Introduction. Price model and service level. Structure of the service

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1 Introduction IP-Only provides a service called Virtual Server in which the customer receives server capacity accessed through IP-Only s communications services. This type of service is also called cloud computing or Infrastructure as a Service (IaaS). Thanks to its high security classified data centers and powerful network services, IP-Only is able to provide a secure server solution to customers requiring a high level of availability. To minimise the risk of outages, all parts of the platform are redundant. The platform is also fully scalable, giving the customer a dynamic server service which enables efficient expansion. With IP-Only s communications services, the Virtual Server service can easily be linked to the customer s own IT environment, creating opportunities to grow, share resources and increase availability. IP-Only provides virtual servers distributed with Linux or Windows and licenses for applications such as web, SQL and Exchange. Price model and service level The price model is dynamic, which means that the customer is charged for the server components selected at any given time based on the price list contained in the agreement. Servers and their configurations (which can be set to on or off in the web portal) are charged based on daily reviews and billed monthly in arrears. If an agreement has been concluded providing for the payment of a minimum monthly fee ( Minimum Charge ) the customer is always required to pay the minimum charge even if actual usage has been lower. IP-Only s Virtual Server service comes with service level (SLA) Bronze as standard. The service can be upgraded to SLA Silver or Gold, provided that the communication service provided has the same or a higher service level. The chosen SLA is stated in the agreement (order). The web portal shows the selected SLA for each virtual server. IP-Only is responsible for ensuring a high level of availability for the virtual servers in accordance with the specified SLA. IP-Only will also provide a basic installation with the latest relevant patches. Any installations or changes to configurations not specified in the agreement are billed in accordance with IP-Only s applicable price list for consulting services. Structure of the service The service is built using virtualization technology from VMware, a leading provider of virtualization software. Using VMware s products, IP-Only is able to secure the functionality, availability and performance of the virtual servers. The underlying hardware comprises servers which are redundantly linked in a VMware cluster. The shared storage solution consists of fast hard drives in a RAID configuration and hot spare disks. These servers are located in one of IP-Only s own security classified data centers, which are equipped with redundant power, cooling and standby generators. The server environment is accessed either over the Internet, in which case it is located behind two physical firewalls that are clustered and linked to redundant Internet connections, or over IP-Only s Ethernet Link. Service Description Virtual Server 3.2 1(5)

2 Service components IP-Only s Virtual Server service offers the customer a choice of server components. The components included in the service are described below. Virtual servers IP-Only provides Virtual Server, allowing the customer to dynamically increase or reduce its CPU and memory capacity. The customer can also add storage in response to changing requirements. The customer can choose among a number of pre-installed servers. IP-Only will either provide an operating system from Microsoft (along with the necessary licenses) or Linux/GNU. IP-Only will also provide a number of applications, such as SQL and Exchange (along with the necessary licenses), although the customer will be responsible for installation and configuration of these. IP-Only requires that the WMware Tools software be installed in the virtual server and the customer is responsible for ensuring that VMware is kept up to date. Supported versions of VMware Tools are provided via the web portal. In other respects the customer is responsible for ensuring that the software installed by the customer on the virtual server complies with the software manufacturer s terms and conditions and licensing terms. It is the duty of the customer to notify IP-Only if the software manufacturer requires that IP-Only provide the license. Operating systems IP-Only permits the following operating systems, which are supported by VMware. Microsoft Windows Server 2003 R2, 32-bit and 64-bit Microsoft Windows Server 2008 R2, 64-bit Debian ServerUbuntu Server CentOS Red Hat Enterprise Linux Suse Enterprise Linux FreeBSD IP-Only will install and provide licenses for each operating system but is not responsible for future patches of operating systems and applications during the contract term. The customer will receive full administrator rights for the operating systems. Web portal for Virtual Server IP-Only will provide a web portal for administration, monitoring and billing information. Login to the web portal will be provided to the customer subject to the conclusion of an agreement. In the web portal the customer can: View its virtual servers Order a new virtual server Increase or reduce the virtual CPU and memory capacity, and add storage View audit logs View billing information and costs View statistics on CPU, memory, storage and network usage Start, stop and reboot servers Take a snapshot of its servers Service Description Virtual Server 3.2 2(5)

3 Web portal for Virtual Server Communication The customer s connection to the Virtual Server service will be established through IP-Only s Internet or Ethernet Link services. The customer has the option of connecting to its virtual servers via RDP or SSH. Internet The capacity is dedicated and is shared by the virtual servers used by the customer. The Internet capacity can be upgraded up to gigabit speed in accordance with the applicable price list. Ethernet Link The customer can also connect to the virtual environment using IP-Only s Ethernet Link. The Ethernet Link service allows the customer to link its in-house operating data network simply and effectively to IP-Only s virtual server environment. IP-Only s Ethernet Link offers high bandwidth coupled with short delays between the customer s sites of operation. The Ethernet service is ordered separately in accordance with the applicable price list. IP addresses IP-Only will provide a public IP address for each server included in the service. If the customer instead uses IP-Only s Ethernet Link the customer will be able to specify the IP address for each server. Service Description Virtual Server 3.2 3(5)

4 Applications The service includes licenses for the applications available under each manufacturer s license agreement, e.g. Microsoft SPLA (Service Provider License Agreement). The customer is responsible for the operation and updating of the applications. Network overview communication with the virtual server environment Add-on services The following add-on services can be ordered for the Virtual Server service. Firewall (add-on service) The entire environment is protected behind two physical firewalls, which are clustered to maximise availability. The firewall is provided as an add-on to IP-Only s Internet service and is available in two levels: Standard and Advanced. Standard In the Standard option IP-Only provides predefined firewall rules defined on the basis of the applications included in the virtual servers selected by the customer. Advanced In the Advanced option the customer is allocated a dedicated firewall and has the option of defining its own rules for the firewall based on its specified security requirements. The customer is also able to request changes to these rules throughout the contract term. Changes to previously defined rules are charged in accordance with the applicable price list for consulting services. The customer has the option of connecting to the virtual servers via SSL VPN to further increase the level of security. Up to 10 SSL VPN accounts can be included in Advanced Firewall. Service Description Virtual Server 3.2 4(5)

5 Remote Backup (add-on service) Customers requiring client-based backup to a different geographic location can order IP-Only s Remote Backup service for its virtual servers. The service is based on IBM TSM (Tivoli Storage Manager), which provides a simple and cost-effective disaster recovery solution for the customer s data. The customer decides at what time of day the backup should begin and is responsible for performing restores where necessary using the installed TSM client. IP-Only provides and assumes responsibility for the backup licenses. Other information Software and licenses IP-Only will provide all licenses specified for the Virtual Server service. The customer will not be able to use its own licenses for VMware or Microsoft, as these will be provided by IP-Only. The installation of software from Microsoft by the customer constitutes a breach of the applicable licensing rules. The software provided to the customer during the contract term is copyrighted and has been licensed to IP-Only by the maker. The customer will thus not own or hold its own license for the software. The customer does not have the right to copy, modify or otherwise alter the software provided. Nor does customer have the right to make the software available to any third party without permission from IP-Only. The customer understands and accepts that neither IP-Only nor the maker provides any guarantees in respect of the software and its use. Upon expiration of the agreement the customer undertakes to return to IP-Only the right to use the licenses and hardware provided. The customer s responsibility The customer is responsible for the operation and maintenance of the operating system and the applications used on the virtual servers. The customer understands that IP-Only is not responsible for ensuring that the software provided by IP-Only is compatible with the customer s own installed applications and configurations. Service Description Virtual Server 3.2 5(5)

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