Selcom

Managed Web Application Hosting

A Managed hosting platform for a range of web applications based on LAMP and Windows. Optional ‘Site-to-site’ replication between our data centres in York, and Aylesbury. Selcom are ISO27001 accredited. Hosting includes, Windows Server Hosting, SQL Server Hosting, Memory Upgrades, Microsoft RDP User Licensing, Duo 2FA User Licensing, DNS

Features

  • ISO 27001:13 certification preserving data confidentiality, integrity and availability
  • Intrusion Prevention Service delivers in-line protection from malicious exploits
  • Dedicated Server and Private Cloud segregated further by VLAN
  • Site-to-site replication between our data centres for robust DR
  • Unified Threat Management utilising WatchGuard firebox solutions
  • Secure Website Certificates - SSL, domain name registration and administration
  • Microsoft .NET Framework and SQL technologies application hosting environment
  • Hosted Linux based solutions like PHP, Python, Ruby and Perl
  • Microsoft RDP User Licensing, Duo 2FA User Licensing
  • Windows Server and SQL Hosting

Benefits

  • Experience of Implementing ‘Governance framework’ for a number of clients
  • Website availability every day of the year
  • 99.95% application uptime
  • 99.95% network connectivity
  • Adhere to Data Protection Act 1998, Information Commissioner’s Office certified
  • Automatic 24/7 system monitoring calling operations to action when necessary
  • Regular scanning for vulnerabilities such as OWASP Top Ten
  • Provision of a dedicated R&D/Testing environment if requested
  • Microsoft, Airwatch, GFI and vmware partners
  • Monthly KPI and SLA performance reports

Pricing

£250 to £1650 per server per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

823599908575071

Selcom

Walter McLean

07969900486

w.mclean@selcom.co.uk

Service scope

Service scope
Service constraints No constraints
System requirements No specific requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Immediate response from email and online ticketing to inform call has been logged. Guaranteed call back from developer or technician within an hour of call being logged.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing ISL Pronto Live Chat
Onsite support Yes, at extra cost
Support levels Additional Cost for 'out-of-hours' support
Technical Account Manager Support
Dedicated Account Manager support provided with possible ‘out-of-hours’ number for emergencies responsible for:
• Correctly assessing and categorising reported incidents.
• Filtering out any end-user errors i.e. operator error
• Allocating priority categories and escalating responses.
• Ensuring calls are directed to the correct resource to diagnose/resolve problems.
• Updating on the progress of incidents, according to the SLA requirements.
• Managing change implementation (upgrades, patches, new processes and products).
• Manage version control.

SUPPORT LEVELS
Priority 1. System down or largely unusable through failure of all areas of core functionality. 1 Hour response, 2 hours diagnosis, 4 hours resolution

Priority 2. A major part of the system is down or largely unusable through failure of one or more areas of core functionality. 1 hour response, 4 hours diagnosis, 8 hours resolution

Priority 3. A problem exists but there is a way to continue processing. 2 hours response, 7 hours diagnosis, 2 days resolution

Priority 4. Cosmetic changes or a problem that has no significance on day-to-day processing. 4 hours response. Resolution time agreed with the customer.

Priority 5. Request for information - response time as agreed with the customer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite, telephone and online training can be provided and customised user documentation available at request
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Selcom will securely export data and metadata using industry standards that can be re-used such as Tab-delimitated and XML formats.
End-of-contract process Selcom will cooperate with any new cloud provider and there are no additional costs when switching.
We generally only retain data after contract termination for the timescale specified by the client. Selcom will undertake full deletion of the data on our cloud service infrastructure platform after the time specified by the client has expired

Using the service

Using the service
Web browser interface No
API No
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface There is no limitations regarding what users can set up or make changes through the command line

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources We can traffic shape based on user experience and usage patterns. We can also segment system resources to protect service levels
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 No
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 ‘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
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
Backup and recovery Yes
What’s backed up
  • Operating Systems
  • VMs
  • Files
  • Active Directory
  • SQL Database
Backup controls Users can customise and specify back-up routines from compressed and deduplicated backups which can be on a different schedules
Datacentre setup
  • Multiple datacentres
  • Single datacentre with multiple copies
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.9% application uptime as measured through 1-minute polls using ICMP echo-requests.
99.9% network connectivity uptime of the customer service as measured through 1-minute polls using ICMP echo-requests

