Acorn Recruitment Ltd

Cloud Support

Our Service is a cutting-edge solution framework that integrates automation and artificial intelligence to revolutionise document and data operational processing. Solutions use Intelligent Automation and Artificial Intelligence (IA/AI) utilising REAVA™ (Retrieve, Extract, Analysis, Valid, Action) framework, customised to meet operational challenges.

Features

• Assessment/Cost Optimisation: Assessments, RoI models, Implementation/solution recommendation
• Design: Design personalised REAVA solutions - align goals and constraints.
• Build/Deploy: Agile development cycles for creation, customisation, deployment
• Security/Compliance: Solution assessments against security standards and compliance regulations.
• Migration Planning: Create comprehensive migration and change plans.
• Operate: End-to-end operational support for hosting or software services.
• 24/7 Monitoring/Incident Management: Managed Service - identify & resolve.
• Performance Optimisation: Performance monitoring and capacity planning.
• Patch Management and Updates: Managed Service and Vendor Management.
• Reporting/Analytics: Generate client regular/ad hoc reports and analytics dashboards.

Benefits

• Efficient assessments, BIC cost-saving strategies enhance overall operational efficiency.
• Detailed designs align with goals, maximize solution effectiveness.
• Agile development cycles ensure rapid deployment and improvement iterations.
• Rigorous assessments reduce risks, ensure compliance with security standards.
• Seamless transitions with comprehensive migration plans, minimal disruptions.
• Smooth operations with comprehensive end-to-end support, improved reliability.
• Proactive monitoring ensures stability, efficient incident resolution minimizes downtime.
• Performance monitoring, resource optimization ensure scalability, system reliability.
• Managed patching services maintain system integrity, reduce vulnerabilities.
• Regular analytics support informed decision-making, provide actionable insights.

£20.00 a user a month

• 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 Stephen.newman@acornpeople.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

975834152465956

Contact

Stephen Newman
+447810798186
Stephen.newman@acornpeople.com

Planning

• Planning service: Yes
• How the planning service works: We offer a range of services to assist buyers:; ; Strategy Development:; . Develop strategic plan - objectives, scope, timeline, budget; . Define KPIs and success metrics.; . Identify risks and mitigation strategies.; ; Business Analysis:; . Analyse business processes, objectives, challenges.; . Identify cloud opportunities.; . Comprehensive requirements gathering.; ; Solution Design:; . Develop design - cost analysis, ROI, business alignment.; . Design includes infrastructure, deployment models, data management strategies.; ; Security Architecture planning:; . Design to address cyber threats, unauthorised access.; . Define security controls, encryption, access policies.; . Ratify design against clients security policy.; ; Needs Assessment:; . Current IT infrastructure, business processes, objectives.; ; Cloud Platform/Software Selection:; . Evaluate providers solutions.; . Run selection process; . Build recommendation report - scalability, security, compliance, cost, performance.; ; Migration Planning:; . Develop plan - steps, timeline, mitigations.; . Identify dependencies, risks, challenges.; . Determine migration sequence.; ; Data Management Strategy planning:; . Develop strategy - integrity, availability, security.; . Data/access policies.; . Implement backup/recovery procedures.; ; Build:; Agile Implementation – build and configure.; Structure testing schedule.; ; Training and Change Management:; . Use and manage solutions.; . Develop change plan.; . Design/manage communications plan.; ; Continuous Improvement plan:; . Manage feedback process.; . Plan and update strategy and architecture.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • All RPA
  • Automation or AI hosting
  • Software services utilising our REAVA framework

Training

• Training service provided: Yes
• How the training service works: As a provider of cloud-based services, we also offer a range of cloud-based training to our clients for business, technical and operation people. The training is often specific to the solution and we provide a variety of training methods:; ; . Online Courses; . Virtual Instructor-Led Training (VILT); . Hands-On Labs and Workshops; . Certification Preparation Programs; . Specialised Training Tracks; . Customised Training Solutions; . Continuous Learning Resources; . Community Forums and Discussion Groups; . Partner Programs and Collaborations; ; We provide training for many topics relating to the services we provide, the more common topics are:; . Cloud Fundamentals - The Art of the Possible; . Cloud Architecture and Design; . Cloud Security; . Cloud Migration and Deployment; . Cloud Operations and Management; . Big Data and Analytics; . IoT (Internet of Things); . Specialised Topics specific to the solution deployed and Advanced Concepts
• Training is tied to specific services: Yes
• Services the training service works with:
  • Cloud Fundamentals - The Art of the Possible
  • Cloud Architecture and Design
  • Cloud Security
  • Cloud Migration and Deployment
  • Cloud Migration and Deployment
  • Cloud Operations and Management
  • Big Data and Analytics
  • IoT (Internet of Things)
  • Specialised Topics specific to the solution deployed and Advanced Concepts

