VERIZON CLOUD SERVICES

Transcription

1 Service Description: Insert Title VERIZON CLOUD SERVICES Verizon 1. EXECUTIVE SUMMARY VERIZON CLOUD OVERVIEW Verizon Deployment Modes Service Tiers Use Cases and Challenges DETAILED DESCRIPTION Management Compute Virtual Machine Lifecycle Management Storage Networking Pre-Built Operating System Templates Security Private On-Premise Private Off-Premise Service Tiers Service Level Agreements AVAILABILITY PRICING Page 1 of 13

2 1. EXECUTIVE SUMMARY Verizon provides cloud-based Infrastructure-as-a-Service (IaaS) in both self-service and Verizon-managed models to support a wide range of customer solutions. Customers can create, manage and delete Virtual Machines (VMs) as required in different deployment models: public cloud, (VPC) and private cloud. However Verizon is deployed, Verizon provides standard and/or customized management, security and support services to fit customer specific requirements. 2. VERIZON CLOUD OVERVIEW Verizon provides a broad range of infrastructure cloud capabilities to address the diverse needs of global enterprise customers. The power and flexibility of Verizon s globally distributed cloud computing platform, combined with the Verizon network and top-tier data centers provide the foundation for reliability and availability. Beyond a world-class platform, Verizon provides value-added infrastructure management and security expertise so that large organizations with mission-critical computing needs receive the right technology for their needs delivered by experts. Verizon supports diverse security, performance, and cost requirements. It enables rapid startup for customers with immediate needs. A user can create an account using a credit card and immediately take advantage of our public cloud. IaaS delivers the cost benefits of a secure multi-tenant cloud with the added value of selectable performance and highly configurable networking. Customers can grow their environment on demand to cope with increasing project and application sizes. A streamlined online user experience provides rapid access to additional public and s (VPCs). Users can provision cloud workloads in alternate cloud data centers, create a Space, add management services and request access to additional Verizon expertise to support their business. Dedicated environments or private clouds are available for customers who require customization, high performance, or complete segregation. Private clouds based on Verizon s leading technology can be deployed in the customer s datacenter or Verizon s. Verizon understands that maintaining the confidentiality, integrity and availability of mission critical information is a top priority for enterprises and government agencies. Verizon employs a multi-layer approach to security that enables our customers to purchase appropriate services in order to achieve a desired state of protection at all levels within their Verizon environment. Multi-layer security services can be delivered in the cloud to defend web sites, applications and data from malicious attacks by combining advanced state-of-the-art tools, services and instrumentation; all managed by a team of trained, experienced and certified security professionals. 2.1 Verizon Deployment Modes All Verizon customers have access and control over the Verizon infrastructure via the Console. The first deployment action is to define a Space, which is a logical grouping of resources. VMs in a Space inherit certain qualities or characteristics, depending on how the Space is defined. The first characteristic of a Space is the deployment mode. Deployment modes include: Public: Low cost, on-demand cloud infrastructure that is delivered in a shared multi-tenant environment providing secure logical isolation between customers. Customers can select from thirteen pre-defined VM configurations, each with configurable disk size, IP addresses, disk IOPs and NIC performance. (VPC): Three separate VPC configurations exist. Each VPC configuration is an ondemand cloud infrastructure that is delivered in a shared multi-tenant environment providing secure logical isolation between customers. Each VPC is available only in an offline (invoice) payment method: Configuration 1. Reserved Performance VPC providing dedicated VPU (no noisy neighbor), allowing granular configuration of virtual machine VM and network settings, letting customers reserve CPU, memory, storage, and network bandwidth. Network Automation through API helps mimic existing data center network Page 2 of 13

