Redinet Ltd

Patch Management Software (Manageengine EndPoint Central)

Automated patch management for servers and endpoints. This service will apply security patches for Microsoft and 100s of other vendor applications.

Features

• Patch and update management
• Asset management
• Endpoint analytics
• Reporting and auditing

Benefits

• Automated Patching
• Third-Party Patching
• Warranty Management
• Asset Management

£2.50 a licence a month

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 mike.beeson@redinet.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

597618530778936

Contact

Mike Beeson
020 8249 7000
mike.beeson@redinet.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Minimum spec for hardware to install the agent is 1.0 GHz processor, 512 MB RAM and 100 MB hard disk space
• System requirements:
  • A TLS version of 1.2 and above is required
  • Operating systems that are supported by the Manufacturers

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We target our service desk with a One-Hour valid first response. Our first response is based on an engineer responding with an action and not an automated response. Our support team are targeted on a number of Key Performance Indicators. We are committed to providing buyers with the highest level of support possible. Examples of these is, Telephone pickup KPI which is within 10 seconds and consistently averages at 93%, well above our target of 85%. First Response to Tickets within One-hour SLA averages at 97%, which is above our target of 94%. These are reviewed on a quarterly basis.
• 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: Redinet offer support to fit the needs of our clients. Standard Business Hours are, Monday to Friday, 8am to 6pm. We also provide support outside of these hours (up to 24/7) to fit the needs of all business and can be tailored as required. Our SLA for first response is 1-hour for a valid response from an engineer who has been assigned to the ticket.; ; Support package costs can be discussed on a per customer basis dependant on required levels
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Redinet would setup the online portal and user access. We can also help to deploy the agents out to all of the devices and provide training on how to manage the system.
• Service documentation: No
• End-of-contract data extraction: No end user data is stored on the system. We only store information about the assets being used and who is using them. We can export and share this information on request at the end of the contract.
• End-of-contract process: We would remove access to the web portal which would then require the agents to be removed from the devices. Redinet would then provide an exported report from the online portal on the devices that were in there and their software versions to the customer.; ; Once this is done we would then fill out a customer leavers form as part of our ISO27001 policies for any accounts on our knowledgebase and billing platforms are closed down.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is accessed via a web browser and gives you the ability manage the devices, service and configuration policies. You can also deploy manual patching or amend the auto patching schedules.
• Accessibility standards: None or don’t know
• Description of accessibility: By logging in to the web interface. As an admin you can manage all policies and ensure all devices are up and running with latest versions. You can isolate devices from a network if there is a problem.
• Accessibility testing: We have lots of customers accessing this portal on a daily basis. We have tested it extensively.
• API: No
• Customisation available: Yes
• Description of customisation: Administrators can customise patching polices using the online web interface

Scaling

• Independence of resources: This is a service that runs in the background and doesn't provide any performance restrictions

Analytics

• Service usage metrics: Yes
• Metrics types: You can view metrics on devices, software in use, last login times, who the user is, latest security patches and more
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: ManageEngine

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Supplier-defined controls
• 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
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The only data held is information on the assets that have the patch management software on them and we would export reports detailing all the devices captured on this. Customers who have access to the management portal will also be able to export this information when required.
• Data export formats: CSV
• 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: We aim for above 99.5% uptime per calendar month.; The table below illustrates the percentage (%) Service Credit to be applied upon falling below the agreed Uptime Connectivity Target:; SLA % Range Service Credit % (Discount); 99.5% - 100% 0%; 98.5% - 99.4% 2%; 96.5% - 98.4% 4%; 94.5% - 96.4% 10%; 90.5% - 94.4% 15%; 80.5% - 90.4% 25%; < 80% 50%
• Approach to resilience: This service is supplied from a Tier 3 datacentre and stored across load balanced hosts to ensure that hardware failure does not affect the service.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We can define the IP addresses that can access the web interface.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 27/01/2023
• What the ISO/IEC 27001 doesn’t cover: We made the decision to cover everything we do under our certificate. We don't cover other businesses with our accreditation.
• 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: Redinet have an Information Security Group and we are ISO27001 accredited.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any configuration changes are made using our processes and policies set out under our ISO27001 accreditation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Redinet run vulnerability software on services that we host and patch these within 14 days of security updates being released.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use EPDR, MDR services on the servicers providing the services
• Incident management type: Supplier-defined controls
• Incident management approach: Summarise our 27001 incident management process

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  As a business we have an environmental policy in place.

  Covid-19 recovery

  We are flexible with staff to ensure they can work from home as and when required. We support local business with sponsorships to help our community around us.

  Tackling economic inequality

  We have run apprentice programs for students doing IT and Security courses at College. We also have continual improvement programs to continue to upskill internal staff with our strategic Vendor partnerships.

  Equal opportunity

  At Redinet we have an inclusion policy to ensure that we give as many people the right opportunity as possible.

  Wellbeing

  We regularly run charitable events and team building in conjunction with mental health initiatives. We have employee healthcare services in place that incorporates mental health and wellbeing services to be used.

Pricing

• Price: £2.50 a licence a month
• 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 mike.beeson@redinet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.