Texuna Cloud Infrastructure and Containers

Service scope

Service constraints: Texuna applications may be subject to routine maintenance and this will be agreed in advance with our client so that service disruption is minimised. Routine maintenance is never scheduled during the normal working day and does not typically result in noticeable downtime.

Customisation can be achieved via Texuna Cloud Support services. No feature will be deprecated without advance agreement with the customer. New features may become available from time to time.
System requirements: Can be deployed in any public or private cloud environments.

Also possible to do in-house deployment with assistance.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Texuna provide basic, Premium and Enterprise Support options with different response times. The initial response is always within one day. Resolution targets are: within 5 working days (Basic), 2 working days (Premium) or less than 1 working day (Enterprise).

System downtime / critical issues resolution target is under 4 hours within business hours.
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: 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: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: Texuna performed web chat testing using the following tools:
• ZoomText - a screen magnifier for Windows
• NVDA - a screen reader for Windows
• VoiceOver - a screen reader for Mac/iOS
Onsite support: Yes, at extra cost
Support levels: Support SLA (business days):
• Enterprise - 1 day (GBP5,000 per month);
• Premium - 2 days (GBP2,500 per month);
• Basic - 5 days (GBP 1,000 per month).
Support can be via phone, chat, email or on-site.
Normal support is Monday to Friday excluding holidays, and service is monitored 24X7X365 for outage incident response. Inbound support requests outside normal hours will only be responded to in case of emergency. Talk to us to customise the level and extent of coverage you need to include weekends, holidays and/or 24 hours. Extra charges will apply.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Implementation services may be purchased using our Cloud Support service and pricing.
Customers typically ask for full support to review their plans and help them establish a migration from in-house systems to various cloud options. This often includes building custom templates that meet their full stack bespoke requirements. Texuna can provide a fully managed service so that on-boarding includes setup of security services, virtual private networks and disaster recovery and backup.
Texuna can provide documentation and online training webinars to assist users to begin using the service. Specialised training can be provided to meet individual needs and reflect any customisations implemented.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Texuna will export data in an agreed format and make it available. Typically this is either in a relational database format and/or CSV files. These can be encrypted and downloaded from a secure site accessible via HTTPS or via sFTP.
End-of-contract process: Any bespoke requirements for end of the contract may be accommodated. Note that there may be an additional time and materials cost where the customer requests help from Texuna to meet their specific migration requirements that are not met via the handover of data.

Using the service

Web browser interface: Yes
Using the web interface: A web UI can be used to provision services, manage templates, and migrate data and server workloads via containers between remote cloud locations. Texuna provide some predefined templates and can help you customise your own templates for your own bespoke full stack control.

Users will not be able to modify the interface to the cloud management console.
Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
Web interface accessibility testing: Texuna applications have been tested for conformance with accessibility standards. Compliance with accessibility standards forms part of our development standards.
API: No
Command line interface: No

Scaling

Scaling available: Yes
Scaling type: Manual
Independence of resources: Servers are monitored and system resources can be incrementally added (subject to the plan purchased) if load/response times exceed set thresholds frequently. All Texuna applications are stress tested and performance tuned to ensure good client experience.
Usage notifications: Yes
Usage reporting: Email

Other
Other usage reporting: API Responses
Dashboard Alerts

Analytics

Infrastructure or application metrics: Yes
Metrics types: CPU

Disk

Memory

Network
Reporting types: Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
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

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

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

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: Virtual machine

Databases

Transactions

Containers

Machine instances

Data files and objects

Templates and configuration scripts
Backup controls: Backups of the service are made in their entirety as configured in normal use through automated templates.

Customised backup can be accommodated if there are particular requirements, as can different backup configurations across datacentres, availability zones and regions.
Datacentre setup: Multiple datacentres with disaster recovery

Multiple datacentres

Single datacentre with multiple copies

Single datacentre
Scheduling backups: Supplier controls the whole backup schedule
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: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection between networks: Where we are satisfied with the security of the Customer and their preferred transmission application then we will usually transmit data using Customer preferred tools.
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Other
Other protection within supplier network: Data can be configured to be encrypted at rest as well as in transit.

Availability and resilience

Guaranteed availability: Service level commitment is 99.95% availability excluding planned maintenance downtime which is arranged in advance by negotiation.

Services provided regularly exceed this threshold and typically a 99.99% uptime is achieved in most service periods.

Bespoke arrangements are available by negotiation and service credits if required can be included in any negotiation.
Approach to resilience: Resilience is a function of the cloud hosting approach taken by the customer. Texuna can deploy to public or private clouds and in-house - and resilience required can be varied depending on the selected approach. Texuna can offer a fully managed service with performance testing and penetration testing to assure high levels of resilience, with auto-scaling and elastic resources if required. It may also be possible to relocate services to alternative cloud zones, regions or other cloud hosting providers in an unusual event. Texuna can provide full Business Continuity and Disaster Recovery options, with data, virtual machine instances and encrypted backups being moved off protected cloud networks on to alternative networks. Please contact Texuna to discuss your exact requirements.
Outage reporting: Texuna provide a Zabbix-based monitoring service from an independent cloud location and can configure a host of events and actions to assure the service availability on a component by component basis.

Texuna also work with cloud hosting providers tools such as CloudWatch for AWS to set up a range of monitoring actions against a suite of different AWS tools and services. On Azure hosting we use the Azure Monitor.

Unusual events can be communicated via email or SMS by default.

