telent Technology Services Ltd

telent Cloud Services - BaaS

With telent Cloud Services BaaS, you can have control of your backup routine with the added benefit of keeping a copy offsite in telent Cloud Services. The software provides an easy to use portal where all backup targets can be set and monitored, and all backup routines set and managed.

Features

  • Highly secure Tier 3 datacentres
  • UK data sovereignty and all support UK based
  • PSN compliant platform
  • 24x7x365 Fully managed support
  • Secure authentication Veeam Cloud Connect licensing
  • High availability object storage
  • Backup on-premises appliances
  • Backup of telent Cloud Services IaaS and PaaS
  • High throughput Content Delivery Network ready infrastructure for fast restore
  • Multiple Connectivity Options

Benefits

  • Suitable for Official Sensitive environments
  • Seamless fail over through Active-Active platform architecture
  • High service availability
  • Receive pre-sales design support to optimise backup processes
  • Compliance backup support including Grandfather father son
  • Storage pricing with discounts for larger sizes and longer terms
  • Self-management with Veeam Enterprise Manager, interworking with VMware Cloud Director

Pricing

£7.99 per virtual machine per month

  • Education pricing available

Service documents

G-Cloud 11

366179653727388

telent Technology Services Ltd

Sales

01926693000

gcloud@telent.com

Service scope

Service scope
Service constraints Telent Cloud Services is a fully UK only service. Escorted access only on request. For secure locked down version we don't offer email.
System requirements
  • Available rack space (typically 2u) for on premise Veeam appliance
  • Virtual or physical resource for backup components i.e gateways etc
  • VMware hypervisor V5.x or later.
  • Microsoft Hyper-V Hypervisor V2008 R2 SP1 or later
  • Virtual OS's supported by both hypervisors can be backed up
  • Physical Agent based Windows Server 2008 R2 SP1 or later
  • Pyhsical Agent based Linux kernel 2.6.32 or later
  • Any application on the above
  • Any filesystem on the above

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response SLA's vary depending upon severity of the ticket. We aim to respond between 15 mins and 2 hours. Depending upon security classifications we may guide customer to use our ticketing portal.
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 No
Onsite support Yes, at extra cost
Support levels Telent's standard support includes 24x7 access to our Service Desk, Customer Service Managers and our support engineers. Core working hours for fault resolution are 09:00 - 17:00 every weekday with Priority 1 (Critical) faults addressed 24x7x365.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We make it easy to on board your services through telent’s ITIL aligned and ISO20000 accredited transition process. We utilise Customer Readiness Checklists and Acceptance Criteria to ensure a smooth on boarding takes place. telent’s operational support teams are also briefed to enable Knowledge Transfer about your service. Once successfully on boarded, telent’s 24/7/365 operational support and management will be active.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Microsoft Powerpoint (.ppt)
  • Microsoft Project Plan (.mpp)
End-of-contract data extraction Users are able to extract their data themselves at the end of the contract. We are also offer optional services to extract data on their behalf.
End-of-contract process We make it easy should you wish to off board services from telent. Utilising the same principles and processes as on boarding, we ensure that you have everything you need prior to the service ending.

Using the service

Using the service
Web browser interface Yes
Using the web interface • Perform backups and restores, for objects in their scope using pre-defined or custom templates
• Modify, delete, enable, disable, start, stop, retry jobs
• View stats on backups
• Perform application item level restore for SQL Server and Oracle databases, SharePoint, Exchange and Active directory items using Veeam Explorers
• Restore files from indexed and non-indexed VMs guest file system
Web interface accessibility standard None or don’t know
How the web interface is accessible The veeam Web interface is accessible securely over the internet via any device that can run a web browser
Web interface accessibility testing None
API No
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
Using the command line interface Perform configuration tasks
Peform backups
Perform restores
Reporting
Many other functions

