CONCENTRIX CATALYST LTD

Experience Definition

As a partner of both AWS (Advanced Tier Consulting Partner) and Microsoft, 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

£20,000 to £150,000 a unit

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sam.tanham@tigerspike.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 6 6 7 2 5 2 9 0 8 4 0 4 2 4

Contact

CONCENTRIX CATALYST LTD Sam Tanham
Telephone: 02071486600
Email: sam.tanham@tigerspike.com

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

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

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

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

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

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

Supplier type
Not a reseller

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
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 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 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

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

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

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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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

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

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£20,000 to £150,000 a unit
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sam.tanham@tigerspike.com. Tell them what format you need. It will help if you say what assistive technology you use.