XTRAVIRT LIMITED

Veeam Backup as a Service

Veeam Backup as a Service provides cloud-delivered backup, recovery, and data protection for virtual, physical, and cloud workloads.

The service enables customers to back up, restore, and recover data using Veeam software, delivered as a subscription service through the Veeam Cloud Service Provider programme.

Features

• Cloud-delivered backup for virtual, physical, and cloud workloads
• Image-based backups with application-aware processing
• Policy-driven backup scheduling and retention management
• Secure backup repositories with encryption support
• Fast full, file-level, and granular recovery options
• Backup copy and replication capabilities for resilience
• Immutable backup support to protect against ransomware
• Centralised management and monitoring interface
• API and automation support for backup operations
• Multi-tenant architecture supporting customer isolation

Benefits

• Reduce backup management overhead through automated, policy-driven protection
• Restore services quickly after incidents with flexible recovery options
• Improve resilience using immutable backups against ransomware threats
• Simplify compliance with configurable retention and encryption controls
• Centralise backup operations across hybrid and multi-cloud environments
• Minimise data loss through frequent backups and granular restores
• Enable self-service recovery to reduce operational delays
• Scale protection easily as workloads and data volumes grow
• Gain visibility with reporting and monitoring of backup status
• Lower risk with tested restores and consistent recovery processes

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@xtravirt.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

329479118354296

Contact

Chris Willliams
08004880038
accounts@xtravirt.com

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

  • Data Protection Software
  • Backup and Recovery Reporting Software
  • Replication Management Software

  Archiving

  • Email Archiving Software
  • File and Other Archiving Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: What other software services is your service an extension to?; This service integrates with VMware Cloud Foundation, providing backup, recovery, and replication for workloads running on VMware Cloud Foundation environments. It can also operate independently to protect supported workloads outside VMware Cloud Foundation, depending on configuration.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: The service requires supported workloads and platforms in line with Veeam product compatibility matrices. Backup and recovery capabilities depend on network connectivity, available storage capacity, and customer-defined retention policies. Planned maintenance windows may be required for software updates or infrastructure changes, which can temporarily affect backup or restore operations. Performance and recovery times depend on customer configuration, data volumes, and target recovery locations.
• System requirements:
  • Windows Server or supported host for Veeam Backup server.
  • X86-64 processor with multi-core CPU recommended.
  • Minimum 8 GB RAM, more for high concurrency jobs.
  • At least 240 GB disk space for server and cache
  • Supported VMware vSphere versions for VM workload protection.
  • Network connectivity between backup server and protected workloads.
  • Browser for management console access and reporting.
  • Required Microsoft .NET frameworks included in installation.
  • Supported guest OS per Veeam platform support matrix.
  • Sufficient storage capacity for backup repositories and retention.

User support

• Email or online ticketing support: Yes
• Support response times: Support is provided by Xtravirt with the following response targets, including weekends:; ; Priority 1 (Critical service impact): 15 minutes, 24x7; ; Priority 2 (High priority impact): 30 minutes, 24x7; ; Priority 3 (Medium priority impact): 24 hours, business hours; ; Priority 4 (Low priority impact): 24 hours, business hours; ; Response times apply seven days a week for Priority 1 and 2 incidents. Lower priorities are handled during UK business hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: 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: Xtravirt provides support for this service under the Veeam Cloud Service Provider (CSP) model.; ; Support is delivered across defined priority levels (P1–P4), aligned to service impact and urgency. Priority definitions and response targets are applied consistently across all supported customers. Support is provided through email and an online ticketing system, with escalation for critical incidents.; ; Support costs are included within the service price for standard CSP support. Any enhanced support arrangements, such as extended coverage hours or bespoke service requirements, are agreed separately and charged according to the applicable rate card or contract terms.; ; This service does not include a named Technical Account Manager or dedicated Cloud Support Engineer as standard. Where required, customers can purchase optional professional services or advisory support from Xtravirt at additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users start using the service through supplier-provided onboarding and documentation.; ; Xtravirt provides initial onboarding support, service documentation, and knowledge transfer to help customers configure and use Veeam Backup as a Service. Online documentation and user guides are provided for day-to-day operation.; ; Where required, Xtravirt can deliver remote or onsite training and additional professional services at extra cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Vendor online knowledge base
• End-of-contract data extraction: Customer data remains owned and controlled by the customer at all times.; ; Backups created by Veeam Backup & Replication are stored in Veeam backup formats (for example VBK, VIB, VBM) within customer-defined backup repositories. These repositories are located in customer-selected storage locations, which may include on-premises, cloud, or service provider storage.; ; Where configured, backup data may be encrypted using customer-managed encryption settings. Customers can extract data by restoring backups to alternative locations, exporting data using Veeam recovery tools, or migrating backup repositories. Data access requires appropriate credentials and encryption keys.; ; Xtravirt can provide assistance with data extraction or restoration at contract end if required and for an additional cost.
• End-of-contract process: At the end of the contract, access to the Veeam Backup as a Service subscription ends in line with the agreed terms. Customer backup data remains in customer-defined repositories and locations. Customers can continue to restore or export data using Veeam-supported tools, subject to licence status and access credentials.; ; The contract price includes the Veeam Backup as a Service subscription and standard CSP support from Xtravirt. It does not include data migration, extended retention, additional storage, or bespoke offboarding activities.; ; Additional costs may apply for contract renewal, extended support, increased storage capacity, or optional professional services to assist with data extraction, restoration, or transition, if requested.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided in digital formats that support common accessibility features, including searchable text, zoom, and compatibility with screen readers where supported by the document format. Documentation is delivered electronically using standard formats such as HTML and PDF, allowing users to apply their own assistive technologies and accessibility tools.; ; Xtravirt provides guidance and knowledge transfer verbally and in writing, which can be adapted to customer needs where required. Customers can request alternative formats or clarification during onboarding or offboarding to support accessibility requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service provides a web-based management interface for configuring, monitoring, and managing backup and recovery operations. Access is provided through supported browsers, subject to role-based access controls and customer permissions.
• Accessibility standards: None or don’t know
• Description of accessibility: Veeam does not publish a formal accessibility conformance statement (such as WCAG or EN 301 549) for the Backup & Replication management interfaces used in this service.
• Accessibility testing: No independent interface testing with users of assistive technology has been carried out by the supplier. Accessibility testing of the underlying software interfaces is managed by Veeam as part of its product development processes.
• API: Yes
• What users can and can't do using the API: Users interact with the service using Veeam APIs.; ; Users can:; ; Automate backup and replication job creation and scheduling; ; Manage protected workloads, repositories, and retention policies; ; Trigger backups, restores, and recovery operations; ; Retrieve status, alerts, and reporting data for automation workflows; ; Users cannot:; ; Bypass role-based access controls or tenant isolation; ; Access features not included in the purchased service scope; ; Modify underlying infrastructure or platform components; ; Perform unsupported configuration changes outside documented APIs; ; Initial service enablement is performed through the management interface. Ongoing changes via API are limited to published Veeam API capabilities and user permissions.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise backup and recovery behaviour within the service. Customisable elements include backup schedules, retention periods, encryption settings, immutability options, recovery points, and protected workloads.; ; Customisation is performed through the Veeam management interface or supported APIs, using policy-based configuration and role-based access controls.; ; Customisation is carried out by authorised customer administrators. Xtravirt can assist with configuration changes where requested, under the Veeam Cloud Service Provider support model.

Scaling

• Independence of resources: This service is deployed within the customer’s own environment. Each customer operates their own instance of Veeam Backup & Replication and associated storage.; ; Resources such as compute, storage, network bandwidth, and backup repositories are dedicated to the customer and not shared with other organisations. Demand or usage by other customers has no impact, as there is no shared underlying infrastructure operated by the supplier. Resource performance and capacity are determined solely by the customer’s environment and configuration.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides metrics covering backup job status, success and failure rates, protected workloads, backup frequency, recovery points, storage consumption, retention usage, and repository capacity. Metrics also include restore activity, job duration, and alert status to support operational monitoring and reporting. Metrics are provided by Veeam backup and monitoring components.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Broadcom (VMware), Omnissa, Veeam, Google, AWS, Dell, HP, Dynatrace, Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Veeam Backup & Replication supports encryption of backup data at rest using customer-managed keys. Backup repositories, access controls, and retention settings are defined by the customer within their own environment.; ; Physical access controls, storage security, and media handling are the responsibility of the customer and are governed by the customer’s infrastructure standards and policies.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users export data using Veeam Backup & Replication recovery and export tools.; ; Backed-up data is stored in Veeam formats (for example VBK, VIB, VBM) within customer-defined repositories. Users export data by restoring workloads, files, or application items to customer-selected locations, or by migrating backup repositories to alternative storage.; ; Where encryption is enabled, exports require the customer’s encryption keys. Data export is initiated and controlled by authorised customer administrators through the service interface or APIs.
• Data export formats: Other
• Other data export formats:
  • Virtual machine disk formats (for example VMDK)
  • Native file system formats (for example NTFS, ext4 files)
  • Application-native formats (for example SQL database exports)
  • Full virtual machines restored to supported hypervisors
• Data import formats: Other
• Other data import formats:
  • Virtual machine disk formats (for example VMDK)
  • Native file system data from supported operating systems
  • Application-native data formats supported by protected applications
  • Existing Veeam backup files (for example VBK, VIB, VBM)

