e2e Managed Customer Private Cloud Infrastructure Service Definition Document

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1 e2e Managed Customer Private Cloud Infrastructure Service Definition Document Overview A range of Private Cloud infrastructure managed services where the customer buys or already owns the physical equipment and datacentre hosting but uses a cloud service provider to manage the infrastructure. These are fully managed cloud infrastructures including all network, security and virtualisation components. Organisations can then deploy servers and applications onto the secure infrastructure with e2e working with them to configure the physical components of the system. The service comes in three variations that align with the organisations workload, availability, threat and data classification posture. Organisations can choose a profile that meets their security requirements. This service is designed to manage clouds hosting OFFICIAL and OFFICIAL-SENSITIVE data. The support service model can be scaled up on demand (on a day by day basis if needed), providing outstanding value for money and return on investment. Service Description e2e provide network, firewall, server, storage, backup management of a customer s Private Cloud. Supported technologies are listed below: - VMWare - Hyper-V - Cisco firewall, vpn devices routers and switches - HP servers and storage - Juniper firewalls, routers and switches - Microsoft Servers - Linux Servers - Other firewalls such as WatchGuard and Palo Alto Scale-up service levels on demand - flexes with your service level to ensure the resources are available when you need them most Securely enables your business by allowing you to pursue the best value services and maximise opportunities whilst maintaining your security posture 1

2 Three levels of Private Cloud Services to accommodate any OFFICIAL or OFFICIAL-SENSITIVE requirement e2e s Support Services operate based on an IT Service Management ITIL lifecycle model All management access to the service can be secured with two or even three factor authentication and encryption using CESG CPA approved devices Simply put these Managed Private Cloud Services enable you to consume the benefits of the cloud without compromising security and affordability. 2

3 The Managed Customer Private Cloud Infrastructure Service The Managed Customer Private Cloud Infrastructure Service is designed for organisations that have in house or third party physical private cloud infrastructure that requires managing by a cloud provider. There are three levels of service provided that vary in availability, scale security and features. How do I know which service is appropriate? There is a level of service appropriate for all organisations. If you do not currently know what the right level of service is we offer a simple process: 1. e2e provide a free, one day on site cloud workshop led by a CESG Senior IA Architect where we work with your organisation to establish your Private Cloud requirements and cover aspects such as your organisations risk profile and security assurance requirements, connectivity requirements as well as your platform and application requirements. 2. The workshop report includes expert advice from e2e and includes generating your heat map similar to the below and this gives us a score: 3. This score then maps to our recommended services: 3

4 4. If you need more help we can provide follow up workshops with no commitment from you to purchase a cloud service. We will walk you through a risk based approach that starts with your business requirements and allows you to decide which service aligns best. 4

5 e2e Managed Customer Private Cloud - levels of service Baseline Service Hours Service Hours Response Time Emergency/out of hours 24/7 response time Change Windows Automated Backup Enhanced Service Hours Service Hours Response Time Emergency/out of hours 24/7 response time Change Windows Automated Backup of configurations Premium Service Hours (change windows 24/7/365) Service Hours Response Time Emergency/out of hours 24/7 response time Change Windows Automated Backup of configurations *additional out of hours changes can be purchased using extended support days 8am to 6pm Mon-Fri 1 hour 8 hours Inside Service Hours No 8am to 6pm Mon-Fri 1 hour 8 hours Inside Service Hours plus 2 changes/month out of hours* Yes 8am to 6pm Mon-Fri 1 hour 2 hours Out of hours Yes Short term service scale up options The service includes the BAU activities relating to managing the cloud infrastructure but it is possible that the customer requires the reassurance of having e2e resource on hand to support their IT team during critical times. Below adds scale up support to cover emergencies or other times of high service demand or heightened importance. Private Cloud Management and Support Ad hoc items Extended support add on 24/7 response uplifts support level to a one hour response 24/7 for any day or number of days Per Day

