OCSL MANAGED SERVICES LIMITED

Backup as a Service (BaaS)

Backup as a Service is suitable for backup of physical or virtual machines hosted within OCSL datacentres or on customer premises.
This is a fully managed and multi-tenanted service, transparent to the customer.

Features

  • Backup as a Service - Bespoke backup console
  • Customer configurable or fully managed service
  • Utilises industry leading tools & processes to safeguard your data
  • All aspects of backup & restore are available any time
  • Entire VM restore within minutes
  • Granular file or application level restore
  • Deduplication for backup storage

Benefits

  • Protect your data with simple point and click user experience
  • Does not require the purchase of licenses
  • Flexible consumption model, only pay for the resources used
  • Ability to flex the backup service at any time
  • Eliminate backup failures due to backup Window constraints
  • Improve recovery times
  • Daily backup reports plus monthly utilisation and billing reports
  • Save time on backup administration

Pricing

£7.61 to £20.84 per server per month

Service documents

G-Cloud 10

873710640833485

OCSL MANAGED SERVICES LIMITED

Mark Skelton

0845 605 2100

gcloud@cancom.co.uk

Service scope

Service scope
Service constraints None for OCSL IaaS hosted workloads.
For on-prem environments dedicated connectivity and access required.
System requirements System requirements depend upon individual customer needs.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority Level - Initial Response - Progress Update - Target Resolution

1 - 1 hour - 2 hours - 4 hours
2 - 2 hour - 4 hours - 8 hours
3 - 4 hour - 12 hours - 16 hours
4 - 24 hours - none - 20 working days

*P1 calls must be logged by telephone
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 No
Support levels Backup restores will be commenced within 4 hours of a request being logged.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Backup as a Service for OCSL Hosted Platforms will be configured as part of the inbound transition or build of the virtual environment which is to be backed up. OCSL will consult with the customer on specific backup policies required, such as scope and retention.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction OCSL will provide copies of the customer’s backup files and data in the format in which they are held, or allow a third-party access on a secure basis to perform an outbound transition/migration project.
End-of-contract process Upon receiving notification of termination, OCSL will on a mutually agreed date, simply delete the customer’s data securely from the BaaS platform, and disable the customer’s access.

Using the service

Using the service
Web browser interface Yes
Using the web interface Add, remove, and schedule backup jobs
Report on backup success/fail
Restore a backup
Web interface accessibility standard None or don’t know
How the web interface is accessible Private URL via VPN or dedicated connectivity.
Web interface accessibility testing Unknown.
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources OCSL BaaS is built to a multi tenant design and strictly capacity planned to ensure sufficient performance capacity is available.
Usage notifications Yes
Usage reporting Other

Analytics

Analytics
Infrastructure or application metrics No

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 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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
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
Backup and recovery Yes
What’s backed up
  • Virtual and physical machines hosted within OCSL datacentres
  • Virtual and physical machines hosted within customer datacentres
Backup controls Via the Cloud Control Portal
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

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability OCSL have SLA’s and Penalties (service credits) as standard offerings for each of our managed services.

The services will be calculated as a percentage each calendar month and measured using the following formula:
Monthly Availability % = ((Agreed System Time*1 – Unscheduled Downtime*2) / Agreed System Time) x 100

Services shall be deemed available when the customer is able to access and use the services hosted by OCSL. This may include periods where the customer is unable to access applications and services, where it is demonstrated by OCSL to the customer’s satisfaction, or where any inability to access the customer’s applications and services is the result of permitted downtime.

Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by OCSL to our customers, confirming any adjustment to be made to the following monthly charge.

99.95% availability is guaranteed.

