Amicus ITS

Enterprise Compute Cloud For Public Sector

Enterprise Compute Cloud for public sector provides a trusted, connected and flexible cloud platform to deliver your enterprise applications. Support business processes like back-office and line-of-business systems. Self-provision, and scale, secure UK OFFICAL environments rapidly, connected to the Internet, PSN, N3 and Janet networks utilising Service Levels up to 99.99%

Features

  • On demand - Billed by the hour for resources used
  • Build and configure VMs via secure self-service portal & API
  • A range of service levels, VM sizes and licencing options
  • 24/7 service desk included as standard with SLA response times
  • Platform spans two UK data centres separated by over 100km.
  • Assured; UK hosted by SC and NPPV cleared personnel
  • Aligned with NCSC Cloud Security Principles
  • Connect over the internet, PSN, N3 or JANET
  • Based on enterprise grade systems from VMware, Cisco and EMC
  • Encryption of data at rest using 256-bit AES encryption

Benefits

  • Enabling cost savings by controlling VM power states
  • Get the resources you need, when you need them
  • Configure the solution that is right for your application
  • Experience complete support to get the best from your application
  • Architect solutions with confidence that applications and services remain available
  • Make compelling citizen facing services, whilst ensuring data remains safe
  • Have confidence in who has access to your data
  • Solutions on a cloud that aligns with NCSC best practice
  • Choose the right network to connect your solution to
  • Use known technologies to de-risk your cloud transition

Pricing

£7.31 per virtual machine per month

Service documents

G-Cloud 9

274924964102797

Amicus ITS

Ben Davis

02380 429429

bidteam@amicusits.co.uk

Service scope

Service scope
Service constraints Customers must prove compliance with the access requirements of private networks. Planned maintenance windows are identified in the service description. Emergency maintenance windows are identified in the service description.
System requirements
  • Modern browsers that support flash
  • Modern browsers that allow downloading of JAVA applets

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Emails and online tickets registered by the user will be responded to within 15 minutes. There is no difference to the response times should an issue arise at the weekend.
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 We provide a remote chat facility initiated from the Service Desk application to the end user.
Web chat accessibility testing None
Onsite support Onsite support
Support levels The support levels required can be tailored to meet the customer's requirements. Typically this would either be 24x365, or normal working hours or including weekends. If a customer required 24x365 or weekend support, as opposed to in-hours, weekday only, there will be a price differential. Details of this are contained within the pricing information supplied as an addendum to this service information. As part of Amicus ITS' managed service team, we provide both technical account management and support engineers for the customer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All new customers are assigned a UKCloud Customer Success Manager that will provide proactive support and advise for the first 90 days (the customer will automatically have their own Service Delivery Manager working on their account). The UKCloud service also includes the assistance from devops and cloud architects to ensure the right solution is provisioned and maximised for the workloads, along with a range of user guides.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction The customer has complete autonomy of how data is stored and managed within their virtual environment. Data can be extracted either from within the VM (for example, copying data over virtual networks), or the entire VM (for example, exporting as a VMDK or OVF).
End-of-contract process There are no termination costs for this service. Customers are responsible for extracting their own data from the Enterprise Compute Cloud if required. UKCloud may make an additional charge for transferring data out of the service.

Using the service

Using the service
Web browser interface Yes
Using the web interface We provide a control panel allowing users to provision, manage and decommission various aspects of this service. It also allows users to interface with the service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. This includes launch, manage and delete virtual network, compute and storage resources; display network topology; manage images including creation and recover of backups; control access and security including key pairs, API access and floating IPs and manage load balancers.
Web interface accessibility standard None or don’t know
How the web interface is accessible The web interface is accessible using the most common web browsers and is delivered over various public and private networks including the internet, PSN, N3/HSCN and Janet. The web interface is protected by standards-based encryption, two-factor authentication and optionally IP address restrictions. The web interface is entirely HTML5 and does not require any auxilary plug-ins, therefore the web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
Web interface accessibility testing None
API Yes
What users can and can't do using the API You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying APIs such as vCloud and OpenStack. These are compatible with tools such as Terraform and platforms such as AWS S3.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Customers can full manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources There is a clear demarkation between users which prevents interdependency
Usage notifications Yes
Usage reporting
  • API
  • Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • API access
  • Reports on request

Resellers

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

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 No
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 CSA CCM v3.0
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 A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Servers
  • Databases
  • Files
Backup controls Depending on the backup or replication service that the customer chooses, this can be done either via the API or the UKCloud portal
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
  • 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
  • IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% - 99.99% depending on Service level chosen
Approach to resilience Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting All outages will be reported via the Service Status page and the notifications service within the Service Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.  In addition, the designated Account Manager or Service Delivery Manager will proactively contact customers as appropriate.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
Access restrictions in management interfaces and support channels Customers have the option to raise a support request via telephone or email. UKCloud will always authenticate the identity of the user by validating known phone numbers and asking them for specific characters within their pre-agreed memorable word. The management interfaces are only available on the UKCloud network.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
Devices users manage the service through Dedicated device over multiple services or networks

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 LRQA
ISO/IEC 27001 accreditation date 8th May 2012
What the ISO/IEC 27001 doesn’t cover Nothing
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 28th October 2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Nothing
PCI certification No
Other security accreditations Yes
Any other security accreditations
  • ISO27018
  • Cyber Essentials
  • Cyber Essentials Plus
  • PSN
  • ISO20000

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 UK Cloud has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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 UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
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 UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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 At the compute/storage layer, consumers are separated via robust hypervisor controls based on VMware vSphere technology. This solution has been previously been validated by the NCSC PGA and the implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £7.31 per virtual machine per month
Discount for educational organisations No
Free trial available Yes
Description of free trial UKCloud offers a free 30 day trial for Enterprise Compute Cloud and Cloud Storage. This trial will enable you to experience first-hand how quickly and easily service can be deployed, and benefits delivered. Should you wish, you can convert your trial account to a paid service thereafter.
Link to free trial https://ukcloud.com/free-trial-sign-up

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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