JADU CREATIVE LIMITED

Cloud Hosting and Platform Management for Jadu Central & HUBis

Hosting and Platform management for Jadu Central & HUBis services provides a dedicated and secure virtualised cloud hosting environment that includes platform management, specifically designed around the requirements of Jadu software and services, including disaster recovery, high availability and resilience hosting options and other hosting add-ons such as capacity increases.

Features

• Secure platform management by dedicated team of Jadu Operations experts
• Regular security patching of hosted platform stack
• Automated backup storage and retention management
• Web Application Firewall, Antivirus Scanning & DDOS mitigation as standard
• Internal and third party Service availability monitoring 24/7/365
• Optional Enhanced DDOS protection enablement
• Optional Disaster Recovery service hosted in geographically separate region
• High Availability / Performance architecture hosting options
• Optional temporary/permanent hosting capacity increases
• Optional Jadu Central Data refresh service

Benefits

• Platform supported by a dedicated team of Jadu experts 24/7/365
• Out of hours support included for P1 emergencies
• Security patches automatically applied by Jadu engineers in timely manner
• Backup storage and retention handled automatically on your behalf
• Multiple levels of protection and intrusion detection securing the platform
• Server load, CPU and Disk usage monitored and regularly assessed
• Infrastructure options optimised for your Jadu platform needs
• Disaster recovery option provides piece of mind for business continuity
• One-stop helpdesk for application hosting and software support

£210 to £2,678 an instance a month

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@jadu.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

112975574645298

Contact

David Eaton
0116 222 7241
sales@jadu.co.uk

Service scope

• Service constraints: Service is designed for Jadu software perpetual licence holders looking for Jadu to host the platform on their behalf. All Jadu software subscriptions containing Jadu Central within Lot 2 include Lot 1 hosting as standard.
• System requirements: Standalone Service designed for Jadu software perpetual licence holders only

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response and resolution times depend on the nature and severity of the issue reported. Our first response to tickets typically ranges from under 1 hour and within 3 hours, depending on the nature and priority. On-call engineers monitor for service availability / P1 style issues 24/7/365. Our wider service levels for the response and resolution of issues are contained within our Service Support SLA document.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Online support web chat is provided using our own Jadu Connect platform. The Connect user interface is regularly tested with NVDA and JAWs as part of our ongoing commitment to accessibility standards within all of our software user interfaces.
• Onsite support: Yes, at extra cost
• Support levels: We provide a level of support which is built into the monthly subscription cost. This provides an online help desk and ticketing system available 24/7 with telephone support during business hours (8am-6pm, Monday to Friday, except English Bank Holidays). On-call engineers will respond to critical availability issues outside of standard business operating hours. Our support SLA is included in the terms of service document. Our help desk is staffed with dedicated support engineers, with Operations engineers and other technical experts becoming involved to resolve support issues as necessary. Every customer has a dedicated Customer Support Analyst. An enhanced level of support (including out of hours deployments and some professional services) is available for an additional monthly premium. See lot 3 for further details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We perform all necessary setup tasks for the hosting environment. No training is required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: HTML / Online training videos where relevant
• End-of-contract data extraction: Jadu's Hosting and Platform Management is designed specifically for hosting an instance of Jadu Central. Tools are provided to export forms and form data from within the application. Any other data not accessible via the export tools provided in the application can be exported via manual database export.
• End-of-contract process: Jadu's Hosting and Platform Management is designed primarily for hosting an instance of Jadu Central. A service plan can be canceled at any time. When you do this, your Jadu Central environment becomes unavailable and all public-facing content/actions are taken offline – no further usage or subscription charges will apply. You will have access to your Jadu environment for export purposes only, for a further 30 days, following which all content and data will be deleted permanently. Should Jadu professional services be required to assist with data migration, an exit plan of processes and costs will be agreed between the customer and Jadu.

Using the service

• Web browser interface: Yes
• Using the web interface: There is a web interface for our support ticketing system. All members of the customer’s team with support access can collaborate on tickets, add timeline messages / information / files and see messages from their colleagues as well as Jadu’s support team members in a centralised view, as well as adjust the status of any tickets such as raising new cases, closing cases etc.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: Our support ticketing system uses our own Jadu Connect product. Web interfaces are developed using Jadu's Pulsar user interface framework.; The Connect user interface is regularly tested with NVDA and JAWs as part of our ongoing commitment to accessibility standards within all of our software user interfaces. We have also received feedback from active screen reader users which has been incorporated and actioned.; Further accessibility checks are performed using tools like AXE DevTools, WAVE Web Accessibility Evaluation Tool and PEAT Photosensitive Epilepsy Analysis Tool.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We have designed our hosting service with resiliency and scalability in mind. All Jadu Central and HUBis hosting is single-tenant within isolated accounts; The platform is very flexible and can accommodate increases in user demand by introducing new compute and storage capacity as required.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Such topics would be raised within any Customer Success / Account Management review meetings.

