Digital Space Cloud Services Limited

Digital Space AWS Managed Service

DigitalSpace will fully monitor and support your AWS infrastructure for a fixed percentage of your AWS costs. DigitalSpace is a top scoring AWS Managed Services Partner and was the first partner in Europe to gain the AWS Government Competency. All Digital Space support staff are UK Government Security Cleared.

Features

• Top-scoring, independently audited managed service
• Our pro-active monitoring resolves issues before you notice them
• We use an ITIL approach
• We hold ISO27001, ISO9001 and ISO14001
• All staff are government Security Cleared and UK based
• All staff hold AWS Solution Architect Associate or above
• Our AWS Public Sector competency means we talk your language
• Our percentage-based pricing makes costs more transparent
• Unique secure portal lets you monitor & manage your services
• Already provided to UK Central Government customers

Benefits

• High quality service
• Pro-active incident resolution saves time and effort
• Integrates easily with your service desk
• Staff and process security is already in place
• Highly qualified staff ensure rapid resolution of issues
• We can work as an extension of your team
• You can calculate the impact of changes simply
• Shared, secure monitoring is included for free
• Optional 24x7x365 support
• UK based support and monitoring centre

£750 a unit a month

• 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 frameworks@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

452677782404986

Contact

Gary Beddow
0333 220 0222
frameworks@digitalspace.co.uk

Planning

• Planning service: Yes
• How the planning service works: Digital Space provides this as a separate service: 'Digital Space AWS Architecture, Design and Build Services'. We gather details of your existing and / or planned environment and will involve our accredited AWS Professional Architects to design your architecture, ensuring that it meets your needs for security, availability, accessibility, scalability and resilience while conforming to AWS best practice and the 14 NCSC Cloud Security Principles. We provide you with a discovery document explaining the suggested architecture and technical choices and handling any specific issues; a project plan and a budget that takes account of your timescales and needs.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Amazon Web Services (AWS)

Training

• Training service provided: Yes
• How the training service works: We typically train small numbers of your staff on-site or remotely who then train others and can also help you access a wide variety of AWS online and on-site training programmes
• Training is tied to specific services: Yes
• Services the training service works with: Amazon Web Services (AWS)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We help customers move from on-premise data centres to the AWS Cloud. We analyse your existing infrastructure and plans then design an AWS architecture which we agree with you. We then agree a migration plan and implement it using tools that can clone servers and copy data without disrupting live usage. Once services have been signed-off and we have gathered 6 weeks' operational data, we can assist in right-sizing your infrastructure and then in reducing costs through stopping services when they are not in use, advising on the purchase of Reserved Instances or Savings Plans; and using exchange rate hedging to reduce foreign exchange risks.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Amazon Web Services (AWS)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We ensure that new infrastructure is fit for purpose by agreeing the design up-front with you; performing our own tests; asking you to test and sign off; and then supporting external penetration tests if you require them. ; ; Where possible, we build environments from scripts using CloudFormation or Terraform so that we can regenerate them rapidly and reliably. We provide performance testing environments when you require them using scripts that ensure that they mimic live environments (though they are usually scaled-down).; ; We test customer satisfaction with ongoing support services through monthly Service Review meetings. In these, we ask a standard set of quality assurance questions, requiring customers to give us an overall score for our service. Scores below 8 / 10 result in action plans and internal escalation.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management
  • Security audit services

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide support for the Amazon Web Services (AWS) platform, for customer infrastructure that runs on it and for our own products. We have been accredited as an AWS Managed Service Partner for several years and scored 1000/1000 in our last on-site audit. We have a very experienced, security cleared team and we run a 24/7 rules-based monitoring system that helps us to track and resolve incidents before they affect services. Our support service includes free, secure access to our monitoring portal which allows you to view near real-time data on your infrastructure, run reports and directly control certain activities via a point and click interface.

Service scope

• Service constraints: Support is provided remotely and requires you to buy AWS Business Support or a higher AWS support offering so that we can raise and resolve any issues with the basic AWS services on your behalf. Buyers must buy their AWS infrastructure through Digital Space so that we can monitor the AWS infrastructure costs on which this service is priced. We are an AWS Reseller and charge zero margin on AWS infrastructure.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial response is based on the priority of the request:; Critical: 10 minutes; High: 30 minutes; Medium: 30 minutes; Low: 1 day; Support is provided during UK working hours unless you purchase our 24/7 Critical Incident Cover.
• 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: No
• Support levels: We provide 3 levels of support:; 1: AWS Infrastructure only; 2: Infrastructure & Operating System; 3: Advanced (includes special security and more integrated working with your team); 24/7 Critical Incident Cover as an add-on to any of the above levels.; See more detail in our Service Definition.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services (AWS)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus Isoqar Limited
• ISO/IEC 27001 accreditation date: 25/8/2021
• What the ISO/IEC 27001 doesn’t cover: Nothing - all areas of our business
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27017 Cloud security

Social Value

• Fighting climate change:

  Fighting climate change

  We monitor and publish our carbon emissions annually and have committed, via the Science Based Targets Initiative, to reduce them by 42% by 2030 against 2020 levels. We hold ISO14001 and have a Corporate Social Responsibility group that meets monthly to design and deliver improvement projects including improvements to the energy efficiency of our data centres. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).; ; We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.; ; We gained a bronze award in 2022 from EcoVadis for being in the top 50% of the companies for whom they track Corporate Social Responsibility.
• Tackling economic inequality:

  Tackling economic inequality

  Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business. ; ; More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.; We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge. ; Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.
• Equal opportunity:

  Equal opportunity

  Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that.; The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.; ; Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.; That means every employee at Digital Space should have:; • An equal chance to apply and be selected for posts pre-employment; • An equal chance to be trained, developed, and promoted whilst employed with the company; • An equal chance to have their employment terminated equally and fairly; Employees have the right to:; • Fair practices and behaviour in the workplace; • Fair allocations of workload; • A workplace that is free from unlawful discrimination, harassment or bullying; • Merit based selection process for recruitment and promotion; • Fair processes to deal with work-related complaints and grievances; ; We have completed the government's Modern Slavery Assessment Tool and are working to educate our staff so that they are more aware of potential issues.
• Wellbeing:

  Wellbeing

  Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.; ; The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.; ; We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.

Pricing

• Price: £750 a unit a month
• Discount for educational organisations: Yes

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