IBM Hosted Hybrid Multi-Cloud for Red Hat OpenShift

Service scope

Service constraints: IBM Cloud Focused - Can be implemented as a PrivateCloud for similar capabilities. See Logicalis for additional details
System requirements: Benefits and service based on IBM Cloud Hosting

On Premise options available on request

User support

Email or online ticketing support: Email or online ticketing
Support response times: Within 24 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: Web chat
Web chat support availability: 24 hours, 7 days a week
Web chat support accessibility standard: WCAG 2.1 A
Web chat accessibility testing: Visit https://cloud.ibm.com/docs/overview/accessibility?topic=overview-accessibility-platform#accessibility-features-for-ibm-cloud for more information of accessibility
Onsite support: Yes, at extra cost
Support levels: IBM provides free basic level support protection included with an IBM Cloud subscription or pay-as-you-go account. Advanced support is recommended for environments with a limited number of business-critical applications. Premium Support is for mission-critical environments that have a strategic dependency on IBM Cloud; IBM provides a dedicated Technical Account Manager with this support tier. The support policies for Platform and Infrastructure Services are available in the IBM Cloud UI and provide details of available support options, as well as information on access, support business hours, severity classification, and support resources and limitations. IBM uses commercially reasonable efforts to respond to support requests; however, there is no specified response time objective for basic level support. Unless otherwise agreed in writing, support is available only to Client (and its authorized users) and not to any end users of Client’s solutions. Client is solely responsible for providing all customer support and services to its end users. An online support forum is available at no charge at https://www.ibm.com/mysupport/s/forumshome or join the IBM’ development community at https://developer.ibm.com/community/. Both monitored by IBM developers and employees.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: IBM provide comprehensive online documentation (available through the IBM Cloud Dashboard), tutorials, free online training course and hundreds of tutorials and articles available on our developerWorks portal.

Logicalis Consulting services are able to provide bespoke, specialist services designed to support clients individual needs, available on request.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
End-of-contract process: At the end of the contract services continue to run but the user will be prompted to add a new payment method (pay-as-you-go) or sign a new contract. You will be billed the amount of services you are running until you decommission it.

Logicalis - at an additional cost can assist in the End of contract process as there may be more detailed integration & Exit requirements when exiting a cloud and Logicalis Cloud Exit service available via G-Cloud Support Services can further assist in this process.

Using the service

Web browser interface: Yes
Using the web interface: Users can create new applications & services, manage those services, configure services and instances, manage role-based access and teams, they can view alerts and status, they can access documentation all through the IBM Cloud Dashboard.
Web interface accessibility standard: None or don’t know
How the web interface is accessible: IBM Cloud includes the following major accessibility features: Keyboard-only operation and operations that use a screen reader (for more information visit https://cloud.ibm.com/docs/overview/accessibility?topic=overview-accessibility-platform#accessibility-features-for-ibm-cloud )
Web interface accessibility testing: N/a
API: Yes
What users can and can't do using the API: https://cloud.ibm.com/docs/containers?topic=containers-cs_cli_install

Customer can drive automation using consistent APIs to integrate with their existing CI/CD pipelines. See https://cloud.ibm.com/apidocs
API automation tools: Ansible

Chef

Terraform

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

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

Windows

MacOS
Using the command line interface: CLI and IBM Cloud Dashboard are consistent for deployment and management. All Kubernetes interactions e.g. kubectl are done via the command line
https://cloud.ibm.com/docs/openshift?topic=openshift-openshift-cli

Scaling

Scaling available: Yes
Scaling type: Automatic

Manual
Independence of resources: The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.
Usage notifications: Yes
Usage reporting: Email

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Memory

Network
Reporting types: API access

Real-time dashboards

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: IBM & Red Hat

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)

Other locations
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
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: IBM manage backing up your master nodes, including etcd

You can backup worker nodes and storage volumes
Backup controls: Tools are provided as part of the offering for our users.
Datacentre setup: Multiple datacentres with disaster recovery
Scheduling backups: Users schedule backups through a web interface
Backup recovery: Users can recover backups themselves, for example through a web interface

