REDCENTRIC MANAGED DATABASE SERVICE SERVICE DEFINITION

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1 REDCENTRIC MANAGED DATABASE SERVICE SERVICE DEFINITION SD058 V1.3 Issue Date 01 July 2014

2 1) OVERVIEW The Managed Database Service (MDBS) from Redcentric consists of modular components that allow flexibility based on the Customer s needs. MDBS offers: Managed database services predominately covering Oracle Database and Microsoft SQL Server Oracle E-Business Suite services covering database administration (DBA) and functional support Proactive support for monitored databases to meet database uptime requirements Expert DBA skills to ensure stability the managed databases are well maintained and working to business requirements Increased business value by enabling the Customer to focus on the applications providing services to the business Cost predictability, allowing the Customer to manage costs, whilst replacing capital with operational expenditure MDBS can be provided on: Redcentric hosted platform for both Oracle Database and Microsoft SQL Server Customer infrastructure hosted as part of Redcentric s co-located hosting service Customer infrastructure hosted on the Customer s premises As a platinum partner, Redcentric has Oracle DBAs with over 10 years experience covering: Oracle Database 11g Oracle VM Server (OVM) Oracle Real Application Clusters (RAC) Oracle Data Guard and E-Business Suite Redcentric has extensive Microsoft SQL Server knowledge and can develop and customise database solutions covering: SQL Server database mirroring SQL Server database log shipping SQL Server AlwaysOn technologies SQL Server clustering MDBS ensures the Customer realises the full potential of software application investment and provides a range of remote onshore support services including proactive monitoring, incident management and application related tasks. Redcentric specialises in both consultancy and managed services to deliver secure, scalable and resilient application delivery platforms. Our consultancy services enable assessment and auditing of applications to ensure best practice deployment and our managed services deliver scalable solutions for relational database, e-business applications, legacy mainframe and middleware technologies. Page 1 Confidential

3 MDBS key features include: Access to UK onshore Oracle experts in a cost-predictable and agile model Dedicated service delivery and account management responsible for delivering a high quality service from technical, service and commercial perspectives Life-cycle management of complex environments from trouble-shooting existing to rolling out additional functionality or features A team of Oracle experts that can proactively manage Customer Oracle Database or Microsoft SQL technology and covering DBA, technical and functional support Proactive monitoring with options for coverage 24x7 or normal business hours Baseline technical and DBA services include: Patch services Proactive database monitoring of critical alerts and thresholds Proactive administration for Oracle / SQL databases Backup and recovery administration Disaster recovery assistance Proactive monitoring of Oracle application servers Development, test and production database support Oracle 10g Grid control 24x7 on call, monitoring & remediation service Page 2 Confidential

4 2) SERVICE DESCRIPTION 2.1) FUNCTIONALITY MDBS is delivered using leading industry database products specifically designed for Oracle Database and Microsoft SQL Server (SQL) demands. Optimised solutions using Oracle Virtual Machine (OVM), Oracle Database 12C and VMware support the end to end managed services from development and test services to production enterprise applications. MDBS can be provided across: Customer server: Customer servers co-located in Redcentric s data centres or remotely on customer sites IaaS: Redcentric hosted, managed servers or infrastructure as a service (IaaS) OVM: Redcentric managed OVM platform On boarding Service Customer server IaaS OVM Preconfigured database (9i - 11g) X X Data migration Additional cost option Additional cost option Additional cost option Monitoring setup Backup schedule Maintenance plan Standard Managed Service Customer managed / comanaged Backup monitoring Quarterly operating system patching Database alert notifications Database restores Premium Managed Services (includes all of Standard Managed Services tasks plus below) Incident resolution NA Database optimisation NA Performance tuning NA Database configuration changes NA Housekeeping scripts NA Quarterly database patching NA Page 3 Confidential

