Business Continuity and DR policies are implemented and tested on a continual basis, full audit trail and risk register. Single, dual or triple protection, fully managed.
Ideally suited for ISO 27001 environments and those focused on GDPR, governance, audit and risk reduction. Delivered to ISO 22301 Business Continuity.
- Managed DRaaS, Business Continuity and Avilability
- Fully integration operational processes
- Tested, documented and evidenced every Quarter
- Restore directly to Cloud Virtual Machines on your domain
- Supports Office365, Azure, AWS and Public Cloud
- Block & Object storage; S3 & Blob equivalent, Veeam CloudConnect
- Private Cloud - Dedicated, Onsite Dedicated, Shared or Hybrid
- UK Data Centre's IL3, IL 4, ISO 27001
- Multiple back-up and restore locations
- Fully encrypted at source, transit and in-rest
- Designed to fit your data loss prevention and availability requirements
- Simplifies Business Continuity and service assurance
- Delivered to your Restore Point and Restore Time requirements
- Continually assessed to reduce risk and maximise availability
- Lower cost, higher performance & more secure than Public Cloud
- Service Performance you test & sign-off on before you commit
- Full cloud-stack available in addition as fully-integrated suite of services
- Back-up, DRaaS, Replication and Restore options
- Allows business to reduce risk and resource overhead
- Fixed pricing-model; know exactly what you are paying
£0.02 per gigabyte per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
020 3418 0412
|Email or online ticketing support||Email or online ticketing|
|Support response times||Defined in customer SLA - generally 30mins to 2hour response time|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Commercial Support includes a named Account Manager, monthly Service Review documentation and Quarterly service improvement / strategic planning discussions.
Service reviews provide a transparent way of summarising service performance, billing, change requests, risk register, agreed actions and P1-P3 incidents and details of all SLA reports and helpdesk calls.
Cirro Infrastructure & Platform Support levels:
1. Cirro supports and patches the hypervisor and the VM where agreed, or customer patches their Platforms
2. Access to Cloud Architects and system experts on Time and Material basis or under Agreement
3. Architects help scope & design where needed
4. Support per VM instance as either (Charged per VM):
Optimisation + Application Performance Monitoring + VM Monitoring + Fully managed OS
Monthly or quarter service reviews cover full SLA breakdown, Service Improvement Plans, billing & scheduled maintenance
Customer provided named contact to Support desk
Can incorporate bespoke maintenance patching windows & customer specific Policies (Change Control, Security, Major Incident)
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Full training is provided (online or onsite) to run through all aspects of the service based on an agreed SoW which details the level of support, migration, testing and training required. The main focus is to train system administrators in how to best utilise the platform, how to monitor, report and implement changes and how to invoke back-up or DR. Training is provided by qualified internal Cloud9 personal who themselves are responsible for day to day activities associated to management and administration of Cirro systems. Importantly we also focus on understanding non-technical and procedural changes. We can also sub-contract cultural and business process management re engineering to a specialist 3rd party such as Stable Logic (see price book & service description document). Cirro also provide documentation for training, support purposes, auditing and compliance. Documentation covers the design of the Cirro environment, the security documentation which includes supported protocols and network ports any back-up and retention policies including the portal to manage back-up locations, destinations, retention and restorations.|
|Other documentation formats||
|End-of-contract data extraction||Cirro offer a managed transition or Exit that covers: 1 - Managed transition to an alternative provider; process detailed in the Agreement and a SoW will be produced to cover all aspects of contract exit, charged on time & material basis. 2 - User or nominated 3rd party, migrates data to new platform, typically using standard software to do so with limited support from Cirro (charged on Time & Material basis) Cirro will then securely remove all user data for the platform in accordance to an Exit Plan. Customers need to ensure they have copies of any data including back-ups and event logs. In some instances it is possible for the customer to buy dedicated Cirro infrastructure or assets at an agreed market rate. Onsite assets (such as VDI zero clients) can be detailed in an assets register for customers to purchase at the end of a service Term. Cirro can (upon request) provide a certification confirming full data removal and system cleaning, which includes the method used and date of completion. Cirro asks that the customer's administrator removes and destroys all customer data within the Cirro environment prior to a full system cleanse.|
|End-of-contract process||The contract and Sales Order will detail all the pricing elements for the delivery and running of the services as and when the agreement ends. The customer may wish to extend for an additional or shorter term, these commercial terms can be accommodated under G-Cloud10 guidelines / restrictions. Should the customer wish to exit at the end of the contracted term, then the Exit Plan will be invoked. This document looks at an exit plan including migrating services to another provider, to internal platforms or whatever other options have been detailed. This will also include likely costs. At this time a formal SoW will be produced to detail the level of involvement required from Cirro to transition services to another provider. This is charged on a Time & Materials basis, the rates of which are details at the start of the Agreement. A Customer may wish to request the new provider assists with the transition and therefore limiting assistance and costs from Cirro . Cirro will always look to provide professional support and assistance to reduce risk and maintain service during any major transition.|
Using the service
|Web browser interface||Yes|
|Using the web interface||
This is dependant on the solutions implemented, for Veeam this would be a Veeam UI.
Users can set the service up through the UI or we do this on users behalf as a managed services. The agents are downloaded, pre-configured to the platform and the UI for confirmation.
File or system level restores are available through the portal as well as testing and reporting.
System alerting is available through the portal and on error via email.
|Web interface accessibility standard||None or don’t know|
|How the web interface is accessible||Interface available as Web UI via web broswer or CLI through access controls|
|Web interface accessibility testing||We use standard Web technologies and security methods to reduce risk, such as HTTPS, SSL and support various access control methods. Vendor specific UI's have been tested and are supported by them.|
|What users can and can't do using the API||
Veeam Backup Enterprise Manager exposes its objects via the Web Service API based on the REST (Representational State Transfer) framework. Veeam Backup Enterprise Manager RESTful API lets developers communicate with Veeam Backup Enterprise Manager to query information about Veeam Backup Enterprise Manager objects and perform basic operations with them using HTTP and HTTPS protocols and the principles of REST. Since the HTTP protocol is very popular and widespread, REST API is platform-agnostic and can be used with practically any programming language.
This document will help you get familiar with the Veeam Backup Enterprise Manager RESTful API. The document includes the following sections:
Concepts and Principles highlights key features of REST API as applicable to Veeam Backup Enterprise Manager.
Getting Started describes Veeam Backup Enterprise Manager RESTful API specifications, provides a generalized RESTful workflow to help you quickly start with Veeam Backup Enterprise Manager RESTful API and an example of Veeam Backup Enterprise Manager RESTful API use.
Veeam Backup Enterprise Manager RESTful API Reference provides a complete reference for Veeam Backup Enterprise Manager RESTful API resources and operations you can perform with them.
Sample Scenarios offers a set of examples of use for Veeam Backup Enterprise Manager RESTful API.
|API automation tools||
|API documentation formats||
|Command line interface||Yes|
|Command line interface compatibility||Windows|
|Using the command line interface||
Windows PowerShell is a command line tool that allows for scripted operations inside the Windows platform. Microsoft builds their applications with PowerShell back-ends that allow full control (which is not often the case with the GUI) of the application and its functions. PowerShell has a unique set of commandlets for each application. There are, as all of you would hope, a set of PowerShell commandlets that can be used to script the operations of Veeam Backup & Replication. At present, there are just over 100 commandlets for Veeam Backup & Replication that range from Add-VBRBackupJob to Sync-VBRBackupRepository and everything in between.
PowerShell can be run locally or remotely and can be run from within the PowerShell command line interface or through other supported tools like System Center Orchestrator.
With PowerShell you could manage replication and automate very complex processes.
A full reference library is available from Veeam.
|Independence of resources||
Through logical resource segregation and resource allocation to each environment, ensuring consistent performance of all users in each customer environment. This approach ensures no one customer can act as a resource thief against another and that complete independence exists. When customers approach resource limits, auto-scaling can be applied to a predefined upper agreed limit.
Each customer has a designated resource pool which is proactively monitored and managed.
|Infrastructure or application metrics||Yes|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Veeam, Zerto, Rubrik|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Security Clearance (SC)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
|Backup controls||Each user has a dedicated UI to manage back-up routines, set retention policies and periods and invoke restoration to an existing restoration device; which can be a Cirro server on a pre-allocated vLAN. Many organisations will already be using Veeam Cloud Connected which is fully supported and heavily used by Cirro. Infrascale is also used in some instances. Users have full control over setting schedules for data sets. All data is encrypted locally on the source device, encrypted in transit and at rest at the Cirro destination. Alerts based on failed back-ups can be sent|
|Scheduling backups||Users schedule backups through a web interface|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Service range from 99.9% to 99.999% SLA depending on design and requirement.
Cirro associate SLA performance with Material Breach so customers can exit an Agreement due to continued poor performance. Cirro allows customers to go through User Acceptance Testing & Sign-off pre-billing to reduce the risk of performance related issues and minimising commercial risk or exposure; this also ensures customer know how the platform performs. Cirro also looks at the platform performance, not just it's On/Off availability, performance is what users notice and so our focus is on consistent, high performance and service continuity. A significant amount of focus is around the performance of the environment, including platform latency and capacity to ensure user-experience. Cirro also has a Support response time and severity SLA.
|Approach to resilience||
Resilience has been built at every level of the environment and is tailored to fulfil customer SLA and service requirements. We use multiple providers Data Centre and network providers with a networking layer that ensures full visibility, control and resilience.
Hardware is typically HPE Gen10 blades and 3Par SSD, running HyperV or VMware with support for Citrix environments. The platform has full DC and Hypervisor resiliency with additional snapshots taken for archiving and off-line back-up. Each tenant will then have a specific level of resilience which can range from a single instance up to mirrored over multiple DC’s with Database clustering and network-based load balancers.
