hSo

hSo Veeam Cloud Connect

hSo Veeam Cloud Connect is a backup and disaster recovery service. You point your Veeam software to hSo's VCC service. VCC backs up your data and provides you with a failover instance of your server as an option. It's Disaster-Recovery-as-a-Service on a trusted, government approved provider - hSo.

Features

  • Disaster Recovery as a Service - DRaaS
  • Hosted Offsite backup with air gap capability
  • Ransomware protection with archived backups
  • Both Physical and Virtual server backup
  • Complete visibility and control
  • End to End Encryption
  • Minimal / free Veeam licencing with existing Veeam systems

Benefits

  • Managed automatic backups
  • "Ready to go" offsite recovery platform
  • Hosted service that you don't need to manage
  • Customer visibility and control
  • Managed fail back process ensuring smooth return to BAU
  • No service lock in beyond the contract length
  • Industry leading managed solution.
  • Replace legacy offsite backup services

Pricing

£0.01 to £0.05 a gigabyte a month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

5 4 3 4 7 8 7 1 8 4 5 7 5 8 1

Contact

hSo Marketing
Telephone: 020 7847 4510
Email: marketing@hso.co.uk

Service scope

Service constraints
There are no specific extra constraints with hSo's VCC service.
A suitable network connection to hSo cloud is recommended, hSo is already a government connected partner with CCS, CAS-T and HSCN.
System requirements
  • Existing Veeam customers should have Veeam Availability Suite
  • Or Veeam Backup & Replication or Veeam Backup Essentials.
  • Internet connections or connection route to the hSo network.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We have a 24/7 support 365 days a week with a 4 hour SLA on service issues. Automated systems log the ticket and follow up is within 4 hours, or quicker for high priority issues.
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
No
Onsite support
Yes, at extra cost
Support levels
HSo provide one level of support 24/7 .

hSo operate a dedicated Customer Services Centre. The Service centre provides tiered telephone support so that customers can speak directly to the appropriate technical or non-technical support staff as required.

Support of the service is covered within the cost of the service.
Support for configuration or migration assistance - i.e. helping/training you use the service for your own needs is a paid for addition.
All customers have an assigned account manager to assist in managing your account.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
HSo set up the contract and share the access codes with you. Then you select us as the preferred service provider in the Veeam Cloud Connect management screen.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
When the contract ends, users remove backups from the hSo VCC service using the Veeam software and their network connection.
End-of-contract process
For backup services, the contract price includes the storage capacity and a guide number of Virtual Machines.
For recovery (DRaaS) services, the contract includes the storage capacity and a reservation charge for recovery compute resources. In case of activation, there are additional usage based charges for live compute resources.

Extra consultancy charges may apply if engineering assistance is required for setting up replication services.

Using the service

Web browser interface
Yes
Using the web interface
Yes there is a web interface for the hSo VCC service, Veeam Cloud Connect backup and replication is accessed within the Veeam Availability Suite, Veeam Backup & Replication, or Veeam Backup Essentials interface.
From this interface users select hSo as a service partner and manage their backups, DR service and the fail back process to Business as Usual.
Its designed to be a straight forward process needing minimal user input.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
HSo VCC service, Veeam Cloud Connect backup and replication is accessed within the Veeam Availability Suite, Veeam Backup & Replication, or Veeam Backup Essentials interface.

For detailed instructions please see
https://helpcenter.veeam.com/docs/backup/em/accessing_management_website.html?ver=95u4
Web interface accessibility testing
The Veeam Cloud Connect service is an industry leading mature service with many customers already using it from around the world. It's easy to use and and will typically be part of a customer's existing usage experience.
API
Yes
What users can and can't do using the API
Although there is an API for Service providers, customers would only typically use the Veeam management interface.
hSo can use Veeam Backup Enterprise Manager RESTful API to work with Veeam Cloud Connect resources though this would be a separate discussion.
API automation tools
Ansible
API documentation
Yes
API documentation formats
HTML
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
We have individual customer capacity quota limits to ensure that other customers do not affect you as a customer.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Disk
  • Number of active instances
  • Other
Other metrics
  • Storage
  • VM instances
  • Backup progress
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
No
Datacentre security standards
Managed by a third party
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 another standard
  • Other
Other data at rest protection approach
Data is encrypted on client end and is therefore encrypted at rest on our storage.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
HSo's VCC service backs up both physical & virtual machines.
Backup controls
Customers control which servers to backup on what time schedules and with how many generations.
Also whether they want Air gap backup facilities to de-risk ransomware attacks.
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 protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Veeam end to end backup encryption.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
We limit access to data transitioning our our network by restricting management access to devices. We also use VLANs to separate traffic through our network. hSo processes for joiners/leavers access, and for media handling cover privileged access.
We are ISO27001, CAS-T and HSCN certified.

Availability and resilience

Guaranteed availability
The service level agreement covers an availability of 99%, a response time of 30 minutes; these are backed by customer credits if SLAs are breached.
Approach to resilience
HSo's network and services are designed for built in resilience and failover, this includes multiple circuit and active-active resilience in multiple geographic locations. More information is available on request.
Outage reporting
A customer portal dashboard is available to show the state of hSo services; Also for customer chosen monitoring packages the service data is available for the customer over selectable time periods.
And there is the overall status website - https://status.hso-group.net/
which also has RSS feeds.

Identity and authentication

User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
HSo has identity and authentication controls in place to ensure users are authorised to access specific areas. Authentication and access to management interfaces over secure channels is restricted through ISO 27001 & CAS-T approved hSo access policies, only active staff concerned with the service have access to system management features. These staff are managed through the hSo support department.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device over multiple services or networks
  • 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 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 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR ISO/IEC 27001-2013
ISO/IEC 27001 accreditation date
13/03/2019
What the ISO/IEC 27001 doesn’t cover
N/a - all hSo business processes are within scope.
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
  • Other
Other security governance standards
CAS-T
HSCN
Information security policies and processes
HSo's governance framework includes our ISO 27001, CAS-T and HSCN approved Information Security management system of policies and processes. these are regularly assessed . We have a defined information security manager on the management team and have an on-going process of risk reporting and compliance conformance checking.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our configuration management processes and systems ensure the composite assets of the service are recorded and their configurations known. Changes to services are submitted for review, assessed, prioritised and then planned and recorded in the audited change request system. Orders, incidents and planned works of the customer service and host environment are covered by our ISO 27001, CAS-T & HSCN processes including the patching policy, and by our ISO 20000 service management system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Lnerability threats to services are managed through the network operations centre and major issues also via the risk register. These are identified through vendor alerts, threat subscriptions and protective monitoring systems and employee alerting. We patch systems according to our ISO 27001 patching policy and we protect systems though automated updates to threat management systems. We also mitigate potential threats through our access control policy.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
HSo is ISO 27001, CAS-T & HSCN certified, and applies these principals to all services it provides. hSo continually monitors its own base infrastructure through automated network management tools and a 24/7 network operations centre. We also have a propriety network flow monitoring system called GTflow which is a network data analysis tool to identify potential attacks. We protect our systems through DDOS protection against abnormal traffic to individual servers.
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
HSo incident management processes conform with ISO 27001, CAS-T & HSCN certified assurances; hSo follows ITIL incident management processes and has trained its staff using this to satisfy ISO 20000. We have defined processes for common and uncommon events and test these annually. Incidents are reported by users, email and phone; And also by our automated monitoring systems. Incident reports are either through the portal, email or phone calls. For major events a root cause report can be provided. We have built in escalation paths depending on the severity of incidents. We can demonstrate robust and rehearsed incident management procedures.

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
No

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£0.01 to £0.05 a gigabyte a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We offer a 2TB trial for 14 days.

Service documents