SecureCloud+ Limited

Managed Hybrid Cloud Services

Designed for UK Defence/National Security & Public Sector, the Hybrid Cloud service delivers a scalable platform integrating both private and public cloud, leveraging cloud commercial models and maximizing your current private cloud deployment, based upon a tiered security architecture for handling sensitive and non-sensitive data.

Features

  • Integrated management of computing, hosting and storage environments
  • Secure erase functionality to meet regulatory compliance mandates
  • Leverage applications moving data between public and private platforms
  • Local branch-office capability for sites with bandwidth performance challenges
  • Secure integration with Microsoft Azure and Amazon Web Services
  • Enables the development of applications in a secure sand-box environment
  • Integration of bespoke applications
  • Business critical data management for Disaster Recovery scenarios

Benefits

  • Fully managed service removes the demand on internal IT resources
  • Handle computer-intensive tasks whilst maintaining regulatory compliance
  • Increases availability and business value of legacy and current data
  • Improved security posture reducing attack surface/better managing data transmission
  • Greater flexibility across data access, exploitation and sharing
  • Improved experience through acceleration technology and rapid availability of applications
  • Financially efficient as capabilities scale in-line with user/operational demands
  • Increases productivity and facilitates local/remote collaboration through shared info/apps
  • Shift computing resources off premise improving availability, scalability and reliability
  • Supports all business critical and operational applications and services

Pricing

£4 a unit a month

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 Contact@securecloudplus.co.uk. 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 1 7 4 6 5 7 4 0 1 7 5 4 3

Contact

SecureCloud+ Limited Louis Crick
Telephone: 0330 123 3633
Email: Contact@securecloudplus.co.uk

Service scope

Service constraints
The service will be subject to planned maintenance activities inline with customer service management plan
System requirements
Minimum conditions will be set dependent on customer requirement

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1 = 15 Mins
Priority 2= 4 Hrs
Priority 3 = 12Hrs
Priority 4 = 24Hrs
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None
Onsite support
Onsite support
Support levels
Onsite support provided to meet the following SLAs:

Priority 1 - 8 hours
Priority 2 - 16 hours
Priority 3 - 24 hours
Priority 4 - 48 hours

A Client Service Manager is allocated to each contract as the key customer support resource contact. Additional onsite support will be provided by SecureCloud+ engineering support team.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
SecureCloud+ will initiate a formal project to manage the on-boarding process. The initial stages of the project will include Start-up, Project Management Plan (PMP) and Stakeholder engagement and will establish the following:

• Project plan
• Communications plan
• Risk management log
• Service Design Pack (SDP)Technical Design Documents:
o High Level Design
o Low Level Design
• Service Management Plan (SMP)
• Service transition plans for:
o Migration
o Testing and Acceptance
o Training
o Exit

The appropriate training for users of the service will ensure they are familiar with the capability, functionality and can therefore realise the benefits as quickly as possible. A training plan will be created at the Service Transition stage of the on-boarding process. The delivery of the training plan will include relevant user guides, appropriate use policies and work instructions as well as documented FAQs.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Six months prior to the termination or expiry of the contractual agreement SecureCloud+ and the Customer will engage in the creation of an Exit Plan. The Exit Plan will detail the actions that need to be completed in order to terminate the Service. This will could include:

• Notification to Case Officer and Accreditor that the service will be terminated
• The method of format of data transfer or destruction in line with System Accreditor requirements
• Decommissioning of any physical infrastructure installed at the customers premises
• Supplier resources assigned to the support of the Service will be reassigned once the Service Termination actions have been completed.
• Confirmation of target dates for each action and the resources required to carry out the actions. The resources are likely to be required from both the Supplier and Customer organisations.
• Customer sign off of the plan and authorise the Supplier to commence the exit process on the agreed date.
• Health & Safety and Risk Assessments
• Service exit criteria.

The Off-Boarding process will be as per the standard G-Cloud Framework Off-Boarding process.
End-of-contract process
The Exit Plan will detail the actions that need to be completed in order to terminate the Service. This will could include:

• Notification to Case Officer and Accreditor that the service will be terminated
• The method of format of data transfer or destruction in line with System Accreditor requirements
• Decommissioning of any physical infrastructure installed at the customers premises
• Supplier resources assigned to the support of the Service will be reassigned once the Service Termination actions have been completed.
• Confirmation of target dates for each action and the resources required to carry out the actions. The resources are likely to be required from both the Supplier and Customer organisations.
• Customer sign off of the plan and authorise the Supplier to commence the exit process on the agreed date.
• Health & Safety and Risk Assessments
• Service exit criteria.

