Cloud Software Services

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: We are partnered with Azure, AWS & Google cloud services.Each cloud service has its constraints like for Azure: Azure services offer robust features, but there are constraints. For instance, in Archiving, Backup, and Disaster Recovery, Azure Backup may have limitations on supported workloads. Compute and Application Hosting on Azure may face constraints based on VM sizes or region availability. Azure Container Instances might have limitations on orchestration capabilities. Azure's NoSQL and Relational databases have constraints on data storage limits and performance tiers. However, Azure's continuous updates often address these constraints, and alternative Azure services or configurations can mitigate them
System requirements: Archiving, Backup, and Disaster Recovery: Adequate storage and network bandwidth

Compute and Application Hosting: Compatible OS and application versions

Container Service: Containerization support in underlying OS

NoSQL Database: Compatible with NoSQL database engines.

Relational Database: Compatible with SQL database engines.

Advanced antivirus protection tailored for virtual environments

Load Balancing: Compatible with load balancing solutions

Logging and Analysis: Support for logging protocols

Message Queuing and Processing: Support for message queuing protocols

Platform as a Service (PaaS): Compatible development frameworks and tools

User support

Email or online ticketing support: Email or online ticketing
Support response times: Prompt Support: We prioritize prompt and effective support through channels like email or a ticketing system. Tailored SLAs: Our Service Level Agreements (SLAs) are customized to meet each client's unique needs issue. Structured SLAs: SLAs are categorized into four severity levels: Critical (S1), Major (S2), Minor (S3), and Service Requests (S4). Response Time: Guaranteed timely responses Regular Updates: Clients receive regular updates at specified intervals to ensure transparency Resolution Time: Ranging from 0-2 hours for critical issues to 0-8 hours for service requests. Uptime Commitment: High uptime level with a minimum SLA of 99.95% across all severity levels
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Yes, at an extra cost
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Users can connect with us using the Microsoft Teams group chat dedicatedly created during the onboarding.
Web chat accessibility testing: Yes , there are option available in Microsoft Teams chat like- Call, Text
Onsite support: Yes, at extra cost
Support levels: We provide comprehensive support levels, including L1 and L2 support, to monitor, resolve, and perform preventative maintenance on application and infrastructure components. Application Support Services: L1, L2 Application Monitoring support Application Uptime Management and Support Application Capacity Management Support Periodic Security Assessment and remediation Runbook Automation - Automating and Semi-Automating maintenance of applications 24/7 Monitoring of QoS, performance, and Security of the applications Periodic Backup of Application data/Databases etc Disaster Recovery and BCP in case of Application Failures 24*7 Infrastructure Support Services: L1, L2 Cloud Infrastructure Support Monitoring & Review of Infrastructure Dashboard(s) and Troubleshooting Setup of alerting mechanism for P1, P2 issues Monitoring of Cloud Infrastructure for performance, security, and vulnerability incidents Periodic security and vulnerability assessment at infrastructure level Review and resolution of performance, security, and vulnerability incidents Proactive and periodic maintenance and right-sizing of Cloud Infrastructure - Backup and Restore, Upgrades, etc. Infrastructure Optimization and Cost Optimization (L2) Monthly Reporting on tickets resolved and SLA status Costs and Additional Information: Pricing for different support levels is available upon request and can vary based on the scope and scale of services. We provide dedicated technical account managers as part of our support offerings, ensuring personalized assistance.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: We offer cloud services from our partners Azure, AWS, and Google, granting users full access to their respective APIs. We assist users in getting started with Azure, AWS, and Google service through a variety of resources tailored to their preferences and needs. Our support includes comprehensive user documentation, accessible online through our website or platform. This documentation offers step-by-step guides, tutorials, and FAQs to help users navigate our service effectively. In addition to documentation, we provide online training sessions conducted by our experienced team members. These sessions cover various aspects of our service, from basic functionalities to advanced features, allowing users to interact with instructors and ask questions in real-time. Additionally, we provide supplementary assistance to empower users in independently managing their tasks.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Users can extract their data from Azure, AWS, and Google Cloud through various methods provided by each platform. In Azure, users can utilize services like Azure Storage, Azure SQL Database, or Azure Backup to export their data. Azure Storage allows users to download their files directly through the Azure portal or programmatically through APIs. Azure SQL Database offers tools for exporting databases to various formats such as BACPAC or CSV. Azure Backup provides options for exporting backup data to storage accounts or local disks. In AWS, users can use services like Amazon S3, Amazon RDS, or AWS Data Pipeline for data extraction. Amazon S3 enables users to download objects directly or use tools like AWS CLI or SDKs for programmatic access. Amazon RDS allows users to export databases to formats like SQL files or CSV. AWS Data Pipeline facilitates data transfer and transformation tasks, including exporting data from various AWS services to destinations like S3 or Redshift. Overall, each cloud platform offers multiple tools and methods for users to extract their data efficiently, allowing them to choose the most suitable approach based on their requirements and preferences. Additionally, we provide supplementary assistance to empower users in independently managing their tasks.
End-of-contract process: Once all the data has been extracted the cloud account has been deleted. Bill generated by the cloud partners like- AWS, Azure, Google will be the additional cost. Contract cost includes supplementary assistance to empower users in independently managing their tasks.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome
Application to install: Yes
Compatible operating systems: Android