6 Medium term service scale up options It is possible to scale up from Baseline to Enhanced and from Enhanced to Premium or from Baseline to Premium. There are no one off charges for scaling service levels up or down. Customers are charged at the new level of service pricing for the period of time they operate at that level of service. There is a one month minimum term for a scale up of this type and the customer can scale down in the same manner. Cloud service scale down options It is possible to scale down from Enhanced to Baseline and from Premium to Enhanced or from Premium to Baseline. Customers are charged at the new level of service pricing for the period of time they operate at that level of service. There is a one month minimum term for a scale up of this type and the customer can scale down in the same manner. 6

7 Pricing The on-boarding charge covers the initial service setup, deployment initial firewall rules and VPNs, customer specific networking and DMZ requirements, etc. The managed service covers support and maintenance of the infrastructure components and changes to the physical networking, firewalls and VPNs. The pricing is based on how many VMs the service supports, where a VM is 8GB RAM and 2vCPU. Service Level Number of VMS supported by cloud Baseline ,500 1,700 Enhanced ,500 1,700 Premium ,000 1,700 Baseline ,000 1,700 Enhanced ,000 1,700 Premium ,000 1,700 Baseline ,000 1,700 Enhanced ,500 1,700 Premium ,000 1,700 Baseline ,500 2,500 Enhanced ,000 2,500 Premium ,000 2,500 Baseline ,000 2,500 Enhanced ,000 2,500 Premium ,000 2,500 Baseline ,000 5,000 Enhanced ,500 5,000 Premium ,000 5,000 Baseline ,000 5,000 Enhanced ,000 5,000 Premium ,000 5,000 Baseline ,000 7,500 Enhanced ,000 7,500 Premium ,000 7,500 Baseline ,000 7,500 Charge per Month On-Boarding 7

8 Enhanced ,000 7,500 Premium ,000 7,500 Baseline ,500 7,500 Enhanced ,000 7,500 Premium ,000 7,500 Baseline ,500 7,500 Enhanced ,000 7,500 Premium ,000 7,500 Baseline ,000 10,000 Enhanced ,500 10,000 Premium ,000 10,000 Baseline ,500 10,000 Enhanced ,000 10,000 Premium ,000 10,000 Baseline ,500 10,000 Enhanced ,000 10,000 Premium ,000 10,000 Baseline ,000 10,000 Enhanced ,000 10,000 Premium ,000 10,000 Baseline ,000 10,000 Enhanced ,000 10,000 Premium ,000 10,000 Baseline ,000 10,000 Enhanced ,000 10,000 Premium ,000 10,000 Baseline ,000 15,000 Enhanced ,000 15,000 Premium ,000 15,000 Baseline ,000 15,000 Enhanced ,000 15,000 Premium ,000 15,000 Baseline ,000 15,000 Enhanced ,000 15,000 Premium ,000 15,000 Priced examples A customer has a private cloud capable of supporting 100 VMs and requires a cloud infrastructure managed service at Baseline. 8

9 On-boarding: 2, Monthly managed service: 10, The same customer decides that the cloud is now running more critical services and scales up the managed service to Enhanced: Monthly managed service is now: 12, The cloud grows and is now capable of supporting 150 VMs. Enhanced service is still required: Monthly managed service is now: 14, The customer approaches a critical go-live period and uses e2e ad hoc support days for the last two weeks and also shifts the service to Premium for the first two months of live service: Monthly managed service is now: 17, Extras support charge for month: 10* 850= 8, After go-live the customer moves the service back to Enhanced and is now charged 14, per month. Fixed VPNs for Cloud Connectivity Creating a VPN for the purpose of managing the cloud is included in the on-boarding and assumes the customer uses their own VPN solution at their end of the VPN. Customers may choose to connect more VPNs to the Private Cloud so long as the solution at their end meets the required standards and is on the CESG approved list as a CPA device. Each VPN setup is charged a one off e2e can supply and manage VPN devices to connect customer offices or other clouds to the Private Cloud, using CESG approved CPA VPN devices. All equipment and management is provided by e2e. There is a one time on-boarding charge and then a fixed monthly fee per VPN. Optional Customer or Cloud e2e managed fixed VPNs (per site/location/cloud) On boarding Per Month

