Fuseforward Cloud Services Ltd

Application Private Cloud for Government - AWS-Fuseforward

FuseForward offers a suite of cloud technologies and services that help public sector simplify operations on Amazon Web Services. The patented technologies enable us to securely migrate, manage, and operate application workloads on AWS as a fully-managed service.

We also offer consulting, migration, disaster recovery and professional services for AWS.

Features

  • One vendor: FuseForward
  • No capital investment
  • Templated, proven approach
  • Best-of-breed components
  • Ready-made using patented systems
  • Environment provisioned for you
  • Deployed in a fraction of time & cost
  • We operate and maintain it for you

Benefits

  • Speed-to-Value
  • Operated and Maintained
  • Cost Certainty
  • Fully Managed

Pricing

£240 to £320 a virtual machine a month

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 kevin.fitzpatrick@fuseforward.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 5 4 5 5 5 4 5 5 3 5 1 3 5 0

Contact

Fuseforward Cloud Services Ltd Sales Team UK
Telephone: +447825602408
Email: kevin.fitzpatrick@fuseforward.com

Service scope

Service constraints
FuseForward will manage the environment up to the application layer.
If the customer needs support or service in the application layer, they can purchase Application Managed Services based on a hourly rate.
System requirements
  • 3rd party software licenses
  • Application Manager

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times within 15 minutes.
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
None or don’t know
How the web chat support is accessible
We create Slack channels for each customer. Users cannot create change requests through Slack.
Web chat accessibility testing
N/A
Onsite support
No
Support levels
Essential Support: 5x8 Service Desk, SLA 99%, from $250 GBP per month
Business Support: 5x8 Service Desk, SLA 99.95%, Account Manager, from 1,000 GBP per month
Enterprise Support: 5x8 Service Desk, SLA 99.95%, Account Manager, Cloud Support Engineer, from 2,500 GBP per month
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We send the customer a "Welcome Email" that includes an on-boarding document that has the SLA, support and sales contact information, escalation procedures and description of the services purchased.

Online training is then done to cover the ticketing system, slack and the FuseConsole portal.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
At the point equipment is ready to be physically destroyed, AWS will securely destroy media within the secure area of their data centres. Customers can seek independent verification that data is sanitised and destroyed appropriately, by reviewing documents within the AWS the Artefact service such as SOC2 reports.
End-of-contract process
FuseForward requires 30 day written notice to terminate an agreement.

Using the service

Web browser interface
Yes
Using the web interface
FuseConsole allows for the creation of privileged users and end users and assigns permissions for what applications they can access. It also provides analytics for both the cloud environment and the KPI's of the application.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Our Console supports for tablet services but is not currently validated against any accessibility standards.
Web interface accessibility testing
N/A
API
Yes
What users can and can't do using the API
Users can use the APIs in the platform to build applications using our Master Data management, or automation systems, application system an automation systems.
API automation tools
  • Ansible
  • Terraform
API documentation
Yes
API documentation formats
Other
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface
The AWS Command Line Interface (CLI) is a unified tool to manage your AWS services. With just one tool to download and configure, you can control multiple AWS services from the command line and automate them through scripts.

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
We can setup auto-scaling groups for application or web instances so additional instances are added or removed from the auto-scaling group when the CPU or RAM hits a pre-determined threshold.
Usage notifications
Yes
Usage reporting
  • Email
  • SMS

Analytics

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

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Amazon Web Services (AWS)

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
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 once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
  • Virtual Machines
  • Databases
  • Log Files
  • Transaction Logs
Backup controls
Backups are fully managed by the FuseForward team of engineers. Users can make a change request for backups via the ticketing system.
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
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
FuseForward’s cloud services will meet the service levels described in this Service Level Agreement (SLA). Our cloud services are provided using our FuseForward management platform and underlying cloud hosting infrastructure.

Essential - 99% SLA
Business - 99.5% SLA
Enterprise - 99.95% SLA

In the event of a failure to meet the cloud service uptime, the customer needs needs to request service credits against their next bill.
Approach to resilience
AWS data center physical security begins at the Perimeter Layer. This Layer includes a number of security features depending on the location, such as security guards, fencing, security feeds, intrusion detection technology, and other security measures.

The Infrastructure Layer is the data center building and the equipment and systems that keep it running. Components like back-up power equipment, the HVAC system, and fire suppression equipment are all part of the Infrastructure Layer. These devices and systems help protect servers and ultimately your data.

