CDW Limited

CDW UKCloud Private Cloud for Compute Elevated OFFICIAL

Our private cloud service is designed for the UK Public Sector and is compliant with GDPR and suitable for OFFICIAL workloads, based in UK Crown hosting datacentres. The private cloud service provides an isolated single-tenant environment that can be designed specifically for your private cloud compute or Storage workload requirements

Features

• Private cloud single-tenant compute solution provides stronger isolation assurance
• Optimised for OFFICIAL and the 14 NCSC Cloud Security Principles
• Disaster tolerant - two UK data centres separated by 100KM
• Flexible Connectivity options: internet, PSN, N3/HSCN, Janet
• HybridConnect, connect over leased line, MPLS or CPA Encryption
• Available using VMware, OpenStack, Oracle or Azure technology
• Build and configure VMs via secure self-service portal & API
• UK Sovereign alternative to AWS. Data never leaves the UK
• Cross-domain functionality: controlled access between internet and Elevated domains
• Private cloud Integrated with UKCloud's Protective Monitoring service

Benefits

• Security Assured; hosted in the UK by SC cleared operatives
• Highly scalable private cloud, private compute dependent on needs
• Procure private cloud, private compute as either CAPEX or OPEX
• Offers unique hardware configurations (e.g. high performance compute)
• Green; based in UK facilities which offer market leading efficiency
• Choose the technology required as part of your multi-cloud solution
• Service is presented through to the UKCloud Portal
• Automated Backup options available by UKCloud
• Dual site private cloud resiliency option available
• 99.99% Private cloud availability as standard

£150 a virtual machine 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

620895514787311

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

Service scope

• Service constraints: Support for specific hardware configurations only; UKCloud must be named agents for all support and maintenance contracts; UKCloud data centre access is available to UKCloud staff only ; Must include specified top-of-rack/end-of-rack network switches ; Switches will be designed, implemented and managed by UKCloud; UKCloud provides no SLA or warranty related to performance
• System requirements:
  • Customers will require appropriate network connectivity
  • Customer responsible for data security over their connectivity method

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets are responded to on a priority basis. We aim to respond to ALL initial questions within 15 minutes during normal business hours and High Severity tickets will be answered 24/7
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Slack is accessible via any web browser that supports HTML5 and is also accessible programmatically via its API. Alternatively, Slack can be used via its own desktop client.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: UKCloud's standard support includes Customer Success Managers, Technical Account Managers, Support Engineers and a 24/7 Network Operations Centre. We aim to respond to ALL incidents and requests within 15 minutes 24/7, with a priority on resolving P1 incidents.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All new customers are assigned a Customer Success Manager that will provide proactive support and advise for the first 90 days. This also includes the assistance from devops and cloud architects to ensure the right solution is provisioned and maximised for the workloads, along with a range of user guides.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Video
  • Audio
  • Webinars/Webex
  • Presentations
• End-of-contract data extraction: The customer has complete autonomy of how data is stored and managed within their virtual environment. Data can be extracted either from within the VM (for example, copying data over virtual networks), or the entire VM (for example, exporting as a VMDK or OVF).
• End-of-contract process: We will return all your data and materials which cannot be deleted or exported by you, and securely destroy all copies of your data on your written instruction. We will return any pre-paid sums for services not delivered to you. We will not penalise you for terminating your contract with us unless specifically stated in the Service Definition. We will also return all of your confidential information, unless there is a legal requirement that we keep it.

Using the service

• Web browser interface: Yes
• Using the web interface: We provide a control panel allowing users to provision, manage and decommission various aspects of this service. It also allows users to interface with the UKCloud service management system including raising tickets and requests. The web interface also provides access to a comprehensive set of documentation and videos. Launch, manage and delete virtual network, compute and storage resources. Display network topology. Manage images including creation and recover of backups. Control access and security including key pairs, API access and floating IPs. Manage load balancers.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The web interface is accessible using the most common web browsers and is delivered over various public and private networks including the internet, PSN, N3/HSCN and Janet. The web interface is protected by standards-based encryption, two-factor authentication and optionally IP address restrictions. The web interface is entirely HTML5 and does not require any auxilary plug-ins, therefore the web interface is accessible by any modern day desktop or mobile internet browser able to support secure HTTPS connections.
• Web interface accessibility testing: None
• API: Yes
• What users can and can't do using the API: You can use API calls to create, manage and monitor Service Requests and view information about the components of your environment. We provide native access to underlying OpenStack APIs allowing fully programmatic control of all virtual resources such as virtual compute, storage and networking. These APIs are compatible with a wide range of open source tools such as Terraform and platforms such as AWS S3.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: Jenkins
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: Customers can fully manage their virtual infrastructure resources including compute, storage and networking, including management of virtual images, programmatically or manually via the CLI

