CLARANET LIMITED

Managed Data Platform Service

Claranet provides a Managed Data Platform Service that optimises enterprise data solutions for performance, reliability, and scalability. It ensures efficient data operations, proactive monitoring, rapid issue resolution, and actionable recommendations for improved decision-making, standardisation, cost optimisation, fault prevention, and readiness for future business requirements.

Features

• Monitoring and alerting
• Optimisation reporting
• Backup and disaster recovery
• Platform administration
• Release and change management
• Data engineering as a service
• Data catalogue management
• Data platform assessment

Benefits

• Instantly detect and resolve platform issues for uninterrupted workflows
• Quickly optimise resources to boost performance and reduce costs
• Effortlessly scale data platforms to meet changing business needs
• Restore data and operations rapidly after outages or failures
• Automate routine platform administration to save time and effort
• Easily manage user access and configuration from a central dashboard
• Receive actionable recommendations to enhance decision-making and efficiency
• Streamline release and change management for faster deployments
• Monitor data quality and pipeline health in real time
• Confidently maintain compliance and audit trails with automated tracking

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

599900649921795

Contact

Claranet UK Bid Team
020 7685 8000
Uk-bidteam@claranet.com

About your service

• Service categories:

  Application Development and Deployment

  Data management

  Data integration and intelligence

  • Data Ingestion and Transformation Software
  • Dynamic Data Movement Software
  • Data Quality Software
  • Data Access Infrastructure Software
  • Composite Data Framework Software
  • Master Data Intelligence Software
  • Metadata Management Software
  • Data Archiving and Information LifD-Cycle Management
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None. Claranet works in close partnership with customers to tailor solutions to specific organisational needs. On-site assistance is not included as standard but may be provided as an additional service if required.
• System requirements:
  • Appropriate subscriptions and licences as required
  • Access to infrastructure as required as part of the service

User support

• Email or online ticketing support: Yes
• Support response times: Claranet will notify the Customer within two (2) business hours of an alert trigger and will acknowledge requests for change approval and/or configuration amendments within four (4) business hours. Claranet can provide 24x7 coverage for the standard features. Specifically, this refers to the acknowledgement of alerts and requests for change approval/ configuration amendments, changing the SLA from 24 business hours (9am-5pm, Mon to Fri), to 24x7.
• 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: No
• Onsite support: No
• Support levels: Claranet’s managed services support includes a 24/7 Service Desk, proactive monitoring, structured incident and major incident handling, case prioritisation, problem management for root cause resolution, and controlled release management. These ITIL-aligned processes deliver consistent, reliable customer experience across all managed services. We don’t charge for anything listed above, but enhanced SLAs are available at an additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Claranet’s onboarding process is designed for a smooth start. After service activation, customers receive access to Claranet Online, a secure portal for managing resources and tickets. Customers receive on-boarding documentation and training where appropriate/required to aid in solution understanding. Dedicated teams assist with delivery, customisation, application setup, and knowledge transfer before transition to in-life. Support is available via ticketing and phone, managed under ITIL v4 practices for transparency and efficiency.
• Service documentation: No
• End-of-contract data extraction: The data remains owned by the customer and can be extracted for them at any point.
• End-of-contract process: Claranet’s end-of-contract process ensures a secure and smooth service termination. Customers must submit a formal cancellation request and provide the required notice period as per their agreement. Once confirmed, any technical services are decommissioned, access rights, accounts, and monitoring tools are deactivated. Claranet offers secure disposal of equipment to maintain compliance and data protection.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Customisation focuses on what is monitored and how incidents are handled. Customers can also add additional optional features including as 24/7 monitoring, data engineering service, and data catalogue management.

Scaling

• Independence of resources: Infrastructure can be built and isolated for specific customers.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Monthly and quarterly reports are available through Claranet Online.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Segregation of customer data in multi‑tenant SaaS

Availability and resilience

• Guaranteed availability: Service delivery by Claranet may be impacted by several factors, for which Claranet will not be held responsible. Firstly, timely and sustained access to the Customer’s IT infrastructure is essential; any delays or issues with access or permissions can halt or delay service provision. Customers are responsible for obtaining and maintaining necessary software licences and subscriptions not included in the service price. Claranet is not accountable for failures in components beyond its control. Service Levels and associated credits do not apply when performance is affected by specific exceptions, including: Customer’s default under the Agreement, outages caused by components or events outside Claranet’s control (such as hardware, software, or content managed by the Customer), scheduled or emergency maintenance, disruptions from viruses or hackers, changes initiated by the Customer, exceeding system capacity, failure to follow Claranet’s procedures, acts or omissions of the Customer or their agents, third-party contractors accessing systems, force majeure events, breaches of Claranet’s Acceptable Use Policy, Customer negligence or misconduct, or situations where Claranet cannot access necessary systems due to Customer unavailability. In these circumstances, Claranet is not liable for service outages or failures, nor required to provide service credits.
• Approach to resilience: Available on request
• Outage reporting: Email alerts and portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access uses RBAC and MFA with least‑privilege assignment. Administrative roles are tightly controlled and monitored; sensitive actions require elevated permissions. Support interactions require authentication and verified contacts before sharing incident details. Network access to administrative paths can be constrained (for example, IP allowlisting/VPN). All activity is logged for audit, and periodic access reviews are conducted.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

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

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: Claranet publish a security and compliance overview made available on request. This document contains information on our technical and organisational measures as well as our data privacy controls.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a formal ITIL aligned change management process to ensure all changes are planned, assessed appropriately, and approved before implementation. This includes impact analysis, scheduling within agreed maintenance windows, and clear communication to stakeholders. Standard changes are handled quickly, while complex changes undergo additional review and testing to reduce risk. Our approach prioritises transparency, accuracy, and service stability, giving customers confidence that every change is managed securely and efficiently with minimised risk.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk assessment, scheduled and expedited patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence, vendor security notifications and compliance frameworks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We maintain audit and accounting logs across all managed devices. If a vendor bulletin indicates a potential compromise, we assess our estate for indicators of compromise. Confirmed issues trigger our Security Incident Response Process, including impact assessment, vendor-recommended mitigation, and customer notification in line with contractual and regulatory obligations. Our response follows the Cyber Essentials framework, targeting resolution within 14 days of identification. For critical or zero-day vulnerabilities, we apply emergency change procedures to implement fixes as quickly as reasonably possible, ensuring timely protection and compliance.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process ensures rapid response and resolution to minimise business disruption. We operate a 24/7 service desk with clear escalation paths and defined SLAs for response and fix times. Every incident is logged, categorised by severity, and prioritised based on business impact. Communication is proactive, keeping customers informed throughout the lifecycle. Root cause analysis follows major incidents to prevent recurrence, and all actions are documented for transparency and compliance.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Wednesday 22 May 2024
• What the ISO/IEC 27001 doesn’t cover: This certification covers everything we do applicable to ISO/IEC 27001, no exclusions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Wednesday 7 June 2023
• What the ISO 9001 doesn’t cover: This certification covers everything we do applicable to ISO 9001, no exclusions.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Pen Test Partners
• PCI DSS accreditation date: Friday 13 December 2024
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4377ebef-31ac-49ef-9943-13c7f3e3f9a5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 66b24695-ed3f-4797-bb2c-65b58932576d
• 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.