Palantir Technologies UK, Ltd.

Palantir Cloud Support Services

Palantir offers support and customer success services for all Palantir software, including its enterprise data platforms and other product components. Services include assistance with solution planning and design, setup and migration, security, use case development and maintenance, quality assurance and performance testing, training, a developer help desk, and ongoing support.

Features

• Cloud software support; including public, private, community and hybrid clouds
• Migration and set up assistance
• Business analysis and cloud solution guidance
• User and service management
• End-to-end managed support
• Training on how to navigate the platform
• Helpdesk support
• Professional Certifications for Palantir Foundry
• Use Case boost and maintenance services
• Solution design consultancy

Benefits

• Easy to use for both technical and non-technical employees
• Enhance strategic planning, reduce business risk and costs
• Rapid migration to chosen cloud service
• Fully managed migration process
• Optimised use of cloud software
• Flexible training delivery for varying user adoption rates and locations
• Multiple training modes; instructor-led, internet webinars and self-guided learning
• Bespoke, tailored training materials based on specific contract/project requirements

£150,000 a unit a quarter

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 gcloud@palantir.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

898636319191819

Contact

Palantir Technologies UK, Ltd.
+44 203 856 8404
gcloud@palantir.com

Planning

• Planning service: Yes
• How the planning service works: The Palantir Team and the customer will review all dependencies and agree on the specific data integrations, workflow customisations, interface configurations, and automations to be prioritised and implemented. Both parties will also review and prioritise the solution backlog (i.e.solution requirements to be implemented). The Palantir Project Team will also compare Palantir Platform capabilities against user workflows and existing technology investments.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Palantir Platform: Foundry & AIP
  • Palantir Platform: Gotham

Training

• Training service provided: Yes
• How the training service works: Palantir offers bespoke training on its cloud software. Tailored training will be planned for and provided to suit the customer's specific needs, to help reduce wasted training time and enable speedier implementation and optimisation of the cloud software. These training needs will be established at the stage of engagement. Further information can be found in the Service Definition Document and/or is available on request.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Palantir Platform: Foundry & AIP
  • Palantir Platform: Gotham

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Palantir can provide assistance to customers planning to migrate to the cloud and/or from other cloud providers to Palantir's cloud based software. Palantir engineers will assist the customer with this process by designing a complete migration plan for all required data and dependent services. This migration plan will consist of a complete system design, deployment plan and data source mapping, together with a phased roll-out of the replacement service.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Amazon Web Services
  • Google Cloud Platform
  • Microsoft Azure

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Palantir software undergoes regular quality assurance and performance testing. Palantir software contains tooling to automatically analyse system performance, identify faults, and keep track of feature-usage and user-scale. Palantir's software is configured to monitor system performance on an ongoing basis and raise alerts for any performance-related incidents. Palantir uses a set of standard metrics (e.g., server load, memory load, and search speed) to monitor performance. Palantir engineers continually assess deliverables and KPIs, including targets and results. These include quality and performance metrics (e.g., support tickets filed, bugs found, solution uptime), which are regularly reported to customer stakeholders.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: Palantir can provide a variety of ongoing support mechanisms depending on the customer's requirements. Specific support levels would be defined at the planning stage of the engagement and would be bespoke to the customer's needs. Further information can be found in the Service Definition Document and our standard form Service Level Agreements (SLAs) can be provided on request.

Service scope

• Service constraints: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Varies based on issue severity.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Support levels: Varying levels of implementation engineering support services are included in our Capability-Based Licences. For additional support costs, please see the Pricing document. Further information can also be found in the Service Definition Document and our standard form Service Level Agreements (SLAs) can be provided on request.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman and Company LLC
• ISO/IEC 27001 accreditation date: 29/03/2024
• 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: Yes
• Any other security certifications:
  • FedRamp Moderate
  • ISAE 3000 SOC 2 Type II
  • SSAE18 SOC 2 Type II
  • ISO 27017
  • ISO 27018
  • ISO 9001

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Palantir is committed to fighting climate change through effective stewardship of the environment. Palantir recognises the threat posed to our civilisation by unchecked climate change, and commit to play our part by conducting our company operations sustainably and by supporting our customers’ efforts to do likewise. We project that our carbon emissions will decrease to 3,790 tCO2e or lower by 2025. We are working with the Science-Based Targets Initiative (SBTi) to make our commitment public, align with best-in-class standards for climate pledges, and help keep us on track as we work towards Net Zero. As part of this we: (a) seek to reduce emissions across Scopes 1, 2, and 3; (b) will offset any remaining emissions, where reducing emissions is not possible today; and (c) will report updates, review our actions and publish our progress on an annual basis. We have already rolled-out the following initiatives to fight climate change. (1) The Foundry Carbon Module, which provides an enterprise-wide picture of our largest emissions sources including electricity usage, business travel, and compute power. This includes the most granular available emissions factors that are automatically recomputed as new data is ingested. (2) Partnering with leading organisations pursuing Net Zero efforts. We have partnered with some of the world’s leading organisations to decarbonise the global materials supply chain, power renewable energy, and accelerate the roll-out of e-mobility (EV networks and air travel). (3) Reducing carbon impact of travel through following green travel plans on projects. (4) Influencing sustainable behaviour in our employees through a sustainable behavioural change and education platform where employees can gain rewards for reducing their carbon footprint, learn how to be more sustainable and participate in sustainable initiatives together.

