Eduserv

UKCloud Compute

UKCloud provides a suite of compute, storage and associated services that allow you to provision infrastructure in the cloud. In combination with our Managed IaaS service (available separately), the Eduserv UKCloud Compute service enables us to procure and manage your UKCloud services, allowing you to focus on your strategic priorities.

Features

  • High availability, accredited IaaS from modern, green UK data centres
  • Suitable for OFFICIAL and OFFICIAL-SENSITIVE workloads
  • Basic Managed VM, Cloud Native Infrastructure, Cloud Storage
  • VMware vCloud technology, cloud portal, monitoring and reporting
  • Optional ITIL-aligned Managed Infrastructure, DR and protective monitoring
  • Internet, PSN Assured, PSN Protected, N3 , Janet connectivity
  • Underpinned by 24/7 Network Operations Centre and Security Operations Centre
  • Enterprise Compute Cloud, Private Cloud Compute, Private Cloud Storage
  • Compute Intensive Infrastructure, Cross Domain Security Zone, GPU Compute
  • Cloud Native Application Platform, Enterprise Compute Cloud for Oracle

Benefits

  • Focus on your core priorities while we manage your infrastructure
  • Keep your data safe and secure and in the UK
  • Provide increased organisational agility
  • Achieve high levels of service uptime while reducing cost
  • Ensure value for money with pay as you go payment
  • ISO 27001 certification ensures compliance
  • Maintain the reputation and integrity of your organisation
  • Get the resources you need, when you need them

Pricing

£0.01 per virtual machine per hour

Service documents

G-Cloud 9

669508150298620

Eduserv

Tim Hobday

01225 474 349

sales.operations@eduserv.org.uk

Service scope

Service scope
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Immediately
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 Eduserv provides two levels of support via our associated Managed IaaS service, Standard and Premium, as defined in the service definition.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of our Managed IaaS service, technical on-boarding includes: requirements analysis, technical on-boarding and acceptance into service. All new customers are assigned a Client Manager.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The off-boarding of Customer Virtual Machine Instances and associated data extraction is a Customer responsibility and all costs are borne by the Customer. Eduserv provides open standard tools within the Open Virtualisation Framework (OVF) for Virtual Machine export. This must be undertaken by the Customer prior to Service termination. Off-boarding can be undertaken by Eduserv as part of the Managed IaaS service.
End-of-contract process On Service termination, Eduserv will securely remove any provisioned compute storage and network resources.

Using the service

Using the service
Web browser interface Yes
Using the web interface We provide a control panel allowing users to provision, manage and decommission various aspects of this service. It also allows users to interface with the Eduserv service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. Launch, manage and delete virtual network, compute and storage resources. Display network topology. Manage images including creation and recover of backups. Control access and security including key pairs, API access and floating IPs. Manage load balancers.
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing The web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
API Yes
What users can and can't do using the API You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying APIs such as vCloud and OpenStack.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools Jenkins
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI.

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources In order to guarantee that users are not affected by the demands from other users, UKCloud use resource reservations and shares such as internet bandwidth shaping. In addition, the UKCloud capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
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

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold UKCloud

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 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 CSA CCM v3.0
  • Other
Other data at rest protection approach Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, UKCloud customers are assured that their data can never be accessed by a third party.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • 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
  • Associated data
Backup controls Backup scheduling is agreed with the customer.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Other
Other protection between networks We offer the choice of connecting:
• Via the internet using additional encryption such as TLS 1.2
• IPSec VPN tunnels
• Via private networks such as leased lines or MPLS
• Via public sector networks such as PSN, N3, Janet
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network UKCloud use dedicated CAS-T circuits between each of their sites to ensure the protection of customer data in-flight. They additionally encrypt this data within theirr Elevated OFFICIAL platform. All data flows are also subject to theirr protective monitoring service.

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% - 99.99% depending on Service Level chosen.
Approach to resilience The Eduserv UKCloud Compute service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting Email alerts.

Identity and authentication

Identity and authentication
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces and support channels is restricted through a combination of username and passwords, passphrases, multifactor authentication, stateful firewalling, IP restrictions, the use of gateways and bastion hosts and digital certificates as appropriate.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Certification International
ISO/IEC 27001 accreditation date 10 May 2015
What the ISO/IEC 27001 doesn’t cover All Eduserv's services are covered.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 11 August 2015
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover All Eduserv's services are covered.
PCI certification No
Other security accreditations Yes
Any other security accreditations
  • Cyber Supplier to Government
  • CHECK
  • CESG PGA
  • Cyber Essentials
  • PSN Assured
  • PSN Protect

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Eduserv is certified as compliant with ISO27001:2005 (Certificate CI/12868IS) by a UKAS accredited certifying body. Services that we have designed, implemented and operate have been subject to RMADS accreditation including ITHCs by independent CHECK providers.

Our Information Security and Compliance officers report to the Head of Assurance, who reports directly to Eduserv's CEO.

We are able to supply our Information Security Policy subject to a non-disclosure agreement being put in place with the receiving party.

UKCloud has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

Operational security

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 Eduserv is committed to ITIL aligned Change and Configuration Management for effective management and control of its infrastructure. Eduserv's management tool incorporates a Change Management Database (CMDB) at the heart of its operation, with all service support and delivery modules linked to the CMDB to ensure a complete and accurate view of customer estates.

A dedicated Change and Configuration Management team exists within the services department and liaises closely with all other teams to ensure changes are successful and our infrastructure is maintained and accurately modelled within the CMDB.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We subscribe to vendor support services to ensure we are operating in line with the latest recommendations and are made aware of any potential vulnerabilities.
The patch deployment policy is ITIL aligned and undertaken in accordance with our ISO27001 security policy.
For patching of Windows operating systems, we follow a patch cycle in line with Microsoft’s "Patch Tuesday”.
Our processes allow for the management of exceptions which require emergency maintenance to protect your service from vulnerabilities.

UKCloud has a documented vulnerability management policy and process, in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our optional Protective Monitoring services are hosted and operated by Eduserv from our 24/7 Network and Security Operations Centre and makes use of an industry-leading integrated virtual appliance for the collection, monitoring, analysis, alerting and reporting of all IT event, log and performance data. A real-time analytics engine is used to correlate events, logs and performance metrics across your cloud and on-premise infrastructure. A comprehensive suite of highly configurable rules allow alerts to be sent in response to malicious activity and performance-impacting events, all of which is included as standard in the service.
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 Our ITIL-aligned Incident Management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed timeframes
Customers can report incidents via phone, email or our portal. Our Incident Management process ensures that we respond to any reported faults and sets out target resolution times to ensure that these are fixed within agreed timeframes.
For Major Incidents, once the Incident has been resolved, the Incident Manager will ensure an Incident Review Meeting is held and a Major Incident Report is created and distributed.

Secure development

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

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 The VMware hypervisor is responsible for ensuring segregation between different customers.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.01 per virtual machine per hour
Discount for educational organisations Yes
Free trial available Yes
Description of free trial N/a
Link to free trial https://ukcloud.com/free-trial-sign-up

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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