Joskos Solutions

JKloud Hosting

Joskos JKloud Hosting provides a robust hosting platform for virtual machines, data storage and traditional app delivery and hosting.

Features

• Real time reporting
• Multi region redundancy
• Rapid Scalability
• Pay-As-You-Go Options

Benefits

• Simplified Server estate management
• Ease of scalability to introduce new server resources
• Redundancy
• Ability to manage the device estate centrally

£68.62 to £551.15 a virtual machine a month

• 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 tenders@joskos.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

605681055232950

Contact

Tom Singh
07950914002
tenders@joskos.com

Service scope

• Service constraints: Services are primarily only constrained by the limitations of the technologies and client budgets, although we do our best to implement solutions to overcome the limitations where possible through comprehensive engagement
• System requirements:
  • Licences for operating systems
  • Licences for cloud services such as Microsoft 365
  • Licences for cloud services such as Microsoft Azure
  • Licences for management solutions such as Microsoft Endpoint Manager
  • Licences for specific platforms

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on the priority and urgency of the ticket we respond to tickets between 30 min and 2 hours. Priority 1 tickets our first response time is within 30 min, Priority 2 within 1 hour and Priority 3 within 2 hours. Our service desk is closed over weekends so any issues raised over a weekend are handled in the following week.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Web chat is accessed via our live webchat widget on our website www.joskos.com. This is directly linked to our ticketing system and our support desk. Customers can directly speak with one of engineers, initiate a remote session and share their screen if required directly from the chat.
• Onsite support: Yes, at extra cost
• Support levels: We can provide both a technical account manager and a cloud support engineer if required by the customer and is subject to the customers needs and budget. We can adapt our services to meets the needs of our customers and provide anything from just remote support to a fully comprehensive cloud managed service support.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a mixture of documentation, online training, videos and also onsite training and CPD which is done by our in-house team. We will conduct a service launch session online where all users are invited as this will be recorded so it can be accessed in their own time again. We provide how to guides which are saved into the service page when they login and for certain users we also have physical how to guides to place in their workplace, We can conduct bite size refresher sessions throughout the year to accomodate any new staff.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Onboarding and offboarding documentation is accessible through a secure, invite-only link to a shared workspace. This ensures that sensitive information remains protected and is only available to authorised personnel.; ; At the end of the contract we provide a full documentation pack via an encrypted and secure link and this is then provided to the customer for them to access and download all thier documentation, credentials and passwords are transferred securely using our password and credentials vault software. Once the customer has confired they have all their documentation and credentials we destroy the data in line with our data retention policy after 30 days from receiving notice from the customer.
• End-of-contract process: At the end of the contract the customer has the opportunity to either renew the contract or not. They need to provide suitable notice of 6 months prior notice to cancel the contract which will initiate the offboarding process. Should the client not wish to renew the contract then there are no fees for the offboarding process. The client will be expected to settle all payments of the service in full as per the initial contract terms. Should the customer wish to renew then we would present the new contract fees to include any adjustment in line with CPI, adapt services based on feedback etc and adjust the new contract accordingly.

Using the service

• Web browser interface: Yes
• Using the web interface: We have a client support portal which users can access via the web aligned to their work email address. This portal allows to them view, monitor, add notes and updates to tickets and track their tickets raised with our support desk as well as raise new tickets via the portal. Users are setup by our service desk and recieve a link to access the portal. Users are categorised into certain groups which determines the level of detail they can see through the cloud dashboards - i.e. Senior Management will have more detail on activity across the whole organisation as opposed to a staff member who will only see their personal ticket log.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: User can access our help centre using the https://support.joskos.com/portal/ link. Once they are signed up they can access our help topics, articles, community areas as well as raise tickets and view, monitor and respond to tickets via the help centre. As this is browser based they can use the assistive technology functions on their device and browser.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We allocate the appropriate infrastructure from Microsoft Azure datacenters to that clients organisation which does not crossover with other users/organisations. The Microsoft Azure datacentres in the UK load balance to ensure there is appropriate resource allocation between customers.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Number of active instances
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft Azure and Google

