Digital Space Managed Services Ltd

Backup as a Service (BaaS)

Backup as a Service (BaaS) provides fully managed and self-managed options. The protected virtual Windows guests, virtual Linux guests and/or IBM i LPAR(s) can be on-premises, Private Cloud or Public Cloud. The backup repository can be located on-premises, Private Cloud, Public Cloud or all three.

Features

• Physical and virtual guest support Windows and Linux
• Support for IBM i LPAR
• Multiple sources and repositories available (on-premises or Cloud)
• UK Data Sovereignty - Digital Space backup repositories are compliant
• Backups are compressed and de-duplicated for optimal storage
• Encrypted backups to provide secure backups
• Immutable backups for protection against ransomware
• Backup repositories on disk and removable media
• Restoration Testing
• Fully managed or self-managed available

Benefits

• Simple integration with Disaster Recovery / Business Continuity solutions
• Simplified management through a single console
• Achieving your Recovery Time Objective (RTO) with this service
• Achieving your Recovery Point Objective (RPO) with this service
• Highly resilient when using multiple backup repositories
• Minimises impact to data loss or corruption
• Provides scalability and performance, keeping data safe
• Offers broad platform support for greater flexibility
• Ensures compliance and security, protecting data
• Tailored service through fully managed or self-managed options

• Education pricing 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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

524027928799711

Contact

Afsheen Shaikh
0333 220 0222
afsheen.shaikh@digitalspace.co.uk

About your service

• Service categories:

  Systems Infrastructure Software

  Storage

  Data replication and protection

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

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Cloud Migration, Cloud Managed Service, Cloud Brokerage
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Customer must use Digital Space for all calls to 1st line support including self-managed and fully managed service. This is a requirement imposed by Veeam licensing agreement.; ; Support is provided remotely by UK staff.
• System requirements:
  • System must have virtual Windows/Linux guests and/or IBM i LPAR(s)
  • Stored in data centre, Private/Public Cloud or all three.

User support

• Email or online ticketing support: Yes
• Support response times: All Customer requests are given an initial response within 15 minutes by our Network Operations Centre staff who man the NOC 24x7x365. For a fully managed service, this response time applies 24x7x365. For a self-managed service, the response time applies Monday – Friday 08:00-18:00, excluding public holidays.
• 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: There are two (2) support windows for this Service:; ; • Fully managed – 24 hours a day, 7 days a week and 365 days a year.; • Self-managed – 08:00 to 18:00 UK time Monday to Friday excluding UK Public Holidays.; ; The specific support window(s) for this Service will be listed on the Order Form.; ; The Service Level Agreement (SLA) for the service is:; • P1 - 24x7x365 – Target time for resolution (TTFR) – 4 hours; update frequency 30 minutes; • P2 - 24x7x365– TTFR – 8 hours; update frequency 4 hours; • P3 – Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 24 hours; update frequency 1 working day; • P4 - Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 48 hours; update frequency 1 working day
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We will:; • Place orders for service components captured in the order form; • Provide virtual and/or physical resources for implementation of the service; • Implement and configure backup network connectivity; • Provide and deliver backup licences; • Run internal acceptance tests to confirm environment is ready.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats:
  • Service Schedule & Service description
  • Manual guides to the solution
• End-of-contract data extraction: Customer or Digital Space provides an external drive and Digital Space will copy data across and return it to the customer.
• End-of-contract process: Access to the Veeam platform will be revoked as well as data deleted once copies have been provided to the customer. Once data has been provided to the customer, backup jobs and agents will be deleted as well as the data.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The customer will have access to a portal via a web browser. In the portal the customer can see reports for jobs to ensure backups are running as expected.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: N/A
• API: No
• Customisation available: No

Scaling

• Independence of resources: Customers can avoid demand from other users by providing a dedicated repository and as standard, Veeam limits the amount of concurrent requests at one time.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers will be provided with reporting that contains backup success and failure rates, storage usage and backup efficiency.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: IBM and Veeam

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: The customer or Digital Space will provide an external Hard Drive and Digital Space will copy the data across and return it.
• Data export formats: Other
• Other data export formats: Veeam Backup File
• Data import formats: Other
• Other data import formats: Veeam Backup File

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: The Supplier shall provide the Services at the monthly availability target of 99.999% (based on a standard 30-day month).; ; Digital Space will ensure the uptime by proactively monitoring the solution’s platform and take suitable measures to ensure the customer is not affected by unexpected downtime.
• Approach to resilience: Available on Request
• Outage reporting: There is a Customer Portal where customers will be notified of any outages, as well as via email from our monitoring platform.; ; Customers will receive automated, proactive emails alerting them of outages and potential service degradation.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given, providing access to data and information at a license level. Policies and Training are given to ensure staff understand how to comply, including dedicated GDPR training. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials; Cyber Essentials Plus; ISO 27017 Cloud Security
• Information security policies and processes: Digital Space operates Information Security Management System (ISMS) in accordance with ISO 27001, providing the framework for all information security policies and processes.; ; We maintain policies and procedures aligned with the standard’s controls, covering critical areas including access control, cryptography, physical and environmental security, supplier relationships, incident response, business continuity, asset management and compliance obligations.; ; Key processes:; ; • Formal risk assessment and treatment reviewed in a monthly risk forum.; • Mandatory security awareness training for all staff, including phishing awareness simulations.; • Documented incident management and response procedures with post-incident learning.; • Regular internal management reviews, and independent external surveillance audits.; Our Head of Security has direct accountability for the ISMS and reports to the Head of Platforms, who in turn reports to the Chief Operating Officer (COO). This structure ensures security risks and decisions receive executive visibility and sponsorship.; ; Policy adherence is maintained through:; ; • Clear control ownership and accountability. ; • Automated and manual monitoring of key controls.; • Control self-assessments and internal review programmes.; • Integration of security into change management, procurement and HR processes.; • Disciplinary measures for non-compliance.; ; This multi-layered approach, underpinned by ISO 27001 certification, ensures Digital Space maintains an effective information security governance process.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested and require no further authorisation. ; ; Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including from the Architecture, Operations and Support departments, to ensure full impact is considered and mitigated where appropriate, including security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: All production software goes through security review and testing pre-production, including penetration testing using multiple tools. Any security issues found are remedied before release. For post release, additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). ; ; For these systems, the speed of patch deployment depends on the criticality. ; ; SLAs: ; • Critical within 24 hours; • High within 7 days; • Medium within 30 days; • Low within 90 days.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a very experienced, security cleared team and we run a 24/7 rules-based monitoring system that helps us to track and resolve incidents before they affect services. In the event that the service is compromised, Incidents are acknowledged and actioned within 24 hours and isolated to prevent further compromise to the system.; ; Updates on incidents are provided through the customer portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incidents can be reported through the internal Network Operations Centre, which manages all types of incidents, including service/security incidents, whether proactively detected or reported by customers through defined service management processes. ; ; Senior management are notified and the scope of the incident is assessed. Updates on incidents are provided through the Customer Portal. Notification processes are operated in parallel to incident resolution if ongoing. Security incidents or service outages result in an RCA process including cross-functional reviews, resulting in a customer-facing incident report which is provided by Digital Space.; ; Incidents can be logged either by email, phone or the customer portal.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

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

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 10 April 2025
• 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: Alcumus ISOQAR
• ISO 9001 accreditation date: Thursday 10 April 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 881ef178-c69f-40e4-b6f2-717688b3ef8a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D8592b31-0f5b-4b81-838c-bb45c83e9ab2
• Other security certifications: Yes
• Any other security certifications: ISO27017

Social value

• Section B - Commitment for Future: Delivery:

  • 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

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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.