Redpalm Technology Services

Cloud Hosting

Allows clients to deploy, manage, run software by
providing virtual machines and storage or network resources.

Features

• Hosting virtual machines
• Platform as a Service (PaaS)
• Infrastructure as a Service (IaaS)
• Software as a Service (Saas)
• Real-time monitoring
• Remote access
• Secure environment

Benefits

• Centralised management
• Publish content from multiple devices
• Increase Scaleability
• Provides Flexibility
• Cost effective
• Increase Security

£0.00 a unit an hour

• Education pricing available

Service documents

• Pricing document

  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 neal.chauhan@redpalm.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

884475321517209

Contact

Neal Chauhan
03330063368
neal.chauhan@redpalm.co.uk

Service scope

• Service constraints: As a business we have not encountered any constraints whilst offering these type of services.
• System requirements:
  • Operating systems must be supported versions
  • Applications must be supported versions
  • Configured in a secure manner

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependant on user SLA to which are tailoired to the clients requirements, e.g from a 15 min response to a NBD response.
• 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: Users can interact with our engineers in real-time to answer any questions or issues.
• Web chat accessibility testing: Our webchat allows the font and contrast to be changed to make it easier for visually impaired users.
• Onsite support: Onsite support
• Support levels: Support levels are tailored to each clients requirements.; Every client will recieve a dedicated account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide onsite training, online training and user documentation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Dependant on the service a copy can be downloaded or Redpalm can provide this copy directly.
• End-of-contract process: At the end of the contract all services and support will be terminated.; Renewal of contracts is straightforward via our automated renewals manager.

Using the service

• Web browser interface: Yes
• Using the web interface: Users are able to log in and easily make any changes via the web interface.; Some advanced customisations need to be done via a command line, but this is still achieved through the web interface.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The web interface is accesible through all supported web browsers.
• Web interface accessibility testing: Font and contrast changes for visually impaired users
• API: Yes
• What users can and can't do using the API: Our API allows applications to access data and interact with external software components, operating systems, or microservices.; ; They bring applications together in order to perform a designed function built around sharing data and executing pre-defined processes.
• 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: Most things can be implemented via the command line interface. There is supporting documentation around this.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Resources pools are used to guarantee performance and that users are not affected by others.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • SMS

Analytics

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

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft Azure and Amazon Web Services

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • 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
  • 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:
  • Files
  • Virtual Machines
  • Databases
  • Configuration
  • Media
  • Data
  • User accounts
• Backup controls: Users can select what they would like to be backed up and how they would like this scheduled.; The Recovery Time Objective (RTO) and Recovery Point Objective (RPO) for the user can be customised dependant on their requirements.
• 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
  • 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
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer a 99.999% service uptime.
• Approach to resilience: Available on request.
• Outage reporting: Via a a public dashboard and email alerts.

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 restrict access in management interfaces and support channels by using role based access so only those users who require access will be granted it. These login's are secured via MFA
• 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
  • 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: British assessment bureau
• ISO/IEC 27001 accreditation date: 30/03/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Available upon request.

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: All changes go through an ITIL aligned Change Advisory Board (CAB) Process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: As per Cyber Essentials we patch all critical and high risk vulnerabilities within 14 days. We use a number of sources to understand and gather information on potential threats, which can be provided upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: .Proactive monitoring from a number of systems is used to alert potential compromises. Any potential compromise will immediately raise a ticket in our service desk system and will be assigned to an engineer to investigate almost immediately.
• 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: Major incidents can be logged by users to our service desk via email, phone or web portal. This initiates our major incident process which details a timeline of events and the root cause with remdiation on how to stop a reocurrance of this type of event. This report is provided to all customers after a major incident.

Secure development

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

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: Through the use of isolated environments.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Microsoft and AWS follow the EU code of Conduct.

Social Value

• Fighting climate change:

  Fighting climate change

  where possible we try and minimise our impact upon the climate/environment.
• Covid-19 recovery:

  Covid-19 recovery

  Part of our business continuity plan.
• Tackling economic inequality:

  Tackling economic inequality

  This falls under our CSR policy
• Equal opportunity:

  Equal opportunity

  This is covered by our staff handbook.
• Wellbeing:

  Wellbeing

  This is covered within the staff handbook.

Pricing

• Price: £0.00 a unit an hour
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  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 neal.chauhan@redpalm.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.