Service Definition MMaaS Mobile Device Management G- Cloud VII 1
Table of Contents 1 SERVICE MMAAS MOBILE DEVICE MANAGEMENT... 3 1.1 OVERVIEW NINE23... 3 1.2 SERVICE SUMMARY MMAAS MOBILE DEVICE MANAGEMENT... 3 1.3 OPEN STANDARDS... 4 1.4 REQUIREMENTS... 4 2 SERVICE MANAGEMENT... 4 2.1 ON- BOARDING PROCESS... 4 2.2 OFF- BOARDING PROCESS... 5 2.3 SERVICE PROVISIONING... 5 3 COMMERCIAL... 5 3.1 SERVICE PRICING MODEL... 5 3.2 OPTIONS... 5 3.3 MINIMUM CONTRACT PERIOD... 6 3.4 TERMINATION... 6 3.5 FINANCIAL RECOMPENSE... 6 3.6 SERVICE CONSTRAINTS... 6 3.7 DATA RESTORATION / SERVICE MIGRATION... 6 3.8 CUSTOMER RESPONSIBILITIES... 7 3.9 ORDERING AND INVOICING PROCESS... 7 4 SUPPORT SERVICES... 7 4.1 TRAINING... 7 4.2 SUPPORT SERVICE LEVEL AGREEMENT... 7 5 INFORMATION ASSURANCE... 8 5.1 IMPACT LEVELS... 8 5.2 ACCREDITATIONS... 8 6 CLOUD HOSTING INFRASTRUCTURE... 8 6.1 BACK- UP AND DISASTER RECOVERY... 8 2
1 Service MMaaS Mobile Device Management 1.1 Overview Nine23 Nine23 s unique knowledge of Front Line Experience (FLX) arms us with the tools and a competitive advantage to equip workforces with the Digital Firepower to maximise their efficiency, productivity, and ultimate value to the enterprise. Nine23 s unique solutions secure devices and generate an enterprise friendly mobile working environment (ecosystem) using secure authorised SIM cards, APN and VPN technology, MDM, MAM, CMS, Training Solutions utilising XAPI technology and bespoke application development. As we are able to integrate with existing government infrastructures such as PSN or GSI deployed services, enterprise workforces can then access sensitive data (up to OFFICIAL including SENSITIVE handling caveat) on their mobile devices whilst ensuring point- to- point security and non- repudiation of data at rest and in transit. Mobility is an essential business enabler with corporate data- on- demand being expected by the majority, and whether the enterprise is aware or not workers are using mobile devices to access corporate data on personal devices over unsecured networks. Security is a core factor when building an enterprise mobile ecosystem. This ecosystem enables advanced device visibility and control, collaborative working, security and application life cycle management for the enterprise workforce; thus increasing both effectiveness, productivity and cost efficiency. Nine23 s services adhere to CESG (the UK National Technical Authority s) best practice guidance offering assurance and peace of mind to our customers. We utilise our strategic partnerships with the world s leading software and hardware vendors to build bespoke managed services, taking the best parts of each supplier s software to form your mobile enterprise ecosystem. This means you pay one small monthly cost per user for a complete tailor made managed service without the hassle of multiple vendor service integration. Nine23 s solutions are currently widely used in the public and private sector. Areas it can be seen in include: Defence Government Education & Training Aeronautical Sales and Marketing 1.2 Service Summary MMaaS Mobile Device Management As a standalone service or part of a tailored ecosystem Managed Mobility as a Service (MMaaS). MDM secures workforces devices by applying policies and administrator controls from a centralised portal. Enterprise workforces are then able to access secure enterprise data from outside the enterprise s network. 3
1.3 Open standards Nine23 s services are built around an open architecture framework with common standards; each technology employed uses open standards to integrate in a modular fashion. 1.4 Requirements 1.4.1 Client browser Nine23 s services can use centralised web- based management consoles, which are compatible with the following browsers: Microsoft Internet Explorer (IE 8 and above) Microsoft Edge Google Chrome Mozilla Firefox Apple Safari 1.4.2 Devices Nine23 s solutions require compatible mobile devices and device agents. Currently Nine23 s services are compatible with Apple ios, Android, Windows mobile, Blackberry, Windows 8.1 and more. Customers can use existing devices enrolled within a BYOD/CYOD environment, or purchase or lease provisioned devices via Nine23 under separate arrangements (please contact us to discuss your requirements). 1.4.3 Hardware (Server Deployment) Nine23 s Managed Mobility as a Service (MMaaS) can be rapidly deployed as a Cloud solution or integrated with existing on premise architecture. The standard setup is hosted within a government infrastructure joined datacentre, accredited OFFICIAL, such as Skyscape (ARK), Sentinel, or Rackspace (all based in the UK). On- Premise installations may involve extra costs due to the additional infrastructure, deployment time and support needed. Nine23 can provide an On- Premise installation on customers infrastructure, as required. 1.4.4 Software and Contracts An agent may be installed on each user device in order for the device to be managed. Devices will be provisioned over the air, by accessing the public app store to download the device agent, or by in house device provisioning depending on the solutions required. 2 Service Management 2.1 On- boarding process Nine23 Ltd offer on- boarding services to streamline current service migration or help with defining user requirements and best practice for new systems to ensure the integration of services are as simple and effective as possible. On- boarding can include: 4
Project management Content migration Process defining / Streamlining Content processing Training Infrastructure installation Asset procurement Device provision 2.2 Off- boarding process When customers cancel their Nine23 services all data held on the servers will be removed and devices attached to the system will be de- provisioned. All personal data on the devices will be left untouched. Backups of customers systems and settings can be held by Nine23 on request for a maximum of 30 days following termination to allow customers time to transfer files and processes to other systems, after which all content will be deleted. Systems can also be made dormant by request for a holding fee. 2.3 Service provisioning Each customer s requirements will be different so please contact one of our service specialists to discuss options. 3 Commercial 3.1 Service pricing model Nine23 s services are priced per user/device per month with additional units of work charged on a day rate depending on the services required. Service provisioning charges will be required depending on the service requirements set out at the scoping stage. Please contact us for a quote tailored to your exact requirements and see our pricing sheet for rates. 3.2 Options Multiple hosting options are available depending on user preference. Nine23 s services can be hosted within a customer s own infrastructure. Pricing for the install will depend on integration costs and differ for each customer. These costs will be provided in your quotation. Nine23 can provide customers who are in the process of converting their workflow to a digital format with advice and help in order to get the most out of their new digital systems. Please contact us and one of our experts will be happy to help. 5
