CCS GCloud 7 Platform as a Service

Transcription

1 CCS GCloud 7 Platform as a Service Backup as a Service Service Definition October 2015

2 Service Definition for Backup as a Service Document facts Date: October 2015 Reference: Presented by: RM1557vii GCloud7 Lot 2 Platform as a Service (PaaS) James Sylvester, Public Sector Frameworks and Campaigns Manager Contacts Your contacts at Computacenter are: Contact 1 Executive Sponsor Name: James Sylvester Chris Price Title: Address: Public Sector Frameworks and Campaigns Manager Computacenter (UK) Ltd, Hatfield Avenue, Hatfield, AL10 9TW Sector Director Public Sector and SIs Computacenter (UK) Ltd, Hatfield Avenue, Hatfield, AL10 9TW Telephone: +44 (0) (0) [email protected] [email protected] Notices In the absence of any specific provision, this document has consultative status only. It does not constitute a contract between Computacenter and any other party. Furthermore, Computacenter does not accept liability for the contents of the document, although it has used reasonable endeavours to ensure accuracy and correct understanding. Commercially Sensitive Information This document and all information it contains is commercially sensitive information. The document may not be reproduced or the contents transmitted to any third party without the express consent of Computacenter (UK) Ltd. Computacenter (UK) Ltd Computacenter (UK) Ltd 2015 Page 2 of 25

3 TABLE OF CONTENTS Introduction Service Definition Information assurance Backup and disaster recovery On-boarding and off-boarding Pricing Service management Training Ordering and invoicing process Termination terms Data restoration / service migration Consumer responsibilities Technical requirements Trial service...24 Computacenter (UK) Ltd 2015 Page 3 of 25

4 Introduction EVault SaaS provides secure, reliable, efficient protection of your organisation s critical data, directly through the Internet, so you can safeguard your data without additional capital or IT expenses. It automatically backs up desktop, laptop and server data from across your organisation. You configure your desired retention schedule and monitor your backups via a web browser. Your data is de-duplicated, compressed, encrypted, and then transmitted to one of our toptier datacenters. With EVault SaaS, you know that your data is protected by industry experts, according to the highest standards of security and reliability. And it s all at your fingertips whenever you need it. EVault SaaS centralises the backup and recovery of data on all computers distributed throughout your organisation headquarters, remote and branch office (ROBO) locations, and even laptops. Agents automatically back up your data over the Internet to a highly secure datacenter. You monitor and manage everything within a web browser. Recovery is just as easy: when you need to restore data, simply navigate to the recovery point via an intuitive interface, then click. EVault Reports provide details about the status of your backups. Computacenter (UK) Ltd 2015 Page 4 of 25

5 1. Service Definition EVault SaaS EVault SaaS is a professional-grade cloud backup and recovery service that is secure, reliable, and efficient. When you purchase this cloud service, you get a data protection expert with you every step of the way: A fulfilment engineer guides your installation and training session, covering agent setup, backup planning, backup job configuration, and backup monitoring. You have the option to use a physical device for initial seeding. The EVault vault administration team fully manages and seamlessly scales the backend hardware, storage, and infrastructure in the Cloud. The software agent automatically runs backups according to the configured schedules. You monitor backup status through EVault CentralControl. EVault Support is available 24x7x365 for emergencies How It Works The EVault technology platform is a pure disk-to-disk architecture. EVault SaaS has three key modules that make it easy to deploy and manage. CentralControl: Enables you to centrally manage all backups from a web browser. Create and schedule backups, manage retention schedules, initiate restores, and more. Agents: Installed on every protected system, EVault agents execute backup and recovery processes per the schedule configured in the CentralControl. Back up one or more files or folders, or the full system. Vault: Stores, monitors and manages the backed-up data. Authenticates the agent and accepts data from it. Automatically ages data according to your retention strategy. Performs back-end deduplication to further reduce the storage footprint Computacenter (UK) Ltd 2015 Page 5 of 25

