Public Cloud Hosting
FCO Services’ Public Cloud Hosting solution delivers Tier 1 (OFFICIAL) resources such as virtual machines, applications or storage hosted in UK Geo-located vendor datacentres. Best practice for accessing cloud resources securely and efficiently, delivering cost savings for our government clients, and with full service management from our security cleared staff
- All the features available in public cloud
- Additional monitoring of service 24x7x365 by UK security cleared staff
- Incident Management 24x7x365
- Offer both AWS and Azure public cloud
- 100% staff security cleared
- Designed and operated with security in mind
- In government partner
- Peace of mind
- ISO accredited 9001, 20000 and 27001
- Service Desk available 24x7x365
£440 per person per day
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|Service constraints||Unknown - dependent on vendor purchase|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The FCO Services Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0900-1700 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||FCO Services can provide training for users and administrators as required; this can come in multiple formats such as: floor-walkers or training documentation.|
|End-of-contract data extraction||FCO Services can provide support and professional services to facilitate the customer's requirements|
|End-of-contract process||At the end of the contract, the customer's environment/solution will be deleted.|
Using the service
|Web browser interface||No|
|Command line interface||No|
|Independence of resources||
As per AWS/Azure Public Cloud offering for resource management.
FCO Service resource capacity management is delivered in accordance to customer's SLAs
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft, Amazon|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||In-house|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||FCO services manage all back-ups|
|Datacentre setup||Multiple datacentres|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||As per AWS/Azure published availability SLA|
|Approach to resilience||Use of AWS/Azure availablity zones|
FCO Services takes a customer centric, integrated, approach for event, incident, problem and change management activities where any outages, planned or unplanned, involve prompt and efficient customer notification through the appropriate channels of communication.
FCO Services provide all options for outage reporting: dashboard, API and email alerts.
Identity and authentication
|Other user authentication||FCO Services EUD standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.|
|Access restrictions in management interfaces and support channels||Role-based Access Control with support staff mandated to use 2FA from only designated and assured-devices|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Description of management access authentication||FCO Services standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.|
|Devices users manage the service through||
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||Less than 1 month|
|Access to supplier activity audit information||Users contact the support team to get 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||BSI|
|ISO/IEC 27001 accreditation date||14/1/2019|
|What the ISO/IEC 27001 doesn’t cover||
This is in scope:
FCO Services Global Digital Technology including infrastructure, development, operations and support for Secure Managed and hosted IT Services holding information up to "OFFICIAL" tier of the UK Government's classification scheme in accordance with statement of Applicability dated 27 July 2018.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
The applications will process and store data classified as OFFICIAL in the Government Security Classification scheme.
FCO Services adheres to the following ISO standards:
* 27001 (Information Security Management)
* 20000 (Service Management System)
* 9001 (Quality Management)
* 22301 (Business Continuity Management)
* Cyber Essentials Plus.
As well as aligning to the ITIL framework for managing and delivering FCO Services products and services.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The FCOS Configuration Management System is used to manage and maintain FCOS Products, Services and Components as well as associated customer assets and services.
A standardised data model of technical and non-technical components ensures Configuration Items are managed in a consistent controlled manner aiding the evaluation of impacts and risks during the Change Management process.
Our Change Management capability is used for service introduction, retirement, patching and additional enhancements/changes. By utilising a consistent, structured approach, we're able to mitigate the risks associated with change whilst ensuring timely and appropriate communications with customers in relation to potentially service impacting change events.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
FCO Services vulnerability management approach is aligned to meet the Information Assurance requirements expected by all HMG organisations as well as international standards for information Security management (e.g. Cabinet Office Security Policy Framework, ISO/IEC 27001:203).
This ensures that both internal and client systems managed by FCO Services are subject to standard procedures for the identification of vulnerabilities as well as the safe and timely installation of patches with maximum permitted timescales. Patches are prioritised dependent upon categorisation of systems under FCO Services management responsibility with vulnerabilities systematically assessed and remediated on timescales ranging from immediate to 4 weeks.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
FCO Services availability management is delivered on a specific product basis with each specific product having its own availability target. Service availability targets and performance reporting are supported using an integrated approach consisting of event, incident, problem and change management.
Availability targets are monitored and reported with any outages impacting the availability targets logged and tracked in a standardised, consistent manner.
|Incident management type||Supplier-defined controls|
|Incident management approach||
FCO Services’ Global Support Centre acts as the single point of contact for all interactions, incidents and service requests from the customer, with the service capable of delivering operational support and management on a 24x7x365 basis.
The primary objective for incident management is the use of structured incident management activities to identify and resolve service quality issues within service level targets agreed during initial customer engagement.
The GSC can support multiple contact methods which include direct interaction with the customer end-user or desk-desk interaction which triages calls before allocation to FCO Services.
|Approach to secure software development best practice||Supplier-defined process|
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 customer is provisioned with its own environment isolated from other customers with its own resources and capacity.|
|Description of energy efficient datacentres||AWS and Azure UK datacentres advertise about their energy efficient datacentres on their respective websites.|
|Price||£440 per person per day|
|Discount for educational organisations||No|
|Free trial available||No|