Understanding and Using the Texas DIR Cloud Services Contract DIR-TSO-2518

Transcription

1 Understanding and Using the Texas DIR Cloud Services Contract DIR-TSO-2518

2 Contents About DoubleHorn... 3 Building a Cloud Services Provider - Built to Last... 4 Benefits... 4 DoubleHorn Milestones... 5 Solution & Services Portfolio... 6 DoubleHorn Cloud Solutions... 6 Cloud Services... 6 Partner Landscape... 7 Strategic Partners... 7 Solutions Partners... 7 Cloud Platforms and Software Partners... 7 DoubleHorn Leadership... 8 Introduction... 9 What is Cloud Computing?... 9 Cloud Deployment Models... 9 Advantages of Cloud Considerations Advantages of the Contract How Can DoubleHorn Help? DoubleHorn Cloud Solutions What is CJIS Compliance? DoubleHorn s Award Winning Cloud Migration Process How to Purchase? Purchasing Services Support Support Ticket Routing Billing... 19

3 About DoubleHorn DoubleHorn is a leading Cloud Solutions Provider founded in January 2005 and based in Austin, Texas. Our offerings combine products from the leading Cloud providers and are carefully designed to meet the emerging technology requirements of Enterprises & Government. As a Cloud Services Broker, with a simple six step Cloud Transformation Methodology, we advise in selecting the right solution, implement, maintain and offer single source for billing and support of multiple Cloud products. We were awarded the Cloud Services Contract for the State of Texas (DIR-TSO- 2518) and Oklahoma (ITSW1022D) covering Cloud Services Brokerage, Cloud Assessment and Cloud Infrastructure-as-a-Service (IaaS). DoubleHorn has been recognized by TalkinCloud as a Top 100 Cloud Services Provider. We won the "Best Cloud Solution" at ITEXPO 2012 and were recognized by Telecom Review North America as a leader in Cloud Brokerage business. We were also featured in CIO Review Cloud 2014 magazine as one of the "20 Most Promising Cloud Computing and Consulting Companies." 20 Most Promising Cloud Companies in 2014 We deliver value to our customers with no compromises on features or quality. We are based in Austin, TX and are well known for our attention to customer service. Our Team is comprised of Executive Management, Marketing Directors, Sales Associates, Support Technicians, Service Delivery Managers, Network Engineers, Software Developers and Executive Administrators to name a few. Leader in Cloud Brokerage Business Winner, Best Cloud Solution Member 3

4 Building a Cloud Services Provider - Built to Last During the late 1990s and early 2000s, a disruptive trend in Communications and Information Technology began to emerge. The convergence of new technology delivery models, the rapid maturation of technology protocols such as Session Initiation Protocol (SIP), the availability of maturing virtualization technologies and the economic need to reduce IT spend created favorable conditions to launch a new breed of hosted/cloud communications and IT technology services. The potential of these new services was that they could be provided at drastically reduced cost, deliver greater technology capability, maintain higher service levels and be available in rapid fashion. The time had arrived for reliable managed, or hosted, communications and information technology over the Internet, that is, Communications and IT as a Service. In 2005, DoubleHorn Communications, LLC was founded as a Texas-based Managed Cloud Communications and IT Services provider to deliver on this new opportunity. Benefits Heritage in communications Operates our own core network to optimize services that are ultimately delivered to the end customer Our infrastructure and processes were hardened under the demanding conditions of delivering real-time communications Quality of service, security, and service usage, a quality network and access to network management are critical DoubleHorn invested in this vision by procuring and deploying a world-class data center and network infrastructure that is wholly owned and operated within the Texas D.A.S.H (Dallas, Austin, San Antonio and Houston) market. From its inception, DoubleHorn s core network and infrastructure were designed to enable hosted technology services, using a secure, high-speed, multi-tenant architecture. Today our carrier-grade infrastructure is a fully geo-redundant, SAS70 compliant and certified as tier 3 facilities. In conjunction, DoubleHorn executed advantageous partnerships with tier one infrastructure providers and carriers, such as Cisco, Verizon, Level 3 and AT&T. Executing comparable service terms with these providers today would be very difficult if not impossible. DoubleHorn built a sophisticated network infrastructure and acquired network management expertise. This purpose-built, fiber network included IP routing and switching expertise that is fundamental to high quality, high performance cloud services today. Our hosted VoIP solution, essentially Communications as a Service was built on top of this infrastructure. Our network, including interconnections, carrier integrations, and the largest fiber footprint at the time became one of the first Texas-based clouds in This was the genesis of our role as a Communications and Information Technology Broker, delivering services such as infrastructure, broadband access, network transport, hosted PBX, co-location services, hosted servers and managed applications. Today, our investment, expertise and partnerships have converged to enable us to be a trusted advisor and provider of Cloud Services to State of Texas organizations under our DIR contract. 4

