Advanced Business Solutions

Advanced Cloud Support Services

Buying a service from Advanced involves a lot more than just software. Our consultants are characterised by their professionalism, length of service, extensive knowledge of the systems they implement and support and expansive business expertise of the vertical sectors they operate in

Features

  • Advanced offers professional services in five areas:
  • Consulting
  • Support
  • Technical
  • Training
  • Bespoke Software

Benefits

  • Consulting - Expertise to implement and optimise your system.
  • Support - Helping maintain and improve your system.
  • Technical - Providing infrastructure and technology management advice.
  • Training - Getting the most from your investment.
  • Bespoke Software - Extending your system

Pricing

£810 per person per day

Service documents

G-Cloud 9

101137836557905

Advanced Business Solutions

Bid Support

08451 60 61 62

bidmanagementteam@oneadvanced.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Advanced has an impressive track record built up over many years, we can provide you with the services and support to help implement your system as quickly and easily as possible, encouraging optimum use throughout the organisation and helping deliver excellent return on investment over the life of the system.
Cloud deployment model Private cloud
Service constraints No
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For all priorities clients should expect to receive confirmation that an Incident has been raised via email within one hour. Clients may also receive additional information or be contacted by a Support Professional within this hour, depending on the priority of the incident raised.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Advanced has the option of using the Live Agent Web Chat facility within Salesforce. Salesforce makes use of technology that is compliant with Section 508 of the Rehabilitation Act of 1973 and is committed that all users regardless of disability are able to access their applications. It has been tested with assistive technologies such as such as screen readers that either audibly read the text on the site or translate the text into braille.
Onsite support Yes, at extra cost
Support levels Advanced will provide a multi-tiered telephone based Service Desk, supporting our services in line with the Clients Terms and Conditions.
All of our Service Management processes are based on the ITILv3 framework and ISO 20000 standard for IT Service Management.
Advanced have multiple support offerings based on our customers' requirements which range from our standard offering of normal business hours up to our premium service which is available 24/7 365 via the following means:
• Telephone
• Email
• Customer Portal
• Fax
All support will be provided by remote access in line with the clients own security policies. Onsite support can be provided subject to contract and may incur an additional cost.
As part of Advance’s continual improvement plan, periodic service reviews will be scheduled with the client to review the ongoing support services to include the support model and agree any relevant changes.
Service Levels are agreed with the customer at the Design phase to ensure that we are able to provide a service that meets their business requirements. Our standard offering for application support consists of the following target response times.
priority 1 1 Hour
priority 2 4 hours
priority 3 8 hours
priority 4 24 hours
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Advanced has a developed collaborative "Assisted Build" approach for the implementation of our solution, this approach provides a broad and knowledge understanding of the applications and their configuration which in turn will lead to increased self-sufficiency, improved user support and an early adoption in the use of the system by clients.
An objective of our "Assisted Build" approach is to make the customer self-sufficient in the use, configuration, reconfiguration and administration of the applications. The knowledge to set-up and maintain the system is formally provided in standard, structured training workshops and continually reinforced throughout the project in design, configuration, testing and training workshops where we are able to bring our good practice experience, knowledge, expertise and methods to the fore.
We lead activities and deliverables, effecting a skills and knowledge transfer of our expert approach and applications knowledge to the Council with preconfigured/worked examples. The knowledge gained by the customer’s project team during the initial training, design and prototyping stages will equip them with the skills and knowledge to actively participate in the design and configuration and to self-determine many aspects of the implementation supported by our implementation team.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be exported from our solutions using Excel outputs produced by using the browsing and reporting capabilities of the solution. Alternatively, data can be extracted using the inbuilt product API's or by running data extraction scripts against the database.

Automatically importing or exporting data is simple and straight forward because our solutions comes shipped with spreadsheets and data import and export routines for all business hierarchy, master file, standing, balance and transaction data. The data import / export facilities are not dependant on the spreadsheets so data can be imported directly if correctly formatted. Advanced will provide automated routines to load data items into the proposed system including predefined open APIs and standard data loading and export tables, programs, processes and reports for all master file and transaction data types that are provided with the system.
End-of-contract process Prior to the contract ending Advanced will engage with the customer to understand their future requirement, their preferred procurement route etc. and explore whether there is a mutual desire to enter into a new contract. Advanced would expect the customer to undertake an options appraisal and to then decide on whether they want to enter into a new contract with Advanced, which we would expect them to do, following the success of the previous contract and establish relationship. In the event that the customer decides to not enter into a new contract, then the current contract terminates and all access to the software and support services ends.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing None
API No
Customisation available No

