CWCS Managed Hosting

Public Cloud Hosting

Our Public Cloud is built with speed, security, control and uptime in mind. We offer self-managed to fully managed solutions depending on your technical ability. We are ISO 27001:2013 accredited and privately own our Data Centres. Our support team are available 24/7 to ensure you have the best hosting experience.

Features

  • Supreme UK Based 24/7 In-House Support
  • Dell EMC Unity Enterprise Storage
  • Scaleable resources on demand
  • VM control panel integrated into our customer portal
  • Secure Shell (SSH)/Remote Desktop and console access
  • Hourly billing available
  • We can install and support Windows and Linux operating systems
  • We can install and support Plesk and cPanel/WHM control panels
  • 100% Network Uptime Guarantees
  • Automatic Provisioning

Benefits

  • Experienced Technical Support Engineers are UK based and available 24/7
  • EMC Enterprise Storage is used, giving you super fast performance
  • Scale your resources on demand when required
  • SSH/RDP direct server access gives you ultimate server control
  • The ability to reboot/reinstall the server if required
  • Our highly trained engineers support both Windows and Linux distributions
  • Control Panels are user-friendly interfaces to help manage your hosting
  • Relax, knowing that our network will be up 100%
  • With automatic provisioning your server will be online in seconds
  • Flexible billing options to suit your project needs

Pricing

£14.45 to £1298.50 per virtual machine per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 9 2 9 2 1 8 5 9 6 2 1 4 8 6

Contact

CWCS Managed Hosting

Karl Mendez

0800 1 777 000

sales@cwcs.co.uk

Service scope

Service constraints
Planned maintenance may impact connectivity to the cloud but will be done outside of core hours and be kept to a minimum. Where possible we will provide notice of maintenance at least 5 days in advance.
System requirements
No specific system requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our UK based support team are available 24/7. We aim to respond to support enquiries within 90 minutes. We offer enhanced support packages that offer 15 minute response times.
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
Our support chat is available online whilst customers are logged into their client area. Customers can simply start a chat with one of our support team 24/7. Customers cannot upload any documents, this is purely for contacting our support team for advice or highlight a support issue. Any detailed or sensitive information should all be made via our secure support ticket system.
Web chat accessibility testing
We have not completed any web chat testing with assistive technology users.
Onsite support
No
Support levels
At CWCS, we understand that many of our customers have various levels of technical ability. We offer various tiers of support, Standard (included), Silver (£25.00 per month), Gold (£65.00 per month) and Platinum (£144.00 per month). With all of our plans we offer 24/7 UK support, re-installs if required, basic server monitoring and control panel support. Our silver support is aimed at organisations that have time to handle the normal day-to-day tasks but would prefer to leave the security patching and backups to us. For companies who do not have access to professionals to manage a server, and need assistance with server patching, backups and ongoing technical support, our Gold support level would meet your needs. Our Platinum support is ideal for mission critical systems and is strongly recommended for anyone that has limited technical expertise or experience working with servers. With our Platinum support, you will also be assigned a Technical Account Manager (TAM), who will be your point of contact during core hours and will contact you to fully understand your business and server configuration. Any critical support tickets will be assigned to your TAM, and they will work to resolve the issue.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide documentation and online training videos in our customer support portal and technical support.
Service documentation
No
End-of-contract data extraction
Via download / external backup prior to end of contract.
End-of-contract process
The service is provided up to the end date of the contract. Contract extensions, data transfer or anything else required after end date would be at additional cost.

Using the service

Web browser interface
Yes
Using the web interface
Service portal offers users the ability to create, start/stop and destroy VMs, modify resource scaling and access the VM console.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Unknown.
Web interface accessibility testing
Not tested.
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface
Users can access the local console via our Service Portal.

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Platform does not allow users to over-commit on compute resources or capacity. Capacity is actively monitored and managed by our system administrators and additional nodes are added to the cluster when resource usage hits predefined thresholds.
Usage notifications
No

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Supplier-defined controls
Penetration testing frequency
Never
Protecting data at rest
Physical access control, complying with another standard
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
Yes
What’s backed up
  • Files (block level)
  • Virtual machines
  • Databases
Backup controls
A control panel is available to manage backups, however they are routinely managed by our system administrators.
Datacentre setup
Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Financially backed 100% Network Uptime Guarantee. 1 day credit is available for every 1 hour of network downtime. Refunds are processed by requests in writing to our billing department.
Approach to resilience
Redundant hardware at each level, including multiple switches for network redundancy and multiple virtual host servers for compute and storage redundancy.
Outage reporting
Outages are reported on our status website. Customers can subscribe to email alerts though this system.

Identity and authentication

User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Cloud administrative interface is not accessible by customers. Customers have access to virtual machine management interface only, via password protected module.
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through
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

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
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Socotec Certification International
ISO/IEC 27001 accreditation date
12/12/2017
What the ISO/IEC 27001 doesn’t cover
Our entire organisation is within scope for the certificate.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Ultima Risk Management Ltd
PCI DSS accreditation date
11/10/2018
What the PCI DSS doesn’t cover
Requirements 1-8, 9.1.2, 9.5-9.9, 10.1-10.6.1, 10.7, 10.9, 11.1.1-11.6, 12.3.9-12.3.10, and 12.8
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Our ISMS is based on an information risk management strategy to identify and treat risks that could impact the CIA of information 'assets', selecting appropriate controls from ISO27001:2013 Annex A or other sources. These include an information security policy, access control, HR security, asset management, physical security, operations security and change management, supplier relationships and incident and business continuity management.

Internal audits are performed to a planned schedule which takes into account any areas of high risk. 2nd party audits may be used on an ad-hoc basis and 3rd party audits are performed annually as part of the certification body's monitoring process.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We operate a formal change management process to ensure that unplanned/uncontrolled changes have no impact on production systems. Changes must include an impact/risk assessment and anything carrying an element of risk must be approved by an appropriate member of the management team.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Information on vulnerabilities is obtained via the platform supplier and underlying operating system supplier. Both avenues are checked daily and patches applied immediately. If required, reboots are performed in a timely manner during maintenance hours.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Systems are used to monitor access and authentication to each part of the system. When alerted to a compromise, the offending service is immediately disabled until the cause has been identified and a resolution has been put in place.
Incident management type
Supplier-defined controls
Incident management approach
We have standardise processes for handling incident, these include handling spam/UBE, abuse complaints, DDoS attacks, compromised/rooted servers and system outages.

Users can report incidents to support via standard support avenues.

Incidents are investigated and RCA/RFO reports are provided on request.

Secure development

Approach to secure software development best practice
Supplier-defined process

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
Virtual machines are kept isolated from each other through the deployment of the VMware hypervisor. This provides independent fault and security isolation at the hardware level.

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£14.45 to £1298.50 per virtual machine per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Free trials include a fully working system which is available for a time limited period which will be agreed by the account manager and end user.

Service documents

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