Ixis IT Limited

Enterprise Open Source Managed Cloud Hosting

For clients that require resilience and increased uptime we offer a scalable high-availability solution with no single-point of failure. Each component can be spread across multiple data centres in replicating clusters. Suitable for multiple Linux Open Source application installations.

Features

  • 99.99% uptime with a 30 min Response SLA
  • High Security Levels, ISO 27001 & Cyber Essentials Certified
  • Dedicated isolated environments not shared with any other clients
  • Production and Staging environments for each domain being hosted
  • Linux operating system management including security patching
  • Fully hosted and managed Git version control
  • Fully managed backup with minimum 2 week retention
  • Support beyond the LAMP stack: reverse proxy Varnish, MySQL replication
  • Amazon Web Services (AWS) Partner
  • 24/7 Support and Monitoring via our UK Service Desk

Benefits

  • Single point of contact for all hosting requirements
  • Proactive performance troubleshooting and optimisation
  • 24/7 Uptime monitoring and reporting
  • Management of firewall, load balancer and related services
  • Scalability to increase and decrease as required
  • Continual development and evergreening of the cloud hosting service
  • Suitable for Magento, Wordpress, Joomla, React, Laravel.
  • Suitable for Node, PHP, Ruby

Pricing

£10000 to £17000 per unit per year

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 7 8 4 8 0 2 8 8 9 9 0 6 2 0

Contact

Ixis IT Limited

Dan Pala

01925320041

quotes@ixis.co.uk

Service scope

Service constraints
Linux based Open Source Applications (PHP, Node)
System requirements
  • Must run in a Linux based environment
  • Code will be managed in Git version control

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response Times
P1- Urgent
30 Minute response time
Target to restore service in 2 hours
P2 - High
Respond within 2 hours
Target to restore service in 4 hours
P3 - Medium
Respond within 4 hours
Target to restore service in 2 working days
P4 - Low
Respond within 2 working days
Resolution to be discussed
P5 - Low
To be discussed and agreed
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
No
Support levels
Single support level from a dedicated cloud support engineers for support queries, on-boarding and any business changes requested.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Fully managed service provided as standard.

Self Service online documentation is provided.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data can be extracted and supplied to users in any way they prefer.
We are flexible to client requirements.
End-of-contract process
We manage the transition to and from our service ensuring an uninterrupted experience.

There are no expected off-boarding costs to be incurred unless specific consultancy is required.

Off boarding is covered under support time.

Using the service

Web browser interface
Yes
Using the web interface
Deployments to production and non-production environments via an optional self service web interface.

Management of the source code repository through an optional self service web interface.

Raise tickets by Service Desk for support and change requests.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Via a URL and web browser
Web interface accessibility testing
N/A
API
Yes
What users can and can't do using the API
Our deployment system offers an API to allow you to view your deployments and create new ones.
API automation tools
  • Ansible
  • Chef
  • Puppet
  • Other
Other API automation tools
Basic HTTP
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
You'll need Ruby installed on your system to be able to use the deployment CLI.

Scaling

Scaling available
No
Independence of resources
As part of our ISO 27001 no sharing of infrastructure or networking takes place unless agreed with the user (eg, hosting of multiple web services on the same server). This prevents the actions of users from impacting another service.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

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

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
  • 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
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
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
Yes
What’s backed up
  • Virtual machine
  • Database
  • File assets
Backup controls
The service is fully managed by the supplier.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

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

Guaranteed availability
99.99% uptime SLA on Enterprise Server
24/7 Support and Monitoring via our UK Service Desk
Dedicated isolated environments not shared with any other clients
Production and Staging environments for each domain being hosted
Linux operating system management including security patching
Fully hosted and managed GIT version control
Fully hosted and managed GIT version control
Fully managed backup with minimum 2 week retention
Support beyond the LAMP stack: reverse proxy Varnish, MySQL replication
Amazon Web Services (AWS) Consulting Partner

On a case by case basis we can offer service credits which are discussed as part of the contract process
Approach to resilience
Datacentre contingency plans and incident response playbooks are maintained and updated to reflect emerging continuity risks and lessons learned from past incidents. Plans are tested and updated through the due course of business (at least monthly) and the Resiliency plan is reviewed and approved by senior leadership annually. Services are continuously monitored.

The datacentre operator continuously monitors service usage to project infrastructure needs to support availability commitments and requirements. They maintain a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently (e.g., weekly). In addition, the capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.

The service itself (the "stack", running on the infrastructure) is designed to be as resilient and self-healing as possible, with continuous monitoring of running services and automated systems to attempt recovery and mitigation in the event of software error.
Outage reporting
Incidents (high error rates, unusual resource usage, etc) and outages (service failure, web site unavailable, etc) are reported directly to responsible parties via e-mail and/or pager system, as well as being reported to our internal chat system where teams can coordinate and resolve issues.

An API and public/private dashboard is available upon request.

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
A username and password pair and 2FA is required to access the deployment system.

An SSH publickey is required to associate with a username and password pair for Git code access.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password
Devices users manage the service through
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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
27/04/2018
What the ISO/IEC 27001 doesn’t cover
Working in secure areas (11.1.5)
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
01/01/2017
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
N/A
PCI certification
Yes
Who accredited the PCI DSS certification
Coal Fire Systems Inc
PCI DSS accreditation date
25/01/2018
What the PCI DSS doesn’t cover
N/A
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
We are certified against the ISO 27001: 2013 and have an established Integrated Management System (IMS) that sets out our procedures and policies to ensure that we adhere to the standard at all times. We are also aware of and adhere to our obligations concerning the Data Protection Act, and GDPR, which is also governed within the IMS.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our service desk is ITIL certified, and we follow the processes and guidelines laid out by this framework to manage the service and all changes. Changes are assessed for their impact and risk, and a process of continual identification, monitoring and review of the levels of IT services specified in the SLA ensure that quality is maintained. All changes are implemented through a version-controlled configuration management system and progress through a series of automated and manual testing steps before being applied to the 'live' infrastructure. This systematic approach ensures that changes to services are reviewed, tested, approved and communicated.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The vulnerability management sub-principle and related processes within the datacentre and cloud services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes.

The "stack" (operating system, software, and applications) receives automated security patching for all software directly from the OS maintainers, with security patches applied as soon as they are available and have been tested on pre-production environments. Alerts and newsletters are available from the maintainer, and staff monitor a number of respected advisory services for news.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Systems within the datacentre are extensively instrumented to monitor key operational and security metrics. Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key metrics. When a threshold is crossed, the incident response process is initiated. The Incident Response team employs industry-standard diagnostic procedures to drive resolution during business-impacting events.

Security monitoring tools help identify several types of denial of service
(DoS) attacks, including distributed, flooding, and software/logic attacks. When DoS attacks are identified, the incident response process is initiated. In addition to the DoS prevention tools, redundant network capacity is available.
Incident management type
Supplier-defined controls
Incident management approach
Policies exist that describe our response process for common events, with coordination and escalation available for non-standard incidents. Users report incidents through our ITIL service desk, and are kept updated with the progress and state of the incident throughout the event. Full incident reports are provided in the event of serious incidents (for example, extended outages or security events).

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
Other
Other virtualisation technology used
Xen hypervisor
How shared infrastructure is kept separate
Customer instances have no access to raw disk devices, but instead are presented with virtualized disks. The disk virtualization layer automatically erases every block of storage before making it available for use, which protects one customer’s data from being unintentionally exposed to another. Encryption is supported.

A mandatory firewall is enabled in a default deny-all mode and ports must be explicitly opened to allow inbound traffic. Each client is hosted within an isolated Virtual Private Cloud, preventing network connections from any other systems. "Sniffing" of network traffic is prevented at the hypervisor and interface level.

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£10000 to £17000 per unit per year
Discount for educational organisations
Yes
Free trial available
No

Service documents

Return to top ↑