Redweb Ltd

Disaster Recovery as a Service

DRaaS is available in a range of fully scalable managed service solutions that provide offsite protection for both physical and virtual environments. The solution is built on industry leading components from EMC, Zerto, VMware and Cisco, and is backed by iomart’s 24 x 7 support and SLA’s.

Features

  • Multi-platform support for both physical and virtual servers
  • Scalable compute and storage
  • Fully Automated
  • Expert Management
  • Short RPO's
  • AWS Capability
  • Zerto CloudRaas
  • Array Agnostic
  • Avamar Warm DRaaS
  • Avamar Hot DRaaS

Benefits

  • DR for any Workload
  • Flexible Pricing Structures
  • Risk Mitigation Solutions
  • Multi Site Protection
  • Consistent and Reliable
  • Quick and Easy Deployments

Pricing

£50 per unit per month

Service documents

G-Cloud 10

754886903085792

Redweb Ltd

Ann-Marie Reacord

01202 779944

government@redweb.com

Service scope

Service scope
Service constraints None
System requirements
  • Windows OS
  • Mac OS
  • Novell OS
  • Linux OS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Severity 1 (Critical Service Incident) - Within 15 mins

Severity 2 (Critical Service Incident) - Within 15 mins

Severity 3 (Non-Critical Service Incident) - Within 1hr

Severity 4 (Minor Support Request)
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 In-hours support @ £1800 pm for 20 hours (additional hours charged at £90 ph). Any unused hours can be rolled over to the next month within reason.

In-hours support covers:
• Website and application fault resolution
• Small BAU changes
• Updates
• Reporting
• Maintenance of peripheral services
• URL monitoring
• New technology monitoring
• Support meetings

Priority 1 example faults: failure of all website pages or major failure or degradation of a primary service affecting multiple end-users or customer’s staff

Priority 2 example faults: failure or degradation of a secondary service affecting multiple end users or customer’s staff or an incident causing medium business impact to the customer

Priority 3 example faults: incident that is specific to an individual user or has no external impact on the operation of the website, incident that can be managed interim with work around and/or unlikely to escalate to Severity 1, 2

In-hours support availability Mon-Fri 8am-6pm

Out-of-hours support @ £1200 pm (only available on top of in-hours support)
Out-of-hours availability covers all other hours including UK bank holidays for emergency P1 issues only.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Iomart provide a full onboarding service with supported online training and supporting user documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be extracted through multiple means as defined by the client.
End-of-contract process The position after the Agreement ends:

Iomart will immediately stop providing the Service.

Payments due or payable by you under this Agreement will become due and payable immediately, including any unpaid Charges due for the remainder of the Initial Term or any Renewal Term (except where the Agreement has ended for Iomart's material breach.

Within 30 days after this Agreement ends, each of us will return all Confidential Information of the other in its possession at the time this Agreement ends and will not make or keep any copies of that Confidential Information except as required to comply with any applicable legal or accounting record keeping requirement.

Using the service

Using the service
Web browser interface Yes
Using the web interface Iomart delivers service desk facilities primarily via the customer control panel. Iomart provides customers with a web-based Control Panel, which provides a broad view of information and services surrounding their solution which allows authorised users to create and manage cloud services as well as raise, track and report on support tickets.
Web interface accessibility standard None or don’t know
How the web interface is accessible The web interface is compatible with standard Windows accessibility options
Web interface accessibility testing N/A
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Iomart provision the Disaster Recovery as a Service (DRaaS) from our highly available data centre infrastructure. Each iomart Data Centre is fully powered, secure, resilient and newly equipped to handle the demands of future computing trends such as high density computing, virtualisation, energy conservation, distributed storage and multi site disaster recovery. Offering a total of 7,000 m² of advanced Data Centre technology in 8 major UK cities, we are not hindered by lack of space, legacy operating systems or practices.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Iomart CloudSure

Staff security

Staff security
Staff security clearance Other security clearance
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 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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Databases
  • Physical and virtual servers
  • Files
  • Folders
Backup controls The DRaaS is managed through a simple self-service portal that allows users to add and remove servers, set the type of DR required, test and invoke when required.
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-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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Mechanisms are in place to restrict unauthorized internal and external access to data with access to data appropriately segregated. Firewalls configured not to permit traffic from a source IP or Media Access Control (MAC) address other than its own Data in transit protection for iomart services are subject to audit at least annually under ISO 27001 and PCI-DSS certification requirements.

