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1 Service Description Enterprise Cloud Managed Edition Terremark's Enterprise Cloud Managed Edition is an on-demand infrastructure delivery platform that provides added value for our customers by delivering focused managed services. Overview... 3 Brief Description of Offering... 3 Use Cases/Business Challenges... 3 Availability for Sale... 4 Detailed Description/Components of Offering... 4 Product/Service Offering... 4 System/Resources Components... 5 Advanced Workflow and Automated Resources Engine... 5 Customer Management Portal... 6 Virtual Farms with intelligent Networking & Advanced Networking Capabilities... 7 Virtual Farm Service Options... 9 Terremark Managed Virtual Farms... 9 Servers on Demand Virtual Servers Physical Servers Physical Server Clustering Operating Systems... 13

2 Server Automation Reporting Management Incident Management Operating Systems and Applications Incident Management Support Additional/Optional Services Self Managed Virtual Farms Storage Services Backup Services Application Services Cloud Services Interconnect for Private IP Client Engineer Hours Change Management Verizon IP Network Related Services/Products Pricing Usage Based Pricing and Term Commitment Service Level Agreements

3 Overview Brief Description of Offering Terremark s Enterprise Cloud Managed Edition is an on-demand infrastructure delivery platform that allows customers to quickly turn up or turn down the server, storage, and network resources required to meet rapidly changing business needs. Uniquely in the cloud space, the Enterprise Cloud Managed Edition focuses on managed services in the cloud. The Enterprise Cloud Managed Edition is focused on providing value added managed services for our customers. These managed services include: On-demand infrastructure Standardized deployment and management of the operating systems for physical and virtual servers Fundamental monitoring for physical and virtual servers Diagnosis and resolution of infrastructure incidents Application of critical security patches and updates (Terremark click to provision operating systems) The Enterprise Cloud Managed Edition empowers our customers with enterprise grade infrastructure as a service. The infrastructure provides redundant firewalls and load balancers. Customers can dynamically deploy both physical and virtual servers as well as tiered disk storage and managed operating systems and applications. In addition to the core cloud platform itself, the Enterprise Cloud Managed Edition is tightly integrated with Verizon services including Verizon s Private WAN Services, the capability to integrate with the Verizon dedicated IP platform. Use Cases/Business Challenges The Enterprise Cloud Managed Edition addresses several common business challenges that customers face, including: Underutilized Resources that Drive Up Costs. Business applications often reside in organizational silos with dedicated servers and networks, each designed to support peak demand but are largely underutilized most of the time. This unnecessarily drives up the costs of hardware, software, maintenance, operations, electricity and data center space. Rapid Provisioning of Capacity on Demand. Companies are often faced with fluctuating capacity requirements as a result of both planned or unplanned events. Varying capacity requirements drive the need to provision additional resources quickly and on short notice. Below are few examples of situations that require rapid provisioning and additional capacity. Holiday Retail Seasonal Demand Enrollments End of Month/Quarter Events Auctions Marketing Promotions Sales Campaigns Development Projects Migrations Mergers & Aquisitions Maintain Service Levels and Control Costs. Companies are under constant pressure to maintain if not improve the availability, security and performance of their applications and IT infrastructure, yet to control costs in the face of global competition and market pressure. High availability, for example, is a common business requirement for many enterprises, but typically requires redundant, enterprise-class hardware which is expensive and difficult to manage. These competing priorities demand a new approach to IT management. Cost Management and Charge Back. IT departments are transitioning to an ITIL service based approach to meet the needs of their respective constituents. But this transition is hampered by commercial and technical limitations such as budget constraints, vendor 3

4 pricing models, and the lack of operational and business intelligence to enable appropriate service level management. Customers need solutions that avoid large capital outlays and empower IT departments to charge back to their business units and/or application owners for the IT resources they actually consume. License Management. IT departments have many software providers and managing licenses can prove to be a challenge. The Enterprise Cloud Managed Edition will provide all OS licensing and can provide and manage licensing for Microsoft and other vendors. Alternately, customers can provide their own application licensing assuming vendor terms allow. The Enterprise Cloud Managed Edition addresses these challenges by decoupling applications from dedicated hardware, creating a shared pool of computing resources that can be dynamically provisioned on demand, and applying utility pricing. Using our self service portal to provision and manage server, storage and network resources dynamically enables the customer to measure the speed of deployment in minutes and hours, not days and weeks. By providing shared computing resources with pay-as-you-go pricing, the Enterprise Cloud Managed Edition eliminates the need to provision infrastructure based on peak capacity projections or in a traditional redundant configuration. Availability for Sale Terremark Data Centers are world-class facilities that allow us to deliver management services that provide security, availability, and performance for our Enterprise Hosting customers. The Enterprise Cloud Managed Edition is delivered out of five cloud enabled Terremark data centers: Beltsville, Maryland, U.S.A. San Jose, California, U.S.A. Amsterdam, The Netherlands Hong Kong, China London, United Kingdom Detailed Description/Components of Offering Product/Service Offering The Enterprise Cloud Managed Edition provides customers with a unique enterprise ready cloud computing solution, differentiated with the following features and capabilities. Virtual and Physical Servers On Demand More Than Just Virtualization! Virtual. Ideal for Web and Application servers. A better value with reasonable performance and a smaller hardware footprint. Physical. Supports high I/O applications. Ideal for Database or servers. Virtual Farms with Secure Intelligent Networking Dynamically provision Virtual Farms, each with its own secure, multi-tiered, and unique network configuration to meet enterprise needs. Customize each farm network configuration to suit your needs by dynamically adjusting ports and rule sets. Embedded in the Verizon Network Leverage the Verizon Private IP network to securely deploy back office applications on the Enterprise Cloud Managed Edition. Advanced Networking Enable or disable Internet connectivity based on your needs. Dynamically provision public Virtual IP addresses 4

5 Dynamically provision Virtual Routers to enable VPN and Physical network port connections. Managed Verizon provided private IP addresses. Provide secure connectivity to other corporate networks. Utility Pricing & Reporting Based on Daily Usage Eliminate large capital outlays to launch applications, pay for what you actually use, and charge back to internal departments or application owners for resources consumed. Extensible to your existing IT Infrastructure Leverage the best of both worlds - low cost, fast, standardized infrastructure with a customized infrastructure outsourcing solution running a variety of platforms and services. Augment your on premise IT infrastructure during peak periods. Terremark Infrastructure and Cloud Services and Security Services Server based anti-virus for Microsoft Windows or Red Hat Enterprise Linux servers either physical or virtual. Layer comprehensive security management, application management, client engineering on top of our Enterprise Cloud Managed Edition. Knowledable and experienced professionals services experts can provide cloud strategy, migrations, virtualization and storage services. Terremark Developed Management Core Based on >15 years of IT outsourcing experience, Terremark has developed an enterprise class utility computing solution with a management portal that can provide sustainable benefits. The Core provides full automation and workflow for resource provisioning, automatic resource fail-over, and management of all network, server and storage elements Embedding our Enterprise Cloud Managed Edition into the Verizon global IP backbone provides customers with an on-demand platform for the delivery of your applications and the next generation of Terremark applications and security management solutions. By converging computing and the network, Terremark can manage the capacity, performance, and availability of infrastructure for the enterprises we serve. System/Resource Components Advanced Workflow and Automated Resource Engine At the heart of the Enterprise Cloud Managed Edition is the Advanced Workflow and Automated Resource Engine management core (the Core ). The Core is the proprietary Terremark developed software intelligence that leverages commodity infrastructure to deliver on demand infrastructure services. This resource engine is a Terremark developed application that provides the intelligence to manage end user requests. By functioning as a broker to multiple resource pools the Core coordinates all infrastructure provisioning and management activities. For instance, it orchestrates requests to dynamically add both virtual and physical servers, turn down servers, reconfigure networks, etc. Using the Enterprise Cloud Managed Edition web portal, users communicate through the Core to self provision network, server, and storage elements as well as gain visibility into usage. All configuration elements will be captured for daily billing purposes. 5

6 The Core provides automation and virtualization benefits to ALL elements managed within the utility computing infrastructure, regardless of whether or not customers are utilizing virtual or physical servers. Customers have the freedom to: Add Resources Dynamically (e.g. network, virtual servers, physical servers, storage) Reconfigure or Turn Down Resources (e.g. open or change ports) In addition to customer initiated requests, the Core provides continuous oversight of the utility computing infrastructure. The Core continually evaluates all managed objects and has the capability to: Move Server Images located within the Enterprise Cloud Managed Edition infrastructure (e.g. Virtual to Virtual, Physical to Physical). Implement Server Failover (e.g. move MAC addresses, network ports, HBA addresses, allowing reboot in minutes). Continually manage the inventory of available resources. Customer Management Portal The Enterprise Cloud Managed Edition Customer Management Portal is the central hub for all customer provisioning and management activities. The portal provides customers with an easy to use web-based interface with self-service and reporting functionality. The Enterprise Cloud Managed Edition Customer Management Portal allows customers to: Provision virtual farms Manage Internet connectivity and network components. Manage Internet load balancing and firewall ACLs. Provision physical servers, virtual servers, storage, backup and application support services. Decommission, modify and manage on-demand resources as needed. View detailed reporting on the resources deployed. Open and view service requests. Read comprehensive online help 6

7 Virtual Farms with Intelligent Networking & Advanced Networking Capabilities The Enterprise Cloud Managed Edition allows customers to dynamically provision one or more Virtual Farms, each with its own unique network configuration to meet enterprise needs. Virtual Farms provide customers with a secure and resilient network configuration to maintain availability, performance and security. Virtual Farms are the basic building blocks of any Enterprise Cloud Managed Edition solution. Once a Virtual Farm has been created, customers can deploy objects, such as virtual or physical servers, into each Virtual Farm. Virtual Farms can be created and labeled by the customer based unique naming requirements e.g. Web Farm 1, or, alternatively, based on unique application or business unit owners. Once a Virtual Farm provisioning request is submitted through the Customer Management Portal, the Core initiates the fully automated provisioning process. Software-based build objects are run to create all farm and network objects. Work that usually takes days to perform manually is performed in a matter of minutes or hours with our Enterprise Cloud Managed Edition. Each Virtual Farm includes the following features for the Enterprise Cloud Managed Edition customers: Virtual Firewalls. The Enterprise Cloud Managed Edition Virtual Firewalls use the default Terremark rule set to maintain security standards. Rule set modifications that do not violate Terremark security policies can be requested to suit individual business needs. Common changes such as opening or closing specific ports can be initiated from the management portal by way of a service request. Virtual Load Balancer. The Enterprise Cloud Managed Edition provides a virtual load balancer with each Virtual Farm. All inbound and outbound server traffic is managed via the Virtual Load Balancer. Customers may use the management portal to designate servers as residing within the DMZ network as eligible for load balancing. After the servers have been designated as eligible and have been successfully provisioned, the Customer may assign the servers to a Virtual IP (VIP) for loadbalancing and open ports and protocols through the Customer Management Portal. The Virtual Load Balancer also manages the SSL traffic which will terminate at the host. SSL certificates are available but must be purchased outside of the Enterprise Cloud Managed Edition Management Portal. Remote Access Host. The Enterprise Cloud Managed Edition supports multiple options for secure remote access to the underlying the Enterprise Cloud Managed Edition servers. Customers can access their Enterprise Cloud Managed Edition server resources to upload content by connecting to a dedicated secure bastion host. A bastion host is a special purpose virtual machine on the Enterprise Cloud Managed Edition network specifically designed to provide access to the Enterprise Cloud Managed Edition server resources. Multi-Tiered Network. Each Enterprise Cloud Managed Edition Virtual Farm provides a two-tiered network space providing up to 150 host IP addresses. Each Virtual Farm supports a trusted network that is accessible only to other servers within the Enterprise Cloud Managed Edition as well as a DMZ network that can be configured to communicate to the public internet. The Enterprise Cloud Managed Edition network is not open to the public Internet unless the customer explicitly enables Internet bandwidth and opens the appropriate ports. The Enterprise Cloud Managed Edition provides the following two networks in each Virtual Farm to meet unique application needs. DMZ Network (100 IPs) Trusted Network (50 IPs) vfarms exist on shared infrastructure and have the following limits: Firewall concurrent connections: There is a maximum of 4000 concurrent connections to any vfarm. NOTE: One needs to include all connection that may occur from the browser and between DMZ and Trust vlans e.g. a single web site user can consume more than one concurrent connection depending on customer s browser and application architecture. Memory: By default any vfarm is allocated a fixed % of the memory within the Loadbalancer and Firewall contexts. These limits do 7

8 not affect performance but do limit the amount of memory that is available containing Access Control lists (i.e. ACL s or firewall rulesets) and VIP data. The specific memory limits don t translate into specific customer limitation. For example some ACLs are simple, some complex. Some VIPs call on may IPs some fewer. It is not possible to say that a customer is limited to 100 ACLs per vfarm etc. Depending on customer s use, if they continue to add ACLs and VIPs eventually they will consume the allocation of FW/LB resources within the vfarm. ALL of the above can be mitigated for a cost. Customer can pay for increments of vfarm that will increase max concurrent connections and memory e.g. 2x or 5xs up to 10x. 10x is max without additional approvals. Increases to vfarm context are done via ticket. Network Connectivity. When Virtual Farms are created customers have options regarding network connectivity: Public IP. Public IP is the standard within the Enterprise Cloud Managed Edition. Customers can select to enable or disable Internet access with metered bandwidth through the the Enterprise Cloud Managed Edition user interface. Metered bandwidth is billed based on daily usage rated at the 95 th pecentile. The Enterprise Cloud Managed Edition can support throughput speeds up to 1Gbps. Advanced Networking. Advanced Network capabilities enable customers to access the Enterprise Cloud Managed Edition resources in a variety of ways depending on the unique needs of each customer. Virtual Routers. Virtual Routers are logical routing instances within the Enterprise Cloud Managed Edition that provide dedicated traffic management for Virtual Farms. Within the Enterprise Cloud Managed Edition network, Virtual Routers enable communication between multiple Virtual Farms. Virtual Routers also manage traffic from Virtual Farms through the Enterprise Cloud Managed Edition Shared VPN and Network Port connections enabling secure traffic to private network connections within the data center. Virtual Routers are configured from the Customer Management Portal. Shared VPN. Shared VPN is a logical VPN (Virtual Private Network) service which supports standard IPsec point-to-point VPN protocol. The Shared VPN provides an alternate form of remote access to the Enterprise Cloud Managed Edition resources for customers that desire centralized remote access to the Enterprise Cloud Managed Edition resources in multiple Virtual Farms without the need to access Remote Access Hosts within each Vritual Farm. Shared VPN services are provisioned by service request and configured by Terremark staff in conjunction with customer network experts. (The Shared VPN does not support mobile user or SSL based access.) Bandwidth charges apply. Network Port Connections. Network Port Connections are physical network ports within the Enterprise Cloud Managed Edition infrastructure that can be provisioned in conjuction with the Virtual Router and optionally with the Shared VPN to provide connectivity to non-enterprise Cloud Managed Edition network devices located within the same data center such as Private IP Routers and Firewalls located within the same facility as the Enterprise Cloud Managed Edition services. Network Port Connections are provisioned by service request and configured by Terremark staff. Private IP. Verizon is a leading provider of MPLS-based network connectivity. Private IP sevices are sold separately from the Enterprise Cloud Managed Edition. It can be tightly coupled with Private IP network solutions through the use of the Enterprise Cloud Managed Edition Advanced Network services enabling customers to deploy mission critical back-office applications on the Enterprise Cloud Managed Edition with the added benefit that all network traffic remains on a private network. PIP connectivity with the Enterprise Cloud Managed Edition is configured through a service request. The Enterprise Cloud Managed Edition is a fully automated and standardized environment that provides customers with a low cost, on demand infrastructure solution. While the Enterprise Cloud Managed Edition can meet most IT requirements, Terremark recognizes that customers have complex needs and may also require a customized dedicated hosting solution. For example, customers may require application isolation and support for other technology platforms. Layer 3 Network Routing. Providing the best of both worlds, we can provide connectivity to other hosted platforms through the use of Layer 3 Routing. Customer applications can be configured to leverage both dedicated infrastructure and the Enterprise Cloud Managed Edition infrastructure as long as the application supports layer 3 IP-based routing. For example, a back-end clustered 8

9 Oracle DFO/RAC solution running on Solaris can route traffic to application servers and web servers residing within the Enterprise Cloud Managed Edition. Terremark s use of Virtual Farms to deliver enterprise utility infrastructure services is a key differentiator and provides several benefits to our customers: Simplicity. Core network infrastructure such as Firewalls and Load Balancing are automatically bundled into each Virtual Farm. A multi-tiered network that is configured for load balancing, and protected by a firewall can be provisioned within minutes. Minimal networking experience is required! Flexibility. Provision multiple Virtual Farms and change ports or rulesets as needed. Choose the service level you need for each Virtual Farm and extend the Enterprise Cloud Managed Edition to a customized dedicated hosting solution or customer premise solution through Layer 3 routing. Security. Our security expertise is extended to the Enterprise Cloud Managed Edition, including firewall and load-balancer instances in a multi-tiered Virtual Farm network. Virtual Farm Service Options Customers can provision as many Virtual Farms as needed to meet their IT and business requirements. While the primary focus of Enterprise Cloud Managed Edition is to provide the customer a service level that eases the burden of many infrastructure and operational tasks, the customer can elect a lesser service level to manage these components themselves. This provides customers with flexibility to setup multiple Virtual Farms to meet varying business needs. For example, you can provision a fully-managed production Virtual Farm with load-balancing and metered Internet connectivity enabled, while a second Virtual Farm may be provisioned as a staging or development environment with no managed services or public access. The ability to select either Terremark Managed or Self-Managed is referred to as Virtual Farm Service Level selection and is done during the creation of a Virtual Farm. NOTE: As will be described further in this document, certain capabilities such as level of monitoring and Service Level Agreement are not available to customer Self-Managed Virtual Farms Terremark Managed Virtual Farms Terremark Managed Virtual Farms include all of the services and capabilities described below in addition to Incident Management to help maintain the availability of all objects running inside a given Virtual Farm. These managed services allow the inclusion of an availability SLA for the services provided within the farm. Incident Management Services provide initial configuration management, infrastructure and software event and problem management based on monitoring, 24x7 break/fix support, and patch-management for operating systems. Data Center & Network Management. Terremark will provide data center and network management services. These services will be available to provision and configure in the Customer Management Portal Configuration & Capacity Management. Terremark is responsible for all configuration and capacity management of the Enterprise Cloud Managed Edition infrastructure such that the underlying technical configuration details are transparent. Terremark will augment the Enterprise Cloud Managed Edition infrastructure as needed to support customer demand. From a customer perspective, all provisioned resources are captured and reported through the Customer Management Portal so the customer has a clear 9

10 understanding of each Virtual Farm and the resources provisioned therein. Supplier Management. We fully manage the procurement and acquisition of software licenses for Microsoft Windows and Red Hat Enterprise Linux operating systems. Terremark also fully manages the procurement, acquisition, and sparing of all hardware to keep the service available and scalable 24 x 7. Deployment & Release Management. The Enterprise Cloud Managed Edition provisions all operating system builds based on the most current security policies using pre-build components on a secured build network. This enables all operating systems to be installed with the latest operating systems security patches, and all applications and components to be installed in the correct order. In addition, this provides a hardened version of the operating system (e.g. disables risk prone services, locks down unnecessary ports). Security Management. Terremark utilizes vendor relations and monitors industry authorities for potential exploit schemes and new security alerts. Each Virtual Farm benefits from the follwing: Single sign-on Password delivery via secure RSA two factor lock box with SSL encrypted password transmission Audit trail for all change actions requested through the portal Application enable/disable at the load balancer Trusted and DMZ networks with firewall between Hardened OS images and private build network SSL certificates for encryption available via Sales Order Form (SOF) or customer furnished Bastion host provided for secure connection to customer provisioned farms Logical segregation of network and storage Optional server based anti-virus Servers on Demand Within each Virtual Farm, the Enterprise Cloud Managed Edition provides customers with the flexibility to select from multiple server classes and configure a variety of options to suit the unique needs of the enterprise. This provides customers with the unique advantage of being able to provision both virtual and physical servers on demand. Virtual servers provide a lower cost option, while dedicated physical servers provide for better performance for higher I/O applications. Once a server resource is configured and provisioned through the Customer Management Portal, it follows a strict and fully automated build process to ensure it is hardened and compliant with Terremark standards. Resources are provisioned quickly and efficiently. Terremark offers SLAs for provisioning of Virtual servers within 60 minutes and physical servers within 90 minutes (due to the hardened build process). See Service Level Agreements for details. 10

