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  2. Lot 1: Cloud hosting
  3. TCN Microsoft Azure Managed services
TOTAL COMPUTER NETWORKS LTD

TCN Microsoft Azure Managed services

Total Computers offers range of support options for Microsoft Azure that are designed for customers that need assistance in managing their Cloud environment. Whether customers are deploying Identity solutions, email services, Infrastructure and applications on Azure, Total Computers can assist with this journey and Continual Improvement of the cloud environment.

Features

  • Identity Management
  • Availability
  • Capacity - expand as and whe required
  • Data Resiliency
  • Sinmgle Pane Operations

Benefits

  • OPEX pricing model that can easily scale with business demand
  • Business as Usual” Management and Maintenance
  • Continual Improvement of your cloud environment improving business efficiency
  • Team of Azure experts available 24/7/365
  • Decrease in Administration overhead

Pricing

£13 a user

Service documents

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

Framework

G-Cloud 13

Service ID

8 7 0 6 8 9 5 9 8 9 1 2 9 0 5

Contact

TOTAL COMPUTER NETWORKS LTD STUART CURSON
Telephone: 0345 647 1107
Email: pstenders@totalcomputers.co.uk

Service scope

Service constraints
Deployment locations and sizes constrained to Azure locations.
System requirements
  • Office 365/EMS Licensing has been purchased and is available
  • Azure Subscription has been setup and is available for user

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to all tickets within 30min but tailor SLA based on customer requirements

See https://azure.microsoft.com/en-gb/support/plans/
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
We have a 4 tier support levels.

The first line support team are a key asset to the Service Desk capability and responsible for the monitoring of the resolution process of all registered Requests and Incidents– in effect the IT Service Desk is the owner of all Incidents. The first line support team plays an important role in the Incident Management process as all Incidents are reported to and registered by the IT Service Desk.

Our 2nd Line Support is responsible for escalations and on-site and ‘at desk’ support with key responsibilities include receiving escalated calls from 1st line to provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service, perform a technical diagnosis and fix the issue either remotely or on-site.

The 3rd Line Support Team has the responsibility of proactively monitoring and the resolution of any Incidents within the Data Centre and its infrastructure hence looking at Problem Tickets, Change Management and providing improvement to the existing estate.

4th line tier is our consultancy who support with any issues or large design changes to the estate.

All customers are assigned an Account Manager and a technical lead engineer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The purpose of on-boarding and service transition is to plan the implementation of the service, deploy it and release it to live operation in a structured, coordinated and efficient way for users to start using the new service.

There are a number of activities which get documented and we coordinate and manage the capacity and resources required to plan, deploy and release the designed service in to live operational use. Provide a consistent and rigorous framework for identifying, managing and mitigating risk during entry in to live service. Manage the process of effective and efficient knowledge transfer in order to support the delivery of the new or changed service. Ensure that the service can be managed, operated and supporting users in accordance with the service design once in live operational use.

As for users we have a comprehensive communication plan ensuring users are aware of any new or changes services. We provide user guide documentations for the service and frequently asked F&Qs which are available via the Client Portal.

Onsite workshops are also scheduled with a group of users and provide floor walkers when service goes live during early life support.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
This is done on a case by case basis and we will review request, plan and accommodate accordingly
End-of-contract process
Each Party will appoint an Exit Manager and provide written confirmation of such appointment to the other Party within three (3) months of the date of termination pursuant to the Agreement.

TCN shall, throughout the duration of the agreement, maintain and update the Exit Plan and promptly provide the Customer with a copy of the Exit Plan as updated from time to time.

The Parties shall review the Exit Plan on an annual basis. TCN shall prepare an updated version of the Exit Plan following each such review. TCN shall, in addition, update and amend the Exit Plan as required from time to time, in respect of any agreed change where an impact on the Exit Plan is identified.

Changes to the Exit Plan may also be proposed by either Party in accordance with the Change Management Process.

The Exit Plan will document all reasonable steps and associated timeframes that the Parties will take in the event of exit.

Exit and end of contract will be subject to contract terms but if anything is outside of the agreed exit plan then it will be reviewed and agreed on a required basis with associated costs.

Using the service

Web browser interface
No
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
Standard Azure Rm interface - see below link for more information
https://docs.microsoft.com/en-us/powershell/azure/overview?view=azps-2.0.0

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Total Computers Proactively monitor and ensure sufficient capacity is on place for systems where automatic scaling is not an option.

TCN and the Customer will jointly agree appropriate capacity thresholds and document these in the Operating Manual. The Service Desk will continuously monitor the available capacity and pro-actively alert the customer when capacity thresholds have been triggered and plan accordingly via change control.

