Softcat Limited

Salesforce - Heroku

Heroku, a Salesforce company enables developers to focus on application code and data instead of managing servers or operations. Code with agility in open source: Ruby, Node.js, Java, PHP and more. Deploy and scale on demand. Extend apps with 100s of different add-ons. Includes EU Model Contract Clauses. SFDC2019GC11

Features

  • Fully managed container runtime environment
  • Scale, dynamically scale up or down instantly to meet demand
  • Build packs, open source supported and supplied or build own
  • Config, manage specific configurations separately from your source code
  • Deploy, with Git. We'll handle compilation, dependencies, assets and executables
  • Fork, creates a duplicate instance of your application immediately
  • Extend, over 100 add-ons, integrated to Heroku. SFGC10
  • Region, US, Europe and APAC, EU Model Contract Clauses supported
  • Data sync into Salesforce Sales, Service, & Marketing Clouds
  • Open source, Ruby, Node.js, Python, Java, PHP, Scala or Clojure

Benefits

  • Efficient, Developers can focus on the app, not the infrastructure
  • Skills, prevalent in the market giving you greater choice
  • Community, active to help you learn and share code
  • Cost, cheaper than hosting and supporting your own environment
  • Agile, create new apps, then deploy on demand
  • Platform, API automate/extend with services in a programmatic manner
  • Security, Virtual Private Cloud, SSO with OAuth SAML
  • Flexibility, listed here avoiding lengthy credit-card approvals
  • Heroku, Connect pre-built integration to the best of Salesforce
  • Speed, scales to millions, exploit the AWS underpin

Pricing

£25.42 per instance per month

Service documents

Framework

G-Cloud 11

Service ID

1 3 8 8 8 5 6 2 4 8 8 2 9 8 1

Contact

Softcat Limited

Charles Harrison

01612725766

psitq@softcat.com

Service scope

Service constraints
"Usage Limits
Services and content are subject to usage limits, including, for example, the quantities specified in order forms.
A user’s password may not be shared with any other individual.

If you exceed a contractual usage limit, we may work with you to seek a reduction in your usage so that it conforms to that limit. If, notwithstanding our efforts, you are unable or unwilling to abide by a contractual usage limit, you will execute an order form for additional quantities of the applicable services or content promptly upon our request.

Full details are contained in our terms and conditions."
System requirements
  • Heroku Dashboard - web based use any browser
  • Heroku CLI - for Mac OSX, Windows, Debian/Ubuntu and standalone
  • Heroku API - connect programmatically

User support

Email or online ticketing support
Email or online ticketing
Support response times
Guaranteed 30 minute response time on urgent issues. Urgent support available 24x7. Within Business Hours receive deployment consultations, architectural guidance and best practices from Customer Solutions Architects.
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
No
Support levels
N/A
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customer Solutions Architects proactively assist customers onboard to the service - providing guidance on initial access and setup and continue to provide white glove support on an ongoing basis
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Dependent on the service being consumed. Code should always exist outside of Heroku and should already be available - if not it can be extracted from applications on Heroku. Data stored in data services can be extracted using standard tools for the service being used. Extraction for add-on services will vary.
End-of-contract process
Off-boarding from the service will be specific to the nature of the code and service as deployed. The customer therefore always has access to the code, and the data held within the PaaS offering. Typically most customers use the supported databases in conjunction with Heroku, and as such data exports and backups can be taken as required. Code can be saved to GitHub such that off-boarding from Heroku is predictable. Being open source based Heroku can make your data available via an industry standard and easily readable format to make it as easy as possible for you to migrate to another service if you wish to do so.

Using the service

Web browser interface
Yes
Using the web interface
The Heroku Dashboard is the web user interface for Heroku’s core features and functionality. It provides UI support for things like creating/renaming/deleting apps, configuring add-ons, managing Heroku Teams, creating Heroku Pipelines, deploying your application, viewing and responding to application metrics, and accessing usage, invoices and billing information.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Heroku Services are developed with accessibility standard awareness - automated testing tools are used to validate errors and changes are made where necessary.
Web interface accessibility testing
No public information available.
API
Yes
What users can and can't do using the API
The platform API empowers developers to automate, extend and combine Heroku with other services. You can use the platform API to programmatically create apps, provision add-ons and perform other tasks that could previously only be accomplished with Heroku toolbelt or dashboard.
API automation tools
  • Ansible
  • Chef
  • Terraform
  • Puppet
  • Other
Other API automation tools
  • Jenkins
  • Bamboo
  • Codeship
  • Travis
  • Capistrano
  • CircleCI
  • VisualStudio
  • Otto
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
The Heroku Command Line Interface (CLI), formerly known as the Heroku Toolbelt, is a tool for creating and managing Heroku apps from the command line / shell of various operating systems. All capabilities available in the API are available via the CLI.

