IT SYSTEMS & SUPPORT LIMITED

IT Systems Platform as a Service

IT Systems proposes a single-cost solution combining cost, time and resource efficiencies. Our solution combines both public and private cloud technologies into a single pane of glass allowing secure and easy access to information from any type of device from anywhere with an internet connection.

Features

• A single pane of glass for systems, applications and services
• Integrated disaster recovery and NCSC/RPA backup options
• A single streamlined service across your entire estate

Benefits

• Secure by design by default
• Continually updated to the latest security updates and patches
• Service is naturally updated as industry standards progress
• No financial capital outlay for the client
• Can include all hardware, infrastructure and software for the service
• Formalised response and break/fix timescales
• Accessible from any device on any secure internet connection

• Education pricing available

Service documents

• Pricing document

  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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

889124313740887

Contact

Tristen Coad
0343 8868660
info@itsystems.uk.net

About your service

• Service categories:

  IaaS

  IaaS Compute

  • Bare metal
  • Container and serverless engine compute
  • Other non-x86 instances

  Virtualised x86

  • General purpose
  • Compute optimised
  • Memory optimised

Service scope

• Service constraints: None
• System requirements: Must have enterprise level Anti-Malware Endpoint Protection
• Cloud deployment model: Hybrid cloud

User support

• Email or online ticketing support: Yes
• Support response times: 95% of calls answered by a customer services assistant or call management system within 5 rings. 99% of calls answered by a customer services assistant or call management system within 9 rings. Based upon Mon-Fri 08:30-16:30 Response times are based upon the SLA level the client takes up. Can be from 45 minutes to four hours based upon Mon-Fri 8:30am to 4:30pm
• 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
• Onsite support: Yes
• Support levels: Any technical issue based upon the cloud service is based upon a one hour response time. Issues relating to on-site infrastructure or on-site devices accessing the cloud platform are based on the level of service the client has taken: - Basic - 4 hours for urgent and 8 hours / following day for standard response - Standard - 2 hours for urgent and 4 hours for standard response - Premium - 1 hour for urgent and 2 hours for standard response We provide a dedicated technical officer and cloud officer
• Support available to third parties: No

Onboarding and offboarding

• Getting started: IT Systems provide formalised onsite training as well as 24 hour accessible knowledgebase with full user guides on how to access and use the solution. This includes how to connect onto the service as well as "how to" guides on traversing the system and its software as well as how to request support, whether remote based or in-person.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is extracted by IT Systems in the agreed format and handed to the customer in whichever manner they require.
• End-of-contract process: The solution remains in an operational state for an agreed period of time as agreed within the contract. This is usually set for thirty days post end of contract. Access is service is limited to key personnel only to allow for access to any potential data that may have been missed as part of the extraction process. After this time IT Systems informs the client 48 ours prior and 24 hours prior to data destruction including any backups we have. Should the client wish, they can opt for a paid for data archiving service post contract for up-to three years.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via our online knowledgebase or can be emailed or printed and sent out.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Independence of resources: The platform is upscaled and forward-filled ensuring sufficient capacity availability, preventing individual workloads from impacting others. The service is delivered on technology built on VMware architecture, providing a consistent and resilient infrastructure layer. We enforce network segmentation and traffic management, ensuring secure isolation between tenants and preventing excessive network demand from affecting other users. We enforce logical datastore segmentation, allocating a single client per datastore to prevent leakage or crossover. System performance is continuously monitored using centralised metrics. Load balancing is applied across all resources to distribute demand, while proactive capacity management ensures stable performance during peak usage periods.
• Usage notifications: Yes
• Usage reporting: Email
• Optimising consumption: Yes
• Automatic scaling: Yes

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
• Reporting types: Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Backup and recovery

• What’s backed up:
  • Files
  • Folders
  • Databases
  • Disks
  • Virtual Machines
• Backup controls: This is undertaken in collaboration with IT Systems as the service provider as part of a Change Management process
• Datacentre setup: Single datacentre with multiple copies
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team
• Backup and recovery: Yes
• RPO/RTO: Yes

