CLOUD DESKTOP Service Definition

Transcription

1 About Littlefish Established in Nottingham in 2003, Littlefish (UK) Ltd has an innovative, stable and successful history in Managed IT Services and has grown continuously over the last ten years. Through organic growth Littlefish boasts over 80 customers across multiple sectors, currently ranging from users. Service Overview Working in partnership with Vesk Ltd, Littlefish is offering a hosted virtual desktop service Cloud Desktop. A Littlefish Cloud Desktop can be accessed from anywhere, at any time and from nearly any device. The Cloud Desktop itself comprises current versions of: Microsoft Windows O/S Microsoft Office* Various internet browsers End-point security monitoring and alerting (spam/virus/web) HDX Advanced Media streaming Adobe Acrobat PDF Reader *Including software assurance Running alongside the virtual desktop the Cloud Desktop service also provides the following complementary services: Unlimited internet bandwidth Shared business folders 5GB storage (per user) 15GB individual and shared storage Real-time offsite file-level backup Intrusion prevention services Additional virtual servers (see Pricing section below) Additional flexible compute resource (see Pricing section below) Whilst the Cloud Desktop is typically delivered on a Public cloud basis it is also possible to provision resources in either a Virtual Private Cloud or a Dedicated Private Cloud capacity although additional fees will apply. Customers have the ability to upload their own Operating System image to be utilised on the Cloud Desktop. Littlefish are also able to provide virtual server and flexible compute resource capabilities Littlefish Cloud Server. Additional costs are detailed in the Pricing section below. Littlefish offer Cloud Desktop on a Standard Managed or Enhanced Managed basis. Standard Managed This is the default option. Littlefish will provide the Cloud Desktop service as outlined above. Littlefish will provide support for the Cloud Desktop service itself (i.e. ensuring availability, access, amending resource requirements, etc).

2 The Standard Managed option is priced at 51 per Cloud Desktop per Month. Enhanced Managed Littlefish will provide the support outlined in the Standard Managed service but will furthermore provide direct user support via our On-Demand Service Desk service (as outlined in its own document included as a Supporting Document with this service stream). As per the pricing mechanism for the On-Demand Service Desk it is possible to pay on a Support Request Volume basis or on a Per Cloud Desktop basis. Therefore the Enhanced Managed option is priced at either: 51 per Cloud Desktop per Month + 24 per Registered Support Request per Month or 66* per Cloud Desktop per Month (no additional fees irrespective of Support Request volumes) *The incremental support charge representing a 6% discount to the On-Demand Service Desk service directly Information Assurance Due to the nature of Littlefish s varied customer base we have cause to work in line with ISO27001, PCI-DSS and SOx adherence requirements. Whilst not currently holding ISO27001 certification directly we are intending to achieve accreditation within the next 12 months. The Data Centre s holding the Cloud Desktop images and data are ISO27001 and ISO9001 accredited, and PCI compliant. Although this service is currently suitable for IL0/1/2 level environments we anticipate, through Vesk Ltd s investment in additional infrastructure, being able to offer IL3 assured capability in the near future. Inevitably the IL3 requirements will necessitate a private cloud model which will reduce the cost-effectiveness of the solution. All Littlefish personnel are DBS checked as standard. On-boarding and Off-boarding A tailored Transition process is required to assess the requirements and prepare a migration plan. Migrations are typically undertaken in relation to first-time virtual desktop users, or existing virtual desktop users (utilising alternative internal or external provisioning models). Littlefish approach all Transition s based on the following statement of intent. The transition from service provision by the incumbent customer supplier to provision by Littlefish should be smooth and have no or minimal impact on end-users and the customer s business operations, and should be achieved by an agreed date. The Transition process typically consists of: Assessment on LAN/WAN throughout capabilities

