PRIMENET LIMITED

Primenet Backup as a Service

Primenet provides a backup & replication services that runs fulling in the cloud with all data residing in the UK. Using leading vendors Veeam & Zerto we are able to provide recover point objectives within minutes. Working with the user, Primenet helps set policies and retention's that match their needs.

Features

  • Full backup lifecycle control
  • Managed offsite Veeam & Zerto infrastructure
  • Satisfy the 3-2-1 Rule 3 copies 2 medias 1 offsite
  • Server level folder level and file level backups & Restores
  • AES 256-bit encryption enabled before in-flight
  • Compression & Deduplication preformed before sending to cloud
  • WAN acceleration enabled and included in services
  • RTO & RPO’s within minutes

Benefits

  • Support included from a Zerto & Veeam Platinum Service Providers
  • No In/Out Fees for service with highly flexible billing model
  • Ability to physically seed backup data
  • 99.99% availability with service
  • Scalability on a per GB increment
  • Backup and Replication from external Cloud Providers
  • Data lifecycle control provided to user
  • Application aware Replication and Backup

Pricing

£0.02 to £0.05 a gigabyte a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony@primenetuk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

2 4 4 8 7 7 2 2 1 4 6 3 8 3 7

Contact

PRIMENET LIMITED Tony Smith
Telephone: 07951 290632
Email: tony@primenetuk.com

Service scope

Service constraints
Customer needs to allow access to their production environment in order for backups and & replication software to be installed and preform. Depending on the backup service, customer may need to provide virtualised hardware resource to run a version of the Backup software that will communicate with master version at Primenet. Customer must have necessary network connection to preform backups during their defined backup window.
System requirements
  • Customer must provide access to the hypervisor for Replication services.
  • Necessary ports need to be open for software to backups
  • Firewall rules set to provide access to production environment

User support

Email or online ticketing support
Email or online ticketing
Support response times
Typically with in ten minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
You log on to our web portal via a browser. Using the correct credentials for the service gain access to the chat solution and start dialogue with one of our engineers.
Web chat accessibility testing
We have not as yet.
Onsite support
Yes, at extra cost
Support levels
Primenet's 24/7 service desk puts an experienced team of highly-qualified engineers at your disposal. We have an enviable reputation for providing the kind of support your employees really want. Our service is a true round-the-clock, enterprise grade managed support service to ensure that the requisite expertise is on hand day or night to act swiftly should the unexpected happen. Response times are based on severity - Critical (10 minutes), Standard (45 minutes), Low (90 minutes). This is subject to having a support contract in place. These response times apply to outside of normal business hours (including weekends) subject to a 24/7 support agreement being in place. You will also have an assigned technical account manager who will work with you on current and ongoing requirements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our onboarding documentation is provided to the approved User and stored in a customer folder that can be provided again upon request via support team. Customers are able to request a formatted version of the document that they can save in their own locations.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Users have a few different options to extract their data. They can delete or request data deletion and Primenet will issue a certificate of destruction. Users can pull out the data across the wire to another location (on-premise or cloud). Users can also send a USB Hard Drive and Primenet will seed it for a cost and ship it to the desired location. Primenet also has a physical device called TOMA that has the ability to transfer up to 80 TB of data. This can be used at a cost to the customer.
End-of-contract process
At the end of the contract the customer can leave with no fees or penalty. If they wish for a certificate of destruction to be issued, this can be provided free of cost.
If they require Primenet to help with migration of servers and/or data to another location then fees will be charged based on amount of professional service required. Customer can send a physical device to be seeded which will be billed based on the Engineer time to seed the device along with the fee to ship the item back to customer location.

Customer can request to use our Primenet Migration Appliance which holds up to 80 TB of data. The fee is based on one time fee of 1000 GBP along with the cost of shipping to customer site and returning to Primenet.
If at the end of the contract the customer wishes to move to another Primenet solution. Migration will be handled by Primenet at no extra cost.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Primenet operates at a minimum of 20% buffer on all resources. Additionally, majority of Primenet's customers are running production workload. This is far more stable and Primenet can use metrics to track resources needs and growth rates. This gives us deeper insight and analysis on our capacity planning. Primenet does not over allocate resources to paying customers. Meaning all resources whether in use or not are solely those of the customer. This is a critical element to prevent demand from other users effecting the customer
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Disk
  • Network
Reporting types
Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
ThinkOn

