Mobilise Cloud Services Ltd

AWS Managed Service

Mobilise are an AWS Managed Service Provider (MSP 1 of only 9 in UK) and AWS Managed Services Partner (AMS - First and only in UK). Mobilise have been certified by Amazon to deliver exceptional managed services, next generation monitoring and innovation to AWS customers using our ISO27001 Service Desk.

Features

• Service Desk - ITIL Change/Problem/Incident Management
• Customer Obsession - delivering reviews and satisfaction surveys
• Cloud Centre of Excellence – delivering innovative solutions improving services
• AWS Well Architected Partner, AWS Managed Service Provider MSP
• Enablement through DevOps; automating build, test and deployments CICD
• AWS Managed Services Partner (AMS), AWS Migration Acceleration Partner (MAP)
• Security Information and Event Management SIEM
• 24/7 Next Generation Monitoring and Alerting
• 24x7x365 monitoring, alerting and SLA
• AWS services: SaaS, PaaS, IaaS, Data and AI/ML services

Benefits

• AWS Managed Service Provider MSP
• Business Health & Management successfully audited by Amazon.
• AWS Well Architected Partner: approved to deliver expert solution designs
• DevOps and Migration capability successfully audited by Amazon
• Security processes successfully audited by Amazon
• Recognised as a Next Generation Service Management Capability by Amazon
• Capacity and Cost Management processes successfully audited by Amazon.
• Security vetted UK based team; over 90% engineers AWS certified
• ISO27001 security and ISO9001 quality certified service
• ITIL aligned best practice processes

£0.01 to £0.01 a virtual machine a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.carnie@mobilise.cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

161046491194813

Contact

James Carnie
07817317694
james.carnie@mobilise.cloud

Service scope

• Service constraints: See https://aws.amazon.com/to determine applicable constraints based on buyers requirements.
• System requirements: See https://aws.amazon.com/

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard SLA response time is 15 minutes and the level of SLAs can be tailored for each customer based on a priority system. Service availability can be arranged to cover a standard business working week 9-5 or a fully managed 24/7 SLA.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: As an AWS Managed Service Provider, Mobilise have passed Amazon's independent audit of our Managed Service offering - one of only a handful of UK companies to achieve this accreditation. As such Mobilise are expertly placed to off AWS support and advice to your business.; Our ISO27001 Service Desk is manned 24x7x365 by AWS certified engineers - most of whom maintain an SC clearance. This allows us to deal with sensitive Government information using our quality and information security processes.; Our Design Solution, Migration & DevOps capabilities have been successfully audited by Amazon to ensure we meet the highest standards. As an AWS Well Architected Partner and Public Sector partner, Mobilise have a wealth of experience delivering and supporting Government solutions using highly repeatable, reliable, automated patterns using infrastructure as code.; Next generation monitoring automatically identifies new resources, scales to meet demand and uses machine learning to identify outliers, providing insightful statistical information.; Support levels can be tailored to meet the customers requirements - which will be reported on and managed by our engagement lead following customer obsession policies.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: AWS provide a range of learning materials including detailed documentation, blogposts, tutorials, learning videos, online courses, training days, hands on labs and bootcamps. AWS also offer support from the public sector team allowing Government to contact AWS for further advice.; ; Mobilise can also provide additional onboarding and training support to complement the AWS material already provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If resources have been defined using Infrastructure as Code, then users will have the appropriate data in their source control systems. Other conventional tools used for backing up or extracting data can be used on EC2 instances (such as rsync). Databases can have data extracted using the softwares proprietary tooling to create 'data dumps'. AWS also provides services for migrating machines/data out of AWS.
• End-of-contract process: Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism. Buyers pay for the services they use to the point of account termination.

