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

G-Cloud 11

420051704059108

Castle Computer Services Ltd

Paul Sutherland

01698 844600

paul.sutherland@castle-cs.com

Service scope

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

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

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

Using the service
Web browser interface No
API No
Command line interface No

Scaling

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

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 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
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-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 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

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

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

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

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

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

Secure development
Approach to secure software development best practice Supplier-defined process

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 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 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

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

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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