Nine23

Managed Application Hosting - Secure App Store

App Store with secure private hosting area OFFICIAL-SENSITIVE to SECRET, for application servers that need to be accessible to government networks and internet-side users alike. Includes performance management and usage statistics, alongside backup and resiliency options, that scale to security and end user volume requirements.

Features

• Private cloud platform FLEX
• Connected to government networks and internet
• Securely managed
• Scalable quickly
• Resilience and recovery options to suit
• Backup options to suit
• Production or development deployments supporting agile projects
• Standardised accredited architecture for rapid deployment
• Enterprise Asset Management (EAM) - MAXIMO
• Integrated Workplace Management (IWMS) - TRIRIGA

Benefits

• Deploy apps to widest user base
• Scale app services dynamically according to usage
• Provide app services beyond confines of single government network
• Rapid development
• De-risk Alpha/Beta deployments with pre-release hosting
• App Store
• Secure Container Application

£800 an instance a month

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 gcloud@nine23.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

428645956061724

Contact

Stuart McKean
+44 (0) 23 8202 0300
gcloud@nine23.co.uk

Service scope

• Service constraints: No service contraints yet identified.
• System requirements:
  • System outline will be discussed with client
  • No pre-conditions or extra licences required outside the service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within one hour
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We are ISO 20000 certified for Service Management, we provide a standardised SLA for clients to ensure the service is understood by you and is sufficiently supported by our engineers. You will be able to interact directly with engineers who know your account and can deal with issues directly without having to first negotiate an unskilled Helpdesk.; All helpdesk staff are SC and NPPV3 cleared.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Clients can follow documentation on how to initiate and start receiving our services. This can be augmented with training onsite, or delivered remotely. We deliver a standardised service, honed during deliveries to existing public sector clients, meaning a low risk and swift deployment without unexpected consultancy costs.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Client will provide secure physical media to Nine23, which will then be populated with the specified client data and returned to the client.
• End-of-contract process: The client will have been given the data they need to keep for archive or transition purposes. Any managed devices are taken off management which will wipe enterprise and managed data from the devices. The client is then free to undertake any disposal requirements that may be stipulated under IS5. Hosted areas are then made inaccessible to the internet and deleted. This is all provided without cost to the client. Any additional services will be charged based on the day rates on our SFIA rate card.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Technical separation of resources to client areas is achieved at virtualisation level so that one client is not competing for the same resources as another; client areas are independent private clouds so processing is not shared. Our ITIL aligned service processes have defined scaling markers to ensure the service team is not short-staffed.
• 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: GPG13 compliant reports
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Virtual Machines
  • Configurations of machines, firewalls and applications dependent on VSS compliance
  • Profiles
• Backup controls: Standard back ups are taken for client data and platforms. Additional requirements are discussed at the outset of the service so that more frequent, or longer archiving of backups can take place, which may be required for the client accreditation.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
• 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: We provide SLAs to each client outlining the expected availability of each service. Unplanned outages that lead to decreased availability from the levels set out in the SLAs lead to credits on those services during the next period.
• Approach to resilience: Architectural resiliency is designed into the hosted environment and is backed by the Tier 3+ UK Data Centre (List X and PASF). Details can be given to clients upon request.
• Outage reporting: Email alerts to nominated client representatives, with quantitative and qualitative detail.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict mangement interface access to known personnel on known devices that are authenticated with 2FA and connect via vpn to secured management hosts with limited permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: UKAS
• ISO/IEC 27001 accreditation date: 01/07/2022
• What the ISO/IEC 27001 doesn’t cover: 14.1.1 Information security requirements analysis and specification ; 14.1.2 Securing applications services on public networks ; 14.1.3 Protecting application services transactions ; 14.2.1 Secure development policy ; 14.2.6 Secure development environment ; 14.2.7 Outsourced development ; 14.3.1 Protection of Test Data; 16.1.7 Collection of evidence
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Government Ministries' accreditations at OFFICIAL-SENSITIVE (available on request)
  • Cyber Essentials Plus
  • 14 Cloud Security Principles
  • NPPV3 Vetting
  • SC Clearances for all Engineering, Project Helpdesk staff
  • NHS DSP IG Toolkit - Passed
  • NCSC Secure Communications Principles

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus; ; NHS DSP IG Toolkit - Standards exceeded; ; List X and PASF
• Information security policies and processes: We apply ISO27001, 20000 and 9001, NCSC and industry best practice to ensure 14 Cloud Security Principles are applied during design, deployment, operation, and decommission. We provide IS1&2 compliant RMADS and maintain our own Security Management Plan which is integral to our ISO9001, 27001, 20000 accreditation, which is independently audited every year.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Services are configured and documented for reference. Changes are initiated with internal or external requests that start a Change Acceptance Process, during which the business imperative, security risks, user impact, and costs are considered. A lightweight process is adopted for agility of service, but If necessary, a full security impact assessment is undertaken and when the requisite authorisations are received, the change is effected and documentation updated.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We subscribe to a number of vulnerability and threat monitoring agencies including the NCSC threat newsletter. A baseline patching process is maintained monthly for all services, and emergency responses to critical threats are evaluated and actioned appropriately.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our protective monitoring tools examine SIEM data from our platform and client areas, including GPG13 compliant reporting. Incidents are responded to appropriately based on the severity of the event.
• Incident management type: Supplier-defined controls
• Incident management approach: Our SyOPs and Security Management Plan outline procedures for incident management and reporting. Our SMP is ISO27k controls and verified by a CCP qualified IA lead.

