Private Cloud for Dynamics AX

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1 Private Cloud for Dynamics AX

2 Why consider Private Cloud for Dynamics AX? Microsoft Dynamics AX is a flexible, feature rich product which, if managed and supported proficiently, delivers significant business benefits including an impressive return on investment. However, those benefits are quickly eroded if the system becomes unreliable or fragile. To get the best from Dynamics AX it is imperative that: It is deployed using a fit-for-purpose platform comprising correctly specified hardware, software and network connectivity Those responsible for support have detailed knowledge of Microsoft technologies on which AX depends and interacts, such as Windows Server 2012, SQL Server 2012 and SharePoint 2013 A robust Service Level Agreement applies which includes guaranteed availability, fix times and problem escalation when necessary. Most internal IT departments have the capability to deliver a wide range of general support, but lack the in-depth expertise required to effectively support complex applications like Dynamics AX. Insite solves this problem and manages business risk by providing Private Cloud Services. What is Private Cloud for Dynamics AX? Insite s Private Cloud enables its clients to leverage the power of Microsoft Dynamics AX and focus on core business activities whilst benefiting from cost savings and industry leading availability. The solution is based on quarterly fees which include infrastructure rental, software rental, proactive monitoring, support and secure hosting services required to deploy Microsoft Dynamics AX. Private Cloud contracts can be flexed up or down on a quarterly basis and normally have a minimum duration of three years. AX Private Clouds include items highlighted blue in the diagram below: High availability Internet connectivity Dynamics AX can be securely accessed using the Internet or a private wide area network. Non-stop Internet access is ensured by: High performance, multi-homed Internet connections from two different Internet Service Providers Clustered EAL-4 firewalls provide enterprise class protection of all infrastructure under management Cisco Intrusion Detection Sensors protect against complex attacks, automatically killing connections if suspicious activity is detected Clustered AEP Netilla platforms provide secure browser based access to Citrix or Terminal Server desktops from any location with an Internet connection. Microsoft Dynamics AX Microsoft Platforms SharePoint 2013 SQL Server 2012 SQL Analysis Services SQL Reporting Services Remote Desktop Services Printing Windows Server 2012 High Availability Active Directory Connectivity Remote Access Hardware

3 Private Cloud benefits Clients have peace of mind and can concentrate on their core business as Insite takes total responsibility for the availability and delivery of Dynamics AX Clients do not have to procure hardware or software Private Cloud fees include everything required to successfully deploy Dynamics AX Clients do not have to worry about hardware obsolescence or costly refresh cycles Clients have access to a team of experienced specialists ensuring that IT personnel never become a bottleneck Insite delivers all on-going support including patch management, anti-virus updates and SQL database administration. Key features Secure, always on infrastructure Insite can deploy Dynamics AX using high availability infrastructure with no single points of failure. This allows us to guarantee application availability of >99.95%. Standard availability infrastructure is also available. No Capital Costs Hardware and Microsoft Classic software required by Dynamics AX are included in monthly fees. Insite only utilises class-leading HP Proliant Servers and HP 3-PAR Storage Area Networks. Dynamics AX infrastructure comprises a hybrid of physical and virtual servers dedicated for the exclusive use of each client. 24 x 365 continuous monitoring & alerting Insite uses sophisticated software to continuously monitor the health of the Dynamics AX platform. This facilitates pro-active support which greatly enhances system uptime. When an alert is raised it is forwarded to our 24 x 365 service desk which takes appropriate action. Business ready support Insite s experienced support team undertake daily administration and on-going support of the Dynamics AX platform with multiple AX installations under management, our service is second to none. Our Enterprise support option ensures Critical faults are diagnosed and resolved 24 x 7 to ensure Dynamics AX is always available at the start of every working day. Standard support provides cover between and Monday to Friday, excluding public holidays. Change Management Insite takes responsibility for all changes to the Dynamics AX platform. Insite uses ITIL best practice to ensure that changes are made in a controlled way to minimise the risk of business disruption. Change Requests are authorised by both parties and include a regression path. Capacity planning Insite undertakes capacity planning twice per annum. A report is submitted which includes current utilisation, available capacity and recommendations for enhancements and upgrades. Service Level Agreement The Private Cloud is governed by a stringent Service Level Agreement (SLA) which specifies response times, fix times for support issues and overall system availability. As importantly, Insite guarantees >99.95 % availability for Dynamics AX if high availability infrastructure is implemented and >99.9% for standard availability infrastructure. If we fail to achieve this figure service credits apply. Patch management Insite takes responsibility for applying hot fixes, security updates and service packs to the Dynamics AX platform within a maintenance window agreed in advance with the client. Backups Insite takes full responsibility for data backups. In addition, our SQL Server Database Administrators ensure that best practice maintenance plans are always in place to optimise the performance of Dynamics AX. Security accreditations Insite has been independently audited and holds ISO and IL3 accreditation. Data Centre The Dynamics AX platform is located in a secure, purpose built, Tier 3 data centre. A detailed data centre overview is available on request. Obsolescence / Hardware Refresh Insite refreshes AX infrastructure every five years to ensure it remains fit-for-purpose.

