Forfusion Ltd

Full Stack Observability

Gain end-to-end visibility to confidently plan and deploy your hybrid cloud, whilst obtaining valuable insights through real-time workload performance. Our experts help you to leverage application and infrastructure monitoring tools to reliably validate success, so you can tailor your approach to addressing potential issues in hybrid or multi-cloud environments.

Features

• Security device onboarding.
• Software image management (SWIM).
• Security assurance.
• Secure network segmentation.
• Policy driven security.
• Application security.
• End-user security.
• Cloud security.
• Security compliance.
• ISO27001, TOGAF, ITIL, PRINCE2, and Cyber Essentials.

Benefits

• Realise exceptional customer experience.
• Maximise efficiency and productivity.
• Achieve secure connectivity and compliance.
• Meet sustainability plans and goals.
• Ensure effective financial control and management.
• Define robust standards on which solutions are developed.
• Facilitate service consumption models to maximise ROI.
• Showcase and trial technologies aligned with use cases.
• Undertake lifecycle services, delivered on time and in budget.
• Maximise availability and performance whilst improving security posture.

£0.00 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 steven.forrest@forfusion.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

151462429172753

Contact

Steven Forrest
01915009100
steven.forrest@forfusion.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • Internet access
  • Endpoint protection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependant on SLA agreed, as little as 30 minutes.
• 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: No
• Onsite support: Onsite support
• Support levels: The Forfusion Managed Services, FusionCare, is a UK operated support function. Coverage can be tailored ranging from business hours up to 24x7x365 with response times as short as 30 minutes and options up to next business day. Support costs will vary depending on the solution deployed and service levels/ hours requested. We offer fixed price support across all levels. We can provide a Technical Account Manager and Cloud Support Engineer wrapped into all of our services.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of the onboarding process, we provide an assessment of the current state, we agree on stakeholders involved in the onboarding, we agree on the stakeholders involved in the adoption of the service, we include documentation and bespoke training sessions to explain the service functionalities agreed and to help the customer throughout Customer Success team to maximise the value of the service by supporting with the adoption and mapping new functionalities with business needs. As part of the continuous service and solutions improvements, we take feedback from customer to implement new functionalities.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customers will own their own data which will be contained in the dedicated tenant created to deliver the service. By decommissioning the equipment and deleting the tenant, user can confirm the removal of their data.
• End-of-contract process: Notification: Depending on the reason for the offboarding the notification can be provided either by the customer or Forfusion. This will initiate the offboarding process. - Knowledge Transfer: Forfusion will provide any relevant and crucial documents and conduct knowledge transfer to the customer’s internal team and/or the new service provider. - Data Backup: Ensure the data is securely backed up and handed over to the client or new service provider. - Access management: Ensure all existing access credentials for the support team are disabled. - Termination of Services: Ensure all services and processes are terminated smoothly and without any disruption in agreement with the customer. - Finalise billing: Complete all final billing. - Contract closure and signoff: Review all contract termination clauses and ensure all obligations have been met. Once that has been confirmed by both parties signoff.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The applications developed to support the service will provide the corresponding user interface to facilitate functionalities described in the service description.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Cisco adopts the WCAG 2.0 Level A & AA requirements as best practices for development, testing and overall conformance for the accessibility of Cisco web-based (software, SaaS and cloud based) products.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We define customer devices as part of the service onboarding process to test functionalities based on the interface provided by the solution and service. Tools supporting functionalities like text augmentation, screen reader, and captions can be available depending on the solution.
• API: Yes
• What users can and can't do using the API: The Webex APIs provide your applications with direct access to the Cisco Webex Platform, giving you the ability to: Create a Webex space and invite people Search for people in your company Post messages in a Webex space Get Webex space history or be notified in real-time when new messages are posted by others Execute a command on a Webex RoomOS device.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Logos, appearance and reporting metrics can be customised in addition to exploring integration with multiple platforms.

Scaling

• Independence of resources: The infrastructure and software scalability is responsibility of the vendor underpinning the solution and service and measure by Forfusion to provide capacity management as part of the ongoing service contracted.

