I-KONIC LIMITED

Citrix Cloud Services

Citrix Cloud Service provides a centralised management platform for deploying Citrix solutions, enhancing operational flexibility and security. It simplifies IT complexity, reduces costs, and delivers a consistent user experience across devices. Ideal for scalable, secure virtualisation management in organisations seeking efficient and robust cloud computing capabilities.

Features

• Centralised Management Console: Simplifies management of virtual desktops and applications.
• Scalable Infrastructure: Adjusts resources dynamically to meet fluctuating demand.
• Multi-Factor Authentication: Enhances security with required multiple user verifications.
• End-to-End Encryption: Secures data in transit and at rest.
• Hybrid Cloud Compatibility: Integrates seamlessly with on-premises and cloud environments.
• Automated Updates: Reduces IT workload through automated system management.
• Real-Time Reporting and Analytics: Provides insights into application usage, performance.
• Remote Access Capability: Enables application and data access from anywhere.
• Customisable Security Settings: Offers tailored security policies for diverse needs.
• Disaster Recovery Planning: Ensures business continuity with robust recovery options.

Benefits

• Enhance Remote Collaboration: Connect teams globally, enabling simultaneous multi-user access.
• Streamline Application Deployment: Quickly launch and scale applications
• Access desktops and apps seamlessly from any device, anywhere.
• Safeguard sensitive information with advanced, integrated security features.
• Centralise operations through one management dashboard for all services.
• Scale resources dynamically, paying only for what you use.
• Enable Mobile Workforce: Facilitate secure work from smartphones and tablets.
• Accelerate Decision Making: Leverage real-time data analytics for informed decisions
• Automate data governance and compliance with built-in controls.
• Maintain operations with automated disaster recovery solutions.

£40 to £950 a user a year

• 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 sean.russell@i-konic.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

