Adaptive Web Ltd

Cloud Hosting for Drupal via Amazon Web Services (AWS)

Providing Drupal-optimised hosting environments utilising Amazon Web Services (AWS).

We deliver solid and reliable enterprise-level hosting for businesses and organisations, but without the high-end enterprise level costs normally associated with such rigorously stable hosting environments.

Features

  • Scaleable, robust enterprise-level cloud hosting via AWS
  • Architecture designed specifically for Drupal platforms
  • Elastic usage-based pricing
  • Host your website in multiple AWS data centres globally
  • Caching services and Content Delivery Network (CDN) available
  • Dedicated Infrastructure team specialising in AWS cloud hosting
  • 24/7 Support available

Benefits

  • Flexible and cost-effective enterprise hosting at lower costs
  • Reliability - configured correctly, AWS enables almost zero unexpected downtime
  • Independence - typically hosted in your own AWS account
  • Scalability - add additional resource easily as your platform grows
  • Low Set-Up Costs - compared to traditional hardware-based environments
  • Service-orientated architecture - creating fewer software version issues
  • Eco-friendly - 100% carbon-free power in some regions

Pricing

£399 to £2500 per server per month

  • Education pricing available

Service documents

G-Cloud 9

990039578758555

Adaptive Web Ltd

Dan Frost

0800 321 3187

dan@adaptive.co.uk

Service scope

Service scope
Service constraints As our offering sits on top of the Amazon Web Services infrastructure, our limitations with regards to hardware are only matched by AWS' offering, which itself is quite broad.

Any required maintenance windows are always planned in advance (except for critical issues) and agreed with the client.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Based on our standard SLA, we aim to provide an initial response to critical issue tickets within one hour and standard non-critical requests within one working day. Please see our attached SLA document for full details.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Live chat support services are typically provided over Skype or other conferencing tools such as GoToMeeting.
Web chat accessibility testing N/a
Onsite support Yes, at extra cost
Support levels Cloud hosting support is available in three packages: Basic, Standard and Premium.

The Basic package includes support as per our SLA to ensure that the server remains stable and available and also includes monitoring, backups and basic maintenance.

Our Standard package includes all of the above from the Basic package above plus any on-going AWS configuration such as creation (and subsequent support) of CDN, new instances (EC2, RDS) and AWS-related performance enhancements.

The Premium package covers all of this plus regular proactive reviews of the environment to utilise any new or improved services from AWS as they are released.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our consultants initially work through our 'Discovery' process with you to establish your exact requirements, together with any risks or other factors to be aware of, and will then recommend the most suitable infrastructure options and environment for your needs.

From there, we will work with you to deliver a suitable implementation of the service and provide training and advice as needed.

Training can be in the form of:
- one-to-one training, in person or via web conference
- group training, again in person or via web conference
- informal ad-hoc support as and when required
- documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction In the majority of contracts, we configure and maintain the services within the clients own Amazon Web Services account. This means that, at end of contract, should the client choose to no longer work with us, they retain ownership of the environment and its contents and can therefore simply switch to an alternative support provider whilst continuing to utilise the existing infrastructure.

Should any data extraction be required, this can either be provided on request (typically as zip files either stored securely for download or transferred on physical media) - or we can provide the client with the access/tools required to extract the data directly themselves.
End-of-contract process We typically charge no contract termination fee (subject to sufficient agreed notice being given). As per previous information, we typically configure and maintain the services within the client's own Amazon Web Services account which is retained by the client beyond the end of our support contract at no additional charge.

Should any data extraction or other services be required to support the end of the contract, this will typically be billable at our standard day rate.

Using the service

Using the service
Web browser interface Yes
Using the web interface There are various options around this depending on client requirements. We can grant full, unrestricted access to the Amazon Web Services console if desired, enabling the client to manage the infrastructure as they wish if desired. Similarly, access can be given to the console but only to certain areas/functions, thereby restricting the level of control available to users. A mix of user roles/permissions is available per client if required.

Web interface access can also be provided if required to the Nagios dashboard which provides real time performance reports and uptime monitoring.

Support tickets can also be raised with our team via a web-based Support Ticket application.
Web interface accessibility standard None or don’t know
How the web interface is accessible The only top-level constraints are those from the tools/services being accessed, namely Amazon Web Services and Nagios. Beyond that, permissions and restrictions can be configured and managed as-per client requirements.
Web interface accessibility testing None
API No
Command line interface Yes
Command line interface compatibility Linux or Unix
Using the command line interface This is set and agreed on a client-by-client basis, with varying degrees of access also available to different users within one client organisation. Command line access can be restricted to a basic set of agreed commands or, conversely, can be full superuser/root access as required by the client.

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Each client is typically given their own dedicated environment with no connection to other clients/environments so it is completely standalone.
Usage notifications Yes
Usage reporting
  • API
  • Email
  • SMS

Analytics

Analytics
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

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Amazon Web Services

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
  • Files
  • Databases
  • Virtual machines
  • Any other aspects of AWS' infrastructure/configuration
Backup controls Schedules are agreed per client but are typically automatically scheduled with additional manual backups able to be carried out via the AWS web interface.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
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
  • 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 As we are providing our hosting services via Amazon Web Services, we cannot realistically provide uptime guarantees on behalf of AWS. However, we DO have SLAs around our own support service provision with accompanying refunds for any downtime resulting from our actions (or lack of actions). The nature of the SLA varies depending on the level of engagement we have on a project so is agreed on a client-by-client basis.
Approach to resilience Available on request
Outage reporting We can configure any/all of the following based on client requirements:
- dashboard
- API alert
- email notification

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)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Varies on a case-by-case basis but can include restrictions by IP address and user credentials (including 2-factor authentication)
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)
  • 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 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 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 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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Currently implementing ISO27001 standards
Information security policies and processes Adaptive will ensure the protection of all information assets within the custody of the Business.

High standards of confidentiality, integrity and availability of information will be maintained at all times.

Our full security policy document is available on request and details exactly how this is implemented.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We adhere to PRINCE2 change management standards and configuration change processes.
Vulnerability management type Undisclosed
Vulnerability management approach We subscribe to various security news groups and monitor these for recommendations, which we then apply as soon as possible where applicable.
Protective monitoring type Supplier-defined controls
Protective monitoring approach AWS' Cloudwatch services provide large levels of detail of potential issues/threats to the infrastructure. Additionally, Nagios and Newrelic are also used for performance monitoring to highlight any potential issues such as DDOS attacks.
Incident management type Undisclosed
Incident management approach We have a ticketing system which is used both internally by the team and externally by clients to report any incidents. Tickets are updated with progress reports along with summary reports on closure of the ticket.

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 No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £399 to £2500 per server per month
Discount for educational organisations Yes
Free trial available No

Documents

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