1 INSIGHTCLOUD HOSTED REPLICATION & HIGH AVAILABILITY SERVICES

Transcription

1 1 INSIGHTCLOUD HOSTED REPLICATION & HIGH AVAILABILITY SERVICES Contents 1 Insightcloud Hosted Replication & High Availability Services... 1 SUMMARY OF SERVICE... 2 SERVICE DESIGN... 2 INFORMATION ASSURANCE... 3 PRE-REQUISITES Main Features... 4 SUPPORTED FEATURES AND BENEFITS... 4 FAILOVER REQUESTS... 4 DATA PROTECTION... 4 BACKUP... 5 DISASTER RECOVERY... 5 SECURITY & RISK MANAGEMENT InsightCloud Hosted Replication & High Availability On Boarding... 6 OVERVIEW... 6 CUSTOMER RESPONSIBILITIES... 6 ON-BOARDING DOCUMENTS... 6 INSTALLATION PROCESS... 7 OPERATIONAL SERVICE CONFIRMATION Accessing InsightCloud Hosted Replication & High Availability... 8 ACCESS METHODS Service Management and Support... 9 MONITORING AND ALERTING (AVAILABILITY MANAGEMENT)... 9 DAILY SERVICE REVIEW... 9 SERVICE UPTIME DEFINITION / PERFORMANCE SCHEDULED MAINTENANCE CAPACITY PLANNING SERVICE CONTINUITY MANAGEMENT SERVICE CHANGES AND CHANGE CONTROL TERMINATION OF SERVICE Incident MANAGEMENT INCIDENT LOGGING PROCEDURE TYPICAL SEVERITY RATINGS SERVICE DESK ESCALATION PROCEDURE SERVICE REQUESTS InsightCloud Hosted Replication & High Availability OFF Boarding OVERVIEW PROCESS DATA MIGRATION INSIGHTCLOUD PRICEBOOK SERVICE LEVEL AGREEMENT TRAINING TERM AND TERMINATION TRIAL SERVICES Page 1 of 20

2 Summary of Service The Insight Cloud Hosted Replication & High Availability service is a hosted enterprise solution based on CA software, managed by the Insight. It provides a reliable, scalable, cost effective and security-enhanced Replication & High Availability environment with the flexibility to meet changing business needs. Insight s Replication & High Availability Service offers clients a continuous data protection solution by replicating data in real time from a local or Primary device to a remote or Replica target device hosted in UK data centres. In the event of a complete loss of the local or Primary server, customer s using the RHA Service simply request failover (24/7, process can be Customer led or even automated) to the Replica or target device. The Replica device acts as your Primary server until a replacement Primary is again in place. A web management GUI gives Customers an overview of the service real time and allows Administrators to perform failovers if where that functionality has been enabled as a requirement. Service Design Insight Cloud operates robust data centres, with each data centre housing a network of highly reliable equipment that hosts customer mail solutions and delivers 99% uptime. Insight Cloud Hosted Replication & High Availability is backed by service level agreements (SLAs) that guarantee optimal performance. Page 2 of 20

3 Information Assurance The service currently caters for Business Impact Level (BIL) 2 Assured Pre-requisites IPSEC VPN capable device at the client side. Supported OS Microsoft Windows Server 2003, 2003 R2, 2008 and 2008 R2 in Web, Standard, Enterprise, Datacenter or Storage Server editions MSCS Clustering across all Windows OS listed above Microsoft Windows SBS 2003 in Standard or Premium edition (1) UNIX, AIX , Solaris 9, 10, SPARC, Intel (1) Linux, RedHat 4,5, SuSE 9, 10 (1) Supported Applications Microsoft File Services Microsoft Exchange Server 2003, 2007 and 2010 in Standard or Enterprise editions Microsoft SQL Server 2005, 2008, 2008 R2 in Standard or Enterprise editions Microsoft SharePoint Server 2007 SP2 and 2010 Microsoft IIS versions 6, 7 and 7.5 Microsoft Dynamics CRM 4.0 Blackberry Enterprise Server , (2) VMware vcenter 2.x (32bit only) Oracle 10.x, 11.x & 11g R2 Page 3 of 20

4 2 MAIN FEATURES Supported Features and Benefits Benefits include: Application-aware, script-free replication capabilities Broad application and platform support Automated disaster recovery testing Bandwidth throttling during replication Server monitoring Option of automated failover and push-button failback Option of customer controlled push button failover and failback Web management GUI The service is provided via an IPSEC VPN secure connection over the internet or over a customer designated private link. The web management GUI can be access via internet browser. Each Client Primary device assigned to the Service will be installed with a software agent, this device is then replicated to a Replica device provided by Insight at one of our UK Data Centres. After the initial synchronization process which copies all the specified data from primary to replica servers the agents keep these servers up to date by continually replicating all changes made when your employees save files, update databases and send or receive s. This change only type replication process helps Clients minimize bandwidth consumption. The Service provides mission critical real time disaster recovery capabilities on a 24x7 basis. Failover requests There are 3 main scenarios in which a failover maybe triggered to the Hosted Service: Customer request In this instance the Customer will send a request to Insight via the Service desk, the request will be managed as a Priority 1 incident and managed according to the Target Resolution Times. Namely 4 hours. Customer triggered In this instance the Customer has capability to trigger failover via the web management GUI. Failover to the Hosted Service is typically achieved within 5 Minutes Automatic In this instance the failover process is automatic. As soon as the Primary device reaches pre-set criteria where it is considered system down, automatic failover will occur. Failover to the Hosted Service is typically achieved within 5 Minutes Data Protection The Data Centres are equipped with access security, climate control, fire suppression, and managed power supplies with UPS and generator back-up. Page 4 of 20

5 All production systems are subject to regular scheduled and project managed Patching and Maintenance routines Backup InsightCloud infrastructure is backed up daily using traditional backup technologies in Geo Resilient locations. Disaster Recovery Insight has a robust Business Continuity Plan that utilises Geo Resilient systems Security & Risk Management All Data Centre access is strictly limited to Insight and authorised third-party sub-contractors Data Centres are monitored 24 hours a day, seven days a week through closed circuit video surveillance and requires both card based & biometric identification for access Access to Customer Data can be provided via VPN, Encrypted RDP or SSL Tunnels through managed Cisco firewalls User Credentials and Authentication onto the service is managed via Windows 2008 R2/ Forms based security, with a complex password policy set to require a minimum of eight characters, although this can be increased if requested by the Customer 2 Factor Authentication is available at an additional cost Please refer to your Account Manager The hosting equipment is installed in secure racks, and the operating systems hardened in accordance with Insight Cloud IT Security Policy Insight Cloud uses a CHECK Certified vulnerability scanning solution to monitor all systems both internal and external for potential threats in real-time. Risk Management is carried out in accordance with the Insight Cloud Information Security Management System Policies and Procedures Page 5 of 20

6 3 INSIGHTCLOUD HOSTED REPLICATION & HIGH AVAILABILITY ON BOARDING Overview The following highlights the process to on-board a Customer for Replication & High Availability. For any questions on the on-boarding process, please contact your Account Manager. Client will be presented with a pre-install checklist which captures all relevant details required to setup VPN line and lists each server/application required, this document forms the basis of customer requirements. Customer Responsibilities While a majority of the tasks and responsibilities associated with the delivery of the Services are handled by Insight, the following tasks should be completed by the Customer. Customer has assigned a Single Point of Contact (SPOC) to support execution of the service. Customer s SPOC will: o Work with Insight on enforcement of the change control process. o Provide Insight with access, equipment and any other resources needed to support the Service. o Act as a focal point for resolution of issues in support of the delivery of the Services. Customer completes the InsightCloud Pre-Install Checklist and ensures that all information is complete and accurate. Customer follows the appropriate operating procedures in this Service Description during submission of service requests. Customers need to ensure that they make their own arrangements for Internet access in order to access the Service. Customers need to ensure that they have sufficient bandwidth to accommodate their requirement On-Boarding Documents The following documents must be completed prior to the on-boarding process: Standard Terms and Conditions. The Standard Terms and Conditions must be accepted by any new Customer to InsightCloud. The pre-install checklist captures all information required to ensure the Replication & High Availability service can be delivered to a customer. Bespoke Scope of Works. For orders qualified as Bespoke, Insight utilise a Project managed approach to delivering services. In this instance a Bespoke Scope of Works will be produced and agreed with the customer prior to Installation, this document will effectively be the Project Plan. Page 6 of 20