3 topologies in Verizon, manage routing, and extend existing IP space into Verizon. Broadcast and multicast can be configured as needed to support DHCP and DNS. Configuration 2. Elastic Resource VPC, great for variable demand workloads yet no resource reservation needed to deploy VMs on demand. Supplies a shared pool of resources for instance-based VMs, letting customers pay for cloud services per use instead of through reserved resource capacity while providing control of per-vm efficiency. Elastic Resource VPC also gives customers value-added features such as snapshots, basic monitoring, built in software or dedicated physical firewalls and load balancers, cloning, template management, and VM import/export. Characteristics include private network integration, dedicated address space, and dedicated hardware or software networking appliances (firewalls, load balancers). Configuration 3. Resource Pool VPC, providing VPU and RAM as a pool of resources that can be assigned to VMs. Great for static workloads and expected resource usage yet allows for busting and oversubscription when additional resources are needed. Supplies a dedicated pool of resources for VMs, while providing full control of resource efficiency and performance. Resource Pool VPC also provides valueadded features such as snapshots, basic monitoring, dedicated physical firewalls and load balancers, cloning, template management, and VM import/export. Private : Provides a discrete pool of computing resources (process, memory, and storage) on dedicated hardware where customers can create and manage virtual servers. The easy-to-use Web console enables access and control without the need for specialized knowledge or assistance. Management APIs are also available. Private can be delivered at a customer site, or in a Verizon Data Center: Private Off-Premise: Physical segmentation of compute and storage resources within the Verizon to isolate compute and storage to a single customer with the benefit of shared data center components, cloud management tools, and Verizon management staff. Private On-Premise: Verizon cloud deployed on customer premises that are managed remotely by Verizon. The payment methods available for each deployment mode are shown below: Payment Method Public Config 1: Reserved Performance Config 2: Elastic Resource Config 3: Resource Pool Credit Card Yes No No No Offline Invoice Yes Yes Yes Yes 2.2 Service Tiers In addition to the deployment mode, Spaces within Verizon are also defined by their Service Tier (CST). All VMs in a given CST are managed at the same CST level. Customers can choose between the following Service Tiers (CSTs): Base Service Tier: Low cost, on-demand, rapid access, DIY cloud Guided Service Tier: Value-added support, tools, and cloud gurus available 7x24 Standard Service Tier: Depend on Verizon to manage customer environments and maintain high availability and support (phased availability in 2015) Premium Service Tier: Highest touch service and support priority (available early 2015) The CSTs available to each deployment mode are shown below: Service Tier Public Config 1: Reserved Performance Config 2: Elastic Resource Config 3: Resource Pool Base Yes Yes Yes Yes Guided No Yes Yes Yes Page 3 of 13

4 Standard (phased availability in 2015) Premium (early 2015) No Yes Yes Yes No Yes Yes Yes 2.3 Use Cases and Challenges Verizon addresses several common business challenges that customers face, including: Underutilized resources that drive up costs. Business applications often reside in organizational silos with dedicated servers and networks; each designed to support peak demand but which are largely underutilized most of the time. This unnecessarily drives up the costs of hardware, software, maintenance, operations, electricity and data center space. Rapid provisioning of capacity on demand. Companies are often faced with fluctuating capacity requirements as a result of both planned and unplanned events. Varying capacity requirements drive the need to provision additional resources quickly and on short notice. Below are few examples of situations that require rapid provisioning and additional capacity. Holiday Retail Auctions End of Year/Quarter Events Seasonal Demand Marketing Promotions Migrations Enrollments Sales Campaigns Mergers & Acquisitions Development Projects Maintaining service levels and controlling costs. Companies are under constant pressure to maintain and improve the availability, security and performance of their applications and IT infrastructure, yet to control costs in the face of global competition and market pressure. High availability is a common business requirement for many enterprises but typically requires redundant, expensive, and difficult to manage enterprise-class hardware. Performance. Unpredictable performance hinders the effective use of cloud computing in the enterprise, specifically as it relates to storage and network services. Most cloud providers either do not provide reserved performance or charge a significant premium for high performance. Flexibility. Marginal flexibility of configuration and choices reduces a business ability to balance computing requirements against cost. Most cloud providers box customers into specific choices for VM types or provide very specific high-cost performance configurations. Networking. Enterprises want the cloud to be a native part of their IT environment. Limited networking capabilities keep customers from extending their existing IP space out to the cloud provider, and also prevent the creation of a true multi-tiered network topology. There are some providers that are taking steps toward this but either the capability is limited on the platform or it does not have all the networking capabilities needed to extend customer data center networking to the cloud (e.g. support for broadcast and multicast in the cloud to support services like DHCP and DNS) Controls. No transparency around security controls and true auditability of the data centers where a customer s workloads reside hinders the ability of enterprises to address security compliance requirements. Accountability. Outages and unpredictable availability cause major losses to businesses. Organizations demand true enterprise-class reliability and availability for workloads in the cloud. 3. DETAILED DESCRIPTION 3.1 Management Customers maintain command and control of cloud infrastructure resources visually through the Verizon Console and programmatically via the Verizon Application Programming Interface (API), enabling: On-demand deployment of cloud resources around the globe through a single pane of glass Management of identities and associated profiles Business and Space management Access control for Verizon identities to customer Business and accounts through an invitation process Role-based access controls Page 4 of 13

