Sungard Availability Services (UK) Ltd

Managed Cloud Services - Trusted Zone

Sungard AS’s Managed Cloud Services for UK Government (Trusted Zone) service is designed to process data marked as Official (Official-Sensitive) via Internet connected Virtual Data Centres. Each customer is assigned one or more Virtual Data Centre(s) with managed compute, network, storage resources and operating system.


  • Hosted within Sungard Availability Services UK datacentres
  • Fully redundant multi-tenancy multi-site enterprise infrastructure
  • Fully redundant Internet & Private Connectivity options
  • Up to 99.95% Availability Service Level Agreement (SLA)
  • Aligned with the CESG Cloud Security Principles


  • Fully Managed Services
  • Reduction in overall costs and compliance risks
  • Flexibility in computing demands
  • Consume infrastructure within an OPEX-based financial model


£75 per virtual machine per month

Service documents

G-Cloud 11


Sungard Availability Services (UK) Ltd

Sungard Availability Services

0800 143 413

Service scope

Service scope
Service constraints Planned maintenance windows are agreed with the customers.
System requirements
  • Managed OS are hardened which includes Anti-Virus
  • All VMs include Anti-Virus
  • IPSec VPN over the Internet
  • Windows Server 2008 R2 & 2012 R2 support
  • Red Hat Enterprise Linux 6.5+ and 7 support
  • Fully managed firewalls and networking
  • Managed Backup
  • Dual Site recovery available
  • 99.95% Availability SLA
  • Secure gateway connectivity to Sungard AS's (Official) Managed Cloud Platform

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Critical - 15mins;
High - 15mins;
Medium - 60 mins;
Low - 24 hours.

This is applicable 24 by 7, 365 days a year.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support No
Support levels Sungard AS offers several support functions – NOC, Service Desk, resolver teams etc. as part of its management services for ticketing.
24/7/365 support for the Service Desk.

Support teams are arranged in a first, second and third line of support with escalation to third party suppliers if required. Service affecting outages are escalated through the Sungard AS management process in line with the ITIL methodologies.

Standard support activity costs are included within the subscription to the service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As a fully managed service, we provide full on-boarding services through our consulting and operational teams. Both on-boarding and off-boarding provides options of data migration ingress/ egress through a broad tool-set.

We have user documentation such as on-boarding and service management documentation covering how to raise tickets, service request, change, escalations etc.

We can also offer customers with onsite training at additional cost.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Powerpoint
End-of-contract data extraction Sungard AS provide a range of options to extract data at contract end. Depending on the exact requirement this may range from attaching storage devices for manual copying of data through to a fully managed migration service.

Migration services are scoped and priced based upon the exact configuration of the virtual estate at the time of migration and the target configuration.
End-of-contract process At the point of termination, all your data (including backups), accounts and access will be securely deleted; there will be no mechanism to subsequently recover data after this point.

Using the service

Using the service
Web browser interface Yes
Using the web interface We provide customers access to a web portal that allows them to raise incident tickets, and service and change requests.
Web interface accessibility standard None or don’t know
How the web interface is accessible Our web portal is accessible through a standard internet browser.

Sungard AS is making every effort to ensure Viewpoint is compatible with modern browser releases, is optimised for use on iPad and Android tablets and is mobile-friendly. Optimal browsers for use include:
- Chrome in the Windows, Macintosh, and Linux environments
- Firefox in the Windows, Macintosh, and Linux environments
- Internet Explorer 9 or above in the Microsoft Windows environment*
- Safari in the Macintosh environment
* Earlier versions of Internet Explorer (IE 8, 7, 6, 5) are not supported.
From Ticketing, to access the following you must use Internet Explorer 9 or above and you will be required to re-authenticate.
Web interface accessibility testing No assistive technology users have been used to test the web interface.
Command line interface No


Scaling available No
Independence of resources VMs have a 6:1 CPU ratio, and scale in 1 vCPU/ 2GB RAM multiples. RAM is not contended.
Usage notifications Yes
Usage reporting
  • Email
  • Other


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • VM patching levels
  • Anti-Virus update status
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Sungard AS provides “known locations for storage, processing and management” of the service and all data within.

All Sungard AS UK Ltd contracts are with a UK registered Company and are governed under UK Law.