Analytics

• Service usage metrics: Yes
• Metrics types: Response time, Resolution time and Service Level Agreements according to priority of the event.
• 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: Cisco, Microsoft, Citrix, Azure, AWS, VMWare, Meraki, LoginVSI, Evolving Networks.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: User have access to their data and can access to it through the application.
• Data export formats: CSV
• Data import formats: CSV

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: P1 - Impact on all users/risk to business continuity/impact on entire business. 30-minute response including assignment. Update every 1 hour. Target resolution time 4 hours. P2 - Impact on site/server, system down/significant problem preventing operation for multiple users. 60-minute response including assignment. Update every 2 hours. Target resolution 8 hours. P3 - Impact on individual standard users. 3-hour response (next working day for cases raised out of hours) *. Target resolution time 16 hours / 2 working days. P4 - Service Request/Advice Required for standard users. (For example, a MACD to enable an access port for a new endpoint, or add/remove a user). 12-hour response (next working day for cases raised out of hours) *. Target resolution time 32 hours / 4 working days *When a P3 or P4 incident is raised within the final hour of business, for example at 1700 during a normal working day, FusionCare Service Team will endeavour to respond prior to the end of the day, however for SLA purposes, the 1-hour response timer will roll through until 0830 on the next business day. Compensation for breaking SLA's is agreed upon with customers under T&C's of the service contracted.
• Approach to resilience: This can be available on request.
• Outage reporting: Reporting can be provided via email, management dashboards and Forfusion Customer Portal presenting incidents and SLA indicators.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Forfusion follows ITIL/ISO27001 access management policy and process to enforce the controls to minimise risk. Role-Based Access Controls are implemented per each platform part of the service.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 19/01/23 and renewed 23/01/24
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: NCSC CISP

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 adhere to ISO 27001 and Cyber Essentials security policies and processes. We have a dedicated team and tools to ensure we keep up to date with any changes in these security frameworks to ensure our customers have minimum risks. We also operate our services adhering to the ITIL framework for processes and operational policies.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Following ITIL standards, Forfusion staff comply with the Change Management Process where it comes to either adding, modifying, updating or removing any live systems or services within Forfusion. The Change Management Process does not cover isolated test systems or services unless they have any of the following properties; A connection into a live system. Are “customer facing”. The Change Management Policy covers normal changes, standard changes and emergency changes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Forfusion provides a proactive vulnerability management for solutions and services provided. Security vulnerability validated by technology vendors are notified to customers in line with the severity of the vulnerability and a remediation plan is defined, approved and executed according to customers' internal policies to approve the change in the shortest period of time possible.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Forfusion solutions and services provide threat detection mechanisms alerting about indicators of compromise that are evaluated, validated and communicated to the customer. Response times will be in line with the service level agreements, with accelerated exceptions when the security risk is classified as very high.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident Identified: Forfusion is contacted by customer to log an incident, or an incident is raised via a tool event. Loggin/Categorisation/Prioritisation: Incident information logged and incident categorised. Investigation/Diagnosis: Troubleshooting was conducted to restore service. Escalation Functional escalation occurs when the Service Desk is not able to resolve the Incident or where the Incident has not been resolved within the target resolution time. Fixing incident At this point, the solution found will be tested and the incident fixed. Once the fix has worked and been accepted by the customer, then the incident can be closed and the ticket updated accordingly.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  To do our part in fighting climate change, Forfusion will where possible carry out work remotely, reducing the impact of travel on the environment. In October 2021 we implemented a formal Agile Working policy which provides our employees across the country the ability to choose to work from home or from the office as they see fit, only requiring them to work from site for team activities and other such situations. Whilst the reasons for this change were many, the environmental benefits were high on our agenda following consultation with our employees. In 2021, Forfusion began to actively discourage the provision of all petrol and diesel as company vehicles from next renewal. To encourage employees to make a greener choice, we have introduced a fully-managed and flexible salary sacrifice company vehicle scheme which only provides for 100% electric vehicle choices. Whilst many of our suppliers (of physical product) have fixed and remote distribution hubs that we have no influence over, we do make a very positive effort to choose suppliers of other services that are as close to our base as possible, minimising environmental impact when travel is necessary.

  Covid-19 recovery

  Our scope for impacting the management and recovery from Covid-19 is focussed on our staff across the UK, and we believe we’ve done as best we can to always go above and beyond in this area. Forfusion was concerned very early about the impact of the spread of the pandemic, sending all our staff to work from home some three weeks before the formal government advice. We were already a location-flexible working company and with than had the IT infrastructure in place to tell our staff not to come to the office until further notice. For essential office visits, we commissioned an approval-based booking system, drastically limiting office numbers to more than accommodate social distancing. For employees who either needed to shield, or had a member of their family shielding, we made amendments to their role or working patterns to best support their safety. While Forfusion, along with most businesses in the UK, made use of the Government furlough scheme, all furloughed employees’ wages were ‘topped up’ to 100% pay by Forfusion, to help alleviate financial worries of our staff during the pandemic. Forfusion increased and extended its existing mental health support for staff in anticipation of any issues caused directly or indirectly by Covid-19 as a precautionary measure. While we already had Sick Pay and Private Medical insurance benefits in place, we extended the scope of these benefits to include free mental health and wellbeing counselling sessions, free financial advice, free remote gym-at-home sessions coupled with flexible-working to enable sessions to be undertaken within the working day. As Covid-19 has receded, we have not asked our staff to return to the office. In October 2021 we introduced a formal Agile Working Policy, only requiring our staff to be in the office for specific team activities.

