Redshank IT Services Limited

Cloud Managed Print Service

Redshanks IT Services Ltd help customers gain control of their print estate and reduce costs by up to 40% utilising Cloud Managed Print Services (Print as a Service). Bringing transparency and predictability to print management achieves maximum benefits from print technology whilst streamlining document workflow and enhancing security.

Features

  • Standardise print devices and increase network and printer security
  • Continuously monitor your printing environment
  • Monitor, manage and optimise your total print output
  • Simplify driver management
  • Proactively identify and solve potential printing problems and replenish supplies
  • Reduce your environmental footprint and operational costs by upto 40%
  • Improve accountability through reporting MI of user print habbits
  • Right size your print fleet

Benefits

  • Cut costs of imaging and printing up to 40%
  • Support your mobile workforce by printing from anywhere, anytime
  • Prevent your information from becoming compromised
  • Enable IT staff, help-desk, and users to work more effectively
  • Reduce impact on the environment

Pricing

£3.83 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

249036385340503

Redshank IT Services Limited

Barrie Fricker

02392 008123

barrie@redshank-it.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The service desk will respond within 1 hour if the call is raised via email. if the call is raised by the phone the response would be immediate.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Onsite support
Support levels Support levels Priority Phone Support; level 2 Expert to Expert Help Desk to provide escalation and remote technical support to your departments Level 1 End-User Help Desk Support.
Priority Phone Support is available during 8:00 a.m. to 6:00 p.m. local time, Monday to Friday, excluding Business holidays.
Hardware Support; Next Business Day On-Site Response will be provided if Customer’s call for Service is placed any Business day before 4:00 pm. local time.
A representative will arrive On-Site to begin hardware repair the next Business day after the service request has been logged.
Calls placed after 4:00 pm. will be logged on the next Business Day. Coverage window is Monday to Friday from 8:00 am. to 5:00 pm., excluding Business holidays.
A named technical account manager will be assigned to your account.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training and Communication
Redshank assists project implementation and ensures the smooth roll-out through adapted and targeted communication.
• A new printing infrastructure may prove ineffective unless the user community is educated in its use
• Users may also need to be trained in the use of new multifunction devices offering added functionalities
• Redshanks change management programs inform, educate and train end users, ensuring their positive involvement in the project
• Tailored communication (such as posters, workshops, information leaflets, an e-learning platform and a resource website) stress the benefits of moving to the new environment
• The communication plan is part of the Redshank Transition and Transformation Methodology included as Part of the detailed Statement of Works agreed for each contract
• Additional In depth training can be provided to IT teams for assistance in day to day management of the estates
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction End-of-contract data extraction All data is visible and open to users throughout the life of the contract. A defined exit plan will be agreed by the Customer and Redshank 6 months prior to the end of the contract ensuring smooth transition for all. Edit
End-of-contract process Meter readings at the end of contract would need to be provided if estimated through the life of the contract (i.e. non networked devices) All other costs are included and provided for within the price of the contract.
End-of-contract process 90 days before the Call-Off Contract expires, or promptly following issuance of a termination notice, the Parties shall have the following responsibilities.
Redshank will: Give periodic notice to Customer of pending expiration or termination of the Call-Off Contract and cessation of Service.
Upon request, if Customer has obtained optional backup service, Redshank will restore Customer Data to the Customer designated server or storage within the Redshank environment (at additional cost, including Redshank’s then-current standard Charges for restores, as well as normal Charges, pro-rated on a per diem basis for additional days of operation required to restore and retrieve backups).

Such requests must be submitted within thirty (30) days after expiration or termination of Call-Off Contract.
Over-write all storage media (including backups, if any) after (i) receiving Customer’s notice that Customer data and Customer’s software have been removed or, if no such notice is received (ii) expiration of thirty (30) days from expiration or the effective date of termination. Thereafter, Customer’s software and Customer data will be permanently erased without further notice to Customer.
Give Customer notice that all operating systems and storage media have been erased and that all access to the Redshank network and ECS Services has ceased.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile print capabilities: SafeCom’s mobile print solution is a world-class, competitively priced solution for offering mobile printing to a user base. The solution is simple to setup and configure and allows users five different methods of submitting jobs through the mobile solution including a mobile app, e-mail submission and web submission.
Accessibility standards WCAG 2.0 AAA
Accessibility testing None
API No
Customisation available Yes
Description of customisation All elements can be customised to suit the customers requirements to ensure the service fits the requirements of the customer. The below list outlines some of the customisable areas. All customisations would be agreed with the contract managers. Low level customisations to icon settings can be made at a end user level.
Incident Management 
Problem Management 
Change Management 
Release Management 
Configuration Management 
Service Request Management 
Service Catalogue Management 
Availability Management
Capacity Management 
Service Level Management 
Asset Management 
Event Management 
Financial Management 
Client Access and Reporting 
Cross-Supplier Integration

Scaling

Scaling
Independence of resources Demand management is monitored on a daily basis. If any calls have gone of the KPI then this is reported to the line manager. Should they need to increase resource due to an increase on demand this process is agreed quickly. We have a pool of bank helpdesk staff that we can call on to work on short notice.

