WAVEX BACKUP DATA STORAGE ( DSX2 ) Keeping your organisation safe

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1 WAVEX BACKUP DATA STORAGE ( DSX2 ) Keeping your organisation safe Prescott Street, London, E1 8HG

2 Excellence is not simply a word within WAVEX it is our definition of success. We set the bar at excellence knowing it is something others will strive for." 2

3 G-Cloud5 IaaS DSX2 Backup-as-a-service Table of Contents SERVICE DEFINITION LOT 1 - IAAS DSX2BACKUP-AS-A-SERVICE... ERROR! BOOKMARK NOT DEFINED. 1 SERVICE DESCRIPTION: DSX2 BACKUP AS A SERVICE SERVICE OVERVIEW SERVICE FEATURES EXAMPLE USE CASES TECHNICAL FEATURES AN OVERVIEW OF THE G-CLOUD SERVICE INFORMATION ASSURANCE IMPACT LEVEL CONNECTIVITY AND REMOTE ACCESS DETAILS OF THE LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY THAT WILL BE PROVIDED ON-BOARDING AND OFF-BOARDING PROCESSES PRICING CONTRACT PRODUCT SERVICE OPTIONS SERVICE MANAGEMENT SERVICE CONSTRAINTS SERVICE LEVEL AGREEMENT FINANCIAL RECOMPENSE MODEL FOR NOT MEETING SERVICE LEVELS TRAINING ON-LINE EXTRANET PORTAL ORDERING AND INVOICING TERMINATION TERMS TERMINATION COSTS DATA RESTORATION / SERVICE MIGRATION CUSTOMER RESPONSIBILITIES PROOF OF CONCEPT / TRIAL WAVEX COMPANY AND CULTURE TO EXPLORE FURTHER DOCUMENT CONTROL VERSION ISSUE DATE NEXT SCHEDULED REVIEW DATE

4 1 SERVICE DESCRIPTION: DSX2 BACKUP AS A SERVICE 1.1 SERVICE OVERVIEW Wavex s DSX2 solution is a fully managed online back-up and recovery service designed to protect customer data and simplify file restoration. Provided in partnership with SunGard, DSX2 electronically transmits client data to two geographically separate data centres (Hounslow and London Docklands). As data is sent offsite, data protection is enhanced dramatically over a traditional tape-based back up solution. The manual process of transporting tape media to an offsite storage facility is eliminated. Client requests to restore deleted files and or rebuild servers are fully managed by the Wavex service desk, and engineers, streamlining the recovery process and reducing recovery timescales 1.2 SERVICE FEATURES Fully Managed by Wavex 24/5 Service Desk, additional support outside of these hours is available at additional cost Data stored in two highly resilient geographically separate data centres Ability to restore environment to dissimilar hardware Adheres to regulatory or statutory requirements Data is available to restore immediately Full service reporting provided as standard Backups are done automatically according to a predefined schedule Data protection and retention periods are fully customisable Backup window is reduced and the need to perform full backups is eliminated Backups are monitored on a daily or per back up basis The data restoration process can be customised according to customer priorities Simple monthly charging model based on uncompressed raw data volume 1.3 EXAMPLE USE CASES Wavex s DSX2 Service is ideally suited for organisations interested in: Improving data recovery times and reducing costs Meeting regulatory or statutory back up requirements Customers have the ability to receive updates on the progress of backup and restore jobs via the Wavex Service Desk Greater employee productivity by safeguarding access to vital application data Improved data security as it is stored in multiple offsite locations Reduces administrative costs substantially over traditional backup strategies Manages infrastructure costs and helps increase cash flow 4

