Sungard Availability Services (UK) Ltd

Cloud Recovery - Amazon Web Services

Cloud Recovery - AWS offers fully managed availability protection for both physical and virtual workloads utilising AWS Public Cloud as the target. This solution is ideal for companies requiring protected servers and offsite disaster recovery, with an SLA backed Recovery Time Objectives (RTOs) and near real­time Recovery Point Objectives (RPOs).

Features

  • Available with SLA driven RTO of 4 hours
  • Disaster Recovery solution with contractually guaranteed SLA
  • Near real­time RPO
  • Coordination of fail back operations to Customer’s primary site
  • 30 days Continuous Data Protection log retention
  • Only at ATOT/ ATOD are full AWS resources consumed
  • Unparalleled Support provides a fully managed replication and failover environment
  • Asynchronous replication of Customer servers, Operating System, application, and data
  • Customer bespoke DR blueprint generated and managed

Benefits

  • Fully managed Application Recovery and failover solution
  • Reduction in overall costs and compliance risks
  • Off­site protection
  • SLA Backed RTO from 15 minutes to 4 hours

Pricing

£99 per server per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 4 6 6 4 4 4 2 1 7 9 8 6 6 4

Contact

Sungard Availability Services (UK) Ltd

Sungard Availability Services

0800 143 413

government@sungardas.com

Service scope

Service constraints
Following are NOT supported:
1) Non X86 based OS
2) Data volumes not mounted to the OS (E.g. Cifs or NFS)
3) Hypervisors that are not VMware or Hyper-V
4) Any OS type and version that is not officially AWS supported
5) Shared storage dependency such as cluster node as not AWS supported - each node OS and storage volumes must be replicated
6) Any software application that is not officially AWS supported
System requirements
  • X86 based OS
  • OS Boot volume max 2TB in size
  • Additional cache disk to be made available
  • Network access to AWS with sufficient performance and availability
  • At least 2GB of free space on OS boot volume

User support

Email or online ticketing support
Email or online ticketing
Support response times
Sungard Availability Services will respond to a request for support as low as 15 minutes for a critical issue. To ensure a 15 minute response the customer must both raise a ticket and call the Sungard AS Service Desk
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
Sungard AS offers several support functions – NOC, Service Desk, resolver teams etc. as part of its management services for ticketing.
24/7/365 support for the Service Desk

Support teams are arranged in a first, second and third line of support with escalation to third party suppliers if required. Service affecting outages are escalated through the Sungard AS management process in line with the ITIL methodologies.

The service follows ITIL v3 best practice processes and procedures.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide onboarding and implementation service that is managed by a Sungard AS assigned project manager. It is a fully assisted service with some tasks that are required to be performed by the customer, which we guide them. Following are some of the high-level coordination that takes place:
1) Project Initiation
2) Customer on premise server information capture script
3) Server preparation work at Customer Environment (if required)
4) Service Setup and Configuration of replication servers and storage and monitoring at AWS (running under SGAS AWS customer specific staging AWS VPC)
5) Agent installation on servers and static Mac Address configuration at Customer Environment
6) Data replication Seeding into AWS replication servers and EBS aligned storage
7) Internal validation Testing of customer bespoke DR blueprint, boot order and priorities mapping
8) Customer UAT Testing and sign off
10) Project Closure and handover to Sungard AS Operations for steady-state.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
No the users do not get the data back. It is a replication service for the purpose of recovery. It is not a backup service.

We provide the data back to the customer ATOT/D but not when contract ends as it does not fall within ATOT/D remits.
End-of-contract process
The service is decommissioned for the customer and the replication stops.

All customer specific AWS replication servers and storage within the VPC staging area will be turned off and customer will no longer be billed for these AWS consumed resources. Any data remaining within the AWS sub account will be deleted.

Using the service

Web browser interface
Yes
Using the web interface
Web interface is only for the portal to check the health and status of the service.

Customers do not have direct access to the replication servers to make changes.

On premise customer server replication agent software is downloaded and installed by the customer on their production virtual or physical servers.

Customers can request changes to their DR blueprint such as AWS machine sizes required ATOT/ ATOD.

Customers can then gain access to AWS servers and their applications ATOT/ ATOD via the relevant network(s) and secure connection(s) as implemented by SGAS and the customer as part of the overall DR solution.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Our Cloud Recovery AWS web portal is accessible through a standard internet browser.
Web interface accessibility testing
No assistive technology users have been used to test the web interface.
API
No
Command line interface
No

Scaling

Scaling available
No
Independence of resources
All replication compute and storage resources are pre assigned within AWS dedicated customer VPC. The EBS snapshot feature allows all data block changes in production to be captured

All AWS compute and storage assigned to customers replication and also during ATOT/ATOD is not shared with any other AWS customer running replication within the SGAS/ AWS account.