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: No
• 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: Other
• Other data at rest protection approach: Jadu's Hosting and Platform Management is designed primarily for hosting an instance of Jadu Central. The hosting infrastructure and any associated storage / backups upon which the platform is implemented are encrypted. Sensitive data is also encrypted by the Platform as it is written to the database: ; - Any data submitted by a member of the public, including their personal details, form submissions, form attachments uploaded ; - The personal details of internal users of the system ; - IP addresses ; - API access credentials; Any passwords are stored as hashes created using adaptive, one-way password hashing
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Yes
• What’s backed up:
  • Filesystem including Jadu software application files and associated content assets
  • Database including user-generated content, citizen submitted data and application configuration
• Backup controls: Backups are undertaken automatically as part of the standard hosting service in line with our standard terms of service. Alternative arrangements / schedules can be discussed as necessary.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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
  • Other
• Other protection within supplier network: Data exchange within various internal networks may use a combination of IPSec VPNs, SSH, TLS or Encrypted RDP protocols.; Data at rest is stored encrypted.

Availability and resilience

• Guaranteed availability: We guarantee 99.9% availability. Our SLA is contained within our terms of service.
• Approach to resilience: The network is resilient. Application resilience is dependent upon the options chosen by the customer, our PLATINUM hosting option incorporates a specific High Availability (HA) option for those requiring additional resilience. Further information is available on request.
• Outage reporting: We use a set of internal (Nagios) and external (Pingdom) monitoring solutions which both notify our teams of any outages using a selection of dashboards, email alerts, Slack notifications and SMS messages.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Two factor authentication is available as an option alongside user name and password as standard. ; ; The solution also allows organizations to seamlessly integrate their existing enterprise login and authentication solution with the front end powered by the Jadu platform through the use of SAML.
• Access restrictions in management interfaces and support channels: Support issues can be raised and tracked via our Support Portal, access to which is via email address and password.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Authentication depends on implementation. Options include: SAML, Native username and password, with optional 2FA.
• 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)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: 07/11/2016
• What the ISO/IEC 27001 doesn’t cover: Platform management and support are covered by our ISO 27001 accreditation. Hosting is covered by our infrastructure suppliers' ISO 27001 accreditation and our own Cyber Essentials certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 9001:2015; Cyber Essentials
• Information security policies and processes: Jadu has a Security Council, within which sits Jadu's VP of Engineering and SVP Legal & Commercial who are both executive directors and responsible parties on relevant matters of security to their own areas.; Jadu’s security governance framework has been designed in accordance with ISO 27001. Full details are broken down and contained in Jadu’s ISO 27001 Operating Manual and Information Security Policy, both available by request. ; Jadu staff will follow the processes as detailed in our "Incident Management Policy" and "Incident Management Procedure" documents for any security incidents. The security council will review any such incidents and conformances at their quarterly review meeting.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Initial service configuration is committed to repositories. Commits to repositories undergo peer review. Any future configuration changes are first tested on DEV systems from where they are deployed to UAT and finally after customer approval to LIVE.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Continuous scanning of all Jadu managed infrastructure is in place via AWS Security Hub and AWS Control Tower. AWS Security Hub cloud security posture management (CSPM) service performs security best practice checks, aggregates alerts, and enables automated remediation. Control Tower monitors that all accounts align with established, company-wide compliance policies.; Jadu's operations team are subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. ; Monthly patching cycles operate for hosted customer infrastructure, staggered by one week to allow testing prior to application to PROD. Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours to all hosting infrastructure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Internal and external monitoring systems monitor server health in real time. ; A web application firewall protects from various web attacks. ; Infrastructure is constantly monitored by an IDS solution provided by AlertLogic. ; Suspicious activities are analysed by AlertLogic engineers. If malicious the offending IP will get a default 24h shun.; Continuous scanning of all managed infrastructure is in place via AWS Security Hub and AWS Control Tower. ; Jadu's operations team are subscribed to Common Vulnerabilities and Exposures (CVE) reports via www.cve.org. ; Critical / zero-day vulnerabilities will receive expedited rollout usually within 24-48 hours, in addition to monthly patching.
• Incident management type: Supplier-defined controls
• Incident management approach: Jadu processes are detailed in our Incident Management Policy and Procedure documents.; Incidents may be reported via portal, telephone, or raised by our service desk on customers’ behalf. Jadu will analyse the incident, gathering information (from log files, investigations etc). Senior management are notified and the incident is escalated according to defined procedures. Timelines are captured of discussions, investigations, and actions.; Incident reports are compiled and shared with the customer with further actions and any long term resolutions possible to prevent recurrence. All incidents are reviewed by our security council quarterly. This process is subject to external audit via ISO27001.

