CGI

Managed Public Cloud Service

CGI’s Managed Public Cloud Service delivers commodity-priced approach to managing and maintaining public cloud hosted services (e.g. Azure, AWS, GCP) for our customers. We will take-on the design, implementation and management burden and help free-up customers’ technical resources allowing them to concentrate on helping grow and improve their businesses.

Features

• Monthly utility platform with aggregated hourly billing based on usage
• A Single Point of Contact for multiple cloud providers
• IT department delivered alongside Public Cloud resources
• A variety of service options to suit clients’ needs
• VMs managed from UK sovereign NOC. Offshore option if required
• SLA's offers infrastructure up to 99.95% availability
• All services backed up by CGI’s UK 5* Service Desk
• 24x7x365 monitoring of systems with real-time alerting
• Adherence to governance, regulation, compliance
• Granularity of options to match cloud utility environment types

Benefits

• Enhanced security provision through greater visibility
• 24x7x365 monitoring of systems with real-time alerting
• Adherence of governance, regulation, compliance
• Greater choice of options to suit workload & environment types
• Hourly based consumption pricing, reported and charged monthly
• Greater agility and automation
• Onshore or offshore support options
• Includes in-country, UK-based hosting
• Known, commodity pricing

£39.19 a virtual machine

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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

464059615263712

Contact

CCS Frameworks Team
08450707765
uk.gen.ccsframeworks@cgi.com

Service scope

• Service constraints: Handle and process data up to GSC OFFICIAL
• System requirements:
  • Buyer has appropriate Public Cloud provider support agreement in place
  • Or leverage CGI's agreement at a small additional cost

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 30 minutes
• 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: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: End users can access webchat functionality via Amelia, which will be available via plugin to MS Teams. Amelia will transfer to a live agent if the issue cannot be resolved.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Full support of CGI services are provided as standard via the CGI Service Desk. The Service Desk is 24x7x365 and is resourced with 1st/2nd line technical support engineers to support Cloud instances and a range of technologies hosted on those cloud instances. The service desk has direct escalation to 3rd line support and onward escalation to product vendors.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: 1. Through Consultation and engagement; 2. Our Service includes the provision of up to 10 Virtual Servers for Management or workload purposes. These include Active Directory for user and device management and terminal services to allow management of the Public Cloud entities to be managed
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Should a client wish to exit the service entirely a formal Service Request will be required. This will instigate the Off-Boarding processes.
• End-of-contract process: A client specific project will be initiated in order to ensure all data, communication lines, trusts and certificates are correctly managed. This will be scheduled in agreement between the client and CGI

Using the service

• Web browser interface: Yes
• Using the web interface: It is the same interface as provided by Public Cloud provider.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Refer to Public Cloud provider.
• Web interface accessibility testing: None - web interface is managed and maintained by Public Cloud provider.
• API: Yes
• What users can and can't do using the API: Actions that you can perform by the GUI can be achieved via API. ; ; e.g. Microsoft Azure provides a range of native APIs using Visual Studio and PowerShell.
• API automation tools: Other
• Other API automation tools: The Service Management API is a REST API
• API documentation: Yes
• API documentation formats: HTML
• Command line interface: Yes
• Command line interface compatibility: Other
• Using the command line interface: E.g. The Native Microsoft Azure add-in for PowerShell provides a comprehensive command-line interface for managing services in Azure

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: For Virtual Servers, CGI provide detailed Availability and Capacity Planning metrics. CGI can also implement features such as scale sets and auto scaling to ensure appropriate capacity is available to meet the workload
• Usage notifications: Yes
• Usage reporting:
  • Email
  • SMS
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics: This is configurable depending on the service in question
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Public Cloud, IaaS, PaaS and SaaS

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Yes
• What’s backed up:
  • CGI manage the backup of VM data disks
  • Data types - compressed, encrypted, sparse, compressed and sparse
  • SQL data
  • Virtual Machine Data Disks
• Backup controls: Backup schedules and arrangements will be agreed during transition. e.g. SQL Database can automatically perform a combination of full database backups weekly, differential database backups hourly, and transaction log backups every five minutes to protect your business from data loss. ; Backups can be stored in geo-redundant storage for varying duration dependent upon service tier.
• Datacentre setup: Multiple datacentres
• 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: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Regional pairs are enabled by default in Public Cloud Storage, helping to ensure that applications are resilient during datacentre failures. Regional pairing asynchronously replicates data from a primary location to a secondary location within the same region. A region is an area within a geography containing one or more datacentres.
• Approach to resilience: Applications resiliency helps ensure that during either a planned or unplanned maintenance event, at least one virtual machine will be available and meet the 99.9%
• Outage reporting: The console provides alerts for IaaS, PaaS and SaaS by email as default. In addition, CGI can provide proactive alerting solution for Public Cloud using webhooks. This takes the URL calls produced by webhooks and can deliver alerts in 3 ways:; • Email to a resolver group; • Direct import to CGI's enterprise ITSM tool, Remedy. This raises a ticket targeted at the resolver queue embedded in the URL call; • Integration with CGI's enterprise control bridge; In addition, CGI also provide Virtual Server OS health monitoring. This also extends to a range of other technologies such as:; • MS SQL database; • Internet Service Monitoring – IIS, Apache, Tomcat; • Integration of 3rd party solution (WUG, Nagios, IBMD, HPOV, WUG, SPLUNK, Ops centre, MySQL etc.)