6 Delta Backups and Other WAN Optimisation Technologies After you perform your first full backup, EVault will find and transmit only data blocks that are new or changed since the last backup. To go even further, EVault also employs adaptive compression and bandwidth throttling. The result: minimal bandwidth usage, small backup windows, reduced storage footprint (50:1 storage savings over traditional file-based backup), and simple single-pass restores. Quick File Scan: Patented process identifies new or changed blocks by rapidly scanning files on every protected system or server. Adaptive Compression: Reduces size of transmitted data blocks by percent. EVault selects the best compression algorithm based on available CPU and network bandwidth. Dynamic Bandwidth Throttling: Customers control the amount of network bandwidth available for backup jobs; especially useful for frequent backups of critical data, or in limited-bandwidth environments. Enhanced CPU Utilisation: Automatically splits backup jobs across multiple CPUs, freeing source-system processing power for other tasks. Self Healing: Automatically recreates the delta index file if it is corrupted or missing. This way, delta block-level processing continues to function and identify only new or changed blocks. End-to-End Encryption EVault encryption protects backup data inside the firewall, as it travels over the wire, and when it s in storage. There are no back door decryption keys; only the key holder can enter the correct code. Front-End Encryption: Data is encrypted using the National Institute of Standards and Technology (NIST) 128-bit or 256-bit Advanced Encryption Standard (AES) prior to leaving the backup server. Over the Wire Encryption: The backup and restore activity is encrypted. This over the wire encryption ensures backup data transmitted between the client and the electronic vault is secure, even over the Internet. At-Rest Encryption: Data remains encrypted while in the EVault Cloud. Computacenter (UK) Ltd 2015 Page 6 of 25

7 Single-Pass Restores EVault s ability to build virtual synthetic full backups dynamically ensures data is always available for instant recovery with a simple point-and-click, one-step restore process. EVault continually checks the integrity of backup data sets. End users can even restore their own data using the EVault CentralControl. World-Class Customer Support and Service We are available when you need us, providing you with 24x7 support for mission-critical issues. You can reach us through phone, , live chat, and our Customer Service Portal. Our support is top-notch quarterly surveys consistently show better than 98 percent customer satisfaction. EVault Implementation Services ensure you effectively deploy your solution. Our engineers train you on EVault SaaS, and implement a solution to meet your business needs. The streamlined implementation process gets you up and running quickly and easily so you can begin reaping the benefits of EVault SaaS. The training and installation can be broken into three phases: Agent Setup Access to the latest agent software on the Customer Service Portal Agent management through EVault CentralControl Backup Job Configuration Data protection planning and job creation Job scheduling Retention management Encryption configuration Recovery training Backup Monitoring Configuration of proactive notifications Monitoring backup job status Troubleshooting guidelines Computacenter (UK) Ltd 2015 Page 7 of 25

8 Options EVault SaaS Companion Services and Products EVault SaaS customers can access a collection of optional products and services that accelerate service deployment and recovery for those systems you care most about. EVault Premium Data Transfer Service EVault Premium Data Transfer Service helps you transfer data to and from your DR facility. This service involves rented storage appliances shipped to your site, enabling you to seed or recover data more quickly than is possible using the Internet. EVault Vault administrators walk you through tasks, making seeds and recoveries painless and easy. How It Works The Initial Backup (or Seed) When you start your service with EVault, we send you an appliance. Once it arrives, our Customer Service department walks you through setup of backup tasks, which you save to the appliance. When the tasks are completed, you ship the appliance to your DR facility. Finally, you transfer the backup data to your secondary vault and begin delta backups. Restores You contact EVault Customer Service. Our Vault Administrators help you export the data you need from the secondary vault to a mobile storage appliance. We send it to your office. We offer a Disaster Recovery Service (we ship you the appliance in 1-2 business days) or a Non-Critical Recovery Service (you determine the schedule). Once you receive it, you connect the appliance and restore data to your systems. When you are done, you simply return the device to us. EVault Express Recovery Appliance EVault Express Recovery Appliance is a pre-configured storage appliance that you can install as a local vault in remote and branch offices. It includes all the hardware and software you need to get onsite protection, plus remote access software so that our support team can manage the appliance remotely. The appliance automatically replicates local backups to the EVault Cloud. This add-on solution provides you LAN-speed backups and restores in addition to offsite disaster recovery protection. It s pre-configured and administered by EVault Vault Administrators, so you enjoy the benefits of an onsite vault without needing to manage software or hardware. How It Works Agents on protected systems run backup jobs and save backup data to the Express Recovery Appliance located in your office. Backup data on the appliance is then replicated to the EVault Cloud. Computacenter (UK) Ltd 2015 Page 8 of 25

