EIRCOM (UK) LIMITED

Fully Managed Multi-Tenant Cloud Hosting (Digital Planet)

Digital Planet is s multi tenant cloud platform which is fully managed by our in-house solution architects. Our expert consultants will guide you to a bespoke multi-tenant cloud solution that meets the exact needs of your organisation, while ensuring security, governance, compliance, performance and availability.

Features

• Virtual Machine (VM) provisioning with granular compute resources
• Shared SAN storage with multiple performance options
• Resilient/scalable networking infrastructure (reliable data transfer/minimum latency)
• Connectivity/Access port and S2S VPN configuration
• Segregation of customer data traffic via dedicated VLANs/Firewalls/routing restrictions
• High availability and automatic failover between components
• 24/7/365 Performance and Availability Monitoring and Rapid Incident Response
• Self-service VM Management, Real-Time Dashboards/Automated Monthly Reports
• ISO27001 and ISO27000 certified
• Generalised DDOS protection to filter volumetric based attacks

Benefits

• Flexible/scalable/resilient/secure/cost effective
• Global reach with data residency guaranteed
• Full visibility/control via our CloudStore self-service portal
• Direct access to our expert Cloud Advisory Team
• The best Availability SLA in the market (99.99%)
• Full control and isolation of your workloads
• Familiar management interface for VMware administrators
• Pay as you grow with Elastic control
• We manage your infrastructure while you focus your business
• Offers seamless integration with our Global 24/7 Managed Service/SOC

£0.18 to £825.00 a unit 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 jade.johnston@eirevo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

510100148946649

Contact

Jade Johnston
07983889851
jade.johnston@eirevo.co.uk

Service scope

• Service constraints: VM Provision within the limitations of VMware configuration maximums; ; Technical support beyond availability of the OS not included; ; eir evo are not liable for the performance of 3rd party hardware/software vendors including products/services/design flaws.; ; Fair usage limitation exists to ensure unsuitable workloads are not moved to cloud storage.; ; Core infrastructure is considered to be available when:; ; 1) Internet access is available within the network; 2) Storage is available to systems; 3) Firewalls are filtering/forwarding traffic as configured; 4) VM's can be powered on; ; Out of scope/chargeable services include: project activities, batched activities, major upgrades, out of hours change requests.
• System requirements:
  • Sufficient capacity in order to meet SLA/performance/high availability requirements
  • Bandwidth must be sufficient to support connectivity requirements
  • Guest OS Compatability with VMware compatability matrix for Vsphere 7.0

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For P1 incidents e.g. hosted device or service offline we have a guaranteed 24/7/365 response time of 30 minutes. For less urgent issues our response times vary as below:; ; P2:60 minutes; P3:120 minutes; P4:240 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: No
• Onsite support: No
• Support levels: Our support is provided on a standardised basis to all multi-tenant customers on the basis of service availability/guaranteed uptime (99.99% availability SLA), with response and resolution times aligned to ITIL definitions of service impact. We therefore don't offer a tiered support model. The cost of support is included in the price of hosting.; ; All customers have access to a dedicated cloud support team of over 60 resources that are part of a shared model, which includes:; ; • 24*7*365 manned monitoring of the in-scope services ; • Service request fulfilment: Monday - Friday 8am to 6pm; • Major incident management 24*7*365; • Incident investigation and resolution: 24*7*365 ; • Planned change implementation: 9am to 5pm (can be facilitated out of hours); • Access to a Cloud Service Delivery Manager for escalations ; ; A dedicated Account Manager is assigned to each account. This is included in the price.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Comprehensive customer onboarding is provided as part of the required Transition Project, including remote demos of the Self-Service Tool and Call Logging System.; ; As all other functionality is provided “as a service” by our expert Cloud Operations team, no further training is required to use our service.; ; Technical Service Manuals created as part of the Transition project are made available to our own engineers as well as nominated customer technical staff.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Eir evo follows a comprehensive Exit Management process which includes full transfer of customer assets back to the customer or nominated third party, including documentation (technical, reports, contracts etc.), data (ticketing exports) and virtual or physical assets e.g. VMs, backups, licenses, routers, tapes etc. As part of the onboarding and prior to implementation of the service, eir evo will provide a documented offboarding strategy and highlight costs/penalties that would be incurred (if any) during this offboarding process.; ; Various formats and mechanisms (export to encrypted media, migration, replication, backup&restore etc.) are catered for and the best approach can be discussed at offboarding. ; ; The cost of data-transfer and subsequent deletion/service offboarding is included. Supply of encrypted media, courier/shipping costs etc are not included and must be organised by the customer. Additional Professional Services (beyond handover of assets and service offboarding) is not included but can be facilitated.
• End-of-contract process: Eir evo provides a full Exit Plan as standard to ensure proper handover of any service and knowledge which covers:; ; 1. Transition planning and preparation; 2. Data extraction and migration; 3. Resource decommissioning and clean-up; 4. Contractual closure and compliance assurance; 5. Knowledge transfer and documentation; ; In the event that a client exits the agreement, we will provide the following assistance without additional cost or delay:; ; • Delivery of full documentation held in relation to the environment. This includes technical description of the environment, run books, ticket history and critical systems analysis.; • All Data held on behalf of the client via encrypted media; • Full access to the systems, both remote and physical; • Straight-forward extraction of systems from an eir evo cloud environment; • Technical support workshop of the new incumbent to answer any technical questions regarding the environment; • Support of a staged move if requested; Support for gradual wind down of data retention if requested; • Certified destruction of tapes; ; Transfer/migration of data to the data centre is included within the cost, however any additional professional services required to set up and configure your new environment would incur an additional cost.