The exit plan will also highlight the expected costs covering elements such as:

• Asset removal
• Data destruction
• Unexpired value of deprecated asset not covered in contract value
• Resource required to accomplish transition/knowledge transfer

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Application usage is controlled via bandwidth load balancing in certain circumstances a customer may have a virtual organisation where resources will be dedicated to that customer community.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

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
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
Managed by a third party
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 CSA CCM v3.0
  • 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
  • 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
  • Files
  • Virtual Machines
  • Databases (e.g. Storage, User Profiles)
  • System Configuration
Backup controls
As part of the managed service Recovery Point Objective and Recovery Time Objective will be defined and agreed based on User requirement.
Datacentre setup
Multiple datacentres with disaster recovery
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
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
SecureCloud+ provides comprehensive service management packages; Bronze, Silver, Gold

The Gold service guarantees an availability SLA which will be agreed with the customer over the service period (example 99.95%).

Where there are specific service requirements which differ from the standard packages, the requirement will be captured and priced during Solution Discovery.
Approach to resilience
Available on Request
Outage reporting
Service outages are reported on a public dashboard, email alerts and via monthly service reporting.

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
Bastion server - no direct access to management interfaces, only accessible by a registered IP address.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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)
  • 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)

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 Assessment Bureau
ISO/IEC 27001 accreditation date
27/06/2018
What the ISO/IEC 27001 doesn’t cover
All of the operations and internal departments are within scope at both Reading and Crewe sites, services provided to customers are covered by accreditation at the appropriate government classification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • DIAS Accredited RMADS
  • CyberEssential+
  • CCM CSA V3.0.1

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
The Security Manual describes the reporting structure for the Company, this details each person's responsibility up to and including the Board.
Services are accredited to the appropriate classification. RMADS document sets are produced for each service detailing the security policies and processes. Each Service is policed by the Senior Information Security Manager at SecureCloud+.

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
Customer RFCs will be raised through the Service Desk and will be managed via a Change Advisory Board who will establish the service boundaries from 3 levels of functionality:

• User Service Request
• Minor Change Request
• Major Change Request

Upon approval the System Design Authority will be responsible for producing the High-Level Design and, the Low Level Design for any proposed change to a service.  

After which the following procedural steps will take place:

• Test & Evaluation
• Quality Check
• Change Implementation
• Back Out Plan
• Request for Change Completion  
• Change Wash-up
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Each service goes through a stringent risk management and accreditation assessment to ensure the relevant security incident and event monitoring technology and processes meet the guidelines set by GPG 13.

SecureCloud+ platforms are tested for vulnerability threat assessment by accredited companies annually.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
A number of SIEM best practices are employed in safeguarding and monitoring information within SecureCloud+ managed service such as

o Compliance
o Access control
o Perimeter Defenses
o Resource Integrity
o Intrusion Detection
o Malware Defense
o Acceptable Use

In the event of a security incident the task of reporting the action will be carried out by SecureCloud+ who will liaise with the relevant parties and collate the security information in accordance with MOD policy - GPG 13:

• This information will be made available when requested by the customer authority
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
• The End-User contacts the Service Desk (SD) to log the call and is provided a reference number and applied a priority.

• The SD will then perform first-line diagnostics for the Incident. If the initial diagnosis and rectification action clears the Incident, then it is closed with the agreement of the End-User.

• If the incident is still current, it will be assigned a resolution group.

• If the incident is resolved and agreed with the End-User then it is closed. If however the Incident cannot be resolved within the SLA, then the escalation process will begin.

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
VMware
How shared infrastructure is kept separate
Each client is separated into a Virtual Data Centre (VDC) enabling logical separation of customer data. Additional security protocals, processes and procedures are provided as part of the service.

Management access is provided via a bastion server - no direct access to management interfaces, only accessible by a registered IP address.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
All data centres used by UKCloud are provided by UKCloud’s Alliance Partner “Ark Data Centres” and adhere to the EU Code of Conduct. Ark has been a participant in the Scheme since 2013, and evidence of their participation can be viewed at:
http://iet.jrc.ec.europa.eu/energyefficiency/ark-data-centres-3-data-centres

Pricing

Price
£4 a unit a month
Discount for educational organisations
No
Free trial available
No

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 Contact@securecloudplus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.