5 DoubleHorn Milestones 2005 DoubleHorn Opens for Business Delivers managed cloud communications and hosted IT services to SMB, offering hosted PBX and IP voice services Rapid Acquisition DoubleHorn surpasses 500th SMB customer in Texas 2008 DoubleHorn Streamlines Operations Two interrelated lines of business, Communications and Information Technology, strengthen and support each other Expertise DoubleHorn selected as Acme Packet partner to develop and deliver Hosted Session Management 2012 Recognition Established technology partnerships and earned interoperability certifications with leading UC providers. MyDoubleHorn Cloud Services Marketplace launched and wins "Best Cloud Solution" at ITExpo Expanded Market DoubleHorn awarded Texas DIR contract to deliver Cloud Services Public Sector Success Successfully implemented Cloud projects for some of the major Texas State agencies. Recognized by CIO Review & Telecom Review as a leading Cloud vendor 2015 Growing Markets DoubleHorn wins Oklahoma Cloud Services contract. Launches into Private Sector Markets as well with new high-impact partnerships 5

6 Solution & Services Portfolio DoubleHorn Cloud Solutions Cloud IT: Migrate IT infrastructure securely to the Cloud and achieve efficiency and cost savings Backup & DR Solutions: Highly scalable, reliable data storage solutions that enable a dependable backup and recovery Security & Compliance Solutions: Security solutions for Cloud data and applications. We offer solutions capable of meeting all the major Compliance requirements like HIPAA, CJIS, FedRAMP, FIPS, ITAR, FERPA etc. Cloud Communications & Collaboration: Cloud communications applications along with collaboration software that increases productivity and reduces cost Cloud Services Cloud Consulting proven six-stage process for assessing your current environment and developing a cloud migration blueprint that focuses on planning, migration and on-going operations of Cloud deployments Cloud Services Brokerage we are the source and aggregator for the major public and private cloud infrastructure providers as well as 25+ leading Cloud SaaS providers 6

7 Partner Landscape Strategic Partners Our strategic partners are some of the leading innovators in Cloud and Communications Technologies. They create cutting edge solutions and we wrap around our proven Cloud Services and Consulting model to help our customers with integration, security, reporting and support. Solutions Partners Solutions partners offer a technology solution to address a specific need or help in accelerating the overall adoption of our Cloud Solutions portfolio including Cloud IT, Backup & DR, Security & Compliance and Communications & Collaboration. We complement our Solutions partners' offering with our Cloud Services and Consulting model to help our customers with the integration, security, reporting and support. Cloud Platforms and Software Partners 7

8 DoubleHorn Leadership Tab Schadt CEO "As a business owner myself, I wholeheartedly understand the challenges and needs of our customers. When I consider the success our team has had in creating a reliable brand and providing exceptional value to small businesses, I am truly happy, especially when I look ahead to all the future opportunities we have to help our customers succeed." Will Hargis Director of Operations "The challenges that face IT organizations today are rapidly evolving. To survive, technology leaders have to focus on solid, innovative solutions for their internal customers without the typical burdens. DoubleHorn's technical experts provide the confidence needed so our customers can be enabled to live true to that focus, and well ahead of the curve." Jon Lee Director of Product Management "What's the difference between a Product and a Solution? To me, a Solution is the core technology to solve an existing problem, whereas the Product is each component of the Solution that interacts with the end user. Of course, customers want great solutions, but more importantly, they need exceptional products. Is the Product user friendly? Is the design intuitive and simple? Does it perform well on the customer's preferred device? These are some of the many questions I think about every day." Roger Pilney Director of Strategic Alliances "My experience in business development, partner marketing, and client retention focus on building and sustaining meaningful relationships. From internal to external customers, through an expansive network of resources, I pride myself on identifying co-marketing opportunities to magnify thought leadership efforts and improve brand perception. Using an authentic voice and maintaining the brand's goals across industries and online social ecosystems while developing policy and / or strategy for new media integration is the winning combination for today s constantly evolving marketing world." 8

