Service Definition. Hyve Government Cloud Servers - Small (IaaS)

Transcription

1 Service Definition Hyve Government Cloud Servers - Small (IaaS)

2 Hyve Government Cloud Servers -Small Hyve's Government Cloud Servers are delivered to Government customers via the e-procurement portal as Infrastructure as a Service (IaaS). Hyve provide mission-critical, fully managed hosting solutions for a variety of businesses, backed by our 'Extra Mile' support culture. Hyve's cloud servers provide a secure and scalable hosting environment for high performance and reliability. Our servers run on VMware and use HP and Cisco hardware, alongside enterprise-grade networking and software. Hyve's cloud servers have a 'no single point of failure' design and 100% uptime guarantee, ensuring seamless continuity of service. We provide maximum levels of security with ISO27001 certification and PCI DSS compliance for information security. As market leaders in security we offer a multilayered infrastructure consisting of hardware firewalls, segregated VLANs, intrusion prevention devices (IPS) and DDoS defense systems amongst others. Functional The virtual servers are made up the following resources: 1 vcpu 1 GB memory 30 GB diskspace 30 GB backups (incl. 7 day retention) 500 GB bandwidth Operating system (optional, Hyve can preinstall one of a range of operating systems) Includes hardware firewall. Non-Functional The virtual machines are run on VMware, running Vsphere and Vcloud director. Impact level Hyve is accredited with a level 2 for information assurance, following commercial standards by being ISO27001 and PCI DSS certified. Backup and restore We offer high-performance data protection and backup solutions designed specifically for multiplatform and Cloud environments. We can back up all data content on your server, including the OS drives and in most cases, locked files such as databases. Our backup services guarantee peace of

3 mind, providing a minimum of 7 day data retention via daily incremental backups with full weekly snapshots. With free unlimited restores, you can rest assured that your data is safe with Hyve. Hyve use Veeam Backup & Replication, an enterprise-class solution combining backup and replication for our HP & VMware Cloud Hosting Platform. Website and other logs are stored locally on each server. Hyve technicians can set up log rotation as required to store logs for any required period. These logs are included in the standard server backup system. On-boarding After finalising details with one of our technical account managers, Hyve aim to set up any virtual server within one working hour. Off-Boarding Customers may cancel at any time by sending a 1 month written notice, via to our accounts department. Upon receipt of the cancellation request, a confirmation will be sent to the customer via ; if this confirmation has not been received by the customer, the cancellation request has not been received by Hyve and will not take place. A cancellation fee based on the outstanding balance detailed within the Hosting Services Agreement (HSA) contract is applicable and must be paid immediately upon cancellation. The customer s hosting platform will remain active for the duration of the agreed timeframe within the HSA from receipt of the written notice of cancellation. Service Constraints Maintenance windows are not required normally due to high availability platform, however if deemed necessary customers are given two weeks notice of any downtime. Service Levels Performance: We deliver the best network performance in the industry. We are one of the only hosting companies with a core network that includes every Tier 1 backbone provider. All connections to bandwidth providers are dual which means if one fails then another one comes online to take its place. Offering multiple redundant network connections and a redundant router and switch configuration enables us to provide 100% availability. Availability: VMWare servers will be available 24 hours a day, we offer a 100% network and Cloud platform uptime guarantee with service credits.

4 Support Our professional support teams are available 24 hours a day, 7 days a week and 365 days a year to answer your requests. Financial recompense model for not meeting service levels % Network Availability Guarantee. Hyve will credit the Client s account for every five (5) consecutive minutes of such Covered Outage with the prorated Monthly Service Fees for one (1) day of services 2. Hyve Cloud Server Availability 100% Hyve Cloud Server Availability Guarantee. Hyve will credit the Client s account for every one (1) hour of such Cloud Server Outage with the prorated Monthly Service Fees for one (1) day of services for the affected servers 3. Dedicated Server Hardware Replacement Guarantee. Hyve will replace the failed component or server, and if necessary, initiate a restore of the server from an available backup, within four (4) hours of Hyve determining that a failed hardware component or server needs to be replaced Training The customer is responsible for ensuring that all people that access their VM are suitably trained. Hyve is not responsible for any training in operating system management etc. Ordering and invoicing process VMWare Cloud servers are invoiced monthly or yearly in advance. A customer creates an account with Hyve online via the Hyve customer portal, once the account is set up an HSA is sent to the customer for signature, once this is received the platform build will take place. Termination terms Hyve reserves the right to cancel service at any time. If inappropriate activity is detected, all accounts of the customer in question will be deactivated until an investigation is complete. Prior notification to the Customer is not needed. In extreme cases, law enforcement will be contacted regarding the activity. All fees paid in advance of cancellation will be prorated and paid by Hyve if Hyve institutes its right of cancellation. Any violation of policies, which results in extra costs, will be billed to the customer. Customers may cancel at any time by sending a 1 month written notice (via to our accounts department; see our contact us page for details). Upon receipt of the cancellation request, a confirmation will be sent to the customer via ; if this confirmation has not been received by the customer, the cancellation request has not been received by Hyve and will not take place. A

