Cloud Operations and Reliability Engineering
Operational support for live, buyer-owned cloud infrastructure. The service monitors environments, coordinates incident response, oversees patching status, and validates backup and recovery readiness. It helps support cloud services in stable, secure day-to-day operation, without providing cloud hosting, provisioning resources, operating environments on the buyer’s behalf, or delivering application development.
Features
- Continuous monitoring and alerting for live cloud infrastructure
- Incident triage and escalation coordination for production services
- Infrastructure patching and configuration oversight
- Backup configuration and recovery readiness validation
- Operational risk identification and reporting
- Support for cloud operational documentation and runbooks
- Coordination with buyer teams and third-party suppliers
- Least-privilege access management for operational support
Benefits
- Maintains stability of live cloud services
- Reduces risk of unplanned service disruption
- Improves operational visibility for service owners
- Supports secure operation of cloud environments
- Enables faster response to operational incidents
- Reduces operational risk through structured oversight
- Clarifies responsibilities across suppliers and teams
- Retains buyer control of cloud infrastructure and decisions
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
4 5 9 7 0 2 5 3 1 1 9 8 9 5 0
Contact
Sputnik Digital
Andy Nicol
Telephone: 07713119699
Email: andy@sputnik.digital
About your service
- Service categories
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Cloud Support Services
Ongoing Support
- Logging and management of incidents
- Reporting and proactive results analysis
Service scope
- Service constraints
- This service provides operational support for existing, live cloud environments and does not include cloud hosting, resource provisioning or application development. Support is delivered primarily remotely during agreed support hours. The service relies on appropriate access to buyer-owned cloud environments and timely engagement from buyer teams and third-party suppliers. Backup restores, disaster recovery execution and implementation of remediation actions remain the buyer’s responsibility. The service does not provide availability, performance or uptime guarantees and operates within the buyer’s existing security and governance frameworks.
User support
- Email or online ticketing support
- Yes
- Support response times
- Questions receive a response within 1 business day during support hours. Requests submitted at weekends or bank holidays are acknowledged the next business day.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.2 AA
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
We provide a single standard level of support for this service with no tiers. There are no different support levels and no separate costs for different support levels. Support is included in the service price.
Each engagement has a named delivery lead who acts as the primary point of contact for coordination and escalation. A technical account manager and cloud support engineer are not provided as part of this service.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Enterprise architect | £950.00 | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Security architect | £950.00 | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Solution architect | £950.00 | £950.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Performance analyst | £950.00 | £950.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business analyst | £950.00 | £950.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Delivery manager | £950.00 | £950.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 60386357-8d7f-45c6-93eb-45489fa82b52
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 08187e95-33d6-4e7f-b6e5-a2c921a0853e
- Other security certifications
- No
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
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- 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
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
- 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
- Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
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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
- Collaborating with anchor institutions and community groups to make facilities available for education, training or community events
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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
- Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
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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 recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
- 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
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