Phoenix Software Ltd


Load balancing applications, providing resiliency through HA and Global load balancing


  • Cloud Load Balancing
  • High Availability Automation
  • Data Centre Load Balancing
  • Elastic Load Balancing
  • Central Reporting
  • Managed Detection
  • Reverse Proxy
  • Web Application Firewall


  • Improved service uptime
  • Increased resillency
  • Application delivery scaling
  • Better network performance
  • application health and visibility
  • Lower cost of ownership


£0 per unit per year

Service documents

G-Cloud 10


Phoenix Software Ltd

Jonny Scott

01904 562200

Service scope

Service scope
Service constraints Various models and constraints based on throughput but with flexibility built in
System requirements
  • Virtual: 2gb of ram 2 vCPU and 16 Gig storage
  • 0.5gb of ram per Virtual Service Basis- Baremetal

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Based on subscription level Standard 8x5 business hours, Enterprise 24/7, Enterprise Plus: 24/7 with Telephone support over 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 Standard Enterprise Enterprise Plus
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Through the 30 day trial, Sales training and Tech training - Onboarding Service for KEMP 360 MELA
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Backup configuration from LB - Snapshots of the services from KEMP 360 Central
End-of-contract process VLMS can no longer be used

Using the service

Using the service
Web browser interface Yes
Using the web interface Users can check license configure and deploy LB's through Web user interface - remediate and access support documentation
Web interface accessibility standard None or don’t know
How the web interface is accessible For access to products and services, web browser - for support, via the website
Web interface accessibility testing None or don't know
What users can and can't do using the API Users can configure and manage the load balancers.
API automation tools Other
Other API automation tools KEMP 360 Central and Vision
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface They can log into the LB console, and perform basic configuration tasks as well as troubleshooting and networking functions; however, preferred method of configuration is the web browser.


Scaling available Yes
Scaling type Automatic
Independence of resources Individually sized and licenses according to customer requirements - impacts to one unit wouldn’t affect the others
Usage notifications Yes
Usage reporting Other


Infrastructure or application metrics Yes
Metrics types CPU
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra support
Organisation whose services are being resold KEMP Services

Staff security

Staff security
Staff security clearance Other security clearance
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 EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • LB Config
  • Virtual Services
  • Other configurations such as KEMP Central Logging
Backup controls Manual or scheduled
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability KEMP do not provide any guarantees as the solution runs on customer infrastructure. If the customer deploys KEMP ADCs as per best practice (in highly available pairs and using GSLB) they can achieve significant levels of availability.
Approach to resilience HA Pairs with LB's along with KEMP 360 Central with HA and snapshots of the LM's
Outage reporting Through the LB and KEMP 360 Central as well as Phoenix's method of detection

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 Depending on the service there is combination of ways we authenticate including - VPN, SAML, Public Key
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through Dedicated device on a segregated network (providers own provision)

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information No audit information available
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bsi
ISO/IEC 27001 accreditation date 21/01/2016
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification Yes
Who accredited the ISO 28000:2007 BSI
ISO 28000:2007 accreditation date 21/01/2016
What the ISO 28000:2007 doesn’t cover N/A
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO 27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Supplier-defined controls
Vulnerability management type Supplier-defined controls
Vulnerability management approach Supplier-defined controls
Protective monitoring type Supplier-defined controls
Protective monitoring approach Supplier-defined controls
Incident management type Supplier-defined controls
Incident management approach Supplier-defined controls

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 Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate End users purchase their own LB's

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £0 per unit per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30 day trial with our 2nd high end virtual Load balancer - no obligation to buy - access to 24/7 support during the 30 days & free load balancer
Link to free trial ""


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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