MDS Technologies Limited
Disaster Recovery & Business Continuity
MDS Technologies provide Disaster Recovery & Business Continuity services utilising Datto cloud, software and hardware. SIRIS 3 protects physical, virtual and cloud infrastructure running on Windows, Mac or Linux. Businesses can be operational within seconds after an incident.
Features
- Recovery Time Objective (RTO) of seconds
- Hybrid Virtualization instant off-site virtualization and connectivity
- Rapid Rollback to working order without reimage of entire machine
- 24/7 Support
- Unlimited local virtulization on local DR Appliance
- Customised backup and retention policies
- Advanced Ransomware detection with recovery point options
- Kroll ontrack for Microsoft SQL, Exchange & Sharepoint restoration
- Availability of client portal interface for self recovery
- Inverse Chain Technology™ eliminates broken backup chains
Benefits
- Virtualize any image instantly in the Datto cloud or device
- Infinite Cloud Retention keeps data in the Datto Cloud indefinitely
- Geo Replication automatically sends backups to a secondary datacenter
- Fast Failback™ BMR minimize downtime during a restore by virtualizing
- Advanced Backup Verification provides 100% confidence in your backups
- Ransomware Protection actively monitors backups using proprietary methods
- Backup & DR testing on a periodic basis, customisable
- Fully scalable solution
- Predictable, fixed monthly cost
- Warranty based on 3-5 year terms by Appliance type
Pricing
£233.00 a device a month
- Free trial available
Service documents
Framework
G-Cloud 12
Service ID
6 3 6 9 6 7 2 6 7 0 1 2 0 7 8
Contact
MDS Technologies Limited
Ben Grantham
Telephone: 01225 816280
Email: sales@mds.gb.net
Service scope
- Service constraints
- Network Connectivity & Bandwidth to External Cloud, Offsite limitations of 30 days per year for DR in the cloud
- System requirements
-
- Local Appliance hosting for SIRIS 3
- 1Mb upload and 5Mb Download Internet Connectivity required
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Priority 1 - Critical - First Response 30 mins within normal business hours, 1 Hour Response outside of business hours.(Mon-Friday 0900-1700 Excluding Bank & Public Holidays)
Priority 2- Urgent- First Response 1 Hour 24/7
Priority 3- Low Business Impact- First Response within 3 Hours
Priority 4 - Not Urgent- First Response within 4 Hours - 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
- MDS will provide a Managed Service based on a Priority (P1-P4) level of incident categorisation. Access to our Technical Account Manager and/or Service Delivery Manager is available as part of our governance and escalation process.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
MDS will provide a managed service to support the Datto solution, this will include initial consultations on the physical appliance and cloud solution based on a discovery sizing template document supplied, basic user training, provision of management reports associated with the solution and use of the client dashboard.
MDS will provide installation and commissioning of the Datto Appliance via a Datto accredited engineer on premise or hosted by MDS at additional charge. This includes upload of the physical base image, a local verification process, priority configuration for specific application considerations and provision of user documentation. MDS will also assist in one DR test per annum, additional testing can be provided at additional costs based on SFIA day rates. - Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
-
MDS will provide an exit transition plan where options are available to transfer the backup data. Typically following the reverse of the initial transition to service go live. If data is required to be transferred to a new solution from the Datto Appliance or Cloud additional charges may be levied based on resources and time SFIA rates.
Any data or devices not transferred to the customer will be destroyed securely by MDS. - End-of-contract process
- MDS will ensure the service is retired, offboarding charges may apply based on the scope of data transition to a new solution if required.
Using the service
- Web browser interface
- No
- API
- No
- Command line interface
- No
Scaling
- Scaling available
- Yes
- Scaling type
- Manual
- Independence of resources
- MDS provide a Managed Service and will advise best use and forecast, through regular reports. The solution is independent by Appliance (on customer premise or hosted by MDS at additional cost) so is not constricted by other customers using the solution.
- Usage notifications
- Yes
- Usage reporting
-
- SMS
- Other
Analytics
- Infrastructure or application metrics
- Yes
- Metrics types
- Other
- Other metrics
-
- Bandwidth usage
- Local & Cloud Data usage
- 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
- Datto
Staff security
- Staff security clearance
- Conforms to BS7858:2012
- 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
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Supplier-defined controls
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- In-house
- Protecting data at rest
-
- Physical access control, complying with another standard
- Encryption of all physical media
- Data sanitisation process
- No
- Equipment disposal approach
- A third-party destruction service
Backup and recovery
- Backup and recovery
- Yes
- What’s backed up
- Data Files, Databases from Virtual or Physical machines
- Backup controls
- Schedules via MDS managed service or directly through portal.
