service description Colocation of Equipment Infrastructure as a Service

Transcription

1 easy t adpt, easy t use, easy t leave service descriptin Infrastructure as a Service versin 4.0

2 Cntents Overview... 3 Example use cases... 3 Pricing... 4 Trial service... 4 Infrmatin assurance... 4 Prduct features... 4 Technical features... 5 Service ptins... 5 Service levels... 5 Appendix... 6 On-barding and ff-barding... 6 Service management... 6 Service cnstraints... 6 Training... 6 Ordering and invicing... 6 Service lead time... 6 Terminatin... 6 Cnsumer respnsibilities... 7 Technical requirements... 7 Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 2 f 7

3 Overview The Skyscape service prvides basic clcatin facilities fr custmer hardware. When custmers wish t mve nt the Skyscape Assured Clud platfrm we recgnise there might be a need t clcate sme physical hardware e.g. Netwrk Devices, Custm hardware etc in rder t ensure the applicatins run successfully. This Service Descriptin sets ut the details fr the clcatin f such equipment. Skyscape s service has been designed specifically f fr the UK public sectr and is available nly t the UK public sectr. The service supprts and cmplies with all relevant areas f the Gvernment ICT Strategy and Infrmatin Principles fr the UK Public Sectr. Skyscape s datacentres are sme f the mst energy efficient in the wrld and as such supprt the Green Gvernment ICT Strategy in full. Example use cases Clients wishing t hst specific hardware that cannt be virtualised e.g. Oracle RAC envirnments, Hardware Security Mdules, etc Netwrking equipment fr the cnnectin t the Skyscape envirnment e.g. AEP X Kryptrs, CPA devices Strage gateway devices t facilitate access t the Skyscape Clud Strage platfrm e.g. Riverbed Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 3 f 7

4 Pricing There is a ne ff cst f fr the initial cnfiguratin f the envirnment. The mnthly price fr service is 500. This is irrespective f whether the full 10U f space and 1Kw f pwer is cnsumed r nt. It is a fixed price. Additinal services may be purchased thrugh the Skyscape SFIA rate card. Cmmitment Discunt Custmers can gain a discunt ff the standard rates by making a cmmitment fr minimum mnthly amunts during a 12 mnth perid. The cmmitment relates t spend during the perid (rather than VM s r GB s) as fllws: PO Value Discunt Level < 100K 0% 100K- 249K 5% 250K- 499K 9% 500K- 749K 13% 750K+ 16% Custmers will be required t raise a nn-cnditinal purchase rder fr the required net amunt (after discunt) which will entitle them t receive services up t the value f the grss (pre-discunt) amunt. Custmers will be required t break-dwn the cmmitment with mnthly spend amunts any amunt nt cnsumed within an individual mnth will nt be rlled frward t a subsequent mnth. Discunts are per purchase rder nly. Wrked Example: If yu knw that yu will spend at least 300,000 per year with Skyscape, yu can make that cmmitment and receive an effective 9% discunt. We wuld require a PO f 273,000 ( 300,000 less 9%) which will be payable even if yu dn t cnsume that level f Skyscape services within 12 mnths. Any cnsumptin in excess f 300,000 will be billable at the standard Skyscape rates unless a new cmmitment is made. Trial service Nt available Infrmatin assurance Skyscape hld independent ISO9000, ISO20000 and ISO27001 accreditatins which underpin ur business peratins and Clud Platfrm. All datacentres are highly resilient Tier3, UK svereign and separated by >50 miles fr gegraphical diversity. Skyscape staff are Security Cleared and based in the UK. Prduct features The Skyscape helps custmers where they need t have specific hardware devices cllcated in the Skyscape envirnment. The service prvides the fllwing features; Clcatin f hardware inside the Assured Skyscape Data Centre suites. Prvisin fr up t 10U f space. Up t 12 netwrk prts f cnnectivity as standard. Extra prts will be at an additinal cst. Secure lckable cabinets. Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 4 f 7

5 This service is designed fr small and simple clcatin requirements as per the features abve. Fr mre nerus clcatin requirements, please cnsider the services prvided by Skyscape partners. Skyscape wuld be pleased t make an intrductin if required. Technical features Skyscape can ffer this service fr a number f physical devices. Please cntact Skyscape t ensure yur devices are cmpatible with this service and yur requirements can be met; Secure lckable racks Lcated within Data Centre suites which are secure and Pan Gvernment Accredited t IL3 All access is escrted by a Skyscape member f staff r will this be Ark with Smart hands??? Up t a maximum f 10U f rack space. Only ne lt f 10U per custmer is available. Up t 12 netwrk prts f cnnectivity A standard f 4 visits per year fr standard maintenance wrk. These will be escrted as per the prcess. Emergency access can be arranged if warranted and justified. Backup f the cnsumer equipment is nt included in this service. Service ptins There are n prduct r service ptins available fr this service. Organisatins are recmmended t cnsider services ffered by Skyscape partners if a mre cmprehensive r flexible service is required. Skyscape wuld be pleased t make an intrductin if required. Service levels There is n Service Level ffered with this service. Custmer visits need t be requested at least 3 wrking days in advance. The visit request needs t be raised via the Skyscape Supprt Prtal. All visitr infrmatin required t cmply with the Data Centre rules and regulatins must be prvided. Failure t prvide the crrect infrmatin will result in a delay t access. Standard visits must start and finish within the cre hurs f , Mnday thrugh Friday. Emergency access will be managed n a case by case basis. N access n Bank Hlidays Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 5 f 7

6 Appendix On-barding and ff-barding On-barding Skyscape and the Cnsumer will cmplete a prfile which details a list f named individuals fr the Data Centre Access cntrl list. Skyscape will prvide an verview f the rules fr the Data Centres and Skyscape suite s that the custmer is aware f the apprpriate cntrls in place. This will ensure that all rules are adhered t when accessing the suite. On-site Crypt visits need t be escrted by a member f the Skyscape Cmpliance team. Clients will be issued with a key fr their rack space. Skyscape will keep a cpy f the key fr emergencies. All keys need t be stred securely by the Skyscape Cmpliance team, and a key signature sheet signed by the client when their key is issued. When a client cmes t site fr wrk, they need t ensure that they bring their wn key with them. When a client vacates their c-l space, they must ensure that the key is returned t Skyscape. Site visits need t be requested via a Change Ticket t Skyscape Service management A cmprehensive secure nline Prtal will prvide the mst cmmn Service Management functinality and address mst requirements. All DC visits will need t be requested via the Prtal. This can be dne by lging a Service Request which will be actined within the specified service level. Service cnstraints Skyscape is nt respnsible fr any management, supprt r warranties relating t the equipment. All 3 rd party vendr management fr maintenance activities must be managed by the custmer. Skyscape will adhere t the fllwing in terms f maintenance windws; Planned Maintenance means any pre-planned maintenance f any infrastructure relating t the Services. Skyscape shall prvide the Client with at least twenty fur (24) hurs advance ntice f any such planned maintenance: Planned maintenance f Skyscape s infrastructure relating t the Services shall happen between the hurs f 00:00 and 06:00 (UK lcal time) Mnday t Sunday and/r between the hurs f 08:00 and 12:00 (UK lcal time) n a Saturday and/r Sunday. N planned maintenance will take place n a Saturday unless agreed in advance by bth parties; Planned Maintenance shall be excluded frm any availability calculatin in regard t service credits but shall be included in the mnthly service reprting; Emergency Maintenance means any emergency maintenance f any f the infrastructure relating t the Services. Whenever pssible, Skyscape shall prvide the Client with at least six (6) hurs advance ntice: Whenever pssible Emergency Maintenance f Skyscape s infrastructure will happen between the hurs f 00:00 and 06:00 (UK lcal time) Mnday t Sunday and/r between the hurs f 08:00 and 12:00 (UK lcal time)n Saturday and/r Sunday unless there is an identified and demnstrable immediate risk t a Clients envirnment; Emergency Maintenance shall be excluded frm any availability calculatin in regard t service credits but shall be included in the mnthly service reprting. Training Skyscape will ensure that the custmers are briefed n the crrect prcedures that need t be fllwed fr Data Centre access. Ordering and invicing Billing fr the service is mnthly in arrears. Payment can be via Purchase Order and Direct Debit. Skyscape are preparing t be able t accept Debit/Credit Card payments (e.g. Gvernment Prcurement Card) please enquire at time f rder t check whether this is available. Service lead time Organisatins are required t have a cnsultatin sessin t ensure that rles and respnsibilities are defined. Detailed specificatins fr the hardware t be cllcated need t be sent t Skyscape s the pwer, space and cnnectivity ptins can be implemented. All architectures need t be agreed befre cmmencement f the service. Terminatin Terms At the pint f terminatin, all cnsumer data, accunts and access will be permanently deleted, and will nt be able t be subsequently recvered r restred. Skyscape will wrk with custmers t arrange fr the remval f cllcated equipment n terminatin f the service. Skyscape are nt respnsible fr the dispsal and remval f the custmer equipment. Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 6 f 7

