Bit Zesty

Cloud Application Ongoing Support and Maintenance

Bit Zesty offers Cloud Application Support & Maintenance services to ensure the smooth operation of your cloud-hosted applications. Our team of Support Engineers and DevOps specialists provides continuous monitoring, maintenance, and optimisation to uphold the availability, reliability, and performance of your AWS/Google Cloud/Azure-hosted application. We adhere to the Service Standards.

Features

• Expertise in selecting appropriate cloud resources for specific requirements.
• Balancing scalability with cost efficiency for optimized performance.
• Adherence to industry best practices, such as AWS Well-Architected Framework.
• Utilising cost-saving strategies like spot pricing and reserved instances.
• Proficiency in managing cloud costs and utilising billing tools effectively.
• Analysis of usage to identify trends and optimise resource utilisation.
• Implementation of architecture best practices to minimise maintenance overhead.
• Experience with GovPaaS, migrating on/off.
• Assistance in selecting the most suitable cloud for your application.
• Implementation of security tools and techniques to safeguard data.

Benefits

• Cost reduction through optimised asset usage and resource allocation.
• Enhanced architecture and solution design for improved system performance.
• Scalability to handle high loads and spikes in demand seamlessly.
• Increased cost predictability with clearer insights into billing patterns.
• Utilisation of the most suitable platform for specific workloads.
• Enhanced security measures to restrict data access to authorised users.
• Assurance of up-to-date services and software through regular updates.
• Greater availability of usage data, enabling informed business decisions.
• Cost-effectiveness by paying only for utilised resources and services.
• Substantial reduction in the likelihood of accidental data leakage.

£100 to £250 a unit an hour

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@bitzesty.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

171267497597768

Contact

Matthew Ford
+44 20 8164 1027
gcloud@bitzesty.com

Planning

• Planning service: Yes
• How the planning service works: We start by collaborating closely with your team to understand your organisation's and the service's users' specific needs. We initiate our process with a kickoff workshop to outline the project scope and objectives in line with the GOV.UK Service Manual and Digital Service Standard.; ; We conduct comprehensive user research during the discovery phase to validate initial assumptions and uncover insights into user needs. This phase also includes a technical assessment to evaluate proposed solutions for feasibility and effectiveness.; ; We create user stories for the Alpha phase based on insights from these sessions. We maintain a continually updated roadmap for ongoing live services, planning improvements in alignment with evolving user needs and business goals.; ; Our collaborative approach involves regular meetings with all relevant teams to ensure alignment. Whether planning large-scale implementations or smaller, bespoke projects, we leverage our extensive experience to deliver tailored solutions that are secure, scalable, and built on industry best practices.; ; By integrating agile methodologies throughout our planning process, we ensure that each service development stage is focused on delivering measurable value to your business and its stakeholders.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Customised Training Materials: We develop tailored training materials, including screencasts, comprehensive documentation, and runbooks, specifically designed to support the cloud software and applications we implement.; ; Diverse Learning Options: Our training strategies are diverse and adaptable, ranging from one-to-one coaching and group sessions to self-paced learning.; ; Hands-On and Collaborative Learning:; On-the-Job Training: Mentorship from senior consultants ensures real-time learning and skill development directly applicable to your projects.; ; Comprehensive Support Throughout Training:; Workshops and Seminars: These include on-site training sessions, video tutorials, and interactive workshops that cover a range of topics, from Agile practices to advanced cloud technologies.; Mentoring and Shadowing: These activities directly transfer knowledge through day-to-day engagement and dedicated support, helping teams seamlessly adopt new roles and technologies. ; Knowledge Repository: Encouragement of a shared space for storing valuable learning resources, such as templates, case studies, and best practices, to enhance collective knowledge and ease of access.; Flexible Delivery Formats: Training services are available off-site or remotely to fit the needs of our clients best. ; ; Continuous Learning Cycle: Our approach is iterative, allowing for continuous updates and learning of new features or systems as they evolve, ensuring that training remains relevant and effective.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Initial Assessment: We start by understanding your application and business needs, including current challenges and desired outcomes. ; ; Comprehensive Migration Planning: Our migration plan addresses all key components—data migration, application transfer, user testing, and cutover scheduling. We incorporate lessons learned from past projects to ensure a smooth transition. For example, our experience migrating the GOV.UK Trade Tariff to GOV PaaS and subsequently to Amazon AWS highlights our capability to adapt to different cloud environments.; ; Dry Runs and Testing: We conduct multiple dry runs and rigorous testing before the final migration to guarantee that all elements are ready for a seamless transition.; ; Cutover Execution: With successful tests and confirmed readiness, we schedule and execute the cutover. This step is managed carefully to minimise disruption to operational services.; ; Continuous Support and Risk Management: Throughout the migration process, we monitor risks, issues, and dependencies closely. Our approach involves regular updates and coordination with all stakeholders and suppliers to ensure operational readiness and compliance with technical and business requirements.; ; Technology-Agnostic: Our technology-agnostic approach allows us to recommend and implement the best solutions for your needs, as we are not restricted to specific providers.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Collaborative Testing Strategy: At the outset of each project, we establish a comprehensive testing strategy in collaboration with our clients. This strategy is developed during kickoff meetings with senior consultants to ensure all requirements are clearly understood and agreed upon.; ; Continuous Integration and Automated Testing: We utilise continuous integration pipelines to ensure quality at every stage of development. Our approach includes both manual and automated tests conducted in staging environments using tools like Selenium and Code Climate to assess code quality, security, and performance.; ; Client-Centric Approval Process: Before any deployment, changes are rigorously tested and require client approval. This ensures that all developments meet the predefined acceptance criteria and your needs.; ; Performance Testing and Monitoring: We engage with you to understand specific performance requirements such as load and usage, crafting a tailored performance test strategy. This includes installing continuous performance monitoring tools like AppSignal, ensuring the application performs within the agreed limits.; ; Extensive Testing Services: Our quality assurance extends across user acceptance testing, automated deployment testing, penetration testing, and performance testing. We conduct comprehensive code reviews, cloud environment assessments, and architectural reviews to ensure robust, secure, and scalable solutions.

