Redcentric Solutions Limited

Monitoring as a Service

Cloud-based monitoring for cloud and on-premises infrastructure encompassing overall health, performance and availability of systems, resources and applications. The customer is provided with standard monitoring dashboards and the capability to configure alerts. The customer has near real-time information using Logicmonitor’s cloud-based monitoring software delivering modern, informative, and concise metrics.

Features

• Public and Private Cloud infrastructure observability and monitoring platform
• Predefined customer dashboards
• Resource selector for quick access to single device data
• Device monitoring including CPU, memory, disk and capacity utilisation
• Interface monitoring including inbound & outbound bandwidth
• Multi vendor Storage monitoring (e.g. EMC, Nimble, NetApp)
• Multi vendor Backup replication monitoring (e.g. Veam, Zerto, Carbonite)
• Email & API alerting

Benefits

• 24x7x365 monitoring underpinned with Logic Monitor’s cloud based technology
• No set up fee
• Low recurring charge
• Easy access to data and graphs
• Real time data to support root cause analysis
• No additional infrastructure required to deploy the service
• Can be deployed across on premise and cloud infrastructure
• Easy to scale
• Works seamlessly across public and private cloud infrastructure
• Zero Maintenance Overheads

£17.20 a device

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

Framework

G-Cloud 14

Service ID

251676952163007

Contact

Steph Heseltine
+441423850000
tenders@redcentricplc.com

Service scope

• Service constraints: There are no service constraints.
• System requirements:
  • Collector VM running Windows for Windows based workloads
  • Collector VM running Linux for non-Windows based workloads
  • Collector VM must open Port 443 (HTTPS)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 – first response within 1 hour ; ; Priority 2 – first response within 4 hours ; ; Priority 3 – first response within 24 hours ; ; Priority 4 – first response within 48 hours ; ; There is no difference between weekdays and weekends.
• 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: No
• Support levels: Full support is included in the price. Onboarding is a Redcentric run project with constant communication with customers. After the user acceptance test and the service is considered live, customers have access to our 24x7 telephone support line and ticketing system. Scheduled customer tests and invocations are supported by Redcentric personnel.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Navigation of the dashboard is straightforward using the bar on the left-hand-side. This service includes the new resource selector functionality which allows for greater ease when searching for sites and resources to view data on. Many widgets can be expanded, and the graphical x-axis selected to cover timescales between the last hour and the last year with several options between. The interface is highly intuitive, and most customers quickly and easily familiarise themselves without need for training. Redcentric will provide hands on demonstration of the capabilities on request. There is also extensive documentation and user training materials available on the Logicmonitor website.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Prior to the contract end date customers have access to monitoring data related to their own infrastructure. They can download their own data and store it locally. At the Contract end date customer credentials are expired and customers are no longer able to access the monitoring platform or any data within it. All data associated with that customer is deleted platform and is not recoverable.
• End-of-contract process: At the contract end date customer credentials expired and customers are no longer able to access the monitoring platform or any data within it all data associated with that customer is deleted and is not recoverable. The service is consumption based so access to the service is co-terminus with the contract start/end dates. The only thing included in the price is access to the service within the contract start and end dates. There are no additional aspects of the service which customers can pay for outside of the contract term.

Using the service

• Web browser interface: Yes
• Using the web interface: The service is accessed through web-based dashboards. The web Interface is mainly read only. Key personnel can access the Dashboard via a ubiquitous Internet connection making it convenient and widely available. Redcentric staff configure a single administrator account using an email address supplied by the customer. ; ; An individual logging-on as administrator can create standard user accounts. Customers have full administrative control regarding providing staff access to the dashboard. Administrators disable monitoring individual components e.g. during an application upgrade ; ; Administrators and standard users require 2FA. ; ; The following information is presented on the dashboard: ; ; Network resource – average response time ; ; Top devices - CPU utilisation ; ; Top devices - memory utilisation ; ; Top devices - disk utilisation ; ; Top devices - capacity utilisation ; ; Top devices - IO ; ; vCentre monitoring (vmWare) monitoring ; ; Microsoft System Centre (Windows) monitoring ; ; Top interfaces – inbound & outbound bandwidth ; ; Top interfaces – relative inbound & outbound bandwidth ; ; Aggregated interface - inbound & outbound bandwidth ; ; Top interfaces – TCP connections ; ; Top Interfaces discards & errors ; ; Storage (e.g. EMC, Nimble, NetApp) ; ; Backup replication (Veam, Zerto, Carbonite) ; ; Users can raise service requests and incident tickets via Redcentric’s ticketing system.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Customers access our web portal via the Internet secured with HTTPS and 2FA.
• Web interface accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The API provides specific access to customers to be able to consume alerts through the API. Customers consume the alerts through a webhook. On request they are given a user role that is unique and specific to their own Logicmonitor account which restricts their access to their own environment/hardware/applications. The API does not allow customers to make any changes or configuration updates. It is read only access to alert data.
• API automation tools:
  • Ansible
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats: HTML
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Each customer is provided with a dedicated Logicmonitor account. The Customers devices are then added into the account. The platform restricts access to the customer account and customers are unable to view data from other customers. The platform allocates roles to users based on role account permissions.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: ISO27001 certified.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: No

