Intersect Consulting Ltd

SQL Server Cloud Hosting, SQL Server Management, Consultancy and Technical Support.

We specialise in SQL Server Cloud Hosting, SQL Server Management, Consultancy and SQL Server Technical Support. We also specialise in Agresso (ABW), Unit4 Hosting and Technical services.

Features

  • Optimised Performance
  • High Availability
  • Enhanced Data Security
  • Data Loss Protection
  • Greater Stability
  • Online Helpdesk plus Telephone Support 24/7
  • Monitoring and Support
  • Dedicated Account Manager plus Monthly Reviews
  • Flexible and Scalable
  • UK Office and Support Centre

Benefits

  • Daily Database and System Checks
  • Database Optimisation
  • Database Health Management
  • Database Administration
  • Database Development
  • Management of Database Backups
  • A positive increase in End User experience
  • SQL Support and Consultancy
  • Add and remove services when required
  • Access to MS Certified Professionals

Pricing

£1200 per server per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 9 4 7 3 7 0 0 7 0 7 9 3 2 6

Contact

Intersect Consulting Ltd

Susan Johnson

01942 366730

sue.johnson@Intersect.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
A scheduled maintenance window, no more than four hours per month is in place for server maintenance and Windows Updates. This schedule will be supplied to the customer and if required the maintenance window can be changed. The maintenance window will always be out of hours or at the weekend.
System requirements
  • We do not have any specific requirements
  • We tailor solutions to fit each Customers requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Incidents are prioritised according to severity. Each time a call is logged the user will receive an automated response within 5 minutes to confirm a ticket has been created. Every new ticket will be reviewed and prioritise within 30 minutes of being received and the Customer will receive an initial response from Intersect within 45 minutes. These response times are only applicable during core business hours Monday to Friday 8am to 6pm. These are our standard response time, however we can and do tailor these to meet individual customer requirements.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Support is provided as standard to our Customers, core hours are Monday to Friday 8am to 6pm. We can and do tailor our support package to accommodate individual customer requirements i.e bank holiday cover, hours outside of 8am to 6pm, weekends, 24/7 etc.. this is costed on an individual basis. All Customers are provided with a dedicated Account Manager.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
For our SQL Server Cloud Services we provide full transition management to ensure seamless migration from your existing platform and seamless integration with other systems both on and off premise. For our SQL Server Management, Consultancy and Technical Support we work closely with our Customers to provide an easy transition to using our services.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The Customers Database is backed up to a secure FTP site. The FTP site details are emailed to the Customer.
End-of-contract process
End of contract is a managed process and is included in the price of the contract.

The Customer needs to inform us 6 weeks prior (or the notice period agreed with the Customer) to the end of the contract that they will not be extending. On a date and time agreed with the Customer a backup of their database will be taken. This will be loaded to a secure FTP site. The Customer will receive access details to the site. We will retain a copy of the Customers Database to a date agreed with the Customer. After this date all Customer data and backups will be deleted from our systems.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Desktop Service is the full product.

Mobile Services are for specifically defined applications i.e. entering expenses, entering Time Sheets...
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Support can be customised to suit individual customer requirements.

Scaling

Independence of resources
We only operate on Private Cloud and our Services are very specific to each Customers requirements. Our initial scoping of the Customers system will take into consideration: database size, number of databases, number of desktop users, number of web users including any load balancers required and future growth plans.

We monitor the systems daily to ensure end user performance.

Analytics

Service usage metrics
Yes
Metrics types
CPU, Disk, HTTP request and response status, Memory, Network,
Number of active instances

Other
We provide daily checks of the system to ensure:
High Availability
High Performance
High Security
We can provide any Metrics the Customer requires
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 Developed Vetting (DV)

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
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users export data to a dedicated Export folder or to their desktops.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
Data import formats
  • CSV
  • Other
Other data import formats
TXT

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Our Recovery Time Objective (RTO) for system fail over to a secondary sever is < 60 seconds.

Our Recovery Point Objective (RPO) is < 15 minutes. In the event of a Disaster at the primary Data Centre, then this would ensure no more than 15 minutes worth of data would be lost.

The Hardware replacement SLA is 1 hour. (This is 1 hour from identifying the failed hardware)
Approach to resilience
This information is available on request.
Outage reporting
Our Service provider raises a ticket on their Service Desk on our behalf and Intersect is notified via email.

Identity and authentication

User authentication needed
Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Users only have access to the user application.

All other interfaces such as the Operating system can only be accessed by named Intersect employees using 2 factor authentication.

Only named and authorised users have access to our support function.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
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
Our Security Governance is based in ISO 27001. We are working towards this standard and aim to achieve it by September 2019.
Information security policies and processes
Our Information Security Policies and Processes are based on ISO 27001.

Our Information Security Manual defines our Information Security Management system, Management responsibility and our Operational Control.

The Service Director is responsible for:
 Ensuring that the management system conforms to the requirements of International Standards.
 Ensuring that the processes are delivering their intended outputs.
 Reporting on the performance of the management system and on opportunities for improvement.
 Ensuring the promotion of customer focus throughout the organisation.
 Ensuring that the integrity of the management system is maintained when changes to the management system are planned and implemented.

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
Our Configuration and Change management is based on ISO 27001

Intersects Asset Management Policy identifies all assets including Information, Information Systems, Software, Hardware and Communication Assets aswell and Personnel and Intangible assets. The Policy defines clear steps to ensure all assets are appropriately identified, recorded and maintained.

Intersect has a classification scheme by which all assets relating to our Services are assessed and marked to indicate the level of criticality and sensitivity. This policy is used in conjunction with our security procedures and policies, with all changes being assessed through Intersects Change Control process.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Intersects Vulnerability Management approach is detailed in our ICT Security Policy. Other ICT specific policies need to be considered as relevant within the sphere of Intersects Vulnerability Management, these include but are not exclusive to:-

Wireless network policy, Password policy, Encryption policy, Security incident management policy and procedures, Third Party Connection Policy, Server Security Policy, Security Incident Management Policy

All patches are installed as and when they become available. All severs are monitored 24/7 and daily checks are carried out.

Intersect regularly monitors Microsoft's Security Bulletin and the CVE Library for new potential threats.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
All our server are monitored by Zabbix 24/7. We also carry out Daily Checks on all our servers, this includes any breaches of security or any attempted breached.

Our Protective Management process is detailed in our Security Incident Management and reporting Procedure, which has to be considered with our Security Incident Management Policy.

We have a legal obligation to inform the Customer immediately a breach is identified. We will also inform the Customer as to the nature of the breach, any impact the breach has had and the fix that is required.
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 incident Management approach and processes are detail in our Security Incident Management and Reporting Procedure and our Security Incident Management Policy.

All incidents are logged in our call logging system with a priority level. Any critical incidents are also registered in the Critical Incident Log and a Critical Incident Report (in PDF format) is completed and presented to the Customer via email.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1200 per server per year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Full access to a demo system for 30 days.

Service documents

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