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: Texuna can provide Fido Alliance U2F devices to allow customers to securely authenticate without the security risks associated with shared secrets like passwords. Alternatively, 2FA such as TOTP can be used.

Texuna can also establish a secure VPN and/or IP range restrictions on access to the service.

For electronic or telephone support, an agreement can be put in place to ensure that Texuna will not take instruction from unsolicited communications, but will call back and ask for confirmation for such instruction.
Access restriction testing frequency: At least every 6 months
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: Dedicated device on a segregated network (providers own provision)

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 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: User-defined

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 12/12/2020
What the ISO/IEC 27001 doesn’t cover: All of Texuna's operations are covered, there are no exclusions.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: IASME Cyber Assurance Level 1

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
Information security policies and processes: Texuna is certified to ISO 27001:2013 by our auditors BSI for all of our operations. Our security policies include named individuals with overall responsibility for ensuring that our policies and processes are followed. All staff are trained and actively report potential non-conformities. Reported non-conformities are investigated for root cause and our preventive action process is leveraged to ensure that all reasonable steps are taken to prevent reoccurrence. Our security officers oversee the process and regularly report the performance of our systems to Senior Management. Texuna has mature security processes, our certification was initially obtained in 2009 and has been maintained and improved since then.

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: Texuna is aligned to ISO 20000-1:2011 throughout our operations. Our change control processes are audited by our external auditors BSI. We operate a configuration management system and apply a strict, documented, change control process that is managed through a software-defined pipeline. All artefacts (code and documentation), are subject to change control with formal procedures applied to code and technical documentation. Continuous integration and continuous deployment with regression testing are essential to assure quality and standard tools such as GIT hub help structure the change management process
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Texuna maintains a schedule of penetration testing as well as automated regression testing against known vulnerabilities. Releases are governed by the configuration and change control process, and all updates are outlined in release notes. Any 3rd party open source library dependencies are kept up to date via continuous integration. Texuna DevOps engineers monitor the entire software stack for published vulnerabilities and new patch updates to determine if and when such patches are pushed to production systems in an automated process with tools such as Puppet and Ansible.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Texuna maintains a number of protective monitoring processes to keep services and applications free from attack or errant behaviour. This includes keeping anti-virus software up to date across the estate of IT machines in use, as well as cloud monitoring tools and web/system log collection and monitoring for unusual behaviours and access. Logs are checked at regular intervals and when unusual system or performance events or bugs are raised. Specialist tools such as Cloudflare can also be configured for especially sensitive applications that need protection from DDOS attacks.
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: Texuna's incident management is governed by ISO9001:2008 and ISO 27001:2013 and all incidents are tracked. Compromises are identified either via automated testing or can be raised by customers and staff based on vulnerability assessment and Preventive Actions. Incidents are assigned a person responsible for resolution and tracked until closed. Major incidents are escalated and resolved immediately where possible. Minor incidents are programmed into normal workload and resolved on an ongoing basis or as part of the regular release cycle.

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: Third-party
Third-party virtualisation provider: Texuna work with the most appropriate supplier for the configuration.
How shared infrastructure is kept separate: Texuna install a separate instance of the infrastructure for each of our clients. Our clients systems are 'private by design' at the infrastructure level.
Each client may operate several of our services, in this case we may install on the same infrastructure configuration and then separation (where needed) is enforced through virtualisation and containerisation.

Energy efficiency

Energy-efficient datacentres: Yes
Description of energy efficient datacentres: We use world class datacentres that are fully comply with adhering to the EU Code of Conduct for Energy Efficient datacentres

Social Value

Equal opportunity
Wellbeing

Equal opportunity

We are adamant that a diverse workforce in non-discriminatory workspace is the only fair state of a company as a unit of society. Moreover it is the most efficient state, as it reduces the pressure of stereotypes and prejudice regarding working matters, promotes innovation and creativity.
In order to stay just and efficient regarding our workers we implemented following measures:

- We have developed an Equal Opportunities policy and all job applicants are given a copy of this policy to create a more inclusive environment and encourage them to apply if they are of a minority.
- All job applicants are made aware that they have a right of appeal should they consider their application to have been unsuccessful due to discrimination of any form. Such appeals can use interviewers’ notes which they take in relation to each point on the personnel specification as justification for their decision to appoint or not appoint.
- Applicants will be assessed only against the contents of the personnel specification. Interviewers are required to ask questions of applicants, which are directed solely to obtaining evidence of the applicant’s ability to meet the requirement of the personnel specification.
- During job interviews, interviewers may not ask any questions that could be construed as discriminatory e.g. questions in relation to a female's intentions with regard to marriage, children etc or unnecessary questions regarding disabilities.
- Texuna also recognises sexual harassment as a serious problem in the workplace and can protect its victims.

Wellbeing

We believe the single most important factor in upholding the mental wellbeing of our employees is to create an communicative culture where discussion is encouraged. We operate a virtual open door policy to create an environment where our employees feel comfortable discussing their health. This transparency encourages our employees to talk and therefore allows us to change our behaviours to further protect their wellbeing.

Pricing

Price: £1,000 to £5,000 a unit a month
Discount for educational organisations: No
Free trial available: No

Texuna Cloud Infrastructure and Containers

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Pricing

Service documents

Cookies on Digital Marketplace

Texuna Cloud Infrastructure and Containers

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Backup and recovery

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Separation between users

Energy efficiency

Social Value

Pricing

Service documents