SOFTCAT PLC

Softcat Backup-as-a Service (BaaS)

Softcat's Back up as a service is a secure and scalable data protection Cloud Platform, enabling data recovery in the event of loss or corruption, as well as providing ongoing management, technical support and additional Service options.

Features

• Service Desk 24x7x365*
• Edge Device Solutions
• Backup data seeding Public Cloud Tennancy
• Encryption of Customer Data in Transit
• Support for Cloud Software-as-a-service applications
• Data retention
• Bandwidth throttling
• Configurable backup windows
• Online Backup, Management and Billing portal

Benefits

• 24x7x365 access to log support Tickets.
• Incident Management, Change Management and Problem Management (“Service Desk”)
• Deploying the newly provided Service and Supported Products (“Deployment Service”)
• Providing storage, protection of Customer Backup Data with optional features

£0.30 a unit

Service documents

• Pricing document

  ODS

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

Framework

G-Cloud 14

Service ID

560407645835963

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

Planning

• Planning service: Yes
• How the planning service works: Planning and implementation will be discussed with customer and bespoke solution agreed to meet buisness objective. As part of the Managed Service, Softcat will offer consultation and advice on the back-up environment as part of an initial workshop to explore and scope what may be required, as well as on an ongoing basis, to ensure that the Customer continues to receive the desired level of service quality suitable to their business needs. Follow through on any planning advice would be supported by the Customer's Softcat Account Manager.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Private Cloud, AWS and Azure

Training

• Training service provided: Yes
• How the training service works: Where applicable, the relevant training will be provided to the Customer during the Deployment Service engagement. An appropriate level of training for other End Users will also be agreed with the Customer, as required.
• Training is tied to specific services: Yes
• Services the training service works with: Backup as a Service (BaaS)

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The initial transfer (or ‘seed’) of the Customer Backup Data to the Cloud Platform can be a lengthy exercise. Under most circumstances the Customer Backup Data can be replicated to the Cloud Platform over the internet. ; Where this is not possible, due to either too much Customer Backup Data, or too little available internet bandwidth, the Service can facilitate an initial data seed, or bulk transfer, of data into the Cloud Platform. This is achieved by sending a Media Agent storage server to the Customer Site. The Customer Backup Data is transferred to the Media Agent and sent back to the Service datacentre where it is ingested into the Cloud Platform. ; Data seeding is delivered via a Professional Services engagement which will be outlined in a separate statement of works, which will be agreed by the Customer and Softcat.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Private Cloud, AWS and Azure

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Softcat does provide assurance on the Customer Backup Data. Service Credits will be awarded in relation to failure of backup jobs falling below defined thresholds. Customers will receive a service report via email to an agreed distribution list. The report will detail performance against pre-defined KPIs and SLAs.

Security testing

• Security services: Yes
• Security services type:
  • Security testing
  • Other
• Other security services: Details can be provided upon request
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications: Details can be provided upon request

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Softcat Services' Operations Centre provides 24x7x365 access to support for assistance, resolution or workarounds for a customers with BaaS via the Service Desk and our team of certified, dedicated Back up engineers. Communication is maintained through our online ITSM portal or via the Service Desk personnel, in additon to the dedicated Service Delivery Manager and Softcat Account Manager.

Service scope

• Service constraints: Anything not explicitly stated the Service Description is not included in the Service and therefore excluded. ; Softcat will accept no liability for any Service failure caused by any software, hardware, network, Force Majeure Event, or Service provided by any third party (including any internet service provider, telecommunication provider or other infrastructure provider).

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: "; Priority 1 24x7x365 <15 Minutes response; Priority 2 P24x7x365 <30 Minutes response; Priority 3 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response; Priority 4 M-F 09:00 – 18:00 (ex. Bank Holidays) <4 Hours response; "
• 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
• Support levels: "Priority 1 (P1) Incident Business impacted or imminent impact expected within 4 hours; full Customer Site outage; a business-critical system or Supported Product is not working; Customer cannot perform business critical functions; loss of revenue; risk of severe reputational damage; all End-Users unable to perform business critical roles.; Priority 2 (P2) Incident Partial Customer Site outage; loss of redundancy; a non-business-critical system or Supported Product is down; Customer experiencing a high degradation in service; risk to revenue generation; multiple End-Users unable to perform business critical roles.; Priority 3 (P3) Incident Single End-User issue that prevents them from performing business-critical elements of their role; multiple End-Users affected by an identical issue that does not prevent them from performing their roles; reduction in redundancy for business-critical systems. ; Priority 4 (P4) Incident Single User issue that does not prevent them from performing their role or a critical operation; Reduction in redundancy for non-business critical systems.; Service Request Service Request"

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: https://www.softcat.com/partners/featured-products/backup-as-a-service/

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 28 April 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £0.30 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  ODS

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