Any Oracle and SAP System in the Amazon Cloud

Service scope

Service constraints: AWS only supports Linux and Windows. If the customer has any Oracle or SAP systems that are not on these platforms, then we would perform a platform migration so that the Oracle and SAP systems can be supported in AWS. We would perform the platform migration for you, as part of the project.
System requirements: Must be licensed for their Oracle and SAP systems

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our service desk system and the processes surrounding it are based on ITIL best practice. Each incident raised with us is allocated an Impact (High, Medium or Low) and an Urgency (High, Medium or Low). The combination of Impact and Urgency defines the Priority.

Our standard SLA includes the following Initial Response Commitments, Client Update Commitments and Target Resolution Times:

P1 Response & Resolution=10 minutes & 2 hours
P2 Response & Resolution=20 minuets & 4 hours
P3 Response & Resolution=4 hours & 3 days
P4 Response & Resolution=8 hours & 5 days
P5 Response & Resolution=3 days & 10 days
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: No
Onsite support: Onsite support
Support levels: We can provide support for your Oracle and SAP systems in the AWS Cloud either as 24/7, or just for core hours during working days, so 8am to 6pm, Monday to Friday.

We provide dedicated named consultants as part of our support service, which includes a Service Desk Manager, Support Manager, Technical Account Manager and a Lead Cloud Support engineer.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: As part of the migration of your Oracle and SAP systems to our AWS Cloud, we will provide documentation regarding access and the solution design of the system. These documents will be shared with you as part of the knowledge transfer to your users. We will also provide onsite or online training depending on your requirements.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: We do not provide an export as this will impact your business and incur downtime during the off-boarding process. At the end of the contract, we simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:

• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook
End-of-contract process: At the end of the contract, our you will meet with our exit transition team who will review the exit plan, confirm the process stages and manage the exit process. We then simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:

• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook

Using the service

Web browser interface: Yes
Using the web interface: Our Service Desk system is based on Remedyforce, which (per Gartner) is the market leading Service Desk system in the world. It is Cloud-based and we have had it configured specifically to support our Oracle and SAP customers.

Throughout the lifetime of an incident, we will provide regular progress updates. Each time that an issue is updated on our Service Desk system, an automated email is sent to the client to indicate that an update has been made. Regular updates are also provided by telephone by our Service Desk staff. On resolution of an incident, we will request approval from the client to close the call. The frequency of updates varies with the severity of the incident. However, for urgent issues of high severity, we will update you as soon as any progress is made or at a frequency to be agreed at the time. As an example, if the system is down, we may agree to call you every 15 minutes until the incident is resolved.

Our system includes a Customer Portal so that customers can track progress on any incident.
Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
Web interface accessibility testing: N/A
API: No
Command line interface: No

Scaling

Scaling available: Yes
Scaling type: Manual
Independence of resources: We proactively monitor resource usage and reallocate resources as required, to guarantee availability. We will also work with you to architect the most optimum solution, based on resource usage requirements.
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: Real-time dashboards

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 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 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
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

Hardware containing data is completely destroyed
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: Virtual Machines

Applications

Databases
Backup controls: Customers can request a custom backup schedule as part of the service definition. Standard daily backups come as standard.
Datacentre setup: Multiple datacentres with disaster recovery

Multiple datacentres

Single datacentre with multiple copies

Single datacentre
Scheduling backups: Users contact the support team to schedule backups
Backup recovery: Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

IPsec or TLS VPN gateway

Bonded fibre optic connections
Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: AWS will use commercially reasonable efforts to make the Included Products and Services each available with a Monthly Uptime Percentage (defined below) of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Products and Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for Reserved Instances) for either Amazon EC2 or Amazon EBS (whichever was Unavailable, or both if both were Unavailable) in the Region affected for the monthly billing cycle in which the Region Unavailability occurred in accordance with the schedule below.

Monthly Uptime Percentage is less than 99.99% but equal to or greater than 99.0%, then Service Credit Percentage is 10%.

