Leicestershire Health Informatics Service

Iaas - Infrastructure as a service

LHIS IaaS provides a fully managed best in class enterprise offering. The service provides fully managed server instances delivered to the customer preconfigured with a range of operating systems, antivirus, critical patches installed and back up routines in place. This is complemented by fast resilient N3 and internet network links.

Features

  • N3 and Internet Hosting

Benefits

  • Service Level Agreement
  • N3 and Internet Hosting
  • Centrally hosted at LHIS in Leicester
  • CRM supported
  • Secured but the LHIS IT Assurance Team

Pricing

£500 per server per year

Service documents

Framework

G-Cloud 11

Service ID

5 8 5 3 0 2 4 4 1 6 6 3 2 4 9

Contact

Leicestershire Health Informatics Service

Gemma Clayton

01162951321

gemma.clayton@leics-his.nhs.uk

Service scope

Service constraints
Constraints will be agreed with the customer before SLA is agreed
System requirements
Specific requirements are agreed with the customer

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times agreed by SLA. LHIS service desk operates 07:00 to 20:30 Monday to Friday and 08.00 to 13.00 Saturday excluding weekends and UK Bank Holidays. A 24 hour out of hour’s service is available for an additional surcharge. We also provide out-of-hours IT and Senior Management cover where there is a priority 1, urgent loss of service which has a direct impact on patient care and where there is no alternative.
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
Typically an SLA is drawn up detailing availability, resilience, redundancy and support arrangements and this is then managed during the lifetime of the system.

See below for standard response times within LHIS (which may differ if required). When calls are logged with our service desk we grade them with severities depending on the nature of the issue. The service desk operates according to ITIL change management procedures. Each severity has a standard response time as shown below. These standards are negotiable if required to meet customer needs, however customers should note this may have an impact on the service price.

Response Times
Severity Standard Response Times
1 8 Working Hours
2 16 Working Hours
3 24 Working Hours
4 40 Working Hours
5 10 Working Days
6 5 Working Days
7 5 Working Days
8 20 Working Days (from receipt into installation)

LHIS uses back office support and system functions from with the UK.

Service Levels are typically based on availability with varying options available from 99% to 99.9%.

Standard service hours for the reporting of incidents are 08:00 to 17:00 Monday to Friday excluding UK public holidays.

However 24 hour phone support can be provided at an extra cost.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
On boarding can cater for varying implementations including:
• Deploying new server instances
• Integration and deployment of physical legacy servers to the LHIS IaaS
• The migration of existing server instances to the LHIS IaaS
• Configuration of network, security and application configuration.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Off boarding from the LHIS IaaS service comprises of the complete removal of the managed infrastructure.

If the provision of one or more server instance configuration(s) or extractions of relevant data is required by the customer then this will incur a service fee based on the agreed process.
End-of-contract process
Following completion of any transfer and where agreed with the customer LHIS will delete all live server instances, data and backup copies of elements of the service using CESG approved procedures.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Dedicated infrastructure resource with agreement with the customer via SLA
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
  • Other
Other metrics
Other relevant metrics as agreed with the customer
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
Supplier-defined controls
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 another standard
  • Other
Other data at rest protection approach
Cyber Essentials Plus and ISO 27001
Data sanitisation process
Yes
Data sanitisation type
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
  • Full backup and restore subject to customer specification
  • Hot standby through to grandfather, father, son
Backup controls
Backup agreed in consultation with the customer to provide the most resilient service
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
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
SLAs are agreed on a customer to customer basis as they are bespoke to the contract.
Approach to resilience
Available on request
Outage reporting
Send email alerts and a customer facing dashboard

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)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
User access controls are assigned according to the requirements of the user and organisation
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)
  • 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

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
May 2016
What the ISO/IEC 27001 doesn’t cover
Current coverage is management of email.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • The Cyber Essential Scheme (IASME)
  • Certified Security Testing Professional
  • IASME Governance Standard
  • Metasploit Pro Certified Specialist (MPCS)
  • Rapid 7 Nexpose Certified Specialist
  • ISEB Information Security Management: Distinction
  • Certified Forensic Investigation Analyst: Distinction
  • EC-Council Computer Hacking Forensic Investigator
  • ISO 27001 Email System Management
  • Certified Information Systems Auditor

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Tigerscheme
Information security policies and processes
Public Sector and NHS standards for Information Security. ISO 27000 accredited.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
LHIS operates according to ITIL change management procedures
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We operate a security and vulnerability service which is run on a routine and cyclical basis this uses industry standard tools such as Nessus. We are also part of the CareCert alerting system.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We have a formalised incident response methodology which is designed to address issues and threats as they are identified.

These incidents are addressed with defined timescales, depending on their severity.
Incident management type
Supplier-defined controls
Incident management approach
Incident response processes are defined through NHS security and governance standards. These are delivered through local policy provisions.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

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
As specified above we use VMware and Hyper-V technologies

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£500 per server per year
Discount for educational organisations
No
Free trial available
No

Service documents

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