GAIA CLOUD STORAGE AND BACKUP SERVICE

Transcription

1 GAIA CLOUD STORAGE AND BACKUP SERVICE Service Definition Document SEPTEMBER 30, 2015 GAIA TECHNOLOGIES PLC Woodlands House, Parc Britannia, Bangor, Gwynedd, LL57 4FA

2 CONTENTS Gaia Cloud Storage and Backup Service 1 Service Summary Information and Data Handling Business Continuity Management (BCM) Service Roadmap Provision of Cloud Storage Amazon Storage Service Benefits of AWS S Backup and Archiving Content Storage & Distribution Static Website Hosting Disaster Recovery AWS Storage Gateway Microsoft Azure Storage Services Microsoft Standard Storage Microsoft Azure StorSimple Google Cloud Storage Specialist Backup Services Office 365 Backup Google Apps Backup Social Media Backup SalesForce Backup Other Cloud Applications Backup Optional Managed Storage Service Storage Management Backup and Recovery Management Service Activation / On-boarding Network connectivity Security controls Problem and change management Installation, configuration and testing of software agents Service Pricing and Invoicing Page 1 of 25

3 4.6 Training and Trial Service Service Credits Service Termination and Off-boarding Service Constraints and Dependencies Annex 1: Cloud Storage and Backup Service Pricing Approach to Pricing Amazon Storage Service Storage Gateway Pricing Microsoft Azure Storage Services Google Cloud Platform Specialist Application Backup Service Office Google APPs Social Media (Facebook, Twitter) Salesforce Standard Rate Card Page 2 of 25

4 1 SERVICE SUMMAR In today s interconnected, technology-driven world, Data backup has become a critical priority for organizations across the globe. But without the necessary resources to facilitate, monitor and manage a complex multi-backup environment, many organizations are at risk for data corruption, loss, with impact on revenue and diminished brand reputation. our organization may need to increase operational efficiency to better respond to rapidly changing business requirements, but may need the necessary tools and skills to do so. Gaia Safe provides you with the tools and resources to backup, restore, monitor and manage your data and improve access and security whether on premise or in the Cloud. We can help drive down data archiving management costs using local as well as virtual space, a proven toolset and our delivery method. Gaia can help to control costs with flexible, customizable data storage and archiving services. Whether you need assistance with a few specific data buckets or you are looking to source an end-to-end data storage, backup, restore and archiving with business continuity solution, our modular service delivery enables you to select and pay for only what you need. We can deliver services on your premises or from a Gaia facility or both. The service types offered are: Provision o of local and cloud Storage for enterprise storage, backup, restore, business continuity and archiving through partners such as Amazon Web Service, Microsoft Azure, Google Cloud Storage o of Backup for specialist Cloud based applications such as Microsoft Office 365, Google APPs, Salesforce, Social Media (Facebook and Twitter), Box, and others through specialist Cloud Backup Partners. Managed Service o Monitoring of the supported storage devices, operation, archival services and application processes and services to identify valid alerts and log them (automatically or manually) in the problem and change management system. o Management includes monitoring, capacity support, identity and access management and service management. o Reporting includes trend analysis and recommendations, capacity planning and a strategic technical road map. Additional options include Helpdesk services for problem reporting and as-needed remote technical support for performing well-defined, repeatable tasks. The sections that follow will discuss the provision of storage through some of our Cloud Partners. Services offered through these partners are typically aligned with other services obtained from them or a degree of direction for the customer to prefer one of those partners for long term strategy. As a Cloud Service Provider, Gaia works with the customer to determine their requirement both in terms of short term tactical approach as well as long term strategic direction for managing their infrastructure as a whole and storage in particular. 1.1 INFORMATION AND DATA HANDLING Gaia is an ISO 27001:2013 registered company and it applies the security standard for data and information handling on itself, customers and their projects. We have significant experience in the delivery of IT services since Our technical and non-technical staff are subject to annual DBS and other Security checks to ensure Page 3 of 25

5 safety for our customers and their data. Where necessary, Gaia will also require security cleared staff for any infrastructure, network connectivity and data management to comply with customer security requirements. In delivering our service, we undertake that our staff will comply with required working policies and procedures and any Gaia provided infrastructure, storage, software and network connectivity will be used in line with customer security requirements and processes. 1.2 BUSINESS CONTINUIT MANAGEMENT (BCM) Gaia takes data management and protection very seriously and implement a multi-level data backup, synchronisation across a number of distinct secure sites to ensure high availability for its systems and data. Gaia is an ISO :2007 registered company and complies with the details for data Backup, Business Continuity and Disaster Recovery standards. Our service documentation, plans and supporting materials will be subject to a daily backup regime with restores available the next working day. Gaia maintains a business continuity and disaster recovery plan, which underpins its service delivery operations. 1.3 SERVICE ROADMAP Secure Cloud Backup and Managed Storage Services is a core part of Gaia s business strategy and central to the growth of our business. Gaia will continue to invest in its Managed Services, covering a range of Monitoring and Management, Security, Data and Reporting options. 2 PROVISION OF CLOUD STORAGE 2.1 AMAZON STORAGE SERVICE Amazon Web Services offers a wide range of cloud based storage and archival services. Amazon Simple Storage Service (Amazon S3), provides secure, durable, highly-scalable object storage. Amazon S3 is easy to use, with a simple web service interface to store and retrieve any amount of data from anywhere on the web. With Amazon S3, you pay only for the storage you actually use. There is no minimum fee and no setup cost. Amazon S3 offers a range of storage classes designed for different use cases including Amazon S3 Standard for general-purpose storage of frequently accessed data, Amazon S3 Standard - Infrequent Access (Standard - IA) for long-lived, but less frequently accessed data, and Amazon Glacier for long-term archive. Amazon S3 also offers configurable lifecycle policies for managing your data throughout its lifecycle. Once a policy is set, your data will automatically migrate to the most appropriate storage class without any changes to your applications. Amazon S3 can be used alone or together with other AWS services such as Amazon Elastic Compute Cloud (Amazon EC2) and AWS Identity and Access Management (IAM), as well as third party storage repositories and gateways. Amazon S3 provides cost-effective object storage for a wide variety of use cases including cloud applications, content distribution, backup and archiving, disaster recovery, and big data analytics. Page 4 of 25

6 2.1.1 BENEFITS OF AWS S3 Amazon S3 provides durable infrastructure to store important data and is designed for durability of % of objects. our data is redundantly stored across multiple facilities and multiple devices in each facility. Amazon S3 allows you to store large amounts of data at a very low cost. Using lifecycle management, you can set policies to automatically migrate your data to Standard - Infrequent Access and Amazon Glacier as it ages to further reduce costs. ou pay for what you need, with no minimum commitments or up-front fees. Amazon S3 Standard is designed for up to 99.99% availability of objects over a given year and is backed by the Amazon S3 Service Level Agreement, ensuring that you can rely on it when needed. ou can also choose an AWS region to optimize for latency, minimize costs, or address regulatory requirements. Amazon S3 supports data transfer over SSL and automatic encryption of your data once it is uploaded. ou can also configure bucket policies to manage object permissions and control access to your data using AWS Identity and Access Management (IAM). With Amazon S3, you can store as much data as you want and access it when needed. ou can stop guessing your future storage needs and scale up and down as required, dramatically increasing business agility The following give a brief outlook of typical usage for S3 storage BACKUP AND ARCHIVING Amazon S3 offers a highly durable, scalable, and secure solution for backing up and archiving your critical data. ou can use Amazon S3 s versioning capability to provide even further protection for your stored data. ou can also define lifecycle rules to automatically migrate less frequently accessed data to Standard - IA and archive sets of objects to Amazon Glacier. Page 5 of 25

7 2.1.3 CONTENT STORAGE & DISTRIBUTION Amazon S3 provides highly durable and available storage for a variety of content. It allows you to offload your entire storage infrastructure into the cloud, where you can take advantage of Amazon S3 s scalability and payas-you-go pricing to handle your growing storage needs. ou can distribute your content directly from Amazon S3 or use Amazon S3 as an origin store for delivering content to your Amazon CloudFront edge locations STATIC WEBSITE HOSTING ou can host your entire static website on Amazon S3 for a low-cost, highly available hosting solution that can scale automatically to meet traffic demands. With Amazon S3, you can reliably serve your traffic and handle unexpected peaks without worrying about scaling your infrastructure DISASTER RECOVER Amazon S3 s highly durable, secure, global infrastructure offers a robust disaster recovery solution designed to provide superior data protection. Cross-Region Replication (CRR) automatically replicates every S3 object to a destination bucket located in a different AWS region. Gaia can work with the customer to facilitate the selection of the most appropriate options, provision, setup, integration and management of AWS S3 Storage AWS STORAGE GATEWA The AWS Storage Gateway is a service connecting an on-premises software appliance with cloud-based storage to provide seamless and secure integration between an organization s on-premises IT environment and AWS s storage infrastructure. The service allows you to securely store data in the AWS cloud for scalable and costeffective storage. The AWS Storage Gateway supports industry-standard storage protocols that work with your existing applications. It provides low-latency performance by maintaining frequently accessed data onpremises while securely storing all of your data encrypted in Amazon Simple Storage Service (Amazon S3) or Amazon Glacier. Page 6 of 25

8 The AWS Storage Gateway supports three configurations: Gateway-Cached Volumes: ou can store your primary data in Amazon S3, and retain your frequently accessed data locally. Gateway-cached volumes provide substantial cost savings on primary storage, minimize the need to scale your storage on-premises, and retain low-latency access to your frequently accessed data. Gateway-Stored Volumes: In the event you need low-latency access to your entire data set, you can configure your on-premises data gateway to store your primary data locally, and asynchronously back up point-in-time snapshots of this data to Amazon S3. Gateway-stored volumes provide durable and inexpensive off-site backups that you can recover locally or from Amazon EC2 if, for example, you need replacement capacity for disaster recovery. Gateway-Virtual Tape Library (VTL): With gateway-vtl you can have a limitless collection of virtual tapes. Each virtual tape can be stored in a Virtual Tape Library backed by Amazon S3 or a Virtual Tape Shelf (VTS) backed by Amazon Glacier. The Virtual Tape Library exposes an industry standard iscsi interface which provides your backup application with on-line access to the virtual tapes. When you no longer require immediate or frequent access to data contained on a virtual tape, you can use your backup application to move it from its Virtual Tape Library to your Virtual Tape Shelf in order to further reduce your storage costs. The Storage Gateway solution from AWS is an affordable presentation to the internal network which means that it allows the organisation to utilise existing software and configuration and only serve as to the extend the virtual storage onto the Cloud. So one of the main common uses of the Storage Gateway is Backup, Disaster Recover, Corporate File Sharing and Resource Mirroring BACKUP The AWS Storage Gateway enables your existing on premise to cloud backup applications to store primary backups on Amazon S3 s scalable, reliable, secure, and cost-effective storage service. ou can create gatewaycached volumes and mount them as iscsi devices to your on-premises backup application servers. All data is securely transferred to AWS over SSL and stored encrypted in Amazon S3 using AES 256-bit encryption. Using gateway-cached volumes provides an attractive alternative to the traditional choice of maintaining and scaling costly storage hardware on-premises. Page 7 of 25

9 For scenarios where you want to keep your primary data or backups on-premises, you can use gateway-stored volumes to keep this data locally, and backup this data off-site to Amazon S3. Gateway-stored volumes provide an attractive alternative to dealing with the longer recovery times and operational burden of managing off-site tape storage for backups DISASTER RECOVER AND RESILIENCE The AWS Storage Gateway, together with EC2, can mirror your entire production environment for disaster recovery (DR). Planning for business continuity in the event of a power outage, fire, flood, or other disaster can be challenging. It requires investments in redundant infrastructure and staff across multiple datacenters and costly storage replication solutions. AWS Storage Gateway and Amazon EC2 together provide a simple cloudhosted DR solution. Using Amazon EC2, you can configure virtual machine images of your DR application servers and only pay for these servers when you need them. In the event your on-premises infrastructure goes down, you simply launch the Amazon EC2 compute instances you need and attach them to copies of your on-premises data. The AWS Storage Gateway addresses the challenges of replicating data for DR by enabling you to create gateway-cached volumes that store your data in Amazon S3. By storing your data using the AWS Storage Gateway, you will be prepared for DR if you lose your on-premises application or storage CORPORATE FILE SHARING Managing on-premises storage for departmental file shares and home directories typically results in high capital and maintenance costs, under-utilized hardware, and restrictive user quotas. The AWS Storage Gateway addresses these on-premises scaling and maintenance issues by enabling you to seamlessly store your corporate file shares on Amazon S3, while keeping a copy of your frequently accessed files on-premises. This minimizes the need to scale your on-premises file storage infrastructure, while still providing low-latency access to your frequently accessed data. Using the AWS Storage Gateway, you can create gateway-cached storage volumes up to 32 TB in size and mount them as iscsi devices from your on-premises file servers. ou can then expose these volumes as Common Internet File System (CIFS) shares or Network File System (NFS) mount points to your client machines. The AWS Storage Gateway durably stores files written to these shares or mount points in Amazon S3, while maintaining a cache of recently written and recently read files locally on your on-premises storage hardware for low-latency access. Since you only pay for the storage you actually use, you can scale your storage on-demand and avoid the costs of under-utilized hardware DATA MIRRORING TO CLOUD-BASED COMPUTE RESOURCES If you want to leverage Amazon EC2 s on-demand compute capacity for additional capacity during peak periods, for new projects, or as a more cost-effective way to run your normal workloads, you can use the AWS Storage Gateway to mirror your volume data to Amazon EC2 instances. If you re running development and User Acceptance Testing (UAT) environments in Amazon EC2 to take advantage of AWS s on-demand compute capacity, you can use the AWS Storage Gateway to ensure these environments have ongoing access to the latest data from your production systems on-premises. 2.2 MICROSOFT AZURE STORAGE SERVICES Similar to AWS Cloud Storage, Microsoft Azure offers scalable, durable, and highly available storage for Cloud Computing (Azure Virtual Machines) and other data services. Azure Storage is massively scalable, so you can store and process hundreds of terabytes of data to support the big data scenarios required by scientific, financial analysis, and media applications. Or you can store the small amounts of data required for a small business website. Wherever your needs fall, you pay only for the data Page 8 of 25