  Tackling economic inequality

  In 2021, we partnered with a local high school, Monkseaton High, to support them in their STEM curriculum. Year 10 students have been given the opportunity to learn about computer networks, connections and protocols first-hand. Where lockdown rules permitted and under strict social distancing guidelines, we have welcomed three groups of students into our offices for a day to experience the technology in person, engaging Forfusion staff from Apprentice to Senior Manager and Director level across the activities. We have invested and will continue to invest hundreds of hours into giving these young adults the best possible chance while actively trying to narrow the gender gap in our industry. We do what we can to create as many apprenticeship opportunities as possible, with previous engagements leading to full-time employment. We took one person on in June 2022, one in early 2023 and so far, another in 2024. We see our apprentices as long-term investments, and we have a retention rate of 100%, with all of them moving into full-time employment and progressing upwards in the organisation. We do what we can to create as many Apprenticeship opportunities as possible and have brought one each time the previous had progressed to full time employment, the most recently of which is planned for June 2022. We see our apprentices as long-term investments in them and by the business, and have a retention rate of 100%, with all moving into full-time employment and progressing upwards in the organisation.

  Equal opportunity

  Forfusion is a committed equal opportunity employer, and we operate an equal-opportunity approach to recruitment and in-work progression within our organisation. Two critical areas of Equal Opportunity that are of focus for us are gender imbalance and the gender pay gap. We are working hard to recruit and develop females in our traditionally male-dominated industry. Our female-to-male ratio continues to improve, whereby in May 2022, 80% of our female employees were promoted to manager or director level. We can still do more on female recruitment, with 98% of job applicants being male. We’re tackling this by engaging with the Newcastle United Foundation, which provides meaningful opportunities to improve the lives of thousands of children, teenagers, adults, families, and older generations. Our focus has been supporting the NUF with their Prince’s Trust Programme, which is aimed at teenagers and young adults who are out of education, training, or employment. We run taster sessions at our Newcastle office to introduce the young adults to the world of work and the IT industry specifically, then take a broad range of our staff and engage with them, in group and one-to-one sessions, to help them understand what following a career in IT might mean. We encourage the foundation to bring as many females to this as possible and are seeing over 50% take-up. In addition to the local community work, Forfusion sponsored the World Skills UK Equality, Diversity Inclusion awards early in 2022, and we continue looking for opportunities to do more of the same. We have a formal policy on Anti-Slavery and Human Trafficking, which is made available to all staff and sponsored by our Business Services Director. A copy is available on request.

  Wellbeing

  We take the wellbeing of our staff, from a physical and mental angle, very seriously. We offer all employees free of charge comprehensive medical insurance (including mental health support) and mental health signposting through an expert external support organisation, and all employees are also offered gymnasium membership regardless of their geographic location. We have a long-standing quarterly employee review culture and educate our managers and leaders to encourage our team to talk about issues they have at these sessions or any other time. In 2020, Forfusion increased its existing mental health support for staff in anticipation of any problems caused directly or indirectly by Covid-19 as a precautionary measure. While we already had Sick Pay and Private Medical insurance benefits in place, we extended the scope of these benefits to include free mental health and wellbeing counselling sessions, free financial advice, free remote gym-at-home sessions coupled with flexible working to enable sessions to be undertaken within the working day. Our long-standing flexible working approach is largely designed to support our team's physical and mental strength. In October 2021, we implemented a formal Agile Working policy that allows all of our employees across the country to work from home or the office as they see fit, only requiring them to come in for specific team activities. In 2024, we are witnessing positive behaviours, whether performance related, or general wellbeing, stemming directly from implementing such policies.

Pricing

• Price: £0.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Access to the components of the solution as per agreement with the customer for a limited number of users. No multi-site deployments. Not exceeding an agreed number of users/endpoints. Trial duration will be according to the technology vendor offer.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 steven.forrest@forfusion.com. Tell them what format you need. It will help if you say what assistive technology you use.