GENERATIVE AI
G-CLOUD 14
SERVICE DEFINITION DOCUMENT
Author Created Version Changes
J. C & R. G. 01/05/2024 1.0 Created
Table of Contents
Table of Contents ....................................................................................................... 2
Service Description .................................................................................................... 4
Hosting Infrastructure ................................................................................................. 6
Disaster Recovery ................................................................................................... 7
Onboarding ................................................................................................................ 9
Offboarding .............................................................................................................. 11
Access to Data ...................................................................................................... 12
Support and Maintenance ........................................................................................ 13
Security .................................................................................................................... 14
Personnel Security ................................................................................................ 14
Information Security .............................................................................................. 14
Physical Security................................................................................................... 14
Training .................................................................................................................... 15
Ordering and Invoicing Process ............................................................................... 17
Customer Responsibilities ........................................................................................ 18
Technical Requirements........................................................................................... 19
About Go Reply ........................................................................................................ 21
About Reply.............................................................................................................. 22
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Service Description
Go Reply, as one of the first Google Premier Partners to work on Generative AI and
as Trusted Testers for Google’s Gen AI products, bring deep expertise and proven
success to help you leverage these cutting-edge technologies responsibly and
effectively. Our solutions focus on addressing your specific pain points and
empowering your organisation with tailored Generative AI applications.
Our unique approach includes:
• Understanding the science: We demystify Generative AI and help you
identify the most suitable tools for your specific goals.
• Data-first strategy: We build our Generative AI applications on a solid data
foundation to ensure reliable and accurate AI outcomes.
• Safe & scalable implementation: We start with pilot projects and scale
responsibly, ensuring control and minimising risk.
• Organisational assessment: We evaluate your readiness (both technical
and cultural) and forecast the true ROI of a Generative AI solution.
Service Features
• Self-serve analytics: Go Reply can create Generative AI solutions to
empower users to gain insights independently through AI-powered data
analysis tools.
• Contract Analytics AI: Streamline contract review and analysis, extracting
key information and identifying potential risks.
• Enterprise search: Enable fast, accurate, and comprehensive search across
your organisation’s data stores.
• Next-gen chatbots: Provide intelligent, personalised customer support
experiences with advanced natural language processing.
• Creative assistance: Unlock creative potential with AI-powered tools for
content generation, idea development, and design.
Service Benefits
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• Data-driven insights: Uncover patterns and trends within large datasets that
support informed decision-making.
• Operational efficiency: Automate tasks, optimise workflows, and reduce
time-consuming manual processes.
• Enhanced customer experience: Provide personalised support, deliver
faster resolutions, and increase customer satisfaction.
• Accelerated innovation: Facilitate idea generation, prototyping, and
experimentation with Generative AI tools.
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Hosting Infrastructure
Our solutions are hosted on Google Cloud Platform (GCP) cloud infrastructure,
known for its reliability, scalability, and comprehensive security. This provides a
resilient environment for deploying, managing, and scaling applications with ease
and efficiency. Here are the key aspects of our hosting infrastructure:
• Cloud-Based Hosting on GCP: Our solutions utilise GCP's cloud services,
ensuring high availability, fault tolerance, and global reach. This enables your
applications to leverage the full spectrum of GCP capabilities, including
compute, storage, and database services, all optimized for high performance
and reliability.
• Scalability Options: Our solutions are inherently scalable, designed to adjust
resource allocation dynamically in response to changing demand. This
ensures optimal performance and cost-efficiency, with the ability to scale up
or down automatically without requiring manual intervention.
• Multi-Region Deployment: We offer the flexibility to deploy your applications
in over 40 GCP regions across the globe, with over 120 zones. This not only
enhances application performance by reducing latency but also increases
resilience through geographical diversification, ensuring your services remain
uninterrupted and accessible even in the face of regional disruptions.
• Compliance and Data Residency: Our solutions provide options to host your
systems and data in specific regions to comply with local regulations and data
residency requirements, such as GDPR in Europe. This ensures that your
data is stored and processed in accordance with legal requirements.
• Security-First Architecture: Projects in GCP take advantage of the same
zero trust and least privilege security model that Google use to keeps its
customers safe on other Google services. Our solutions are designed with a
security-first approach, incorporating multiple layers of security measures,
including network firewalls, encryption, access controls, and continuous
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monitoring, to protect your data and applications from threats and
vulnerabilities.
