How To Set Up A Cloud Video Conferencing Service For A Large Business

Transcription

1 Video Conferencing as a Service for Hardware VC Systems GCloud LOT3

2 Contents Page: Service Definition... 2 Overview... 2 Key Service Attributes... 3 Information assurance... 3 Details of the level of backup/restore and disaster recovery... 3 On-boarding and Off-boarding processes/scope... 4 Pricing... 4 Service Management details... 5 Service Constraints... 5 Service Levels (e.g. performance, availability, support hours, severity definitions)... 6 Financial Recompense model for not meeting service levels... 7 Training... 7 Ordering and Invoicing Process... 7 Termination... 7 By Consumers (i.e. consumption)... 7 By the Supplier (removal of the G-Cloud Service)... 8 Data restoration / service migration... 8 Consumer responsibilities... 8 Technical requirements - service dependencies... 9 Trial Service... 9 Data Extraction... 9 Information Principles for the UK Public Sector Appendix 1 Government ICT Strategy and Greening Government ICT Strategy European Green Datacentre of the Year Green Power Recycling Carbon Offset

3 Service Definition Overview SCC s Video Conferencing as a Service (VCaaS) provides hosted video conferencing as a managed service from a multi-tenanted shared services platform. This service is designed to support hardware-based video conferencing systems. An alternative service is also available to support soft clients running on PC desktop, laptop or mobile devices. SCC s VCaaS includes multisite bridging, virtual meeting rooms, IP and ISDN gateway services, call recording and streaming. The service is supported via a dedicated Video Network Operations Centre (VNOC) hosted in a secure data centre. The service is built upon standards-based technology and supports hardware codecs as well as soft video clients for desktop and mobile users. Both new and existing video conferencing systems can be supported. Through SCC s investment in video conferencing infrastructure, we enable communication between geographically dispersed teams and external suppliers, customers and third parties. Some of the tangible business benefits are rapid decision making, reduced time to market, collaboration, improved working relationships and cost savings. The cost advantage of this model is the elimination of the expensive initial outlay that would otherwise be required to deploy a service of this quality. There is also reduced IT spend for support functions, with SCC providing a VNOC service including full infrastructure and endpoint management including 1st, 2nd and 3rd line support. The price for the solution is based upon a standard service which includes: Always-on, unlimited use service Multisite bridging External connectivity via IP and ISDN UK-based Operator Assistance Device, Address book and configuration management Service Component Cost Per Mth Video Conferencing as a Service for Hardware VC Systems Additional services are available to enhance the basic service. Concierge Call Launch Services Equipment Supply, Installation and Integration Hardware Break/Fix Maintenance Consultancy Services 2

4 To find out more about this service please visit: Key Service Attributes Service Name Service Layer Cloud Deployment Model Networks to which the service is connected (directly)? 'API' access available, documented and supported? Cloud Video Conferencing SaaS Private Internet No. Services available to other suppliers so they can use them to provide services to government? Data centre tier? Minimum Contract/Billing Period? Free option? Trial Option? Yes This service shall be available to 3 rd party suppliers for delivery of service to Government. Tier 3 The data centre conforms and exceeds the open uptime standards for a Tier 3 DC Year (contract) Month (billing period) The minimum commitment is 1 Year The minimum billing period is 1 Month. No Yes Information assurance Cloud Video Conferencing is accredited to ISO and operates within a UK based ISO 9001 accredited organisation. Details of the level of backup/restore and disaster recovery The SCC VCaaS is a resilient hardware based subscriber solution with in-build redundancy which is automated in the event of a failure. The hardware elements of the solution use in-built SQL database replication between the clusters. This means he databases are replicated constantly to ensure the clusters can both provide the required performance without any manual intervention. 3

5 On-boarding and Off-boarding processes/scope All end-points that subscribe to the SCC VCaaS platform are required to follow the SCC onboarding process. This process is to ensure the end-points configuration standards, passwords and naming conventions adhere to the SCC best practice approach. Additionally, the on-boarding process ensures that the end-point performance levels are as expected and that these levels are baselined for future incident management and resolution. The key steps of this process are: SCC VNOC gaining remote access to the end-point SCC VNOC amending the administration password to SCC standards SCC VNOC applying the relevant configuration profile as per SCC standards SCC VNOC completing remote certification testing while being assisted with on-site resource from SCC or from the customer SCC VNOC application of the address book and testing Customer handover Pricing The price for the solution is based upon a standard service which includes: Always-on, unlimited use service Multisite bridging External connectivity via IP and ISDN UK-based Operator Assistance Device, Address book and configuration management Service Component Cost Per Mth Cloud Video Conferencing Service Service Component One-off Cost On-boarding of Video Conferencing Service Discounts are available for contract terms of 3 years and over. Additional services are available to enhance the basic service: Concierge Call Launch Services 4

6 Service Component Cost Per Call Concierge Call Launch 47 Concierge Meet & Greet 57 Service Component Cost Per Hour Concierge Managed 80 Concierge Call Recording 105 Volume Discounts apply to Concierge Services: Consultancy Services Please refer to the SFIA rate card for costs relating to Consultancy Services. The service shall not include video conferencing hardware; the customer shall provide this themselves or may be purchased separately from SCC. The service does not include network connectivity. The customer shall provide this themselves or may be purchased separately from SCC. Service Management details Should the Customer need to report a fault, SCC shall provide a telephone and video support capability. The VCaaS platform is a highly resilient, scalable and flexible solution, which will provide service on a 24hr, 365 days per year basis. Maintenance, upgrades or updates will be pre-arranged with customers and due to the resilient nature of the solution will typically not impact normal running. The solution will be completely managed by SCC, utilising their 2nd and 3rd line Network Operations Centre (NOC) resources. Service Constraints Maintenance, upgrades or updates will be pre-arranged with customers and due to the resilient nature of the solution will typically not impact normal running. The solution will be completely managed by SCC, utilising their 2nd and 3rd line Network Operations Centre (NOC) resources. 5

7 Service Levels (e.g. performance, availability, support hours, severity definitions) The hosted video conference service is available 24/7 The video conference helpdesk is available within UK core hours, from 8:00am to 5:30PM Mon-Fri excluding public holidays. The Concierge service is available within UK core hours, from 8.00am to 5.30pm Mon-Fri excluding public holidays. All requirements for Concierge services outside of these hours requires advance notice of no less than 7 calendar days. Incidents and Requests will be categorised, with responses and updates delivered in accordance to the Service Levels: Incident Response table. Priorities have been assigned against each Incident type as defined below: Severity Incident Type Description Response Resolution P1 High means the Video Conferencing Service is completely unavailable or there is a critical impact to End User s business operation which requires both End User and SCC to commit full-time resources to resolve the situation. 30 minutes 4 Hours P2 Medium means operation of the Video Conferencing Service is severely degraded or significant aspects of End Users business operation are negatively impacted by unacceptable network or environmental performance which requires both End User and SCC to commit full-time resources during Working Hours to resolve the situation 30 minutes 8 Hours P3 Low means operational performance of the Video Conferencing Service is impaired, although most business operations remain functional, requiring both End User and SCC to commit resources during Working Hours to restore Service to satisfactory levels 1 Hour 24 Hours P4 Service Request means information is required on Product capabilities, installation or configuration and there is little or no impact to End Users business operation. 1 Hour 40 Hours 6

8 Financial Recompense model for not meeting service levels A model for service credits may be defined on a customer by customer basis. Training SCC recognise the potential scope of the inherent change associated with an Cloud Video Conferencing Service migration: Cloud Video Conferencing service provision may be new to the customer The methods for making, booking, or scheduling video conferences may have changed New hardware or software systems may have been installed The customer may also have changed service desk as part of the migration Where customers purchase training, our video services transition team shall work with the customer to identify the potential impact of migration to SCC s Cloud Video Conferencing Service and advise the customer accordingly of those areas that may need addressing. In addition the Transition Team can work with the customer to provide appropriate services to address those areas including: Model Office/Proof of Concept/End User Training Lab Stakeholder (end user) Management Administration Management Training Functionality Training All training plans shall be designed in conjunction with the customer to enable the right level of training to be delivered in line with customer requirements recognizing existing user capabilities. All training will be priced on a case by case basis specifically for each customer. Ordering and Invoicing Process The process for a customer to subscribe to the Cloud Video Conferencing service is by executing an Order Form. The Order Form defines the specific online service to be provided e.g. the number of video endpoints, service levels, minimum subscription period, payment schedule, and other parameters specific to the actual service to be provided. Termination By Consumers (i.e. consumption) A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the Order Form, continue for the Initial Term and shall remain in force thereafter unless and until 7

