Hybrid Edge & On-premise Cloud

Service scope

Service constraints: None
System requirements: 1st Line Helpdesk

User support

Email or online ticketing support: Email or online ticketing
Support response times: SLA dependant, between 30mins and 2 hours
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: Commercial Support includes a named Account Manager, monthly Service Review documentation and Quarterly service improvement / strategic planning discussions.

Service reviews provide a transparent way of summarising service performance, billing, change requests, risk register, agreed actions and P1-P3 incidents and details of all SLA reports and helpdesk calls.

Cirro Infrastructure & Platform Support levels:
1. Cirro supports and patches the hypervisor and the VM where agreed, or customer patches their Platforms

2. Access to Cloud Architects and system experts on Time and Material basis or under Agreement

3. Architects help scope & design where needed

4. Support per VM instance as either (Charged per VM):
Optimisation + Application Performance Monitoring + VM Monitoring + Fully managed OS

Monthly or quarter service reviews cover full SLA breakdown, Service Improvement Plans, billing & scheduled maintenance

Customer provided named contact to Support desk

Can incorporate bespoke maintenance patching windows & customer specific Policies (Change Control, Security, Major Incident)
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Full training is provided (online or onsite) to run through all aspects of the service based on an agreed SoW which details the level of support, migration, testing and training required. The main focus is to train system administrators in how to best utilise the platform, how to monitor, report and implement changes and how to invoke back-up or DR. Training is provided by qualified internal Cloud9 personal who themselves are responsible for day to day activities associated to management and administration of Cirro systems. Importantly we also focus on understanding non-technical and procedural changes. We can also sub-contract cultural and business process management re engineering to a specialist 3rd party such as Stable Logic (see price book & service description document). Cirro also provide documentation for training, support purposes, auditing and compliance. Documentation covers the design of the Cirro environment, the security documentation which includes supported protocols and network ports any back-up and retention policies including the portal to manage back-up locations, destinations, retention and restorations.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Word

Excel
End-of-contract data extraction: Cirro offer a managed transition or Exit that covers: 1 - Managed transition to an alternative provider; process detailed in the Agreement and a SoW will be produced to cover all aspects of contract exit, charged on time & material basis. 2 - User or nominated 3rd party, migrates data to new platform, typically using standard software to do so with limited support from Cirro (charged on Time & Material basis) Cirro will then securely remove all user data for the platform in accordance to an Exit Plan. Customers need to ensure they have copies of any data including back-ups and event logs. In some instances it is possible for the customer to buy dedicated Cirro infrastructure or assets at an agreed market rate. Onsite assets (such as VDI zero clients) can be detailed in an assets register for customers to purchase at the end of a service Term. Cirro can (upon request) provide a certification confirming full data removal and system cleaning, which includes the method used and date of completion. Cirro asks that the customer's administrator removes and destroys all customer data within the Cirro environment prior to a full system cleanse.
End-of-contract process: The contract and Sales Order will detail all the pricing elements for the delivery and running of the services as and when the agreement ends. The customer may wish to extend for an additional or shorter term, these commercial terms can be accommodated under G-Cloud10 guidelines / restrictions. Should the customer wish to exit at the end of the contracted term, then the Exit Plan will be invoked. This document looks at an exit plan including migrating services to another provider, to internal platforms or whatever other options have been detailed. This will also include likely costs. At this time a formal SoW will be produced to detail the level of involvement required from Cirro to transition services to another provider. This is charged on a Time & Materials basis, the rates of which are details at the start of the Agreement. A Customer may wish to request the new provider assists with the transition and therefore limiting assistance and costs from Cirro . Cirro will always look to provide professional support and assistance to reduce risk and maintain service during any major transition.

Using the service

Web browser interface: Yes
Using the web interface: This is dependant on the solutions implemented, for Veeam this would be a Veeam UI.

Users can set the service up through the UI or we do this on users behalf as a managed services. The agents are downloaded, pre-configured to the platform and the UI for confirmation.

File or system level restores are available through the portal as well as testing and reporting.

System alerting is available through the portal and on error via email.
Web interface accessibility standard: None or don’t know
How the web interface is accessible: Interface available as Web UI via web broswer or CLI through access controls
Web interface accessibility testing: We use standard Web technologies and security methods to reduce risk, such as HTTPS, SSL and support various access control methods. Vendor specific UI's have been tested and are supported by them.
API: Yes
What users can and can't do using the API: API's provide access to all types and operations, available as REST API, customers can gain better integration into the Cloud Services platform. Operational and performance motioning can provide insight and control, delivering automation and business intelligence. The REST API covers: User Operations User Elements User Types Extension Operations Extension Elements Extension Types Admin Types Admin Elements Admin Operations The requirements for integration can be discussed at an early stage to ensure the right technology is deployed to support the stated outcomes.
API automation tools: Chef

Terraform

Puppet
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
Command line interface: Yes
Command line interface compatibility: Linux or Unix

Windows
Using the command line interface: Windows PowerShell is a command line tool that allows for scripted operations inside the Windows platform. Microsoft builds their applications with PowerShell back-ends that allow full control (which is not often the case with the GUI) of the application and its functions. PowerShell has a unique set of commandlets for each application. There are, as all of you would hope, a set of PowerShell commandlets that can be used to script the operations of Veeam Backup & Replication. At present, there are just over 100 commandlets for Veeam Backup & Replication that range from Add-VBRBackupJob to Sync-VBRBackupRepository and everything in between.

PowerShell can be run locally or remotely and can be run from within the PowerShell command line interface or through other supported tools like System Center Orchestrator.

With PowerShell you could manage replication and automate very complex processes.

A full reference library is available from Veeam.

Scaling

Scaling available: Yes
Scaling type: Automatic

Manual
Independence of resources: Through logical resource segregation and resource allocation to each environment, ensuring consistent performance of all users in each customer environment. This approach ensures no one customer can act as a resource thief against another and that complete independence exists. When customers approach resource limits, auto-scaling can be applied to a predefined upper agreed limit.
Each customer has a designated resource pool which is proactively monitored and managed.
Usage notifications: Yes
Usage reporting: API

Email

Other

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

HTTP request and response status

Memory

Network

Number of active instances

Other
Other metrics: Windows event logs

Resource history (changes)

Application Performance Monitoring

Vulnerability Scan alerts

Network performance

IDS/IPS & Network Security

Error alerts - back-up failures

Risk register against GDPR, ISO 27001, Cyber Security
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Cloud9, Innovate, Veeam

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: 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: In-house
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed

Hardware containing data is completely destroyed
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: Hypervisor, VMware, HyperV, Xen

Baremetal Machines

Virtual Machine instances

Datadases

IOS, MAC OSX, Windows, Android, Linux

Entire Data Centre replication
Backup controls: Each user has a dedicated UI to manage back-up routines, set retention policies and periods and invoke restoration to an existing restoration device; which can be a Cirro server on a pre-allocated vLAN. Many organisations will already be using Veeam Cloud Connected which is fully supported and heavily used by Cirro. Infrascale is also used in some instances. Users have full control over setting schedules for data sets. All data is encrypted locally on the source device, encrypted in transit and at rest at the Cirro destination. Alerts based on failed back-ups can be sent
Datacentre setup: Multiple datacentres with disaster recovery

Multiple datacentres

Single datacentre with multiple copies

Single datacentre
Scheduling backups: Users schedule backups through a web interface
Backup recovery: Users can recover backups themselves, for example through a web interface

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

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

Guaranteed availability: Service range from 99.9% to 99.999% SLA depending on design and requirement.
Cirro associate SLA performance with Material Breach so customers can exit an Agreement due to continued poor performance. Cirro allows customers to go through User Acceptance Testing & Sign-off pre-billing to reduce the risk of performance related issues and minimising commercial risk or exposure; this also ensures customer know how the platform performs. Cirro also looks at the platform performance, not just it's On/Off availability, performance is what users notice and so our focus is on consistent, high performance and service continuity. A significant amount of focus is around the performance of the environment, including platform latency and capacity to ensure user-experience. Cirro also has a Support response time and severity SLA.
Approach to resilience: Resilience has been built at every level of the environment and is tailored to fulfil customer SLA and service requirements. We use multiple providers Data Centre and network providers with a networking layer that ensures full visibility, control and resilience.

Hardware is typically HPE Gen10 blades and 3Par SSD, running HyperV or VMware with support for Citrix environments. The platform has full DC and Hypervisor resiliency with additional snapshots taken for archiving and off-line back-up. Each tenant will then have a specific level of resilience which can range from a single instance up to mirrored over multiple DC’s with Database clustering and network-based load balancers.
Outage reporting: The Major Incident Process for a core outage ensures that all affected customers are notified at pre-allocated touch points, this is normally via email and phone. Each customer has access to the ticketing system which provides continual updated on any incidents and the Support desk pro-active keep customers informed. This process covers:
P1-P2 Core platform and network incidents
P1-P2 Customer specific platform, Service and networking incidents
Platform API’s are available that provide performance information and alerts based on thresholds for both Cloud Core and Customer specific elements.
Should a major incident occur, a Root Cause Analysis is completed and delivered to affected users, this details; Problem, Severity & Impact, Timeline of Events, Root Cause, Category, Corrective Action Taken, Preventative Action Taken and Service Improvement Actions to mitigate future risk.

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)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: All management interfaces are only accessible by named and security vetted individuals via a two factor authenticated session on an IPSEC v2 VPN tunnel. All connections are logged and audited. Multiple failed attempts automatically lock the individual user account with automated notification sent. All passwords are timed and must be unique and can't be recycled. Cirro also support Software Defined Networking (SDN) virtualisation technologies, including Network Virtualization using Generic Routing Encapsulation (NVGRE) and Virtual Extensible LAN (VXLAN). These technologies are designed to supported better connectivity, access and scalability specifically for cloud computing environments.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

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

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: At least 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: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: Data Centre environments are PCI DSS certified

Our Infrastructure Providers have ISO-27001 certification

Data Centre environments are Cyber Essentials certified

Data Centre environments are HIPAA certified

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: We follow ISO 27001 Information Security Management Systems (ISMS) and CSA guidelines as well as best practice for Cyber Security.
Our providers are accredited to the appropriate standards, such as ISO 27001, 9001, PCI DSS, Cyber Security Essentials.
Cirro will be completing ISO 27001 independently
Information security policies and processes: We follow ISO 27001 Information Security Management Systems (ISMS) and CSA guidelines as well as best practice for Cyber Security.
Our providers are accredited to the appropriate standards, such as ISO 27001, 9001, PCI DSS, Cyber Security Essentials.
Cirro will be completing ISO 27001 independently

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: Changes made by the Customer to their Private Cloud environment which they support themselves is done so at the Customers risk. Where Cirro provides Support of the Customers environment, all change requests must be formally submitted and approved by Cirro, they are fully audited and assessed against risk. The request has to include: 1. Reason a. Improving security b. Improving performance or functionality c. Reduce operational overhead or cost 2. Request to be approved by Cirro’s: a. Service Manager b. System Architect c. InfoSecurity 3. Change request must include: a. Expected outcome b. Test plan c. Roll-back plan d. SoW
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: All systems are scanned for vulnerabilities every month. Cirro uses the Common Vulnerability Scoring System (CVSS) for all Common Vulnerabilities and Exposures (CVE) provided by the National Vulnerability Database. Scoring for non-CVE vulnerabilities is provided by UB’s vulnerability scanning tool. A priority is placed on patching or mitigating the vulnerability based on these scores and the logical location of the vulnerability within Cirro's network infrastructure. Remediation occurs within 10 business days for critical vulnerabilities.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Our service management processes are ITIL V3 aligned and have a particular focus on Security Incident Management System and Continuous Service Improvement. Some of the components of this system have been provided below: - Network and Host-based IDS/IPS - Traffic monitoring and intelligent traffic analysis - Packet capture and analysis to enable investigations into alerts - DNS monitoring to detect DNS lookups to known or suspected malware - Botnet monitoring – hunts for and alerts on any type of connection - Web and email threat monitoring - Geographic analysis of all attacks and traffic Automated systems ensure ultimate continual protection.
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: Prevention: The understanding of and application of insight gained from the intelligence Detection: The interpretation of any events of interest occurring to discriminate between legitimate and abnormal events to identify anomalous activity Investigation: The analysis of anomalies to determine whether they are emerging threats that may lead to a security incident Reaction: Our analysts use tailored, predefined and configured Playbooks to efficiently inform their reaction to an identified threat Response: The planning of effective mitigation in response to the cyber-attack, the communication of these plans to all relevant stakeholders, and the collaboration with all relevant parties to carry out mitigation.

Secure development

Approach to secure software development best practice: Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
Who implements virtualisation: Supplier
Virtualisation technologies used: Hyper-V
How shared infrastructure is kept separate: An organisation is the container for a tenant and forms logical boundaries between tenants. Each organisation gets units of resources defined by the Org vDCs it has. The resources that get defined at the Org vDC are compute, storage and network. When a Org vDC is created, a Provider vDC is used to allocate resources to the Org vDC. The Provider vDC maps these resources into different containers, which isolates the units of compute.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Data centres adhere to ISO 50001 Energy Management and 14001 Environment Management (which we also hold)

Fighting climate change: Fighting climate change

Cirro takings its role in tackling climate change seriously, way more than most organisation who see it purely as emissions and co2. Our view on climate change covers:
Ecology - what is the ecological impact of our actions and how can they be minimised
Waste - What do we waste and what bi-products or waste materials do we have and how can this be minimised
Emissions - Where can we reduce our emissions and how can they be offset
Covid-19 recovery: Covid-19 recovery

As a Cloud Services business we are set-up to be fully operational and support working from home. We support the health and wellbeing of our staff and through any illness, physical or mental.

Specifically to our Pandemic Planning, we ensure that key staff don’t meet unless necessary, we promote remove and video interaction and discuss plans as events, information and advice is in the public domain.

We have a policy to allow employees to make their own choice on vaccination and office working.
Tackling economic inequality: Tackling economic inequality

Cirro fully supports any individual's opportunity to work, we employ based on the skillset we need and level of experience as well as cultural fit. Nothing else really matters.

We would expect our customers and supplier to hold similar principles to ours
Wellbeing: Wellbeing

Cirro believe they best way to maximise employee output and loyalty is to be supporting and loyal to them. This is also true in supporting them mentally and personally. As Cirro is an SME all Wellbeing issues are dealt with on a case by case basis

Pricing

Price: £9 to £28 a unit a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: A tailored trial can be arranged in a limited form for a 30-day period. Customer go through User Acceptance Testing to ensure the Cirro solution is fit for purpose. Trials may be limited in functionality and integration. All Terms & Conditions apply to trial users
Link to free trial: https://cirro-solutions.co.uk/contact-us

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Hybrid Edge & On-premise Cloud

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents