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

G-Cloud 11

243643628563630

Mando Group

Mark Simpson

0845 365 4040

mark.simpson@mando.agency

Service scope

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

User support

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

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

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
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

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

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

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 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
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-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

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

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

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

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

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

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

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

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

Energy efficiency

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

Pricing

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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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