G-Cloud 6 Service Definition DCG Cloud Backup Service

Transcription

1 G-Cloud 6 Service Definition DCG Cloud Backup Service G-Cloud 6, Service Description, DCG Cloud Backup Service Page 1 of 23

2 CONTACT INFORMATION Guy Silver T: E: W: Data Continuity Group Limited, Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG LEGAL Data Continuity Group Limited is registered in England and Wales. Company Registration No: Registered office: Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 2 of 23

3 TABLE OF CONTENTS 1.0 Service summary Features and benefits Details of the service Service management Service implementation and off-boarding Service constraints Service levels Training Ordering and invoice process Termination Customer responsibilities Costs G-Cloud 6, Service Description, DCG Cloud Backup Service Page 3 of 23

4 1.0 SERVICE SUMMARY DCG s Cloud Backup enables customers to securely protect their growing data volumes whilst meeting business and regulatory demands for data availability and recoverability. The service is interoperable with all operating systems and platforms, and it provides ease of use in the recovery of critical data within individual databases, mailboxes, or cluster nodes. Additionally, DCG can use single-pass technology to rebuild backups dynamically, so there s no need to restore from multiple incremental backups. DCG s Cloud Backup Services scale seamlessly to accommodate growth, managing multiple terabytes of backup data, which provides a compelling return-on-investment. Delta block-level processing technology speeds backup operations and dramatically reduces storage costs by backing up only new and changed data blocks. All data is compressed using industry-leading Adaptive Compression technology before being transferred, dramatically reducing your storage footprint and backup windows. Data de-duplication decreases this further by eliminating duplicate data within storage. Open files are backed up seamlessly, and variable bandwidth throttling ensures protection without interrupting operations. The service can, where required, include the provision of an on-site appliance to provide both a local backup but also more efficient bandwidth usage and service reliability. The underlying technology supports adaptive compression and bandwidth throttling to make the most efficient use of the available connectivity once the data has been deduped and compressed at the appliance. The local appliance also provides a faster restore time in the event of an invocation as data can be restored at wire speed. Proactive management ensures submitted jobs are completed steps are taken to ensure they are completed immediately or through a re-submission process which involves key operations staff to resolve any issues affecting completion. DCG will manage and monitor client backups through a secure centralised interface and will provide a portal to the customer that confirms that backups occur as scheduled. Management reports will also be made available to Cloud Backup customers which will include details of jobs run and a capacity report showing data volumes and trends. Additional ad-hoc reports are required these can be requested by the customer via the 24x7 Service Desk, although these may be chargeable dependant on complexity. DCG creates a secure online vault which can be used for full restores or individual file recovery. All data is encrypted using 256 AES encryption at source and, as the solution uses incremental delta blocks and is a pushdriven technology, it is a completely secure transmission medium. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 4 of 23

5 The encryption protects backup data inside the firewall, as it travels over the wire, and when it s in storage. There are no back door decryption keys; only the key holder can enter the correct code. Front-End Encryption Data is encrypted using the National Institute of Standards and Technology (NIST) 128-bit or 256-bit Advanced Encryption Standard (AES) prior to leaving the backup server. Over the Wire Encryption The backup and restore activity is encrypted. This over the wire encryption ensures backup data transmitted between the client and the electronic vault is secure, even over the Internet. At-Rest Encryption Data remains encrypted while in the DCG Cloud. The base vaults are located at DCG s UK based Tier 3 DCG data centres which operate to 3 separate ISO accreditations. We hold the following ISO accreditations which are independently assessed and recognised throughout the IT industry: ISO The international best practice standard for information security management. ISO The international standard for IT Service Management benchmarking the delivery of managed services, measuring service levels and performance assessment. ISO The international standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction. The Network is carrier grade and regulated by Ofcom. The above accreditations class this service as Official. 1.1 FEATURES AND BENEFITS Feature Benefit High Service Level By using leading ITIL and ISO tested procedures our clients experience the highest service standards and ability to recover data. Automated, disk-to-disk process There are no tapes to manage, so our clients save time and virtually eliminate errors. End-to-end encryption Encryption is applied in transit and in storage, ensuring the security of client sensitive data. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 5 of 23

