Capita Business Services Limited

Private Cloud as a Service - OFFICIAL and OFFICIAL SENSITIVE

Capita IT Services provides access to a high performance, secure, Infrastructure as a Service (IaaS) platform. This private cloud service offers scalable and resilient compute and storage with optional backup and disaster recovery capabilities suitable for the hosting of OFFICIAL data and applications.

Features

  • Resilient UK Data centres
  • Fully managed IaaS with licensing including the Operating System
  • Rapid provisioning via a self-service portal
  • Delivered across a secure network environment meeting ISO 27001
  • Selectable performance options for CPU, RAM and storage
  • Additional services including DR, enhanced Backup and Security tooling
  • Pay-as-you-use charging options with no minimum commitment
  • Staffed by dedicated teams, including accredited consultants
  • Up to 99.99% availability SLA
  • Capita IT Services, a Capita company

Benefits

  • Provides a cost-effective alternative to traditional hosting and on-premise deployments
  • Pay-as-you-go pricing: no up-front investment is required
  • Allows staff to become more responsive and focused on development
  • OPEX pay-as-you-use charging options with no minimum commitment

Pricing

£3.09 per virtual machine per day

  • Free trial available

Service documents

G-Cloud 11

592747274339151

Capita Business Services Limited

Capita Business Services Ltd

08702407341

engagewithus@capita.co.uk

Service scope

Service scope
Service constraints No
System requirements
  • Implemnetation will be coordinated by a Capita IT Services TDA
  • Connectivity to Capita’s secure private network.
  • Connectivity to PSN and N3 networks are also available
  • Users outside the Capita Network need Capita Access and VDIs
  • Please see Service Definition for further details.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times "Targets are measured and reported monthly across the entire hosting platform
Calls answered within 20 seconds >=80%
Calls answered within 60 seconds >=90%

P1 Incidents, response within 30 mins, 95% resolved within 4 working hours.
P2 Incidents, response within 60 mins, 95% resolved within 8 working hours.
P3 Incidents, response within 4hours, 95% resolved within 8 working hours.
P4 Incidents, response within 4 hours, 95% resolved within 3 working days.

Incident management, escalations and emergency operations are described further in our Service Definition Document. "
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 No
Onsite support Yes, at extra cost
Support levels Please refer to the service description
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Please engage with Capita IT Services to ensure the correct service and options are identified. We will supply a full statement of works and proof of concept (if required). All customers are onboarded by our TDA, providing a Statement of works detailing the work required prior to BAU.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Customers will be responsible for extracting data prior to the end of contract.
End-of-contract process Please see Service Definition Document

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Customer segregation & Terms of use agreements.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Network
  • Other
Other metrics Real-time management information
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 No
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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
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
Backup and recovery Yes
What’s backed up Please see Service Definition Document
Backup controls Selected at the start of the agreement, automated backup processes put in place.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups Users schedule backups through a web interface
Backup recovery Users contact the support team

Data-in-transit protection

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
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

Availability and resilience
Guaranteed availability Please see Service Definition document
Approach to resilience Available on request
Outage reporting Email alerts, notification from Service Desk

Identity and authentication

Identity and authentication
User authentication Other
Other user authentication User authorisation process will be established and followed as part of service take-on.
Access restrictions in management interfaces and support channels Access to administrator functions are restricted, only being available to those individuals that have been granted permissions.
Access restriction testing frequency At least once a year
Management access authentication Other
Description of management access authentication Management access is granted by the use of separate administrative username & (strong) passwords, using Microsoft and/or Linux Directory Services.
Where access is required on an occasional basis, we would recommend that customers also take Service Desk services from Capita, to allow us to disable Administrative accounts when access is no longer required and re-enable when needed.
We also strongly recommend 2FA always be used in conjunction with administrative accounts, even when security or compliance levels do not mandate this.
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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 24/02/2017
What the ISO/IEC 27001 doesn’t cover Anything NOT mentioned here: Information Security relating to hardware, software, networking, paper documentation, personnel and supporting media for client facing information, client owned and supplied information, remote access, internal and data processing facilities. The management of 3rd Party Service Providers. In accordance with the Statement of Applicability version 4.0.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification We host customers solutions that have been accredited to PCI.
PCI DSS accreditation date .
What the PCI DSS doesn’t cover We host customers solutions that have been accredited to PCI. Compliance is customers responsibility to Audit.
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • PSN
  • N3
  • ISO22301

Security governance

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 ISO/IEC 27001 / Other

Operational security

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 ITIL Change and Config Management, please engage with Capita IT Services for further information
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Please engage with Capita IT Services for further information
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please engage with Capita IT Services for further information
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 Please engage with Capita IT Services for further information

Secure development

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

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used Hyper-V
How shared infrastructure is kept separate .

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Capita-ARK Data Centres has implemented and exceeded processes aligned to HMG Greening Strategy and are an EU Code of Conduct for Data Centre Efficiency participant.
Direct air-cooled DC’s use compressor-less cooling for more than 99% of the year, re-using heat to condition air.
The DC’s Construction teams recycle in excess of 90% of construction-waste, whilst utilizing carbon efficient building practises.
The full building PUE (constantly monitored & measured), of the Ark DC’s is 1.2, with partial PUE of data rooms at lower values. PUE is. Ark are PUE v2 Level 3 (Advanced) capable and source carbon-free power favouring renewable energy.
Ark Data Centres comply with the energy efficiency targets as part of the CCA for Data Centres and has contractually committed to fix the PUE to 1.25 against specified occupancy, potentially saving £1.65m in electricity and 9000 Carbon tonnes pa (versus the global average PUE).
Ark consolidates rack-space & uses Match Technology to increase energy efficiency & allow for high density racks to sit alongside low density.
Our sites have Waste Management Plans that are monitored, measured and accredited to ISO 14001. These include compliance with WEEE and ROHS regulations. Building rooves house solar electricity generation and harvest rainwater.

Pricing

Pricing
Price £3.09 per virtual machine per day
Discount for educational organisations No
Free trial available Yes
Description of free trial Demonstration of capability and Proof of concept.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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