5 Access to reporting and billing information Single point of contact for support services The Verizon API provides a programmatic interface to the Verizon infrastructure that can be used by any Verizon customer. The infrastructure is a RESTful API module that consists of objects encoded in JSON and operates over HTTPS. This API provides the ability to configure programmatically, monitor and report on all aspects of the cloud subscription. The API is facilitated via a JAVA SDK that will be available for customers to download. Verizon uses a key-based authentication mechanism for the APIs. 3.2 Compute resources are configured and provisioned into the customer s Space by an identity that has administrative privileges to the Space (Organization Administrators or Space Administrators) based on the needs of the workload or project. The appropriate Deployment Option is selected for a workload based on foundational criteria including geography, performance, desired features, and deployment type to support the IaaS resources that will fulfill the technical requirements specified by the cloud admin. Multiple Spaces can be provisioned to support a variety of business and technical requirements. Depending upon the Deployment Mode, VMs can be configured with: Virtual Processing Units: Select between 1 and 8 Virtual Processing Units (VPUs) per Virtual Machine (VM). Each VPU can be configured up to 2GHz Memory: Select between 512 MB and 60 GB of memory In the Public, only predefined configurations of VPU and RAM are allowed. In the VPC or Private, individual levels of VPU and RAM are selectable. Disks: up to 1 TB per disk, up to 15 disks per VM Network: up to four NICs per VM Larger configurations may be available upon request. 3.3 Virtual Machine Lifecycle Management VMs can be created and deleted through the Verizon Console User Interface (UI) or API. During VM creation, customers can select a predefined operating system template or specify a custom defined VM. Customers can select sizing information and features related to the VM (VPU, memory, disk storage, storage bandwidth, network bandwidth), and can also choose to add a custom defined VM into their personal template list that can be re-used in the future. Once a VM is created customers can perform common VM lifecycle actions including: Create Power On/Off Configure (add/remove disks, change VPU, memory) Reboot Console Access Shutdown Delete Customers will be able to access their VMs directly via a console built into the Verizon Console. Customers will have the ability access a VM directly from their browser without the need for a jump host or other software. Page 5 of 13

