Net Support UK Ltd

Internet Network Services

We are experts in providing all aspects of connectivity (including dark fibre) across Wales and the South West of England. As a leading independent Internet Service Provider that transforms how people connect, communicate and collaborate, we can also supply additional network security to ensure that customers meet their connection requirements.


  • Tailored set of network connections/circuits for access to cloud services.
  • A range of premium Edge-to-core & wireless/wired network services
  • Advanced End-Point Protection Solution that protect organisations
  • Get access to Online colloboration tools like Microsoft Office365
  • Spectrum Internet provides Full Analytics and network reporting
  • Provide functionality that define how all traffic is processed
  • Provide all the planning, installation/support services for your network


  • Connect across a range of wired & wireless services
  • Mitigate the risks associated with data loss/system integrity
  • UK based ITIL compliant contact & service centre
  • Cyber Essentials Plus certified service
  • Expert consideration on network security & change management


£50 to £5000 per unit per month

Service documents

G-Cloud 10


Net Support UK Ltd

Claire Brown


Service scope

Service scope
Service constraints As an ISP we utilise our own network investments & our core network that covers SW Wales and the South West England. Were appropriate we use the open market to source network circuits.
System requirements Minimum contract term for network circuits is 12mths.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All network circuits are monitored in-line with their specific SLA's. Support issues and communication are handled as appropriate by the service desk.
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 Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing Text only service with development and upgrades been scheduled.
Onsite support Yes, at extra cost
Support levels We provide an ITil aligned service desk that monitors the network services. There is a clearly defined escalation process and full SLA details are available in the individual service descriptions.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A full on-boarding process is provided with a single contact number with support email address.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Not applicable. This service does not retain any customer data.
End-of-contract process At the end of the contract, customers are able to renew their contract. If they chose not to, all Spectrum Internet hardware will be collected and returned. The circuit will be terminated and connectivity will no longer be available. Full details are available in the Terms & Conditions.

Using the service

Using the service
Web browser interface Yes
Using the web interface Over the next 12mths (Jun-17) we will be developing and deploying a rich customer provisioning portal that will enable customers to interact with the service.
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing To be confirmed
Command line interface No


Scaling available No
Independence of resources Full SLA details are available in the Service Descriptions.
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other


Infrastructure or application metrics Yes
Metrics types
  • Network
  • Number of active instances
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Other
Other data at rest protection approach This is a network service and only deals with Data in transit.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery No

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

Availability and resilience

Availability and resilience
Guaranteed availability All network circuits have their own specific SLA's. All networking services also come with Service descriptions and Service level Agreements (SLAs).
Approach to resilience Not applicable for this service.
Outage reporting All outages are managed via the Operations centre in Cardiff. All customers are advised via primary contact means (SMS, EMAIL) and secondary contact means (Social media & Website)

Identity and authentication

Identity and authentication
User authentication Other
Other user authentication The service is not deemed on a per user basis.
Access restrictions in management interfaces and support channels All admin and support access is controlled on a role based on named individual accounts. Individual identities are managed through a central managed identity service.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Other
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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)

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
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 User-defined

Standards and certifications

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Cyber Essentials Plus
Information security policies and processes We have internal Security Policies governing our use staff's use of internal systems and systems used to deliver customer services. This includes sections outlining user access controls, password policies and physical security issues.  We have an internal ISMS aligned with ISO 27001. In addition we have customer Acceptable Use policies which contain sections relating to the safe and secure use of the services. 
Where appropriate, technical controls are in place to  enforce and detect compliance with policies. 
All security policies are reviewed semi-annually.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All elements of the service provision have a baseline agreed configuration which is recorded at point of delivery. All configuration changes are subject to a defined Change Management process which includes assessments for operational, security and commercial impacts. All Change Requests require internal peer-review and customer sign-off before action and include risk analysis and roll-back plans.
Vulnerability management type Undisclosed
Vulnerability management approach We operate and internal CVE process which governs how we identify, assess and remediate vulnerabilities. Risks are identified from a  number of sources, including the CVE database and CISP vulnerability reports, as well as supplier alerts. All vulnerability risks are allocated to a subject-matter-expert for impact analysis and remediation planning. Patches are deployed ASAP according to risk analysis based on possible impact of vulnerabilities, service disruption form patch process, guidance from suppliers and availability of other mitigations.
Protective monitoring type Undisclosed
Protective monitoring approach All services are monitored against key performance criteria including availability, latency and capacity. Service have defined alerting thresholds and monitoring identifies unusual activity. In addition we subscribe to external sources such as CISP to help identify potential compromises on our or our customers networks and customers are advised accordingly.
Incident management type Supplier-defined controls
Incident management approach Incidents are raised either automatically by our monitoring services or reactively via customer contact. 
Users can report incidents either by telephone directly to a dedicated Support Desk or via email. 
Incidents are automatically logged on our system, allocated a tracking reference number and prioritised in to a work flow based on urgency, impact and individual service SLA. Significant incidents and breaches of SLA are reported individually back to customer contacts. Summary service reports are produced quarterly as part of service-management. Individual incident reports can also be requested on an ad-hoc basis.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres No


Price £50 to £5000 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
Terms and conditions document View uploaded document
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