VISIONET EMEA LIMITED

Visionet Managed Services (ERP, CRM, Data, AI, Portals & Collaborations and Security)

Our IT Managed Services provide comprehensive solutions including proactive monitoring, maintenance, and support for businesses' IT landscape. From Application management, network management to cybersecurity and help desk support, we ensure optimal performance, security, and reliability, minimising downtime and mitigating risks while allowing clients to focus on core operations.

Features

• Continuous monitoring of IT systems to identify and address issues.
• Access to round-the-clock technical support, including help desk assistance.
• Comprehensive management of infrastructure, including configuration optimization and troubleshooting
• Implementation of robust security measures, such as firewalls, antivirus software
• Automation based productivity improvement
• Regular backups of critical data with secure storage
• Timely installation of software patches and updates to address vulnerabilities
• Tracking and management of IT assets
• Continuous optimization of IT infrastructure and applications to maximize efficiency
• Provision of regular reports and performance metrics to provide insights

Benefits

• Enhanced productivity through automation and lean principals
• IT Managed Services offer predictable cost savings, subscription-based pricing models
• Access to round-the-clock technical support
• Managed Services can scale up or down according to need
• Continuous monitoring and proactive maintenance help prevent potential IT issues
• Access knowledge and expertise across various IT domains
• Business continuity through DR and HA
• Compliance and Risk Management
• leveraging technology to drive innovation and competitive advantage
• Continuous service improvement through predictive maintenance

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

615563213995062

Contact

Jawad A Khan
+447721235694
jawad.a.khan@visionet.com

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
  • Community cloud
  • Hybrid cloud
• Service constraints: As this is a bespoke managed IT service so it does not have any constraints. Visionet work with customers to make sure there is no or minimal business disruptions. We conduct regular system maintenance to ensure optimal performance and security. During these times, brief service interruptions may occur. We provide advance notice and schedule maintenance outside peak business hours whenever possible.While we support a wide range of hardware configurations, specific legacy systems or highly customised setups may require additional evaluation for compatibility with our managed services.
• System requirements:
  • Proper Admin access to applications
  • Any SLA or SOPs for business continuity
  • Licensing information
  • Point of contact to interact with other vendors

User support

• Email or online ticketing support: Yes
• Support response times: As this is a managed services contract so we work as per customer agreed SLA.
• 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, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We enable web chat support for customers utilising Power Platform and Teams.
• Onsite support: Yes, at extra cost
• Support levels: Visionet offers flexible support options to align with your specific needs and budget, ensuring you receive the optimal level of IT support for your business.; ; Visionet Managed Services Support Levels:; Support Levels:; ; Essential: 24/7 remote monitoring & incident management with rapid response times. Ideal for basic IT infrastructure needs.; Advanced: Proactive problem prevention, patch management, and performance optimisation, along with Essential features. Best suited for businesses requiring enhanced IT stability.; Premier: Dedicated Technical Account Manager (TAM) for strategic IT guidance, proactive optimisation, and comprehensive support, including Essential and Advanced features. Perfect for organisations seeking a fully managed IT partnership.; Cost: Costs vary based on the chosen support level and the complexity of your IT environment. We provide customised quotes tailored to your specific needs.; ; Technical Account Manager (TAM): Premier support includes a dedicated TAM who serves as your single point of contact, providing strategic IT guidance, proactive support, and ongoing optimisation recommendations.; ; Cloud Support Engineer: All support levels benefit from access to our team of highly skilled Cloud Support Engineers, ensuring prompt resolution of technical issues across your IT infrastructure.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: At Visionet, we understand that a smooth transition and effective user adoption are crucial for the success of any managed services implementation. Therefore, we've designed a comprehensive onboarding process tailored to your specific needs:; ; Visionet Managed Services: Seamless Onboarding for Your Success; ; Needs Assessment: We conduct a thorough analysis of your IT environment, goals, and desired outcomes.; Tailored Implementation Plan: We collaborate with you to develop a customised plan aligned with your timelines.; Flexible Training Options:; Onsite training sessions by experienced consultants.; Online training modules for convenient access.; Training covers both functional and technical aspects.; Comprehensive Resources: Detailed user documentation and access to best practice materials.; Ongoing Support & Collaboration:; Regular check-ins to monitor progress, address challenges, and optimise services.; Performance reviews to evaluate effectiveness and identify improvement areas.; Access to our expert team for any questions or issues.; ; Visionet's comprehensive onboarding process ensures a smooth transition to managed services, empowering your team to leverage the full potential of our solution and achieve your desired IT outcomes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Xls
• End-of-contract data extraction: Visionet ensures smooth data extraction upon the end of managed services contract:; ; We provide access to various data export tools, allowing to extract specific data entities or apply filters for customized datasets. These tools support various formats like Excel, CSV, or XML.; ; For complex data extraction needs, we offer expertise in utilizing tools like Microsoft Dynamics 365 Data Export Service and SQL Server Integration Services (SSIS). These enable large-scale data exports, custom filters, and automated scheduling.; ; We can facilitate the use of specialized third-party data migration tools, offering additional features like data transformation, mapping, and integration with other systems.; ; We work closely with you to understand your service agreement and Microsoft's data retention policies, ensuring you have a clear understanding of your data access timeframe after contract termination.; ; We implement robust security protocols throughout the data extraction process, including encryption, access controls, and secure data transfer procedures to safeguard your information.; ; Our dedicated team remains available throughout the data extraction process, providing guidance and technical assistance to ensure a seamless transition.; ; Visionet prioritizes secure and efficient data extraction, empowering you to easily access your information even after your managed services contract concludes.
• End-of-contract process: As it is related to Managed services so Visionet will handover all the artifacts created to customers and execute an end of contract process.
• Documentation accessibility standard: WCAG 2.2 AA

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: Yes
• Differences between the mobile and desktop service: There is similarity of functionality between mobile, tablet and desktop, each tailored to provide a simplified and responsive user interface.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: At Visionet, we understand that one-size-fits-all IT solutions rarely suffice. We offer a high degree of customisation within our managed services:; ; What can be customised:; ; Monitoring & Alerting: Define specific thresholds and triggers for alerts, ensuring you receive notifications only for the issues that matter most to your business.; ; Reporting: Tailor reports to focus on the metrics most relevant to your IT environment and business goals.; ; Security Policies: Implement customised security policies aligned with your specific compliance requirements and risk tolerance.; ; Backup & Disaster Recovery: Configure backup schedules, retention periods, and disaster recovery procedures to match your unique needs.; ; Service Level Agreements (SLAs): Define customised SLAs for different IT services, ensuring guaranteed response times and service availability.; ; How users can customise:; ; Dedicated Account Manager: Your dedicated Visionet Account Manager works with you to understand your specific needs and configure services accordingly.; ; Regular Reviews: We conduct periodic service reviews , allowing for ongoing adjustments and optimisation based on evolving IT requirements.; ; Visionet Support Team: Works closely with you to implement the agreed-upon customisations and ensure smooth operation.; ; Visionet empowers you to customise your managed services, ensuring they perfectly align with your unique IT environment and business objectives.

Scaling

• Independence of resources: Visionet ensures your managed services experience remains independent of resource demands from other users:; ; We establish clear SLAs that guarantee specific performance metrics, including uptime, response times, and resource availability. These SLAs provide with a clear understanding of the service quality, regardless of external factors.; ; We maintain open communication channels and provide regular service reports, ensuring customer stay informed about resource utilization and potential impacts.; ; Visionet prioritizes client independence and ensures managed services operate consistently and reliably, unaffected by resource demands from other users. We combine dedicated infrastructure, proactive monitoring, and resource management expertise to guarantee a high-quality service experience.

Analytics

• Service usage metrics: Yes
• Metrics types: This a custom requirement which is agreed with individual customer and Visionet Managed services team provides as per the agreed format and frequency.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft, Salesforce, AWS, GCP and all major vendors

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• 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 can export their data through the reporting suite on demand or on a schedule and this can be exported into common file formats such as SCV. XLS, PDF and DOCX (Word). In addition, it is possible to export data from any summary screen/ grid directly via an export to CSV option.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • Xlsx
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Xlsx

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Dynamics 365 provides security-hardened infrastructure that Microsoft controls and monitors 24 hours a day, seven days a week. Microsoft uses a variety of technologies to block unauthorized traffic to and within Microsoft datacenters. Connections that are established between customers and Microsoft datacenters are encrypted by using industry-standard Transport Layer Security (TLS). This establishes a secured browser-to-server connection, which helps provide data confidentiality and integrity between the desktop and datacenter. A redundant network provides failover capability and helps ensure network availability.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Microsoft uses several network security technologies to protect your cloud services and data, and block attacks. ; ; •Firewalls and perimeter firewalls ; •Intrusion detection systems/intrusion prevention systems detect and identify suspicious or undesirable activities that indicate intrusion; •Partitioned LANs ; •Multi-tier topology ; •Traffic isolation ; •Cross-premises connectivity enables you to establish connections between a virtual network and multiple on-premises sites, or other virtual networks in Azure, by using VPN gateways or third-party virtual appliances. ; •Access Control Lists ; •Azure Security Center provides a centralized portal from which you can secure resources you place in Azure.

Availability and resilience

• Guaranteed availability: This is a managed services contract so we work as per the agreed SLA.
• Approach to resilience: Visionet prioritizes building a highly resilient managed services platform to ensure minimal disruption and maintain business continuity even in the face of potential challenges.; ; We leverage geographically dispersed data centers and utilize redundant infrastructure components like network connections, storage systems, and power supplies. This minimizes the impact of localized outages and ensures service availability.; ; Regular backups and disaster recovery plans are in place to swiftly restore data and operations in case of unforeseen events.; ; Our 24/7 monitoring system continuously tracks system health, identifies potential issues proactively, and triggers automated remediation actions before they escalate.; ; Advanced security solutions safeguard your environment from cyber threats through intrusion detection, malware protection, and vulnerability scanning.; ; We have a comprehensive disaster recovery plan that outlines procedures for rapid recovery in case of major disruptions.; Regular testing of our disaster recovery plan ensures its effectiveness and readiness in the event of a real-world scenario.; ; By combining these elements, Visionet offers a managed services platform designed to withstand potential disruptions and ensure your business operations remain uninterrupted. We prioritize proactive measures, robust infrastructure, and continuous improvement to safeguard your IT environment and maintain business continuity.
• Outage reporting: This is reported via email, calls and text. As we have dedicated team involved so they inform to designated team of customer as soon as it occurs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Visionet has restricted access to all the instances which is controlled by MFA and PAM with role based security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR.
• Information security policies and processes: Visionet work to Industry and Microsoft Security standards ,with the Microsoft Cloud Services complying to ISO/IEC 27001 and CSA CCM v3.0. Visionet have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards. Lastly, We have rigorous induction and training methods which ensure policies are followed. Reporting Structure is also available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management Policy attached. All hardware and software follows a roadmap lifecycle and are replaced before its end of life. All changes are reviewed and tested before implementation. Example - new Microsoft patches are tested before pushed by SCCM.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external third party vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Visionet has implemented Availability Monitoring using Azure Monitor, Nagios, SolarWinds, Prometheus technology. Also Visionet has implemented Orca CSPM which provides us real time reports on open vulnerabilities. Visionet additionally has a SIEM solution and completed EDR implementation backed by a ZTNA/SASE solution for all end points and drive by the MITRE framework.
• Incident management type: Supplier-defined controls
• Incident management approach: Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for anonymous report submission.
• Post-quantum cryptography secure: Yes

Secure development

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: GMS INTERCERT SERVICES
• ISO/IEC 27001 accreditation date: Wednesday 23 June 2021
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: GMS INTERCERT SERVICES
• ISO 9001 accreditation date: Thursday 13 March 2025
• What the ISO 9001 doesn’t cover: Not Applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 1 March 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: Tuesday 12 December 2023
• What the PCI DSS doesn’t cover: Not Applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E7f12ebf-757f-4ba2-b918-a2e69c4308b5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dea421ad-56e2-44f5-ae1d-8208ca0ca92b
• Other security certifications: Yes
• Any other security certifications:
  • SOC1 TYPE 2
  • SOC2 TYPE 2
  • ISO 27001:2022, 27701
  • HIPPA Compliant
  • GDPR

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
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting 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 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
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.