CENTRAL NETWORKS AND TECHNOLOGIES LIMITED

Halo Service Desk Software

Central uses Halo as our main MSP software and also invite our customers to use this for their servicedesk facilities. Halo makes ITSM, ServiceDesk and MSP software that is used by 100,000+ people worldwide. Halo are committed to improving customer relationships and unlocking team productivity through digital workflows and automation.

Features

• ServiceDesk Management
• ITIL compatible
• ITSM
• Software As a Service

Benefits

• Allows customers to run their own servicedesk solution
• Easy to flex up and down in terms of users
• Complete software as a service solution - no infrastructure
• Fully ITIL compatible

• Free trial 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@centralnetworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

582730930516772

Contact

Tamar Waite
01706747474
Sales@centralnetworks.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements:
  • Windows
  • Outbound Firewall access to our service

User support

• Email or online ticketing support: Yes
• Support response times: Weekday tickets are responded to within 4 hours.; Weekend tickets would be responded on Monday.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: We provide a single support level for this software, our support hours are Monday to Friday 8am to 6pm.; ; Support is included in the license cost of this software
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We offer training either onsite, or online or "train the trainer" type training along with user documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This would be a manual process competed by Central Networks.
• End-of-contract process: We would remove access to Halo.; ; We would ensure no access will remain after the contract has ended.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: This would be a manual process competed by Central Networks.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The HaloPSA service interface is designed to be user-friendly and efficient, providing a centralized platform for managing IT service requests, incidents, and customer interactions. It offers a range of features that cater to the needs of MSPs and IT service providers, including:; Ticketing System: Manage inquiries, issues, and requests efficiently.; Asset Management: Keep track of hardware and software assets.; Project Management: Organize and manage projects effectively
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Testing and compliance provided via Halo
• API: Yes
• What users can and can't do using the API: The HaloPSA API module is a powerful tool for automating tasks and integrating with the Halo Service Solutions software. By leveraging PowerShell, users can easily interact with the Halo API and perform various operations programmatically.; Once connected, you can use various cmdlets provided by the HaloAPI module to interact with the Halo API. For example, you can retrieve data, create new records, update existing records, and more. The module is designed to work with PowerShell 7 and is not compatible with Windows PowerShell 5.1.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customization would be completed by Central Networks for anything specific requirements by the customer.; ; This would include reporting times and frequencies for their various systems.

Scaling

• Independence of resources: The services is hosted in the cloud and is scaled based on our customer's requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Access logs to devices.; License usage.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Halo

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users would be able to run reports on the devices and information held in the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

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: 99.9%
• Approach to resilience: This service is replicated to a secondary datacenter in case of failure.
• Outage reporting: Email alerting

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access is used. Different permission levels are assigned to different job roles.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our internal security engineers maintains a list of requirements for development.; ; These are managed through a change process.
• Information security policies and processes: Information is kept in the UK.; Information is encrypted.; Information is only available to a single customers and is not shared; Information is deleted at the end of a contract.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any changes required for the software are subject of a Change Advisory Board that is attended weekly.; ; This process ensures minimal downtime of the software
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Patches to the software is performed "live" by Halo themselves as they occur
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Access to the software is monitored on a regular basis. Access to the software is managed centrally and users leaving the business have their accounts disabled immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed through our internal service desk; any incidents would be escalated to more senior support teams if and when required.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: All services are included during our free trial.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0.25%
• Between £250,000 and £500,000: 0.5%
• Between £500,001 and £1,000,000: 0.75%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 1.25%
• Over £5,000,001: 1.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 19 May 2025
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Friday 3 January 2025
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 79646496-1330-4827-b087-691615c42291
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 106b321e-346f-4e5c-abd9-51b4fc523fa0
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

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