Infrastructure Services

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1 Information Security Management System Infrastructure Services Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation Services Systems Management Desktop-as-a-Service Comms-as-a-Service Platform-as-a-Service G-Cloud VI OCSL Page 1 OFFICIAL Status

2 Contacts Your contacts at OCSL are: NAME: SARAH HOLMES ROSS HOLLIDAY ADAM COURTNEY TITLE: Compliance Team Leader Head of Public Sector Operations Director ADDRESS: OCSL, East House, New Pound Common, Wisborough Green, West Sussex, RH14 0AZ TELEPHONE: +44 (0) (0) (0) OCSL Page 2

3 Table of contents Contents 1. Overview of this service Key benefits Why choose OCSL Key features OCSL G Cloud 7 Services Information assurance ISO27001 and ISO Government Security Classifications (GSC) Level of backup, restore and disaster recovery provided On-boarding and off-boarding Service management details Service constraints Service levels Overview of pricing Financial recompense model for not meeting service levels Training Ordering and invoicing process Ordering Invoicing Data restoration / service migration Customer responsibilities Technical requirements Trial service Features not included in this G-Cloud service Termination process Cancellation...14 OCSL Page 3

4 17.2 Acceptance...14 OCSL Page 4

5 1. Overview of this service OCSL provide on/off premise infrastructure services including assessments, managed services, and cloud services, tailored to individual requirements. OCSL have achieved top tier partner status with multiple vendors but remain vendor agnostic, enabling us to use the right technologies for the right purpose in an efficient and cost effective way. 1.1 Key benefits Can work within your existing teams, or as an outsourcing partner Flexible service offerings, tailored to your requirements Reduce impact customer resources Security Cleared SC and Developed Vetting DV resource available Delivered as a monthly service, Outcome/Unit-Based or Flexible Resourcing 1.2 Why choose OCSL Enterprise level service for a fraction of the investment Highly skilled team with 25 years of delivering services to customers worldwide Bespoke, fully transparent service OCSL s data centres are ISO27001 & ISO9001 certified, Government OFFICIAL and NHS N3 certified OCSL Page 5

6 1.3 Key features Transitional, Operational and Governance services Services at every level: Design, Build, Test, Run, Migrate, Operate, Decommission Services for hardware, software, applications, backup, DR, monitoring and more Health checks, maintenance and fully managed services Cloud hosting and backup solutions in our own UK datacentres Full service desk and monitoring services Dedicated account manager and regular service review meetings Can be combined with other services for an end-to-end solution Coverage of N3, PSN, OFFICIAL, OFFICIAL-SENSITIVE data assets OCSL Page 6

7 1.4 OCSL G Cloud 7 Services OCSL Backup as a Service OCSL Infrastructure as a Service - IaaS Compute OCSL Infrastructure as a Service - IaaS Storage OCSL Secure N3 & OFFICIAL Access Services OCSL Platform as a Service PaaS OCSL Software as a Service SaaS OCSL Application Assessment Services OCSL Digital Assessment Services OCSL Digital Strategy OCSL Flexible Resourcing Service OCSL Infrastructure Assessment OCSL Infrastructure Services OCSL Consultancy Services - Microsoft Azure OCSL Consultancy Services - Microsoft Enterprise Mobility Suite EMS OCSL Consultancy Services - Microsoft Office 365 O365 OCSL Route to the cloud OCSL Service Delivery & Cloud Transition Services OCSL Solution Architect Services OCSL Systems Management OCSL Systems Monitoring OCSL Transformational Services OCSL Page 7

8 Information Security Management System 2. Information assurance 2.1 ISO27001 and ISO9001 OCSL Managed Services have been successfully certified to ISO27001 since May 2011 and ISO9001 since November Our mature Information Security Management System (ISMS) and Quality Management System (QMS) are continually maintained by our Compliance Team as proven in regular internal and external audits. Our certification body is Registrar of Standards (Holdings) Ltd, trading as United Registrar of Systems, Registrar of Standards Ltd & Global Registrars Inc. Their UKAS Reg no is The scope for both certificates is: The Supply of Managed Services, specialising in Public and Private Cloud Infrastructure, including Business Continuity (Disaster Recovery & Backup/Recovery) and Remote Management/Monitoring Solutions. All services are hosted at our UK Data Centres, which are in scope of our ISO27001 certificate. All services are managed on site and in house by OCSL Managed Services employees. We do not use subcontractors. Our Service Desk is ITIL-aligned. 2.2 Government Security Classifications (GSC) OCSL Managed Services IaaS is accredited by CESG s Pan Government Accreditation to process OFFICIAL government information. OCSL Page 8

9 3. Level of backup, restore and disaster recovery provided Backup, restore and disaster recovery is not included in this service. Please refer to OCSL BaaS (Backup as a Service) on the OCSL Digital Market Place portal to purchase this capability. OCSL do offer Disaster Recovery as a service. For all enquiries please contact OCSL Page 9

