This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with IBM United Kingdom Ltd are still valid.
IBM United Kingdom Ltd

IBM Network Services - MultiNetwork WAN (MWS)

IBM MultiNetwork WAN Services is a network service providing efficient & reliable communication services globally by combining technologies to address Wide Area Networking requirements. IBM's Global Network Peering Platform(GNPP) empowers IBM to combine connections from multiple network services providers with multiple technologies into one seamlessly integrated global enterprise Software Defined-WAN(SD-WAN/SDWAN).

Features

  • Web-Filtering
  • Load sharing & Balancing
  • Internet Offload
  • Regional proxy internet breakout
  • Any2Any (DMVPN) / VPN Tunneling
  • WAN traffic encryption
  • WAN optimization WAAS
  • Dynamic routing of application traffic
  • NIRWANA Network Management
  • Peering points in Frankfurt, Dallas, Singapore and London

Benefits

  • Multi-Provider concept allows IBM to help get the best price
  • Performance & optimized quality on a regional basis
  • Rapid provisioning of additional bandwidth
  • Increased connectivity and management across providers, geographies and infrastructures
  • Reduces requirements for MPLS in favor of lower-cost Internet circuits
  • Increased performance and lower costs
  • Reduction of latency by inter-provider routing
  • Creates a single, secure, corporate VPN

Pricing

£680 to £1,787 a person a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

8 4 4 4 7 3 3 4 0 6 7 4 7 3 5

Contact

IBM United Kingdom Ltd Anne-Marie Wheeler
Telephone: Please email
Email: ukcat@uk.ibm.com

Service scope

Service constraints
None.
System requirements
  • Requirements vary due to the customized nature of the offering.
  • Please contact IBM representative fo further information.

User support

Email or online ticketing support
Email or online ticketing
Support response times
There are varied response times based on the type of incident or service request. This can include a 24x7 service.
The speed of response time is down to the status and priority of the ticket. Response time SLAs are agreed before the start of the contract.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
IBM’s Network Operation Center permanently monitors the availability of all IBM Multinetwork Wan Services (MWS) components as part of the service.
For any problem or incident related to the offered service, a trouble ticket is created and immediately forwarded to the responsible support engineer on duty. All operational processes are compliant with ITIL service standards and documented as per ITIL guidelines.
IBM offers standard support services including; Provision of 2nd-level support, analysis for selection of central problems, status documentation of problem pre-qualifying, forwarding of problem definition to the responsible departments, monitoring of trouble tickets, documentation of all status changes in the trouble ticket, distribution of information to User Help Desk or problem management.
A problem report is processed after opening the trouble ticket with necessary escalation steps, error management, and co-ordination of all technical departments involved.
Part of the contract can also include a Subject Matter Expert (SME) who can act a s technical account manager or cloud support.
Different levels of support are not part of the MWS solution itself, nevertheless additional services in regards to Service Management can be supported through IBM Integrated Managed infrastructure (IMI).
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The on-boarding process at the start of service is dependent on the size and scale of project. Generally there are 3 phases which are overseen by on-boarding and transition managers.
1) Walk in and take over of existing tools and infrastructure. 3) Transition to IBM service management tool-set. 3) Transform existing tools and infrastructure in order to optimise the IBM offering.
This will differ depending on the size and complexity of the solution.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Microsoft Office
  • Visio
End-of-contract data extraction
IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process
Everything is handed over to incoming supplier or back to the client as a part of reverse transition. On termination of the contract for any reason IBM will provide reasonable assistance to the customer to facilitate the end of the services (should they reach the end of their intended purpose) and/or the effective and orderly transfer of the services back to the customer or to enable another party chosen by the customer (in this provision, a new service provider) to take over the provision of all or part of the Services. The following provisions shall apply without prejudicing or restricting the generality of this obligation: It is agreed that reasonable IBM charges may apply relating to provision of exit management services and that such charges shall be agreed between the parties through the Exit Plan drafting process.

Using the service

Web browser interface
Yes
Using the web interface
IBM MultiNetwork WAN Services includes a single pane of glass web based management portal, an integrated customer portal that enables designated users to see how their network is performing. Designed for ease of use it provides access to the current status of your network infrastructure and a rich set of reports to help you gain a more comprehensive view of your network performance. It enables you to; view your inventory of links and devices, along with your configuration. It Monitors and generates reports on bandwidth utilization, site availability and latency (run time of data packets to the site) and eliminates paperwork and handmade drawings.

Basic portal services are included with the IBM MultiNetwork WAN Services. Clients can choose Advanced or Professional options for more in-depth reporting capabilities. Basic portal services include red/green monitoring, as shown on this slide, plus GPS mapping and application utilization reporting, among other things. Professional services add reporting on IP-based communications.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
The management portal is access via a URL link. Each user will be assigned an access level according which will be predefined with the client before engagement. These levels include: 1) View and Monitor 2) Applications 3) profiling 4) Utilisation.
Web interface accessibility testing
IBM has tested product capabilities using their engineering labs and professionals.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Through agreed Service Level Agreements (SLA).
Usage notifications
Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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 once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
  • Configurations
  • Software
Backup controls
Users do not control backups. It is done automatically every time there is a committed change or event.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The architecture of IBM Multinetwork WAN (MWS) maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.
Approach to resilience
Available at request.
Outage reporting
IBM can report outages through a public dashboard or email alerts. IBM will agree the preferred method with the client prior to engagement.

Identity and authentication

User authentication
Other
Other user authentication
Through centralized Authentication Authorisation and Accounting (AAA) deployment. This intelligently controls access to computer resources, enforces policies, audits usage, and provides the information necessary to bill for services. These combined processes are vital for effective network management and security.
Access restrictions in management interfaces and support channels
IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication
Devices users manage the service through
Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BVCH SAS UK Branch
ISO/IEC 27001 accreditation date
30 November 2015
What the ISO/IEC 27001 doesn’t cover
IBM offerings that currently have ISO27001 certification are available in this link https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?subtype=ST&infotype=SA&htmlfid=KUJ12444USEN&attachment=KUJ12444USEN.PDF

Offerings not included in the attached list are ISO27002 compliant and undergoing certification through 2017
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
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.
IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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
IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
IBM:
-Maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.
-Investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.
-Promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.
-Provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
Yes

Pricing

Price
£680 to £1,787 a person a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.