Hybrid Cloud by KCOM

KCOM Hybrid Cloud allows you to provision, use and manage cloud server resources through one single, easy-to-use portal.
Combining the bespoke, cost-effective nature of KCOM’s private cloud with the latest technology and scalability of the public Azure platform, you can seamlessly use both cloud environments under one service.


  • Fully KCOM managed service or unmanaged versions available .
  • Benefit from built-in virtual networking and load balancing
  • Flexible service means resources can scale up or down.
  • Monthly billing removes capex investment
  • Built on enterprise class technology.
  • Full visibility over cloud usage with custom alerts.
  • Single outbound API for ease of integration.
  • Role-based control integrates with LDAD plus 2FA for extra security


  • Flexible deployment options gives the best value for your applications
  • Removes capital outlay and investment with monthly billing
  • Pay only for the resources consumed, reducing cost.
  • More predictable billing and no more overprovisioning of resour.
  • Spend less time on operational support and concentrate on development.
  • Proactive monitoring catches problems before they occur.
  • Benefits of Cloud and Software within a managed service environment
  • Trusted partner to manage Cloud infrastructure and where required applications


£0 per unit per month

  • Free trial available

Service documents

G-Cloud 10



Tim Whitehead

01482 603622


Service scope

Service scope
Service constraints See https://docs.microsoft.com/en-gb/azure/ to determine applicable constraints based on buyers requirements.
System requirements See https://docs.microsoft.com/en-gb/azure/

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 4 hour SLA
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels The SLA for any support related request is 4 hours.

There are however 2 levels available for the service management, a fully KCOM managed option and a self-managed option. In the KCOM managed option, resources such as virtual servers or storage are provision and looked after by KCOMs expert helpdesk. In the self-managed option customers have access to troubleshooting support and incident management, but the majority of the service will be self managed. Prices for managed and unmanaged resources are described in the pricing documents.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Users can choose the best onboarding process to suit them. Whether it's in-house training, online instructor led training, using the documentation to self learn or a combination of all three.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Customer are able to remove their data at any time through the same means they uploaded. Either over their network, or by getting in contact with the KCOM support desk.
End-of-contract process At the end of the contract customer can either carry on using the service and paying each month for any resources consumed. Alternatively they can choose to cease in which case the service will stop. After 30 days of contract termination the customer data will be deleted.

Using the service

Using the service
Web browser interface Yes
Using the web interface Manage and deploy services in a KCOM private datacenter, an Azure Public Datacenter, or a combination of both.

Numerous Alerts can be set up on common metrics such as CPU performance, network availability and many more. This can also be integrated with customer tools through RESTful API. For example, customers can be notified when a new VM is deployed so that an asset management register can be updated.
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing N/A
What users can and can't do using the API The KCOM Hybrid Cloud API offers all of the operations of the cloud management platform through a complete RESTful API with navigable hyperlinks.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation No
Command line interface No


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources KCOM uses best-of-breed enterprise technology that allows for flexible scaling and burstable resources to be allocated in case of performance spikes. KCOM monitor all performance on the platform and keep within very conservative thresholds. If any customer performance issues are detected remedial steps will be taken straightaway to mitigate performance issue.
Usage notifications Yes
Usage reporting
  • API
  • Email


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
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft Azure

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach All data is encrypted at rest on the Private Cloud platform, and stored on self-encrypting drives.

For Azure services: http://download.microsoft.com/download/0/D/D/0DD8FB12-6343-4A50-80B2-545F2951D7AE/MicrosoftAzureDataProtection_Aug2014.pdf , https://docs.microsoft.com/en-us/azure/storage/storage-service-encryption
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 data stored
Backup controls Backups are controlled and managed by KCOM in the managed option.
Datacentre setup Single datacentre with multiple copies
Scheduling backups Users contact the support team to schedule backups
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
  • Other
Other protection between networks For data in transit, Azure uses industry-standard secure transport protocols, such as TLS/SSL, between user devices and Microsoft datacenters. You can enable encryption for traffic between your own virtual machines (VMs) and your users. With Azure Virtual Networks, you can use the industry-standard IPsec protocol to encrypt traffic between your corporate VPN gateway and Azure as well as between the VMs located on your Virtual Network.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network ACL Based Network Security Groups are also used. See https://azure.microsoft.com/en-us/blog/network-security-groups/

