Ixonos Cloud Solutions - A Review

Transcription

1 Capacity Services Ixonos Plc 2015

2 TABLE OF CONTENTS TABLE OF CONTENTS Service description Environment Security services Data Center facilities Service levels Standard Extended Premium Support services Service times Service desk Service breaks Service level metrics Alarms Reporting Service production Backup and restoration processes Service billing Starting and ending a service Ixonos Plc Page 2 of 11

3 1 SERVICE DESCRIPTION Ixonos Capacity Services have been designed to answer business-critical capacity requirements with emphasis on continuously changing resource needs. The service is unique, in that it provides the option to divide required resources between the cloud, and physical environments according to specific needs, while at the same time, maintaining the same level of security as more traditional in-house hosting solutions. The Service can be composed of both physical infrastructure, and virtualized solutions, but can also be partially or completely built on Ixonos Cloud solution. The Customer is also able to opt for a more versatile composition of network and security components. Ixonos Cloud solution has been designed to operate as a Customer s own private cloud. It's design focuses strongly on security aspects, while also providing for easy access to resources via the cloud UI, and to operability with a high degree of automation. 1.1 Environment To guarantee security, customer environments are always run in isolation using VLANtechnology (Virtual Local Area Network). In this way, the entire network area is contained for a customer s dedicated usage. A single customer has the possibility to have one or more VLANs in available for use at any time. Ixonos Plc Page 3 of 11

4 Access to Linux servers is controlled using SSH. With Ixonos Cloud solution, this procedure has been implemented with automation and full configurability. The Customer is able to decide if a dedicated user is granted root-level access or limited access. In Windows environments, the servers native user management system is utilized. Firewalls can be controlled by Ixonos Data Center staff or the Customer themselves, as with Ixonos Cloud solutions. Additionally, with higher service levels, the Customer has the opportunity to add a VPN or MPLS connection to their existing infrastructure. In addition to building a secure network between the Customer s own premises and Ixonos data center, VPN and MPLS connections may also be implemented to integrate existing data center with resources provided by Ixonos. With this provided technology, the customer is able to for example, conveniently extend and compliment their existing current data center capability with additional flexible virtual resources from Ixonos Cloud. This is possible even if an encrypted but publicly routed connection is not an acceptable solution. Ixonos Cloud also offers the possibility to create hybrid-environments, where physical machines are included within the same environment as virtual machines. If the physical infrastructure is already situated within the premises of the customer, the hybrid solution can be fully implemented using VPN or MPLS connections, leaving the physical machines completely under Customer control. Ixonos Cloud is built on Red Hat technology. Red Hat, is a leading provider of open source enterprise Linux based solutions. Ixonos close co-operation with Red Hat allows us to offer our Customers with high quality, secure and continuously improving cloud-based solutions. 1.2 Security services Ixonos offers highly effective protection against Denial of Service attacks (DDoS, DoS). This additional service identifies the attacks and deflects them, allowing the Customer s services to run safely during an attack. An IPS (Intrusion Prevention System) is used to identify and prevent malicious traffic. All traffic directed to the Customer s infrastructure is monitored, and in the case of a potential dangerous event; an application vulnerability exploit for example, a warning is given and the traffic is automatically denied. In any well managed systems environment, ongoing system and application security assessment is a critical element of assurance practice. Security vulnerability management must be monitored and assessed to ensure it incorporates up-to-date information about vulnerability threats. Routine scanning of program libraries for such vulnerabilities, in addition to penetration testing must remain a vital practice for all infrastructures. Ixonos Capacity Services offer constant vulnerability scanning and optional operating system (OS) hardening. Ixonos facilitates the customer in undertaking out vital and necessary Customer environment audits. Ixonos will identify the physical location of the Customer s data to the Customer if so requested. Ixonos Plc Page 4 of 11