IOS
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Our mobile service mirrors its desktop counterpart, ensuring seamless accessibility across platforms. However, there are nuanced disparities. The mobile interface prioritizes responsive design, optimizing for smaller screens and touch navigation. User experience may differ slightly due to layout adjustments, yet functionality remains consistent. Certain features may be streamlined or adapted for mobile usage, enhancing efficiency and accessibility on-the-go. Overall, Datamatics maintains uniformity in service quality while tailoring the experience to suit diverse device requirements.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: We offer cloud services from our partners Azure, AWS, and Google, granting users full access to their respective APIs/Web interface

Azure, AWS, and Google Cloud offer intuitive web-based interfaces for managing cloud resources. Each provides a user-friendly dashboard allowing users to deploy, monitor, and manage services such as virtual machines, databases, and storage. These interfaces streamline cloud management, enabling efficient resource allocation and scalability.

Additionally, we provide supplementary assistance to empower users in independently managing their tasks.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Interface testing for Azure, AWS, and Google Cloud involves thorough evaluation with users of assistive technology. This ensures accessibility compliance, including screen reader compatibility, keyboard navigation, and alternative text support. By engaging users with diverse needs, these platforms can enhance usability and inclusivity, fostering a more accessible cloud computing experience.
API: Yes
What users can and can't do using the API: We offer cloud services from our partners Azure, AWS, and Google, granting users full access to their respective APIs. Additionally, we provide supplementary assistance to empower users in independently managing their tasks.
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: According to the specifications, analysis will be conducted, and adjustments will be made as necessary. Our services are completely adaptable to meet specific needs.

Scaling

Independence of resources: Concerning scaling- we ensure users are unaffected by demand fluctuations through scalable infrastructure. Our service dynamically allocates resources to meet demand spikes, maintaining consistent performance levels for all users. Additionally, load-balancing techniques distribute incoming traffic evenly across servers, preventing congestion and bottlenecks. Automated monitoring and scaling mechanisms continuously adjust resource allocation based on usage patterns, ensuring optimal performance and reliability regardless of fluctuations in demand from other users.

Analytics

Service usage metrics: Yes
Metrics types: AWS, Azure, and Google Cloud offer comprehensive service metrics to monitor performance and usage. AWS provides CloudWatch for tracking resource utilization, performance, and operational health. Azure offers Azure Monitor for real-time monitoring of applications and infrastructure, including metrics, logs, and alerts. Google Cloud provides Stackdriver Monitoring for monitoring, logging, and diagnostics across cloud resources. These metrics enable users to optimize performance, enhance security, and ensure reliability of cloud services.

