PGS SOFTWARE SP Z O O

Managed Amazon Web Services (AWS)

AWS provides a range of storage, compute, and public cloud services that enable you to innovate your business, swiftly deploying new applications and scaling based on demand. Our service will help maintain the operational performance of your services, ensure good security practice and manage cost control.

Features

  • Full range of Amazon Web Services (AWS) available.
  • Standard AWS price list.
  • Amazon Web Services procured and managed for you.
  • Includes patching, security, backups, monitoring of AWS VMs and databases.
  • Suitable for multi-cloud solutions with Managed Azure.
  • PGS is an Advanced Consulting Partner for Amazon Web Services.

Benefits

  • Minimize infrastructure costs and only pay for capacity used.
  • Focus on priorities while we manage your AWS services.
  • AWS cloud supports secure, well-managed and highly flexible hybrid solutions.
  • PGS as a single point of contact for billing.
  • Guarantee enterprise uptime with ITIL-aligned service management.
  • Build failure resilient applications across multiple AWS Availability Zones.
  • AWS knowledge transfer guaranteed.

Pricing

£0.00 a unit an hour

Service documents

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 adalby@pgs-soft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 5 0 6 9 0 1 9 9 6 2 6 8 6 6

Contact

PGS SOFTWARE SP Z O O Andrew Dalby
Telephone: +44 (0)770 353 6786
Email: adalby@pgs-soft.com

Service scope

Service constraints
None
System requirements
None

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Service Mon-Fri 9 am - 5 pm
Priority 1 incidents are responded to within 8 hours.
Priority 2 within 24 hours.
Priority 3 within 72 hours.
Priority 4 within 7 working days.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
We use standard Microsoft Office 365 products.
Onsite support
Yes, at extra cost
Support levels
All support is included within the cost of the product including technical support related to the PGS Software service/product. Additional support levels may consist of either a specified engagement agreement (for Consulting or Delivery engagements), or a PGS Software partner agreement (for contracts requiring SLA).
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide a fully managed on-boarding process.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Data can be copied off customer EC2 instances using SFTP or equivalent prior to contract end. Data can be extracted from databases using SQLDump or equivalent and then transferred as per above.
End-of-contract process
Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism.

Buyers pay for the services they use to the point of account termination.

Supplier customers retain control and ownership of their data. Supplier will not erase customer data for 30 days following an account termination. This allows customers to retrieve content from Supplier services so long as the customer has paid any charges for any post-termination use of the service offerings and all other amounts due.

Using the service

Web browser interface
Yes
Using the web interface
Users can manage all aspects of the AWS service using the AWS management portal.
Web interface accessibility standard
WCAG 2.1 AAA
Web interface accessibility testing
None or don’t know
API
Yes
What users can and can't do using the API
All aspects of the AWS service can be managed using the API.
API automation tools
  • Ansible
  • Chef
  • Terraform
  • Puppet
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
All functionality is available via the CLI.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
The AWS hypervisor enforces memory and process separation between virtual machines.
Usage notifications
Yes
Usage reporting
Email

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
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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 once a year
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • VM storage
  • Databases
Backup controls
Backup schedules are agreed during customer onboarding.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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
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

Guaranteed availability
99.9%
Approach to resilience
AWS services are delivered from multiple availability zones worldwide. When deploying customer services to AWS, PGS Software can ensure that services span multiple availability zones to ensure service resilience.
Outage reporting
Public dashboards and email alerts.

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 and support channels is restricted through a combination of username and passwords, multifactor authentication, firewalling, IP restrictions, the use of bastion hosts as appropriate.
Access restriction testing frequency
At least once a year
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)
  • 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

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time 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
DEKRA Certification GmbH
ISO/IEC 27001 accreditation date
03/09/2018
What the ISO/IEC 27001 doesn’t cover
All PGS activities related to the provision of this service are covered.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
PGS Software is certified as compliant with ISO/IEC 27001:2013 (Certificate: DS-0715014/1) by DEKRA Certification GmbH.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
PGS is following ITIL Change and Configuration Management for effective management and control of its infrastructure. PGS change management incorporates a Change Management Database (CMDB), with all service support and delivery modules linked to the CMDB to ensure a complete and accurate view of customer estates.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
PGS Software subscribes to vendor support services to ensure we are operating in line with the latest recommendations and are made aware of any potential vulnerabilities. The patch deployment policy is ITIL aligned and undertaken in accordance with our ISO27001 security policy. For patching of Windows, we follow a cycle in line with Microsoft’s "Patch Tuesday”. Our processes allow for exceptional patching required in emergency maintenance to protect your service from vulnerabilities. Notifications are sent to ensure that customers are informed of planned works and all patches are tested before deployment to live.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
PGS Software uses cloud-native applications for the collection, monitoring, analysis, alerting and reporting of all IT event, log and performance data. A comprehensive suite of highly configurable rules allow alerts to be sent in response to malicious activity and performance-impacting events, all of which is included as standard in the service.
Incident management type
Supplier-defined controls
Incident management approach
PGS Software incident management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed time frames. Customers can report incidents via phone, email or support portal. The incident management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed time frames.

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
Third-party
Third-party virtualisation provider
Amazon Web Services (AWS)
How shared infrastructure is kept separate
The AWS hypervisor enforces memory and process separation between virtual machines.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Details are provided at: https://aws.amazon.com/about-aws/global-infrastructure/

Pricing

Price
£0.00 a unit an hour
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
https://aws.amazon.com/free
Link to free trial
https://aws.amazon.com/free

Service documents

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 adalby@pgs-soft.com. Tell them what format you need. It will help if you say what assistive technology you use.