5 2.1.1) On-boarding Service Redcentric will review and advise on major issues that could affect the on-boarding of the relevant managed database instance. Monitoring setup Redcentric will implement its own monitoring suite with standard thresholds and the alerts generated will form part of Redcentric s daily monitoring. Backup schedule On implementation, Redcentric will create a backup scheduled using the maintenance plan or Oracle recovery manager (RMAN), which will schedule daily backups of the database(s). The back-up data will be retained for up to 7 days dependant on the storage limits. Redcentric consultant will discuss options for the retention of data for longer periods and how best to achieve this. The maintenance of data longer than 7 days old would not be a part of this service. The backup plan will be reviewed upon request thereafter. Offsite backup services can be provided as a premium service. Maintenance tasks Redcentric will deploy a standard maintenance job, encompassing backups and relevant jobs at that time ) Standard Service Hours of service - Monday to Friday, , excluding UK bank holidays Monitoring Redcentric will monitor and advise on daily backups, and fix as appropriate Database notifications Errors relating to the database will be reported by to the Redcentric DBA team via Redcentric s service desk, using Microsoft s mail configuration utility. The DBA team will advise on any corrective action to remove errors in accordance with Redcentric s monitoring tool according to specific database technologies Patching Patching will be reviewed and advised on an annual basis. Where critical patches and bug fixes are required, the installation will be planned to coincide with the monthly planned server maintenance window within business hours. MDBS includes a total of 4 critical patches or bug fixes within one year Database restores or copies A maximum of 2 standard refreshes or restores per quarter using scheduled backups 2.1.3) Premium Service Hours of Service: Business hours: to Monday Friday Excluding UK bank holidays Out of hours service: Monday to Friday, and all day Saturday to Sunday (For priority 1 (critical) faults as described in Redcentric s published customer service plan) The premium service includes all the tasks under taken in the Standard Service Package in addition to the below: Incident resolutions Incidents can be logged by the customer that will be assigned to the relevant DBA, to fix and resolve. Database optimisation A database high level health check will take place on a quarterly basis to ensure the database is running as effectively as possible. Performance tuning Checks will be carried on a quarterly basis to ensure efficient running of the databases. Database configuration changes Database configurations will be fine-tuned as required during the support of the database. Housekeeping scripts Housekeeping scripts will be deployed as required and will be maintained. Page 4 Confidential

6 2.1.4) Further Managed Database service Options (Additional Professional Services days) The following options are available as consultancy, if not specified as a service category, or as further consultancy is required: Database performance tuning: From 2 days Database health checks : From 2 days Creation of further databases and patching cycles : From 1 day Changes to maintenance plans and backups Database restores or copies: From 1 day Addition of any further alerting Onsite assistance and advise 2.1.5) Additional PS Days can also be provided for: Application services Database services Security Availability Manageability Middleware Licence services 2.1.6) Technology Options The following database technology options are also available (under the Premium Services) Page 5 Confidential

7 ) Oracle Real Application Clusters In database computing, Oracle Real Application Clusters (RAC) an option for the Oracle Database software produced by Oracle Corporation and introduced in 2001 with Oracle9i provides software for clustering and high availability in Oracle Database environments. Oracle Corporation includes RAC with the Standard Edition of Oracle Database (aka baby RAC), but makes it an extra-charge option for the Enterprise Edition. In a non-rac Oracle database, a single instance accesses a single database. The database consists of a collection of data files, control files, and redo logs located on disk. The instance comprises the collection of Oracle-related memory and operating system processes that run on a computer system. In an Oracle RAC environment, 2 or more computers (each with an Oracle RDBMS instance) concurrently access a single database. This allows an application or user to connect to either computer and have access to a single coordinated set of data. Data Guard The software which Oracle Corporation markets as Oracle Data Guard forms an extension to the Oracle RDBMS. It aids in establishing and maintaining secondary "standby databases" as alternative/supplementary repositories to production "primary databases". Oracle provides both graphical and command-line tools for managing Data Guard configurations. Data Guard supports both physical standby and logical standby sites. Oracle Corporation makes Data Guard available only as a bundled feature included within its "Enterprise Edition" of the Oracle RDBMS. With appropriately set-up Data Guard operations, DBAs can facilitate failovers or switchovers to alternative hosts in the same or alternative locations. Physical standby (Redo Apply) A physical standby database replicates the exact contents of its primary database across the Oracle Net network layer. While the relative physical storage locations can differ, the data in the database will be exactly the same as the primary database. It can function either in managed-recovery mode or in read-only mode, but not in both modes at the same time unless the databases are at Oracle Database 11.1 or higher and the Active Data Guard option is licensed (See below). Logical Standby Logical standby databases convert the redo generated at the primary database into data and SQL and then re-apply those SQL transactions on the logical standby. Thus, physical structures and organization will be different from the primary database. Users can read from logical standby databases while the changes are being applied and, if the GUARD is set to STANDBY (ALTER DATABASE GUARD STANDBY), write to tables in the logical standby database that are not being maintained by SQL Apply. Unfortunately there are a number of unsupported objects (e.g. tables or sequences owned by SYS, tables that use table compression, tables that underlie a materialized view or Global temporary tables (GTTs)) and unsupported data types (i.e.: datatypes BFILE, ROWID, and UROWID, user-defined TYPEs, multimedia data types like Oracle Spatial, ORDDICOM, and Oracle Text Collections (e.g. nested tables, VARRAYs), SecureFile LOBs, OBJECT RELATIONAL XMLTypes and BINARY XML). Physical standby may be appropriate in such a case. Active Data Guard The "Oracle Active Data Guard" option, an extra licensing cost, extends Oracle Data Guard functionality in Oracle 11g configurations. It allows read-only access on the Physical standby node at the same time as applying archived transactions from the primary node. Also it features Automatic Block Repair and Fast Incremental Backup on Physical Standby. Page 6 Confidential

