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

Framework

G-Cloud 11

Service ID

2 0 7 2 5 3 4 3 5 7 8 1 0 8 8

Contact

Infotel UK

Mundeep Nayyar

0191 2708800

mundeep.nayyar@infotel.com

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

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

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

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

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

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

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

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 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 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

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

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

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

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

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

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

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

Public sector networks

Connection to public sector networks
No

Pricing

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

Service documents

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