IT SYSTEMS & SUPPORT LIMITED

IT Systems Backup As A Service

A fully automated data backup solution for protecting sensitive data. The recovery and re-provisioning of data onto the school system is part of our end-to-end process. Our solution supports either full server or single folder / file recovery and stores data within a standard 35 day retention window.

Features

• File/folder/disk/system recovery capability
• Backups can be taken at customer requested intervals
• Backups can be taken at customer requested intervals
• Backups can be taken at customer requested intervals
• Backups can be taken at customer requested intervals

Benefits

• Includes disaster recovery as standard
• Integrates with Microsoft 365
• Integrates with Microsoft 365
• Integrates with Microsoft 365
• Integrates with Microsoft 365
• Integrates with Microsoft 365

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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

955613443836855

Contact

Tristen Coad
0343 8868660
info@itsystems.uk.net

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

  • Data Protection Software
  • Backup and Recovery Reporting Software
  • Storage Replication Software
  • Host or Hypervisor-Based Replication Software
  • Replication Management 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: Cloud Connect for Schools
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: Minimum 100mb broadband connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Dependent on SLA requirements however response times within 4 hours Mon-Fri 8:30 - 16:30
• 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: No
• Support levels: Response level of file recovery = two hours; Response level of disk recovery = four hours (dependent on disk size); Response level of server recovery = upto 24 hours (dependent on server size); Clous support engineer inclusive of service and support is inclusive of cost to aid in restoration
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We undertake formal project management processes to onboard the client, enable a secure end-to-end connection, provision the system and to undertake the clients first primary backup whilst setting up their required retention policy
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • .docx
  • .rtf
• End-of-contract data extraction: Data is extracted by IT Systems and presented in the format customer requires it under UK GDPR
• End-of-contract process: Data is held for an additional 30 days and then sanitised from IT Systems backup service unless pre-agreed within the contract. Should there be a valid reason for IT Systems to hold the data longer at the request of the consumer we will assist where we can.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Available on request once contractually committed.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: We ensure users aren't adversely affected by demands other users place on our service through a combination of platform design, capacity planning and active performance management. Resources such as compute, storage, and network throughput are provisioned with sufficient headroom to absorb peak loads without degradation and are continuously monitored to identify emerging contention risks.; We apply workload scheduling, throttling and prioritisation policies to ensure that no single client can monopolise shared resources during backup, replication or recovery operations. We regularly review growth trends and proactively scale infrastructure to maintain consistent performance protecting users from the impact of other tenants’ activity.

Analytics

• Service usage metrics: Yes
• Metrics types: IT Systems provides dedicated access to a secure online portal to display application and infrastructure service metrics including service availability, backup reports, service updates.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

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
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Consumer requests restoration of data via the helpdesk. Incident management will be undertaken by our engineers whereby they will restore file(s) required to the requested location and follow up with call logger to confirm restored file(s) received.
• Data export formats: Other
• Other data export formats: Data will be exported into original format
• Data import formats: Other
• Other data import formats: Not applicable to this service

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

• Guaranteed availability: Standard SLA's include:; - 32 days retention of data; - Daily incrementals; - Weekly full; ; This can be amended to suit consumer need
• Approach to resilience: The backup service operates on a 3,2,1 basis; The backup platform replicates all backups to an offsite location
• Outage reporting: Outages are reported to customers within five working days explaining the outage circumstances and mitigation

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: Consumers do not access the system, we operate it on their behalf. Access is restricted based upon role within our company and then down to username/password with MFA.
• 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 contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: IT Systems operates an InfoSec Management Team responsible for the delivery, dissemination and rollout of Information Security policies and procedures within IT Systems. Staff have full access to all relevant policies and procedures with regular training including "toolbox talks" as well as "chalk and talk" sessions. All aspects involving Information Security are reported to the InfoSec Management Team. The team regularly meets to review the Information Security calendar for IT Systems in terms of audits, reviews, training, non-conformances and corrective actions.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Change management is initiated by a change request form from either a client or the internal team. This is logged onto our support desk and processed as a support ticket and implemented upon the client’s confirmation.; Internal change requests are logged and raised in the company weekly service meeting. A formal risk assessment is undertaken to assess the need for the change in relation to any potential risks associated with making the change. If authorised, the change is factored into a planned maintenance schedule with all stakeholders informed. Changes are made, monitored, reviewed, rolled-back as required and closed off.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Patching and updating of the system is undertaken in a cyclical monthly manner.; Vendor releases are logged, assessed, tested and then implemented as necessary. Should an update require roll-back, this is undertaken as soon as any issues are found.; Critical vendor patch release such as zero-day exploit fixes, are undertaken as unplanned maintenance windows overnight or as soon as vendors release updates to resolve.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: IT Systems utilises PRTG monitoring solution to monitor the backup solution service status; The backup solution communicates via notification to key personnel responsible for backups should an issue arise Incidence response is undertaken within the contractual response times.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: IT Systems defines incidents under its non-conformance umbrella. An incident log is created with a non-conformance number issued and raised onto our support desk. The incident is investigated by senior staff to undertake the nature of the incident, initial disposition to undertake immediate corrective action, define timescales and person(s) responsible. Root cause analysis is undertaken to move forward with implementing corrective and/or preventative measures which are reviewed and monitored over a defined timescale. Once this monitoring is signed off the incident is closed. All users affected by said incident are informed in writing and are involved with the incident process.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

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

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

• Less than £250,000: 0.01%
• Between £250,000 and £500,000: 2.1%
• Between £500,001 and £1,000,000: 2.1%
• Between £1,000,001 and £2,500,000: 2.1%
• Between £2,500,001 and £5,000,000: 2.1%
• Over £5,000,001: 2.1%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IS682715
• ISO/IEC 27001 accreditation date: Saturday 24 August 2024
• What the ISO/IEC 27001 doesn’t cover: Customer / client hardware devices
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7d75a721-7cdd-468a-b979-4d54c36b3279
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 info@itsystems.uk.net. Tell them what format you need. It will help if you say what assistive technology you use.