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Amazon Web Services (AWS),Microsoft Azure,Google Cloud

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: Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: We offer cloud services from our partners Azure, AWS, and Google, granting users full access to their respective APIs.
AWS: Users can export data from AWS using services like Amazon S3, AWS Snowball, or AWS DataSync. They can also utilize AWS Database Migration Service (DMS) for database exports.
Azure: Azure users can export data using Azure Blob Storage, Azure Data Lake Storage, or Azure File Storage. Azure Data Factory can also be employed for data export tasks.
Google Cloud: Users can export data from Google Cloud using services like Google Cloud Storage, BigQuery, or Google Cloud SQL.
Data export formats: CSV

Other
Other data export formats: JSON

XML

Parquet
Data import formats: CSV

Other
Other data import formats: Parquet

JSON

XML

Avro

ORC

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: Prompt Support: We prioritize prompt and effective support through channels like email or a ticketing system. Tailored SLAs: Our Service Level Agreements (SLAs) are customized to meet each client's unique needs issue. Structured SLAs: SLAs are categorized into four severity levels: Critical (S1), Major (S2), Minor (S3), and Service Requests (S4). Response Time: Guaranteed timely responses Regular Updates: Clients receive regular updates at specified intervals to ensure transparency Resolution Time: Ranging from 0-2 hours for critical issues to 0-8 hours for service requests. Uptime Commitment: High uptime level with a minimum SLA of 99.95% across all severity levels
Approach to resilience: It’s available on request
Outage reporting: Public Dashboard: Both AWS and Azure offer public dashboards that display the current status of their services. These dashboards provide real-time updates on service availability, performance, and any ongoing incidents or outages. API: Both AWS and Azure offer APIs that allow users to programmatically retrieve information about service status and incidents. Users can integrate these APIs into their monitoring systems to receive automated updates and alerts about outages. Email Alerts: Both AWS and Azure offer email alerts to notify users about service outages or incidents. Users can subscribe to email notifications for specific services or regions to receive timely updates about any disruptions affecting their operations.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Access restrictions in management interfaces and support channels are implemented through robust security measures. Multi-factor authentication (MFA) is enforced to verify user identities and prevent unauthorized access. Role-based access control (RBAC) limits permissions based on user roles, ensuring only authorized personnel can perform specific actions. Additionally, access policies define who can access which resources and under what conditions, minimizing the risk of unauthorized access. Regular audits and reviews of access controls help maintain security posture, while encryption protocols safeguard sensitive data during transmission and storage. Continuous monitoring and logging of access activities enable rapid detection.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

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: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: STQC-Standardization Testing and Quality Certification
ISO/IEC 27001 accreditation date: Recently audit for ISO27001:2013 was conducted in Nov2022. Certification valid till May2025
What the ISO/IEC 27001 doesn’t cover: None
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: No
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: We offer cloud services from our partners Azure, AWS, and Google, granting users full access to their respective APIs/ web interfaces. In AWS, Azure, and Google Cloud, stringent information security policies and processes are adhered to. These include comprehensive frameworks such as AWS Well-Architected Framework, Azure Security Center, and Google Cloud Security Command Center. Each platform implements a multi-layered approach to security, encompassing network security, data encryption, access controls, and threat detection. Reporting structures typically involve designated security teams responsible for monitoring, incident response, and compliance. Regular audits and assessments ensure adherence to security policies and industry standards like ISO 27001 and SOC 2. Additionally, automated tools and alerts are utilized for continuous monitoring and real-time threat detection. To ensure policies are followed, access controls, identity management, and role-based permissions are enforced rigorously. Training programs educate users on security best practices, while regular reviews and assessments verify compliance. Furthermore, each cloud provider offers compliance certifications and documentation to demonstrate adherence to security standards, providing transparency and assurance to customers.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: With regards to Change Requests of new functionalities, will initiate Change Management Process. Activities in the Change Management Process will be as follows:  Changes to be shared by client’s Project Manager to Datamatics Team in a predefined format Assessing the impact of proposed change will be performed by us Propose cost & timeline for the changes Approval of Changes to be given by the client. After a change is accepted, Datamatics would: Publish the schedule for implementation Incorporate the change and get it tested and accepted Maintain records of all changes to base lined items.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: AWS and Azure employ robust vulnerability management processes. They assess threats through continuous monitoring, penetration testing, and threat intelligence analysis. Rapid patch deployment is facilitated through automated systems and prioritized based on severity. Both platforms gather threat information from multiple sources, including security advisories, industry reports, and community forums, ensuring comprehensive coverage. This proactive approach to vulnerability management helps mitigate risks and safeguard the security and integrity of their services
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Cloud services employ advanced protective monitoring processes. They continuously monitor network traffic, system logs, and user activities to detect potential compromises. When a compromise is identified, they promptly initiate incident response procedures, isolating affected systems and containing the threat. Response times are swift, with automated alerts triggering immediate actions and human intervention as necessary. Both platforms prioritize rapid incident resolution to minimize impact and ensure the security and integrity of their services and users' data.
Incident management type: Supplier-defined controls
Incident management approach: We have a predefined process in place. However, the process may vary as per the requirement and it would be mutually agreed with the client and our team.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Equal opportunity
Wellbeing

