Atlas Cloud Ltd

Managed Infrastructure as a Service (through Microsoft Azure)

Managed Infrastructure as a Service allows access to hosted infrastructure coupled with managed services. We are a VMware, Citrix & Microsoft partner, solutions are delivered from our own or your own Microsoft Azure infrastructure. Atlas Cloud are ISO27001:2013 and BSI10012 certified.

Features

  • Management of Azure Active Directory
  • Monitoring of virtual machines & Storage
  • Management of Reservations & Storage Accounts
  • Escalations to Microsoft
  • Backup of Azure components
  • Virtual network & Network Security Group management
  • Update management of infrastructure
  • Log analysis
  • Service Health monitoring
  • Profile & key management

Benefits

  • Scalable - react quickly to business changes
  • Deal with peak demand
  • Agile, flexible and customisable depending on business needs
  • Fully managed service
  • Highly secure – ISO 27001:2013 certified

Pricing

£0 to £999,999.99 a transaction a month

Service documents

Framework

G-Cloud 12

Service ID

5 8 9 4 8 9 4 4 6 4 8 5 5 1 0

Contact

Atlas Cloud Ltd Tom Featherstone – Sales Manager
Telephone: 0191 674 02 82
Email: gcloud@atlascloud.co.uk

Service scope

Service constraints
Maintenance that resulted in the systems would always be agreed in advance at a suitable time for the customer.
System requirements
This solution is tailored to the users requirements.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response and resolution times are based on the priority of the incident / service request.
Critical Response 30 working minutes Resolution 4 working hours
High Response 30 working minutes Resolution 24 working hours
Medium Response 60 working minutes Resolution 48 working hours
Service Request Response 120 working minutes Resolution 120 working hours
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Visiting atlascloud.co.uk
Web chat accessibility testing
N/a - no requirement to do so
Onsite support
Yes, at extra cost
Support levels
Monday - Friday 07:00-18:00 as standard, extended support hours are possible at an additional cost depending on how much you extend the hours by. We do provide account management and have support engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Once an order is agreed and accepted, Atlas Cloud’s implementation team will begin the on-boarding process. This will involve building and configuring the application(s) / virtual machine(s) required by the customer and the migration of any associated data to the secure data centre environments. We provide a technical Project Manager to lead the design as well as an implementation team of experienced Architects and Senior Engineers to implement, test and transition to the Atlas Cloud. There would then be a handover to the Atlas Cloud support team which is staffed by experienced Engineers at 1st, 2nd and 3rd line levels of support. The entire process would be overseen by the CTO of Atlas Cloud from the very beginning, throughout the delivery and ongoing support thereafter. Atlas Cloud uses the IT Service Delivery Management framework, ITIL, and all of the support processes are designed around this. In addition, we hold ISO certifications in 9001, 14001, 27001:2013 and BSI10012.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
If the client wishes to change to a different IT provider, the first step is for the client to file a request to leave. Next, an End of Contract date is agreed. Data is then collected via the client from the Atlas Cloud data centre or placed in an encrypted location at the request of the client. Atlas Cloud do not keep unencrypted data outside the data centre. The customer can extract their data at any time, whether by self-service request or a request for Atlas Cloud to perform on the customer’s behalf. The cost of this will be based upon a time and materials basis. Client owned licenses are subsequently handed back to the client and any rented hardware is returned to Atlas Cloud. Finally, the client’s data is deleted from the systems and a confirmation is sent to the client.
End-of-contract process
The cost of the contract only covers the contract and not and additional work needed to exit the contract. We would charge an hourly rate for any additional work that needs to be completed as part of the contract end.

Using the service

Web browser interface
Yes
Using the web interface
N/A
Web interface accessibility standard
None or don’t know
How the web interface is accessible
This is not something that we have looked at.
Web interface accessibility testing
None as we have not had a requirement to do this.
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Dedicated hosts, dedicated storage and dedicated 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
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
European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
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
  • 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
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Virtual Machines
  • Files
  • Databases
Backup controls
We control the backup schedule, should the user wish to change this we would request that they make this request in writing.
Datacentre setup
Single datacentre with multiple copies
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
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.9% uptime guaranteed. Service credits can be available on request.
Approach to resilience
Available upon request
Outage reporting
Email or text alerting.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
We have separate accounts for management and administration. Separate VLANs between management servers and other.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks
  • 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
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
ISOQAR
ISO/IEC 27001 accreditation date
12/08/2014
What the ISO/IEC 27001 doesn’t cover
Nothing is excluded
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
Atlas Cloud follows ISO 27001. The information security policy is sent to all employees and confirmation of adherence is recorded.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have an change management process that has a multi level approval process and a dedicated changed manager. Components of the service are monitored and maintained with any risks to service noted on a risk register.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have mechanisms for threats to be flagged by our monitoring system and the engineers that work on the systems. We can deploy emergency patches in line with our change management process. We have three standard change windows per week.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use various software to monitoring our systems, the software auto creates an incident into our incident management system when a threshold is breached. The incident is then categorised and prioritised and the appropriate SLA assigned. Dependant on the priority the incident is responded to within 30-120 minutes.
Incident management type
Supplier-defined controls
Incident management approach
We have standard operating procedures for common events that are documented. Users can report incidents via phone, email or we have a client portal that clients can log and update incidents via. We email incidents reports at the end of every month.

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
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
VLANs and NTFS permissions. Dedicated hosts where required. Dedicated virtual machines.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Our Data Centre provider is accredited at the Code of Conduct’s Participant level and are actively engaging in reducing energy consumption whilst delivering business critical datacentre services.

Pricing

Price
£0 to £999,999.99 a transaction a month
Discount for educational organisations
No
Free trial available
No

Service documents