Infotel UK

Cloud Software Services

Bespoke implementations of hosting and delivery of applications via the cloud. This incorporates development, maintenance and support of software to end customers/users with management of cloud based solutions.

iTop
Infotel have a service centre in Toulouse with experts of the solution to customise the tool and develop plugins for customer.

Features

  • remote access
  • Real-time reporting
  • maintenance and support
  • software development
  • applications delivery
  • IT Service Management, ITSM
  • iTop
  • Service Desk
  • Incident management.
  • iTop Licensing

Benefits

  • cloud hosted software as a service
  • maintenance and support agreements available
  • ITop is an ITSM tool used to support ITIL processes.
  • iTop can be used as a free open source product
  • iTop can be used with a subscription to Combodo

Pricing

£250 to £750 per person per day

Service documents

G-Cloud 11

207253435781088

Infotel UK

Mundeep Nayyar

0191 2708800

mundeep.nayyar@infotel.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Bespoke solutions dependent on customer needs/requirements means constraints would be discussed on a per-project basis.
System requirements Bespoke solutions dependent on customer needs/requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Bespoke solutions dependent on customer needs/requirements would change the support levels we'd offer. This can be discussed.
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
Onsite support Onsite support
Support levels Bespoke solutions dependent on customer needs/requirements would change the support levels we'd offer. This can be discussed.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Bespoke solutions dependent on customer needs/requirements would entail learning groups, training days and/or initial support calls, etc.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Bespoke solutions dependent on customer needs/requirements would facilitate the extraction of data when a contract ends.
End-of-contract process Bespoke solutions dependent on customer needs/requirements would change the pricing and terms of any contracts entered.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Service interface No
API Yes
What users can and can't do using the API Bespoke solutions dependent on customer needs/requirements
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Bespoke solutions dependent on customer needs/requirements would ensure the independence of resources is managed and offset against any other resource usage.

Analytics

Analytics
Service usage metrics No

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Bespoke solutions dependent on customer needs/requirements would alter the exporting of data in relation to the services/software being used.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Bespoke solutions dependent on customer needs/requirements would dictate any SLAs put in place.
Approach to resilience This information would be available on request.
Outage reporting This could be done in any of the three listed or other ways, dependent on the needs of the customer and a predefined agreement as part of any project planning.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Bespoke solutions dependent on customer needs/requirements would define the levels of restriction to access for any system/software/application.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for User-defined
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 AFNOR Certification
ISO/IEC 27001 accreditation date 01/04/2019
What the ISO/IEC 27001 doesn’t cover Not Applicable, Fully covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes This reporting structure can be changed/tailored to customer needs based on predefined agreements.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Bespoke solutions dependent on customer needs/requirements would mean this could be changed and discussed prior to any engagement with a customer.
Vulnerability management type Undisclosed
Vulnerability management approach Bespoke solutions dependent on customer needs/requirements would necessitate the level of management on this being discussed and agreed upon prior to customer engagement.
Protective monitoring type Undisclosed
Protective monitoring approach This is done through various sanity checks and these can be tailored to a customer's preferred methods of working.
Incident management type Undisclosed
Incident management approach A generic manner for this is usually, discovery, report, plan, action, post-script report. This can be discussed and changed based on user/customer requirements for any contract/engagement.

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 No

Pricing

Pricing
Price £250 to £750 per person per day
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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