Recarta IT

Infrastructure as a Service (IaaS)

Recarta's infrastructure as a service (IaaS) delivers shared and/or private cloud services for hosting workloads. Our infrastructure investment and skills allows for rapid deployment of production and disaster recovery workloads. Management tools and x86 VMs can be deployed as required.

Features

• Multi-tenant cloud platform with secure customer segregation
• Hosted from accredited UK Tier 3 datacentres
• Shared or Private cloud based on Logical partitions
• Built on highly resilient (N+1) Enterprise class infrastructure
• Latest Flash storage options
• Secure Backups available using vendors latest technology
• Hosted client server options available

Benefits

• Reduced Costs (ROI)
• No capital outlay - OPEX
• Outsourcing of operations and management
• Resilient infrastructure and Tier 3 DC
• Scalable and deployed on latest technology
• Utilising latest Green and sustainable technology
• High Availability and off-site back up options •

£0.18 a virtual machine an hour

• Education pricing 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 daren.bland@recarta.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

444508404072081

Contact

Daren Bland
07785 114938
daren.bland@recarta.co.uk

Service scope

• Service constraints: Minimum levels of instances is a requirement.
• System requirements: Client to provide remote access from client locations.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: An agreed SLA will be in place to define any changes for weekend escalation. Standard SLA is:; ; 1 Critical Impact; Business is critically impaired by a loss of the service.; 30-minute response time.; 4-hour resolution time.; ; 2 Medium Impact ; Business is partially impaired by a loss of the service. ; 4-hour working day response time.; 8-hour working day resolution time.; ; 3 Low Impact ; Business function or service is not affected.; 1 working day response time.; 2 working days’ resolution time.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Service Level Agreements are scoped and tailored to meet the customer's requirements around their RPO and RTO. Plus any agreed local and/or remote services. ; ; Service Level Agreement support ranges can include:; 24/7/365; 9-5 Mon-Fri; Escalation only ; ; Via the above options, services can be provisioned whereby a client can pass all backup management, local and remote, to a Recarta fully managed service. This can include services to restore backup or sub components. Or to a service whereby Recarta manages the remote storage capabilities. This can also be defined as providing backup storage with the client being responsible for all actions as regards local and remote backups plus restorations. ; ; Pricing is dependent on the service(s) chosen, and will be based on the level of Recarta interaction outside of the provision of backup storage.; ; Recarta employs a mature Service Delivery Function with a dedicated Service Delivery Manager being assigned alongside a dedicated sales Account Manager. This function ensures concurrency of any agreed SLA through thorough ongoing service review, change request process, managed service completions, escalation and resolution processes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our Sales engagement model starts the conversations around the level of service based on the client's requirements. This forms the basis of the take on service to be completed, and its associated documentation.; ; With any service, Recarta can work with the client to assist with their business requirements so as to tailor the service to meet their needs. This can additionally involve consultative services to complete an internal audit to capture any and all required components. The Recarta team can assist with the production of a mature operational support documentation.; ; Ultimate training is dependent on the service chosen. Recarta can provide onsite or online training plus user documentation. For instance the client may only require remote management but have chosen local management, Recarta can provide training so that they can mange this locally to reduce their ongoing costs.; ; Training can include:; Handover documentation of remote infrastructure structures; Installation of software and hardware ; Operational management; Response procedures to alerts, triage procedures and escalations
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We offer data cleansing of client data. ; ; Data can be saved to a preferred media format if requested and and sent via a secure courier service. Upon request the client can be part of this process as regards any compliance requirements. ; ; Certification is provided as to the completion of the data cleansing act. ; ; Contractual commitments are entered into at the start of any service that these processes will be completed for the avoidance of any ambiguity.
• End-of-contract process: Dependent upon service chosen, these free of charge services are included:; Data cleansing and/or data extraction.; Removal of data access and rights.; Removal of backup software and/or agents; Removal of any backup hardware infrastructure ; Final service review procedure; ; No additional costs are incurred post Agreement sign off.

