MAXIRON LTD

IBM MAS Production Environment (MaxIron Cloud)

MaxIron Cloud is an IBM® Maximo® Application Suite self-service automated cloud environment incorporating DevOps for full change deployment.

Our IBM MAS Non Production environments can be provisioned for IBM MAS Development, Configuration, Data, Testing and Training Purposes.

Provides a secure self-service cloud Maximo environment in under 2 hours

Features

• Automated Provisioning
• DevOps and Automation
• MAS Operations Management (Self Service)
• Secure & highly available (99.99%)
• Optimised Cost Management
• AI Powered Event Management
• Operational Observability
• Performance Optimization

Benefits

• Environment provisioned in under 2 hours
• Run costs reduced by 30%
• Developer Productivity increase by 30%
• Consumption based
• Supports SDLC through DevOps

£600 to £2,000 a unit a month

• 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 robert.carew@maxiron.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

454937063190580

Contact

Robert Carew
+44 7834533517
robert.carew@maxiron.com

Service scope

• Service constraints: None
• System requirements: IBM MAS Licence (BYOL or Use Ours)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Incidents will be responded to within 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Recognizing the critical need for inclusivity, we have conducted testing of our web chat services with assistive technology users. This initiative is part of our broader commitment to ensuring that our digital services are accessible to all users, regardless of their physical abilities or technological requirements
• Onsite support: Yes, at extra cost
• Support levels: MaxIron provides one level of support for this offering. ; ; This level offers access to our comprehensive knowledge base, FAQs, and community forums where users can self-serve solutions to common issues. This includes live chat support, priority email responses within 4 hours, and proactive system monitoring. Customers also benefit from regular system health checks and performance optimization sessions.; ; The support is included in the offering cost.; ; There is a technical account manager who is responsible for the support; ; Please see our Service Definition for details of the SLAs
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our onboarding process is designed to ensure that users can quickly become proficient with our service. We recognize that efficient onboarding is crucial for maximizing the benefits of our solutions, so we have developed a variety of training and support resources tailored to different user needs.; ; We provide extensive user documentation to support all types of users. This documentation includes user manuals, FAQs, setup guides, and best practices, all available through an easily accessible online help center. The documents are regularly updated to reflect new features and improvements based on user feedback and changes in the service.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the conclusion of a service contract, we understand the importance of ensuring that our clients can seamlessly transition their data to another system or store it securely. To facilitate this, we have established a straightforward and efficient process for data extraction that respects client data ownership and privacy.; ; Notification of Contract Termination:; Clients are reminded before their contract ends about the need to extract their data. This notification includes detailed instructions on how to initiate the data extraction process and points of contact for assistance.; ; Data Extraction; MaxIron will perform the data extraction to the time ; frame and for the time period required.; ; Secure Data Transfer:; Once extraction has completed, we will initiate the transfer process. Data will be transferred to a secure cloud storage service of their choice via secure protocols.; ; Confirmation and Support:; After the data extraction is complete, users receive a confirmation email summarizing the extracted data and its destination. Our support team is available to assist with any issues or questions that arise during the extraction process.
• End-of-contract process: At the conclusion of our service contract, we ensure a structured and transparent process to facilitate a smooth transition for our clients. This process is designed to support clients in transitioning services with minimal disruption and to safeguard their data integrity and security.; ; Included in the Price of the Contract:; ; Access to the Service: Full access to the service as described in the contract, including all standard features and functionalities.; ; Customer Support: Customer support services, including access to help desks, online support resources, and technical assistance during business hours.; ; Data Extraction: Data extraction at the end of the contract.; ; We strive to provide clear communication and ample support throughout the entire contract period and beyond, ensuring a positive and professional service experience

Using the service

• Web browser interface: Yes
• Using the web interface: Users can perform the following through the interface:; - Auto provision an environment with an mix of IBM MAS related products; - Monitor the system using AI monitoring; - Self service manage the starting and stoping of an environment and reviewing log files; - Scale the resources applied to the environment; - Manage licence entitlements
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: We recognize the importance of ensuring that our web interfaces are accessible to all users, including those who rely on assistive technologies. To achieve this, we have conducted testing with users who utilize various assistive tools. Our goal is to identify and address potential barriers that could hinder the usability of our interfaces for these users
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: To ensure that our users are not affected by the demand other users place on our service, we implement several key strategies designed to isolate resources and manage load efficiently:; ; Multi-Tenant Architecture and Resource Allocation; - Resource isolation; - Dedicated resources; ; Scalability and Load Balancing; - Dynamic resource allocation; - Load balancing; ; High Availability and Redundancy; - Redundant Infrastructure; - Regular Stress Testing; ; Real-Time Monitoring and Incident Management; - Monitoring System; - Proactive Incident Response
• Usage notifications: Yes
• Usage reporting:
  • API
  • 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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: 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

