Core

Desktop as a Service (DaaS) - CoreGov

Core DaaS enables choice between a fully managed Virtual Personal Desktop based on Microsoft RDS Server 2016 and a physical laptop/tablet device with a new customer gold image. Microsoft Enterprise Mobility Suite and Trend Intrusion Detection is included along with 24/7 support.

Features

  • 24/7 support
  • Instrusion Detection and Prevention from Trend
  • Fully managed Windows 10 Laptop or Tablet
  • Microsoft Enterise Mobility Suite Included
  • Virtual Personal Desktop provided (Microsoft RDS)
  • Microsoft Azure based datacentres (UK South and West)
  • Gold build managed and provisioned by Core
  • Assett managed and tagged devices, shipped direct to end user

Benefits

  • UK support staff BPSS and some SC Cleared
  • Real-time Trend alerting for zero day threats
  • Same day provision of virtual Windows 10 desktop experience
  • 2-10 weeks to design and implement service
  • Pan Government approved to Official
  • Core penetration tested first before hand off to 3rd party

Pricing

£25.00 to £90.00 per user per month

Service documents

Framework

G-Cloud 11

Service ID

7 4 3 9 3 1 9 2 2 0 2 9 8 6 0

Contact

Core

Paul Saer

+44 (0) 207 626 0516

webenquiry@core.co.uk

Service scope

Service constraints
Core's managed desktop covers Windows 10, Mac OSX, Android and iOS devices. Available options will depend on clients current licensing schemes. Any missing license packs can be purchased through Core's Cloud Solution Provider license scheme.
System requirements
  • Windows 10 compatible x86/x64 hardware
  • Apple iOS 8 and newer
  • Android 4.1 and newer
  • Apple OSX 10.6+

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are dependent on the request raised. For Managed Services tickets, the response times for different request types are listed in the Service Description document.
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
See rate card. Depending on chosen products and services.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Core have various plans available for training. Some training is face to face for Administrators but we have extensive user based online training for our SaaS offerings. User documentation is provided where required in electronic format.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Microsoft Word (.doc)
End-of-contract data extraction
Core provide a data extraction service for all of our customer data. 3rd party migration software will be used at an extra cost depending on where the data resides and the amount of data to offboard. Standard day rates apply for this service as per the SFIA rate card.

All data is encrypted while stored in Azure/Aurora and is securely deleted to all government standards for OFFICIAL level data upon termination of service. We can provide data extracts from any of the system run in Azure or we can off board the whole virtual machine upon request, however licensing is not transferable and the client is responsible for ensuring they are compliant with Microsoft and any 3rd party licensing for software that may be running on any system we provide as an extraction request.
End-of-contract process
The off-boarding high level process is as follow:
• An authorised client representative formally notifies Core to terminate the service.
• The date and time at which access to the service will be formally agreed.
o All access to servers will cease at this time.
o All networking components / VPN connections will be halted at this time.
• All data requested to be extracted from the servers will be taken out after the access have been cut off. Data extraction fees are on a time and materials basis from the SFIA rate card.
• Once all data extracts are complete all servers for the solution will be programmatically wiped from the IaaS backend including all backups, storage and recovery vaults. This process cannot be reversed once completed and data is permanently wiped and totally unrecoverable once removed.
• Billing for the service will be calculated up to the point at which all servers and services have been wiped from the system and a final bill with usage breakdown will be issued.

Using the service

Web browser interface
Yes
Using the web interface
Device self service such as asset control, remote inventory and remote wipe.
Software self service, such as installation of allowed software and request approval workflows for licenced software.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Large font and high contract fonts available.
Web interface accessibility testing
The web interface is not compliant with screen readers for the blind.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Core monitor services for trending growth and add dynamic services as required. The nature of the design in Azure guarantees no impact to end users.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Website availability
  • Website loadtimes
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft, Quest Software, One Identity, Beezy, Nintex, K2.

