Table of Contents. CSC CloudCompute Service Description Summary CSC 1

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2 Table of Contents Overview... 2 CSC CloudCompute Infrastructure... 2 Virtual Environment... 2 Compute Capacity... 2 Networks... 3 CSC Cloud Store Overview... 3 Service Tier Choices... 3 CloudCompute Storage... 4 CloudCompute Gold and Platinum... 5 CloudCompute Gold and Platinum Configurations... 6 CloudCompute Platinum... 6 CSC CloudCompute Data Centers... 6 Data Center Network Services... 7 Standard Network Infrastructure... 7 Data Center Internet Connectivity... 7 Data Center Security Services... 8 Utility Network Intrusion Detection Services... 8 Backup & Restore Services... 8 Monitoring Services... 8 Remote Access Services... 9 Remote Access for Client Managed Servers... 9 Training... 9 Service Delivery... 9 Change Management Event Management CSC CloudCloud Portal Reporting Center Service Level Agreements Availability SLA CloudCompute Bronze CloudCompute Silver CloudCompute Gold CloudCompute Platinum Response Time SLAs Credits and Remedies Definition of Applicable Monthly Recurring Charges SLA Credits CSC CloudCompute Service Description Summary CSC 1

3 OVERVIEW CSC CloudCompute, a VMware vcloud Data Center Solution is a web-based Infrastructure as a Service IaaS solution. CloudCompute combines multi-tenancy of the same physical infrastructure with logical separation between clients to provide a dedicated compute and storage operating environment that leverages CSC s data center security services. The CloudCompute Infrastructure is fully redundant and configured for automatic failover. The CloudCompute Infrastructure consists of Data Center Services Server hardware, SAN Storage, network devices, and hypervisor software used to provide the clients virtual datacenter environment. CSC CloudCompute is available in four service tiers: Bronze, Silver, Gold and Platinum. The Bronze and Silver service is designed to provide clients with a self-managed virtual data center environment. With Bronze and Silver, the client creates, manages and monitors their virtual environment. Silver provides allocated infrastructure capacity, including CPU, memory, storage, network and security services to the client. Gold and Platinum provides the client with a virtual compute environment that will be created, managed and monitored by CSC. Platinum offers an enhanced Availability Service Level Agreements with additional disaster recovery services. CSC CLOUDCOMPUTE INFRASTRUCTURE The CloudCompute infrastructure consists of the following components: virtual infrastructure, network, compute, and storage. Virtual Environment Each client has a logically-isolated virtual datacenter segregated by a virtual firewall. The following functionality is included within each VDC. Firewall Supported rules include IP 3-tuple configuration with IP and port ranges for stateful inspection for TCP, UDP, and ICMP Network Address Translation Separate controls for Source and Destination IP addresses, as well as TCP and UDP port translation Dynamic Host Configuration Protocol (DHCP) Configuration of IP pools, gateways, DNS servers VPN Tunnels CloudCompute supports IPSEC-compliant VPN tunnels to a client VPN termination point for an additional fee. The client is responsible for providing the IP address of the VPN termination point of the VPN tunnel. In order to provide network isolation for each client, CSC must manage any VPN tunnels from the CloudCompute All users who access the CloudCompute administrative console must use an SSL VPN that is authenticated with Digital Certificates. Compute Capacity vcpu a thread or processor cycle of the physical processors of the environment. For example a 2vCPU virtual machine would provide use of 2 concurrent threads or cycles of the processors. vram Virtual system memory on the physical infrastructure. CSC CloudCompute Service Description Summary CSC 2

4 Storage is accessible from the client s CSC CloudCompute VDC or Virtual Data Center. See Storage Options for details on storage configurations. Networks NIC each Virtual Machine is configured with at least one virtual NIC and can be connected to the client s CloudCompute networks. Networks Clients are provided both internal and external networks. Internal networks are nonroutable and only accessible by the client. Internal networks can be connected to external networks. External networks are routed or directly connected to the Internet, providing connectivity outside the CloudCompute environment. Public IPs are available to be allocated to any virtual machines that needs to be accessed via the Internet. CSC CLOUD STORE OVERVIEW The CSC Cloud Portal is a web-based service catalog and tool for managing cloud services and automating changes to the client s Cloud environment, such as provisioning and decommissioning Cloud services and capacity. The CSC Cloud Portal is designed to be the single point of access for all users to request CSC Cloud services. The CSC Cloud Portal supports the automated provisioning and delivery of components from CSC s Cloud IaaS catalog. This automation dramatically reduces provisioning and delivery time. The CSC Cloud Store consists of the following components: Cloud Templates Virtual Machine & Software Template Catalog Platform and Workflow Automation Performance Statistics and Usage Reporting SERVICE TIER CHOICES The matrix below provides an overview of the features and functionality of the CloudCompute Bronze, Silver, Gold and Platinum service tiers. Any service designated as an Option is available for an additional fee. SERVICE DESCRIPTION BRONZE SILVER GOLD PLATINUM Infrastructure Availability SLA Critical Incident Response Time Routine Support Hours 99.00% / 7.3 Hrs Mo 99.50% / 3.6 Hrs Mo 99.90% / 43 Min - Mo 99.95% / 22 Min - Mo 30 Min 30 Min 30 Min 15 minutes 24x7 Critical Support 9 to 5 Non-Critical Support 24x7 Critical Support 24x7 Critical Support 9 to 5 Non-Critical 9 to 5 Non-Critical Support Support 24x7 Critical Support 9 to 5 Non-Critical Support CSC CloudCompute Service Description Summary CSC 3

5 SERVICE DESCRIPTION BRONZE SILVER GOLD PLATINUM Cloud Infrastructure Support Platform Support - Core Support Virtual Platform Virtual Platform Virtual and Physical Virtual and Physical Service Catalog Enterprise Enterprise Enterprise Enterprise Incident, Change, Patch, and Monitoring Included Included Included Included Cloud Image Template CSC Standard Templates Optional Optional Included * Included * Client Provided Template Optional Optional CSC Standard Operating Environments CSC Standard Operating Environment Endpoint Support Options Endpoint Storage (Standard, Select, Premium) N/A Included * Included * Included * Bronze Storage Included * N/A N/A N/A Endpoint Monitoring N/A * Optional Included * Included * Endpoint Backup N/A * Optional Included + charge per Included + charge per GB protected GB protected Antivirus - Security N/A * Optional Included * Included * OS & Patch Mgmt (Win Linux) Cluster and Load Balancing N/A * Optional Included * Included * N/A N/A N/A * Optional Disaster Recovery N/A N/A Optional Mandatory Platform Replication * Optional Included * RPO and RTO 2 Options Available 3 Options Available CSC CloudCompute Storage CSC CloudCompute provides SAN-based storage as a component of the CloudCompute Service. For Bronze, clients are provided storage suitable for development, test and staging workloads or other applications which do not require intensive or heavy disk IOPS. For Silver, Gold and Platinum, clients can choose between three options: Premium, Select and Standard. STORAGE OPTION Premium Select DESCRIPTION Used for high performance and high I/O applications and databases and other mission critical and performance sensitive applications. Used for database workloads and other applications that require high-performance storage. The operating system and file data are typically stored on Select. CSC CloudCompute Service Description Summary CSC 4

6 STORAGE OPTION Standard DESCRIPTION Suitable for development and test workloads or other applications which do not require intense or heavy disk IOPS. CSC provides the hardware, software, connectivity, facilities, systems administration, problem management, and maintenance associated with the storage system. The client owns and is solely responsible for any client data maintained within the storage system. CSC monitors 24x7x365 for the following events: Storage availability Available capacity Excessive write errors CloudCompute Bronze and Silver CloudCompute Bronze and Silver provide clients the ability to automate the setup, configuration and administration of virtual servers and network topology within their own Virtual Data Center. With the ability to implement role-based access controls, a client administrator can create user accounts with specific privileges ranging from full administrative privileges to read-only access. Virtual Machine Configurations With CloudCompute Bronze and Silver, clients have the ability to configure their virtual machines as follows: Each virtual machine, including disk storage, networking, CPU and RAM, can be configured to run a full operating system and multiple applications. Clients can change their virtual machine hardware settings at any time: vcpu: between 1 8 cores RAM: between 1 GB and 255 GB RAM Disk: allocations of up to 1.8TB per virtual drive Drives: Up to 60 drives per virtual machine Clients can build their virtual machines with up to 1 external network interfaces and 5 internal network interfaces to enable advanced multi-tiered networks, including firewalls, load balancers and server tiers with different security rules. Clients have the ability to import their own existing virtual machines and configurations or build new operating system installations from scratch. Clients can expose or publish individual virtual machine ports, individual URLs or the entire virtual machine to the Internet. CLOUDCOMPUTE GOLD AND PLATINUM CloudCompute Gold and Platinum provides clients with a choice of 16 virtual machine configurations ranging from 1-8 vcpu s and 1-32GB RAM. CSC CloudCompute Service Description Summary CSC 5