4 Service Level Agreement Proactive support Insite guarantees monthly application availability of >99.9%. If we fail to achieve this figure service credits apply. Reactive support The response and fix times for support calls are detailed below: Priority Definition Response Time Total Fix Time CRITICAL Complete application failure or major disruption to normal 1 hour 4 hours (P1) business operations HIGH Partial application failure or a fault which effects all users at a single 2 hour 6 hours (P2) location causing significant disruption to business operations MEDIUM A fault that effects a workgroup with little effect on normal 4 hour 10 hours (P3) business operations LOW A fault that effects individual users that does not have any impact on 8 hours 16 hours (P4) normal business operations In addition to the call priorities above a Quick Assist call category provides 15 minutes response and 30 minutes fix time for calls that can be resolved quickly such as resetting passwords and thin client sessions. Insite: A bespoke mid-market service

5 Company overview Established in 1994, Insite is an IT Service Provider which helps clients achieve their business goals through the adoption of fitfor-purpose IT. Insite s business model focuses on the SME marketplace and is based on the quality of client engagements, not the quantity. Insite has been implementing and supporting MS Dynamics AX infrastructure since We currently provide Dynamics AX managed services, including secure infrastructure hosting for: Greenwich Leisure Limited Norland Managed Services Crew Clothing RioTinto (Anglesey Aluminium) Tarmac Building Products TCSJOHNHUXLEY In addition we designed and implemented AX infrastructure for Audio Technica, Jarvis Rail and PwC. Insite specialises in transformational outsourcing, with proven expertise in identifying IT shortfalls, making IT fit-for-purpose and leveraging technologies which save money or improve efficiency. Insite owns and operates a Tier 3 data centre in Tunbridge Wells and co-locates with Tata Communications for clients with global networking requirements. Tata Communications has one of the largest global networks in the world, with a strong presence in Africa, America, Asia Pacific, Australia, China, Europe, India and the Middle East. Insite is a successful, privately held company. This allows us to plan for the long term and invest in high quality expertise, facilities and resources. Insite is an IL3 and ISO accredited company. Additionally, Insite is a Microsoft Certified Gold Partner and a VMware Enterprise Reseller. Insite is an agile business with an exceptional pool of technical talent. We are passionate about what we do and take the utmost care of our clients. Most importantly, we do not suffer from the apathy normally associated with our peer group.

6 Customer Testimonials Our IT infrastructure was creating business issues, which were affecting our users worldwide. Insite took the time to understand our business, stabilised our infrastructure and drastically improved service levels. Insite is now trusted to provide around the clock second and third line support for our global users. Toby Osborne - Financial Director GLL is the largest operator of public sports and leisure facilities within London, managing over 65 centres across the region. Our services operate seven days a week and have 20 million visits per annum, so we need IT services that are responsive and robust. Our chosen partner is Insite and they have been an important and trusted part of our business continuity and success. Peter Bundey - Deputy Managing Director Insite provides mission critical support and hosts our core business application, Microsoft Dynamics AX. We have a great working relationship with the Insite team and trust them to ensure the application is always available. Barry Robinson - IT Director Insite Ltd. Insite Data Centre, Unit 21, Chapman Way, Tunbridge Wells, Kent TN2 3EF Telephone +44 (0) ISO27001: Copyright 2014 Insite Corporation. All rights reserved.

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