EACS Limited

Workspace Transformation Services

From increasing collaboration between teams to robotic process automation to enabling the modern, mobile workforce, EACS' Workplace Transformation Services can help your organisation to increase productivity, profitability and attract and retain the best talent.

Features

  • Flexible on demand pricing models
  • Industry leading expertise in business applications
  • Recognised partnerships with leading vendors
  • Business focussed IT enablement

Benefits

  • Audit and secure the movement of data around your organisation
  • Device agnostic approach to delivering business applications

Pricing

£1 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

388462479125581

EACS Limited

James Oxley

01480 425651

James.Oxley@eacs.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints Service constraints are identified on a case by case basis,
System requirements System requirements vary on a case by case basis,

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Subject to SLA of contract.
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 Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing EACS has experience of providing support to mixed ability organisations, specifically adults with learning disabilities.
Onsite support Yes, at extra cost
Support levels EACS Core business hours are defined as 08:00 until 18:00 GMT, Monday to Friday.
During these hours EACS will offer coverage for all support related events.

Service Desk Primary Contact Number 0845 601 4941

1.2. Extended Hours of Support / On-Call
Extended or On-Call hours start from 18:00 until 22:00, Monday to Friday, for some customers this can include 24*7 support.
Weekend support can start from 07:00 and run until 14:00 and is defined within the specific support contract.

Extended Hours of Support is also known as On-Call as calls are routed to a member of the EACS Support Team wherever they are at that time. EACS Support Personnel are not expected to be in the office during Extended Hours of Support coverage at this time.
It is expected that all EACS Support Personnel have all the relevant tools and technologies to provide support during Extended Hours of coverage.

Pricing for support services varies by solution.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started EACS adopts a "shoulder surfing" model to implementations, ensuring knowledge handover takes place. Operations Manuals and confiuration reference documentation is a standard part of any EACS service. Additionally EACS has a dedicated learning division which can provide courses on a wide variety of technical and soft skills.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data extraction varies by service, however EACS is committed to supporting data portability for its customers.
End-of-contract process Contract pricing varies by service due to its bespoke nature.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Layout changes may be applicable to optimise screen usage on mobile devices.
Accessibility standards WCAG 2.1 AAA
Accessibility testing EACS supports a mixed ability organisation, specifically focussed on adults with learning disabilities, who make use of its workspace transformation services.
API No
Customisation available No

Scaling

Scaling
Independence of resources EACS offers solutions which either provide dedicated infrastructure or shared models depending on detailed understanding of customer requirements.

Analytics

Analytics
Service usage metrics Yes
Metrics types Exact metrics vary by service, however EACS provides Service Delivery reporting as a standard part of its solutions.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Azure, AWS, Sophos, Mimecast, Nutanix and Citrix among others

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)
  • EU-US Privacy Shield agreement locations
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • 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 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 Users may extract their data through the application interfaces; alternatively EACS can provide consulting services to support data extraction.
Data export formats Other
Other data export formats Varies by application or service
Data import formats Other
Other data import formats Formats vary by service

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability EACS services are underwritten by service descriptions which form part of contract schedules. Approach to service credits is detailed on a service or solution basis.
Approach to resilience Availability by design is at the core of EACS' architectural principles. Each organisation has their own priorities in respect of system or application availability and EACS' consultative approach ensures the correct balance between availability, risk and cost is achieved.
Outage reporting Reporting varies by service; some will provide dashboard information but all EACS services include service availability reporting and email and/or telephone alerting.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels EACS support offerings adopt to the principles of least privileges and role based access control, with access restricted only to those who need it in their support duties.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)

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 Yes
Who accredited the ISO/IEC 27001 URS
ISO/IEC 27001 accreditation date 18/06/15
What the ISO/IEC 27001 doesn’t cover All EACS department have been audited as part of EACS ISO27001 award.
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
  • Other
Other security governance standards IGSoC Statement of Compliance
Information security policies and processes EACS are ISO27001 accredited and are working towards attainment of CyberEssentials+.

• EACS policies include the following:
o Information Governance Policy
o IT Security Policy
o Data Protection Policy
o Data Breach Policy
o Data Retention & Disposal Policy
o Information Classification Policy
o Personal Information Disclosure Policy

• All personnel must read the policies annually. EACS have a Head of Compliance who is responsible for managing these policies internally and to ensure that EACS security policies are adhered to throughout the organisation.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach EACS have an ITIL aligned Change Management Process. Any changes that are non-standard and carry a degree of risk to implement require the completion of a Request for Change (RFC) . Each RFC is reviewed by EACS’ Change Advisor Board that meet once a week. Consideration is then given to factor of the change including backup / test plans, security impact etc.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Each threat is dealt with on a case by case basis. If there has been a global threat and patch released this will deployed immediately.
Patch deployment is now automated so patches can be deployed within hours and schedules can be tweaked. This is under RFC for the customers.

We currently use Microsoft Teams to feed security related RSS feeds from various security websites around the globe. This isn’t limited to IT this includes terrorism etc. Team members have to software installed and set to auto startup.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Through EACS SIEM service the network is proactively monitored to search and identify potential threats to the environment. Upon notification, EACS immediately effects its incident management process.
Incident management type Supplier-defined controls
Incident management approach EACS have ITIL aligned processes for Incident Management and Service Requests.Users can log calls to the Service Desk by phone, email or an online portal.For requests such as new starters, leavers, folder access, changes to distribution lists, password resets there are specific processes and guides in place.A user logs a ticket they will receive an email detailing the case information (call reference generated).Users can provide details via an online portal.When the case is resolved email is sent detailing the resolution and the user the ability to provide feedback.Reports on performance metrics are sent to key stakeholder with the client’s organisation.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £1 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Varies by solution.

Service documents

odt document: Pricing document pdf document: Terms and conditions
Service documents
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