CDW LIMITED

CDW AWS Support - Unified Operations

Recommended plan for mission-critical workloads that require enhanced resilience and application-specific expertise.

Features

• All features included in Business+ and Enterprise Support
• Designated Domain Specialist Engineers with deep technical expertise
• <5-minute response time for critical production incidents
• Application architecture guidance
• Infrastructure event management
• Designated AWS Technical Account Manager and Domain Specialist Engineer
• One recurring subscription to AWS Countdown Premium
• Critical workload reviews and personalized runbooks and operational procedures

Benefits

• Reduced downtime through proactive monitoring and issue prevention
• Enhanced security posture with 24/7 threat monitoring
• Accelerated migrations with designated engineers and real-time support
• Improved operational resilience through continuous architecture reviews
• Better regulatory compliance for mission-critical regulated workloads
• Increased team productivity through expert guidance and recommendations
• Risk mitigation with proactive planning for critical events

Service documents

• Pricing document

  PDF

• Service definition document

  ODT

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

613033019864459

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

About the service

• Service categories:

  Cloud Support Services

  Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • End user training coordination
  • Other

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Yes
• Support response times: "Case Severity/Response Times; ; AI-led Troubleshooting: Unlimited 24/7 contextual recommendations ; Business/Mission-critical system down: < 5 mins from Incident Management Engineer; Production system down: < 1 hour; Production system impaired: < 4 hours; System impaired: < 12 hours ; General guidance: < 24 hours"
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: AWS conducts comprehensive accessibility testing through manual assistive technology testing, functional testing by people with disabilities, and automated evaluations. Accessibility specialists test the interface using screen readers (e.g., JAWS, NVDA, VoiceOver), keyboard-only navigation, and voice recognition to help make our cloud computing accessible to everyone. This multi-layered testing approach operates throughout the development lifecycle, with results informing design improvements and status information in our Accessibility Conformance Reports (ACRs).
• Support levels: "24x7 phone, email, and chat access to Support Engineers, Unlimited 24/7 AI contextual recommendation, Designated Senior Billing and Account Specialist. Unlimited cases / unlimited contacts (IAM supported); General guidance: < 24 hours; System impaired: < 12 hours; Production system impaired: < 4 hours; Production system down: < 1 hour; Business / Mission-critical system down: < 5 mins from Incident Management Engineer; AWS Support App in Slack, Trusted Advisor Priority, Prioritised re:Post, 3rd party software support - Interoperability &; configuration guidance and troubleshooting; AWS Security Incident Response, AWS Countdown Premium, AWS Incident Detection and Response included, and AWS Managed Services available for additional fee. ; Technical Account Manager (TAM) coordinates access to programs and other AWS experts as needed.; Designated Technical Account Manager (TAM) to proactively monitor your environment and assist with optimization.; Designated Domain Specialist Engineers with Global Coverage for Continuous service-specific recommendations and resiliency reviews.; AWS Well Architected Reviews, Personalised strategic support plan, Customised Proactive Services; Technical Account Manager, Designated Domain Specialist Engineer, and Incident Management Engineer included in plan at no additional cost. "
• AI chatbot: Yes

Supplier type

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Amazon Web Services (AWS)

Staff security

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

Pricing

• Discount for educational organisations: No

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Trainee business architect	£1,500.00	£268.00
Associate business architect	£1,600.00	£330.00
Business architect	£2,500.00	£440.00
Lead business architect	£2,500.00	£565.00

Data architect

Role level	UK Rate	Offshore Rate
Data architect	£2,500.00	£485.00
Senior data architect	£2,500.00	£550.00
Chief data architect	£2,500.00	£660.00

Enterprise architect

Role level	UK Rate	Offshore Rate
Enterprise architect	£2,500.00	£485.00
Senior enterprise architect	£2,500.00	£535.00
Lead enterprise architect	£2,500.00	£630.00
Principal enterprise architect	£2,500.00	£705.00