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: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Each client instance is separated at the virtualisation layer to private cloud instances, which are further segregated by multiple separation technologies including CPA firewalls and walled garden architectural patterns.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: UKFast were the first UK hosting company to achieve PAS2060 Carbon Neutral standard, enabling us to offer 100% carbon neutral solutions.; Our data centres achieve a PUE of <1.3 at full design load. This means that when the data centre is fully occupied, for every 1.3KW of power input into the data centre, 1KW is delivered to the IT equipment.; As a data centre operator with a low PUE we reduce our running costs with efficient technologies, that use less power. We pass these cost savings on to our customers.; As part of our commitment to energy efficiency, UKFast are certified to the environmental standards of ISO 14001:2015.; UKFast has a voluntary Climate Change Agreements (CCA) which a agreement is made with the Environment Agency to reduce energy use and carbon dioxide (CO2) emissions.; Although UKFast are not members of the EU code of conduct for data centres, they do adhere to the requirements of the code of conduct.

Social Value

• Fighting climate change:

  Fighting climate change

  One of our key objectives for 2022 is to complete certification of ISO 14001:2015 – Environmental Management. This internationally agreed standard sets out the requirement for businesses to review all areas of their organisation and improve their environmental performance through more efficient use of resources and waste reduction. Nine23 are anticipating certification by the end of May 2022. We welcome queries as to the status of this; ; For an SME it is harder to make a larger strides in reducing the causes of Climate Change; therefore we have joined forces with a number of other global hi-tech companies to set collective goals . The first is with the Trust X Alliance; which brings a number of SME’s together to look at the United Nations Sustainable Development Goals. There are a total of 17 Goals aimed at transforming our world, with Good Health and Wellbeing, Gender Equality, Decent Work and Economic Growth and Climate Action being our main focus.; ; In addition, Nine23 are part of a pilot group of technology companies working with Net Zero to create a consensus across the Tech industry as to what Net Zero means for businesses in the sector and to provide an industry standard against which business claiming to be Net Zero can be assessed. The goal is to create a pragmatic, effective and publicly available guide for Tech firms to achieve Net Zero. This “protocol” will be practical and easy to use, whilst remaining comprehensive in its scope and ambitious in its scientific robustness - offering businesses a realistic method of achieving credible sustainability goals, in line with the global climate goals required by the Paris Agreement.
• Covid-19 recovery:

  Covid-19 recovery

  Nine23 are working hard to help build a stronger economy by supporting Local businesses and creating jobs, apprenticeships and training opportunities within the local community where employees reside. We work closely with a number of local businesses to supply key areas of support. Accounting, telephony, and the University of Southampton Park - in addition, all hands-on trades are locally based. Where possible we also prefer to use SMEs for hardware or software procurement. We are also members of the living wage foundation and aim to raise living standards of our staff, in addition to paying our taxes.; ; Nine23 are a firm supporter of the apprenticeship scheme and graduate work placements and have provided numerous opportunities for developing roles through the service desk and marketing departments, into more senior positions. We are proud our business has a part to play in the wider health of the UK economy.
• Tackling economic inequality:

  Tackling economic inequality

  Nine23 Ltd are passionate about tackling economic inequality. We are members of the Living Wage foundation and have moved from being office based, to hybrid working. This has enabled us to recruit further afield, broadening our reach of potential employees and giving us more diverse candidates. We now have staff based in various locations around the UK.; ; We strongly believe in the 5 foundational principles of quality work as outlined in the Governments Good Work Plan and closely align our culture, processes, and values in support of these. A continual focus on job satisfaction, safety wellbeing & security, fair pay, participation & progression, and voice & autonomy help to attract and retain staff from all backgrounds, minimise staff turnover, increase capability and maximise efficiency. Targeted plans are implemented to ensure continuous improvement in these key areas.; ; Continued focus alongside ongoing skill development, enables our workforce to reach their potential. Removing their (real or perceived) barriers to success, providing support for educational attainment, including providing training schemes to access professional qualifications ensures that their unique and valuable perspectives and skills are nurtured. Active engagement with the recruitment and development of existing staff and apprentices and offer posts specifically to those seeking to re-train into Digital and Cyber Security related roles. Our most recent apprentice joined Nine23 with a clear path for personal growth whilst learning on the job skills in the highly technical sector of IT support. We will be recruiting more individuals into our Cyber Security apprentice scheme.; ; We provide support for the existing workforce by providing careers advice, mentoring, coaching, training and development, mock interviews, and CV advice. We give them support for in-house progression and development into high growth areas or known skills shortages.
• Equal opportunity:

  Equal opportunity

  Even as a SME we aim to ensure opportunities are available to all. We are actively working to monitor, influence and improve our workforce diversity and social mobilisation efforts.; Nine23 are working hard to help build a stronger economy by supporting Local businesses and creating jobs, apprenticeships and training opportunities within the local community where employees reside. We work closely with a number of local businesses to supply key areas of support. Accounting, telephony, and the University of Southampton Park - in addition, all hands-on trades are locally based. Where possible we also prefer to use SMEs for hardware or software procurement. We are also members of the living wage foundation and aim to raise living standards of our staff, in addition to paying our taxes.; ; Nine23 are a firm supporter of the apprenticeship scheme and graduate work placements and have provided numerous opportunities for developing roles through the service desk and marketing departments, into more senior positions. We are proud our business has a part to play in the wider health of the UK economy.
• Wellbeing:

  Wellbeing

  Employee wellbeing has always been a priority - especially during the 2020 – 2022 Pandemic. Whilst all staff have been working from home we have increased our daily check-in calls and staff one2ones to ensure any issues are picked up and support provided as soon as possible.; We have provided free counselling sessions for any member of staff that needs it and supported those that have taken time off work due to sickness.; Nine23 have adapted working hours to fit with the real life situations people have to deal with – from child to caring or the elderly.

Pricing

• Price: £800 an instance a month
• Discount for educational organisations: No
• Free trial available: No

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 gcloud@nine23.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.