CTI DIGITAL LIMITED

Infrastructure Support & Maintenance: AWS, Upsun, and Azure

CTI Digital provides proactive infrastructure support and maintenance across AWS, Azure, and Upsun platforms. The service ensures security, performance, resilience, and cost efficiency through monitoring, patching, optimisation, incident management, and continuous improvement, supporting reliable, scalable cloud environments aligned to business needs.

Features

• 24/7 Monitoring: Continuous monitoring of cloud infrastructure health and availability
• Incident Management: Rapid response, investigation, and resolution of infrastructure incidents
• Patch Management: Regular operating system and platform security updates
• Performance Optimisation: Ongoing tuning of infrastructure for reliability and efficiency
• Security Management: Proactive vulnerability management and security best practice enforcement
• Backup Management: Managed backups, verification, and restore testing
• Cost Optimisation: Continuous cloud spend monitoring and optimisation recommendations
• Change Management: Controlled infrastructure changes following approved processes
• Platform Support: Expert support for AWS, Azure, and Upsun environments
• Reporting & Reviews: Regular service reports and performance review meetings

Benefits

• Improved Reliability: Reduce downtime and maintain consistent platform availability
• Enhanced Security: Minimise risk through proactive security management
• Faster Issue Resolution: Rapid response reduces impact of infrastructure incidents
• Optimised Performance: Ensure platforms run efficiently under changing demand
• Lower Operating Costs: Identify waste and control ongoing cloud spend
• Operational Confidence: Expert support ensures stable, well-managed infrastructure
• Scalable Platforms: Infrastructure prepared for growth and future change
• Reduced Internal Burden: Free internal teams from day-to-day infrastructure management
• Predictable Support: Clear SLAs and structured support processes
• Business Continuity: Protect critical systems through resilient, maintained environments

• 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 tenders@ctidigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

261142594165668

Contact

Bethan Cawley
0161 713 2434
tenders@ctidigital.com

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The service supports AWS, Azure, and Upsun platforms only. It focuses on infrastructure support and maintenance, not application development or code-level support. Remediation actions require appropriate access and client approval. Service levels, response times, and coverage depend on the selected support tier. Highly regulated or bespoke environments may require additional onboarding, tooling, or compliance-specific arrangements beyond standard service scope.
• System requirements:
  • Supported Platforms: AWS, Azure, or Upsun cloud environments
  • Access Permissions: Secure, role-based access to cloud accounts
  • Network Connectivity: Secure connectivity to managed cloud environments
  • Monitoring Access: Access to logs, metrics, and monitoring services
  • Change Approval: Defined client change and approval processes
  • Documentation: Up-to-date architecture and operational documentation
  • Contact Availability: Named client contacts for incidents and approvals
  • Security Compliance: Environments meet baseline security and access standards
  • APIs Enabled: Cloud APIs enabled for management and automation
  • Tool Compatibility: Compatibility with standard cloud management tools

User support

• Email or online ticketing support: Yes
• Support response times: Standard Critical Support: 9am - 5pm Monday to Friday (UK time); Enterprise Critical Support: 24 hours / 365 days per year, Monday to Sunday (include UK Bank Holidays)
• 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: Yes, at extra cost
• Support levels: Support Levels Available: Standard Critical Support, Enterprise Critical Support, Reactive Support, Continuous Enhancement.; During Design and Development projects you will be supported by your dedicated project team including a technical lead, project manager, and an account manager. Any costs associated with the support required and provided will be included in the cost of the solution itself.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted virtually or at our Manchester Studio. (or at your premises at additional cost).; ; ; 1 - Service orientation - General introductions - Key contract identifications - Systems introduction and access - Support service details - Onboarding process and timeline; ; ; 2 - Systems orientation (on a dedicated workspace for you) - Service desk (reporting faults, checking progress) - Jira (ticket management, project management) - Confluence (documentation, collaboration) - Reporting (SLA performance, budget management)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Application: You will have continuous access to pull a copy from the code repository.; Documentation: You will have continuous access to export from the Atlassian suite.
• End-of-contract process: Application: You will have continuous access to pull a copy from the code repository.; Documentation: You will have continuous access to export from the Atlassian suite. Handover: 2 x 1-hour webex / conference calls and 3 hours of helpdesk time to help facilitate and handover.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This is dependent on the buyer's requirements, our services are customisable.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Almost every aspect of the service can be customised to user requirements. This includes the size, specification and support allowances aligned with the service. The platform has an extensible RESTful API which can provide a number of standard integration endpoints as well as data exchange formats including JSON and XML. Additional API endpoints can also be built. Additional work can also include custom integrations and additional Creative Design & UX services as well as user testing and QA.

Scaling

• Independence of resources: Each instance is provisioned independently through Microsoft Azure or Amazon Web Service.

