Castle Computer Services Ltd

Fully Managed Cloud Service

Full server hosting and operation covering the following:
Supervising/Monitoring backups;
Tailored support services 24/7/365;
Security Management;
Software and Patch Management;
Enhanced and Extended IT Resources;
24 hour system monitoring;
Inbuilt Software assurance.

The above allows our customers to reduce the overhead of maintaining a modern IT infrastructure.

Features

  • Enterprise Platform for hosted Virtual Servers
  • Delivered from an ISO27001 accredited Data Centre
  • Improved Business Continuity and Disaster Recovery
  • Enhanced and Extended IT Resources
  • 24/7/365 service monitoring
  • Increased Security
  • Improved Systems Availability
  • Environmentally Friendly
  • Scalable
  • Software Assurance

Benefits

  • 24/7/365 service monitoring
  • Recover critical applications/data during a disaster situation
  • Copy Backups replicated to a secondary location.
  • Team of qualified and experienced IT consultants supporting the infrastructure
  • 99.85% service availability
  • No other organisation will have access to your data
  • Securely Accommodate home workers and remote users
  • Utilising a shared data centre helps reduce your carbon footprint
  • Services can be scaled according to requirements, increased or decreased.
  • Latest version of Microsoft Software always available

Pricing

£45 to £75 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 2 0 0 5 1 7 0 4 0 5 9 1 0 8

Contact

Castle Computer Services Ltd

Paul Sutherland

01698 844600

paul.sutherland@castle-cs.com

Service scope

Service constraints
None applicable as long as a Cloud Readiness assessment has been carried out.
System requirements
  • Nutanix Infrastructure - accommodates migration of VMware + MSoft VMs
  • Customer MSoft Server Applications with SA may be installed
  • Physical server capabililty

User support

Email or online ticketing support
Email or online ticketing
Support response times
Always within 1 hour. Telephone initiated support out of hours and weekends.
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
Our cloud managed service is based on a 24/7 support arrangement with access to a cloud support engineer - escalation to your technical account manager is also included within this.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We undertake a Cloud assessment to fully scope and document requirements. User Acceptance Testing (UAT) is carried out prior to Go Live. Full training is provided.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We will work with our customer to ensure specific requirements are met in extracting data or if preferred, deleted.
End-of-contract process
Data can be inclusively deleted or extract provided as per requirements and mutually agreed. Costs to provide data extract is as per requirements.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
The environment is sized accordingly to handling multiple customers with no degradation to service.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

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
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
Never
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Virtual machines
  • Files
  • Databases
Backup controls
A tailored back-up schedule will be established to meet the customers requirements
Datacentre setup
Multiple datacentres
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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

Guaranteed availability
Availability SLA is 99.85%
Should SLAs not be achieved then refund is equivalent to the period of unavailability at rate of current payment.
Approach to resilience
N+1 for all components as a minimum and further information available on request.
Outage reporting
Alerts are provided via Email and SMS

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Active Directory restrictions on a very strict 'accessed as necessary' by the correctly accredited and authorised Administrators.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication
Controlled by AD configuration
Devices users manage the service through
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)

Audit information for users

Access to user activity audit information
No audit information available
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

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
No
Security governance approach
Castle is working towards achieving the ISO 27001 standard and are aligning our security policies and processes accordingly. This is further enforced by policies and processes from HM Cyber Essentials Scheme and the CESG Information Risk Management 10 Steps to Cyber Security regime.
Information security policies and processes
Castle is working towards achieving the ISO 27001 standard and are aligning our security policies and processes accordingly. This is further enforced by policies and processes from HM Cyber Essentials Scheme and the CESG Information Risk Management 10 Steps to Cyber Security regime

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change Management is most important and delivered to ITIL guidelines.
Full appreciation of risk and affect are evaluated with impact and contingency considered. All changes are referred to the Change Management Board made up of company directors.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We constantly assess threats and risk with reference to, and collaboration with our key security vendors. We always make full assessment of threat and risk and will take the necessary actions when required.
With 24x7 cover we are well placed to act if and when required.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We monitor systems 24x7 and constantly assess threats and risk with reference to, and collaboration with our key security vendors. We always make full assessment of threat and risk and will take the necessary actions when required.
With 24x7 cover we are well placed to act if and when required.
Incident management type
Supplier-defined controls
Incident management approach
Our Service Desk is run within ITIL guidelines and Incident Management is delivered under these guidelines.

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
Each individual organisation has it's own dedicated vLAN.
Each individual organisation has it's own network configuration and external access is controlled by enterprise class firewalls. The firewall is configured to allow no access unless specifically configured.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Best Practice in relation to energy efficiency is constantly assessed and deployed where possible.

Pricing

Price
£45 to £75 per user per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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