SYNERGI SOFTWARE LIMITED

Datto Cloud Managed Business Continuity with Data and Disaster Recovery

Critical business data lives on servers, personal devices, and in the cloud. Datto provides the necessary tools to protect your files and applications, on local servers, end-user endpoints, or in SaaS applications. With a wide array of restore options to match any recovery scenario, Datto Continuity keeps business running.

Features

• Ransomware Protection
• Fast Recovery
• Efficient Data Protection
• Backup of both physical and virtual servers
• Detailed reporting options

Benefits

• Fast Recovery
• Peace of mind knowing your data is recoverable
• Scalability
• Fully managed

• 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 paul.burns@teamsynergi.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

705132706032761

Contact

Team Synergi
01914770365
paul.burns@teamsynergi.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

  • Data Protection Software
  • Backup and Recovery Reporting Software
  • Host or Hypervisor-Based Replication Software

  Archiving

  • File and Other Archiving Software
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Windows; Linux
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: An adequate internet connection is required. The Datto agent will need to installed on the servers that require backup and certain IP ranges will need to be whitelisted for firmware updates. A full list of requirements are available on request
• System requirements:
  • No other backup software can be installed on the server
  • 1GB RAM free
  • 10% of the protected volume must be free
  • Latest updates and service packs should be installed
  • Anti-Virus exception may be required

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Synergi operates an ITIL compliant Service Desk that operates Monday -Friday 08:00-18:00 as standard. Incidents can be logged proactively via our RMM toolkit, via phone, via email, via the client portal or via the RMM functionality with a users desktop. Critical incident response is 30 working mins High incident response is 1 working hour, Medium incident is 3 working hours, Service request response is 6 working hours.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Synergi operates an ITIL compliant Service Desk that operates Monday -Friday 08:00-18:00 as standard. Incidents can be logged proactively via our RMM toolkit, via phone, via email, via the client portal or via the RMM functionality with a users desktop. Critical incident response is 30 working mins High incident response is 1 working hour Medium incident is 3 working hours Service request response is 6 working hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Learning and adoption represent an active component of each phase of a Synergi Client Project Engagement. Inclusive focus on the complete learning and adoption for users is the best way to ensure ultimate success. Sponsorship and Leadership: Recognising that executive-level sponsorship is a key success factor, Synergi will seek the participation of a director or mid-level executives from each business unit. This component also forms an organisational change management team to address the process changes that accompany the new implementation. Adoption Strategy: Synergi will determine at a high level what types of training and support are most likely to accelerate end user adoption of the new platform and processes included. Detailed Programme Planning: Taking the strategy to a more practical level, Synergi IT create detailed plans based on users training needs, where they were located, and how to accommodate diverse learning needs and preferences. Synergi will additionally define a communications plan to build awareness and understanding of the changes to come, and a content plan to support all aspects of the adoption program. Blended Learning: To accommodate individual learning preferences, Synergi IT delivers a blended approach, combining instructor-led classroom and on-demand training, along with over-the-shoulder mentoring.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be easily migrated from the BCDR service either by local restore or from the Cloud service using a reverse Seed backup to portal encrypted HDD. There is a charge for this service defined based on data and VM backup sizes.
• End-of-contract process: The associated costs for end of life contract where appropriate will be determined between both parties depending on the level of technical expertise on the client side, these costs are not described in an initial deployment contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our documentation is created in line with UK Government open standards for viewing documents. All files are saved in PDF/A format to ensure long-term accessibility and compatibility. They are fully searchable, with Optical Character Recognition (OCR) applied to any scanned content. Each document includes tagged headings, paragraphs, lists, and tables to support screen readers and maintain a logical reading order. Images contain alternative text, and metadata such as title, author, and language are correctly set. We use high-contrast colours and clear fonts for readability. An HTML version of the content is available as an open format alternative for users who prefer or require it. These measures ensure our documentation is accessible to all users, including those using assistive technologies.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The backup service is accessible via a webpage on the local device or via the centralised datto web portal. The majority of tasks can be run from within the portal by the client.
• Accessibility standards: None or don’t know
• Description of accessibility: The service can be fully managed via the Datto webpage. Backups can be created, ran, reviewed, restored and additional users created. Previous backups can be checked.; ; Full DR can be invoked from the web-portal.
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: Datto utilises load balancing to ensure that traffic being recieved by Datto cloud is evenly balanced. Bandwidth limits are also enforced to ensure no one can saturate the connection.; ; Datto proactively monitor this service and additional resources can be scaled up during peak demand periods.

Analytics

• Service usage metrics: Yes
• Metrics types: Datto online reporting tools allows Synergi to provide detailed metrics to clients by request.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Datto Kaseya

Staff security

• Staff security clearance: Staff screening not performed
• 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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be restored using the Local appliance or Cloud portal
• Data export formats: Other
• Other data export formats:
  • Original file and folder format
  • Full VM via VHD or VHDX
• Data import formats: Other
• Other data import formats: Initial Backup and Cloud seed performed - proprietary format

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Datto provide a 99% SLA on the backup environment.; ; Service credits are available on request.
• Approach to resilience: Availible on request
• Outage reporting: Via email and text alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Only Synergi employees can access the systems that manage the service. We perform regular audits to ensure that processes are being followed.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: No
• Security governance approach: Internal security policies.
• Information security policies and processes: Synergi have an internal security policy that is published to all employees, this is regularly reviewed at board level.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a change management process that has a multi level approval process and a dedicated Change Manager. Components of the service are monitored and maintained proactively, with any risks to service noted on a risk register. Any changes to service can be viewed via a audit history in our internal PSA system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have various monitoring systems in place that identify potential threats. We can deploy emergency patches in line with our Change Management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use industry leading monitoring tools to manage our systems. Should a potential threat be detected an incident would be auto created into our PSA system. The incident is then catergorised based on its priority and severity and resolved within our SLA guidelines.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised pro-actively via our monitoring systems, via email, via phone, via our RMM tool or via a client portal. We have a standardised incident management process that is in line with ITIL principles. Major incident reports will be provided by email where appropriate, monthly, quarterly and annual incident reports and analysis are also available.
• 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%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 97cf5048-9c9a-4c73-be5a-f056b3c9691e
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 67e908ac-11fc-4164-81f1-f7ce9907ff0a
• 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting 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 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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

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 paul.burns@teamsynergi.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.