Virgin Media Business

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

Benefits

• Improved network performance and visibility
• Improved support for real time applications and cloud access
• Improved network agility and automation
• Increased security

£1,176 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 publicprocurement@virginmedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

533418410109466

Contact

Diane Murray
07973 622296
publicprocurement@virginmedia.co.uk

Service scope

• 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: Email or online ticketing
• 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.

Using the service

• Web browser interface: Yes
• Using the web interface: Two web interfaces provide Buyers with the visibility and control, to run and manage a secure and agile network.; SD-WAN Analytics gives Buyers invaluable reports and insights into their network, allowing them to separate network performance issues from application issues. This data also ensures that Buyers are making informed and data led decisions on how to change their service. ; Secondly, Cloud Console enables Buyers to apply those applicable account changes. Cloud Console empowers the Buyer's network and security operations teams to apply site specific and network-wide changes in seconds – an activity that would otherwise take days, across a distributed network.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Please contact the Supplier for more information.
• Web interface accessibility testing: Please contact the Supplier for more information.
• API: Yes
• What users can and can't do using the API: Standard API for our IT Service Management (ITSM) tool, ServiceNow
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: Any automation tool that can consume standard API feeds
• API documentation: Yes
• API documentation formats: HTML
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Central management portal and QoS policies
• Usage notifications: Yes
• Usage reporting: Other
• Other usage reporting: Optional, through monthly reporting with Service Management

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: 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: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• Backup controls: Users contact the support team for more information.
• Datacentre setup: Single datacentre with multiple copies
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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: 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
• Devices users manage the service through: Dedicated device over multiple services or networks

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute
• ISO/IEC 27001 accreditation date: 23/01/2022
• What the ISO/IEC 27001 doesn’t cover: The ISO 27001 certificate covers the protection of Buyer and Supplier employee information that is managed within the Supplier's organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301 Business Continuity Management
  • ISO 20000 IT Service Management

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 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.

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: Internal methodology, which follows best practices as part of internal Formal Change Management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Internal CERT function and formal patch management policies with appropriate governance applied.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / 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.

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: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Other
• Other virtualisation technology used: The SD-WAN CPE can use software based virtual routing instances to provide separation of Buyer data and routing information. Virtual routing instances are also deployed on shared platforms to segment Buyer data, routing traffic and management.
• How shared infrastructure is kept separate: The Buyer data, routing and management information of different organisations are kept separate using virtualised routing instances on the central SD-WAN platform. Data in transit between Buyer sites is carried in IPsec tunnel.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: ISO 14001 certified which includes energy-efficient processes on site, such as water, lighting and recycling.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The Supplier’s approach to protecting the environment is detailed in our Environment Policy and guided by certification to internationally recognised standards and systems including ISO14001:2015. The Supplier has internal policies regulating water usage, waste disposal, minimising single-use plastics and carbon emission reduction. ; ; In April 2023, we received validation from the Science Based Target initiative (SBTi) for the following carbon-reduction goals: ; • Net zero by 2040 with a 90% reduction in value chain emissions (Scope 1, 2 and 3). ; • Reducing operational emissions (scopes 1 and 2) by 90% and scope 3 emissions by 50% by the end of 2030.; • Reducing operational emissions (scopes 1 and 2) by 60% and scope 3 emissions by 25% by the end of 2025. ; ; As of February 2024, the Supplier has reduced operational emissions by 45% (baseline FY2020). Here are some examples of the actions we’re implementing to achieve our goals:; • A stringent Code of Conduct requiring suppliers to have a board-approved carbon reduction plan with SBTi-aligned Net Zero goals and interim targets.; • Continuing to source 100% renewable electricity to power our network where we control the bill.; • Delivering a Mast De-Carbonisation Project to drive the landlords of third-party sites to source green electricity. In 2023, the Supplier has de-carbonised 1,128 masts.; • Transitioning our fleet of over 4,000 vehicles to electric by the end of 2030.; • Free-of-charge carbon footprint estimations for our solutions, so customers are better equipped to implement technology sustainably. Our model has been certified by the Carbon Trust.; ; The Supplier also aims to achieve zero waste operations and zero waste products by the end of 2025. To support this, all customers (including public sector organisations) can receive cash for trading in their unwanted devices and a minimum of 95% of this waste is recycled.

  Covid-19 recovery

  Immediate response to the pandemic:; The Supplier’s priority during the COVID-19 pandemic was to ensure that communities were safe and supported. Actions included:; • Providing 40GB of free data a month to support home-schooling families struggling to connect during lockdown. ; • Offering any customer who worked for the NHS an extra 10GB of data monthly for six months from Summer 2020. ; • Partnering with environmental charity, Hubbub, to launch ‘Community Calling’, which works with 400+ local community organisations to re-distribute smartphones to people who need them most. ; • Offering vulnerable customers on mobile contracts unlimited minutes and an extra 10GB of data ; • Launching an Essential Broadband tariff for existing customers who receive Universal Credit, Pension Credit, Income Support, Income-based Jobseekers Allowance and/or Income-based Employment Support. ; ; Continued support for those impacted by COVID-19: ; The Supplier recognises that COVID-19 exacerbated existing economic and social challenges, and created new ones, so we’re continuing to contribute to economic recovery and support the most vulnerable. Actions include:; • Continuing to provide return-to-work opportunities – the Supplier recently announced 200 new entry-level positions being created in 2024.; • To ensure our customers can access the information they need, the Supplier offers over 60 zero-rate sites including National Energy Action, Citizens Advice and National Debtline.; • 9.7 million people are now eligible to benefit from the Supplier’s Essential Broadband tariff.; • In 2022, the Supplier provided a £400,000 grant fund to launch the Tech Lending Community. This initiative makes tablets and free data available to community organisations supporting vulnerable individuals across the UK, all while extending the life of second-hand tech. ; • In June 2021, the Supplier announced its support for the ‘Together Coalition’, by offering grants of £1,000 to 400 small charities that champion and celebrate the community spirit, belonging and togetherness across the UK.

