Jisc

Managed AWS

AWS provides a suite of compute, storage and associated public cloud services that allow you to innovate and experiment, rapidly deploying new applications and scaling based on demand. Our service will help maintain the operational efficiency of your services, manage cost control and ensure good security practice.

Features

  • Amazon Web Services procured and managed on your behalf
  • Includes patching, security, backups and monitoring
  • Compute, storage and associated services capable hosting OFFICIAL information assets
  • Full range of Amazon Web Services available
  • Standard AWS price list, billed in UK pounds
  • 24/7 support and infrastructure automation
  • Suitable for multi-cloud solutions with Managed Azure
  • AWS Consulting Partner, Government Reseller and Azure Cloud Solution Provider
  • Best-in-class technology advice, engineering and support

Benefits

  • Focus on core priorities while we manage your cloud platform
  • Reduce infrastructure costs and only pay for capacity used
  • Increase organisational agility with automated deployment and 24x7 DevOps support
  • Build failure resilient applications across multiple Availability Zones
  • Guarantee enterprise uptime with ITIL-aligned service management
  • Amazon cloud supports well-managed, secure and highly flexible hybrid solutions
  • Compatible with Direct Connect, PSN and N3
  • Enterprise administration with a single point of contact for billing
  • Trusted technology advisor and ally of the public sector
  • Aligned values and knowledge transfer at every step

Pricing

£0.003 per instance per hour

Service documents

G-Cloud 10

433153612011996

Jisc

Eva Stirling

0300 300 2122

eva.stirling@jisc.ac.uk

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 Immediately
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 Eduserv provides 3 levels of support (Basic, Standard and Premium) as defined in the service definition.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Yes - we provide online training and user documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be copied off customer EC2 instances using SFTP or equivalent prior to contract end. Data can be extracted from databases using SQLDump or equivalent and then transferred as per above. For bulk transfers, customers can use AWS Snowball.
End-of-contract process Service termination is defined as end of contract without transfer of services to a new provider or customer function. In this case, on Service termination Eduserv will close and delete any AWS accounts, access controls and resources; off-boarding of instances and data is the Customer’s responsibility and should be completed prior to termination.
Eduserv can provide a managed migration path out from the tenant (working alongside your new provider or function). This would be created as a standalone project and incur rates and charges per the Eduserv Cloud Migration.

Using the service

Using the service
Web browser interface Yes
Using the web interface Users can manage all aspects of the AWS service using the AWS management portal.
Web interface accessibility standard None or don’t know
How the web interface is accessible Accessibility of the AWS management portal is maintained by Amazon Web Services.
Web interface accessibility testing Accessibility of the AWS management portal is maintained by Microsoft.
API Yes
What users can and can't do using the API All aspects of the AWS service can be managed using the API.
API automation tools
  • Ansible
  • Chef
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools CloudFormation
API documentation Yes
API documentation formats HTML
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface All aspects of the AWS service can be managed using the CLI.

Scaling

Scaling
Scaling available No
Independence of resources The AWS hypervisor enforces memory and process separation between virtual machines.
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
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Amazon Web Services

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)
  • EU-US Privacy Shield agreement locations
  • Other locations
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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
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
Backup and recovery Yes
What’s backed up
  • EC2 instances
  • Databases
Backup controls Backup schedules are agreed during customer onboarding.
Datacentre setup Multiple datacentres with disaster recovery
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)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network VLAN
VPCs

Availability and resilience

Availability and resilience
Guaranteed availability 99.9%
Approach to resilience AWS services are delivered from multiple datacentres worldwide. When deploying customer services to AWS, Eduserv will ensure that services span multiple regions (datacentres) to ensure service resilience.
Outage reporting Public dashboard and email alerts.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces and support channels is restricted through a combination of username and passwords, multifactor authentication, firewalling, IP restrictions, the use of bastion hosts as appropriate.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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)
  • 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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Certification International
ISO/IEC 27001 accreditation date 10 May 2018
What the ISO/IEC 27001 doesn’t cover All Eduserv's services are covered.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 11 August 2015
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover All Eduserv's services are covered.
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Supplier to Government
  • CHECK
  • CESG PGA
  • Cyber Essentials
  • PSN Assured
  • PSN Protect

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 Eduserv is certified as compliant with ISO27001:2005 (Certificate CI/12868IS) by a UKAS accredited certifying body. Services that we have designed, implemented and operate have been subject to RMADS accreditation including ITHCs by independent CHECK providers. We are able to supply our Information Security Policy subject to a non-disclosure agreement being put in place with the receiving party.

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 Eduserv is committed to ITIL aligned Change and Configuration Management for effective management and control of its infrastructure. Eduserv's management tool incorporates a Change Management Database (CMDB) at the heart of its operation, with all service support and delivery modules linked to the CMDB to ensure a complete and accurate view of customer estates.

A dedicated Change and Configuration Management team exists within the services department and liaises closely with all other teams to ensure changes are successful and our infrastructure is maintained and accurately modelled within the CMDB.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We subscribe to vendor support services to ensure we are operating in line with the latest recommendations and are made aware of any potential vulnerabilities.
The patch deployment policy is ITIL aligned and undertaken in accordance with our ISO27001 security policy.
For patching of Windows operating systems, we follow a patch cycle in line with Microsoft’s "Patch Tuesday”.
For exceptional patching, our processes allow for the management of exceptions which require emergency maintenance to protect your service from vulnerabilities.
Notifications are sent to ensure that customers are informed of planned works and all patches are tested before deployment to live.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Eduserv makes use of industry-leading applications for the collection, monitoring, analysis, alerting and reporting of all IT event, log and performance data. A real-time analytics engine is used to correlate events, logs and performance metrics across your cloud and on-premise infrastructure. A comprehensive suite of highly configurable rules allow alerts to be sent in response to malicious activity and performance-impacting events, all of which is included as standard in the service.
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 Our ITIL-aligned Incident Management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed timeframes. Customers can report incidents via phone, email or our portal. Our Incident Management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed timeframes.
For Major Incidents, once the Incident has been resolved, the Incident Manager will ensure an Incident Review Meeting is held and a Major Incident Report is created and distributed.

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 Third-party
Third-party virtualisation provider Amazon Web Services
How shared infrastructure is kept separate The AWS hypervisor enforces memory and process separation between virtual machines.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.003 per instance per hour
Discount for educational organisations No
Free trial available No

Documents

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