Network architect

Role level	UK Rate	Offshore Rate
Associate network architect	£1,500.00	£355.00
Network architect	£1,600.00	£470.00
Lead network architect	£2,500.00	£630.00

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£1,600.00	£520.00
Lead security architect	£2,500.00	£660.00
Principal security architect	£2,500.00	£755.00

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£1,600.00	£1,070.00
Solution architect	£2,500.00	£630.00
Senior solution architect	£2,500.00	£690.00
Lead solution architect	£2,500.00	£755.00
Principal solution architect	£2,500.00	£835.00

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£1,600.00	£1,070.00
Technical architect	£2,500.00	£485.00
Senior technical architect	£2,500.00	£630.00
Lead technical architect	£2,500.00	£705.00
Principal technical architect	£2,500.00	£815.00

Cyber security roles

Cyber security audit and assurance

Role level	UK Rate	Offshore Rate
Lead cyber security audit and assurance	£1,522.00	£470.00
Principal cyber security audit and assurance	£1,667.00	£535.00

Cyber security governance and risk management

Role level	UK Rate	Offshore Rate
Associate cyber security governance and risk manager	£1,092.00	£345.00
Lead cyber security governance and risk manager	£1,522.00	£470.00
Principal cyber security governance and risk manager	£1,667.00	£550.00

Cyber security monitoring

Role level	UK Rate	Offshore Rate
Associate cyber security monitoring	£1,092.00	£345.00
Lead cyber security monitoring	£1,522.00	£440.00
Principal cyber security monitoring	£1,667.00	£520.00

Cyber security incident response

Role level	UK Rate	Offshore Rate
Associate cyber incident response	£1,092.00	£345.00
Lead cyber security incident response	£1,522.00	£505.00
Principal cyber security incident response	£1,667.00	£565.00

Cyber security vulnerability management

Role level	UK Rate	Offshore Rate
Associate cyber security vulnerability management	£1,092.00	£345.00
Lead cyber security vulnerability management	£1,522.00	£470.00
Principal cyber security vulnerability management	£1,667.00	£565.00

Cyber security digital forensics

Role level	UK Rate	Offshore Rate
Associate cyber security digital forensics	£1,092.00	£410.00
Lead cyber security digital forensics	£1,522.00	£485.00
Principal cyber security digital forensics	£1,667.00	£550.00

Cyber security testing

Role level	UK Rate	Offshore Rate
Associate cyber security testing	£1,092.00	£395.00
Lead cyber security penetration testing	£1,522.00	£505.00
Principal cyber security testing	£1,667.00	£600.00

Cyber security secure design

Role level	UK Rate	Offshore Rate
Associate cyber security secure systems architecture and design	£1,092.00	£415.00
Lead cyber security secure systems architecture and design	£1,522.00	£505.00
Principal cyber security secure systems architecture and design	£1,667.00	£600.00

Data roles

Analytics engineer

Role level	UK Rate	Offshore Rate
Trainee analytics engineer	£1,100.00	£250.00
Analytics engineer	£1,100.00	£315.00
Senior analytics engineer	£1,200.00	£410.00
Lead analytics engineer	£1,200.00	£470.00

Data analyst

Role level	UK Rate	Offshore Rate
Associate analyst	£1,495.00	£1,070.00
Data analyst	£1,495.00	£1,070.00
Senior data analyst	£2,500.00
Principal data analyst	£2,500.00

Data engineer

Role level	UK Rate	Offshore Rate
Data engineer	£1,100.00	£315.00
Senior data engineer	£1,100.00	£380.00
Lead data engineer	£1,200.00	£440.00

Machine learning engineer

Role level	UK Rate	Offshore Rate
Senior machine learning engineer	£1,100.00	£470.00
Lead machine learning engineer	£1,200.00	£565.00

IT operations roles

Application operations engineer

Role level	UK Rate	Offshore Rate
Associate application operations engineer	£1,250.00	£820.00
Application operations engineer	£1,375.00	£820.00
Senior application operations engineer	£1,375.00	£820.00

