telent Technology Services Ltd

Telent Cloud Services - IaaS and Managed OS (PaaS)

Telent’s IaaS service uses the latest technology from VMware, Juniper and HPE as the basis of a compute and storage infrastructure platform, which provides secure, scalable, and highly available (up to 99.999%) services. Connectivity options include all PSN and public connectivity types including IPSEC VPN and private WAN.

Features

• Highly secure Tier 3 datacentres
• VMware and HPE Synergy IaaS solution
• UK data sovereignty and all support UK based
• PSN compliant platform
• 24x7x365 Fully managed support
• Full performance management suite
• Secure authentication
• High throughput Content Delivery Network ready infrastructure
• High speed compute
• Object Storage support

Benefits

• Suitable for Official Sensitive environments
• Seamless fail over through Active-Active platform architecture
• High service availability
• GDPR ready with fully encrypted data
• Receive pre-sales design support
• Managed migration options
• Ability to have customised sizing and pricing
• Self-management with vCloud Director portal and AP

£42.88 to £259.95 a virtual machine a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 salessupport@telent.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

114485244222139

Contact

Sales
01926693000
salessupport@telent.com

Service scope

• Service constraints: Telent Cloud Services is a fully UK only service. Escorted access only on request. For secure locked down version we don't offer email.
• System requirements:
  • Windows and Linux templates available
  • Customers provide connectivity
  • Data security over chosen connectivity is customer's responsibility

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response SLA's vary depending upon severity of the ticket. We aim to respond between 15 mins and 2 hours. Depending upon security classifications we may guide customer to use our tickieting portal.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Telent's standard support includes 24x7 access to our Service Desk, Customer Service Managers and our support engineers. Core working hours for fault resolution are 09:00 - 17:00 every weekday with Priority 1 (Critical) faults addressed 24x7x365.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We make it easy to on board your services through Telent’s ITIL aligned and ISO20000 accredited transition process. We utilise Customer Readiness Checklists and Acceptance Criteria to ensure a smooth on boarding takes place. Telent’s operational support teams are also briefed to enable Knowledge Transfer about your service. Once successfully on boarded, Telent’s 24/7/365 operational support and management will be active.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Powerpoint (.ppt)
  • Microsoft Project Plan (.mpp)
• End-of-contract data extraction: Users are able to extract their data themselves at the end of the contract. We are also offer optional services to extract data on their behalf.
• End-of-contract process: We make it easy should you wish to off board services from Telent. Utilising the same principles and processes as on boarding, we ensure that you have everything you need prior to the service ending.

Using the service

• Web browser interface: Yes
• Using the web interface: Create & Manage Virtual Machines, Virtual Networks, Virtual Network Devices and Virtual Security Devices. View current and historic performance metrics.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: A VPAT assessment assessment has been carried out on vCloud Director. More details are available on request.
• Web interface accessibility testing: None
• API: Yes
• What users can and can't do using the API: VMware vCloud Director provides a full RESTful API to provide self-service virtual machine provisioning.
• 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 VCD-CLI allows users to manage their virtual datacentres and its contents i.e. catalogs, networks, users, roles, and virtual machines.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Constant monitoring and continual capacity reviews, no overbooking and quality of service measures are applied to ensure that users cannot impact on other users service.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is encrypted using FIPS140-v2 cryptography standards
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Virtual Machines
  • VApps
  • Volumes
• Backup controls: Managed Backup as a Service (BaaS) is available as an additionally chargeable add-on to the users IaaS service. The backup service is Telent managed. ; Backup schedules (Telent standard or customer defined) are created , and restores are performed by Telent in consultation with the user.; The customer can request ad-hoc backups, changes to the backup schedule and restores with a support ticket, initiated via an email or telephone call to the Telent service desk.
• Datacentre setup: Multiple datacentres with disaster recovery
• 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:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Other
• Other protection between networks: Via private networks such as leased lines or MPLS and via public networks such as PSN
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Data within the network is segregated between user networks by vxlan, protected by distributed firewall and encrypted with MACSEC over links between datacentres. We also offer VM Encryption.

