Druva InSync

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: Requires normal levels of access to user data

User support

Email or online ticketing support: Email or online ticketing
Support response times: Business critical offered as standard with priority of response set by customer. Critical having 1 hour initial, high 2 hours, medium 4 hours and low 8 hours. We offer premium support (at a cost) with critical being 30 mins, high 1 hour, medium 2 hours, and low 4 hours
Business critical offered as standard with priority of response set by customer. Critical having 1 hour initial, high 2 hours, medium 4 hours and low 8 hours. We offer premium support (at a cost) with critical being 30 mins, high 1 hour, medium 2 hours, and low 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: 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: Business critical offered as standard with priority of response set by customer. Critical having 1 hour initial, high 2 hours, medium 4 hours and low 8 hours. We offer premium support (at a cost) with critical being 30 mins, high 1 hour, medium 2 hours, and low 4 hours
Business critical offered as standard with priority of response set by customer. Critical having 1 hour initial, high 2 hours, medium 4 hours and low 8 hours. We offer premium support (at a cost) with critical being 30 mins, high 1 hour, medium 2 hours, and low 4 hours
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. Druva 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: Documentation is via the website to registered users of service.
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.

Please see following link to see documentation outlining all requirements:
https://developer.druva.com/reference
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: Logos can be changed to white label the service

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: Druva

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
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: Other
Other data export formats: TBC
Data import formats: Other
Other data import formats: TBC

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: 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 available 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: Users and management are separated and controlled with separate authentication portals. RBAC is also used to determine a users level of system access
Access restriction testing frequency: At least once a year
Management access authentication: Other
Description of management access authentication: Users and management are seperated 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: Yes
Any other security certifications: ISAE 3000 Type II audit performed yearly by KPMG

Certifications around Safe Harbor

Review of our security/privacy controls for handling HIPAA-compliant PHI

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: Druva'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 changes are stable
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Druva 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: Druva'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 Druva's logging infrastructure.
Incident management type: Supplier-defined controls
Incident management approach: Druva 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: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

Phoenix is Carbon Neutral - eight years ahead of government targets. We have achieved this by offsetting our operational emissions with carbon credit-approved schemes. By 2026 we will have further reduced our emissions by 50%, and by 2040 we will be Carbon Net-Zero.

We are ISO 14001 certified and hold IEMA membership. In addition, we have developed a Sustainability Carbon Accounting System, which is updated monthly and work closely with suppliers to ensure compliance and best practice throughout our supply chain and operations.

Contract waste will be minimised by recycling wherever possible, removing any general waste we create, and most crucially using cloud technology:

Our clean air low carbon initiatives reduce the impact of our car emissions on the environment and support people's health:

All company cars are electric vehicles
Car Share programmes
Flexible working hours for public transport timetables
Electric vehicle charging points in the car park for all employees to use on personal or company vehicles
Use of public transport centrally arranged and promoted for customer visits as the preferred choice of travel
Hybrid working environment with staff only required to travel to the office 2-3 times a week.
No 'car idling' policy

To support customers on G-Cloud in fighting climate change, we will deliver the following sustainability workshops free of charge:

Explore how Microsoft technology can help you record, report, and reduce your carbon emissions in one platform
Understand how to procure ICT kit for a circular economy, accounting and mitigating for the carbon cost of your hardware
Discover how you can implement ISO 14001 principles for robust environmental governance and compliance
Learn how to engage your workforce and change their behaviours to work in greener ways, reducing paper and mileage
Covid-19 recovery: Covid-19 recovery

N/A
Tackling economic inequality: Tackling economic inequality

Phoenix takes our responsibilities seriously around our supply chain to tackle economic inequality, increase resilience and capacity, and create new business, new jobs, and new skills.

We are committed to working with a diverse supply chain to provide a route to market, with over 70% of our services supply chain represented by SMEs. In addition, Phoenix is a signatory of the Prompt Payment Code to show our dedication to driving change towards fair payment terms and boosting the economy.

A member of our Alliances Team works with each partner to give them the necessary support to help them achieve their goals. We operate open-book pricing models with most of our partners to ensure fair margin allocation and encourage implementing improvements for mutual gain-share.

Phoenix ensures its suppliers are treated fairly, ensuring invoices are paid on time as well as promoting fair commercial arrangements. Phoenix encourages all suppliers that the products they supply are from sustainable sources and have excellent quality and environmental practices. This includes ensuring that human rights are adhered to throughout the supply chain. Phoenix is an ethical employer and is committed to raising its staff's well-being, living standards, skills, and health.

These values are upheld in our Supplier Code of Conduct (www.phoenixs.co.uk/about-us/corporate-policies/supplier-code-of-conduct) with our suppliers audited for compliance to ensure our customers are confident they are working with an ethical, social and sustainable supply chain.
Equal opportunity: Equal opportunity

We are committed to ensuring equality, diversity, and inclusion throughout our workforce and eliminating unlawful discrimination. You can read our Diversity and Inclusion Policy at www.phoenixs.co.uk/about-us/corporate-policies/equality-diversity-and-inclusion-policy.

We are passionate about helping women to advance in the IT industry by providing them with access to and support from other women working within the industry, as well as flexible working for every employee and an enhanced parental leave package. This commitment has proved hugely successful with 32% of positions at Phoenix held by women – well above the 20% industry average.

We have also begun our grassroots work by speaking in schools to highlight the roles available within the tech industry and encourage more women to consider careers in tech from an early age.

We are proud to be an accredited Living Wage Employer, supporting an important socially responsible policy and investing in our people.In addition to this, when establishing partnerships with parnters, and suppliers, we also check their living wage status to ensure that the message is heard and acted upon by all.

We are a proud signatory on the Race at Work Charter which underpins our commitment to take practical steps to ensure that we are tackling barriers that people face in recruitment and progression.

We work with our customers and employees to ensure that they can utilise the accessibility options available to them within the technology, apps, and services we all use daily. Whether this is the device they use, the accessibility checker within Outlook or Word, or live captions that can be added to all Microsoft Teams meetings, we ensure that how we work is as inclusive as possible.

We are a Disability Confident Committed employer, this scheme supports organisations like Phoenix to make the most of the talents people with disabilities bring to the workplace.
Wellbeing: Wellbeing

We are committed to creating a compassionate workplace where all employees feel supported personally and professionally by challenging the stigma surrounding mental health, raising awareness, and offering education opportunities. In 2020, we signed Mind’s ‘Time to Change Employer Pledge’ to back our commitment.

We ensure that our team are supported, remain in communication with management and each other, and understand that they can speak openly to their managers about their health and wellbeing to encourage discussion about how we can help them. Our programme of activities is run by our internal mental health and wellbeing ambassadors to help promote positive mental health and embed it into the culture of the organisation.

We hold internal monthly calls where employees are invited to openly discuss mental health and wellbeing, covering topics such as: loneliness, body image, Pride month, menopause support, and parental wellbeing. The aim of these sessions is to remove the stigma often associated with mental health by providing a platform that encourages open and honest conversations about mental wellbeing.

Each employee at Phoenix is given one hour a month on a Wednesday, to do something that supports their wellbeing.That’s 3,732 hours across the entire company each year dedicated to wellbeing.

We have undertaken research and engaged in internal conversations about menopause in the workplace to understand how we can better support our employees with the physical and emotional symptoms of the menopause.

We use the Microsoft Viva platform to help our employees manage their digital well-being and understand how they can change how they work to improve well-being across the organisation.

We have eight mental health first aiders across the business who are professionally trained to provide mental health support and guidance to members of our team who require it.

Pricing

Price: £3.12 a unit a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Druva InSync

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents