MINDERA UK LIMITED

Cloud operational support and cloud service management

We provide 1st level service desk support, second line infrastructure support, second line platform support, and third line application 24/7 support, helping organisations run cloud operations, reduce business risk, for continuous service improvement. This includes client staff training, client staff support, and development feedback, for continuous learning.

Features

• Pro-active cloud support service, 1st line support, 2nd line support
• Cloud application management ensures optimal performance and ensures cloud availability
• Cloud operation control, cloud operational visibility for transparent governance
• Defined service level agreements and performance management reporting
• Incident management escalation pathways, trend analysis remediation execution
• Continuous service improvement, continuous learning development feedback
• Client staff development support, client staff training support
• 24/7 on-call cloud support, continuous support services
• Monthly service reviews, quarterly service reviews, annual service reviews
• Cloud service continuous improvement, cloud service performance improvement

Benefits

• Cloud management support, reduced organisational costs, reduced business risk
• Reduced cloud services downtime, cloud services optimal uptime, uptime optimisation
• Cloud service continuity management, cloud service business risk reduction
• Cloud application performance increase, application responsiveness, user experience improvements
• Cloud governance oversight, transparent governance, service delivery optimisation
• Improved engineering productivity, increased service uptime, reduce engineering defects
• Cloud expertise sharing, cloud insight capture, cloud insight capture
• Quick response capability, rapid incident recovery, minimised production downtime
• Key metric awareness, key metric reporting, service performance metric reporting
• Service maintenance for high uptime, maximising uptime, optimal service uptime

£150 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at govtech@mindera.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

711861244346738

Contact

Debbie Pejica
07482389779
govtech@mindera.com

Planning

• Planning service: Yes
• How the planning service works: Planning begins with analysing relevant reference material, then a series of workshops and with identified key stakeholders. We adopt a team approach led by a Delivery Manager, and involving Business Analysts, Cloud Solution Architects and an Enterprise Architect.; ; Assessment - Thoroughly evaluating your organisation's current state, identifying strengths, weaknesses, and improvement areas, gaining a comprehensive understanding of your challenges and opportunities. We execute a Cloud Maturity Assessment to analyse current capabilities across people, skills, processes, and tools against those required for cloud adoption.; Cloud Transformation - With a clear understanding of your organisation's needs and capabilities. We will work with you to identify a cloud hosting, service and/or software strategy. We use an assessment matrix to score the relevancy and pros/cons of all options and it’s properties, against buyer requirements to deduce a pragmatic solution, balancing trade-offs and buyer constraints (e.g. budget, deadlines). We develop actionable roadmaps and implementation plans to guide the transformation journey from initiation to completion.; We understand how IaaS, PaaS, SaaS and FaaS fits into the broader enterprise mission, priorities, and architecture.; Together we explore your options to best meet your requirements, helping the buyer select the optimum Cloud solution that best fits your requirements.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We help our clients by providing training and knowledge sharing to ensure their teams have the necessary skills and understanding to effectively manage cloud-native systems. By working closely together in our projects, we help develop the essential skills and coaching needed for successful cloud application projects. Our method includes collaborating directly, reviewing codes together, programming in pairs, and offering guidance through a supportive and trusting learning environment.; For organisations to fully benefit from these efforts, it goes beyond just training project teams. We work with our clients to broadly enhance aspects like company culture, leadership, strategies, structures, and processes that are crucial for generating and delivering valuable cloud services.; Our approach is to collaborate with you to determine the reach, speed, and potential advantages of this support.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our migration is based on building synergy between Mindera and client business users. ; ; We will conduct project planning, kick off meetings covering governance and project documentation. To formulate a strategy and delivery plan to transition from the incumbent supplier to Mindera.. The transition willl be phased, with certain elements transitioned before others so we structure and plan transition phases accordingly.; ; The migration will entail an effective knowledge transfer, covering sharing details of; Service metrics and service reviews from a set last period, open defects/issues, processes, lessons learned and risks & issues, technical specifications of all the systems, details of any planned or in progress enhancements and details of systems capacity, risks and issues
• 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: Our Quality Cloud engineering services and quality assurance support is designed to support organisations through comprehensive Cloud transformation initiatives. We provide modern Quality Cloud engineering services and quality assurance support; Creation of a Cloud quality strategy, considering your AS-IS and TO-BE needs, with a plan of how to achieve the TO-BE state, including recommendations for cultural and business change.; A comprehensive Quality health check to share areas that are going well and recommendations.; Create test plans for functional and nonfunctional requirements; Share Usability studies to illustrate Industry best practice, insights and findings.; Advise on a Shift left approach so quality is from the outset to reduce risk and cost from rework.; Provide effective Manual and Automated testing, including the set-up of Automated testing with our wide variety of tools.; Education through training programmes and knowledge sharing; Improvement of release pipelines performance and frequency.; Create and run Performance testing strategies to create responsiveness and stability.; Accessibility testing for compliance requirements.; Security testing to protect data and provide a secure environment; Increased observability for quicker problem identification and resolution.

