Box UK Limited

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.

Features

  • 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

Benefits

  • 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

Pricing

£650 to £900 per person per day

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Box UK Limited

Benno Wasserstein

02920 228822

gcloudservicesteam@boxuk.com

Service scope

Service constraints
No service constraints
System requirements
No system requirements

User support

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
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
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

Getting started
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
Knowledge-sharing workshops
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.
Service documentation
Yes
Documentation formats
PDF
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.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Services can be auto-scaled or periodically reviewed to adequately plan capacity, by uitilising monitoring data and observing trends.
Usage notifications
Yes
Usage reporting
Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security clearance
Other security clearance
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)
  • EU-US Privacy Shield agreement locations
  • Other 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
  • 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
Backup controls
Backups are performed as per the clients requirements.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • 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 protection between buyer and supplier networks
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
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
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
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.

Operational security

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.

Secure development

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.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Any datacentre used or managed by Box UK adheres to the EU Code of Conduct for Energy Efficient datacentres.

Pricing

Price
£650 to £900 per person per day
Discount for educational organisations
No
Free trial available
No

Service documents

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