Cyberfort Ltd

Managed OS, Application and Runtime

The Bunker’s Managed OS, Application and Runtime services provides ongoing management of supported Operating Systems and key applications, incorporating initial setup, monthly patching, configuration and performance tuning.

Features

  • Management of Microsoft Windows and Linux server operating systems
  • Management of infrastructure applications and software - webservers, databases, middleware
  • Simple commitment-based pricing structure and additional one-off hourly rates
  • UK-based, ex-MoD, ISO27001, PCI-DSS and CyberEssentials Plus certified datacentres

Benefits

  • Concentrate on delivering core business value rather than operations
  • Reduce technical staffing, training and retention costs
  • Trust the engineering and security oversight of an experienced team
  • Improve confidence in the security of IT application environments
  • Ensure continuity and consistency of systems management, documentation and standards
  • Assured UK data residency and sovereignty
  • 24/7/365 monitoring by our ever-vigilant, UK-based Operations Team
  • Work with a trusted partner to reduce infrastructure management overhead

Pricing

£100 per server per month

Service documents

Framework

G-Cloud 11

Service ID

3 5 6 2 9 2 3 3 1 1 3 8 5 6 7

Contact

Cyberfort Ltd

Ian McKay

07766 006064

bidmanagement@cyberfortgroup.com

Service scope

Service constraints
Costs do not include the underlying physical or virtual machine resources that the operating system or application runs on. Operating System and software licensing is not included in the standard price. Consult the Pricing Guide for example license costs.
System requirements
Supported OS, Applications and Runtimes only-matrix available on request

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target first response time is 15 minutes.
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
Support is provided through our 24/7/365 Service Desk who will proactively manage all support calls to resolution, escalating incidents and problems in line with comprehensive operational level agreements, service level agreements and third party underpinning contracts. Comprehensive service support and service management is provided for each contract according to operational requirements and is built into contract pricing. Service delivery is ensured by your dedicated technical account manager supported by service delivery managers and our team of cloud support engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customers receive a welcome pack containing details of the service, key contacts, processes and services that they should be aware of. Typically, initial on-boarding and introductory usage of the platform is covered during the project delivery to ensure customers maximise the value of their investment. Additional, focused training is available at an extra cost.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Where customers are able to extract their data through their own methods, they are free to do so. The Bunker can assist in bulk data extraction although this may incur additional costs if specialised hardware or software is required. The Bunker will purge and destroy customer data from its own equipment upon contract termination in accordance with its ISO27001 policies. Additional data destruction measures may be pre-agreed with the client in advance and may incur additional costs.
End-of-contract process
A Customer may choose to “off-board” their systems to stop taking Services from The Bunker. The Customer must submit a formal request into their account manager (directly or via the Service desk), who will assist in arranging any required off-boarding services and the deletion of Customer data. Once the required works are agreed and the Customer has exported their data, The Bunker will shut down and destroy any remaining services. Fees may apply for off-boarding technical work and process management.

Using the service

Web browser interface
Yes
Using the web interface
1. The Bunker offers a multi-factor authenticated, web-based self-service portal that allows users to create and update tickets. 2. Incidents and Requests for Change submitted via the portal are authenticated and routed to the appopriate teams for resolution.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
None
Web interface accessibility testing
None
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Each OS, Application and Runtime can be considered completely independent. Contention of shared resources are out of scope for this service but would be documented in the infrastructure description.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
Reporting types
API access

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Other
Other data at rest protection approach
Encryption of physical media where physical location cannot be controlled or subject to client requirements.
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
No

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Other would include SSH with public key authentication.

Availability and resilience

Guaranteed availability
Service availability achieved within any month shall be calculated monthly as follows: (Total online hours of availability – service downtime) x 100% Total online hours of availability. The service availability calculation above will exclude any time which occurred as a result of events outside the control of The Bunker. In the event the service availability service level of 99.9% is not achieved when measured over a monthly period, the following service credits shall apply: System availability achieved Applicable service credit 99.9% to 100% 0% of the monthly charge for the affected service line; 99% to 99.89% 5% of the monthly charge for the affected service line; 98% to 98.9% 10% of the monthly charge for the affected service line; For each full percentage point thereafter a further 5% of the monthly charge for the affected service line subject to a maximum of 100% of the affected service line for the month.
Approach to resilience
Datacentre infrastructure is designed in a N+1 or N+N depending on requirements or infrastructure type. Network ISP services are deployed in a N+N configuration. Customer Environments are deployed according to the specific requirements of the customer.
Outage reporting
Outage reports are delivered via Email.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access restrictions are usually defined by the client. Typically, The Bunker recommends access via VPN-only or SSH with Public Key Authentication for Linux systems. IP Access Control Lists can be implemented to restrict the source of traffic to VPN and SSH endpoints if required.
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 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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSi
ISO/IEC 27001 accreditation date
Valid from:19/05/17 -Expires: 18/05/2020
What the ISO/IEC 27001 doesn’t cover
A14.2.7 Outsourced Development 15.1.3 Information, Communication and technology supply chain
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
CNS
PCI DSS accreditation date
Valid from: 27/07/18  Expires:27/09/19
What the PCI DSS doesn’t cover
Requirement 3 Requirement 4 Appendix A1 Appendix A2
Other security certifications
Yes
Any other security certifications
  • CyberEssentials Plus
  • Data Security and protection toolkit

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
The Bunker are an ISO 27001 accredited company. The scope of the accreditation is business wide across two data centres with a SOA covering 112 out of 114 controls. Data protection policies, processes and procedures are supported by a Personal Information Management System BS10012 aligning the business to the six principles of GDPR. The Bunker are also registered with Visa as a Managed Service Hosting Provider giving them the ability to architect internal and external data environments to the twelve requirements of PCI DSS. The Bunker have a robust set of policies, processes, and procedures in place including; business continuity, breach management, physical and environment security, HR resource security, incident management, asset management, access control, supplier relationships, information management and information security policies all of which are enforced at board level. Policy is reviewed and signed off by the senior management team. An Information governance and compliance team is in place with clear roles of responsibilities to manage and maintain the compliancy frameworks within the business. There is a dedicated data protection officer reporting directly to the group board responsible for advising, consulting and monitoring overall compliance within the business.

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
The Bunker's change management policy is documented and audited as part of our ISO27001 accreditation and ensures all changes are auditable and subject to the correct level of scrutiny based on the potential risk and impact.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The Bunker use continual vulnerability monitoring to alert us to threats in realtime and in the face of constant changes to our services. An annual infrastructure assessment is commisioned to perform more detailed analysis. Critical vulnerabilities are patched or mitigated within 30 days.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The Bunker deploy next generation endpoint security agents which constantly assess the behaviour of the servers and endpoints for malicious or threatening activity. Threats are notified to out 24x7x365 Service Desk for remediation.
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
The Bunker operate ISO27001 and ITIL process for Incident Management, with defined paths for escalation which are dependant on Impact and Urgency. Users can report Incidents by Email, Telephone or Self Service Portal. Incident Reports are provided via Email.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£100 per server per month
Discount for educational organisations
No
Free trial available
No

Service documents

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