CIVIC

Managed Hosting

Fully managed high availability ISO27001 certified hosting platform. The service can be delivered as a physical dedicated server(s), as fully managed VMs or as fully managed Linux containers. Virtualisation options include KVM and WMWare.

Features

  • IPV6
  • DDOS
  • ISO27001, ISO9001 and DCI Cyber essentials certified
  • UK Datacentres
  • Unlimited bandwidth
  • Daily encrypted backups with 90 retention
  • DNS hosting and management
  • OS, Web server, Application Server, database management and patching
  • No Single point of failure infrastructure
  • Windows, KVM, VMWare, Linux Containers

Benefits

  • Reduced cost of owership
  • Compliance
  • Monthly cost covering all your needs
  • Dedicated technical account manager
  • Public and Private Cloud
  • Custom implementations supported
  • Increased business continuity

Pricing

£50 per virtual machine per month

  • Education pricing available

Service documents

G-Cloud 9

524953722328599

CIVIC

Greg Rouchotas

0131 624 9830

gcloud@civicuk.com

Service scope

Service scope
Service constraints There are no constraints in our service
System requirements All requirements are dictated by client needs

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We usually reply to support request within 2 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing We have done some testing with assistive technology users
Onsite support Yes, at extra cost
Support levels We provide a dedicated technical account manage and a cloud support engineer.
Our support costs are available in our pricing document.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Users can sign up to the service by contacting our helpdesk. Initial on boarding support is provided as standard.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The users can extract their data in CSV format or any other method their application supports
End-of-contract process There are no additional charges at the end of the contract

Using the service

Using the service
Web browser interface No
API No
Command line interface Yes
Command line interface compatibility Linux or Unix
Using the command line interface Users can make any changes required using the command line tools and have full control over the service

Scaling

Scaling
Scaling available No
Independence of resources We operate multiple custers of servers to deliver the service and monitor the load to ensure optimal performance at all times. More information is available on request.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach Access complying to ISO 27001
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
Backup and recovery Yes
What’s backed up
  • All files, partitions, disks, virtual machines,physical servers are backed up
  • The backups are encrypted
  • 90 days retention all backups as standard
  • Daily backups
Backup controls The users can control what backups are performed and when by contacting our helpdesk
Datacentre setup
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

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
  • 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

Availability and resilience
Guaranteed availability We provide detailed SLAs for network and application uptime. Our SLAs are available on request.
Approach to resilience We operate multiple clusters of servers to deliver performance and resilience. The infrastructure is constantly monitored by our automated tools and alerts are raised for any event that needs intervention by our support team. DDOS protecting in place. More information is available on request.
Outage reporting Any outages are reported via email.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces is available only via private or VPN links.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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)
  • Dedicated device over multiple services or networks

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 13/05/2008
What the ISO/IEC 27001 doesn’t cover All our services are covered by our ISO 27001 certification
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essencials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We have a number of information security policies as dictated by ISO 27001. These include:
-Information Security Policy
-Access Control Policy
-Anti-Piracy Policy
-Backup Policy
-Bring your own device (BYOD) Policy
-Cloud Computing Policy
-Email & Internet Acceptable Usage Policy
-Leaving Policy
-Network Systems Monitoring Policy
-Password Policy
-Remote Access and Mobile Computing Policy
-Social Media Policy
-Virus Protection Policy

Our information security manual is reviewed and tested annually. The testers and external auditors report their findings to the board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We control our configuration and change management processes through our ISO27001 and ISO9001 policies
Vulnerability management type Supplier-defined controls
Vulnerability management approach We use external third parties to perform penetration testing on a regular basis. We also use internal industry standard scanners to perform bi-weekly penetration tests. IDS software is employed to ensure there are no breaches.
We monitor all major security lists to ensure we are notified of any threats in a timely manner.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use internal and external monitoring and Intrusion detection systems to identify potential problems or compromises.
In the event of a potential compromise our board level security officer is notified as well as the potentially affected clients.
We respond to potential incidents immediately.
Incident management type Supplier-defined controls
Incident management approach We have a number of processes to deal with common events.
Users can report incidents via email, telephone or online through our issue tracking system.
We provide reports and root cause analysis reports via email

Secure development

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

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used KVM hypervisor
How shared infrastructure is kept separate We use a number of virtualisation technologies like KVM, VmWare and linux containers. We operate public and private clouds depending on the client requirements. Separate VLANs are implemented to ensure client separation. If required by the client separate storage solutions can be employed to further separate client data.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £50 per virtual machine per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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