CLARANET LIMITED

Software Defined Managed Network (Meraki)

Our Secure Digital Network services provide network and security technology coupled with managed and professional services. The technology suite within this portfolio extends and reaches users, branches, datacentres, public cloud, and SaaS applications, with a single purpose of connecting these disparate edges securely and optimising the digital network journey.

Features

Managed Secure SD-WAN
Managed Secure SD-Branch, LAN & Wi-Fi
Managed Public and Private Networks
Underlay Connectivity - Ethernet, Broadband & Mobile
Secure Access Service Edge (SASE)
Manged Remote Access & ZTNA
Pro-Active Network Monitoring
Service Assurance Monitoring
Managed Security
Network Consultancy & Architecture

Benefits

Enables internet and cloud first architecture
Extend to private, public & SaaS cloud environments
Network flexibility, agility & insight
Zero Touch Provisioning reducing deployment lead times
Enables secure work from anywhere
Underlay connectivity options up to 100Gbs bandwidth
Protect application & user experience with policy driven networks
Proactive network management optimising digital experience & security posture
Consultancy that helps align your network & cloud strategies

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 Uk-bidteam@claranet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

Contact

CLARANET LIMITED Claranet UK Bid Team
Telephone: 020 7685 8000
Email: Uk-bidteam@claranet.com

About your service

Service categories

IaaS

IaaS Compute

Virtualised x86

General purpose

Service scope

Service constraints: Claranet’s Meraki SD-WAN service requires valid licences and relies on Meraki’s cloud for centralised management, so internet connectivity is essential. Performance depends on MX appliances and diverse WAN circuits; single-circuit sites have reduced resilience. High Availability needs dual appliances with VRRP monitoring, and downtime may occur if both fail without backup options.
System requirements: Reliable internet access for Meraki’s cloud-based management

Continuous connectivity to Meraki Dashboard for monitoring & policy enforcement

Valid Advantage or Premier licences for SD-WAN Advanced Security features.

Physical or virtual appliances sized to site needs
Cloud deployment model: Hybrid cloud

User support

Email or online ticketing support: Yes
Support response times: For a question (not a fault/issue), this assumes it is a Service Request, in which case we have a response SLA of 4 hours, and a subsequent update SLA of 12 hours. For a Service Request, this SLA operates 8x5.
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: No
Onsite support: Yes, at extra cost
Support levels: Claranet’s managed services support includes a 24/7 Service Desk, proactive monitoring, structured incident and major incident handling, case prioritisation, problem management for root cause resolution, and controlled release management. These ITIL-aligned processes deliver consistent, reliable customer experience across all managed services. We don’t charge for anything listed above, but enhanced SLAs are available at an additional cost. We provide both Technical Service Manager (TAM) which is a costed service, while the Cloud Support Engineer is treated as included as standard.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Claranet’s onboarding process is designed for a smooth start. After service activation, customers receive access to Claranet Online, a secure portal for managing resources and tickets. Customers receive on-boarding documentation and training where appropriate/required to aid in solution understanding. Dedicated teams assist with delivery, customisation, application setup, and knowledge transfer before transition to in-life. Support is available via ticketing and phone, managed under ITIL v4 practices for transparency and efficiency.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Claranet works with customers to return their data at the end of their contract. We can advise on multiple secure extraction methods to transfer files to the customers destination or media of choice.
End-of-contract process: Claranet’s end-of-contract process ensures a secure and smooth service termination. Customers must submit a formal cancellation request and provide the required notice period as per their agreement. Once confirmed, any technical services are decommissioned, access rights, accounts, and monitoring tools are deactivated. Claranet offers secure disposal of equipment to maintain compliance and data protection.
Documentation accessibility standard: EN 301 549

Using the service

Web browser interface: Yes
Using the web interface: Claranet Online is a secure customer portal providing full visibility and control over services. Users can create and track support tickets and monitor service performance. The portal provides advanced network reporting so users can monitor and review their network in real-time.. Features include user administration, notifications, and integrated security with SSO and MFA, all designed to simplify service management and improve operational efficiency.
Web interface accessibility standard: WCAG 2.2 AA
Web interface accessibility testing: We are familiar with the requirements and best practices of accessibility testing.
API: No
Command line interface: No

Scaling

Independence of resources: QoS enables prioritisation of critical traffic while throttling bandwidth for less important applications, ensuring optimal performance and efficient network utilisation.
SD-WAN is a policy-based networking solution, meaning traffic routing, prioritisation, and security are governed by centrally defined policies rather than static configurations, ensuring flexibility, consistency, and optimised performance across all sites.
Usage notifications: Yes
Usage reporting: Email
Optimising consumption: Yes
Automatic scaling: No

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
Resource tagging: Yes
FOCUS resource tagging: Yes

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Cisco Meraki

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Developed Vetting (DV)

