Mobilise Cloud Services Ltd

AWS Managed Services (AMS) Advanced Operations Plan

Enterprises who want to accelerate the adoption of AWS can use AWS Managed Services (AMS) to offload their critical but undifferentiating task of AWS infrastructure operations. AMS provides routine infrastructure operations such as patch, backup, and security management, and IT management processes such as incident, change and service request management.

Features

• Monitoring and Event Management - 24x7 automated service
• Security and Access Management - 24x7 automated service
• Patch Management - approved updates to EC2 supported instances
• Change Management - 24x7 automated mechanism for access and changes
• Provisioning Management - 24x7 automated service selecting from a catalogue
• Incident Management - 24x7 proactive service
• Problem Management - root-cause and remediation service
• Reporting - monthly report delivered by Cloud Service Delivery Manager
• Service Request Management - 24x7 information service including Cloud Architect
• Continuity Management - backups using snapshots

Benefits

• Maintains or exceeds your existing high compliance and security standards
• Certified/compliant PCI DSS, SOC1/2/3, NIST, CIS and ISO9001/27001/27017/27018
• Scales cloud experience to the rest of your organization
• Focuses your cloud talent on refactoring applications
• Avoids migration stall by having a cloud-native operating model
• Implements rigour to reduce costs, manage capacity, and improve utilization
• Provides operational solution for 80%+ of workloads not cloud-native
• Provides infrastructure as code delivering fast, error-free service
• Provides high levels of transparency, security, and customer focus
• Service is month-to-month, with low minimum charge

£400 to £1,850 a user a day

• Education pricing 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 gcloud@mobilise.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

903151802284931

Contact

James Carnie
07817317694
gcloud@mobilise.cloud

Planning

• Planning service: Yes
• How the planning service works: Provide an assigned Specialist Solution Architect to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: AWS

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Provide an assigned Specialist Solution Architect to support on-boarding to AMS and a Cloud Architect for work stack configuration in support of the Migration / Operational Integration project delivered by either AWS Professional Services or a Partner.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: AWS services (pertinent to traditional / legacy server based workloads)

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: AWS Managed Services (AMS) helps you operate your AWS infrastructure more efficiently and securely. AMS Advanced operational plan with preventative controls via a change management system within an AWS managed landing zone, provides a full operational solution that trades some flexibility for increased operational rigour to protect your critical business applications. It accelerates migration/adoption, lowers operational costs, and reduces security and compliance risk by managing “up to and including the patched OS” (AWS infrastructure layer) within the ITIL® framework. AMS is a AWS native, infrastructure operations solution for traditional / legacy, server based workloads which delivers a scalable, secure and compliant infrastructure operation that: Is delivered out of customer owned accounts; Provides a managed multi-account landing zone; Utilises best practice for AWS products and services; Is certified / compliant to PCI DSS, SOC1/2/3, HIPAA, ISO9001/27001/27017/27018, NIST, CIS and GDPR for infrastructure operations; Has a 24x7x365 SLA backed support operation ("follow-the-sun" or "UK soil only"); Supports 110 AWS services in 15 AWS regions; Is charged using the AWS pay-as-you-go model; Is contracted month-to-month; And is delivered by AWS staff.

Service scope

• Service constraints: Service covers AWS infrastructure layer, does not cover middleware, database or application layers.; ; Security software: Deep Security from Trend Micro. ; ; Approved directory services: Microsoft Active Directory.; ; Supported OS - AWS EC2 created AMIs for Linux 2; CentOS 7.x; Oracle Linux 7.5, later versions;; Red Hat Enterprise Linux (RHEL) 8.x/7.x;; SUSE Linux Enterprise Server 15 SP0/SP1/SAP specific versions;; SUSE Linux Enterprise Server 12 SP4/SP5/SAP specific versions; Windows Server 2019/16/12R2/12;; ; Supported End of Support OS: Linux (expected support end 1/7/2023);; CentOS 6.5-6.10 (expected support end 1/2/2023);; RedHat Enterprise Linux (RHEL) 6.5-6.10 (expected support end 1/2/2023);; Windows Server 2008R2 (expected support end 1/2/2023).

