1 Service Description CloudSure Public, Private & Hybrid Cloud
2 Table of Contents Overview - CloudSure... 3 CloudSure Benefits... 3 CloudSure Features... 3 Technical Features... 4 Cloud Control... 4 Storage... 4 Data Location and Integrity... 4 Network Security... 5 Managed Backup... 5 Licensing... 6 Connectivity... 6 Pricing... 6 Hybrid CloudSure... 7 Private CloudSure... 7 Service Management Details... 8 Monitoring and Support... 8 Information Assurance... 9 Ordering and Invoicing Process... 9 Service Lead Time... 9 On-boarding and Off-boarding... 9 Using the Service... 9 Termination Terms... 9 Service Credits... 10
3 Overview - CloudSure CloudSure is iomart s high availability cloud platform offering. The CloudSure service has been designed from the outset to deliver outstanding reliability and the platform has been engineered to ensure there is no single point of failure. This not only covers the connectivity, power and servers but the data as well. CloudSure Benefits The architecture of the platform means a cloud server is inherently more resilient than an equivalent physical server. The CloudSure platform provides organisations with the flexibility to create private or hybrid cloud configurations The technology we use enables automatic failover to another hardware node in the event of a hardware failure on the service. A cloud server will offer better overall performance than an equivalent physical server. The reason for this is that the hardware we base the cloud service on is of a much higher specification than any hardware you would use yourselves, resulting in you having access to much more underlying processing power. Cloud servers allow users to increase resources as and when the need dictates, rather than having to provision server resources just in case The platform was awarded Private Cloud Services & Infrastructure of the Year 2013 at the 6th International Datacentre & Cloud Awards, described as the Oscars of the industry. CloudSure Features Platform is architected from industry leading hardware and software components - Guaranteed 100% availability on all infrastructure (power, cooling and network). Fully customisable On Demand VMs and storage - select the size of server required - CPU, RAM. Storage Clone servers to create new environments. Virtual Servers are persistent they are not lost when the virtual server is stopped. Storage is persistent no data will be lost when a virtual server is stopped Each CloudSure server instance is provisioned with 1 useable external IP address. Additional IP addresses are available on request. IP addresses are not transferrable. Managed contention/resource Flexible resource up and down additional resources can be provisioned via a control panel. Fully serviced and managed with 24x7 on-site support and service High Availability guaranteed Service Level Agreement (SLA) Secure infrastructure, hosted in iomart owned ISO accredited UK data centres. Simple billing model with flexible monthly tariffs. Add additional services such as storage and backup - simply and effortlessly Leased line and VPN connectivity for remote access is available
4 Technical Features Cloud Control iomart Cloud Control provides customers with an integrated account management and cloud provisioning portal. Cloud Control: Create and manage cloud servers as required: Deploy launch new cloud servers; Upgrade add extra CPU, RAM, Disk; Start/stop Manage your server instances; Save image file templates for web/app/db cloud servers enables rapid future roll outs Setup monitoring detail your escalation and internal support groups for specific custom alarms Account Details: Administer your account, check billing and payment records and set user permissions. Asset Management: Control and manage cloud servers, devices and services hosted with iomart. Check on usage, bandwidth and power stats in real time or create reports using historical data. Environmental monitoring: Energy Efficiency and power consumption reduction are generally considered to be the main drivers behind the 'greening of IT'. In addition to the real time energy consumption data, the control panel converts the usage into CO² emissions enabling you to offset your server hosting carbon footprint if you desire. Support: An integrated support ticketing system allows you to issue change requests, request support, raise and view tickets from one central point of contact. You can view the status and progress of any current ticket, together with an archive of historic requests, giving you a complete view of your hosting experience with us. Storage Scalability, efficiency, and simplicity are three challenges that are a constant in the storage industry. Storage systems need to provide scalability, extreme efficiency, and a simple, intuitive user interface. Storage is offered in both Standard and Fast increments employing enterprise fibre channel EMC VMAX SANs - the latest technology available to optimise cloud storage environments. The use of Intel processors provide faster clock speeds and more cores to handle the daily demands of storage I/O. Increased memory capacity, the use of Flash drives in FAST VP (fully automated Storage Tiering for Virtual Pools), FAST CACHE (acceleration via array cache expansion), a new 6 Gb/s x 2 lanes SAS back end, and denser disk enclosures all help provide optimal scalability and efficiency. Data Location and Integrity The CloudSure platforms are hosted within iomart s Tier 3 data centres in London & Maidenhead. The facilities are two of eight UK data centres owned and run by iomart and are manned 24x7 by iomart employed technical staff. We ensure that risks due to power, connectivity or networking are minimised by building our systems using equipment from leading vendors such as Cisco, EMC, Dell, HP and VMware, to provide full redundancy across the cloud layers. In the event that a server fails all the
