Q Associates Limited

UKCloud_Email and Collaboration OFFICIAL (Assured)

Our Zimbra-based public cloud email service is designed exclusively for the UK Public Sector, and is compliant with GDPR and suitable for OFFICIAL workloads, based in UK Crown hosting datacentres to ensure data sovereignty. The service is scalable on-demand, flexible, billed monthly, and with full support free of charge.

Features

  • Enterprise grade email and collaboration solution based on Zimbra
  • Share information and documents safely and securely
  • Fully featured calendaring solution including sharing and resources
  • Connect via DDoS-protected Internet, PSN (GCF, Assured/Protected), N3/HSCN and Janet
  • Works with existing mail clients (outlook) and mobile mail solutions
  • Secure: suitable for OFFICIAL & OFFICIAL-SENSITIVE data
  • Security Assured; UK hosted by SC and NPPV cleared personnel
  • Green; UK facilities which offer market leading efficiency
  • Pay for what you use, scale indefinitely and on-demand
  • Ability to enable and configure TLS and anti-spoofing

Benefits

  • 30 day free trial option
  • Work collaboratively with other government organisations
  • Manage your estate: book meetings, resources or rooms
  • All public sector – local government, health & bluelight
  • Expand without having to overhaul your estate or purchase hardware
  • Reduce local compliance overhead with pre-accredited solutions
  • Know where your data is at all times
  • Easy to adopt: test, develop and run proof of concepts
  • Flexible payment options reduce CAPEX spend
  • Communicate using government recommended security

Pricing

£3.25 per unit per month

Service documents

G-Cloud 10

791208805287507

Q Associates Limited

Chris Pike

01635 248181

gcloud@qassociates.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints .
System requirements .

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24 hours, 7 days a week
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 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 Onsite support
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.
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.
Q Associates also has Cloud Migration services to support more detailed integration issues between public and private clouds
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 within their environment. Data can be extracted via API.
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.
Q Associates also has Cloud Exit Services on G-cloud to assist with more detailed integration issues.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service .
Accessibility standards None or don’t know
Description of accessibility ,
Accessibility testing None
API Yes
What users can and can't do using the API The API provides methods to Import Messages, Contacts, Appointments, Tasks and export Mailboxes.
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources In order to guarantee that users are not affected by the demands from other users, we use reource reservations and shares such as internet bandwidth shaping. In addition, the capapcity planning team ensure that usage in terms of all resources are constantly monitored and increased accordinglty relating to user demand.

Analytics

Analytics
Service usage metrics No

Resellers

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

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 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
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 The API provides methods to export Messages, Contacts, Appointments, Tasks and Mailboxes.
Data export formats Other
Other data export formats PST
Data import formats Other
Other data import formats PST

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 additional encryption such as TLS 1.2
• IPSec VPN tunnels
• Via private networks such as leased lines or MPLS
• Via public sector networks such as PSN, N3, Janet
Data protection within supplier network
  • TLS (version 1.2 or above)
  • 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 Elevated OFFICIAL platform. All data flows are also subject to our protective monitoring service.

Availability and resilience

Availability and resilience
Guaranteed availability 99.99%
Approach to resilience Our service is deployed across a number of zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware).
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 needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels UKCloud, our service provider - 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 restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 "NQA for Q Associates LRQA for UKCloud"
ISO/IEC 27001 accreditation date "Q Assocaites - April 2016 UKCloud - 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 "Q Associates - N/A UKCloud - 28th October 2016"
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover Nothing
PCI certification No
Other security certifications Yes
Any other security certifications ISO27018 - UKCloud

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards CSA STAR, ISO27001, ISO27017, ISO27018 and ISO20000
Information security policies and processes Q Associates are accredited to ISO27001 and independently audited each year. All staff are reviewed and tested annually in relation to their understanding of our ISO27001 policies and training aligned according to the overall results. We are also Cyber Essentials certified and have access when necessary to a team of secure staff from our QSS division who regularly deal with sensitive public-sector organisations. Full information relating to our ISO27001 policies and processes is available upon request. Additionally, our service provider, 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, ISO27017 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 Q Associates has documented configuration and change management available upon request.
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 Our Service provider, 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 UKCloud - Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment.  Their 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.
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 Q Associates has fully documented Incident management processes (Available on request). UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with 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 customers and partners. All incidents are promptly reported into a central ticketing system, which ensures each is promptly assigned to an appropriate resource, and 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)

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 £3.25 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial "Free trials are available to both new and existing customers for products that haven't previously purchased or trialled. Free trials are excluded from any SLA credits and are limited to 30 days’ based on a fair usage policy.
"
Link to free trial https://ukcloud.com/free-trial-sign-up

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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