Analytics

Analytics
Service usage metrics Yes
Metrics types Redshank uses a Remote Monitoring Appliance to monitor devices and feed usage and error data back. The appliance and printer-based tools reside inside the Trust’s firewall, and capture device, consumables and maintenance-kit usage data from predefined management information bases (MIBs) using simple network management protocol (SNMP) “gets”.
The data collectors will be configured to send data to Redshank once it is authenticated. Then, using either the predefined IP addresses or host names of the printers (there is no broadcasting over the network), the data collectors capture usage data from the device and send it back in the same session.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold HP, Toshiba, Xerox, Ricoh, Lexmark, Kyocera, UTAX,

Staff security

Staff security
Staff security clearance Staff screening not performed
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
User control over data storage and processing locations No
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 In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach All users will have access to the portal where the data is stored. Extract can be made to Excel files from the portal. All MI is also supplied to the customer on a monthly basis.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats CSV

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 IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service Levels are measured and reported from the time services are made available for Customer use. Contract Go Live Date. Service Credits may be assessed for Faults beginning within the first full calendar month thereafter. Service Credits are not assessed for partial months, although Service Levels may be reported for partial months. Redshank will provide monthly reports of Service Level performance and applicable Service Credits, if any, including relevant calculations.
• 97% product availability – across the fleet.
• 95% First time fix rate measured quarterly - can be per device or across the fleet.
Service Credits – In the event of a Fault, Customer will receive compensatory credit to its G-Cloud account in an amount agreed within the specific customer SLA
Approach to resilience Available on request
Outage reporting Base SLA measures and required reporting will be set up in internal system FileMaker and monitored via messaging from all our automated systems. This will produce a daily/weekly/monthly report(s) to continually measure the contract against the SLA’s set by the member authorities. The reports will be set up in line with that outlined in the ITT section 3.13 and can be emailed or made available on the cloud document sharing Additional bespoke reporting measures can also be set up if certain members wish additional SLA’s to be measured. Please note that service response times will be determined by individual customer/end user requirements.

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 Management interfaces provide the means of communication between the Centre and all devices it manages. Maintaining good traffic control between the appliances is essential to the success of your deployment
• Limited access over dedicated link, enterprise or community network
• Username and strong password/passphrase enforcement
• Administrator permissions
• Management interface protection
• Assured by independent testing of implementation
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials Certificate

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Full testing is carried out over the course of a pilot in a carefully controlled environment. Print from the various applications on site are sent to a test print server to ensure jobs come out without significant impact to the safety and speed of the system. Regarding print management software deployed, use is made of new separate servers external to the existing applications with fault resilience built in through cluster server configurations or slave/master set ups where another server can take over should one fail. Following risk assessment, necessary measures can be implemented across the fleet using security manager tools.
Information security policies and processes Information security policies and processes Redshank maintains and complies with a security policy which specifically addresses the protection of all Participating Authorities/Customers information/data that is generated and/or managed in the provision of Individual Contracts. This policy extends to data stored on the Hard Disk Drive (HDD) during and or upon expiry of individual Contracts. As a Manufacturer Reseller we are able to offer the full suite of manufacturers security solutions. 802.1x or IPsec network standards use encrypted network standards to protect data travelling over the network between the device and management tools, Web Jetadmin or the Embedded Web Server. Encrypt data in transit Protect print jobs travelling to the device with encryption such as Internet Print Protocol over TLS (IPPS). Or for example, HP Universal Print Driver Secure Encrypted Print provides true symmetric AES256 print job encryption and decryption from the client to the page based on a user defined password using FIPS 140 validated cryptographic libraries from Microsoft®. When scanning, HP workflow Solutions can help protect sensitive information while increasing efficiency. For example, Capture and Route integrates seamlessly with Pull Print for enhanced security, with the convenience of single authentication and the ability to monitor content for information governance

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All services are monitored on a ongoing basis through the life of the contract. One of the benefits of Redshanks Cloud Services the customer can easily make, and request changes, through the G-Cloud Portal or, customers may request operational changes through the Operations Help Desk (such as, for example, changes to IP addresses, device locations etc). All changes are process through a change management protocol that is agreed with the customer during the implementation of the contract. All security risks are dealt with in the change management documentation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Redshanks vulnerability management process consists of five phases and roles:
• Preparation
• Vulnerability scan
• Define remediating actions
• Implement remediating actions
• Rescan Security Officer: owner of the process who designs the process and ensures it is implemented as designed.
Vulnerability Engineer: responsible for configuring the vulnerability scanner and scheduling the scans. Asset Owner: responsible for the IT asset that is scanned by the process. This role should decide whether identified vulnerabilities are mitigated or their associated risks are accepted. IT System Engineer: responsible for implementing remediating actions defined as a result of detected vulnerabilities within 12 hours.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The day-to-day management, configuration, security enforcement, environmental policies, default settings, error reporting, consumables management, automated device set up, configuration, firmware upgrading is facilitated by a web based tool, Security Manager automatically assesses and remediates device security settings to comply with pre-established company policies. There’s no need for IT to intervene. Deployed as part of every solution, this will be used by the technical support staff whilst onsite and to identify potential compromises off site. Remote log on to this facility, and also to access the embedded web server can also be set up. Response will be 1 hours from notification.
Incident management type Supplier-defined controls
Incident management approach Incidents are logged by the person they are reported to. Incidents are grouped into 5 categories Sales Supplier Faulty Customer Process Sub-categories are available to help with analysis. A description and anything that has been agreed with the customer is detailed in the incident and it is assigned to the Operations Manager who updates with the proposed resolution and assigns to the person who can progress it. 48 hours is the target resolve the incident. A monthly report is reviewed by the management team, who look at reoccurring incidents and put in place process changes or training to prevent reoccurrence.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3.83 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Testing and trailing can take place in 1 department at any individual customer. We advise that testing and trials take place in a high volume area and with maximum exposure to the customers own IT systems. Trials and testing will be agreed and in line with any implementation plans.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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