Storage volumes are allocated to the AWS EC2 machine instances ATOT/ATOD and data within EBS is copied and snapshot is restored and then attached to these newly created EC2 instances only ATOT/ATOD. Replication does not get interrupted.
Usage notifications
No

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Number of active instances
  • Other
Other metrics
  • RPO snapshot consistancy
  • ATOT/ATOD users can request AWS VPC and server creation log
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
The AWS SOC 1 Audit is conducted in accordance with International Standards for Assurance Engagements No. 3402 (ISAE 3402).

AWS adheres to independently validated privacy, data protection, security protections and control processes.
AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content. Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
  • Replication (not backup) service for recovery.
  • Replicates operating systems and mounted data volumes.
  • Replicates physical or virtual machines.
Backup controls
Users are requested to fill in a form to confirm replication requirements
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
All VPC and data conforms to AWS' security standards and best practise.

Availability and resilience

Guaranteed availability
SGAS: RTO SLA of 4 hours (from 15 minutes)
AWS: Currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on their website via the links below:
• Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/
• Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/
• Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/
Well-architected solutions on AWS that leverage AWS Service SLA’s and unique AWS capabilities such as multiple Availability Zones, can ease the burden of achieving specific SLA requirements.
Approach to resilience
The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions. AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites. Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
Outage reporting
SGAS - Email alerts if managed replication solution elements were to stop running and/ or RPO snapshots were to slow down.

AWS - Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
AWS controls access via unique user ID/password authentication. No actions are permissible without authentication. Remote access is multi-factor, login attempts are limited, remote administrative access attempts are logged and reviewed by Security. Suspicious activity initiates incident response procedures. A session lock out policy that is systematically enforced: locks are retained until identification/authentication procedures are concluded. AWS’s Identity and Access Management (IAM) system controls access to AWS services/resources. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost.
Access restrictions in management interfaces and support channels
IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices. API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Ke. API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

Audit information for users

Access to user activity audit information
Users have access to real-time 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
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
Lloyd's Register Quality Assurance
ISO/IEC 27001 accreditation date
3/12/2013
What the ISO/IEC 27001 doesn’t cover
The following is what is covered. The management of the processes, the people and SGAS AWS assets and in addition support of our Managed Cloud Services for UK Government (Official) service, and supporting functions (Finance, Procurement, Legal and HR functions) within our Theale and LTC A offices are covered by it's ISO/IEC 27001 certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • PSN Code of Connection
  • PSN Service Provision
  • ISAE 3402 (formerly SAS 70)
  • ISO 9001: 2008
  • ISO 22301 (formerly BS 25999)
  • ISO 27031 (formerly BS 25777)
  • Cyber Essentials Plus

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
Sungard AS:
has an information security management system that certifies to ISO27001 which includes an overall security policy. Adherance to the policies is regularity audited by an independent external provider.
AWS:
Implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment. Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies. AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives. The output of AWS Leadership reviews include any decisions or actions related to:
• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured. Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.

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
Sungard AS:
Has a governance process in place to track all AWS assets created for customers replication and assets created ATOT/ ATOD.
And to review and manage changes to the blueprint scripts for this AWS supplied DR platform. This process is encompassed within the Sungard AS ISO27001 certification. All changes are reviewed and approved including impact from a security perspective before implementation.

AWS:
Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is subject to review authorisation. All production environment changes are reviewed, tested and approved.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities. AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/. AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor: • Port scanning attacks • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses) • Application metrics • Unauthorized connection attempts Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds. Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use.
Incident management type
Supplier-defined controls
Incident management approach
Sungard AS: has a defined incident management process which is available on request.

AWS: AWS adopts a three-phased approach to manage incidents: 1. Activation and Notification Phase 2. Recovery Phase 3. Reconstitution Phase To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
AWS
How shared infrastructure is kept separate
Sungard AS uses the AWS IAM and VPC security to provide separation between customer workloads and replicated data.

Energy efficiency

Energy-efficient datacentres
No

Pricing

Price
£99 per server per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Pilot trial contracted for initially five servers with exit path if RTO SLA not delivered. Pilot is free of all fees for 30 days, rolling into onboarding of remainder servers, and contract upgrade. Customers experience Sungard's project and engineering DR capabilities, proving successful recovery within AWS. Caveats apply.

Service documents

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