Quiss Technology PLC

Hosted Desktop

Providing Hosted Desktop Solutions via a Secure Gateway technology, giving users anywhere, any device anytime working.

Features

  • Host all your applications in one place
  • integration into Office 365
  • Utilities based billing
  • Pre defined SLA's
  • Secure UK owned Datacenter
  • 24/7 support services
  • uninteruptable power supplies
  • multiple communication links
  • Use from a handheld device
  • Runs on very little bandwidth

Benefits

  • Anywhere, any device, any time working
  • Built in Disaster Recovery
  • Offsite backup included
  • Security as standard (Physical and Technological)
  • Utility based billing
  • add or remove users from contract at any time
  • zero value contracts available

Pricing

£19 to £75 per person per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

415193982548103

Quiss Technology PLC

Matt Rhodes

01827265000

matt.rhodes@quiss.co.uk

Service scope

Service scope
Service constraints The Only constraints to the end user are that the user must have a internet connection access to the Hosted Desktop. However this can be used with local software to the client aswel
System requirements
  • Has to have access to a browser
  • Nothing other than that

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 20 minute response times
4 hours to fix
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We offer several different support levels, Token Based support, Helpdesk Plus, Support Plus, and Works. Each has slightly different modules of support ranging from simple desktop support services, right across the piece to complete outsourcing services.
Costs are associated to the amount of users that an organisation has and are charged each month via direct debit.
Token based = £25 per token which are 15 minute tokens
Helpdesk Plus = £375 per user per annum
Support Plus = £500 per user per annum
Works = £650 per user per annum.
Each customer has access to an Account Manager, an Escalations Manager, and Technical Manager.
All calls that are logged are managed via an ITIL based call logging procedure and predefined SLA's are set before the contract goes live
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Quiss will perform a site survey to start the process to ascertain which applications lend themselves to our Hosted Desktop solution. If there are applications that can be hosted we will create a Hybrid solution. We will then create a test platform for applications to sit on and complete UAT with the end user. Once this is completed a migration schedule is created and signed off with the client. We then schedule over a weekend to move all infrastructure away from an on premise solution into our hosted desktop environment. Once this is complete the client will have full access to training and support moving forward.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction The users have to give a 90 days notice period. With this we will arrange to have all data transferred to a place of the users choosing. All data once transferred from our property then becomes the responsibility of the client and all virtual servers required to run the service are turned off and destroyed. If we hold any data on physical infrastructure this is destroyed and a certificate sent to the client
End-of-contract process At the end of the contract the user can decide to renew for another year, move to a rolling contract or give 90 days notice to cancel. On cancellation the Quiss Technology would arrange with the user a date and time to transfer there information to a place of there choosing.

Using the service

Using the service
Web browser interface Yes
Using the web interface Our Hosted Desktop Solution is accessible from any device at any time. Users only need a web browser to be able to access there desktop to work as they would in the office environment. The service is setup by our dedicated Cloud team and access is given to the users work with. All administration actions have to come via the Service desk and are dealt with by our Cloud department. Users will have all applications, data and everything needed to be productive via this Hosted Desktop. Permissions are managed by the customers heads of department and Quiss Technology set these up as per specification
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing The web interface is tested with the customer at time of implementation. This is a Citrix access gateway and very few requirements are needed due to how thin the technology is. This take seconds to test and we offer a testing service before any contracts are signed
API No
Command line interface Yes
Command line interface compatibility Windows
Using the command line interface Users have access to a Command prompt but its very limited to the session they are on. There isn't anything we give access to via Command line as this is all managed buy our cloud team internally. Requests have to be made via change control for this to change

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources The servers that are implemented are monitored on a 24/7 basis and we report to the owners when thresholds are reached. Quiss have an abundance of infrastructure which is monitored and made available to the client as and when required "as much as you can eat". this is charged for accordingly on a month by month basis. This service is completely dedicated to the user, so there is no effect as other clients are added
Usage notifications Yes
Usage reporting
  • Email
  • SMS

Analytics

Analytics
Infrastructure or application metrics No

Resellers

Resellers
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
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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files and Folders
  • E-mail and other Application Data
  • Virtual Machine Snap shots
  • Database's
  • Local Data
  • Enduser profile information
Backup controls Users predefine what they would like us to backup at the beginning of the contract. Any changes through out the life of the contract are made via service request and are implemented on a date that is specified buy the end user. This is usually a request made by the IT manager of the client.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Our Data Centre has all of the essential highly available technology to reach a 99.8% uptime record. We have implemented uninterruptable power to the centre, multiple communication links for fail over purposes, and our networks are designed with no single points of failure within them. The equipment used for our Hosting Desktop Facility is owned by Quiss Technology and we provide a dedicated virtual server infrastructure to the client to use as part of this solution. It is our responsibility to make sure that patching and all security and high availability is working correctly in case of issues. There are financial penalties for down time that the client can claim for if they experience any down time. Further information can be giving on request.
Approach to resilience Its available on request
Outage reporting Outages are communicated in lots of different ways :-
Via our Monitoring System
Via E-mail Alerting
Via a phone call to the end user
we have predefined SLA's to make sure that the users are told about any outages at the time they occur

Identity and authentication

Identity and authentication
User authentication
  • 2-factor 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 With our Hosted Desktop solution we do not give management interface access to our clients. This is all managed via our Internal Cloud team. All requests are made via our support desk and we deal with each request internally for each client. We deal with all Third Party application providers to manage the access they need to support their applications. This has to be managed by a change control request and has to be authorised buy the client themselves
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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)
  • 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

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
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 At least 12 months
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 Isoqar Alcumuf
ISO/IEC 27001 accreditation date 14/06/2014
What the ISO/IEC 27001 doesn’t cover Nothing
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 ISO27001;2013
ISO9001:2008
IS020000:2011

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 Quiss adhere to ITIL based Change and Incident Management controls
Vulnerability management type Supplier-defined controls
Vulnerability management approach Quiss Technology use third party security organisations to complete vulnerability testing of all of its hosting services. This includes real time penetration testing and network vulnerability testing. This happens at scheduled times through out each month, with a detailed report, gap analysis and action plan being given to adhere to. Patches are completed every week again at pre defined times which do effect our clients. All information is given by our security partners
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Quiss Technology have specialist tools (information can be given on request) to monitor all of our cloud platforms. We have an internal team that are responsible for finding and fixing compromises into our hosted services platform. This is there sole responsibility within the business.
Incidents are dealt with immediately and are escalated through the teams involved via our ITIL based escalation measures. Communication to user is managed by the escalation team
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 Quiss Technology complies with an ITIl based incident management system, that has been written by our internal escalations team.
Users can report incidents via Telephone, E-mail or our Calling logging System Portal.
Every month users are given a detailed report of what incidents have been logged to help find trends, helping us become more proactive for our clients

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 Other
Other virtualisation technology used I have selected 'Other' as we use two from the list above. Dependant on the Users needs we have skills in both VMware and Hyper V that we use for our Co-Location Clients
How shared infrastructure is kept separate With virtualisation. We provided a dedicated virtual server/servers for each client that uses this system. There are several banks of infrastructure giving full resilience to each one of our clients. Each individual client can only see and have access to there virtual environments and no one else's. This is managed buy our internal Cloud department

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £19 to £75 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We will give the client access to a test environment to test all of there applications, to make sure they all work as they should in a hosted environment. This is a service with no restrictions and works just as their live environment would

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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