Timico Limited

Managed VDC (Virtual Data Centre)

Virtual Data Centre is designed to be the optimal environment for critical business applications whilst enabling the transformation of IT infrastructure and hybrid cloud architectures. Migrating workloads to VDC results in improved IT efficiencies and controlled spend, reducing investment in on-premise infrastructure and focusing your IT teams on strategic activities.

Features

  • Industry leading platform architecture
  • Fast time to deploy
  • Fully managed services
  • Flexible licensing options
  • Secure, on-net hosting

Benefits

  • Predictable monthly billing
  • Secure, on-net hosting
  • Flexible licensing options
  • Improved business continuity options
  • Improved disaster recovery options

Pricing

£400.00 a person a day

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

1 4 9 1 4 5 9 7 2 7 2 4 9 0 1

Contact

Timico Limited John Garton
Telephone: 07387 092775
Email: john.garton@timico.co.uk

Service scope

Service constraints
- The customer must provide Timico with access to install tools for migration into the VDC on any existing servers that are being migrated as part of the project
- Licenses provided by Timico in the VDC estate are not portable outside of the infrastructure
- In order to ensure that Timico can provide sufficient management levels for the System Operations Service Level it is agreed and understood that the customer will not have admin access of the vCloud Portal and VM’s will be accessed via the VM console or directly through the OS.
System requirements
  • Microsoft Windows Server
  • CentOS
  • Debian
  • Ubuntu

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 30 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
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
Onsite support
Support levels
Onsite support is categorised into levels 1, 2 or 3. Technical expertise ranges from basic end user support through to deployment of hardware and configuration. Onsite support can be sold in bundles of day tickets or charged on a time and material basis. Timico also monitor, maintain and patch in line with our standard policies and your requirements. The relevant support is discussed at the time of solution design.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Within the solution design of the deployment of the service we will discuss the transition and deployment plan for your end users. Our support to end users can range from providing a phone number into our IT Helpdesk through to providing an onsite engineer to help on Go Live days with training end users.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
There are a variety of different options for this dependent on the solution that has been provided, and this requirement will be discussed and agreed with the buyer once notice of the contract has been given.
End-of-contract process
An Exit Provision is built into the Service Provider Agreement. At the point a request to terminate the contract an exit plan will be agreed including the format and provision of data and any novation to an alternative supplier.

Using the service

Web browser interface
Yes
Using the web interface
Our Web Interface offers ITSM/ITIL interactions along with billing and performance information.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
No additional features to support accessibility standards at this time.
Web interface accessibility testing
None to date.
API
Yes
What users can and can't do using the API
The API supports ITSM interaction with Webhooks and API calls.
API automation tools
Other
Other API automation tools
NA
API documentation
Yes
API documentation formats
HTML
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Resources for customers work on an allocation based method for RAM and disk as opposed to pooling. Resource pools are used for the prevention of resource exhaustion in other areas.
Usage notifications
Yes
Usage reporting
  • API
  • Email
  • Other

Analytics

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

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
No
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
• Secure racks and/or cages;
• ISO27001 and PCI aligned Physical Security policy in all datacentres;
• Backups encrypted in transit and at rest to 256-Bit AES;
• Data encrypted at rest to FIPS-140-2 standard;
• ISO27001 aligned Media Handling and Disposal Policy in place.
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
Yes
What’s backed up
  • Virtual Machines
  • Files
  • Databases
  • Exchange
  • Sharepoint
  • Oracle
  • Active Directory
Backup controls
Managed VDC customers with Managed Backup included in their service are provided with a 14 day, daily backup schedule. Customers have the option, if required to retain backups for longer, up to 7 years.
Datacentre setup
Multiple datacentres
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IPSEC or Private circuits (CAS-T) can be deployed in order to protect data in transit.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Data is only encrypted within the customers environment or from endpoint to endpoint with the agreed encryption methods (IPSEC/CAS-T). Packets across our network are not encrypted, but seperated by MPLS label at layer three or VLAN segmentation within data centres. The network infrastructure has physical, configuration, and administrative security applied aligned to our security standards.

Availability and resilience

Guaranteed availability
System Operations ensures that Virtual Machines are secure through patch management, monitoring, backup and antivirus all under a single service level. However, if the cusotmer wishes to maintain a hands-on approach, we have our Infrastructure only service level, ensuring VM’s are available whist they take care of the rest.

Full details of what is included in the two Servce Levels can be found in the Service Description.
Approach to resilience
Our Data Centre has been externally audited by the UKAS accreditation body, ISOQAR, and has achieved ISO 27001 certification. An important part of the audit deals with the Data Centre's physical, logical access and environmental security. Any system containing sensitive data is protected by a firewall and all suspicious activity recorded and reviewed by monitoring systems. Regular audits of security logs are undertaken, with strict system access policies in place to ensure staff have appropriate access relevant to their role. The Timico Data Centre Facility is designed in such a way to ensure maximum availability in the event of a power failure. We have multiple redundant systems in place (n+n) providing a resilient service. Should the need arise, with adequate fuel being available, the facility could run on backup generators indefinitely. All customer hardware is supported by redundant UPS systems which are in turn backed up by the generators. Timico also have the facility to utilise portable generators in the event we are unable to operate on the onsite generators. All customer and core hardware is located within our Data centre environment.
Outage reporting
Timico's monitoring and management suite, proactively manage event and performance information and perform triaged and escalation of events to incidents within our ITSM where our NOC are notified.