9 EVault System Restore EVault System Restore is a bare metal restore (BMR) solution used to quickly recover an unusable system after catastrophic failure. In just minutes, you initiate recovery of a system onto similar hardware, dissimilar hardware, or a virtual machine. EVault System Restore integrates seamlessly with EVault and can restore both system and data in a single pass. You get a unified solution that eliminates the need for multiple backups and dramatically reduces downtime. How It Works You protect a system with EVault and set the backup to include the System Volume. After a system failure, you use EVault System Restore to quickly and easily recover data and operating system in a single pass. You can restore to any hardware or virtual system. EVault Cloud Disaster Recovery Service EVault Cloud Disaster Recovery Service is a cloud-based managed service to help you quickly recover your organisation's critical systems after a disaster, and gain remote access via a secure, virtual environment in the EVault cloud. This service extends EVault s portfolio of backup and recovery offerings, creating an SLA-backed solution with the option to choose 4-, 24-, and 48-hour RTOs. When disaster strikes, EVault Cloud Disaster Recovery Service uses a rock-solid technology platform to quickly recovery your systems into a virtualised environment hosted in EVault s state-of-the-art datacenters. Our network of disaster recovery experts is there to manage the entire DR program from set up, testing and documentation to helping pass audits to being on call 24x7x365 when something really goes wrong. How It Works EVault Cloud Disaster Recovery Service saves your backup data to the EVault Cloud. Our DR experts work with you up-front to run a thorough DR test and provide you with a comprehensive DR plan so you know what to expect before disaster strikes. If you have a complete site disaster, you contact EVault and declare a disaster. Our on-call DR team quickly recovers your systems and data from your backups held in the EVault Cloud. Then we provide you with access to your systems from a secure virtual environment. You use our environment until you get your site up and running again. Computacenter (UK) Ltd 2015 Page 9 of 25

10 EVault Endpoint Protection Integrated laptop backup, recovery, and data security solution controls data across mobile workforces and extends EVault data protection from your servers all the way to your desktops and laptops. Cloud connected for automatic backup to the EVault cloud, EVault Endpoint Protection makes PC backup and recovery both easy for the user and safe for the company. How It Works The solution places an agent on the laptop or desktop. Users can then configure the frequency of backups and perform their own restores without having to call the Help Desk. Computacenter (UK) Ltd 2015 Page 10 of 25

11 All data is backed up to a local cache so that operations continue regardless of whether the user is online or disconnected. When connected, backup data is automatically transferred offsite using WAN-optimised data transfer: bandwidth throttled, data compressed, encrypted, and globally deduplicated before going offsite. Global deduplication is especially important in a laptop environment as many shared files get downloaded from corporate servers before an employee travels (e.g. the Corporate Sales presentation). The data is stored in the EVault Cloud hosted on the Azure infrastructure and managed by EVault s network of data protection experts. The data centres are highly resilient SSAE-16 compliant and ISO certified. The North American data centre: Chicago; EMEA data centre: Dublin, Ireland. All systems are centrally managed through the web-based Administration Console. The console uses policies to establish rules around things like bandwidth throttling, security parameters and deduplication. 2. Information assurance The current service is IL0. 3. Backup and disaster recovery This service is provided via a Tier-3 Datacenter this is designed to provide 99.82% availability. This service can be enhanced with an EVault Express Recover Appliance which provides an on-site appliance that backs up locally and then replicates to the Cloud. 4. On-boarding and off-boarding EVault Implementation Services ensure you effectively deploy your solution. Our engineers train you on EVault SaaS, and implement a solution to meet your business needs. The streamlined implementation process gets you up and running quickly and easily so you can begin reaping the benefits of EVault SaaS. The training and installation can be broken into three phases: Agent Setup Access to the latest agent software on the Customer Service Portal Agent management through EVault CentralControl Backup Job Configuration Data protection planning and job creation Job scheduling Retention management Encryption configuration Recovery training Computacenter (UK) Ltd 2015 Page 11 of 25

