Hydrant

Drupal 8 Platfrom

Drupal 8 installed on our ModelX configurations have an SSL-terminating load balancer at the front end providing high availability SSL termination and load balancing in front of Varnish for high performance caching. Our entry level setup features one application/caching server, one DB server with an optional search server, if required.

Features

  • Managed hosting stack
  • Load balanced multi-server architecture
  • Expert core configuration
  • Automated deployment system
  • Full rolling back-up including off-site
  • Scalable hosting architecture grows with demand
  • Data transfer via database dump or extract to suitable media
  • DNS and Domain Name transfer
  • UK data centres
  • Business Hours Support

Benefits

  • Support guarantees response time of 1 hour during working hours
  • Easily customised data structures
  • Easily customised data listings
  • Easily customised pages
  • New capabilities for displaying data on mobile devices
  • New capabilities for building APIs
  • New capabilities for adapting to multilingual needs
  • Cloud hosting infrastructure capable of scaling for high demand
  • Provides the basis for Drupal development Specialist Consultancy Services
  • Full maintenance of the server stack and rolling backups

Pricing

£187.00 to £670.00 per unit per month

Service documents

G-Cloud 10

979194591836945

Hydrant

James Tillotson

+441228830001

tender@upbeatproductions.com

Service scope

Service scope
Service constraints We are happy to accept commissions and complete a site audit on any Drupal version.
System requirements There are no special technical requirements.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We will respond to support calls during normal working hours Monday – Friday 09:00 until 17:30.
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 No
Support levels Upbeat North operates a 3 tiered support approach provided by a technical account manager: Management – layer 0 1st Line – layer 1 2nd Line – layer 2 The management layer 0, will monitor the service and provide operational and management reporting and control. The management layer will be responsible for client management and SLA reporting. We then operate 2 support layers. Layer 1 will be the first point of contact and receive inbound requests and manage system status, system alerts and knowledge base articles and updates. Where issues, faults, bugs or errors cannot be fixed using layer 1 resource they will be passed onto a layer 2 resources for resolution. All support calls which fail an SLA target are automatically flagged to the management team for review and action. User support plan - Per named admin user - £500 (capped at 5hrs) System Maintenance plans - Reactive Plan - £1,200 (capped at 12hrs) & Proactive Plan - £2,400 (capped at 24hrs)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Full training can be provided onsite or online, but we also provide user manuals, how to guides and an online help for administrators.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word
  • Google Docs
End-of-contract data extraction We will do all we can to ensure a smooth transition should you decide to leave. This includes:
Data transfer – via a database dump / extract to suitable media
DNS and Domain Name transfer
Direct communication with the new supplier if requested
End-of-contract process Included in the platform is Drupal 8 installed on one of our ModelX configurations with an SSL-terminating load balancer at the front end providing high availability SSL termination and load balancing in front of Varnish for high performance caching. Behind this our entry level setup (priced) features one application/caching server, one DB server with the option to add a separate search server as an optional extra (at additional cost) if required.

Included as standard:

Drupal 8 latest release
Managed hosting stack
Load balanced multi-server architecture
UK data centres
Expert core configuration
Business Hours Support
Automated deployment system
Full rolling back-up including off-site

Training provided at an additional cost.

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources We use infrastructure monitoring to identify where bottlenecks are occurring and use this scale appropriately.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics Transaction breakdowns for web request
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
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
  • Encryption of all physical media
  • Other
Other data at rest protection approach No existing protocols, but can comply with whichever standard is required.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Databases
  • Virtual Machines
Backup controls We provide a fully managed backup and restore service with daily, weekly and monthly storage media cycles to allow for 1 year's database retention.
Datacentre setup Single datacentre
Scheduling backups Supplier controls the whole backup schedule
Backup recovery 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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We have various levels of hosting and support with variable SLAs. Details are available upon request.
Approach to resilience Available on request
Outage reporting Any outage reporting will largely depend on the full definition of the service and the requirements of the buyer. Reporting can be configured to various support and SLAs standards as well as to the needs of the buyer. More details are available upon request.

Identity and authentication

Identity and authentication
User authentication Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels Support services are supplied securely through Zendesk.

Maintenance access to client infrastructure is controlled using SSH Key Pair authentication.
Access restriction testing frequency At least every 6 months
Management access authentication Public key authentication (including by TLS client certificate)
Devices users manage the service through 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 Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
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 No
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 No
Security governance approach All of our suppliers are ISO27001 accredited. We're currently working towards the same accreditation.
Information security policies and processes Upbeat North has a clearly defined and robust Information Security Policy and adheres to the processes identified within the policy document. The management of the policy and its processes is undertaken as part of our ISO 9001:2008 accredited management systems, which ensure regular testing, reviews and updating of all internal company policies and processes to ensure that they're fit for purpose and compliant with all relevant requirements and legislation.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We successfully apply a variety of continuous integration techniques to multiple, closely managed environments. Our base approach heavily emphasises automation, traceability and transparency. Traceability allows for the meaningful introduction of automated safeguards throughout the workflow, build and approval process. Our deployment process follows the concept of “promoting" changes through a progressive hierarchy of environments, for example from an “internal acceptance” environment, progressing to “external acceptance” and finally “production”. This means that once changes have passed through the aforementioned testing and verification as part of continuous integration they safely move between environments with a single click and manual approval as necessary.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We take a reactive approach to threats, but employ Uptime Robot and New Relic to give advance notification of threats to our services. We are also actively engaged in the Drupal Community and receive official notifications of service threats and patches. However, we also take a flexible approach and can configure vulnerability management processes to suit the buyer.

Patch deployment timescales.

Highly Critical - Patches deployed within 24 hours
Critical - Patches deployed within 48 hours
Moderate - Patches deployed within 1 week
Less Critical - Patches deployed within 2 weeks
Not Critical - Patches deployed within 1 month
Protective monitoring type Supplier-defined controls
Protective monitoring approach We take a reactive approach to monitoring, but employ Uptime Robot and New Relic to give advance notification of potential threats to our services.

We are also actively engaged in the Drupal Community and receive official notifications of service threats and patches.

However, we also take a flexible approach and can configure protective monitoring processes to suit the buyer.

Patch deployment timescales.
Highly Critical - Response within 24 hours
Critical - Response within 48 hours
Moderate - Response within 1 week
Less Critical - Response within 2 weeks
Not Critical - Response within 1 month
Incident management type Supplier-defined controls
Incident management approach We operate a fully triaged, three level support programme utilising Zendesk, email and telephone support. Tickets are raised when incidents are reported and dealt with according to the following criteria.

Service is completely unavailable and business critical activities are prevented - Within 4 hours
Service is completely unavailable and business critical activities are unaffected - Within 24 hours
Service is partially unavailable and business critical activities are prevented - Within 24 hours
Service is partially unavailable and business critical activities are unaffected - Within 1 week
Service is completely unavailable and business critical activities are unaffected - Within 1 month

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

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 and Rackspace
How shared infrastructure is kept separate Each client, unless specifically requested to go on our shared infrastructure, is hosted on exclusive virtual machines for the client or project.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £187.00 to £670.00 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
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
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