Adaptavist.com Limited

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.

Features

  • Service Delivery Management
  • Service Monitoring
  • SLA
  • Licensing Support
  • Second and Third Line Support
  • Production, Staging, Development, DR environments
  • Technical and Strategic Advisory
  • Training
  • ITIL based with Agile Principles methodology

Benefits

  • 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.

Pricing

£2000 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 9 8 2 0 6 0 5 1 9 9 4 1 1 0

Contact

Adaptavist.com Limited

Russell King

+44 (0)7734375823

rking@adaptavist.com

Service scope

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
  • Public cloud
  • Private cloud
  • Hybrid cloud
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.

User support

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
Phone support
No
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.
Service documentation
No
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
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
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
Accessibility testing
None
API
Yes
What users can and can't do using the API
REST API can be made available pending customer agreement and specification.
API documentation
No
API sandbox or test environment
Yes
Customisation available
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.

Scaling

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.

Analytics

Service usage metrics
Yes
Metrics types
A monthly service delivery report is given to the customer that indicates:

- Ticket response times against SLAs
- Availability of applications
- Ongoing project reporting
Reporting types
  • Regular reports
  • Reports on request

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
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
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-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

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
User authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
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
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

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
PCI certification
No
Other security certifications
No

Security governance

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.

Operational security

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.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2000 per unit per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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