Solution Overview. Our Solution employs two tiers of storage aligning costs of storage with the changing value of data over time.

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1 Service Solution Overview Online Backup per TB model Databarracks fully managed online backup solution uses the Asigra software to back up and protect both physical and virtual environments. Housed in our UK based, Tier 4 data centre, the fully managed service allows customers to benefit from a 24/7/365 support desk. We offer full technical support and we do not charge for installations, daily monitoring, restorations and carriage back to the end user. Our engineers are available 24/7/365 and clients are able to speak to them at any time. Where appropriate, an engineer will accompany the data back to the client and will remain on site to assist in the recovery process at no extra cost. Information assurance Impact Level (IL) Level of backup/restore and disaster recovery provided On-boarding process Off-boarding process Our Solution employs two tiers of storage aligning costs of storage with the changing value of data over time. IL1/2 The fully managed service uses agentless Asigra software. This makes setups straightforward. Databarracks will consult with the end user as to how best setup the service, for example a customer can choose to keep up to 999 generations of any one file so they can restore from a version as well from a point in time. From experience, Databarracks have a number of default settings for what level of backup to provide however, if certain data types, files, folder or servers need greater protection then specific rules can be easily configured. The management and support is on-going at no additional cost, so at any point a customer can request a change in settings. A Databarracks engineer will attend the customer site to install and configure the software inline with the customer requirements and collect the initial copy of data. The initial copy of data will be transported to the data centre and uploaded onto Databarracks cloud infrastructure. After data is uploaded, the on-going data transfer over the WAN can begin. If the customer requires data to be returned, or presented to another service provider it is written off at the data centre and couriered to customer or new service provider site. Data will be presented as is allowed by the Asigra software this either the most recent copy of the data or multiple generations. Following the migration of data back to the customer or to another service provider and the confirmation of the data integrity by the customer, the data is securely deleted in line with our ISO27001 certification.

2 Pricing Typically on the per GB pricing model, setups are free of charge to G-Cloud. Thereafter the costs are based on the amount of data stored in the Tier 4 data centre. Our costs are based on the compressed size and not the protected size. The difference between the two can vary substantially. In terms of the compressed size, this will also vary dependent on the type of data being stored. As a standard, we use 2:1. Our Solution employs two tiers of storage. In general, on a per GB basis the charges are as follows Tier One: Live data at 750 per TB per month *Price based on compressed data. This is high value data which is in use on a daily basis and liable to continuous change. This is normally data which is in common use and available across the entire IT environment, or that data specific to a particular part of the Organisation i.e. accounts, design, logistics, and databases.etc. This data has to be available within the shortest possible timeframe and all requests for technical assistance, for whatever reason, are actioned immediately. Tier Two: Retained Data at 330 per TB per month *Price based on compressed data Typically data which is over a certain age (specified by the client) which is required to be kept for compliance, historical or sentimental reasons (or a combination of all three). This is effectively archived data which can be can be retrieved on line either by a web portal, or with our assistance, all such requests being actioned immediately as with Tier 1. Due to the functionality of the backup software, this can also work interactively with the live data. For example, if data which is retained on this platform and is re-activated by a user, it will move up into the live backup and remain there. The software is intelligent enough to allow us to set time parameters so, for instance, once data reaches a certain age without being accessed, it will be moved into this lower cost range. This is a useful tool for the end user to manage their costs far more effectively. We at Databarracks pride ourselves on the veracity of our company in providing our clients with the most cost effective means of storage without compromising data integrity and security. From experience, at least 40% of the data a company holds will not have been accessed for

3 over 12 months. Service management details Databarracks provide 24/7/365 technical support via our Freephone technical support line. All support performed by engineers in the UK. Engineers monitor the service and provide proactive support via or phone in addition to automated alerts. Databarracks is ISO and ISO 9001 Certified. Service constraints Service Levels Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms by consumers Termination terms by the Supplier (removal of the G-Cloud Service) Data restoration / service migration Customer will be notified of any planned schedules. These will take place out of working hours. Details of service level can be found in the Service Level Table in the terms and conditions. Details of service level credits can be found in the Service Level Table in the terms and conditions. In normal scenarios, Databarracks provide remote or onsite training for key staff (administrators or super-users) at no additional cost. Invoicing occurs monthly, in arrears with payment terms of 30 days from receipt of invoice. Databarracks commit to meeting the pre-requisite order criteria set out by G-Cloud. Databarracks require 30 days notice for termination of services in addition to the minimum term of the contract. Databarracks will provide a minimum of 90 days notice of the termination of any service in addition to term of the contract. The customer will notify Databarracks of the need for data restoration via the 24/7 freephone support line. Databarracks will then confirm the disaster recovery invocation with one of the customers named contacts. Once systems are live and fully recovered customers will work from the remotely hosted systems. When the customer is ready Databarracks will fail-back from remotely hosted systems to onsite systems. If onsite hardware has been completely lost/destroyed, Databarracks will initially bring back a recent copy of data to restore locally at the customer site, while the customer continues to work on the DR environment then once systems are replicating again, fail-back to the onsite systems.

4 Consumer responsibilities Customers are responsible for: Reporting any issues to the support team and allowing Databarracks support staff to resolve issues. Providing an internet connection to allow the incremental changes to be sent to the data centre. Providing remote access to the locally installed software Technical requirements Clients are required to: Install the Asigra software locally, Databarracks can do this remotely. Modify firewalls to allow data to be transferred offsite to Datbarracks cloud. Have a large enough internet connection to transfer offsite to Databarracks cloud (bandwidth required is determined by the size and nature of the systems protected and the frequency of data transfer) Trial service available? Elastic or Burst model Guaranteed or non-guaranteed resources Persistent or non persistent storage (only answer for VPC Databarracks use a persistent storage model) Utilisation monitoring/reporting Yes Services use an elastic resource model. Customers can request additional resources when required. Services use a non-guaranteed resource model. Databarracks use a persistent storage model Round the clock monitoring of the storage and data centre is provided as well daily checks on individual backup sets. Full reporting is included. This includes, storage sizes, backup sets, availability of service.

5 Performance % Definition of support (on the phone, onsite, via , help desk) Time for provisioning/de-provisioning service Databarracks provide 24/7/365 technical support through our Freephone support line. All technicians are UK based. As required, technical support staff are available to visit customer sites for setup or configuration. Non-technical related issues are handled during UK working hours 9am 6.00pm (Monday-Friday). In normal circumstances Databarracks will have an engineer onsite to begin setup (including data collection) within 1 week, with the service fully operational within 20 days. For de-provisioning when contracts are terminated, Databarracks will arrange a time for decommission of service. Databarracks will return data/provide data to another service provider within one week of the end of the contract (exact times will be dependent on volumes of data being returned). Termination costs and early termination fees Hypervisor used Service boundaries To terminate the service at the end of the contract will not incur any cost unless the customer wishes for data to be presented to them on disk. This is charged on a one off fee basis and is dependent on the volume of data. N/A Databarracks responsibilities (included in service) Software installation, design and guidance over best practice Collection of data and transport to data centre Managing and supporting customer IT staff/super users Day to day monitoring of the service. Customer responsibility (excluded from service) Choosing exact data replication schedules and data retention Supporting end users Confirming Disaster Recovery invocation Reporting any performance issues Maintaining sufficient bandwidth to run the backups.

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