Maindec Computer Solutions Ltd. Service Definition for Infrastructure as a Service. Prepared by Mark Butcher

Transcription

1 Maindec Computer Solutions Ltd Definition for Infrastructure as a Prepared by Mark Butcher

2 1. Infrastructure as a Overview 1.1 What is it? Delivering an IT service that can adapt to business needs without significant capital investment is a constant challenge. In addition most organisations struggle to have the right skills and resources available to deliver a 24x7 service. Constantly having to invest in enterprise server, network and storage hardware/software assets and refresh them on a regular basis is no longer efficient for mid-market organisations. Investing in the datacentre environment required to house these assets is not core to most organisations. Maindec Computer Solutions Ltd s Infrastructure as a solves these problems. Pay monthly for hosted server, network and storage services according to usage freeing up capital budget and delivering service levels that exceed service requirements leaving your IT team free from operational tasks to focus on business development projects. 1.2 How it works Maindec Computer Solutions Ltd s Infrastructure as a Platform is made up two key products:- Utility Server A managed server platform that can provide dedicated or shared server resources according to customer requirements Options to re-use a customer s Microsoft licensing (dedicated servers only) or for Maindec Computer Solutions Ltd to provide SPLA licensing (shared or dedicated servers) Options for load balancing using Citrix NetScaler VPX An SLA for OS availability Built on Cisco and VMware enterprise technology Utility Storage A managed, securely shared storage platform that provides classes of storage according to performance and data protection requirements Page 2 of 9

3 An SLA for storage availability Built on NetApp enterprise class clustered storage platforms Includes the use of all NetApp software (array and host side) Each customer gets a secure virtual datacentre, created using the multi-tenant capabilities of the technology stack provide by combining VMware, Cisco and NetApp technologies. Virtual or physical servers are provisioned using standard templates, VLANS are created to ensure all network traffic remains secure and virtual partitions are used on the storage platform to ensure that logical separation exists for each customer s data. 1.3 Constraints Data Extraction/Removal Maindec Computer Solutions Ltd will provide a Transfer Plan (STP) after the Commencement Date that will define the process for exiting the service. As part of the STP Maindec Computer Solutions Ltd will commit to the following:- Storing all virtual machine images in a standard VMware vsphere 4/5 format Storage all data in an iscsi LUN Returning all customer generated data in the above formats in a process to be agreed with the customer A price for delivering the STP to be agreed with each customer Destruction of all customer data once the STP has been completed in accordance with the relevant IL status Data storage and processing locations Maindec Computer Solutions Ltd will provide a logically separate locale for each environment in accordance with the relevant IL status Deployment Models Maindec Computer Solutions Ltd can offer IaaS in Public, Private and Hybrid cloud models. There is also an option for an on-premise version but costs for this vary depending on configuration Elastic Resources Maindec Computer Solutions Ltd provides Elastic Resources to all customers to request expansion up and down in accordance with requirements Guaranteed Resources Maindec Computer Solutions Ltd offers a resource pool model for each customer that provides guaranteed vram and CPU resources up to the size of the resource pool purchased Persistence of Storage Maindec Computer Solutions Ltd will provide the following types of storage for each service:- Persistent storage using high performance enterprise storage for virtual machine images (OS only) with snapshot functionality for creating instant backups Non persistent storage using high performance and low performance enterprise storage for data with snapshot functionality for creating instant backups Page 3 of 9

4 1.3.7 Provisioning Maindec Computer Solutions Ltd will provide rapid provisioning and de-provisioning for all G-Cloud services. This will include providing self-service capabilities for the ordering and provisioning/deprovisioning and cancelling of G-Cloud services Utilisation Monitoring/Reporting Maindec Computer Solutions Ltd will provide monitoring of all services provide with both a consumer and Crown level view. This will include real-time reporting of usage as well as trending and SLA reports Provisioning Maindec Computer Solutions Ltd will ensure that all services are delivered from datacentres that are a minimum of TIA-9424 Tier 3. Each datacentre is self-certified and Maindec Computer Solutions Ltd can commit to providing visibility of the process plus compliance with the EU Code of Conduct for datacentre operations Network Maindec Computer Solutions Ltd can offer services over both the public Internet and the Public Sector Network (PSN) and can provide full compliance with this strategy Use by other Suppliers Maindec Computer Solutions Ltd can confirm that its IaaS offering is available to purchase by organisations who intend to supply SaaS offers to the Government in both a public and private form Standard Configuration Maindec Computer Solutions Ltd offers the following standard configuration for IaaS:- Compute (Virtual Server) Type Value Units Notes Memory 1 GigaBytes 1GB of vram is the minimum unit. Each GB of vram is assigned MHz of CPU processing power Compute (Physical Server) Type Value Units Notes Processor GHz, 6 core CPU Each physical server has two 6 core CPUs Memory 12 GigaBytes A physical server is available with a minimum of 12GB of memory Storage Type Value Units Notes Persistent Storage 50 GigaBytes 50 GB of persistent storage is required for each virtual machine image. Snapshot backup functionality is built in A minimum of 1GB of non persistent storage Non persistent 1 GigaBytes can be purchased for data stores. Snapshot Storage backup functionality is built in Page 4 of 9

