PDG Consulting

Any Oracle System in the Amazon Cloud

We will migrate your Oracle systems from an on-premise or cloud environment to our Amazon Web Services hosted cloud. We will then provide support for your Oracle systems in our Amazon Cloud.

Features

  • Remote access
  • Real-time reporting
  • Monitoring of Oracle systems 24/7
  • Easy to scale compute and storage either up or down
  • Secured systems

Benefits

  • High Availability of Oracle systems
  • Quickly able to fail-over to a disaster recovery zone
  • Able to add and decommission environments quickly
  • Able to reduce total cost of ownership
  • Easy to audit for compliance

Pricing

£1000 per unit

Service documents

G-Cloud 10

147132211056362

PDG Consulting

Mark Smith

0330 123 3226

mark@supportrevolution.com

Service scope

Service scope
Service constraints AWS only supports Linux and Windows. If the customer has any Oracle systems that are not on these platforms, then we would perform a platform migration so that the Oracle systems can be supported in AWS. We would perform the platform migration for you, as part of the project.
System requirements Must be licensed for their Oracle systems

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our RemedyForce service desk system and the processes surrounding it are based on ITIL best practice. Each incident raised with us is allocated an Impact (High, Medium or Low) and an Urgency (High, Medium or Low). The combination of Impact and Urgency defines the Priority.
Our SLA includes the following Target Response Times and Target Resolution Times:
P1 Response & Resolution=15 minutes & 2 hours
P2 Response & Resolution=1 hour & 4 hours
P3 Response & Resolution=4 hours & 3 days
P4 Response & Resolution=8 hours & 5 days
P5 Response & Resolution=3 days & 10 days
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We can provide support for your Oracle systems in our AWS Cloud either as 24/7, or just for working hours during working days, so 8am to 6pm, Monday to Friday.
We provide dedicated named contacts s part of our support service, which includes a Service Desk Manager, Support Manager, Technical Account Manager and a Lead Cloud Support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of the migration of your Oracle systems to our AWS Cloud, we will provide documentation regarding access and the solution design of the system. These documents will be shared with you as part of the knowledge transfer to your users. We will also provide onsite or online training depending on your requirements.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We do not provide an export as this will impact your business and incur downtime during the off-boarding process. At the end of the contract, we simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:
• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook
End-of-contract process At the end of the contract, we simply handover control of your AWS account(s) to you. This ensures that there is no disruption and the system remains fully operational throughout. Typically, we provide several documents to ensure that the system can be supported and maintained, such as:
• AWS VPC Build documentation
• AWS EC2 Build documentation
• AWS Migration documentation
• Monitoring documentation, thresholds, alerts configuration
• Scaling environments up/down documentation
• Storage configuration and maintenance documentation
• Cloning documentation
• Backup documentation
• DR failover runbook

Using the service

Using the service
Web browser interface Yes
Using the web interface Our Service Desk system is based on Remedyforce, which (per Gartner) is the market leading Service Desk system in the world. It is Cloud-based and we have had it configured specifically to support our Oracle customers.

Throughout the lifetime of an incident, we will provide regular progress updates. Each time that an issue is updated on our Service Desk system, an automated email is sent to the client to indicate that an update has been made. Regular updates are also provided by telephone by our Service Desk staff. On resolution of an incident, we will request approval from the client to close the call. The frequency of updates varies with the severity of the incident. However, for urgent issues of high severity, we will update you as soon as any progress is made or at a frequency to be agreed at the time. As an example, if the system is down, we may agree to call you every 15 minutes until the incident is resolved.

Our system includes a Customer Portal so that customers can track progress on any incident.
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing N/A
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources We proactively monitor resource usage and reallocate resources as required, to guarantee availability. We will also work with you to architect the most optimum solution, based on resource usage requirements.
Usage notifications Yes
Usage reporting Email

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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
  • Virtual machines
  • Applications
  • Databases
Backup controls Customers can request a custom backup schedule as part of the service definition. Standard daily backups come as standard.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Single datacentre
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
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability AWS will use commercially reasonable efforts to make the Included Products and Services each available with a Monthly Uptime Percentage (defined below) of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Products and Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for Reserved Instances) for either Amazon EC2 or Amazon EBS (whichever was Unavailable, or both if both were Unavailable) in the Region affected for the monthly billing cycle in which the Region Unavailability occurred in accordance with the schedule below.

