Espire Infolabs Ltd

Infrastructure and Cloud Services

Espire provides its clientele, a dependable, Hosting Support including both proactive and reactive services to keep applications up and running and scaling new heights on Azure and AWS infrastructure as a service (IaaS) and platform as a services (PaaS). We provide assessment, design, implementation, maintenance and 24*7 support services.

Features

• 24x7 Monitoring and Support
• Cloud consulting, planning and managed services
• Scalable , on demand services
• Hybrid Infrastructure support ( Storage and Networking)
• Cloud application development, implementation and migration
• Application Performance & Availability Monitoring
• Cloud disaster recovery management
• Cloud integration , Cloud security

Benefits

• Strong SLA and Governance in place
• Increased Business Agility and Accelerate time to market
• Speedy Deployment, Operations and Scalability
• Effective Cost Management and Business continuity
• Seamless collaboration with no geographical barriers
• ITIL Best Practices followed and continuously updating
• Transformation to an agile IT infrastructure - PaaS/ SaaS model
• Transform IT from CAPEX to OPEX Model
• Reduces the TCO and increase ROI
• Enhanced customer experience through an agile

£250 to £850 a user a day

• Education pricing 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 Shariq.Imam@espireinfo.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

241793415673408

Contact

Shariq Imam
+44 7557678970
Shariq.Imam@espireinfo.co.uk

Service scope

• Service constraints: None.
• System requirements: As per service requirement

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is decided as per the SLA that is mutually agreed.; Depending upon the priorities, it can vary from 15 mins - 4 hrs; (Business hours).
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use webchat provided by Jira which is WCAG2.1 AA compliant to be used with Assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: We provide complete L1, L2 and L3 managed services based on ITIL standards. Cost is based on general requirement and Level of support required like L1, L2 & L3 We do provide Technical, Account Manager and Support Engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We onboard our customers after agreeing on a Statement Of Work . The On boarding phase covers team structure , project plan and knowledge transfer sessions. All of these processes are documented and signed off by both parties.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • DOC
  • Excel
• End-of-contract data extraction: Espire will not keep any data on its storage space. Since, the service is managed on Azure cloud, all data will continue to be present on Azure Cloud. On ending contract with Azure, client may ask for a dump of all data that can be restored.
• End-of-contract process: Espire will provide only professional services to support Hosting. Contract can end as per agreed terms of notice period.

Using the service

• Web browser interface: Yes
• Using the web interface: We use the web interface provided by the Cloud Hosting Provider (Azure). It provides an extensive console to carry out the support activities.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: At Espire, front end team is equipped to build user interfaces for all kind of users be it visually impaired (Low vision, Blind or Colour Blind) and hearing impaired users. Screen Readers (Jaws, NVDA,VoiceOver) Guideline is followed for screen readers like navigate using keyboard, ALT tags in images, hierarchical content and using HTMl Tags etc. Testing designs for AA and AAA level with colour contrast analysers to make sure that there is significant contrast for foreground test elements against the background used. Hearing impaired Tests like Presenting text alternatives for audio elements and Making videos/animations with sound have captions enabled.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Espire Infolabs is experienced in managing the client requirements effectively whether it involves scaling of cloud infrastructure or count of team members. In case of cloud service offerings we can provide the scalability of infrastructure based on scope of services and service window support. And we can also provide required team members for given services to meet the SLAs.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Other
• Other metrics:
  • Failed requests
  • Availability
  • Performance counter
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: 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
  • 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
  • Hardware containing data is completely destroyed
• 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:
  • Virtual Machines
  • Database
  • Logs from OS and Applications
  • Files
• Backup controls: The cloud hosting consoles provides user interface to set up backup policies to define the entities to be backed up and also the schedule to be followed. The backup is created on the same cloud hosting service (Azure).
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Single datacentre with multiple copies
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Other protection within supplier network.; No data is saved within our network. All data will reside in cloud storage in encrypted format (Azure).

Availability and resilience

• Guaranteed availability: Monthly Up time Percentage of 99.9% guaranteed. We have defined service credits in our terms and conditions for free hours of service in case of any; breach.
• Approach to resilience: Please refer following link -; ; https://azure.microsoft.com/en-in/features/resiliency/
• Outage reporting: Personalised Dashboard and Email Alerts.