Analytics

• Service usage metrics: Yes
• Metrics types: We take a data-driven approach to infrastructure for optimum performance, efficiency, and proactive capacity planning. Our metrics can be divided into four key pillars to ensure you have a 360-degree view of your environment's health. ; 1. Availability & Reliability Metrics: Uptime Percentage, Mean Time to Recovery (MTTR), Incident Volume by Severity; ; 2. Performance & Resource Utilisation: Compute & Memory (CPU/RAM): Disk I/O & Storage Latency, Network Throughput, Request Latency; ; 3. Operational Efficiency & Scaling: Auto-scaling Events, Cache Hit Ratios, Deployment Success Rate; ; 4. Cost Metrics: Cost per Request/User
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AWS, Azure & Upsun

Staff security

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

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Application: You will have continuous access to pull a copy from the code repository. ; Documentation: You will have continuous access to export from the Atlassian suite.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: P1: Response within 30 minutes, aim to resolve in 3 hours (Critical Support); ; P2: Initial response & triage within 1 hour. Begin work on technical response within 1 working day (Reactive Support); ; P3: Initial Response within 1 hour. Begin work on technical response within 3 working days (Reactive Support); ; P4: Initial Response within 1 hour. Begin work on technical response within 5 working days (Reactive Support). ; Standard Critical Support: 9am - 5pm Monday to Friday (UK time) Enterprise Critical Support: 24 hours / 365 days per year, Monday to Sunday (include UK Bank Holidays)
• Approach to resilience: Hosting is provided by Microsoft Azure or Amazon Web Services. Details on our own measures to ensure resilience across our services is available upon request.
• Outage reporting: We report service outages via multiple channels to nominated stakeholders (Typically The Product Owner). Channels include: Automated notifications - Monitoring alert - Jira alert - Email - Text - Manual notification - Call. For example, an outage is reported via email and urgent ticket creation in Jira which alerts all subscribed members of the Jira space.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access Management: We can operate a detailed hierarchy of access permissions. Applications that are 'self managed', allow a superuser to manage others permissions.; ; Support Channels: We can provide support with Public key authentication (including by TLS client certificate), Identity federation with existing provider (for example Google apps) ,Username or password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus
• Information security policies and processes: Policies include: Information Security Management System Statement and Policy, Data Protection Policy, AI Policy. We also have detailed Technical and Organisational Measures in place to support our policies and procedures.; ; Reporting Structure: All employees and contractors are responsible for reporting incidents promptly, these reports are reviewed internally to assess the risk/impact. Our Data Protection Officer, Head of Infrastructure and ISO Compliance Officer are responsible for maintaining the ISMS framework, conducting risk assessments, and ensuring compliance.; ; Policy Adherence: All employees and contractors complete mandatory information security training upon onboarding, completion is tracked and measured. Department heads are tasked with ensuring that teams follow information security policies and procedures. We have defined routes for escalations and we routinely communicate relevant updates across the business.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We adhere to Developer best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identifies remedial work that should take place to reach the new benchmark of compliance.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability Management Approach; Aligned with CSA CCM v4.0 and ISAE 3402 standards, our approach ensures rapid remediation:; • Intelligence: Continuous monitoring of the NVD, vendor advisories, and automated CVE scanning.; • Assessment: Threats are triaged within 24 hours using CVSS to prioritise based on exploitability and asset criticality.; • Patching: Following staging validation, we deploy via automated CI/CD:; Critical: 24–48 hours.; High: 7 days.; Medium/Low: 30 days.; • Verification: Post-deployment scans confirm successful mitigation and audit readiness.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We implement New Relic monitoring to provide detail reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs. Service operates consistently: 24 hours, 7 days a week. Critical Faults for Severity 1 issues are based on a 24/7 calendar. With a response within 30 minutes and aim to resolve in 3 hours.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, service desk, helpline, email or chat. You receive real-time access to incident reports, and are sent regular service performance reports.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment Ltd
• ISO/IEC 27001 accreditation date: Wednesday 10 November 2021
• What the ISO/IEC 27001 doesn’t cover: We confirm that our ISO covers all areas relevant to the service including all assets, staff and facilities involved with the provision of strategic digital services, specialising in the design, development, marketing, hosting and support of websites on behalf of customers.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Centre for Assessment Ltd
• ISO 9001 accreditation date: Thursday 9 November 2017
• What the ISO 9001 doesn’t cover: We confirm that our ISO covers all areas relevant to the service including the provision of strategic digital services specialising in design, development, marketing and support of web applications.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: B028b4f3-ffdf-4b9e-8c93-5bbfc01239f9
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1099eb7e-cfde-4e28-8a98-ed5b73a2841f
• Other security certifications: Yes
• Any other security certifications: CyberVadis

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Ensuring new workers are informed of their right to join a trade union
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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