Selcom

Managed Application Hosting

A Managed hosting platform for a range of web applications based on LAMP (Linux) and Windows. ISO27001:2013 certified. 20yrs Public Sector experiance. Hosting includes, VMWare, Windows, SQL, Microsoft RDP and Duo 2FA (Dual factor authentication). Secure Website Certificates - SSL, domain name registration, DNS and administration.

Features

• ISO27001:2013 certified
• 2-factor authentication
• Dedicated Server and Private Cloud segregated further by VLAN
• Site-to-site replication between our data centres for robust DR
• Unified Threat Management utilising WatchGuard firebox solutions
• Comprehensive infrastructure and network metrics
• Microsoft .NET Framework and SQL technologies application hosting environment
• Hosted Linux based solutions like PHP, Python, Ruby and Perl
• Microsoft Remote Desktop (RDP) User Licensing
• Windows Server and SQL Hosting

Benefits

• 20yrs experience implementing solutions for private and public sector
• Email, online helpdesk, telephone, chat support at no extra cost
• 99.9% availability, backed by service credits
• Unlimited off-site backups for secure audit accountability
• Staff security clearance conforms to BS7858
• Automatic 24x7x365 system monitoring calling operations to action when necessary
• Hosting systems entirely within the UK
• Multiple environments: development, staging/UAT/pre-live, live
• Each customer has their own infrastructure, no shared services
• Automatic or ad hoc KPI and SLA performance reports

£500.00 to £3,300.00 a server a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 accounts@selcom.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

704475159489717

Contact

Stephanie Sellers
01904788181
accounts@selcom.co.uk

Service scope

• Service constraints: No constraints
• System requirements: No specific requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Selcom utilise an RMM solution called 'Managed Workplace', to automatically monitor systems 24/7/365 calling operations to action immediately for major issues when necessary.; Selcom will respond within 20 minutes of receiving an email or online ticketing issue Monday to Friday during normal office hours 9am to 5pm.; However, for an additional cost outlined in our pricing document, clients will receive 24/7/365 response for email and online ticketing requests within 20 minutes out with normal office hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: The Remote Management Monitoring software we deploy provides web chat features
• Onsite support: Yes, at extra cost
• Support levels: Additional Cost for 'out-of-hours' support; Technical Account Manager Support; Dedicated Account Manager support provided with possible ‘out-of-hours’ number for emergencies responsible for:; • Correctly assessing and categorising reported incidents.; • Filtering out any end-user errors i.e. operator error; • Allocating priority categories and escalating responses.; • Ensuring calls are directed to the correct resource to diagnose/resolve problems.; • Updating on the progress of incidents, according to the SLA requirements.; • Managing change implementation (upgrades, patches, new processes and products).; • Manage version control.; ; SUPPORT LEVELS; Priority 1. System down or largely unusable through failure of all areas of core functionality. 1 Hour response, 2 hours diagnosis, 4 hours resolution; ; Priority 2. A major part of the system is down or largely unusable through failure of one or more areas of core functionality. 1 hour response, 4 hours diagnosis, 8 hours resolution; ; Priority 3. A problem exists but there is a way to continue processing. 2 hours response, 7 hours diagnosis, 2 days resolution; ; Priority 4. Cosmetic changes or a problem that has no significance on day-to-day processing. 4 hours response. Resolution time agreed with the customer.; ; Priority 5. Request for information - response time as agreed with the customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite, telephone and online training can be provided and customised user documentation available at request
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Selcom will securely export data and metadata using industry standards that can be re-used such as Tab-delimitated and XML formats.
• End-of-contract process: Selcom will cooperate with any new cloud provider and there are no additional costs when switching.; We generally only retain data after contract termination for the timescale specified by the client. Selcom will undertake full deletion of the data on our cloud service infrastructure platform after the time specified by the client has expired.

Using the service

• Web browser interface: No
• API: No
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: There are no limitations regarding what users can set up or make changes through the command line

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: We can traffic shape based on user experience and usage patterns. We can also segment system resources to protect service levels
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other

Analytics

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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: 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
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Operating Systems
  • VMs
  • Files
  • Active Directory
  • SQL Database
• Backup controls: Users can customise and specify back-up routines from compressed and deduplicated backups which can be on a different schedules.
• Datacentre setup:
  • Multiple datacentres
  • Single datacentre with multiple copies
• 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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.9% application uptime as measured through 1-minute polls using ICMP echo-requests.; 99.9% network connectivity uptime of the customer service as measured through 1-minute polls using ICMP echo-requests; ; Users are refunded by negotiated settlement outlined in the SLA
• Approach to resilience: Selcom do not want to make this information public.; However, we are willing to share information with a specialist security expert on how we have designed our service to be resilient
• Outage reporting: Our system issues email alerts to named contacts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: IP and or network level authentication
• Access restrictions in management interfaces and support channels: All access to service interfaces and support channels are constrained to authenticated and authorised individuals with appropriate access privileges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device over multiple services or networks
  • 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: 3core2 (IAS Accredited)
• ISO/IEC 27001 accreditation date: 06/04/2021
• What the ISO/IEC 27001 doesn’t cover: The Statement of Applicability covers all 27001 controls with the exception of loading bays
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • QG GDPR Management Standard and GDPR Practitioner
  • Microsoft (MCSE, DBA) and VMware accreditation
  • WatchGuard (security, firewalls) partner
  • Nominet Membership

