Sera Neon

PAAS/IAAS Support

All PAAS and IAAS components including Integration/OICS, UCM, Data, OACS on Cloud and Premise

Features

  • PAAS Implementation and Support
  • IAAS Implementation and Support
  • Data Warehouse Implementation and support

Benefits

  • Flexible service
  • 24/7 Support

Pricing

£250 to £850 a unit

  • Education pricing available
  • Free trial available

Service documents

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 bid.team@seraneon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 9 5 8 5 8 9 8 9 6 2 8 5 9 7

Contact

Sera Neon Lianna Messent
Telephone: 07751712195
Email: bid.team@seraneon.co.uk

Service scope

Service constraints
NA
System requirements
Buyers should have all required licenses in place

User support

Email or online ticketing support
Email or online ticketing
Support response times
S1: 1 hour S2: 4 hours S3: 1 day response times are different at weekend
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Integrated with Microsoft Teams
Onsite support
Yes, at extra cost
Support levels
Flexible Support model Across Oracle Cloud- Finance, HCM, CRM, PBCS, Integrations and Release Management 24/7, Business Hours or call out support No Yearly, Long Term Commitment
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onboarding includes Preliminary discussions, workshops, Class Room based or Online Training
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
All Data is held in the client systems
End-of-contract process
Depending on the length of the contract, go-live support is included with this service.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Resources are dedicated to one project at a time only.
Usage notifications
Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Infrastructure or application metrics
No

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Oracle

Staff security

Staff security clearance
Other security clearance
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
Supplier-defined controls
Penetration testing frequency
Less than once a year
Penetration testing approach
In-house
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
No

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Users will be refunded for the lost time, not for the reason that is due to the user teams- unavailability etc
Approach to resilience
It’s available on request
Outage reporting
Email Alerts

Identity and authentication

User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Other
Other user authentication
Most of the Cloud or On-Premise based services are on the supplier infrastructure and follow such authentication principles.
Access restrictions in management interfaces and support channels
Most of the Cloud or On-Premise based services are on the supplier infrastructure and follow such authentication principles. In terms of the emails and administration access, these are restricted via the Gmails Admin Centre
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
Supplier specific Certifications

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Programme dependent Security Governance Model
Information security policies and processes
Data Breach and Data Protection Policy
Cyber Security and Information Handling policy

All policies are governed and implemented through a named Data Protection officer and their team

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes follow supplier/programme defined controls. We however would strongly recommend the best change management practices and methodologies.
All changes undergo strict review and testing in a lower test/development environment and are only promoted to production post necessary approvals.
The testing would include, but not limited to security, data, functional, integration, unit and operational testing
The security testing will include both system and user-based negative and positive testing
Load/Performance testing may be included depending on the type of change.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
As we are not a product-based organisation. Most of our potential vulnerabilities could be with our email and internal storage solutions. Both of these components are within the secure Microsoft or Gmail servers. We however would regularly conduct Cyber security training for all our Employees and Associates and the Cyber Security Consultant keeps us up to date with the known Cyber attacks. As we are growing we are now setting up an internal Cyber Security Team.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Any potential compromises are usually within the email system in form of a fishing email. Any new member of our team is made aware of such attacks at the time of the induction and during the Cyber Security Training. Any such incidents are assessed and responded to immediately.
Incident management type
Supplier-defined controls
Incident management approach
We use supplier-provided incident management tools. For our internal email and storage system we maintain a log that is owned by the Operations Director.

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
No

Energy efficiency

Energy-efficient datacentres
No

Social Value

Fighting climate change

Fighting climate change

NA
Covid-19 recovery

Covid-19 recovery

NA
Tackling economic inequality

Tackling economic inequality

NA
Equal opportunity

Equal opportunity

Equal opportunity Employer
Wellbeing

Wellbeing

NA

Pricing

Price
£250 to £850 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
To be discussed at the time of engagement. As an example, if there are 50 reports to be delivered. One can be delivered FOC

Service documents

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 bid.team@seraneon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.