Vodafone Limited

Managed Hosting - Local Government

Vodafone provides managed hosting services utilising UK Datacentres that run on Infrastructure as a Service with ITIL (Information Technology Infrastructure Library) aligned processes. Security levels designed to your requirements. All solutions are designed to meet your SLA requirements and include services such as PSN, IPVPN, firewalls, DDoS, data protection services.

Features

  • Capture requirements and design an appropriate solution
  • Help migrate services to the new environment
  • Support security accreditation of your service
  • Virtualisation and separate data centres - high levels of resilience
  • Certified and accredited secure infrastructure and facilities
  • 24/7/365 monitoring and management at commercial best practise and Official
  • Geographically separated hosting facilities
  • Government network connected data centres
  • ISO/IEC 20000-1(IT Service Mgt), ISO 9001 (Quality Mgt Systems)
  • ISO27001 (Information Security Mgt Systems), BS25999 (Business Continuity Mgt Standard)

Benefits

  • Fully managed hosted service
  • Service availability designed to meet your requirements
  • Flexibility to deploy current and legacy application and services
  • Highly secure environment designed to meet Government Accreditations
  • Full redundancy in critical systems infrastructure
  • End to end support from design to in-life service

Pricing

£125 per unit

Service documents

G-Cloud 9

262745096947295

Vodafone Limited

Nicola Penrice

+44 (0) 7467339990

frameworks_team@vodafone.com

Service scope

Service scope
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The response is determined by the severity of the incident with a Severity 1 call receiving an immediate response from the Vodafone Service Desk. Vodafone works with the Customer to map each failure scenario to an agreed and appropriate severity level.
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 N/A
Web chat accessibility testing N/A
Onsite support No
Support levels Vodafone catagorises support into severity levels as follows:
Severity 1 resolution within 4 business hours - defined as a total Loss of service affecting entire sites or the core Vodafone network or any elements of the platforms used by the customer, impacting a majority or all of the customer’s end-users. This excludes incidents outside of Vodafone control.
Severity 2 resolution within 4 business hours - The loss of some but not all Vodafone services to a single or multiple sites. Severe degradation of a service to such an extent that it is not usable. For example, unable to use speech recognition, but able to make and receive calls.
Severity 3 resolution within 48 hours - The degradation of, but not the loss of Vodafone services to a site or a number of sites. For example, poor voice quality while still able to make and receive calls.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On-boarding guidance is provided as part of the service and is tailored to the service being provided to the customer. Two phase approach with Go-live taking you through the service and handover the solution. A Delivery Handbook and Operations Handbook is provided covering Service desk, self-service,Admin tools, Reporting & Billing. Early Life Support phase, for the first week from go-live Vodafone are available to build your confidence and knowledge of the solution.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data extraction would form part of the service migration that takes place at the end of the service. The actual processes and procedures would follow ITIL and be managed as a Change Request.
End-of-contract process Exit charges may apply.

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources The Hosting Solution Management function can be included as part of the service for capacity planning and performance management activities.
Usage notifications Yes
Usage reporting Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Other
Other metrics
  • Bandwidth, Storage
  • Transaction monitoring
  • Managed Security Service Portal
  • BMC Patrol
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Hardware containing data is completely destroyed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Near-line and off site backup and restore customer data.
  • Covering file application and machine level point in time copies.
  • Secure service for public sector customers
Backup controls Customers can select backup policies for both compressible data and uncompressible. The standard backup policies offered for on-site retention range from 14 days (weekly full daily incremental backup of all copies), 1 month, 6 month, 1 year, and 2 years. Off-site tape vaulting policies offered from 6 months (all monthly rotation), 1 year, 2 years, and 5 years.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery 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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Service levels can be guaranteed up to 100% and would be determined during the design phase of the customer specific service. Vodafone Data Centers are connected to our MSP (Multi-Service Platform) next-generation network with high-speed resilient links, and global Tier 1 Internet backbone, AS1273. Your Hosting Servers can be accessed over your WAN via our network services such as IP-VPN QoS, Ethernet Wire-line and traditional bandwidth products. PSN access is available including other government network connections. High Availability Solutions are designed to eliminate single points of failure and can span multiple datacentre, while Global Traffic Management (GTM) would enable state full fail-over between the datacentre locations.
Approach to resilience "The design phase is critical in determining the service level appropriate to the criticality of the service. Vodafone is a global Tier 1 provider of Internet connectivity via its AS1273 backbone. We carry hundreds of Gigabits of traffic per second around the globe, via a fast and resilient IP network. Each of the Vodafone Data Centres has resilient, high bandwidth breakout connectivity to our Internet backbone over Vodafone fibre.
For multi-site solutions Vodafone recommend the use of Global Traffic Management (GTM) to enable state-full fail-over between Data Centre locations, in case of Data Centre or IT infrastructure failure, as well as to reduce the impact of planned works. Vodafone has over a decade of experience with F5 Networks BIG-IP product family, which offers the required technical features to enable GTM.
For databases and other high-bandwidth storage applications Vodafone have a range of connectivity solutions that can provide Private-Line and Gigabit Ethernet services between Vodafone Data Centres."
Outage reporting Great emphasis is placed by Vodafone on monitoring and proactive identification of incidents; The Vodafone Service Desk will raise a proactive trouble ticket and initiate first line diagnostics. The Service Desk will contact the affected users/site to determine the business impact and identify any potential causes for the faults e.g. local site power issues. Vodafone will work with the customer to identify the most effective contact points for the various levels of escalation needed to resolve the issue.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels Remote access to Vodafone systems is limited to authorised personal by various security technologies includes multi-factor authentication, encrypted VPN access, etc. Stateful firewalls act perform as a traffic 'diode' to prevent access into the shared management environment from each customer solution.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
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 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 have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date 14/09/2016
What the ISO/IEC 27001 doesn’t cover N/a
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations PCI-DSS externally/independently

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes All detailed in the UK and Group policy library and governed by the UK policy framework. Key polices are Information Security, Classification & materials handling, Vulnerability and Patch management, risk management, change management, incident management.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Formal management responsibilities and procedures within Vodafone are in place to ensure satisfactory control of all changes. When changes are made, an audit log containing all relevant information is retained on the Vodafone change management system. Changes to operational systems are only made when there is a valid business reason to do so, such as an increase in the risk to the system.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability scanning is performed by industry standard a vulnerability management platform. Governance is in place to ensure that appropriate patching and/or remedial action is reviewed and implemented according to the severity and business impact of the vulnerability.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Vodafone has logging and monitoring capabilities in place along with appropriate storage of log data. The monitoring capability and events are managed and stored within the SIEM solution. The SIEM solution has been built in line with GPG13 DETER
Incident management type Supplier-defined controls
Incident management approach Incident management processes are in line with ITIL best practice, and integrated with event, problem and change management processes.

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 This is a single tenant solution

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £125 per unit
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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