Cloud-based IT network monitoring application, providing clients with a single, secure dashboard view of their entire IT estate - fully managed by our SolarWinds-certified professionals.
Monitored 24x7x365 from our UK Tier 3, ISO27001 data centre to proactively manage performance issues - before they impact business.
Service guarantee 99.99% up-time.
- Network Performance Monitoring - Availability & performance management
- Server & Application Monitoring - Availability & performance management
- Network Traffic Analyser - Utilisation & bandwidth monitoring
- Network Configuration Management - Automated configuration, audit & compliance
- Web Application Monitoring - Monitoring of web applications
- Virtual NOC support - Provided from our UK NOC, 24x7x365
- Fully Managed - By experienced SolarWinds-certified professionals
- Single, secure dashboard of your entire IT estate
- Eliminate downtime, transform IT assets into 'Always On' services
- Support mission critical cloud services
- Efficiently manage and optimise IT infrastructure performance
- Free-up IT teams' resources
- Transform from a 'Reactive' to 'Proactive' IT organisation
- No need to train / retain highly skilled in-house resource
- Secure - Hosted in Tier 3 (UK) ISO27001 data centre
£1.50 to £33.80 per unit per month
08452 75 75 75
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Monthly planned maintenance windows are carried out on the last Saturday of the month.|
|System requirements||Vendor agnostic using OSI protocols|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Email response: 1 Hour Mon-Fri 08:00 - 18:00
Email response: 8 Hours all other times
Telephone response 24/7/365 immediate response.
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
For support issues with the application/platform, these are as follows and are inclusive:
Communication response (by contact method):
Email Response: 4 hours
Phone Response: 15 minutes
P1 Critical - 4 hours
P2 High - 8 Hours
P3 Medium - 24 hours
P4 Low - 48 Hours
P5 - 72 hours
Our VNOC Services provides an in-person response to a fault detected by our monitoring.
We provide our incoming customer a full escalation matrix with 3 layers of management.
|Support available to third parties||Yes|
Onboarding and offboarding
We set-up the platform through a staged project, fully inclusive as part of our managed service.
Deployment project activities and deliverables to deploy Aurora365 in a fit-for-purpose configuration:
Project Kick-Off Meeting - to ratify the service and deployment project scope.
Project Plan Development & Presentation - detailing the agreed timescales for deployment.
Design Workshop – to agree Go-Live Thresholds, Performance Metrics, Management Parameters, Ticketing System and other third-party Monitoring System Integrations and Dashboard customisations.
Implementation – Implementation as per project plan.
Handover of the Platform - be it our NOC, or the Customers' support operation.
Project Close-Out - A 360 review of the deployment project.
|End-of-contract data extraction||Download from the web portal in CSV or PDF formats.|
All customer data is removed from the platform and access to the platform is revoked for all customer-approved users.
VPN connectivity to the private cloud is decommissioned.
This is all included within the agreement.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||None. Browser-based application, which will work on any internet-enabled device.|
|Accessibility standards||None or don’t know|
|Description of accessibility||Standard web application.|
|What users can and can't do using the API||Any API usage would be managed by Comtact as part of the managed service agreement.|
|API sandbox or test environment||Yes|
|Description of customisation||
Custom alerts and definitions.
Customised application monitoring.
Customised network device monitoring.
|Independence of resources||Effective and automated capacity planning.|
|Service usage metrics||Yes|
Number of nodes
Number of elements
Number of transactions
Availability / Service uptime
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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 every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Data can be downloaded in CSV or PDF formats.|
|Data export formats||
|Other data export formats|
|Data import formats||Other|
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Service credits are applied based on any failure to meet guaranteed levels of availability.
|Approach to resilience||Available on request.|
|Outage reporting||Email alerts and a private dashboard.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Username and password.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||Username or password|
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||24/1/2013|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||ISO 27001-certified Information Security Management System (ISMS), based upon a robust framework of information security policies and procedures.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
The scope of change management covers changes to service assets and configuration items across the whole service lifecycle.
All changes are recorded and then evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner, with necessary corrective actions taken, inline with ITIL methodology.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Potential threats are assessed through Penetration Testing.
Patches are deployed as soon as they are published by a vendor, during a maintenance window.
Information on threats supplied by vendors.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Comtact has a fully managed Security Operations Centre (SOC), running a Security Information & Event Monitoring platform.
Response are automated when possible. Otherwise, these are logged as security incident and responded to accordingly, following our Security Incident Management process.
Response is immediate 24/7/365.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Predefined processes for common events.
Incidents are either automatically alerted upon, or reported by users. Incident reports are provided on request.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Connected networks||Joint Academic Network (JANET)|
|Price||£1.50 to £33.80 per unit per month|
|Discount for educational organisations||No|
|Free trial available||No|
|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|