Amazon Relational Database Service (RDS)

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1 Amazon Relational Database Service (RDS) G-Cloud Service 1

2 1.An overview of the G-Cloud Service Arcus Global are approved to sell to the UK Public Sector as official Amazon Web Services resellers. Amazon Relational Database Service (Amazon RDS) is a web service that makes it easy to set up, operate, and scale a relational database in the cloud. It provides cost-efficient and resizable capacity while managing time-consuming database administration tasks, freeing you up to focus on your applications and business. Amazon RDS gives you access to the capabilities of a familiar MySQL, Oracle or Microsoft SQL Server database engine. This means that the code, applications, and tools you already use today with your existing databases can be used with Amazon RDS. Amazon RDS automatically patches the database software and backs up your database, storing the backups for a user-defined retention period and enabling point-in-time recovery. You benefit from the flexibility of being able to scale the compute resources or storage capacity associated with your Database Instance (DB Instance) via a single API call. Amazon Relational Database Service (RDS) Highlights Simple to Deploy Amazon RDS makes it easy to go from project conception to deployment. Use the AWS_Management_Console or simple API calls to access the capabilities of a production-ready relational database in minutes without worrying about infrastructure provisioning or installing and maintaining database software. Managed Amazon RDS handles time-consuming database management tasks, such as backups, patch management, and replication, allowing you to pursue higher value application development or database refinements. Compatible With Amazon RDS, you get native access to a relational database. This facilitates compatibility with your existing tools and applications. In addition, Amazon RDS gives you optional control over which supported MySQL_DB_Engine_Version or Oracle_DB_Engine_Version powers your DB Instance via DB Engine Version Management. 2

3 Fast, Predictable Performance Amazon RDS Provisioned IOPS is a high performance storage option designed to deliver fast, predictable, and consistent performance for I/O intensive transactional database workloads. When creating a new DB Instance using the Amazon RDS Provisioned IOPS storage, you can specify the IOPS your instance needs from 1,000 IOPS to 10,000 IOPS and Amazon RDS provisions that IOPS rate for the lifetime of the instance. Scalable You can scale the compute and storage resources available to your database to meet your application needs using the Amazon RDS API or the AWS Management Console. If you are using Amazon RDS Provisioned IOPS storage with MySQL and Oracle database engines, you can scale the throughput of your database Instance by specifying the IOPS rate from 1,000 to 10,000 and corresponding storage from 100 GB to 1TB. In addition, for the MySQL database engine, you can also associate one or more Read_Replicas with your database instance deployment, enabling you to scale beyond the capacity of a single database instance for read-heavy workloads. For the SQL Server database engine, you can provision from 1,000 IOPS to 7,000 IOPS with corresponding storage from 100 GB to 1TB of storage. Reliable Amazon RDS has multiple features that enhance reliability for critical production databases, including automated backups, DB snapshots, automatic host replacement, and Multi-AZ deployments for both MySQL and Oracle database engines. Amazon RDS runs on the same highly reliable infrastructure used by other Amazon Web Services. For further information on RDS please go to 2.Information assurance The service is designed for IL0 and IL1/2 data. Amazon Web Services is ISO27001 certified. Arcus Global is ISO27001 certified. 3

4 3.Backup/restore and disaster recovery Customer are responsible for their own data, however using the tools provided by AWS data can be quickly and efficiently backed up. All backups can be quickly restored using the AWS console. All AWS services can be deployed in a highly available, durable design that minimises the potential for disaster scenarios to extremely low levels. This level of design and solution architecture can be provided by Arcus Global through our Lot 4 consulting services. With respect to the underlying AWS infrastructure, the details of their internal processes around backup, restore and disaster recovery procedures are confidential - however information relating to the internal processes within AWS can be found in the following PDF document: 4.On-boarding and Off-boarding processes/scope etc. On-boarding Arcus uses a three-phase approach to the on-boarding process. This process has been developed internally but also utilises best practice techniques from a number of industries. The result is a robust, agile and rapid approach to implementations, irrespective of the underlying technologies. Data migration into the new environment is achieved using matured and supported techniques appropriate to the technology in question. Taking this approach ensures that we concentrate on issues that affect the business rather than being distracted by technical complexities of the process. The three phases are categorised as follows: 1. The Discovery phase allows both parties to explore and document the current landscape and prepare for a controlled pilot deployment as the second phase. Artefacts from each discipline within this phase provide supporting documentation for approval / sign-off to move to the next stage. 2. The Pilot phase is a controlled test of a subset of the new implementation using a carefully-selected pilot user base. Controlled tests are carried out against the test plan created and approved in the Discovery phase. Output from this second phase provides supporting documentation for approval / sign-off to progress to the final Deployment phase. Should approval not be achieved, a reverse process will be undertaken to revert to the configuration as documented at the end of 4

5 the Discovery phase. This, essentially, is an abstraction of the generic off-boarding process outlined later in this document. 3. The Deployment phase is ostensibly a duplication of the Pilot phase to the entire organisation, with additional training, hands-on support and guidance for Service Desk staff. After an agreed period, artefacts from each discipline are used as documentation for the project as a whole. Off-boarding Ostensibly the off-boarding process uses techniques from the above on-boarding steps in reverse order so the approach to the entire activity is familiar to the customer. Additional steps will be introduced as required. 5.Service management details Technical Boundaries Amazon Web Services (AWS) deliver cloud computing services on a global scale from a number of data centres located around the world. There are 9 global Regions, each region comprises a number of individual sub units known as Availability Zones. In the case of all of our AWS G-Cloud services, only the EU (Ireland) region will be used. This ensures all data shall be held within the EU geographical region ONLY. 5

6 This EU region currently comprises 3 separate availability zones (AZ), and each AZ provides the same services as the other AZs in the same region. This design means all services are multiply redundant within the region ensuring, providing good cloud architecture principles are followed, service delivery is fault tolerant, highly available and elastic. The technical boundary for all AWS services is usually defined as the services operating in the entire region. Anything external to the region, including delivery of services to customers corporate networks via internet connections, public or VPN based, is beyond the technical boundary of AWS services. The limitation of the region based technical boundary is that systems using AWS services must be architected around multiple AZ s. In the case that it is not, such as a test or development environment, the technical boundary shall be at the single AZ level. Data extraction/removal Data can be extracted and removed from all AWS services. The exact mechanism is dependant on the specific service used e.g. http transfers, RDP session, sftp, database connection etc. 6

7 The customer will always have access and control of their data with no imposed limits on retrieval and deletion. Arcus offer full services to assist with any data extraction or removal process as may be required by the customer. Data location In the case of all G-Cloud offered services, only the EU region will be used - the EU(Ireland) region. This ensures all data shall be held within the EU geographical region ONLY. Safe Harbour All data will be held in compliance with EU Safe Harbour Legislation. Data centre tier All AWS data centres are built to a confidential AWS specific design. They are designed to provide redundancy and availability that meets or exceeds current standards. The exact specifications are proprietary and confidential to AWS. AWS also do not subscribe to the definitions of either TIA-942 or the Uptime institute. Backup and Disaster Recovery See section 3. Monitoring Services within the AWS are always internally monitored by AWS and a general health page for all services, globally, can be viewed at: In addition to this, individual services can be monitored at a more granular level. This is available through the CloudWatch service, which is also available through the specific service offering. Support Boundary AWS fully support their own internal services and systems architecture, thereby ensuring continuous delivery to end customers. In the event of problems or issues arising with AWS services there are 2 support offerings available to the end customer: 7

8 AWS Support Arcus Service and Support with AWS Support In the case of AWS Support, the support boundary is clearly defined as the AWS service(s) e.g. EC2. In the event of a problem with the AWS service(s), customers can initiate support tickets directly with AWS to resolve specific issues. This however does not include support for any customer installed applications or systems running on top of AWS services. With Arcus Service and Support with AWS Support, the customer will have access to Arcus internal support desk in order to initiate support requests. In the event that these require further support from AWS, Arcus will be responsible for initiating the support contact with AWS and managing the overall customer relationship. However, in addition to the AWS service and infrastructure support Arcus can provide a level of application support and service management processes e.g. automated backup management etc. to further support a customer deployment. Infrastructure AWS are responsible for the infrastructure deployed within their AZs and the associated connectivity between them. The underlying infrastructure is required in order to provide the customer with the services that are required and therefore entirely managed by AWS as part of their service model. 6.Service constraints Live service status can be seen here: 7.Service Levels Telephone Support All of our support contracts include telephone support during normal office hours, providing access to our support team regarding any problems you may encounter with the solution detailed in the support schedule. /Ticket Support All of our support contracts include access to the support and ticketing systems during normal office hours, which provide access to our support team regarding any 8

9 problems you may encounter with the solution detailed in the support schedule. Remote Access Support Given the hosted nature of the system, we will always attempt to resolve your problem remotely, therefore saving your time on the phone or travelling to site. Charges may be levied for this service at a pre-agreed rate if the work to be undertaken is of an administration or new configuration nature. On-site support In rare cases, on-site support may be required to resolved issues that are particular to the local environment. Issues requiring on-site support presence will be charged at the specified rate. Support Procedures To log a call with our support team simply use one of the following methods to contact us: Dedicated support hotline telephone number Dedicated support address (automatic ticket generation) 8.Financial recompense model for not meeting service levels It is always the aim of Arcus and our technology partners to do everything possible to minimise disruption to services. As we deliver a number of cloud services across multiple lots, our SLAs and applicable compensation varies depending on the service consumed. Arcus operates a robust model for compensating clients where our products fail to meet agreed SLAs. Our policy is to credit the customer with 1 month of free service for all affected accounts. Affected accounts are only those instances of a service that have been accessed (or attempted to be accessed) during the outage period. Where the service is charged at a set price for the entire organisation, 1 month s charge will be credited. The above credit is the sole remedy for any outage of the G-Cloud service beyond that set within the SLA. Where a service is supported by a 3rd party that may offer additional benefits, Arcus will make this clear to the Client within this document. 9

