Q Associates Limited

Q_UKc_Multi-Cloud for Oracle software Elevated OFFICIAL

Our Oracle-based public cloud is designed for the UK Public Sector, and is compliant with GDPR and suitable for OFFICIAL Oracle workloads, based in UK Crown hosting datacentres to ensure data sovereignty.  This Oracle public cloud service is scalable, flexible, billed by the hour, with  full support free of charge.

Features

• Powered by Oracle Virtual Machine (OVM) technology
• On demand, billed by the hour for Oracle resources used
• 24/7 service desk included as standard with SLA response times
• Platform spans two UK data centres separated by over 100km.
• Utilise the Cross Domain Secuirty Zone solutions
• Hosted in the UK by approved operatives by UKCloud
• Aligned with NCSC Cloud Security Principles, an alternative to AWS
• Connect Oracle to the PSN, PNN or RLI
• Based on enterprise grade technology from Oracle, Cisco and EMC

Benefits

• Perfect for Oracle's technical and commercial licencing requirements
• Enabling cost savings by controlling Oracle VM power states
• Feel supported to get the best from your Oracle application
• Architect solutions with confidence that applications and services remain available
• Make compelling citizen facing services, whilst ensuring data remains safe
• Have confidence in who has access to your Oracle data
• Solutions on a cloud that aligns with NCSC best practice
• Choose the right network to connect your Oracle solution to
• Use known technologies to de-risk your Oracle cloud transition

£0.08 a unit an hour

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 tenders@qassociates.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

397393075159267

Contact

Adam Freeman
01635 248181
tenders@qassociates.co.uk

Service scope

• Service constraints: Planned maintenance windows are identified in the service description; ; Emergency maintenance windows are identified in the service description
• System requirements:
  • Customers will require a modern browser to access the service
  • Customers are responsible for licencing any Oracle software utilised
  • Customers must prove compliance access requirements of private networks

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; Q Associates are also able to scope services to wrap additional value around the services provided by UKCloud, for example clients private infrastructures & Operating softwares that interface into UKcloud service.
• 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 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.; Additionally we provide Cloud Support Services within G-Cloud 11 to develop strategy, migrate clients into cloud and optimisation services for ongoing cost efficient operation.; Q Associates - In support of all of our Cloud Hosting Services offer a number of services, such as, Cloud Readiness, Cloud Migration and as needed Cloud Exit Services - all available via G-Cloud.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Web
  • Podcasts/Video
  • Webinars/WebEx
  • Presentations
  • Audio
• End-of-contract data extraction: The customer has complete autonomy of how data is stored and managed within their virtual environment. Data can be extracted either from within the VM (for example, copying data over virtual networks), or the entire VM (for example, exporting as an OVF). ; ; Q Associates - In addition to the extraction of data, there may be more detailed integration requirements when exiting a cloud service that should be considered, our GC11 Support services may further assist in this process.
• End-of-contract process: We 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. We will return any pre-paid sums for services not delivered to you. We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition. We will also return all of your confidential information, unless there is a legal requirement that we keep it.; Q Associates - In addition to the extraction of data, there may be more detailed integration requirements when exiting a cloud service that should be considered, our GC11 Support services may further assist in this process.

Using the service

• Web browser interface: Yes
• Using the web interface: We 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 APIs such as vCloud and OpenStack. These are compatible with tools such as Terraform and platforms such as AWS S3.
• API automation tools:
  • Ansible
  • Chef
  • 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: Customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI

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, we use resource reservations and shares such as internet bandwidth shaping. In addition, the 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
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and 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
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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:
  • Nothing by Default - Users provide own Backup Technology
  • Data can be backed up to other UKcloud regions
• Backup controls: No backup is performed within the service, however, users can architect their own above the hypervisor backup solutions utilising UKCloud's multiple data centres for offsite requirements and/or Cloud storage for longer term retention.; Q Associates has multiple GC11 services that can support Cloud Backup Architectures
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Single datacentre with multiple copies
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

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: We 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; ; We also offer additional managed network security services available via G-Cloud to ensure Private and public cloud are managed securely
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: We 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: 99.99% (HA-enabled VM), 99.95% (non-HA enabled VM). Owing to the nature of Oracle workloads and the need to pin them to processor cores, workloads will only be automatically moved in the event of a host failure if HA feature has been enabled by the customer on each VM. Customers are responsible for enabling the HA feature on OVMs. If the HA feature is not enabled, UKCloud will need to move Oracle VMs to a new host so they can be restarted. The manual movement of OVMs is covered by the Non-HA SLA. Customers are responsible for restarting OVMs and should configure alerts to be notified if an Oracle VM failure occurs This will not be a live migration and an application restart will be required. Customers will be advised if an action is to be performed
• Approach to resilience: Our service is 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.
• 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: Q Associates - NQA / UKCloud - Lloyds Register (LR)
• ISO/IEC 27001 accreditation date: Q Associates April 2016 / UKCloud 8th May 2012
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28th October 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 - UKCloud
  • Cyber Essentials - Both
  • Cyber Essentials Plus - UKCloud
  • ISO9001 - Both
  • ISO20000 - UKCloud
  • CISPE (Cloud_Infrastructure_Service_Providers_in_Europe) Code of Conduct Certification - UKCloud

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: Q Associates are accredited to ISO27001 and independently audited each year. All staff are reviewed and tested annually in relation to their understanding of our ISO27001 policies and training aligned according to the overall results. We are also Cyber Essentials certified and have access when necessary to a team of secure staff from our QSS division who regularly deal with sensitive public-sector organisations. Full information relating to our ISO27001 policies and processes is available upon request. Additionally, our service provider, 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: Q Associates has documented configuration and change management controls (Available_On_Request). UKCloud providing our service 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 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, 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. Our 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: Oracle VM
• How shared infrastructure is kept separate: At the compute/storage layer, consumers are separated via robust hypervisor controls based on Microsoft Azure Stack technology. This solution is regularly tested via 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. We achieved this certification by working with Natural Capital Partners to measure and reduce our 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: £0.08 a unit an hour
• Discount for educational organisations: Yes
• 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

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 tenders@qassociates.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.