Pure commitment.
service description
Basic Managed VM
IaaS
G-Cloud service ID numbers
Assured: 7129 0493 5608 1255
version 7.1
service definition
Contents
Highlights .............................................................................................................................. 3
What is the service? .............................................................................................................. 4
What can I do with this service? ............................................................................................ 4
What are the key features and benefits? ............................................................................... 4
Why UKCloud? ..................................................................................................................... 4
What are the key technical features? .................................................................................... 6
Who is the service aimed at? ................................................................................................ 6
What are the service options? ............................................................................................... 6
How much does it cost? ........................................................................................................ 7
Is there a trial service? .......................................................................................................... 8
What are the terms and conditions? ...................................................................................... 8
Appendix ............................................................................................................................... 9
Service description UKC-SVC-42, version 7.1
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Highlights

UK sovereign — an assured cloud platform delivered from two secure UK data
centres by a UK-based company with UK government security-cleared staff

Disaster tolerant — two Tier 3 UK data centres separated by more than 100km
and securely connected by high-bandwidth, low-latency dedicated connectivity
enabling the distribution of application instances

Optimised for OFFICIAL — extensive independent validation (including CESG
PGA), the service fully aligns with the CESG 14 Cloud Security Principles, making
it ideal for all data classified at OFFICIAL (including OFFICIAL SENSITIVE) and
legacy IL0–IL4 solutions

Flexible connectivity options — connect via the internet (with DDoS protection
provided as standard), a government community network (PSN Assured service,
PSN Protected service, N3; or legacy GCF networks including PNN, GSI and
GSE) or by HybridConnect — using your own dedicated circuits such as CPAencrypted tunnels, leased lines or MPLS

Advanced Cross Domain Security Zone — a secure managed or self-managed
area that enables citizen access over the internet to data which is securely hosted
on the Elevated domain

Immediately available on both our Assured and Elevated platforms — zero delay
to your project

Flexible and adaptable — add, remove or change your solution via the UKCloud
Portal or using our fully documented API
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service definition
What is the service?
The UKCloud Basic Managed Virtual Machine (VM) service provides routine operating
system (OS) management. It helps customers take full advantage of the UKCloud Compute
as a Service platform by removing the burden of basic operational tasks, so that customers
can focus higher up the VM/OS management layer.
Customers can use the service to provision and manage Windows and Linux OSs. The
service is intentionally simple and consistent with our ethos of automation. More
comprehensive managed VM services are available from UKCloud partners.
Note that this service is in addition to the provision and cost of the chosen Compute as a
Service VM.
What can I do with this service?
The service enables customers to have their basic VM tasks managed by UKCloud. It
includes tasks such as deployment, configuration, patching and rebooting of VMs.
For full service details, see the technical features section of this service description.
What are the key features and benefits?
The UKCloud Basic Managed VM service helps with initial deployment and ongoing
management of Windows and Linux OS VMs on the UKCloud Compute as a Service
platform, and with organisational virtual data centres. Limited OS support is available,
primarily during core hours; and monitoring and reporting are provided via the UKCloud
Portal.
Why UKCloud?
UKCloud is a UK company founded in 2011. We are unique among cloud providers as we
maintain an exclusive focus on the UK public sector. We were one of the first G-Cloud
providers to successfully achieve CESG Pan Government Accreditation.
Our range of on-demand, pay-for-what-you-use cloud services with no minimum
commitment are suitable for OFFICIAL and OFFICIAL SENSITIVE (formerly IL0 through IL4)
data. They're delivered from two secure Tier 3 UK data centres separated by more than
100km, which are securely connected by dedicated high-bandwidth, low-latency CESGassured circuits, enabling synchronous replication.
We help public sector organisations lower their CO2 emissions through reduced energy
consumption, sustainable procurement and better hardware utilisation. UKCloud is a
CarbonNeutral® Company whose data centres have a low carbon footprint and low PUE
rating, and comply with the EU Data Centre Code of Conduct.
Security assurance
We offer our cloud services from UK data centres, operated by UK government securitycleared staff. Customers’ data is therefore not subject to foreign legislation or the risk of
international surveillance or disclosure.
Our services are designed and built with clear alignment to the 14 CESG Cloud Security
Principles that all UK public sector organisations use when assessing cloud-hosted
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solutions. The UKCloud cloud platform benefits from extensive independent validation via
certifications ranging from international standards (for example, ISO 9001, ISO 27001,
ISO 20000) to UK public sector–specific standards (for example, PSN, N3/HSCIC).
Our cloud platforms are subject to regular, extensive IT Security Health Check (ITSHC)
CHECK Tests by independent, CESG-approved assessors to provide our customers with
confidence in the physical and technical security controls which have been implemented to
protect their valuable data assets.
Connectivity
Both of our UK data centres have resilient connections to secure UK government networks
such as PSN Assured, PSN Protected and N3, as well as large-scale, DDoS-protected
internet connectivity. We also make it possible for you to present your own connections
(such as direct connectivity into your MPLS, or inexpensive point-to-point connections via
leased lines); and offer a Secure Remote Access solution that allows secure VPN access to
the Elevated OFFICIAL domain.
Flexibility
We offer simple products for delivering complex solutions, all designed to reduce security
risks without decreasing the flexibility of a cloud platform. Our differentiated, commoditised
products provide a choice of IaaS, PaaS and SaaS; service levels; virtual machine sizes;
and security levels.
We provide innovative solutions to further increase cloud flexibility, such as the Cross
Domain Security Zone which enables internet-facing Assured OFFICIAL applications to
connect to data stored within our Elevated OFFICIAL domain. This allows you to keep your
data safe, while letting citizens interface with the information they need.
Public sector partnerships
We have a committed team focused on identifying partners who understand the UK public
sector and have expertise in enabling and accelerating digital transformational projects.

Managed Service Providers (MSPs). Specialists in services relating to the design,
management and support of environments built within UKCloud’s cloud platform,
helping to reduce the complexities of platform management.

Systems Integrators (SIs). Organisations that fully understand UKCloud’s cloud
portfolio and are experts at bringing together individual cloud components to deliver
entire cloud-based solutions.

Developers and Independent Software Vendors (ISVs). Able to provide fully
packaged applications or SaaS solutions which leverage UKCloud’s secure cloud
capabilities.

Strategic Advisors/Consultants. For customers who require additional advice around
delivering solutions in the cloud, our consultancy partners and subject specialists can
help define strategy, develop action plans and create solutions.
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What are the key technical features?
The service is available for a number of operating systems — ask us for an up-to-date list. It
provides the following technical features:

Initial deployment of standardised Windows and Linux OS from a UKCloud image

Initial configuration of common OS parameters, such as IP address and disk volumes

Fixed (pre-determined) disk/volume configuration

Provision of critical core OS security patches

Provision and maintenance of an antivirus solution

Monitoring of OS availability (PING response), capacity and performance

Rebooting of a non-responding OS

Backup and recovery of entire VM images

Provision of RHEL licenses if applicable
No extended troubleshooting or remediation are offered. To provide a faster time-to-recover,
UKCloud offers the following recovery options in the event of a recurring or prolonged error
condition:

Reverting a VM to a snapshot (last known good configuration)

Redeployment of OS from a standard OS image (application and data would need to
be reloaded by the customer)

Recovery of a VM from a known good backup
Who is the service aimed at?
This service is aimed at any customer who:

Wants to reduce the burden of routine VM management and maintenance

Has non-essential systems such as PoCs which require a functional OS

Has systems that can tolerate a replace-not-repair approach to fault remediation
What are the service options?
There are no options for this service. We suggest organisations consider services offered by
UKCloud partners if a more comprehensive or flexible service is required.
Backup/restore
The UKCloud Managed VM service depends on the backup/recovery component of the
UKCloud Compute as a Service offering, which is repeated here for reference:

UKCloud performs an image-level backup/recovery of each managed OS

Recovery of individual files or databases isn't available

By default, basic service level VMs don't include backup, but customers can select a
24-hour backup policy which is charged on a per-GB basis
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
Alternatively, customers can engineer a backup facility themselves (for example
using our Cloud Storage service)

STANDARD and ENHANCED service level VMs include the toolsets to back up
individual VMs using our Cloud Storage service. This service has the following profile
with defined options:
o
Retention: 2 or 4 weeks
o
Location: offsite
o
Frequency: once a day
o
Backup is charged based on the total amount of storage consumed
o
Restoration can be completed by the customer or on request by UKCloud
Disaster recovery
The UKCloud Basic Managed VM service depends on the ENHANCED service level
component of the UKCloud Compute as a Service offering to provide disaster recovery of
managed VMs.
Service levels
Core^ hours
Non-core^ hours
Incident response via the
UKCloud Portal
P1 —
P2 —
P3 —
P4 —
P1 —
P2 —
P3 —
P4 —
Incident update via the
UKCloud Portal
P1 — hourly
P2 — every 2 hours
P3 — every 24 hours
P4 — every 24 hours
within 15 minutes
within 4 hours
within 24 hours
within 72 hours
within 2 hours
within 8 hours
within 24 hours
within 72 hours
P1 — every 4 hours
P2 — every 8 hours
P3 — every 24 hours
P4 — every 24 hours
^Core hours are 0900–1800, Monday through Friday.
How much does it cost?
All pricing is exclusive of VAT.
This service is in addition to any charges accrued by the underlying VM.
There are two service purchase and consumption types, described below. Bespoke work or
contract terms can be discussed outside these service types.
Type: Per VM
The organisation identifies specific individual VMs to be managed. The price includes routine
management of each VM, such as backups and updating of definitions, plus three hours'
management time per VM per month when an unpredicted issue or request requires more
manual intervention (such as an image redeploy or recovery from backups). Additional hours
of management time can be purchased as required.
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Type
Included hours
Price per month
Additional hour price
Minimum commitment*
Per VM
3
£220
£100
3 months
*After three months, this service will continue on a rolling monthly basis until cancelled by
the customer.
Type: Contractual
The customer receives significant discounts by committing to a longer contracted period of
time and for a quantity of concurrent VMs (in batches of 20). Each assigned VM will be
managed for a minimum of one month before management can be assigned to a new VM.
20 concurrent VMs
12 months
24 months
36 months
£46,464
£86,592
£118,800
Cloud Credits
The Cloud Credits option allows organisations to purchase Cloud Credits upfront and
redeem them against UKCloud over a maximum two-year period. This allows organisations
to effectively commit their CAPEX or budget spend in advance, with monthly usage
deducted from the balance until depleted.

Every £1 spent on Cloud Credits equals £1 to be spent on UKCloud

The purchase of Cloud Credits can be made against any G7 Service Description, and
Cloud Credits are transferable between services

Cloud Credits can be used for a single service or a combination of services or orders

Any unused Cloud Credits at the end of the two-year period are non-refundable
Worked example
If you know you will consume at least £550,000 of UKCloud over a two year period based on
previous or projected usage, you may choose to pre-pay this amount. You'll receive a value
of £550,000 worth of Cloud Credits to be used against any UKCloud service over a
maximum two-year period.
You'll receive a monthly invoice, with payment automatically taken from your UKCloud Cloud
Credits, if available. You'll need to inform our finance department if you wish to make any
amendments to how your invoices are paid.
Is there a trial service?
Not applicable — refer to the UKCloud Compute–as-a-Service offering.
What are the terms and conditions?
Please refer to the Terms and conditions document for full details.
The appendix at the end of this service description provides a service summary.
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there is an identified and demonstrable
immediate risk to a customer's environment;
Appendix
On-boarding and off-boarding
UKCloud and the organisation will complete a
profile which details the roles and responsibilities
expected of both parties.
UKCloud will then deploy and configure a VM
from a standard build template to which customers
can then upload or migrate applications.
Service management
A comprehensive secure online Portal will provide
the most common Service Management
functionality and address most requirements.
An experienced, qualified ITIL Service Delivery
Manager will be assigned to each customer, and
will be responsible for the ongoing customer
relationship. They will also provide assistance with
reporting, incident escalation and continual
service improvement, at all times following
UKCloud’s ITIL-based process framework.
Service constraints
UKCloud will adhere to the following in terms of
maintenance windows:
Emergency Maintenance shall be excluded from
any availability calculation in regard to Service
Credits but shall be included in the monthly
service reporting.
Training
A range of user and administrator manuals,
tutorials and FAQs are available online.
Service lead time
Organisations are required to have a consultation
session to ensure that roles and responsibilities
are defined. Once complete, the Basic Managed
VM service can commence at an agreed time.
Termination
Terms
At the point of termination, all customer data,
accounts and access will be permanently deleted,
and will not be able to be subsequently recovered
or restored. Customers are advised to move
application and data to unmanaged VMs on the
UKCloud Compute as a Service platform.
“Planned Maintenance” means any pre-planned
maintenance of any infrastructure relating to the
Services. UKCloud shall provide the customer
with at least twenty four (24) hours’ advance
notice of any such planned maintenance:
Costs

Planned Maintenance of UKCloud’s
infrastructure relating to the service shall
happen between the hours of 00:00 and
06:00 (UK local time) Monday to Sunday
and/or between the hours of 08:00 and 12:00
(UK local time) on a Saturday and/or Sunday.
No Planned Maintenance will take place on a
Saturday unless agreed in advance by both
parties.
Data restoration / service migration

The control and management of access and
responsibilities for end users.
Planned Maintenance shall be excluded from
any availability calculation in regard to
Service Credits but shall be included in the
monthly service reporting.

Advanced OS security hardening specific to
application requirements

Deployment and management of non-core
OS components such as IIS, Apache and
Active Directory

User account creation, administration and
assignment of permissions

Deployment of patches facilitated by a
UKCloud-provided patch repository and
sourcing and deployment of all non-core OS
and non-critical patches

Timely testing of application and data
following any changes to the managed VM

“Emergency Maintenance” means any emergency
maintenance of any of the infrastructure relating to
the Services. Whenever possible, UKCloud shall
provide the customer with at least six (6) hours’
advance notice:

Whenever possible Emergency Maintenance
of UKCloud’s infrastructure will happen
between the hours of 00:00 and 06:00 (UK
local time) Monday to Sunday and/or
between the hours of 08:00 and 12:00 (UK
local time)on Saturday and/or Sunday, unless
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There are no termination costs for this service.
UKCloud may make an additional charge for
transferring data out of the service.
This service will not cover any data restoration or
service migration. UKCloud recommends the use
of UKCloud Partners for such activities.
Customer responsibilities
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
Management of AV policies, exclusions and
quarantine

Clean-up of virus infestations

System administration tasks

Creation of systems documentation

Configuration management of OS and
application components

Disaster recovery and business continuity

Security management and protective
monitoring of OS and applications

Optimisation of VM resources
The customer is also responsible for ensuring only
appropriate data (OFFICIAL) is stored and
processed by applications on this environment
and that they abide by our Security Operating
Procedures (SyOps).
The customer is also responsible for accrediting
the OS and application environment including this
Basic Managed VM service.
Financial recompense model
Not applicable — refer to the UKCloud Compute
as a Service offering for applicable details.
Technical requirements
This service applies only to VMs running on the
UKCloud Compute as a Service platform.
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UKCloud Ltd
A8 Cody Technology Park
Ively Road
Farnborough
Hampshire
GU14 0LX
+44 (0)1252 303300
[email protected]
www.ukcloud.com
© UKCloud Ltd. 2015
All Rights Reserved.
UKC-SVC-42