ZAIZI LTD
Sustaining Support Service
Zaizi provides a comprehensive AWS public cloud platform, designed for high-availability software environments requiring automatic scaling, rapid deployment, and DevOps capabilities. Our platform is carefully configured and overseen to leverage all essential AWS components, backed by Zaizi's round-the-clock service (24x7) delivery processes and tools, ensuring seamless support and reliability.
Features
- Cloud best practice and industry standards
- Build, test, package, deploy and support platform services
- ITIL based Incident, Change, Service Request and Release Management
Benefits
- 24 x 7 platform support
- High availability of platforms
Pricing
£450 to £1,600 a unit
Service documents
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Framework
G-Cloud 14
Service ID
9 0 8 0 4 4 4 1 5 5 7 1 2 1 6
Contact
ZAIZI LTD
Andrew Hawkins
Telephone: 0203 582 8330
Email: sales@zaizi.com
Planning
- Planning service
- Yes
- How the planning service works
- Our consultants bring extensive knowledge of Agile and GDS ways of working. We have conducted similar work across many public and private organisations. We will run workshops with you to establish / review your roadmap. We'll break the roadmap down into 3 month missions, each with a goal and empower teams to deliver
- Planning service works with specific services
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Our cloud, application and service experts, with accreditations for the major cloud platforms, will conduct a thorough assessment as part of the Discovery process. This ensures a dovetail between our service and the client teams and service processes and that risks are identified, logged and mitigated. We will produce a full on-boarding plan and documentation of our service offering prior to go live. With Game Days used to test and develop the service capability before launch
- 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
- We provide a comprehensive range of quality assurance and performance testing components to our core support service offerings. The precise design is confirmed during Discovery and the on-boarding process and managed as part of our overall Service Management wrapper
Security testing
- Security services
- Yes
- Security services type
-
- Security design
- Security incident management
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
- We support services on AWS, Azure and Google Cloud . We will support bespoke applications subject to a full code and architectural assessment.
Service scope
- Service constraints
- We conduct an initial evaluation of all third party applications requiring support that will either result in a proposal for the service or a clear statement that we won't be able to support the service
User support
- Email or online ticketing support
- Yes, at extra cost
- Support response times
- Response times are tailored to client specific SLAs
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- No
- Web chat support
- No
- Support levels
-
Zaizi offers Level 2 and Level 3 support services supporting the application, platform and infrastructure as required. We operate under an ITIL v3 support model as well as a DevOps model incorporating a Continual Improvement (CI) and automated testing approach.
Support is offered for:
Core Business Hours 8:00 – 18:00
Extended Business hours (not weekends and Bank Holidays)
24/7 Support Via UK Support desk
Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times, the table below provides the typical response times offered.
P1: Response 1hr, target resolution 4hrs
P2: Response 2hr, target resolution 24hrs
P3: Response 4hrs, target 5 business days
Manually responded by Support-Engineer (as agreed commercially, typically following the below schedule):
P1 - respond within 1hrs - fix within 2hrs - updates hourly
P2 - respond within 2hrs - fix within 4hrs - updates every 4hrs
P3 - respond within 6hrs - fix within 1 business-day
P4 - respond within 1 business-day - fix within 2 business day(s)
P5 - response as agreed by Backlog owner - fixed within next planned release
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
- The British Assessment Bureau
- ISO/IEC 27001 accreditation date
- 25th August 2022
- What the ISO/IEC 27001 doesn’t cover
- NA
- 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
- Tackling economic inequality
- Equal opportunity
Tackling economic inequality
Zaizi is committed to tackling Economic Inequality through our core purpose to realise the potential of our staff, customers, and fellow citizens:
We contribute to the levelling up agenda through our hybrid working policy with hubs in London, Bristol, Manchester, Sheffield, and Newcastle.
We’ve partnered with the Future Frontiers Programme for our staff to mentor school students from deprived areas.
Signatories to the Armed Forces Covenant, we recruit ex-forces colleagues with DV clearance and train them in digital capability. We provide Reservists full pay when they are on training.
Our full-time Organisational Coach, works with our staff to create a mind-set for positive change, enabling all to achieve their goals and thrive at work.
Furthermore, we’ve created a multi-stream approach to recruitment and retention. Board level KPIs measure our impact across multiple facets including reach. This ensures we can resource projects to support the Levelling Up agenda, actively recruiting across the UK.
We actively encourage and support those from economically disadvantaged areas and agree KPI’s with our G-Cloud clients for target inclusion rates.
We work with our apprenticeship providers Founders & Coders & Makers Academy to source candidates from diverse backgrounds. To date we’ve onboarded 12 apprentices including refugees, return to work mums and career changers such as primary school teachers.
We recruit nationally in the UK, enabling people to work from anywhere in the UK, enabling remote working as an opportunity to tap into areas traditionally less digitally aware using a variety of techniques to engage in different ways.
We use projects to help us upskill apprenticeships, graduates and people looking to change careers. For example, one client contract has enabled us to on-board and train over 15 apprentices, graduates and junior staff.Equal opportunity
An ethnic minority owned business, our purpose is to realise the potential of our staff, customers, and fellow citizens through equal opportunity. Through the provision of our G-cloud services continually expand our commitment. Example measures include:
37% of our workforce are women (industry average is 26%). Target 50% by 2027.
48.5% of the workforce identify as non-White (industry average is 15.2%).
Board level KPIs measure our impact across multiple facets, such as gender, age, ethnicity, religion, gender / sexual orientation, maternity / paternity, and reach.
We actively encourage and support Women, BAME and those from economically disadvantaged groups, agreeing targets with G-cloud clients.
All our job adverts carry the following description: “Studies show that women and Black, Asian and minority ethnic people are less likely to apply for a job unless they meet every qualification. So, if you’re excited about this role but your experience doesn’t align perfectly with the job description, we’d love you to still apply. You might just be the perfect person for this role, or another role here at Zaizi.” We ensure we post all jobs on women only job boards as well as other forums.
We work with our apprenticeship providers to source candidates from diverse backgrounds, including refugees, return to work mums and career changers such as primary school teachers.
We offer flexible and part-time work to enable working mums to pursue a career with us and publish pay bands for all vacancies that we advertise for transparency, ensuring we do not disproportionately negatively impact those from under-represented groups in our industry.
We are disability confident committed and aim to become a disability confident employer, making necessary adjustments for people with physical and mental disabilities.
We have women in our board, management and senior roles providing role models for others and attracting more women.
Pricing
- Price
- £450 to £1,600 a unit
- Discount for educational organisations
- No
Service documents
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 sales@zaizi.com.
Tell them what format you need. It will help if you say what assistive technology you use.