Scalable, resilient, secure and fully redundant. Public, Hybrid and Private clouds are built on VMware VSphere in a high availability configuration across a network of data centres. Self-managed or fully managed, supported 24x7, organisations have flexible on-demand access to compute resources.
- Platform architected from industry leading hardware and software components
- Guaranteed 100% availability on all infrastructure (power, cooling and network)
- On Demand VMs and storage
- High availability
- Guaranteed Service Level Agreement
- Delivered from UK Data Centres
- Storage is persistent
- Each CloudSure server provisioned with 1 useable external IP address
- Managed contention/resource
- Simple, flexible billing model
- Cloud platform architecture delivers greater resiliency
- Flexibility to create private or hybrid cloud configurations
- Automatic failover protection to another hardware node
- Better overall performance than an equivalent physical server
- Access to much more underlying processing power
- Increase resources as and when the need dictates
- No single point of failure
- Multiple connection opportunities - internet, PSN & N3
£45 per server per month
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Initial contact - In-hours – 5 minutes. Out-of-hours – 15 minutes.
Response Time - In-hours – 5 minutes. Then ongoing regular communication.
Target Resolution Time - In-hours – 60 minutes. Out-of-hours – 120 minutes.
Initial contact – 10 minutes.
Response Time - In-hours – 10 minutes. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 7 hours. Out-of-hours – N/A.
Initial contact – 1 hour.
Response Time - In-hours – 7 hours. Out-of-hours – N/A. Then ongoing regular communication.
Target Resolution Time - In-hours – 35 hours. Out-of-hours – N/A.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
In-hours support @ £1800 pm for 20 hours (additional hours charged at £90 ph). Any unused hours can be rolled over to the next month within reason.
In-hours support covers:
• Website and application fault resolution
• Small BAU changes
• Maintenance of peripheral services
• URL monitoring
• New technology monitoring
• Support meetings
Priority 1 example faults: failure of all website pages or major failure or degradation of a primary service affecting multiple end-users or customer’s staff
Priority 2 example faults: failure or degradation of a secondary service affecting multiple end users or customer’s staff or an incident causing medium business impact to the customer
Priority 3 example faults: incident that is specific to an individual user or has no external impact on the operation of the website, incident that can be managed interim with work around and/or unlikely to escalate to Severity 1, 2
In-hours support availability Mon-Fri 8am-6pm
Out-of-hours support @ £1200 pm (only available on top of in-hours support)
Out-of-hours availability covers all other hours including UK bank holidays for emergency P1 issues only.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Iomart provide a full onboarding service with supported online training and supporting user documentation.|
|End-of-contract data extraction||Data can be extracted through multiple means as defined by the client.|
The position after the Agreement ends:
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.
Using the service
|Web browser interface||Yes|
|Using the web interface||Iomart delivers service desk facilities primarily via the 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||N/A|
|Command line interface||No|
|Independence of resources||
Iomart provision the Managed Cloud service from our highly available data centre infrastructure.
Each Iomart Data Centre is fully powered, secure, resilient and newly equipped to handle the demands of future computing trends such as high density computing, virtualisation, energy conservation, distributed storage and multi site disaster recovery. Offering a total of 7,000 m² of advanced Data Centre technology in 8 major UK cities, we are not hindered by lack of space, legacy operating systems or practices.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Iomart CloudSure|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||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||
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||
|Backup controls||The Iomart managed service provides full support for backups|
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Users contact the support team to schedule backups|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||Mechanisms are in place to restrict unauthorized internal and external access to data with access to data appropriately segregated. Firewalls configured not to permit traffic from a source IP or Media Access Control (MAC) address other than its own Data in transit protection for iomart services are subject to audit at least annually under ISO 27001 and PCI-DSS certification requirements.|
Availability and resilience
Iomart will ensure 100% uptime for Cloud Hosting Platform services as monitored by iomart systems, in line with industry best practice.
Only a Cloud Hosting Platform activated by a Customer at the time of a failure will be covered by this SLA. Should a Cloud Hosting Platform fall below the 100% uptime, Iomartwill work with the Customer and use all commercially reasonable endeavours to recover the Cloud Hosting Platform and any associated data.
|Approach to resilience||
Regular testing and maintenance of infrastructure and the N+1 policy applied to data centres provides the basis of continuity controls. This is enhanced by the provision of multiple communication routes and the replication of the network infrastructure across our hosting sites.
Iomart data centres are also located outside flight paths, flood plains, have no seismic threat, and are a minimum of 3km outside sites who could pose a potential accident or hazardous threat (as governed by HSE).
Therefore, in the event of any given location being lost, the primary impact to Iomart would be on office facilities, but with 6 UK Offices and 10 UK Data Centres providing hosting services and support, this impact is limited and mitigated with standing arrangements to relocate staff to the nearest site.
|Outage reporting||Email alerts|
Identity and authentication
|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||
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|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|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.|
|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 Controlled mechanism for making changes to the operational environment are in place.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Our 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||
Our 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
|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||
Our 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
|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||VMware|
|How shared infrastructure is kept separate||
Each tenant’s servers are segregated into their own VLAN Iomart consult with clients to determine if servers need configured to further split server farms over separate security zones.
This ensures that uncontrolled network communications do not occur through adjacent architectural tiers Storage presentation is segregated through the use of fibre-channel zoning, prohibiting any host from accessing unauthorised storage areas.
|Description of energy efficient datacentres||Microsoft is committed to driving innovation that helps people and organizations improve the environment. We achieved carbon neutrality in 2014 and have met our goal of averaging 1.125 power usage effectiveness (PUE) for any new datacenter—exceeding the industry average by more than 30 percent.|
|Price||£45 per server per month|
|Discount for educational organisations||No|
|Free trial available||No|