MIS Emergency Systems Cloud Hosting Services

Service scope

Service constraints: Our services are based on public cloud platforms and infrastructure, as such only the usual constraints around IaaS and PaaS architectures apply. We always engage in a full discovery exercise with our customers to fully understand and scope the requirements and before proposing any solution.
System requirements: N/A

User support

Email or online ticketing support: Email or online ticketing
Support response times: Normal Support Hours : Monday–Friday 09:00–17:00 excluding English public holidays. 24/7 and emergency call out support may be provided outside of the Normal Support Hours subject to a separate agreement and costs
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: Yes, at extra cost
Support levels: We supply tailored support levels based on specific customer requirements. These range from full platform and end-user support, management and monitoring, consultancy and training to simple provisioning support. Our support also extends to assisting the customer with migration from on-premise to the cloud including hybrid configurations. We can also provide support levels for disaster recovery and business continuity solutions either within the context of the cloud i.e. between regions to enable a highly available and resilient solution or as a backup to on-premise systems. Support costs are always flexible and agreed in advance with the customer, based on the level and detail of support required. All support contracts regardless of size include both account managers and support engineers.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training will be provided and is available for users at every step of the project from planning to follow-up analysis. This can be provided by our consultants onsite if required or delivered online via audio and visual conferencing tools such as Cisco Webex or MS Teams. In addition to this, standard user documentation and materials will be made available in electronic format which can be saved locally by the user.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Support will be provided to assist users with exporting or extracting their data in a suitable format where possible. Examples of this range from SQL backup images, file share backups or disk images. In most cases the exported data would be downloaded by the customer over the network (network consumption charges will apply). Amazon Web Services offer an Import/Export services that accelerates moving large amounts of data into and out of AWS using portable storage devices for transport. For significant data sets, AWS Import/Export is often faster than Internet transfer and more cost effective than upgrading your connectivity. You can use AWS Import/Export for migrating data into the cloud, sending backups to AWS, and interchanging data with other cloud providers. Azure Import/Export service can also be used to transfer data from Azure Blob storage to disk drives and ship to your on-premises sites.
End-of-contract process: At the end of any contract the customer will be invited to migrate or export any of their data. This should be completed before the end of the contract to avoid any contract extensions or additional services charges. When the customer has confirmed in writing they are no longer using the service and have successfully migrated any required data we will safely and securely terminate the service and delete all associated data in accordance with our GDPR and data destruction policies. Backups of customer data will be made available for download in the formats documented in the terms and conditions, any costs associated with storing the backups or bandwidth costs for download will charged at the prevailing storage and bandwidth rates. Any requests for data extractions not included in the terms and conditions will be at the sole discretion of MIS Emergency Systems and subject additional charges.

Using the service

Web browser interface: Yes
Using the web interface: Users can provision pre-approved templates which are specific to the customers’ requirements
Web interface accessibility standard: None or don’t know
How the web interface is accessible: AWS Service Catalogue adheres to Voluntary Product Accessibility Template (VPAT) . Access is via the interface using secure portal for named users. Tasks include provisioning pre-approved templates which are specific to the customers’ requirements
Web interface accessibility testing: These are performed by AWS
API: Yes
What users can and can't do using the API: Our APIs are primarily based on AWS and Azure APIs, which offer extensive API calls for customer cloud tenants
API automation tools: Chef

OpenStack

Puppet
API documentation: Yes
API documentation formats: HTML

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

Windows

MacOS
Using the command line interface: AWS and Azure CLIs are documented on their respective sites

Scaling

Scaling available: Yes
Scaling type: Automatic

Manual
Independence of resources: We use public cloud auto scaling features which maintains application availability by automatically adding or removing virtual machines according to pre-defined conditions . Dynamic scaling responds to changing demand and predictive scaling automatically schedules the right number of virtual machines based on predicted demand. Dynamic scaling and predictive scaling can be used together to scale faster.
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
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: AWS, Azure and Google Cloud

