CACI UK Ltd

Cloud Support Service

CACI's cloud support services provide 24x7 UK based support to complement a customer's cloud provider(s) and software vendor(s) capabilities.

The service supports IaaS, PaaS, SaaS and Serverless, plus Operating System and Software Stack in any mix to suit the customer's current and future cloud workloads.

Features

• Supports secure landing zones suitable for UK Government workloads
• Supported providers include: Amazon Web Services (AWS) and Azure
• 24x7, 3-tier technical support within ITIL aligned service management system
• Regular and emergency patching services as standard
• DevOps approach, supporting IaC, CI/CD, containerisation, orchestration
• Supported by team of Security Check cleared, UK based personnel
• Optional 3rd party vendor management, service management & SIAM
• Supports integration with Managed Security Service providers

Benefits

• Diverse support; IaaS with O/S, software stack through containers
• Diverse support cont’d: and orchestration to Serverless functions
• Supports workloads across multiple cloud hosting providers under one-contract
• Integrates with Managed Security Services from 3rd party providers
• Optional support of customers CI/CD pipeline and IaC deployments
• Modular support to complement other parties support capabilities
• Experienced DevOps/solutions architects available for design and automation enhancements
• Underpinned by ISO27001, ISO9001 and ISO20000

£430 to £1,500 a unit a day

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 digital.marketplace@caci.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

469104132822470

Contact

CACI Digital Marketplace Sales Team
0207 602 6000
digital.marketplace@caci.co.uk

Planning

• Planning service: Yes
• How the planning service works: CACI has a range of skills to architect, design, deliver, deploy and provide support to customers. We work with the senior stakeholders and users of each customer to devise technology solutions to:; ; • Meet organisational objectives; • Manage entire technology transformation programmes; • Deliver individual work packages; • Support infrastructure to offer the best available technical support at competitive prices; ; Even when there is no identified organisational objective, CACI’s initial engagement can instead focus on auditing technology, with services such as: Cloud Readiness Assessment, Cost Optimisation Assessment, Virtualisation Optimisation Assessment, Virtual Network Assessment, Estate Audit etc.; ; The above will help identify risks and inefficiencies within the customers current IT estate and cloud consumption model. An estate audit can cover Physical, Logical, Performance, Design, Resilience, Vulnerability, End of Life and Operational audits.; ; The CACI cloud assessment service enables customers to determine the suitability for applications for cloud migrations and the most effective approach thus minimising risks to the organisation and the services it provides.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: CACI’s services enable customers to identify which applications are suitable for consideration as part of a wider cloud migration strategy - unlocking the potential savings associated with cloud services by removing an application's dependency on legacy environments. ; ; We ensure customers are utilising the latest capabilities and product releases from a specific cloud provider or across all cloud providers. We have a mature approach to rapid cloud migration proven through multiple successful projects for public and private sector customers. ; ; We have adaptable project plans and code bases for migration which enable us to deliver successful migration of OFFICIAL and OFFICIAL SENSITIVE workloads in as little as three months.; ; CACI’s team of experts is technology and software agnostic covering all the leading cloud, virtualisation, equipment and application vendors. This allows CACI to provide independent and best practice consulting to help organisations select the right cloud provider for them.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: CACI provides a broad range of comprehensive quality assurance services covering all functional and non-functional requirements. Unit, system, integration, reliability, recoverability and performance testing are all available as part of this service. ; ; Where the customer's quality and performance requirements are not fully defined, CACI can provide experienced business analysts and technical subject matter experts to help develop them in alignment with organisational needs to a testable state.; ; We can provide the full range of these services or assist and support customers in planning and executing their own quality assurance and performance test cycles.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Intrusion detection
  • Vulnerability management
  • Managed web application firewall
  • 24/7 Security Incident Response and Resolution
  • AWS and Azure integration
  • Design and Deployment services for Protective Monitoring
  • Vulnerability and threat mitigation 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: CACI has a dedicated support team which is highly experienced in supporting a large range of different services for the public sector, both local and central government, as well as a wide range of large enterprises and blue-chip companies in the private sector, including but not limited to: telco, finance, banking, utilities, media, retail, aviation, transport.; ; Support for these mission critical digital and real-time data services is delivered through a 24x7, 3-tier, ITIL aligned service management organisation. CACI’s 3rd line includes senior developers, architects and DevOps with a huge array of technical expertise and experience across infrastructure, software components, development languages and industry sectors.; ; Supported cloud platforms include:; ; • Amazon AWS; • Microsoft Azure; ; We support bespoke and COTS applications developed by CACI or customer and third-party organisations.; ; We provide monitoring, alerting and ITSM tooling and can use or integrate with the buyer's tooling and processes.; ; We can act as SIAM across the customer's third-party service providers or as a resolver group for specific elements of the customer's workload.