7 For CloudCompute Gold and Platinum, CSC provides CSC Managed Support for the virtual machines. Gold and Platinum clients can choose additional value-added services such as application licensing and CSC Managed Support for web server software, databases and middleware. CloudCompute Gold and Platinum Configurations Through the use of virtualization software and/or server partitioning, CSC will provide the client with the use of CPU cycles, system memory and storage within a physical infrastructure, based on the configuration selected. Virtual machines are available in sixteen standard configurations. CSC will provide and support Microsoft Windows Server and RedHat Enterprise Linux operating systems for CloudCompute Gold and Platinum virtual machines: In addition to the Data Center Security Services, CSC takes the following additional steps to safeguard the security of the client s CloudCompute Gold and Platinum environments: VLAN segmentation as requested by the client Configuration of virtualization software (VMware) Use of standard remote access protocols CLOUDCOMPUTE PLATINUM CloudCompute Platinum provides clients with all of the features and options of CloudCompute Gold plus a greater degree of availability and disaster recovery services. CSC will provide additional capacity at a secondary data center in order to provide an active-passive configuration and automatic failover. The following features are included for CloudCompute Platinum: Replication of client s CloudCompute environment (including data, applications and network configurations) to the secondary data center Failover of client s environment to the secondary data center in the event of a disaster or upon request by client. Annual DR test CSC CLOUDCOMPUTE DATA CENTERS CSC s delivers CloudCompute infrastructure in many data centers throughout the world that are SSAE16 and Tier 3 data centers. CSC provides CloudCompute services from many data centers throughout the world that are ISO and certified. Each data center is located in a locked room, accessible only via keycard access to a restricted subset of CSC personnel. CSC clients may receive a tour of a CSC data center, but are not allowed physical access to the servers/equipment. Each data center is configured with: Raised floors Proactive fire detection and suppression systems Redundant air handlers supported by redundant chillers CSC CloudCompute Service Description Summary CSC 6

8 Uninterrupted Power Supply (redundant) and diesel generation capacity sufficient to operate the facility at full load, even with the loss of a single unit (N+1 or greater) Physical security measures typically including exterior proximity sensors and closed circuit surveillance DATA CENTER NETWORK SERVICES Standard Network Infrastructure CSC provides the data center network infrastructure required to host the CloudCompute service. Clients are provisioned on a leveraged, multi-client, network infrastructure environment. The components of the Standard Network Infrastructure (SNI) include: Routers CSC provides redundant managed routers throughout the SNI. Switches CSC provides redundant managed switches throughout the SNI. It is a high-end service designed to supporting complex switches. This service supports numerous network segments (VLANs) per switch. Management Infrastructure CSC provides internal management functionality via a management network within the SNI through the data center firewalls and/or private VLANs (PVLANs). CSC monitors and manages the entire SNI environment. CSC monitors 24x7x365 for the following events: Network element interface status Network element hardware environmental status Abnormal routing configuration changes Network element CPU utilization Network element interface utilization Network element memory utilization Hardware and interface errors Data Center Internet Connectivity CSC s Data Center Internet Connectivity service consists of the installation and management of ISP network connections to the data center via redundant network routers and switches. As part of provisioning the Data Center Internet Connectivity service, CSC provides the following services: Circuit capacity ordering from CSC s ISP suppliers, provisioning and project management Implementation and testing Anti-spoofing configuration BGP configuration including AS number administration Monitoring implementation As part of the ongoing operational service for Data Center Internet Connectivity, CSC provides the following services: Problem management and fault isolation CSC CloudCompute Service Description Summary CSC 7

9 Capacity management and planning Service management Security incident response Redundancy testing during specified operational maintenance windows on regular basis CSC monitors 24x7x365 for the following events: ISP circuit availability from pre-specified Internet points ISP router device and switch port availability Router and switch internal statistics (e.g., router CPU consumption) DATA CENTER SECURITY SERVICES The following sections describe the data center-level security services that CSC provides as part of CSC CloudCompute. Utility Network Intrusion Detection Services CSC s utility Network Intrusion Detection Services (NIDS) technology examines unencrypted traffic entering and leaving the CloudCompute environment from the data center Ingress/Egress point looking for attack patterns that match against a database of known attack signatures in a similar fashion to antivirus. NIDS is automatically included with the client s cloud services. In addition, clients may optionally purchase CSC s Dedicated Network Intrusion Detection/Prevention service and/or Dedicated Host Intrusion Detection/Prevention service Utility NIDS probes are monitored on a 24x7x365 basis by CSC s Security Team. BACKUP & RESTORE SERVICES CSC s backup service is standard for Gold and Platinum service and available as an option for the Silver Service level. It provides file system backups through the use of a secure backup facility (firewallprotected backup network). CSC s backup service for CloudCompute is a disk-based backup service with the option of replication to a remote data center. A full file system backup will be completed upon the initial installation of the virtual machine and monthly thereafter; a copy of the incremental changes will be taken daily. All backups will be retained for 30 days within the data center disk array. The CloudCompute backup service has a variable service fee based on the amount of data stored on the backup device each month. CSC monitors 24x7x365 for the following events: Scheduled backup status Backup network availability Restores are provided as part of the CloudCompute backup service. MONITORING SERVICES CSC CloudCompute includes 24x7x365 fault monitoring for the CloudCompute Infrastructure and CSC Managed operating systems, web server software, databases and middleware applications. Clients will be notified of all service-impacting conditions in accordance with Event Management procedures. CSC CloudCompute Service Description Summary CSC 8

10 The CSC CloudCompute offering provides clients with the following standard capabilities: SERVICE AVAILABILITY CATEGORY Silver Gold and Platinum Network & Security Included Included Virtual Machine n/a Included URL n/a Included O/S n/a Included Web Servers and Middleware Applications n/a Included with CSC Managed Support Databases n/a Included with CSC Managed Support REMOTE ACCESS SERVICES Based on the specific platform, CSC provides security tools and several methods for managing content. UNIX Remote Access is provided via SSH and FTP, including SSH SFTP. Windows remote access is provided via terminal services and Windows RDP protocol. CSC requires users of RDP to utilize a static or fixed IP address at the user end of the secure connection, as CSC filters RDP connections by IP address range. The combination of using a secure protocol such as RDP and filtering based on IP addresses provides a very high level of security for content updates. SSH is available as an option on the Windows platform for an additional fee. It uses an encrypted connection for telnet and FTP services. Remote Access for Client Managed Servers Clients have system administration-level access to all virtual machines with a Client Managed O/S, and are responsible for installing, configuring, and managing the Web content access and security tools of their choosing. The client is responsible for configuring their logon account and providing for any security measures (such as one-time password protection) associated with logons. TRAINING CSC will provide two 2-hour training sessions via live web conference or other delivery mechanism chosen by CSC. Participants will be able ask CSC questions in real time. Clients may invite other end users to the 2 training sessions at their discretion. After completion of the two training sessions, the client s authorized users are then responsible for any training of other client personnel and creating any other client accounts. Any additional training by CSC personnel will be provided on a time-and-materials basis. SERVICE DELIVERY CSC s Service Delivery Group provides project management services to CSC CloudCompute clients during implementation of the client s CloudCompute environment. The Service Delivery Manager acts as CSC CloudCompute Service Description Summary CSC 9

11 the client s primary point of contact throughout the implementation of the client s CloudCompute environment, interacting with the client and with the appropriate CSC personnel to support the client through the delivery of the training sessions. CHANGE MANAGEMENT A change is any action to the CloudCompute infrastructure which, when taken, alters the system configuration or the current state of the client s existing CloudCompute environment whether it is an upgrade, modification, or addition. CSC s Change Management process involves a formal review of each proposed change by a crossfunctional team of managers and/or technicians who are responsible for approving the steps for all qualified change-control activities. This approval process is part of a checks-and-balances approach to make sure that appropriate planning has taken place and proper advance notice has been given to all parties before the change activity begins. EVENT MANAGEMENT As part of the services provided to every CSC CloudCompute client, CSC uses a comprehensive Event Management process for detecting, reporting, addressing, resolving, closing and preventing problems impacting service. When a service event or problem occurs, CSC s primary goals are: To resolve the problem and/or return to an operational state in the minimum time possible To provide timely notification and ongoing communications with the client s technical/management personnel To work with the client to identify any remaining issues and institute corrective/preventive measures Clients can report problems by opening tickets through the CSC Cloud Portal. CSC CLOUDCLOUD PORTAL The following services are available to all CSC CloudCompute clients through the CSC Cloud Portal: Reporting Center Backup Reports provide information about the amount of data that was backed up on a specific date and the success of those backups. Change Management Reports displays all of the changes that have been made to a client s environment in a given month. This report gives clients the ability to track changes that affect their environment. Cloud Bandwidth Utilization Report provides CSC CloudCompute clients with the ability to view a graphical representation of their Internet bandwidth utilization. Each report graph shows bandwidth traffic (inbound, outbound and total), and displays data on daily, weekly and monthly bandwidth usage. Service Incident Reports includes a summary of the event, details the timeline of events, explains the problem resolution, provides root cause analysis and defines preventative measures and risk mitigation steps. Real-Time Systems Performance Reports (CloudCompute Gold only) provide statistics on the virtual machines that make up the client s CloudCompute environment in a graphical format. Clients have the ability to select the virtual machine, reporting attribute (e.g., CPU utilization, disk I/O) and time interval (e.g., daily, weekly, monthly). CSC CloudCompute Service Description Summary CSC 10

