DEVOTEAM UK LTD

Mulesoft Managed Support

We provide full level 3 support for production services, tailored to different levels according to the support needed, including various service tiers and models - 24x7, 9x5, extending support; incident, problem, request, change, infrastructure, knowledge, monitoring & event management and diagnostics/break-fix service. We are MuleSoft Partners.

Features

• Standard Managed service tier, tailored to the organization needs
• 24x7 coverage availability
• Full ITL management framework available
• Flexible Resourcing, both on site, off site, near shore
• Monitoring and healthcheck services
• Diagnostics and break-fix service
• Service Transition from encumbent suppliers
• Hybrid architecture (cloud and on-prem) support
• HyperAutomation Solutions with future AI integration to support processes
• Automated deployment and testing for service upgrades

Benefits

• Increased efficiencies in multiple application and service support
• Tailored support to organizations needs and capabilities
• Improve quality of deployed applications and service delivery
• Integrated DevOps approach reducing service upgrade time
• Rapid problem management and resolution via our European CoE model
• Monthly Fixed Price based support service
• Service Level Management and Reporting
• Multi-cloud (AWS/Azure/Google) / hybrid support
• Staff with appropriate security clearance
• Out-of-the-box High Availability & Fault Tolerant solutions, with in-built DR

£700 to £2,250 a unit a day

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 lucy.powell@devoteam.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

795942528783371

Contact

John Lacey
02072882800
lucy.powell@devoteam.com

Planning

• Planning service: Yes
• How the planning service works: Devoteam's manage service is a joint venture, and starts with making sure that mutual understanding is achieved about service parameters, goals and conditions. If needed, Devoteam offers a discovery phase to analyse the current system, business requirements, design documentation and provide t-shirt sizing of the API's to understand the solution complexity. Using agile methodologies to onboarding, support shadowing where appropriate to migrate to full primary support of the applicationas and platform.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Knowledge acquisition through practical experience is optimal which is why we work closely with our client's teams throughout our engagements. We can also support clients through the creation of training materials, run books and the delivery of formal training across Mulesoft products.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration of an existing Mule 4 service would follow the planning procedure of service discovery, definition, transfer of assets, migration across platforms and clouds for the Anypoint Organization Instance ID; ; Migration from other integration solutions would require re-coding and potential redesign of the solution. Although, Devoteam has GTM accelerator to streamline Mule v3 to v4 migration, to minimise re-coding, together with the use of AI code generation modules, for example, Amazon CodeWhisperer. This service would be supported under our Mulesoft Development and Delivery service
• 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: Testing on any new or major updates to modules, components or code, would be the responsibility of the Development and Delivery service. They would follow the standard rigorous testing procedure and protocols before allowing the changes to be introduce into production. This managed service would oversee the upgrades into live, via ITIL best practices; ; Small changes may be made as part of the managed support, for which the same automated testing assurance would be performed. Platform and Library updates will be performed as part of the service operation.; ; Regression testing, both functional and non-functional can be performed as required. Monitoring functionality will also apply regular system health checks

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security incident management
  • Other
• Other security services: Implementation of Security components to API's

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: Devoteam offer continued support up to, and including, the go-live of all solution implementations. A warranty period can be supplied moving forward after go-live on a call-off basis if required. Managed Services offers different support models enlisted below; - Support models; - 24x7, 9x5, extending support.; - Services provided:; - Incident, problem, request, change management; - Monitoring & Event management; - Infrastructure management

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLAs are bespoke and can be tailored to individual customers' needs.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support is bespoke based on customer requirements.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 06/02/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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 measure our Carbon footprint. In 2022 Devoteam emitted around 38,000t of CO2e, which corresponds to 3,7t per employee. DevoteamUK is certified to Platinum Standard ISO 14001 (Environmental Management).; ; We want to mitigate our impact on climate change.: Travel represents a third of our carbon footprint, therefore a group wide travel policy has been implemented.; ; Employees are encouraged to avoid business travel where possible and to utilise video conferencing tools for internal and external meetings. Hybrid working is encouraged, we only favour in-person interactions when meeting with our key clients. ; ; Travel options that are more environmentally friendly are promoted. Employees are encouraged to take the train or share cars on business trips. Devoteam group is encouraging the use for fossil-free business travel alternatives.; ; Devoteam delivers annual, compulsory awareness and education providing Employees with information to help them make more conscious business travel decisions; ; Our Internal IT and office equipment represent 13% of our carbon footprint: ; IT assets - Our objective is to increase the lifespan of these assets. E-waste is managed at the individual company level, with each entity managing this locally.; Applications and cloud services - Group IT takes care to optimise the usage of these core services. Regular awareness sessions and training is offered to all employees to adapt their behaviour, optimise their IT use and lower our emissions in this field.; ; To ensure employee awareness and engagement in 2023 we ran an earth week and sustainable development month, offering different activities to 4000+ employees and these campaigns are running again in 2024.; ; Finally, all our propositions are being optimised to include greater sustainability and reduced environmental impact for our customers. This includes modernisation of technology and proactive tracking and reporting of system usage to optimise usage and reduce carbon emissions.

