Capito's VMware Horizon View Virtual Desktop Infrastructure (VDI) platform delivers desktop services direct from our UK based cloud, enabling end user freedom to access business applications anywhere, reducing the overall Total Cost of ownership (TCO) of desktop estates whilst delivering simplified management and complete control to the IT team.
- Desktop-as-a-Service (DaaS) platform is a fully customisable
- Based upon VMare Horizon View
- Virtualise the desktop operating system, applications, user data
- Flex and Scale the service to meet requirements
- Enhanced Desktop Experience for End Users
- Fully serviced and managed with 24x7 support and service
- High Availability guaranteed Service Level Agreement
- Seamlessly scale from 5 to thousands of users
- Increased and enhanced flexibility and mobility
- Increased security by centrally delivering the desktop experience
- Simplified management and increased control via Cloud Control Panel
- Streamline key IT processes reducing management time
- Standard applications or bespoke application deployment
- Mobilised Workforce
£43 to £52 per user per month
- Education pricing available
01506 460 300
|Service constraints||No Constraints|
|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 1hr
Severity 4 (Minor Support Request)
|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||Onsite support|
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.
Effective Account Management plays a central and fundamental part in the successful delivery of services to Capito’s customers. Capito has a unique account management structure that consists of:
• Business Development Manager
• Account Manager
• Internal Account Manager
• Sales Support
• Bid Management
• Service Deliver Manager
The Capito structure allows for good management, with no single point of failure and frequent customer contact.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Capito provide a full on-boarding service with supported online training supporting user documentation.|
|End-of-contract data extraction||Data can be extracted through multiple solutions and Capito will work with the end user to determine the most appropriate solution that meets their requirements.|
Capito will immediately stop providing the agreed 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 Capito'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
|Web browser interface||Yes|
|Using the web interface||Capito deliver service desk facilities primarily via the customer control panel. Capito 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.|
|Command line interface||No|
|Independence of resources||
Capito provision the Cloud Storage service from highly available data centre infrastructure.
Each 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.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Iomart|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||Capito Managed Service provides full support for backups|
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Users contact the support team to schedule backups|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||
Mechanisms are in place to restrict unauthorised 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 Capito services are subject to audit at least annually under ISO 27001 and PCI-DSS certification requirements.
Availability and resilience
Capito will ensure 100% uptime for Cloud Hosting Platform services as monitored by Capito 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, Capito 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 network infrastructure across the data centres.
The 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).
In the event of any given location being lost, the primary impact to Capito would be on office facilities, but with access to 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 site.
|Outage reporting||Email alerts|
Identity and authentication
|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||
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||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||ISOQAR|
|ISO/IEC 27001 accreditation date||23/03/2017|
|What the ISO/IEC 27001 doesn’t cover||As detailed within the SOA|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||Yes|
|Any other security accreditations||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Capito's adheres to the Security Classification Definitions as described in the Government Security Classifications Policy (GSCP). This is outlined and defined in the Quality Manual and forms part of Capito's 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. All are regularly audited for compliance by an accredited certifying body. These standards require Capito to have robust controls in place to manage data, documents and records. Displaying evidence that Capito 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 data centres 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.
|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||Capito's 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||
Capito 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||
Capito Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details:
• Event Logging
• Protection of log information
• Admin & operator logs
• Clock synchronisation
• Incident Management
|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||
Capito incident management process is aligned with ISO27001:2013 control A.16.1 which details:
• The full incident management procedure
• Responsibilities & procedures
• Assessment of and decision on security events
• Response process
• Evidence collection
• Learning from incidents
|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||VMware|
|How shared infrastructure is kept separate||Each tenant’s servers are segregated into their own VLAN Capito consults 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|
|Price||£43 to £52 per user per month|
|Discount for educational organisations||Yes|
|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|