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Constant monitoring and continual capacity reviews, no overbooking and quality of service measures are applied to ensure that users cannot impact on other users service.
Veeam Cloud Connect is a multi user environment the cllient has access only to the resources allocated to them and can only see thier own environment and storage container
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • Disk
  • Network
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 No
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach Data at rest is encrypted using FIPS140-v2 cryptography standards
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
Backup and recovery Yes
What’s backed up
  • Operating Systems
  • Applications
  • Any Physical or virtual machine with a supported OS
Backup controls Using either Enterprise ManagerWeb GUI for telent Cloud hosted clients or VEEAM Accesibility Console for externally hosted clients. The user can configure their backup schedule and retention, as well as perform restores.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

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
  • Other
Other protection between networks Via private networks such as leased lines or MPLS and via public networks such as PSN. The connection between a tenant and the cloud gateway(s) is encrypted using SSL certificates (technically, it's TLS 1.2). This way, no man-in-the-middle attack will happen unnoticed, and even unencrypted data can traverse the public internet securely.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Data within the network is segregated between user networks by vxlan, protected by distributed firewall and encrypted with MACSEC over links between datacentres. All data at rest is also encrypted.

Availability and resilience

Availability and resilience
Guaranteed availability Availability up to 99.999%. Please refer to our Service Definition document for full details of our SLA.
Approach to resilience Our VEEAM service is hosted across two separate datacenters. Data at rest is stored short term on Disks using Raid 60 for resiliance. Data is relocated on a schedule to a geographically resilient HPE Scality Object storage ring
Outage reporting Unplanned service affecting outages will be communicated to the key stakeholders by email in every instance, via a broadcast on the customer portal for portal users and via telephone for Major incidents using the distribution list approved during service transition.

Planned outages will be communicated throught the change management process.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Each IaaS client accesses Enterprise manager through their own URL with credentials leveraged by vCD
External users will use the VEEAM Availability Console with a shared URL but their own credentials. Access to the URL will be blocked to all but configured customers IP addresses
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 23/05/2018
What the ISO/IEC 27001 doesn’t cover All personnel are covered by the certification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 We have a Full time Security Officer and appropriate policies are promulgated throughout the business supported by our CEO.

Operational security

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 Telent have well established change and configuration management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 standards. Our change management team ensure all activities are covered by Request For Change records and our weekly Change Advisory Board is attended by both technical and service managers. Collectively, this ensures that all configuration and change activities are delivered with no impact to systems and services.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach The Vulnerability Intelligence Process (VIP) is an integral part of the Baseline Security Policy which contains the technical guidelines for the secure development, release and sustaining of the company’s products.

1) Product planning and design: Threat and risk analysis to determine the essential security requirements.
2) Product development and test: Penetration tests to discover implementation vulnerabilities and to verify the hardening of the default system configuration.
3) Installation and start of operation: Hardening guides to support the configuration of the systems.
4) Operation and maintenance: Proactive Vulnerability Management to identify, analyze and resolve vulnerabilities.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The following sources are monitored for security vulnerabilities:

1) Vulnerabilities that become known to the public through various sources, especially through software vendor advisories, CERT and governmental organizations, and professional vulnerability information service providers.
2) Results of internal security assessments.
3) Vulnerabilities reported by external security researchers/customers.
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 Telent have well established incident and major incident management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 and ISO27001 standards. Incidents are managed by our 24x7 Service Desk, utilising a central ticketing ITSM system to capture and store incident information. Our processes ensure all incidents are comprehensively progressed from opening through to resolution, regardless of how the incident is generated. Incidents may be generated by telent support engineers, customers or via our automated monitoring system.

Secure development

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

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 Veeam Cloud Connect is a multi user environment the cllient has access only to the resources allocated to them and can only see thier own environment and storage container

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres Telent partners with Equinix who have been granted ‘Corporate Participant’ status in the European Commission’s voluntary Code of Conduct for data center energy efficiency and environmental management.

The company, which operates 30 data centers across Europe, submitted data and best practice responses for seven of its International Business Exchange™ (IBX®) data centers including the UK, demonstrating compliance.

Pricing

Pricing
Price £7.99 per virtual machine per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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