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service Request: 2 SLAs provided (Plus and Premium).; Plus: <=8hrs ` ; Premium: <= 4hrs, 24x7; (Service Level Objectives)
• 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: 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Via the AWS console
• Support levels: Service Request: 2 SLAs provided (Plus and Premium; different price points); Cloud Service Delivery Manager and Cloud Architect provided.; Plus: Monday to Friday from 8am-6pm, local customer time ; Incident Management (Priority 1, 2, 3) - Response Time <=4 hours, <=8 hours, <=24 hours; Incident Management (Priority 1, 2, 3) - Response Resolution Time <=12 hours, <=24 hours, <=48 hours; Patching Time for a Critical Security Update = Within 10 business days of release by the vendor ; Patching Time for an Important Update = Within two months of release by the vendor ; Environment Recovery Initiation Time = <=12 hours; ; Premium: 24x7x365; Incident Management (Priority 1, 2, 3) - Response Time <= 15mins, <=2 hours, <=8 hours; Incident Management (Priority 1, 2, 3) - Response Resolution Time <=4 hours, <=8 hours, <=24 hours; Patching Time for a Critical Security Update = Within 8 calendar days of release by the vendor ; Patching Time for an Important Update = Within two months of release by the vendor ; Environment Recovery Initiation Time = <=4 hours

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Azure, AWS, Google Cloud, Elastic, Red Hat and others

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: 18/01/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 18/01/2022
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc.
• PCI DSS accreditation date: 14/12/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • SOC 1/2/3

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Mobilise are committed to further reducing our carbon footprint and aim to be carbon neutral no later than 2050 in line with the Climate Change Act 2008, using following initiatives:; •Work from home: Our team are predominantly home based providing a reduction in emissions linked to travelling to and heating or powering the premises.; •IT Infrastructure: Mobilise have no on-premise server infrastructure with all our services being cloud based with AWS. AWS will be powered by 100% renewable energy by 2025.; •Cycle to work scheme: To reduce the carbon footprint of employees travelling to the premises we have an established cycle to work incentive.; ; To manage the continuous reduction in our carbon footprint, Mobilise established a carbon reduction process which is led by our internal Carbon Reduction Working Group (CRWG). Mobilise colleagues are encouraged to suggest improvements to the organisation and ways of working via our regular internal Town Hall events and via the internal suggestion box. Mobilise provide training on carbon reduction techniques and methods to improve recycling for all staff.; ; CRWG continuously reviews:; •Premises: Working with our landlords and neighbours to ensure the impact of our premises and associated carbon emissions are reduced where possible.; •Transport:Working with our colleagues to ensure that all travel is reduced to a minimum. Where travel is essential, we will identify, encourage and where possible incentivise our colleagues to use the least impactful option.; •Working practices:Working with our colleagues and customers we will ensure that where possible our working practices are aligned to a Carbon Neutral organisation. ; •Waste management:Working with our landlords,neighbours and colleagues we will continuously review our consumption and waste management strategies and partnerships to support the continuous reduction of our Carbon Footprint.; •Carbon Footprint Report:Working with the Carbon Trust, Mobilise continuously reviews its Carbon Footprint report available to all customers.

  Covid-19 recovery

  Mobilise are committed to providing tangible community benefits for the public sector and driving social change through programs recognised for delivering results for underrepresented and disadvantaged groups. Mobilise Cloud has recently launched Mobilise Academy, which aims to provide free training and mentorship to retrain people from industries affected by Covid19 to become cloud native experts (Candidates recently made redundant, unemployed individuals with outdated skills, disadvantaged youths, veterans and military spouses and disabled people). Mobilise Academy will aim to tackle the misrepresentation of women (make up 26% of tech roles) and Black, Asian or minority ethnic backgrounds (make up 15.2% of tech roles) by focusing recruitment on these underrepresented groups. Additionally, Mobilise run 'Get Certified Challenges' periodically where we organised free bootcamps and training materials with AWS to fund exams for those affected by Covid19.; ; Mobilise has partnered with University of Wales in their Digital Degree apprenticeships and serve on the Advisory Board. We provide guest speakers to Universities across South Wales showcasing cloud technologies and industry insights. Digital degree apprenticeships provide a unique opportunity to co-create with employers a programme of study that completely integrates academic study and practical application from the outset.; ; Furthermore, our apprenticeship and graduate schemes work with local talent to train and mentor individuals from university and non-academic backgrounds to become Mobilise developers and engineers, splitting their time between learning, certification and customer deliverables.

