SERVICE DEFINITION. G-Cloud 7 DESKTOP SERVICES. Classification: Commercial in Confidence

Transcription

1 SERVICE DEFINITION G-Clud 7 DESKTOP SERVICES Classificatin: Cmmercial in Cnfidence

2 Classificatin: Cmmercial in Cnfidence ii MDS Technlgies Ltd Other than fr the sle purpse f evaluating this Respnse, n part f this material may be reprduced r transmitted in any frm, r by any means, electrnic, mechanical, phtcpied, recrded r therwise r stred in any retrieval system f any nature withut the written permissin f MDS Technlgies Ltd. MDS Technlgies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX Telephne: , Fax: CONTENTS WHY MDS?... 3 SUMMARY OF SERVICE FEATURES... 3 PRODUCT OVERVIEW... 3 PRODUCT FEATURES... 4 TECHNICAL FEATURES... 4 EXAMPLE USE CASES... 4 INFORMATION ASSURANCE... 5 ON BOARDING AND OFF BOARDING PROCESSES... 5 PRICE MODEL... 5 TRIAL SERVICE... 6 SERVICE MANAGEMENT... 6 SERVICE CONSTRAINTS... 7 SERVICE LEVELS... 7 ORERING AND INVOICE PROCESS... 8 SERVICE LEAD TIME... 8 TERMINATION COSTS... 8 CUSTOMER RESPONSIBILITIES... 9 TECHNICAL REQUIREMENTS... 9 RELATED SERVICES Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

3 WHY MDS? Bespke clud slutins that fit yur business needs Trusted prvider f agile, scalable and assured digital services Full range f clud hsting and enablement slutins Security Cleared (SC) peratinal supprt staff Hnest prviders f services, supprt and practical advice 24/7 supprt thrugh ur ITIL-aligned Service Desk A privately wned, UK svereign cmpany We are an SME - agile with minimal bureaucracy Prviding infrastructure services t the Public Sectr fr ver 12 years Certified against ISO 27001, ISO 9001, ISO14001 and Cyber Essentials Plus We listen t ur custmers, we understand, we deliver PROFESSIONAL, PERSONALISED SOLUTIONS SUMMARY OF SERVICE FEATURES Service prvided fr OFFICIAL and OFFICIAL SENSITIVE data Exceptinal value lwest cst cmpute resurces Flexible and Adaptable add, remve r change yur slutin All data centres are highly resilient, Tier3 and UK svereign with >50 miles separatin. Cnnectivity via the Internet r a gvernment secure netwrks (e.g. PSN, GSI, etc.) r yur wn dedicated circuits such as X-Kryptrs, CPA, Leased Lines, MPLS, etc. PRODUCT OVERVIEW Desktp Services frm MDS is a Platfrm as a Service (PaaS) ffering which enables custmers t prvisin and scale secure sessin-based desktps in a flexible and autnmus manner. Fr Windws custmers, a Remte Desktp Sessin server hsts full Windws desktp sessins fr Remte Desktp Services clients. Users can cnnect t a Remte Desktp Sessin server either thrugh a Remte Desktp Web Access Server r a Remte Desktp Gateway Server. These virtual desktps prvide the end user with a fully managed virtual desktp perating system and applicatins delivered securely t any netwrk cnnected pc r thin client. Users will lgn using the existing authenticatin within Active Directry via an encrypted cnnectin t the Skyscape clud. Fr Linux custmers, MDS can prvide a Linux Desktp Service based n Red Hat Enterprise Linux. The Red Hat Desktp is fast, secure and has an intuitive interface. It gives IT Administratrs the ability t deply tens, hundreds r thusands f end-user desktps acrss the enterprise. MDS prvides this envirnment at a range f Security and Service Levels up t 99.99% availability allwing custmers t match their applicatin / user needs t an apprpriate impact level, service level and cst, instead f designing everything t the highest level when nt needed. Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