5 1.3 Data Center facilities Hardware is located at a separate fire-proofed safe data center facility, with access monitoring and a comprehensive security system. All routes leading to and from the facility are equipped with CCTV video surveillance equipment. The fire protection system is connected to an automated fire warning system, as are the cooling and security systems. A continuous supply of electricity to the data center is secured by means of a UPS (Uninterrubtible Power Supply) complimented by a backup generator. The facility is compliant with Class 3 Facility requirements standard set by the Finnish government 1 applicable to security within technical data facilities. All Ixonos Data Center facilities are located in Finland. Audits can be arranged by a separate agreement. 2 SERVICE LEVELS Ixonos offers services in three different predefined service level categories. The categories define unified service levels and values according to how the service is delivered. These categories also define what operability and functionality is included in the service, and what type of devices and systems are available. The service levels are categorized as; Premium, Extended and Standard. The service level includes recommendations on the service times within which, the service can be consistently delivered. Availability must to be taken into account when making decisions on equipment and service time. Each service level contains its own definition for included actions, available service level metrics and service values. Available resources, maintenance and monitoring are also covered. The services included in each service level are listed below. A service level is always VLAN specific. The Customer can have many different virtual networks with varying SLAs. Services Standard Extended Premium Service availability 99% 99.95% 99.95% Self-provisioning UI for cloud infrastructure 24/7 24/7 24/7 Incident support, access x x x Phone support (Hot Line) 8/5 24/7 Ticketing system UI Dedicated Service Manager 8/5 Monthly reports DNS changes max 1 / month max 2 / month max 2 / month x x 1 facilities Steering Group of State Administration Security 1/2002, recommendations for ICT Ixonos Plc Page 5 of 11

6 Notifications on version updates x x x Version updates to servers on request x x Network security scan on request x x Monitoring services 24/7 24/7 Alarm response 8/5 24/7 Public IP address for each VLAN VLAN-to-VLAN link x x x VPN connection per VLAN 1 1 Physical machines x x DDos mitigation x x IPS protection x x Add-on Services Additional public IP addresses x x x Dev2Dev support x x x Additional VPN connections unlimited unlimited unlimited MPLS connection x 2.1 Standard The Customer can govern and scale cloud resources by themselves. This includes network connections and firewall configurations via the cloud UI. This level is suitable for development and production needs, where there is no need for additional monitoring and integration services. 2.2 Extended Servers are monitored continuously 24/7. Alarms are responded to on an 8/5 basis. Phone support is available to the Customer 8/5. Physical servers, VPN connections or security related hosting services can be added to any VLAN on this level. 2.3 Premium This level is suitable for running business critical services. It includes inter alia, a dedicated Service Manager, 24/7 support and additional advanced monitoring and integration services. Ixonos Plc Page 6 of 11

7 3 SUPPORT SERVICES 3.1 Service times Service is available within two service time categories: 8/5 or 24/7. Service time Description Service time Timezone category 8/5 5 days a week during regular office hours mon fri, 9am 5pm GMT +02:00 Helsinki 24/7 7 days a week, 24h a day mon sun, 24 hrs/day GMT +02:00 Helsinki 3.2 Service desk Ixonos offers a concentrated single point of contact; the Ixonos Service Desk, which is responsible for receiving, booking and responding to service requests, and if needed, forwarding requests to third party component representatives. A service request can be made via . Extended and Premium customers may also use phone support depending on their service level (8/5 or 24/7). Service Managers are available 8/5. Premium level customers benefit from a dedicated ticketing queue, which is provided via a browser based user interface with extensive on-demand reporting functionality. The Service Desk processes service requests and change requests in a priority-order. The Customer provides a service request with an initial priority level, which is then checked in conjunction with an Ixonos provided priority assessment. Issues are fixed according to rules that have been agreed upon with the customer (classification of critical issues and respective response times etc.). If there are multiple issues being resolved at the same time, a lesser priority issue will be fixed once a higher one has been resolved, and issues with the same priority are handled on a first come first serve basis (ITIL, event and problem management). Ixonos notifies the service request sender that it has received the request ( , phone) and when it has resolved the request. Incident Classification The classification of incidents is described below. Category Critical Description Service is not available or usage is severely limited. Requires immediate actions. Ixonos Plc Page 7 of 11

