City and Guilds Kineo Limited

Kineo Hosting

Kineo are experts in the design and delivery of Totara and Moodle Learning Management Systems (LMSs).
The foundation of this experience is a properly configured and maintained hosting architecture. We provide you with an efficient, fully-managed hosting solution, to provide your users with access to engaging, reliable and enjoyable e-learning.

Features

  • High Availability dedicated solutions
  • Dedicated server solutions
  • Cloud servers – secure, scalable, cost-effective
  • Fully-managed server architecture
  • Firewall protection
  • Resource and access monitoring
  • Integration of SSL (Secure Sockets Layer) encryption
  • Full back-up plans
  • Generous storage and bandwidth allowances
  • Service Level Agreement (SLA) as standard: 99.5% availability

Benefits

  • We proactively ensure Maintenance release updates are applied quarterly
  • Content Delivery Network (CDN) solutions
  • Load and Stress Testing
  • Extended validation SSL certificates
  • Extended retention periods for backups

Pricing

£1450 per instance

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 1 7 9 0 1 3 3 7 4 3 4 2 6 1

Contact

City and Guilds Kineo Limited

Angela McArdle

01273 764 070

angela.mcardle@kineo.com

Service scope

Service constraints
For routine hosting-related queries, Kineo’s UK support desk hours are currently Monday to Friday UK business hours (09:00-17:30 UK time exc. UK Bank Holidays).

Kineo currently provides out-of-business-hours support for server outages only. Should an outage occur, our server suppliers will work to resolve the issue immediately, without the need for client intervention.
System requirements
A computer, tablet or smartphone with internet access.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends on severity (selected by client raising ticket)
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Our friendly and knowledgeable Client Services team will be on-hand to provide expert help and advice, all backed by a comprehensive SLA.
Need more support in a particular month? That’s no problem – you may simply purchase additional hours if and when you need them. These will be utilised in 5-minute increments, with any unused time rolling across to subsequent months.

There’s no need to worry about how you will maintain control of support usage; our online self-service dashboard makes reporting very straightforward. Should your balance ever hit zero before the end of a month, your Client Services Executive (CSE) will simply recommend a no-obligation top-up.
Support available to third parties
No

Onboarding and offboarding

Getting started
Full NSA training is provided as part of set-up, showing users how to raise tickets and communicate with us.
Service documentation
No
End-of-contract data extraction
We can help to provide an export of your data, which you are then free to move to another LMS if you wish. Minimum service period is 12 months.
End-of-contract process
Based on standard procedure, with customer-specifics confirmed by agreement at the time the procedure needs to be implemented

Using the service

Web browser interface
Yes
Using the web interface
Raising any queries you may have is simple using our online Services Portal. It’s a web- based ‘ticketing system’ introduced to ensure issue reporting is kept in one central area, which can be accessed by Kineo Client Services staff and client Named Site Administrators alike.
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Support for JAWS screen readers
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Notwithstanding our SaaS product, which is a multi-tenanted solution, our standard customer platform builds are allocated individual, dedicated vCPU and block storage resources, which are performance monitored to identify issues such as 'noisy neighbours'. If required, we can build a platform using customer-dedicated server hardware.
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
  • Other
Other metrics
Concurrent users
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
  • Daily incremental and full weekly backups, held onsite at datacentre
  • Personal data backed-up daily and the back-up stored securely
Backup controls
Custom back-up plans are available on request, at additional cost.
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 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
We work to 99.5% server uptime
Approach to resilience
Our hosting partner's data centres are engineered with fully redundant connectivity, power and HVAC to avoid any single point of failure,
and staffed 24 x 7 by highly trained technical support staff.

Each data centre receives power from commercial utility underground conduits with a 10 minute battery backup in the event of failure. Additionally, the data centres also have multiple diesel generators with full-load capability, which are on standby to provide long-term power in the event of an emergency.

The data centre network infrastructure is fully resilient with a fully redundant infrastructure .
Outage reporting
The Client Services team has an internal dashboard and receives email alerts, which automatically create support tickets; these tickets are also reported immediately to the Client Services Managers so that customers can be informed and kept up to date with progress. Major System Outages are also announced through the hosting company's publish status pages.

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)
Access restrictions in management interfaces and support channels
Credentials for customer and infrastructure systems (e.g.: support and backups services) are stored and controlled using a third-party password management service. These credentials will only allow access to a system when accompanied by the correct alphanumeric token generated by a hardware security device (“multi-factor authentication”). By default, support staff are only granted non-privileged-level access to any system and if a member of the support team needs privileged access to a system, they must request this through the established procedure. Additional procedures cover the granting and revocation of all accesses based on circumstances such as: new employees and employees leaving.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication
Devices users manage the service through
  • 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

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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
* Security Essentials certification is pending. We are in the scoping phase of ISO27001 accreditation.

Our internal governance broadly conforms to the requirements of ISO27001 and is summarised in Kineo's Electronic Information Security Policy, which describes a top-down approach ultimately governed by the Senior Leadership Team (SLT). Below the SLT, Kineo has appointed key staff in defined posts, such as: Data Protection Officer, Hosting Manager and IT Manager, with both primary and secondary contacts.

The EISP describes the practical application of the policy through education, procedure and regular briefings and reviews.
Information security policies and processes
* Senior Leadership Team (SLT)+ Data Protection Officer : Governance and oversight

* Hosting Manager + IT Manager : Documentation and awareness activities, review and audit activities. Internal reporting to SLT. GDPR compliance activites (responding to data subject enquiries).

* Department Managers and Team leaders : Adoption and compliance activities. Reporting to Hosting Manager and IT Manager.

* Staff self-magement, mandatory training and adherence to published policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes to live Kineo Business Systems follow a change management process to ensure that activities are undertaken in accordance with stringent change control processes.

All development work undertaken by Kineo will be subject to test prior to implementation in production and live systems. Code changes are tracked via version control (Gitlab) and peer reviewed by case-managed ticket before being tested in a non-live environment. The development and review process follows OWASP guidelines and live deployments are subjected to regular internal penetration testing.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Regular bulletins from third party sources are collated and reviewed weekly for issues that need a response).

Response actions are divided into Hotfix requirements ('immediate action') and general mitigations which are ticketed for deployment (after internal testing) during future, scheduled patch cycle.

Information is received from OS and application vendors/suppliers, Qualys, https://nvd.nist.gov, Hacker News and various security mailing lists.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
There are several layers of proactive and responsive monitoring:

* Sites are monitored through external services - for example, Pingdom - to detect anomalies in performance and presence.

* Threat assessment and log collation and automation can be incorporated at a level to meet customer requirements - these are typically tailored according to individual needs to balance cost Vs performance and can comprise front-end UTM appliances, installed applications (such as tripwire, snort, OSSEC and other HIDS tools.

* Incident response is confirmed by contract and will be a balance of immediate automated and timed manual response.
Incident management type
Supplier-defined controls
Incident management approach
Incident Management is governed by internal process and Kineo's Electronic Information Security Policy. All events are treated as unique in order to not make any assumptions.

Where an electronic security incident is believed to have happened, then the relevant operational manager should report the matter to the Data Protection Officer and the management process is followed accordingly.

Users may report incidents in person, via telephone or email.

Incident reports are provided via PDF, sent through an encrypted method as requested.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

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
OpenStack (Rackspace)
How shared infrastructure is kept separate
Individual cloud instances are created for each customer, supplemented by firewalling and access credentials.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
We use Amazon AWS for hosting - In January 2018, AWS achieved 50% renewable energy usage

Pricing

Price
£1450 per instance
Discount for educational organisations
Yes
Free trial available
No

Service documents

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