Computacenter (UK) Ltd

Computacenter - F5 Distributed Cloud Bot Defense (formerly Silverline Shape Defence)

A managed security service that protects your web applications from automated bot attacks to prevent large-scale fraud, inflated operational costs, and friction for your end users.

Features

• Account Takeover Protection
• Anti-fraud
• Cloud-based Managed DDoS, Managed WaF, Malicous BOT detection and mitigation
• Volumentric DDoS protection
• Web Application Security
• Anti-bot and anti-automation protection
• OWASP Top ten protection

Benefits

• Stops scraping
• Mitigates carding fraud
• Prevents inventory hoarding
• Reduces marketing fraud
• Stops account takeovers
• Defeats fake account creation

£2,472 a transaction a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

550248053806866

Contact

Karen Baldock
+44 (0) 1707 631000
government@computacenter.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: N/A
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We operate a Service Level Objective of 15 minutes. Yes priority levels can be set
• User can manage status and priority of support tickets: No
• 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: None or don’t know
• How the web chat support is accessible: Chat is supported through Slack channels, we do not use assistive chat technology
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: 24/7/365 Silverline SOC team. Dedicated and named customer success manager. All included in subscription cost
• Support available to third parties: No

Onboarding and offboarding

• Getting started: User Documentation; Free on line training; Also onboarding calls with SOC analysts
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Via a support ticket
• End-of-contract process: Notification on intention to not renew and negotiation in line with the MSA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All mobile devices
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The F5 Silverline customer web portal provides real-time attack details and enhanced visibility of the mitigation techniques used to detect and prevent application attacks. Easily combine Silverline Shape Defense with Silverline DDoS Protection and Silverline WAF to give you a consolidated view of the actions taken to protect your apps.
• Accessibility standards: None or don’t know
• Description of accessibility: The managed security service includes access to the Silverline customer web portal—enabling administrators to securely communicate with managed service SOC experts and view centralized threat-monitoring reports. Features include source geo-IP mapping, mitigated versus alerted attacks, mitigated traffic, mitigated attack types, alerted attack types, threats, and the type of traffic and visits (bots versus humans).
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Yes, there is no limit to the amount of users that can make changes through the API. The RBAC for these changes is defined for each user in the portal.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Stringent DR and BC plans and procedures to ensure we meet and exceed all SLA's for service availability.

Analytics

• Service usage metrics: Yes
• Metrics types: Delivered by the customer success managers
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: F5

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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 once a year
• Penetration testing approach: In-house
• 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: A third-party destruction service

Data importing and exporting

• Data export approach: Via support ticket
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Syslog, PDF and other custom formats if applicable
  • PDF and other custom formats if applicable
  • Custom formats
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Syslog
  • PDF
  • Custom formats

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: As stated in the SLA 99.999%
• Approach to resilience: Available on request with confirmation of NDA in place
• Outage reporting: Public portal, SOC messaging, email and SMS and subscriptions to feeds.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: SAML federation is also supported.
• Access restrictions in management interfaces and support channels: Each user can define a passphrase to interact with support channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 28/04/2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification relates to the information security management system and not the products or services of the certified organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 22/09/2022
• What the PCI DSS doesn’t cover: As per section 2a of the PCI-DSS certificate, there are no areas that were marked as ‘Not Included’. We therefore confirm we are compliant across all relevant requirements for our services as a Hosting Provider, Managed Services and Payment Processing.
• 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: Other
• Other security governance standards: SOC 2 Type 1 and 2 and PCI-DSS 3.2.1
• Information security policies and processes: Documents for IT Security as well as secure coding and risk assessment

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Document available on confirmation of NDA.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use internal and external audits and follow extensively documented patch management processess. Threat information comes from many sources including vendors and internal research teams.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Multiple vendors and in house tools are continously monitoring all aspects of the platform. Details of this approach and outcomes can be delivered on confirmation of NDA
• Incident management type: Supplier-defined controls
• Incident management approach: Depending on the incident it will be reported in various ways. Generally it would involve a Post Incident response or/and Root cause analysis

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. Computacenter's science-based emissions reductions targets are approved with the SBTi. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2040.; ; Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain.; ; Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided.; ; Computacenter has introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.

  Covid-19 recovery

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO John Gibbs and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities.; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort.; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.

  Tackling economic inequality

  As a diverse and inclusive organisation with a strong focus on equality and driving in-work progression, our approach to recruitment and employment is aligned to recognised industry best practices such as the 5 principles of quality work as set out in the Good Work Plan.; ; Our Employee Impact Groups for disadvantaged or minority groups provide representation, support, and community engagement, feeding into our People Panel ensuring all voices are heard, underpinning our wider ambition of building a sustainable business for the long term.; ; We put specific measures in place to provide opportunities to under-represented groups or those who face barriers to employment, including comprehensive outreach programmes for schools and universities, as well as partnerships with non-profit organisations within our communities. We continue focus on reaching harder to reach groups and people who are underrepresented in our sector by working with charities and schools in the local community to offer career talks and work experience opportunities. Our school outreach programme has over 130 volunteers dedicating over 2,600 hours running activities for employability and life skills in schools, colleges, and universities.; ; Computacenter is one of the 9 founding members of ‘Technology Community for Racial Equality’ (‘TC4RE’), a group set up to drive racial equality throughout the technology industry, with which we are delivering a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.; ; Furthermore, Computacenter are a silver level partner in the Armed Forces Covenant and has introduced a programme that provides the opportunity to attain a degree and ServiceNow certification whilst receiving full salary for armed forces leavers. This programme is the first of many programmes we intend on running to help ex-forces personal transition back into the workplace and the IT industry.

  Equal opportunity

  Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation.; We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach, who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children. We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year.; ; For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Centre of Excellence, with specific focus on delivering cloud-based services to our customers.; ; Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which over 150 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided.; ; We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.

  Wellbeing

  We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates.; ; In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social. We are a Menopause friendly organisation and have created a support network for those in need.; ; We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners.; ; 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

• Price: £2,472 a transaction a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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