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
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
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
End point devices where required
Backup controls
If Endpoint backup is required then this is negotiable.
Datacentre setup
Single datacentre with multiple copies
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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)

Availability and resilience

Guaranteed availability
99.95%
Severity 1
Incident
Response Time: 60 Mins
Resolution Time: Continuous. 6% of the Daily Charges for the
Service Month in which the incident occurred
if Company does not respond to and resolve
100% of the Severity 1 Incidents within the
Resolution time within a Service Month
Severity 2
Incident
Response Time: 2 hours
Resolution Time: Continuous unless customer ops out 4% of the Daily Charges for the
Service Month in which the incident occurred
if Company does not respond to and resolve
100% of the Severity 2 Incidents within the
Resolution time within a Service Month
Severity 3
Incident
Response Time: 4 hours
Resolution Time: Continuous effort between hours of 9-5 2% of the Daily Charges for the
Service Month in which the incident occurred
if Company does not respond to and resolve
100% of the Severity 3 Incidents within the
Resolution time within a Service Month
Severity 4
Problem
Response Time: 8 hours
Resolution Time: Continuous effort between hours of 9-5 2% of the Daily Charges for the
Service Month in which the incident occurred
if Company does not respond to and resolve
100% of the Severity 4 Incidents within the
Resolution time within a Service Month
Approach to resilience
Additional information on request but Core apply best practice Azure IaaS build specifications.
Outage reporting
Service outages in Azure are publicly available by default. Instance outages and failovers are reported during an outage of any kind. This will be further reported against during the service review meetings.

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
All support access channels are controls via privileged account management (PAM) with auditing.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

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
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
QMS International Limted
ISO/IEC 27001 accreditation date
06/05/2016
What the ISO/IEC 27001 doesn’t cover
None
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
Core follow ISO27001 and ISACA COBIT 5 methodology for policy, process and framework. Other connected frameworks that make up our entire managed service and internal IT support service include ITIL, TOGAF and Prince2.

These policies and processes also closely map to the UK Governments Cloud Security Principles.

Our framework is managed directly through the CTO's office at Core where the role of DPO also resides for any GDPR compliancy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Core has a robust and controlled Change Management process. Requests for change (RFC) are evaluated for the intended (and unintended) outcomes. A risk assessment is performed to understand the risk and impact to both the end user and the client entity. The risk of and the impact of failure is calculated as high, medium or low. The RFC requires three signatories (Platform operations, Platform Security and Service Operations) for the change to be implemented. Services, components, and required changes are tracked through the Service catalogue and Change processes. The service lifetime is aligned to Microsofts product, technology and service lifecycle.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Core have Nessus Cloud and Microsoft System Centre Configuration Manager deployed across all managed desktops. These products back each other up to provide up to date information on known vulnerabilities and patching requirements. We also use a variety of Microsoft licensed products (but this depends on our client purchasing and risk profiles. These include Cloud App Security, Defender Advanced Threat Protection (endpoint), Office 365 Advanced Threat Protection (email), Defender Advanced Threat Analytics and Azure Security Centre.

Patches are applied as soon as we receive an alert (so within 24 hours of information dissemination).
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Compromises are identified instantly through DLP and Information Protection Policies. Security Incident response is dependent on whether the client wants to purchase this from Core but typically as soon as an event is triggered or observed. This will then be followed up in accordance with contract SLAs or OLAs.
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
Core run an ITIL compliant helpdesk and incident management approach. All calls can be made directly to our 24/7 ServiceDesk function. Reports will be generated by the incident team and delivered to the client via the service delivery manager.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
Azure
How shared infrastructure is kept separate
Most Microsoft business cloud services are multitenant services, meaning that your data, deployments, and virtual machines may be stored on the same physical hardware as that of other customers. Microsoft uses logical isolation to segregate storage and processing for different customers through specialized technology engineered to help ensure that your customer data is not combined with anyone else’s.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Core utilizes the Microsoft Cloud for hosting of all services. The Microsoft Cloud adheres to the EU Code of conduct for energy efficient datacenters.

Pricing

Price
£25.00 to £90.00 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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