800108358492780

Contact

Sean Russell
01418105848
sean.russell@i-konic.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Citrix Cloud Service, like any cloud-based platform, has specific constraints that potential buyers should consider. Scheduled maintenance is planned during off-peak hours to minimise disruption but can affect service availability. The service's performance might depend on specific, newer hardware configurations, as outlined in Citrix's compatibility lists. Additionally, the service requires stable internet connectivity, with performance potentially impacted by bandwidth limitations. Geographic location can also affect performance due to datacentre proximity. Moreover, users must manage and update Cloud Connectors, and there are licensing terms and support tiers that could impact the service's deployment and use
• System requirements:
  • Requires existing Active Directory or Azure Active Directory setup.
  • Must install Citrix Workspace app on all user devices.
  • Internet Connectivity: Stable, high-speed internet connection required for optimal performance.
  • Installation of Citrix Cloud Connectors at resource locations.
  • Supports latest versions of Windows, macOS, Linux, iOS, Android.
  • Latest versions of Chrome, Firefox, Edge, or Safari needed.
  • Hardware Specifications: Adequate CPU, RAM, and storage for efficient operation
  • Antivirus Software: Compatible antivirus software must be installed and updated.
  • Software Licenses: Appropriate licenses for Citrix and third-party applications necessary.
  • Network Configuration: firewall and network settings to allow Citrix traffic.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Citrix Technical Support assistance is available 24/7/365 for Severity 1 incidents (site outage) with a response time < 30 minutes. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours with a response time of 2 or 8 hours respectively
• 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: None or don’t know
• How the web chat support is accessible: Get fast answers to general technical questions from Citrix Technical Support chat agents. Customers will be transferred to the web (eServices) queue if additional troubleshooting assistance is required. Text only Web chat.
• Web chat accessibility testing: Unknown
• Onsite support: Yes, at extra cost
• Support levels: Required support Levels and associated costs agreed with customer to deliver exact support requirements. Example of support services available include the following additional services as required: technical account management, telephone and web support during standard working hours 0900-1700, 24/7, out of hours and Cloud Support Engineer services.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Getting started is facilitated through a comprehensive support and onboarding process designed to help users effectively deploy and utilise the service. Citrix offers a variety of resources and training options to ensure users can maximise the benefits of their cloud service:; ; Online Training: Citrix provides extensive online training courses through Citrix Education, which include both free and paid courses tailored to different roles and expertise levels. These courses cover everything from basic introductions to advanced features.; User Documentation: Comprehensive documentation is available online, providing detailed guidance on setting up, managing, and troubleshooting the service. This includes step-by-step instructions, best practices, and FAQs.; Onsite Training: For organisations that require more tailored training, Citrix offers onsite training sessions conducted by Citrix experts. These can be very effective in accelerating the deployment and adoption of Citrix Cloud services.; Webinars and Tutorials: Regularly scheduled webinars and interactive tutorials are available to provide users with updates on new features and detailed demonstrations on how to use the platform effectively.; Community Support: Users also gain access to a vibrant Citrix community and forums where they can share insights, ask questions, and learn from the experiences of other users.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Citrix shall return or provide an opportunity for users to retrieve all Personal Data after the end of the provision of services and delete existing copies as follows: You shall have thirty (30) calendar days to download Your Personal Data after termination of the Agreement and must contact Citrix technical support for download access and instructions. Further details about the CITRIX DATA PROCESSING AGREEMENT can be found at https://www.citrix.com/content/dam/citrix/en_us/documents/buy/data-processing-agreement-en.pdf
• End-of-contract process: The contract includes the full provision of the purchased service and support for the duration of the contract - normally 1,2 or 3 years. No further cost is associated with the purchased service for the duration. Prior to the end of the contract the customer will have the choice to renew the service based on the subscription pricing that is available at the time of renewal. If the service is not renewed at the end of the contract the service will be terminated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Citrix Cloud Service is tailored to both mobile and desktop platforms, with key differences in design and functionality. The mobile version offers a simplified, touch-friendly interface suitable for smaller screens, focusing on core functionalities like document access and communication tools. It may lack some advanced features found in the desktop version, which supports multiple monitors, higher resolutions, and a wider range of peripherals. Mobile devices also utilise device-specific features such as push notifications and typically experience varied performance due to hardware constraints, optimising the service for on-the-go access while maintaining essential service capabilities.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The Citrix Cloud Service Console is the web-based service interface where you set up Adminstrator accounts, delegated administration, subscribe to services, configure and provision services, log support cases, monitor usage and performance for all Citrix Cloud Services. The Citrix Cloud Service Console is accessed at https://citrix.cloud.com/; ; Supported web browsers:; Latest version of Google Chrome; Latest version of Mozilla Firefox; Latest version of Microsoft Edge; Latest version of Apple Safari
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Citrix is committed to making technology accessible to everyone and are currently engaged in high-priority initiatives to design and engineer products with a focus on improved usability and accessibility for all customers, with or without a disability. Citrix is committed to supporting well known accessibility standards including Section 508 compliance and WCAG 2.1. Further information regarding Citrix commitment and compliance with accessibility standards can be found at ttps://www.citrix.com/about/legal/security-compliance/section-508.html
• API: Yes
• What users can and can't do using the API: The Citrix Cloud Service API enables users to automate and manage their Citrix environment extensively. With the API, users can set up virtual applications, desktops, and manage networking configurations. This includes automating initial deployments and integrating with existing systems, allowing for a streamlined setup process directly through API calls.; ; Users can also make a variety of changes through the API. This encompasses updating configuration settings, scaling resources, managing user access and permissions, and modifying or adding new services. The API facilitates ongoing management and adjustments, making it easier to adapt the service as business needs evolve.; ; However, there are limitations to consider. Complex configurations, especially those involving detailed security settings or advanced networking, may still require manual intervention or access through the traditional management console. Additionally, Citrix enforces rate limits on API calls to maintain system stability and security, which could slow down the implementation of changes if many requests are made in a short period. Furthermore, access to make changes is dependent on user roles and permissions, restricting certain operations to users with adequate administrative privileges, aligning with organisational security policies.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Citrix Cloud Service offers a wide range of customisation options to tailor the service to specific organisational needs and workflows. ; 1. What can be customised:; User Interface (UI): Users can modify the look and feel of their virtual desktops and applications to align with organisational branding.; Application and Desktop Delivery: Organisations can choose which applications and desktops are available to different user groups.; Security Settings: Security protocols, such as access controls and authentication methods, can be tailored to meet specific security requirements.; Networking Configurations: Network settings can be customised to optimise performance and security for the organisation’s unique infrastructure.; 2. How users can customise:; Through the Citrix Cloud Management Console, administrators can access various configuration settings and apply changes directly. This includes deploying and managing applications, setting up desktop environments, and adjusting security.; APIs also allow for integration and automation of customisation tasks, enabling advanced setups and configurations.; 3. Who can customise:; Customisation permissions are typically restricted to administrators or IT staff with the necessary rights within the organisation. These individuals have the authority to make changes in the management console or through API access, ensuring that modifications are controlled and comply with corporate policies.

