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
  • PDF
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
  • Email
  • 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.

Service documents