Hosting by MDS- Azure- Oracle
ADT provide Cloud Support, Monitoring and Management Services for Public, Hybrid and Private Cloud environments. Ensuring enterprise workloads are secure, optimized and efficient in-line with our partners and customers requirements. ADT also provide technical design services to ensure solutions are tailored to the desired outcomes.
Features
- 24/7 ITIL aligned Support coverage
- Support provided for OFFICIAL and OFFICIAL-SENSITIVE data
- A service tailored to the level of support you require
- Assured design, delivery and support services
- Automated build and monitoring
- Single point of contact for all service issues and queries
- Green supplier: ISO14001, carbon neutral cloud,
- 1 month contract – no long termination periods
- PSN Connected toolset
Benefits
- Rapid deployment of new Cloud resources
- Low-cost, fully managed ITIL Service Management
- Transition support from legacy systems to the Cloud
- UK Sovereign secure UK data centers
- Assurance of Security Cleared staff,
- Agile scaling of Cloud resources
- Effective cost containment of Cloud resources
Pricing
£389.54 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
6 4 0 3 1 0 1 9 0 7 4 8 3 6 4
Contact
CONTRUENT LIMITED
Karl Vantine
Telephone: +1-650-823-0636
Email: kvantine@contruent.com
Service scope
- Service constraints
- This service must be brought in conjunction with an Azure/Oracle hosted cloud solution that ADT is granted access to manage
- System requirements
-
- Platform Monitoring
- Fault Alerting
- Administrative access to manage cloud resources
- Administrative access to Azure Advisor and usage metrics
- Fault remediation – Administrative access all hosted cloud resources
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Priority Level Response Time Resolution Time
1 Critical
Critical systems failure or severely impaired 15 Minutes 4 Hours
2 High
User group or key user unable to operate, experiencing significant reduction in system performance 30 Minutes 8 Hours
3 Medium
An Incident or service request that has an impact on a Single user's business operations 2 Hours 16 Hours
4 Low
An Incident or service request that has no impact on the Customer’s business operations. 4 Hours 24 Hours - 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
-
Priority Level Response Time Resolution Time
1 Critical
Critical systems failure or severely impaired 15 Minutes 4 Hours
2 High
User group or key user unable to operate, experiencing significant reduction in system performance 30 Minutes 8 Hours
3 Medium
An Incident or service request that has an impact on a Single user's business operations 2 Hours 16 Hours
4 Low
An Incident or service request that has no impact on the Customer’s business operations. 4 Hours 24 Hours - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
We operate a Service Implementation process to ensure the successful transition to in service support and management of the Cloud-based platform in a controlled manner. This encompasses:
• Setup of monitoring, alerting and anti-virus utilising the MDS management toolset
• Establishing the key customer service interfaces and information reporting framework
• Providing access and interfaces to our Service Desk
• Establishing maintenance and patching regimes and schedules
• Ensuring the IaaS, SaaS platform is fully documented and baselined
• Understanding the security and assurance requirements
• Formal acceptance by our Customer Service team - Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Based on customer requirements and defined in contract.
- End-of-contract process
- Chargeable exit plan as defined in contract
Using the service
- Web browser interface
- Yes
- Using the web interface
- Users are able to access and update existing support requests in addition to logging new support requests. We are also able to provide Management access to view all support requests as well as service dashboards.
- Web interface accessibility standard
- None or don’t know
- How the web interface is accessible
- As our web portal is accessed via internet browser, we would leverage the inbuilt browser accessibility tools for assistive technology users.
- Web interface accessibility testing
- This is accessed via web browsers and compatible with accessibility features- assistance offered on a case by case basis
- API
- No
- Command line interface
- No
Scaling
- Scaling available
- No
- Independence of resources
- Scalable public cloud ensures that sufficient compute is available for all customers using the service
- Usage notifications
- Yes
- Usage reporting
-
- Other
- Other usage reporting
- Call- Direct customer engagement
Analytics
- Infrastructure or application metrics
- Yes
- Metrics types
-
- CPU
- Disk
- HTTP request and response status
- Memory
- Network
- Number of active instances
- 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
- Microsoft Azure
Staff security
- Staff security clearance
- Other security clearance
- 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
- Managed by a third party
- 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
- Encryption of all physical media
- Data sanitisation process
- Yes
- Data sanitisation type
- 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
Backup and recovery
- Backup and recovery
- Yes
- What’s backed up
-
- Daily Backups
- Virtual machine level backups
- Backup controls
- Defined within service contract and agreed with customer
- Datacentre setup
- Multiple datacentres with disaster recovery
- Scheduling backups
- Supplier controls the whole backup schedule
- Backup recovery
- Users contact the support team
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)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
-
ADT shall be responsible for monitoring its achievement of the Service Levels set out in this Part and for notification to the Customer of any breaches of the Service Levels set out in this Part which attract the payment of Service Credits, together with the total value of accrued Service Credits. Notification by ADT shall be made as soon as reasonably practicable after a breach of Service Level, and in any event at each service meeting between the Parties.
