IBM Cloud Infrastructure, a high performance Cloud with UK data sovereignty, capable of official/official sensitive workloads. Highly scalable, automated, with flexibility and choice in configuration. IBM Cloud IaaS is easy to use and highly secure. Dedicated security appliances, triple network architecture and data encryption service enhance security from external threats.
- Hourly and monthly billing - Pay as you go
- Options for OS include Windows, Linux & 'bring-your-own'
- 250-500GB per month free outbound public data transfer (pooling possible)
- Unlimited inbound public bandwidth
- Unlimited private network bandwidth
- Up to 10Gbps public and private network ports
- Private VLAN via Public, Private network and geographically redundant DNS
- UK Government connections to PSN and HSCN, JANET, SWAN
- UK Hosted (OFFICIAL) with direct connection to the internet
- Can work towards an accredited RLI/SLI to industry connection
- Maximise performance with on demand deployment of bare metal servers
- Easily archive, manage and serve large ammounts of data
- Pay-as-you-go pricing
- Accelerate time to market with automated deployment
- Ability to support VMWare workloads - seamlessly
- Ability to support SAP workloads
- Incorporates GPU computing and POWER servers
- IBM Cloud Secure virtualisation - with Intel and HyTrust partnership
- Ability to leverage IBM Cloud Object Storage (option)
- Include within a Hybrid Cloud configuration
£19.85 per unit per month
IBM United Kingdom Ltd
Service is based on a catalog of items.
Bare metal servers have a pre-determined network design.
-x86 Infrastructure only
|System requirements||Internet access to reach portal|
|Email or online ticketing support||Email or online ticketing|
|Support response times||20 minute response time through ticketing via the IBM Cloud Infrastructure portal. No difference in response time at weekends.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||
Access to the chat can be gained by going to
www.softlayer.com or via the customer portal.
Rapid initial response typically within seconds.
Users can resolve support queries and escalations, billing queries, technical support and expert advice.
|Web chat accessibility testing||N/A|
Self service - Support via KnowledgeLayer;
Support resources - Software development network and IBM Cloud IaaS on social media;
Full service support - Phone, ticket and chat support;
All IBM Cloud Infrastructure products include unlimited access to expert technical support at no additional charge;
You can troubleshoot your issue yourself or take advantage of IBM Cloud Infrastructure experts, available via ticket, phone, and live chat.
|Support available to third parties||Yes|
Onboarding and offboarding
Extensive new user documentation is available.
From the KnowledgeLayer tool IBM Cloud provides new users with specific guidance as well as how to documentation and useful links.
IBM can provide professional services for design and build work.
For more complex environments a Cloud adoption leader can be assigned to provide assistance and advice.
|End-of-contract data extraction||
IBM is a data processor and will not access or own client data. Client can use standard technology to extract their data.
If required, IBM Cloud Data Transfer Service allows customers to send a USB 3.0 compatible device and/or CDs and DVDs to an IBM Cloud IaaS data center to be connected directly to their network to remotely control the data transfer. The device is housed in a dedicated rack located in the customers data center and will be mounted as an iSCSI target. Our Data Transfer Service is ideal when you need to transfer large amounts of data without using our Private Network and is a service offered free-of-charge to all IBM Cloud customers.
When a customer cancels any physical or virtual server, all data is erased using Department of Defense (DoD) 5220.22-m standards.
Services in IBM Cloud infrastructure are generally billed on an hourly on monthly basis. When services are de-provisioned access to the service is removed from the account.
When a customer cancels any physical or virtual server, all data is erased using Department of Defense (DoD) 5220.22-m standards.
Using the service
|Web browser interface||Yes|
|Using the web interface||The IBM Cloud Customer Portal is the point-and-click interface customers use to manage all aspects of their accounts. Within the Customer Portal, users have the ability to order and interact with our products and services, manage and maintain their IBM Cloud IaaS account, and view and pay monthly invoices. In addition to account management, the Customer Portal is the single location for opening, viewing and updating tickets associated with any IBM Cloud IaaS product or service.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||
The portal is accessible over the internet to authorised users. Examples of functionality from the portal are listed below:
Order services and resources
Edit a User Profile
Add a New User to a Customer Portal Account
View an Existing Ticket
Order an SHA2 SSL?