10 you re storing. Azure Storage currently stores tens of trillions of unique customer objects, and handles millions of requests per second on average. Azure Storage is elastic, so you can design applications for a large global audience, and scale those applications as needed - both in terms of the amount of data stored and the number of requests made against it. ou pay only for what you use, and only when you use it. Azure Storage supports clients using a diverse set of operating systems (including Windows and Linux) and a variety of programming languages (including.net, Java, and C++) for convenient development. Azure Storage also exposes data resources via simple REST APIs, which are available to any client capable of sending and receiving data via HTTP/HTTPS. Azure Premium Storage delivers high-performance, low-latency disk support for I/O intensive workloads running on Azure Virtual Machines. With Azure Premium Storage, you can attach multiple persistent data disks to a virtual machine and configure them to meet your performance requirements. Each data disk is backed by an SSD disk in Azure Premium Storage for maximum I/O performance MICROSOFT STANDARD STORAGE A standard storage account gives you access to Blob storage, Table storage, Queue storage, and File storage: Blob storage stores file data. A blob can be any type of text or binary data, such as a document, media file, or application installer. Table storage stores structured datasets. Table storage is a NoSQL key-attribute data store, which allows for rapid development and fast access to large quantities of data. Queue storage provides reliable messaging for workflow processing and for communication between components of cloud services. File storage offers shared storage for legacy applications using the standard SMB 2.1 protocol. Azure virtual machines and cloud services can share file data across application components via mounted shares, and on premise applications can access file data in a share via the File service REST API MICROSOFT AZURE STORSIMPLE Microsoft Azure StorSimple is an efficient, cost-effective, and easily manageable SAN solution that eliminates many of the issues and expenses associated with enterprise storage and data protection. It uses a proprietary device (the Microsoft Azure StorSimple device), integrates with cloud services, and provides a set of management tools for a seamless view of all enterprise storage, including cloud storage. StorSimple uses storage tiering to manage stored data across various storage media. The current working set is stored on-premises on solid state drives (SSDs), data that is used less frequently is stored on hard disk drives (HDDs), and archival data is pushed to the cloud. Additionally, StorSimple uses deduplication and compression to reduce the amount of storage that the data consumes. In addition to storage management, StorSimple data protection features enable you to create on-demand and scheduled backups, and store them locally or in the cloud. Backups are taken in the form of incremental snapshots, which means that they can be created and restored quickly. Cloud snapshots can be critically Page 9 of 25

11 important in disaster recovery scenarios because they replace secondary storage systems (such as tape backup), and allow you to restore data to your datacenter or to alternate sites if necessary BENEFITS OF MICROSOFT STORSIMPLE Microsoft Azure StorSimple provides the following benefits: Transparent integration Microsoft Azure StorSimple uses the iscsi protocol to invisibly link data storage facilities. This ensures that data stored in the cloud, at the datacenter, or on remote servers appears to be stored at a single location. Reduced storage costs Microsoft Azure StorSimple allocates sufficient local or cloud storage to meet current demands and extends cloud storage only when necessary. It further reduces storage requirements and expense by eliminating redundant versions of the same data (deduplication) and by using compression. Simplified storage management Microsoft Azure StorSimple provides system administration 0the cloud. Additionally, you can manage backup and restore functions from a Microsoft Management Console (MMC) snap-in. StorSimple provides a separate, optional interface that you can use to extend StorSimple management and data protection services to content stored on SharePoint servers. Improved disaster recovery and compliance Microsoft Azure StorSimple does not require extended recovery time. Instead, it restores data as it is needed. This means normal operations can continue with minimal disruption. Additionally, you can configure policies to specify backup schedules and data retention. Data mobility Data uploaded to Microsoft Azure cloud services can be accessed from other sites for recovery and migration purposes. Additionally, you can use StorSimple to configure StorSimple virtual devices on virtual machines (VMs) running in Microsoft Azure. The VMs can then use virtual devices to access stored data for test or recovery purposes. 2.3 GOOGLE CLOUD STORAGE Google Cloud Platform s combination of sustained use discounting, no price lock-in, no usage commitments or prepayment requirements, and per-minute billing offers our users a structural price advantage which becomes apparent when we consider real-world applications. This graphic illustrates how lower list prices and customer-friendly pricing practices combine to produce a 40% total savings. Google offers many different options for storing your data using Google Cloud Platform. For all Cloud Platform products, there is no upfront cost, and you pay only for what you use. To get started for free, use the Cloud Platform free trial. Cloud Platform storage services are a fundamental part of many end-to-end solutions that require highly available and scalable storage for structured, unstructured, transactional, or relational data. Google keep your data safe and we make it available fast. Google keep your service running, replicate and backup your data, and do all the maintenance work for you so you can focus on what matters to you. Page 10 of 25

