Exponential-e Ltd

Hosted Virtual Desktop (Citrix VDI)

The Exponential-e Hosted Virtual Desktop (Citrix VDI) is a fully managed Virtual Desktop and Application delivery service which can be deployed on Dedicated, Multi-tenanted or Public cloud platforms. It will securely deliver Windows 10 or Server 2016 to a variety of end-user devices, regardless of location.

Features

  • Variety of Microsoft Windows OS options
  • Session monitoring, reporting and remote assistance
  • Scalable to thousands of users
  • End-to-end encryption
  • Highly available, deployed across two datacenters/regions
  • Support for graphic intensive applications
  • Citrix
  • Virtual Desktop Infrastructure (VDI)

Benefits

  • Enables simple method of patching
  • Avoid costly storage infrastructure
  • Rapid deployment
  • Integration with low-latency networks for optimal user experience
  • Secured by Multi-Factor Authentication

Service scope

Service scope
Service constraints Applications that require direct access to hardware e.g. licensing USB dongles
System requirements
  • Office 365 Enterprise licences or Subscription Advantage
  • Active Directory Domain Services: hosted, on-prem or Azure

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 hour maximum
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 No
Onsite support No
Support levels Monitoring and management can be provided for Citrix infrastructure only, the components that comprise the services or include End-User support. Both levels of service are delivered by UK-based Service Desk.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A series of discovery activities are planned to determine the capacity of the service. This is determined by the total number of users, peak concurrent users, the types of users that will consume the service and the applications that each type of users will use on a day to day basis.

Further discovery activities will capture the user experience requirements such as application access, security restrictions and general look and feel, if a virtualised desktop is presented.

These discovery phases enable us to design, implement, test and deploy a fit for purpose Hosted Citrix service.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction If customised data transportation, data extraction or full virtual machine export services are required, for example in the example of a post-invocation off-boarding scenario, these services shall be charged at the prevailing time and materials day rates. In order to action these customised services, an off-boarding service request must be raised via the Exponential-e Service Desk. Due to those services have not been not included within Exponential-e’s G-Cloud catalogue entry, and thus do not fall within the Framework Agreement and Call Off Agreement, Exponential-e’s standard terms and conditions for professional services would apply.
End-of-contract process At the end of the term and/or if the contract is terminated, the Service Migration provisions will apply.

Using the service

Using the service
Web browser interface Yes
Using the web interface Virtual Desktops and Apps can be accessed from a web interface.
Web interface accessibility standard None or don’t know
How the web interface is accessible Users can group favorite desktops or applications for ease of use.
Web interface accessibility testing None
API No
Command line interface No

Scaling

Scaling
Scaling available No
Independence of resources The virtual machines that are deployed as Virtual Desktop Agents do not have contended virtual resources, vCPU or vRAM, allocated to them.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • Regular reports
  • 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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
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
  • 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
  • Other
Other protection within supplier network Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.

Availability and resilience

Availability and resilience
Guaranteed availability We provide ongoing management of the service.

A dual-datacenter solution will enable an SLA of 99.99% availability. Should a buyer request a single-datacenter solution, 99.9% availability will be offered.
Approach to resilience Available on Request.
Outage reporting Service report outages are reported in real-time via: - a customer dashboard - email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Details available on request.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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 receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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 BSI
ISO/IEC 27001 accreditation date 13/04/2018
What the ISO/IEC 27001 doesn’t cover Details available on request.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 13/04/2018
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Details available on request.
PCI certification Yes
Who accredited the PCI DSS certification Blackmores UK
PCI DSS accreditation date 19/3/2019
What the PCI DSS doesn’t cover Hosting Provider – Applications, Storage, Security Services, shared hosting, Online Hosting, Managed Services – System Security, IT Support, Backup, Cloud Services Payment Processes – All payment services
Other security certifications Yes
Any other security certifications
  • ISO 22301
  • ISO 20000
  • ISO 9001
  • ISO 50000
  • ISO 14001
  • Cyber Essentials PLUS
  • Commissum Information Assurance Certification
  • PIMS 686040
  • CAS(T) NCSC-264868406-1689

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.
Information security policies and processes Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.

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 Details available on request.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Details available on request.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Details available on request.
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 Details available on request.

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 Service separation, and service management separation, are assured by the multi-tenant virtualisation infrastructure service design. For replication to public cloud environments, dedicated customer tenancies are maintained.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Critical to our core operation is our national network infrastructure and Data Centres, which house our server and switching equipment, as well as our cloud Infrastructure. Exponential-e recognises that energy efficient practices, and reducing our carbon footprint, are paramount in achieving our corporate sustainability goals. • All our Data Centres are ISO14001 accredited organisations with robust environmental management systems • Procuring consumed energy from sustainable energy sources wherever possible • Ensuring the use of hot/cold aisle cooling design in our Data Centres, which reduces energy consumption as the cooling is more efficient and helps our customers to reduce their carbon footprint • Use the latest virtualisation (VDC) technologies to ensure the most efficient utilisation of hardware resulting in the overall optimization of our client’s infrastructure. Our VDC delivers dedicated processing instead of having multiple, underutilised physical servers, which helps minimise our environmental impact

Pricing

Pricing
Price £55 per user per month
Discount for educational organisations No
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 pdf document: Modern Slavery statement
Service documents
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