CGI

CGI - Managed Public Cloud Service

CGI’s Managed Public Cloud Service delivers commodity-priced approach to managing and maintaining Azure and AWS services for our customers. We will take-on the design, implementation and management burden and help free-up customers’ technical resources allowing them to concentrate on helping grow and improve their businesses.

Features

  • Monthly utility platform with aggregated hourly billing based on useage
  • A Single Point of Contact for multiple cloud providers
  • IT department delivered alongside Public Cloud resources
  • A variety of service options to suit clients’ needs
  • VMs managed from UK sovereign NOC. Offshore option if required
  • SLA's offers infrastructure up to 99.95% availability
  • All services backed up by CGI’s UK 5* Service Desk
  • 24x7x365 monitoring of systems with real-time alerting
  • Adherence to governance, regulation, compliance
  • Granularity of options to match cloud utility environment types

Benefits

  • Enhanced security provision through greater visibility
  • 24x7x365 monitoring of systems with real-time alerting
  • Adherence of governance, regulation, compliance
  • Greater choice of options to suit workload & environment types
  • Hourly based consumption pricing, reported and charged monthly
  • Greater agility and automation
  • Onshore or offshore support options
  • Includes in-country, UK-based hosting
  • Known, commodity pricing

Service scope

Service scope
Service constraints Accredited up to a protective marking of 'OFFICIAL'
System requirements
  • • Microsoft Premier Support Agreement in place
  • • Or leverage CGI's agreement at a small additional cost

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 30 minutes
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 Yes, at an extra cost
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is accessed from the user self-service portal
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels Full support of CGI services are provided as standard via the CDI Service Desk. The Service Desk is open 24x7x365 and is manned by 1st/2nd line technical support engineers to support Cloud instances and a range of technologies hosted on those cloud instances. The service desk has direct escalation to 3rd line support and onward escalation to product vendors.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started 1. Through Consultation and engagement
2. Our Service includes the provision of up to 10 Virtual Servers for Management or workload purposes. These include Active Directory for user and device management and terminal services to allow management of the Azure entities to be managed
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Should a client wish to exit the service entirely a formal Service Request will be required. This will instigate the Off-Boarding processes.
End-of-contract process A client specific project will be initiated in order to ensure all data, communication lines, trusts and certificates are correctly managed. This will be scheduled in agreement between the client and CGI

Using the service

Using the service
Web browser interface Yes
Using the web interface It is the same interface as provided by Microsoft and Amazon
Web interface accessibility standard None or don’t know
How the web interface is accessible Refer to Microsoft or Amazon
Web interface accessibility testing None - web interface is managed and maintained by Microsoft or Amazon
API Yes
What users can and can't do using the API All actions that you can perform by the GUI can be achieved via API.

Microsoft Azure provides a range of native APIs using Visual Studio and PowerShell.
API automation tools Other
Other API automation tools The Service Management API is a REST API
API documentation Yes
API documentation formats HTML
Command line interface Yes
Command line interface compatibility Other
Using the command line interface The Native Microsoft Azure add-in for PowerShell provides a comprehensive command-line interface for managing services in Azure

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources For Virtual Servers, CGI provide detailed Availability and Capacity Planning metrics. CGI can also implement scale sets and auto scaling to ensure appropriate capacity is available to meet the workload
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types Other
Other metrics This is configurable depending on the service in question
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Public Cloud, IaaS, PaaS and SaaS

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations 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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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
  • CGI manage the backup of VM data disks
  • Data types - compressed, encrypted, sparase, compressed and sparse
  • SQL data
  • Vurtual Machine Data Disks
Backup controls SQL Database automatically performs a combination of full database backups weekly, differential database backups hourly, and transaction log backups every five minutes to protect your business from data loss.
These backups are stored in geo-redundant storage for 35 days for databases in the Standard and Premium service tiers and seven days for databases in the Basic service tier . If the retention period for your service tier does not meet your business requirements, you can increase the retention period by changing the service tier.
Datacentre setup Multiple datacentres
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Regional pairs are enabled by default in Public Cloud Storage, helping to ensue that applications are resilient during datacentre failures. Regional pairing asynchronously replicates data from a primary location to a secondary location within the same region. An region is an area within a geography containing one or more datacentres.
Approach to resilience Applications resiliency helps ensure that during either a planned or unplanned maintenance event, at least one virtual machine will be available and meet the 99.9%
Outage reporting The console provides alerts for IaaS, PaaS and SaaS by email as default. In addition, CGI has developed a proactive alerting solution for Azure using Microsoft webhooks. This takes the URL calls produced by webhooks and can deliver alerts in 3 ways:
• Email to a resolver group
• Direct import to CGI's enterprise ITSM tool, Remedy. This raises a ticket targeted at the resolver queue embedded in the URL call
• Integration with CGI's enterprise control bridge
In addition, CGI also provide Virtual Server OS health monitoring using BMC patrol. This also extends to a range of other technologies such as:
• MS SQL database
• Internet Service Monitoring – IIS, Apache, Tomcat
• Integration of 3rd party solution (WUG, Nagios, IBMD, HPOV, WUG, SPLUNK, Ops centre, MySQL

