BrightCloud Technologies Limited

BrightCloud - Patching as a Service

We offer a Managed Patching Service, ensuring Windows Server Operating Systems and applications receive Security and Critical patches reducing vulnerabilities across your IT infrastructure.

Features

  • Windows Server Security Patching (Including supported applications)
  • Software Asset Management (Lists applications installed by Server)
  • Patching for both physical and virtual Operating Systems
  • Patch scheduling and change control designed around your business
  • Transparent Service Reporting
  • Automated patch assessment and deployment (if suited)
  • Includes application security patches for supported applications
  • A Patch Management service managed by BrightCloud
  • Discover, inventory & patch physical servers, VMs & templates

Benefits

  • Reduce Operating System and Application security vulnerabilities
  • Remove the burden of patching from your IT staff
  • Access to BrightCloud's pool of highly accredited engineers
  • Partner with a provider that truly cares for your business
  • Initial on-boarding health-check
  • Patch management delivered in a controlled and methodical process
  • Maintain compliance with Cyber Essentials

Pricing

£4.69 to £19.43 per server

  • Education pricing available

Service documents

G-Cloud 11

291054565374308

BrightCloud Technologies Limited

Duncan Little

0370 770 9722

sales@bright-cloud.net

Service scope

Service scope
Service constraints For Windows Server patching, Operating Systems must be on the supported Operating System list.
For application patching, applications must be on the supported application list.
System requirements Agreement of maintenance windows where required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1 - 15 mins
P2 - 2 hours
P3 - 4 hours
P4 8 hours
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Ad hoc support is provided on a time and materials basis, customers buy a bank of support calls upfront and these are called off during a 12 month period. Reactive support is provided to our contract customers on an agreed basis and discharged on a retainer with no limit to the amount of support. Proactive support and managed services are provided with monitoring technology automatically escalating incidents to the helpdesk. Only proactive support customers receive strategic advice and technical account management.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A fully guided trial service where we assist in installing the software, configuring initial assessments and discussing the patching process.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction A request to BrightCloud will ensure that the service ceases and data stored in the application database is removed.
Any data needed to be extracted can be provided on encrypted media at additional cost.
End-of-contract process Network connectivity between the customer and BrightCloud will be removed and the patch management application database containing reference to the customer's servers will be deleted.

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 We run proactive monitoring of all resources; System, Storage and Networking and via Capacity Management we ensure that all customers have sufficient available resources.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Other
Other metrics
  • Patches installed by Windows Server
  • Patches outstanding by Windows Server
  • Software Asset Information by Windows Server
  • Patch deployment activities by Windows Server
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
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 Configuration data relevant to this service is protected by BrightCloud
Backup controls No user input required. Configuration data such as (Server name, Operating System, IP Addressing, services and applications installed) will be protected as part of our service.
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We provide a 99.99% uptime guarantee SLA on the BrightCloud Backup service and our Contract includes a refund of the charges in proportion to any reduction in uptime.
Approach to resilience We operate from highly available data centres (Tier 3 and 4) and every component of our solution is designed and configured to be resilient. We can run from one Data Centre in the event of a complete failure and there are no single points of failure.
Outage reporting We run a Major Incident process and any outages are reported via SMS and e-mail.

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels The control is use of rights management within the web interface and underlying software and we test this using regular vulnerability assessments by a CHECK accredited provider.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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 At least 12 months
Access to supplier activity audit information Users contact the support team to get 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 British Standard Institution
ISO/IEC 27001 accreditation date 12/02/2016
What the ISO/IEC 27001 doesn’t cover The Policy applies to all physical and electronic assets, processes, policies and procedures employed internally and for the benefit of customers managed services. All employees and contractors are expected to comply with this policy and the information security management system (ISMS) that implements this policy
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications IGSoc Organsiation Code 8HJ31

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Policies followed include: Security policy, Access control policy, asset management policy, classification of information policy, compliance policy, cryptographic policy, HR process, information security incident management, media policy, mobile device and networking policy, network security management policy, operations workflow, operations security policy, organisation of information security, physical and environmental security, supplier relationships policy, Systems acquisition and development policy, business management operational objectives, individual user agreement, non-conformance , customer feedback, internal audit procedure, change control procedure, design control, major incident process, business continuity plan, problem management procedure, document management procedure, contract review process, supplier review process.

All employees are taken through internal workshops during the induction process with regular refresher courses conducted.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All components which support the service are recorded in a configuration management database and any changes to the components or the service have to be risk assessed and put through our ITIL based change management process. One part of the change management process is to assess any potential security impact of the change.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our vulnerability management approach is to continuously monitor with pen tests and vulnerability assessments and to then prioritise and mediate any risks found. Dependant of the priority and level of risk we will deploy patches within 24 hours. We utilise a number of industry tools and sources for threat information and also utilise a CHECK accredited company for the tests.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We utilise SIEM tools to monitor logs and highlight potential compromises; anything discovered will be raised as a P1 ticket in our system and responded to within 15 minutes. If there has been a compromise this will be remediated and logged as a Security Incident in our ISO27001 based business management system such that it is treated to prevent recurrence.
Incident management type Supplier-defined controls
Incident management approach We have designed our Incident, Problem and Change Management processes based on ITIL V3. Users can report incidents via telephone or e-mail, with a P1 response being 15 minutes, P2 45 minutes, P3 4 hours. Incident reports are provided weekly or monthly as agreed with the customer.

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 Each customer is assigned their own private VLAN, customer separation firewall and unique software encryption keys. Private infrastructure resources including storage, and access is controlled by role based access controls.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Our DC Partners are a members of the Green Grid and follow the EU guidelines.

Pricing

Pricing
Price £4.69 to £19.43 per server
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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