iomart Managed Services Limited

Avamar backup

Avamar Backup-as-a-Service is a fully managed offsite backup solution for servers, enterprise applications, and user devices. iomart provides a control panel to onboard new sources, orchestrate protection policies, and perform restores of protected data. All data is stored in the UK, and is encrypted in transit and at rest.

Features

• Backup from a range of sources
• UK located targets for backed up data
• Control panel driven administration
• Monitored, maintained and optimised by a team of experts
• Support from our engineers to recover your data
• Guidance and support from our backup consultants
• Simple and fast deployment
• All data encrypted in transit and at rest

Benefits

• Reduce risk of losing your data by outsourcing to experts
• Fully managed by an MSP with 20 years experience
• Configurable policies covering source, backup frequency, and data retention
• We'll get you back up and running quickly and efficiently
• We'll manage your backups and quickly act on any failures

£0.11 a gigabyte a month

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

Framework

G-Cloud 14

Service ID

559379572834412

Contact

Seema Griffiths
0800 040 7228
gcloud@iomart.com

Service scope

• Service constraints: Iomart's hosted Avamar backup service provides offsite encrypted backup via in-guest agent for the commonly deployed operating systems and applications (Windows, Windows Server, Linux Server, Microsoft SQL, Microsoft Exchange)
• System requirements:
  • Must allow in-guest agent deployment
  • Sources must have appropriate internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Service Desk provides 24/7/365 support, including weekends and holidays. Tickets are triaged within 15 minutes and addressed based on priority, in strict adherence to our SLAs, ensuring prompt and reliable resolution.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Iomart's Avamar backup service allows clients to self-manage their backups via our in-house control panel, but UK-based support is available 24/7 via iomart's ISO 27001 accredited service desk. ; On-boarding assistance can be provided at addiational cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Iomart provides documentation covering the use of the Avamar via our self-service portal, and our service desk are on hand to assist 24/7.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be extracted through multiple means as required by the customer. iomart can off-board data to an object storage location of the customer's choice and allow data in the backup service to age out, or delete snapshots depending on the protection policies applied.
• End-of-contract process: In the event that you wish to transition to an alternative supplier, iomart will work with you and the new supplier to ensure an efficient and seamless transition. Similar to our implementation process, our exit process will ensure that all stakeholders are engaged, risks are identified and mitigated, and that a clear programme of works is documented and communicated. Upon confirmation of transition, iomart will engage with you to create a scope of works and present a Services package that will ensure a successful move. The topics to be discussed include: Data migration, Simultaneous use (if needed), Handover of projects in progress (if applicable), Final period report(s), Final period invoice(s). You can be assured of minimal disruption during the transition, therefore allowing you to focus on business-as-usual activities.

Using the service

• Web browser interface: Yes
• Using the web interface: Iomart provide service desk support primarily via the iomart Control Panel. This web-based portal provides support, billing, user access management, asset management, and configuration management for certain products.; The control panel allows clients to download backup agents, configure backup protection policies, perform restores, and to view usage details.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The web interface is compatible with standard Windows accessibility options.
• Web interface accessibility testing: None.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Iomart's multi-tenant platforms are managed by our technology teams who monitor platforms for utilisation across storage, compute, and network bandwidth and following our Change Control policy deploy additional resources where required and before they have a service impact to customers.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics:
  • Success/Failed backup job status
  • Data growth / shrinkage trends
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK 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
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Physical servers
  • Virtual machines
  • Microsoft SQL Databases
  • Individual files
• Backup controls: Customers create Protection Policies based on their data to be protected, schedule, frequency, and retention requirements.Backups are forever incremental for filesystems, and can be full/incremental or differential for databases. Settings can be applied to determine when a policy should stop, and what to do when backup jobs fail.; ; Customers then create Protection Groups which include the objects to be protected as well as criteria for SLA, application consistency, and which protection policy they should use.
• Datacentre setup:
  • Multiple datacentres
  • Single datacentre
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9%
• Approach to resilience: All iomart UK datacentres maintain appropriate resilience and redundancy, including diverse power and connectivity with at least N+1 power redundancy via UPS and generators. All sites feature appropriate fire detection and suppression equipment with regular maintenance and testing of M&E facilities and operational controls carried out in line with iomart's business continuity management system which is accredited to ISO 22301: 2019. Additionally, iomart's network infrastructure is replicated across multiple sites.
• Outage reporting: Service interruption notifications by email and the iomart Control Panel.

