CDS

UKCloud cloud hosting

CDS partners with UKCloud to offer a trusted, connected and flexible multi-cloud platform to deliver enterprise and cloud-native applications. Self-provision, and scale, secure environments in minutes in two security domains; Assured OFFICIAL (formerly IL2) and Elevated OFFICIAL (formerly IL3) utilising Service Levels up to 99.99%

Features

• UK public sector specialist - Crown Hosting Data Centres
• Infrastructure as Code, secure self-service portal and API
• Multicloud portfolio includes Azure, Openstack, Openshift, Oracle, VMWare
• Up to 24x7x365 service desk with CDS support agreement
• Assured and Elevated security environments
• Cross-domain functionality: controlled access between internet and Elevated domains
• SC and NPPV cleared personnel
• Aligned with NCSC Cloud Security Principles
• Connect over the internet, PSN, N3/HSCN or JANET
• Enhanced capability to host up to Secret level applications

Benefits

• Cost effective, managed hosting
• Scalable resources when you need them
• Configure the solution that is right for your application
• Assurance of expert support
• Carbon neutral hosting
• Deliver compelling digital services with Cloud Native applications
• Have confidence in the security of your data
• Solutions on a cloud that aligns with NCSC best practice
• Choose the right network to connect your solution to

£150.00 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 bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

668609066982006

Contact

Matt Johnson
0113 399 4000
bidteam@cds.co.uk

Service scope

• Service constraints: Compute as a service is only available to publicly funded organisations. Planned maintenance windows may be agreed in advance with customers.
• System requirements:
  • Browser to access the service desk, IE11+, Firefox or Chrome
  • Customer may require VPN software to access restricted services.

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.; Tailored support plans to cover infrastructure and orr application support are available through a CDS Support Contract.
• 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: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: CDS standard support service operates between 09:00 and 17:00 on working weekdays. We aim to respond to high proprity incidents in 15 minutes. Our services is backed by UKCloud's standard support which includes Customer Success Managers, Technical Account Managers, support engineers and a 24/7 Network Operations Centre.
• 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: WCAG 2.1 AAA
• 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 APIs such as vCloud and OpenStack. These are compatible with tools such as Terraform and platforms such as AWS S3.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
• 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: In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Number of active instances
• Reporting types: API access

Resellers

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

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: 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:
  • API
  • UKCloud portal
• Backup controls: Depending on the backup or replication service that the customer chooses, this can be 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)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: We use dedicated 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: 99.95% - 99.99% depending on Service Level chosen. 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 operate from two geographically distinct sites, both located in the UK and separated by over 100km for excellent geo-diversity.; Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
• 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)
  • Username or password
  • 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
  • Limited access network (for example PSN)
  • Username or password
  • Other
• Description of management access 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.
• 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)
  • 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: NQA
• ISO/IEC 27001 accreditation date: 13/7/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/10/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27018
  • Cyber Essentials
  • Cyber Essentials Plus
  • PSN
  • ISO20000
  • ISO27017
  • CISPE (Cloud Infrastructure Service Providers in Europe)

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: At the compute/storage layer, consumers are separated via robust hypervisor controls based on VMware vSphere technology. This solution has been previously been validated by the NCSC PGA and the implementation is regularly tested via by regular PGA scoped independent IT Security Health Checks conducted by a CHECK service provider.

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

  CDS is certified to the internationally recognised standard BS EN ISO 14001: 2004 – Environmental Management. The standard underpins our commitment to look after the environment, prevent negative environmental impacts, manage waste and reduce our carbon footprint. CDS is Planet Mark accredited, helping us to transform society, the environment and economy by measuring our carbon and social data. Our Carbon Reduction Plan sets corporate continual improvement goals, strategies and annual targets and CDS has pledged to halve our carbon emissions by 2030 and be carbon-neutral by 2050. The Bailie Group (of which CDS is part), is applying for ISO 50001 Energy Management System certification in 2022, which will focus our efforts on continually improving energy performance. Example initiatives and activities designed to fight climate change include: • Mandatory environmental awareness training for all new staff. Thereafter, all staff are required to complete annual refresher training • Introducing site-wide recycling facilities and waste streaming • Regular staff awareness bulletins on the company’s intranet on environment and sustainability best practices, to encourage behavioural change among staff • Replacing bottled water and disposable cups with personal water bottles and reusable insulated coffee cups, to replace single use plastics • Refurbishing our Leeds office to make it more environmentally friendly including changing the entire building to LED lighting with PIR sensors on the lights and replacing gas boilers with air source heating • Providing season ticket loans for public transport to reduce single car use • Investing in collaboration tools and video conferencing to eliminate unnecessary travel • Adding additional questions into our procurement compliance checklist, to encourage all of our potential suppliers to adopt sustainable practices.
• Covid-19 recovery:

