TIMICO LIMITED SERVICE SPECIFIC SCHEDULES

Transcription

1 SCHEDULE [number] DRaaS DEFINITIONS In this Agreement, the following expressions shall have the following meanings unless the context otherwise requires: Customer Environment Customer Requirements Document Customer Resource DRaaS DraaS Services DR Invocation Off Platform On Platform Scheduled Invocation the Secondary Site Zerto Software the components whether they be software or hardware that make up the Customer s solution in respect of which the Customer has requested the Draas Services; the document setting out the set up and procedures for the delivery of the DraaS Services; the resource components such as CPU, RAM, HD and other components that are used to create the elements of the Customer Environment.; disaster recovery as a service; the services set out in the Customer Requirements Document; a request by the Customer for failover; a cloud and hosting environment that is hosted in a data centre that is not managed by the Supplier; a cloud and hosting environment that is managed by the Supplier but that is hosted in a data centre; where the Customer requests that all or part(s) of their resource be failed over to the Secondary Site; the Supplier s facility to which the Customer Resource will be failed over; and the enterprise-class business continuity and disaster recovery software solutions supplied by Zerto for virtualized infrastructure and cloud solutions. 1. SERVICES SUPPLIED 1.1 This schedule relates to the supply of the DRaaS Service and any associated professional services as are set out in the Customer Requirements Document. Timico Limited 2014 Page 1 of 6 DOC v1 October 2014

2 2. USE OF THE SERVICE(S) 2.1 The Customer acknowledges that the Service is only available to customers: that either fully own their hardware or that have full administrative rights to it; or where the hardware is provided and managed by the Supplier; and the Customer can provide the Supplier with the required access permissions for installing the Zerto Software. 2.2 The requirements set out at paragraph 2.1 above apply irrespective of whether the hardware is located On Platform or Off Platform. 2.3 For the avoidance of doubt, the Service is not available where the Customer is using a public or shared cloud platform. 2.4 In order for the Supplier to provide the Service the Customer s cloud and hosting environment must be compatible with the Zerto Software specifically for VMware Based Environments. The Customer acknowledges that at the Commencement Date, the only Hypervisor supported by the Supplier is VMware Based Environments. 2.5 Subject to the provisions of clause [11] [DRAFTING NOTE: where using the Enterprise agreement] / [9][DRAFTING NOTE: where using small business terms] of this Agreement, the Supplier shall have no responsibility or liability in respect of any changes the Customer makes to its environment that may impact the usability of the installed Zerto Software, whether that environment be a Customer owned platform, a Supplier managed platform or On Platform or Off Platform. 2.6 The DraaS Service will provide the Customer with a bare metal restore of a snapshot of the server / environment in question. Should the Customer require a full back up at file level, the Customer must use software that provides this function. The Supplier is able to provide this service to the Customer as part of a different service for an additional charge. 3. DR Invocation 3.1 The Customer will confirm in writing to the Supplier the names of nominated individuals that are authorised to request a DR Invocation. 3.2 The Customer and the Supplier have agreed a unique password/passcode specifically for the Service. 3.3 The Customer shall only be entitled request a DR Invocation via an individual nominated pursuant to paragraph 3.1 above providing the agreed unique password and passcode. 3.4 The steps comprised in the DR Invocation process are set out at paragraph 7 of this schedule. Timico Limited 2014 Page 2 of 6 DOC v1 October 2014

3 4. On the DR platform 4.1 In the event of a DR Invocation in respect of either a part(s) or the whole Customer Environment, the Customer shall be entitled to hold its failed over resources on the Secondary Platform for a period of thirty (30) consecutive days. 4.2 During the time period referred to at paragraph 4.1 above, the Customer will pay a pro-rated amount of the Charges (in line with the VDC Cloud Charges as set out in the Charging matrix at the Appendix, based upon the length of time the Customer Resources are held on the Secondary Site and the size of the facility required. The DRaaS and Zerto charges will not apply during this period and the customer will receive a credit for these charges. Fees may also apply for any software that requires to be licensed in a live production environment. 4.3 Should the Customer require the resources to be held on the failed over platform following the expiry of the thirty (30) consecutive day period, the Supplier reserves the right to request that the Customer move on to a fully live production environment on the VDC Cloud Charges as set out in the Charging matrix in the Appendix). 5. Failback process 5.1 Subject to the Supplier having the available resource, it will assist the Customer to failback on to the Customer s primary platform. The Supplier shall have the right to charge additional professional services charges for such services. Any such additional charges will be agreed in advance with the Customer. For the avoidance of doubt, in the event that the parties are unable to agree the level of additional charges, the Supplier shall have no obligation to provide the failback service. 6. Scheduled Invocations and Annual Tests 6.1 The Customer shall be entitled to request a scheduled DR Invocation of the Customer Resource whereupon professional services Charges and standard resources Charges as set out in the Appendix will apply. 6.2 The Supplier will conduct one annual DRaaS test (within the twelve (12) month period of the Commencement Date) of a representative sample of the Customer Environment, as set out in the Customer Requirements Document. This test will be scheduled to a date agreed between the parties and the cost of such test is included in the Charges. 7. SERVICE LEVEL AGREEMENT This paragraph sets out the scope of the Services, the details of the DR Invocation process and the applicable performance levels. 7.1 Description of services The Service Specific Service Levels shall apply to the following: Timico Limited 2014 Page 3 of 6 DOC v1 October 2014

