We provide Atlassian Server applications as a cloud service: JIRA Core, JIRA Software, JIRA Service Desk, Confluence, and Crowd.
We also support all add-ons by Atlassian and a wide range of Marketplace add-ons.
Reduce the cost, complexity, and risk of ownership by using our service.
- Powered by AWS
- Availability SLA
- Automated fail-over capacity
- High performance
- Data security (SSL and encryption)
- Daily backups
- Infrastructure monitoring
- Infrastructure management (OpsWorks)
- Free setup and configuration
- Reduced cost of ownership
- Reduced complexity of ownership
- Reduced risk of ownership
- Affordable and predicable monthly fee
- No capital expenditure
- Data security
£100 per instance per month
New Verve Consulting
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
We currently only support hosting and support for JIRA software, JIRA core, JIRA service desk, Confluence, and Atlassian Crowd.
We will be adding more applications throughout 2017-2018.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
We offer two main SLAs - Standard and Premium.
- Standard: 09:00 - 17:00 GMT/BST, Business days
- Premium: 08:00 - 20:00 GMT/BST, Business days
Business days = Monday to Friday, excluding bank or public holidays in Scotland.
- Standard (Blocking): 1 hour
- Standard (Critical): 4 hours
- Standard (Major): 1 day
- Standard (Minor): 5 days
- Premium (Blocking): 1 hour
- Premium (Critical): 2 hours
- Premium (Major): 4 hours
- Premium (Minor): 2 days
The terms blocking, critical, major, minor are defined in our SLA.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Onsite support|
Our service plans ensure that your Atlassian server and cloud applications are supported and maintained within a solid Service Level Agreement.
As well as benefiting from seamless application upgrades, your team will gain access to our user-friendly service desk for raising and tracking queries in a transparent way.
Each of our plans include a basic provision of support hours to cover your high priority needs. If you need additional help to set up, configure, and administer your Atlassian applications, you have the option to purchase extra 'bolt-on' support hours at competitive prices.
STANDARD monthly pricing is as follows (Standard SLA, Monday - Friday, 09:00 - 17:00 GMT/BST): £299 / month. Includes 5 hours of support per month. Bolt-on pricing:
+ 10 hours / month: £750
+ 20 hours / month: £1,425
+ 30 hours / month: £2,025
+ 50 hours / month: £3,000
PREMIUM monthly pricing is as follows (Premium SLA, Monday - Friday, 08:00 - 20:00 GMT/BST): £549 / month. Includes 10 hours of support per month. Bolt-on pricing:
+ 10 hours / month: £1,100
+ 20 hours / month: £2,090
+ 30 hours / month: £2,970
+ 50 hours / month: £4,400
|Support available to third parties||No|
Onboarding and offboarding
We provide a wide range of bespoke training and support.
Atlassian also provides their own product documentation.
We are also an authorized Atlassian Training Partner, meaning we can deliver certain University courses in a classroom-based environment. Refer to service description for more details.
|End-of-contract data extraction||Full database and file-system backups in archived password-protected format.|
Daily backups are included in hosting plans as standard - if more regular backups are required, these come at additional cost.
Setup and configuration is included at no extra cost in hosting plans, but migration from legacy services are priced separately based on client needs.
Support plans include complimentary support hours each month (5 for standard plans, 10 for premium). Any additional support hours are charged separately.
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
JIRA: Refer to Atlassian's website here - https://confluence.atlassian.com/jirasoftwareserver073/using-jira-on-a-mobile-device-861256319.html
Confluence: Refer to Atlassian's website here -
|Accessibility standards||None or don’t know|
|Description of accessibility||
Atlassian is auditing their products to ensure they are compliant with Section 508 and WCAG 2.0 AA.
Refer here for more detail: https://confluence.atlassian.com/display/ACCESSIBILITY/JIRA+VPAT+for+Section+508+compliance?_ga=1.266455822.12832084.1485857756
|Accessibility testing||Refer to Atlassian.|
|What users can and can't do using the API||
Java and REST APIs are both available and fully documented by Atlassian here:
|API documentation formats||
|API sandbox or test environment||Yes|
|Independence of resources||
Every customer gets their own independent application server which is scaled according to their needs.
Application data is stored on a RDS instance and we can scale resources with load.
|Service usage metrics||Yes|
|Metrics types||Site statistics are available directly from the applications. Bespoke statistics and reporting are available via Marketplace add-ons and/or bespoke implementation work performed by New Verve Consulting.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||Less than once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||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||
Full data exports are available at the server-level on request as database exports and file-system dumps.
Content can be exported in CSV, HTML, and XML format directly from the applications.
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Other protection between networks||
All components of the hosting infrastructure communicate over SSH-secured network connections and OAuth-authenticated application links.
All servers reside within an Amazon Virtual Private Cloud (VPC) with a dedicated virtual firewall per server.
All application servers are exposed to the Internet on port 443, allowing HTTPS access to the outside world.
All SSH access is strictly controlled through the use of AWS security groups and EC2 key pairs.
|Data protection within supplier network||
Availability and resilience
We offer service credits in respect of each calendar month during which the hosted services uptime is less than the monthly uptime percentages listed below. The credit percentage is based on monthly hosted services charges.
- Less than 99.9% but equal to or greater than 99.0%: 10%
- Less than 99.0%: 25%
|Approach to resilience||Available on request.|
A password protected dashboard for all planned and unplanned events.
All components of the hosting infrastructure are monitored on an ongoing basis for performance, reliability & security metrics using Amazon CloudWatch. Email alerts are sent to pre-configured mailing lists accordingly.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
All access is based on individual user accounts with password protection.
All SSH access is strictly controlled through the use of AWS security groups and EC2 key pairs.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|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|
|Other security accreditations||Yes|
|Any other security accreditations||
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
We have a formal policy in place for the business and it can be forwarded on request.
It applies to all Partners, Employees and Suppliers to New Verve, contractual third parties and agents of New Verve who use New Verve IT facilities and equipment, or have access to, or custody of, customer information or New Verve Consulting information.
Events and weaknesses must be reported at the earliest possible stage as they need to be assessed by the data protection officer (defined in a separate Data Protection Policy), who will identify from the information provided when a series of events or weaknesses have escalated to become an incident.
All Information Security Events or Weaknesses are reported immediately using our JIRA ticketing system. If an event or weakness is detected, users immediately raise a JIRA ticket with Blocker priority in an internal JIRA project.
We have a table which defines risk levels, typical incidents for each along with initial response times and ongoing response obligations.
Our policy is governed internally and responsibilities are reviewed every 6 months.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Available on request.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
All application vulnerabilities are identified by Atlassian and forwarded to us.
We provide our customers with written notice for all security updates. Once we identify the relevant security risk, we fully complete testing of any updates before rolling out to the customer's production environment according to the recommended and agreed schedule with the customer.
Any security advisories issued by AWS are implemented as above.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Refer to Information Security Policy. Full processes available on request.|
|Incident management type||Undisclosed|
|Incident management approach||Refer to Information security policy.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£100 per instance per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||
We offer a 30-day trial to JIRA and Confluence.
Backups and monitoring are excluded.
|Link to free trial||https://www.newverveconsulting.com/atlassian-solutions/support-services/managed-hosting#free-trial|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|