Backup to the Cloud Service Definition

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1 Backup to the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Backup to the Cloud service to enable organisations to leverage a cost efficient, reliable and secure Cloud based repository for their backups eliminating the requirement for unreliable and difficult to manage tape based solutions. SynApps is a leading provider of enterprise content management (ECM) solutions and associated consultancy, implementation and support services. SynApps is 100% focused on ECM and is generally acknowledged by ECM vendors, SIs and its customers as an organisation that employs the foremost ECM subject matter experts in the UK and provides the highest level of customer service. Skyscape is the service provider of choice for Assured Cloud Services - a scalable service which provides flexible and tailored solutions for the UK Public Sector. Skyscape Assured Cloud is a UK sovereign, secure service with data in named, accredited data centres, which utilise the partner technology and efficiency of the Skyscape Cloud Alliance. Skyscape has a rich catalogue of services across the three Cloud Service Models in IaaS, PaaS and SaaS with meaningful, industry leading SLAs that are aligned to business and based upon the ITIL Service Management framework. Skyscape is acting as a subcontractor to SynApps for the provision and support of Cloud infrastructure. Service and Product Features Backup to the Cloud provides a secure and scalable solution to the increasingly challenging issue of handling vast data growth. The Backup to the Cloud solution allows organisations to avoid the cost of maintaining and upgrading complex backup solutions. The solution provides the following features: Flexibility for Growth the solution scales indefinitely, providing an end to capacity management issues that plague tape-based and on-premise systems. Metered Billing organisations are charged based on how much capacity is consumed a true pay-as-you-grow model. Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres and can benefit from QinetiQ s Protective Monitoring solution.

2 Example Use Cases Organisations that have small remote offices with modest data requirements and wish to backup to the Cloud rather than having to install and maintain complex backup solutions. Organisations wishing to copy traditional backup media to the Cloud (e.g. they may be concerned that their tapes may not be readable in many years time). Organisations that require a secure repository to store backups for long term retention (e.g. to meet 7 year retention requirements). Service and Product Features Backup to the Cloud provides the following features: Cloud Optimised Storage The Backup to the Cloud solution is based on EMC s Atmos Cloud Storage platform. Atmos was designed for Cloud Storage and provides inherently secure and scalable data capacity. Standards based connectivity accessed via standards based SOAP and RESTful API s. This provides greater scalability compared with traditional CIFS and NFS based solutions. Manual or Automated Data Transfer Organisations can choose to either manually upload data into the Backup to the Cloud solution or can opt to use a range of solutions, such as EMC Networker, CommVault, Riverbed, etc. Flexible Protection levels: o Local Protection (GeoParity) data is written across multiple disks and multiple nodes to ensure that data remains available even if a drive or node should fail. o Remote Protection (Replication) data is written to one UK data centre and copied out to a second UK data centre to ensure that data remains available even if an entire site/data centre should fail. o Data Retention data can also be tagged with a policy which prevents its deletion until it reaches a specified age (e.g. 3 years, 7 years, etc). An overview of the G-Cloud Service (functional, non-functional) SynApps Backup to the Cloud provides a secure, cost-effective and highly resilient repository which organisations can trust to store their valuable backup data.

3 Information Assurance Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Suitable for IL0, IL1, IL2 and IL3 data. All datacentres are highly resilient, Tier3 and UK sovereign. Connectivity Available Connectivity via the internet or a government secure network (PSN, GSI, PNN, N3, etc.) is standard. Level of backup/restore and disaster recovery that will be provided Organisations can choose from a range of protection levels. BASIC data is stored in a single named UK Data Centre with no additional data protection and the most cost-effective price point. This is typically suitable for storing a second copy of data where you can recreate or restore the data from a primary copy in the event of data loss. STANDARD data is stored in a single named UK Data Centre with data protection using EMC GeoParity coding which provides a degree of fault tolerance and so improves data durability. ENHANCED data is stored in two UK sovereign Data Centres, with a copy maintained in a primary named UK Data Centre and copied to a geographically remote UK Data Centre. This provides the highest degree of fault tolerance (including site failure) and corresponding data durability. All service levels also allow for the implementation of versioning which can be useful in allowing data to be reverted to a previous version if the latest version becomes corrupt. rc. On-boarding and Off-boarding processes/scope etc. On-boarding: The organisation will be issued with unique Credentials (UserID, Subtenant ID, resolvable hostname and shared secret). These details are entered into EMC NetWorker or other compatible backup solution or backup acceleration appliance. Data can then be securely moved into the SynApps Backup to the Cloud solution. Off-boarding: Prior to terminating the contract, the organisation is able to transfer all their data out of the solution.

4 When the organisation terminates their agreement with SynApps, SynApps ensures all of the organisation s data is deleted. Pricing (including unit prices, volume discounts (if any), data extraction etc.) IL0 IL2 IL3 BASIC STANDARD ENHANCED The pricing in the above table is based on per GB per month. Internet data transfer out of the platform (i.e. network traffic) is charged at 0.13 per GB GSN data transfer out of the platform (i.e. network traffic) is charged at 0.26 per GB. GSi data transfer (IL3) out of the platform (i.e. network traffic) is charged at 1.56 per Gb All pricing is exclusive of VAT. Storage Discount The Client Storage Discount is the percentage discount that the Client shall receive at the point of sale and shall be calculated from the percentages shown in the table below applied to the total storage under IaaS excluding trial services. Usage Discount Breakpoints (TB per Month) % % % % %

5 Product/Service Options BASIC STANDARD ENHANCED Service Level 99.90% 99.95% 99.99% Agreement Protection Single copy Local Remote protection Level protection Scalability Unlimited Unlimited Unlimited Retention Configurable Configurable Configurable QinetiQ Protective Monitoring Available at IL3 Available at IL3 Available at IL3 1. Local Protection - data is held in a single named UK locale, protected using EMC GeoParity coding which improves data durability. 2. Remote Protection - data is stored in two UK sovereign locales, with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale. 3. Data Retention Policy - the organisation may choose to implement a global policy for data retention (or automated expiry and deletion) of one, three or seven years. Service Management Details A comprehensive secure online portal will provide the common Service Management functionality and address standard requirements. An experienced, qualified ITIL Service Delivery Manager will be assigned to each client, and will be responsible for the on-going client relationship. They will also provide assistance with reporting, incident escalation and continual service improvement, at all times following the SynApps-Skyscape ITIL-based process framework. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality).) SynApps will adhere to the following in terms of maintenance windows; Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. SynApps shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance:

6 Planned maintenance of the SynApps-Skyscape infrastructure relating to the Services shall happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, SynApps shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of the SynApps-Skyscape infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Availability (monthly*) Incident Response Incident Update Communication Incident Review BASIC STANDARD ENHANCED 99.90% 99.95% 99.99% P1 within 15 mins P2 within 4 hrs P3 within 24 hrs P4 within 72 hrs P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours Auto- response with access to online portal FAQs via online portal P1 within 15 mins P2 within 4 hrs P3 within 24 hrs P4 within 72 hrs P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours Bespoke Incident Report P1 within 15 mins P2 within 4 hrs P3 within 24 hrs P4 within 72 hrs P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours P1/P2 Phone P3/P4 Bespoke Incident Report Service Credits 5% of monthly fee 10% of monthly fee 15% of monthly fee

7 * Indication based on an average 730hrs per month. Will exclude planned maintenance. Financial recompense model for not meeting service levels If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the Client will be eligible for service credits. Service credits will be calculated as a percentage of the fees for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). Training A range of user and administrators manuals, tutorials and FAQs are available online. Ordering and Invoicing Process Billing for the service is monthly. Payment can be via the following methods: Purchase Order or Direct Debit. Service lead time New organisations will typically be deployed within one day from order. Shorter deployment times may be available and prioritised upon request. Existing organisations have instant access to additional storage with no notice period required. Termination terms By Consumers (i.e. consumption) By the Supplier (removal of the G-Cloud Service) At the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. Termination Costs There are no termination costs for this Service. SynApps may make an additional charge for transferring data out of the service.

8 Data restoration/service migration This Service provides organisations with Cloud-based storage for their backup data. By its nature, backups are a second copy of original data which organisations hold on primary systems. Therefore, organisations are able to recreate backup data from the original source. Alternatively, organisations are able to extract the data in much the same way that it was loaded (e.g. manually or via backup software/appliance). As the format of data is not changed during the import/export, organisations have complete flexibility over data restoration and service migration. Consumer responsibilities The selection, purchase and installation of a 3 rd -party appliance or software solution and the ongoing management and setting of profiles. Clients should be aware this service is a repository of storage suitable for backing data up to. It is not an end to end managed back up service. Clients must be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with the SynApps-Skyscape Security Operating Procedures (SyOps) and other information assurance requirements. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) For automated methods, organisations will require a compatible backup solution such as EMC NetWorker, CommVault, etc. or compatible appliance such as Riverbed Whitewater cloud storage gateway. Organisations will require internet access (IL0-IL2) or connectivity via a government secure network (IL3) to the SynApps-Skyscape Cloud Platform. Details of any trial service available A 30 day free trial for a single organisation with up to 5TB of storage is available on request.

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