Support Revolution Limited

Any SAP System in the Azure Cloud

We will migrate your SAP systems from an on-premise or cloud environment to our Azure hosted cloud. We will then provide support for your SAP systems in our Azure Cloud.

Features

• Remote access
• Real-time reporting
• Monitoring of SAP systems 24/7
• Easy to scale compute and storage either up or down
• Secured systems

Benefits

• High Availability of SAP systems
• Quickly able to fail-over to a disaster recovery zone
• Able to add and decommission environments quickly
• Able to reduce total cost of ownership
• Easy to audit for compliance

£1,000 a unit

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

Framework

G-Cloud 13

Service ID

821544414266113

Contact

Support Revolution
01635 86 86 87
info@supportrevolution.com

Service scope

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

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our RemedyForce 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 SLA includes the following Target Response Times and Target Resolution Times:; ; P1 Response & Resolution=15 minutes & 2 hours; P2 Response & Resolution=1 hour & 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 A
• 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 SAP systems in our Azure Cloud either as 24/7, or just for working hours during working days, so 8am to 6pm, Monday to Friday.; ; We provide dedicated named contacts 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 SAP systems to our Azure 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 Azure 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:; ; • Azure Virtual Networks Build documentation; • Azure Compute Build documentation; • Azure 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, we simply transfer your Azure subscription(s) associated with the service to an Azure account owned by your business. This ensures that there is no disruption, and the system will remain fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:; ; • Azure Virtual Networks Build documentation; • Azure Compute Build documentation; • Azure 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 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 A
• 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
  • 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: Standard Azure Compute instances have an availability of 99.9%, and using Azure Availability sets to deploy across multiple regions this level is increased to 99.99%. By deploying the Compute and Storage so that it spans multiple regions and by using Data Guard to protect the databases, we can supply an RPO of 1 hour and RTO of 4 hours.; ; The following Service Levels and Service Credits are applicable to Customer’s use of Virtual Machines, deployed across two or more Availability Zones in the same region:; ; If the monthly uptime percentage is less than 99.99%, a service credit of 10% is available.; ; If the monthly uptime percentage is less than 99%, a service credit of 25% is available.; ; If the monthly uptime percentage is less than 95%, a service credit of 100% is available.
• Approach to resilience: This is available on request.
• Outage reporting: Service availability will be monitored using Azure Monitor and Nagios, which will 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
  • 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 Windows RDP Gateway. These machines are protected by Azure Just In Time VM access to lock down access to the management ports, except where access is needed to perform duties. This is governed by the defined Role Based Access Controls for our support staff to ensure that 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.
• 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 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: 14/04/2022
• What the ISO/IEC 27001 doesn’t cover: Anything that is not related to 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: Azure resources in our customers accounts are managed and monitored using the Azure portal, including how resources are related to one another and how they are configured. Azure Resource Manager is used to ensure governance over the resource configurations, and for managing and troubleshooting configuration changes. Azure Security Centre is used for auditing and compliance, and security analysis. Azure Resource Manager Templates are used to manage the environments, which are checked in to private GitHub repositories 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: Azure Security Center continually monitors the deployed 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 such as Nagios, Trend Micro and Azure Security Center. 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 Azure Alerts through Azure Action Groups specific to the customer. 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 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 SAP customers.; ; Our support customers can contact the Service Desk through the following ways:; ; o Email; o Telephone:; o Self-service in Remedyforce; ; Our system includes a Customer Portal so that customers can track progress on any incident and can see the status of their incidents in real-time. A monthly support report is issued to all customers which provides details on incidents.

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: NA

Social Value

• Fighting climate change:

  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:

  Covid-19 recovery

  This 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.
• Equal opportunity:

  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.

Pricing

• Price: £1,000 a unit
• Discount for educational organisations: No
• 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 info@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.