Exponential-e Ltd

Hybrid Cloud Infrastructure as a Service (IaaS)

IaaS delivered on a private network mitigates risks associated with Cloud adoption by remaining on the clean side of the firewall, providing private and secure access to your business on shared or dedicated virtualisation infrastructure. Create, build and manage highly performant virtual servers on all flash storage.

Features

  • Enterprise level hardware and virtualisation software
  • Geographically diverse locations (UK based) in Tier III datacentres
  • Automation with self-service portal
  • Microsoft Server Operating System licenses included
  • 24x7x365 service support
  • Fully Redundant architecture
  • Monitoring and Management of servers available
  • Hybrid Cloud - shared and private platforms available
  • Flexible connectivity options - SDN, VPLS, Internet
  • All Flash Storage for all virtual machines

Benefits

  • Offloading infrastructure management burden
  • Increased resilience over traditional server technology
  • Improved IT Agility - significantly reduce time to implement
  • Flexible commercial models to meet budget requirements
  • Reduce Total Cost of Ownership by flexing infrastructure spending
  • Maximised server availability over multiple UK cloud nodes
  • Improved Business Continuity and Disaster Recovery
  • Faster response times to external factors impacting your business performance
  • Enables internal IT personnel to focus on application and users

Service scope

Service scope
Service constraints Planned and Emergency Works Exponential-e will adhere to the following maintenance windows: ‘Planned Maintenance’ means pre-planned maintenance the infrastructure relating to the service. Planned Maintenance activity may result in periods of degradation or loss of availability. In such cases, Exponential-e will aim to provide at least 14 days’ notice via email of any planned works and shall aim to perform them between 00:00 and 06:00 GMT/BST. ‘Emergency Maintenance’ Exponential-e reserves the right to carry out emergency works at any time, without notice. Every effort shall be made to contact customers before the commencement of emergency maintenance.
System requirements
  • Management of virtual machines as an additional service
  • Anti-virus can be provided as an additional service
  • Exponential-e provided VM templates or "bring your own"
  • Customers can bring licenses with software assurance
  • Backup of VMs can be provided as an additional service
  • Security Operations can be provided as an additional service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 Hour
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 Each Infrastructure as a Service site - 99.9% Dual Site solution with replication - 99.95% target Our customers are at the heart of everything that we do; from the solutions that we sell to offering a 24x7x365 UK based Service Desk as standard, we offer our customers only the very best. Flexible and modular managed services can be layered on top of our infrastructure services, covering backup and patching through to full managed server applications. Infrastructure and network monitoring 24x7x365 through our Insight Portal. Exponential-e employees aim to exceed expectations with innovation and service. They are open and transparent in their approach to ensure that our customers are kept updated at every step of the process. All customers are provided with a commercial and technical account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Exponential-e is able to offer managed on-boarding through a variety of technologies and techniques: • Import from Open Virtualization Format (OVF) files • Import from common hypervisor files (VMDK etc.) • Online replication tools to take an image of the source virtual machine and incrementally update it until cut-over • Application level replication (i.e. SQL mirroring, log shipping, backups etc.) • Customised Exponential-e WAN circuits (layer 2 or layer 3 as appropriate) to facilitate the above options • Internet or physical transfer of images • Synchronisation VIA Server replication The on-boarding process will be managed by Exponential-e’s dedicated Cloud Project Management team using PRINCE2 project management methodology.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The customer may extract their application based data at any point during the contract term by self-service. At the end of the term and/or if the contract is terminated, the Service Migration provisions will apply. If customised data transportation, data extraction or full virtual machine export services are required these will be charged at the prevailing time and materials day rate listed in the pricing section below. In order to action these customised services, an off-boarding service request must be raised via the Exponential-e Service Desk and due to the fact those services have not been not included within Exponential-e’s G-Cloud catalogue entry and thus do not fall within the Framework Agreement and Call Off Agreement, Exponential-e’s standard terms and conditions for professional services would apply.
End-of-contract process At the end of contract, customers will be able to export their data. At the point of termination, all customer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored.

