Civica UK Limited

Managed UKCloud

UKCloud - Managed Cloud Infrastructure provides a fully managed service built upon UKCloud’s IaaS and PaaS cloud platform. The service is ideal for organisations wishing to use UKCloud's Assured or Elevated cloud platforms and want a secure ISO27001 certified organisation to manage and monitor the estate to an SLA

Features

  • Monthly Service Reports
  • Actively managed virtual datacentres, including firewall configuration
  • Machine creation and removal, stop, restart and optimisation
  • Security Cleared staff (BPSS and SC Clearance
  • Full ITIL Service Management of Virtual Machine Instances ITILv3
  • Patching for Operating Systems
  • Set and control access, user profiles and capabilities
  • Full machine monitoring, including load, storage space and alerts
  • Full virus checking and patching, UK Cloud
  • Quarterly reviews in order to continually improve the service

Benefits

  • Agile – Build and configure VMs within minutes
  • Flexible – A range of services levels and VM sizes
  • Assured Security – Pan Government Accredited (PGA) and PSN Accredited
  • Hosted in highly resilient Tier 3, UK sovereign data centres
  • SFW’s expertise managing applications for UK Public Sector customers
  • Secure Delivery (IL2, IL3, Official and Official Sensitive)
  • SFW’s ITIL service management follows ISO27001 processes
  • Fixed monthly price regardless of use gives piece of mind
  • Cloud platform means you only pay for what you use
  • Access from Government networks PSN, N3, GSI

Pricing

£1 per unit per month

Service documents

G-Cloud 9

677081659060759

Civica UK Limited

Serena Attridge

020 7760 6016

serena.attridge@civica.co.uk

Service scope

Service scope
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Civica Digital offers two levels of Cloud Support, 24 x 7 or Working hours only. Response times depend on the severity of the incident and are as follows: Severity Level 1 - Critical 10 mins to acknowledge, 1 hour to respond, 4 hours to resolve; Severity Level 2 - Severe 10 mins to acknowledge, 4 hours to respond, 8 hours to resolve; Severity Level 3 - Disruptive 10 mins to acknowledge, 1 day to respond, 5 days to resolve; Severity Level 4- Minor 10 mins to acknowledge, 5 days to respond, 10 days to resolve.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Civica Digital’s Service Delivery Manager (SDM) ensures support delivery against service levels defined within the Service Level Agreement (SLA) as follows: Service Level 0: 1 week response intended for non-critical systems requiring a light support service. Typically under Call-off contracts Service Level 1: 8 hour response intended for standard non-critical systems Service Level 2: 4 hour response for semi-critical systems. Service Level 3: 2 hour response for business critical systems The SDM is supported by the Civica Digital Service Desk which provides support from 08.30 to 17.30 on UK working days. The Service Desk responds to questions depending on the Severity Level of the call as follows; Severity Level 1 - Critical - The reported problem causes a halt to the Client’s core business processes and no workaround is available. Severity Level 2 - Severe - The reported problem causes degradation of the Client’s core business processes and no reasonable work-around exists. Severity Level 3 - Disruptive - The reported problem impacts the Client’s operational environment but does not affect core business processes. A work-around is available. Severity Level 4- Minor - A non-critical problem is causing some disruption but with little or no impact on the Client operation.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started During initiation the Civica Digital Delivery Manager (DM) assesses what help, support and training users require to start using the service. The DM works closely with the customer to agree an on-boarding plan that ensures users are ready to start using the service, typically priced from the SFIA rate card. The on-boarding plan may incorporate the following: Support Documentation – availability and access to online user support documentation and resources. Cloud Induction Training for system administrators and online product help. Provides the skills to run cloud services. Cloud Standard Training in the core system for system champions and end users. Covers system administration, security and cloud service monitoring/managing. Cloud Specialist Training – advanced training for system champions. This may involve Accredited Courses from Civica Digital Cloud delivery partners including Google, Amazon Web Services and Microsoft. Cloud Training Packages, tailored package of training for specific business requirements for system administrators, business managers, and end users. The Delivery Manager also facilitates skills transfer throughout the project and provides access to Civica Knowledge Sharing activities including supplier briefings, Webinars.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats Video & Webinars
End-of-contract data extraction Termination period depends on the payment model. When paying per user per month, customers may terminate their G-Cloud service with 30 days’ notice. When buying an enterprise licence, the minimum term is a year. Customers can terminate their service by contacting Civica Digital in writing. Customers may request all associated data is extracted and provided securely to a destination of their choice (see pricing for charges associated with data extraction). If no data extraction is requested, then the associated data will be deleted within 5 working days of service termination. The three step off-boarding process is: 1. Termination Notification – one month termination notice sent; 2. Data Extraction – Optimal Data Extraction for Test Migration; 3. Service Termination – All Data Wiped.
End-of-contract process For monthly contracts, Civica Digital require 30 days’ notice to terminate a G-Cloud service. When buying an enterprise annual licence, the minimum term is a year and 3 months’ written notice must be provided. At the end of the contract, the service will be turned off unless the customer decides to extract their data as per the extraction process detailed above. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated subject to minimum terms.

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 UKCloud 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 None or don’t know
How the web interface is accessible The web interface is accessible using the most common web browsers and is delivered over various public and private networks including the internet, PSN, N3/HSCN and Janet. The web interface is protected by standards-based encryption, two-factor authentication and optionally IP address restrictions. The web interface is entirely HTML5 and does not require any auxilary plug-ins, therefore the web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
Web interface accessibility testing None
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. These are compatible with tools such as Terraform and platforms such as AWS S3.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Customers can full 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, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.
Usage notifications No

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • API access
  • 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 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
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 ‘IT Health Check’ performed by a CHECK service provider
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
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 All UKCloud services can be backed up
Backup controls Customers can choose what backup model they would like to use at the time of configuration. This model dictates the location, frequency and retention of the backups.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • 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
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability UKCloud has different models of contractually guaranteed availability depending on the service taken. The lowest of these is 99.9% based on 24 x 7 availability. Civica Digital’s service desk is available 09:00am – 5:30pm UK Working Days. If you would like service levels to apply outside of normal service hours, then please contact us with your requirements. Civica Digital will act as the customer’s agent to liaise with UKCloud to resolve issues. UKCloud pay service credits directly if the cloud platform does not meet pre-defined service levels. Civica Digital will pass onto the customer any service credits received from UKCloud.
Approach to resilience The UKCloud 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 All outages will be reported via the Service Status page and the notifications service within the UKCloud Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR Ltd
ISO/IEC 27001 accreditation date 4th May 2016
What the ISO/IEC 27001 doesn’t cover Civica Digital's ISO27001 certificate covers the full breadth of services that we deliver. The certificate does not extend to the inner workings of the UKCloud Data Centres but these are covered by UKCloud's ISO27001 certificate.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 28/10/2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials Plus

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 Civica Digital are fully ISO27001 accredited and are used to working on ultra-secure systems for the Government. UKCloud, are also ISO27001 accredited. Civica Digital’s ISO27001 implementation covers the full spectrum of services we provide including the implementation of secure systems and the ongoing support of services including those on cloud platforms. Civica Digital’s policies ensure that there is representation all the way up to board level and each division has appointed information security officers who report to the representative on the board.

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 UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
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 UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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 At the compute/storage layer, consumers are separated via robust hypervisor controls based on VMware vSphere technology. This solution has been previously been validated by the NCSC PGA and the implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £1 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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