CloudRax Limited

CloudRax Private Cloud Hosting

Secure, Private Infrastructure-as-a-Service (IaaS) platform for Crown Hosting Service and other public sector customers. Customisable virtual machines available on standard VMWare or OpenStack stacks.


  • Private Cloud Services
  • Infrastructure as a Service (IaaS)
  • Secure access
  • 24x7 service desk
  • VMWare and OpenStack virtual machines
  • Secure access to public cloud services
  • Security Operations Centre - 24x7
  • Network Operations Centre - 24x7
  • Horizontal scaling and vertical scaling
  • Consulting services available for migration, strategy and planning


  • Private and secure for public sector only
  • Flexible and easy to use
  • Direct access from Crown Hosting networks
  • Simplified procurement billing through Crown Hosting Framework
  • High availability and resilient
  • Cost-effective pay-per-use billing
  • Rapid time to service
  • UK data sovereignty guaranteed
  • Broad, senior expertise available to assist customer projects


£0.01 per instance per day

  • Free trial available

Service documents

G-Cloud 10


CloudRax Limited

Sales Team


Service scope

Service scope
Service constraints Only VMWare and OpenStack instances available. Limited configurations available on demand. Only available in Crown Hosting data centres - customers must be on Crown Hosting network
System requirements Connection to Crown Hosting network required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Initial response within 4 hours at all times
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 Yes, at extra cost
Support levels Standard Service is included in hosting costs and includes Customer Service Delivery Managers, Technical Account Managers, support engineers and 24x7 Network and Security Operations Centres. CloudRax aims to respond to all incidents within 15 minutes between 08:00-18:00 weekdays, and high severity tickets 24x7.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All new customers are assigned a CloudRax service delivery manager who will assist and advise thourghout the onboarding and transition processes.
Training and user documentation is available online.
Engineering and professional services support is available on a T&M basis
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Customers have full access to any storage procured and data that they have stored, and can download at no cost at any time. Data can be exxtracted from the VM or the entire VM can be downloaded as required.
End-of-contract process After contract completion, all user data and instances are removed and digitally scrubbed. CloudRax can provide additional professional services support if required (at an additional cost)

Using the service

Using the service
Web browser interface Yes
Using the web interface All functionality is available through the CloudRax portal. It covers:
- provisioning and removal of virtual machines
- administration of internal permissions, granting access to functions on a role or ID basis
- monitoring and management of active instances
- monitoring and breakdown of usage and billing
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing None
Command line interface No


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Services are provided on a non-contention basis for Private Infrastructure. Instances running on Public Infrastructure is managed using workload management software that allocates resources based on predictive load balancing algorithms.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • Other


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


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
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 Yes
What’s backed up
  • Any file-based storage, up to whole volumes
  • Virtual machines
  • Images
  • Databases
  • Configurations and templates
Backup controls Control over backups is via the CloudRax portal
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Base platforms operate with 99.999% uptime.
Approach to resilience Dual data centres, running active-active. High-availability configuration for all infrastructure elements. All hardware intrinsically resilient. All hardware fed from dual power supplies. All single corded hardware connected to dual supplies through static transfer switch. Separate (diverse routes) for all network trunks
Outage reporting All customers have access to dashboard via their portal. Outages also notified by email (depending on customer preferences)

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels Default roles in the portal allow access to some or all administrative functions. Users are free to define their own roles and permissions within the default profiles allocated at contract inception.
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)
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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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
Information security policies and processes CloudRax is governed using a set of information security policies that align with ISO27001.

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 CloudRax uses configuration and change management processes that align with ITIL V3 and industry best practise. AN ITSM system is used to manage such processes and suitable governance is applied through use of a change management board
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management processes and policies align with ITIL V3 and ISO27001. A Unified Security Management system is used to simplify security on and off premises
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach CloudRax has a 24x7 Security Operations Centre which uses a Unified Security Management toolset, following best practice from the National Cyber Security Centre. Our security software provides enhanced protective services across all layers of the stack including the network
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 CloudRax uses an incident management process that confirms with ITIL V3 and ISO 27001 standards. The 24x7 NOC/SOC is fully trained in all aspects of incident management.

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 Two options:
1. Physical segregation - separate server and storage hardware, connected to shared network at core only
2. Shared virtual infrastructure - separate VLANs per customer, robust hypervisor controls based on VMWare vSphere and RedHat technologies

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £0.01 per instance per day
Discount for educational organisations No
Free trial available Yes
Description of free trial Potential customers can create and use new instances with limited lifetimes (deleted every 48 hours) - full functionality available


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
Return to top ↑