Data-in-transit protection

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

IPsec or TLS VPN gateway

Other
Other protection between networks: IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a TD, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: IBM provides service level agreements (SLAs) for IBM Cloud services. Service levels based on downtime do not include time related to exclusions, UI unavailability, or time to reload, configure, enable, or access content or include other services indirectly affected by an outage (Downtime). SLAs are available only if Client is compliant with the Agreement terms and do not apply to any third party including Client’s end users. SLAs do not apply to beta, experimental, trial, or no-charge Cloud Services. SLAs are not a warranty and are Client’s exclusive remedy for IBM’s failure to meet a specified service level. IBM will validate SLA claims based upon information provided and IBM system records. IBM provides a 99.95% availability SLA for Platform Services: i) configured for high availability and distributed across multiple IBM Cloud public regions; or ii) provisioned across multiple dedicated or local environments in geographically separated data-centers. In addition, IBM provides a 99.9% availability service level for multiple instances of a Platform Service provisioned within a single dedicated or local environment.
Approach to resilience: Available on request
Outage reporting: From time to time, events occur in the IBM Cloud that require IBM Cloud to take action. Sometimes these events are unexpected and sometimes there are planned maintenance activities required to keep the Cloud operating at its peak condition. While IBM Cloud makes every effort to isolate our customers from these events, sometimes it becomes necessary to take certain equipment off-line. Regardless of the impact to our customers, it is always necessary to be transparent, timely and informative. We believe it is best to put our customers in control of their Cloud experience, and so our policy is to push information to our customers that explicitly subscribe to this process on the customer Portal. Therefore it is important that our customers understand how to make notifications work for them.

Identity and authentication

User authentication: 2-factor authentication

Identity federation with existing provider (for example Google apps)

Username or password
Access restrictions in management interfaces and support channels: IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Username or password
Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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 1 month and 6 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 1 month and 6 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: BVCH SAS UK Branch
ISO/IEC 27001 accreditation date: 2018/12
What the ISO/IEC 27001 doesn’t cover: For further information, please see the compliance documentation on the IBM website
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 2017/10
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: The infrastructure that the service is run on has a CSA STAR Self-Assessment certificate. The IBM CSA Star Self-Assessment can be viewed here https://cloudsecurityalliance.org/star-registrant/ibm-cloud/
PCI certification: Yes
Who accredited the PCI DSS certification: Weaver and Tidwell, L.L.P.
PCI DSS accreditation date: 2021/10
What the PCI DSS doesn’t cover: We have PCI-DSS accreditation for Payment Card Industry - as Service Provider.
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: https://www.ibm.com/uk-en/cloud/compliance

https://cloud.ibm.com/docs/overview?topic=overview-security#platform-security

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: IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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: IBM Cloud follows best practices for systems management including change management. Note that on provisioning of a server, that server and its monitoring and management become the client’s responsibility, meaning that the client is responsible for implementing overall service management and process. The entire IBM Cloud platform is built on top of a technology called Infrastructure Management System (IMS). All automated operations and functionality in the IBM Cloud platform are controlled by IMS. This includes provisioning and de-provisioning of services, logging, billing and alerts IBM Cloud operational management includes reporting and alert vulnerabilities and incidents.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
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: IBM: 1)Maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law. 2)Investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan. 3)Promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. 4)Provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

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: KVM hypervisor
How shared infrastructure is kept separate: Each user creates their own cluster that use single tenant worker nodes. User can choose shared resources where the node is on shared hypervisor and hardware or dedicated resources where the node is single tenant for hypervisor and hardware. Master nodes are single tenant and encrypted per organization/user.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: Read all about it here : https://www.ibm.com/ibm/environment/climate/datacenter_energy.shtml

Further information - https://www.oracle.com/sustainability/green-cloud/

Social Value

Fighting climate change
Equal opportunity
Wellbeing

Fighting climate change

Take a look at our latest developments:

Carbon neutral on scope 1&2 by 2025 - Announced intent to be carbon neutral on scope 1 and 2 by 2025.

Engaged EcoVadis – Partnered with EcoVadis to provide a holistic understanding of our ESG performance.

Carbon Disclosure Project – Deepened our scope with the CDP.

SBTi – Committed to Science Based Targets initiative, joining the largest group of companies actively driving the reduction in global emissions.

Launched customer sustainability score – Developed scoring mechanisms that enable customers to understand their IT emissions with recommendations, all available as a managed service.

Equal opportunity

Diversity, equity and inclusion activities
From our global inclusion council to unconscious bias training for all employees, we empower our employees to create an inclusive environment.

Wellbeing

Innovation drives creativity and when people from diverse backgrounds work together, the more innovative and creative that team is likely to be.

Our people are critical to our ongoing success and together we can create an environment where everyone can belong, grow and thrive. We are committed to making Logicalis the best it can be through our people and in FY23 we were recognised as being a 'Great Place to Work' in 12 countries.

Pricing

Price: £0.36 an instance an hour
Discount for educational organisations: No
Free trial available: No

IBM Hosted Hybrid Multi-Cloud for Red Hat OpenShift

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

IBM Hosted Hybrid Multi-Cloud for Red Hat OpenShift

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