Fujitsu Private Cloud Customer Service Description

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1 Fujitsu Private Cloud Customer Service Description Fujitsu Private Cloud forms part of Fujitsu Hybrid IT portfolio to address the full range of Customers requirements and business needs by providing agility for evolving requirements through a dedicated Private Cloud infrastructure service. Overview of Offering Description of Offering Fujitsu provides a comprehensive portfolio of Cloud services to address the full range of customers requirements and business needs. Fujitsu s Private Cloud service is part of this wider Hybrid IT model. It provides agility to enable continued alignment of IT with changing business requirements through a dedicated Private Cloud infrastructure service where extra resources can be added quickly to meet current demands. Fujitsu s Private Cloud enables organisations to shift investment from capital expense to operation expense. Fujitsu are committed to being a cloud player; evidenced by our vision, size, investments, and partnerships at the forefront of cloud and proven by external analysts. We help our customers make the right decisions from the many alternatives available with our Hybrid IT offerings. We provide a full portfolio from infrastructure through to applications, networks, solutions and consulting covering a wide breadth of ICT portfolio including cloud services. This enables business to gain agility with reduced complexity, reduction in time to deploy and effort to manage. The Fujitsu Private Cloud service is a dedicated per customer. It consists of Infrastructure as a Service (IaaS) which can provide a platform for hosting self-managed payloads as well as the ability to host payloads from Fujitsu s IMS offering (Infrastructure Managed Service).Customers consume the service through a self-service portal and it can be deployed in either the customer s datacentre or Fujitsu s. Other Fujitsu services can be integrated with Private Cloud Service including, but not limited to, Service Desk, Cloud Broker, Cloud Consultancy, Support Services and Network Service options. The Fujitsu Private Cloud service is provided exclusively to the client by Fujitsu for the hosting of secure services within existing customer environments or hosted in Fujitsu UK Tier III data centres. Before Private Cloud it can take organisations months to implement new IT systems. With Fujitsu Private Cloud the actual capacity required can be rapidly deployed. This means customers do not need as much spare capacity but can still be sure to meet additional demand. The Fujitsu Private Cloud is used to provision Virtual Machines using a utility based compute, memory and storage model and then the ability to layer on additional managed services. Page 1 of 7

2 Features & Benefits The Fujitsu Private Cloud service provides you with a range of benefits to increase business agility, flexibility and efficiency by: Providing an elastic and scalable infrastructure to meet changing business needs Providing secure and reliable infrastructure with enterprise grade service levels By decreasing time to service, order acceptance to IT access is no more than 8 weeks A standardised and secured interface API set for cloud access and interaction that is controlled through business-aware policy for users, infrastructure, devices, and applications Ability to provide additional Enterprise Class High Availability & Disaster Recovery Options The infrastructure is easy to expand and can also be decreased when no longer required, subject to minimum contractual terms and conditions. Aligning IT with business enabling smart allocation of resources and only paying for usage. Providing a secure platform that has be designed to be able to adhere to compliance standards Providing a flexible platform that is able to scale in line with business requirements Reducing and optimising IT cost with pay-as-you-use pricing, reduced operational cost (OPEX) by cutting complexity, cost and energy consumed and avoiding Capital cost (CAPEX) The standard service consists of the following service features: Feature Description Infrastructure Deployment models Fujitsu Datcentre Fujitsu Private Cloud can be deployed to one or more of Fujitsu UK Tier III or equivalent datacentres certified to ISO27001 Customer Datacentre Fujitsu Private Cloud can be deployed to a customer datacentre and managed by Fujitsu Virtual Machine deployment models Unmanaged Payloads Provision of Virtual Machines containers using a utility based compute, memory and storage model Managed Payloads Provision of Virtual Machines with a payload that is managed by Fujitsu. Three different levels of management are available; Foundation, Moderate and Complex. Virtual Machine Configuration vcpu Minimum and For example each Virtual machine can have a minimum of 1 vcpu Maximums and a maximum of 8 vcpus. You can configure vcpus in 1 vcpu increments. Self-Service Portal Memory Minimum and Maximums Storage Minimum and Maximums Virtual Machines Life Cycle Management Virtual Machine Consumption Virtual Machine Snapshots Network Configuration For example each Virtual machine can have a minimum of 1GB of Memory and a maximum of 16GB Memory You can configure vcpus in 1 GB increments. For example each Virtual machine can have a minimum of 50GB of Storage and a maximum of 2,048 GB of Storage You can configure storage in 10 GB increments. The ability to create, modify, consume and decommission Virtual Machines. On decommission of a Virtual Machine Fujitsu retain that Virtual Machine for an additional 2 weeks before deletion. During this period the Virtual Machine can be recovered by Fujitsu support teams. The ability to start, suspend, stop and reboot Virtual Machines The ability to create, consolidate and delete snapshots. The platform supports the existence of a single active snapshot per Virtual Machine at any one time. This snapshot must be delete of consolidated before another can be created. Snapshots exist for a maximum of 24 hours, after that time the changes are automatically consolidated in to the Virtual Machine and the snapshot is remove. The ability to create, modify and remove network configurations and associated virtual devices. The ability to create, modify and remove network control rules to Page 2 of 7

