IBM Mainframe Services. 10 April G-Cloud. service definitions

Transcription

1 IBM Mainframe Services 10 April 2014 G-Cloud service definitions

2 TABLE OF CONTENTS Definitions and Interpretation... 4 The Services... 6 Core Services... 6 Optional Services... 8 Additional Services Changes to the Services Support of the Core Services Customer On-boarding Service Administration Security Arrangements Service Reporting Customer Off-boarding Customer Responsibilities Service Availability Service Levels Service Maintenance Windows Billing and Invoicing Invoicing Charges for z/os LPAR and Optional Services Discount to Charges for Unavailability Charges for Network Connectivity Pricing z/os LPAR and Storage Network Connectivity Optional Services Additional Services Appendix 1: Information Assurance Appendix 2: Termination Terms Page 2

3 By Consumers By Capgemini Appendix 3: Location of content required by Schedule Further Information Page 3

4 Definitions and Interpretation This Service Definition should be read in conjunction with Capgemini s terms and conditions for the provision of Capgemini RightCloud services ( RightCloud Terms and Conditions ). Any term used but not defined in this Service Definition shall have that meaning ascribed to it in the RightCloud Terms and Conditions. Additional Service means any further service to be provided by Capgemini which is not part of the Core Services or the Optional Services and which may be purchased pursuant to section 2.3 of this Service Definition. Aggregation Point is that point on the external face of the Capgemini data centre where the collective multiple network connections combine to an external port. Complex Variation is any variation which is not a Simple Variation or Decommissioning and, for the avoidance of doubt, includes the addition of Optional Services. Complex Variation Order means the document or data set which contains Capgemini s confirmation of the charges and/or terms and conditions associated with the requested Complex Variation. Confirmed Variation Order means the document or data set that contains Capgemini s confirmation of the Customer required variations to the previously provisioned Services and, where required pursuant to section 3 of this Service Definition, Capgemini is in receipt of the Customer s confirmation of its agreement to any costs or limitations of such variations. Core Services mean those services that the Customer is required to purchase in order to have access to z/os LPARs, as described in section 2.1 of this Service Definition. Deactivation means ceasing the provision of one or some z/os LPAR(s), additional storage and/or any Optional Services pursuant to section 4.5 of this Service Definition, such that there is provision of at least one z/os LPAR remaining and Deactivated shall be construed accordingly. Decommissioning means the Deactivation of all z/os LPARs, additional storage and/or Optional Services but not the disconnection of the Network Connectivity and Decommissioned shall be construed accordingly. Discontinuation means ceasing the Services in their entirety through the Deactivation of all z/os LPARs, additional storage and/or Optional Services and the disconnection of the Network Connectivity. Discontinued shall be construed accordingly. Incident means in respect of the Services, the loss of function or identification of issue or change to the status of any monitored z/os LPARs, storage or Optional Services provisioned to the Customer. LPAR means a Logical Partition (LP) with a set of physical resources (processor(s), memory and channels) hosted on an IBM Mainframe. Page 4

5 IBM Mainframe Infrastructure means that part of the Capgemini Infrastructure comprising the IBM System z Mainframe and external storage arrays (including backup devices), within the Swindon data centre from which the z/os LPAR is hosted. IBM Mainframe Service means: The provision of z/os LPARs on demand, following the establishment of network connectivity, to allow Customer access to flexible compute power for data/ applications. The option to purchase associated Optional Services, including additional MIPS, storage, additional IBM Mainframe software, ziip processors, Capacity Management, DR, High Availability through the usage of Sysplex within a single Processor, at additional cost. MIPS means the amount of processing power allocated to the z/os LPAR. Network Connectivity means the network connection between Capgemini and the Customer as more fully described in section of this Service Definition. Operating System means a supported version of the IBM z/os software platform installed onto the provisioned LPAR (as described in section ). Optional Services means those services, provided supplementary to the Core Services, activated on initial provisioning or which can be activated or Deactivated at the Customer s request by means of a Confirmed Variation Order and as variously described in section 2.2 of this Service Definition. OSA Port means a port on an Open Systems Adaptor card (type of network interface card). Relevant Service Request Method means: An from an authorised user. RightCloud Terms and Conditions means the general terms and conditions for the provision of Capgemini RightCloud Mainframe Service under the Framework Agreement for G-Cloud Services 5. Service Request is any request made by the Customer for administration activities or an amendment to the current Services. Simple Variation means a change to the IBM Mainframe Services capacity in the following increments (subject to the minimum configurations defined in section 2.1.1): 10 extra MIPS capacity (as is described in section 2.2.1) and/or 9 GB of DASD storage (as is described in section 2.2.2) and/or 1 GB of Backup Storage (as is described in section 2.2.3). Unavailability Threshold means the maximum time (in hours) per month that the IBM Mainframe Infrastructure can be unavailable before a service charge discount shall apply in accordance with section 7.3 of this Service Definition. The Unavailability Threshold is more fully described in section 6.1 of this Service Definition. z/os LPAR means a LPAR, Operating System, external storage, together with stated support, management and availability monitoring, according to the Order and any subsequent Confirmed Variation Orders. Page 5

