Twin Technology

TTCloud

Cloud infrastructure services, sold as the client requires.

Features

• Secure VPN offering remote access
• Telephone helpdesk services
• Real time reporting
• Network operational centre (NOC)
• PCI compliant
• UK Datacentre upto Tier 4 standards
• Penetration testing
• Remote monitoring
• Free onboarding deployment services
• Resilient platforms available

Benefits

• Access any place anywhere
• Free relocation services
• 24x7x365 manned security
• N+1 redundancy across all core components

£1 to £10,000 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@twintechnology.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

735857793795052

Contact

Larry Rach
01923 228820
sales@twintechnology.co.uk

Service scope

• Service constraints: All planned maintenance is scheduled and communicated before works are carried out, with at least 24 hours notice given, works are carried out to minimise any impact to the users of the platform, we only offer Microsoft SPLA, Citrix and VMware
• System requirements:
  • Antivirus, which includes zero day threat protection
  • Dedicated VPC

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekend responses are at an additional cost
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Multi level support to Advance complex support services are available; 1. Basic user support; 2. Infrastructure support; 3. Hardware support; 4. Software and also software failing project support and turnaround; 5. Profiling and Configuration support; 6. Ransomware/AV/Malware/Threat Protection Support; 7. Design and Implementation Support; 8. Agile Development Support; 9. Software Bespoke Support; 10. Network and Wireless Support; 11. App Development Support; 12. Security and Analysis
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A new service starts with a dedicated account manager aligned to the client and who is allocated to the account for the duration of the activation of the new service. These dedicated account managers liaise with the provisioning and support teams and makes sure the system is scoped correctly, tested, soft tested and finally deployed. All the training and documentation is kept up to date. An account manager then supports the client all the way through the contracts life. User training, online training and user documentation is bespoked to the specific clients requirement, as no two systems are exactly the same.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
  • Bespoke platform
  • Connectwise
• End-of-contract data extraction: Download from a designated secure cloud drive or to any media type needed based upon client requirements, this could be an electronic transfer and if required can be encrypted
• End-of-contract process: The data is kept for a defined period, usually 30 days from the contracts end, unless it is requested to be deleted before then. All data can be permanently removed immediately upon contracts end. All copies are destroyed including any backups. A full audit trail of works carried out is captured and stored.; ; Supply of storage devices are additionally charged for when you need us to export to a physical device at the end of the contract or termination or we can use the one provided by the client and the time to do this may be chargeable.

Using the service

• Web browser interface: No
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: Whether you are looking for a Private, Hybrid or VPC cloud hosting package, you can be certain that we will create an ultra-secure, reliable and high-performing solution. We appreciate that uptime is crucial and hence all our cloud offerings come with fault tolerance and high availability as standard. When you team this up with our world-class, highly-resilient data centres and lightning-fast network, downtime really does become a thing of the past.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

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

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• 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
• Backup controls: Regular Periodic email reminders
• 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
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Dedicated Firewalls also our dedication to security means we have crafted a decisive ‘Security First’ culture in both our staff and our working practices. As well as investing heavily in our electronic and physical security methods we also have a selective on-boarding programme, where we personally vet each and every business before accepting them onto our secure cloud platforms.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Our dedication to security means we have crafted a decisive ‘Security First’ culture in both our staff and our working practices. As well as investing heavily in our electronic and physical security methods we also have a selective on-boarding programme, where we personally vet each and every business before accepting them onto our secure cloud platforms.

