Capita Business Services Limited

Infrastructure as a Service (IaaS) OFFICIAL and OFFICIAL SENSITIVE

A resilient combination of Microsoft Azure public cloud combined with OFFICIAL and OFFICIAL SENSITIVE (IL2, IL3) UK Private Cloud hosting. Provides cloud transformation reflecting your current investments in IT, security and resilience requirements, and strategic roadmap. Includes proprietary and open source application and data services.

Features

  • Cost effective solutions (public Azure/private)
  • Managed applications including O/S (Windows, Linux), middleware and runtime environments
  • Middleware (Biztalk, integration services) and runtime environments (.Net, Azure, LAMP).
  • Scalability with built-in redundancy across data centres
  • Proven, established deployment processes support rapid on-boarding and offboarding
  • ISO20000 and ITILv3 service Management with pro-active monitoring
  • OFFICIAL SENSITIVE , PSN, PASF, ISO 22301 and ISO27001
  • Fully managed IaaS/PaaS/public/hybrid environments
  • Resilient infrastructure with no single point of failure
  • Private UK cloud protecting storage and transfer of sensitive data

Benefits

  • Lower service delivery costs aligning requirements to Hybrid Cloud
  • Reduce or eliminate traditional licence and maintenance upgrade costs
  • Productivity improvements through high availability of the underlying platform
  • Rapid on-boarding and off-boarding including migration and transition services
  • Dynamic scaling matches demand to minimise total cost of service
  • High availability and instant access for users across multiple locations
  • Protected customer data via high redundancy levels and stringent security
  • Private UK datacentres providing a platform for compliance and accreditation
  • ISO27001 accredited, OFFICIAL, OFFICIAL SENSITIVE hosting in our UK datacentres
  • Capita IT Services, a Capita company

Pricing

£3.09 per virtual machine per day

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 6 6 4 2 8 1 5 5 3 5 4 1 1 2

Contact

Capita Business Services Limited

Capita Business Services Ltd

08702407341

engagewithus@capita.co.uk

Service scope

Service constraints
No
System requirements
  • Implemnetation will be coordinated by a Capita IT Services TDA
  • Connectivity to Capita’s secure private network.
  • Connectivity to PSN and N3 networks are also available
  • Users outside the Capita Network need Capita Access and VDIs
  • Please see Service Definition for further details.

User support

Email or online ticketing support
Email or online ticketing
Support response times
"Targets are measured and reported monthly across the entire hosting platform
Calls answered within 20 seconds >=80%
Calls answered within 60 seconds >=90%

P1 Incidents, response within 30 mins, 95% resolved within 4 working hours.
P2 Incidents, response within 60 mins, 95% resolved within 8 working hours.
P3 Incidents, response within 4hours, 95% resolved within 8 working hours.
P4 Incidents, response within 4 hours, 95% resolved within 3 working days.

Including management, escalations and Emergency operations are described further in our Service Definition Document. "
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
Please refer to the service description
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Please engage with Capita IT Services to ensure the correct service and options are identified. We will supply a full statement of works and proof of concept (if required). All customers are onboarded by our TDA, providing a Statement of works detailing the work required prior to BAU.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Customers will be responsible for extracting data prior to the end of contract.
End-of-contract process
Please see Service Definition Document

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Customer segregation & Terms of use agreements.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Network
  • Other
Other metrics
Real-time management information
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
No
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
No
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
Please see Service Definition Document
Backup controls
Selected at the start of the agreement, automated backup processes put in place.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups
Users schedule backups through a web interface
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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Please see Service Definition document
Approach to resilience
Available on request
Outage reporting
Email alerts, notification from Service Desk

Identity and authentication

User authentication
Other
Other user authentication
User authorisation process will be established and followed as part of service take-on.
Access restrictions in management interfaces and support channels
Access to administrator functions are restricted, only being available to those individuals that have been granted permissions.
Access restriction testing frequency
At least once a year
Management access authentication
Other
Description of management access authentication
Management access is granted by the use of separate administrative username & (strong) passwords, using Microsoft and/or Linux Directory Services.
Where access is required on an occasional basis, we would recommend that customers also take Service Desk services from Capita, to allow us to disable Administrative accounts when access is no longer required and re-enable when needed.
We also strongly recommend 2FA always be used in conjunction with administrative accounts, even when security or compliance levels do not mandate this.
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • 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

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
BSI
ISO/IEC 27001 accreditation date
24/02/2017
What the ISO/IEC 27001 doesn’t cover
Anything NOT mentioned here: Information Security relating to hardware, software, networking, paper documentation, personnel and supporting media for client facing information, client owned and supplied information, remote access, internal and data processing facilities. The management of 3rd Party Service Providers. In accordance with the Statement of Applicability version 4.0.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
We host customers solutions that have been accredited to PCI.
PCI DSS accreditation date
.
What the PCI DSS doesn’t cover
We host customers solutions that have been accredited to PCI. Compliance is customers responsibility to Audit.
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • PSN
  • N3
  • ISO22301

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
ISO/IEC 27001 / Other

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
ITIL Change and Config Management, please engage with Capita IT Services for further information
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Please engage with Capita IT Services for further information
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Please engage with Capita IT Services for further information
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
Please engage with Capita IT Services for further information

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
Hyper-V
How shared infrastructure is kept separate
NA

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Capita-ARK Data Centres has implemented and exceeded processes aligned to HMG Greening Strategy and are an EU Code of Conduct for Data Centre Efficiency participant.
Direct air-cooled DC’s use compressor-less cooling for more than 99% of the year, re-using heat to condition air.
The DC’s Construction teams recycle in excess of 90% of construction-waste, whilst utilizing carbon efficient building practises.
The full building PUE (constantly monitored & measured), of the Ark DC’s is 1.2, with partial PUE of data rooms at lower values. PUE is. Ark are PUE v2 Level 3 (Advanced) capable and source carbon-free power favouring renewable energy.
Ark Data Centres comply with the energy efficiency targets as part of the CCA for Data Centres and has contractually committed to fix the PUE to 1.25 against specified occupancy, potentially saving £1.65m in electricity and 9000 Carbon tonnes pa (versus the global average PUE).
Ark consolidates rack-space & uses Match Technology to increase energy efficiency & allow for high density racks to sit alongside low density.
Our sites have Waste Management Plans that are monitored, measured and accredited to ISO 14001. These include compliance with WEEE and ROHS regulations. Building rooves house solar electricity generation and harvest rainwater.

Pricing

Price
£3.09 per virtual machine per day
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Proof of Concept

Service documents

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