CACI UK Ltd

UKCloud Services [H2]

CACI offers the full range of UKCloud services, which can be combined with CACI's cloud support services to provide a fully managed service.

UKCloud the leading cloud provider designed purely for the UK Public Sector. Services are GDPR compliant and suitable for OFFICIAL workloads, based in UK Crown hosting datacentres.

Features

  • Multi-Cloud Storage Assured and Elevated OFFICIAL
  • Cross Domain Security Zone OFFICIAL
  • Disaster Recovery as a Service (DRaaS)
  • Migration to the Cloud OFFICIAL
  • Multi-Cloud Backup Storage Assured and Elevated OFFICIAL
  • Secure Remote Access OFFICIAL
  • Secure Remote Access OFFICIAL
  • Multi-Cloud for OpenShift and OpenStack, Assured and Elevated OFFICIAL
  • Multi-Cloud for Oracle software Assured and Elevated OFFICIAL
  • Multi-Cloud for VMware Assured and Elevated OFFICIAL

Benefits

  • Choose the cloud platform that suits your solution
  • Seamless migration from your data centre to UKCloud's secure cloud
  • Reduce local compliance overhead with pre-accredited solutions
  • Reduce local backup storage requirements and overheads
  • Green Cloud Storage; UK facilities which offer market leading efficiency
  • Support complex use-cases such as code migrations and video transfer
  • Use a certified Remote Access solution - avoiding development costs
  • For all public sectors including local government, health, blue light
  • Make compelling citizen facing services, whilst ensuring data remains safe
  • Combine with CACI Cloud Support for a fully managed service

Pricing

£7.20 a virtual machine a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 5 4 8 2 9 6 4 0 7 3 5 0 0 5

Contact

CACI UK Ltd CACI Digital Marketplace Sales Team
Telephone: 0207 602 6000
Email: digital.marketplace@caci.co.uk

Service scope

Service constraints
Individual services may have compliance constraints,(e.g. customers must prove compliance with the access requirements of private networks, or complete an assurance activity prior to service provision. Constraints for each service are detailed in the documentation for that service.

Planned maintenance windows are identified in UKCloud's service documentation.
Emergency maintenance windows are identified in UKCloud's service documentation.

Management configuration and administration of layers above the IaaS (for example, the procurement or development of the application and the correct implementation and usage of the appropriate API) must be carried out by the customer or via CACI's Cloud Support services.
System requirements
  • Some UKCloud services have system requirements
  • E.g. DRaaS requires appropriate WAN bandwidth and ESXI or Hyper-V
  • Requirements for individual services are detailed in the service documentation

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets are responded to on a priority basis. We aim to respond to ALL initial questions within 15 minutes during normal business hours and High Severity tickets will be answered 24/7
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Slack is accessible via any web browser that supports HTML5 and is also accessible programmatically via its API. Alternatively, Slack can be used via its own desktop client.
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
UKCloud's standard support includes Customer Success Managers, Technical Account Managers, Support Engineers and a 24/7 Network Operations Centre. We aim to respond to all incidents and requests within 15 minutes 24/7, with a priority on resolving P1 incidents.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
All new customers are assigned a UKCloud Customer Success Manager that will provide proactive support and advise for the first 90 days. This also includes the assistance from devops and cloud architects to ensure the right solution is provisioned and maximised for the workloads, along with a range of user guides.

CACI's Cloud Support services can provide additional design, build, adoption and migration support for new customers.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Video
  • Podcasts
End-of-contract data extraction
The customer has complete autonomy of how data is stored and managed. Data can be extracted by either API or CLI.

CACI's Cloud Support services can assist customers in extracting their data at contract end.
End-of-contract process
UKCloud will return all your data and materials which cannot be deleted or exported by you, and securely destroy all copies of your data on your written instruction.  UKCloud will return any pre-paid sums for services not delivered to you. UKCLoud will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

Web browser interface
Yes
Using the web interface
UKCloud provide a control panel allowing users to manage aspects of this service, including monitoring consumption. It also allows users to interface with the UKCloud service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. Control access and security including key pairs and API access.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
The web interface is accessible using the most common web browsers and is delivered over various public and private networks including the internet, PSN, N3/HSCN and Janet. The web interface is protected by standards-based encryption, two-factor authentication and optionally IP address restrictions. The web interface is entirely HTML5 and does not require any auxilary plug-ins, therefore the web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
Web interface accessibility testing
None
API
Yes
What users can and can't do using the API
You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying proprietary API, and access via AWS S3 compatible API.

