FirstServ Ltd

Managed Firewall as a Service

Firstserv's Managed Firewall as a Service provides a secure solution to the complex and time-consuming subject of managing customer firewall(s). Datacenta validates configurations, reports vendor alerts/updates, manages and implements customer Requests for Change, monitors device availability/performance 24 x 7 and provides Incident management 24 x7. Service Reports are provided.

Features

• Configuration, monitoring and management of customer-sourced firewalls
• Configuration backups taken/stored locally and remotely
• Full change management processes, including Emergency Changes
• Monitored 24 x 7
• Incidents managed 24 x7
• Service reporting and periodic Service Reviews

Benefits

• Allows customer to focus on business-related matters, not technical admin
• Secure service from a ISO27001-accredited service provider
• Incident management 24 x7 supports round the clock services

£59 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 seb@firstserv.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

571397108935505

Contact

Sebastian Tyc
02030539704
seb@firstserv.com

Service scope

• Service constraints: Only standard backup and restore functionality is included in the service i.e. backups are taken once per day and retention is guaranteed only for 10 days. For greater flexibility and to achieve more stringent RPO/RTO objectives, customers should add Firstserv Veeam Backup-as-a-Service to their order.
• System requirements: Remote firewalls require VPN access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk operates 24/7/365 and is available at weekends. Tickets raised into our service desk are triaged within 15 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Our friendly support team are available 24/7 to monitor, advise and make requested changes to your infrastructure. We measure all response times via the myFirstserv support ticket system to ensure we deliver a fast and effective service that is second to none.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide online assistance to all customers - KnowledgeBase a collection of commonly asked questions and their answers. The myFirstserv client area offers the user the choice of browsing through the articles in our KnowledgeBase by category, popular tags or searching based on keywords they enter.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon termination of the Agreement, for whatever reason, the Customer should: - Cease to use the Services and any Software. - Backup of all Customer's data. - Erase any Software from the Customer’s systems and confirm to Firstserv that it has done so.
• End-of-contract process: At the end-of-contract agreement Firstserv shall be entitled immediately to block your Cloud Server and to remove all data located on it. Firstserv will hold such data for a period of thirty days and allow The Client to collect it at its own expense, failing which we shall be entitled to delete all such data. At the Client’s request, Firstserv will copy such data to standard USB Pen Drive and make this available for The Client to collect after seven days following termination of the agreement at no cost to The Client. However, Firstserv make no guarantees or warranties with regards to the integrity of all such data.

Using the service

• Web browser interface: Yes
• Using the web interface: MyFirstserv is the customer's web interface where they can manager all aspects of their solution - for example creating/managing/deleting/scaling virtual machines, managing reports and monitoring alerts, firewall configuration and more.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Testing against WCAG has been performed to understand requirements for MyFirstserv redesign.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Resources for customers work on an allocation based method for RAM and disk as opposed to pooling. Resource pools are used for the prevention of resource exhaustion in other areas.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: • Secure racks and/or cages; • ISO 27001 and PCI aligned Physical Security policy in all datacentres; • Backups encrypted in transit and at rest to 256-Bit AES; • ISO 27001 aligned Media Handling and Disposal Policy in place
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • 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: Firewall Configuration and Rules
• Backup controls: Through Portal Service Requests
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: IPSEC or Private circuits (CAS-T) can be deployed in order to protect data in transit.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Data is only encrypted within the customers environment or from endpoint to endpoint with the agreed encryption methods (IPSEC/CAS-T). Packets across our network are not encrypted, but seperated by MPLS label at layer three or VLAN segmentation within data centres. The network infrastructure has physical, configuration, and administrative security applied aligned to our security standards.

Availability and resilience

• Guaranteed availability: Network availability - 100% Infrastructure availability - 99.99% Availability is based on the total number of operating hours of a given calendar month and excludes planned and emergency maintenance. Service credits of up to 25% of the standard monthly support fee are payable for any month where the availability SLA is not met.
• Approach to resilience: Information included in Firstserv Physical and environmental security policy and it's available on request.
• Outage reporting: A public status page is available on the MyFirstserv website, which shows live status of our core network and infrastructure along with details of any incidents. Customer notifications are managed via our ticketing system accessible via MyFirstserv.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Firstserv have a secure password agreed with each customer in advance to authenticate that user.; • Controls in place include:; • Two factor authentication for user access;; • TLS 1.2 based traffic;; • HTTPS enforced on ITSM portal;; • Role based access controls.; • Active monitoring of authentication activity.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
• Description of management access authentication: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, FirstServ have a secure password agreed with each customer in advance to authenticate that user.; Controls in place include:; • Two factor authentication for user access;; • TLS 1.2 based traffic;; • HTTPS enforced on ITSM portal;; • Role based access controls.; • Active monitoring of authentication activity.
• Devices users manage the service through: 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Centre for Assessment
• ISO/IEC 27001 accreditation date: 18/01/2021
• What the ISO/IEC 27001 doesn’t cover: All processes are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: WorldPay from FIS
• PCI DSS accreditation date: 02/05/2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO/IEC 14001 certification

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: An ISO 27001-compliant information security management system is operational

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: Change management system operational which documents all changes, responsible parties, time of change and senior-level sign off. All changes pass through a Change Advisory Board (CAB).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability scan run once per month and critical vulnerabilities patched within 7 days. Additional vulnerability scan run after any significant change implementation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Internally designed and developed threat monitoring system is run on all infrastructure.
• 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: ISO 27001-complaint processes and systems for incident response are operational.

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: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: ISO/IEC 14001:2015 certifies that Firstserv takes its responsibilities towards the environment seriously, and we are committed to reducing our carbon footprint. We are pursuing green hosting policies, which in turn helps our customers to be greener themselves. Firstserv's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  SO/IEC 14001:2015 certifies that Firstserv takes its responsibilities towards the environment seriously, and we are committed to reducing our carbon footprint. We are pursuing green hosting policies, which in turn helps our customers to be greener themselves. Firstserv's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.

  Equal opportunity

  At Firstserv we believe in encouraging and fostering Equal Opportunities and Diversity to ensure that all job applicants, employees, suppliers and clients of the Company receive equal treatment regardless of race, colour, age, ethnic or national origins, religious beliefs, sex, trans-gender, sexual orientation, marital status, civil partnership status and disability. We also want to ensure that equality and diversity is integral to all our activities taking into account every stage of our work.

Pricing

• Price: £59 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trials are available to both new and existing customers for products that haven't previously purchased or trialed. Free trials are excluded from any SLA credits and are limited to 30 days’ based on a fair usage policy.

Service documents

• Pricing document

  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 seb@firstserv.com. Tell them what format you need. It will help if you say what assistive technology you use.