7 Csts If a client des nt remve their equipment within a 3 mnth perid they will be charged fr the csts f Skyscape undertaking the remval and secure destructin f the equipment. Cnsumer respnsibilities The cnsumer is respnsible fr their wn equipment, this includes the hardware maintenance fr their equipment and any management f 3 rd party suppliers. The cnsumer is respnsible fr ensuring any 3 rd parties adhere t the Skyscape Data Centre rules and regulatins. Skyscape cannt have direct dealings with 3 rd parties withut a custmer representative present. Nn-standard prts cnsidered via Service Request Secure cmmercial grade VPN Self-managed Site-t-Site IPSEC VPN t the Skyscape cmpute envirnment Self-managed SSL VPN t the Skyscape cmpute envirnment PSN - Yu might need t assign part f yur PSN IP allcatin t yur services hsted by Skyscape Leased Line (CAS(T) cmpliant) r nn- CAS(T) using CPA/PEPAS verlay encryptin Technical requirements IL3 Cnsumers will require apprpriate netwrk cnnectivity such as internet access (IL0-IL2) r accredited cnnectivity such as a gvernment secure netwrk (IL3) t the Skyscape Clud Platfrms. Cnnectivity via the internet, a gvernment secure netwrk (PSN, GSI) r private leased line is available but may incur additinal charges if the hsting f CPE ruters is required - see the pricing sectin fr mre details. Where required, Cnsumers are respnsible fr prcuring and managing apprpriate devices r sftware t meet the requirement fr data security ver the varius frms f cnnectivity. Cnsumers have a number f ptins t chse frm with Skyscape t access their envirnment dependant n their requirement. The belw are guides t demnstrate what is pssible but may require further engagement t explain further: IL0 2 Preferred cnnectivity is ver a Gvernment Secure Netwrk such as GSI r PSN PSN/GSI - Yu might need t assign part f yur PSN/GSI IP allcatin t yur services hsted by Skyscape PSN r CAS(T) Leased Line (IL3 ver IL2) CPA/PEPAS apprved slutin prviding verlay encryptin (e.g. Cisc ISR/ASR) IL0 (e.g. Internet r nn CAS(T) circuit) t IL3 VPN Site-t-Site VPN using CAPS apprved slutins (e.g. Ultra AEP Xcryptr) CPA assured slutin where Fundatin Grade assurance is apprpriate (e.g. Cisc ISR/ASR) Standard Internet cnnectivity ver cmmn prtcls (HTTP, HTTPS, SSH, etc) IL3 Leased Line (assured netwrk cnnectin Service descriptin SC-SVC-02, versin 4.0 Skyscape Clud Services Limited, 2013 Open Page 7 f 7