Vohkus Limited

Infrastructure and Platform as a Service (IaaS/PaaS)

The provision of flexible IT resource as a consumption based service with full management. This service is provided as a Public Cloud tailored to the User requirements.

Features

  • Cloud based backup facilities
  • Consumption based compute and resources
  • Fully managed service
  • Monthly reporting and usage analytics

Benefits

  • Rapidly provisioned infrastructure
  • Resilience and failover
  • Cloud provisioning expertise and advice on setup
  • Pay for usage only

Pricing

£0.014 per instance per hour

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

248992984610832

Vohkus Limited

Merlin Stuart

0345 647 3000

merlin.stuart@vohkus.com

Service scope

Service scope
Service constraints Uptime SLAs will be defined by service requirements of the client, or in the case of public cloud services by the service providers defined SLAs.
System requirements Service includes licenses up to and including Windows OS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We have levels of escalation dependant on the urgency of the requirement, P1 being the most urgent.
P1 - 1 Hour
P2 - 2 Hours
P3 - 4 Hours
P4 - Next Business Day
If the service is purchased with 24*7 support the above apply at the weekend.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 1. Remote reactive support (standard) Monday - Friday 9-5
Helpdesk based reactive support Monday - Friday 9-5
2. Remote reactive 24 * 7
Helpdesk based reactive support 24 * 7
3. Proactive (standard) Monday - Friday 9-5
Proactive Monitoring and Intervention (subject to agreed SLAs) Monday-Friday 9-5
4. Proactive 24 * 7
Proactive Monitoring and Intervention (subject to agreed SLAs) 24 * 7
Costs for all service will vary significantly depending on customer requirements
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our fully managed service will provide ongoing user support from commencement including onsite training if required and online support and full documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data must be transferred over network interfaces to alternative services. Following the end of contract, all data will be removed from the service including data retained in backup and archiving services.
End-of-contract process The service includes resources and day-to-day management of the environment. Data migration into or out of the environment is available as separate services, and must be planned and executed within the contracted term

Using the service

Using the service
Web browser interface Yes
Using the web interface Azure provides a full web interface to enable services to be provisioned, monitored, managed and decommissioned. Full details are available at www.azure.com
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing Microsoft has extensively tested the Azure web interface with assistive technology users in line with EN301549, US Section 508 and WCAG2.0 (ISO/IEC40500)
API Yes
What users can and can't do using the API Azure provides a API to enable services to be provisioned, monitored, managed and decommissioned. Full details are available at www.azure.com
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Puppet
  • Other
Other API automation tools Powershell
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface The Azure CLI provides an extensive interface to enable services to be provisioned, monitored, managed and decommissioned. Full details are available at www.azure.com

Scaling

Scaling
Scaling available No
Independence of resources All user environments are separated with dedicated resource provisioned and Quality of Service metrics applied.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft Azure

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • 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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files
  • Virtual Machines
  • Databases
  • Unstructured Data
Backup controls Users would define backup requirements in line with service. This can vary by type of data, and would depend on the type of cloud service being used.
Datacentre setup Multiple datacentres with disaster recovery
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
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee at least 99.9% uptime delivered through multiple data centre replication. Service credits are offered for contractual breaches not remedied.
Approach to resilience Our service is delivered through multiple replicated data centre resilience.
Outage reporting Email alerts and portal alerts.

Identity and authentication

Identity and authentication
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces is restricted to devices within the Service Operations Centre via segregated network
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We adopt ISO 27001 standards and are in the process of obtaining formal accreditation (our data centre environments already hold this standard)
Information security policies and processes Vohkus adheres to both the principles and intent of the policies and law relating to Data Protection in business. In practice this means that we take our responsibilities regarding the maintenance, security and accuracy of our data seriously. We utilise 3rd parties for supplementary systems and offsite backup. Whilst selecting those parties their compliance with the Data protection Act was a major consideration.
Vohkus adheres to the principles of The Data Protection Act which controls how your personal information is used by organisations, businesses or the government. Our commitment to quality business process and management is further demonstrated, through external recognition. We are continually working towards industry recognise standards such as our attainment of the ISO: 9001:2008 certification. In the specific context of Data Protection, one of the key changes to the ISO: 9001 standard when it was revised in 2008, was the inclusion of personal data within the context of ‘customer property’ (clause 7.5.4). That clause requires ‘organisations to exercise care with customer property whilst it is under the organisation’s control or being used by the organisation’ this is fully audited as part of the certification process.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We operate a formal configuration, validation and change management process captured within our CMDB which is subject to both client and internal sign off.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We employ a number of industry standard hardware and software devices configured to best practice and continually monitor through our service operation potential security risks against known threats. We receive threat analysis and support patches from a wide of vendors including security specialist vendors and initiate changes to our environment as required.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our proactive stance to system and security management means we do not rely on alerts alone however, our systems are configured to alert our 24*7 team of highly trained experts should any potential compromise be exposed. Service or security affecting incidents are treated as P1 priory, and dealt with immediately.
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 We have a predefined and documented incident management process which conforms to ITIL principles. Incidents will either be proactively identified by the service desk and managed or logged by the user through their portal, email or telephone.
Incident reports will be provided monthly for general incidents. Ad hoc reports are generated for service affecting incidents and P1 severity incidents.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

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 Microsoft
How shared infrastructure is kept separate Separate VMs and storage pools are allocated to each client, with access controlled by network segmententation and firewalls

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.014 per instance per hour
Discount for educational organisations Yes
Free trial available Yes
Description of free trial All inclusive service design, implementation and operation fees provided free of charge representing a Proof of Concept environment for a maximum of 3month (Scope of PoC is strictly subject to provider terms and service design limitations).

Documents

Documents
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
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