Carrenza Limited

OFFICIAL Backup Service

The Carrenza OFFICIAL Backup as a Service solution is a secure cloud service that helps protect your data, including physical and virtual servers and storage devices. The back up service is built using industry-leading technology for both agentless snapshot and agent based offerings. 24/7 management and support services are available.

Features

  • Choice of file or block backup
  • Agentless snapshot and agent based offerings
  • Virtual and physical backup solutions
  • On-site of off-site backup options available
  • Self-service portal or API access
  • Multiple UK data centres
  • Can provide backup to the public cloud if required
  • Automated and simple backup process
  • Integrates with IaaS and DR services
  • Connect via internet, PSN Assured or PSN Protect

Benefits

  • Highly secure for OFFICIAL and OFFICIAL-SENSITIVE data workloads
  • Control the data you back-up
  • Choose how you backup your data (file or block level)
  • Easy to deploy and manage
  • Select the location of where your backup data sits
  • Automation to simplify processes
  • Easily scalable and simple to manage
  • Available as a standalone service or a larger Carrenza solution
  • Easy to control costs with a predictable cost model
  • Flexible billing options: hourly, daily, weekly or monthly

Pricing

£45 per server per month

  • Free trial available

Service documents

G-Cloud 9

468928008127881

Carrenza Limited

Andrew Mellish

0845 3370827

andrew.mellish@carrenza.com

Service scope

Service scope
Service constraints N/A
System requirements
  • Requires min. 10 Mbps standard networking (includes reserved bandwidth)
  • X86 operating system and application (non x86 options available)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Carrenza hold a 1 working hour first response SLA for questions logged via our service desk. Depending on the complexity of the question if an answer cannot be provided within the first response a typical question would be answered in full within a working day.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 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 Full support of Carrenza services are provided as standard via the Carrenza Service Desk. The Service Desk is open Mon-Fri 07:00-19:00 and is manned by 1st/2nd line support engineers. The service desk has direct escalation to the operations team where full 3rd line support is provided.

Full out of hours support is also provided for all P1 and P2 incidents with clear escalation paths.

Carrenza also provide additional support services such as O/S and application monitoring, server support, patch management, managed backup, and managed DR services. Pricing is provided either per server or as a flat service fee depending on the size of the environment.

All customers are allocated a service delivery manager who is responsible for ensuring the smooth delivery of the service, acts as an escalation point for all incidents, and provides full monthly service reporting.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our services are simple to consume requiring only a browser (and in the case of VMware vCloud a small plug in to be installed). New customers are asked to provide us with a list of authorised contacts and permission levels with whom we can engage and those nominated individuals are provided with documentation and if need be training on how to contact us for support, how to access the ticketing and monitoring portals and how to use VMware vCloud

For all customers provide documentation for using the Carrenza IaaS. In addition to the detailed documentation, Carrenza can run individual and group training sessions for using these clouds. The sessions are either delivered via WebEx or face-to-face.

At a base level Carrenza do not charge customers to on-board and off-board from the Carrenza IaaS. However, should an organisation require additional support as part of the on-boarding process, such as project management, detailed technical design, etc, then Carrenza might need to charge for this. This will either be charged as time and materials (T&M) or as a pre-agreed flat service fee.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Viso
End-of-contract data extraction Customers can export their servers to a OVF format and download to their local machines. Where necessary Carrenza Service Desk can provide solutions for large or complicated migrations away from Carrenza.
End-of-contract process Carrenza do not charge for off-boarding as standard and organisations can exit the Carrenza service without penalty. Where reasonable Carrenza will support the client exit the service, export virtual machines, and decommission resource. If full project management or large-scale support is required then Carrenza reserve the right to charge the client. This will be agreed in advance, prior to termination.

Using the service

Using the service
Web browser interface Yes
Using the web interface Carrenza have a vCloud Director portal to allow customers to fully manage their environment, such as building, editing and removing resource.
Web interface accessibility standard WCAG 2.0 AAA
Web interface accessibility testing Carrenza have not undertaken any direct testing with assistive technology although the vCloud Director Portal provided for customers to access the environment has undergone rigorous assistive technology testing from VMware. Therefore the Carrenza IaaS is able to support users with disabilities and special requirements.
API Yes
What users can and can't do using the API All actions that you can perform by the GUI can be achieved via the API.
API automation tools
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
Other API automation tools
  • Ernest
  • PowerShell
API documentation Yes
API documentation formats HTML
Command line interface Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
  • Other
Using the command line interface All actions that you can perform by the GUI can be achieved via the CLI

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Storage is sold based on fixed IOPS, meaning performance is guaranteed irrespective of other user requirements. We can also provide dedicated virtual and bare metal resource for customers who want to further protect their environment.

