1 Capito G- Cloud 6 REFERENCE NUMBER RM1557vi Service Definition Document SECURE HOSTED BACKUP SERVICE 2015 December 2015
2 1. INTRODUCTION This document forms part of Capito s formal response to the Crown Commercial Service s Invitation to Tender for G-Cloud 6. It describes the services being offered by Capito for inclusion in the G-Cloud Framework. 2. CLOUD BACKUP Secure enterprise class offsite backup for critical data, Capito Cloud Storage delivers next generation intelligent data backup and recovery to protect business critical data in one simple unified solution. IT environments are increasing in complexity, with growing physical and virtual infrastructures combined with an increasing number of applications that are critical to the functioning of an organisation. IT managers are under pressure to enhance their data protection strategies. As organisations battle to protect ever increasing data environments in ever decreasing backup windows, Cloud Backup from Capito allows customers to intelligently meet business objectives by backup up critical data and retaining it in a secure N+N infrastructure. Cloud Backup helps achieve backup and recovery goals in a simple to deploy, enterprise-class, intelligent managed service. Traditional backup involves deploying multiple agents and storage targets within the end user premises. Historically, organisations deploy flat backup to both physical and virtual servers as well as desktop devices, storing multiple copies of the target data on the backup platform. The backup window can be restricted by the volume of data to be processed and this often requires difficult choices to be made. The situation can be made even more complex when organisations have remote offices of remote users requiring their critical systems to be backed up or if data retention requirements mean historic data has to be copied to tape. 3. CLOUD BACKUP FEATURES Cloud Backup from Capito, based on the enterprise grade EMC Avamar platform, is an intelligent solution for both physical and virtual environments with application aware agents deployed to each network component, regardless of location, backing up centrally to secure Capito owned data centres. The key benefit of Cloud Backup is that each unique item of data is only backed up once, meaning that during the backup window only changes are transferred. Consequently, backup times are significantly reduced. Each item of data that is backed up is written to an array of N+N appliances that ensure fault tolerance, reliability and performance. This approach allows for both granular and full backups and restores of critical data, whether virtual or physical, with the ability to restore individual files or entire systems. Cloud Backup never backs up the same data twice, allowing a highly efficient and scalable solution that meets the objectives of protecting data. 3.1 KEY FEATURES Client side de-duplication Efficient use of connectivity
3 High availability and reliability Secure encrypted backup Centralised management Fast single step restore VMware integration 3.2 KEY BENEFITS Increased performance: data deduplication significantly reduces customers backup time by only storing unique daily changes; this also optimises the bandwidth necessary for individual backups and reduces network traffic Fast, single-step recovery: Customers can recover entire backups or individual files or directories immediately Easily scalable and simple to manage: The complete managed service is delivered to customers through a single internet-based interface which supports a range of operating systems and software Simple deployment Reduced costs High availability Low bandwidth requirements Meets legislative and compliance requirements Helps achieve RTO/RPO objectives No additional investment in hardware or software Guaranteed service levels 4. TECHNICAL FEATURES Based on EMC Avamar, Capito Cloud Backup solves the challenges associated with traditional backup, providing fast daily full backups and reliable recovery for virtualized environments, LAN/NAS servers, and desktop/laptop systems. Capito Cloud Backup utilizes patented, global data de-duplication technology to reduce the size of backup data at the source before transfer across the network, so only new, unique sub-file data segments are moved and stored to disk. Data can be encrypted for added security, and centralized management makes protecting hundreds of remote sites easy and efficient. By storing just a single instance of each sub-file data segment globally. 4.1 TECHNOLOGY BENEFITS Fast, efficient backup and recovery Capito Cloud Backup provides fast, daily full backups and reliable data protection by reducing the size of backup data at the source before it is transferred across the network. This effectively reduces the daily amount of data moved and stored to disk by up to 500x, enabling daily full backups via existing networks. Unlike traditional solutions, Capito Cloud Backup identifies redundant sub-file variable length data segments within and across systems and