12 Backup Monitoring Configuration of proactive notifications Monitoring backup job status Troubleshooting guidelines 5. Pricing EVault SaaS is our premier online backup and recovery service for mid-sized businesses and enterprises with remote and branch offices. The solution provides industry best practice data retentions: One backup a day for 30 days plus one backup a month for 11 months. The tiered storage model delivers a fixed range of storage capacity for a flat, predictable monthly fee based on the amount of data protected (native footprint). Once first TB is reached, add on additional storage in.5 TB or 1 TB increments. Select price per TB tier based on total capacity including 1 TB base. Example Customer has 5 TB of data to protect including expected growth for the year. Order for up to 1 TB and quantity of 4 of for a total of 5 TB. SaaS Custom is for customers needing custom retentions. This is a pay-per-use model and is based on the compressed storage on the vault. 1 year term, 1 year auto renewal after initial term unless cancelled. Computacenter (UK) Ltd 2015 Page 12 of 25

13 5.1 SaaS EVault SaaS, Tiered Storage Capacity Service with Flat Monthly Price, upgrade to next tier when over limit, 12 month term SKU Details GBP Up to 99 GB, 30 Dailies + 11 Monthlies, Tiered Storage Capacity Service GB, 30 Dailies + 11 Monthlies, Tiered Storage Capacity Service GB, 30 Dailies + 11 Monthlies, Tiered Storage Capacity Service GB, 30 Dailies + 11 Monthlies, Tiered Storage Capacity Service 1 ESR Server license ( ) Self-paced training on EVault agents GB to 1 TB, 30 Dailies + 11 Monthlies, Tiered Storage Capacity Service 2 ESR Server license ( ) Self-paced training on EVault agents Evault SaaS Tiered Capacity Add-on Storage.5TB Capacity, 30 Dailies + 11 Monthlies. Must order Tiered Storage Capacity Service as base service Evault SaaS Tiered Capacity 1TB Capacity for 2-4TB (1TB minimum), 30 Dailies + 11 Monthlies. Must order Tiered Storage Capacity Service as base service Evault SaaS Tiered Capacity Add-on Storage 1TB Capacity for 5-9TB (5TB minimum), 30 Dailies + 11 Monthlies. Must order Tiered Storage Capacity Service as base service Evault SaaS Tiered Capacity Add-on Storage 1TB Capacity for 10-99TB (10TB minimum), 30 Dailies + 11 Monthlies. Must order Tiered Storage Capacity Service as base service Evault SaaS Tiered Capacity Add-on Storage 1TB Capacity for 100TB+ (100TB minimum), 30 Dailies + 11 Monthlies. Must order Tiered Storage Capacity Service , 167, 168, or 169 as base service Account Setup Fee Computacenter (UK) Ltd 2015 Page 13 of 25

14 EVault SaaS Monthly Price based on committed usage, per GB fee when over limit, 12 month term SKU Details GBP SaaS Custom, 50 GB minimum commitment, per GB fee over, custom retentions SaaS Custom, 100 GB minimum commitment, per GB fee over, custom retentions SaaS Custom, 250 GB minimum commitment, per GB fee over, custom retentions SaaS Custom, 500 GB minimum commitment, per GB fee over, custom retentions SaaS Custom, 1 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 3 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 6 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 10 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 15 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 25 TB minimum commitment, per GB fee over, custom retentions SaaS Custom, 50 TB minimum commitment, per GB fee over, custom retentions Account Setup Fee SaaS Appliance SKU Details GBP EVault Express Recovery Appliance Virtual Edition for VMware ESX/ESXi Licensed with 1 TB usable storage Included EVault Replication software and LogMeIn monitoring software Includes 30 day trial period license for Windows server 2008 R2. Customer has 30 days to input a valid Windows Server 2008 R2 license 1, Computacenter (UK) Ltd 2015 Page 14 of 25

15 EVault Express Recovery Appliance Virtual Edition for VMware Hyper-V Licensed with 1 TB usable storage Included EVault Replication software and LogMeIn monitoring software Includes 30 day trial period license for Windows server 2008 R2. Customer has 30 days to input a valid Windows Server 2008 R2 license 1, EVault Express Recovery Appliance Virtual Edition 1 TB Capacity Upgrade Includes license to add 1 TB usable storage to existing EVault Express Recovery Appliance Virtual Edition. Works for VMware ESX/ESXi and Hyper-V 1, Express Recovery Appliance 100t Dell Desktop Optiplex 780MT Minitower o 1x250 GB OS Drive, 1x1 TB Storage Drive o Usable Storage: 1 TB o Windows 7 Embedded Operating System o Dual Core E5700 Processor, 3.0Ghz o 4 GB RAM EVault Replication software LogMeIn monitoring software A seeding fee will be charged if and when installation requires lease of a Transfer Appliance 3-Year Next Business Day Onsite hardware support included Must include choice of Shipping SKUs 1, Next Generation Upgradeable ERA SKU Details GBP Express Recovery Appliance 100 2G Dell PowerEdge R510 (2U) o Rack mountable with 12 bay drive cage o Two 1 TB drives in RAID 1 configuration o Usable Storage: 1 TB o Windows 2008 Operating System o 1* E5620 Quad Core 8 Thread Processor o 4 GB RAM o No DVDROM or optical storage EVault Replication software LogMeIn monitoring software A seeding fee will be charged if and when installation requires lease of a Transfer Appliance 3-Year Next Business Day Onsite hardware support included Must include choice of Shipping SKUs 3, Computacenter (UK) Ltd 2015 Page 15 of 25

