SofCloudIT Backup Online Service Definition

Transcription

1 Backup Online Service Definition PREAMBLE: Declaration of Subcontracting Tissat has been entitled, without any caveat, to offer this service by, the company that will really deliver this service. Therefore this service is offered by TISSAT but is subcontracted to. The infrastructure used for this service is owned by and is hosted in a Data Centre (from now on abbreviated DC) owned and operated by TISSAT that has been certified Tier IV by The Uptime Institute. This Data Centre management and operations are also certified in the following standards: - ISO 50001, - ISO 14001, - ISO 20000, - ISO 27001, - And all of them adhere to the EU Code of Conduct for Data Centres. - Besides, TISSAT s DC Federation has been awarded with AENOR s Data Centres Energetic Sustainability Certification. The invoicing process will be made by Tissat but according to the conditions stated by SofCloudIt in the Backup Online Service Definition Document (i.e. the remaining of this document) and in the Backup Online Terms and Conditions Document. The prices will be the stated in the aforesaid SofCloudIt documentation. Service Support will be really offered by, but the Customer could choose either use TISSAT s Service Desk as initial point of contact or call directly to HelpDesk. ISO certified processes will be followed in the TISSAT s Service Desk and when derived from TISSAT to, the latter commit to follow them also. Additional service conditions and terms to the ones further stated in this document are included in the Backup Online Terms & Conditions document. So, some of above subjects could be partially or fully described in such document. Therefore, this document is bound to it, and both documents shall be considered as a whole. It also be noticed that earlier termination and other concepts used in this document are clearly defined in the Backup Online Terms & Conditions document. In the remaining pages of this document s Backup Online Service Definition is quoted: Tissat, S.A.

2 Backup Online Service Definition (Page 2) Backup Online Service Definition

3 Backup Online Service Definition (Page 3) 1. An overview of the Backup Online Service (functional, non functional) Our cloud backup platform allows you to offer a complete data protection solution for the customers. The feature-rich rich platform makes integration, management, maintenance and monitoring of this service perfectly easy. Our cloud backup platform is carrier-grade: extremely reliable, well tested and proven in its capabilities. It suits the needs for both smaller, local service providers and for large, nationwide providers that expect high availability standards and redundancy. High Availability: : s architecture is designed to keep the backup platform in operation at all times. Scalability: allows you to host up to 1000 users on a single server. Security: uses excellent security-techniques techniques to ensure that the backup data is 100% private and not accessible to anyone but the end-user. SSL connections and unbreakable encryption technology are built in the software. Features: Secure file servers The Backup Online software is able to efficiently backup data from file servers. The software supports a whole variety of server operating systems including MS Windows Small Business Server, MS Windows Server, Linux distributions and Mac OS X Server. MS Exchange Server Backup Backup Online is capable of backing up Microsoft Exchange Server 2003, 2007 and Backup Online can backup the Exchange database without interrupting business operations; even during the backup window (hot backup). MS SQL Server backup Securing Microsoft SQL Servers is easy with Backup Online. The software supports backups of MS SQL Server 2005, 2008 and Backup Online can backup the SQL database without interrupting business operations; even during the backup window (hot backup). Phone: (+34)

4 Backup Online Service Definition (Page 4) MySQL Database backup Backup Online enables the backup of MySQL databases on table level while they are actively in use. As a result data recovery can be performed fast and focused. Backup Online can backup the MySQL database without interrupting business operations, even during the backup window (hot backup). NAS Servers To have all their business data at hand, most small offices use network attached storage (NAS) systems. s. This is a convenient solution for the availability of the data in the company, but not really safe. Backup Online Client makes backups of these NAS servers and makes sure that this data is protected against any kind of loss. Hot backup File, database or servers are continuously operational. Therefore Backup Online can back up these servers without interrupting business operations; even during the backup window. Using native APIs For the backup of MS Exchange Server and MS SQL Server, the Backup Online Client software makes use of the native API s of the platforms. This makes the backup more reliable than the 'open file' type of backup. 2. Information assurance Impact Level (IL) at which the Backup Online Service is accredited to hold and process information IL1/2 (Business Impact Level profiles 11x/22x): Based on good commercial standards, centred around a suitably scoped ISO27001 certification. Phone: (+34)

5 Backup Online Service Definition (Page 5) 3. Details of the level of backup/restore and disaster recovery that will be provided 3.1 Supported Operating Systems : NET based Online Backup Client (4.2.x) Java based Online Backup Client (4.2.x)

