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

G-Cloud 9

932637628610339

Adaptavist.com Limited

Russell King

+44 (0)7734375823

rking@adaptavist.com

Service scope

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 Private 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

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are flexible depending on user requirements (agreed SLA) and type of query. Initial response times can range from 15 minutes to 4 hours or more.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Options vary depending on client requirements, but can include Atlassian Hipchat (private cloud) or public chat clients if client prefers.
Web chat accessibility testing Shared screen and walk-throughs to enable client users to configure, for example, JIRA.
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

Onboarding and offboarding
Getting started Adaptavist can provide training both onsite and remotely, and provide user documentation per agreement with client.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Wiki via Atlassian Confluence
  • MS Word or other common formats
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Users have general access via the browser without any significant constraints.
Accessibility testing Adaptavist conducts UAT for all services, and allows clients to conduct UAT during setup phase if required.
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

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

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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 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-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

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

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
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation 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

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

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

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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