Adaptavist UK Services LTD

Atlassian Application Administration

Adaptavist Assist dedicated global engineers provide bespoke configuration of your Atlassian applications. Adaptavist can meet sensitive regulatory requirements. Your requests are made on a GDPR complaint portal and our admins respond under SLAs as fast as under 15 minutes, guaranteed. We are seen as "go-to" experts in the Atlassian ecosystem.

Features

• Workflow design and implementation
• Jira Query Language and ScriptRunner script authoring
• Setup of development and test instances
• Vetting and installation of Marketplace apps
• Schemes, Screens, field configuration
• Access and permission configuration for projects and spaces
• Expertise to support enterprise roll-outs
• Application expertise and support for recently trained users

Benefits

• Increases your Atlassian competance and capability
• Expands organizational capacity for administration
• Brings best practices to your organisation
• Enhances your productivity and cost effectiveness
• Frees your resources from dealing with mundane day-to-day details
• Avoids performance pitfalls encountered by inexperienced resources
• Speeds implementation and rollout

£0.60 to £15 a user a year

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 jcox@adaptavist.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

196216423966082

Contact

Jody Cox
07545 568087
jcox@adaptavist.com

Planning

• Planning service: Yes
• How the planning service works: We work with clients around the world to help them migrate applications from on-prem to cloud, or from one cloud to another cloud, by charting a clear and comprehensive migration strategy.; We analyse your current technology stack and identify the application requirements, and then develop the scope and roadmap required for a successful migration. Our approach is about optimising and streamlining infrastructure. We also define and document performance, security, and compliance goals.; Our team uses well-architected frameworks and best practices to build secure, high-performing, resilient, and efficient infrastructure. As required, we can design CI/CD pipelines to aid the cloud deployment. We also define zero downtime deployment, HA, and DR requirements.; We will migrate applications to cloud in phases - Dev, Test, and Prod.; Our expert team can provide knowledge transfer and training as required.; With Adaptavist Managed Services you can go one step further and pass additional technology management to our expert engineers.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • AWS
  • Azure DevOps
  • Atlassian Jira on Prem to Data centre to Cloud
  • GitLab

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Expert Atlassian advice and our end-to-end DevOps solutions propel your agile transformation initiatives forward, placing people, processes, and tools at the heart of your business strategy to streamline how teams collaborate.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Atlassian
  • AWS
  • Azure DevOps
  • GitLab

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

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: Our administrators provide bespoke application configuration services and advice for Atlassian Jira and Confluence applications and related Atlassian Marketplace apps.

Service scope

• Service constraints: The support program is offered under a Fair Usage Policy with peak service hours per month at the indicated pricing. Additional effort hours may be optionally purchased at day rates subject to availability, or a higher service tier purchased.; ; SLA response time clocks start and stop with the business day. A 15 minute SLA for a ticket logged 5 minutes before the end of the day will have the SLA clock stopped at the end of the service day and resume at the start of the next business day with 10 minutes remaining.; ; Contracts are annual.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Adaptavist resources work around the globe across mutiple time zones with SLAs active 24/7. Tickets may be handled both inside and outside of business hours. Response times vary with priority. Priority 1 tickets have a fifteen minute SLA for blockers. Priority 2 have a two hour SLA for critical issues. Priority 3 have a four hour SLA for major issues. Priority 4 minor issues have an eight hour SLA. Priority 5 have no target response time and are worked reasonable best endeavors.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Tickets must be first opened in the Adaptavist Assist, GDPR compliant portal using any supported web browser. Once logged there, the ticket conversation either continues using the portal or through a mutually agreed upon third party communication tool such as Zoom. Both Atlassian and Zoom are currently WCAG 2.0 AA compliant. Access to the Assist portal is via any Atlassian supported web browser such as Chrome, Internet Explorer, Firefox, Safari, etc.
• Web chat accessibility testing: Adaptavist Assist clients optionally use third party tools as a supplement to facilitate communciations on a regular basis. One such tool is Zoom.us, however clients may also provide their own chat tools when onboarded under client deployed hardware and VPN environments for security purposes. Third party tools do not eliminate the requirement to initiate requests on the GDPR complaint portal. Client requirements for specialized hardware and software for security constraints have additional onboarding costs.
• Support levels: Support is priority based.; P1 - Critical - Service unavailable; 15min SLA.; P2 - Urgent - Impacting activities; 2hr SLA.; P3 - Major - Does not impede activity; 4hr SLA.; P4 - Minior - No immediate need; 8hr SLA.; P5 - Question - Nothing service affecting; No SLA.; Client determines initial priorty subject to review. No cost difference.; ; The application Administrator is the primary service role. These admins report to a Service Delivery Manager to manage resource availability at no additional cost. A client services Account Manager is also assigned, again at no additional cost, to coordinate any optionally contracted Adaptavist services.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standard Institute (BSI)
• ISO/IEC 27001 accreditation date: 17/08/2023
• What the ISO/IEC 27001 doesn’t cover: Outsourced development - Adaptavist does not outsource any software development.; ; Cabling security - Adaptavist does not operate networks in office spaces other than WiFi networks nor does Adaptavist store information assets in offices.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • TISAX

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Covid-19 recovery

  Flexible remote working policy in place globally for all employees

  Tackling economic inequality

  Adaptavist comply with all minimum and living wage laws globally; Gender pay gap reporting available in the UK

  Equal opportunity

  Adaptavist encourage applications from minority groups and hold regular awareness sessions to support these groups ; Adaptavist support neurodivergent people in the workplace

  Wellbeing

  The Adaptavist Group came first in the ‘Most Flexible Medium Companies in 2024’ category at the Flexa100 awards.; Working from home and flexible working is promoted.; Employees have private healthcare available.; Udemy access provided for employees to take relevant training courses subject to their interests.

Pricing

• Price: £0.60 to £15 a user a year
• Discount for educational organisations: No

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 jcox@adaptavist.com. Tell them what format you need. It will help if you say what assistive technology you use.