Zaizi Limited

Cloud Application Support

Application support for services developed in Open Source / Java (e.g Activiti, Camunda, MongoDB, Kafka, Docker, Kubernetes, NIFI, Keycloak, NodeJS) and COTS (e.g Alfresco, Drupal, Crafter, Talend, Ephesoft). Public cloud platform support (AWS, Azure), standard and customised SLA’s, using DevOps/DevSecOps approach. Standard 2nd & 3rd line support, optional 1st line.

Features

  • 24 x 7 support of critical business applications
  • Open Source (i.e Kafka, Kubernetes, NiFi, Keycloak, NodeJS, Angular4, Spring)
  • Support for Alfresco / Activiti, Drupal, Ephesoft, Talend, Crafter CMS
  • Support for applications developed with Micro-Services architecture
  • Support on all major cloud services, AWS, Azure, UKCloud
  • Full phone, online and email support services
  • Full second and third line support, optional 1st line support
  • OFFICIAL SENSITIVE data by default, option for higher security levels
  • DevOps / DevSecOps model for continuous integration, continuous delivery
  • SC and DV staff available and customised SLA's

Benefits

  • Reduces staff / support requirements allowing focus on business goals
  • Greater reliability though 24 x 7 support
  • secure / compliant service delivery for risk mitigation and assurance
  • Scalable service scope to fit with different business requirements
  • DevOps / DevSecOps model enables rapid enhancements and releases
  • Comprehensive support for open source applications and services
  • Option to include continual service improvement and enhancement
  • Broad support for Micro-Services architected services

Pricing

£1000 per instance per month

Service documents

G-Cloud 11

405031819965684

Zaizi Limited

Andrew Hawkins

0203 582 8330

sales@zaizi.com

Planning

Planning
Planning service Yes
How the planning service works As part of on boarding a service into our support organisation we will prepare a full on boarding and implementation plan as well as agree the SLA for service delivery.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Amazon Web Services
  • UK Cloud
  • Azure
  • Alfresco
  • Talend
  • Crafter CMS
  • Drupal
  • Ephesoft
  • Activiti BPM
  • Camunda BPM

Training

Training
Training service provided Yes
How the training service works Training on all out supported platforms can be provided at additional cost(T&M)
Training is tied to specific services Yes
Services the training service works with
  • Amazon Web Services
  • Alfresco
  • Talend
  • Mulesoft
  • Ephesoft
  • CrafterCMS
  • Activiti BPM

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Our Cloud Application support service enables organisations to implement cloud solutions developed in Open Source technologies / Java and COTS packages including Alfresco, Drupal, Crafter, Talend and Ephesoft without having to face the worry of second and third line operational support. Zaizi provide the support for the supported technologies and service and enable the buying organisation to focus on the users, business benefits and business intelligence.
Setup or migration service is for specific cloud services Yes
List of supported services
  • Amazon Web Services
  • Azure
  • Talend
  • Drupal
  • Alfresco
  • CrafterCMS
  • UK Cloud
  • Ephesoft
  • Activiti BPM
  • Camunda BPM

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works The support team aid clients in Quality Assurance and Performance Testing if a fix or change request has been applied to the application or the production service. Depending on the fixes or changes made, if there is any probability of any impact on performance or functionality, the team will run testing scripts to ensure all the services are performing as expected before going live.

Security testing

Security testing
Security services Yes
Security services type
  • Security design
  • Security incident management
  • Other
Other security services
  • Security Design
  • Security Automation

Ongoing support

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 Support cloud applications developed in Open Source technologies / Java and COTS packages including Alfresco, Drupal, Crafter, Talend and Ephesoft. We support the application platforms on AWS, Azure and UKCloud

Service scope

Service scope
Service constraints Our Application Support Service is restricted to Open Source technologies / Java and COTS packages including Alfresco, Drupal, Crafter, Talend and Ephesoft and public cloud platforms (AWS, Azure etc)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Typically, Zaizi provides two models:

- Core business hours 08:30 - 18:00
- Extended business hours for wider coverage for reasonable endeavours outside of standard business hours for routine maintenance and P1 coverage.

24/7 services are available.
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 No
Support levels Zaizi propose a ‘DevSecOps’ service to support live service capabilities in a GDS aligned, streamlined and simpler way, with the right level of service governance and best practice.

Zaizi offer the following support service supporting the application, platform and infrastructure as required

• Zaizi Service Desk (providing 1st Level support services; handle user queries, service requests and fault reporting and to handle Incident Management response and resolution processes proportionate to agreed definitions of priority and severity (aligned with agreed SLAs),

• A 24x7 automated Event Handling Service handling security related events during non-core hours,

• A Core Hours DevSecOps Function (providing capability covering the existing 2nd and 3rd level support supplemented with 24x7 ‘on call’ DevSecOps engineer(s) capability.

• An agile live service sprint Dev, QA and Web Operations Support capability to deliver continual delivery of functionality enhancement (Change Management), roadmap improvement and defect resolution.

Please refer to the pricing and service definition documents to see more information on cost and team composition.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Amazon Web Services, Alfresco, Talend, Ephesoft,

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £1000 per instance per month
Discount for educational organisations No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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