16 Express Recovery Appliance 200 2G Dell PowerEdge R510 (2U) o Rack mountable with 12 bay drive cage o Three 1 TB drives in RAID 5 configuration o Usable Storage: 2 TB o Windows Storage Server Operating System o 1* E5620 Quad Core 8 Thread Processor o 4 GB RAM o No DVDROM or optical storage EVault Replication software LogMeIn monitoring software A seeding fee will be charged if and when installation requires lease of a Transfer Appliance 3-Year Next Business Day Onsite hardware support included Must include choice of Shipping SKUs Express Recovery Appliance 300 2G Dell PowerEdge R510 (2U) o Rack mountable with 12 bay drive cage o 2*160GB OS drives in RAID 1 configuration o Four 1 TB data drives in RAID 5 configuration o Usable Storage: 3 TB o Windows Storage Server Operating System o 1* E5620 Quad Core 8 Thread Processor o 4 GB RAM o No DVDROM or optical storage EVault Replication software LogMeIn monitoring software A seeding fee will be charged if and when installation requires lease of a Transfer Appliance 3-Year Next Business Day Onsite hardware support included Must include choice of Shipping SKUs Express Recovery Appliance 600 2G Dell PowerEdge R510 (2U) o Rack mountable with 12 bay drive cage o 2*160GB OS drives in RAID 1 configuration o Four 2 TB data drives in RAID 5 configuration o Usable Storage: 6 TB o Windows 2008 or Storage Server Operating System o 1* E5620 Quad Core 8 Thread Processor o 4 GB RAM o No DVDROM or optical storage EVault Replication software LogMeIn monitoring software A seeding fee will be charged if and when installation requires lease of a Transfer Appliance 3-Year Next Business Day Onsite hardware support included Must include choice of Shipping SKUs 4, , , Computacenter (UK) Ltd 2015 Page 16 of 25

17 Upgrade ERA 100 2G to ERA 200 2G Capacity Upgrade ERA 100 2G to ERA 300 2G Capacity 2, Upgrade ERA 100 2G to ERA 600 2G Capacity 6, Upgrade ERA 200 2G to ERA 300 2G Capacity 2, Upgrade ERA 200 2G to ERA 600 2G Capacity 5, Upgrade ERA 300 2G to ERA 600 2G Capacity 3, Express Recovery Appliance Setup Fees SKU ERA Setup Fee GBP Account Setup for Self Installed ERA (customer/partner hosted vault). Includes ERA and licenses delivered, no transfer appliances, no install services included EVault SaaS Agents and Plug-ins SKU Details GBP Account Setup Fee Account Setup with Seeding Appliance Account Setup with Seeding Appliance Agent fees: SKU Details GBP Agent for MS Windows No Charge Agent for Netware No Charge Agent for Solaris No Charge Agent for Linux No Charge Agent for IBM AIX No Charge Agent for HP-UX No Charge Agent for IBM I No Charge Agent for VMware No Charge Agent License for Microsoft Clustering Services (1 single physical node) No Charge Computacenter (UK) Ltd 2015 Page 17 of 25

18 Bundle Agent License for Microsoft Clustering Services (1 single physical node, and 1 Windows Server Agent) No Charge Plug-In fees: SKU Details GBP Agent plug-in for Microsoft SQL Server No Charge Agent plug-in for Microsoft Exchange Server DR Only No Charge Agent plug-in for Microsoft Exchange Server MAPI and DR No Charge Agent plug-in for Microsoft SharePoint No Charge Agent plug-in for Oracle on Solaris No Charge Agent plug-in for Oracle on Linux No Charge Agent plug-in for Oracle on Windows No Charge OTM Workstation No Charge OTM Server Edition No Charge Application Fees: SKU Details GBP EVault System Restore Per server monthly fee EVault System Restore 1 Pack One time license fee for a single server EVault System Restore 5 Pack One time license fee for five servers EVault System Restore 10 Pack One time license fee for ten servers per month , , Computacenter (UK) Ltd 2015 Page 18 of 25