5 virtual machines that were running on that physical server are automatically restarted on another server and as all physical machines are attached to our Virtual SAN, data continuity is ensured. Network Security A firewall provides the platform an essential security layer by preventing unauthorised access. iomart offers a choice of managed network security services. CloudSure customers can choose between either an iomart Shared firewall service, or the deployment of a dedicated managed firewall service. Option iomart Shared Firewall service Description iomart s shared firewall services are provided by a fully redundant pair of Firewall Services Module blades within our Cisco core network routers. Customers are deployed to the FWSM with a standard firewall rule set which allows two way connections to the following standard ports and services: Service Port HTTP 80 HTTPS 443 FTP 20,21 SSH 22 RDP 3389 POP 110 IMAP 143 SMTP 25 Managed Firewall Service - Our range of dedicated firewalls can deliver higher security, performance and flexible access configurations, otherwise constrained by a shared configuration. Managed Backup iomart Cloud Backup is an intelligent solution for both physical and virtual environments with application aware agents deployed to each server backing up centrally to a secure system. The key difference is that each item of data is only backed up once. This means that during the backup window only changes are stored. Each item of data that is backed up is written to an array of storage servers that ensure fault tolerance, reliability and performance. This approach allows for both granular and full backups and restores of critical data with the ability to restore either individual files or entire systems. Cloud Backup never backs up the same data twice allowing a highly efficient and scalable solution to meet the customer s needs.
6 This cost effective solution is charged on a per GB protected basis and can be ordered as an option with CloudSure. Licensing iomart can provide Operating System licences and a wide range of other licensing under our Service Provider Licensing Agreement (SPLA). This allows us to provide licences on a rental basis with fixed monthly charges. Operating Systems deployed include Red Hat Linux CentOS (other distributions can be used) Microsoft Windows Server, all Editions Connectivity Our network routes over 20 Gigabits per second of traffic at peak times and has over 80Gbps of internet capacity available at any time. Each data centre network hub has bandwidth of a minimum of 720 Gbps internally and 10Gbps externally to other datacentres. Our fibre network enables as to add capacity on demand with no interruption to service, with our total control of the fibre allowing us complete freedom and flexibility around our capabilities. Through our partnerships with both Geo and BT, our customers have the ability to connect to our network in more than one location thus increasing their own service resiliency. Our managed hosting customers can pass traffic between their own ports and can even request secure private services running on our MPLS backbone. iomart Hosting deploy network-edge protection against focused attacks toward IP s within our network as part of our standard network service, so no matter what else happens on one part of our network, each customer is segregated, immune to and unaware of any activities beyond their own interests. This provides your platform with a level of protection against the most common Distributed Denial of Service attacks, and should your platform be the target of the attack, our network team will work with you to help mitigate the impact and suggest options for more detailed layers of protection in the future. Automatic systems constantly monitor our entire network, transit links and servers. In the event of any problem, our data centre NOC teams are on site 24 hours a day. iomart holds on-site spares for critical equipment which powers our network to assist us in ensuring that we maintain our 100% uptime guarantee. Off Site Connectivity If you wish to access our Cloud Storage platforms via dedicated Internet Connectivity from your local office iomart can deliver dedicated network links straight into our Enterprise grade network. A wide variety of options are available from 10Mb/s through to 1Gb/s circuits, with or without internet breakout. Pricing
