ACUTEC LIMITED

Microsoft Infrastructure As A Service

Take advantage of IT cost savings, improved productivity, and optimised performance when you use our customer enablement resources.

Features

• Microsoft Azure
• Remote IT Hosting
• Azure desktop hosting
• Scalable Infrastructure
• Power platform cloud services
• Power BI
• Azure Hybrid
• Azure migration
• Disaster recovery and back up

Benefits

• Improved digital transformation
• Designed architecture and enhanced resiliency
• Smooth transition from legacy systems
• Simplified operations
• World Class security
• Comprehensive compliance coverage
• Simplified disaster recovery and back up

£30 to £80 a user a month

• Education pricing available
• 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 chris.roche@acutec.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

803429157977777

Contact

Mr Chris Roche
01675469020
chris.roche@acutec.co.uk

Service scope

• Service constraints: Service desk support provided Monday – Friday between 08.00 and 18.00. (excluding Bank Holidays). Onsite support provided Monday – Friday between 08.00 and 18.00 for ‘Critical’ P1 incidents within 4 business hours. Includes all parts and labour (excluding consumables) Clients with support Contracts are entitled to unlimited telephone and remote support within their Service Level Agreement The above support agreement will automatically be renewed on the anniversary, should you wish to opt out, you must provide written notice no less than 3 months prior to renewal date
• System requirements:
  • Microsoft Licencing required
  • Microsoft subscription
  • ACUTEC security package selection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute response during office hours Monday - Friday 8am - 6pm
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Users can chat with an engineer via webchat
• Web chat accessibility testing: Not applicable
• Onsite support: Yes, at extra cost
• Support levels: We provide a technical account manager or cloud support engineer Service desk support provided Monday – Friday between 08.00 and 18.00. (excluding Bank Holidays). Onsite support provided Monday – Friday between 08.00 and 18.00 for ‘Critical’ P1 incidents within 4 business hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full face to face set up, onboarding and training is available on site. Online training can be utilised as an alternative to face to face training if required
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A ticket must be logged with ACUTEC service desk and data can be extracted with 24 hours
• End-of-contract process: The contract is usually on a 12 month, rolling basis, which automatically reviews unless cancelled with 3 months notice

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Being a cloud based system, in partnership with Microsoft, we have infinite resources available to guarantee service without disruption
• 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: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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
• Backup controls: User controls backup schedule
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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: SLA is 99.95% availability depending upon the service in use; ; Monthly Uptime Percentage for a given Database is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given Microsoft Azure subscription. Monthly Uptime Percentage is represented by the following formula:; ; Monthly Uptime %= 100 * (Maximum Available Minutes-Downtime) / Maximum Available Minutes; ; The following Service Levels and Service Credits are applicable to Customer's use of the General Purpose, Business Critical or Premium tiers of the SQL Database Service configured for Zone Redundant Deployments:; ; < 99.995% 10%; < 99% 25%; < 95% 100%
• Approach to resilience: Available on request
• Outage reporting: Reporting is available within the interface and/or by email if required

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Password controlled management reporting tools allow access for management to view and amend data and privileges
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through: 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 have access to real-time 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: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QSL
• ISO/IEC 27001 accreditation date: 08/02/2022
• What the ISO/IEC 27001 doesn’t cover: All services are covered by ISO270001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: ISO27001

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: We collate all requirements to ensure that relevant components are tracked in conjunction with a timeframe for releasing updates, where applicable. We manage internal and external testing of components and the system periodically using a staging website, encoded within Azure and encrypted database with SSL certificates.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We perform regression testing in house to asses potential threats and also employ penetration testing by third party to thoroughly mitigate external threats. Up to date patches are deployed dependent on the severity of the threat, with 2 hours if critical. We actively monitor Microsoft threat release documentation to ensure we are aware of potential external factors which may affect service as well as monitoring Common Vulnerabilities and Exceptions (CVE) lists to find security issues. Additionally, we monitor the package maintainer's release schedules for security vulnerabilities and releases.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Identification of compromises can be via user notification or by monitoring of internal logs within system. This process is automated. Depending on severity, response is within 15 mins for critical incidents, with the incident being logged, and affected users informed electronically. Reporting can be added to this process for management and all users are informed once the system is fully operational.
• Incident management type: Undisclosed
• Incident management approach: As the system is bespoke in nature, there is no pre defined process. Users can report issues through the system or through the ACUTEC helpdesk, where reports can be issued to management

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: No

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  At the heart of ACUTECs ethos lies a profound commitment to fostering opportunity, entrepreneurship and through our delivery of wholistic technology solutions for business facilitating the growth of emerging enterprises, thereby contributing to the economic vitality within our region. We have strategically forged robust connections with various community entities, academic institutions, and vocational training providers, leveraging these alliances to stimulate a conducive environment for person development and promoting a diverse workforce.; One pivotal aspect of our approach is the creation of employment avenues, especially targeting individuals encountering impediments to workforce entry and those situated in economically disadvantaged locations. By proactively engaging with such demographics, we endeavour to dismantle barriers to employment and forge a spirit of inclusivity within our operation.; In collaboration with esteemed institutions like Birmingham City University, we are embarking on initiatives aimed at establishing pathways for students hailing from underprivileged backgrounds to access placement opportunities within ACUTEC's range of departments including technology, sales, and business finance. Our concerted efforts, including active participation in university-hosted career expos and sustained dialogue with faculty and student bodies, are designed to not only cultivate professional growth but also address the prevailing skills deficit endemic to the technology sector.; Our relationships within the supply chain ecosystem enable us to offer industry-recognised certifications and qualifications. By harnessing the collective expertise and resources of our partners, we are able to equip budding professionals with the requisite skills and credentials vital for success in today's competitive landscape.; The multifaceted approach ACUTEC have adopted to nurturing students, apprentices and general workforce goes beyond business interests, embodying a steadfast commitment to social responsibility and sustainable economic development. Through close collaborations and targeted interventions, we aspire to create a transformative ripple effect, encouraging the emergence of thriving employees and apprentices and fostering a climate of prosperity for all.

Pricing

• Price: £30 to £80 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: An initial trial version is available for 30 days

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 chris.roche@acutec.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.