iomart Group Plc

Managed Cloud by iomart

Managed Cloud by iomart is scalable, resilient, secure and fully redundant. Public, Hybrid and Private clouds are built on VMware VSphere in a high availability configuration across a network of data centres. Self-managed or fully managed, supported 24 x7, organisations have flexible on-demand access to compute resources.

Features

  • Platform architected from industry leading hardware and software components
  • Guaranteed 100% availability on all infrastructure (power, cooling and network)
  • On Demand VMs and storage
  • High availability
  • Guaranteed Service Level Agreement
  • Delivered from UK Data Centres
  • Storage is persistent
  • Each CloudSure server provisioned with 1 useable external IP address
  • Managed contention/resource
  • Simple, flexible billing model

Benefits

  • Cloud platform architecture delivers greater resiliency
  • Flexibility to create private or hybrid cloud configurations
  • Automatic failover protection to another hardware node
  • Better overall performance than an equivalent physical server
  • Access to much more underlying processing power
  • Increase resources as and when the need dictates
  • No single point of failure
  • Multiple connection opportunities - internet, PSN & N3

Pricing

£45 per server per month

  • Free trial available

Service documents

G-Cloud 9

158483892921128

iomart Group Plc

GCloud Team

01419316400

gcloud@iomart.com

Service scope

Service scope
Service constraints None
System requirements
  • Windows OS
  • Mac OS
  • Novell OS
  • Linux OS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Severity 1 (Critical Service Incident) - Within 15 mins
Severity 2 (Critical Service Incident) - Within 15 mins
Severity 3 (Non-Critical Service Incident) - Within 1 hr
Severity 4 (Minor Support Request) - Within 2 hrs
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 Our support teams are available 24/7 to respond to alerts, take calls, make decisions and act to ensure that your services are operating effectively every second of the day. The support desk is accredited to ISO20000-2011 and ISO27001-2013 standards and brings together 250 technical operations staff employed to cover everything with a guaranteed qualified engineering response within 15 minutes of notice.
As part of our on-going commitment to service excellence iomart will assign a dedicated Account Manager (Service Delivery Manager) and Technical Manager to the client. Our approach to Account Management has been developed to provide a value added service to our customers. The Account Manager’s main role is to understand the core objectives of our clients’ businesses and ensure the services we are providing continually support the achievement of their goals.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Iomart provide a full onboarding service with supported online training supporting user documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be extracted to an appropriate storage device as defined by the client.

There are no termination costs for this Service.
End-of-contract process The position after the Agreement ends:

iomart will immediately stop providing the Service

Payments due or payable by you under this Agreement will become due and payable immediately, including any unpaid Charges due for the remainder of the Initial Term or any Renewal Term (except where the Agreement has ended for iomart's material breach

Within 30 days after this Agreement ends, each of us will return all Confidential Information of the other in its possession at the time this Agreement ends and will not make or keep any copies of that Confidential Information except as required to comply with any applicable legal or accounting record keeping requirement.

Using the service

Using the service
Web browser interface Yes
Using the web interface Iomart deliver service desk facilities primarily via the iomart customer control panel.
iomart provides customers with a web-based Control Panel, which provides a broad view of information and services surrounding their solution which allows authorised users to create and manage cloud services as well as raise, track and report on support tickets.
Web interface accessibility standard None or don’t know
How the web interface is accessible The web interface is compatible with standard Windows accessibility options
Web interface accessibility testing No testing has been completed with assistive technology users.
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Iomart provision the Managed Cloud service from our highly available data centre infrastructure.
Each iomart Data Centre is fully powered, secure, resilient and newly equipped to handle the demands of future computing trends such as high density computing, virtualisation, energy conservation, distributed storage and multi site disaster recovery. Offering a total of 7,000 m² of advanced Data Centre technology in 8 major UK cities, we are not hindered by lack of space, legacy operating systems or practices.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
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 A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Databases
  • Physical and Virtual Servers
Backup controls The iomart Managed Service provides full support for backups

iomart Cloud Backup is an intelligent solution for both physical and virtual environments with application aware agents deployed to each server backing up centrally to a secure system.
Datacentre setup Multiple datacentres with disaster recovery
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)
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Mechanisms are in place to restrict unauthorized internal and external access to data with access to data appropriately segregated.

