CAPABILITIES STATEMENT

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1 CAPABILITIES STATEMENT

2 TABLE OF CONTENTS About Entity Data 1 Customer Benefits 2 Why Choose Entity Data 3 Our Data Centre 5 Our Solutions > Solutions Overview 6 > Enterprise Virtualisation 7 > Host Security, Firewalling and Backup Management 11 > Business Continuity and Disaster Recovery 12 > Managed DNS Solutions 13 Proprietary Statement This publication is confidential and has been prepared and written by Entity Data Pty Limited for recommendation purposes only, and does not constitute any legal arrangement between Entity Data Pty Limited and any other party either written or implied. Any recommendations made should be regarded as a guide only, to assist the customer in forming their own opinions and decisions. Copyright Entity Data Pty Limited This is a document issued by Entity Data Pty Limited in confidence and must not be reproduced in whole or in part without the prior written permission of Entity Data Pty Limited. Disclaimer All the information and proposals in this document are correct and accurate to the best of our present knowledge. Entity Data Pty Limited will not be liable for any loss, expense, damage or claim whatsoever arising out of or in connection with the advice or recommendations in connection with this information. Confidentiality The information contained within this proposal is the property of Entity Data Pty Limited and is issued in confidence to our respective customer. By continuing to further read this document you agree to treat this document as confidential and furthermore agree not to disclose it or the information contained to any third party. B

3 ABOUT ENTITY DATA We are an Australian leader in mission critical application hosting. Entity Data was founded in > Offices and Data Centre locations in Brisbane, Sydney, Hong Kong & Bangkok. > Specialist solutions provider for medium to large business and enterprise markets. > Highly experienced and certified employees with a passion for technology. > Approximately 2000 customers. Entity Data provides state of the art data centre & managed infrastructure solutions. > State of the art, world-class data centre offering unbeatable redundancies. > Multi-homed high performance network peering with five network providers. As an industry leader in the Australian Service Provider market, we are committed to delivering cost-effective, secure, and highly redundant solutions to meet our customer business needs. Our team of technology specialists work alongside our customers not only during the initial provisioning process but also on an ongoing basis to form a strong business relationship. > Multiple power generators, UPS s, cooling systems & fire suppression systems. > 24/7/365 Network Operations Centre staffed by Entity Data employees. Entity Data delivers exceptional personal service to all our customers. > With over 10 years of experience, Entity Data delivers end to end design and operational management to customers seeking mission-critical hosting solutions. > We do this by leveraging a team of highly experienced system and network engineers. Staff are not only certified, they re also very passionate about technology. > We enable our customers to focus resources away from day to day infrastructure support and concentrate solely on the application level. > Allowing customers to then manage their own applications, maintaining full control over them, while Entity Data provide 24/7/365 infrastructure management. > Our capabilities also include delivering solutions with a % availability guarantee, allowing for just over 5 minutes downtime per year. 1

4 CUSTOMER BENEFITS The benefits of becoming an Entity Data Customer Our goal is to be the most competent and professional managed hosting provider in the world, to continue working closely with our customers and vendors and to remain on the very forefront of the managed hosting industry. Outsourcing your applications to a specialist hosting solutions provider means getting the full benefit of our redundant infrastructure and highly qualified staff, resulting in superior application availability, performance, and minimising risk. Minimising risk of downtime Lower operational costs World-class data centre with N+1 All our services are provided on a redundancies, power generators, month to month basis with a fixed UPS s, daily backups onto disk and monthly fully inclusive price. We LTO tapes, clustered automatic do not lock customers into long failover, inter-site failover & multihomed contract periods. Customers can networking are just some of selectively leverage resources to the ways we minimise downtime. best suit their specific business and budget requirements. Only the best people Entity Data s support team is an important part of our customer solutions, providing comprehensive infrastructure management and support. Customers have the option of logging a Critical priority incident to mobilise an engineer within 15 minutes. Security compliance Entity Data is a PCI-DSS (Payment Card Industry Data Security Standard) compliant company adhering to the highest industry security standards. Customers can trust Entity Data to manage the security of their environment effectively. Never seen before scalability All our solutions are designed to scale as customer needs grow, ensuring that customers can seamlessly upgrade their solution to deal with temporary or permanent market demand. Platinum Support Entity Data offer a Platinum Support package to suit the needs of any business seeking nothing less than the most exceptional level of infrastructure support. Guaranteed response times, server and application monitoring and a personal account manager are just a few of the benefits. 2

