Paradise Computing Ltd

Managed Cloud Services

To provide a fully a managed cloud infrastructure in either IAAS or PAAS configuration.

Specialists at providing cost effective and reliable systems for 1-100 users.

Features

  • Highly experienced in CSP provision
  • Offer multiple core platforms, including Azure
  • Cloud platform and software development from a single supplier
  • Real time monitoring
  • Deliver service to users through Remote Desktop or Web Portal
  • Specialists in SQL server

Benefits

  • Quick resolutions from staff experienced in cloud provision
  • Single team leads to quicker and "joined up" responses
  • Multiple core platforms provides best value-for-money options
  • 10 years of reliability statistics lead to peace of mind
  • Easy contract terms lead to flexibility and cost saving

Pricing

£120 per server per month

Service documents

G-Cloud 9

723166098719794

Paradise Computing Ltd

Jonathon Berg

01604 655900

sales@paradisecomputing.co.uk

Service scope

Service scope
Service constraints We are not a 24/7 support service. Service desk operates from 8:00am to 5:30pm on normal working days.
System requirements No prerequisites on the end-users part

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Normal SLA-bound response within 1 hour.

No weekend support.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
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 Webchat can be accessed through our website and also through our dedicated support portal.
Web chat accessibility testing The chat is used daily and no significant changes are required, so testing is not relevant.
Onsite support Yes, at extra cost
Support levels Support levels are immediate access to our infrastructure and software support teams. Most support is by remote support, email or telephone, but we can provide on-site engineers anywhere in the UK if required.

Rates are £110/hr or £700/day (less if committing to a Service Level Agreement).

Incidents are logged through our helpdesk system and will be allocated both a technical account manager and a LAN or cloud engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a wide range of support for new sites, starting with a Welcome Pack containing information on the benefits of the service and how to access it.

This is supplemented by a range of "how to" instruction documents ("Fastguides") and short instructional videos online.

Paradise is also a training organisation with in-depth experience of developing and delivering training, so we can increase the level of technical instruction and change management to suit the requirments.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Word format (on request)
End-of-contract data extraction Part of our Service Level Agreement specifies delivery of data on a media as directed by the the user. External hard disk, USB or FTP, all with or without encryption are supported, based on our Data Exchange policy.
End-of-contract process We have a rigorous Termination procedure to ensure user serices and data are not compromised and that risk of any interruption of service is minimised or eliminated.

Additional costs are only involved if professional services outside of those for normal operation are requested.

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Some of our solutions are dedicated and users will not be affected by the actions of other users.

Other solutions are shared, which provides better economy, but users may affect each other from time to time.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Other
Other metrics User counts and licences
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold GCI, Ingram, Softcat and Microsoft

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Security Clearance (SC)

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 Less than once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
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
  • Option 1 - Virtual Machine Snapshot
  • Option 2 - File level backup to any agreed depth
  • Option 3 - Mirror systems with failover
Backup controls As well as the standard backups offered by us, users have access to their own disk space so can backup any data for convenience on demand.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks There is no logical overlap between out networks and our end-users.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Our standard SLA provides for 99.99% availability and offers specific rebates of fees based on unavailability of service, helpdesk or support response.
Approach to resilience Available on request.
Outage reporting We monitor on several levels: most relevant is PRTG which monitors individual servers and applications.
Events flagged on here may result in a "Reportable Incident" being logged.
Reportable Incidents, which can also include service outage announcements by interested parties, are reviewed every 4 weeks and corrective action is put in place if a root cause is identified.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication Some of our services work on email addresses & passwords together with the email domains to which they belong.
Access restrictions in management interfaces and support channels Most of our management interfaces are internal and we develop web-portals for end users where the need arises, either using an API (if available) or writing directly to the database concerned.
In general no end users have direct access to the management interfaces.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks
  • 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 You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSi
ISO/IEC 27001 accreditation date 22/6/15
What the ISO/IEC 27001 doesn’t cover ECommerce (not applicable to our business)
Training (outside scope)
LAN Support Service (outside scope)
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 Paradise staff are trained to flag tasks which effect security as "Reportable Incidents" being logged.
Reportable Incidents, which can also include service outage announcements by interested parties, are reviewed every 4 weeks and either closed or escalated to "Security Incidents".
Security incidents require corrective action, either individually or as a group if a root cause is identified.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All platform-oriented tasks are logged on our internal helpdesk system.
Paradise staff are trained to flag tasks which have a potential security impact as "Reportable Incidents".
The logging of a Reportable incident automatically notifies the Director of Infrastructure Services and other security leads in the business.
Reportable Incidents of this type are formally reviewed every 4 weeks and either closed or escalated to "Security Incidents".
Security incidents require corrective action, either individually or as a group if a root cause is identified.
Vulnerability management type Undisclosed
Vulnerability management approach Paradise staff are trained to flag tasks which effect security as "Reportable Incidents" being logged. An announcement of a vulnerability effecting our systems or the discovery of a vulnerability would both trigger this process.
Reportable Incidents, which can also include service vulnerability announcements by interested parties, are reviewed every 4 weeks and either closed or escalated to "Security Incidents".
Security incidents require corrective action, either individually or as a group if a root cause is identified.
Sources are 1. Third parties 2. Media disclosures 3. Staff observation
Protective monitoring type Supplier-defined controls
Protective monitoring approach Paradise staff are trained to flag tasks which effect security as "Reportable Incidents" being logged. The Director of Infrastructure Services and other security leads will be automatically informed of this by email and may escalate the task to "Urgent" status if warranted.
Reportable Incidents, which can also include potential compromise announcements by interested parties, are reviewed every 4 weeks and either closed or escalated to "Security Incidents".
Security incidents require corrective action, either individually or as a group if a root cause is identified.
Urgent tasks will be addressed immediately. Non-urgent will be addressed within 4 weeks.
Incident management type Supplier-defined controls
Incident management approach Paradise staff are trained to log all incidents and related tasks performed in our helpdesk system. These logs can be flagged for priority.
Full incident logs can be produced per solution, and overall statistical analysis across all solution's is also available.
The task list mechanism is formally reviewed every 4 weeks.

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 Hyper-V
How shared infrastructure is kept separate Different organisations are provided as different Solutions, and these have their own domains, routing and access ports. There is no way for the user of one system to access another.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £120 per server per month
Discount for educational organisations No
Free trial available Yes
Description of free trial * Full solution for up to 10 users
* Dedicated server and software as arranged
* No specific time limit

Larger free trials can be arranged by negotiation.
Link to free trial Demo.sagehosting.co.uk

Documents

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