Phoenix Software Ltd

VMware Live Recovery

VMware Live Recovery offers VMware LiveCyber/Site Recovery. VLCR is an on-demand solution that provides cyber and data resiliency to VMware virtual machines by replicating and recovering them quickly to a target cloud in case of a natural disaster, ransomware attack, or other unplanned disruption of your production datacenter.

Features

• vSphere virtual machine replication with 15-minute RPO
• DR test, failover and delta-based failback with full-featured DR orchestration
• Granular file/folder/VM level recovery
• Variable retention schedule going back days/weeks/months/years
• Next-gen antivirus and behavioral analysis to contain ransomware attacks
• Instant recovery using Live Mount capability
• Quarantined recovery environment with network isolation to prevent reinfection
• Zero-touch day-2 lifecycle operations (upgrades, patching, etc.)
• Cloud-based Disaster Recovery portal

Benefits

• Quickly recover workloads from disaster recovery, ransomware, and other outages
• Perform behavioral analysis in an isolated environment to prevent reinfection
• Zero-in on the right point-in time from which to recover
• Spin up a recovery SDDC only during testing or failover
• Simplify workflows for testing DR plans and for outage preparedness
• Automatic compliance checks every 30 minutes
• Easy VM or file-level operational restores
• Enable uniform processes to administer private and public cloud environments

£327 a virtual machine a year

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

166460481905971

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Service constraints: No
• System requirements:
  • VMware vCenter must be 7.0 or later
  • VMware vCenter 7.0U3 or later for high-frequency snapshots (<4hr RPO)
  • At least 8GHz reserved vCPU capacity in production site
  • At least 12GiB of vRAM reserved in production site
  • At least 100GiB of virtual disk space in production site

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: VMware Live Recovery support SLAs are listed herehttps://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/docs/vmware-live-recovery-sla.pdf . Accessibility specific tickets can be filed here: https://www.vmware.com/help/accessibility.html
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: VMware Cloud Disaster Recovery provides 24/7 production level support as; part of the service at no additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a range of resources to help to startusing VMware Live Recovery. These include comprehensive documentation (in multiple formats), introductory videos, hands-on labs, access to a large ecosystem of partners and support from the account teams. Recommended starting point for all new users:https://docs.vmware.com/en/VMware-Live-Recovery/index.html
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Replication of data to and from VMware Live Cyber Recovery is fully managed by the customer. Documentation exists along with additional tools and services to facilitate the replication, cloud failover, and failback of data. VMware Live Cyber Recovery stores customers data in an industry accepted virtual machine format and VMware vSphere natively supports the Open Virtualization Format (OVF), making it simple to download, clone, migrate, copy, port or transfer workloads between environments. User scan restore data from all the VM snapshots stored in the VMware Live Cyber Recovery file system back to their production site using the built-in failback workflow or individual VM restore capability.
• End-of-contract process: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/agreements/vmware-cloud-services-guide.pdf . Please refer to the section for VMware Live Recovery for all contract details.

Using the service

• Web browser interface: Yes
• Using the web interface: VMware Cloud Disaster Recovery has two web interfaces: Global DR Console; and Orchestrator UI. The Global DR Console enables users to provision; Orchestrators (also known as "Recovery Regions") and to create subscriptions.; The Orchestrator UI allows users to consume VMware Cloud DR and includes; several disaster recovery orchestrator capabilities to automate the disaster; recovery process.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: The Broadcom Accessibility team has conducted testing on the product, evaluating its compliance with WCAG 2.1 level A and AA guidelines. The testing covered all product workflows, or user journeys, utilizing various mainstream accessibility-testing tools, including assistive technologies such as VoiceOver on Mac and NVDA on Windows and other tools. We have individuals who use assistive technology conducting the testing.
• API: Yes
• What users can and can't do using the API: [Feature in Preview] Users can use public REST APIs to query some basic information about their DR plan configuration: get cloud file systems, get protected sites, get protection groups, get protection group snapshots, get protected VMs, and get recovery SDDCs.
• API automation tools: Other
• Other API automation tools: Other
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: The VMware Live Cyber Recovery connector CLI* allows users to deploy and configure the connector on protected sites. Things users can do with the connector using the CLI: deploy the connector; configure the Connector; create a restricted vCenter user; register a restricted vCenter user; re-register a restricted vCenter user; run a connector connectivity check; run a connector performance check. *The CyberRecovery connector is a stateless virtual appliance that enables replicating VM snapshot deltas from a protected site to the cloud filesystem, which are used for recovery operations.

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: There is both capacity and network level isolation between different customers' environments to prevent users and customers from accessing resources not assigned to them. Each customer's VMware Live Cyber Recovery deployment -consisting of at least one Orchestrator component and one Cloud File System component - resides in a completely separate cloud account with its own dedicated compute, memory, networking, and storage resources. This eliminates the potential for other customers to affect their workloads.
• Usage notifications: Yes
• Usage reporting: Other
• Other usage reporting: The service alerts users of reaching limits and provides suggestions via the CSP platform.