Secure development

• 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: Other
• Other virtualisation technology used: AWS EC2 instances (KVM based)
• How shared infrastructure is kept separate: Each customer's stack components are dedicated to their server only. Data stored in each customer's database is stored on the local VM’s disk. Together, these provide stack and file system level data separation.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Jadu's commitment to fighting climate change is deeply embedded in our operations and service offerings. Our strategy encompasses several key areas:; ; Digital Transformation and Reduction of Carbon Footprint. Jadu facilitates digital access to council services, lessening the need for physical infrastructure and paper-based processes to reduce carbon footprint.; ; Remote Work and Operational Efficiency. Since becoming fully remote Jadu has dramatically downscaled physical office spaces and embraced digital workflows. This supports our carbon reduction goals by eliminating daily commutes and reducing energy consumption in offices, demonstrating our commitment to innovative and sustainable work practices.; ; Cloud-Based Solutions and Renewable Energy. Our cloud-based services, powered by AWS, are aligned with high carbon neutral targets. AWS's commitment to using renewable energy in its data centres is a critical factor in our decision to partner with them. This collaboration supports our aim to minimise the carbon footprint of our digital infrastructure and contribute to the broader goal of achieving net-zero carbon emissions by 2040.; ; Community Engagement and Social Value. Beyond internal efforts, Jadu actively contributes to social value by empowering local governments with tools to engage communities sustainably. Our platform supports the delivery of inclusive, accessible digital services, reducing the need for physical interactions and contributing to a lower carbon footprint.; ; Sustainable Development and Partnerships. Jadu's engagement with local and international talent, ethical procurement, and support for sustainable transport options underscore our holistic approach to sustainability. By prioritising ethical and environmentally conscious choices in our operations and supply chain, we reinforce our commitment to contributing positively to tackling climate change.; ; Jadu's approach is multifaceted, integrating digital innovation, partnerships, operational efficiency, renewable energy use, and community-focused initiatives. Our commitment is not only to provide market-leading digital platform technology but also to ensure that we promote a sustainable, accessible, and environmentally responsible future.

  Covid-19 recovery

  Jadu has launched a number of strategies to support communities through the pandemic and Covid-19 recovery. We launched the Jadu Library shortly before the first national lockdown. Jadu Library is an open source repository for sharing of forms, case type workflows and other assets to enable the sharing and rapid delivery of digital services. This prompted a significant increase in community generated content and engagement during Covid as Business Grant processes; track and Trace; and Recycling Bookings were developed and shared among the Community, removing the need for every Jadu customer to create their own version of the process. Birmingham City Council deployed all COVID-19 response services leveraging their Jadu Digital Service Platform and many of these forms and workflows were then donated to the Jadu Library. Equally, the council leveraged assets made available by other authorities to accelerate their delivery of local services during the pandemic. The Jadu Library now has hundreds of Forms, Workflows and Service Patterns available for any Local Authority using Jadu to freely download and use. We also introduced a bereavement policy design to support any employees who may have suffered a bereavement (for any reason) as well as a suite of mental health support packages to support employees with professional care. Based on feedback from a number of UK based employees, we opened a scaled down collaborative workspace where employees can go to work in a covid safe environment.; ; In the post COVID period, Jadu is focused on developing and enhancing our management consulting services to offer our government customers strategy, ideation and innovation services only previously accessible to them via expensive consulting firms. In the current critical financial crisis facing local government, for example, we see that as a fundamental post covid recovery measure aimed at supporting our customers.