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
  • Other
• Other security services:
  • Regulatory Compliance to legal and industry-specific standards
  • Secure Migration Services support to transition from on-premises to cloud.
  • Compliance with cloud and data protection standards
• 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: Our support services follows ITIL standards across a range of support areas to agreed Service Level Agreements (SLA’s) as follows.; -24/7 on-call support. ; -Our range of services go from a level one service desk support through to level 3 support. ; -Second line (platform, infrastructure) and third line (solution, application) available.; -Defined SLAs and management reporting on performance.; -Well defined incident management, escalation, remediation and trend analysis.; -No-blame analysis and identification of source of production outages.; -Training and support of client staff.; -Direct feedback into development to continually learn and improve services.; -Work closely with suppliers and teams providing dependent services.; -Support Acceptance Testing (where applicable).; -Monthly, Quarterly and half yearly and annual Service reviews.; -Continuous improvement of Service.

Service scope

• Service constraints: No constraints are envisaged. Each service will be customised to meet the client’s requirements and organisational needs. Please see the attached T&Cs and Service Definition Document.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time usually averages 30 minutes, though this may vary based on how the incident is categorised and prioritised according to a customised service level agreement (SLA) for each service. This customised SLA also outlines the support service hours we agree upon, which can vary from 24/7 availability to weekday support from 9:00 AM to 5:00 PM.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: We offer a range of support levels (from 1st to 3rd line) that are aligned to the buyer’s support requirements and defined in a tailored service level agreement. Our support methodology is based on the rigour of ITIL, the flexibility of Agile principles and a Dev Ops culture. ; A typical support team is led by a technical account manager who is responsible for day-to-day support and allocation of support requests to multiple cloud support engineers. This approach provides a resilient support service with sufficient cover to ensure all support requests are managed in an effective and efficient manner.; Our approach is to spend time defining the detail of what is needed, giving a committed Service Level Agreement, with penalties if the service falls below our exceptional standards. We focus on Knowledge transfer and future expectations to ensure there are no surprises. We focus on meaningful KPI’s and can track C-Sat to drive internal improvements,a s well as to collaborate with Engineering and Product Teams. ; This G Cloud 14 service and all aspects of the above, may be procured on a times and materials basis, based on the SFIA Rate Card.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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

  We have measured our carbon emissions since 2021, developing an emissions reduction plan which aims to halve scope 1 & 2 emissions before 2030, reaching net zero before 2050, in line with the Government’s 25 Year Environment Plan (25YEP). Progress is shared with staff, suppliers, and customers, and annual public communication will highlight achievements.; ; To influence behaviour, compulsory onboarding and 6-monthly sessions delivered by Mindera Green Champions, we will educate staff on environmental hazards, reducing waste and use resources efficiently in a hybrid working environment. To support this, Mindera will work in collaboration with the buyer to agree flexible work conditions under the contract, encouraging remote working to reduce emissions. For travel, a cycle to work scheme, electric vehicle work scheme, and TravelPerk incentives encourage low emissions. ; ; For office working, we liaise with landlords (including Crown Estate) to introduce measures to reduce energy usage. At our London and Leicester offices measures include; managed use of air conditioning, motion triggered lighting, 100% renewable energy and all hardware equipment switched off at the end of the day. In 2024 we will create new green spaces at our offices and engage in tree-planting activities. ; ; We encourage sustainable practices in the supply chain via bi-annual supplier environmental surveys, and integrating climate-related targets and performance as a purchasing selection criterion. We will report to the buyer any impacts from the supply chain on the contract as part of induction and Quarterly meetings.; ; At project kick-off and Quarterly, we will collaborate with Buyers to agree on Non Functional Requirements relating to waste, emissions and resource use. We will identify positive measures, exploring how improvements can be driven within the product, service, technology at the heart of the contract. These will be tracked throughout the project life cycle for delivery and benefits tracking.

  Covid-19 recovery

  Mindera actively recruited individuals who lost their jobs due to the Covid-19 pandemic across the UK. Amidst the pandemic, we ensured that our external vendors, including a contracted cleaning service and a local taxi company, received their payments even when their services were not needed, supporting them in maintaining their staff.; In an effort to help local businesses perform operationally, Mindera hosted discussions and roundtables focused on adapting to modern workstyles like hybrid or remote operations, maintaining inclusivity, and promoting employee well-being during the Covid-19 era.; Furthermore, in conjunction with the NHS's mental health employment service, Mindera has been instrumental in providing training and resources to individuals and businesses to better support the physical and mental wellness of their workforce.; Amid and in the aftermath of Covid-19, the well-being of our team members and their families has been our top priority. We offered the flexibility to work from home before lockdown mandates, allowed unlimited paid leave for those needing to care for family members, and swiftly implemented health measures to mitigate Covid-19 risks. Continuing our commitment to our team's health and productivity, Mindera has embraced a hybrid and remote working model post-pandemic.

  Tackling economic inequality

  Mindera is committed to recruiting and hiring people from diverse backgrounds and experiences. We actively seek out candidates who bring unique perspectives and ideas to the team. We achieve this by attending job fairs and events for under-represented ethnicities, genders and other groups in tech.; ; We encourage and support employees who wish to upskill, retrain or gain qualifications in areas where there are skills gaps. Example being, partnering with AWS to provide training and certification and our own Code Academy.; ; We support entrepreneurial start and scale up tech companies, offering free product, innovation and technical guidance, to help them grow economically. Mindera pro-actively uses smaller organisations across the business, ranging from taxi companies to merchandise providers.; ; Mindera strives to establish a diverse supply network for the contract, including start-ups, SMEs, tech innovators, and eco-friendly producers, alongside social ventures and collaborative efforts like cooperatives and partnerships. We encourage innovative technologies like AI and blockchain for cost-efficiency and transparency. Commit to fair and ethical practices in supply chain cooperation. Address cybersecurity with advanced software and assessments.

  Equal opportunity

  We create equal opportunities for growth and development to all Mindera staff, regardless of their background, disability or identity. Mindera is here to promote internal mobility and invest in every Minder’s learning and development journey, for example offering training opportunities, graduate programs, coaching programs, upskill processes when Minders want to change roles, and plenty more. Minderea will influence our suppliers, customers and communities to do the same.; ; We are deeply committed to promoting career advancement, focusing on empowering individuals, especially those from underrepresented communities, by equipping them with the necessary skills for higher-paying roles. ; ; Through our Foundation, we are helping the Neuro Diverse community, by providing education, technical training and close guidance, to enable them to join clients in specific roles. We have an initiative with a luxury fashion client, to bring a ND team to support their organisation’s data business. ; ; Our gender pay gap report and diversity data guides our recruitment and employee engagement strategy, ensuring Mindera remains an inclusive and diverse organisation committed to continuous improvement in creating a secure and welcoming work environment. We'll provide equal access to training opportunities and launch targeted initiatives to address identified potential inequalities.

  Wellbeing

  At Mindera, we've cultivated a culture that places a strong emphasis on nurturing holistic well-being, where our employees and clients form the core of everything we do. We're committed to creating an inclusive environment that supports every individual at all levels within our organisation, ensuring each person feels appreciated and valued.; We implement a variety of initiatives aimed at enhancing our colleagues' well-being, such as social gatherings and activities designed to foster relaxation and connection. These initiatives have proven effective at strengthening bonds and enhancing relationships within our team. Our weekly group sessions are diverse, covering topics like mental health, feedback, communication skills, and observance of international days, offering safe spaces for everyone to listen and share.; Furthermore, our Mindera Trips, conducted multiple times annually across various countries, have been instrumental in reinforcing our community spirit, allowing us to build genuine friendships by spending quality time together beyond the usual work setting.; Recognising the importance of mental and physical health in fostering growth and well-being, we support yoga sessions and walking groups as means of self-care. Our collaboration with the NHS on different projects exemplifies our commitment to mutual support and community engagement.; Annually, we host an off-site retreat known as Brainhacks, dedicated to challenging participants mentally, with the aim of boosting self-confidence and fostering a deeper understanding of diverse personality traits.; Our culture extends to our clients as well, through a range of experiences, activities, training workshops, community meet-ups, and social events that strengthen our relationships beyond professional interactions. These workshops and community initiatives, including our collaborations with local colleges and schools at STEM events and career fairs, underscore our role as a supportive network, benefiting both the community and our employees by enhancing the positive impact of our collective efforts.

Pricing

• Price: £150 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at govtech@mindera.com. Tell them what format you need. It will help if you say what assistive technology you use.