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.
- 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
- 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
£200 per user
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Software add-on or extension||No|
|Cloud deployment model||
|Service constraints||There are no restraints.|
|System requirements||Silex will procure all the necessary licences and technology.|
|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 availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
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
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.
|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
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||No|
|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 formats||
|API sandbox or test environment||Yes|
|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.|
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|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 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||
|Other data export formats||WAV (for recordings)|
|Data import formats||
|Other data import formats||WAV (for recordings)|
|Data protection between buyer and supplier networks||
|Other protection between networks||Implementation of next generation firewalls and session border controllers (SBCs).|
|Data protection within supplier network||
Availability and resilience
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.
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
The exact method of reporting can be tailored individually for each customer according to their requirements and impact to service.
Identity and authentication
|User authentication needed||Yes|
|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
|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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||All Silex software engineers are SC cleared.|
|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.
|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
* Planning and testing
* 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.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£200 per user|
|Discount for educational organisations||No|
|Free trial available||No|