11 Virtual Servers Virtual Servers are available using select Microsoft Windows or Red Hat Linux operating systems. Virtual Servers provide a better value with reasonable performance and a smaller hardware footprint, and can be configured to suit CPU and memory needs. Virtual Servers are ideal for staging/development environments as well as production web and application server deployments. When designing a virtual server for initial deployment customers have the option to configure the following elements: In US and Hong Kong facilities vcpu - from 1 to 8 RAM from 1GB to 24GB In EMEA facilities: vcpu - from 1 to 4 RAM from 1GB to 4GB In all faciliities Boot volume size Tier 1, Fibre Channel Tier 2, SATA Additional Storage to 500GB per LUN Tier 1, Fibre Channel Tier 2, SATA Backup Services Load Balancing 11

12 Physical Servers Physical Servers are also available using select Microsoft Windows or Red Hat Linux operating systems. Classes will vary in Memory and CPU capability to allow customers to select the right server for the job (e.g. 2 CPU Core, 4 CPU Core). Physical Servers are ideal for mission critical as well as high I/O production applications, such as Database servers. Physical server inventory is frequently updated to keep pace with changes in the server market. When deploying physical servers, customers will have the choice to select from server configurations similar to the following server configurations: Quad Cores on single CPU (4 cores total), 12GB RAM Quad-Cores on dual CPUs (8 cores total), 24GB RAM Quad-Cores on dual CPUs (8 cores total), 48GB RAM Note: Certain physical servers may not be available in all Data Centers. Additionally, when designing physical server, customers have the option to configure the following elements: Boot volume size Tier 1, Fibre Channel Tier 2, SATA Additional Storage to 2TB per LUN Tier 1, Fibre Channel Tier 2, SATA Backup Services Load Balancing Physical Server Clustering Virtual Machines in a VMware environment will automatically be moved to another physical server in the event of a physical server failure. Customers that provision physical servers in their Virtual Farm have the ability to provision up to two physical servers in a clustered environment. With physical server clustering the customer can use the click to provision physical server clustering process and have either Windows 2008 or Red Hat 5 provisioned on each of the clustered physical servers. Physical server clustering creates a two node active/passive server configuration where a storage LUN is shared by both servers. Note that this capability is limited to the clustering of two physical servers. The servers must be identical and cannot be established from an existing configured server; the cluster must be built from newly provisioned servers. Physical server clusters can be configured with Tier 1 or Tier 2 storage for boot and/or clustered storage. Customers are not provided administrative access by default. While this can be granted by request, the Enterprise Cloud Managed Edition cluster availability SLA may be affected in a Terremark Managed Farm. Please contact your Sales representative. Upon completion of the installation and provisioning of the physical servers and operating system in a clustered configuration, applications such as Microsoft SQL Server or MySQL can be installed on each node via click to provision. This process will create a shared database. Depending on the operating system it may be possible, once provisioned; to have the cluster converted to active/active via a ticket. Please work with your Sales representative for price estimates for this and other services. 12

13 Operating Systems Customers can select the following Operating Systems for their Virtual or Physical Servers: Microsoft Windows Server 2008 (x64), Standard or Enterprise Windows Server 2008 R2 (x64), Standard or Enterprise Red Hat Red Hat 5 Enterprise Linux Server (x64) Red Hat 6 Enterprise Linux Server (x64) Server Automation Through the management capabilities of the Core, the Enterprise Cloud Managed Edition can provide a number of key features related to how you provision and manage the Enterprise Cloud Managed Edition servers. Physical Server Automation The Enterprise Cloud Managed Edition Core has built in intelligence that enables a physical server to be re-deployed quickly in the event of a problem. When server re-deployment is initiated from the Core the server image, including all appropriate server configuration details, is moved to a new the Enterprise Cloud Managed Edition server resource. Unique characteristics such as the following are maintained during the re-deployment: Move MAC Address Move Network Ports Move HBA Address The only downtime a customer experiences is the time required to reboot the server, which can be as quick as a matter of minutes. As a result, every the Enterprise Cloud Managed Edition server is by definition a highly available server resource but without the cost of redundant, passive servers that are typical of traditional dedicated hosting solutions. This alone can help customers control costs by eliminating the need for redundant infrastructure, yet still maintain service levels. Virtual Server Automation The Enterprise Cloud Managed Edition Core manages Virtual Server availability in conjunction with VMware Virtual Center. Initial provisioning for all Virtual Servers is managed by the Core. The Core will deploy Virtual servers to the least utilized portion of the Virtualized the Enterprise Cloud Managed Edition infrastructure. Once Virtual Servers are deployed the Core leverages key components including VMware HA, DRS, and vmotion to maintain Virtual Server availability and performance. Virtual Server Cloning The Enterprise Cloud Managed Edition provides the ability to quickly provision a standard Terremark provided operating system. Within a single vfarm, as customer administrators customize Virtual Server configurations to suit unique business needs, the Enterprise Cloud Managed Edition provides the ability to generate a Reference Server from which additional pre-configured Server Clones can be rapidly created. Reference Servers are single drive virtual server images that will retain key server properties for rapid re-deployment of the customized image. Reference Servers are not actively running servers and are billed based on the consumption of storage resources that 13

