Syntel Europe Ltd.

Cloud Hosting Support Services (Compute, Security, IAM, Database and Network)

The Atos-Syntel Center of Excellence (CofE) for Cloud Hosting Support helps customers manage Public, Hybrid and Private Cloud Platforms. Atos-Syntel's mature CofE is experienced with leading Cloud providers and platforms including Pivotal Cloud Foundry, OpenShift, Microsoft Azure, AWS and Google. The Cloud Hosting Support includes VM's, Containers, Microservices & API's.

Features

  • Monitoring of cloud resources e.g. VM, network elements, DNS
  • Handling Incident, problem management, service requests
  • Creating new projects/accounts in cloud
  • User access management & periodic audit of access rights
  • Billing trend analysis
  • Managing Images, snapshots, auto-scaling groups
  • Creating security policies & security groups
  • Ensuring data integrity & access controls
  • Ensuring data security via encryption at rest & in transit
  • Periodic assessment of cloud environment & using best practices

Benefits

  • End to End Cloud Hosting support
  • Provide periodic quantitative metrics to analyse and optimize cloud resources
  • Best practices and guidelines ensures optimum benefits of cloud movement
  • Proactive monitoring and automated scripts for consistent support levels
  • Process driven, SLA based cloud support services
  • Reduction in TCO by continuous optimization

Pricing

£370 to £1650 per person per day

Service documents

Framework

G-Cloud 11

Service ID

7 9 1 1 1 0 7 7 0 3 6 7 3 2 6

Contact

Syntel Europe Ltd.

Mr. Jagjeet Kooner

+447557213267

jagjeet.kooner@atos.net

Service scope

Service constraints
Atos-Syntels 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
Onsite support
Support levels
Atos-Syntel’s support Desk provides support to its customer with world class Support Services. 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 interface.

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. Please see service definition documentation.

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 - please see service definition documentation.
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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • 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.- please see service definition documentation.
Approach to resilience
Available on request
Outage reporting
Real time monitoring and report via email, phone etc

Identity and authentication

User authentication
2-factor authentication
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
Documented configuration and change management process.
Vulnerability management type
Undisclosed
Vulnerability management approach
Well defined vulnerability management process.
Protective monitoring type
Undisclosed
Protective monitoring approach
Conforms to a recognized standard
Incident management type
Undisclosed
Incident management approach
Incident management process is documented and shared with customers.

Secure development

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
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

Return to top ↑