Reset the IBM Cloud Customer Portal Password
Edit a User's Customer Portal Permissions
Retrieve Your API Key
Edit a User in Password Tracking
Delete a User from Password Tracking
Add or Edit an Account Contact
Search in the Customer Portal
Update an Existing Ticket
Configure a Portal Account for One Time Password Access in Manage
View an Account's Audit Log
Create a Ticket
Remove a User from the Customer Portal
Filter by Device, Software or User in the Password Tracking Tool
Add a User for Password Tracking
Request a Company Profile Change
|Web interface accessibility testing||N/A|
|What users can and can't do using the API||
We have more than 3,000 documented methods across 180 discrete services. Our internal management system and our customer portal was built specifically to use it.
All customers have full, free access to our entire automated portfolio of services—from management and monitoring to information retrieval from IBM Cloud accounting, inventory, and DNS systems.
Control every aspect and action on your IBM Cloud infrastructure via API.
we support SOAP, XML-RPC, or REST protocols, C#, PERL, PHP, Python, Ruby, and VB.net API clients.
IBM Cloud Development Network
Developer Community and Knowledgebase for the IBM Cloud IaaS API
Search for specific API services and methods, read development-focused blogs, and connect with other developers to share tips, ideas, and best practices at the IBM Cloud Development Network (SLDN).
Message Queue and Object Storage Control
Additional APIs built specifically for IBM Cloud message queue and object storage services provide extended features and functionality.
|API automation tools||
|API documentation formats||
|Command line interface||Yes|
|Command line interface compatibility||
|Using the command line interface||
IBM Cloud CLI provides a unified way for you to interact with your applications, virtual servers, containers, and other components in IBM Cloud through a command line interface. It also leverages command line tools from Cloud Foundry, Docker, and the OpenStack community when you interact with specific compute types. IBM Cloud CLI helps you handle the environment settings when these community tools are used.
The commands in IBM Cloud CLI are organized by name spaces, to provide a structural overview. If you are using Bash or Zsh, the autocomplete feature in IBM Cloud CLI provides suggestions and allows you to complete commands and their arguments. These features make it easier for you to find and use the right commands.
The IBM Cloud CLI command line interface is not supported by Cygwin. Use the IBM Cloud CLI in a command line window other than the Cygwin command line window.
|Independence of resources||
IBM Cloud will use reasonable efforts to provide a service level of 100% for the Public Network, Private Network and customer portal.
Users can provision dedicated resources such as; baremetal servers, security devices, storage devices and network devices.
|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||
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
Standard services are available for backup via the softlayer.com website and the customer portal. Including R1-Soft and E-Vault.
Customers can also use their own backup tools within the IBM Cloud environment.
|Scheduling backups||Users schedule backups through a web interface|
|Backup recovery||Users can recover backups themselves, for example through a web interface|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Public Network: IBM Cloud will use reasonable efforts to provide a service level of 100% for the Public Network.
Private Network: IBM Cloud will use reasonable efforts to meet a service level of 100% for the Private Network.
Customer Portal: IBM Cloud will use reasonable efforts to meet a service level of 100% for access to the Customer Portal.
