UKCloud Ltd

Cloud Storage at Tier 2

Cloud Storage provides a trusted, securely connected and accreditable platform to store sensitive data sets classified at SECRET or above OFFICIAL. The service is hosted in UK, IL5/ListX capable data centres and operated by UK based government security cleared staff.


  • Supports various developer languages, RESTful and Amazon S3 API
  • Encryption of data at rest using 256-bit AES encryption
  • Flexible and non-proprietary APIs avoiding lock-in
  • 24/7 service desk included as standard with SLA response times
  • Hosted in two UK data centres separated by over 100km
  • High Threat Gateway controlling access between OFFICIAL and SECRET domains
  • Operated by SC/DV and NPPV cleared UK based personnel
  • Aligned with DIS 11 Commandments, three principles and NCSC CSP
  • Connect over Foxhound, SLI or Global Connectivity with Sovereign Encryption
  • Based on proven technologies from DellEMC, RedHat and AWS S3


  • Reduce local storage requirements and overheads
  • Secure access to data from various secure devices and locations
  • Support for wide range of open-source and commercial applications
  • Specialist support so you get the most out of cloud
  • Ensure data is able to survive local failure and disaster
  • Secure equivalent to data diodes enabling development below SECRET
  • Assurance of UK based personnel extensively vetted and security trained
  • Easily deploy VFM solutions in line with strategic guidelines
  • Use encrypted bearer or "tunnel inside" over bearer of convenience
  • Platform that doesn't lock you in to a proprietary platform


£0.30 per gigabyte per month

Service documents

G-Cloud 9


UKCloud Ltd

A Bright

01252 303 300

Service scope

Service scope
Service constraints * Management configuration and administration of layers above the IaaS (for example, the procurement or development of the application and the correct implementation and usage of the appropriate API).
* Customers must demonstrate compliance with the access requirements of private networks and UKCloud System Interconnect Security Policy
* Given the nature of this service, UKCloud will work with the customer to create a detailed design for the Cloud Storage at Tier 2 platform
* Planned and emergency maintenance windows are identified in the service definition
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets are responded to on a priority basis. We aim to respond to ALL initial questions within 15 minutes during normal business hours and High Severity tickets will be answered 24/7
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 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 Web chat is recommended for low security interactions only. Please use secure email or telephone of sensitive interactions.

Slack is accessible via any web browser that supports HTML5 and is also accessible programmatically via its API. Alternatively, Slack can be used via its own desktop client.
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels UKCloud's standard support includes Customer Success Managers, Technical Account Managers, support engineers and a 24/7 Network Operations Centre. We aim to respond to ALL incidents within 15 minutes between 08:00-20:00 every weekday. High Priority incidents will recieve a 15 minute response on a 24/7 basis.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All new customers are assigned a Customer Success Manager that will provide proactive support and advise for the first 90 days. This also includes the assistance from devops and cloud architects to ensure the right solution is provisioned and maximised for the workloads, along with a range of user guides.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Video
  • Audio
  • Webinars/Webex
  • Presentations
End-of-contract data extraction The customer has complete autonomy of how data is stored and managed. Data can be extracted by either API or CLI.
End-of-contract process We will return all your data and materials which cannot be deleted or exported by you, and securely destroy all copies of your data on your written instruction.  We will return any pre-paid sums for services not delivered to you. We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition. We will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

Using the service
Web browser interface Yes
Using the web interface We provide a control panel allowing users to provision, manage and decommission various aspects of this service. It also allows users to interface with the UKCloud service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. Launch, manage and delete virtual network, compute and storage resources. Display network topology. Manage images including creation and recover of backups. Control access and security including key pairs, API access and floating IPs. Manage load balancers.
Web interface accessibility standard None or don’t know
How the web interface is accessible The web interface is accessible using the most common web browsers and will be delivered over secure networks such as SLI or bearers secured with Sovereign Encryption. The web interface is protected by standards-based encryption, two-factor authentication and optionally IP address restrictions. The web interface is entirely HTML5 and does not require any auxiliary plug-ins, therefore the web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
Web interface accessibility testing None
What users can and can't do using the API You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying propriatry API, and access via AWS S3 and OpenStack SWIFT compatible API
The APIs provides the ability to create/delete/list and manage buckets, add and delete objects, assign and search metadata and management of ACLs.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools Jenkins
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface Customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI

The CLI provides the ability to create/delete/list and manage buckets, add and delete objects, assign and search metadata and management of ACLs.


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.
Usage notifications No


Infrastructure or application metrics Yes
Metrics types Disk
Reporting types
  • API access
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
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 Data
Backup controls Users schedule backups through a web interface
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

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
  • Other
Other protection between networks We offer the choice of connecting:
• Via the internet using sovereign encryption or CAPS / X-Kryptor
• Tunnel inside over bearer of convenience
• Secure private networks such as appropriately encrypted leased lines
• Via SECRET public sector networks such as SLI or Foxhound
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network We use dedicated CAS-T circuits between each of our sites to ensure the protection of customer data in-flight. We additionally encrypt this data within our platform. All data flows are also subject to our protective monitoring service. Customers are able to protect individual dataflows with session level encryption.

Availability and resilience

Availability and resilience
Guaranteed availability 99.90% - 99.99% depending on Service level chosen
Approach to resilience Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting All outages will be reported via the Service Status page and the notifications service within the UKCloud Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.  In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Other
Other user authentication For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restrictions in management interfaces and support channels Customers have the option to raise a support request via telephone or email. UKCloud will always authenticate the identity of the user by validating known phone numbers and asking them for specific characters within their pre-agreed memorable word. The management interfaces are only available on the UKCloud network.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • 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 LRQA
ISO/IEC 27001 accreditation date 8th May 2012
What the ISO/IEC 27001 doesn’t cover Nothing
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 28th October 2016
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security accreditations Yes
Any other security accreditations
  • ISO27018
  • Cyber Essentials
  • Cyber Essentials Plus
  • PSN
  • ISO20000

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards In addition to CSA STAR, ISO27001, ISO27018 and ISO20000, we are planning to certify ISO27017
Information security policies and processes UKCloud has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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 UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects its OFFICIAL platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment.  Our approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13 (Protective Monitoring for HMG ICT Systems).  It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups.  Any alerts generated are logged and investigated 24x7. Our SECRET platform leverages an enhanced variant of this capability.
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 UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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 Other
Other virtualisation technology used The service may be provided using Software Defined Storage technologies from Dell/EMC or Red Hat
How shared infrastructure is kept separate This solution has been previously been validated by the NCSC PGA (at OFFICIAL/IL3/IL4) and that implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £0.30 per gigabyte per month
Discount for educational organisations No
Free trial available No


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