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • This service has no operating system restrictions
  • Any File Structure
  • Any Virtual Environment
  • Any Database environment
Backup controls
TBA
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We provide 99.99% up time of services in any given month. If Services are not available in accordance with the set "objective", Primenet will issue a credit to an amount equal to 1/30th of the recurring base monthly fee paid for the affected services for the then current month for each half hour (or portion thereof rounded to the next half hour) of the cumulative duration of such unavailability during such month. In addition, Primenet shall provide a root cause analysis to identify the steps to rectify in the future. In no event will the aggregate amount credited under this SLA in any calendar month exceed the recurring base monthly fee paid for such affected services for such month.
Approach to resilience
This information is available upon request, but our Datacentre's are setup to meet Tier 3 standards. We also operate our Compute and storage at a minimum of N+2 configuration.
Outage reporting
We have a public dashboard available through a standard URL. Users can also work with the dashboard's APIs to configure it into their own system.
We also send out email alerts to all necessary contacts. Only outages that effect your cloud site and cloud service will have an email alert sent to you. Primenet works to keep notification clutter to a minimum. Focusing instead on bringing awareness to issues when they matter most to your organisation.

Identity and authentication

User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Primenet allows access to only a small subset of authenticated users. These users require VPN access into our management interface along with a password that expires at a maximum of 60 days. We also have a limit on the number of users that can be logged into our management interface at the same time. Meaning that your session will be terminated if there is prolonged in-activity. Accessing interface is restricted to specific times of day.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
ACS Registrars Limited
ISO/IEC 27001 accreditation date
9th November 2019
What the ISO/IEC 27001 doesn’t cover
ISO 27001 is only supported in the UK data center
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
14/03/2019
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Everything is covered by it
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Security Essentials Plus
  • Protected B Status ( Canadian Government )

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
Primenet has multiple security policies and procedures that have been setup and followed by the entire team to meet our ISO27001 and SOC 2 Type 2 certificates. These include Risk Assessment Policy, Security Assessment and Authorization Policy, Security Incident Response Policy, Security Planning Policy, Systems and Information Integrity Policy, Security Assessment and Authorization procedure, Security Clearance Procedure, Security Incident Response procedure, and many more. Primenet is happy to provide these documents upon request.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Primenet performs a scheduled change management window once a month. These changes will have limited impact on customer's environments and are extensively tested before being pushed to production. Our services are setup in a way that we can easily replace aged out hardware during these change windows without any effect on customers. These windows are also when we implement patches that have had a general availability release date that is one to two months old, this is to make sure patches are deemed stable
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We preform scans of our service delivery infrastructure monthly. These scans are done with a third-party tool that has automated comparison capabilities built in to provide reports on potential threats. If a vulnerability is deemed legitimate, then an action to address the issue occurs within 30 days of discovery.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Primenet follows a policy of detection, analysis, containment, eradication, recover, and post-incident closure. Our entire team is trained to be on the lookout for security issues. On top of that we have our Security Indecent Response team (SIRT) looking for any issues or possible weaknesses. Once something is detected the SIRT with management, analysis its impact or potential impact and begin resolving the issue. It is analysed usually within 4 hours of discovery and responding to incidents occurs directly after analysis is complete.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Primenet has a Support & Escalation guide that is followed both internally and externally when an incident is created. This guide is provided to customers when they onboard with Primenet. Our incidents are broken into 3 categories, P1 being the highest and P3 being the lowest. P1 and P2 incidents require the customer to call in with a follow up email into our ticket system. All other incidents can be emailed. P1 incidents once resolved will be supplied with post-mortem document. Incident reports are provided to users upon request.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Primenet builds out virtualised hardware plans using VMware technology. This includes presenting individual storage repositories for each organizations. These are built as their own storage LUN and unique credentials are created for each repository. This hardware plan is the presented to the Veeam / Zerto Service Provider Software as a unique organization. This same information is provided on the customer side if required. Passwords are not saved, and only new passwords can be regenerated which are provided to approved users.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Our Datacentre follows the EU code for energy-efficiencies. It holds a power utilization effectiveness (PUE) rating of 1.5. They run a hot isle that is primarily enclosed allowing them to reduce the amount of air-condition required in the datacentre to meet hardware requirements. Lights in all facilities are placed on timers to automatically turn off after 10 minutes of in-activity to help reduce power draw.

Pricing

Price
£0.02 to £0.05 a gigabyte a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tony@primenetuk.com. Tell them what format you need. It will help if you say what assistive technology you use.