For each 30 continuous minute period of Qualifying Outage Minutes for a Service in a Measurement Period, IBM Cloud shall provide an SLA Credit of 5% of the
fees for the relevant Service which was subject to the Loss of Service during the Measurement Period. Any period of Qualifying Outage Minutes for a Service
which is less than 30 continuous minutes shall not be eligible for an award of SLA Credits. Claimed Outages for different Services may not be combined to meet
|Approach to resilience||Available upon request|
|Outage reporting||From time to time, events occur in the IBM Cloud that require IBM Cloud to take action. Sometimes these events are unexpected and sometimes there are planned maintenance activities required to keep the Cloud operating at its peak condition. While IBM Cloud makes every effort to isolate our customers from these events, sometimes it becomes necessary to take certain equipment off-line. Regardless of the impact to our customers, it is always necessary to be transparent, timely and informative. We believe it is best to put our customers in control of their Cloud experience, and so our policy is to push information to our customers that explicitly subscribe to this process on the customer Portal. Therefore it is important that our customers understand how to make notifications work for them.|
Identity and authentication
|Other user authentication||
Within the Customer Portal, external, two-factor authentication may be activated to add additional protection when logging into the Portal. This additional layer of security protects the account from unverified access, ensuring devices, data and account information are protected. This external authentication is available in two forms:
Symantec Identify Protection is our most commonly used external authentication tool, providing a dynamic security code used in addition to the username and password when accessing the Customer Portal.
PhoneFactor authentication provides out-of-band authentication via phone call, SMS or mobile app.
External authentication may be added per user for a small monthly fee.
|Access restrictions in management interfaces and support channels||IBM Cloud Triple network architecture ensures that VMs may be exposed to the public network via internet as well as a private network interface. The private network which provides access to subscribed resources such as VMs is accessible via IBM Cloud provided VPN (VPN over internet client) and/or via client establishing connectivity via PPTP, IPSEC, SSL or wide area cross connect from IBM Cloud peering point. The client portal and API layer are accessible via internet and provide for multiple levels of access control (user credentials - including multi-factor and external authorization capabilities, secure API key), client source IP address.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
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||At least 12 months|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BVCH SAS UK Branch|
|ISO/IEC 27001 accreditation date||18/08/2016|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||06/04/2018|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||N/A|
|Who accredited the PCI DSS certification||Not available|
|PCI DSS accreditation date||Not available|
|What the PCI DSS doesn’t cover||Not available|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cloud Security Alliance - STAR registrant
Privacy shield framework
EU Model clauses
|Information security policies and processes||We have a published information security policy which is shared upon customer engagement|
|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||
IBM Cloud follows best practices for systems management including change management. Note that on provisioning of a server, that server and its monitoring and management become the client's responsibility, meaning that the client is responsible for implementing overall service management and process.
The entire IBM Cloud platform is built on top of a technology called Infrastructure Management System (IMS). All automated operations and functionality in the IBM Cloud platform are controlled by IMS. This includes provisioning and de-provisioning of services, logging, billing and alerts
IBM Cloud operational management includes reporting and alert vulnerabilities and incidents.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||IBM Cloud regularly performs scans of the components supporting the management system as well as the perimeter network for access to clients subscribed compute resources. Once any high or critical issues identified have been addressed and appropriate departments have been notified, a re-scan is initiated to ensure all issues have been resolved appropriately. In addition, a Nessus Vulnerability Assessment scan of provisioned instances can be scheduled at no charge via the IBM Cloud portal. Remediation of any issues in user subscribed resources is the responsibility of the user.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
IBM Cloud provides 24 hours per day monitoring and regularly analyzes security logs generated from platform components for suspicious activity. Logged alerts are handled in a timely manner - if applicable information is communicated to the client via the standard incident response and support mechanisms.
A support and incident response system communicates any activity to clients regarding the IBM Cloud infrastructure. If IBM detect malicious network activity, it will null route the traffic and work with the client to re-mediate the activity. If not remediated in 24 hrs, IBM Cloud maintains the capability to take the target IP address offline.
|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||IBM Cloud will follow IBM Computer Security Incident response team (CSIRT) procedures for any internal breach that impacts IBM Cloud internal infrastructure and will notify customers as appropriate following IBM CSIRT as required. Users can report incidents via the customer portal|
|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||No|
|Price||£19.85 per unit per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Start with a Lite account and upgrade when you’re ready. Pay for what you need or secure pricing with a subscription.|
|Link to free trial||Www.ibm.com/cloud|
|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|