NEOS NETWORKS LIMITED

Ethernet Connect

Neos Networks offers Ethernet services giving business class cloud connectivity in the following configurations:
1. Point-to-Point
2. Point-to-Multipoint
3. Any-to-Any
4. Network-to-Network Interface (NNI) based Point-to-NNI
5. Last Mile options from multiple providers offering both dedicated Ethernet and EoFTTP and EoFTTC

Features

• E-Line and E-Lan Options
• Wires Only for customers implementing own Layer 3 service
• Fully Symmetrical and Uncontended service
• Ethernet NNI provides high capacity access to Neos Network footprint
• Portfolio interconnects with major third party access providers
• Expansion into the Openreach Exchanges mean even greater reach
• End-to-end On-Net Ethernet solutions in defined geographies
• Automated Order Journey with few touch points
• 5 hour fix time (16 Hours for Fibre breaks)
• Full SLA's with penalties

Benefits

• At least 99.95% availability
• Supported by 24 x 365 Neos Networks Operations Centre
• High capacity fully resilient Ethernet Infrastructure
• Layer 3 routing managed directly by customer via CPE
• Engineered for low latency and high backbone capacity
• Neos Networks Nodes support 100Mbps, 1Gbps, 10Gbps
• Full Duplex VLAN or Port based encapsulation
• Routing protocol and IP addressing fully under customer control

£99.99 to £100,000 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 peter.hatherley@neosnetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

974678254950270

Contact

Peter Hatherley
+44(0)7769027386
peter.hatherley@neosnetworks.com

Service scope

• Service constraints: The Neos Networks Ethernet backbone network resides on the Neos Networks DWDM ROADM (Dense Wavelength Division Multiplexing – Reconfigurable Optical Add-Drop Multiplexer) enabled optical transport network with diverse fibre routes between sites. Additionally, Neos Networks Ethernet network expansion into the Openreach Exchanges and number of Operator Partner NNIs (Network to Network Interfaces) mean even greater reach for Ethernet service delivery. ; The Neos Networks’ network utilises Nokia 7750 Service Routers for the core Ethernet nodes as well as Infinera XTM Series Devices at the Openreach Exchange POPs. The 7750 Service Router portfolio offers carrier class multiservice edge routing devices.
• System requirements:
  • Site Connectivity (Neos Networks provided or third party supplier)
  • On-site hardware is sized to match bandwidth size
  • Customers at the Neos Networks POP location defined as ‘on-net”.
  • Last mile connectivity is defined as connectivity from the “off-net”

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided 24 hours x 365 days with consistent service levels
• 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: Support for all Ethernet Services is provided 24 hours a day 365 days a year via the Neos Networks Network Operations Centre for all Neos Networks provided Ethernet services. There is no additional charge for Support. Support is provided as a result of notification by phone from the customer or in the case of a network service outage then proactively by Neos Networks. ; All faults on the Neos Networks Network (except fibre breakages) will be cleared within 5 hours. Fibre breakages (except those involving overhead fibre and subsea cables will be closed within 16 hours. Where a third party access circuit is included separate fault resolution targets will apply. Technical support with the Networks Operations Centre through escalation within the Three Tiers of Technical support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Ethernet Services are provided together with user documentation, on-site training can be provided on request.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Complies with Data Regulations
• End-of-contract process: Contracts are for a fixed period

