Service Description for Hosted Server

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1 Service Overview tolomy has created its Hosted Server environment using VMware ESXi which provides the foundation for building and managing a virtualised IT infrastructure. These market leading, production-proven hypervisors abstract processor, memory, storage and networking resources into multiple virtual machines that run unmodified operating systems and applications. VMware ESXi is the most widely deployed hypervisor, delivering the highest levels of reliability and performance to companies of all sizes. Some of the key benefits of tolomy Cloud Hosted Private Servers are: Easier standardisation of corporate server build and software Anywhere access to servers and shared data Built-in business continuity and disaster recovery (DR) Elimination of the traditional capital expenditure requirements of IT deployments Zero OS maintenance (when managed by tolomy) tolomy s Hosted Server is deployed as part of the VMware vsphere platform which enables centralised management and better quality of service for tolomy customers. Our infrastructure is built on market leading technology and delivered from within a UK based Tier 3 data centre which complies with EU Code of Conduct for data centre operations, ISO27001 and ISO9001. The platform includes no single point of failure with each layer having multiple levels of failover should there be an interruption to any component of the service. The following diagram shows simplified platform architecture. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives. 01

2 Technical Requirements & s Customers will require appropriate network connectivity such as internet access or accredited connectivity such as a government secure network to tolomy s platforms. This service delivers hosted server with Compute as a Service, tolomy has the following 3 service levels to choose from Basic Standard Enhanced Basic - Providing a solution hosted in one UK data centre, this option does not include backup by default. This option can be used where customers are deploying short term Pilots & PoC s. If DR/site resilience is required, customers can also be provided with independent systems in each of tolomy s data centres. If backup is required then customers can pay per GB. Standard - Providing a solution hosted in one UK data centre and includes a local backup for 14 days within the price of both the VM and any additional storage which has been provided. In addition, backups can be stored for 28 days at an additional charge. This option can be used where customers are deploying Production environments requiring the additional protection of automated backup included. This solution can be developed to provide our customers with a solution that is highly resilient as VMs can be deployed independently in each of tolomy s data centres. Enhanced - Providing a solution hosted in a UK data centre and also providing a highly resilient environment by continually replicating the live VMs over to the second UK data centre in real time. This solution offers our customers near zero RPO and RTO s to help provide any disaster avoidance plans. The service includes a local and remote backup for 14 days within the price of both the VM and additional storage purchased. In addition, backups can be stored for 28 days at an additional charge. Backup/Restore and Disaster Recovery Backup/Restore For customers choosing the Basic : This option does not include backup by default, if backup is required then customers can pay per GB. For customers choosing the Standard : This option includes a local backup for 14 days within the price of both the VM and any additional storage which has been provided, in addition, backups can be stored for 28 days at an additional charge For customers choosing the Enhanced : tolomy will automatically replicate the VMs and associated data to a second UK data centre which provides a robust solution for more substantial failure of the primary environment (e.g. site failure). Recovery from backup shall be completed within 4 hours from the point of request by the customer through the tolomy Managed Service Portal. Disaster Recovery At the Basic and Standard s: Customers can choose to deploy independent VM s in each of tolomy s data centres and implement replication at the application layer utilising tolomy s Point-to-Point Connectivity between data centres this option is available at additional cost. In the event of a site failure, the customer is in control of the failover their environment to the second data centre. Customers can choose to have backups stored at the remote site. In the event of a major failure affecting the primary data centre, tolomy will endeavour to allow customers to re-provision their environment within the second data centre. Customers should note that this is subject to available capacity within the second data centre. If consumers require certainty that capacity will be available in the event of DR, it is recommended that VM s are procured at the second data centre. 02

3 For customers choosing the Enhanced : tolomy will automatically replicate the VMs and associated data to a second UK data centre which provides a robust solution for more substantial failure of the primary environment (e.g. site failure). Service Management Details tolomy assigns an account manager to each customer. Account management has been developed to provide a value added service to our customers. Account managers are focused on developing relationships, understanding each customer s strategic goals and supporting them in the achievement of their objectives. By understanding the demands placed on the organisation and the business drivers we are able to identify and recommend solutions that support customers in the achievement of those objectives. Service Constraints tolomy will adhere to the following in terms of maintenance windows; Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. tolomy shall notify the customer with at least 24 hours advance notice of any such planned maintenance: Planned maintenance of tolomy s infrastructure relating to the Services shall happen between the hours of 23:00 and 07:00 (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, tolomy shall provide the customer with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of tolomy s infrastructure will happen between the hours of 22:00 and 07:00 (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 customers environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. s Basic Service Standard Service Enhanced Service P1 P2 P3 P4 P1 P2 P3 P4 Communication Auto response with access to tolomy Managed Service Portal direct from tolomy s service desk Availability (Measured over 3 months) 99.8% Availability 99.9% Availability 99.95% Availability Incident Response within 15 min within 4 hrs within 24 hrs within 24 hrs Incident Update hourly every 2 hours every 24 hours every 24 hours Telephone support from tolomy s service desk P1. P1 is an incident which renders the service inoperative or causes the service to fail catastrophically, i.e. major system impact or system outage. This issue must be resolved before the customer can use the service. All P1 Issues have no workaround and tolomy and the customer shall work closely together in order to resolve the error within 4 hours from full and final diagnosis of the fault. Note that this target resolution time can only apply to High Availability configurations and does not apply where any single points of failure within the customer platform exist. 03

