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Kick ICT

Backup as a Service

Disaster recovery as a service is a backup model that uses cloud resources to protect applications and data from disruption caused by a disaster. It also provides a total system back up that allows business continuity in the event of system failure.

Features

  • Access to market leading cloud-based disaster recovery solutions
  • Flexible off-site capability to recover data from daily/weekly/quarterly restore points
  • Removes the need to manage/maintain on-site disaster recovery hardware
  • Assurance that your systems should be back online within hours
  • Expertise with step-by-step assistance in developing/testing your DR Plan
  • Tier 3 ISO27001 compliant datacentre
  • All systems are proactively monitored 24/7

Benefits

  • Expert support to develop and test your disaster recovery plan
  • Peace of mind with robust disaster recovery plan in place
  • 40 years’ experience in backing up and securing IT environments
  • Access to 30 skilled specialists across our managed IT team
  • Securely accommodate home workers and remote users
  • Utilising a shared data centre helps reduce your carbon footprint

Pricing

£75 to £125 a user a year

Service documents

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 natalie.davidson@kickict.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

9 4 8 8 7 7 3 1 5 2 7 0 8 1 6

Contact

Kick ICT Natalie Davidson
Telephone: 01698844600
Email: natalie.davidson@kickict.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No constraints as the service is based on the makeup of the clients IT environment and the aspects of that we will be supporting.
System requirements
Microsoft Windows based devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
· Urgent (full system down, core application down for al users) – 30 minutes

· High (one user fully down, all users limited issue with core application) – 1 hour

· Normal (non urgent issues) - 2 hours

· Low (admin work/advice/new users) – 4 hours
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
No
Onsite support
Onsite support
Support levels
We adhere carefully to IT industry best practice. Our support function is provided via our dedicated helpdesk in Strathclyde Business Park, Bellshill from where we provide high quality support to over 500 customers.

We work to an always on methodology by proactively monitoring our customers systems to ensure issues are picked up before they become outages.

We use a number of leading edge systems and software applications to help maximize our service to customers, such as:

· CRM Case logging system with Online portal

· Solarwinds remote monitoring and control software

· Managed anti-virus, backup and anti-spam for layered security

Flexible costs, available on request
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We have a strict on boarding process to gather the correct technical detail required to support the infrastructure platform ongoing. This is detailed out more in our full proposal document.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We simply remove the remote monitoring and management agent that would have been deployed at take on.
End-of-contract process
Reactive help desk support during business hours (extra over 24/7 available on request and with an uplift to standard costs) and proactive remote monitoring and management powered by Solarwinds.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • IOS
  • Windows
Designed for use on mobile devices
No
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
No

Scaling

Independence of resources
Its a cloud based service with elasticity

Analytics

Service usage metrics
Yes
Metrics types
From the rmm agent deployed a vast array of technical information can be gleaned and reported on by request.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Solarwinds RMM and StorageCraft

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
No
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
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
There is no data to export with this solution. call reports can be granted via our logs in Microsoft dynamics crm.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
Traffic from the buyers network checks in to solarwinds secure private cloud via the install agent and the traffic is one way.
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
There is a defined sla document that is attached in a later section
Approach to resilience
See attached documentation sets
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Defined bu user groups and security policies.
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 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
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
01/06/2022
What the ISO/IEC 27001 doesn’t cover
A.14 System acquisition, development and maintenance.
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
Government led cyber essentials compliance
Information security policies and processes
In line with government led cyber essentials criteria with clear responsibility on some operation board members.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The solution is built on solarwinds remote monitoring and management tool sets who have a clear road map of future releases and their approach to change management
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
In line with solarwinds security guidelines, polices and procedures
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Monitoring is built in to the rmm agent
Incident management type
Supplier-defined controls
Incident management approach
There is a documented process for raising any concern or incident, which will be looked at and actioned via the chain of command

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

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Tackling economic inequality

Kick are proud to be among one of the 3,500 companies across Scotland championing the Living Wage. Since 2020, we've been committed to fair pay, contributing to the collective effort that's delivered a pay rise to over 64,000 workers and put over £485 million into the pockets of low paid workers.

Equal opportunity

Kick are fully committed to promoting equality, diversity and inclusion, by which we mean:
Equality: providing equal opportunities and fairness for all employees, workers and job applicants, and eliminating unlawful discrimination;
Diversity: recognising, respecting and valuing the differences in our people’s protected characteristics, backgrounds, skills and experience and encouraging gender diversity, age diversity, ethnic diversity, diverse physical ability and neurodiversity in our workforce;
Inclusion: ensuring a workplace culture that is fair and safe for all staff, that values our differences and enables each person to be themselves, achieve their potential and thrive at work.

Wellbeing

Supporting the wellbeing of our employees is a key priority. We offer a comprehensive benefits package that includes private healthcare and a cycle-to-work scheme. We provide training for line managers on mental health issues and have qualified mental health first aiders throughout the company. We actively promote initiatives like Mental Health Week and Stress Awareness Month internally to our staff.

Pricing

Price
£75 to £125 a user a year
Discount for educational organisations
No
Free trial available
No

Service documents

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 natalie.davidson@kickict.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.