Maintel Europe Limited
Maintel Cyber Incident Response
Maintel Cyber Incident Response service provides the basis for all Cyber Incident Response and related capabilities. Option to expand the service to include additional capabilities, at any time.
Features
- 24x7 contact with our Incident Response team.
- 2. Initial calls returned within 2 hours.
- Stakeholder communication support.
- Support from PR professionals where necessary.
- Forensic investigations to identify root cause.
- Expert witnesses can be provided.
- Findings presented in plain language, explaining impact.
- Support to demonstrate appropriate security measures were in place.
- Support of defence against charge of breach caused by negligence.
- Access to emerging threat reports.
Benefits
- Frees staff from burden of continuous threat monitoring and analysis.
- Eliminates time researching, deploying, and integrating new security solutions.
- Minimises Disruptions from Security Incidents.
- Early threat identification and containment prevents data breaches and downtime.
- Robust security posture allows users to work with greater confidence.
Pricing
£1,500.00 a unit a day
Service documents
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Framework
G-Cloud 14
Service ID
9 2 1 0 7 5 2 4 2 5 4 9 9 6 1
Contact
Maintel Europe Limited
Hannah Cook
Telephone: 07730521482
Email: bids@maintel.co.uk
Planning
- Planning service
- Yes
- How the planning service works
-
We will develop an IR handbook document that highlights our incident response plan, policies and procedure throughout the service lifetime. This will be continually reviewed and updated throughout the service lifetime to ensure it’s ready for any new threats that occur. A ‘kick-off’ will be organised at the start of the service to establish roles, responsibilities and communication channels, ensuring you are ready to communicate with us from day one of the contract.
We can also provide an upgraded service to include a technical and management workshop to assess the customers current security posture, identify key assets and risks and define the incident response plans and procedures. We will also provide the customer with a security roadmap that outlines best practices and recommendations on how to best use the hours within the service to improve security maturity. - Planning service works with specific services
- No
Training
- Training service provided
- Yes
- How the training service works
-
We can provide a number of training sessions tailored to the customer’s specific need for having it, including:
• Tabletop Exercises
• Crisis Simulations
• Security Awareness Training - Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security testing
- Security incident management
- Security audit services
- Certified security testers
- Yes
- Security testing certifications
- Other
- Other security testing certifications
- Security testing provided via a CREST certified subcontractor
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
- Our incident responders will be available 24/7/365 for any incident that occurs. As standard, initial incident response call back will be within 2 hours of initial contact, with our responders providing on-site or remote support within the first 24 hours of notification.
Service scope
- Service constraints
- Not Applicable
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- For non-incident related questions or queries, our incident responders will typically aim to respond during normal UK business hours. For anything incident related, our incident responders will be available 24x7x365 and contact back within 2 hours of initial contact as per our standard SLA response times.
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
-
Our incident responders will be available to support emergencies 24/7/365. These are in line with our standard SLA response times of within 2 hours of initial contact and on-site or remote incident support within the first 24 hours of notification. One of our incident responders will be assigned to monitor the ongoing success of your service, ensuring that retained hours are used throughout the service lifetime.
The customer will be assigned an account manager who will be responsible for managing the success of the service, as well as supporting the customers questions, escalation and additional requests separate to the ongoing service contract.
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- RelianceCyber
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Externally assessed and certified by British Assessment Bureau
- ISO/IEC 27001 accreditation date
- 18/03/2022
- What the ISO/IEC 27001 doesn’t cover
- Supplier's ISO27001:2017 certificate covers the whole business.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Audited and certified by a QSA from IT Governance
- PCI DSS accreditation date
- 02/06/2023
- What the PCI DSS doesn’t cover
- Not applicable to this service.
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Maintel Environmental, Social and Governance strategies enable us to work with customers to improve local, national, and international environments. For example, for every 500 cloud seats enabled through Maintel, we plant 25 trees at no cost to our customers. Planting trees has been identified as assisting movement towards target achievement in multiple UN Sustainable Development Goals. The trees are young when planted and will not sequester carbon for some years. The planting, particularly outside of the UK, enables jobs to be created to plant and maintain trees, environments are improved, including life in water where mangrove planting takes place. We also plant in the UK through not-for-profit organisations that ensure appropriate areas are rewilded and create a better space for local communities to use and for wildlife to flourish.
Maintel are willing to work with our customers to improve local environments as part of our employee volunteer scheme. To ensure we carry out activities in areas that require more greenery or local improvement. For example, litter picking, local amenity land clearance or planting to enhance a local area.
By moving to cloud and managed services with Maintel, customers work with us to reduce their direct emissions and enable progress towards nett zero.