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: SLA is Not less than 99.9% ; ; The Floor Service Level applicable to MAAS Service in respect of Availability shall be 85% in any given Month. ; ; The Service Credits applicable to MAAS shall be calculated as follows: ; ; In the following table: ; ; “≥” means “greater than or equal to”. ; ; “<” means “less than”. ; ; “MS” refers to the charges payable in respect of MAAS for the same month. ; ; Service Availability ≥99.5% - Service Credit none ; ; Service Availability ≥99.0% but <99.5% - Service Credit 5% of MS ; ; Service Availability ≥97.0% but <99.0% - Service Credit 15% of MS ; ; Service Availability <97.0% - Service Credit 20% of MS
• Approach to resilience: Due to the secure nature of the services Redcentric provides, this information is available on request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is based on business need. Implementation is by least privilege RBAC; unique credentials assigned, and all access (successful or failed) is logged using anti-tamper mechanisms, made available for audit and retained for 12 months. Alerts are generated for multiple attempts for investigation by global sysadmins. ; ; Additional authentication mechanisms are used for support channels to assure customers only authorised personnel respond. ; ; Regular access reviews by service and platform owners are conducted with support from the Joiners, Leavers, Movers process, which ensures access is revoked or amended in a timely manner.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through: 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: 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: BSI
• ISO/IEC 27001 accreditation date: 20/08/2023
• What the ISO/IEC 27001 doesn’t cover: Nothing i.e. all services and locations offered under GCloud 14 ARE covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 05/09/2023
• What the PCI DSS doesn’t cover: Physical hosting and managed firewall services are covered. All other services are excluded. ; ; Requirements 3, 4, 10, A1 and A2 are excluded
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Certificates for physical security of all premises including Data Centres:-
  • Issued by an external assessor against the following standards:
  • Centre for Protection of National Infrastructure (CPNI):-
  • Using the Classified Material Assessment Tool (CMAT):-
  • Supports the storage and processing of HM Government data to:-
  • Classification ‘OFFICIAL’ including ‘OFFICIAL-SENSITIVE’ special handling.
  • NHS England Data Security and Protection Toolkit; assessment ‘exceeding standards’
  • Main Data Centres are certified as Police Assured Secure Facilities.
  • HSCN CN-SP Network provider.
  • PSN Connectivity Service; certified to connect organisations to the PSN.

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: Redcentric’s InfoSec scope includes ISO27001 certification, and other critical aspects including physical security, employees and third parties. Our approach is to understand the risk from threat actors and implement the controls and mitigations to assure the Confidentiality, Integrity and Availability of data. ; ; Security is driven from the top with the CTO as SIRO (Senior Information Risk Owner), being accountable for several key policy documents, and the signatory for Security and Compliance attestation statements. Ops Board members regularly review key and corporate risks. ; ; Security roles are assigned, with the Head of Compliance owning InfoSec and Operational Security Manager responsible for day to day matters. Regular security forum meetings are held, in addition to senior management review meetings. ; ; Policy compliance is monitored by regular internal security audits, and six monthly surveillance audits by BSI. Annual security training is mandatory for all employees with attendance records maintained for audit purposes. ; ; The following policies and procedures are operable: ; ; IS Policy ; ; Data Protection Policy ; ; Security Incident Management Process. ; ; Acceptable Use Policy ; ; Access Control Policy ; ; Data Classification and Handling Policy ; ; Joiners, Movers, Leavers Process ; ; Third Party System Access Procedure ; ; Visitor Access Procedure ; ; Change Management Procedure ; ; Clear Desk & Screen Policy ; ; Secure Disposal Policy

