Silex Consulting

Managed Workspace

Silex Managed Workplace Services provide a next generation desktop environment, enhanced by centrally provisioned open-sourced software services.

Utilising a comprehensive set of on premises Managed service capabilities, we balance the need for fast and agile digital services with the inherent stability that’s required by in-house business critical applications and Services.

Features

  • Access to SaaS based applications and storage
  • Secure cloud-based management
  • Self-service on-demand provisioning and application delivery
  • Tailored configurations across locations for different applications and user groups
  • Centrally governed change management
  • Device management provided through on promise management tools
  • End-User baselining tooling offering critical insight into end-user experience
  • Context-driven analytics services

Benefits

  • Minimise the risk of transitioning mission critical services
  • Ensure your operating environments remain up to date and secure
  • Customised/pre-tested (before deploy) applications to minimise risk

Pricing

£200 per user

Service documents

G-Cloud 11

874175872761909

Silex Consulting

Darren Thompson

07526263368

darren@silex-consulting.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints There are no restraints.
System requirements Silex will procure all the necessary licences and technology.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 2 hour response times at all times if not immediately.
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 We provide a high level of professional support at all times and we designate a cloud support engineer to the customer as a primary point of contact for all queries.

Please see our pricing document for further details on cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Silex believe that effective transitioning to a new service provider is achieved through detailed planning, effective leadership, and productive engagement. Our implementation methodology is aligned with Industry Standard PMI; and adapted to manage the variable levels of risk, scale, and complexity associated with any individual client project specific to their challenges and strategic aims.

Silex supplies the project management resources and planning
expertise required as part of this project. They will facilitate and drive project progress through initiation, planning, executing, monitoring and controlling and finally closing.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data can be extracted via API directly, or provided separately in the form of secure download, and delivered via SFTP or other secure transit. Silex will work with a customer to determine the best method and format for each individual case.
End-of-contract process As part of the on-boarding process, Silex will work with a customer to identify any data or configuration unique to the customer. We will then work with a customer to understand which data requires transferring, and determine the best method and format of transfer. A full exit strategy will be documented and agreed. Additional costs will be incurred for any non-standard data transfer requests.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Linux or Unix
  • Windows
Designed for use on mobile devices No
Service interface No
API Yes
What users can and can't do using the API Silex Managed Workspace software has a number of flexible API services. Many of the features that can use these API interfaces are listed below, however, the below is not an exhaustive list.
Our team will work with you to meet your integration requirements.
* Support automation
* Self-service and contact centre routing with Web Services integration
* Support automation
* Self-service and contact centre routing with 3rd party database access
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources Silex continuously monitor demand placed upon the system, ensuring that sufficient resources are available for all customers. Additionally, each customer has an agreed maximum scaling level before needing assistance from support. Our Managed Workspace is built to ensure that each customer can reach their maximum level without issue experienced by themselves or other customers.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
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 In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can easily export data using the following methods:
1) Using API interface for direct downloads.
2) Ad-Hoc downloads or data transfers arranged with Silex software engineers.
Data export formats
  • CSV
  • Other
Other data export formats WAV (for recordings)
Data import formats
  • CSV
  • Other
Other data import formats WAV (for recordings)

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Implementation of next generation firewalls and session border controllers (SBCs).
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Contracts with customers are negotiated individually; however as a guideline the following applies:
* Overall uptime SLA of 99.9%
* 10% service credit for uptime below 99.9% but above 99.0%
* 30% service credit for uptime below 99.0%.
Approach to resilience Silex follows a principle of resiliency by design. All components of the Managed Workspace are deployed in a High Availability (HA) configuration across multiple data centres.

Diversity of geography, telecommunications carrier, and hardware is employed at all levels, from Layer 1 to Layer 7. Data centres utilise industry-leading redundant power and air handling technologies and customer data is stored across geographically diverse locations.
Outage reporting Should an incident or outage events occur, Silex will communicate status and resolution to customers via the following channels:
* System status dashboard
* Email Alerts
* SMS Alerts
* Telephone

The exact method of reporting can be tailored individually for each customer according to their requirements and impact to service.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels All accounts created for the Managed Workspace are based on Role Based Access Control (RBAC). Accounts can be set up with only the access needed to support their role. Customers can create multiple profiles to match their individual business needs.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 Yes
Any other security certifications All Silex software engineers are SC cleared.

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach As a leading provider of Managed Workspaces, data security is of paramount importance. Silex has adopted a comprehensive Information Security Policy that has been deployed throughout our resource pool. The need to ensure the confidentiality, integrity, and availability of both corporate and customer information has been a driving force in enabling us to produce and manage robust processes within this area. Silex's standards comply with ISO27001:2005 and ISO27002 (formerly ISO17799) guidelines. Within the ISO27001 Standard, consideration is given to specific legal requirements (such as PCI-DSS, Data Protection Act, and GDPR to ensure that any risks are identified, measured and mitigated.
Information security policies and processes Silex's management has set a clear policy direction and demonstrated support for, and commitment to, information security through the implementation and ongoing maintenance of the Information Security Management Systems policy throughout the organisation.

An ongoing training program ensures that all employees are aware of their responsibilities in relation to information security and that feedback methods are in place to measure the effectiveness of all processes on a continual basis.

Our reporting structure is based on dedicated resources utilising the standard Level 1 to 3 Support Structure.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Silex's change management process ensures that all change requests are
formally assessed, scheduled, authorised, implemented and tested to minimise impact to services, and to save the business time and resource in reacting to a failed change. Key steps are:
* Registration and classification, including of devices affected
* Review of change proposal, including security assessment
* Approval
* Planning and testing
* Implementation
* Review & close the change
Vulnerability management type Supplier-defined controls
Vulnerability management approach Silex manages vulnerabilities through the methods described below.
* Penetration testing on each segment is carried out at least every six months and after any changes to segmentation controls/methods or significant application change (internal or external).
* Patch management: Silex has implemented an Open-Source system to distribute and install security patches.
* Vulnerability scans: both internal and external.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Silex actively monitor events across our infrastructure and we carry out analysis of data collected. The monitoring is carried 24/7 and any suspicious behaviour is raised with Silex on a real time basis.

Silex also uses antivirus on server and client device equipment to ensure Malware is identified and correctly addressed. We also utilise IPS/IDS technology to identify possible compromises/threats. This overall approach ensures that Silex can respond to any incidents within 2hrs of occurrence. If a potential compromise is found, it is treated with the utmost importance and urgency.
Incident management type Supplier-defined controls
Incident management approach Silex has a fully documented security incident management process in place. Incidents can be reported via a reporting portal or a confidential whistle-blowing line. Incidents will be classified so they can be handled as quickly as possible. Incidents are given an initial classification according to the category and severity of issue. The priority will be determined by the impact and urgency of the resolution. Incident report updates are provided via email or via the management portal. Once resolution has been applied a final report will be produced and sent to the senior management team.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £200 per user
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: Service definition document odt document: Terms and conditions
Service documents
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