CSC BizCloud VPE Service Offering Summary. CSC i

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2 Table of Contents OVERVIEW... 1 BIZCLOUD VPE SOLUTION SUMMARY... 1 BIZCLOUD VPE INFRASTRUCTURE... 1 Hardware and Virtualization Layer... 2 Compute Components... 2 Storage 2 CSC SUPPORT FOR THE BIZCLOUD VPE CLOUD INFRASTRUCTURE... 3 CSC BIZCLOUD VPE SERVICE TIERS... 3 BizCloud VPE Silver Service... 4 BizCloud VPE Gold Service... 4 CSC CLOUD STORE OVERVIEW... 5 CSC BIZCLOUD VPE DATA CENTERS... 5 DATA CENTER NETWORK SERVICES... 5 Standard Network Infrastructure... 5 Data Center Internet Connectivity... 6 DATA CENTER SECURITY SERVICES... 6 Utility Network Intrusion Detection Services... 7 Vulnerability Management Service... 7 BACKUP & RESTORE SERVICES... 7 MONITORING SERVICES... 7 REMOTE ACCESS SERVICES... 8 Remote Access for Client Managed Servers... 8 CLOUD IAAS BILLING MODELS... 8 Committed Capacity... 8 Usage Based Consumption... 9 TRAINING... 9 SERVICE DELIVERY... 9 CHANGE MANAGEMENT... 9 EVENT MANAGEMENT... 9 CSC CLOUD PORTAL Reporting Center Ticket Center Billing Center SERVICE LEVEL AGREEMENTS AVAILABILITY SLA BizCloud VPE Silver BizCloud VPE Gold RESPONSE TIME SLAS CREDITS AND REMEDIES Definition of Applicable Monthly Recurring Charges SLA Credits CSC BizCloud VPE Service Offering Summary CSC i

3 OVERVIEW CSC BizCloud VPE is CSC s hosted - virtual private cloud solution delivered from global CSC cloud data centers. BizCloud VPE accomodates customers and workloads which require a higher degree of segregation than that which is typically deployed within a multi-tenant environment. It is ideal for environments with higher compliance and security requirements. BizCloud VPE is designed as an entry point and catalyst for customers to more seamlessly transition people, processes, and technologies to a cloud model without the material commitment and hardware investment typically required when deploying an on-premise or hosted private cloud. BizCloud VPE is billed as a service from a standard rate card with no capital investment. The minimum capacity required for deployment is 270 Gb of vram or Virtual Memory and of one terabyte or 1Tb of Cloud storage. Expansion is available in increments of 270 Gb of vram and 1 Tb of Cloud storage. CSC BIZCLOUD VPE SOLUTION SUMMARY The BizCloud VPE solution uses both virtual and physical dedication between components to allow for segregation between customers. Each BizCloud VPE environment is behind and within the customers specific or unique firewall or domain. CONCEPTUAL TOPOLOGY AND HOW CUSTOMERS ARE CONFIGURED WITHIN THE CLOUD ENVIRONMENT. SERVICE AREA Network Availability Compute Storage Services Available Service Terms DESCRIPTION - OPTIONS Internet VPN - Dedicated MPLS (or other preferred private networks) Dedicated Blade 270 GB vram Minimum Capacity Virtualized Capacity Only LUN Logical Storage Segregation 1 Tb Minimum Capacity 3 Tiers Available (Standard, Select, Premium) Service Catalog and User Storefront for Self Service. Silver and Gold Service(s) available Support Services Available (Licensing. Monitoring, Backup, AV & OS &Patch) SNI Security Service (i.e. HIPS, NIPS ) 3 Month Service Commitment 270 GB Minimum vram w/ 20% Growth Expansion Terms 3 month minimum 270GB vram Commitment Storage Expansion Terms 1 TB Storage Allocated Installation Fee Required BIZCLOUD VPE INFRASTRUCTURE CSC will provide and maintain the BizCloud Infrastructure which consists of the following components: Hardware and Virtualization Layer: The physical server and virtualization software (hypervisor) used to create the client s Virtual Data Center. CSC BizCloud VPE Service Offering Summary CSC 1

4 Compute Components: The Compute Components of the Cloud Infrastructure consists of the Virtual Central Processing Units (vcpus) and Virtual Random Access Memory (vram) provided for the client s use. A vcpu is one unit of the virtual processing capacity configured for a Virtual Machine. A vram is one Gb of memory configured for a Virtual Machine. Storage BizCloud VPE includes three options for SAN-based storage; Premium, Select, and Standard. Hardware and Virtualization Layer CSC Cloud services provides each client a logically-isolated virtual datacenter. Each BizCloud VPE environment must minimally be configured with a single virtual data center and each Virtual Data Center (VDC) may only have one class of storage assigned to it at one time. VDC s contain the compute, storage and network resources pre-allocated to a client for consumption. VDC s provide an environment where virtual machines (VMs) can be stored, deployed and operated. Upon initial installation, one virtual data center with 270 GB of virtual memory will be installed and available for use. Customers may require and request multiple virtual data centers be available within their BizCloud VPE environment. If multiple virtual data centers are required, then multiple VDC can be created within the minimum capacity of 270GB but all of the VDC will share the same storage. If each VDC requires their own storage, then each environment or VDC will require an additional 270 GB of virtual memory and 1 TB of physical storage. Compute Components A Virtual Instance, Virtual Server or Virtual Machine (VM) is the term used to describe the endpoint product which clients create from Cloud capacity provisioned. A Virtual instance is the combined product of a vram, vcpu and Cloud Storage (defined below). Once capacity, has been provisioned, operating systems can be installed. Each Virtual Instance can be configured as follows: vcpu: between 1 8 virtual CPU s vram: between 1 GB and 32 GB virtual memory or vram Storage: up to 1.8TB per virtual drive attached to each virtual instance Drives: Up to 60 drives per virtual machine Network: 1 External and up to 10 Internal Network Interfaces Storage The CSC BizCloud VPE storage solution consists of SAN storage as a component of the Cloud Infrastructure as a Service environment. Only a single storage type is available per Virtual Data Center. STORAGE OPTION Premium Select Standard STORAGE OPTION Used for high performance and high I/O applications and databases and other mission critical and performance sensitive applications. Used for database workloads and other applications that require high-performance storage. The operating system and file data are typically stored on Select. Suitable for development and test workloads or other applications which do not require intense or heavy disk IOPS. CSC BizCloud VPE Service Offering Summary CSC 2

5 CSC provides the hardware, software, connectivity, facilities, systems administration, problem management, and maintenance associated with the storage system. The client owns and is solely responsible for any client data maintained within the storage system. CSC SUPPORT FOR THE BIZCLOUD VPE CLOUD INFRASTRUCTURE CSC provides the following support services for the Cloud Infrastructure: Maintenance, patching and technical support for Hardware and Virtualization Software Infrastructure Configuration Management: vcpu, vram and Disk Modifications Fault Monitoring (24x7x365): CPU, Memory and Disk Infrastructure Backups Configuration management and release management (maintenance of operational state) Usage and asset management Capacity management Incident and problem management (24x7x265) At installation, the following services will be provided by CSC: Installation of Volume Manager and advanced file system software Create and allocating disk groups to be used by Org vdcs Run Book and configuration documentation Configuration of storage monitoring As part of the ongoing operational service, the following CSC services are included: Problem management and fault isolation (troubleshoot & repair) Capacity management and planning Monitoring 24x7x365 for the following events: Storage availability Available capacity Excessive write errors CSC BIZCLOUD VPE SERVICE TIERS The following matrix is an overview of the features and functionality of the BizCloud VPE Service SERVICE DESCRIPTION SILVER GOLD Infrastructure Availability SLA 99.50% / 3.6 Hrs Mo 99.90% / 43 Min - Mo Critical Incident Response Time 30 Min 30 Min Routine Support Hours 24x7 Critical Support 9 to 5 Non-Critical Support 24x7 Critical Support 9 to 5 Non-Critical Support Platform Support - Core Support Virtual Platform Virtual and Physical Service Catalog Enterprise Enterprise Incident, Change, Patch, and Monitoring Included Included CSC BizCloud VPE Service Offering Summary CSC 3

