Phoenix Software Ltd

Dell APEX Backup Services for Hybrid Workloads

Dell APEX Hybrid Backup Service - SaaS-based service enabling organisations to backup and protect their file, database and VM data, e.g. VMware, SQL or NAS, utilising the cloud. Customers are able to configure, administer and manage their backup estate from a single cloud-based console.
Pricing starts at 1-50TB capacity.

Features

• Cloud based dashboard & reporting platform
• Global deduplication of data across multiple sources
• Tiering of data for Long term retention within cloud
• Backup and Recovery of diverse data sources
• VMware File level recovery
• Saas Consumption pricing model
• Multi-site administration from cloud dashboard
• On premise data caching
• Cloud Disaster Recovery

Benefits

• Provides on prem backup to the cloud
• covers all NAS and on prem servers

£1,427.33 a terabyte a year

• 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

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 ccs@phoenixs.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

860175774638158

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The Service is cloud based and constraints are likely to be end user specific. The only key restraint is this service only holds backup data in AWS clouds
• System requirements:
  • This service has the option for a local cloud cache
  • This requires on premise storage,
  • Dependant upon the users data set sizes

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Access on a 24x7 basis (including holidays) to the Dell Customer Service and Support organization for troubleshooting assistance.
• 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: VIA SUPPORT AND WEBSITE USER PORTAL
• Web chat accessibility testing: Unknown
• Onsite support: No
• Support levels: Dell provides both ProSupport and ProSupport Plus options to their customers, with a response time of either Next Business Day or within 4hours (dependent upon customer location). Prices can be provided for the different support options on request. Technical Account Managers are included with the ProSupport Plus option.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once the service is activated, we have a Sales engineer, customer success and customer support team all available to assist with successful onboarding. Dell operates a knowledge base portal for help and configuration documentation as well as free online learning videos to assist with service training
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • Website
  • Training Videos
• End-of-contract data extraction: Users can extract data manually from within the system at any time. An bulk export service is available at an additional cost
• End-of-contract process: All customer data is deleted

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is a GUI Portal that allows users to access all aspects of the backup service
• Accessibility standards: None or don’t know
• Description of accessibility: There is a GUI Portal that allows users to access all aspects of the backup service
• Accessibility testing: Unknown
• API: Yes
• What users can and can't do using the API: We are able to provide APIs for Audit trail, file server, NAS, CloudCache, Organization, Storage, VMware and Alerts.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: The service is cloud provisioned and right sized for each individual organisations workload demands. The right sizing of the cloud environment ensure performance demands are comfortably meet. The service is scalable using Amazon AWS Compute and Storage for all Servers, allowing it to use further resources as and when necessary. No further customer investment in additional technologies is necessary to ensure scalability of the service- this is included in the service per user cost

Analytics

• Service usage metrics: Yes
• Metrics types: Service availability, ; deduplication rates, ; successful backups, ; successful restores, ; Active users, ; license allocation, ; growth rates.; Not limited to the above and many more available
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Once the data arrives in the Dell Cloud Platform, it’s immediately encrypted using an AES 256-bit encryption key that is unique to, and completely controlled by that customer. Dell does not have access to customer backup data; each customer has their own unique key to access their backup data. This gives not only logical separation from the Dell control plane but also prevents data leakage in the cloud for data at rest.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can extract data manually from within the system at any time. An bulk export service is available at an additional cost
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: To protect data in flight, Dell uses industry-standard Transport Layer Security (TLS) for all data transmitted to the Dell Cloud Platform. Further, data at rest (DARE) in the storage environment is protected by AES 256 Bit encryption.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: To protect data in flight, Dell uses industry-standard Transport Layer Security (TLS) for all data transmitted to the Dell Cloud Platform. Further, data at rest (DARE) in the storage environment is protected by AES 256 Bit encryption.

Availability and resilience

• Guaranteed availability: We provide an SLA of 99.5% uptime and 99.99999% Customer Data durability
• Approach to resilience: The cloud instance for the customer is always replicated between 3 physically different data centres as part of the Amazon AWS availability zone feature. In the case of access being not availabile from 1 datacentre, the customers instance will be instantly available from 1 of the 2 further datacentres.
• Outage reporting: Outages of the system availability or the storage component are communicated to all assigned administrators within a cloud instance via email as well as via the Support Portal. An online dashboard also reports instance of global outages

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Dell uses 2FA/MFA and username and passwords. SSO capability is also available. Dell authenticates every login
• Access restriction testing frequency: At least once a year
• Management access authentication: Other
• Description of management access authentication: Users and management are separated and controlled with separate authentication portals. RBAC is also used to determine a users level of system access

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• 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: EY CertifyPoint
• ISO/IEC 27001 accreditation date: 18/11/2011
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: We undergo an annual SOC 2 Type 2 and HIPAA audit
• Information security policies and processes: Dell's security program is based on NIST 800-53, documented policies include:; Access Control Policy; Audit and Accountability Policy; Awareness Training Policy; Clear Desk Policy; Configuration Management Policy; Contingency Planning Policy; Identification and Authentication Policy; Information Security Policy; Information Technology Policy; Media Protection Policy; Personnel Security Policy; Physical & Environmental Security Policy; Position Designation Policy; Risk Assessment Policy; Secure Development (SDLC) Policy; Security Planning Policy; Server Security Policy; System Acquisition Policy; System & Information Integrity Policy; System Maintenance Policy; Vendor Management Policy; Wireless Communication Policy; Business Continuity Plan

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any changes are controlled under project management and done with validated testing to ensure chnages are stable
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dell defines its own policies and maintains a high level awareness of industry approaches and fixes to defined issues and ensures adoption of these fixes as soon as is possible. We use our own defined processes for this.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Dell's Cloud Operations team monitors the services on a 24x7x365 basis. Systems are monitored with host based intrusion detection and AWS activity logging that is centralized in Dell's logging infrastructure.
• Incident management type: Supplier-defined controls
• Incident management approach: Dell has a documented Incident Response Plan that includes steps to respond to security incidents including identification, investigation, response, mitigation, customer notification, and root cause analysis.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Fighting climate change ; Effective stewardship of the environment with activities that deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions. ; We can support customers environmental goals by providing annual carbon emissions on contract and reduction plans.; ; We will run free of charge sustainability infrastructure reviews for customers to understand how they can reduce carbon emissions of their IT services. ; ; We are working towards 2040 Net-Zero GreenHouseGas emissions. ; Since 2021 we have been Carbon Neutral with Gold Standard Certified carbon credits - partner Ecologi.; By 2026 we aimed to reduce Scope 1 and 2 emissions by 50% from a 20/21 baseline year and which we have now achieved.; By 2030 we aim to reduce all of our emissions (including Scope 3) by 50% this is from a 22/23 baseline year.; ; Achievement of 2030 50% reduction targets (based on last FY) would mean a minimum carbon reduction of 142tCO2e per year for the public sector. ; ; We record and monitor our usage/ conversion to carbon emissions monthly and progress is published annually on the website in accordance with PPN06/21 and SECR guidelines. We are ISO14001 certified, and our targets are currently being verified by SBTi.; ; Overall, the business:; -Generates solar energy (85%) with REGO renewable purchased energy.; -Zero waste to landfill waste management; -Minimises travel emissions by 60%; -Uses water wisely – reduced by 15%; ; Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement. ; ; We work hard to influence others and change behaviours to help fight climate change. ; ; Workforce:; -Sustainability inductions; -Sustainability training ; -Staff campaigns ; -Volunteering opportunities ; -Family woodland tree planting; ; Suppliers:; -Supply-chain reviews ; -Sustainability training; -Blogs/ media content ; -Sustainability training ; ; Customers: ; -Sustainability Infrastructure Review; -Hardware Carbon-Assessments; -Circular-Economy support; -Sustainability training

  Covid-19 recovery

  COVID-19 ; Help local communities to manage and recover from the impact of COVID-19 with activities in the delivery of the contract which: ; Create employment, re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. ; - Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme; Support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. ; -Phoenix Small Business Digital Skills Outreach programme – webinars supporting cyber security, accessibility and licensing.; -Phoenix VCSE Digital Skills Outreach Programme – webinars supporting cyber security, accessibility and licensing.; Support the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services.; -Phoenix Digital Skills Outreach Programme – Supporting people to access services services online e.g NHS app and Banking apps. ; Examples of our working with London and Quadrant Housing Association to deliver befriending calls for tenants who were lonely and isolated as a result of Covid19.; We have also worked with Liverpool City Council to promote employability courses to those left unemployed by Covid-19 and who are now in employment.; We provided free of charge IT service desk to 15 charities during the pandemic and have worked closely with them to support them with returning to full operation again.