9 Introduction In 2012, the Texas Department of Information Resources (DIR) released a Request for Offer to solicit responses from cloud service providers to deliver next generation Information Technology services to extend its existing extensive catalog of technology services. DoubleHorn was awarded a contract to provide cloud services in early The purpose of this document it to provide State and Local Government, Higher Education and Non-Profit organizations who are authorized by DIR with an overview of the value of cloud services and the procurement process. What is Cloud Computing? Efficient Service Delivery via the Internet Cloud computing is an emerging form of delivering information technology (IT) services via the Internet instead of through an organization s own technology infrastructure. In a time of funding challenges, government organizations are investigating cloud-computing solutions as a way to obtain IT capabilities that are flexible, low cost, and quick to implement. As an operational expense, cloud computing provides the same access to IT resources such as , databases, servers, storage, application software, development tools, and desktop services as solutions that are procured and maintained on premises. Further, cloud computing reduces the need for organizations to incur capital expenses associated with the procurement, implementation, and maintenance of those resources. While the concept of cloud computing is still relatively new in state government, the service delivery model dates back to the advent of mainframe computing. For example, instead of buying or leasing equipment and hardware for payroll and billing, organizations can share computing resources on an as-needed basis to save money. Cloud Deployment Models Public Cloud The cloud provider delivers a common IT capability in a shared environment. Data from multiple customers with similar requirements are pooled together to optimize resources. Private Cloud The cloud provider dedicates and customizes the capabilities, resources, and administration of a defined environment to each organization. Hybrid Cloud The hybrid cloud is a blended model with both private and public cloud features. 9

10 Advantages of Cloud Reduced Cost Agencies can scale back or eliminate expenses and effort related to ongoing IT maintenance, support, and other operations. Instant, On-Demand Services Agencies can set up cloud computing services instantly, avoiding long procurement cycles. Pay As You Go Agencies pay only for what they use. Rapid Scalability Agencies can rapidly increase capacity during peak usage spikes then scale down after peak periods end. Improved Administration Agencies can reduce time spent on routine administrative tasks, such as configuration management, manual troubleshooting, software updates, or backups. More Options Agencies can customize their solution through an increasing number of service providers, gaining performance and price advantages. Enhanced Reliability Agencies can provision disaster recovery and business continuity services. Improved Funding Model Agencies can significantly reduce capital expenditures for IT hardware and software and shift to an operating expenditure arrangement. Considerations While the benefits are substantial, certain concerns exist when an agency no longer has direct control over its business assets (applications) or infrastructure assets (servers). Some of the concerns surrounding the use of cloud-based resources include: Security, as physical location of hardware and soft-ware may be unknown; Availability of the Internet, which impacts reliability; Managing various service levels, remedies, and terms of use; Increased vigilance needed to audit or assess cloud-computing providers. Texas Department of Information Resources - Cloud Services Contract - DIR-TSO-2518 With the DIR Cloud Contract, Texas State agencies, local governments, school districts, higher education, non-profit organizations and even other States can now move their technology to the cloud where they can customize and tailor service packages to specifically meet their needs. When you have additional requirements, DoubleHorn can also provide cloud-brokering services of large national cloud providers for additional needs. Eligible Customers: state agencies, universities, cities, counties, public school districts, and any state funded entity. 10

