DataCentred Cloud Compute - Powered By OpenStack

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1 DataCentred Cloud Compute - Powered By OpenStack Service Description DataCentred Michigan Park Michigan Avenue Salford Quays M50 2GY United Kingdom Tel: enquiries@datacentred.co.uk

2 Contents DataCentred Cloud Compute Service Description... 2 Customer Benefits... 2 Example use cases... 3 Local Storage for Compute Resources... 6 Ephemeral Storage... 6 Persistent Storage... 6 Snapshots... 6 Billable Storage Resources... 6 Encryption... 6 Network Resources... 7 Service Provider Network... 7 Virtual Routers... 7 VPN Services... 7 Load Balancing Services... 7 Firewall Services... 7 IP Addressing... 7 Bandwidth... 8 Backup/Restore and Disaster Recovery... 8 Service Management... 8 Support Portal... 8 Compute Service Interfaces... 9 Ordering... 9 On boarding... 9 Service lead time... 9 Trial Service... 9 Billing Off boarding Termination Training Service Level Agreement Service Constraints Customer Technical Requirements Page 1 of 12

3 DataCentred Cloud Compute Service Description DataCentred s Cloud Compute Service is a next generation Infrastructure as a Service (IAAS) solution based on OpenStack, the leading Open Source cloud infrastructure software stack, which is backed by a consortium of leading IT vendors and developers ( ). The solution allows customers to self provision computing environments comprising fully virtualised networks, virtual machines and persistent storage volumes through either Graphic User Interface, Command Line Interface, or Application Programming Interfaces. The storage platform is based on Ceph which is an Open Source storage platform designed to present object, block, and file storage from a single distributed computer cluster. The storage API is fully compatible with the Amazon S3 and OpenStack Swift API s. Because our solutions are based on Open Source software, customers benefit from low cost, data portability and lack of vendor lock in to proprietary software and architectures. At the same time, because we are working with market leading Open Source frameworks and platforms, customers can have comfort that their applications will be supported and supportable long into the future. Customer Benefits Increasing pressures on IT budgets combined with the on going exponential requirements for computer processing means that many organisations are using computing on demand to balance and complement their existing infrastructure. DataCentred's Cloud Compute Service provides customers with several key benefits: Cost savings Because our services are based on Open Source software and commodity hardware we are able to offer high quality services at low cost. Flexibility With resources billed hourly, customers can pay for what they use and have full transparency of costs. We can support capped resource usage (for cost certainty), burstable resources (to meet fluctuating resource needs) and full API driven elastic resources to meet application needs on 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. Page 2 of 12

4 Flexible deployment and migration We support a range of deployment models including web portal, command line and API interfaces (OpenStack and AWS compatible). We also support DevOps deployment tools such as Puppet and Chef making our service ideal for the development of digital services. Choice of network access Customers are able to access DataCentred Cloud Compute 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. Example use cases Typical use cases of our Cloud Services include: Development and test environments Hosting of digital services Research and Education use cases, such as publishing research data, batch processing for research projects Application hosting Big data analytics Disaster recovery as a Service (DRAAS) Data warehousing File and object storage Page 3 of 12

5 OpenStack Tenancies An OpenStack Tenancy is a collective term for a combination of virtualised instances, storage, and networks which are all managed by the same administrator account. Each Tenancy is logically separated within the Cloud service so that client data is segregated securely. A DataCentred Cloud customer may have multiple tenancies which can be used to implement different projects. Each tenancy is a separately billable entity. Compute Instances Within each Tenancy a customer is able to create Compute Instances which are virtual machines running within the cloud service. Compute instances comprise an Image and a Flavour. The Image defines the Operating System software that will run on an Instance, e.g. Ubuntu Linux, or Microsoft Windows. The Flavour defines the resources available to the running instance e.g. CPU s, memory, networks, disks. Example Image: Ubuntu Flavour: dc1.1x2.80 which is a 1 virtual CPU machine with 2G of RAM and 80G of root disk The full list of available flavours is given in the G Cloud pricing addendum. Customers are allowed to select Operating System Images from those available within the platform or to import their own Images and licences, provided the licence is eligible for deployment in a Cloud service. Please check with your application provider, but in case of doubt we are pleased also to assist. Customers maintain responsibility for patching and monitoring server instances. Instance Billing Each instance type is a separate billable item. Compute instances are billed in pence per instance hour according to the rate table. Flavour: dc1.2x8 Rate: /hr Most Images that are available on the DataCentred OpenStack Cloud do not attract an hourly rate due to our bias towards Open Source software. For Windows, DataCentred can provide both Government (G SPLA) and Academic licences billed at an hourly rate for Windows Server and SQL Server, pricing according to the rate table. This is subject Page 4 of 12

