Connect Applications Service Annex to General Services Schedule Connect Acceleration

Transcription

1 1 Definitins The fllwing definitins apply, in additin t thse in the General Terms and Cnditins and the General Service Schedule. Applicatin means a cmputer prgram r prgrams supprting a business task fr the Custmer, such as rder prcessing, payrll, and enterprise resurce planning. Applicatin Hardware means a cmputing resurce (such as, by way f example but nt limitatin, desktps, servers and mainframes) used t run multiple Applicatins either lcally r by cnnecting t a shared Applicatin. Cnnect Acceleratin Appliance means BT Equipment installed t prvide the Service, Custmer Equipment and/r BT Prvided Equipment as the cntext s requires. Data Capture Frm (DCF) means the frm cmpleted by the Custmer and BT, which captures further details f the Service as set ut in the DCF and as agreed (where relevant) between BT and the Custmer; the D C F frms part f the Agreement. GS Prtal means the prtal that the Custmer can access fr Service infrmatin, details f which are prvided in the Custmer handbk. 2 Service Descriptin BT will prvide the Custmer with Cnnect Acceleratin (the Service) which is ne f BT s Cnnect Applicatins services. The standard Service cmprises: Service Delivery A prject manager will be assigned t:- Manage the installatin f the Service at all Sites n the Order. Install and cnfigure Cnnect Acceleratin Appliances. Cnfigure and/r install access t the GS Prtal. Test the Cnnect Acceleratin Appliances t ensure that they are functinal and that BT has visibility f them n the Custmer s infrastructure. Carry ut cmmissining and acceptance testing f the Service. Carry ut n-ging activities t ensure that perfrmance is maximised and the Service is stable. Security Management - BT will prvide a secure platfrm cmpliant with BT security plicy including the cnnectin between BT and the Custmer s infrastructure. BT will ensure that nly Users can access the GS Prtal, with all access being audited by BT. A risk assessment and threat analysis will be undertaken and peridically reviewed by BT Service Cntinuity Management - the Custmer can access Cnnect Applicatins analysts 24 hurs, 7 days per week thrughut the entire year. Availability Management including Service utage analysis, resiliency and risk reductin design activities. Incident Management Incidents and faults in the Service can be reprted t the Cnnect Applicatins helpdesk 24 hurs, 7 days per week thrughut the entire year, which will pen a truble ticket. Page 1 f 7

2 Service Incident investigatin - subject t BT gathering sufficient Custmer data, BT will set alarm threshlds which if brken will result in an alarm being sent t the Cnnect Applicatins helpdesk t investigate the cause f the alarm. Service Review Change/Release Management BT analysts, cnsultants and supplier supprt BT will assign a named analyst t the Custmer as a principal cntact fr mnthly reprting activities. The reprt will vary dependent n the Service ptins chsen but will include bservatins and recmmendatins that will help the Custmer t maximise the value f the Service. The reprting schedule and reprting perid will be agreed with the Custmer; the reprts will be sent t the Custmer within a defined perid fllwing the end f the reprting perid. BT will als assign a technical cnsultant wh will wrk with ther BT agencies and suppliers t ensure technical integrity f the Service. Fault Escalatin Prcedures - the escalatin cntacts fr BT and the Custmer are detailed in the Custmer handbk. Mnthly Reprts will be prvided in standard BT frmat, including reprts n Applicatin perfrmance and Sites by data vlume netwrk perfrmance. The Custmer will be prvided with access t read-nly reprting and Service visibility. This will be accessible thrugh the GS Prtal as standard, althugh direct access may be ffered as an ptin. BT s Cnnect Applicatins infrastructure will be autmatically patched with the relevant suppliers latest critical security patches. Cnfiguratin and Patch Management the Custmer must advise BT f any changes t its infrastructure during prvisin f the Service r f changes the Custmer wishes t make t the Service. Changes will be dcumented and target timescales prvided fr implementatin as apprpriate. Variatins and/r exclusins t the Service Levels (as set ut in sectin 7 f the General Service Schedule) will be recrded at this time. The Cnnect Applicatins Helpdesk will ntify the Custmer f any release which may impact the Service. Cnnect Acceleratin Appliances installed at the Custmer s Site(s) will be autmatically patched with the latest critical security patches managed by the BT server. BT will test all new majr vendr sftware feature releases fr security, reliability and general integrity. The BT technical cnsultant will make the final decisin whether t ffer these fr deplyment, subject t maintaining the n-ging integrity f the Service. Sizing f the Service in line with business change (extra Charges may be applicable). Installatin, licensing and supprt f Remte Service Platfrm (RSP) include the installatin, cnfiguratin, management, licensing and supprt f the underlying RSP and Virtual Machine platfrm but nt the Custmer Applicatins that are hsted n the RSP. The DCF will capture the precise Custmer requirements and any ther Service elements t be specified and /r agreed. BT will nt accept the Order unless the DCF has been crrectly cmpleted by the Custmer. 2.1 Cnnect Acceleratin (Standard) The Service uses a sftware applicatin which can identify and alleviate cmmn perfrmance issues in Wide Area Netwrks. The sftware applicatin resides in dedicated netwrk appliances r can run n Users PCs r laptps. The Service als uses a range f BT Equipment that Page 2 f 7