6 SERVICE DESCRIPTION SILVER GOLD CSC Standard Templates Optional Included * Client Provided Template Optional CSC Standard Operating Environments Endpoint Storage (Standard, Select, Premium) Included * Included * Bronze Storage N/A N/A Endpoint Monitoring * Optional Included * Endpoint Backup * Optional Included + charge per GB protected Antivirus - Security * Optional Included * OS & Patch Mgmt (Win Linux) * Optional Included * Cluster and Load Balancing N/A N/A Disaster Recovery N/A Optional Platform Replication RPO and RTO * Optional 2 Options Available NA: Not Available, * Optional: Billed Seperately, Included*: Required and billed seperately BizCloud VPE Silver Service Silver Service is designed for clients who want a self-managed environment. Silver service includes a 99.5% Availability SLA. Once a Silver environment is provided to the client, vram, vcpu and Storage can be provisioned into virtual machines through the Cloud Portal. BizCloud VPE Gold Service Gold service is a CSC managed Cloud environment. Gold service clients subscribe to a 99.9% availability SLA of the virtual environment or VDC as a standard. Once a Gold VDC environment is allocated, vram, vcpu and Storage can be provisioned into Virtual machines directly through the Cloud Portal. Cloud Gold service require the use of a CSC SOE Environment. CSC BizCloud VPE Service Offering Summary CSC 4

7 CSC CLOUD STORE OVERVIEW The CSC Cloud Store accessed from the portal consists of the following components: Cloud Templates Virtual Machine & Software Template Catalog Platform and Workflow Automation Performance Statistics and Usage Reporting The CSC Cloud Store is designed to be the single point of access for all users to request CSC Cloud services. The CSC Cloud Store supports the automated provisioning and delivery of components from CSC s Cloud IaaS catalog. This automation dramatically reduces provisioning and delivery time. CSC BIZCLOUD VPE DATA CENTERS CSC s delivers BizCloud VPE infrastructure in many data centers throughout the world that are SSAE16 and Tier 3 data centers. CSC provides BizCloud VPE services from many data centers throughout the world that are ISO and certified. Each data center is located in a locked room, accessible only via keycard access to a restricted subset of CSC personnel. CSC clients may receive a tour of a CSC data center, but are not allowed physical access to the servers/equipment. Each data center is configured with: Raised floors Proactive fire detection and suppression systems Redundant air handlers supported by redundant chillers Uninterrupted Power Supply (redundant) and diesel generation capacity sufficient to operate the facility at full load, even with the loss of a single unit (N+1 or greater) Physical security measures typically including exterior proximity sensors and closed circuit surveillance DATA CENTER NETWORK SERVICES Standard Network Infrastructure CSC provides the data center network infrastructure required to host the BizCloud VPE service. Clients are provisioned on a leveraged, multi-client, network infrastructure environment. The components of the Standard Network Infrastructure (SNI) include: Routers CSC provides redundant managed routers throughout the SNI. Switches CSC provides redundant managed switches throughout the SNI. It is a high-end service designed to supporting complex switches. This service supports numerous network segments (VLANs) per switch. CSC BizCloud VPE Service Offering Summary CSC 5

8 Management Infrastructure CSC provides internal management functionality via a management network within the SNI through the data center firewalls and/or private VLANs (PVLANs). CSC monitors and manages the entire SNI environment. CSC monitors 24x7x365 for the following events: Network element interface status Network element hardware environmental status Abnormal routing configuration changes Network element CPU utilization Network element interface utilization Network element memory utilization Hardware and interface errors DATA CENTER INTERNET CONNECTIVITY CSC s Data Center Internet Connectivity service consists of the installation and management of ISP network connections to the data center via redundant network routers and switches. As part of provisioning the Data Center Internet Connectivity service, CSC provides the following services: Circuit capacity ordering from CSC s ISP suppliers, provisioning and project management Implementation and testing Anti-spoofing configuration BGP configuration including AS number administration Monitoring implementation As part of the ongoing operational service for Data Center Internet Connectivity, CSC provides the following services: Problem management and fault isolation Capacity management and planning Service management Security incident response Redundancy testing during specified operational maintenance windows on regular basis CSC monitors 24x7x365 for the following events: ISP circuit availability from pre-specified Internet points ISP router device and switch port availability Router and switch internal statistics (e.g., router CPU consumption) DATA CENTER SECURITY SERVICES The following sections describe the data center-level security services that CSC provides as part of CSC BizCloud VPE. CSC BizCloud VPE Service Offering Summary CSC 6

9 Utility Network Intrusion Detection Services CSC s utility Network Intrusion Detection Services (NIDS) technology examines unencrypted traffic entering and leaving the BizCloud VPE environment from the data center Ingress/Egress point looking for attack patterns that match against a database of known attack signatures in a similar fashion to antivirus. NIDS is automatically included with the client s cloud services. In addition, clients may optionally purchase CSC s Dedicated Network Intrusion Detection/Prevention service and/or Dedicated Host Intrusion Detection/Prevention service Utility NIDS probes are monitored on a 24x7x365 basis by CSC s Security Team. Vulnerability Management Service CSC s Vulnerability Management Service ( VMS ) provides CSC BizCloud clients with periodic security assessments of the client s BizCloud environment and the remediation of identified risks. In addition, VMS includes a series of reports that provide information often required for regulatory compliance. Components included in CSC s Vulnerability Management Service include: Scanning the targeted servers Remediation of identified vulnerabilities Reporting BACKUP & RESTORE SERVICES CSC s backup service is standard for Gold service and available as an option for the Silver Service level. It provides file system backups through the use of a secure backup facility (firewall-protected backup network). CSC s backup service for BizCloud VPE is a disk-based backup service with the option of replication to a remote data center. A full file system backup will be completed upon the initial installation of the virtual machine and monthly thereafter; a copy of the incremental changes will be taken daily. All backups will be retained for 30 days within the data center disk array. The BizCloud VPE backup service has a variable service fee based on the amount of data stored on the backup device each month. CSC monitors 24x7x365 for the following events: Scheduled backup status Backup network availability Restores are provided as part of the BizCloud VPE backup service. MONITORING SERVICES CSC BizCloud VPE includes 24x7x365 fault monitoring for the BizCloud VPE Infrastructure and CSC Managed operating systems, web server software, databases and middleware applications. Clients will be notified of all service-impacting conditions in accordance with Event Management procedures. The CSC BizCloud VPE offering provides clients with the following standard capabilities: CSC BizCloud VPE Service Offering Summary CSC 7

10 CATEGORY SERVICE AVAILABILITY Silver Gold Network & Security Included Included Virtual Machine n/a Included URL n/a Included O/S n/a Included Web Servers and Middleware Applications n/a Included with CSC Managed Support Databases n/a Included with CSC Managed Support REMOTE ACCESS SERVICES Based on the specific platform, CSC provides security tools and several methods for managing content. UNIX Remote Access is provided via SSH and FTP, including SSH SFTP. Windows remote access is provided via terminal services and Windows RDP protocol. CSC requires users of RDP to utilize a static or fixed IP address at the user end of the secure connection, as CSC filters RDP connections by IP address range. The combination of using a secure protocol such as RDP and filtering based on IP addresses provides a very high level of security for content updates. SSH is available as an option on the Windows platform for an additional fee. It uses an encrypted connection for telnet and FTP services. Remote Access for Client Managed Servers Clients have system administration-level access to all virtual machines with a Client Managed O/S, and are responsible for installing, configuring, and managing the Web content access and security tools of their choosing. The client is responsible for configuring their logon account and providing for any security measures (such as one-time password protection) associated with logons. CLOUD IAAS BILLING MODELS CSC s BizCloud VPE supports two (2) different consumption models (also referred to as Billing Models ) from which customers can choose from. Committed Capacity Usage Based Consumption Committed Capacity Committed Capacity is designed to be used with production workloads or highly available systems which remain online for long and un-interrupted periods of time. The committed capacity model has the added advantage of offering clients discounts based on the committed term and the total volume of vram for all of the client s Committed Capacity VMs. BizCloud VPE supports a minimum of 270GB VRam and 1 TB of Cloud Storage BizCloud VPE can be expanded by those same increments. CSC BizCloud VPE Service Offering Summary CSC 8