Users are refunded by negotiated settlement outlined in the SLA
Approach to resilience Selcom do not want to make this information public.
However, we are willing to share information with a specialist security expert on how we have designed our service to be resilient
Outage reporting Our system issues email alerts to named contacts

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication IP and or network level authentication
Access restrictions in management interfaces and support channels All access to service interfaces and support channels are constrained to authenticated and authorised individuals with appropriate access privileges.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Certification International
ISO/IEC 27001 accreditation date 28 October 2015
What the ISO/IEC 27001 doesn’t cover The Statement of Applicability covers all 27001 controls with the exception of loading bays
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations ICO Data Protection Registered

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 To preserve confidentiality, integrity and availability, Selcom have implemented an Information Security Management System (ISMS) in accordance with the international standard ISO/IEC 27001.

Selcom have appointed an Information Security Manager (ISM) and the ISMS policy is approved by Senior Management and is reviewed at regular intervals (ISMS Management Review Meetings) or upon significant change.
Management have put an audit programme in place and all sections of the ISMS are audited at least once a year to ensure that the ISMS:-
a) conforms to the requirements of the relevant standards and any other legal, regulatory or contractual requirements
b) meets all identified information security and business continuity requirements
c) is effectively implemented and maintained
d) perform as expected
The ISM records decisions and actions related to:
i. the improvement of the ISMS
ii. updating of the risk assessment and risk treatment plan as appropriate
iii. the modification of procedures and controls in response to changes in requirements
iv. resource needs
v. improvements to how the effectiveness of controls and objectives are measured
Regular ISMS Review Meetings Any action needed is implemented and such action reviewed for effectiveness including changes to the ISMS. Appropriate documented information on the action taken is retained

Operational security

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 Physical storage, internet bandwidth and operational systems are monitored with 24/7 automatic monitoring alerting when predefined thresholds are exceeded.

Changes are identified on the Change Request form and logged in the change Change Control log.

The originator obtains sufficient information to complete the Change Request

The Internet Services Director then reviews and/or carries out a risk assessment identifying potential risks, security impacts and then identifies and costs the required controls in line with the Selcom's risk management framework.

The Internet Services Director in consultation with the Managing Director is then responsible for authorising the change to go ahead.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Firewalls are configured 24/7 to alert in the event of significant intrusions or incidents occurring
We use advanced monitoring and live detection defence systems to detect vulnerabilities
Anti-Virus is configured to be patched automatically. Our automatic patch policy covers, binary executable, source code modification, service pack and firmware patches
Technical services will then identify the priority for the update to be tested and deployed dependant on the nature of the treat and any known exploits.
Any patch deployment and software updates must comply with our defined change management process.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Systems are monitored 24/7 by Zabbix software and in-house systems, calling the operations team to action when necessary. Zabbix notifies of: Warning Alerts, Critical Alerts, System Down and System Recovery
Regular scanning using Barracuda’s Vulnerability Manager (BVM) tool finds vulnerabilities such as those on the OWASP Top 10, including SSL injection, cross-site scripting, and others. Any issues found will be imported into the Barracuda Web Application Filter, which will automatically generate and apply mitigation rules
Servers are professionally managed and conform to guidelines under the Government's e-Government programme. The Data Centre undergoes PEN (CREST) testing twice per annum
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 The Information Security Manager (ISM) is responsible for incident management processes relating to, Personal accident, Breach of Physical and information security, Loss/theft of property, Data/information missing, lost or incorrect, Financial irregularities and Violence, abuse or harassment.
All staff must report information security incidents and weaknesses immediately, recording them in the Incident Report Form and following up by a telephone call to the ISM
The ISM logs and follows up reported incidents and weaknesses. The ISM ensures that the appropriate action is taken and recorded in the Incident Recording System which can be seen by the originator and Senior Management

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)

Separation between users

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 Separate VLANS and Firewalls are deployed therefore segmenting system resources ensuring different organisations sharing the same infrastructure are kept apart

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £250 to £1650 per server per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Available only on a secured shared hosted service for a limited time to test speed and performance

Documents

Documents
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
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