Monthly Uptime Percentage is less than 99.0% but equal to or greater than 99.0%, then Service Credit Percentage is 30%.
Approach to resilience: This is available on request.
Outage reporting: Service availability will be monitored using CloudWatch and Nagios, which will be integrated with the AWS Simple Notification Service to send alerts and notifications to our Service Desk Team. Should there be an unavailability issue, then an alert is generated from the monitoring tool, which creates an incident within our Remedyforce Service Desk system. In some cases, we can set remediation action, such as if a service is down to then complete another action, such as restart the environment.

Identity and authentication

User authentication: 2-factor authentication

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Access to the customer environments for management and support channels are restricted to dedicated VPN connections followed by connecting via a dedicated Bastion host or RD Gateway. These machines are protected by AWS, and access is governed by the defined Role Based Access Controls for our support staff to ensure access is only granted where necessary and for the duration it is needed, and to ensure a full audit trail of access is recorded for the activity. We deploy the principle of least privilege, with users having the fewest possible permissions necessary to perform their job functions.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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 on a government network (for example PSN)

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: 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: QAS international
ISO/IEC 27001 accreditation date: 14/03/2024
What the ISO/IEC 27001 doesn’t cover: Anything that is not related to Oracle and SAP systems.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: No

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: Support Revolution’s management information security forum consists of key members of the management team, including the Head of Delivery who is the chairman of the forum. Any changes to these documents, must be agreed by the Head of Delivery and the Managing Director. Changes are submitted by Team Managers within the company, to the Head of Delivery. This is reviewed monthly, before any amendments are made to the document and approved. Should there be any non-conformance recorded which requires a change to procedures and process immediately, then this is presented to the Head of Delivery for an immediate update to the document.

A copy of the Security Policy is made available to all staff currently employed, or when they join Support Revolution. Individual sections of the Security Policy are updated as required and are available on the Support Revolution Intranet site. All members of Support Revolution are expected to be familiar with and to comply with the Security Policy always. The Head of Delivery will, in the first instance, be responsible for interpretation and clarification of the Security Policy. All members who have supervisory responsibility are required to actively promote best practice amongst their supervised staff.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: AWS Config is used to provide a detailed view of the configuration of the AWS resources in our customers accounts, including how resources are related to one another and how they are configured. This tool is used to ensure governance over the resource configurations, meet auditing and compliance, managing and troubleshooting configuration changes and security analysis. AWS CloudFormation is used manage the environments with the use of templates, which are checked in to AWS CodeCommit, to strictly govern versions. All change is governed by our internal Change Advisory Board (CAB), and everything is tested before signed off into production.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Amazon Inspector, and AWS Trusted Advisor are used for security, which continually monitor the systems for compliance and vulnerabilities. Additionally we architect the system with additional layers of security using third party IDS/IPS tools security tools, such as Trend Micro. These tools are constantly updated with the latest vulnerabilities, and threats are identified from published CVE’s. We can quickly deploy responses to any vulnerabilities instantly by using virtual patching within hours.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: We monitor systems using a combination of tools which include, Nagios, Trend Micro and Cloud Watch. For example, if any thresholds are breached, and or any security alerts are identified, our service desk receives automatic notification of these alerts and an incident is raised. These are delivered in the form of email and SMS text messages to our support staff, delivered via AWS Simple Notification Service (SNS). Response to these incidents is within our SLA’s and fully audited.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Our system is Cloud-based available 24/7. Customers contact the Service Desk through, Email, Phone, or Portal.
When a ticket is raised, it is triaged and the SLA is set. Then allocated to a consultant with the appropriate level of skill and availability. An automated email is generated and sent with the details of the ticket including the unique number, date, time raised and the description.
Our system includes a Customer Portal to track progress on any incident in real-time. The system includes detailed reporting of tickets raised and closed, our SLA performance, Data is gathered automatically and displayed in dashboards.