11 Usage Based Consumption Usage Based Consumption is designed for development and test workloads and/or workloads which are variable or seasonal in nature. Clients are charged based on the minutes each month a Virtual Machine is up and running. In addition, the usage-based components of the client s environment are measured on an hourly basis, so if the client s workload fluctuates during the month, the client will be charged based on actual usage. Usage based billing Clients are billed for no less than a 1 hour period. The usage model can be applied to the available overhead within each VPE environment (20% of the available capacity). TRAINING CSC will provide two 2-hour training sessions via live web conference or other delivery mechanism chosen by CSC. Participants will be able ask CSC questions in real time. Clients may invite other end users to the two training sessions at their discretion. After completion of the two training sessions, the client s authorized users are then responsible for any training of other client personnel and creating any other client accounts. Any additional training by CSC personnel will be provided on a time-and-materials basis. SERVICE DELIVERY CSC s Service Delivery Group provides project management services to CSC BizCloud VPE clients during implementation of the client s BizCloud VPE environment. The Service Delivery Manager acts as the client s primary point of contact throughout the implementation of the client s BizCloud VPE environment, interacting with the client and with the appropriate CSC personnel to support the client through the delivery of the training sessions. CHANGE MANAGEMENT A change is any action to the BizCloud VPE infrastructure which, when taken, alters the system configuration or the current state of the client s existing BizCloud VPE environment whether it is an upgrade, modification, or addition. CSC s Change Management process involves a formal review of each proposed change by a crossfunctional team of managers and/or technicians who are responsible for approving the steps for all qualified change-control activities. This approval process is part of a checks-and-balances approach to make sure that appropriate planning has taken place and proper advance notice has been given to all parties before the change activity begins. EVENT MANAGEMENT As part of the services provided to every CSC BizCloud VPE client, CSC uses a comprehensive Event Management process for detecting, reporting, addressing, resolving, closing and preventing problems impacting service. When a service event or problem occurs, CSC s primary goals are: To resolve the problem and/or return to an operational state in the minimum time possible To provide timely notification and ongoing communications with the client s technical/management personnel To work with the client to identify any remaining issues and institute corrective/preventive measures Clients can report problems by opening tickets through the CSC Cloud Portal. CSC BizCloud VPE Service Offering Summary CSC 9

