ZERO PLUS LTD

Continuous Network Experience and Intelligence

CNEI is our Digital Experience Monitoring service, powered by our Continuous Network Assessment (CNA) monitoring platform, which emulates real user activity through sensors and endpoint agents to measure the availability and performance of applications, cloud services, connectivity and local infrastructure from the end-user’s point of view.

Features

• 24/7 Availability and performance monitoring of Networks and Applications
• Rapid implementation with no change required to existing infrastructure
• Fully managed solution with no burden on your team
• Turnkey solution with pre-built dashboards
• Flexible deployment in both private and public cloud

Benefits

• Single view of your cloud infrastructure and business critical services
• Maximise your investment with continuous automated assessment
• Provides a "2nd opinion" to assist your 3rd-party service partners
• Identify issues before they become incidents
• Easy identification of root cause, with detailed and holistic view
• Retention of reports for historical reference and trend analysis

• Education pricing available
• Free trial 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 david.twynham@zero-plus.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

402268578945837

Contact

David Twynham
07469754262
david.twynham@zero-plus.co.uk

About the service

• Service categories:

  Systems Infrastructure Software

  Network

  Network management

  • Network performance management (NPM)
  • Network operations management (NOM)
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No constraints.
• System requirements:
  • Virtual-machines (Private or public), unless consumed as cloud-service
  • Each sensor requires connection to WiFi/LAN, and power supply
  • CNA agent installation for EUC monitoring
  • Sensor and agent need to communicate with the cloud Unit
  • Details of IT Services to be monitored

User support

• Email or online ticketing support: Yes
• Support response times: 8hr response time, 9am to 6pm Mon-Fri.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: Ability to work with known Assistive technology tooling.
• Onsite support: Yes, at extra cost
• Support levels: Standard support will include:; Service Review per quarter; Performance and availability dashboard; Graphic representation of IT services network performance (eg response time and packet loss); Alerting with email notification; Data retention for 3 months; Premium support is modeled around clients needs and includes:; Sensor onsite installation; Monthly/ Weekly service review; Development of specific use case probing; Dashboard customisation; Complex graphical visualisation; Tuning of threshold and alerts; Alert analysis and triaged with support; Consultancy for planning and implementing architectural changes to rectify and/or evolve the IT environment (Network, cloud, application)
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: The onboarding process is provided with online training and demonstrations. Documentation and reference manuals are also provided. Service is specifically configured and delivered to cater for your needs. Pre-configured dashboards will be used for initial set-up and will be further customised to fit to the specific services to be monitored.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is collected within our cloud's data collector. Extraction of any data at any time is available via a support request.
• End-of-contract process: At end of contract, we engage with the customer and agree what data they wish to retain. On the agreed date, having shared all required data the customer access to the service will be terminated. The customer can return the sensors that are no longer active for free of charge disposal.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The portal is accessible on mobile devices and graphics will scale to the reduced screen size. This is offered with limited support.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: CNA portal visualises the data collected from the sensors and agents and presents as Graphs. Graphs are arranged in dashboards that can be customised to best fit the service monitored. The graphs represent the performance of your IT services. A threshold can be configured on a graph to alert you when a certain value is exceeded. Alerts can be configured to trigger notifications.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: The content has been evaluated by the developer of the portal. Manual testing is performed regularly for all major browsera and Operating Systems, plus the following screen readers: Voice Over on MacOS with Safari, Chrome, and Edge with Chrome and Firefox on Linux Automated evaluation
• API: Yes
• What users can and can't do using the API: The portal backend exposes an HTTP API, which is the same API that is used by the frontend to do everything from saving dashboards to creating users and updating data sources.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can change their profile theme, homepage and language.; Full configuration of monitored applications, sensor settings and alerting.

Scaling

• Independence of resources: Each customer's service is hosted on a separate platform.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides insights into availability and performance of applications & Networks within your environment. Metrics are relative to the service monitored (e.g. CPU, memory, disk, response time, successful resolution, signal strength, etc.)
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

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

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: No user data is collected. Dashboards and graphs can be saved as snapshots. Export is in JSON format.
• Data export formats: Other
• Other data export formats:
  • JSON
  • Snapshot
  • Screenshot
• Data import formats: Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Cloud Unit Target Availability/Month (during service hours): 99.50% Sensors availability is Best Endeavours given they are controlled by customers and their staff on sites.
• Approach to resilience: The CNEI service is delivered by a fleet of sensors and with the CNA agent installed on EUCs and servers/VMs. The monitored target (WiFi scan frequency, URLs, IP destinations, etc.) are orchestrated by the CloudUnit (CU). Resilience for sensors is achieved by duplication (e.g. multiple sensors to­ monitor the WiFi service in a specific area). The CU is formed by the back-end system collecting the sensor and agent feeds, a management station and a front-end for the portal. CU can run on public and private clouds. Resilience is achieved using cloud-native constructs (availability zones, autoscaling, kubernetes etc.)
• Outage reporting: Alert notifications via the selected channel i.e. email, SMS, Slack, MS Teams etc. Also available withing the provided dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: IP Source whitelisting, security-group. The solution can be complemented with additional services such as NGFW, ZTNA, micro­ segmentation which will be provided separately.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials; Cyber Essentials Plus; Undertaking IS027001 accreditation
• Information security policies and processes: The service is built and managed in alignment with Security industry standards, e.g. NCSC guidance, CAF, NIST.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are introduced with 6 step process:; ; 1. Planned with details on the specific part modified; and risk associated; 2. Tested in the development environment; 3. Documented with findings and any deviation from the plan; 4. Scheduled with each deployed environment separately; 5. Implemented according to agreed schedule using blue/green approach; 6. Observed and accepted or reverted
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed from design through implementation and operational support for each element of the solution. The deployment is built with minimal exposure resulting in strong security posture - for example, sensors have no inbound connectivity. SLA Sensors/CU Patching Routine: Monthly outside Service Hours Critical Security Patches: Next working day.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sensors are managed and monitored 24/7. Central Unit Cloud service is hosted in AWS Virtual Private Cloud (unless private cloud is required) where instances and traffic are monitored for performance, availability,and threat detection. The response is activated by the alerting mechanism and customer informed.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident escalation is via the support team. Incidents are managed by classification: Application or Infrastructure. Application: service not available, data issue, application bug, Report not coming up. Infrastructure: system-down (CU server issue), Sensor not responding. Report will be provided on request.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Demonstration sensors are provided for a customer Proof of Concept at no cost. This includes a minimum of 2 sensors and access to a full-feature demo portal.

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 1.5%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2.5%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: A4d07f8e-45de-4f14-9724-79513f370735
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 5e1f68e2-9915-47f6-8f1b-d880e42b1565
• Other security certifications: No

Social value

• 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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • 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
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  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

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures for making facilities used in the delivery of the contract available for community groups, education or training
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • 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
  • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • 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
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

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

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 david.twynham@zero-plus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.