Vorboss Limited

Vorboss Application Hosting and Load Balancing

Vorboss Application Hosting and Load Balancing provides high-reliability application hosting and load balancing. This is perfect where availability, scale-out and support are key considerations for your application. The service can be deployed on shared or Buyer-dedicated hardware over secured public internet links or dedicated fibre connectivity (Vorboss Managed Networking).

Features

  • Flexible resource-based pricing, allowing scale up or scale back
  • Leverages the advanced connectivity of the Vorboss Network
  • Pre-deployment advice and guidance
  • Allocation of workloads to datacentres based on performance/Buyer preferences
  • Range of Windows/Linux systems available at no additional cost
  • 24x7 technical support

Benefits

  • Agility to deploy, change and remove compute without delay/capital expenditure
  • Provides consistent infrastructure layer, allowing focus on the application layer

Pricing

£47.40 per virtual machine per month

  • Free trial available

Service documents

G-Cloud 9

718718159365373

Vorboss Limited

Aaron Whitehouse

020 3582 8500

reply@vorboss.com

Service scope

Service scope
Service constraints • Pricing does not include application software licences except where expressly stated. Vorboss can provide application licences for Microsoft software at an additional cost.
• Management and security patching of the Buyer’s operating system, unless the optional Vorboss OS Patching Service is requested.
• Backup/Disaster recovery of the virtual servers, unless the Vorboss Backup Archival Disaster Recovery Service is requested.
• Detailed the System Maintenance section attached.
• New compute deployments are provided within Business Hours unless 24 hours’ notice is given.
System requirements
  • Modern web browser.
  • Device capable of two-factor authentication (OTP/SMS)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All service impacting support issues are covered by our 24x7 support team. Response times for these events are the same throughout the week.
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 No
Onsite support Onsite support
Support levels All services are provided with Basic Support. Basic Support provides assistance with resolving issues affecting the availability or quality of the service being provided. e.g. Basic Support would cover any issues or outages for compute capacity etc.

Where services require regular ongoing maintenance or where the client needs an entire service supported (e.g. where they are purchasing compute capacity but also require application level support) we provide Advanced Support. Advanced Support is tailored to the specific service requirements. It is incorporated into the SLA of the product and includes a detailed report of the responsibilities of the client and the Vorboss Support Team as well as a proactive and reactive maintenance plan and escalation procedure.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Service delivery is coordinated by our service delivery team. Support tickets are raised to track the on-boarding process automatically to guide the user through this process and offer assistance at every point. The technical and business management teams are closely involved with this process. Online documents are published on our publicly accessible knowledge base and cover all of the most common tasks involved in setting up this service. Additional training can be easily arranged with a member of our staff, either over the phone, video conference or as part of face to face training where required.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data extraction is managed as part of our end of contract procedures. This process is managed by our service delivery department and tracked using our support case system. Data can either be extracted over existing encrypted communications that would be in place as part of the existing contract in the form of file based or image based access. Where this is impractical physical copies of the data can be provided with seven days of advanced notice and the provision of a suitably sized storage device to the site where the data is physically stored.
End-of-contract process Clients are notified one calendar month before the end of a contract. The process follows a simple process:
- termination of service date is agreed by both parties
- a data destruction form is exchanged with the client
- if a copy of the data is required prior to destruction this is indicated at this point
- arrangements are made for the copy of the data to be securely generated, encrypted onsite and then custody of the data taken by the client.
- this exchange must be with the client directly and not via a third party
- once receipt of the copy of the data is confirmed then data destruction is performed
- the client receives written confirmation that the data destruction process is complete and the steps taken

Using the service

Using the service
Web browser interface Yes
Using the web interface Access to the Cloud Platform is via a secure web portal. The portal is secured by two factor authentication and TLS 1.2 encryption. Key features include:

- virtual console access
- the ability to start, stop, reboot, reset compute instances
- organise resources into availability groups
- assess the exposure of your assets to common failure modes e.g. site loss
- mount ISOs
- perform common maintenance tasks
- view snapshots
- create new instances
- billing information and usage

We do not permit the destruction of instances via the web portal for security reasons.
Web interface accessibility standard None or don’t know
How the web interface is accessible Non-text content
- formatting is pure decoration, is used only for visual formatting, or is not presented to users

Audio and video
- there is no use of audio or video content on the site

Captions
- are not used

Use of colour
- is used to indicate an action, prompting a response, or distinguishing a visual element

Contrast
- Large-scale text and images of large-scale text have a contrast ratio of at least 3:1. All other images are only for branding.

Resize text
- text can be resized without assistive technology up to 200 percent without loss of content or functionality

Keyboard
- All functionality of the content is operable through a keyboard interface without requiring specific timings for individual keystrokes, except where the underlying function requires input that depends on the path of the user's movement and not just the endpoints

Keyboard Trap
All focus can be modified by simple keyboard input.

Consistent navigation
- Navigational mechanisms that are repeated on multiple Web pages within a set of Web pages occur in the same relative order each time they are repeated.
Web interface accessibility testing Continuous reassessment and improvement following feedback from our clients and development team.
API Yes
What users can and can't do using the API - setup via the support case system. Service is enabled on a per company/client basis
- Changes and queries are made via the API via a RESTful web service via TLS 1.2 or above
- Functionality does not include the destruction of compute capacity only the creation and orchestration of these services.
API automation tools Other
Other API automation tools Custom RESTful API
API documentation Yes
API documentation formats PDF
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Where users are sharing common resources, resource quality of service (QoS) ensures that users are not negatively impacted by others. When overall load exceeds normal limits then virtual workloads are seamlessly reallocated.
Usage notifications Yes
Usage reporting
  • Email
  • SMS

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

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)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with another standard
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
  • Databases
  • Email
  • Exchange
Backup controls The schedule for backups is coordinated via our support portal. These are completely customisable depending on user requirement. Snapshots of whole virtual machines are displayed on the portal. Clients who require service level backups are given access to a dedicated backup machine that can be located anywhere across the Vorboss Network. This provides Disaster Recovery (DR) in another physical location to the primary copy. These locations include sites across London, outside of the M25 and in the EU/EAA.
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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Vorboss offers flexible SLA's ranging from 99.9% to 99.99% availability. Refunds are proportionate to the outage period, overall service impact and the agreed terms. They are calculated in accordance with Vorboss Service Level Guarantee set out in the attached.
Approach to resilience We achieve resilience and redundancy at every level in our stack.
- Physical site redundancy, 10 sites across London, England and the EU.
- Redundant fibre network connects all these sites
- Each site has N+1 power and HVAC redundancy with A/B power feeds to the device
- Physical equipment is located in locked cages within the Datacentre subject to ISO 27001 access controls and CCTV monitoring
- Environment and power usage is continuously monitored and reported
- Layer 2 connectivity arrives into the building redundantly and is routed and presented redundantly down to the end device

This allows us to design and deliver services that have some of the highest levels of redundancy and resilience achievable with current technology.
Outage reporting Vorboss runs its own public facing status system. Service issues that arise are automatically published to the system and classified by urgency and service affected. The system then automatically notifies the affected customers via email and SMS.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels All management interfaces require 2 factors authentication including client and internal management interfaces. We support OTP, smartcard, PKCS11 and SMS ticketing.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
Devices users manage the service through
  • 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)

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 DAS
ISO/IEC 27001 accreditation date May 2017
What the ISO/IEC 27001 doesn’t cover Data centres and facilities in the USA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

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 Information security policies, access control, internal audit processes and incident reporting are all ISO 27001 and 9001 compliant.

- physical access is controlled, audited and actively monitored with CCTV
- Staff are trained in cybersecurity, information security and data protection
- Proactive reporting culture
- Incident reports are regularly reviewed and escalated to senior business and technical management.
- For serious incidents a root cause analysis format is followed
- Rolling maintenance schedules based on internal risk analysis

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach On a rolling basis we review the hardware maintenance statistics of all equipment (servers, storage and compute nodes, firewalls, routers and switches). This is combined with overview of software patching and firmware updating of key infrastructure. All configuration changes are monitored and tracked through version control with a robust commit-rollback capability.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our vulnerability management process involves continuous reassessment of the hardware/firmware and software involved in our service. We subscribe to manufacturer bulletins and security advisory boards for all major equipment and software used in the stack.

Patches are deployed on either an urgent basis or as part of our rolling maintenance program. This is based on an internal risk assessment process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use a variety of different security products to defend our network. These include centralised logging with real time analytics that are displayed in our Network Operation Centre. Advanced industry grade firewalls and perimeter security systems are used and continuously monitored. In addition Honeypots and tripwires are used. When an intrusion is detected we have the ability to blackhole the perpetrator with immediate effect and then assess the vulnerability and attack vector.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined processes for system intrusions and service impacting outages. Users can report incidents via our web portal, over the phone or via email. Incident updates are provided as live updates via our control panel and status update system until the immediate issues are resolved.

After resolution of the threat or outage a formal incident report is created and reviewed by senior management. The incident report is then sent to the affected clients for review and feedback.

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 KVM hypervisor
How shared infrastructure is kept separate Sharing infrastructure with other users is optional. When chosen multiple forms of segregation are used.

- The hypervisor (KVM or Hyper-V) isolates the virtual workload
- Network connectivity is presented on separate /segregated layer 2 links directly in the virtual machine
- The bare metal host is secured with a firewall, encrypted remote access and additional security software on the host
- Administrative access is strictly controlled and not exposed to the end user.

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £47.40 per virtual machine per month
Discount for educational organisations No
Free trial available Yes
Description of free trial 14 days full-service trial.

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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