8 ) SQL Server Log shipping Log shipping provides high availability by creating redundancies on a per-user-database level. System databases are not covered. An initial restore of a full database backup to a warm standby system is initially required, followed by periodic transaction logs updates from the primary to the standby system. If the primary system becomes unavailable, user action is required to bring the standby database online. Automatic failover is not possible. Mirroring Database mirroring is similar to Log shipping as it also involves an initial full database restore, works on a per-user-database level and does not cover system databases. But unlike log shipping, transaction logs are applied from the primary system to the standby system as soon as they are created not at pre-set intervals. Also, Database mirroring supports several forms of failover: automatic, planned manual failover and forced manual failure. Database Mirroring s automatic failover has less than three seconds recovery time. SQL Server Clustering (Failover Cluster Instance): Unlike Log shipping and Database mirroring, Clustering provides protection at the server /Instance level. On failure, the operating system and services work together to provide automatic failover, in less than 30 seconds, to any available participating server. This failover is transparent to the client and application connecting to the SQL Server and does not require any user intervention. SQL Server failover Cluster Instances requires Windows Operating Server Clustering. AlwaysOn Introduced with the release of SQL Server 2012, AlwaysOn availability group is a robust High Availability solution that is built as a successor to Database Mirroring and offers enhanced improvements to the capabilities possible in Database Mirroring. Unlike Database Mirroring which offers protection on a per-database-basis, AlwaysOn Availability Group offers improved protection to a set of user databases called availability databases. It does this by maximizing their availability across a group of participating servers called availability replicas. Up to 5 availability replicas are supported. Each participating replica must reside on a different node of a Windows Server Failover Cluster (WSFC). On failover the set of user databases in an availability group move as a group to one of the participating replicas. Failover can be automatic in synchronous commit mode configuration or manual in an asynchronous commit mode Page 7 Confidential

9 2.1.7) SQL Server Infrastructure Requirements The minimum requirements for SQL Server are provided below: DB Technology SQL Server Single instance Compatible versions License requirement Min server required NA All editions 1 Minimum: CPU RAM Storag e excludi ng DB 600 MHz / Pentium III compatible 10GB 70GB Recommended: 1 GHz / 4 CPU s 64 bit processor SQL Server Mirrored High performance SQL Server Mirrored High safety SQL Server AlwaysOn Enterprise Editions of SQL Server 2005 and above (standard editions can t be used Standard and Enterprise editions of SQL Server 2005 and above SQL Server 2012 Enterprise Edition license required Enterprise and Standard editions Enterprise Edition license required Log Shipping All editions Enterprise and Standard editions 2 or more NA NA NA 2 or more NA NA NA 2 or more NA NA NA 2 or more NA NA NA Page 8 Confidential