9 terminated by either Party giving to the other not less than 30 days written notice, but shall be subject to earlier termination as referenced within the Termination/Consequence of Termination section of the standard SCC G-Cloud terms and conditions. By the Supplier (removal of the G-Cloud Service) A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the Order Form, continue for the Initial Term and shall remain in force thereafter unless and until terminated by either Party giving to the other not less than 30 days written notice, but shall be subject to earlier termination as referenced within the Termination/Consequence of Termination section of the standard SCC G-Cloud terms and conditions. Data restoration / service migration The SCC VCaaS is a resilient hardware based subscriber solution with in-build redundancy which is automated in the event of a failure. The hardware elements of the solution use in-built SQL database replication between the clusters. This means he databases are replicated constantly to ensure the clusters can both provide the required performance without any manual intervention. As part of the off-boarding process SCC can supply the data contained within the databses including asset register, IP addresses, aliases and configuration profiles. Should a customer wish to migrate from the service the off-boarding process shall be used in order to migrate data from this service to another, the cost of migration shall vary depending upon the migration strategy required by the customer. Should a customer require assistance with the end to end process the services we offer for Lot 4 include migration service which can be into our service or away from it. Consumer responsibilities SCC shall expect the VCaaS solution to be used by our customers in a responsible and ethical fashion. The solution does not monitor for abusive, sexist and racist behaviour and it is the responsibility of the client to ensure that their personnel use the service in a method compliant with their own usage policy. The customer will allow SCC to complete all administration activities on the end-points registering to the SCC VCaaS platform. SCC shall expect a named contact at each location for contact in the event of an incident to be able to assist with initial troubleshooting. Although this is a shared infrastructure with separation for individual customers and a fully managed service, each customer will be expected to: Own and manage their activities required to support our deliverables Configure their environment to connect appropriately to the VCaaS platform 8

10 Notify SCC of any change in their security policy that could impact the service Own and manage their activities required to support our deliverables and those of their 3rd Party Suppliers Configure their environment appropriately to connect to the service Adhere to the spirit of the contract Technical requirements - service dependencies This service shall deliver a video conferencing managed service for each subscribed endpoint device. In order to access the service, each endpoint device must meet minimum technical requirements and conform to industry standard protocols including: H.323, H.264, H.239, G.722, and other common videoconferencing standards Sufficient network connectivity and bandwidth suitable for video conferencing Trial Service A trial service may be arranged on request specific details to be determined on a case by case basis. Data Extraction Suppliers will provide a simple and quick exit process to enable consumers to move to a different supplier for each of their G-Cloud Services and/or retrieve their data. Suppliers will commit to providing details of this, clearly and unambiguously in the Service Definition for each service. This will include, but not be limited to: The data standards that will be in use (within the service). A commitment to returning all consumer generated data (e.g. content, metadata, structure, configuration etc.) and a list of the data that will be available for extraction. Where there is a risk of confusion, data that will not be available for later extraction will also be published. The formats/standards into which data will be able to be extracted and preferably a list other common services/technologies to which an export/import mechanism is available. A price for the extraction of consumer The data held within the service will be stored in an SQL database on a storage platform appropriate to the Impact Level of the solution. Any data to be returned to the Customer will be via a data export utility in an industry standard format which is compatible with the Customer requirements. Import and Export of compatible data files shall be via an appropriate network to appropriate storage sub-system or via DVD media. Data Extraction shall be charged dependent 9

11 generated data (or the migration to another service provider s service). Confirmation that the Supplier will purge and destroy (as defined in security accreditation for different ILs) consumer data from any computers, storage devices and storage media that are to be retained by the Supplier after the end of the subscription period and the subsequent extraction of consumer data (if requested by the consumer). upon amount of data and media to be extracted to. All data at rest contained within the Cloud Video Conferencing service shall be purged or destroyed with standard service procedures. All data leaving the platform shall be purged or destroyed using CESG approved techniques. Information Principles for the UK Public Sector SCC Cloud services for the UK Public Sector support the defined Information Principles published where appropriate to the service being delivered. At the core of all of the SCC services are principles 1 and 2 in that all data is valued and is managed in line with the appropriate UK Public Sector Information Assurance guidelines that define the security controls for holding the data. Information Principles 3 through to 7 are considered and followed during the on boarding of systems in to the SCC Cloud infrastructure. These principles will be considered and followed in line with the appropriate UK Public Sector Information Assurance guidelines. 10