Firewalls configured not to permit traffic from a source IP or Media Access Control (MAC) address other than its own

Data in transit protection for iomart services are subject to audit at least annually under ISO 27001 and PCI-DSS certification requirements.

Availability and resilience

Availability and resilience
Guaranteed availability Iomart will ensure 100% uptime for Cloud Hosting Platform services as monitored by iomart systems, in line with industry best practice.
Only a Cloud Hosting Platform activated by a Customer at the time of a failure will be covered by this SLA. Should a Cloud Hosting Platform fall below the 100% uptime, iomart will work with the Customer and use all commercially reasonable endeavours to recover the Cloud Hosting Platform and any associated data.
Approach to resilience Regular testing and maintenance of infrastructure and the N+1 policy applied to data centres provides the basis of continuity controls. This is enhanced by the provision of multiple communication routes and the replication of iomart’s network infrastructure across iomart sites. iomart data centres are also located outside flight paths, flood plains, have no seismic threat, and are a minimum of 3km outside sites who could pose a potential accident or hazardous threat (as governed by HSE). Therefore, in the event of any given location being lost, the primary impact to iomart would be on office facilities, but with 6 UK Offices and 10 UK Data Centres providing hosting services and support, this impact is limited and mitigated with standing arrangements to relocate staff to the nearest iomart site.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals.
Remote management access is authenticated and directly associated to authorised individuals rather than group accounts
All managed systems monitored and access logged and tracked for auditing purposes
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication
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

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 User-defined
Access to supplier activity audit information Users have access to real-time 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 ISOQAR
ISO/IEC 27001 accreditation date 18/12/2008
What the ISO/IEC 27001 doesn’t cover As detailed within the SOA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes The iomart Group adheres to the Security Classification Definitions as described in the Government Security Classifications Policy (GSCP). This is outlined and defined in section 5.3 of the iomart Quality Manual and forms part of iomarts overall integrated management system, which consists of UKAS / APMG / NCSC accredited systems. Notably; ISO 27001:2013 Information Security Management; ISO 20000-1:2011 IT Service Management; ISO 9001:2015 Quality Management; ISO 14001:2015 Environmental Management and NCSC compliance for iomarts Cloudsure service. All are regularly audited for compliance by an accredited certifying body.
These standards require iomart to have robust controls in place to manage data, documents and records. Showing that iomart has appropriate and measured controls in place to manage OFFICIAL information that if lost, stolen or published in the media could have more damaging consequences (for individuals, an organisation or government generally).
All iomart Data Centres and have been independently assessed on a number of occasions by local authorities and UK Government Departments, Senior Information Risk Owner’s (SIRO) as suitable for holding and processing their sensitive information to OFFICIAL level.

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 Our change management processes are in line with ISO27001 control A.12.2
Controlled mechanism for making changes to the operational environment are in place.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Iomart vulnerability management process is aligned with ISO27001:2013 control A12.6.1 which addresses 3 key areas:
• Timely identification of vulnerabilities
• Assessment of or exposure to a vulnerability
• Defined measures to address the risk
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Iomart Protective Monitoring is aligned with ISO27001:2013 control A.12.4
Event Logging
Protection of log information
Admin & operator logs
Clock synchronisation"
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 Iomart incident management is aligned with ISO27001:2013 control A.16.1
Full incident management procedure
Responsibilities & procedures
Assessment of and decision on security events
Response process
Evidence collection
Learning from 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 Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate Each tenant’s servers are segregated into their own VLAN
iomart consult with clients to determine if servers need configured to further split server farms over separate security zones. This ensures that uncontrolled network communications do not occur through adjacent architectural tiers
Storage presentation is segregated through the use of fibre-channel zoning, prohibiting any host from accessing unauthorised storage areas

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £45 per server per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Iomart can provide a POC of the service

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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