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • Number of active instances
  • Other
• Other metrics:
  • Logical storage capacity (in TiB) across all protected VMs
  • Breakdown of storage capacity and VMs for each Protection Group
  • Count of their total protected virtual machines
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: VMware by Broadcom

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Backup data and DR configuration data encrypted; at rest using an industry-standard AES-256; encryption algorithm
• 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: Virtual Machines
• Backup controls: VMware Live Cyber Recovery enables virtualmachine snapshots to be replicated to a datacenter location of the user's choosing. Whensetting up a DR plan, users can create protectiongroups, consisting of different virtual machines.Each protection group has its own policies forsnapshots, which includes snapshot frequencyschedule and retention. Virtual Machine diskimages are backed up as part of each snapshot.Multiple protection groups can be a part of anentire DR plan. More information on configuringprotection groups here:https://docs.vmware.com/en/VMware-Live-Recovery/services/vmware-live-cyber-recovery/GUID-5A3D6A65-EA38-4045-8BFA-556AFBAC9117.html
• 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:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: VMware will use commercially reasonable efforts to ensure VMware Live Cyber Recovery is available 99.9% during a given billing month. If the Availability of the Service Offering is less than the Availability Commitment, then you may request an SLA Credit. Availability in a given billing month is calculated according to the following formula: “Availability” = ([total minutes in a billing month – total minutes Unavailable] / total minutes in a billing month) x 100
• Approach to resilience: VMware by Broadcom has a Business Continuity (BC) Management Program describing how VMware will; respond to events that significantly disrupt our delivery of the Service Offering. VMware by Broadcom also has a Business Continuity Plan ("Plan") intended to identify what preparations must be made in advance of a disruption, as well as the steps to be taken when an event actually occurs. The Plan is reviewed periodically to determine which business processes are most critical and what resources - people, equipment, records, computer systems and office facilities - are required for operation. All documented plans follow an annual standard; maintenance and assessment schedule. Customer's cloud backups are persisted to durable cloud object storage that is replicated to at least 3 separate AWS availability zones. VMware Live Cyber Recovery Orchestrator and Cloud File System instances are stateless and; automatically restarted as new cloud compute instances within a short duration in case of any disruption.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces implement role-based access controls and require; members to authenticate against the corporate identity provider. It is also; possible to configure access restrictions based on the originating IP; address. Additional security and authentication mechanisms including the; use of time-based credentials are used to secure and monitor access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Devices users manage the service through:
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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 have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: KPMG
• ISO/IEC 27001 accreditation date: 31/12/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 26/04/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • SOC 3
  • ISO 27017
  • ISO 27018

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: VMware security policies are documented and available to; employees on an internal web site. Policies and procedures are; reviewed annually, updated as needed and retained for a; minimum of six years from the date of creation. VMware utilizes; a standard operating procedure repository to store an; extensive set of documented procedures. Detailed procedures; are defined for the following categories of functions:; information security, physical security, network availability,; HR, communications, risk/issues and service level customer; service. On an annual basis, VMware Cloud DR is audited by; third-party auditors for ISO 27001, SOC 2, SOC 3 and HIPAA.; Policy adherence is included as a part of these third-party; audits.

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: The VMware Live Recovery team has a comprehensive; development lifecycle and and change management system in place.; Continuous reviews and testing occur on the software development; pipelines for individual components. Approvals for any changes related to; each new release are documented explicitly in JIRA tickets. VMware; generates builds from approved components and runs these through BITs; (Basic Integration Tests), PVTs (Product Validation Tests), and Feature; Stress Lite Tests. Additionally, we run performance tests, feature stress; tests, security scans, vulnerability tests and System Tests at scale for; every cycle before any build is rolled out to customer environments.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: VMware has comprehensive vulnerability management program in place; which includes regular internal (at least quarterly) and third-party; vulnerability scanning and penetration testing. The VMware Security; Response Center (VSRC) leads the analysis and remediation of service; security issues. VSRC receives reports directly and monitors the; ecosystem for relevant security issues and works with VMware R&D to; develop and resolve issues. VMware Live Recovery has the; capability to rapidly patch vulnerabilities. Remediation efforts and; timelines are prioritized and applied using industry best practices. For; further details on the process and our commitment to customers, see the; VMware Security Response Policy; https://www.vmware.com/support/policies/security_response.html
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: VMware has a Security Operations Center staffed 24x7 and alerted on; security anomalies in the VMware Live Recovery environment.; VMware Live Recovery has several intrusion detection/prevention mechanisms in place and the service continuously collects and monitors the environment logs which are correlated with both public and private threat feeds to spot suspicious and unusual activities.; The customer is responsible for the security of the environment over which they have administrative level control. Details on the shared responsibility model employed by VMware Live Recovery are available here:; https://core.vmware.com/resource/vmware-cloud-disaster-recoveryshared-responsibility-mode
• 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: The process complies with industry standards for legally admissible chainof-custody and forensic-data-collection management processes and; controls. Response standards, procedures, methods are implemented; based on the severity level. If VMware determines that unauthorized; access to/use/disclosure of customer content, VMware will use; commercially reasonable efforts to notify customers, taking into account; any applicable law, regulations, governmental request. VMware will also; notify customers of a suspected breach of the infrastructure if that breach; occurred on a segment of the platform consumed by a customer, or in the; event of Denial of Service attacks. VMware does not monitor guest; workloads for such breaches.

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: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: There is both capacity and network level isolation between different; customers' environments to prevent users and customers from accessing; resources not assigned to them. Each customer's VMware Cloud Disaster; Recovery deployment - consisting of at least one Orchestrator component; and one Cloud File System component - resides in a completely separate; cloud account with its own dedicated compute, memory, networking, and; storage resources. This eliminates the potential for other customers to; affect their workloads.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: VMware Live Recovery utilizes AWS datacenters and; information about AWS & Sustainability can be found here:; https://aws.amazon.com/about-aws/sustainability/

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: £327 a virtual machine a year
• Discount for educational organisations: No
• Free trial available: No

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.