Maintel Europe Limited

Maintel SDWAN

Maintel SD-WAN is an overlay capability that can be delivered using best in class technologies from Meraki, Cisco Catalyst, or Fortinet. Offered as a fully or co-managed service, Maintel designs solutions that align with your current needs and seamlessly scale with your future ambitions.

Features

• Automated SD-WAN Deployment and Support
• Flexibility: choice of access technologies from best of breed carriers
• Broadband: DSL and FTTC for great value connectivity;
• Ethernet: EFM EoFTTC and resilient fibre access for key sites;
• 4G: back up, remote or temporary sites and fast delivery;
• SD WAN: application visibility and control to improve agility;
• Hybrid: mix and match of public and private access technologies;
• Multi Cloud: private and public gateways to key SaaS providers;
• Internet access: centralised, secure, high speed internet connections;
• Managed and monitored: 24x7 with customer self service portals

Benefits

• Automated SD-WAN Deployment and Support;
• Flexibility, tailored to meet requirements; easily modified for changing demands
• Resilience, alternate routing in the event of a failure
• Diversity, using multiple paths/carriers for high levels of availability
• Geographic separation, diverse routes via different carriers provide geographic separation
• Conformance and security, including ISO27001 and Cyber Essentials Plus
• Advanced security, managed firewalls, content filtering, access policies, etc
• Scalability and futureproof adaptable architecture;

£1,000.00 a unit

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 bids@maintel.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

217809373953125

Contact

Hannah Cook
07730521482
bids@maintel.co.uk

Service scope

• Service constraints: No
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Maintel offers 24*7 support to all customers, response times are based on the severity of the fault ranging from <30 mins for a Cat 1 to <8hrs for a Cat 5 fault.
• 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: Onsite support
• Support levels: Maintel offer 4 support tiers of service. Maintain Tier manages events and Incidents; resolving issues as and when they occur, either remotely or on-site with; up to 24x7x365 fully UK based service desk & remote technical support, Incident Management, Supplier Management, Self-Serve Portal to raise and track tickets, quotes and requests, Parts replacement & Field Engineers (for hardware-based solutions).; Assist Tier additionally offers Remote Customer Experience Manager, Quarterly online review meetings & quarterly basic reports, Reactive problem & risk management, Optional: Change Management packs and Patching review and recommendation reports. ; Assure Tier additionally offers; Monthly online review meetings & monthly enhanced reports , Proactive problem & risk management, Availability monitoring of your service with automatic incident ticket generation
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Maintel's project team will support users via Service Delivery Management, and will work with the customer to devise a suitable transition plan for the adoption of any new services.; ; Maintel can provide specialist classroom style product or service training, a ‘train the trainer’ type model as well as providing on site support on designated ‘go-live’ dates. If a field based Customer Experience Manager is included as part of the service options, then this enhances the ability to ensure a smooth adoption. Self help documentation can be provided if required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: N/A - this is a network service not storage.
• End-of-contract process: Services will renew unless the customer ceases the contract or gives such notice. Once notice is received services will be ceased in a timely manner as agreed with the customer.

Using the service

• Web browser interface: Yes
• Using the web interface: Access and manage billing and traffic information. Raise and track tickets.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Through Secure website (SSL) with user authentication.
• Web interface accessibility testing: N/A
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Customer and users are using a dedicated environment on the platform
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco, Fortinet, BT, VirginMedia Business, TalkTalkBusiness, SSE, Virtual1, Interoute, Convergence

Staff security

• Staff security clearance: Other security clearance
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Resilience in the event of incidents or faults including brown-outs
• Backup controls: User data is managed by the three processes below. It is automated and not user controlled.; ; 1) Journaling - VM fully synced uses change block tracking to monitor the image for changes and replicates them to journal, and replayed should data be lost during short time period.; ; 2) LTR backups are taken and stored using methods ensuring data can be restored to any point in time.; ; 3) System configuration - on systems with CMDB, backed up at configuration layer, either nightly automatically, or manually. Backups are stored locally, copied across to the opposite DC offsite storage, kept 30 days.
• Datacentre setup: Multiple datacentres with disaster recovery
• 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:
  • Private network or public sector network
  • Other
• Other protection between networks: IP VPN with dedicated VRF per customer, Network Segmentation with AAA server for remote management, Role Based Access control in the Supplier's environment.
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Compliant with all relevant ISO7000 and Cyber Essentials.