12 Google Cloud Storage allows world-wide storage and retrieval of any amount of data at any time. From a browser, the command line, or your favourite programming language, you can take advantage of Google's own reliable and fast networking infrastructure to perform data operations in a cost effective manner. When you need to expand, you benefit from the scalability provided by Google's infrastructure. Google Cloud Storage enables you to store your data on Google's infrastructure with very high reliability, performance and availability. ou can use Google Cloud Storage for a range of scenarios including serving website content, storing data for archival and disaster recovery, or distributing large data objects to users via direct download. Data can be stored as follows: Store large or unstructured data objects that can be terabytes in size. Choose a storage class and location to find the right balance of availability, latency, and price for your data. For frequently accessed data, use the Standard Storage class. For infrequently accessed data, use the Nearline Storage class. Organize your data into containers called buckets. There is no limit on the amount of data or number of objects that you can store in a bucket. Upload your data in different ways: Upload your data using the Developers Console, the command line, a library for your programming language of choice, or directly with an XML API or JSON API. Move data from other storage providers or external sources using the Transfer Service. Set up a onetime transfer or a recurring transfer. Migrate applications currently using Amazon Simple Storage Service (Amazon S3) to Google Cloud Storage with a few simple changes. Use Offline Media Import / Export to load data from physical media into Google Cloud Storage. Manage your data by: Use access control lists (ACLs) to share data with specific Google account holders, a Google group, a Google-hosted domain, or even the entire world. Work with your data as a filesystem on Linux or OS X systems using GCS Fuse. Configure your data as a static website or configure your data as static assets for a dynamic website. Build applications around your data using OAuth 2.0 user-centric (user-consent) and server-centric (server-to-server)authorization and authentication flows. Access your data immediately with Google Cloud Storage's strong global consistency for all read-afterwrite, read-after-update, and read-after-delete operations, including both data and metadata. Our customers can benefit from Google storage as part of an overall Google Cloud adoption strategy or simply as an interim solution for data storage, virtualisation; backup and archiving. Google makes available Cloud Storage (JSON) API with tools to migrate from Amazon S3. Google Storage is offered in 3 classes: Standard Storage is appropriate for storing data that requires low latency access or data that is frequently accessed ("hot" objects), such as serving website content, interactive workloads, or data Page 11 of 25

13 supporting mobile and gaming applications. Standard data has the most availability compared to other storage classes at a slightly higher storage cost. Durable Reduced Availability Storage enables you to store data at lower cost, with the trade-off of lower availability than standard Google Cloud Storage. DRA storage is appropriate for storing data that is particularly cost-sensitive, or for which some unavailability is acceptable such as Data backup where high durability is critical, but the highest availability is not required. Google Cloud Storage Nearline is a low-cost, highly-durable storage service for data archiving, online backup, and disaster recovery. Data is available in seconds, not hours or days. With ~3 second response times and 1 cent per GB/month pricing, Cloud Storage Nearline gives you the best performance at the lowest cost. Nearline Storage is a better choice over Standard Storage in scenarios where slightly lower availability and slightly higher latency (typically just a few seconds) is an acceptable trade-off for lowered storage costs. For example: o Cold Data Storage - Infrequently accessed data, such as data stored for legal or regulatory reasons, can be stored at low cost as Nearline Storage, and be available when you need it. o Disaster recovery - In the event of a disaster recovery event, recovery time is key. Google Cloud Storage provides low latency access to data stored as Nearline Storage. 2.4 SPECIALIST BACKUP SERVICES Gaia also works with a number of specialist Cloud backup providers, who offer backup service for Microsoft Office 365, Google APPs, Facebook, Twitter, Salesforce, Box and other online application suites. Those are specialist application running on AWS S3 Service with an Application wrap. The Service offers the following benefits: - The service is provided entirely as a SaaS backup solution which takes place automatically. - Search within your data (documents, folders, mailbox, calendars) is available - Management Web interface for Office 365 or Google Apps. - Promise of % durability and 99.99% availability - Unlimited storage for life with zero possibility of accidental deletion since there is no delete option offered - Server-side encryption block ciphers offering % durability and 99.99% availability - Encrypted data transfers over Secure Sockets Layer (SSL) - Stored data is located on AWS with 256-bit Server Side Encryption (SSE) - Our customer service hot line offers global, 24/7 support for customers no matter where they are OFFICE 365 BACKUP Office 365 backup ensures that the valuable data used in an organization s Office 365 is securely backed up, restorable, and protected. The Service delivers: - Office 365 mail and calendar apps are automatically backed up 3x/day - SOC 2 Type II audited - HIPAA compliant Page 12 of 25

14 - Safe Harbor compliant - Built-in data encryption - Data controls and monitoring, including audit logs, uptime and availability SLAs, and export capabilities - Advanced internal controls - Regular vulnerability management and testing The service saves you time and stress with robust search filters that make it easy to quickly locate backed up files and folders. Even if the user can t remember its name - Manage backups, view restores, and see an activity feed from an easy-to-use dashboard - Zero in on s and calendar invites with robust search parameters - Restore s and calendar invites directly to a user's account or download them instantly to your own computer GOOGLE APPS BACKUP Google APPs backup ensures that the valuable data used in an organization s Google APPs is securely backed up, restorable, and protected. The Service delivers: - Google APPs mail, calendar, contacts and sites are automatically backed up 3x/day - SOC 2 Type II audited - HIPAA compliant - Safe Harbor compliant - Built-in data encryption - Data controls and monitoring, including audit logs, uptime and availability SLAs, and export capabilities - Advanced internal controls - Regular vulnerability management and testing The service saves you time and stress with robust search filters that make it easy to quickly locate backed up files and folders. Even if the user can t remember its name - Zero in on s, docs, calendar invites, contacts and site files - Track deleted items - Locate and access any previous versions of documents - Lighten the help desk load by allowing users access their own backups SOCIAL MEDIA BACKUP The service keeps daily copies of all your social media accounts safe and secure. It puts ownership of social media data and content generated on behalf of your company in your hands; not in the hands of individual employees. Our social media backup solution features the same security levels as our Google Apps and Salesforce products, too, including: - Facebook Pages and Twitter accounts are automatically backed up daily - SOC 2 Type II audited - HIPAA compliant Page 13 of 25

