Vodafone Private Cloud

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1 Vodafone Private Cloud Overview Vodafone Private Cloud is our dedicated public sector cloud service that connects you to your own private IL2/IL3 network and / or core government networks, including the Public Services Network (PSN). It delivers high performance computing and storage services for running your critical applications. The service is based on a cloud platform that is dedicated to you, and you can combine it with our public cloud (Vodafone Flexible Computing) or our IL3 cloud service (Vodafone Flexible Computing for Government) to create a hybrid cloud. You can use Vodafone Private Cloud as a single organisation or as part of a public sector community group. Service overview We ll connect you to the platform through a design and on-boarding process. This covers: your network connection security measures the number and type of virtual servers you need (and any physical ones) storage and backup We ve created three standard architectures for Vodafone Private Cloud, outlined in the Pricing document you can use these off-the-shelf or as a base for a customised service. We ll create a private cloud for you that can be accredited at IL2 or IL3 and is based on a standard and proven architecture using industryleading technologies from vendors such as VMware, Cisco and EMC. You can be sure that Vodafone Private Cloud: has appropriate virtual server capacity as and when you need it can be accredited at IL2 or IL3 provides a seamless network, computing and storage platform can be flexible if your needs change

2 We bill you for services either as one-off charges (for example for professional services) or monthly (for most other services). You ll need to commit to a minimum monthly spend and length of contract. Your monthly pricing is based on the capacity of the platform you need. Vodafone Private Cloud includes: dedicated Vodafone Private Cloud infrastructure Cisco ASA Firewalls providing perimeter security, ensuring only the right data enters and leaves your platform virtual servers running on powerful host machines to provide computing power Each virtual server comes with: 1 core 2.4GHz CPU delivered from an underlying Intel Xeon platform (the capacity can be used across a smaller number of larger machines if needed see our pricing document) 4GB memory (overall memory can be divided up as needed among your machines) Windows or RedHat Linux managed operating system anti-virus software (for Windows machines) fibre-connected EMC Storage Area Network (SAN) giving each virtual server a guaranteed 160GB storage as standard standard backup service weekly full and daily incremental on a 2-week retention policy 97% monthly service level agreement and fully resilient dual-site options hosting in our secure ISO27001 certified UK data centres management, monitoring and maintenance by our UK-based security-cleared operations staff These options all feature in the standard design and we can adapt most of them for you. We ll work with you to design the platform you need. For example, other options available (priced separately) include: disaster recovery we have a range of options to support your disaster recovery strategy. We can provide resilient and fault-tolerant technology, designed to meet strict Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) for your organisation extra backup we can provide a range of data retention policies delivered from either shared or dedicated platforms with a direct connection to your Vodafone Private Cloud to back up files and databases protective monitoring (GPG13) we can give you protective monitoring to help you meet the Good Practice Guide 13 (GPG13) standards for monitoring of any potential IT security breaches. As well as giving you regular reports, the service includes real time alerts and 24x7 incident response in line with GPG13 network connectivity we can connect you to a range of networks from your Vodafone Private Cloud, including your wide area networks (WANs), the internet and a range of public sector networks. We ll design any network connections you need (see the Connectivity section below for further details)

3 professional services if you need any design, migration and customisation services, project management resources or other help, just ask your account manager or sales representative Connectivity In line with current government policy, we d expect most new connections to a Vodafone Private Cloud service to be over the Public Service Network (PSN), or your own network. In most cases we can connect you over your existing network providing a hosting solution within your Wide Area Network. We re one of the four core suppliers of the Government s Public Service Network and we ve set up many of the government networks so we re experienced at connecting you to services over any of these networks: PSN, the Public Services Network GSi, the Government Secure Intranet GCSX, the Government Connect Secure extranet PNN, the Police National Network CJX, the Criminal Justice extranet GCF, the GSi Convergence Framework Information assurance Vodafone Private Cloud is available with IL2 and IL3 accreditation. Backup/restore and disaster recovery Vodafone Private Cloud provides a 97% availability SLA. The standard service is based on non-resilient single-site architecture located within a single tier 3 List X UK data centre. You can choose dual-site options with an increased service availability SLA for disaster recovery. We run two-week full and daily incremental backups as standard and hold them for 14 days. There are other backup options speak to your sales representative or account manager for details. If you need to restore any data from a backup (assuming you have the standard on-site option) it ll start within four hours of you requesting it. On-boarding and off-boarding On-boarding Before you start using Vodafone Private Cloud, your sales representative or account manager will work with you and our solution consultants to agree the design of your Vodafone Private Cloud service, the network connectivity required and any other options or services you need.

4 Once we ve agreed the design we ll need you to sign an order form with our pricing and terms. When we've processed your order we ll give you an Agreed Ready for Service Date (ARFS date). We ll make every effort to make sure you re up and running by that date. If you need extra network connectivity we ll work with you on the design, ordering and delivery of this too. Off-boarding If you want to off-board any services during your contract or at the end of your contract, speak to your account manager or sales representative. We ll then assess, plan, schedule and implement the change once it s approved and keep you updated through the process. If you cancel any services before the end of your contract you may have to pay cancellation charges due to the minimum spend commitment needed for this dedicated service. Service management Change management We support Vodafone Private Cloud with a comprehensive ITIL-based service. Our service desk coordinates: incident management security breaches problem management change management configuration management service level management billing and order queries escalations complaints Service desk Our service desk is open 24/7 and 365 days a year to support you for incident management. And we re open during normal working hours for change management and order queries. Service change management We offer a comprehensive change management process to support the service. You can make changes by contacting our service desk, including: raising and recording changes assessing the impact, cost/benefit and risk managing implementation reporting and monitoring implementation

