risual Ltd

KEMP Cloud Loadbalancing

Kemp simplifies how you optimize, analyse and secure applications anywhere, delivering an optimal application user experience while maintaining the centralized insight required to be in total control regardless of the type or number of cloud delivery platforms.

Features

  • Layer 4 and Layer 7 Load Balancing and Cookie Persitence.
  • Application Delivery
  • Application Optimisation
  • Datacentre Migration
  • Cloud Migration
  • Hybrid Cloud
  • Load Balancing
  • Reverse Proxy
  • Certificate Management
  • DDoS Protection

Benefits

  • Application High Availibility
  • Always On Applications
  • Increased Resilliency
  • Disaster Recovery
  • Low cost of Ownership
  • Application health and visibility
  • Multi-Cloud Deployment

Pricing

£2,727.27 to £14,545.45 a licence a year

  • Education pricing available
  • Free trial available

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 bidmanagement@risual.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 7 0 9 3 4 6 8 9 7 7 7 1 5 5

Contact

risual Ltd Bid Management
Telephone: 0300 303 2044
Email: bidmanagement@risual.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
N/A
System requirements
  • Minimum Spec - 2GB RAM, 2 vCPU and 60GB Storage.
  • Hypervisor Deployment - Hyper-V, VMware, Xen etc.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Response times for call tickets are agreed with clients in advance. Our services are flexible to the business needs of the customer, with response times varying from 15 seconds through to 4 hours, dependant on incident severity. We take pride in our customer satisfaction metrics (typically over 98% every month) and as such, are happy to tailor a service bespoke to individual customer requirements and which can be adapted in times of increased business and/or service activity.
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
Risual Managed Service (rMS), based wholly in the UK, provides clients with a comprehensive range of IT support services. Built on ITIL V3 and ISO/IEC 20000 IT Service Management standards, all staff are Security Cleared (SC) and trained to a minimum of Microsoft Certified Administrator (MCSA).

rMS provide standard, premium and managed services. Service levels and response times are agreed through consultation, ensuring we meet requirements and deliver services that offer value and excellent experience.

Standard Support: Focused on returning existing IT environments to service. Standard Service agreements ensure support for critical services throughout the day.

Premium Support: Focused on maintaining critical services within an existing IT environment. Premium Service agreements ensure 24x7x365 proactive monitoring and security patch management.

Managed Services: Strategic partnership between risual and the client. Helping customers develop and maintain the best possible IT environment to meet business need.

risual appoint an ITIL and ISO/IEC 20000 certified Service Delivery Manager for each support engagement, ensuring a dedicated point of contact for any escalations, issues or queries.

risual has multiple Microsoft escalation points and service contracts including Business Critical phone support, Premier Support for Partners and Cloud Premier Support, allowing us to raise cases with Microsoft if required.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Kemp will offer impartial advice as to the use of the LoadMaster and 360 roduct range - risual will consult with end users to offer levels of service for solution requirements.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Microsoft Word
End-of-contract data extraction
Backup configuration from LB - Snapshots of the services from KEMP 360 Central.
End-of-contract process
VLMS can no longer be used.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Users can create, access and respond to support requests via the web interface. Users cannot search other user's support tickets via the web interface.
Accessibility standards
None or don’t know
Description of accessibility
Web interface for support is accessible via the main website at kemp.ax.
Accessibility testing
Various testing and general considerable use via existing partner base across the globe. Circa 500 tickets per month are generated and closed via this interface.
API
Yes
What users can and can't do using the API
Users can deploy and configure Kemp LoadMaster load balancing products via the API.
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Kemp are a loadbalancer and load balance across multiple end points.

Analytics

Service usage metrics
Yes
Metrics types
Application and Load Balancing metrics are provided.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Kemp Technologies Ltd

Staff security

Staff security clearance
Other security clearance
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Backup configuration from LB - Snapshots of the services from KEMP 360 Central.
Data export formats
Other
Other data export formats
  • Central Kemp360 Back-up
  • SFTP
  • SCP
  • FTP
Data import formats
Other
Other data import formats
  • FTP
  • Central Kemp360 Back-up
  • SFTP
  • SCP

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Logical separation between interfaces with VLAN tagging, or with separate devices per application/network/customer
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
All specific data stored on Kemp appliances are encrypted - such as settings, logfiles and certificates

Availability and resilience

Guaranteed availability
This is dependant upon they deployment scenario, and subscription chosen.
Approach to resilience
Kemp can be configured in High availability (2 nodes active passive) or 4 to 16 nodes for active/active clustering.
Outage reporting
Email alerts, SMS alerts, Proactive Support, Central Dashboard (email/syslog).

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Depending on the service there is combination of ways we authenticate including - VPN, SAML, Public Key.
Access restriction testing frequency
Never
Management access authentication
Username or password

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
Users have access to real-time 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
Risual is compliant with ISO 27001 Information Security Management and are audited every year. risual are also compliant with Cyber Essentials Plus, able to provide services to UK public sector organisations.
risual’s approach to security is that of a continuous cycle to proactively identify weakness before the worst happens and proactively act where necessary. Our partnership with Microsoft allows us to stay on the leading edge of technology, actively working to improve defences using advanced monitoring and reporting capabilities through the Microsoft toolset, whist maintaining user experience satisfaction.
risual recognise the benefits working with third parties who specialise in network security and as part of existing contracts we have experience of successfully partnering with our own and our customers Network Security partners to provide a comprehensive service that meets our customers security needs and expectations.
As part of service design and transition activities, risual will document and maintain documented Security processes to align with the client’s security policy, with provision for roles and responsibilities of the client and their third parties.

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
Risual, as an ISO/IEC 20000-1:2011 ITSM accredited organisation has a robust change management process internally to demonstrate awareness and compliance to ITIL best practice Change Management processes. We are comfortable to adopt and work within a customer’s change management process as we are using our own processes. We acknowledge that as the Supplier, we will follow the Client’s specified change management process. The process will be documented to ensure that all risual engineers understand how to engage with the process. We will support the change administration requirements by always logging/tracking required changes, recording change decisions and producing a Change Schedule.
Vulnerability management type
Undisclosed
Vulnerability management approach
Risual use Microsoft Sentinel and other Microsoft cloud-based proactive monitoring services to provide event alerts across the organisation relating to security vulnerabilities. These are classified as Priority One incidents and dealt with under agreed SLAs.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Risual use Microsoft Sentinel and other Microsoft cloud-based proactive monitoring services to provide event alerts across the organisation relating to security vulnerabilities. These are classified as Priority One incidents and dealt with under agreed SLAs.
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 generated from user interaction or the event management service will be recorded within the risual ITSM tool, assigned a unique reference number and triaged to the associated resolver group. Assigning the priority of each incident will be agreed between the user and rMS in line with the priority level description and calculated on the assessment of the Urgency and Impact, providing the client with the flexibility to amend priority levels as the issue progresses. Incidents can be escalated, should the need arise and assigned a higher priority level at any point during the incident management process.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2,727.27 to £14,545.45 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
30 day trial with the 2nd high end virtual Load balancer - no obligation to buy - access to 24/7 support during the 30 days & free load balancer.
Link to free trial
Www.kemptechnologies.com/try www.freeloadbalancer.com

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 bidmanagement@risual.com. Tell them what format you need. It will help if you say what assistive technology you use.