Government Cloud Manager
FCO Services’ Government Cloud Manager provides the dashboard functionality to manage your multi-cloud environments. This comprises of a single cloud or a combination of private cloud, public cloud (such as AWS, Microsoft Azure) and Software-as-a-service (such as Microsoft Office365) with 24x7x365 service management of services provided.
- Security Management
- Resource Management to ensure efficiency using elastic according to demand
- Service Management 24x7x365
- Reporting portal to view and confirm current status
- Governance and Compliance, e.g. NCSC and GDPR
- Single sign-on identity integration service
- Patching and software updates in a single location
- Billing Management for consolidated invoices from multiple vendors
- Cost Management through service monitoring
- License Management for service compliance
- In government partner
- 100% UK Security Cleared Staff
- Hosted on secure UK Crown Property
- Security compliant service delivery (ISO 27001)
- Managed service assurance (ISO 9001, ISO 20000, ISO 22301)
£440 per person per day
- Pricing document
- Skills Framework for the Information Age rate card
- Terms and conditions
- Modern Slavery statement
|Service constraints||Public cloud service covers AWS and Microsoft Azure. Available options will depend on client's current licensing schemes|
|System requirements||Legacy environments may be subject to maintanance acceptance review|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The FCO Services’s Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0900-1700 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||FCO Services can provide training for users and administrators as required; this can come in multiple formats such as: floor-walkers or training documentation|
|End-of-contract data extraction||FCO Services can support customers' data extraction, which may incur additional costs.|
|End-of-contract process||The Customer should contact their Account Manager to cancel the service.|
Using the service
|Web browser interface||Yes|
|Using the web interface||FCO Services can provide an interface to (VMWare’s) V-Cloud Director for IaaS customers to administer their VMs.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||VMware is dedicated to support customers to make VMware products and technologies accessible to people with disabilities. The available VPATs contain the accessibility features in VMware products to address the regulations of Section 508 standards.|
|Web interface accessibility testing||None carried out|
|Command line interface||No|
|Independence of resources||Each customer is provisioned with its own environment isolated from other customers with its own resources and capacity. Shared infrastructure is systematically capacity managed to understand and resolve any potential demand issues.|
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft; Amazon|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||FCO services manage all back-ups|
|Datacentre setup||Multiple datacentres|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||IPsec or TLS VPN gateway|
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
The standard GSAE platform service offering is made with a target availability of 99.5% that factors in platform level resilience for customer tenancies - reducing the risk of service disruption in the event of hardware/software failures of platform level components.
Service availability of the platform is supported by FCO Services using an integrated approach consisting of event, incident, problem and change management.
Note: Availability calculations are based on the agreed hours of support and operation with regular maintenance windows (e.g. security patching) pre-defined and utilised for operational management activities. Planned outages, because of change events and activity, are excluded from availability calculations.
|Approach to resilience||FCO Services ‘secure hosting’ platform has been designed and built with resilience in mind to remove single points of failure - from customer accessibility using secure networks through to high availability of physical infrastructure components that are located in two physical locations.|
FCO Services takes a customer centric, integrated, approach for event, incident, problem and change management activities where any outages, planned or unplanned, involve prompt and efficient customer notification through the appropriate channels of communication.
For major outages, e.g. P1 and P2s, SMS and email alerts sent to named customers
Identity and authentication
|Other user authentication||FCO Services' standard authentication is username and password for non administrative accounts, with Bitlocker used to secure device access; further authentication can be applied in accordance with customer requirements.|
|Access restrictions in management interfaces and support channels||
Management interfaces are restricted to key support personnel, audited and monitored, accessed through dedicated hardware device and dedicated Bastion infrastructure.
Secure devices follow National Cyber Security Centre (NCSC) guidance; Bastion infrastructure requires 2 factor authentication to access management interfaces.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Devices users manage the service through||
Audit information for users
|Access to user activity audit information||You control when users can access audit information|
|How long user audit data is stored for||Less than 1 month|
|Access to supplier activity audit information||You control when users can access 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||BSI|
|ISO/IEC 27001 accreditation date||14/1/2019|
|What the ISO/IEC 27001 doesn’t cover||
This is in scope:
FCO Services Global Digital Technology including infrastructure, development, operations and support for Secure Managed and hosted IT Services holding information up to "OFFICIAL" tier of the UK Government's classification scheme in accordance with statement of Applicability dated 27 July 2018.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
The applications will process and store data classified as OFFICIAL in the Government Security Classification scheme.
FCO Services adheres to the following ISO standards:
* 27001 (Information Security Management)
* 20000 (Service Management System)
* 9001 (Quality Management)
* 22301 (Business Continuity Management)
* Cyber Essentials Plus.
As well as aligning to the ITIL framework for managing and delivering FCO Services products and services.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The FCOS Configuration Management System is used to manage and maintain FCOS Products, Services and Components as well as associated customer assets and services.
A standardised data model of technical and non-technical components ensures Configuration Items are managed in a consistent controlled manner aiding the evaluation of impacts and risks during the Change Management process.
Our Change Management capability is used for service introduction, retirement, patching and additional enhancements/changes. By utilising a consistent, structured approach, we're able to mitigate the risks associated with change whilst ensuring timely and appropriate communications with customers in relation to potentially service impacting change events.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
FCO Services vulnerability management approach is aligned to meet the Information Assurance requirements expected by all HMG organisations as well as international standards for information Security management (e.g. Cabinet Office Security Policy Framework, ISO/IEC 27001:203).
This ensures that both internal and client systems managed by FCO Services are subject to standard procedures for the identification of vulnerabilities as well as the safe and timely installation of patches with maximum permitted timescales. Patches are prioritised dependent upon categorisation of systems under FCO Services management responsibility with vulnerabilities systematically assessed and remediated on timescales ranging from immediate to 4 weeks.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
FCO Services availability management is delivered on a specific product basis with each specific product having its own availability target. Service availability targets and performance reporting are supported using an integrated approach consisting of event, incident, problem and change management.
Availability targets are monitored and reported with any outages impacting the availability targets logged and tracked in a standardised, consistent manner.
|Incident management type||Supplier-defined controls|
|Incident management approach||
FCO Services’ Global Support Centre acts as the single point of contact for all interactions, incidents and service requests from the customer, with the service capable of delivering operational support and management on a 24x7x365 basis.
The primary objective for incident management is the use of structured incident management activities to identify and resolve service quality issues within service level targets agreed during initial customer engagement.
The GSC can support multiple contact methods which include direct interaction with the customer end-user or desk-desk interaction which triages calls before allocation to FCO Services.
|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||Each customer is provisioned with its own environment isolated from other customers with its own resources and capacity.|
|Description of energy efficient datacentres||
Recognised for reducing its environmental footprint, FCO Services’ efficient data centre has won the prestigious European Code of Conduct Awards for Energy Efficiency in Data Centres from the European Commission’s Joint Research Centre.
From using rainwater recycling systems for hybrid cooling towers to implementing cold aisle containment and designing the underground structure of the data centre as a natural heat drain – FCO Services have adopted recognised energy efficient best practice to reduce the impact of related environmental, economic and energy demands.
FCO Services currently operate at a world class efficiency power usage effectiveness of 1.1, well below the average value of 2.0 seen in most data centres.
|Price||£440 per person per day|
|Discount for educational organisations||No|
|Free trial available||No|