Using the service

• Web browser interface: Yes
• Using the web interface: Users will have access to the AWS Portal, where they can perform changes through the AWS Web Interface.; ; Users will have access to Mobilise Service Desk portal which allows them to raise incidents and changes. It also allows customers the option to look through historical data, generate reports and customise their view.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: All services can be configured through the AWS API using approved security keys. There are no limitations to how these AWS services can be configured. For more information, please see https://docs.aws.amazon.com/index.html#user_guides
• API automation tools:
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
  • Other
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
  • Other
• Using the command line interface: All AWS Services can be fully configured through the AWS-provided command line interface (CLI) tooling. There are no limitations on how this CLI tooling has been configured. For more information, please see https://docs.aws.amazon.com/cli/latest/userguide/cli-chap-using.html

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.; ; Services which provide virtualised operational environments to customers such as EC2, ensure that customers are segregated via security management processes/controls at the network and hypervisor level.; ; AWS continuously monitors service usage to predict infrastructure availability commitments/requirements. AWS maintains a thorough capacity planning model to assess infrastructure usage. AWS is always creating new data centres to meet future demands to implement additional resources based upon current resources and forecasted requirements.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • SMS

Analytics

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

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. https://aws.amazon.com/compliance/data-privacy-faq/; ; AWS is responsible for the security of the cloud, whilst customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).; ; Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
• 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: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Databases
  • Virtual Machines
  • Kubernetes Clusters
  • Elastic Clusters
  • Cloud Resources (EC2, RDS etc.)
  • File Storage
• Backup controls: Users can control backup schedules by applying tagging to specific resources or by scheduling changes through email, phone and a web portal.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Other
• Other protection within supplier network: Using the AWS Shared Responsibility Model, AWS defines the roles and responsibilities for users - whilst ensuring they meet their commitments. This will involve Customer environments being logically segregated to prevent users and customers from accessing resources not belonging to them. AWS enables customers to open secure, encrypted channels to AWS services using TLS/SSL, IPsec or TLS VPN.

Availability and resilience

• Guaranteed availability: AWS has a raft of SLAs for hundreds of services which can be viewed on their site at https://aws.amazon.com/legal/service-level-agreements/; ; As an AWS Well Architected Partner, Mobilise can help design solutions that meet stringent SLAs set by customers.
• Approach to resilience: The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximising the effectiveness of the recovery and reconstitution efforts and minimising system outage time due to errors and omissions.; ; AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.; ; Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilisation of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
• Outage reporting: AWS provides public dashboards (https://status.aws.amazon.com/) and also RSS feeds to notify engineers of any outages immediately. Customers can also create custom dashboards using AWS CloudWatch which can trigger alarms to send notifications to SMS and Email.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: AWS’s Identity and Access Management (IAM) system controls access to AWS services/resources. No actions are permissible without authentication. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost.; ; AWS CoudTrail allows you to log, continuously monitor and retain events related to API calls across your AWS infrastructure.
• Access restrictions in management interfaces and support channels: AWS Identity and Access Management provides user access control to AWS services, APIs and specific resources.; ; API calls to configure AWS resources are authenticated using the users AWS secret access key.
• 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
  • Other
• Description of management access authentication: AWS IAM is configured to identify certain roles within AWS. These roles are configured using the concepts of least privilege. Ordinary users are given limited access to AWS resources, whilst administrators are given increased access. Administrators can log in using their credentials and then assume an Administrator role to perform management tasks. Users are protected by enforced multi-factor-authentication and processes following ISO27001 and ITIL standards around data access.
• Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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: You control when users can access audit information
• 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