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Heroku provides both single and multi-tenant instances. Single tenant instances are dedicated only for single customer use and isolated from the risk of 'noisy neighbours'. As a platform Heroku serves many billions of requests on a monthly basis.
Usage notifications
No

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
Request Throughput
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Salesforce

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Data is encrypted at rest by using AES-256, block-level storage encryption. Data encryption is implemented using the AWS EBS disk encryption feature. Encryption keys are fully managed by AWS and are not visible to Heroku or Heroku customers. Access credentials are also encrypted at rest.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Yes
What’s backed up
  • Configuration - application configuration and settings
  • Data - data stored in Heroku managed data services
  • Other - backup capabilities of add-ons vary by provider
Backup controls
Heroku performs automatic backups of the platform, customer application configuration, and Heroku data services attached to applications. Customers can trigger additional backups on a manual or scheduled basis. The capabilities of 3rd party add-ons will vary dependant on the service used.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
"Each application on the Heroku platform runs within its own isolated environment and cannot
interact with other applications or areas of the system. This restrictive operating environment
is designed to prevent security and stability issues. These self-contained environments isolate
processes, memory, and the file system using Linux containers (LXC), while host-based firewalls
restrict applications from establishing local network connections."

Availability and resilience

Guaranteed availability
We'll do everything we can to achieve 100% uptime. We will never achieve 100% uptime, but when we fall short, we'll explain why and how we'll do better next time. Heroku Enterprise Platform Uptime SLA available subject to additional signed SLA document; subject to approval on a per contract basis.
Approach to resilience
"The Heroku platform is designed for stability, scaling, and inherently mitigates common issues that lead to outages while maintaining recovery capabilities. The platform maintains redundancy to prevent single points of failure, is able to automatically replace failed components, and utilises multiple data centres designed for resiliency.

In the case of an outage, the platform is deployed across multiple data centres using current system images and data is restored from backups. Heroku reviews platform issues to understand the root cause, impact to customers, and improve the platform and processes. In the event of an interruption of Heroku services, details are posted on the status page: https://status.heroku.com/.

The Heroku platform itself is designed to provide highly available and redundant services, so that applications and databases may be replicated quickly in the event of an outage."
Outage reporting
Status website, RSS feed and Twitter

Identity and authentication

User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
  • Other
Other user authentication
Authentication method depends on access method - dashboard access is username/password with 2FA or SSO; API is OAUTH.
Access restrictions in management interfaces and support channels
Management access to services is restricted to specific personnel - fine grained control over which systems they have access to is in-place. Strong security rotation policies are in place and access to maintain the platform is only completed from authorised machines over secure channels. Heroku Support personnel only have access to customer applications if the customer gives them permission to do so.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials PLUS

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
N/A
Information security policies and processes
Heroku manages it's service in accordance with the requirements of ISO27001 and other standards and is currently on a compliance journey to achieve relevant certifications including PCI and ISO compliance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The Heroku Security team manages and maintains a complete Change Control framework for the management and capture of change to the Heroku platform - this is not a public document but answers to specific questions are available on request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our vulnerability management process is designed to remediate risks without customer interaction or impact. Heroku is notified of vulnerabilities through internal and external assessments, system patch monitoring, and third party mailing lists and services. Each vulnerability is reviewed to determine if it is applicable to Heroku’s environment, ranked based on risk, and assigned to the appropriate team for resolution.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Heroku security and engineering staff monitor various tools and log feeds to detect anomalous behaviour. The teams review authentication events, sudo requests, data traffic patterns, and other data sources. More detail to specific questions available on request.
Incident management type
Supplier-defined controls
Incident management approach
Heroku maintains a formal incident response plan that describes procedures used to respond to a system breach - this is not a public document but answers to specific questions are available on request.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
Other
Other virtualisation technology used
LXC
How shared infrastructure is kept separate
Each application on the Heroku platform runs within its own isolated environment and cannot interact with other applications or areas of the system. This restrictive operating environment is designed to prevent security and stability issues. These self-contained environments isolate processes, memory, and the file system using Linux containers (LXC), while host-based firewalls restrict applications from establishing local network connections. Infrastructure uses a fully virtualized hardware provided by AWS.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
AWS Based

Pricing

Price
£25.42 per instance per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Customers can sign-up and use Heroku for free - lightweight 'free' dynos are available and most add-on services offer a free-tier to support testing of the service and capabilities.
Link to free trial
https://www.heroku.com/free

Service documents

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