Support Revolution Limited

Any Oracle and SAP System in the Amazon Cloud

We will migrate your Oracle and SAP systems from an on-premise or cloud environment to our Amazon Web Services hosted cloud. We will then provide support for your Oracle and SAP systems in our Amazon Cloud.

Features

  • Remote access
  • Real-time reporting
  • Monitoring of Oracle and SAP systems 24/7
  • Easy to scale compute and storage either up or down
  • Secured systems

Benefits

  • High Availability of Oracle and SAP systems
  • Quickly able to fail-over to a disaster recovery zone
  • Able to add and decommission environments quickly
  • Able to reduce total cost of ownership
  • Easy to audit for compliance

Pricing

£900 a unit

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 enquiries@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 1 6 7 8 7 7 6 2 6 6 0 9 7 2

Contact

Support Revolution Limited Support Revolution
Telephone: 01635 86 86 87
Email: enquiries@supportrevolution.com

Service scope

Service constraints
AWS only supports Linux and Windows. If the customer has any Oracle or SAP systems that are not on these platforms, then we would perform a platform migration so that the Oracle and SAP systems can be supported in AWS. We would perform the platform migration for you, as part of the project.
System requirements
Must be licensed for their Oracle and SAP systems

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our RemedyForce service desk system and the processes surrounding it are based on ITIL best practice. Each incident raised with us is allocated an Impact (High, Medium or Low) and an Urgency (High, Medium or Low). The combination of Impact and Urgency defines the Priority.

Our SLA includes the following Target Response Times and Target Resolution Times:

P1 Response & Resolution=15 minutes & 2 hours
P2 Response & Resolution=1 hour & 4 hours
P3 Response & Resolution=4 hours & 3 days
P4 Response & Resolution=8 hours & 5 days
P5 Response & Resolution=3 days & 10 days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
We can provide support for your Oracle and SAP systems in our AWS Cloud either as 24/7, or just for working hours during working days, so 8am to 6pm, Monday to Friday.

We provide dedicated named contacts as part of our support service, which includes a Service Desk Manager, Support Manager, Technical Account Manager and a Lead Cloud Support engineer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
As part of the migration of your Oracle and SAP systems to our AWS Cloud, we will provide documentation regarding access and the solution design of the system. These documents will be shared with you as part of the knowledge transfer to your users. We will also provide onsite or online training depending on your requirements.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We do not provide an export as this will impact your business and incur downtime during the off-boarding process. At the end of the contract, we simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:

• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook
End-of-contract process
At the end of the contract, we simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:

• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook

Using the service

Web browser interface
Yes
Using the web interface
Our Service Desk system is based on Remedyforce, which (per Gartner) is the market leading Service Desk system in the world. It is Cloud-based and we have had it configured specifically to support our Oracle and SAP customers.

Throughout the lifetime of an incident, we will provide regular progress updates. Each time that an issue is updated on our Service Desk system, an automated email is sent to the client to indicate that an update has been made. Regular updates are also provided by telephone by our Service Desk staff. On resolution of an incident, we will request approval from the client to close the call. The frequency of updates varies with the severity of the incident. However, for urgent issues of high severity, we will update you as soon as any progress is made or at a frequency to be agreed at the time. As an example, if the system is down, we may agree to call you every 15 minutes until the incident is resolved.

Our system includes a Customer Portal so that customers can track progress on any incident.
Web interface accessibility standard
WCAG 2.1 A
Web interface accessibility testing
N/A
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
We proactively monitor resource usage and reallocate resources as required, to guarantee availability. We will also work with you to architect the most optimum solution, based on resource usage requirements.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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
  • Other 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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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
  • Virtual machines
  • Applications
  • Databases
Backup controls
Customers can request a custom backup schedule as part of the service definition. Standard daily backups come as standard.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Single datacentre
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
AWS will use commercially reasonable efforts to make the Included Products and Services each available with a Monthly Uptime Percentage (defined below) of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Products and Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for Reserved Instances) for either Amazon EC2 or Amazon EBS (whichever was Unavailable, or both if both were Unavailable) in the Region affected for the monthly billing cycle in which the Region Unavailability occurred in accordance with the schedule below.

Monthly Uptime Percentage is less than 99.99% but equal to or greater than 99.0%, then Service Credit Percentage is 10%.

Monthly Uptime Percentage is less than 99.0% but equal to or greater than 99.0%, then Service Credit Percentage is 30%.
Approach to resilience
This is available on request.
Outage reporting
Service availability will be monitored using CloudWatch and Nagios, which will be integrated with the AWS Simple Notification Service to send alerts and notifications to our Service Desk Team. Should there be an unavailability issue, then an alert is generated from the monitoring tool, which creates an incident within our Remedyforce Service Desk system. In some cases, we can set remediation action, such as if a service is down to then complete another action, such as restart the environment.

Identity and authentication

User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to the customer environments for management and support channels are restricted to dedicated VPN connections followed by connecting via a dedicated Bastion host or RD Gateway. These machines are protected by AWS, and access is governed by the defined Role Based Access Controls for our support staff to ensure access is only granted where necessary and for the duration it is needed, and to ensure a full audit trail of access is recorded for the activity. We deploy the principle of least privilege, with users having the fewest possible permissions necessary to perform their job functions.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a government network (for example PSN)
  • 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
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
Yes
Who accredited the ISO/IEC 27001
IMSM Limited
ISO/IEC 27001 accreditation date
14/04/2019
What the ISO/IEC 27001 doesn’t cover
Anything that is not related to Oracle and SAP systems.
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
Support Revolution’s management information security forum consists of key members of the management team, including the Head of Delivery who is the chairman of the forum. Any changes to these documents, must be agreed by the Head of Delivery and the Managing Director. Changes are submitted by Team Managers within the company, to the Head of Delivery. This is reviewed monthly, before any amendments are made to the document and approved. Should there be any non-conformance recorded which requires a change to procedures and process immediately, then this is presented to the Head of Delivery for an immediate update to the document.

A copy of the Security Policy is made available to all staff currently employed, or when they join Support Revolution. Individual sections of the Security Policy are updated as required and are available on the Support Revolution Intranet site. All members of Support Revolution are expected to be familiar with and to comply with the Security Policy always. The Head of Delivery will, in the first instance, be responsible for interpretation and clarification of the Security Policy. All members who have supervisory responsibility are required to actively promote best practice amongst their supervised staff.

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
AWS Config is used to provide a detailed view of the configuration of the AWS resources in our customers accounts, including how resources are related to one another and how they are configured. This tool is used to ensure governance over the resource configurations, meet auditing and compliance, managing and troubleshooting configuration changes and security analysis. AWS CloudFormation is used manage the environments with the use of templates, which are checked in to AWS CodeCommit, to strictly govern versions. All change is governed by our internal Change Advisory Board (CAB), and everything is tested before signed off into production.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Amazon Inspector, and AWS Trusted Advisor are used for security, which continually monitor the systems for compliance and vulnerabilities. Additionally we architect the system with additional layers of security using third party IDS/IPS tools security tools, such as Trend Micro. These tools are constantly updated with the latest vulnerabilities, and threats are identified from published CVE’s. We can quickly deploy responses to any vulnerabilities instantly by using virtual patching within hours.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We monitor systems using a combination of tools which include, Nagios, Trend Micro and Cloud Watch. For example, if any thresholds are breached, and or any security alerts are identified, our service desk receives automatic notification of these alerts and an incident is raised. These are delivered in the form of email and SMS text messages to our support staff, delivered via AWS Simple Notification Service (SNS). Response to these incidents is within our SLA’s and fully audited.
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
Our Service Desk system is based on Remedyforce, which (per Gartner) is the market leading Service Desk system in the world. It is Cloud-based and we have had it configured specifically to support our Oracle and SAP customers.

Our support customers can contact the Service Desk through the following ways:

o Email
o Telephone:
o Self-service in Remedyforce

Our system includes a Customer Portal so that customers can track progress on any incident and can see the status of their incidents in real-time. A monthly support report is issued to all customers which provides details on incidents.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

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

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
NA

Pricing

Price
£900 a unit
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 enquiries@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.