11 Advantages of the Contract Leverages the purchasing power of the entire State of Texas. Meets all State of Texas bidding requirements. Ability to turn capital expenses into operating expense. Cost avoidance of preparing Request for Proposals and evaluating bid responses. Simplifies internal purchasing processes. Streamlines order processing. Purchase orders submitted directly to the Vendor. Payment submitted directly to the Vendor. One-on-one contact with the Vendor. Additional individual terms and conditions may be applied if needed. Ability to negotiate for deeper discounts on quantity purchases. How Can DoubleHorn Help? DoubleHorn Cloud Solutions Cloud IT: Migrate IT infrastructure securely to the Cloud and achieve efficiency and cost savings Backup & DR Solutions: Highly scalable, reliable data storage solutions that enable you to build dependable backup and recovery Security & Compliance Solutions: Data protection, Identity & access management, incident response and assessment for your Cloud data and applications. We offer solutions capable of meeting all the major Compliance requirements like HIPAA, CJIS, FedRAMP, FIPS, ITAR, FERPA etc. Cloud Communications & Collaboration: Move to a virtual office along with collaboration software applications that increase productivity and reduce cost. DoubleHorn s DIR contract allows us to provide customers with the following three categories of service: Cloud Assessment Services The purpose of the cloud assessment is to assist an organization in establishing a strategy and roadmap for moving applications to the cloud. The assessment will enable the customer to identify candidates for cloud services, identify risks and benefits based on a set of criteria such as operational readiness, security, application characteristics, complexity, cost, etc. DoubleHorn has developed a modular methodology to assist customers moving to the cloud or extending existing cloud services. Whether your organization already understands cloud services, has a deep technical bench, or is entertaining cloud services for the first time, DoubleHorn provides business and technical-level professional services to help you ensure success. 11

12 Infrastructure Services The capability provided to the consumer (DIR customer) is to provision processing (Compute CPU/Memory), Storage, Networks, and other fundamental computing resources where the consumer is able to deploy and run arbitrary software, which can include operating systems and applications. The consumer does not manage or control the underlying cloud infrastructure but has control over operating systems, storage, deployed applications, and possibly limited control of select networking components (e.g. hosted firewalls). DoubleHorn provides infrastructure cloud services though its own, Austin-based data centers. DoubleHorn s Infrastructure as a Service (IaaS) capabilities allow us to deliver hosted/managed private cloud services, where end customers need the ability to have physical access to the infrastructure. These services are hosted in geo-redundant, carrier-grade facilities that provide a high-degree of security, redundancy and maintain a great price-point. If you prefer one of the market-leading cloud services providers, DoubleHorn can also deliver these through its award as a cloud services brokerage. Cloud Brokerage Services A cloud broker is an entity that manages the use, performance and delivery of cloud services, and negotiates relationships between cloud providers and cloud consumers. A cloud broker acts as the intermediary between consumer and provider and will help consumers through the complexity of cloud service offerings and may also create value-added cloud services. DoubleHorn is organized to provide you with the best solution based on your needs. We have executed reseller agreements with: Amazon Web Services (AWS) Rackspace Google Cloud IBM SmartCloud Savvis/CenturyLink Terremark/Verizon Cloud Services By using DoubleHorn as your cloud services broker, you can: Leverage the DIR Contract without having to go to a sole-source or undertake an RFO process Receive services in usually no more than 1-5 business days Receive a single, consolidated bill across multiple underlying providers Have a single point of contact for Service Level Agreements Be guaranteed pricing that is at least 6% below MSRP Be assured that DoubleHorn has met stringent qualification and delivery agreements through DIR Access to a knowledgeable and independent technology intermediary as needed Access to 24x7 Tier 1 and 2 support for Cloud Services 12

