BECHTLE LIMITED

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

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 publicsector.uk@bechtle.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 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
  • PDF
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
  • PDF
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/

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 publicsector.uk@bechtle.com. Tell them what format you need. It will help if you say what assistive technology you use.