5 Reduces or eliminates software upgrades, hardware costs, media costs and offsite storage costs No hardware or media obsolescence Frees up IT staff to meet competitive and market challenges Reduces the cost of downtime by ensuring data is highly available Ensures business continuity to minimise the risk of revenue loss DSX2 is designed for quick access to backups for ad hoc restores or entire server restores and rebuilds caused by individual server failures or entire site failures. 1.4 TECHNICAL FEATURES Backups are done automatically according to a predefined schedule Data is protected and stored offsite immediately Wavex DSX2 can provide the framework to inform key IT policies and procedures throughout the organisation. Data protection and retention periods are fully customisable within Wavex s standard retention criteria. Backup window is reduced and the need to perform full backups is eliminated Backups are monitored on a daily or per back up basis Agent software is installed on each server that needs to be backed up The agent will communicate with the vault at a predetermined time or schedule All data that has changed and requires backing up will be transmitted to the vault over the internet or via a dedicated communications line Data can be encrypted as standard Vaulted data will be stored in two geographically separate SunGard locations at all times Wavex can manage the back-up regimes and can retrieve data from the vaults at any time by using a Web Central Control Graphical User Interface (GUI)) Wavex s service desk will monitor backup jobs and log calls for any failures. All data is stored on disk to allow multiple backups and restores to run simultaneously Data is stored on RAID protected disk VMWare data stores are provided on persistent storage with non-volatile / battery backed up caching to ensure persistence. 5

6 1.5 AN OVERVIEW OF THE G-CLOUD SERVICE Wavex DSX2 is a fully managed online backup and recovery service offering maximum resilience, scalability and fixed costs. 1.6 INFORMATION ASSURANCE IMPACT LEVEL Suitable for data that requires ISO27001 accreditation. The target impact level for this service is IL2. All datacentres are highly resilient Tier3 and UK sovereign. Every aspect of the SunGard UK data centres have been designed with safety, resilience, and security. SunGard Availability Services has created an unrivalled strategy in data centre provision. 1.7 CONNECTIVITY AND REMOTE ACCESS This service can be accessed in two ways: Network Options Across the internet A dedicated communications link. Internet connectivity from Customer Site Wavex in partnership SunGard will provide shared internet access for customers who have internet connections that have spare space during the backup window. This access is limited to the size of bandwidth on the customer side of the network. Dedicated Connection from Customer Site Wavex can provide connection to SunGard Network hubs for customer connections: one in the London Technology Centre (LTC) and the other in Technology Centre II (TC2). Using the wide variety of communication providers available at both facilities. 1.8 DETAILS OF THE LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY THAT WILL BE PROVIDED Off-site backup at a second geographically separate data centre increases data availability and improves DR position Shared Primary and Secondary Vaults / Dedicated Dual Site 6

7 Figure 1 : Primary & Secondary Vault Data Flow The combination of a Primary and Secondary Vault provides increased availability and a higher level of security for the backed up data, as there is an additional off-site copy ( backup of the backup ) stored at a geographically separate SunGard site Primary Storage Pool The Primary Storage Pool is designed to receive a high volume of simultaneous backups from many different servers, and to sustain its performance even throughout potentially demanding housekeeping processes Service Policy Data will be copied from the client server to this disk storage pool. Data will be held on disk and will be immediately available for restores. Data will be copied to an off-site disk storage pool after backups have been completed Secondary Storage Pool This storage pool is located in a geographically separate SunGard Data Centre and it holds a copy of all data in the Primary storage pool Service Policy Data will be held on disk. Customer data restore can take place only from the Primary vault Dedicated Dual Site This Dual site model is also available as a dedicated solution to the customer Service Policy The designated vault will be a private online cloud infrastructure dedicated to the customer Data will be copied from the client server to this disk storage pool. Data will be held on disk and will be immediately available for restores. Data will be copied to an off-site disk storage pool after backups have been completed. 7

8 1.9 ON-BOARDING AND OFF-BOARDING PROCESSES The setup and installation of a new DSX2 customer has four main elements. Wavex & SunGard will perform the following tasks: If communication with the Vault is to take place via a dedicated line, Wavex will install a managed CPE router (Customer Premises Equipment) Customers must supply a PSTN direct dial telephone line to enable Wavex to manage the router (CPE). Wavex will complete an audit of client data and confirm costs based on volume and retention period required. Wavex will provide guidance regarding connectivity from the client site to the DSX2 vault. Wavex will install and configure the DSX2 software on the servers specified in the data audit. Wavex will work with the customer to establish, configure and install a backup schedule. Seed backup is taken using a portable vault on the client site, which is then ingested into the main vaulting platform. Backup service goes live Service Policy Wavex can provide a Project Manager to act as a single point of contact for the implementation period. The scheduled commencement date will be subject to Wavex's Interactive Services 30 day implementation period. Wavex will provide the following documentation: Managed Services Agreement (MSA) DSX2 Backup schedule 1.10 PRICING Pricing is shown in the separate pricing document CONTRACT Please note that the contract on Cloudstore represents all of the possible terms and conditions and service schedules for all of the Wavex Cloudstore services. Only the appropriate terms and schedules will apply to the services procured PRODUCT SERVICE OPTIONS DSX Options Backup frequency Unlimited Restoration for flat file Notes Configurable to suit client needs, starting from every 15 minutes onwards Included within per GB, per Month fee 8