13 What is CJIS Compliance? In the process of stopping and reducing crime, law enforcement authorities often require timely and secure access to data. In order to facilitate this process, the Advisory Policy Board (APB) recommended the FBI that the Criminal Justice Information Services (CJIS) division be authorized to expand the existing security management structure in Following the expansions made, CJIS security policy contains information security guidelines, compliance requirements, and agreements that reflect the will of the criminal justice agencies and law enforcement agencies for protecting the transmission, sources, generation and storage of criminal justice information. Furthermore, the Federal Information Security management Act of 2002 provides further basis for APB approved management, technical and operational security requirements mandated to protect CJI (Criminal Justice Information). CJI applies to every individual including private entities, contractors, members of a criminal justice entity or non-criminal justice agency representatives with access to, or who operate in support of, criminal justice services and information. The basic premise of the CJIS Compliance security policy is to provide full support to protect the full lifecycle of CJI, whether in transit or in rest. The security policy provides guidance for the creation, viewing, modifying, transmitting, disseminating, storing as well as destruction of CJI. The policy integrates the presidential directives, FBI directives, federal laws, APB decisions along with guidance from the National Institute of Standards and Technology. The security policy helps strengthening the partnership between CJIS Systems Agencies (CSA) and FBI. CJIS Compliance security policy is very important against the backdrop of increasing use of criminal history record information for noncriminal justice, CJIS guides the State compact officers and National Crime Prevention and Privacy Compact council in securely exchanging criminal justice records. There are 12 policy areas and it is worth noting that not every consumer of FBI CJIS will encounter all of the policy areas. The circumstances of applicability are based on individual entity/agency configurations and usage. The policy areas are: Policy Area 1 Information Exchange Agreements Policy Area 2 Security Awareness Training Policy Area 3 Incident Response Policy Area 4 Auditing and Accountability Policy Area 5 Access Control Policy Area 6 Identification and Authentication Policy Area 7 Configuration Management Policy Area 8 Media Protection Policy Area 9 Physical Protection Policy Area 10 Systems and Communications Protection and Information Integrity Policy Area 11 Formal Audits Policy Area 12 Personnel Security We, along with our strategic partners are able to design and offer CJIS Compliance capable Cloud solutions. 13

14 DoubleHorn s Award Winning Cloud Migration Process Cloud Screening We start by working with you to assess the feasibility of moving applications to cloud environments. Our Cloud Screening stage is a guided assessment that will clarify business objectives, set realistic expectations for cloud migration, and provide an estimate of your organization s readiness for cloud transformation. The result is a tailored roadmap for your organization s cloud migration that sets realistic expectations and commitment levels for the transformation. Outcomes from this stage include: Education on cloud concepts Cloud feasibility analysis Strategy/goal setting Cost/benefit analysis Schedule projection Level of effort estimate IT Cataloging With a solid foundation for cloud transformation developed, we will then catalog your IT portfolio. Our team will work closely with your organization to inventory your current IT capabilities and technologies. This stage can be adjusted to be as comprehensive or broad as needed, depending on transformation requirements. Generally speaking, cataloging tasks includes: Network capability analysis and inventory Environment landscape analysis and inventory Infrastructure analysis and inventory Application portfolio analysis and inventory Process analysis and inventory Cloud Blueprinting Achieving the right cloud structure suitable for your environment is critical. Our certified professionals will help you develop the necessary building blocks to form the optimal cloud architecture, conceptualized based on your business and technical requirements. Through this process you will gain a clear understanding of cloud components and their strategic mapping to business objectives. The ultimate outcome of this stage is a Cloud Transformation Roadmap, tailored to your unique situation. The roadmap includes: Planned and documented tasks Schedule Costs Associated assumptions and risks 14

15 Cloud Turn-Up Upon approval of the architecture design, our engineers begin implementing your organization s unique cloud solution by building or configuring the environment. Any preliminary migration or upgrades are implemented to meet your requirements during this project phase. Outcomes from this stage include: Active cloud network resources Active cloud compute (server) resources Active optimal storage resources Enabled specialized environment resources (DNS, load balancers, clustering, VPN, vlans, etc.) Enabled software (operating systems, middleware, applications) Performance/testing baseline benchmarks Cloud Migration With the cloud infrastructure in place and tested, DoubleHorn transitions your applications, workloads and application data to the cloud environment during this stage. Cloud Application and Infrastructure Turn Up Our migration experts leverage our proven frameworks to transition your existing applications and collaboration platforms to our resilient, secure and high- availability private, public, and/or hybrid cloud infrastructure. Cloud Application Development and Testing When you need to accelerate time-to-value, there s nothing faster than our agile, ondemand application development and testing environment. We leverage our extensive experience in application development and our in-depth knowledge of the leading cloud development technologies and deployment models to extend the value of your solutions. Cloud Operation In our final stage we will introduce you to MyDoubleHorn, our customer portal which provides a comprehensive solution for managing and controlling your cloud resources. Resources and activities in MyDoubleHorn include: Tools and software for performance monitoring and alerting Consolidated billing Best practices and business process templates for operations and service management Security and compliance policy monitoring Quality of service and service level compliance monitoring and governance Infrastructure and application patching and updating Automated service provisioning Trouble ticket submission with live support 15