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: Complies with a recognised standard (for example CSA CCM version 4.0)
Penetration testing frequency: At least every 6 months
Penetration testing approach: NCSC approved service provider
Protecting data at rest: Physical access control, complying with another standard
Data sanitisation process: Yes
Equipment disposal approach: A third-party destruction service
Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data Erasure

Explicit overwriting of storage before reallocation / Secure Erase

Degaussing

Physical Destruction / Hardware containing data is completely destroyed

Backup and recovery

Backup controls: User would speak to our support team which is dependent on the solution.
Datacentre setup: Multiple datacentres
Scheduling backups: Supplier controls the whole backup schedule
Backup recovery: Users contact the support team
Backup and recovery: Yes
RPO/RTO: Yes

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability: Managed SD-WAN SLA guarantees uptime with credits for breaches. Credits range from 5% to 30% of the monthly fee based on availability tiers (99.9%, 99.95%, 99.99%). Claims must be submitted within 30 days, and credits are applied two months later. Maximum credit per month is 30%. SLA applies only to Meraki SD-WAN appliance downtime.
Approach to resilience: Available on request.
Outage reporting: Email alerts and portal

Identity and authentication

User authentication needed: Yes
User authentication: Multi-Factor Authentication (MFA)

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Use of named users who have to have given right to access that system based on job role and function.
Access restriction testing frequency: Less than once a year
Management access authentication: Multi-Factor Authentication (MFA)

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password
Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

Dedicated device over multiple services or networks

Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

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: Claranet publish a security and compliance overview made available on request. This document contains information on our technical and organisational measures as well as our data privacy controls.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We follow a formal ITIL aligned change management process to ensure all changes are planned, assessed, and approved before implementation. This includes impact analysis, scheduling within agreed maintenance windows, and clear communication to stakeholders. Standard changes are handled quickly, while complex changes undergo additional review and testing to reduce risk. Our approach prioritises transparency, compliance, and service stability, giving customers confidence that every change is managed securely and efficiently
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Claranet’s vulnerability management approach is a continuous, risk-based process that identifies, prioritises, and remediates security weaknesses across infrastructure and cloud environments. It includes automated scanning, CVSS-based risk scoring, scheduled patching, and verification to ensure compliance and resilience. The lifecycle covers discovery, assessment, remediation, and monitoring, supported by threat intelligence and compliance frameworks.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We maintain audit and accounting logs across all managed devices. If a vendor bulletin indicates a potential compromise, we assess our estate for indicators of compromise. Confirmed issues trigger our Security Incident Response Process, including impact assessment, vendor-recommended mitigation, and customer notification in line with contractual and regulatory obligations. Our response follows the Cyber Essentials framework, targeting resolution within 14 days of identification. For critical or zero-day vulnerabilities, we apply emergency change procedures to implement fixes as quickly as reasonably possible, ensuring timely protection and compliance.
Incident management type: Supplier-defined controls
Incident management approach: Our incident management process ensures rapid response and resolution to minimise business disruption. We operate a 24/7 service desk with clear escalation paths and defined SLAs for response and fix times. Every incident is logged, categorised by severity, and prioritised based on business impact. Communication is proactive, keeping customers informed throughout the lifecycle. Root cause analysis follows major incidents to prevent recurrence, and all actions are documented for transparency and compliance.
Post-quantum cryptography secure: Yes

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Supplier
Virtualisation technologies used: VMware
How shared infrastructure is kept separate: Network traffic is separated by VLAN's in the data centre and VRF's when traffic is between customer solutions.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Claranet datacentres are certified to ISO14001 and ISO5001, in line with GHG protocols. we have defined environmental targets measured with objectives. We source energy from renewable sources where at all possible.

Pricing

Discount for educational organisations: No
Free trial available: No

Discount

Provide your minimum discount applicable to your baseline prices: 5%

Formula for calculating price of your services

Which of the core deployment models you intend to offer

Private Cloud

Private Cloud - Formula for calculating price of your services

Total Cost: The Total Cost for a buyer's call off requirement in a Private Cloud Deployment
=
Baseline Pricing: Pricing illustrations attached to the service, further information available on request.
Based on:
Size of environment in RAM and vCPU.
Storage.
Number of supported virtual machines.
Size of backup coverage.
Size of disaster recovery coverage.
Firewall and networking selections.
-
Minimum Discounting: 5%
+
Onboarding Activity: Onboarding costs may vary based on your specific requirements, please confirm with suppliers during the clarification process
+
Additional sources of cost: Custom networking.
Dedicated hardware.
Longer DR and backup retention periods.
DR journal size and storage per virtual machine.
Endpoint detection and response / XDR.
Custom virtual machine images.
Target DR environment design, build and maintenance.
-
Additional sources of cost reduction: Quantity-based reduction, based upon cost efficiencies.

Mandatory certifications

Are you are bidding to offer IaaS and/or PaaS as a reseller or are you in sole control of the infrastructure

Sole Control and also accredited to resell other providers' services

Cloud service suppliers you intend to resell with evidence

Organisation 1

Organisation name

BT Wholesale