Once an incident is confirmed, this is available within the Dashboard on our portal, consumable via the API and email alerts are generated.

On wider outages, we operation a status page and generate email alerts to subscribed users.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user.
Controls in place include:
• Two factor authentication for user access;
• TLS 1.2 based traffic;
• HTTPS enforced on ITSM portal;
• Role based access controls.
• Active monitoring of authentication activity.
Access restrictions in management interfaces and support channels
All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user.
Controls in place include:
• Two factor authentication for user access;
• TLS 1.2 based traffic;
• HTTPS enforced on ITSM portal;
• Role based access controls.
• Active monitoring of authentication activity.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Description of management access authentication
All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user.
Controls in place include:
• Two factor authentication for user access;
• TLS 1.2 based traffic;
• HTTPS enforced on ITSM portal;
• Role based access controls.
• Active monitoring of authentication activity.
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

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Approachable Certification
ISO/IEC 27001 accreditation date
April 2020
What the ISO/IEC 27001 doesn’t cover
The scope of our ISO 27001 accreditation applies to all aspects of the work conducted by Timico Limited as a managed cloud services provider at its Headquarters and Data Centre in Newark, Nottinghamshire and its Telford, Winnersh and London Offices.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Teamwork IMS Ltd
PCI DSS accreditation date
26/02/2020
What the PCI DSS doesn’t cover
Timico's PCI DSS Certification does not cover our customer's own media (containing CHD) if used. Timico does not have any contact with customer's hardcopy media in relation to cardholder data that the customer might store, process or transmit. Timico also does not have access to a customer's cardholder data, and hence do not share cardholders data with any parties.
Other security certifications
No

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
Security is part of our culture. We maintain a Security Manual detailing the policies and procedures we adhere to as a company both systems and personally. We maintain a rota of security meetings and reviews to discuss the policy or specific requirements. we are happy to share the Security Manual at the point of engaging with you. We are a registered ISO: 27001 company, confirming our ability to produce a framework of policies and procedures that match the essential information risk management processes, including legal, physical and technical controls. In order to maintain essential security regulations, we ensure compliance through all of our business processes. This allows us to deliver products and services to you with the confidence all your business data and processes are secure, with no room for error. With specific reference to security for our Data Centre, this was built with resilience and N+1 or N+N in mind. The facility sits behind security enforcement and an access-controlled gate. Our reception is a managed full-time, with CCTV systems running throughout the facility 24/7. Biometric access controls give us the confidence that our data centre is secure, and we operate a strict access policy to prevent any unauthorised visits.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The primary objective of our Configuration and Change Management (and part of our ISO9001 and ISO27001 processes) is to enable changes to be made with minimal or no disruption to the services we provide. The goals of the this policy include a standard process for requesting, planning, approving, communicating, implementing and reporting changes to services. Policies are in place to perform risk and impact assessments against Confidentiality, Integrity and Availability are carried out and documented prior to any change.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Timico's Patch Management Policy provides the processes and guidelines necessary to maintain the integrity of systems and data by applying the latest Operating System security updates/patches in a timely manner, and establish a baseline methodology and time frame for confirming patch-management compliance. Timico will monitor the deployment of patches and investigate any issues during this process. Management of critical patching are dealt with as a security incident. Devices accessible from the Timico network receive critical security patches during the next maintenance window, no later than 30 days following release by the vendor or as determined by the incident.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Timico's Managed Monitoring Policy defines which systems and services are monitored and provides the processes and guidelines necessary to monitor and alert for events requiring escalation or remediation. Timico manages a number of tools and systems to enable the monitoring, and the threshold (the monitoring parameters/polling frequencies and monitoring theshholds and limits for when an alert or notification is raised) the collectors or agents will work to is defined within the Service Description for each product, with resolutions to incidents being provided in line with the SLAs associated with each service.
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
A detailed/documented incident process is included within our Information Security Manual, and forms part of our ISO 9001/27001 certifications. Any incident is logged in our ServiceNow platform, where all updates are added, with the incident flag selected. As soon as the incident is logged, the relevant people will then: -
▪ Assess the Incident and its seriousness
▪ Ensure communications take place with those affected
▪ Develop tactics for containing the Incident, so any damage does not spread
▪ Ensure analysis takes place to help ascertain its root cause(s)
▪ Ensure correctives actions are implemented, and aim to prevent recurrence

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
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Tenants are grouped into logical units or folders for administrative purposes.

Within the infrastructure, layer two separation exists to segregate local traffic and layers three to seven are controlled by dedicated security appliances.

Resources within the hypervisor, are segregated by the hypervisor.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
A detailed report on the efficiency of our Data Centres can be provided upon request.

Pricing

Price
£400.00 a person a day
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A free trial may be available for this service - subject to the requirements and the actual solution required, and subject to agreement by both parties.

Service documents