Kimcell

Datacenta - Managed Email

Managed E-mail enables customers to send/receive personal/business e-mail securely by using their own domain names. Datacenta offers enterprise-grade infrastructure, while drastically reducing the need for user-input, by managing all mail servers, software licences, security and non-stop system administration. E-mail account provided with 5GB of storage, alongside file attachment of 30Mb.

Features

  • SMTP
  • IMAP
  • Hosting/Support provided by Datacenta engineers in own data centre(s)

Benefits

  • Secure hosted service: supplier Certified against ISO 9001/27001/14001
  • Speedy issue resolution: engineers, not "agents", man our Service Desk,

Pricing

£5 to £5 per user per month

Service documents

G-Cloud 9

369149587492907

Kimcell

Paul Bateman

01202 755375

paul.bateman@datacenta.net

Service scope

Service scope
Service constraints Only standard backup and restore functionality is included in the service i.e. backups are taken once per day and retention is guaranteed only for 7 days. For greater flexibility and /or to achieve more stringent RPO/RTO objectives, customers should add Datacenta Virtual Backup-as-a-Service to their order.
System requirements Customer must be running an IMAP-compliant client .

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Dependent on severity. Datacenta’s support is based on the principle that your communication will be dealt with by an Engineer, not a Call Centre Agent (we don’t have them). Whether your chosen route is via email or telephone, you contact our Customer Support to provide a summary of the Incident, (or Service/Change Request as the case may be). The Engineer then captures the request in a “ticket” in our Service Management System (marking the point at which “the clock starts ticking”), and generates a return e-mail outlining the perceived initial scope of the matter to be investigated.
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 No
Support levels Datacenta’s support is based on the principle that your communication will be dealt with by an Engineer, not a Call Centre Agent (we don’t have them).
Support is included in the hosting fee.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started After initial contact, an order will be raised, fully detailing the service that will be provided. Upon agreement to the order the service will be provisioned.
Service documentation No
End-of-contract data extraction We allow a 1-week period following the date of
service termination during which the customer may request us to reactivate it. Only after this time will
Datacenta purge and destroy all customer data related to the service
End-of-contract process The standard
minimum contract length is one year. After that time if the customer wishes to terminate his service he will
provide 1 month’s notice, after which further time the service will be suspended. The customer will be liable for
any outstanding charges incurred over the term of the contract. There is no termination charge.

Using the service

Using the service
Web browser interface Yes
Using the web interface In accordance with mutually agreed controls, access rights and privileges.
Web interface accessibility standard None or don’t know
How the web interface is accessible Via browser. Dependent upon mutually-agreed permissions.
Web interface accessibility testing None
API No
Command line interface No

Scaling

Scaling
Scaling available No
Independence of resources Through effective Capacity Management processes.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Network
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Folders and Files
  • Virtual machines
  • Databases
Backup controls By individual agreement.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • 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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Datacenta offers an SLA covering the areas of Availability, Incident Management, Change Management (including Development Requests) and Report production (Major Incident Report). Datacenta defines 3 levels of achievement of service target categories in these areas, namely Expected Level, Service Impacted Level and Business Impacted Level.
Service Credits may be available by measuring achievement against these levels. The actual values of each level are by agreement.
Approach to resilience Available on request
Outage reporting Email alerts, Twitter feeds, individual customer wiki updates

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Management and sysops functions are conducted only from a standalone PC not accessible other than from within the datacentre or by 2FA across a VPN.
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)
  • 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)

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Lloyd's Register Quality Assurance Limited (LRQA)
ISO/IEC 27001 accreditation date 6/5/2016
What the ISO/IEC 27001 doesn’t cover No areas identified in regular compliance audits.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Kimcell's Information Security Policy lies at the heart of Kimcell's ISO 27001 certification. There are around 80 subordinate Policies and Procedures referenced therein. Kimcell employs a full-time, focussed Compliance Manager to ensure policies are updated and adhered to, and is responsible for ensuring staff are trained.

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 Described fully in Kimcell's ISM processes e.g. SP-28-Change Management, which details processes for Risk and Impact Analysis, implementation/Backout Planning, Implementation procedures, and Post Implementation Review. Monitored by Service Management staff and Compliance Manager, all under the auspices of the Information Security Forum.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Kimcell's SP-05 Risk Assessment process defines this, coupled with a Risk Management addition to Kimcell's ticketing system. Patches are deployed in accordance with timescales defined in Kimcell's Patch Management Policy (part of its ISO certification documentation set) according to either manufacturer advice (e.g. Microsoft Security Bulletins/"Patch Tuesday") or industry bodies such as the CERT Division (Carnegie-Mellon University), or advice from security consultants engaged to conduct penetration tests, ITHCs etc.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Protective monitoring is described in document 'SP-25, Monitoring_and_Information_Security_Incident_Management', covering Audit Logging, System Use Monitoring, Log information protection, Admin and operator log handling, Fault logging & Clock Synchronisation. In addition to automated monitoring, nominated engineers monitor logs from each server-type (Windows/Linux/Virtual), firewalls etc., as prescribed in work instruction 'WI-15 - Log_Monitoring_and_Review.' Details of any potential compromise are captured in a Severity 1 Incident ticket, Security Manager informed, Incident responded to immediately, and communication initiated to relevant persons as per 'ISBNP-01, Information _Security_Breach_Notification Policy'. Provisions of 'SP-47, Forensic_Readiness' are followed. Our ISO 27001 certificate covers these documents, which are available for inspection.
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 All Incidents are recorded in Kimcell's ticket management system following contact from users via phone, email, SMS or IM. Standard procedures are defined for workarounds of common Incidents and service restoration etc. captured in the company's wiki knowledgebase,as appropriate, Any Changes required as a result follow Kimcell's defined Change Management process.
Kimcell's certified processes include the provision of Service Reviews and Major Incident Reports.

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 Kimcell achieves this through the deployment and configuration of higher-end switches to provide the creation and management of Virtual LANs (VLANS) for the segregation of traffic, enabling a network of devices and users to communicate as if sharing a single broadcast and multicast domain.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £5 to £5 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
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
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