Zaizi Limited

Managed Cloud Platform

Fully Managed Infrastructure Cloud Platform offered on the UKCloud UK high scale cloud environment. Full ITIL service support is offered 24 x 7 across a solution incorporating all required elements of the UKCloud platform. Supports OFFICIAL and OFFICIAL Sensitive workloads.

Features

  • Fully scalable Platform, automatic up and down scaling on demand
  • Encryption of data at rest using 256-bit AES encryption
  • Secure to OFFICIAL and OFFICIAL SENSITIVE
  • UK service from UKCloud with SC and NPPV Staff
  • Connectivity includes PSN and PNN
  • 24 x 7 Managed Service
  • Full reporting and service management

Benefits

  • Managed Service offering single point of support
  • Proactive reporting / service management
  • Scalable architecture to minimise costs and support busting
  • UK Location for regulation support
  • Compatibility with major enterprise applications

Pricing

£1000 per unit per month

Service documents

G-Cloud 9

888051591311626

Zaizi Limited

Andrew Hawkins

0203 582 8330

sales@zaizi.com

Service scope

Service scope
Service constraints N/A
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Zaizi offer Level 2 and Level 3 support service supporting the application, platform and infrastructure as required. We operate under an ITIL model incorporating a Continual Improvement (CI) and automated testing approach. Support is offered for: Core Business Hours 8:00 – 18:00 Extended Business hours (not weekends and Bank Holidays) 24/7 Support Via UK and Overseas Support Desk Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times, the table below provides the typical response times offered. P1: Response 1hr, target resolution 4hrs P2: Response 2hr, target resolution 24hrs P3: Response 4hrs, target 5 business days
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 Zaizi offer Level 2 and Level 3 support service supporting the application, platform and infrastructure as required. We operate under an ITIL model incorporating a Continual Improvement (CI) and automated testing approach. Support is offered for: Core Business Hours 8:00 – 18:00 Extended Business hours (not weekends and Bank Holidays) 24/7 Support Via UK and Overseas Support Desk Zaizi prioritises all issues raised aiming to resolve within agreed response and resolution times, the table below provides the typical response times offered. P1: Response 1hr, target resolution 4hrs P2: Response 2hr, target resolution 24hrs P3: Response 4hrs, target 5 business days
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We offer onsite training and offsite training on the service at additional cost and document the service and SLA
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction We provide an off boarding service which is charged at T&M. The scope of the support and work required will be scoped on notice of termination.
End-of-contract process All off boarding and final documentation will be chargeable however our services are designed around open systems and to be as flexible for client on-boarding and off boarding as feasible.

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Our management processes monitor and assess performance for each client and our service scales accordingly to ensure performance baselines our met
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold UKCloud

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 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 CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
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
Backup and recovery Yes
What’s backed up
  • Machine Images
  • Files
  • Databases
Backup controls Backup schedule is agreed as part of the service agreement and SLA
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-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
  • Other
Other protection between networks UKCloud offer the choice of connecting:
• Via the internet using additional encryption such as TLS 1.2
• IPSec VPN tunnels
• Via private networks such as leased lines or MPLS
• Via public sector networks such as PSN, N3, Janet
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network UKCloud use dedicated CAS-T circuits between each of our sites to ensure the protection of customer data in-flight. We additionally encrypt this data within our Elevated OFFICIAL platform. All data flows are also subject to our protective monitoring service.

Availability and resilience

Availability and resilience
Guaranteed availability UK Cloud offer 99.95% - 99.99% depending on Service level chosen, the Zaizi SLA will reflect this and the overall service delivery and be shared to the specific client requirement and service type.
Approach to resilience The UKCloud service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Zaizi will work with clients during the on-boarding process to ensure that resilience is designed into the solution
Outage reporting Zaizi provides full service managed through our support desk. However all outages will be reported via the UKCloud Service Status page and the notifications service within the UKCloud Portal.  Outages are identified as Planned maintenance, Emergency maintenance, and platform issues.

Identity and authentication

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 All access is managed through Zaizi support calls. However the UKCloud platform has online systems (e.g. Customer Portal & API interfaces) for which, all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
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)

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 21/4/2015
What the ISO/IEC 27001 doesn’t cover The following is excluded from the scope of Zaizi’s Statement of ISO 27001:2013 Statement of Applicability: A.11.2.4 – Equipment Maintenance Reason - No fixed asset has high-value (i.e. >£3k) are depreciated on purchase and have no residual value after 3 years. Items considered beyond economic local repair are the subject of straight replacement from new. Servers are leased and cloud-based and out of scope of this requirement. A.11.1.5 – Working in secure areas. Reason Zaizi does not operate a system of permanent secure areas. Secure area working is restricted to customer sites in accordance with current HMG information classification guidelines. Working on-premise is constrained to the HMG classification of OFFICIAL. A.14.2.7 – Outsourced Development. Reason - Zaizi does not outsource the development of software (it is a software development house).
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are fully ISO27001 assured and follow standard procedures. Our processes are reviewed internally at management level at regular intervals during the year, including our Chief Exec and CSIO. Incidents are managed by our CSIO and by the process alerted to the Management team.

Operational security

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 Zaizi follows ITIL based processes to manage configuration and change request procedures and dovetails with UKCloud. UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Zaizi dovetails with the UKCloud platform and team within our ITIL and ISO27001 processes. UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Zaizi and UKCloud follows best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Our approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
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 UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

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

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 At the compute/storage layer, consumers are separated via robust hypervisor controls based on VMware vSphere technology. This solution has been previously been validated by the NCSC PGA and the implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £1000 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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