10 9.Training In all client engagements Arcus places a high value on enabling effective knowledge transfer between ourselves and our clients. In the case of AWS services the emphasis on training may, however, be significantly reduced. Arcus offer the ability to procure AWS services, and these services will often utilise technologies that a client is already familiar with. An example of this is the EC2 service which provides cloud servers that can be running Windows Server 2008R2 or Windows Server 2012 and can be accessed and managed by existing internal client ICT resources without the need for additional training. Other services such as the Relational Database Service (RDS) can be accessed and managed using existing tools such as the SQLServer Management Studio. Additionally Arcus can supply and manage these services as turnkey resources thereby limiting the customers requirement for understanding the mechanisms for deployment within the AWS environment. If, however, a customer wishes to have full access to the underlying AWS management tools, Arcus is happy to implement a system of training the trainers within client organisations, often as a precursor to or in conjunction with running pilots. This approach ensures that well in advance of any new system going live, the client organisation has a body of staff who are experienced and confident with the system and have the learning resources available to train and support new users. In addition, AWS provides a vast library of documentation, tools and self-study material. This includes articles and tutorials, FAQs, detailed product information, case studies, developer tools, release notes and sample code libraries. This material is updated regularly and provided free of charge on the AWS website. In addition, AWS partners provide training. Please see the following links for additional information

11 10. Ordering and invoicing process The ordering process is done via the relevant web and forms that will be processed to an agreed SLA (service dependent). Cancellation of accounts or cessation of service is done using the same route. If the client uses more than one service, we will make a web portal available to consolidate the process for multiple services. 11. Termination terms Arcus services are subject to simple and unambiguous termination terms: By consumers (i.e. consumption) Services are procured on a recurring monthly or annual basis, and therefore termination requests have to be issued at least 20 working days prior to the start of the following billing period, whether monthly or annually. Arcus will typically process all termination requests within 2 working days and acknowledge the termination of the contract. In all cases, the client will be liable for full payment of services upto the date of termination. Data and other exports will be arranged separately in accordance with the terms for each service contained in this document. By the Supplier (removal of the G-Cloud Service) The G-Cloud termination terms are agreed within the framework agreement. In general, all services purchased under this framework can continue to be supplied to consumers should the framework be withdrawn by the Supplier. 12. Data restoration / service migration Data can be migrated into and out of AWS services using a standard set of interfaces and APIs. Each service will have specific data interfaces e.g. database endpoints for MSSQL or APIs (e.g. SOAP/REST) for interacting with the services directly. Certain IaaS services, e.g. EC2, can have additional software installed within the virtual 11

12 server to allow sftp transfers thereby widening the data migration possibilities - both in and outbound. The selection of which tools are best to use is based on the requirements of the task and the type of data to be processed. In either case Arcus can provide full support in order to ensure the appropriate tools are used. 13. Consumer responsibilities Arcus places a high priority on making the on-boarding process as easy and painless as possible for our customers. We have a well-defined implementation process that takes our customers from the point of purchase to a fully implemented system. Arcus always aims to minimise the amount of resource required on the customer side, but depending on specific requirements or complexities in the local ICT environment, some customer involvement is to be expected. To ensure a smooth implementation, Arcus assumes the following to be responsibilities of the customer during the software implementation process: Making available the necessary resources to assist in the implementation process where necessary. Scheduling any necessary meetings and workshops in a timely fashion. Ensuring adequate network connectivity and bandwidth for the service are available for the end users. Configuring firewalls and other internal ICT equipment in accordance with the solution requirements. Arcus will provide detailed guidance to assist with the configuration. Ensuring adequate browser versions are available to the end user as per the system s technical requirements. Ensuring all other hardware and software prerequisites are met prior to implementation. Assisting with integration to any third party systems that are required as part of the full solution. 14. Technical requirements In the case of all cloud services internet connectivity is a requirement. This is solely the responsibility of the customer. 12

13 Bandwidth performance and utilisation on the customer corporate network is also entirely the responsibility of the customer. Utilisation will depend on the specific applications in use and this will be dictated by the customer. Data transfer out of the AWS environment will generate costs as outlined in the Prices section of this document. The EC2 service provides cloud server instances which can be accessed using standard tools: Remote Desktop Connection Client (Windows Servers) SSH (Linux servers) In addition to this, other applications or protocols running on these servers may require the use of additional software e.g. HTTP servers will be accessed via an Internet browser, FTP servers will require the use of an FTP client etc. 15. Details of any trial service available There are no specific trials available for this service, however a Free-Tier does exist which provides a very low service level with which to experiment. The free tier allowances can be found on the specific service web pages. These can be found at the start of this document or by going to and searching for Free Tier. In addition, this service can be provisioned in an on-demand fashion which means that demonstration environments can be created and shut down very rapidly and very cost effectively. 13

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