ADM Interactive

Cloud Software

Our professional and trusted software management services help the customers to take care of all the elements of software services, including but not limited to 24/7 health and uptime monitoring, 24/7 critical incident response, security patching, code deployments and other DevOps related work.

Features

  • Remote support
  • Bespoke design complying with industry standards
  • real-time reporting
  • secure client dashboard

Benefits

  • Content management on the move
  • real -time scalable service
  • Customisable to your Business needs
  • Designed in such a way to provide peace of mind

Pricing

£83.75 to £382.44 per person per hour

Service documents

Framework

G-Cloud 11

Service ID

5 9 7 1 0 2 6 0 7 8 9 6 4 7 8

Contact

ADM Interactive

Kevin London

+00447894202155

salesuk@admcloudtech.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
As a public cloud provider we are governed by planned maintenance
System requirements
Not Applicable (we provide software solutions across all disciplines)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our team will respond to questions and requests within three to eight hours. Response times differ on weekends and holidays, but we guarantee responding to all urgent queries.
Critical incident related queries will be handled by our 24/7 monitoring team every day of the week. Response times are within 30 minutes to 8 hours depending on (a) the criticality level of the issue reported, and (b) the impact on the service.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
All our clients have their own dedicated project manager, who personally supports the client during the working hours and help the client with all technical and general information queries.

Additionally, we offer the services of our 24/7 monitoring team, who will be answering incident queries and who report all critical incidents every day around-the-clock.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a dedicated project manager for the duration of the project and beyond. We can also provide secure video online training programmes that can be tailored to the organisation.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
An exit project will commence upon contract notice being initiated all data will be extracted before the final contract date in accordance with GDPR regulations
End-of-contract process
Data and service migration at the end of the contract will be chargeable unless otherwise agreed, rates are in line with the current price guide.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • 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
In most cases the software is designed so that the same solution would work on mobile and desktop. However, in some scenarios where the mobile and desktop use case is different, there will be dedicated UI build for mobile and desktop.
Service interface
No
API
Yes
What users can and can't do using the API
API requirements and functionality are designed and developed for the actual need of the client.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The majority of the services are designed and built to the client's requirement. This enables the client the freedom to choose and customise their solution.

Scaling

Independence of resources
In order to create a highly flexible and secure software platform we use a template design that automates the build process. We have multiple layers of security to ensure no resources or data can be shared. We utilise multi-factored authentication and under the requirements of the client an authoritative procedure.

Analytics

Service usage metrics
Yes
Metrics types
Full dashboard analytics with historical data capture.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
By default, there is always a way to export raw data from the database in SQL (if SQL database used), or in JSON (if NoSQL database used). However, there is also an option to build exporting functionality for any format requested.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
  • 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

Guaranteed availability
Service Credits are a percentage of the Monthly Services Charge due to ADM for that Calendar Month

99.5% or higher No compensation due – service level met or exceeded
99.49%-99% Between 216 and 432 minutes of Downtime 2%
98.9%-98% Between 433 and 864 minutes of Downtime. 4%
97.9%-97% Between 865 and 1296 minutes of Downtime 6%
96.9%-95% Between 1297 and 2160 minutes of Downtime 8%
Less than 95% More than 2160 minutes of downtime. 15%
Approach to resilience
Subject to requirements and available on request
Outage reporting
Email alerts
Secure dashboard with historical event logs

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Implemented according to requirements.
Access restriction testing frequency
At least once a year
Management access authentication
Other
Description of management access authentication
Implemented according to actual functional requirements.

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
User-defined

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
AICPA SOC 1/2/3

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
GDPR; PCI DDS; AICPA SOC 1/2/3
Information security policies and processes
Information security policies are defined and documented. It is ensured that all employees are familiar with the security policies and have signed a document stating it.

The following policies are defined:
- Acceptable Use Policy
- Access Control Policy
- General Information Security Policy
- Remote Access Policy

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Implemented according to actual requirements.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Information is gathered from various sources, including monitoring of official security mailing lists and CVE feeds. This information is analyzed by support team and fixes are deployed according to the threat level of the vulnerability and effective SLA.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All services supported and managed by ADM have multiple monitoring tools and thresholds. Along with daily checks the platform has triggers defined by the software and client requirements. In the event an alert is triggered our NOC will be notified along with the severity. We monitor 24/7 and in the event an issue takes place the software is potentially isolated in order to minimise risk. Patches are then applied or rebuilt based on the severity of the issue.
Incident management type
Supplier-defined controls
Incident management approach
The process for managing an incident starts with the monitoring software that alerts the NOC. A ticket is then raised to capture all information and remedial actions for further diagnosis.

Any specific client(s) affected are notified by email and/or phone and regular updates are provided (defined by the clients requirements).

Users can notify us via email and/or phone depending on the severity and if for any reason the monitoring doesn't alert.

All ticket information is shared and provided to the client within 72 hours of incident closure

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£83.75 to £382.44 per person per hour
Discount for educational organisations
No
Free trial available
No

Service documents

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