Deeper Than Blue Ltd

IBM WatsonX

Watsonx, IBM's AI and data platform, integrates AI, data, and governance, empowering enterprises to deploy AI across their business using trusted data. It comprises watsonx.ai for training, watsonx.data for data management, and watsonx.governance for transparent AI workflows, addressing critical AI platform needs.

Features

• Leverages foundation models and generative AI
• Open-source frameworks
• Clients can train, validate, tune, and deploy AI models
• All in a secure, trusted studio environment
• Provides Watsonx.assistant highly configurable virtual agent
• Train faster with less data, time, and fewer resources.
• Leveraged advanced prompt-tuning capabilities
• Full SDK and API libraries
• provides an easy interface for prompt tuning and model tuning
• Hybrid and multicloud enabled

Benefits

• Delivers an enhanced experience for customers and experts
• Provides a human-like interaction
• Understands and adapts to a customers language and dialect
• Offers comprehensive, proactive assistance, seamlessly transitioning to live agents
• Cost-effective, transparent pricing, maximizing commercial value
• Seamlessly integrates with support channels and enterprise applications
• Multichannel accessibility for versatile engagement
• Swiftly resolves and prioritises customer issues
• Validated LLM training content, copywrite/GDPR/Profanity/Hate Speech free

£0.00 to £0.01 a transaction a year

• Free trial available

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 tgv@deeperthanblue.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

729807162702428

Contact

Tony Gallardo-Vega
01143992820
tgv@deeperthanblue.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Cloud Services are designed to be available 24/7, subject to maintenance. Client will be notified of scheduled maintenance.
• System requirements:
  • Internet connection & web browser
  • Runs on IBM Cloud or IBM Cloud Pak for Data
  • Can be deployed on AWS, Microsoft Azure or Google Cloud
  • Can be deployed on premise

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: IBM services levels are defined by categorising incident types according to severity, with response times per category of severity eg. Sev 1, 2 and 3. IBM would typically monitor e-mail/ticketing/telephone support 24x7, 7 days a week, categorising the incident and invoking the appropriate SLA. Sev 1/2 incidents can be prioritised for weekend responses. Sev 3 would typically attract a response during office hours (Monday to Friday 9 to 5).
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: https://www.ibm.com/cloud/support
• Web chat accessibility testing: https://www.ibm.com/cloud/support
• Onsite support: Yes, at extra cost
• Support levels: IBM Support is available 24x7. Support is provided by a ticketing system. Customer can define severity level 1-4. Basic, Advanced and Premium support options available at additional cost. Full details of support options available here : https://www.ibm.com/cloud/support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite and online training can be provide as required (charges apply).; Extensive user documentation exists on the IBM site
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Each service on the IBM Cloud platform differs in the ability to export data. ; IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
• End-of-contract process: At the end of the contract services continue to run but the user will be prompted to add a new payment method or sign a new contract. Access via the UI will be disable but services continue to run and there is no immediate data loss.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service may integrate with other enterprise applications. This may be more limited on the mobile device. LLM interactions will be supported in both platforms.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: https://www.ibm.com/docs/en/watsonx-as-a-service?topic=started-watsonx-apis
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The WatsonX AI platform offers customizable components tailored to users' requirements. It supports IBM Foundation models, LLMs, and both Open Source or BYO model configurations. Fine-tuning via the Tuning Lab enhances model performance, while Watson Assistant provides seamless integration with enterprise applications, offering an elegant virtual agent capability.

Scaling

• Independence of resources: The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.

Analytics

• Service usage metrics: Yes
• Metrics types: Billing & Usage metrics, Application logs & performance metrics, User login & API events.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: IBM

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Security for both data-in-use and data-at-rest is the customers responsibility as the applications are developed. Customers can take advantage of several data-related services available in the IBM Cloud Catalog and IBM will advise and support as required. IBM are unable to view or access customer data.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Export capabilities depend on the specific deployment model and use case.
• Data export formats: Other
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95% for applications/services configured for high availability across 2 or more IBM Cloud geographic regions. 99.5% for applications/services deployed in a single geographic region. 10% credit refund if SLA is not met with necessary information to validate such a claim.
• Approach to resilience: Available on request
• Outage reporting: Email notifications for scheduled changes

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access restricts access to management interfaces and support channels. Roles include developer, manager, auditor and billing manager. Different roles see different interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 11/12/2015
• What the ISO/IEC 27001 doesn’t cover: Only tier 1 platform services are covered by ISO 27001 i.e Cloudant, MQLIght, DevOps, IBM Containers, Logging & Monitoring, Secure Gateway. For a full list please consult documentation.
• 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: Yes, for a full list see: https://cloud.ibm.com/docs/overview/security.html#compliance

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: IBM Cloud (IBM PaaS) runs on Softlayer. And Softlayer is certified compliant with major industry standards like ISO 27001 & ISO 27018
• Information security policies and processes: IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.; ; IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: IBM uses QRadar to track configuration and manage the lifecycle of components. Core platform components run through an automated pipeline to evaluate security impact of the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: IBM uses endpoint manager to manage patches to the system. IBM hardens the systems to ITCS 103.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IBM uses QRadar to monitor system events which automatically raises a ticket to manage incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: IBM: -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

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)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We assist organisations in minimising their carbon footprint; through cloud migration. Depending on the current location; of your systems, transitioning to the cloud can result in; reducing up to 80% of carbon emissions. This commitment; to sustainability is a key reason for our partnership with our; cloud service provider.

  Equal opportunity

  We uphold a strict policy against discrimination based on; protected characteristics listed within the Equality Act 2010.; Furthermore, we are dedicated to fostering internal talent,; providing opportunities for our diverse workforce to; continuously grow and advance within the organisation.

  Wellbeing

  Deeper Than Blue is committed to providing a healthy; working environment and improving the quality of working; lives for all staff. We actively promote wellbeing throughout; the business and strive to ensure all our employees have a; positive work life balance. Proactively checking; stress/performance levels for every member of staff,; intervening and supporting individuals as necessary. We; reinforce a culture of trust, professionalism and mutual; respect. We have established a network of Mental Health; First-Aiders throughout the business, achieving a MHFA:staff; ratio of 1:10.

Pricing

• Price: £0.00 to £0.01 a transaction a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A free 90-day trial version for each of the last two IBM MQ major versions, is available for download.; ; A full featured version of IBM MQ plus the full suite of capabilities included in IBM MQ Advanced.
• Link to free trial: https://www.ibm.biz/ibmmqtrial

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 tgv@deeperthanblue.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.