4 offices worldwide. Patented de-duplication technology stores just a single instance of each sub-file segment globally, reducing total data transferred by up to 50x Single-step recovery and centralized management Unlike traditional solutions, Capito Cloud Backup provides daily full backups that can be quickly recovered in just one step eliminating the time required to restore full and subsequent incremental backups to reach the desired recovery Scalability and high availability Capito Cloud Backup uses a grid architecture that enables linear performance increases by simply adding storage nodes. Each incremental node increases CPU, memory, I/O and disk capacity for the entire grid. When additional storage is added, data is automatically load balanced for optimal performance. High availability is delivered by a patented redundant array of independent nodes (RAIN) technology, which provides fault tolerance across storage nodes and eliminates single points of failure. In addition, Avamar server integrity and backup data recoverability is verified daily, so there are no surprises and backup data can be efficiently replicated offsite for disaster recovery purposes. Verified checkpoint
5 4.1.4 Reduced Infrastructure Costs Capito Cloud Backup reduces or eliminates the media and management costs associated with storing weekly and/or monthly full tape backups over the course of time. The natural result of tape backup processes is to extract, send, and store multiple copies of the same data over and over again. Every one of these data duplicates is created using valuable server cycles, network bandwidth, storage capacity, and administrative personnel, resulting in the continuous escalation of the total cost of ownership. Capito Cloud Backup removes the operational overhead associated with: Media management (tape handling, barcode/labelling, tape fragmentation and physical storage) Tape hardware subsystems (mechanical failure) Index management (scalability of the index and media databases) Offsite problems (transportation management, lost or stolen tapes, media degradation, media access times) Reduced Backup Time (Wall Clock Time) By reducing the size of backup data at the source (client), Cloud Backup provides daily full backups that are up to 10x faster than traditional methods. The service leverages existing physical and virtual infrastructure, freeing up systems and staff for other purposes Disaster Recovery This technology allows Capito to economically move and store all critical data off-site to build in disaster recovery capability. In conjunction with Capito s CloudSure platform, physical or virtual machines can be backed up and restored directly on to Capito s virtual infrastructure. 4.2 SUPPORTED OPERATING SYSTEMS AIX for PowerPC (32 bit) IBM AIX 5.2, 5.3 IBM AIX 6.1 AIX for PowerPC (64 bit) IBM AIX 5.2, 5.3 IBM AIX 6.1 and 7.1 FreeBSD for x86 (32 bit) FreeBSD 6.2 FreeBSD for x86 (64 bit) FreeBSD 6.2 FreeBSD 8 HP-UX for Itanium (64 bit) HP-UX 11i v2 HP-UX 11i v3 HP-UX for PA-RISC (32 and HP-UX 11i v1, 11i v2, 11i v3 64 bit) Linux for x86 (32 bit) CentOS 4 and 5 CentOS 6 Debian Linux 4, 5, and 6 Oracle Linux 5 Oracle Linux 6 Red Hat Enterprise Linux 4 Red Hat Enterprise Linux 5 Red Hat Enterprise Linux 6
6 SUSE Linux Enterprise Server 10 SUSE Linux Enterprise Server 11 SP1 SUSE Linux Enterprise Server 9 Ubuntu Linux 10.x and 11.x Linux for x86 (64 bit) CentOS 4 and 5 CentOS 6 Debian Linux 4, 5, and 6 Oracle Linux 5 Oracle Linux 6 Red Hat Enterprise Linux 4 Red Hat Enterprise Linux 5 Red Hat Enterprise Linux 6 SUSE Linux Enterprise Server 10 SUSE Linux Enterprise Server 11 SP1 SUSE Linux Enterprise Server 9 Ubuntu Linux 10.x and 11.x Mac OS (Universal Binaries) Apple Mac OS X and Mac OS X Server 10.6, 10.7, 10.8 NDMP Accelerator NDMP Accelerator for Netapp/Celerra Netware for x86 (32 bit) Novell Netware Version 6.5 SCO Unix for x86 (32 bit) SCO OpenServer 5.0.5, and Solaris for SPARC (32 and 64 bit) Oracle Solaris 10 Solaris for SPARC (32 bit) Oracle Solaris 9 Solaris for SPARC (64 bit) Oracle Solaris 11 Solaris for x86 (32 bit) Oracle Solaris 10 Solaris for x86 (64 bit) Oracle Solaris 10 Oracle Solaris 11 UnixWare for x86 (32 bit) UnixWare 7.1.3, VMware vsphere Windows for x86 (32 bit) Windows for x86 (64 bit) EMC Avamar VMware Image Backup/FLR Appliance Microsoft Windows XP, Vista, 7, 8 and Microsoft Windows Server 2003, 2008 Windows Disaster Recovery Wizard -Microsoft Windows 7, 8, Microsoft Windows Server 2008 Microsoft Windows XP, Vista, 7, 8 and Microsoft Windows Server 2003, 2008, 2008 R2, 2012 Windows Disaster Recovery Wizard - Microsoft Windows 7, 8 and Microsoft Windows Server 2008, 2008 R2, 2012 ZLinux s390x (64 bit) Red Hat Enterprise zlinux 5.4 SuSE 10 zlinux
7 5. LICENSING Licensing for the service is included in the monthly cost. With no additional costs for individual agents, Capito Cloud Backup presents a simple and scalable backup solution. 6. CLOUD BACKUP CONTROL Capito Cloud Control provides Cloud Backup customers with an integrated account management and cloud provisioning portal. Account Details: Administer your account, check billing and payment records and set user permissions. Asset Management: Control and manage cloud servers, devices and services hosted with Capito. Check on usage, bandwidth and power stats in real time or create reports using historical data. Environmental Monitoring: Energy efficiency and power consumption reduction are generally considered to be the main drivers behind the greening of IT. In addition to the real time energy consumption data, the control panel converts the usage into CO2 emissions enabling you to offset your server hosting carbon footprint if you desire. Cloud Control: Create and manage cloud services as required. Support: An integrated support ticketing system allows you to issue change requests, request support, raise and view tickets from one central point of contact. You can view the status and progress of any current ticket, together with an archive of historic requests, giving you a complete view of your experience with us. Cloud Control was a finalist in the 2009 PC PRO Environmental Innovation of the Year and the BCS 2010 Environmental Project of the Year. 7. CONNECTIVITY Connecting the data centres is a 20 Gigabit-per-second (Gbps) fibre ring which provides resilience and diversity to minimise the impact of a single transit failure. Three peering sites across this ring provide 10Gbit uplinks to our transit providers; Tiscali, Interoute, Cogent, and Teleglobe and Capito also maintains private peering connections with LONAP and LINX. All of our networking exchange hardware is housed in on-site dedicated cabinets. Each data centre network hub houses a Cisco Catalyst 7600-series modular switch, dual power supplies and a range of 7600-series fabric-enabled line cards to support both multiple fibre and copper gigabit connections. Automatic systems constantly monitor our entire network, transit links and servers. In the event of any problem, our data centre NOC teams are on site 24 hours a day. Capito holds on-site spares for critical equipment which powers our network to assist us in ensuring that we maintain our 100% uptime guarantee. Off Site Connectivity If you wish to access our services via dedicated Internet Connectivity from your local office Capito can deliver dedicated network links straight into our Enterprise grade network. A wide variety of options are available from 10Mb/s through to 1Gb/s circuits, with or without internet breakout.
8 For further information on options for off-site connectivity please contact your Capito Account Manager. 8. SERVICE MANAGEMENT DETAILS Capito assigns an Account and Technical Manager to each client. Our approach to Account Management has been developed to provide a value added service to our customers. Account Managers are focused on developing relationships, understanding each customer s strategic goals and supporting them in the achievement of their objectives. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives. The Account Manager is also a single point of contact for any requirements or escalations, ensuring any issues are dealt with seamlessly and effectively. 9. PRICING Costs for Capito Cloud Backup are based on a simple charge per month for data protected: Description Cost per month ( ) Capito Cloud Backup. Per GB 0.50 The pricing is per GB stored, per month Pricing is exclusive of VAT There is no set up fee 10. MONITORING & SUPPORT Support is provided on a 24/7 basis and the Capito on-site NOC team respond immediately to monitoring alarms and support requests. The SLA specifies that all service affecting problems are dealt with in fifteen minutes. Automated reporting can also be created issuing you with a daily report via straight to your inbox at times to suit you. This gives you a quick snapshot view of the previous day s backups without having to disrupt your normal workflow. 11. INFORMATION ASSURANCE Business Impact Level s (IL) Capito Cloud Storage has been assessed as suitable for information systems classified to Official status - appropriate for IL3 data. All Capito data centres are located in the UK UKAS certified management systems to ISO 9001, ISO 27001, ISO and ISO 14001
9 12. ORDERING AND INVOICING PROCESS Upon receipt of a completed Sales Order form, Capito will deploy the required service. Billing for the service is monthly, with a minimum contract term of one month. Payment can be via Direct Debit or BACS transfer. 13. SERVICE LEAD TIME New Cloud Backup customers are typically deployed within two working days from order. Shorter deployment times may be available and prioritized upon request. Existing customers are able to deploy additional resources and server instances via the Cloud Control Panel. 14. ON-BOARDING AND OFF-BOARDING Once the deployment is completed, account and access details are sent to the Account contact nominated by the customer. The service will be ready for use at that time. Support for the service becomes available immediately. When use of the service ends, the customer will be able to export the data before the service is terminated. 15. USING THE SERVICE Capito offer a deployment service whereby we can configure clients and default policies on your behalf. Alternatively, our Cloud Control Panel gives you full access to deploy and manage agents/policies at your leisure. Monthly usage statistics are available after the first full backup and shows trends on usage allowing you to quickly and easily plot trends in backup utilization putting you in full control. 16. TERMINATION TERMS At the point of termination, all data, accounts and access will be permanently deleted, and will not be able to be recovered or restored. It is the responsibility of the customer to remove all data prior to termination. There are no termination costs for this Service. 17. SERVICE CREDITS Capito offers guaranteed service levels on network availability, power, data centre environmental conditions and support. In the unlikely event that we do not meet our stated levels we will credit your account. 18. CONSUMER RESPONSIBILITIES The control and management of access is the responsibility of account administrator. Some elements of billing (based on usage) may be variable.
10 The customer is responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they abide by Capito s Acceptable Usage Policy.
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