GOV.UK
Roc Technologies Limited
RocStac™ Oracle Software IaaS
Enterprise Compute Cloud (Oracle) provides Infrastructure-as-a-Service (IaaS), powered by Oracle VM (OVM) technology, that is fully compliant with the compatibility and licensing requirement of Oracle-based enterprise applications.
Features
- Powered by Oracle Virtual Machine (OVM) technology
- On demand - Billed by the hour for resources used
- 24/7 service desk included as standard with SLA response times
- Platform spans two UK data centres separated by over 100km.
- Utilise the Cross Domain Secuirty Zone solutions
- Assured; hosted in the UK by approved operatives
- Aligned with NCSC Cloud Security Principles
- Connect over the internet, PSN,N3 or JANET
- Based on enterprise grade technology from Oracle, Cisco and EMC
Benefits
- Perfect for Oracle's technical and commercial licencing requirements
- Enabling cost savings by controlling VM power states
- Feel supported to get the best from your application
- Architect solutions with confidence that applications and services remain available
- Make compelling citizen facing services, whilst ensuring data remains safe
- Have confidence in who has access to your data
- Solutions on a cloud that aligns with NCSC best practice
- Choose the right network to connect your solution to
- Use known technologies to de-risk your cloud transition
Pricing
£0.08 per unit per hour
Service documents
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Framework
G-Cloud 11
Service ID
524806277501134
Contact
Service scope
| Service constraints |
1) Customers must prove compliance with the access requirements of private networks 2) Planned maintenance windows are identified in the service description 3) Emergency maintenance windows are identified in the service description 4) Customers are responsible for licencing any Oracle software utilised |
| System requirements | Customers will require a modern browser to access the service |
User support
| Email or online ticketing support | Email or online ticketing |
| Support response times | All email and online support requests will receive an immediate automated response. The SLA associated with the specific contract will determine the actual response and resolution timescales, including any variation for weekends and bank holidays. This will typically range from 30 minutes to 2 hours. |
| 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 | Yes, at extra cost |
| Support levels |
UKCloud's standard support includes Customer Success Managers, Technical Account Managers, support engineers and a 24/7 Network Operations Centre. They aim to respond to ALL incidents within 15 minutes between 08:00-20:00 every weekday. Roc compliments UKCloud's support by managing the design, implementation and ongoing support of the solutions that are built upon on the secure IaaS platform. |
| Support available to third parties | Yes |
Onboarding and offboarding
| Getting started | All new customers are assigned a Roc Client Manager and a UKCloud Customer Success Manager that will provide proactive support and advise for the first 90 days. This also includes the assistance from devops and cloud architects to ensure the right solution is provisioned and maximised for the workloads, along with a range of user guides. |
| Service documentation | Yes |
| Documentation formats |
|
| Other documentation formats | Video |
| End-of-contract data extraction | The customer has complete autonomy of how data is stored and managed within their virtual environment. Data can be extracted either from within the VM (for example, copying data over virtual networks), or the entire VM (for example, exporting as a VMDK or OVF). |
| End-of-contract process | We will return all your data and materials which cannot be deleted or exported by you, and securely destroy all copies of your data on your written instruction. We will return any pre-paid sums for services not delivered to you. We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition. We will also return all of your confidential information, unless there is a legal requirement that we keep it. |
Using the service
| Web browser interface | Yes |
| Using the web interface | We provide a control panel allowing users to provision, manage and decommission various aspects of this service. It also allows users to interface with the UKCloud service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. Launch, manage and delete virtual network, compute and storage resources. Display network topology. Manage images including creation and recover of backups. Control access and security including key pairs, API access and floating IPs. Manage load balancers. |
| Web interface accessibility standard | WCAG 2.1 AAA |
| Web interface accessibility testing | None |
| API | Yes |
| What users can and can't do using the API | You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying APIs such as vCloud and OpenStack. These are compatible with tools such as Terraform and platforms such as AWS S3. |
| API automation tools | Ansible |
| API documentation | Yes |
| API documentation formats | Open API (also known as Swagger) |
| Command line interface | Yes |
| Command line interface compatibility | Linux or Unix |
| Using the command line interface | Customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI |
Scaling
| Scaling available | Yes |
| Scaling type |
|
