Microland resells cloud services with a strong differentiator and value-added services that allow customers to deploy and run business critical applications in a highly scalable, resilient and secure environment on Microsoft Azure, Amazon AWS and Google Cloud Platform.
- Design the platform to meet resilience, security and compliance requirements
- Flexible pricing models
- DevSecOps and Service catalogue based provisioning of resources
- Zero touch deployment of applications using configuration management tools
- Self-managed or fully managed platforms
- Multiple support locations
- Flexible and Tiered support windows - 8x5, 16x5, 24x7
- Hybrid support model – nearshore and offshore
- Security Cleared support teams
- ITIL based Incident, Change, Service Request and Release Management
- Environment managed by cloud certified resources
- Continuous compliance and cost management
£0.006 per instance per hour
|Service constraints||No. The scope of the services are defined based on customer requirements. During the discovery phase of the engagement, Microland ensures that the relevant infrastructure, security, data, content and application needs are met and the scope of the engagement is mutually agreed.|
|System requirements||Nothing specific|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Ticket response is based on priority of the event/incident/request. 15 minutes is the minimum commitment for Priority 1 incidents on a 24*7 service coverage. Responses for other Priorities will vary from 30 minutes to 4 hours.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
|Support levels||We provide Silver, Gold and Platinum level of support. This is based on support coverage of Silver 8x5, Gold 16x5, Platinum 24x7. Microland provides a designated Account Manager and a Service Delivery Manager for service governance.|
|Support available to third parties||Yes|
Onboarding and offboarding
Microland has a defined on-boarding process which encompasses planning the service, deploying and configuring the platform and tools to meet customer specific requirements, assessing the service readiness and knowledge transfer. This includes:
1. Planning key dates for the transition
2. Developing risk mitigation plans
3. Knowledge Sharing to ensure the team are trained in client specific applications where necessary
4. Acceptance Criteria to ensure that both parties agree on what constitutes service readiness, and allows us to transition seamlessly into a full support model
5. Introduction and Training on the Service Desk for clients and third parties
6. Ways of Working sessions to agree how we work with key stakeholders, and define ways to report status.
7. Handover and Transition
The handover phase is designed to ensure that the technical teams gain a thorough understanding of the service and/or applications that are being supported. During transition, a Technical Support Document (TSD) is created which forms the kernel of our knowledge base. This is maintained as a living document throughout the life of the support service and includes details such as release processes, branching strategies, runbooks and QA Test Cases (automated and manual) documentation, among others.
|Other documentation formats||MS Word|
|End-of-contract data extraction||
As part of the off-boarding process, Microland engages with the customers or nominated supplier and performs the below activities:
• Planning key dates for the transition
• Developing risk mitigation plans
• Knowledge Sharing to ensure the new team have all documentation passed to them
• Acceptance Criteria to ensure that both parties agree on what constitutes service readiness, and allows the client to transition seamlessly their new supplier
Microland shall provide all run books and technical documentation, and any source code files required as part of the handover process. These documents and information can be passed on directly to the customer or to the nominated supplier.
Extract data from the platform – Microland shall provide all the required assistance and work with the customer to decommission the existing environment and delete/handover all data including backups and archives .
Transfer of the subscription - Microland can transfer the subscription that hosts customer applications back to the customer and handover all the privileged access accounts. Customer can then continue to run the environment in-line with the business requirements.
Using the service
|Web browser interface||Yes|
|Using the web interface||
Customer applications will be deployed on the Cloud which has a web interface for provisioning, administering and monitoring resources. Microland can provide customers with role based access to the resources via this interface.
Microland's ITSM tools and dashboards are accessible over a web browser.
The interfaces provide a very wide range of features. As part of the service definition phase, we will provision the relevant features and permissions for the various activities.
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||The AWS, Azure or Google Cloud Platform management console are accessible over the internet. The ITSM tools can be made accessible over the internet or over an IPSec VPN connection that Microland setups between customer on-premises and the public Cloud environment.|
|Web interface accessibility testing||None|
|Command line interface||No|
|Independence of resources||
While the underlying infrastructure provided by AWS, Google and Microsoft are shared across multiple customers, Microland ensures that services are independently maintained and logically isolated using the cloud provider’s native controls.
Microland works with the customer to understand performance and capacity baselines and architect the solution to support the needs and anticipated scalability requirements.
Once in production, Microland support teams pro-actively monitor and manage all service supporting components in the Cloud.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Amazon Web Services, Microsoft Azure, Google Cloud Platform (GCP)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||This is a fully customisable feature. Microland works closely with the customer during the scoping phase to define and implement a backup strategy that meets specific business requirements. At a minimum, all machines are backed up fully each week, we perform a full backup of all data sets every week and incremental backups every night. Additional backup can be performed before any major change if required. The service retains backups for disaster recovery purposes only, not for content archiving, therefore only 14 days of backups are retained as standard.|
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Users contact the support team to schedule backups|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Microland provides availability SLAs ranging from 99.0% up to 99.99%, based on customer requirements. We monitor all aspects of the platform to ensure availability is measured effectively. Our SLAs covers all components of the infrastructure, including compute, storage and networking. We can also provide an availability SLA for the applications using our Application Support service.
Service credits are calculated on a percentage of the monthly hosting fees, based on the difference between the achieved SLAs and the target SLA. They are credited monthly in arrears.
|Approach to resilience||
The resilience built into the platform depends entirely on customer requirements. Our solutions are architected to use the native redundant and fault tolerance features of the cloud. Compute resources and data are distributed across multiple availability zones (and regions, where required) to provide adequate fault tolerance for all disaster scenarios. Environments can be configured to scale up and down in line with demand if the applications support it. As part of our application transformation service, we can replace certain components of the estate with cloud native services to provide better resilience at a lower cost.
We automate all processes related to infrastructure and application deployment, configuration management, testing and patch management to minimise outages associated with human error.
|Outage reporting||During the service initiation and on-boarding phase, Microland will provide detailed documentation of our incident response processes and escalation matrix. Our pro-active monitoring framework and ITIL based Incident Management process ensures the detection and logging of incidents as well as the effective response of technical and management teams to restore business services in line with SLAs. In the event of an outage when an automated incident is received, all communications will be handled as part of the incident management process. Microland will provide regular updates in the tickets to ensure is fully aware of the measures being undertaken to address the issue. All outages will be reported in detail as part of monthly service level reporting as well.|
Identity and authentication
|Access restrictions in management interfaces and support channels||We provide named accounts for every individual to all tools and services. It ensures that all activities performed can be tracked. We recommend customers to enable a two factor authentication process. This can be extended to 3rd party providers as well.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
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||Yes|
|Who accredited the ISO/IEC 27001||BSI India which is accredited to ANAB issued the certificate|
|ISO/IEC 27001 accreditation date||11/12/2016|
|What the ISO/IEC 27001 doesn’t cover||Any services that does not fall under the category of “managed annuity services” are not covered.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Microland has rigorous processes for all activities related to the development, configuration, management and support of applications and infrastructure. The processes and controls are tailored to meet the needs of your security standards and policies.
If an incident is identified as being a security incident either by an investigating engineer or by a security monitoring system, it is assigned a higher level of priority. The issue is immediately escalated to senior technical colleagues. The service design and architecture team, the service delivery manager and the senior management team form a dedicated Security Response Team.
Relevant client stakeholders are informed immediately and the further progress of investigation and resolution can involve teams and workflows, depending on business impact and compliance issues.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Our Change management process aligns to ITIL guidelines. All changes are submitted to a change board where they are technically reviewed, risk-assessed, scheduled and then re-reviewed post-implementation. All service impacting changes are executed out of business hours. We will work with you to identify the best times for making changes within your environment as well as times of the month/year that are not suitable for changes (i.e. change freeze periods). All outages will be displayed on our service dashboard. You will be notified of all changes well in advance via email as well as during service review meetings|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Security reviews are performed on a regular basis and any issues are flagged up and fixed on priority. We also offer automated security testing during the release cycle to identify vulnerabilities including the top 10 OWASP vulnerabilities. We can perform the vulnerability and security audit as part of the service, provide access to any organisation that you use or identify a 3rd party organisation to carry this out as part of the service.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||A centralised log management platform is used to log and audit access and intrusion detection that provide real-time searchable data for an holistic view of security. If an attack is detected, alerts will be raised and outputs from the logging platform used to create a mitigation response. These alerts are integrated into our support service. All incidents and security events are resolved under SLA. We also understand that you may want to retain complete visibility and control of the hosted environment – in, such cases we can configure all logs and events to be forwarded to your log management solution.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Our ITIL aligned Incident Management process ensures the detection and logging of all incidents and requests. All critical system generated messages as well as user requests are logged in our service management tool. Incidents are triaged and assigned to the relevant support team to resolve within SLA. The Incident management process enables management team and the right technical teams to be engaged quickly and respond effectively in order service is restored as swiftly as possible.|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||Yes|
|Who implements virtualisation||Third-party|
|Third-party virtualisation provider||VMWare, Citrix XenServer|
|How shared infrastructure is kept separate||Organisations have complete control over virtual networking environment, including IP address range, creation of subnets, and configuration of route tables and network gateways. IPv4 and IPv6 can be used in the VPC for secure and easy access to resources and applications. The network configuration can be easily customised within the VPC. Additional security controls like security groups and network access control lists can be implemented to help control access to instances in each subnet. Access to the VPCs can be restricted to specific IP addresses as well as over an IPSec VPN between the customer premises and the cloud platform.|
|Price||£0.006 per instance per hour|
|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|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|