EACS Limited

Backup as a Service

EACS backup as service offering enables a cloud environment suited to customer's business and IT requirements. This can be undertaken with public, private and hybrid approach dependent on user requirements.

Features

  • Department reporting & usage of internal cloud services
  • chargeback of cloud computing resources internally
  • solution to meet RPO and RTO of end user environment.

Benefits

  • Cost effective solution to meet business requirement.
  • Solution to align with IT and business requirements.
  • Consumption of services to enable workload delivery

Pricing

£0.05 per gigabyte per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 3 4 6 3 9 2 4 9 6 8 1 7 0 8

Contact

EACS Limited

Richard Puckey

01480 425677

richard.puckey@eacs.com

Service scope

Service constraints
NA
System requirements
Solutions requirements defined at design stage

User support

Email or online ticketing support
Yes, at extra cost
Support response times
SLA subject to contract agreed. Costs form part of overall service offering.
User can manage status and priority of support tickets
No
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
EACS supports a mixed ability organisation, specifically focussed on adults with learning disabilities, who make use of its workspace transformation services.
Onsite support
Yes, at extra cost
Support levels
EACS Core business hours are defined as 08:00 until 18:00 GMT, Monday to Friday. During these hours EACS will offer coverage for all support related events. Service Desk Primary Contact Number 0845 601 4941 1.2. Extended Hours of Support / On-Call Extended or On-Call hours start from 18:00 until 22:00, Monday to Friday, for some customers this can include 24*7 support. Weekend support can start from 07:00 and run until 14:00 and is defined within the specific support contract. Extended Hours of Support is also known as On-Call as calls are routed to a member of the EACS Support Team wherever they are at that time. EACS Support Personnel are not expected to be in the office during Extended Hours of Support coverage at this time. It is expected that all EACS Support Personnel have all the relevant tools and technologies to provide support during Extended Hours of coverage. Pricing for support services varies by solution
Support available to third parties
No

Onboarding and offboarding

Getting started
EACS adopts a "shoulder surfing" model to implementations, ensuring knowledge handover takes place. Operations Manuals and configuration reference documentation is a standard part of any EACS service. Additionally EACS has a dedicated learning division which can provide courses on a wide variety of technical and soft skills
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data extraction varies by service, however EACS is committed to supporting data portability for its customers.
End-of-contract process
Contract pricing varies by service due to its bespoke nature for each client.

Using the service

Web browser interface
Yes
Using the web interface
Review consumption of service.
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
EACS has experience of providing support to mixed ability organisations, specifically adults with learning disabilities.
API
No
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Windows
  • MacOS
Using the command line interface
No changes can be made.

Scaling

Scaling available
No
Independence of resources
EACS works with the client to ensure resources are aligned to meet businesss demands of service.
Usage notifications
Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
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
Memset / Microsoft Azure / NetApp

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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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
  • Files
  • Virtual machines
  • Databases
  • Applications
Backup controls
Backups are designed with specific client requirements considered.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
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
ACS services are underwritten by service descriptions which form part of contract schedules. Approach to service credits is detailed on a service or solution basis.
Approach to resilience
Availability by design is at the core of EACS' architectural principles. Each organisation has their own priorities in respect of system or application availability and EACS' consultative approach ensures the correct balance between availability, risk and cost is achieved.
Outage reporting
Reporting varies by service; some will provide dashboard information but all EACS services include service availability reporting and email and/or telephone alerting.

Identity and authentication

User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
EACS support offerings adopt to the principles of least privileges and role based access control, with access restricted only to those who need it in their support duties.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
URS
ISO/IEC 27001 accreditation date
18/06/15
What the ISO/IEC 27001 doesn’t cover
All EACS department have been audited as part of EACS ISO27001 award.
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
EACS are ISO27001 accredited and are working towards attainment of CyberEssentials+. • EACS policies include the following: o Information Governance Policy o IT Security Policy o Data Protection Policy o Data Breach Policy o Data Retention & Disposal Policy o Information Classification Policy o Personal Information Disclosure Policy • All personnel must read the policies annually. EACS have a Head of Compliance who is responsible for managing these policies internally and to ensure adherence to internal governance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
EACS have an ITIL aligned Change Management Process. Any changes that are non-standard and carry a degree of risk to implement require the completion of a Request for Change (RFC) . Each RFC is reviewed by EACS’ Change Advisor Board that meet once a week. Consideration is then given to factor of the change including backup / test plans, security impact etc.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Each threat is dealt with on a case by case basis. If there has been a global threat and patch released this will deployed immediately. Patch deployment is now automated so patches can be deployed within hours and schedules can be tweaked. This is under RFC for the customers. We currently use Microsoft Teams to feed security related RSS feeds from various security websites around the globe. This isn’t limited to IT this includes terrorism etc. Team members have to software installed and set to auto startup.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Through EACS SIEM service the network is proactively monitored to search and identify potential threats to the environment. Upon notification, EACS immediately effects its incident management process.
Incident management type
Supplier-defined controls
Incident management approach
EACS have ITIL aligned processes for Incident Management and Service Requests.Users can log calls to the Service Desk by phone, email or an online portal.For requests such as new starters, leavers, folder access, changes to distribution lists, password resets there are specific processes and guides in place.A user logs a ticket they will receive an email detailing the case information.

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
KVM hypervisor
How shared infrastructure is kept separate
Segregated model is in place to ensure that organisations are kept separate.

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£0.05 per gigabyte per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
EACS can provide a bespoke proof of concept to ensure the services align with end user requirements and workload.

Service documents

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