What is Garaj Cloud?
Garaj Cloud is the first public cloud platform of Pakistan brought forward by "Jazz". Garaj is the single window autonomous platform for all self service operations pertaining to on-boarding, subscribing, billing, invoicing and managed services of cloud offerings.
How do I get on-board with Garaj?
Register an account by clicking sign-up and follow the on-boarding process.
What should I do if I do not receive an OTP?
You can request an OTP to be re-sent from the login screen or contact helpdesk at [email protected].
How can I get a trial for Garaj experience?
You can request for a 7 day Garaj demo where you will have the liberty to enjoy services valuing upto $450.
How will I pay for my subscriptions?
All payments can be made via secure online payment gateway by both JazzCash and Credit/Debit card.
What is security deposit?
Security deposit is your credit limit to avail the subscriptions upto and is equivalent to a minimum of 1.5x your total bill. You may have your credit limit enhanced further higher if you wish.
How will I confirm provisioning of my subscribed services?
Details of your subscriptions, once successfully provisioned, will be sent to you on your registered email address.
How do I cancel my Garaj Support subscription?
You can cancel your Garaj subscription by unsubscribing from your subscription control pages.
How many datacenters does Garaj have?
Garaj is hosted in datacenters at two sites: Lahore and Islamabad.
What is the difference between VDC and VPS?
VDC is a dedicated datacenter subscribed for self service. Operations such as VM creation, network configuration and services are managed by yourself. VPS is a private server which Garaj manages for you.
Can I resize my VDC/VPS after provisioning?
Yes, you can modify your resources at any point in time during the course of your subscription.
What is a snapshot?
A snapshot is a temporary recovery point in time taken for maintenance activities.
How will Garaj ensure security of my data?
Garaj offers multiple layers of security to ensure data security and integrity including web application firewall, distributed firewall, endpoint detection and response and unified threat management.
What services does Garaj offers?
For details of services avaialble at garaj please visit the product pages.
How is data security and privacy ensured on Garaj?
Garaj delivers onion layered security services. We prioritize data security and employ multiple layers of protection to safeguard your information. This includes encryption at rest and in transit, regular security audits, access controls, and compliance with industry standards and regulations.
Can I connect Garaj cloud services with my existing infrastructure or applications?
Yes, our cloud services are designed to be easily integrated with existing infrastructure and applications through MPLS connectivity.
How Garaj handles data backups and disaster recovery for applications and data?
Garaj ensures High Availability so you always have access to your data and workload. In addition to that Garaj provide data backup solutions and disaster recovery options, as an add-on which you can subscribe to further ensure the safety and availability of your applications and data.
Can I monitor the performance and health of my applications on Garaj?
Yes, Garaj offers monitoring and analytics tools that allow you to track the performance, health, and usage of your applications and workload on our cloud platform. You can gain insights into resource utilization, response times, and other key metrics to optimize your application's performance.
How do I register a complaint?
You can register your complaint using Help Desk to raise a support ticket, call our 24/7 helpline or email us at [email protected]
I require assistance managing and operating my cloud platform
Garaj managed services team will be happy to assist you in any way possible, should you choose to opt for this service.
In which language does Garaj provide support and services?
Garaj provides supports and services in English and Urdu.
When can I request Garaj support?
Garaj offers 24/7 support which can be engaged either through Garaj portal helpdesk, or calling at our helpline 0304 111 0365 or reach out to us at our email [email protected]
What types of issues are supported?
Garaj offers 24/7 break n fix support for cloud platform.
How many support cases can I initiate with Support?
There is no capping on the number of support tickets you can raise.
How many users can open technical support cases?
Registered users can open support tickets only.
What level of technical support do you offer for your cloud services?
Garaj provides comprehensive 24/7 technical cloud support to assist you with any issues or inquiries related to our cloud services. Our support team is available to address your questions and concerns through various channels, including email, phone, and a ticketing system.
How is time synchronization and log integrity maintained?
All critical systems within the VDC synchronize with secure internal NTP servers. Logs are timestamped using synchronized clocks and protected against unauthorized access or modification. Garaj Cloud systems are synchronized using Network Time Protocol (NTP v4) with trusted global time sources such as time.cloudflare.com, time.google.com, or equivalent stratum-1 server, maintaining a reference to Coordinated Universal Time (UTC +0000). Customers are advised to synchronize their own systems to UTC +0000 using reliable public NTP servers to ensure consistent timestamp alignment with Garaj Cloud.
How does Jazz Garaj handle system and service changes securely?
Any new or modified system component undergoes a formal change management process prior to implementation. Changes are assessed for potential impact on security, tested in a controlled environment and approved.
What are the roles and responsibilities for security between Jazz Garaj and its customers?
Jazz Garaj is responsible for securing the underlying infrastructure, virtualization layer, and physical facilities. Customers are responsible for securing their data, applications, and access credentials.
How is customer data protected during transfer and storage?
Data in transit is protected using TLS/SSL encryption, and data at rest is encrypted.
What compliance standards does Jazz Garaj follow?
Jazz Garaj follows ISO/IEC 27001-certified information security practices and is actively aligning with ISO/IEC 27017 and ISO/IEC 27018 standards to enhance cloud security and data privacy.
How can customers request additional security information?
Customers may request details about Jazz Garaj's security practices, compliance certifications, or audit summaries by contacting the Security & Compliance Team via [email protected]. Sensitive technical information is not shared publicly for security reasons.
How are security incidents handled?
Jazz Garaj maintains a documented Incident Response Procedure that includes 24/7 monitoring, investigation, and customer notification steps. In the event of a security incident, predefined incident response procedures are activated. Affected customers are promptly notified in accordance with regulatory and contractual obligations if applicable.
How often are security controls reviewed or tested?
Security controls are reviewed regularly, with annual vulnerability assessments and penetration testing conducted to validate the effectiveness of safeguards. Customers can request the POC for certification proof.
General Cryptography
Generically we use AES 256, RSA 2048, ECC 256 etc.
What are the Shared Roles and Responsibilities of customer and Service providers
• Information-security governance
CSC: defining policy needs
CSP: implementing supporting controls and provides evidence.
• Risk assessment and treatment
CSC: performing business-impact analysis
CSP: identifying infrastructure risks and shares residual risk info.
• Access control
CSC: managing user IDs & roles
CSP: managing admin and system access, MFA, and monitoring.
• Incident management
CSP: detecting & reporting service incidents
CSC: responding, assessing impact on business data, and communicating to stakeholders.
• Backup & recovery
CSP: Provisioning of backup service/setup for the customer
CSC: Customer is responsible for managing its own backup service assigned which is provision to it.
• Vulnerability management
CSP: patching underlying layers
CSC: patching applications / OS within its control.
• Compliance assurance
Both parties cooperating in audits, sharing compliance evidence, and closing findings.
• Termination / data removal
CSC: verifying and retaining evidence.
CSP: performing secure deletion or return
