adept4

IT as a Service

IT as a Service (ITaaS) provides organisations and their users with a fully managed cloud computing environment supported by a 24x7 service desk and professional services team. The platform can deliver software as a service (SaaS), platform as a service (PaaS) and infrastructure as a service (IaaS).

Features

  • Real-time reporting
  • Remote access
  • Superior disaster recovery
  • Can be Deployed Anywhere
  • Consumption based pricing
  • Regional and global fail-over options
  • Automatic updates
  • Location Independent
  • Speed of scalability
  • Speed of deployment

Benefits

  • Collaborative - All the tools you need to collaborate.
  • Communication - Simplified and Unified Communications
  • Cost Effective - Saves Money
  • Accessibile - Easily manage and access data.
  • Efficient - Boost Employee Productivity
  • Flexibile - Increases your Business Agility
  • Managed - Centralised Management
  • Mobility - The ability to access your data from anywhere
  • Secure - Built-in enhanced data security to protect your organization.
  • Supported - Fully supported 24 x 7 service desk

Pricing

£250 to £1000 per server per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 7 3 1 4 1 5 7 3 6 9 5 6 7 3

Contact

adept4

David Griffiths

0808 252 4444

dos3@adept4.co.uk

Service scope

Service constraints
Windows based environments only
Sub 1,000 users per company
System requirements
Windows

User support

Email or online ticketing support
Email or online ticketing
Support response times
First response SLA of 15 minutes
Tickets are prioritised based on severity and assigned individual SLA
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
Onsite support
Support levels
Service Desk 24x7 - from 60p per user/per day
Service Desk - Third Line Support - from 15p per user/per day
Professional Services - On Site Engineer from £85.00 phr
Professional Services - Professional Service Consultant from £85.00 phr
Professional Services - Project Management from £70.00 phr
Professional Services - Remote Engineer from £65.00 phr
Professional Services - Technical Architect from £100.00 phr
Professional Services - Technical Service Consultant from £80.00 phr
Professional Services - Technical Service Engineer from £65.00 phr
Support available to third parties
Yes

Onboarding and offboarding

Getting started
In addition to the online tutorials, our professional services teams are available to help design, implement, train and document hosted application as required.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Upon request, we can assist the user migrate their data to a new platform via direct connection to their new service provide, or we can provide the data on a portable storage device and/or provide FTP access to the data.
End-of-contract process
If the user manages their own data extraction process, then there is no additional charge. If the user requires assistance then we charge professional services on an hourly basis from £85.00 per hour.

Once the data has been extracted and the service is no longer required, the data is deleted.

Using the service

Web browser interface
Yes
Using the web interface
The hosted platform has a management dashboard that shows the overall health of your hosted resources including the individual services consumed, showing errors, consoles, and logs with access to tutorials and links to the hosted marketplace.

Customers can set-up and manage their own services using the web-interface but more often prefer to engage with us to set services up for them, often purchasing some professional service time.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Our hosted resources have WIndows 10 accessibility options built-in and allow windows ease of access features to help users who may have trouble using their computers normally. These include:

Narrator - For the blind or those with acute sight limitations, Narrator will read off the contents of any page, window, or application your click into piece by piece, while also reciting the specific portions of those selections out loud.

Magnifier - Magnifier is yet another Windows Ease of Access features designed to assist anyone who either has trouble reading their screen.

High Contrast - There are a number of high contrast screen themes available.

Closed Captions - For those who have difficulties making out the white text against moving backgrounds, the system can be customized to how any closed captions in your media players will appear during the playback of movies or TV shows.

Keyboard - The system offers a wide range of keyboard customization options that will help anyone with disabilities or special needs to have the PC experience they want every time they boot up and log in. The system has an on-screen keyboard available
Web interface accessibility testing
We have run some assistive technology testing with autistic and visually impaired users.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Each organisation has its own environment separate from other users.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
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
Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Virtual Machines
  • Databases
  • Files
  • Full mirror image
Backup controls
The backup policy is agreed with the customer on implementation and is managed by us as part of the service.
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 protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
"Downtime" is the total accumulated Maximum Available Minutes during a billing month for a Service during which the Service is unavailable. A given minute is considered unavailable if all attempts to connect to the Service throughout the minute are unsuccessful.

