Arcserve UDP Cloud Hybrid
Cloud-based backup, disaster recovery, and long-term retention in a single air-tight package. Arcserve UDP Cloud Hybrid meets modern IT requirements with a single solution for cloud backup, off-site disaster recovery, and long-term retention. Offered as a service extension to Arcserve’s proven UDP software and appliances
Features
- Ensures your critical systems and data are fully protected
- Complete Backup & Disaster Recovery as a Service
- Extension of the Arcserve UDP Platform
- Secure End-to-End Data Protection
- Global Source-Side Deduplication
- Streamlined Subscription Based Licensing
- Peace of Mind - Dedicated 24/7 Support
- Secure offsite disaster recovery and DR testing
- Global source-side deduplication
- Highly efficient storage capacity and WAN bandwidth utilization
Benefits
- Supports D2D, D2D2T and D2D2C
- Automated DR testing with app recovery, RTO, RPO, SLA validation
- Fully integrated solution with cloud storage and DR full protection
- Windows and Linux, Cloud, Physical, VMware & Hyper-V, O365 data
- 256-bit AES encryption at source, in-flight, and in the cloud
- Data deduplication and compression at-rest and in-flight, WAN optimization
- Simple and cost-effective subscription licensing with No hidden costs
- VM spin-up in the cloud in the event of disaster
- Instant recovery of VMs with access through secure VPN
- Optimized performance for mission-critical workloads with 24/7 support
Pricing
£500 to £1,500 a licence a year
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
6 9 2 4 8 8 0 1 5 9 8 1 1 0 4
Contact
BECHTLE LIMITED
Public Sector
Telephone: 01249 467900
Email: publicsector.uk@bechtle.com
Service scope
- Software add-on or extension
- Yes, but can also be used as a standalone service
- What software services is the service an extension to
- Arcserve UDP and Arcserve UDP appliances can be used with the Arcserve Hybrid Cloud service.
- Cloud deployment model
-
- Public cloud
- Private cloud
- Community cloud
- Hybrid cloud
- Service constraints
- Would need to be discussed
- System requirements
-
- Windows Server 2008R2 to 2019
- Windows Workstation 7 to 10 for Workstation backup
- IE9 to 11, Google Chrome 24 or above, Firefox
- Linux for backing up Linux only
- Hardware requirement for Console: 1Ghz CPU or higher
- Hardware for RPS server: 4Core CPU, 2.7GHz or faster
- Agent Hardware requirement: 1GHz CPU or faster and 2GB RAM
- Full system requirements can be found here:
- http://documentation.arcserve.com/Arcserve-UDP/Available
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Customer to register and use our support portal. customers can manage cases and they can open / update cases. The level of support is defined in our support policy.
- 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
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- The chat process is a text chat and customers can type their queries and response will be through text chat visible to customers. (no audio / video )
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
- Arcserve provides 24/7 support Hardware and software solutions
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- All documentation is available online. We have a free one day onboarding boot camp and we have a paid for four day course for administrators.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Customers have 30 days to download or replicate their data using the Arcserve Cloud Console. Customers can also renew the contract annually.
- End-of-contract process
- In the event of termination of this Agreement for any reason during the Standard Term, Arcserve will: (i) make not less than a commercially reasonable effort to provide Customer access to all Customer Data stored on the Arcserve equipment for up to 30 days (or such longer period as mutually agreed to by the parties, and unless specifically requested to delete Customer Data sooner); and (ii) use commercially reasonable efforts to transfer, at Customer’s sole expense, such Customer Data to Customer or Customer’s designated service provider. Notwithstanding any terms to the contrary in this Agreement, after such period, Arcserve will have the right (but not the obligation) to destroy all such Customer Data. Notwithstanding any terms to the contrary in this Agreement, if Arcserve receives a notice from Customer requesting the deletion of Customer Data during the Trial Term or the Standard Term, Arcserve will use commercially reasonable efforts to promptly delete such Customer Data.
Using the service
- Web browser interface
- No
- Application to install
- Yes
- Compatible operating systems
-
- IOS
- Linux or Unix
- MacOS
- Windows
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Only Windows workstations and Desktops are supported.
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
- Users are unable to do anything outside of backup and restore with our powershell CLI. Our API requires an NDA for use and it requires java or .Net expertise.
- API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- No
Scaling
- Independence of resources
- Each customer has access to their own dedicated cloud instance which is not shared with any other customer. Our cloud has numerous gigbit links
Analytics
- Service usage metrics
- Yes
- Metrics types
- We will report on how much data is being backed up from office 365 and the backup status of Office 365 data
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Arcserve
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- 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
- European Economic Area (EEA)
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Supplier-defined controls
- Penetration testing frequency
- At least every 6 months
- Penetration testing approach
- In-house
- Protecting data at rest
-
- Physical access control, complying with SSAE-16 / ISAE 3402
- Physical access control, complying with another standard
- Encryption of all physical media
- Other
- Other data at rest protection approach
- All data is protected by comprehensive 256 AES encryption
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Data can be replicated or downloaded back to an on-premise appliance or a Windows Server with Arcserve software installed.
