Managed Backup. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open

(1)

Classification: Open

Managed Backup

Lot 4 - Specialist Cloud Services

(2)

Lot 4 - Specialist Cloud Services

Service Definition: Managed Backup, Issue: 3.0

Copyright: MDS Technologies Ltd 201415/12/2014

Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd.

(3)

Why MDS?

 A tailored cloud solution that fits your business needs

 Full range of cloud hosting options from pure public cloud to hybrid cloud and physical enablement solutions

 A support team which is based on the same highly secure campus as our cloud platform

 An assured cloud platform that is independently validated for OFFICIAL and OFFICIAL SENSITIVE data

 A fully managed platform, supported up to Operating System

 Over12 years experience of providing infrastructure services

 SC cleared operational support staff

 24/7 support through our ITIL-aligned Service Desk

 Additional professional services such as project delivery and technical consultancy

 ISO27001, ISO9001, ISO14001 accredited

 Over 12 years experience in supporting Public Sector customers

 A privately owned, UK sovereign company

 We are an SME - agile with minimal bureaucracy

PROFESSIONAL, PERSONALISED SOLUTIONS

Summary of service benefits

 File and application backup service, typically operating at a more granular level than IaaS providers offer

 Based on Symantec Backup Exec, with access to a wide range of client agents and software options

 Monitored by the MDS Service Desk to ensure that issues are actively resolved

 24x7 cover for high priority restores

 Suitable for OFFICIAL and OFFICIAL SENSITIVE environments

Product Overview

Backups and resilience is a central part of any IT requirement. Some cloud providers offer a generic backup solution within their IaaS offering that takes a full image backup of the customer’s servers. These work well if the whole server needs to be restored; however they are difficult to manage for individual file restores. MDS is offering this Managed Backup service to underpin an existing IaaS or other hosted solution with a backup solution which works at file level.

Using Symantec Backup Exec, MDS will work with each customer to provide a bespoke backup service based on the detailed requirements that each project has. This may include individual files, mailboxes, databases and transaction logs. MDS will then manage and monitor the service to ensure that backups are being successfully taken, periodic test restores are completed and user requests for restoring data are completed within an agreed time period.

MDS typically offers this service inside of the IaaS provider’s infrastructure using archive storage (or similar) for a backup location, however ‘off-site’ solutions can also be provided.

Product Features

The Managed Backup service available from MDS offers the following features and benefits:  Backup services using market leading Symantec software

 More granular backup regime than offered by IaaS providers, with the ability to back up individual files, mailboxes and databases at frequent intervals during the day

(4)

Copyright: MDS Technologies Ltd 201415/12/2014  Agreed service levels for delivering backups and restores, including monitoring and alerting to MDS

staff when backups fail to complete.

Example Use Cases

Organisations using the Managed Backup service will gain benefits in the following scenarios:

 Where Recovery Point Objective (RPO) requirements are less than 24 hours, such that the last good IaaS backup may not be close enough to meet the requirement

 Where restoring a single file, database or anything less than a full server image is required  Where backups of transactional or rapidly changing applications are required in order to

maintainfrequent restore points.

 Where a customer needs backups to be transferred off site, or to another cloud hosted solution  Securely storing backups of non-cloud servers within a cloud storage environment

Technical Features

The service has the following features;

 File level backups and restores using Symantec Backup Exec software  Deduplication of backup data to heavily reduce backup storage requirements  Remote server agents for Windows and Unix operating systems

 Remote agents for a wide range of applications and database services

Overview of the G-Cloud Service

Our core service covers the following scope:

 Setup and confirguration of backup regime – as directed by the customer  Management and monitoring of all backup jobs

 All backup jobs subject to a test restore at least annually

 Backup restores initiated as a Service Request through our Service Desk

Information Assurance

This service can be delivered into a variety of cloud platforms. MDS typically work with the Skyscape

assured cloud platform, which is designed and optimised to meet the unique information assurance needs of UK public sector organisations. It provides the following assurances:

 UK Sovereign platform delivered from secure UK data centres by a UK company with SC cleared UK staff

 Suitable for all data classified at OFFICIAL, including OFFICIAL-SENSITIVE data under the Government Security Classification Policy (GSCP)

 Suitable for legacy IL0, IL2, IL3 and IL4 (by aggregation) systems under the Government Protective Marking Scheme (GPMS)

(5)

 Secure and resilient (Tier 3) UK data centres facilities capable of hosting data classified at OFFICIAL and OFFICIAL-SENSITIVE

This service would typically be included within the Customer’s overall accreditation profile.

On-Boarding and Off-Boarding processes

Organisations will purchase the required service directly through MDS. As part of the on-boarding process MDS will work with the customer to define the detailed technical requirements of the service offering. This will provide a total price for the customer’s requirements and supporting information for IaaS requirements. At the point of exit, MDS will remove all licensable software from the customer’s environment. Where backup data is hosted by a cloud provider this data will be deleted by the provider at the point that the storage is not longer required.

Pricing Model

Onboarding charges are based on a one off charge of £1,035 plus £70 per server being backed up. Ongoing maintenance of backups incur a monthly standing charge of £220, plus the following per-server fees depending on the server role:

Server Role Monthly Charge

Windows File Server £270

Linux / Unix File Server £260

Windows Application / Database Server £290

Pricing excludes the cost of the infrastructure required to deliver the service as this is dependant on the IaaS solution being used. Pricing is based on backups being checked daily during normal business hours.

Bespoke onboarding requirements are charged using our SFIA rates. Restores are charged at £70 per hour.

Service Management

MDS will provide customers with access to it’s Service Desk for logging faults and restore requests, including access to our out of hours on call staff for performing critical restores.

MDS will provide customers with a monthly service report showing a summary of successful backups, any failed backups and restores.

Service Constraints

This service cannot be applied to servers or applications where Symantec Backup Exec does not supply a suitable agent or connection method.

Service Levels

Backups will be monitored during working hours and issues relating to customer equipment will be escalated to the customer within 1 hour.

(6)

Ordering and Invoice Process

A purchase Order is required and billing for the service is monthly in arrears. Payment can be via the following methods: BACS or Cheque.

Service Lead Time

This service is available within one to two weeks of receipt of purchase order and technical design document.

Termination costs

There are no termination costs for this service.

At the point of termination the client is responsible for the ongoing cost of storage infrastructure for storing backup data, or for agreeing with the IaaS provider that this is no longer required.

Customer Responsibilities

Provision of, and payment for, the compute and storage that is required for this service to be delivered. Provision of access to the servers that need to be backed up.

The control and management of access and responsibilities for end users.

For ensuring only appropriate data (e.g. OFFICIAL or OFFICIAL SENSITIVE) is stored within the environment being backed up

Technical Requirements

Organisations must be able to allow support operatives to access the computing environment.

Related Services

This service may be bought in conjunction with the following other G-Cloud services:  Cloud Enablement

 Transition Management  Connecting to the Cloud

 Compute as a Service – Production