Desktop as a Service Service Definition

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1 Desktop as a Service Service Definition

2 2 Table of Contents Purpose of Document... 4 Desktops as a Service (DaaS) Service Description... 4 Technology... 5 Deliver Uncompromised End User Experience... 5 Security... 5 Service availability & Business Continuity... 6 Unbounded End User Mobility... 6 Software Compliance... 6 Service Offerings... 7 On-boarding... 7 In-service reconfiguration... 7 Off-boarding... 7 DaaS Service Demarcation Point (SDP)... 8 Target Service Commencement Dates (*1)... 8 Accreditations... 9 Target Service Levels for DaaS Services:... 9 Service Availability... 9 Service Credits for DaaS Services Service Credits Rules and Claims Service Reviews Trials and Evaluations Private Connectivity Professional Services Rates

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4 4 Purpose of Document This Service Description forms part of Schedule 1 of the Call Off Agreement and contains the description of the Service which would be provided to the Customer upon acceptance of a signed Order. This document should be read in conjunction with the Supplier Terms and Conditions document which also forms part of Schedule 1 of the Call Off Agreement. Desktops as a Service (DaaS) Service Description Exponential-e s DaaS Service provides a user interface (Virtual Desktop) that connects to applications and data that are stored on Exponential-e s servers. Each Virtual Desktop instance exists as a virtual machine (VM). Exponential-e uses multiple Tier 3 Data Centres to house the underlying hardware resources which deliver the virtual resources to multiple customers. The DaaS Service can be accessed via the internet or an Exponential-e provided connectivity service. The Service components are: Processor - The processing power that can be used by VMs delivered as either Virtual CPU (vcpu) or Virtual GPU (vgpu). Storage - The amount of space available to VMs, measured in GB of disk space. Memory - Virtual Random Access Memory (vram) measured in Gigabytes (GB). Graphics package Operating System Experience - The particular operating system experience does not imply use of that specific operating system, alternate operating system may be used. The Exponential-e Desktop as a Service (DaaS) enables enterprises to quickly realise the full potential and benefits associated with virtual desktop (VDI) environments reduced deployment complexity; improved management, security and compliance; and superior end-user productivity without the capital expense and complicated systems integration of building and deploying a customised internal solution. With virtual desktops and applications in the cloud, you get all of the benefits of desktop virtualization without all the headaches cost and complexity. Who wants to build more data centre infrastructure in today s environment? Let someone else take care of that. Leave all the hardware, software, SLA s and performance worries to Exponential-e. The Exponential-e platform was built from the ground up for delivering desktops and applications as a cloud service. The DaaS Platform enables the deployment of Windows desktops and applications from the cloud to any user, anywhere, on any device. Our unique cloud features include: multi-tenancy; massive scalability from grid architecture; multi-location management; and PAYG cost model. 4

5 5 Technology Exponential-e uses VMware's Desktone DaaS Platform to provide an enterprise platform for provisioning and managing multiple workspaces including full VDI desktops (Windows 7, 8, XP or linux), shared session desktops (RDS), Windows Server desktops, and individual applications. Underlying the software stack is our proven virtualisation platform. Deliver Uncompromised End User Experience Deliver uncompromised end-user experience for users who need robust applications, follow me printing, unified communications and 3D graphics as part of their daily workspace. The exponential- Always On Desktop dynamically adapts to the end-user's network conditions to deliver a high performance and seamless experience across devices and locations. Security As well as carrying all 5 ISO standards in our Data Centre and Network, the Service Grid architecture contributes to the DaaS Platform s comprehensive security. Exponential-e DaaS Platform supports full role separation across your organisation as well as full end user desktop management & self-service. The separation is controlled by the Service Grid Backbone, this lies between the Resource Manager and Desktop/Access Manager layers ensuring packets cannot cross the network, Exponential- e & Desktone built this as a non-routable network so that you can run the same subnet IP ranges without conflict. 5