7 Installation Process The process for setting up any new Replication and High Availability service Customer is as follows: Pre Install Checklist Complete the details of the pre-install checklist VPN details for Customer side of the network will be needed to complete the circuit and test traffic prior to carrying out replication. Active directory domain, the service requires a domain admin level account for all servers on the network that are to be covered by the service Source server details, all the details for each server covered as part of the service Install Insight will install and configure RHA software agents on the agreed device(s) and set-up policies as per the PIC. Discuss with Customer any order of priority for the first replication run. Operational Service Confirmation Each server will undergo a 1 st full replication, we will usually try and ensure this happens close to a weekend to ensure bandwidth is maximized. Post 1 st full install, carry out a DR test using the assured recovery function within the software, as suitable day/time will be agreed. Post assured recovery test, the service will be considered operational and Customers will be given access to the web management GUI Page 7 of 20

8 4 ACCESSING INSIGHTCLOUD HOSTED REPLICATION & HIGH AVAILABILITY Access Methods The following user access options are supported by InsightCloud Hosted Replication & High Availability: IPSEC VPN capable device at the client side Supported browser and operating system combinations: Web browser + operating system Internet Explorer + Microsoft Windows Access to web management GUI Yes Page 8 of 20

9 5 SERVICE MANAGEMENT AND SUPPORT Monitoring and Alerting (Availability Management) All products and features supported within the Service are monitored in real time by the Service Desk. This ensures that prompt response is given to potential or actual Service faults. Real time monitoring data is recorded and used to provide trend analysis and is used as the basis of Customer reporting. The Systems Environment is polled in various forms on a regular basis to determine current status. Any failure to respond to regular polling by the monitoring station, within pre-determined threshold values will result in an Incident being generated within the Service Desk. In addition to this proactive approach Insight also utilise a Daily Service Review to regularly spot check key elements and functions within the Service that might not be flagged as problems or issues from Monitoring and Alerting We utilise Microsoft Windows Performance counters to monitor and report on the following. This list is indicative of over 400 separate counters that we track and monitor. More can be added on a bespoke basis dependant on the client s requirements and the nature of the devices / services to be monitored: CPU Disk Space RAM Utilisation Login attempts Web page availability Daily Service Review The Daily Service Review is the process to check and maintain the key areas of functionality within the Insight Cloud Service. DSR focuses on the following tactical areas: Log in attempts for both end users and Admin Portal Test provisioning system Test user accounts functionality Daily Backup checks Health and performance checks via outputs from Monitoring and Alerting Capacity planning and analysis Service Uptime Definition / Performance. Connecting to the InsightCloud Hosted Replication & High Availability Service is dependent on a number of factors outside of the control of Insight. For the avoidance of doubt all measures of Uptime / Downtime are made against the availability of the Replica devices. Insight Cloud provides at least an overall minimum service level of 99.7% guaranteed availability in any particular month. Availability does not include scheduled Maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events. Scheduled Maintenance will always take place outside of normal business hours (i.e. 8am 6pm); Customers will be informed 3 days in advance of any Scheduled Maintenance Events. Page 9 of 20