Monthly Uptime Percentage is less than 99.99% but equal to or greater than 99.0%, then Service Credit Percentage is 10%.

Monthly Uptime Percentage is less than 99.0% but equal to or greater than 99.0%, then Service Credit Percentage is 30%.
Approach to resilience This is available on request.
Outage reporting Service availability will be monitored using CloudWatch and Nagios, which will be integrated with the AWS Simple Notification Service to send alerts and notifications to our Service Desk Team. Should there be an unavailability issue, then an alert is generated from the monitoring tool, which creates an incident within our Remedyforce Service Desk system. In some cases, we can set remediation action, such as if a service is down to then complete another action, such as restart the environment.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to the customer environments for management and support channels are restricted to dedicated VPN connections followed by connecting via a dedicated Bastion host or RD Gateway. These machines are protected by AWS, and access is governed by the defined Role Based Access Controls for our support staff to ensure access is only granted where necessary and for the duration it is needed, and to ensure a full audit trail of access is recorded for the activity. We deploy the principle of least privilege, with users having the fewest possible permissions necessary to perform their job functions.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Devices users manage the service through
  • Dedicated device on a government network (for example PSN)
  • 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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QAS International
ISO/IEC 27001 accreditation date 14/04/2017
What the ISO/IEC 27001 doesn’t cover Anything that is not related to Oracle systems.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 PDG’s management information security forum consists of key members of the management team, including the Head of Delivery who is the chairman of the forum. Any changes to these documents, must be agreed by the Head of Delivery and the Managing Director. Changes are submitted by Team Managers within the company, to the Head of Delivery. This is reviewed monthly, before any amendments are made to the document and approved. Should there be any non-conformance recorded which requires a change to procedures and process immediately, then this is presented to the Head of Delivery for an immediate update to the document.

A copy of the Security Policy is made available to all staff currently employed, or when they join PDG. Individual sections of the Security Policy are updated as required and are available on the PDG Intranet site. All members of PDG are expected to be familiar with and to comply with the Security Policy always. The Head of Delivery will, in the first instance, be responsible for interpretation and clarification of the Security Policy. All members who have supervisory responsibility are required to actively promote best practice amongst their supervised staff.

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 AWS Config is used to provide a detailed view of the configuration of the AWS resources in our customers accounts, including how resources are related to one another and how they are configured. This tool is used to ensure governance over the resource configurations, meet auditing and compliance, managing and troubleshooting configuration changes and security analysis. AWS CloudFormation is used manage the environments with the use of templates, which are checked in to AWS CodeCommit, to strictly govern versions. All change is governed by our internal Change Advisory Board (CAB), and everything is tested before signed off into production.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Amazon Inspector, and AWS Trusted Advisor are used for security, which continually monitor the systems for compliance and vulnerabilities. Additionally we architect the system with additional layers of security using third party IDS/IPS tools security tools, such as Trend Micro. These tools are constantly updated with the latest vulnerabilities, and threats are identified from published CVE’s. We can quickly deploy responses to any vulnerabilities instantly by using virtual patching within hours.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We monitor systems using a combination of tools which include, Nagios, Trend Micro and Cloud Watch. For example, if any thresholds are breached, and or any security alerts are identified, our service desk receives automatic notification of these alerts and an incident is raised. These are delivered in the form of email and SMS text messages to our support staff, delivered via AWS Simple Notification Service (SNS). Response to these incidents is within our SLA’s and fully audited.
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 Our Service Desk system is based on Remedyforce, which (per Gartner) is the market leading Service Desk system in the world. It is Cloud-based and we have had it configured specifically to support our Oracle customers.

Our support customers can contact the Service Desk through the following ways:

o Email
o Telephone:
o Self-service in Remedyforce

Our system includes a Customer Portal so that customers can track progress on any incident and can see the status of their incidents in real-time. A monthly support report is issued to all customers which provides details on incidents.

Secure development

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

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £1000 per unit
Discount for educational organisations No
Free trial available No

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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