"Monthly Uptime Percentage" The Monthly Uptime Percentage is calculated using the following formula:

(Maximum Available Minutes - Downtime) / Maximum Available Minutes * 100

Service Credits are calculated based on a Monthly Uptime Percentage as follows:

< 99.95% 10% Service Credit
< 99% 25% Service Credit
Approach to resilience
Available on request
Outage reporting
Outages are monitored and reported using our in-house management tools. There is a publically availably dashboard and e-mail alerts are sent to primary or defined users.

Identity and authentication

User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
We take support from named users only.
Users are cleared with security questions.
Customer wide passwords and/or two factor authentication options are available.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
CSA CCM version 3.0
Information security policies and processes
The following information security principles provide overarching governance for the security and management of information at ADEPT4.
1. Information is classified according to an appropriate level of confidentiality, integrity and availability and in accordance with relevant legislative, regulatory and contractual requirements.
2. Staff with particular responsibilities for information must ensure the classification of that information; must handle that information in accordance with its classification level; and must abide by any contractual requirements, policies, procedures or systems for meeting those responsibilities.
3. All users covered by the scope of this policy must handle information appropriately and in accordance with its classification level.
4. Information should be both secure and available to those with a legitimate need for access in accordance with its classification level. Access to information is on the basis of least privilege and need to know.
5. Information is protected against unauthorised access and processing in accordance with its classification level.
6. Breaches of policy must be reported
7. Information security provision and policies are regularly reviewed, including through the use of internal audits and penetration testing.
8. Any explicit Information Security Management Systems run within the Business is appraised and adjusted through the principles of continuous improvement.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
There are two Change Advisory Board’s ("CABs") in Adept4:

• The ‘Day to Day’ CAB for common support requests that are non-service impacting
• The ‘Standard’ CAB for others requests needing technical approval and communications.
Staff members can submit a Change Request Form to either Change Advisory Board outlining:

CHANGE SCHEDULE - Start & End Date, Proposed works and Service Impact time.
CHANGE DESCRIPTION - Full details of change
IMPLIMENTATION PLAN - Implementation schedule for change
ANTICIPATED RESULTS - Success criteria for change.
BACK OUT PLAN – What happens if this change does not achieve the required results.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
1. Identify and Track Assets – document and categorise all hardware and software attached to our network
2. Scan for Known Vulnerabilities – regularly and in real time.
3. Security testing – regular network scanning and penetration tests.
4. Partnership – we use established managed security experts.
5. A culture of security - All employees are educated on security best practices and common hack tactics.
6. Monitoring Tools – Real time 24x7
7. Prioritise – rank vulnerabilities by business risk.
8. Remediate - configuration and patching.
9. Rescan - to ensure our patching and reconfiguration efforts achieved their objectives.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Solarwinds N-Central is the tool with which we manage and monitor servers and network devices. Where applicable thresholds are amended to suit the standard performance or technical requirement of the device. Real time alerts and reporting are available to customers.
Incident management type
Supplier-defined controls
Incident management approach
Incident Management processes is based around ITIL best-practice where incidents are categorised based on the incident type, severity and impact on the client’s operations.
• Logging – by telephone, email or from Web Interface.
• Triage –analyst’s review and allocate to most appropriate resolver group.
• Investigation and detailed diagnosis –operations team determines the likely resolution.
• Contact Process – customer kept informed during the incident process.
• Resolution – the point where services are restored and the customer is informed.
• Complete – the point at which both the client and Adept4 agree on the incident being completed.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
To be confirmed.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Adept4 use Microsoft’s Azure cloud which has been carbon-neutral since 2012. Half of the energy it uses comes from 1.2 gigawatts of wind, solar, and hydro-electric sources, which the company expects to make 60 percent by 2020 and 100 percent at some point in the future.

Pricing

Price
£250 to £1000 per server per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We offer a free 30 day trial account for new customers.
Customers can create up to 2 Virtual Machines and store and run as normal (excludes backup) during the trial period.

Service documents

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