CLARANET LIMITED

Network Monitoring

A Cloud-based monitoring and analytics service with the primary function of enabling customers to view the health of their network/s and the services that run-on top of it.

Features

• Link Health
• Ethernet Performance
• Broadband & Cellular Clarity
• Application Visibility
• Visibility of QoS Classes or VLAN overlays
• Performance Tests
• Network Based Application Recognition
• Statistics and Reporting
• Service Views

Benefits

• Manage network and application performance
• Track and trend network and application performance
• Ensure WAN and Application issues are identified quickly and resolved

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

185962729649584

Contact

Claranet UK Bid Team
020 7685 8000
Uk-bidteam@claranet.com

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network management

  • Network performance management (NPM)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: ClaraCare Vision offers a flexible monitoring service with optional add-ons that enhance visibility and performance management
• Cloud deployment model: Hybrid cloud
• Service constraints: Choose the appropriate licensing tier, ensuring Tier 1 is used for a single interface (such as DSL), while add-ons or Tier 3 are required for multi-interface configurations like 4G backup, and consider the cost implications of any additional interfaces.
• System requirements: Requires stable internet connectivity

User support

• Email or online ticketing support: Yes
• Support response times: For a question (not a fault/issue), this assumes it is a Service Request, in which case we have a response SLA of 4 hours, and a subsequent update SLA of 12 hours. For a Service Request, this SLA operates 8x5.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Claranet’s managed services support includes a 24/7 Service Desk, proactive monitoring, structured incident and major incident handling, case prioritisation, problem management for root cause resolution, and controlled release management. These ITIL-aligned processes deliver consistent, reliable customer experience across all managed services. We don’t charge for anything listed above, but enhanced SLAs are available at an additional cost. We provide both Technical Service Manager (TAM) which is a costed service, while the Cloud Support Engineer is treated as included as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Claranet’s onboarding process is designed for a smooth start. After service activation, customers receive access to Claranet Online, a secure portal for managing resources and tickets. Customers receive on-boarding documentation and training where appropriate/required to aid in solution understanding. Dedicated teams assist with delivery, customisation, application setup, and knowledge transfer before transition to in-life. Support is available via ticketing and phone, managed under ITIL v4 practices for transparency and efficiency.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Claranet works with customers to return their data at the end of their contract. We can advise on multiple secure extraction methods to transfer files to the customers destination or media of choice.
• End-of-contract process: Claranet’s end-of-contract process ensures a secure and smooth service termination. Customers must submit a formal cancellation request and provide the required notice period as per their agreement. Once confirmed, any technical services are decommissioned, access rights, accounts, and monitoring tools are deactivated. Claranet offers secure disposal of equipment to maintain compliance and data protection.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Functionality remains the same apart from the UI is optimised to be comopatible with mobile devices.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Claranet Online is a secure customer portal providing full visibility and control over services. Users can create and track support tickets and monitor service performance. The portal provides advanced network reporting so users can monitor and review their network in real-time.. Features include user administration, notifications, and integrated security with SSO and MFA, all designed to simplify service management and improve operational efficiency.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We are familiar with the requirements and best practices of accessibility testing.
• API: No
• Customisation available: Yes
• Description of customisation: The portal provides users with a range of customisation options to enhance their experience. Users can select their preferred theme, such as dark or light mode, and personalise the interface by whitelisting the portal with their organisation’s logo. Additionally, users have the ability to change their avatar and customise the dashboard by choosing which modules are visible. Dashboard cards can also be arranged to suit individual preferences, ensuring a tailored and user-friendly environment.

Scaling

• Independence of resources: QoS enables prioritisation of critical traffic while throttling bandwidth for less important applications, ensuring optimal performance and efficient network utilisation.

Analytics

• Service usage metrics: Yes
• Metrics types: Metric Types: CPU, Disk, HTTP request and response status, Memory, Network, Number of active instances.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Highlight

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Self-service export via portal - Users can export logging data directly from the portal in syslog format.; Scheduled / automated reports - Customers can receive scheduled reports of monitoring & availability data. ; Integration - Data can be streamed to third-party platforms such as SIEM, data lakes, or BI tools.; End-of-contract extraction - At service termination, customers can request an export of any held monitoring data in standard formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Syslog
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: This service is a network reporting and analytics tool, delivered as a SaaS platform, and does not include a formal service level agreement for availability. It focuses on monitoring and reporting rather than guaranteeing connectivity or uptime
• Approach to resilience: Available on request
• Outage reporting: Email alerts and portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Use of named users who have to have given right to access that system based on job role and function.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: Claranet publish a security and compliance overview made available on request. This document contains information on our technical and organisational measures as well as our data privacy controls.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a formal ITIL aligned change management process to ensure all changes are planned, assessed appropriately, and approved before implementation. This includes impact analysis, scheduling within agreed maintenance windows, and clear communication to stakeholders. Standard changes are handled quickly, while complex changes undergo additional review and testing to reduce risk. Our approach prioritises transparency, accuracy, and service stability, giving customers confidence that every change is managed securely and efficiently with minimised risk.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk assessment, scheduled and expedited patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence, vendor security notifications and compliance frameworks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We maintain audit and accounting logs across all managed devices. If a vendor bulletin indicates a potential compromise, we assess our estate for indicators of compromise. Confirmed issues trigger our Security Incident Response Process, including impact assessment, vendor-recommended mitigation, and customer notification in line with contractual and regulatory obligations. Our response follows the Cyber Essentials framework, targeting resolution within 14 days of identification. For critical or zero-day vulnerabilities, we apply emergency change procedures to implement fixes as quickly as reasonably possible, ensuring timely protection and compliance.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process ensures rapid response and resolution to minimise business disruption. We operate a 24/7 service desk with clear escalation paths and defined SLAs for response and fix times. Every incident is logged, categorised by severity, and prioritised based on business impact. Communication is proactive, keeping customers informed throughout the lifecycle. Root cause analysis follows major incidents to prevent recurrence, and all actions are documented for transparency and compliance.
• Post-quantum cryptography secure: Yes

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

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Wednesday 22 May 2024
• What the ISO/IEC 27001 doesn’t cover: This certification covers everything we do applicable to ISO/IEC 27001, no exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Wednesday 7 June 2023
• What the ISO 9001 doesn’t cover: This certification covers everything we do applicable to ISO 9001, no exclusions.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Pen Test Partners
• PCI DSS accreditation date: Friday 13 December 2024
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4377ebef-31ac-49ef-9943-13c7f3e3f9a5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 66b24695-ed3f-4797-bb2c-65b58932576d
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.