Redcentric Solutions Limited

Hosted Desktop as a Service (VDI)

Redcentric provides an end-to-end hosted desktop service for the delivery of fast, flexible hosted desktop and email. Hosted desktops or virtual desktop infrastructure (VDI) removes the need for a "traditional" PC environment by hosting computing power, data storage, operating systems and applications in our secure Cloud.


  • Role-based hosted desktops
  • Hosted desktop end user app store
  • ISO27001, ISO9001 & ISO22301 accredited UK data centres
  • Customised hosted desktop solutions
  • Authorised to process HM Government data protectively marked 'Official-Sensitive'
  • Highly resilient desktop environment
  • 24/7/365 support
  • Secure two-factor authentication access
  • Scalable platform
  • Tailored Hosted Desktop Solutions


  • Reduces your IT operating costs
  • 24/7/365 support
  • Reduce costs
  • Free up IT resources
  • Easier to manage desktop environments and deploy updates
  • Users can work from any location, using range of devices


£10 per licence per month

Service documents

G-Cloud 9


Redcentric Solutions Limited

Peter Nailer

08000 501700

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to The service connects with the Iaas and DBaaS services offered by Redcentric.
Cloud deployment model Hybrid cloud
Service constraints Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process which is designed to present maximum visibility of that change and thereby ensure that planning and implementation are carried out to minimize the effect on customers and their network services.
System requirements
  • Windows Virtual Desktop Access Rights
  • Any software to be run within the hosted desktop environment

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Redcentric aim's to respond to all questions within 15 minutes, 24 / 7
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 No
Onsite support Yes, at extra cost
Support levels Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal.
Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible.
Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Redcentric will provide professional services to assist the customer with the service activation. This will encompass, but is not limited to:
Project management
Discovery and design tasks to select the platforms required to support DBaaS
Data centre, network and data infrastructure design and build
Platform procurement and commissioning
First cut migration of customer data from existing to the DBaaS platform
Functional / non-functional testing and assurance
Design optimisation, such as improving database configuration, to utilise the new infrastructure
Live service / support design, process documentation
Departmental security accreditation
Backup and disaster recovery design, implementation and testing
Additional customer data migrations
Go live operational support
service transition into support
Redcentric and Oracle work with the customer during the pre-contract phase to understand the on-boarding requirements. At a high level this process will involve:
Customer and Redcentric engage via g-cloud
Oracle, Customer and Redcentric scope the project to specify:
»» Oracle hardware and licenses required
»» Oracle consulting services required for on-boarding
»» Oracle support services required during the contract term
»» Complementary services required, such as backup, disaster recovery, middleware platforms, network connectivity
»» Database on-boarding requirements, such as database migration technique and professional services required
Hardware procured, commissioned and tested
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction EXIT PLAN
The Exit Plan shall, unless otherwise agreed with the Customer:
• address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the Redcentric Services from Redcentric to a replacement supplier, or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance;
• provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and
• provide an estimate of Redcentric’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance.
On termination or expiry of the Service Agreement, the Customer must undertake the following responsibilities:
• agree a time and date for the Redcentric owned equipment to be removed; and then
• remove the Customer’s equipment at the agreed time on the agreed date in a sequence to be specified by the Customer
End-of-contract process Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The screen resolution is reduced in order to display the desktop correctly on the phone screen.
Accessibility standards None or don’t know
Description of accessibility The system supports the accessibility features within the windows 7/10 desktop.
Accessibility testing Microsoft windows has extensively tested assistive technologies. They have been a market leader in this space with Windows 95.
Customisation available Yes
Description of customisation Customised the desktop specification, in terms of virtual hardware specification, desktop version, pre-installed software.
Policies can be customised to meet the customers specific assurance requirements.


Independence of resources The service is delivered on dedicated equipment to meet the customers requirements for availability, assurance and performance.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach In the majority Redcentric does not have access to any raw data which is stored by customers, as such customers must define how data at rest is encrypted and they must manage this themselves. In all cases, Redcentric recommend that data at rest be encrypted using full disk encryption configured using a minimum of AES256. Where customers request that Redcentric manage storage and thus by implication have access to data at rest also, AES256 full disk encryption is implemented. In the event that Redcentric personal have either direct to indirect access to data, only SC cleared members are staff utilised.
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

Data importing and exporting

Data importing and exporting
Data export approach On termination or expiry of the Service Agreement, the Customer will be able to export their data via a number of mean. For example a physical copy or over the internet.
Data export formats Other
Other data export formats Specific to the customer data format
Data import formats Other
Other data import formats Specific to customer data format

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The Redcentric Hosted Desktop service Single Site availability is 99.0% per calendar month. Dual Site availability is 99.99%.
Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge.
The availability Service Level is calculated at the end of each measurement Period and is calculated as follows:
Percentage Availability = ((MP-SU)x100)/MP
MP = Measurement Period. This is the total number of minutes in the measurement period.
SU = Service Unavailability. This is the total number of minutes in the measurement period when the Service is not available for use by the Customer for reasons other than those set out below.
Approach to resilience Due to the secure nature of the services Redcentric provides, this information is available on request.
Outage reporting During a system outage Redcentric will communicate with our customers via email, updates are also provided via the Redcentric customer portal. The Service Manager will also provide a detailed report following any outage showing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS. All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)

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 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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Standards Institute (BSI)
ISO/IEC 27001 accreditation date 6/12/2016
What the ISO/IEC 27001 doesn’t cover Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Gemserv Ltd
PCI DSS accreditation date 8/3/2017
What the PCI DSS doesn’t cover Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
Other security accreditations Yes
Any other security accreditations
  • Authorised to process HM Government protectively marked data
  • An NHS Health & Social Care compliant commercial third party
  • An NHS Health & Social Care accredited N3 Service Provider
  • Accredited to the ISO9001 quality management standard
  • Accredited to the ISO22301 business continuity standard
  • Compliant with the ISO31000 standard for risk management

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 As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments. Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments. It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live. Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the N3 healthcare network, the public internet and other corporate or partner networks or customer hosting domains. Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services (such as SIEM). Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
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 Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

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 No


Price £10 per licence per month
Discount for educational organisations No
Free trial available No


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
Return to top ↑