MRI SOFTWARE LIMITED

MRI Hosted Service

A range of services from fully managed Desktop as a Service to Backup as a Service/ Disaster Recovery as a Service. Delivered from our ISO 27001 accredited data-centres and including scalable, segregated infrastructure, automated alerting, and robust security tooling. We deliver flexible solutions tailored to individual client requirements.

Features

• Remote access to service any time, any day
• Encryption at rest protecting all client data within hosted environments.
• Automatic software updates
• Fully managed platform, Multi-layered security
• High Availability
• Disaster recovery
• Real time proactive monitoring
• Out of Hours support cover
• Data protection to include perimeter security to systems
• Remote access capability delivering easy, secure connectivity from any location.

Benefits

• Mobile working
• Reduced Infrastructure costs and maintenance
• Document control of corporate data
• Scalability & Flexibility to increase of decrease resource requirements
• Access to latest Microsoft products
• Common desktop experience across multiple types of devices
• Ease of access to corporate date and sharing of information
• Accelerate upgrades with MRI‑delivered automated release management.
• Gain confidence from ISO‑aligned, independently audited cloud security architecture.

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

Framework

G-Cloud 15

Service ID

918840461539150

Contact

Claire Brown
020 3861 7100
tenders@mrisoftware.com

About the service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management

  IT automation and configuration management

  • Datacentre system and application control
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: We do not have any service constraints
• System requirements: We will provide all licensing and operational requirements

User support

• Email or online ticketing support: Yes
• Support response times: Specific to contractual arrangements with clients, usually to suit client requirements.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: SLAs will be agreed as part of the contracting process based upon the specific solution being delivered and client requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: This stage is the service readiness in which we will work with both the client and 3rd parties to focus on the readiness and preparation of supporting services from a Service Delivery perspective and will include the setup and agreement of the following: Service Desk – User Access, Contact and Incident Management Process Processes – Agreement of the ITIL processes that support the services to be provided including: • Incident / Problem Management • Asset Management • Change Management • Configuration Management • Release Management • Escalation Process • Engagement Model Service Management – Agreement of the Service Management model that will be used to deliver the services including: • Service and Handoff Model • Service Reporting • Engagement Model • Escalation Process • Exception Management • Create Service Model Document
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: As each solution is specific for the individual clients the extraction method will vary according to the type of data required. All contract end conditions are agreed upon during the initial discovery phase of the project.
• End-of-contract process: The end of contract process is variable according to which services the customer procures. Any additional costs that may be incurred will be agreed as part of the initial contract.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: Our service provides a simple, secure and intuitive web interface that allows users to interact with the service using all of the mainstream web browsers. Administration screens are provided to allow the user(s) to configure the service to how they want it to work for them. This includes the setup of users, roles and application specific data. In addition, user access can be controlled based upon the permissions assigned to them by a system administrator.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: We have not conducted any formal interface testing you’ve done with users of assistive technology.
• API: Yes
• What users can and can't do using the API: Web based JSON APIs exists to enable users to integrate our service backend with there own services. The APIs enable create, update and retrieval of data within our systems. All APIs are fully secure and are role based to control what consumers can and can not do.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Our Cloud is managed by our expert team, supported by our solution architects, consultants and support team. Comprehensive scrutiny is in place using tools to cover not only the standard metrics – CPU, disk space, memory for example – but also detailed statistics on how individual components are performing. This complete picture allows us to predict and spot trends across the entire platform and proactively prevent issues rather than having to react after the event, plan changes effectively, and reduce the impact on our customers.

