BOXXE LIMITED

boxxe/TCN Modern Managed Workspace

boxxe can assist with the "Modern Managed Workspace", the digital and physical (i.e. device) interface between end users and the applications and data they need to work productively, as well as the end user computing and mobility infrastructure required to securely deliver and manage this.

Features

• Security
• Compliance
• Manageability
• Windows 10
• Windows AutoPilot
• Device as a Service
• Microsoft InTune
• Automatic or managed updates and patches

Benefits

• Simple mangement
• Modern solution
• Virtualisation
• Simple delivery
• Readiness assessment
• Choice of automatic or managed updates and patches
• Decrease in Administration overhead
• Continual improvement of service

£3.81 a user a month

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

Framework

G-Cloud 14

Service ID

304139302833406

Contact

Gemma Franklin
07704551950
tenders@boxxe.com

Service scope

• Service constraints: Modern Management Workspace is constrained to the Microsoft offering of Windows 10 desktop devices. (Mobile devices under Intune can be iOS, Android or Windows)
• System requirements:
  • Windows 10 licences for desktop devices
  • MDM solution (Intune or other) for mobile devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times We respond to all tickets within 30min but tailor SLA based on customer requirements See https://azure.microsoft.com/en-gb/support/plans/
• 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: We have a 4 tier support levels. The first line support team are a key asset to the Service Desk capability and responsible for the monitoring of the resolution process of all registered Requests and Incidents– in effect the IT Service Desk is the owner of all Incidents. The first line support team plays an important role in the Incident Management process as all Incidents are reported to and registered by the IT Service Desk. Our 2nd Line Support is responsible for escalations and on-site and ‘at desk’ support with key responsibilities include receiving escalated calls from 1st line to provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service, perform a technical diagnosis and fix the issue either remotely or on-site. The 3rd Line Support Team has the responsibility of proactively monitoring and the resolution of any Incidents within the Data Centre and its infrastructure hence looking at Problem Tickets, Change Management and providing improvement to the existing estate. 4th line tier is our consultancy who support with any issues or large design changes to the estate. All customers are assigned an Account Manager and a technical lead engineer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The purpose of on-boarding and service transition is to plan the implementation of the service, deploy it and release it to live operation in a structured, coordinated and efficient way for users to start using the new service. There are a number of activities which are documented and we coordinate and manage the capacity and resources required to plan, deploy and release the designed service in to live operational use. Provide a consistent and rigorous framework for identifying, managing and mitigating risk during entry in to live service. Manage the process of effective and efficient knowledge transfer in order to support the delivery of the new or changed service. Ensure that the service can be managed, operated and supporting users in accordance with the service design once in live operational use. As for users we have a comprehensive communication plan ensuring users are aware of any new or changes services. We provide user guide documentations for the service and frequently asked F&Qs which are available via the Client Portal. Onsite workshops are also scheduled with a group of users and provide floor walkers when service goes live during early life support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The Cloud service tenant is owned by the customer, who has complete control of the data.
• End-of-contract process: A contract/agreement will be in place for the service. Notice may be served as per the contract/agreement. boxxe shall, throughout the duration of the agreement, maintain and update the Exit Plan, promptly providing the Customer with a copy of the Exit Plan as updated. boxxe shall, in addition, update and amend the Exit Plan as required from time to time, in respect of any agreed change where an impact on the Exit Plan is identified. The Exit Plan will document all reasonable steps and associated timeframes that the Parties will take in the event of exit. Exit and end of contract will be subject to contract terms but if anything is outside of the agreed exit plan then it will be reviewed and agreed on a required basis with associated costs

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Boxxe Proactively monitor and ensure sufficient capacity is in place for systems where automatic scaling is not an option. boxxe and the Customer will jointly agree appropriate capacity thresholds and document these in the Operating Manual. The Service Desk will continuously monitor the available capacity and pro-actively alert the customer when capacity thresholds have been triggered and plan accordingly via change control. Automatic scaling is used where available
• Usage notifications: Yes
• Usage reporting: Email

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
  • Regular reports
  • Reports on request

Resellers

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

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
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• 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: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Files and Data
  • Configuration settings
• Backup controls: Backups are defined as a service level at inception of the service
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
• Scheduling backups: Users contact the support team to schedule backups
• 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: Other
• Other protection between networks: Customer network is separate to boxxe
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service availability is dependent on the resilience infrastructure by Microsoft who are the proprietor of the aforementioned cloud services delivered to our customers. The below refers to each component of the cloud service. Virtual Machines https://azure.microsoft.com/en-b/support/legal/sla/virtual-machines/v1_6/ Networking https://azure.microsoft.com/en-b/support/legal/sla/expressroute/v1_3/ Azure Backup - https://azure.microsoft.com/en-b/support/legal/sla/backup/v1_0/ If TCN fails: • Meet the monthly service levels for any of P1, P2 or P3 on three or more occasions during any rolling six-month period, or, • A P1 outage lasts more than 8 Extended Working Hours or a P2 outage lasts more than 16 Extended Working Hours (the calculation of the time elapsed shall pause at the end of the Extended Working Hours at the end of each day and shall resume at the start of the next Extended Working Hours where the outage is continuous or a failure occurs repeatedly), or the maximum service credit is reached then the Availability is calculated on a calendar monthly basis using a 730-hour month and the following formula: P=(730 Hours-A)/(730 Hours) x10 P = Percentage availability A = Sum of all unplanned events of unavailability in that month measured in hours. Unavailability is measured from the time an incident ticket is raised to the time availability is restored.
• Approach to resilience: Available upon request.
• Outage reporting: At boxxe any outages are reported via our Client Portal news flash and also email alerts. If an outage has an adverse impact across the business then a P1 ticket is logged by which customers will be notified and key stakeholders get a text message on mobiles, and contacted via phone either by a Service Delivery Manager or a Technical Services Manager with 30 min updates through the lifecycle of the outage.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Azure Active Directory is Microsoft’s multi-tenant cloud based directory and identity management service. Azure-AD provides an affordable, easy to use solution to give employees and business partners single sign-on (SSO) access to thousands of cloud SaaS Applications like Office365, Salesforce.com, DropBox, and Concur. For application developers, Azure-AD lets you focus on building your application by making it fast and simple to integrate with a world class identity management solution used by millions of organizations. Azure-AD also includes a full suite of identity management capabilities including multi-factor authentication, device registration, self-service password management, self-service group management, privileged account management. https://docs.microsoft.com/en-us/azure/active-directory/active-directory-whatis
• Access restrictions in management interfaces and support channels: Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell. https://docs.microsoft.com/en-us/azure/active-directory/active-directory-assign-admin-roles
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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: Aprio, LLP
• ISO/IEC 27001 accreditation date: 24/08/2020
• What the ISO/IEC 27001 doesn’t cover: Out of the controls within ISO 27001 only two items were not applicable and those are: A8.3.3 – Media Handling; BeyondTrust does not transfer physical media A14.2.7 – Outsourced Development; BeyondTrust does not outsource software development.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 17/03/2017
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-certified, Level 4
• PCI DSS accreditation date: 07/07/2021
• What the PCI DSS doesn’t cover: BeyondTrust's solutions/development practices.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: https://www.beyondtrust.com/security/industry-certifications

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: We have the below certifications but not limited and can provide a full list upon request: • ISO 14001 • ISO 27001 • ISO 9001 • Cyber Essentials Plus Certified • CCS Approved supplier • G Cloud approved supplier

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Configuration Management process is to ensure that the assets required to deliver services are properly controlled. All services are tracked throughout the lifetime and when either retired or replaced the CMDB is a live database thus ensuring the assets are always kept up to date. All changes made to the environment is delivered following a standardised quality process, in an efficient and timely manner with minimum risk or disruption to the business whilst maintaining system stability and ensuring security is considered and reviewed. Robust process for both Configuration and Change Management available
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• 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: Boxxe defines the purpose of Incident Management to restore normal service operation as quickly as possible and minimise the adverse impact on business operations. All incidents can be logged via the boxxe service Desk via web, email or phone. The Service Desk is responsible for the monitoring of the resolution process of all registered Incidents. We provide incident reporting through Monthly Service Reports associated with SLA and/or Major Incident Reports which details an outage or a P1 incident

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: Supplier
• Virtualisation technologies used: Hyper-V
• How shared infrastructure is kept separate: Utilising standard separation of Azure each tenant is kept entirely secured from other tenants.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft Azure Datacentres adhere to the EU Code of Conduct for Energy Efficient Datacentres.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  boxxe is committed to supporting environmental protection and improvement and to delivering and influencing environmentally conscious solutions to address the critical issue of climate change, focusing on achieving net zero greenhouse gas emissions and influencing all stakeholders towards environmental protection and improvement. ; Our latest Carbon Reduction Plan, available on our website confirms we are carbon neutral across all sources of emissions through investing in the Carbon Exchange-Traded Commodity. We aim to reach Net Zero by 2050 at the latest through emissions reduction initiatives e.g. renewable electricity procurement and supplier engagement.; Environmental protection is embedded in everything boxxe does and offers and we are proud to have been named as a finalist in the Best Value Chain Initiative category at the CRN Sustainability in Tech Awards 2024. ; We maintain an accredited ISO 14001 Environmental Management System covering the entire scope of our business, and our goal is to be recognized as the UK’s most sustainable IT reseller and service provider.; boxxe is committed to adopting, promoting, and implementing the principles of a Circular Economy and have developed a Circular Management Plan which articulates our strategy for waste minimisation and the enhancement of material reuse and recycling in our operations and the products we supply. This underscores our dedication to environmental stewardship, resource efficiency, and sustainable growth, driven by innovative and accountable resource and waste management practices.; We ensure that our supply chain is aware of and understand our environmental policies and we work with them to manage and continuously improve their environmental performance. We prioritise the purchase of recycled, recyclable, or re-furbished products and materials where these alternatives are available, economical, and suitable.; We conform to WEEE regulations and seek to sustainably reduce, reuse, and recycle, to ensure we and our customers minimise the impact of IT waste on the environment.

  Covid-19 recovery

  The COVID-19 pandemic fundamentally changed boxxe’s ways of working, leading us to implement a fully remote workforce to maintain customer service and operational functionality during the crisis. This transition enabled us to develop and implement a "Work from Anywhere in the UK" policy. By allowing our employees to work from any location, we have broadened our recruitment reach, enabling us to attract the best talent regardless of their geographic location. This approach has reduced barriers to inclusion, enhanced employee retention, and supported a healthier work-life balance. Additionally, remote recruitment strategies have allowed us to target candidates from areas particularly impacted by Covid-19, thereby positively contributing to their local economic recovery.; Recognising the significant skills shortages highlighted by the pandemic within the IT industry, we have taken proactive steps to retain and enhance our workforce's capabilities. We encourage continuous training and development in our employees' respective fields of expertise. Experienced staff and external specialists provide mentoring, offering a hands-on learning experience that ensures the effective application of newly acquired skills. Moreover, we are committed to inspiring the next generation by inviting local youth to experience the day-to-day life of our tech teams and organising regular hackathons and think tanks for soon-to-be graduates, providing them with career guidance.; Building on our pandemic experiences, we have developed a robust business continuity plan, ensuring that we are well-prepared to maintain uninterrupted service in the event of a similar crisis. It is worth noting that during the height of COVID-19, our strategies allowed us to maintain seamless business operations, underscoring our resilience and adaptability in challenging times. This foundation not only prepares us for future challenges but also reinforces our commitment to innovation and excellence in a post-pandemic world.

  Tackling economic inequality

  boxxe is committed to addressing disparities in employment, skills, and pay within our workforce and across our supply chain. Our ‘Work from Anywhere in the UK’ policy allows us to recruit the best talent regardless of their geographic location, removing barriers to inclusion, improving retention, and promoting a healthier work-life balance. By enabling staff to work remotely, we foster collaboration and create more equitable opportunities for all potential and current boxxe employees.; To address the skills shortages in tech industry, we invest in our staff’s continuous in-work skills development, facilitating career progression and helping retain talent. All staff have access to on-demand learning opportunities, available irrespective of role or seniority. We provide funding for a variety of training programs: specialist vendor/industry accreditations and professional qualifications. Experienced staff provide mentoring, ensuring that newly acquired skills are applied effectively.; We are dedicated to maintaining a robust and diverse supply chain by actively supporting SMEs, startups, and specialist suppliers. We invite these partners to collaborate with us, providing them with a route to market and guidance on best practices in industry and environmental, social, and governance (ESG) standards. Moreover, we have created the boxxe Community, where every employee can contribute 11½ days each year to support community and social value activities. We prioritise a local-first approach to giving, ensuring that support reaches grassroots charities and local causes where it is needed most. This includes our involvement in the 'Graduation to Employment' programme where experienced personnel volunteer to provide career coaching to university graduates.; Through the boxxe Academy, we offer apprenticeships and seasonal internships to encourage the next generation into IT. We welcome interns and apprentices to our customer service, HR, service delivery, and service delivery teams, providing them with all-round experience to kick-start a career in tech.