6 ziip means a System z Integrated Information Processor which can run eligible workloads such as DB2 (v8 or later) and Java workloads when enabled as a zaap (System z Application Assist Processor). The Services This section describes: a. The Core Services, which are necessary in order for the Customer to use its z/os LPARs (section 2.1). b. The Optional Services that the Customer may elect to receive from Capgemini in addition to the Core Services, subject to the payment of additional charges (section 2.2). c. The process by which the Customer may purchase Additional Services (section 2.3) The delivery is based on an on-shore/off-shore model and as such, data may be accessed from outside of the EEA, but would be subject to data protection controls. The Core Services and Optional Services cannot be customised beyond what is described in this Service Definition. Core Services The Core Services comprise the following: Provisioning of z/os LPARs Capgemini will provision the z/os LPARs described in the relevant Order and as subsequently varied by any Confirmed Variation Order. The provision of z/os LPARs consists of: LPARs One or more LPARs to be hosted on an IBM System z Mainframe within Capgemini s data centre in Swindon, in the United Kingdom. Each LPAR to be configured with a base allocation of 250 MIPS and 2 GB memory. Operating System The operating system running on each z/os LPAR will be IBM s z/os v1.13 software (including all base elements and the optional features listed) plus additional IBM software as follows: z/os Base: o z/os Communications Server SNA. Page 6

7 o z/os DFSMSdfp. o z/os DFSMSdss. o z/os DFSMShsm. o z/os DFSMSrmm. o z/os DFSORT. o z/os HLASM. o z/os HLASM Toolkit. o z/os ICKDSF. o z/os Integrated Security Services. o z/os ISPF. o z/os JES2. o z/os LE. o z/os NFS. o z/os OSA/SF. o z/os RMF. o z/os SDSF. o z/os Security Level 3. o Z/OS Security Server (RACF). o z/os SMP/E. o z/os TSO/E. o z/os UNIX. Enterprise COBOL for z/os. Tivoli Netview for z/os. Capgemini reserves the right to upgrade the version/release of the z/os software (and any additional software which forms part of the core service) in order to maintain the software at a supported level with IBM. If the Customer does not wish the z/os software to be upgraded then this may result in additional charges Due to different Customer requirements, and some Customers having existing licences, any additional management software (e.g. scheduler, performance monitor) that is required and not explicitly mentioned above will be charged separately. Storage Capgemini shall provide, as a base, 54 GB of usable space on unencrypted RAID 5 or RAID 6 DASD, per purchased z/os LPAR, to be allocated on the FICON attached EMC Symmetrix Page 7

8 VMAX storage array. Such DASD is required for the Operating System. Further allocations will be in increments of 9 GB of usable space as per relevant Order. Capgemini shall provide, as a base, 120 GB of unencrypted backup storage, per purchased z/os LPAR, to be allocated on the FICON attached EMC virtual tape library system ; a disk based system and contains no physical tapes. This will be used as the backup medium for the Operating System DASD. Further allocations will be in increments of 1 GB as per relevant Order. Support & Management Capgemini shall provide management of the z/os LPAR by its mainframe support team(s) (principle location as specified in the Order details). This management shall consist of: System management (this includes backup and recovery processes of Operating System DASD to backup storage). Storage management of provisioned DASD and backup storage. Software management (keeping z/os software and additional IBM software set out in section up to date) and support of said software. Service Management: includes service reporting (this does not include service desk). Availability monitoring Capgemini shall provide basic availability monitoring of the IBM Mainframe Service from Capgemini s global support centres. Network Connectivity Capgemini shall provide network connectivity from the IBM Mainframe Infrastructure in its data centre, via a single OSA port (type OSA Express BASE-T, which has a stated bit rate of 1000Mbps). The method of network connectivity between provisioned IBM Mainframe Services and the Customer shall be agreed between the Parties on a case by case basis at the time and documented in the Order. The Customer shall be responsible for providing network connectivity at its own locations and between its own locations and the Aggregation Point. An additional charge will apply for the network required between the IBM Mainframe Infrastructure and the Aggregation Point. Optional Services Capgemini can also provide Optional Services to supplement the Core Services. The Optional Services are provided at additional charge over and above the charges for the Core Services. Page 8

9 Details of the Optional Service(s) to be delivered to the Customer, including the date from which the Optional Services are to be provided and the charges that will apply, shall be agreed in writing between Capgemini and the Customer either in the Order or as a Complex Variation and Capgemini s obligation to provide these Services shall commence from the date agreed between the parties. The Optional Services that Capgemini can provide are: Additional MIPS Under this option, Capgemini will provide the Customer with further MIPS in addition to the amount specified as part of Core Services. For each additional MIP purchased 16MB of additional memory will be allocated to the z/os LPAR. Additional DASD Storage Under this option, Capgemini will provide the Customer with further DASD storage, in increments of 9 GB of usable space, in addition to the amount specified as part of Core Services. Additional Backup Storage Under this option, Capgemini will provide the Customer with further backup storage, in increments of 1 GB, in addition to the amount specified as part of Core Services. Upgraded Network Connectivity Under this option, Capgemini will provide the Customer with upgraded network connectivity to that supplied as part of the Core Service. This upgrade can take the form of alternate or additional OSA port connections to the one that forms part of the Core Service. Upgraded network connectivity requirements will be defined by the Customer and are subject to agreement by Capgemini. Additional IBM Software Under this option, Capgemini will provide installation, management and support of further IBM Mainframe software products which the Customer requires (the license for such software to be held by Capgemini), with the proviso that said software be compatible with the IBM Mainframe Services. The configuration of the software will be defined by the Customer and subject to agreement by Capgemini. Page 9

