Xerox (UK) Ltd

SaaS Backup and DR as a Service

The Xerox IT Services SaaS Backup and DR as a Service offers backups of SaaS platforms in a unified solution. This service is hosted in a Microsoft Azure ISO 27001 certified environment.

Features

• Immutable design
• Purpose built
• Inverse chain technology
• Exclusive cloud deletion defence
• 100% recovery confidence
• Deployment flexibility

Benefits

• Fully managed service from the UK based IT Service desks
• 24x7x365 Service Desk Operating Hours
• High levels of data reliability
• Fast recovery speed
• Integrates with many other Managed Services

£2.50 a user

• Education pricing 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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

845532611378906

Contact

Steve Young
01895251133
uxb.bidteam@xerox.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Windows Server 2016 Onwards
  • Windows 10 & 11
  • Linux
  • MacOS

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 response times start from 1 hour on evenings or weekends depending on the service package included.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The managed service can include on-site technical support for a fixed monthly fee with unlimited access or available per hourly fee.; ; All customers have an assigned Service Delivery Manager and Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A scoping meeting is arranged with the client, Solution Architect and Account Manager takes place in the first instance to confirm the backup solution and create an agreed Statement of Works.; ; Then a Project Manager & Solution Engineer will work with the customer to implement the service before the Service Delivery Manager then provides ongoing support on the backup service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is exported in an agreed format at an agreed cost at the end of the contract through our established off boarding process.
• End-of-contract process: Once the notice of termination has been provided the Service Delivery Manager will confirm the exact service end date and any early termination fees (if applicable). A final service end date is then agreed before any further tasks such as data export is undertaken.

Using the service

• Web browser interface: No
• 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: Xerox IT Services manage the access to the service interface to run, restore, check backups etc. as part of the Managed Service.
• Accessibility standards: None or don’t know
• Description of accessibility: Xerox IT Services manage access to the backup systems on behalf of the customer as part of the Managed Service.
• Accessibility testing: None.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The cloud environment is load balanced with Quality of Service rules in place to ensure the service is not saturated by one client.; ; The environment is also massively scalable and can be quickly scaled if required.

Analytics

• Service usage metrics: Yes
• Metrics types: Statistics on backup sizes, compression, dedupe, storage size remaining etc.
• Reporting types: Regular reports

Resellers

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

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: 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 SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Xerox IT Services export the data on an agreed media device on behalf of the customer.
• Data export formats:
  • CSV
  • ODF
• 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: An SLA of 99% uptime of the Cloud Environment uptime. Service credits are provided if the service does not meet the agreed SLA.
• Approach to resilience: Provided on request.
• Outage reporting: Client receive notification via email or phone in case of a P1 outage. Once resolved all impacted clients are provided an Incident Report.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Only authorised Xerox IT Services technicians will be able to access and manage the system.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• 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: No
• 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: Other
• Other security governance standards: The Xerox Information Security Policy, Infosec001, is aligned to the ISO27001 key controls and the policy is supplemented by additional documents detailing specific requirements to meet the policy. Specific locations and services in Xerox are certified to ISO27001
• Information security policies and processes: Xerox utilise a documented framework (Xerox InfoSec 001) for security governance both at a company level and specific to the service which is aligned to NCSC guidance and ISO27001. This provides assurance that reporting is completed and reviewed across all aspects of the service. The Xerox CEO has ultimate responsibility for security. Xerox’s commitment to Information Security is communicated throughout the organisation and its partners, and is evidenced by board level approval of the Xerox Information Security Policy. The Information Security-related responsibilities of the CEO include: • Overall control and management of Information Security for Xerox in the UK; • Overall information risk ownership; • Provision of adequate resources for Information Security; and, • Approval authority for Information Security policy. • Reporting compliance Reporting is subject to review by senior management. There are processes in place to review and understand any current legal and regulatory requirements and to review an implement any future changes. The Xerox Information Security team monitor various sources for changes to legislation and are currently on the UK Government CiSP which allows us to engage with Government on proposed changes.

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: Utilization of Industry standard Change management from beginning to end of contract life. All changes are validated against NIST standards and for any potential security risk or security impact.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Utilization of real-time vulnerability scan and network analysis, all remediation is automated and responded to within in moments of identification. Critical security patches are deployed within 72 hours of notice of availability. System patches are applied within 14 days of availability for non-critical patches. Our resources for threats is derived from multiple sources including Threat management / remediation provider.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We utilize a multi-pronged set of systems from Network traffic monitoring, heuristic behavior analysis, known threats, and Artifical Intelligence based system nominal state behavior tracking. A potential compromise is quarantined and analyzed immediately via Ai then escalated to personnel if unable to categorize. Most actions are completed within 15-30 minutes of identification.
• 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: We utilize a governed set of processes defined internally by the CISO and report via email / web portal. Reports are genereated post critical incident and root cause analysis

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Xerox is committed to fighting climate change such that we play a role in the sustainability of our world’s natural resources. Xerox has identified four strategic commitment areas where we can make a significant impact on the environment:; ; • Reducing Energy Use and Protecting the Climate:; • Preserving Biodiversity and the World's Forests:; • Preserving Clean Air and Water:; • Preventing and Managing Waste:; ; We invest in technologies that reduce the carbon footprint of our operations and offer solutions to our customers that reduce energy use, cost and waste. Our Net Zero goal is 2040. In 2021, we also expanded our greenhouse gas (GHG) emissions reduction goal to cover scopes 1, 2 and 3. We plan to achieve net-zero emissions through projects that improve operational efficiency, create new technology innovations, and neutralise residual GHG emissions through carbon compensation mechanisms. Our approach to sustainability includes partnerships to accelerate progress. We have officially joined the UNFCCC’s Race to Zero and SBTi’s Business Ambition for 1.5°C campaigns, aligning our climate mitigation targets to what science dictates is necessary to reduce the destructive impacts of climate change on human society and nature.; ; We are a founding member of Defra’s e-Sustainability Alliance (DeSA), We are actively involved in the provision of best practices on the ways in which IT firms of all sizes can minimise their environmental impacts. We also support the Government Cloud Sustainability project, focusing on ‘Sustainable IT’ (e.g. achieving net-zero, modern slavery and other supply chain matters) and ‘IT for Sustainability’ – including the social pillar, “How to procure and measure performance on all things Cloud”. When selecting our technologies and services for G-Cloud 14, we have utilised this knowledge base and ensured that the services & technology used comply with Government guidance and carry accreditation from 3rd party bodies where appropriate.

Pricing

• Price: £2.50 a user
• Discount for educational organisations: Yes
• Free trial available: No

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 uxb.bidteam@xerox.com. Tell them what format you need. It will help if you say what assistive technology you use.