5 WHY CHOOSE ENTITY DATA All the reasons that make us different, why you SHOULD choose us. Certificates & Qualifications We believe strongly in having only the most qualified staff who specialise in managing specific parts of the infrastructure. We don t hire jack of all trades system administrators - we hire industry specialists with the highest level certifications to manage a particular part of the environment. Technology Partners Entity Data is a VMware Certified Partner, DELL Partner, Parallels Partner & a Microsoft Hosting Partner. Our professional partnerships allow us to leverage support from vendors at the highest level when required. Multi-homed Cisco Network Entity Data s network is connected to multiple tier-1 providers, including AAPT, Internode, Uecomm & PIPE Networks. Our Enterprise- ISP network routes traffic to its destination using Border Gateway Protocol (BGP). In the event of a failure of any of our upstream providers our network will automatically converge with the remaining online ISP s ensuring continuous network availability. We ve maintained near 100% availability of our network for the past four years at the time of publication. 24/7/365 Network Operations We provide a communication channel to our engineers on a 24/7/365 basis. We are on the job monitoring, managing and supporting mission critical customer infrastructure at all times. A sophisticated monitoring system also alerts staff if something goes wrong. Entity Data is a highly certified Services Provider with a number of official partnerships and vendor certifications meaning customers can be assured we are qualified to work with all the technology solutions that we offer. Management Tools Industry leading management tools ensure customers have 24/7/365 visibility over their hosting solution. We know the kinds of tools you need to monitor your environment, from network traffic statistics, backups verification to server resource utilisation. Service Level Agreements SLA s are an important part of any mission critical hosting solution, we take them very seriously providing clear refunds or compensation for non-compliance. If our standard supplied SLA isn t sufficient, customers can request specific amendments. 3

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7 OUR DATA CENTRE World class data centre Entity Data operate from two state of the art world-class data centre facilities in Australia. Both facilities are engineered to the highest standards required to support the highest level of accredited security & availability for mission critical customer applications. We also maintain significant data centre capacity overseas solely for the purpose of inter-continental data replication and redundancy. Security We employ multiple security measures to enhance physical security, including sophisticated security systems, caged areas, biometric scanning, swipe card in combination with pin-code security, motion detectors & CCTV cameras. Monitoring Monitoring of all mechanical, electrical and other critical systems ensures timely response in the event of a failure. Support contracts are in place on all equipment to allow technical support from vendors in the event of a failure. Power Data Centre power is supplied through redundant power components to provide continuous power availability. This includes multiple industrial power generators and UPS s feeding multiple switch boards with N+1 failover. Fire VESDA FM200 Gas Fire Detection and Suppression systems are installed in our data centres. This technology is capable of detecting smoke and will automatically fill the data centre with gas to suppress any fire. Cooling Under floor cooling is provided by redundant APC environmental systems to maintain perfect data centre environmental conditions. The sophisticated cooling system ensures air is channeled evenly into each row of racks. 5