| Independence of resources | In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand. |
| Usage notifications | No |
Analytics
| Infrastructure or application metrics | Yes |
| Metrics types |
|
| Reporting types |
|
Resellers
| Supplier type | Reseller providing extra features and support |
| Organisation whose services are being resold | UKCloud |
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 | 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 CHECK service provider |
| Protecting data at rest | Physical access control, complying with CSA CCM v3.0 |
| Data sanitisation process | Yes |
| Data sanitisation type |
|
| 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 |
|
| Backup controls | Users can architect their own above the hypervisor backup solutions utilising UKCloud's multiple data centres for offsite requirements and Cloud storage for longer term retention |
| Datacentre setup | Multiple datacentres with disaster recovery |
| 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 protection between buyer and supplier networks |
|
| Data protection within supplier network | IPsec or TLS VPN gateway |
Availability and resilience
| Guaranteed availability | 99.95% |
| Approach to resilience | Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur. |
| Outage reporting | All outages will be reported via the Service Status page and the notifications service within the UKCloud Portal. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate. |
Identity and authentication
| User authentication |
|
| Other user authentication | For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens. |
| Access restrictions in management interfaces and support channels | Customers have the option to raise a support request via telephone or email. UKCloud will always authenticate the identity of the user by validating known phone numbers and asking them for specific characters within their pre-agreed memorable word. The management interfaces are only available on the UKCloud network. |
| Access restriction testing frequency | At least every 6 months |
| Management access authentication | 2-factor authentication |
| Devices users manage the service through |
|
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 | LRQA |
| ISO/IEC 27001 accreditation date | 8th May 2012 |
| What the ISO/IEC 27001 doesn’t cover | Nothing |
| ISO 28000:2007 certification | No |
| CSA STAR certification | Yes |
| CSA STAR accreditation date | 28th October 2016 |
| CSA STAR certification level | Level 1: CSA STAR Self-Assessment |
| What the CSA STAR doesn’t cover | Nothing |
| PCI certification | No |
| Other security certifications | Yes |
| Any other security certifications |
|
Security governance
| Named board-level person responsible for service security | Yes |
| Security governance certified | Yes |
| Security governance standards |
|
| Information security policies and processes | In addition to CSA STAR, ISO27001, ISO27018 and ISO20000, this service has been formally accredited by a National Cyber Security Centre (NCSC) Pan Government Accreditor (PGA) for the services provided to the Department for Work and Pensions (DWP) |
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 | UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel. |
| Vulnerability management type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Vulnerability management approach | UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention. |
| Protective monitoring type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Protective monitoring approach | Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation. |
| 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 | UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution. |
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 | Oracle VM |
| How shared infrastructure is kept separate | At the compute/storage layer, consumers are separated via robust hypervisor controls based on VMware vSphere technology. This solution has been previously been validated by the NCSC PGA and the implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider. |
Energy efficiency
| Energy-efficient datacentres | Yes |
| Description of energy efficient datacentres | Roc's UKCloud services are CarbonNeutral® cloud services. We achieved this certification by working with Natural Capital Partners to measure and reduce our CO2 emissions across all sources used to deliver our cloud services to our customers. These include direct emissions from all owned or leased stationary sources that use fossil fuels and/or emit fugitive emissions, and emissions from the generation of purchased electricity and steam (including transmission and distribution losses) to power our servers. For our cloud services to achieve CarbonNeutral® status, an independent assessment of the CO2 emissions produced from direct and indirect sources required to deliver them was carried out, followed by an offset-inclusive emissions reduction programme. This means that for every tonne of greenhouse gas emissions we produce in delivering cloud services, we buy a verified carbon offset which guarantees that an equivalent amount of greenhouse gas emissions is reduced from the atmosphere through a renewable energy or clean technology project. |
Pricing
| Price | £0.08 per unit per hour |
| Discount for educational organisations | No |
| Free trial available | No |