ZUHLKE ENGINEERING LTD.

AWS Managed Cloud Service

We provide a flexible service to allow offload operational management to a managed service. We manage the end-to-end digital services including, networking, operating systems and applications. We manage Amazon Web Services (AWS), Azure, others and hybrid. Our service is UK government compliant and provides on-demand, scalable cloud resources.

Features

• 24x7 monitoring/response IaaS, SaaS, Serverless and Kubernetees platforms
• Cloud hosting, cost management, cost optimisation
• Cloud design, deployment, operation and continuous improvement
• ISO9001 and ISO27001 certified with ITIL service management
• Managed end-to-end service, including networking, operating systems and applications
• NCSC aligned, with support by SC cleared staff available
• AWS and Azure certified partner
• Application migration/development and management. Service management with incident/change management
• Easy to use commercial models tailored to your needs
• Award winning and proven for UK government

Benefits

• Proactive cloud cost optimisation to ease cost management
• Secure to NCSC standards
• Scalable with consumption based commercial models available
• Easily scale support up/down with cloud platform consumption
• Tailored SLAs to meet your service requirements
• Up to 24 x 7 support available
• Securely managed cloud platform monitored 24 x 7
• Rapid, repeatable deployment and operation driven by automation tooling
• Ability to draw on deep and wide skills as needed
• Enhanced access to cloud providers through our extensive international relationships

£0.01 a virtual machine an hour

• 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 Jonathan.Cook@Zuhlke.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

417723118012120

Contact

Jonathan Cook
+44 207 033 8000
Jonathan.Cook@Zuhlke.com

Service scope

• Service constraints: Please refer to https://aws.amazon.com/ to determine those constraints which are applicable to your service needs
• System requirements: Service system requirements are maintained here https://aws.amazon.com/

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide response based on priority. For highest priority needs we provide up to 24 x 7 service with 30 minute response. For lower priority needs we provide reduced SLAs to keep the cost of the overall service lower.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: We provide private instant messaging groups to allow our supported clients to chat directly to support engineers. This allows text chat, and sharing of documents, voice and video content, within the boundaries of the security protocols our client requires us to operate.
• Web chat accessibility testing: We have validated the suitability of the chat tools we use with every client to confirm that our solution meets their needs.; ; To date we have not tested our web chat approach with people who are assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Please see AWS provided support plans here https://aws.amazon.com/premiumsupport/plans/; ; Our service is provided in accordance with different priority definitions (P1, P2, P3, P4), where the service level varies in accordance priority and with targets defined for Response (up to 30 minutes), Recovery (up to 2 hours), Resolution (up to 2 working days) and Update (up to hourly).; ; Support costs are bespoke to each service and the specific SLAs our client's require. Cloud support engineers and technical account managers can be provided and included within these costs.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a bespoke service tailored to the needs of each client.; ; Training can be provided on-site, remotely, to many people or on 1:1 basis, we provide training by doing (pairing with our experts) and also documentation. ; ; Most commonly a combination of training options are provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Video e.g. MP4 and MOV
  • Audio e.g. MP3 and WAV
  • Collaboration documentation (Confluence, Sharepoint, Notion.io)
  • Lightweight Markup (Markdown.md)
  • Microsoft (.Doc and .PPT)
  • Jupyter Notebook (.pynb)
• End-of-contract data extraction: Data may be copied out of AWS API tools to download data.; ; AWS is a member of SWIPO (Switching Cloud Provider and Porting Data) with adherence for Amazon EC2, Amazon S3 and AWS Cloudtrail.; ; Our managed service complies with all laws and we operate in accordance with NCSC and ICO best practice. ; ; Our managed service approach is bespoke tailored to each client. Upfront we produce and then maintain a version controlled Cloud Exit Strategy, which covers Planning and Analysis, Risk Assessment, Exit Strategy, Future State Definition, High-Level Migration Plan, Exit Plan Testing, Automated Tooling and Exit Cost Estimates.
• End-of-contract process: Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism.; ; Buyers pay for the services they use to the point of account termination. Please see the AWS UK G-Cloud 13 Pricing Document affiliated with this Service in the Digital Marketplace.; ; Supplier customers retain control and ownership of their data. Supplier will not erase customer data for 30 days following an account termination. This allows customers to retrieve content from Supplier services so long as the customer has paid any charges for any post-termination use of the service offerings and all other amounts due.

