Leicestershire Health Informatics Service

Paas - Platform as a service

LHIS PaaS 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

Pricing

£500 per server per year

Service documents

G-Cloud 10

620285318793073

Leicestershire Health Informatics Service

Gemma Clayton

01162951321

gemma.clayton@leics-his.nhs.uk

Service scope

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

User support
Email or online ticketing support Email or online ticketing
Support response times SLA will define severity of issue and allocated response times.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
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

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
  • HTML
  • 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

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

Scaling

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

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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 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
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-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

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

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

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

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

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

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

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

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 VMware
How shared infrastructure is kept separate As specified above we use VMware and Hyper-V technologies

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

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

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
Service documents
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