Frequently Asked Questions

View our FAQ's

Yes, we currently hold ISO 27001 certification in information security.
We only use AWS London based servers, data is never transferred outside of the United Kingdom.
We do hold current Cyber Essentials certification.
Yes, we currently hold ISO 9001 certification in quality management systems.
No, our support processes are modelled on the ITIL framework and form part of our ISO9001 quality management system to ensure we deliver a consistently high level of support to our customers. Incidents can be logged via phone, e-mail or online via our support portal. Incidents are prioritised by our 1st line support team this enables the correct SLA policy. SLA policies are automatically enforced by our support desk system on a RAG (Red, Amber & Green) escalation basis.
  • Priority A: System not usable or service down - 1 hour.
  • Priority B: Important production job or service will not run - 4 hours.
  • Priority C: Any other problem call - 1 day.
When an incident is raised our 1st line support team perform an initial analysis, and if able, resolves the incident. If this is not available to them, the incident is escalated to our 2nd or 3rd level support team(s) for a more detailed investigation. Current analysis shows that approximately 70% of our incidents are resolved at 1st line level. Escalation of support tickets not resolved within the agreed timescales will be via a dedicated account manager. All software updates and platform upgrades are provided free of charge throughout the lifetime of the contract. Major updates are released quarterly, with hotfixes applied as required during our maintenance window which is from 2AM until 3AM local time every Sunday. Due to the redundant nature of the system, most of the scheduled maintenance does not result in any downtime.
Yes, we offer single sing on via Azure AD free of charge. More information can be found on the following web page: https://selfservice.pentagull.co.uk/support/azure-ad
Yes you can, we offer this free of charge as part of the platform set up and more information regarding this can be found on the following web page: https://selfservice.pentagull.co.uk/support/dns
Yes you can, we offer this free of charge as part of the initial platform set up and more information can be found on the following web page: https://selfservice.pentagull.co.uk/support/e-mail
We operate and fully manage our own virtual servers, which are used exclusively for hosting our ESB platform.  The servers do host a number of customers, with strict isolation policies in place to ensure each tenant remains secure from other tenants. You can read more about our tenant isolation strategy at the following web page:https://selfservice.pentagull.co.uk/support/tenant-isolation
Backup monitoring is part of our centralised monitoring system which is powered by the open-source Nagios monitoring solution. Monitoring includes verifying that backups are taking place as expected and that they are valid and readable. More information about our monitoring strategy can be found at the following web page:https://selfservice.pentagull.co.uk/support/monitoring