THE SERVER LABS LTD

Atlassian Tools Hosting (Jira, Confluence, Bitbucket, Bamboo)

Atlassian products such as Jira, Confluence, Bitbucket and Bamboo form the backbone of Atlassian Devops. Thousands of teams choose Atlassian tools to capture and organize issues, assign work, and follow team activity. Clouds supported: AWS, Google Compute Engine, Azure, Atlassian Cloud

Features

• Atlassian tools: Jira Software, Confluence, BitBucket, Bamboo, Crowd
• First step to Continous Delivery
• Access via Internet, VPN or Government Network
• Supported clouds: AWS, Azure, Google
• Secure Hosting in UK or EU Datacentres
• Architecture deployed by Atlassian Experts

Benefits

• No on-premise installation. Get up and running straight away
• Gives power back to your development teams
• Shortened delivery cycles
• Secure, accesible from anywhere
• Access from all devices, PC, Tablet, IOS, Android

• Free trial available

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

Framework

G-Cloud 15

Service ID

710911764674022

Contact

Chris Mlynarczyk
07795100733
sales@theserverlabs.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Enterprise portals and digital workspaces

  • Integrated Employee Workspaces
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: Atlassian SaaS (Cloud) tools are hosted on Amazon Web Services (AWS). The data is located in AWS data centers in multiple regions worldwide, and customers with eligible plans can choose where their in-scope data is stored through data residency options.
• System requirements:
  • A modern web browser (Chrome, Firefox, Edge, Safari) is needed
  • Local clients are on versions compatible with standard repository protocols.
  • Ensure your corporate network allows traffic to Atlassian SaaS environment:
  • Stable internet connection and sufficient bandwidth for artifact uploads/downloads.

User support

• Email or online ticketing support: Yes
• Support response times: This depends on the severity of the trouble ticket, the following is a summary, but we have a more detailed service model document we can provide:; ; Severity level 1: <= 2hrs; S2 <= 4hrs; S3 <= 12hrs; S4 <= 24hrs; S5 <= 48hrs
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Please. refer to the supporting document TSL Managed Service Support Model for a full description of support offering. TSL provide 8x5 and 24x7 support levels The cost of support levels depends on the scope of the project delivered, and the support models the client requires. For example, we can offer support as a percentage of the price to the customer. In which case, 5x8 support is between 10% and 20%, whereas 24x7 is between 25% and 35%. We also offer fixed fee, and also hourly support models. For hourly support models, the cost is between £90 and £120 an hour. TSL can provide a technical account manager or cloud support engineer, but this is a costed extra for 8x5.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online training and user documentation is available from Atlassian, please refer to the Atlassian website for further information
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: To extract data from Atlassian at the end of a contract, you must use the built-in export tools before your subscription ends. After termination, Atlassian deactivates the account within 15-17 days and permanently deletes all data after a specific retention period (typically 60 days for Cloud Free, Standard, and Premium plans), making it unrecoverable. ; ; It is highly recommended to contact TSL or JFrog Support well in advance of your contract end date to discuss your specific data extraction needs and ensure a smooth process, especially for large data volumes or full system exports from a SaaS environment. They can provide specific instructions and guidance tailored to your SaaS setup.
• End-of-contract process: The price of the contract covers the Atlassian license and committed data storage/transfer rates. Along with wrap-around support.; ; As mentioned above, its advisable the client provides notice of non-renewal and then our team will work with the client to ensure client data is offboarded, this would be covered as part of support contract.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Users can access either via web browser or via the dedicated mobile app
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: No
• Customisation available: Yes
• Description of customisation: By choice of different options, through changes to the GUI

Scaling

• Independence of resources: This is managed via the AWS data transfer and data storage rates the clients signs up for. If more resources are used, these will be allocated on demand from the AWS platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes, Atlassian offers a variety of service usage metrics across its products for both Cloud and Data Center deployments. These metrics allow administrators and teams to monitor usage, track performance, and make data-driven decisions. ; Please refer to JFROG website for further information on the broad range of metrics available.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: JFROG

