Rocktime Ltd

Web Hosting

Rocktime provides a hosting infrastructure for the public sector for cloud hosting, managed server hosting, dedicated hosting. Each solution is tailored specifically to the client and the project(s) in question and can include Secure Encryption (SSL), Failover, Load Balancing with 24/7 support 365 days a year.


  • Cloud Hosting
  • Managed Web Server Hosting
  • Dedicated Web Server Hosting
  • Failover Web Server Hosting
  • Load Balancing Web Server Hosting
  • Secure Encryption SSL
  • Data Backup
  • 24/7 365 days a year support
  • Email Hosting
  • PCI Complaint Hosting


  • Extremely cost effective
  • Fast and reliable connectivity
  • Custom and flexible tailored solutions
  • Effective monitoring and reporting
  • Backup and Disaster Recovery
  • Business Continuity Planning
  • Building Resilience by Design
  • Big Data and Data Management
  • Adapting technology processes for agility
  • Reshaping technology for digital business


£5000 to £20000 per instance

Service documents

G-Cloud 9


Rocktime Ltd

Martin Bradbury

01202 678777

Service scope

Service scope
Service constraints License for single instance usage
System requirements
  • Microsoft Internet Information Services (IIS) 8
  • Microsoft .Net Framework 4
  • Microsoft Server 2012 or Higher

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Emails are responded to within one hour. Weekend support is available via a dedicated support form
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 Yes, at extra cost
Support levels The support types are prioritised according to potential business impact and are identified as follows:

Priority Level 1
• Critical bug fixes (errors that prevent the site from functioning)
• Ecommerce (errors that prevent the site from functioning)
• Payment platform (errors that prevent the site from functioning)
• Server Diagnosis (if on Rocktime Hosting)

Priority Level 2
• Minor Bug fixes
• Validation issues
• JavaScript issues

Priority Level 3
• Simple text changes (for static content)
• Graphical amendments (for static content)
• Minor usability changes
• Simple programming changes
• Browser compatibility issues (for static content) for past and / or future browsers
• Minor layup alterations (for static content)

Priority Level 4
• Core updates
• Module updates (core and control panel)
• Security updates

Each support issue will have a ‘ticket’ raised and the appropriate resolution/work will be scheduled within our standard work schedule and communicated to the client.

Our response times for support issues raised during normal working hours are as follows:

• Priority Level 1: Within 36 hours
• Priority Level 2: Within 50 hours
• Priority Level 3: Within 1 Week
• Priority Level 4: Updates applied every 6 months (unless critical)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Rocktimes mantra is to build partnerships with our clients to ensure the best possible outcomes. This involves scoping and stakeholder workgroups at the onset and regular account and project management meetings with the client during the delivery process. Full training is supplied onsite on a one-to-one or one-to-many basis, ongoing training support is via telephone or screen share facilities.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All data is held in a SQL database or if integrated, within the users systems. all data will be extracted by Rocktime and sent to the user in their prefered format at the end of the contract.
End-of-contract process Rocktime have a documented process for onboarding and offboarding clients using verso. this includes extracting client data from verso and ensuring all API links are closed. Any developer time required for this process will be quoted for depending on the client configuration.

Using the service

Using the service
Web browser interface Yes
Using the web interface Users with the appropriate permissions will be able to add/edit/delete the following: users, pages, content, navigation, site structure and metadata.
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing N/A
Command line interface No


Scaling available Yes
Scaling type Automatic
Independence of resources Users are covered by an SLA which guarantees service availability
Usage notifications Yes
Usage reporting
  • Email
  • Other


Infrastructure or application metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
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
  • Website files
  • Database
  • User Data
  • Website Content
  • Media & Documents
Backup controls A backup schedule and SLA is agreed with the client at the contract stage
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Updates will be carried out on request by the client according to the following summary of services: Option 1: Telephone and email support service during standard working hours and evenings Email support service during evenings Site Monitoring Response Times Priority Level 1 Within 24 hours Priority Level 2 Within 50 hours Option 2: Telephone and email support service during standard working hours Email support service during evenings Site Monitoring (tests every 5 mins) Response Times Priority Level 1 Within 18 hours Priority Level 2 Within 50 hours Option 3: Telephone and email support service during standard working hours Email support service during evenings and weekends Site Monitoring Response Times Priority Level 1 Within 12 hours 24/7 Priority Level 2 Within 40 hours Option 4 - Critical: Telephone and email support service during standard working hours Email support service during evenings and weekends Site Monitoring Response Times Priority Level 1 Within 4 hours 24/7 Priority Level 2 Within 24 hours Note: These are response times for incident notification; they are not times for incident resolution.
Approach to resilience Information available on request.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels The CMS's control panel utilises role based permissions, so staff and admin user functionality is defined by the users individual login permissions. Support functions are limited to named persons within the organisations who will either email or provide authentication when using telephone support
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information No audit information available
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The British Assessment Bureau (UKAS accredited)
ISO/IEC 27001 accreditation date 07/02/2017
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations CESG Architectural Pattern No. 10

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 Our systems and services are compliant with ISO:27001 (2013)

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our Content Management System (CMS) has a release cycle for upgrades and changes, the implementation of which is managed under ISO:9001 (2015) & ISO:27001 (2013)
Vulnerability management type Supplier-defined controls
Vulnerability management approach In accordance with ISO:27001 (2015) Rocktimes approach for managing vulnerabilities is as follows Timely identification of vulnerabilities - The sooner we discover a vulnerability, the more time we will have to correct it, or at least to warn the clients about the situation, decreasing the opportunity window a potential attacker may have. Assessment of Rocktimes exposure to a vulnerability. - Rocktime will risk assess to identify and prioritise those vulnerabilities that are more critical to our own or our clients assets and business. Proper measures considering the associated risks - plan actions and allocate resources to deal with risks accordingly.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Rocktime conforms to ISO 27001 (2015) requirements for logging and monitoring. This includes Event Logging, Protection of log information, Administrator and operator logs and clock synchronization.
Incident management type Supplier-defined controls
Incident management approach Rocktime conforms to ISO 27001 incident management clauses that include: 5.1 — Leadership and commitment 7.2 — Competency 5.3 — Organizational roles, responsibilities and authorities A.16.1.1 — Responsibilities and procedures A.16.1.4 — Assessment of and decision on information security events A.16.1.5 — Response to information security incidents A.16.1.6 — Learning from information security incidents

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 VMware
How shared infrastructure is kept separate Each organisation will have its own virtual machine.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £5000 to £20000 per instance
Discount for educational organisations No
Free trial available No


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