14 are required to support the Reference Server image on disk. Today it is not possible to re-deploy and reference server to another vfarm or facility. Reporting The Enterprise Cloud Managed Edition empowers customers with a wealth of business and operational intelligence to better manage and plan your business. Leveraging the Customer Management Portal customers have access to the following information: Ticketing Submit and view status of tickets. Resource Reporting View all consumed resources for last 13 months View consumed resources by Virtual Farm or by resource type Logging View all actions taken by users of the Enterprise Cloud Managed Edition Management Portal Server Performance Statistics in Terremark Managed Farms View and trend key performance statistics for all virtual and physical servers, such as CPU and Memory Utilization Management Incident Management The goal of the Incident Management function is to keep your environment up and running, and to limit disruption by restoring service operation to agreed levels as quickly as possible when problems occur. Initial Configuration. All servers are built with the Terremark proprietary standard build, offering a high level of performance and security on the web and including the latest security techniques and patches. Terremark makes necessary parameter adjustments to help improve operation and security. Configuration setup includes initial instance creation and establishing the initial user environment and parameters as well as establishing connectivity with web or database servers, enabling administration capabilities, and configuring startup parameters. Event Management. Event Management is the ability to detect events, make sense of them, and determine the appropriate action. Terremark provides network and server monitoring to help maintain a high level of availability of your infrastructure. We use an integrated suite of tools to monitor several critical site elements, including CPU utilization, disk space and port availability. We implement the monitoring tools into your Terremark Managed Virtual Farm environment and support them with proven response and escalation procedures. If a problem occurs, Terremark service teams diagnose, escalate, and if within our control resolve the issue. The Remote Operations Center (ROC) is staffed 24x7 with trained technicians who proactively monitor your site. Hardware Event Monitoring. Terremark provides hardware monitoring for the Enterprise Cloud Managed Edition servers. This monitoring provides us with information on failures within the servers themselves. If a failure occurs, an alert informs our Technical Support who then dispatches a service request to the appropriate operations group. Software Event Management. We monitor all critical operating system and supported application components for the Enterprise Cloud Managed Edition virtual and physical servers. Operating Systems Monitoring. We constantly monitor all critical components for the Enterprise Cloud Managed Edition virtual and physical servers including the following: CPU Utilization Disk Space Utilization Memory Utilization Primary IP Address Ping Problem Management. The goal of Problem Management is to stabilize Services through reducing the impact of incidents, removal 14

15 of root causes of incidents, and decreasing the likelihood of future incidents and problems. Although, content debugging and development services are not default services, Terremark does maintain a deep expertise in system configuration troubleshooting and problem management. Based on incident details and configuration details, we determine the root cause of all incidents and perform the following tasks for Terremark-owned incidents: Problem Diagnosis. Windows and Red Hat software experts from Terremark will perform troubleshooting on the operating system and Terremark provided applications. Our professionals will quickly diagnose the root cause of issues within your configuration. Our system administrators have deep expertise in distinguishing system configuration issues from content issues. Problem Resolution. Terremark will resolve all system administration issues related to installation, operating system patch deployment, or upgrade of Terremark supported operating systems and applications. We do not specialize in content debugging or customer-provided software configurations. If necessary, additional resources can be engaged to help resolve customercontent and customer-software related issues on a time and expense basis based on Change Management logic. Patch Management. In order to maintain a secure Enterprise Cloud Managed Edition environment, Terremark will provide security patch management around all managed OS in a Terremark Managed Virtual Farm. Patch management is a critical process because of the increasing number of worms and malicious code targeting known vulnerabilities of un-patched systems that can result in downtime and increased expense. Terremark utilizes vendor relations and monitors industry authorities for potential exploit schemes and new security alerts. Patch evaluation, deployment, and notification constitute our patch management process. This process has been engineered to bring systems to current patch levels while at the same time reducing errors and limiting service disruption, and is fully integrated into our process. Patch management is only available with Terremark Managed Virtual Farms. Operating Systems and Applications Incident Management For Terremark Managed Virtual Farms, Terremark can also provide Incident Management for selected operating systems and applications. Select operating systems and click to provision applications will have monitors automatically installed. Monitoring is established based on Terremark standards. In a Terremark Managed Farm, automation may be invoked to resolve alerts. Depending on the process, resolution may include attempts to restart a service before contacting the customer. Generally the automation will recheck to see if the issue (e.g. CPU over threshold) still exists and notify the customer. All monitoring metrics are collected for customer and engineering trending and troubleshooting. These details are available for customer review in the Enterprise Cloud Managed Edition Management Portal. Terremark can provide Incident Management for the following offered OS and applications within the Enterprise Cloud Managed Edition. Not all application installations are automated and customers may be asked to pay Change Management hours for initial installation OS/APPLICATIONS Incident Management Support for Application Tiers Change Management Hours for installation Windows Operating System A 0 Y Windows 2008 Cluster (physical server only) See Physical Server Clustering 0 Y Red Hat Linux A 0 Y Red Hat Linux Cluster (physical server only) See Physical Server Clustering 0 Y Apache Web Server A 0 Y Microsoft IIS Web Server A 0 Y MySQL Server D 0 Y Click to Provision 15