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)
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least once a year
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: Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Backup and recovery

Backup and recovery: Yes
What’s backed up: Virtual Machines

Databases

Storage

Files
Backup controls: Backup policies are configured from a central backup console, simplifying backup management and making it easy to ensure that your application data is backed up and protected. Backups, restores, and setting backup retention policies across services in the cloud and on premises can be done using a central console, APIs or command line interface. Automated backup schedules, retention management, and lifecycle management are all included.
Datacentre setup: Multiple datacentres with disaster recovery

Multiple datacentres
Scheduling backups: Users contact the support team to schedule backups
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

Other
Other protection within supplier network: We provision logically isolated virtual networks which include advanced security features, access controls and encryption levels. The 3-tier architecture design, plus DMZ, provides an architectural framework around any provisioned server or service. The default for any server or service will be a zero-trust model and as such the Customer will need to work in partnership with us to ensure requests meet the agreed security policies including enforcing encryption standard when possible. We also pro-actively monitor with specialist third-party tools which provide: Antivirus IPS/IDS Events & Alerts Vulnerability Analysis Policy Compliance Cloud Firewall Master Control

Availability and resilience

Guaranteed availability: We use AWS and Azure for provision of our cloud infrastructure service, each cloud product has an individual SLA which is largely dependant on the configuration of individual service. Example, a Web server in a single availability zone would not have the same SLA as a multiple load balanced web servers in multiple availability zones or regions. Disk storage availability and durability is measured based on the individual storage products levels. As part of any contract we clearly define and set out the expected SLAs for each component of the service based on the customer requirements. Where required additional configuration and design choices can be made to bring the SLA to the desired level. All claims concerning SLA guarantees must be made in writing by the Customer within seven days following the end of the month in question and will be shown as a credit (once agreed by MIS Emergency Systems) on the next regular service charge invoice. MIS Emergency Systems will use all information reasonably available to it to validate any claims and make a good faith judgement on whether the SLA and/or credits apply to the claim.
Approach to resilience: We use Microsoft Azure and Amazon AWS global Infrastructures and datacentres. Every component of the infrastructure and our solutions are designed and built for redundancy, reliability and uptime. All data is stored in UK regions and data centres by default (unless otherwise agreed) on highly durable and redundant infrastructure which can span geo-locations for DR/BC purposes, sensitive data can also be encrypted at rest. Network load balancing and redundant routing is also configured where appropriate including the facility to use direct connections. MIS Emergency Systems preferred approach is to design a hosting solution and application layout that supports an active-active approach across multiple datacentres. This is a standard approach in AWS via availability zones, which allow applications to run across 2+ datacentres concurrently. This approach has a similar cost to a load balanced high availability solution in a single datacentre, with the obvious advantage that a datacentre failure results in near zero downtime and data loss, it also significantly reduces the cost and impact to the business of regular DR tests. As with every solution we provide our aim is to provide the best service at the lowest cost, rather than the lowest cost at the expense of risk.
Outage reporting: We have multiple channels to communicate any service outages. These include all the standard facilities offered by AWS and Azure such as public dashboards like 'Azure Status' which shows in detail (refreshed every 2-mins) the status of each cloud region down to individual cloud products. Amazon Web Services publishes also has a public dashboard posting up-to-the-minute information on service availability. As with Azure this can be personalised by the individual user to include notifications. In addition we can also create email notifications and expose API information on a case-by-case basis. This would be for specific components of a particular customer cloud solution managed by MIS Emergency Systems such as availability of a Web Server or SQL Server etc. Our AI monitoring builds a Root Cause Analysis assessment and provides the ability to replay the issue as it happened. This data will be passed into an automated ticket which can then be routed to the Service Provider, which may be the Infrastructure provider. The Customer will have access to all this data via the monitoring console, as well as access to the tickets.