6 Customers can also add disks, virtual NICs to a VM and request and add/remove public IP addresses associated with a VM. 3.4 Storage Block Storage Functions: A RAID scheme provides built-in redundancy for protection from disk failures at no additional cost Disks can be configured as part of a VM or independent of a VM Disks may be attached/detached/re-attached to VM s Disk size can increased or decreased while the disk is unmounted Multiple VMs can simultaneously mount a single storage volume Data Integrity: Multi-layered disk redundancy is used to help protect customer data from the physical drive failures and I/O path failures Integrated redundancy to reduce block overhead in mirroring Small blocks are mirrored, or parity protected to provide the ability to sustain multiple drive failures without losing data 3.5 Networking Verizon allows customers to build their network topology in our cloud. On-demand networking reduces the need for complex network designs across the global footprint allowing customers to create: A range of network topologies between VMs Multiple Layer 3 network types (bridged, routed, NAT d) Layer 3 networks to connect data centers or connect back to their data centers Optional Network Resources IPv6 Addresses LAN-to-LAN VPN Tunnels (1, 3, 6, or 10 Mbps Tunnels) (limited to VPC configurations 2 and 3) Additional Public IP Addresses Private networks with customer-provided IP addresses Customer-provided Dedicated Private IP addresses Network Automation through API On select deployment configurations, Network Automation through API helps mimic existing data center network topologies in Verizon, manage routing and extend existing IP space into Verizon. Broadcast and multicast can be configured as needed to support DHCP and DNS. Integrated Firewall Service Verizon resources are protected by firewalls that are configured with firewall rules. Customers can manage the firewall via the user interface and add firewall rules. The following elements define a firewall rule: Protocol - the IP protocol of the packet (e.g., TCP, UDP, or all) Source IP host/network Destination IP host/network Destination TCP/UDP port(s) Action (accept, discard or reject) Page 6 of 13

7 The Public and VPC Configuration 1 support perimeter firewall functionality, providing protection for malicious Internet traffic. By leveraging NFV, Verizon can dynamically scale the firewall service as required. Throughput of the firewall service is determined by the level of Internet bandwidth subscribed to with a limitation up to 500 Mbit/s in throughput. Currently, no dedicated options are available. VPC Configurations 2 and 3 support perimeter and intra-network tier firewall functionality, providing protection for malicious Internet traffic as well as the ability to control network level access between various network segments in a fine grain controlled fashion. Customers can opt to leverage the advanced firewall utility platform for network bandwidth requirements up to 50Mbit and alternatively acquire dedicated solutions for environments requiring more bandwidth. In the public cloud, only software firewalls are available. In VPC, both software and dedicated hardware firewalls are available depending upon the selected deployment mode (Software firewalls in Configuration 1, Shared or Dedicated Hardware firewalls in Configurations 2 and 3). Load Balancers Load balancer functionality is available via the Verizon Console with support for many common loadbalancing functions including round robin, least connections, least packets per second, and least response time. Customers have the option to collocate dedicated hardware that can be integrated with the cloud. In VPC Configurations 2 and 3 (Elastic Resource and Resource Pool), a dedicated load balancer is required for sustained traffic over 50Mbps. Public IPs Customers can associate a public IP address to a VM that will allow a VM to send and receive traffic from the public Internet. Customers can reserve public IPs so a given virtual machine can use that public IP address until it is explicitly released. Internet and Network Connectivity All Verizon deployment models provide an Organization or Space administrator with the ability to enable or disable network access for public Internet connectivity through the firewall functionality. Public network usage pricing is based on bytes transferred out of the environment through a VM s public IP address... In the VPC: VPC Configurations 3 and 3 (Elastic Resource and Resource Pool) bill network usage based on metered usage billed at the 95th percentile for all inbound and outbound traffic VPC Configuration 2 bills network usage based on bytes transferred out of the environment through a VM s public IP address Connectivity to other critical infrastructure services including private IP termination points, colocation environments, and managed hosting deployments can be supported upon request. Logging Customers can access environment system logs including firewall logs and activity task logs through a request to Verizon. Metrics and Monitoring Metrics for all virtual machines in the platform will be available for tracking performance of VMs over time. 3.6 Pre-Built Operating System Templates A variety of popular pre-configured operating system and application templates are available within the Verizon. Customers have the option of selecting from Verizon-provided templates or Vendor templates available in Page 7 of 13

