VISIONET EMEA LIMITED

Visionet Managed Services (ERP, CRM, Data, AI, Portals & Collaborations and Security)

Our IT Managed Services provide comprehensive solutions including proactive monitoring, maintenance, and support for businesses' IT landscape. From Application management, network management to cybersecurity and help desk support, we ensure optimal performance, security, and reliability, minimizing downtime and mitigating risks while allowing clients to focus on core operations.

Features

• Continuous monitoring of IT systems to identify and address issues.
• Access to round-the-clock technical support, including help desk assistance.
• Comprehensive management of infrastructure, including configuration optimization and troubleshooting
• Implementation of robust security measures, such as firewalls, antivirus software
• Automation based productivity improvement
• Regular backups of critical data with secure storage
• Timely installation of software patches and updates to address vulnerabilities
• Tracking and management of IT assets
• Continuous optimization of IT infrastructure and applications to maximize efficiency
• Provision of regular reports and performance metrics to provide insights

Benefits

• Enhanced productivity through automation and lean principals
• IT Managed Services offer predictable cost savings, subscription-based pricing models
• Access to round-the-clock technical support
• Managed Services can scale up or down according to need
• Continuous monitoring and proactive maintenance help prevent potential IT issues
• Access knowledge and expertise across various IT domains
• Business continuity through DR and HA
• Compliance and Risk Management
• leveraging technology to drive innovation and competitive advantage
• Continuous service improvement through predictive maintenance

£450 to £1,100 a unit a day

Service documents

• Pricing document

  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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

689516909982922

Contact

Jawad A Khan
+447721235694
jawad.a.khan@visionet.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: As this is a bespoke managed IT service so it does not have any constraints. Visionet work with customers to make sure there is no or minimal business disruptions. We conduct regular system maintenance to ensure optimal performance and security. During these times, brief service interruptions may occur. We provide advance notice and schedule maintenance outside peak business hours whenever possible.While we support a wide range of hardware configurations, specific legacy systems or highly customized setups may require additional evaluation for compatibility with our managed services.
• System requirements:
  • Proper Admin access to applications
  • Any SLA or SOPs for business continuity
  • Licensing information
  • Point of contact to interact with other vendors

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As this is a managed services contract so we work as per customer agreed SLA.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We enable web chat support for customers utilizing Power Platform and Teams.
• Onsite support: Yes, at extra cost
• Support levels: Visionet offers flexible support options to align with your specific needs and budget, ensuring you receive the optimal level of IT support for your business.; ; Visionet Managed Services Support Levels:; Support Levels:; ; Essential: 24/7 remote monitoring & incident management with rapid response times. Ideal for basic IT infrastructure needs.; Advanced: Proactive problem prevention, patch management, and performance optimization, along with Essential features. Best suited for businesses requiring enhanced IT stability.; Premier: Dedicated Technical Account Manager (TAM) for strategic IT guidance, proactive optimization, and comprehensive support, including Essential and Advanced features. Perfect for organizations seeking a fully managed IT partnership.; Cost: Costs vary based on the chosen support level and the complexity of your IT environment. We provide customized quotes tailored to your specific needs.; ; Technical Account Manager (TAM): Premier support includes a dedicated TAM who serves as your single point of contact, providing strategic IT guidance, proactive support, and ongoing optimization recommendations.; ; Cloud Support Engineer: All support levels benefit from access to our team of highly skilled Cloud Support Engineers, ensuring prompt resolution of technical issues across your IT infrastructure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At Visionet, we understand that a smooth transition and effective user adoption are crucial for the success of any managed services implementation. Therefore, we've designed a comprehensive onboarding process tailored to your specific needs:; ; Visionet Managed Services: Seamless Onboarding for Your Success; ; Needs Assessment: We conduct a thorough analysis of your IT environment, goals, and desired outcomes.; Tailored Implementation Plan: We collaborate with you to develop a customized plan aligned with your timelines.; Flexible Training Options:; Onsite training sessions by experienced consultants.; Online training modules for convenient access.; Training covers both functional and technical aspects.; Comprehensive Resources: Detailed user documentation and access to best practice materials.; Ongoing Support & Collaboration:; Regular check-ins to monitor progress, address challenges, and optimize services.; Performance reviews to evaluate effectiveness and identify improvement areas.; Access to our expert team for any questions or issues.; ; Visionet's comprehensive onboarding process ensures a smooth transition to managed services, empowering your team to leverage the full potential of our solution and achieve your desired IT outcomes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Xls
• End-of-contract data extraction: Visionet ensures smooth data extraction upon the end of managed services contract:; ; We provide access to various data export tools, allowing to extract specific data entities or apply filters for customized datasets. These tools support various formats like Excel, CSV, or XML.; ; For complex data extraction needs, we offer expertise in utilizing tools like Microsoft Dynamics 365 Data Export Service and SQL Server Integration Services (SSIS). These enable large-scale data exports, custom filters, and automated scheduling.; ; We can facilitate the use of specialized third-party data migration tools, offering additional features like data transformation, mapping, and integration with other systems.; ; We work closely with you to understand your service agreement and Microsoft's data retention policies, ensuring you have a clear understanding of your data access timeframe after contract termination.; ; We implement robust security protocols throughout the data extraction process, including encryption, access controls, and secure data transfer procedures to safeguard your information.; ; Our dedicated team remains available throughout the data extraction process, providing guidance and technical assistance to ensure a seamless transition.; ; Visionet prioritizes secure and efficient data extraction, empowering you to easily access your information even after your managed services contract concludes.
• End-of-contract process: As it is related to Managed services so Visionet will handover all the artifacts created to customers and execute an end of contract process.

