Bytes AWS System Operations Suite
The System Operations Suite provides managed services for AWS EC2 instances, including in-guest OS support and automated patch management. It helps customers maintain secure, compliant, and efficient cloud environments by handling troubleshooting, configuration, and patching, while customers retain responsibility for applications and business context.
Features
- OS-level troubleshooting and remediation for Linux and Windows instances.
- Configuration advice for operating system settings and AWS integrations.
- User and access management support for secure account administration.
- Log and event analysis to trace and resolve system issues.
- Performance tuning recommendations for optimal resource utilisation and efficiency.
- Security hardening using OS best practices and firewall configuration.
- Automated EC2 patch management with scheduled deployments and rollback capability
- Compliance reporting and verification after patching cycles are completed.
- Onboarding support including validation, access enablement, and knowledge transfer.
- Service level agreements for incident response and change requests.
Benefits
- Reduces operational burden by managing OS-level support and troubleshooting.
- Improves system stability and security through proactive configuration and hardening.
- Minimises downtime with rapid incident response and clear escalation paths.
- Ensures compliance with automated patching and detailed post-patch reporting.
- Frees internal teams to focus on business-critical applications and innovation.
- Reduces business risk by closing common security and compliance gaps.
- Enables predictable, scheduled maintenance to minimise disruption to operations.
- Provides expert guidance on OS best practices and AWS integration
- Enhances transparency with clear onboarding, access, and change management processes
- Supports business continuity with rollback options and regular service updates
Pricing
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
7 9 5 5 8 5 4 5 8 1 4 7 7 8 3
Contact
BYTES SOFTWARE SERVICES LIMITED
Richard Read
Telephone: 01372 418 500
Email: tenders@bytes.co.uk
About your service
- Service categories
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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
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The System Operations Suite does not cover customer-developed or third-party applications, database administration, middleware or application stack management, major OS upgrades, or compliance framework development. Application-level patching, major OS migrations, and manual server logins for patching are excluded.
Customers must provide access, permit remote operations, and validate application functionality after changes. Patch testing for application compatibility is the customer’s responsibility. Custom automation, compliance certification, and onboarding of workloads above the OS are out of scope and require separate agreements. Legacy or unsupported OS instances and end-user device patching are also excluded.
User support
- Email or online ticketing support
- Yes
- Support response times
- All tickets are responded to within 15 minutes and then ongoing responses are per the SLA's set around ticket type, ticket priority and impact to the customer.
- 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
- We have tested both written and spoken chat against our AI tools in order to help assist customers in the best way possible including: Screen Reader Testing Keyboard-Only Navigation Magnification & Contrast Speech Recognition
- Support levels
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We offer tiered incident response SLAs for its System Operations Suite. Incidents and change requests are categorised as Urgent (P1), High (P2), Medium (P3), or Low (P4), with response times ranging from 15 minutes (P1) to 12 hours (P4). P1 and P2 incidents are supported 24/7, while P3 and P4 are covered during business hours.
Regular updates are provided throughout incident resolution. For patch management, standard requests require five business days’ notice, with emergency requests prioritised for immediate action. - AI chatbot
- Yes
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- AWS
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Developed Vetting (DV)
Pricing
- Discount for educational organisations
- No
Cyber security roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security audit and assurance | £1,650.00 | £1,650.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Lead cyber security secure systems architecture and design | £1,650.00 | £1,650.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data engineer | £950.00 | £950.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Citation ISO Certification Ltd
- ISO/IEC 27001 accreditation date
- Wednesday 5 March 2025
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- Yes
- Who accredited the ISO 9001 certification
- Peers Quality Assurance Ltd
- ISO 9001 accreditation date
- Wednesday 1 November 2023
- What the ISO 9001 doesn’t cover
- N/A
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- SecurityMetrics
- PCI DSS accreditation date
- Thursday 23 October 2025
- What the PCI DSS doesn’t cover
- N/A
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 3990f676-b304-42c4-9776-0869f2d32229
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 21e94cf4-cda7-4d3a-8343-71e6363aef69
- Other security certifications
- Yes
- Any other security certifications
- IASME Cyber Assurance L2
Social value
- Section B - Commitment for Future: Delivery
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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
- 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
- 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
- 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 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
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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 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
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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 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
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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
- 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
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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
- 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
- Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
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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 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 issues relating to entering the contract workforce
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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
- Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
- 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
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