Availability and resilience

Availability and resilience
Guaranteed availability Iomart will ensure 100% uptime for Cloud Hosting Platform services as monitored by iomart systems, in line with industry best practice.

Only a Cloud Hosting Platform activated by a Customer at the time of a failure will be covered by this SLA. Should a Cloud Hosting Platform fall below the 100% uptime, Iomartwill work with the Customer and use all commercially reasonable endeavours to recover the Cloud Hosting Platform and any associated data.
Approach to resilience Regular testing and maintenance of infrastructure and the N+1 policy applied to data centres provides the basis of continuity controls. This is enhanced by the provision of multiple communication routes and the replication of the network infrastructure across our hosting sites.

Iomart data centres are also located outside flight paths, flood plains, have no seismic threat, and are a minimum of 3km outside sites who could pose a potential accident or hazardous threat (as governed by HSE).

Therefore, in the event of any given location being lost, the primary impact to Iomart would be on office facilities, but with 6 UK Offices and 10 UK Data Centres providing hosting services and support, this impact is limited and mitigated with standing arrangements to relocate staff to the nearest site.
Outage reporting Email alerts

Identity and authentication

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 Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals. Remote management access is authenticated and directly associated to authorised individuals rather than group accounts All managed systems monitored and access logged and tracked for auditing purposes.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication
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

Audit information for users

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ISOQAR
ISO/IEC 27001 accreditation date 18/12/2008
What the ISO/IEC 27001 doesn’t cover As detailed within the SOA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 The Iomart Group adheres to the Security Classification Definitions as described in the Government Security Classifications Policy (GSCP). This is outlined and defined in section 5.3 of the iomart Quality Manual and forms part of iomarts overall integrated management system, which consists of UKAS / APMG / NCSC accredited systems. Notably; ISO 27001:2013 Information Security Management; ISO 20000-1:2011 IT Service Management; ISO 9001:2015 Quality Management; ISO 14001:2015 Environmental Management and NCSC compliance for iomarts Cloudsure service. All are regularly audited for compliance by an accredited certifying body. These standards require iomart to have robust controls in place to manage data, documents and records. Showing that iomart has appropriate and measured controls in place to manage OFFICIAL information that if lost, stolen or published in the media could have more damaging consequences (for individuals, an organisation or government generally). All iomart Data Centres and have been independently assessed on a number of occasions by local authorities and UK Government Departments, Senior Information Risk Owner’s (SIRO) as suitable for holding and processing their sensitive information to OFFICIAL level.

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 Our change management processes are in line with ISO27001 control A.12.2 Controlled mechanism for making changes to the operational environment are in place.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Our vulnerability management process is aligned with ISO27001:2013 control A12.6.1 which addresses 3 key areas:
• Timely identification of vulnerabilities
• Assessment of or exposure to a vulnerability
• Defined measures to address the risk
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details:
• Event Logging
• Protection of log information
• Admin & operator logs
• Clock synchronisation
• Incident Management
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 Our incident management process is aligned with ISO27001:2013 control A.16.1 which details:
• The full incident management procedure
• Responsibilities & procedures
• Assessment of and decision on security events
• Response process
• Evidence collection
• Learning from incidents

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate Each tenant’s servers are segregated into their own VLAN Iomart consult with clients to determine if servers need configured to further split server farms over separate security zones.

This ensures that uncontrolled network communications do not occur through adjacent architectural tiers Storage presentation is segregated through the use of fibre-channel zoning, prohibiting any host from accessing unauthorised storage areas.

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £50 per unit per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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