Fully Managed Backup

Tectrade can build a scalable, resilient and robust infrastructure solution to your specific needs. Provisioned in a private, public or hybrid approach we offer; Fully managed backup solutions for your Physical and Virtual Machines; Disaster Recovery solutions with pre-defined Recovery and Restore SLAs.


  • Comprehensive reporting, monitoring and alerting
  • Unlimited technical support
  • Remote management and out-tasking
  • Regular service, capacity and performance reviews
  • Guaranteed backup success, underpinned by service credits
  • Can provision an offsite recovery vault for long-term retention
  • Cost optimisation via cloud storage solutions and various licensing models
  • Data Protection Maturity Model identifies your as-is and to-be environments


  • Reduce business risk by providing a defined data protection catalogue
  • Provide insight and visibility of your data. Identify critical applications
  • Identify and help resolve data protection exposure
  • Reduce TCO of data protection environment
  • Reliable backups with up to 99% success rate
  • Faster recovery times - reduced risk of revenue/productivity loss
  • Meet compliance and regulatory requirements


£0.07 to £0.35 per gigabyte per month

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

6 7 5 1 6 4 1 6 6 7 7 3 8 7 8



Marie Clutterbuck

07860 401811


Service scope

Service constraints
Our suite of Helix Protect offerings supports the majority of backup infrastructures (providing reporting, monitoring, support or management) on a minimum of 1 year contract. Please see relevant Service Definition Document.
System requirements
  • Operating systems and applications at supported levels.
  • Suitable internet links to transfer data.
  • Provision of physical or virtual hosts to host the software.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Request for Information – 4 hour response – whether emailed, phoned or on the Community Restore Request – 2 hour response Critical Restore Request – 1 hour response – must be phoned through Out of Hours – Chargeable for all 10x5 customers – contract hours are 8am – 6pm Monday to Friday Monday – Friday between 6pm – 8am Must phone the Service Desk 6pm – 10pm - £150 per hour All day Saturday - £150 per hour 10pm Saturday – 6am Monday - £200 per hour
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Tectrade provide advanced monitoring, reporting and alerting, access to a first, second and third line service desk, through to a fully managed solutions. Most accounts will be allocated a Technical Account Manager.
Support available to third parties

Onboarding and offboarding

Getting started
The service is simple and easy to understand. However, Tectrade provide full support in helping our clients familiarise themselves and ensure successful roll-out of the service. Online training and documentation will also be provided.
Service documentation
Documentation formats
End-of-contract data extraction
In the vast majority of cases, data remains within the customer's core infrastructure, and is only remotely managed. Where Tectrade are hosting data, we will work with the customer during the off-boarding process to facilitate extraction of the data.
End-of-contract process
The principle of the suite of services is to provide insight, support or remote management of the customer's backup infrastructure. Therefore, at the end of the contract, we will disengage and hand responsibility back the customer as per our off-boarding process, which is included within the cost of the contract.

Using the service

Web browser interface
Using the web interface
The web interface allows users to raise questions, incidents and requests. It also gives access to knowledge, databases, forums and comprehensive reporting consoles.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Interface doesn't comply with EN 301 549 9 as this specifies how much users can zoom, how colour is used, and the contrast of web pages.
Web interface accessibility testing
Command line interface


Scaling available
Scaling type
Independence of resources
Through regular monitoring with performance and capacity management of the overall infrastructure.
Usage notifications
Usage reporting
  • Email
  • Other


Infrastructure or application metrics
Metrics types
Other metrics
  • Backup success rates.
  • Backup statistics.
  • Storage utilisation.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
IBM and Dell-EMC

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
What’s backed up
  • Majority of servers, applications, files and volumes (see SDD).
  • Mobile and endpoint devices.
  • Cloud applications (e.g. O365).
Backup controls
Tectrade will define a data protection catalogue which the customer or Tectrade will use to govern the backup policies. There is huge flexibility on what can be backed up, when and how.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Users contact the support team to schedule backups
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
Other protection between networks
In the vast majority of cases, data is held within the customer's backup environment, and Tectrade provide remote support and management as required.
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
For our managed service (Helix Protect Enterprise) Tectrade provide an SLA of greater than 98% backup success rate, with a 5% service credit if we are unable to meet this SLA. Please see relevant Service Definition Document for more details.
Approach to resilience
Tectrade have ensured their service delivery is resilient in terms of site loss and component failure.
Outage reporting
Email alerts.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Each user can have policy-driven profiles applied to govern their level of access.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password
Devices users manage the service through
Dedicated device on a government network (for example PSN)

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 27001 only covers our information security policy and practices.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Tectrade subscribe to and actively embrace ISO 27001. Our internal auditing process and the annual external audits ensure that the policies are being followed. Any breach of our information security policy is logged and escalated to the information security officer for a full and thorough review.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
As a service provider, Tectrade have a mature change-management process, which includes risk analysis, roll-back plans, and approval and verification steps.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Tectrade subscribe to multiple threat-alert channels through our security partners and vendors. Critical patching will be completed within 3 days. Routine patching is completed on either a monthly or quarterly cycle.
Protective monitoring type
Protective monitoring approach
Tectrade use regular vulnerability scans and penetration testing to identify potential compromises which will be addressed as soon as commercially reasonable.
Incident management type
Supplier-defined controls
Incident management approach
Our incident management process is based on ITIL and has been refined over the many years of Tectrade being a service provider. Individual incidents are addressed and closed. Multiple incidents can trigger a problem management process. Major incidents will generate a incident report.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
Tectrade provide a TCO Tool which provides the output on cooling requirements to make sure that the energy requirements are optimised.


£0.07 to £0.35 per gigabyte per month
Discount for educational organisations
Free trial available
Description of free trial
2 week POC can be requested and provided by Tectrade.

Service documents

Return to top ↑