Availability and resilience

• Guaranteed availability: For Hybrid SD-WAN and MPLS, Maintel Core Services are guaranteed to a 99.999% monthly availability which equates to no more than 26.5 secs of unplanned downtime per month. This is then backed up with a service credit mechanism against the monthly service charge. Some additional Services are guaranteed to a lesser 99.99% SLA which equates to no more than 4.38 minutes of downtime per month, again backed up against the same service credit model.
• Approach to resilience: Multiple network carriers with diverse connectivity to multiple NNIs offering resilient network core and interconnects.
• Outage reporting: Customers would be made aware of service issues via the incident management ticketing system, that would then provide visibility via either automated emails or the customer portal. All active tickets would be visible within the portal showing priority, latest updates and status. The same level of information would be visible via the automated email notification. All events that impact the service, should that be a complete or partial outage or a degradation of the service, are recorded in the ticketing system. This allows the auto generation of monthly service reports, that will provide confirmation of number of tickets, service impact and outage times. ; ; Maintel can implement API integration with a customers service management platform if required but overtime have found that many customers happily operate email to email integration to link up the information between the Service Management Systems.

Identity and authentication

• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Other
• Other user authentication: Through user/password and SSL certificate of user's device, User's Password must comply with password management policy (strong passwords).
• Access restrictions in management interfaces and support channels: They are only accessible throughout the Domain. Users must be authenticated on the Domain first.
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)
• 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: Users contact the support team to get audit information
• 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 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Externally assessed and certified by British Assessment Bureau
• ISO/IEC 27001 accreditation date: 18/03/2022
• What the ISO/IEC 27001 doesn’t cover: Supplier's ISO27001:2017 certificate covers the whole business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Audited and certificed by a QSA from IT Governance
• PCI DSS accreditation date: 01/06/2021
• What the PCI DSS doesn’t cover: Anything outside of the stated scope of Maintel Core network offers is not included within PCI-DSS attestation.
• 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: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: CyberEssentials, PCI-DSS, N3, HSCN (ongoing).
• Information security policies and processes: We follow ISO27001:2013 policies and procedures. Security governance is in place throughout the whole business and managed regularly.

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: Configuration changes will be made remotely and managed by the Maintel NOC Technical Support Team. Access to equipment will be centrally controlled via Authentication, Authorisation and Accounting (AAA) based services. Configuration changes are classified as Standard or Non-standard, details of which can be made available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Maintel’s Vulnerability Management process is comprised of the following services and functions;; ; Vulnerability discovery/research; - Incident response vulnerability discovery; - Public source vulnerability discovery; - Vulnerability research; ; Vulnerability report intake; - Vulnerability report receipt; - Vulnerability report triage and processing; ; Vulnerability analysis; - Vulnerability triage (validation and categorisation); - Vulnerability root cause analysis; - Vulnerability remediation development; ; Vulnerability coordination; - Vulnerability notification/reporting; - Vulnerability stakeholder coordination; ; Vulnerability disclosure (also aligned to ISO 29147:2015); - Vulnerability disclosure policy and infrastructure maintenance; - Vulnerability announcements / communication/dissemination; - Post-vulnerability disclosure feedback; ; Vulnerability response; - Vulnerability detection / scanning; - Vulnerability remediation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We employ protective monitoring in line with PCI-DSS online requirements for service providers.
• 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: Maintel's Service Desk manages all customer incidents and will restore service as soon as possible following an incident. The support processes are designed to be consistent with ITIL best practice and aligned to the ISO/IEC 20000 standard for IT Service Management. Incidents are reported by the web portal, telephone, email or auto-generated from monitoring tools. Incident reports are created and distributed by Maintel Service Delivery Management.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Within in the virtual environment the different users instances are kept separate at two core levels. At a networking level using separate VRF’s this enables additional services such as NAT and Firewalling for each user protecting them for other users information. At the Virtual application layer we create a user specific LUN on our shared SAN where the users VM’s are created protecting them from other users, this also enables the ability to create management rules for each group adding protection for each user.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Maintel are willing to work with our customers to improve local environments as part of our employee volunteer scheme. To ensure we carry out activities in areas that require more greenery or local improvement. For example, litter picking, local amenity land clearance or planting to enhance a local area.; ; By moving to cloud and managed services with Maintel, customers work with us to reduce their direct emissions and enable progress towards nett zero.; ; Working closely with our suppliers, Maintel is transparent about our journey and commitment towards nett zero and publicly provides information about our targets and progress through ESG at Maintel website. We can identify and provide direct emissions savings through the use of technology and ensure replaced equipment is treated within our reuse and recycle environment with an aim of zero to landfill. We monitor our suppliers regularly and risk assess their journey to net zero with dedicated resource to assist in implementing improvements.

  Covid-19 recovery

  Maintel assists in the Covid 19 recovery in a number of ways. ; ; By supporting local communities with the provision of a contract aligned Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people to assist them with their education and access to the world of work, or to a local small business that is identified as needing assistance to change the way in which they work.; ; Our employee volunteer scheme provides support for physical and mental health of people. By working with us to identify how we can assist your local organisations to provide support to the wider community, we become involved in the creation of jobs.; ; We are willing to share all vacancies with our customers, including apprenticeships and identify any appropriate candidates to fill a vacant or new permanent or temporary positions.

  Tackling economic inequality

  Maintel works closely with customers and suppliers to provide support for tackling economic inequalities. With the provision of contracts aligned to a Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people, to assist them with their education and access to the world of work. Or to a local small business that is identified as needing assistance to change the way in which they work.; ; We are willing to share all vacancies with our customers, including apprenticeships, and identify an appropriate local candidate to fill a vacant or new permanent or temporary position.; ; Training opportunities, particularly for those that face barriers to employment or from deprived areas are offered through our employee volunteer scheme. This provides support for people by working with our contracts to identify how we can assist your local organisations. To provide support to the wider community we become involved in the creation of jobs including mentoring, 1-21 training, group sessions, work experience and when available, apprenticeships offered to locally identified residents.; ; Maintel actively promotes the use of start-ups and SME’s and uses their provisions wherever possible. For example, appropriate to our contracts and offices including supporting local businesses by gifting apprenticeship levy to those businesses looking to employ or promote existing employees, and ensure they have access to substantial training.

  Equal opportunity

  Maintel supplier management expects all critical suppliers to meet at least Maintel required standards of employee caring and adherence to relevant regulations including modern slavery.; ; As part of our equal opportunities scheme we have set targets. These include; 40% of all employees being female by 2030 (we’re currently at 33%), focussing on increasing the number of women hired into technical roles and reducing and maintaining the gender pay gap. We’re also aiming to ensure women are better represented in leadership roles, with 40% of senior management to be women by the end of 2025, and a minimum of one female member on the board. ; ; We expect and set up contractual arrangements with our suppliers to ensure, not only adherence to relevant regulations such as Modern Slavery Act, but to work with them to ensure they meet at least Maintel standards. We centrally manage the new and existing suppliers, ensuring full due diligence and risk assessment are regularly undertaken, and working with suppliers to identify and implement improvements. Our zero-tolerance stance to Modern Slavery is supported by our policies on anti-bribery and corruption and whistleblowing.

  Wellbeing

  Maintel has a wide reaching, multi-dimensional employee well-being package in place. We understand that our people are our most valuable assets, and are therefore passionate and committed to providing support and compassion at all times. We are certified to ISO45001 – Health and Safety and have representatives at each site, our First Aiders and Facilities team. We offer all employees a range of benefits to support health and wellbeing including; discounted gym memberships, enhanced sick pay, 24x7 private virtual GP, an employee assistance line to help employees with their mental health, various health assessments, health care cash plans and more.; ; Maintel is adamant it will be there to support all employees working on the contract whatever life throws at them. We have introduced a trained network of employee Wellbeing Ambassadors, there to assist individuals, and also provide all employees with great wellbeing information throughout the year.; ; In addition, one of Maintel’s core values is to be agile and flexible, and so we encourage employees to take advantage of their flexible working and hybrid working benefits, while maintaining excellent customer service. This helps to alleviate any pressure and stress for employees and promotes a healthy, sustainable work-life balance.; ; Our volunteer policy enables all employees to participate in volunteering activities arranged by Maintel, with local communities, but also to access paid time to actively participate in volunteering activities that are important to them directly.; ; Working with our customers, we agree where we can help the most, and set up appropriate schemes to participate in improvement of local communities using our volunteering scheme as the basis for providing environmental and social support in our local communities.

Pricing

• Price: £1,000.00 a unit
• Discount for educational organisations: No
• Free trial available: No

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 bids@maintel.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.