Using the service

• Web browser interface: No
• API: Yes
• What users can and can't do using the API: Services can be configured via the AWS API.; ; Please see https://docs.aws.amazon.com/index.html#user_guides for the full list of API interfaces. ; ; There are no limitations to how the service can be configured via the API.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools:
  • Wide range or 3rd party services hook into AWS APIs
  • Also offer SDKs for Python, Ruby, PHP
  • Also offers SDKs for JavaScript, Java, .NET, Node.js
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
  • Other
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
  • Other
• Using the command line interface: Services can be configured via the AWS-provided command line interface tools. ; ; Please see https://docs.aws.amazon.com/cli/latest/userguide/cli-chap-using.html which provides usage instructions for this tool. ; ; There are no configuration limitations.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Each customer environment is logically separated. This prevents users from accessing resources that are not assigned to them.; ; Where services provide virtual environments, we ensure that customers are segregated by security management processes and controls at both the network and hypervisor level.; ; AWS provides continuous service usage monitoring to protect infrastructure needs and to underpin availability commitments and requirements. The AWS capacity planning model provides a tool to frequently assess infrastructure usage. The AWS capacity planning model aids forward planning to add additional resources or ramp down if necessary.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • SMS
  • Other
• Other usage reporting: We can configure alerts via AWS Console to receive console alerts. ; ; We ensure customers are aware of usage patterns and limits in regular service reviews (in person or remote).

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Amazon Elastic Block Store (EBS): Volumes
  • Amazon Elastic Container Service (ESC): Tasks
  • Amazon Elastic Kubernetes (EKS): Node
  • Amazon Relational Database (RDS): Storage space, Connections, Latency
  • Amazon ElastiCache: Connections, Commands, Cache, Evictions, SwapUsage
  • AWS Lambda: Duration, Errors, Invocations, ConcurrentExecutions, Throttles, Concurrency
  • Amazon S3: Objects, Bytes, Request Count
  • Amazon CloudWatch: Custom Metrics, Composite Metrics
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).; ; AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).; ; Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • File-level recovery e.g. application configuration files
  • Application data-level recovery e.g. a specific database in MySQL
  • Application-level recovery e.g. a web server application version
  • Amazon EC2 volume-level recovery e.g. an EC2 instance
  • Managed service recovery e.g. a DynamoDB table
  • Cross-region replication
  • Same-region replication
  • Bucket versioning
  • Lifecycle rules
• Backup controls: We provide users with fine grained control over what backups are performed and configure different backup schedules for resources. We define Backup policies (specify which resources to backup and frequency) with AWS Backup as centralised way to allow users to create and manage backup across AWS services. We provide further backup controls to users through Resource Tagging, Custom Scripts and Automation, Lifecycle Management and enable our customers to exploit third-party back-up solutions available in AWS Marketplace.
• 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:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: We follow a pattern of continuous security assessment and work in accordance with best practice guidance from NCSC. We consider and review each customer and their evolving service and estate separately.; ; AWS used industry standard secure protocols (e.g. TLS/SSL) for data in transit between devices and data centres. We enable encryption for traffic between virtual machines and users. We encrypt traffic between corporate VPN gaiety and AWS (using industry standard IPsec protocol), see https://aws.amazon.com/vpn/
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: We follow a pattern of continuous security assessment and work in accordance with best practice guidance from NCSC. We consider and review our own network to ensure we identify and mitigate risks.; ; Customer environments are logically separated to prevent users accessing resources not allocated to them. AWS enables customers to use an open, secure, encrypted channel to AWS using TLS/SSL and VPN (IPsec/TLS). API calls can be encrypted (TLS/SSL), plus AWS Console is TLS encrypted.

