SERVICE DEFINITION G-CLOUD 7 CLOUD BACKUP. Classification: Open

(1)

Classification: Open

SERVICE DEFINITION

G-CLOUD 7

(2)

Classification: Open ii

Lot 1 - Infrastructure as a Service Service Definition: Cloud Backup, Issue: 2.0

Copyright: MDS Technologies Ltd 2015 © MDS Technologies Ltd 2015.

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.

MDS Technologies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX Telephone: 01225 816220, Fax: 01225 816281

WHY MDS?

 Bespoke cloud solutions that fit your business needs

 Trusted provider of agile, scalable and assured digital services  Full range of cloud hosting and enablement solutions

 Security Cleared (SC) operational support staff

 Honest providers of services, support and practical advice  24/7 support through our ITIL-aligned Service Desk  A privately owned, UK sovereign company

 We are an SME - agile with minimal bureaucracy

 Providing infrastructure services to the Public Sector for over 12 years  Certified against ISO 27001, ISO 9001, ISO14001 and Cyber Essentials Plus  We listen to our customers, we understand, we deliver

PROFESSIONAL, PERSONALISED SOLUTIONS

SUMMARY OF SERVICE FEATURES

 Agentless Cloud backup architecture

 Support for Window, Linux, OSX, VMware, Xen, Hyper-V, Parallels based systems  Backup for Server, desktop, laptop, tablet, VM, cloud services (Azure, AWS)  WAN optimisation and Global Deduplication

 24/7 Support

 UK Based Data Centres

PRODUCT OVERVIEW

UK Backup’s fully managed online backup solution uses the Asigra software to back up and protect both physical and virtual environments.

We offer full technical support and we do not charge for installations, daily monitoring, restorations or carriage back to the end user. Our engineers are available 24/7/365 and customers are able to speak to them at any time. Where appropriate, an engineer will accompany the data back to the customer and will remain on site to assist in the recovery process at no extra cost.

(4)

SERVICE FEATURES

 Support for Window, Linux, OSX, VMware, Xen, Hyper-V, Parallels  Server, desktop, laptop, tablet, VM, cloud services (e.g. Azure, AWS)  Agentless backup architecture

 WAN optimisation  Global Deduplication  24/7 Support

 UK Based Data Centres

 Public Sector Only Infrastructure

PRODUCT FEATURES

Our Cloud Backup service uses agentless Asigra software. This makes setups straightforward. UK Backup will manage the installation and setup of the service. UK Backup will also provide consultation and advice around configuration of time based and version based backup. On-going Management and support is provided at no additional cost.

 Eliminates the need to manage multiple point solutions. Single turnkey software to install, manage and upgrade, eliminating the need to manage numerous point solutions to ensure your data is protected and easy to recover.

 Minimise downtime with our agentless advantage. Our platforms agentless architecture assures that you experience no application disruption or downtime for implementation or upgrades; no security risk because of the open port in the firewall for the agent(s) that can be hacked; and no server resources (CPU cycles, RAM, etc.) being wasted for agent software.

 Recover your data quickly and successfully. Backup is the means to an end but not the end. The only reason for data backup is to be able to recover data in case of a disaster (loss of a file, disk, machine or the entire facility). The data has to be conditioned constantly to ensure restorability. The following factors can cause data corruption:

 Disc malfunction

 Disc controller malfunction

 Bad sectors on the disc

 File system corruption

We have listed some of the major features of our cloud backup below:  A solution tailored to your individual business

 Award winning software and replication technologies  State of the art storage

 All major operating systems supported

 All major software applications supported (databases/email)

(5)

Copyright: MDS Technologies Ltd 2015  Support available 24/7/365 on the phone, remotely or on-site

 Engineer assisted restores  No additional charges for support  All support subject to strict service levels  Easy to understand, competitive pricing

 Years of experience in backup, restoration and data management The service has the following benefits:

 Increased security

 Reduced Backup Administration  Reduced backup windows

 Compatibility for all Systems and software  Fully AES256 Encrypted

 Automated Reporting  Agentless Architecture

TECHNICAL FEATURES

Password Management and Password Rotation.

Password Management and Password Rotation align your organisation’s existing security policies and procedures with your data protection policies. Asigra Cloud Backup includes a feature that allows for auto generation of passwords. These passwords are changed at random for specific backup user accounts, preventing any unauthorised access the account or the data.

Operating System Support

Our Managed Cloud Backup service is designed to replace all common backup methodologies and is ideal for backups of:

 Servers on customer sites / branch offices  Servers in data centres

 Servers that are part of cloud platform  Laptops and PCs

 Endpoint devices (iOS and Android Tablets and Phones)  Disaster Recovery and Business Continuity solutions  Dedicated solutions

(6)

Security

Due to the multi-tenant nature of the cloud environment, security becomes a paramount concern of anyone trying to utilise the cloud for backing up and recovering their data. UK Backup’s Cloud Backup ensures that your backup data does not cause privacy breaches.

 Asigra encrypts the data in-flight and at-rest from cradle to grave  FIPS 140-2 certified - an independent third-party certification  Password rotation support

 Data destroyed with certificate of destruction  AES 256-bit Encryption (32-character key)

Asigra Track Record

 Zero breaches or compromised systems in the last 25 years of operation and over 400,000 end customer sites protected by Asigra technology

 IANA-registered ports

 All data stored in compressed and encrypted format  Digital signature for every file and block of data  Data on disk resides in self-describing format  Background Autonomic Healing and System Admin  Restorability Validation Process (digital signature check)

TRIAL SERVICE

We offer a fully managed 30 day trial for up to 1TB of data completely free of charge. This trial period can be used to test the service and its features, alternatively you can take advantage of our ‘Lan Discovery Tool’ to assist with the planning and deployment of the cloud backup solution.

