NETbuilder Ltd

Software Factory Managed Service

NETbuilder's Software Factory Managed Service provides a spectrum of wold-class cloud infrastructure and application support services with dedicated solution experts for your service delivery solutions. You select the plan that adapts to your needs and we start running your operations for you in a month.

Features

  • 24x7 Service desk agents
  • 9x5 Named Service Delivery Manager
  • Self-service customer portal
  • 24x7 proactive monitoring and alerting of the entire stack
  • Infrastructure and application maintenance and troubleshooting
  • Flexible uptime SLAs with monthly SLA Packs
  • Ad-hoc or regular Service Review meetings
  • 9x5 Named Solution Account Manager, max 6 days per month
  • Architectural advise & go-live assistance

Benefits

  • Build a high-performing and scalable software delivery cloud infrastructure
  • Modernize, standardize, automate/scale the creation/release process of software
  • Outsource the management of your Go CD cloud infrastructure/application
  • Stop hiring hard-to-find cloud and solution experts
  • Stop wasting time and efforts on deployment and upgrade
  • Remove the burden of unpredictable end-user spikes and system failures
  • Free up your technical resources to build a better product
  • Concentrate on what matters most for your business
  • Reduce the TCO of your Go CD platform
  • Benefit from widely use platform accelerators

Pricing

£34650 per unit per 6 months

  • Education pricing available

Service documents

G-Cloud 9

958694731262067

NETbuilder Ltd

Matthew Bunyard

07557783793

matthew.bunyard@netbuilder.com

Planning

Planning
Planning service Yes
How the planning service works NETbuilder will mobilise a structured team with dedicated roles – with minimum a business analyst and a technical architect for planning purposes – to ensure each functional area of the release process is covered by at least one resource, and will size the number of technical resources to match the needs of the project requirements. All project work will take place using NETbuilder’s mature agile processes. This will be facilitated using standard techniques and agile ceremonies such as comprehensive sprint planning, retrospective, daily stand-ups etc. Regular show/tells will also ensure the stakeholders are engaged and aware of the overall progress. With regards to planning, NETbuilder will review and analyse all available baseline documentation and will hold a series of meetings/workshops with business and technical stakeholders to document the “as is” processes, applications, integration points and infrastructure systems. Continuously in sprint, NETbuilder’s architects will then work on defining the “to-be” state of the system, wrapped within an Infrastructure Design Document (technical specifications) for further approval and development into user stories by the business analyst. In parallel, our architects will also initiate the build of a Runbook, a set of procedures and operational instructions for system administrators to manage the system.
Planning service works with specific services No

Training

Training
Training service provided Yes
How the training service works Once the project has past initial mobilisation we ensure that continuous documentation and training deliverables are rolled out regularly across the duration of the project. Mentored support and multi layered business and technical training for BAU operations will be provided as part of our cloud services, which will include alongside ad-hoc demos and deliverable walkthrough workshops, basic and advanced development training courses and a system administration training course. A set of user documentation will also be provided to enable our customer to have the necessary knowledge to successfully on board new resources in life. Finally, once each environment or system component has reached the deployment phase, there are further training sessions planned to operationalise the internal working model to support their rollout. This exercise is underpinned by a full handover and support period to ensure that by the end of this phase, the solution capability has been successfully embedded, and our customers can utilise this with minimal support.
Training is tied to specific services No

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works NETbuilder follows a strict multi-phase project life-cycle when supporting its customers to migrate to the cloud or move from different cloud providers in order to ensure existing services stay up and running with minimum downtime during the process and the new solution is fully adopted within customer estate. The transition happens in three phases: (1) the early bird phase with a plan to setup the new infrastructure or service whilst new features get frozen on the existing system to let space for supporting live events and issues only, (2) a cutting edge transition phase with a plan to slowly roll-out the new system and migrate the user base, using hybrid deployment approaches between the blue green and canary models to reduce any downtime, and (3) the decommissioning phase with a plan to smoothly end the service of the previous system. We support the phasing with activities such as project setup, planning, analysis of requirements and goals, completion of architectural design, completion of Product Backlog, development and code review, continuous QA, integration testing, system optimisation, continuous UAT, bug fixing, system review / sign-off, completion of Runbook, live deployment, delivery of business and technical training, handover, validation of programme KPIs and goals.
Setup or migration service is for specific cloud services No

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 NETbuilder will mobilise a structured team with dedicated roles – with minimum a QA tester and an automation tester for quality assurance and depending on project needs to ensure each functional area of the release process is covered by at least one resource, and we size the number of technical resources to match the needs of the project requirements. The QA testers will be responsible for writing and running acceptance tests during development to support the developers’ workload and running manual tests against system environments to ensure functionality and quality are delivered as per requirements, as well as reporting any bugs encounter and track the resolution route. The Automation testers will be responsible for defining acceptance criteria, setting up an automated acceptance test framework and maintaining the test suite for regression testing, as well as enforcing automated testing practices within the team and the customer estate. All project work will take place using NETbuilder’s mature agile processes that include a gateway for quality assurance before any package of work is delivered to the customer for user acceptance testing (UAT). Customers can shadow our testers to continuously embed engineering practices and capabilities within their organization over the course of the project.

Security testing

Security testing
Security testing service Yes
Security testing type
  • Penetration testing
  • IT Health Checks
Accredited security testers No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works NETbuilder provides on-going infrastructure and application support during the length of the engagement and after the launch of the infrastructure and/or system components, to aid with the transition of service to the customer. The terms of post-live support must be agreed prior to the start of the project.

Service scope

Service scope
Service constraints No constraints.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times NBD can provide prioritised, toll-free support services for the Managed Services, to be accessed by Customer’s Technical Support Contacts 24 hours a day, 7 days a week according to the Response Times described below. Priority 1: CRITICAL – 30 minutes Priority 2: URGENT – 2 hours Priority 3: IMPORTANT – 4 hours Priority 4: MINOR – 1 business day
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels NETbuilder’s Standard support level includes 1st and 2nd lines for infrastructure hosting, maintenance and support from our experts and service desk agents. Our Standard offering ensures that the customer’s deployment is successful and operational and that agents support is provided during business hours while providing significant autonomy for the customer in daily application and business operations. Standard cost starts at £2,500 per month. NETbuilder’s Production support level provides everything describes in the Standard offering apart that (1) Agents support is provided 24 hours a day, 7 days a week, 365 days a year and (2) Service Review meetings are regular instead of ad-hoc. Production cost starts at £5,000 per month. NETbuilder’s Enterprise support level provides everything describes in the Production offering plus, in addition, entitles the customer to a dedicated Solution Account Manager (SAM) responsible for 3rd line support with application monitoring, troubleshooting and maintenance, mentored coaching, architectural and go-live assistance. Our Enterprise offering is a premium full-service package aiming to empower business and development teams while keeping IT as a trusted advisor. Enterprise cost starts at £15,000 per month.

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Pricing

Pricing
Price £34650 per unit per 6 months
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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