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  1. Digital Marketplace
  2. Lot 1: Cloud hosting
  3. Monitoring as a Service
FirstServ Ltd

Monitoring as a Service

When there is a problem with your website or server, whatever time of day or night, it needs to be fixed as fast as possible. FirstServ offer a range of monitoring and fault resolution services, so that any problems can be identified and resolved quickly.

Features

  • Fully managed monitoring solution
  • Real time or interval based monitoring tailored to your needs
  • Custom metric monitoring available on request
  • Flexible notifications and alerts, with scheduling and escalations
  • Secure log collection and storage
  • Reporting via extensible and customisable dashboards and graphs
  • UK based data centres

Benefits

  • Unify your monitoring tools into one fully managed monitoring solution
  • Effectively monitor infrastructure capacity to efficiently plan for additional resource
  • Enhance team productivity with real time insights
  • Real time or interval based monitoring frequencies tailored to you
  • SSL protected administration area

Pricing

£49.00 a unit a month

  • Education pricing available
  • Free trial available

Service documents

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

Framework

G-Cloud 13

Service ID

2 6 9 1 4 3 0 8 5 8 1 0 3 8 3

Contact

FirstServ Ltd Sebastian Tyc
Telephone: 02030539704
Email: seb@firstserv.com

Service scope

Service constraints
All planned maintenance is covered by a mandatory 7 day notice period. We reserve the right to conduct unplanned emergency maintenance where necessary, but will always make reasonable efforts to inform impacted customers before work commences. Support is limited to services, hardware and applications provided by FirstServ and does not extend into the customer's application stack.
System requirements
  • Proof of license ownership for customer-provided Microsoft licenses
  • Customers must adhere to fair use policy and ToS

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 15 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Onsite support
Support levels
Our friendly support team are available 24/7 to monitor, advise and make requested changes to your infrastructure. We measure all response times via the myFirstServ support ticket system to ensure we deliver a fast and effective service that is second to none.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide online assistance to all customers - KnowledgeBase a collection of commonly asked questions and their answers. The myFirstServ client area offers the user the choice of browsing through the articles in our KnowledgeBase by category, popular tags or searching based on keywords they enter.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Upon termination of the Agreement, for whatever reason, the Customer should:
- Cease to use the Services and any Software.
- Backup of all Customer's data.
- Erase any Software from the Customer’s systems and confirm to FirstServ that it has done so.
End-of-contract process
At the end-of-contract agreement FirstServ shall be entitled immediately to block your Cloud Server and to remove all data located on it. FirstServ will hold such data for a period of thirty days and allow The Client to collect it at its own expense, failing which we shall be entitled to delete all such data. At the Client’s request, FirstServ will copy such data to standard USB Pen Drive and make this available for The Client to collect after seven days following termination of the agreement at no cost to The Client. However, FirstServ make no guarantees or warranties with regards to the integrity of all such data.

Using the service

Web browser interface
Yes
Using the web interface
MyFirstServ is the customer's web interface where they can manager all aspects of their solution - for example creating/managing/deleting/scaling virtual machines, managing reports and monitoring alerts, firewall configuration and more.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
MyFirstServ web interface is accessible via my.firstserv.com
Web interface accessibility testing
Testing against WCAG has been performed to understand requirements for MyFirstServ redesign
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
QoS policies / guaranteed resources
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
100s of monitoring metrics available
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
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
  • 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
No

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
  • 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
Network availability - 100% Infrastructure availability - 99.99% Availability is based on the total number of operating hours of a given calendar month and excludes planned and emergency maintenance. Service credits of up to 25% of the standard monthly support fee are payable for any month where the availability SLA is not met.
Approach to resilience
Information included in FirstServ Physical and environmental security policy and it's available on request.
Outage reporting
A public status page is available on the MyFirstServ website, which shows live status of our core network and infrastructure along with details of any incidents. Customer notifications are managed via our ticketing system accessible via MyFirstServ.

Identity and authentication

User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
Other user authentication
All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, FirstServ have a secure password agreed with each customer in advance to authenticate that user.
Controls in place include:
• Two factor authentication for user access;
• TLS 1.2 based traffic;
• HTTPS enforced on ITSM portal;
• Role based access controls.
• Active monitoring of authentication activity.
Access restrictions in management interfaces and support channels
The creation of new user accounts and the on-going management of system access are fundamental to the provision of effective information security. This process describes how user account and access rights should be requested, approved, created, amended, reviewed and removed in a secure way which complies with FirstServ policies.
This control applies to all systems, people and processes that constitute the organisation’s information systems, including board members, directors, employees, suppliers and other third parties who have access to FirstServ systems.
The following policies and procedures are relevant to Access Management Process:
-Access Control Policy
-Mobile Device Security Policy
-Teleworking Policy
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, FirstServ have a secure password agreed with each customer in advance to authenticate that user. Controls in place include: • Two factor authentication for user access; • TLS 1.2 based traffic; • HTTPS enforced on ITSM portal; • Role based access controls. • Active monitoring of authentication activity.
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
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
Yes
Who accredited the ISO/IEC 27001
Centre for Assessment
ISO/IEC 27001 accreditation date
18/01/2021
What the ISO/IEC 27001 doesn’t cover
All processes are covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
FIS Global
PCI DSS accreditation date
17/03/2022
What the PCI DSS doesn’t cover
N/A
Cyber essentials
No
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
An ISO27001-compliant information security management system is operational

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
Change management system operational which documents all changes, responsible parties, time of change and senior-level sign off. All changes pass through a Change Advisory Board (CAB).
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability scan run once per month and critical vulnerabilities patched within 7 days. Additional vulnerability scan run after any significant change implementation.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Internally designed and developed threat monitoring system is run on all infrastructure.
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
ISO27001-complaint processes and systems for incident response are operational.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

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
FirstServ's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.
Our datacenters provider accepted to be part of the 2016 EU Code of Conduct for Energy Efficiency in Data Centres. We worked with IT sustainability consultancy Carbon3IT to review all of their UK data centres for energy efficiency best practices and their alignment with the EU Code of Conduct. The review revealed that their data centres were already functioning in line with these standards.

Social Value

Fighting climate change

Fighting climate change

Firstserv takes its responsibilities towards the environment seriously, and we are committed to reducing our carbon footprint. We are pursuing green hosting policies, which in turn helps our customers to be greener themselves.
Firstserv's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.
Equal opportunity

Equal opportunity

At FirstServ we believe in encouraging and fostering Equal Opportunities and Diversity to ensure that all job applicants, employees, suppliers and clients of the Company receive equal treatment regardless of race, colour, age, ethnic or national origins, religious beliefs, sex, trans-gender, sexual orientation, marital status, civil partnership status and disability. We also want to ensure that equality and diversity is integral to all our activities taking into account every stage of our work.

Pricing

Price
£49.00 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Free trials are available to both new and existing customers for products that haven't previously purchased or trialed. Free trials are excluded from any SLA credits and are limited to 30 days’ based on a fair usage policy.

Service documents

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