SERVICE DEFINITION. TLS i-sat Remote/Secure Cloud Printing (SaaS)

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1 SERVICE DEFINITION TLS i-sat Remote/Secure Cloud Printing (SaaS)

2 Contents Introduction..3 Highlights.3 Overview. 4 Example Use Cases...5 Trial Service.6 Information Assurance 6 Product Features...7 Technical Features...7 Service Options 8 Backup / Recovery & Disaster Recovery.9 Service Levels.10 Pricing. 11 Appendix.. 12 Page 2 of 14

3 Introduction TeamLogic Systems (TLS) is an established software supplier which specialises in innovative Output Management software to ensure financial and environmental savings. As the Digital Society develops there will be a decline in the volume of paper used with the move to PaperLite if not fully PaperLess by both the NHS (2018) and Government (2020). There will however be a requirement to print certain documents for the foreseeable future, i-sat is a software application which was developed by OM Plus to enable organizations to use the internet to securely deliver print jobs from one location to another. This solution is perfect for organisations with distributed locations such as satellite offices, retail outlets, labs, or health care clinics who need to print confidential documents outside their private network. The host application runs on Skyscape s cloud (or in-house) whilst the client sites can print securely over the public Internet. i-sat offers a low maintenance solution which once its simple installation has been completed requires a minimum level of maintenance. Highlights Can be delivered as an application or software install. Available pre-configured providing plug and play, eliminating any need for networking skills at the remote installation. Facilitates seamless back end printing for EMR/ERP system, and the medical applications like Cerner, Epic or McKesson. No persistent connection is required. Eliminates the overhead inherent with the use of VPN. Provides statistics on print including audit logs. Supported on Windows, UNIX and Linux. Saves bandwidth. All datacentres are highly resilient, Tier3 and UK sovereign with >50 miles separation. Page 3 of 14

4 Overview i-sat software provides a simple easy to install, easy to use, cloud enabled print software which is ideal for an organisation which needs to print to remote sites. Today remote users commonly use VPN s as a means to access host systems. VPN access means that these users become virtual members of the host system which can create security vulnerabilities. In certain cases these print receivers may not be employees but rather business partners. This means that organisations may not have control over these end user systems thus creating vulnerabilities. VPN connections can become relatively extensive and can consume significant IT support. i-sat addresses these issues providing a small application to allow the users at the remote location to use cloud enabled secure web services to pull print jobs from the host application without the vulnerability of a VPN connection. i-sat will connect directly to a print server running TLS Print Delivery Manager software without a VPN connection and request the print. These jobs are then securely encrypted and compressed, and pulled down via https to i-sat at the remote site. Neither technical expertise nor a persistent connection is required for the print to be delivered securely and safely. No remote user s system becomes part of the host environment and the host system is protected from vulnerabilities. i-sat has a very low cost of ownership, often showing significant savings over VPN. Page 4 of 14

5 Using Skyscape s underlying Infrastructure as a Service (IaaS) offering. The minimum suggested levels we recommend for the service is to use Impact Level 0 and Skyscape s Basic Service Level (99.95% availability). These recommendations have been chosen as a cost justification due to TLS i-sat having no impact on business processes, printing will continue as normal if the software fails. However, if a customer requires higher levels then this can be arranged at an additional cost. TeamLogic s service has been designed specifically for the UK public sector and is available only to the UK public sector. The service supports and complies with all relevant areas of the Government ICT Strategy and Information Principles for the UK Public Sector. Using Skyscape s datacentres which are some of the most energy efficient in the world and as such support the Green Government ICT Strategy in full. Example Use Cases Teamlogic supports the Government s Cloud First policy by delivering a true Cloud computing service that has achieved PSN accreditation and adheres to the NIST definitions resource pooling, on-demand, rapid scalability and transparent, utility styled billing. This service can help organisations in a number of ways: Ease tight budgets by reducing spend on VPN licensing. Enhance security by removing the vulnerabilities associated with VPN users. Provide an audit trial for all printed documents within the organisation. TeamLogic provide this service to enable organisations to optimise their printing processes and security, and as a result reduce costs. This service is used to enhance the security of an organisation whilst providing a cloud enabled printing solution. Simpler Better Cheaper Organisations wanting to enhance their system security whilst also enabling a process for cloud printing to remote locations such as satellite offices, outlets, labs or healthcare clinics. Neither technical expertise nor a persistent connection is required for the print to be delivered securely and safely. No remote user s system becomes part of the host environment and the host system is protected from vulnerabilities. Organisations can reduce their spend on VPN licensing, with i- Sat providing significant savings over VPN. Page 5 of 14

6 Trial Service TeamLogic offer a 30 day free trial with TLS i-sat. This is a defined pool of resources (equal to 5 Small VMs (10vCPU and 20GB RAM total)) which can be configured to create a combination of VM sizes up to the total resources allowed, and with a maximum of 5 VM instances. This is done by Teamlogic and the customer within the compute environment. The VMs will be at IL0 on the BASIC Service Level and Operating systems are included in the trial. Free trials are subject to additional terms and conditions which are available on the Digital Marketplace. Information Assurance TLS i-sat does not collect or store any document content, the increased security which it can provide for data resources can ensure strong corporate governance. Skyscape s service has achieved both Pan Government Accreditation (PGA) and PSN Accreditation for systems at Impact Level 2 and Impact Level 3. The service has also been implemented with the following security features: Provides assurance in excess of the fourteen Cloud Service Security Principles published by Cabinet Office. Suitable for IL0, IL1, IL2 and IL3 assets (and IL4 by aggregation) under the GPMS (Government Protective Marking Scheme). Suitable for OFFICIAL and OFFICIAL-SENSITIVE assets under the GSC (Government Security Classifications). PGA approved Cross Domain Bridge (gateway) designed to facilitate connectivity between higher security domains (e.g. IL3) and lower security domains (e.g. lower OFFICIAL, IL2). In addition to PGA and PSN Accreditation, Skyscape also hold independent ISO9000, ISO20000 and ISO27001 accreditations which underpin our business operations and Cloud Platform. All datacentres are highly resilient Tier3, UK sovereign and separated by >50 miles for geographical diversity. TeamLogic and Skyscape staff are Security Cleared and based in the UK. Protective Monitoring (aligned with GPG13) across all Skyscape platforms at the hypervisor layer and below Page 6 of 14

7 Product Features TLS i-sat remote printing application provides an accredited, secure and highly scalable software service which offers the following benefits: Innovative Users innovative technology to ensure printing of documents can be achieved without the need for a private network or VPN. Value Provides a significant saving over a private network or the implementation of a VPN. Green Reduces the need for connectivity. Uses Skyscape based on UK data centre which provide market leading efficiency for both power use and cooling. Assured Security Provides robust security based on encryption and market leading technology. Allows secure print to other approved locations. Control Full print audit trail available as standard, provides the appropriate information for full management control. Technical Features With i-sat user organisations can: Print as and when required without the need for a VPN connection ensuring complete document security. Benefit from full management reports and an audit trail to monitor and minimise print. Install remote printers on a plug and play basis benefiting from a secure network connection without the need for technical experts on site. Print from Windows, UNIX, Linux or any combination. Works with any make and model of printer or MFD, although certain printers can work with the client software embedded. Robust and reliable in use. Page 7 of 14

8 Service Options For TLS i-sat TeamLogic recommend the BASIC service level due to the nature of the software service; however Skyscape provide four Service Levels to choose from: T&D compute is hosted in one UK DC with no backup included by default. Typical use cases can include short term testing and development projects or less critical workloads such as temporary applications. If backup is required then Consumers can pay per GB at the rates above or deploy their own solution using Skyscape Storage as a Service. BASIC compute is hosted in one UK DC with no backup included by default. Typical use cases can include true cloud applications which are designed for failure, short term Pilots & PoC s or when disposable compute resources are required. If DR/site resilience is required, Consumers can deploy independent systems in each of Skyscape s data centres. If backup is required then Consumers can pay per GB at the rates above or deploy their own solution using Skyscape Storage as a Service. STANDARD compute is hosted in one UK DC and includes a local backup for 14 days within the price of both the VM and additional storage. In addition, backups can be stored for 28 days at an additional charge. Typical uses cases include Enterprise / Production environments requiring the additional protection of automated backup included. This solution can be engineered to help a Consumer design a solution that is highly resilient as consumers can deploy independent systems in each of Skyscape s data centres (similar to the concept of availability zones). ENHANCED compute offers the Consumer a turnkey solution that contains a highly resilient environment by continually replicating the live VMs over to the second DC in real time, offering near zero RPO and RTO s to help Consumers with their Disaster Avoidance plans. The service includes a local and remote backup for 14 days within the price of both the VM and additional storage. In addition, backups can be stored for 28 days at an additional charge. Service Level Agreement Compute Environment Location Disaster Recovery between DCs T&D BASIC STANDARD ENHANCED 99.90% 99.95% 99.99% 99.99% Single UK DC Single UK DC Single UK DC Dual UK DC No No No Yes Performance of VM Contended Uncontended Uncontended Uncontended Automated VM Backup Optional Optional Included Local or Remote Included Local and Remote Page 8 of 14

9 Storage included (GB) [1] QinetiQ Protective Monitoring T&D BASIC STANDARD ENHANCED Included for IL2 and IL3 at the hypervisor layer and below. Backup / Recovery & Disaster Recovery As standard, localised component failures are tolerated within the infrastructure by eliminating all single points of failure (including physical server failure or disk failure). Depending on requirements, Consumers may wish to consider building in high availability and fault tolerance at the application level (e.g. load balancing across multiple virtual machines) or purchasing capacity on the Skyscape Storage as a Service platform on which secondary copies of data can be stored. This can be achieved via manual data copy, scripted data copy or the use of supported backup applications such as Commvault, Networker and others. Such data can be replicated between data centres for even higher data protection. Automated VM Backup and DR can be selected as per the table below; T&D BASIC STANDARD ENHANCED Backup Availability Optional Cost Optional Cost Inclusive Inclusive Default Retention Period 14 days 14 days 14 days 14 days 28 day Retention Period Optional Cost Optional Cost Optional Cost Optional Cost Replicated Backup No No No Yes Backup Location Local or Remote DC Backup Frequency Once every 24 hours Recovery Via Service Request Local or Remote DC Once every 24 hours Via Service Request Local or Remote DC Once every 24 hours Via Service Request Local and Remote DC Once every 24 hours Via Service Request Automated VM Backups include the whole Virtual Machine (crash consistent snapshot) and so partial backups are not supported. Automated VM Backups do not include the Virtual Data Centre configuration (e.g. firewall rules, load balancing configuration, etc.). Automated VM Backups of virtual machines utilising the Shared Disk option are not available consumers using this option must backup their systems themselves. Disaster Recovery For Consumers choosing the ENHANCED Service Level: Skyscape will automatically replicate the VMs and associated data to a second UK locale which provides a robust solution for more substantial failure of the primary environment (e.g. site failure). Page 9 of 14

10 At the T&D, BASIC and STANDARD service levels: Organisations can choose to deploy independent VM s in each site and implement application level replication utilising Skyscape s secure and scalable inter-datacentre circuits (at additional cost). In the event of a site failure, the Consumer is in control of the failover their environment to the second data centre. Organisations can choose to have backups stored at the remote site. In the event of a major failure affecting the primary data centre, Skyscape will endeavour to allow Consumers to reprovision their environment within the second data centre. Consumers should note that this is subject to available capacity within the second data centre. If consumers require certainty that capacity will be available in the event of DR, it is recommended that VM s are procured at the second data centre. Service Levels TeamLogic and Skyscape will use reasonable endeavours to ensure that the availability of the service purchased by the Customer in a given calendar month equals the applicable Availability Commitment. To define availability, Skyscape monitors a number of service elements some generic, some service specific which collectively enable the Customer to use or access the Service. If the availability of the Service is less than the associated Availability Commitment, the Customer may request Service Credits for the Service within 30 calendar days of the Service being deemed unavailable. For more detailed information on our SLAs please request the TeamLogic and Skyscape SLA Definition Documents. Skyscape provide both an Availability SLA and Response Time SLA for Compute as a Service as per the following table. T&D BASIC STANDARD ENHANCED Availability (monthly*) 99.90% 99.95% 99.99% 99.99% Incident response Incident update Service credits 3% of monthly spend P1 within 15 minutes P2 within 4 hours P3 within 24 hours P4 within 72 hours P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours 5% of monthly spend 10% of monthly spend 15% of monthly spend * Availability indication based on an average 730hrs per month. Excludes planned & emergency Page 10 of 14

11 maintenance. Unavailability applies to existing VMs where the VM becomes unresponsive due to a fault recognised at the hypervisor layer or lower: i.e. fault is not within the Consumers control (OS, Applications, user networks). fault is within Skyscape controlled components such as the virtual infrastructure, storage, power and physical firewalls & routers etc. External connectivity providers (e.g. internet, PSN, GSi) and components collocated at Skyscape are also not included in the availability calculation. In addition, Skyscape also provide an Availability Service Level Target on the Skyscape Portal and API i.e. the ability to login to manage your environment via portal, create support tickets and use other functions. Access to the API allows direct commands to be sent to the environment for programmatic control of the Skyscape Compute Service. Client Portal and API Availability (monthly) 99.90% Target Availability (monthly*) Pricing Pricing is detailed in our pricing document and comprises a number of components: TeamLogic Services onboarding and training. The TLS i-sat Licence which varies with volumes. The Skyscape cloud processing. Any charges which may arise from TeamLogic managing the system on your behalf. TeamLogic is happy to undertake a sizing estimate to provide you with an accurate and detailed idea of costs. Page 11 of 14

