Jisc Services Ltd

Managed AWS

AWS provides a suite of compute, storage and other cloud services. Jisc's Managed AWS service offers a core support service at AWS list price, designed for customers wishing to largely manage AWS environments for themselves but including patching, monitoring and billing, and an enhanced managed service with more comprehensive support.

Features

  • Amazon Web Services (AWS) procured and managed on your behalf
  • Includes patching, security, backups, monitoring of EC2 instances and databases
  • Compute, storage and associated services capable hosting OFFICIAL information assets
  • Full range of Amazon Web Services (AWS) services available
  • Standard AWS price list, billing portal in UK pounds
  • 24/7 support and AWS infrastructure automation
  • Trusted advisor and ally of the education and public sectors
  • AWS Consulting Partner, Government Reseller and Azure Cloud Solution Provider
  • Best-in-class AWS advice, engineering and support
  • Comprehensive connectivity solutions including Janet, PSN and AWS DirectConnect

Benefits

  • Focus on core priorities while we manage your AWS cloud
  • Reduce AWS infrastructure costs and only pay for capacity used
  • Increase organisational agility with automated deployment and 24x7 support
  • Build failure resilient applications across multiple AWS AZs and regions
  • Improve uptime with ITIL-aligned service management
  • Support well-managed, secure and highly flexible AWS-based hybrid solutions
  • Suitable for multi-cloud solutions with managed Azure and GCP
  • Provision AWS DirectConnect, EC2 instances, RDS and S3
  • Windows and Linux EC2 instances, AWS load balancers, Route53
  • Modernise your servics with AWS Lambda, serverless, containers and Kubernetes

Pricing

£0.00 to £26.71 a instance a hour

Service documents

Framework

G-Cloud 12

Service ID

6 7 2 1 4 5 6 5 9 2 7 3 4 3 6

Contact

Jisc Services Ltd

Jisc helpdesk

03003002212

help@jisc.ac.uk

Service scope

Service constraints
None
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
30 mins, 60 mins or 2 hrs (depending on priority). 24/7 targets only apply where the Enhanced Support service option has been added.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
All service requests and change requests can be made via web chat.
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
Jisc provides a core level of support designed to cover normal office hours with an enhanced support service option available to cover 24/7.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a fully managed onboarding process.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Data can be copied off customer EC2 instances using SFTP or equivalent prior to contract end. Data can be extracted from databases using SQLDump or equivalent and then transferred as per above.
End-of-contract process
Service termination is defined as end of contract without transfer of services to a new provider or customer function. In this case, on service termination Jisc will close and delete any AWS accounts, access controls and resources; off-boarding of instances and data is the customer’s responsibility and should be completed prior to termination. Jisc can provide a managed migration path out from the tenant (working alongside your new provider or function). This would be created as a standalone project and incur rates and charges per the Jisc Cloud Migration service.

Using the service

Web browser interface
Yes
Using the web interface
Users can manage all aspects of the AWS service using the AWS management portal.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Accessibility of the AWS management portal is maintained by Amazon Web Services.
Web interface accessibility testing
Accessibility of the AWS management portal is maintained by Amazon Web Services.
API
Yes
What users can and can't do using the API
All aspects of the AWS service can be managed using the API.
API automation tools
  • Ansible
  • Chef
  • Terraform
  • Puppet
API documentation
Yes
API documentation formats
HTML
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface
All aspects of the AWS service can be managed using the CLI.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
The AWS hypervisor enforces memory and process separation between virtual machines.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Regular reports
  • Reports on request

Resellers

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

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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
  • 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
Yes
What’s backed up
  • EC2 instance storage
  • RDS databases
Backup controls
Backup schedules are agreed during customer onboarding.
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 protection between buyer and supplier networks
  • Private network or public sector network
  • 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
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
VLAN VPCs

Availability and resilience

Guaranteed availability
99.9%
Approach to resilience
AWS services are delivered from multiple datacentres worldwide. When deploying customer services to AWS, Jisc will ensure that services span multiple availability zones (datacentres) to ensure service resilience.
Outage reporting
Public dashboards and email alerts.

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)
  • 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, multifactor authentication, firewalling, IP restrictions, the use of bastion hosts as appropriate.
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)
  • Limited access network (for example PSN)
  • 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

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
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds Register
ISO/IEC 27001 accreditation date
23 June 2019
What the ISO/IEC 27001 doesn’t cover
All Jisc activities related to the provision of this service 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 Jisc activities related to the provision of this service are covered.
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • CREST
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
Information security policies and processes
Jisc 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 risk assessment including ITHCs and penetration testing by independent CHECK providers. We are able to supply our Information Security Policy subject to a non-disclosure agreement being put in place with the receiving party.

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
Jisc is committed to ITIL aligned Change and Configuration Management for effective management and control of its infrastructure. Jisc's management tool incorporates an automated 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 CAB 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
Jisc 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”. For exceptional patching, our processes allow for the management of exceptions which require emergency maintenance to protect your service from vulnerabilities. Notifications are sent to ensure that customers are informed of planned works and all patches are tested before deployment to live.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Jisc makes use of cloud-native applications 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
The Jisc 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

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

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
Amazon Web Services (AWS)
How shared infrastructure is kept separate
The AWS hypervisor enforces memory and process separation between virtual machines.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
See https://aws.amazon.com/about-aws/global-infrastructure/

Pricing

Price
£0.00 to £26.71 a instance a hour
Discount for educational organisations
No
Free trial available
No

Service documents

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