Working closely with our suppliers, Maintel is transparent about our journey and commitment towards nett zero and publicly provides information about our targets and progress through ESG at Maintel website. We can identify and provide direct emissions savings through the use of technology and ensure replaced equipment is treated within our reuse and recycle environment with an aim of zero to landfill. We monitor our suppliers regularly and risk assess their journey to net zero with dedicated resource to assist in implementing improvements.Covid-19 recovery
Maintel assists in the Covid 19 recovery in a number of ways.
By supporting local communities with the provision of a contract aligned Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people to assist them with their education and access to the world of work, or to a local small business that is identified as needing assistance to change the way in which they work.
Our employee volunteer scheme provides support for physical and mental health of people. By working with us to identify how we can assist your local organisations to provide support to the wider community, we become involved in the creation of jobs.
We are willing to share all vacancies with our customers, including apprenticeships and identify any appropriate candidates to fill a vacant or new permanent or temporary positions.Tackling economic inequality
Maintel works closely with customers and suppliers to provide support for tackling economic inequalities. With the provision of contracts aligned to a Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people, to assist them with their education and access to the world of work. Or to a local small business that is identified as needing assistance to change the way in which they work.
We are willing to share all vacancies with our customers, including apprenticeships, and identify an appropriate local candidate to fill a vacant or new permanent or temporary position.
Training opportunities, particularly for those that face barriers to employment or from deprived areas are offered through our employee volunteer scheme. This provides support for people by working with our contracts to identify how we can assist your local organisations. To provide support to the wider community we become involved in the creation of jobs including mentoring, 1-21 training, group sessions, work experience and when available, apprenticeships offered to locally identified residents.
Maintel actively promotes the use of start-ups and SME’s and uses their provisions wherever possible. For example, appropriate to our contracts and offices including supporting local businesses by gifting apprenticeship levy to those businesses looking to employ or promote existing employees, and ensure they have access to substantial training.Equal opportunity
Maintel is an equal opportunities employer and makes appropriate adjustments to ensure we have a full and diverse range of employees connected to the contract.
Our learning management and development plans ensure all employees have access to appropriate training and qualification. This includes apprenticeships to support in-work progression, particularly those from disadvantaged or minority groups, to move into higher paid work by developing skills relevant to our contracts.
Maintel supplier management expects all critical suppliers to meet at least Maintel required standards of employee caring and adherence to relevant regulations including modern slavery.
As part of our equal opportunities scheme we have set targets. These include; 40% of all employees being female by 2030 (we’re currently at 33%), focussing on increasing the number of women hired into technical roles and reducing and maintaining the gender pay gap. We’re also aiming to ensure women are better represented in leadership roles, with 40% of senior management to be women by the end of 2025, and a minimum of one female member on the board.
We expect and set up contractual arrangements with our suppliers to ensure, not only adherence to relevant regulations such as Modern Slavery Act, but to work with them to ensure they meet at least Maintel standards. We centrally manage the new and existing suppliers, ensuring full due diligence and risk assessment are regularly undertaken, and working with suppliers to identify and implement improvements. Our zero-tolerance stance to Modern Slavery is supported by our policies on anti-bribery and corruption and whistleblowing.Wellbeing
Maintel has a wide reaching, multi-dimensional employee well-being package in place. We understand that our people are our most valuable assets, and are therefore passionate and committed to providing support and compassion at all times. We are certified to ISO45001 – Health and Safety and have representatives at each site, our First Aiders and Facilities team. We offer all employees a range of benefits to support health and wellbeing including; discounted gym memberships, enhanced sick pay, 24x7 private virtual GP, an employee assistance line to help employees with their mental health, various health assessments, health care cash plans and more.
Maintel is adamant it will be there to support all employees working on the contract whatever life throws at them. We have introduced a trained network of employee Wellbeing Ambassadors, there to assist individuals, and also provide all employees with great wellbeing information throughout the year.
In addition, one of Maintel’s core values is to be agile and flexible, and so we encourage employees to take advantage of their flexible working and hybrid working benefits, while maintaining excellent customer service. This helps to alleviate any pressure and stress for employees and promotes a healthy, sustainable work-life balance.
Our volunteer policy enables all employees to participate in volunteering activities arranged by Maintel, with local communities, but also to access paid time to actively participate in volunteering activities that are important to them directly.
Working with our customers, we agree where we can help the most, and set up appropriate schemes to participate in improvement of local communities using our volunteering scheme as the basis for providing environmental and social support in our local communities.
Pricing
- Price
- £1,500.00 a unit a day
- Discount for educational organisations
- No
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 bids@maintel.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.