Secure Remote Backup (IL3) G-Cloud Lot3 IaaS

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1 Secure Remote Backup (IL3) G-Cloud Lot3 IaaS

2 Contents Service Definition... 3 An overview of the Remote Backup as a Service... 3 Key Service Attributes... 4 Information assurance... 5 Details of the level of backup/restore and disaster recovery that will be provided... 5 On-boarding and Off-boarding processes/scope Pricing (including unit prices, volume discounts (if any), data extraction)... 8 Service management details... 9 Service constraints Service Levels (e.g. performance, availability, support hours, severity definitions) Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms Consumer responsibilities Technical requirements (service dependencies and detailed technical interfaces) Details of any trial service available Data Extraction

3 Service Definition An overview of the Remote Backup as a Service This specific service provides an IL3 secure backup target infrastructure for customers to backup data directly across the appropriately sized network links from their own premises. The service has the following characteristics: On a per GB per month basis Delivered with a of 99.9% SLA s availability Including a guaranteed set of resources that can be defined at purchase Connected to the secure backup infrastructure within SMTC With the option to extend the standard 10 day retention subject to assessment and design via our additional Design Services This service requires a specific backup agent deployed within the customers environment (Symantec NetBackup) and is subject to assessment and design via our additional design services. Cost of the bandwidth and any network acceleration services are not included in the base service component cost. If the customer is already licensed for NetBackup then the unit cost will be reduced the SCC hosting proivider license cost will be removed. Service Component Unit Cost Per Mth IL3 Secure Remote Backup Service 0.75 To find out more about this service please visit backup-as-a-service/ 3

4 Key Service Attributes Service Name Service Layer Cloud Deployment Model Networks to which the service is connected (directly)? 'API' access available, documented and supported? Services available to other suppliers so they can use them to provide services to government? Secure Remote Backup Service (IL3) SaaS Private This service shall be delivered from an infrastructure platform that is private, in the context of it being available to the UK Government community only. PSN The storage is not connected directly to the network but in conjunction with an appropriate Compute Service will be connected to the above networks No No Data centre tier? Tier 3 The data centre conforms and exceeds the open uptime standards for a Tier 3 DC Minimum Contract/Billing Period? Free option? Trial Option? Month The minimum commitment and minimum billing periods are both 1 Month. No No 4

5 Information assurance Impact Level (IL) at which the Secure Remote Backup as a Service is accredited to hold and process information This service shall be delivered at Impact Level IL3 with backups sent to separate storage and tape pools to ensure IL separation. At IL3 the service shall be delivered from a pre-accredited infrastructure and shall be connected to an appropriate Government network. In order to maintain IL3 compliance for Backup as a Service SCC shall ensure hardening and patch compliance is maintained in line with the code of connection and CESG documentation including all relevant Good Practice Guides. SCC shall have the right to disable or remove services that can be proven to cause a security risk to the community as a whole. Details of the level of backup/restore and disaster recovery that will be provided The service shall back up the agreed primary storage capacity to a secondary disk and/or an LTO5 tape system, each day and these backups shall be retained against an agreed retention and rotation policy. Within the 99.9% availability service the backup service shall be held as a single backup copy within the primary data centre or off-sited against the agreed retention and rotation policy. Backup shall be provided as a function of the amount of storage consumed, against the agreed and provisioned backup service. On-boarding and Off-boarding processes/scope. The On-boarding process will be to firstly connect the service to the disks to be backed up. 1. During on boarding the following parameters will need to be captured: Backup type; Full, Incremental Versions retained Retention periods (10 working days as standard for the secure backup service) Volume of data 2. Off-boarding will take two forms: Shutting the service down and destroying the data. Shutting the service down migrating/exporting services and data and then destroying the data. 5

6 On-boarding The scope of this process covers the steps taken to implement a Customer specific backup service that would be employed when the standard inclusive backup service does not meet Customer requirements. The Customer shall specify the backup service components and service levels from the service options that SCC is able to provide. The scope of options shall require the Customer to determine factors such as: Backup frequency age of restorable data and RPO Required recovery requirements retention period Nature of data being backed up security and encryption levels based on data Impact Level. Tape storage need for off-site storage (will dictate location and security requirements) Requirement for intelligent backup via agents need for brick level restore, need for quiescing data/applications during backup Other Customer specific requirements SCC shall implement the Customer specific backup service according to agreed parameters. If the Customer needs existing, historic backup data to be transferred to SCC as part of the backup service on-boarding process then this shall be done in accordance with the defined storage on-boarding process. 6