  Equal opportunity

  Equal opportunities, and our dedication to DEI are rooted in our mission to Making Tech Human.; boxxe is committed to a workforce that reflects diverse populations with the skills to drive a compassionate and inclusive culture and a genuine sense of belonging. We embed inclusivity, celebrate uniqueness, and foster collaboration to eradicate inequalities in employment, skills, and pay in our workforce and our supply chain.; Recruitment is focused on inclusivity and fairness, encouraging diversity in ethnicity, gender, sexuality, and socio-economic backgrounds by anonymising our candidates, concentrating on the alignment of their skills and experience, reducing conscious or unconscious bias. Our Competency Framework gives employees clear guidance on progression and developing the necessary competencies for higher level roles, integrating both technical and behavioural aspects in a Skills Matrix, and mapping out potential career paths. We offer online training and invest in our staff’s professional qualifications. Our annual pay review maintains market-aligned salaries, and we are a certified Real Living Wage employer. We offer enhanced, inclusive family policies including maternity, parental, and fertility-treatment paid leave. ; We hold Flexa accreditation and operate a ‘Work from Anywhere in the UK’ policy which enhances accessibility for candidates facing barriers to inclusion, bolsters retention and facilitates a healthier work-life balance. We are a Level 1 Disability Confident Committed employer, aiming to achieve Level 2 by 2025. We actively address underrepresentation, particularly women in tech, and racial inequality as a founding member of Technology, Community for Racial Equality. We are proud of our advancement of female leadership, recognised at the CRN Women & Diversity in Channel Awards 2023. Our involvement with the Stonewall Diversity Champions reflects our dedication to LGBTQ+ allyship. ; As a silver accredited Armed Forces Covenant member, we work to help create employment opportunities for ex-service personnel and support staff who are military reservists.

  Wellbeing

  boxxe’s Wellbeing Strategy, built on direct feedback from our employees, reflects our dedication to prioritising our workforce’s mental, physical, social, and financial wellbeing. This holistic approach recognises the importance of a comprehensive support system for overall health, satisfaction, and effectiveness of the workforce. We adhere to the Mental Health at Work Commitment and incorporate elements from the Thriving at Work guidance, despite being an organisation of less than 500 employees. This includes tailored mental health support, financial advice and low interest support loans, an EPA, occupational health support, and counselling services provided in-house by Mental Health First Aiders.; We champion a healthy workplace environment through the Mindful Business Charter, which emphasises removing unnecessary stress and promoting mental wellbeing with strategies including smart meetings, respecting rest periods, and mindful delegation. This charter serves as a guideline for all employees on small, practical changes to safeguard personal and colleague health.; To encourage open discussions about health, we foster a supportive culture where physical and mental health issues can be openly discussed, creating a safe space for employees to express concerns. We encourage our staff to participate in the boxxe Community programme, which has been shown to positively impact physical and mental wellbeing.; Our proactive engagement with the workforce includes regular wellbeing surveys, specialised training for managing stress at work, and comprehensive health benefits that cover physical and mental resources. We promote active lifestyles through incentivised physical activities, and we maintain health and safety standards in line with our ISO 45001 accreditation. We ensure wellbeing extends to our supply chain through our Supplier Code of Conduct, emphasising the importance of ethical standards and worker health and wellbeing, demonstrating our dedication to fostering a culture of health and wellbeing across all facets of our operations.

Pricing

• Price: £3.81 a user a month
• 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@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.