4 DRaaS from the Customer owned platform that has the necessary Zerto permissions installed on the nominated Servers at the Customer s site of [INSERT] to be recovered on to a platform provided and managed by the Supplier, at the Secondary Site The process for a DR Invocation and the agreed time frame for beginning the process of recovery. 7.2 Disaster Recovery Process Step1: DR Invocation Request The Customer will follow the support process by initially calling the Enterprise Support Team to log the request and then promptly following such call will confirming the request via an (to servicedesk@timico.co.uk ) using the subject header DR Invocation Request. Within 15 minutes receipt of the ed request,, the Supplier Enterprise Support representative will contact the nominated Customer contact and verify the invocation password and the Customer s requirement for the DR Invocation to commence Step2: the Supplier Invokes DR The failover process will commence within 15 minutes of completion of Step 1.. The time frames for the failover process itself will be dependent upon the size of the bandwidth between the Customer s platform and the Supplier s platform. The Supplier will, however, work within a framework of a minimum of 15 minutes and a maximum of 60 minutes Step3: DR Invocation Process Following completion of Step 2, the Supplier shall: select the set of virtual machines that are required to be recovered for the Customer; set Zerto to failover to the Secondary Site with the defined recovery point time; and verify virtual machines start up at the Secondary Site Step4: Re-route Networking When all virtual machines have failed over, the Supplier networking team will re-route the Customer s IP addresses to failover to the Supplier s firewalls. In the event that the Customer is using an Edge Gateway, the networking will be re-routed to the Supplier s core routers. This is a manual task which involves bringing up the Timico Limited 2014 Page 4 of 6 DOC v1 October 2014

5 interface for the defined Customer at the Secondary Site. Once this has been done, the Customer s public address space will be brought up at the Secondary Site Step5: Verification 7.3 Scope of services Following completion of Step 5, the Supplier shall verify with the Customer that the environment is running as expected and no further actions are required. Process Priority Description Target Response / Fix Time Associated Service Credit DR Invocation Request Response to DR Invocation Request Within 15 minutes DR Invocation Initiation The DR Invocation Process Re-route Networking Commencing the DR Invocation Process Provided the right conditions are met and dependent on the allocated bandwidth the minimum time from which the restore process will be complete This is a manual task, depending on the Customer being Off Platform or On Platform 7.4 The Supplier Responsibilities Within 15 minutes of the request being confirmed This process will take a minimum of 15 minutes to a maximum of 60 minutes. If the Customer is On Platform the network will be automatically re-routed. If the Customer is off platform this will be a manual task. The equivalent amount to the Charges for 1 day s calendar month of service for every 1 hour the DR Invocation process has not been fixed, commencing from 60 minutes after the process has commenced. This will be based on the time stamp on the ticket raised for the authorized request to commence this process The Supplier Shall: deliver the Services in accordance with the Service Specific Service Levels, and generate weekly status reports which it will deliver electronically to the Customer within the timeframe set out in the Customer Requirements Document; and where reasonably required by the Customer in relation to its of receipt of the Services, give the Customer access to the Supplier s systems for the purpose of managing those elements of the shared environments/ networks as are specified in the Customer Requirements Document. Timico Limited 2014 Page 5 of 6 DOC v1 October 2014

6 7.4.2 For the avoidance of doubt, the Supplier shall have no obligation to provide any services other than those expressly set out in this Agreement. The Customer shall be responsible for performing all other activities required to ensure successful performance of the Services. Timico Limited 2014 Page 6 of 6 DOC v1 October 2014

7 Appendix Service charges Matrix Prices are monthly per unit of resource/software as described below DRaaS Monthly charges applicable for the DRaaS service. CPU 4.40 RAM 3.00 HD 0.20 Zerto 30 Standard Monthly Charges applicable whilst failed over. CPU RAM HD 0.20 Zerto N/A Professional Services Charges: per day. Timico Limited 2014 Page 7 of 6 DOC v1 October 2014