Alfresco ECM applications require specialist hosting services to ensure high availability and performance. Our Alfresco Hosting Service is provided on resilient and scalable infrastructure to serve critical digital services and applications. Axis12, an ISO27001 certified company, have been providing hosting services on the cloud since 2005.
- Hosting from a Tier 3 UK based datacentre
- Best for security, ISO 27001 accredited
- PCi DSS compliant, bearing the BSI Kitemark
- Regular, independent testing to ensure security compliance
- Multiple environments, Dev, Test, Staging, Production
- Comprehensive monitoring and reporting
- Intrusion Detection System (IDS) protected
- Choice of multiple UK datacentres
- Amazon hosted option available upon request
- Edge caching and Content Delivery Network (CDN) provided
- Robust and scalable architecture designed for Alfresco ECM
- Seamless integration to Alfresco development workflows
- Alfresco/open-source best practices followed
- Alfresco instances available on demand
- Flexible configuration
- 24/7 support option available
- Disaster Recovery and BCP
- Data centres staffed by security, technical and network staff 24x7x365
£185 per unit per month
- Education pricing available
|Service constraints||Hosting is generally delivered on Linux systems|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Core office (C) hours: 08:30 – 17:30 Monday to Friday on standard UK business days. Non-core hours (NC): All other times Support for Levels 1–5 issues and Support Requests Level 1, within 15mins (C), up to 30min (NC) Level 2, within 2 hours (C & NC) Level 3, within 24 hours (C & NC) Level 4, within 48 hours (C & NC) Level 5, within 48 hours (C & NC) Other Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day. Non-core hours: All other times|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Yes, at an extra cost|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.0 AA or EN 301 549 9: Web|
|Web chat accessibility testing||N/A|
|Onsite support||Yes, at extra cost|
|Support levels||We provide a range of different support ranging from 24/7 x 365 through to Core hours: Office hours (08:30 – 17:30 Monday to Friday on standard UK business days). Costs vary depending on level of service required and staff type. Every client will have a named account manager experienced in diagnosing and directing requests to the correct resource.|
|Support available to third parties||Yes|
Onboarding and offboarding
This first step we take during on-boarding is to create a support project in our back-office support system (Jira). You will need to supply us with a primary contact (through which all change requests will be routed)
plus one or more email addresses for alerts and tickets. Training in how to use Jira for logging tickets will be provided as part of the on-boarding process.
We will confirm your architecture requirements and your servers will then be commissioned and configured.
Provisioning generally takes anywhere from 2-3 hours up to 2-3 days depending on the complexity of your requirements
|End-of-contract data extraction||This can be provided by lodging a support request with the team.|
|End-of-contract process||Off-boarding involves removing all accounts associated with back-office systems involved in your deployment and securely deleting all data held in line with our ISO27001 processes. We can provide an archive of all support tickets if requested. Data held on the servers can be packaged and delivered on request although this may incur a small fee. We will also securely delete all tickets in the Jira project we created for you.|
Using the service
|Web browser interface||No|
|What users can and can't do using the API||Unless explicitly requested the api is for Axis12 staff only|
|API automation tools||
|API documentation formats||
|Command line interface||Yes|
|Command line interface compatibility||
|Using the command line interface||Unless specifically asked command line interface is for Axis12 staff only|
|Independence of resources||Network separation, pinned resources with hosts, strict allocation of resources on underlying hosts|
|Infrastructure or application metrics||Yes|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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 every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
|Backup controls||Users can backup at different times and frequency depending on client need|
|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 protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
99.95% uptime as standard. Higher uptime guarantees on request.
Support for Level 1 issues and planned Support Requests (Levels 2-5) where agreed in advance. An out-of-hours telephone number is provided for The Customer to escalate any Level 1 issues. The Supplier will respond to and action any Level 1 issues in accordance with the response targets.
Hosting and infrastructure issues will be actioned within the resolution targets.
Level 1 issues caused by an application or content change made within non-Core hours will be actioned on a best efforts basis. Outages caused by these issues will be exempt from the uptime measurements and Service Level Credit calculations, and the support services may be chargeable.
|Approach to resilience||Resilience is provided across our Priority 1 systems through load-balanced firewalls and switches,multiple reverse proxy servers with automatic failover capability, multiple high-availability webservers and a scale-out NAS file system.|
Our monitoring systems produce email alerts in near real-time.
A ticket is automatically created in our web based ticketing system called Jira. Client is also telephoned immediately. Investigation commences, and any updates to the Jira ticket (at least one every 15 minutes in the case of an outage) triggering update emails to client.
Month end reporting will show full duration and detail of any outages based on monitoring and Jira statistics.
By tracking all support activity through Jira and giving our client full access we provide you with total transparency over the way an issue is being handled and report on our activities against the service level agreement each month.
Identity and authentication
|Access restrictions in management interfaces and support channels||Two factor authentication, IP White list, VPN|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
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 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||16/09/2013|
|What the ISO/IEC 27001 doesn’t cover||
Axis12 ISMS encompasses all aspects of the organisation’s business and operations in support of discharging their obligations as defined in the Service Agreements with their clients from their London site, with hosting services provided in UK based datacentres and Amazon Cloud Services based in EA. This includes software development, hosting, support and training, the provision of consultancy and all other defined service offerings together with the associated supporting business processes.
Recruitment services are not currently in scope as they are not relevant to our certification.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|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 have been ISO27001 certified (certification no. 598644) for more than three years and work closely with a CLAS certified consultant who ensures our processes meet the high standards of data security.
We are familiar with HMG Security Policy Framework (Cabinet Office, October 2013; www.gov.uk/government/publications/security-policy-framework) and our experience spans design, development and support of a number of IL2-certified systems, and the implementation and support of IL3 systems.
All of our processes and procedures incorporate Physical, Human and Digital security capability to ensure that client data and systems are continuously secure against threats to Confidentiality, Integrity and Availability.
All of our employees undergo security screening and CRB checks, and are provided with solid training to ensure that the needs of our clients are managed and the aspirations of our workforce remain high.
We can guarantee security by only providing certain levels of access (e.g. server-level access) to suitably qualified and trained Axis12 staff covered by our ISO27001 certificate.
|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||
Change Control Steps:
1. Documenting the Change Request through Axis12 Change Control system.
2. Formal assessment of change looking at risks, benefits and security impact of making the change evaluated by the Change Approver.
3. The team responsible for the change creates a detailed plan for its design and implementation.
4. The implementation team designs a program for the software change and tests it. If successful a release date is requested.
5. The team implements the program and stakeholders review the change.
6. Final assessment involves requestor and change approver confirming the implementation success/failure and Change Request is closed/reopened.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
We are constantly monitoring the various major alert/information channels for threats to our system. Each threat is classified Critical, High, Low with expected implementation times as follow.
- 'Critical’ patches should be deployed within hours
- 'High’ patches should be deployed within 2 weeks of a patch becoming available
- ‘Low’ patches deployed within 8 weeks of a patch becoming available
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
We have a range of automated and manual approaches to protective monitoring that are constantly being reviewed as new threats are identified within the industry. We work closely with our hosting partners and other industry experts. The exact process is available on request.
Incident responses are reviewed and classified in our ‘Security Incident (System)’ and assigned to the appropriate Service Level to the incident with the appropriate level of technical resources to resolve the issue.
|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||
1. Issue identifed
2. Service desk reported by phone or email
3. Tickets created in our ticketing system.
4. For Severity 1 issues, an action plan is formulated as soon as the call is logged and regular conference calls scheduled until the issue is fixed.
5. Diagnosis begins according to our SLA
6. Ticket updated regularly, triggering an automated email to the client.
7. When issue has been resolved, the system is updated as completed and all interested parties automatically alerted via email. This means that tickets can never be closed without the person who logged the ticket being aware.
|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||KVM hypervisor|
|How shared infrastructure is kept separate||Separate virtual machine, locking down connections by ip whitelist. [more here]|
|Price||£185 per unit per month|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|