Test and Dev enables customers to consume server, storage and network infrastructure through a simple unified platform. By providing on-demand access to database services in a self- service, elastically scalable and metered manner, test and development database as a service offer compelling advantages in cost, quality of service, and agility.
- Fully Managed Service
- Cloud Infrastructure
- 24x7/365 Support
- Flexible Pricing
- Allows IT to react faster and support business agility
- Delivers expert infrastructure support from server, storage and network teams
- Allows IT to increase business value by focusing on applications
- Allows IT to manage costs, whilst replacing capital with OPEX
- Can be deployed from shared or customer dedicated platforms
£10.00 per unit per month
01423 510 681
|Service constraints||For the benefit of our customers we will allocate a pre-determined planned window which will be utilised to carry out any core infrastructure changes which may carry a minimal risk of disruption to service, or in some instances a period of service downtime which would be kept to an absolute minimum. In either instance, customers will be notified of the full details of the requirement with a minimum of 14 days’ notice prior to the maintenance window.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||The service desk is available to receive calls and open tickets 24x7/365. The on-call Support Service ensures that severity level 1 and 2 incidents can be responded to in a timely manner.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The Customer Service operation is available 24x7x365 and can be contacted by telephone, email or via the Customer Portal. Your call is routed directly to our Service Management Centre (SMC) who will log your Service Call, agree the call priority and assign a customer interaction number which will allow your request to be identified efficiently and tracked at all times.
Customers will also have access to a customer service manager who will be their main point of contact in the event they have any escalations.
|Support available to third parties||Yes|
Onboarding and offboarding
The service is inclusive of Redcentric’s standard service delivery implementation process covering design, supply, implementation and transition into support. The delivery components are detailed as follows:
• Generate high level design
• Generate low level design
• Generate a detailed migration plan
• Install and configure the compute, storage and network infrastructure
• Migrate application/service groups in line with the customer’s change management procedures
Redcentric will assign a dedicated project manager as a single point of contact for the delivery of all services to the customer, who will engage with the relevant customer staff at the earliest possible stage, to ensure full project lifecycle management. In addition, there will be a minimum of 2 (PRINCE2 qualified) project support staff assigned to assist the project manager throughout the delivery, ensuring continuity of service. In addition, the service delivery department operates a clearly defined escalation hierarchy to ensure the prompt resolution of any concerns or queries.
|End-of-contract data extraction||
At the end of the contract with the customer and if the customer does not wish to renew their service.
Redcentric will assist the Customer in facilitating the orderly transition of the Redcentric Services (in whole or part) from Redcentric to the Customer or any replacement supplier upon the expiry or earlier termination of the agreement. This section sets out the principles regarding the service transition that form the base of an Exit Plan.
Redcentric shall produce an Exit Plan upon notification of termination of the agreement, in accordance with the principles set out in this section, as soon as practicable (but not later than 60 days) after any notice of termination of the agreement.
The Exit Plan shall, unless otherwise agreed with the Customer:
• address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the Redcentric Services from Redcentric to a replacement supplier or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance;
• provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and
• provide an estimate of Redcentric’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance.
Using the service
|Web browser interface||Yes|
|Using the web interface||
Redcentric will provide professional services to assist the customer with the service activation. This will encompass, but is not limited to, project management, network design, server design, IaaS platform build.
Redcentric will enable logon to the self-service interface for specified customer contact as part of the service activation. By default this will include the identified contact on the service agreement, but can include additional contacts identified during service activation. The self-service interface provides a single interface to create, manage and remove infrastructure hosted within the service. The self-service interface for shared IaaS platforms is accessible by the Internet. The self-service interface for dedicated IaaS can be restricted to specific networks, such as the N3, Internet and private VPN.
Redcentric will setup network resources as part of the service activation. This will include identification of IP addresses, default gateways, firewall configuration, etc.
Upon service activation, the customer will be able to build their infrastructure within the self-service interface. The customer will be able to build a new server using a Redcentric provided template.
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||The shared IaaS self-service interface is accessible via commonly available web browsers, such as Internet Explorer, Chrome and Firefox.|
|Web interface accessibility testing||The self-service interface is continuously updated and improved based on feedback from users.|
|Command line interface||No|
|Independence of resources||
IaaS can be delivered from shared and dedicated hardware platforms. IaaS is provided from Redcentric managed data centres in the UK and all associated data is stored in the UK only.