Business relationship manager

Role level	UK Rate	Offshore Rate
Business relationship manager	£1,495.00
Senior business relationship manager	£1,495.00
Lead business relationship manager	£1,715.00

Change and release manager

Role level	UK Rate	Offshore Rate
Configuration analyst	£1,375.00	£820.00
Change and release analyst	£1,375.00	£820.00
Change and release manager	£1,495.00	£1,070.00

End user computing engineer

Role level	UK Rate	Offshore Rate
Associate end user computing engineer	£1,100.00	£270.00
End user computing engineer	£1,100.00	£315.00
Senior end user computing engineer	£1,200.00	£380.00
Lead end user computing engineer	£1,200.00	£440.00
Principal end user computing engineer	£1,200.00	£505.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service analyst	£1,250.00	£820.00
IT service manager	£1,375.00	£1,070.00
Senior IT service manager	£1,495.00
Head of IT service management	£1,495.00

Incident manager

Role level	UK Rate	Offshore Rate
Major incident manager	£978.57	£410.00

Infrastructure engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure engineer	£1,100.00	£330.00
Infrastructure engineer	£1,200.00	£390.00
Senior infrastructure engineer	£1,300.00	£395.00
Lead infrastructure engineer	£1,300.00	£440.00
Principal infrastructure engineer	£1,450.00	£550.00

Infrastructure operations engineer

Role level	UK Rate	Offshore Rate
Associate infrastructure operations engineer	£1,100.00	£315.00
Infrastructure operations engineer	£1,200.00	£345.00
Senior infrastructure operations engineer	£1,300.00	£395.00
Lead infrastructure operations engineer	£1,300.00	£440.00
Principal infrastructure operations engineer	£1,450.00	£520.00

Problem manager

Role level	UK Rate	Offshore Rate
Problem analyst	£538.57	£330.00
Problem manager	£838.57	£365.00

Service transition manager

Role level	UK Rate	Offshore Rate
Service transition manager	£1,667.00	£380.00

Product and delivery roles

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager	£764.00	£300.00
Delivery manager	£1,600.00	£365.00
Senior delivery manager	£1,600.00	£470.00
Head of (Agile) delivery management	£2,500.00	£520.00

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£2,500.00	£565.00

Service owner

Role level	UK Rate	Offshore Rate
Service owner	£2,500.00	£630.00

Software development roles

Development operations (DevOps) engineer

Role level	UK Rate	Offshore Rate
Junior DevOps engineer	£1,250.00	£820.00
DevOps engineer	£1,375.00	£1,070.00
Senior DevOps engineer	£1,495.00	£1,070.00
Senior DevOps engineer - management	£2,500.00
Lead DevOps engineer	£1,495.00
Lead DevOps engineer - management	£2,500.00
Principal DevOps engineer	£2,500.00
Principal DevOps engineer - management	£2,500.00

Software developer

Role level	UK Rate	Offshore Rate
Junior developer	£1,250.00	£820.00
Developer	£1,375.00	£820.00
Senior developer	£1,495.00	£1,070.00
Senior developer - management	£1,495.00	£1,070.00
Lead developer	£1,495.00	£1,070.00
Lead developer - management	£1,495.00	£1,070.00
Principal developer	£2,500.00	£1,070.00
Principal developer - management	£2,500.00	£1,070.00

User-centred design roles

Service designer

Role level	UK Rate	Offshore Rate
Service designer	£1,667.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Tuesday 15 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 14 July 2023
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: Worldpay
• PCI DSS accreditation date: Tuesday 11 March 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 589cb06d-71a8-43f6-81a1-eda062104f56
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 4f861f6b-f0f0-44fa-a807-6049b0d9bfdc
• Other security certifications: No

Social value

• 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
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • 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
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • 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
  • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • 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
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  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
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  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
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Plans for positive actions with community groups.
  • Measures for making facilities used in the delivery of the contract available for community groups, education or training
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
  • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events
• 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
  • Delivery of additional environmental benefits through 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
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • 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
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • 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
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  ODT

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.