Intergence Systems Limited

Stratiam Cloud Hosting

Our service Stratiam provides a fully managed infrastructure and security monitoring suite. Our SD-WAN connects your new and existing infrastructure as an MPLS alternative with Cloud Cross-Connect Services, IT Service Desk, Application acceleration, full end-to-end service visibility through single pane of glass dashboards.

Features

• Infrastructure & Security Monitoring & Performance Service.
• Single Pane of Glass: Multi-Source Data Blending & Visualisation
• SD-WAN: Cloud Cross-Connect, Application Acceleration, Insight Visibility.
• Scaleable: Fully flexible, No physical hardware constraints.
• 24x7x365 SLA/KPI Management with Correlated Service Event/Alarm Management.
• Cloud CCaaS: Contact-Centre-as-a-Service.
• ITSM Full Feature Capability.
• Application Performance Management
• End-Point Security Management
• Business Intelligence: Stratiam Analytics

Benefits

• Full Blended Service End-to-End Infrastructure Performance Analytics.
• Application Experience Analytics.
• SD-WAN: Driving Agile Delivery, Cost Efficiency, Greater Delivery Insight.
• Advanced AI Driven Security Analytics.
• Full Integrated ITSM Service.
• Fully Managed Infrastructure & Security Management Service.
• SDWAN: Cloud Hosting Cross-Connect Services.
• ITIL v3 Compliant.
• Full Omnichannel Cloud Call Centre as a Service - CCaaS.
• Fully Managed end-to-end service.

£100 a licence a month

• Education pricing 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 mwarren@intergence.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

676282008945240

Contact

Mike Warren
0845 2264167
mwarren@intergence.com

Service scope

• Service constraints: Customers will require their own internet access. A terminating device for (SD-WAN) connectivity is also required.
• System requirements: Any IP device type.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depends on the severity. We have different response times for P1,P2,P3,P4 incidents ranging from 30 minutes for urgent to 24 hours for low priority tickets
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide tier 1 to tier 3 support levels which encompass the service as a whole and is included within the monthly service fee. There are a number of Technical Consultants, infrastructure, application and cloud support engineers that can be provided on request. Account Management is provided as standard for each client. This is a fully managed service and all changes to the platform are made via a support ticket request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, or user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All customer specific data can be copied to a repository of the customer’s choice at which point the source data will then be deleted upon confirmation of successful copy / transmission.
• End-of-contract process: The customer has the opportunity to renew the service or cease the contract. A notification period of 3 months is required for both renewal and cessation of services.

Using the service

• Web browser interface: Yes
• Using the web interface: Services can be accessed directly from a web browser once you have obtained your access credentials. Certain changes can be made via the web interface. Limitation to specific areas of the service is determined by role/authorisation.
• Web interface accessibility standard: WCAG 2.1 AAA
• Web interface accessibility testing: All testing has been in house to date.
• API: Yes
• What users can and can't do using the API: Simply request the API integration documentation or request us to build it for you.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • Puppet
• API documentation: Yes
• API documentation formats: PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: We provide dedicated tenancies.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• 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: Reseller providing extra features and support
• Organisation whose services are being resold: Aryaka SDWAN Services, Five9s Cloud Call Centre as a Service.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• 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

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • System Configuration Files Daily.
  • Log Files Daily
• Backup controls: Control of backups is solely performed by our service support teams.
• 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: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.9% service availability. Service credits requirements requires further discussion.
• Approach to resilience: Multi-region high resiliency and redundancy is designed into our service. Our service is built using overlays inside a resilient cloud architecture. Consequently, each component, each set of components, each stack and each full tenancy is designed to be resilient at multiple points.
• Outage reporting: Through Dashboard visibility, SMS alerting, email, or via a customer specific API.

Identity and authentication

• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Access control policies are employed in conjunction with authentication services for example; RADIUS, TACACS, LDAP.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• 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)

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Socotec
• ISO/IEC 27001 accreditation date: 23/10/2019
• 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: Yes
• Any other security certifications: ISO:9001

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: We are ISO 27001 compliant and we adhere to the National Cyber Security Centre (NCSC) cloud security principles and the Center for Internet Security (CIS) critical security controls.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow ITIL v4 Agile Methodology ITSM Change and configuration change control standards and processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We scan vendor vulnerability announcements daily, verify if an announcement is relevant and apply recommended patch within the agreed SLA KPI (Typically 5 working Days depending on severity).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises through Live monitoring and alerting of our platform. Severity of the incident dictates whether the response is immediate or scheduled based upon risk assessment.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate under the ITIL V3 framework. Incidents can be reported/viewed and updated immediately via our customer portal.

Secure development

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

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: Our service is built on a variety of Cloud platforms. It is separated by customer and each customer has their own dedicated hosting environment, Customers will never share the same service components.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  We use local resources wherever possible, we also ensure an ethical supply chain around company's 'green' credentials for any services we may use to provide these services.

  Equal opportunity

  We are an equal opportunities company and strive to have a diverse workforce.

Pricing

• Price: £100 a licence a month
• Discount for educational organisations: Yes
• Free trial available: No

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