9 Extended restoration subject to additional charges Variable Retention periods Large databases etc Archive (1 revision static data) Standard (7days, 5weeks, 12 months) Extended (Annual Revisions over 7 years) 1.13 SERVICE MANAGEMENT Wavex s Client Management System offers a unique single application view of our managed on line backup service desk engagement. Along with the provision of the Extranet, which provides a fully transparent view of this environment, we believe we offer a very special and comprehensively open view of every call, groups of calls and a real time view of our engagement with you. We are not aware of any other provider in our market place who provide a similar level of visibility. It should be noted that this feature is standard and free of charge and does not require the expensive construction of a bespoke portal. All clients will be assigned a Sector Business Manager (SBM), whose role is to ensure that Wavex is exceeding expectations in all interactions with the client. Working alongside the Service Delivery team, they are responsible for the delivery of service in line with the Service Level Agreement, and they provide a commercial point of contact for all aspects of the Service Level Agreement, including reporting and attendance at all review meetings. To meet our agreed governance requirements clients will also receive a comprehensive, commented, monthly Service Management Report produced by your Service Delivery Manager (SDM). This report contains illustrations of the following metrics/information. - Overall service RAG (Red/Amber/Green) status - First Time Fix rate (expressed as a percentage) - Call priority breakdown - Call type breakdown (Service Request, Incident, Problem, Change) - User satisfaction feedback (Positive, Neutral, Negative) - General call volumes, including backlog (cumulative total of open calls, based on those open and closed in preceding months) - Planned outages and changes - Upcoming warranty and license expirations The monthly Service Management reports will inform the agenda of the monthly Service Review Meetings. While your initial point of contact remains with the Service Desk, your SBM & SDM will maintain regular communication and should be your primary escalation point for all Service related issues, at all times following Wavex s ITIL-based process framework SERVICE CONSTRAINTS The list below lists the currently supported client agent software supplied by Wavex. The backup and archive agent software comes with a Graphical User Interface (GUI). 9

10 Supported Operating Systems Microsoft Windows Windows Server 2003 Windows Server 2003, 64 bit Windows Server 2008 Windows Server 2008, 64 bit Windows Server 2008 R2 Windows Server 2012 Windows Vista Windows 7 Linux Red Hat Red Hat Linux Enterprise, Advanced Server/Platform 3 * Red Hat Linux Enterprise, Advanced Server/Platform 4 * Red Hat Linux Enterprise, Advanced Server/Platform 5 * Red Hat Linux Enterprise Platform 6 * SUSE Linux Enterprise Server/Desktop 10 * SUSE Linux Enterprise Server/Desktop 11 * *will be required to be at a certain update level Solaris Solaris 8 Solaris 9 (patch ) SPARC * Solaris 10 (patch ) SPARC * Solaris 11 *note: 32 and 64 bit Solaris SPARC platforms are supported. I Series V5R1 V5R2 V5R3 V5R4 V6R1 IBM I 7.1 Novell NetWare NetWare 4.2 NetWare 5.1 NetWare 6.0 (SP5) NetWare 6.5 (SP7) CentOS 4 (up to 4.8) 5 (up to 5.9) 6 (up to 6.4) Debian