6 Backup Online Service Definition (Page 6) 3.2 Supported Functionalities NET based Online Backup Client (4.2.x) 1 Only Windows XP and Windows Server Folder Level Backup for Microsoft Exchange Server 2007 only works from a remote 32 bits machine 3 32 bits & 64 bits Java based Online Backup Client (4.2.x) 4. Pricing (including unit prices, volume discounts (if any), data extraction etc.) We offered two products: I. Backup online for desktop II. Backup online for server

7 Backup Online Service Definition (Page 7) Desktop Product Server product Client SPLA Aditional GB. Private Label High Availability 2,50 0,40 300,00 300,00 9,00 0,40 300,00 300,00 Minimum monthly invoice fee: 250 Notes: Monthly prices Taxes not included 5. Service management details The Management Console allows you to manage accounts and backups. It serves the Online Backup Clients. It contains the following functionality by default: Easy and automatic account management Quick and logical insight in backup account status Extended Private Label options Full and effortless integration with sales and back-office activities Easy direct and indirect distribution of private labeled or co-branded backup services Features: The Backup Online Management Console has several features. The application is a web application and offers: Web-based based management interface Incremental data traffic. High data security: o SSL connection (HTTPS) o Storage of encrypted data with AES 128 and 256 Bits Distribution of accounts through co-branded or private labeled Groups (can be resellers) Multiple storage homes Web-based based access for clients to browse and download files Trial accounts with automatic removal The Backup Online Management Console is fully configurable. All settings, texts and graphical appearances can be changed: Phone: (+34)

8 Backup Online Service Definition (Page 8) communication is fully configurable for every Management Console appearance can be changed Support links, download links and registration links can be changed 6. Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) offers extensive branding options, so the look and feel of the software can match your company's style. allows you to brand both Client Software and Management Console. 6.1 Branding the Client Software: When it comes to customizing the client software, you have the following options: Choose your own application name Place your logo prominently in the client interface Customize the application icons Display your contact details in the 'support' section Push a custom message to the client 6.2 Branding the Management Console: The web-based Management Console is used by yourselves, your resellers (monitoring) and end-users (Web Access). You have the ability to customize the console in many ways: Customize the complete interface formatting using CSS Add a header and footer Insert your company name as service name Place your logo prominently in the Management Console Customize all communication templates

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10 Backup Online Service Definition (Page 10) 7. Service Levels (e.g. performance, availability, support hours, severity definitions etc.) This is an extract of the Terms and Conditions document where it s explained this topic: 7.1 Definitions For purposes of this Appendix, all defined terms in the Agreement have the same meaning, and in addition: First Line Support has followed the (Advanced) Product Training First Line Support must show an advanced understanding of Windows, Mac OS and/or Linux operating systems and must show knowledge of network related technologies Support Website means the support website of the Provider: ; Support Hours mean office hours in Spain from Monday through Friday, 8.30 am to 18.30, excluding holidays as observed by the Provider and published on the Support Website; Supported Operating Systems mean the supported operating systems for the Licensed Software. A list of the supported operating systems is published on the Support Website; Upgrade means a new generation of the Licensed Software; Release means a release of the Licensed Software; Major Release means a release with a focus on new functionality; Minor Release means a release which embeds small changes and bug fixes; and Hot Fix means a critical bug fix usually for a specific issue to resolve bugs; 7.2 Responsibilities The Provider will be solely responsible for any and all First Line Support regarding the Licensed Software The Provider will provide Second Line Support. Second Line Support entails the correction of Errors and making available Major Releases, Minor Releases and Hot Fixes. Major Releases, Minor Releases and Hot Fixes made available by the Provider will be installed by the Client. The Client is entitled to receive the latest version of the Licensed Software Support Calls will be handled based on a Severity Rating. The support helpdesk will handle Support Calls according to the general guidelines set out in this clause and will strive to respond within the time frame indicated below:

11 Backup Online Service Definition (Page 11) Maximum severity: Total loss of critical resources without available Hot Fix or workaround. Initial response, within four (4) Support Hours. Moderate severity: Severe functional reduction on a critical system. Initial response, within eight (8) Support Hours. Normal severity: Significant functional reduction of a critical system. Initial response, within twenty-four (24) Support Hours The Provider provides all support and maintenance on best-effort basis, within reasonable time constraints The support helpdesk is available during Support Hours, via the Support Website and via telephone: (+34) Support and maintenance provided by the Provider covers only the Licensed Software and does not cover hardware and/or software not delivered by the Provider (i.e. operating system) The Provider only provides support and maintenance for the Licensed Software which is installed on Supported Operating Systems The Provider will deliver support and maintenance during the term of the Agreement The Provider will only handle Support Calls for the current and immediately preceding Major Release of the Licensed Software The Provider shall be entitled to install temporary solutions, program bypasses or problem-avoiding restrictions in the software The Provider will be entitled to invoice the repair costs in accordance with its standard rates if repair arises from or was related to causes as referred to in clause 4.7 of this Agreement or any other causes that are not attributable to the Provider or if repair is not included within the scope of this Appendix 8. Training We provide training via WebEx with the following proposed scope: Client Support Essentials All about MS Exchange Server backup and restore Platform Operational Essentials Configuration of your Platform How-to keep all your software up to date Trouble shooting server and client issues

