Connect Internet Solutions Ltd

Web Application Managed Hosting with Optional Offsite Disaster Recovery Service

Web Application Managed Hosting Service offers scalable, ISO9001 and ISO27001 supported hosting and management of your web application. Windows, IIS, .NET, Linux, Apache, MySQL, PHP. Fully managed UK based service, Connect’s application hosting offers public and private cloud virtual server or physical server. Offsite, UK based disaster recovery option available.

Features

  • Scalable from single virtual server to multiple clustered physical servers
  • Hosting from entirely UK-based data centres
  • Hosting is ISO9001 and ISO27001 accredited.
  • Connect holds Cyber Essential certification.
  • Shared environment, dedicated server and custom cloud options
  • Optional offsite DR provision offering enhanced Recovery Time Objective
  • Optional rapid response 24/7 on call
  • Linux, Apache, MySQL (Galera/MariaDB), PHP
  • Windows, MSSQL, .NET, IIS
  • Experienced hosting helpdesk with expert support available

Benefits

  • 24/7/265 monitoring systems in place
  • Option to use physical/bare metal for best performance
  • Rapid ramp up with delivery to tight deadlines
  • Provides redundancy with dual internet connections
  • Achieve high availability with dual firewalls
  • Set up multiple servers in high availability cluster
  • Set up multiple SANs in high availability cluster
  • Low Contention: VMs are not over provisioned
  • Robustly monitors and supports systems
  • Hosting systems entirely within the UK

Pricing

£99 per virtual machine per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 6 8 6 9 9 5 2 4 8 4 1 8 2 8

Contact

Connect Internet Solutions Ltd

Janet Symes

+44 (0) 1512824321

gcloud@connectinternetsolutions.com

Service scope

Service constraints
Any routine downtime required for system maintenance is scheduled outside normal office hours. A maximum 1 hour per month window is provisionally allocated for system maintenance, if required. In any month when the maintenance window is to be used, customers are notified at least seven working days in advance.

After initial setup, firewall change requests will be limited to 3 per month, further changes will require support hours to be purchased.

Minimum contract period is six months (shared hosting).
System requirements
Buyer can use own existing licences or we supply licences.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response time:
2 hrs for critical support requests during normal working hours;
4 hrs for non-critical support requests.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Included:
Helpdesk: 9am to 5pm Monday to Friday (excluding bank holidays)
Hosting support: 8am to 6pm Monday to Friday (excluding bank holidays) Tickets can be logged 24/7

Out of hours support response (extra cost - see pricing document): 24/7

Contact details for Service Manager will be supplied.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Support manual is provided. Custom support and training is available.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
When off-boarding, the client can be supplied with an export (image) of the Virtual Machine. Images can be supplied in qcow or raw format. Other formats can be supplied subject to cost (billable at hourly rates). All consumer generated data will be returned during the off-boarding process. Flexible options are available for handing over the export to the client, dependent upon client preferences (Client transfers via SFTP, Connect transfers via SFTP on client’s behalf, physical transfer via appropriate medium/channel).
End-of-contract process
Included:
Single copy of VM in raw format;
Data wipe/disposal

Additional cost:
Liaison with new supplier;
Transfer of data by non-electronic means

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
Systems are monitored continually. Systems are not over-provisioned. Throttling can be applied.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

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

Resellers

Supplier type
Not a reseller

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)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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
  • Files
  • Databases
  • Configuration
  • Logs
Backup controls
Different schedule on request.
Datacentre setup
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups
Supplier controls the whole backup schedule
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
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Other
Other protection within supplier network
Systems are managed using Secure Shell. Where web interfaces are used for management, this is provided over HTTPS/SSL. Management interfaces are separately firewalled from the other networks.

Availability and resilience

Guaranteed availability
Availability – 99.9% In any calendar month in which we have unscheduled down time that causes the service level to drop below agreed performance level, the basic monthly charge is reduced by 10% for every 1% below agreed level, up to a maximum credit in that month of 100%.
Approach to resilience
Available on request.
Outage reporting
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
Management interfaces are available to Connect Internet Solutions Ltd staff only. Roles and responsibilities are defined at project initiation and access to support channel granted to named contacts.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
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 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
15/06/2016
What the ISO/IEC 27001 doesn’t cover
The scope of our ISO27001 certification covers web hosting only.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
ISO27001 accredited:
All new starters undergo security clearances. Security Manager reports to Board. Policies linked to contracts of employment. Internal audits carried out annually. External audits by ISOQAR carried out annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Connect’s change management process ensures that no change is made to the operating environment without the necessary authority and ensures that a log of any changes made is completed. A Request for Change Form is completed when a change is deemed necessary. This is signed by all relevant parties before the change can take place. Areas under change control usually include:
• New hardware installations
• Software changes for the operating system / software
• Network upgrades for any change in hardware, upgrades to equipment, changes in topology/protocols/addresses.

Changes assessed for potential security impact as part of our ISO27001 processes.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We monitor potential threats from a variety of sources including CERT, supplier notifications and industry updates.

Potential threats are assessed by technical team. Critical patches are deployed as soon as possible. Non-critical patches are applied on a weekly basis.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We identify potential compromises using log analysis and host intrusion detection system. Compromised system is isolated, treated, brought back into service. Response is immediate.
Incident management type
Supplier-defined controls
Incident management approach
Processes for incident management are defined within ISO27001. Incidents can be reported by end user, staff or other channel. Incident reports detail whether confidentiality, integrity or availability has been compromised. Incident reports are provided in document format.

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
KVM hypervisor
How shared infrastructure is kept separate
Restriction of root level/administrator access;
Separation of network traffic using VLANs;
Separate firewall zones;
Separate iSCSI luns

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Connect works to reduce energy consumption in its data centre by:
* Using shared monitors to access servers
* Using virtual machines in preference to physical servers
* Keeping servers at optimum temperature for efficiency

Pricing

Price
£99 per virtual machine per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Available for shared hosting only. Limited time period applies.

Service documents

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