10 Should this option require increases to allocated DASD or backup storage (necessary to maintain the backup and recovery capability of the operating system), then these will be provisioned and charged using the Additional Storage unit pricing. ISV Software Under this option, Capgemini will provide installation, management and support of ISV software which the Customer requires (the license for such ISV software to be held by the Customer), with the proviso that said software be compatible with the IBM Mainframe Services. The configuration of the software will be defined by the Customer and subject to the agreement of Capgemini. Should this option require increases to allocated DASD or backup storage (necessary to maintain the backup and recovery capability of the operating system), then these will be provisioned and charged using the Additional Storage unit pricing. ziip Specialty Engine Under this option, Capgemini will provide the Customer with a ziip Specialty Engine equivalent capacity; and configured such that any eligible workloads running on the provisioned IBM Mainframe Service can exploit it. Backup and Recovery Management Under this option, Capgemini will manage and provide a backup and recovery service (over and above the backup and recovery service covering the Operating System which is provided as part of the Core Service). Customer specific backup requirements will be discussed and agreed by Capgemini. The additional backup storage will be provisioned and charged using the Additional Backup Storage unit pricing. High Availability and Resilience Under this option, Capgemini will provide a highly available and resilient service through the use of sysplex clustering within a single processor footprint for all workloads which are capable of exploiting Sysplex failover capability. This capability will be provided by the use of multiple LPARs one of which will be a coupling facility LPAR. The charge for this option will include, but not be limited to, the necessary MIP, memory and storage requirements necessary for the extra LPARs as defined by Capgemini and agreed by the Customer. Page 10

11 Capacity Management Under this option, Capgemini will provide capacity management of the IBM Mainframe Service. This will include monitoring, analysis, tuning and reporting on the performance of the IBM Mainframe Service. The reports created will be in a format defined by Capgemini, at intervals agreed between Capgemini and the Customer. Disaster Recovery/Service Continuity Under this option, Capgemini will provide a subset of the IBM Mainframe Service, as specified by the Customer, on the DR IBM Mainframe at the Capgemini data centre in Bristol in the event of loss of Service at Swindon due to hardware failure or site loss. This option implements asynchronous replication of the DASD and backup storage (which Capgemini specify will be required to bring up and run the Mainframe service at Bristol) between storage systems at Swindon and Bristol. This additional storage requirement will be charged using the Additional Storage unit pricing. The DR and Service Continuity requirements of the Customer will be subject to agreement with Capgemini. Additional Services Where the Customer requires any Additional Services, the Customer shall request these by the Relevant Service Request Method. The parties shall, acting reasonably and in good faith, agree the terms and conditions and charges applicable to such Additional Services in the Order Form prior to the provision of those Additional Services and Capgemini shall provide the Additional Services from the agreed date. Capgemini shall have no obligation to provide any Additional Services until the Order Form for those Additional Services are agreed in writing between the parties. Changes to the Services Subject to section 7.2 of this Service Definition, the Customer may request changes to its Services at any time using the Relevant Service Request Method. Except in the case of a Complex Variation, each such request shall be irrevocable unless Capgemini otherwise agrees. Any variation to the Services shall constitute a change to the Contract, which shall be effective upon the issue of a Confirmed Variation Order by Capgemini. These changes shall be reflected in the detail of the invoice issued at the end of the relevant billing period. Page 11

12 (i) Simple Variation The Customer may request a Simple Variation using the Relevant Service Request Method. Capgemini shall action the request and issue an to the Customer to confirm that the Simple Variation has been actioned. This shall constitute a Confirmed Variation Order. (ii) Complex Variation The Customer may request a Complex Variation via the Relevant Service Request Method. Any request for a Complex Variation will be subject to confirmation by Capgemini, who shall advise in writing if and when the Complex Variation can be applied and the charges and terms and conditions associated with the Complex Variation (which shall form the Complex Variation Order). The Customer shall signal its acceptance of the charges and terms and conditions for the Complex Variation, by signing the Complex Variation Order and returning it to Capgemini. The signed Complex Variation Order shall be irrevocable unless Capgemini agrees otherwise. Provided that the Customer has not made any amendments to the Complex Variation Order, Capgemini shall action the request upon receipt of the signed Complex Variation Order and issue an to the Customer to confirm that the Complex Variation has been actioned. This shall constitute a Confirmed Variation Order. (iii) Deactivation The Customer may request a Deactivation via the Relevant Service Request Method. Capgemini shall action a request for Deactivation as set out in section of this Service Definition and shall issue an to the Customer to confirm that the Deactivation has occurred. This shall constitute a Confirmed Variation Order. (iv) Decommissioning The Customer may request a Decommissioning via the Relevant Service Request Method. Capgemini shall action a request for Decommissioning as set out in section of this Service Definition and shall issue an to the Customer to confirm that the Decommissioning has occurred. This shall constitute a Confirmed Variation Order. (v) Discontinuation The Customer may request that the Services be Discontinued via the Relevant Service Request Method. Capgemini shall action a request for the Services to be Discontinued as set out in section of this Service Definition. Such request shall be considered as a notice by the Customer to: (1) terminate the Contract where the Customer has IBM Mainframe Services only; and (2) terminate the Services where the IBM Mainframe Services are part of a wider service provided by Capgemini. Page 12

