CWCS Managed Hosting

Supreme Cloud

Our Public Cloud is built with speed, security, control and uptime in mind. We offer self-managed to fully managed solutions depending on your technical ability. We are ISO 27001:2013 accredited and privately own our Data Centres. Our support team are available 24/7 to ensure you have the best hosting experience.

Features

• Supreme UK Based 24/7 In-House Support
• Dell EMC Unity Enterprise Storage
• Scaleable resources on demand
• VM control panel integrated into our customer portal
• Secure Shell (SSH)/Remote Desktop and console access
• We can install and support Windows and Linux operating systems
• We can install and support Plesk and cPanel/WHM control panels
• 100% Network Uptime Guarantees
• Automatic Provisioning

Benefits

• Experienced Technical Support Engineers are UK based and available 24/7
• EMC Enterprise Storage is used, giving you super fast performance
• Scale your resources on demand when required
• SSH/RDP direct server access gives you ultimate server control
• The ability to reboot/reinstall the server if required
• Our highly trained engineers support both Windows and Linux distributions
• Control Panels are user-friendly interfaces to help manage your hosting
• Relax, knowing that our network will be up 100%
• With automatic provisioning your server will be online in seconds
• Flexible billing options to suit your project needs

£25.00 a server a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

214189810585370

Contact

Karl Mendez
0800 1 777 000
sales@cwcs.co.uk

Service scope

• Service constraints: Planned maintenance may impact connectivity to the cloud but will be done outside of core hours and be kept to a minimum. Where possible we will provide notice of maintenance at least 5 days in advance.
• System requirements: No specific system requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24 hours, 7 days a week phone and ticket support. We aim to have a first response within 90 minutes with our Standard Support, 45 minutes with Gold Support and 15 minutes with Platinum Support
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have not completed any web chat testing with assistive technology users.
• Onsite support: No
• Support levels: At CWCS, we understand that many of our customers have varying levels of technical ability. We offer various tiers of support, Standard (included), Silver (£25.00 per month), Gold (£65.00 per month) and Platinum (£144.00 per month). With all of our plans we offer 24/7 UK support, re-installs if required, basic server monitoring and control panel support. Our silver support is aimed at organisations that have time to handle the normal day-to-day tasks but would prefer to leave the security patching and backups to us. For companies who do not have access to professionals to manage a server, and need assistance with server patching, backups and ongoing technical support, our Gold support level would meet your needs. Our Platinum support is ideal for mission critical systems and is strongly recommended for anyone that has limited technical expertise or experience working with servers. With our Platinum support, you will also be assigned a Technical Account Manager (TAM), who will be your point of contact during core hours and will contact you to fully understand your business and server configuration. Any critical support tickets will be assigned to your TAM, and they will work to resolve the issue.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a team of trained technical pre-sales and sales representatives who will collaborate with the user to ensure that the requirements are fully understood and make sure that all parties are aware of the project and the expectations. ; ; Once the requirements are finalised the sales representative will send over a proposal based on the discussions. ; ; Timescales for the build process with be agreed upon by all parties involved.; ; The onboarding team will then start to provision the cloud server in line with the defined resource specifications and software requirements. ; ; The team will follow our formal build processes and they will regularly keep you up to date with the progress. ; ; Once the cloud server has been provisioned it will be quality checked in line with our internal processes and procedures.; ; The cloud server will then be handed over to the customer to log in and check the server setup and configuration.; ; If required, we can provide online support training on how to use the systems, or alternatively, we have an extensive knowledge base that is available to our customers.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer will have full access to the cloud server until the agreed decommission date for them to extract all data they require.
• End-of-contract process: Should a customer wish to cancel at the end of the term, a cancellation link will be sent for the customer to complete the details, and a decommission date will be agreed.; ; Destruction of data at the end of the term is free of charge, however should a customer wish for us to send a copy of their data, this would be a chargeable request.

Using the service

• Web browser interface: Yes
• Using the web interface: The service portal offers users the ability to reboot, reset or power on and off the cloud server.; ; If additional server resources are required, the user will need to contact the sales team who will action this.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The web interface is accessed via the online client portal.; ; The service portal offers users the ability to reboot, reset or power on and off the cloud server.; ; If additional server resources are required, the user will need to contact the sales team who will action this.
• Web interface accessibility testing: No testing has been completed using assistive technology users.
• API: No
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: All cloud servers include full root access to the server, and customers are allowed to configure the servers as the user requires.

Scaling

• Scaling available: No
• Independence of resources: The platform does not allow users to over-commit on compute resources or capacity. Capacity is actively monitored and managed by our system administrators and additional nodes are added to the cluster when resource usage hits predefined thresholds.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

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

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
• 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: Less than 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: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: 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: Yes
• What’s backed up:
  • Files (block level)
  • Virtual machines
  • Databases
  • Full image backup
• Backup controls: The standard backup policy will be defined by the support agreement, however, should a customer wish to update the policy for what is backed up, and at what intervals, the support team will work with the customer to achieve their requirements.
• 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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Financially backed 100% Network Uptime Guarantee. 1-day credit is available for every 1 hour of network downtime. Refunds are processed by requests in writing to our billing department.
• Approach to resilience: Redundant hardware at each level, including multiple switches for network redundancy and multiple virtual host servers for compute and storage redundancy.
• Outage reporting: Outages are reported on our status website. Customers can subscribe to email alerts through this system.

Identity and authentication

• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Cloud administrative interface is not accessible by customers. Customers have access to virtual machine management interface only, via password protected module.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • 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 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec Certification International
• ISO/IEC 27001 accreditation date: 23/03/2022
• What the ISO/IEC 27001 doesn’t cover: Our entire organisation is within the scope of the certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 18/03/2022
• What the PCI DSS doesn’t cover: All our internal systems are included
• 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
• Information security policies and processes: Our ISMS is based on an information risk management strategy to identify and treat risks that could impact the CIA of information 'assets', selecting appropriate controls from ISO27001:2013 Annex A or other sources. These include an information security policy, access control, HR security, asset management, physical security, operations security and change management, supplier relationships and incident and business continuity management.; ; Internal audits are performed to a planned schedule which takes into account any areas of high risk. 2nd party audits may be used on an ad-hoc basis and 3rd party audits are performed annually as part of the certification body's monitoring process.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We operate a formal change management process to ensure that unplanned/uncontrolled changes have no impact on production systems. Changes must include an impact/risk assessment and anything carrying an element of risk must be approved by an appropriate member of the management team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Information on vulnerabilities is obtained via the platform supplier and underlying operating system supplier. Both avenues are checked daily and patches applied immediately. If required, reboots are performed in a timely manner during maintenance hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Systems are used to monitor access and authentication to each part of the system. When alerted to a compromise, the offending service is immediately disabled until the cause has been identified and a resolution has been put in place.
• Incident management type: Supplier-defined controls
• Incident management approach: We have standardise processes for handling incident, these include handling spam/UBE, abuse complaints, DDoS attacks, compromised/rooted servers and system outages.; ; Users can report incidents to support via standard support avenues.; ; Incidents are investigated and RCA/RFO reports are provided on request.

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: Virtual machines are kept isolated from each other through the deployment of the VMware hypervisor. This provides independent fault and security isolation at the hardware level.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are committed to being carbon neutral by 2030.; As a web hosting company, we know that data centres require a tremendous amount of energy, which is why we are working hard to achieve carbon neutrality.; ; This is why we have set ourselves the goal of being carbon neutral by 2030.; ; CWCS is proud to have a REGO (Renewable Energy Guarantee of Origin) electricity supply, meaning that our power consumption is now 100% offset by renewable energy.; ; We pledge to plant a tree for every new server purchased in 2022. By working with Just One Tree we promise to plant a tree to help offset our energy usage and to help make the world a greener place.

Pricing

• Price: £25.00 a server a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trials include a fully working system which is available for a time-limited period which will be agreed upon by the account manager and end-user.

Service documents

• Pricing document

  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 sales@cwcs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.