telent Technology Services Ltd

Telent Cloud Services - BaaS Managed Backup and Recovery

Telent Cloud Services Backup as a Service (BaaS), is an add-on to our IaaS platform service. Backups, changes to the standard backup schedule, and restores via a support ticket. Long term archive (on Geo resilient Object Storage) and DR failover requirements can also be delivered as additional chargeable add-ons.

Features

  • Highly secure Tier 3 datacentres
  • UK data sovereignty and all support UK based
  • PSN compliant platform
  • 24x7x365 Fully managed support
  • True multi-tenant Veeam environment integrated with VMware vCloud
  • High speed storage front end, high availability object storage backend
  • Backup of Telent Cloud Services IaaS and PaaS
  • High throughput Content Delivery Network infrastructure for fast restore

Benefits

  • Suitable for Official Sensitive environments
  • High service availability through Active-Active platform architecture
  • Receive pre-sales design support to optimise backup processes
  • Compliance backup support including Grandfather father son
  • Storage pricing with discounts for larger sizes and longer terms

Pricing

£0.05 a gigabyte a month

  • Education pricing 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 salessupport@telent.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 0 7 6 6 2 9 2 1 2 8 1 7 1 2

Contact

telent Technology Services Ltd Sales
Telephone: 01926693000
Email: salessupport@telent.com

Service scope

Service constraints
Telent Cloud Services BaaS, is a fully managed, UK operated, supported, and hosted add-on to Telent's IaaS and PaaS platform service.
Telent standard or customer defined backup schedules and retention are configured and maintained wholly by Telent.
The customer can request ad-hoc backups, changes to the backup schedule, and restores with a support ticket initiated via an email or telephone call to the Telent service desk.
System requirements
  • Virtual machines running in a Telent Cloud Services tenancy
  • Any application on the above
  • Any filesystem on the above

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response SLA's vary depending upon severity of the ticket. We aim to respond between 15 mins and 2 hours. Depending upon security classifications we may guide customer to use our ticketing portal.
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
Telent's standard support includes 24x7 access to our Service Desk, Customer Service Managers and our support engineers. Core working hours for fault resolution are 09:00 - 17:00 every weekday with Priority 1 (Critical) faults addressed 24x7x365.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We make it easy to on board your services through Telent’s ITIL aligned and ISO20000 accredited transition process. We utilise Customer Readiness Checklists and Acceptance Criteria to ensure a smooth on boarding takes place. Telent’s operational support teams are also briefed to enable Knowledge Transfer about your service. Once successfully on boarded, Telent’s 24/7/365 operational support and management will be active.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Microsoft Powerpoint (.ppt)
  • Microsoft Project Plan (.mpp)
End-of-contract data extraction
Users are able to extract their data themselves at the end of the contract. We are also offer optional services to extract data on their behalf.
End-of-contract process
We make it easy should you wish to off board services from Telent. Utilising the same principles and processes as on boarding, we ensure that you have everything you need prior to the service ending.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Constant monitoring and continual capacity reviews, no overbooking and quality of service measures are applied to ensure that users cannot impact on other users service. Veeam is a multi user environment, the client's BaaS environment has access only to the resources allocated to them.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • Number of active instances
  • Other
Other metrics
  • Backup job status and run time
  • Storage capacity consumed
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to 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
No
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Data at rest is encrypted using FIPS140-v2 cryptography standards
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Operating Systems
  • Applications
  • Any virtual machine running in a Telent Cloud Services tenancy
Backup controls
The customer can request ad-hoc backups, changes to the backup schedule and restores with a support ticket, initiated via an email or telephone call to the Telent service desk.
Datacentre setup
Multiple datacentres with disaster recovery
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
There is no connectivity from the buyers network. Backups are done over a private network in within the Telent hosted IaaS tenancy.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Data within the network is segregated between user networks by vxlan, protected by distributed firewall and encrypted with MACSEC over links between datacentres. All data at rest is also encrypted.