19 6. Service management 6.1 Service management details Not applicable to this service. 6.2 Service constraints Not applicable to this service. 6.3 Service levels EVault shall use commercially reasonable efforts to resolve support issues within targeted timeframes. Severity Level Definitions 1 (Critical) Severity 1 Issue describes an error in the Software operating in a live, production environment, where such error has caused the use of the Software or a significant component thereof to stop or has caused the system to crash or hang, such that Customer cannot reasonably continue to use the Software for its intended business purpose and there is no immediate work around or resolution available to make the Software operable. 2 (High or Severe) Severity 2 Issue describes an error in the Software operating in a live, production environment or, during efforts to deploy the Software in a live, production environment, where such error does not cause the use of the Software or a significant component thereof to cease, but the error is causing a serious business impact on the Customer s productivity or service levels. An error in the Software operating in a non-live or non-production environment, which causes the Software or a significant component thereof to stop or to substantially deviate from the specifications set forth in the Documentation, may likewise, at EVault s sole discretion, be considered a Severity 2 Issue. 3 (Medium) Severity 3 Issue describes a condition under which the Software operates in full working mode during any stage of deployment or use, but the issue may cause immediate impacts to operations or usability, which are desirable to resolve. General questions regarding Software installation and/or use are usually considered to be Severity 3 Issues. 4 (Low) Severity 4 Issue describes an issue relating to Customer convenience or aesthetical aspects of the Software. Support Response and Escalation Actions will occur as follows: Computacenter (UK) Ltd 2015 Page 19 of 25

20 Severity Level Initial Response Status Updates Workaround/Hot Fix 1 Target Resolution 1 Critical 1 Hour Every 4 Hours Continuous effort2 until workaround or emergency hot fix is available Workaround or hot fix, if required. Use commercially reasonable efforts to include fix in next Commercial Release 2 High / Severe 1 Hour Every 8 Hours Workaround 2 business days Fix 5 Business days Workaround or hot fix, if required. Use commercially reasonable efforts to include fix in next Commercial Release 3 Medium 4 Hours Every day Workaround 5 Business days 4 Low 1 business day N/A Consideration given to issue as future candidate for product roadmap 1 Hot Fix is a single use emergency patch that resolves a Customer s issue Use commercially reasonable efforts to include fix in next commercial release Possible inclusion in of fix in future Commercial Release 2 Unless otherwise noted, all efforts shall, at a minimum, meet commercially reasonable efforts standards Problem Resolution Problem resolution is dependent upon the submission of requested information, i.e. system and log files, configuration files, etc. and if required system access within agreed support hours. In the case of Level 1 (Critical) issues, EVault will use its best efforts to access Customer s system remotely within 2 hours of the initial response, where appropriate and/or unless otherwise agreed. In the case of Level 2 (High/Severe) issues, EVault will use its best efforts to access Customer s system remotely within 4 hours of the initial response, where appropriate and/or unless otherwise agreed. 6.4 Financial recompense No service credits are provided. Computacenter (UK) Ltd 2015 Page 20 of 25

21 7. Training The End-user will have access to online training for the solution. It will teach them how to configure the client machines, schedule a backup, and most importantly how to drive a recovery. In addition to the online training the product is wizard driven, so the user is guided through each step of the process. For customers who want to know more about the solution, there is a two day classroom based training course available. 8. Ordering and invoicing process Speak directly to your account manager Call us on: [email protected] Computacenter receives enquiries and orders through our request logging system and portal that are linked to CloudStore. Internally, customer enquiries are ed to the account team and aligned CRM record. Reminders and escalations prompt until receipt is acknowledged. Time stamps mandate responses and critical stages if the enquiry is complex. Management receive reports on performance and adherence to procedure. Customer enquiries are acknowledged by or telephone. We have an SLA of 4 hours that is tracked by our Task Manager tool linked to our and telephone system. Formal acknowledgement is through the GPS portal or other Customer portal. Complex quotations are managed by our Bid Management team involving commercial, technical and legal specialists where appropriate. Our CRM system flags any large, complex opportunities ensuring a specialist is aligned. Quotations are delivered in the Customer specified format including , uploaded to Customer specific portal, hard copy, fax, through our e-commerce website or on GPS portals. Prompt follow up with the Customer ensures any questions relating to quotations are addressed. Computacenter (UK) Ltd 2015 Page 21 of 25