8 Major Minor The disruption has a significant effect on the usability or the administration of the service. Requires rapid actions. The disruption does not prevent using the service or it affects only rarely used parts, features or administration elements of the service. Requires actions. 4 SERVICE BREAKS A service break relates to a break in the device s or service s usability that is reserved for maintenance purposes in advance. The device or service may be available even during the service break, but this can not be guaranteed. Planned maintenance activities are concentrated into planned service breaks, and the number of planned service breaks is kept in minimum. The length of a service break, the time window, frequency, notification and total maximum downtimes are outlined below. Time 4 6am GMT +02:00 Helsinki Notification Written notification 2 weeks ahead Maximum total length of service breaks during maintenance < 2 hours Frequency No more than once a week on a Thursday morning 5 SERVICE LEVEL METRICS Service level metrics are provided through three metric classes; basic, support service and technical. Basic metrics are available on every service level, their threshold values can be edited. Usage of basic metrics is included in the service fee, but monitoring and reporting practices are specific to the service level. Support service metrics are used to measure support services, their threshold values can be edited. Support service metrics can not be selected in all service levels, by default they are available only to Premium level. Technical metrics are additional essential performance metrics, that are not service level related, but are used for more detailed evaluations of service quality, and requests for change. Technical metrics can not be selected in all service levels, by default they are available only to Extended and Premium levels. Metric type Standard Extended Premium Basic metrics Availability Availability Availability Ixonos Plc Page 8 of 11

9 Support service metrics Technical metrics N/A N/A Response time Start time Resolution time Resolution time for incidents Resolution time for service requests Resolution time for problems Number of reopened tickets Number of service requests Division of service requests Division of problems Number of open tickets and their status N/A Server, database or Server, database or application server application server alive alive Server available to Server available to external monitoring external monitoring Server disk usage Server CPU usage (> 90%) Server disk usage (> 90%) Server memory usage Number of unique visitors to service Number of visitors to service Service front page loads Service front page loading duration Service front page availability Number of registered users The definitions and default values of each service level metric are defined per service level in the document Capacity Services - Service Levels. 5.1 Alarms When a server or application reaches a certain threshold value, for example, disk space is filling up, the Ixonos monitoring system triggers an alarm. Extended and Premium level customers can opt to receive an or SMS about this event, so they can decide on the appropriate course of action. Ixonos is able respond to the alarm with the necessary actions during the service hours agreed on within the service level. The persons notified of the alarm must be defined in the service ramp up phase. Ixonos Plc Page 9 of 11

10 Premium Customers can may additionally agree on Ixonos own experts response to the service specific alarms. The actions to be performed in the response, are also agreed on beforehand between Ixonos and the Customer. 6 REPORTING Premium Customers receive a monthly report. The pricing can always be seen in the Ixonos Cloud UI what comes to cloud environments, no matter what is the service level. The monthly report contains as a minimum, the following items: SLA on a monthly level Summary of incidents and service requests Service breaks and their durations Premium level Customer's reports can also contain other agreed upon content and desired metrics, as depicted in Chapter 5. 7 SERVICE PRODUCTION A team of professionals comprising of an Account Manager, a (Customer specific) service manager, Hot Line support team, general system support team and a separate ramp up team are responsible for your service. The allocation of this team varies according to the service level. A service is delivered according to documented processes, and contain the handling of support events, problems, change requests, environment related continuity, configuration, availability management and security management. These processes are based on the best practices as defined by ITIL (Information Technology Infrastructure Library). If needed, the service can contain a separate ramp up project in which all the necessary maintenance and development processes, methods, work instructions and tools are defined. During the ramp up phase a service description is produced that describes the agreed services, processes, methods, work and reporting instruction and tools. 7.1 Backup and restoration processes Ixonos backs up all its data center servers to a backup-tape automatically. Backups and restores are undertaken regularly by the data center staff. Server data, content and configuration files are backed up at least with the following times: Ixonos Plc Page 10 of 11

11 Daily (stored for 4 weeks) incremental backup Weekly (stored outside data center facilities for 4 weeks) full backup One full backup per month (stored for 1 year) Server restoration can be requested from Ixonos support services. Cloud machines can be backed up and restored via the cloud UI. Regardless of the UI, the tape backups are also performed on cloud servers as described above. 7.2 Service billing Service usage is invoiced monthly. The monthly price contains all work listed in Chapter 2 as belonging to the service. Other work is invoiced per hour. The minimum billing amount is: Cloud servers 1 day Physical and VMware servers according to agreement, minimum contract duration 1 year 7.3 Starting and ending a service A service can be established or discontinued by contacting cloud@support.ixonos.com or via your own Service Manager. Cloud servers can be created and deleted anytime via the cloud UI, or on request to the service team. Minimum billing for such an infrastructure is 1 day. The installation and removal of devices is not charged. Physical servers may be ordered via Ixonos support services or from your own Service Manager. These will be included in a service agreement with a minimum duration of 1 year. For the ramp up of devices, a fee of 70% of their monthly price is charged. Ixonos Plc Page 11 of 11