A fully managed Drupal hosting service covering the whole software stack including operating systems, web servers and database. Our Drupal specific hosting experience gives you a single point of contact with Drupal experts for all hosting matters.
- 99.5% uptime SLA on Standard Dedicated Server
- 24/7 Support and Monitoring via our UK Service Desk
- Dedicated isolated environments not shared with any other clients
- Production and Staging environments for each domain being hosted
- Linux operating system management including security patching
- Fully hosted and managed GIT version control
- Fully hosted and managed GIT version control
- Fully managed backup with minimum 2 week retention
- Support beyond the LAMP stack: reverse proxy Varnish, MySQL replication
- Amazon Web Services (AWS) Consulting Partner
- Single point of contact for all hosting issues
- Proactive performance troubleshooting and optimisation
- 24/7 Uptime monitoring and reporting
- Management of firewall
- Drupal specific support over and above traditional hosting providers
£6000 to £17000 per unit per year
Ixis IT Limited
|Service constraints||Linux based PHP Applications only.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Infrastructure support is provided 24/7
P1 Emergency - Acknowledge immediately - 30 Minute response time -
Restore service in 2 hours.
P2 High - Respond within 2 hours - Restore service / best efforts fix in 4 hours.
P3 Normal - Respond within 4 hours - Restore service in 2 normal working days.
P4 Low - Respond within 2 working days - Resolve to be discussed.
P5 Feature Request - To be discussed on calls.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Support levels||A dedicated infrastructure team are on hand in-house for support queries, on-boarding and any business changes requested.|
|Support available to third parties||Yes|
Onboarding and offboarding
User accounts generated.
Access level defined.
Tutorial videos for using the web UI available on YouTube.
|End-of-contract data extraction||
Data can be extracted and supplied to users in any way they prefer.
We've flexible to requirements.
We manage the transition to and from our service ensuring an uninterrupted experience.
There are no expected off-boarding costs to be incurred unless specific consultancy is required.
Using the service
|Web browser interface||No|
|Command line interface||No|
|Independence of resources||No sharing of infrastructure or networking takes place unless agreed with the user (eg, hosting of multiple web services on the same server). This prevents the actions of users from impacting another service.|
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Amazon Web Services|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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 every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|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||The service is fully managed by the supplier.|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
99.5% uptime SLA on Standard Dedicated Server
24/7 Support and Monitoring via our UK Service Desk
Dedicated isolated environments not shared with any other clients
Production and Staging environments for each domain being hosted
Linux operating system management including security patching
Fully hosted and managed GIT version control
Fully hosted and managed GIT version control
Fully managed backup with minimum 2 week retention
Support beyond the LAMP stack: reverse proxy Varnish, MySQL replication
Amazon Web Services (AWS) Consulting Partner
On a case by case basis we can offer service credits which are discussed as part of the contract process
|Approach to resilience||
Datacentre contingency plans and incident response playbooks are maintained and updated to reflect emerging continuity risks and lessons learned from past incidents. Plans are tested and updated through the due course of business (at least monthly) and the Resiliency plan is reviewed and approved by senior leadership annually. Services are continuously monitored.
The datacentre operator continuously monitors service usage to project infrastructure needs to support availability commitments and requirements. They maintain a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently (e.g., weekly). In addition, the capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.
The service itself (the "stack", running on the infrastructure) is designed to be as resilient and self-healing as possible, with continuous monitoring of running services and automated systems to attempt recovery and mitigation in the event of software error.
Incidents (high error rates, unusual resource usage, etc) and outages (service failure, web site unavailable, etc) are reported directly to responsible parties via e-mail and/or pager system, as well as being reported to our internal chat system where teams can coordinate and resolve issues.
An API and public/private dashboard is available upon request.
Identity and authentication
|Access restrictions in management interfaces and support channels||
A username and password pair is required to access the deployment system.
An ssh publickey is required to associate with a username and password pair for Git code access.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Devices users manage the service through||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 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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||No|
|Security governance accreditation||No|
|Security governance approach||
The datacentre and cloud services are ISO 27001:2013 certified.
Internally, we follow similar processes and are aiming to achieve certification. We maintain security policies, provide security training to employees, and perform application security reviews. These reviews assess the confidentiality, integrity, and availability of data, as well as conformance to policy.
The network provider maintains a dedicated security team, with a Chief Information Security Officer (CISO). This team establishes and maintains policies and procedures to delineate the minimum standards for logical access on the platform and hosts. The policies also identify functional responsibilities for the administration of logical access and security.
|Information security policies and processes||We follow the guidelines set by ISO 27001 where possible. Our policies and documentation sets out requirements and best practices for a systematic approach to managing company and customer information that’s based on periodic risk assessments of the confidentiality, integrity, and availability of this information. Our operational risk reporting process ensures that responsible parties are aware of potential or existing security risks. Constant review and refinement of processes, including regular Management Review meetings, ensure that policies are followed and are achieving their goals. Our objective is to ensure that procedural, personnel, physical and technical controls continue to work through the lifetime of a service, and that we can respond to changes, technological developments and the appearance of new threats.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Our service desk is ITIL certified, and we follow the processes and guidelines laid out by this framework to manage the service and all changes. Changes are assessed for their impact and risk, and a process of continual identification, monitoring and review of the levels of IT services specified in the SLA ensure that quality is maintained. All changes are implemented through a version-controlled configuration management system and progress through a series of automated and manual testing steps before being applied to the 'live' infrastructure. This systematic approach ensures that changes to services are reviewed, tested, approved and communicated.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
The vulnerability management sub-principle and related processes within the datacentre and cloud services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes.
The "stack" (operating system, software, and applications) receives automated security patching for all software directly from the OS maintainers, with security patches applied as soon as they are available and have been tested on pre-production environments. Alerts and newsletters are available from the maintainer, and staff monitor a number of respected advisory services for news.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Systems within the datacentre are extensively instrumented to monitor key operational and security metrics. Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key metrics. When a threshold is crossed, the incident response process is initiated. The Incident Response team employs industry-standard diagnostic procedures to drive resolution during business-impacting events.
Security monitoring tools help identify several types of denial of service
(DoS) attacks, including distributed, flooding, and software/logic attacks. When DoS attacks are identified, the incident response process is initiated. In addition to the DoS prevention tools, redundant network capacity is available.
|Incident management type||Supplier-defined controls|
|Incident management approach||Policies exist that describe our response process for common events, with coordination and escalation available for non-standard incidents. Users report incidents through our ITIL service desk, and are kept updated with the progress and state of the incident throughout the event. Full incident reports are provided in the event of serious incidents (for example, extended outages or security events).|
|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||Supplier|
|Virtualisation technologies used||Other|
|Other virtualisation technology used||Xen hypervisor|
|How shared infrastructure is kept separate||
Customer instances have no access to raw disk devices, but instead are presented with virtualized disks. The disk virtualization layer automatically erases every block of storage before making it available for use, which protects one customer’s data from being unintentionally exposed to another. Encryption is supported.
A mandatory firewall is enabled in a default deny-all mode and ports must be explicitly opened to allow inbound traffic. Each client is hosted within an isolated Virtual Private Cloud, preventing network connections from any other systems. "Sniffing" of network traffic is prevented at the hypervisor and interface level.
|Price||£6000 to £17000 per unit per year|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|