AES Group

Cloud and Infrastructure Support and Migration Services

Our UK based teams focus on maintaining your cloud and IT infrastructure and includes proactive support, administration, server monitoring, hardware and data center reporting, operating system patch management and monitoring, alerting and installation services. Core competencies include antivirus/anti-malware, patch management, encryption, directory services, communications, email, virtualisation, containerisation, Windows, Linux, etc.

Features

• Virtualisation Support: Hyper-V, VMWare, KVM, Xen, VirtualBox, etc.
• Operating System Support: Windows, Linux, Unix.
• Directory Services Support: Active Directory, LDAP, DNS, etc.
• Infrastructure Support: DHCP, DNS, IP4, IP6, etc.
• Encryption Support: At Rest (disk encryption) and In Transit (VPNs).
• Containerisation Support: Docker, Kubernets, Swarm, Rancher, etc.
• Patch Management: Windows, Linux, Apps, etc.
• Administration: Partial to full cross-platform administration.
• Database Admin and Support: MSSQL, MySQL, MariaDB, Oracle, etc.
• Monitoring: ElasticSearch, Logstash, Kibana, etc.

Benefits

• Single point of contact and cost effective infrastructure support provider.
• Proactive support of infrastructure reducing operational interruptions.
• Mitigating operations from loss of service and data.
• Significantly reduce operating costs.

£300 to £3,000 a person a day

• Education pricing 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@aesgrp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

560729457487914

Contact

Business Development
+44 (0)1332 383521
sales@aesgrp.com

Planning

• Planning service: Yes
• How the planning service works: We can provide planning services for any aspect a customer may require at additional cost.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We can provide training for cloud software and hosting services. This training will be provided via documentation and online training, charged at the standard training rates at that time. If onsite training is required, this will be charged at the onsite training rates at that time.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can provide setup and migration services for any aspect a customer may require at additional cost.
• 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: It is our policy to provide an excellent service in a manner which is easily accessible to our clients and that meet all applicable requirements. To ensure we deliver a quality service we are certified to the following standards which independently demonstrate our commitment to quality, the environment and information security: ; ; ISO 9001:2015; ; ISO 14001:2015; ; ISO 27001:2013. ; ; In addition, these standards ensure we follow all applicable legislation in these relevant areas and that we deliver to our measurable objectives for quality, the environment and information security.; ; Our UK based support teams are our clients' first point of contact, they will be able to advise them of the appropriate reporting/escalation procedures within our organisation should the need arise.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: No

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: The hosting or software services we support are:; ; • Virtualisation Support: Hyper-V, VMWare, KVM, Xen, VirtualBox, etc.; • Operating System Support: Windows, Linux, Unix.; • Directory Services Support: Active Directory, LDAP, DNS, etc.; • Infrastructure Support: DHCP, DNS, IP4, IP6, etc.; • Encryption Support: At Rest (disk encryption) and In Transit (VPNs).; • Containerisation Support: Docker, Kubernets, Swarm, Rancher, etc.; • Patch Management: Windows, Linux, Apps, etc.; • Administration: Partial to full cross-platform administration.; • Database Admin and Support: MSSQL, MySQL, MariaDB, Oracle, etc.; • Monitoring: ElasticSearch, Logstash, Kibana, etc.; ; Some of the benefits of our services are:; ; • Single point of contact and cost effective infrastructure support provider.; • Proactive support of infrastructure reducing operational interruptions.; • Protecting operations from loss of service and data.; • Significantly reduce operating costs.

Service scope

• Service constraints: • The support service is only available remotely.; • Onsite support is available by prior agreement and at additional cost.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The support and maintenance service by our UK based support teams will be provided during normal working hours, which are 9am to 5pm Monday to Friday (excluding public holidays).
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web support which provides video conferencing and screen sharing can be provided. This allows users to quickly and easily convey issues or requests with our UK based support teams.
• Web chat accessibility testing: WebEx, Skype, GoToMeeting, etc.
• Support levels: We prioritise support into urgent and non-urgent issues as part of our standard support and maintenance service. ; ; An urgent issue is: ; ; Significant degradation or failure of the software, software performance significantly inconsistent with the specification. ; ; Any other issue is classified as a non-urgent issue. ; ; Our UK based support teams have customer accounts assigned to the most appropriate team member based on technical skill set and familiarity with the customer's systems. These support members are the main point of contact (POC) for customers. ; ; We can also offer bespoke service level agreements (SLAs) at additional cost and based on mutually agreed support levels and response times.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Perry Johnson Registrars, Inc.
• ISO/IEC 27001 accreditation date: 18/04/2022
• What the ISO/IEC 27001 doesn’t cover: This is taken from the scope of our ISO 27001 system: Exclusions from ISO 27001:2013 - No clauses are currently claimed as being fully inapplicable. - Control measure exclusions from Annex A of ISO 27001 are listed within our Statement of Applicability which may be found within our Risk Register documentation. The only entry here is "Outsourced Development" and is not applicable as all software development is conducted in-house.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our environmental policies, which are supported by our ISO 14001 environmental standard, detail our processes to minimise the environmental impact of our operations including combatting climate change. These policies include but are not limited to: ; ; • Reducing energy consumption; ; • Using renewable energies; ; • Recycling company assets; ; • Reducing waste to landfill; ; • Environmental impacts of our supply chain; ; • Our workforce culture for positive environmental impacts. ; ; Further information is available on request.

  Covid-19 recovery

  To maintain “business as usual for our customers” even during the most challenging of times we proactively provide guidance and support for our employees. Whether it is our blended working model enabling colleagues to work safely and flexibly from various locations to systems that have enhanced and improved the way we communicate internally to keep everyone integrated and engaged, we continue to look for ways to improve our processes in an evolving world. ; ; Further information is available on request.

  Tackling economic inequality

  Our Ethical Behaviour Policy and Business Code of Conduct raise organisational awareness of economic inequality and promote the organisation’s expectations regarding employees professional conduct in addition to ensuring a fair and open route to jobs for people from all backgrounds. ; ; We also take measures to make the supply chain working environment conducive to a diverse range of suppliers and growing businesses, such as structuring the supply chain selection process in a way that encourages participation by new and growing businesses. ; ; Further information is available on request.

  Equal opportunity

  As part of our ISO 9001 certification we have held since 1997 our Equality, Diversity, and Inclusion policy outlines our commitment to encouraging equality, diversity, and inclusion among our workforce and eliminating unlawful discrimination within the workplace, which is aligned to the Business Code of Conduct. We aim to be a truly representative workforce, regarding all sections of society on behalf of our customers, and for each employee, to feel respected and able to give their best. We support and help staff work progression through understanding when our people are at a disadvantage, under-represented, or understand whether they have specific needs, whilst ensuring that we can demonstrate that we do not discriminate against others. ; ; Further information is available on request.

  Wellbeing

  We place great value on AES Group being a rewarding place to work, and looking after all members of our staff is of paramount importance. Our goal is to make sure every individual feels valued, looked after and well rewarded for their contribution. And we believe in providing a stimulating environment by encouraging continuous self-development of our staff and supporting innovative and creative thinking on all projects. ; ; From promoting health and safety to providing the ability of remote working, we continuously encourage a positive work culture and aim to reduce stress in the workplace for all staff as much as possible. ; ; Further information is available on request.

Pricing

• Price: £300 to £3,000 a person a day
• Discount for educational organisations: Yes

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