  Covid-19 recovery

  Through our work with local authorities, transport and national infrastructure clients, we have supported many communications campaigns designed to support recovery from the impacts of Covid-19 in local communities. This includes: • Transport for London: working as TfL’s print and communications partner, CDS has supported the campaign to encourage people safely back onto public transport, producing outdoor media, train/bus stickers, signage and leaflets • London Borough of Lambeth: as Lambeth’s print partner, we have supported the borough council with its response to Covid-19, and delivering communications campaigns reaching citizens and businesses. Most recently, this has focussed on supporting recovery and economic regeneration • CDS supported Make it York (an organisation supporting York-based businesses to achieve economic prosperity) to deliver a campaign encouraging shoppers safely back into the city. Other initiaitives and activities include: • Offering opportunities for work experience, such as unpaid student placements • Providing apprenticeships • Improving workplace conditions including effective social distancing, increased cleaning and flexible, hybrid working • Creating employment opportunities for people made unemployed by Covid-19.
• Tackling economic inequality:

  Tackling economic inequality

  CDS provides a range of initiatives designed to create new businesses, new jobs and new skills within our local community. These include: • Apprenticeships and work experience, particularly for people who face barriers to employment. In the past two years, we have provided nine apprenticeship positions at our Leeds head office, of which four have become full-time employees. This year, we plan to offer around 20 new apprenticeship roles across the company. • Local employment: as a national company, CDS operates from six offices, each run as an autonomous business unit, managed by local teams. This regional structure has resulted in CDS becoming a community-focussed organisation, owing to local recruitment. • Engagement with local SMEs to encourage spend in the community. • Volunteering: many CDS staff give up their free time to volunteer as part of our charity initiatives.
• Equal opportunity:

  Equal opportunity

  CDS’ fully hybrid working model enables participation by people from across the country, including people experiencing limited mobility, neurodivergence and/or clinical vulnerability. Our Leeds head office is also highly accessible, with ground-floor access, a disabled toilet, a lift to the first and second floors and step-free access to all meeting spaces and refreshment areas. CDS operates an inclusive and accessible recruitment practice; we actively encourage applications from suitably qualified and eligible candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Our recruitment process is fair, equal, and non-discriminatory and works on the premise that the best person for the role will be offered the job. As part of our people strategy, we will be using the Disability Confident standard to inform how we can provide opportunities for disabled people to join the organisation in the future. Other initiatives and activities include: - STEM Programme: designed to break down barriers that might prevent young people from pursuing a career in technology - Structured staff appraisal process to identify individual skill gaps, and a training programme and assigned budget for delivering Personal Development Plans.
• Wellbeing:

  Wellbeing

  We support the health and wellbeing of our staff through a range of initiatives including: - Employee Assistance Programme -Trained Mental Health First Aiders - Flexible working hours to balance work and home activities - Personal healthcare plan - Staff social committee who organise regular events e.g., quizzes, film nights, meals out - Charity work in support of our chosen charity partner - Organised sponsored physical activities including the Yorkshire Three Peaks and ‘Tour de CDS’ - Cycle to Work Scheme, bike storage and shower facilities to encourage exercise - Free yoga classes and back massages - Quarterly staff engagement survey - Monthly ‘360’ reviews and professional development plans for all staff - Inclusive and accessible recruitment practices - Employee intranet providing regular content on wellbeing topics, including mental health and promoting awareness days such as Time to Talk.

Pricing

• Price: £150.00 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 bidteam@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.