5 reviewing requests assessing and approving change requests Our tried and tested processes are audited for compliance with ISO 9001: 2008 to give you seamless endto-end support. Routine and emergency maintenance We do most of our platform maintenance without interrupting your service. If maintenance will involve platform outages we ll give you ten working days notice, though we may make emergency changes at shorter notice. We maintain all your infrastructure at either the latest release or previous release of the core platform software. We upgrade this software approximately every 18 months. Typically we ll let you know two months in advance and give you one month s notice of the upgrade date. Service levels Our standard service has an availability SLA of 97% with 24/7 support 365 days a year. For backups we offer an SLA of 98% of backups completed successfully. Service level descriptions Severity level Description Typical examples 1 Loss of service Website down 2 Service affected Intermittent fault, performance below service levels 3 Risk to service Loss of resilience, loss of second site 4 Non-service affecting Failed power supply in server, disk usage at 90%, investigation and advice Restoration We base our target time to restore the service when there s a fault on the severity level in the table above. We define the time to restore from when we raise a trouble ticket for the fault to when we believe the relevant service is restored. Our target times are: Severity level Target time to restore 1 4 hours 2 4 hours 3 48 hours 4 n/a

6 Financial recompense There may be service credits available if we don t meet the availability SLAs. Please see our terms for more details. Training We don t provide formal training for Vodafone Private Cloud but we provide you with a customer handbook which clearly explains how the service and our support works. We hand over the live service to you at a meeting where you can ask detailed questions. If you have any other questions you can always ask our support helpdesk. Ordering and invoicing After you ve agreed the design of the service and the connection you ll use, you ll need to fill out and sign an order form with our pricing and terms. If you re new to Vodafone, we ll also need to set up a billing account for you. When you make an order or ask for a quote, our sales support desk will acknowledge it and give you a reference number you can use to track your request. For quotes, our sales support desk will keep you regularly updated on progress, including information from our technical, design, commercial, survey and feasibility teams. From the time you place your order through to the delivery of your service, our sales support desk will keep you regularly updated. We ll invoice you: in advance for all set up fees monthly in arrears for all recurring charges and usage charges all your charges are itemised on your bill the month after the month in which a change you ve ordered has been done or you start using a service for any other requests Ending the service You can choose to terminate the service at any time by giving us 90 days notice, but you may have to pay termination fees in accordance with our terms. Either of us can terminate the contract for: insolvency material breach

7 revocation, change to or non-replacement of telecommunications authorisations or licences fraud convenience on 3 months notice, that notice won t expire until the end of the initial period or renewal period (if applicable) force majeure We can terminate the contract: for non-payment for IPR infringement according to law, regulation, etc to prevent interference with, damage to, or degradation of the Vodafone network to eliminate a hazardous condition if you misuse the service Our options to end the service are set out in our terms. Data restoration/service migration We expect you ll transfer data mainly over your wide area network. This is likely to be limited by the bandwidth into your premises. It s not possible to migrate virtual machine templates in or out of Vodafone Private Cloud, but our professional services team can help you migrate applications from an existing platform to this service or from other Vodafone hosting services. You can create custom templates on the platform based on machines deployed from Vodafone images and this can speed up deploying applications. Data migration service The SLA to start restoring data is four hours from when you make a request. Data extraction There are two options for extracting data: 1. stream data across your wide area network 2. back up to tape we ll back up your data to a dedicated tape which we ll then give to you We ll then remove the data from all of our systems as part of removing you from the platform. If you want to turn off a single virtual server, we ll delete all data relating to that server on the storage platform. Customer responsibilities Your responsibilities include: providing contact details for someone in your technology team to help with on-boarding

8 providing the IP addresses needed from your WAN making a suitably authorised person available to agree our terms and sign the order form providing contact details for an administrator for the portal providing contact details for a person to work with to fix any incident or fault providing (and confirming them to us if we ask) all licenses for any applications you install on the Flexible Instances not changing the hostname or IP address of any servers unless we ask you to not changing or trying to change any management agents provided on the servers by us following our acceptable use policy Technical requirements Vodafone Private Cloud is a managed service, up to and including the servers operating system. We want to make sure you re buying the right service for your organisation so we ll discuss your organisation s needs with you. There are no specific requirements for your connection to the platform, as this will depend on what you need and the applications you want to run on the virtual servers. You will need an appropriate connection between your network and our data centre. We can help you to define and supply any new networks you need. You ll need to factor in the time and costs for any new network connections when planning to connect to Vodafone Private Cloud. Any network connections into the data centre are likely to have an initial speed of at least 10Mbps (full duplex). The costs in the pricing document for Vodafone Private Cloud don t include that connectivity. The Vodafone Private Cloud service includes: setting up appropriate firewall rules and securing the connection between you and your virtual servers creating the agreed number of standard, virtual machines creating network connectivity throughout the cloud environment to deliver the service in line with your requirements setting up storage and backup services Other extra options you can add include additional: virtual servers computing power (CPU and memory) storage space backup services

9 Details of trial services As Vodafone Private Cloud is built specifically for you, trials are only available for a new member of an existing community. When possible we ll give you customer references to help you evaluate whether Vodafone Private Cloud is right for you. Need more information? For more information, please talk to your sales representative or your account manager or you can the team on [email protected]