Using the service

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

Scaling

• Scaling available: No
• Independence of resources: Analytical services are running constantly to assess current utilization across multiple metrics; storage, memory, CPU, Internet bandwidth, etc. This allows for constant assessment of planned and non planned for capacity and growth requirements. Overheads are never reached within any given service schedule. ; ; In addition, segmentation of services is achieved so as allow for service concurrency. Separation of client services allows for a quality of service to be met.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Uptime
  • Availability
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: All data is protected within physical DC locations that have mature and robust access controls. This includes processes around approved members that can gain access to site, racks, servers, etc.; ; All data is additionally protected by segmented IT process. For instance industry standard hypervisors are deployed to protect data. Along with networking segmentation around Virtual Routing Firewall technologies, VLANs and subnets.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Complete operating system instances
  • Virtual machine instances
  • Bare metal server instances
  • File structures
  • Database instances
• Backup controls: Complete management can be completed by the client or Recarta. Proxy access can be provided to the local backup infrastructure and software so as to allow for this to happened.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: All communications that require security IE VPN pass phase, key dissemination, etc, is sent via password protected documentation. Relevant passwords are never sent via email.
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Virtual Routing Firewall (VRF) technology is employed at the network layer to segregate client data and traffic. Additionally VLAN and subnet segmentation is employed within the network.; ; Client data is secured within enterprise class vendor supplied backup device or hypervisor solutions IE VMware ESXi, IBM PowerVM, EMC DataDomain architectures.

Availability and resilience

• Guaranteed availability: SLA are targeted around 4x 9s data availability. No refunds are provided.
• Approach to resilience: We employ multiple layers of staff members across multiple disciplines to as to ensure there are no single points of failure as regards possible absenteeism. ; ; All hardware and software provisioning that is being used that provides the service delivery and the service itself is all based upon a resilient design. Multiple hardware components are is place IE multi host VMware clusters, SAN storage with multiple control enclosures, dual SAN storage enclosures, dual firewall and switch devices, etc.; ; These components ensure service delivery consistency.
• Outage reporting: Automated monitoring agents and vendors supplied functions (management GUI interfaces) automatically report outages. These alerts can be viewed within a 24/7 dashboard and/or will be sent as email and/or SMS alerts. These events are monitored 24/7 and responded to according to any agreed SLA that is agreed at the start of a service.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channel functions is controlled and restricted based on individual job roles.; ; Recarta Managed Services systems, internal management, remote customer management, remote customer monitoring, hosted customer services, etc. the Recarta Service Desk operators have their access rights controlled to applications and operating system operational tasks as defined by their individual job role.; ; Access to private information will be limited to authorised persons whose job responsibilities require it, as determined by an appropriate approval process, and to those authorised to have access by government legislation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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 over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: NQA
• ISO/IEC 27001 accreditation date: March 2022
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISMS relates to:; ; The provision of IT Managed Services, both hardware and software, to a range of public and private sector organisations across a range of varied and diverse arenas. ; ; The network boundary is the section of the network used only by our staff within the office, remote staff or at client locations. This will be defined by everything which is physically in the data centres up to the firewall leading to the outside world.
• 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
  • Other
• Other security governance standards: Cyber Essential Plus accredited.
• Information security policies and processes: Recarta is Cyber Essentials and ISO27001 certified. ; Recarta operates an ISMS This is in compliance with the requirements of ISO270001:2013. ; These requirements are independently certified and assessed by NQA.; Recarta's ISMS define our processes, their sequence and interaction as well the measures and controls operated to ensure they are implemented, and their performance checked for effectiveness.; ; Our ISMS is operated, monitored, reviewed and developed to ensure it remains appropriate for our needs.; Information Security is controlled through the ongoing management of the Recarta ISMS to focus on the preservation of:; ; Confidentiality; ; Ensuring that information is accessible only to those authorised to have access.; ; Integrity; ; Safeguarding the accuracy and completeness of information and processing methods.; ; Availability; ; Ensuring that authorised users have access to information and associated assets when required.; All staff are provided with details and training on the ISMS Manual and the process for reporting any incidents.; All staff and contractors at Recarta have been communicated the importance of effective use and understanding of the ISMS. The expectations have been outlined to all staff in relation to business continuity and information security through the implementation and publication of the ISMS policy. n.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Recarta operates a change management process to ensure all changes are documented, and approved and that services are not unnecessarily disrupted, or unnecessary changes applied.; When a change is requested the following information is captured; ; -Summary of the proposed change, outage period,expected hours to complete, proposed date and time of change and any pre-requisites.; ; -Reason for Change –why the change is required; ; -Implementation Plan. preparation steps; ; -Roll Back Plan – if needed; ; This is then submitted to Change Advisory Board (CAB) and the customer for approval ; ; All emails/conversations related to the change will be recorded within the ticket.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Recarta ensures Critical’ and ‘Security’ patches are installed within two weeks. ; ; Other patches are reviewed by technical management and installed as and if appropriate.; ; Where the risk of system compromise is considered to be greater than the deployment of a partially tested patch, a decision may be taken to release the patch early.; ; Recarta carries out monthly ASV scans.; ; Vulnerability updates from software and hardware suppliers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Any risk detected by Recarta's monitoring software monitoring agents will be reviewed by the IS manager.; ; All information security incidents must be reported as quickly as possible to the IS Manager or the SDM ; ; Incidents will be reviewed locally in inline with SLAs and escalated and actioned as necessary and inlkne with best practice.
• Incident management type: Supplier-defined controls
• Incident management approach: Recarta has a pre-defined process for incident management.; ; Users are kept updated by the service desk throughout the incident and following resolution, an RCA report will be issued in line with SLA's; Where appropriate and identified process will be revised and amended to ensure steps are in place to prevent any reoccurance.; ; System audit logs are maintained and inspected as part of the RCA process.