13 Capgemini shall action a request for the Services to be Discontinued as set out in section of this Service Definition and shall issue an to the Customer to confirm that the Services have been Discontinued. This shall constitute a Confirmed Variation Order. The Customer acknowledges that, once provisioned, z/os LPARs, Optional Services and/or any additional storage will, subject to the provisions of section 7.2 of this Service Definition, continue to be available and billed to and paid for by the Customer until they are either: 1. Deactivated in accordance with section of this Service Definition. 2. Decommissioned in accordance with section of this Service Definition. 3. Discontinued in accordance with section of this Service Definition. 4. Terminated pursuant to the RightCloud Terms and Conditions. Support of the Core Services Customer On-boarding Ordering Process The Customer will order the Services described in this Service Definition in accordance with the procedure described in Schedule 3 of the Framework Agreement for G-Cloud Services 5, using the Order Form in Schedule 2 of that Framework Agreement. Where this Service Definition provides for agreement between the parties on any matter, the precise details of and price for the relevant part of the Service shall be agreed at the time of ordering. Network Connectivity The Customer will provide: Contact details for the person to be contacted in respect of the management of the implementation and delivery of the Services (the Customer IT Contact ). The details necessary to configure the access. The Customer acknowledges and agrees that Capgemini will be unable to provide the Services or provision the IBM Mainframe Service unless and until the Customer provides to Capgemini the information outlined above. The Customer further agrees that Capgemini shall not be responsible for providing the Services until such information has been provided and shall not be responsible for any provision or performance of the Services where the information provided by the Customer is incomplete and/or inaccurate. Page 13

14 Provisioning of IBM Mainframe Service Capgemini will provision the IBM Mainframe Service as specified in the Confirmed Order according to timescales agreed between Capgemini and the Customer. Access to the IBM Mainframe Service will be made available once network connectivity between the Customers network and the Capgemini network (at the Aggregation Point) has been established and successfully tested. Welcome Pack Once the IBM Mainframe Service requested in the Order has been provisioned, Capgemini will provide the Customer with the details of how to connect to the IBM Mainframe Service as part of the Welcome Pack. Customer Data The Customer is responsible for the migration of any Customer Data onto the IBM Mainframe Service. Where the Customer either wishes to transfer large packets of data or requires support with other aspects of data migration, Capgemini can provide assistance with the migration of Customer Data to the IBM Mainframe Service as an Additional Service, purchased by the Customer in accordance with the provisions of section 2.3 of this Service Definition. Training Other than the information provided in the Welcome Pack referred to in section 4.1.3, Capgemini does not provide training as part of the Services. Should the Customer require training, this can be provided as an Additional Service, purchased by the Customer in accordance with the provisions of section 2.3 of this Service Definition. Trial Service There is no formal trial service available. However, subject to section 7.2 of this Service Definition, the Customer has the right to terminate and is therefore able to purchase the Services for a short period in order to trial them should it so wish. Service Administration The Customer shall report all Incidents and Service Requests via the Relevant Service Request Method. Page 14

15 Capgemini supports the IBM Mainframe Services purchased by the Customer under the Contract and accepts no responsibility for (and will not resolve) any issues outside of this scope. Incident Management Where the Customer reports an Incident, Capgemini shall acknowledge receipt of the Incident to the Customer user, within twenty four (24) hours of the Incident being registered. Where the Capgemini monitoring system detects an issue with the IBM Mainframe Infrastructure then Capgemini shall register an Incident. Resolution of an Incident shall be considered achieved when the Incident has either been resolved or is identified as out of scope of the Services. Service Requests A Service Request is a request for assistance with any of the following: Help to resolve an issue with the Services. A question about the Services. The Customer shall register all Service Requests via the Relevant Service Request Method. Security Arrangements Capgemini will host the IBM Mainframe Infrastructure from Tier-3 secured, ISO27001 certified locations. A more detailed description of the certifications and accreditations in place at these locations can be found in Appendix 1 of this Service Definition. This description is provided for information only and does not constitute a contractual commitment by Capgemini. The IBM Mainframe Infrastructure has an Impact level of IL0, with intentions to accredit at Impact Level IL2 at a point in the future. Capgemini will allow access to the IBM Mainframe Service in accordance with the access configuration requirements notified by the Customer pursuant to section of this Service Definition. Service Reporting Capgemini shall provide the following standard reporting metrics, electronically (via ) on a monthly basis to the named Customer IT Contact: Monthly invoicing for all provisioned Services and associated network charges. Capgemini will provide the following reporting metrics via Page 15

