Drupal Private Cloud Hosting

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1 professional services for the web consultancy design development hosting training support G-Cloud Service Definition Drupal Private Cloud Hosting T: +44 (0) Code Enigma Page 1 of 9

2 Table of Contents Service Overview...3 Standard SLA /7/365 SLA...4 Server Sizes...5 On-boarding & Off-boarding Processes...6 Service Constraints...7 Standard Service /7/365 SLA...8 Support Boundaries...8 Customer Responsibilities...9 Ordering & Invoicing...9 Termination Terms...9 Page 2 of 9

3 Service Overview We provide expert Enterprise Drupal hosting to a range of organisations with different needs and budgets. Free consultancy to help you choose the right products for your Drupal hosting projects is, to us, the cornerstone of providing a good hosting service. We firmly believe there is no one size fits all Drupal hosting product. We are experienced users of cloud services and we can say with confidence the public cloud has one major weakness: stability. The public cloud is disposable by design. Everyone knows the now-famous analogy that came out of a CERN presentation, are your servers pets or cattle? The public cloud expects cattle, but most of the servers we look after for our clients are pets, so we decided to commission a better service. We know for customers who need 100% availability, no ifs, no buts, no "noisy neighbours" taking your site down, there is only one option private cloud. That's why, backed by Rackspace, we provide a private cloud on the VMWare virtualisation platform, co-located in Rackspace's ISO certified LON3 datacentre facility. The combination of VMWare's underlying vmotioning technology, Rackspace's stringent network uptime guarantees and hardware replacement SLAs and our own ISO certified processes for change control and server management, our hosting offer is globally unique. We provide these servers on two service levels: Standard SLA Our standard SLA tier includes the following features: Nightly off-site back-ups of your server to an Amazon EC2, uniquely encrypted for information security Nightly local MySQL back-ups of your database for quick data restore Page 3 of 9

4 Realtime monitoring via Nagios of all Linux services Historical monitoring via Munin of all Linux services Firewalls, entry points and access protocols Full user management Linux updates (including security and kernel updates) Security patching, if required Puppet-managed configuration Access to our secure ticketing system to raise tickets with us Standard SLA, 99.9% uptime of server guaranteed (excluding maintenance), you may request pro-rated service credit 24/7/365 SLA This enhanced service includes everything the standard SLA offers, but also provides guaranteed 24/7/365 availability of Linux expert support, by ticket and telephone. This SLA allows for customer defined tiers of response as well, which are defined by first response target times of 15 minutes (Urgent), 1 hour (High), 1 working day (Normal) and scheduled maintenance (Low). Page 4 of 9

5 Server Sizes The two different SLAs described above are available against a range of virtual server sizes, which we pre-define to optimise the use of our physical infrastructure. Customised virtual server sizes can be commissioned and costed separately, but our standard machines, which all include the Standard SLA as minimum, are: vcpu vram HDD 2 2GB 10GB 2 2GB 40GB 4 4GB 80GB 8 8GB 160GB 16 16GB 200GB Hypervisors are all Dell PowerEdge servers, vram is carefully guarded to maintain a 1:1 ratio with pram (because RAM is so vital to Drupal applications) and storage is provided by highly available SAN, which facilitates vmotioning in the event of a hypervisor failure, so your virtual server is seamlessly and instantly migrated to another functioning hypervisor in the event of a physical failure. Site-to-site Cisco VPN is available in all cases, should that be required. Page 5 of 9

6 On-boarding & Off-boarding Processes When on-boarding support customers we will create your support project in our back-office systems and your custom branded dashboard. We will then ask you for the address, name and job title of the person (or people) responsible for administrating the users who have access to these systems. That person will be added to the system and will receive a welcome , telling them how to set their password and how to use the management console to add their colleagues. In a parallel work-stream, your servers will be commissioned and configured. While we keep a number of dormant machines ready to go so we can fulfil small orders and scaling needs rapidly, it typically takes approximately 2 weeks to provision and deliver a large server layout for customers requiring very high resilience. When off-boarding, we delete the custom dashboard (but retain the data in our backoffice systems) and disable all users associated with your account. We can provide an archive of all support tickets on demand, though there may be a small administration charge, depending on the number of records. We also retain encrypted back-ups of all servers and can supply those, in their entirety, to the customer if they are required. Page 6 of 9

7 Service Constraints This is not a support contract, we manage your server at a basic level, keep it secure and online, and that is the extent of our involvement. If you are having problems managing your Drupal application or need help running your server then this is not the product for you. We provide additional Developer Support contracts that allow us to support your technical staff more thoroughly. Standard Service Please make careful note of the following exclusions from the Standard Service: No guaranteed response time to issues with the server and associated software No direct support, if you need our assistance for anything other than items explicitly covered by the Standard SLA above then you will be invoiced at 100/hour + VAT No guaranteed response time on tickets raised No on-demand back-up restores (our back-ups are for server disaster recovery only, we expect clients to take appropriate steps to ensure their applications are suitably managed) 24/7/365 SLA Like the Standard SLA, the SLA explicitly does not cover issues with any applications on the server, only core Linux services. Consequently it explicitly includes any of following scenarios: Page 7 of 9

8 Updates to any software you installed yourself Response to issues caused by software you installed yourself Support for system users/developers Support for your customers Support for customers/developers of a third party Support Boundaries Code Enigma, provides technical support to our subscribers via our Support Ticket system. The following are our guidelines when providing support: Code Enigma provides support related to the core Linux services installed on your server. Code Enigma does not offer technical support for application specific issues such as application configuration, web or mail server configuration, websites installed on the server, or any other such issue under these contracts. Code Enigma does not provide technical support to your customers. Requests for intervention falling outside the agreed scope of these contracts will be subject to overage charges. Page 8 of 9

9 Ordering & Invoicing Ordering is done via to we will send you a service contract via our e-signature system. Once the contract is signed and any purchase orders required are received, on-boarding will be scheduled. Invoices are issued monthly on the same day of the month as the first invoice. Standard Net 30 terms apply and Code Enigma is VAT registered. Termination Terms Either party may terminate at any time with 30 days notice. Page 9 of 9

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