16 How to Purchase? Contact us at or fill-out this form and we ll provide a complimentary Cloud assessment for your agency. The Texas Department of Information Resources Cloud Services Contract provides a simple, tested and fast process for purchasing cloud services. As a customer, you simply need to submit a completed/signed Statement of Work (SOW) to DoubleHorn for services. DoubleHorn will provision and activate the services and provide the appropriate personnel with access and credentials to the cloud services account and resources. At DoubleHorn, we recognize that not all customers are at the same point in their adoption of cloud services. If your organization already knows which services it needs and would like to procure, DoubleHorn can often provide you with a Cloud Services account and access to services within the same business day. If you would like more information or a greater degree of support as you move through your cloud initiatives, the DoubleHorn Cloud Methodology will provide you with expertise at the scale and time you need it. 16

17 Purchasing Services To purchase services DoubleHorn uses the DIR approved process, which is divided into six easy steps: Step 1: Assess Your Organization s Needs DoubleHorn and your staff create a technology profile of the application(s) and/or workloads you plan in the cloud. If you do not have the internal expertise to do this, DoubleHorn can help. We provide a complimentary (no-charge) screening process to define the requirements and help you select the best-fit provider. If a more in-depth analysis is required, stage 1 and 2 of the DoubleHorn Cloud Methodology is available. Depending on the workload and architectural requirements, this process generally takes less than 2 hours. Step 2: Create an Estimated List of Cloud Services DoubleHorn and your staff use the information captured in the assessment (step 1) to derive a list of services that will be used in your solution. Alternatively, if your organization prefers, DoubleHorn can provide you with a cloud account with the service provider of your choice and you can add services if desired. If a more in-depth roadmap is required, stage 3 and 4 of the DoubleHorn Cloud Methodology is available. Depending on the workload and architectural requirements, this process generally takes less than 4 hours. Step 3: Generate a Statement of Work DoubleHorn (or your staff if desired) will use the DIR approved Statement of Work template to capture the scope and details of the cloud services solution. This Statement of Work is designed to act at the scheduled agreement between DoubleHorn and your organization, along with the terms and conditions contained within the DIR Cloud Services contract DIR-SDD-TMP-199. See Appendix A for a copy of the Statement of Work Template. Step 4: Review, Sign and Return the Statement of Work Having received the completed Statement of Work, your internal staff, such as program/project sponsors, accounting/procurement, legal and other stakeholder will review the details as suits your organization. Upon approval, counter sign and return the Statement of Work to DoubleHorn as an attachment at [email protected] Step 5: Provision and Activation of Service DoubleHorn will create an account for your solution with the appropriate cloud service provider. DoubleHorn will test the account for availability and quality assurance. DoubleHorn will provide your identified account administrator with the access credentials and insure access is achieved. Step 6: Provide Access Credentials You now will have access to your cloud environment and can begin using the cloud resources. In the event your organization would like DoubleHorn to set a limit on the spend allowed to this account, that will be activated during account turn-up. 17

18 Support Support Ticket Routing Our Service Management Center is designed around you. Our goal is to make sure you get the help you need in a timely manner based on the urgency of your issue. Your customer portal, MyDoubleHorn, is your best resource for submitting support requests. But no matter how we receive your request, all support tickets are managed centrally and in real time, so no request will fall through the cracks. We prioritize all requests as we receive them by the urgency of the issue. Your SLA provides more detailed information. Support Contact Information 1. supportdesk.doublehorn.com 2. [email protected] VOICE 18

19 Billing One of the best parts of the DIR Cloud Services Contract is that it makes payment easy. For all Cloud Services through DoubleHorn, you will receive a concise, consolidated bill for your services. You will either receive a monthly invoice for services, which will include usage charges, or you can elect to receive greater savings and pay annually. Payment can be submitted to: DoubleHorn Attn: Accounting 1802 W. 6th Street Austin, TX For billing questions, please contact accounting at [email protected] or