Fighting climate change

We have a Corporate Environment Policy in place. It cover the following: Management of the organization recognizes people as the most important assets and commits to provide a safe, healthy, and pollution free environment including climate change mitigation and adoption, sustainable resource use and protection of biodiversity and related ecosystems for those who are working in the premises precincts, for those who are visiting our operations/premises as business associates for business purposes and common visitors as well. Positive challenge will be demonstrated by overall leadership and commitment by the management towards this end. At the same time it is the duty of every employee to work in a safe manner so as not to endanger himself and his colleagues at the work place. The objective of this policy is to sustain zero incidents, zero occupational health hazard and pollution-free working environmental organization.

Equal opportunity

As a global player, we take immense pride in the rich diversity of knowledge, skills, abilities, and uniqueness of our people. With one of the best gender diversity ratio of 39%, we believe in providing equal opportunities to our people. Datamatics was recognised for being among the Top Companies in the Private sector at the United Nations Global Compact Network India (UN GCNI) Innovative Practices Award “Women at Work” – 2020. Acknowledged to be amongst the top 10 companies in the private sector, by United Nations Global Compact Network India (UN GCNI), for its innovative practices of “Women at Work”. The Company is dedicated to creating a working environment with the highest degree of ethical and virtuous work practices by ensuring fairness at every step of the employee life-cycle; to build a progressive and diverse workforce. The Company holds in high regard the guidelines laid down under the international conventions and laws relating to slavery. It aims to maintain a safe and harmonious working environment for each individual, irrespective of work, designation, ethnicity, race, caste, nationality, gender, religion, and other parameters. The Company aims to provide its employees with an environment of equality and respect for all employees and contractors and not discriminating against any individuals on the basis of their gender, age, disability, ethnicity, sexual orientation, family status, religious beliefs and abilities. The Company ensures that its Personnel or potential hires are not unlawfully discriminated against, directly or indirectly, as a result of their colour, creed, race, nationality, ethnic or national origin, connections with a national minority, marital or civil partnership status, pregnancy, age, disability, religion, or similar philosophical belief, sexual orientation, gender or gender reassignment or trade union membership etc. and never tolerate harassment in any form. https://www.datamatics.com/human-resources/diversity-charter

Wellbeing

We have well defined six dimension Employee Wellness plan for the following areas: Social, Professional, Emotional, Physical, Financial, Environmental. Datamatics believes that people are the most important assets of any organization, and are instrumental in the growth of the Company. Datamatics considers its employees a pivotal part of the Company and is committed to treating all associates with dignity and respect. In principle and practice, Datamatics is driven by its people, we truly believe in the mantra of ‘In your success, lies our success Celebrating our people and every milestone they achieve professionally as well as personally! Our people are conferred through various reward and recognition programs which includes our Annual Achievers Awards, SPOT Awards, Employee of the Month Awards, Long Service Awards, Badges and more. We nurture our peoples’ strength, potential, and ambition. Continuous learning is integral to the success of every Datamatician. We co-create a culture of learning and continuous improvement with our people. Celebrating our people and every milestone they achieve professionally as well as personally! Our people are conferred through various reward and recognition programs which includes our Annual Achievers Awards, SPOT Awards, Employee of the Month Awards, Long Service Awards, Badges and more.

Pricing

Price: £216 to £1,300 a unit a day
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Indeed, Azure, AWS, and Google Cloud provide free trial options, enabling users to test their platforms before subscribing. Datamatics acknowledges the significance of firsthand experience, hence offers a free trial for our cloud hosting services. This allows organizations to evaluate our solutions' performance and suitability without financial obligation.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Cloud Software Services

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents