Redcentric Solutions Limited

Managed Firewall Service

Redcenric’s managed firewall service (MFS) controls traffic between devices on different networks. The firewall is configured to meet a Customer’s specific requirements. Redcentric monitors the firewall for hardware failure and staff manage the firewall configuration and provide advice on proposed configuration changes.

Features

• Connectivity options: HSCN, PSN, Internet
• Multi Vendor
• Choice of deployment location
• Unified Threat Management Functionality Options
• Portal access to configuration report and real-time information.

Benefits

• Easy to manage
• 24/7 support provided
• Mature product set

£10 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

507232349999721

Contact

Emma Banner
0800 983 2522
tenders@redcentricplc.com

Service scope

• Service constraints: Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process.; Firewall service delivers the underlying security policy as provided by the customer.
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to acknowledge all Advice and Guidance requested within 15 minutes. ; Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
• 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: Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal.; Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible.; Redcentric has a team of Service Delivery Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Redcentric will provide professional services to assist the customer with the service activation. This will encompass, but is not limited to, project management and service set up (including configurations). ; Redcentric will enable logon to the self-service interface for specified customer contact as part of the service activation. By default this will include the identified contact on the call off agreement, but can include additional contacts identified during service activation. ; The self-service interface for the platforms is accessible by the Internet. ; Redcentric will setup network resources as part of the service activation. This will include identification of firewall configuration, etc. ; If required, training can be provided at an additional cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: EXIT PLAN; The Exit Plan shall, unless otherwise agreed with the Customer:; • address each of the issues set out in this Exit Plan in order; to assist the Customer in facilitating the transition of the; Redcentric Services from Redcentric to a replacement; supplier, or the Customer ensuring to the extent; reasonably possible that there is no disruption in the; supply of Services and that there is no deterioration in the; quality of delivery of the Services during any period of; transitional assistance;; • provide an estimate of the scope of transitional assistance; that may be required by the Customer and suggest how; such assistance might be provided (if required); and; • provide an estimate of Redcentric’s personnel that may be; required to provide transitional assistance and suggest the; management structure to be put in place and employed to; provide such transitional assistance.; AGREEMENT TERMINATION; On termination or expiry of the Service Agreement, the; Customer must undertake the following responsibilities:; • agree a time and date for the Redcentric owned; equipment to be removed; and then; • remove the Customer’s equipment at the agreed time; on the agreed date in a sequence to be specified by the; Customer
• End-of-contract process: Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.; Configuration details will be provided in a report upon request.

Using the service

• Web browser interface: Yes
• Using the web interface: The Redcentric web interface allows uses to view service information (Configurations, traffic reports etc.). The data is provided in Read Only format.; Changes must be requested via the support desk.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Our web interface is written in open source format (HTML 5) and is viewable on most major accessibility hardware readers and software.
• Web interface accessibility testing: We have not tested directly with the end users.
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Redcentric will work with the customer to understand the criticality of the service. ; The service is designed to allow specific service resources to be dedicated to a customer thus ensuring the highest levels of performance.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other

Analytics

• Infrastructure or application metrics: No

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: Yes
• Datacentre security standards: Supplier-defined controls
• 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
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: In the majority Redcentric does not have access to any raw data which is stored by customers, as such customers must define how data at rest is encrypted and they must manage this themselves. In all cases, Redcentric recommend that data at rest be encrypted using full disk encryption configured using a minimum of AES256. Where customers request that Redcentric manage storage and thus by implication have access to data at rest also, AES256 full disk encryption is implemented. In the event that Redcentric personal have either direct; to indirect access to data, only SC cleared members are staff utilised.
• 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: The configuration of the service
• Backup controls: During the service design Redcentric will agree with the customer the backup schedule, the areas to be backed up, frequency, etc.
• 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: Other
• Other protection between networks: Standard Protocols Apply
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Redcentric Managed Firewall service Core system availability is:; ; Single firewall located in a Redcentric data centre - Not less than 99.5%; Pair high availability firewalls located in a Redcentric data centre or on a Customer site - Not less than 100%; ; Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge.; The availability Service Level is calculated at the end of each measurement Period and is calculated as follows:; Percentage Availability = ((MP-SU)x100)/MP; Where:; MP = Measurement Period. This is the total number of minutes in the measurement period.; SU = Service Unavailability. This is the total number of minutes in the measurement period when the Service is not available for use by the Customer for reasons other than those set out in the service definition.; The following events shall be excluded:; • Unavailability due to tasks required to implement and test change requests.; • Unavailability due to malicious activity of any kind. E.g. a Denial of Service attack (DOS)
• Approach to resilience: Resiliency will depend on the level of resiliency requested by the customer. The firewalls are located in geographically diverse locations.; In addition to this Redcentric has in place a detail BCDR policy. A public version of this is available upon request.
• Outage reporting: During a system outage Redcentric will communicate with our customers via email, updates are also provided via the Redcentric customer portal.; The Service Manager will also provide a detailed report following any outage showing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. ; This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS.; All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. ; Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • 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: British Standards Institute
• ISO/IEC 27001 accreditation date: 19/08/2023
• What the ISO/IEC 27001 doesn’t cover: Hosting in external 3rd parties needs to be brought into scope on a per basis. ; This is a chargeable extra.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 02/04/2020
• What the PCI DSS doesn’t cover: Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
• Other security certifications: Yes
• Any other security certifications:
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • HSCN CN-SP Network provider
  • Certified ISO9001: 2015 - Quality Management Standard
  • Certified ISO22301: 2012 - Business Continuity Standard
  • Authorised to process and store Person Identifiable Data (PID)
  • Certified ISO14001: 2014 - Environmental Management Standard
  • Certified ISO20000-1: 2011 - IT Service Management Standard
  • PSN accredited for the provision of Infrastructure as a Service
  • Information Governance Statement of Compliance (IGSoC)
  • Data Security and Protection Toolkit Compliant

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: As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments.; Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments.; It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live.; Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains.; Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services; (such as SIEM).; Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
• 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: Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. ; Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

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: Other
• Other virtualisation technology used: The vendor supplied technology.
• How shared infrastructure is kept separate: The manufacture of the service provides virtualisation technology to ensure separation between the users. ; Due to the nature of this information and the service it would not be appropriate for detailed information to be shared on a public website. If further detail is required please contact Redcentric and this can be provided under NDA.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: We have a number of existing facilities which were built before 2011 in use today which have been reviewed and modified to increase their ‘Energy Saving Levels’. No new facilities have been built since this time. ; When new IT equipment or software is sourced and deployed, we review how we can increase our ‘Energy Saving Levels’ and factor this into designs. ; As well as being an operator of services from our facilities we also provide co-location and private cloud hosting. Under the EU code of conduct we endeavour whenever upgrading our facilities to review increasing our ‘Energy Saving Levels’. Where a customer is procuring their own IT equipment, we offer advice and guidance.; In adhering with the EU Code of Conduct for Energy Efficient Datacentres we are committed to;; • The fulfilment of relevant compliance obligations; • Continually working towards improving the environmental management system to enhance environmental performance; • Protection of the environment, including the prevention of pollution and sustainable use of resources; • Working towards incorporating environmental factors into business decisions as standards.

Pricing

• Price: £10 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.