Civica UK Limited

Managed Amazon Web Services (AWS)

Civica Digital's Managed Amazon Web Services is for Public Sector Organisations who are looking for a management service for secure AWS cloud implementation. As an AWS partner, Civica Digital can tailor our service to cover one part of AWS or the whole breadth of services including Compute, Storage, networking etc.

Features

  • Service Management underpinned by a Service Level Agreement (SLA)
  • Security Cleared Staff with SC and BPSS Clearance
  • Fixed Price with set monthly cost regardless of call volumes
  • Monthly reporting and quarterly service reviews
  • Can include service transition/migration projects, IaaS, PaaS or SaaS
  • Monitoring, patching, configuration and optimisation, networking
  • CloudFormation, OpsWorks, CodeDeploy, MySQL, SQL Server, PostgreSQL, DynamoDB, ElastiCache
  • Elastic Cloud Compute EC2, MapReduce, Lambda, VPC, CloudFront, Glacier
  • Elastic Load Balancing (ELB), Simple Storage Service (S3), Storage Gateway
  • Elastic File System (EFS), Redshift, Relational Database Service (RDS), Beanstalk

Benefits

  • Specialist Skills from our Cloud Experts, data centre configuration management
  • Decades of Public Sector Experience
  • Flexibility, the service adapts as your organisation grows and matures
  • Lower operating costs, remove the overhead of on-site staff
  • Advice on AWS plans and configuration
  • Security Cleared Staff maintain Information Security
  • Experts with Agile and ITIL Experience
  • Cost Benefits through Flexible Resourcing Model
  • Provides Efficiencies by using Tried and Tested Tools
  • ISO 27001, ISO 9001 and ISO 14001 Certified

Pricing

£1 per unit per month

Service documents

G-Cloud 9

709052810806255

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 Amazon Web Services. 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
  • Other
Other documentation formats Videos & online training
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 Users are able to commission and use the full spectrum of Azure services through the web interface. Full details of the services available can be found here: https://aws.amazon.com/
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing None
API Yes
What users can and can't do using the API The majority of operations which can be performed using the web interface can also be performed using the API.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface The AWS Command Line Interface allows customers to control multiple services from a command line and enable simple scripting.

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources AWS is a hyper-scale public cloud with multiple worldwide data centres providing suitable scale and independence of resources to ensure there is no contention between customers.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards

Resellers

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

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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 Most AWS services can be backed up
Backup controls Backups are configured by the customer so full control can be retained over the type, schedule, location and retention of 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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability AWS has a contractually guaranteed availability of 99.9% based on 24 x 7 availability (higher availability is available depending on configuration). 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 AWS to resolve issues. AWS pay service credits directly if the platform does not meet pre-defined service levels. Civica Digital will pass onto the customer any service credits received from AWS.
Approach to resilience AWS has been designed to maximise reliability and minimise negative impact on their customers. The have built significant redundancy into their services, which allows them to deliver high availability to their customers. AWS have worked to ensure customer data is intact and unaffected by any form of resilience failure. AWS have engineered resilience from the infrastructure upwards, for example, they make use of peer replication between data centres to ensure that there are always multiple copies of all data.
Outage reporting A public interface is available to see if there are any service outages. The AWS portal also provides more specific details of any outages which might impact the customer's services.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
Access restrictions in management interfaces and support channels AWS allows a number of different was of performing authentication and authorisation. Specific configuration is up to the customer.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through Dedicated device on a segregated network (providers own provision)

Audit information for users

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 Between 6 months and 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 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 AWS Data Centres but these are covered by AWS's ISO27001 certificate.
ISO 28000:2007 certification No
CSA STAR certification No
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. AWS are also ISO27001 and CSA CCM v3.0 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 AWS performs configuration and change management according to recognised international standards. Further details can be found on the AWS website here: https://aws.amazon.com
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach AWS performs detailed vulnerability management, more details of which can be found here: https://aws.amazon.com
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach More details of the protective monitoring processes in place at AWS can be found here: https://aws.amazon.com
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 More details of the information management processes in place at AWS can be found here: https://aws.amazon.com

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 Other
Other virtualisation technology used AWS specific
How shared infrastructure is kept separate Users are separated using virtualisation technologies to ensure there are logical boundaries between each consumer.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £1 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial AWS provides a free tier option to trial there service. More details can be found here: https://aws.amazon.com/free/ If you'd like to take advantage of this in a tailored proof of concept them please contact Civica Digital.
Link to free trial https://aws.amazon.com/free/

Documents

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