Fordway

Microsoft 365 Backup Service for Office 365

This provides a complete backup and restoration capability for all Office 365 data. Including Exchange, OneDrive, Teams and SharePoint. Microsoft have a shared responsibility Model, that states, accidental data deletion, internal and external attacks, compliance and retention are customer responsibilities. This services covers all those eventualities for the end-user.

Features

• Cover all customer responsibilities in Microsoft's shared responsibility model
• Accidental data deletion - via multiple retsore points
• Internal/External attacks, deliberate deletion, ransomware
• Compliance storage and retention for regulatory purposes
• Retention, information requiring storage for specific purposes
• Backup data encrypted both at rest and in transit
• Full backup lifecycle management (Fulls, Incremental), retaining longer term backups
• Data restoration and Disaster Recovery (DR) to defined SLA
• Automatic de-duplication of data and WAN optimisation
• Granular restore of email, file or sharepoint site

Benefits

• Industry leading data protection as an enterprise class solution
• Seamless integration with MS Office 365
• Fully managed backup and service recovery: all managed by Fordway
• Daily backup reports& monthly reports, service status and core metrics
• DR service suitable for less restoration critical services
• All data encrypted, service complies with OFFICIAL-SENSITIVE
• Compliance – backup schedules that meet your regulatory requirements
• Policy based retention
• Trained, certified and experienced technical staff manage the entire process
• Granular retrieval to multiple different targets

£2.95 to £2.95 a user a month

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

Framework

G-Cloud 14

Service ID

833514250072859

Contact

Richard Blanford
01483 528200
tenders@fordway.com

Service scope

• Service constraints: None
• System requirements:
  • Microsoft Office 365 subscription
  • Microsoft Azure Storage subscription

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 incident 24 x 7, 15 minute response ; Priority 2 incident 24 x 7, 1 hour response Priority 3 incident 12 x 5, 4 hour response.
• 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: Tested and works with JAWS for visually impaired users
• Web chat accessibility testing: JAWS
• Onsite support: Yes, at extra cost
• Support levels: The service is supported 24x7x365 by Fordway's Service Operations team to assure service availability. Fordway has a standard SLA that details response times which can be tailored to customer needs. Additional support options and services can be added to the standard support levels.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: For the initial instance order Fordway need to create a unique security domain for the client. Once the client security domain is created clients can provision new instances from standard templates, and expand, contract or suspend existing instances. All provisioning is assisted by Fordway's Service Desk if needed, included within the service price. Further details are provided in the Service Description.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Fordway have an exit procedure where we work with the user to exit or migrate away from this services, depending on the configuration of the solution. Data is held for 30 days following service termination, within this period it can be copied to other cloud services, physical devices shipped to Fordway's datacentres or supplied on agreed media.
• End-of-contract process: Fordway have an exit procedure where we work with the user to exit or migrate away from this service, depending on the configuration of the solution. This exit procedure will include any data, performance statistics and service records as described within the contract along with any associated costs. Process requirements are detailed in the Service Description. There are no termination costs, data migration may be charged.

Using the service

• Web browser interface: Yes
• Using the web interface: Supported browsers:; • Microsoft Edge; • Firefox; • Chrome; • Safari 9+; • Opera
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Supports all assistive technologies supported by the base browser
• API: Yes
• What users can and can't do using the API: The API is accessible through the customer portal. Users can:; 1) Start and suspend provisioned services; 2) Provision new instances under an existing agreement; 3) Check performance and utilisation of instances or groups of instances; 4) Check consumption for billing; 5) Log, track and manage Incidents, Service Requests and Change Requests; 6) Instant Message/web chat with Fordway Service Desk and other staff
• API automation tools:
  • Chef
  • OpenStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Each customer has guaranteed resources which are assigned and allocated when the agreement is set up
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Veeam

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: Yes
• 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 CHECK service provider
• 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
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • All elements including files, data, virtual machines images, databases
  • Application specific backup for most major applications
  • Snapshot recovery for immediate data restoration
  • Backup data copied to second datacentre
• Backup controls: Backup schedule and timings configured by the client. Users can recover data from snapshots through the Customer Portal, alternatively data restoration can be requested through Fordway's Service Desk. All data restoration from disk, service includes bare metal restore for physical servers and VM hosts
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Disclosed on request.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Disclosed on request.

Availability and resilience

• Guaranteed availability: Fordway provide a standard SLA, dependent on the service resilience purchased, with availability up to 99.95% measured annually; 99.9% any quarter. Fordway recompense users with a credit of 2.5% of the monthly service contract value for each working hour the service has not met the SLA, up to a maximum of 20% of the monthly service charge.
• Approach to resilience: All backups are to disk at the primary datacentre, each backup and all associated data are replicated to a second UK datacentre. The service runs active/active across datacentres with real time failover, primary backups can be taken to either datacentre.
• Outage reporting: The service operates under Fordway's standard SLA appropriate to the specified service resilience level. Any service outages will be reported as per the SLA, which will be tailored to the customer's requirements. SLA performance and outage are reported into the Customer dashboard, email alerts can be configured where requested or required by the client

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: By customer request. Customers gain access to manage services through the Customer Portal, management interfaces are not normally exposes to clients. There are no restrictions on support channels.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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 receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: ISOQAR
• ISO/IEC 27001 accreditation date: 14/03/2022 (recertification) original certification March 2008
• What the ISO/IEC 27001 doesn’t cover: ISO27001/27017/27018 Statement of Applicability disclosed on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • List N (Nuclear Industry)
  • PSN Code of Connection and Compliance
  • PAS555
  • NHS IGSoC
  • ISO27017
  • ISO27018

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: All security management complies with Cyber Essentials PLUS and ISO27001. Security processes and reporting is defined by and run to Fordway's ISO27001 procedures, which are externally audited for compliance.

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: Fordway change and configuration process aligns with ITIL v3.0, ISO27001 security and operates to ISO20001 certified processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Fordway's risk management aligns with ISO27001.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Fordway's security incident and event monitoring conforms to ISO27001 and DPA requirements. Any incident will be assessed for risk and prioritised accordingly.
• 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: Fordway's incident management process complies to ISO27001:2013 and aligns to ITIL best practice and ISO20000. Incident management and reporting is defined within Fordway's standard SLA and tailored to customer requirements.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Azure
• How shared infrastructure is kept separate: A defined security domain ('bubble') or number of domains, as appropriate, is created for each client within Azure, allowing client-specific security policies to be set up. The security domains can span multiple datacentres. Each client's instances are then configured in the security domain.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Both our providers facilities are registered on the EU Datacentres European Energy Efficiency Platform (E3P), link here: https://e3p.jrc.ec.europa.eu/communities/data-centres-code-conduct

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Using Cloud offers considerable efficiency and consumption savings compared to running in house, on premises and hosted environments

Pricing

• Price: £2.95 to £2.95 a user a month
• Discount for educational organisations: No
• Free trial available: No

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