16 z/os LPAR, network and storage availability reporting. Customer Off-boarding In the event the Customer requests a Deactivation, Decommissioning or Discontinuation, Capgemini will off-board the Customer as follows: Deactivation Where the Customer requests a Deactivation, Capgemini shall cease providing the relevant z/os LPAR(s), additional storage and/or any other Optional Service(s). Where a z/os LPAR has additional storage and/or Optional Services associated with it, which are not required by the remaining z/os LPAR(s), these will automatically be Deactivated at the same time as that z/os LPAR is Deactivated. Any z/os LPAR not requested to be Deactivated will continue unchanged. Decommissioning Where the Customer requests a Decommissioning, Capgemini shall Deactivate all z/os LPARs and Optional Services (including additional storage). The Customer s Network Connectivity to the IBM Mainframe Infrastructure shall be maintained unless and until the Customer requests that it is terminated via the Relevant Service Request Method. Where the Customer has not requested that the Network Connectivity be disconnected but has Deactivated all of its z/os LPARs, additional storage and/or any other Optional Service(s) for a period of 30 days or longer, then Capgemini will issue a Non-Use Notice to the Customer. The Non-Use Notice will advise the Customer that it has not activated any z/os LPAR for more than 30 days and that, should no further activation of z/os LPARs be made within fifteen (15) days of the date of the notice, Capgemini shall disable the Customer s network connection. At the end of this fifteen (15) day period, Capgemini shall have the right to remove the Customer s Network Connectivity without further notice. Where Capgemini removes the Customer s Network Connectivity, either in response to a Customer request or following expiry of the fifteen (15) day period as set out in the Non-Use Notice, then Capgemini shall send a Confirmation of Disconnection notice to the Customer, stating that Network Connectivity has been removed. The Customer acknowledges that, upon removal of Network Connectivity by Capgemini in such circumstances, then: 1. Where the Customer has IBM Mainframe Services only, the Contract has been terminated. 2. Where the IBM Mainframe Services are part of a wider service provided by Capgemini, the Services have been terminated. If, following disconnection, the Customer subsequently requires further z/os LPAR(s) to be provisioned on the IBM Mainframe Infrastructure, a new contract will need to be established for Page 16

17 the provision of such services and a new Network Connectivity set up. The Customer shall be liable to pay the all set-up charges associated with the new Contract. Discontinuation Where the Customer requests that the Services be Discontinued or the Contract is terminated, Capgemini shall Deactivate all z/os LPARs and Optional Services (including additional storage) and remove the Network Connectivity. The Customer acknowledges that, upon removal of the Network Connectivity by Capgemini in such circumstances, then: 1. Where the Customer has IBM Mainframe services only, the Contract has been terminated. 2. Where the IBM Mainframe services are part of a wider service provided by Capgemini, the Services have been terminated. If, following disconnection, the Customer subsequently requires further z/os LPAR(s) to be provisioned on the IBM Mainframe Infrastructure, a new contract will need to be established for the provision of such services and a new Network Connectivity set up. The Customer shall be liable to pay the all set-up charges associated with the new Contract. Handling of Customer Data in the Off-boarding process The Customer hereby acknowledges that, in performing a Deactivation, Decommissioning or Discontinuation, Capgemini will delete the Customer Data on the relevant z/os LPAR. The Customer is solely responsible for ensuring removal and/ or back-up of any Customer Data that it wishes to retain prior to requesting the Deactivation, Decommissioning or Discontinuation (as appropriate) of the relevant z/os LPAR, additional storage and/or any other Optional Service. Accordingly, Capgemini accepts no liability for any loss of data remaining on z/os LPAR(s), additional storage and/or any other Optional Service once such Deactivation, Decommissioning or Discontinuation request has been made. Where the Customer requires data destruction methods other than deletion, such work shall be considered an Additional Service to be purchased by the Customer in accordance with the provisions of section 2.3 of this Service Definition. Where the Customer requires assistance from Capgemini to move Customer Data from z/os LPAR(s) or additional storage areas, such work shall be considered an Additional Service to be purchased by the Customer in accordance with the provisions of section 2.3 of this Service Definition. Customer Responsibilities The Customer is responsible for all other activities involved in the management of its z/os LPAR(s), other than those stated in section 2.1.1, the provisioning of the z/os LPARs, storage and selected Optional Services shown in the Order or the Confirmed Variation Order. Page 17