6 6 Service availability & Business Continuity Utilising our 100GBe network and active/active datacentres Exponential-e enables geographic redundancy. This is important for servicing customers with geographically dispersed users and for maintaining business continuity. If one data centre goes down, employees can access desktops via the other on net data centre, with no interruption to their work. Replication of end user data between the sites allows organizations to take advantage of low cost stateless desktops while still preserving end user settings, data and favourites. Unbounded End User Mobility Deliver virtual desktop sessions that follow end users across devices and locations. End users can securely and seamlessly connect to their virtual workspaces from a wide range of corporate and employee owned devices including PCs, Thin Clients, Zero Clients, Mac, Windows, Linux devices, as well as ipads, iphones and Android tablets or phones. Software Compliance The resource manager enables you to you choose whether to share a host or dedicate compute to the virtual desktop. This unique feature is what makes it possible for to offer Windows 7 virtual desktops while remaining in compliance with Microsoft licensing. Only Desktone supports both models: sharing hosts for Linux and Windows Server based single-user desktops or dedicating a host for a cloud-hosted Windows 7 desktop offering. 6

7 7 Service Offerings Description vcpu vram Disk vgpu Persistent Basic No Basic Plus No Standard No Standard Plus (Office 2013 Standard) Yes Performance Yes Performance Plus (Office 2013 Standard) Yes Performance Graphics (GPU offload) Yes *All Windows 7 24x7 Support On-boarding Once an order is accepted, Exponential-e aims to provision a login and provide it to the customer for the Portal within 2 business days. Exponential-e shall use reasonable endeavours to ensure that the Customer may connect to the DaaS Portal over the Public Internet within the timescale stated above. However, where the DaaS is also part of a solution that contains an order for a Connectivity Service, or where access is provided by an alternative supplier, access to the DaaS platform located within the Virtual Data Centre shall also be dependent upon the lead times for the Connectivity Services. The on-boarding process will be managed by Exponential-e s dedicated Cloud Project Management team using PRINCE2 project management methodology. In-service reconfiguration Additional desktop clients can be added and removed at any time. Off-boarding The customer may extract their data at any point during the contract term by self-service. At the end of the term and/or if the contract is terminated, the Service Migration provisions will apply. If customised data transportation, data extraction or data sets are required these will be charged at the prevailing time and materials day rate listed in the pricing section below. In order to action these customised services, an off-boarding service request must be raised via the Exponential-e Network Operations Centre and due to the fact those services have not been not included within Exponential-e s G:Cloud 7

8 8 catalogue entry and thus do not fall within the Framework Agreement and Call Off Agreement, Exponential-e s standard terms and conditions for professional services would apply. Exponential-e shall manage all hardware and underlying virtualisation technology required to provide the DaaS Service and the portal to enable the Customer to manage and view the virtual resources. The Customer shall be responsible for the VMs, all software and applications, managing the Customer s desktop images and security. A list of compatible devices and operating systems is available upon request Exponential-e will be responsible for installing the template operating system and ensuring compatibility with the Virtual Desktop. Standard templates for creating Virtual Desktops covered by Exponential-e s software licence arrangements are provided by Exponential-e which can be configured / customised by the Customer. Any modifications /extensions to the standard templates are subject to the Customer obtaining and complying with the appropriate licenses. The Virtual Desktop is derived from the Customer configured and customised template so it is the Customer who determines how the Virtual Desktop works. No operating system support is provided. Exponential-e support will be limited to re-installing /resetting the template operating system upon request. Exponential-e is responsible for the master template image only. Exponential-e shall promptly install patches made available for the master template images. DaaS Service Demarcation Point (SDP) The DaaS SDP can be either: a) Ethernet demarcation device (EDD) the device that terminates the private connectivity to the VDI platform. This resides on the customer s premise. This is required for all private DaaS services. b) The Managed Firewall, required for all VDI services that are connected via public Internet connectivity. Target Service Commencement Dates (*1) DaaS Service (* 1 ) From order acceptance 5 Working Days DaaS Service Level Agreement 8

