Axis12 Limited

Drupal 7 Hosting

Drupal is a Content Management System designed for high volume and complex website needs. Axis12 is an ISO 27001 certified company, providing cloud-based web hosting services since 2005. Our Drupal 7 hosting service is a resilient and scalable infrastructure designed to service critical digital services and applications.

Features

  • Drupal 7 hosting from Tier 3 UK based data centre
  • Drupal 7 hosting is ISO 27001 accredited, best for security
  • Drupal 7 hosting PCI DSS compliant, bearing the BSI Kitemark
  • Independent testing regularly takes place to ensure security compliance
  • Multiple environments available (Development, Test, Staging, Production)
  • Comprehensive monitoring and reporting
  • Drupal 7 hosting is Intrusion Detection System (IDS) protected
  • Choice of multiple UK data centres for Drupal 7 hosting
  • Amazon/Azure/Platform.SH hosted option available upon request for Drupal 7 hosting
  • Edge caching and Content Delivery Network (CDN) provided

Benefits

  • Drupal 7 Open Source provides robust and scalable architecture
  • Axis12 provide seamless integration to Open Source development workflows
  • Axis12 are experts in Drupal 7 and follow best practice
  • Drupal 7 instances are available on demand
  • Axis12 offer flexible configuration based around your requirements
  • 24/7 support option is available
  • Disaster Recovery and BCP available as standard
  • Data centres staffed by security, technical and network staff 24x7x365

Pricing

£185 per unit per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 3 5 6 1 5 6 8 0 4 3 4 2 2 9

Contact

Axis12 Limited

Luke Harrop

+44 (0)845 519 5465

tenders@axistwelve.com

Service scope

Service constraints
Hosting is generally delivered on Linux systems.
System requirements
  • KVM or Docker based virtual machines
  • Linux based operating system
  • Kubernetes
  • Drupal
  • Django
  • Wagtail
  • Windows

User support

Email or online ticketing support
Email or online ticketing
Support response times
Acknowledgement of questions raised in a support ticket is conducted within 5 minutes. Tickets are triaged and actioned in accordance with our strict SLAs, which range from 60mins through to 5 business days depending on the urgency and severity of the issue.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Axis12 use Olark for web chat communications. Olark is independently verified for accessibility.
Onsite support
Yes, at extra cost
Support levels
Axis12 provide a range of different support ranging from 24/7 x 365 through to Core hours: Office hours (08:30 – 17:30 Monday to Friday on standard UK business days). Costs vary depending on level of service required and staff type. Every client will have a named account manager experienced in diagnosing and directing requests to the correct resource.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
This first step we take during on-boarding is to create a support project in our back-office support system (Jira). You will need to supply us with a primary contact (through which all change requests will be routed)
plus one or more email addresses for alerts and tickets. Training in how to use Jira for logging tickets will be provided as part of the on-boarding process.
We will confirm your architecture requirements and your servers will then be commissioned and configured.
Provisioning generally takes anywhere from 2-3 hours up to 2-3 days depending on the complexity of your requirements.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
This can be provided by logging a support request with the team.
End-of-contract process
Off-boarding involves removing all accounts associated with back-office systems involved in your deployment and securely deleting all data held in line with our ISO 27001 processes. We can provide an archive of all support tickets if requested. Data held on the servers can be packaged and delivered on request although this may incur a small fee. We will also securely delete all tickets in the Jira project we created for you.

Using the service

Web browser interface
No
API
Yes
What users can and can't do using the API
Unless explicitly requested the API is for Axis12 staff only.
API automation tools
  • Ansible
  • Puppet
API documentation
Yes
API documentation formats
  • HTML
  • PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • MacOS
Using the command line interface
Unless explicitly requested the command line interface is for Axis12 staff only.

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Network separation, pinned resources with hosts, strict allocation of resources on underlying hosts.
Usage notifications
Yes
Usage reporting
Email