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Other
Other user authentication CGI members requiring access to customer's resources and environments within Public Cloud use a secure site-site VPN to establish a secure connection. Credential authentication is done via Active Directory installed as part of the initial service setup for each customer and is unique to them.
Access restrictions in management interfaces and support channels CGI members requiring access to customer's resources and environments within Public Cloud use a secure site-site VPN to establish a secure connection. Credential authentication is done via Active Directory installed as part of the initial service setup for each customer and is unique to them.
Access restriction testing frequency At least every 6 months
Management access authentication Dedicated link (for example VPN)
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)

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 AFNOR UK Ltd (UKAS Registration No.022)
ISO/IEC 27001 accreditation date 008/06/2016
What the ISO/IEC 27001 doesn’t cover Nothing is NOT covered.
The following IS covered from a Technical perspective: Provision of outsourcing services including managed infrastructure services, contact centre services, service desk services, management of print and email, application development, maintenance and support services.
The following IS covered from a Business perspective: The provision of outsourcing, project and consultancy services, including development and delivery activities, plus the management of people, technologies and physical security.
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes.

The ESMF is comprised of:
• A first level suite of security policies and security requirements that apply across the CGI enterprise.
• A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:-
Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical

Microsoft uses OSA to minimize risk by helping to ensure that on-going operational activities follow rigorous security guidelines and by validating that guidelines are actually being followed effectively. When issues arise, a feedback loop helps ensure that future revisions of OSA contain mitigations to address them.

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 Good configuration management processes ensure that knowledge of the assets which make up the service, along with their configuration and dependencies, are known and accurate.
Good change management processes ensure any changes to the service (which could have an effect on its security) are identified and managed. They should also lead to detection of unauthorized changes.
CGI has a robust configuration and change management process that defines the configuration plan, deliverables, roles/people responsible and the change process to be followed if deviation from standard configuration is required. Deviation (change) requires signoff from both client and CGI and is closely tracked.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management. Occasionally, vulnerabilities will be discovered which, if left unmitigated, will pose an unacceptable risk to the service. Robust vulnerability management processes are in place within Microsoft Azure to identify, triage, and mitigate vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach CGI provide Pro-active system monitoring via BMC Patrol linked to our control bridge. This helps ensure the effectiveness of the controls that are adopted and to verify conformity to the Microsoft and CGI security policies/ standards.

The Microsoft Azure platform provides protective monitoring which allows a service provider to detect and respond to attempted and successful attacks, misuse, and malfunction.

Operational Security Assurance (OSA) is a framework that incorporates the knowledge gained through a variety of resources that are unique to Microsoft, such as the Microsoft Security Response Centre (MSRC), and incorporates deep awareness of the cybersecurity threat landscape.
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 CGI operate an ITIL aligned incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities, clear policies and associated KPIs.
CGI provide a single point of contact for any issues related to the Azure platform. Regardless of the Microsoft Premier Support Agreement owner (CGI or the customer), CGI has a direct path to Microsoft and can open and track incidents against the appropriate Premier Support agreement number.
In such cases, CGI escalate to the global Microsoft 24x7 incident response service.

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 Hyper-V
How shared infrastructure is kept separate Public Cloud is designed to help identify and counter risks inherent in a multi-tenant environment. Data storage/processing is logically segregated among consumers of Public Cloud using Active Directory and functionality specifically developed for multitenant services, which aims to ensure that consumer data stored in shared data centres is not accessible by another organisation. In Public Cloud, one customer’s subscription can include multiple deployments, with each deployment containing multiple VMs; providing network isolation at several points:
Each deployment is isolated from other deployments. Multiple VMs within a deployment are allowed to communicate with each other through private IP-addresses.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres CGI has been registered on this code since 2015 for its 2 data centres in Bridgend, South Wales.

Pricing

Pricing
Price £22.07 per virtual machine
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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