Availability and resilience

• Guaranteed availability: We understand how crucial uptime is for your business, therefore we are committed to providing our customers with a service that’s effective, stable and secure. Having invested heavily in our infrastructure, we’re dedicated to delivering a service that exceeds expectations. That’s why, in the rare instances when things do go wrong, we offer our guaranteed SLAs. Our SLAs are among the best in the industry, and we offer this higher-tier service to everyone. We do not have multi-tiered SLAs because we believe everyone should get the very highest level of service. We have a One Hour Response guarantee for Service Affecting Issues, and we will offer account credits if we miss our target.
• Approach to resilience: Resilience and Performance; ; • Minimum of N+1 redundancy across all major components.; • UPS to ensure a constant supply of power.; • Back-up generators with emergency re-fuelling contracts in place and fuel stored on-site for 72 hours of operation at full load.; • VESDA fire detection & FM200 suppression system.; • 24x7 Network Operations Centre (NOC) monitors the data centers.; • No single point of failure and very low latency to deliver optimum performance.; • Multiple diverse fiber links into the data center located at different entry points.; • The environment is tightly controlled, with the room temperature kept at 23°C +/- 1°C.; • All physical structures which house equipment are properly installed with no loose or moving components, ensuring their overall strength and rigidity.
• Outage reporting: Planned outages are communicated in advance via email alerts and incidents reports are given within 24 hours for unplanned outages.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We have a defined hierarchical permission structure and administrators only have access to permitted areas, password managers are used, with anti keyloggers and malware protection on all desktop.
• 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 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Barclaycard
• PCI DSS accreditation date: 30/06/2017
• What the PCI DSS doesn’t cover: Being a PCI DSS Level 1 Service Provider allows us to offer a PCI ready cloud environment that can help you drastically cut the cost of PCI compliant hosting. It also means we can help you understand the policies and procedures you need to have in place to ensure you’re meeting all 12 requirements of the PCI standard.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • IASME
  • CyberEssentials

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: IASME and Cyber Essentials
• Information security policies and processes: Our dedication to security means we have crafted a decisive ‘Security First’ culture in both our staff and our working practices. As well as investing heavily in our electronic and physical security methods we also have a selective on-boarding programme, where we personally vet each and every business before accepting them onto our secure cloud platforms, ensuring we are always working towards ISO 27001 and PCI DSS level 1 standards.

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: We offer full change management process to ensure that their is no adverse reactions to the platforms, with a full roll back plan, prior to any changes going ahead. Named key stake holders of the platform are required to authorise changes with a predefined sign off procedure.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Attacks are increasing in frequency and sophistication, and many companies underestimate the impact they have on their business. With our DDoS Mitigation Service, however, your traffic is diverted to the our Mitigation Platform, cleaned, and the good data returned to your services. ; ; Our systems will constantly scan your networks, ready to act within minutes of an attack being detected.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: 24x7x365 Network and Environmental Monitoring by on-site NOC; ; Our dedicated technical support team will provide you with responsive and professional assistance whenever you need it. We have technical staff on-site 24x7 and our strict internal SLAs mean we can have members of the team who built your solution on-hand within 1 hour. Twin technology’s hosting provision can be contacted by phone, email, or our comprehensive and easy-to- use support portal. All open and resolved support requests are stored within the Twin technology’s hosting provision portal for future reference.
• 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: All incidents are logged and ticket references are issued, depending on the level of severity these are recorded and kept for reference, they are scheduled for resolution and reports are given within 24 hours including unplanned incidents.

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: Citrix XenServer
• How shared infrastructure is kept separate: Our Private Cloud infrastructure solutions are tailored to your corporate needs. It provides you with your own, secure environment and deliver increased levels of power, performance and reliability. We can build in as much resiliency as is required for your business, including full disaster recovery with multi-site active failover.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: We aim to fully comply with the voluntary code of conduct for energy-effeciency with all parts of the infrastructure we provide.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Twin Technology is dedicated to the continuous improvement, understanding and taking appropriate responsibility for any adverse environmental, social, and economic impacts of its consultative work. In doing so, Twin Technology considers impacts on a life-cycle basis and prioritises actions according to: alignment with the companies values, magnitude of impact, and compliance with any applicable regulations.; Twin Technology has also commited to reducing our carbon footprint by investing in electric vehicles

  Equal opportunity

  Twin Technology has an equal opportunity policy already in place, It is our policy in recognition of all relevant legislation to ensure that there will be no discrimination on the grounds of colour, race, nationality, religion, gender, marital status, domestic circumstance, disability, sexual orientation, age, or any legal affiliation(s). This is a positive policy and it is the requirement of all staff, employed or contracted, to actively follow these requirements.

  Wellbeing

  Twin Technology's acknowledges the importance of wellbeing and this is incorporated within it health and safety policy.; Twin Technology Ltd recognises that it has responsibilities for the health and safety of our workforce whilst at work and others who could be affected by our work activities. We will assess the hazards and risks faced by our workforce in the course of their work and take action to control those risks to an acceptable, tolerable level.; Our Managers and Supervisors are made aware of their responsibilities and required to take all reasonable precautions to ensure the safety, health and welfare of our workforce and anyone else likely to be affected by the operation of our business.

Pricing

• Price: £1 to £10,000 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Can Include 30 day money-back guarantee; with up to 90 day free trial, we scope,design, build and; support your critical environment.

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