Using the service

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

Scaling

• Scaling available: No
• Independence of resources: Ethernet Fibre Access uses dedicated fibre from the customer premises to the nearest Neos Networks Point of Presence. Neos Networks then implements Layer connectivity by bundling Ethernet Virtual Connections (EVC) over the Provider Edge (PE) routers and switches.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 3rd Party Providers e.g Colt/Zayo (additional to Neos own network)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Management platform and configuration
• Backup controls: There are not individual user-backups. The management platform back up schedule is determined by Neos Networks to conform to best practices
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: The Ethernet Fibre solution provides multiple options for encryption at the point of transmission. Customers can use multiple underlying connectivity where the data does not transverse the public internet
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Neos Networks guarantees the availability of Ethernet service across its Network to be at least 99.85%. The calculation used is based on the recorded number of Service Affecting Faults per connection within the measurement period. ; If the performance level of service on the Neos Networks Network falls below 99.85% per annum, the Customer may claim compensation as follows provided always that Neos Networks total aggregate liability to the Customer under this Service Level Agreement shall not exceed the sum of one years annual rental for the relevant Connection. ; Connection availability at end of measurement period ; Amount of compensation; ; 99.94% - 99.85% - 5% of annual rental of the affected Connection; 99.849% - 99.60% - 7.5% of annual rental of the affected Connection; Less than 99.60% - 10% of annual rental of the affected Connection
• Approach to resilience: Our Ethernet services achieve high availability due to the protection mechanisms that are included as part of the service build.; ; Adding Primary path diversity between two Standard Ethernet services adds significant complexity to the delivery, operation and support.; The Logical protection mechanisms used to provide high availability are: ; ; • Network Protection on the Nokia MPLS network: ; o Fast Reroute (FRR) using other available physical routes to bypass a failure.; • Network Protection on the Infinera Ethernet networks: ; o Ethernet Ring Protection G.8032 (ERP) over physical rings created by pairing two Infinera Ethernet loops together or an Infinera Ethernet loop and a diverse wavelength. Loops are paired based on their diversity from each other i.e. the two loops are as diverse as possible given the available infrastructure – in many cases fully diverse. ; • Service protection between Nokia MPLS and Infinera Ethernet networks (where services traverse both network types): ; o Multi-chassis LAG and logical service resilience. Services switch to use the alternative/standby Ethernet interconnect between the two platforms if the Primary fails. The Standby is at the other end of the Infinera Ethernet loop at a different data centre/different location, on a different MPLS router, and on different Infinera Ethernet card.
• Outage reporting: Neos Networks uses the tool Splunk to detect outages. The following process is followed: ; ; Splunk generates a raw alert this is processed into the Alerts page on an internal dashboard which it is matched events in TSNOW which generates and sends email notifications and updates to affected customers

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Access to the reporting portal can be locked to customer specific sites
• Access restrictions in management interfaces and support channels: Organisation administrators have read-only access to reporting, set via role-based management by our administrators.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: We have a range of measures to prevent unauthorised access to platforms which control the management of network and services
• Devices users manage the service through: 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: SGS United Kingdom Ltd
• ISO/IEC 27001 accreditation date: 10/03/2022
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO20000-1
  • Prior CAS-T certification (compliance retained)

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: A) Data Governance : Neos Networks recognises our data should be both democratised and managed as an asset, this includes:; • Use data Governance to continually mature our Data Management; • Develop and actively manage data strategies linked to business ; strategies which allow us to measure value delivered and focus ; collectively on the biggest opportunities ; • Govern the creation, use, storage and destruction of both physical; information in all its forms (documents, records, content) and ; knowledge; B) Data Management: Neos Networks manages its data through:; • Legal and regulatory compliance; • Informed decision making; • Accurate reporting; • Data classification; • Access control; • Effective and relevant training; • Enabling compliance and necessary training; • Enabling compliance and all necessary accreditations; • Storing and sharing our data in a safe, secure manner in line with ; the Information Classification Standard; • We observe confidentiality and ensure restriction of access to ; information as appropriate; C) Data Protection: Neos Networks ensures that personal data shall be:; • Processed lawfully and compliant with all privacy legislation; • Collected and used responsibly, securely, and fairly; • Processed ensuring appropriate security including protection ; • Treated with respect, care and appropriate security

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We adopt best practice as demonstrated by our ISO27001 and ISO9001 accreditations.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We adopt best practice as demonstrated by our ISO27001 and ISO9001 accreditations.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We adopt best practice as demonstrated by our ISO27001 and ISO9001 accreditations.
• Incident management type: Undisclosed
• Incident management approach: The objectives of the Neos Networks Incident Management process are:; • Manage the lifecycle of all Problems. ; • Prevent Problems and resulting Incidents from happening by identifying and correcting their Root Cause or accepted workaround.; ; Users report faults by phone or email and a priority is assigned. Escalation is via three Tiers of Technical Support. The customer is informed at all stages of progress via the Neos Networks Service Now portal.; ; A Major Incident Management process deals with those incidents that due to the scale of the impact; additional resource is needed to manage, communicate, and deal with the issue.

