Dell Corporation Limited

Lot 1: Dell Cloud Hosting Service (APEX Cloud Services)

Dell Technologies provide our APEX services portfolio to allow buyers to seamlessly manage all as-a-Service needs from one unified console and effortlessly scale to meet demands. APEX is a transformational technology experience allowing buyers to focus less on managing infrastructure and more on business outcomes, minimizing risk and maximizing resources.

Features

• simplified cloud experience as-a-service
• Consume in or adjacent to public cloud or on-premises
• Provision services quickly and scale resources on demand
• Migrate workloads and connect data with ease
• Avoid vendor lock-in
• financial flexibility with transparent pricing and monthly payments
• Protection against cyberattacks and unplanned downtime events
• Ensure data resides in known locations to ease compliance obligations
• Dedicated Customer Success Manager
• APEX Console that unifies and modernizes end-to-end journey

Benefits

• Secure, consistent multi-cloud experience across your entire environment
• Simplified and consistent multi-cloud
• Operational and strategic agility
• Easily and securely migrate workloads across your multi-cloud environment
• Develop data strategy based on business requirements not cloud lock-in
• Align technology with business needs and rapidly scale with flexibility
• Technology that's operated by you, but managed for you
• Minimize risk and maximize resources
• Portfolio of elastic, outcome-based IT services

£6.12 a unit an hour

• Education pricing available

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

Framework

G-Cloud 13

Service ID

386422803292164

Contact

Paul Armour
07540 141331
strategic_programmes@dell.com

Service scope

• Service constraints: Dell Technologies provide customizable services which can be tailored to meet the needs of each participating authority based on a specific requirement set. Any constraints may have with regards to a specific piece of work would be identified and confirmed during the scoping / qualification phase.
• System requirements:
  • Authority to Grant Access
  • Cooperation with Phone Analyst and On-site Technician

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email technical support is available via www.dell.co.uk/support, Email technical support aim to respond within one business day. This service should be used for non-critical issues only.; Web-chat technical support is available via www.dell.co.uk/support, and response is instant.; Dell also provide an option for buyers to log support calls via Twitter (@DellCaresPro) and response is generally within 1 hour.; TechDirect is an online portal Dell provide which allows buyers to submit and track an online ticket for an agent to engage on a case. TechDirect support team aim to respond within 48hours so advisory for use on low effected issues
• 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: Web-chat technical support is available via www.dell.co.uk/support.; ; When the buyer clicks the email link, the system automatically reads the service tag number to route the service to the correct team. The buyer has the option of amending the service tag number if, for example, they are using another system to log the fault. This service should be used for non-critical issues only. A technician will maintain contact with the customer throughout the life of the fault, regardless of how long this process takes. The technician will have suitable experience and carry industry recognized qualifications. The customer can track the progress of their call at any time via the online tracking tool at www.dell.co.uk/support. Dell is PCI compliant for its web-chat function.
• Web chat accessibility testing: Dell Technologies have a continuous quality management testing regime which operates week on week to ensure the best possible service is maintained without compromise.
• Onsite support: Onsite support
• Support levels: Dell offer both ProSupport and ProSupport Plus onsite services which provide 24/7/365 telephone assistance with NBD or 4 hour onsite repair options for buyers to choose from. Mission Critical support is Dell’s most rapid resolution service where we are able to provide 4 hour same day onsite response.; ; Mission Critical enables member institutions to set the severity level of the incident based on the business impact to you. For Severity level 1 incidents you will receive a single point of contact for incident management, escalation and status updates and a Dell engineer dispatched immediately to be onsite with you as soon as possible in parallel with phone-based troubleshooting.; ; Furthermore, Dell also offer buyers the option ton upgrade to ProSupport Plus. This is an enterprise-class support solution designed to proactively improve the performance and stability of your critical enterprise systems through expertise, environmental intelligence, expert engineers and Technical / Services Account Management (SAM). With this service, a dedicated SAM would be assigned to each buyer and provide day to day escalation management, monthly reporting and expertise on the buyers infrastructure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Dell Technologies where requested can provide participating institutions technical staff with post-sales technical support in the format of hands-on training or advice sessions and can cover items such as fault diagnosis and general problem resolution. ; ; Dell also provide a supplementary support tool named TechDirect as a value-add service which comes at no charge and provides and abundance of free training and support, primarily aimed at end users IT staff to help support, manage and maintain Dell desktops and notebooks. The tool also provides an option to enable buying trust’s technical support staff to become certified to support your Dell hardware and obtain an accreditation, again at no charge. ; ; Dell also offer a full suite of Dell Education Services training courses best-in-class education that improves your readiness and return on buyers Dell investments. Our learning organization is led by 3K strong staff including over 170+ instructors, portfolio and delivery, content developers, program managers and more in order to deliver a world class training and certification experience to our customers. These sessions can be delivered as Instructor-Led Training, Online Instructor-Led Training, Video Instructor-Led Training or On Demand Lab training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Dell Technologies utilize Deployment Verification Tools to ensure the configuration is working as designed and provide full deployment documentation with knowledge transfer at completion of delivery; Dell will capture all pertinent technical and configuration data on the newly deployed components and preload that information into Dell’s technical support systems. In case of issues, this detail will enable Dell Technical Support services to more quickly identify root causes and speed problem resolution. All of this documentation can be provided to buying authorities on request.
• End-of-contract process: At the end of the contract duration agreed and signed by the buying authority at the beginning of the contract period, the Dell Technologies contract will terminate without further cost implications. Dell Technologies can provide further services including support and consultancy after the termination / completion of the contract and a price for these additional services can be provided to a buying authority upon their request at point of need.

Using the service

• Web browser interface: Yes
• Using the web interface: Dell Technologies provide our Enterprise Delivery Portal tool which links to TechDirect as a web interface for buyers to access/update information for our deployment services. Assigned Dell Technologies Project Managers are on hand to steer byers through this process.; ; This interface can be used for entering site readiness details and scheduling deployment project. Examples of items include: confirming details on power requirements and network connections.; ; Upon project completion, documents relevant to the service can be exported into excel / PDF / HTML by buyers.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The Enterprise Delivery Portal tool is an online web interface version of our Pre-Engagement Questionnaire completed ahead of Dell performing any deployment services.; ; Buyers will be added as a primary customer contact by the Dell Technologies project manager (PM) and will be sent an email with details when the project is available in TechDirect.​ Once completed, you can view and manage your project immediately.​
• Web interface accessibility testing: Dell Technologies have a continuous quality management testing regime which operates week on week to ensure the best possible service is maintained without compromise.
• API: Yes
• What users can and can't do using the API: Dell Technologies provide the software code and instructions you need to integrate Dell functionality into your environment—managing your solutions from one central location within our TechDirect portal. As IT environments become more complex, TechDirect APIs (application programming interfaces) can keep you working in the help desk you know. With familiar interfaces built on standard protocols and powered by Dell, your team will be up and running in no time—with little training required and a huge boost to productivity. TechDirect application programming interfaces (APIs) are designed to enable you to securely connect your software solution to Dell's technical support systems through your existing help desk. As an example, Dell provide Warranty Management API, Technical Support Request API, Self-Dispatch Support Requests API.
• API automation tools: OpenStack
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
  • Other
• Using the command line interface: Dell Technologies provide command line interface options to supplement our array of deployment services.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We can apply quality of service (QoS) around all of our platforms.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • SMS
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Growth forecasting
  • Other telementary information
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: Never
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data shredding, log scrubbing and data erasure to meet the required security standards.(SEC)
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Files
  • Virtual machines
  • Databases
  • Luns
  • File systems
  • Snapshots
• Backup controls: Users can backup in any format they like, e.g back-up, schedules, manual, customer defined automated processes/scripts.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Data encryption, SED drives and DARE.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Tbc
• Approach to resilience: All of our platforms and services are fully resilient with no single point of failure within datacentres or across datacentres.
• Outage reporting: Dell website/public dashboard, API, email alerts and Dell's secure connect gateway services.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Physical and logical segregation and encryption.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NSAI
• ISO/IEC 27001 accreditation date: 05/01/2022
• What the ISO/IEC 27001 doesn’t cover: Available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 01/07/2018
• What the PCI DSS doesn’t cover: Available on request
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Distributed Management Task Force
  • The Forum for Incident Response and Security Teams
  • International Committee for Information Technology Standards
  • Internet Engineering Task Force
  • The Open Group
  • Organisation for Advancement of Structured Information Standards
  • Software Assurance Forum for Excellence in Code
  • Storage Networking Industry Association

