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CONTRUENT LIMITED

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
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 kvantine@contruent.com. Tell them what format you need. It will help if you say what assistive technology you use.

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
PDF
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
  • Email
  • 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
Oracle-Our global footprint of Oracle Cloud Infrastructure (OCI) data centers delivers a sustainable computing platform that’s efficient, renewable, and aligned with the circular economy. Achieve your sustainability goals and reduce your environmental impact by moving workloads to OCI. Drive sustainability across your organization with the tools to plan, track, and measure your success.
At Azure, we see sustainability and humanity's response to climate change as one of the greatest challenges of our lifetime.

We believe it's not too late to plan for a cleaner, greener future. We've committed to put sustainable technologies at the heart of our innovation—to make sure we are adapting and growing along with the planet with the lowest environmental impact.

AZURE- Learn how you can join the global community committed to reducing energy use, transitioning to a more carbon-neutral grid, and promoting a greener future with sustainable and innovative technologies from Azure.

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

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 kvantine@contruent.com. Tell them what format you need. It will help if you say what assistive technology you use.