12 Appendix On-boarding and off-boarding On-boarding Within 24 hours of Skyscape s confirmation that the Virtual Machine has been created. TeamLogic will add the application and prerequisite software to the VM. The customer will then be provided with a URL and Administrator account to access the service. The Customer s Administrator is then able to create additional user accounts and allocate roles and privileges for users within their project. The Administrator is required to configure the software to the customers requirements, and download any client installers that may be required to be installed on end-user devices. Off-boarding Prior to terminating the contract, the consumer is able to transfer all their data out of the solution. When the organisation terminates their agreement with TeamLogic, Both TeamLogic & Skyscape ensures all of the organisation s data is deleted. Service management The service is designed to be self-managed, and consumers will be provided access to the service via a secure online portal which provides common service management functionality and addresses standard requirements. For organisations that require more of a managed service, TeamLogic can provide such a service and would be more than happy to discuss a customer s requirements in more detail. Service constraints Skyscape will adhere to the following in terms of maintenance windows; Planned Maintenance means any preplanned maintenance of any infrastructure relating to the Services. Skyscape shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of Skyscape s infrastructure relating to the Services shall happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, Skyscape shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of Skyscape s infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and demonstrable immediate risk to a Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. TLS i-sat Remote/Secure Cloud Printing Page 12 of 14

13 Training If additional training and/or materials are required beyond those supplied, then this can be provided on request (by contacting TeamLogic), but is outside the terms of the standard Subscriptions and may well be chargeable. Ordering and invoicing The various subscriptions available can be found in the pricing document or by contacting TeamLogic. All invoices are submitted by in PDF format and a valid address is required as part of the subscriptions process. Payment may be made in a variety of ways:- BACS PayPal Direct Debit Credit Card Service lead time Setting up a new organisation will typically be completed within 24 hours from confirmation of VM creation by Skyscape. Shorter deployment times are typically achieved and can be prioritised upon request. Once set up Organisations have instant access to the service. Termination Terms 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. Reminders will be issued to a customer via e- mail to the administrative user(s) approximately one calendar month prior to a subscription ending. If a subscription is not cancelled, then it will have deemed to have been renewed, and invoicing will continue. Costs There are no termination costs for this Service. Consumers are responsible for extracting their own data from the platform if required. No refund will be made for any prepaid Subscription period. Skyscape may make an additional charge for transferring data out of the service. Data restoration / service migration For service migration, Skyscape allows existing VM images built using VMware or compatible Open Virtualisation Format (OVF) to be migrated to and from the platform via the Skyscape Portal. In many circumstances, Skyscape can help facilitate a bulk migration to the platform using offline data ingest and extraction please ask Skyscape for details. Consumer responsibilities The Customer is responsible for properly maintaining the functional operation of all workstation equipment, including but not limited to connectivity to the Internet. Prior to contacting TLS regarding any connectivity problems with respect to the system, the Customer will verify that it is able to reach major Internet sites such as or Financial recompense model The financial recompense shall be calculated as a portion of the monthly subscription fee to the Customer proportionate to the unavailability of the system, i.e. {1 - (minutes the service is available to the Customer + (minutes the service is unavailable to the Customer due to exceptions - minutes the service is unavailable to the Customer due to other reasons)) / minutes in the month} * monthly subscription amount This can be taken as a credit against any future subscription or as a payment to the customer. To request financial recompense, the customer must make a written request using the mechanisms described in contacting TeamLogic. Any such request must include the date(s) and time(s) that the service was unavailable and must be received by TLS TLS i-sat Remote/Secure Cloud Printing Page 13 of 14

14 within ten days of the end of the calendar month during which the service was unavailable. The total amount repayable to the Customer in a particular month shall not exceed the total Services Subscription and/or hosting fee paid by Customer for that month in which the credit is issued. Technical requirements Consumers will require appropriate network connectivity such as internet access (IL0-IL2) or accredited connectivity such as a government secure network (IL3) to the Skyscape Cloud Platforms. TeamLogic recommend standard internet connectivity over common protocols (HTTP, HTTPS, SHH etc.) will be suffice for accessing this service, however Skyscape do provide a number of options for accessing environment, please contact TeamLogic if you wish to discuss alternative environment access. TeamLogic Systems Ltd Liverpool House, 20A Pensby Road Heswall Wirral CH60-7RE Telephone: Web: TLS i-sat Remote/Secure Cloud Printing Page 14 of 14

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