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: CGI members requiring access to customer's resources and environments within Public Cloud use a secure site-site VPN to establish a secure connection. Credential authentication is done via Active Directory installed as part of the initial service setup for each customer and is unique to them.
• Access restrictions in management interfaces and support channels: CGI members requiring access to customer's resources and environments within Public Cloud use a secure site-site VPN to establish a secure connection. Credential authentication is done via Active Directory installed as part of the initial service setup for each customer and is unique to them.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Dedicated link (for example VPN)
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: Intertek Certification Limited
• ISO/IEC 27001 accreditation date: 07/04/2021
• What the ISO/IEC 27001 doesn’t cover: Nothing. The certification covers " The provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security in accordance with the Statement of Applicability version 6, dated 24th August 2020."
• 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: Our security, information security and data protection management system for CGI is established through the Enterprise Security Management Framework (ESMF). The framework applies to the work we conduct for ourselves and for clients under UK contracts. All CGI UK members and contractors are expected to comply with its principles and processes. ; ; The ESMF is comprised of: ; • A first level suite of security policies and security requirements that apply across the CGI enterprise. ; • A second level set of standards set out how these policies and requirements are met, these being detailed within the following operational categories:- ; Access Control- Operations- Technology- Applications- Data management- HR and Organisation- Physical; ; Microsoft uses OSA to minimize risk by helping to ensure that on-going operational activities follow rigorous security guidelines and by validating that guidelines are actually being followed effectively. When issues arise, a feedback loop helps ensure that future revisions of OSA contain mitigations to address them.

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: Good configuration management processes ensure that knowledge of the assets which make up the service, along with their configuration and dependencies, are known and accurate. ; Good change management processes ensure any changes to the service (which could have an effect on its security) are identified and managed. They should also lead to detection of unauthorized changes.; CGI has a robust configuration and change management process that defines the configuration plan, deliverables, roles/people responsible and the change process to be followed if deviation from standard configuration is required. Deviation (change) requires signoff from both client and CGI and is closely tracked.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management. Occasionally, vulnerabilities will be discovered which, if left unmitigated, will pose an unacceptable risk to the service. Robust vulnerability management processes are in place within Public Cloud provider services to identify, triage, and mitigate vulnerabilities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: CGI provide Pro-active system monitoring linked to our control bridge. This helps ensure the effectiveness of the controls that are adopted and to verify conformity to the Public Cloud provider and CGI security policies/ standards. ; ; CGI will interface with the Public Cloud Provider protective monitoring SIEM tool which will detect and respond to attempted and successful attacks, misuse, and malfunction.
• 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: CGI operate an ITIL aligned incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities, clear policies and associated KPIs. ; CGI provide a single point of contact for any issues related to the Public Cloud platform. Regardless of the Public Cloud support agreement owner (CGI or the customer), CGI can open and track incidents against on the buyer's behalf .

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: Hyper-V
• How shared infrastructure is kept separate: Public Cloud is designed to help identify and counter risks inherent in a multi-tenant environment. Data storage/processing is logically segregated among consumers of Public Cloud using Active Directory and functionality specifically developed for multitenant services, which aims to ensure that consumer data stored in shared data centres is not accessible by another organisation. In Public Cloud, one customer’s subscription can include multiple deployments, with each deployment containing multiple VMs; providing network isolation at several points:; Each deployment is isolated from other deployments. Multiple VMs within a deployment are allowed to communicate with each other through private IP-addresses.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: CGI has been registered on this code since 2015 for its data centres in South Wales.

Social Value

• Fighting climate change:

  Fighting climate change

  CGI is passionate about protecting the environment. Our UK corporate policy, backed by Science Based Targets (SBTs), is to be Net Zero by 2026 and to be operationally Carbon Neutral by the end of 2022.; ; We commit to:; - Achieving Net Zero, based on SBT measures, no later than 2026.; - Extending the climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026.; - Applying our environmental programme ‘No Planet B’ to each opportunity. As part of ‘No Planet B’ we engage with our members, clients, suppliers and communities, to identify and deliver additional benefits including tree planting and canal restoration projects.; ; We have appointed a UK programme manager to deliver against our Net Zero targets. Alongside our absolute emission targets for operations (Scope 1 and 2) and business travel (Scope 3), we have set a supplier engagement SBT. We will engage with and support all UK suppliers ensuring they are on a Net Zero journey. We will include clients and suppliers in our No Planet B programme to collaborate and develop new initiatives aligned with their priorities. ; ; A contract specific Sustainability Plan and reporting metrics will be developed for each engagement, aligned to the targets in our overall Carbon Reduction plan. Using established data gathering and reporting processes, we will report annually against our commitments and metrics. ; ; When managing Cloud services for Clients we seek to right-size the deployment and to align the resources provisioned with demand. This minimises the environmental impact by only provisioning what is required whilst also effectively managing the cost to the Client.
• Covid-19 recovery:

  Covid-19 recovery

  CGI is committed to continuously improving workplace conditions and to support the COVID-19 recovery effort. Many of our teams involved in delivering these services operate effective blended remote working arrangements which helps manage social distancing constraints and reduces unnecessary travel and associated environmental impact.
• Tackling economic inequality:

  Tackling economic inequality

  CGI is committed to ensuring careers in STEM are accessible for all. We will continue to provide a range of new employment and training opportunities which include professional, graduate and apprenticeships. To create new skills in the IT industry, we offer a range of IT-based apprenticeships and partner with various university training partners to deliver our Technology Industry Gold accredited Degree Apprenticeships.; ; We proudly support social enterprises FastFutures and Bounceback, providing mentoring, CV writing and interview skills to young people and prison leavers, enabling them to become work-ready. CGI’s EmployABILITY programme helps underrepresented students to build skills needed to pursue a successful career in STEM, through mentoring provided by our members. ; ; CGI is supporting the Government’s priority to grow and diversify supply chains by working with a variety of partners. The majority of the 1,600 suppliers we use to support the delivery of services to our clients are UK based organisations, with over 600 Small and Medium Enterprises (SMEs). We are a Member of the Business Disability Forum and are signatories of the Prompt Payment Code.; ; We select our suppliers based on not just technical merit and capability but also alignment with our vision and goals. Our procurement process develops a deep understanding of each new supplier through a materiality rating checklist. All our preferred suppliers are audited against these checks annually, and actions are taken if a supplier’s rating drops.; ; Throughout our engagements, any change control will include a check on potential inclusion of SME, Social Enterprises or new businesses. This will include advertising opportunities on Contract Finder. We also welcome input from our clients, as they are often approached directly and have valuable insight in supplier offerings. ; ; For transparency we will report on the number, value and proportion of contract spend being undertaken by SMEs and Social Enterprises.
• Equal opportunity:

  Equal opportunity

  At CGI we encourage diversity in our workplace and inclusivity at work is one of our priorities.; ; We commit to:; - Continuing to measure and reduce our Gender and Ethnicity Pay Gap; - Publishing our disability metrics; - Inclusive and accessible recruitment practices; - Investing in training and progression ; ; CGI are proud of the progression with our Gender pay gap figures. While our ethnicity pay gap is relatively small, we know that a higher representation of minority ethnic employees at senior levels will reduce it further. This is now one of our main objectives. We recently updated our systems, enabling our members to declare whether they consider themselves to have a disability. We will publish this data through the Voluntary Reporting Framework.; ; We will invite all employment applicants to complete a Clear Talents profile, an easy-to-use tool that helps us to treat candidates fairly; accommodating any requirements they may have. We revisit Clear Talents once candidates join to identify potential further adjustments to their working environment, providing Disability Passports if a long-term adjustment is required. We will promote our vacancies with specialist business communities including networking hub for LGBT+ professionals, myGWork, and disability job board, Evenbreak.; ; CGI invests in a minimum of two weeks training and personal development each year for every member. Using Academia, our platform of comprehensive learning content and tools, members can follow various learning pathways leading to certified qualifications. ; ; We will report our mean and median percentage pay gaps annually and provide confirmation of publishing of disability metrics via the Voluntary Reporting Framework annually.; ; We do not tolerate modern slavery in any part of our business or supply chains. This is reflected in our published Modern Slavery Statements.; ; Our reporting commitments, both contractual, statutory and voluntary will deliver significant transparency against our Equal Opportunity responsibilities.
• Wellbeing:

  Wellbeing

  At CGI, we are proud to care about our members. However, wellbeing isn’t an issue exclusively concerning our business; we are equally committed to supporting the wellbeing of the communities in which we operate too. We achieve this by:; - Training our members in Mental Health First Aid; - Extending health and wellbeing initiatives with our clients and suppliers; - Collaboratively identifying initiatives to support local communities; ; CGI are a signatory of the 'UK-wide Mental Health at Work Commitment' curated by the mental health charity 'Mind'. We will continue to invest in training to expand upon our 300 plus UK members who are already certified Mental Health First Aiders (MHFAs). These certified members have developed a strong support network for their colleagues. To supplement this and drive the integration of best practice for physical and mental health, we will provide all our members with access to ‘Oxygen’, our online wellbeing centre of expertise. ; ; We will invite our clients; suppliers and communities to participate in our health and wellbeing initiatives, such as our ‘MoveSpring’ step challenge (measuring steps taken) and delivering tree planting and canal restoration days to local communities. ; ; CGI provide all our members with at least one day’s volunteering to support local initiatives or charities, making a significant difference to the communities in which we live and work.; ; We will work collaboratively with our clients and suppliers to identify opportunities to support local communities. An example of our commitment to wellbeing in the community is the way in which we support and sponsor local community groups and sports clubs nominated by our members. Over the last year we have sponsored kits for more than 500 different clubs and groups.

Pricing

• Price: £39.19 a virtual machine
• 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.