Etain in conjunction with our chosen hosting partner Rackspace can offer private & public cloud hosting that is fault tolerant, resilient to failure, scalable by design with service levels up to 99.99% backed by best in class service level agreements.
- On demand billing by the hour for resources used
- A range of VM specifications, licensing models and service levels
- Geographically diverse DC's for full disaster recovery & business continuity
- Load Balancers, WAFs, backups/storage, IDS, Log Manager are available
- Customised patching, run book and roll-back capabilities available
- 1 hour hardware replacement and 100% network infrastructure SLA
- 24x7 proactive ITIL service management, trusted advice and thought leadership
- Direct BGP network peering with 5 Tier 1 providers
- ISO27001, ISO14001, ISO18001, ISO9001, SSAE18(SOC1,2,3), PCI-DSS, FISMA, FIPS140-2, HIPPA, CDSA
- DevOps automated testing, deployment, infrastructure management
- 4x7x365 support with dedicated bridge technical & design teams
- Mitigate risk with optional 99.999% platform availability SLA
- Quick resolution of incidents through proactive and robust monitoring solutions
- Enable cost savings by utilising utility billing models
- Architect end to end solutions to de-risk your cloud transition
- 24x7 monitoring and management of your entire environment
- On-going needs analysis and consulting by dedicated team
- Designs use cutting edge, best available technologies & networks
- Reduce operational burden - Etain will manage all application tiers
- Ensure your solution delivers operational improvements and wins more business
£500 to £800 per person per day
+44 (0)28 90872222
Customers are required to use Etain provided infrastructure and networks to avail of the 99%+ SLA
Agreed planned & emergency maintenance windows must be identified in the service description
Access to the platform is strictly controlled to allow Etain to deliver agreed service levels
Separate production and non-production environments are required to ensure availability of production systems
Strict change controls are enforced to ensure all modifications to production systems are documented, tested and supervised
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Target Response Time in Prime Service Hours
Priority 1 = 1 Hour
Priority 2 = 4 Hours
Priority 3 = 6 Hours
Priority 4 = 8 Hours
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Etain offers three different level of support and management, depending on the individual needs for core provisioning and management of your technology stack.
Intensive Service Level provides a consultative, proactive service approach, where Etain is responsible for deep multi-layer monitoring, patching, management and planning for the environment. This is backed by a dedicated account team, consisting of a Service Delivery Manager, Lead Engineer and a Business Development Consultant.
Managed Service Level consists of infrastructure 24x7 monitoring, patching, maintenance and ‘on-demand’ support for the operating system level.
Core Infrastructure Level is a hosting solution specially designed for customers wishing to retain control and flexibility to manage and administer their environment, but do not want the burden of managing infrastructure. Etain and it's hosting partner is responsible for all aspects of the physical data centre, network infrastructure and hardware supply chain, whilst the customer remains responsible for managing the day-to-day administration of their environment, including the operating system, networking devices, monitoring and storage.
|Support available to third parties||Yes|
Onboarding and offboarding
Etain provides all new customers a introduction to their service - this includes:
An overview of the service level, including the various support team functions
A monthly account review (subject to service level)
Service delivery team introductions
Change and escalation processes & procedures
A walk through of the online partner portal
The partner portal is a self-management customer tool, which includes a knowledge base feature that allows each customer to search through a wealth of documents, covering a variety of hosting-related topics, to answer their questions or help you solve technical issues.
If required your Service Delivery Team can deliver informal training for your technicians on particular topics they would like more information on.
|End-of-contract data extraction||
Apart from day to day backup under the Managed Backup service Etain does not transfer customer hosted data to portable media under normal operating conditions unless specifically requested by the customer in writing.
Upon request however, Etain can attach a portable storage device to the customer’s servers and transfer data if required, in these instances appropriate precautions are taken to ensure the information is adequately protected, for example by employing volume level encryption provided by commercial solutions such as Jetico BestCrypt or public domain solutions such as VeraCrypt.
Under no circumstances will data be copied to external media without encryption, as data processor under GDPR we must stress this point.
Additionally any files containing sensitive information, passwords, exports etc, will be compressed and encrypted using appropriate mechanisms before being transferred electronically, for example 7-Zip AES256 encryption.
|End-of-contract process||Etain will typically have agreed this on a customer by customer basis as part of the terms and conditions in the hosting contract. There would typically be a facility to provide exports / copies of the customer's uploaded documents and data, along with the rates for providing transition services to another supplier or on premises. We would work with the customer and their nominated hosting partner to ensure this transition is as smooth and pain free as possible.|
Using the service
|Web browser interface||No|
|Command line interface||No|
|Independence of resources||
We would isolate customers from one another using the following mechanisms
Isolated SAN LUN's - all customers utilise dedicated distinct SAN storage presented out to their VM's
Isolated VM's - VM's are not shared between customers
Host Affinity (Isolated hypervisors) - we ensure that customer's VM's are allocated dedicated hypervisor hardware to guarantee performance
Isolated VLAN's - red side (Internet), LAN, management and backup VLAN ports are provided for each customer's server
Isolated network bandwidth - public / private WAN/LAN's
|Infrastructure or application metrics||Yes|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||
|Other data at rest protection approach||
We support the encryption of data at rest as an option through the use of Microsoft SQL-Server TDE
Offsite backup data is also encrypted using AES-GCM/256 bit key encryption to all LTO-based tape media to be shipped offsite based on customer specification.
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
The backup policies are determined by the requirements of the solution and importantly the customer's business goals, part of our unique service offering is to advise our customers on the best backup configuration for their needs.
All backups take place to a centralised on site data repository across a dedicated backup VLAN, each server can only see it's own backup across this VLAN and no others.
Etain offer two and four week retention on site, and 4, 12 and 52 week off site retention through our backup partner Iron Mountain UK.
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Other protection between networks||We are open to using 3rd party encryption technologies if this is a customer requirement|
|Data protection within supplier network||
|Other protection within supplier network||
Etain utilises VLAN's within the customer's LAN to ensure that "Red Side" (Internet), management, backup and general LAN traffic are isolated from one another.
Additionally if required the physical network topology can reflect logical separation if required, for example between the various tiers of a multi-tier software solution. This would segregate (for example) database backend traffic from middle tier components from front end view components. Finally we can separate production from non-production
This understand of the software stack is a unique component of the hosting Etain can offer given our experience developing and hosting our own custom software solutions.
Availability and resilience
|Guaranteed availability||99.95%-99.999% depending on service level agreement|
|Approach to resilience||
The service is deployed across a number of datacentre's with geo redundancy in mind. Each datacentre has been designed to be resilient from a power, network and hardware perspective in terms of core LAN, SAN, hypervisor, perimeter security, backup & management components.
Diverse chilled water distribution pipe work (ring main type) throughout facility
Humidity range of 50% (+/-10%) in technical areas
Minimum N+1 resilience on chilled water cooling system
Temperature in technical space maintained at 22°C (+/-2°C)
Up to 25 air cooled chillers installed, supplying 1.4MW of cooling per chiller
VESDA smoke detection system
Diverse A&B supply, distributed via 11kV incomers
Main power supplied via 2 x 132kV incomers
Multiple 200kw static UPS units supporting the B-side of all equipment
Minimum N+1 redundancy on power supply
Onsite diesel tanks (4x119,000L) support 50 hours at full capacity with 8 hour, 24x7x365 fuel delivery callout contract in place
Power/cooling systems supported by up to 33 no-break Rotary Diesel UPS sets
Redundant fiber sources and redundant aggregate switches and core routers
Direct BGP peering with five Tier 1 providers; BTN, Interoute, Level 3, Tiscali, and T-Systems
Public Dashboard - Yes
API - No
e-Mail alerts - Yes
Etain will work with the customer to define account specific escalation paths and procedures for service outages and security incidents
Etain data centers and Network Operations Center (NOC) are manned 24/7/365, the level of alerting and monitoring depends on the service level selected by the customer.
All communication begins with your Account Manager who can involve your customer care team. Due to the unique nature of each individual customer's applications and sensitivity levels, Etain encourages customers to develop an incident response plan appropriate for their particular needs that they wish to employ in their Incident Management process.
Identity and authentication
|Access restrictions in management interfaces and support channels||All users would have as a minimum a strong username / pass phrase challenge before accessing the platform. Optionally this can be strengthened using 2FA if required depending on the solution requirements.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||2-factor authentication|
|Devices users manage the service through||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||21/03/2016|
|What the ISO/IEC 27001 doesn’t cover||
Software development controls are excluded
International office space is not in scope.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Protiviti|
|PCI DSS accreditation date||03/09/2016|
|What the PCI DSS doesn’t cover||N/A|
|Other security certifications||Yes|
|Any other security certifications||ISAE 3402 Type II / SOC|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
SSAE16 / ISAE 3402 (previously SAS 70 Type II)
SafeHarbour and Content Protection and Security (CPS) standard
|Information security policies and processes||Our hosting partner has documented policies which meet the recommendations of the ISO27001 standard (including an Information Security Policy). These policies are not typically available to customers because these documents are classified as CONFIDENTIAL according to our Information Classification document.|
|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||
Etain utilises a Technical Change Management process to control changes to the shared infrastructure. Proposed technical changes are subject to Change Sponsor or Change Board approval according to defined thresholds.
The Technical Change Management policy also defines testing, procedural, back-out plan and communication plan requirements. The Technical Change Management policy defines specific roles and responsibilities, as well as high level management processes.
Etain will notify customers of any scheduled maintenance that may negatively impact the availability of their platform. Customers will be alerted of emergency maintenance as part of the incident management process.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Etain maintains an ISO27001 internal vulnerability management policy that includes regular vulnerability assessments of the corporate network intended to identify, assess and remediate technical vulnerabilities. In addition, the PCI Merchant program requires quarterly scans of the network for vulnerabilities; remediation follows PCI standard guidelines.
Monthly Windows patches are released across three separate weeks. The release week that contains all customers by default starts two weeks after Microsoft’s patch Tuesday (the second Tuesday each month). Customers can opt to receive patches the week before if they would like to. The customer is responsible for specifying the desired frequency to apply patches.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||All events occurring on the corporate network are registered in the Rackspace Security Information and Event Management (SIEM) tool that is maintained by the ISOC (Information Security Operations Center). The information contained within the SIEM is extremely confidential and is not available to customers. However, the incident process and SIEM is externally audited against the ISO27001 standard annually|
|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||Rackspace has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by Rackspace personnel, and incidents identified and reported to Rackspace by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.|
|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||VMware|
|How shared infrastructure is kept separate||There are no shared infrastructure components for compute and networking. Etain's managed backup utilises an independent private network for backups running on network equipment to minimise network security concerns. Etain will create a new zone configuration for every host which is connected to the shared SAN environment. This zoning includes the unique World Wide Name (WWN) for the Host Bus Adapter (HBA) which is physically installed in each server and the WWN of the particular storage array that contains their disk assignment. This association blocks access to any storage array for which a server is not explicitly provided access.|
|Price||£500 to £800 per person per day|
|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|