Availability and resilience

Availability and resilience
Guaranteed availability See Microsoft's Online Service Terms at http://www.microsoftvolumelicensing.com/Downloader.aspx?DocumentId=11745
Approach to resilience Please see https://www.microsoft.com/en-us/cloud-platform/global-datacenters and https://www.microsoft.com/en-us/TrustCenter/
Outage reporting Please see https://azure.microsoft.com/en-us/status/ and https://portal.azure.com/#blade/HubsExtension/ServicesHealthBlade

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
  • Other
Other user authentication Azure Active Directory is Microsoft’s multi-tenant cloud based directory and identity management service. Azure-AD provides an affordable, easy to use solution to give employees and business partners single sign-on (SSO) access to thousands of cloud SaaS Applications like Office365, Salesforce.com, DropBox, and Concur. For application developers, Azure-AD lets you focus on building your application by making it fast and simple to integrate with a world class identity management solution used by millions of organizations. Azure-AD also includes a full suite of identity management capabilities including multi-factor authentication, device registration, self-service password management, self-service group management, privileged account management.

Access restrictions in management interfaces and support channels Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell.

Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through Dedicated device on a segregated network (providers own provision)

Audit information for users

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 Between 6 months and 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 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 17/06/2015
What the ISO/IEC 27001 doesn’t cover The Registered Scope is as follows:
Information security management system for the delivery of communications and associated technologies, products and services provided by the Group. The scope also covers the supporting functions within KCOM Group Services and activities carried out at Data Centres and Switch Sites throughout the UK including Hull, Reading, Bristol and Leeds in accordance with the Group Statement of Applicability Issue 7, dated December 2014.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/09/2016
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Azure organization is covered by the CSA STAR certification
PCI certification Yes
Who accredited the PCI DSS certification NCC Group
PCI DSS accreditation date 12/12/2016
What the PCI DSS doesn’t cover Our certification covers requirements 9 &12 for our Reading and Global Switch data centres and our HMRC Autopayments service. PCI DSS compliance is designed, built and assessed on a service by service basis. KCOM is experienced in providing consultancy to help customers to design and deliver PCI DSS compliant solutions on cloud platforms.
Other security certifications Yes
Any other security certifications
  • ISO/IEC 20000-1 2011 - IT Service Management
  • ISO 22301 2012 for Business Continuity Management
  • PSN Service Provision Compliance
  • Cyber Essentials - NCC registration 5550492144825142
  • Cyber Essentials PLUS - NCC registration 1797944838680743
  • CAS - Telecommunications CAS (T) 60921839TEL

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 KCOM's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within KCOM with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data.
The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with KCOM's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service.
All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

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 Azure has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1 / SOC 2, NIST 800-53, and others.

Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft including the Microsoft Security Development Lifecycle (SDL), the Microsoft Security Response Center program, and deep awareness of the cybersecurity threat landscape.
Please see https://www.microsoft.com/en-us/SDL/OperationalSecurityAssurance and https://www.microsoft.com/en-us/sdl
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach When providing the Antimalware solution for Virtual Machines, Azure is responsible for ensuring the service is highly available, definitions are updated regularly, that configuration through the Azure Management Portal is effective and that the software detects and protects against known types of malicious software. MCIO-managed hosts in the scope boundary are scanned to validate anti-virus clients are installed and current signature-definition files exist.

Vulnerability scans are performed on a quarterly basis at a minimum. Microsoft Azure contracts with independent assessors to perform penetration testing of the Microsoft Azure boundary.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Microsoft Azure employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Microsoft Azure services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
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 Microsoft has developed robust processes to facilitate a coordinated response to incidents.
• Identification – System and security alerts may be harvested, correlated, and analyzed.
• Containment – The escalation team evaluates the scope and impact of an incident.
• Eradication – The escalation team eradicates any damage caused by the security breach, identifies root cause for why the security issue occurred.
• Recovery – During recovery, software or configuration updates are applied to the system and services are returned to a full working capacity.
• Lessons Learned – Each security incident is analyzed to protect against future reoccurrence.

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 KCOM uses best practice for any enterprise class vendor deployed in the environment. All customers are logically separated so that no cross-contamination can occur. All actions are logged in a separate system enabling full audit trail of any changes made to the environment.

Please see https://www.microsoft.com/en-us/TrustCenter/Security/default.aspx

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £0 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Free trials are available on request and designed bespoke depending on customer requests. Usually this entails a 30-60 day trial of putting customer production services on the environment, with full technical support to train and educate how best to use the solution.


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
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