Ortera Limited

Cloud Hosting

A highly available tier-1 hosting service for any Internet-connected application - popular for websites, CRM, databases, SaaS applications, time-tracking services, digital imaging, workflow and information sharing, on-the-fly encryption and many more.

Features

  • All UK Hosting
  • Highly Available
  • Secure by Design
  • Resilient
  • High Performance
  • Flexible
  • Prioritising Value
  • Tier 1 datacentre locations

Benefits

  • Access from any Internet-connected device securely
  • Host your application or service with ease
  • Fully supported options available
  • Assisted transition service available
  • High availability platform designed for large traffic volumes

Pricing

£1500 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

239261310244702

Ortera Limited

Paul Reynolds

0121 562 1811

paul@ortera.co.uk

Service scope

Service scope
Service constraints No constraints of which we are aware. Happy to answer questions, and to progress any challenges we have not yet encountered.
System requirements
  • Internet connected client devices
  • Suitable level of user awareness for self-onboarding

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Dependent on contract specifics, but always with 24hrs. Within the hour also available.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Users can open a chat window and post a message. They will receive a reply in the same window and can continue the conversation within the web browser session. There are buttons for 'send message' and 'end chat'. When the conversation ends, they are asked to rate their experience and provide an email address if they would like to discuss anything further. They are free to just close at that point as well.
Web chat accessibility testing None but since the system is built into the browser, all tools available there would also work with the chat tooling.
Onsite support Yes, at extra cost
Support levels We provide the following levels of service:

- Customer Driven (No support, though ad-hoc is available)
- Standard - Monthly contact via all mediums, plus one-day on site per month from any professional (project manager, engineering, consultancy etc). £1500 pcm
- Enhanced - as above, but with consulting days as required. Support contract reduces day rate to £995 (50% discount). Rate applies to all professionals.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Training available onsite, as well as remotely supported. Comprehensive documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Standard download - http or FTP. Assisted transfer also available at additional cost.
End-of-contract process Closure of account, removal of residual data and non-accounting customer data (anything not required for our own legal commitments). Making data available for transition to an alternate supplier is included. Transition work for a new supplier not included, but can be arranged and will be accommodated without charge to a modest extent.

Using the service

Using the service
Web browser interface Yes
Using the web interface Web Interface allows full management of all hosting service aspects.
Web interface accessibility standard None or don’t know
How the web interface is accessible Available via a browser. All features accessed via icons, clearly labelled and searchable. Help tooltips available, as well as webchat to support and guide.
Web interface accessibility testing None
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources The whole service scales, bursting into additional virtual machines in our datacentre as required. Those machines are backfilled with physical tin if the need is sustained rather than transient.
Usage notifications Yes
Usage reporting Email

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files
  • Databases
  • Configuration
Backup controls Backups are performed automatically daily, as well as on demand.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
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-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.999% - service designed for total availability, but unexpected events could occur. Users experiencing an interruption to service would be refunded a pro-rata amount of the monthly charge, though this has yet to occur.
Approach to resilience Multiple datacentre, virtual machines are portable and storage mirrored. Should any single system fail, it will mirror dynamically minimising downtime.
Outage reporting Public dashboard. Emails would be sent in the event or more meaningful interruption, with calls to key contacts if appropriate given circumstances.

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Usernames and passwords. Access can also be restricted by IP / Subnet
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach With vigour and vigilance. We respond to threats, published advice and operate on best practice.
Information security policies and processes We have defined policies for all operations, and ensure adherence through monitoring, ad-hoc inspection and an ethos of continuous improvement.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes are recorded, tracked and monitored. Anything meaningful is subject to thorough testing.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Published vulnerabilities are assessed for relevance to our systems and services, and is judged relevant to us are deployed to test environments within a week. Efficacy and issues are noted and remediated before promotion to live, again usually within a week.
Protective monitoring type Supplier-defined controls
Protective monitoring approach IDS, review of firewall logs and any privileged access. Assessment of customer patterns and investigation of any deviation from those standards.
Incident management type Supplier-defined controls
Incident management approach Users would report incidents to support staff or via their primary contact, which would be investigated as required. Reports are provided via email at appropriate points, increasing in frequency with severity or sensitivity.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Separation between users

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 Separate virtual machines, separate virtual networks.

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £1500 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All inclusive, 30 days.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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