8 OUR SOLUTIONS Solutions Overview Entity Data specialise in the complete design, implementation and operation of mission-critical server and application hosting solutions. Depending on the customer requirement this can mean leveraging our state-of-the-art VMware vsphere virtual environment, dedicated server hardware, or a combination of both to deliver % availability. We offer solutions of all sizes from a single virtual server, to potentially hundreds of servers, with comprehensive management and support services bundled into the package. A standard Entity Data deployment would consist of the following: > Discussion with customer and basic infrastructure design/ recommendation. > Provisioning of any server hardware or deployment of virtual environments. > Installation of Operating Systems (Windows Svr 2008 R2, Linux, Solaris, etc). > Installation of any Managed Applications (Microsoft SQL Server 2008 R2, etc). > Hardware Load balancing configuration (if required). > Configuration of backups onto disk and LTO tape. > Setup of management tools. > Failover/redundancy testing. > Issue Welcome s to customer. > Ongoing 24/7/365 monitoring, management and support. Entity Data also offer a number of rapid deployment application hosting solutions, including Microsoft Exchange 2010, DNS Hosting & Web Hosting. Many of these services can be ordered through the website and provisioned instantly by our automated systems. > Disk partitioning requirements on SAN or local disks (RAID1, RAID5, RAID10, etc). > Network configuration and allocation of IP addresses. > Firewall and Intrusion Prevention configuration. 6

9 Enterprise Virtualisation Entity Data is an official VMware Certified Partner and we maintain a truly superior, state-of-the-art virtualisation environment specially designed to eliminate all single points of failure. Virtualisation provides not only better utilisation of hardware, but an ideal platform to completely eliminate server failure as a concern - due to the ability for virtual machines to float within the cluster and move between hardware nodes as required. Introduction Virtualisation is a technique of splitting up the physical resources of a computer system and creating multiple Virtual Servers. Each Virtual Server is completely independent of the other instances and can run its own Operating System and Applications. The nature of virtualisation allows for very fast migration, recovery and failover of virtual instances. Technology We utilise the latest hypervisor technologies from VMware, currently running VMware vsphere recognised as the best enterprise virtualisation solution in the world. 7

10 OUR SOLUTIONS (cont.) Enterprise Virtualisation (cont.) Redundancy Our infrastructure is highly available on both computing and disk infrastructures. Virtual resources are implemented within a highly available HA cluster while the disk environment is protected in a highly available SAN. HA provides the industry-highest level of Virtual Server infrastructure availability by leveraging on a fullyredundant clustered/cloud platform. This ensures that in the event that a Virtual Server hardware node fails, the Virtual Server is then relocated and re-started on another hardware node. This service provides exceptional redundancy removing all risk of physical hardware failure. vmotion technology allows us to migrate virtual servers live between hardware nodes without any interruption to the guest virtual machine. Load Balancing and DRS DRS (distributed resource scheduling) extends on the HA capability above by adding the ability for the Virtual Server to dynamically move within the cluster allowing processing power to be balanced. This migration occurs as an online real-time vmotion of the Virtual Server ensuring no disruption to the Virtual Server. This feature ensures that processing power will always be available when it s needed by customer applications. Storage One of the most critically important design elements of a virtual environment is how storage is presented to virtual servers. Entity Data use only RAID-10 15,000 RPM Serial Attached SCSI disks for hosting virtual machines. Our Storage Area Network includes EqualLogic PS6010 iscsi storage arrays connected to hardware nodes in a multi-pathed 10GbE configuration. Our iscsi traffic has been completely isolated onto separate layer-2 switches for optimal performance. We can confidently say that we ll provide the fastest disk I/O possible by today s standards. 8

11 Servers The foundation of our virtual infrastructure are our Dell Poweredge R710 and R610 servers consisting of Intel Xeon E Core CPU s, 128GB s ECC DDR3 Memory, and Redundant Power Supplies that are fed independently from separate PDU s/ups s. Four NIC s are in use on each node (two NIC s carrying management and backup traffic and two carrying virtual machine VLAN s) trunked across multiple switches for redundancy. Support Operating System Management Entity Data will provide installation, license rental, uptime monitoring, update installation and ongoing support for the server operating system. Support for all major operating systems, including: Microsoft Windows Svr 2008 R2, Microsoft Windows Svr 2003, Redhat, CentOS, Debian, Ubuntu, BSD, Solaris, and more. Customers are given full remote administrator or root privileges to their servers for application management purposes. Virtualising your managed server solution could be a way to further maximise your infrastructure investment, providing additional layers of scalability, flexibility and high availability. Entity Data s VMware Certified Partner status ensures that we have the tools, expertise, and experience to manage your critical infrastructure on the VMware platform. 9