10 Performance is monitored 24x7 to ensure all systems are operating at peak efficiency, and is reported on during the Customer Service Review Scheduled Maintenance Maintenance of the hosting equipment, facility, Software or other aspects of the Services that may require interruption of the Services ( Maintenance Events ) shall not be performed during Normal Business Hours. Insight may interrupt the Services to perform emergency maintenance during the daily window of 01:00hrs to 05:00hrs UK time. In addition, Insight may interrupt the Services outside Normal Business Hours for unscheduled maintenance. Any Maintenance Events which occur during Normal Business Hours, and which were not requested by the Customer, shall be considered downtime for the purpose of service availability measurement. Insight shall at all times endeavour to keep any service interruptions to a minimum Capacity Planning Insight Cloud Hosted Replication & High Availability is designed and deployed based on current technologies and anticipated customer growth. As technologies improve the platform will also evolve, to make best use of better and faster systems, software and hardware Service Continuity Management Insight Cloud provides connectivity through multiple Internet service providers at the hosting facility. The connectivity includes multiple, diversely routed high-speed connections, multiple Cisco ASA firewalls for security and Citrix load balancers for traffic management and speed optimisation. All servers within the Hosted Replication & High Availability Service are either clustered or configured for high availability and connected via resilient Cisco networking systems In the event of a hardware failure, an immediate spares store is available for all systems within the Data Centre, resulting in replacements being installed within 1 hour Backups are carried out daily to disk based systems in Geo Resilient locations Service Changes and Change Control Any/All Changes to the platform configuration are subject to strict change control, and will only be approved by the CAB following rigorous testing and user acceptance trials Insight manages changes and audits all changes so that potential problems and pitfalls resulting from such changes can always be reversed. Insight s change control policy covers, amongst other things: Routine changes and or requests. These are defined as minor configuration changes required as part of the day-to-day operation of the Service. Changes required due to a fault or patch/service pack being required. Service amendments. If any changes to the platform are required that could be service affecting, customers will be given at least 3 days notice Page 10 of 20

11 Note: This excludes Emergency Changes to resume service Note: Any changes to the service that may result in an adjustment to billing, will be discussed with you directly by your Account Manager before any changes are proposed Page 11 of 20

12 Termination of Service In order to terminate services contracted in the SOW, the following steps are required: Termination requests to be provided in writing to the Account Manager. All requests to terminate must be made as described above and submitted to Insight 30 days in advance. Once the termination letter is received in writing, Insight will confirm receipt of the termination request via and invoice the Customer for any applicable termination fees as per the SOW. All Customer data will be made available for extraction from the InsightCloud platform for a period of 30 days post receipt of termination request. InsightCloud by design provides customers with various methods to both upload data and extract data in a controlled manner. Page 12 of 20

13 6 INCIDENT MANAGEMENT Incident Logging Procedure Incidents can be raised either by the customer or as a result of Availability Management. Prior to raising an Incident customers should consult the relevant user / administrator guides. Customers should also carry out environmental checks to ascertain if the Incident can be resolved at their site. For example: electrical maintenance, building work or loose cables. However after checking the technical documentation and local environmental issues should customers still experience issues with the Insight Cloud Control Panel or Hosted Replication & High Availability Service, the following information is needed: Company Name The Customer company name Contact Name The person who is raising the request Contact Details Telephone and address Incident description A clear description of the incident, providing as much information as possible to allow Insight to progress. This should include Error Codes & descriptions but can also include Screen captures. Service Request* - A description of the request to be carried out. On receipt of your , your Incident will be automatically logged into the Service Desk System, which will provide a unique reference number and assign a Priority as defined in the SLA. This reference number is important and should be quoted in all communication regarding the Incident/request. A member of the Insight Cloud Support Team will contact you and troubleshoot the issue, escalating to the appropriate specialist support groups as required Typical Severity ratings Priority Definition Response Times Target Resolution Times 1 The entire Service is "down" and Within two Normal Four Normal Business Hours. inaccessible. Priority 1 incidents Business Hours. Continuous effort after initial shall be reported by telephone response and with Customer only. co-operation. 2 3 Operation of the Services is severely degraded. Priority 2 incidents shall be reported by telephone only. Operational Incident but a work around already exists so that service can continue with little or no impact 4 Incidents not service affecting and in scope Service Requests Within four Normal Business Hours. Within 12 Normal Business Hours. Within 24 Normal Business Hours. Within two Business Days after initial response. Within seven Business Days after initial response. Next release of Software. Reasonable endeavours (target 24hrs) for in scope Service requests. *Note: In scope Service Requests will be set to Priority 4 and managed in line with the SLA. Example Service Requests are: Questions or queries on functionality Addition of applications/services Page 13 of 20

