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Managed Security Service by iomart
The iomart Managed Security Service provides users with a fully managed and monitored solution that can be tailored to a customer’s specific requirements. The solution is designed to protect the customer from attacks, detect compromised systems and either report or take action on incidents detected.
Features
- Managed 24/7/365 by iomart’s Security Analysts
- Security Analysts can alert or take action depending on playbooks
- Malware/Ransomware protection
- Information theft protection
- Detection of insider threats
- Abnormal authentication detection
- Application defence
- Vulnerability scanning and Intrusion detection
- System change monitoring & detection of unpatched systems and devices
- Vulnerability and threat correlation with Trend / Anomaly analysis
Benefits
- Provide the most effective and responsive Managed Security Service
- Remove the management burden on the customer
- Full control and visibility
- Allow customer to fully meet compliancy needs
- Ensure the customer has complete peace of mind
Pricing
£1 per unit per month
Service documents
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Framework
G-Cloud 11
Service ID
743532038699055
Contact
Service scope
| Service constraints | None |
| System requirements |
|
User support
| Email or online ticketing support | Email or online ticketing |
| Support response times | Iomart support teams are available 24/7 to respond to alerts, take calls, make decisions and act to ensure that your services are operating effectively every second of the day. The support desk is accredited to ISO20000-2011 and ISO27001-2013 standards and brings together 250 technical operations staff employed to cover everything with a guaranteed qualified engineering response within 15 minutes of notice dependent on the severity of the incident. |
| 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 | Yes, at extra cost |
| Support levels | Our support teams are available 24/7 to respond to alerts, take calls, make decisions and act to ensure that your services are operating effectively every second of the day. The support desk is accredited to ISO20000-2011 and ISO27001-2013 standards and brings together 250 technical operations staff employed to cover everything with a guaranteed qualified engineering response within 15 minutes of notice. As part of our on-going commitment to service excellence iomart will assign a dedicated Account Manager (Service Delivery Manager) and Technical Manager to the client. Our approach to Account Management has been developed to provide a value added service to our customers. The Account Manager’s main role is to understand the core objectives of our clients’ businesses and ensure the services we are providing continually support the achievement of their goals. |
| Support available to third parties | Yes |
Onboarding and offboarding
| Getting started | Iomart provide a full on boarding service with supported online training supporting user documentation. |
| Service documentation | No |
| End-of-contract data extraction | Data can be extracted through multiple means as defined by the client. |
| End-of-contract process |
Iomart will immediately stop providing the Service Payments due or payable by you under this Agreement will become due and payable immediately, including any unpaid Charges due for the remainder of the Initial Term or any Renewal Term (except where the Agreement has ended for iomart's material breach Within 30 days after this Agreement ends, each of us will return all Confidential Information of the other in its possession at the time this Agreement ends and will not make or keep any copies of that Confidential Information except as required to comply with any applicable legal or accounting record keeping requirement. |
Using the service
| Web browser interface | No |
| API | No |
| Command line interface | No |
Scaling
| Scaling available | No |
| Independence of resources | All Managed Secuirty Service elements are designed to meet the needs of the customer |
| Usage notifications | Yes |
| Usage reporting |
Analytics
| Infrastructure or application metrics | Yes |
| Metrics types | Other |
| Other metrics | Alerts and reporting |
| Reporting types |
|
Resellers
| Supplier type | Not a reseller |
Staff security
| Staff security clearance | Other security clearance |
| Government security clearance | Up to Developed Vetting (DV) |
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 every 6 months |
| Penetration testing approach | Another external penetration testing organisation |
| Protecting data at rest | Physical access control, complying with another standard |
| Data sanitisation process | Yes |
| Data sanitisation type |
|
| Equipment disposal approach | A third-party destruction service |
Backup and recovery
| Backup and recovery | No |
Data-in-transit protection
| Data protection between buyer and supplier networks |
|
| Data protection within supplier network |
|
| Other protection within supplier network |
Each tenant’s servers are segregated into their own VLAN By default, network security is set to deny all network traffic in all directions. iomart will consult with clients to determine the most appropriate firewall configuration, enabling access to ports as required |
Availability and resilience
| Guaranteed availability | Iomart will ensure 100% uptime for Security services as monitored by iomart systems, in line with industry best practice. Should a Security service element fall below the uptime, iomart will work with the Customer and use all commercially reasonable endeavours to recover the service. |