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: IT Systems & Support Limited guarantees 99.9% service availability per calendar month for all production cloud services. This equates to a maximum of 43 minutes of unplanned downtime per month. Availability is measured across core service components, including cloud connectivity, application access (where applicable) and data and storage layers. Scheduled maintenance, emergency security updates, customer-caused issues, third-party service failures and force majeure events are excluded from availability calculations. Availability is supported by 24/7 automated monitoring, with system performance and uptime continuously tracked. Customers are provided with monthly SLA reports via the service dashboard, ensuring transparency and auditability. In the event of a service disruption, critical incidents are acknowledged within 60 minutes, with regular status updates issued at least hourly until resolution. Formal service level agreements (SLAs) define response and resolution targets based on incident severity, with critical incidents targeted for resolution within four hours. Where guaranteed availability levels are not met, customers are eligible for service credits. Credits are applied automatically and scaled according to the level of downtime experienced, up to 50% of the monthly service fee. SLA performance and availability commitments are reviewed annually to ensure continued alignment with industry best practice and regulatory requirements.
• Approach to resilience: Our service is engineered with a comprehensive, multilayered resilience framework that ensures continuous availability, robust security and operational integrity. Our datacentre is powered by a dedicated electrical mains supply with no shared connections, supported by a 50 kVA standby generator undergoing weekly testing, alongside UPS-protected and filtered power across all cabinets and dual power supplies on every device. Network resilience is achieved through multiple port connectivity on all switches and hosts, multiple active-active firewalls with automated failover, and three independent 10 Gb links routed through separate ducting to distinct exchanges and suppliers. External presence is further safeguarded by segregated perimeter firewalls and diverse internet points of presence. Security is embedded through “security-by-design-by-default” principles, with strict physical access controls at datacentre, cabinet and stack levels; daily perimeter inspections; and secure equipment disposal procedures, including certified disk shredding and cryptographic key destruction in accordance with ISO 27001. Data protection is reinforced through full physical encryption of media at rest and in transit, independent backup systems and off-site backup replication to a geographically separate postal code. Collectively, these measures deliver a highly resilient, secure and fault-tolerant service environment.
• Outage reporting: Our service employs a structured, transparent and multiple communication methodology to ensure all clients are promptly informed of any service outages. At the earliest indication of an issue, we initiate immediate notifications through email, telephony, and text-based channels, ensuring rapid awareness and accessibility. Throughout the duration of an outage, we provide updates every thirty minutes via our helpdesk portal and the same communication channels to maintain clear visibility and accountability of the incident’s status and ongoing remediation efforts. Simultaneously, all events are logged and documented in alignment with our incident management procedures, forming the basis for accurate analysis and continuous improvement. Following service restoration, we issue a comprehensive email-based post-incident report to all affected customers. This report details the impacted services, a clear and explicit description of the issue, the location, root cause analysis, timelines, overall impact, corrective and preventative actions taken and any relevant identifiers or stakeholders involved. This structured reporting process ensures accountability, clarity and a consistent commitment to service excellence.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: In terms of access control we geographically lock and IP lock access control . Access control is only authorised by key known personnel.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks

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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our Information Security Review Team is made upon of our Compliance Officer, DPO and two company directors. Our ISMS contributes towards keeping information safe and reduces risk of reputational damage, legal penalties or revenue to us or our clients. It gives assurance to our clients and staff that their data is secure and gives recognition of the quality of information security controls in place. This is achieved by the following policies: Risk Assessment and Treatment Process Internet Access Policy Cloud Services Policy Mobile Device Policy Remote Working Policy Access Control Policy User Access Management Process Cryptographic Policy Physical Security Policy Anti-Malware Policy Backup Policy Logging and Monitoring Policy Software Policy Technical Vulnerability Management Policy Network Security Policy Electronic Messaging Policy Online Collaboration Policy Secure Development Policy Information Security Policy for Supplier Relationships Availability Management Policy IP and Copyright Compliance Policy Records Retention and Protection Policy Privacy and Personal Data Protection Policy Clear Desk and Clear Screen Policy Social Media Policy HR Security Policy Threat Intelligence Policy Asset Management Policy Acceptable Use Policy CCTV Policy Configuration Management Policy Information Deletion Policy Data Masking Policy Data Leakage Prevention Policy Monitoring Policy Web Filtering Policy Secure Coding Policy Information Security Whistleblowing Policy

