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

G-Cloud 11

776049528901313

Syntel Europe Ltd.

Mr. Jagjeet Kooner

+447557213267

jagjeet_kooner@syntelinc.com

Service scope

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

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

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

Using the service
Web browser interface No
API No
Command line interface No

Scaling

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

Analytics

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

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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
Backup and recovery No

Data-in-transit protection

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

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

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

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

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 ISO/IEC 27001
Information security policies and processes ISO27001, ISO9001

Operational security

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

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

Separation between users

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 efficiency
Energy-efficient datacentres No

Pricing

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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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