THE SERVER LABS LTD

Machine Learning and Artificial Intelligence

Machine Learning and Artificial Intelligence (AI) allow you to use many new services such as advanced analytics, text and speech recognition, face and image recognition chatbots, translation, etc, Deployed in the cloud, you have no hardware to buy. Clouds Supported: Azure, AWS, Google

Features

• On demand Machine Learning and Artificial Intelligence
• Machine Learning images
• Managed ML services: AWS Sagemaker, Google AutoML
• Text, Speech, Face, Image recognition
• Supports custom AI models with Apache MXNet, TensorFlow, PyTorch, Others
• NLP Processors
• Translation services
• LLM application
• Code creation productivity improvements
• Payments in GBP

Benefits

• No on-premise installation. Get up and running straight away
• Gives power back to your data scientists
• Reduced cost vs. traditional ML and AI solutions
• Secure, accesible from anywhere

• Education pricing available
• Free trial available

Service documents

• Pricing document

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

Framework

G-Cloud 15

Service ID

538711823638417

Contact

Chris Mlynarczyk
07795100733
sales@theserverlabs.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery

  AI life cycle

  • AI Build Software
  • MLOps and Foundation Model Ops Software
  • Trustworthy AI Software

  AI software services

  • Generative AI Software Services
  • Document AI Software Services
  • Anomaly Detection AI Software Services
  • Forecast AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No cloud deployment constraints
• System requirements:
  • A modern web browser (Chrome, Firefox, Edge, Safari) is needed
  • Local clients are on versions compatible with standard repository protocols.
  • Stable internet connection and sufficient bandwidth for artifact uploads/downloads.

User support

• Email or online ticketing support: Yes
• Support response times: This depends on the severity of the trouble ticket, the following is a summary, but we have a more detailed service model document we can provide:; ; Severity level 1: <= 2hrs; S2 <= 4hrs; S3 <= 12hrs; S4 <= 24hrs; S5 <= 48hrs
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Please refer to the supporting document TSL Managed Service Support Model for a full description of support offering (this can be provided on application). TSL provide 8x5 and 24x7 support levels The cost of support levels depends on the scope of the project delivered, and the support models the client requires. For example, we can offer support as a percentage of the price to the customer. In which case, 5x8 support is between 10% and 20%, whereas 24x7 is between 25% and 35%. We also offer fixed fee, and also hourly support models. For hourly support models, the cost is between £90 and £120 an hour. TSL can provide a technical account manager or cloud support engineer, but this is a costed extra for 8x5.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once we have created the initial set up for the SaaS managed service environment. It really depends on the customer. We have clients who simply want us to set up the SaaS environment and then leave the client to do the rest, right through to clients who require TSL to set up the entire environment for them. Set up the tools and applications, and provide ongoing consultative support. So we provide a broad range of training, which can be either online or onsite. Post deployment, we provide either a "bag of hours" approach to ongoing remote consultative support, or we can provide tailored specific post deployment managed service support. Which provides everything from mentoring, through providing a FinOps service, Cloud security service etc. In terms of user documentation, the vast majority of this is provided via the application websites, but TSL will create custom documentation where necessary. If the client also wishes TSL to migrate their existing data into the new application environment, TSL can offer a service to do this, please refer to Lot3 services for details
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data extraction involves a planned process of identifying, securing, transferring, and verifying data before decommissioning resources, using various application services tailored to the specific type, volume, and location of the data. The goal is to move the data securely and reliably to a new location for retention or analysis. General Steps for End-of-Use Data Extraction The process generally follows these high-level steps: Assessment and Planning: Identify the data sources, estimate the data volume, determine the destination and available network bandwidth, and establish security and compliance requirements. ; ; Extraction and Transfer: Choose the appropriate application service to extract and transfer the data. TSL provides both online and offline migration methods. Validation and Reconciliation: Verify the integrity and completeness of the extracted data in the new destination. ; ; Decommissioning: Once verification is complete and stakeholders confirm the data is safe, securely delete the original data and terminate the application resources to avoid future costs.
• End-of-contract process: The contract with TSL includes the management of the application hosted SaaS environment. Typically, the client needs to provide at least one months notice of a desire to terminate the contract with TSL. Depending on whether the client wishes to stop using the application entirely and is going to migrate to a different environment. Or whether the client simply wishes to stop using TSL, but will remain an application user, the process is different. For the former, the process described above for end of use covers the key activities. For switch over to another SaaS service provider, TSL would work with the client, ISV and potentially the new IaaS provider to re-assign the accounts to the new IaaS provider. If the Client wishes TSL to help manage them to move their data out of the application into a new environment, this would typically be an additional cost outwith the pre-existing standard SaaS contract.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Users can access either via web browser or via the dedicated mobile app
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: No
• Customisation available: No

