G-Cloud 6 brightsolid Secure Cloud Servers. Service Definition Document

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1 G-Cloud 6 brightsolid Service Definition Document December 2014

2 Contents 1 Introduction An overview of the G-Cloud Service Information assurance Backup and Disaster Recovery Monitoring On-boarding and Off-boarding processes Hypervisor and VM Images Elasticity Service Constraints Service Levels Ordering and invoicing process Data Location Trial Service Support Boundaries Expected Performance DR Backup Options Pricing... 5

3 brightsolid G-Cloud Service Definition Page 3 1 Introduction brightsolid s offer secure, highly available and fully managed Windows or Linux environments on enterprise class hardware. With over 15 years serving Government and NHS customers our aim is to deliver rock solid security, personal service and outstanding cost-performance. 2 An overview of the G-Cloud Service Virtual Private Servers Standard Service Features SLA s guaranteeing >99.9% availability Dundee-based Tier3+ data centres Nightly back-ups, patching and anti-virus included as standard 24/7 monitoring & support service Absolute security with dedicated customer vlans Tailored service to meet customer requirements Security to IL3 standard Further Options N3 connectivity Replication to second data centre Security certification up to IL4 3 Information assurance Our current security features and processes meet all the requirements of IL3 and have been formally certified with BS25999, ISO27001, ISO14001 and ISO9001 certifications 4 Backup and Disaster Recovery 5 Monitoring Each server is backed up to the brightsolid central backup cloud. This utilises the industry leading Veeam backup solution to ensure all virtual machines in the VMware infrastructure are backed up. Veeam is also application aware and can produce a crash consistent backup of each virtual machine. All backups will be replicated off site in our disaster recovery Data Centre and if explicitly required can also be backed off to tape, at additional cost, and stored in our offsite storage facility provided by Iron Mountain. Tapes can also be duplicated and provided for clients to store on their own premises if required. As part of brightsolid s managed service, we undertake extensive monitoring and reporting services using a range of industry standard tools. These tools can be configured to monitor and report to customer specific requirements. 6 On-boarding and Off-boarding processes The service can typically be live within 2 days of contracting once requirements are confirmed. brightsolid are happy to assist with any on-boarding requirements. In the event of a requirement to leave the brightsolid service in the future we commit to a full handover and support in migration to the new environment. There may be an additional charge for this service which will depend upon the effort required.

4 brightsolid G-Cloud Service Definition Page 4 7 Hypervisor and VM Images 8 Elasticity brightsolid use a VMware cloud with vsphere hypervisor as after extensive trials we are confident this offers the best cost performance for our customers. The OS images which are offered are: Windows 2008 R2 Windows 2012 Oracle Enterprise Linux Red Hat Enterprise Linux Ubuntu We typically use the latest stable version on release. Virtual Servers can be increased in size, typically with no interruption to service with approximately 2 days notice, although this can be significantly reduced in the event of an urgent requirement. The cost to the customer will just be the difference between the old and new services. 9 Service Constraints Any maintenance will be carried out a time agreed with the customer. 10 Service Levels brightsolid commit to delivering a 99.9% available service with 24/7 support as required. Details of specific service credit agreements, in the event agreed levels are not met, are dependent on the size of the environment and are therefore contract specific. 11 Ordering and invoicing process brightsolid requests written notification to proceed with a contract. Invoicing is either by a preagreed invoice profile. 12 Data Location 13 Trial Service Payment is 30 days from date of invoice. All data is stored within the UK. brightsolid s Dundee facility will be used as the primary site by default. brightsolid are happy to demonstrate our Virtual Private Servers with a trial environment for a limited period. 14 Support Boundaries brightsolid have a 24/7 UK-based support service.

5 brightsolid G-Cloud Service Definition Page 5 15 Expected Performance brightsolid are committed to 99.9% uptime performance 16 DR Backup Options Backups are taken on a daily basis from the dedicated backup server in the infrastructure utilising brick level backups and storage level. A full weekly backup is taken with daily incremental backups. If required, data can be stored off-site in a secure facility. Daily backups are retained for 7 days. 17 Pricing We are happy to tailor environments to meet the exact requirements of the customer. Pricing for our Virtual Private Servers starts at 125/month for a 1GB RAM, 1vCPU server with 80GB of SAS RAID 6 storage including patching, backups, anti-virus, monitoring and support. This increases to the Monthly pricing detailed below for larger environments: Additional RAID 6 SAS storage is offered at 115 per TB / month

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