14 Service Desk Customers will be granted access to Insight Support for any technical issues relating to the Service. Insight Support can be contacted via any of the following methods: Telephone yourcloudsupport@uk.insight.com Escalation Procedure If no progress has been made on a Priority 1 or Priority 2 incident within the Target Resolution Time, the incident shall be escalated. If the incident is not resolved, then after each successive increment of the Target Resolution Time (for example four Business Hours for a Priority 1 incident, two Business Days for a Priority 2 incident), the incident shall be further escalated. Service Requests Following the provision of the Services, Customers are able to make requests for change via the Service Desk: Any requests for change will be logged and subject to the Change Control Process On acceptance of any routine change requests, the necessary changes will wherever possible be made within 48 working hours of receipt. Any changes required outside of normal working hours (i.e. 8am to 6pm), must be mutually agreed beforehand. Non routine changes or requests will be responded to within 5 working days to confirm applicability and acceptance.* *Note: May incur additional cost. Page 14 of 20

15 7 INSIGHTCLOUD HOSTED REPLICATION & HIGH AVAILABILITY OFF BOARDING Overview If the customer decides to leave the Insight Cloud Hosted Replication & High Availability Service the Termination process captures all the information required to allow for the smooth termination of the customer services. Process The basic process for migrating Insight Cloud Hosted Replication & High Availability Customers of the platform is as follows: Customers complete the Termination process Insight will identify the requirements and contact the Customer to confirm settings and service termination date Insight will provide Technical Documentation, User Guides etc. as required. Customer to prepare Communication Plans, Migration Schedules and Backup/Recovery Routines as needed If required the Customer Administrator can create user accounts on the alternate platform in preparation for the migration Data Migration For further information please refer your Account Manager. InsightCloud PriceBook Commercial Part Number (sku) G-Cloud SKU G-Cloud Sell Price IC Services Desktop InsightCloud Desktop Only & 1GB Storage INSDES-1GB INSDES-GC- 1GB Desktop Upgrades and Additional Applications InsightCloud Office Standard INSDES-01 INSDES-GC InsightCloud Office Pro Plus INSDES-02 INSDES-GC InsightCloud Microsoft Project Standard INSDES-03 INSDES-GC InsightCloud Microsoft Project Pro INSDES-04 INSDES-GC InsightCloud Microsoft Visio Standard INSDES-05 INSDES-GC InsightCloud Microsoft Visio Pro INSDES-06 INSDES-GC Insightcloud Application Virtualisation INSDES-07 INSDES-GC Exchange IC Exchange Basic mailbox only INSEXC-03 INSEXC-GC IC Exchange Standard mailbox only INSEXC-06 INSEXC-GC IC Exchange Std Plus mailbox only INSEXC-09 INSEXC-GC Page 15 of 20