12 Ticket Center CSC provides clients with a Web-based customer service system that is integrated into the workflow and ticketing tool that CSC s support teams utilize for problem management and service requests. Ticket Center gives clients the ability to create, update, and search ticket history. This feature provides a realtime Web-based channel for understanding and servicing the client s environment. Billing Center The CSC Cloud Portal Billing Center provides detailed line item monthly billing information for CSC clients. The invoice information provided on the Portal is viewable at the line item level and can be rolled up to allow an aggregate look at monthly fees. Access to billing information is limited to the users specified by the clients SERVICE LEVEL AGREEMENTS The CSC CloudCompute Service Level Agreements (SLAs) provides clients with defined service credits in the event that CSC fails to meet stated performance metrics. CSC offers Availability and Response Time SLAs. AVAILABILITY SLA Availability means that the client can access its CSC CloudCompute virtual Data Center environment. Availability will be based on a client s cumulative outages over a calendar month. CloudCompute Bronze The Availability SLA for CloudCompute Silver is 99.0% uptime. CloudCompute Silver The Availability SLA for CloudCompute Silver is 99.5% uptime. CloudCompute Gold The Availability SLA for CloudCompute Gold is 99.90% uptime. CloudCompute Platinum The Availability SLA for CloudCompute Platinum primary site is 99.95% uptime. RESPONSE TIME SLAS Response time SLA s (otherwise known as Time to Respond which does not include Resolution) assures all clients are entitled to a credit if CSC fails to meet response times defined by severity level. For Silver, Gold and Platinum, response time SLAs are provided by severity levels based on the table below. For Bronze, only severity 1 events are subject to response time SLAs. For Bronze, severity 2, 3 and 4 are responded to on a best effort basis. CSC CloudCompute Service Description Summary CSC 11

13 LEVEL Severity 1 Complete loss of infrastructure connectivity or server functionality. Severity 2 Degradation of performance for any infrastructure component that has a material adverse effect on the site s performance Severity 3 Single member of redundant unit or circuit has failed, but there is no impact on end users or any degradation of service Severity 4 A service request that is not a problem MEAN TIME TO RESPOND TO EVENT CSC will Respond within 30 minutes from the initial alert or receipt of the ticket CSC will Respond within one (1) hour from the initial alert or receipt of the ticket CSC will Respond within one (1) business day from receipt of the ticket. CSC will Respond within four (4) business days from receipt of the ticket. MEAN TIME TO NOTIFY CLIENT Once CSC has confirmed that a Severity 1 event has occurred, CSC will Notify the client of the issue within 30 minutes from the initial monitoring alert. Once CSC has confirmed that a Severity 2 event has occurred, CSC will Notify the client within one (1) hour from the initial monitoring alert. Once CSC has confirmed that a Severity 3 event has occurred, CSC will Notify the client within one (1) business day from the initial monitoring alert. Not applicable CREDITS AND REMEDIES Definition of Applicable Monthly Recurring Charges Clients will be entitled to a credit of 1/30 th of the applicable monthly recurring charges for any calendar month in which a client s CloudCompute environment is unavailable and/or for any calendar month that CSC fails to Respond or Notify the client according to the schedule above. Applicable monthly recurring charges consist of the standard monthly recurring fees for the CSC CloudCompute services. The SLA credit will not include charges for excess usage fees. SLA Credits Clients apply for SLA credits using CSC s reimbursement claim process; details of this process are included in the how to procedures provided to all CSC CloudCompute clients. The total amount of the client s SLA credits shall not exceed the client s applicable monthly recurring charges for the CSC CloudCompute services in any bill cycle. CSC CloudCompute Service Description Summary CSC 12