16 Microsoft SQL Server D 0 Y Oracle Database Server D 3.5 N Microsoft Active Directory C 4 N Server Anti-Virus n/a 0 Y Japanese and/or Korean Language pack for Windows n/a 0 Y Support Technical Support Help Desk. Our Technical Support Center is available 24x7, 365 days a year. The Support Center is your first line of support for all problems or functional questions related to the Customer Management Portal. The Technical Support Staff is available to answer your performance, administration, or remote access questions. Once a service request has been logged, customers can access the customer portal and view status and notes from the ticket. Additional/Optional Services Self Managed Virtual Farms Our optional Self Managed Virtual Farms provide customers with a low-cost infrastructure solution to run their business applications, but management of the environment is largely left to the customer. In many respects, a Self Managed Virtual Farm is an alternative to colocation services, except that Terremark will not only provide network and data center management services, but will also provide a level of hardware and security management to deliver and maintain the availability of the virtual computing resources used by the customer. The section below summarizes services in an optional Self Managed Virtual Farm. NOTE: Certain capabilities such as level of monitoring and Service Level Agreement are not available to customer Self-Managed Virtual Farms Data Center & Network Management. For Self Managed Virtual Farms, Terremark will provide data center and network management services. These services will be available to provision and configure in the Customer Management Portal. Configuration & Capacity Management. Terremark is responsible for all configuration and capacity management of the Enterprise Cloud: Managed Edition infrastructure such that the underlying technical configuration details are transparent. Deployment & Release Management. For Self Managed Virtual Farms, Terremark will provide an automated and hardened operating system (OS) build on a virtual or physical server for customer use. In a Self Managed Farm, Terremark will not provide any break/fix incident management for the operating system build except on a time and expense (T&E) basis. Security Management. Terremark utilizes vendor relations and monitors industry authorities for potential exploit schemes and new security alerts. Each Virtual Farm benefits from the following: Single sign-on Password delivery via secure RSA two factor lock box with SSL encrypted password transmission Audit trail for all change actions requested through the portal Application enable/disable at the load balancer Trusted and DMZ networks with firewall between Hardened OS images and private build network SSL certificates for encryption available via Sales Order Form (SOF) or customer furnished 16

17 Bastion host provided for secure connection to customer provisioned farms Network intrusion detection Logical segregation of network and storage Optional server based anti-virus Technical Support Help Desk. Our Technical Support Center is available 24x7, 365 days a year. The Support Center is your first line of support for all problems or functional questions related to the Customer Management Portal. The Technical Support Staff is available to answer your performance, administration, or remote access questions. Once a service request has been logged, customers can access the customer portal and view status and notes from the ticket. Storage Services All servers within the Enterprise Cloud Managed Edition infrastructure are diskless and boot directly from the Storage Area Network (SAN). Customers have the option to add additional storage resources beyond the required boot volume that is provisioned as part of the virtual and physical server configurations described above. This provides customers access to a high performance, Fibre-based SAN solution with the following key features: World-Class Storage Array Technology High Availability Architecture Fibre Channel or SATA disk for all roles (boot, additional storage and NAS) Multi-Gigabyte/second Fibre Channel Network Allocation Monitoring & Reporting Pay per GB of allocated storage Customers can also easily configure a storage solution allowing CIFS/NFS NAS for sharing between servers. Disks can be mounted or mapped between front end servers or back end server and even between a customer s farms. Backup Services Customers have the option to add the Enterprise Cloud Managed Edition backup and restore services to protect their data. The backup service provides the following key features: Weekly Full and Daily Incremental Backups Full Backups: On site for 14 days, off site for 76 days Incremental: On site for 30 days Pay per GB of data backed up to tape each day Data Restoration Services (T&M fees apply) The Enterprise Cloud Managed Edition backup service is primarily intended to protect and restore customer data and is not needed to rapidly provision a new server image. In the event a server needs to be rebuilt, a new virtual or physical server image is created through the Enterprise Cloud Managed Edition Management Portal. Terremark can then restore customer data files to the re-provisioned server. All customers should consult with their internal teams regarding backup requirements. Application Services From the Enterprise Cloud Managed Edition Management Portal customers are empowered to provision a defined set of applications directly onto the Enterprise Cloud Managed Edition servers. Customers may provision applications onto the Enterprise Cloud Managed 17