12 Appendix 1 Government ICT Strategy and Greening Government ICT Strategy SCC are leading the way in responding to the Governments Greening ICT strategy and sustainable procurement agenda, by adopting CAESER (Corporate Assessment of Economic, Social and Environmental Responsibility), an online toolkit which helps companies to demonstrate a commitment to society and the environment. CAESER constantly review changing and emerging standards to quickly establish and ensure that our operations and our supplier s operations are compliant and not exposed. It enables us to monitor new developments in UK and International CSR legislation that focus on the supply chain. The CAESER system helps to ensure adherence to the requirements of new and current legislation, allowing us an avenue to positively monitor and engage with suppliers responsible for the products available under this framework agreement. To provide the basis for best practice in line with the Government supply chain agenda, we work alongside leading UK Government departments and International organisations to promote acceptable standards, current trends and initiatives. These organisations include the UK Global Compact, the International Labour Organisation and the Global Reporting Initiative. In addition to CAESER, we also use the FTSEGood Index and UNSPSC Codes to identify and monitor risk within the supply chain. We also have preference for suppliers that are members of Electronic Industry Citizenship Coalition (EICC) where a code of practice governs labour, health and safety, environmental management systems and ethics exists. Practical steps taken by the business ensure that the operations of the business have a minimal impact on the environment; these steps further support the supply chain methodologies. European Green Datacentre of the Year 2011 The SCC Data Centre is an award winning carbon zero facility. We have provisioned some unique technologies to achieve that level of sustainability, as well as investing in eco-friendly projects within Kenya. Within the Data Centre Environment SCC operates a Carbon Off-set programme enabling a zero carbon rating, across both our Data Centre infrastructures. The primary offsetting project we run is through an organisation called CO2Balance.com building low carbon villages in Kenya. SCC are also members of the Carbon Reduction Commitment energy efficiency scheme. SCC Customers, who utilise our Data Centre services, are in turn able to advertise this credential within their ecostatements published to their Customers and Suppliers. SCC also utilise additional ecological Data Centre technologies, such as external chillers, which use external, ambient air temperatures to cool water to a level that can in turn be used within the data centre CRAC units. This enables SCC to reduce their cooling costs by up to 40%, which is then relayed to our Customers in reduced bills for their power and cooling usage. Variable Refrigeration Flow (VRF) Air Conditioning is an advanced cooling technology, which allows us to independently cool each data room, enabling us to minimise heat loss and create energy savings of up to 30% over conventional systems. 11

13 Floor pressurisation systems, which streamline cooling within lower utilised Data Centres to where the floor pressure is, i.e. the full racks. We are therefore not flood cooling via the under floor voids, but focussing the cooling in the areas that need it. This system also controls the output from the air-conditioning units, helping manage the cooling used into the data hall. Green Power During 2013, SCC will be switching its energy supply contract to a pure green power contract to further increase its commitment to supporting a strong CSR policy. Recycling SCC can manage your IT recycling for you, providing a cost-effective and secure solution with environmental reporting to support your CSR. This will help you avoid the damaging consequences of serious deliberate or negligent breaches of the Waste Electrical and Electronic Equipment (WEEE) directive. The WEEE Directive was introduced into UK Law in January 2007 and aims to reduce the amount of electrical and electronic equipment being produced, while promoting the secure reuse and recycling of IT equipment. Many companies underestimate security issues surrounding end-of-life data and focus on protecting live assets. However, unprotected disposal significantly increases the likelihood of a detrimental data breach, with information being far easier to access, and can be equally as harmful to your organisation, as not recycling at all. As part of our IT recycling services, we offer state of the art shredding and separation technologies that safely destroy your redundant IT equipment, optimising the recycling and recovery of original raw materials. SCC recycle on average 20% of the IT we recover and remarket up to 80% to create a revenue stream for the customer. This offsets your costs and supporting your Corporate Social Responsibility (CSR). We can guarantee the secure and environmental disposal of your IT waste, as we operate a 0% landfill policy, allowing us to effectively manage your WEEE compliance. 12

14 Challenges Data Security Capital Expenditure Compliance Asset Management Residual Value Benefits Money in the bank Simplicity Freed resource Carbon efficiency Sustainability We recycle 20% We remarket 80% Carbon Offset Starting in September 2010, SCC has been working with leading carbon management company co2balance, to calculate and offset the carbon dioxide emissions created from the operation of its data centres and the National Recycling Centre to achieve Carbon Zero status. The total carbon offset covering emissions for 2011, 2012 and 2013 has amounted to 13,138 tonnes of CO2e. During this period, a number of verified carbon reduction projects in developing countries have been supported. Carbon Offset Projects African Energy Efficient Stove Project The African Energy Efficient Stove Project builds energy saving cooking stoves for villages in Kenya. These brick stoves result in 50% reduction in the need for firewood and thereby prevent carbon from being emitted. In addition to carbon prevention, it also provides families with a cost and time effective method to cook with. The reduced need for firewood helps to prevent deforestation, creating a wealth of benefits for the wildlife in terms of habitat and flood prevention. 13

15 It is also a healthier method of cooking as it reduces in door smoke by up to 70%. In door smoke is a serious problem in Africa and the World Health Organisation dubbed it the kitchen killer as it is responsible for nearly two million deaths in Africa every year. External Project Verification The African Energy Efficient Stove Project is externally accredited through the Gold Standard. An international respected standard that assesses the social and community benefits to the region in addition to carbon savings. The Gold Standard was initiated by the World Wildlife Fund and is endorsed by over 70 non-governmental organisations worldwide. It is the benchmark for carbon reduction projects with the maximum verified benefit to the communities where the projects take place. 14

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