Bytes Elevate Partner-Led AWS Support
Elevate (PLS) delivers premium, partner-led AWS support that enhances performance, accelerates issue resolution, and strengthens cloud reliability. With proactive optimisation, expert guidance, and 24/7 coverage, it unlocks greater value from AWS while replacing traditional AWS support models when Bytes is your billing partner.
Features
- 24/7 context‑aware AWS technical support for critical workloads.
- Rapid 15‑minute SLA for high‑severity incident response.
- Proactive monitoring to optimise reliability and prevent service disruptions.
- Backup success and failure monitoring with timely alerts.
- Dedicated Technical Account Manager for strategic cloud guidance.
- Regular Well‑Architected Reviews improving security, cost, and performance.
- Security posture reviews enhancing compliance and resilience.
- Self‑service tooling enabling faster insights and operational control.
- Partner‑led support replacing AWS Business and Enterprise Support.
- Specialised expertise accelerating cloud optimisation and operational excellence.
Benefits
- Improves cloud stability through proactive monitoring and rapid issue resolution.
- Reduces business risk with expert, context‑aware AWS support.
- Accelerates incident recovery with fast, high‑severity SLA responses.
- Strengthens operational efficiency through ongoing optimisation insights.
- Enhances decision‑making via dedicated technical account guidance.
- Improves security posture with continuous reviews and best‑practice alignment.
- Reduces unplanned downtime through early alerting and workload oversight.
- Optimises cloud costs using structured reviews and efficiency recommendations.
- Simplifies operations with self‑service tools and streamlined support pathways.
- Boosts cloud performance through well‑architected assessments and remediation.
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
2 9 9 3 7 2 3 8 7 9 5 4 2 0 0
Contact
BYTES SOFTWARE SERVICES LIMITED
Richard Read
Telephone: 01372 418 500
Email: tenders@bytes.co.uk
About your service
- Service categories
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Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
- Dispatch of service technicians and/or parts
- End user training coordination
- Other
Service scope
- Service constraints
- Elevate (PLS) is only available when Bytes is the customer’s AWS billing partner. Support is delivered remotely and excludes customer‑managed applications, database tuning, architectural redesigns, and routine system administration tasks, which require separate Statements of Work. Effective monitoring depends on customers tagging resources correctly and following best‑practice guidance provided during reviews. Some onboarding stages require customer engagement for validation and configuration. Escalations follow predefined pathways and may involve third‑party suppliers. The service does not replace internal operational responsibilities beyond the defined scope
User support
- Email or online ticketing support
- Yes
- Support response times
- All tickets are responded to within 15 minutes and then ongoing responses are per the SLA's set around ticket type, ticket priority and impact to the customer.
- 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
- Yes
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.2 AA
- Web chat accessibility testing
- We have tested both written and spoken chat against our AI tools in order to help assist customers in the best way possible including: Screen Reader Testing Keyboard-Only Navigation Magnification & Contrast Speech Recognition.
- Support levels
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Elevate (PLS) provides a single, premium partner‑led support level designed to replace AWS Business or Enterprise Support. This unified support tier delivers 24/7 context‑aware technical assistance, proactive monitoring, backup oversight, and rapid incident resolution backed by a 15‑minute SLA for critical incidents. All support is delivered remotely by certified Cloud Support Engineers with escalation pathways into senior specialists and third‑party providers when required.
Pricing for Elevate (PLS) is bundled into the customer’s commercial agreement and varies based on AWS consumption, scope, and contract terms—there are no per‑incident charges. As a condition of service, Bytes must be the customer’s AWS billing partner. Each Elevate customer receives a dedicated Technical Account Manager (TAM) providing strategic cloud guidance, best‑practice alignment, Well‑Architected Reviews, security assessments, and roadmap recommendations. The TAM acts as the primary relationship owner, while Cloud Support Engineers handle day‑to‑day troubleshooting, investigation, and operational queries. This structure ensures customers benefit from a high‑touch, proactive support experience engineered to improve cloud stability, reduce operational overhead, and maximise AWS value. - AI chatbot
- Yes
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Amazon AWS
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Developed Vetting (DV)
Pricing
- Discount for educational organisations
- No
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security audit and assurance | £1,650.00 | £1,650.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security secure systems architecture and design | £1,650.00 | £1,650.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £950.00 | £950.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Citation ISO Certification Ltd
- ISO/IEC 27001 accreditation date
- Wednesday 5 March 2025
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- Peers Quality Assurance Ltd
- ISO 9001 accreditation date
- Wednesday 1 November 2023
- What the ISO 9001 doesn’t cover
- N/A
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- SecurityMetrics
- PCI DSS accreditation date
- Thursday 23 October 2025
- What the PCI DSS doesn’t cover
- N/A
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 3990f676-b304-42c4-9776-0869f2d32229
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 21e94cf4-cda7-4d3a-8343-71e6363aef69
- Other security certifications
- Yes
- Any other security certifications
- IASME Cyber Assurance L2
Social value
- Section B - Commitment for Future: Delivery
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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
- New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
- New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
- 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
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
- Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
- Volunteering opportunities for staff
- Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
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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.
- Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
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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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises
- Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
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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.
- Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and 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
- Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
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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
- Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
- Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
- Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
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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 the issues affecting the development of new skills by target cohort
- Understanding of issues relating to entering the contract workforce
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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
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