11 Supported Application Agent Software Microsoft SQL Server 2005, 2008 & 2012 (incl. clusters) Microsoft Exchange 2003, 2007, 2010 & 2013 (incl. clusters) Microsoft SharePoint 2007, 2010, 2013 Software that is out of support by its vendor will only be supported on a reasonable endeavours basis, as potential problems cannot be escalated to the vendor. Customers with such systems might find that the only way to solve a potential problem is to upgrade to a current and vendorsupported version. Agents for other operating systems and applications might be supported via special requests (via Product Management and Service Delivery) SERVICE LEVEL AGREEMENT The response times in the table below apply to all calls/requests logged, regardless of the category of the call; Change, Service Request, Incident, Problem etc.. This ensures that all requests made by your organisation will have a consistent governance applied to them. This better aligns with your need for a fully managed service environment as requests which fall outside of support still receive a target response time and priority. Priority Criticality Response Time Service Level Target (Business Hours) P1 Critical 1 hour P2 Urgent 2 hours P3 Routine 4 hours P4 Administrative 8 hours 1.16 FINANCIAL RECOMPENSE MODEL FOR NOT MEETING SERVICE LEVELS If the service level falls below the stated availability percentage (excluding any 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) TRAINING Wavex DSX2 is a managed service, as part of this service Wavex will provide training for the online information and reporting portal, the Wavex Extranet. 11

12 1.18 ON-LINE EXTRANET PORTAL Wavex customers are able to interact with us 24/7. The client extranet is accessible anytime, anywhere, via a standard web browser, giving customer s access to information on: Logged calls per staff member User satisfaction response (per call, positive and negative) User survey responses (overall, per question, per user) 1.19 ORDERING AND INVOICING Customers will receive billing on a monthly basis. Billing for the service will be monthly Payment can be via the following methods: Purchase Order or Direct Debit TERMINATION TERMS Wavex s standard notice period is 3 months, at the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored TERMINATION COSTS There are no termination costs for this Service. Wavex may make an additional charge for transferring data out of the service and project facilitation (dependent on data volume, and restoration requirements) DATA RESTORATION / SERVICE MIGRATION DSX2 data restoration requests are managed via the Wavex service desk, restoration times will depend on file number, size & available bandwidth CUSTOMER RESPONSIBILITIES Individual users will require internet access (IL0-IL2) or connectivity via a government secure network to the Wavex DSX2 platform. This can be provided by Wavex via partners. The consumer is also responsible for ensuring only appropriate data is stored and processed by applications on this environment and that they comply with the Wavex Security Operating Procedures and other information assurance requirements. 12

13 1.24 PROOF OF CONCEPT / TRIAL Wavex is able to provide DSX2 on a 1 month trial basis as part of a PoC. The PoC process will be limited to a subset of client data. 2 WAVEX COMPANY AND CULTURE Wavex has been providing enterprise-level IT services market since Our consistent growth since then has been anchored by a simple philosophy: client retention through excellence of service. Wavex delivers flexible IT support, professional IT project delivery and expert consultancy to clients throughout the UK and internationally. At Wavex we believe that the provision of support-related services must reflect an in-depth understanding of your business; we engage with our clients to ensure that the IT Strategy is closely aligned to your business objectives. Wavex adopts a consultative approach to all engagements, transparency and accountability are the two key principles on which the business has been built. All Wavex engineers possess qualifications in the core technologies that you may use and equally important is that our staff are bright, motivated and are excellent communicators. Underpinning the efforts of our highly-qualified technicians is The Wavex Platform, which is a suite of IT service management tools developed internally in line with industry best practices, to enable us to deliver a flexible service model based on a framework of measurable and repeatable processes and procedures. Having appeared in the Sunday Times Best Companies to Work For, the UK s Best Workplaces, Sunday Times Tech Track & Deloitte Technology Fast 50, Wavex continues to gain further recognition from industry associations and its peers. In 2010, Wavex won the Enterprise Solution Provider category at the European IT Excellence Award and at the 2010 BCS UK IT Awards - the benchmark for excellence throughout the IT industry. Wavex are recognised by the following partners: NCC: National Computing Centre SDI: Service Desk Institute APM: Association of Project Managers ITSMF: IT Service Management Forum Chartered Institute of Personnel and Development Association of Chartered Certified Accountants Chartered Institute of Purchasing & Supply Institute of Leadership and Management Further details are available on request. 13

14 3 TO EXPLORE FURTHER There are a number of documents available on Cloudstore covering Wavex Services. In order to progress, please contact Andy Smith as per the details below: Andy Smith Industry Development Manager DOCUMENT CONTROL The underlying table must be completed to facilitate document change control. Document change control must be implemented after the first major document release. Version Issue Date Next Scheduled Review Date Author Details /03/ /10/2014 Andy Smith Original G-Cloud /04/2014 Peter Coombs/Tom Fiore-Burt Revision /04/2014 Keith Williams Revision 14

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