Bytes AWS Platform Management Core
Platform Management Core delivers managed AWS services, providing 24/7 monitoring, incident and change management, optimisation, and regular health checks. The service covers core AWS infrastructure, leverages native and enhanced monitoring, and operates under a co-managed model, ensuring efficiency, security, and proactive support for your cloud environment.
Features
- 24/7 AWS monitoring for infrastructure, applications, and cloud resources.
- Incident, change, and problem management for AWS environments and workloads.
- Regular health checks to optimise performance, security, and cost efficiency.
- Native and enhanced monitoring using AWS CloudWatch and third-party tools.
- Co-managed model, acting as an extension of your team.
- Service exclusions clearly defined for transparency and scope boundaries.
- Structured onboarding with dedicated SME and project management oversight.
- Monthly and quarterly service reviews with actionable reporting and insights.
- SLA-driven response times for incidents, changes, and problems.
- Advisory support aligned to AWS Well-Architected Framework best practices.
Benefits
- Maximises AWS efficiency, reducing manual effort and operational overheads.
- Proactively detects and resolves issues, minimising downtime and disruptions.
- Enhances security posture through continuous monitoring and best practice guidance.
- Streamlines incident and change management, improving service reliability and control.
- Delivers actionable optimisation recommendations, reducing business risk and costs.
- Provides transparent reporting, empowering informed decisions and strategic planning.
- Supports compliance needs with structured onboarding and global coverage.
- Facilitates collaboration, improving knowledge transfer and stakeholder engagement.
- Enables flexible financial options, aligning service to business requirements.
- Maintains service boundaries, ensuring clarity and focus for all parties.
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
4 1 6 8 1 1 1 9 1 2 7 5 8 5 8
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
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Platform Management Core excludes support for customer-developed applications, database administration, major architectural redesigns, and new infrastructure or software not identified at service activation.
General system administration of customer-managed operating systems, end-user desktop support, and application patching are not included. Custom monitoring, IAM redesign, landing zone remediation, and third-party tool integrations are excluded from onboarding. Geography-specific staffing is only available if explicitly agreed.
Larger projects, migrations, or significant changes require a separate Statement of Work (SOW). Customers remain responsible for application code, data, governance, and compliance decisions, with Bytes providing advisory support only.
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
- Platform Management Core offers multiple support levels to suit different operational needs. The Professional support tier provides incident and request management during business hours, covering change management, patching, and fault resolution, but excludes out-of-hours response and escalation unless specifically agreed. The Elite tier extends coverage to 24x7, including urgent incident response and access to on-call engineers for critical issues at any time. For customers requiring AWS Partner-Led Support, 24x7 access to Cloud Support Engineers is available via phone, chat, and email, with unlimited contacts and cases. Response times vary by severity, from less than 24 hours for general guidance to as little as 15 minutes for business-critical outages. A Technical Account Manager (TAM) is included with Enterprise and Partner-Led Support, providing strategic guidance, best practices, and regular reviews, with hours allocated based on AWS spend. Costs for Professional and Elite support are custom and based on requirements, while AWS Business Support+ starts at $29/month per account and Enterprise Support at $5,000/month. Unified Operations for mission-critical workloads is available via partner quote. All tiers include access to Cloud Support Engineers for technical queries and troubleshooting.
- AI chatbot
- Yes
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- 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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