15 - Safe Harbor compliant - Built-in data encryption - Data controls and monitoring, including audit logs, uptime and availability SLAs, and export capabilities - Advanced internal controls - Regular vulnerability management and testing SALESFORCE BACKUP It s your most vital information and it s your most irreplaceable, too. Confidential customer data, CRM leads, order verification and contract agreements. Data generated in Salesforce is as critical as it is irreplaceable. ou simply can t afford the risk of not fully protecting it. The service automatically backs up all your Salesforce data daily. Accidental deletions, third-party app overwrites or incorrectly mapped fields no matter what the cause, you never have to worry about losing a single byte of Salesforce data again. Standard objects, custom objects, attachments, files, metadata, even Chatter messages are copied to a separate cloud environment for quick restoration. The service offers the following guarantees: - SOC 2 Type II audited - HIPAA compliant - Safe Harbor compliant - Built-in data encryption - Data controls and monitoring, including audit logs, uptime and availability SLAs, and export capabilities - Advanced internal controls - Regular vulnerability management and testing Initiate Backup Anytime It s an industry best practice to back up a system just before uploading a significant amount of data or installing a third-party application. With this service however, you can initiate a backup of your Salesforce data at any time. Search less, find faster It s one thing to know you have your critical customer data backed up. But what if you need to quickly and easily find a file or object? The service s robust search capabilities give you the power to pluck exactly what you re looking for from vast stores of Salesforce cloud data. ou can go back in time and retrieve all previous versions of a file. In other words, you can literally use the service to reconstruct the past Page 14 of 25

16 Advanced Management Monitoring Advanced Management Monitoring Gaia Cloud Storage and Backup Service OTHER CLOUD APPLICATIONS BACKUP Sixty-six cloud apps according to an independent study, that s how many the average organization will be using by The more cloud-based applications in use, the more unsecured and vulnerable business critical data there is to worry about. One by one, we re working on adding the most popular apps to the Service protection portfolio. If you don t find a backup solution for your application, then please ask as the service is continuously developed to accommodate new applications including, Dropbox, Asana, Concur, Egnyte, Github, Jira, ServiceNow, Workday, and Zendesk amongst others. 3 OPTIONAL MANAGED STORAGE SERVICE Alongside the provision of Cloud Storage and Backup Service, Gaia also offers an optional Managed Service to assist customers wishing to take advantage of hybrid storage solutions from AWS Storage Gateway or Microsoft StorSimple service. These services require a more detailed involvement in the delivery of the solution and require a close working relationship between Gaia technical team and that of the customer. The tables that follow offer an overview of the monitoring and management services included for a sample of infrastructure categories, along with their respective supported operating systems, platforms and devices. Other available infrastructure categories include security management and batch management. These are not intended to be comprehensive or conclusive lists, as Gaia continues to invest in and expand the capabilities offered with Gaia Infrastructure Managed Services a Service offered under Lot 4. Contact your Gaia representative for a custom Managed Service with alternative list of service elements as well as supported operating systems, platforms and devices. Gaia will provide an agreed comprehensive listings of tasks and responsibilities in the statement of work for service contracts. 3.1 STORAGE MANAGEMENT Storage management Monitoring Availability Status and performance Incident Management Event triage Assist in incident resolution Incident resolution with RCA Restart failed processes/applications Recovery from Storage problems Level 2 technical support Escalation management Storage platform management Change Management Hardware Change Management Customer requested changes OS + Data File System Maintenance Monitor and periodically reduce log files VM changes and Configuration Administer OS File System directory distribution and replication ID and Access Management Provide, manage and maintain system administration IDs and privileges Maintain audit records for approvals, verifications and revalidations Page 15 of 25

17 Problem Management Identify and assist with resolution of recurring problems Configuration Management Configuration and detail report Configuration backup Patch Management Firmware patch management: Evaluation Firmware patch management: Application Security Management Policy and Security Compliance Report Activity logs for privileged access Reporting and Capacity Management Hardware / Cloud Server Availability Device Performance and capacity Trouble + Change Tickets Monthly overview + SLA Reports Trend Analysis for Capacity, Utilisation, Performance and Recommendations Gaia supports a wide variety of storage platforms On Premise Hardware HP StorageWorks, StoreFabric and StoreServ Dell EqualLogic and PowerVault Series EMC XtremIO and VMAX Series Cloud Storage AWS Storage Gateway, S3, and Glacier Azure STORSIMPLE, Standard, Blobs and Disks Google Cloud Standard, DRA and Nearline Page 16 of 25