7 Off-boarding The scope of this process covers the steps taken to remove Customer backup data from the SCC environment and return the data and, where appropriate, backup media to the Customer. 7

8 The data shall be assessed by the Customer to the Impact Level applicable to the data. This will ensure that appropriate measures (security and encryption) are applied when transferring the data back to the Customer. The backup data held on SCCs primary disk based backup repository shall be supplied to the Customer using either removable disk or optical media (encrypted as appropriate). Where the Customer has specified off-site media storage as part of the services or where retention period requirements have dictated media based backup storage then the media will be retrieved and provided to the Customer in the format used by our backup software. The data stored on the media shall already have been encrypted to a suitable level based on data Impact Level and therefore additional encryption measures will not be used when returning media to the Customer. The Customer shall validate the integrity of the data. SCC shall then destroy all copies of the backup data remaining within our control and provide written confirmation to the Customer that this has been performed. Pricing (including unit prices, volume discounts (if any), data extraction) The pricing for this service shall be based upon the units of backup consumed by the service with a variance made for the availability service level required. The base unit for the service shall be offered against the following performance metrics: Backup- per GB (within an IL3 platform): Service Component Unit Cost Per Mth IL3 Secure Remote Backup 0.75 The availability options available shall be 99.9% The service shall then be billed per unit per month in arrears. The agents required to backup specific products will be required and defined within the initiation of the service with The Customer. This will also have a consideration for data extraction needs. 8

9 Service management details Connections All data centre operations conform to ISO2001/2, ITIL and the Code of Conduct for Data Centre Operations. Additionally SCC maintains Code of Connection agreements with Government network services providers such as GCF, PSN & IGSOC Self Service The primary mechanism for service management shall be through the Lifecycle Portal where Customers can request changes for the service, including increasing and decreasing backup volumes required. In addition, service status and billing reports can be made available in a preagreed format, should this be required. SCC Service Desk Where The Customer is unable to resolve the issue via the Lifecycle Portal then SCC shall provide a telephone support capability for escalation. SCC Responsibilities Within the Working Hours provide the SCC Service Desk as a point of contact for The Customer to log Incidents, receive Incidents via The Customer service desk, assign an individual reference number to each accepted Incident received and record, track and update accepted Incidents or Service Requests within the SCC incident management tool. The Customer Responsibilities Report and provide the SCC Service Desk with all information it may reasonably require in order to resolve the Incident, ensure an Incident Owner or a nominated deputy is available during Working Hours. Provide the necessary resources to ensure that any changes to the Agreement are addressed and agreed with SCC via the Change Control Procedure in a timely manner. Ensure all Users understand and comply with the various processes, policies and procedures of The Customer and as may be agreed between the parties from time to time. Exclusions The following are not provided as part of the SCC Service Desk and any materials and labour provided in these circumstances will be subject to agreement of the parties in writing and; 1. Provided on a reasonable endeavours basis (i.e. outside of the Service Levels) unless agreed otherwise by SCC in writing, and 2. Charged as Additional Ad-hoc Charges. 3. Incidents and Service Requests received by the SCC Service Desk from The Customer service desk outside of Working Hours. SCC will not be liable for failure to meet the SLA in the event 3 rd Party Suppliers, other than those engaged by SCC fail to deliver services in accordance with their contractual commitments. 9

10 Service constraints The service shall be allocated a maintenance window between the hours of 23:00 and 06:00 the window shall be allocated during service initiation. The service shall be change managed in accordance with SCC change schedules, change boards will sit weekly and changes shall be carried out during the subsequent change window. A maximum of 4 changes during a month shall be included in the service. Configuration changes that cause a reboot/downtime but are deemed urgent shall not impact SLAs and the associated charging mechanism. The Customers will also have the ability to add move or change the backup capacity in the Customer solution via the change request process. Service Levels (e.g. performance, availability, support hours, severity definitions) Service Component Service Level Incident Resolution Timescale Hours of Support SLA Target Secure Managed Backup (Single Site) Secure Managed Backup (Failover Site) Service Availability 4 Hours 24 Hours 99.9% Service Availability 4 Hours 24 Hours 99.95% Secure Managed Disk Backup Service Request (Controlled & Managed by SCC) Next business day 8am to 6pm 99.5% SCC shall determine the severity of an Incident in accordance with the following: The Services will be provided by SCC in accordance with the following Service Level: 10