18 Edition servers located in Terremark Managed or Self Managed Virtual Farms. All Terremark Supported applications that are provisioned onto servers which reside in a Terremark Managed Farm will be managed to the Terremark standard for Incident and Infrastructure management. Terremark provided applications in a Terremark Management Farm receive Incident Management. In a Terremark Managed Farm all offered software is assigned and billed based on Application Support Tiers which are priced per instance per day. Specific pricing for each tier is available from your Sales representative. Currently, the following applications are available for provisioning: Web Servers Microsoft IIS Web Server Apache Web Server Application Servers Microsoft Active Directory* Database Servers Microsoft SQL Server MySQL (open source) Oracle* *Require a request and a manual installation which will include Change Management charges. The managed services that Terremark provides for applications listed above are the same managed services described above under Section 5 and include: Deployment and release management of the software package Service desk for Tier 1 support For Terremark Managed Virtual Farms, customers receive the above features plus: Initial configuration management of all Terremark installed software Security patch management for operating systems Event management and monitoring for application availability Incident management for break/fix support through a 24x7 multi-tiered support organization Problem management for the root-cause analysis of chronic, re-occurring system issues Terremark continues to qualify new applications for the Enterprise Cloud Managed Edition so check with your account manager for the latest list of supported applications that can be provisioned dynamically or requested through the Customer Management Portal. In addition, we are able to support other application platforms in the Enterprise Cloud Managed Edition environment and provide full application management. Cloud Services Interconnect for Private IP The Enterprise Cloud Managed Edition can be integrated with an existing Verizon Private IP Network through the Cloud Services Interconnect for Private IP ( CSI for PIP ) option. Upon request for CSI for PIP, Terremark can map a connection between the customer s 18

19 specified Virtual Farm and the customer s Verizon Private IP Network across a Verizon-provided shared intra-datacenter network and service gateway router. As a result, you will benefit with an interconnect that is logically separated from other customer s traffic. Additionally, you can opt for a redundant path that utilizes an additional separate service gateway router. Change Management Customers of any Virtual Farm Service Level type may require services outside those provided by default and described above. Change management requests might include application and content support. Requests for such services are charged based on Time and Expenses with the maximum hours agreed prior to the work commencing. Verizon IP Network Verizon has one of the most reliable and secure networks in the world. The global, IP-based network is the foundation for your global business performance and makes it possible to connect, communicate, and collaborate in a competitive world. The network is one of the largest wholly owned, facilities-based networks in the world. With one of the world's most connected public Internet backbone networks, we support tens of thousands of businesses and government agencies around the globe, including 99 percent of the Fortune 500 for more details see Moreover, the Enterprise Cloud Managed Edition customers have the flexibility to leverage the Verizon Private IP (MPLS) network for secure communication with mission critical and back office systems. Related Services/Products The Enterprise Cloud Managed Edition provides a low cost infrastructure delivery platform for Terremark value-add managed services, including comprehensive security and application management. Below are examples of the types of additional value-add services that Terremark can deliver in conjunction with the Enterprise Cloud Managed Edition: Customized Dedicated Hosting Services Change/Application Management Services Technical Account Management Application Acceleration Services Network Management Services Security Services Professional Services (including Virtualization Assessment Services) Contact your account manager to obtain more details. Pricing Usage Based Pricing and Term Commitment The Enterprise Cloud Managed Edition provides simple and transparent usage-based pricing, allowing customers to pay for what they use when they use it, and better align IT costs to corporate revenue streams. Charges are based on daily usage of all the Enterprise Cloud Managed Edition resources, billed in arrears at the end of each month. A one year minimum term commitment is required. 19

20 Customer pricing includes: Daily usage rates for each resource (Servers, Software, Storage, Bandwidth, Virtual Farm) using easily understood metrics (for example, per Device/day, per license/day, per CPU/day, and per GB/day). Monthly commitment level charges apply. Backups are billed based on total GB written to tape w/daily incrementals and weekly fulls. Internet bandwidth is measure based on the 95 percentile each day for each vfarm and each shared VPN. The sum of these values become the daily usage. Usage reporting in the Customer Management Portal Discount pricing options for volume commitment Installation and other fees and charges may apply, based on each customer's unique solution. Service Level Agreements The Enterprise Cloud Managed Edition provides Service Level Agreements (SLAs) and reporting to provide customers with peace-ofmind. The following SLAs are available to customers regardless of the Virtual Farm Service Level management option of their Virtual Farms: Commitment Levels of Service. Customer may select from several available Commitment Levels of Service (or Tiers) and Commitment Terms as specified on an Order Form(s). Please Note: The use of average Daily Charges in the Enterprise Cloud Managed Edition Service Level Agreement will mean the total of all Daily Charges of a particular Service Month divided by 30 Service Level Description SLA Credit 20

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