Redweb Ltd

Infrastructure management & support

Redweb provides infrastructure management and support to compliment your cloud hosted website. For existing servers or if you need help to build, configure, harden and deploy AWS, Azure and iomart CloudSure servers. The managed service offers monitoring, operating system patching, security assurance, performance optimisation and capacity management.

Features

  • Fully managed service includes patching and updates
  • Full stack service from web application to host
  • Supplier neutral – AWS, Azure and cloud support
  • Load testing and security management services
  • Capacity planning and management
  • Vendor certified and security cleared staff
  • Advanced service monitoring
  • Consultancy, penetration testing and application security testing available
  • 24/7 Support available
  • Linux, Windows administrators

Benefits

  • Experienced engineers to provide consultancy for your solution
  • Providing onboarding and deployment services
  • Security assurance (ISO27001:2013)
  • Single point of contact for service management
  • Support for platform integrations
  • Best practice guidelines based on NCSC standards
  • Dedicated UK based service desk and support team
  • Support via telephone, email and online portal
  • Flexible service offerings to meet your requirements and budget
  • Flexible SLAs to meet your needs

Pricing

£30 per virtual machine per month

Service documents

Framework

G-Cloud 11

Service ID

7 3 6 4 2 8 7 9 2 6 2 0 8 5 5

Contact

Redweb Ltd

Ann-Marie Reacord

01202 779944

government@redweb.com

Planning

Planning service
Yes
How the planning service works
Our aim is to get up to speed with your existing website, intranet and technical infrastructure quickly whilst ensuring we are diligent in review. This is essential in ensuring any transfer of development responsibility is completed without risk. Such onboarding requirements are achieved through hard work, experience and auditing.

Once up to speed with the current site our team of experts will be able to recommend the most suitable architecture and security options.

Activities will include finalising plans for handover of any existing assets, as well as communication plans with both your project delivery team and in-house development team. Considerations will also need to be made for environments, shared workspace and definition of source control etc. and handling and planning for these elements will form a key part of our discussions.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Drupal
  • Sitecore
  • Umbraco
  • WordPress
  • EPiServer
  • Magento
  • AWS
  • Azure

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Redweb can perform migrate from your current website hosting infrastructure to the new cloud-based infrastructure. The aim of this is to ensure a smooth transfer of the site from the old to the new environment with minimal disruption. The process requires:

• Planning the migration and deployment process, based on your requirements and any constraints that need to be catered for
• Commissioning the new servers and other elements of the required hosting infrastructure
• Building the new hosting environment
• Deploying and regression testing your website and CMS in the new hosting environment
• Security testing of the website and the hosting platform and managing any issues resulting from this
• Supporting User Acceptance Testing of the site in the new environment
• Managing and supporting the live switch-over to the site in the new environment
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Drupal
  • Sitecore
  • Umbraco
  • WordPress
  • EPiServer
  • Magento
  • AWS
  • Azure

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Our QA, process ensures the solution satisfies your requirements/expectations. The system is subjected to extreme and unusual circumstances. To achieve this, Redweb utilise Jira and Zephyr to help organise and track testing effort. These are used as a repository for test scripts, results and defect management.
Selenium,Mabl,Applieye tools and Postman help to provide fast feedback,identifying issues & quickly on deployments.

In addition to testing functional requirements,the following non-functional tests will be performed:
- Load/Performance – We identify key journeys using specialist tools,run tests that mimic every-day and heavy use.Analyse the results,providing a report which shows you how specific areas of your site are performing,suggesting improvements that can be made.

- Security – We provide a web application security test against the OWASP top 10 security vulnerabilities. We use a combination of manual checks and automated scanning tools to ensure there aren’t any high-risk security vulnerabilities.

- Accessibility – We build and test to WCAG ‘A’ standards. We use manual tests supported by automated scans to ensure the standards are reached.

- Integration testing – Ensuring the system integrates with other systems.
The solution will then be progressed to UAT for testing where you will have opportunity to feedback.

Security testing

Security services
No

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
The service offers: monitoring, operating system patching, security assurance, performance optimisation, capacity management, automated deployments.

Service scope

Service constraints
Redweb can provide limited support for 3rd party hosted solutions depending on the level of access provided.

Out-of-hours support available by email for priority 1 issues only .

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1
Initial contact - In-hours – 5 minutes. Out-of-hours – 15 minutes.
Response Time - In-hours – 5 minutes. Then ongoing regular communication.
Target Resolution Time - In-hours – 60 minutes. Out-of-hours – 120 minutes.

Priority 2
Initial contact – 10 minutes.
Response Time - In-hours – 10 minutes. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 7 hours. Out-of-hours – N/A.

Priority 3
Initial contact – 1 hour.
Response Time - In-hours – 7 hours. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 35 hours. Out-of-hours – N/A.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Technical Operations Engineers providing the following support options:

Infrastructure standard support @ £30 per VM pm, available Mon-Fri, 8am-6pm, and covers:
• uptime/URL monitoring
• operating system patching
• security assurance

Infrastructure standard 24/7 support @ £50 per VM pm, available 24/7, and covers:
• uptime/URL monitoring
• operating system patching
• security assurance

Infrastructure premium support from £75 per VM pm, available 24/7, and can cover:
• uptime/URL monitoring
• operating system patching
• security assurance
• hardware/software monitoring and trend analysis
• performance optimisation
• capacity management
• automated deployments

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Price
£30 per virtual machine per month
Discount for educational organisations
No

Service documents

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