11 Severity Level Severity 1 (Critical) Severity 2 (High) Severity 3(Medium) Severity 4 (Low) Description The Service failure creates a serious business and financial exposure, causing a significant percentage of Users to be unable to work or perform an essential portion of their job, and there is no acceptable workaround to the problem (ie: the job cannot be performed in any other way). The Service failure creates a significant business and financial exposure, causing a high (fixed) number of Users to be unable to work or perform some significant portion of their job, but there is an acceptable workaround to the problem in the short term (ie: the job can be performed in some other way). The Service failure creates a low business and financial exposure to an isolated number of Users causing them to be unable to perform a portion of their job, but they are still able to complete most other tasks, or; General Service related questions and requests for information. The Service failure creates a minimal business and financial exposure causing one or two User to be unable to perform a minor portion of their job, but they are still able to complete most other tasks. There may be occasions where The Customer requires additional resource or focus to be applied to an Incident. In such circumstance the escalation procedure below shall apply; Figure 1: Escalation levels within SCC. The escalation activities and response timescales shall be as detailed in the table below. For avoidance of doubt the response timescales below are indicative only and do not supersede or replace the applicable Service Levels or SLA Targets specified in Clause 1 above. 11

12 Escalation Level Response Activity Escalation to Next Level Timescales Level 1 Level 2 Level 3 Level 4 The SCC Service Desk or NOC operations representative will acknowledge the Incident and advise on tests and actions required in order to resolve the Incident, consulting as necessary with other SCC representatives and/or 3rd parties. Should the SCC representative be unable to resolve the problem or provide an action plan suitable to The Customer, the Incident will be escalated to the respective team leader of either the NOC operations or Service Desk team. The respective team leader will determine a suitable action plan and agree it with The Customer. The Service Delivery Manager will be notified. Third party manufacturers and/or suppliers may be contacted for additional technical support. If unresolved following Stage 2, the Incident will be escalated to the Service Delivery Manager who will involve all necessary resources, both internally and externally, to attempt to provide an acceptable resolution for The Customer. The SCC DCS Network Operations Manager will also be informed. If unresolved following Stage 3, then SCC DCS Network Operations Manager will take responsibility for the Incident and involve all necessary senior and management resources, both internally and externally, to ensure an acceptable resolution for The Customer. SCC DCS Professional Services Director will be appraised of the situation. Severity Level 1: 30 Minutes Severity Level 2: 3 Working Hours Severity Level 3: 6 Working Hours Severity Level 4: Not Applicable Severity Level 1: 1 Working Hour Severity Level 2: 4 Working Hours Severity Level 3: 8 Working Hours Severity Level 4: Not Applicable Severity Level 1: 2 Working Hours Severity Level 2: 5 Working Hours Severity Level 3: 9 Working Hours Severity Level 4: Not Applicable N/a Financial recompense model for not meeting service levels Service Credits 1.1 Subject to Clause 1.3 below, in the event that SCC fails to meet the SLA Target for the applicable Service Level, then the Service Credit mechanism in Clause 1.2 shall apply; 1.2 SCC shall provide a rebate of 1% of the Monthly Charge for this Service, which is applicable over the Report Period for every 1% below the SLA Target to a maximum of 10 % rebate. The applicable Service Credit shall be deducted off the next invoice due to The Customer. 1.3 Payment by SCC of Service Credits to The Customer shall be in full and final settlement of SCCs liability to The Customer for failure to meet the Service Levels during the Report 12