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Full Environmment Backup
  • Maximo Appplication Suite Code
  • Maximo Appplication Suite Database
  • Logs for IBM MAX, IBM RHOS, IBM WEBSPHERE
• Backup controls: The schedule is set up when the environment is provisioned. The schedule can be amended through the portal front end.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our service is designed to provide maximum reliability and uptime. We commit to a 99.99% infrastructure availability, ensuring that our clients can depend on our services to be operational and accessible nearly all the time. This high level of guaranteed availability supports our clients' critical business operations and helps them maintain seamless service delivery.; ; We define our availability as the ability of users to access our services and perform operational tasks without interruption, measured over a monthly billing cycle. Our SLA guarantees an infrastructure uptime of 99.99%, calculated on a 24/7 basis; ; In instances where we fail to meet our guaranteed level of 99.99% availability, we offer compensation to affected clients in the form of service credits. These credits are applied directly to the client’s account, reducing future payments.; ; Calculation of Service Credits:; Service credits are calculated based on the percentage of uptime promised but not delivered. For example, if uptime falls below 99.99% but remains above 99.9%, clients receive a credit of 10% of their monthly fee. If uptime drops below 99.9%, the credit increases to 20%
• Approach to resilience: Information available on request
• Outage reporting: Our service is committed to maintaining open and continuous communication with our clients, especially in the event of service disruptions or outages. We utilise multiple channels to report outages, ensuring that all customers are promptly informed and can take necessary actions or make plans based on real-time information.; ; We maintain a public dashboard that provides real-time updates on the status of our services. This dashboard is accessible 24/7 and includes detailed information about the operational status of all components, current incidents, and planned maintenance work. It serves as the first point of reference for customers seeking immediate updates on any disruptions.; ; In addition to our dashboard, we send out email alerts to notify customers of any critical outages or service disruptions. These emails provide initial details about the nature of the outage, the services impacted, and any expected resolution times based on preliminary assessments

Identity and authentication

• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to our management interfaces and support channels is governed by a multi-layered security protocol including:; Role-Based Access Control (RBAC): Users are granted access rights and permissions based on their specific role within the organization. This ensures that individuals can only access information and perform actions pertinent to their job functions.; Least Privilege Principle: We strictly enforce the principle of least privilege by ensuring that users have only the minimum level of access required to perform their tasks.; Regular Audits: Access rights and privileges are regularly reviewed to ensure compliance with our security policies and to prevent privilege creep.
• Access restriction testing frequency: At least every 6 months
• Management access 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: MaxIron adheres to comprehensive information security policies guided by international Astandards such as ISO 27001 and GDPR. We fully comply with these standards ensuring robust data protection and security management.; Our Chief Information Security Officer (CISO) oversees our comprehensive security strategy. The CISO reports directly to the CEO and board of directors, ensuring that senior leadership is continuously informed of security status and issues. Below the CISO, our security team executes the day-to-day operational tasks while remaining in compliance with our established policies.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our configuration and change management processes are designed to ensure stability, security, and consistency in our IT environment. We utilize Jenkins and Puppet for configuration management and JIRA for tracking changes, ensuring that all components of our services are managed effectively through their lifecycle. ; To assess the potential security impacts of proposed changes, we conduct a thorough security risk assessment as part of the change evaluation process
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process is designed to proactively identify, assess, and mitigate potential threats to our services. We utilize industry-standard tools and practices to ensure comprehensive coverage and rapid response to emerging threats. This process is integral to maintaining the security and integrity of our services.; ; We assess potential threats to our services by conducting regular vulnerability scans using Qualsys.; ; Patches are deployed according to the severity of the vulnerabilities identified. Critical vulnerabilities are addressed within 24 hours of identification, with patches tested and then rolled out across affected systems
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our protective monitoring process is a cornerstone of our cybersecurity defense strategy. It involves continuous monitoring and analysis of our environment to quickly detect and respond to potential security threats. We leverage advanced Security Information and Event Management (SIEM) tools, integrated with intrusion detection systems (IDS) and intrusion prevention systems (IPS) to ensure comprehensive surveillance and proactive threat hunting. We maintain continuous vigilance through our protective monitoring processes, regularly updating our tools and techniques in line with evolving threats and technological advancements.
• 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: Our incident management process is designed to efficiently handle and resolve any incidents with minimal disruption to our services. We follow best practices as outlined in ITIL service management guidelines to ensure a structured and effective approach. This process includes predefined response strategies for common incidents, a reporting system, and comprehensive incident documentation to ensure transparency. We have established pre-defined processes for common and anticipated events such as network outages, data breaches, software malfunctions, and hardware failures. Our processes are subject to continuous improvement. We regularly review incident reports and response outcomes to identify trends and areas for enhancement.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Red Hat Virtualisation
• How shared infrastructure is kept separate: The majority of our separation techniques are based on logical isolation, which is achieved through software-defined configurations. This includes virtualization, which allows for the creation of distinct virtual machines (VMs) or containers on the same physical server, each running its own operating system and applications.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: The data centres we use are recognised for their commitment to energy efficiency and sustainability, which aligns with various global standards, including the EU Code of Conduct for Energy Efficient Data Centres. They have a stated aim of reducing energy consumption in data centers through best practices that promote energy efficiency.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  We are dedicated to fighting climate change by implementing sustainable practices in our service delivery. This includes optimizing data center usage for energy efficiency, using renewable energy sources, and adopting a cloud-first strategy to reduce carbon footprints.

  Equal opportunity

  Our commitment to equal opportunity is reflected in our hiring and management practices. We strive for diversity and inclusivity, ensuring that individuals from all backgrounds have equal opportunities to contribute and advance within our organization. We also implement accessibility features in our software products, making technology more accessible to users with disabilities.

Pricing

• Price: £600 to £2,000 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Our offering includes a 1 week free trial.
• Link to free trial: Maxiron.com/trialcloud

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