Automatic scaling is used where available.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • 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
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
User control over data storage and processing locations
No
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
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Files & Data
  • Virtual Machines
Backup controls
Backups are defined as a service level at inception of the service.
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 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
Other
Other protection between networks
Customer network is separate to TCN.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Service availability is dependent on the resilience infrastructure by Microsoft who are the proprietor of the aforementioned cloud services delivered to our customers.

The below refers to each component of the cloud service.
Virtual Machines
https://azure.microsoft.com/en-b/support/legal/sla/virtual-machines/v1_6/
Networking https://azure.microsoft.com/en-b/support/legal/sla/expressroute/v1_3/
Azure Backup - https://azure.microsoft.com/en-b/support/legal/sla/backup/v1_0/

If TCN fails:
• Meet the monthly service levels for any of P1, P2 or P3 on three or more occasions during any rolling six-month period, or,
• A P1 outage lasts more than 8 Extended Working Hours or a P2 outage lasts more than 16 Extended Working Hours (the calculation of the time elapsed shall pause at the end of the Extended Working Hours at the end of each day and shall resume at the start of the next Extended Working Hours where the outage is continuous or a failure occurs repeatedly), or the maximum service credit is reached then the

Availability is calculated on a calendar monthly basis using a 730-hour month and the following formula:

P=(730 Hours-A)/(730 Hours) x10

P = Percentage availability
A = Sum of all unplanned events of unavailability in that month measured in hours.

Unavailability is measured from the time an incident ticket is raised to the time availability is restored.
Approach to resilience
Available on Request
Outage reporting
At Total Computers any outages are reported via our Client Portal news flash and also email alerts.

If an outage has an adverse impact across the business then a P1 ticket is logged by which customers will be notified and key stakeholders get a text message on mobiles, and contacted via phone either by a Service Delivery Manager or a Technical Services Manager with 30min updates through the lifecycle of the outage.

Identity and authentication

User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Azure Active Directory is Microsoft’s multi-tenant cloud based directory and identity management service. Azure-AD provides an affordable, easy to use solution to give employees and business partners single sign-on (SSO) access to thousands of cloud SaaS Applications like Office365, Salesforce.com, DropBox, and Concur. For application developers, Azure-AD lets you focus on building your application by making it fast and simple to integrate with a world class identity management solution used by millions of organizations. Azure-AD also includes a full suite of identity management capabilities including multi-factor authentication, device registration, self-service password management, self-service group management, privileged account management.

https://docs.microsoft.com/en-us/azure/active-directory/active-directory-whatis"
Access restrictions in management interfaces and support channels
Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell.

https://docs.microsoft.com/en-us/azure/active-directory/active-directory-assign-admin-roles"
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

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
BSI
ISO/IEC 27001 accreditation date
2017
What the ISO/IEC 27001 doesn’t cover
Please engage to understand further
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Security Metrics https://www.securitymetrics.com/
PCI DSS accreditation date
2018
What the PCI DSS doesn’t cover
Available on request via our Finance Director
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
We have the below certifications but not limited and can provide a full list upon request:

• ISO 20000
• ISO 27001
• ISO 9001
• Cyber Essentials Certified
• CCS Approved supplier
• G Cloud approved supplier
• CPC framework suppliers for Networking and infrastructure

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our Configuration Management process is to ensure that the assets required to deliver services are properly controlled. All services are tracked throughout the lifetime and when either retired or replaced the CMDB is a live database thus ensuring the assets are always kept up to date.

All changes made to the environment is delivered following a standardised quality process, in an efficient and timely manner with minimum risk or disruption to the business whilst maintaining system stability and ensuring security is considered and reviewed.

Robust process for both Configuration and Change Management available
Vulnerability management type
Undisclosed
Vulnerability management approach
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
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
TCN defines the purpose of Incident Management to restore normal service operation as quickly as possible and minimise the adverse impact on business operations.

All incidents can be logged via the TCN service Desk via web, email or phone. The Service Desk is responsible for the monitoring of the resolution process of all registered Incidents.

We provide incident reporting through Monthly Service Reports associated with SLA and/or Major Incident Reports which details an outage or a P1 incident

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
Hyper-V
How shared infrastructure is kept separate
Utilising standard separation of Azure each tenant is kept entirely secured from other tenants.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Microsoft Azure Datacentres adhere to the EU Code of Conduct for Energy Efficient Datacentres.