6 Delta processing Delta technology backs up only the data blocks in new or changed files, resulting in significantly faster backup times and minimal back-end storage. Data de-duplication Reduces storage footprint, thereby increasing client ROI and helping manage data growth. Single-pass restores Builds complete backups dynamically. You restore in just one step. Tiered storage Reduces complexity and cost of ownership by automatically moving longterm backup data to more cost-effective storage tiers. Quickly access data to respond to e-discovery requests. Broad platform support With one service solution clients can cost-effectively protect multiple platforms and applications, including Microsoft Windows, Novell NetWare, Linux, Sun Solaris, HP-UX, IBM AIX, IBMi, VMware, Microsoft SharePoint, Microsoft Exchange, Microsoft SQL Server, Microsoft Cluster Services, and Oracle. Hot backups Supports 24/7 operations by backing up mission-critical applications while they are online. Disaster Recovery Provision Ability to recover applications remotely using Virtual DR capability. Regulatory Compliance Data retention to fit any industry sector policy, on demand. Scalable and Flexible Service Deployment Service can be delivered in any configuration of data centre, Remote office or global geographic region. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 6 of 23

7 2.0 DETAILS OF THE SERVICE DCG will manage all aspects of the service from working with you during the implementation stage, configuring your solution, agreeing the backup schedules and retention policies, monitoring the service, restoring data, scheduling new backups, ongoing maintenance and reporting. DCG will also provide proactive support and monitoring 24/7/365 and will provide notification of any issues that we are unable to resolve. The data is held in DCG s Tier 3 Data Centre. The vault will store, monitor and manage the backed-up data. It authenticates the agent and accepts data from it and automatically ages data according to your retention strategy. De-duplication is also undertaken in order to minimise the storage footprint. Coupled with DCG s twelve years experience and focus on data management, its ISO accreditations, its UKbased cloud, depth of skill and 24/7/365 service desk gives our customers the peace of mind that their data is safe and secure and can be retrieved quickly when required. Who can benefit? DCG s Cloud Backup service is suitable for various organisations, from small companies with low volumes of data to global institutions with multiple terabytes of data distributed in remote offices. Due to the way the service works with local appliances replicating data over the internet, which is deduplicated, compressed and encrypted at rest and in transit, it is extremely efficient and therefore simple to configure and use. Furthermore, there is no capital expense required with this service. Are there any limitations? There are no limitations to DCG s Cloud Backup service. It can be used to backup both virtual and physical servers and all common business applications, operating systems and databases. Whats included? Central Control The Central Control portal will provide you with full access to the service via a web browser allowing you to take an active part in managing the service. It will allow you to create and schedule backups, manage retention schedules and initiate restores. Alternatively you can leave the day to day management of the solution to DCG and just use the Central Control portal to view activity and monitor the service. Delta Backups and Optimization Technologies After you perform the first full backup, DCG s cloud service will find and transmit only data blocks that are new or changed since the last backup. The service also employs adaptive compression and bandwidth throttling. The result is minimal bandwidth usage, small backup windows, reduced storage footprint (Up to 50:1 storage savings over traditional file-based backup), and simple single-pass restores. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 7 of 23

8 Optional On Site Satellite Vault As part of the solution DCG can provide you with an onsite vault. This will supply an extra layer of security as it will provide onsite data retention for up to 30 days. It also means that backups will still be completed and you will be able to perform restores locally should internet connectivity fail. The Appliance is a pre-configured storage unit that is installed as a local Vault and includes all the hardware and software needed to provide onsite protection, plus remote access software so that the DCG support team can manage the appliance remotely. The appliance automatically replicates local backups to DCG s Cloud. This provides you with LAN-speed backups and restores in addition to offsite protection. It s preconfigured and administered by DCG technicians, so you receive the benefits of an onsite vault without the need to manage the software or hardware. What retentions are supported? Flexible retentions are supported based on a customer needs: 7 days, 30 days, 30 days + 11 monthly backups, as well as custom retentions which are set by the customer. Customers choose a package with retentions that meet their needs. Is de-duplication supported? Yes. On the front-end, after an initial seed backup, the Delta Pro technology only sends changed or new blocks of data within files to storage. The product then further compresses the data before being sent to the secure server. We further reduce data in storage by eliminating duplicate blocks of data within backup jobs. Together, these technologies significantly reduce backup windows by minimising the amount of data sent into storage and also reduce storage footprints thus increasing ROI. Where is your data stored? In our UK based Tier 3 data centre facilities. Will I have visibility of my data? Yes, you will have complete visibility and control of your data through DCG s secure customer portal. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 8 of 23

