Mando Group

Managed Services

We architect hosting environments, define your target operating model for support, and provide ongoing maintenance of your digital customer experience. We provide 24/7 SLA support on any business critical issues to ensure BAU. We manage the entire service for you including hosting, maintenance, subscriptions, licences, and expert development resource.

Features

  • hosting and infrastructure consultancy and support
  • target operating model consultancy
  • ongoing SLA driven support for your digital solutions
  • 24/7 support
  • continuous improvement and development support
  • access to helpdesk and programmer support to clients

Benefits

  • Peace of mind that your applications are supported 24/7
  • Fast response times for issue resolution and feature enhancement
  • Regular reporting to ensure that you are kept up-to-date
  • Pools of development resource for platforms including Sitecore and Episerver
  • Consultancy on getting value from platforms including Sitecore and Episerver

Pricing

£730 to £1250 per unit per day

Service documents

G-Cloud 9

211324734229244

Mando Group

Chris Parsons

0845 365 4040

tenderalerts@mandogroup.com

Service scope

Service scope
Service constraints N/A
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLAs agreed on a case-by-case basis.
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 No
Onsite support Yes, at extra cost
Support levels SLA-driven ITIL-based helpdesk support 24/7. Support costs are typically 20% of implementation costs annually. Each client has access to a service delivery manager to oversee their support needs.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide onsite training and user documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We work with our customers to provide any necessary data or information required as part of extraction from our service.
End-of-contract process Costs are estimated on a case-by-case basis.

Using the service

Using the service
Web browser interface Yes
Using the web interface N/a
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing N/a
API Yes
What users can and can't do using the API All of our technologies have APIs with their own distinct capabilities.
API automation tools Other
Other API automation tools N/A
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources We typically support business-critical applications which are designed in such a way not to be impacted by other users.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics No

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft, Sitecore, EpiServer

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files
  • Virtual machines
  • Databases
Backup controls Agreed on a case-by-case basis.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

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 We guarantee 99.9% availability. Applicable refunds are determined on a case-by-case basis.
Approach to resilience Applications are penetration tested and load tested to ensure resilience.
Outage reporting Outages are reported via email alerts.

Identity and authentication

Identity and authentication
User authentication Username or password
Access restrictions in management interfaces and support channels Authenticated by AD or ADFS.
Access restriction testing frequency At least once a year
Management access authentication Username or password
Devices users manage the service through
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 No
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 No
Security governance approach We are currently working toward accreditation for ISO 27001 security standard, and our security governance processes comply with this.
Information security policies and processes We have in place standard data security polices. All relevant staff are provided with these on induction and required to confirm adherence. Annual refresher training is provided to ensure continued compliance. Policy is managed at a top level by our Commercial Director.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach If changes occur during the project (for example, to overall scope), these will be captured and communicated in order to ensure the service remains in control. A potential Change Request would be registered as early as possible to support decision making as to the need and timing of the change. If the change is agreed then the Project Plan will be updated accordingly.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We deploy a number of issue reporting applications.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We deploy a number of issue reporting applications. Incident response-times dependent upon supplier SLA.
Incident management type Undisclosed
Incident management approach Incidents are reported through a number of channels including telephone, email, and an online portal. Incident reports are provided on a case-by-case basis and monthly through our standard reporting processes.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate We typically support business-critical applications which are designed in such a way not to be impacted by other users.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £730 to £1250 per unit per day
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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