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: Redcentric operates an ISO20000-1 compliant Change Management Process. Objective is to minimise risk to services whose CIs are impacted. ; ; Achieved by:- ; ; Using standardised methods ensuring efficient handling of all changes using the Change Management Toolset. ; ; Changes are recorded, classified, assessed, approved, prioritised, planned, tested, implemented and documented. ; ; Changes are recorded against the relevant CMDB Configuration Item. ; ; Inputs:- ; ; Completed change records with Impact Assessment ; ; Risk (Security) Assessment ; ; Outputs:- ; ; Accurately recorded change records including all stages of the change lifecycle ; ; Changes by outcome ; ; Forward Schedule of Change ; ; The Change Advisory Board is the final approval stage in the Change Management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We operate a Vulnerability Management and Patch Management policy and process based on NCSC guidance. Good industry practice is adopted to ensure deployed services are protected at the edge by stateful next-generation firewalls with UTP/IDS/IPS enabled. Assets threats assessed by technical owners against the Design. Resultant risks are impacted, with critical ones contained immediately and patches applied within 48 hours where available. Automated patch management is supported by Kaseya, with end points managed by Microsoft Intune. ; ; We subscribe to the NCSC CISP scheme for vulnerability notification and receive advance notifications from vendors, often before hitting the public domain.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Redcentric has implemented NCSC GPG-13 guidelines for Protective Monitoring (PM). We utilise a range of PM services including vulnerability management and auditing services such as SIEM. The 24*7*365 SIEM service ingests various logs combined with proactive threat analysis to assess potential impact to services. Response is provided by auto-generation of Service Management tickets on resolver groups for immediate triage and remediation. Incident response is often before threats are realised, due to externally provisioned threat analysis notifications. The combination of threat analysis, machine learning, trend analysis, IP blacklist services and Security Operations Centre SMEs provide robust and effective protection of services.
• 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: Redcentric operates a Security Incident Management policy, which outlines pre-defined processes for how suspected and actual security breaches (including data) must be managed. The policy covers all incidents which affect availability, confidentiality and integrity of data and technology. Common events such as phishing or viruses are included. ; ; Users must report incidents to the ISO mailbox or Assurance team, who will create a Security Incident Record and initiate an investigation. Assurance will manage the incident to closure and decide whether external authorities are notified. ; ; Incident reports are created and reported to the InfoSec Management Group and are available for audit.

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: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: We have implemented many of the guidelines referenced in the Sustainability section of our Annual Report; Redcentric-Report-and-Accounts_FY23.pdf (redcentricplc.com), which is aligned to the best practices in the EU Code of Conduct on Data Centre Energy Efficiency (DCEE). ; ; New company acquisitions of Sungard and 4D increased our total DC count to nine, which has now reduced with the closure of Harrogate and migration to the newer, more energy efficient facility at Elland. A further DC will close later this year. ; ; ; ; We are ISO14001 environmental management certified, and have an active Carbon Reduction Plan, supporting the Government net zero target by 2050. As an empowered operator and MSP we have commissioned several energy efficiency projects, including PUE device energy management and reporting, which assists the tracking of CRP objectives. A PV solar panel solution has been deployed in one DC as alternative ‘green’ power generation. We provide the most energy efficient new infrastructure devices where options allow. Cold aisle containment has been introduced into a number of facilities, increasing efficient use of existing cooling. A decommission project has identified, powered down and removed redundant or surplus equipment from all premises. ; ; We will continue to support the EU Code of Conduct DCEE.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Redcentric stands committed in the fight against climate change and dedicated to supporting the UK Government goal of achieving Net Zero emissions by 2050. This commitment is reflected in a meticulously crafted Environmental, Social, and Governance (ESG) strategy, aligned with the United Nations sustainable development goals, and upheld by ISO 14001:2015 certification for three consecutive years, showcasing the company's dedication to environmental stewardship. ; ; As a prominent entity listed on the AIM, Redcentric prioritise transparency and accountability, diligently adhering to regulations. Mandatory publication of carbon emissions in annual reports underscores the unwavering commitment to environmental responsibility and corporate transparency. ; ; Redcentric's dedication to sustainability extends beyond compliance, it’s ingrained in every aspect of operations. Notably, investments totalling £5million in the data centre estate focus on enhancing efficiency, evidenced by Power Usage Effectiveness (PU) reduction from 2 to an impressive 1.6. ; ; The company ensures 100% of power requirements are from sustainable sources, alongside proactive measures like converting backup diesel generators to environmentally friendly alternatives and replacing diesel vans with electric counterparts. ; ; Participation in Manage your UK Emissions Trading Scheme Reporting Service (METS) through GOV.UK and holding a greenhouse gas emissions permit underscore Redcentric's commitment to reducing its carbon footprint. Additionally, the provision of customer monthly reports detailing energy consumption metrics and procurement of all electricity from 100% carbon-neutral sources exemplify the company's dedication to transparency and sustainable practices. ; ; The Redcentric board acknowledges the evolving landscape of ESG considerations, driving greater accountability and transparency across operations. Regular updates to the website keep stakeholders informed about key corporate policies and sustainability initiatives. ; ; Redcentric's commitment to sustainability isn’t just a declaration but a deeply ingrained aspect of corporate ethos. From stringent adherence to regulatory requirements, to proactive investments in renewable energy, comprehensive reporting mechanisms, every action underscores our unwavering dedication to environmental responsibility and corporate transparency.

