Service Description Archive Storage in the Cloud

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1 Service Description Archive Storage in the Cloud Product Overview Archive Storage in the Cloud enables an organisation to migrate their valuable but seldom used data to a cost efficient, reliable and secure Cloud based repository. Product Features Archive Storage in the Cloud provides a secure and scalable solution to the increasingly challenging issue of handling vast data growth. The Archive Storage in the Cloud solution allows organisations to avoid the cost of upgrading and enhancing expensive primary storage solutions by releasing the capacity consumed by infrequently accessed data. The solution provides the following features: Elasticity the solution scales indefinitely, providing an end to capacity management issues that plague primary storage systems. Metered Billing organisations are charged based on how much capacity is consumed a true Pay-asyou-grow model. Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres and benefits from QinetiQ s Protective Monitoring solution. Example Use Cases Organisations wish to securely store and/or backup files previously held on expensive primary storage for long term archive, releasing capacity to handle new data requirements. Organisation wish to securely store write once, read many (WORM) data sets in a highly available and infinitely scalable solution. Technical Features Archive Storage in the Cloud provides the following features: Cloud Optimised Storage The Archive Storage in the Cloud solution is based on EMC s Atmos Cloud Storage platform. EMC s Atmos was designed for Cloud Storage and provides inherently secure and scalable data repository. Multi-tenant Architecture the Archive Storage in the Cloud solution uses a system of Tenant and Subtenants which allows an organisation to further separate their storage repositories. This can facilitate Shared Service solutions. Standards based connectivity Archive Storage in the Cloud is accessed via standards based SOAP and RESTful API s. This provides greater scalability compared with traditional CIFS and NFS based solutions. Manual or Automated Data Transfer Organisations can choose to either manually upload data into Archive Storage in the Cloud or can opt to use a range of solutions, such as EMC Cloud Tiering Appliance, to provide an seamless and automated way to leverage the Archive Storage in the Cloud platform. Flexible Protection levels: o Local Protection (GeoParity) data is written across multiple disks and multiple nodes to ensure that data remains available even if a drive or node should fail. o Remote Protection (Replication) data is written to one UK data centre and copied out to a second UK data centre to ensure that data remains available even if an entire site/data centre should fail. o Data Retention data can also be tagged with a policy which prevents its deletion until it reaches a specified age (e.g. 3 years, 7 years, etc.). Document: Archive Storage in the Cloud Page 1 of 5

2 An overview of the G-Cloud Service (functional, non-functional) Archive Storage in the Cloud provides a secure, cost-effective and highly resilient repository which organisations can trust to store their valuable but seldom accessed data. Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Suitable for IL0, IL1, IL2 and IL3 data. All datacentres (locales) are highly resilient Tier3, UK sovereign with List-X status. Connectivity Available Connectivity via the internet or a government secure network (PSN, GSI, PNN, N3, etc.) is standard. Details of the level of backup/restore and disaster recovery that will be provided Organisations can choose from a range of protection levels. The default level is Local Protection - data is held in a single named UK locale and protected using EMC GeoParity coding which improves data durability. Optional: Remote Protection can be chosen where data is stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. Some automated tiering solutions may provide a localised cache which will allow users to access data even in the event that both data centres are unavailable. On-boarding and Off-boarding processes/scope etc. On-boarding: The organisation will be issued with unique Credentials (UserID, Subtenant ID, resolvable hostname and shared secret). These details are entered into the EMC Cloud Tiering Appliance or other compatible automated solution. Data can then be securely moved into the Archive Storage in the Cloud solution. Off-boarding: Prior to terminating the contract, the organisation is able to transfer all their data out of the solution. When the organisation terminates their agreement with Lockheed Martin, Lockheed Martin ensures all of the organisation s data is deleted. Pricing (including unit prices, volume discounts (if any), data extraction etc.) IL0 IL2 IL3 SL SL SL The pricing in the above table is based on per GB per month. Data transfer out of the platform (i.e. network traffic) is charged at 0.14 per GB. Pricing is exclusive of VAT. Document: Archive Storage in the Cloud Page 2 of 5

3 Product / Service Options SL1 SL2 SL3 SLA 99.90% 99.95% 99.99% Availability Single copy Local Protection Remote Protection Retention None Configurable Configurable Scalability Unlimited Unlimited Unlimited QinetiQ Protective Monitoring None Basic Advanced 1. Local Protection - data is held in a single named UK locale, protected using EMC GeoParity coding which improves data durability. 2. Remote Protection - data is stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. 3. Data Retention Policy - the organisation may choose to implement a global policy for data retention (or automated expiry and deletion) of one, three or seven years. Service Management Details A comprehensive secure online portal will provide the common Service Management functionality and address standard requirements. An experienced, qualified ITIL Service Delivery Manager will be assigned to each client, and will be responsible for the on-going client relationship. They will also provide assistance with reporting, incident escalation and continual service improvement, at all times following Lockheed Martin s ITIL-based process framework. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Lockheed Martin will adhere to the following in terms of maintenance windows; Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. Lockheed Martin shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of Lockheed Martin s infrastructure relating to the Services shall happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday; Planned Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, Lockheed Martin shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of Lockheed Martin s infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. Document: Archive Storage in the Cloud Page 3 of 5

4 Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Incident Response Initial response and update frequency SL1 SL2 SL3 Auto response with access to online portal Within two hours, and every 8 hours thereafter Bespoke Within an hour and every 4 hours thereafter Dedicated customer support advisor Within first 15 minutes and every 2 hours thereafter Update methods Auto Bespoke Phone Dedicated customer support advisor Incident review FAQs via online portal Incident report Incident report Availability 99.90% 99.95% 99.99% Service credits 5% of monthly fee 10% of monthly fee 15% of monthly fee Financial recompense model for not meeting service levels If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the Client will be eligible for service credits. Service credits will be calculated as a percentage of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). Training A range of user and administrators manuals, tutorials and FAQs are available online. Ordering and invoicing process Billing for the service can either be monthly or quarterly. Payment can be via the following methods: Purchase Order, Direct Debit or Debit/Credit Card. Service lead time New organisations will typically be deployed within one day from order. Shorter deployment times may be available and prioritised upon request. Existing organisations have instant access to additional storage with no notice period required. Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) At the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. Document: Archive Storage in the Cloud Page 4 of 5

5 Termination costs There are no termination costs for this Service. Lockheed Martin may make an additional charge for transferring data out of the service. Data restoration / service migration This service provides organisations with Cloud-based storage via open protocols. Organisations are able to extract data in much the same way that they originally loaded it (e.g. manually or via automation). As the format of data is not changed during the import/export, organisations have complete flexibility over data restoration and service migration. Consumer responsibilities The selection, purchase and installation of a 3 rd party appliance or software solution. Clients must be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they abide by our Security Operating Procedures (SyOps). Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) For automated data migration methods, organisations will require a compatible Intelligent Tiering solution such as EMC Cloud Tiering Appliance, CommVault and others. Organisations will require internet access (IL0-IL2) or connectivity via a government secure network (IL3) to the Lockheed Martin Cloud Platforms. Details of any trial service available A 30 day free trial for a single organisation with up to 5TB of storage is available upon request. Document: Archive Storage in the Cloud Page 5 of 5

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