10 2.1.8) Oracle Infrastructure Requirements The minimum requirements for Oracle are provided below: DB Technology Oracle Single instance SE1, SE, EE Oracle E-business Suite Oracle Fusion Middleware Compatible versions 9i, 10g, 11g, 12C Oracle RAC 9i, 10g, 11g, 12C License requirement *1 NUP, NU, Per Core, Per socket depending on customer requirement and Oracle version. 11i, R12 NUP, NU, Per Core, Per socket depending on customer requirement and Oracle version. Min server required CPU RAM Storage excluding DB 1 Minimum CPU is 1x 550 Mhz. 1 2 x CPU 16Gb for max of 10 users. 11gR2, 1 Minimum CPU is 1x 550 Mhz Free with SE if using Clusterware and ASM, otherwise licensed separately for EE. Appropriate Rdbms licenses are also required. 2 or more. The minimum processor speed is 1 (GHz) for Windows Server 2008; for Windows Server 2008 R2, the minimum supported processor speed is 1.4 GHz. OR Processor type (CPU) that is certified with the version of the Oracle software being installed 512 Mb 4.76 Gb 6Gb 150Gb Not specified 1.5 Gb 4.76 Gb per instance Oracle DataGuard 8i, 9i, 10g, 11g, 12C Data Guard comes as standard with EE. Active data guard requires another license. Not available in SE 2 or more Minimum CPU is 1x 550 Mhz. 512 Mb 4.76 per instance *1 Page 9 Confidential

11 2.1.9) Database Licensing Redcentric or the customer can provide the licences, depending on the type of infrastructure that is being used. If Redcentric provide the licences the following applies: Microsoft s SPLA licensing offers SQL Server licences on a monthly basis. Oracle licences are bought as one off costs, with annual support and upgrade costs. Licences are worked out according to the server spec. 2.2) CUSTOMER DEPENDENCIES The following are Customer Dependencies for MDBS. Install, configure, license and manage the applications that access the managed database 2.3) EXCLUSIONS The following are excluded from the scope of MDBS. Reporting on performance metrics Backup of the Customer s data to a second data centre, unless taken as part of a separate Redcentric service Disaster recovery to a second data centre, unless provided as part of a premium service Licensing of the operating system or database, unless provided as part of a premium service Licensing or support of the Customer applications Page 10 Confidential

12 3) IMPLEMENTATION AND ACCEPTANCE 3.1) MDBS IMPLEMENTATION Redcentric will manage the service delivery of MDBS through its service delivery team. Redcentric professional services will work with the Customer to complete the following project tasks. Service Elements Design Build Project Tasks Translate the agreed MDBS high level design into a low level design for the required platforms to support MDBS. Procure hardware and software where required. Build servers, operating systems, database and transition servers. Perform solution assurance with functional and non-functional tests. Pilot Migration (Where required) Define migration approach for the pilot and data phases. This will focus on: - Database seed copy process - Migration schedules - Assurance testing for copy process Pilot database from the Customer s existing database solution onto MDBS. Review, refine and repeat the migration process. Data Migration (Where required) Project Closure Transition all in-scope databases on to MDBS. Document and fully transition MDBS into support. The lead time to complete service delivery is subject to the timescales of delivery of the specific connection mechanism used to connect the Customer to the MDBS, such as delivery of Ethernet access circuits, NHS network (N3) connection, Internet address allocation via RIPE, firewall configuration, options selected, etc. 3.2) MDBS ACCEPTANCE The following acceptance criteria will be demonstrated during the service delivery process and the Customer s signed approval will signify that MDBS as described in this Service Definition is ready for use: Verify the Customer can access each database as it is created on or migrated to MDBS The Customer will need to nominate (pre-installation) and make available an appropriately qualified representative to work with the Redcentric representative during the service delivery. The nominated Customer representative will accept delivery of MDBS as a fully commissioned service and sign the service sign-off document and return this to Redcentric. The installation will be carried out between 09:00-17:30, Monday Friday, except where agreed with the Customer. Page 11 Confidential

13 4) SERVICE LEVELS AND SERVICE CREDITS 4.1) SERVICE LEVELS The Service Level applicable to MDBS is as follows: Service Level: Availability Measurement Period: Month Service Level Not less than 99.99% 4.2) EXCLUSIONS FROM AVAILABILITY In calculating Availability, in addition to the exclusions listed in clause 5.7 of the General Terms the following shall be excluded: MDBS delivered on Customer servers 4.3) FLOOR SERVICE LEVEL The Floor Service Level applicable to MDBS in respect of Availability shall be 85% in any given Month. 4.4) SERVICE CREDITS Service Credits are not payable for MDBS when delivered on Customer servers. The Service Credits applicable to MDBS, when delivered on IaaS or OVM, shall be calculated as follows: Where: = S = the number of seconds by which Redcentric fails to meet the Service Level for Availability in the relevant Month C = total Charges payable in respect of MDBS for the same Month MS = the total number of seconds in the same month Page 12 Confidential

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