IBM United Kingdom Ltd

IBM Resiliency Services Backup as a Service (BaaS)

The IBM Backup as a Service (BaaS) offering is designed to transform
the existing, in-situ backup environment into a fully managed service,
delivered at capacity-based pricing. The service provides
comprehensive remote monitoring/management of the backup
environment,delivered by SMEs who help identify
and resolve issues before they can impact business.

Features

  • Security-rich encryption
  • Always-on availability of critical business data
  • Anytime access to data via a web-based portal

Benefits

  • Specific to you backup up priorities, retention and retrieval goals
  • Offers anywhere, anytime access to data via a web-based portal
  • Gives a “single pane of glass” view of cloud information
  • Provides a single management point for data backup services
  • Shows trends and actual data stored and replicated
  • Can be tailored with a choice of data backup platforms
  • Prevents unauthorized users from accessing data at the remote vault
  • Identifies redundant data at the source
  • Stores only unique segments of information

Pricing

£0.02 per gigabyte per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

IBM United Kingdom Ltd

Alice Griffin

Please email

gcloud@uk.ibm.com

Service scope

Service constraints
No
System requirements
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depends on severity - from 1 hour to 1 business day
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
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
-
Web chat accessibility testing
-
Onsite support
Yes, at extra cost
Support levels
- Provide client with support and assistance for the IBM-provided Services via a single-point-of-contact help desk 24 hours per day, seven days per week.
- Manage problem calls, escalate problems (as appropriate) following established procedures, coordinate additional support involvement, communicate status to client, and place service calls to the appropriate hardware, software, or network vendor for IBM-provided or IBM-managed items;
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Starting with a project kick-off, IBM gathers detailed information about the client environment it is supporting. The onboarding is done within 3 main stages:

1.Project initiation (introducing the project participants and discussing roles and responsibilities, reviewing the Services objectives, Customer's environment and completed data collection questionnaire, developing a schedule of activities)

2. Solution maturing (validating the base solution and incorporating all dependent and/or additional elements for the requested End-to-end solution). Including:
The establishment, configuration and installation of all service schedules and maintenance windows

-Gathering any additional information relating to client facilities, infrastructure & network

-Working to provide a networking communications solution between the IBM Cloud centres and your locations

-Working to undertake current Security level assessment & certification

-Review and validation of associated services elements and components; and impacts on hosting charges.

-(Optionally) performing a Data Protection Analysis exercise

3. Provisioning (establishment of communications, provision the Services Components and the network components, access to Web-based portals to Customer Point of Contact, procurement of all necessary consumables & media, training of selected customer staff, installation of agent software on each in-scope end point, testing and review of processes and tools, test and reviews, performance optimisation; actual service activation)
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
IBM will return any applicable and agreed data points/packages and or making unreadable, all content in the recovery site and/or where used, tapes will be destroyed by a tape services provider and a certificate of destruction is furnished in order to better manage compliance for secure destruction.
End-of-contract process
Should a client wish to exit the service, we apply a similar service to manage the off- boarding of customers from the services provided by IBM. This commences with the appropriate notification and planning phases and will incorporate activities such as:

-Removal of agent software from each end point that was supported by the service offering

-Decommissioning of any communications solutions – in conjunction with the client and the chosen network provider

-The return by IBM of any applicable and agreed data points/packages and or making unreadable, all content in the recovery site and/or where used, tapes will be destroyed by a tape services provider and a certificate of destruction is furnished in order to better manage compliance for secure destruction

-The disabling of access to, and make revoke customer's logon access to the web-based portal.

-The payment of any applicable charges as detailed in your contract and agreed during the on- boarding process.

At the end of these activities a client will be notified that off-boarding is complete and network access is no longer required, enabling them to decommission such service.

Using the service

Web browser interface
Yes
Using the web interface
The IBM RESILIENCY SERVICES Backup as a Service infrastructure offers virtually anywhere, anytime access to data via a web-based portal installed in your environment. This portal gives your authorised users a "single pane of glass" view of the information stored within the cloud. It also gives you a single management point for your data backup services. Our portal is an integrated service management tool for incident, problem and change management, which shows trends and actual data protected, stored and replicated values both live and historic. Additionally, integrated analytics enables a more reliable data backup and protection process to be applied.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
?
Web interface accessibility testing
Mature web interface which is key function of the software and support. Interface has been fully functionality and stress tested.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
All users contract to a monthly minimum. Thereafter, the service is scaled according to demand.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Disk
  • Number of active instances
  • Other
Other metrics
  • Recovery Time Objective (RTO)
  • Recovery Point Objective (RPO)
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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
  • 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
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
  • Critical servers
  • Databases
  • Virtual machines
Backup controls
The IBM Resiliency Services Backup as a Service infrastructure offers virtually anywhere, anytime access to data via a web-based portal installed in your environment. This portal gives your authorised users a "single pane of glass" view of the information stored within the cloud. It also gives you a single management point for your data backup services. Our portal is an integrated service management tool for incident, problem and change management, which shows trends and actual data protected, stored and replicated values both live and historic.
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)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
IBM will encrypt content not intended for public or unauthenticated viewing when transferring content over public networks. Further, unless excluded by a transaction document, IBM will enable use of a cryptographic protocol, such as HTTPS, SFTP, and FTPS, for Client’s secure transfer of content to and from the Cloud Service over public networks.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
SLAs are negotiated per contract, penalties are normally paid via service credits
Approach to resilience
Available on request
Outage reporting
Email alerts

Identity and authentication

User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
User authentication
Access restriction testing frequency
At least every 6 months
Management access authentication
Dedicated link (for example VPN)
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • 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 contact the support team to get 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
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Bureau Veritas
ISO/IEC 27001 accreditation date
As below
What the ISO/IEC 27001 doesn’t cover
Due to the global nature of delivery locations and service centres, this information can be made available on request.
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
IBM has an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.

IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
ITIL V3 compliant processes
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We use IBM CIRATS process to identify vulnerabilities and ensure they are addressed in a timely fashion. More details can be provided upon engagement.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Details available on engagement
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
IBM:
-maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.
-investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.
-promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred.
-provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

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
Microservices and microsegmentation

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
-

Pricing

Price
£0.02 per gigabyte per month
Discount for educational organisations
No
Free trial available
No

Service documents

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