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: Yes
• Differences between the mobile and desktop service: There is similarity of functionality between mobile, tablet and desktop, each tailored to provide a simplified and responsive user interface.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: At Visionet, we understand that one-size-fits-all IT solutions rarely suffice. We offer a high degree of customization within our managed services:; ; What can be customized:; ; Monitoring & Alerting: Define specific thresholds and triggers for alerts, ensuring you receive notifications only for the issues that matter most to your business.; ; Reporting: Tailor reports to focus on the metrics most relevant to your IT environment and business goals.; ; Security Policies: Implement customized security policies aligned with your specific compliance requirements and risk tolerance.; ; Backup & Disaster Recovery: Configure backup schedules, retention periods, and disaster recovery procedures to match your unique needs.; ; Service Level Agreements (SLAs): Define customized SLAs for different IT services, ensuring guaranteed response times and service availability.; ; How users can customize:; ; Dedicated Account Manager: Your dedicated Visionet Account Manager works with you to understand your specific needs and configure services accordingly.; ; Regular Reviews: We conduct periodic service reviews , allowing for ongoing adjustments and optimization based on evolving IT requirements.; ; Visionet Support Team: Works closely with you to implement the agreed-upon customizations and ensure smooth operation.; ; Visionet empowers you to customize your managed services, ensuring they perfectly align with your unique IT environment and business objectives.

Scaling

• Independence of resources: Visionet ensures your managed services experience remains independent of resource demands from other users:; ; We establish clear SLAs that guarantee specific performance metrics, including uptime, response times, and resource availability. These SLAs provide with a clear understanding of the service quality, regardless of external factors.; ; We maintain open communication channels and provide regular service reports, ensuring customer stay informed about resource utilization and potential impacts.; ; Visionet prioritizes client independence and ensures managed services operate consistently and reliably, unaffected by resource demands from other users. We combine dedicated infrastructure, proactive monitoring, and resource management expertise to guarantee a high-quality service experience.

Analytics

• Service usage metrics: Yes
• Metrics types: This a custom requirement which is agreed with invidual customer and Visionet Managed services team provides as per the agreed format and frequency.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft, Salesforce, AWS, GCP and all major vendors

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data through the reporting suite on demand or on a schedule and this can be exported into common file formats such as SCV. XLS, PDF and DOCX (Word). In addition, it is possible to export data from any summary screen/ grid directly via an export to CSV option.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • .xlsx
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Dynamics 365 provides security-hardened infrastructure that Microsoft controls and monitors 24 hours a day, seven days a week. Microsoft uses a variety of technologies to block unauthorized traffic to and within Microsoft datacenters. Connections that are established between customers and Microsoft datacenters are encrypted by using industry-standard Transport Layer Security (TLS). This establishes a secured browser-to-server connection, which helps provide data confidentiality and integrity between the desktop and datacenter. A redundant network provides failover capability and helps ensure network availability
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Microsoft uses several network security technologies to protect your cloud services and data, and block attacks. •Firewalls and perimeter firewalls •Intrusion detection systems/intrusion prevention systems detect and identify suspicious or undesirable activities that indicate intrusion •Partitioned LANs •Multi-tier topology •Traffic isolation •Cross-premises connectivity enables you to establish connections between a virtual network and multiple on-premises sites, or other virtual networks in Azure, by using VPN gateways or third-party virtual appliances. •Access Control Lists •Azure Security Center provides a centralized portal from which you can secure resources you place in Azure