2.2 ADT shall in respect of any Service Levels set out in this Part, measure and report on Service Level compliance at the end of each month.
More information available on request - Approach to resilience
- ADT’s solutions and services are resilient by design. All services provided are deployed across fault tolerant infrastructure and cloud services with no single point of failure. Highly available technologies are further supported with robust BCDR provision encompassing people, process and technology to ensure service continuity and availability.
- Outage reporting
- Outage reporting is both automated through ADT monitoring and alerting platforms and proactively managed by ADT’s Service Operations manager, in accordance with ADT’s Major Incident Management Process, who will immediately contact the designated client contact, provide timely updates, and submit a Major Incident Report once the incident has been resolved.
Identity and authentication
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google apps)
- Username or password
- Access restrictions in management interfaces and support channels
- User access controls and MFA
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Username or password
- Devices users manage the service through
-
- Dedicated device on a segregated network (providers own provision)
- Dedicated device on a government network (for example PSN)
- Directly from any device which may also be used for normal business (for example web browsing or viewing external email)
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
- UKAS- Management Systems (LRQA Certified)
- ISO/IEC 27001 accreditation date
- 1 May 2023
- What the ISO/IEC 27001 doesn’t cover
- N/A
- 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
- ISO 27001
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
ADT operate an ITIL v4 based approach to configuration and change management for both internal and customer systems. Configuration management is managed via ADT’s highly available and secure CMDB platform, ITGlue, which securely documents and tracks the detailed configuration of assets throughout each asset lifecycle.
ADT’s Change management process is clearly defined and documented within ADT’s Change Management Policy which is part of ADT’s ISO27001 Information Security Management System. Oversight and approval of all change requests is managed by ADT’s Change Advisory Board and includes evaluation of operational and security risks, mitigations, test/success criteria, technical procedures, communication planning rollback procedures. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- As per ITIL
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- ITIL
- Incident management type
- Supplier-defined controls
- Incident management approach
- ITIL best practice methodologies are used to manage incidents throughout the incident lifecycle
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)
Separation between users
- Virtualisation technology used to keep applications and users sharing the same infrastructure apart
- Yes
- Who implements virtualisation
- Third-party
- Third-party virtualisation provider
- Microsoft- Azure
- How shared infrastructure is kept separate
- Each customer has a different Azure subscription (tenant)
Energy efficiency
- Energy-efficient datacentres
- Yes
- Description of energy efficient datacentres
-
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Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Assured Digital Technologies is committed to fighting climate change. We have created an Environmental Management System which has allowed us to achieve the ISO14001:2015 accreditation. As part of this we have set objectives and initiatives to cut waste, reduce energy consumption and our carbon footprint with the target to become carbon neutral.Tackling economic inequality
By creating new business and employment opportunities, to improving education and training, Assured Digital Technologies is committed to tackling economic inequality at source. Our principal vision is to help lower the unequal distribution of income and opportunity between different groups in society.Equal opportunity
It is our policy not to discriminate against our workers based on their gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership or the fact that they are a part-time worker or a fixed-term employee.
Equal Opportunities is monitored and reviewed with Our long-term aim is that the composition of our workforce should reflect that of the community and that all workers should be offered equal opportunities to achieve their full potential.Wellbeing
Assured Digital technologies is committed to providing a healthy working environment and improving the quality of working lives for all staff. . By addressing mental health issues, we can improve the general wellbeing of employees, reduce absenteeism and presenteeism, lower staff turnover, increase productivity, and help promote the employment of those who have experienced mental health problems.
Pricing
- Price
- £389.54 a user a month
- Discount for educational organisations
- No
- Free trial available
- No