Rowe IT Limited

AWS Managed Service and Support

Provision of fully managed services, support and maintenance of bespoke solutions, developed inhouse or via a 3rd party, on AWS.

We provide secure, robust and scalable managed service, following our ISO9001 and ISO27001 processes. As AWS partners we are well versed in migrating, hosting, supporting and maintaining cloud systems.

Features

• Scaleable hosting environment
• Resilient database and storage design
• Experts in Python/Django, Node and Java/Spring based services
• Repeatable build and deployment with DevOps (Infrastructure as code)
• System hosting, migration, configuration, development and support
• Full life-cycle management
• Business intelligence of system use with AWS QuickSite
• CMS expertise (Joomla, Wordpress, Wagtail, Bloomreach, Drupal)
• Experts in HTML, JavaScript, TypeScript (Angular/AngularJS) and CSS
• UX and Service Design expertise

Benefits

• Cost reduction
• Assured service
• Full service administration or basic service hosting
• Flexible SLAs by arrangement
• Certified AWS Experts
• Part of the AWS Partner Network (APN)
• Secure-by-design following AWS well architected principles
• FinOps optimisation to ensure value for hosted solutions
• Automated monitoring, alarms and scaling
• ITIL service management processes

£700 to £1,500 an instance a month

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 enquiries@roweit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

331266149451341

Contact

Paul Rowe
01752 966522
enquiries@roweit.co.uk

Service scope

• Service constraints: Constrained only by limitations of 3rd party system.
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times will be determined during SLA discussions, and can be from 1 working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support levels are decided during SLA discussions. All services have a technical account manager and access to a cloud support engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Initial consultancy to plan migration and the on-boarding process. Accessing capacity needs and SLA requirements.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A database extract can be provided at contract end.
• End-of-contract process: At end of contract we engage with client to plan and manage the decommissioning of the service, and arrange for any migration of data.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Each deployment runs in its own environment, with dedicated resource.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: All aspects of the systems.
• Backup controls: Users can discuss backup schedules with out support team.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: SLAs will be agreed during initial discussions, and will be customised for each deployment.
• Approach to resilience: This information is available on request.
• Outage reporting: Outage reporting will be via email alerts.

Identity and authentication

• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Only assigned personnel are provided access to systems interfaces. These policies and procedures are guided by our ISO27001 ISMS.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Dedicated device over multiple services or networks

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 22/04/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001

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: Rowe IT have a fully accredited ISMS process in accordance with ISO27001 which is audited and certified annually. We also have Cyber Essentials Plus.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Application configuration and change management is via a configuration management system. Changes are assessed to ensure security is maintained via peer review and vulnerability assessment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: This is managed via our ISO27001 process
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is managed from our PaaS dashboard and alerting mechanisms.
• Incident management type: Supplier-defined controls
• Incident management approach: This is managed through our ISO27001 ISMS,

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 v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: AWS
• How shared infrastructure is kept separate: Different organisations are provided with their own dedicated environment and resources.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: TBC

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We commit to be a more sustainable organisation and towards achieving Net Zero by 2030. We will actively work to be a positive part of your supply chain and to deliver additional environmental benefits in the duration of this framework agreement.; ; Since we started on our path of growth, sustainability and mitigating adverse impacts on the environment have been high on the agenda. It is an important element of our overall company strategy and top management are committed to making this a successful part of business operations.; ; Our roadmap to net zero sets out our goals, training and volunteering plans and gives us a framework over the next 7 years. To achieve net zero by 2030, we will reduce emissions throughout our business and supply chains working with our partners and suppliers to help with measuring their carbon footprint. We will also be working to inform our employees and community about ways in which they can take action towards net zero.; ; Some of our ongoing initiatives include:; - Leasing energy-efficient office space with LED lighting and on-site solar panels.; - A zero to landfill waste policy at our office.; - Encouraging our staff to do environmental volunteering days by allocating time for volunteering.; - Considering a whole lifecycle approach in our procurement policies.; - Use of sustainable transport and remote conferencing technologies where possible.

  Covid-19 recovery

  We are helping our community to recover from Covid 19 through a series of volunteering and work experience initiatives. We are providing employment opportunities as well as adapting to new working conditions with a successful hybrid working model.

