G-Cloud 6 Service Definition DCG Cloud Backup Service

Transcription

1 G-Cloud 6 Service Definition DCG Cloud Backup Service G-Cloud 6, Service Description, DCG Cloud Backup Service Page 1 of 16

2 CONTACT INFORMATION Guy Silver T: E: W: Data Continuity Group Limited, Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG LEGAL Data Continuity Group Limited is registered in England and Wales. Company Registration No: Registered office: Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 2 of 16

3 TABLE OF CONTENTS 1.0 Service summary Features and benefits Details of the service Service management Service implementation and off-boarding Service constraints Service levels Training Ordering and invoice process Termination Customer responsibilities Costs G-Cloud 6, Service Description, DCG Cloud Backup Service Page 3 of 16

4 1.0 SERVICE SUMMARY Get control with DCG Endpoint Protection, the integrated laptop backup, recovery, and data security service expressly designed to help control data across mobile workforces. DCG Endpoint Protection makes laptop backup and recovery both easy for the user and safe for the company. DCG s Endpoint Protection service can be used by organisations to protect a handful of PC s or laptops or thousands. It is the only cloud based backup and recovery service that continuously and efficiently protects data and prevents data loss regardless of network connectivity. backing up users devices silently whether online or offline. It can also retrieve and remotely wipe laptop data. Furthermore, there is no capital expense required with this service. Coupled with DCG s twelve years experience and focus on data management, its ISO accreditations, its UK based cloud, depth of skill and 24/7/365 service desk gives our customers the peace of mind that their data is safe and secure and can be retrieved quickly when required. There are no limitations to DCG s Endpoint Protection service. It can be used to protect all desktop and laptop devices, all common business applications, operating systems and databases. Who can benefit DCG s Endpoint Protection service can be used by organisations to protect a handful of PC s or laptops or thousands. It is the only cloud based backup and recovery service that continuously and efficiently protects data and prevents data loss regardless of network connectivity. backing up users devices silently whether online or offline. It can also retrieve and remotely wipe laptop data. Furthermore, there is no capital expense required with this service. All Datacentres are within the UK and at Tier 3 or above. The Network is carrier grade and regulated by Ofcom. The base vaults are located at DCG s UK based Tier 3 DCG data centres which operate to 3 separate ISO accreditations. We hold the following ISO accreditations which are independently assessed and recognised throughout the IT industry: ISO The international best practice standard for information security management. ISO The international standard for IT Service Management benchmarking the delivery of managed services, measuring service levels and performance assessment. ISO The international standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction. The Network is carrier grade and regulated by Ofcom. The above accreditations class this service as Official. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 4 of 16

5 1.1 FEATURES AND BENEFITS Minimise Corporate Exposure Minimise corporate data exposure when laptops are lost or stolen. Protect Mobile Data Simply Meet the unique requirements of protecting mobile data with unobtrusive backups, simple self-restores, and continued offline operations. Centralised Management Eliminate ad hoc backup and recovery solutions and gain centralised management and policy based administration. Balanced control Strike the perfect balance between corporate control and end user independence: easy for the user, safe for the company. Straight Forward implementation Easy to implement, either by DCG engineers (as part of the service) or by selfservice download. Worry-Free Backup and Self-Service Recovery Endpoint Protection delivers silent, continuous protection; simple, selfdirected restores; and cloud-connected backup that stores data locally and in the cloud. Backup Without Bother Endpoint Protection backs up and recovers desktop and laptop data without hampering end user productivity. Automatic backups run quietly in the background. Self-Service Simplicity Users can recover their own files in no time, using the product s simple interface, without involving the Help Desk. Cloud-Connected Automatically moves backed-up data offsite to the cloud, providing disaster protection even if a PC is compromised, the data can be recovered onto a new device in its current state Keep Data Safe State-of-the-art encryption locks out prying eyes for files at rest on the hard drive. Wipe the Data Clean Remote data deletion wipes lost or stolen laptops clean by permanently shredding the data, either on-demand or via a time-based trigger. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 5 of 16

6 2.0 DETAILS OF THE SERVICE DCG will manage all aspects of the service from working with you during the implementation stage, configuring your solution, agreeing the backup schedules and retention policies, monitoring the service, restoring data, scheduling new backups, ongoing maintenance and reporting. DCG will also provide proactive support and monitoring 24/7/365 and will provide notification of any issues that we are unable to resolve. The data is held in DCG s Tier 3 Data Centre. The vault will store, monitor and manage the backed-up data. It authenticates the agent and accepts data from it and automatically ages data according to your retention strategy. De-duplication is also undertaken in order to minimise the storage footprint. Coupled with DCG s twelve years experience and focus on data management, its ISO accreditations, its UKbased cloud, depth of skill and 24/7/365 service desk gives our customers the peace of mind that their data is safe and secure and can be retrieved quickly when required. Give Users Worry-Free Backup and Self-Service Recovery Endpoint Protection delivers silent, continuous protection; simple, self-directed restores; and cloudconnected backup that stores data locally and in the cloud. Backup Without Bother - Endpoint Protection backs up and recovers desktop and laptop data without hampering end user productivity. Automatic backups run quietly in the background. Self-Service Simplicity - Users can recover their own files in no time, using the product s simple interface, without involving the Help Desk. Cloud-Connected - Endpoint Protection keeps working even when PCs are offline: data is backed up to the local hard drive and transmitted the next time the device connects to the network. And it automatically moves backed-up data offsite to the cloud, providing disaster protection even if a PC is compromised, the data can be recovered onto a new device in its current state and helping ensure business continuity. Keep Data Safe - State-of-the-art encryption locks out prying eyes for files at rest on the hard drive. Files selected for data backup are automatically encrypted using the FIPS standard, helping ensure you comply with regulatory mandates. Use port access control to shut down data leakage by determining who s allowed to copy what. Confer access rights through the product s policy engine you can grant read or write access, or completely lock down a port, depending on the port type and control virtually every type of plug-in media: USB drives, CDs and DVDs, serial and parallel ports, Bluetooth devices, floppy disk and tape drives, FireWire and iscsi devices, and more. And you ll be alerted if anyone tries to tamper with your port access control policies. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 6 of 16

7 Wipe the Data Clean - Remote data deletion wipes lost or stolen laptops clean by permanently shredding the data, either on-demand or via a time-based trigger. You can shred the data confidently, knowing a full, current backup copy is stored and easily accessible. Track Down Missing PCs - TCP/IP device tracing identifies the IP address of a laptop in communication with the backup server. It s simple: Just turn on trace capabilities at the EVault Endpoint Protection Server, which keeps a history and routes trace information. Device tracing effectively deters on-the-job theft very few employees steal PCs they know can be traced and enables law enforcement to find machines as soon as they come online. 3.0 SERVICE MANAGEMENT DCG Managed Service DCG s Managed Service means the user s environment is managed, monitored, protected and recoverable 24 hours a day 365 days a year. Proactive management will resolve any issues affecting completion of the backup schedule in order that the contracted Service Levels are met and exceeded. The service includes all elements of customer service support including support calls, technical assistance, hardware and software faults and replacements on all elements of the solution. Service Reviews On a minimum of a monthly basis DCG will conduct service reviews which will assess the operational elements of the service with a drive towards continuous improvement. Reporting DCG will provide the following reports:- A daily report via the web portal detailing the jobs run and listing backups as successful, failure or deferred A weekly capacity report listing volumes by client Monthly Service Review Reports DCG provides 24x7x365 support in a three tier model. Its shift system and distribution of experience ensures users have access to relevant skills and knowledge at all times, day or night. 1 st Line Support is provided by the Service Operations Centre (SOC) Team Members, who are available at all times by both telephone and . These personnel have a broad understanding of all DCG hardware, software and major product lines and are able to resolve most queries in a timely manner without a requirement for escalation. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 7 of 16

8 2 nd Line Support is provided by our SOC Shift Leaders. These personnel have a deeper level of understanding of all services provided by DCG and have developed a greater level of customer specific knowledge through their enhanced training and experience. SOC Shift Leaders are available from 07:-00 to 17:-00 Monday to Friday and 09:-00 to 17:-00 on weekends, via both telephone and . In addition, a Shift Leader is always on call during silent hours in order to ensure that escalation from 1st Line Support is never delayed where appropriate. 3 rd Line Support is provided by a named Escalation Manager, assigned to the user when the contract is agreed. This person will assume responsibility of any call which cannot be resolved by either 1 st or 2 nd Line Support and is also the first point of contact should the user have a complaint with any aspect of the service provided by DCG. This named contact has all relevant DCG resources at their disposal and is able to ensure a timely and satisfactory resolution to issues through the engagement of all company departments from 1 st Line to the Board members. The Escalation Manager is available from 09:-00 to 17:-00 Monday to Friday via telephone and , and is also available for escalation from 2 nd Line and direct customer contact for urgent issues during silent hours. DCG provides a 24x7x365 Technical Support Service through its Service Operations Centre (SOC). DCG s engineers continually monitor the services provided by DCG through a number of specialised alerting systems and by conducting regular health checks on all key components. Incidents will be raised in the event of any failure and immediately enter the Technical and Management escalation chains where they will be progressed according to the priority assigned. Please see below the Incident Definition matrix to understand how DCG will prioritise them. Incident Definitions Priority Business Impact Description Scenario 1 Critical A major outage affecting multiple systems or users that will have maximum impact Full site outage. Master / Vault server unreachable. DR invocation. 2 Major A major system component failure that has or has the potential to cause a high impact Media / Satellite server unreachable. Network connectivity. Tape Library unavailable. 3 Degraded System is degraded, but operational although impaired Critical application backup failure:- Exchange, SQL, Oracle, SharePoint, Enterprise Vault. 4 Standard A single user call File System Backup Failure. Standard requests. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 8 of 16

9 Immediate Action When an incident occurs, whether raised through active monitoring or by the user, DCG staff will raise a call on the DCG Incident Management System (HEAT), obtaining all relevant information and assigning the appropriate priority level as detailed above. HEAT automatically generates a unique reference number, which will be provided to the user. Technical Escalation Once an incident is logged in HEAT, it will enter the Technical Escalation process. This process ensures that an engineer with the relevant level of expertise is assigned to resolving the incident and is escalated in a timely manner to more specialist teams where required, according to the matrix below. Support Provided By Priority 1 Priority 2 Priority 3 Priority 4 Level 1 SOC Engineer Immediate Immediate Immediate Immediate Level 2 SOC Shift Leader Immediate 12 Hours 48 Hours 72 Hours Level 3 Professional Services / Vendor (as appropriate) 4 Hours As required As required As required From the matrix above, it can be seen that a Priority 3 incident will be managed by Level 1 technical support immediately and escalated to Level 2 support within 48 hours if no resolution is found. Level 2 support will, in conjunction with management, further escalate the incident to our Professional Services Team or the product/service vendor if no timely resolution can be found. By contrast, a Priority 1 incident will be immediately managed by a Level 2 engineer, and further escalated after no more than 4 hours. Management Escalation DCG s Management Escalation Process is designed to ensure maximum management awareness and promote rapid incident resolution. Whilst the user s incident is managed at a technical level according to the previous matrix, it is also advanced through the management team who will drive resolution through regular communication with the technical team. Management involvement also ensures regular and accurate communication with the customer at all stages of incident resolution. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 9 of 16

10 Management Escalation Matrix Management Level Priority 1 Priority 2 Priority 3 Priority 4 Named Escalation Manager Immediate 2 Hours 12 Hours 24 Hours Operations Manager Immediate 4 Hours 24 Hours 72 Hours Operations Director Immediate 8 Hours As required As required The user s named Escalation Manager, assigned at the time the contract is agreed, is the initial point of Management Escalation and is involved in every incident after no more than 24 hours. In order to ensure the swiftest possible turnaround of all high impact incidents the DCG Operations Director is involved immediately when a Priority 1 call is raised 24x7x365. Regular Updates Customers will be updated on a regular and as appropriate basis. Updates will be provided to customers as follows: At a significant change in the progress of an incident (E.g. when Engineer ETA determined) At a point agreed with the customer Incident logged with Third Party Supplier Incident resolved All updates to the customer will reference the unique case reference number generated by the Incident Management System. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 10 of 16

11 4.0 SERVICE IMPLEMENTATION AND OFF-BOARDING DCG adhere to Prince II and ITIL methodologies and have tried and tested processes and procedures that are reviewed and refined after each project. Using the methodology DCG have undertaken numerous projects to install and implement its Managed Cloud Backup Service and have migrated existing customers from various other solutions. The major priority in the implementation of the solution and service is to ensure that DCG works very closely with you throughout the project and agree and review each task and activity both before and after. Therefore DCG will design, develop and implement the Project Implementation Plan in conjunction with you. Once a contract has been awarded a dedicated project manager will be assigned to work with you who has overall responsibility for planning all aspects of the project and the ultimate success of the implementation. The service can be implemented within 4 weeks of a contract being agreed and a purchase order being received by DCG. Based on our experience of delivering this type of project the overall plan is broken down, at a high level, into 7 logical stages as follows:- Stage 1:- Requirements Definition Stage Review requirements Allocation of DCG resource Production and update the project plan / SOW Internal review plan & design Stage 2:- Planning Stage Project Kick-off meeting Review design Agree timescales Stage 3:- Building, Test and Implementation Stage Hardware & Software Procurement Building and configuration of Satellite Vaults Network Configuration Agree communication plan G-Cloud 6, Service Description, DCG Cloud Backup Service Page 11 of 16

12 Stage 4:- Pilot & Rollout Identification of initial pilot severs Run pilot for 1 week Restore testing Performance tuning Agree roll out process & timescales Migrate servers according to schedule Mothball NetBackup Stage 5:- Review of the environment Review performance Review success failure Review policies, schedules and retentions Stage 6:- Maintenance and Support Documentation Reporting User training Stage 7:- Project Sign Off Review agreed sign of criteria Sign off as complete Official handover to DCG Service Operation Centre Off-boarding There are no technical or commercial handcuffs that would constrain you from moving to an alternative solution at the end of the contract. DCG would simply restore the data to a location specified by you, using a quick ship server if required. As you own the encryption keys the data could then be stored locally. Providing all data has been removed from our data centers at the end of the contract term, there will be no additional charges following the contract end date. If you require that some or all of the data, remains in our data centers after the contract expiry data, DCG will only charge for the volume of data retained, which would be invoiced monthly. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 12 of 16

13 5.0 SERVICE CONSTRAINTS A named Administrator ( at the customer end) is responsible for managing the estate and the Schedules Backups are dependent on the client(s) being connected to the cloud On occasions there will be a requirement to schedule some maintenance/downtime. Each occurrence will be pre-agreed except in the case of emergencies 6.0 SERVICE LEVELS Service Levels Initial Contact The DCG support desk is be available 24x7x365. All calls (incidents and problems) are responded to by 1 st line support within 15 minutes of the call being raised. Thereafter the escalations and service levels in the table below apply. Support Provided By Priority 1 Priority 2 Priority 3 Priority 4 Level 1 SOC Engineer Immediate Immediate Immediate Immediate Level 2 SOC Shift Leader Immediate 12 Hours 48 Hours 72 Hours Level 3 Professional Services / Vendor (as appropriate) 4 Hours As required As required As required Backups In excess of 95% of submitted backup jobs will complete to the backup device according to the agreed Backup Schedule. If jobs fail they will be resubmitted to meet the service level. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 13 of 16

14 Restores 100% of restores will complete as requested by the user. Restores will be performed as requested by the user against a Recovery Time Objective (RTO) of:- Next business day, after call has been logged on DCG s system For emergency restores DCG will endeavour to achieve a 4 hour RTO from tape Times to restore will be dependent on the amount of data being restored and available connectivity. Change Requests Change requests submitted through DCG s Change Management process will be acknowledged within 4 hours of receipt. Changes will be implemented within 48 hours of request Monday to Friday. However each change request will be assessed on an individual basis and scheduled in line with user requirements as well as the nature of the change required. 7.0 TRAINING As part of the implementation plan DCG will provide training at no additional cost. As DCG are providing a fully managed service based there will not be a requirement for a great level of training for you. However in order to give your staff a good understanding of the environment DCG propose to provide knowledge transfer during the implementation process. This will comprise a half day on-site training conducted by one of DCG s technical consultants and include hands-on familiarisation for as many staff as required. It will provide a good understanding on the system, how to use the Control Console, how to view the backup environment, vault/vault replication setup and daily vault management. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 14 of 16

15 8.0 ORDERING AND INVOICE PROCESS A purchase order should be made out to DCG with an agreed service start date and end date. Minimum term is 1 year. DCG will bill monthly with most forms of payment accepted. Free trial The service can be trialled with no obligation and no charge. A quick and easy, 14 day free trial is available upon request. 9.0 TERMINATION There are no technical or commercial handcuffs that would constrain you from moving to an alternative solution at the end of the contract. DCG would simply restore the data to a location specified by you, using a quick ship server if required. As you own the encryption keys the data could then be stored locally. Providing all data has been removed from our data centers at the end of the contract term, there will be no additional charges following the contract end date. If you require that some or all of the data, remains in our data centers after the contract expiry data, DCG will only charge for the volume of data retained, which would be invoiced monthly CUSTOMER RESPONSIBILITIES A named Administrator ( at the customer end) is responsible for managing the estate and the Schedules EPP is NOT a managed service. The end user ( or administrator) is responsible for defining the schedule and performing restores. On occasions there will be a requirement to schedule some maintenance/downtime. Each occurrence will be pre-agreed except in the case of emergencies G-Cloud 6, Service Description, DCG Cloud Backup Service Page 15 of 16

16 11.0 COSTS Our pricing model is very simple. Pricing is calculated on a per month basis, per device, with a minimum 1 year term.. This is your Monthly fee per device; End Point Protection ENCRYPTED, 12 MONTH CONTRACT Details Per Device Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 6.30 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 6.20 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 6.10 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.30 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.20 Discounted Pricing For Academia End Point Protection ENCRYPTED, 12 MONTH CONTRACT - Academia Pricing Details Per Device Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.67 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.58 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.49 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 4.77 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 4.68 Discounted Pricing For Local Government End Point Protection ENCRYPTED, 12 MONTH CONTRACT - Local Government Pricing Details Per Device Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.99 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.89 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.80 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 5.04 Endpoint Protection unlimited GB, Encrypted, devices, 12 month term 4.94 All prices are exclusive of VAT. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 16 of 16