  Tackling economic inequality

  The Supplier is committed to tackling economic inequality across the UK. This includes: ; • Hiring over 2,600 apprentices since our award-winning scheme began in 2008. Our ‘blind recruitment’ process opens opportunities to those who have potential but may lack relevant experience.; • Working with organisations, such as ‘Blind in Business’ and ‘Step into STEM’ to help create opportunities for groups often facing barriers to employment. ; • Supporting business creation and growth, through Wayra (start-up cohort) and 5G accelerator hubs. ; • Hosting a virtual work experience programme for 14–16-year-olds, focused on driving diversity in STEM careers.; ; The Supplier works directly with our customers to provide employment and upskilling opportunities in their communities. For example, our nationwide network of 170+ ‘Future Careers Ambassadors’ provides support and guidance to pupils from groups traditionally underrepresented in STEM. The Supplier pays around £2.5m every year through the Apprenticeship Levy and has spent 55% of the levy to date on apprenticeships (versus a UK average of 39%). ; ; Additionally, the Supplier has a significant focus on addressing digital exclusion since this is a key barrier to economic equality. By 2025, we aim to:; • Connect 1 million digitally excluded individuals.; • Equip 6 million people with digital skills, confidence, and tools.; ; The Supplier’s customers benefit from access to subject matter experts in this space, as well as our established partnerships. Our digital inclusion initiatives include:; • Partnership with the Good Things Foundation to create the National Databank, which provides free-of-charge SIMs for individuals experiencing data poverty. Since 2022, over 78,568 SIMs have been distributed. ; • The Supplier’s nationwide ‘Connect More’ programme enables our employees to use their five paid volunteering days to deliver digital skills training through local authority and third-sector drop-in centres. ; • As part of our ‘Community Calling’ initiative, over 18,292 phones have been re-homed.

  Equal opportunity

  The Supplier is dedicated to tackling inequality and enabling everyone across the UK to fulfil their potential.; The Supplier’s diversity, equity, and inclusion strategy, ‘All In’, sets bold ambitions to be achieved by 2027. These are measured and reviewed regularly to ensure that the Supplier is on track.; To support ‘All In’, the Supplier has created an Inclusive Recruitment Programme to ensure our end-to-end recruitment journey for internal/external talent is fully inclusive.; The Supplier also reduces barriers through our policies aimed at providing the right support and flexibility for all employees. This includes:; • Industry-leading Family Friendly people policies which include up to 26 weeks’ paid maternity and adoption leave, 14 weeks’ paternity leave and up to 12 weeks’ paid neonatal leave, plus paid time off for caring, bereavement, emergencies, and more.; • Optimising our workplace adjustment process in collaboration with industry leaders, ‘Microlink’.; • Our ‘Work Smarter, Live Better’ hybrid working policy empowers our people to work in a way that helps them thrive.; • Integrating an ‘Adjustment Passport’ into our HR system, which provides comprehensive documentation of the accommodations provided for employees. This eliminates the necessity to divulge personal information.; • Regularly collaborating with our employee networks which represent the LGBTQ+ community, gender, disabled people, people who are neurodivergent, unpaid carers, and underrepresented ethnic groups.; • Signing up to the Government’s Disability Confident scheme and working towards achieving the Level 2 Disability Confident Leader standard. ; • Attaining the 'Carers Confident' Level 1 classification and actively progressing toward Level 2. ; • Funding gender transition treatment for our transgender and non-binary employees and helping them access medical care and support.; ; Additionally, all our suppliers must provide a Modern Slavery Transparency Statement detailing the actions they have taken to minimise the risk of Modern Slavery in their operations and supply chains.

  Wellbeing

  Improving Health and Wellbeing:; The Supplier promotes a culture of health, education, and wellbeing so that we can support all employees, both personally and professionally. ; Our ‘Thrive’ programme provides a comprehensive range of advice, tools and policies to ensure our people can be their best at work. As part of Thrive, our employees have free 24/7 access to confidential support and advice from trained therapists via Bupa Healthy Minds. Our people can also access free online treatment, such as Computerised Cognitive Behavioural Therapy.; The Supplier offers the following management development modules: ; 1) Stamp Out Stigma: Managers’ mental health awareness; 2) Anxiety and Depression: Managers’ toolkit; 3) Workplace Stress: Managers’ survival kit. ; To support physical wellbeing, the Supplier’s employees are enrolled on the Bupa Medical plan from day one. Our people can even choose to extend this to their partner and/or children by paying an amount every month. The Supplier also offers a Ride-to-Work scheme to help our people improve their fitness, reduce their carbon footprint, and save money on the cost of a bike. ; Personal development also has a crucial role in wellbeing, so the Supplier ensures that our people have the right knowledge, skills and behaviours to reach their full potential. We have a wealth of learning and development tools available, including unlimited access to 16,000+ online courses on LinkedIn Learning, which are taught by passionate real-world professionals.; ; Community Integration:; When delivering social value propositions, the Supplier prioritises collaborating with the community to help deliver a shared vision for the area. This includes partnering with the public sector, private sector, and third sector.; Additionally, all the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person. Since 2023 alone, our people have supported over 443 charitable causes.

Pricing

• Price: £1,176 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 publicprocurement@virginmedia.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.