G-Cloud Service Definition Canopy Remote Backup for Cloud SaaS
Canopy Remote Backup for Cloud SaaS Canopy, an Atos company provides a highly secure, cloud backup and file management service for Internet-connected devices such as desktop computers, laptops, remote office servers, tablets and smartphones. It is simple, secure, affordable, comprehensive and does not slow down your users Users can also download and synchronize backed up files to mobile devices (iphones and Androids) Pay-per use. No upfront infrastructure investments. Canopy Remote Backup for Cloud SaaS The key benefits of this service are: Easy to Use Reduce admin cost due to simple web interface and management options Easy to understand installation and configuration guidelines Easy integration into existing infrastructure Secure 448-bit Blowfish default or 256-bit AES private encryption Industry Certified Secure Datacenter Facilities Flexible Pay-per use Scalable and flexible service with simple GB package pricing per end user device or per server Offers delegation of control to customers internal IT-staff Awarded product backed by EMC Large installed base, proven technology Certified solution (ISO27001 & SSAE 16 Type II) ii
What is it? Canopy Remote Backup enables backup and restore: End Users, backup and restore data from/to their laptop and desktop computers System- and application managers to backup and restore remote office servers Backup data is sent, after it is encrypted, over the Internet to secure datacentres in either EMEA or US (as chosen by the customer). A range of options are also available for restoring your files: iii
Features of the service include: Win and Mac clients for desktops, laptops and servers, including native SQL & Exchange support Robust management capabilities Configure, deploy, and centrally manage backups via web-based, multi-tenant admin console Assign sub-admins, create user groups, set custom configuration World-class data protection in the public cloud End-to-end encryption during backup, transfer, and while at rest Personal (256-bit AES) and Enterprise custom key options SSAE 16 audited, ISO 27001 & Safe Harbor certified Multiple restore and access options Restore via web, Client, right-click, or hard drive Mobile data access via apps for ios and Android 90 days worth of backups and version available for restore What makes us unique? Today our solution is securing more than 20 billion user files with more than 1 million backups per day. Canopy Remote Backup and restore services are managed on a twenty-four (24) hours/day by seven (7) days/week basis. It is monitored for service availability, service capacity and service quality. Canopy Remote Backup is regularly monitored for Service Level compliance and adjustments are made as deemed necessary by Canopy. Canopy Remote Backup customer support is given by our Canopy Care team. Support is available to end users directly and to administrators of the customer. iv
Canopy Remote Backup provides a fully managed environment to backup and restore end user data on laptops, desktops and servers without upfront infrastructure investment and protects against the following scenarios: Data loss happens: Hard drive crashes, spilled drinks and accidental file deletion can occur at any time and put your organisations future in jeopardy 94% of companies suffering from a catastrophic data loss do not survive. 43% never reopen and 51% close within two years - University of Texas 25% of all PC users suffer from data loss each year Gartner 7 out of 10 small firms that experience a major data loss go out of business within a year - DTI/Price Waterhouse Coopers Business data is growing Digital data is rapidly growing at a rate of 50% to 4ZB in 2013. IDC 80% of digital data in 2012 was the responsibility or liability of enterprises. EMC/IDC No need for centralized home directories to secure your end users data. Secure access anywhere Business backup files are available to end users via the mobile app. Administrators control access to this feature. Need to do more with less Traditional backup solutions can be expensive and take weeks to implement, leaving your organisation vulnerable to lost productivity and customer dissatisfaction. Canopy Remote Backup is easily deployed without any infrastructure cost. v
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Contents 1. Introduction... 1 1.1 Service summary... 1 2. Service overview... 2 2.1 About the Admin Console... 3 2.2 Service Reporting... 4 3. Information assurance... 5 4. Backup/restore and disaster recovery... 6 5. On-boarding and off-boarding... 7 6. Pricing... 8 7. Service management... 9 8. Service constraints... 10 9. Service levels... 11 10. Financial recompense... 12 11. Training... 13 12. Ordering and invoicing process... 14 13. Termination terms... 15 13.1 By consumers (i.e. consumption)... 15 13.2 By the Supplier (removal of the G-Cloud Service)... 15 14. Data restoration / service migration... 16 15. Consumer responsibilities... 17 16. Technical requirements... 18 17. Trial service... 19 vii
1. Introduction Canopy provides a fully managed environment to backup and restore end user data on laptops, desktops and servers without upfront infrastructure investment. It is simple, secure, affordable, comprehensive and does not slow down your devices End Users can also download and synchronize backed up files to mobile devices (iphone and Android handsets) Canopy Remote Backup is an easy-to-use, automatic online backup and recovery solution that protects data on laptops, desktops, and small branch-office servers for companies of all sizes, including large enterprises. This product is being used by over 6 million users (growing rapidly) for over 100,000 organisations and currently protecting over 90 petabytes (PB) of customer data, with an extra 100 terabytes (TB) per day. Over 1 million backups per day and approximately 35000 restores each month are currently supported by the service. 1.1 Service summary Canopy Remote Backup safeguards the data of your employees wherever the internet is. Without any infrastructure investment on your side all your end users important desktop / notebook data are backed up, and your end users can restore lost data without support from a helpdesk. Data is encrypted before transmission and stored in iso27001 certified Tier 4 Datacenters in Europe or US (as chosen by the customer). Data can be accessed using mobile apps and via a web browser. There are multiple restore possibilities via restore software, web interface etc. Data backup is typically executed once a day but can be done as often as required, without additional cost. The backup software is lightweight and does not slowdown your PCs. Key Features: Backup and restore solution for your desktops, laptops and remote office servers. Data is encrypted before transmission and stored in industry certified secure datacentres. Pay-per use. 1
2. Service overview Canopy Remote Backup (CRB) provides remote backup and file management services for Internet-connected devices. Desktop computers and laptops hold important files in an organization. These files, which include email, photos, music, financials, and business contacts, must be protected against loss, theft, viruses, and natural disasters. One of the best ways to protect them is to store backed-up copies of the files in a different location. Files of a CRB end user are automatically backed up to a cloud-based datacentre. If disaster strikes, or whenever needed, the end user can restore lost files back to his/her device. Also, if the disk drive is damaged, stolen, or just stops working, and all files seem to be lost, the end user can still restore them to the original device or even to a different device. Canopy Remote Backup is easy to set up. It can be deployed in an organization by using standard System Management software or it can be simply downloaded and installed onto any Windows or Mac computer. CRB is a small software program that works quietly in the background. When the computer is idle and at regular intervals, the program automatically backs up new and changed files. When an end user actively uses the computer, the CRB software goes to sleep, so it does not slow down the computer or network connection. Of course, an end user can customize how the software works to meet his/her individual requirements. An end user can choose when and how often the backup program runs and which files to back up. CRB software settings are accessed through the Start Menu on Windows and the menu bar on Mac. Windows users can also right-click the icon in the system tray. Figure 1: Canopy Remote Backup Options Page 2
Options to set include (but are not limited to): File type selection Directory selection Customize the backup with respect to: scheduling performance use of local backup proxy settings bandwidth settings automatic updates Optional settings will have a default setting made by the Customer s admin. It is also possible to have all or part of the user settings locked by the administrator. As part of the backup process, each file is encrypted before being sent over the Internet. Files remain encrypted in the datacentre. The end user is the only person who can decrypt them. The files are protected at all times. At any time, backed-up files can be restored by accessing the CRB Settings program through the Start Menu (or Applications folder on Mac), by right-clicking a file in Windows Explorer, or by logging in to the end user s online account. End users are set a quota for the maximum size of the end user data to backup. Quota settings can be adjusted by the administrator. The service is offered with quota settings of 5 GB, 10 GB and 15 GB and can be increased with 5GB increments. 2.1 About the Admin Console The Admin Console is a Web-based management tool that lets administrators manage their online backup environment. It is accessed by using any Internetconnected device capable of running a supported Web browser. The Admin Console displays a navigation menu on the left and content panels in the main portion of the screen. The capabilities assigned to the administrator account determine which categories and links appear in the navigation menu. Clicking a navigation menu link usually opens a new content panel. The main page of the Admin Console, called the Dashboard, displays Backups and Machines content panels. Figure 2: Top part Dashboard 3
Canopy- recommend Customer admins attend a one day course to get familiar with this Admin console and be able to use the options to fine tune CRB according to the Customer s requirements. 2.2 Service Reporting Service Reporting at an End User level will be available through the client software installed on end-users laptops and desktops and on remote branch-office servers. End Users will be able to see historical information about backup execution. As an example: Customer Admins will be able to see an enterprise overview of the backup and restore results using the Admin Console functions: As an example: Customer Admins may choose to generate several reports, through the Admin console, which can be configured to see online, send by email on a scheduled basis, or downloaded through the Customer Portal. 4
3. Information assurance This service is appropriate for IL0 information. 5
4. Backup/restore and disaster recovery Canopy Remote Backup is intended to provide an enterprise grade remote backup solution with the flexibility to deploy and manage multi-user environments and office locations. Canopy Remote Backup use data centers that are equipped with 24x7x365 onsite monitoring and security, fire detection and suppression systems, redundant power distribution units, with security standards that are SSAE 16 audited and ISO 27001 certified. 6
