Howell Technology Group Limited

eG Enterprise Manager – Digital Workspace, VDI and Application Monitoring

eG Enterprise is a digital end-user experience monitoring solution that incorporates deep domain expertise, actionable insights and analytics required to detect, diagnose, and troubleshoot Apps and IT infrastructure performance problems, and ensure high-performing virtual applications.

Features

• Synthetic monitoring of user experience for any application
• Logon simulation for digital workspace technologies
• Monitoring of real user experience for any digital workspace
• Tracking the performance of every layer
• Code level diagnosis for web applications
• Automated root-cause diagnosis
• Customisable dashboards and reports
• Comprehensive extensibility/integration with ServiceNow
• Multi-tenant, service provider friendly architecture
• Agent and agentless monitoring

Benefits

• Single pane of glass, providing end-to-end visibility
• Get to know of problems through proactive monitoring
• Diagnose problems in one click using automated root-cause diagnosis
• Lower service downtime, MTTR, keep users happy
• Enhance IT efficiency by reducing finger-pointing
• Empower IT helpdesks to be effective
• Get insights for capacity planning, optimization, and right-sizing

£1.75 to £3.50 a unit 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 david@htg.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

252035519251393

Contact

David Maginnes
03304609828
david@htg.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: UK Mon-Friday 8am-6pm excluding public holidays ; ; Priority - Response - Update frequency; 1 (Critical) - 30 Minutes - 1 Hour ; 2 (High) - 1 Hour - 2 Hours; 3 (Medium) - 1 Hour - Daily; 4 (Low) - 1 Hour - Every 2nd Day; ; Outside of working hours TBD
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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 AAA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: HTG offer a tiered helpdesk service which is available 9am - 5pm Monday to Friday, excluding Bank Holidays and public holidays. ; ; This service operates with a standard two hour response SLA, with optional Gold/Silver/Bronze tiering that aligns with the required client needs. ; ; Pricing for the service is variable based around the specific support model and technical requirements of the client environment.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Yes this is part of our standard process and includes, training and user documentations as well as Local Work Instructions.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: No data is held within the ControlUP.
• End-of-contract process: At the end of the contract as per the licensing Terms and Conditions of ControlUp the End User is obliged to remove ControlUp software from its infrastructure.

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
  • Other
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Via Statement of Works.

Scaling

• Independence of resources: N/A

Analytics

• Service usage metrics: Yes
• Metrics types: Usage/ Application Launches
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: EG Innovations

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)
  • Other locations
• User control over data storage and processing locations: Yes
• 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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
  • 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: N/A
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: N/A see above
• Data protection within supplier network: Other
• Other protection within supplier network: N/A see above

Availability and resilience

• Guaranteed availability: ControlUp is a software application package which runs within the customer infrastructure and is reliant on their service levels.
• Approach to resilience: N/A
• Outage reporting: N/A

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: This functionality is dependent on the underlying application.
• Access restrictions in management interfaces and support channels: N/A see above.
• Access restriction testing frequency: Never
• Management access 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

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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR Limited
• ISO/IEC 27001 accreditation date: 11/10/22
• 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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Microsoft Certified Security Solutions Partner
  • Microsoft Advanced Specialist Information Protection and Governance
  • Microsoft Advanced Specialist Identity & Access
  • Microsoft Advanced Specialist Threat Protection
  • Microsoft Advanced Specialist Cloud Security

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: N/A

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: HTG have an internal security policy and comply with ISO/ IEC 27001 recommendations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In-house and available upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: N/A
• Incident management type: Supplier-defined controls
• Incident management approach: N/A

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  HTG’s expertise lies in migrating existing IT systems to the cloud. We know this is one of the most high-impact ways to move towards net zero IT. It eliminates the need for on-premises infrastructure, which is costly, resource-heavy, time-inefficient, and a huge contributor to carbon emissions via energy consumption.; ; After an organisation switch to the cloud, HTG can help to re-purpose old devices, as well as provide access to companies that specialise in recycling technology while ensuring data destruction as needed. In terms of any remaining hardware, idling PCs, laptops and other devices consume enormous amounts of energy. We can set up devices to automatically power off when not in use.; ; We partner with providers who manufacture devices with environmentally friendly methods and are committed to delivering digital workspaces and assets in a sustainable way. Microsoft is on track to being carbon negative within the decade and is currently carbon neutral.; ; We provide expert advice around sustainable IT policies and training along with best practices for repurposing existing devices or BYOD. We work with clients from the early stages of migration, through to optimising use of digital workspaces and devices over the long-term with environmentally friendly automations. ; ; HTG’s commitment to enabling remote working is our secondary tool for fighting climate change. Saving fuel by cutting commutes, reducing energy consumption within workplaces and reducing the need for business travel, carbon emissions within any business will significantly reduce. ; ; We recognise small, conscious decisions within our own business practices contribute towards the fight against climate change. Within HTG’s own offices, we are single-use plastic free, largely, paper-free, and frequently remind employees to switch off lights when they leave rooms. We also use local suppliers of products and services as much as possible to reduce our carbon footprint and operate in a sustainable manner.