3 Additional Services Monitoring Role Based Access Control Authorization Workflows Fujitsu Infrastructure Management Service Offering Blueprinting Service create multi-layer tier network designs. The ability to view an overview of system and Virtual Machine health and counters. RBAC to govern what actions authorised users can carry out on the portal and the API management controls. The ability to put in place authorisation workflows to ensure that financial authorise approve any cost impacting changes or requests. Can be used to provision Fujitsu template and standard Virtual Machines with a preconfigured Operating System on top of the Fujitsu Private Cloud platform integrated with Managed Services. A Fujitsu service to design, create and managing the ongoing life of a blueprint based on customer requirements. Key Volumetric Information Base Volumes The following table depicts the minimum configuration for a private cloud deployment: Min & Max Threshold Volumes: The following table depicts the minimum and maximum configurations of a private cloud deployment as well as the increment steps that can be applied: Component vcpu RAM Storage Base 700 vcpu 1,400 GB 12 TB Component Minimum Increment vcpu 700 vcpu 1 vcpu RAM 1,400 GB 1 GB Storage 12 TB 10 GB Inclusions* Services Exclusions* Services Private Cloud Virtual Machines and Daily Snapshots are backed up nightly for service integrity in case the Virtual Machine content (held in data files on the Datastore) is accidentally corrupted or lost. These backups are not available for use in recovering/restoring customer Virtual Machines. A self-service portal to carry out administration and operational functions Support of additional Operating systems and server roles are available under Infrastructure Managed Services (IMS), delivered by Fujitsu Cloud Hub. Refer to the IMS offering service description for further details. A Service Deck is a required component for the Private Cloud offering from Fujitsu. This can be provided as an optional added service. Account Management Services are an optional added service that can be procured. Infrastructure Managed Services which provide managed payloads are an optional service. Networking options such as shared bandwidth and security services are optional services. Software All VMware and associated infrastructure software required to provide Fujitsu Private Cloud will be provided as part of the service. Fujitsu remain the owner of these licenses and they are non-transferable to the customer upon service termination. Support of Operating systems and server roles as predefined PaaS offerings are delivered by Cloud Hub. Page 3 of 7