9 9 Accreditations ISO 9001:2008 Quality Management Systems: This is a global quality management standard which establishes an organisation s quality management system (QMS). The standard demonstrates our commitment to quality, customer satisfaction and continuously improving operations. ISO 27001:2005 Information Security Management Systems: This certification specifies requirements for the implementation of security controls customised to the needs of an organisation s Information Security Management System. It highlights our ability to select and implement appropriate security controls to protect company information assets. ISO Security Management: ISO is an international IT service management standard which enables IT organisations to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. This standard recognises our capability to meet customer requirements and create frameworks for independent assessment. ISO CSA STAR: This is a rigorous third party independent assessment of the security of a cloud service provider. Holding this certification enhances our commitment to ISO 27001: It provides our customers with the extra confidence that their data is fully protected by improving transparency and assurance within the Exponential-e cloud. PCI DSS: The PCI DSS is a set of comprehensive requirements for enhancing network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its network. Target Service Levels for DaaS Services: Service Availability The DaaS Service is considered available if the Customer is able to access a Virtual Desktop (as evidenced by the availability of the Portal). DaaS Service 99.9% Service Credits Availability Target Availability (TA) Measure Below Target 5% >0.1 Below Target 10% >0.2 Below Target 20% Service Credit* *The Service Credit is applied as a percentage of the Monthly Charge for the DaaS Service. 9

10 10 Service Credits for DaaS Services Measure Service Credit - % of the Monthly charge Below Target 5% Availability >0.1 Below Target 10% >0.2 Below Target 20% The Service Credit is applied as a percentage of the Monthly Charge for the VDC service. For Fixed or Hybrid Payment Models (described below) the Monthly Charge is the Annual Charge divided by twelve (12). In the case of the Pay As You Go variable model, the Service Credit will be applied as a percentage of the actual monthly charge for the Pay As You Go Services the Customer has used in the month of the date of the claim for Service Credits. Service Credits Rules and Claims Exponential-e shall have no liability for any failure to meet the Target Availability Service Levels percentage due to, or as a result of, any of the following reasons: Any Force Majeure Event. Suspension of service in accordance with the Supplier Terms and Conditions. Customer default or delay, or any negligent, wilful or reckless act, fault or omission by the Customer (or its customers), or any of their representatives, employees, agents or subcontractors. Customer Equipment. All Service Credit claims must be submitted for consideration to within thirty (30) calendar days of the end of the calendar month in which the failure to meet the Target Availability Service Level has occurred. Any Service Credit claims not raised by the Customer within thirty (30) calendar days of the end of a month shall be considered irrevocably waived by the Customer. If the Parties, acting reasonably, agree that Service Credits claimed are rightly due, Service Credits shall be calculated in accordance with the table provided in the relevant service-specific Section of this Service Document (such Service Credits being a reasonable pre-estimate of loss and not a penalty). 10

11 11 In the event of a valid claim, a Service Credit calculated in accordance with this Service Description shall be applied to the customer s account to be offset against future invoices. Customers are not entitled to make a double claim under the Agreement. Service Credits shall be the customer s sole and exclusive remedy with respect to any failure to meet the Target Availability Service Level. Service Reviews Exponential-e and the Customer shall have regular quarterly meetings (whether by telephone, or face-to-face) to monitor and review the performance of the Agreement and to discuss any issues and feedback regarding the Services. This does not prevent either party requesting a review at any other time where there is a specific issue to be discussed. Trials and Evaluations A trial of the Exponential-e IaaS services is available to customers for the purpose of evaluation and can be arranged by contacting the account manager or member of sales. Trial periods are limited to 30 days and any data saved using the Service(s) during the trial period will be automatically deleted at the end of the trial period unless an order for full service is placed within the trial period. Any right or license provided to use the trial service shall be revoked at the end of the trial period. No Service Credits or Service Levels shall be applicable during the trial period. Should a customer place an order during the trial period, Exponential-e is able to on-board the data to the full service if required. Private Connectivity A private connectivity option must be selected if a non-internet based private connectivity is desired for use with the backup service, if this is not required all traffic will be passed over the internet encrypted via SSL. Professional Services Rates If required, bespoke on-boarding, off-boarding and data extraction services are charged at 850 per day. Project management, professional services and training services are also available for purchase at the rates prevailing at the time of purchase, which will be provided and discussed with the customer upon enquiry and contracted for on Exponential-e s standard terms of business. 11

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