Geode Networks Ltd

SD-WAN Co-Managed - SILVER-PEAK

We’ll provide ongoing management of your Silver-Peak SD-WAN solution along with our best practice advice and recommendations. Our SD-WAN vendor-accredited engineers will continue to help match the latest SD-WAN capabilities to your needs. This means we’re well positioned to contribute to your future network architecture ideas.

Features

• Reduce MPLS WAN Costs
• Consolidate SD-WAN and WAN Optimisation into one service
• Improve SaaS Performance
• Simplify WAN Administration with centralized configuration & management
• Subscription based SD-WAN
• Path conditioning providing MPLS performance across the public internet
• Service Chaining with 3rd Party Security solutions
• 24x7 Co-Managed Solution giving the customer access.
• 24x7 Service Desk located in the UK, US, AUS

Benefits

• Solution is independent of the underlying circuits
• Path Selection allowing the use of multiple cheaper circuits
• Boosts application performance combating latency
• Uptime improved by automatically routing traffic to the best path
• Co-Managed Service enabling customer visibility and control
• Zero Touch provisioning enabling improved site deployment time
• Customer Portal to access reports and log tickets
• Accelerate deployment by benefitting from our experience and agility .

£736 a device

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

Framework

G-Cloud 13

Service ID

118920401563093

Contact

Marc Sollars
01189 838620
msollars@geodeservices.com

Service scope

• Service constraints: Initial discussions would highlight the customers network infrastructure and any considerations to be made available at that time.
• System requirements: Underlying circuits are required for connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: PRIORITY 1 - CRITICAL - We’ll respond to a Priority 1 incident within one hour, our most urgent response time; ; PRIORITY 2 - HIGH IMPACT DISRUPTION - We’ll respond within four hours following receipt of a P2 incident.; ; PRIORITY 3 - MINOR IMPACT DISRUPTION - We’ll respond within eight hours following the receipt of a P3 incident.; ; PRIORITY 4 – INFORMATIONAL REQUEST - We’ll respond to you within 24 hours following the receipt of a P4 request.
• 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: 24x7x365 MONITORING & ALERTING; From our follow-the-sun Network Operations Centres (NOCs) in the UK, USA and Australia, we’ll monitor and alert you when errors occur based on SNMP alarms:; ; We also have the capability to monitor and alert on end user and application Quality of Experience as an add-on option, based on the following criteria:; • User-Specific Quality of Experience; • User Quality of Experience Averages by Site, Region, Country (Or Custom); • Application-Specific Quality of Experience; • Application Quality of Experience Averages by Site, Region, Country (Or Custom); • Quality of Experience Pre- & Post- SD-WAN Change; ; To ensure our Co-Managed and Managed Services meet your Silver Peak SD-WAN needs, we underpin our service with multiple Service Level Agreements (SLAs). Both services include Standard SLAs. Our; Managed Service also includes the option for Custom SLAs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Prior to Service Enablement, we’ll arrange a PreService Workshop with you to confirm each other’s understanding of the scope of our CoManaged or Managed Service and collect the measures we’ll need to be able to provide you with a detailed project plan. This includes things; like application priorities, device locations, VPN information and expected timescales.; ; You can expect our Service Enablement process to cover a period of approximately 4 weeks to allow time for Service Handbook preparation, VPN installation and set up of our monitoring system. Service Enablement carries a one-off cost, and our Co-Managed and Managed Services are charged as a predictable, monthly recurring cost.; ; If you’d like to get started and schedule a Pre-Service Workshop
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Microsoft Office Documents
• End-of-contract data extraction: Once the contract ends all data will be collated and returned in a pre-agreed format.
• End-of-contract process: Service will cease at the end of the contract term, All customer data will be returned in a pre-agreed format

Using the service

• Web browser interface: Yes
• Using the web interface: Users are able to login to our Portal, view reports, dashboards and log tickets. As part of the Co-Managed service the customer also has access to the central management Orchestrator.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Users are able to login to our Portal via a HTTPS connection.
• Web interface accessibility testing: User testing has been completed
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: The SD-WAN Architecture is provided as a single tenant system, as such the performance is not affected by other users.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Silver-Peak

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: European Economic Area (EEA)
• 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: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Configuration settings of the SD-WAN Network
• Backup controls: The Service includes regular backups of the SD-WAN Network,
• Datacentre setup: Single datacentre with multiple copies
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service levels are provided in our Service Description
• Approach to resilience: Resiliency is dependant on the scope of the service agreed
• Outage reporting: Email Alerts

Identity and authentication

• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to the system is via a Role Based Access Control, dependant on the level required within the service access will be provided to the end user.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through:
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Geode parent company Teneo Ltd working towards Cyber Essentials
  • Geode parent company certified with ISO27001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Geode Services parent company is certified under ISO 27001, this then is adopted by all subsidiaries.
• Information security policies and processes: Teneo Ltd and its subsidiaries have e security policy and sub policies covering areas such as:; Access Control; Change Management; Password Policy Management; Information transfer; GDPR

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Geode NOC will make changes to the managed appliances based on the change processes and procedures agreed with you and described in the Customer Handbook. Under the standard Co-Managed Service offering configuration changes are limited to those resulting from support cases where they are part of fault resolution.; ; CUSTOMER has the option to add unlimited change management for all none corrective changes (to their service or Geode can perform changes as required via a separate Statement of Work.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Geode will upgrade the software on all managed appliances on an agreed schedule with you, handled through the change management process. We will advise you when a new version of software is available, that we feel is stable and would recommend for general deployment
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is described within the Service definition document
• Incident management type: Supplier-defined controls
• Incident management approach: Geode will detect and declare all incidents that arise within the scope of the solution, at the network level based on the alert conditions defined in the Statement of Work and/or Customer Handbook.; ; Time To Notification TTN is defined as the time taken for Teneo to notify the customer to an alert raised from the tools monitoring. Alerts can be raised to Teneo via the following methods – phone call, e-mail, direct into a ticketing system or text message (please refer to the Customer Handbook for agreed processes).

Secure development

• Approach to secure software development best practice: Supplier-defined process

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Silver-Peak / AWS
• How shared infrastructure is kept separate: We utilise the Silver-Peak Orchestrator as a Service to provide Orchestration services, this is hosted within AWS with single tenancy operation.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: The services are hosted within AWS data centres

Social Value

• Tackling economic inequality:

  Tackling economic inequality

  Our Corporate Social Responsibility initiatives reflect our mission of opening minds to new possibilities, and create opportunities for the local and global communities within which we work.; ; In partnering with Teneo, you in turn help to support these initiatives. Our growth is spurred on by a passion to make a difference in the world – we know that the bigger we are, the more we can give back. It’s a goal that we all share as a team, and something we’ve always wanted to share more with you.; ; The real passion at Teneo is for investing in education projects that will help some of the poorest people in the world to escape a life of poverty.; ; The catalyst for this was a trip to Ethiopia by our CEO, Piers Carey, in 2011. Piers visited a school in Lalibela built by Plan International, which set off the train of thought that Teneo could make a difference in this area.; ; We typically undertake one major project per year and support that with numerous mid-sized or smaller projects.; ; Our work back at home includes supporting a number of local charities as well as sponsoring local sports teams and contributing to requests for sponsorships from colleagues, customers and partners.

Pricing

• Price: £736 a device
• Discount for educational organisations: No
• Free trial available: No

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