Tigerspike

Experience Definition

As an AWS Advanced Consulting Partner, Tigerspike's Experience Definition process enables businesses to identify cloud software. Through conceptualising, prototyping and iterating, Experience Definition solves problems, including the best way to configure cloud architecture, access data, aligns goals and solutions.

Features

  • User-experience definition
  • Product Design
  • Prototyping
  • Additional capacity to support in-house capabilities
  • Specification creation
  • Technical architecture definition
  • Requirements creation and refinement
  • Competitive and comparative analysis
  • Technical architecture strategy
  • Product assessment

Benefits

  • Reduced risks of wrong product being selected
  • Reduces time to deploy
  • Align internal business priorities and focus
  • Identify and prioritise the transformation opportunities within your business
  • Improve success rates through user testing
  • Create a clear vision for the product
  • Tangible outputs, ready for development
  • Align internal business priorities and focus

Pricing

£20000 to £150000 per unit

Service documents

Framework

G-Cloud 11

Service ID

4 1 0 5 2 0 9 5 6 4 5 4 9 5 2

Contact

Tigerspike

Peter Marco

02071486600

peter.marco@tigerspike.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Experience Definition is the starting point for projects. Add-ons to this service is set-up and deployment of the software.
Cloud deployment model Private cloud
Service constraints N/A
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Experience Definition does not require support, however once a product is live, we provide the following support levels: - Business Hours (0900-1730, Monday to Friday). - Extended Business House (0700-2030 Monday to Friday). - 24x7x365 Support. The costs depend on the services being supported.

Response are agreed on a case by case basis, however, our standard response times are outlines below: P1 - 30 P2 - 1hr P3 - 4 hrs P4 - 1 day P5 - 3 days
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support No
Support levels Experience Definition does not require support, however once a product is live, we provide the following support levels: - Business Hours (0900-1730, Monday to Friday). - Extended Business House (0700-2030 Monday to Friday). - 24x7x365 Support. The costs depend on the services being supported.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Examples of what we offer include:
- in person training
- provide training documentation
- video walk throughs / demos
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Confluence
End-of-contract data extraction No user data is captured during Experience Definition. Corporate data is extracted on request by clients.
End-of-contract process At the end of an agreement Tigerspike hand over all artefacts to our client. Our clients own the IP of the products we create, including the documentation used to build the product.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service This is normally decided during the project itself. Normally the mobile version uses native features, whereas the desktop service has more rich detail.

When we develop, we use best practice to ensure that multiple form factors and technologies are catered for.
Service interface No
API No
Customisation available Yes
Description of customisation The service we offer is tailored to our customers needs.

Scaling

Scaling
Independence of resources Tigerspike provides 99.8% availability to minimise service impact of outage to users.
To achieve this, Tigerspike use standard cloud components to ensure the stability of the services we build. These include load balancers and availability zones for both traffic spikes and to manage outages. We also use auto-scaling groups to handle traffic demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide usage metrics through the analytics packages we recommend or that our clients use. This includes Google Analytics, Firebase. We also monitor performance through New Relic.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Where relevant we protect data at rest by building it into our services and implement in our cloud solutions.
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 No user data is captured during Experience Definition. Once a product is live, users are able to export their data as per GDPR.
Data export formats
  • CSV
  • Other
Other data export formats
  • Plain text
  • .png
Data import formats
  • CSV
  • Other
Other data import formats
  • Xml
  • Json

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Tigerspike Cloud Services from Azure and AWS and therefore the availability that we provide is 99.9%, out with agreed maintenance windows. Penalties are agreed in contracts on a case-by-case basis for breaching this SLA.
Approach to resilience This information is available on request.
Outage reporting Our Support & Maintenance contracts record the contact methods for outages. These include email alerts, sms messaging and phone calls.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication Tigerspike use some of the above including 2-factor authentication, identity federation, user name and password, but we can cater to the requirements of the organisations we work with.
Access restrictions in management interfaces and support channels Tigerspike applies the principle of least privilege to system administrative permissions.

Tigerspike utilises a “defence in depth” approach comprising administrative, technical and physical controls to protect our services and data.

Physical example:
audited token access to Tigerspike premises

Technical measures include:
Firewalls on desktop machines
Trend Micro’s Antivirus solution
AWS WAF and Security Groups
Monitoring and auditing tools

OWASP Guidelines adhered to during Application development

Desktop encryption, encryption at rest in customer applications where appropriate
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 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 No
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 No
Security governance approach We're currently working toward ISO27001 compliance with a target date of August 2019. Our Global Technical teams in conjunction with our parent company's IT SEC team monitor our security governance. This includes steps such as CAB and release boards before every release to ensure the products we create meet our security standards.
Information security policies and processes We follow the principle of least privilege which ensures only those who require access are permitted access.
We achieve this through role based security implemented for the systems we build and ensure applications we buy have the same provisions.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach This is not relevant for Experience Definition, however our processes are being updated as part of our certification process for ISO27001. These can be shared on request.
Vulnerability management type Undisclosed
Vulnerability management approach This is not relevant for Experience Definition, however our processes are being updated as part of our certification process for ISO27001. These can be shared on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach This is not relevant for Experience Definition, however our processes are being updated as part of our certification process for ISO27001. These can be shared on request.
Incident management type Supplier-defined controls
Incident management approach Tigerspike use JIRA Service Desk for all clients who are under a Support and Maintenance contract. Following the resolution of a P1 (critical) or P2 (major) incident, Tigerspike conduct a root cause analysis. This is clearly documented in an incident report which is then discussed and shared with the client. This includes any recommended remedial action to be taken to resolve the issue.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £20000 to £150000 per unit
Discount for educational organisations No
Free trial available No

Service documents

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