Cloud Brokerage. G-Cloud Service. Arcus Global

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1 Cloud Brokerage G-Cloud Service 1

2 An overview of the G-Cloud Service Information assurance Backup/restore and disaster recovery On-boarding and Off-boarding processes/scope etc. Pricing Service management details Service constraints Service Levels Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) Data restoration / service migration Consumer responsibilities Technical requirements Details of any trial service available 2

3 1. An overview of the G-Cloud Service Arcus Global offers a unique Cloud Brokerage service to the UK Public Sector. We partner with most of the market-leading Cloud providers across IaaS, PaaS, SaaS, StaaS (Storage as a Service) and DaaS (Desktop as a Service). While we resell all of these services through a variety of mechanisms, we also offer a complete brokerage service to our public sector clients. Our Cloud Brokerage service bridges the gap for organisations who have decided to integrate public and private cloud solutions into their strategy, but have not yet settled on the choice of providers, standards or technologies. Arcus can recommend the right IaaS, PaaS or SaaS provider(s) for each service within your organisation. We can do so whether they are part of the G-Cloud framework or not. Many of the best or niche providers may not be part of any Framework in the UK, and are unlikely to respond to tenders. We can introduce them to you, and then resell their services through the Cloud Brokerage service. We then support your architect(s) to ensure integration into your environment, provide support for design and custom development of the service (if applicable) and give you a full plan for migration. An overview of the Cloud Brokerage G-Cloud Service We use a proven Arcus Cloud implementation framework, to match your requirements with the right provider. The framework allows us to not only suggest the best provider for each service, but to recommend an appropriate pricing scheme, identify key risks and benefits of each solution and provide a fully modelled business case. 3

4 There are two other features that make our Cloud Brokerage Service unique: 1) Our unique partnerships with many vendors give us access to their roadmaps, plans and, if necessary, technical teams. As a result, we collect and generate many unique insights into implementing, deploying and running multiple cloud solutions. Our expertise is especially strong around integration and migration challenges. We also understand pricing schemes of each provider, as well as their long terms consequences. We constantly add new partnerships and relationships to our portfolio, drawn from innovative and talented technology businesses working in the UK, EU and US. 2) We have a wider experience of Cloud in the UK public sector than any other company. We started our first public cloud implementation in the UK in early 2009, and have continued to perform these services across a large number of public sector organisations, from NHS trusts to large County Councils. Our IP is unique in the marketplace and is based on a vast actual deployment experience. About Arcus Global Arcus is a cloud software development, consulting and services company. We create, develop and deploy solutions aimed at the public sector based on the latest innovative cloud services. Our products allow organisations, ranging from NHS primary care trusts to local government, to manage their Information Technology easily and cheaply. The core of our ethos is to use modern technology to power social change. We enable our 4

5 clients to use utility and cloud computing to become self sufficient and focus on service delivery. Arcus has a wide portfolio of UK public sector and local government products and services. We are working with approximately twenty local authorities, and several NHS trusts, regional/strategic health authorities and education institutions to advise on, develop and deploy cloud software and services into the UK public sector. We are running a number of cutting-edge, innovative projects in local government ranging in size from a 2 week application pilot, to a 4 year infrastructure delivery programme for one of the largest county councils in the UK. We often partner with other entrepreneurial and best of breed companies for our work Arcus focuses on delivering technology, and offers unrivalled expertise in cloud and infrastructure-free solutions, working with other great companies to deliver complex projects. Arcus approach is based on the re-use of developments across applications, pragmatic and clear plan, which results in higher functionality. 2. Information assurance Arcus is ISO27001 certified. Where necessary we can involve CLAS consultants through our consultancy partners to validate the design or execution of deliverables from specialist cloud services for adherence to the relevant Impact Level. 3. Backup/restore and disaster recovery Our consultancy working practices ensure there is resilience in the teams that we put forward to work on specific engagements and we deliberately work to multi-skill our staff to ensure that replacement resources can step in if ever required. 4. On-boarding and Off-boarding processes/scope etc. Central to our consulting engagement model is ensuring that the requirements, 5

6 objectives and scope of an engagement are mutually understood and documented at the start of any project. At the conclusion of engagements we ensure a proper handover of project materials and transfer of knowledge to in-house teams. 5. Pricing The per-day pricing rates for this and other services we offer are published on our SFIA rate card available here. For resale and integration of non-framework solutions, we charge a typical mark-up of 5%, which can vary depending on the work that we do. We can also create a support package for the solution, which may include other value added services that will have to be quoted separately. 6. Service management details Arcus standard engagement governance approach is to appoint a Project Director and Project Manager. The Project Director has overall responsibility for the delivery of the project in a timely manner and in accordance with the project contract. The Project Director will be the point of escalation should the Project Manager not be able to satisfactorily resolve an issue. The Project Manager is responsible for the day-to-day management of the project, ensuring good project discipline and delivery against requirements from the technology solution and its implementation. The Project Manager will ensure regular communication between all members of the project team and deliver weekly flash reports to the client nominated contact(s). 7. Service constraints 6

7 8. Service Levels 9. Financial recompense model for not meeting service levels Arcus normally operates a money back guarantee, where we put a percentage share of the fees at risk, should delivery fail to meet expectations. The specifics of this guarantee are decided upon final negotiations between the parties. The key dependency is the level of technical or organisational uncertainty on the side of the Client. 10. Training 11. Ordering and invoicing process Ordering The ordering process is done according to the terms agreed at the time of acceptance. Typically the process constitutes client accepting a written proposal for the work, which will state deliverables, costs and timescales. Invoicing Arcus payment terms are 15 calendar days from the date of invoice. Invoicing will be in arrears (after the work has been completed and approved by the client) for all Lot 4 Services. The Client will be responsible for settling the invoice within the payment terms without any deductions. If applicable, Service credits or Fees at Risk can be deducted from the following invoice, or credited at a later date. 7

8 12. Termination terms All Arcus Services are subject to simple and unambiguous termination terms: By consumers (i.e. consumption) Time and Materials based Termination terms will vary depending on the service offered, and will be agreed at the time of service commencement. Our termination notice for consulting, development and deployment activities is 2 calendar weeks (Termination Period). Any actual days worked, (according to timesheets) up to the end of the Termination Period will become immediately payable by the client. Any finalisation of deliverables will need to be performed at that time. Fixed Price Projects For fixed price/fixed scope projects under Lot 4 services, the client will be liable for the full cost of the fixed price projects if it is terminated early. Arcus will be prepared to examine whether / how clients costs can be minimized if larger / longer term projects are terminated early. Cloud Brokerage / Resale of Products Where Arcus is reselling 3rd party services to the client as part of any Lot 4 Service, clients will comply with standard termination services offered by 3rd party suppliers. These will be clearly communicated prior to service commencement. Should early termination by Client (Consumer) attract contract penalties from any 3rd party, Arcus will pass these penalties to the Client (Consumer). Any such penalties will be payable with accordance to any terms expressed by the 3rd party. By the Supplier (removal of the G-Cloud Service) The G-Cloud termination terms are agreed within the framework agreement. In general, all services purchased under this framework can continue to be supplied to consumers should the framework be withdrawn by the Supplier. 13. Data restoration / service migration 8

9 14. Consumer responsibilities When preparing project management materials for Specialist Cloud Service engagements, Arcus will make clear the contribution required from the client typically documentation provision, taking part in interviews and workshops and reviewing outputs with knowledge transfer activity where appropriate. 15. Technical requirements 16. Details of any trial service available 9

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