3.3 Minimum contract period Contract terms will be provided at the time of quotation based on specification. 3.4 Termination Termination charges are subject to contract terms dependent on exact requirements. In any case each party may terminate the service by giving the other a minimum 30 days written notice. 3.5 Financial recompense Financial recompense for not meeting service levels will be detailed in the SLA and dependent on each use case. Please contact us for further details. 3.6 Service constraints 3.6.1 User interface customisation Nine23 s services have elements that can be custom branded using artwork either supplied by the customer or designed by Nine23. Additional charges may apply for bespoke branding and will be provided at the quotation stage. 3.6.2 Service integration Nine23 s services are designed to work as part of an integrated solution alongside the customer s own enterprise solutions and services to provide an end- to- end solution. Nine23 works with the customer to ensure that supplied solutions are fully integrated into their existing system. 3.6.3 Maintenance and lifecycle management Nine23 s services will be provided with regular updates to ensure support for the latest operating systems. Users will be given 7 days notice for updates where possible, and updates will be outside of core operating hours, as agreed with the customer in the SLA. Outdated devices are prone to higher failure rates increasing technical support time and costs for the customer, therefore we will be unable to guarantee legacy support for outdated systems although if it is required please contact us to discuss the potential options. Nine23 can help customers with their lifecycle management ensuring software and hardware is kept up to date. 3.7 Data restoration / Service migration Nine23 have a proven transition process for the recovery of data from existing environments and migration to new services along with mechanisms for the migration of services from existing environments to our Solutions. We will work with customers to ensure minimal service loss during the transition. 6
3.8 Customer responsibilities Nine23 provide fully managed solutions. It is the customer s responsibility to provide Nine23 with the relevant settings, policies, documents and update schedules as agreed to run the service efficiently. 3.9 Ordering and invoicing process Please contact us for a quote via email (info@nine23.co.uk) or by phone +44 2382 020300. Orders are processed on receipt of a purchase order. Prior to commencement of any work ordered via the G- Cloud framework, Nine23 requires customer acceptance of the order and also completion of a Call- Off Contract. Customers are invoiced on a monthly basis or according to agreed milestones. 4 Support Services 4.1 Training Nine23 provide options for both online and on premise training in the following areas: Device provisioning Full systems administration User level training Each training module delivered is tailored for the customer s bespoke requirements. 4.2 Support service level agreement Nine23 will assign each customer a Service Manager who will be available to discuss requirements, give advice and deal with support queries when they arise. Each Customer will nominate a representative or set of representatives who will have been trained by Nine23 and have full administrator privileges in order to trouble shoot the system effectively. 4.2.1 Scope of service support During the contract term Nine23 will provide Service Support to the customer s trained system administrators during normal UK business working hours, or as agreed in the SLA. Service Support covers incident reporting and resolution, advice and other service requests. It does not cover the following services: Design changes to device agent branding or UI API or other development work If required these services can be provided subject to additional charges. Please contact us for details. 7
4.2.2 Service support procedure If the customer experiences issues or needs advice they should first check the general support information that is available to them in order to try to troubleshoot the issue themselves. If further assistance is required a nominated customer representative may issue a Support Request via their assigned Service Manager. 4.2.3 Support escalation procedure Once an issue has been reported to a Service Manager he or she will attempt to resolve it with the customer as quickly as possible. Some issues may need to be escalated to the development team for an investigation, in which case the Service Manager will handle the escalation based on its severity and impact on service. 4.2.4 Further information All support queries or requests should be made via a customer s assigned Service Manager. If they are unavailable then please email support@nine23.co.uk and another member of our support team will be in touch. For urgent service delivery issues then calls can be made to the service desk on +44 (0)2382 02 03 04 between 09:00 and 17:30 Monday to Friday. 5 Information Assurance 5.1 Impact Levels Accreditation to OFFICIAL SENSITIVE (IL3) can be provided on request but will involve additional costs and time depending on customers requirements. 5.2 Accreditations Nine23 Ltd holds various tactical partnerships and accreditations to enable us to delivery services as efficiently as possible including Symantec Mobility and Mobile Iron Specialisation. Nine23 Ltd are accredited to ISO9001:2008 Standards for our quality management systems and Cyber Essentials for information security. 6 Cloud Hosting Infrastructure 6.1 Back- up and disaster recovery Nine23 will provide disc- to- disc backup of all current data for all managed services. This data is held for 30 days. Nine23 will work with customers on an individual basis to define the best disaster recover strategy. 8