Availability and resilience

• Guaranteed availability: This is a managed services contract so we work as per the agreed SLA.
• Approach to resilience: Visionet prioritizes building a highly resilient managed services platform to ensure minimal disruption and maintain business continuity even in the face of potential challenges.; ; We leverage geographically dispersed data centers and utilize redundant infrastructure components like network connections, storage systems, and power supplies. This minimizes the impact of localized outages and ensures service availability.; ; Regular backups and disaster recovery plans are in place to swiftly restore data and operations in case of unforeseen events.; ; Our 24/7 monitoring system continuously tracks system health, identifies potential issues proactively, and triggers automated remediation actions before they escalate.; ; Advanced security solutions safeguard your environment from cyber threats through intrusion detection, malware protection, and vulnerability scanning.; ; We have a comprehensive disaster recovery plan that outlines procedures for rapid recovery in case of major disruptions. ; Regular testing of our disaster recovery plan ensures its effectiveness and readiness in the event of a real-world scenario.; ; By combining these elements, Visionet offers a managed services platform designed to withstand potential disruptions and ensure your business operations remain uninterrupted. We prioritize proactive measures, robust infrastructure, and continuous improvement to safeguard your IT environment and maintain business continuity.
• Outage reporting: This is reported via email, calls and text. As we have dedicated team involved so they inform to designated team of customer as soon as it occurs.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Visionet has restrcited access to all the instances which is controled by MFA and PAM with role based security
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: GMS INTERCERT SERVICES
• ISO/IEC 27001 accreditation date: June 23, 2021
• What the ISO/IEC 27001 doesn’t cover: Everything is covered
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Mar-24
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: All the requirements are covered.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: 12/12/2023
• What the PCI DSS doesn’t cover: Everything is covered as per the requirements. We can provide further details if required.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC1 TYPE 2
  • SOC1 TYPE 2
  • HIPAA
  • ISO 27001:2022, 27701
  • GDPR

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR
• Information security policies and processes: Visionet work to Industry and Microsoft Security standards ,with the Microsoft Cloud Services complying to ISO/IEC 27001 and CSA CCM v3.0. Visionet have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards. Lastly, We have rigorous induction and training methods which ensure policies are followed. Reporting Structure is also available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management Policy attached. All hardware and software follows a roadmap lifecycle and are replaced before its end of life. All changes are revieved and tested before implementation. Example - new Microsoft patches are tested before pushed by SCCM.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external thrid party vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Visionet has implemented Availability Monitoring using Azure Monitor, Nagios, SolarWinds, Prometheus technology. Also Visionet has implemented Orca CSPM which provides us real time reports on open vulnerabilites. Visionet additionally has a SIEM solution and completed EDR implementation backed by a ZTNA/SASE solution for all end points and drive by the MITRE framework.
• Incident management type: Supplier-defined controls
• Incident management approach: Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for annonymous report submission.

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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our Commitment to a Sustainable Future At Visionet, we are deeply committed to addressing global challenges through sustainable business practices, environmental protection, and responsible corporate governance. Our core values center around the principles of Environmental, Social, and Corporate Governance (ESG), and we actively uphold these values as a global corporation. Environmental Responsibility We prioritize sustainable operations, reducing our environmental impact through responsible resource management, energy efficiency, and sustainable sourcing practices. Committed to minimizing waste and promoting circular economy principles, we actively work to reduce, reuse, and recycle resources wherever possible. Additionally, we have set ambitious carbon reduction targets and invest in renewable energy solutions to combat climate change, aligning with Streamlined Energy and Carbon Reporting (SECR) standards. Corporate Governance Transparency and accountability are paramount in our corporate governance practices. We maintain transparent operations and ethical decision-making processes, following CSRD standards. We proactively identify and manage ESG-related risks that could impact our business, in compliance with CSRD and SECR standards. This includes addressing issues related to climate change, social responsibility, and governance. Monitoring and Reporting We regularly monitor and assess our ESG performance, and our annual ESG report as required by CSRD, provides transparency about our progress and challenges. It is made available to the public, reflecting our commitment to accountability and transparency. Review and Improvement We continuously strive for improvement, ensuring that our ESG practices remain aligned with our values, industry best practices, and evolving ESG, CSRD, and SECR standards. At Visionet, we believe that by integrating ESG principles into our business strategy, we can contribute to a sustainable, responsible, and successful future for our company, our stakeholders, and our planet. We invite you to join us on this journey toward a greener and more inclusive future .