  Tackling economic inequality

  Tackling economic inequality ; Create new businesses, new jobs and new skills with activities that, in the delivery of the contract: ; Create opportunities for entrepreneurship and help new, small organisations to grow, supporting economic growth and business creation.; -60% of our supply chain are SME’s; -We are signatories and adhere to the Prompt Payment Code; -Host Dragons Den SME supply chain sessions for new suppliers to showcase their services for our customers.; Create employment opportunities particularly for those who face barriers to employment and/or who are located in deprived areas. ; - The Phoenix Employability Outreach Programme provide unique access to Microsoft Career Essentials digital literacy programme, career talks and employability advice.; Create employment and training opportunities, particularly for people in industries with known skills shortages or in high growth sectors. ; -Graduate work placements; -Phoenix Employability Outreach Programme - Unique access to Microsoft Career Essentials programme for certifications to skill up for roles in the IT sector.; -We work with our supply-chain to create job roles with shared apprenticeship heads and promotion to permanent employment.; Support educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications. ; -Apprenticeships whereby we aim for c.10 graduating apprentices and all are moved into permanent employment with Phoenix.; -Skills City Bootcamp where we deliver career talks and provide projects to 19+ year olds seeking to upskill for employment in the technology sector.; Influence staff, suppliers, customers and communities through the delivery of the contract to support employment and skills opportunities in high growth sectors.; -Our programmes are delivered in partnership with our customers, supply chain and workforce, including Career talks, mentoring and IT challenge activities.

  Equal opportunity

  Equal opportunity ; Reduce the disability employment gap with activities that: ; Demonstrate action to increase the representation of disabled people in the contract workforce. ; -We are certified Disability Confident Employers (level 2).; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We are exploring the use of the Voluntary Reporting Framework for understanding the disability makeup of the workforce.; Tackling workforce inequalities with activities that demonstrate action to identify and tackle inequality in employment, skills and pay in the contract workforce. ; - We focus on ensuring an inclusive and unbiased recruitment strategy, with unconscious-bias training, blind recruitment processes, and reviewing language and placement of advertisements. ; ; -All staff trained receive mandatory EDI training annually.; ; Various initiatives include ; -Signatories of the Race at Work Charter, ; -Disability Confident Committed Employer ; -Signatories of the Armed Forces Covenant; -Gender-Neutral toilets; -Prayer room; -Milk-pumping room; -Sponsor York Pride; -We have specific policies for Menopause, and LGBTQ+. ; -We have established an Accessibility-Centre-of-Excellence to display the latest technology ; -We monitor our workforce statistics and report on them:; Gender 65% male /35% female (industry-average 20%); Ethnicity 5.6% (local-area 3.9%); Staff turnover 12.3% (industry-average 13.2%); Using the Voluntary Reporting Framework, we are working on what and how we can report metrics around disabled people in the workforce, including those with hidden disabilities. ; ; We have been recertified as a Great Place to Work™ and UK's Best Workplaces™ for Women.

  Wellbeing

  Wellbeing ; The mental health and well-being (MHWB) of our staff is of the utmost importance to us and our MHWB Policy aims to provide a working environment that promotes and supports the MHWB of all employees. ; Activities that demonstrate action to support the health and wellbeing, including physical and mental health, in the contract workforce at Phoenix include: ; -We utilise different resources not least those from Mental Health at Work Commitment, NHS Every Mind Matters, and the MIND employer toolkit to improve our employee MHWB programme. ; -All our staff heavily discounted private health insurance includes mental wellness. Plan members access a range of health treatments including face to face counselling and cognitive behaviour therapy. ; -Phoenix invests in the St Johns Ambulance Mental Health First Aid training course to ensure we have MH first aiders in the business and the skills to address MH in the workplace. ; -The new challenges the pandemic has raised, on our employee’s MHWB, has led to the creation of a staff network group who meet monthly, to ensure that all we do and say truly covers all aspects of MHWB. ; -All employees are given a monthly wellbeing hour to take for their own personal time and are also supported with monthly tea and toast sessions discussing and normalising MHWB topics.; ; We influence staff, suppliers, customers and communities through the delivery of the contract to support health and wellbeing, including physical and mental health.; -We provide Digital Accessibility training for all staff so we can communicate with each other and our customers in an inclusive manner.; -We have established an Accessibility-Centre-of-Excellence to display the latest technology to the workforce, supply chain and our customers; -We deliver digital accessibility training to customers; -We are sponsors of the Neurodiversity Awards

Pricing

• Price: £1,427.33 a terabyte a year
• 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

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