The APIs provides the ability to create/delete/list and manage buckets, add and delete objects, assign and search metadata, manage ACLs and implement versioning and retention policies.
UKCloud provide native access to underlying APIs such as vCloud, OpenStack. These are compatible with tools such as Terraform, Microsoft tooling such as Visual Studio and platforms such as AWS S3.

CACI's Cloud Support services can assist customers in making use of the APIs provided by UKCloud.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools
Jenkins
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
For most services customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI

CACI's Cloud Support services can assist customers in making use of the CLI provided by UKCloud.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
In order to guarantee that users are not affected by the demands from other users, UKCloud use resource reservations and shares such as internet bandwidth shaping. In addition, UKCloud's capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.
Usage notifications
No

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • IP Management
  • User quotas
  • Backup status and availability
  • VMOTION events
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
UKCloud

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
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
  • Other
Other data at rest protection approach
Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, customers are assured that their data can never be accessed by a third party.

CACI's Cloud Support services can assist customers in ensuring their data is adequately protected using at rest encryption.
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
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Data
  • VMs
  • Databases
Backup controls
Users schedule backups through a web interface
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users schedule backups through a web interface
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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
  • Other
Other protection between networks
UKCloud offer the choice of connecting:

• Via the internet using additional encryption such as TLS 1.2
• IPSec VPN tunnels
• Via private networks such as leased lines or MPLS
• Via public sector networks such as PSN, N3, Janet
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
UKCloud use dedicated CAS-T circuits between each of our sites to ensure the protection of customer data in-flight. We additionally encrypt this data within our Elevated OFFICIAL platform. All data flows are also subject to our protective monitoring service.

Availability and resilience

Guaranteed availability
99.95% - 99.99% depending on Service and Service Level chosen.

In some cases availability is dependent upon configuration options controlled by the customer, for example in setting HA-enablement for Oracle Virtual Machines.
Approach to resilience
UKCloud's services are deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.

For Cloud Storage services objects are automatically replicated across nodes to protect against hardware failure.

CACI's Cloud Support services can assist customers in designing and building solutions that take advantage of UKCloud's underlying infrastructure to avoid single points of failure.
Outage reporting
All outages will be reported via the Service Status page and the notifications service within the UKCloud Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.  In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Other
Other user authentication
For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restrictions in management interfaces and support channels
Customers have the option to raise a support request via telephone or email. UKCloud will always authenticate the identity of the user by validating known phone numbers and asking them for specific characters within their pre-agreed memorable word. The management interfaces are only available on the UKCloud network.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication
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

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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds Register
ISO/IEC 27001 accreditation date
08/05/2012
What the ISO/IEC 27001 doesn’t cover
Nothing
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
28/10/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Nothing
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO27018
  • Cyber Essentials
  • Cyber Essentials Plus
  • ISO9001 ISO20000
  • ISO27017
  • CISPE (Cloud Infrastructure Service Providers in Europe)
  • Code of Conduct Certification

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
CSA STAR, ISO27001, ISO27017, ISO27018 and ISO20000
Information security policies and processes
UKCloud has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001, ISO27017 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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
UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment.  UKCloud's approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13 (Protective Monitoring for HMG ICT Systems).  It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups.  Any alerts generated are logged and investigated 24x7.
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
UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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
Other
Other virtualisation technology used
VMWare
Hyper-V
How shared infrastructure is kept separate
At the compute/storage layer, consumers are separated via robust hypervisor controls based on the chosen virtualisation technology.

VMWare based solutions have been previously been validated by the NCSC PGA.

All services are regularly tested via by regular independent IT Security Health Checks conducted by a CHECK service provider.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
UKCloud’s services are CarbonNeutral® cloud services. UKCloud achieved this certification by working with Natural Capital Partners to measure and reduce its CO2 emissions across all sources used to deliver our cloud services to our customers. These include direct emissions from all owned or leased stationary sources that use fossil fuels and/or emit fugitive emissions, and emissions from the generation of purchased electricity and steam (including transmission and distribution losses) to power our servers. For our cloud services to achieve CarbonNeutral® status, an independent assessment of the CO2 emissions produced from direct and indirect sources required to deliver them was carried out, followed by an offset-inclusive emissions reduction programme. This means that for every tonne of greenhouse gas emissions we produce in delivering cloud services, we buy a verified carbon offset which guarantees that an equivalent amount of greenhouse gas emissions is reduced from the atmosphere through a renewable energy or clean technology project.

Pricing

Price
£7.20 a virtual machine a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Free trials are available to both new and existing customers for products that haven't previously purchased or trialled. Free trials are excluded from any SLA credits and are limited to 30 days’ based on a fair usage policy.
Link to free trial
https://ukcloud.com/free-trial-sign-up

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digital.marketplace@caci.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.