Maindec Computer Solutions Ltd

Service Management Virtual Servers (add to IaaS)

Maindec Computer Solutions Ltd Service Management provides 24x7 monitoring and management according to the ITIL package selected. Added to Maindec Computer Solutions IaaS offering this creates a fully managed cloud service with an SLA for the operating system.

Features

  • Onboarding services
  • Design Authority
  • Business Analysis
  • Design and Development
  • Project specification and selection
  • Deployment
  • Transition management
  • Agile: development and management

Benefits

  • Enterprise Architecture
  • Service Integration
  • Service Management
  • Software Support
  • Helpdesk

Pricing

£78.83 per virtual machine per month

Service documents

G-Cloud 9

266368542299671

Maindec Computer Solutions Ltd

Craig Fairs

01628 851044

craig.fairs@maindec.com

Service scope

Service scope
Service constraints N/A
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times N/A
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels 24/7 Support.
SLA for availability
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On boarding guidance is provided
Training available onsite or online
User documentation provided
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Secure service available
End-of-contract process Migration service available

Using the service

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

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Yes
Usage notifications Yes
Usage reporting API

Analytics

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

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Innov8 Ltd

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • 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
Backup controls Full control of backup content and schedule.
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 Private network or public sector network
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service availability – Single DC Availability of the environment located within one data centre location to service user requests 99.9%
Service availability – Dual DC Availability of the environment located within two data centre location to service user requests 99.99%
Service capacity – Normal operation The amount of CPU & RAM resources allocated in normal operations Resources to support 60% concurrency
Service capacity – DR The level of user concurrency guaranteed in a data centre failure scenario 50% of normal operation capacity
Service restoration – DR The time elapsed between data centre failure scenario and restoration of service capacity to normal operational levels 48 hours
Data storage Storage capacity available for agreed amount of user & application data >10% free
Data protection Successful backup of user & application data 95% of all backups successful
Approach to resilience Available on request
Outage reporting A public dashboard
an API
email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
Access restrictions in management interfaces and support channels A combination of tools are utilised to enable granular, role-based access control and administrative delegation as part of a unified framework for managing security.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
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 User-defined
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 British Assessment Bureau
ISO/IEC 27001 accreditation date 20/01/2017
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 Cisco CMSP accredited

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 27001 and reflective Policy in place

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All change and configuration are managed in accordance with strict ITIL process
Vulnerability management type Supplier-defined controls
Vulnerability management approach Carried out annually all variability management is taken I line with Carecert.
Patches are
Threats are monitored from intrusion detection systems.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Intrusion detection.
Incident management type Supplier-defined controls
Incident management approach Pre-defined, ITIL-based processes are in place for common events and event management processes are followed so that incidents are automatically logged and handed over to the required technical contact for diagnosis, triage and resolution. All incidents are included in formal quarterly service review reporting processes. A dashboard View is also created to provide visibility of all in-scope infrastructure environments, with appropriate thresholds and alerts set up across all platforms and automated ticket generation in place.

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 No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £78.83 per virtual machine per month
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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