4 The MDS service has been designed specifically fr the UK public sectr. It is prvided thrugh the use f Skyscape s clud platfrm, bringing tgether Skyscape s previusly Pan-Gvernment accredited IaaS platfrm and ur service management. It can als be prvided n ther IaaS platfrms if required. PRODUCT FEATURES Desktp Services prvides an accredited, secure and highly scalable cmpute platfrm, which ffers peratinal efficiencies, enhanced prductivity, imprved mbility while reducing the verall ttal cst f wnership. It is billed by user per mnth enabling significant cst savings and predictable mnth n mnth charges A range f services levels T&D, BASIC, STANDARD and ENHANCED chse the right service at the right price Assured Security suitable fr OFFICIAL and OFFICIAL-SENSITIVE data, hsted in highly resilient Tier3, UK svereign data centres and benefits frm QinetiQ s Prtective Mnitring slutin Green this service is based in data centres which ffer market leading efficiency arund pwer and cling TECHNICAL FEATURES Sme f the technical features f Remte Desktp Sessins include: Standardisatin f the crprate desktp, applicatin and client Anywhere access t the crprate desktp Rich Windws r Linux user experience available n a variety f devices and platfrms, including Windws, Windws RT, ios, Mac OS X, Andrid, X11 client and thin client Remtely delivered desktps where the data stays in the data centre s the risk f infrmatin lss frm lst r stlen devices is reduced Built-in business cntinuity and disaster recvery Remte Desktp Sessins hsted n Windws Server 2012 r Red Hat Enterprise Linux fr scalability and stability The Remte Desktp Sessin can use audi recrding redirectin, Windws Aer experience and remte cmputer audi and vide playback redirectin Set and cntrl access, user prfiles and capabilities Uplad and install Remte Desktp Services aware applicatins and data EXAMPLE USE CASES The service can help custmers in a number f scenaris, including: Migrate away frm existing physical desktp envirnments Access the crprate desktp frm virtually anywhere Prvide a rich Windws r Linux experience n a variety f devices Delivery f new clud designed applicatins and services Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

5 Test, evaluatin and cnslidatin f existing services INFORMATION ASSURANCE This service is based upn Skyscape s IaaS platfrm which is designed and ptimised t meet the unique infrmatin assurance needs f UK public sectr rganisatins: UK Svereign platfrm delivered frm secure UK data centres by a UK cmpany with SC cleared UK staff Suitable fr all data classified at OFFICIAL, including OFFICIAL-SENSITIVE data under the Gvernment Security Classificatin Plicy (GSCP) Suitable fr legacy IL2, IL3 and IL4 (by aggregatin) systems under the Gvernment Prtective Marking Scheme (GPMS) Independently certified against ISO27001 and Cyber Essentials Plus Secure and resilient (Tier 3) UK data centres facilities capable f hsting data classified at OFFICIAL and OFFICIAL-SENSITIVE ON BOARDING AND OFF BOARDING PROCESSES On-barding During n-barding MDS will wrk with the custmer t gather the infrmatin required t create the necessary remte desktp sessins. MDS will then cnfigure the virtual desktp envirnment t this agreed specificatin. This will invlve installing Remte Desktp aware applicatins and, where necessary, persnal virtual desktps r user desktp pls. Off-barding Prir t terminating the cntract, the custmer will be able t transfer all their data ut f the slutin. When the custmer terminates their agreement with MDS, we will ensure that all f the custmer s desktp cnfiguratin, data and applicatins are deleted. PRICE MODEL Windws Pricing fr this Windws service will be based n custmer specific requirements. Set ut belw is example pricing fr a 200 user Virtual Desktp Infrastructure slutin using the STANDARD service level. The base specificatin fr each virtual desktp is 1 x vcpu with 1GB RAM, 1GB f additinal data strage, Windws license and antivirus license. Optinal extras can be added including: Micrsft Office (including Outlk), Micrsft Prject, Micrsft Visi, additinal vcpu s, RAM and strage per virtual desktp. This example pricing is subject t custmer applicatin requirements. The slutin utilises three virtual server rles: Active Directry Server 2 x 2GHz CPU and 4GB RAM Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