Service scope

• Service constraints: There are no constraints other than regulations in respect to customer requirements, legal obligations to data protection and information security.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: CACI’s standard Service Level Agreement (SLA) includes average response times to high priority (P1 / P2) enquiries within 30 minutes and 1 hour for P3 and P4 (within office and extended hours). ; ; Customers typically purchase out-of-hours cover for P1 and P2 only, however, CACI offer enhanced out-of-hours cover where the customer requires it. Many of the workloads we support are genuine 24x7 services supporting business critical functionality.; ; For customers providing critical services, a 24x7x365 service and tailored SLAs can be provided upon agreement at additional cost.
• 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: CACI’s standard Service Level Agreement (SLA) includes average response times to high priority (P1 / P2) enquiries within 30 minutes and 1 hour for P3 and P4 (within office and extended hours). ; Customers typically purchase out-of-hours cover for P1 and P2 only, however, CACI offer enhanced out-of-hours cover where the customer requires it. Many of the workloads we support are genuine 24x7 services supporting business critical functionality.; For customers providing critical services, a 24x7x365 service and tailored SLAs can be provided upon agreement at additional cost.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Initial ISO 27001 certification on 11-04-2006 which was renewed on 06-07-2021.
• What the ISO/IEC 27001 doesn’t cover: All CACI Cloud Support Services are covered.
• 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:
  • CACI holds Data Seal.
  • Registered with the ICO - Network and Information Systems Directive
  • ISO 9001 - this includes additional elements regarding security

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a supplier primarily of professional IT services, CACI’s environmental impact is minimal. However, we are constantly looking at how we can operate more efficiently in our fight towards climate change. We are working towards a Net Zero Carbon business model through our delivery to our customers as promoting this to our supply chain. ; This commitment is demonstrated by our achievement of ISO14001 accreditation, which we have held for nine years. To attain this standard, we ensure our Environment Management System (EMS) met the following requirements:; -Awareness of environmental impact through procedures and controls; -Acceptance of responsibility through environmental management systems; -Reducing harmful impacts via environmental policies; -Displaying community responsibility via staff training and awareness; ; We are fully committed to working towards a circular economy approach and where practically possible CACI select the most sustainable means to operate its facilities We remain aware of any and all opportunities to share, lease, reuse, repair, refurbish and recycle existing materials and products. That includes using recycled paper, enforcing double sided printing, and using Energy Star devices. Our recycling policy includes energy/water consumption, waste materials and paper use.; CACI has an agreed Carbon Reduction Plan (CRP) which is in implementation and is published on our website. This includes a set of carbon reduction targets up until 2040, with a baseline period set from July 2020 to June 2021.

