Ixis IT Limited

Open Source Search Service

Specialist search development services, including UX, design and implementation. Specialising in SOLR, ElasticSearch and other open-source engines, both cloud-based and on premise. Our search service covers all aspects of website search, including specification, design, implementation, testing, refinement and support.

Features

  • Discovery and requirements gathering
  • Unlimited index creation
  • Powerful search using Apache Solr or Elastic Search
  • Multilingual
  • Custom synonym configuration
  • Support for geospatial search
  • Elevated search (best bet)

Benefits

  • Improve site performance and visitor experience
  • Increase accuracy and relevance of results
  • Instant deployment and minimal configuration

Pricing

£440 per server per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Ixis IT Limited

Dan Pala

01925320041

quotes@ixis.co.uk

Service scope

Service constraints
No constraints. We support both remotely and onsite.
Our expertise lies in open source products.
System requirements
Buyers software application must support Search integration

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard office hours 9-5pm Monday to Friday (UK time)

P1- Urgent = 30 Minute response time Target to restore service in 2 hours

P2 - High = Respond within 2 hours Target to restore service in 4 hours

P3 - Medium = Respond within 4 hours Target to restore service in 2 working days

P4 - Low = Respond within 2 working days Resolution to be discussed

P5 - Low = To be discussed and agreed
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Single support level from a dedicated cloud support engineers for support queries, on-boarding and any business changes requested.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Fully managed service provided as standard.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
N/A
End-of-contract process
We manage the transition to and from our service ensuring an uninterrupted experience.

There are no expected off-boarding costs to be incurred unless specific consultancy is required.

Off boarding is covered under support time.

Using the service

Web browser interface
No
API
Yes
What users can and can't do using the API
API integration is dependant on preferred Search service.
API automation tools
Other
Other API automation tools
Basic HTTP
API documentation
Yes
API documentation formats
HTML
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
As part of our ISO 27001 no sharing of infrastructure or networking takes place unless agreed with the user (eg, hosting of multiple web services on the same server). This prevents the actions of users from impacting another service.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
No

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
  • 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
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • 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
Yes
What’s backed up
  • Virtual machine
  • Database
  • File assets
Backup controls
The service is fully managed by the supplier.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

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)

Availability and resilience

Guaranteed availability
99.5% uptime SLA on Search Server
24/7 Support and Monitoring via our UK Service Desk
Dedicated isolated environments not shared with any other clients
Approach to resilience
Datacentre contingency plans and incident response playbooks are maintained and updated to reflect emerging continuity risks and lessons learned from past incidents. Plans are tested and updated through the due course of business (at least monthly) and the Resiliency plan is reviewed and approved by senior leadership annually. Services are continuously monitored.

The datacentre operator continuously monitors service usage to project infrastructure needs to support availability commitments and requirements. They maintain a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently (e.g., weekly). In addition, the capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.

The service itself (the "stack", running on the infrastructure) is designed to be as resilient and self-healing as possible, with continuous monitoring of running services and automated systems to attempt recovery and mitigation in the event of software error.
Outage reporting
Incidents (high error rates, unusual resource usage, etc) and outages (service failure) are reported directly to responsible parties via e-mail and/or pager system, as well as being reported to our internal chat system where teams can coordinate and resolve issues.

An API and public/private dashboard is available upon request.

Identity and authentication

User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Other
Other user authentication
IP Restriction, network ACL
Access restrictions in management interfaces and support channels
N/A
Access restriction testing frequency
At least every 6 months
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
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
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
27/04/2018
What the ISO/IEC 27001 doesn’t cover
Working in secure areas (11.1.5)
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
01/01/2017
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
N/A
PCI certification
Yes
Who accredited the PCI DSS certification
Coal Fire Systems Inc
PCI DSS accreditation date
25/01/2018
What the PCI DSS doesn’t cover
N/A
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
We are certified against the ISO 27001: 2013 and have an established Integrated Management System (IMS) that sets out our procedures and policies to ensure that we adhere to the standard at all times. We are also aware of and adhere to our obligations concerning the Data Protection Act, and GDPR, which is also governed within the IMS.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our service desk is ITIL certified, and we follow the processes and guidelines laid out by this framework to manage the service and all changes. Changes are assessed for their impact and risk, and a process of continual identification, monitoring and review of the levels of IT services specified in the SLA ensure that quality is maintained. All changes are implemented through a version-controlled configuration management system and progress through a series of automated and manual testing steps before being applied to the 'live' infrastructure. This systematic approach ensures that changes to services are reviewed, tested, approved and communicated.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The vulnerability management sub-principle and related processes within the datacentre and cloud services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes.

The "stack" (operating system, software, and applications) receives automated security patching for all software directly from the OS maintainers, with security patches applied as soon as they are available and have been tested on pre-production environments. Alerts and newsletters are available from the maintainer, and staff monitor a number of respected advisory services for news.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Systems within the datacentre are extensively instrumented to monitor key operational and security metrics. Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key metrics. When a threshold is crossed, the incident response process is initiated. The Incident Response team employs industry-standard diagnostic procedures to drive resolution during business-impacting events.

Security monitoring tools help identify several types of denial of service
(DoS) attacks, including distributed, flooding, and software/logic attacks. When DoS attacks are identified, the incident response process is initiated. In addition to the DoS prevention tools, redundant network capacity is available.
Incident management type
Supplier-defined controls
Incident management approach
Policies exist that describe our response process for common events, with coordination and escalation available for non-standard incidents. Users report incidents through our ITIL service desk, and are kept updated with the progress and state of the incident throughout the event. Full incident reports are provided in the event of serious incidents (for example, extended outages or security events).

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
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
KVM hypervisor
How shared infrastructure is kept separate
Customer instances have no access to raw disk devices, but instead are presented with virtualized disks. The disk virtualization layer automatically erases every block of storage before making it available for use, which protects one customer’s data from being unintentionally exposed to another. Encryption is supported.

A mandatory firewall is enabled in a default deny-all mode and ports must be explicitly opened to allow inbound traffic. Each client is hosted within an isolated Virtual Private Cloud, preventing network connections from any other systems. "Sniffing" of network traffic is prevented at the hypervisor and interface level.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
We use Amazon Web Services datacentres which adhere to the EU Code of Conduct for Energy Efficient datacentres

Pricing

Price
£440 per server per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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