Perfect Image

Public Cloud Services for AWS & Microsoft Azure

Consulting, Design, Develop, Implement and Transition services for the Public Cloud (AWS & Microsoft Azure). A fully managed service for cloud based Infrastructure on a pay as you go basis.

Features

  • Consultancy
  • Requirements gathering
  • Solution definition
  • Systems Architects
  • Strategy and planning
  • Migration and upgrades
  • Security Compliance
  • Infrastructure deployment
  • Support
  • Health checks

Benefits

  • Low cost of entry
  • Pay as you go flexibility
  • Dynamic
  • Business aligned
  • Secure and Compliant
  • High performance
  • Ressilient and Robust
  • Proactive monitoring and alerts
  • Data governance
  • Security

Pricing

£5,000 a transaction a year

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rob.hankin@perfect-image.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 3 2 4 3 0 1 8 0 1 9 9 3 5 1

Contact

Perfect Image Rob Hankin
Telephone: 01912380111
Email: rob.hankin@perfect-image.co.uk

Service scope

Service constraints
Our service desk is available by telephone, email and web logging and support is provided during normal office hours, 8.00am to 6.00pm, Monday to Friday. Out of hours’ support is
available on request and on-site assistance is available at an extra charge.

Planned & Emergency Maintenance
The advantage of a solution on this platform is that planned or emergency maintenance does not impact customers.
System requirements
Bespoke depending on client requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 2 hours.
The SLA at weekends and out of hours will vary.
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
Perfect Image customers benefit from a support desk of highly trained and certified application engineers that are all UK based.
Support is defined into five key areas that also help form the service level agreement with our customers and to ensure it meets your organisation’s needs. These include:
• Service Definition
Including start and end date whilst also stating all key contacts and level of support provided.
• Incident Management
Under ITIL an Incident is any sort of problem or service request submitted by the Customer to Perfect Image. Perfect Image’s Service Desk, which will log and respond to all Incidents, operates during our Normal Hours of Coverage which is between 8:00am and 6:00pm, Monday through Friday excluding public holidays. Out of hours’ support is also available on request.
Our service levels are detailed below
• Critical - 4 hour target resolution
• High - 7.5 hour target resolution
• Medium - 22.5 hour target resolution
• Low - 75 hours target resolution
Costs - We have a single rate for all level of support as it is the nature of the incident that will confirm its support status. We provide cloud support engineers as part of this service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Through a 3 step approach. Identify/Develop/Specify
Service documentation
No
End-of-contract data extraction
Data is transferable between service contracts as it resides within the clients own environment which is operated on behalf of the client.
End-of-contract process
Please refer to the service definition and pricing document for details.

Using the service

Web browser interface
Yes
Using the web interface
We work with clients to manage accessibility and the user experience in every occasion.

Please refer to the service definition document for details.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Please refer to the service definition document for details.
Web interface accessibility testing
None
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Our Data environments are architected as individual user environments with a 1:1 contention.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
HTTP request and response status
Reporting types
API access

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft Azure and Amazon AWS

Staff security

Staff security clearance
Conforms to BS7858:2012
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
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
Please refer to the service definition document
Backup controls
Please refer to the service definition document
Datacentre setup
Single datacentre
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
As required by the client, can include these options
Data protection within supplier network
Other
Other protection within supplier network
As required by the client, can include these options

Availability and resilience

Guaranteed availability
These differ between service but are evidenced
Approach to resilience
Cloud based dual home platform in which all core systems are accessed via a primary and secondary location. In effect any internet facing locations can be used. Encrypted and secure VPN access faciliates this.
Outage reporting
Via Client Dashboards, proactive alerts and emails.

Identity and authentication

User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
We use active directory and access controls
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
Dedicated device over multiple services or networks

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 6 months and 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Please refer to the service definition document

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Please refer to the service definition document

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are assessed for potential security Impact inline with ITIL best practice
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Daily vulnerability testing on external IP ports, scheduled patch management and background Antivirus.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We deploy an Opsview platform as a NOC central monitoring facility. This uses proactive round robin monitoring and testing across agreed client thresholds. Red Amber Green reporting against these thresholds.
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
Controlled through our support desk. We follow an ITIL aligned Incident Management process. We carry out the following steps:- Identify and log incidents/Calssify and Prioritise/Investigate and Diagnose/Resolution and Recovery/Close incident

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
VMware
How shared infrastructure is kept separate
Please refer to the service definition document

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
All data centres are owned and run by Microsoft and AWS, who both comply with the EU Code of Conduct

Pricing

Price
£5,000 a transaction a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Please refer to the service definition document

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at rob.hankin@perfect-image.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.