OTTRA LTD

OTTRA Upgrade Service for GitLab

This service provides updates to a customer's self hosted instance of GitLab so that the customer does not need to do it themselves. The GitLab instance remains in the control of the end user, OTTRA engineers simply upgrade the service on a monthly basis.

Features

• Monthly upgrades to the latest GitLab version,
• Zero downtime upgrades available
• Monthly update emails about upcoming release details
• Post upgrade support

Benefits

• Reduce time taken managing GitLab
• Keep to the latest version to use the latest functions
• Keep to the latest version to remove vulnerabilities
• Provide a good developer expereince for users.

£2,002 a unit a month

• 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 matt@ottra.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

977045279677513

Contact

Matthew Drury
+447340665197
matt@ottra.io

Planning

• Planning service: Yes
• How the planning service works: Our enablement services including implementation planning, solution design and architecture review help our customers start their GitLab journey the right way, avoiding costly mistakes and delayed rollouts.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • GitLab Ultimate
  • GitLab Premium
  • GitLab Premium

Training

• Training service provided: Yes
• How the training service works: We provide training for:; - GitLab basics for new GitLab users (quick start); - GitLab advance training for customers that are familiar with GitLab; - Ad Hoc training for any specific GitLab training needed
• Training is tied to specific services: Yes
• Services the training service works with:
  • GitLab Ultimate
  • GitLab Premium
  • GitLab

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our experts provide guidance with migration planning, execution and post-migration testing. We can help manage parts or all of the migration project to help migrate our clients from their existing setup onto the new.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • GitLab Ultimate
  • GitLab Premium
  • GitLab

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We use the performance testing via tools provided by GitLab. In addition, we perform QA testing as a part of the migration project, with test planning and execution provided in collaboration with the client i.e. UAT

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: With software services for GitLab, we can provide optional additional support for the GitLab application on top of the support already provided by GitLab to all of their customers; ; With the hosting support, we provide application support for the GitLab application including upgrades, patching and runner fleet management

Service scope

• Service constraints: Cloud hosting limited to AWS and GCP ; Requires GitLab Reference Architecture verified by OTTRA

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: - Urgent (Sev 1) = 2 business hours, Hourly updates until resolution, 24x7x365; - High (Sev 2) = 6 business hours, 12 business hours, 08:00 - 18:00 (GMT) Monday to Friday; - Moderate (Sev 3) = 12 business hours, 24 business hours, 08:00 - 18:00 (GMT) Monday to Friday; - Low (Sev4) = 24 business hours, Weekly, 08:00 - 18:00 (GMT) Monday to Friday
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: No
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Our web chat service is built into our existing support application, Zendesk and accessibility testing is done by the tool provider itself.
• Support levels: We provide, 1st, 2nd and 3rd line support to our customers as an additional costed service.; We can also provide a technical account manager for GitLab and a Customer Success Manager/ Account Manager for the entire customer journey.; We provide, 1st, 2nd and 3rd line support to our customers as an additional costed service.; We can also provide a technical account manager for GitLab and a Customer Success Manager/ Account Manager for the entire customer journey.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: GitLab

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Dataguard
• ISO/IEC 27001 accreditation date: 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 05/2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: NA
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Almost any initiative that government will work on will have a digital component. We help organisations creating digital products to produce those faster. Therefore any government initiative will be action quicker by employing our services.

  Wellbeing

  Implementing GitLab well provides a better experience for those in the development community as well has helping them achieve productivity levels that are sustainable. This ensures that developers can achieve the work that is required without burning out.

Pricing

• Price: £2,002 a unit a month
• Discount for educational organisations: Yes

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 matt@ottra.io. Tell them what format you need. It will help if you say what assistive technology you use.