  Covid-19 recovery

  Palantir is committed to supporting the UK’s COVID-19 Recovery. Since the beginning of the COVID-19 pandemic, our software has played a key role in mitigating the impact of the COVID-19 outbreak across the UK. As an example, our software has been instrumental in helping the NHS manage the COVID-19 response. We see ourselves as contributing to this effort in two ways: (i) through supporting employment, re-training, and return to work initiatives; and (ii) providing secure workplace conditions. We create training opportunities for those who face employment barriers in the wider community by partnering with organisations like The Elephant Group (social mobility charity) and Rewriting the Code, and through initiatives like our data skills bootcamps for Secondary School students. We seek to ensure all opportunities available for people located in deprived areas. We do this by: (a) providing travel and accommodation for all student programmes; (b) removing unnecessary educational qualification requirements from job descriptions; and (c) expanding our list of UK-based target universities. We work with a diverse range of smaller businesses across the UK to increase supply chain resilience. When partnering with organisations on contracts, we actively employ measures to support smaller businesses’ involvement in our consortia. These include requiring no minimum revenue thresholds from our partners/subcontractors and establishing partnership teams to engage with and support smaller businesses throughout a contract’s journey. To support the British startup ecosystem, we have made our software available at reduced rates through our Apollo/Foundry for Builders programmes. Palantir commits to ensuring secure workplace conditions with regards to COVID-19 recovery, including through specialist cleaning and ensuring remote working options are available to all staff, where possible.

  Tackling economic inequality

  Palantir tackles economic inequality by supporting new businesses and offering programmes that teach new skills and provide employment opportunities to underrepresented groups. We support new businesses through our Foundry for Builders programme. Foundry for Builders makes our world class software platforms available to early-stage companies in industries ranging from health to entertainment. The programme allows new and emerging businesses to fully leverage our solutions at speed and at an affordable cost. Our Spring Insight Week, “Launch”, and our internship programme, “Palantir Path”, are designed to reach students who may not have had exposure to technical opportunities before college, especially those from underrepresented groups. It bridges the gap between what’s taught in school and what’s necessary to solve real-world problems, and offers tech industry work experience. Since 2021, on average 50% of our intern class is sourced from the Palantir Path programme annually. Palantir offers scholarships to students from underrepresented groups in Science, Technology, Engineering, and Mathematics (STEM). These scholarships, up to £8,000 each, encourage students to pursue careers in STEM. Since 2010, scholarships worth in excess of £1,000,000 have been awarded through our three programmes (Future Fellowship, Women in Tech Scholarship and Global Impact Scholarship) to 187 students from 20 countries. We also offer training opportunities for those in the wider community here in the UK who face barriers to employment. This includes running data skills bootcamps for Secondary School students from underprivileged backgrounds, in partnership with social mobility charities. These programmes lay the foundation for participants to obtain employment in high-growth sectors within the tech industry.

  Equal opportunity

  Palantir is committed to promoting values of diversity, equity, and inclusion at our company, with our clients, and across the broader tech community. We know it takes active effort to build an inclusive and equitable world where all voices are heard, and we’re dedicated to being part of the change. The pay gap is one of the most pervasive barriers to equal opportunity. We tackle inequality in pay by: (i) standardising pay across our entry-level roles to reduce pay gaps; (ii) publishing our UK Gender Pay Gap annually; (iii) mandating unconscious bias training for leads to ensure each employee has access to growth and career progression; and (iv) making anti-discrimination workshops mandatory, including Anti-Harassment Training. The skills gap is another deep-rooted barrier to equal opportunity. We have multiple programmes dedicated to helping people, including those from disadvantaged or minority groups, to move into higher paid work by developing new skills, including: (1) our Community Intersections Programme, which works to reduce digital skills gaps for our 9 Affinity Groups for disadvantaged/minority groups; (2) Learning Labs, which provide all members with up-skilling resources, including Microlearning Paths and Self-Guided Modules relevant to careers in cloud-based software and services; (3) Peer Mentorship, which offers mentorship and networking opportunities by pairing individuals with varying seniority levels and roles; (4) Palantir Launch Programme, a Spring Week for students from underrepresented groups in tech; (5) job descriptions which are reviewed for inclusive and neutral language; and (6) internship and scholarship programmes (see “Tackling Economic Inequality” for more details). In addition, we partner with a range of organisations that help connect underrepresented communities in tech with high-paying employment opportunities. These include Rewriting the Code (RTC), BreakLine, National Society of Black Engineers (NSBE), STEMWomen and CodeFirstGirls.

  Wellbeing

  Palantir aims to promote the holistic health and well-being of our employees through our benefits and offerings programs. Parallel to this, we seek to improve community integration by promoting strong, integrated communities. All of our UK-based employees receive the following: (i) mental health support via multiple virtual and in-person offerings, such as fitness subscriptions, guided meditations and 24/7 confidential counselling and therapeutic support service, (ii) stress management resources, including a 24/7 hotline for veterans and their families; (iii) health screenings, on an annual basis as minimum; (iv) child and pet care services, to alleviate the stress of finding these services and support a productive work-life balance; and (v) a ‘take what you need’ time off policy, to ensure each individual employee takes sufficient rest time for their role, which is essential for both their mental health and ability to be productive. We understand that employee well-being also stems from active contribution to causes they believe in. To aid in this endeavour, we also promote community engagement through various volunteering programmes including local garden creation and tree planting; and digital skills education programmes run at our offices to local students from disadvantaged backgrounds, in partnership with the social mobility charity The Elephant Group.

Pricing

• Price: £150,000 a unit a quarter
• Discount for educational organisations: No

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 gcloud@palantir.com. Tell them what format you need. It will help if you say what assistive technology you use.