Espire Infolabs Ltd

AWS Hosting

With strong SLA and Governance in place, Espire provides its clientele, a dependable Hosting Support including both proactive and reactive services to keep your applications up and running and scaling new heights on AWS infrastructure as a service (IaaS) and platform as a services (PaaS).

Features

  • Firewall Management
  • Patch Management
  • OS Management and Monitoring
  • Security Management
  • SQL Management
  • System Administration
  • DR Solution
  • Implementation and Administration of Monitoring Tools
  • Application Performance & Availability Monitoring
  • Basic IIS - Install, Start, Stop and Reset

Benefits

  • 24x7 Support
  • Strong SLA and Governance in place
  • Increased Business Agility
  • Speedy Deployment, Operations and Scalability
  • Effective Cost Management
  • ITIL Best Practices followed and continuously updating

Pricing

£200 to £485 per person per day

  • Education pricing available

Service documents

G-Cloud 10

899917565188266

Espire Infolabs Ltd

Pravin Patel

+447909118148

Pravin.Patel@espireinfo.co.uk

Service scope

Service scope
Service constraints Typically, Support Team will be seated at Espire offshore Delivery Centre with desired number of representatives at client onsite location. However, we are open to placing the team onsite if needed with agreed lead time.
System requirements
  • Access to Service Management Software
  • Access to Cloud Hosting Console
  • Adequate privileges to execute operations
  • VPN connectivity (if required)
  • Additional requirements (To be defined as per client's need)

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Following are out typical response time:
15 Minutes for P1 incidents/requests
30 Minutes for P2 incidents/requests
4 Hours for P3 incidents/requests
8 Hours for P4 incidents/requests.
Above are just for indication. We are flexible to accommodate your custom requirements.
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 Typically, we provide L2 and L3 Support, but are open to provide L1 Support as well.

Cost depends on number of resources, skills and window of support required and agreed.

We do provide Technical Account Manager and Cloud Support Engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We have detailed client on-boarding process in place that initiates after signing off the SOW. The process includes Discovery, Knowledge Transition, Creation of Service Manuals, Communication and Governance Process and Training requirements.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Doc
  • Excel
End-of-contract data extraction Espire will not keep any data on its storage space. Since, the service is managed on Azure/AWS cloud, all data will continue to be present on Azure/AWS Cloud. On ending contract with Azure/AWS, client may ask for a dump of all data that can be restored.
End-of-contract process Espire will provide only professional services to support Hosting. Contract can end as per agreed terms of notice period.

Using the service

Using the service
Web browser interface Yes
Using the web interface We use the web interface provided by the Cloud Hosting Provider (Azure/AWS). It provides an extensive console to carry out the support activities.
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing We have performed web interface accessibility testing using some tools like JAWS, Accessibility Event Watcher, Inspect Element, Narrator, Magnifier, Accessibility Explorer
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources The number of resources supporting your cloud environment and service window will be defined as per your custom needs and will be flexible to be modified as per your changing needs. Resources usage and the window defined for your services will not be shared by other users.
Usage notifications Yes
Usage reporting Email

Analytics

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

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold AWS

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 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 No
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
  • Virtual Machines
  • Database
Backup controls The cloud hosting consoles provides user interface to set up backup policies to define the entities to be backed up and also the schedule to be followed. The backup is created on the same cloud hosting service (Azure/ AWS)
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Single datacentre with multiple copies
Scheduling backups Users schedule backups through a web interface
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network Other
Other protection within supplier network No data is saved within our network. All data will reside in cloud storage (Azure/AWS)

Availability and resilience

Availability and resilience
Guaranteed availability Please refer to AWS Availability SLA at
https://aws.amazon.com/compute/sla/
Approach to resilience Espire takes combination of steps to make the services resilient. Some of the high live; steps that we take are:
- Isolating Failures to an Availability Zone
- Create the Role’s Trust Policy
- Create and Configure a Role for Each Availability Zone
- Allow the Roles to Access Resources
Outage reporting Personalised Dashboard and Email Alerts

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 Microsoft Azure allows you to run applications and virtual machines (VMs) on shared physical infrastructure. One of the prime economic motivations to running applications in a cloud environment is the ability to distribute the cost of shared resources among multiple customers. This practice of multi-tenancy improves efficiency by multiplexing resources among disparate customers at low costs.

The Azure AD architecture isolates customer data and identity information from co-mingling. This means that users and administrators of one Azure AD directory cannot accidentally or maliciously access data in another directory.
Access restriction testing frequency At least once a year
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 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)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Intertek Certification Limited
ISO/IEC 27001 accreditation date 02/03/2017
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 We are certified with ISO 27001:2013 for Information Security Management System (ISMS)

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 Please review following:
https://aws.amazon.com/answers/configuration-management/aws-infrastructure-configuration-management/
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Please refer following:
https://aws.amazon.com/about-aws/whats-new/2016/04/amazon-inspector-security-vulnerability-assessment-service-now-generally-available/
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please review following:
https://aws.amazon.com/blogs/aws/amazon-guardduty-continuous-security-monitoring-threat-detection/
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 Broadly, the process is defined as under:
1. Pre-incident Preparation
2. Identification of Incident or Security Weakness
3. Security Incident Classification
4. Reporting Information Security Event or Security Weaknesses
5. Management of Information Security Incidents
• Incident Response
• Containment
• Eradication
• Investigation
• Final reporting

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 Third-party
Third-party virtualisation provider AWS
How shared infrastructure is kept separate AWS allows you to run applications and virtual machines (VMs) on shared physical infrastructure. One of the prime economic motivations to running applications in a cloud environment is the ability to distribute the cost of shared resources among multiple customers. This practice of multi-tenancy improves efficiency by multiplexing resources among disparate customers at low costs.

Using Multi AWS Account federation with Microsoft Azure Active Directory customer data and identity information can be isolated from co-mingling. This means that users and administrators of one Azure AD directory cannot accidentally or maliciously access data in another directory.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £200 to £485 per person per day
Discount for educational organisations Yes
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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