I-KONIC LIMITED

Citrix Cloud Services

Citrix Cloud Services combine the benefits of application and desktop virtualisation, mobility management, enterprise file sync and sharing, data analytics and network services to deliver secure digital workspaces. The service offers an integrated workspace-as-a-service to enable secure access to apps, desktops and data from anywhere.

Features

  • Citrix Cloud Service Design, Implementation and Consultancy
  • Citrix Workspace, Virtual Apps, Virtual Desktops
  • Citrix Workspace, Endpoint Management, Citrix Files, Secure Browser
  • Citrix Networking, Citrix ADC (NetScaler), Citrix Gateway, Analytics
  • Citrix Certified Specialist Partner
  • Department of Citrix Certified Professionals
  • Public, Private, Hybrid Cloud readiness assessment, design and delivery experience
  • SAAS, Software as a Service, convert, cloud deliver, applications
  • Enablement of cloud smart application and desktop strategy
  • User behavior analytics, security insights, proactively handle application security threats

Benefits

  • Cloud design implemented following best practise and consulting experience
  • Citrix experts designing, implementing and supporting at every step
  • Enablement of employee digital workspace, mobility managment
  • Dynamic scaling of workload up/down to minimise cloud consumption costs
  • Rapid provisioning of patches, updates, configuration and security changes
  • Reduce CapEx and Support Costs
  • Reduce Application support and delivery lead time
  • Manage file sharing and secuirty centrally with Content Collaboration (CitrixFiles)
  • Public, Private, Hybrid cloud, Data Centre Managment and transitions
  • Reduce Security threats with dynamic Security analytics and challenge response

Pricing

£35 to £900 per user per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 8 8 6 3 3 5 1 7 7 1 4 7 8 5

Contact

I-KONIC LIMITED

Sean Russell

01418105848

sean.russell@i-konic.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Citrix Cloud Workspace services requires the following minimum configuration:

An Active Directory domain (can be public cloud hosted).
Two physical or virtual machines for the Citrix Cloud Connector (can be public cloud hosted).
Physical or virtual machines, joined to your domain, for hosting workloads and other components (can be public cloud hosted).

Supported web browsers:
Latest version of Google Chrome,
Latest version of Mozilla Firefox,
Latest version of Microsoft Edge,
Microsoft Internet Explorer 11,
Latest version of Apple Safari
System requirements
  • An Active Directory domain (can be public cloud hosted)
  • Two physical or virtual machines for the Citrix Cloud Connector
  • Domain-joined Physical or virtual machines for hosting workloads
  • Operating System licences (or subscriptions) for hosted desktops and servers
  • Relevant Client Access Licences for users accessing virtual sessions
  • Supported Browser Latest version Chrome, Firefox, Edge, IE 11, Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Citrix Technical Support assistance is available 24/7/365 for Severity 1 incidents (site outage) with a response time < 30 minutes. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours with a response time of 2 or 8 hours respectively
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
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Get fast answers to general technical questions from Citrix Technical Support chat agents. Customers will be transferred to the web (eServices) queue if additional troubleshooting assistance is required. Text only Web chat.
Web chat accessibility testing
Unknown
Onsite support
Yes, at extra cost
Support levels
Required support Levels and associated costs agreed with customer to deliver exact support requirements. Example of support services available include the following additional services as required: technical account management, telephone and web support during standard working hours 0900-1700, 24/7, out of hours and Cloud Support Engineer services.
Support available to third parties
No

Onboarding and offboarding

Getting started
New Citrix Workspace Service customers are provided with Customer Success Manager to assist with the on-boarding and adoption of the service. They provide guidance and walk-through the process of signing up the service. The Customer Success Manager will: Identify project teams, Discuss Use Cases, Create Success Plan, Develop rollout schedule, Create training plan. Training is provided via Training Guide Documentation and How-to Videos. All on-boarding guides are available from the Citrix website.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Citrix shall return or provide an opportunity for users to retrieve all Personal Data after the end of the provision of services and delete existing copies as follows: You shall have thirty (30) calendar days to download Your Personal Data after termination of the Agreement and must contact Citrix technical support for download access and instructions. Further details about the CITRIX DATA PROCESSING AGREEMENT can be found at https://www.citrix.com/content/dam/citrix/en_us/documents/buy/data-processing-agreement-en.pdf
End-of-contract process
The contract includes the full provision of the purchased service and support for the duration of the contract - normally 1,2 or 3 years. No further cost is associated with the purchased service for the duration. Prior to the end of the contract the customer will have the choice to renew the service based on the subscription pricing that is available at the time of renewal. If the service is not renewed at the end of the contract the service will be terminated.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Different versions of Citrix Workspace App and Citrix Receiver are installed for a mobile and desktop device. No feature difference between mobile and desktop service.
Service interface
Yes
Description of service interface
The Citrix Cloud Service Console is the web-based service interface where you set up Adminstrator accounts, delegated administration, subscribe to services, configure and provision services, log support cases, monitor usage and performance for all Citrix Cloud Services. The Citrix Cloud Service Console is accessed at https://citrix.cloud.com/

