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

Framework

G-Cloud 11

Service ID

2 3 9 2 6 1 3 1 0 2 4 4 7 0 2

Contact

Ortera Limited

Paul Reynolds

0121 562 1811

paul@ortera.co.uk

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

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

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

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 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

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

Supplier type
Not a reseller

Staff security

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

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
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 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

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

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

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
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

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

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

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-efficient datacentres
No

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

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