Microsoft Azure Managed Services
A managed service for Microsoft Azure that is supported by qualified technicians and offers clear business benefits to customers. We are a partner that is skilled at cloud infrastructure and application migration, and deliver value to customers by offering proactive monitoring, automation, cost control, security and management of your environment
- Cloud Consultancy
- Migration Services
- Microsoft Azure procured and managed
- Patching, Security, Backups and Monitoring
- Azure Virtual Machines
- Relational database-as-a-service
- Managed Desktop
- Virtual Network
- Design & Architecture
- Easy Migration to Microsoft Azure
- Reduce Infrastructure costs
- Allows you to focus on your core priorities
- Failure resilient applications across multiple availability zones
- Secure and highly flexible hybrid solution
- Compatible with Direct Connect, PSN and N3
- Work with a Public Sector Focused Partner
- Monitoring of entire infrastructure & application estate
£14 per megabyte per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Email or online ticketing support||Email or online ticketing|
|Support response times||All tickest are resonded to within an agreed SLA|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Perfect Image customers benefit from a support desk of highly trained and certified application engineers that are all UK based. Support is defined into five key areas that also help form the service level agreement with our customers and to ensure it meets your organisation’s needs. These include: • Service Definition Including start and end date whilst also stating all key contacts and level of support provided. • Incident Management Under ITIL an Incident is any sort of problem or service request submitted by the Customer to Perfect Image. Perfect Image’s Service Desk, which will log and respond to all Incidents, operates during our Normal Hours of Coverage which is between 8:00am and 6:00pm, Monday through Friday excluding public holidays. Out of hours’ support is also available on request. Our service levels are detailed below • Critical - 4 hour target resolution • High - 7.5 hour target resolution • Medium - 22.5 hour target resolution • Low - 75 hours target resolution Costs - We have a single rate for all level of support as it is the nature of the incident that will confirm its support status. We provide cloud support engineers as part of this service.|
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||We provide a range of resources to help customers get started on our services. These include: comprehensive documentation (in multiple formats).|
|End-of-contract data extraction||Data may be copied out using OS-level tools|
You may terminate a Subscription at any time during its Term; however, you must pay all amounts due and owing before the termination is effective.
(i) One-Month Subscription. A Subscription having a one-month Term may be terminated anytime without any cancellation fee.
(ii) Subscriptions of more than one-month. If you terminate a Subscription to Microsoft Azure Services within 30 days of the date on which the Subscription became effective or was renewed, no refunds will be provided, and you must pay for the initial 30 days of the Subscription, but no payments will be due for the remaining portion of the terminated Subscription. If you terminate a Subscription to Microsoft Azure Services at any other time during the term, you must pay for the remainder of the Term, and no refunds will be provided.
Other Subscriptions. For all other Subscriptions, if you terminate a Subscription before the end of the Term, you must pay a fee equal to one-month’s Subscription fee and you will receive a refund of any portion of the Subscription fee you have paid for the remainder of the Term; provided, however, no refunds will be provided for partially unused months.
Using the service
|Web browser interface||Yes|
|Using the web interface||
Almost all functionality for each of our services is exposed through the Azure Portal .
The Azure Portal facilitates management for all aspects of the Azure account in a consolidated view whilst providing access to all services and their respective functionalities.
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||N/A|
|Web interface accessibility testing||None|
|What users can and can't do using the API||Wide range of 3rd party services hook into Azure APIs.|
|API automation tools||Other|
|Other API automation tools||Azure Automation|
|API documentation formats||
|Command line interface||Yes|
|Command line interface compatibility||
|Using the command line interface||All functionality is available via the CLI.|
|Independence of resources||
Customer environments are segregated to prevent users and customers from accessing resources not assigned to them.
Services which provide virtualized operational environments to customers are segregated via security management processes.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Microsoft Azure|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of 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 every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||Yes|
|What’s backed up||All formats and machines|
|Backup controls||Manual or scheduled API call|
|Scheduling backups||Users schedule backups through a web interface|
|Backup recovery||Users can recover backups themselves, for example through a web interface|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||For data in transit, Azure uses industry-standard secure transport protocols, such as TLS/SSL, between user devices and Microsoft datacenters. You can enable encryption for traffic between your own virtual machines (VMs) and your users. With Azure Virtual Networks, you can use the industry-standard IPsec protocol to encrypt traffic between your corporate VPN gateway and Azure as well as between the VMs located on your Virtual Network.|
Availability and resilience
SLA is measured as a percentage of monthly availability.
Standard SLA is 99.9 to 99.95%
Service credits are paid where availability drops below the above mentioned SLA.
|Approach to resilience||Managed Azure service is available at all Azure locations as listed at https://azure.microsoft.com/en-us/regions/ for pay –as-you-go and Enterprise Agreement models; only a subset of those regions are available through CSP.|
|Outage reporting||Outages are reported via email and via telephone during any significant service disruption. SMS is also an option.|
Identity and authentication
|Access restrictions in management interfaces and support channels||Azure-AD can designate separate administrators to serve different functions. These administrators will have access to features in the Azure portal and, depending on their role, will be able to create or edit users, assign administrative roles to others, reset user passwords, manage user-licenses, and manage domains, among other things. A user who is assigned an admin role will have the same permissions across all of the cloud services that your organization has subscribed to, regardless of whether you assign the role in the Office365 portal, or in the Azure classic-portal, or by using the Azure-AD module for Windows PowerShell.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Devices users manage the service through||Dedicated device on a segregated network (providers own provision)|
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||User-defined|
|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||January 2019|
|What the ISO/IEC 27001 doesn’t cover||https://www.microsoft.com/en-us/trustcenter/compliance/iso-iec-27001|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||None|
|CSA STAR certification level||Level 3: CSA STAR Certification|
|What the CSA STAR doesn’t cover||None|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Security Center automatically creates a default security policy for each of your Azure subscriptions. You can edit the policies in Azure Policy to do the following things:
- Create new policy definitions.
- Assign policies across management groups and subscriptions, which can represent an entire organization or a business unit within the organization.
- Monitor policy compliance.
|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||We supports Service Requests and Requests for Change, by triggering the Change Management Process. All changes require review and approval. The approval level varies depending on the risk and impact of the change. This can be from technical peer review through to full CMRB review and sign-off. Client requested changes are validated only after the appropriate authorisation in writing is received from a customer contact.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
We performs vulnerability scans on the host operating system, web applications, and databases . Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.
Azure customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection. Scans should include customer IP addresses.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Microsoft deploys monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage.
Near real-time alerts flag incidents, based on Security thresholds.
Responses are based on the agreed SLA with the customer.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Each incident and request will be logged by a member of our Service Desk Team on our service management system and allocated a unique reference number. This unique reference will be confirmed with the caller via email after the incident or request is logged.
Each incident or request is assigned a priority according to the SLA . This priority is based on the impact of the incident or request and it determines the target resolution time.
|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||Other|
|Other virtualisation technology used||Other|
|How shared infrastructure is kept separate||Customer environments are logically segregated, preventing users and customers from accessing unassigned resources. Customers maintain full control over their data access. Services which provide virtualized operational environments to customers, ensure that customers are segregated and prevent cross-tenant privilege escalation and information disclosure via hypervisors and instance isolation.|
|Description of energy efficient datacentres||Please see Microsoft|
|Price||£14 per megabyte per month|
|Discount for educational organisations||Yes|
|Free trial available||No|