7 Item Description Cost per month ( ) Core Server Costs Server Base Server instance with cloud firewall. Includes standard operating system Processor Per vcpu RAM Per GB Storage Fast Per GB 0.70 Storage Standard Per GB 0.35 The pricing in the above table is based on per month. Additional Data transfer out of the platform (i.e. network traffic) is charged at 0.10 per GB. Pricing is exclusive of VAT. Due to the complexity of customer s requirements for hybrid and private cloud architectures, most services are priced on a case by case basis. Hybrid CloudSure A hybrid cloud from iomart provides the customer with the ability to flex and expand existing infrastructure with cloud. In simple terms, some of the IT resource remains in-house and some is outsourced to the CloudSure platform. The hybrid cloud model provides a compelling solution for the enterprise that wishes to retain certain core elements of its computing environment using dedicated facilities and yet wishes to benefit from the flexibility and on demand nature of the cloud. Benefits Blended mix of Physical Servers and Cloud to fit purpose Totally flexible - determine what infrastructure/services are cloud based Integration of legacy systems Bespoke and complex architectures Optimise IT expenditure Secure communications between hybrid components High Availability guaranteed Service Level Agreements (SLAs) Add additional cloud services desktop, , backup and storage - simply and effortlessly Private CloudSure A private cloud, delivers all of the benefits of cloud computing, including self-service, scalability, and elasticity, but with the additional comfort that a completely bespoke and dedicated solution brings. Benefits
8 Dedicated Hardware Services with flexibility of cloud approach Finite Resource Pre-ordained with on-demand control Bespoke and complex architectures designed to fit performance and security profiles Bespoke Service Level Agreements (SLAs) With iomart's private cloud, the enterprise can benefit from infrastructure, platforms and software applications in an easily managed, easily scaled and cost effective serviced manner. Service Management Details iomart assigns an Account and Technical Manager to each client. Our approach to Account Management has been developed to provide a value added service to our customers. Account Managers are focused on developing relationships, understanding each customer s strategic goals and supporting them in the achievement of their objectives. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives. The Account Manager is also a single point of contact for any requirements or escalations, ensuring any issues are dealt with seamlessly and effectively. Monitoring and Support Support is provided on a 24/7 basis, responding immediately to monitoring alarms and support requests. The SLA specifies that all service affecting problems are dealt with in fifteen minutes. The following table provides an overview of the Support Tiers that are in place. Service Description Intelligent Support (Included FOC) Tier 1 Intelligent Support Tier 2 24x7x365 Telephone Support 24x7x365 Helpdesk Ticketing System and Support : 24x7x365 Hardware monitoring only 24x7x365 1 Hour Fix (from fault diagnosis) SLA: 100% Uptime on Infrastructure Auto Critical Patching Service: Operating Systems and Assisted Patching Services as required Business Hours Sysadmin Response to Monitoring and Support Requests: 30 minutes per month Extended OS Support troubleshooting advice only (Windows, Linux, Solaris) Managed Critical Patching Service: Operating Systems 24x7x365 Sysadmin Response to Monitoring and Support Requests: Unlimited Full Operating System Support and Configuration Services (Windows, Linux, Solaris)
9 Information Assurance Business Impact Level s (IL) iomart CloudSure service has been assessed as suitable for information systems classified to Official status - appropriate for IL3 data. All iomart data centres are located in the UK UKAS certified management systems to ISO 9001, ISO 27001, ISO and ISO Ordering and Invoicing Process Upon receipt of a completed Sales Order form, iomart will deploy the required service. Billing for the service is monthly, with a minimum contract term of one month. Payment can be via Direct Debit or BACS transfer. Service Lead Time New CloudSure customers are typically deployed within two working days from order. Shorter deployment times may be available and prioritised upon request. Existing customers are able to deploy additional resources and server instances via the Cloud Control Panel. On-boarding and Off-boarding Once the deployment is completed, account and access details are sent to the Account contact nominated by the customer. The server will be ready for application and data upload, and use. When use of the server ends, the customer will be able to export the data before the server is terminated. Using the Service The iomart Cloud Control makes it simple to build, destroy, edit and upgrade Virtual Machines regardless of the method of access (Public, Private, and Hybrid). Additionally a full range of usage statistics are available for each virtual machine on demand. Once services have been built access mechanisms are the same as with any physical server, so entirely dependent on the OS. Typical examples would be Remote Desktop for Windows and SSH for Linux. Termination Terms At the point of termination, all data, accounts and access will be permanently deleted, and will not be able to be recovered or restored. It is the responsibility of the customer to remove all data prior to termination. There are no termination costs for this Service.
10 Service Credits iomart offers guaranteed service levels on network availability, power, data centre environmental conditions and support. In the unlikely event that we do not meet our stated levels we will credit your account.
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