22 9. Termination terms 9.1 By Consumers We may contract to an early termination for convenience provision if required. Such provision shall not be enforceable by the Customer in the first 18 months following service commencement. 6 months notice for early termination is required and this will be subject to a fee. The fees associated with such termination rights shall include: Computacenter s sunk costs (equipment, financing, maintenance contracts, tools, etc) Computacenter s lost profits expected to the end of the term Exit management fees as described in the contract with the customer If the contract expires or terminates prior to the end of the Minimum Term for either the Base Capacity or any Upgrade Capacity, then either: Any remaining committed usage (i.e. any remaining Minimum Monthly Usage over the remaining Minimum Term) will be charged to the customer; or A contract extension will need to be agreed to enable the customer to carry out further usage to cover any remaining committed usage. 9.2 By the Supplier We do not expect to have a termination for convenience right for a service of this nature. We expect to have termination rights for contract breach by the customer. In this case, we expect to receive the balance of fees for the remaining term of the contract. Computacenter (UK) Ltd 2015 Page 22 of 25

23 10. Data restoration / service migration 10.1 Data restoration Even in the best-protected environments, you may experience a catastrophic system failure. EVault System Restore reduces that to a minor inconvenience with state-of-the-art bare metal restore (BMR) technology. EVault System Restore can quickly recover an unusable system after catastrophic failure. In just minutes, you initiate recovery of a system onto similar hardware, dissimilar hard-ware, or a virtual machine. It integrates seamlessly with EVault data protection solutions, and can restore both systems and data in a single pass. You get a unified solution that eliminates the need for multiple backups and dramatically reduces downtime. Without EVault System Restore, if a system fails, complete recovery can take hours, or even days. An IT administrator must go through the process of procuring and configuring new hardware, installing and updating the operating system, and recovering data so that operations can resume. This process requires accurate documentation of system parameters, and relies heavily on the skill level of the available IT personnel. EVault System Restore eliminates much of the legwork, and enables a quick and painless recovery. How It Works If you use EVault Software, EVault SaaS or EVault Real-Time Protection to protect your data, you can now configure your backup jobs to include the operating system. In the event of a system failure, simply boot EVault System Restore from a CD, USB drive, or network, and a wizard will guide you through a fast and efficient recovery of both your operating system and your data. There s no need to reinstall the operating system, apply patches, reinstall drivers or applications, or configure a separate restore to recover your data. Protect system with one of EVault s data protection solutions. Set backup jobs to include system volume. After system failure, use EVault System Restore to quickly and easily recover data and operating system in a single pass. Restore to any hardware/virtual system Service migration We can provide project services to migrate existing development environments onto the BaaS as an additional chargeable option. Computacenter (UK) Ltd 2015 Page 23 of 25

24 11. Consumer responsibilities The Consumer is responsible for scheduling and performing backups and restores: The Subscriber will perform regular backups via the Client Software provided by Service Provider, and will report any errors in executing such backups promptly by fax or to Service Provider. The Subscriber will ensure the communication services used to connect to Service Provider site are error free and reliable. We offer an extension to the basic service where we will take on the management and monitoring of the solution if this service is required please contact your account manager for further details. 12. Technical requirements The customer must provide an internet connection. The available bandwidth of that connection will dictate the length of time required to backup and restore the data. The Agent will run on the following operating systems. Microsoft Windows, Novell NetWare, Linux, Sun Solaris, HP-UX, IBM AIX, IBM i, VMware, and MAC OSX 13. Trial service A demonstration suite is available for assessment and review at our Solution Centre in Hatfield. Customers wishing to view the demonstration suite or run a trial should contact Computacenter through the contacts in Section 1.8. Computacenter (UK) Ltd 2015 Page 24 of 25

25 Computacenter (UK) Ltd Hatfield Avenue Hatfield Hertfordshire AL10 9TW United Kingdom Tel: +44 (0) Computacenter (UK) Ltd 2015 Page 25 of 25