ABM Knowledgeware Ltd.

SAP Managed Services

We facilitate the successful transition of SAP business systems into an efficient managed services model; allowing you to focus on what's important for your organisation. SAP Application Management Services (AMS)
SAP Hosting (it.Cloud)
Service Delivery Management
SAP Maintenance

These are the four distinct areas that make SAP Managed Services.

Features

  • Reducing your total cost of ownership (TCO)
  • Deriving long-term business benefits from your SAP applications
  • Simplifiy and automate processes to reduce downtime
  • To make IT and business processes more efficient.

Benefits

  • Reducing your total cost of ownership (TCO)
  • Deriving long-term business benefits from your SAP applications
  • Simplify and automate processes to reduce downtime
  • To make IT and business processes more efficient.

Pricing

£250 per person per day

Service documents

G-Cloud 11

408462436450312

ABM Knowledgeware Ltd.

PRAKASH B RANE

9324647685

prane@abmindia.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No Constraints
System requirements Software Licenses

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support time responses are as follows:
Critical fault response within 1 hour,
Material Fault (Significant Impact) response within 2 hours,
Cosmetic Fault (Low Priority) response within 1 day.
Standard hours of Support are Monday to Friday, excluding national holidays, 9.00-17.30.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels We have 3 support levels - Silver, Gold and Platinum.
Further details regarding the support plans can be decided based on the project requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Every project has a different need and we can provide onsite, online and user documentation level trainings.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Depending on the services provided and in scope we guide on usage of standard tools for extraction of data if required.
End-of-contract process We extend support for handing over to the new service provider

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our product allows access and functionality to be provided via mobile devices with via a web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
Accessibility standards None or don’t know
Description of accessibility NA
Accessibility testing NA
API Yes
What users can and can't do using the API Users can use the Storage Made Easy secure REST API to interact with the service. The REST API is documented and users can interact with the API based on the permissions they have been given or inherited. Certain API calls require Admin permissions.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The look and feel of browser, desktop and mobile interfaces can be customised to match users branding. This can be performed to a high level of sophistication.

Scaling

Scaling
Independence of resources We insure through our process that continuous monitoring of applications is done (Wherever applicable). These processes are standardized hence users are not affected by the demand other users are placing on service,

Analytics

Analytics
Service usage metrics Yes
Metrics types File Stored
Bandwidth usage
Audit event Logs
GEO Location data
File location data
Reporting types
API access

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations Other locations
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
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
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 Solution has in-built provision to export data.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • EXCEL
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • HTML
  • EXCEL

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 95% at application level.. It can be customized or modified as per customer requirements
Approach to resilience Available on request
Outage reporting Email alerts.We can provide APIs and public dashboards as well if required"

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 Customers must raise a support request vial email or the support portal. User emails must belong to the customer domain and are validated as part of the support engagement process.
Access restriction testing frequency At least once a year
Management access authentication Username or password

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
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 NA
ISO/IEC 27001 accreditation date NA
What the ISO/IEC 27001 doesn’t cover NA
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 • Interact access is restricted as per the internet access policy
• Blocking of USB Port through Centrally Managed Console and Allowing access only to Selected Group of Users as Permitted to Control Data Pilferage through USB Mass Storages & Drives
• Complexity in the Server/Application Password
• Change of password is mandated at regular intervals
• Optical Drives usage to be Restricted in All the Desktops
• Systems are installed with Update Anti-Virus and Anit-Malware
• Network security through proper UTM device (firewall)
• Policy for Physical access to server rooms is implemented
• Above processes are checked for compliance by regular audits
• IT and Admin Head is reporting authority for any issues and escalations

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use a third party application to track service and component changes. The change management workflow has been designed based on standard recommendations. It follows a standardized process to deal with change requests, which in turn reduces follow up incidents and minimizes negative business impact.

The change review process encompasses:

• Web vulnerabilities
• Input/data validation / sanitisation
• Authentication / Authorization data flows
• Exception management
• Variable Analysis
• Unsafe and unmanaged code check
• Configuration check
• Threading analysis
• API validation / Undocumented public interfaces
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management process is defined by creating following :
a. security page: Creation of security page for website (e.g. yoursite.com/security). security page is the first gateway of a website that our security researchers will reach out to report any kind of security bug.
Responsible Disclosure policy: Provide guidelines for the security researchers to be followed for reporting vulnerabilities. We are compliant to top ten OWASP guidelines."
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our approach for Protective Monitoring include following areas:
• Configuration and Deployment Misconfiguration
• Application or Framework Specific Vulnerabilities
• Business Logic Flaws
• Shopping Cart & Payment Gateway Manipulation
• Known Security Issues (CVEs)
• Weak Identity Management
• Broken Authentication
• Improper Authorization
• Broken Session Management
• Weak Input Validation
• Error Handling
• SQL Injection
• Weak or Broken Cryptography
• Client Side Script Security
• Cross-Site Request Forgery (CSRF)
• Cross-Site Scripting (XSS)
• Clickjacking
• Unrestricted File Upload
• Sensitive Data Exposure
• Insufficient Attack Protection
• Under-protected APIs
• HTTP Security Header Information
Incident management type Supplier-defined controls
Incident management approach We have incident management approach which has been perfected over the years of experience. We provide incident management tool to the client for reporting incidents and our teams prvide support/ SLAs based on that

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 £250 per person per day
Discount for educational organisations No
Free trial available No

Service documents

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