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Private Cloud Compute Assured is a single tenant environment where the service is not affected by the demands of other users. We do have resource reservations and shares on our connectivity services that are not dedicated to our customers - such as internet bandwidth. In addition, the capacity planning team ensure that connectivity usage in terms of all resources are constantly monitored and increased accordingly to demand
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Number of active instances
  • Other
• Other metrics:
  • User quotas
  • IP Management
• Reporting types:
  • API access
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: UKCloud

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: 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
  • Other
• Other data at rest protection approach: Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: The service is able to backup virtual machines and data.
• Backup controls: Done either via the API or the UKCloud portal
• Datacentre setup: Multiple datacentres with disaster recovery
• 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:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Other
• Other protection between networks: We offer the choice of connecting: ; • Via the internet using additional encryption such as TLS 1.2 ; • IPSec VPN tunnels; • Via private networks such as leased lines or MPLS; • Via public sector networks such as PSN, N3, Janet
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: We use dedicated CAS-T circuits between each of our sites to ensure the protection of customer data in-flight. We additionally encrypt this data within our Elevated OFFICIAL platform. All data flows are also subject to our protective monitoring service.

Availability and resilience

• Guaranteed availability: 99.99% - Availability indication is based on an average 730 hours per month. Excludes planned and emergency maintenance.
• Approach to resilience: A number of options enable you to build resilience into your applications. We offer Private Cloud Compute from two geographically distinct sites, both located in the UK and separated by over 100km for excellent geo-diversity.
• Outage reporting: All outages will be reported via the Service Status page and the notifications service within the UKCloud Portal. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Other
• Other user authentication: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
• Access restrictions in management interfaces and support channels: Customers have the option to raise a support request via telephone or email. UKCloud will always authenticate the identity of the user by validating known phone numbers and asking them for specific characters within their pre-agreed memorable word. The management interfaces are only available on the UKCloud network.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • 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)
  • 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: 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: Lloyds Register (LR)
• ISO/IEC 27001 accreditation date: 8th May 2021
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28th October 2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Nothing
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • UKCloud - ISO27018
  • ISO9001
  • ISO20000
  • UKCloud - ISO27017
  • UKCloud - CISPE Code of Conduct Certification

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: CSA STAR, ISO27001, ISO27017, ISO27018 and ISO20000
• Information security policies and processes: UKCloud has a number of inter-connected governance frameworks in place which control both how the Company operates and the manner in which it delivers cloud services to its customers. These have been independently assessed and certified against ISO20000, ISO27001, ISO27017 and ISO27018 by LRQA, a UKAS accredited audit body. The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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: UKCloud has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard. Formal configuration management activities, including record management and asset reporting, are monitored and validated constantly, and any identified discrepancies promptly escalated for investigation. A robust, established process for the formal submission of change requests is mandated prior to review and approval of the daily Change Advisory Board, which is attended by a quorum of operational and technical management personnel.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment. Our approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups. Any alerts generated are logged and investigated 24x7.
• 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: UKCloud has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by UKCloud personnel, and incidents identified and reported to UKCloud by its customers and partners. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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: As the solution is based on private isolated hardware, there is no issue regarding the segregation of users.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: UKCloud’s services are CarbonNeutral® cloud services. We achieved this certification by working with Natural Capital Partners to measure and reduce our CO2 emissions across all sources used to deliver our cloud services to our customers. These include direct emissions from all owned or leased stationary sources that use fossil fuels and/or emit fugitive emissions, and emissions from the generation of purchased electricity and steam (including transmission and distribution losses) to power our servers. For our cloud services to achieve CarbonNeutral® status, an independent assessment of the CO2 emissions produced from direct and indirect sources required to deliver them was carried out, followed by an offset-inclusive emissions reduction programme. This means that for every tonne of greenhouse gas emissions we produce in delivering cloud services, we buy a verified carbon offset which guarantees that an equivalent amount of greenhouse gas emissions is reduced from the atmosphere through a renewable energy or clean technology project.

