Syntel Europe Ltd.

Cloud Application Management and Maintenance

Atos-Syntel provides support for applications hosted in the Cloud i.e. Oracle Cloud,Azure,Pivotal Cloud Foundry,OpenShift,AWS,Google Cloud Platform, Amazon-Elastic-Compute-Cloud(EC2),IBM’s Blue Cloud,Sun Cloud,Google AppEngine&Microsoft Azure Services Platform. It provides applications related support services including service management and reporting, integration, release and testing support. Includes management of VM's, Containers, Microservices, API's etc

Features

  • Incident management, problem management and change management
  • ISO27001 certified
  • Service management and reporting
  • Resource usage optimisations: cloud and on-premise
  • Release management: automation and DevOps practices
  • Programme transformation and business process revision
  • Environment management and monitoring
  • Ensuring data integrity & access controls
  • User access management & periodic audit of access rights

Benefits

  • End to End Cloud Application Maintenance
  • Understanding of leading-edge movements and the related tooling (e.g. DevOps)
  • Cloud-ready solutions for migrations and transformation programmes
  • Focus on automation and avoiding manual tasks
  • Best practices and guidelines ensures optimum benefits of cloud movement
  • Agile and flexible
  • Proactive monitoring and automated scripts for consistent support levels
  • Checks compliance and regulatory aspects
  • Well defined approach for tech stack standardization

Pricing

£370 to £1650 per person per day

Service documents

Framework

G-Cloud 11

Service ID

7 7 6 0 4 9 5 2 8 9 0 1 3 1 3

Contact

Syntel Europe Ltd.

Mr. Jagjeet Kooner

+447557213267

jagjeet.kooner@atos.net

Service scope

Service constraints
Atos-Syntel Cloud Hosting support services will be designed to align with client Cloud Vendors agreements
System requirements
Underlying Client to Vendor Cloud Agreements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Atos Syntel follows Service level guideline definition process with its Clients, which is agreed at individual Agreement level. Typically Service levels for the Acknowledgement/Response Time for any questions are listed below:
Severity 1 issue- 2 hours
Severity 2 issue- 4 hours
Severity 3 issue- 1 Business Day
Severity 4 issue- 1 Business Day
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
Atos-Syntel’s Support Desk provides world class support services to its customers. Atos-Syntel’s Support Desk - led by ITIL methodology is a functional unit made up of a dedicated number of staff responsible for dealing promptly via telephone calls, emails and client provided web interfaces. Support Levels Level 0 - Help Desk support (UK Business hours 9 AM to 5 PM) via Phone calls / emails Level 1 - Business / Technical SME's for initial functional / technical triaging Level 2 : Technical RCA and suggest workaround Level 3 : Managing the changes / small enhancements Team will adhere to SLA as agreed with clients
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide training as appropriate - please see service definition documentation.
Service documentation
No
End-of-contract data extraction
Dependent on services - We will help customer migrate data to alternate systems of their choice, using interfaces and a range of migration tools. Please see service definition documentation.
End-of-contract process
Dependent on services - We would not charge for any reverse knowledge transfer, back to the client or other third party. Documentation is provided free.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Dependent on services agreement with Client.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Supplier mandated compliance controls are followed
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
No

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Dependent on services and agreed SLA's but we provide 99% availability to our customers.
Approach to resilience
Available on request
Outage reporting
Real time monitoring and report via email, etc

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
User based authentication
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
ISO27001, ISO9001

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
Configuration and change management process
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Well defined vulnerability management process.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Recognized standard
Incident management type
Undisclosed
Incident management approach
Incident management process is documented and shared

Secure development

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

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Virtualization

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£370 to £1650 per person per day
Discount for educational organisations
No
Free trial available
No

Service documents

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