3 facilitates suitable scalability, resilience and management f the sftware and appliances used by the Custmer. The Service includes the use f the fllwing techniques: Data Streamlining reduces bandwidth needs and priritises applicatins bandwidth use. Transprt Streamlining reduces TCP chattiness, expands windw size and minimises latency. Applicatin Streamlining reduces applicatin chattiness and latency and accelerates SSL encrypted traffic. The Custmer is respnsible fr rdering and paying any Charges fr any necessary new bandwidth, equipment r cnfiguratin changes, if applicable. BT Equipment will be deplyed and cnfigured at designated Sites. BT will manage the Service thrugh a centralised management platfrm. The Service can als be prvided t Custmer Equipment and t BT Prvided Equipment; in either case this will be shwn n the Order. The Custmer agrees that BT has the exclusive right t manage the cnfiguratin f Custmer Equipment and the BT Prvided Equipment but BT shall ntify and cnsult with the Custmer f any such cnfiguratin management which BT intends t carry ut. 2.2 Mbile Optimisatin (Optinal) In additin t the standard Service, the Custmer may rder access fr mbile Users, which requires the distributin and installatin f sftware n User Desktp r Laptp PCs. It is the Custmer s respnsibility t carry ut this distributin and installatin prcess and prvide first line supprt fr mbile Users. Limited cmpatibility testing has been carried ut by BT s suppliers hwever any further cmpatibility testing is the Custmer s respnsibility. If the Custmer selects this ptin it will be set ut n the Order, stating the maximum number f cncurrent Users. BT will wrk with the Custmer t define the mst apprpriate tplgy, cnfiguratin and deplyment strategy fr the distributin and installatin f the sftware. Hwever, deplyment must fllw the Custmer s standard desktp sftware distributin plicy and it is the Custmer s respnsibility t carry ut this distributin and installatin prcess. The Custmer must distribute Mbile Client sftware t Users using MSI (Micrsft Windws Installer) packages. The Mbile Client sftware must be installed n an NTFS file system by the Custmer. 2.3 Remte Service Platfrm (RSP) (Optinal) In additin t the standard Service, the Custmer may rder the Remte Services Platfrm (RSP) which prvides the Custmer with the capability t run additinal services and Applicatins in a prtected partitin n the Cnnect Acceleratin Appliance. The RSP ptin will include the licensing, installatin, cnfiguratin, management, supprt, patching and back-up f the Service platfrm subject t the fllwing exceptins;- 1. Licensing f the Custmer Applicatins residing n the Service platfrm is nt included. 2. Cnfiguratin, management, supprt and patching f the Custmer Applicatins and Virtual Machine Operating System are nt included. 3. Back-up f the Custmer Applicatins, Virtual Machine Operating System and Virtual Machine Disk (VMDK) are nt included. Page 3 f 7

