UKN Group Limited

UKN Group IaaS

UKN provide expertise and services in Private and Public Cloud Hosting, Consultancy, Management and Licensing. UKN provides services on highly secure, HSCN/N3 cloud platforms which provide cutting edge, highly resilient features which spans globally to build, deploy and host whatever you want, wherever you want.

Features

  • Private IaaS Cloud Hosting (highly secure UK based datacentres)
  • Public IaaS Cloud Hosting (Microsoft Azure)
  • IaaS Cloud Management (updates & patches)
  • 24/7 Monitoring & Support in UK Network Operations Centre (NOC)
  • Private and Public Cloud - IaaS Expert Consultancy
  • Hybrid Integration across business premises
  • Licensing included or Bring Your Own License (BYOL)
  • Business apps integration and support (supported apps only)
  • Disaster Recovery (DRaaS) & Robust Encrypted Backups

Benefits

  • Pay Only for What You Use
  • Consult with the fully accredited Azure IaaS experts
  • Fully encrypted storage for production or backup data
  • Highly Secure VPN or ExpressRoute integration to your premises
  • Flexible cost models
  • Highly scalable infrastructure at a click of a button
  • Optional HSCN/N3 Connectivity
  • Comprehensive Usage Reporting

Pricing

£10 to £55 a virtual machine a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at chris.telfer@ukngroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

2 4 9 2 7 8 7 2 7 2 3 1 8 1 3

Contact

UKN Group Limited Chris Telfer
Telephone: 01256 846848
Email: chris.telfer@ukngroup.com

Service scope

Service constraints
N/A
System requirements
N/A

User support

Email or online ticketing support
Yes, at extra cost
Support response times
The UKN Group SLA commits to respond to quesions an resolve issues as follows, however every client has the opportunity to alter the response times to fit thier business needs:

Response Times
Priority Critical 5 mins
Priority High 30 mins
Priority Medium 5 Hours
Priority Low 12 Hours

Resolution Times
Priority Critical 4 hours
Priority High 8 hours
Priority Medium 16 Hours
Priority Low 36 Hours
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
24 hours, 7 days a week
Web chat support
Web chat
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
User are provided a secure Chat bot service allowing direct communications to a Service Desk Analyst 24 hours a day in line with the agreed SLA with the client.

In certain circumstance, the user will be requested to have a voice based call to verify identity and resolve the issues.
Web chat accessibility testing
UKN Group will be introducing new ITSM capabilities including Artifical Inteligence and Biometric servcies to to increase security, provide greater effectiveness and productivity to users and therefore increasing the quality of the Service Desk Service
Onsite support
Yes, at extra cost
Support levels
The UKN Group Account Management structure is as follows:
Executive Sponsor and Client Director
Technical Account Management or Service Delivery Management
Onsite support analysts available at 1st, 2nd and 3rd line skill levels.
Professional Service Consultants available from £550 per day through to Management Consultants at £950 per day.
Professional Service Consultant are highly qualified Cloud Architects and accredited to Microsoft Gold Standards
Support available to third parties
Yes

Onboarding and offboarding

Getting started
UKN Group offer a comprehensive On-Boarding process that includes the development of a comprehensive Operating level Agreement that defines the working practices, procedures and cultural engagement. The OLA is in addition to the Service Level Agreement and serves to document all client interaction processes, standard and is personalized to each and every Client.
The On-boarding process will include all necessary training either on-site, at UKN Group HQ, or where available on-line.
The OLA is the living document that defines the Account Management and progression expectations and will form part or all Continuous Service Improvement programs that may be necessary to maximize the value of the Service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The Contractual Agreement will define an exit process that will be documented within the Operating Level Agreement, The precise processes will be explicitly laid out, and undated as often as necessary. Where UKN Group resource is required to support he data Extraction, these resource requirement will also be contractually agreed.
End-of-contract process
At the end of the term of the agreement, options will exist to renew and extend or terminate. If termination is to occur the defined notice and termination processes will be executed including the explicit data extraction methods and procedures. These may be amended at any time and in full collaboration with the Client.

Using the service

Web browser interface
Yes
Using the web interface
The Microsoft Azure platform offers extensive Dashboard capabilities to monitor, tune and enhance the services delivered across the platforms. Additionally the Dashboard allows for a fine granular level of optimization to ensure the best price performance can be achieved. The Service Delivery Management provided by UKN Group will on behalf of the Client produce detailed monthly reporting to present the following:
Extensive Monitoring and Exception Reporting
Optimum Price Performance of the Service
Service Improvement options under a defined Service Improvement Program
Resiliency
Security Tool and and Advanced Threat Protection
Governance Compliance Controls
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Web Interface Testing will be undertaken in collaboration with Microsoft on a Client by Client basis.
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
Azure CLI is a cross platform command line program that connects to Azure and executes administrative commands on Azure Resources. Similar to Powershell, it is another way to Automate repetitive tasks to do things en-masse.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
UKN Group can tailor the IaaS solution for which puts measures in place to ensure that no one user or service can oversubscribe on resource and therefore negatively affecting other users or services. UKN Group also persistently monitor the infrastructure of their customers utilising state-of-the-art, robust monitoring tools therefore any overheads on the system instantly notifies the the UKN Service Operations Centre (SOC)
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft & Third Party

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Virtual Machine
  • Folders and Files
  • Databases
Backup controls
Yes - schedules and backup jobs can be setup as per users/business requirements.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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

Guaranteed availability
SLA depends on resiliency service purchased and therefore differs, but generally the hosting providers SLA is 99.95%
Approach to resilience
Available upon customer request
Outage reporting
Email alerts
Any other method of communication, to be agreed upon customer request

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
This can be achieved via networking access rules, credentials and/or certificates
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • 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)
  • 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 receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
1st May 2018
What the ISO/IEC 27001 doesn’t cover
All aspects of the Service are covered
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
To Be Completed

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
ITIL Processes Used
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Third Party supplied Threat Analytics Software will be used
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Third Party supplied Analytics Software will be used
Incident management type
Supplier-defined controls
Incident management approach
UKN Group 24/7/365 Managed Service Desk with escalations to resolver groups on demand.

Secure development

Approach to secure software development best practice
Supplier-defined process

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 Azure. Private clouds & datacentres can also be provisioned
How shared infrastructure is kept separate
This is achieved utilising advanced datacentre networking segregation technologies for which are highly secure

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
UKN Group maximis the value of Public and Private Data Centre Services that are required to comply with all legislation associated with Energy Efficient Compliance.

Pricing

Price
£10 to £55 a virtual machine a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
UKN Group can offer a Cloud Readiness Service the will qualify and validate the potential value of a migration to the Microsoft Azure platform. Depending on the outcome and scope of the solution, a proof of value service can be deployed at no cost.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at chris.telfer@ukngroup.com. Tell them what format you need. It will help if you say what assistive technology you use.