Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide

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1 Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide

2 Table of Contents 1. DEFINITIONS SCOPE OF SERVICES HVD WEBHVD HVS STORAGE D TRANSPORT MANAGE DETAILED RESPONSIBILITIES AND ASSUMPTIONS GENERAL ASSUMPTIONS ANCERO RESPONSIBILITIES FOR HVD AND HVS ASSUMPTIONS FOR STORAGE D END USER RESPONSIBILITIES FOR HVD, WEBHVD AND HVS PHYSICAL-TO-VIRTUAL (P2V) MIGRATION TO THE DATA CENTER PLATFORM SUPPORT SERVICE LEVEL AGREEMENTS HELP DESK & SUPPORT SUPPORT HOURS RESPONSE VERSUS RESOLUTION TIME RESPONSE TIME OBJECTIVE Ancero, LLC Page 2 of 9 V022215

3 1. DEFINITIONS Both Parties refers to Ancero and Customer, collectively. End User is a Customer that purchases HVS or HVD services and anything else from Ancero through a formal agreement. End User Approval refers to an or facsimile sent from Customer, which Ancero uses as authorization to perform a particular task for the Customer, or to approve an upgrade or installation of a particular item. Services refers to the following: HVD is a co-managed subscription-based hosted desktop. WebHVD a web based hosted desktop powered by HTML5 as an extension to Google Chrome. HVS is a co-managed subscription-based hosted server. Storage D3 is subscription-based storage using D3 protocol with no data transfer fees. Transport connectivity leveraging p2p VPN, MPLS, and direct connection. Service Commencement Date is the date Ancero makes the virtual environment available for use to the End User and begins billing for the Services. Service Level Agreement (SLA) is the specific agreed upon terms and commitments relating to the quality of the service deliverables. Software refers to any third-party electronic application(s) licensed, purchased or otherwise obtained by Ancero and hosted, operated, or otherwise used by Ancero to provide its Services. Where dincloud and Reseller mutually agree on the feasibility and need to provide the End User with a limited time and limited scope evaluation period, the first fifteen (15) days of the Initial Term of the individual Statements of Work will be offered as a proof of concept, as defined in the Service Order Agreement (SOA). 2. SCOPE OF SERVICES Ancero will provide its Services to the Customer as of the Service Commencement Date. HVD technology delivers a Windows-based computing environment similar to a traditional PC, accessible from a secure virtual private data center through a high-speed Internet connection, providing an End User with access to their corporate data and infrastructure from most Windows, Mac, Linux, Android or ipad devices. HVS will allow an End User to install applications on a hosted virtualized server accessible through online tools that allow a full range of management and administration capabilities. All HVS environments require the purchase and provisioning of a virtual firewall as part of the service. End Users will be able to create virtual desktops, virtual servers, virtual private networks (VPN), and virtual firewalls from a single web interface. As part of its core offering and scope of service, Ancero agrees that its Services will cover the following offerings which End Users can subscribe to: 2015 Ancero, LLC Page 3 of 9 V022215

4 3.1 HVD Ancero s hosted virtual desktop (HVD) is the result of virtualizing the Microsoft Windows operating system and providing the solution via a hosted subscription-based model. Multiple layers of physical and virtual security are then managed through customized policies created within the environment by the End User. Data is maintained on a SAN (Storage Array Network) attached to the physical servers hosting End User s virtual desktops. HVD offers one-to-one mapping of a desktop to an End User, which means each user gets a unique desktop, managed and maintained by the End User, which is not shared with any other user. The features of HVD include the following: o Access mobility between Windows, Android, Linux, Macintosh, and ipad from the Internet o 2 virtual processors o 3GB of memory o 40GB of data storage o Windows Server 2008 R2 64-bit operating system (or other designated operating system) o Desktop virtualization software o Virtual firewall o Data center infrastructure for virtual desktop o Virus protection o Storage of data via snapshot is taken as 1 per day and retained for 10 days. o Patch management for hypervisor and virtual data center o Access to provision and de-provision virtual desktops o Allow user-installed applications 3.2 WEBHVD Ancero s webhvd is a hosted virtual desktop with built in remote access facility. No VDI setup is required to access webhvd. This remote desktop capability will go in parallel with the platform s preferred VDI technology that makes HVD accessible on any device, anytime and anywhere. The webhvd platform provides End Users with a quick and easy way to access their hosted virtual desktops through their Google Chrome Browser using the webhvd Chrome application. Due to its simple and easy setup process, End Users are up and running without any hassle. webhvd is the most secure offering. The platform takes a snapshot of the entire environment one (1) time per day, and each snapshot is retained for ten (10) days. Unlike a regular desktop, there is no limit to the amount of CPU, memory or disk that you can add. Turnkey hosted virtual desktop (HVD) No VDI setup required Adobe Flash supported Access HVD on slower connections Excellent audio support Accessible from Windows, Linux, Mac OS X and Chrome OS Supports high resolutions Ability to leverage your onsite Active Directory or assign virtual desktops to complete strangers Microsoft Silverlight supported 3.3 HVS Ancero s hosted virtual server (HVS) is designed specifically to provide security, control and usability. It supplies End Users with a virtual private data center that includes its own firewall, virtual servers, virtual network, and encrypted object oriented storage Ancero, LLC Page 4 of 9 V022215

