Acuma Solutions Limited

Compute as a service

Compute as a Service provides you with the trusted, connected and flexible cloud platform you need to deliver enterprise and cloud-native applications. Self-provision, and scale, secure environments in minutes in our two security domains; Assured OFFICIAL (formerly IL2) and Elevated OFFICIAL (formerly IL3) utilising Service Levels up to 99.99%

Features

  • Build and configure VMs via secure self-service portal & API
  • A range of service levels, VM sizes and licencing options
  • UK business hours service desk as standard, SLA response times
  • Platform spans multiple UK data centres separated by over 100km

Benefits

  • Enabling cost savings by controlling VM power states
  • Get the resources you need, when you need them
  • Configure the solution that is right for your application
  • Feel supported to get the best from your application
  • Architect solutions with confidence that applications and services remain available
  • Make compelling citizen facing services, whilst ensuring data remains safe
  • Have confidence in who has access to your data

Pricing

£53.79 to £2060.44 per virtual machine per month

Service documents

G-Cloud 9

120605942011066

Acuma Solutions Limited

Jonathan Eeley

0161 241 4321

bid_team@acuma.co.uk

Service scope

Service scope
Service constraints None
System requirements
  • Requires min. 10 Mbps standard networking (includes reserved bandwidth)
  • X86 operating system and application (non x86 options available)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Acuma Cloud partner holds a 1 working hour first response SLA for questions logged via our service desk. Depending on the complexity of the question if an answer cannot be provided within the first response a typical question would be answered in full within a working day.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Full support of the services is provided as standard via the Service Desk. The Service Desk is open Mon-Fri 07:00-19:00 and is manned by 1st/2nd line support engineers. The service desk has direct escalation to the operations team where full 3rd line support is provided.

Full out of hours support is also provided for all P1 and P2 incidents with clear escalation paths.

Acuma also provide additional support services such as O/S and application monitoring, server support, patch management, managed backup, and managed DR services. Pricing is provided either per server or as a flat service fee depending on the size of the environment.

All customers are allocated a service delivery manager who is responsible for ensuring the smooth delivery of the service, acts as an escalation point for all incidents, and provides full monthly service reporting.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our services are simple to consume requiring only a browser (and in the case of VMware vCloud a small plug in to be installed). New customers are asked to provide us with a list of authorised contacts and permission levels with whom we can engage and those nominated individuals are provided with documentation and if need be training on how to contact us for support, how to access the ticketing and monitoring portals and how to use VMware vCloud

For all customers provide documentation for using the Acuma IaaS. In addition to the detailed documentation, Acuma can run individual and group training sessions for using these clouds. The sessions are either delivered via WebEx or face-to-face.

At a base level Acuma do not charge customers to on-board and off-board from the Acuma IaaS. However, should an organisation require additional support as part of the on-boarding process, such as project management, detailed technical design, etc, then Acuma might need to charge for this. This will either be charged as time and materials (T&M) or as a pre-agreed flat service fee.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Excel
  • Powerpoint
  • Viso
End-of-contract data extraction Customers can export their servers to a OVF format and download to their local machines. Where necessary Acuma Service Desk can provide solutions for large or complicated migrations away from Acuma.
End-of-contract process We will return all your data and materials which cannot be deleted or exported by you, and securely destroy all copies of your data on your written instruction. We will return any pre-paid sums for services not delivered to you. We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition. We will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

Using the service
Web browser interface Yes
Using the web interface Acuma have a vCloud Director portal to allow customers to fully manage their environment, such as building, editing and removing resource.
Web interface accessibility standard WCAG 2.0 AAA
Web interface accessibility testing Acuma have not undertaken any direct testing with assistive technology although the vCloud Director Portal provided for customers to access the environment has undergone rigorous assistive technology testing from VMware. Therefore the Acuma IaaS is able to support users with disabilities and special requirements.
API Yes
What users can and can't do using the API All actions that you can perform by the GUI can be achieved via API.
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools
  • Ernest
  • PowerShell
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface All actions that you can perform by the GUI can be achieved via the CLI

