Backup as a Service Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation Services Systems Management Desktop-as-a-Service Comms-as-a-Service Platform-as-a-Service G-Cloud VI Page 1 OFFICIAL Status
Contacts Your contacts at OCSL are: NAME: SARAH HOLMES ROSS HOLLIDAY ADAM COURTNEY TITLE: Compliance Team Leader Head of Public Sector Operations Director ADDRESS: OCSL, East House, New Pound Common, Wisborough Green, West Sussex, RH14 0AZ TELEPHONE: +44 (0) 845 605 2100 +44 (0) 7876 226282 +44 (0) 845 605 2100 EMAIL: sarah.holmes@ocslms.co.uk ross.holliday@ocsl.co.uk adam.courtney@ocslms.co.uk OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 2
Table of contents Contents 1. Overview of this service... 5 1.1 Key benefits... 5 1.2 Why choose OCSL... 6 1.3 Key features... 7 1.4 OCSL G Cloud 7 Services... 8 1.5 Components available... 8 2. Overview of OCSL BaaS (Backup as a Service)... 11 2.1 ISO27001 and ISO9001... 11 2.2 Government Security Classifications (GSC)... 11 3. Level of backup, restore and disaster recovery provided... 12 4. On-boarding and off-boarding... 13 4.1 BaaS On-boarding (per VM Existing Veeam Customer)... 13 4.2 BaaS On-boarding (per VM)... 13 4.3 BaaS On-premise appliance On-boarding (per appliance)... 13 4.4 BaaS Service Off-boarding... 13 5. Service management details...14 6. Service constraints...14 7. Service level availability...14 8. Overview of pricing...14 9. Financial recompense model for not meeting service levels...14 10. Training... 15 11. Ordering and invoicing process... 15 11.1 Ordering... 15 11.2 Invoicing... 15 12. Data restoration / service migration... 15 13. Customer responsibilities... 16 OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 3
14. Technical requirements... 16 15. Trial service... 16 16. Features not included in this G-Cloud service... 17 17. Termination process... 17 OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 4
1. Overview of this service Backup as a Service provides disk-to-disk backup protection for VMware or Hyper-V virtual machines. Whether hosted on premise, or in a third party datacentre, this product creates a daily backup snapshot, before securely encrypting and replicating offsite to an OCSL Data Centre. OCSL BaaS (Backup as a Service) removes backup window issues and has the ability to restore an entire virtual machine within minutes. 1.1 Key benefits Easy to use - Allows you to protect your data with a simple point and click user experience, along with online support for key applications such as AD, SQL and Exchange Simple to purchase - Cloud offering does not require the purchase of licenses or additional infrastructure Controlled costs - You only pay for the resources you use on a per VM/month and GB/per month basis Scalable - Provides the ability to flex the backup service at any time Reliable - Eliminate backup failures due to backup Window constraints Peace of mind - Improve recovery times dramatically Transparent reporting - Daily backup success or fail reports plus monthly utilisation and billing reports OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 5
1.2 Why choose OCSL Enterprise level service for a fraction of the investment Highly skilled team with 25 years of delivering services to customers worldwide Bespoke, fully transparent service Allocated Service Delivery Manager will look after your account and help you get the most from your service OCSL s data centres are ISO27001 & ISO9001 certified, Government OFFICIAL and NHS N3 certified OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 6
1.3 Key features Bespoke backup console Customer configurable or fully managed service options including frequency and retention Utilises industry leading tools & processes to safeguard your data A flexible deployment model ensures that you pay for what you use All aspects of backup & restore, including success/ failure rates, are available to you at any time from the console as well as regular backup reports via email Entire VM restore within minutes Agentless backup Granular file or application level restore Point in time application snapshot capability for most applications to provide consistent backups Secure data transmission helps meet compliance requirements Meets compliance requirements including Government OFFICIAL, N3 or backup that requires ISO27001 security Options for onsite as well as multi-site copies in the OCSL vaults Optional: Backup to tape for longer term retention available OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 7
1.4 OCSL G Cloud 7 Services OCSL Backup as a Service OCSL Infrastructure as a Service - IaaS Compute OCSL Infrastructure as a Service - IaaS Storage OCSL Secure N3 & OFFICIAL Access Services OCSL Platform as a Service PaaS OCSL Software as a Service SaaS OCSL Application Assessment Services OCSL Digital Assessment Services OCSL Digital Strategy OCSL Flexible Resourcing Service OCSL Infrastructure Assessment OCSL Infrastructure Services OCSL Consultancy Services - Microsoft Azure OCSL Consultancy Services - Microsoft Enterprise Mobility Suite EMS OCSL Consultancy Services - Microsoft Office 365 O365 OCSL Route to the cloud OCSL Service Delivery & Cloud Transition Services OCSL Solution Architect Services OCSL Systems Management OCSL Systems Monitoring OCSL Transformational Services This service is not included with any other services listed on the OCSL G-Cloud portal, and should be purchased wherever backup services are required 1.5 Components available OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 8