Social Value

Fighting climate change

Fighting climate change

TCN are committed to providing a quality service in a manner that ensures a safe and healthy workplace for our employees and minimises our potential impact on the environment. We operate in compliance with all relevant environmental legislation and strive to use pollution prevention and environmental best practices. A copy of our Environmental Policy is disseminated to all new staff members and made available for anyone wishing to view it again on our central file sharing system. There are also copies of the policy and environmental reminders placed around the offices to encourage staff and visitors to be mindful of their impact.
We maintain a live register of our environmental aspects and impacts across the organisation, enabling us to identify the areas of our business that pose the most significant threats to the environment. In combination with regular environmental audits, this gives us an opportunity to continuously look for ways of cutting waste, both physical waste products and inefficiencies in our processes.
We have recently partnered with an energy consulting company who are assisting us in our sustainability journey. This partnership means we are now registered with the Net Zero Club (NCZ) and are working towards our SBTi submission as well as ISO 14001 certification.
Some current initiatives include reducing packaging to fit more products onto each delivery or into smaller vehicles, using couriers who use electric vehicles, and offer products/services from manufacturers that will reduce our customer’s overall energy consumption in order to support their own environmental initiatives.
Covid-19 recovery

Covid-19 recovery

TCN produced a COVID-19 Policy, underpinned by our ISO 9001 certification, that outlines the steps we have taken to mitigate the risks to our business and how we are managing the changing threat, which applies to employees, customers and third parties.
We have put processes into place to minimise disruption to our customers as much as possible as a result from supply chain issues. We advise to our customers, wherever possible, to place orders as soon as possible while goods are in stock. Utilising our warehouse, many customers hold stock with us to call-off when needed, ensuring they have the stock they will require for their projects as well as guaranteeing delivery by project deadlines.
We are also transparent with all our customers on stock levels, offer updates when stock levels change for products that a customer is currently deciding on, and offer alternative products that we know either meet or exceed the customers' requirements and can be delivered on a shorter lead time. Distributors have also been holding more stock, as and when it is available, in order to ensure they can still supply goods to resellers.
TCN’s internal workings have also been altered to ensure continuity of service. While a staff ‘buddy’ system was already in place to make sure all staff were covered in the event of an absence, all staff are permitted to work remotely and given the equipment to carry out all their daily duties without barriers. Our infrastructure is cloud-based to allow remote working for everyone. This has mitigated infection rates within the business which in turn means there are fewer absences and therefore provide a more reliable service. We have also embraced virtual meetings between staff and customers, provide regular testing for in-office/warehouse staff, and provide sanitization products throughout out premises.
Tackling economic inequality

Tackling economic inequality

TCN have an Equal Opportunity and Diversity Policy as part of our ISO9001 Quality Management System. We will pro-actively tackle discrimination and aim to ensure that no individual or group is directly or indirectly disadvantaged for any reason (race, gender, gender identity, disability, sexuality, age and religion or belief) with regard to employment or accessing our services.
In line with our policies all TCN staff are paid fairly and at least to minimum living wages in London and the rest of the UK.
Equal opportunity

Equal opportunity

TCN have an Equal Opportunity and Diversity Policy as part of our ISO9001 Quality Management System. We will pro-actively tackle discrimination and aim to ensure that no individual or group is directly or indirectly disadvantaged for any reason (race, gender, gender identity, disability, sexuality, age and religion or belief) with regard to employment or accessing our services. All our staff are trained in equality and diversity and we aim to ensure that managers can effectively operate this policy (managing difficult behaviours), in accordance with the law and good practice. Managers and HR are responsible for:
• Developing and monitoring employment policy and strategy on equality and diversity.
• Providing guidance and training to all staff.
• Supporting investigations into potential discrimination, including those relating to those who consume our client’s services.
Wellbeing

Wellbeing

TCN has developed an employee wellbeing policy to manage our obligation to maintain the mental health and wellbeing of all staff. It covers our commitment to employee health, the responsibilities of managers and others for maintaining psychological health, health promotion initiatives, communicating and training on health issues, the range of support available for the maintenance of mental health, and organisational commitment to handling individual issues.
Part of this includes running talks and sending out information packs to employees that outline various coping mechanisms for anyone that feels they need it, offering physical/mindful challenges to take part in, and information on where to find additional help should it be required. TCN also send out treats to staff as a pick-me-up and to make sure employees know they are appreciated.
Associated policies include Absence Management, Maternity, Paternity, Adoption, Parental Leave, Grievance, Flexible Working, Code of Conduct, Disciplinary, Business Ethics & Integrity, Equal Opportunities, and Training & Development.

Pricing

Price
£13 a user
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Please see https://azure.microsoft.com/en-us/free
Link to free trial
https://azure.microsoft.com/en-us/free/

Service documents

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