18 Advanced Management Monitoring Advanced Management Monitoring Gaia Cloud Storage and Backup Service 3.2 BACKUP AND RECOVER MANAGEMENT Backup and Recovery management Monitoring Backup and restore failures Status of backup clients and servers WAN and LAN ports Status and performance with threshold Incident Management Event triage Assist in incident resolution Incident resolution with RCA Restart failed processes/applications Liaison with vendor for resolution Level 2 technical support Escalation management Problem Management Identify and assist with resolution of recurring problems Configuration Management Configuration detail report Configuration backup policies Patch Management Backup software upgrade Backup software path upgrade Gaia supports a wide variety of Backup platforms On Premise Software Microsoft Data Protection Manager Veeam Enterprise CA ArcServe NetVault / BakBone Backup and Recovery management Change Management Hardware Change Management Customer requested changes Restore configuration to repair problem Adding real/virtual backup capacity Manage backup process ID and Access Management Provide, manage and maintain system administration IDs and privileges Maintain audit records for approvals, verifications and revalidations Reporting and Capacity Management Backup and restore success/failure rate Backup trends and space utilisation Health Checks and Trouble Tickets Monthly overview + SLA Reports Trend Analysis for Capacity, Utilisation, Performance and Recommendations Proactive performance monitoring Analysis of capacity measures and forecasting of resource requirements Recommendations to enhance performances, capacity and utilisation Security Management Policy and Security Compliance Report Activity logs for privileged access Cloud Backup Microsoft DPM Veeam Enterprise Cloudberry Labs Cloud installed applications and buckets. 4 SERVICE ACTIVATION / ON-BOARDING Gaia employs a structured process to help ensure a smooth implementation of the Provision Only and the Managed Data Storage and Backup Services. Implementation is led by a Gaia Project Manager, who serves as your single point of contact during this process. Page 17 of 25

19 As a general rule, implementations for provision only service is completed between 1-48 hours depending on the information provided. Managed Data Storage services are completed within 30 days (see timetable below) with smaller projects requiring significantly less time and multi-site projects implemented in stages over several months. our Gaia Project Manager will review your order with you and establish contact with the various members of your team. our Gaia Project Manager will also provide an overview of the project methodology, review roles and responsibilities and discuss the interim change management procedures you will use to make updates or changes to your managed environment. The following sections will mainly focus on the Managed Storage Service. 4.1 NETWORK CONNECTIVIT For monitoring and administration, Gaia requires network access to your infrastructure whether on premise or in the Cloud or both. This can be through a dedicated WAN link (LAN Extension), MPLS, PSN, or Secure IPSec- VPN over Internet. Gaia will work with your team to test and verify network connectivity and to install, set up and test any firewall-protected VPN endpoint within your network. We would require a minimum of 1Mbps connectivity to perform the basic monitoring and 10Mbps for performing management and analysis. 4.2 SECURIT CONTROLS During this step, your Gaia Project Manager will review Information Security and Control (ISeC) Document with you. This is a document that captures the security policies and technical controls that will be in force during steady state operations. The Information Security Controls (ISeC) Document, records the security controls, processes and services that will help protect the systems, applications and data that are under Gaia management including: o Security policy o Asset management o Human resources security o Physical and environmental security o Communications and operations management o Access control Page 18 of 25

20 o Information security incident management o Business continuity management o Information security compliance Working with you, Gaia will review the specific systems we will manage to ensure that all necessary technical specifications are available and to document the current IT security controls in place. Before Gaia can proceed with subsequent steps in the implementation process, it is critical that you make any modifications to your policies, systems or site required for the security controls. 4.3 PROBLEM AND CHANGE MANAGEMENT In order to efficiently handle any problems that arise during implementation or requests to amend the schedule of devices or applications you want Gaia to manage their data for the purpose of storage and/or backup, Gaia will establish problem and change management procedures. During this step, both you and Gaia will also establish shared access and administration privileges for data storage systems and folders in the scope of Gaia management. 4.4 INSTALLATION, CONFIG URATION AND TESTING OF SOFTWARE AGENTS our infrastructure management services include a rich set of Gaia-provided tools that reside on your systems, monitor system activity, collect and transmit alerts, and enable Gaia to manage the devices and software under our responsibility. During this step Gaia will install and configure these software agents, then verify that they are operational and can communicate with the Gaia service delivery centre. 4.5 SERVICE PRICING AND INVOICING Gaia Cloud Data Storage and Backup Service is provided in Annex 1. Specific Managed Service pricing will follow a Requirements Analysis in which the Customer and Gaia agree the requirements. This categorisation will result in a one-off Service On-boarding price and an annual fixed price agreement for the Gaia Cloud Storage and Backup service. 4.6 TRAINING AND TRIAL SERVICE Gaia can offer the necessary training for managing local, hybrid and cloud based storage for customer administrators. The Gaia Account Manager will work with the customer to determine the exact requirements. Further, many of the storage services offered qualify for free limited trial period. 4.7 SERVICE CREDITS The provision of credit is potentially available for the various options of storage and archiving subject to availability failure of service provision. Each service provider will have a different level of service credit in case of failure. Such credit will be transferred to the customer in full. Gaia can work with the customer to determine their requirements for penalties related to service response or monitoring. Those will be taken into account during the initial assessment of requirements. Page 19 of 25