18 The Customer responsibilities therefore include but are not limited to the following (unless purchased as an Optional Service, where such a possibility is indicated in brackets, or as an Additional Service pursuant to section 2.3 of this Service Definition): Migration of Customer systems from its current environment onto the provisioned z/os LPAR(s). Installation & licensing of any software or tools and subsequent support & administration of such software/tools (excluding any software or tools provided and supported by Capgemini within the Core Services) is at the Customers own risk and Capgemini will not provide any support provision for this. Licensing of any ISV software which the Customer has a requirement for under section Such licences are to be licenced for the Customer LPAR or processor depending on the software vendor, these licences should allow Capgemini to upgrade the processor at its discreation (to support the mainframe bureau). Migration and/or conversion of any data to be loaded onto the storage infrastructure as may be required. Extraction of any Customer data placed on storage infrastructure. Disaster recovery arrangements for the systems and data stored by the Customer (unless relevant Optional Service purchased). RACF access controls to applications and data. Access controls to applications data (not covered by RACF Access controls). Notifying Capgemini of any security breaches which may allow unauthorised access to the Customer s z/os LPAR(s). Not introducing any data of a higher protective marking than the level for which the service is provided, as set out in the Order form. As indicated, certain of the above responsibilities may be performed by Capgemini as Optional Services. Where Capgemini agrees to perform such responsibilities, the charges and terms for the relevant Optional Services shall be: (a) set out in the Order, where such Optional Services were purchased at the prior to the commencement of the provision of the Services; or (b) set out in the Confirmed Variation Order, where such Optional Services were purchased after the commencement of the provision of the Services. Those responsibilities detailed above which are not indicated as possible Optional Services, may be purchased by the Customer as Additional Services, in accordance with the provisions of section 2.3 of this Service Definition. Page 18

19 Service Availability Service Levels The availability of the IBM Mainframe Infrastructure, including z/os LPARs, storage and network within Capgemini s data centre up to the Aggregation Point, will be measured daily and reported on a monthly basis against the service level shown in the table below: Cloud Infrastructure Service Level Service Level Target Availability % Measurement Period Unavailability Threshold IBM Mainframe Infrastructure Availability where High Availability option is selected IBM Mainframe Infrastructure Availability where High Availability option is NOT selected 99.90% Monthly 0.73 hours 99.50% Monthly 3.65 hours An activated z/os LPAR shall be considered to be unavailable if the Customer users are unable to access the z/os LPAR or associated storage as a result of the unavailability of the IBM Mainframe Infrastructure. Where a service interruption results from any of the following circumstances, the IBM Mainframe Infrastructure shall not be considered unavailable for the purposes of this measure: Scheduled maintenance. Exceptional maintenance where at least 7 days notice has been given to the Customer. Issues beyond the Capgemini-managed network perimeter. Issues caused by the software loaded onto the z/os LPAR by the Customer. Failure by the Customer (including the Customer s personnel) to comply with the terms of the Contract. Failures caused by events outside of Capgemini s reasonable control. Unavailability due to anything unrelated to the Services provided by Capgemini. In the event that a provisioned z/os LPAR is not available to the Customer during any calendar month for more than the Unavailability Threshold in any calendar month, then Capgemini shall discount the monthly charge to the Customer, according to the period of unavailability of that z/os LPAR, over and above the Unavailability Threshold. Calculation of the amount to be discounted from the monthly service charge as a result of unavailability is described in Section 7.3 of this Service Definition. Page 19

20 Capgemini will use its reasonable endeavours to provide the IBM Mainframe Infrastructure to an availability of 100%. Service Maintenance Windows Capgemini shall carry out maintenance activities as required and shall use reasonable endeavours to avoid adverse impact to the Services provided to the Customer. Scheduled Maintenance Routine maintenance shall be carried out during the following scheduled maintenance windows: Monthly last Sunday in the month between hours of 00:01 and 04:00 UK time or at a time mutually agreed with the Customer if change only impacts single Customer The Customer hereby acknowledges that the Services may not be available during these times. Pursuant to section 6.1 of this Service Definition, any downtime as a result of these scheduled maintenance windows shall be excluded from the calculation of availability. Exceptional Maintenance Capgemini shall inform the Customer, giving not less than seven (7) days written notice, in circumstances where it needs to apply a non-emergency maintenance change outside of the scheduled maintenance window and/or down time of Customer z/os LPAR(s) is required. Pursuant to section 6.1 of this Service Definition, any downtime as a result of exceptional maintenance, where 7 days written notice has been given, shall be excluded from the calculation of availability. Emergency Maintenance In order to resolve major issues relating to service stability or security, unplanned maintenance may be necessary from time to time. In this event, Capgemini will provide as much notice as reasonably possible to all Customers advising them of any likely impact on the availability of the Services. Page 20

