Cloud 21 Limited
Infrastructure Operations
Cloud21 specialises in maintenance and management of complex IT infrastructures in healthcare. Fully aligned to ITIL best practice and are managed by certified practitioners experienced in the NHS IT, they can be scaled and customised to meet the challenging requirements where support of critical applications is key.
Features
- Provide future infrastructure requirements and support to existing estate
- Service Management processes and procedures, based on ITIL best practice
- Extensive knowledge of healthcare & NHS specific applications
- Fully customisable SLAs/KPIs suiting each customer, with associated reporting
- Certified technical specialists supporting the infrastructure and environment
- Security, patch management and software updates for OS and applications
- Extensive experience with HSCN/CoIN, WAN, LAN, mobile/wireless services
- On-call out of hours senior technical support including escalations
- Toolsets providing proactive; event, alert and capacity management
- Change/release specialists recognising the need for minimal service disruption
Benefits
- Independent specialists providing 24x7x365 support services
- Reduced maintenance cost/effort, reducing overall total cost of ownership
- Documented customer service expectations and minimum service levels
- Regular review customer satisfaction levels/processes and technology assets
- Advanced reporting of incidents with documented service improvement plans
- Certified engineers providing assurance and support
- ISO9001:2015 and Cyber Essentials Plus certified
- Wealth of expertise in the NHS, government and public sector
- Proactive and preventative protection against serious incidents
- Preventative approach to security and the protection of data
Pricing
£375 to £1,625 a unit a day
Service documents
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 bid-management@cloud21.net.
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Framework
G-Cloud 14
Service ID
7 2 2 8 1 1 1 2 8 5 8 3 8 3 9
Contact
Cloud 21 Limited
Steve Gray
Telephone: 0845 838 8694
Email: bid-management@cloud21.net
Planning
- Planning service
- Yes
- How the planning service works
-
Cloud21 delivers a range of consultancy services that can support the process of implementing cloud hosting or it’s associated software and management services. Our services include; technical architecture, enterprise architecture, specification and procurement expertise, deployment services, solution design, integration support services,
resolution, problem and service management and quality assurance. We are also experts in the development of technical strategies and specifications, business cases and the gathering of requirements to enable organisations to move onto new cloud platforms. These
services can be provided as specific deliverables, or a team approach that can be used to support the organisation throughout the process. - Planning service works with specific services
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Cloud21 delivers a range of consultancy services that can support the process of migrating services should organisations require the need to set up or move between cloud hosting or cloud software services. Our services include technical architecture, enterprise architecture, specification and procurement expertise, deployment services, solution design, integration support services, resolution, problem and service management and quality assurance. We are also experts in the development of technical strategies and specifications, business cases and the gathering of requirements to enable organisations to move onto new cloud platforms. These services can be provided as specific deliverables, or a team approach that can be used to support the organisation throughout the process.
- 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
-
Programme Assurance and Quality Assurance Services play a key role in the successful delivery of services. We regularly performance test our services and invite our clients to regular reviews where we benchmark the services being delivered against predetermined KPIs. When
organisations are seeking assurance on their large-scale cloud deployments, Cloud21 can offer experienced consultants from a wide range of skills sets: technical architecture, enterprise architecture, problem management, service management. Cloud21 has extensive knowledge of implementing large programmes and transformations gathering from many years of lessons learned and best practices which can be utilised to provide assurance to our clients.
Security testing
- Security services
- Yes
- Security services type
- Cyber security consultancy
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
- Cloud21 will support your infrastructure remotely over HSCN either on premise, within a 3rd party data centre, or we will work with you to migrate your services off site and then provide the ongoing support. Cloud21 supports Microsoft, Linux and Unix platforms from desktop to server including end of life management and migrations. Our extensive knowledge of NHS clinical and non-clinical applications enables us to provide the appropriate support package and uptime including support during upgrades. Our technical specialists are also highly experienced with all major hardware vendors e.g. Dell, Cisco, NetApp, EMC, Huawei, Palo Alto, and HP to name a few and are experts in managing data centres and their associated components.
Service scope
- Service constraints
- Cloud21 support will be provided remotely over appropriately secured connections. The service desk is manned 9-5 Monday-Friday, out of hours support and escalation are available via pre-agreed on-call services.
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
- Response within 1 hour and resolved within 24 hours; Monday - Friday
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
Support is available via Phone or email and this can be 24/7 if required. The cost of our support levels varies depending on the requirements and size of the customer and what is to be delivered. A technical account manager will always be supplied to work across all engagements and will make sure the appropriate resources are assigned as the customers’ as their requirements dictate.
Support and access to a web portal is available to organisations (At additional cost)
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Qualys, Dell, LogicMonitor, ManageEngine/Zoho, PaloAlto, Microsoft, Sophos, Cylera, Graylog, Splunk
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
- British Assessment Bureau
- ISO/IEC 27001 accreditation date
- 09/01/2024
- What the ISO/IEC 27001 doesn’t cover
- We are covered for the following activities. The provision of professional IT services and IT support providing Consultancy, Product Development and Managed services including IT Service Desk, Cyber Security and SOC within the Healthcare, Local Authorities, Education and Professional Service Sectors. Anything outside of this would not be covered.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- ISO 9001:2015
- ISO 14001:2015
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Wellbeing
Fighting climate change
Cloud21’s quality and compliance team have been extremely busy over the last 24 months and have recently become ISO14001 certified demonstrating our commitment to reducing its environmental impact.
Ambitions for 2024/25
For this service we will:
• Implement a reduce, reuse and recycle scheme (coffee pods, pens and batteries)
• Eliminate single use plastic bottles from our office headquarters
• Promote rail travel over air travel for practical journeys
• Promote the ‘green leaf hotel’ scheme where practical to do so
• Accurately measure commutable mileage
• Reduce paper use and printing at the our headquarters
• Reduce emissions by 7.14% (19.23 tCO2e) from baseline
We believe it is all about making small changes in order to make a big impact and promoting environmental sustainability.
Cloud21 has implemented a carbon reduction plan in line with the NHS’s carbon reduction roadmap.Wellbeing
We have a company-wide approach called VIBE (Valuing Inclusion, Belonging and Equity), which includes the provision of resources and support to improve physical, emotional and mental health and wellbeing which complements our company values.
Our VIBE team promote social inclusion and wellbeing by running events that supporting charities, such as Samaritans and MIND.
We understand stress can impact a person’s mental health, this can result in absences and even resignations, but more importantly, it can impact people's lives fundamentally. Making sure that work is a safe place to discuss wellbeing and mental health by creating an inclusive and supportive environment will provide employees with the tools needed to manage mental health.
We look to reduce the pressure and stress involved in modernising systems and technology leveraging our past experience and sharing this with all stakeholders involved.
Initiatives we are looking to run within the next 18 months:
• Run Health and wellbeing webinars and sharing resources to support our teams such as ‘NHS Every mind matters’ and the ‘6 ways to wellbeing’.
• Continue to raise mental health awareness through running company lead events such as ‘fun-runs’ or ‘Movember’ to promote mental health awareness.
• Offer mentoring support from trained mental health first aiders to support our staff.
• Ensuring we continue to develop our Wellbeing policy.
Pricing
- Price
- £375 to £1,625 a unit a day
- Discount for educational organisations
- No
Service documents
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 bid-management@cloud21.net.
Tell them what format you need. It will help if you say what assistive technology you use.