UKFast

FASTdesk - desktop as a service (DaaS)

FASTdesk is our desktop as a service (DaaS) product, based on our award-winning eCloud platform. It combines enterprise-grade infrastructure and hosting with market-leading Citrix desktop-virtualisation technology. FASTdesk is designed to security levels equivalent to both OFFICIAL (IL0-2) and OFFICIAL-SENSITIVE (IL3-4) standards.

Features

  • Works on any device that can run Citrix Receiver
  • Three tiers of desktops available - Standard, Pro, Pro Plus
  • Choose from multi-tenant and single-tenant desktops
  • High GPU desktop available
  • Run your own business applications on a dedicated XenApp server
  • Managed patch deployment on OS and supported applications
  • SSD-based storage for superior performance
  • Data encrypted via 2014 bit SSL
  • All connections into environment secured via Netscaler Gateways
  • UKFast owned and operated UK data centres

Benefits

  • Predictable per-user price model with simple linear scaling
  • Run any combination of desktop types for different users
  • Offer end users a consistent desktop experience from any device
  • Manage security centrally
  • UK data sovereignty guaranteed
  • Power desktops for end users running intensive applications
  • Infrastructure and end user support from dedicated FASTdesk support engineers

Pricing

£22 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

750855223978450

UKFast

Garry Prior

0800 458 4545

garry.prior@ukfast.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints Active Directory Integration not available - we recommend and can offer private Virtual Desktop Integration if ADFS integration is required
System requirements
  • Fair usage and Terms of Service apply
  • Network / internet connection required to access FASTdesk
  • Devices must be capable of supporting Citrix Receiver

User support

User support
Email or online ticketing support Email or online ticketing
Support response times From 15 minutes but Severity and SLA dependent
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 No
Support levels All UKFast customers have access to ticket and telephone-based support, unless they choose to take an unmanaged service. Customers have access to a named Account Manager who takes overall responsibility for the customer's commercial, technical and support relationship with UKFast. Customers are assigned a support "pod" based on the type of solution they have with UKFast. This ensures customers will always be supported by the same core team of support engineers who are technical experts in their particular solution. Enterprise and public sector customers also have access to a named Service Manager in addition to their Account Manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Full help documentation available at docs.ukfast.co.uk. Onboarding support is provided by our FASTdesk support engineer team along with solutions architects. We offer services to enable seamless on-boarding and collaborate to design a bespoke solution to meet your requirements. An onboarding process would typically include - Discovery process / Timeline setting / Risk assessment / Implementation process / Quality Assurance
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction At the end of the contract any customer data stored will only be extracted by UKFast with the prior consent of the customer. UKFast shall purge and destroy (as defined in security accreditation for different ILs) customer data from any of its own equipment after the contract ends.
End-of-contract process A similar process to on-boarding is provided for customers wishing to leave UKFast. We provide full transitional services at an additional charge (please refer to the pricing document for more details). An example phased off-boarding process is as follows: 1. Discovery: UKFast meets the customer’s new provider who will lead the project 2. Timelines: Timelines are agreed where possible and alternatives offered when needed 3. Risk: UKFast identifies any risks that may not be apparent to the new provider or that are inherent to the UKFast solution 4. Implementation: UKFast assists the new provider if needed 5. Quality Assurance: UKFast offers a debrief and review meeting if the new provider requires.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile optimised desktop experience on Android / iOS / Windows Phone operating systems
Accessibility standards None or don’t know
Description of accessibility UKFast web interfaces including FASTdesk and MyUKFast are in the process of being redesigned, which will include compliance with WCAG accessibility standards.
Accessibility testing Testing against WCAG guidelines
API No
Customisation available Yes
Description of customisation Customers can choose which apps they wish to access including Microsoft Office and Google Chrome. Additionally customers can choose to run their own "line of business" applications, including running databases on a FASTdesk database server attached to their desktop environment. End user desktops can be assigned different levels of resource depending on requirements.

Scaling

Scaling
Independence of resources Allocation of end user desktops to virtual machines is managed at the platform level based on customer requirements. Pro and Pro Plus desktops are each allocated their own virtual machines. Standard desktops are multi-tenant where multiple users share virtual machines. The FASTdesk infrastructure and engineering teams proactively manage the overall platform capacity to ensure service levels meet customer expectations.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 No
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach FASTdesk users can "drag and drop" data and files into their local drives as required
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats All supported formats
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats All supported formats

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
  • Legacy SSL and TLS (under version 1.2)
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 Network availability - 100% Infrastructure availability - 99.99% Availability is based on the total number of operating hours of a given calendar month and excludes planned and emergency maintenance. Service credits of up to 10% of the standard monthly support fee are payable for any month where the availability SLA is not met.
Approach to resilience UKFast owns and operates a 5.52MW tier 3 1,000 rack data centre estate. This contains multiple physically separate buildings, connected by dedicated fibre. High voltage power connections are provided from four separate primary sub-stations. All mission-critical services including Standby Generation, Cooling systems and UPS (uninterruptible power system) are provided at N+1 or greater across the whole facility. The complex has a power density of over 6KW per square foot, providing diverse A & B power to each data rack, and all eCloud service platforms are supported from quadruple power feeds. The data centre complex is supported by 9MW of standby generation with over 100,000 litres of fuel storage and eight hour fuel supply SLA. All critical services are supported by 4.6MW of UPS power and 4.9MW of data centre cooling. The public sector hosting suite has fully resilient networking, switches, carrier-redundant leased lines, power and backup generators, all separated from the rest of the UKFast network and data centre complex.
Outage reporting A public status page is available on the UKFast website, which shows live status of our core network and infrastructure along with details of any incidents. Customer notifications are managed via our ticketing system accessible via MyUKFast.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels Management access to environments is strictly restricted to authorised and vetted personnel only. Granular access rights ensure individual personnel have access to only the resources they need in order to carry out their specific tasks and responsibilities. Logical and physical separation of access rights is provided, and all management interfaces are restricted to internal privileged networks and are not accessible to the internet or external networks.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 LRQA
ISO/IEC 27001 accreditation date 23/06/2016
What the ISO/IEC 27001 doesn’t cover All processes are covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Ultima Risk Management
PCI DSS accreditation date 22/08/2016
What the PCI DSS doesn’t cover Office network not covered as this has no access to client infrastructure.
Other security accreditations Yes
Any other security accreditations
  • Cyber essentials / cyber essentials+
  • SOC 2

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 An ISO27001-compliant information security management system is operational

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 Change management system operational which documents all changes, responsible parties, time of change and senior-level sign off. All changes pass through a Change Advisory Board (CAB).
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability scan run once per month and critical vulnerabilities patched within 30 days. Additional vulnerability scan run after any significant change implementation.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Internally designed and developed threat monitoring system is run on all infrastructure.
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 ISO27001-complaint processes and systems for incident response are operational.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £22 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30 day trial for up to 10 desktops

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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