10 Other Services Custom Private Cloud design - we work with you to incorporate any customer design element, custom components (physical or virtual) into the cloud design so that we can incorporate any customisations you wish to make. We can accommodate many different types of customer specific requests and charge on a time and materials basis. Service training we provide training on how to use the IaaS service. This is typically done on site to a group of people at your organisation. It is only required if your organisation requests it as most consumers are familiar with the virtualisation tools (VMWare or Hyper-V). Ad hoc support we come and spend the day with you and your team assisting with any support issues or working as one of your support team to assist in a support task. This would only be needed in exceptional circumstances but we understand that there may be critical events that requires as much de-risking as possible and having an e2e cloud support expert on site is one way to achieve this. Data migration services - we assist you to move your data into or out of the service. Can also be used to connect to and migrate data to other cloud systems such as hybrid or public cloud services for the purpose of data or machine migration or configuring ongoing hybrid cloud services. For service migration e2e allows existing data to be migrated to and from the Private Cloud platform. Typical formats include exported VM images from VMWare or Hyper-V or VM templates of servers/server images. We support many methods of transferring data and existing services in and out of our Private Clouds. Advice and consultancy these days are typically used to support your organisation at times when you need expert cloud architects on site to support you. Examples of such events are when internal or external auditors have design/architecture questions, meetings with Accreditors/Assessors, preparing for penetration tests, preparing to roll out new applications to the cloud, cloud planning activities, presentations to the board/it managers or any other such event that requires technical cloud architects present to support you. Other Services Custom Private Cloud design per day Service training per day Ad hoc support per day Data migration services Advice and consultancy per day 1,

11 Service Specific Terms and Conditions On-boarding On-boarding is included with the following scope: one VPN will be provided to the customer for the purpose of cloud management. Optionally we can also migrate data into the service on a time and material basis. Off-boarding Backups Disaster recovery Service lead time Minimum term Early exit charge Termination charge Consumer responsibilities Technical requirements Ordering and Invoicing Data restoration/service migration Financial recompense model Training Off-boarding is included with the following scope: all management access will be revoked. Optionally we can also migrate the data out of the service on a time and material basis (such as management access logs). Backups of all devices are included in the service. There is no specific Disaster Recovery service but as we have backup copies of your configurations this may aid your Disaster Recovery plans. We can also manage your equipment in any Disaster Recovery location you may have. We can typically commence on-boarding in 5-10 working days from acceptance of order 3 months. None None Providing access to and accounts to manage the equipment. For management of the service a VPN to the Private Cloud is required using a CESG CPA foundation level approved device that can be provided by the customer or supplied by e2e. Monthly in arrears by Purchase Order or Direct Debit Data can be migrated into the service by the customer using the VPN access methods provided. e2e can assist with this process on a time and materials basis if required. Data can also be migrated out of the service as and when required by the customer. e2e can assist with this process on a time and materials basis if required. If the service level falls below the stated availability (excluding planned or emergency maintenance and excluding any fault that is not the responsibility of e2e or e2e components), consumers will be eligible for a service credit. Service credits are provided as professional service credits that can be used for any support, design or security activities and are calculated at a value of 10% of service spend on the particular service. There is no training provided. 11

12 Trial Service Service Management Service Constraints There is no trial service available. e2e provide a service desk to manage this service. Planned maintenance periods are agreed per customer but default to periods after 8pm Mon-Fri or at weekends. More information and contact details For more details on this service and to see the other services we offer visit Enquiries, and more information is available on request, with any queries. 12

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