Supported web browsers:
Latest version of Google Chrome
Latest version of Mozilla Firefox
Latest version of Microsoft Edge
Microsoft Internet Explorer 11
Latest version of Apple Safari
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Citrix is committed to making technology accessible to everyone and are currently engaged in high-priority initiatives to design and engineer products with a focus on improved usability and accessibility for all customers, with or without a disability. Citrix is committed to supporting well known accessibility standards including Section 508 compliance and WCAG 2.0. Further information regarding Citrix commitment and compliance with accessibility standards can be found at https://www.citrix.com/en-gb/about/legal/security-compliance/section-508.html
API
Yes
What users can and can't do using the API
API owned and controlled by Citrix. Requirements reviewed and agreed with customer
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The Service can be customised as follows:
Change access to workspaces,
Change authentication to workspaces,
Customise the appearance of workspaces,
Customer workspace preferences.

Users can customise the service from "Workspace Configuration" which is available from the Citrix Cloud menu after you create the first catalogue.
Customisation can be carried out by Workspace administrators.

Scaling

Independence of resources
Citrix Cloud is designed using industry best practices to achieve cloud scale and a high degree of service availability.

Citrix’s goal is to maintain at least 99.9% availability in any 30 calendar day period. Service interruptions and scheduled maintenance can be monitored on an ongoing basis at http://status.cloud.com

Analytics

Service usage metrics
Yes
Metrics types
Monitor in the Citrix Cloud console provides a real-time web tool you can use to monitor, troubleshoot, and perform support tasks for end users. These tools allow you to monitor the following service usage aspects:
User sessions and session use
Logon performance
Connections and machines, including failures
Load evaluation
Historical trends
Infrastructure
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Citrix

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
The Citrix Cloud control plane does not store sensitive customer information. Instead, Citrix Cloud retrieves information such as administrator passwords on-demand (by asking prompting the administrator explicitly). There is no data-at-rest that is sensitive or encrypted, and thus you do not need to manage any keys. Citrix Files stores your files in secure, SSAE 16 audited datacentres. Citrix Files privately managed server farm is equipped with the latest firewalls and Internet security updates to help keep your data completely safe, and physical security measures from fingerprint scanners to ballistic-proof exteriors protect against theft and natural disaster.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Requirements reviewed and agreed with customer
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Citrix and Microsoft goal is to maintain at least 99.9% availability in any 30 calendar day period. Other Public and Private clouds maintain individual levels of SLA. All availability requirements, including SLAs are reviewed and agreed with customers to meet individual requirements.
Approach to resilience
Reviewed and agreed with customer to meet requirements dependent on selection of Public, Private, Hybrid cloud or data centre for hosting.
Outage reporting
Analytics, Insights and Outage reporting requirements reviewed and agreed with customer to meet requirements and dependent on the hosting platform provide a selection of Dashboards, APIs and Email Alerts

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
Variety of authentication methods available for selection to be discussed and agreed to meet customer requirements
Access restrictions in management interfaces and support channels
Access is restricted by default and customised to meet customer requirements
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

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
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Reviewed and customised to meet customer requirements
Information security policies and processes
Reviewed and customised to meet customer requirements

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Reviewed and customised to align with customer Change Advisory Board (CAB) procedures
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Cloud analytic security services reviewed and agreed for deployment with customer to meet security requirements. Dynamic patching schedule available to meet customer requirements
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Citrix Analytics and other tools used to dynamically monitor and react to potential compromise. Available options provided for review and selection by customer
Incident management type
Supplier-defined controls
Incident management approach
Service Desk available to customer online or via phone for logging of all incidents to agreed SLA

Incident reports available online and via e-mail to meet customer requirements

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£35 to £900 per user per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Every Citrix Cloud service is available on a free trial basis. Customers need only establish a Citrix Cloud login and ID on citrix.cloud.com and request the trials they desire from the main menu. Some trial requests may require specific approvals before being granted.

Service documents

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