Sungard AS data centres conform to a recognised standard. The operating locations which host and manage Sungard AS's Managed Cloud Services for UK Government (Official) are certified to ISO27001. All UK Data Centres undergo an annual review against ISAE 3402 Type II.

Storage, including removable media, is retained in a secure location until securely destroyed.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Yes
What’s backed up
  • Virtual Machines
  • Files
  • Databases
  • Operating system (including system state)
Backup controls Through initial backup policy capture during on-boarding from a list of options and through service request during in-life service. This is available to different VMs.

Sungard AS vaulting services provide scheduled backups. Self-service restoration and manual execution of backups is supported.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
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
  • 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 Sungard AS implements IPsec VPNs for the protection of administrative traffic. All vendor patch downloads and imports and protected via TLS.

Sungard AS Customer portal is protected via TLS

Availability and resilience

Availability and resilience
Guaranteed availability Upto 99.95% availability assured by contractual commitment
Approach to resilience Sungard AS offers an SLA for customers for Service availability.
Single-site service availability for a customer is 99.5%.
Dual-site service availability is provides on a SLA backed 4 hour recovery time objective (RTO) and 30 minute recovery point objective (RPO). The SLA is subject to testing on a six-month interval.
All service elements within a single site are resilient and are redundant between sites, catering for high availability services. This extends to backup and network services beyond the boundaries of the virtualised infrastructure. Two copies of backup data are created in geographically discreet data centres and are available for immediate retrieval to service data restores.
Outage reporting Email alerts.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Sungard AS personnel have access granted as per necessary access control permission whilst customers have to adhere to the Customer Procedures.
Access restriction testing frequency At least once a year
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 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)

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 Lloyd's Register Quality Assurance
ISO/IEC 27001 accreditation date 3/12/2013
What the ISO/IEC 27001 doesn’t cover The following is what is covered. The management of the processes, the people and assets operating out of our LTC ,TC2, TC3, TC4 and TC5 data centres, and supporting functions (Finance, Procurement, Legal and HR functions) within our Theale and LTC A offices are covered by the ISO/IEC 27001 certification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Schellman and Company
PCI DSS accreditation date 02/11/2018
What the PCI DSS doesn’t cover Managed Services that were assessed as part of the PCI accreditation were Systems Security Services and IT Support.
Other security certifications Yes
Any other security certifications
  • ISAE 3402 (formerly SAS 70)
  • ISO 9001: 2008
  • ISO 22301 (formerly BS 25999)
  • Cyber Essentials Plus

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 Sungard AS has an information security management system that certifies to ISO27001 which includes an overall security policy. Adherance to the policies is regularity audited by an independent external provider.

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 Sungard AS has a governance process in place to track all assets and to review and manage change to the platform. This process is encompassed within the Sungard AS ISO27001 certification.

All changes are reviewed and approved including impact from a security perspective before implementation.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach As a requirement of Sungard AS's PCI-DSS assessment, penetration and vulnerability assessments are performed across our platforms within the scope of the assessment. A vulnerability assessment identifies and reports noted vulnerabilities, whereas a penetration test attempts to exploit the vulnerabilities. Penetration testing should include network and application layer testing as well as controls and processes around the networks and applications, and occurs from both the external testing and internal networks.

Sungard AS has a documented Patch Management process in place which is endorsed by Corporate Compliance. Threats are managed using information from multiple organisations.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Regular on-going compliance monitoring activities are performed covering [customer] information with control deficiencies tracked and managed via a formal remediation process. This is assessed as part of our ISAE3402, ISO27001, BS25999 and ISO9001 certification.
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 A formal Security Incident Management process is in place which is tested on an annual basis and forms part of our ISO 27001 certification. Notifications of incidents  are made through the Service Desk function who provide regular updates 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 Sungard AS use virtualisation technologies to provide separation between customer workloads.

Compute separation is enabled through the VMware product configured to allow hard partitioning. Customers may implement physical devices as part of their service, separation of these is provided through network separation.

Network separation between customers is achieved through virtual routing and forwarding (VRF) technologies and virtual networking capabilities provided by Cisco ASA and Cisco Nexus switching. Network separation within a customers service is provided by virtual LANs (VLANs).

Storage separation is enabled through VMWare storage architecture.

Energy efficiency

Energy efficiency
Energy-efficient datacentres No


Price £75 per virtual machine 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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