6 to a registration process. Alternatively, as DataCentred is an Authorised Mobility partner, customers can import their own licences to the platform. The following Microsoft link gives details about how this works for Customers. gb/licensing/software assurance/license mobility.aspx#tab=2 For RedHat we can provide RHEL on an hourly basis in our platform. Red Hat licensing restricts licence mobility into our platform. There are of course a number of free licence Linux distributions available such as Ubuntu and Centos. Customer Images Customers can upload custom operating system images to meet their computation needs. Uploaded images cannot, however, be shared across tenancies, even when multiple tenancies belong to the same customer. Storage of custom images is charged at the prevailing rate for Persistent Storage. We support the upload and execution of all common disk and container formats, including: Raw: An unstructured disk image format Vhd: The VHD disk format, a common disk format used by virtual machine monitors from VMware, Xen, Microsoft, VirtualBox, and others Vmdk: Common disk format supported by many common virtual machine monitors Vdi: Supported by VirtualBox virtual machine monitor and the QEMU emulator Iso: An archive format for the data contents of an optical disc, such as CD ROM. qcow2: Supported by the QEMU emulator that can expand dynamically and supports Copy on Write aki, ari, and ami: Amazon image types. Notes Not all Image/Flavour combinations are available, certain Image types have minimum flavour requirements. For example Microsoft Windows Server requires at least 30GB root disk size therefore will not run on very small flavours. An ephemeral root disk of suitable size to accommodate the image operating system and nominal operation headroom is provided as part of the cost of a running instance. Page 5 of 12

7 Local Storage for Compute Resources Block storage for virtual machines, which appears as locally attached hard drives, is available in two forms, ephemeral and persistent. Ephemeral Storage Ephemeral storage appears as normal block storage but is destroyed when an Instance is terminated. By default the root filesystem device for an instance is stored on an ephemeral disk. Each Image has an allocation of ephemeral root disk at time of creation. The volume sizes are as given in the pricing schedule. When an Instance is suspended, however, its VM state is stored on disk, all memory is written to disk and retained, and the virtual machine is stopped. The Instance can be re started with data intact. Persistent Storage Persistent storage is, as its name suggests, permanent. Persistent storage devices may be associated with different instances across their lifetime. ie you may detach a persistent storage device from one running instance and attach it to another, in the same way that a physical hard drive may be removed from a physical server and installed in a different one. This storage is provided from our Ceph storage platform. Storage may be allocated to Instances in increments as small as 1GB. Persistent storage becomes chargeable once defined, whether it is attached to a running VM instance or not, however we don t insist on the pre allocation of large blocks of storage which are billed regardless. Once the storage is released by detaching from an instance it remains available as a storage device that may be attached to another running instance, retaining the data. However, once the device is deleted the storage is released and is no longer billed. Due to the distributed nature of storage management within Ceph the data on deleted disk is not readily recoverable. Within the Ceph platform all data is replicated 3 times to achieve high levels of storage durability. Snapshots Tenants of the DataCentred Compute service may take a point in time snapshot of any defined image. Each snapshot is a block level replica of the image it represents and uses equivalent storage. Storage of snapshots is charged at the prevailing rate for Persistent Storage. Billable Storage Resources Ephemeral and persistent storage, Snapshots, and Uploaded Images are all billable at the prevailing block storage rate for the particular class of storage. The storage used by an ephemeral root disks is not a separately billable item it is included in the instance hourly cost. 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. Page 6 of 12