All customers pay for reserved bandwidth. Carrenza monitor shared inbound connections at our peering level. If a customers usage becomes unusually high we will be alerted. Where necessary customers traffic will be restricted or black holed (in a DDoS attack) to protect our other customers bandwidth requirements. DDoS service options, both Layer 3/4 and Layer 7, are available as chargeable services should customers require.
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Availability
  • Running Services
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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 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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
Backup and recovery Yes
What’s backed up
  • Backups can be taken of server states and data repositories
  • File level, VM level, and database level backups available
  • All IaaS resource used and configurations
  • Onsite and Offsite mackup options
Backup controls Backups are configured to the customers requirements via the service desk.
Datacentre setup
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
  • Single datacentre with multiple copies
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network A virtual private network is created for each customer. This is logically isolated from other networks and each are controlled by a firewall context for security.

Availability and resilience

Availability and resilience
Guaranteed availability Carrenza offer a 99.99% availability SLA on all components up to the OS. This includes access to the hypervisor, compute, storage, and Carrenza networking services.
Approach to resilience All components have been built in fully resilient pairs. With fully resilient networking links between all components and to external third parties, including multiple ISPs. For host availability Carrenza use VMware’s HA failover for redundancy.
Outage reporting All infrastructure is monitored on the network 24/7. Should there be an outage monitoring alerts are sent to the Carrenza operations team via e-mail and SMS.
Customers are notified of outages by the Carrenza service desk via email and phone.

Identity and authentication

Identity and authentication
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Other
Other user authentication 3 factor authentication using a certificate, token and password to access the Carrenza VPN which is required to reach the Carrenza service.
Access restrictions in management interfaces and support channels Only authorised contacts are granted access rights to Carrenza allowing them to connect to the secure VPN to manage their service. The Service Desk for support will only accept requests from authorised contacts. Communication with anybody at Carrenza will need to be pre-approved by a known individual in writing.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Other
Devices users manage the service through 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

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 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 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 LRQA
ISO/IEC 27001 accreditation date 19/11/2015 – last surveillance visit from LRQA: 25/01/2017
What the ISO/IEC 27001 doesn’t cover A.14.2.1 Secure development policy (NEW) and A.14.2.7 Outsourced development
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Teamwork IMS
PCI DSS accreditation date 16/06/2016
What the PCI DSS doesn’t cover The following are in-scope of Carrenza’s AOC:
Hardware
Infrastructure / Network
Systems security services
Physical security

The following are out-of-scope of Carrenza’s AOC:
Physical space (co-location)
Storage
Web
Security services
3-D Secure Hosting Provider
Shared Hosting Provider
Applications / software
Terminal Management System
IT support
POS / card present
Internet / e-commerce
MOTO / Call Center
ATM
Other security accreditations Yes
Any other security accreditations
  • PSN Compliance Certified
  • Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards ISO 27001-2013, PCI-DSS 3.2, Cyber Essentials, PSN Code of Connection
Information security policies and processes All ISO 27001:2013 controls and associated policies are in place except A.14.2.1 Secure development policy (NEW) and A.14.2.7 Outsourced development as Carrenza do not develop software. Carrenza also adhere to the additional requirements set-out within PCI-DSS v 3.2 and have additional supporting processes in place to ensure continuation of compliance for these services, such as cardholder data scanning, enhanced weekly and also quarterly external approved scanning vendor (ASV) vulnerability scanning. Carrenza also comply with our PSN CoCo which is aligned to our security principles that allows us to deliver our customers PSN Secure and Protect.

Carrenza operate a rolling internal audit programme to ensure continuity of compliance to our various accreditations , as well as internal technical auditing of our systems through the use of various integrity checks. This is ensures that there is always a fully justified and documented Change Request for any modification of our secure systems.

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 Change management is performed for all changes at Carrenza. All non-standard changes must be pre-authorised by going through a peer, senior and CAB (change advisory board) approval process. Standard changes are created in template form and are approved in CAB before being implement into Change controls.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Carrenza run an internal penetration test once a week. All reported vulnerabilities that are reported are categorised into priority depending on the severity and a case is logged with the operation team who will fix the vulnerability under the time frames dictated by Carrenza security standards. This conforms to the PCI-DSS standard.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Carrenza have a protective monitoring system where all logs are centralised and checked on a daily basis for security breaches using several key search filters. Alerts are sent out for high risk activity and are pro-actively responded to by the operations and security teams. This conforms to the PCI-DSS standard.
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 Carrenza operate an ITIL aligned incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities, clear policies and associated KPIs. This process conforms to PCI-DSS.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

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 The Carrenza cloud is multi tenanted and is logically partitioned between its customers using virtual private networks safe guarded from each other using dedicated firewall contexts. The self-service portal only allows access to the resource that has been granted to that particular customer at login and they cannot see or control other areas.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £45 per server per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Carrenza provide full access to its IaaS, including networking, compute, storage, and operating system licencing. Database and other SPLA licencing is available on application and pre-agreement from Carrenza.
Timescales, typically one month, and resource requirements are agreed on a case basis.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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