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Axelos Global Best Practice
• ISO/IEC 27001 accreditation date: 24/01/2014
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/01/2016
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: https://aws.amazon.com/compliance/csa/
• PCI certification: Yes
• Who accredited the PCI DSS certification: https://aws.amazon.com/compliance/pci-dss-level-1-faqs/
• PCI DSS accreditation date: 01/01/2016
• What the PCI DSS doesn’t cover: https://aws.amazon.com/compliance/pci-dss-level-1-faqs/
• 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
  • Other
• Other security governance standards: Cyber Essentials Plus; ISO 27017
• Information security policies and processes: As an AWS Managed Service Provider, Mobilise have been independently audited for security policies and processes by Amazon.; ; AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.; ; Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.; ; AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.; ; The output of AWS Leadership reviews include any decisions or actions related to:; ; • Improvement of the effectiveness of the ISMS.; • Update of the risk assessment and treatment plan.; • Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.; • Resource needs.; • Improvement in how the effectiveness of controls is measured.; ; Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As an AWS Managed Service Provider, Mobilise Configuration and Change Management processes have been independently successfully audited by Amazon.; ; Configuration changes are raised through change requests to the Mobilise ISO 27001 service desk, where a series of approvals must be met before the change is delivered. Changes can be tracked by customers and rollback plans are always included.; ; Changes are assessed for potential security impacts by AWS certified architects using a peer to peer review mechanism before final approval from authorised party.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.; ; AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: As an AWS Managed Service Provide, Mobilise have been successfully audited in their next generation monitoring capabilities.; ; AWS provide in-house monitoring on their infrastructure, which includes:; • Port scanning attacks; • Usage (CPU, processes, disk utilisation, swap rates, software-error generated losses); • Application metrics; • Unauthorised connection attempts; ; Mobilise enhance this by customising AWS services to provide Audit logging across all accounts using AWS CloudTrail. Continuous compliance using AWS Config to ensure resources remain compliant and CIS hardened images remain hardened. AWS KMS to encrypt all storage solutions at REST. Third Party real-time monitoring tools utilising machine learning.
• Incident management type: Supplier-defined controls
• Incident management approach: AWS adopts a three-phased approach to manage incidents:; ; 1. Activation and Notification Phase; 2. Recovery Phase; 3. Reconstitution Phase; ; To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.; ; The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.

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: Other
• Other virtualisation technology used: VMware; Hyper-V; AWS Paravirtual; AWS Hardware Virtual Machine
• How shared infrastructure is kept separate: Customer environments are logically segregated, preventing users and customers from accessing unassigned resources. Customers maintain full control over their data access. Services which provide virtualised operational environments to customers, ensure that customers are segregated and prevent cross-tenant privilege escalation and information disclosure via hypervisors and instance isolation.; ; Different instances running on the same physical machine are isolated from each other via the Xen hypervisor. The Amazon EC2 firewall resides within the hypervisor layer, between the physical network interface and the instance's virtual interface. All packets pass through this layer. The physical random-access memory (RAM) is separated using similar mechanisms.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: AWS is committed to running our business in the most environmentally friendly way possible. In addition to the environmental benefits inherently associated with running applications in the cloud, AWS has a long-term commitment to achieve 100% renewable energy usage for our global infrastructure footprint. We’ve made a lot of progress on this commitment. In January 2018, AWS achieved 50% renewable energy usage.; ; To date, we have announced nine new renewable energy projects (three wind farms and six solar farms), and these projects will deliver a total of 2 million MWh of energy annually onto the electric grid powering AWS data centers located in the AWS US East (Ohio) and AWS US East (N. Virginia) Regions. The electricity produced from these projects is enough to power the equivalent of over 190,000 U.S. homes annually, which is approximately the size of the city of Atlanta, Georgia.; More information is available on the AWS and Sustainability page.; ; AWS introduced its first carbon-neutral region in 2011. Today, AWS offers customers five AWS Regions that are carbon-neutral:; ; • US West (Oregon); • AWS GovCloud (US-West); • EU (Frankfurt); • EU (Ireland); • Canada (Central)

Pricing

• Price: £0.01 to £0.01 a virtual machine a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Introductory 12 months free. Conditions apply. Contact us for further details.
• Link to free trial: https://aws.amazon.com/free/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at james.carnie@mobilise.cloud. Tell them what format you need. It will help if you say what assistive technology you use.