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources All customers pay for reserved bandwidth. Acuma monitor shared inbound connections at our peering level. If a customers usage becomes unusually high we will be alerted. Where necessary customers traffic will be restricted or black holed (in a DDoS attack) to protect our other customers bandwidth requirements. DDoS service options, both Layer 3/4 and Layer 7, are available as chargeable services should customers require. We can also provide dedicated virtual and bare metal resource for customers who want to further protect their environment.
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Availability
  • Running Services
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Carrenza

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Asset protection

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Backups can be taken of server states and data repositories
Backup controls Backups are configured to the customers requirements via the service desk.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Acuma offer a 99.99% availability SLA on all components up to the OS.
Approach to resilience All components have been built in fully resilient pairs. With fully resilient networking links between all components and to external third parties, including multiple ISPs. For host availability Acuma use VMware’s HA failover for redundancy.
Outage reporting All infrastructure is monitored on the network 24/7. Should there be an outage monitoring alerts are sent to the Acuma operations team via e-mail and SMS.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Other
Other user authentication 3 factor authentication using a certificate, token and password to access the Acuma VPN which is required to reach the Acuma service.
Access restrictions in management interfaces and support channels Only authorised contacts are granted access rights to Acuma allowing them to connect to the secure VPN to manage their service. The Service Desk for support will only accept requests from authorised contacts. Communication with anybody at Acuma will need to be pre-approved by a known individual in writing.
Access restriction testing frequency At least every 6 months
Management access authentication Other
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

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Less than 1 month
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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 LRQA
ISO/IEC 27001 accreditation date 19/11/2015 – last surveillance visit from LRQA: 25/01/2017
What the ISO/IEC 27001 doesn’t cover A.14.2.1 Secure development policy (NEW) and A.14.2.7 Outsourced development
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Teamwork IMS
PCI DSS accreditation date 6/16/2016
What the PCI DSS doesn’t cover "The following are in-scope of Acuma’s AOC:
Hardware
Infrastructure / Network
Systems security services
Physical security

The following are out-of-scope of Acuma’s AOC:
Physical space (co-location)
Storage
Web
Security services
3-D Secure Hosting Provider
Shared Hosting Provider
Applications / software
Terminal Management System
IT support
POS / card present
Internet / e-commerce
MOTO / Call Center
ATM"
Other security accreditations Yes
Any other security accreditations PSN Compliance Certified

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards ISO 27001-2013, PCI-DSS 3.2, Cyber Essentials, PSN & OFFICIAL
Information security policies and processes "Information Security Policy
Acceptable Use Policy
IT Access Control Policy
Asset Management Procedure
Change Management Policy
Clear Desk and Screen Policy
Document Control and Records Management
Incident Management Procedure
Information Control, Classification and Exchange Policy
Internal Audit Procedure
Media Handling and Disposal Policy
Mobile Devices Policy
Physical Security Policy
Risk Management Procedure
Supplier Security Policy
Supplier Management Procedure
Work from Home Policy
Other relevant policies"

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Change management is performed for all changes at Acuma. All non-standard changes must be pre-authorised by going through a peer, senior and CAB approval process. Standard changes are created in template form and are approved in CAB before being implement into Change controls.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Acuma run an internal penetration test once a week. All reported vulnerabilities that are reported are categorised into priority depending on the severity and a case is logged with the operation team who will fix the vulnerability under the time frames dictated by Acuma security standards. This conforms to the PCI-DSS standard.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Acuma have a protective monitoring system where all logs are centralised and checked on a daily basis for security breaches using several key search filters. Alerts are sent out for high risk activity and are pro-actively responded to by the operations and security teams. This conforms to the PCI-DSS standard.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Acuma operate an ITIL aligned incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities, clear policies and associated KPIs. This process conforms to PCI-DSS.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

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 The Acuma cloud is multi tenanted and is logically partitioned between its customers using virtual private networks safe guarded from each other using dedicated firewall contexts. The self-service portal only allows access to the resource that has been granted to that particular customer at login and they cannot see or control other areas.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £53.79 to £2060.44 per virtual machine per month
Discount for educational organisations No
Free trial available Yes
Description of free trial The free trial version of the Acuma IaaS is the same as the standard production version. Resource limits and timeframe will be agreed on a case basis.
Link to free trial N/A - please contact Acuma for a free trial

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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