Security testing

• Security services: Yes
• Security services type:
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Flexible Service Hours: Our retainer-based model ensures you can utilize a predetermined number of support hours each month. Should you not use all the allocated hours, they can be rolled over to the next period, maximizing the value and flexibility of our services.; ; Comprehensive Platform Support: We offer expert support for all hosting platforms (AWS, Google Cloud, and Azure), as well as the necessary software for your applications. This allows us to seamlessly integrate with your technology stack, providing robust support regardless of your platform.; ; Dedicated Operational Support: Our service includes operational remote support encompassing initial triage, problem-solving, and fault resolution. We manage your supplier relationships in line with the agreed-upon SLAs.; ; Proactive Monitoring and Continuous Improvement: We conduct regular meetings to assess and record satisfaction levels, allowing us to track and enhance service quality continually. We take full ownership of any issues that arise, ensuring they are resolved promptly and effectively.; ; 24/7 Monitoring and Support: We offer round-the-clock monitoring and support for clients who meet specific prerequisites; ; Additional Support Options: Our commitment to continuous service includes the flexibility to add specialized roles, such as technical account managers, at clear, predefined costs, enhancing the scope and responsiveness of our support.

Service scope

• Service constraints: Service is delivered remotely, although we can meet in person to kick off the project and for key meetings.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 2 hours during the week.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Keyboard Accessibility: Slack provides a list of keyboard shortcuts that allow users to navigate through different areas of the platform quickly. This feature is particularly useful for those who prefer using the keyboard or have difficulty with a mouse.; Screen Reader Compatibility: Slack supports the use of screen readers, which are essential for visually impaired users. Screen readers enable users to navigate conversations, read messages, and access information in the Slack desktop app or Slack in a web browser.; Commands for Navigating Slack Faster: Slack offers commands that allow users to quickly access different parts of the application, which can be beneficial for those who need to navigate through various channels and conversations efficiently.; Animation Preferences: Slack allows users to adjust their animation preferences, which can help reduce visual distractions or discomfort for users with sensory sensitivities.; Inclusive and Accessible Communication: Slack emphasizes the importance of inclusive and accessible communication within the platform, ensuring that all users can participate and communicate effectively.
• Web chat accessibility testing: Slack behaves more like an application than a web page. We recommend that:; ; NVDA and JAWS users primarily navigate around in focus/forms mode instead of browse mode.; All screen reader users use Slack’s desktop application rather than a web browser if possible.
• Support levels: 9am – 6pm business days: 4 hours response time for normal priority issues and 1 hour for critical issues.; ; A technical support manager will be assigned to you, as well as an account manager and cloud support engineers.; ; 24/7 support is available at £4000 per month

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Remote Work and Sustainability: At Bit Zesty, we recognise the urgency of the climate crisis. We've leveraged our remote-first organization structure as a fundamental strategy to reduce our carbon footprint. This approach not only diminishes traditional commuting and office emissions but also aligns with modern workforce needs, enhancing our ecological contributions and reinforcing our role as a climate-conscious leader in the industry.; ; Carbon Neutrality and Continuous Improvement: Bit Zesty is proudly a carbon-neutral organization. We go beyond merely offsetting emissions. We are committed to a rigorous process of measuring and actively reducing our environmental impact. This includes supporting our employees’ individual and collective climate actions and continuously seeking innovative ways to further our sustainability goals.; ; Innovative Approaches to Sustainability: Spearheaded by our Climate Action Group, our initiatives reflect a proactive stance on ecological issues. By fostering a remote work culture, we significantly reduce the environmental costs associated with traditional business operations, promoting a balanced and health-conscious work environment.; ; Partnerships and Future Goals: We partner with Ecologi to fund significant carbon reduction and tree-planting projects to tackle emissions we cannot directly eliminate. These efforts are integral to our strategy of contributing actively to environmental restoration. Looking forward, Bit Zesty is excited to announce our intention to apply for B Corp certification in 2024, formalizing our commitment to accountability and sustainability that considers all stakeholders, including the planet, in our business decisions.; ; Our Pledge: Bit Zesty remains steadfast in our commitment to the planet. We understand that true sustainability is an ongoing effort, requiring continuous improvement and a dedicated commitment to ecological stewardship.

  Covid-19 recovery

  As we navigate the recovery from the Covid-19 pandemic, the health and well-being of our team and clients remain our top priority. Recognising the challenges posed by the pandemic, we have proactively implemented comprehensive measures to ensure a safe, supportive, and resilient work environment.; ; Adapting to New Work Norms: In response to the pandemic, we transitioned to full remote working, not only to comply with health guidelines but to sustain our commitment to excellent service delivery without disruption. This shift also supports our ongoing commitment to sustainability through reduced commuting and the implementation of travel solutions that minimise environmental impact.; ; Supporting Our Team's Well-being: We have fortified our support for both the physical and mental well-being of our staff. Initiatives include providing the necessary equipment for effective home working, continuing full-time wages during lockdowns.; ; Maintaining Flexible and Safe Working Conditions: As restrictions have eased, we have carefully reopened our shared office, maintaining flexible working practices that allow our team to choose their working arrangements optimally. We continue to leverage collaborative tools to minimise the need for physical contact, adhering to all social distancing guidelines.; ; Continuous Evaluation and Support: We are committed to continually assessing and adapting our policies and practices. This includes exploring innovative work methods, supporting local businesses, and ensuring uninterrupted service delivery to our clients. Our approach is designed to not only respond to current needs but also to strengthen our resilience against future challenges.

  Tackling economic inequality

  Commitment to Community and Workforce Development: We are deeply committed to addressing economic inequality through impactful community engagement and workforce development. Recognising the skill shortages in the digital sector, we have implemented a comprehensive strategy to train individuals with no prior experience in digital fields and create meaningful employment opportunities across various communities.; ; Inclusive Hiring and Training Initiatives:; ; Local Employment Focus: We prioritize employing local talent and reducing economic disparities in the communities where we operate.; Apprenticeships and Academies: We fund places under the Modern Apprentice scheme and have established a Software Development Academy to foster interest in technology among under-represented groups. These initiatives offer long-lasting career paths within the tech sector.; ; Economic Growth Through Job Creation:; ; Strategic Job Creation: We have committed to creating 10 new jobs by 2025, with at least 25% of these roles filled by individuals from deprived areas.; Support for Innovation: We actively support innovation and new business models within our supply chain, fostering a diverse ecosystem of start-ups and SMEs.; ; Robust Local Ecosystems: We work closely with local businesses and stakeholders to enhance the economic vitality of our communities. Our engagement includes purchasing resources from local SMEs and promoting fair and inclusive practices throughout our supply chain.; ; Future Commitments:; ; B Corp Certification: Looking ahead, we are excited to announce our intention to apply for B Corp certification in 2024, further solidifying our commitment to sustainable and equitable business practices.

  Equal opportunity

  At Bit Zesty, we are dedicated to fostering diversity and eliminating discrimination in every aspect of our operations, both as an employer and as a service provider. We aim to ensure that our workforce—including employees, interns, and contractors—reflects the diverse society we serve and that every team member feels respected and is empowered to perform at their best.; ; Comprehensive Diversity Initiatives:; ; Tech Talent Charter Signatory: As one of the 700 signatories of the Tech Talent Charter, we collaborate with industry members to address inequality within the UK tech sector. This commitment supports our goal to not only reduce the disability employment gap but also drive inclusion across the workforce.; Inclusive Recruitment and Development: We use inclusive recruitment practices, such as detailed job postings free of discouraging language and assessments by diverse panels to prevent bias. Our recruitment channels are continually diversified, and we work with partners like YSYS and Ada’s List to reach talent from non-traditional backgrounds.; Training and Development: All staff members undergo Diversity, Equality, and Inclusion (DE&I) training.; Flexible Work Arrangements: We offer flexible working options to accommodate various needs related to parental responsibilities, disabilities, and cultural or religious observances.; Community Engagement and Apprenticeships: We create employment opportunities locally and run apprenticeship schemes to uplift underprivileged individuals. Our action-focused diversity and inclusion working group ensures these initiatives are impactful and aligned with our core values.; ; Supportive Partnerships and Programs:; Supplier Diversity: We prioritise working with sustainable, ethical suppliers and diverse small businesses, including startups and SMEs, to foster a broad technology marketplace.; ; We are committed to preventing modern slavery in our operations and supply chains, ensuring that all partners comply with our Anti-Slavery & Human Trafficking Policy.

  Wellbeing

  Comprehensive Wellbeing Support: We prioritise our team members' mental and physical well-being, including those in mixed client/supplier project teams. To this end, we offer a robust Employee Assistance Programme provided by AXA, which includes a 24/7 counselling hotline and access to mental wellness resources.; ; Daily Wellbeing Activities: We support our staff's health and well-being through daily initiatives such as meditation and mindfulness sessions. These activities are designed to foster a balanced work environment and help team members manage stress effectively.; ; Training: All staff receive mental health awareness training to ensure a supportive workplace culture. ; ; Wellness Programmes: We host monthly health and wellbeing events led by expert practitioners, offering our teams ongoing opportunities to engage in wellness activities that promote both physical and mental health.; ; Supportive Line Management: Our line managers play a crucial role in monitoring and supporting staff welfare. They proactively check in on stress and performance levels, offering interventions and support tailored to individual needs.; ; Reinforcing Positive Work Culture: In a remote setting, we nurture a work environment of trust, professionalism, and mutual respect. This culture underpins our sustainable productivity model, ensuring our teams can work efficiently without compromising their well-being.; ; ‘Pulse’ Surveys: We measure wellbeing across the organization through monthly 'Pulse' surveys. These surveys anonymously gather and report health and well-being data, allowing us to adjust our programs and initiatives based on real-time feedback.; ; Peer Support: Every team member, regardless of their role or seniority, is encouraged to look out for their colleagues. This collective responsibility ensures that support is available early and tailored to each individual's needs.

Pricing

• Price: £100 to £250 a unit an hour
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@bitzesty.com. Tell them what format you need. It will help if you say what assistive technology you use.