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our configuration and change management approach follows a controlled, lifecycle-driven process to maintain service integrity, security and operational continuity. All physical, virtual and logical components are tracked from deployment to retirement to ensure full traceability. Modifications enter as formal change requests arising from incidents, new requirements, upgrades, or decommissioning. Each request undergoes comprehensive technical, operational, business and security impact assessment, including dependency analysis and cross-team consultation, before submission to the Change Advisory Board for prioritisation and approval. Approved changes are then tested, implemented, documented and reviewed to ensure precision, transparency and the protection of service confidentiality, integrity and availability.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management approach is a structured, policy-driven process designed to identify, assess and remediate threats across all systems, services and third-party components. Potential vulnerabilities are monitored through industry bulletins, supplier advisories, security mailing lists and emergency notifications. Identified issues are logged, risk-assessed for technical, operational, security impact and prioritised accordingly. Critical vulnerabilities are patched immediately, with high-priority fixes deployed as soon as updates are available; all other updates follow our change management process. This approach, supported by complementary policies such as anti-malware, cloud services, remote working and mobile device controls, ensures consistent protection and rapid response across our environment.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our protective monitoring approach delivers continuous, policy-driven oversight of networks, systems, applications and cloud environments to detect and respond to potential compromises swiftly and lawfully. Monitoring parameters are defined and approved by senior management and fully aligned with legal, regulatory, contractual and privacy obligations. Automated monitoring tools analyse network traffic, access patterns, system resource usage and event logs to identify anomalous activity. Alerts are escalated for human investigation, with automated containment actions used where appropriate to accelerate response. Incidents are triaged and addressed without delay, ensuring rapid mitigation and maintaining a clear, integrated view of the organisation’s overall security posture.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our incident management follows a structured, repeatable process. We maintain pre-defined workflows for common events such as service outages, performance degradation, security alerts and access issues. Users can report incidents through a dedicated support portal, email, or via telephone. Each incident is logged, triaged, and assigned based on severity and impact. Communication is maintained throughout the lifecycle, with updates provided verbally and via the support portal. After resolution, we generate incident reports that summarise root cause, timeline, actions taken and preventive measures. Reports are shared with persons involved and stored for future reference and continuous improvement.
• Post-quantum cryptography secure: No

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 v4.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: We enforce network segmentation and traffic management, ensuring secure isolation between tenants and preventing excessive network demand from affecting other users.; Each client utilises it's own separate IP strategy within our cloud system and we put in place rules so that clients are unable to see, attempt to access or connect to others.; We enforce logical datastore segmentation, allocating a single client per datastore to prevent leakage or crossover.

Energy efficiency

• Energy-efficient datacentres: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount

• Provide your minimum discount applicable to your baseline prices: 2.1%

Formula for calculating price of your services

• Formula for calculating price of your services:

  Which of the core deployment models you intend to offer

  Private Cloud

  Private Cloud - Formula for calculating price of your services

  ---

  Total Cost

  The Total Cost for a buyer's call off requirement in a Private Cloud Deployment

  =

  Baseline Pricing

  Baseline pricing is done on a per user, per year basis. This is featured in our costing overview.

  -

  Minimum Discounting

  2.1%

  +

  Onboarding Activity

  Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process

  +

  Additional sources of cost

  Onboarding is priced separately in our pricing documentation. Cost may vary depending on the level of support the client opts for and any external licensing requirements relating to the individual client and their needs.

  -

  Additional sources of cost reduction

  Cost reduction is based upon the value, length of the contract and if the client is an education provider.

  ---

• Total Cost: The Total Cost for a buyer's call off requirement in a Private Cloud Deployment
• Baseline Pricing: Baseline pricing is done on a per user, per year basis. This is featured in our costing overview.
• Minimum Discounting: 2.1%
• Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
• Additional sources of cost: Onboarding is priced separately in our pricing documentation. Cost may vary depending on the level of support the client opts for and any external licensing requirements relating to the individual client and their needs.
• Additional sources of cost reduction: Cost reduction is based upon the value, length of the contract and if the client is an education provider.

Mandatory certifications

• Mandatory certifications:

  Are you are bidding to offer IaaS and/or PaaS as a reseller or are you in sole control of the infrastructure

  Sole Control of the Infrastructure

  ISO 9001 certification

  Provided

  ISO 14001 certification

  Provided

  ISO 27001 certification

  Provided

  ISO 20000-1 certification

  Provided

  ISO 27017 certification

  Provided

  Are you bidding to provide services under Lot 1b or both Lot 1a and Lot 1b?

  No

Cyber Essentials

• Do you have a Cyber Essentials Plus certificate?: No
• Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies, by the date of framework award.

Non-mandatory Standards and certifications

• ISO 28000:2022 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001:2022

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

  • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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

Service documents

• Pricing document

  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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.