Phoenix Software Ltd

CloudCover 365 Backup

Backup Microsoft Office 365 data at the click of a button. Our fully browser managed solution provides a feature-rich office 365 backup solution and allows you to be secure in the knowledge that Veeam is protecting your data securely in the UK.

Features

• Complete back up of Exchange, Teams, SharePoint and OneDrive
• Manage your own backup jobs
• Create your own custom retention periods
• Full granular restores
• End-user self-service providing data at your fingertips
• White labelling available
• All archives securely stored in UK owned and operated datacentres
• Managed from a fully online browser based portal

Benefits

• Quick online setup
• Easily protect your data and keep it in the UK
• Long term storage and fast data recovery
• Protect and archive Exchange, Onedrive, Teams, and Sharepoint
• Self service setup and trials
• Immutable archives for audit purposes
• Optional self service restores for end users
• MSP management available
• Restore data to original location, PST, zip or email
• Simple pricing per user; including pay-as- you go or unlimited

£1.00 to £2.50 a user

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

105438916632331

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Service constraints: None
• System requirements: An existing Microsoft 365 subscription

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Instant online support agents are available Mon-Fri 9:00 - 17:30 GMT via chat once you are logged in.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: No
• Support levels: Support is included with the service. If you have bespoke support requirements, we can accommodate dedicated agents, technical account management, and 24x7 phone support at additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Everything is done online using a step-by-step on-boarding wizard. Online chat to support agents is embedded in the site in case of difficulties. Full documentation is also online at https://cloudcover365.virtualdcs.co.uk/
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: When the contract ends all customer data is securely destroyed. We recommend customers restore any required copies before this date.
• End-of-contract process: The service is on a subscription basis, and invoiced on a rolling month basis. If the customer ends the subscription at any time, there will be a final invoice for that last month of usage at the normal rate. There are no contract end fees to pay. Upon termination, the data held will be securely deleted within 14 days.

Using the service

• Web browser interface: Yes
• Using the web interface: Users can sign up for and manage Microsoft Office 365 backups with no software or agents to download.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: None
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: We monitor our bandwidth and storage processing capabilities 24/7 and scale elastically based on demand. This service can be provided as a dedicated private solution if required.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • Disk
  • Network
  • Number of active instances
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: VirtualDCS

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Customers configure their own encryption key, which we have no access to. This ensures data stored are rest is protected with AES 256-bit encryption.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Sharepoint sites
  • Teams data
  • OneDrive data
  • Email Mailboxes and Folders
• Backup controls: Users are in complete control of what items they protect, and also the frequency of that protection.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

Data-in-transit protection

• Data 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: We guarantee 99.9% service availability. There are credits for failing to meet this availability laid out in the subscriber agreement.
• Approach to resilience: Our platform has been designed to be incredibly resilient and self-healing. This means that in the unlikely event of a failure, you will be up and running again within minutes. Our enterprise platform has been designed to provide 99.999% up-time and is monitored 24 x 7 x 365 by our team of highly skilled support team. Our datacentres have: 24 Hour Manned Security 3 x N+1 Generators Resilient UPS N+1 Air Conditioning Systems Fire Suppression Systems CCTV & Intruder Alarms Diverse Fibre Entry from all major carriers Multiple T1 Carriers for Internet Transit. Further information available on request.
• Outage reporting: VirtualDCS operate a separate status website, with automated email updates to inform customers of potential issues with the environment. Email alerts are also delivered via the service desk to registered users.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
• Access restrictions in management interfaces and support channels: Only tenant administrators can create protection jobs. Any tenant user can restore their own data only. All users can interact with support but what they can access is determined by the customer's own Azure AD permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 13/07/2021
• What the ISO/IEC 27001 doesn’t cover: The ISO 27001 certification covers our whole service.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: All our staff follow strict ISO 27001 audited ISMS procedures. We have our own accredited ISO auditor, and are independently assessed by BSI on a regular basis.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We operate a change management process in accordance with our ISO 27001 certification. As part of this process, assessments are made of the risk and impact associated with any change, along with conditions required to mitigate the risks of any approved changes. Full details of our change management process are available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: VirtualDCS uses a specialist vulnerability monitoring service which continuously monitors our services for vulnerabilities. We aim to deploy patches to security related vulnerabilities within one day of the vulnerability being discovered.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: VirtualDCS uses an automated audit and alerting solution continuously monitors our services for irregular activity. We invoke our standard response process in the event of a suspected compromise; the response time target for such an incident is 1 hour.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We follow ISO 27001 recommendations for incident management.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: By applying good practice, and continually improving efficiency and operations to reduce energy consumption. Improving energy performance is factored into all processes. Our datacentres are certified as being compliant with ISO 50001: 2018 Energy Management

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change ; Effective stewardship of the environment with activities that deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions. ; We can support customers environmental goals by providing annual carbon emissions on contract and reduction plans.; ; We will run free of charge sustainability infrastructure reviews for customers to understand how they can reduce carbon emissions of their IT services. ; ; We are working towards 2040 Net-Zero GreenHouseGas emissions. ; Since 2021 we have been Carbon Neutral with Gold Standard Certified carbon credits - partner Ecologi.; By 2026 we aimed to reduce Scope 1 and 2 emissions by 50% from a 20/21 baseline year and which we have now achieved.; By 2030 we aim to reduce all of our emissions (including Scope 3) by 50% this is from a 22/23 baseline year.; ; Achievement of 2030 50% reduction targets (based on last FY) would mean a minimum carbon reduction of 142tCO2e per year for the public sector. ; ; We record and monitor our usage/ conversion to carbon emissions monthly and progress is published annually on the website in accordance with PPN06/21 and SECR guidelines. We are ISO14001 certified, and our targets are currently being verified by SBTi.; ; Overall, the business:; -Generates solar energy (85%) with REGO renewable purchased energy.; -Zero waste to landfill waste management; -Minimises travel emissions by 60%; -Uses water wisely – reduced by 15%; ; Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement. ; ; We work hard to influence others and change behaviours to help fight climate change. ; ; Workforce:; -Sustainability inductions; -Sustainability training ; -Staff campaigns ; -Volunteering opportunities ; -Family woodland tree planting; ; Suppliers:; -Supply-chain reviews ; -Sustainability training; -Blogs/ media content ; -Sustainability training ; ; Customers: ; -Sustainability Infrastructure Review; -Hardware Carbon-Assessments; -Circular-Economy support; -Sustainability training