Identity and authentication

• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to all service interfaces (for consumers and providers) is constrained to authenticated and authorised individuals. Remote management access is authenticated and directly associated to authorised individuals rather than group accounts. All managed systems monitored and access logged and tracked for auditing purposes
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
• 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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: ISOQAR
• ISO/IEC 27001 accreditation date: 27/10/2023
• What the ISO/IEC 27001 doesn’t cover: Iomart's Statement of Applicability excludes the following controls:; - A.6.1.4 Contact with special interest groups; - A.14.2.7 Outsourced development - iomart does not outsource software development; - A.14.3.1 Protection of system test data - only artificially generated data is used for testing purposes
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: One Compliance Cyber Ltd
• PCI DSS accreditation date: 23/02/2024
• What the PCI DSS doesn’t cover: Hosting provider:; - application / software; - hardware; - infrastructure / network; - physical space (colocation); - storage; - web; - security services; - share hosting provider; ; Managed Services; - systems security services; - IT support; - physical security; - other services (PCI Compliant Infrastructure as a Service)
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: NHS Data Security & Protection Toolkit

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; NIST; PCI DSS level 1 service provider; NHS Data Security & Protection Toolkit; UK GDPR
• Information security policies and processes: Iomart maintains a comprehensive information security policy framework and has implemented an information security management system which has been assessed and verified as meeting the requirements of ISO27001:2013 by a UKAS accredited certification body.

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: Iomart's configuration and change management processes have been developed in line with the requirements of ISO 20000-1:2018 and ITIL. Changes are assessed for potential security impact as part of this process which is also aligned with PCI DSS and ISO 27001.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Iomart manages vulnerabilities according to an ISO27001 aligned policy and maintains membership of a pre-public disclosure forums.; ; This approach also aligns with PCI DSS and Cyber Essentials.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Iomart Protective Monitoring process is aligned with ISO27001:2013 control A.12.4 which details:; • Event Logging; • Protection of log information; • Admin & operator logs; • Clock synchronisation; • Incident Management
• 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: Iomart incident management process is aligned with ISO27001:2013 control A.16.1 which details:; • The full incident management procedure; • Responsibilities & procedures; • Assessment of and decision on security events; • Response process; • Evidence collection; • Learning from incidents; ; This process also aligns with ISO 20000-1:2018 and ITIL.

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: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  iomart recognises the environmental impacts of our business operations and continually seeks to minimise this impact with a commitment to achieving Net Zero by 2050, or earlier. To control and reduce our environmental footprint, iomart implemented a sustainability and energy efficiency programme aligned with a number of the UN Sustainable Development Goals, specifically #13 – Climate Action, which aims to take urgent action to combat climate change. This programme complies with the requirements of ISO 14001:2015 and ISO 50001:2018, which form the basis of iomart’s Energy Management and Environmental Management Systems, respectively. As part of this programme, iomart: • Partners with Schneider Electric to establish carbon reduction targets and implement a roadmap to reduce our overall emissions in alignment with UK Government targets • Purchases Renewable Energy Guarantees of Origin (REGO) certified renewable energy across our entire UK data centre estate, resulting in a 99% decrease in total carbon emissions under the market-based reporting approach since our benchmark year of FY21 • Continues to meet the UK Government Streamlined Energy and Carbon Reporting (SECR) requirements, including energy use and carbon emissions information in its annual report • Carries out assessments under the Energy Savings Opportunity Scheme (ESOS), administrated by the Environment Agency to identify tailored measures to save energy and achieve carbon savings • Operates an ongoing programme of energy efficiencies across its data centre estate, including the installation of LED lighting and the upgrade of UPS battery power systems • Has relocated its headquarters to a more sustainable premises with green commuting encouraged • Maintains responsible business operations including recycling/segregation of waste, considering environmental factors during the procurement process and encouraging employee involvement in energy efficiency improvement initiatives • Is rolling out new initiatives to reduce environmental impact, including the installation of solar panels at its flagship data centre

  Covid-19 recovery

  iomart recognises the continued impact of Covid-19 on communities, businesses and staff. Having implemented a Business Continuity Plan aligned with ISO 22301 best-practice guidelines, iomart was able to seamlessly transition to a remote working policy for the majority of employees at the start of the global pandemic. Safe working practices were introduced for those working at our data centre sites to support Critical National Infrastructure during this time. Reflecting on this era, iomart recognised that many employees value the ability to work from home. In response, iomart introduced a hybrid working policy in order to balance the needs of the business with the flexibility for employees to work both from the office and remotely. As a managed services provider, iomart continues to provide the necessary infrastructure and support to many customers which allow them to offer their staff remote and hybrid working, enjoying the same benefits as many iomart employees. Having provided many customers with financial initiatives to delay invoice payments during the pandemic to help with their cashflow, iomart played a pivotal role in ensuring that a significant number of small and medium business continue trading today and continues to work closely with them to provide business-critical services. iomart continues to partner with the organisation Business Volunteers to support various charities within the local communities in which it operates. Through numerous volunteering engagements, iomart employees have supported a food-growing charity to encourage families to get outdoors, exercise and grow healthy food. They have contributed towards the rejuvenation of the site with a new seating space and raised beds, repairing compost bins and digging up areas that had overgrown. Our teams have also volunteered at a food bank warehouse, taking in food and household items and distributing parcels to local organisations that provide essential support to families, post Covid-19.

