T-Systems Limited

Infrastructure as a Service (vCloud)

Infrastructure as a Service provides a virtual data centre based on VMware vCloud technology that allows the provision/expansion of internal IT resources and migration of applications easily and transparently to the cloud . The IaaS service (CPU, memory, compute and storage) can be configured and sized to your exact requirements.


  • On-demand Infrastructure as a Service self-service supported through VMware vCloud
  • Six storage tiers and self-service backup-as-a-service
  • Secure network access, ISO 27001 and ISO22301 accredited
  • Full control and knowledge regarding resource usage in virtual data-centres
  • High flexibility: quickly provision and system change capabilities
  • Measureability: platform control and automatic resource assignment optimisation
  • Compatible with most legacy applications
  • vCloud supports both traditional applications as well as cloud-native apps
  • Tier 3+ independently audited DCs in the UK and EU
  • Private, Public and Hybrid Compute as a Service models supported


  • Analyst-recognised market leader for cloud and data centres (Gartner, IDC)
  • Onboarding within 10 days, virtual machine (VM) deployment within minutes
  • Portability, compatibility, end-to-end security and transparency
  • Extremely high security and data protection standards
  • Virtual servers can be seamlessly transferred between data centres
  • End-to-End Service Level Agreements
  • Familiar VMware front-ends and tools provide for easy, fast implementation
  • Multiple commercial models available (pay-as-you-go, dedicated, best of both)
  • Easy-to-use catalogue with pre-defined resources: easy to reserve and extend
  • Infrastructure-as-a-Service enables faster service and application releases


£0.029 per instance per hour

  • Free trial available

Service documents

G-Cloud 10


T-Systems Limited

Scott Adamson

0207 121 3900


Service scope

Service scope
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets can be reported on a 24x7 basis, by email or phone.
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 Yes, at extra cost
Support levels Included support levels are 24x7
Infrastructure as a Service vCloud includes a base service as a self-service offering, however, a Technical Account Manager or Cloud Support Engineer can be provided as an additional service (subject to additional charging).
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Infrastructure as a Service vCloud includes the familiar vCloud Director user interface. Comprehensive documentation is also available through the GUI.
Alternatively, custom training requirements can be facilitated (subject to additional charging).
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Via HTTP/HTTPS, Internet VPN or private network. Secure portable disk copies can also be facilitated at additional charge.
End-of-contract process By default, the contract continues to roll on a month-by-month basis, unless expressly terminated by the customer in writing. On instruction from the customer, the service shall be terminated with all access to the service being terminated and all resources deleted and released. Prior to the customer terminating the service, the customer shall download and/or migrate any required data or applications from the service.
Upon request, T-Systems can support the customer in data and application migration on a project-based mechanism (subject to additional charging).

Using the service

Using the service
Web browser interface Yes
Using the web interface Infrastructure as a Service vCloud is designed with self-service in mind and, as such, all feature and capabilities of the cloud service are available via the self-service web interface. In addition, vCloud includes an infrastructure level DR capability that requires T-Systems manual intervention in the event of a disaster (cross-DC storage replication).
The web interface is a WYSIWYG interface.
Web interface accessibility standard None or don’t know
How the web interface is accessible The web interface is developed with the goal of adhering to accessibility standards and can be accessed via a variety of web browsers where in-built accessibility features can be used. By using the available APIs, it is also possible to utilise alternative front-end systems.
Web interface accessibility testing N/A
What users can and can't do using the API All functions available in the GUI are also available via the API. The full API documentation set is available via the self-service portal.
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools Any REST-compatible API tool
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface All functions available in the GUI are also available via the API. The full API documentation set is available via the self-service portal.


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Dedicated and reserved options are available to guarantee users aren't affected by the demand other users are placing on the service.
Usage notifications Yes
Usage reporting
  • Email
  • Other


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 Less than once a year
Penetration testing approach Another external penetration testing organisation
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
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
  • Volumes
  • Databases
  • Virtual Machines (VMs)
  • VApps
  • Virtual Data Centres
Backup controls Via the backup self-service web interface, scheduling according to customer requirements.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
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-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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Platform availability is 99.98% per year.
Approach to resilience The primary Twin Core UK T-Systems Data Centres both offer 99.999% SLA for power and 99.99% for cooling and humidity SLA’s. Both Data Centres are Tier 3+ designs. The service is built across both physical Data Centres, thus enabling various resilience levels based on business need. On request, T-Systems can provide evidence of past service performance showing historical data.
Outage reporting Outages are reported by the Service Delivery Management team via email alerts.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Separate physical interfaces are used for management traffic and front-end customer traffic.
Access restriction testing frequency Less than once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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

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 Less than 1 month
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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 DEKRA
ISO/IEC 27001 accreditation date 31/10/2016
What the ISO/IEC 27001 doesn’t cover The SoA covers all services T-Systems offers.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • ISO 27017
  • ISO 27018

Security governance

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 Board of Management of T-Systems' parent company Deutsche Telekom is responsible for Group Security Policy and the dedicated Telekom Security Management business unit implements this and is responsible for the introduction, enhancement and ongoing management of the security management process. The managing board assigns clear roles and responsibilities for security tasks. The responsibility for security is documented within each business unit. The managing board is responsible for introducing and furthering the Information Security Management System (ISMS), bringing into effect, implementing and integrating it into the business processes, the Group policies, and security requirements within the T-Systems business unit. T-Systems has appointed a security manager as a representative and local point of contact for Security Management.

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 T-Systems subscribes to ITIL methodology for Configuration and Change Management. Versions are tracked within a Configuration Management Database and are compared with those listed in a central multi-vendor “Hardware and Software Roadmap” document. This is updated both on a scheduled and proactive approach as (for example) security or other critical issues are identified by third party suppliers. Roadmap upgrades and feature enhancement upgrades are firstly carried out within isolated test environments and then applied to production environments once a programme of User Acceptance Testing has been completed.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability Management is performed via the T-System CERT Team who take feeds from vendors and the wider IT industry and forward those to the technical teams who then asses them against the devices and software versions being supported. If their is a match then a change is raised to apply the necessary patches or updates to mitigate the threat. If there needs to be some downtime, the customer will be informed and permission sought.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Identification of compromise is based on notifications either internally by T-Systems service or externally by the customer. Once a compromise has been identified, an incident is raised with the Service Desk and depending on the severity, either the incident management process OR for P1 and P2 the major incident management process is enacted. Incident classification and closure times are as follows: P4 within 4 days, P3 within 3 days, P2 within 24 hours, P1 within 4 hours.
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 T-Systems uses a pre-defined process for all common events. Users report incidents either via their own service desk who will then log a call with T-Systems or via a customer portal which will log a ticket with the T-Systems service desk.

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 A customer is provided with their own dedicated virtual organisation (vOrg), in which multiple virtual data centres (vDC) can be provisioned. Authentication is used to restrict access to users' own vOrg.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £0.029 per instance per hour
Discount for educational organisations No
Free trial available Yes
Description of free trial Full access to a free of charge, tailored proof of concept. Please contact T-Systems for further details.


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