EXPONENTIAL-E LIMITED

Cloud Online Backup

Exponential-e's Cloud Backup service provides a single solution for each distinct backup and recovery requirement in your organisation. Back up your databases, files, applications, endpoints and VMs with maximum efficiency according to data type and recovery/retention profiles.

Features

• Data protection solution supporting all major operating systems & applications
• Multiple protection methods including backup and archive, snapshot management
• Protects Exchange, SQL Server, Oracle, SharePoint and many more applications
• Efficient storage management using deduplication for disk and tape.
• Complete virtual infrastructure management supporting both VMware and Hyper-V
• End-point protection of laptops and mobile devices

Benefits

• Improved Business Continuity and Disaster Recovery
• Simplified management through a single console
• Policy based data management
• Tailored to meet your Recovery Time Objectives
• High Availability data storage across 2 data centres
• Minimises disaster impact with real-time recovery
• Transcends limitations of legacy backup products

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 psbids@exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

964887330622333

Contact

Kay Sugg
02034358835
psbids@exponential-e.com

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

  • Data Protection Software
  • Backup and Recovery Reporting Software
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Planned and Emergency Works Exponential-e will adhere to the following maintenance windows: ‘Planned Maintenance’ means any pre-planned maintenance of any of the infrastructure relating to the service. Planned Maintenance activity may result in periods of degradation or loss of availability depending on the nature of the activity required. In such cases, Exponential-e will aim to provide at least 14 days’ notice via email of any planned works and shall aim to perform them between 00:00 and 06:00 GMT/BST.
• System requirements:
  • Retention policies are defined by the customer
  • Backup schedules are defined by the customer
  • Backup agents are required on all end points or servers

User support

• Email or online ticketing support: Yes
• Support response times: P1 Target Response Time - 15 Minutes; P2 Target Response Time - 15 Minutes; P3 Target Response Time - 30 Minutes; P4 Target Response Time - 30 Minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Business Hours (09:00 - 17:00), weekdays excl Bank Holidays.; Extended Business Hours (08:00 - 18:00), weekdays excl Bank Holidays.; 24/7/265, including Bank Holidays.; Exponential-e provide Cloud Online Backup as a customer managed service as standard. Exponential-e can provide Managed backup as a service, or included as part of a full managed service. Managed backup includes: backup monitoring, alerting, remediation. Data restore requests may be chargeable.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Exponential-e is able to offer on-boarding through a variety of technologies and techniques. Exponential-e will create a backup environment for the new customer and provide handover documentation, including "Getting Started" information to enable a self-managed customer to begin using the service. Within a managed service, this activity is undertaken by Exponential-e and we will collect pertinent information relating to backup requirements, frequency, exclusions, retentions etc.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The customer may extract their application based data at any point during the contract term by self-service. At the end of the term and/or if the contract is terminated, the Service Migration provisions will apply. If customised data transportation, data extraction or full virtual machine export services are required these will be charged at the prevailing time and materials day rate listed in the pricing section below. In order to action these customised services, an off-boarding service request must be raised via the Exponential-e Service Desk and due to the fact those services have not been not included within Exponential-e’s G-Cloud catalogue entry and thus do not fall within the Framework Agreement and Call Off Agreement, Exponential-e’s GCloud terms and conditions for professional services would apply.
• End-of-contract process: At the point of termination, all customer data, accounts and access will be permanently deleted after the aforementioned data has been extracted, and will not be able to be subsequently recovered or restored.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Exponential-e will setup and configure the service on behalf of a new customer, and provide a portal URL for management within handover documentation. Within the portal, the customer can manage protected instances, review and report on job failure/success, users, retention plans, and a number of other administrative activities.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Not applicable.
• API: Yes
• What users can and can't do using the API: Online Backup APIs are available to enable users to create custom interfaces that focus on the operations that they specifically need. They are implemented on the HTTP protocol, allowing for integration with preferred programming language and tools.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Backup storage (inclusive of archiving cloud storage) auto-scales at 60% utilisation. Media servers communicating with server backup agents are limited to 60% utilisation, and then scaled out.

Analytics

• Service usage metrics: Yes
• Metrics types: Disk; Number of active instances
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can perform backup, restore and other operations from the command line. Run these operations individually from the command prompt or combine these operations into a script or third-party application for automation. For example, create a script to trigger a backup whenever a client goes offline and then to restore to a different location. operations can be performed through the Command Line Interface (CLI), QScripts, and the Application Programming Interface (QAPI).
• Data export formats: CSV
• Data import formats: CSV

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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Target Availability - Online Backup 99.99% - Cloud information archiving, long term retention and compliance 99.99%.
• Approach to resilience: All Exponential-e services are built from Enterprise class best of Breed hardware and are fully N+1 resilient with no single point of failure. Further information available on request.
• Outage reporting: Service report outages are reported in real-time via: - a customer dashboard - email alerts Furthermore, Exponential-e is ISO2000-1 accredited and follows standard ITIL conformant processes to notify affected customers in the event of a service outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Details available on request.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: Yes, assured by assurance of service design.
• Software Security Code of Practice: No

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: Details available on request.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Details available on request.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Details available on request.
• Incident management type: Undisclosed
• Incident management approach: Exponential-e’s ITIL-based Incident Management process is integrated into its ISO9001 and ISO20000-1 accredited framework. Pre-defined procedures address common events, with examples including automated scripts for capacity-related issues. Incidents are reported by users via email, phone, or ServiceNow, which generates a tracking number for efficient handling and prioritisation. These incidents are logged, allocated to appropriate teams, and resolved based on their urgency and impact. Incident updates are provided regularly, with detailed reports shared for major incidents. Post-resolution evaluations ensure continuous improvement, supported by root cause analyses and formal Reason for Outage reports.
• Post-quantum cryptography secure: No

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%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Saturday 13 April 2024
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Saturday 13 April 2024
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Saturday 13 April 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Friday 30 January 2026
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C82c415b-9423-4525-9c4d-2a800deb7fdc
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5dd79cac-9d43-47c5-89dc-7942d72666ee
• Other security certifications: Yes
• Any other security certifications:
  • HSCN CN-SP Stage 2
  • SOC Type 1 & 2
  • ISO27017

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
    • 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
    • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • 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 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: 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 psbids@exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.