  Tackling economic inequality

  iomart takes its responsibility in this areas very seriously and is committed to acting ethically and with integrity in all of our business relationships. This commitment and subsequent efforts to operate responsibly are fulfilled through the operation of corporate governance processes and ISO-certified business procedures. iomart has implemented robust controls and checks, including continual monitoring, to ensure that there is no modern slavery or human trafficking in its supply chain or in any part of the business. We conduct internal risk and material assessments within our supply chain, requiring suppliers to undergo a due diligence process prior to product or service provision. Employees are paid fairly, with salaries paid directly into their own bank accounts. Cyber security risks are identified and managed via iomart’s Information Security Management System which is based on the requirements of ISO 27001, an internationally-recognised standard governing the protection of personal records and sensitive information. Conformity with this rigorous security standard is monitored continuously and assessed by iomart’s UKAS-accredited certification body, providing external assurance of the controls validated. iomart operates an Equality, Diversity and Inclusion programme which is aligned with the United Nations Sustainable Development Goal #8 - Decent Work and Economic Growth – which promotes sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all. Actions and initiatives to support this goal include: • Mentoring partnerships with MCR Pathways, supporting equality of education outcomes, career opportunities and life chances • Regular engagements with SmartSTEMs, a charity which aims to provide equity of access and opportunity for all young people to STEM education and career opportunities • Partnership with and recruitment via Generation, a non-profit organisation transforming education to employment systems to prepare, place and support people into life-changing careers that would otherwise be inaccessible

  Equal opportunity

  iomart is committed tackling workforce inequality. Closely aligned with the United Nations Sustainable Development Goal #5 - Gender Equality, which aims to achieve gender equality and empower all women and girls, iomart’s approach aims to shine a spotlight on diversity, inclusion, belonging and talent whilst ensuring our policies, recruitment and frameworks are free from bias. To achieve this, iomart: • Operates a diversity and inclusion strategy devised to reduce any real pay gap in the longer term, with an annual Gender Pay Gap report published annually • Has implemented measures to monitor key demographic data, which allows us to set targets to improve representation in key areas • Continues to refresh and expand our employee networks, working towards a gender balance of 30% female representation by 2030 whilst tracking diversity statistics to ensure informed decision making across the business. • Partners with Empowering You, an organisation aiming to build an empowered community of diverse, authentic and confident leaders who can inspire a meaningful and sustainable cultural shift that benefits their organisation, wider industry and society at large • Has implemented an Equal Opportunities Policy in accordance with the Equality Act (2010) • Provides training for managers to better understand neurodivergent and disabled employees’ needs • Publishes a statement on Modern Slavery in accordance with section 54(1) of the Modern Slavery Act 2015, reflecting iomart’s commitment and efforts to operate responsibly • Redacts demographic information from CVs to reduce unconscious bias during the recruitment process • Operates a flexible working policy to promote a healthy work-life balance whilst allowing staff to fulfil other duties outside the workplace such as childcare and supports them working to their individual strengths

  Wellbeing

  iomart promotes the wellbeing of our people though a number of employee benefits and initiatives that impact physical and mental health. These include: • An Employee Assistance Programme with 24/7 support • A cycle to work scheme, with Head Office facilities designed to encourage green commuting • Enhanced benefits with length of service, such as medical and dental cover • Neurodiversity training • Flexible and hybrid working policies to promote a healthy work-life balance This commitment to wellbeing is extended throughout our local communities whereby iomart actively participates in charity engagement and volunteerism. Through our partnership with Business Volunteers, iomart works with local charities to support strong, integrated communities. We began hosting Volunteer Days at our Glasgow and Manchester sites in 2021. We have cooked and served Christmas dinners vulnerable people in Manchester and volunteered at the Glasgow Community Garden Trust to support a food-growing charity in encouraging families to get outdoors, exercise and grow healthy food. Employees helped to rejuvenate the site with a new seating space and raised beds, repairing compost bins and digging up areas that had overgrown. Additionally, iomart worked with FareShare UK to help deliver food that would prepare 40,000 meals for people in need. To further promote the physical health and wellbeing of staff and the wider community, iomart seeks to develop more sustainable business operations intended to reduce its environmental footprint.

Pricing

• Price: £0.11 a gigabyte a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A trial is available in the form of a Proof of Concept.

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