Scaling

• Independence of resources: SaaS resources are set up as part of the contract, instances required can be set up as dedicated or on-demand. The client can choose a mixture, so they get the cost benefit of dedicated instances, whilst at the same time having access to on-demand instances to ensure if the load suddenly surges, then instances will be spun up in real-time to ensure a spike in load does not affect other users.

Analytics

• Service usage metrics: Yes
• Metrics types: CPU; Disk; HTTP request and response status; Memory; Network; Number of active instances; ; Please refer to AWS website for further information on the broad range of metrics available.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Various AI platform providers

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Information provided on request
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • Apache Parquet
  • ORC
• Data import formats:
  • CSV
  • Other
• Other data import formats: Same as for export formats

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: This depends on the specific AI application that is provided as part of this service. For the underlying IaaS environment, this is typically 99.95%. IaaS refunds are typically via credits.
• Approach to resilience: This depends on the underlying IaaS platform chosen to run the AI tooling. Multiple redundancy across different IaaS provider data bases can be offered
• Outage reporting: Again this depends on which IaaS provider the tools are deployed on. All tools provide, email outage alerts as a minimum. TSL run alerts from our Zendesk platform.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: This depends on the individual ISV tooling used as part of this SaaS service. Typically, access restrictions in are enforced using Role-Based Access Control (RBAC) model combined with Permission Targets to manage user authentication and authorization. Please contact TSL for further information.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: TSL is an ISO 27001 accredited company. TSL have a fully UKAS audited ISMS, with 24 ISMS policies that are ISO 27001:2022 audited on a yearly basis, TSL have now been an ISO 27001 certified organisation for six years. ; ; We can provide further information on our ISO 27001 ISMS on application.; ; In addition, TSL recently upgraded their Cyber Essentials certification to the fully audited Cyber Essential Plus certification.; ; TSL have an Information Security Committee, which meets monthly. It has an ISO who reports to the CEO, with the CEO being the designated DPO. TSL run internal ISO 27001 audits twice a year.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: TSL adheres to several global and industry-specific compliance standards for configuration and change management. These standards ensure that infrastructure and service modifications are planned, authorized, and documented to maintain security and operational integrity. ISO/IEC 27001:2022: TSL is certified under this international standard, which specifically mandates controls for change management in Annex A Control 8.32. This requires that changes to information systems be formally planned, assessed for risk, and authorized. For individual applications, please contact TSL for further information
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: TSL employs a comprehensive, multi-layered vulnerability management approach that divides responsibilities between the security of the cloud and security in the cloud. Security OF the Cloud (IaaS Responsibilities) IaaS manages vulnerabilities in the underlying physical infrastructure, software, and networking that power its services. All TSL services undergo mandatory, rigorous security assessments and vulnerability scanning prior to launch.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: TSL adheres to ISO/IEC 27001:2022: Annex A controls (e.g., A.12.4.1 - Logging and Monitoring), requiring that all administrative activities and security events are logged and protected from tampering. ISO/IEC 27001:2022: TSL adheres to Annex A controls (e.g., A.12.4.1 - Logging and Monitoring), requiring that all administrative activities and security events are logged and protected from tampering.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: TSL have an incident management platform which is part of its ISO 27001 ISMS. The incident management platform is built in Jira Service Desk. It has specifically defined processes for information security incidents and breaches. Users report incidents to the ISO and his deputies (other members of the ISC). We provide incident reports directly from Jira and to the staff via Slack. In addition we have an incident and non conformity log, which is tracked and reported via an agreed set of security KPI's.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full feature access, typically for 14 days, but can be extended to 30 days

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS/CFA
• ISO/IEC 27001 accreditation date: Friday 2 August 2024
• What the ISO/IEC 27001 doesn’t cover: All Information systems within TSL are covered by the TSL Information Security Management System. TSL is a virtual company, there are no other systems or infrastructure.
• 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: F03cb052-a3b2-410f-83f9-671bcbc18a63
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 37c834c7-be6d-481f-9446-ec86bcbc3033
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in 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

  • 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 the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • 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

Service documents

• Pricing document

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