5 The platform s self-service portal lets the End User custom configure the number of virtual CPUs, amount of virtual memory, and size of the disk space for each virtual server. Changes in these configurations are reflected on the monthly service invoice. HVS has the following features: Monitoring of virtual infrastructure resources to ensure performance Security: o Tier 3 data center (minimum) o Dedicated firewall/vpn o Active Directory integration o Virus protection Backups: o Snapshot is now one (1) per day. o One (1) full snapshot retained for ten (10) calendar days o For an additional charge, data can be retained for longer periods Point-to-point VPN access: connect to existing infrastructure via IPsec VPN site-to-site tunnel 3.4 STORAGE D3 Storage D3 is a customizable, hosted data storage service specifically architected for End Users seeking a storage service to save their data on cloud. Storage D3 is offered with no data transfer fees. You can leverage cloud storage with the platform s D3 servers: Via the internet (public), via Transport (private) at up to 1gbps, or through select Equinix data centers on a direct 10/100/1000/10g link Storing three (3) copies of your data; many providers store only 1 or 2 copies Encryption of all data 3.5 TRANSPORT Transport leverages all the most popular carriers into a single private network with end-to-end Quality of Services ( QoS ) which is a full mesh between all sites. This means direct access to all your virtual servers, desktops, storage, SIP trunks, hosted phone system & more. Using Cisco and other popular network devices, its easy to implement designs which allow automatic failover. In addition, we have multiple upstream peering points in Los Angeles and Chicago with all our carriers to ensure end-to-end redundancy. Other benefits include: Connect all your locations full mesh to each other Connect all your locations full mesh to the Cloud Use p2p VPN via the public Internet Use private MPLS connections across numerous popular carriers Use private cage-to-cage transport connections at select Equinix datacenters Create a single unified full mesh network for all sites to/from the Cloud Enjoy full QoS end to end on private links (MPLS, Direct Connect) Add SIP trunks to an existing phone system at any location with SIP or analog, T1, T3 handoffs Add hosted IP phones (Cisco, Avaya, etc.) at any location 3.6 MANAGE Manage is an online application that enables End Users to configure virtual data centers securely in the cloud, giving them complete control of their own environment, including virtual desktops, virtual servers, virtual firewalls, network security resources, and storage. Manage automates the provisioning process, which reduces the time required to add 2015 Ancero, LLC Page 5 of 9 V022215

6 virtual desktops and virtual servers to their infrastructure, enabling technology-as-a-service. Manage is included with HVD, WebHVD and HVS at no additional cost. 4. DETAILED RESPONSIBILITIES AND ASSUMPTIONS 4.1 GENERAL ASSUMPTIONS Amounts quoted and initial proposed statements of work based on preliminary discussions with End Users may be revised after subsequent detailed technical discovery calls. If any platform vendor, such as Microsoft, VMware and Citrix, unilaterally increase the license fee they charge for their Software products, Ancero may correspondingly increase its service rates. Where such Software forms part of a bundle, this bundle price shall also be adjusted to reflect the change. No such change shall be enforced, however, without giving ten (10) calendar days prior notice. Such changes will not affect End User s previous month s billing. End User approval must be communicated back to Ancero before any changes to an End User s production environment will be made excluding system emergencies. 4.2 ANCERO RESPONSIBILITIES FOR HVD AND HVS In the delivery of the Services, Ancero s responsibilities are: Support the End User through the provisioning of the services ordered and setup through Manage Plan, co-ordinate, and execute all maintenance tasks scheduled or emergency Provide End User with notification prior to any maintenance period Provide End User with a service activation communication on the Service Commencement Date Manage the infrastructure and the hypervisor Configure the firewall/vpn on the platform side of the infrastructure Notify End User of any issues related to the platform environment Advise End User when End User environment is ready for testing, and then provide appropriate access Provide basic training sessions and a user guide for Manage Notify End User regarding any change in price and send an updated copy of the Schedule of Charges Acknowledge receipt of End User notification of equipment or network configuration changes that affect the Services provided for herein 4.3 ASSUMPTIONS FOR STORAGE D3 Ancero makes the following assumptions: Customer will use a Storage D3 compatible application and connect to the Storage D3 service via Internet Private Links (P2P VPN, MPLS, Direct Connection) Customer will be billed monthly for the amount of storage utilized (This is a metered service) 3 copies of all data will be stored in the platform s encrypted object oriented cloud storage system No transport fees will be charged; unlimited data via the Storage D3 service may be moved in/out of the Cloud; provided, however, that professional service fees may apply for large data transports that require the assistance of an Ancero engineering resource. Fees will also apply to any request for a data transport that requires a copy ship process. 4.4 END USER RESPONSIBILITIES FOR HVD, WEBHVD AND HVS Unless Ancero is otherwise contracted to assist under a professional services engagement, the End User is responsible for the following: 2015 Ancero, LLC Page 6 of 9 V022215

7 Make any necessary changes and configure the firewall/vpn on the End User-side infrastructure to connect to the platform Provide a VPN connection using standard protocols, a point-to-point private line, or MPLS connection between the platform and the End User's end points Test connectivity to End User's site Actively work with Ancero to test and troubleshoot the network, such as providing ping and trace route results (In some cases, the End User may need to provide a remotely accessible computer local to the End User's site and then grant administrative access to Ancero personnel to install tools for testing.) Migrate the baseline data by transferring data via site-to-site VPN or FTP from within Manage. (See section 6.6) Manage the operating systems (including updates and patches) Manage operating system-level and/or directory-level security Validate that all End User applications are compatible with HVD and HVS platform. Install and maintain End User applications (including updates and patches) Ensure compliance with licensing for applications installed by End User If applicable, perform the necessary tasks to integrate End User's Active Directory and/or Active Directory Federated Services into the platform Validate that all printers, copiers and scanners are compatible with HVD and HVS platform Notify Ancero of all significant changes to volume size Abide by procedures detailed within the SLA documents Responsible for its equipment outside of the platform Notify Ancero of equipment or network configuration changes that affect the Services provided for herein Perform authentication process required to determine the identity of its users and their authorization Notify Ancero in advance of any material changes that may impact Ancero s ability to render service Assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems during the provisioning and ongoing support of services Customer must maintain dedicated, high-speed Internet service or other direct connectivity in accordance with the minimum bandwidth requirements required to support the volume of data Customer agrees to maintain antivirus protection on all HVD and HVS systems during the term of service. 4.5 PHYSICAL-TO-VIRTUAL (P2V) MIGRATION TO THE DATA CENTER Under certain circumstances End User will require Ancero to perform physical-to-virtual (P2V) conversion of the End User s infrastructure. In these cases Ancero engineers will determine the storage requirements and coordinate with the End User to create a data migration plan. Most often, data migration for a P2V conversion will be via USB drive, hard disk drive, or WAN connection. Occasionally, depending on connectivity and bandwidth, a site-to-site VPN or dedicated circuit may be used. An Ancero engineer will then set up the architecture, including public IPs, internal IPs, and open ports. The time to complete these migrations will be fee based via a statement of work and will depend on multiple factors, such as: Size of the data Drive port and data transfer rate (USB 2.0 or USB 3.0) Operating System compatibility (Ex: Windows and Linux are compatible) Data format (OVF, OVA, VMDK, or VMX only) 5. PLATFORM SUPPORT Platform support is limited as follows: For HVD and WebHVD, platform support is available 8:00 AM to 5:00 PM (End User's local time, U.S. only), Monday through Friday, excluding federal holidays. Additional support is available for an additional monthly subscription fee. For HVS, platform support is available twenty-four (24) hours a day, seven (7) calendar days a week. For Storage D3, platform support is available twenty-four (24) hours a day, seven (7) calendar days a week Ancero, LLC Page 7 of 9 V022215

8 Support tickets can be created via phone by calling the Ancero Service Desk at (856) (Option 1), or by sending an to 6. SERVICE LEVEL AGREEMENTS For HVD, WebHVD and HVS, Service Level Agreements are published online by the platform provider at For Storage D3, downtime (or system unavailability) is defined as (a) the network being unavailable for any amount of time or (b) the storage system returning a server error response during two or more consecutive ninety (90) second intervals. In these instances access to engineering technical support will be provided within four (4) hours of the creation of a Service Desk ticket. 7. HELP DESK & SUPPORT 7.1 SUPPORT HOURS Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete system outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. 7.2 RESPONSE VERSUS RESOLUTION TIME It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support. A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem. Ancero s HVS and HVD solutions are not intended to be a guarantee of system or network functionality. All services provided by Ancero will be tracked and managed via Ancero s ticketing system. Ancero will not be responsible for interacting with or updating any third party ticketing system. 8. RESPONSE TIME OBJECTIVE Ancero provides all HVS and HVD customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero: 2015 Ancero, LLC Page 8 of 9 V022215

9 Severity Code Severity Initial Response Time Escalation P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the covered device at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance, patching and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered non-critical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants Ancero, LLC Page 9 of 9 V022215

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