3 Proof of Concept (PoC) Cloud Desktop creation (if required) for testing purposes Data transfer assessment (file-level, AD level, databases, mailboxes, calendars, contacts, etc) Identification of licensing requirements Application virtualisation assessment Detailed migration project plan User communication plans (especially pertinent for first time virtual desktop users) Training The Transition process takes around 1 calendar week for every 200 users to be migrated. On-boarding costs of course vary in line with the number of required Cloud Desktops and the complexity of the application stack identified for virtualisation. On-boarding is charged on a T&M basis at /day. Resource can be engaged within 5 days of order to undertake the initial consultation and setup exercise. Off-boarding Upon termination of the contract Littlefish will return all data to the customer. This will typically include (but is not limited to) the following data types: File-level Database-level Scripts, Functions, Reports, Code All mailbox data Security settings User profiles Extracted data is encrypted and presented to the customer on a suitable NAS device (as provided in advance by the customer). Littlefish will supply the decryption key. Where the standard notice period is invoked the data extraction process will be undertaken during normal office hours (9am-5pm Mon-Fri) unless advised otherwise by the customer (e.g. weekends, evenings). In either case the off-boarding process will be charged on a T&M basis at the rate outlined for on-boarding ( /day) but noting that non normal office hours resource is charged at 1.5x the day rate. Once advised by the customer that all data has been extracted Littlefish will destroy any remaining customer data held on our systems. Data removal is undertaken in line with ISO27001 and US Government standards. Data Restoration/Service Migration Any data stored by Littlefish will be restored to the customer in the same format it was initially presented in. Please see Off-boarding above for more details. Service migration is covered under the previous section for On-boarding.

4 Pricing Please refer to Service Overview for definitions if necessary. The service is charged as follows: Standard Managed (default option) The Standard Managed option is priced at 51 per Cloud Desktop per Month. Enhanced Managed (includes end-user support) The Enhanced Managed option is priced at either: 51 per Cloud Desktop per Month + 24 per Registered Support Request per Month or 66* per Cloud Desktop per Month (no additional fees irrespective of Support Request volumes) *The incremental support charge representing a 6% discount to the On-Demand Service Desk service directly As described in the on-boarding section the charge for on-boarding (and off-boarding where necessary) is based on a T&M basis at 575/day. Additional virtual server and flexible compute resources can be provisioned based on the following monthly charges. Basic Server Bundle (1 vcpu, 2GB RAM, 50GB Storage) per month Additional computer resource: 1 vcpu per month 1GB RAM per month 1GB Storage per month Additional software resource: Microsoft Sharepoint (per user) per month Microsoft SQL (per user) per month Microsoft SQL (per processor) per month Microsoft Office ProPlus upgrade (per user) per month Service Levels Littlefish offer the Cloud Desktop service with a service level guarantee of 99.9% availability, subject to the provisions outlined in our Terms & Conditions. Further service level commitments are made in relation to the Enhanced Managed option and can be viewed in the Supporting Document.

5 Service Support & Management Littlefish s Service Desk is utilised to provide support for either Standard Managed or Enhanced Managed Cloud Desktop options. Customers contact the Service Desk via either phone, or Littlefish s Self-service portal (or via the LF Live applet if the Enhanced Managed option is selected). Standard Managed Service Support For the Standard Managed Cloud Desktop s Littlefish will ensure the Cloud Desktops and associated virtual services, storage and operating systems are available and running at suitable access speeds for 99.9% of the time. Prioritisation for Incidents relating to the Cloud Desktop service are defined as below. Priority Description Response time Target resolution time The entire Cloud Priority 1 Desktop Service is 2 Business Hours. "down" and Immediate Continuous effort inaccessible. response. after initial Priority 1 Incidents response. shall be reported by telephone only. Priority 2 Priority 3 Priority 4 Operation of the Service is severely degraded, or major components of the Service are not operational and work cannot reasonably continue. Priority 2 Incidents shall be reported by telephone only. Certain nonessential features of the Service are impaired while most major components of the Service remain functional. Errors that are, non-disabling or cosmetic and clearly have little or no impact on the normal operation of the Service. Within 1 Business Hour Within 2 Business Hours Within 24 Business Hours Within 4 hours after initial response Within 8 hours after initial response Time is calculated on a case by case basis

