G-Cloud iv brightsolid Hosting and Management Services. Service Definition Document

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1 G-Cloud iv brightsolid Service Definition Document Sept 2013

2 Contents 1 Introduction An overview of the G-Cloud Service Information assurance Backup and Disaster Recovery Monitoring Management Firewalls Internet Bandwidth On-boarding and Off-boarding processes Service Constraints Service Levels Ordering and invoicing process Location Trial Service Support Boundaries Expected Performance Pricing... 5

3 brightsolid G-Cloud Service Definition Page 3 1 Introduction brightsolid online technology specialises in the delivery of business critical applications via dedicated managed environments. Our Tier 3+ Data Centres in Dundee and Edinburgh are used by some of the UK s leading organisations, including FTSE100 companies and major government departments. We have experience in delivering highly secure managed environments, including IL4 and PCI DSS certified secure environments. 2 An overview of the G-Cloud Service Uptime Institute Level: Tier 3+ (with upgrade potential to Tier 4) Standard Service Features State of the art design and construction in partnership with IBM Multi Zone VESDa fire detection system Multi Zone Novec1230 Fire Suppression System Dual Redundant Generators Dual Independent 11kV Transformers Multi Zone Leak Detection System Dual skinned 1 hour rated fire panels Diverse Power and Communications Infrastructure 3000kW of N+1 DX Cooling 24/7 On site security Secure access control with CCTV Accreditations to level ISO27001 and Business Continuity Standard BS25999 Location ensures the lowest possible environmental impact Experienced team of experts Power Capacity / Rack Current: Avg. 5kW Further Options N3 connectivity Replication to second data centre Security certification up to IL4 IT equipment monitoring and management Managed backup rotation Managed firewalls (dedicated or shared) Resilient internet bandwidth Dedicated comms links 3 Information assurance Our current security features and processes meet all the requirements of IL3 and have been formally certified with BS25999, ISO27001, ISO14001 and ISO9001 certifications. Dedicated environments can be designed and certified to meet further security requirements such as IL4 or PCI DSS. 4 Backup and Disaster Recovery As an optional managed service, backups can be taken locally to disk or can also be backed off to tape, and stored in our offsite storage facility provided by Iron Mountain. Tapes can also be duplicated and provided for clients to store on their own premises if required.

4 brightsolid G-Cloud Service Definition Page 4 5 Monitoring 6 Management 7 Firewalls As an optional managed service, we can undertake extensive monitoring and reporting services using a range of industry standard tools. These tools can be configured to monitor and report to customer specific requirements. As an optional managed service, we can undertake management of the devices collocated in the data centre racks. This is a 24/7 service and will include an uptime SLA dependant on the resilience inherent in the systems design. brightsolid can also offer consultancy to assist in the design and commissioning of such systems. As an optional managed service, we can provision 24/7 managed firewalls to suit customer requirements. These may vary in design and may be shared or dedicated firewalls, dependent on the requirement. 8 Internet Bandwidth As an optional managed service, we can provision internet bandwidth via our resilient, multi-telco national network. 9 On-boarding and Off-boarding processes The service can typically be live within 7 days of contracting once requirements are confirmed. brightsolid are happy to assist with any on-boarding requirements. In the event of a requirement to leave the brightsolid service in the future we commit to a full handover and support in migration to the new environment. There may be an additional charge for this service which will depend upon the effort required. 10 Service Constraints Any maintenance will be carried out a time agreed with the customer. 11 Service Levels brightsolid commit to delivering a 99.99% available power and cooling service with 24/7 support as required. Details of specific service credit agreements, in the event agreed levels are not met, are dependent on the size of the environment and are therefore contract specific. 12 Ordering and invoicing process brightsolid requests written notification to proceed with a contract. Invoicing is either by a preagreed invoice profile. Payment is 30 days from date of invoice.

5 brightsolid G-Cloud Service Definition Page 5 13 Location 14 Trial Service Our primary data centre is located in Dundee, while our disaster recovery facility is located in Edinburgh. It is difficult to trial the Data Centre facilities due to the work involved in migrating to the Data Centre. However a tour of the facilities and contact with existing customers can certainly be arranged. We are, of course, happy to engage with customers to discuss scope and project detail before commencing a contract. This will typically include meeting and working with the consultant who will be delivering the final project. 15 Support Boundaries brightsolid have a 24/7 UK-based support service. 16 Expected Performance brightsolid are committed to 99.99% uptime performance on our data centre and internet bandwidth facilities. An appropriate SLA will be issued relating to managed equipment depending on the resilience of the client infrastructure. 17 Pricing We are happy to tailor environments to meet the exact requirements of the customer. Co-location costs Service Setup Price per rack one-off Price per rack per annum Co-location (16A rack) 1,000 8,000 0 Co-location Power bundle (16A rack) 1,000 10, Co-location (32A rack) 1,000 12,000 0 Co-location Power bundle (32A rack) 1,000 15, Power included (kwh/month) Managed service costs Service Monitoring & Support 8,000 Security Services 2,000 Managed Backup & Restore 1,500 Healthcheck service 1,000 Fully Managed Hosting (bundle of all additional services above) Price per quarter rack per annum (additional to applicable co-lo rate) 10,500

6 brightsolid G-Cloud Service Definition Page 6 Internet bandwidth costs Service (Mbps) Price per year (co-location) Price per year (managed service racks) Burst usage (per Mb/s per hr) Our 16A full rack pricing includes power draw of 2.2 kw per month, equivalent to 1,584 kwh per month per kwh

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