Trustmarque Solutions Limited

DISASTER RECOVERY AS A SERVICE

Trustmarque’s Disaster Recovery as a Service (DRAAS) offering minimises the impact of potential disruptions on your organisation without the complexity and cost of procuring, operating and maintaining a secondary datacentre.

Features

  • Standard approach to assessment, deployment and configuration.
  • Procurement and management of all required resources.
  • Complete managed DR service including planning, testing, invocation and failback.
  • Standardised commercial model simplifying and making pricing more predictable.
  • Ability to adapt quickly and easily to changing requirements.
  • Cloud-based Disaster Recovery/ ISO22301-certified capability
  • Replacement of legacy datacentre-based disaster recovery solutions
  • Azure Site Recovery for business-critical applications
  • Spend Visibility and Utilisation Analysis

Benefits

  • Ensure business continuityRapid recovery from business disruption
  • Near-zero data loss
  • Simple and predictable pricing
  • Cloud cost rationalisation
  • Rapid cloud adoption
  • Financial Spend Management and Control

Pricing

£450 to £1250 per person per day

Service documents

G-Cloud 9

690913856053076

Trustmarque Solutions Limited

David Neighbour

07939 509 325

tenders@trustmarque.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Dependent on customer requirements which will define the solution provided.
System requirements
  • Please see service definition
  • Implementation will be coordinated by a Trustmarque TDA
  • Connectivity to our secure private network.
  • Options for connectivity to PSN/N3 networks are also available
  • Please see Service Definition for further details.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Targets are measured and reported monthly across the entire hosting platform
Calls answered within 20 seconds >=80%
Calls answered within 60 seconds >=90%

P1 Incidents, response within 30 mins, 95% resolved within 4 working hours.
P2 Incidents, response within 60 mins, 95% resolved within 8 working hours.
P3 Incidents, response within 4hours, 95% resolved within 8 working hours.
P4 Incidents, response within 4 hours, 95% resolved within 3 working days.

Includent management, escallations and Emergency operations are described further in our Service Definition Document.
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 Please refer to the service description
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Please engage with Trustmarque to ensure the correct service and options are identified. We will supply a full statement of works and proof of concept (if required).
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Word
  • Paper (if requested)
End-of-contract data extraction Data exports will be configured on a per client basis
End-of-contract process You can end your agreement fully or partly by giving us one month’s written notice, subject to any early termination charges .In the event that a customer may wish to terminate the contract, any devices would be wiped (corporate wipe), the customer account and all data related to the customer devices, policies, users and profiles will be permanently deleted.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/A.
Accessibility standards WCAG 2.0 A
Accessibility testing WCAG
API No
Customisation available Yes
Description of customisation This is a fully managed service, any customisation required can be discussed on a case by case basis. Changes may impact on overall pricing.

Scaling

Scaling
Independence of resources Please see Service Definition Document.

Analytics

Analytics
Service usage metrics Yes
Metrics types Please see Service Definition Document.
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach Physical access control.
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

Data importing and exporting

Data importing and exporting
Data export approach Data exports will be configured on a per client basis
Data export formats Other
Other data export formats Data exports will be configured on a per client basis
Data import formats Other
Other data import formats Data uploads will be configured on a per client basis

Data-in-transit protection

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Secure segregation of the service means that each enterprise has secure access to their own enterprise profiles and information and cannot be accessed by any other tenant on the service. Our dedicated cloud infrastructure teams monitor the service 24x7x365 to ensure stringent levels of security and privacy are maintained.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Secure segregation of the service means that each enterprise has secure access to their own enterprise profiles and information and cannot be accessed by any other tenant on the service. Our dedicated cloud infrastructure teams monitor the service 24x7x365 to ensure stringent levels of security and privacy are maintained.

Availability and resilience

Availability and resilience
Guaranteed availability Please see Service Definition Document.
Approach to resilience Please see Service Definition Document.
Outage reporting Notified by Service Desk / Auto Alert notifications.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication User authorisation process will be established and followed as part of service take-on. All users will require login details.
Access restrictions in management interfaces and support channels Access to administrator functions are restricted, only being available to those individuals that have been granted permissions.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other

Audit information for users

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 24/02/2017
What the ISO/IEC 27001 doesn’t cover Anything NOT mentioned here: Information Security relating to hardware, software, networking, paper documentation, personnel and supporting media for client facing information, client owned and supplied information, remote access, internal and data processing facilities. The management of 3rd Party Service Providers. In accordance with the Statement of Applicability version 4.0.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification We maintain and host PCI DSS compliant solutions
PCI DSS accreditation date N/A
What the PCI DSS doesn’t cover N/A
Other security accreditations Yes
Any other security accreditations
  • Cyber Essentials
  • N3
  • PSN
  • ISO22301 (Continuity and Data Recovery)

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Please engage Trustmarque for full details of our approach to Security Governance and Policies.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Please engage Trustmarque for full details of our approach to Security Governance and Policies.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Please engage with Trustmarque for full details of our Vulnerability Management processes.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Please engage with Trustmarque for full details of our Protective Monitoring process.
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 Please engage with Trustmarque for full details of our Incident Management Process.

Secure development

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)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £450 to £1250 per person per day
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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