Shared hardware platforms host multiple customers, with each customer segregated into their own management, server and network environment through logical partitioning. Dedicated hardware platforms host a single customer that can also be logically partitioned to separate different operating environments, business units or programmes within the customer.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Redcentric Solutions Ltd|
|Staff security clearance||Other security clearance|
|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||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
MBS has an extensive calendar based scheduler for automatically executing backup sets. Schedules can be defined to execute backups daily, weekly, monthly, or on a more defined frequency, such as the last day of the month.
Multiple schedules can be defined, and multiple backup sets can be associated with a schedule. Where multiple backup sets are associated to a schedule, the customer’s system administrator can define the number of concurrent backup sets to be executed and the priority in which they should be executed.
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Users schedule backups through a web interface|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Redcentric understand the importance of the services that our Customers are looking to contract for as defined within your requirements.
Redcentric already have SLA’s and Penalties (service credits) as standard offerings for each of our managed services.
IaaS shall be deemed available when the customer is able to access and use the customer’s applications and services hosted by Redcentric. This may include periods where the customer is unable to access applications and services, where it is demonstrated by Redcentric to the customer’s satisfaction, or where any inability to access the customer’s applications and services is the result of permitted downtime.
Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge.
|Approach to resilience||Where possible we operate all hardware components as minimum of N+1 – multiple network feeds, A+B power feeds, redundant PSU/memory/CPU, etc. The power to the data centre also has UPS backup and diesel generators so can withstand prolonged mains grid failure without interruption to service.|
|Outage reporting||As part of its ISO 27001 accreditation we have fully documented and well rehersed business continuity and major incident policies. In the unlikely event that a major incident is invoked an incident manager will be responsible for managing all external communication with customers. As part of its existing ISO 27001 and ISO 9001 accreditations we have a major incident policy which details the processes to be followed in the event of a major incident. As part of the contract with the customer we will appointment a customer account manager who will be the central point of contact between us and the customer and will ensure that both parties confirm to their respective major incident policies.|
Identity and authentication
|Access restrictions in management interfaces and support channels||We ensure that as part of support and developments roles that users only have access to the systems that they require. In addition, certain access permissions are only opened for a limited time whilst activities such as upgrades or support investigations take place. This ensures that users do not have access to potentially sensitive information or make changes without access being opened up by a senior operative.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|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||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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||17/05/16|
|What the ISO/IEC 27001 doesn’t cover||All of the InTechnology Plc functions are covered by the ISO 27001 certification.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Red Island|
|PCI DSS accreditation date||16/02/2012|
|What the PCI DSS doesn’t cover||
The PCI DSS Certification covers the physical hosting of PCI DSS data within its Harrogate and Reading data centres.
It does not cover the London Data Centre, City of London Data Centre and Cambridge Data Centres.
|Other security accreditations||Yes|
|Any other security accreditations||Cyber Essentials Certificate|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||As part of our ISO 27001 and ISO 9001 accreditation we have wide range of supporting information security policies and processes. These are meticulously followed within the organisation and your security and compliance manager ensures that all staff go through induction and regular training to ensure compliance. Any security incidents are logged by the security and compliance manager and are reviewed at quarterly forum meetings where representatives from all over the business, including the CEO are present.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process which is designed to present maximum visibility of that change and thereby ensure that planning and implementation are carried out to minimize the effect on customers and their network services.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||We regularly perform patches to services based on the recommendations of software manufacturers. We sign up to mailing lists from software manufacturers so that we can be made aware of potential threats and then perform an internal risk analysis to determine how quickly a patch needs to be deployed.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Within its services we deploy different layers of monitoring to reduce the risk of compromises, including Firewalls with IDS / IPS and Anti-virus software. In the event a comprise was found we would invoke its major incident process to determine the extend of the compromise and from this the resulting actions which need to be undertaken.|
|Incident management type||Supplier-defined controls|
|Incident management approach||As part of its ISO 27001 and 9001 accreditation's we have a proven major incident process which ensures that all reported incidents are logged by service users from. In addition the policy ensures that incident reports are provided to users in the event of a major incident which details the root cause and the steps which have been undertaken to stop it occurring again in the future.|
|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||Third-party|
|Third-party virtualisation provider||VMware|
|How shared infrastructure is kept separate||Shared hardware platforms host multiple customers, with each customer segregated into their own management, server and network environment through logical partitioning. Dedicated hardware platforms host a single customer that can also be logically partitioned to separate different operating environments, business units or programmes within the customer.|
|Price||£10.00 per unit per month|
|Discount for educational organisations||No|
|Free trial available||No|
|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|