10 4. On-boarding and off-boarding This is not applicable to this service. 5. Service management details Where applicable, OCSL would expect to discuss any Service Management requirements with the client on an individual basis prior to purchase. 6. Service constraints Where applicable, OCSL would expect to discuss any Service Constraints with the client on an individual basis prior to purchase. 7. Service levels Where applicable, OCSL would expect to discuss any Service Levels required with the client on an individual basis prior to purchase. 8. Overview of pricing Please see the OCSL G Cloud pricing document which details the pricing structure for this service. 9. Financial recompense model for not meeting service levels Where applicable, OCSL would expect to discuss any Financial Recompense Models required with the client on an individual basis prior to purchase. 10. Training Training is provided where offered, as a discrete service. OCSL Page 10

11 11. Ordering and invoicing process 11.1 Ordering The customer can buy OCSL s cloud based services using the Digital Marketplace Invoicing The customer shall pay by BACS the amounts set out in the Call Off Agreement (signed by the customer and OCSL). All amounts and fees stated, or referred to, in the Call Off Agreement are exclusive of value added tax, which shall be added to OCSL s invoice(s) at the appropriate rate. OCSL shall invoice the customer following the end of each month for the service(s) performed by OCSL during that month. All invoices shall be sent by and post to the customer and shall contain a detailed breakdown of the costs included in the invoice. Each invoice is due and payable within 30 days after the invoice date. 12. Data restoration / service migration Not applicable to this product. OCSL Page 11

12 13. Customer responsibilities The customer will respond in a timely manner and in any event within the times and dates reasonably necessary and agreed with OCSL to enable OCSL to perform its obligations under this SOW. The customer will provide OCSL with reasonable access to appropriate personnel (with the relevant skill and knowledge) and facilities of the customer and shall notify OCSL personnel in writing of any special health and safety hazards of which the customer is or has become aware which may exist or arise at the customer site which may affect OCSL personnel. Where work is required to take place in sensitive areas or locations subject to access controls, the customer will (i) make OCSL aware of any access restrictions and (ii) will define and implement arrangements that the customer deems acceptable to ensure the security and access protocol checks on personnel engaged on works in such areas. The customer will make OCSL aware of any such restrictions during the planning of each Project and ensure that any such arrangements do not cause delay to the agreed schedule of the work. The customer will provide administrative support to co-ordinate schedules, participants diaries and meeting rooms for workshops, meetings and knowledge exchange sessions. The customer will empower selected individuals to make decisions on behalf of the customer and will ensure that a quorum of decision makers participate in each Project and attend specific meetings where decisions making is required. OCSL Page 12

13 14. Technical requirements The customer acknowledges that OCSL s ability to deliver the Services is dependent upon (i) the customer s reasonable and timely co-operation with its obligations as set out or referenced in the SOW and (ii) the accuracy and completeness of information and data that is requested and required from the customer to enable OCSL to deliver the Services. OCSL will have access to data, people and facilities relevant to this engagement as reasonably requested by OCSL (whether verbally or in writing). Where the customer cannot provide access to the data/information requested by OCSL or where such information and or data is not in existence at the date on which the customer is required to provide it to OCSL, then the customer shall (i) provide OCSL with written notification in advance of OCSL requiring this information/data and (ii) provide an alternative means of providing OCSL with the data/information requested by OCSL to allow OCSL to perform the Services and/or provide the Deliverables. OCSL personnel will work from the customer UK offices or remotely. There shall be no requirement for OCSL personnel to travel to other sites, unless otherwise agreed in advance and in writing by OCSL. In performing its obligations, OCSL will comply with [Company] s policies that are relevant to OCSL s attendance at the relevant Site or use of the customer s IT and facilities, subject to the following: o The Customer will provide OCSL with details of steps required to comply with applicable policies in advance of the performance; and o If compliance with the customers policies (as notified to OCSL in accordance with this clause) cannot reasonably be achieved by OCSL consistent with the scope or pricing of the Agreement, the parties will agree to the necessary arrangements in accordance with the Change Control Procedure Pricing below is for In Hours only i.e to Monday to Friday. If there is a requirement identified for Out of Hours this can be incorporated via standard change control. There will be a cost implication to the customer and will be subject to resource availability. OCSL Page 13

14 15. Trial service This is not applicable to this service. 16. Features not included in this G-Cloud service This is not applicable, OCSL aim to be as flexible as possible. 17. Termination process Termination terms are as per the standard G-Cloud 6 framework terms and conditions Cancellation The customer may cancel this engagement upon providing not less than one week s notice to OCSL. Failure to do so will result in the following charges: In the event that the customer cancels or delays the engagement within 48 hours of the proposed start date and OCSL has been unable to reallocate resource for planned activity, the customer will be charged at 100%. In the event that the customer cancels or delays with more than 48 hours, but less than 1 weeks notice, and OCSL has been unable to reallocate resource for planned activity, the customer will be charged at 50%. In the event that at least one week s notice is given to OCSL, no charge will be made Acceptance In all cases where Customer sign-off is required, in the event that the customer does not respond within five (5) days of receipt of OCSL s request for deliverable/service acceptance then, the deliverables / services shall be deemed to be accepted and OCSL shall be entitled to invoice for the deliverable/service. OCSL Page 14

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