SYNAPSE360

SaaS - Software as a Service

Azure - Dell APEX - Broadcom VMWare - Microsoft Dynamics 365 & Office 365. Druva

Features

• VMware VIrtual Stack - Virtual Services
• Druva - Cloud Data Management Protection
• Microsoft Dynamics
• Microsoft Teams
• Microsoft Office 365
• Microsoft Azure
• BaaS DRaaS CRaaS STaaS PMC APEX Druva

Benefits

• Full VMware Services - Premier Partner
• Cloud Data Management Protection
• Microsoft Dynamics - Hosting & Services
• Microsoft Teams Integration & Deployment
• Microsoft Office 365 - Licence Management & Provision
• Microsoft Azure - Deployment & Management & Security
• Key Approved & Essential Backup - Data Services

£1.00 to £3,500.00 a unit a month

• 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 sales@synapse360.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

498484152897731

Contact

Sales Team
03306600001
sales@synapse360.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: PowerCloud - Private Managed Cloud & Public Managed Cloud
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No specific limitations
• System requirements:
  • Aligned to Dell Product Sets. But specific to build
  • To be defined when reviewing business requirements

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Typical response 15 minutes after initial call max. SLA's available on request or via our Service Description data sheet
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: We assist with software allocation, deployment, licence management. If on a resell basis additional support can be provided at cost. A fair use policy is in effect for low volume of calls. SAM (Software Asset Management) and TAM's is available on request. Proactive renewals engagement is included. If software included in PMC or Power Cloud then an end to end service will be provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide full support and have a PMO process, technical resources and onboarding process. Although the services are either self sufficient or part of a Managed Service
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Renewal notices are issued ahead of any renewal. Data resides in Cloud or by way of 3rd party software services. Our terms detail any exit plan etc.
• End-of-contract process: We will notify the customer ahead of any end renewal.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Primary focus is desktop. But 3rd party services are available on mobiles on some applications.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: There is a licence platform for accessing use etc.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: We currently have an licence interface for end customers for some software based products
• API: No
• Customisation available: No

Scaling

• Independence of resources: We have scalability and 3rd party services are designed to meet large volumes. We have flexibility and depth to manage and support this.

Analytics

• Service usage metrics: Yes
• Metrics types: This is aligned to the service type and product set and the subscription package. Basic details are available. For PMC or Power Cloud wider insight is provided.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

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

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
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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

Data importing and exporting

• Data export approach: Data is in the cloud. Details can be provided on request depending on what the 3rd party service or software solution is. If PMC or Power Cloud then this is defined in our terms and conditions and exit plan process
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: VPN, FIREWALL and SIEM

Availability and resilience

• Guaranteed availability: SLA are defined in our service agreements. But uptime stats and details on incident response and fix terms are defined in our service descriptions and or can be accessed on request.
• Approach to resilience: Our Cloud services are fully resilient and 3rd party software is resilient. Any data centre products, hosted services are fully secure and details can be provided on request.
• Outage reporting: Dashboard. E-Mail & SMS

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Security controls are managed. Details on request. MDM may apply also.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: 06/11/2023
• What the ISO/IEC 27001 doesn’t cover: See certificate for full details. Part of MT Group. All 27001 covered though for Synapse 360
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group
• PCI DSS accreditation date: 06/09/23
• What the PCI DSS doesn’t cover: Details covered in certificate. For MT Group
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Dell Titanium Partner

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: This is fully defined through policies and procedures. We have a SIEM and also further context through Compliance and reporting into the Group Risk Committee. Details can be provided on request.

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: Fully managed. Details on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have a SIEM. SOC, NOC and fully defined processes etc.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Details available on request. We have various platforms and controls in place and key software products to support etc.
• 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: We have a fully defined process that is ITIL based. Details on request.

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)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We have a detailed plan for ESG improvements and a carbon neutral target by no later than 2030, aspiration of 2025. Group details at https://www.manxtelecom.com/about/esg/. Details are reported to the Board and Investors on a regular basis.

  Equal opportunity

  We are an equal opportunities employer and there is regular training via an online platform and further updates on a consistent basis.

  Wellbeing

  There is a defined Wellbeing process with regular updates from the People Team and we utilise a 3rd party for tailored and detailed support where needed.

Pricing

• Price: £1.00 to £3,500.00 a unit a month
• Discount for educational organisations: Yes
• Free trial available: No

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 sales@synapse360.com. Tell them what format you need. It will help if you say what assistive technology you use.