Fusion Service Schedule Virtual Data Centre ( VDC ) Version FUS-VDC-7.1

Transcription

1 Fusion Service Schedule Virtual Data Centre ( VDC ) Version FUS-VDC DEFINITIONS AND INTERPRETATIONS 1.1. Words or phrases used with capital letters in this Service Schedule shall have the same meanings given in the General Terms & Conditions, unless otherwise defined in Schedule 1 or set out on the front sheet to this Service Schedule References to Clauses and Schedules are to the clauses of and schedules to this Service Schedules and references to Paragraphs are to paragraphs of a schedule, unless otherwise stated. For the avoidance of doubt, the hierarchy of terms within related documents shall be in the following order: a. Individual Customer Requisition/Order Form, which supersedes related terms in; b. Individual Product Service Schedule, which supersedes related terms in; c. General Terms and Conditions and Acceptable Use Policy 2 VIRTUAL DATA CENTRE SERVICES DESCRIPTION 2.1 The Virtual Data Centre ( VDC ) Service product description is set out in Schedule 2 to this Service Schedule. 3 SERVICE MANAGEMENT 3.1 Fusion may notwithstanding any other provision of this Service Schedule, at its sole discretion, conduct a formal review of Virtual Data Centre Services that are currently provided to the Customer. The purpose of this review shall be to identify any significant changes relating to the technology and processes used to provide and maintain Virtual Data Centre Services to the Customer (which may for example, arise due to the proposed withdrawal of supporting products provided by a Third Party Operator). Following this review Fusion may withdraw, replace or amend one or more Virtual Data Centre Service and adjust accordingly any Charges remaining payable in respect of the affected Virtual Data Centre Service. 3.2 Pursuant to Clause 3.1 where a change to, or withdrawal of, a product option arises: (a) (b) Solely due to Fusion business requirements, Fusion will give at least three (3) months written notice to the customer; or as a result of changing arrangements with a Third Party or for legal or regulatory reason Fusion will give as much notice to the Customer as is reasonably practicable in the circumstances 3.3 Upon expiry of any such notice period set out in Clause 3.2: (a) (b) (i) Fusion will not accept any new Service Orders for the relevant product option; and at Fusion s discretion: any Service Orders which have not achieved a Ready for Service Date will either be: a. ceased by Fusion; or b. allowed to progress through to completion; or

2 (ii) the Customer will be offered a new product option for acceptance, save that if, in the reasonable opinion of the Customer, it deems the service levels of the new product to be materially less than the product to be withdrawn, the Customer may terminate the Service Order without incurring any form of Early termination Charges. 3.4 Fusion may relocate Equipment within the Fusion network for reasons including security, improvements to infrastructure, capacity management, cost reduction or mitigation of a known fault, provided any such relocation will not have an adverse effect on the Virtual Data Centre Service. If the Customer reasonably concludes (in consultation with Fusion) that the relocation will have an adverse effect on the relevant Virtual Data Centre Service, it may terminate the Connection without incurring Early Termination Charges. 3.5 Fusion will give the Customer instructions which it reasonably believes are necessary for reasons of health, safety or the quality of the Virtual Data Centre Service and it is the responsibility of the Customer to ensure that these instructions are adhered to. 4 TERM AND TERMINATION 4.1 Subject always to clause 4.2 the Customer may terminate Virtual Data Centre Service provided under this Service Schedule on 30 Working days notice. 4.2 In the event of termination by: (a) the Customer of either the Master Services Agreement or this Service Schedule or Service Order on notice and without cause; or (b) Fusion for material breach of obligations by the Customer, the Customer will be liable to pay all applicable Early Termination Charges and Reconciliation Payment. 4.3 In the event of any termination by Fusion with cause, the Customer will forfeit and Charges paid in advance. 4.4 The provisions of Clauses 4.2 and 4.3 will not apply where the Service Schedule is terminated: (a) by Fusion where the Customer is not in material breach of any of its obligations under the Master Services Agreement or any other Service Schedule; or (b) by the Customer where Fusion is in material breach; or (c) by the Customer pursuant to its rights to terminate following its demonstration of a material adverse change to the terms of this Service Schedule, as set out in the Master Services Agreement. 4.5 When the Virtual Data Centre Service ends, if applicable, Fusion will either: (a) refund any amount after Fusion has deducted any amount owed to it by the Customer; or (b) issue a final invoice for the amount owed to Fusion by the Customer, which will be payable in accordance with the terms of the Master Services Agreement and this Service Schedule. 4.6 Following termination of the Master Services Agreement or this Service Schedule Fusion shall be under no obligation to provide the Customer with access to any service management tools or Interfaces provided to the Customer. Page 2 of 9