  Covid-19 recovery

  COVID-19 ; Help local communities to manage and recover from the impact of COVID-19 with activities in the delivery of the contract which: ; Create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. ; - Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme; Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; -Phoenix Small Business Digital Skills Outreach programme – webinars supporting cyber security, accessibility and licensing.; -Phoenix VCSE Digital Skills Outreach Programme – webinars supporting cyber security, accessibility and licensing.; Support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.; -Phoenix Digital Skills Outreach Programme – Supporting people to access services services online e.g NHS app and Banking apps. ; Examples of our working with London and Quadrant Housing Association to deliver befriending calls for tenants who were lonely and isolated as a result of Covid19.; We have also worked with Liverpool City Council to promote employability courses to those left unemployed by Covid-19 and who are now in employment.; We provided free of charge IT service desk to 15 charities during the pandemic and have worked closely with them to support them with returning to full operation again.

  Tackling economic inequality

  Tackling economic inequality ; Create new businesses, new jobs and new skills with activities that, in the delivery of the contract: ; Create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation.; -60% of our supply chain are SME’s; -We are signatories and adhere to the Prompt Payment Code; -Host Dragons Den SME supply chain sessions for new suppliers to showcase their services for our customers.; Create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. ; - The Phoenix Employability Outreach Programme provide unique access to Microsoft Career Essentials digital literacy programme, career talks and employability advice.; Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors. ; -Graduate work placements; -Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme for certifications to skill up for roles in the IT sector.; -We work with our supply-chain to create job roles with shared apprenticeship heads and promotion to permanent employment.; Support educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications. ; -Apprenticeships whereby we aim for c.10 graduating apprentices and all are moved into permanent employment with Phoenix.; -Skills City Bootcamp where we deliver career talks and provide projects to 19+ year olds seeking to upskill for employment in the technology sector.; Influence staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.; -Our programmes are delivered in partnership with our customers, supply chain and workforce, including Career talks, mentoring and IT challenge activities.

  Equal opportunity

  Equal opportunity ; Reduce the disability employment gap with activities that: ; Demonstrate action to increase the representation of disabled people in the contract workforce. ; -We are certified Disability Confident Employers (level 2).; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We are exploring the use of the Voluntary Reporting Framework for understanding the disability makeup of the workforce.; Tackling workforce inequalities with activities that demonstrate action to identify and tackle inequality in employment, skills and pay in the contract workforce. ; - We focus on ensuring an inclusive and unbiased recruitment strategy, with unconscious-bias training, blind recruitment processes, and reviewing language and placement of advertisements. ; ; -All staff trained receive mandatory EDI training annually.; ; Various initiatives include ; -Signatories of the Race at Work Charter, ; -Disability Confident Committed Employer ; -Signatories of the Armed Forces Covenant; -Gender-Neutral toilets; -Prayer room; -Milk-pumping room; -Sponsor York Pride; -We have specific policies for Menopause, and LGBTQ+. ; -We have established an Accessibility-Centre-of-Excellence to display the latest technology ; -We monitor our workforce statistics and report on them:; Gender 65% male /35% female (industry-average 20%); Ethnicity 5.6% (local-area 3.9%); Staff turnover 12.3% (industry-average 13.2%); Using the Voluntary Reporting Framework, we are working on what and how we can report metrics around disabled people in the workforce, including those with hidden disabilities. ; ; We have been recertified as a Great Place to Work™ and UK's Best Workplaces™ for Women.

  Wellbeing

  Wellbeing ; The mental health and well-being (MHWB) of our staff is of the utmost importance to us and our MHWB Policy aims to provide a working environment that promotes and supports the MHWB of all employees. ; Activities that demonstrate action to support the health and wellbeing, including physical and mental health, in the contract workforce at Phoenix include: ; -We utilise different resources not least those from Mental Health at Work Commitment, NHS Every Mind Matters, and the MIND employer toolkit to improve our employee MHWB programme. ; -All our staff heavily discounted private health insurance includes mental wellness. Plan members access a range of health treatments including face to face counselling and cognitive behaviour therapy. ; -Phoenix invests in the St Johns Ambulance Mental Health First Aid training course to ensure we have MH first aiders in the business and the skills to address MH in the workplace. ; -The new challenges the pandemic has raised, on our employee’s MHWB, has led to the creation of a staff network group who meet monthly, to ensure that all we do and say truly covers all aspects of MHWB. ; -All employees are given a monthly wellbeing hour to take for their own personal time and are also supported with monthly tea and toast sessions discussing and normalising MHWB topics.; ; We influence staff, suppliers, customers and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We have established an Accessibility-Centre-of-Excellence to display the latest technology to the workforce, supply chain and our customers; -We deliver digital accessibility training to customers; -We are sponsors of the Neurodiversity Awards

Pricing

• Price: £1.00 to £2.50 a user
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free 14 day fully featured trial.
• Link to free trial: https://phoenixs.cloudcoverservice.co.uk/Signup

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.