SERVICE DEFINITION. G-Cloud 7 MANAGED SERVER. Classification: Open

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1 SERVICE DEFINITION G-Cloud 7 MANAGED SERVER Classification: Open

2 Classification: Open ii MDS Technologies Ltd Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd. MDS Technologies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX Telephone: , Fax: CONTENTS WHY MDS?... 3 SUMMARY OF SERVICE FEATURES... 3 PRODUCT OVERVIEW... 3 PRODUCT FEATURES... 6 TECHNICAL FEATURES... 6 EXAMPLE USE CASES... 6 INFORMATION ASSURANCE... 7 ON BOARDING AND OFF BOARDING PROCESSES... 7 PRICE MODEL... 7 SERVICE MANAGEMENT SERVICE CONSTRAINTS SERVICE LEVELS ORDERING AND INVOICING PROCESS SERVICE LEAD TIME TERMINATION COSTS CUSTOMER RESPONSIBILITIES TECHNICAL REQUIREMENTS RELATED SERVICES... 13

3 WHY MDS? Bespoke cloud solutions that fit your business needs Trusted provider of agile, scalable and assured digital services Full range of cloud hosting and enablement solutions Security Cleared (SC) operational support staff Honest providers of services, support and practical advice 24/7 support through our ITIL-aligned Service Desk A privately owned, UK sovereign company We are an SME - agile with minimal bureaucracy Providing infrastructure services to the Public Sector for over 12 years Certified against ISO 27001, ISO 9001, ISO14001 and Cyber Essentials Plus We listen to our customers, we understand, we deliver PROFESSIONAL, PERSONALISED SOLUTIONS SUMMARY OF SERVICE FEATURES Simple and clear menu-driven pricing Scripted, automated deployment Windows and Linux supported Full platform management and support ISO27001 and Cyber Essentials Plus Certified service ITIL-compliant 24/7 Service Desk Named Account Manager PRODUCT OVERVIEW MDS provides a highly automated, secure and ITIL aligned managed service on top of our customer s preferred Infrastructure as a Service (IaaS) platform, to provide a fully managed Operating System Platform as a Service. This service is broken in to three core areas; deployment, on boarding and managed service. Deployment Our deployment service aims to configure a customer s cloud servers in a rapid and repeatable manner. Our project implementation Architects have created a bespoke provisioning solution based on a customer facing interface and back end scripting to interface with the cloud provider s Application Program Interface (API). Working with our Architects if required, or independently, customers translate their infrastructure design into our build interface. This spreadsheet provides a repository for all of the configuration details necessary to build the server, including core and server networking, server sizing and account security. Once complete this spreadsheet becomes the input to our provisioning scripts which connect to the Cloud provider s API in order to build and configure the customer s cloud environment. Full error checking is undertaken whilst the script runs to ensure that any errors or omissions within the spreadsheet are captured and fed back to the customer. The spreadsheet can then be amended and run iteratively, thereby becoming a core element of the

4 infrastructure documentation and change control mechanism. It also ensures that should a duplicate copy of the environment be required, for example when deploying test systems or in the event of disaster recovery, that the new environment is identical to the original one. Our deployment service can be used for any size of environment and purchased separately or packaged with the on boarding and support services. The service is based on deploying from a templated server image, which may need to be created before the deployment scripts can be initiated. We can also provide manual deployment for complex customer environments where the requirements are such that the automated deployment is not suitable. On boarding Our project implementation teams provide an on boarding service in order that our service delivery teams are fully aware of the details of each customer s support requirements, monitoring tools are correctly installed and the servers are at a supportable build standard. Your dedicated Project Manager and technical lead will work with you to gain a full understanding of your support requirements including the level of monitoring and alerting that you require, service hours, security requirements and escalation contacts. We will provide a Service Summary document to you which includes the service details that our Support teams require. The summary also includes contact and escalation details within MDS should you require them. Once this information is gathered we will install and configure the service management tools that are needed for your environment. This may include: Capacity and availability monitoring agents Anti-Virus / Anti-Malware software Operating System updates Accounts for our Service teams to use when working on your servers Once this installation is complete we go through a formal Operational Acceptance In to Service (OAIS) handover process between the project and service teams. This is an internal meeting where the Service team representatives and your dedicated Account Manager can critically review the on boarding project and service details to ensure that they are fully equipped to support you. Ongoing Managed Service Once the OAIS process has been completed the ongoing support is delivered by our Service Desk and Operational Support teams. The service has a number of core components focused on the maintenance and support of an Operating System platform, tailored to your specification to support the applications and services that you require. We can support a wide range of operating systems, with our core service being based around Windows and Red Hat Enterprise Linux (including CentOS and Oracle Enterprise Linux). We ensure your platform is patched, provided with anti-virus protection and monitored for Capacity and Availability issues and trends. We also provide a 24/7 Service Desk to ensure that any Incidents impacting your platform are responded to and resolved quickly and effectively.

5 Our Managed Service covers the following scope: Server provisioning using either automated scripts or manual deployment Provision of a 24/7/365 Single Point of Contact Service Desk Incident and Problem Management Capacity and Availability Monitoring, covering: Server Availability CPU Capacity Disk Capacity Patch download and deployment Anti-virus download and deployment (including Symantec Anti-virus licence) Monthly Standard Service Reporting, covering: Availability and Capacity reporting (as above) Service Desk performance Change Management Financial management The following additional options may also be purchased on a utility basis: Support within secure, segregated networks (such as the Skyscape Elevated OFFICIAL Cloud Platform). The following additional options may be purchased but will be priced based on the Client s specific requirements: Automated or manual deployment Change and Release Management Bespoke Service Reporting and Review requirements Implementation and on-boarding services Disaster Recovery services Asset and Configuration Management Security Management Access Management SQL, Exchange and database support Microsoft GSPLA and SPLA licences RedHat licences

6 PRODUCT FEATURES The main features of our Managed Server Service are: Automated or bespoke deployment Formal on boarding and OAIS processes Straightforward and transparent pricing Menu-driven options you only pay for what you need Variety of Operating Systems supported 24/7 Service Desk coverage A named Account Manager TECHNICAL FEATURES This service has the following technical features: Scripted deployment using Cloud APIs Capacity and Availability monitoring and alerting using OMD Check-MK Anti-virus deployment and update using Symantec (Windows) and ClamAV (RHEL) An integrated Service Desk toolset, which supports interfaces with a wide range of other Service Desk applications Portal access to our Service Desk toolset for on-line logging, updating and tracking of Service Desk calls Comprehensive Service Management processes and procedures, based on ITIL best practice EXAMPLE USE CASES This service would be beneficial if you wish to: Significantly reduce your core infrastructure support costs Rapidly configure new Cloud resources Take advantage of the benefits of cloud computing but don t have the skills in house Undertake a pilot to assess the benefits of the cloud platform for development and/or production environments. Focus on enhancing your business processes and the applications and systems that support them Ensure a stable and consistent platform to enable innovative application development and lowrisk release into a production environment Take advantage of a low-cost, fully managed platform subject to ITIL Service Management control, that will scale rapidly to meet evolving business needs

7 INFORMATION ASSURANCE We are LRQA certified against ISO 27001:2013 and Cyber Essentials Plus, which cover all our business operations. We are a UK Sovereign company delivered from secure UK data centres by Security Cleared (SC) staff We are able to provide services at OFFICIAL and OFFICIAL-SENSITIVE and have been subject to accreditation at these levels by a number of existing customers who take this service from us. We can also provide services at higher security levels if required. We can provide this Managed Server service to support your chosen secure IaaS provider. ON BOARDING AND OFF BOARDING PROCESSES On-boarding We operate an Operational Acceptance into Service process to ensure we take on the support and management of the cloud-based platform in a controlled manner. This encompasses: Setup of monitoring, alerting and anti-virus utilising the MDS management toolset Establishing the key customer service interfaces and information reporting framework Providing access and interfaces to our Service Desk Establishing maintenance and patching regimes and schedules Ensuring the IaaS platform is fully documented and baselined Handover and acceptance by our Support and Account Management teams Off-boarding Our off-boarding process is focused on ensuring the controlled shutdown of our service and, where appropriate, facilitating the transition to an alternative provider. This encompasses: Facilitating the removal of your data and content from the cloud platform Securely, and permanently, deleting all data, accounts and access such that they cannot be recovered PRICE MODEL Deployment Our deployment service can be bought in two ways: MDS supported deployment, where our technical consultant works with you to populate the interface spreadsheet before implementing the scripts to deploy the service. This service provides a higher level of assurance that the spreadsheet is correctly configured before being deployed, thereby reducing the likelihood that errors will occur. This is a one off charge based on the size of the environment. Customer deployment, where the customer has the technical understanding to correctly populate the interface spreadsheet and MDS is only required to perform the deployment. This is a per-deployment charge based on the size of the environment.

8 Number of Servers MDS Supported deployment Customer deployment Over 250 Please ask for pricing On Boarding Our On Boarding charges are made up of two elements: Per customer or per environment charge of 280 for configuring our central system to receive monitoring information from the new servers Per server charge of 25 for installing our monitoring and management tools Ongoing Managed Service Our Core Managed Service is priced on a monthly basis and is made up of two elements: Per Month Fixed which represents the charge payable each month regardless of the number server instances under support. This is only charged where MDS needs to manage the customer s environment separately to our standard installation, for example where the security levels are such that we cannot access servers from our central monitoring systems. Per Server Instance per Month which represents that charge payable per server instance under support (physical or virtual) in addition to the Fixed charge. Individual service elements can be purchased separately if required. Core Service Element Charge per server per month Charge per month fixed (where applied) Incident and Problem 40 0 Management Capacity and Availability 25 0 Monitoring OS Patching Anti-virus deployment and update Total Core Service 125 1,080 Symantec AV for Windows 2 0 ClamAV for RHEL 0 0

