Cloud Service Management from Fordway

Fordway Cloud Service Management provides Service Assurance, environment maintenance and updates, user support and Systems Integration and Management (SIAM) to ISO20001 certified processes for any cloud services. These services cover Fordway's and other G-Cloud services, public cloud and where applicable integration between them.


  • Nominated Service Delivery Manager for Cloud Service Assurance
  • Service integration with Fordway Cloud Monitoring as a Service
  • Operational and billing management of multiple cloud services
  • ISO27000 and ISO20000 assured services and advice
  • UK Service Desk with user self-service portal for standard processes
  • End user support add-on for Fordway DaaS consumers
  • Managed major incident and problem process
  • Customised reporting for Cloud services consumed
  • Scheduled service reviews according to service scale and complexity


  • Single point service management for disaggregated IT services
  • In depth knowledge of cloud industry, providers and services
  • Skilled and experienced in managed multi-supplier IT Supply Chains
  • All services provided by UK based, native English speaking staff
  • Manned 24 x 7 service and support
  • Excellent and established relationships with major public cloud providers
  • Independent review and reporting of third party supplier capabilities
  • Tailored, human assistance rather than online portals
  • Best practice methodologies and frameworks including ITIL, SFIA and ISO
  • Cross supplier service consolidation and reporting against defined service levels


£300 to £975 per person per day

  • Free trial available

Service documents


G-Cloud 11

Service ID

1 5 7 9 0 8 6 2 7 5 9 9 6 7 4



Richard Blanford

01483 528200

Service scope

Service scope
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1 incident 24 x 7, 15 minute response.
Priority 2 incident 24 x 7, 1 hour response Priority 3 incident 12 x 5, 4 hour response.
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 Yes, at extra cost
Support levels The services are supported 24x7x365 by Fordway's Service Desk to assure service availability. Fordway has a standard SLA that details response times which can be tailored to customer needs. Additional support options and services can be added to the standard support levels.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started For the initial instance order Fordway need to create a unique security domain for the client. Once the client security domain is created clients can provision new instances from standard templates, and expand, contract or suspend existing instances. All provisioning is assisted by Fordway's Service Desk if needed, included within the service price. Further details are provided in the Service Description.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Fordway have an exit procedure with which we work with the user to exit or migrate away from this services, depending on the configuration of the solution. Data is held for 30 days following service termination, within this period it can be copied to other cloud services, physical devices shipped to Fordway's datacentres or supplied on agreed media.
End-of-contract process Fordway have an exit procedure with which we work with the user to exit or migrate away from this service, depending on the configuration of the solution. This exit procedure will include any data, performance statistics and service records as described within the contract along with any associated costs. Process requirements are detailed in the Service Description. There are no termination costs, data migration may be charged.

Using the service

Using the service
Web browser interface Yes
Using the web interface Supported browsers:
• Internet Explorer 7
• Internet Explorer 8
• Internet Explorer 9
• Internet Explorer 10+
• Microsoft Edge
• Firefox
• Chrome
• Safari 9+
• Opera
Web interface accessibility standard WCAG 2.1 A
Web interface accessibility testing Supports all assistive technologies supported by the base browser
What users can and can't do using the API The API is accessible through the customer portal. Users can:
1) Start and suspend provisioned services
2) Provision new instances under an existing agreement
3) Check performance and utilisation of instances or groups of instances
4) Check consumption for billing
5) Log, track and manage Incidents, Service Requests and Change Requests
6) Instant Message/web chat with Fordway Service Desk and other staff
API automation tools
  • Chef
  • OpenStack
  • Puppet
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface No


Scaling available Yes
Scaling type Automatic
Independence of resources Each customer has guaranteed resources which are assigned and allocated when the agreement is set up
Usage notifications Yes
Usage reporting
  • API
  • Email


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


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • 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
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
  • All elements including files, data, virtual machines images, databases
  • Application specific backup for most major applications
  • Snapshot recovery for immediate data restoration
  • Backup data copied to second datacentre
Backup controls Users can recover data from snapshots through the Customer Portal, alternatively data restoration can be requested through Fordway's Service Desk
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
  • 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
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Disclosed on request.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Disclosed on request.

Availability and resilience

Availability and resilience
Guaranteed availability Fordway provide a standard SLA, dependent on the service resilience purchased, with availability up to 99.95% measured annually; 99.9% any quarter. Fordway recompense users with a credit of 2.5% of the monthly service contract value for each working hour the service has not met the SLA, up to a maximum of 20% of the monthly service charge.
Approach to resilience Instances are available as Standalone, Resilient or High Availability. All standalone instances are delivered from our fully resilient TIA Tier 3 Plus UK datacentres. Resilient instances and all associated data are replicated to a second Tier 3 Plus UK datacentre. High Availability instances have two virtual servers replicated in real time between two datacentres, using hypervisor and application replication. Backup and long term data retention for any instance is provided using Fordway Backup and Recovery as a Service (BRaaS) and is included in the instance cost.
Outage reporting The service operates under Fordway's standard SLA appropriate to the specified service resilience level. Any service outages will be reported as per the SLA, which will be tailored to the customer's requirements. SLA performance and outage are reported into the Customer dashboard, email alerts can be configured where requested or required by the client

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels By customer request. Customers gain access to manage services through the Customer Portal, management interfaces are not normally exposes to clients. There are no restrictions on support channels.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • 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)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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 ISOQAR
ISO/IEC 27001 accreditation date 14/03/2016
What the ISO/IEC 27001 doesn’t cover Statement of Applicability disclosed on request.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • Cyber Essentials Plus
  • N3 – Annually maintain the IGSoC
  • PSN Code of Compliance and Practice for Fordway PSN IaaS
  • PSN Code of Compliance and Practice for Fordway PSN PaaS
  • PSN Code of Compliance and Practice for Fordway PSN DaaS

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 All security management and reporting is defined by and run to Fordway's ISO27001 procedures, which are externally audited for compliance.

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 Fordway change and configuration process aligns with ITIL v3.0 and ISO27001 and ISO20000.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Fordway's risk management aligns with ISO27001.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Fordway's security incident and event monitoring conforms to ISO27001 and DPA requirements. Any incident will be assessed for risk and prioritised accordingly.
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 Fordway's incident management process complies to ISO27001:2013 and aligns to ITIL best practice and ISO20000. Incident management and reporting is defined within Fordway's standard SLA and tailored to customer requirements.

Secure development

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

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 Hyper-V
How shared infrastructure is kept separate A defined security domain ('bubble') or number of domains, as appropriate, is created for each client, allowing client-specific security policies to be set up. The security domains can span multiple datacentres. Each client's instances are then configured in the security domain.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Both our providers facilities are registered on the EU Datacentres European Energy Efficiency Platform (E3P), link here:


Price £300 to £975 per person per day
Discount for educational organisations No
Free trial available Yes
Description of free trial Trail offered for up to 30 days for maximum 2 x Level 1, 2 or 3 instances. Customer to provide any necessary application licences on top of included Windows or Linux server licence

Service documents

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