Mitra Innovation

Cloud managed service operations

Mitra provides below services as part of cloud managed services.
Incident management, Release Management,
Change management,
Problem management,
Application and Infrastructure monitoring,
Threat Monitoring,
Cloud Monitoring,
Servers/ Virtual environment management,
Database Management, Storage and Backup
Network management,
Security Management,
Weekly and Monthly report generating

Features

• Managed Services (L2,L3) Support
• Proactive System monitoring and alert services
• Service optimization through automation
• Backend support-MS .NET Node JS Python Java
• Neo4j, MongoDB, MS SQL Server, Azure Cosmos DB, Amazon RDS
• DevOps-Azure ,DevOps, ELK Stack, Jenkins, Grafana
• Kubernates AWS Azure, Docker,Prometheus,Boomi
• WSO2 Identity Server, KEYCLOAK
• Azure Active Directory AWS Cognito, WSO2 API Manager
• Redis, Power BI, Amazon REDSHIFT, etc.

Benefits

• Ensure service availability 99.99%
• Continuous cost reduction through service optimisations
• Provide flexible support models (FTE based, Capacity based)
• Wide range of technical support portfolio
• Experience in handling large enterprises for complex systems
• Experienced and certified technical support team
• Useage of new AI Ops technologies

£110 to £900 a unit a day

• Education pricing available

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

199053463139524

Contact

Ashok Suppiah
07917508319
accountcreation@mitrai.com

Planning

• Planning service: Yes
• How the planning service works: Mitra recommends to conduct assessments and identify the optimized cloud hosting or software services required for the client. The assessment will focus on achieving client's business objectives and will align for the future demands of the clients.; ; Assessment will take about 2-3 weeks and will focus on the below activities.; ; - Understand the business objectives of the client; - Understand the existing architectural design; - Evaluate the infrastructure and application setup; - Come up with a tech roadmap with recommendations; ; Recommendations will be provided with the priority for the buyer to select.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Trainings will be provided upon requests for both cloud software or hosting services.; ; Cloud software - Azure, AWS; Hosting Services - Azure, AWS, GCP
• Training is tied to specific services: Yes
• Services the training service works with:
  • Azure
  • AWS
  • GCP

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Help client in moving to cloud
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • AWS
  • Azure
  • GCP

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Mitra has a practice dedicated to independent validation of software testing. Mitra will work from the initial requirement phase to design the testing to ensure that the risks involved in the software are mitigated. Testing conducted will include functional testing, security testing, performance testing, API testing, and data migration testing. These tests will be conducted using tools for test automation like Selenium, Jmeter, LoadRunner, Browser Stack, etc. Mitra also will use AI based testing tools such as Rainforest and many other latest Low-Code testing tools and frameworks.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: 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: Mitra provides Level 2 and Level 3 supports for cloud hosting or software services.; ; Level 2 - Application Support Provides technical support for Production Systems / Applications / Websites Triage with Development team and other stakeholders to identify the root cause of issues in the system and to resolve them Deploy code/solution in Production systems while adhering to Change Management Processes Monitor the system and highlight if any potential risks or issues identified Level 3 - Development & QA Level 3 Development team that deals with more in-depth technical problems. Typically performing defect fixes, research and developing new solutions for client needs. QA team that deals with maintaining quality deliverables Manual Testing, Automation & Defect management All support projects will have a technical account manager and will conduct monthly service reviews with buyer. Support will cost based on the location the support is required (UK or offshore) and monthly capacity buckets ( 40 hours a month or 80 hours a month or 160 hours a month)

Service scope

• Service constraints: Not Applicable

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The responses will be provided based on the service level of each question during standard working hours.; ; Critical - 15 minutes; High - 25 minutes; Medium - 45 minutes; Low - 55 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: No
• Web chat support: No
• Support levels: Support Levels; ; 1. L2 Application Support; - Provides technical support for Production Systems / Applications / Websites; - Triage with Development team and other stakeholders to identify the root cause of issues in the system and to resolve them; - Deploy code/solution in Production systems while adhering to Change Management Processes; - Monitor the system and highlight if any potential risks or issues identified; ; 2. L3 Support Level 3 ; -Development team that deals with more in-depth technical problems; - Typically performing defect fixes, research and developing new solutions for client needs; - QA team that deals with maintaining quality deliverables; - Manual Testing, Automation & Defect management ; ; Different support level costs; - Mitra offers different commercial models such as FTEs, capacity and service type, the working hours such as 24x7, Monday to Friday.; ; - Mitra offer technical account management and/or cloud support engineering services.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: WSO2, Creatio, Microsoft, AWS, Gitlab, Boomi

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 18/04/2022
• What the ISO/IEC 27001 doesn’t cover: To be updated and need to check with Kavinda Munasinghe
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  To be updated based on the avialable information and evidences being practiced in Mitra.

  Equal opportunity

  To be updated based on the avialable information and evidences being practiced in Mitra.

  Wellbeing

  To be updated based on the avialable information and evidences being practiced in Mitra.

Pricing

• Price: £110 to £900 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

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