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6 2. Overview 2.1 What is it? Maindec Computer Solutions Ltd s is a cost-effective managed service that is designed to complement your existing IT team, allowing them to focus on business development projects rather than operational tasks. All services are designed and delivered using ITIL principles from Maindec Computer Solutions Ltd s 24x7 Network Operations Centre in Chesterfield. will be included in respect of all Infrastructure as a offers. The following sections describe the options available and the deliverables. 2.2 Classes and Packages The table below shows the available classes:- Class Silver Gold Platinum Coverage Business hours only 24x7 24x7 including DR facility The table below shows the available packages:- ITIL Component Monitor Maintain Incident/problem management Capacity management - Change management - Documentation maintenance Release management Operations management Reporting delivery management DR testing Page 6 of 9

7 3. Level Agreements This table summarises the Contractual SLAs for Infrastructure as a : Class Applies to SLA Credit Production Level 1 Production Level 2 Production Level 3 The Availability of the Recurring The Availability of the Recurring The Availability of the Recurring The following notes apply to these SLAs:- The Recurring will be Available for at least 99.95% of each month (i.e. will be unavailable for no more than 21 minutes, 54 seconds per month) The Recurring will be Available for at least 99.5% of each month (i.e. will be unavailable for no more than 3 hour 39 minutes per month) The Recurring will be Available for at least 99% of each month (i.e. will be unavailable for no more than 7 hours, 18 minutes per month) Up to 15% of the monthly charge for the Recurring as outlined below Up to 15% of the monthly charge for the Recurring as outlined below Up to 15% of the monthly charge for the Recurring as outlined below The SLA will be decided by Maindec Computer Solutions Ltd at the design stage based on the design, typically the following rules apply o Production Level 1 No single point of failure in the infrastructure For Utility Server Virtual applies to clustered virtual OS environments or multiple virtual OS environments with clustered network load balancers (I.E. the SLA is applied to the clustered/nlb solution as a whole and not individual components) o Production Level 2 No single point of failure in the infrastructure For Utility Server Virtual applies to single virtual OS environments For Utility Server Physical applies to clustered OS environments of more than 2 nodes o Production Level 3 For Utility Server ESX applies to the hypervisor for a single ESX node For Utility Server Physical applies to clustered OS environments of 2 nodes Availability is determined by the customers ability to access the operating system on the IaaS platform For single datacentre solutions, datacentre failure will be excluded from the SLA, for customers taking a dual datacentre solution the SLA applies to the entire solution The SLA will be measured monthly against a monthly target Credits will be reported on and paid quarterly Credits will be paid according to the table below:- Page 7 of 9

8 Full or part-hours the service falls below the SLA Up to 1 hour Between 1 and 3 hours Between 3 and 5 hours Over 5 hours Credit paid 5% of the Monthly Recurring Charges 7.5% of the Monthly Recurring Charges 10% of the Monthly Recurring Charges 15% of the Monthly Recurring Charges In addition the following target SLAs will also apply to the of the service:- Class Applies to SLA Level 1 Level 2 Level 3 Level 4 Level 5 Level 6 A Priority 1 (P1) Incident A Priority 2 (P2) Incident A Priority 3 (P3) Incident A Standard Change Request A Normal Change Request An Emergency Change Request The following notes apply to these SLAs:- will respond within 30 minutes will respond within 1 hour will respond within 8 hours will initiate the change within 8 Working Hours will respond to the request within 8 Working Hours will initiate the change within 4 Working Hours Window 24x7 24x7 Mon Fri (08:00 18:00) Mon Fri (08:00 18:00) Mon Fri (08:00 18:00) 24x7 Credit 2 responses missed = 7.5% 3 responses missed = 10% 4+ responses missed = 15% 2 responses missed = 5% 3 responses missed = 7.5% 4+ responses missed = 10% N/A 2 CRs missed 5% 3 CRs missed 7.5% 4+ CRs missed 10% 2 CRs missed 5% 3 CRs missed 7.5% 4+ CRs missed 10% 2 CRs missed 7.5% 3 CRs missed 10% 4+ CRs missed 15% Consultant response for Levels 1 2 will be recorded in Maindec Computer Solutions Ltd s Desk application and reports made available to customers quarterly The SLA will be measured and reported on quarterly Page 8 of 9

9 4. On-Boarding Process Maindec Computer Solutions Ltd will conduct a formal contract Start-up Process based on a PRINCE 2 methodology, including the following steps: Stage Description Output / Documentation Project Start up The project team is assembled, all agreements and project collateral reviewed and internal resources allocated. - Project Initiation The project kick off is arranged and project documentation is prepared. Dates are booked for the subsequent processes. Project Initiation Document (PID) Operations Manual One or more Delivery/Project Initiation Statement of Work (SoW) Design and Workshops are arranged to plan (as appropriate) the Detailed Design detailed Design, Transition and Project Plan planning Operation. The parties agree the form of the Risks, Issues and Actions Log remaining project/service documentation. Migration Plan Acceptance Test Plan Implementation The SoW is executed according to the agreed Project Plan and the solution is implemented. Monitoring is deployed. - Testing The solution is tested in accordance with the Acceptance Test Plan. Acceptance documentation Commencement Subject to acceptance, delivery of the Recurring s commences. - During the Design workshops, Maindec Computer Solutions Ltd will work with the customer using the ITIL framework in combination with Maindec Computer Solutions Ltd s extensive knowledge of the technology in scope to create a service delivery model (from a template) that is specific to the needs of each customer. This process will prove vital for both Maindec Computer Solutions Ltd and the customer in understanding not only how the will function outside of business hours but also how Maindec Computer Solutions Ltd will integrate with the customer s service delivery during normal business hours. The result of this process is a Operation Manual that provides the detail of how the service will operate day to day. Maindec Computer Solutions Ltd uses ITIL processes through its service delivery organisation for both internal and customer facing activities to ensure consistent and cost-effective delivery. Page 9 of 9