AWS Cloud Management

The Cloud Hosting Service provides : - Availability monitoring & alerting - Monthly infrastructure maintenance & security patches - Escalation Support & Break/Fix services


  • Cloud Infrastructure Provisioning Service
  • Solution Availability Monitoring
  • Monthly Usage Report & Future Cost Forecasting


  • Ensures solution availability & minimizes downtime from unplanned outtages


£5000 to £500000 per unit per year

  • Education pricing available

Service documents

G-Cloud 10



Guy Bradshaw

+44 (0)1795 415800

Service scope

Service scope
Service constraints We typically agree constraints as part of each engagement depending on the customer's unique requirements.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We offer various SLAs depending on the business criticality and priority of the solutions supported. These SLAs often differ outside of core service hours but not always.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels All services have an appointed leader ship team including: - Account Manager - Head of Managed Services - Service Lead - Lead Technical Consultant We provide Level 1,2 and 3 support.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Entity agree on-boarding strategies on a case by case basis. We have historically delivered training and documentation solutions as part of our services.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Entity have varied solutions to support customer data extraction but they are dependent on the specific technologies and solution in place.
End-of-contract process Entity typically include the destruction of environments and transfer of documentation to the customer.

Using the service

Using the service
Web browser interface No
Command line interface No


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources AWS offers dedicated tenancy if this is a specific concern
Usage notifications Yes
Usage reporting Email


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Amazon Web Services

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
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
  • Virtual Machines
  • Databases
  • File Storage
Backup controls All backups are automated following a specific schedule which can be adjusted.
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
  • 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

Availability and resilience
Guaranteed availability Entity targets a business hours up-time of 99.999% and a non-business hours’ up-time of 99.5%. The system availability is dependent on the Hosting Provider and customer requirements.

Entity will monitor and report availability.
Approach to resilience Available on request
Outage reporting Entity utilises leading tools to provide insight and analysis on availability including dashboards, reports, analysis tools, APIs and alerts.

All of these are available to customers.

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)
  • Username or password
Access restrictions in management interfaces and support channels We use a combination for AWS cross account manager together with Active Directory security groups to restrict access.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
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)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security Governance has been written in compliance with ISO27001 and Entity is moving towards formal certification.

We are in progress of achieving CyberEssentials, with a longer view to ISO27001 accreditation.
Information security policies and processes Entity's security policies are written in strict compliance with ISO27001, following the same structure as the standards annexes. There is an overall Information Security Management System (ISMS) which is documented.

As part of the ISMS there is a defined security organisation structure that allocates specific responsibilities to individuals, including audit and review. Board level responsibility is also clearly identified. the other clear allocations of responsibility are for both the :
- Security Manager and
- Data Protection Officer

It is the role of the security manager and data protection officer to monitor the adoption of policies and to own the company risk assessment. Where controls rely on staff training reviews and audits are conducted to ensure compliance

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All components of our services fall under configuration management.

All changes are assess for potential security impact as part of our Change Management process.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Where required we implement automated/scheduled monitoring.

Critical vulnerabilities identified via customer testing are immediately escalated.

Potential threat information is provided by external suppliers.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have tools that assist with protective monitoring, including:
- Vulnerability Scanning
- Patching

We have tools that continually monitor our systems and services for unusual events.

We have staff who are continually available to react to such events.
Incident management type Supplier-defined controls
Incident management approach All incidents shall be reported using the Entity ITSM tool and identify the impacted Service.

The following information will be provided at the time of reporting:

• Contact details
• Expected behaviour
• Description
• Timeline
• Observed behaviour/symptoms
• Business impact
• Attachments (e.g. Screen shots)
• Environment

Service Desk will review the incident for Seriousness Urgency and Growth allocating it a Severity then will resolve using Runbook procedures.

An incident resolution is a fix or instruction, which will enable the user to reasonably continue to work.

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 Third-party
Third-party virtualisation provider AWS
How shared infrastructure is kept separate Different instances running on the same physical machine are isolated from each other via the Xen hypervisor. In addition, the AWS firewall
resides within the hypervisor layer, between the physical network interface and the instance's virtual interface. All
packets must pass through this layer, thus an instance’s neighbors have no more access to that instance than any other
host on the Internet and can be treated as if they are on separate physical hosts. The physical RAM is separated using
similar mechanisms.
Instances have no access to raw disk devices, but instead are presented with virtualized disks.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £5000 to £500000 per unit per year
Discount for educational organisations Yes
Free trial available No


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