eCloud Secure VPN
Secure VPN provides a secure connection to UKFast’s eCloud Hybrid and eCloud Private cloud platforms using a Virtual Private Network based on CESG design for segregated remote access. Secure VPN enables Customers using eCloud to access workloads in a secure environment for site-to-site links and to support secure remote users.
- Secure CPA approved VPN/MPLS termination
- Based on CESG design for segregated remote access
- Supports security equivalent to OFFICIAL / OFFICIAL-SENSITIVE standards
- Support for remote workers
- Cisco ASA firewall-based (virtual and physical available)
- Two-factor authentication available
- 100% network uptime guarantee as standard
- UK based data centres fully owned and operated by UKFast
- 100% carbon neutral, achieving BSI PAS 2060 standard
- SC Cleared staff
- Ideal for ‘walled-garden’ implementations
£1 per user per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
0800 923 0601
|Service constraints||All planned maintenance is covered by a mandatory 5 day notice period. We reserve the right to conduct unplanned emergency maintenance where necessary, but will always make reasonable efforts to inform impacted customers before work commences. Support is limited to services, hardware and applications provided by UKFast and does not extend into the customer's application stack.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Calls are responded to within 3 rings. Service Ticket response time is dependent on the criticality: 1. Critical - Immediate Response 2. High - Response within 10 minutes 3. Medium - Response within 1 hour 4. Low - Response within 4 hours 5. Very Low - Response within 24 hours. The standard SLA response times are applicable from 09:00 to 17:00 Monday to Friday (excluding UK Bank Holidays). 365/24/7 Support is also available as a service at an additional cost.|
|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|
All UKFast customers have access to ticket and telephone-based support, unless they choose to take an unmanaged service.
Customers have access to a named Account Manager who takes overall responsibility for the customer's commercial, technical and support relationship with UKFast.
Customers are assigned a support "pod" based on the type of solution they have with UKFast. This ensures customers will always be supported by the same core team of support engineers who are technical experts in their particular solution.
Enterprise and public sector customers also have access to a named Service Manager in addition to their Account Manager.
|Support available to third parties||Yes|
Onboarding and offboarding
Getting started documentation is available at https://docs.ukfast.co.uk
We offer services to enable seamless on-boarding and collaborate to design a bespoke solution to meet your requirements. An onboarding process would typically include - Discovery process / Timeline setting / Risk assessment / Implementation process / Quality Assurance
|End-of-contract data extraction||
At the end of the contract any customer data stored will only be extracted by UKFast with the prior consent of the customer.
UKFast shall purge and destroy (as defined in security accreditation for different ILs) customer data from any of its own equipment after the contract ends.
A similar process to on-boarding is provided for customers wishing to leave UKFast. We provide full transitional services at an additional charge (please refer to the pricing document for more details). An example phased off-boarding process is as follows:
1. Discovery: UKFast meets the customer’s new provider who will lead the project
2. Timelines: Timelines are agreed where possible and alternatives offered when needed
3. Risk: UKFast identifies any risks that may not be apparent to the new provider or that are inherent to the UKFast solution
4. Implementation: UKFast assists the new provider if needed
5. Quality Assurance: UKFast offers a debrief and review meeting if the new provider requires.
Network-based WAF customers will need to point their DNS records away from UKFast's name servers and back to their own (or new suppliers) name servers.
Using the service
|Web browser interface||Yes|
|Using the web interface||MyUKFast enables users to manage their eCloud environments, and access to them, as required.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||MyUKFast is in the process of being rebuilt from the ground up. This will deliver a fully-accessible web interface|
|Web interface accessibility testing||Testing against WCAG has been performed to understand requirements for MyUKFast rebuild.|
|Command line interface||No|
|Independence of resources||QoS policies / guaranteed resources|
|Infrastructure or application metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|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||No|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Network availability - 100%
Infrastructure availability - 99.99%
Availability is based on the total number of operating hours of a given calendar month and excludes planned and emergency maintenance.
Service credits of up to 10% of the standard monthly support fee are payable for any month where the availability SLA is not met.
|Approach to resilience||UKFast owns and operates a 5.52MW tier 3 1,000 rack data centre estate. This contains multiple physically separate buildings, connected by dedicated fibre. High voltage power connections are provided from separate primary sub-stations. All mission-critical services including Standby Generation, Cooling systems and UPS (uninterruptible power system) are provided at N+1 or greater across the whole facility. The complex has a power density of over 6KW per square foot, providing diverse A & B power to each data rack, and all eCloud service platforms are supported from quadruple power feeds. The data centre complex is supported by 9MW of standby generation with over 100,000 litres of fuel storage and eight hour fuel supply SLA. All critical services are supported by 4.6MW of UPS power and 4.9MW of data centre cooling. The public sector hosting suite has fully resilient networking, switches, carrier-redundant leased lines, power and backup generators, all separated from the rest of the UKFast network and data centre complex.|
|Outage reporting||A public status page is available on the UKFast website, which shows live status of our core network and infrastructure along with details of any incidents. Customer notifications are managed via our ticketing system accessible via MyUKFast.|
Identity and authentication
|Access restrictions in management interfaces and support channels||Management access to environments is strictly restricted to authorised and vetted personnel only. Granular access rights ensure individual personnel have access to only the resources they need in order to carry out their specific tasks and responsibilities. Logical and physical separation of access rights is provided, and all management interfaces are restricted to internal privileged networks and are not accessible to the internet or external networks.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
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||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get 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||LRQA|
|ISO/IEC 27001 accreditation date||23/06/2016|
|What the ISO/IEC 27001 doesn’t cover||All processes are covered|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Ultima Risk Management|
|PCI DSS accreditation date||22/08/2016|
|What the PCI DSS doesn’t cover||Office network not covered as this has no access to client infrastructure.|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||An ISO27001-compliant information security management system is operational|
|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||Change management system operational which documents all changes, responsible parties, time of change and senior-level sign off. All changes pass through a Change Advisory Board (CAB).|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Vulnerability scan run once per month and critical vulnerabilities patched within 30 days. Additional vulnerability scan run after any significant change implementation.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Internally designed and developed threat monitoring system is run on all infrastructure.|
|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||ISO27001-complaint processes and systems for incident response are operational.|
|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||No|
|Description of energy efficient datacentres||
UKFast were the first UK hosting company to achieve PAS2060 Carbon Neutral standard, enabling us to offer 100% carbon neutral solutions.
Our data centres achieve a PUE of <1.3 at full design load. This means that when the data centre is fully occupied, for every 1.3KW of power input into the data centre, 1KW is delivered to the IT equipment.
As a data centre operator with a low PUE we reduce our running costs with efficient technologies, that use less power. We pass these cost savings on to our customers.
As part of our commitment to energy efficiency, UKFast are certified to the environmental standards of ISO 14001:2015.
UKFast has a voluntary Climate Change Agreements (CCA) which is an agreement is made with the Environment Agency to reduce energy use and carbon dioxide (CO2) emissions.
Although UKFast are not members of the EU code of conduct for data centres, they do adhere to the requirements of the code of conduct.
|Price||£1 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||No|