BIOS IT

vScaler IaaS (Infrastructure as a Service)

vScaler enables agile sysadmin teams to quickly deploy virtual machines or bare metal servers in a matter of minutes under a single management portal. Our application-specific cloud platform, caters to multiple verticals including HPC, Big Data (Hadoop), Research (AI, Deep Learning), Backup as a Service, Private Networks and Cyber Security.

Features

  • OpenStack powered IaaS platform with full API access and support
  • Deploy VMs or dedicated bare metal servers
  • Fast internal cloud fabric
  • Optional on premise cloud appliance integrated with vScaler IaaS service
  • Centralised Application Repository, install applications networkwide with one command
  • Customisable managed service package - tailored to your requirements
  • vScaler independently owns and operates a low-latency, secure private network
  • Strategic alliances with global communications providers and data centers
  • Automated creation, loading, unloading and removal of cloud servers
  • Specialist team with proven track record in delivering managed services

Benefits

  • Provide a single management portal to control your cloud
  • Frees up IT team to focus on mission critical problems
  • High availability cloud platform
  • Secure access from multiple devices including desktop, mobile and tablet
  • Remove the overhead of setting up and configuring machine instances
  • Customise your managed services package to suit your exact requirements
  • Cost effective

Pricing

£0.03 per unit

Service documents

G-Cloud 9

982510951138415

BIOS IT

Sam Ashdown

0203 178 6467

tenders@bios-it.com

Service scope

Service scope
Service constraints Unless backup services are included in the order as part of Cloud Services, vScaler will not be required to create, maintain or implement backups of any client content and that the client is solely responsible for such backup services.
System requirements If software requires commercial licences, customer is expected provide these

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority1 – within 2 hour. Priority2 – within 1 hours. Priority3 – within 24 hours. Priority4- within 48 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Onsite support
Support levels PRIORITY 1 (CRITICAL)– WITHIN 2 HOURS
Any major failure impacting the following:
• Full Site
• Full Service
• More than one component of a resilient solution

PRIORITY 2 (HIGH) – WITHIN 4 HOURS
•The service is degraded, but remains operational.
•A single device within a resilient solution.

PRIORITY 3 (NORMAL) – WITHIN 2 DAYS
Service is fully operational but the customer requires any of the following:
• Enhancement
• Bugfix
• Modification

PRIORITY 4 (LOW) – AGREED ON A PER CUSTOMER BASIS
This category is for non-production requirements. Customer shall create an incident which is resolved with an agreed SLA.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a community portal where videos and tutorials are provided to assist users with service on-boarding. In addition to this we also provide a full professional on-boarding service where vScaler cloud engineers and account managers will work with end users to setup, con- figure and deploy their cloud based infrastructure. Our service includes:
• A dedicated implementation manager to help the transition of your IT infrastructure into the new site. • A dedicated client service manager working with you on a day-to-day basis.
• Proactive service reporting and account management on a monthly basis.
• Bespoke customer interface providing ‘single pane of glass’ view to site and services.
• Provision of a Customer Welcome pack which details all processes.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Prior to terminating the contract, the customer is able to transfer all their data out of the solution. When the customer terminates their agreement with vScaler, vScaler ensures all of the organisation’s data is deleted.
We provide a number of tools to assist with service off-boarding including but not limited to: • Data migration tools
• Image migration tools
• VM conversion tools
• Secure erase
End-of-contract process When the customer terminates their agreement with vScaler, vScaler ensures all of the organisation’s data is deleted.
We provide a number of tools to assist with service off-boarding including but not limited to: • Data migration tools
• Image migration tools
• VM conversion tools
• Secure erase

Using the service

Using the service
Web browser interface Yes
Using the web interface The web interface provides comprehensive capabilities to our cloud and facilitates the full functionality of our product. vScaler's interface is powered by OpenStack APIs, so any users with existing interfaces or programs that plug in with these APIs will be able to fully utilise our platform.
Web interface accessibility standard None or don’t know
How the web interface is accessible NONE
Web interface accessibility testing NONE
API Yes
What users can and can't do using the API The APIs provides comprehensive capabilities to our cloud and facilitates the full functionality of our product. vScaler's API is powered by OpenStack, so any users with existing interfaces or programs that plug in with these APIs will be able to fully utilise our platform.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
API documentation Yes
API documentation formats HTML
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface The CLI provides comprehensive capabilities to our cloud and facilitates the full functionality of our product. vScaler's CLI is powered by OpenStack APIs, so any users with existing interfaces or programs that plug in with these APIs will be able to fully utilise our platform.

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources We have a tier within our offering that allows users access to dedicated resources without over-commitment. This reduces the impact of any noisy neighbours and guarantees levels of performance.
Usage notifications Yes
Usage reporting Email

Analytics

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

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold VScaler Ltd.

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
  • 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 In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Virtual Machines
  • Files
  • Databases
  • Multiple OS support
Backup controls Backups can be automated or customised depending on user requirements
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

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • 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)
  • Other
Other protection within supplier network VLAN

Availability and resilience

Availability and resilience
Guaranteed availability 99.99%
Approach to resilience Available on request
Outage reporting Public dashboard and API

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Multi-tier privileged access for our different interfaces.
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 Dedicated device over multiple services or networks

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Telstra Global
ISO/IEC 27001 accreditation date 2013
What the ISO/IEC 27001 doesn’t cover "Our datacenters are fully ISO 27001 certified:
10 layers of physical security including biometrics, man traps and 24-hour security. Secure audit trails of all personnel entering the building. 24/7 internal and external intelligent CCTV monitored in a security reception. Manned vehicle entry gate to site. All building areas are secured by an alarm system. Low kinetic risk to site from road, rail or flight path. Crash tested security bollards and discrete anti-vehicle crash barriers at all access points. Three metre high monitored perimeter fence with 4m security fence around delivery areas
Options to incorporate customer bespoke security on racks and in customer private areas. DCIM security options including 24/7 rack CCTV streaming
VESDA and inert gas fire extinguishing system throughout technical areas."
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

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 As per ISO/IEC 27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All upgrades and version changes are tracked via repositories that enable us to roll back in the event of any issues. Any new capabilities or features are tested in a development environment before being rolled out to our live environment.
Vulnerability management type Undisclosed
Vulnerability management approach All of our infrastructure is patched and updated on a regular basis to ensure vulnerabilities are not exposed. In addition to this, images that are provided to customers are always the latest available releases. If customers require older Operating systems or software they have the option to do this but the responsibility lies with them to ensure it is patched appropriately.
Protective monitoring type Undisclosed
Protective monitoring approach We regularly undergo penetration testing on our infrastructure to identify any potential patches or breaches. Any identified incidents are prioritised according to our incident reporting process on a scale of 1-4 and dealt with accordingly.
Incident management type Supplier-defined controls
Incident management approach VScaler uses a strict escalation process that incorporates a flat structure to guarantee issue resolution. Customers are able to submit a support ticket online from their account using a short and simple form that is used to collect the basic information required in order to assist the customer further. This information then becomes the basis of a forum-style thread of dialog between help desk staff and the customer. At any stage, files can be attached either to provide further information for diagnostics purposes, or to provide the customer with any files necessary to resolve the reported problem.

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 KVM hypervisor
How shared infrastructure is kept separate VXLAN and Linux Namespaces

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £0.03 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Free trial service is subject to user application profiling.
Link to free trial http://www.vscaler.com/requestdemo

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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