4 In the event f a Cnnect Acceleratin Appliance failure the replacement device will be restred by BT as per the image at implementatin. It is the Custmer s respnsibility t restre and upgrade as necessary the Applicatin(s), Virtual Machine Operating System and VMDK. Cnnect Acceleratin Appliances are nt field upgradeable t RSP therefre such Cnnect Acceleratin Appliances must be pre-cnfigured with RSP, memry and Windws license r third party prvided Cnnect Acceleratincmpliant Virtual Disk image at the time f rdering t accmmdate ptential future RSP applicatin supprt requirements. The number f Applicatin partitins available varies frm 1 t 5 and is dependent n the technical cnstraints f the Cnnect Acceleratin Appliance and the type f Applicatins included. The number f Applicatin partitins will be agreed between BT and the Custmer prir t the Operatinal Service Date. 2.4 Cnnect Acceleratin Mnitring (Optinal) The Custmer may als rder the Cnnect Acceleratin Mnitring ptin n its wn r with Standard Service in sectin 2.1 abve. If the Custmer rders Cnnect Acceleratin Mnitring n its wn then the first tw paragraphs f sectin 2.1 and sectins 2.2 and 2.3 abve d nt apply. Cnnect Acceleratin Mnitring uses sftware running n Cnnect Acceleratin Appliances installed by BT n Custmer premises t measure and reprt n the Custmer s Applicatins and netwrk. One r a cmbinatin f techniques are used t prvide the reprting data. These include flw data frm Cnnect Acceleratin Appliances, deep packet inspectin data frm span prts in a Custmer s data-centre r wire-shark packet capture data. The Cnnect Acceleratin Mnitring dashbard prvides dashbards, tls and reprts t help the Custmer with discvery, mnitring and trubleshting f all Applicatins that the varius Service cmpnents have access t. The assigned Cnnect Acceleratin Mnitring cnsultant will cnfigure 5 Custmer specific Service maps. If the Custmer requires additinal Service maps, the Custmer can carry ut its wn cnfiguratin r request additinal Service maps frm the Cnnect Acceleratin Mnitring cnsultant fr an additinal charge, which BT will advise at the time. These represent imprtant Custmer Applicatins as advised by the Custmer and nce cnfigured will prvide enhanced Service level dashbards and dependency diagrams. The Cnnect Acceleratin Mnitring dashbard ffers an verview f Service status r particular aspects f the Applicatin landscape at any pint in time. A number f standard dashbards are available. A standard landing page will be prvided, which may be custmised in cnsultatin with the Cnnect Acceleratin Mnitring cnsultant during the implementatin prcess, if required. The Custmer may create and custmise Service dashbards. BT can prvide training fr the Custmer t d this, at an additinal charge. 2.5 Take ver management f existing Custmer Equipment (ptinal) The Custmer may request BT t take ver the management and maintenance f the Custmer s existing ptimisatin equipment. BT shall be entitled t inspect and test such Custmer Equipment at any time subject t the agreed Site access requirements and prvisin f this Service element shall be subject t the fllwing cnditins. Page 4 f 7

5 BT will cmplete a Custmer Equipment Inventry list and all Custmer Equipment must in BT s reasnable pinin be in satisfactry perating cnditin and cmpatible with any services t be prvided by BT. The Custmer agrees that where BT decides that the Custmer Equipment is nt cmpliant with the preceding sentence, the Custmer is respnsible fr prcuring the repair r replacement f such Custmer Equipment at the Custmer s expense. Alternatively BT can prcure the replacement equipment and charge the Custmer fr it. The Custmer must prvide all infrmatin required t maintain and manage the Custmer Equipment. Title and risk in the Custmer Equipment will remain with the Custmer. If BT has t carry ut any repairs mdificatins r adjustments t the Custmer Equipment (including sftware upgrades) which BT cnsiders necessary t prvide the Service, then the Custmer shall pay BT s reasnable Charges fr such wrk. BT shall nt be liable fr any faults r any ther wrk carried ut by previus maintainers n the Custmer Equipment. The Custmer is respnsible fr advising BT f any changes t the Custmer Equipment Inventry list. Such changes will be subject t review by BT and may incur additinal Charges. BT reserves the right t carry ut an Audit prir t the Operatinal Service Date fr which the Custmer agrees t prvide supprt and assistance at n charge t BT. If the manufacturer supprt fr any Custmer Equipment ceases r degrades during the prvisin f Service, the Custmer agrees that it must either accept a cmmensurate reductin in Service levels in keeping with this supprt r the Custmer agrees that BT can replace the Custmer Equipment at the Custmer s expense. 2.6 Cnnect Acceleratin Clud (Optinal) The Custmer may als rder the Cnnect Acceleratin Clud ptin with Standard Service in sectin 2.1 abve. Cnnect Acceleratin Clud uses sftware running n Cnnect Acceleratin Appliances as well as sftware running in remte, internet cnnected Pints f Presence (POPs) t accelerate and ptimise the Custmer s Applicatin traffic with SaaS prviders. The Custmer s traffic will be transprted t and frm the SaaS prviders data-centre ver the Custmer s designated Internet cnnectin and will fllw an ptimised secure rute between the Custmer s Site and the Clud Acceleratin POP. BT will transprt the Custmer s traffic securely between the Custmer s Site and the Clud Acceleratin POP situated nearest t the SaaS prviders data centre. Hwever, the Custmer agrees that BT is nt respnsible fr the security r perfrmance f the SaaS applicatin between the Clud Acceleratin POP and the SaaS prvider. BT recmmends that the Custmer takes apprpriate precautins in relatin t the use f the Internet as part f this ptin. Page 5 f 7

