TERMINALFOUR

Terminalfour - Website Hosting Platform powered by Amazon Web Services (AWS)

Terminalfour provides a web server managed service hosting solution powered by Amazon Web Services. Our solutions are focused on provided high availability website services with 24/7/365 monitoring and up to 99.999% webserver up-time. Terminalfour are AWS Advanced Partners and are Public Sector and Education Competency Partners.

Features

  • Web Server Hosting
  • Firewall
  • Managed Service 24/7/365
  • Portals
  • Content delivery network
  • Single Sign-On
  • Relational Database Services
  • Auto Scaling
  • Linux
  • Windows

Benefits

  • Managed service 24/7/365
  • Automated patching
  • Security monitoring
  • Up to 99.999% website and portal uptime
  • Auto scaling
  • Backups

Pricing

£2,199.68 to £35,188.69 a server a year

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@terminalfour.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 0 1 8 2 2 0 0 1 3 0 4 9 8 7

Contact

TERMINALFOUR Piero Tintori
Telephone: 01753 542 234
Email: tenders@terminalfour.com

Service scope

Service constraints
Uptime SLA relates to number of instances.
System requirements
N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within a maximum of 2 hours. Typically within 30 minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Support levels include:
24/7 Monitoring (cloud hosted clients - included as standard)
Application Support (office hours included as standard)
Onsite Support & Consultancy (based on daily rates)
Account Management (included as standard)
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a full engagement called Sure Start which includes full configuration and setup. There are different sized "Sure Start" packages depending on the scale of your project.

Training is also provided onsite or remotely. Full user documentation is available as well as training materials.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
All data may be exported from Terminalfour in a variety of formats including HTML, Json, XML, and as ISO images.
End-of-contract process
All data may be exported from Terminalfour in a variety of formats including HTML, Json, XML, and as ISO images. At the end of the contract we will provide all website code as standard.

Using the service

Web browser interface
No
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface
Command line (remote access or SSH) is available by request only and is subject to the signing of a document confirming what activities are permissible to avoid invalidating your SLA.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Auto scaling is optional and dependent on the service selected.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Amazon Web Services

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
  • United Kingdom
  • European Economic Area (EEA)
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Yes
What’s backed up
  • Files
  • Virtual Machines
  • Database
Backup controls
Two week daily retention with 1 month overall retention.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
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
Depending on service purchased (number of instances) 99.9%, 99.99%, 99.995% or 99.999% uptime SLAs are provided for either the web servers or application servers.
Approach to resilience
Available upon request.
Outage reporting
Email and alerts through our service desk product. Live access to uptime Cloudwatch API.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Comprehensive user rights and roles are configured to ensure that users can only access the settings allowed. Every activity is also tracked and logged.
Access restriction testing frequency
At least every 6 months
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
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 have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time 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
Yes
Who accredited the ISO/IEC 27001
BM Trada
ISO/IEC 27001 accreditation date
20 Oct 2015 (first accredited)
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
11/11/2016
CSA STAR certification level
Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover
N/A
PCI certification
No
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
ISO 27001 Information Security and data protection brings supreme importance to data for organisations globally. Business who are accredited to this standard are safeguarding both their client and company data against potential threats. By integrating a robust information security management system(ISMS), Terminalfour is ensuring that the quality, safety, service and product reliability of your organization has been safeguarded to the highest level. All Terminalfour employees are required to report anything that has the potential to be a risk to our ISMS manager via our ticketing system. It is his responsibility to action, investigate and where required mitigate the risk. Terminalfour has 30 policies spanning all aspects of our activities including patch management, customer data protection, encryption, supplier relationships and physical access controls. As an ISO 27001 accredited organisation we must ensure and provide evidence that we have the correct policies in place and that they are followed. To ensure our compliance we conduct internal audits across all policies, have regular ISMS updates as part of our quarterly update sessions and a monthly ISMS update email is sent to all employees.

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
All server and application changes are version controlled and managed through a change management process. Our change management process is controlled through our ISO 27001 processes.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Terminalfour has a dedicated Incident Response process to respond to and document security incidents. The process enables Terminalfour to react quickly to security events and help protect customer data and network uptime. Incident Discovery- Terminalfour proactively monitors various security incident reporting channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting- Any/suspected security weaknesses in systems/services are required to be noted. Once the incident or security event is noted management ensure a quick, effective, and orderly response. Security breaches are treated as a number one priority and actioned immediately inline with our ISO 27001 processes
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Terminalfour has a dedicated ISO27001 Policy to respond to/document any potential compromises. The process enables Terminalfour to react quickly to compromising situations. Our support center monitors both server health and security, 24/7. Incident Discovery- Terminalfour proactively monitors Security Information and Event Monitoring channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting- Any security weaknesses in systems or services are required to be noted. Once the incident/security event is noted management ensure a quick, effective, and orderly response. Incidents are treated as a number one priority and actioned immediately inline with our ISO 27001 processes.
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
Terminalfour's client support department has pre-defined processes in place to cover every aspect of their role under ISO 9001 and ISO27001. Clients can report incidents to Terminalfour though our client support channels. The incident is then actioned, investigated or escalated as required. Incident reports depend on the type of incident, for example if users are reporting a general incident or a security incident. Terminalfour has ISO 9001 and ISO27001 processes in place to ensure all reported incidents and incident reports are handled quickly and efficiently.

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

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
Amazon Web Services virtualisation technology
How shared infrastructure is kept separate
Each client is configured is distinct networks with no overlapping infrastructure.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
AWS is committed to running our business in the most environmentally friendly way possible. In addition to the environmental benefits inherently associated with running applications in the cloud, AWS has a long-term commitment to achieve 100% renewable energy usage for our global infrastructure footprint. We’ve made a lot of progress on this commitment. In January 2018, AWS achieved 50% renewable energy usage.

To date, we have announced nine new renewable energy projects (three wind farms and six solar farms), and these projects will deliver a total of 2 million MWh of energy annually onto the electric grid powering AWS data centers located in the AWS US East (Ohio) and AWS US East (N. Virginia) Regions. The electricity produced from these projects is enough to power the equivalent of over 190,000 U.S. homes annually, which is approximately the size of the city of Atlanta, Georgia.
More information is available on the AWS and Sustainability page.

AWS introduced its first carbon-neutral region in 2011. Today, AWS offers customers five AWS Regions that are carbon-neutral:

• US West (Oregon)
• AWS GovCloud (US-West)
• EU (Frankfurt)
• EU (Ireland)
• Canada (Central)

Pricing

Price
£2,199.68 to £35,188.69 a server a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Our Sandbox is a fully featured version of Terminalfour designed to allow users evaluate features and functionality. Its provided pre-populated with content/examples to help users with testing. Custom-content or configuration can be setup for specific client test requirements. The duration of the sandbox is pre-agreed to cover the evaluation period.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@terminalfour.com. Tell them what format you need. It will help if you say what assistive technology you use.