Identity and authentication

• 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
  • Other
• Other user authentication: Single sign-on.
• Access restrictions in management interfaces and support channels: Role based access.; The Azure AD architecture isolates customer data and identity information from co-mingling. This means that users and administrators of one Azure AD directory cannot accidentally or maliciously access data in another directory
• 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)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Single Sign-on
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks
  • 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: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: UKAS Management System
• ISO/IEC 27001 accreditation date: 22/06/2021
• What the ISO/IEC 27001 doesn’t cover: No exclusion.
• 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 27017:2015
  • ISO 27018:2019
  • ISO 20000-1:2018
  • ISO 9001:2015
  • ISO 22301: 2019
  • CMMI Level 5 for Services V2.0

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: Other security governance standards; ; (a) ISO 27017:2015 (b) ISO 27018:2019 (c) Cyber Essential Plus
• Information security policies and processes: Espire is having very detailed Information Security Management System in place which comprise information security and data privacy polices. These policies are applicable to all employees, contractors & vendors having access to Espire’s system. Everyone is responsible for taking the appropriate steps and act in accordance with the Espire’s information security policies. These policies are communicated and signed by all employees at the time of joining. Policies and procedures are reviewed and updated at least on annual basis for its suitability and as per business needs. These changes are communicated to everyone time to time through regular awareness & training sessions, emails, posters, audits & reviews etc. Espire has dedicated infosec team which has process and technical expertise in this area. This team is responsible for maintenance of ISMS, implementation of polices/ procedures and put required governance through audits and reviews. We have dedicated CISO & DPO. Non-adherence of any ISMS policy is subject to disciplinary action.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Please review following:; ; https://azure.microsoft.com/en-in/updates/update-management-inventory-and-change-tracking-are-available-in-azure-automation/
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Please refer following:; ; https://learn.microsoft.com/en-us/security/benchmark/azure/security-control-vulnerability-management
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Please review following:; ; https://learn.microsoft.com/en-us/azure/security/fundamentals/overview
• Incident management type: Supplier-defined controls
• Incident management approach: Broadly, the process is defined as under:; 1. Pre-incident Preparation,; 2. Incident Classification & categorization,; 3. Incident Prioritisation,; 4. Defining SLAs for Incident closure (based on Severity),; 5. Incident Identification,; 6. Reporting of Incident through automated tools (Power Apps or SharePoint),; 7. Incident Response,; 8. Monitoring of Incident,; 9. Communication,; 10. Incident Investigation,; 11. Disciplinary Action.; If needed, We provide the incident reports using SharePoint Tool and Root Cause Analysis.

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: Microsoft Azure
• How shared infrastructure is kept separate: Microsoft Azure allows you to run applications and virtual machines (VMs) on shared physical infrastructure. One of the prime economic motivations to running applications in a cloud environment is the ability to distribute the cost of shared resources among multiple customers. This practice of multi-tenancy improves efficiency by multiplexing resources among disparate customers at low costs. The Azure AD architecture isolates customer data and identity information from co-mingling. This means that users and administrators of one Azure AD directory cannot accidentally or maliciously access data in another directory.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Equal opportunity

  Covid-19 recovery

  The health and well-being of all of employees is our top most priority for Espire during COVID-19 outbreak. Work from Home Guidelines during Covid-19 were formulated and shared with all employees in March 2020 prior to lockdown. Multiple forums initiated to stay well connected with employees or their managers at all times. Several initiatives were taken by Espire to allow all employees to work with ease during these tough time of Covid-19 like Paid quarantine leaves for employee affected by Covid-19, Multiple Vaccination Camps organized at Espire office, India for employees and their families in collaboration with one of the most reputed hospital chain in India. Vaccination cost during these camps was borne by Espire for employees. Alternatively, reimbursement of vaccination cost was provided. Now by seeing threat due to Covid-19 has reduced significantly management has decided to open office in Hybrid mode. All the necessary arrangements have been made for the same. Detailed Guidelines are formulated to provide an overview of Espire's phased approach of getting employees back to office like Full vaccination is a pre-requisite to report to office. Employees needs to submit vaccination certificate to HRD before entering into office premises. Temperature check at entry gate for employees and visitors, sanitization arrangements, maintaining social distancing, wear masks etc. Espire remains committed to complying with Government guidelines, at all times.

  Equal opportunity

  Espire is committed to being an Equal Opportunity Employer and providing equal opportunities without any discrimination on grounds of gender, age, culture, nationality, ethnicity, political and religious beliefs, sexual orientation, and other attributes. We remain zero tolerant to any discriminatory treatment or harassment in any form. Espire strive to attract, develop and retain people with different perspectives, experience and backgrounds to support us in our strategic journey. Our focus is to have wider and more diverse talent pool in Espire without discriminating in any process. We ensure fairness with regard to compensation, growth opportunities(vertical/horizontal), transfers, training and competency development purely based on ability and merit and irrespective of social identity. We also promote a harmonious working environment in which our employees are treated with dignity and respect. We encourage employees to take positive action towards promoting equal opportunity throughout the organization and provide an enabling environment where employee feels empowered to come up with suggestions to meet organization goals. We ensure and maintain a work environment free of harassment and intimidation and coercion at all office locations and in all facilities at which employees are assigned to work. We ensure that equal opportunity is provided to physically challenged/physically disabled, unless not a limitation for the resource for being able to do the assigned role/job effectively. Espire will ensure adherence to the laws of the land with regard to employment norms and will not indulge in practices such as employing child labor, bonded labor etc.

Pricing

• Price: £250 to £850 a user a day
• Discount for educational organisations: Yes
• 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 Shariq.Imam@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.