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: To preserve confidentiality, integrity and availability, Selcom have implemented an Information Security Management System (ISMS) in accordance with the international standard ISO/IEC 27001.; ; Selcom have appointed an Information Security Manager (ISM) and the ISMS policy is approved by Senior Management and is reviewed at regular intervals (ISMS Management Review Meetings) or upon significant change.; Management have put an audit programme in place and all sections of the ISMS are audited at least once a year to ensure that the ISMS:-; a) conforms to the requirements of the relevant standards and any other legal, regulatory or contractual requirements; b) meets all identified information security and business continuity requirements; c) is effectively implemented and maintained; d) perform as expected; The ISM records decisions and actions related to:; i. the improvement of the ISMS; ii. updating of the risk assessment and risk treatment plan as appropriate; iii. the modification of procedures and controls in response to changes in requirements; iv. resource needs; v. improvements to how the effectiveness of controls and objectives are measured; Regular ISMS Review Meetings Any action needed is implemented and such action reviewed for effectiveness including changes to the ISMS. Appropriate documented information on the action taken is retained

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: Physical storage, internet bandwidth and operational systems are monitored with 24/7 automatic monitoring alerting when predefined thresholds are exceeded.; ; Changes are identified on the Change Request form and logged in the change Change Control log.; ; The originator obtains sufficient information to complete the Change Request; ; The Internet Services Director then reviews and/or carries out a risk assessment identifying potential risks, security impacts and then identifies and costs the required controls in line with the Selcom's risk management framework.; ; The Internet Services Director in consultation with the Managing Director is then responsible for authorising the change to go ahead.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Firewalls are configured 24/7 to alert in the event of significant intrusions or incidents occurring; We use advanced monitoring and live detection defence systems to detect vulnerabilities; Anti-Virus is configured to be patched automatically. Our automatic patch policy covers, binary executable, source code modification, service pack and firmware patches; Technical services will then identify the priority for the update to be tested and deployed dependant on the nature of the treat and any known exploits.; Any patch deployment and software updates must comply with our defined change management process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Systems are monitored 24/7 by RMM software and in-house systems, calling the operations team to action when necessary. The RMM notifies of: Warning Alerts, Critical Alerts, System Down and System Recovery; Regular scanning using Barracuda’s Vulnerability Manager (BVM) tool finds vulnerabilities such as those on the OWASP Top 10, including SSL injection, cross-site scripting, and others. Any issues found will be imported into the Barracuda Web Application Filter, which will automatically generate and apply mitigation rules; Servers are professionally managed and conform to guidelines under the Government's e-Government programme.
• 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: The Information Security Manager (ISM) is responsible for incident management processes relating to, Personal accident, Breach of Physical and information security, Loss/theft of property, Data/information missing, lost or incorrect, Financial irregularities and Violence, abuse or harassment.; All staff must report information security incidents and weaknesses immediately, recording them in the Incident Report Form and following up by a telephone call to the ISM; The ISM logs and follows up reported incidents and weaknesses. The ISM ensures that the appropriate action is taken and recorded in the Incident Recording System which can be seen by the originator and Senior Management

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: Separate VLANS and Firewalls are deployed therefore segmenting system resources ensuring different organisations sharing the same infrastructure are kept apart.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: The data centre is considered as an industrial space, designed built and operated with the single primary objective of delivering high availability Managed Application Hosting services reliably and efficiently.; Air quality is monitored and managed to ensure that critical equipment is not damaged by particulates or corrosive elements which might impact both IT equipment and cooling equipment in terms of performance, energy efficiency and reliability.; To improve server consolidation, increase operational efficiency and increase utilisation rates of servers deployed, Selcom deploy a Server Virtualisation policy when applicable.; This has enabled our customers to reduce server acquisition and life-cycle costs, reduced data centre space requirements and most importantly reduced power consumption, cooling and management demands; When selecting new IT equipment Selcom require the vendor to supply at minimum the total system power for a range of temperatures covering the full allowable inlet temperature range for the equipment at 100% load on a specified recognised benchmark such as Linpack, SERT or SPECPower; Selcom select IT equipment containing high efficiency AC/DC power converters, rated at 90% power efficiency or better across the range of loads expected for the equipment to be installed

Social Value

• Fighting climate change:

  Fighting climate change

  N/A
• Covid-19 recovery:

  Covid-19 recovery

  N/A
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  N/A
• Wellbeing:

  Wellbeing

  N/A

Pricing

• Price: £500.00 to £3,300.00 a server a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Available only on a secured shared hosted service for a limited time to test speed and performance

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 accounts@selcom.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.