12 CSC CLOUD PORTAL The following services are available to all CSC BizCloud VPE clients through the CSC Cloud Portal: Reporting Center Backup Reports provide information about the amount of data that was backed up on a specific date and the success of those backups. Change Management Reports displays all of the changes that have been made to a client s environment in a given month. This report gives clients the ability to track changes that affect their environment. Cloud Bandwidth Utilization Report provides BizCloud VPE clients with the ability to view a graphical representation of their Internet bandwidth utilization. Each report graph shows bandwidth traffic (inbound, outbound and total), and displays data on daily, weekly and monthly bandwidth usage. Service Incident Reports includes a summary of the event, details the timeline of events, explains the problem resolution, provides root cause analysis and defines preventative measures and risk mitigation steps. Real-Time Systems Performance Reports provide statistics on the virtual machines that make up the client s BizCloud VPE environment in a graphical format. Clients have the ability to select the virtual machine, reporting attribute (e.g., CPU utilization, disk I/O) and time interval (e.g., daily, weekly, monthly). Ticket Center CSC provides clients with a Web-based customer service system that is integrated into the workflow and ticketing tool that CSC s support teams utilize for problem management and service requests. Ticket Center gives clients the ability to create, update, and search ticket history. This feature provides a realtime Web-based channel for understanding and servicing the client s environment. Billing Center The CSC Cloud Portal Billing Center provides detailed line item monthly billing information for CSC clients. The invoice information provided on the Portal is viewable at the line item level and can be rolled up to allow an aggregate look at monthly fees. Access to billing information is limited to the users specified by the client. SERVICE LEVEL AGREEMENTS The CSC BizCloud VPE Service Level Agreements (SLAs) provides clients with defined service credits in the event that CSC fails to meet stated performance metrics. CSC offers Availability and Response Time SLAs. With a single BizCloud VPE implementation the availability SLA remains 99% for all levels of managed and unmanaged service, Silver and Gold. Once a customer has implemented 540 GB of vram and 2Tb Storage, all availability and service restoral commitments apply. Service Level credits are available under normal SLA s at 540gb vram and 2Tb Storage. Please refer to the service level agreement availability table below: CSC BizCloud VPE Service Offering Summary CSC 10

13 BIZCLOUD VPE SERVICES SILVER GOLD Service Level Agreement Availability SLA 99.5% 99.9% Availability SLA Single Server Implementation 99% 99% AVAILABILITY SLA Availability means that the client can access its CSC BizCloud VPE virtual Data Center environment. Availability will be based on a client s cumulative outages over a calendar month. BizCloud VPE Silver The Availability SLA for BizCloud VPE Silver is 99.5% uptime. BizCloud VPE Gold The Availability SLA for BizCloud VPE Gold is 99.90% uptime. RESPONSE TIME SLAS Response time SLA s (otherwise known as Time to Respond which does not include Resolution) assures all clients are entitled to a credit if CSC fails to meet response times defined by severity level. LEVEL Severity 1 Complete loss of infrastructure connectivity or server functionality. Severity 2 Degradation of performance for any infrastructure component that has a material adverse effect on the site s performance Severity 3 Single member of redundant unit or circuit has failed, but there is no impact on end users or any degradation of service Severity 4 A service request that is not a problem MEAN TIME TO RESPOND TO EVENT CSC will Respond within 30 minutes from the initial alert or receipt of the ticket CSC will Respond within one (1) hour from the initial alert or receipt of the ticket CSC will Respond within one (1) business day from receipt of the ticket. CSC will Respond within four (4) business days from receipt of the ticket. MEAN TIME TO NOTIFY CLIENT Once CSC has confirmed that a Severity 1 event has occurred, CSC will Notify the client of the issue within 30 minutes from the initial monitoring alert. Once CSC has confirmed that a Severity 2 event has occurred, CSC will Notify the client within one (1) hour from the initial monitoring alert. Once CSC has confirmed that a Severity 3 event has occurred, CSC will Notify the client within one (1) business day from the initial monitoring alert. Not applicable CSC BizCloud VPE Service Offering Summary CSC 11

14 CREDITS AND REMEDIES Definition of Applicable Monthly Recurring Charges Clients will be entitled to a credit of 1/30th of the applicable monthly recurring charges for any calendar month in which a client s BizCloud VPE environment is unavailable and/or for any calendar month that CSC fails to Respond or Notify the client according to the schedule above. Applicable monthly recurring charges consist of the standard monthly recurring fees for the CSC BizCloud VPE services. The SLA credit will not include charges for excess usage fees. SLA Credits Clients apply for SLA credits using CSC s reimbursement claim process; details of this process are included in the how to procedures provided to all CSC BizCloud VPE clients. The total amount of the client s SLA credits shall not exceed the client s applicable monthly recurring charges for the CSC BizCloud VPE services in any bill cycle. CSC BizCloud VPE Service Offering Summary CSC 12