  Covid-19 recovery

  Visionet has Coronavirus response document/planning in place. We have well defined planning assumptions, local and global response team in UK, Europe and USA, along with management team assigned for each region/location. We have preventive measures in place like; (actively encourage sick employee to stay home, emphasize respiratory etiquette and hand hygiene by all employees, perform routine environmental cleaning, advise employees before traveling to take certain steps, additional Measures in Response to Currently Occurring Sporadic Importations of the COVID-19, additional measures for facilities in operations - screening). Implementing all the measures. In the event Visionet is notified of an employee testing positive for COVID-19, we have contaminated sites identified for the employees and measure to be taken. OSHA’S EMERGENCY TEMPORARY STANDARD ON VACCINATION AND TESTING process in place for employees to provide immunization record. Enforcement process in place; Any employee found to have violated this policy may be subject to disciplinary action, up to and including termination of employment

  Tackling economic inequality

  Visionet is deeply committed to the principles of equal employment opportunity, championing fairness, transparency, equity, and inclusion for all. We are resolute in our fight against any form of inequality, and have established and enforced robust policies on diversity, inclusion, and equity, workplace misconduct reporting, and addressing modern slavery in our supply chain. These policies reflect our unwavering commitment to equality and diversity and are readily accessible on our company intranet and website. Our recruitment, promotion, and talent identification exercises are conducted with utmost fairness, based on merit and objective criteria to prevent any form of discrimination. We are dedicated to enhancing workforce diversity and providing equal opportunities. We regularly review our recruitment procedures to ensure they are objective and merit-based, instilling confidence and hope in potential recruits. We proactively identify and address systemic barriers contributing to inequities and accommodate the needs of disadvantaged or underrepresented groups. Our conditions of service, benefits, and facilities are regularly reviewed to ensure accessibility for all. Employees with transitions or disabilities are encouraged to disclose their circumstances for appropriate support. Reasonable adjustments are considered and implemented to overcome any difficulties experienced at work due to disabilities. Visionet maintains a zero-tolerance approach to modern slavery, human trafficking, and child labor, implementing effective systems and controls to prevent their occurrence within our operations and supply chains. We expect our contractors, suppliers, and business partners to uphold the same high standards, incorporating prohibitions against forced labour into our contracting processes and ensuring transparency and accountability throughout our supply chains.

  Equal opportunity

  Visionet Systems Inc., including its affiliates and subsidiaries (together “Visionet”) is an Equal Employment Opportunity (EEO) Employer & provider, with an aim to encourage and support diversity, equity and inclusion and actively promote a culture that values difference and eliminates discrimination in our workplace. Additionally, Visionet is committed to promoting diversity and inclusion at all levels of the company. This policy does not form part of any contract of employment or other contract to provide services, and we may amend it at any time. Visionet encourages all employees to join us in creating a work environment that is inclusive and respectful of all individuals. The purpose of Visionet global policy is to promote equal opportunities in employment and creating a workplace culture in which diversity and inclusion is valued and everyone is treated with dignity, respect and fairness. This document outlines our commitment to achieve diversity, equity & inclusion. As part of Visionet’s zero-tolerance approach to discrimination in any form, any current / former employee or job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics), in line with any applicable Legislations. Visionet is also committed to providing equitable treatment to all those we deal with as an organisation, including customers and suppliers.

  Wellbeing

  At Visionet, our globally diverse team is our crucial asset for making the business successful across regions. This is why we take great care of our people management processes. Visionet cares for our employees’ well-being through our initiative “Balance”, where we launched multiple mental, physical, and financial wellness sessions globally. Mental Wellbeing Awareness: In Europe and UKI, we organise virtual Yoga lessons every other Friday morning, while India hosts an in-person Yoga session for our employees in the office. We continue to offer our employee bereavement leaves across regions when they go through a difficult and emotional phase in their life of losing a loved one. Maternity and paternity leave allow our employees to welcome new additions to their lives and fully adapt to this critical change in their lifestyle. We will continue offering our employees mental wellness training, such as Stress Management, Decision making, Conflict Management, etc. Visionet launched a women's development community called Women of Visionet in 2024. This community allows female employees to reach out to organizational leaders for professional coaching. Physical Wellbeing Awareness: We have excellent Medical Insurance coverage for employees and their dependents in our regions, which includes Dental, outpatient, and Vision assistance. The HR SPOCs initiate annual leave booking reminders for our employees when a year begins so that each team member can take the time and plan their time off well in advance. Employees are encouraged to participate in Marathons and represent their loved ones or Visionet in such initiatives. Visionet offers healthy snacks, breakfast and lunch options for their teams in our offices to ensure they feel motivated and taken care of and do not resort to unhealthy eating habits while working tirelessly for the organisation’s success. We have provided our employees with discounts on gym and workout facilities.

Pricing

• Price: £450 to £1,100 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.