8 the Verizon Marketplace. Available templates include Microsoft, Red Hat, Ubuntu, and CentOS operating systems, as well as popular applications such as Oracle, Microsoft SQL Server, WebLogic, and Docker. Customer provided templates can be supported upon request. Operating System and Application Deployment Templates The following operating system deployment templates are available. For specific details, please refer to Supported Operating System Base Templates. CentOS Template Versions CentOS CentOS CentOS 7.0 Red Hat Enterprise Linux Template Versions RHEL RHEL RHEL 7.0 Ubuntu Template Versions Ubuntu LTS Ubuntu Server Ubuntu Server LTS Microsoft Windows Server Template Versions Windows Server 2008 Enterprise Edition Windows Server 2008 R2 Enterprise Edition SP1 Windows Server 2008 R2 Standard Edition SP1 Windows Server 2008 R2 Web Edition SP1 Windows Server 2008 Standard Edition Windows Server 2008 Web Edition Windows Server 2012 R2 Standard Windows Server 2012 Standard Oracle Enterprise Linux Template Versions Oracle Linux 6.5 with Oracle Database Oracle Linux 6.5 with Oracle Database Other Operating System Template Versions FreeBSD 10.0x64 pfsense Debian x64 Cisco CSR 1000V 3.7 Security Verizon and its supporting infrastructure have been designed with security controls and frameworks that enable customers to layer security controls and services on top of the platform. Customers can now achieve a comparable or greater level of control and assurance as an in-house traditional IT environment. Additionally Verizon offers Managed Security Services further offloading the need for advanced security expertise to a 24/7 SOC containing seasoned and certified industry security experts. The base and logical security features described below come included with the service at no additional cost. Base Security Features Resilient security starts at the base level. All deployments are located in purpose-built, cloud-enabled data centers using redundant power and cooling systems that help preserve operations. Advanced computing security control systems include interior and exterior video monitoring, access control systems and 24x7x365 monitoring by an on-site guard and our Network Operations Center. Verizon has chosen facilities that use some of the highest physical security features available in the industry to deploy the Verizon. Access Control, Background Checks and recurring Training are further used to complement the physical controls. Logical Security Features Page 8 of 13

9 Verizon operates a second logical layer of defenses through virtualization tools and a complete suite of security controls that are delivered, managed and maintained by our 24/7 NOC and SOC. In our ongoing efforts to ensure the confidentiality, integrity and availability of networks, resources and data for the infrastructure, Verizon uses a significant number of internal tools for the protections of the IaaS management backplane for Compute, Network, Storage and Management. Verizon addresses logical security controls through various mechanisms at all layers: Compute layer (Hardening, strong authentication and authorization policies as well as using least privilege principles) Network layer (Hardening, advanced segmentation techniques, perimeter firewalls as well as Intrusion Detection Systems) Storage layer (Hardening, SAN segmentation, and proprietary SDN segmentation techniques) Management layer (All above principles are applied to the management infrastructure as well) In addition to the actions taken and delivered to the customer concerning the actual infrastructure, the Verizon platform further enables the customer to use the following Logical Security features at no additional cost: An integrated firewall service as described in the Integrated Firewall Service section above An Identity and Access Management framework that delivers powerful RBAC capabilities. The framework allows customers to control access to specific resources, specific cloud spaces and specific actions that can be executed on the platform. For example: Grant an identity the ability to reboot, power off and power on a VM but disable the ability to edit the configuration details of the VM. Grant an identity the ability to control the network configuration but the inability to change VM or storage configurations. Throughout 2015, Verizon will expand the scope and capabilities of the identity and access management framework to support more than just access control for endpoints that handle primitives such as network, disk, storage and VM s. The framework will also be normalized to ensure that all deployment models and compute configurations are controlled by the same framework. Security requirements are always increasing and are a concern in every area of business. To facilitate the ongoing and continuous management of our cloud products, Verizon dedicates an entire team of governance, risk, and compliance (GRC) experts to support unique requirements. Verizon can help address business standards and security compliance requirements by implementing strong security controls to protect the cloud platform, adhering to life-cycle and change-management practices, and offering assessments through Professional Services engagements to help address GRC concerns. Verizon Elastic Resource and Resource Pool VPC options meet the following standards (at select data centers): SSAE 16 SOC 1 SSAE 16 SOC 2 PCI DSS ISO :2005 HIPAA enabled Reserved Performance VPC assessments for PCI DSS and SSAE 16 are in the process. Please work with an account executive to understand the exact scope of the frameworks and receive further details. In select locations, the Verizon platform can support healthcare and federal workloads and HIPAA and FedRAMP requirements. Page 9 of 13