Using the service

• Web browser interface: Yes
• Using the web interface: We have developed our Cloudstore portal to provide clients with complete visibility/manageability of their environments and associated costs. ; ; Through the portal customers can:; • Create, view and manage virtual machines, networks etc.; • View infrastructure, patching, Backups and DR performance, monitoring and alerting in real-time; • View executive dashboards, utilisation and Cloud Billing; • Interact with current and historic dynamic Service Performance Reporting packs (Power BI); • Log, review, and update incidents and service requests; • Access technical documentation; ; eir evo’s Cloudstore allows customers to consume and to interact with our products & services, including as a multi-cloud provisioning portal across Digital Planet’s Enterprise Cloud, Azure, and any VMware private cloud. ; ; Virtual Machine provisioning and management is the core feature around which the product was built. Authorised customer staff will be able to add remove and modify virtual servers via Cloudstore. They can choose to deploy from our content catalogue of vanilla operating system templates, which are patched with the latest patches, or choose from an Operating System template that is a saved customised image for that customer. ; ; Requests for additional services or more complex requests or configuration changes must be logged with the Service Desk.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: As it is accessed through web browsers, customer can leverage the assistive features of their web browser when accessing our web interface.
• Web interface accessibility testing: No testing has been completed to date.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: To deliver 99.99% availability and performance SLA’s, our Managed Cloud Operations team continually monitor capacity and performance of the overall multi-tenant solution.Digital Planet operates with 30% spare capacity at all times and predicative analytics on capacity trends trigger automatic provisioning of resources to meet our SLA. ; Using resource allocation policies and resource segregation we seperate customer resources and capacity, which is also mapped with a minimium resource allocation based on customers deployment. Dynamic instance provisioning calculates the minimum number of instances to meet demand to provide auto-scaling, flexible resource provisioning while ensuring the performance SLA for each individual customer.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • Other
• Other usage reporting: Our best in class monitoring tools will trigger an automatic email notification to your nominated contact as well as our Manged Services Team. Where there is a risk of an imminent capacity related service issue our 24/7 monitoring team will contact you directly and/or implement pre-authorised remediations e.g. additional storage. ; ; In addition the capacity of your environment is included in the standard monthly reporting pack and as part of regular service reviews capacity trends and anticipated demand is discussed and planned for.; ; Capacity can also be viewed in real time via our web portal CloudStore.

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Bandwidth utilisation
  • IOPS
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

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: European Economic Area (EEA)
• 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 every 6 months
• 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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We ensure logically separated tenants on our private cloud platform using virtual private datacentre (VPC). VPC is a software-defined network that allows us to create segmented stores volumes to isolate customer data.
• Data sanitisation process: Yes
• Data sanitisation type: Hardware containing data is completely destroyed
• 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:
  • Files
  • Virtual machines
  • Managed Disks
  • SQL databases
  • Application aware image level backups
  • Network device configurations as part of change control
  • System State
  • On-premises - back up files, folders, system state
  • Log Files
  • Office 365 backup
• Backup controls: Customer requirements are discussed, implemented, tested, onboarded into service and documented at transition and can be subsequently amended via Change Request during Service Operation.
• 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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: We ensure logically separated tenants on our private cloud platform using virtual private datacentre (VPC). VPC is a software-defined network that allows us to create segmented or micro-segmented network domains to isolate traffic flow between different compute environments and cloud services as well as to join segments when needed in safe and limited ways

Availability and resilience

• Guaranteed availability: All Digital Planet services are delivered to a guaranteed 99.99% availability SLA. ; ; This SLA extends to each individual VM.; ; Each time an unavailability event occurs, a report detailing the event and the duration of the unavailability is sent to the customer for discussion/agreement. ; ; These reports then form the basis of any Service Credits or Fees initiated by the customer as a result of unavailability.; ; Availability statistics are collated over the Monthly reporting period to give a percentage Availability figure.; ; Note that scheduled outages will not be counted as periods of unavailability.; ; Credit will be provided in the form of a discount on the following quarters invoice where applicable.
• Approach to resilience: Our selected datacentres are built and operate at a level that equals or exceeds the recognised Tier 3 datacentre standard, with standard features such as: ; ; • Multi-layer physical security including palisade fencing, motion detection in the surrounding grounds, 24/7 manned security, man-traps for access to secure areas, photo-ID requirements, RFID access to pass through the datacentre and locks for access the eir evo area of the datacentre. ; ; • Resilient Power: Dual separate power feeds to each rack, backed by dual UPS supply and N+1 generators with multiple fuel delivery supplies in the event of a power outage. ; ; • Tier 3 data centres where all components are designed and equipped to the highest industry standard including: uninterruptible AC power supplied, fully fault-tolerant including uplinks, storage, automatic fire extinguishing equipment with three types of sensors detecting smoke and fire at multiple levels, chillers, backup generators, access control, security systems and multiple redundant fibre connections to all major carriers. ; ; • Multiple network providers: Facilities for connectivity to external providers: Our datacentres are all provider agnostic with access to 30+ network providers; including dual access ducts to the building and diverse fibre routes from the area.
• Outage reporting: Through Cloudstore, we have complete monitoring of all critical components such as workstations, servers, applications, websites, network services and devices, cloud services, routers, disk space, performance metrics, email, internet usage and security aspects. Automatic alert escalation capabilities of incidents and requests to support team or third party if necessary. We have a major incident management process where we communicate directly with the affected customers. All customers hosted in our Digital Planet multi-tenant are contacted at a minimum via an email alert to the nominated contact, and by phone where feasible.

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: Management access is entirely segregated. Least privileged access control with MFA.
• Access restriction testing frequency: At least every 6 months
• 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)
  • 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 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: 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: Certification Europe
• ISO/IEC 27001 accreditation date: 15/06/2018
• What the ISO/IEC 27001 doesn’t cover: Eir evo IT Managed Services, Managed Security Services and Managed Cloud Services, including the people, processes, and technology are all included within the scope of this accreditation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: We are ISO 27001 accredited which is the International Standard we follow for Information Security. This certification dictates mandatory dedicated Information Security policies which are in place and which align to the companies Information Security framework. Policy compliance is ensured via internal documentation controls managed by the Quality & Compliance team along with control owners across Information Security operations. The ISO 27001 certification is externally audited every 6 months where documentation and policy management and adherence is a key audit control. Our Internal audit function also underpins policy adherence along with a robust employee security and policy awareness programme.

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: As part of our ISO 20000-1 & 27001 accreditation, Change Control is critical in all aspects of our operational security/configuration and change management processes. Change Management is an intrinsic part of our organisation, we identify changes daily and ensure good practice is followed whilst implementing change. While this is an overview of our Change Management Process, please note that this process is aligned to our ISO processes. The processes of change, configuration, release, and deployment are via a single software tool for the raising and processing of change requests.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability and Patch Management Policy is in effect to identify, assess, report and treat vulnerabilities. Vulnerabilities identified are rapidly patched across all computing devices, applications, and systems via patching toolset that is in place. Updates are applied daily, weekly, and monthly as per the patch management schedule. Quarterly vulnerability scanning process is in place to include a minimum annual network penetration test. Horizon scanning process in place via the eir evo Security Operations Centre team to proactively detect emerging threats using market leading tools.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Systems are monitored 24*7 by our network operations centre (NOC), utilizing specialized monitoring and alerting tools. These tools constantly monitor for anomalous behaviour The security of all systems are monitored by the eir evo SOC, whereby eir evo is considered a customer like any other. The eir evo SOC interacts with the NOC through internal OLAs, ensuring there are clear and unambiguous lines of communication and collaboration between the teams. Analysis of security logs and User Behaviour Analytics (UBA) for anomalous activity informs the SOC analysts of any potential issues that should be identified.
• 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: Incident Management and Response processes and procedures are in place as per the controls implemented for our ISO 27001 and 20000 certifications, covering the management of Information Security, Service Management and Major Incidents. Processes in place cover the planning and preparation for monitoring, detecting, analysing and reporting of such incidents to include the communication framework and reporting of incidents during and post the event. This includes root cause analysis reports and trending. Annual table-top exercises take place to further test these processes in addition to presentation of Incident management controls at external and internal audits throughout the year.