Analytics

• Service usage metrics: Yes
• Metrics types: CPU; Disk; HTTP request and response status; Memory; Network
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: If a customer requires an export of their data they can use the intuitive inbuilt report builder that allows CSV files to be created from any field found within the solution. If a more robust or detailed report is required, this can be requested but will incur a charge depending on the complexity of the report.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • HTML
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: MRI’s Cloud platform is designed to be scalable and resilient with no single points of failure. All the components within the platform are designed in a high-availability configuration to minimise the risk of impact to our clients in the event of a technical issue. The backend architecture consists of multiple resilient VMWare hosts using the latest virtualisation technology. In the event of an issue the system is able to automatically migrate virtual machines between hosts to maintain performance and availability. To ensure connectivity, our racks are provisioned with diversely routed active / passive internet circuits offering 1Gb connectivity and automatic HSRP (Hot Swap Routing Protocol) failover. This is backed up by both NGD & IOMart’s 100% core network uptime guarantee. SLAs and service credits are tailored to the client and the services they procure. Further details are available on request.
• Approach to resilience: MRI's Cloud platform is designed to be scalable and resilient with no single points of failure. All the components within the platform are designed in a high-availability configuration to minimise the risk of impact to our clients in the event of a technical issue. The backend architecture consists of multiple resilient VMWare hosts using the latest virtualisation technology. In the event of an issue the system is able to automatically migrate virtual machines between hosts to maintain performance and availability. To ensure connectivity, our racks are provisioned with diversely routed active / passive internet circuits offering 1Gb connectivity and automatic HSRP (Hot Swap Routing Protocol) failover. This is backed up by both NGD & IOMart’s 100% core network uptime guarantee.
• Outage reporting: MRI's service reports any outages to relevant clients using proactive communication from our service desk, by email or phone depending on the severity of the issue.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is only granted to those that require access and the level of access will be based upon the permissions of the user. Users will only be granted the permissions that they need.
• Access restriction testing frequency: At least once a year
• Management access 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 receive audit information on a regular basis
• 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: Between 1 month and 6 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: We have all relevant policies and procedures in place in accordance with our security cerification.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change process is ITIL aligned, providing a framework of defined processes to ensure changes are effectively captured and managed through to completion. This includes standard, normal and emergency changes.; o Ensures changes are recorded, evaluated, prioritised, planned, authorised, implemented, tested and documented; o Maintains the balance between need for change and risk of change; o Ensures the impact of changes is minimised and overall business risk reduced; o Ensures changes to assets and CIs are recorded; ; The process is applied to:; o All ICT infrastructure; o All infrastructure configuration files; o All server room facilities; o All system software
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All servers are protected by enterprise-grade malware protection software which automatically updates daily, providing threat alerts to our team in the event of any vulnerabilities being discovered.; We have established relationships with major suppliers and is automatically notified if any critical patches are released by Microsoft, VMWare, Citrix or others. Each patch is assessed and released according to severity; critical patches can be released with 24 hours should it be required and appropriate safeguards are in place.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: System performance is monitored by our dedicated Managed Service Desk and teams. We use tools to provide a fully transparent monitoring platform solution. Our monitoring solutions are based on predictive principles and make reasonable attempts to identify potential issues and faults in advance of solutions failing. Out-of-the-box functionality allows us to monitor critical infrastructure with a vast range of performance metrics.; Any incidents follow our security processes and are risk assessed and responded to accordingly.
• Incident management type: Supplier-defined controls
• Incident management approach: Support services are provided by our Service Desk, which is the first point of contact for any faults or IT requests.; ; Direct access to our Service Desk team via telephone, email or self-service web portal. Email & web portal access is available 24/7; ; Our incident management process identifies, records, prioritises and manages incidents with the primary objective of remediating issues and restoring normal service to clients as quickly as possible and to minimise the impact of the incident on business operations.
• 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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Schellman
• ISO/IEC 27001 accreditation date: Thursday 4 December 2025
• What the ISO/IEC 27001 doesn’t cover: MRI has a number of separate ISO 27001 certifications covering a number of different solutions and hosting environments. However, not all of our solutions are covered by these certifications.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Ca5535b7-d879-43af-807e-2fd63222a772
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 8b90bd0e-99b7-4c8f-a863-e742eecf1be4
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1 Type 2
  • SOC 2 Typw 2

Social value

• 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
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting 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 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
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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