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We offer buyers a range of migration services:; ; Initial Assessment:; . Conduct assessment of client's environments.; . Determine migration scope.; . Evaluate technical feasibility, complexity, risks.; ; Strategy Development:; . Develop strategy – business/technology alignment.; . Define migration approach.; . Define objectives, timelines, milestones.; ; Migration Planning:; . Develop detailed plan.; . Identify interdependencies, bottlenecks.; . Plan migration sequence.; ; Infrastructure Provisioning:; . Set up cloud infrastructure.; . Configure networking, storage, security.; . Implement automation tools/scripts.; ; Data Migration:; . Develop data migration strategy.; . Use migration tools/techniques.; . Data validation/testing.; ; Application Migration:; . Migrate applications/software components.; . Re-deploy applications in cloud infrastructure.; . Test migrated applications.; ; Testing and Validation:; . Comprehensive testing of migrated components.; . Functional, performance, compatibility testing .; . Address Issues.; ; Training and Knowledge Transfer:; . Deliver training/education programme.; . Best practise collaboration and guidelines.; ; Post-Migration Support:; . Full outsource solution.; . Solution manage service options.; . Monitoring and remediation service.; ; Documentation and Reporting:; . Documentation of migration, configurations, best practices.; . Develop and deliver reports.; ; These comprehensive and proven migration services ensure a smooth and successful transition. We aim to enable our clients to realise significant benefits in a low risk approach.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Azure
  • AWS

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We offer comprehensive quality assessment and performance testing services:; Define Testing Objectives; . Clearly defined objectives and goals.; . Align testing objectives with business requirements.; Develop Test Scenarios:; . Scenarios covering usage patterns, workload, performance.; . Include functional/non-functional aspects.; Set Up Testing Environment:; . Configure testing environment mirroring production.; . Provision resources/tools in Cloud.; ; Performance Testing:; . Conduct testing evaluating responsiveness, scalability, service efficiency.; . Use load testing tools.; . Analyse/Identify bottlenecks, resource constraints, optimisation areas.; ; Stress Testing:; . Stress test stability and resilience.; . Identify system breaking point, monitoring response increased stress.; . Identify failure points, scalability limits, single points of failure.; ; Scalability Testing:; . Evaluate scalability.; . Test horizontal and vertical scalability.; . Determine system's ability to scale up or down.; ; Reliability and Availability Testing:; . Assess reliability/availability by simulating failures, outages, recovery.; . Test failover mechanisms, redundancy configurations, DR.; . Measure service SLA’s.; ; Security Testing:; . Conduct security testing, identifying vulnerabilities/threats.; . Perform Penetration testing and audit.; . Remediate security issues/vulnerabilities.; ; Monitoring and Analysis:; . Monitor real-time performance.; . Collect, analyse, report on performance.; . Generate stakeholder reports.; ; Optimise and Iterate:; . Implement optimisation recommendations.; . Iterate testing process; . Incorporate stakeholder feedback - drive improvements.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Cyber Scheme
  • Other
• Other security testing certifications:
  • CESG
  • PCI DSS.

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: Our managed services team support a range of hosting and software services:; . Shared Hosting; . Virtual Private Server (VPS) Hosting; . Dedicated Server Hosting; . Cloud Hosting; . Infrastructure as a Service (IaaS); . Platform as a Service (PaaS) ; . Software as a Service (SaaS) ; . Database Management and Support; . Managed Software Services including CMS, CRM, ERP and Bespoke platforms; ; For these services, we offer a range of delivery services:; . Proactive Monitoring; . Regular Maintenance – routine tasks and back up; . Patch Management; . 24/7 Support; . Ticket and escalation management including Security breaches ; . Business continuity and Disaster recovery; . Scalability monitoring and design; . Enhancing Security; . Documentation maintenance; . Reporting and long term planning