16 InsightCloud Blackberry Service INSEXC-10 INSEXC-GC SharePoint InsightCloud SharePoint WSS, no storage INSHSS-01 INSHSS-GC AD Sync InsightCloud AD Sync Tool INSADS-01 INSADS-GC Virtual Servers IC Virtual Server Package 1-1Ghz, 2GB RAM, 20GB HDD INSSOD-01 INSSOD-GC IC Virtual Server Package 2-2Ghz, 4GB RAM, 40GB HDD INSSOD-02 INSSOD-GC IC Virtual Server Package 3-4Ghz, 8GB RAM, 80GB HDD INSSOD-03 INSSOD-GC IC Virtual Server Package 4-8Ghz, 16GB RAM, 160GB HDD INSSOD-04 INSSOD-GC IC Virtual Server Package 5-12Ghz, 24GB RAM, 240GB HDD INSSOD-05 INSSOD-GC IC Virtual Server Package 6-16Ghz, 32GB RAM, 320GB HDD INSSOD-06 INSSOD-GC Storage Services Storage IC Hosted Desktop Shared Storage 5GB INSSTR-01 INSSTR-GC IC Hosted Desktop Shared Storage 10GB INSSTR-02 INSSTR-GC IC Hosted Desktop Shared Storage 20GB INSSTR-03 INSSTR-GC IC Hosted Desktop Shared Storage 50GB INSSTR-04 INSSTR-GC IC Hosted Desktop Shared Storage 100GB INSSTR-05 INSSTR-GC IC Hosted Desktop Shared Storage 150GB INSSTR-06 INSSTR-GC IC Hosted Desktop Shared Storage 200GB INSSTR-07 INSSTR-GC IC Hosted Desktop User / SharePoint Storage 1GB INSDES-08 INSDES-GC IC Exchange Storage 5GB INSEXC-11 INSEXC-GC IC Exchange Storage 10GB INSEXC-12 INSEXC-GC IC Exchange Storage 20GB INSEXC-13 INSEXC-GC IC Exchange Storage 50GB INSEXC-14 INSEXC-GC IC Exchange Storage 100GB INSEXC-15 INSEXC-GC IC Exchange Storage 150GB INSEXC-16 INSEXC-GC IC Exchange Storage 200GB INSEXC-17 INSEXC-GC IC Storage for Virtual Servers 1GB INSSOD-07 INSSOD-GC Backup Services Laptops/Desktops 1 computer 5GB backup 1 computer 10GB backup 1 computer 15GB backup DSOBAC-01 DSOBAC-02 DSOBAC-03 DSOBAC-GC DSOBAC-GC DSOBAC-GC Servers License per Server DSOBAC-04 DSOBAC-GC Page 16 of 20

17 25GB backup DSOBAC-05 DSOBAC-GC D2D r16 for Windows Server Standard Edition with Replication D2D r16 for Windows Server Advanced Edition with Replication Storage 25GB DSODTD-01 DSODTD-02 DSODTD-03 DSODTD-GC DSODTD-GC DSODTD-GC IC Backup Trial IC Backup up to 100GB IC Backup up to 250GB IC Backup Storage up to 500GB IC Backup Storage up to 1TB IC Backup Storage above 1TB - licence IC Backup Storage above 1TB - storage INSBCK-00 INSBCK-01 INSBCK-02 INSBCK-03 INSBCK-04 INSBCK-05 INSBCK-06 InsightCloud Backup IC Backup Trial IC Backup Storage up to 100GB IC Backup Storage up to 250GB IC Backup Storage up to 500GB IC Backup Storage above 500GB INSBCK-00 INSBCK-01 INSBCK-02 INSBCK-03 INSBCK-04 High Availability and DR Services Servers 1 Server license with 125GB Storage DSORHA-01 Additional 25GB Storage DSORHA-02 DSORHA-GC DSORHA-GC Additional Services Consultancy full day Consultancy half day Expense site visit Expense accommodation INSCON-01 INSCON-02 INSCON-03 INSCON-04 INSCON-GC- 01 INSCON-GC- 02 INSCON-GC- 03 INSCON-GC- 04 IC Services Virtual Servers Apps/Licenses Office Professional Plus INSAPP-01 INSAPP-GC Office Standard INSAPP-02 INSAPP-GC Project INSAPP-03 INSAPP-GC Project Professional INSAPP-04 INSAPP-GC Visio Premium INSAPP-05 INSAPP-GC Visio Professional INSAPP-06 INSAPP-GC Page 17 of 20