The components available within BaaS on the OCSL G-Cloud portal are as follows. The customer should order all of the components required to cover the infrastructure to be deployed. If the customer requires assistance with specifying the correct components to cover their infrastructure, they should contact OCSL on gcloud@ocslms.co.uk and OCSL will be pleased to provide Pre-Sales assistance. Product Description Quantity to Purchase BaaS Virtual Machine Backup (per VM) BaaS for VMware or Hyper-V virtual machines. 1 per VMware or HyperV virtual machine to be backed up BaaS Data Backup (per GB) BaaS Data Backup (per TiB) BaaS for storage quantities attached to VMware or Hyper- V virtual machines. 1 per GB data to be backed up 1 per 1000GB data to be backed up BaaS On-boarding (per VM Existing Veeam Customer) BaaS On-boarding (per VM) BaaS 4.8TB On-Premise appliance To be selected at zero cost where customer already uses Veeam Backup version 8 or above. Customer will be sent detailed instructions to allow them to configure Veeam to backup to OCSL Cloud. One-off setup charges for BaaS for customers who do not already use Veeam version 8 or above. Software will be deployed by OCSL. On premise backup appliance, for customers who wish to hold a copy of backup data on premise for fast restore capability. 1 per VMware or HyperV virtual machine to be backed up 1 per VMware or HyperV virtual machine to be backed up 1 per appliance required Page 9
BaaS 9.6TB On-Premise appliance BaaS 16.8TB On-Premise appliance BaaS 24TB On-Premise appliance BaaS On-Premise appliance On-boarding (per appliance) On premise backup appliance, for customers who wish to hold a copy of backup data on premise for fast restore capability. On premise backup appliance, for customers who wish to hold a copy of backup data on premise for fast restore capability. On premise backup appliance, for customers who wish to hold a copy of backup data on premise for fast restore capability. One-off setup charges for on-premise backup appliances 1 per appliance required 1 per appliance required 1 per appliance required 1 per appliance required OCSL Backup Management (per VM) To be selected where the customer requires OCSL to provide a fully managed backup service. 1 per VMware or HyperV virtual machine to be backed up OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 10
2. Overview of OCSL BaaS (Backup as a Service) 2.1 ISO27001 and ISO9001 OCSL Managed Services have been successfully certified to ISO27001 since May 2011 and ISO9001 since November 2011. Our mature Information Security Management System (ISMS) and Quality Management System (QMS) are continually maintained by our Compliance Team as proven in regular internal and external audits. Our certification body is Registrar of Standards (Holdings) Ltd, trading as United Registrar of Systems, Registrar of Standards Ltd & Global Registrars Inc. Their UKAS Reg no is 0043. The scope for both certificates is: The Supply of Managed Services, specialising in Public and Private Cloud Infrastructure, including Business Continuity (Disaster Recovery & Backup/Recovery) and Remote Management/Monitoring Solutions. All services are hosted at our UK Data Centres, which are in scope of our ISO27001 certificate. All services are managed on site and in house by OCSL Managed Services employees. We do not use subcontractors. Our Service Desk is ITIL-aligned. 2.2 Government Security Classifications (GSC) OCSL Managed Services IaaS is accredited by CESG s Pan Government Accreditation to process OFFICIAL government information. Page 11
3. Level of backup, restore and disaster recovery provided Backup data will be replicated to OCSL s secondary UK Data Centre, where it will be held for a retention period as agreed with the customer. The only limitation on the retention period is the amount of backup storage purchased. Backups are compressed and de-duplicated and the backup capacity available is dependent upon the type of data to be stored and rate of compression and deduplication achieved. For instance, file data and virtual machine operating systems compress and de-duplicate extremely well, whereas some types of database do not deduplicate at all. The rate of change of data, and the number of backup s copies to be taken in a given period, will also significantly impact the amount of backup capacity required. General guidance would be to purchase a backup volume equivalent in size to your uncompressed and duplicate total data volume, in order to hold data for a 1-year retention period. For greater periods of retention, purchase an additional 50% capacity per additional year s retention required. Disaster recovery is not included in the BaaS service. However, OCSL do offer Disaster Recovery as a service. For all enquiries, please contact gcloud@ocslms.co.uk OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 12