Availability and resilience

• Guaranteed availability: AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on the website via the link below: https://aws.amazon.com/legal/service-level-agreements/; ; Well-architected solutions on AWS that leverage AWS Service SLAs and unique AWS capabilities such as multiple Availability Zones can ease the burden of achieving specific SLA requirements.
• Approach to resilience: The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximising the effectiveness of the recovery and reconstitution efforts and minimising system outage time due to errors and omissions.; ; AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.; ; Customers are responsible for implementing contingency planning, training, and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilisation of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
• Outage reporting: The public dashboard is available here https://status.aws.amazon.com/. AWS provides a personalised dashboard with API and events, as well as alerting (email/SMS/messaging) configured to client requirements.; ; https://status.aws.amazon.com/

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: AWS’s Identity and Access Management (IAM) system allows you to control access to AWS services/resources. No actions are permissible without authentication. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost.; ; AWS CloudTrail allows you to log, continuously monitor and retain events related to API calls across your AWS infrastructure.
• Access restrictions in management interfaces and support channels: IAM provides user access control to AWS services, APIs, and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.; ; API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Key.; ; API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: AWS controls access to systems through authentication that requires a unique user ID and password. AWS systems don't allow actions to be performed without identification or authentication. Remote access requires multi-factor authentication. All remote administrative access attempts are logged and reviewed by the Security team for unauthorised attempts or suspicious activity. Incident response procedure is triggered in case of suspicious activity. AWS employs the concept of least privilege, allowing only the necessary access for users to accomplish their job. User access to AWS systems requires documented approval from authorised personnel.
• Devices users manage the service through: Dedicated device on a segregated network (providers own provision)

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: You control when users can access 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: Swiss Association for Quality and Management Systems (SQS)
• ISO/IEC 27001 accreditation date: 19/01/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: The Group CEO is responsible and accountable for security policies and processes and who places the Chief Security Officer (CSO) in day-to-day charge of security. The CSO together with our Security Office facilitate ISMS processes and maintain the policy framework.; ; We employ a pyramid approach with regard to our policies. Our main goal is to reduce the number of policies that have to be read and understood by all staff. More specific topics are covered target group specific policies (e.g. physical security, or security in human resources). Levels in the pyramid: 1) ISP & Strategy, 2) Corporate Security Policy, 3) User Group Specific Policies & Guidelines, 4) Security Specific Procedures, 5) Plans & Checklists

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation.; ; Teams set bespoke change management standards per service, underpinned by standard AWS guidelines.; ; All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.; ; Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.; ; AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; Security and Compliance is a shared responsibility between AWS and the customer, and the customer must perform some of the vulnerability management process. See https://aws.amazon.com/compliance/shared-responsibility-model/ for more details.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS deploys (pan-environmental) monitoring devices to collect information on unauthorised intrusion attempts, usage abuse, and network/application bandwidth-usage. Devices monitor:; ; • Port scanning attacks; • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses); • Application metrics; • Unauthorised connection attempts; Security and Compliance is a shared responsibility between AWS and the customer. See https://aws.amazon.com/compliance/shared-responsibility-model/ for more details.
• Incident management type: Supplier-defined controls
• Incident management approach: AWS deploys (pan-environmental) monitoring devices to collect information on unauthorised intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:; ; • Port scanning attacks; • Usage (CPU, processes, disk utilisation, swap rates, software-error generated losses); • Application metrics; • Unauthorized connection attempts; ; Near real-time alerts flag incidents, based on AWS Service/Security Team-set thresholds.; ; Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to customers after turning on AWS CloudTrail in their accounts.

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: Other
• Other virtualisation technology used: AWS proprietary
• How shared infrastructure is kept separate: Customer environments are logically segregated, preventing users and customers from accessing unassigned resources. Customers maintain full control over their data access. Services which provide virtualised operational environments to customers, ensure that customers are segregated and prevent cross-tenant privilege escalation and information disclosure via hypervisors and instance isolation.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We are leading the way to show how open data accelerates decarbonisation of the UK national energy system.

  Covid-19 recovery

  Nature journal reported that our NHS Covid-19 app averted 1 million infections and saved thousands of lives.

  Tackling economic inequality

  We bring small & local businesses, startups, not-for-profit and academics into our ways of working.

  Equal opportunity

  We provide equal opportunity employment. We invest in helping disadvantaged communities grow digital skills.

  Wellbeing

  Our mental health first aiders are trained to look out for our customers, our partners, as well as our own people.

Pricing

• Price: £0.01 a virtual machine an hour
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Three types of offer available via AWS 1) Free trials 2) 12 months free 3) Always free.; ; Terms and conditions apply. We help advise our customers navigate the best route for them.
• Link to free trial: https://aws.amazon.com/free

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 Jonathan.Cook@Zuhlke.com. Tell them what format you need. It will help if you say what assistive technology you use.