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: See answer above for end of contract data export, Please refer to Atlassian website for further information on user export of data.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .CSV
  • XML
  • HTML
  • Excel
  • ,pdf
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • Excel
  • .CSV
  • Database imports

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The standard availability Service Level Agreement (SLA) for Atlassian Artifactory SaaS is 99.9% uptime. For premier 99.95%. Credits are available if SLA's are missed.
• Approach to resilience: This information is available on request
• Outage reporting: Included Services: The SaaS offering is a fully managed service, which includes 24/7 monitoring and support, automatic updates, and disaster recovery as part of the enterprise-grade SLA. Please refer to the Atlassian website for further information.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Atlassian restricts access to its internal management interfaces and support channels through a comprehensive, layered security model based on the principle of Zero Trust and role-based access control (RBAC). ; ; Please refer to Atlassian website and contact Atlassian for further information on how access restrictions are enforced
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Atlassian & TSL are ISO 27001 accredited companies. TSL have a fully UKAS audited ISMS, with 24 ISMS policies that are ISO 27001:2022 audited on a yearly basis, TSL have now been an ISO 27001 certified organisation for six years. ; ; We can provide further information on our ISO 27001 ISMS on application.; ; In addition, TSL recently ugraded their Cyber Essentials certification to the fully audited Cyber Essential Plus certification.; ; TSL have an Information Security Committee, which meets monthly. It has an ISO who reports to the CEO, with the CEO being the designated DPO. TSL run internal ISO 27001 audits twice a year.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Atlassian's approach to configuration and change management (CCM) centers on using its integrated platform (Jira, Assets, Bitbucket) to unify IT Service Management (ITSM) and DevOps, providing a single source of truth for assets, automating workflows (like CI/CD for config), and standardizing processes for low-risk (Standard), review-based (Normal), and urgent (Emergency) changes, bridging Dev and Ops for faster, compliant, and more transparent service delivery. Key aspects include CMDBs for risk assessment, GitOps for automated deployments, and collaborative workflows for approvals, ensuring all changes are tracked from request to implementation.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Atlassian's vulnerability management is a comprehensive, multi-layered process using best-of-breed tools (like CrowdStrike, Tenable, Docker security) for continuous scanning of products, infrastructure, and third-party dependencies, followed by a centralized Jira system for tracking, prioritizing (using CVSS), and remediating issues, working closely with Marketplace developers via the AMS project for app-specific vulnerabilities, all while engaging external researchers via bug bounties and pen tests.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Atlassian's monitoring approach involves a combination of built-in tools, third-party integrations, and best practices for various environments (Cloud and Data Center/Server) to ensure performance, availability, and security. A core part of their philosophy is using their own products, like Jira and Confluence, for internal incident management and process documentation. ; For more detailed information, please refer to the Atlassian website
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: TSL have an incident management platform which is part of its ISO 27001 ISMS. The incident management platform is built in Jira Service Desk. It has specifically defined processes for information security incidents and breaches. Users report incidents to the ISO and his deputies (other members of the ISC). We provide incident reports directly from Jira and to the staff via Slack. In addition we have an incident and non conformity log, which is tracked and reported via an agreed set of security KPI's.; ; For Atlassian ISO 27001 ISMS, please refer to the Atlassian website for further information
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full feature access, typically for 14 days, but can be extended to 30 days

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS/CFA
• ISO/IEC 27001 accreditation date: Friday 2 August 2024
• What the ISO/IEC 27001 doesn’t cover: All Information systems within TSL are covered by the TSL Information Security Management System. TSL is a virtual company, there are no other systems or infrastructure.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F03cb052-a3b2-410f-83f9-671bcbc18a63
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 37c834c7-be6d-481f-9446-ec86bcbc3033
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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