LIMA

LIMA Infrastructure as a Service

Our Infrastructure as a service platform (IaaS) is unique in that it can be moulded to your business needs. The platform we offer is adjustable, scalable and most importantly, reliable; meaning you can utilise our service to suit your particular setup and needs.

Features

  • Built on Enterprise scalable resilient platform
  • Highly available multi data centre Cloud infrastructure
  • Customer Self Provisioning

Benefits

  • Customer Self Provisioning
  • Automated Pay as you Go Billing

Pricing

£0.08 per gigabyte

Service documents

G-Cloud 9

265145455071580

LIMA

Carl Lewis

03453451110

ccsenquiries@lima.co.uk

Service scope

Service scope
Service constraints There are no notable constraints with this service outside the standard terms and conditions.
System requirements
  • Application/Service must run in a virtualised environment
  • Use of SPLA or BYOL required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Reponse times are in line with our published SLAs.

Priority 1 and 2 incidents are responded to within 15 minutes.
Priority 3 incidents are responded to within 4 hours.
Priority 4 incidents are responded to within 1 business day.

For services covered under a 24 x 7 agreement which also covers weekends the same SLAs apply.
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 Premium or Managed Service with options for 9x5, 12x5 and 24x7 cover options. All services include a dedicated Account Manager, Technical Account Manager and Service Delivery Manager. Our support pricing is based on indivudal customers requirements and takes in to consideration the technologies and number of assets to be supported.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Customers are onboarded into Service through the LIMA Cloud onboarding procedures. This includes issuing the customer with user documentation for accessing the Self Service portal and details of how to provision workloads and resources.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction As part of the service termination customers have the right to request their data be provided to them. This is in it's raw form and is provided on removeable media to be supplied by the customer. All extraction procedures that require direct access to the LIMA Cloud platform are carried out by LIMA.
End-of-contract process LIMA Cloud offboarding procedures are followed to decommission customer services including extraction of data and any necessary data destruction. LIMA contracts department handle the settlement of the contract from a financial perspective.

Using the service

Using the service
Web browser interface Yes
Using the web interface Customers are able to self provision virtual environments inlcuding network and firewall provisions through the LIMA Cloud Self Service Portal. For specific requests that fall outside of the automation platform a request can be made to our Service Desk.
Web interface accessibility standard None or don’t know
How the web interface is accessible The LIMA Cloud Self service portal does not contain any specific accessibility functionality outside of that possible via the end user device.
Web interface accessibility testing None
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Customers can select service offerings that provide guaranteed resources and isolation from other service users. Capacity management is a continuous process that the Cloud operations team are responsible for to ensure that adequate capacity including failover reserves are always available.
Usage notifications Yes
Usage reporting Email

Analytics

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
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

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 United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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
  • Virtual Machines
  • Individual Files
  • Databases
  • Email
Backup controls Customers have the option to select different schedules at the virtual machine level only.
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability LIMA offers 99.9% uptime equating to 8hrs 45 minutes per year. Customers are offered Service credits where LIMA fails to meet these SLAs.
Approach to resilience Available on request
Outage reporting Customers are provided with Service Outage Notifications via email.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels The self service portal is configured to provide resources that are only applicable to that tennant through the creation of Virtual Data Centres.

Support channel access is based on RBAC.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus Isoqar
ISO/IEC 27001 accreditation date 23/05/2016
What the ISO/IEC 27001 doesn’t cover Our co-location service providers are not included in our certification.
There is also no assertion from third parties regarding their controls which are outside of our responsibility, unless the security requirements are covered within the third party contract.
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes IS0 27001 2013 standards which are audited annually internally by a quality manager and externally by our accreditation body (Isoqar).

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Configurations are managed and tracked in a central management configuration database (CMDB). Changes to the cloud platform are subject to LIMA change management process as per the standard change management (standard changes, normal changes emergency changes). Normal change approval is processed through Change Advisory Board which is conducted bi-weekly. Emergency change approval is processed through emergency change board.
Vulnerability management type Supplier-defined controls
Vulnerability management approach LIMA utilise a unified security management platform (USM) that continously scans and detects vulnerabilities, inlcuding detection and provides behavioural monitoring and SIEM.

Patching and updates are done on a monthly basis.
Protective monitoring type Supplier-defined controls
Protective monitoring approach LIMA utilise a unified security management platform (USM) that continously scans and detects vulnerabilities, inlcuding detection and provides behavioural monitoring and SIEM.

If a potential compromise is identified network services and/or network ports are disabled.

LIMA employ a 24x7 Network Operations Centre that responds to vulnerabilities within 15 minutes.
Incident management type Supplier-defined controls
Incident management approach This is as per LIMA Incident Management process (available on request) inlcuding incident logging, categorisation and routing to the appropriate team. Customers can report incidents by telephone, email or self service portal or proactive alerts.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

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 Implementation of dedicated customer virtual networks with Layer 4 to Layer 7 through software defined networking.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.08 per gigabyte
Discount for educational organisations No
Free trial available No

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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