Availability and resilience

• Guaranteed availability: Availability up to 99.999%. Please refer to our Service Definition document for full details of our SLA.
• Approach to resilience: This information can be provided on request.
• Outage reporting: Portal, email and telephone

Identity and authentication

• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Users login via https TLS secured web portal, authentication is 2-factor against a username & password combination and a token issued via mobile phone app, text message or phonecall.
• 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: 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 have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• 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: BSI
• ISO/IEC 27001 accreditation date: 23/05/2018
• What the ISO/IEC 27001 doesn’t cover: All personnel are covered by the certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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
• Information security policies and processes: We have a Full time Security Officer and appropriate policies are promulgated throughout the business supported by our CEO.

Operational security

• 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: Telent have well established change and configuration management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 standards. Our change management team ensure all activities are covered by Request For Change records and our weekly Change Advisory Board is attended by both technical and service managers. Collectively, this ensures that all configuration and change activities are delivered with no impact to systems and services.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The Vulnerability Intelligence Process (VIP) is an integral part of the Baseline Security Policy which contains the technical guidelines for the secure development, release and sustaining of the company’s products. ; ; 1) Product planning and design: Threat and risk analysis to determine the essential security requirements.; 2) Product development and test: Penetration tests to discover implementation vulnerabilities and to verify the hardening of the default system configuration.; 3) Installation and start of operation: Hardening guides to support the configuration of the systems.; 4) Operation and maintenance: Proactive Vulnerability Management to identify, analyze and resolve vulnerabilities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The following sources are monitored for security vulnerabilities: ; ; 1) Vulnerabilities that become known to the public through various sources, especially through software vendor advisories, CERT and governmental organizations, and professional vulnerability information service providers. ; 2) Results of internal security assessments.; 3) Vulnerabilities reported by external security researchers/customers.
• 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: Telent have well established incident and major incident management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 and ISO27001 standards. Incidents are managed by our 24x7 Service Desk, utilising a central ticketing ITSM system to capture and store incident information. Our processes ensure all incidents are comprehensively progressed from opening through to resolution, regardless of how the incident is generated. Incidents may be generated by Telent support engineers, customers or via our automated monitoring system.

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: VMware
• How shared infrastructure is kept separate: Organisations are provided with their own virtual datacentre where the VMware hypervisor ensures separation between tenant storage and compute workloads. Each organisation's network traffic is encapsulated in vxlan when data is in-flight to provide virtual private networking separation.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Telent partners with Equinix who have been granted ‘Corporate Participant’ status in the European Commission’s voluntary Code of Conduct for data center energy efficiency and environmental management.; ; The company, which operates 30 data centers across Europe, submitted data and best practice responses for seven of its International Business Exchange™ (IBX®) data centers including the UK, demonstrating compliance.

Social Value

• Equal opportunity:

  Equal opportunity

  Telent promotes a culture of diversity and ensures equality of opportunity by building respect, dignity and appreciation, valuing everyone as an individual and creating an environment where individuals can realise their potential. Equality, Diversity and Inclusion (EDI) are core elements of Telent’s brand as reflected in Telent’s behaviour framework and employees have a responsibility to demonstrate behaviours that support these principles. ; ; EDI Policy & Code of Practice; ; Our Equality Diversity and Inclusion (D&I) Policy sets out Telent’s EDI objectives in respect of employees, suppliers and contractors reflecting current legislation and covering protected characteristics including race, gender, disability, age, faith and sexual orientation.; Our EDI Code of Practice sets out implementation of the policy in all aspects of employment, particularly recruitment, as well as business operations.; ; Local Opportunities; ; Telent is committed to adding measurable value to the communities we operate in. We have a strong track record of making positive contributions to improving the economic, social and environmental wellbeing of local communities. We have already set sustainability objectives and targets which closely reflect those of our customers. We will monitor and measure our performance through meaningful KPI’s, regularly reviewing progress against our objectives.

Pricing

• Price: £42.88 to £259.95 a virtual machine a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 salessupport@telent.com. Tell them what format you need. It will help if you say what assistive technology you use.