The Major Incident Process for a core outage ensures that all affected customers are notified at pre-allocated touch points, this is normally via email and phone. Each customer has access to the ticketing system which provides continual updated on any incidents and the Support desk pro-active keep customers informed. This process covers:
P1-P2 Core platform and network incidents
P1-P2 Customer specific platform, Service and networking incidents
Platform API’s are available that provide performance information and alerts based on thresholds for both Cloud Core and Customer specific elements.
Should a major incident occur, a Root Cause Analysis is completed and delivered to affected users, this details; Problem, Severity & Impact, Timeline of Events, Root Cause, Category, Corrective Action Taken, Preventative Action Taken and Service Improvement Actions to mitigate future risk.
Identity and authentication
|Access restrictions in management interfaces and support channels||All management interfaces are only accessible by named and security vetted individuals via a two factor authenticated session on an IPSEC v2 VPN tunnel. All connections are logged and audited. Multiple failed attempts automatically lock the individual user account with automated notification sent. All passwords are timed and must be unique and can't be recycled. Cirro also support Software Defined Networking (SDN) virtualisation technologies, including Network Virtualization using Generic Routing Encapsulation (NVGRE) and Virtual Extensible LAN (VXLAN). These technologies are designed to supported better connectivity, access and scalability specifically for cloud computing environments.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
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||Yes|
|Who accredited the ISO/IEC 27001||IQS Standards Audits Division|
|ISO/IEC 27001 accreditation date||16/07/2018|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|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 hold ISO 27001 Information Security Management Systems (ISMS) and ISO 22301 Business Continuity.
We follow CSA guidelines as well as best practice for Cyber Security.
Our providers are accredited to the appropriate standards, such as ISO 27001, 9001, PCI DSS, Cyber Security Essentials.
|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||Changes made by the Customer to their Private Cloud environment which they support themselves is done so at the Customers risk. Where Cirro provides Support of the Customers environment, all change requests must be formally submitted and approved by Cirro, they are fully audited and assessed against risk. The request has to include: 1. Reason a. Improving security b. Improving performance or functionality c. Reduce operational overhead or cost 2. Request to be approved by Cirro’s: a. Service Manager b. System Architect c. InfoSecurity 3. Change request must include: a. Expected outcome b. Test plan c. Roll-back plan d. SoW|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||All systems are scanned for vulnerabilities every month. Cirro uses the Common Vulnerability Scoring System (CVSS) for all Common Vulnerabilities and Exposures (CVE) provided by the National Vulnerability Database. Scoring for non-CVE vulnerabilities is provided by UB’s vulnerability scanning tool. A priority is placed on patching or mitigating the vulnerability based on these scores and the logical location of the vulnerability within Cirro's network infrastructure. Remediation occurs within 10 business days for critical vulnerabilities.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Our service management processes are ITIL V3 aligned and have a particular focus on Security Incident Management System and Continuous Service Improvement. Some of the components of this system have been provided below: - Network and Host-based IDS/IPS - Traffic monitoring and intelligent traffic analysis - Packet capture and analysis to enable investigations into alerts - DNS monitoring to detect DNS lookups to known or suspected malware - Botnet monitoring – hunts for and alerts on any type of connection - Web and email threat monitoring - Geographic analysis of all attacks and traffic Automated systems ensure ultimate continual protection.|
|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||Prevention: The understanding of and application of insight gained from the intelligence Detection: The interpretation of any events of interest occurring to discriminate between legitimate and abnormal events to identify anomalous activity Investigation: The analysis of anomalies to determine whether they are emerging threats that may lead to a security incident Reaction: Our analysts use tailored, predefined and configured Playbooks to efficiently inform their reaction to an identified threat Response: The planning of effective mitigation in response to the cyber-attack, the communication of these plans to all relevant stakeholders, and the collaboration with all relevant parties to carry out mitigation.|
|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||Yes|
|Who implements virtualisation||Supplier|
|Virtualisation technologies used||Hyper-V|
|How shared infrastructure is kept separate||An organisation is the container for a tenant and forms logical boundaries between tenants. Each organisation gets units of resources defined by the Org vDCs it has. The resources that get defined at the Org vDC are compute, storage and network. When a Org vDC is created, a Provider vDC is used to allocate resources to the Org vDC. The Provider vDC maps these resources into different containers, which isolates the units of compute.|
|Description of energy efficient datacentres||
Our data centres meet ISO 50001 Energy Management and
ISO 14001 Environmental Management Standards
|Price||£0.02 per gigabyte per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||A tailored trial can be arranged in a limited form for a 30-day period. Customer go through User Acceptance Testing to ensure the Cirro solution is fit for purpose. Trials may be limited in functionality and integration. All Terms & Conditions apply to trial users|
|Link to free trial||https://cirro-solutions.co.uk/cloud-computing-services/disaster-recovery-business-continuity/|