NVT Group

Concepta Remote Monitoring & Management (RMM)

Concepta RMM is an application that is able to monitor and report on wellness information from IT infrastructures and present the status in a visual display.

Features

• Concepta RMM provides actionable insight, in real-time, on health status.
• Concepta RMM can integrate contextual information to help inform decisions.
• Delivers real-time visual data and analytics.
• Agile, responsive and effective support services from NVT Group.

Benefits

• Tailored to meet your needs, monitoring security, capacity and performance.
• Allows for better support decisions, more quickly, more often.

£2.50 to £2.50 a device 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 public_sector@nvt.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

824857619364537

Contact

Dougie Weir
01698 749000
public_sector@nvt.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No such service constraints.
• System requirements:
  • Software licenses are available to purchase.
  • Web access is required.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard SLA response times are as follows:; ; Priority 1 (Critical) - 1 Hr Target Response Time; Priority 2 (High) - 2 Hr Target Response Time; Priority 3 (Medium) - 4 Hr Target Response Time; Priority 4 (Low) - 8 Hr Target Response Time; Service Request - 3 Days Target Response Time; Change Request - Variable
• 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: Concepta RMM is bundled with a NVT Group 24/7 service wrapper. Therefore there is only one level of support applicable. Each client will be allocated an Technical Account Manager who will deal with the day to day technical aspects of the contract.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: NVT Group will engage initially in a brief due diligence to ascertain the scope and breadth of the Concepta RMM solution. Once the solution is implemented, training sessions will be arranged with the client support staff to ensure that all are au fait with the technology.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Historical data will be provided on the client's preferred media then subjected to destruction during decommissioning process.
• End-of-contract process: Decommissioning process is instigated which removes all touch points across the client enterprise and downloads any historic data that the client may want to retrieve and retain. Any remaining data is then subjected to destruction.

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: No difference.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Concepta RMM interface presents the status of IT infrastructures in a visual format.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Information on testing can be provided on request, via the associated vendor.
• API: No
• Customisation available: Yes
• Description of customisation: This is a dashboard product which can be customised to the clients requirements by NVT support teams, or indeed by the client.

Scaling

• Independence of resources: Each customer has their own independent private cloud portal and these are deployed across multiple highly available AWS datacentres. ; Due to the overall resources available in these datacentres, processing is expandable readily whenever any resource reaches 60% utilisation, therefore no single instance is impacted by another instances' demand.

Analytics

• Service usage metrics: No

Resellers

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

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• 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: Concepta RMM is not a data storage platform, however any data generated by the analytics process will be erased and historical data can be provided on the clients preferred media then subjected to destruction during decommissioning process.
• Data export formats: Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Concepta RMM is hosted within AWS data centres, providing high availability, resilience and data centre failover across the AWS environment. All this means we can guarantee 99.99% availability.
• Approach to resilience: Concepta RMM is hosted in AWS data centres.; ; Information about resilience is available on request.
• Outage reporting: Any service outages are reported via our Information Technology Service Management (ITSM) system which automatically alerts clients via email and client web portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is stringently restricted by way of federated active directory services and two factor authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Exova BM Trada
• ISO/IEC 27001 accreditation date: 06/08/2015
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: NVT Group are certified for ISO27001 and as such have a set of policies and processes in place to ensure compliance. NVT Group have an appointed Compliance officer to interface with the management on security aspects and also is the conduit to the UKAS accredited audit partner.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our certified standards ISO9001, & ISO27001 define our configuration and change management processes and procedures are fit for purpose. Each change request is logged and tracked through our call management application, subject to approval and manged to successful implementation or conclusion.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service is protected by various cyber security defence solutions.; If the environment is compromised, the solution protects the internal environment from any cyber security threats and shuts down the attack immediately.; Patches are deployed in real time, as and when required. Regarding potential threats, the dark web is monitored and any potential threats are highlighted and patches deployed to our service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential compromises are identified using leading cyber defence solutions.; ; The solutions detect and prevent intrusions and provide alerts to security teams to action any remediation work in real time.; ; For all alerts, a resolution devised and an implementation plan agreed. If a resolution is not readily available then a work-around can be put in place whilst a permanent resolution is sought and actioned.
• Incident management type: Supplier-defined controls
• Incident management approach: NVT Group operate a Customer Service desk and this is the hub for reporting and managing Incidents. Incidents can be reported either by phone or via our IT Services Management (ITSM) platform.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Please enquire with us directly about our social value activities and commitments.

  Covid-19 recovery

  Please enquire with us directly about our social value activities and commitments.

  Tackling economic inequality

  Please enquire with us directly about our social value activities and commitments.

  Equal opportunity

  Please enquire with us directly about our social value activities and commitments.

  Wellbeing

  Please enquire with us directly about our social value activities and commitments.

Pricing

• Price: £2.50 to £2.50 a device a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: NVT can provide a Proof of Concept trial which will provide the client with a 30 day limited trial period with all features included.

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 public_sector@nvt.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.