Tectrade

Veeam as a Service

Tectrade provide management, design and implementation services around Veeam's backup and recovery platform. Veeam simplifies backup and recovery for virtualized and physical environments. Eliminate backup software by integrating data orchestration, catalogue management, and de-duplicated storage into a single, scale-out fabric.

Features

  • Consultancy support to deliver Veeam system
  • Application Consistent Snapshots
  • Virtual and Physical server support
  • Converged Backup and Recovery Platform
  • Offsite Replication and Archive
  • Fully Managed Service
  • SLA Policy Driven Management
  • Bespoke Public, Private and Hybrid Cloud
  • Scale Out Architecture
  • API 1st Driven Architecture

Benefits

  • Instant Recovery from anywhere
  • Granular RPOs
  • Service benefits
  • Proactive Support
  • Fully Managed Solution
  • Consolidated multi-site monitoring
  • Simple Pricing Model

Pricing

£0.07 to £0.35 per gigabyte per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

1 2 2 6 3 1 6 5 8 9 5 9 2 5 9

Contact

Tectrade

Marie Clutterbuck

07860 401811

Marie.clutterbuck@tectrade.com

Service scope

Service constraints
Our suite of Helix Protect offerings supports the majority of backup infrastructures (providing reporting, monitoring, support or management) on a minimum of 1 year contract. Please see relevant Service Definition Document.
System requirements
  • Operating systems and applications at supported levels.
  • Suitable internet links to transfer data.
  • Provision of physical or virtual hosts to host the software.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Request for Information – 4 hour response – whether emailed, phoned or on the Community Restore Request – 2 hour response Critical Restore Request – 1 hour response – must be phoned through Out of Hours – Chargeable for all 10x5 customers – contract hours are 8am – 6pm Monday to Friday Monday – Friday between 6pm – 8am Must phone the Service Desk 6pm – 10pm - £150 per hour All day Saturday - £150 per hour 10pm Saturday – 6am Monday - £200 per hour
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Tectrade provide advanced monitoring, reporting and alerting, access to a first, second and third line service desk, through to a fully managed solutions. Most accounts will be allocated a Technical Account Manager.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The service is simple and easy to understand. However, Tectrade provide full support in helping our clients familiarise themselves and ensure successful roll-out of the service. Online training and documentation will also be provided.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
In the vast majority of cases, data remains within the customer's core infrastructure, and is only remotely managed. Where Tectrade are hosting data, we will work with the customer during the off-boarding process to facilitate extraction of the data.
End-of-contract process
The principle of the suite of services is to provide insight, support or remote management of the customer's backup infrastructure. Therefore, at the end of the contract, we will disengage and hand responsibility back the customer as per our off-boarding process, which is included within the cost of the contract.

Using the service

Web browser interface
Yes
Using the web interface
The web interface allows users to raise questions, incidents and requests. It also gives access to knowledge, databases, forums and comprehensive reporting consoles.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Interface doesn't comply with EN 301 549 9 as this specifies how much users can zoom, how colour is used, and the contrast of web pages.
Web interface accessibility testing
None
API
Yes
What users can and can't do using the API
API driven data protection platform, anything which can be achieved through the web interface can be coded using API calls. This includes but is not limited to, running backups, creating reports, scheduling DR testing, migration to the cloud and user creation.
API automation tools
  • OpenStack
  • Terraform
API documentation
Yes
API documentation formats
PDF
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
All administrative activities can be performed from the command line.

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Through regular monitoring with performance and capacity management of the overall infrastructure.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
Other
Other metrics
  • Backup success rates.
  • Backup statistics.
  • Storage utilisation.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Veeam

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Majority of servers, applications, files and volumes (see SDD).
  • Mobile and endpoint devices.
  • Cloud applications (e.g. O365).
Backup controls
Tectrade will define a data protection catalogue which the customer or Tectrade will use to govern the backup policies. There is huge flexibility on what can be backed up, when and how.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
In the vast majority of cases, data is held within the customer's backup environment, and Tectrade provide remote support and management as required.
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
For our managed service (Helix Protect Enterprise) Tectrade provide an SLA of greater than 98% backup success rate, with a 5% service credit if we are unable to meet this SLA. Please see relevant Service Definition Document for more details.
Approach to resilience
Tectrade have ensured their service delivery is resilient in terms of site loss and component failure.
Outage reporting
Email alerts.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Each user can have policy-driven profiles applied to govern their level of access.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password
Devices users manage the service through
Dedicated device on a government network (for example PSN)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
18/08/2009
What the ISO/IEC 27001 doesn’t cover
ISO 27001 only covers our information security policy and practices.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Tectrade subscribe to and actively embrace ISO 27001. Our internal auditing process and the annual external audits ensure that the policies are being followed. Any breach of our information security policy is logged and escalated to the information security officer for a full and thorough review.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As a service provider, Tectrade have a mature change-management process, which includes risk analysis, roll-back plans, and approval and verification steps.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Tectrade subscribe to multiple threat-alert channels through our security partners and vendors. Critical patching will be completed within 3 days. Routine patching is completed on either a monthly or quarterly cycle.
Protective monitoring type
Undisclosed
Protective monitoring approach
Tectrade use regular vulnerability scans and penetration testing to identify potential compromises which will be addressed as soon as commercially reasonable.
Incident management type
Supplier-defined controls
Incident management approach
Our incident management process is based on ITIL and has been refined over the many years of Tectrade being a service provider. Individual incidents are addressed and closed. Multiple incidents can trigger a problem management process. Major incidents will generate a incident report.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
No

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Tectrade provide a TCO Tool which provides the output on cooling requirements to make sure that the energy requirements are optimised.

Pricing

Price
£0.07 to £0.35 per gigabyte per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

Return to top ↑