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: VMware
• How shared infrastructure is kept separate: Organisations sharing the same infrastructure are kept apart using dedicated compute hosts or different clusters. Using logical separation of VMware- workloads will also meet security obligations such as compliance.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Datacentres adhere to the EU Code of Conduct. These use renewable energy and greenhouse gas emissions across Scope 1, 2 and 3 are third-party verified each year to ISO 14064-3 limited assurance standards.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  eir evo already purchases 100% of its energy from renewable sources, but given recent concerns around the impact of data centres on the electricity industry, was keen to do more to lead the way and to prove that the telecoms industry can work in partnership with the energy sector.; ; Using GridBeyond’s AI-powered platform, eir has been able to tap into its energy flexibility on its sites across Ireland and provide power to the grid at times of stress, earning the organisation new revenues without impacting service to its customers.; ; eir’s current goal is to reach net zero by 2050, it is trailing innovative programmes to cut carbon from its operation with a goal of moving this date forward. Not only has eir been able to support the electricity grid operator manage the integration of renewables into the power mix, but revenues earned from its participation is providing funding to invest in critical infrastructure and in new projects that will further demonstrate its commitment to the environment and community.

  Covid-19 recovery

  eir evo have committed to a number of measures to help people stay in touch and work from home during and after the Covid-19 pandemic. To help customers remain connected during the crisis, eir Evo will engage with any customer who contacts them who is in financial difficulty due to Covid-19 and has difficulty paying their bills to agree on the best way of keeping them connected voice and data. Eir Evo has also launched the Office Pass App solution, helping organisations return quickly to a safe hybrid working environment, offering an example of its customer-first approach to solution development. It has many added benefits, including visual cues for co-worker office days, promoting carbon neutrality and helping with effective social distancing.

  Tackling economic inequality

  eir evo has committed to 40 new positions in Northern Ireland in areas such as IT security, cloud services and software development, while further roles are expected to be added. We also work with not-for-profit organisations across various social issues, including homelessness, employment and educational support in disadvantaged areas. We have had the opportunity to meet and work with new groups that are effecting real positive change in the community every day.

  Equal opportunity

  As part of our Social Value, "Equal Opportunity", we ensure that the benefits of diversity can be felt throughout the business. An example is a recently published first gender pay gap report which identified the difference in the hourly wage of men and women, outlining the size and cause of eir evo gender pay gap. This report set out plans to address the gender pay gap, through which eir evo will track progress and ultimately ensure that we do not have a pay gap in our organisation in the future. Even though the report identified it was below the national average gender pay gap, eir evo intends to further reduce it.

  Wellbeing

  We provide many Wellbeing Programmes. For example, 1. "Employee Assistance Program", a completely free and confidential service where we are proud to offer round the clock support to all employees. The Employee Assistance Program (EAP) is accessible to employees in person, by phone, or on the web; financial, legal, and health coaching is available in addition to counselling services. 2. "eir Wellness, Live Life, Live Well" aims to educate and empower employees to make lifestyle changes that benefit themselves and their families and ultimately benefit the business. 3. "Cycle to work scheme," where we provide the option to purchase a bicycle and cycle safety equipment tax-efficiently. As part of our Social Value, "Wellbeing", we promise to continue with these commitments creating the best possible workplace for our people. In addition to above we recently introduced a number of new policies designed to assist employees at times where they may need additional support and was one of the first companies to provide both a Fertility Policy and a Pregnancy Loss Policy, alongside the introduction of other supports relating to Menopause and Domestic Violence.

Pricing

• Price: £0.18 to £825.00 a unit 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 jade.johnston@eirevo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.