Amicus ITS

Business Continuity and Disaster Recovery (BCDR)

Aura Technology will provide a fully managed BCDR service with a concrete, reliable and proven business continuity solution.

Our service utilises proven modern backup technologies that protect business data
Recovery in minutes and can be tested daily.
Recovery points measured in minutes or seconds.
Service includes 24X7X365 Network Operations Centre

Features

• BCDR design consultancy.
• On-Boarding.
• Setup & Configuration.
• 24x7x365 Remote Monitoring and Management Services.
• 24x7x365 BCDR consultant in the event of a BCDR invocation.
• Documented BCDR plan.
• BCDR testing and BCDR plan updates.
• Contracted Service Level Agreements
• Standard monthly service reporting
• ISO20000, ISO27001, ISO9001 and Cyber Essentials Plus Certified

Benefits

• Covers On-premise Physical or Virtual Servers and Storage Devices.
• Covers Virtual Servers and Data Repositories including AWS and Azure.
• Covers Public Cloud Data (E.g. Office 365).
• Covers Laptops and Workstation.
• Network Operations Team (NOC) will monitor the BCDR solution 24x7x365.
• Near instant recovery options using our dedicated local appliance .
• Qualified disaster recovery consultants to be available during any incident.
• Option for a documented disaster recovery plan and regular testing.
• Monthly BCDR report to demonstrate success.
• Retention options for short term or infinite.

£500 to £5,000 a user a month

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

Framework

G-Cloud 14

Service ID

221820249407185

Contact

Peter Prentice
07502545161
bidteam@auratechnology.com

Planning

• Planning service: Yes
• How the planning service works: We will recommend a technology review and roadmap as part of the migration path to cloud services.; ; Review Process; We will arrange meetings with key stakeholders to understand the organisations business objectives and goals over the next 3 to 5 years. Focus group session with staff for various departments across the organisation will be arranged to understand current IT pain points, systems use, application performance and IT support requirements.; ; Information will be gathered from the customer, suppliers, and the incumbent IT provider.; ; An Infrastructure review will take place to understand, evaluate and document the customers IT infrastructure and services. We will review any relevant IT documentation and 3rd party contracts and undertake a software audit of Microsoft licensing.; ; The Findings & Conclusion; Detailed findings are presented provided to the customer.; The customer is provided with a details n the following areas:; Infrastructure; Data and Communications; Business Continuity; Security; Email; Applications; IT Support; Digital Transformation; ; Recommendations; Customers are provided short, medium- and long-term recommendations with budgetary pricing for product and services, and where required indicative implementation timelines, project phases and dependencies.; ; Planning and implimentation of new services is not included in the service pricing.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Training for new services is not included in the Managed IT Service pricing offered but can be provided.; ; All staff as standard will also have access to the Aura Technology Learning Centre. The Learning Centre is full of helpful information and how-to guides, both generic and specific to your infrastructure.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: As a Microsoft partner, Aura Technology can if required provide a complete Technology Roadmap to recommend the best path for a customer 's to migrate to the cloud if this is the best solution, although this is not always the case.; A fully costed solution and roadmap can be provided as part of the exercise although this is not costed in this service.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Service performance and management is carried out via a process managed by the customer but supported by our Operations, Customer Strategy and Account Management Team.; ; We maintain regular contact and carry out reviews on an agreed basis. The details of these meetings are documented within the ITSM toolset and meeting actions and/or a Service Improvement (SI) ticket is raised. SI tickets provide detailed and audited management of service improvements or process/service scope changes through to completion. An SI may invoke specific tasks from our project delivery teams, service desk engineers, or customer's staff. The SI ticket is managed and monitored to agreed milestones or completion targets until satisfactory completion or sign-off. We have full visibility of the SI tickets as does our Operations Manager and nominated Director. ; Customised dashboards are built within the ITSM toolset to monitor service status and performance which are reviewed and monitored by the SDM. ; Managed service reports are run Monthly, reviewed by the SDM and in the event of a ticket breaching SLA, ticket actions reviewed, to identify if there is a need for follow-up with support team(s) and/or 3rd party Vendor to gain greater insight into why the SLA was breached.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services:
  • Email Filtering.
  • Antivirus.
  • Web Filtering.
  • Management Agent.
  • Cyber Essentials Plus.
  • ISO 27001 Certified.
  • Regular security reviews.
  • Security Operations Centre (SOC).
  • Multifactor authentication (MFA).
  • Network Operations Centre (NOC).
• Certified security testers: Yes
• Security testing certifications: Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Aura Technology is expert in cloud deployments and migrations with technologies such as Microsoft Azure and Microsoft 365. Large-scale on-premises infrastructure solutions and data centre deployments. Aura Technology provides support for over 10,000 end users, IT teams and IT Managers, we manage and maintain over 6000 network, server, and workstation devices across our customer base. The technology we design, implement and support is underpinned by a trusted pool of highly experienced talent in our technical consultancy team, working closely with Customer Strategy Team, underpinned by our experienced technical operations teams and Service Delivery Managers.

Service scope

• Service constraints: There are no constraints that would be applicable to all users but the the Managed IT Service includes for all users the following :; Customer On-Boarding.; 24x7x365 Remote Monitoring and Management Services.; 24x7x365 Support for Authorised Devices, Authorised Users and ; Authorised Contacts.; Onsite Reactive Support.; Proactive Engineering.; Contracted Service Level Agreements.; Ongoing strategic advice.; Dedicated Virtual IT Director.; Standard monthly KPI service reporting.; Security Suite (Email Filtering, Antivirus, Web filtering, Management ; Agent).; Managed IT Change and Asset Management.; Managed IT Change and Asset Management.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monitored alerts will be analysed, prioritised and corrective action taken within SLA.; ; Priority Target Response Time; Critical 15 minutes; High 30 minutes; Medium 1 hour; Low 2 hours
• 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: Web chat
• 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: Web chat is accessible via the Aura Technology on line portal
• Web chat accessibility testing: This testing would be done by the manufacturers of the software and we do not have this information at this point.; We tested the integration of the web chat software with our other support systems.; Aura Technology use and support the software under license.
• Support levels: Reactive Support; Monitored alerts will be analysed, prioritised and corrective action taken within SLA.; ; Ticket Priority Target Response Time; Critical 15 minutes; High 30 Minutes; Medium 1 hour; Low 2 hours; ; An account manager will be provided to support all Managed IT contracts.; ; The priority levels detailed above are included in the service pricing.; ; Preventative Maintenance ; Aura Technology will perform routine maintenance activities on a scheduled basis.; • Windows patch management – security and critical patches will be automatically deployed and applied for supported Microsoft operating systems to the company pre-defined schedule.; • Aura Technology will carry out sanity checks after patch installation and if required perform steps to remediate any discovered issues upon rebooting to check the monitored Windows services for any failures and remediate issues.; • Full details on the timings of the maintenance schedule are available ; on request and will be discussed during on-boarding.; • If required, supported third-party application patches will be ; scheduled and installed automatically.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA Limited
• ISO/IEC 27001 accreditation date: 04/08/2023
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001:2013, ISO 9001:2015, ISO/IEC 20000-1:2018; ; Approval number(s): ISO/IEC 27001 – 0008708, ISO 9001 – 0043921, ISO/IEC 20000-1 – 00010920; ; The scope of this approval is applicable to:; The secure provision of IT centrally managed services, including: remote management, support, infrastructure design and services, ; and supply of associated equipment and systems in accordance with SoA version 1.3
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000
  • ISO 9001
  • IGSoC accreditations
  • N3 for healthcare customers

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Reducing waste and fighting climate change is promoted through reuse and recycling, y using refurbished and recycled products and materials, and through the use of "Zero landfill" products where such alternatives are available and affordable. The use of e-mail to reduce paper usage and ensure that all IT procurement follows best practices for energy-saving systems and encouraging staff to think and consider whether necessary for the need to print documents.; ; When driving on company business, we encourage staff to take the most environmentally effective route with active promotion of the use of public transport. We also proactively maintain a balance between a need for in-person meetings where the use of Teams / Zoom or other video conference technologies can achieve the same agenda.; ; We are committed to a policy of educating, training and motivating staff and contractors to work in an environmentally responsible manner and to play a full part in developing new ideas and initiatives. The organisation is committed to communicating with staff about environmentally sound practices.

  Tackling economic inequality

  Aura Technology are aware of economic equality issues and are working towards the following :; Recognising that some of their workforce may not be reaching ; their full potential because they don’t feel good enough.; Providing supported access and professional mentoring in ; development opportunities.; Creating social value through work experience and work ; placement opportunities.; Adding value through skills development and apprenticeships.; Employing and training personnel in our NOC based in India.

  Equal opportunity

  Where appropriate we will support local economies by ensuring that we follow a “local first” strategy that helps to ensure that local roles are filled by communities surrounding our customers. This also applies to apprenticeship roles that we proactively seek to ensure we have available a career plan that enables the smooth transition from apprentice to a permanent employee. We have a long history of success working with and coaching apprentices.

  Wellbeing

  Company wellbeing initiatives is a major benefit to Aura technology as this has resulted in retaining the best people and staff perks are much more effective than hiking salaries.

Pricing

• Price: £500 to £5,000 a user a month
• Discount for educational organisations: 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 bidteam@auratechnology.com. Tell them what format you need. It will help if you say what assistive technology you use.