Proact IT UK Limited

Proact Hybrid Cloud PHC Infrastructure-as-a-Service (IaaS)

Proact Hybrid Cloud is a cloud platform which simplifies
and delivers enterprise class Infrastructure as a Service,
with self-service capabilities and the ability, as standard, to
integrate with Amazon AWS (others available
in a custom model). This allows you to bring your
IT together into a unified and automated ecosystem.

Features

  • Full managed compute service
  • Dedicated or shared options
  • Built on enterprise server technology
  • Flexible service to scale up and down
  • Available with or without server OS licensing
  • Available hosted or on-premise
  • UK datacentres

Benefits

  • Align compute costs with organisational demand
  • Focus your IT team on managing applications not servers
  • Avoid up-front capital costs for server infrastructure
  • Deliver a 24x7 service without the cost
  • Reduce the total cost of ownership for servers
  • Remove the risk of key staff not being available

Pricing

£9.36 per gigabyte per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 0 8 9 9 5 5 3 2 8 4 3 5 3 1

Contact

Proact IT UK Limited

Proact UK Sales

02038 926190

bids@proact.co.uk

Service scope

Service constraints
If the vendor OS license is end of support life, this will impact our ability to provide service management and associated services
System requirements
  • Nimsoft monitoring hub . One VM is required
  • Sufficient internet bandwidth
  • Jump box or logmein - one VM may be required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email and online ticketing support availability

24 hours, 7 days a week
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
Yes, at extra cost
Support levels
Proact provides a fully managed service for this offering. This is provided to our customers 24x7x365. While the availability of the support does not change, there are options to decrease the level of management where the customer is taking a private cloud storage environment as a service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
All of Proact's managed cloud service contracts are kicked off with an initiation meeting, it is as this point that the training around how to get started is agreed. This will take the form of either remote or onsite training dependent on the customer's preference. Documentation is also provided.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Prior to contract end, the Service Delivery Manager at Proact will approach the customer to agree a contract exit strategy, this includes data extraction. In addition the customer can add change or remove their data at any time with or without Proact's technical input.
End-of-contract process
Once the contract has reached its term, the customer can either terminate or renew their contract. In this situation, there are no additional costs to the customer to exit the agreement or to renew. However, If the contract is terminated early, or the customer wishes to make significant changes to the contract before renewing, charges may be applicable. Please refer to our T&Cs for further information.

Using the service

Web browser interface
Yes
Using the web interface
Service can be set up through TOPdesk as a change request. There is no limit to the number of contacts that can have access to TOPdesk, however all users must be authorised prior to access being granted.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Users can read all content online. The present version of TOPdesk does not provide diverse accessibility, however it is a priority to improve support for visually impaired operators within Call Management (hotkeys + keyboard navigation)
Web interface accessibility testing
This will be factored in to the newer iteration of TOPdesk
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Our environment is monitored 24x7x365. We work closely with our users to plan for increase demand. We always have a minimum of 20% overhead for capacity, and where appropriate we encourage our customers to do the same.
Usage notifications
Yes
Usage reporting
  • API
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
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
  • Hardware containing data is completely destroyed
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
No

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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
99.995%
Approach to resilience
Our default methodology for all cloud services is to operate a platform with no single point of failure. This maximises the resilience of the solution up to, but not including the customer's application layer
Outage reporting
Outages are reported to the customer via: - Dashboard - Nimsoft In addition to this regular reviews are scheduled between the customer and the Service Delivery Manager, where additional information can be provided surrounding any outages that may have occurred. Where relevant, email would be used and or the emergency contact would be directly informed.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Proact restricts access in management interfaces and support channels through Role Based Access Control. Traffic is segregated onto dedicated VLANs, there is no routing between VLANs that is not via a firewall.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
No audit information available
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI Assurance UK Limited
ISO/IEC 27001 accreditation date
27/04/2016
What the ISO/IEC 27001 doesn’t cover
Any products or services that fall outside of the managed cloud portfolio
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
IRM
PCI DSS accreditation date
07/03/2017
What the PCI DSS doesn’t cover
Any products or services that fall outside of the managed cloud portfolio
Other security certifications
Yes
Any other security certifications
  • IG-SOC
  • Cyber Security Essentials

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
Proact's high level “Information Security Policy” describes the considerations to achieve the company information security objectives and is separated in to the key Tier 2 detailed security policies:

- Technical Security Policy
- Physical Security Policy
- Business Continuity Policy
- Data Handling
- 3rd Party Supplier Management Policy
- Network and Infrastructure Management Policy

All of these policies are condensed to form the Acceptable Use Policy, which is trained to all new Proact starters during their induction and included in annual security awareness training. These policies are reviewed at least annually prior to security retraining and after changes to compliance requirements. Staff are invited to comment on this policy and suggest ways in which it might be improved by contacting the Chief Security Officer.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All change requests are logged by the customer via our web interface. They are then reviewed and categorised as Emergency (initiate within 4hrs), Normal (initiate within 8hrs) or Standard (response within 8hrs). Proact adheres to ITIL standards across:

- Incident management
- Problem management
- Change management
- Configuration management
- Release management
- Operations management
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Proact currently manages over 400 public IP addresses which are vulnerability scanned on a weekly basis. The Proact Cloud infrastructure is also vulnerability scanned weekly.

Penetration test are carried out at 6 monthly intervals.

There is continual monitor of vendor security notifications and bulletins.

Vulnerability remediation is typically between seven days to one month and is dependent on critical nature and OS/application type.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Proact’s SOC monitors customer’s logs watching for IoC, to alert customers in accordance with predetermined processes. The Investigation Team perform in-depth analysis, looking for further evidence, or most often to eliminate false positives. Customers are included in Investigations, as an IoC could be a benign activity known by the customer; authorised change or penetration test in progress. If a compromise is suspected or confirmed then the response team will work with the customer to follow established response procedures to cover Containment, Eradication, Recovery and advice on strengthening security controls to prevent similar occurrences.
Incident management type
Supplier-defined controls
Incident management approach
Incidents can be reported over the phone to the support team or via the web interface. The Service Delivery Manager can also be contacted, but will be included in communications in any case. Incident reports are made available in the dashboard and as part of the regular review meeting with the Service Delivery Manager.

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

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
Proact use the following methods to keep organisations sharing the same infrastructure are kept apart:

- Microsegementation
- Logical separation
- Web application firewalls

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
The data centres used for the service are certified for the ISO50001 Energy Management Standard and the ISO14001 Environmental Management Standard. Our chosen provider for data centre, Equinix has a strong focus on sustainability, for example meeting 56% of their global electricity requirements in 2016 through renewable energy purchases.
Equinix are guided by strong renewable energy principles including:
• Equinix prefer to utilise renewable and low-carbon energy
• Equinix prefer local sources of energy
• Equinix prefer new or recently built energy sources
• Equinix seek favourable renewable energy policies when locating new data centres

Pricing

Price
£9.36 per gigabyte per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Proact is happy to provide a limited time trial on the platform. This is subject to predefined success criteria and a signed scope of work. In some instances, where the requirement is considered non-standard a small fee may be applicable.

Service documents

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