10 Value Added Security The Verizon platform has been built to support layered security on top of the infrastructure to ensure customers can choose to enhance their solution with specific controls and leverage secure connectivity solutions to address security requirements. The following is a non-exhaustive list of additional services or solutions that Verizon offers: Preconfigured security solutions through Verizon Marketplace ISVs Managed Security Services Secure Interconnect (SCI) 3.8 Private On-Premise Private cloud deployed within a customer datacenter provides the flexibility of the cloud with the peace of mind that comes with a fully managed service and a single bill. Private On-Premise includes: Hardened and fully automated virtualization environment provided as a service Low initial cost based on a site survey and Deployment and Installation (D&I) cost Centralized Management from Verizon for Tier 2-3 issues Consistent and Standardized Verizon customer support Unified experience through the Verizon Console Option to contract separately and deploy into Verizon colocation sites around the world as an extension of customer data center capacity Verizon teams require physical access to the Private On-Premise deployment to support management functions including capacity expansion, infrastructure audits, and inventory management. Verizon provides day-to-day management, and the customer performs any real-time hands-on operations with direction from Verizon. Only the offline invoice payment method is available for Private On-Premise. All Service Tiers are available for Private On-Premise. Private On-Premise Site Requirements To support a Private deployment in a location other than a Verizon -enabled data center, the facility must meet certain requirements. Please refer to Private On-Premise Site Requirements. 3.9 Private Off-Premise Private cloud deployed within a Verizon data center provides the flexibility of the cloud with the peace of mind that comes with a fully managed service and a single bill. Private Off -Premise includes: Hardened and fully automated virtualization environment provided as a service Low initial cost based on a Deployment and Installation (D&I) cost Centralized Management from Verizon for Tier 2-3 issues Consistent and Standardized Verizon Customer Support Unified experience through the Verizon Console Option to contract separately, deploy into Verizon Colocation and Managed Hosting and cross-connect locally with low latency and data charges Page 10 of 13

11 Verizon supports all private cloud management and hands-on operations. Only the offline invoice payment method is available for Private Off-Premise. All Service Tiers are available for Private Off-Premise Service Tiers All Service Tiers will be available across deployment modes. At the time of Verizon launch, only the Base Tier and the Guided Tier will be available. A summary of the features across Service Tiers is shown below: Base Guided Standard (phased availability in 2015) Premium (early 2015) Support Services Online Service Dashboards and Reporting Included Included Included Included Community Forums Included Included Included Included Online Chat Included Included Included Included Online Service Request Entry (Web Ticket) Included Included Included Included 24x7 Phone Support None Included Included Included Targeted Support Response Time - Severity 1 <24 hours <1 Hours < 30 min < 15 min Targeted Support Response Time - Severity 2 <24 hours <12 hours <2 Hours <1 Hours Targeted Support Response Time - Severity 3 <48 hours <24 hours <12 Hours <12 Hours Engineering Advisory Resource N/A 2hr 10hr N/A Assigned Client Engineer N/A Optional Optional Optional Assigned Service Delivery Manager N/A N/A Included Included Base Service Tier All Verizon customers have access and control over the Verizon infrastructure via the Console. Customers who elect the Base Service Tier have access to a community of information in forums and online chat resources to self-enable building and managing their cloud infrastructure. Additional features and tools for customers to self-manage their environment can be unlocked at the base level for an additional fee and include features and tools such as snapshots, backups, and self-service monitoring. The Base Service Tier is recommended for customer deployments where customers prefer to manage all aspects of the deployment and management of their cloud spaces. Page 11 of 13

