Phoenix Software Ltd

KeepIt

SaaS Backup Solution

Features

• Backup & Recovery - quick recovery of important SaaS data
• Backup and restore of critical business data and recovery procedures
• Governance & Compliance - Security and Privacy controls
• Ransomware Protection - monitoring and protection against Ransomware attacks

Benefits

• Quick recovery of important SaaS data
• backup and restore of critical business data and recovery procedures
• Governance & Compliance - Security and Privacy controls
• Ransomware Protection - monitoring and protection against Ransomware attacks

£2.37 a user a month

• Education pricing available
• Free trial 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

953804439503783

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

Service scope

• Service constraints: No
• System requirements:
  • MSO365DedicatedServiceUser, TemporaryGlobalAdminpermissions, MSO365 License
  • EntraIDDedicated Service User, Temporary Global Admin permissions, MSO365 License
  • Dynamics365(CE) - Dedicated Service User, Temporary Global Admin permissions
  • PowerBIDedicatedServiceUser, TemporaryGlobalAdminpermissions, MSPBI license
  • AzureDevops DedicatedServiceUser, TemporaryGlobalAdminpermissions, MS365
  • Salesforce - Salesforce Admin Permissions needed for installation
  • Zendesk - Zendesk Admin permissions needed for installation

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Different SLAs are in place -
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• 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: Through the Keepit platform or via the Keepit Help site.
• Web chat accessibility testing: Keepit is not working to any accessibility standards at this point in time
• Onsite support: No
• Support levels: 3 Levels of Support - Level 1, Level 2, Development/Engineering team; Support is free; All Customers are given a Customer Success Engineer with the possibility to involve our Solution Engineering team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding and Implementation session can be arranged via online meetings. Sessions take approximately 45-60 mins to have the full implementation complete - though depends on the Customer's readiness.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: https://help.keepit.com/en/support/home
• End-of-contract data extraction: All data can be exported from the platform. Customers can download as much content they like. All content is downloaded in the same format it was backed up from, for example, a PDF file existing in Microsoft Office 365 will be downloaded in the same format.
• End-of-contract process: At end of contract, unless agreed otherwise, Customers can download all their data from the platform within 30 days of termination of contract.

Using the service

• Web browser interface: Yes
• Using the web interface: -Browsing to the login page publicly available. Logging in and creating a connection to their SaaS workload.; - All changes are made available through the application online.; - no limitations
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Users can access their Company's backup sets, restore singular or items in bulk with ease.
• Web interface accessibility testing: Keepit is not working to any accessibility standards at this point in time
• API: Yes
• What users can and can't do using the API: -Customer can generate a token is that is required; - Define the endpoints and content they want exported from the Keepit platfrom and manipulate the endpoint to suit their needs.; - No
• API automation tools: Other
• Other API automation tools: All tooling that accepts RESTful APIs
• API documentation: Yes
• API documentation formats: Other
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Keepit offers 2 load balanced datacenters, in the event on datacenter is receiving higer load, Customer's will be switched to the other datacenter
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Yes. If Customer's have exceeded their User limits they will be notified.; Notified Via Email and in-app notification

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics:
  • Keepit provides information on backup speeds
  • Size of backups,
  • Storage chances
  • Number of item changes.
• Reporting types: API access

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Keepit

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Customer backup data at rest is encrypted using industry standard (AES) encryption.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • SaaS workloads
  • Microsoft Office 365
  • Microsoft Entra ID
  • Microsoft Dynamics CE
  • Microsoft Power BI
  • Microsoft Azure DevOps
  • Salesforce
  • Google Workspace
  • Zendesk
• Backup controls: Backups are performed automatically, 2 times per day.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: For secure customer's login Keepit uses HTTPS as a secure extension of HTTP configured on a TLS certificate to establish a secure connection with the server. This provides a safe and secure transmit of the data and login information.
• Data protection within supplier network: Other
• Other protection within supplier network: To provide confidentialityavailability, and integrityof information, Keepit implements securitymeasures like encryption, logging, role-based access control, third-party security assessment. Keepit’s network securitymeasures include firewalls, remoteaccesscontrol via VPNs, and detection of unauthorized or malicious network activity via security logging and monitoring. ; Keepit operates two completely separate physical facilities in the region in which the customer decides, all customer data is replicated between these facilities and all operations run active-active from these facilities. This setup allows the customer full access to data as well as continuation of the service even in the unlikely event of the total loss of a full physical site.

Availability and resilience

• Guaranteed availability: The Services availability goal for Keepit is to deliver 99.9% uptime over any calendar quarter. Keepit will notify any significant outage in availability known to Keepit, including scheduled maintenance, on its website at https://status.keepit.com/; If Keepit does not meet such an availability goal during a calendar quarter falling within the term of an Order Form, the Customer will be eligible for receiving Service Credits as defined in Terms of Service
• Approach to resilience: Datacenter providers operate datacenters according to “Tier 3” standards meaning power, cooling and other subsystems have very significant redundancy designed in. In addition to that, Keepit operates active-active from two separate physical locations allowing the continued service to customers even in the event of a full site loss (or any single system loss). ; ; System and data center performance is continuously compared to baseline thresholds, while Keepit's health monitoring system monitors the physical equipment (e.g., environmental, network, hardware, operating systems, and services) with 30-second granularity, alerting on a range of unwanted situations (e.g., high temperatures in Keepit's data centers, failing disks in storage systems, congested network connections that threaten to impede ingress and egress, etc.).
• Outage reporting: Keepit will notify any significant outage in availability known to Keepit, including scheduled maintenance, on its website at https://status.keepit.com/

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: Multi-factor authentication (MFA) adds a layer of protection to the sign-in process. When turned on, to access the platform a user must provide additional identity verification. ; Only the Master Admin user role can control authentication mechanisms. These are controlled at the account level, meaning changes apply to all users in the account, including for the Master Admin who enabled it. ; MFA can be configured using the following factors: trusted IPs and TOTP. ; Keepit support SSO using the Entra ID and Okta as Identity Provider
• Access restrictions in management interfaces and support channels: The principle of least priviledge is followed within Keepit where if an employee requires access to particular systems a formal procedure is in place. Please note that access to customer's data is restricted only to the customer. No employees from Keepit have access to customer data.
• Access restriction testing frequency: At least once a year
• Management access authentication: Other
• Description of management access authentication: Keepit has User Access Management Policy in place as per ISO 27001. The allocation and use of privileged access rights are restricted, controlled and granted to users based on the principle of least privilege and segregation of duties. As for Keepit Platform, Keepit has several types of user roles, each of which has a different set of permissions. Users can perform the actions of their roles only on connectors they have access to. Please note that access to customer's data is restricted only to the customer. No employees from Keepit have access to customer data.
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: You control when users can access 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: 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: BSI
• ISO/IEC 27001 accreditation date: 4/8/2022
• What the ISO/IEC 27001 doesn’t cover: Keepit Statement of Applicability is available under NDA.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Keepit obtains on ayearly basis an independentthird-partyISAE3402 TypeIIauditreport

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: Information Security management system was documented and implemented in Keepit based on ISO27001 requirements. Internal information security policies cover all ISO27001 Annexes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ISmanagementsystem was documented and implemented in Keepit based on ISO27001requirements. A ChangeManagement policy isinplace and reviewed by the certification body during the ISO27001audit. System changes/updates are tracked on Confluence/Jira. The QA/Operations teams are responsible for maintenance of the changes. ; For our platform, allchangesareentered by opsmanagement into the ITSM system for execution by opsstaff. Execution of standard procedures by opsstaff in response to events is documented in ITSM system. For software changes Keepit employs an extensive SDLC process covering everything from the initial Value Proposition of a change to Solution Design, Implementation, automatic/manual explorative testing, final QA and then deployment toproduction.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Keepit has a formal vulnerability management process in place. Keepit's Operations team monitors all network/server activity in shifts, 24/7. The information security team and Operations team are working on the security-related issues and communicate to affected parties. All security related patches are installed as recommended as soon as possible with the highest priority.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use an advanced logging system to track all activity. Keepit's Operations team monitors all network/server activity 24/7. In addition, Keepit has a SOC (Secuirty Operations Center) team. The customer facing user interface provides an Audit Log interface which exposes security events relevant to the customer account in question.
• Incident management type: Supplier-defined controls
• Incident management approach: Keepit maintains an Incident Management Policy as well as Data Breach Policy, which amongst others account for the notifications provided to the Customer where a data breach or other security incidents are known or reasonably suspected. Such notifications will be provided without undue delay in accordance with GDPR art. 33(2) and secton 3.6. of the Data Processing Agreement.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Other
• Other virtualisation technology used: As the Keepit Backup platform is a SaaS solution, tenant data is seperated logically on the instances.
• How shared infrastructure is kept separate: As the Keepit Backup platform is a SaaS solution, tenant data is seperated logically on the instances.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: They use reusable energy

Social Value

• Social Value:

  Social Value

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

  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

  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

  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

  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

  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: £2.37 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 2 week trial/proof of concept

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.