4 Infrastructure Infrastructure Customer data is processed only at the agreed data centres with customer data kept in the UK to preserve the customer s control over their corporate information. Fujitsu will only transfer data out of the UK when requested by the Customer. Private Cloud provides enterprise grade, virtual server and storage resource pools using IT infrastructure with proven reliability. The infrastructure is highly available with redundant paths to the compute, storage and network elements. We also utilise VMware tools such as VMware HA, VMware vmotion and VMware Storage vmoition to protect and minimise the risk of outages and the impact that they might cause. Infrastructure Management components are backed up by Fujitsu for service integrity. Service Levels (these are the levels of performance of the Service that will be contained in a contract for the service) The standard service levels are sumnarised below: The Private Cloud service is designed to be available 24x7. Private Cloud Core Hours of support 08:00-18:00, for issues that are deemed to be priority 1 support is 24x7. The Private Cloud availability for a single site deployment within a Fujitsu datacenter SLA as a minimum is 99.95% (excluding operating system and all other content) excluding planned maintenance periods which have been notified 14 days in advance. The Private Cloud availability for a dual site deployment within a Fujitsu datacenters SLA as a minimum is 99.99% (excluding operating system and all other content) excluding planned maintenance periods which have been notified 14 days in advance. When a Private Cloud is hosted in a location outside of Fujitsu control, down time attributable to the location are excluded from the SLA calculation. Examples, Power failure and Access restrictions. 24x7 Infrastructure Monitoring and Management. Unless you are taking an Infrastructure Managed Service (IMS) for a payload, Fujitsu support for Private Cloud Virtual Machines is limited to ensuring the availability of the Virtual Machine and not its content (i.e. Operating System or Applications). Planned Maintenance 14 days notice will be provided to the customer(s) The maintenance windows are as follows - 00:00 06:00 Monday to Friday 08:00 12:00 Saturday to Sunday Key Performance Indicators (these are aspects of the Service that Fujitsu will measure and report on in addition to the Service Levels) Availability of the infrastructure and the management portal, measured by the time the management portal is inaccessible. Availability of the Virtual Machine Containers, measured by the ability to start a Virtual Machine container. Assumptions & Impact If hosted in a customer datacentre, Fujitsu will be permitted access to that datacentre for maintenance of the Private Cloud Service. If access is not granted then Fujitsu cannot maintenance the service and the SLA will not be in effect. Customer Obligations The customer responsibilities for Private Cloud Virtual Machines depend on if IMS services are taken or not. When taking IaaS only: Provision, installation and configuration of all software within the Virtual Machine. Application of all patches inclusive of the operating system upwards. Backup and restore of all customer Virtual Machine content. Provide ISO images, for operating system or other content, that require mounting to the Private Cloud Virtual Machines. All software licensing except the VMware licensing necessary for platform operation. Operation and monitoring of Virtual Machine content. Provide security management, monitoring and Anti-Virus measures for the operating systems and payloads. Page 4 of 7

5 Workload and Data migration, inbound or outbound. Fujitsu can provide this service if required, Support for all incidents and problems unless the cause is related to the underlying Private Cloud infrastructure. Management of all software releases, upgrades and patching of the operating systems and payloads Identify and register Users and associated Authorisers. When taking additional services from IMS Services: Provision, installation and configuration of all software upwards from the operating system. Application of all patches to the payload software upwards. Managing snapshots to secure Virtual Machine content on a short-term basis. Workload and Data migration, inbound or outbound. Fujitsu can provide this service if required, All software licensing except the VMware and Operating System licensing necessary for operation. Support for all incidents and problems unless the cause is related to the underlying Private Cloud infrastructure or the managed payload. Management of all software releases, upgrades and patching of the payloads Identify and register Users and associated Authorisers. Where the Private Cloud is hosted within a Customer location, the following will also apply. The customer will permit physical access to the location and the Private Cloud infrastructure as the result of an incident of maintenance activity. The customer will provide the required networking connectivity and hardware. The customer will provide a hosting environment that meets the standards set out by Fujitsu. Commercial Summary There are 4 components in the standard Fujitsu Private Cloud offering that are chargeable: Virtual Machine Container vcpu vram Storage These components are metered hourly and billed monthly, allowing you to flex and scale your requirements in line with business demands. The following table provides an overview of the components and options available in the standard Private Cloud Service. In essence there is a charge per hour for each VM container and then a charge per hour for each component in the VM container. Component Type Chargeable Unit of Measure Minimum Maximum Single Site Deployment Required 1 Deployment Hosted at Fujitsu Option Yes Per Deployment Hosted at Customer Option Yes Per Deployment Dual Site Deployment Optional Hosted at Fujitsu Option Yes Per Deployment Hosted at Customer Option Yes Per Deployment Virtual Machine Required Yes Per VM /hr vcpu Required Yes Per vcpu /hr 1 vcpu 8 vcpu vram Required Yes Per GB /hr 1 GB 32 GB Storage Tier 1 Option Yes Per GB /hr 50 GB 2 TB Storage Tier 2 Option Yes Per GB /hr 50 GB 2 TB Storage Tier 3 Option Yes Per GB /hr 50 GB 2 TB Storage Tier 4 Option Yes Per GB /hr 50 GB 2 TB Storage Tier 5 Option Yes Per GB /hr 50 GB 2 TB Managed Payload Options Optional Foundation Option Yes Per VM /month Moderate Option Yes Per VM /month Complex Option Yes Per VM /month Blueprints Optional Blueprint Design & Implementation Option Yes Per Sprint 1 Sprint Blueprint Ongoing Maintenance Option Yes Per Sprint 1 Sprint Page 5 of 7