  Tackling economic inequality

  CACI is dedicated to creating employment opportunities, working with local suppliers and hiring local people. We adjust our recruitment and training processes to focus on attributes rather than qualifications, which could exclude those from a disadvantaged background or deprived areas. Inclusivity and accessibility are encouraged via unconscious bias education and positive and inclusive designs, accessible capabilities, and inclusivity in gathering requirements for digital services. For example, we work closely with the National Autistic Society and Autism at Work to create an inclusive recruitment process, actively supporting neurodiverse candidates to flourish.; CACI works with a number of outreach organisations to develop and attract individuals from minority groups into the cyber security sector, including CyberFirst. A number of our employees volunteer as Ambassadors to this NCSC led government outreach programme. This is a reflection of our belief in the programme’s mission, to develop a sustainable and diverse talent pipeline into the cyber security industry. The majority of the programme’s focus is on students in UK schools, to improve issues with massive student dropout from IT education.; CACI has pledged to promote equality of opportunity within our supply chain, and work with a diverse range, including specialist Small and Medium Enterprise (SME)s. Our network is diverse and wide ranging in terms of skill set, age of business, make up of employees, geographical location, and therefore varying business cultures and diversity of individuals.; We are focussed on creating opportunities from the following groups who experience barriers to employment :; -Long term unemployed; -Armed forces veterans; -Mothers returning to work; -Care leavers

  Equal opportunity

  CACI’s Equal Opportunities policy formalises our approach to not discriminate against any employee on the basis of sex or sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or maternity or other characteristics defined in anti-discrimination legislation (Protected Characteristics), or trade union membership or the fact that they are a part-time worker or a fixed-term employee. Our employees and applicants for employment with CACI are not disadvantaged by any policies or conditions of service which cannot be justified as necessary for operational purposes. ; CACI is dedicated to ensuring our work environment, operational delivery and recruitment processes accommodate people with disabilities. Adjustments are made to ensure that those with disabilities are included and supported in our workplaces. ; Our Workplace Adjustment Passport (WAP) enables employees to declare a disability, workplace adjustments are driven at company level. ; CACI has signed up to the Disability Confident Scheme, formalising our commitment to play a lead role in changing attitudes for the better. We aim to successfully employ and retain disabled people and/or those with health conditions. When designing internal training or selecting an external partner, staff are consulted to capture any specialist needs to tailor sessions, including location, means of delivery and materials. This ensures all staff can develop in a comfortable and accessible environment . ; CACI also works closely with the National Autistic Society to create an inclusive recruitment process, partnering with their Autism at Work programme; actively supporting neurodiverse candidates to flourish.; CACI have funded the creation of a number of staff networks, where employees with protected characteristics have time and resources to share ideas and support in a safe private environment. CACI have also offered specific training and talks from speakers related to these characteristics.

  Wellbeing

  CACI has a range of comprehensive support initiatives that have been implemented to aid the health and wellbeing of our workforce (including contractors). Below is a comprehensive list, with specific reference to the six standards of Mental Health at Work commitment.; Promotion of an Open Culture around Mental Health:; -Team of 18 Mental Health First Aiders; -Conduct regular drop-in sessions for all staff, delivered by a Mental Health First Aider Team, focus on a particular element of Mental Health; ; Prioritising Mental Health in the Workplace by developing and delivering a systematic programme of activity:; -Regular check-ins for staff and our contractor workforce; -Annual Staff Satisfaction Survey, which includes a section on Health & Wellbeing; -Free 24/7 professional counselling ; -Private healthcare and health and wellbeing plan (extendable to family members/dependents); -Employee Assistance Programme; -Discounted gym memberships; -Physiotherapy; -Medical services; -Mental Health First Aider programme; -Stress assessments; ; Proactively ensure work design and organisational culture to drive positive mental health outcomes; -Comprehensive property and facilities management, ensuring modern, comfortable and state of the art technology for all employees; -Distributed Working Programme, allowing employees and contractors to structure their working week in a way that suits their preference and personal commitments whilst delivering against their work accountabilities; -Open and honest communications at all levels throughout the organisation; ; Increased organisational confidence and capability:; -Dedicated area of our company intranet for mental health and wellbeing, including various supporting resources and colleagues; -Line Managers and Career Coaches trained in aspects of mental health; ; Provide mental health tools and support:; -Formal Mental Health First Aid Programme including a team of MHFAs; Increase transparency and accountability through internal and external reporting: ; -Publish the results of our annual staff satisfaction survey to all staff. Includes Mental Health and Wellbeing, actions taken and areas for improvement

Pricing

• Price: £430 to £1,500 a unit a day
• Discount for educational organisations: 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 digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.