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: This service is deployed entirely within the buyer’s own environment. There is no separate supplier network and no routine transfer of data between buyer and supplier networks.; ; Where data is transferred between components within the buyer’s environment, encryption is provided using TLS (version 1.2 or above) in line with Veeam Backup & Replication security controls.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: This service does not include a supplier-provided availability guarantee or service level agreement (SLA).; ; Veeam Backup & Replication is deployed and operated within the customer’s own environment. Availability is therefore determined by the customer’s infrastructure design, configuration, capacity, and operational practices.; ; Veeam software provides features that support high availability and resilience, such as job retry mechanisms and repository redundancy options, but it does not guarantee platform availability. No service credits or refunds apply if availability targets are not met, as availability outcomes are under customer control.
• Approach to resilience: He service is designed to support resilient backup and recovery operations within the customer’s environment.; ; Veeam Backup & Replication includes features such as backup copy jobs, repository redundancy, job retries, and support for offsite or secondary backup locations. These features enable customers to design resilient data protection architectures.; ; The service does not include a supplier-operated datacentre. Datacentre resilience, including power, cooling, network redundancy, and physical security, is defined and managed by the customer in line with their infrastructure design. Resilience outcomes depend on customer configuration and operational decisions.
• Outage reporting: This service does not operate a supplier-managed platform, so there is no public outage dashboard.; ; Outages or issues within the service are identified and reported using Veeam Backup & Replication monitoring, alerts, and logs deployed in the customer’s environment.; ; API: Service status and job results can be queried using Veeam APIs.; ; Email alerts: Email notifications and alerts can be configured by the customer for backup failures, job warnings, or service issues.; ; Xtravirt responds to reported incidents through its support channels under the agreed support model.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Veeam Backup & Replication management interfaces is controlled by the customer using role-based access controls, authentication mechanisms, and permission assignments within their environment.; ; Support channels operated by Xtravirt are restricted to authorised customer contacts. Access to support tickets and communications is limited using authenticated email addresses and ticketing system controls. Administrative access is granted only to approved personnel and reviewed as required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: User-defined

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: Xtravirt follows documented information security policies and processes aligned to recognised standards, including ISO/IEC 27001 and Cyber Essentials. Policies cover access control, incident management, vulnerability management, and data protection.; ; Security governance is managed through defined reporting and escalation structures, with senior management oversight. Compliance is enforced through staff training, role-based access controls, documented procedures, and regular policy review.; ; The service uses Veeam Backup & Replication software, which follows Veeam’s secure development and vulnerability disclosure practices. Customers remain responsible for security controls within their own environments where the service is deployed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management for this service is customer managed.; ; Customers control configuration, upgrades, patching, and changes to Veeam Backup & Replication within their own environment. Software components are tracked by the customer through asset records, version information, and vendor release documentation.; ; Xtravirt follows ISO/IEC 20000-aligned service management processes when providing support or advisory services. Where involved, changes are assessed for potential operational and security impact using vendor guidance and customer change approval processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Ulnerability management for this service is customer managed.; ; Potential threats are assessed using vendor security advisories, customer risk assessments, and environmental context. Veeam publishes security advisories and updates, which customers review to determine applicability and risk.; ; Patch deployment timing is controlled by the customer, based on their change management, risk appetite, and operational requirements. Xtravirt provides guidance and support on request but does not deploy patches unless explicitly agreed.; ; Threat intelligence sources include Veeam security advisories, industry vulnerability disclosures, and customer security monitoring processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring for this service is customer managed.; ; Potential compromises are identified using Veeam Backup & Replication logs, alerts, job status monitoring, and customer security tooling within the customer environment.; ; When a potential compromise is identified, the customer investigates and responds in line with their incident response processes. This may include isolating systems, suspending jobs, restoring data, or applying mitigations.; ; Response times are determined by the customer’s operational procedures and support arrangements. Xtravirt provides support and guidance on request under the agreed support model but does not perform continuous monitoring.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management for this service is customer managed.; ; Customers use their own pre-defined incident management processes to handle common operational or security events affecting Veeam Backup & Replication deployed in their environment. These processes typically cover backup failures, restore issues, and suspected security events.; ; Users report incidents to Xtravirt through email or the online ticketing system under the agreed support model. Xtravirt provides incident response support and technical guidance as requested.; ; Incident updates and resolution information are provided through support tickets and written communications. Where applicable, incident summaries are shared following resolution, aligned to customer requirements and contractual terms.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0.5%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Ltd
• ISO/IEC 27001 accreditation date: Thursday 31 July 2025
• What the ISO/IEC 27001 doesn’t cover: Cloud services for which the Supplier is a reseller
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Ltd
• ISO 9001 accreditation date: Tuesday 2 July 2024
• What the ISO 9001 doesn’t cover: Cloud services for which the Supplier is a reseller
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39171213-70be-4397-ae05-34d43f1940bf
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 80b97068-b96b-4d11-bd33-1ecd32fe3c29
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at accounts@xtravirt.com. Tell them what format you need. It will help if you say what assistive technology you use.