The Data Layer is the most critical point of protection because it is the only area that holds customer data. Protection begins by restricting access and maintaining a separation of privilege for each layer. In addition, we deploy threat detection devices, video surveillance and system protocols, further safeguarding this layer.

Each AWS region has multiple data centers called availability zones (AZs). When deploying a solution, we follow best practices where the production environment for the customer application is setup in high availability (HA). This means the web/app tier and database tiers are deployed across multiple AZ.

If required we can deploy a Disaster Recovery solution into a separate region on AWS.
Outage reporting
The AWS service dashboard is available online at the following link:

https://status.aws.amazon.com/

It is also available via the AWS console or API where it can be customized to meet the customer requirements. The personal dashboard can be configured for email alerts.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
The owner of the FuseForward account needs to provide authorization for access to the ticketing and Slack channel. When the owner removes access we update our CRM database, ticketing system and Slack channel to remove that individual.
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)

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 have access to real-time 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
QAS International
ISO/IEC 27001 accreditation date
17/10/2019
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
27/03/2020
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
N/A
PCI certification
Yes
Who accredited the PCI DSS certification
Coalfire Systems Inc
PCI DSS accreditation date
Unknown
What the PCI DSS doesn’t cover
N/A
Other security certifications
Yes
Any other security certifications
  • AWS - CSA
  • AWS - ISO 27017
  • AWS - ISO ISO 27018
  • AWS - ISO 9001
  • AWS - SOC 1
  • AWS - SOC 2
  • AWS - SOC 3
  • AWS - G-Cloud
  • AWS - EU / US Privacy Shield
  • AWS - Cyber Essentials Plus

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
ITIL and ISO 27001:2013

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
The scope of Change Management encompasses:
- Roles and responsibilities for all persons involved in managing change requests for the platform and infrastructure as well as applications specifically developed by FuseForward.
- Workflow for all activities required to manage these change requests.
- Out-of-scope topics includes the implementation, release and deployment procedures for approved change requests
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
System monitoring and detection of intrusion activity is carried out by a team of trained individuals who understand the system environment and the possible points of attack. The security management system used is an IDS, which gathers and analyzes information from various areas within the system and network to identify possible security breaches in both the physical and virtual environments.
An IPS is in place to not only provide additional monitoring and analysis of network traffic but also to take immediate action when an intrusion is detected.

Dropping packets
Blocking traffic from the suspected IP address
Resetting the connection
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Once the intrusion is isolated, the security breach is addressed and the system recovered, the team conducts an evaluation to determine what went wrong, the cause of the intrusion and ways to prevent reoccurrences in the future.
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
- All incidents reported to Fuseforward should be recorded in the incident management system.
- The service manager is responsible for ensuring the Incident Management Process is followed and the incident is assigned to appropriate service desk person.
- The Service desk team should have access to; Service Level Agreements, Knowledge Database, and Configuration Management System.
- Upon resolution of an incident, the business partner/end user should be notified that the incident has been resolved.
- Once the incident has been resolved, the user and business partner will have 5 business days to reopen the incident.

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
Other
Other virtualisation technology used
Amazon EC2 relies on Xen Virtualization for launching all of its instances. Every physical machine has a hypervisor running on it. A Xen hypervisor allows multiple instances to share a single hardware platform.
How shared infrastructure is kept separate
Virtual private cloud (VPC) and accompanying features — VPC is a software defined network that allows customers to create segmented or micro-segmented network domains to isolate traffic flow between different compute environments and AWS services as well as to join together segments when needed in safe and limited ways.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
The Environmental Layer is dedicated to environmental considerations from site selection and construction to operations and sustainability. AWS carefully chooses our data center locations to mitigate environmental risk, such as flooding, extreme weather, and seismic activity.

n addition to addressing environmental risks, we also incorporate sustainability considerations into our data center design. AWS has a long-term commitment to use 100% renewable energy. When companies move to the AWS Cloud from on-premises infrastructure, they typically reduce carbon emissions by 88% because our data centers can offer environmental economies of scale. Organizations generally use 77% fewer servers, 84% less power, and tap into a 28% cleaner mix of solar and wind power in the AWS Cloud versus their own data centers.

Pricing

Price
£240 to £320 a virtual machine a month
Discount for educational organisations
No
Free trial available
No

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 kevin.fitzpatrick@fuseforward.com. Tell them what format you need. It will help if you say what assistive technology you use.