Creative Networks

Microsoft 365 Backup

Creative Networks provide Office 365 Backup from Datto. Datto SaaS Protection is a comprehensive backup and recovery solution with integrated advanced threat protection. Datto SaaS Protection can quickly secure clients with streamlined onboarding and allow them to protect, control and easily recover from malicious events.

Features

• SOC 2 Type II audit Compliance and HIPPA compliance support.
• At rest, data encrypted using industry standard 256 bit (AES-256).
• In transit, SaaS Protection employs TLS 1.2 encryption.
• Account admins can assign additional administrative roles to delegate management.
• Automated daily point-in-time backups, Frequency 3X Daily, 8 hour intervals.
• Add current users and back up new users automatically.
• Automatic archiving of deprovisioned users.

Benefits

• Data is easily recovered, secured, and protected using best practice.
• Secure second location to retrieve data in seconds.
• Backup of all key apps in Office 365 (Sharepoint/OneDrive/Exchange Online).

£4.00 to £5.00 a user 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

718030917614459

Contact

Azeem Javed
03303337337
aj@creative-n.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: Office 365 subscriptions covering Teams, SharePoint, etc
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: Planned maintenance for core SaaS product.
• System requirements:
  • Office 365 account, and subscription
  • G Cloud account

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 08:30 - 18:00 Weekdays, excluding Bank Holidays.; Out of hours support available where necessary.; 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No web chat testing has been done with assistive technology users by Creative Networks.
• Onsite support: Onsite support
• Support levels: End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We assist users in adopting the service through a variety of resources tailored to their needs. Our user documentation offers step-by-step guides, FAQs, and troubleshooting tips for independent learning. Additionally, we provide interactive online training sessions and webinars led by experienced instructors to guide users through setup and configuration processes effectively. For those preferring personalised assistance, optional onsite training sessions can be arranged to address specific organisational requirements. Our dedicated technical support team is readily available to assist users with any inquiries or challenges they may encounter, offering prompt resolution via email, phone, or online chat. With these resources and support channels in place, we aim to ensure a smooth onboarding experience and empower users to harness the full capabilities of the service for their communication needs.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
• End-of-contract process: At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover.; ; We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. ; ; The Exit Plan will contain at minimum: ; ; Separate mechanisms for dealing with Ordinary Exit and Emergency Exit.; The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable.; Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components.; Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided.; Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Self service portal allowing backup, and restoration of files.
• Accessibility standards: None or don’t know
• Description of accessibility: Via the DATTO SaaS protection portal, with valid user account
• Accessibility testing: Utilised in-house
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is reviewed by Datto to look at resource levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Datto user portal.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Datto

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Exported upon request.
• Data export formats: Other
• Other data export formats: PST
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: All service level agreements are as per the ones supplied by DATTO, and published by them. VPS installations are guaranteed for 97% uptime, private/hybrid cloud instances have a 100% network uptime guarantee. Any downtime during working hours is credited on a pro-rata basis.
• Approach to resilience: Datto have multiple locations and replication.
• Outage reporting: Website Updates.; Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Supplier defined controls. Access to management interfaces restricted to designated users and controlled with user name and password protection.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 24/10/2022
• What the ISO/IEC 27001 doesn’t cover: Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
• 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: Organisations adhering to ISO 27001 establish robust information security practices. They develop policies aligned with ISO 27001 requirements, covering areas like access control, data protection, and incident response. Through risk assessments, they identify and prioritise security risks, implementing controls to mitigate them. Employees receive training on security policies and procedures to enhance awareness and compliance. Monitoring and review processes ensure the effectiveness of security controls, with regular audits and assessments conducted. A designated individual or team oversees the implementation and maintenance of the Information Security Management System (ISMS), reporting to senior management or the board. To ensure policy adherence, organisations employ various mechanisms such as audits, reviews, and ongoing monitoring. Non-compliance issues prompt corrective actions and improvements to the ISMS. By following these practices, organisations demonstrate their commitment to information security and continuously strive to enhance their security posture in line with ISO 27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Creative Network's have a Vulnerability Management process that implements the following:; Receives information about zero day threats from the National Cyber Security Center;; Subscribe to newsletters from vendors and used products, in contact with special interest groups;; Technical vulnerabilities are handled either using the Incident management process or the Change management process;; Patches are tested following the Installation of software on operational systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly. We have multiple alert systems in place and monitor them constantly. We exclusively use Linux for phone system hosting. We automatically patch daily as and when required.
• Incident management type: Supplier-defined controls
• Incident management approach: Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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: Other
• Other public sector networks: Internet

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  By securely backing up data on cloud servers, it reduces the need for physical storage infrastructure. Cloud-based solutions typically require less energy and physical space compared to on-premises alternatives, thereby contributing to energy efficiency and reducing the carbon footprint associated with traditional data storage methods.

  Covid-19 recovery

  The Covid-19 pandemic highlighted the importance of remote work and digital collaboration. A reliable backup service ensures that crucial business data stored in Microsoft 365 (emails, documents, etc.) remains accessible even during disruptions like the pandemic. This capability supports business continuity efforts, aiding in the recovery process by minimising downtime and ensuring that organisations can continue to operate efficiently, regardless of external challenges.

  Tackling economic inequality

  Access to digital tools and services is crucial for economic participation and empowerment. By safeguarding business data, including communication channels and essential documents, a Microsoft 365 backup service helps small and medium-sized enterprises (SMEs) and underprivileged communities maintain their operations and protect their assets. This resilience can contribute to reducing economic inequality by enabling these entities to compete effectively in the digital economy.

  Equal opportunity

  Data loss or corruption can disproportionately affect individuals and communities with limited resources or technical expertise. By offering a robust backup solution for Microsoft 365, including automated backups and easy data recovery options, businesses and organisations can ensure equal access to data protection tools. This helps level the playing field by mitigating the impact of data-related setbacks and empowering all users to leverage digital platforms without the fear of losing critical information.

  Wellbeing

  Data loss or security breaches can have significant psychological and emotional effects on individuals and organisations. A reliable backup service provides peace of mind by offering continuous protection against data loss, cyber threats, and accidental deletions. By safeguarding sensitive information and preserving digital assets, such as personal files or confidential business documents, it promotes a sense of security and wellbeing among users, reducing stress and anxiety associated with potential data disasters.

Pricing

• Price: £4.00 to £5.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trial provided direct with Datto.

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.