Kimcell

Datacenta - Managed Wordpress Hosting

This service allows customers to develop and maintain websites in the WordPress CMS and post on to the Internet. Sites are hosted on a dedicated virtual server, (Single Core, 2Ghz, 2GB Ram, 50G Storage, 200GB per month of data transfer, two IPV4 IP addresses, reverse DNS) on a shared host.

Features

  • Secure managed hosting of WordPress

Benefits

  • Local , on-site trained staff.
  • Secure hosting from a ISO27001-accredited service provider

Pricing

£68 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

4 4 7 7 0 7 5 6 3 4 1 0 0 2 0

Contact

Kimcell

Paul Bateman

01202 755375

paul.bateman@datacenta.net

Service scope

Service constraints
Scheduled maintenance will be carried out in agreement with the customer, of which notification will be given 14 days in advance. However, in the case of emergency maintenance, the customer will be informed as soon as the issue/problem has been detected.
System requirements
No specifc requirements on the customer.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Datacenta's preferred contact method is telephone, in which case one might say that response is immediate. Emailed communications to support@datacenta.net, or Instant Message, are opened by an engineer within 15 minutes of arrival. A ticket is opened in our Service/Customer Management system, an automated notification of ticket number is emailed back to the originator and "the clock starts ticking", speaking to our principal service target of Resolution time, based upon the Severity level of the matter. Severity level criteria are pre-defined. This process applies identically 24 hours a day, 7 days a week.
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
Web chat
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
Nature and availability of Web Chat is by individual agreement with customer, although iMessage and Slack are commonly employed. All standard features of products are available.
Web chat accessibility testing
Facilities to resize text and modify colour schemes are in use.
Onsite support
No
Support levels
Datacenta’s support is based on the principle that your communication will be dealt with by an Engineer, not a Call Centre Agent (we don’t have them).
Support is included in the hosting fee.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
After initial contact, an order will be raised, fully detailing the service that will be provided. Upon agreement to the order the service will be provisioned.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We allow a 1-week period following the date of
service termination during which the customer may request us to reactivate it. Only after this time will
Datacenta purge and destroy all customer data related to the service
End-of-contract process
The standard
minimum contract length is one year. After that time if the customer wishes to terminate his service he will
provide 1 month’s notice, after which further time the service will be suspended. The customer will be liable for
any outstanding charges incurred over the term of the contract. There is no termination charge.

Using the service

Web browser interface
Yes
Using the web interface
Dependent on Customer requirements, by individual agreement
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Dependent on Customer requirements, by individual agreement
Web interface accessibility testing
None
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Through effective Capacity Management processes.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Network
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

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

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 once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Yes
What’s backed up
  • Folders and Files
  • Virtual machines
  • Databases
Backup controls
Agreed individually
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • 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
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Datacenta offers an SLA covering the areas of Availability, Incident Management, Change Management (including Development Requests) and Report production (Major Incident Report). Datacenta defines 3 levels of achievement of service target categories in these areas, namely Expected Level, Service Impacted Level and Business Impacted Level.
Service Credits may be available by measuring achievement against these levels. The actual values of each level are by agreement.
Approach to resilience
Available on request
Outage reporting
Email alerts, Twitter feeds, individual customer wiki updates

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels
Management and sysops functions are conducted only from a standalone PC not accessible other than from within the datacentre or by 2FA across a VPN.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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)
  • 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
Users contact the support team to get audit information
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
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance Limited (LRQA)
ISO/IEC 27001 accreditation date
29/10/2018
What the ISO/IEC 27001 doesn’t cover
There are no areas of non-coverage identified in Datacenta's certification.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
26/10/2017
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Nothing identified
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials-Plus

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
Kimcell's Information Security Policy lies at the heart of Kimcell's ISO 27001 certification. There are 37 subordinate Policies and Procedures referenced therein.Kimcell employs a full-time, focussed Compliance Manager to ensure policies are updated and adhered to, and is responsible for ensuring staff are trained.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Described fully in Kimcell's ISM processes e.g. SP-28-Change Management, which details processes for Risk and Impact Analysis, implementation/Backout Planning, Implementation procedures, and Post Implementation Review. Monitored by Service Management staff and Compliance Manager, all under the auspices of the Information Security Forum.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Kimcell's SP-05 Risk Assessment process defines this, coupled with a Risk Management addition to Kimcell's ticketing system. Patches are deployed in accordance with timescales defined in Kimcell's Patch Management Policy (part of its ISO certification documentation set) according to either manufacturer advice (e.g. Microsoft Security Bulletins/"Patch Tuesday") or industry bodies such as the CERT Division (Carnegie-Mellon University), or advice from security consultants engaged to conduct penetration tests, ITHCs etc.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Protective monitoring is described in document 'SP-25, Monitoring_and_Information_Security_Incident_Management', covering Audit Logging, System Use Monitoring, Log information protection, Admin and operator log handling, Fault logging & Clock Synchronisation. In addition to automated monitoring, nominated engineers monitor logs from each server-type (Windows/Linux/Virtual), firewalls etc., as prescribed in work instruction 'WI-15 - Log_Monitoring_and_Review.' Details of any potential compromise are captured in a Severity 1 Incident ticket, Security Manager informed, Incident responded to immediately, and communication initiated to relevant persons as per 'ISBNP-01, Information _Security_Breach_Notification Policy'. Provisions of 'SP-47, Forensic_Readiness' are followed. Our ISO 27001 certificate covers these documents, which are available for inspection.
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
Standard Change procedures are defined for Incident workarounds and service restoration, captured in the company's wiki knowledgbase as appropriate, All Incidents are recorded in Kimcell's ticket management system following contact from users via phone, email, SMS or IM.
Kimcell's certified processes include the provision of Service Reviews and Major Incident Reports.

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

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
VLANs

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Kimcell holds Partner status in the EU Code of Conduct for Energy Efficient datacentres, and as such was the Winner of an Award in 2015. Facility Power, IT Equipment Power, PUE and DCIE are measured continuously and reported on monthly.

Pricing

Price
£68 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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