Telefonica UK Limited

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

£4,914 an instance a month

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@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

575042371705567

Contact

Steve Smith
07834 571216
publicprocurement@virginmediao2.co.uk

Service scope

• Service constraints: Various Internet Access options are available on a per Virtual Router (VR) 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: We strive to respond to emails within 48 hours of receipt, within core working hours (Mon-Fri 09:00-17:00).
• 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: 9 to 5 (UK time), Monday to Friday
• 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 Buyer for more information.
• Web interface accessibility testing: Please contact the Buyer for more information.
• API: No
• 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:
  • Email
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types: Real-time dashboards

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 99.840% 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: BSI
• ISO/IEC 27001 accreditation date: 23/01/2022
• What the ISO/IEC 27001 doesn’t cover: Certification covers the protection of all Buyer and employee information that is managed by the Supplier.
• 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: Internal Model based on Information Governance functions within our business, implemented through managed change procedures and appropriate policies. ISO 27001 based Policies, but built on legacy HMG CAS(T) principles (so more rigor required than ISO 27001 baseline).

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Internal methodology, which follows best practices as part of internal Formal Change Management process.
• Vulnerability management type: Supplier-defined controls
• 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: Supplier-defined controls
• 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 uses 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

• Fighting climate change:

  Fighting climate change

  The Supplier has a track record of driving positive change for our people, communities and our planet. For example: Through the Supplier's "Meaningful Connections Plan" and "Blueprint" sustainability strategies, the Supplier sets long-term goals to reduce emissions, protect our natural resources, and create a meaningful impact on society. The Supplier has a made huge progress towards the company's Net Zero ambitions in our own operations and making significant headway in our supply chain. Progress is summarised below; these learnings and best practice can be shared with Buyers when awarded a new contract. Carbon Neutrality Target: net zero operations by 2025. Net zero operations, products and supply chain by 2040. 10 years ahead of the Paris Agreement. Renewables By the end of 2025: • Change masts on landlord sites to renewable energy • 40% of the Suppliers vehicles will be electric By the end of 2030 the Supplier will use 100% green energy. Decarbonisation The Supplier is investing in carbon-removal projects and supporting the decarbonisation of the UK economy by providing the connectivity to underpin a low-carbon digital revolution. Carbon Footprint The Supplier has commissioned consultancy to calculate the company's footprint in line including the standards below: • World Resources Institute/World Business Council for Sustainable Development, 2004 • Greenhouse Gas Protocol: A Corporate Accounting and Reporting Standard, Revised Edition Carbon offsetting The Supplier plans to reduce full value chain emissions by at least 90% by 2040, in line with science-based targets. Some residual carbon emissions are expected that will be difficult to completely eliminate (e.g. flights). When 90% is reached, the plan is to offset the rest, using gold standard offsets (usually investing in nature-based solutions, such as tree planting).
• Covid-19 recovery:

  Covid-19 recovery

  The Supplier continues to contribute to economic recovery and ambitions to level up society following Covid-19. Examples include:; In 2020, as part of the Supplier’s COVID-19 response, we co-launched ‘Community Calling’, a phone gifting scheme focusing on deprived areas within the UK, aiming to donate 10,000 smartphones to those who were shielding and needed support. That target has been reached so the project has expanded to more vulnerable people in need across the UK. ; The Supplier’s Essential Broadband (EB) tariff was launched in November 2020 for new and existing customers who are in receipt of Universal Credit. The tariff offers 15Mbps for £15 per month, with no prices rises, and no fixed-term contract length. Since its launch, feedback has led to the development of a new and improved customer acquisition journey, now with an automatic live chat feature to simplify the process for eligible customers. Thousands of customers use this and the Supplier is working with government to understand who is eligible so those who need it most know about the offer and how to access it. ; Tech-Lending Community Hubs: In January 2022, the Supplier launched a new project that will see grant funding of £400,000 become available to organisations interested in setting up tech lending hubs. This fund will provide one-off grants to organisations who work with temporary accommodation services, that could feasibly set up a lending hub, whereby residents can borrow tablets on a short-term basis. The tablets will be loaded with free data provided by the Supplier through the National Data Bank. Funding has now been awarded to five beneficiaries throughout the UK, which will see pilots operated with all five. Once this process continues to establish, the target is to expand this in collaboration with more customers, as part of the Buyer’s social value partnership.
• Tackling economic inequality:

  Tackling economic inequality

  The Supplier is building an ambitious new strategy that will deliver social, economic and environmental benefits so our people, customers and the communities we serve can continue to have confidence in our values, integrity and mission to create positive change. The Supplier has significant experiencing delivering social impact and social value programmes throughout the UK in collaboration with the public sector. The Supplier has a solid portfolio of social value initiatives, many of which promote an inclusive economy. These include: -Working with organisations such as LMP Education and JobSkilla to help unemployed people back into work -Creation of a National Databank, which aims to end data poverty in communities across the UK. The National Data Bank provides free of charge SIMS for residents experiencing data poverty. -A wealth of expertise in working with small businesses, through Wayra (start-up cohort) and 5G accelerator hubs. Public sector customers also benefit by having access to subject matter experts in this space, as well as partnerships such as the ones with Neighbourly, and Good Things Foundation. In addition, the Supplier has a significant focus on digital skills, being brought to the forefront through the launch of our new sustainability strategy. Volunteering Since February 2022, all of the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person, and support brilliant organisations. The Supplier looks for volunteering opportunities where employees can share expertise with local community organisations and registered charities, focusing on resolving local issues.
• Equal opportunity:

  Equal opportunity

  The Supplier is an equal opportunities employer and is certified as Disability Confident Level 1; in the process to become Level 3 with a Guaranteed Interview Scheme, supporting disabled people throughout a recruitment and interview process. As part of the "Belonging Strategy", the Supplier will also ensure home-based working contracts will come into place across the business to offer more opportunities for disabled people, unpaid carers, and part-time workers without inhibiting and restricting career progression. The Supplier has a dedicated team responsible for diversity and inclusion. The Belonging Strategy underpins ambitions to ensure the creation and maintenance of a fair and inclusive workforce. To focus on supporting priority groups furthest from the labour market, the Supplier has created an Inclusive Recruitment Programme; to review all current processes that fall within our end-to-end recruitment journey for both internal and external talent and to ensure they are fully inclusive, equitable and accessible to all. The Supplier has made significant progress, partnering with Microlink, supporting workplace adjustments process; Implementation of Textio that is a platform which enables us to write inclusive and accessible job adverts and recruitment content; Creation of page specifically centred around Belonging and DEI on our external Careers Site. The Supplier has worked in partnership with Scope for the last five years, aligned with our Sustainability Strategy, supporting millions of disabled people into employment. The Supplier also has existing strategic partnerships with The Valuable 500, Business Disability Forum, Purple Space and have signed up to the Work With Me pledge.
• Wellbeing:

  Wellbeing

  The Supplier promotes a culture of health, education and wellbeing so that we can support all employees, both personally and professionally. We also want to extend this to our customers and the communities where we operate, supporting the wider ambition of a happier, healthier population. The Supplier is working with ‘Tickets for Good’ on a mission to make events more accessible and inclusive. The vision of the ticket donations service is to help event organisers/venues, sponsors and performers distribute surplus inventory, making sure it’s done in a fair and inclusive way. We have created a custom distribution system for the donation of unsold tickets to live experiences. Health and wellbeing at work The Supplier's "Thrive" programme provides a comprehensive range of advice, tools and policies to support our people and ensure they can be their best at work. As part of Thrive, the Supplier provides free health checks for all employees. The online MyWellbeingCheck© is available for all employees to access at any time. The Supplier also offers the following management development modules as part of learning and development programmes: • Stamp Out Stigma: Managers’ mental health awareness, • Anxiety and Depression: Managers’ toolkit, • Workplace Stress: Managers’ survival kit. From September 2020, employees have access to ‘Unmind’, a mobile app to help manage and track mental wellbeing. The Supplier's Ride-to-Work scheme helps employees enjoy all the benefits of cycling during the daily commute. Everyone can apply for it at any time throughout the year, reducing their carbon footprint, improving fitness and saving money. The Supplier works in collaboration with our Buyers, sharing and promote best practice on wellbeing, in the workplace and local communities.

Pricing

• Price: £4,914 an instance a month
• Discount for educational organisations: No
• 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@virginmediao2.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.