13 Period. Training There is no training associated with this service. Ordering and invoicing process SCC will provide ordering of G-Cloud services via the Lifecycle portal. The Customers will need to register all relevant details and will receive login details within 5 working days. This is a secure site and this mechanism will provide an account and a password protected login. A basket of G-Cloud services can be compiled, with quotations for those specific services. Once The Customer is satisfied that an order is complete it can then be converted into an order. Once the services are enabled and confirmation of the ordered G-Cloud services is delivered to The Customer a monthly invoice in arrears will be generated against the order. Should The Customers usage of the Service increase beyond the contracted volumes during any period then this will be retrospectively invoiced, at the next month end, as additional services. Termination terms By consumers (i.e. consumption) A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the Order Form, continue for the Initial Term and shall remain in force thereafter unless and until terminated by either Party giving to the other not less than 30 days written notice, but shall be subject to earlier termination as referenced within the Termination/Consequence of Termination section of the standard SCC G-Cloud terms and conditions. By the Supplier (removal of the G-Cloud Service) A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the Order Form, continue for the Initial Term and shall remain in force thereafter unless and until terminated by either Party giving to the other not less than 30 days written notice, but shall be subject to earlier termination as referenced within the Termination/Consequence of Termination section of the standard SCC G-Cloud terms and conditions. Data restoration / service migration Where data needs to be restored to the operational service from a backup, this shall be requested by the Customer through the Lifecycle portal Recovery of a data from backup shall be completed within 4 Hours from the point of request by the Customer through the Lifecycle portal. However, in certain circumstances, due to The Customer / Impact Level security restrictions we will be unable to restore back ups to a file level. Service migration shall be possible after completing the data extraction process at which point the data will be available in an appropriate format to migrate to an alternative service, should the 13

14 Customer require assistance with this process SCC can provide migration service at additional cost. Consumer responsibilities The consumer responsibilities will be as follows: To request all system restores via the service change process or via the Lifecycle portal To provide a Data Governance policy for the backup, restore and data retention of The Customer data incorporating policies for possible media handling, where required. Agree and approve in a timely manner (via the Service Change Procedure) the purchase of additional Secure Back Up Service capacity when advised by SCC; Responsibility for the content or validity of the data residing on the Secure Backup Service. To ensure there is no excessive system restores required as a result of inappropriate use of the system or negligence by the User community. Technical requirements (service dependencies and detailed technical interfaces) This service delivers a Secure Backup as a Service platform. SCC shall provide a secondary backup and LTO5 tape library platform appropriate to the backing up of The Customers data needs, within a fully monitored and managed environment. The Customer data shall be backed up from the primary secure storage service. The secure backup service shall be fully managed by SCC security cleared staff, including: To ascertain availability of the Backup Service Infrastructure. To measure the percentage of Backup Service capacity being used Requests for additional backup capacity shall be made, either via the Lifecycle portal or via the service change request process. Should The Customers require the off siting of LTO5 tapes, within the backup solution this would be agreed with SCC at contract initiation within a suitable retention and rotation policy. We will work with The Customer to provide reasonable assistance to help ensure that the service is delivered effectively, but SCC will not provide SLA s for The Customer s internal IT environment. There shall be no direct access to the console of this VM by The Customer or 3rd Party. 14

15 Details of any trial service available. There is no option to consume this service for a trial period. Data Extraction Suppliers will provide a simple and quick exit process to enable consumers to move to a different supplier for each of their G-Cloud Services and/or retrieve their data. Suppliers will commit to providing details of this, clearly and unambiguously in the Service Definition for each service. This will include, but not be limited to: The data standards that will be in use (within the service). A commitment to returning all consumer generated data (e.g. content, metadata, structure, configuration etc.) and a list of the data that will be available for extraction. Where there is a risk of confusion, data that will not be available for later extraction will also be published. This service provides a secure disk backup service, delivering many different data standards. SCC commit to returning all The Customer owned and generated data, via an agreed and contracted format. The formats/standards into which data will be able to be extracted and preferably a list other common services/technologies to which an export/import mechanism is available. A price for the extraction of consumer generated data (or the migration to another service provider s service). This service is a file level data backup service. The customer will be able to extract the data in its source fprmat as required. There are options for longer term backup of data to tape which are subject to extra cost Data Extraction shall be charged dependent upon the amount of data and media to be extracted to. Confirmation that the Supplier will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that are to be retained by the Supplier after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer). All data at rest contained within the SCC platform shall be purged or destroyed with standard service, volume, LUN deprecation procedures. All data leaving the SCC platform shall be purged or destroyed using CESG approved white spacing prior to shipping. Where a physical drive from a drive set fails then that drive shall be destroyed in accordance with CESG procedures. 15

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