SERVICE DEFINITION G-CLOUD 7. Hadoop in the Cloud. Classification: Open

Transcription

1 SERVICE DEFINITION G-CLOUD 7 Hadoop in the Cloud Classification: Open

2 Classification: Open ii MDS Technologies Ltd Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd. MDS Technologies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX Telephone: , Fax: CONTENTS WHY MDS?... 3 SUMMARY OF SERVICE BENEFITS... 3 MDS AND SKYSCAPE THE PERFECT PARTNERSHIP... 4 WHAT IS THE SERVICE?... 4 WHAT CAN I DO WITH THIS SERVICE?... 5 WHAT ARE THE KEY FEATURES AND BENEFITS?... 5 WHY SKYSCAPE?... 5 WHAT ARE THE KEY TECHNICAL FEATURES?... 7 WHO IS THE SERVICE AIMED AT?... 9 WHAT ARE THE SERVICE LEVELS?... 9 HOW MUCH DOES IT COST? IS THERE A TRIAL SERVICE? WHAT ARE THE TERMS AND CONDITIONS? APPENDIX... 15

3 Classification: Open 3 WHY MDS? Bespoke cloud solutions that fit your business needs Trusted provider of agile, scalable and assured digital services Full range of cloud hosting and enablement solutions Security Cleared (SC) operational support staff Honest providers of services, support and practical advice 24/7 support through our ITIL-aligned Service Desk A privately owned, UK sovereign company We are an SME - agile with minimal bureaucracy Providing infrastructure services to the Public Sector for over 12 years Certified against ISO 27001, ISO 9001, ISO14001 and Cyber Essentials Plus We listen to our customers, we understand, we deliver PROFESSIONAL, PERSONALISED SOLUTIONS SUMMARY OF SERVICE BENEFITS Exceptional value our Hadoop-optimised infrastructure delivers a secure, scalable and inexpensive platform for Hadoop; combining the performance and security features of a physical Hadoop cluster with the flexibility of the cloud True cloud solution pay by the hour with no minimum commitment Flexible and adaptable the ideal Hadoop platform for proof of concept/proof of value exercises; it can also scale to production-ready workloads Choice of the most popular 100% open-source Hadoop distributions Cloudera Enterprise or Hortonworks HDP Totally extensible solution enabling you to use any Hadoop-compatible business intelligence, analytics or reporting applications UK sovereign an assured cloud platform delivered from two secure UK data centres by a UK-based company with UK government security-cleared staff Disaster tolerant two Tier 3 UK data centres separated by more than 100km and securely connected by high-bandwidth, low-latency dedicated connectivity Optimised for OFFICIAL extensive independent validation (including CESG PGA), the service fully aligns with the CESG 14 Cloud Security Principles, making it ideal for all data classified at OFFICIAL (including OFFICIAL SENSITIVE) and legacy IL0 IL4 solutions Flexible connectivity options connect via the internet (with DDoS protection provided as standard), a government community network (PSN Assured service, PSN Protected service, N3, or legacy networks including PNN), or by HybridConnect using your own dedicated circuits such as CPA-encrypted tunnels, leased lines or MPLS Advanced Cross Domain Security zone a secure managed or self-managed area that enables citizen access over the internet to data which is securely hosted on the Elevated domain Immediately available on our Assured and Elevated platforms zero delay to your project

4 Classification: Open 4 MDS AND SKYSCAPE THE PERFECT PARTNERSHIP MDS technologies Limited (MDS) offers a cloud platform provided by the award winning Skyscape Cloud Services (Skyscape). We have a strong, committed relationship with Skyscape, the market leader in the Digital Marketplace for G-Cloud Infrastructure as a Service, through a long-standing relationship underpinned by a formal partnering agreement. We have been a Skyscape Partner since their creation in 2011, and have resold services since the launch of the G-Cloud framework in February MDS is a reseller, at cost, of Skyscape s cloud services and is currently Skyscape s largest partner and second largest consumer of cloud services. This status enables us to provide a high level of service to our customers and gain enhanced support from Skyscape. As a Skyscape partner, MDS offers true National Institute of Standards and Technology (NIST) cloud services, which are offered as part of a community cloud service only available to the UK Public Sector and secured and managed in line with UK government security classifications. Skyscape and MDS both utilise pricing models based on transparent charges and pay for what you use on an hourly and/or monthly basis. WHAT IS THE SERVICE? Hadoop in the Cloud is Skyscape s big data solution based on Hadoop and built on Hadoop-dedicated and -optimised infrastructure, within Skyscape s secure, assured environments (blue components in Error! Reference source not found.). Data Architecture Application Architecture Tuning & Optimisation Data Ingest Tool Selection (Hive, HAWQ, etc) Analytics (e.g. MapReduce) Visualisation (Data Science) Customers /Partners Hadoop in the Cloud Skyscape service Hosted in Secure UK Data Centres Powered by OFFICIAL classified Infrastructure Well connected to Internet, PSN and N3* Figure 1 - Solution Elements This service is targeted at data scientists as a data platform service, rather than at end-users who usually expect a complete Software as a Service (SaaS) analytics solution. Data scientists can use the Skyscape service to build higher-layer services for end-users. They can rapidly provision capacity optimised for Hadoop to support data-intensive tasks such as indexing, mining, analytics and so on (orange components in Error! Reference source not found.).

5 Classification: Open 5 WHAT CAN I DO WITH THIS SERVICE? The service enables organisations to rapidly explore the potential of big data solutions by conducting proof of concept exercises, helping to proof the viability of big data solutions and promote innovation by lowering traditional barriers, such as: Capital expenditure concerns Hadoop in the Cloud is a true on-demand OPEX-based service Lack of expertise Hadoop in the Cloud is a fully configured deployment of Hadoop, helping to reduce the level of expertise needed to get started with the fundamentals Capacity management as a true cloud service, Hadoop in the Cloud removes the capacity management burden traditionally associated with Hadoop Hadoop in the Cloud is massively scalable, making it suitable for production-grade environments whilst still retaining all the benefits of a true cloud service. WHAT ARE THE KEY FEATURES AND BENEFITS? Feature True cloud pay for what you use service No minimum commitment Rapid provisioning Pre-configured with the choice of Cloudera Enterprise or Hortonworks HDP Rapid scalability Hadoop-optimised infrastructure Uncontended resources Hadoop data close to compute resources Non-proprietary, open-source software Single-tenant clusters on multitenant infrastructure Benefit Removes capital expenditure red tape Immediately stop cost when the service no long required Hadoop clusters are ready to use within hours rather than weeks Ready to go as soon as provisioned; less time and expertise required to configure and deploy Hadoop services Scale up the amount of resources allocated to your Hadoop cluster as your requirements change or evolve, without the usual associated capacity management requirement Delivers the highest level of performance within a cloud environment, in line with best practices established by VMware and the Hadoop community Reduces any adverse performance issues as a result of noisy neighbours Increases processing performance and removes data transfer charges between compute and storage Flexibility to move your Hadoop data in and out of the Skyscape environment Combines the flexibility and efficiencies of a public cloud service with the security and performance associated with a private cloud. WHY SKYSCAPE? Skyscape is a UK company founded in It is unique among cloud providers as it maintains an exclusive focus on the UK public sector. Skyscape was one of the first G-Cloud providers to successfully achieve CESG Pan Government Accreditation. Skyscape s range of on-demand, pay-for-what-you-use cloud services with no minimum commitment are suitable for OFFICIAL and OFFICIAL SENSITIVE (formerly IL0 through IL4) data. They are delivered from two secure Tier 3 UK data centres separated by more than 100km and securely

6 Classification: Open 6 connected by dedicated high-bandwidth, low-latency CESG-assured circuits, enabling synchronous replication. Skyscape helps public sector organisations lower CO 2 emissions through reduced energy consumption, sustainable procurement and better hardware utilisation. Skyscape is a CarbonNeutral Company whose data centres have a low carbon footprint and low PUE rating, and comply with the EU Data Centre Code of Conduct. Skyscape has unparalleled capability in: Security assurance Skyscape offers our cloud services from UK data centres, operated by UK government securitycleared staff. Customers data is therefore not subject to foreign legislation or the risk of international surveillance or disclosure. Services are designed and built with clear alignment to the 14 CESG Cloud Security Principles that all UK public sector organisations use when assessing cloud hosted solutions. The Skyscape cloud benefits from extensive independent validation via certifications ranging from international standards (for example, ISO 9001, ISO 27001, ISO 20000) to UK public-sector specific standards (for example, PSN, N3/HSCIC). The cloud platforms are subject to regular, extensive IT Security Health Check (ITSHC) CHECK Tests by independent, CESG-approved assessors to provide customers with confidence in the physical and technical security controls which have been implemented to protect their valuable data assets. Connectivity Both UK data centres have resilient connections to secure UK government networks such as PSN Assured, PSN Protected and N3, as well as large-scale, DDoS-protected internet connectivity. We also make it possible for you to present your own connections (such as direct connectivity into your MPLS, or inexpensive point-to-point connections via leased lines); and offer a Secure Remote Access solution that allows assured VPN access to the Elevated OFFICIAL domain. Flexibility Skyscape offer simple products for delivering complex solutions, all designed to reduce security risks without decreasing the flexibility of a cloud platform. Differentiated, commoditised products provide a choice of IaaS, PaaS and SaaS; service levels; virtual machine sizes; and security levels. Iinnovative solutions further increase cloud flexibility, such as the Cross Domain Security Zone which enables internet-facing Assured OFFICIAL applications to connect to data stored within the Elevated OFFICIAL platform. This allows you to keep your data safe, while letting citizens interface with the information they need. Public sector partnerships Skyscape have a committed team focused on identifying partners who understand the UK public sector and have expertise in enabling and accelerating digital transformational projects. Managed Service Providers (MSPs). Specialists in services relating to the design, management and support of environments built within Skyscape s cloud platform, helping to reduce the complexities of platform management. Systems Integrators (SIs). Organisations that fully understand Skyscape s cloud portfolio are experts at bringing together individual cloud components to deliver entire cloud-based solutions.

7 Classification: Open 7 Developers and Independent Software Vendors (ISVs). Able to provide fully packaged applications or SaaS solutions which leverage Skyscape s secure cloud capabilities. Strategic Advisors/Consultants. For customers who require additional advice around delivering solutions in the cloud, consultancy partners and subject specialists can help define strategy, develop action plans and create solutions WHAT ARE THE KEY TECHNICAL FEATURES? Hadoop in the Cloud offers a distinctive mix of multi- and single-tenant elements of its infrastructure to deliver the highest levels of performance and security, without sacrificing the commercial benefits or flexibility of the cloud. Each cluster is deployed on Hadoop-dedicated and -optimised multi-tenant infrastructure, with the following single-tenant elements; Single-tenant Hadoop cluster each customer is provisioned with their own isolated Hadoop environment; virtual master nodes, virtual slave nodes and virtual cluster managers aren't shared with any other tenants Dedicated 1:1 mapping of slave node to directly attached physical drive spindle helps increase overall HDFS performance and security Skyscape uses VMware vsphere as the hypervisor for the underlying IaaS service, with a choice of Cloudera Enterprise or Hortonworks HDP deployed on top as the enabling Hadoop distribution. The table gives an overview of each distribution. Cloudera Enterprise Based on Apache TM Hadoop 100% open source Cloudera Impala industry-leading massively parallel (MPP) SQL engine built for Hadoop Cloudera Search advanced Hadoop query and data-browsing capabilities Certified against Skyscape Support included Hortonworks HDP Based on ApacheTM Hadoop 100% open source Free-to-use enterprise distribution and features (without support) Support subscriptions available directly from Hortonworks We provide a deployment of the Hadoop Core Platform on our secured and assured infrastructure which has been specifically engineered for Hadoop. The Hadoop Core Platform consists of the following modules and associated supporting services: Hadoop Common: the common utilities that support the other Hadoop modules Hadoop Distributed File System (HDFS ): a distributed file system that provides highthroughput access to application data Hadoop YARN: a framework for job scheduling and cluster resource management Hadoop MapReduce v2: a YARN-based system for parallel processing of large datasets Hadoop Zookeeper: a distributed transaction coordinator The Hadoop Core Platform facilitates data ingress and egress along with native MapReduce v2 applications. In addition, Skyscape provides access to Hadoop cluster management via API or GUI (depending on the chosen distribution Cloudera Manager or Ambari), for customers to use to manage and maintain their entire Hadoop cluster.

8 Classification: Open 8 Skyscape monitors all the VMs and services related to the embedded Hadoop Core Platform as defined above, and provides 'reasonable endeavours' support for all associated services needed to provide the Hadoop Core Platform. Skyscape will provide a secondary virtual data centre (VDC) provisioned alongside the Hadoop cluster, to enable customers to deploy their own analytic, business intelligence and reporting applications. Skyscape will charge for and support any VMs within this secondary VDC in line with our Compute as a Service Production service description. However, Skyscape isn't responsible for managing any image, software or service deployed within these VMs. Figure 2 - Hadoop in the Cloud Overview Error! Reference source not found. shows that the Skyscape Hadoop in the Cloud service is extensible, allowing additional analytic applications to be deployed to facilitate functions beyond data ingest and egress and MapReduce v2 jobs. These depend on the choice of distribution and may include: Cloudera Impala Cloudera Search ApacheTM Spark, is an in-memory data store on Hadoop ApacheTM Falcon, for data management and pipeline processing ApacheTM Kafka, a fast, scalable, durable, and fault-tolerant publish-subscribe messaging system Management and maintenance of any additional Hadoop applications deployed by the customer beyond the initial deployment remain the responsibility of the customer or third party.

9 Classification: Open 9 WHO IS THE SERVICE AIMED AT? This service is aimed at any organisation wishing to harness the value a big data solution can generate, by gaining increased insight through analysis of any and all data (internal and external) that is pertinent to the organisation. Examples include: Organisations wishing to take their first steps into big data, using the cloud to remove capital expenditure risk Organisations wanting to consolidate disparate data stores into a central location to reduce storage cost and complexity, while facilitating holistic analytics across the widest possible dataset Two or more organisations with a mutual interest in creating a shared data repository to enable analytics across all their datasets Organisations wanting to create a data store capable of handling high-volume, -variety and - velocity data (for example, social media sentiment analysis, IoT sensor data, large machine generated/sensor data) that exceeds the capabilities of traditional database technologies Organisations generating large amounts of data that goes beyond their current analytical requirements, who are looking for a cost-effective solution for retaining this data against future requirements WHAT ARE THE SERVICE LEVELS? Skyscape will monitor the services and resources that underpin the Hadoop Core Platform, and ensure that the availability of Hadoop in the Cloud in a given calendar month equals the Hadoop Core Platform Availability Commitment of 99.90%. If the availability of the Hadoop Core Platform Service is less than the associated Availability Commitment, the customer may request Service Credits for the service within 30 calendar days of the service being deemed unavailable. For more detailed information on our SLAs please request the Skyscape SLA definition document. Skyscape provides an availability SLA and a response time SLA for Hadoop as a Service. See the following table: Availability (monthly*) 99.90% Incident response Service Credits P1 within 15 minutes P2 within 4 hours P3 within 24 hours P4 within 72 hours 3% of monthly spend for affected Hadoop Cluster * Availability indication is based on an average 730 hours per month. Excludes Planned and Emergency Maintenance.

10 Classification: Open 10 Unavailability definition Unavailability applies when the Hadoop Core Platform becomes unresponsive due to a fault within the Skyscape embedded environment (where fault is within Skyscape-controlled components such as the virtual infrastructure, storage, power, or physical firewalls and routers). Exclusions from unavailability definitions and calculations include: Cases when the fault lies with external connectivity providers (internet, PSN) and components co-located at Skyscape Any fault deemed to be within the customer s control (such as powering down cluster or nodes, or user deletion of cluster or nodes) Skyscape API and Portal Skyscape also provides an availability service level target for: The Skyscape API access to the API allows direct commands to be sent to the environment for programmatic control of the Skyscape Compute Service. The Skyscape Portal covering the ability to log in to manage your environment via the Portal, create support tickets and use other functions Target availability (monthly*) 99.90% Service Credits 1% of monthly spend per 1% below service level target or part thereof * Availability indication is based on an average 730 hours per month. Excludes Planned and Emergency Maintenance. Options Data velocity To maximise cost flexibility against user requirements, Skyscape offers three Hadoop cluster types for customers to choose from, based on their initial Hadoop data requirements coupled with their projected rate of future data ingest. The three cluster types are defined in the table. Cluster type Use case Master node spec Slave node spec Low Velocity Medium Velocity High Velocity Proof of concept / small data projects Departmental data lake, Hadoop applications requiring more RAM Enterprise data lake, highly mixed parallel processing applications 9 vcpu 60GB 500GB disk 9 vcpu 60GB 500GB disk 18 vcpu 120GB RAM 1000GB disk 9 vcpu 60GB RAM 200GB shared disk 5 * 2TB local disk (HDFS) 18 vcpu 120GB RAM 200GB shared disk 10 * 2TB local disk (HDFS) 36 vcpu 240GB RAM 200GB disk 20 * 2TB local disk (HDFS)

11 Classification: Open 11 Backup/recovery and disaster recovery The Hadoop storage engine, HDFS, is engineered with infrastructure failure in mind, so localised component failures are tolerated within the infrastructure via data replication, eliminating single points of failure (including physical server failure or disk failure). Hadoop v allows for the manual creation of snapshots of HDFS which can be stored offline using Skyscape s Cloud Storage. HOW MUCH DOES IT COST? Skyscape s Hadoop in the Cloud lets customers scale up HDFS storage resources as required, yet retain elasticity around analytics requirements. Each cluster will initially be provisioned with a Starter Pack (defined below), after which customers are free to scale their cluster by adding additional slave nodes. Cluster type Starter Pack TB capacity (usable ) Cost ( ) per hour Assured / Elevated Additional slave node (above Starter Pack) TB capacity (usable ) Cost ( ) per hour Assured / Elevated Low Velocity / / 0.95 Medium Velocity / / 1.50 High Velocity / / 2.40 Notes: Usable capacity reflects HDFS storage including the default Hadoop data replication factor of three (raw capacity is three times greater) Licensing is not a mandatory requirement by Skyscape, as such any pricing does not include Cloudera or Hortonworks licensing (where applicable) or support subscriptions. Prices for these services can be obtained through a direct arrangement with either vendor via the Digital Marketplace. It is currently not possible to mix and match cluster node types within a single cluster (for example, a low velocity cluster can only scale out with low velocity slave nodes). Additional slave nodes can be expanded in single units as shown above All pricing is charged per hour or part thereof The pricing for the following items is given in the Skyscape Pricing Guide: Compute as a Service - Production Data ingestion and extraction Connectivity options

12 Classification: Open 12 Pricing Example The following table provides an indicative illustration of the costs of operating Hadoop in the Cloud on our Assured platform, at various HDFS data volumes across the different velocity cluster types: TB of storage (HDFS) Low Velocity Medium Velocity High Velocity /hr /TB/ hr /GB/ month /hr /TB/hr /GB/ month /hr /TB/hr /GB/ month Comparative Starter Packs In order to ensure the correct resources are initially deployed to provide a stable Hadoop cluster, Skyscape will provision the following virtual nodes, configure the networking and deploy your choice of Cloudera Enterprise or Hortonworks HDP. A Starter Pack consists of the following: 3 x master nodes (Name Nodes, Zookeeper Master, additional master services) 3 x slave nodes (HDFS storage, Hadoop applications) The specification for each master/slave node will be in line with the cluster type you select, as defined above. Support subscriptions Skyscape manages the resources required to ensure the availability of our Hadoop Core Platform service, but doesn't manage the analytics or software stacks that sit above it. Unless your organisation has embedded Hadoop expertise and experience, it is strongly suggested you purchase a support subscription for your selected distributor to help you with support and usage issues beyond our Hadoop Core Platform service. Additional Hadoop distributions Customers can deploy on Skyscape s IaaS and manage their cluster directly or via a partner (for example, customers may deploy PivotalHD TM Enterprise edition on Skyscape IaaS and get support directly from Pivotal ). Selecting a partner (optional) Customers who have (or are developing) in-house skills and experience with Hadoop should be able to benefit from using Skyscape Hadoop in the Cloud directly. However, customers requiring a service that provides business intelligence or data analytics will need to engage a specialist partner to build those layers on top of Skyscape s Hadoop in the Cloud. If required, MDS can assist customers with appropriate Specialist Consulting Services through G- Cloud.

13 Classification: Open 13 Customers may also choose to work with a specialist partner for enablement services; or to use software services that need licences or support subscriptions. For clarity, Skyscape doesn't mandate the use of partners or the requirement to procure licences/subscriptions. Commitment discount Customers can receive a discount by committing to spending a specific minimum amount each month for a minimum of 12 months. The discount level attained is based on the total spend committed for qualifying products (for example, Skyscape Cloud Storage is excluded). To achieve the discount, the customer fixes a value that they commit to spending each month of the term. This must be in a single PO with each month as a separate line item. As customers can consume more than their committed amount each month, they must also add an additional line item and value to cover any overspend. This must be part of the same PO. If the customer has an existing contract, they need to accept a Contract Change Notice and set the values as outlined above. If multiple contracts are affected, any changes will be made via a Side Letter. PO value < 250K 0% 250K 499K 9% 500K 749K 13% 750K 1,499k 16% 1,500K + 19% Discount level Individual projects or departments (billing entities associated with each monthly spend) can be amended during the year through discussion with and agreement from Skyscape; however the committed value cannot be reduced midterm. Customers get a discounted rate for each month up to the set monthly figure only, not for overuse. At the end of each month Skyscape will do one of two things: If the actual usage is above the committed value, Skyscape will take the value from the monthly commitment line item and the remaining balance from the overspend line item If the actual usage is below the set value, Skyscape will bill the customer the committed value At the end of the 12 months, Skyscape will rebate the customer the value of the applicable discount over the 12-month period minus any overuse for the last month; for example, the invoice for month 12 is for the committed consumption plus any overuse at standard prices with the potential for a 12-month rebate. If the overspend Purchase Order (PO) line item value is spent before the end of the 12 months, the customer must issue a top-up PO value for the remainder of the 12 months, or increase their spend and commit to a further 12 months. The customer will pay for any usage above the set amount at the standard rates. The discount is set based on the committed PO value, not the actual usage.

14 Classification: Open 14 Individual projects or departments (billing entities associated with each monthly spend) can be amended during the year through discussion with and agreement from Skyscape; however, the committed value cannot be reduced midterm. Cloud Credits The Cloud Credits option allows organisations to purchase Cloud Credits upfront and redeem them against Skyscape cloud services over a maximum two-year period. This allows organisations to effectively commit their CAPEX or budget spend in advance, with monthly usage deducted from the balance until depleted. Every 1 spent on Cloud Credits equals 1 to be spent on Skyscape cloud services The purchase of Cloud Credits can be made against any G7 Service Description, and Cloud Credits are transferable between services Cloud Credits can be used for a single service or a combination of services or orders Any unused Cloud Credits at the end of the two-year period are non-refundable Worked example If you know you will consume at least 550,000 of Skyscape cloud services over a two-year period based on previous or projected usage, you may choose to pre-pay this amount. You will receive a value of 550,000 worth of Cloud Credits to be used against any Skyscape service over a maximum two-year period. You will receive a monthly invoice, with payment automatically taken from your Skyscape Cloud Credits, if available. You will need to inform our finance department if you wish to make any amendments to how your invoices are paid. IS THERE A TRIAL SERVICE? Skyscape offers a free trial of a pre-configured installation of a production-grade Hadoop in the Cloud environment for full functionality/proof of concept testing. Your trial will be limited to a single Low Velocity Starter Pack configuration as defined above, with a time limit of 30 days. Free trial conditions, as outlined in Appendix A of Skyscape Standard Terms and Conditions, will apply. WHAT ARE THE TERMS AND CONDITIONS? Please refer to the terms and conditions document for full details. The appendix at the end of this service description provides a service summary.

15 APPENDIX On-boarding and off-boarding On-boarding Within 10 business days of order acceptance, Skyscape will create the Hadoop cluster and send a welcome pack which includes the URL for the Skyscape Customer Portal and associated authentication details. Off-boarding Customers are expected to maintain a master copy or backup copy of the data used in the Hadoop in the Cloud service. So there is no requirement for the customer to transfer their data out of the solution at the end of the contract. Rather, the customer simply has to securely delete the data prior to the termination of the contract. Service management As a true cloud service aligned to the NIST definition of PaaS, the service is designed to be self-managed via the secure online Skyscape portal (or API) which provide common service management functionality and address standard requirements. For organisations that require a more managed service, Skyscape works with a number of Partners who can provide a managed service wrapper around the Skyscape PaaS. Skyscape will be pleased to make an introduction where appropriate. Service constraints HDFS cluster capacity Skyscape Hadoop in the Cloud is engineered to be scalable and has been tested up to 850TB HDFS cluster storage. We advise consulting with Skyscape if you need to scale beyond this capacity. Maintenance Skyscape will adhere to the following in terms of maintenance windows: Planned Maintenance means any preplanned maintenance of any infrastructure relating to the services. Skyscape shall provide the customer with at least twenty four (24) hours advance notice of any such Planned Maintenance. Planned Maintenance of Skyscape s infrastructure relating to the services shall happen between the hours of 00:00 and 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, Skyscape shall provide the customer with at least six (6) hours advance notice. Whenever possible Emergency Maintenance of Skyscape s infrastructure will happen between the hours of 00:00 and 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 customer s environment. Emergency Maintenance shall be excluded from any availability calculation in regard to Service Credits but shall be included in the monthly service reporting. Training Skyscape has a number of Partners who can deliver additional services such as training, support and data science services. Skyscape would be pleased to introduce you to such Partners as appropriate. Skyscape will also develop videos, help guides, manuals and FAQs to help train and instruct future users so that they are up and running quickly and easily. Ordering and invoicing The service is offered subject to availability. Billing for the service is monthly in arrears.

16 Payment can be made by direct bank transfer (BACS/CHAPS) and shortly by direct debit. Service lead time Initial deployment Up to 100TB HDFS Over 200TB HDFS Cluster expansion 10 days 20 days 20% uplift of HDFS storage Immediate 21% to 30% uplift of HDFS storage Over 30% uplift of HDFS storage 10 days 20 days Lead times are in working days and commence from order acceptance. Shorter deployment times are typically achieved and can be prioritised on request. Termination Terms At the point of termination, all customer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. Costs There are no termination costs for this service. Customers are responsible for extracting their own data from the platform if required. Skyscape may make an additional charge for transferring data out of the service. Data restoration / service migration In many circumstances, Skyscape can help facilitate a bulk migration to the platform using local data import. This is priced on a time and materials basis from the Skyscape SFIA rate card. Customer responsibilities The control and management of access and responsibilities for end users including appropriate connectivity, security and accreditation if required. Where access is required over PSN, the customer is responsible for adhering to the Code of Connection and assigning appropriate IP addresses from their own allocation to their services hosted on the Skyscape platform. Management and administration of layers above the Hadoop Core Platform (for example data ingest, analytics jobs, visualisation, tool selection). Procurement of any additional partner services, product licences or subscriptions as required for the customer s specific implementation. Customers must be aware of the variable nature of the billing based on usage. The customer is also responsible for ensuring only appropriate data (for example OFFICIAL) is stored and processed by applications on this environment and that they comply with the Skyscape Security Operating Procedures (SyOps) and other information assurance requirements as specified in Skyscape System Interconnect and Security Policy (SISP) and associated accreditation documentation sets. Financial recompense model Refer to the 'Service levels' section earlier in this document. Technical requirements Customers will require appropriate network connection. Customers can choose from a number of options with Skyscape to access their environment, depending on their requirements. The list below provides a guide to what is possible but engagement with Skyscape may be required to explain and validate further. Assured OFFICIAL (lower-security domain) Standard internet connectivity over common protocols (HTTP, HTTPS, SSH) N3 for access to the Health and Social Care community. You will need to complete the N3 Information Governance Statement of Compliance process

17 PSN Assured service you need to be a PSN Service Provider or an HMG customer that has PSN certification. HybridConnect private circuit solutions including: CAS(T)-compliant connections (leased line, MPLS) using additional CPA/PEPAS overlay encryption Site-to-site VPN using standardsbased CPA-approved solutions Dedicated bonded fibre connectivity within the Skyscape data centre Non-CAS(T)-compliant connections (leased line, MPLS) using additional CPA/PEPAS overlay encryption Site-to-site VPN using standardsbased IPSEC solutions Dedicated fibre connectivity within the Skyscape data centre Elevated OFFICIAL (higher-security domain) Preferred connectivity is over a Government Community Network such as N3 or PSN N3 for access to the Health and Social Care community. You will need to complete the N3 Information Governance Statement of Compliance process (additional controls may need to be implemented to enable N3 access to the higher security IL3 domain) PSN Protected service you need to be a PSN Service Provider or an HMG customer that has PSN certification Legacy networks such as PNN, via the PSN Protected service Skyscape Secure Remote Access service HybridConnect private circuit solutions including: CAS(T)-compliant connections (leased line, MPLS) using additional CPA/PEPAS overlay encryption Non-CAS(T)-compliant connections (leased line, MPLS)