Staff security

• Staff security clearance: Staff screening not performed
• 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• 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:
  • Microsoft 365, Azure, Server level backups, database backups
  • Virtual machines can be restored down to file level
• Backup controls: As part of the backup implementation project the users will engage with our solution design team to request their preferences on the backup schedule. They are provided with suitable access to the backup console and can contact the support team in the first instance to discuss any future changes needed to their backup requirements by logging a ticket.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users contact the support team to schedule backups
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Service Level Agreements (SLA) relate to Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. ; ; The current SLA is available for download and covers Azure, Dynamics 365, Office 365, and Intune. - https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services?lang=1
• Approach to resilience: Our solutions are designed and implemented with redundancy in mind, including power. Virtual machines and infrastructure are clustered and geo-redundant where feasible.
• Outage reporting: Outages are reported through email alerts and phone call via the dedicated Service delivery allocated to each client. There is a clear plan of action and communication plan outlined at the beginning of the service going live should an outage occur.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We use Single Sign On with Multi-factor Authentication wherever possible. We also employ Microsoft Entra ID conditional access policies to enforce device heath requirements, geographical and time based restrictions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through: 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: Between 1 month and 6 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: Citation ISO
• ISO/IEC 27001 accreditation date: 28/03/2024
• What the ISO/IEC 27001 doesn’t cover: We are fully covered by ISO27001:2022 and includes all aspects of information security
• 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: The Managing Director has approved the Information Security Policy. Overall responsibility for Information Security rests with the ISMS Manager. Day-to-day responsibility for procedural matters, legal compliance, maintenance and updating of documentation, promotion of security awareness, liaison with external organisations, incident investigation and management reporting etc. rests with the ISMS Manager. Day-to-day responsibility for data protection rests with the Data Protection Officer (DPO). Day-to-day responsibility for technical matters, including technical documentation, systems monitoring, technical incident investigation and liaison with technical contacts at external organisations, rests with the ISMS Manager. All employees or agents acting on the Organisation’s behalf have a duty to safeguard assets, including locations, hardware, software, systems or information, in their care and to report any suspected breach in security without delay directly to the ISMS Manager. Employees attending sites that are not occupied by the Organisation must ensure the security of the Organisation’s data and access their systems by taking particular care of laptops and similar computers and of any information on paper or other media that they have in their possession. The ISMS Manager is responsible for drafting, maintaining and implementing this Security Policy and similarly related documents.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any configuration or change request follows our very clearly defined ISO27001 and ITIL process for change management. A change request ticket is raised in our ticketing system which is then reviewed and the CAB is setup. The request goes through the following steps to determine the risks and outline the change plan.; Scope Definition; Change Request Submission; Change Evaluation; Change Approval; RIsk Assessment; Change Implementation; Change Verification ; Documentation; Monitoring and Review; Training and Awareness; Incident Response; Continuous Improvement"
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All our services and our internal network is hosted in Azure, we have multiple redundancies in place as well as full cloud backup of all our services and data. We conduct regular penetration testing and vulnerability checks to ensure our network is secure at all times. Patches are automatically deployed and installed in real-time ensuring we are using the latest patches.; ; We get our information from the following:; NPSA; NCSC; Crowdstrike - Falcon X; Fortiguard - Threatmap"
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring approach is designed to swiftly identify and respond to potential compromises to ensure the security and integrity of our systems and data as follows:; ; Identification of Potential Compromises:; We employ a combination of automated tools and manual checks to continuously monitor our systems for any suspicious activities or indicators of compromise.; ; Response to Potential Compromises:; The incident response team follows predefined procedures and protocols to assess the severity of the incident and mitigate any immediate risks.; ; Actions may include isolating affected systems, blocking suspicious traffic, or initiating forensic analysis to determine the extent of the breach.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process is efficient and user-friendly. Users report incidents via email, phone, or our portal, following clearly communicated procedures. ; ; The company ensures employees and contractors understand their reporting responsibilities and the prohibition on attempting to exploit security weaknesses. ; ; Any observed or suspected incidents are promptly reported to the IT Department. Incident management procedures are easily accessible for quick reference. ; ; Incident reports detail the incident, actions taken, and recommendations. We prioritise transparency and swift resolution to minimise disruption.

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: Organisations using our service primarily have their own dedicated infrastructure contained within their own cloud provider tenant or on-premises which has no links to any other organisations networks.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft datacentres comply with the EU Code of Conduct for Energy Efficient Datacentres by adopting best practices that aim to reduce energy consumption and increase energy efficiency. These datacentres are designed with advanced cooling and power management technologies, as well as using renewable energy sources wherever feasible. Microsoft actively participates in industry-wide efforts to improve datacentre energy efficiency, demonstrating their commitment by aligning with standards that promote sustainability in their operations across the European Union.

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Cloud hosting in Microsoft Azure datacentres supports the fight against climate change by actively working towards net zero greenhouse gas emissions. These datacentres implement energy-efficient technologies and use renewable energy sources, reducing the overall carbon footprint of cloud services. Moreover, through the delivery of contracts, Joskos influences its staff, suppliers, customers, and communities to engage in and support environmental protection and improvement. This comprehensive approach promotes sustainability and awareness, contributing to a broader impact on climate change mitigation efforts.

Pricing

• Price: £68.62 to £551.15 a virtual machine a month
• 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 tenders@joskos.com. Tell them what format you need. It will help if you say what assistive technology you use.