Availability in any calendar month Service Credit
100% - 99.95% 0%
<99.95%-99.4% 5% of the monthly charge for the specific service affected
<99.4%-98.9% 15% of the monthly charge for the specific service affected
<98.9% 25% of the monthly charge for the specific service affected
Approach to resilience The OCSL datacentres and the services provided from within have been architected in meticulous detail from the ground up, built upon enterprise class best of breed hardware and technology, ensuring services are provided from a fully resilient infrastructure of at least N+1 with no single points of failure, across geographically-diverse Tier 3+ datacentres.
From power feeds from separate power grids, multiple generators and UPS's all tested weekly, to the fire suppression systems, resilient networking, storage and compute clusters, all aspects have been carefully considered using best of breed technology with no single points of failure.
Backups are stored across 3 locations for resilience, typically the primary DC stores 7 days, secondary DC stores 31 days and the tertiary DC stores monthly and yearly retention points.
Outage reporting OCSL MUST follow our Corrective action of Events & Incidents policy, which is in scope of our ISO27001, ISO9001, ISO20000, ISO27018 and ISO22301 certifications, following standard ITIL conformant Major Incident Management processes.
This includes informing stakeholders immediately without delay.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Web portal access is controlled by unique credentials dependent on security service provided.
OCSL Managed Services uses unique user IDs to enable users to be linked to and held responsible for their actions.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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 Between 6 months and 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 Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Registrar of Standards (Holdings) Ltd
ISO/IEC 27001 accreditation date 21/06/2011
What the ISO/IEC 27001 doesn’t cover There are 114 controls within ISO 27001:2013.
OCSL Managed Services has currently adopted 111 of the controls. The remaining 3 controls have not been adopted at this stage.
A.14.1.3 (OCSL Managed Services do not use application transactions).
A.14.2.1 (OCSL Managed Services do not develop software).
A.14.2.7 (OCSL Managed Services do not outsource software development).
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO27018 Protection of Personally Identifiable Information in the Cloud
  • Government OFFICIAL Classification Supplier
  • Approved Commercial N3 Aggregator transitioning to a HSCN Supplier
  • Health & Social Care Network (HSCN) Compliant

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards OCSL is accredited to the following governance standards

ISO22301 (Business Continuity Management System)
ISO20000 (ITIL Service Management)
ISO9001 (Quality)
ISO27018 (Protection of Personally Identifiable Information in the Cloud)
Government OFFICIAL
NHS N3 Aggregator
Health & Social Care Network (HSCN) Compliant
Information security policies and processes A full-time compliance team is employed to manage and maintain our certifications and accreditations. Staff are fully trained and competent to work within our management systems, which are mature and continually improved, as proven in regular internal and external audits.

An overview of the diverse set of the externally assessed ISO standards and best practice accreditations OCSL adheres to are as follows
ISO27001 (Information Security)
ISO22301 (Business Continuity Management System)
ISO20000 (ITIL Service Management)
ISO9001 (Quality)
ISO27018 Code of Practise (Protection of Personally Identifiable Information in the Cloud)
Government OFFICIAL Classification Supplier
Approved G Cloud Supplier
Approved Commercial N3 Aggregator transitioning to a HSCN Supplier
Health & Social Care Network (HSCN) Compliant
Cyber Essentials Certificate of Assurance
IASME Information Security Standard Certificate of Assurance
CEH (Certified Ethical Hacker)
CND (The Certified Network Defender)

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 OCSL uses a strict ITIL aligned change control process through which all changes are managed. The change requestor would initially submit the change via the OCSL service desk portal, this will log a unique ticket reference that will be used to reference the change throughout its life cycle.
Once submitted, the change process is used to assess the change correctly. This includes identification of all affected assets, resource requirements, risk assessment, install plan, back out plan, test and acceptance criteria.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Annual IT Health Checks are completed by a CHECK accredited independent organisation under the CHECK Scheme. The CHECK scheme enables penetration testing by CESG approved companies, employing penetration testing personnel, qualified to assess HMG and other public and private sector bodies.
The testing personnel are CHECK Team Leaders who have proven their technical competency through lab examinations and written exams, they are skilled in application and infrastructure testing. They have also undergone thorough background checking.
This technical compliance review is an extensive internal and external examination of operational systems to ensure that hardware and software controls have been correctly implemented.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach User activities, exceptions, and information security events are recorded and kept for an agreed period to assist in future investigations and access control monitoring. Software is used to monitor system use. As per the ‘Systems monitoring policy’.
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 OCSL's approach to Service and Incident Management is based on a framework of ITIL processes.
The OCSL Service Desk enables our team to co-ordinate the work of restoring supported systems as soon as possible and within agreed SLAs. The Service Desk determines the nature of incidents so they can be sent to appropriately skilled engineers for resolution. An IMS is incorporated within the Service Desk. When logging calls via the Service Desk portal or telephone. Integrated with this functionality is our knowledge base, which is used to capture information and provide accurate incident reports.

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 No

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

Pricing
Price £7.61 to £20.84 per server 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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