Social Value

• Fighting climate change:

  Fighting climate change

  Whilst carbon is of significant global importance, the UKCloud sustainability agenda moves beyond ensuring CarbonNeutral® cloud services. We recycle almost 100% of hardware (excluding hard drives) and have a highly respected reputation across our sector as disruptors and champions of leading the way towards sustainable cloud solutions. UKCloud achieved its certification by working with Natural Capital Partners to measure and reduce their CO2 emissions across all the sources used to deliver cloud services to our customers. UKCloud has a stated goal of deepening its commitment to sustainable technology, by becoming a carbon negative organisation at no extra cost to public sector organisations. UKCloud’s mindset is very simple regarding sustainability: ‘Every organisation in the world has a moral obligation to do whatever they can to reduce their carbon footprint to net zero as soon as possible’. This means UKCloud has chosen to go beyond offsetting the carbon it uses, instead becoming carbon negative. Again, this emphasises our strong moral compass and ethical leadership. UKCloud achieved its carbon negative status in early 2021, by investing in the innovative CoForest project, a new carbon offsetting forest near Bath. UKCloud personnel are gaining hands-on experience in planting and managing UKCloud’s trees, which will provide a credible legacy for the benefit of future generations.
• Covid-19 recovery:

  Covid-19 recovery

  UKCloud's robust disaster recovery processes ensured we were able to cope with the sudden lockdown caused by Covid-19. The majority of our staff were able to transition to home working with minimal disruption thanks to the systems which were already in place. Processes were initiated to ensure the health and welfare of those who couldn't work from home including screens, safe distance office layouts and readily available cleansing products. As the UK transitions back to a more normal way of life, UKCloud has taken the opportunity to evaluate its working practices and has initiated a hybrid working model. Staff continue to have the opportunity to work from home for the majority of time, with office attendance requested on a two day a week basis. This has improved work/life balance and also productivity, ensuring our customers receive a better service. UKCloud continues to evaluate how we do business in a post-Covid world and will identify new opportunities to improve processes and working practices to benefit both our employees and our customers.
• Tackling economic inequality:

  Tackling economic inequality

  UKCloud strongly believes in the power of lifelong learning and in the role that they play in enabling digital inclusion. The pandemic has shone a greater spotlight on the digital haves and have-nots - young people who have struggled to learn from home, through to older people needing to get online in order to remain connected to their loved ones. UKCloud is unlocking social value through the provision of over 171,000 free sessions via its Open Knowledge Platform. UKCloud has chosen to create free content because it levels the playing field, and it is ‘the right thing to do’. Each digitally enabled session increases the confidence and skills of a wide range of stakeholders and enables the UKCloud vision to share its knowledge and reduce digital inequality. UKCloud has continued to prioritise the lifelong learning opportunities of its own employees, with more than £99,000 of annual investment into their skills via more than 400 courses and qualifications. This aligns with the recent Queens Speech and the upcoming Skills and Post-16 Education Bill 2021. UKCloud and its employees reach out to hundreds of young people each year via CCMP, their Foundation Charity Partner. They seek to educate young people about digital careers and use their voice as a platform to promote the role of women in technology and STEM roles. UKCloud recognises and values the importance of the role that employment plays in an individual’s quality of life, and more widely, for the families that we support.
• Equal opportunity:

  Equal opportunity

  UKCloud has taken a proactive position with the gender pay gap. Alongside our championing of the STEM and Women in Tech agendas, 17% of its existing workforce and 18% of new recruits are female. UKCloud has publicly confirmed this commitment through signing up to the Government Tech Talent Charter. Furthermore, UKCloud is deeply mindful of how challenging it can be, as a young person, to secure a first interview or hold down an apprenticeship. They ensure that they act as a ‘value enabler’ through their annual commitment to supporting both apprentices and undergraduates as they venture onto their own career paths. The recent Government PPN 06 sets out specific targets that move towards tackling UK inequality, and UKCloud has a recruitment strategy in place to ensure that they reach out to underrepresented groups and vulnerable young people to encourage them to take on apprenticeships. UKCloud is currently generating £85,500 of social value through the apprenticeships provided between 2019 and 2021.
• Wellbeing:

  Wellbeing

  First and foremost, UKCloud sustains our employees, who are our greatest asset. Employee wellbeing is at heart of UKCloud’s operational delivery model. We know that the pandemic has amplified the need for a robust approach to mental and physical health, which is why UKCloud’s pre-existing employee wellbeing benefits have stood them in particularly good stead and helped people pull together and take care of one another and their families. UKCloud has already provided £77,000 of funding to ensure employee access to virtual GP appointments and had already been providing a free counselling service, with a total of 1,986 sessions available to their employees per annum. UKCloud understands that taking time off work due to sickness or maternity leave is an inevitable part of life, so we support our employees to help make these eventualities less stressful. UKCloud takes the time to listen to our employees through ‘Your Voices Matter’ and our annual ‘Wellbeing Week’. UKCloud can demonstrate strong evidence of employee voices and rights being expressed through employee initiatives, which significantly contribute to increasing equality, diversity and inclusion. UKCloud knows that jobs and lives can be stressful or even overwhelming at times, but our combined wellbeing efforts deliver social value and seek to provide meaningful benefit to employees and their families.

Pricing

• Price: £150 a virtual machine 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.