Scaling

• Independence of resources: Citrix Cloud is designed using industry best practices to achieve cloud scale and a high degree of service availability.; ; Citrix’s goal is to maintain at least 99.9% availability in any 30 calendar day period. Service interruptions and scheduled maintenance can be monitored on an ongoing basis at https://status.cloud.com

Analytics

• Service usage metrics: Yes
• Metrics types: Monitor in the Citrix Cloud console provides a real-time web tool you can use to monitor, troubleshoot, and perform support tasks for end users. These tools allow you to monitor the following service usage aspects:; User sessions and session use; Logon performance; Connections and machines, including failures; Load evaluation; Historical trends; Infrastructure
• Reporting types: Real-time dashboards

Resellers

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

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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: The Citrix Cloud control plane does not store sensitive customer information. Instead, Citrix Cloud retrieves information such as administrator passwords on-demand (by asking prompting the administrator explicitly). There is no data-at-rest that is sensitive or encrypted, and thus you do not need to manage any keys. Citrix Files stores your files in secure, SSAE 16 audited datacentres. Citrix Files privately managed server farm is equipped with the latest firewalls and Internet security updates to help keep your data completely safe, and physical security measures from fingerprint scanners to ballistic-proof exteriors protect against theft and natural disaster.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Requirements reviewed and agreed with customer
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Citrix and Microsoft goal is to maintain at least 99.9% availability in any 30 calendar day period. Other Public and Private clouds maintain individual levels of SLA. All availability requirements, including SLAs are reviewed and agreed with customers to meet individual requirements.
• Approach to resilience: Reviewed and agreed with customer to meet requirements dependent on selection of Public, Private, Hybrid cloud or data centre for hosting.
• Outage reporting: Analytics, Insights and Outage reporting requirements reviewed and agreed with customer to meet requirements and dependent on the hosting platform provide a selection of Dashboards, APIs and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access is restricted by default and customised to meet customer requirements
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Reviewed and customised to meet customer requirements
• Information security policies and processes: Reviewed and customised to meet customer requirements

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Reviewed and customised to align with customer Change Advisory Board (CAB) procedures
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Cloud analytic security services reviewed and agreed for deployment with customer to meet security requirements. Dynamic patching schedule available to meet customer requirements
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Citrix Analytics and other tools used to dynamically monitor and react to potential compromise. Available options provided for review and selection by customer
• Incident management type: Supplier-defined controls
• Incident management approach: Service Desk available to customer online or via phone for logging of all incidents to agreed SLA; ; Incident reports available online and via e-mail to meet customer requirements

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The service provision aligns with the goal of fighting climate change by prioritising environmental sustainability throughout our operations. We leverage cloud-based technologies to optimise resource utilisation, minimise energy consumption, and reduce carbon emissions associated with traditional on-premises infrastructure. Additionally, our solutions promote remote work and collaboration, reducing the need for commuting and thereby lowering greenhouse gas emissions. We are committed to continuously improving our environmental performance and implementing eco-friendly practices across our service delivery.

  Tackling economic inequality

  The service provision plays a role in tackling economic inequality by fostering economic opportunities and promoting inclusivity. Our initiatives focus on skills development, equipping individuals with the necessary tools and qualifications to succeed in the digital economy. By partnering with diverse suppliers and supporting small businesses, we contribute to a more equitable distribution of economic benefits. Our commitment to social responsibility extends beyond our core services, as we actively engage with stakeholders to identify and address socio-economic challenges within our communities.

  Equal opportunity

  The service provision is dedicated to fostering equal opportunity by championing diversity, inclusivity, and accessibility in the workforce. Our solutions are designed with accessibility in mind, ensuring that everyone, regardless of their background or abilities, can fully participate and benefit from our services. We advocate for fair and inclusive recruitment practices, providing opportunities for career advancement and professional development for all employees. By creating a supportive and inclusive work environment, we strive to eliminate barriers and create equal opportunities for everyone to thrive.

  Wellbeing

  The service provision prioritises the wellbeing of users and communities by promoting initiatives that support physical and mental health. Through our solutions, we facilitate remote work and flexible arrangements, promoting a healthy work-life balance and reducing stress. Our platforms provide access to resources and support networks, fostering a sense of community and connection. We are committed to continuously evaluating and improving the wellbeing impact of our services, ensuring that they positively contribute to the health and happiness of individuals and communities.

Pricing

• Price: £40 to £950 a user a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Every Citrix Cloud service is available on a free trial basis. Customers need only establish a Citrix Cloud login and ID on citrix.cloud.com and request the trials they desire from the main menu. Some trial requests may require specific approvals before being granted.

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 sean.russell@i-konic.com. Tell them what format you need. It will help if you say what assistive technology you use.