4 P2. P2 is an incident which causes a serious impairment to a critical feature of the service, but where overall functionality is not interrupted. Usually a workaround is available for this type of issue, but such is not always the case. tolomy will resolve all Severity 2 issues as soon as possible. P3. P3 is an incident that causes the failure of a non-critical aspect of the infrastructure and a satisfactory work-around already exists but the presence of this issue will result in customer dissatisfaction. P4. P4 is an incident of minor significance affecting an individual where an alternative is available. Support hours are 09:00-17:30 Monday - Friday UK time. Pricing Pricing can be found in the separate pricing document. Guaranteed Resources tolomy offers a resource pool model for customers that provide guaranteed vram and CPU resources up to the size of the resource pool purchased. Burst versus elastic resources tolomy offer both burst and elastic compute resources. The following resources are burstable, without effective limits: Bandwidth Electricity Physical servers Physical storage The following resources are elastic: Virtual processors (+/- 1 CPU) Virtual memory (+/- 1 GB) Virtual machines (+/- 1 instance) Virtual NIC s (+/- instance) Persistence of Storage Persistent storage using high performance storage for virtual machine images with snapshot functionality for creating instant backups. Financial recompense model for not meeting service levels If the service levels fall below the stated availability percentage (excluding Planned and Emergency maintenance periods), the customer 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). Resource and user provisioning Provisioning and amending new resources and users can be requested via the following three methods of communication: Call Login to the tolomy Managed Service Portal All of the above three methods follow our internal ISO27001 processes for change management and change control. Deployment Model tolomy offers Hosted Server IaaS in a Community cloud model. Monitoring/Reporting tolomy will provide monitoring across availability, capacity and performance. This will include real-time reporting of usage as well as trending and SLA reports. Protective Monitoring (aligned with GPG13) across tolomy platforms for accredited services. Service Roadmap tolomy is planning to further develop its SaaS offerings as set out below. Time Frame Service Area Feature 5 Months Service Provision PSN connectivity. Future Service Provision Currently our control panel requires manual intervention from staff to manage client compute resource. We expect this services control panel to be fully automated in the future. 04

5 Information Assurance tolomy can hold and process information marked at Official and Official-Sensitive. tolomy provides services which are Assured and Unassured suitable for previously valued data of IL0, 2 and 3. All tolomy data centres are located in the UK and are ISO9001 and ISO27001 accredited. Ordering and invoicing process Upon receipt of a completed Sales Order form, tolomy will deploy the required service. Billing for the service is monthly, with a minimum contract term of one month. Payment can be via Direct Debit, BACS transfer or Debit/Credit card. Service lead time New Hosted Server customers are typically deployed within five working days from order. Shorter deployment times may be available and prioritised upon request. Existing customers are able to deploy additional resources and virtual desktops via the tolomy service management portal. Data Extraction/Removal tolomy will provide a Service Transfer Plan (STP) as part of the on-boarding process that will define the process for exiting the service. As part of the STP, tolomy will commit to the following:- Storing all virtual machine images in a standard VMware vsphere 5 VMDK format. Storage, all data is in an iscsi LUN. Returning all customer generated data in the above formats in a process to be agreed with the customer. A price for delivering the STP to be agreed with each customer. Destruction of all customer data once the STP has been completed in accordance with the relevant IL status. On-boarding and Off-boarding Once the deployment is completed, account and access details are sent to the account contact nominated by the customer. The service will be ready for use. When use of the service ends, the customer will be able to export the data before the service is terminated. Consumer responsibilities The control and management of access and responsibilities for administrators. Customers must be aware of the variable nature of the billing based on usage. The customer is also responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they abide by tolomy s Acceptable Usage Policy. Where access is required over Government Secure Networks such as N3, GSI or PSN, the consumer is responsible for adhering to the Code of Connection. Training A range of user and administrators manuals, tutorials and FAQs are available online. Termination terms There are no termination costs for this Service. Customers may request that all associated data is extracted and provided securely to a destination of their choice as part of our service transfer plan (STP), there is an addition charge for this service. If no data extraction is requested, the associated data will be deleted within 5 working days of service termination in accordance with the relevant IL status. 05

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