9 Discount Scheme Managed Service We will apply discounts to the Core Managed Service charges to reflect the volume of servers you require to be supported, as detailed in the table below. Number of Servers under Support Discount applied per server instance per Month Charge % % % % % % This discount will be applied on a monthly basis, based on the number of server instances under support during the month. Ongoing Service Management of High Performance Computing (HPC) Environments Where our Managed Service is applied to support a customer s HPC Environment, the following per VM charges will apply: Number of Nodes (machines) under Management per Node per Month Charge This pricing will apply to the management of HPC Environments meeting the following criteria: All nodes are of an identical build and specification All nodes are based on a Linux Operating System All nodes are managed by an automated configuration management tool specified by MDS Anti-virus will not be installed within the HPC environment and the customer will implement an airlock (or similar) facility to virus-check data and code, before it is introduced into the HPC environment

10 SmartHands Service In addition to the Core Managed Service, we provide an intelligent hands service that can be directed by you to carry out Changes and small scale project work. This service is chargeable by the hour. Optional Services Charge per hour SmartHands Again, we will apply discounts to the SmartHands Service charges to reflect any volume commitments you are able to make, as detailed in the table below. SmartHands Hours per month added to Core Service Discount applied Monthly Charge % 1, % 2, % 3, % 5, % 6, Larger projects will be priced based on your requirements using our SFIA Rate Table but we will apply the following discounts to those rates depending on the volume of resources you need: SFIA Rate Project Resource Days Discount applied >= 10 10% >= 50 15% >= % * You can bundle projects together as a Programme of work to gain the most advantageous discount as long as all work in that Programme is covered by a single Purchase Order. SERVICE MANAGEMENT MDS will provide a dedicated Account Manager as the first point for contact for service management. We will supply a monthly service report providing details of the service provided over the preceding month. We report on the following topics as standard: Performance against IaaS platform availability targets Service desk Incidents and Changes Number of quotes received / processed Recommendations Service improvements Capacity monitoring Your Account Manager will agree on the structure and frequency of account reviews as part of the on boarding of your service.

11 SERVICE CONSTRAINTS This service must be bought in conjunction with an Infrastructure as a Service (IaaS) service that MDS is granted access to manage. SERVICE LEVELS We will meet the follow service levels, associated with the management of Incidents occurring within the scope of services provided by MDS. Incident Management Priority Level 1 Critical systems failure or severely impaired 2 User group or key user unable to operate, experiencing significant reduction in system performance 3 Single user unable to operate with no available workaround 4 User or user group experiencing problems but with a work around that does not affect service delivery Response Target for MDS to Acknowledge Problem Notification Response Target for MDS to Update Customer 15 Minutes 30 Minutes Resolution Time 4 Working Hours (6 Hours outside Core Service Hours)* 15 Minutes 30 Minutes 6 Working Hours 30 Minutes 60 Minutes 3 Working Days 60 Minutes 4 Working Hours 7 Working Days Service Requests SLAs associated with the management of Service Requests occurring within the scope of services provided by MDS. Service Request fulfilment SLAs apply within MDS Core Service Hours, which are 8am to 6pm, Monday to Friday (excluding Public Holidays).

12 Priority Level 1 Genuine emergency, high priority requests that, if not actioned, will significantly impact system operation 2 Standard requests, pre-approved by the Customer and which are either simple and straightforward or for which a pre-agreed process exists 3 Non-standard requests, which require further investigation or discussion or for which further customer approval is required Response Target for MDS to Acknowledge Request Notification Response Target for MDS to Update Customer Resolution Time 15 Minutes 30 Minutes 2 Working Hours 15 Minutes 30 Minutes 8 Working Hours 60 Minutes 1 Working Day 5 Working Days (or as otherwise agreed between MDS and the Customer) ORDERING AND INVOICING PROCESS A Purchase Order is required and billing for the service is monthly in arrears. Payment can be via the following methods: BACS or Cheque. SERVICE LEAD TIME We aim to implement the deployment and on boarding on a new service within 10 working days of receiving a new order. Once the on boarding and OAIS process have been completed the support service will commence within 48 hours. TERMINATION COSTS There are no termination costs for this service. CUSTOMER RESPONSIBILITIES You will need to take responsibility for: Ordering and providing access for MDS to a suitable IaaS platform The control and management of access and responsibilities for end users. Ensuring only appropriate data (e.g. OFFICIAL or OFFICIAL SENSITIVE) is stored within your platform. TECHNICAL REQUIREMENTS Individual users will require internet access or connectivity via a government secure network to access the customer s chosen IaaS platform.

13 RELATED SERVICES This service may be bought in conjunction with the following other MDS G-Cloud services: Infrastructure Advisory Service Cloud Enablement Connecting to the Cloud Managed Backups DevOps Services

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