  Covid-19 recovery

  HTG are committed to addressing the impacts of COVID-19 in a sustainable way that embeds positive practices into our business and businesses we work with. We continue to grow as an organisation which means we can offer secure employment pathways in a region that was heavily impacted by COVID-19. We currently have numerous employees who have joined us via apprenticeship schemes, and we’re dedicated to maintaining this route as a credible means of training, retraining and developing employees. ; ; Working in a sector that is reliant on emerging technologies means that there’s a fairer playing field for those that are new to the world of work or decide to change careers, as historical IT experience is not necessarily relevant or valuable. Therefore, we provide a compelling career path for those that may have had their employment prospects negatively impacted by COVID-19. ; ; HTG’s mission to provide businesses with the IT infrastructure to operate securely and effectively from anywhere supports the unprecedented shift to remote working practices post-COVID. ; ; Whilst HTG could easily have transitioned to a remote-first organisation, we recognise the value in having a physical office, and the benefits this brings to our local community (securing jobs for those that were severely impacted by the pandemic e.g., cleaners, office suppliers, food outlets). We also recognise the importance of in-person connection for mental wellbeing. We empower our employees to choose to work wherever and whenever it suits them best, and this level of trust and autonomy unquestionably reduces stress for our employees. ; ; We encourage our team to make healthy and sustainable lifestyle choices, offering a suite of benefits that, not only, financially incentivise practices like cycling to work, using public transport and eating healthily, but allow them access to private medical practitioners, that facilitate early intervention and reduce the burden on the NHS.

  Tackling economic inequality

  HTG’s efforts to tackle economic inequality are threefold. ; ; Firstly, HTG is based in one of the 20% most deprived neighbourhoods in the UK and we are very proud of our North East of England roots. We are committed to remaining in the region and providing a local pathway for careers that, historically, may have required a move towards a different region in order to progress. Our presence is also a valuable local commodity as we can invest money in the surrounding community via our offices, the spending habits of our employees and our local charitable endeavours. Our employees also have a commitment to volunteering and we foster relationships with Not-for-Profits in our local community.; ; Secondly, our most-valued contracts are with Public Sector organisations that are, themselves, committed to tackling economic inequality. Every year, one of our clients supports 3,000 people into jobs, including 200 apprenticeships and 150 business start-ups. Together with their partners, they deliver 5,000+ free, accredited training sessions. They also provide a range of grants for work and business. Their 2022-23 activity alone had a social value of £137m.; ; Finally, HTG are providing services that allow businesses to reap the benefits of using the latest technologies. Our team is made up of experts in their field, including cyber security, and we pride ourselves on building trusted partnerships with our clients whereby we can tailor solutions to meet a range of needs. We take on the responsibility of creating an IT infrastructure that is robust and future focussed. The benefits we offer include enabling remote working; increasing efficiency and productivity; reducing the likelihood of costly data losses and downtime in IT services. Our smart solutions allow our clients to focus on what they do best, in the confidence the service we provide for them is scalable and secure.

  Equal opportunity

  HTG have cultivated an inclusive culture where people feel safe and comfortable discussing their uniqueness within the workplace – across the full range of protected characteristics. Our organisational values bond our team and create a sense of belonging that we see critical to hold on to, even as we scale. ; ; Our team undertake mandatory Equality Act training and we have a zero-tolerance approach to discrimination.; ; We offer a range of benefits including a flexible working framework and a host of paid leave options, which remove many of the barriers to work disabled and under-represented groups might face.; ; We appreciate mental health difficulties can be hugely impactful to employees, and very costly to businesses. We are a Gold Award Winning employer via Mind’s Workplace Wellbeing Index 2022/23, signifying that we are “Achieving Excellence” in our work to promote and support positive mental health. We have one qualified Mental Health First Aider per 13 employees and our team have access to talking therapies via our Private Medical Insurance provision.; ; Our team includes 31% women, and we have established a partnership with Smart Works locally to drive female employability in general, as well as at HTG. 40% of our Senior Leadership Team are women creating visible role models for within HTG and the local community. ; ; HTG is a Disability Confident Employer (DCS035657) and accredited as a Living Wage Employer by the Living Wage Foundation.; ; We are signatories of the Tech Talent Charter, bringing together organisations to drive greater diversity and inclusion in technology roles.; ; We are also signatories of the Microsoft Partner Pledge, committing us to grow talent in our industry, enhance diversity and inclusion, and shape a desirable world.; ; Our apprenticeship schemes are a fantastic route for employees from disadvantaged backgrounds or from minority groups to gain skills that increase their employability.

  Wellbeing

  The health and wellbeing of HTG’s team is of paramount importance to us. Our distribution of work is structured in a way to ensure equity and prevent burnout. Our management style is one where mentoring and coaching is valued over direction and instruction. We pride ourselves on a culture where employees feel comfortable to be their authentic selves within the workplace and work hard to foster relationships that mean the team feel safe to raise concerns or voice struggles without fear of discrimination or judgement. ; ; We offer employees the freedom to work from home, as well as take paid and unpaid leave from work when they need to prioritise their wellbeing. We also offer benefits that allow employees access to continued, tailored, professional support free of charge. We utilise qualified Mental Health First Aiders to enact early prevention and intervention where we see an employee struggling to manage their mental wellbeing. ; ; We are committed to promoting the benefits of a healthy lifestyle to our employees and offer a range of benefits to ensure everyone has access to readily available health and wellness choices. We provide a free on-site gym, free fruit, free healthy breakfast and lunch options, and free dietary supplements to our employees. We run a Cycle to Work scheme, provide Private Medical Insurance to all employees (which offers substantial discounts on gym memberships) and offer a Healthcare Cash Plan.; ; Our approach to wellbeing is guided by the 5 pillars of wellbeing recommended by the NHS. Learning new skills is one of those pillars and continued, lifelong learning is a stalwart component of HTG’s DNA. We also place considerable emphasis on acts of giving and kindness. From our internal recognition programme to paid time off for volunteering in the local community, we know the power of philanthropic endeavours.

Pricing

• Price: £1.75 to £3.50 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day trial

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