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 v3.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Yes, AWS Data Centers adhere to the EU Code of Conduct for Energy Efficient datacenters

Social Value

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

Fighting climate change

Support Revolution Ltd considers respect for the environment an important business responsibility and encourages all employees to take an interest in the protection of the environment.

Support Revolution will ensure that the company complies with appropriate legislation & regulations, will identify & evaluate environmental effects associated with infrastructure & supply of Oracle & SAP consultancy, instillation, and support in order to control and reduce any environmental impact.

Ensure the responsible use of natural resources and the minimalization of waste and energy consumption.

Implement the training of employees to ensure that they are environmentally aware and that neither they, the community nor the environment are exposed to harm as a result of Support Revolution operations.

Support Revolution Ltd is committed to the continual improvement of its performance by the monitoring of environmental issues and through involvement with customers, suppliers, regulatory authorities and the community.

Covid-19 recovery

The company policy includes the measures we are actively taking to mitigate the spread of coronavirus. You are kindly requested to follow these rules diligently, to sustain a healthy and safe workplace in this unique environment. It is important that we all respond responsibly and transparently to these health precautions. This policy will remain in force until further notice and is susceptible to changes with the introduction of additional governmental guidelines. If so, we will update you as soon as possible by email. This policy will be kept under review to ensure that a safe place of work is maintained at all times.

Tackling economic inequality

Support Revolution tackles economic equality through various approaches. For example, all employees receive fair and equal pay using transparent salary bandings. All benefits and perks, including parental leave, Employee Assistance Programmes, and flexible working arrangements, ensure we have a multi-faceted approach. Furthermore, our career development programmes adhere to our equal opportunities policy and training and development is encouraged and available to all employees

Equal opportunity

The Company is an equal opportunities employer and it is committed to treating all of its employees and job applicants equally.

It is the policy of the Company to take all reasonable steps to employ and promote employees on the basis of their abilities and qualifications without regard to race, religion, colour, sex, age, national origin, disability or sexual orientation. The Company will appoint, train, develop and promote on the basis of merit and ability alone.

Employees have a duty to co-operate with the Company to ensure that this policy is effective to ensure equal opportunities and to prevent discrimination. Action under the Company’s disciplinary procedure will be taken against any employee who is found to have committed an act of improper discrimination. Serious breaches of the equal opportunities policy will be treated as a gross misconduct and could render the employee liable to summary dismissal.

Employees must not harass or intimidate other employees on the grounds of race, religion, colour, sex, age, national origin, disability or sexual orientation. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure.

Employees should draw the attention of their line manager to suspected discriminatory acts or practices. Employees must not victimise or retaliate against an employee who has made allegations or complaints of sex or racial discrimination, or discrimination on the grounds of disability or sexual orientation or provide information about such discrimination. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure. Employees should support colleagues who suffer such treatment and are making a complaint.

Wellbeing

Our commitment to our Employees:
• To support and understand employee well-being, ensuring staff are encouraged to maintain an appropriate work-life balance.
• To support and encourage employees to be involved in charitable activities within the local community.
• To ensure that employees have the opportunity to realise their full potential and have the tools necessary to develop and grow through training, both compulsory and optional.
• To operate an open door policy allowing employees to raise any concerns with line managers and HR and to ensure that employees are not victimised for doing so.
• To ensure that each employee’s traditions and beliefs are respected, and encourage and promote diversity throughout the organisation.
• To maintain communication with employees so as to ensure this and all other policies are actively exercised.
• To encourage employees to ‘think outside of the box’ and offer suggestions as to how any policy or process can be improved.
• To reward employees for hard work and innovative thinking should the idea help in the running of the business.
• To protect each employee or supplier from third parties who may become abusive; this includes customers, suppliers and the general public.
• To make certain that all employees are aware of the impact that we as a business and they as individuals have on the external environment.

Pricing

Price: £1,000 a unit a year
Discount for educational organisations: No
Free trial available: No

Any Oracle and SAP System in the Amazon Cloud

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Any Oracle and SAP System in the Amazon Cloud

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents