iomart Group Plc

Managed Azure by iomart

iomart directly manages the complete Microsoft experience with a range of services, including Office 365 and the Azure Cloud suite of solutions, either as stand-alone solutions or as part of a bespoke solution incorporating our other products and services. Collaborative and Bespoke specifications to suit your managed Azure environment.

Features

  • Exceptional Managed Support for Azure Services
  • Highly Available Infrastructure
  • Hybrid Ready Solutions
  • Constructed with Security and Data Protection at the Forefront
  • Scalability with Over 100 Data Centres
  • Priced at Azure Standard Price List
  • Monitoring Service
  • Compute & Storage Support
  • Database Management & Administration Support

Benefits

  • 24/7 First Line Managed Support from a UK based team
  • Expert Azure Cloud architects and engineers
  • Maximise any Existing Azure Usage
  • Simplified Single Supplier Billing
  • Dedicated Account Management
  • Pay for what you use

Pricing

£500 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

9 7 2 5 0 7 8 1 8 3 9 2 8 2 9

Contact

iomart Group Plc

Ian Marlow

01419316400

tenders@iomart.com

Service scope

Service constraints
None
System requirements
  • Windows OS
  • Mac OS
  • Linux OS

User support

Email or online ticketing support
Email or online ticketing
Support response times
Iomart support teams are available 24/7 to respond to alerts, take calls, make decisions and act to ensure that your services are operating effectively every second of the day. The support desk is accredited to ISO20000-2011 and ISO27001-2013 standards and brings together 250 technical operations staff employed to cover everything with a guaranteed qualified engineering response within 15 minutes of notice dependent on the severity of the incident.
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
No
Support levels
Our support teams are available 24/7 to respond to alerts, take calls, make decisions and act to ensure that your services are operating effectively every second of the day. The support desk is accredited to ISO20000-2011 and ISO27001-2013 standards and brings together 250 technical operations staff employed to cover everything with a guaranteed qualified engineering response within 15 minutes of notice. As part of our on-going commitment to service excellence iomart will assign a dedicated Account Manager (Service Delivery Manager) and Technical Manager to the client. Our approach to Account Management has been developed to provide a value added service to our customers. The Account Manager’s main role is to understand the core objectives of our clients’ businesses and ensure the services we are providing continually support the achievement of their goals.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Iomart provide a full on boarding service with supported online training supporting user documentation.
Service documentation
No
End-of-contract data extraction
Data can be extracted through multiple means as defined by the client. Storage explorer Code based apps Export VM images This can incur additional costs as "data out" is chargeable
End-of-contract process
Iomart will immediately stop providing the Service

Payments due or payable by you under this Agreement will become due and payable immediately, including any unpaid Charges due for the remainder of the Initial Term or any Renewal Term (except where the Agreement has ended for iomart's material breach

Within 30 days after this Agreement ends, each of us will return all Confidential Information of the other in its possession at the time this Agreement ends and will not make or keep any copies of that Confidential Information except as required to comply with any applicable legal or accounting record keeping requirement.

Additional costs driven by Microsoft are applicable.

Using the service

Web browser interface
Yes
Using the web interface
Iomart deliver service desk facilities primarily via the iomart customer control panel. iomart provides customers with a web-based Control Panel, which provides a broad view of information and services surrounding their solution which allows authorised users to create and manage cloud services as well as raise, track and report on support tickets.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
The web interface is compatible with standard Windows accessibility options
Web interface accessibility testing
No testing has been completed with assistive technology users.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
  • Automatic
  • Manual
Independence of resources
Iomart Managed Azure Cloud is a highly available and easily scalable with high capacity for large numbers of users
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Number of active instances
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

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

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
No
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
Another external penetration testing organisation
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
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Files
  • Folders
  • Volumes
  • VM's
  • Applications
  • Workloads
  • Locally attached disk
Backup controls
Users can manage all backups through the Azure portal
Datacentre setup
Multiple datacentres with disaster recovery
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 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
NA
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
NA

Availability and resilience

Guaranteed availability
https://azure.microsoft.com/en-gb/support/legal/sla/
Approach to resilience
Delivering services at huge scale requires a radically different approach to designing, building, deploying and operating datacenters. When software applications are built as distributed systems, every aspect of the physical environment — from the server design to the building itself — creates an opportunity to drive systems integration for greater reliability, scalability, efficiency and sustainability
Outage reporting
Email alerts

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals. Remote management access is authenticated and directly associated to authorised individuals rather than group accounts All managed systems monitored and access logged and tracked for auditing purposes
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
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
ISOQAR
ISO/IEC 27001 accreditation date
18/12/2008
What the ISO/IEC 27001 doesn’t cover
As detailed within the SOA
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
The iomart Group adheres to the Security Classification Definitions as described in the Government Security Classifications Policy (GSCP). This is outlined and defined in section 5.3 of the iomart Quality Manual and forms part of iomarts overall integrated management system, which consists of UKAS / APMG / NCSC accredited systems. Notably; ISO 27001:2013 Information Security Management; ISO 20000-1:2011 IT Service Management; ISO 9001:2015 Quality Management; ISO 14001:2015 Environmental Management and NCSC compliance for iomarts Cloudsure service. All are regularly audited for compliance by an accredited certifying body. These standards require iomart to have robust controls in place to manage data, documents and records. Showing that iomart has appropriate and measured controls in place to manage OFFICIAL information that if lost, stolen or published in the media could have more damaging consequences (for individuals, an organisation or government generally). All iomart Data Centres and have been independently assessed on a number of occasions by local authorities and UK Government Departments, Senior Information Risk Owner’s (SIRO) as suitable for holding and processing their sensitive information to OFFICIAL level.

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
Our change management processes are in line with ISO27001 control A.12.2
We have a controlled mechanism for making changes to the operational environment in place.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Iomart vulnerability management process is aligned with ISO27001:2013 control A12.6.1 which addresses 3 key areas:
• Timely identification of vulnerabilities
• Assessment of or exposure to a vulnerability
• Defined measures to address the risk
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Iomart Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details:
• Event Logging
• Protection of log information
• Admin & operator logs
• Clock synchronisation
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
Iomart incident management process is aligned with ISO27001:2013 control A.16.1 which details:
• The full incident management procedure
• Responsibilities & procedures
• Assessment of and decision on security events
• Response process
• Evidence collection
• Learning from incidents

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
Hyper-V
How shared infrastructure is kept separate
Microsoft cloud services, including Office 365, were designed with the assumption that all tenants are potentially hostile to all other tenants. Thus, multiple forms of protection have been implemented throughout Office 365 to prevent customers from compromising Office 365 services or applications, or gaining unauthorized access to the information of other tenants or the Office 365 system itself.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
The iomart EnMS combines best practices in project management, energy monitoring, and energy awareness along with an energy policy that governs our approach towards energy use and performance. EnMS records and reports on energy usage and Power Usage Effectiveness (PUE) for our data centre estate in the UK as well as how iomart is reducing energy consumption and improving energy efficiency as a Group.

Monitored by the Environment Agency (EA) and the Scottish Environment Protection Agency (SEPA), iomart use our EnMS with Schneider Electric to analyse energy efficiency across our multiple UK data centres. We do this to ensure we meet our moral obligations and regulatory requirements under the Climate Change Agreement (CCA) and in accordance with the (ESOS) Energy Savings Opportunity Scheme.

Pricing

Price
£500 per unit per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Yes
Provision up to 14 virtual machines, 40 SQL databases or 8 TB of storage for a month Build web, mobile and API apps that use Redis Cache, Search or Content Delivery Network Harness big data with Machine Learning, Streaming Analytics and Hadoop
Link to free trial
https://azure.microsoft.com/en-gb/free/

Service documents

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