  Tackling economic inequality

  Throughout the delivery of this contract, we commit to help tackle economic inequality by the creation or development of new businesses, jobs, skills, increasing supply chain resilience and capacity.; We will focus our resources on helping people into employment whether it be with equipment, knowledge, or work experience. This will be by:; - Providing placements, internships, mentoring and graduate employment opportunities for Plymouth University, Exeter University, and Callywith College.; - Providing a four-year Level 6 Digital and Technology Solutions Professional Apprenticeship in partnership with Exeter University (advertised on the Government Apprentice portal).; - Providing careers talks in schools, STEM support in local primary schools, and digital skills workshops for local youth clubs.; - making sure social media is inclusive and representational ; ; Rowe are active members of Software Cornwall, Tech South West and the Digital Skills Partnership (Cornwall and Devon) a collaborative group of technology enterprises which promotes the growth and development of software businesses and employment opportunities. We will look to exchange knowledge, best practice and skills which will benefit the software community and its' customers.; ; Our suppliers are selected though an open, risk-assessed selection process (e.g. using Contract Finder to advertise sub-contracting opportunities). We follow the UK Government’s Prompt Payment Code which supports the SMEs in our supply chain. We have both anti-bribery and anti-corruption policies in place, and we extend these contractually throughout our supply chain.; As a strong advocate for Equality, Diversity and Inclusion, we are committed to ensuring we create opportunities and raise aspirations for everyone within our community. We have signed up to and are actively achieving:; - The Race at Work Charter; - The Disability Confident Scheme; - The Armed Forces Covenant; - The Tech Talent Charter

  Equal opportunity

  We are committed to reducing the disability employment gap and tackling inequality in the workplace. We follow the government's Disability Confident & CIPD guidance as well as the Race at Work Charter and provide an inclusive culture. ; ; We are committed to providing a working environment that is free from discrimination, harassment or victimisation and will ensure that our recruitment, promotion, and retention procedures do not discriminate and are inclusive. Rowe expects all our people to take responsibility for observing, upholding, promoting, and applying this commitment. This includes treating all colleagues and customers fairly and with dignity, trust, and respect.; The development of new skills within our workforce under this contract is essential to keep pace with the everchanging technology used in our sector. Our approach to professional development is cognisant of the barriers to disabled people, and we ensure that our training and development is inclusive and accessible.; All staff have a 1-2-1-line manager who receives training in performance management, mentoring, mental health and disability awareness. Line managers ensure that individual training and Personal Development Plans (PDPs) are put in place to confirm reasonable adjustments are made, and due diligence conducted when considering training.; ; We provide career and development potential within the organisation to attract and retain skills and promote a positive workplace whilst creating opportunities in our local community. As part of this, we run a degree apprenticeship programme in partnership with the University of Exeter as well as work experience weeks to provide students with invaluable practical experience of working in a software consultancy.

  Wellbeing

  our customers, suppliers, staff and the communities we serve through engagement, co-design/creation, training and education, partnering/collaboration, and volunteering.; We engage regularly with staff on physical and mental health and wellbeing via Slack, during daily stand-up meetings, in monthly 1-2-1s, quarterly updates, annual company retrospectives with interactive activities, and through surveys.; We will continue to work with our staff to create healthy working environments. We offer flexible working for a healthy work-life balance, operating in hybrid/remote mode, with all staff set up to work safely and securely from home.; Our line managers have all completed ‘Mindful Manager’ training, run in partnership with Devon Partnership NHS Trust and Mindful Employer. One of our Directors has completed the Mental Health First Aider training which teaches skills to recognise when someone is experiencing poor mental health and to provide early intervention and first-level support.; We provide one day to all staff to volunteer for charity annually. Rowe employees have spent this taking part in the Surfers Against Sewage 100 mile beach clean, working for a homeless charity local to our office in Plymouth as well as supporting the wellbeing of elderly people in our local area. This increases our staff’s engagement with our local community benefitting both mental and physical health.

Pricing

• Price: £700 to £1,500 an instance a month
• Discount for educational organisations: No
• Free trial available: 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 enquiries@roweit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.