VIRGIN MEDIA BUSINESS LIMITED

SD-WAN from Virgin Media O2 Business

The Supplier’s SD-WAN service bridges the gap between the Internet and the Supplier’s network, creating fluidity and agility, and capability that empowers Buyers to respond to disruption and embrace digital transformation.

Features

• Network connectivity that connects multiple Buyer sites and cloud services
• Software overlay across multiple underlay options
• Operate data/applications over Virtual Private Networks and the Internet
• Centralised management portal providing visibility, performance analytics and configuration control

Benefits

• Improved network performance and visibility
• Improved support for real time applications and cloud access
• Increased network agility through automated policy deployment
• Greater security through encrypted connectivity, segmentation and centralised policy enforcement
• Reduced operational overhead through simplified management and real-time analytics

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PublicProcurement@virginmedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

368236761336247

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  Network

  Network infrastructure software

  • Software-defined networking (SDN)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Various Internet & MPLS Access options are available on a per WAN edge basis dependent on individual Buyer requirements and existing infrastructure.
• System requirements:
  • Suitable equipment environment, power, rack space and temperature control
  • LAN

User support

• Email or online ticketing support: Yes
• Support response times: 1 Hour 24/7
• 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: Yes, at extra cost
• Support levels: Buyers can receive a range of support through all stages of the contract, for example: implementation; contract management; Managed Service; customer service; account management; incident management, such as unplanned or planned outages; reporting; senior stakeholder engagement; escalation process; technical support and exit management. Pricing is supplied in the attached Pricing document.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Users will be supported by the Supplier's established implementation and communication processes. Implementation documentation can be provided if required.; ; Onsite training can be provided if required, at an additional cost.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Excel
• End-of-contract data extraction: Standard exit provision applies when the contract ceases and moves to new provider/contract.
• End-of-contract process: Standard exit provision applies when the contract ceases and moves to new provider/contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: The documentation is provided by us to the Buyer as part of the service onboarding/offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service management portal is accessible from mobile web browsers as well. The full administrative interface is optimised for desktop use, so some advanced configuration and reporting features may be more easily performed on larger screens. No separate mobile application is required
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service is accessed through a secure, web-based management portal that provides visibility of network performance, device status, policies and analytics. Administrators can monitor the SD-WAN environment, view alerts, and apply configuration changes according to their assigned permissions. The interface supports role-based access control and is available from standard desktop and mobile web browsers. No software installation is required.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface is delivered through a standard web browser and supports common accessibility features provided by modern operating systems and browsers, such as zoom, contrast settings and keyboard navigation. Some complex configuration screens may be less accessible for users relying on assistive technologies, as no formal WCAG or EN 301 549 conformance has been assessed
• Accessibility testing: Informal internal testing has been carried out using standard browser accessibility tools. No formal testing with users of assistive technologies has been undertaken, and no vendor accessibility conformance reports are available
• API: No
• Customisation available: No

Scaling

• Independence of resources: Central management portal and Quality of Service (QoS) policies

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage and performance metrics are made available through the SD-WAN analytics portal, including bandwidth utilisation, application performance, device health, site availability, traffic volumes and alert statistics. Dashboards and reports can be viewed and exported where supported. Additional service-level metrics such as incident volumes, availability and SLA reporting are provided as part of the managed service
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users export their data from the SD-WAN Analytics Portal using the built-in export functions, which allow most tables and reports to be downloaded in CSV or PDF format.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• 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 network access type and SD-WAN equipment configuration, offering availability between 99.8% and 99.999%.
• Approach to resilience: Available on request
• Outage reporting: Outages are reported via the online portal and through electronic communication via the central management centres.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to Management interfaces is subject to username and password authentication. Access to Director orchestration portal is restricted to Supplier staff directly working in roles that deliver or support the service.; ; The Analytics monitoring portal is provided for Buyer use. Accounts are created per user in accordance with the Buyer request.; ; Support channels including change requests and incident logging; are verified by knowledge-based authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 12 months

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: • Cyber Essentials Plus • ISO 20000-1 IT Service Management • ISO 22301 Business Continuity Management • ISO 9001 Quality Management System
• Information security policies and processes: The Supplier has its own information security policy based on ISO 27001, with established internal processes for handling security events. The Supplier has in place security teams dedicated to specific areas, and is audited regularly by external auditors to ensure compliance.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Internal methodology, which follows best practices as part of internal Formal Change Management process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Internal CERT function and formal patch management policies with appropriate governance applied.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: At a Buyer level, the Supplier will identify repeat incidents on a per site basis through regular trend analysis reporting. Where three instances are identified, across a three consecutive month period where the same site and service is impacted by an incident, the Supplier will undertake special investigation in collaboration with the Buyer.; ; Response processes and timescales depend on the type and severity of the incident.; ; Proactive Problem Management is focussed on identifying and resolving Problems and Known Errors before incidents occur in order to improve the quality of services and minimise any adverse impacts.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: The Supplier's Fault Management Centre (FMC) follows predefined processes for: Event Management; Incident Management; Problem Management; Remote Diagnose and remediation (Fix); Jeopardy and Escalation Management; Support of Business Continuity and Disaster Recovery (BCDR) plans; Management of 3rd parties required for the provision of the service.; ; Authorised users report incidents to the Supplier's customer service and/or account management teams. Incident reports vary depending on the type and severity of the incident, such as Major Incident Reports (provided by account management team within prescribed timeframes where applicable) and trend analysis reports.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Tuesday 6 January 2026
• What the ISO/IEC 27001 doesn’t cover: The certification applies to the Information Security Management System (ISMS) covering the design, development, installation, maintenance and operation of business-to-business telecommunication services, and IT service management of these operations, in accordance with the Statement of Applicability. Any activities or services outside this scope are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Tuesday 6 January 2026
• What the ISO 9001 doesn’t cover: The certification applies to the Quality Management System (QMS) for the design, development, installation, operation, and maintenance of business-to-business telecommunication services. Any activities or services outside this scope are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services
• PCI DSS accreditation date: Monday 27 January 2025
• What the PCI DSS doesn’t cover: Systems outside the assessed cardholder data environment.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1dc27062-ca1b-4004-9f4b-f52c2b60e0e6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd3604c8-09d1-4410-bb61-62deba59000d
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000-1 IT Service Management
  • ISO 22301 Business Continuity Management

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PublicProcurement@virginmedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.