18 Visio Standard INSAPP-07 INSAPP-GC Exchange Basic SAL INSAPP-08 INSAPP-GC Exchange Standard SAL INSAPP-09 INSAPP-GC Exchange Std Plus SAL INSAPP-10 INSAPP-GC Forefront TMG Standard 1 Proc INSAPP-11 INSAPP-GC Forefront TMG Web Prtcn Service SAL INSAPP-12 INSAPP-GC Forefront UAG SAL INSAPP-13 INSAPP-GC Frfrnt Prtcn Exchange Svr Basic SAL INSAPP-14 INSAPP-GC Frfrnt Prtcn Exchange Svr Std SAL INSAPP-15 INSAPP-GC Frfrnt Prtcn Exchg Svr Std Plus SAL INSAPP-16 INSAPP-GC Frfrnt Prtcn SharePoint SAL INSAPP-17 INSAPP-GC SharePoint Server Std SAL INSAPP-18 INSAPP-GC SharePoint Server Ent SAL INSAPP-19 INSAPP-GC SQL Server Enterprise Edition 1 Proc INSAPP-20 INSAPP-GC SQL Server Enterprise Edition SAL INSAPP-21 INSAPP-GC SQL Server for Small Business SAL INSAPP-22 INSAPP-GC SQL Server Standard Edition 1 Proc INSAPP-23 INSAPP-GC SQL Server Standard Edition SAL INSAPP-24 INSAPP-GC SQL Server Web Edition 1 Proc INSAPP-25 INSAPP-GC SQL Server Workgroup Edition 1 Proc INSAPP-26 INSAPP-GC SQL Server Workgroup Edition SAL INSAPP-27 INSAPP-GC Win Rmt Dsktp Svcs SAL INSAPP-28 INSAPP-GC Win Small Bus Svr Essntls SAL INSAPP-29 INSAPP-GC Win Small Bus Svr PremAddOn SAL INSAPP-30 INSAPP-GC Win Small Bus Svr Std SAL INSAPP-31 INSAPP-GC Windows Web Server 1 Proc INSAPP-32 INSAPP-GC App Virt SAL INSAPP-33 INSAPP-GC Service Level Agreement The Supplier shall provide at least an overall minimum service availability level of 99.7% guaranteed availability in any particular month, with network connectivity available for 99.9% guaranteed aggregated over each quarter ( Uptime Service Level ). This availability refers to an access point on the hosting provider's backbone network. It does not apply to the Customer s local access to the internet as the Customer is responsible for its own internet access. Availability does not include scheduled Maintenance Events, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events. 1. AVAILABILITY MEASUREMENT All measurements are performed at five-minute intervals and measure the availability of an availability test page within the Software within 30 seconds. Availability measurement begins on the first day of the first calendar month, beginning not less than 30 days after activation of the Service. Availability measurement shall be carried out by the Supplier and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month. The Supplier shall keep and shall send to the Customer, on request, full records of its availability measurement activities under this Agreement. Page 18 of 20

19 1. SERVICE CREDITS 1.1 If availability falls below the Uptime Service Level in a given calendar month ( Service Delivery Failure ). The Supplier shall provide service credits as follows: 95% % - 10% of the monthly Fees for the relevant Services 90% % - 25% of the monthly Fees for the relevant Services 89.9% or below - 50% of the monthly Fees for the relevant Services The maximum service credit allowable in a given month is limited to fifty percent (50%) of the total monthly Fee for the relevant Services. 1.2 Service credits shall not be payable unless the Customer requests such service credits within 7 Business Days of the service-affecting event(s). To claim the credit the Customer must send an electronic message to the support desk specified on the InsightCloud Website. 1.3 The Customer acknowledges and agrees that the terms of this clause 12 do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss. Page 19 of 20

20 Training Insight can offer the option of training for any part of the service at any point. This would be in the form of InsightCloud Consultancy Day or Half Day. Term and Termination You may terminate this Service Option at any time by contacting by on following which you will receive the relevant instructions. Upon termination you will be billed for the fees during the month of termination. The subject must contain Request to Terminate. This Agreement remains in effect until your account is terminated. The Supplier reserves the right to terminate this Agreement at any time at its sole discretion if you fail to comply with its terms and conditions and/or to refuse or discontinue participation of any Authorised User. You agree that, upon such termination, in addition to the provisions of clause 17.3 of the Software Services Agreement, you will destroy and permanently erase all copies of the Software. In addition to clause of the InsightCloud Software Services Agreement, if this Agreement terminates, other than for your failure to comply, the Supplier will use commercially reasonable efforts to make Customer Data available for you to download for a period of three (3) days. The Supplier has no obligation to provide you with a copy of Customer Data and may remove and discard any Customer Data. Trial Services Insight can provide, at the customers request, a trial service for up to 30 days from date of provisioning of the service. The request can be in the form of an or verbal instruction. Should an extended proof of concept for longer than 30 days be required then there may be additional charges for this service. Page 20 of 20