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: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Neos Networks implements the Layer 2 connection by building Ethernet Virtual Connections (EVC) over PE (Provider Edge) routers and switches. EVC can consist of multiple OVCs (Operator Virtual Connections) if provisioned over multiple Operator Networks.; EVCs are either VLAN tagged IEEE 802.1q (VLAN-Based service identification - EVPL) or port-based (Port-Based service identification - EPL) depending on customer requirement.; For the Ethernet Point-to-NNI (E-Access) services Neos Networks will use VLAN-Based encapsulation on the NNI (External NNI) port to identify different services on the customer facing ports (Access EVPL).

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Amazon have published a document in conjunction with '451 Research' which can be found here:; https://www.aboutamazon.eu/news/aws/eu-businesses-that-move-to-aws-cloud-can-improve-energy-efficiency-and-reduce-carbon-emissions

Social Value

• Fighting climate change:

  Fighting climate change

  Neos Networks has an Environmental, Social & Corporate Governance (ESG) Framework, which is aligned to the UN Sustainable Development Goals. One of our ESG workstreams is “Climate Impact”, which includes actively gathering and reporting our Carbon Emissions data - on a quarterly and annual basis. This has enabled us, in accordance with PPN 06/21, to have developed a Carbon Reduction Plan, and published our Net Zero Pledge (Our Net Zero Strategy | Neos Networks). Our Net Zero Pledge is for 2030. This includes our Scope 1, Scope 2, and Scope 3 Emissions – within the latter, we are actively challenging our Supply Chain regarding their Carbon Emissions. ; Other Workstreams of our ESG Framework include “Environmental Action” and “Waste Management”. Collectively these 3 Workstreams comprise our “Environmental” or “Planet” focus. Neos Networks has secured ISO14001. Neos Networks have had nil reportable environmental incidents for a significant number of years now. We actively investigate the potential to use Physical Infrastructure Asset (PIA), where appropriate, as this reduces physical excavation and the associated environmental disruption, waste and carbon emissions. We have established Waste Management Frameworks for the recycling of end-of-life hardware – for reuse, or recycling. Neos Networks has a Sustainability Policy (COR-POL-103) and an Environmental Management Policy (COR-POL-004). Neos Networks is actively aligning to ISO20400 (Supply Chain Sustainability).
• Covid-19 recovery:

  Covid-19 recovery

  We look for opportunities to support our people and the communities we work in against the impact of COVID-19 wherever possible. ; One recent example of this was our creation of a ‘Get Back to Work’ scheme in Aberdeen, as part of our partnership with Aberdeen City Council, Aberdeenshire Council and NHS Grampian. ; We agreed specific goals and desired outcomes with a focus on encouraging young local people to invest in themselves – their skills, their education and their experience - and provided tangible, grass-roots opportunities to help the region recover and Get Back to Work.; Our people and teams are encouraged to volunteer their time as part of our ‘Community @ Heart’ programme. This includes making two Neos Networks funded volunteering days available per employee each year. The Neos Networks volunteering policy enables voluntary support work to be undertaken by our people any organisation, charity, or community group.; We have established an Environmental, Social & Corporate Governance (ESG) Framework, which includes workstreams on Culture & Great Place to Work (GPTW). Aligned to our Culture & GPTW activities, in FY22 we published our ‘Work Your Way’ benefit, which allows supporting a hybrid of office and home working, to enable all employees to establish an optimal working environment and pattern for productivity, collaboration and work-life balance. This was borne out of our pro-active approach to Working From Home during the Covid-19 Pandemic, where all employees (except critical Operational roles) were able to work from home. During the return to work, Neos Networks have maintained a cautious approach, with social distancing and mask-wearing measures continuing in place after the Governments withdrew the mandatory requirements. ; During the Pandemic we were involved in securing emergency Telecommunications connections to hospitals.
• Tackling economic inequality:

  Tackling economic inequality

  Neos Networks has an Environmental, Social & Corporate Governance (ESG) Framework. One of our ESG workstreams is ‘Stakeholder and Community’, which includes Community Benefit/Community Engagement, Volunteering and other Social Value activities. ; A specific example of this work is from our recently completed Aberdeen Project, for Aberdeenshire Council, where in collaboration with them we won a Social Value Award for our work on apprenticeships in the local community.; Part of our Volunteering programme – ‘Community @ Heart’ includes making 2 volunteering days available per employee per annum, for a range activities including Science, Technology, Engineering & Maths (STEM) Ambassador type roles in local schools and colleges.; We delivered a ‘Get Back to Work’ scheme, as a result of the impact of COVID-19. Specific goals and desired outcomes were agreed with a focus on encouraging young local people to invest in themselves – their skills, their education and their experience - and provided tangible, grass-roots opportunities to help the region recover and Get Back to Work. ; We engaged schools to educate pupils on STEM careers; support with CV and interview skills; offered Foundation Apprenticeships; career days at universities and internships for higher education students.; Neos Networks publishes a ‘Supplier Charter’, which acts a Responsible Procurement Charter, identifying what Contractors can expect of us, and what we expect of them, across areas of: ; Health & Safety; ; Modern Slavery & Human Rights; ; Employee Voice; ; Skills Development & Learning; ; Real Living Wage; ; Ethics & Culture; ; Fair Payment; ; Environment & Sustainability; ; Inclusion & Diversity;; Local Supply Chains; and, ; Data Protection & Cyber Security.; During FY2022 we began actively aligning to ISO20400 (Supply Chain Sustainability), which is continuing during FY2023, which included use of the Achilles verification system to ensure minimum standards of compliance and performance are met by our Supply Chain.
• Equal opportunity:

  Equal opportunity

  Neos Networks is an Equal Opportunities Employer. Neos Networks has an Employment Policy and a Human Rights Policy and comply with the Equalities Action 2010. ; As part of this, we have developed our “Work Your Way” benefit – supporting a hybrid of office and home working, to enable all employees to establish an optimal working environment and pattern for productivity, collaboration and work-life balance.; As part of our Inclusion & Diversity Working Group communications and promotions, during Disability Awareness Month we hosted various “Living with Disability” sessions, including one where a colleague with a physical disability shared their experience via a video interview, and another media post from a colleague whose son has a disability. ; Neos Networks is an Equal Opportunities Employer and a Living Wage Employer. Neos Networks has an Employment Policy and a Human Rights Policy. We publish our Gender Pay Gap annually, and are actively working to achieve parity. Two of our six Executive Committee members are women. ; Inclusion & Diversity is one of our Environmental, Social & Corporate Governance (ESG) workstreams. One of our “Required Learning” (mandatory e-learning) courses is on Inclusion & Diversity. We have an Inclusion & Diversity Working Group, which includes representation from our Executive Committee. Our Inclusion & Diversity Working Group is actively involved in regular communications and promotions, aligned to key calendar events – including International Womens Day, Black Lives Matter and Black History Month, PRIDE Week, Menopause Awareness and various cultural & religious festivals. ; Since 2016 all our new Contracts include Modern Slavery clauses, and we publish our Modern Slavery Statement annually. During FY22 we developed in-house training material for all staff on the topic of Modern Slavery. During FY22 we began actively aligning to ISO20400 (Supply Chain Sustainability) , which is continuing during FY23.
• Wellbeing:

  Wellbeing

  Underpinning our ISO45001 – Occupational Health & Safety – Certification, Neos Networks have a Safety Health & Environment (SHE) Committee, which meets monthly, consisting of 3 our of Executive Committee and other senior leaders within the Business. The SHE Committee has established an Occupational Health & Wellbeing Working Group, which meets monthly, and which in turn supports our Wellbeing Café, which meets weekly, and we have also trained a number of staff as Mental Health First-Aiders. We are in the process of developing Health & Wellbeing training materials for Line Managers. ; The Occupational Health & Wellbeing Working Group have also arranged regular communications and promotions to the Business, aligned to events such as Mental Health Awareness Week and “Time to Talk” day. Neos Networks supports the ”Time to Change” Employer Pledge, a commitment to change how we think and act about mental health. ; Neos Networks also invests in a "Back to Health" programme, supported by Nuffield Health, identifying two key areas of focus: anxiety, depression and stress (ADS) and musculoskeletal (MSK) conditions. Neos Networks colleagues are signposted to Nuffield Health by line managers who refer them for ADS and Physiotherapy support, allowing many to remain in work during treatment.

Pricing

• Price: £99.99 to £100,000 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 peter.hatherley@neosnetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.