CWCS Managed Hosting

Public Cloud Hosting

Our Public Cloud is built with speed, security, control and uptime in mind. We offer self-managed to fully managed solutions depending on your technical ability. We are ISO 27001:2013 accredited and privately own our Data Centres. Our support team are available 24/7 to ensure you have the best hosting experience.

Features

  • Supreme UK Based 24/7 In-House Support
  • Solid State (SSD) Storage
  • Scaleable resources on demand
  • VM control panel integrated into our customer portal
  • Secure Shell (SSH)/Remote Desktop and console access
  • Hourly billing available
  • We can install and support Windows and Linux operating systems
  • We can install and support Plesk and cPanel/WHM control panels
  • 100% Network Uptime Guarantees
  • Automatic Provisioning

Benefits

  • Experienced Technical Support Engineers are UK based and available 24/7
  • SSD Storage is used to give you super fast performance
  • Scale your resources on demand when required
  • SSH/RDP direct server access gives you ultimate server control
  • The ability to reboot/reinstall the server if required
  • Our highly trained engineers support both Windows and Linux distributions
  • Control Panels are user-friendly interfaces to help manage your hosting
  • Relax, knowing that our network will be up 100%
  • With automatic provisioning your server will be online in seconds
  • Flexible billing options to suit your project needs

Pricing

£14.45 to £396.40 per virtual machine per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

979769237723717

CWCS Managed Hosting

Karl Mendez

0800 1 777 000

sales@cwcs.co.uk

Service scope

Service scope
Service constraints Planned maintenance may impact connectivity to the cloud but will be done outside of core hours and be kept to a minimum. Where possible we will provide notice of maintenance at least 5 days in advance.
System requirements No specific system requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We have support response times of 15, 45 or 90 minutes depending on SLA chosen.
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 Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible No information available.
Web chat accessibility testing No testing done.
Onsite support No
Support levels Standard Support (free) response SLA: 90 minutes 24x7 (ticket, telephone and live chat). Includes hosting control panel support (Plesk/cPanel) and basic server monitoring.

Gold Support (£75/month) response SLA: 45 minutes 24x7 (ticket, telephone and live chat). Includes 30 minutes system admin time per month, 175 GB managed backups with 7 day retention, managed OS updates and quarterly security scans.

Platinum Support (£154/month) response SLA: 15 minutes 24x7 (ticket, telephone and live chat). Includes 120 minutes of system admin time per month, 350 GB managed backups with 14 day retention, managed OS updates, monthly security scans, and assigned technical account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide documentation and online training videos in our customer support portal and technical support.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Via download / external backup prior to end of contract.
End-of-contract process The service is provided up to the end date of the contract. Contract extensions, data transfer or anything else required after end date would be at additional cost.

Using the service

Using the service
Web browser interface Yes
Using the web interface Service portal offers users the ability to create, start/stop and destroy VMs, modify resource scaling and access the VM console.
Web interface accessibility standard None or don’t know
How the web interface is accessible Unknown.
Web interface accessibility testing Not tested.
API No
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface Users can access the local console via our Service Portal.

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Platform does not allow users to over-commit on compute resources or capacity. Capacity is actively monitored and managed by our system administrators and additional nodes are added to the cluster when resource usage hits predefined thresholds.
Usage notifications No

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 No
Datacentre security standards Supplier-defined controls
Penetration testing frequency Never
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
Backup and recovery Yes
What’s backed up
  • Files (block level)
  • Virtual machines
  • Databases
Backup controls A control panel is available to manage backups, however they are routinely managed by our system administrators.
Datacentre setup Multiple datacentres
Scheduling backups Supplier controls the whole backup schedule
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.99%, assured by contractual commitment. Refunds are processed by requests in writing to our billing department.
Approach to resilience Redundant hardware at each level, including multiple switches for network redundancy and multiple virtual host servers for compute and storage redundancy.
Outage reporting Outages are reported on our status website. Customers can subscribe to email alerts though this system.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Cloud administrative interface is not accessible by customers. Customers have access to virtual machine management interface only, via password protected module.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

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 No audit information available
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Socotec Certification International
ISO/IEC 27001 accreditation date 12/12/2017
What the ISO/IEC 27001 doesn’t cover Our entire organisation is within scope for the certificate.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Ultime Risk Management Ltd
PCI DSS accreditation date 11/10/2017
What the PCI DSS doesn’t cover Requirements 1-8, 9.1.2, 9.1.3, 9.5-9.9, 10-11, 12.3.9, 12.3.10, 12.8 and 12.10.5
Other security certifications No

Security governance

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 Our ISMS is based on an information risk management strategy to identify and treat risks that could impact the CIA of information 'assets', selecting appropriate controls from ISO27001:2013 Annex A or other sources. These include an information security policy, access control, HR security, asset management, physical security, operations security and change management, supplier relationships and incident and business continuity management.

Internal audits are performed to a planned schedule which takes into account any areas of high risk. 2nd party audits may be used on an ad-hoc basis and 3rd party audits are performed annually as part of the certification body's monitoring process.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We operate a formal change management process to ensure that unplanned/uncontrolled changes have no impact on production systems. Changes must include an impact/risk assessment and anything carrying an element of risk must be approved by an appropriate member of the management team.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Information on vulnerabilities is obtained via the platform supplier and underlying operating system supplier. Both avenues are checked daily and patches applied immediately. If required, reboots are performed in a timely manner during maintenance hours.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Systems are used to monitor access and authentication to each part of the system. When alerted to a compromise, the offending service is immediately disabled until the cause has been identified and a resolution has been put in place.
Incident management type Supplier-defined controls
Incident management approach We have standardise processes for handling incident, these include handling spam/UBE, abuse complaints, DDoS attacks, compromised/rooted servers and system outages.

Users can report incidents to support via standard support avenues.

Incidents are investigated and RCA/RFO reports are provided on request.

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 Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate Virtual machines are kept isolated from each other and the host system within their own KVM virtualisation process.

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £14.45 to £396.40 per virtual machine per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Free trials include a fully working system which is available for a time limited period which will be agreed by the account manager and end user.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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