Adaptavist UK Services LTD

Atlassian Managed Services

Adaptavist Managed Services Premium is a support service for Atlassian software products, such as Jira, Confluence, and Bitbucket, in an Adaptavist hosted environment or in a client's private cloud, with service delivery manager, monitoring, backups, and SLA. Adaptavist can provide training, add-on development, licensing, and professional services including migration.

Features

• Service Delivery Management
• Service Monitoring
• SLA
• Licensing Support
• Second and Third Line Support
• Production, Staging, Development, DR environments
• Technical and Strategic Advisory
• Training
• ITIL based with Agile Principles methodology
• Hosting

Benefits

• Highly optimised Application platform, enabling increased productivity and collaboration.
• Reduced overall Total Cost of Ownership for infrastructure.
• Improved performance and uptime for your Atlassian applications.
• Optimal licensing costs.
• Utilise Adaptavist depth of expertise.
• Focus on core business.

£2,000 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

649755080362713

Contact

Jody Cox
07545 568087
jcox@adaptavist.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Adaptavist utilises premium hosting services such as AWS or the client's own preferred provider for infrastructure.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Adaptavist provides a rich managed service, and therefore does not provide a hosting-only solution.
• System requirements: Client must agree Atlassian licensing terms per Atlassian requirements.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 - 15m; ; Priority 2 - 2h; ; Priority 3 - 4h; ; Priority 4 - 8h; ; Priority 5 - N/A
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via support portal
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: SLA levels very. Adaptavist focuses on up-time and response time by default. Technical support can vary widely; Adaptavist has deep technical knowledge of Atlassian and ALM products.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Adaptavist can provide training both onsite and remotely, and provide user documentation per agreement with client.
• Service documentation: No
• End-of-contract data extraction: Adaptavist is flexible; data can for example be exported or downloaded from applications, or compressed and archived at the OS level.
• End-of-contract process: Contract prices vary per client. "Basic" list price includes service monitoring and uptime, hosting, and service desk support (up to 12 days per year). Additional training, scheduled enhancements, professional services, and infrastructure will incur additional fees.

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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Online Support Portal
• Accessibility standards: None or don’t know
• Description of accessibility: Support Portal is available via the Internet 24/7/365
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: REST API can be made available pending customer agreement and specification.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Adaptavist's service is very flexible - including depth of scheduled support (upgrades, optimisation, backups, etc.), and depth of unscheduled support (troubleshooting, etc.). Platform is also flexible depending on client's requirements for production vs, development, disaster recovery, etc. environments.

Scaling

• Independence of resources: Adaptavist can provided a dedicated service per client request, and can leverage scaleable resource such as AWS to ensure the platform scales.

Analytics

• Service usage metrics: Yes
• Metrics types: A monthly service delivery report is given to the customer that indicates: ; ; - Ticket response times against SLAs; - Availability of applications; - Ongoing project reporting
• Reporting types:
  • 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• 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: In-house destruction process

Data importing and exporting

• Data export approach: Users can export their data via the administrative interface of their Atlassian applications.
• Data export formats: Other
• Other data export formats: XML
• Data import formats: Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: Typically Adaptavist provides 99.9% application availability.
• Approach to resilience: Adaptavist can provide various implementations of backup, including disaster recovery servers, and also application level "Data Center" product implementation of relevant Atlassian applications that are deployed in clusters.
• Outage reporting: Our engineers receive real-time alerts and a dashboard in our operations office. In addition, emails can be sent out via service desk.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: 2-factor authentication is available via an optional plugin.
• Access restrictions in management interfaces and support channels: Access is limited to those with usernames and passwords that permit access to given sections of the applications. ; ; Management interfaces are on private networks.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: British Standard Institute (BSI)
• ISO/IEC 27001 accreditation date: 17/08/2023
• What the ISO/IEC 27001 doesn’t cover: Outsourced development - Adaptavist does not outsource any software development. Cabling security - Adaptavist does not operate networks in office spaces other than WiFi networks nor does Adaptavist store information assets in offices.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • TISAX

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: Adaptavist hold the following certifications:; ISO27001; SOC2

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Adaptavist follow reasonable client specification for both configuration and change management. ; ; In general, changes are assessed on a monthly basis by the ISMF before being applied. Service components are tracked in line with ITIL best practise - They are catalogued and this forms part of the change management process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Adaptavist apply system patches automatically via Spacewalk once per calendar month. This provides notifications of all OS patches that are in need of application. ; ; Adaptavist also subscribe to CERT and Atlassian channels for the notifications of critical vulnerabilities and patches. ; ; All critical patches are applied within 24 hours of notification.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Adaptavist use Nessus for real-time vulnerability scanning on customer services. ; ; Should a critical vulnerability be found, Adaptavist work with the client around remediation. ; ; Incidents are responded to in line with customer SLAs. An incident that is considered critical will be responded to within 15 minutes.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is handled in line with ITIL best practise. ; ; Adaptavist are notified of incidents either via monitoring or via client communication - Typically in the form of a service request. Client users raise service requests using the Adaptavist Service Portal 'Tracker'. Incident reports are provided either as part of the service request or, for more serious incidents, in the form of a root cause analysis.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Covid-19 recovery

  Flexible remote working policy in place globally for all employees

  Tackling economic inequality

  Adaptavist comply with all minimum and living wage laws globally; Gender pay gap reporting available in the UK

  Equal opportunity

  Adaptavist encourage applications from minority groups and hold regular awareness sessions to support these groups ; Adaptavist support neurodivergent people in the workplace

  Wellbeing

  The Adaptavist Group came first in the ‘Most Flexible Medium Companies in 2024’ category at the Flexa100 awards.; Working from home and flexible working is promoted.; Employees have private healthcare available.; Udemy access provided for employees to take relevant training courses subject to their interests.

Pricing

• Price: £2,000 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Details available on application

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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