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: Other
• Other virtualisation technology used: VMware ; IBM PowerVM; Cisco VRF
• How shared infrastructure is kept separate: Networking via Virtual Routing Firewall technologies plus VLANs and subnet segmentation. ; ; Storage and compute hypervisor technologies are deployed to ensure segmentation via vendor supplied virtualization solutions. ; ; The above ensures I/O traffic is separated as regards security, access and management.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Recarta's DataCentre has gained European Union (EU) energy efficiency certification. All organisations that sign up to the Code are expected to follow the intent of it and abide by a set of agreed commitments, which encourage DC operators to seek out good Power usage Effectiveness (PuE) ratings, ensure good cooling to deliver optimum performance and resiliency, and so forth. As a Participant, our data centre's operate to a recognised level of energy efficiency, in line with the best practice Code. I Our Data Centre is now officially a Participant for SQ17, P1, and A9,”

Social Value

• Fighting climate change:

  Fighting climate change

  Recarta are working to meet the UK's goal of net zero emissions by 2050,m, and to follow the Governments's Environmental Policy and Sustainable Development Plan by working with a third party to calculate carbon emissions, offset them and ultimately reduce emissions. Recarta are committed too: 1) Reduce travel carbon footprint by offering a Hybrid and Electric fleet, encouraging carpooling and use of public transport 2) Use remote meetings/reviews where possible 3) When physical visits are required, Supplier will call upon a wide geographic spread of sales and technical staff to choose the best skilled person located close to the Buyer 4) For new hardware projects Supplier will use energy saving measures e.g. server virtualisation, cloud & recycling options. This will deliver measurable improvements on a per project basis (e.g. consolidation of 3 racks of storage into a single 4U installation) 5) Continue to promote circular economy 6) Reduce plastic waste 7) Use refill services for cleaning products 8) Encourage staff personal use of sustainable products 9) Use and promote Green Energy via renewable energy providers. Encourage staff to swap their home providers with incentive links 10) Promote a 'Paperless Office', using products to offer e-sign capabilities
• Covid-19 recovery:

  Covid-19 recovery

  Following the announcement of the Covid-19 pandemic from WHO, Recarta invoked our Business Continuity Plan. This involved the remote working of all staff. As the UK guidelines have relaxed and encouraged a return to the office, Recarta have employed a gradual, structured return to the office, with split office and remote working. Job roles and key responsibilities have been identified for all staff members, and a job role split has been put in place ensuring members of staff responsible for key services do not attend an office environment simultaneously. Activities that, in the delivery of the contract: - Improve workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions.
• Tackling economic inequality:

  Tackling economic inequality

  Recarta have a robust equal opportunity policy and Modern Slavery policy in place
• Equal opportunity:

  Equal opportunity

  Whilst respecting the Laws of the United Kingdom, the company will exercise fair working ; ; practices. ; ; The company will make sure that all employees are treated equally and fairly and consideration ; ; will be taken for their aspirations and achievements in the workplace. ; ; All people coming into contact with the company will be treated equally irrespective of race, ; ; colour, religion, gender, sexual orientation, physical disability or any other grounds that might be ; ; construed as grounds for discrimination, including harassment and intimidation. We are an Equal ; ; Opportunities Company and abide by The Working Time Directive.
• Wellbeing:

  Wellbeing

  Recarta are committed to promoting a healthy workplace with the aim being to keep each employees wellbeing at the focus. Managers and Team Leaders conduct regular 1-2-1's with staff to ensure all each team members has the time to be heard. 1-2-1's includes conversation around current job role satisfaction, aims and goals, and any areas of concerns both within and outside the workplace. Recarta offer flexible working, both remote and time based to assist staff members with any difficulties outside of the workplace i.e. childcare Team building events are held regularly, as smaller specific team based events aswell as company wide ones. These events are held remotely and in person, to cater for all, and offer a wide range of activities.

Pricing

• Price: £0.18 a virtual machine an hour
• Discount for educational organisations: Yes
• 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 daren.bland@recarta.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.