Cloud Infrastructure Management
Box UK provides a range of discrete cloud hosting services for all aspects of project delivery using cloud computing components and services, including the setup, planning and management of cloud environments and infrastructure. We utilise a number of cloud providers including Amazon Web Services, Google Cloud Platforms and Microsoft Azure.
- Platform design, implementation and automation
- Automated deployments utilising infrastructure as code
- Security by design
- Backup and disaster recovery implementation
- Platform availability and resilience
- Autoscaling to increase capacity capacity on demand
- Invested with multiple cloud providers
- Reduced operational cost through single supplier platform support
- Improved service reliability through robust cloud platform architecture
- Delivery of fully scalable infrastructure solutions to meet demand
- Increased risk resilience; no single point of failure
- Provision of integrated development and operations teams (DevOps)
- Reduced resource burden
£650 to £900 per person per day
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
Box UK Limited
|Service constraints||No service constraints|
|System requirements||No system requirements|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Users are able to manage the priority level of their tickets. Our response time can be guaranteed within 1 working hour, though we provide clients with the opportunity to define their response requirements.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
We offer three support tiers: gold, silver and bronze. These are intended to provide an appropriate SLA according to your application/business need. These can be further tailored to meet your specific requirements and will be agreed with your Technical Account Manager when the project begins.
Standard Support provision is available Monday-Friday, 09:00-17:30 UK time. Further details of order standard agreements can be found in the Service Definition appendix.
|Support available to third parties||Yes|
Onboarding and offboarding
Basic training and client staff enablement is provided as part of our onboarding process.
This process includes:
Establishing key dates for service transitions
Developing risk plans
Establishing acceptance criteria
Introduction to Agile sessions
Where necessary we provide how-to guides to supplement training, leaving these with clients as an easy-to-use reference to crucial cloud-related processes.
|End-of-contract data extraction||
Depending on the system design and specification, several options are available with regards the export and migration of content.
Typical solutions are either database exports or transfer of infrastructure control to the client.
|End-of-contract process||Box UK's end-of-contract process ensures that we engage with the client's team or nominated supplier who will be taking over the support services. We hand over all project-related documentation and undertake enablement workshops where appropriate.|
Using the service
|Web browser interface||Yes|
|Using the web interface||We provide read-only access to the underlying cloud infrastructure account if requested. Clients also have access to our service desk and JIRA which allows for issue tracking and management.|
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||We provide read-only access to the underlying cloud infrastructure account if requested. Clients also have access to our service desk and JIRA which allows for issue tracking and management.|
|Web interface accessibility testing||No interface testing has been undertaken.|
|Command line interface||No|
|Independence of resources||Services can be auto-scaled or periodically reviewed to adequately plan capacity, by uitilising monitoring data and observing trends.|
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||We support, optimise and resell a wide variety of services|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||Managed by a third party|
|Penetration testing frequency||Never|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||
|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|
|Backup controls||Backups are performed as per the clients requirements.|
|Scheduling backups||Users contact the support team to schedule backups|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||IPsec or TLS VPN gateway|
|Data protection within supplier network||
Availability and resilience
Our service can be available 24/7 or to meet the client requirements. We offer a range of SLAs based on the platform, infrastructure and client requirements.
We use both internal and external monitoring services to monitor all aspects of the services to ensure effective and accurate reporting.
Our SLAs can cover all aspects of the infrastructure, including servers, storage and networking.
Service level availability guarantees can be put in place with clients as part of the SLA.
|Approach to resilience||We will ensure that the application hosting we design is resilient and can use a number of methods to achieve this, depending on client requirements - this could be global by using multiple datacentres if required.|
|Outage reporting||By using platform monitoring services such as Pingdom or New Relic, we can proactively monitor site performance and security, acting before outages or breaches occur.|
Identity and authentication
|User authentication||Identity federation with existing provider (for example Google apps)|
|Access restrictions in management interfaces and support channels||These are restricted using SSO or other sign-on method over HTTPS.|
|Access restriction testing frequency||Less than once a year|
|Management access authentication||Username or password|
|Devices users manage the service through||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)|
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||Users receive audit information on a regular basis|
|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||Yes|
|Who accredited the ISO/IEC 27001||SGS|
|ISO/IEC 27001 accreditation date||September 2017|
|What the ISO/IEC 27001 doesn’t cover||All Box UK activities are covered by our ISO certification.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
The following principles provide a framework for the security and management of information and information systems within Box UK:
Information should be classified in line with the Information Classification Framework and in accordance with any other legislative, regulatory or contractual requirements that might increase the sensitivity of the information and security requirements.
All staff are responsible for ensuring that their data are classified and that the information is treated in line with its classification level with appropriate procedures and systems in place to cater for this. Where personal data are stored, appropriate consent for storage and processing must be gathered and recorded.
All individuals covered by the scope of this policy must handle information appropriately in accordance with its classification level.
Information should be only available to those with a legitimate need for access.
Information will be protected against unauthorised access and processing.
Information will be protected against loss and corruption.
Information will be disposed of securely and in a timely manner with
measures appropriate for its classification.
Breaches of policy must be reported by anyone aware of the breach in a timely manner.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||All significant or service-affecting changes to the service configuration are submitted for review through our change management process. This enables consistent assessment of the technical impact and risks. The assessment covers potential security impact, service implications and a full risk analysis of the proposed change.|
|Vulnerability management type||Undisclosed|
|Vulnerability management approach||
Information about the technical vulnerabilities of information systems being used shall be obtained in a timely fashion, the organisation's exposure to such vulnerabilities evaluated, and appropriate measures taken to address the associated risk.
Technical vulnerabilities are raised as JIRA tickets within the project, these are discussed during a specific security meeting as part of our standard vulnerability management approach (or earlier if required).
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||Utilising third party solutions such as New Relic we ensure we can proactivity monitor our hosting/applications to maintain the required SLA.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Box UK aims to identify and resolve events before they develop into incidents. When an incident occurs, it is raised within the Incidents and Improvements board for review.
Incidents are dealt with in the following manner:
Incidents are analysed immediately to assess the immediate need.
If immediate investigation is required, the item will be assigned and updated by Box UK personnel.
All incidents are investigated, the root cause identified, preventative and corrective action taken before the incident is closed.
The key contact for all information security incidents is the IT Manager,
escalations are made to the Operations Manager.
|Approach to secure software development best practice||Supplier-defined process|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||Yes|
|Who implements virtualisation||Third-party|
|Third-party virtualisation provider||AWS, Google Cloud, Azure|
|How shared infrastructure is kept separate||Firewalls, VLANS, access control, segregation of virtual machines.|
|Description of energy efficient datacentres||Any datacentre used or managed by Box UK adheres to the EU Code of Conduct for Energy Efficient datacentres.|
|Price||£650 to £900 per person per day|
|Discount for educational organisations||No|
|Free trial available||No|