  Tackling economic inequality

  As an SME, Mobilise don’t currently have an extensive supply chain but have put plans in place to ensure any future supply chain is diverse. Mobilise’s goal is to increase our long-term spend with diverse suppliers by 10% annually through our commitment to ; *Grow a diverse supplier base reflective of the communities in which we do business, ; *Partner with suppliers who provide the best total value, which includes diversity. ; ; Mobilise Diversity & Inclusion steering group will help Mobilise understand different types of businesses and levels of participation within the market. It will collect information relevant to products/services being offered, working with Mobilise Procurement Team to engage a diverse range of businesses ensuring Mobilise has an ecosystem of varied partnerships established prior to any procurement being carried out. Mobilise will look to publish subcontracting opportunities for SME’s/Micro organisations on Contracts Finder and other inclusionary groups such as WeConnect (focuses on finding brilliant female owned businesses). ; ; Annual training plans are used to ensure Mobilise employees maintain the necessary certifications to retain our partnerships, managed through our people management platform to also match our customers requirements. Mobilise Solutions Architects also look to the future to ensure we have the latest skills required to help our customers innovate cloud native solutions.

  Equal opportunity

  Mobilise has implemented the following multi-pronged approach to equal opportunities, reducing the disability employment gap while tackling wider workforce inequalities:; ; Boosting Disability Representation:; • Partnering with disability charities and organisations to reach qualified disabled candidates. Accessible job adverts and interview processes compliant with the Equality Act 2010 will ensure fair opportunities for all.; • Our mentorship scheme pairs experienced staff with new disabled hires, fostering a supportive and inclusive environment.; • We work collaboratively with disabled employees to identify and implement reasonable adjustments, ensuring full participation in the workplace as outlined by the Equality Act 2010.; ; Upskilling the Workforce:; • We offer bespoke training programmes relevant to the contract, leading to recognised qualifications accredited by relevant awarding bodies. These programmes are tailored to address the specific needs of disabled individuals, promoting skill development and career progression.; • Mentorship and coaching programmes with extended to focus on skill development, empowering disabled employees to thrive in their roles.; Fostering a Culture of Inclusion:; • We provide ongoing disability awareness training to all staff, suppliers, customers, and communities we interact with. This cultivates a culture of understanding and acceptance.; • Internal network of accessibility champions established to advocate for the needs of disabled employees and identify areas for improvement, aligning with best practices outlined by the Disability Confident scheme.; ; Tackling Inequality:; • We've implemented robust diversity monitoring practices to identify and address any pay gaps or inequalities within the workforce, ensuring compliance with the Equality Act 2010.; • Clear career progression pathways have been established, ensuring opportunities for advancement for all employees, including those from disadvantaged groups.; • We conduct thorough risk assessments within our supply chain and implement robust measures to prevent modern slavery practices, aligning with the Modern Slavery Act 2015. Regular audits will ensure ongoing compliance.

  Wellbeing

  Mobilise recognises the benefits health and wellbeing in the workforce and how this is a key component of creating and maintain high performance team as well as creating a positive working environment. Mobilise are working towards the Mental Health at Work commitment ensuring 6 standards are upheld across our organisation and encourage similar working practices with customers and other suppliers. ; ; Mobilise aim to improve the mental and physical health of our employees, customers and other suppliers through:; *Co-design/creation of physical and mental health and wellbeing charter as part of our collaborative ways of working between Mobilise, Customer & external suppliers. ; *Co-delivery of ‘Lunch and Learn’ sessions about the importance of mental health and how to create a mental positive working environment. ; *Reinforcing the importance of sick days & time off for those with health issues and improve our company sick pay to support those with continuous health issues. ; *Enhancing our existing Perkbox offering (all colleagues have an account) to extend to their Well-being hub, which provides advice on wellbeing activities, such as yoga, financial well-being, and healthy lifestyles. ; *Investing in an employee assistance program to support colleagues who may have mental health, financial well-being or general well-being questions and require support. ; *Providing a program of Mental Health First Aid training for all colleagues who would like take part. ; *Investing in well-being initiatives – such as mental health days, volunteering days (emphasis on mental health and well-being organisations), and regular get togethers. ; *Utilising volunteering days and fundraisers to support the local community and encourage participation from customers, suppliers, and communities. ; *Providing additional advice to colleagues on working from home, healthy practices, and well-being packs. ; *Providing annual DSE assessments to all colleagues and provides the required equipment to allow all colleagues to ensure they are working in a comfortable and healthy environment.

Pricing

• Price: £400 to £1,850 a user a day
• Discount for educational organisations: Yes

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