  Covid-19 recovery

  At Devoteam, we’ve pioneered digital solutions that have assisted our organisation as well as our partners and clients in navigating the challenges of Covid-19 and the ongoing recovery efforts. ; ; We’ve enabled organisations to seamlessly provide remote access to services through the deployment of various applications. By prioritising accessibility and efficiency, we’ve empowered clients to adapt and thrive in this uncertain time. While helping them transition and innovate digital service delivery along the way. ; ; Some examples of initiatives across Devoteam ; Weekly Wellbeing Calls; Stress Management Training; MHFA; ; Devoteam remains committed to foster resilience and drive further recovery efforts across our own organisation and those we work with.

  Tackling economic inequality

  At Devoteam, we are deeply committed to addressing economic inequality and fostering economic diversity within our company and beyond. Our core values emphasise providing opportunities for individuals from all socioeconomic backgrounds to succeed and thrive.; ; To achieve these goals, we have implemented various initiatives and programmes:; ; Increasing Economic Diversity in the IT Market:; We strive to increase economic diversity in the IT market by providing pathways for individuals from diverse socioeconomic backgrounds to enter tech careers. Through local initiatives, we reach out to schools and communities to promote tech careers and provide information about the opportunities available.; Ensuring Equal Treatment for All Employees:; We are dedicated to ensuring equal treatment for all Devoteamers. Our Gender Equality Index ensures fairness and equity in all aspects of employment, regardless of economic background.; Partnering with Organizations to Address Economic Inequality:; We partner with organisations focused on addressing economic inequality, offering mentorship, internships, and training programs to individuals from underprivileged backgrounds. Our collaborations aim to break down barriers and provide pathways to economic success.; Financial Literacy and Career Development Programs:; We offer financial literacy and career development programs to empower employees from all socioeconomic backgrounds to manage their finances effectively and advance in their careers. This includes training during events like the European Sustainable Development Week.

  Equal opportunity

  Devoteam is dedicated to promoting equal opportunities and fostering diversity and inclusion within our company. Our core values focus on increasing diversity in the IT market, ensuring equal treatment for all Devoteamers, and providing opportunities for talents from all backgrounds to thrive.; ; To achieve these goals, we have implemented various programmes and initiatives aimed at promoting diversity and inclusion:; ; We partner with organisations like CoderDojo4Girls to promote women in tech careers. This initiative provides opportunities for young girls to explore and develop their interest in technology, helping to increase the number of women in the tech industry.; ; We are committed to facilitating disability at work. We provide specialised training on digital accessibility to our creative tech experts, addressing the challenges faced by people with disabilities in the digital world and sharing best practices to make their lives easier. Additionally, we participate in the Gender Equality Index, ensuring equal treatment for all our employees.; ; We focus on promoting tech careers and training opportunities to a wider population. By informing individuals about the various career paths available in IT, we aim to attract talents from diverse backgrounds to join our team.; ; We are dedicated to creating a more diverse, equitable, and inclusive workplace. Through internal programmes and initiatives, we strive to foster an environment where everyone feels valued and respected.; ; Our Diversity & Inclusion internal programme promotes a culture of inclusion and belonging. We recognise the importance of creating a workplace where all employees feel empowered to contribute their unique perspectives and talents.; ; For our overseas talent, we offer relocation programmes to facilitate and financially support their establishment in our company. This ensures that talented individuals from around the world have the opportunity to join our team and contribute to our success.

  Wellbeing

  Devoteam prioritises mental and physical wellbeing within its employees and several strategies are implemented to support employees' well-being. Key among these is the presence of Mental Health First Aiders (MHFA), trained individuals who offer immediate support to employees experiencing a mental health crisis. They serve as a bridge to professional help, aiming to preserve life, alleviate suffering, and promote recovery. MHFAs are trained to recognize signs of mental distress, initiate supportive conversations, listen non-judgmentally, assess risk, and guide colleagues toward professional resources while maintaining confidentiality.; ; Beyond crisis support, Devoteam also provide educational resources on mental health. These include leaflets and links to reputable sources like the World Health Organization (WHO), St. John Ambulance, and Mind, which offer information on common mental health issues and coping strategies. Such resources help raise awareness among employees and reduce stigma associated with mental health problems.; ; Line managers receive guidance to help them work with employees experiencing mental health issues, whether diagnosed or not. This support includes creating individualised care plans with input from the employee. These care plans detail the employee's condition, any required adjustments, medication, emergency contacts, and the role the company plays in supporting the employee.; ; Promoting a healthy work environment also involves organising events that encourage good mental health practices, motivating employees to take regular breaks, exercise, and manage their annual leave throughout the year. Employees experiencing stress are encouraged to seek support from Mental Health First Aiders, line managers, or HR.; ; Devoteam also recognises the positive benefits that physical activity has on the body and the mind and encourages and supports employees to keep physically active.; ; Overall, Devoteam seeks to create a supportive workplace culture where employees feel safe, valued, and able to seek help without stigma.

Pricing

• Price: £700 to £2,250 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 lucy.powell@devoteam.com. Tell them what format you need. It will help if you say what assistive technology you use.