Software AG (UK) Limited

Software AG Cloud Hosting & Operations

Software AG products are built on state-of-the-art technology, supporting public, private and hybrid cloud scenarios. Our Cloud Hosting & Operations offering enables existing customers to migrate their deployments into the cloud and have a single point of contact for product and hosting. Cloud hosting is via an arrangement with AWS.


  • Ability for BYO Software AG licences and deploy to Cloud
  • Platform supported by the experts in Technology and Hosting.
  • Rapid deployment for onsite to Cloud
  • Rapide transition for onsite to Cloud
  • Single point of contact for all needs.


  • Immediate deployment enables faster time-to-value.
  • Hardware and maintenance costs are eliminated, reducing TCO
  • Scale these products based on demand.
  • One help desk for hosting and Software AG products
  • Single ponit of contact for all needs.


£10000 per instance per month

Service documents

G-Cloud 9


Software AG (UK) Limited

Colm Roberts

01332 611000

Service scope

Service scope
Service constraints Other service providers may be available throughout the duration of GC9 term - currently service provision is through Amazon AWS
System requirements
  • Only applicable to existing Software AG customers
  • AWS is preferred hosting platform.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support response times
For Critical Priority situations, clients can register online via Software AG’s Empower site and expect a target response time of 1 hour. High Priority situations have a Target Response Time of 2 hours. Medium Priority situations have a Target Response Time of 24 hours. Low Priority situations have a Target Response Time of 48 hours. For more detailed information, please visit the response times are detailed in the SLA. Please note that where a client selects a Managed Service option, SLA’s and response times are configured in accordance with their 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 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels With standard support offerings, Software AG provides 4 Support levels termed as Critical Priority, High Priority, Medium Priority and Low Priority - all of which have target response times derailed in the SLA. Standard Support comes with the product for a standard fee. For more tailored support, clients can selects a Managed Service option whereby the SLA’s and response times are configured in accordance with their requests. This service can include aspects such as Technical Account Manager, Capacity Management and any other service the client might want to add. The fee for the managed service is determined by the service required.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Standard Training and Full documentation provided - Training and documentation and video's can also be tailored/ created to meet specific customer requirements. Train the trainer is also available upon request.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Open standard exporting of Data can be provided at Contract end using tooling capability.
End-of-contract process At end of contract - customer typically decide to continue with the service. Alternatively they can choose to export the data for example to another Service Provider. Software Ag is happy to assist with this process

Using the service

Using the service
Web browser interface Yes
Using the web interface Full Access to all functionality via browser interface. Please refer to product information for any specific Browser limitations
Web interface accessibility standard None or don’t know
How the web interface is accessible N/a
Web interface accessibility testing N/a
What users can and can't do using the API WebMethods Integration Cloud is an integration Platform-as-a-Service (iPaaS) that connects cloud-based and on-premises applications, and empowers business users without creating new silos of integration logic and assets. Key features: • Service Orchestration: Create sophisticated integrations with Integration Cloud’s graphical user interface. With its drag-and-drop pallet you can quickly create multi-step orchestration flows without coding. • Application management: Out-of-the-box connectivity to SaaS applications, such as Salesforce®, ServiceNow and StrikeIron™. • Responsive browser-based UI for citizen developers: Responsive browser-based user interface for citizen developers supports guided development using wizards to help create integrations. Since the interface is built using standards-based HTML5, it is also accessible from tablets and mobile devices. • Mapping, transformation and enrichment: Drag-and-drop transformation and mapping so you can call operations that provide transformation and enrichment within your integrations. • On-premises connectivity: If you use webMethods on-premises, you can connect your webMethods Integration Server to Integration Cloud to create cloud-to-on-premises integrations. Connectivity between on-premises Integration Server and Integration Cloud is very secure because the connection is initiated from the on-premises Integration Server to Integration Cloud, removing the need to open up firewall ports in the on-premises side.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface See documentation


Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Scoping and on-boarding processes define the optimum specification for the customers requirements. The required amount of computer capacity is assigned to the customer. software AG technology is fully equipped to leverage via AWS scalable hosting
Usage notifications Yes
Usage reporting
  • API
  • Email
  • SMS
  • Other


Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up Mirror of production environment
Backup controls Environments are typically clustered
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • 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

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.99, assured by contractual commitment
Approach to resilience Software AG’s cloud services provide 99.95% infrastructure availability (over AWS) and 99.5% availability for the solution itself.
Outage reporting Software AG’s Cloud Trust Centre website provides web-based access to • Live data on our cloud system availability • Current and historical information on system performance

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 Authentication is required and is implemented access cloud accounts and account activities are logged using AWS Cloud Trail services. In addition, The cloud product permits the configuration of a connection to customer's Single Sign On Services through an Identity Federation Capability via SAML2. In addition, the AWS Identity and Access Management (IAM) service provides identity federation to the AWS Management Console. Multi-factor authentication is an optional feature that a customer can utilize. A certification based authentication is not required.
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 on a government network (for example PSN)
  • 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 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 have access to real-time 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 AWS
ISO/IEC 27001 accreditation date See AWS Policy
What the ISO/IEC 27001 doesn’t cover See AWS Policy
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations Compliant with customers private cloud secuity arrangements

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Security testing and policies (SOC) Type II, independent third-party auditor certification AICPA Trust Services Implement and maintain a standards based ISMS Comply with (IaaS) provider, Amazon Web Services security policy Cloud Security Alliance (CSA) CSA Consensus Assessment Initiative Questionnaire (CAIQ) Security testing type Penetration testing IT Health Checks Risk analysis Other

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 Behind the scenes, Software AG’s Cloud Service Operations team manages our cloud offerings so the customer doesn't have to. The standard included services are: • Regular upgrades to latest software versions (following product release cycle) • Seamless patching during maintenance windows to minimize vulnerabilities or bug impact • Performance monitoring • Service continuity and recovery procedures for high up-time
Vulnerability management type Supplier-defined controls
Vulnerability management approach Software AG’s Cloud Service Operations team carries out Seamless patching during maintenance windows to minimize vulnerabilities or bug impact
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our auditor’s SOC 2 Type II report certifies the operational effectiveness of our systems that keep your sensitive data secure. This provides a high level of transparency into our controls that mitigate operational and compliance risks. Because it requires an attestation by an independent and objective CPA who bears professional liability for his or her opinion, the SOC 2 is more stringent and credible than other types of reporting on information security controls
Incident management type Undisclosed
Incident management approach Conform to ISO and ITL standards
All Cloud Products are covered by Software AG's Standard Support Agreement. Support issues should be raised through Software AG’s customer service portal, Empower, which is available 24x7. Three levels of support are available, with standard support offering 24x7 access to the support portal, 9 to 5 telephone support for standard and critical incidents and 24x7 support service for crisis incidents.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

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 As per hosting Partner Standard (AWS)
How shared infrastructure is kept separate As per hosting Partner Standard (AWS)

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £10000 per instance per month
Discount for educational organisations No
Free trial available No


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