Service scope

• Service constraints: Yes - We provide a 99.99% uptime with pre planned and critical ad-hoc maintenance periods. These are all provided against agreed SLA's with the client to ensure minimal impact to the daily operational activities.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response Times - General questions:; Normal Business Hours 2 Hours.; After hours/Weekends/Public Holidays 4 Hours.; ; Response Times - Service Delivery:; Severity Level Response Time Coverage Target Resolution; Severity Level 1 15 Minutes from notice. 7 days/wk Work continuously on workaround during normal business hours to correct Error.; Severity Level 2 1 Hour from notice. 7 days/wk Target of 3 business days to install a workaround.; Severity Level 3 1 business day from notice. 7 days/wk Target of 5 business days to install a workaround.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: We use Zoho Help desk and WhatsApp where assistive testing has already been carried out.
• Support levels: SLA Definitions for System Performance ; Severity Level 1: Emergency System cannot be used by Company to perform any material functions for which the System was intended.; Severity Level 2: Some Impact System is usable for majority of material functions, but some of material functions cannot be used by Company.; Severity Level 3: Limited Impact Error is not critical but is impeding work and can be circumvented or avoided on a temporary basis.; ; Response and Resolution times to System Service Performance:; ; Severity Level 1 - 15 Minutes from notice. Work on a workaround continuously during normal business hours to correct the Error until it is able to implement a workaround.; ; Severity Level 2 - 1 Hour from notice. Target of 3 business days to install a workaround.; ; Severity Level 3 - 1 business day from notice. Target of 5 business days to install a workaround. ; ; We provide bespoke service levels which are negotiated for the specific solution we provide, utilising the definitions above. ; ; For all solutions we provide a technical account manager together with access to our development team.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Blue Prism, UiPath, Automation Anywhere, Microsoft Power Automate

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• 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

  A key part of the selection of our selection of datacentre partners Microsoft and AWS was how their service provision would deliver against the Social Value themes outlined in PPN 06/20. They adhere to the key principles:; Implementing energy-efficient technologies in their data centres; Optimising resource utilisation to minimize energy consumption.; Implement reduced hardware requirements and energy-efficient operations.; Promote the use of renewable energy sources to power our infrastructure; Encourage clients to extend their green energy partnerships and investments in renewable energy projects.

  Covid-19 recovery

  Facilitate remote work and collaboration through cloud-based solutions like Teams; Reduce the need for physical office space, we work mostly virtual now; Minimum commuting or travelling to clients. We have customers across the UK, Ireland and North America where all business is conducted remotely.; We utilise services from our partners to ensure we can scalable and flexible IT infrastructure. They offer this to all their customers.; They both offer cost-effective cloud solutions that enable clients to adopt cloud services which allow their customers to rapidly adapt to changing market conditions.

  Tackling economic inequality

  Our partners provide affordable and accessible cloud services to organisations of all sizes, including small and medium enterprises (SMEs) and underserved communities, enabling them to leverage advanced IT capabilities without significant upfront investments.; They support economic development and job creation through cloud-based innovation and digital transformation initiatives, particularly in sectors such as renewable energy, sustainable agriculture, and healthcare.

  Equal opportunity

  Microsoft and AWS promote diversity and inclusion in the tech industry through partnerships, initiatives, and programs that support underrepresented groups in accessing and succeeding in cloud computing and related fields.; They offer a wide range of training opportunities to train and educate to any individual irrespective of background, to develop skills in cloud technology and pursue careers in the IT sector.

  Wellbeing

  Our partners our like our own company, we have excellent employee wellbeing programmes and enable remote work, flexible schedules, and work-life balance through cloud-based collaboration tools and virtual work environments.; Our partners support healthcare providers and researchers with secure and scalable cloud solutions for data storage, analysis, and collaboration, facilitating advancements in medical research and improving healthcare outcomes.; Our partners, like us, promote sustainable practices and environmental stewardship through energy-efficient operations, renewable energy investments, and initiatives that raise awareness about the intersection of climate change and human health.

Pricing

• Price: £20.00 a user a month
• 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 Stephen.newman@acornpeople.com. Tell them what format you need. It will help if you say what assistive technology you use.