Service Description Document Management in the Cloud

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1 Service Description Document Management in the Cloud Product Overview Document Management in the Cloud enables an organisation to acquire a subscription based Document management application in a rapid timescale compared to traditional ICT outsourcing or Tower models. Product Features Document Management in the Cloud provides EMC s industry document management technologies for development and delivery of configured document management applications. Elasticity the solution scales indefinitely and on-demand. Pre configured document management applications available for integration with an organisation s processes. Bespoke configured document management services can be developed in house or by the provider in advance of subscribing to the services. Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres and can benefit from QinetiQ s Protective Monitoring solution. Example Use Cases Divisions / Business Units of organisations which require a low cost / low commitment acquisition of Document management application on a service basis. Organisations which have multiple legacy document management systems and wish to migrate to a modern configurable Document management platform can take advantage of the cloud pricing model to migrate system by system without any one system incurring the major capital outlay of acquiring enterprise wide document management technology and the infrastructure to support that. Organisations which require a shared document management system for document / collaboration purposes. Technical Features Document Management in the Cloud offers EMC s Documentum Enterprise Content Management technology; The most robust security model. Content retention policy management. Compliant record management. An overview of the G-Cloud Service (functional, non-functional) Document management technology for organisations to deliver Document management systems rapidly and efficiently. Live service delivery of configured Document management systems on a subscription model. Information assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Suitable for information from IL0 to IL6. All datacentres are highly resilient Tier3 and UK sovereign. Connectivity Available Connectivity via the internet or a government secure network (PSN, GSI, PNN, N3, etc.) is standard. Document: Document Management in the Cloud Page 1 of 5

2 Details of the level of backup/restore and disaster recovery that will be provided Organisations can choose from a range of protection levels. Local Protection: data is held in a single named UK Data Centre with data protection using server virtualisation and EMC GeoParity coding which provides a degree of fault tolerance and improves data durability. Remote Protection: data is stored in two UK sovereign Data Centres, with a copy maintained in a primary named UK Data Centre and copied to a geographically remote UK Data Centre. This provides the highest degree of fault tolerance (including site failure) and corresponding data durability. Both can allow for the implementation of versioning which can be useful in allowing data to be reverted to a previous version if the latest version becomes corrupt. On-boarding and Off-boarding processes/scope etc. An organisation will need to engage in definition of their document management system requirements and the configuration / composition of the system, as well as the more detailed activities for the system to integrate to the organisation s existing business processes. Lockheed Martin proposes comprehensive on-boarding and off-boarding consultancy services through their Lot 4 submission to the G-Cloud Framework. Pricing (including unit prices, volume discounts (if any), data extraction etc.) Charge consists of charge per user per month and a storage cost. Local Protection Application: Number of Users IL0 IL2 IL Over 1, Local Protection: Storage (over and above 1TB) 0.68 per Gb per month. Remote Protection Application: POA Remote Protection Storage: POA Product / Service Options 1. Pre configured / off the shelf Document management platforms. 2. Tooling to configure / compose bespoke Document management systems. 3. Management option. In many cases, the organisation may choose to manage the application themselves. As an option, Lockheed Martin may be able to manage the application on behalf of the organisation. 4. Remote Replication (additional cost). Virtual servers and data are stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. 5. Backup (optional). Lockheed Martin is able to backup either entire virtual servers, or selected data to an independent backup solution based on EMC Avamar. This can allow clients to recover their servers and/or data from a backup. 6. Training. Additional instructor led training is available to complement this service Document: Document Management in the Cloud Page 2 of 5

3 Service Management Details A comprehensive secure online Portal will provide the most common Service Management functionality. An experienced, qualified ITIL Service Delivery Manager will be assigned to each client, and will be responsible for the on-going client relationship. They will also provide assistance with reporting, incident escalation and continual service improvement, at all times following Lockheed Martin s ITIL-based process framework. Service Management functions such as application administration for the application are not in scope of this service. This function can be procured separately from Lockheed Martin, EMC, or a third party. Lockheed Martin may use Skyscape and EMC as subcontractors. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) No service constraints exist, beyond the rich functionality that exists within the Document Management application by EMC. Lockheed Martin will adhere to the following in terms of maintenance windows; Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. Lockheed Martin shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of Lockheed Martin s infrastructure relating to the Services shall happen between the hours of 00:00and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned Maintenance shall be excluded from any availability calculation in regard to Service Credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, Lockheed Martin shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of Lockheed Martin s infrastructure will happen between the hours of 00:00and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Lockheed Martin offer a 99.95% availability SLA based on the availability of both the portal and the virtual server environment itself. Financial recompense model for not meeting service levels If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the Client will be eligible for Service Credits. Service Credits will be calculated as a percentage (5%) of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). Document: Document Management in the Cloud Page 3 of 5

4 Training A range of user and administrators training options available for customisation, extension and integration of the solution. Comprehensive training for composition of document management systems is provided by EMC. e-learning - Self-paced training, generally one to three hours which can be accessed directly over the Internet or downloaded to your PC for use at your convenience. Also includes downloadable and printable student guides that can be taken anywhere, anytime. Instructor-Led Training (ILT) - Traditional classroom training, with hands-on labs or caseby a highly qualified EMC studies, deliveredd at one of our many training centres worldwide, instructor. Video Instructor-Lepackaged in a convenient CD-ROM/DVD-ROM format, with an intuitive navigation menu. Training (VILT) - Top-instructor-delivered, Instructor-Led Training (ILT), Lecture content, lab exercises, and student materials are identical to the ILT. Online Instructor-Led Training (Online ILT) - A real time interactive training experience where students participate online to access the instructor-led virtual classroom. Lecture, discussion, questions and answers, and lab exercises make this a rich and flexible training experience. Ordering and invoicing process Clients can view their current usage and charges online in real time via the portal. Billing for the service will be monthly. Payment can be via the following methods: Purchase Order or BACS. Service lead time New Clients (organisations) will typically be deployed within 1 month from order. may be available and prioritised upon request. Shorter deployment times Existing Organisations have instant access to additional usage with no notice period required. Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) One Calendar month notice must be given. There are no termination fees. All data, accounts and access will be permanently deleted. Termination costs There are no termination costs for this Service, however an organisation must make provision for migration of the document information to another repository. Document: Document Management in the Cloud Page 4 of 5

5 Data restoration / service migration Customer has ability to extract their information. A migration service is offered by Lockheed Martin as part of our Lot 4 offering and is recommended to maintain integrity of information under Retention. Consumer responsibilities Definition of and configuration / composition of Document management system. The control and management of access and responsibilities for end users. Organisations must also be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with the Lockheed Martin Security Operating Procedures (SyOps) and other information assurance requirements. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) Individual users will require internet access (IL0-IL2) or connectivity via a government secure network (IL3) to the Lockheed Martin Cloud Platforms. Integration to customer Active Directory is required, as is a certified browser platform. Details of any trial service available Demonstration service is available by agreement with Lockheed Martin, Skyscape and EMC. Document: Document Management in the Cloud Page 5 of 5

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