Version 1 Solutions Limited

AWS (Amazon Web Services) Managed Infrastructure as a Service (IaaS)

AWS (Amazon Web Services) Managed Infrastructure as a Service (IaaS) allows our cloud experts to evolve your technology estate into a value-generating, intelligent engine of innovation, automation, agility, and sustained business outcomes.

We support/transform infrastructures regardless of size, age, complexity, ensuring best practice in a secure and cost-effective manner.

Features

• Infrastructure-as-a-Service (IaaS) with AWS (Amazon Web Services)
• AWS Premier Consulting Partner; AWS Oracle Certified;AWS Managed Services Partner
• ITILv4 Incident, Problem and Change Management processes
• Continuous improvement, integration and optimisation with disaster recovery options
• Dynamic monitoring, anomaly detection, machine learning, patching and security management
• ITILv4, ISO20000, ISO27001, Cyber Essentials Plus certified managed service
• 24/7/365 monitoring and alerting. SLAs and VLAs.
• Official and Official Sensitive supported
• Well Architected infrastructure design and build
• DevOps, CI/CD, self-healing solutions, Infrastructure-as-Code

Benefits

• Rapid deployment of scalable and robust cloud-based solutions
• Automation for infrastructure builds and workload migrations
• Best practice governance, compliance and Security by design
• Solution and application-based SLAs and VLAs
• Ongoing expert advice on best cloud services to meet requirements
• Value for money ensured through cloud management and cost optimisation
• Additional services available for platform management and software development
• Distributed operations and resources
• Optional: Expert advice on maximising current licence investments
• Security assured through Cyber Essentials Plus Certification

£250 a server a month

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 tendernotices@version1.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

615662412015868

Contact

Emma Olsen
+44 203 859 4790
tendernotices@version1.com

Service scope

• Service constraints: N/a
• System requirements:
  • Currently supported web browser
  • Communications link with sufficient capacity for the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA covers Office Hours:; 1 hour priority calls; 4 hour response standard; Can be tailored to customer requirement including weekend cover
• 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
• Onsite support: Yes, at extra cost
• Support levels: Version1 provide service tiers for our Managed Service Models, each tier provides Buyers with access to specific assistance and benefits, allowing you to choose the services best suited to your needs. Essentials, Advanced and Premier levels as detailed in the attached Service Definition Document. The Advanced (or Silver) level provides Normal Office Hours and 24/7 options. For added flexibility, we do not force clients into a ‘one-size-fits-all’ service and price and offer a ‘mix-and-match’ approach allowing you to operate a cost and service-optimised portfolio, applying and apply the right tier to the appropriate right business applications, or to production and non-production workloads. Cost details are provided in the pricing document. Version 1 has an ITIL based Service Governance structure in place for each client to ensure SLAs are met and the overall support service is managed in a responsive, customer-focused manner. The focus of the service governance will be a regular Service Management Board or Service Review Meeting attended by key stakeholders. Each managed service client is assigned a Service Manager to co-ordinate their service provision and ensure customer satisfaction levels are maintained.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A critical aspect of any project is the need to conduct comprehensive training for the users in the use of the application. Version 1 is committed to conducting professional training to ensure that users of the system can gain maximum benefit from using it. Version 1 normally propose a ‘train the trainer’ approach to user training be adopted, integrated with the testing and overall acceptance phase of the project. This requires a difference in approach from standard training courses, as users need to be trained in both the application and in how to pass this on to their colleagues. A number of “super users” for the system should be nominated by the client and could also be identified through a Training Needs Analysis process
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Version 1 will assist with service migration and can provide a data extract in an agreed format
• End-of-contract process: Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism.; ; Buyers pay for the services they use to the point of account termination. Please see the AWS UK G-Cloud 9 Pricing Document affiliated with this Service in the Digital Marketplace.; ; Supplier customers retain control and ownership of their data. Supplier will not erase customer data for 30 days following an account termination. This allows customers to retrieve content from Supplier services so long as the customer has paid any charges for any post-termination use of the service offerings and all other amounts due.

Using the service

• Web browser interface: Yes
• Using the web interface: Almost all functionality for each of the services is exposed through the web console.; The web console facilitates management for all aspects of the AWS account in a consolidated view whilst providing access to all services and their respective functionalities.; In some cases, specific configuration parameters of a service are dedicated to, and only available from, the CLI, SDK, or API interface.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: You can sign in to the Support Center at https://console.aws.amazon.com/support/home#/ by using the email address and password associated with your AWS account. To log in with other credentials, see Accessing AWS Support.
• Web interface accessibility testing: None
• API: Yes
• What users can and can't do using the API: All functionality is exposed via an API.
• API automation tools:
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: All functionality is available via the CLI.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.; ; Services which provide virtualized operational environments to customers (i.e. EC2) ensure that customers are segregated via security management processes/controls at the network and hypervisor level.; ; AWS continuously monitors service usage to project infrastructure needs to support availability commitments/requirements. AWS maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the AWS capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • SMS
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • AWS resources e.g. Amazon EC2/Amazon RDS DB Instances, DynamoDB tables
  • Custom metrics generated by customers’ applications and services
  • Metrics associated with log files generated by the application
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Amazon Web Services

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).; ; AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).; ; Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • File, virtual machines and databases
  • Machine Image
• Backup controls: Manual or scheduled API call
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services.; ; ACLs, or traffic flow policies, are established on each managed interface, which manage and enforce the flow of traffic. ACL policies are approved by Amazon Information Security.
• Data protection within supplier network: Other
• Other protection within supplier network: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. AWS gives customers ownership and control over their content by design through simple, but powerful tools that allow customers to determine how their content will be secured in transit.; AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wish to use.; API calls can be encrypted with TLS/SSL to maintain confidentiality; the AWS Console connection is encrypted with TLS.

