Difference between revisions of "ISO:Operations"
Jump to navigation
Jump to search
| (12 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
| + | This document can now be found at its new location in the [https://docs.hornbill.com/hornbill-cloud/iso/operations/ Hornbill Document Library]. | ||
| + | |||
| + | [[file:hornbill-document-library.png|ISO Operations|link=https://docs.hornbill.com/hornbill-cloud/iso/operations/]] | ||
| + | |||
| + | <!-- | ||
==Capacity management== | ==Capacity management== | ||
| − | Network utilization, disk utilisation and server load is monitored | + | Network utilization, disk utilisation and server load is monitored. This provides automatic alerts when pre-set thresholds are exceeded. The Chief Technical Officer is responsible for ensuring this monitoring is conducted and action taken to resolve any issues. |
We have hardware available for our expected growth of Hornbill and this is reviewed\increased every 3 months with the purchasing of additional hypervisors\rack space. If required, we can also create a instance or complete replica of the Hornbill infrastructure in AWS in record time meaning that capacity and scalability is never an issue. This scalability along with the underlying server code also removes all limitations for user increase as new servers can be added as demand increases. | We have hardware available for our expected growth of Hornbill and this is reviewed\increased every 3 months with the purchasing of additional hypervisors\rack space. If required, we can also create a instance or complete replica of the Hornbill infrastructure in AWS in record time meaning that capacity and scalability is never an issue. This scalability along with the underlying server code also removes all limitations for user increase as new servers can be added as demand increases. | ||
| − | Network utilization, disk utilisation and server load is monitored realtime by collection of over | + | Network utilization, disk utilisation and server load is monitored realtime by collection of over 1000 data points (CPU\RAM\HDD utilization for all services etc) for use in graphing\realtime monitoring. These tools\charts\engines provides automatic alerts when pre-set thresholds are exceeded. The Chief Technical Officer is responsible for ensuring this monitoring is conducted and action taken to resolve any issues. |
==Monitoring == | ==Monitoring == | ||
| Line 21: | Line 26: | ||
* Sanity (Checks for Mail Queues, Expected load etc). | * Sanity (Checks for Mail Queues, Expected load etc). | ||
* SIEM (APIs\Resource Usuage\Network Traffic and DB Access\Requests) | * SIEM (APIs\Resource Usuage\Network Traffic and DB Access\Requests) | ||
| + | |||
| + | |||
| + | Hornbill also maintains a fingerprint for each instance for each hour of the day across different days for key metrics (APIs\Resource Usage\Network Traffic\DB Access\Count of Emails In\Out etc) which are compared with the live instance metrics every 15 minute. This allows us to detect any abnormal patterns which may indicate internal issues, threats, security issues, misconfiguration or other strangeness near realtime. Anything outside of a standard deviation from normal for 1 or more the key metrics for each fingerprint is subjected to further automatic review and the outcome of this will escalate under conditions to the Cloud Team. After review this may be escalated to the instance contacts for clarification or notification of possible issues. In extreme circumstances (Either exceptional load, possible security issue or similar) Hornbill will act to prevent harm to the instance or platform and the contact for instance informed of the action taken and reason. | ||
==Backups == | ==Backups == | ||
| Line 44: | Line 52: | ||
Backups are checked for integrity automatically at time of taking, upload to S3 and at different levels either Weekly or Monthly. | Backups are checked for integrity automatically at time of taking, upload to S3 and at different levels either Weekly or Monthly. | ||
| + | |||
| + | It is noted that for GDPR removal requests any deletion of data from an instance will not be deleted from any backups and will be removed via the cycling of the backup (Upto 90 days.). On any restore Hornbill will then re-remove the requested records as per the Service Manager incident request. The customer can request to have all backups deleted (On the understanding that no historic backups will be restorable prior to this) that contain the removal request data. | ||
==Access== | ==Access== | ||
| − | All Logins to systems processing customer data will automatically send a report to the Hornbill | + | Access to any system is restricted. All default passwords are changed. All Logins to systems processing customer data will automatically send a report to the Hornbill Login Workspace (allows anyone in company to highlight or ask questions on why access and provides transparency) and raises a request. This Login must then be associated with a given service manager request or Hornbill workspace post to ensure a valid reason exists to login. These Logins are then audited by the Security manager to ensure no unauthorised access was performed. |
| + | Passwords on all systems are changed on leaver or schedule. | ||
Backups are restored (and therefore restore process tested) nightly to ZIP before being pushed to offsite location and a random backup restore is performed on schedule basis to ensure that backups are correct\valid. | Backups are restored (and therefore restore process tested) nightly to ZIP before being pushed to offsite location and a random backup restore is performed on schedule basis to ensure that backups are correct\valid. | ||
| Line 56: | Line 67: | ||
==Customer Access to Logs== | ==Customer Access to Logs== | ||
Customers can access their own logs via the Admin portal, these logs are restricted to their instance and any shared logs (Such as Web front end, DataService logs etc) are not available. This ensures that the cloud service customer can only access records that relate to that cloud service customer’s activities and cannot access any log records which relate to the activities of other cloud service customer. | Customers can access their own logs via the Admin portal, these logs are restricted to their instance and any shared logs (Such as Web front end, DataService logs etc) are not available. This ensures that the cloud service customer can only access records that relate to that cloud service customer’s activities and cannot access any log records which relate to the activities of other cloud service customer. | ||
| − | Customer accessible logs are available for the current day (Note that this is different to Audit Logs, such as security logs which are available for 6months) via the portal and on request for 2 months from Hornbill (requests should be submitted to data.processor@live.hornbill.com ) by the nominated contacts for a given instance (Technical or Data Security). | + | Customer accessible logs are available for the current day (Note that this is different to Audit Logs, such as security logs which are available for 6months) via the portal and on request for 2 months from Hornbill (requests should be submitted to data.processor-hornbill@live.hornbill.com ) by the nominated contacts for a given instance (Technical or Data Security). |
=== Customer Access to Audit and Access Logs. === | === Customer Access to Audit and Access Logs. === | ||
| Line 76: | Line 87: | ||
== Hardware == | == Hardware == | ||
| − | Only hardware provided by the IT team and obtained via existing approved vendors may be used to access the management or customer networks. All Clocks are syncronized with NTP and checked to be within 1 minute of primary servers. | + | Only hardware provided by the IT team and obtained via existing approved vendors may be used to access the management or customer networks. All Clocks are syncronized with NTP and checked to be within 1 minute of primary servers. All default passwords changed. All hardening is inline with Vendor, Industry and Hornbills own polices\standards. All hardening is confirmed via monitoring and any changes would automatically escalated and automatically reverted within 5 minutes of any unsanctioned change. |
| + | |||
| + | --> | ||
| + | <!-- hornbill-cloud/iso/operations --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 19:56, 11 April 2024
This document can now be found at its new location in the Hornbill Document Library.