  Tackling economic inequality

  Redcentric actively addresses economic inequality through diverse initiatives aimed at empowering communities and fostering long-term sustainability: ; ; Community Engagement Programs & Digitally Driven Fundraising Campaigns: ; ; Utilises technology and resources to support local charities, raising over £50,000 for the Children’s Heart Surgery Fund through outreach campaigns. ; ; The Breck Foundation: Provides online safety training for pupils, parents, and teachers, promoting safety in the online world. ; ; Employment and Training Opportunities: Prioritise job creation and training programs for local residents, offering apprenticeships to rugby league players, wheelchair rugby players, and young athletes, fostering economic development and empowerment. ; ; Charitable Partnerships & Business Fundraising Programme: ; ; Raises funds for charities through sponsored events, like a Yorkshire 3 Peaks walk, involving over 30 employees and raising more than £12,000. ; ; Business Fundraising Enablement Programme: Supports charities in engaging target businesses for funding through calling data and tailored emails. ; ; Digital Transformation Programme: Facilitates digital transformation within charities, enhancing patient and family support. ; ; Transparency and Accountability: Committed to transparency by providing regular reports on the social impact of projects, ensuring stakeholders understand the positive outcomes generated through collaboration. ; ; Upskilling Workforce and Supporting Lower Paid Workers: Offers apprenticeship programs with planned career pathways into senior positions, promoting skill development and progression. ; ; Promotes training and development for all colleagues through a learning management system, investing in role-specific certifications and development programs. ; ; Implements a hybrid working model to support lower-paid workers with reduced travel costs and offers above the apprentice minimum wage, recognising the value apprenticeships bring to the company. ; ; Through these initiatives, we are dedicated to addressing economic inequality and creating a more equitable society. Redcentric believe that by providing individuals with access to opportunities for growth and advancement, we can contribute to reducing economic disparities and promoting social mobility.

  Equal opportunity

  Redcentric actively fosters an environment where individuals are valued and treated fairly, irrespective of their background, and opposes any form of discrimination prohibited by law. ; ; A key indicator of this commitment is evident in Redcentric's gender pay report, where efforts to address disparities in earnings between men and women are transparently acknowledged. By identifying imbalances in the workforce and actively working to rectify them, Redcentric demonstrates a proactive approach to promoting gender equality within the organisation. ; ; Redcentric's Diversity and Inclusion Forum serves as a platform for ongoing dialogue and action. By establishing working groups focused on specific aspects of diversity, such as gender equality and remote working, employees are empowered to drive positive change and contribute to a more inclusive workplace culture. The planned LGBTQ+ working group further exemplifies Redcentric's commitment to embracing diversity in all its forms. ; ; In terms of recruitment and talent development, Redcentric implements diverse hiring practices and apprenticeship schemes aimed at supporting individuals from various backgrounds. By partnering with outreach organisations and providing apprentices with clear career pathways, Redcentric ensures that opportunities for growth and advancement are accessible to all employees, regardless of their starting point. ; ; Redcentric's inclusive leadership and flexible work policies underscores its dedication to accommodating diverse needs and promoting work-life balance. By offering leadership training that prioritises inclusion and implementing policies such as flexible working hours and enhanced maternity packages, Redcentric creates an environment where employees can thrive professionally while maintaining personal well-being. ; ; In conclusion, Redcentric's comprehensive approach to equal opportunity extends beyond mere policies to encompass tangible actions aimed at fostering diversity, inclusion, and professional development for all employees. By prioritising these values, Redcentric not only enriches its workforce but also sets a standard for ethical and equitable business practices in the industry.

  Wellbeing

  At Redcentric, prioritising the well-being of our colleagues is paramount, and we've implemented various initiatives to support their mental and physical health. Our commitment to enhancing health and well-being extends to our contract workforce as well. Here's how we're making a difference: ; ; Hybrid Working Model: Providing flexibility to achieve a better work-life balance for our colleagues, fostering a supportive environment and preventing isolation through social networking within the company, including organized social and corporate events. Over 40% of Redcentric’s employees either work from home or on a hybrid model. ; ; MetLife Well-being Hub: Accessible to all employees, offering a comprehensive range of well-being support services, such as confidential 24/7 telephone support, structured counselling sessions, cognitive-behavioural therapy, legal advice, financial management guidance, and health risk assessments. ; ; Well-being Channel: A valuable resource offering mental and physical health support, including webinars and mental health resources for adults and children. ; ; Corporate Social Responsibility Events: Organizing events throughout the year to promote well-being across the organization, utilizing a structured well-being calendar highlighting key awareness weeks like men’s health week and stress awareness week. Additionally, training over 20 mental health first aiders across the business to provide continuous support and engagement. ; ; Leadership Commitment: Our Board sets an example by promoting a healthy corporate culture and embedding ethical values in our business operations. Through these initiatives, we aim to foster a culture where the well-being of our colleagues is prioritised, ensuring a resilient and empowered workforce poised for success.

Pricing

• Price: £17.20 a device
• 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.