DataCentred Cloud Storage

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1 Service Description DataCentred Michigan Park Michigan Avenue Salford Quays M50 2GY United Kingdom Tel:

2 Contents Service Description... 2 Service Features... 2 API Availability... 2 Durability... 2 Bulk Upload/Ingest... 2 Encryption... 2 Bandwidth... 2 Backup/Restore and Disaster Recovery... 2 Customer Benefits... 3 Example use cases... 4 Service Management... 4 Support Portal... 4 Ordering... 4 On boarding... 5 Service lead time... 5 Trial Service... 5 Billing... 5 Off boarding... 5 Termination... 5 Training... 6 Service Level Agreement... 6 Service Constraints... 6 Customer Technical Requirements... 7 Page 1 of 7

3 Service Description The solution is built using the Open Source Ceph software which is designed to present object and block storage from a distributed cluster. The system is designed to be both self healing and self managing and strives to reduce both administrator and budget overhead. Ceph is completely distributed without a single point of failure, it is highly scalable and fault tolerant. We provide Amazon and Swift compatible API s access via RESTful HTTP/S protocols. The platform provides block device access for traditional workloads, and POSIX compatible filesystem access to provide DataCentred s Cloud Compute environment with cost effective solutions for all common data storage scenarios. Service Features API Availability API availability relates to the availability of the HTTPS service endpoints. Target availability of the Ceph API endpoints is 99.99%. Durability Durability of the service defines ability to retrieve data stored on the platform when the API endpoints are available. Durability of the data stored in the Ceph platform is 99.99%. Please note that durability is unrelated to recovery of data from snapshots or backups. Bulk Upload/Ingest DataCentred can provide bulk upload and ingest services for large amounts of data. Large volumes of data can be delivered on external storage devices for high speed upload onto the storage platform. Encryption Data is not encrypted by default, as our recommendation is that we do not have access to customer encryption keys to ensure the highest level of security. We can assist customers to recommend appropriate client side encryption tools. Bandwidth Ingress of data and API requests from the public Internet into the Ceph storage platform are not chargeable. Egress of data from the platform to the Public Internet is chargeable at the prevailing rate. Tenants may choose to implement a Private Network Interconnect (PNI) between their networks eg PSN or N3, and the DataCentred platform in order to minimise latency and variable costs. In this case there are setup and fixed monthly port charges, but no volume based bandwidth charges will be applied. Backup/Restore and Disaster Recovery Data stored in the Ceph platform is replicated across a large number of physical machines. Ceph proactively maintains 3 replicas of every object across the cluster. If a node in the cluster fails Ceph automatically creates additional replicas of objects which have been lost. Page 2 of 7

4 Numerous tools and software packages exist, which allow the use of DataCentred s Cloud Storage Platform as a destination for backups as part of a client s backup and/or disaster recovery plans. We don t presently operate more than a single node so we recommend that customers retain a second copy of business critical data at a remote location. We plan in future to have additional Cloud nodes in geographically separated data centres. Customer Benefits Organisations are seeing a huge rise in the requirement to store data. More and more data is being created and there are compelling reasons to keep this data around, both from a commercial imperative in terms of extracting value through analysis, and in terms of regulatory requirements. In both of those cases, having access to low cost bulk storage platforms is essential. DataCentred's Cloud Storage Service provides customers with several key benefits: Cost savings Because our services are based on Ceph and commodity hardware we are able to offer high quality services at low cost. Flexibility With metered hourly billing customers can choose the appropriate level of storage, only pay for what they use and have full transparency of costs. Elasticity Our storage cloud scales indefinitely meaning that customers no longer have to worry about storage provisioning to cope with growth or peaks in demand. Security Hosted in our fully owned and operated Tier 3 UK data centres and supported wholly by UK accredited Operations, Government customers can be confident that we can support their accreditation needs for sensitive data. Support DataCentred employs highly trained engineering teams operating in a DevOps support structure i.e. the same team who develop our services also support it. Customers can therefore be confident of immediate availability of skilled resources to fix their problems quickly rather than transiting several scripted support tiers before reaching someone who knows what to do. This support is available 24*7*365 and provided as part of the service. There are no service ticket based charges. Compatibility Our storage solutions are fully compatible with Amazon S3 meaning customers can capitalise on the full range of existing S3 compatible applications. Choice of network access Customers are able to access our cloud privately using a range of service providers who have physical capacity present in our data centre including BT, Vodafone, Virgin Media, Zayo and Level3. PSN connectivity is available from BT, Vodafone, Level 3 and Virgin Media. N3 connectivity can be provided by BT through the N3 service organisation. Page 3 of 7

