Whitespider

Arecibo Monitoring & Management

This service brings together infrastructure management capabilities into one solution presenting a unified view of the end-to-end IT estate providing:
• Device status
• Event and measurement logs
• Capacity information
• Device trend data
It delivers actionable insights, that enable IT organisations to improve service quality and predictability.

Features

  • Real-time access to status information via online dashboard
  • Device capacity information
  • User Experience Management
  • Real-time user application latency and optimisation
  • Device life-cycle reporting
  • EoL and EoS notifications
  • Automated configuration backups

Benefits

  • Enables pre-emptive actions to prevent user issues
  • Highly visual presentation of devices and data flows
  • Enhances capability of detecting issues and events rapidly
  • Faster detection of security threats intrusions
  • Maximising new and existing investment in technology
  • Reduces risks associated with operating IT infrastructure

Pricing

£25 a licence a year

  • Education pricing available
  • Free trial available

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 jonny.malcolm@whitespider.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

1 0 2 6 3 4 5 6 4 4 3 3 7 1 8

Contact

Whitespider Jonny Malcolm
Telephone: 02037732380
Email: jonny.malcolm@whitespider.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No known constraints
System requirements
No requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1: 4 working hours
Priority 2: 8 working hours
Priority 3: 2 working days
Priority 4: 3 working days
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
No
Onsite support
Yes, at extra cost
Support levels
Customers have different support options. These include:
1. 'In Hours' support. 8*5 Weekday support which is the base level, 9am-5pm on week days (excludes Public Holidays)
2. 'Extended' support. 15*5 Weekday support, 7pm-10pm on week days. This is additional cost, priced per customer
2. 'OOH' Support. This 24*7 support, again additional cost priced per customer.
All of these will have a Support Engineer
Support available to third parties
No

Onboarding and offboarding

Getting started
Onboarding customers is critical.
1. We will support customers by uploading all data we can directly, then giving them online demonstrations using their data (where possible)
2. We provide online video and documentation for customer training and support
3. We provide web support for customer
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Users have full, unrestricted access to their data so can extract it whenever they need.
End-of-contract process
The services is based on an annual contract. After 12 months the customer can cancel the service any time with 3 months notice. After this point no charges apply

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
No
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
Closed to public access
API documentation
No
API sandbox or test environment
No
Customisation available
No

Scaling

Independence of resources
The service is a multi-tenanted solution that is load balanced and capable of online scaling

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Other
Other data at rest protection approach
Encryption at rest on DB's
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users can select all, or elements of, the data to export in a CSV format
Data export formats
CSV
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
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.99% uptime
Approach to resilience
Load balanced servers with a DR protocol
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
RBACs
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
You control when users can access 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

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
The approach to security for the service includes:
- Defining appropriate Role Based Access controls to the system
- Continually monitoring for potential cyber threats and implementing safeguards
- Maintaining secure environment and processes for handling customer data
- Ensuring software development follows appropriate standards and testing
Information security policies and processes
The following processes are in place to ensure appropriate security is maintained:
Documentation and Software
- Document control: Managing storage and revision of all documentation
- Approvals: Defined approval process for all documentation and software revisions
- Code Development: Processes for managing the development and release of software code
Customer Data
- Access control: Ensure that users have appropriate access for their role to customer data
- Physical Security: Employees are appropriatly checked prior to being given access. The Premises are secured, with full CCTV and visitors escorted in the premises
- Systems are maintained in a secure data centre environment
- Customer on-boarding process: Ensuring appropriate information regarding customers and their regulatory bodies is collected and understood

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The process ensures changes are undertaken by an expert with appropriate level of expertise and experience who understands the impact. The change board consists of: a. At least one WhiteSpider individual b. At least) one customer individual. 2. The CAB will have a weekly approval meeting 3. Change requests include: a. Summary and Priority of change b. Expected impact, including risk assessment and security impact c. Time required d. Devices and people involved e. Details of changes to production environment. f. Escalation process g. Testing details Change details are stored on a shared environment for access by customer and WhiteSpider
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We determine potential threats through subscribing to relevant organisations to receive vulnerability alerts and information. Examples include Cisco's PSIRTs and VMWare Knowledge Base Any potential threats are assessed to determine criticallity and likely impact Customer alerts are then created, along with appropriate corrective action Relevant patches are then applied, following any necessary change process. Updates are issued when the corrective action is completed.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The service is supported by IDS and IPS at a network level with advanced firewall capabilities at the perimeter, and process monitoring at a compute level. Incidents are responded to according to the customer specific SLAs for the service
Incident management type
Supplier-defined controls
Incident management approach
Incidents are detected and reported either by WhiteSpider's monitoring service (alerts issued automatically) or by end-users who report by phone, email or web portal. Alerts are issued to the service desk, allocated a priority and impact and passed onto the relevant support teams. Depending on SLAs, allocated priority and complexity, the incident may be passed to 3rd line support. Escalation process are followed if the issue is not resolved as SLA thresholds are reached. Once resolved, tickets are closed, customer informed and - if required - detailed incident reports creat-d and either emailed to customer or presented in person.

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

Social Value

Tackling economic inequality

Tackling economic inequality

WhiteSpider provides expert services in infrastructure and cloud. As with many organisations in our sector, we are experiencing high levels of demand for our services, and as such are growing our business rapidly.
To support this growth, and provide our customer with the high levels of expertise that they expect, we invest very heavily our employees to develop and train them to the requisite skill levels. As we recruit based on attitude and future potential more than technical capability, our team comes from all backgrounds and each educational level. As such each employee’s training is unique and customised to their capability and role.
Equal opportunity

Equal opportunity

The service that we provide helps our customers provide a more stable, resilient services to their users so getting better experience. To provide this, we have a growing team of highly skilled engineers. We are at the forefront of our field in terms of skills and capability.

Our approach to developing and growing the team is to employ staff with limited skills and experience from all backgrounds, and through training and on the job support, develop them into skilled engineers. These engineers can then access more highly paid roles with the industry should they seek to move in the future.

Pricing

Price
£25 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Full access to system capabilities for a limited time period (typically 30 days)

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 jonny.malcolm@whitespider.com. Tell them what format you need. It will help if you say what assistive technology you use.