Availability and resilience

Guaranteed availability
Availability up to 99.999%. Please refer to our Service Definition document for full details of our SLA.
Approach to resilience
Our VEEAM service is hosted across two separate datacenters. Data at rest is stored short term on Disks using Raid 60 for resiliance. Data is relocated on a schedule to a geographically resilient HPE Scality Object storage ring
Outage reporting
Unplanned service affecting outages will be communicated to the key stakeholders by email in every instance, and via telephone for Major incidents using the distribution list approved during service transition. Planned outages will be communicated through the change management process.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
There is no direct user access to the BaaS environment.
The user can request ad-hoc backups, changes to the backup schedule and restores with a support ticket, initiated via an email or telephone call to the Telent service desk.
Access restriction testing frequency
At least once a year
Management access authentication
Other
Description of management access authentication
There is no direct user access to the BaaS environment, all management of the environment is delivered by Telent
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 have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
BSI
ISO/IEC 27001 accreditation date
23/05/2018
What the ISO/IEC 27001 doesn’t cover
All personnel are covered by the certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
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
We have a Full time Security Officer and appropriate policies are promulgated throughout the business supported by our CEO.

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
Telent have well established change and configuration management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 standards. Our change management team ensure all activities are covered by Request For Change records and our weekly Change Advisory Board is attended by both technical and service managers. Collectively, this ensures that all configuration and change activities are delivered with no impact to systems and services.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
The Vulnerability Intelligence Process (VIP) is an integral part of the Baseline Security Policy which contains the technical guidelines for the secure development, release and sustaining of the company’s products.

1) Product planning and design: Threat and risk analysis to determine the essential security requirements.
2) Product development and test: Penetration tests to discover implementation vulnerabilities and to verify the hardening of the default system configuration.
3) Installation and start of operation: Hardening guides to support the configuration of the systems.
4) Operation and maintenance: Proactive Vulnerability Management to identify, analyze and resolve vulnerabilities.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
The following sources are monitored for security vulnerabilities:

1) Vulnerabilities that become known to the public through various sources, especially through software vendor advisories, CERT and governmental organizations, and professional vulnerability information service providers.
2) Results of internal security assessments.
3) Vulnerabilities reported by external security researchers/customers.
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
Telent have well established incident and major incident management processes and policies aligned to ITIL best practices. Our processes and policies are accredited to the latest ISO20000 and ISO27001 standards. Incidents are managed by our 24x7 Service Desk, utilising a central ticketing ITSM system to capture and store incident information. Our processes ensure all incidents are comprehensively progressed from opening through to resolution, regardless of how the incident is generated. Incidents may be generated by Telent support engineers, customers or via our automated monitoring system.

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
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
Other
Other virtualisation technology used
Veeam integration with Vmware vCloud Director
How shared infrastructure is kept separate
The Telent Veeam deployment is a multi user environment, the clients BaaS environment has access only to the resources allocated to them, and can only use their own storage container.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Telent partners with Equinix who have been granted ‘Corporate Participant’ status in the European Commission’s voluntary Code of Conduct for data center energy efficiency and environmental management.

The company, which operates 30 data centers across Europe, submitted data and best practice responses for seven of its International Business Exchange™ (IBX®) data centers including the UK, demonstrating compliance.

Social Value

Equal opportunity

Equal opportunity

Telent promotes a culture of diversity and ensures equality of opportunity by building respect, dignity and appreciation, valuing everyone as an individual and creating an environment where individuals can realise their potential. Equality, Diversity and Inclusion (EDI) are core elements of Telent’s brand as reflected in Telent’s behaviour framework and employees have a responsibility to demonstrate behaviours that support these principles.

EDI Policy & Code of Practice

Our Equality Diversity and Inclusion (D&I) Policy sets out Telent’s EDI objectives in respect of employees, suppliers and contractors reflecting current legislation and covering protected characteristics including race, gender, disability, age, faith and sexual orientation.
Our EDI Code of Practice sets out implementation of the policy in all aspects of employment, particularly recruitment, as well as business operations.

Local Opportunities

Telent is committed to adding measurable value to the communities we operate in. We have a strong track record of making positive contributions to improving the economic, social and environmental wellbeing of local communities. We have already set sustainability objectives and targets which closely reflect those of our customers. We will monitor and measure our performance through meaningful KPI’s, regularly reviewing progress against our objectives.

Pricing

Price
£0.05 a gigabyte a month
Discount for educational organisations
Yes
Free trial available
No

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