TERMINALFOUR

Terminalfour - PXL CDN - Content Delivery Network with media & image optimisation copy copy

Terminalfour PXL is a Content Delivery Network that not only speeds up the delivery of your websites but also reduces the download size of your media assets. The impact of this is that your website can load two to three times faster offering an excellent user experience to users overseas.

Features

• Content Delivery Network
• Firewall
• DDOS attack prevention
• Faster website delivery
• Image & media optimisation
• CMS independant
• Device detection

Benefits

• Faster website delivery
• Optimisation of content to mobile devices
• Security & DDOS monitoring
• Up to 99.999% uptime
• Auto scaling
• Managed service 24/7/365
• Device dependant Image & media optimisation

£457 a terabyte 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 tenders@terminalfour.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

207238007647982

Contact

Piero Tintori
01753 542 234
tenders@terminalfour.com

Service scope

• Service constraints: Based on bandwidth consumed by website visitors. For example, our standard package includes 1Tb of data transfer per month.
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Issues are categorized by priority. We pride ourselves on responding quickly. On average, our clients will receive a response to a ticket within 22 minutes and within 3 minutes for a Priority 1 issue (issues that have left the system non-functional or essentially unusable).
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Support levels include:; 24/7 Monitoring (cloud hosted clients - included as standard); Application Support (office hours included as standard); Onsite Support & Consultancy (based on daily rates); Account Management (included as standard)
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The product can be used out-of-the-box with documentation or we can provide a full setup engagement based on what you are looking to achieve. Training is also provided onsite or remotely.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: There is no need to extract data as the CDN is just caching data in your control.
• End-of-contract process: 30 Days after notice of termination the CDN service will be closed down and any cached data will be deleted.

Using the service

• Web browser interface: No
• API: No
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: Command line (remote access or SSH) is available by request only and is subject to the signing of a document confirming what activities are permissible to avoid invalidating your SLA.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Auto scaling is optional and dependent on the service selected.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Our client support team can notify you if you require these alerts, or alternatively, your client relationship manager

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: No

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Contractual commitment is 99.9% up-time although our average experienced uptime over the past 2 years is > 99.999%.
• Approach to resilience: Available upon request.
• Outage reporting: Email and alerts through our service desk product. Live access to uptime Cloudwatch API.

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: Comprehensive user rights and roles are configured to ensure that users can only access the settings allowed. Every activity is also tracked and logged.
• 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: 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)

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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 20 Oct 2015 (first accredited)
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 11/11/2016
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Amazon Web Services Advanced Parter (Higher Education Competency)
  • ISO 9001:2015 Quality Management System

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: ISO 27001 Information Security and data protection brings supreme importance to data for organisations globally. Business who are accredited to this standard are safeguarding both their client and company data against potential threats. By integrating a robust information security management system(ISMS), Terminalfour is ensuring that the quality, safety, service and product reliability of your organization has been safeguarded to the highest level. All Terminalfour employees are required to report anything that has the potential to be a risk to our ISMS manager via our ticketing system. It is his responsibility to action, investigate and where required mitigate the risk. Terminalfour has 30 policies spanning all aspects of our activities including patch management, customer data protection, encryption, supplier relationships and physical access controls. As an ISO 27001 accredited organisation we must ensure and provide evidence that we have the correct policies in place and that they are followed. To ensure our compliance we conduct internal audits across all policies, have regular ISMS updates as part of our quarterly update sessions and a monthly ISMS update email is sent to all employees.

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: All server and application changes are version controlled and managed through a change management process. Our change management process is controlled through our ISO 27001 processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Terminalfour has a dedicated Incident Response process to respond to and document security incidents. The process enables Terminalfour to react quickly to security events and help protect customer data and network uptime. Incident Discovery: Terminalfour proactively monitors various security incident reporting channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting: Any/suspected security weaknesses in systems/services are required to be noted. Once the incident or security event is noted management ensure a quick, effective, and orderly response. Security breaches are treated as a number one priority and actioned immediately inline with our ISO 27001 processes.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Terminalfour has a dedicated ISO 27001 Policy to respond to/document any potential compromises. The process enables Terminalfour to react quickly to compromising situations. Our support center monitors both server health and security, 24/7. Incident Discovery: Terminalfour proactively monitors Security Information and Event Monitoring channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting: Security weaknesses in systems or services are required to be noted. Once the incident/security event is noted management ensure a quick, effective, and orderly response. Incidents are treated as a number one priority and actioned immediately inline with our ISO 27001 processes.
• 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: Terminalfour's client support department has pre-defined processes in place to cover every aspect of their role under ISO 9001 and ISO 27001. Clients can report incidents to Terminalfour though our client support channels. The incident is then actioned, investigated or escalated as required. Incident reports depend on the type of incident, for example if users are reporting a general incident or a security incident. Terminalfour has ISO 9001 and ISO 27001 processes in place to ensure all reported incidents and incident reports are handled quickly and efficiently.

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: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: AWS is committed to running our business in the most environmentally friendly way possible. In addition to the environmental benefits inherently associated with running applications in the cloud, AWS has a long-term commitment to achieve 100% renewable energy usage for our global infrastructure footprint. We’ve made a lot of progress on this commitment. In January 2018, AWS achieved 50% renewable energy usage. ; ; To date, we have announced nine new renewable energy projects (three wind farms and six solar farms), and these projects will deliver a total of 2 million MWh of energy annually onto the electric grid powering AWS data centers located in the AWS US East (Ohio) and AWS US East (N. Virginia) Regions. The electricity produced from these projects is enough to power the equivalent of over 190,000 U.S. homes annually, which is approximately the size of the city of Atlanta, Georgia.; More information is available on the AWS and Sustainability page. ; ; AWS introduced its first carbon-neutral region in 2011. Today, AWS offers customers five AWS Regions that are carbon-neutral:; ; • US West (Oregon); • AWS GovCloud (US-West); • EU (Frankfurt); • EU (Ireland); • Canada (Central)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  As an organisation, our impact on the environment is minimal. We have no waste product or physical materials to source as part of our service offering, and we only consider the disposal of waste and waste materials from an IT perspective; if equipment/waste packaging is required, we dispose of waste in an ethically, environmentally sustainable, and socially responsible manner. Electrical goods recycling is adhered to at all times. We ensure that all project documentation can be shared through various paperless mediums. We are ISO 27001 and ISO 9001 accredited. ISO standards enable businesses to plan their future growth by meeting consumer expectations. They enable transparency about products and best practices for limiting their impacts. ISO standards all directly address economic, environmental, and societal dimensions. These standards also provide practical tools for organisations like Terminalfour, as we continuously contribute to the United Nations Sustainable Development Goals (SDGs). Additionally, Terminalfour's cloud environment is located across the Amazon Web Services (AWS) data enterprise-grade centres. Terminalfour is an AWS Advanced Certified Technology Partner with a Higher Education Competency Certification—the only company among our competitors with this certification. Amazon has set aggressive targets to reach carbon net-zero by 2040, with several significant milestones along the way. As of 2022, 92% of its energy comes from renewable sources. With the AWS Customer Carbon Footprint Tool, Terminalfour can accurately calculate the carbon generated on behalf of our customers by AWS. Terminalfour is now seeing a 92% saving on carbon emissions over the equivalent on-premise hosting of our customers' workloads. This improvement has been due to Amazon's achievement of 100% renewable energy usage in Terminalfour's five main data centres in Europe and North America.

  Covid-19 recovery

  As a responsible business, committed to customer satisfaction and employee wellbeing, we’ve been monitoring and planning since the COVID-19 novel coronavirus was first reported. The impact of the pandemic hasn’t slowed down our hiring process; we’ve created opportunities, re-trained staff, and offered return-to-work opportunities to many. Our recruitment strategy and forecast confirm our teams will continue to grow in the coming years. We have a robust wellness and employee assistance program (EAP) in place to help staff members and communities recover from the impacts of COVID-19. We have been standing by our team members who have been affected by the pandemic and are ensuring they receive wellness and financial support. When the COVID-19 was first reported, we swiftly moved to a remote working model to ensure social distancing and adherence to all government guidelines and restrictions. Now all our staff have the ability to work from home remotely. Our HR, Office Management and IT teams are continuing to support all staff working from home. We are constantly checking in with all members to see if they require any general home office supplies or have ergonomic requirements. As an ISO-27001 and ISO-9001 certified organisation, Terminalfour maintains business continuity and disaster recovery plans. In addition to this planning, various weather-related events over the past few years have allowed us to implement, learn from and improve these plans in real-world scenarios like COVID-19. We reassure all of our clients that their environments continue to be hosted on the most secure and resilient infrastructure possible. This infrastructure is completely independent of our offices. Terminalfour staff can securely access and maintain these environments from any location when required. The procedures required to ensure this security and resilience have been tested and refined over many years, and clients can be assured of their effectiveness.

  Tackling economic inequality

  At Terminalfour, we're deeply committed to fostering industry growth and creating abundant opportunities for all. Through a combination of internal advancement opportunities and ongoing training initiatives, we ensure that our team is equipped with the skills needed for success. Our commitment to fairness extends to our compensation practices, which include annual salary reviews and benchmarking in collaboration with IBEC. As an equal opportunities employer, we actively encourage individuals from underrepresented groups to apply for roles within our organisation. We provide specialised support and training programs to ensure that everyone has an equal chance of succeeding. Diversity is not just a goal for us, but a necessity for our success. Our recruitment practices are merit-based and inclusive, ensuring that all candidates are evaluated objectively based on their abilities. Wherever possible, all vacancies will be advertised simultaneously internally and externally. Steps will be taken to ensure that knowledge of vacancies reaches underrepresented groups internally and externally. Wherever possible, vacancies will be notified to job centres, careers offices, schools, colleges, polytechnics, etc., with significant minority group roles, as well as to minority press/media and organisations. All vacancy advertisements will include an appropriate short statement on equal opportunity.

  Equal opportunity

  We are committed to creating an environment that promotes equality at work and treating all employees, customers and business contacts equally regardless of gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the travelling community. Terminalfour values equality and diversity, recognising their benefits for both our organisation and individuals. We celebrate each employee's unique backgrounds, capabilities, and experiences, reflecting the diversity of our customers and markets. Our goal is to leverage this diversity to maximise innovation and competitiveness while ensuring compliance with legislation. We foster a supportive environment where all employees can thrive, regardless of differences in experience or education, promoting creativity and individual growth. We will formulate and implement policies and practices that value diversity, provide equality of opportunity, and ensure that no job applicant, employee, customer or business associate receives less favourable treatment on any of the nine aforementioned grounds. We will also ensure that other policies and practices reflect our commitment to treating people fairly, promoting an integrated way of working and respect the dignity of employees at all times. Managers are expected to promote an integrated workplace and proactively eliminate any potential inequities that may counter the organisation's policy. We're committed to preventing modern slavery and human trafficking in our supply chain and operations. Our policies explicitly reflect this commitment. We conduct thorough due diligence on suppliers, assessing key risk areas during onboarding and annually. We seek assurances from suppliers regarding compliance with laws on minimum wage, working conditions, child labor, and other relevant legislation.

  Wellbeing

  Terminalfour prioritises workplace safety and commits to maintaining the highest standards of safety reasonably possible in and about Terminalfour's premises. Our employee handbook contains our policies on staff physical and mental well-being and a breakdown of the main duties and responsibilities regarding health and safety for managers, the appointed Safety Officer, and individual employees. Terminalfour recognises and affirms its obligations towards its employees and others, as set out in the Safety, Health & Welfare at Work Act, 2005. Management believes that workplace safety is the responsibility of both employer and employee. They also affirm that the highest standards are attained when both parties accept their legal and moral responsibilities to promote the safety, health, and welfare of every person who has occasion to visit the premises of Terminalfour or work there. Terminalfour operates a number of flexible working arrangements, including part-time hours and a working-from-home policy (part or full-time working from home). It also has policies in place regarding statutory leave, such as parental and paternity leave. We believe that there is more we can all learn from each other in our global User Community. For more than a decade, we have organised Annual Global User Conferences around the globe for our clients. We bring together our public sector and higher education clients for a supercharged, collaborative, and informative digital conference. Together, we leverage the power of the community to get inspired, solve challenges, and move forward together.

Pricing

• Price: £457 a terabyte 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 tenders@terminalfour.com. Tell them what format you need. It will help if you say what assistive technology you use.