Pulsant Ltd

Pulsant Cloud Connect

Many customers now operate hybrid IT environments and require multiple levels of network redundancy and security. We work with our customers to design a connectivity solution that brings together all of their technology services, and connects between them seamlessly for easy management of a sometimes complex hybrid environment.

Features

  • Powered using 100% renewalable energy
  • ISO27001, ISO9001, ISO14001 and CSA Star accredited
  • 24/7/365 service monitoring

Benefits

  • 24/7/365 service monitoring
  • 99.995% Service availability - protecting your business reputation
  • Accredited provider aligned to Public Sector service requirements
  • Reduce CAPEX, minimal OPEX and consistent cost structure
  • Advance backup monitoring underpins industry leading SLA's
  • Over 12 years experience in supporting Public Sector organisations
  • Choice of carrier and carrier neutrality
  • Experienced audit support through dedicated compliance team
  • Flexible and scalable service

Pricing

£369.00 per instance per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

269457878396602

Pulsant Ltd

John Easson

0131 314 5000

john.easson@pulsant.com

Service scope

Service scope
Service constraints The Pulsant platform is designed so that maintenance can be carried out without interruption to those systems being protected. Though some individual jobs may be delayed during maintenance those jobs will resume when possible and continue service as normal.

In order to reduce risk of unplanned downtime, Pulsant will apply strict change management procedures and configuration management control in applying system or application changes. A regular maintenance schedule will be applied for timely application of systems and application updates. Change control will consider impact of change and rollback procedures if release is unsuccessful.
System requirements Internet connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times to questions and support requests are as follows:
Routine: within 30 minutes, measured during business hours

Service Affecting (must be notified by telephone): Within 30 minutes

Critical (must be notified by telephone): Within 15 minutes
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Our Cloud Connect service provides:
Availability
The Pulsant Cloud Connect is designed and maintained to achieve a target availability of 99.84% (single link) and 100% (dual links)measured on a calendar month.

Support Hours
We operate and resource a technical support team so that customers have access to highly trained staff 24 hours a day, 7 days a week, 365 days a year.

Change Completion
Simple - Within 24 hours
Complex - As scheduled and agreed based on change requirements

Incident Response Times:
Critical - 24/7/365 (must be notified by telephone) - response within 15 minutes
Impacting Service - 24/7/365 (must be notified by telephone) - response within 30 minutes
Routine - Business hours - response within 30 minutes measured during business hours

Pulsant's Cloud Connect service is delivered to clients as an infrastructure as a Service model. Where clients require a managed service, the cost of the managed service is included within the pricing document uploaded as part of this service.

The above support levels are included as part of the service and carry no additional cost.

Pulsant also provide an Account Manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Pulsant can provide suitable training for standard procedures to customers taking on the service and if required bespoke training can be arranged on request ensuring customers’ proficient use of the service.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction The de-provisioning of the service follows defined processes that include the data destruction requirements specified by the client and guarantees ownership and access of data belonging to the customer. Requests to de-provision services will be treated as routine in line with support responses unless specifically identified by a customer.

Customers have unrestricted access to the data that they store within the service and are typically in complete control of that data, so are free to extract the data at any time.
End-of-contract process The de-provisioning of the service follows defined processes that include the data destruction requirements specified by the client and guarantees ownership and access of data belonging to the customer. Requests to de-provision services will be treated as routine in line with support responses unless specifically identified by a customer.

Cancellation requests can be sent via the portal, email or phone by an authorised contact. Cancellations can be scheduled ahead of time or as soon as possible in response to an immediate request. Data destruction may take longer to standards required of the deployment and data classification.

Pulsant will support the client through providing access to third parties.

Additional costs will be applied where Pulsant are required to provide full deprovision of the service, data extraction and transfer, support to 3rd parties other than access, provide migration planning or assistance.

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 Cloud Connect services are logically separated end to end using standard industry network virtualisation approaches including MPLS and VLAN tagging.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Network
Reporting types Reports on request

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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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 No

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Service Levels

The Supplier will use its reasonable endeavours to deliver the following Response Times in respect of incidents as set out in the table below.

Event Type - Service Hours - Response Time

Critical - 24/7/365 (issue must be notified by telephone) - Within 15 minutes

Service Affecting - 24/7/365 (issue must be notified by telephone) - Within 30 minutes

Routine - Business Hours - Within 30 minutes, measured during Business Hours

Measure - Description - Value

Service Hours - The hours during which the service and SLA is provided - 24/7/365

Availability - % of the service hours during which service availability is guaranteed (excluding planned maintenance in clause 5 below) - 99.84% (single line) and 100% (dual links).
Approach to resilience Available on request
Outage reporting In the unlikely event an outage occurs, Pulsant respond in line with our documented Outage Response Process.

Pulsant understands that during any loss of service communication with the client is of paramount importance to support sharing information with their clients'. However, maintaining communication must not impact upon the works being completed to resolve any outage.

Pulsant's outage reporting process provides clients with regular updates through a number of different methods. Depending on the type and severity of the outage Pulsant will utilise either one are all of the following communication methods:

- Public Dashboard, refreshed and updated every 30 minutes
- Direct communication either by telephone or email to clients
- Text message alerts for clients should this method of communication have been approved
- Customer Portal - updated at 30 minute intervals
- Email alerting - communication schedule in line with resolution activity, supports the communication via the other methods listed above.

Following any outage or loss of service Pulsant complete a Reason For Outage (RFO) report which is distributed to all clients and any service improvements are recorded and implemented for future service improvement.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Pulsant utilise an enterprise management tool (MIST) which provides a central repository to capture all service information.
Overview of what is captured within our MIST system:
• Service detail and solution overview
• Specific service access lists relating to authority to request changes, information, facility access
• Contact information – technical, finance etc
• Service specific instructions – if alert is received instruction on how the customer would like Pulsant to react.
• Service monitoring information – solution specific information
• Service requests raised via the customer portal, email or telephone.
The above information is available through Pulsant’s customer portal.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

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 British Standards Institution
ISO/IEC 27001 accreditation date 13th June 2011
What the ISO/IEC 27001 doesn’t cover The provision of cloud services, colocation, managed hosting and managed networks. This in accordance with the Statement of Applicability version 1.2 dated 23/10/15.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 25th October 2013
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover The provision of managed hosting, cloud computing, network and colocation services. This in accordance with the Statement of Applicability revision 2.1 Dated 16/04/2013.
In association with ISO 27001 certificate IS 571965.
PCI certification Yes
Who accredited the PCI DSS certification ECSC
PCI DSS accreditation date 30th June 2014
What the PCI DSS doesn’t cover Pulsant's Milton Keynes, South London and Maidenhead datacentres
for the provision of secure hosting and remote hands services
in accordance with the accompanying
Report on Compliance
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes Pulsant operates a central management system to ensure that controls are deployed to address business and legislative requirements. This is coupled with a continual internal and external audit programme against international and industry accepted standards for security, with Quarterly management review of progress against targets and metrics and the programme for ensuring employees are aligned and understand their responsibilities.

Pulsant holds certifications in the following standards:

* ISO27001
* CSA STAR
* PCI-DSS

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Configuration management is achieved via testing and development in specific environments and the maintenance of version control ; change management covers all operational processes and procedures following the ITIL V3 model. The primary objective of the Change Management process in Pulsant is to enable beneficial changes to take place with minimum of disruption to Pulsant or customers services or infrastructure. All operational processes and procedures follow the change management model ; all raised change requests get into a CAB for approval. When a change gets approved for a scheduled timeline, and it then proceeds to completion.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Pulsant runs daily vulnerability scans on our infrastructure assets using Qualys, which is updated with new threat signatures daily by the vendor. Qualys continuous monitoring agents are deployed on the most critical assets. Critical vulnerabilities are immediately risk assessed and any mitigating actions applied. Vendor critical patches are applied with a target time of 48 hours. Routine patches are applied in line with patch schedules on the estate, but typically within 30 days.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Pulsant has deployed a suite of automated tools which monitor and alert on changes within the technology estate. Changes are compared against change management and any activity identified outside of expectation is promoted for investigation under incident management processes, including major incident invocation if required. Logs are retained should forensic analysis be required.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Pulsant operates 24 x 7 x 365 live service desks at every UK locations to support customers .These teams are responsible for the triage of all alarms and alerts raised by our monitoring systems, as well as first response to customers’ requests, whether they come through the telephone, and email or customer ticket via the portal. Pulsant operates an ITIL V3 incident management process. The Support portal provides relevant information about all Incidents.

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 The cloud management system separates organisations into tenant accounts within the interface and folders and resource groups in the underlying infrastructure. The virtualisation technology itselt implements security zones and logical network segregation in order to prevent access between tenant organisations where such access is not specifically configured.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £369.00 per instance per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Pulsant provide a free trial of the service in line with the clients service scope.

The trial period will be for an agreed period, typically this is no longer than 1 month.

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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