8 Network Resources Each virtual host in a tenancy may be connected to one or more virtual networks to form topologies to fulfil the needs of particular requirements. Service Provider Network Service provider networks are networks which interconnect OpenStack tenancies with external networks. The commonest case of for a service provider is the public Internet. OpenStack tenancy networks may also be terminated on private networks present within DataCentred s facilities. Virtual Routers By default each OpenStack tenancy is provided with a Virtual Router which provides the ability to connect tenant networks to the public Internet or private networks external to the OpenStack platform. VPN Services DataCentred Compute service provides OpenStack VPN as a Service capabilities. This allows tenants to establish secure virtual private network connections between external customer networks (e.g. corporate networks) and OpenStack tenant networks. Load Balancing Services DataCentred Compute service provides two options for Load balancing service capabilities. The first is the native OpenStack Load balancing as a Service. This is a basic service with useful but limited functionality. It does not provide SSL termination. Because of this we also offer an option based on Compute Instances running fully featured Enterprise grade traffic management appliances. These provide a rich feature set with several tiers of capability to suit different requirements, including SSL offload. We provide pricing for a number of such appliances in the pricing schedule. Additional per VM hour charges apply for these Images. Firewall Services In addition to the default filtering provided by OpenStack networking and VM s, we provide the option for tenants are able to make use of Virtual Machines running Enterprise grade firewall appliances, providing additional functionality. Pricing is as provided in the pricing schedule. Additional per VM hour charges apply for these Images. IP Addressing Each Tenant on the Cloud platform are allocated a single IPv4 IP address for free the first external router (A customer can have multiple Tenants for segregated projects). Customers can request additional public IPv4 addresses to be allocated. As these are an increasingly scarce resource these are charged for to ensure that they are used efficiently. The quota can be extended on request. Page 7 of 12

9 Monthly billing for IPv4 addresses is based on allocated quota, whether the addresses are in use or not. Bandwidth Data transferred in and out of the DataCentred service platforms can be managed in a number of ways: Ingress of data and API requests from the public Internet into the Platform are not chargeable. Egress of data from the platform to the Public Internet is chargeable. The data transferred between virtual machines in the same Tenant networks is not chargeable. Tenants may choose to implement a Private Network Interconnect (PNI) between their networks e.g. 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 We recommend that all critical data is stored within the Ceph storage. Snapshots can be used to keep multiple point in time copies of data. 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. Numerous tools and software packages exist which allow the use of DataCentred s Cloud 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. 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 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 Page 8 of 12

10 Compute Service Interfaces The compute webui and API endpoints are hosted at We provide full exposure to the OpenStack API. Please refer to the following link for quick start information on OpenStack API. Tenants are limited to 2.5 million API requests per month (approx. 1 per second). The usage is not capped or rate limited but we reserve the right to make additional charges for high volume usage. We provide customers with access to the OpenStack Horizon portal which is a powerful management and dashboarding tool. For detailed information regarding Horizon s capabilities please refer to the following link. guide/content/openstack_user_guide.html 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. 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 compute and storage resources via the portal, through which they can also subscribe to additional compute and storage resources on an ondemand 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. Page 9 of 12

11 Billing For server instances, storage, load balancer instances, firewall instances 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. IP addresses are billed monthly in advance based on subscribed volumes. 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, for usage based services i.e. servers, load balancers, firewall instances, data egress all billing ceases when the resources are no longer being consumed. For enabling resources such as IP addresses, 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 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. There are extensive online resources for OpenStack including training guides. Page 10 of 12

12 guide/content/openstack_user_guide.html Service Level Agreement The target availability for server instances, 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 servers, 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 or failure to comply with the Supplier s Acceptable Use Policy. In the event of failure to achieve target service levels for server instances and/or storage 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 IaaS service charges for the affected server instance(s) and/or storage up to a maximum of 50% of the total prior month s IaaS service charges for the affected server instance(s) and/or storage. In the event of failure to achieve target service levels for the customer portal and subject to Clause 9.9 of the Master Service Agreement, 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 IaaS service charges up to a maximum of 50% of the prior month s total IaaS 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 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. Page 11 of 12

13 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 12 of 12