NEOS NETWORKS LIMITED

Dedicated Internet Access (DIA)

Our solution provides uncontended connectivity to cloud and other services. Offering a choice of last mile providers, and extensive peering improves availability and service performance. Traffic is carried over our Ethernet backbone making it suitable for demanding applications. The service is available as a ‘wires only’ and a Managed Service.

Features

• 10Mbps to 10G service
• MPLS core ensures built in resiliancy
• Diverse DIA available
• Managed or Wires Only Service
• IPV4 and IPV6 supported
• 99.95% SLA
• Business Only Network
• Choice of last mile connectivity providers
• Extensive Peering Relationships

Benefits

• Symmetric Access
• Guaranteed Bandwidth
• Improved Security
• Low latency service
• High performance Internet Access
• Large number of PoPs and access providers ensure lowest costs
• 24 x 7 x 365 technical support
• Reliable, consistent service

£99.99 a unit 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 peter.hatherley@neosnetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

567211452117987

Contact

Peter Hatherley
+44(0)7769027386
peter.hatherley@neosnetworks.com

Service scope

• Service constraints: Available up to 10G
• System requirements:
  • Customers must choose Managed Service or Wires Only
  • Wires Only customers provide and configure the router
  • Site connectivity (either Neos Networks or third party supplied)
  • On-site hardware is sized to match bandwidth usage

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Network Operations Centre (NOC) is available for support 24x7x365. Response times will depend upon the priority of the issue or request.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: 24/7 support is available for all DIA customers.; From the end of the Notification Period, Target Times to Repair for Service affecting Faults on the Neos Networks Network are as follows:; All faults (except fibre breakages) will be cleared within 5 hours.; Fibre breakages will be cleared within 24 hours.; For the Managed Service, proactive monitoring is provided and faulty equipment will be replaced within a 5 hour time frame.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers will be provided with an Account Manager and a Provisioning person who will fulfil the order. For the Managed Service, customers will receive a What Happens Next? guide which outlines the process that will follow. This will detail the delivery and installation process of the pre configured router.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: The platform does not hold individual user information, except access credentials for view-only reporting. Orchestrator configuration information can be exported and then used in a replacement system or for audit / replication purposes.
• End-of-contract process: This will depend upon the needs of the customer and the components which the customer has chosen to form their service. But this could include: - Site Connectivity Extended or ceased. - Customer Premises Equipment (CPE) and associated licences Customer will retain title regardless of extension or service cease. - Dedicated orchestrator instance Extended or ceased. - Managed service and support Extended or ceased.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: The orchestrator is hosted in a hyper-scaler environment and as such the virtual resources assigned to each customer are independent and can be scaled automatically.
• Usage notifications: Yes
• Usage reporting: Other

Analytics

• Infrastructure or application metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 3rd Party Providers e.g Colt/Zayo (additional to Neos own network)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• 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 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
• What’s backed up:
  • Orchestrator configuration
  • CPE configuration within the orchestration backup
• Backup controls: There are not individual user-defined backups. The orchestrator back up schedule is determined by Neos Networks to conform to best practices.
• Datacentre setup: Multiple datacentres with disaster recovery
• 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:
  • 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: SLA at least 99.95% availability across the Neos Network; All faults (except fibre breakages) will be cleared within 5 hours.; Fibre breakages will be cleared within 24 hours.
• Approach to resilience: Network protection is configured as standard. Tail Resilience RO1 and RO2 available on the Openreach EAD and EAD LA as well as equivalent Partner Network Access Tails.
• Outage reporting: Emails. Customer dedicated contact will called (service or site specific). Orchestrator dashboard reports any site issues.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Access to the reporting portal can be locked to customer-specific sites.
• Access restrictions in management interfaces and support channels: Organisations do not have access to either the onsite CPE or the hosted orchestrator to perform management functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: We have a range of measures to prevent unauthorised access to platforms which control the management of networks or services.
• Devices users manage the service through: Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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: SGS United Kingdom Ltd
• ISO/IEC 27001 accreditation date: 10/03/2022
• What the ISO/IEC 27001 doesn’t cover: NA
• 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:
  • ISO20000-1
  • Prior CAS-T certification (compliance retained)

