AIMES Management Services Limited

Backup as a Service

AIMES BaaS utilises Veeam technologies and comes as an optional extra when procuring AIMES IaaS or bespoke cloud service. At a fundamental level, backups of Virtual Machines (VM) are taken and restored within the same data centre as standard, however offsite options are available upon request.

Features

  • Managed VM Level Backups
  • Recovery of entire VMs
  • Recovery individual files and application items
  • Enterprise class, secure, highly available, resilient and redundant infrastructure.
  • Accredited to International standards including ISO 270001
  • HSCN connected and NHS DSP Toolkit compliant

Benefits

  • Removal of traditional capital expenditure requirements for IT deployments.
  • Easy in - Easy Out Terms and Conditions
  • Standardisation of IT Infrastrucure
  • Dedicated Account Managers
  • Provides Reliability, Privacy and Governance
  • High Availability
  • Competitive Pricing

Pricing

£0.11 to £0.25 per gigabyte per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 3 1 8 9 7 0 5 8 3 1 4 9 8 3

Contact

AIMES Management Services Limited

John Loftus

+44 (0) 1519059728

john.loftus@aimes.net

Service scope

Service constraints
Our platforms are based on Veeam technology, and so can only accommodate Veeam supported OS types.
System requirements
Microsoft Licencing will be via AIMES SPLA

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1 Issue — 1 elapsed hour; Priority 2 Issue — 2 elapsed hours; Priority 3 Issue — 8 elapsed hours;

Outside Business hours: Priority 1 Issue — 2 elapsed hours; Priority 2 Issue — 4 elapsed hours; Priority 3 Issue — 12 elapsed hours;
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Client Specific, AIMES offers a number of support packages based on client specific requirements. These range from our PAYG IT Support package up to our Platinum Support package. PAYG IT Support offers entry-level support with break / fix only on all named servers, or systems required that are outlined in the support contract. Our Platinum Support package offers fully managed service of the entire infrastructure stack. This includes management, administration and support of all hardware and systems tailored to include as many named servers, or systems required that are in the support contract.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
On-Boarding:
Migration of existing Infrastructure to the AIMES cloud environment can range from simple manual migration to a full assessment, plan and project implementation. Clients are able to sign up for an account and order a service through our online client portal. Once an account has been created, Virtual Servers can be provisioned and access granted to customers via a secure log in facility.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
AIMES cloud platform allows easy migration between environments and AIMES commits to providing the same level of support and management to assist the client in the off-boarding process at contract end.
End-of-contract process
There is a decommissioning / migration charge, which is determined at contract start, depending on client requirements.

Using the service

Web browser interface
Yes
Using the web interface
Users must be pre-registered before they can access our 2FA protected web portal.

Users can restart and shutdown virtual servers.
Users can provision new services (subject to contract)
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
The web portal is developed by Microsoft, so has been tested by them.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Capacity planning and monitoring
Significant headroom
Resources are not thin provisioned and are ringfenced
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Supplier-defined controls
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
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Virtual machines
  • Databases
  • Individual Files/Directories
Backup controls
Backup schedule can be tailored to clients specific requirments
Datacentre setup
  • Multiple datacentres
  • Single datacentre with multiple copies
  • Single datacentre
Scheduling backups
Users schedule backups through a web interface
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
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Guaranteed availability 99.96%
Approach to resilience
Tier 3 equivalent Data Centre -Concurrently maintainable: 99.99 % Availability

• Enables planned activity without disrupting computer hardware operation. AIMES facilities are designed and specified to ensure that planned activity can be undertaken without any disruption to computer hardware.
• Resilient power infrastructure. AIMES design specification for the DC facilities provides for 2N resiliency on the power infrastructure and N+1 on all other components and multiple Low Voltage path options with a dual A & B feeds which are available for all racks.

• We also have resilient internet connectivity, setup in an auto-failover configuration and involving diverse routes and providers:
Outage reporting
Twitter,
Email Alerts

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Administrative and management networks are physically separate from other staff networks, within our secure NOC. Technical Staff access is strictly controlled as part of our ISO27001 audited ISMS.

Client management access is via 2FA client VPN.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • 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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
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
BUREAU VERITAS
ISO/IEC 27001 accreditation date
2016
What the ISO/IEC 27001 doesn’t cover
AIMES ISO/IEC 27001 certification covers the provision of secure application hosting including hosting business applications, high performance Computer processing and Data Storage and Manipulation.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • NHS Toolkit complience
  • NHS DSP Compliant

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
NHS DSP Toolkit Compliant
EU Code of Conduct for Data Centres
Commercial N3/HSCN Provider.
Cyber Essentials plus Compliant
Information security policies and processes
Our Data Centre information security management system (ISMS) was audited by BUREAU VERITAS and granted ISO 27001 certification in December 2007 and has passed further annual audits each year between 2008 & 2019.

For us maintaining our ISO 27001 certification is just as much about running our data centre securely as it is about providing our clients with evidence of our compliance.

The security regime and security standards that we adhere to can be summarised into four main headings:
• Information Security
• Data Centre Security
• Rack Security
• Staff Security

ISO 27001 Information Security Management System (ISMS)

We have implemented and had audited 135 individual security controls at Our data centres to ensure security and to protect our client’s information assets. These controls are grouped under the following categories:

Security Policy:
Organisation of Information Security
Asset Management.
Human Resources Security.
Physical and environmental security.
Communications and operations management.
Access control.
Information systems acquisition, development and maintenance.
Information security incident management.
Business Continuity Management.
Compliance.

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
Change control process managed as part of our ISO 27001 Information Security Management System (ISMS). Our ISMS was audited by BUREAU VERITAS and granted ISO 27001 certification in December 2007 , and has passed further annual audits each year between 2008 & 2017. Specific details of AIMES change control process will be made available during the contract negotiation stage.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability Management approach managed as part of our ISO 27001 Information Security Management System (ISMS). Our ISMS was audited by BUREAU VERITAS and granted ISO 27001 certification in December 2007 , and has passed further annual audits each year between 2008 & 2017.

Specific details of AIMES Vulnerability Management approach will be made available during the contract negotiation stage.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Protective Monitoring processes managed as part of our ISO 27001 Information Security Management System (ISMS). Our ISMS was audited by BUREAU VERITAS and granted ISO 27001 certification in December 2007 , and has passed further annual audits each year between 2008 & 2017.

Specific details of AIMES Protective Monitoring process will be made available during the contract negotiation stage.
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
AIMES Incident Management processes are managed as part of our ISO 27001 Information Security Management System (ISMS). Our ISMS was audited by BUREAU VERITAS and granted ISO 27001 certification in December 2007 , and has passed further annual audits each year between 2008 & 2017.

Specific details of AIMES Incident Management processes will be made available during the contract negotiation stage.

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
Customer private networks and support services access to be controlled with a separate EAL4 compliant firewall.

Webservers to be dual networked into dedicated Virtual Local Area Network (VLAN), access to and from such VLANs is controlled by separate firewalls and access rules.

Back end services segregated by multiple VLANs, segregating servers into separate VLANS protected by firewall access control lists.

Data storage will be on a shared Storage Area Network (SAN) this SAN will have a dedicated area for the service, presented via the iSCSI protocol to the hypervisors. iSCSI CHAP security will be used to prevent unauthorised access to

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
The European Code of Conduct has been created in response to increasing energy consumption in data centres and the need to reduce the related environmental, economic and energy supply security impacts. AIMES is an ethical and environmental conscious organisation that has adopted the best practices of the code and become an official participant. The EUCOC ensures that AIMES operational procedures regarding the management of a data centre are appropriate and the energy saving initiatives the company adopts meet the objectives of the European Union.

Pricing

Price
£0.11 to £0.25 per gigabyte per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Trial periods can be arranged as part of PoC analysis. These periods are usually incorporated into a longer contract.

Service documents

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