Coffee Cup Solutions

Citrix Workspace Services

Coffee Cup Solutions are one of the UK's leading Cloud and Virtualisation service providers. We offer a wide range of technology and services with a proficiency around Citrix technologies including Citrix Digital Workspace, Networking and Analytics.

Features

  • Design and implementation of Citrix Digital Workspaces
  • Ongoing management and support of Citrix Digital Workspaces
  • Assessment and health checks of existing Digital Workspaces
  • Citrix Workspace Suite, Virtual App and Desktop, Citrix Secure Browser
  • Citrix Content Collaboration (ShareFile), Citrix EndPoint Management (XenMobile)
  • Citrix Analytics, Citrix Access Control for Web and SaaS
  • Citrix Hypervisor (XenServer), Workspace Environment Management Service

Benefits

  • Comprehensive End to End Service.
  • Fully certified with extensive experience in all technology areas.
  • Seamless Workspace experience across all applications and desktops
  • Centralised visibility and management
  • High definition end user experience
  • Contextual access control over Traditional, Web, SaaS, Mobile Desktop applications
  • Simplify collaboration inside and outside your organisation
  • Unified Endpoint Management for a secure digital workspace
  • Proactive handling of user and application security.

Pricing

£250 to £1500 per instance per day

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 3 2 3 5 6 5 9 3 4 9 1 1 5 9

Contact

Coffee Cup Solutions

Hayden Trott

01183842175

hello@coffeecupsolutions.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
No
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
2-4 hour SLA
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
From our website - www.coffeecupsolutions.com
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
We provide support as is required by clients ranging from first line through technical escalation to onsite deployment, management and ongoing support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Full administrator and user adoption training can included as part of the service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
No user data is stored by Coffee Cup Solutions
End-of-contract process
Coffee Cup Solutions provide full handover documentation at contract expiration

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
No
API
No
Customisation available
Yes
Description of customisation
All services are fully bespoke dependant on customer requirements

Scaling

Independence of resources
Citrix Cloud is designed using industry best practices to achieve a high degree of service availability.

Analytics

Service usage metrics
Yes
Metrics types
Infrastructure or application metrics
Reporting types
Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Citrix, Microsoft, Ivanti and Lakeside

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
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
In-house
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
No user data is stored by Coffee Cup Solutions
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Citrix and Microsoft goal is to maintain at least 99.9% availability in any 30 calendar day period. Other Public and Private clouds maintain individual levels of SLA. All availability requirements, including SLAs are reviewed and agreed with customers to meet individual requirements.
Approach to resilience
Citrix Cloud Services leverages multiple regions and data-centers in multiple
Cloud providers across the globe. Our Service availability and Operational
resilience strategies leverage the capabilities of this multi-regional global
Citrix Cloud
resource pool (compliant to local regulations where needed)
Outage reporting
Public dashboard and email alert

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels
All administrators within a customer account can add and remove other administrators. Ensure that only trusted administrators have access to Citrix Cloud.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Citrix is committed to making technology that is fully secure and adheres to government standards for encryption and accessibility by everyone. This security and compliance centre is your resource for security bulletins that can help you stay informed as well as documentation on standards and certifications that are important in maintaining a secure and compliant IT environment

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
Citrix has extensive internal auditing information. There is currently no customer-visible auditing or change control available in the Citrix Cloud user interface or APIs.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Regular penetration testing is performed on all services and a strict incident management process is followed.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
The web site status.cloud.com provides transparency into security issues that have an ongoing impact on the customer. The site logs status and uptime information. There is an option to subscribe for updates to the platform or individual services.
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
The web site status.cloud.com provides transparency into security issues that have an ongoing impact on the customer. The site logs status and uptime information. There is an option to subscribe for updates to the platform or individual services.

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)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£250 to £1500 per instance per day
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A FOC 30 day, full product trial is available

Service documents

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