3 Schedule 2 Virtual Data Centre Service Product Information 1 ABOUT VIRTUAL DATA CENTRE SERVICES 1.1 Virtual Data Centre Service is a fully managed self-serving Infrastructure as a Service (IAAS) platform with a fully automated management interface called the Cloud Portal. It comprises of three elements: Cloud Compute Cloud Networking Cloud Storage A Virtual Data Centre is a logical container where the Customer can create, deploy and operate Virtual Machines within a physical Data Centre managed by Fusion. 2 VIRTUAL DATA CENTRE SERVICE ARCHITECTURE 2.1 Control The Virtual Data Centre Service platform is built using an Orchestration Layer to control and manage the physical host servers and Hypervisors. 2.2 Hypervisor The Fusion Virtual Data Centre Service is a hypervisor-agnostic platform and therefore able to utilise different hypervisors to suite Customer requirements. This means that Customer would see very little in the way of operation between the hypervisors but would provide dual vendor resilience. Supported hypervisors currently include: VMWare Microsoft Hyper-V KVM Xen Cirtix XenServer Oracle VirtualBox For general distribution Fusion uses the KVM platform. Not all Hypervisor capabilities are exposed by the Orchestration Layer to the Customer and Fusion restricts access to others for the purpose of management and administration. 2.3 Processors Fusion uses the latest Intel Xeon E-2650 or above processors with each physical host having two or more processors. A vcpu is the equivalent to 1 physical processor as recognised by the Virtual Machine. Multi-core technologies are not exposed to Virtual Machines. Within the standard offering there is a maximum of 64 vcpus that can allocated to a single Virtual Machine. Bespoke solutions can allocate more but with both options the Customer will need to consult the Operating System manual to confirm if the large addressing of physical CPUs is supported. 2.4 Memory The Virtual Data Centre physical hosts use DDR specification memory and capacity is host dependant. The amount that can be allocated to a single Virtual Machine is Operating System dependant with 64-bit or PEA kernels supporting 4 GB of RAM or more. Page 3 of 9

4 2.5 Storage The Storage platform is connected to each Virtual Data Centre over a redundant network using the iscsi protocol which connects a host to a LUN on the Storage platform. The Fusion Virtual Data Centre operates 5 tiered levels of storage: Name Disk Connectivity Suggested use Technology Premium RAID10 SSD 2 x 10Gb High performance desktops and database servers Advanced RAID10 15k SaS 2 x 10Gb High speed servers/desktops and storage with high IOPS Standard RAID10 NL-SaS 2 x 10Gb Low intensity servers/desktops and storage with low IOPS Store RAID6 SATA 2 x 1Gb Flat persistent storage, backup, archiving and templates Remote Mixed Public Internet Low cost no SLA storage Each Virtual Machine can have a maximum local storage of 2Tb per volume. Disk sizes can be allocated in 1Gb, 2Gb, 4Gb, 8Gb, 16Gb, 32Gb, 64Gb, 128Gb, 256Gb, 384Gb, 512Gb, 768Gb, 896Gb, 1024Gb and 2048Gb. 2.6 Networking Cloud Network represents the bandwidth between Virtual Machines within a Virtual Data Centres in a VLAN and bandwidth between a Virtual Machine and the Fusion network. Communication between Virtual Machines within a single VLAN is provided at 10Gbps. Communication between a Virtual Machine and the Fusion network is provided at 1Gbps. Each Physical host uses redundant 10Gb & 1Gb Ethernet connections to the public Internet via the Fusion network. Within the standard offering there is a maximum of 10 Network Interface Connections (NIC) per Virtual Machine with each NIC only being assigned 1 IP address. IP addresses are managed by the Orchestration Layer and delivered to each Virtual Machine using DHCP as a permanent DHCP lease. In order to receive network addresses and communicate within the Virtual Data Centre, a Virtual Machine template must have DHCP enabled and be compatible with DHCP. Each Virtual Machine is connected to the Virtual Data Centre network using a VLAN. The VLAN is created by the Orchestration Layer and only exists within the Customers Virtual Data Centre. This provides a secure environment for transferring data between Virtual Machine within a Virtual Data Centre. Within the standard Virtual Data Centre offering Public Internet access is delivered over a Shared Internet Access (SIA) service. This means that an IP subnet is shared between multiple customers. If you use a single public IP address from the allocation, the next available public IP address could be assigned to another customer. To prevent the risk of packet sniffing the broadcast traffic cannot be seen by another customer. SIA address will have an RDNS of <ip>.vdc.fusion.net.uk. These cannot be changed. Dedicated IP ranges can be provided as an optional addition to the Virtual Data Centre Service. To achieve this, the dedicated IP range is routed through a single SIA IP address. The router or firewall software used within the Virtual Data Centre must support routed mode. NAT or transparent modes cannot be used. For dedicated IP ranges custom RDNS records can be requested by Customer 3 SOFTWARE LICENSING The Fusion Virtual Data Centre Service is fully licensed under the Microsoft Service Provider License Agreement (SPLA) giving Customer access to a large range of Microsoft products. Within the Virtual Data Centre platform Fusion provides a number of Virtual Machine templates free of charge for Customers use. Non-Microsoft templates do not include any software licensing and any further software licenses must be provided and maintained by the Customer; for example RedHat Enterprise Linux server. Page 4 of 9

5 4 CONNECTING TO VIRTUAL DATA CENTRE 4.1 Interconnect Options In order for Customers to connect other systems and services to the Virtual Data Centre a number of Interconnect methods have been provided. 4.2 MPLS Interconnect A MPLS Interconnect is used to connect a Customer s MPLS network provided by Fusion to the Virtual Data Centre Services. Each Interconnect instance will connect a single MPLS VRF (Virtual Routing & Forwarding) network to a Virtual Data Centre External VLAN and present a number of Customers specified MPLS IPv4 addresses. 4.3 Data Centre Interconnect The Data Centre Interconnect service is used to connect colocation and hosted services to the Virtual Data Centre either from within the same physical data centre or between different geographical data centres. This allows the Virtual Data Centre to connect to external services; for example a hardware firewall. 4.4 Managed Interconnect Managed Interconnects are a service provided by Fusion that provide firewall, load balancer and IPSec services. 5 DATA LOCATION Excluding remote storage or where the Customer is using a Public IP address or has elected to take Cloud Compute or Cloud Storage within another data centre, the location, transmission and sharing of data is always bound to that country. 6 SERVICE SUPPORT 6.1 System Monitoring The Fusion Virtual Data Centre infrastructure is monitored 24x7 for availability, performance, capacity and utilisation. This information is not made publicly available but is used by Fusion to manage and deliver on the Virtual Data Centre SLA. Due to the nature of Virtual Data Centre Services, Fusion does not monitor the availability of the Customers Virtual Machines; whether these are created using the free or Customer provided template images. This is because Fusion is unable to guarantee the availability of a specific Virtual Machine under the Customers control. If a service outage has affected a Virtual Machine within a Virtual Data Centre then Customer should initiate a SLA claim. 6.2 Summary Customers responsibilities are: Monitor the performance and availability of the Virtual Machines. Software patching and securing of the Virtual Machines. Diagnostics and support of customer installed software on Virtual Machines or templates images. Fusions responsibilities are: Monitoring and patching/securing the Hypervisor hardware Monitoring and patching/securing the Storage platform Diagnostics of storage and networking performance issues Diagnostics of Cloud Portal errors Diagnostics of Virtual Machines that fail to boot Page 5 of 9

6 7 SERVICE BILLING Fusion monitors and measures the usage of Virtual Data Centre Services via the Orchestration Layer where the current state is captured and stored every hour. If the Customer has consumed Virtual Data Centre resources beyond what the Customer has committed to then an invoice will be raise with the additional charge. All Virtual Machine resources are chargeable if they are deployed, in standby mode or powered off. If a Virtual Machine is no longer required then it must be un-deployed to avoid being invoiced. A history of changes to the Virtual Data Centre resources is available in the Cloud Portal. Page 6 of 9

7 Schedule 3 Service Level Agreement 1 GENERAL 1.1 Fusion shall provide the Customer with support for the delivery of the Service Order though the provision of a Cloud portal, helpdesk, Interfaces and escalation management in respect to Service Orders, incidents and service maintenance. 2 HOURS OF SERVICE 2.1 Incident Reporting via the Fusion helpdesk is available to the Customer 24 hours a day 7 days a week. 2.2 Provisioning Support is available to the Customer during Office Hours. 3 VIRTUAL DATA CENTRE SERVICE MANAGEMENT 3.1 Incident Management (a) The Customer shall make incident reports to Fusion via the relevant Interface. The Customer shall provide a complete description of the incident and any reasonable information requested by Fusion. In the event that the requested information is not provided by the Customer, Fusion reserves the right to return the incident to the Customer requesting the missing information but shall not affect the logging of the time of the incident. (b) In the event that the electronic interfaces are not available, then incidents may be raised by telephone using the numbers listed in the Master Services Agreement. 3.2 Cloud Portal The Cloud Portal is an online service used to provision and manage Cloud Compute, Cloud Networking and Cloud Storage across the Virtual Data Centres. Fusion s Cloud Portal will be made available to Customer 99.9% of the time in any given calendar month. In the event that the Cloud Portal is not accessible, the Customer will not be able to make changes to their Virtual Data Centre and will not be able to allocate Cloud Networking or Cloud Storage resources or start and stop Virtual Machines. Virtual Machines availability is not affected by the independent unviability of the Cloud Portal. If Fusion fails to meet the Cloud Portal Availability SLA then Customer shall be entitled to credits pro-rated from the Customers recurring Monthly Service fee as set out in the service Agreement but not exceeding 10% as follows: Cloud Portal Availability Service Credit 99.9% 0% 99.5% < 99.9% 2% 99% < 99.5% 5% < 99% 10% Service credits are calculated as the percentage of the monthly committed charges for all Virtual Data Centre services during the affected month. Page 7 of 9