Scaling

Scaling
Independence of resources The server infrastructure is based on a virtualised infrastructure which is monitored 24x7. Services are automatically migrated across the virtual infrastructure to automatically load balance the entire infrastructure. This ensures that no one service is unduly impacted by load placed on the infrastructure by other users. If another service is using a large amount of resources, other services are automatically migrated to other servers in the virtual infrastructure that are being utilised to a lesser extent.

Analytics

Analytics
Service usage metrics Yes
Metrics types System access reports are available from within the system. Infrastructure is monitored in real time with proactive monitoring ahead of agreed thresholds being breached, whereby incident management action is triggered.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach N/A.
Data export formats Other
Other data export formats N/A
Data import formats Other
Other data import formats N/A

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Options include TLS (Version 1.2 or above), N3 (and N3 successor; HSCN, when released) for secure NHS access.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network All Advanced datacentres are Tier 3 datacentres are protected by both physical and electronic protection. Access to services in controlled

Availability and resilience

Availability and resilience
Guaranteed availability 99.5% (Based on Monday to Friday - 8 - 6pm, excluding public holidays)
Approach to resilience Advanced's PaaS spans two geographically-diverse Tier 3 data centres and has been architected to provide a highly available N+1 architecture with sufficient resilience and capacity to sustain component failures. The resilient features built into the platform consist of clustered server nodes in a highly-available virtual cluster, redundant PSUs, network interfaces and storage adaptors, connection to a dual controller active/active SAN via redundant path switching, connection to a network layer through stacked chassis switching architecture and a redundant dark fibre path to the second data centre, where there is a replica of the architecture in the primary location In addition, the data centre environments include uninterruptible power supplies and generators that are capable of maintaining at least 72 hours continual operation without mains power as well as redundant cooling devices to maintain optimal environmental conditions within the server rooms.
Outage reporting The Advanced Event Management service will monitor the environment and provide: Proactive monitoring and alerting of thresholds and events, Root Cause Analysis of identified problems, Reporting and trend analysis System and application-specific knowledge and tasks. When thresholds are breached within the PaaS environment, staff nominated to receive alerts will be informed via email or SMS. Advanced will respond to alerts and remediate any issues within the supported environment. Monthly reports will show historical alerts and their respective response. These will be discussed at periodic service delivery reviews. The Advanced event management solution retains all the gathered monitoring data within a Microsoft SQL Server Data Warehouse. The Advanced core environment also includes a dedicated Microsoft SQL Reporting Server that allows this data to be accessed and a wide variety of reports produced. Reports can be produced on any of the information within the database, either as a standard report or as a custom report. Ad-hoc user created reports can also be produced.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Advanced uses the principles of least privileges and role based access control. This is line with best practise as outlined in ISO 27001 and implemented within Advanced ISMS.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 03/03/2016
What the ISO/IEC 27001 doesn’t cover All activity on G-Cloud is covered by ISO 27001
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Advanced Information and security policies align to ISO 27001:2013.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The configuration and change management process ensures operational systems, services and application software are subject to change control. All staff are responsible for submitting completed change requests to the change authorisation board (CAB) using the change request form. Change requests forms, before submission to the CAB must be peer reviewed and pre-authorised by the appropriate system service owners and or business stake holder. All changes are recorded, tested and verified prior to implementation, (where possible), and are communicated to relevant members of staff and users as appropriate.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management is an essential component of Advanced Information Security Program and the process of vulnerability assessment is vital to effective vulnerability management. The vulnerability assessment process provides visibility into the vulnerability of critical assets deployed in the IT Infrastructure. The process comprises of identifying critical systems, their corresponding owners, vulnerability scanning on regular basis, determining and assessing potential vulnerabilities, documenting and establishing a time line to remediate critical vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Advanced complies with protective monitoring in line with GPG 13.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Incident management control objectives are defined within our ISO 27001:2013 certified Information Security Management System and the procedures for Incident management are aligned to ITIL v3 industry best practice.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks New NHS Network (N3)

Pricing

Pricing
Price £810 per person per day
Discount for educational organisations No
Free trial available No

Documents

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