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: Neos Networks is ISO27001 certified. This requires documentation and auditing across 14 domains, which are: Information security policies Organisation of information security Human resource security Asset management Access control Cryptography Physical and environmental security Operations security System acquisition, development and maintenance Supplier relationships Information security incident management Information security aspects of business continuity management compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Undisclosed
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Undisclosed
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Undisclosed
• Incident management type: Undisclosed
• Incident management approach: Undisclosed

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: Third-party
• Third-party virtualisation provider: Amazon Web Services
• How shared infrastructure is kept separate: [need to obtain phrasing from design document]

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Amazon have published a document in conjunction with '451 Research' which can be found here: https://www.aboutamazon.eu/news/aws/eu-businesses-that-move-to-aws-cloud-can-improve-energy-efficiency-and-reduce-carbon-emissions

Social Value

• Fighting climate change:

  Fighting climate change

  Neos Networks has an Environmental, Social & Corporate Governance (ESG) Framework, which is aligned to the UN Sustainable Development Goals. One of our ESG workstreams is “Climate Impact”, which includes actively gathering and reporting our Carbon Emissions data - on a quarterly and annual basis. This has enabled us, in accordance with PPN 06/21, to have developed a Carbon Reduction Plan, and published our Net Zero Pledge (Our Net Zero Strategy | Neos Networks). Our Net Zero Pledge is for 2030. This includes our Scope 1, Scope 2, and Scope 3 Emissions – within the latter, we are actively challenging our Supply Chain regarding their Carbon Emissions. ; ; Other Workstreams of our ESG Framework include “Environmental Action” and “Waste Management”. Collectively these 3 Workstreams comprise our “Environmental” or “Planet” focus. Neos Networks has secured ISO14001. Neos Networks have had nil reportable environmental incidents for a significant number of years now. We actively investigate the potential to use Physical Infrastructure Asset (PIA), where appropriate, as this reduces physical excavation and the associated environmental disruption, waste and carbon emissions. We have established Waste Management Frameworks for the recycling of end-of-life hardware – for reuse, or recycling. Neos Networks has a Sustainability Policy (COR-POL-103) and an Environmental Management Policy (COR-POL-004). Neos Networks is actively aligning to ISO20400 (Supply Chain Sustainability).
• Covid-19 recovery:

  Covid-19 recovery

  We look for opportunities to support our people and the communities we work in against the impact of COVID-19 wherever possible. ; ; One recent example of this was our creation of a ‘Get Back to Work’ scheme in Aberdeen, as part of our partnership with Aberdeen City Council, Aberdeenshire Council and NHS Grampian. ; ; We agreed specific goals and desired outcomes with a focus on encouraging young local people to invest in themselves – their skills, their education and their experience - and provided tangible, grass-roots opportunities to help the region recover and Get Back to Work.; Our people and teams are encouraged to volunteer their time as part of our ‘Community @ Heart’ programme. This includes making two Neos Networks funded volunteering days available per employee each year. The Neos Networks volunteering policy enables voluntary support work to be undertaken by our people any organisation, charity, or community group.; ; We have established an Environmental, Social & Corporate Governance (ESG) Framework, which includes workstreams on Culture & Great Place to Work (GPTW). Aligned to our Culture & GPTW activities, in FY22 we published our ‘Work Your Way’ benefit, which allows supporting a hybrid of office and home working, to enable all employees to establish an optimal working environment and pattern for productivity, collaboration and work-life balance. This was borne out of our pro-active approach to Working From Home during the Covid-19 Pandemic, where all employees (except critical Operational roles) were able to work from home. During the return to work, Neos Networks have maintained a cautious approach, with social distancing and mask-wearing measures continuing in place after the Governments withdrew the mandatory requirements. ; ; During the Pandemic we were involved in securing emergency Telecommunications connections to hospitals.
• Tackling economic inequality:

  Tackling economic inequality

  Neos Networks has an Environmental, Social & Corporate Governance (ESG) Framework. One of our ESG workstreams is ‘Stakeholder and Community’, which includes Community Benefit/Community Engagement, Volunteering and other Social Value activities. ; ; A specific example of this work is from our recently completed Aberdeen Project, for Aberdeenshire Council, where in collaboration with them we won a Social Value Award for our work on apprenticeships in the local community.; ; Part of our Volunteering programme – ‘Community @ Heart’ includes making 2 volunteering days available per employee per annum, for a range activities including Science, Technology, Engineering & Maths (STEM) Ambassador type roles in local schools and colleges.; We delivered a ‘Get Back to Work’ scheme, as a result of the impact of COVID-19. Specific goals and desired outcomes were agreed with a focus on encouraging young local people to invest in themselves – their skills, their education and their experience - and provided tangible, grass-roots opportunities to help the region recover and Get Back to Work. ; ; We engaged schools to educate pupils on STEM careers; support with CV and interview skills; offered Foundation Apprenticeships; career days at universities and internships for higher education students.; Neos Networks publishes a ‘Supplier Charter’, which acts a Responsible Procurement Charter, identifying what Contractors can expect of us, and what we expect of them, across areas of: ; Health & Safety; ; Modern Slavery & Human Rights; ; Employee Voice; ; Skills Development & Learning; ; Real Living Wage; ; Ethics & Culture; ; Fair Payment; ; Environment & Sustainability; ; Inclusion & Diversity;; Local Supply Chains; and, ; Data Protection & Cyber Security.; ; During FY2022 we began actively aligning to ISO20400 (Supply Chain Sustainability), which is continuing during FY2023, which included use of the Achilles verification system to ensure minimum standards of compliance and performance are met by our Supply Chain.
• Equal opportunity:

  Equal opportunity

  Neos Networks is an Equal Opportunities Employer. Neos Networks has an Employment Policy and a Human Rights Policy and comply with the Equalities Action 2010. ; ; As part of this, we have developed our “Work Your Way” benefit – supporting a hybrid of office and home working, to enable all employees to establish an optimal working environment and pattern for productivity, collaboration and work-life balance.; ; As part of our Inclusion & Diversity Working Group communications and promotions, during Disability Awareness Month we hosted various “Living with Disability” sessions, including one where a colleague with a physical disability shared their experience via a video interview, and another media post from a colleague whose son has a disability. ; ; Neos Networks is an Equal Opportunities Employer and a Living Wage Employer. Neos Networks has an Employment Policy and a Human Rights Policy. We publish our Gender Pay Gap annually, and are actively working to achieve parity. Two of our six Executive Committee members are women. ; ; Inclusion & Diversity is one of our Environmental, Social & Corporate Governance (ESG) workstreams. One of our “Required Learning” (mandatory e-learning) courses is on Inclusion & Diversity. We have an Inclusion & Diversity Working Group, which includes representation from our Executive Committee. Our Inclusion & Diversity Working Group is actively involved in regular communications and promotions, aligned to key calendar events – including International Womens Day, Black Lives Matter and Black History Month, PRIDE Week, Menopause Awareness and various cultural & religious festivals. ; ; Since 2016 all our new Contracts include Modern Slavery clauses, and we publish our Modern Slavery Statement annually. During FY22 we developed in-house training material for all staff on the topic of Modern Slavery. During FY22 we began actively aligning to ISO20400 (Supply Chain Sustainability) , which is continuing during FY23.
• Wellbeing:

  Wellbeing

  Underpinning our ISO45001 – Occupational Health & Safety – Certification, Neos Networks have a Safety Health & Environment (SHE) Committee, which meets monthly, consisting of 3 our of Executive Committee and other senior leaders within the Business. The SHE Committee has established an Occupational Health & Wellbeing Working Group, which meets monthly, and which in turn supports our Wellbeing Café, which meets weekly, and we have also trained a number of staff as Mental Health First-Aiders. We are in the process of developing Health & Wellbeing training materials for Line Managers. ; ; The Occupational Health & Wellbeing Working Group have also arranged regular communications and promotions to the Business, aligned to events such as Mental Health Awareness Week and “Time to Talk” day. Neos Networks supports the ”Time to Change” Employer Pledge, a commitment to change how we think and act about mental health. ; ; Neos Networks also invests in a "Back to Health" programme, supported by Nuffield Health, identifying two key areas of focus: anxiety, depression and stress (ADS) and musculoskeletal (MSK) conditions. Neos Networks colleagues are signposted to Nuffield Health by line managers who refer them for ADS and Physiotherapy support, allowing many to remain in work during treatment.

Pricing

• Price: £99.99 a unit 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 peter.hatherley@neosnetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.