Using the service

Using the service
Web browser interface Yes
Using the web interface The Exponential-e shared IaaS is built on VMware vCloud Director (vCD), which includes a RESTful API interface to enable programmatic access and management of virtual assets. The extensive API list can be used to undertake many common activities, such creating/power up/power down machines and clone machines.
Web interface accessibility standard WCAG 2.1 AAA
Web interface accessibility testing Details available on request.
API Yes
What users can and can't do using the API The Exponential-e shared IaaS is built on VMware vCloud Director (vCD), which includes a RESTful API interface to enable programmatic access and management of virtual assets. The extensive API list can be used to undertake many common activities, such creating/power up/power down machines and clone machines.
API automation tools
  • Chef
  • Puppet
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Our platform is fully capacity managed with pre-defined thresholds to initiate additional scaling at compute and storage layers, whilst complying with virtualisation best practises such as not contending RAM. We also offer dedicated clouds and reservation clusters to ensure requirements are fine tuned to customers requirements for isolation and performance guarantees.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 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 Tigerscheme qualified provider or a CREST-approved service provider
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
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
  • Virtual machines
  • Folders and Files
  • Mail Servers
  • Application servers
  • Databases
  • Office 365
  • Sharepoint Online
Backup controls Users have access to full backup and restoration functionality via a console or web interface. Please see our Cloud Online Backup service description for more information.
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
  • 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)
  • Other
Other protection between networks Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.

Availability and resilience

Availability and resilience
Guaranteed availability Availability is calculated on a calendar monthly basis using a 730 hour month. Each shared IaaS platform is provided with a 99.9% availability SLA. Replicated and HA VMs will target 99.95% availability. The Service Credit is applied as a percentage of the IaaS Platform Monthly Charge for the HA-VMs and Replicated VMs that are Unavailable (calculated on a pro-rata basis). Monthly Charge is the Annual Charge divided by 12. > 0.01 Below required level 5%> 0.1 Below required level 10% > 0.5 Below required level 15%
Approach to resilience We leverage multiple minimum-Tier III grade UK data centres with all services designed on fully redundant physical architecture. Combined with our backup and replication technologies, customers can achieve maximised availability and service resilience.
Outage reporting Service report outages are reported in real-time via: - a customer dashboard - email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Details available on request.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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 BSI
ISO/IEC 27001 accreditation date 13/04/2018
What the ISO/IEC 27001 doesn’t cover Not applicable
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 13/04/2018
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Not applicable
PCI certification Yes
Who accredited the PCI DSS certification Blackmores UK
PCI DSS accreditation date 19/3/2019
What the PCI DSS doesn’t cover Hosting Provider – Applications, Storage, Security Services, shared hosting, Online Hosting, Managed Services – System Security, IT Support, Backup, Cloud Services Payment Processes – All payment services
Other security certifications Yes
Any other security certifications CAS(T) NCSC-264868406-1689

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards Exponential-e are CAS(T) and Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.
Information security policies and processes Exponential-e operates an ITIL standards service desk and change management process, ensuring that all changes are reviewed and approved by approproiate level prior to implementation. Customers are notified of change activity initiated by Exponential-e, while customers nominate a change approver for customer-initiated requirements.

Operational security

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 Details available on request.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Details available on request.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Details available on request.
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 Details available on request.

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 VMware
How shared infrastructure is kept separate Services separation is assured by assurance of service design. Services management separation is assured by service design

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres • All our Data Centres are ISO14001 accredited organisations with robust environmental management systems • Procuring consumed energy from sustainable energy sources wherever possible • Ensuring the use of hot/cold aisle cooling design in our Data Centres, which reduces energy consumption as the cooling is more efficient and helps our customers to reduce their carbon footprint

Pricing

Pricing
Price £0.085 per gigabyte per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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