Identity and authentication

User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google apps)

Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels: Both AWS and Azure have Identity and Access Management controls built-in as standard that offer a very granular level of control and permissions. These permissions can be granted at the user or group level including policy and role based. Each resource on the cloud platform can be individually secured.
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)
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 contact the support team to get audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Alcumus ISOQAR
ISO/IEC 27001 accreditation date: 06/03/202
What the ISO/IEC 27001 doesn’t cover: ISO27001 applies to the infrastructure and services controlled by our Group company Incline IT, not necessarily the application software.
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: No
Security governance approach: Our cloud solutions are based on Microsoft Azure and Amazon Web Services. Both of these vendors are certified to ISO27001. MIS Group has attained ISO27001 and we expect MIS Emergency Systems to be compliant in 2024/5. Our internal processes and security policies already follow the guidance and principles set out in the certification
Information security policies and processes: Our cloud solutions are based on Microsoft Azure and Amazon Web Services. Both of these vendors are certified to ISO27001. MIS Group has attained ISO27001 and we expect MIS Emergency Systems to be compliant in 2024/5. Our internal processes and security policies already follow the guidance and principles set out in the certification.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Any configuration changes must follow an internal change management process which consists of the following stages: a) Change control form to identify why the change is needed. b) Who is accountable for administrating the change. c) testing outcomes and rollback planning. d) release phase agreed by stakeholders. e) tracking log to measure success. f) audit.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: MIS Emergency Systems will provide a service to manage vulnerabilities and potential threats which reports to the Customer and also the hosting provider. The service extends beyond patching into vulnerability management which is a key requirement for GDPR, PCI-DSS and ISO27001. This will result in reports of missing patches and details on un-patchable vulnerabilities which cannot be patched and may require workarounds until a patch is available from a vendor. Our patching service follows a standard approach of delivering OS patches into Development and Test environments to allow application vendors to run automated tests before patches are deployed to production.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We offer a robust incident management approach based around ITIL and GDPR standard processes for incident events. These include: a) identification, b) logging, c) investigation and diagnostics, d) assignment and escalation, e) resolution, f) closure and g) satisfaction survey. Our AI based monitoring will automate a significant amount of the ITIL incident management process. As part of the Hosting Service our automated solution will detect proactive issues on services, application and infrastructure. Automated ticket routing will be used to either route tickets directly to the Customer or Service Desk provider
Incident management type: Supplier-defined controls
Incident management approach: We offer a robust incident management approach based around ITIL and GDPR standard processes for incident events. These include: a) identification, b) logging, c) investigation and diagnostics, d) assignment and escalation, e) resolution, f) closure and g) satisfaction survey. Our AI based monitoring will automate a significant amount of the ITIL incident management process. As part of the Hosting Service our automated solution will detect proactive issues on services, application and infrastructure. Automated ticket routing will be used to either route tickets directly to the Customer or Service Desk provider

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: Our design strategies and multi-tenant model ensures organisations are kept apart. We achieve this by deploying resources into their own Subscriptions, Active Directories, resource groups and virtual private clouds. Technologies include: VLAN Isolation, Compute Isolation, Logical Isolation Between Compute and Storage, Isolation Using Storage Access control, IP Level Storage Isolation, Encryption in Transit and at Rest, Disk Encryption and Database Isolation, Isolation through Network Topology.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: AWS and Azure conform to the EU Code of Conduct for Energy Efficient datacentres

Social Value

Equal opportunity

We are committed to promoting equal opportunities in employment. Any of our employees or job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).
Our long-term aim is that the composition of our workforce should reflect that of the community and that all workers should be offered equal opportunities to achieve their full potential. We are committed to a programme of action to make this policy effective and to bring it to the attention of all workers. The principle of non-discrimination and equality of opportunity applies equally to the treatment of visitors, clients, customers and suppliers by members of our workforce and also, in some circumstances, ex-employees.

Pricing

Price: £3 a unit
Discount for educational organisations: Yes
Free trial available: No

MIS Emergency Systems Cloud Hosting Services

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

MIS Emergency Systems Cloud Hosting Services

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