Atlas Cloud Ltd

Disaster Recovery as a Service / DRaaS (via Zerto)

Disaster recovery (DR) for virtual desktops ensures your organisation can swiftly recover from disruptions of any kind. It allows us to replicate virtual applications and desktops in a different location, at the touch of a button with minimal data loss and downtime – keeping key systems running in any situation.

Features

• Choose key applications and data
• A fully manged service including support
• Recovery Time Objective (RTO): 10 minutes
• Recovery Point Objective (RPO): 12 seconds
• DR Desktop comes with MS Office and Skype for Business
• Zero disruption DR testing
• Full progress reporting
• Inflatable DRaaS – the solution easily adapts to business changes
• An alternative business growth capacity solution

Benefits

• Desktops are only paid for when DR is invoked
• DR compliance is ensured
• Enabled remote working during disaster – no office needed
• Business continuity is ensured
• Device agnostic – accessible on any internet enabled device
• No high spec hardware needed – BYOD enabled
• Low bandwidth requirement
• Highly secure – ISO 27001:2013 certified
• Real-time provisioning – quickly add or remove users
• Agile, flexible and customisable depending on business needs

£50 to £250 a virtual machine a month

• Free trial available

Service documents

• Pricing document

  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 gcloud@atlascloud.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

835218952905145

Contact

Ben Tomlinson – Marketing Manager
0191 283 0191
gcloud@atlascloud.co.uk

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: Hosted Desktop DaaS
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: Appropriate application licenses

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response and resolution times are based on the priority of the incident / service request. ; Working hours Monday – Friday 07:00-18:00 (extended support hours are available by request); Critical Response 30 working minutes Resolution 4 working hours; High Response 30 working minutes Resolution 24 working hours; Medium Response 60 working minutes Resolution 48 working hours; Service Request Response 120 working minutes Resolution 120 working hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Monday - Friday 07:00-18:00 as standard, extended support hours are possible at an additional cost depending on how much you extend the hours by. We do provide account management and have support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once an order is agreed and accepted, Atlas Cloud’s implementation team will begin the on-boarding process. This will involve building and configuring the application(s) required by the customer and the migration of any associated data to the secure data centre environments. We provide a technical Project Manager to lead the design as well as an implementation team of experienced Architects and Senior Engineers.; Atlas Cloud uses the IT Service Delivery Management framework, ITIL, and all of the support processes are designed around this. In addition, we hold ISO certifications in 9001, 14001 and 27001:2013. ; Experienced Atlas Cloud engineers will provide support on-site for new users at the go-live date. In addition, a welcome information booklet is provided which explains the log-on process and answers some FAQs. The service desk team is always on hand to guide new users through a log-on should additional help be required, and to answer any questions.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Offboarding; If the client wishes to change to a different IT provider, the first step is for the client to file a request to leave. Next, an End of Contract date is agreed. Data is then collected via the client from the Atlas Cloud data centre or placed in an encrypted location at the request of the client. Atlas Cloud do not keep unencrypted data outside the data centre. The customer can extract their data at any time, whether by self-service request or a request for Atlas Cloud to perform on the customer’s behalf. The cost of this will be based upon a time and materials basis. ; ; Client owned licenses are subsequently handed back to the client and any rented hardware is returned to Atlas Cloud. Finally, the client’s desktops are deleted from the systems and a confirmation is sent to the client.
• End-of-contract process: The cost of the contract only covers the contract and not and additional work needed to exit the contract. We would charge an hourly rate for any additional work that needs to be completed as part of the contract end.

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:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Yes

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• 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 another standard
  • Encryption of all physical media
• 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: We can complete this to an encrypted drive (provided by the customer or by Atlas at an additional cost).
• Data export formats: Other
• Other data export formats: The format that the data is in
• Data import formats: Other
• Other data import formats: The format the data is in

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: VLANs and NTFS permissions.

Availability and resilience

• Guaranteed availability: 99.5% uptime guaranteed. Service credits can be available on request.
• Approach to resilience: Available on request.
• Outage reporting: Email or text alerting.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We have separate accounts for management and administration. Separate VLANs between management servers and other.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAAR
• ISO/IEC 27001 accreditation date: 12/08/2016
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded.
• 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: ISO 27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have an change management process that has a multi level approval process and a dedicated changed manager. Components of the service are monitored and maintained with any risks to service noted on a risk register.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have mechanisms for threats to be flagged by our monitoring system and the engineers that work on the systems. We can deploy emergency patches in line with our change management process. We have three standard change windows per week and one monthly maintenance window.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use various software to monitoring our systems, the software auto creates an incident into our incident management system when a threshold is breached. The incident is then categorised and prioritised and the appropriate SLA assigned. Dependant on the priority the incident is responded to within 30-120 minutes.
• Incident management type: Supplier-defined controls
• Incident management approach: We have standard operating procedures for common events that are documented. Users can report incidents via phone, email or we have a client portal that clients can log and update incidents via. We email incidents reports at the end of every month.

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: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  UK National Living Wage accredited employer, committed to paying a fair wage.

Pricing

• Price: £50 to £250 a virtual machine a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We have a demo environment that can be used for testing. The time frame that this is available for is dependant on the customer requirements.
• Link to free trial: Not applicable

Service documents

• Pricing document

  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 gcloud@atlascloud.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.