CSS Quality

This process was updated August 2023.

Introduction

This outline delivers a perspective of tasks to be undertaken for a successful upgrade of users from TCES Connections to TCES Community. The document is aimed at lead officers and project managers.

Frequently Asked Questions
Is your Data Centre accredited to IOS 2000, ISO 227001, ISO 22301, ITIL or equivalent?	To ensure the best service for our customers, we invest heavily in our hosting infrastructure, provided reliably and successfully over the past decade by market leading Rackspace UK Limited. With zero downtime between our two geographically separated data centres and security managed by Rackspace 365.24.7 we can guarantee that our solutions are available at all times. Our investment now extends to our helpdesk providing seven days support to clients who don’t take weekends off. We are a BSI ISO 9001 and Cyber Essentials Plus accredited organisation. Our Data Centre security accreditations at Rackspace are listed below; ISO/IEC 27001 Compliant ISO 9001 BSI Quality Management ISAE 3402 Type II Service Organization Control – SOC Reporting ISAE 3402 Type II Service Organization Control – SOC3 Reporting
Do you have any quality accreditations?	CSS are always working towards additional accreditations to help support our business, customers and systems. Cyber Essentials Plus We are successfully certified in the Cyber Essentials Plus scheme. This certification recognises the work we do to ensure we always guard against the most common cyber threats and our commitment to cyber security throughout our business. Cyber Essentials Certificate ISO 9001:2015 Certified We are proud to be ISO 9001:2015 certified, the internationally recognised Quality Management System standard. Continually improving our customer service protocol, under pinning our day-to-day processes and ensuring we actively embrace our dedicated support promise. BSI ISO 9001 Certificate Information Governance Level 3 CSS are certified by the Information Governance Toolkit (IGSoc level 3) who uphold information rights, promoting openness by public bodies and data privacy for individuals The purpose of the accreditation is to demonstrate that CSS can be trusted to maintain the confidentiality and security of personal information Further information ICO – Data Protection Register (Reg Number: Z284089X) CSS adhere to the Data Protection Act 2018 and its subsequent requirements. Further Information GDPR Compliant CSS is committed to ensuring we follow the correct GDPR regulations, policies have been produced to ensure personal information is always dealt with in the correct manner Link to the GDPR Data Processing Compliance Procedures ISO/IEC 27001 Compliant with hosting provider Rackspace The United Kingdom (LON 3 and LON 5), Hong Kong and Australian data centres are certified to the international standard for information security, ISO 27001. This certification also includes our internal International Global Security Services and Information Technology Infrastructure Services functions. This standard provides a framework for managing a business’s security responsibilities and provides external assurance for customers as to the scope and scale of our secure environment Link to the Rackspace ISO 27001 Certification
What is your incident management approach?	CSS have developed an Incident Management process under ISO 9001 standards which details both the Incident and Service Request Management processes. CSS Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by e-mail, telephone and web portal. Monthly customer reports will detail incident information.