4. On-boarding and off-boarding OCSL have listed the following on-boarding products, which include: 4.1 BaaS On-boarding (per VM Existing Veeam Customer) To be selected at zero cost where customer already uses Veeam Backup version 8 or above. Customer will be sent detailed instructions to allow them to configure Veeam to backup to OCSL Cloud. 4.2 BaaS On-boarding (per VM) One-off setup charges for BaaS, for customers who do not already use Veeam version 8 or above. Software will be deployed by OCSL. Installation of backup software Configuration of backup routines as per customer requirements Commence and verify Copies 4.3 BaaS On-premise appliance On-boarding (per appliance) Rack & Stack Hardware Build appliance Installation of backup software Configuration of backup routines as per customer requirements Commence and verify replication Operational documentation Handover to OCSL support Project management 4.4 BaaS Service Off-boarding OCSL will provide all data held on media to the customer, in the data format in which it is held. OCSL will then securely delete all data from the Data Centre systems. OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 13
5. Service management details Our ITIL aligned Service Desk is a single, central point of contact and control, routing incidents to suitably skilled engineers for resolution. OCSL has deployed an Incident Management System (IMS) within our Service Desk toolset. 6. Service constraints Maintenance windows will be as agreed with the customer in advance. Customisation of backup routines are permitted within the capabilities of the software. The customer will provide suitable network links into OCSL datacentre (or OCSL will be pleased to quote separately for such network links upon request). 7. Service level availability System availability - Up to 99.99% Recovery point objective - 1 day Recovery time objective - 4 Hours 8. Overview of pricing Please see the OCSL G Cloud pricing document which details the pricing structure for this service. 9. Financial recompense model for not meeting service levels No financial recompense model is offered under this service. OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 14
10. Training Where customers have not selected a managed backup services from OCSL, the customer will need to hold sufficient skills in managing Veeam backup products. Training is not provided by OCSL. 11. Ordering and invoicing process 11.1 Ordering The customer can buy OCSL s cloud based services using the Digital Marketplace. 11.2 Invoicing The customer shall pay by BACS the amounts set out in the Call Off Agreement (signed by the customer and OCSL). All amounts and fees stated, or referred to, in the Call Off Agreement are exclusive of value added tax, which shall be added to OCSL s invoice(s) at the appropriate rate. OCSL shall invoice the customer following the end of each month for the service(s) performed by OCSL during that month. All invoices shall be sent by email and post to the customer and shall contain a detailed breakdown of the costs included in the invoice. Each invoice is due and payable within 30 days after the invoice date. 12. Data restoration / service migration Not applicable to this product. OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 15
13. Customer responsibilities The customer is responsible for: Sizing of the backup data volume to suit the rate of change of data The compression and de-duplication rates achievable The number of backup copies to be held Every customer s data is different and OCSL cannot accurately predict what the required volume size will be. The customer is responsible for the housekeeping and compliance of their data, in line with UK law. 14. Technical requirements Where infrastructure to be backed up is hosted on customer premises: The customer will provide suitable network links into OCSL (or OCSL will be pleased to quote separately for such network links upon request). These links should be suitably sized based on your data volume, rate of change and backup recovery objectives. Where an on premise appliance is provided; the customer will provide and maintain a suitable hosting environment for the equipment to include physical protection of equipment and cabling, Uninterruptable Power Supply and suitable cooling to ensure equipment remains at less than 25 degrees Celsius. The customer will provide suitable technical resource to work as local eyes and ears, and carry out works on physical equipment. 15. Trial service A trial service is available by contacting gcloud@ocslms.co.uk More information can be found by visiting www.ocsl.co.uk/news-events/news/free-offer/ OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 16
16. Features not included in this G-Cloud service Not applicable, this service has been tailored from standard OCSL offerings to ensure suitability for G-Cloud. It should be noted that BaaS is not included with any other OCSL G Cloud service as standard and should be purchased wherever backup services are required. 17. Termination process Termination terms are as per the standard G-Cloud 6 framework terms and conditions. OCSL 2015 gcloud@ocslms.co.uk 0845 6052100 Page 17