INFORMATION ASSURANCE

 Independently Audited against ISO27001:2013

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

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

(7)

ON BOARDING AND OFF BOARDING PROCESSES

On-boarding

Our Cloud Backup uses agentless Asigra software. This makes setup straightforward. UK Backup will manage the installation and setup of the service. UK Backup will also provide consultation and advice around configuration of time based and version based backup. On-going Management and support is provided at no additional cost.

A UK Backup engineer will attend the customer site to install and configure the software in-line with the customer requirements and collect the initial copy of data.

The initial copy of data will be transported to the data centre and uploaded onto UK Backup’s infrastructure. After this data is uploaded, the on-going data transfer over the WAN can begin.

Off-boarding

Prior to terminating the contract, the customer is able to transfer all their data out of the solution. When the customer terminates their agreement with UK Backup Limited, UK Backup ensures all of the organisation’s data is securely erased in line with HMG IA Standard no 5. Data can be presented to another service provider in the form of the most recent copy, additional costs may apply dependant on the quantity of data.

PRICE MODEL

See our separate pricing document for backup pricing.

SERVICE MANAGEMENT

UK Backup provide 24/7/365 technical support via our technical support line. All support is performed by engineers in the UK.

Engineers monitor the service and provide proactive support via email or phone in addition to automated alerts.

Backup / Recovery and Disaster Recovery

The customer will notify UK Backup of the need for data restoration via the 24/7 technical support line. UK Backup will confirm the disaster recovery invocation with one of the customers’ named contacts and decide on the level of recovery needed; individual file, database recovery or full disaster recovery.

File/Database Recovery

Individual files and databases can be restored at any time either by notifying the 24/7 technical support line or by using the self-service software to initiate the recovery procedure. Files can be restored to the same location or an alternative location depending on the organisation’s requirements.

Full Disaster Recovery

(8)

Copyright: MDS Technologies Ltd 2015 Disaster Recovery environment; then once systems are replicating again, fail-back to the onsite systems.

SERVICE CONSTRAINTS

UK Backup will adhere to the following in terms of maintenance windows;

“Planned Maintenance” means any pre-planned maintenance of any infrastructure relating to the Services. UK Backup shall provide the Client with at least twenty four hours’ advance notice of any such planned maintenance:

 Planned maintenance of UK Backup’s infrastructure relating to the Services 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.

 Planned Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting;

“Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, UK Backup shall provide the Client with at least six (6) hours’ advance notice:

 Whenever possible Emergency Maintenance of UK Backup’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 there is an identified and demonstrable immediate risk to a Clients environment;

Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting.

SERVICE LEVELS

UK Backup provides both an Availability SLA and Response Time SLA for the Backup as a Service as per the following table:

Service Service Level Incident Service Level

(9)

Service Service Level Incident Service Level

Severity Score Service Credit (%Reduction In Usage Fee) Restoration of Data Restoration Services Service Restored within 48 hours Failure to restore Service within 48 hours 10 100 Restoration of Data Storage Services Service Restored within 48 hours Failure to restore Service within 48 hours 10 100 Telephone support response Support engineer responding to issue within 1 hour of initial Customer call being made Failure of support engineer to respond to incident within 1 hour of initial Customer call being made 2 20 Provision of requested data onto portable media if restore fails Preparation of media and start

of restore process within 6 hours Failure to begin restore process within 6 hours 5 50 Failure to begin restore process within 12 hours 10 100 Engineer to visit UK site Engineer on client UK site within 12 hours of initial Customer call being made

Failure of engineer to appear within 12 hours of initial Customer call being made 10 100 Engineer to begin restore process of Data to UK site Engineer to begin restore process of Data to UK Customer site within 6 hours of initial Customer call being made

Failure of engineer to begin restore process of Data on UK Customer site within 6 hours of initial Customer call being made

10 100

(10)

a) the total Service Level Severity Score for each of any three consecutive months exceeds 20; or

b) the availability of the Back-Up Services, the Data Restoration Services or the Data Storage Services (combined or individually) drops below 98% for each of any three consecutive months, then the Customer may terminate the Agreement with immediate effect by notice in writing to UK Backup.

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

Setting up a new organisation will typically be completed within 24 hours from acceptance of order.

TERMINATION COSTS

UK Backup require 30 days’ notice for termination of services in addition to the minimum term of the contract. To terminate the service at the end of the contract will not incur any cost unless the

customer wishes for data to be presented to them on disk. This is charged on a one off fee basis and is dependent on the volume of data.

CUSTOMER RESPONSIBILITIES

Customers are responsible for:

 Reporting any issues to the support team and allowing UK Backup support staff to resolve issues

 Providing an internet connection to allow the incremental changes to be sent to the data centre  Providing remote access to the locally installed software

 Ensuring safe custody of Encryption Keys to ensure the availability, confidentiality and integrity of data backed up

TECHNICAL REQUIREMENTS

Customers are required to:

 Install the Asigra software locally, UK Backup can do this remotely or onsite if required  Modify firewalls to allow data to be transferred offsite to the UK Backup Infrastructure  Have a large enough internet connection to transfer offsite to UK Backup Infrastructure

(11)

RELATED SERVICES

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

 Connecting to the Cloud  Infrastructure Advisory Service  Cloud Enablement

SERVICE DEFINITION G-CLOUD 7 CLOUD BACKUP. Classification: Open