12 Guided Service Tier For Verizon customers requiring additional assistance, Verizon provides support expertise at the Guided Service Tier. By adding 7x24 phone access to our Global Support Operations Service Center, Verizon provides Guided Service Tier customers live access to skilled technical support personnel for advice on running workloads on the Verizon infrastructure. Guided Service Tier customers also receive specific response time commitments. At the Guided Service Tier, customers can elect to purchase a Verizon Managed Operating System (OS) image from a selection of standard supported operating system templates. Verizon will then extend to Guided Service Tier customers the support and management commitments described further in the Managed Services Overview section. The Guided Service Tier is recommended for customer deployments where DIY is the preferred customer approach but where customers may require additional performance capabilities or 7x24 advanced service desk phone support. Standard Service Tier (phased availability in 2015) The Standard Service Tier allows Verizon customers seeking to shift the work of provisioning and management of their cloud environment to Verizon Service Management experts. Under the Standard Service Tier, Verizon will install and configure Spaces as well as conduct the ongoing Monitoring, Event, Incident response, Configuration Management, Critical Patch Management, and Tier 1-3 Service Desk, as well as Problem Management, and Product Lifecycle Management for all supported services. Standard Service Tier customers will also be assigned a Service Delivery Manager for customer relationship management, proactive service planning, and service management oversight. The Standard Service Tier is recommended for customers that prefer to have Verizon provide the core critical support and Service Management functions for their production workloads, enabling customer technical resources to focus on the development, innovation, and business success factors. Premium Service Tier (available early 2015) For customers seeking high touch service management support from Verizon, the Premium Service Tier provides the highest level of response time targets, access to a Premium support team and options for customization of services. The Service Delivery Manager helps customers complex and mission critical workload requirements maintain high efficiency and availability of their Space. For additional costs, a dedicated support team can be provided. This high-touch service provides the level of support customers with Mission Critical workloads, Private solutions and custom application support require for a most complete and integrated service experience. The Premium Service Tier is recommended for customers with Business Critical and Mission-Critical workloads that wish to partner with Verizon not only on critical support and Service Management functions but also collaboratively work as a team to enhance deployments and application functionality in the Verizon Service Level Agreements Verizon offers the following SLAs: Service Availability: Compute Services will be available for at least 99.95% of the time in any given calendar month in each Verizon Data Center SLA terms and conditions apply. See a Verizon account manager for details. Page 12 of 13

13 4. AVAILABILITY Verizon is available in the following countries: Public United States Private Culpeper, VA Yes Yes Yes Denver, CO Yes Yes Yes Santa Clara, CA Yes Yes Yes Miami, FL Q Yes Yes EMEA Amsterdam, NL Yes Yes Yes London, UK Q Q Q Latin America Sao Paulo, BR Q Yes Q APAC Singapore, SG Q Q Q Hong Kong, CN Not Available Q Q Melbourne, AU Not Available Q Q PRICING Pricing is based on the deployment mode. Please contact a Solutions Executive for the most up-to-date pricing and options. Pricing for Private deployments is based on a usage-based model with a minimum monthly commitment. Private usage rates are the same as those for Public, which allows customers to take advantage of the control, isolation and security of Private, at the same low rate as our multi-tenant Public. Regardless of where the workload resides (Private,, or Public ), customers pay the same, low hourly rates. cloud.verizon.com 2015 Verizon. All Rights Reserved. v2.0 4/15 The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft and SQL Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Page 13 of 13