Silver Lining Convergence Limited

Network Management

Silver Lining Network Management services install and manage networks across the UK from our centralised NOC manned 247/365 by qualified, experienced engineers and project managers.

Features

  • Network infrastructure monitoring
  • Ensured availability
  • Proactive Monitoring
  • Configuration backup and restore
  • Inventory management
  • Advanced reporting
  • Vendor agnostic
  • Patch / firmware management
  • 247 /365 UK based support
  • Deployment planning, project management and documentation

Benefits

  • Performance monitoring
  • Simplify network operations
  • Capacity planning
  • No hidden costs
  • Improved security

Pricing

£20 a device a month

  • Education pricing available

Service documents

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@silver-lining.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 3 8 2 5 4 7 3 5 6 2 1 7 8 7

Contact

Silver Lining Convergence Limited SL Sales
Telephone: 0345 313 1111
Email: sales@silver-lining.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Other network monitoring and network management solutions.
Cloud deployment model
Private cloud
Service constraints
Service dependant
System requirements
Service dependant

User support

Email or online ticketing support
Email or online ticketing
Support response times
The SLA is from 30 minutes.
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
Onsite support
Support levels
247/ 365 unlimited fault support Technical account manager assigned Dedicated solutions manager assigned
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Dedicated project team headed by experienced Prince 2 certified project manager Online/ in person training User documentation Welcome packs Kick off/ discovery meetings
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Varies based on solution taken.
End-of-contract process
Varies based on solution taken.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Web management interfaces can be accessed on desktop and mobile browsers alike.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Service dependant
Accessibility standards
None or don’t know
Description of accessibility
Service dependant.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Service dependant
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Service dependant

Scaling

Independence of resources
Reserved resources

Analytics

Service usage metrics
Yes
Metrics types
Metrics types
CPU
Disk
HTTP request and response status
Memory
Network
Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
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
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Secure online and offline both supported. Secure transfer and encrypted hard copies.
Data export formats
  • CSV
  • Other
Other data export formats
  • .txt
  • .log
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
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
100% infrastructure uptime guarantee, up to 99.999% service availability.
Approach to resilience
Our Cloud is built on a multi-layer approach to ensure complete resilient. Our core network is built on MPLS connecting to multiple availability zones across 14 UK datacentres, reaching over 270 EU datacentres, fully multihomed and multi-location interconnects with internet transit.

With two availability zones located outside of Greater London and international connectivity via Manchester our network has survivability exceeding all standards and requirements.

Our Infrastructure can be distributed across availability zones, as well as a banking standard availability and data protection available in Zone A through real-time cross synchronous datacentres replication of storage and cross datacentre failover and mirroring of compute workloads working with VMware hyperconverged infrastructure.

All data is backed up to converged storage nodes for disaster recovery, and checksumming is enabled on all storage nodes to prevent bitrot and data loss through corruption.

We ensure that no single component or group of components acting as a single unit ever can cause data loss, or a major service loss. Our engineers work strictly to customer change control requirements to prevent human error and revolution cloud remains the UK most revered platform for a multi layered approach to resilience no matter the product.
Outage reporting
Online Portal, E-mail alerts, Ticket updates, Calls from the support desk.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Privileged access policies implemented.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
User-defined
Access to supplier activity audit information
Users contact the support team to get 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
ISO/IEC 27001 accreditation date
2020
What the ISO/IEC 27001 doesn’t cover
Varies on service taken.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
ProCheckup
PCI DSS accreditation date
Aug 2019
What the PCI DSS doesn’t cover
Services outside the PCI Level 1 accredited environment.
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
Strict internal processes as well as ISO27001, PCI level 1 Certified, GDPR best practices, ITIL framework etc.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change management is implemented at varying approval levels with risk assessments and roll back considered. We work to customer change management process as well as our own.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal policies which are audited by an approved third party. Patches are deployed in line with our patching policy. Threat information is supplied by software vendors and accredited third parties.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Varies based on solution taken.
Incident management type
Supplier-defined controls
Incident management approach
Varies based on solution taken.

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 v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

Introduce a cycle to work scheme Insulate our buildings & switched to led bulbs Adjusted heating / cooling system timings, temperatures and rooms Minimised the waste from our products and packaging Electrify over 95% of our vehicle fleet Install our own renewable electricity and heating Offset the carbon that we can’t reduce.
Tackling economic inequality

Tackling economic inequality

Investing in our Silver Lining family is of utmost importance. It’s the right thing to do, and essential in delivering sustainable results. We are a Silver 'Investors In People' company.

We are also a 'Living Wage Employer' We believe that paying the Living Wage is the right thing to do by our employees. We invest in our people as we recognise that their contribution has built Silver Lining to be what we are today.
Equal opportunity

Equal opportunity

Silver Lining are an equal opportunity company.
Wellbeing

Wellbeing

One of our core values is ‘To be a Fun and Fair Place to Work’. To achieve this, we provide initiatives to boost teamwork and morale, with team events budgets for departments to spend against activities. We usually hold bi-annual company conferences, which encompass employee recognition awards, business updates on performance/strategy and vision and a teambuilding activity to get cross-functional synergies flowing.

With covid restrictions starting to lift, we recognised that we needed to do something big for our team after the challenging year and a half that everyone faced. As such, we arranged an all-expenses-paid trip for all staff to go on a company trip to Benidorm to allow the teams to engage and have some fun.

Set in a beautiful listed ‘Granary’, employees benefit from vast outside space to play football or enjoy the sunny weather at picnic tables. We care about staff wellbeing and believe this environment achieves that goal. Our ‘quirky’ working environment is a mix of traditional architecture and modern technology.

Aiming for ‘Investors in People’ platinum status, we have developed processes and infrastructure to support/develop and nurture our staff. Our new/improved induction process was developed from employee feedback and included a structured approach to onboarding, including a bespoke and in-depth training programme.

Pricing

Price
£20 a device a month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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@silver-lining.com. Tell them what format you need. It will help if you say what assistive technology you use.