Tectrade

Zero Day Recovery for G Suite

Tectrade's Zero Day Recovery service provides recovery and restore of G suite's data in the event of Ransomware attacks or a system failure. We guarantee a restore of your data within a single day, adhering to our SLA's and provision in a public, private or hybrid cloud environment.

Features

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

Benefits

  • Reduce business risk by providing a defined data protection catalogue.
  • Provide insight and visibility of your IT infrastructure
  • Ensure 98% success rate for backup and recovery
  • Reduce TCO of data protection environment.
  • Meet compliance and regulatory requirements
  • Faster recovery times - reduced risk of revenue/productivity loss

Pricing

£0.07 to £0.35 per gigabyte per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

840848225203170

Tectrade

Marie Clutterbuck

07860 401811

Marie.clutterbuck@tectrade.com

Service scope

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

User support
Email or online ticketing support Email or online ticketing
Support response times Standard - 4 hours (UK working hours)
Critical - 1 hour (24/7)
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
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. Please see relevant Service Definition Document for more details.
Support available to third parties Yes

Onboarding and offboarding

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 Yes
Documentation formats
  • HTML
  • PDF
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

Using the service
Web browser interface Yes
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 None
API No
Command line interface No

Scaling

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

Analytics

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

Resellers

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

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 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 No
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
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-in-transit protection
Data protection between buyer and supplier networks Other
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

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

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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 18/08/2009
What the ISO/IEC 27001 doesn’t cover ISO 27001 only covers our information security policy and practices.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 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

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 Undisclosed
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

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

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

Documents

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