12 Backup Online Service Definition (Page 12) Active Directory Integration (i.a. for Citrix and Extend ASP) 9. Ordering and invoicing process This is an extract of the Terms and Conditions document where it s explained this topic: 9.1 The Fees are set out in the Purchase Order. All Fees will be invoiced from the Effective Date, in advance. 9.2 The Client shall pay any and all undisputed invoices within thirty (30) days from the date of the invoice. Any such claim shall contain a description of the reason for non-payment which is as complete and specific as possible, so that the Provider can respond adequately. The Provider shall be entitled to a late payment interest equal to the Spanish legal interest for trade transactions, on undisputed invoices and/or unfounded disputed invoices, which are not paid in time. 9.3 The Client will be billed in (pounds). All prices shall be exclusive of turnover tax (VAT) and other levies imposed by the government, unless otherwise stated. 9.4 The Provider shall be entitled to revise annually (1st of January) the Fees equal to any changes in the inflation price index for consumers (Consumer Price Index, CPI) published by the National Institute of Statistics (INE) plus one percent. 9.5 The Provider shall be entitled to deactivate the Licensed Software in the event that the Client fails to pay undisputed invoices and/or unfounded disputed invoices in time after a written notice of default of the Provider and/or to terminate the Agreement. Upon termination of the Agreement, the due date of all invoices which would have been issued during the term of the Agreement if the Agreement would not have been terminated pursuant to this clause 5.5 shall automatically be accelerated and all such invoices shall become due and payable. 9.6 The Client shall indemnify and hold the Provider harmless against and from any claims of the reseller and/or the End-User as a result of the deactivation and/or the termination mentioned in clause 9.7 On the first day of each month during the term of this Agreement, the Licensed Software will automatically generate a usage report and send this usage report to the Client. This usage report will contain detailed information about the use on the first date of each month: including, but not limited to the number of CALs, GBs and servers. This usage will be the basis for the calculation of the Fees per month and for the invoice for the month on the first date of which the usage report was generated.

13 Backup Online Service Definition (Page 13) 10. Termination terms This is an extract of the Terms and Conditions document where it s explained this topic: 10.1 This Agreement shall commence on the Effective Date and shall be effective for an initial term of twelve (12) months and shall be automatically renewed with twelve (12) months periods each unless terminated by either party upon three (3) months written notice prior to the expiration date of the initial term and/or to the expiration date of any renewal term Each of the parties shall be entitled to terminate the Agreement if the other party imputably fails to perform material obligations under the Agreement - in all cases, after having received a proper written notice of default which is as detailed as possible and in which it has been given a reasonable time period to remedy the non-performance Each of the parties may partly or completely terminate this Agreement in writing with immediate effect and without a notice of default if the other party is granted a provisional or non-provisional suspension of payments, if a petition for liquidation is filed with regard to the other party or if the other party's business is wound up or terminated for other reasons besides a business reconstruction or merger. In the event of the Client's liquidation, the right to use the Licensed Software provided to the Client shall terminate by operation of law The expiration or termination of this Agreement for any reason shall not result in the lapse of any rights that the parties may have which are of their nature intended to remain in force even after expiration and/or termination: such obligations shall survive an expiration and/or a termination of this Agreement, including but not limited to, Intellectual Property Right, liability, governing law and jurisdiction and confidentiality. 11. Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) We ll try to gives you an overview and specification about which infrastructure is required for a Backup Online platform. The type of infrastructure depends on the expected number of end-users who will be using the service and the level of availability (SLA) that is required. In the following table an overview is given of the different scenarios.