5 cancellation fee based on the outstanding balance detailed within the Hosting Services Agreement (HSA) contract is applicable and must be paid immediately upon cancellation. The customer s hosting platform will remain active for the duration of the agreed timeframe within the HSA from receipt of the written notice of cancellation. Service Migration Whether a client is migrating from another web host or setting up a new website, our expert team is available to assist every step of the way. We can also provide expert development support if prospective clients are no longer in contact with the original website developers. Consumer responsibilities Hyve is not responsible for any customer data stored on the customer's platform. Hyve are able to advise on the best way to secure the data. The customer is responsible for ensuring that all software running on the VM is suitably licensed. Details of any trial service available Hyve can give customers a 30 day paid trial. Open Standards Hyve uses standard VMware software for virtualisation and supports other open standards such as Office and PDFs. Open Source software Hyve supports many open source products, such as WordPress, Joomla, Magento and Drupal. Technical Requirements The Hyve customer portal can be managed through any web browser. Hyve offer bandwidth at 1GBe with two uplink ports on each rack, running HSRP for redundancy. The customer is responsible for the configuration and management of their VM s operating system and any other software/services running on the VM, unless the customer takes out a Hyve server Management contract. Hyve is responsible for the provision of a connection between the VM and the Internet and is also responsible for providing the underlying physical hardware that the VM runs on. Hyve supports the network and the physical infrastructure of the VM cloud.

6 Data processing and storage locations Global Switch 2 Hyve's primary facility is based in Europe s largest purpose-built data centre, Global Switch London 2. This enhanced tier III facility offers scalable, resilient space solutions. It is underpinned by a minimum N+1 standard for power and cooling systems and delivers an optimal operating environment Global Switch 2 is located at: Global Switch House 3 Nutmeg Lane London E14 2AX Sentrum Our other facility is based at Sentrum's stateof-the-art data centre in Woking, Surrey. The location on the M25 periphery makes the facility a perfect solution for split site data centre requirements. The highly secure List X- rated building offers a diverse fibre network, N+1 power solutions, fire detection and suppression systems and 24x7 on-site security. Sentrum is located at: Unit 21 Goldsworth Park Trading Estate Woking Surrey GU21 3BA Real time management Hyve offers customers access to its customer portal. Customers can create support requests, access monitoring and server statistics. Customers can also view any intrusions from our DDoS and IPS system. Options for OS installation Each customers platform is tailor-made to customer's requirements and any operating system and configuration is possible, including all flavours of Linux and Windows, data base engines, and web application servers. Data extraction/removal Hyve are ISO27001 and PCI DDS accredited, following a high level of data standards. Upon any termination of this Agreement, Hyve shall remove all Site Content from any Hyve Equipment and Client shall return all Hyve Software to Hyve and erase and remove all copies of all Hyve Software from any computer equipment and media in Client s possession, custody or control. Client acknowledges that in the event of a termination for cause, Hyve does not retain and shall not be responsible for any damage to or loss of Client Site Content or other data.

7 Deployment Models Hyve offer the Public Cloud model, which is available to individuals, public and private sector organisations. The Public Cloud can also be accessed wherever there is an Internet connection. Hyve also offer the Private Cloud, which is an infrastructure that is exclusively used by one organisation or community. Lastly, Hyve offer the Hybrid Cloud, which is a combination of Public and Private Clouds. Both Private and Public Clouds remain separate, but allows migration between them.