Atos Secure File Sharing SaaS

Transcription

1 G-Cloud Service Description Atos Secure File Sharing SaaS Anytime Files for G-Cloud 3

2 Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos WorldGrid are registered trademarks of Atos SA. June Atos Page ii

3 Contents 1 Introduction Service summary Scope Service Variants Related documents 3 2 Service contents Components Conditions Terminology 7 3 Service Levels Service and support availability Support levels Service-specific levels Standard Service Reports Usage Report Access Report Storage Report 10 Page iii

4 1 Introduction This document describes Atos Anytime Files. It provides a detailed description of the components of the service and the service levels that apply to it. 1.1 Service summary Atos Anytime Files (AF) offering is a Public cloud service with Atos Service wrapper that provides cloud file storage that gives similar functionality to that of consumer services such as DropBox or icloud but within the control of Enterprise IT. The planned releases are: Public Cloud hosted Anytime files service with Atos service wrapper in partnership with Citrix. 10gb of public cloud storage hosted in Amazon DC in EU. Fixed Service management with pre defined standard reporting and user account administration. Future planned Rel 2 Atos hosted Anytime files service with full Service Management, Atos hosted servers and storage.* * This service is planned but subject to confirmation if the full control system is held within the Atos DC Due Q For the purposes of this description the focus is now on Rel 1 only. Typical usages of the Anytime Files are: Provide cloud storage so users can access their files from any location and from any device at anytime Potential to replace windows file shares with cloud storage. Integration with Outlook to reduce attachments and using exchange as large file stores. Integration with SharePoint to improve mobility and collaboration The service is designed to be sold independently or as part of a wider Adaptive Workplace deployment such as the innovation Anytime Workplace, User Owned Devices, Managed client Devices, SharePoint integration and Mobile Device Management. Regardless if it is public cloud, or future private and hybrid, Atos will provide full service management to the service it offers 1.2 Scope Key features: 10gb Public Cloud Storage in EU (or US depending on customer) Use any device, smartphone, laptop, tablet to access your information at anytime. Outlook Integration to send large files Page 1

5 Variant 5 Variant 4 Variant 3 Variant 2 Variant 1 Atos Secure File Sharing SaaS 1.3 Service Variants The table below lists the components in each variant of the service. Used abbreviations: B : Part of the Basic Service O : Optional The detailed component list is described in section 2.1. Component Name Ref. Remarks Implementation Phase Service Set-up B IT Service Management B Service Reporting B Routine Operations (BAU) Anytime Files Option 1 Public Cloud (AF001) Anytime Files Additional GB (AF002) B O Other Anytime Files Advanced AD SSO Integration (AF003) O Training O Communications O Page 2

6 1.4 Related documents The following documents apply to this service description and are available on request: The following standard documents also apply to this document: MSD-GPM-0001 Atos Managed Services Standard Service Terminology. This document describes all service-related definitions. MSD-GPM-0002 Atos Managed Services Standard Service Conditions. This document describes all applicable service-related conditions and responsibilities. MSD-GPM-0003 Atos Managed Services Standard Service Levels. This document describes all generic service levels. In case of conflicting meaning or interpretation, the following order of documents takes precedence: This service description; The other documents listed above in the order they are listed. Page 3

7 2 Service contents 2.1 Components A Service consists of one or several building blocks. These building blocks are called Components. This section describes all Components. It does not define which Components are Basic and what are Optional. This has been specified in section 1.3. Ref. No. Component Atos Services ( = ) Customer Duties ( = ) Service Set-up Before the continuous part of the Service can be delivered, a Service Set-up phase will be completed. Service Set-up consists of the following activities/phases: Agreed scope User Account Setup Basic AD Integration Optional Training Webinar ( To Educate new users to cut down on Service Desk Calls) Customer Branding of Site IT Service Management The following describes the general IT Service Management relating to the Anytime Files and related portfolio services. Incident Management Incident Management as delivered for Anytime Files (AF) is 1 st and second line support, handling clientrelated incidents 1. which can be solved remotely 2. Which are included in the agreement - for example Hardware may not be supported in a AF scenario. Page 4

8 Ref. No. Component Atos Services ( = ) Customer Duties ( = ) First-line Incident Management can be delivered via Atos Service Desk. Incident Management that requires physical access to the client for diagnosis or resolution is not included, but can be delivered optionally via Atos On-Site Services. Incident Management does not include Root cause analysis. This is included in Problem Management. Problem Management Problem Management safeguards unnecessary recurrence of incidents and will provide resolutions and fixes for problems identified. Complaint Management Complaint management attempts to resolve expressions of dissatisfaction. A complaint always receives management attention on an appropriate level Service Reporting Atos shall provide standard reports on (1)Usage, (2)Activity and (3)Threshold. See example reports, schedule and format below Anytime Files AF001 Release 1 Release 1 is a public cloud file storage service based on the Sharefile product from Citrix. 10gb of user storage, pooled across the customer account is provided with Service Wrapper provided by Atos (see Service Desk and Service Setup). Core elements provided include: 10gb Pooled Storage Outlook Integration (if required and Page 5

9 Ref. No. Component Atos Services ( = ) Customer Duties ( = ) applicable) Desktop Sync and Mapped Drives on managed client device Configuration User Administration Anytime Files AF002 Additional GB Charge The standard service includes 10gb of storage for each user. If a user exceeds this limit and the entire account exceeds their total allocation of storage, then a charge per 1gb is administered. This is checked in standard reporting on a quarterly basis Anytime Files AF003 Advanced AD / SSO Setup Training For a one time fee for a minimum of 10,000 users accounts, Atos can configure the service to integrate to the customers AD environment to achieve Single Sign on SSO functionality. Service Option assumes single forest/domain AD and required infrastructure such as ADFS are in place to handle the identity requests and local authentication. if customer wants functionality with less then the required user then a project and costs will be agreed prior to the activity. If required Atos can discuss the training requirements for its operational staff and end users in using and operating the anytime files. End user remote webinar training is included in standard service Communications 2.2 Conditions If required, Atos can provide support in the communication to all stakeholders and end users when the Anytime Files is being rolled out to the customers environment. Generic service conditions are documented in the Atos Managed Services Standard Service Conditions document, as referred to in Section 1.4. Page 6

10 In addition, the following service-specific conditions are applicable: Subject Condition 2.3 Terminology Generic service terminology is documented in the Atos Managed Services Standard Service Terminology document, as referred to in Section 1.4. In addition, the following service-specific terminology is applicable: Term Description AF AWS S3 SDE SME Anytime Files Amazon Web Services Amazon Managed Storage Service Description (Atos) Subject Matter Expert Page 7

11 3 Service Levels This chapter details the service availability, support, and service-specific levels that will be applied. Service levels of the associated services should be referred to as there are no specific UOD service levels 3.1 Service and support availability Service level Set 1 Service Availability Window Standard Mo. Fr. 08:00 18:00 local time Service Availability Standard* (*As Version 1 is a Citrix delivered service the Service Availability is provided for information only and no service level is applied) Support Availability Window (3 rd Line Citrix) (Non administration tasks requiring Citrix administration or database administration and for any call not easily resolved by Atos Desk) Support Language 99.7%* (Will be part of service level in Release 2) 5*9 hours, US (GMT-5) Business Days, 8:00 17:00 h (11:00 20:00 GMT) English Response Time for entry 80% within 4 hours Service levels for Business Application support may differ from above values Application/contract specific Service continuity Recovery Point Objective (RPO) Service continuity Recovery Time Objective (RTO) TBC Release 2 TBC Release Support levels Service levels for support-related activities are documented in Atos Managed Services Standard Service Levels, as referred to in Section Service-specific levels Page 8

12 Description Level For all service levels specified above (unless indicated otherwise), service level measuring and reporting is included. The measurement period for service level reporting is 1 month (specific dates as defined by the customer contract). 3.4 Standard Service Reports The standard service reports are run monthly on a recurring basis and made available to the customer. The reports can be extracted in either HTML, Excel, CSV or PDF. The dashboard above provides the account team a quick view on the key metrics of Storage and Bandwidth charges. Screen shots of the 3 standard reports are below Usage Report Check employee or client activity. Page 9

13 3.4.2 Access Report This report is great if you must be Sarbanes-Oxley compliant. You can show who had access to which folder and their level of access to these folders Storage Report The Storage report is basically a complete overview of the projects everyone is working on and how much storage they are using. In addition to allowing you to check that all necessary files are available and in order on your account, you can also use this report to help decide which files may no longer be needed on the account. This will help you cut down on your account storage use to save money on your plan or prevent overage fees. Page 10

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