6 Replication Options Customers that want to have a replicated environment will need to procure the equivalent amount of CPU, RAM and Storage in the second location for the replication based on their desired RPO targets. Customers are also responsible for procuring the network link between the two sites. Storage Options Customers will be able to select up to 3 of the following tiers of storage for their deployments: Component Guaranteed IOPS per TB Burstable IOPS per TB Storage Tier Storage Tier Storage Tier ,024 Storage Tier 4 1,024 2,048 Storage Tier 5 2,048 4,096 Storage Tier 6 3,072 6,144 Payload Management Options There are 3 Managed Payload options that can be deployed on a per Virtual Machine. Component Foundation Moderate Complex Support Hours Severity 2, 3, 4 08:00 18:00 08:00 18:00 Mon - Fri Mon - Fri 24x7 Severity 1 08:00 18:00 Mon - Fri 24x7 24x7 Monitoring Active Operating System (Ping) Key Operating System Components - Database, Middleware - - Administration Incident Management Addressing Technical Queries System Performance Tuning - System Configuration - Maintaining Server Availability - Patching & Release Management Access to Patch Reportistory (Linux) Regular Patching and updates to O/S Emergency O/S Patching as required O/S Patching Report Antivirus Patching Backup & Recovery Image Level Backups Optional Optional Optional File Level Backups Optional Optional Optional Page 6 of 7

7 Blueprint Management Options The Fujitsu Private Cloud service uses Blueprints to deploy workloads on to the platform. Blueprints can be simple one machine templates or complex multi-machine templates with workflows and authorization. If you require a Blueprint of a workload Fujitsu can design, implement and managed the lifecycle of that Blueprint for you. Fujitsu design and implement Blueprint in Sprints, a Sprint is defined is a defined piece of effort. A basic Blueprint can be designed and deployed in 1 Sprint. Each Sprint includes an element of consultation with the customer and development effort to build the Blueprint. Once the Blueprint has been deployed there will be a ongoing support cost for that Blueprint based on the number of Sprints that were taken in its development. *Note: The list of Inclusions is a high level summary of all the service elements that form part of the Service. The list of Exclusions is a high level summary of some items that do not form part of the service, and has been provided to give additional clarity. The list of Exclusions is necessarily not an exhaustive list. Page 7 of 7 Contact Fujitsu Services Address: 22 Baker Street London W1U 3BW Phone: +44 (0) Fax : +44 (0) Website: /[Country Code] YYYY-MM-DD [Region Code] [Language Code] Copyright Fujitsu Services Ltd All rights reserved. No part of this document may be reproduced, stored or transmitted in any form without prior written permission of Fujitsu Services Ltd. Fujitsu Services Ltd endeavours to ensure that the information in this document is correct and fairly stated, but does not accept liability for any errors or omissions. 1214/10.11/IDEAS BRA01

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