6 Remte Desktp Web Access Prtal & RD Gateway Server 4 x 2GHz CPU and 8GB RAM Remte Desktp Sessin Hst & Licensing Server 8 x 2GHz CPU and 32GB RAM Pricing fr a fully managed slutin with up t 200 cncurrent Windws7 sessins: Assured Official Platfrm - 52 per virtual desktp per mnth Elevated Official Platfrm - 68 per virtual desktp per mnth Linux Pricing fr this Red Hat Enterprise Linux service will be based n custmer specific requirements. Set ut belw is example pricing fr a 200 user Virtual Desktp Infrastructure slutin running an X11 client using the STANDARD service level. The slutin utilises instances f Red Hat Enterprise Linux server frm Skyscape. The base specificatin fr each virtual desktp is 1 vcpu with 1GB RAM and 10GB f strage. Optinal extras can be added including thin client devices, additinal vcpus and strage. This example pricing is subject t custmer applicatin requirements. The slutin utilises ne virtual server rle: Red Hat Enterprise Linux Server 4 x 2GHz CPU, 32GB RAM and 300GB f strage. Pricing fr a fully managed slutin with up t 200 cncurrent Red Hat sessins: Assured Official Platfrm - 47 per virtual desktp per mnth Elevated Official Platfrm - 62 per virtual desktp per mnth TRIAL SERVICE MDS ffers a 14 day free trial. This is defined as tw Windws r Linux desktp sessins hsted n shared servers. These virtual desktps share the same perating system and cnfiguratin and changes t the virtual desktp are discarded when the user lgs ff r discnnects. During the trial the virtual desktp sessins will be prvided frm Skyscape s OFFICIAL ASSURED clud (previusly IL0) n the BASIC Service Level. Cnnectivity t the virtual desktp sessins will be ver RDP r SSH via the Internet. Free trials are subject t additinal terms and cnditins which are available n the Clud Stre. SERVICE MANAGEMENT MDS prvides fur Service Levels t chse frm: T&D cmpute is hsted in ne UK data centre with n backup included by default. Typical use cases can include shrt term testing and develpment prjects r less critical wrklads such as temprary applicatins. BASIC cmpute is hsted in ne UK data centre with n backup included by default. Typical use cases can include true clud applicatins which are designed fr failure, shrt term Pilts and Prf f Cncepts r when dispsable cmpute resurces are required. Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

7 STANDARD cmpute is hsted in ne UK data centre and includes a lcal backup fr 14 days within the price f bth the RDS virtual servers and additinal strage. In additin, backups can be stred fr 28 days at an additinal charge. Typical uses cases include Enterprise / Prductin envirnments requiring the additinal prtectin f autmated backup included. This slutin can be engineered t help a Cnsumer design a slutin that is highly resilient. ENHANCED cmpute ffers Cnsumer a turnkey slutin that cntains a highly resilient envirnment by cntinually replicating the live VMs ver t the secnd data centre in real time, ffering near zer Recvery Pint Objectives (RPO) and Recvery Time Objectives (RTO) t help custmers with their Disaster Avidance plans. The service includes a lcal and remte backup fr 14 days within the price f bth the VM and additinal strage. In additin, backups can be stred fr 28 days at an additinal charge. Service Level Agreement Cmpute Envirnment Lcatin Disaster Recvery between DCs T&D BASIC STANDARD ENHANCED 99.90% 99.95% 99.99% 99.99% Single UK data centre Single UK data centre Single UK data centre N N N Yes Dual UK data centre Perfrmance f VM Cntended Uncntended Uncntended Uncntended Autmated VM Backup QinetiQ Prtective Mnitring SERVICE CONSTRAINTS Optinal Optinal Included Lcal r Remte Included Lcal and Remte Included within the Elevated Official platfrm at the hypervisr layer and belw. Prvisin f this service may rely n third party telecms prviders. We will be required t wrk within any service cnstraints that they may specify. SERVICE LEVELS We will meet the fllw service levels, assciated with the management f Incidents ccurring within the scpe f services prvided by ur 24x7 Service Desk. Pririty Level 1 Critical systems failure r severely impaired 2 User grup r key user unable t perate, experiencing significant reductin in system perfrmance Respnse Target fr MDS t Acknwledge Prblem Ntificatin Respnse Target fr MDS t Update Custmer 15 Minutes 30 Minutes Reslutin Time 4 Wrking Hurs (6 Hurs utside Cre Service Hurs)* 15 Minutes 30 Minutes 6 Wrking Hurs Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

8 Pririty Level 3 Single user unable t perate with n available wrkarund 4 User r user grup experiencing prblems but with a wrk arund that des nt affect service delivery Respnse Target fr MDS t Acknwledge Prblem Ntificatin Respnse Target fr MDS t Update Custmer Reslutin Time 30 Minutes 60 Minutes 3 Wrking Days 60 Minutes 4 Wrking Hurs 7 Wrking Days In additin, MDS prvides an Availability SLA fr the Desktp Service as per the fllwing table: T&D BASIC STANDARD ENHANCED Availability (mnthly*) 99.90% 99.95% 99.99% 99.99% Service credits 3% f mnthly spend 5% f mnthly spend 10% f mnthly spend 15% f mnthly spend Availability indicatin based n an average 730 hurs per mnth. Excludes planned and emergency maintenance. Unavailability applies t existing RDS VMs where the VM becmes unrespnsive due t a fault recgnised at the hypervisr layer r lwer: i.e. fault is nt within the custmers cntrl (OS, Applicatins, user netwrks) Fault is within MDS cntrlled cmpnents such as the virtual infrastructure, strage, pwer and physical firewalls and ruters etc. External cnnectivity prviders (e.g. internet, PSN, GSi) and cmpnents cllcated at Skyscape are als nt included in the availability calculatin ORERING AND INVOICE PROCESS A purchase Order is required and billing fr the service is mnthly in arrears. Payment can be via the fllwing methds: BACS r Cheque. SERVICE LEAD TIME Setting up a new custmer will typically be cmpleted within tw weeks frm acceptance f rder. Shrter deplyment times are typically achieved and can be priritised upn request. Once set up custmers have instant access t remte desktp sessins. TERMINATION COSTS There are n terminatin csts fr this Service. Custmers are respnsible fr extracting their wn data frm the platfrm if required. MDS may make an additinal charge fr transferring data ut f the service. Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