Analytics

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

Resellers

Supplier type
Not a reseller

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
  • European Economic Area (EEA)
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
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
Yes
What’s backed up
  • Files
  • Databases
  • Configuration
Backup controls
Users can backup at different times and frequency depending on client need
Datacentre setup
Multiple datacentres with disaster recovery
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
  • 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
99.95% uptime as standard. Higher uptime guarantees on request.
Support for Level 1 issues and planned Support Requests (Levels 2-5) where agreed in advance. An out-of-hours telephone number is provided for The Customer to escalate any Level 1 issues. The Supplier will respond to and action any Level 1 issues in accordance with the response targets.
Hosting and infrastructure issues will be actioned within the resolution targets.
Level 1 issues caused by an application or content change made within non-Core hours will be actioned on a best efforts basis. Outages caused by these issues will be exempt from the uptime measurements and Service Level Credit calculations, and the support services may be chargeable.
Approach to resilience
Resilience is provided across our Priority 1 systems through load-balanced firewalls and switches,multiple reverse proxy servers with automatic failover capability, multiple high-availability webservers and a scale-out NAS file system.
Outage reporting
Our monitoring systems produce email alerts in near real-time.
A ticket is automatically created in our web based ticketing system called Jira. Client is also telephoned immediately. Investigation commences, and any updates to the Jira ticket (at least one every 15 minutes in the case of an outage) triggering update emails to client.

Month end reporting will show full duration and detail of any outages based on monitoring and Jira statistics.

By tracking all support activity through Jira and giving our client full access we provide you with total transparency over the way an issue is being handled and report on our activities against the service level agreement each month.

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)
  • Username or password
Access restrictions in management interfaces and support channels
Two factor authentication, IP White list, VPN
Access restriction testing frequency
At least every 6 months
Management access 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)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • 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 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 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
16/09/2013
What the ISO/IEC 27001 doesn’t cover
Scope Statement
Axis12 ISMS encompasses all aspects of the organisation’s business and operations in support of discharging their obligations as defined in the Service Agreements with their clients from their London site, with hosting services provided in UK based datacentres and Amazon Cloud Services based in EA. This includes software development, hosting, support and training, the provision of consultancy and all other defined service offerings together with the associated supporting business processes.

Exclusions
Recruitment services are not currently in scope as they are not relevant to our certification.
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
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Axis12 have been ISO 27001 certified (certification no. 598644) for more than three years and work closely with a CLAS certified consultant who ensures our processes meet the high standards of data security.
We are familiar with HMG Security Policy Framework (Cabinet Office, October 2013; www.gov.uk/government/publications/security-policy-framework) and our experience spans design, development and support of a number of IL2-certified systems, and the implementation and support of IL3 systems.

All of our processes and procedures incorporate Physical, Human and Digital security capability to ensure that client data and systems are continuously secure against threats to Confidentiality, Integrity and Availability.

All of our employees undergo security screening and CRB checks, and are provided with solid training to ensure that the needs of our clients are managed and the aspirations of our workforce remain high.

We can guarantee security by only providing certain levels of access (e.g. server-level access) to suitably qualified and trained Axis12 staff covered by our ISO 27001 certificate.

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
Change Control Steps:
1. Documenting the Change Request through Axis12 Change Control system.

2. Formal assessment of change looking at risks, benefits and security impact of making the change evaluated by the Change Approver.

3. The team responsible for the change creates a detailed plan for its design and implementation.

4. The implementation team designs a program for the software change and tests it. If successful a release date is requested.

5. The team implements the program and stakeholders review the change.

6. Final assessment involves requestor and change approver confirming the implementation success/failure and Change Request is closed/reopened.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Axis12 are constantly monitoring the various major alert/information channels for threats to our system. Each threat is classified Critical, High, Low with expected implementation times as follow.
- 'Critical’ patches should be deployed within hours.
- 'High’ patches should be deployed within 2 weeks of a patch becoming available.
- ‘Low’ patches deployed within 8 weeks of a patch becoming available.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Axis12 have a range of automated and manual approaches to protective monitoring that are constantly being reviewed as new threats are identified within the industry. We work closely with our hosting partners and other industry experts. The exact process is available on request.
Incident responses are reviewed and classified in our ‘Security Incident (System)’ and assigned to the appropriate Service Level to the incident with the appropriate level of technical resources to resolve the issue.
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
1. Issue identified.
2. Service desk reported by phone or email.
3. Tickets created in our ticketing system.
4. For Severity 1 issues, an action plan is formulated as soon as the call is logged and regular conference calls scheduled until the issue is fixed.
5. Diagnosis begins according to our SLA.
6. Ticket updated regularly, triggering an automated email to the client.
7. When issue has been resolved, the system is updated as completed and all interested parties automatically alerted via email. This means that tickets can never be closed without the person who logged the ticket being aware.

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

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
KVM hypervisor
How shared infrastructure is kept separate
Separate virtual machine, locking down connections by ip whitelist. [more here]

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£185 per unit per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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