Comtact Limited

Aurora365 IT Infrastructure Monitoring Managed Service for SolarWinds

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.

Features

  • 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

Benefits

  • 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

Pricing

£1.50 to £33.80 per unit per month

Service documents

G-Cloud 9

479545443649547

Comtact Limited

Ian Taylor

08452 75 75 75

itaylor@comtact.co.uk

Service scope

Service scope
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

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels 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

Incident fix:
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

Onboarding and offboarding
Getting started 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 Activities

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.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Download from the web portal in CSV or PDF formats.
End-of-contract process 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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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.
Accessibility testing None.
API Yes
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 documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customised dashboards.
Custom thresholds.
Custom alerts and definitions.
Customised application monitoring.
Customised network device monitoring.
Custom reports.

Scaling

Scaling
Independence of resources Effective and automated capacity planning.

Analytics

Analytics
Service usage metrics Yes
Metrics types Number of nodes
Number of elements
Number of transactions
Availability / Service uptime
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
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
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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 importing and exporting
Data export approach Data can be downloaded in CSV or PDF formats.
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats Other
Other data import formats
  • SysLog
  • SNMP
  • WMI
  • SSH

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.99% availability.

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

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
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

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 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
PCI certification No
Other security accreditations No

Security governance

Security governance
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.

Operational security

Operational security
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.

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 Joint Academic Network (JANET)

Pricing

Pricing
Price £1.50 to £33.80 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
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
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