- Data export formats
- Other
- Other data export formats
- Data can be restored in its present format.
- Data import formats
- Other
- Other data import formats
- Data is backed up in its present format.
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- Other
- Other protection between networks
- Replication between datacentres and internally is SSL/TLS. We use AES 256 bit encryption for data at rest. Our console uses SSL. Moreover, HTTPS encryption is used for all replication and management traffic. During installation of Agent/Console/Proxy nodes ensure that HTTPS is configured.
- Data protection within supplier network
- Other
- Other protection within supplier network
-
Replication between datacentres and internally is SSL/TLS. We use AES 256 bit encryption for data at rest. Our console uses SSL. Cloud datasheet here. Moreover, HTTPS encryption is used for all replication and management traffic. During installation of Agent/Console/Proxy nodes ensure that HTTPS is configured.
All customer data is encrypted using AES256 algorithm before being written to storage. All sensitive information in meta data is also encrypted using AES256 before they are written in any file / database.
Availability and resilience
- Guaranteed availability
-
Our cloud colocation offers 99.99999& of availability.
Our Cloud Hybrid service offers 99.9% availability. If we fail to meet our obligations for service levels, we provide “service credits” which equals the pro-rated amount a monthly payment equivalent to the amount of downtime not achieved within the SLA. This Service Credit may be applied to the next months service invoice. https://s28241.pcdn.co/wp-content/uploads/2018/06/Service-Level-Standards-062618.pdf - Approach to resilience
- Information available on request.
- Outage reporting
- Customers can access a speed test tool for performance monitoring. The Arcserve console is available on-prem and in the cloud. The consoles will report issues with replication to and from the cloud.
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Arcserve implement a VPN/Firewall and user authentication to restrict access.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- Dedicated link (for example VPN)
- 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
- At least 12 months
- Access to supplier activity audit information
- Users contact the support team to get audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Certifications are managed and provided by the colocation service provider
- ISO/IEC 27001 accreditation date
- Annually
- What the ISO/IEC 27001 doesn’t cover
- None
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Certifications are managed and provided by the colocation service provider
- PCI DSS accreditation date
- Annually
- What the PCI DSS doesn’t cover
- The datacenter is PCI DSS and can comply with PCI. However, Arcserve is not a “Merchant” processing payment types on behalf of end users.
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- Yes
- Any other security certifications
- FERPA and GDPR
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 follow the policies and processes in-line with ISO27001
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
- All Cloud products are SSAE-16 complaint. All production changes are submitted via change control process and approved by the security committee prior to being released into production.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
- All Cloud products are SSAE-16 complaint. All production changes are submitted via change control process and approved by the security committee prior to being released into production.
- Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
- Any attack upon the site is captured by our monitoring utilities. These issues are brought to the attention of the NOC and the NOC will then take action. If warranted, the issues will be escalated to the security team for further investigation, if necessary. In the event that an issue is sever, the Cloud users will be notified within 72 hours of verifying the problem.
- 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
- E have an incident management process in place that the internal team use according to ITIL. This contains customer’s contact list by geographic region. The process for incidents is tested. The customer contact list has been used to notify customers for pending change management windows thus far. We are pleased to say incidents have not occurred against the site since the service began.
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)
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
-
- Public Services Network (PSN)
- Police National Network (PNN)
- NHS Network (N3)
- Joint Academic Network (JANET)
- Other
- Other public sector networks
-
- Our service is designed to operate across the internet BaaS.
- Each customer is assigned their own volume within our
- Multi-tenant storage silos
- Each customer has their own encryption volume key.
- If the customer would like to invoke DRaaS we offer
- A secure VPN connection into any network.
Social Value
- Covid-19 recovery
-
Covid-19 recovery
Many organisations have had to change their operating models and ways of working following the COVID-19 pandemic. IT also became clear to a number of our customers that their infrastructure that supported old ways of working, no longer supported new hybrid or remote working models. Through a thorough infrastructure review we can not only advise our customer on what best suits their current operating models but we can also help them to be future-ready. We can help them improve productivity, utilisation and adoption, getting maximum productivity out of their investment, whilst saving costs and limiting environmental impact through cloud/ hybrid adoption.
Pricing
- Price
- £500 to £1,500 a licence a year
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- Trial period is 30 days.
- Link to free trial
- https://www.arcserve.com/uk/free-trial-selection/