Mando Group

Digital Platforms

We partner with leading technology platforms to help protect and grow your business, hosted in the cloud to give you improved scalability – ensuring your site is able to deal with both expected and unexpected customer demand, so you can continue to serve customers when they need you most.

Features

  • high-quality robust customer experience platforms
  • build conversational user interfaces using Microsoft Bot Framework
  • Sitecore and Episerver CX CMS platforms
  • develop with the .net technology stack
  • utilise HTML and CSS to build Front-End frameworks
  • implement cloud-based content management system
  • Integrate cloud technologies with complementary on-premise hosted solutions
  • Multi-device, multi-channel experiences
  • Maximise AI-driven customer experience using Microsoft Cognitive Services

Benefits

  • Deliver ROI on well-implemented customer experience platforms
  • Increase collaboration and communication through digital workplace tools
  • Increase customer experience through utilising intelligent Microsoft technology
  • Create long-term, technically robust solutions that deliver ROI

Pricing

£50000 to £500000 per unit

Service documents

Framework

G-Cloud 11

Service ID

2 4 3 6 4 3 6 2 8 5 6 3 6 3 0

Contact

Mando Group

Mark Simpson

0845 365 4040

mark.simpson@mando.agency

Service scope

Service constraints
None
System requirements
  • Microsoft Azure
  • Sitecore or Episerver licences

User support

Email or online ticketing support
Email or online ticketing
Support response times
15 mins
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
We provide 24/7/365 support, maintenance and optimisation services for Digital Platforms.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite training, online training and user documentation.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
As requested.
End-of-contract process
Solution handover to new provider at additional cost.

Using the service

Web browser interface
Yes
Using the web interface
Create, manage and report on support services
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
All solutions are developed in line with web accessibility guidelines best practices.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Each solution is hosted within its own cloud tenancy.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
Regular reports

Resellers

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

Staff security

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

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
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Files
  • Virtual machines
  • Databases
Backup controls
As requested.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
99.5% uptime
Approach to resilience
Hosted on Microsoft Azure and developed with security best practices.
Outage reporting
Email alerts

Identity and authentication

User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
IP address
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
At least 12 months
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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Approachable
ISO/IEC 27001 accreditation date
22/5/19
What the ISO/IEC 27001 doesn’t cover
N/A
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
ISO27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As agreed with client
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal anti-virus and security breach policies, Mimecast email security
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Anti-virus and security breach policies, Mimecast email security
Incident management type
Supplier-defined controls
Incident management approach
Users report incidents via phone or our online portal

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Microsoft Azure

Pricing

Price
£50000 to £500000 per unit
Discount for educational organisations
No
Free trial available
No

Service documents

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