  Tackling economic inequality

  Jadu creates more equitable access to services and opportunities to reduce economic disparities through:; ; Enhancing Accessibility and Inclusion through accessible web experiences. Accessibility is critical in preventing digital exclusion, which exacerbates economic inequalities. By making digital assets shareable among local authorities, we facilitate the efficient use of resources to deliver inclusive services.; ; Supporting Affordable Housing and Homelessness with digital tools. In Stoke City Council for example, Jadu was leveraged to share council properties available for affordable purchase, demonstrating how digital tools can contribute to economic equality.; ; Fostering Thriving Communities with Jadu software. Jadu Galaxies enable the creation of multiple independent CMS systems from one installation, facilitating the rapid deployment of accessible and inclusive websites for community projects, supporting economic development at a local level. We are also exploring how Jadu can support Councils with the Special Education Needs process using AI and Machine Learning, supporting innovation in an area that impacts many people, often facing challenging financial difficulty. ; ; Encouraging Local Employment and Talent Development. Jadu seeks diverse talent locally and internationally. We offer internships and career opportunities to young graduates, and can fast-track job applications from regions experiencing economic or political hardship as part of our commitment to fostering employment and supporting economic equality. Jadu’s flexible working policy enables employees to work around commitments to life, family, health and wellbeing. Jadu also actively recruits from areas where there are local challenges. Following the invasion of Ukraine Jadu facilitated employment of Ukrainian refugees as well as Ukrainians in and around the Ukraine.; ; Donations and Charitable Work. Jadu donates high-end laptop computers and other equipment to schools and charities, supporting access to technology. ; ; Local Spending and Supporting Communities. When possible Jadu supports local suppliers and engages in community-focused activities, nurturing local economies by contributing to their resilience and growth.

  Equal opportunity

  Equal opportunity; Jadu is an equal opportunities employer. We have built and maintained an open and accepting, diverse culture that accepts people regardless of disability, sexuality, gender, or ethnicity - or of their abilities, skills, ideas or personal choices. With a strong belief in values (our values are well documented https://www.jadu.net/culture ) we seek to create a fair and equal place to work, and prioritise employee happiness over profit. We’ve based our values and directives on the delivery of public services and all the profit Jadu makes is immediately re-invested into strengthening our community of Local Government users. This approach has kept Jadu an independently owned business committed to delivering outstanding technology for Local Authorities to engage with citizens and other stakeholders. We employ team members all over the world and ensure all our team have equal opportunities as well as compensation and benefits. Jadu is also a world leader in creating inclusive, accessible web experiences. Many Jadu design websites have reached WCAG AA compliance and in some cases, WCAG AAA and many have also won awards for accessibility. Not only are the websites we deliver world class when it comes to accessibility, our software itself is designed to be accessible across a broad range of disabilities. Our belief is that all web technology should be accessible to the highest standard for public use by citizens of all abilities and for internal use by staff of all abilities. Built using responsive web design techniques and best practice in accessibility, the platform fully supports our customers' aims for an inclusive economy. In particular, easy low cost delivery of inclusive, accessible websites and content for community projects, growth initiatives and commercial projects that generate wealth within the economy.

  Wellbeing

  Jadu's commitment to employee wellbeing incorporates comprehensive support through flexible working policies, and emphasising the significance of mental and physical health. This extends to robust policies for adoption, antenatal, and parental leave, and a clear dedication to work-life balance. We have a holistic approach to employee welfare and social value with a strong stance on equality, diversity, and inclusion. We invest in workforce development and guarantee a living wage. The wellbeing of our team is paramount for individual satisfaction, and to inspire excellence and innovation in serving our communities and partners.; ; Jadu is filled with dedicated, passionate people who want to inspire and be inspired. As an employer it's our responsibility to maintain that ethos by providing care and support as well as understanding and listening with empathy. We work hard to maintain a culture which fosters positive mental health, work-life balance and a respectful environment. We provide unlimited professional mental health support as well as private healthcare. Our pioneering bereavement policy enables employees to take substantial paid sabbaticals from work to help rebuild, with phased return to work plans. Managers are provided a bereavement framework to ensure they are well equipped to support any team members experiencing life-changing bereavement. ; ; These policies reflect investment in Jadu's greatest asset - our team. We recognise all team members as individuals who thrive when resources and support are tailored to our own unique needs. When our people feel good, they can do their best work and live their best life. We work hard to influence customers and partners through building relationships and clear communication, promoting the benefits of taking a generous and empathetic approach to leadership. We encourage giving and charitable work and our efforts aim to include all employees as well as customers and partners.

Pricing

• Price: £210 to £2,678 an instance a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@jadu.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.