5 Example use cases 15 petabytes of data are produced globally every day; with more and more data sources coming online in the connected world, this is growing exponentially. Organisations are seeing a huge rise in the requirement to store data. More and more data is being created and there are compelling reasons to keep this data around, both from a commercial imperative in terms of extracting value through analysis, and in terms of regulatory requirements. In both of those cases, having access to low cost bulk storage platforms is extremely attractive. Distributed object stores designed from the ground up to handle the data loads of the future are the emerging solution for large scale storage requirements. Typical use cases of our Cloud Storage Services include: Real time access Data archival Disaster recovery as a Service (DRAAS) Data warehousing Big Data projects Object storage Media and content libraries Service Management All service management processes follow ITIL (ISO20000) and PRINCE2 standards. We offer a range of support options from operational service levels through to full architecture and design assistance. Support Portal The DataCentred Portal located at https://my.datacentred.io provides a focal point for customer related information and activities, including: Management of support requests Self service user administration Management of resource allocation and usage The storage API endpoint is hosted at https://storage.datacentred.io Ordering The order form forms part of the service schedule which is appended to our Master Services Agreement which in turn falls under the G Cloud terms and conditions. The customer is requested to fill out legal entity, billing and contact information and once the signed order is received the Customer is provided with access to the service. Page 4 of 7

6 On boarding Upon receipt of a service order, the customer s billing account and service account will be set up. The designated customer administrator will then be able to set up and manage their own users via the support portal. Service lead time DataCentred will set up a new customer within 2 working days of receipt of order. Once a customer is set up on the system then they have instant access to storage resources via the portal, through which they can also subscribe to additional storage resources on an on demand basis. Trial Service As customers frequently wish to evaluate a service prior to committing to a contract or spend, DataCentred provides a trial service for up to 2 months for a fixed set of compute and storage resources which should be sufficient to allow a customer to carry out a meaningful application deployment and functionality test. The scope of this is detailed in the pricing schedule. This may be extended in scope and timing by prior consent. Billing For storage billing is performed monthly in arrears based on actual usage as metered hourly according to the rate table. Data transfers are billed monthly in arrears based on total volume of data egress from the platform during the month. Device hosting and private cross connects are billed monthly in advance upon delivery. Installation and configuration support services (where requested) are billed monthly in arrears based on hours worked. Off boarding Customers are responsible for the off boarding of their data. DataCentred support snapshot export or clients can request that we copy their data to media that they provide to make copies of their data which can be shipped to the client at their expense. DataCentred will support those customers who require support with their off boarding requirements on a time and materials basis, in accordance with fees set out in the SFIA Appendix. Upon service termination, DataCentred will ensure that all customer data is deleted. We will retain the data in storage for a grace period of 2 weeks unless otherwise agreed. Termination Where the customer is operating on a usage only contract all billing ceases when the resources are no longer being consumed. For enabling resources such as device hosting and cross connects, such services are billed monthly and subject to 30 day cancellation i.e. billing will cease 30 days after termination request. Charges may apply for labour resources requested to support client migration of data from the platform (see below). This is not mandatory as clients are able to off board their data from the Page 5 of 7

7 platform without DataCentred s intervention or support (egress charges may apply if this is through the public Internet). Where customers have entered into a spend commitment for a fixed term, they will be liable to pay the due charges for the residual term of the contract. Training Each new customer will be provided with a one hour introduction to the service and DataCentred s support processes as part of on boarding. Service Level Agreement The target availability for storage and associated network infrastructure is 99.99%. The target availability for the customer management portal is 99.9%. Availability is measured each Calendar month. The storage or customer management portal will be considered unavailable if they are not reachable and this is not caused by scheduled or emergency maintenance, acts or omissions of the Customer, failure of Customer supplied software and networks, failure of VPNs to the customer, malicious attacks, force majeure events as defined in the Master Service Agreement or failure to comply with the Supplier s Acceptable Use Policy. In the event of failure to achieve target service levels for storage and the Customer will be eligible to claim for service credits for each half hour s loss of service or part thereof at a rate of one thirtieth of the prior month s Cloud service charges for the affected storage up to a maximum of 50% of the total prior month s Cloud service charges for the affected storage. In the event of failure to achieve target service levels for the customer portal the Customer will be eligible to claim for service credits at a rate of one day s service charges for each hour s loss of service or part thereof at a rate of one thirtieth of the prior month s total Cloud service charges up to a maximum of 50% of the prior month s total Cloud service charges. Service Constraints DataCentred s infrastructure is highly resilient and distributed in nature so the number of events which may require an infrastructure downtime will be limited. Our standard maintenance windows are: 0:00 06:00 UK local time Monday to Friday 08:00 to 20:00 on Saturdays 08:00 to 14:00 on Sundays and public holidays Planned maintenance will be notified to customers at least one week in advance. If planned maintenance is service impacting, this will be notified 30 days in advance. Emergency maintenance may be needed where there is a risk to service. Where possible such maintenance will be scheduled Page 6 of 7

8 during the maintenance windows with at least 24 hour s notice. Customers may request suspension of maintenance work during specific time periods. Given enough notice we will do our best to plan around these requirements. The exact timing of any maintenance will be at the sole discretion of DataCentred s Operations and Management teams. Customer Technical Requirements In order to make use of the DataCentred Cloud platform customers will require: Good quality public Internet connectivity Workstations with management software appropriate to the task being carried out. This includes CLI and GUI tools. Appropriately skilled staff. Page 7 of 7

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