Atlassian Managed Services
Adaptavist Managed Services Premium is a fully managed service for Atlassian software products, such as JIRA, Confluence, and Bitbucket, in an Adaptavist hosted environment or in a client's private cloud, with service delivery manager, monitoring, backups, and SLA. Adaptavist can provide training, add-on development, licensing, and professional services including migration.
- Service Delivery Management
- Service Monitoring
- Licensing Support
- Second and Third Line Support
- Production, Staging, Development, DR environments
- Technical and Strategic Advisory
- ITIL based with Agile Principles methodology
- Highly optimised Application platform, enabling increased productivity and collaboration.
- Reduced overall Total Cost of Ownership for infrastructure.
- Improved performance and uptime for your Atlassian applications.
- Optimal licensing costs.
- Utilise Adaptavist depth of expertise.
- Focus on core business.
£2000 per unit per month
- Education pricing available
|Software add-on or extension||Yes|
|What software services is the service an extension to||Adaptavist utilises premium hosting services such as AWS or the client's own preferred provider for infrastructure.|
|Cloud deployment model||
|Service constraints||Adaptavist provides a rich managed service, and therefore does not provide a hosting-only solution.|
|System requirements||Client must agree Atlassian licensing terms per Atlassian requirements.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Priority 1 - 15m
Priority 2 - 2h
Priority 3 - 4h
Priority 4 - 8h
Priority 5 - N/A
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||SLA levels very. Adaptavist focuses on up-time and response time by default. Technical support can vary widely; Adaptavist has deep technical knowledge of Atlassian and ALM products.|
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Adaptavist can provide training both onsite and remotely, and provide user documentation per agreement with client.|
|End-of-contract data extraction||Adaptavist is flexible; data can for example be exported or downloaded from applications, or compressed and archived at the OS level.|
|End-of-contract process||Contract prices vary per client. "Basic" list price includes service monitoring and uptime, hosting, and service desk support (up to 12 days per year). Additional training, scheduled enhancements, professional services, and infrastructure will incur additional fees.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Description of service interface||Online Support Portal|
|Accessibility standards||None or don’t know|
|Description of accessibility||Support Portal is available via the Internet 24/7/365|
|What users can and can't do using the API||REST API can be made available pending customer agreement and specification.|
|API sandbox or test environment||Yes|
|Description of customisation||Adaptavist's service is very flexible - including depth of scheduled support (upgrades, optimisation, backups, etc.), and depth of unscheduled support (troubleshooting, etc.). Platform is also flexible depending on client's requirements for production vs, development, disaster recovery, etc. environments.|
|Independence of resources||Adaptavist can provided a dedicated service per client request, and can leverage scaleable resource such as AWS to ensure the platform scales.|
|Service usage metrics||Yes|
A monthly service delivery report is given to the customer that indicates:
- Ticket response times against SLAs
- Availability of applications
- Ongoing project reporting
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||Never|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Users can export their data via the administrative interface of their Atlassian applications.|
|Data export formats||Other|
|Other data export formats||XML|
|Data import formats||Other|
|Other data import formats||XML|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Typically Adaptavist provides 99.5% application availability.|
|Approach to resilience||Adaptavist can provide various implementations of backup, including disaster recovery servers, and also application level "Data Center" product implementation of relevant Atlassian applications that are deployed in clusters.|
|Outage reporting||Our engineers receive real-time alerts and a dashboard in our operations office. In addition, emails can be sent out via service desk.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||2-factor authentication is available via an optional plugin.|
|Access restrictions in management interfaces and support channels||
Access is limited to those with usernames and passwords that permit access to given sections of the applications.
Management interfaces are on private networks.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||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||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||Security governance is approached in the spirit of ISO27001|
|Information security policies and processes||Adaptavist work in the spirit of ISO27001. In addition to this, each client's specific security needs are assessed and implemented as specified.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Adaptavist follow reasonable client specification for both configuration and change management.
In general, changes are assessed on a monthly basis by the ISMF before being applied. Service components are tracked in line with ITIL best practise - They are catalogued and this forms part of the change management process.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Adaptavist apply system patches automatically via Spacewalk once per calendar month. This provides notifications of all OS patches that are in need of application.
Adaptavist also subscribe to CERT and Atlassian channels for the notifications of critical vulnerabilities and patches.
All critical patches are applied within 24 hours of notification.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Adaptavist use Nessus for real-time vulnerability scanning on customer services.
Should a critical vulnerability be found, Adaptavist work with the client around remediation.
Incidents are responded to in line with customer SLAs. An incident that is considered critical will be responded to within 15 minutes.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Incident management is handled in line with ITIL best practise.
Adaptavist are notified of incidents either via monitoring or via client communication - Typically in the form of a service request. Client users raise service requests using the Adaptavist Service Portal 'Tracker'. Incident reports are provided either as part of the service request or, for more serious incidents, in the form of a root cause analysis.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£2000 per unit per month|
|Discount for educational organisations||Yes|
|Free trial available||No|