21 4.8 SERVICE TERMINATION AND OFF-BOARDING The Customer or Gaia may terminate the Data Storage and Backup Service in line with the relevant contract duration with any 3 rd party vendor and Gaia Terms and Conditions. On service termination, Gaia will commence a service off-boarding process, including: The supply to the Customer, on request and by agreement, all passwords, equipment, backups, data, logs or documentation held by Gaia The purging of any Customer backups, data, logs or documentation held on Gaia server, storage, media or other infrastructure, within 30 working days of service termination Advice and guidance on Customer service migration, on a goodwill basis Should the Customer terminate early / before the end of the agreed period additional exit charges may apply Alternative termination and data retention options are also available. 4.9 SERVICE CONSTRAINTS AND DEPENDENCIES Unless otherwise specified, the Gaia Managed Infrastructure service has the following exclusions: All configuration changes must be done through Change process with mutual approval. Visits to Customer sites, including the attendance of service reviews; attendance will be subject to prior agreement with any expenses incurred charged additionally The Service is dependent on requirements analysis leading to clear Scope of Works and SLA Customer provides a contact for internal Operator or Level 1 Support Officer who is authorised to issue Incident Escalations, Service Requests, and Change and Release management. Page 20 of 25

22 5 ANNEX 1: CLOUD STORAGE AND BACKUP SERVICE PRICING 5.1 APPROACH TO PRICING The Gaia Cloud Storage and Backup Service is a custom service that is designed to meet Customer requirements which would be assessed during the initial stage of discussions. Gaia will work with the customer to determine the most appropriate storage and backup service available for their requirements in terms of type of application (Google APPs, Microsoft Office 365, Local Data Virtualisation, Own Storage Replication, Own Backup Replication, Data Archiving); level of Security and Management involved. Broadly analysis will focus on: - Location of Storage (Local, Private Cloud, Public Cloud, or Specialist Cloud) - Interaction between local Storage and Cloud based storage, i.e., Storage Service Gateway - Level of Design and Data Architecture required to determine the Service provision - Level of On-going monitoring, management, support, and disaster recovery involvement - Level of Response (i.e., Standard, Premium and Availability) Storage costs are made available to the customer at their published rates for our partner service providers. Gaia s rate card gives an indication of cost of engineer per day with discounts for extended engagements or optional services. Pricing for this service will use the rate card as a basis for pricing but will take into account the expected level of engagement by the various types of resources on a monthly or annual basis when considering the service price. 5.2 AMAZON STORAGE SERVICE Current published pricing for AWS S3 is: Standard Storage Standard - Glacier Storage Infrequent Access Storage First 1 TB / month $ per GB $ per GB $0.007 per GB Next 49 TB / month $ per GB $ per GB $0.007 per GB Further and more up to date pricing from: STORAGE GATEWA PRICING Current pricing for AWS Storage Gateway involves a fixed $125 per activated virtual gateway appliance per month charge and then the following charges: Gateway-Cached Volumes/Gateway-Stored Volumes Volume Storage Snapshot Storage $0.030 per GB-month of data stored $0.095 per GB-month of data stored Page 21 of 25

23 Snapshot/Volume Deletes Free Gateway-Virtual Tape Library Virtual Tape Shelf Storage Virtual Tape Library Storage Retrieval from Virtual Tape Shelf $0.007 per GB-month of data stored $0.030 per GB-month of data stored $0.33 per GB Data Transfer IN All data transfer in $0.000 per GB Data Transfer OUT First 1 GB / month Up to 10 TB / month Next 40 TB / month $0.000 per GB $0.090 per GB $0.085 per GB Further and more up to date pricing can be sought from the following address: MICROSOFT AZURE STORAGE SERVICES Pricing for the Microsoft Azure Storage is continuously updated; however snapshot example of current pricing are as follows: Block blobs For streaming and storing documents, videos, pictures, backups and other unstructured text or binary data STORAGE CAPACIT LOCALL REDUNDANT STORAGE (LRS) ZONE REDUNDANT STORAGE (ZRS) GEOGRAPHICALL REDUNDANT STORAGE (GRS) READ-ACCESS GEOGRAPHICALL REDUNDANT STORAGE (RA-GRS) First 1 TB/month per GB per GB per GB per GB Next 49/month per GB per GB per GB per GB For more up to date and detailed pricing, please refer to the following address: GOOGLE CLOUD PLATFORM Google pricing is continuously reviewed as part of a competitive market. Customers are able to look up the current pricing from the following hyperlink Current published pricing for Google Cloud storage are as follows: Page 22 of 25