Softcat Limited

Elasticsearch Service

Hosted and managed Elasticsearch & Kibana from the originators of the technology to help you with logging, app search, website search- even security analytics & APM. It offers many unique capabilities-Canvas, Maps, SQL, Data Rollups, Frozen Indices, unmatched tech support& Training. Deployable to AWS, GCP and Azure coming soon.


  • Deployable to Amazon, Google (Azure coming soon)
  • Built-in Security that offers Encryption, Authentication, and Role-based Access Control
  • Built-in Field & Document-level Security
  • Built-in Machine Learning for Anomaly Detection on Time-Series Data
  • Built-in Graph Analytics & Reporting tools
  • Built-in Query Based Alerting, Uptime monitoring
  • Built-in Elastic Maps Service for Geographic Visualization
  • Built-in Elastic-specific Monitoring Tools & General Purpose APM
  • Built-in Data rollups, SQL interface
  • Built-in frozen indices and index lifecycle management


  • Easiest possible procurement, no servers or software
  • Centrally provision, manage, and monitor multiple clusters
  • AWS Marketplace integration (GCP coming soon)
  • One-click Upgrades and Scaling for your deployment
  • Online same-day version updates and security patches
  • Automatic backups every 30 mins for robust failure recovery
  • Elastic SLA-Based Technical Suppor
  • Cross Zone Replication, support for up to 3 availability zones
  • Uptime (99.95%) and Support SLAs available
  • Application Search Solution Available for project jumpstart


£12.31 per gigabyte per month

  • Free trial available

Service documents


G-Cloud 11

Service ID

8 9 3 6 2 7 7 6 5 4 3 2 8 6 7


Softcat Limited

Charles Harrison


Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
System requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
"Please refer here:"
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat accessibility testing
Onsite support
Yes, at extra cost
Support levels
"Support policy and response times can be found here:"
Support available to third parties

Onboarding and offboarding

Getting started
Elastic provides a range of resources to help customers get started on Elastic Cloud. These include: comprehensive documentation, webinars and videos, public trainings, private trainings, on-demand trainings, customer stories, partners, professional support, consulting, and access to Elasticsearch engineers.
Service documentation
Documentation formats
End-of-contract data extraction
Customers may use the snapshot and restore method to extract their data. Further information on our policies can be in our Terms of Service.
End-of-contract process
"""You may terminate this Agreement at any time by cancelling your Account with Elastic Cloud. Termination of this Agreement shall neither release you from any obligations undertaken under the clauses of this Agreement, nor from any obligations to pay us for any outstanding fees. Any outstanding fees will be billed to you or withdrawn from your registered credit card. You will not receive any refunds by cancelling your Account.
You are solely responsible for deleting or retrieving your Data from Elastic Cloud prior to termination of your Account for any reason. If we terminate your Account, we will provide you with a reasonable opportunity to retrieve your Data from Elastic Cloud, if you so request. Such a request must be sent by email to Elastic within seven (7) days after you receive notice regarding the termination. In any event, Data will be deleted from Elastic Cloud no earlier than fourteen (14) days after the termination notice regarding your Account has been sent to you."""

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Service interface
Description of service interface
Elasticsearch Service provides an easy to use web GUI to create, scale, and manage operations with Elasticsearch deployments.
Accessibility standards
None or don’t know
Description of accessibility
Accessibility testing
What users can and can't do using the API
Any operations that can be performed in the UI can be replicated as an API call. Please see documentation for further guidance.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Users can customise deployments by choosing from templates, scaling capacity, adding features, making deployments highly available, upgrading to new Elastic Stack versions, and more. Users can also add official plugins or upload your own custom plugins and bundles.


Independence of resources
Docker and cgroups are used to guarantee a customer's share of the underlying resources. This ensures that customers are allocated the exact RAM, Storage, and CPU that they pay for - no more, no less.


Service usage metrics
Metrics types
Cluster performance metrics are available directly in the Elasticsearch Service Console. Additionally, Elastic's monitoring features provide a way to keep a pulse on the performance of Elasticsearch, Kibana, Beats, and Logstash. Its collection of dashboards help you assess their status at various levels providing you with all the information you need to keep your Elastic Stack optimized.
Reporting types
Real-time dashboards


Supplier type
Reseller (no extras)
Organisation whose services are being resold

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
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
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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

Data importing and exporting

Data export approach
Snapshot of indexes into a custom repository.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Gold, Platinum and Elasticsearch Service Private customers have a 99.95% uptime SLA. Please request Elastic's "Production Service Level Agreement" for more information.
Approach to resilience
Nodes are provisioned in additional Availability Zones within the same region if the customer chooses. Customer would need to configure replication to take advantage of the additional nodes. An Elastic Cloud cluster running across 3 data centers would be a single Elasticsearch cluster, with a copy of the data residing in each availability zones, all replicating to one another and being load balanced by the endpoint.
Outage reporting
Any operational outages are updated live the Elastic Cloud status page.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Native authentication, 2-factor authentication, Role-Based Access Controls, and field & document level security.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
CSA STAR accreditation date
Available upon request
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Available upon request
PCI certification
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Available upon request
Information security policies and processes
"Elastic's Senior Director of Information Security leads security efforts for the company, and is supported by the company's Information Security Staff, VP of Legal, and Director of Product, Security Market. The company has a Data Protection Officer for its European operations.

Elastic's Information Security Governance Policy and Standards aligns with ISO 27001 framework and includes the following:
Information Security Governance Policy
Privacy policy
Access Control Standard
Asset Management Standard
Change Management Standard
Vulnerability Management Standard
Data Classification Standard
Security Analysis and Logging Standard
Incident Management Standard
Supplier Assessment Standard"

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
"We have a Change Management Standard which ensures requirements for change management are designed to control and manage the propagation of software and infrastructure changes to a production environment. This prevents the uncoordinated changes that might not be in-line with the requirements outlined by the owners of the system or in this standard. It also provides feedback into our project management allowing for proper planning for any changes to the system being developed. Ensures the different types of changes need to be managed and executed according to a formal change management process.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
"The process follows CVE since it is an industry standard, and we also have an exception process to account for risk management & mitigating controls.
Elastic maintains a documented public process for submitting vulnerabilities and security-related issues at
Elastic follows a documented process to responding to vulnerability and other security-related events.
Elastic also publishes vulnerabilities via Bugtraq and also public announcements at

More details about this control are available in our independently audited SOC2 Type 2 report that can be requested via a Sales representative."
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
"Elastic's internal Security Incident Event Monitoring System provides centralized log correlation analysis merging different sources which provides alerting on abnormal behavior affecting systems performance and security.
Response follows our internal security incident management process.

More details about this control are available in our independently audited SOC2 Type 2 report that can be requested via a Sales representative.."
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
"In terms of Incident Response, we have developed and distributed security incident policies and procedures which are communicated to authorized users. We respond to identified security incidents by executing a defined incident response plan to understand, contain, remediate, and communicate security incidents, as appropriate. Security incidents are logged, tracked, resolved, and communicated to affected parties by management according to Elastic's security incident response policy.

More details about this control are available in our independently audited SOC2 Type 2 report that can be requested via a Sales representative.."

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)

Public sector networks

Connection to public sector networks


£12.31 per gigabyte per month
Discount for educational organisations
Free trial available
Description of free trial
Please contact

Service documents

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