14 Backup Online Service Definition (Page 14) A platform is considered to be high available when two or more front-end servers are used in an active/active or active/passive configuration. This document does not discuss the high availability of the storage system. Please view our replication white paper to be informed about the possibilities to create a redundant storage infrastructure. The scenarios differ from each other based on the number of front-end server which are used and the type of storage which is used. In scenario B and C also the option to integrate with a control panel or Active Directory are described. In the next chapters the hardware and software requirements of each scenario is described Scenario A Medium availability and <1000 users This scenario describes the reference architecture of a Backup Online platform to serve a maximum of 1000 end-users with a medium level of availability Overview Three types of storage platforms can be used: 1. Network Attached Storage (NAS) with a CIFS (SMB2) connection 2. Storage Area Network (SAN) with either iscsi or Fiber connection 3. Direct Attached Storage (DAS) with either a SATA or SAS connection In all three situations one front-end server is used.

15 Backup Online Service Definition (Page 15) Backup Online needs a MS SQL 2008 R2 database. MS SQL express or higher is required Specifications Front-end Server The minimal requirements for a front-end server are:

16 Backup Online Service Definition (Page 16) The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell/IBM/Sun/Fujitsu-Siemens etc Specifications Storage System The minimal requirements for a storage system are: The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell Equalogic/IBM/EMC/Infortrend/NetApp/Sun/Fujitsu- Siemens etc Scenario B High availability and <1000 users This scenario describes the reference architecture of a Backup Online platform to serve a maximum of 1000 end-users with a high level of availability.

17 Backup Online Service Definition (Page 17) Overview A Storage Area Network (SAN) can be used with either iscsi or Fiber connection. In the SAN configuration, one front-end server is used in active mode and one front-end server is used in passive mode. When front-end server one would fail, front-end server two can take over and become active (active/passive). Backup Online needs a MS SQL 2008 R2 database. It is possible to run SQL in mirrored mode on both servers, or use another (clustered) SQL server in the network Specifications Front-end Server The minimal requirements for a front-end server are:

18 Backup Online Service Definition (Page 18) The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell/IBM/Sun/Fujitsu-Siemens etc Specifications Storage System The minimal requirements for a storage system are: The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell Equalogic/IBM/EMC/Infortrend/NetApp/Sun/Fujitsu- Siemens etc.

19 Backup Online Service Definition (Page 19) 11.3 Scenario C High availability and > 1000 users The following drawing gives a graphical overview of a load balanced architecture for the Backup Online platform. This architecture supports high availability, due to the fact that two front-end server are used. This means that if one front-end server would fail, the other front-end server will still be able to perform and keep the online backup service running. As the two front-end servers are in an active/active mode, the processing power of both frontend servers is utilized. Due to the fact that the servers are in active/active mode, a Network Attached Storage (NAS) is required Overview This architecture supports up to users and 24 TB of used storage. In the next paragraph these numbers will be specified and explained. Backup Online needs a MS SQL 2008 R2 database. It is possible to run MS SQL 2008 R2 in mirrored mode on both servers, or use another (Clustered) MS SQL 2008 R2 server in the network. Backup Online supports the integration with different control panels to automate user authentication. The following control panels are supported: Parallels Automation, Ensim Unify, ExtendASP and EMS Cortex. Besides a control panel, also the MS Active Directory is supported for user authentication. The use of a control panel or MS Active Directory is optional.

20 Backup Online Service Definition (Page 20) One of the advantages of this architecture is that front-end servers can be added when more processing power is needed, or storage systems can be added to the Network Attached Storage (NAS), when more storage capacity is required Specifications Front-end Server The minimal requirements for a front-end server are: The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell/IBM/Sun/Fujitsu-Siemens etc Specifications Storage System The minimal requirements for a storage system are: The Backup Online solution is hardware vendor independent and therefore we support different brands such as, HP/Dell Equalogic/IBM/EMC/Infortrend/NetApp/Sun/Fujitsu- Siemens etc.

21 Backup Online Service Definition (Page 21) Performance The infrastructure defined in paragraph 5.1 is positively tested to support up to the following scenario: Notes: A user is defined as a user who is registered to the Backup Online service and not making a backup or restore. A concurrent user is defined as a user who makes a backup or a restore. The percentage of allocated GB and used GB is 50%, this means that the actual storage needed on the storage system is 24TB Backup Online. The Backup Online platform in two data centers It is possible to deploy the Backup Online platform in two data centers (with a different geographic location). In this scenario we advise our clients to use duplicate scenario B or scenario C in the two data centers and make a cluster environment (active/passive). If you are interested in deploying such architecture, please contact our support team. 12. Details of any trial service available. Backup Online provides trails on requests.

22 Backup Online Service Definition (Page 22) Experience the full potential of the BackupAgent cloud backup platform, including the Client Software, Server Software and Management Console. The evaluation environment is fullyfeatured and without limitations. You can create backup accounts in the Management Console yourself and the client software will make backups to your own environment. Free 30 day trial! Fully-featured software Without commitment!