Nexus Open Systems Ltd

Nexus Managed Business Continuity & Disaster Recovery

Nexus offer a complete business continuity solution, protecting your business from downtime, even if your local physical server or entire network are destroyed. Our scalable solutions offer range of features that can satisfy both small and large enterprises. We enable companies to recover entire systems in a matter of minutes.

Features

• Full automated site disaster recovery solution included
• Server images taken as often as every 5 minutes
• Quick recovery in the event of encrypting malware
• Backups mounted and screenshotted daily
• Automated Layer 2 network reconfiguration
• Fast file restores plus instant local and cloud failover
• Cloud Hypervisor to Boot images remotely
• Automatic firmware/patching of the solution
• Automatic disaster recovery rehearsals
• Complete End to End Solution

Benefits

• Guaranteed business continuity
• Protect your business from Cyber criminals and downtime
• Scalable solution to suit both small and large organisations
• One simple fixed monthly cost
• Upgrade only when your organisation grows
• No additional investment in infrastructure
• Total data protection from one integrated package
• Systems can be brought up locally or in the cloud
• Infinite retention of data locally and in the cloud
• Allows for compliance with latest GDPR legislation

£3 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

836298054825430

Contact

Stuart Wilson
01392 205095
stuart.wilson@nexusos.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
• 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: 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: None or don’t know
• How the web chat support is accessible: Users can interact with our Technical, Sales and Training teams. Raising questions which are dealt with there and then. Alternatively we will take enquiries away and respond direct to users through email.
• Web chat accessibility testing: None as yet
• Onsite support: Yes, at extra cost
• Support levels: Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We follow a defined process for on-boarding new clients to ensure that they have the assurance of our help, whilst at the same time remain in control of the cloud services which are often at the core of their business. Through the on-boarding process Nexus will complete a detailed assessment of: • Client’s strategic vision • Organisational culture • Current and future objectives • Desire business outcomes • Potential improvements to existing business processes • Project and programme delivery resources • Current governance and programmes. We can provide onsite training to our clients as well as instruction at our own training centre. User documentation is provided by way of client portal guide
• Service documentation: No
• End-of-contract data extraction: If your organisation decides to leave the service, your administrators can take their backup data with them. They can request specific account exports and entire domain exports from the service should this be required.
• End-of-contract process: There are no additional costs at the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Web browser
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: None documented
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is powered by a massively scaleable infrastructure which already services millions of users cloud based data. The addition of any practicable number of users has a very low impact.

Analytics

• Service usage metrics: No

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
  • European Economic Area (EEA)
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers export their data from the service by selecting the files, users or services they want to restore and selecting the option to restore the file.
• Data export formats: CSV
• 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: Contractually the Service Level is guaranteed to 99.9% availability for any calendar month and backed with service credits.
• Approach to resilience: All data is redundantly stored across a minimum of 2 data centres, and all services are designed to leverage the redundant data centre infrastructure powering the services.
• Outage reporting: The service provides customer alerts via emails to customers and resellers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Depending on administrator preference, users can be signed in via a federated identity service, including AD as their identity backend. 2 Factor authentication is supported and can be enforced. Administrative access privileges are granted separately to individual users.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 29/04/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification relates to the information security management system and not to the products or services of our organisation. The certificate reference number, the mark of the Certification Body and/or the accreditation mark may not be shown on products or stated in documents regarding products or services.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2
  • SOC 3
  • HIPAA

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: Our customers and regulators expect independent verification of security, privacy and compliance controls. The service provider undergoes independent third party audits on a regular basis to provide this assurance. This means that an independent auditor has examined the controls present in our data centres, infrastructure and operations.; ; Service infrastructure is certified for a growing number of compliance standards and controls, and undergoes several independent third party audits to test for data safety, privacy, and security

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: Software updates are manually vetted to ensure the stability of the system. Changes are then tested and cautiously rolled out to systems. The details vary somewhat depending on the update being considered, but all development work is separated from the operation systems, testing occurs in a multi-staged fashion in both environments and in dedicated test settings. The service provider can share, under NDA, the SOC2 audit report (based on standards from the International Auditing and Assurance Standards Board), which describes the change management process. Additionally, changes to code go through a process of code review involving additional engineers.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service provider administrates a vulnerability management process that actively scans for security threats using a combination of commercially available and purpose-built tools, intensive automated/manual penetration efforts, quality assurance processes, software security reviews and external audits. The vulnerability management team is responsible for tracking and following up on vulnerabilities. Once a vulnerability requiring remediation has been identified, it is logged, prioritised according to severity, and assigned an owner. The vulnerability management team tracks such issues and follows up frequently until they can verify that the issues have been remediated.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Focused on information gathered from network traffic, employee actions on systems and outside knowledge of vulnerabilities. Traffic is inspected at many points for suspicious behaviour. Analysis is performed using open-source and commercial tools for traffic capture and parsing, supported by a correlation system built on top of the service providers technology. Analysis is supplemented by examining system logs for unusual behaviour, such as attempted access of customer data.
• Incident management type: Supplier-defined controls
• Incident management approach: If an incident occurs, the security team logs and prioritises it according to severity. Events directly impacting customers are assigned the highest priority. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. The service providers incident management program is structured around NIST guidance. Key staff are trained in forensics and handling evidence in preparation for an event, including the use of third-party and proprietary tools. Testing of incident response plans is performed for key areas, such as systems that store sensitive customer information. Tests consider a variety of scenarios, including insider threats and software vulnerabilities.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The environmental benefits of our G-Cloud Service provision are substantiated by Microsoft’s own studies and commitments towards climate change.; A 2018 study found that using cloud platforms can be up to 93% more energy efficient and up to 98% more carbon efficient than on-premises solutions.; ; Real sustainability requires solutions that address wastefulness at every level of a business. Hosting on the cloud is more environmentally friendly and results in less of a carbon footprint.; Cloud infrastructures support environmental proactivity, powering virtual services rather than physical products and hardware, and cutting down on paper waste, improving energy efficiency, and (given that it allows employees access from anywhere with an internet connection) reducing commuter-related emissions. Independent Reports predict that data centre energy consumption would drop by 31% from based on the adoption of cloud computing and other virtual data options.
• Wellbeing:

  Wellbeing

  The primary benefits of cloud services are the transfer of ownership of compliance and maintenance of cloud infrastructure and its security and that IT Managers and business owners no longer need to be concerned about those elements of their IT systems once in a cloud platform. This has a massive positive impact on wellbeing of employees within organisations across the world.

Pricing

• Price: £3 a user a month
• Discount for educational organisations: Yes
• 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

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.