OCSL MANAGED SERVICES LIMITED

Systems Management & Monitoring

CANCOM UK Systems Management & Monitoring service provides 24/7/365 management and monitoring of clients’ environments, from hypervisors, servers, virtual machines and storage, to network devices and can even reach out to public cloud environments to provide clients the same level of support regardless of location.

Features

  • Fully Managed Systems Management & Monitoring
  • 100s of monitoring metrics available (Performance, Capacity, Uptime, Throughput etc)
  • Flexible notifications and alerts, scheduling and escalations
  • Customer reporting via web portal dashboards
  • UK based data centres

Benefits

  • Proactive and preventative protection against incidents and emergencies
  • Improved application availability and user satisfaction
  • Provide documented customer service expectations and minimum service levels
  • Enables resource capacity planning and environment insight
  • Enables regular meetings to review customer satisfaction levels and processes
  • Reduced maintenance cost and effort, reducing overall cost of ownership
  • Zero investment in hardware or software
  • Ability to monitor any platform, any location, any device

Pricing

£7.84 to £314.29 per device per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

OCSL MANAGED SERVICES LIMITED

Mark Skelton

0845 605 2100

gcloud@cancom.co.uk

Service scope

Service constraints
Systems Management and Monitoring can be provisioned to any location over a Wide Area Network link or VPN, but stable connectivity is a requirement.
CANCOM UK can provide connectivity options, details upon request.
System requirements
System requirements depend upon individual customer needs

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times dependent on priority level of issue logged and whether via telephone or email.
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
No
Support levels
Response up to minimum 30 minutes, max 8 hours depending on priority severity of support request and service level.
*P1 calls must be logged by telephone to ensure a more immediate response
Support available to third parties
Yes

Onboarding and offboarding

Getting started
CANCOM UK order, install and configure the service, customers simply need to manage local area network connectivity, routing and firewalls.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
No data is held by this service.
End-of-contract process
Upon receiving notification of termination, CANCOM UK will on a mutually agreed date, simply disable the service.

Using the service

Web browser interface
Yes
Using the web interface
Log incidents, service requests, change requests, monitor progress and update.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Web facing public URL
Web interface accessibility testing
Unknown
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
The service is dedicated to the customer only.
Usage notifications
Yes
Usage reporting
Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Failure
  • Capacity
  • Server hardware components such as system fans
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Coeo

Staff security

Staff security clearance
Conforms to BS7858:2012
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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
No

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
N/A
Approach to resilience
The Network Operations Centres are serviced by teams virtually split over 2 geographical locations, Huntingdon and St Ives in Cambridgeshire.
Outage reporting
CANCOM UK MUST follow our Corrective action of Events & Incidents policy, which is in scope of our ISO27001, ISO9001, ISO20000, ISO27018 and ISO22301 certifications, following standard ITIL conformant Major Incident Management processes.
This includes informing stakeholders immediately without delay.

Identity and authentication

User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Active Directory is used to control user identification and authentication. CANCOM UK Managed Services uses unique user IDs to enable users to be linked to, and held responsible for, their actions. This is in the following format: Firstname.Surname. Each computer also has a host name.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
With regard to "monitoring", users are given a web portal dashboard to view their monitored systems usage, performance and availability metrics.
Devices users manage the service through
  • 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
Between 6 months and 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
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Registrar of Standards (Holdings) Ltd
ISO/IEC 27001 accreditation date
21/06/2011
What the ISO/IEC 27001 doesn’t cover
There are 114 controls within ISO 27001:2013. CANCOM UK Managed Services has currently adopted 111 of the controls. The remaining 3 controls have not been adopted at this stage. A.14.1.3 (CANCOM UK Managed Services do not use application transactions). A.14.2.1 (CANCOM UK Managed Services do not develop software). A.14.2.7 (CANCOM UK Managed Services do not outsource software development).
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Government OFFICIAL Classification Supplier
  • Approved Commercial N3 Aggregator transitioning to a HSCN Supplier
  • ISO27018 Protection of Personally Identifiable Information in the Cloud
  • Health & Social Care Network (HSCN) Compliant
  • Cyber Essentials Certificate of Assurance
  • IASME Information Security Standard Certificate of Assurance

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
ISO22301 (Business Continuity Management System)
ISO20000 (ITIL Service Management)
ISO9001 (Quality)
ISO27018 (Protection of Personally Identifiable Information in the Cloud)
Government OFFICIAL
NHS N3 Aggregator
Health & Social Care Network (HSCN) Compliant
Information security policies and processes
A full-time compliance team is employed to manage and maintain our certifications and accreditations. Staff are fully trained and competent to work within our management systems, which are mature and continually improved, as proven in regular internal and external audits.

An overview of the diverse set of the externally assessed ISO standards and best practice accreditations CANCOM UK adheres to are as follows
ISO27001 (Information Security)
ISO22301 (Business Continuity Management System)
ISO20000 (ITIL Service Management)
ISO9001 (Quality)
ISO27018 Code of Practise (Protection of Personally Identifiable Information in the Cloud)
Government OFFICIAL Classification Supplier
Approved G Cloud Supplier
Approved Commercial N3 Aggregator transitioning to a HSCN Supplier
Health & Social Care Network (HSCN) Compliant
Cyber Essentials Certificate of Assurance
IASME Information Security Standard Certificate of Assurance

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
Our methodology minimises the impact of change-related incidents on service quality and improves the day-to-day operations of the organisation. The procedures are designed to ensure that all changes are correctly planned, interested parties are notified and any service interruption is controlled. Changes can be initiated by the client or internally within CANCOM UK. A robust Change Control process minimises the risk associated with changes. It enables all parties to keep track of changes made to systems, ensures implications of changes are assessed and that interdependencies are explored. A back-out process is also considered before any change is implemented.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Annual IT Health Checks are completed by a CHECK accredited independent organisation under the CHECK Scheme. The CHECK scheme enables penetration testing by CESG approved companies, employing penetration testing personnel, qualified to assess HMG and other public and private sector bodies. The testing personnel are CHECK Team Leaders who have proven their technical competency through lab examinations and written exams, they are skilled in application and infrastructure testing. They have also undergone thorough background checking. This technical compliance review is an extensive internal and external examination of operational systems to ensure that hardware and software controls have been correctly implemented.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
User activities, exceptions, and information security events are recorded and kept for an agreed period to assist in future investigations and access control monitoring. Software is used to monitor system use. As per the ‘Systems monitoring policy’.
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 CANCOM UK Service Desk enables our team to co-ordinate the work of restoring supported systems as soon as possible and within agreed SLAs. The Service Desk determines the nature of incidents so they can be sent to appropriately skilled engineers for resolution. An IMS is incorporated within the Service Desk. When logging calls via the telephone Service Desk, the call operative uses the same call logging software that the customer will have access to via our secure web portal. Integrated with this functionality is our knowledge base, which is used to capture information and provide accurate incident reports.

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
No

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£7.84 to £314.29 per device per month
Discount for educational organisations
No
Free trial available
No

Service documents

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