Availability and resilience

• Guaranteed availability: AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:; ; • Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/; • Amazon S3 SLA: http://aws.amazon.com/s3-sla; • Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/; • Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/; • Amazon RDS SLA: http://aws.amazon.com/rds-sla/
• Approach to resilience: The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.; ; AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.; ; Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
• Outage reporting: Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: AWS controls access via unique user ID/password authentication. No actions are permissible without authentication. Remote access is multi-factor, login attempts are limited, remote administrative access attempts are logged and reviewed by Security. Suspicious activity initiates incident response procedures.; ; A session lock out policy that is systematically enforced: locks are retained until identification/authentication procedures are concluded.; ; AWS’s Identity and Access Management (IAM) system controls access to AWS services/resources. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost.
• Access restrictions in management interfaces and support channels: IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.; ; API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Key.; ; API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Certification Europe
• ISO/IEC 27001 accreditation date: 20/04/2019
• What the ISO/IEC 27001 doesn’t cover: All our Cloud Hosting Services are covered by the ISO27001 Certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Version 1 recognise that the relationship between information security and IT service management is so close that we implemented an Integrated Management System (IMS) that has been certified to ISO 27001:2013 and ISO 20000-1:2011 with matching scopes. The Version 1 IMS is based on the guidance provided in the International Standard for the Corporate Governance of IT (ISO/IEC 38500) and the International Standard for Risk Management (ISO 31000). The Version 1 IMS has a broad scope that supports all of our ICT services. The Version 1 IMS is audited every 3 months, alternately by internal and external auditors. An Information Security Officer along with the IT Governance Committee are responsible for maintaining the IMS, as well as providing advice and guidance on policy implementation

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Version 1 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO27001 and ISO20000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.; AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:; ; • Port scanning attacks; • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses); • Application metrics; • Unauthorized connection attempts; ; Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds.; ; Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify AWS resource protected through CMK use. Log events visible to customer after turning on AWS CloudTrail in their account.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: AWS adopts a three-phased approach to manage incidents:; ; 1. Activation and Notification Phase; 2. Recovery Phase; 3. Reconstitution Phase; ; To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.; ; The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.

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 v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Other
• Other virtualisation technology used: AWS proprietary
• How shared infrastructure is kept separate: Customer environments are logically segregated, preventing users and customers from accessing unassigned resources. Customers maintain full control over their data access. Services which provide virtualized operational environments to customers, ensure that customers are segregated and prevent cross-tenant privilege escalation and information disclosure via hypervisors and instance isolation.; ; Different instances running on the same physical machine are isolated from each other via the Xen hypervisor. The Amazon EC2 firewall resides within the hypervisor layer, between the physical network interface and the instance's virtual interface. All packets pass through this layer. The physical random-access memory (RAM) is separated using similar mechanisms.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Fighting climate change:

  Fighting climate change

  Version1 will deliver additional environmental benefits in the performance of our contracts. We are a Carbon Neutral company and have committed to be Carbon Net Zero by 2025; compliant with (PPN) 06/21 with a published CRP, ISO14001 certified and an SECR. We have signed the business ambition for 1.5 °C commitment letter to SBTi and will reduce emissions in line with science-based targets. All results are reported annually via the Carbon Disclosure Project framework. Our plan to support environmental protection and improvement includes: • A steering group delivering environmental initiatives through our Environmental, Social, and (Corporate) Governance (ESG) programme. • A dedicated Sustainability Manager to manage our Carbon agenda. • An internal sustainability taskforce driving innovation with customers, identifying opportunities to improve operational efficiency and reduce emissions to fight climate change. As an example; at ICBF, we used blockchain to understand which species of herd emit the most greenhouse gases. • Introduce a Responsible Procurement Policy, ensuring full supply chain. alignment with all our suppliers. • Mobilize, influence, and empower staff to halve their carbon footprint by 2025. • Proactively work with suppliers/partners to decarbonise processes.
• Covid-19 recovery:

  Covid-19 recovery

  Version1 has embraced our social obligation to support local communities to manage and recover from the impact of COVID-19. Version1 has designed and delivered digital and employability skills for people impacted by COVID-19 through: • Recognising the impact of COVID-19 on young people aged 16-24, we have prioritised our education engagement activities. Working remotely and within restrictions to deliver work placements, and inviting students to participate in our career skills programme for IT. • Supporting people 75+ to use the internet safely with confidence. • Helping young people affected by COVID manage their online profile responsibly • For third sector workers, we improved their digital skills using Microsoft Office and free online tools Initially implemented during lockdown in 2020 and still active at present, Version1 support our customers, communities, partners, and supply chain with both the Covid Remote Working Guide, providing advice on technology, security, culture, and management practices to encourage organisations to embrace remote working. We’ve also been proponents of how future success requires a business to embrace being a naturally digital workplace. Version1 supported our team with paid COVID leave, remote health and wellbeing initiatives to support their physical and mental health through the pandemic. To share our learnings, we included health and wellbeing in our Covid Remote Working Guide with advice on ensuring the social, physical and mental wellbeing of workers affected by COVID-19. Version1 have invested more than £1M to support our teams through our Welltech Framework, where they can order the equipment, they need to work in comfort from home. We are continuing to offer remote and flexible working options where practical, and provide our returning to work team with guidance to ensure they are able to maintain a clean workspace and social distancing.
• Tackling economic inequality:

  Tackling economic inequality

  Version1 values the importance of SMEs and VCSEs play in our supply chain. Our organisation manages 80+ supplier/partner relationships including SMEs/Start-ups and proactively engages with tech communities, industry events/conferences, and customers to identify new partners to extend this network. We support entrepreneurship through maintaining a diverse supply chain as well as partnering and collaboration with Social Enterprise organisations. We use ISO20000 accredited supply chain management processes consistent with government guidelines and Social Value objectives. Version1 actively engage with local communities, creating employment, businesses, skills and training opportunities relevant to the contract through: • Actively working with economically isolated people or deprived areas through our “Insights” Programme to encourage 16–24-year-olds to consider roles in high growth sectors i.e. STEM • Commitment to employ 165 people through digital academies by 2024, open to anyone with any degree background or level 4/5 STEM qualification • Pilot initiatives to attract more women into tech by creating an academy specifically for women returning to work or changing career • Bespoke programmes to access underserved communities, such as people living with a disability and care leavers • We commit to including SMEs (where possible) in Call-Off Contracts, engaging in pre-contract activities
• Equal opportunity:

  Equal opportunity

  A Great Place to Work since 2011, Version1 commits to a transparent, accountable, inclusive culture for all our employees, ensuring all are well rewarded, motivated, and continuously developed. Demonstrated by a recent employee survey in that 93% of people agree are treated fairly. Version1 is a certified Disability Confident Committed employer. We have designed and developed services for vulnerable users and users with Assisted Digital and Accessibility requirements for our Public Sector customers. This has included understanding offline options, screen reader requirements, multiple language requirements, those with poor or no internet connectivity, and people with expert, low or no digital skills aligned to Gov.UK’s digital inclusion scale, GDS/CDDO, and the Technology Code of Practice. We are undertaking initiatives in communities to inspire people living with a disability to consider a career in IT. We are working with a foundation that improves employability outcomes and promotes independence for people who are neurodiverse, living with a physical disability, cognitive disability, or acquired injury. Also, we are piloting a partnership with a VCSE that specialise in the recruitment of people living with a disability, using that initiative to identify and inform our future accessibility strategy within recruitment. Our award-winning Diversity Team, is committed to promoting diversity, driving initiatives (e.g. Gender Pay equality, International Women/Men’s Days, Pride, Cultural Diversity), e.g. our startswithaname.net campaign, developed with customers, has an aggregated membership of 40,000+. Version1 is committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our business or any of our supply chains.
• Wellbeing:

  Wellbeing

  At Version1 we want our employees and community to be healthy and live well. We strive to promote a culture of positive health and wellbeing daily and we invest in a strong culture of wellness through programmes, activities, and resources. Version1 is a certified Healthy Place to Work and were recently listed as one of the UK’s Best Workplaces™ for Wellbeing 2022 at the Great Place to Work awards. Our Health & Wellbeing Strategy is shaped by a network of wellbeing champions from across Version1 who plan events and initiatives. Version1’s ‘Wellbeing Framework’ ensures that employees’ financial, emotional, and physical needs are supported through our investment in a variety of programmes/resources. The 5 pillars of our holistic Wellbeing model include Sense of Purpose, Financial Management, Physical Health, Mental Wellbeing and Social Connections. All wellbeing training, webinars and supporting materials are available on our Health & Wellbeing site for access anytime. Physical Health: we aim to promote positive physical health through a variety of initiatives/activities such as Marathon teams and 5-a-side football and we also aim to ensure our employees are working in a healthy and safe work environment. As an example, we have a “Step Challenge” for all employees each year, easily clocking up over 1m steps. Mental Wellbeing: Our mental wellbeing pillar focuses on mental health, mindfulness, self-confidence, stress management/ resilience and maintaining a growth mindset. We not only want our employees to be getting by we want them to have a positive and growth mindset as they strive to deliver excellence at work.

Pricing

• Price: £250 a server a month
• Discount for educational organisations: No
• Free trial available: 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 tendernotices@version1.com. Tell them what format you need. It will help if you say what assistive technology you use.