6 The Custmer will chse the maximum number f Users it wishes t accelerate and ptimise fr ne f several specific SaaS prviders which will be set ut n the Order. Sectin 7 f the General Service Schedule des nt apply t this Cnnect Acceleratin Clud ptin. 3 Service Delivery BT will cnfigure and install Cnnect Acceleratin Appliances and cnduct a set f standard tests t ensure that the cnfiguratin is functining crrectly. The Operatinal Service Date in respect f each Site shall be the day n which BT advises that such testing is successfully cmpleted. Charging will cmmence n the Operatinal Service Date. 4 BT Service Management Bundary (SMB) The SMB f the Service is the prt n the Cnnect Acceleratin Appliance prvided at a Site. Fr the avidance f dubt, the SMB is fr the Service nly, and des nt define the SMB fr any ther Services prvided by BT. 5 The Custmer s Respnsibilities 5.1 Fr each Cnnect Acceleratin Appliance installed by BT, the Custmer will prvide a LAN switch prt r SPAN prt (dependent n the Service variant). The Cnnect Acceleratin Appliance will be installed in line between the LAN switch prt (r SPAN prt) and the Custmer s ruter n Site in the majrity f Sites hwever this may vary at certain Sites. 5.2 The Custmer is respnsible fr prviding and maintaining the Custmer s wn LAN, Data Centre and Applicatin Hardware. 5.3 The Custmer will give BT reasnable ntice f any infrastructure maintenance n services nt prvided by BT that culd reasnably be expected t impact the perfrmance f the Service. In any event the Service Levels in sectin 7 f the General Service Schedule will nt apply where such maintenance impacts the Service. 5.4 The Custmer is respnsible fr btaining the relevant apprvals frm its supplier if the Service is t be supplied n anther prvider s VPN service. 6. Change Management Custmer changes in netwrk cnfiguratin and WAN infrastructure are subject t prir written agreement with BT. 7. Service Levels Sectin 7 f the General Service Schedule applies t this Service. 8. Service Changes Glbal Allwances Categry Standard Yearly Allwance Additinal Chargesper change Page 6 f 7

7 Pririty 1 Emergency Pririty 2 Urgent Pririty 3 Standard 2 p/a per 100 device Pririty 4 - Planned Date and Time t be advised by BT N charge These allwances cmmence n the peratinal Service Date and apply within fixed 12 Mnth perids immediately fllwing the Operatinal Service Date; they cannt be carried frward if they are nt used.. 9. Definitin f Service Change Categries Categry Definitin Ntice required t qualify fr the categry Severe virus attack, Majr Business Impacting (ptential fr majr financial Business impact) Pririty 1 Emergency Custmer requests change is made within 5 Business Hurs f the request Pririty 2 Urgent Business perfrmance Impacting Custmer requests change is made within 24 Business Hurs f the request Pririty 3 Standard Optimizing, Netwrk r applicatin perfrmance Custmer requests change is made within 6 Business Days f the request Pririty 4 - Planned As advised by/agreed with BT Custmer request submitted at least 7 days in advance f prpsed change and actual change date is mutually agreed 10. Custmer Data Any Custmer data captured by BT in the delivery f the Service will remain the Custmer s data and BT will nly prcess this data t the extent necessary t deliver the Service r in accrdance with the instructins f the Custmer. At all times bth Parties will cmply with their respective bligatins under applicable, data prtectin and privacy legislatin, and the cnfidentiality prvisins f the Agreement. Page 7 f 7