21 Billing and Invoicing Invoicing Prior to Capgemini provisioning the z/os LPAR, the Customer will provide Capgemini with details of where the invoice should be sent and any specific codes (such as cost centres, purchase order numbers etc) to be used on the invoice. The Customer acknowledges that, without this information, Capgemini cannot provide and shall not be responsible for the provision of any z/os LPAR. Capgemini will issue one invoice, covering all z/os LPARs, additional storage, connectivity costs and Optional Services, used by the Customer. Capgemini will raise invoices at the end of each calendar month, reflecting Services delivered during that month. Invoices will show: Any set-up costs for the provisioning of z/os LPARs, additional storage and/or Optional Services. Any one-time set-up charges for Network Connectivity. The unit rate and the units used in that calendar month for each z/os LPAR, additional storage and/or Optional Services provided. The network monthly run charges. Applicable taxes to be paid on these amounts. Details of the bank account into which the Customer should make payment. The Customer shall pay all invoices electronically, via BACS or SEPA (as appropriate to the country of registration of the Capgemini Contacting Entity). The Customer shall make payment in British pounds. All charges provided in the Order or Confirmed Variation Order are shown, exclusive of applicable taxes, which shall be added to the invoice at the appropriate rates. Charges for z/os LPAR and Optional Services Core Services and any Optional Services (including any additional storage) will be charged based on a monthly rate as detailed in the Order and/or Confirmed Variation Order. The Customer shall pay the monthly fee for each calendar month it received the Services, irrespective of the number of days in a calendar month. Where the Customer commences or finishes the Services part way through a calendar month, the Customer shall be invoiced for the number of days it received the Services in that month. Page 21

22 The daily rate used to calculate the fees in such circumstances is the monthly fee divided by the average number of days in a month (30.42). All Core Services and/or Optional Services activated through the Order shall be charged for a minimum of one month (i.e days) irrespective of whether the Customer chooses to Deactivate any such Services before that period has elapsed. Discount to Charges for Unavailability In the event that an activated z/os LPAR is not available as a result of the lack of availability of the Mainframe Infrastructure (as described in section 6.1 of this Service Definition) to the Customer during a calendar month for a period in excess of the Unavailability Threshold, then Capgemini shall not charge the Customer for that z/os LPAR and any Optional Services associated with that z/os LPAR for the period of unavailability in excess of the Unavailability Threshold. The charge for the z/os LPAR and any associated Optional Services shall be discounted using an hourly rate calculated from the monthly fee divided by the average number of hours in a month (730). Example: A Customer has a High Availability z/os LPAR activated every day in a calendar month, but it was unavailable for 5 hours in that calendar month. The time for which Capgemini shall not charge is 4.27 hours (5 hours unavailable minus the 0.73 hours of the Unavailability Threshold). Hence the discount for that month will be: 4.27 multiplied by the hourly rate for that z/os LPAR and any associated Optional Services. The Customer acknowledges that this discount shall be the Customer s sole and exclusive remedy for a failure by Capgemini to meet the availability threshold set out in section 6.1 of this Service Definition. Charges for Network Connectivity The charges for Network Connectivity are dependent on the network requirements of the Customer and are set out in the Order and/or Confirmed Variation Order. The one-off set-up charge for the implementation of Network Connectivity shall be included in the first invoice to the Customer. The monthly run charge for Network Connectivity shall apply for each full or part calendar month that the network is enabled. Capgemini reserves the right to adjust the network run charge from time to time upon thirty (30) days written notice to the Customer. Page 22

23 Pricing z/os LPAR and Storage Rate Card Single z/os LPAR with: 250 MIPS 2 GB Memory 54 GB DASD Storage 120 GB Backup Storage Description Additional Storage z/os LPAR Pricing Price (per month) 50, Price (per month) DASD storage per 9 GB increments (based on allocated usable storage) Backup storage per 1 GB increments (based on report from Tape Management Systems stating amount of data held on backups) 0.56 per GB 0.14 per GB All charges shown are exclusive of taxes. Sample configuration charges To enable the Customer to compare prices across suppliers, we are required to provide sample pricing for the following configuration: 1 x z/os LPAR with 250 MIPS and 2 GB Memory. 180 GB DASD storage allocation. 350 GB Backup storage allocation. The z/os LPAR is charged at a rate of 50, per month (see pricing table above). The extra 126 GB DASD storage is charged at a rate of 0.56 per GB per month (see pricing table above). This has a price of per month. The extra 230 GB Backup storage is charged at a rate of 0.14 Per GB per month (see pricing table above). This has a price of per month. Total sample price is therefore 50, per month, excluding network charges as described in section 7.4. Page 23

24 The prices shown are all exclusive of taxes. Network Connectivity Prices for network connectivity depend on the type and size of connection required by the Customer. Consequently, the charges for Network Connectivity (both the one-off set up charge and the monthly run charge) will be priced at the time of the Order. Optional Services z/os MIPS Additional MIPs (including 16MB of memory per MIP) ziip specialty engine (capacity will be provided on engine equivalent) Additional Storage DASD storage per 9 GB increments * (based on allocated usable storage) Backup storage per 1 GB increments * (based on report from Tape Management Systems stating amount of data held on backups) Price (per month) per MIP 3000 per month Price (per month) 0.56 per GB 0.14 per GB (*) if DR is selected, then replicated DASD/Backup storage will be charged as Additional Storage using rates above. Prices for all other Optional Services depend on the complexity of the configuration and the requirements of the Customer. Consequently, the charges for these Services will be priced at the time of the Order. Additional Services Additional Services shall be priced using the rates shown in the SFIA Rates Table. The requirements for any Additional Services will be discussed by Capgemini and the Customer and during an order process. Once agreed, the Additional Services, terms and conditions for those Additional Services, charging basis (time and materials or fixed price) and charges shall be documented in the Order. A fixed price premium may be added to any Additional Services charged on a fixed price basis. Page 24

25 Appendix 1: Information Assurance The table below describes the accreditations and certifications in place at Capgemini s data centres which host the Mainframe Services Infrastructure as at the Commencement Date. Capgemini reserves the right to amend its accreditations and certifications at its sole discretion (including, where possible, the organisation performing the certification/ assessment), provided always that it meets its contractual obligations as described in RightCloud Terms and Conditions and sections 1-7 of this Service Definition. Accreditation/ Certification Primary data centre Secondary data centre Tier Tier III (as Certified by Uptime Institute) Tier III (as assessed by HurleyPalmerFlatt design consultants) ISO Yes Certified by BSi Management Systems Yes Certified by BSi Management Systems ISO Yes as certified by DNV Yes as certified by DNV EU Code of Conduct For Data Centres Yes Yes Impact Level IL0 IL0 List X No Yes PUE (Power Utilisation Effectiveness) Rating 1.08 (Believed to be one of the lowest in existence). 1.8 (Rated by Gartner World Class rating) Appendix 2: Termination Terms Termination rights and consequences are set out in the RightCloud Terms and Conditions. The Customers ability to amend consumption of the Services is described in section 3 of this Service Definition. Below is a summary of these rights for both the Customer and Capgemini. In the event of any conflict or inconsistency between this section and the description of these provisions elsewhere in the Agreement, the description elsewhere in the Agreement shall prevail. Page 25

26 By Consumers The Customer may terminate the contract immediately by notice in writing without liability to Capgemini if: Capgemini commits a material breach of any of the terms of the Contract and fails to remedy that breach within thirty days of being notified in writing of the breach. Capgemini becomes insolvent. Capgemini ceases, or threatens to cease, to trade. The Customer may change its consumption of the Services by a Simple Variation, a Complex Variation, Deactivation, Decommissioning or Discontinuation, as variously described in section 3 of this Service Definition. By Capgemini Capgemini may terminate the contract immediately by notice in writing without liability to the Customer if: The Customer commits a material breach of any of the terms of the Contract and fails to remedy that breach within thirty days of being notified in writing of the breach. The Customer becomes insolvent. The Customer ceases, or threatens to cease, to trade. There is a change of control in the Customer. The Customer fails to pay when due any charges invoiced by Capgemini under the Contract. Capgemini may terminate the Contract at any time on thirty (30) days' written notice to the Customer without liability to the Customer if Capgemini no longer provides or supports the services. Appendix 3: Location of content required by Schedule 1 The table below describes where, in this Service Definition, the content required by section of Schedule 1 of the GCloud 5 Framework Agreement can be found: Ref Required Content Section of this Service Definition S An overview of the G-Cloud Service (functional, non functional) Appendix 1 Section 2 provides more detail. S Information assurance Page 26

27 Ref Required Content Section of this Service Definition S The Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information N/A S Which department granted this accreditation or pan-government accreditation N/A S If the G-Cloud Service is not currently accredited early state and also indicate the target Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process information Section 4.3 S Whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service Appendix 1 shows the relevant data centre accreditations S If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be used to process that information N/A S Details of the level of backup/restore and disaster recovery that will be provided Optional Services are available: Backup and Recovery Management section High Availability and Resilience section S On-boarding and Off-boarding processes/scope etc. Customer On-boarding - section 4.1 Customer Off-boarding - section 4.5 S Pricing (including unit prices, volume discounts (if any), data extraction etc.) Billing and Invoicing - section 7 Pricing section 8 S Service management details Service Administration - section 4.2 Service Reporting section 4.4 S Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Service Maintenance Windows - section 6.2 No customisation possible outside Page 27

28 Ref Required Content Section of this Service Definition functionality described in Service Description (see section 2) and the variations contemplated by section 3. No deprecation of functionality/ features planned. S Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Service Levels - section 6.1 S Financial recompense model for not meeting service levels Discount to Charges for Unavailability - section 7.3 S Training None offered, see section S Ordering and invoicing process Ordering Process section Invoicing section 7.1 S Termination terms S By consumers (i.e. consumption); and Appendix 2 - section 10.1 S By the Supplier (removal of the G-Cloud Service) Appendix 2 - section 10.2 S Data restoration/service migration Data restoration section Data Migration: During On-boarding - section During Off-boarding - section S Consumer responsibilities Customer Responsibilities - section 5 S Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Refer to: Network Connectivity sections and Customer Data section Customer Responsibilities section 5 S Details of any trial service available Not available, see section Page 28

29 Further Information For more information about any of our G-Cloud services, please contact Page 29

30 About Capgemini With more than 130,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organisation, Capgemini has developed its own way of working, the Collaborative Business Experience TM, and draws on Rightshore, its worldwide delivery model. Rightshore is a trademark belonging to Capgemini. More information about our services, offices and research is available at The information contained in this presentation is proprietary and confidential. Rightshore is a trademark belonging to Capgemini Capgemini. All rights reserved.