• Backup and Disaster Recovery: Ensuring business continuity, our solutions
include robust backup solutions and disaster recovery strategies. This
minimises data loss and downtime, providing peace of mind that your critical
applications and data are safeguarded against unexpected incidents.
• Integrated Development and Deployment Tools: GCP supports integrated
development and operational tools, facilitating continuous integration and
continuous deployment (CI/CD) practices. This enables streamlined workflows
for code deployment, automated testing, and efficient release management.
Disaster Recovery
Our solutions include a comprehensive backup and disaster recovery (DR) strategy,
centred on minimising data loss and downtime while maximising reliability and
business continuity. The key provisions of our backup disaster recovery strategy
include:
• Highly Available Architecture: Our service is built on GCP’s highly available
infrastructure that spans multiple zones within a region. This design ensures
that, in the event of a zonal failure, the system can automatically failover to
the remaining operational zones, thereby maintaining service availability and
access.
• Data Replication: Several GCP services implement real-time data replication
across geographically dispersed regions and zones. This ensures that your
data is consistently backed up and can be quickly restored to the most recent
state in case of a disaster, reducing the risk of data loss.
• Automated Backups: Go Reply set-up regular, automated backups of your
data and applications. These backups are encrypted and stored in multiple
secure locations, ensuring they can be rapidly retrieved and restored.
• Rapid Recovery: Our DR plan is designed for rapid recovery, with clearly
defined Recovery Time Objectives (RTO) and Recovery Point Objectives
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(RPO) that align with the criticality of your applications. This ensures that key
systems can be quickly restored to full functionality with minimal data loss,
adhering to your business’ continuity requirements.
• Testing and Documentation: Regular DR testing is conducted to ensure our
recovery procedures are effective and can be executed as planned.
Comprehensive documentation is maintained, detailing the DR strategy,
procedures, roles, and responsibilities, ensuring clarity and preparedness
among all stakeholders.
• Compliance and Standards: Our DR provisions are in strict compliance with
industry standards and best practices, ensuring alignment with regulatory
requirements and your business expectations. This compliance is regularly
reviewed and updated to reflect the evolving landscape of threats and
technological advancements.
• Customisable DR Options: We recognise that different applications may
have varying levels of criticality, we offer customisable DR solutions tailored to
the specific needs and risk profiles of your business.
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Onboarding
1. Establish Terms of Reference:
• Conduct initial meetings with key stakeholders to define the scope, objectives,
and expectations of the project.
• Document the agreed-upon terms of reference
• Clarify roles and responsibilities to ensure alignment and accountability
throughout the project.
2. Create a Project Charter:
• Develop a project charter document that outlines the project's purpose,
scope, objectives, assumptions, and constraints.
• Include details such as project stakeholders, governance structure etc
• Obtain sign-off from the client to formalise agreement on the project's scope
and objectives.
3. Create a Stakeholder Plan:
• Identify and prioritise project stakeholders based on their level of influence,
interest, and involvement in the project.
• Develop a stakeholder engagement plan outlining communication strategies,
frequency of updates, and preferred channels of communication for each
stakeholder group.
• Establish mechanisms for gathering feedback, addressing concerns, and
managing expectations throughout the project lifecycle.
4. Create a Project Plan with Milestones and Deliverables:
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• Collaborate with the client to define project milestones, deliverables, and
timelines based on the agreed-upon scope and objectives.
• Develop a detailed project plan that breaks down tasks, dependencies, and
resource requirements for each phase of the project.
5. Kick-off Meeting:
• Host a kick-off meeting with key stakeholders from both the consultancy team
and the client organisation.
• Present the project charter, stakeholder plan, and project plan to
stakeholders, providing an overview of the project's objectives, scope, and
timelines.
• Clarify roles and responsibilities, communication protocols, and escalation
procedures to ensure everyone is aligned on expectations and project
governance.
• Use the kick-off meeting as an opportunity to foster collaboration, build
rapport, and establish a shared understanding of project goals and success
criteria.
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Offboarding
1. Project Retrospective:
• Conduct a project retrospective meeting with internal and external
stakeholders to reflect on the project's successes, challenges, and lessons
learned.
• Facilitate open and constructive discussions to gather feedback on what went
well and areas for improvement.
• Document actionable insights and recommendations for future projects,
highlighting best practices and areas for process refinement.
2. Project Documentation:
• Compile and organise all project documentation, including project charters,
stakeholder plans, project plans, meeting minutes, and technical
documentation.
• Ensure that documentation is complete, accurate, and easily accessible for
future reference by both the consultancy team and the client.
• Archive project documentation in a central repository or knowledge
management system for future use and reference.
3. Confirmation of Deliverables:
• Review and validate all project deliverables against the agreed-upon scope
and acceptance criteria.
• Obtain confirmation from the client that all deliverables have been received,
reviewed, and accepted according to the project's requirements.
4. Final Report/Playback:
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• Prepare a final report or playback session to present the project's outcomes,
achievements, and key learnings to stakeholders.
• Use the final report or playback session as an opportunity to celebrate
successes and any confirmed next steps.
Access to Data
Throughout the offboarding journey, we take proactive measures to ensure that
clients have complete ownership of their data. We provide comprehensive
documentation outlining the location, format, and access procedures for client data,
ensuring that relevant stakeholders have the necessary information to access and
utilise the data effectively.
Our team remains available to provide ongoing support and assistance to client
personnel throughout the offboarding journey, addressing any queries or concerns
related to data access and ensuring a smooth transition of ownership and
responsibility.
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Support and Maintenance
Go Reply offer a range of flexible support and maintenance services designed to be
tailored to your specific needs.
Core Elements of Our Support
• Business hours or extended support hours
• Infrastructure monitoring
• Dedicated Technical Account Manager
• Service reviews
• Service desk tooling, knowledge base, SOPs, runbooks
Additional Support Options
• Application monitoring
• Customer dashboards
• Infrastructure cost control, monitoring, and optimisation
• Account strategy reviews
• Enhanced security and governance
• Various levels of training options
We work closely alongside your team to understand specific requirements and
create a support solution tailored to your business need.
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Security
Personnel Security
As a Specialist Cloud Service, the capability being offered is not limited to specific
Impact levels (as it is not infrastructure, software or a platform) and can be used,
subject to personal Security Clearance levels.
Reply consultants are mostly Security Cleared (SC), some have higher-level
Developed Vetting (DV) clearances. We also have a pool of NPPV3 Consultants for
Policing work. The majority of our work for both public and private sector clients is at
IL2 but we work in the Official, Secret and Top-Secret domains.
Our hard and soft information security processes have been designed and approved
by independent CESG CLAS accredited consultants.
Information Security
We are ISO27001, Cyber Essentials certified and our Quality Assurance processes
are based upon and compliant with our ISO 9001 accreditation. Our Information
Security processes are directly guided by our ISO27001 accreditation. We shall
adhere to local information and other security policies and will apply local Security
Operating Procedures (SyOPs) as may exist. If such do not exist we shall apply our
own SyOPs.
Physical Security
The Main Reply Office (London, UK) is a Police Accredited Secure Facility (PASF)
with access controls for each point of entry. All Laptops/Phones must be stored
securely overnight. When working on a client-site our consultants adhere to client
security policies.
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Training
We offer flexible training options to tailor experiences based on your specific needs,
resources, and goals.
1. Comprehensive Training:
• This option ensures that both technical and non-technical users receive
thorough training on the recommended technologies.
• Technical training covers topics such as using the Google Cloud Platform
services, implementing modern development practices, and managing
infrastructure.
• Non-technical training focuses on topics like best practices for cloud adoption,
change management, and organisational readiness.
• We can provide ongoing assistance and guidance to users as they implement
and integrate the new technologies into their workflows.
• Benefits include accelerated adoption, increased user proficiency, and
reduced reliance on external support.
2. Training for Selected Group of Users:
• This option targets a specific group of users who will be directly involved in
implementing or utilising the recommended technologies.
• Training is tailored to the needs and roles of the selected users, ensuring
relevance and effectiveness.
• By focusing training efforts on a smaller group, resources can be allocated
more efficiently, and training sessions can be more interactive and
personalised. These trained individuals can help others train and learn in the
organisation.