6 Standard Managed support also provides cover for provisioning/de-provisioning services based on the following Service Request activities. Service Request SLA Response Time Typical Response Time New Cloud Server provision 24 hours 2 hours New Cloud Desktop provision 24 hours 2 hours Increasing Cloud Desktop/Server resources (i.e. CPU, RAM, Storage, etc) Adding new Users, Mailboxes, Aliases, Contacts, Distribution Groups 24 hours 1 hour 24 hours 2 hours Changing Passwords 1 hour 15 minutes Changing Folder Permissions, Usernames 4 hours 1 hour Disabling Users 1 hour Immediate Archiving Documents, Mailboxes 48 hours 24 hours Installing new Applications 48 hours 24 hours Updating existing Applications 48 hours 24 hours Enhanced Managed Service Support Encompassing all of the features outlined in the Standard Managed service the Enhanced Managed Service also includes the features associated with the Littlefish On-Demand Service Desk service (as outlined in the Supporting Document). Service Management Service Reviews are held on a customer-defined schedule to review the on-going success of Littlefish s services. The Service Review meeting is held via voice conference, and consists (at a minimum) of the customer s IT Manager (or equivalent role) and the nominated Littlefish Service Account Manager. A Littlefish technical resource may also join if required. Items to be discussed at the Service Review include: Cloud Desktop Performance and Availability Review (against SLA) Service utilization Review

7 Assessment of developing customer requirements and their relation to the Cloud Desktop environment The Littlefish Service Account Manager records the key issues discussed at the Service Review and any actions arising. Service Credits If availability falls below 99% in a given calendar month, Littlefish shall credit the customer's account by an amount calculated as the product of the total cumulative downtime (expressed as a percentage of the total possible uptime minutes in the month concerned) and the total Monthly Cloud Desktop charge (excluding additional support charges) for that month. A Service Credit shall not be payable unless the Client requests it within 30 Business Days of the service-affecting event(s). The maximum Service Credit allowable in a given month is limited to an amount equal to the total Standard Charge owed by the Client for that month. Ordering & Invoicing Ordering is facilitated through the CloudStore and associated contract and order form collateral. Invoices are automatically generated based on the number of active users of the service in the forthcoming period. Payment for the service should be in advance (to cover necessary software license costs) and preferably made by Direct Debit however Standing Order or BACS payments (still in advance) are also acceptable. Term & Termination The minimum term for the service is 12 months. After the minimum term (and at every anniversary thereafter) the service will auto-renew for a further 12 months unless 90 days prior written notice is provided. Technical Requirements Littlefish utilise the Citrix XenServer hypervisor in the delivery of the Cloud Desktop service. Technical requirements are assessed thoroughly during the service on-boarding process. Some key points to note however when considering Cloud Desktop: Each Cloud Desktop needs a minimum of 200kbps bandwidth (for HDX capability this should be increased to 250kbps) Print services may require a further 50kbps per user Local latency should be less than 70ms for optimal performance

8 Service Constraints The service will be provided on a 24/7 basis based on a 99.9% availability KPI. Where service downtime is required it will occur during a daily window of 10pm to 2am UK time. Backup/Restore & Disaster Recovery Backup and Disaster Recover consists of full bit level disaster recovery synchronisation across two UK Data Centre s, with 15 minute snapshots of the whole Cloud Desktop platform for rollback purposes. Please see diagrams below for further details. Training All relevant training relating to provisioning and de-provisioning is provided during onboarding. Consumer Responsibilities All relevant responsibilities are outlined in the associated Terms & Conditions. Trial Periods A trial period is possible. Please contact Littlefish directly to arrange.