9 How accessible is my data? Data is accessible to customers 24 x 7 x 365. What is DCG s Cloud Backup Managed Service? Designed for all sizes of businesses, the benefits of the Data Continuity Group s Cloud Backup Services are the same you gain the assurance of knowing that your data is securely backed up, encrypted and held in a secure data centre, where it is monitored 24 x 7 x 365 and can be rapidly restored if necessary. What platforms are supported? Windows, Linux, Solaris, HP-UX, IBM AIX, IBMi, VMWare, and Novell Netware. What applications are supported? Microsoft Exchange, Microsoft SQL Server, Microsoft Clusters, Microsoft SharePoint, and Oracle. Is the data encrypted? Yes, data is encrypted end-to-end. Only a customer with the encryption password can decrypt data. DCG does NOT have access to customer data. Data is encrypted during backups using a number of encryption algorithms, including the highest level of encryption, 256 AES. Data is also encrypted in transit, using 128-bit encryption. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 9 of 23

10 3.0 SERVICE MANAGEMENT DCG Managed Service DCG s Managed Service means the user s environment is managed, monitored, protected and recoverable 24 hours a day 365 days a year. Proactive management will resolve any issues affecting completion of the backup schedule in order that the contracted Service Levels are met and exceeded. The service includes all elements of customer service support including support calls, technical assistance, hardware and software faults and replacements on all elements of the solution. Service Reviews On a minimum of a monthly basis DCG will conduct service reviews which will assess the operational elements of the service with a drive towards continuous improvement. Reporting DCG will provide the following reports:- A daily report via the web portal detailing the jobs run and listing backups as successful, failure or deferred A weekly capacity report listing volumes by client Monthly Service Review Reports DCG provides 24x7x365 support in a three tier model. Its shift system and distribution of experience ensures users have access to relevant skills and knowledge at all times, day or night. 1 st Line Support is provided by the Service Operations Centre (SOC) Team Members, who are available at all times by both telephone and . These personnel have a broad understanding of all DCG hardware, software and major product lines and are able to resolve most queries in a timely manner without a requirement for escalation. 2 nd Line Support is provided by our SOC Shift Leaders. These personnel have a deeper level of understanding of all services provided by DCG and have developed a greater level of customer specific knowledge through their enhanced training and experience. SOC Shift Leaders are available from 07:-00 to 17:-00 Monday to Friday and 09:-00 to 17:-00 on weekends, via both telephone and . In addition, a Shift Leader is always on call during silent hours in order to ensure that escalation from 1st Line Support is never delayed where appropriate. 3 rd Line Support is provided by a named Escalation Manager, assigned to the user when the contract is agreed. This person will assume responsibility of any call which cannot be resolved by either 1 st or 2 nd Line Support and is also the first point of contact should the user have a complaint with any aspect of the service provided by DCG. This named contact has all relevant DCG resources at their disposal and is able to ensure a timely and satisfactory resolution to issues through the engagement of all company departments from 1 st Line to the Board members. The Escalation Manager is available from 09:-00 to 17:-00 Monday to Friday via telephone and , and is also available for escalation from 2 nd Line and direct customer contact for urgent issues during silent hours. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 10 of 23

11 DCG provides a 24x7x365 Technical Support Service through its Service Operations Centre (SOC). DCG s engineers continually monitor the services provided by DCG through a number of specialised alerting systems and by conducting regular health checks on all key components. Incidents will be raised in the event of any failure and immediately enter the Technical and Management escalation chains where they will be progressed according to the priority assigned. Please see below the Incident Definition matrix to understand how DCG will prioritise them. Incident Definitions Priority Business Impact Description Scenario 1 Critical A major outage affecting multiple systems or users that will have maximum impact Full site outage. Master / Vault server unreachable. DR invocation. 2 Major A major system component failure that has or has the potential to cause a high impact Media / Satellite server unreachable. Network connectivity. Tape Library unavailable. 3 Degraded System is degraded, but operational although impaired Critical application backup failure:- Exchange, SQL, Oracle, SharePoint, Enterprise Vault. 4 Standard A single user call File System Backup Failure. Standard requests. Immediate Action When an incident occurs, whether raised through active monitoring or by the user, DCG staff will raise a call on the DCG Incident Management System (HEAT), obtaining all relevant information and assigning the appropriate priority level as detailed above. HEAT automatically generates a unique reference number, which will be provided to the user. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 11 of 23

12 Technical Escalation Once an incident is logged in HEAT, it will enter the Technical Escalation process. This process ensures that an engineer with the relevant level of expertise is assigned to resolving the incident and is escalated in a timely manner to more specialist teams where required, according to the matrix below. Support Provided By Priority 1 Priority 2 Priority 3 Priority 4 Level 1 SOC Engineer Immediate Immediate Immediate Immediate Level 2 SOC Shift Leader Immediate 12 Hours 48 Hours 72 Hours Level 3 Professional Services / Vendor (as appropriate) 4 Hours As required As required As required From the matrix above, it can be seen that a Priority 3 incident will be managed by Level 1 technical support immediately and escalated to Level 2 support within 48 hours if no resolution is found. Level 2 support will, in conjunction with management, further escalate the incident to our Professional Services Team or the product/service vendor if no timely resolution can be found. By contrast, a Priority 1 incident will be immediately managed by a Level 2 engineer, and further escalated after no more than 4 hours. Management Escalation DCG s Management Escalation Process is designed to ensure maximum management awareness and promote rapid incident resolution. Whilst the user s incident is managed at a technical level according to the previous matrix, it is also advanced through the management team who will drive resolution through regular communication with the technical team. Management involvement also ensures regular and accurate communication with the customer at all stages of incident resolution. Management Escalation Matrix Management Level Priority 1 Priority 2 Priority 3 Priority 4 Named Escalation Manager Immediate 2 Hours 12 Hours 24 Hours Operations Manager Immediate 4 Hours 24 Hours 72 Hours Operations Director Immediate 8 Hours As required As required G-Cloud 6, Service Description, DCG Cloud Backup Service Page 12 of 23

13 The user s named Escalation Manager, assigned at the time the contract is agreed, is the initial point of Management Escalation and is involved in every incident after no more than 24 hours. In order to ensure the swiftest possible turnaround of all high impact incidents the DCG Operations Director is involved immediately when a Priority 1 call is raised 24x7x365. Regular Updates Customers will be updated on a regular and as appropriate basis. Updates will be provided to customers as follows: At a significant change in the progress of an incident (E.g. when Engineer ETA determined) At a point agreed with the customer Incident logged with Third Party Supplier Incident resolved All updates to the customer will reference the unique case reference number generated by the Incident Management System. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 13 of 23

14 4.0 SERVICE IMPLEMENTATION AND OFF-BOARDING DCG adhere to Prince II and ITIL methodologies and have tried and tested processes and procedures that are reviewed and refined after each project. Using the methodology DCG have undertaken numerous projects to install and implement its Managed Cloud Backup Service and have migrated existing customers from various other solutions. The major priority in the implementation of the solution and service is to ensure that DCG works very closely with you throughout the project and agree and review each task and activity both before and after. Therefore DCG will design, develop and implement the Project Implementation Plan in conjunction with you. Once a contract has been awarded a dedicated project manager will be assigned to work with you who has overall responsibility for planning all aspects of the project and the ultimate success of the implementation. The service can be implemented within 4 weeks of a contract being agreed and a purchase order being received by DCG. Based on our experience of delivering this type of project the overall plan is broken down, at a high level, into 7 logical stages as follows:- Stage 1:- Requirements Definition Stage Review requirements Allocation of DCG resource Production and update the project plan / SOW Internal review plan & design Stage 2:- Planning Stage Project Kick-off meeting Review design Agree timescales Stage 3:- Building, Test and Implementation Stage Hardware & Software Procurement Building and configuration of Satellite Vaults Network Configuration Agree communication plan G-Cloud 6, Service Description, DCG Cloud Backup Service Page 14 of 23

15 Stage 4:- Pilot & Rollout Identification of initial pilot severs Run pilot for 1 week Restore testing Performance tuning Agree roll out process & timescales Migrate servers according to schedule Mothball NetBackup Stage 5:- Review of the environment Review performance Review success failure Review policies, schedules and retentions Stage 6:- Maintenance and Support Documentation Reporting User training Stage 7:- Project Sign Off Review agreed sign of criteria Sign off as complete Official handover to DCG Service Operation Centre Off-boarding There are no technical or commercial handcuffs that would constrain you from moving to an alternative solution at the end of the contract. DCG would simply restore the data to a location specified by you, using a quick ship server if required. As you own the encryption keys the data could then be stored locally. Providing all data has been removed from our data centers at the end of the contract term, there will be no additional charges following the contract end date. If you require that some or all of the data, remains in our data centers after the contract expiry data, DCG will only charge for the volume of data retained, which would be invoiced monthly. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 15 of 23

16 5.0 SERVICE CONSTRAINTS Backups are dependent on the client(s) being connected to the backup infrastructure The customer must notify us in the event of any changes to the environment ( Software/Hardware ). Maintenance Windows: maintenance tasks are performed in the back ground on a regular basis. Scheduled out-of-hours maintenance slots are published to end users and convenient times are agreed for any offline maintenance activities. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 16 of 23

17 6.0 SERVICE LEVELS Service Levels Initial Contact The DCG support desk is be available 24x7x365. All calls (incidents and problems) are responded to by 1 st line support within 15 minutes of the call being raised. Thereafter the escalations and service levels in the table below apply. Support Provided By Priority 1 Priority 2 Priority 3 Priority 4 Level 1 SOC Engineer Immediate Immediate Immediate Immediate Level 2 SOC Shift Leader Immediate 12 Hours 48 Hours 72 Hours Level 3 Professional Services / Vendor (as appropriate) 4 Hours As required As required As required Backups In excess of 95% of submitted backup jobs will complete to the backup device according to the agreed Backup Schedule. If jobs fail they will be resubmitted to meet the service level. Restores 100% of restores will complete as requested by the user. Restores will be performed as requested by the user against a Recovery Time Objective (RTO) of:- Next business day, after call has been logged on DCG s system For emergency restores DCG will endeavour to achieve a 4 hour RTO from tape Times to restore will be dependent on the amount of data being restored and available connectivity. Change Requests Change requests submitted through DCG s Change Management process will be acknowledged within 4 hours of receipt. Changes will be implemented within 48 hours of request Monday to Friday. However each change request will be assessed on an individual basis and scheduled in line with user requirements as well as the nature of the change required. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 17 of 23

18 7.0 TRAINING As part of the implementation plan DCG will provide training at no additional cost. As DCG are providing a fully managed service based there will not be a requirement for a great level of training for you. However in order to give your staff a good understanding of the environment DCG propose to provide knowledge transfer during the implementation process. This will comprise a half day on-site training conducted by one of DCG s technical consultants and include hands-on familiarisation for as many staff as required. It will provide a good understanding on the system, how to use the Control Console, how to view the backup environment, vault/vault replication setup and daily vault management. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 18 of 23

19 8.0 ORDERING AND INVOICE PROCESS A purchase order should be made out to DCG with an agreed service start date and end date. Minimum term is 1 year. DCG will bill monthly with most forms of payment accepted. Free trial The service can be trialled with no obligation and no charge. A quick and easy, 14 day free trial is available upon request. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 19 of 23

