Capita Business Services Limited

Website Managed Hosting on Azure and Amazon Web Services (AWS)

We utilise Microsoft Azure and Amazon Web Services to deliver private and secure, scalable, resilient and cost effective compute with elastic storage and optional backup and disaster recovery capabilities. Suitable for Sitecore, Drupal and Umbraco. ITIL Service Desk can manage all of your migration, hosting and support needs.

Features

  • AWS Set-up, migration, hosting, maintenance and support
  • Azure Set-up, migration, hosting, maintenance and support
  • Business Hours, Out of Hours and 24x7 Maintenance and Support
  • Serverless Framework Development
  • ITIL Delivered Support Service
  • Full disaster recovery facility available
  • Liferay UK dedicated hosting and Nagios monitoring

Benefits

  • UK Service Desk, Major Incident and Ticket Management 24x7 availability
  • Self Service Portal and Workflows speed up call logging
  • Reporting options available to identify trends and improve service
  • Service Level Agreements (SLA’s)
  • Monitoring to proactively identify issues, provide resilience, and minimise downtime

Pricing

£550 to £1,995 a person a day

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

Framework

G-Cloud 12

Service ID

1 2 0 4 4 4 8 6 1 0 1 3 1 2 3

Contact

Capita Business Services Limited Capita Business Services Ltd
Telephone: 08702407341
Email: engagewithus@capita.co.uk

Service scope

Service constraints
We offer support to our clients both onsite and remotely.
System requirements
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
P1 within 30 minutes P2 within 1 hour P3 and P4 within 90 minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Standard, Bronze, Silver, Gold and Platinum Capita Consulting have designed and shaped a range of bespoke support packages to help ensure that the correct service level is presented to match with your business needs. The varying package levels are made up from a bundle of service options selected to cater to the more front facing high-ended business critical systems, whilst also provisioning for the smaller background non-critical services. ITIL Support Desk and Client Lead for any non technical related issues Costs are calculated based on individual support needs
Support available to third parties
Yes

Onboarding and offboarding

Getting started
N/A
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
An appropriate end of contract plan will be agreed subject to any charges for services that are deemed out of scope.
End-of-contract process
A Statement of Work will detail what is 'in' and 'out' of scope of the contract. Termination notice as per the contractual terms will start the end of the contract process. An appropriate end of contract plan will be agreed subject to any charges for services that are deemed out of scope.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Auto-scaling via hosting on Azure or AWS removes the risk of service degradation
Usage notifications
Yes
Usage reporting
Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Salesforce, Amazon Web Services (AWS) and Microsoft Azure

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Data is encrypted at rest in the AWS and Azure hosting environment using a combination of AWZ/Azure and if required 3rd party tools.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Files
  • Virtual Machines
  • Database
  • Full Disaster Recovery options available
  • Log Files
Backup controls
Highly customisable based on individual needs
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
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Supplier will maintain a consistent uptime percentage of at least 99.95%. This figure excludes time required for upgrades, patches, security fixes or maintenance windows pre-agreed with The Client, or where the operating system or application requires rebooting or excessive restart time during such maintenance. A service credit agreement is discussed with the individual client.
Approach to resilience
Resilience is provided via multi-availability zones, self-healing and auto-scaling solutions and through Infrastructure as Code. We also provide optional cross region disaster recovery solutions. Supplier hosting solutions use advanced resilience features such as load balancing, replication and clustering as an integral part of all systems required to be highly available. Supplier proactive monitoring systems not only provide alerts any events a system is currently experiencing, but also provide usage data that Supplier can employ to model service usage and predict growth points where additional resources need to be applied.
Outage reporting
All system components (physical and logical) are monitored on an ongoing basis to ensure they are operating within defined parameters with the intention of allowing proactive action to take place before events become service affecting. Availability monitoring is in place from multiple geographically diverse locations, providing immediate notification of any site availability issues. Our monitoring also provides trend analysis to predict future growth patterns and inform scalability decisions. Alert levels are reviewed on an ongoing basis to ensure we have a complete and accurate picture of system health.

Identity and authentication

User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
User roles, privileges, security groups.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
BAB
ISO/IEC 27001 accreditation date
Available on Request
What the ISO/IEC 27001 doesn’t cover
All systems that are not managed by Capita Business Services Limited
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
Capita Business Services Limited (CBSL) follow the CBSL cyber and information policy and standards. We have a divisional team the provides gap analysis and upward reporting of exceptions to the standards. We can provide a cyber and information policy on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Infrastructure as Code practices are in place to enable traceability, auditing and change control. Additionally, Config Rule sets are in place to ensure compliance with defined configuration standards. Lastly, Change Control Board is in place to enable visibility, peer review and governance around change.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We employ internal processes using vendor and third party security tools which allow us to scan code and infrastructure internally as well as externally to identify and assess any potential vulnerabilities. As well as regular patching, we action high severity vulnerabilities as soon as we receive notification from vendor regarding security vulnerabilities.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We review all applications against OWASP tool for vulnerabilities. We also provide manual and automated review of infrastructure monitoring for both AWS and Azure hosted estates. We respond to incidents based on severity and inline with SLA's.
Incident management type
Supplier-defined controls
Incident management approach
Users report incidents via the ITIL service desk who triage cases and assign to appropriate teams, making use of SOP where available. Incident reports are provided via service desk and project management office on request. Standard process can be adapted to meet the needs of the client.

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
Third-party
Third-party virtualisation provider
Azure and AWS Virtualisation technologies
How shared infrastructure is kept separate
Use of separate AWS/Azure accounts, as well as Virtual Private Network separation between environment.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
AWS sustainability
https://aws.amazon.com/about-aws/sustainability/

Microsoft Azure Sustainability
https://www.microsoft.com/en-us/corporate-responsibility/environmental-sustainability

Pricing

Price
£550 to £1,995 a person a day
Discount for educational organisations
No
Free trial available
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 engagewithus@capita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.