CLARANET LIMITED

Managed AI & MLOps Service

Claranet provides an AI & MLOps Managed Service that oversees the entire operational lifecycle of AI and ML solutions, including PaaS, SaaS, and custom models. Through advanced monitoring, optimisation, and management, Claranet ensures reliable, secure, and scalable AI outputs, aligned with business objectives and cost-efficiency for diverse enterprise needs.

Features

Monitoring & Alerting
Optimisation & Reporting
Backup & Disaster Recovery
Platform Administration
Release & Change Management
AI Engineering as a Service

Benefits

Instantly detect and resolve AI/ML performance issues
Optimise models and pipelines for faster, accurate outputs
Restore AI/ML configurations quickly after outages or failures
Automate updates and scaling for seamless operations
Easily manage user access and permissions across teams
Streamline deployment and release of new AI/ML features
Receive actionable recommendations to enhance efficiency and cost control
Monitor security and compliance in real time
Access expert engineering to fine-tune models and workflows
Uncover business insights with advanced data science capabilities

Service documents

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

Contact

CLARANET LIMITED Claranet UK Bid Team
Telephone: 020 7685 8000
Email: Uk-bidteam@claranet.com

About your service

Service categories

PaaS

AI Platforms

AI life cycle
AI software services
Search and knowledge discovery

Service scope

Service constraints: None. Claranet works in close partnership with customers to tailor solutions to specific organisational needs. On-site assistance is not included as standard but may be provided as an additional service if required.
System requirements: Appropriate subscriptions and licences as required

Access to infrastructure as required as part of the service
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud

User support

Email or online ticketing support: Yes
Support response times: Claranet will notify the Customer within two (2) business hours of an alert trigger and will acknowledge requests for change approval and/or configuration amendments within four (4) business hours. Claranet can provide 24x7 coverage for the standard features. Specifically, this refers to the acknowledgement of alerts and requests for change approval/ configuration amendments, changing the SLA from 24 business hours (9am-5pm, Mon to Fri), to 24x7.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.2 AA
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: No
Support levels: Claranet’s managed services support includes a 24/7 Service Desk, proactive monitoring, structured incident and major incident handling, case prioritisation, problem management for root cause resolution, and controlled release management. These ITIL-aligned processes deliver consistent, reliable customer experience across all managed services. We don’t charge for anything listed above, but enhanced SLAs are available at an additional cost.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Claranet’s onboarding process is designed for a smooth start. After service activation, customers receive access to Claranet Online, a secure portal for managing resources and tickets. Customers receive on-boarding documentation and training where appropriate/required to aid in solution understanding. Dedicated teams assist with delivery, customisation, application setup, and knowledge transfer before transition to in-life. Support is available via ticketing and phone, managed under ITIL v4 practices for transparency and efficiency.
Service documentation: No
End-of-contract data extraction: The data remains owned by the customer and can be extracted for them at any point.
End-of-contract process: Claranet’s end-of-contract process ensures a secure and smooth service termination. Customers must submit a formal cancellation request and provide the required notice period as per their agreement. Once confirmed, any technical services are decommissioned, access rights, accounts, and monitoring tools are deactivated. Claranet offers secure disposal of equipment to maintain compliance and data protection.

Using the service

Web browser interface: Yes
Using the web interface: Claranet Online is a secure customer portal providing full visibility and control over services. Users can create and track support tickets and monitor service performance. The portal provides advanced network reporting so users can monitor and review their network in real-time.. Features include user administration, notifications, and integrated security with SSO and MFA, all designed to simplify service management and improve operational efficiency.
Web interface accessibility standard: WCAG 2.2 AA
Web interface accessibility testing: We are familiar with the requirements and best practices of accessibility testing.
API: No
Command line interface: No

Scaling

Independence of resources: Infrastructure can be built and isolated for specific customers.
Usage notifications: Yes
Usage reporting: Email
Optimising consumption: Yes
Automatic scaling: No

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

HTTP request and response status

Memory

Network

Number of active instances

Other
Other metrics: Platform status and availability

Resource usage, capacity and compute utilisation, and report render time

Datasets and dataflow refresh, failed and inefficient refreshed and duration

Deployment pipeline status and activity, gateway availability, connectivity and status

Inactive reports and dashboards, datasets, dataflows, pipelines, and workspaces

User activity and developer workflow patterns and end-user activity patterns

Tracking privileged account activity for unauthorised access to sensitive data
Reporting types: Real-time dashboards

Regular reports

Reports on request
Resource tagging: Yes
FOCUS resource tagging: Yes

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: NCSC approved service provider
Protecting data at rest: Physical access control, complying with another standard

Other
Other data at rest protection approach: Database encryption is available on request
Data sanitisation process: Yes
Equipment disposal approach: A third-party destruction service
Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data Erasure

Explicit overwriting of storage before reallocation / Secure Erase

Backup and recovery

What’s backed up: Platform assets (dataflows, reports, workspaces, deployment pipelines, etc.

Data assets stored as code to enable recovery and rollback

Reports and dashboards are stored for recovery and rollback purposes

Recovery testing is performed quarterly/bi-annually
Backup controls: User would speak to our support team which is dependent on the solution.
Datacentre setup: Multiple datacentres
Scheduling backups: Supplier controls the whole backup schedule
Backup recovery: Users contact the support team
Backup and recovery: Yes
RPO/RTO: Yes

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability: Service delivery by Claranet may be impacted by several factors, for which Claranet will not be held responsible. Firstly, timely and sustained access to the Customer’s IT infrastructure is essential; any delays or issues with access or permissions can halt or delay service provision. Customers are responsible for obtaining and maintaining necessary software licences and subscriptions not included in the service price. Claranet is not accountable for failures in components beyond its control. Service Levels and associated credits do not apply when performance is affected by specific exceptions, including: Customer’s default under the Agreement, outages caused by components or events outside Claranet’s control (such as hardware, software, or content managed by the Customer), scheduled or emergency maintenance, disruptions from viruses or hackers, changes initiated by the Customer, exceeding system capacity, failure to follow Claranet’s procedures, acts or omissions of the Customer or their agents, third-party contractors accessing systems, force majeure events, breaches of Claranet’s Acceptable Use Policy, Customer negligence or misconduct, or situations where Claranet cannot access necessary systems due to Customer unavailability. In these circumstances, Claranet is not liable for service outages or failures, nor required to provide service credits.
Approach to resilience: Available on request
Outage reporting: Email alerts and portal

Identity and authentication

User authentication needed: Yes
User authentication: Multi-Factor Authentication (MFA)

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Use of named users who have to have given right to access that system based on job role and function.
Access restriction testing frequency: Less than once a year
Management access authentication: Multi-Factor Authentication (MFA)

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password
Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

Dedicated device over multiple services or networks

Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Claranet publish a security and compliance overview made available on request. This document contains information on our technical and organisational measures as well as our data privacy controls.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We follow a formal ITIL aligned change management process to ensure all changes are planned, assessed appropriately, and approved before implementation. This includes impact analysis, scheduling within agreed maintenance windows, and clear communication to stakeholders. Standard changes are handled quickly, while complex changes undergo additional review and testing to reduce risk. Our approach prioritises transparency, accuracy, and service stability, giving customers confidence that every change is managed securely and efficiently with minimised risk.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk assessment, scheduled and expedited patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence, vendor security notifications and compliance frameworks.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We maintain audit and accounting logs across all managed devices. If a vendor bulletin indicates a potential compromise, we assess our estate for indicators of compromise. Confirmed issues trigger our Security Incident Response Process, including impact assessment, vendor-recommended mitigation, and customer notification in line with contractual and regulatory obligations. Our response follows the Cyber Essentials framework, targeting resolution within 14 days of identification. For critical or zero-day vulnerabilities, we apply emergency change procedures to implement fixes as quickly as reasonably possible, ensuring timely protection and compliance.
Incident management type: Supplier-defined controls
Incident management approach: Our incident management process ensures rapid response and resolution to minimise business disruption. We operate a 24/7 service desk with clear escalation paths and defined SLAs for response and fix times. Every incident is logged, categorised by severity, and prioritised based on business impact. Communication is proactive, keeping customers informed throughout the lifecycle. Root cause analysis follows major incidents to prevent recurrence, and all actions are documented for transparency and compliance.
Post-quantum cryptography secure: Yes

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Supplier
Virtualisation technologies used: VMware
How shared infrastructure is kept separate: Network traffic is separated by VLAN's in the data centre and VRF's when traffic is between customer solutions.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Claranet datacentres are certified to ISO14001 and ISO5001, in line with GHG protocols. we have defined environmental targets measured with objectives. We source energy from renewable sources where at all possible.

Pricing

Discount for educational organisations: No
Free trial available: No

Discount

Provide your minimum discount applicable to your baseline prices: 5%

Formula for calculating price of your services

Which of the core deployment models you intend to offer

Private Cloud

Private Cloud - Formula for calculating price of your services

Total Cost: The Total Cost for a buyer's call off requirement in a Private Cloud Deployment
=
Baseline Pricing: Pricing illustrations attached to the service, further information available on request.
Based on:
Size of environment in RAM and vCPU.
Storage.
Number of supported virtual machines.
Size of backup coverage.
Size of disaster recovery coverage.
Firewall and networking selections.
-
Minimum Discounting: 5%
+
Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
+
Additional sources of cost: Custom networking.
Dedicated hardware.
Longer DR and backup retention periods.
DR journal size and storage per virtual machine.
Endpoint detection and response / XDR.
Custom virtual machine images.
Target DR environment design, build and maintenance.
-
Additional sources of cost reduction: Quantity-based reduction, based upon cost efficiencies.

Mandatory certifications

Are you are bidding to offer IaaS and/or PaaS as a reseller or are you in sole control of the infrastructure

Sole Control and also accredited to resell other providers' services

Cloud service suppliers you intend to resell with evidence

Organisation 1

Organisation name

BT Wholesale