TRUSTMARQUE SOLUTIONS LIMITED

Trustmarque SafeGUARD Back-Up as a Service

Unifying Backup & Recovery, DR, Archiving and Search, SafeGUARD provides a highly secure data management service to protect all your data. Eliminating the burden of performing traditional local backups, the service offers centralised visibility of all data and allows you to stream your data on demand from backups and archives

Features

• Rapid restore and recovery
• Deduplication to reduce transmitted and stored data volumes
• Located in UK Data Centres
• Advanced Malware detection
• Encryption (AES-256) to secure your data in the cloud
• Archiving and search functionality
• Centralised management console for ease of management
• Automated reporting including exception-reporting
• SaaS Backup for Microsoft 365 and Salesforce
• Options for local copies of data

Benefits

• Eliminate downtime. Instant Data provides on-demand access to data
• Reduced backup window through advanced data reduction techniques
• Reduced operation effort with simple ‘set and forget’ backups
• Reduced bandwidth and low system overhead via data reduction techniques
• Management console providing single point of view for all data
• Simple, transparent pricing, no bandwidth charges, no hidden costs
• Reduces primary storage requirements through automated archiving
• Reduced maintenance overhead through automatic software updates
• Recover anything, anywhere and at any time
• Supported by data management specialists with experience since 1988.

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

491209898754125

Contact

Trustmarque Bids Team
0845 2101 500
tenders@trustmarque.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: An installed client software agent is used to protect devices running supported operating systems and applications. Please refer to the system requirements and compatibility matrix.
• System requirements:
  • Internet connectivity
  • Backup software client installed on a supported operating system
  • Resource availability (low) on systems to be protected

User support

• Email or online ticketing support: Yes
• Support response times: Subject to an agreed SLA.
• 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 support is included as part of the service. Please refer to the Service Definition Document and End User Agreement. Users can upgrade if required to Support Advantage, which offers 24/7 support, a Technical Account Manager and agreed levels of on-site resource. Please contact Trustmarque for further information on Support Advantage.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A technical adviser from our dedicated Support team will provide the relevant advice as to the most efficient way to on-board the End User in pre-agreed and defined timeframes. All relevant software, training and support to run and maintain the Service will be provided by Trustmarque. For further information, please refer to the Service Definition Document.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: All data is fully recoverable for up to 30-days after contract ends. Longer terms can be negotiated.
• End-of-contract process: All data is fully recoverable for up to 30-days after contract ends. Longer terms can be negotiated.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Windows
  • Other
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The default graphical user interface of the SafeGUARD software can be replaced completely with customised branding and UX design through the API whilst maintaining the full functionality of the software. SafeGUARD comes complete with a full reporting suite and centralised management console, all of which can be accessed through the extensive API.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The service is underpinned by a scale out infrastructure which is scaled ahead of being needed so there is always availability to support demand. As the infrastructure scales, it scales in both performance and capacity. A comprehensive Service Level Agreement (SLA) is offered to Customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Memory
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Redstor - https://www.redstor.com/

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: TBC
• Data export formats: Other
• Other data export formats: TBC
• Data import formats: Other
• Other data import formats: TBC

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: The SafeGUARD software fully encrypts the Customer’s data using 256-bit AES encryption and transfers the Customer's fully encrypted data via any TCP-IP enabled network connection over TCP port 443. Data is encrypted before leaving the Customer’s device in relation to which the Service is provided and remains so until recovered by the Customer.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Trustmarque uses reasonable endeavours to provide the Services in accordance with the Service Level Agreement which is that the Service is available at a minimum of 99.5% per month. In calculating availability, no account shall be taken of time the Service is unavailable due to any installation work or due to any maintenance in relation to the Service. If Trustmarque fails to achieve the Services Level targets specified for the Service, the End User may claim a credit (limited per month) based on the monthly recurring charge for the Service. Please refer to Schedule 3 - Service Level Agreement in the SafeGUARD End User Agreement for further details.
• Approach to resilience: The data centres provide high levels of uptime. Ensuring electricity is always available, the primary data centre facility provides a minimum of N+1 power redundancy, meaning every mission-critical component has at least one backup power feed that kicks in when there’s an outage. Data centres also have enough fuel on site to provide 24 to 48 hours of emergency power using backup generators with guaranteed fuel delivery.
• Outage reporting: Any outages are reported to Customers via email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: One set of security credentials (account name, password and encryption key) is required for each device, and the security credentials may not be shared between devices. Security credentials include an encryption key. The key can be combination of alphanumeric characters of the customer’s choosing and is used when the encryption algorithm encrypts files to keep data confidential. Without the key, no one can access the data.
• Access restrictions in management interfaces and support channels: The management interface offers role based access meaning you can restrict each user to allow only the functionality required. An audit trail allows tracking of changes made by different users.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

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: Less than 1 month
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Between 1 month and 6 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: S3 is ISO9001 and ISO27001 accredited and as such adheres to the policies and procedures set out under these schemes.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Further information can be provided upon request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Further information can be provided upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Further information can be provided upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: Further information can be provided upon request.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: TBC

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A 14-day unlimited, full version, free trail is available on request.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Friday 22 November 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Wednesday 25 September 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: Tuesday 16 July 2024
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 770b0286-b62f-4d8f-a3f8-44b33577be73
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 27d50e1f-0a8d-4755-b0dc-4b1183227761
• 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

    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • 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
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

  • 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
    • 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

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.