3. Documentation Only:
• This option provides clients with comprehensive documentation on how to use
the recommended technologies effectively.
• Documentation covers technical guides offering users a self-service resource
for learning and problem-solving.
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• Clients can access documentation at their own pace and convenience,
enabling continuous learning and reference.
Clients have the flexibility to choose the level of training that best aligns with their
budget, timeline, and organisational requirements. Whether clients opt for
comprehensive training with in-service support, training for selected users, or
documentation only, we ensure that users have the knowledge and resources
needed to successfully adopt and leverage the recommended technologies.
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Ordering and Invoicing Process
To begin the process, please contact [Link]@[Link] with details of
your organisation, role and high-level requirements.
Our Framework Manager will connect you to our experts and from here we will
organise an introductory discussion to go into more detail and shape a proposed
engagement that suits your needs.
We invoice for both fixed price and time and materials engagements one month in
arrears. For fixed price engagements, this takes place upon completion of the
deliverable(s), or in stages, if the size of the engagement is greater than £40,000
excluding VAT.
Payment terms are 30 days net of receipt of invoice.
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Customer Responsibilities
As a client of Go Reply we expect you to provide:
• Appropriate levels of staff availability over the course of the project to provide
technical support, facilitation, user testing and engage in project management
activities. This will ensure that we can deliver against your needs and timeline.
• All standard procedures and policies for our teams to follow and any we need
to embed into the delivered solution.
• Details of existing products, documentation, practices and procedures, to
enable us to convert data and build ways of working into the solution.
• Organisation accounts and laptops where necessary.
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Technical Requirements
Where access to the GCP console is needed, the follow requirements must be met:
• A Google account
• A web browser
o GCP is designed to work with modern web browsers. Supported
browsers include:
▪ Chrome (recommended)
▪ Firefox
▪ Safari
▪ Microsoft Edge
• Internet connection
o You'll need a stable internet connection to access the Google Cloud
Platform Console, where projects can be created and managed.
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About Go Reply
Go Reply are a Google Cloud Premier Partner. We support customers throughout
their Cloud journey. We excel in addressing business needs at various process
stages, from engagement to migration and execution to post-planning with
optimisation after deployment.
We hold a unique position as a specialist Google Partner within the global Reply
network. We are also recognised by Google as their Global Partner of the Year for
DevOps.
Through innovation, engineering, and a proven track record, we work across multiple
sectors, leveraging specialists within the Reply Group as needed.
Go Reply strategically focuses on six vital practice areas: Data & Analytics,
Infrastructure & App Modernisation, Business Change, Security, Generative AI and
Managed Service. Our team of 300+ GCP Engineers have 490+ GCP certifications.
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About Reply
Reply is a company that specialises in Consulting, Systems Integration and
Digital Services with a focus on the conception, design and implementation of
solutions based on the new communication channels and digital media.
Reply partners with key industrial groups in defining and developing business
models made possible by the new technological and communication paradigms such
as Artificial Intelligence, Big Data, Cloud Computing, Digital Communication, the
Internet of Things and Mobile and Social Networking. In so doing, it aims to optimise
and integrate processes, applications and devices.
Reply’s offer is aimed at fostering the success of its customers through
the introduction of innovation along the whole economic digital chain. Given
its knowledge of specific solutions and due to a consolidated experience,
Reply addresses the main core issues of the various industrial sectors.
Through its network of specialist companies, Reply supports some of
Europe’s leading industrial groups in Telco & Media, Industry & Services, Banks &
Insurance, and Public Administration to define and develop business models, suited
to the new paradigms of Artificial Intelligence, Big Data, Cloud Computing, Digital
Media and the Internet of Things.
We make innovation happen.
We started with a small team and a purpose: to help the digital revolution happen.
Today, we are a team of more than 14,600 people in 16 different countries but we
still have the same DNA, made up of agile, vertical task forces and an inner passion
for innovation.
We are a decentralized network of specialised companies.
Among Replyers, you will find passionate geeks, visionary strategists, and creative
minds, each with sharp skills in a specific business, who cooperate together and
never stop learning from each other.
Make forward, act sustainably.
We know a sustainable future is possible and technology can be a strong asset to
reach it. As leaders in digital transformation, we push for change and operate in full
accordance with the highest ethical standards and with respect for the rights of future
generations
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