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13 OUR SOLUTIONS (cont.) Host Security, Firewalling and Backup Management Backup Management Entity Data offer a comprehensive range of backup solutions to suit any requirement. Enabling either direct backups via an agent installed on customer servers or via the VMware vstorage API. Customer servers are backed up onto a combination of onsite disk drives and LTO tapes for offsite storage. For a small monthly fee these backups can be turned on with relative ease and allow unlimited individual file or full server restorations. The following are our standard backup options: > Daily Onsite Backups. > Daily Onsite + Weekly Offsite Backups (LTO4 Tapes). > Daily Onsite + Daily Offsite Backups (LTO4 Tapes). Managed Firewall We offer a fully managed firewallas-a-service solution focused on reducing overall cost and effort in deploying and managing a firewall security infrastructure. Utilising a private security context on a pair of our Juniper SSG550M Firewall s (Active/Standby Failover) our security team can change and control processes to ensure best practise. Authorised customer contacts can simply log an E-ticket to request policy changes. Load Balancing Entity Data can provide a Managed Load Balancing service allowing a URL or server name to be serviced by multiple servers with mirrored content. We use F5 Big-IP load balancing appliances to deliver this service. > Directs user traffic to the least busy server(s). > Automatic server fail-over protection. During normal operation traffic is distributed across multiple servers, if a server fails, it s taken out of service, and the remaining servers handle all requests. > Perform maintenance on a server without interruption to the website. Managed Anti-Virus Our Managed Anti-Virus is a cost effective service aimed at increasing protection of customer servers. Entity Data will license, install and manage the anti-virus software for a small monthly fee. Customers also have the option of purchasing anti-virus software themselves and managing it. 11

14 OUR SOLUTIONS (cont.) Business Continuity and Disaster Recovery Continuous Off-Site Replication Entity Data are specialists in designing, implementing and managing business continuity and disaster recovery solutions. Our business continuity solutions provide an affordable end-to-end managed IT solution to provide further levels of redundancy for mission critical customer applications in the event of a disaster at the primary facility. This is generally achieved through building a replica of the production environment, or perhaps a slightly downsized version of the production environment on a virtual server infrastructure located in another data centre. Entity Data will then implement replication technology to ensure the remote standby site has a recent copy of production data. We ll then finish off the implementation by configuring a true Internet fail-over capability meaning if the production facility stops responding for a configurable period of time, services will be switched to the standby site. RSA SecurID 2-Factor Authentication Entity Data have partnered with EMC to deliver the industries best 2-Factor authentication solution using hardware tokens. For a monthly fee we ll issue hardware tokens to your IT staff who will require the 6-digit code (changed every 60 seconds) in combination with their own password to access the environment. This method of 2-Factor authentication in one of the requirements for PCI-DSS compliant environments. 12

15 Managed DNS Solutions Advanced Managed DNS Solution for Businesses Entity Data offer an advanced all-inone Managed DNS Hosting solution for ISP s, businesses and individuals, hosted on our globally distributed and fully redundant DNS hosting infrastructure. Entity Data provide DNS services for approximately 10,000 Australian domain names. As one of the largest Enterprise DNS Hosting providers in Australia we understand that DNS is a very important part of any hosting strategy and we have invested considerably into building a state-ofthe-art global DNS infrastructure. Enterprise DNS with 100% Uptime SLA We ve built a powerful DNS hosting solution on our state-of-the-art Australian hosting network. We also replicate DNS zones to independent data centres around the world ensuring 100% availability of client domains. Our DNS Hosting network is fully redundant and supported by up to a dozen high-end dedicated servers across six world-class data centres. We have placed multiple servers on every major continent in the world to protect mission critical systems from any regional disasters. As customers modify their zones in our DNS Manager these changes are instantly replicated world-wide. 13

16 The People. The Technology. The Solution. Call us on Our sales team is available Monday through Friday. Alternatively, fill out the online enquiry form located on our website. Technical Support is available 24/7/365 on the same phone number or by logging an online E-ticket for an issue. Copyright 2012 Entity Data Pty Limited