| Approach to resilience | Regular testing and maintenance of infrastructure and the N+1 policy applied to data centres provides the basis of continuity controls. This is enhanced by the provision of multiple communication routes and the replication of iomart’s network infrastructure across iomart sites. iomart data centres are also located outside flight paths, flood plains, have no seismic threat, and are a minimum of 3km outside sites who could pose a potential accident or hazardous threat (as governed by HSE). Therefore, in the event of any given location being lost, the primary impact to iomart would be on office facilities, but with 6 UK Offices and 10 UK Data Centres providing hosting services and support, this impact is limited and mitigated with standing arrangements to relocate staff to the nearest iomart site. |
| Outage reporting | Email alerts |
Identity and authentication
| User authentication |
|
| Access restrictions in management interfaces and support channels | Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals. Remote management access is authenticated and directly associated to authorised individuals rather than group accounts All managed systems monitored and access logged and tracked for auditing purposes |
| Access restriction testing frequency | At least every 6 months |
| Management access authentication | 2-factor 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 | User-defined |
| Access to supplier activity audit information | Users have access to real-time audit information |
| How long supplier audit data is stored for | User-defined |
| 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 | ISOQAR |
| ISO/IEC 27001 accreditation date | 18/12/2008 |
| What the ISO/IEC 27001 doesn’t cover | As detailed within the SOA |
| ISO 28000:2007 certification | No |
| CSA STAR certification | No |
| PCI certification | No |
| Other security certifications | Yes |
| Any other security certifications | Cyber Essentials |
Security governance
| Named board-level person responsible for service security | Yes |
| Security governance certified | Yes |
| Security governance standards | ISO/IEC 27001 |
| Information security policies and processes | The iomart Group adheres to the Security Classification Definitions as described in the Government Security Classifications Policy (GSCP). This is outlined and defined in section 5.3 of the iomart Quality Manual and forms part of iomarts overall integrated management system, which consists of UKAS / APMG / NCSC accredited systems. Notably; ISO 27001:2013 Information Security Management; ISO 20000-1:2011 IT Service Management; ISO 9001:2015 Quality Management; ISO 14001:2015 Environmental Management and NCSC compliance for iomarts Cloudsure service. All are regularly audited for compliance by an accredited certifying body. These standards require iomart to have robust controls in place to manage data, documents and records. Showing that iomart has appropriate and measured controls in place to manage OFFICIAL information that if lost, stolen or published in the media could have more damaging consequences (for individuals, an organisation or government generally). All iomart Data Centres and have been independently assessed on a number of occasions by local authorities and UK Government Departments, Senior Information Risk Owner’s (SIRO) as suitable for holding and processing their sensitive information to OFFICIAL level. |
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 | Our change management processes are in line with ISO27001 control A.12.2 Controlled mechanism for making changes to the operational environment are in place. |
| Vulnerability management type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Vulnerability management approach |
Iomart vulnerability management process is aligned with ISO27001:2013 control A12.6.1 which addresses 3 key areas: • Timely identification of vulnerabilities • Assessment of or exposure to a vulnerability • Defined measures to address the risk |
| Protective monitoring type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Protective monitoring approach |
Iomart Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details: • Event Logging • Protection of log information • Admin & operator logs • Clock synchronisation • Incident Management |
| 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 |
Iomart incident management process is aligned with ISO27001:2013 control A.16.1 which details: • The full incident management procedure • Responsibilities & procedures • Assessment of and decision on security events • Response process • Evidence collection • Learning from incidents |
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
| Virtualisation technology used to keep applications and users sharing the same infrastructure apart | No |
Energy efficiency
| Energy-efficient datacentres | Yes |
| Description of energy efficient datacentres |
The iomart EnMS combines best practices in project management, energy monitoring, and energy awareness along with an energy policy that governs our approach towards energy use and performance. EnMS records and reports on energy usage and Power Usage Effectiveness (PUE) for our data centre estate in the UK as well as how iomart is reducing energy consumption and improving energy efficiency as a Group. Monitored by the Environment Agency (EA) and the Scottish Environment Protection Agency (SEPA), iomart use our EnMS with Schneider Electric to analyse energy efficiency across our multiple UK data centres. We do this to ensure we meet our moral obligations and regulatory requirements under the Climate Change Agreement (CCA) and in accordance with the (ESOS) Energy Savings Opportunity Scheme. |
Pricing
| Price | £1 per unit per month |
| Discount for educational organisations | No |
| Free trial available | No |