- 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
- Users contact the support team
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- IPsec or TLS VPN gateway
- Other
- Other protection between networks
- Protection will be via AES 256 bit encryption to the external cloud from the Appliance assumed to be in the ARK Datacenters. VPN is only setup as part of an invocation and cloud running under a DR scenario.
- Data protection within supplier network
-
- IPsec or TLS VPN gateway
- Other
- Other protection within supplier network
- Where we provide IaaS via UKCloud, we use dedicated CAS-T circuits between each of our sites to ensure the protection of customer data in-flight. We additionally encrypt this data within our Elevated OFFICIAL platform. All data flows are also subject to our protective monitoring service
Availability and resilience
- Guaranteed availability
- Recovery point and time objectives will be established as part of the service transition. However, common RPO is 5 minutes and RTO can be seconds enabling a true business continuity solution.
- Approach to resilience
- The cloud service is resilient via geo-redundancy via an alternative Datacenter and the RAID configurations of the solution.Datto uses its own internal tooling in conjunction with Puppet, centralized configuration management software, to configure and initiate patching on its Datto Cloud Storage servers. Datto updates its Datto Cloud Storage servers with critical security updates as soon as reasonably practicable. In conducting this exercise, Datto may have to balance the legitimate needs of MSPs using its DR services for their clients against the security interest in patching affected servers.
- Outage reporting
- MDS Technologies provide access to a Public Page detailing the service status. This details any outages, scheduled maintenance, and live status.Datto also has an external disclosure contact mechanism csirt-notify@datto.com, which Datto Partners and their clients can use to notify Datto of suspicious activities, vulnerabilities and incidents
Identity and authentication
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- MDS provision of authority and managed by access policy
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- 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 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
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Lloyds Register (LR)
- ISO/IEC 27001 accreditation date
- 3/11/2017
- What the ISO/IEC 27001 doesn’t cover
-
MDS' risk assessment process has highlighted that the following area of ISO27001 is out of scope:
14.2.7 Information Systems: Outsourced Development - ISO 28000:2007 certification
- No
- CSA STAR certification
- Yes
- CSA STAR accreditation date
- 28/10/2016
- CSA STAR certification level
- Level 1: CSA STAR Self-Assessment
- What the CSA STAR doesn’t cover
- Nothing
- PCI certification
- No
- Other security certifications
- Yes
- Any other security certifications
-
- Cyber Essentials Plus
- PSN Connection Certificate
- ISO9001
- ISO14001
- OHSAS 18001
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 follow the policies and procedures laid down in ISO 27001:2013 standard. In particular, our Information Security Management System contains all of the policies that support our security management approach. Our Information Security Policy provides the highest level policy statements which is supported by a comprehensive Acceptable Use Policy which all staff must sign before being granted any system/Network access. Additional policies cover key areas including Security Incident Management, Management Review, Document Control, Data Protection, Access Control, Business Continuity, Encryption, Patch Management and Auditing. As part of our Service Implementation Process we carry out a pre-handover security audit to ensure that we have met the required MDS Security standards as well as any specific customer security requirements which have been agreed. All of the above is supported by an extensive internal and external (UKAS accredited) Audit programme which ensures that we maintain the high level of security standards laid down in our processes.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Configuration & Change will be managed by MDS through a best practice Change Management process, delivered via our Service Desk.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
-
Datto conducts regular vulnerability scanning of its Datto Cloud storage servers. Datto's vulnerability scanning uses Tenable's Nessus software.
Datto has incident response policies that cover incidents that may affect the Datto Cloud. Datto has a "Red Phone" procedure designed to route urgent technical issues to on-call staff. Datto also has an escalation procedure to ensure that information security incidents are directed to its Information Security team. - Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
- MDS Technologies provide Protective Monitoring via the Assuria tool providing a SIEM solution which would compliment the Datto solution.
- Incident management type
- Supplier-defined controls
- Incident management approach
-
MDS will accept tickets by email or telephone call. Incidents are dealt quickly and efficiently, followed agreed procedures. A clear escalation route is defined, if required, and the customer is updated on a regular and timely manner of the progress on incidents.
Incident Reports are compiled, reviewed and communicated to the customer on a monthly basis, though the frequency can be varied by customer request. MDS will assign a Service Delivery Manager to the account whose responsibility will be to manage SLAs, make recommendations and highlight trends based on the incidents received.
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
- No
Energy efficiency
- Energy-efficient datacentres
- Yes
- Description of energy efficient datacentres
- ARK Datacenters site the Crown Campus and services delivered via this option are energy efficient and CarbonNeutral® .
Pricing
- Price
- £233.00 a device a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- MDS offer a 30 Day evaluation and free trial service.