8 3.3 Virtual Data Centre Virtual Data Centres will be made available to Customer 99.95% of the time in any given calendar month. If Fusion fails to meet the Virtual Data Centre Availability SLA then Customer shall be entitled to credits pro-rated from the Customers recurring Monthly Service fee as set out in the service Agreement but not exceeding 50% as follows: Virtual Data Centre Availability Service Credit 99.99% 0% 99.98% < 99.95% 2% 99.94% < 99.90% 5% < 99.5% 10% Decrements of 0.5% +5% Service credits are calculated as the percentage of the monthly committed charges for all Virtual Data Centre services during the affected month. 3.4 Cloud Network Latency Fusion s aggregated monthly latency target for IP Packets within a single Virtual Data Centre VLAN Cloud Network is below 1 millisecond. If latency increases above the aggregated target then communication between Virtual Machines, Public Internet or Fusion UK National Ethernet Services may degrade or become service impacting. 3.5 Cloud Network Packet Loss Fusion s aggregated monthly packet loss target within a single Virtual Data Centre VLAN Cloud Network shall not exceed >0.1%. If packet loss increases above the aggregated target then communication between Virtual Machines, Public Internet or Fusion UK National Ethernet Services may degrade or become service impacting. 6 SCHEDULED NETWORK MAINTENANCE 6.1 Scheduled Network Maintenance refers to upgrades or modifications to network equipment software and hardware and/or network capacity. Scheduled Network Maintenance may temporarily degrade the quality of the Fusion services or include a short-duration outage. Scheduled Network Maintenance shall take place between the hours of 00:00 and 06:00 on any of the seven (7) week days. Fusion will endeavour to Schedule any Network Maintenance on the days of Saturday and Sunday and provide the Customer with at least seven (7) days notice prior to the Scheduled Network Maintenance activity. If Fusion s Scheduled Network Maintenance is cancelled or delayed, Fusion will make best endeavours to notify the Customer and shall comply with the provisions of this clause to reschedule any delayed maintenance activity. Such effects relating to the Scheduled Network Maintenance shall not give rise to service credits under this SLA. 7 EMERGENCY NETWORK MAINTENANCE 7.1 Emergency Network Maintenance refers to efforts to correct network conditions that are likely to cause a Major Service Outage (MSO) and require immediate action. Emergency Network Maintenance may temporarily degrade the quality of the Fusion services or include a short-duration outage. Such effects related to Emergency Network Maintenance shall entitle Customer to service credits as set out in this SLA if and only if service degradation or loss of service occurs outside of a Scheduled Network Maintenance window. Fusion may undertake Emergency Network Maintenance at any time deemed critical and shall provide notice of Emergency Network Maintenance to Customer as soon as it is commercially and practicable to do so under Emergency Network Maintenance conditions. Page 8 of 9

9 8 FORCE MAJEURE 8.1 Neither Party will be liable to the other for any delay in performing or failure to perform any of its obligations under this Agreement or any applicable Service Schedule (other than the obligation to pay the charges) which occurs as a result of circumstances beyond a Party's reasonable control ( Force Majeure Event ). For the avoidance of doubt, circumstances beyond a Party s reasonable control include acts of God, theft, war or riot, civil disobedience, national emergency, strikes and other labour disputes (other than the Party affected by the Force Majeure Event unless such Party has used its reasonable efforts to resolve the same), fire, flood, act of terrorism, power failures, non-availability of any third party communication services, or the internet or breakdown of any equipment not supplied by Fusion, acts of government or other competent authority. 9 SERVICE CREDIT EXCLUSIONS AND LIMITS 9.1 Any calculations used to claim Service credits under this SLA shall not include any unavailability resulting from Scheduled Network Maintenance, a Force Majeure event (which without limiting the generality of the definition of a Force Majeure Event shall include where Fusion is reliant upon action being taken by a third party which is not a sub-contractor of Fusion) or the failure of non-service impacting equipment or systems used for network measurements. 9.2 The Customer is in breach of any part of this Service Schedule of the Master Services Agreement which affects Fusion s ability to maintain the relevant Virtual Data Centre Service or Fusion suspends the relevant Virtual Data Centre Service or any part of it in accordance with the terms of the Master Services Agreement. Page 9 of 9