9 CUSTOMER RESPONSIBILITIES Yu will need t take respnsibility fr: The cntrl and management f access and respnsibilities fr end users including apprpriate cnnectivity, security and accreditatin if required. Where access is required ver a secured netwrk, the custmer is respnsible fr adhering t the Cde f Cnnectin and assigning apprpriate IP addresses frm their wn allcatin t their services hsted n the Skyscape platfrm The custmer is als respnsible fr ensuring nly apprpriate data (e.g. OFFICIAL r OFFICIAL SENSITIVE) is stred and prcessed by applicatins n this envirnment and that they cmply with the Skyscape Security Operating Prcedures (SyOps) and ther infrmatin assurance requirements as specified in Skyscape System Intercnnect and Security Plicy (SISP) and assciated accreditatin dcumentatin sets Custmers are respnsible fr the related assurance plan fr accreditatin if required TECHNICAL REQUIREMENTS Custmers will require apprpriate netwrk cnnectivity such as internet access r accredited cnnectivity such as the Public Sectr Netwrk (PSN) in rder t access the Skyscape Clud Platfrm. Cnnectivity via the Internet, a gvernment secure netwrk (e.g. PSN, N3) r private leased line is available but may incur additinal charges if the hsting f CPE ruters is required. Where required, custmers are respnsible fr prcuring and managing apprpriate devices r sftware t meet the requirement fr data security ver the varius frms f cnnectivity. Custmers have a number f ptins t chse frm with Skyscape t access their envirnment dependant n their requirement. The infrmatin belw demnstrates what is pssible but may require additinal engagement t explain further: Assured OFFICIAL Standard internet cnnectivity ver cmmn prtcls (HTTP, HTTPS, SSH, etc.) N3 fr access t the Health and Scial Care cmmunity. Yu will need t successfully cmplete the N3 Infrmatin Gvernance Statement f Cmpliance prcess PSN Assured service yu need t be a PSN Service Prvider r an HMG custmer that has existing PSN certificatin HybridCnnect private circuit slutins including: CAS(T)-cmpliant cnnectins (e.g. leased line, MPLS) Nn-CAS(T)-cmpliant cnnectins (e.g. leased line, MPLS) using additinal CPA/PEPAS verlay encryptin Site-t-site VPN using standards-based IPSEC slutins Dedicated fibre cnnectivity within the Skyscape data centre Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015

10 Elevated OFFICIAL Preferred cnnectivity is ver a Gvernment Secure Netwrk such as N3 r PSN N3 fr access t the Health and Scial Care cmmunity. Yu will need t successfully cmplete the N3 Infrmatin Gvernance Statement f Cmpliance prcess (additinal cntrls may need t be implemented t enable N3 access t the higher-security Elevated OFFICIAL dmain) PSN Prtected service yu need t be a PSN Service Prvider r an HMG custmer that has PSN certificatin Legacy GCF netwrks such as PNN, via the PSN Prtected service Skyscape Secure Remte Access service HybridCnnect private circuit slutins including: CAS(T)-cmpliant cnnectins (leased line, MPLS) using additinal CPA/PEPAS verlay encryptin Nn-CAS(T)-cmpliant cnnectins (leased line, MPLS) using additinal CPA/PEPAS verlay encryptin Site-t-site VPN using standards-based CPA-apprved slutins Dedicated bnded fibre cnnectivity within the Skyscape data centre Site-t-site VPN using CAPS-apprved slutins (Ultra AEP X-Kryptr) RELATED SERVICES This service may be bught in cnjunctin with the fllwing ther G-Clud services: Managed Server Clud Enablement Secure Client Secure Remte Access Cnnecting t the Clud Lt 2 - Platfrm as a Service Service Definitin: Desktp Services, Issue: 3.1 Cpyright: MDS Technlgies Ltd 2015