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials; Distributed Management Task Force(DMTF); The Forum for Incident Response and Security Teams(FIRST); International Committee for Information Technology Standards(INCITS); Internet Engineering Task Force(IETF); The Open Group; Organization for the Advancement of Structured Information Standards(OASIS); Software Assurance Forum for Excellence in Code(SAFECode); Storage Networking Industry Association(SNIA)
• Information security policies and processes: Dell Technologies has implemented corporate information security practices and standards that are designed to safeguard the corporate environment and to address: (1) information security; (2) system and asset management; (3) development; and (4) governance. These practices and standards are approved by the Dell CIO and undergo a formal review on an annual basis.; ; Dell's Product and Application Security organization has established a security program that applies across all Dell products and applications. This framework addresses all aspects of product security: Policy, People, Process and Technology.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Dell Technologies Change Management Process for services would generally consists of the following:; • Change Initiation – All proposed changes will be forwarded to, or originated by, the SPOC and documented. A copy of the proposed change request will be forwarded to the buyer contact. Change requests will be documented using a Change Request Form; • Change Validation – Dell will examine the proposed change and may discuss the change request with the buyer Contact to clarify the details of the request.; • Change Implementation – If the change request is approved, the change will be noted as approved
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dell strives to help buyers minimize risk associated with security vulnerabilities in our products. Our goal is to provide buyers with timely information, guidance, and mitigation options to address vulnerabilities. ; Dell uses a rigorous process to continually evaluate and improve our vulnerability response practices and regularly benchmarks these against the rest of the industry. We are an active participant in SAFECode, FIRST, and adhere to ISO 29147 and 30111.; Dell makes every effort to provide the remedy or corrective action in the shortest commercially reasonable time. Response timelines depend on many factors, such as the severity, impact and complexity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Dell and buyer will ensure that it has appropriate technical and organizational measures in place to reasonably ensure that the security, confidentiality, integrity, availability and resilience of services involved in the Processing of any Data.; ; Our APEX services are generally run on-prem at a buyers data centre, therefore the buyer would still be responsible for their security into the site. For APEX Services run from secure Dell-managed Equinix data Centre, Equinix would assume responsibility for security into the site. Dell Technologies will ensure all hardware we provide as part of an APEX solution is patched and configured to best practice.
• Incident management type: Supplier-defined controls
• Incident management approach: ProSupport and ProSupport are enterprise class levels of support with pre-defined incident management processes to ensure we can offer flexibility in how you may wish to notify Dell of incidents. ; ; Telephone support is available 24x7x365 as well as Online, Chat, and Email Support via the Dell ProSupport website / social media (Twitter).; ; TechDirect provides a Self-Dispatch Program, and SupportAssist; provides remote monitoring and “call home” error reporting. ; ; For Incident Reports, these are available any time on request to all buyers. Furthermore, with a ProSupport Plus contract, a dedicated SAM will provide monthly reporting including full incident report covering all incidents.

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: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Logical security segregation of data and networks or if required physical segregation of all hardware.

Energy efficiency

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

Social Value

• Fighting climate change:

  Fighting climate change

  Advancing Sustainability ; ; Moonshot Goal ; By 2030, for every product a customer buys, we will reuse or recycle an equivalent product. 100% of our packaging will be made from recycled or renewable material. More than half of our product content will be made from recycled or renewable material; Other Goals ; • We will reduce Scopes 1 and 2 greenhouse gas emissions by 50% by 2030 ; • We will source 75% of electricity from renewable sources across all Dell Technologies facilities by 2030 - and 100% by 2040 ; • We will reduce the energy intensity of our entire product portfolio by 80% (FY12–FY21) ; • We will partner with our direct material suppliers to meet a science-based greenhouse gas emissions reduction target of 60% per unit revenue by 2030 ; • We will drive sustainability improvements in our global workplaces through 2030 ; • Each year through 2030, we will show continued commitments to provide healthy work environments where people can thrive ; • Each year through 2030, we will deliver future-ready skills development for workers in our supply chain ; • Each year through 2030, we will continue engagement with the people who make our products
• Covid-19 recovery:

  Covid-19 recovery

  N/A
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  Cultivating Inclusion ; Moonshot Goal ; By 2030, 50% of our global workforce and 40% of our global people leaders will be women; ; Other Goals ; • By 2030, 25% of our U.S. workforce and 15% of our U.S. people leaders will be Black/African American and Hispanic/ Latino minorities ; • Each year through 2030, 90% of our employees will rate their job as meaningful ; • By 2030, 50% of our employees will participate in Employee Resource Groups to drive social impact ; • Each year through 2030, 75% of our employees will believe their leader is inspiring ; • By 2030, 95% of our employees will participate in annual foundational learning on key topics such as unconscious bias, harassment, microaggression and privilege ; • Each year through 2030, 50% of the people empowered by our social and education initiatives will be girls, women or underrepresented groups; ; Transforming Lives ; Moonshot Goal ; With our technology and scale, we will advance health, education and economic opportunity initiatives to deliver enduring results for 1 billion people by 2030; ; Other Goals ; • Each year through 2030, 50% of the people empowered by our social and education initiatives will be girls, women or underrepresented groups ; • By 2030, we will use our expertise and technology to help 1,000 non-profit partners digitally transform to better serve their communities ; • Each year through 2030, 75% of our employees will participate in giving or volunteerism in their communities; • To prove our commitment to these initiatives we highlight some of the more recent successes.
• Wellbeing:

  Wellbeing

  N/A

Pricing

• Price: £6.12 a unit an hour
• Discount for educational organisations: Yes
• 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 strategic_programmes@dell.com. Tell them what format you need. It will help if you say what assistive technology you use.