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  1. Digital Marketplace
  2. Lot 1: Cloud hosting
  3. Backups as a Service
FirstServ Ltd

Backups as a Service

FirstServ's fully managed backup solution provides a fast, agent-less, transparent backup and recovery for your cloud dedicated servers. We can instantly restore exactly what you need, whether that’s the entire server, a particular file, a specific application or user data, providing effective disaster recovery and business continuity.

Features

  • 10 to 240 Bootable Images
  • Faster Server Recovery
  • File-Level Recovery
  • On-Demand Sandbox

Benefits

  • Instant restore
  • Daily or hourly backups
  • 10 day retention
  • Recover individual files
  • Replace entire server
  • 100% guaranteed recovery
  • Fastest recovery times

Pricing

£49 to £99 a server a month

  • Education pricing available
  • Free trial available

Service documents

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 seb@firstserv.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 9 0 1 3 2 6 6 5 4 2 5 5 0 6

Contact

FirstServ Ltd Sebastian Tyc
Telephone: 02030539704
Email: seb@firstserv.com

Service scope

Service constraints
No Service Constraints
System requirements
Require Cloud Based Server

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 15 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
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
Onsite support
Support levels
Our friendly support team are available 24/7 to monitor, advise and make requested changes to your infrastructure. We measure all response times via the myFirstServ support ticket system to ensure we deliver a fast and effective service that is second to none.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
- We provide online assistance to all customers
- KnowledgeBase a collection of commonly asked questions and their answers. The myFirstServ client area offers the user the choice of browsing through the articles in our KnowledgeBase by category, popular tags or searching based on keywords they enter.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Upon termination of the Agreement, for whatever reason, the Customer should:
- Cease to use the Services and any Software.
- Backup of all Customer's data.
- Erase any Software from the Customer’s systems and confirm to FirstServ that it has done so.
End-of-contract process
At the end-of-contract agreement FirstServ shall be entitled immediately to block your Cloud Server and to remove all data located on it. FirstServ will hold such data for a period of thirty days and allow The Client to collect it at its own expense, failing which we shall be entitled to delete all such data. At the Client’s request, FirstServ will copy such data to standard USB Pen Drive and make this available for The Client to collect after seven days following termination of the agreement at no cost to The Client. However, FirstServ make no guarantees or warranties with regards to the integrity of all such data.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
A VirtualCenter Management Server can centrally manage hundreds of VMware ESX hosts and thousands of virtual machines, delivering operational automation, resource optimization and high availability to IT environments. VirtualCenter provides a single Windows management client for all tasks called the Virtual Infrastructure client. With VirtualCenter, administrators can provision, configure, start, stop, delete, relocate and remotely access virtual machines consoles. The VirtualCenter client is also available in a web browser implementation for access from any networked device.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
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
  • Backups: Fully managed, 10 to 240 Bootable Images, On-Demand Sandbox
  • Backups: Faster Server Recovery, File-Level Recovery, Near-Continuous Data Protection
Backup controls
Faster Server Recovery: User can restore your entire server in minutes by booting it directly from the backup itself. This ground-breaking technology eliminates the need to extract the backup and copy it to production storage, providing faster recovery times.
Daily or hourly backups: User can choose from daily or hourly backups to protect their data, with a 10 day retention of files. Daily backups are taken overnight, whilst hourly backups provide 240 bootable images.
Datacentre setup
Single datacentre
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

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
  • Other
Other protection between networks
All buyer's that utilize dedicated networks have their own managed FireWall (with the ability to set dedicated VPN in order to access LAN infrastructure if in place) which strictly controls access to their infrastructure. This gives the ability of full infrastructure isolation and control access on port and protocol level (Whitelists, access by port and protocol etc).
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Network availability - 100% Infrastructure availability - 99.99% Availability is based on the total number of operating hours of a given calendar month and excludes planned and emergency maintenance. Service credits of up to 25% of the standard monthly support fee are payable for any month where the availability SLA is not met.
Approach to resilience
FirstServ have ensured their service delivery is resilient in terms of site loss and component failure.
Outage reporting
A public status page is available on the MyFirstServ website, which shows live status of our core network and infrastructure along with details of any incidents. Customer notifications are managed via our ticketing system accessible via MyFirstServ.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Each user can have policy-driven profiles applied to govern their level of access.
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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
Centre for Assessment
ISO/IEC 27001 accreditation date
18/01/2021
What the ISO/IEC 27001 doesn’t cover
All processes are covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
FIS Global
PCI DSS accreditation date
17/03/2022
What the PCI DSS doesn’t cover
N/A
Cyber essentials
No
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
FirstServ subscribe to and actively embrace ISO 27001. Our internal auditing process and the annual external audits ensure that the policies are being followed. Any breach of our information security policy is logged and escalated to the information security officer for a full and thorough review.

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
Change management system operational which documents all changes, responsible parties, time of change and senior-level sign off. All changes pass through a Change Advisory Board (CAB).
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability scan run once per month and critical vulnerabilities patched within 7 days. Additional vulnerability scan run after any significant change implementation.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Internally designed and developed threat monitoring system is run on all infrastructure.
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
ISO27001-complaint processes and systems for incident response are operational.

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
FirstServ's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.
Our datacenters provider accepted to be part of the 2016 EU Code of Conduct for Energy Efficiency in Data Centres. We worked with IT sustainability consultancy Carbon3IT to review all of their UK data centres for energy efficiency best practices and their alignment with the EU Code of Conduct. The review revealed that their data centres were already functioning in line with these standards.

Social Value

Fighting climate change

Fighting climate change

Firstserv takes its responsibilities towards the environment seriously, and we are committed to reducing our carbon footprint. We are pursuing green hosting policies, which in turn helps our customers to be greener themselves. Firstserv's Green Hosting has several components, including energy reduction, renewable energy sources, carbon offsets and recycling.
Equal opportunity

Equal opportunity

At FirstServ we believe in encouraging and fostering Equal Opportunities and Diversity to ensure that all job applicants, employees, suppliers and clients of the Company receive equal treatment regardless of race, colour, age, ethnic or national origins, religious beliefs, sex, trans-gender, sexual orientation, marital status, civil partnership status and disability. We also want to ensure that equality and diversity is integral to all our activities taking into account every stage of our work.

Pricing

Price
£49 to £99 a server a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Free trials are available to both new and existing customers for products that haven't previously purchased or trialed. Free trials are excluded from any SLA credits and are limited to 30 days’ based on a fair usage policy.

Service documents

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 seb@firstserv.com. Tell them what format you need. It will help if you say what assistive technology you use.