5. On-boarding and off-boarding On-boarding of a customer is a simple process. On request of the customer he can set up an initial client configuration, and e.g. default user quota. A customer admin will have the capability to appoint additional customer admins, at his personal discretion. Individual admins can have different roles, with differing capabilities defined. Deployment of client software to the machines is possible in two different ways: Using standard system management software (like SCCM). Packaging the software is not a part of the CRB service, but Canopy can arrange consultancy for the packaging process. A manual with an explanation of switch functionality is available. Manual installation. The client software can be installed by the end user or by a technician. Manual installation is in principle a simple process, but can be awkward in case the client software has to use a proxy in order to reach the internet. In that case the installation should be done by a technician; Canopy recommends avoiding proxy issues by having the client software whitelisted in the proxy, because the data is encrypted and the transfers are over an encrypted connection. Should the Customer require any on-boarding or off-boarding consultancy services from Canopy in relation to CRB, this will be subject to a separate agreement between the Parties. 7
6. Pricing 8
7. Service management The key contact organisation in terms of Incident Management is our Canopy Care Service Desk. Customers may choose if their end users contact the Canopy Care Service Desk directly or via their own internal service desk. Canopy Care is available on weekdays, 8:00 18:00 in your local time zone. Any escalation calls resulting from these Incident Management cases are handled by the support personnel from our partner EMC. Monthly service reports will be made available to the customer. 9
8. Service constraints Devices must be internet facing to use Canopy Remote Backup. Network Administrators can set policies on bandwidth usage and backup speeds, create custom backup sets or define what file types should be backed up. Policies can also include when scheduled backups occur therefore accommodating lights out or low usage periods All end user data is encrypted locally prior to transfer and at rest. Choose a managed key, personal key, or enterprise custom key for added security. To avoid proxy issues ensure the client software whitelisted in the proxy, because the data in encrypted and the transfers are over a secure connection. Canopy Remote Backup will keep the previous 90 days worth of backup versions available for restore for the source device 10
9. Service levels The following SLA is applicable for Canopy Backup: Service availability: excluding maintenance windows Service availability Second line support language Maintenance window Service Desk Availability Service Desk Contact 99.5% 7*24 hours: every day, 24 hours a day English 48 hours advance email notification 5*10 hours: business days 08:00 18:00h (customers local time zone) email, chat, social media, local country number Ticket Resolution times Pri1: <8h Pri2: <2d Pri3: <4d Pri4: <8d Canopy shall use its reasonable endeavours to meet the above Service Levels. 11
10. Financial recompense To minimise the cost to users, Canopy does not provide service credits for use of the service. All Canopy services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Canopy terms will define the circumstances where a refund of any pre-paid service charges may be available. 12
11. Training Canopy recommends Customer administrators take a one day course to get familiar with the Canopy Remote Backup Admin console. 13
12. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@canopycloud.com Canopy will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Canopy will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Canopy with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Canopy will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/ 14
13. Termination terms 13.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Canopy Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Canopy ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G- Cloud Framework Terms and Conditions. 13.2 By the Supplier (removal of the G-Cloud Service) Canopy commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Canopy Supplier Terms. 15
14. Data restoration / service migration Customer organization administrators are responsible for administering their own backup environment. Some of these activities include: Adjusting default and locked Client Software settings Manage client device roll-out / distribution End user management including adding/removing end users Assessing and adjusting storage quota as needed Canopy offer consultancy services with regard to implementation, security integration and client side software distribution in order to install the solution across the client devices within an organisation, this will be subject to a separate agreement between the Parties. 16
15. Consumer responsibilities Individual End Users and Remote Branch servers will need internet access to the Canopy Remote Backup hosting facilities. Customer organization administrators will be responsible for administering their own backup environment. Some of these activities include: Adjusting default and locked Client Software settings Manage client roll-out scenario s Do user management: adding/deleting users, adjusting quota when needed 17
16. Technical requirements All devices need to be internet facing to use Canopy Remote Backup 18
17. Trial service Demonstration of the service is available by agreement with Canopy for a trial period of up to two (2) months, at no cost. During this trial period (limited) end user support can be provided. 19
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