20 9.0 TERMINATION There are no technical or commercial handcuffs that would constrain you from moving to an alternative solution at the end of the contract. DCG would simply restore the data to a location specified by you, using a quick ship server if required. As you own the encryption keys the data could then be stored locally. Providing all data has been removed from our data centers at the end of the contract term, there will be no additional charges following the contract end date. If you require that some or all of the data, remains in our data centers after the contract expiry data, DCG will only charge for the volume of data retained, which would be invoiced monthly. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 20 of 23

21 10.0 CUSTOMER RESPONSIBILITIES The end user is responsible for supplying the Backup Schedule, Selection and Retention Policies. It is recommended that this is reviewed on an annual basis for currency. Backup volumes are limited by the capacity of the agreed limit. The customer must will be notified of their volumes and must take the necessary actions should their volumes reach the contracted limit. The Customer will need to provide us with access to each server via an agreed method to enable remote diagnosis of any problems. Without access, the customer will be responsible for performing installs/recovery actions. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 21 of 23

22 11.0 COSTS Our pricing model is very simple. To calculate your cost, simply decide how much data you would like to backed-up in total, select the option below that your data size falls into. Then multiply the price by the number of Gigabytes you would like protected. This is your Monthly fee. DCG Cloud Backup Managed Service Options DCG Cloud Backup managed service, monthly fee per gb up to 6Tb, 12 months (Excluding Local Appliance) 0.55 DCG Cloud Backup managed service, monthly fee per gb up to 3Tb, 12 months (Including Local Appliance) 0.85 DCG Cloud Backup managed service, monthly fee per gb from 3Tb up to 6Tb, 12 months (Including Local Appliance) 0.65 DCG Cloud Backup managed service, monthly fee per gb from 6Tb up to 12Tb, 12 months (Including Local Appliance) 0.60 DCG Cloud Backup managed service, monthly fee per gb from 12Tb up to 18Tb, 12 months (Including Local Appliance) 0.55 DCG Cloud Backup managed service, monthly fee per gb from 18Tb up to 24Tb, 12 months (Including Local Appliance) 0.50 DCG Cloud Backup Managed Service Options - Academia Discounted Pricing DCG Cloud Backup managed service, monthly fee per gb up to 6Tb, 12 months (Excluding Local Appliance) 0.50 DCG Cloud Backup managed service, monthly fee per gb up to 3Tb, 12 months (Including Local Appliance) 0.77 DCG Cloud Backup managed service, monthly fee per gb from 3Tb up to 6Tb, 12 months (Including Local Appliance) 0.59 DCG Cloud Backup managed service, monthly fee per gb from 6Tb up to 12Tb, 12 months (Including Local Appliance) 0.54 DCG Cloud Backup managed service, monthly fee per gb from 12Tb up to 18Tb, 12 months (Including Local Appliance) 0.50 DCG Cloud Backup managed service, monthly fee per gb from 18Tb up to 24Tb, 12 months (Including Local Appliance) 0.45 G-Cloud 6, Service Description, DCG Cloud Backup Service Page 22 of 23

23 DCG Cloud Backup Managed Service Options - Local Government Discounted Pricing DCG Cloud Backup managed service, monthly fee per gb up to 6Tb, 12 months (Excluding Local Appliance) 0.52 DCG Cloud Backup managed service, monthly fee per gb up to 3Tb, 12 months (Including Local Appliance) 0.81 DCG Cloud Backup managed service, monthly fee per gb from 3Tb up to 6Tb, 12 months (Including Local Appliance) 0.62 DCG Cloud Backup managed service, monthly fee per gb from 6Tb up to 12Tb, 12 months (Including Local Appliance) 0.57 DCG Cloud Backup managed service, monthly fee per gb from 12Tb up to 18Tb, 12 months (Including Local Appliance) 0.52 DCG Cloud Backup managed service, monthly fee per gb from 18Tb up to 24Tb, 12 months (Including Local Appliance) 0.48 All prices are exclusive of VAT. G-Cloud 6, Service Description, DCG Cloud Backup Service Page 23 of 23