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

£49.00 a unit a month

• Education pricing available
• Free trial 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 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

269143085810383

Contact

Sebastian Tyc
02030539704
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

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