Commercial in Confidence 1 G-CLOUD FRAMEWORK RM1557-vi SERVICE DEFINITION 5DRIVE PROFESSIONAL STORAGE (PRO) 5NINES 5NINES Data Centre Services Service Offered 5DRIVE PERSONAL CLOUD STORAGE with remote access via PC, MAC, ipad, Smart Phones* & Tablets* *see supported devices in section 13 Document Revision: 1.1 5NINES Data Centres Limited 2014
Commercial in Confidence 2 1. OVERVIEW OF THE SERVICE 1.1 OVERVIEW 5DRIVE Personal Cloud Storage Professional is known as 5DRIVE Business Pro which provides a cost effective solution to synchronizing users PC and MAC files in the Cloud, with the added benefit of being able to access them from virtually any PC, MAC, Tablet or Smart phone, as found in the 5DRIVE Personal Storage solution with the added advantage of greater levels of collaboration functionality. 5DRIVE Professional means that users can access their files almost anywhere with the added benefit of our Team Folders functionality, which provides specific access privileges allowing read only or read/write. Once users store their files on 5DRIVE they can share them with colleagues, suppliers, clients through the Team Folder function but maintain security controls over every aspect. Sharing access to folders and files is one simple click away. These collaboration features means the a range of services can be provided to public sector staff so that core files (those items staff need every day) can be permanently accessible to all, but users can setup difference folders for different workloads and share and revoke access for greater productivity. The ability to share folders for different purposes will usually reduce the amount of emails and maintains greater levels of control over evolving documents, as all versions can remain in the 5DRIVE Cloud. 5DRIVE Professional is supplied with the 5DRIVE Cloud Backup Service [please see 99999.co.uk G- Cloud Page (please click the link for access) for more information about this service] at between 50% and 100% discount from the normal G-Cloud rate (a saving of between 19.95 to 39.90 per user per annum) and ensures that not only are files constantly available from 5DRIVE s Pro Cloud Storage, but are also backed up with multiple versions, for extra flexibility. All files are encrypted using 256bit military grade techniques means that your data is secure and only accessible to the users you choose to grant access, and all data is stored in UK sovereign data centres. 5DRIVE Pro includes all of the features of the 5DRIVE Personal Cloud Storage plus the Team Folder Collaboration suite. We believe that 5DRIVE Pro is the most cost effective G-Cloud Professional Storage Solution of its type, and as with 5DRIVE Briefcase & Backup it s easy to use, fast to deploy and easy to control cost, with simple, transparent charges and no hidden extra s, such as data transfer charges. Figure 1: Personal 5DRIVE Cloud Storage Architecture Data storage for PC, MAC, Laptop as well as other desktop platforms has been a problem for many years. Making sure users now have constant access to their work files in an effective environment even when mobile has become one of the business critical Cloud services required by more and more staff. By combining the effectiveness of the 5DRIVE Pro Cloud Storage solution with the 5DRIVE backup service, no long will users be concerned about moving between devices and not having access to their data.
Commercial in Confidence 3 5DRIVE stored data, whether it is simply backup or Professional Storage can be accessed from an iphone, ipad or Android device as well as from PC or MAC via either a downloadable app for Windows, MAC, Google Chrome OS, ios, or Android or from our secure portal (mobile version for Blackberry included) and maintains compatibility between platforms for true interoperability. Finally, for those uses that wish for 5DRIVE to store their music files in the Cloud, the 5DRIVE mobile app allows users to stream music directly from their backup, once again saving valuable computer resource. Figure 2: 5DRIVE Professional Cloud Storage Access Control The screen above shows how the folder structure are maintained by 5NINES Service administrators with additional security allowing read only or read/write access to documents within each folder. Figure 3: 5DRIVE Dashboard used by 5NINES Administrators to monitor system usage. Customer reports can be requested (subject to Change Control Notice Procedure)
Commercial in Confidence 4 1.2 FUNCTIONAL DESCRIPTION 5DRIVE Pro provides personal secure storage in the Cloud, once a client agent has been installed on the user s PC or MAC then a simple click of the mouse in file manager and folders/files can be nominated to be pushed to, shared with, and maintained in the Cloud. 5DRIVE setup options allows the user to choose if they want their files to only be stored in 5DRIVE Cloud or whether they wish to maintain a copy on their own device. Plus each device can select its own preferred drive/storage for the 5DRIVE Pro to adopt. Additional features such as bandwidth allocation, proxy server settings and the types of files to synchronise are also fully supported. Figure 4: 5DRIVE User Settings The option setting can be changed after the event, but once established there is normally no need for users to make changes again. Once a copy or move to the 5DRIVE Cloud has been initiated the 5DRIVE app launches a monitor so that users can see the progress of the synchronisation service. Where the user has also selected to backup files to 5DRIVE then monitor also shows the progress of the backup. Once each is complete the screen displays the synchronisation status as complete. As with the backup and briefcase synchronisation process, the professional version works the same and can be set up to update 5DRIVE automatically a changed/updated file has been completed or via a periodic scan. This process can also be scheduled so that it s completed at certain times of day, for example late at night when the device may be idle. Each items that is stored by 5DRIVE when viewed in a file manager is given a small icon to denote to the user that this particular folder or file is stored on 5DRIVE, as can be seen on the image below: 5DRIVE Storage Icon Each PC or MAC can manage multiple 5DRIVE accounts so that different organisational structures
Commercial in Confidence 5 can be supported, a user can then simply log in to the User account they wish to use. Each user account is charged separately. Figure 5: 5DRIVE users can operator multiple accounts The 5DRIVE Professional Cloud Storage Service provides a variety of capacity options, but in each instance the backup service has been included at a reduced rate for G-Cloud customers buying the Professional Storage which offers UNLIMITED backup capacity per user, plus Backup for up to 5 computers for each user. This means that users personal or home computers can be backed up and creates greater value to each user, knowing that 5DRIVE can look after all their Backup needs. The capacity pricing structure is detailed later in this document but ranges from 500GB to 5TB and above per user, each at a fixed annual charge with no additional charge for data transfer (other than the users internet connection). 5DRIVE Personal Storage provides the following: Fixed annual cost Cloud Storage based on a cost per guaranteed capacity per user. Team Folder options with additional security and collaboration features wherever the user accesses the service. Easy to deploy one software application for all 5DRIVE Services (Backup, Briefcase and Professional) and is simple to use mouse click to push to the Cloud and click to share and collaborate via the web. Documents, Spreadsheet, Music, Video, etc. all compatible across all 5DRIVE clients Options to maintain local as well as Cloud copies No data transfer charges for the most cost effective on-boarding All You Can Eat Backup 5DRIVE offers unlimited backup capacity for an all-in-one price, which ensures effective budgetary control as costs cannot start to spiral as remote data grows. Unlimited 5DRIVE Backup for up to 5 computers Lowest Administration Cost each user account is only invoiced annually, therefore reducing the administration costs for the department in managing various metered charges in a monthly basis. This will eliminate the department from effectively having another mobile phone type invoicing regime to manage.
Commercial in Confidence 6 Secured the 5DRIVE service is hosted in UK data centres and all data can be encrypted when written to the 5DRIVE platform. Accessible 5DRIVE service can be accessed from ipad, Android and Blackberry devices. Allowing near instantaneous access during times of remote working. Multiple Versions 5DRIVE Backup Service maintains up to 30 versions of each file, allowing users to recover previous versions in a controlled fashion. 1.3 EXAMPLE USE CASES 5DRIVE Professional Storage Service is suitable for: Customers that require a secure repository to synchronise files and folders to the cloud and then to allow access from alternate devices, including mobiles and tablets. The ability to share folders with Teams for collaboration and remote working. Supports the organisational structure where executive management may want staff to have access to read active files but no amend. With other files that users can contribute to. Customers who have remote offices that requirement to share data with other offices via the Cloud and also have those files backed up, rather than having to install and maintain complex remote file servers and backup solutions. Customers who want all the features of the 5DRIVE Personal and Backup Cloud Solution within a single solution. 1.4 TECHNICAL FEATURES 5DRIVE Personal Cloud Storage provides the following features: Cloud Optimised Storage online storage capacity the Professional Storage uses a range of industry leading hardware and software solutions combined to a range of proprietary front end Cloud delivery services. 5DRIVE was specifically designed for Cloud storage and provides inherently secure and scalable data capacity, with an easy to use agent. Standards based connectivity accessed via standards based client software which resides on PC or MAC and apps for mobile devices. This provides a more consistent and reliable solution compared with traditional CIFS and NFS based produces and provides cross platform support. Automated Data Transfer means that customers will always maintain a synchronised Cloud drive with no need to worry about having to run copy jobs to move data to the Cloud. Once files are stored within 5DRIVE s Cloud Storage infrastructure, these can be share via the 5DRIVE Web Portal The Business Pro version of 5DRIVE allows for greater collaboration, with Team Folder Management. Flexible Protection levels: Protection data is written across multiple devices, disks and storage processing nodes to ensure that data remains available even if a device, drive or node should not be available Drive into the Cloud A Cloud Drive appears within the users File Manager and options to send folders to 5DRIVE Cloud, once nominated then 5DRIVE maintains them in the Cloud, thereafter. As with any network drive data should be backed up a regular basis, which can be performed automatically by 5DRIVE Cloud Backup Services. 5DRIVE Professional allows users to specify the priority level for each file type, for example documents and presentation may take priority over music files when pushing these to the Cloud. File Exceptions users can also decide which file types not to have automatically managed in the Cloud.
Commercial in Confidence 7 5DRIVE Professional is accessible from ipad, iphone, Android Phone and Tablet using the 5DRIVE App (from Apples App Store and Google Play), to provide users with constant access to their Cloud files regardless of platform. The Blackberry and other smartphones a specific mobile web site provides access to all folders and files as if from a mobile app. Client applications are available for Windows PC, MAC and Google Chrome a list of supported platforms is included in this service description document. 2 INFORMATION ASSURANCE 2.1 SECURITY IMPACT LEVELS We believe the 5DRIVE Personal Cloud Storage Service, with its 256bit Encryption is suitable for IL0 and IL1 data, with the potential to develop an IL2 and IL3 solution should demand dictate. All datacentres (locales) are highly resilient and have been assessed by 5NINES to provide the concurrent maintainability required of a Tier3 data centre. The data centres are in the UK. 2.2 CONNECTIVITY AVAILABLE Connectivity via the internet is standard. 3 ON-BOARDING AND OFF-BOARDING USERS 3.1 ON-BOARDING NEW USERS New customers will usually be granted access to the service and issued with a link to download client side software within 3 working days for up to 100 users, 5 working days for 101 to 500 users and 7 working days for more than 500 users when registered at the same time. Adding new additional users will be granted access within 2 working days. 5NINES offers a rapid adoption service which is available on request and may be subject to an additional Project Management charge. Each user will be allocated a 5DRIVE Professional Account based on their email address, as notified to 5NINES by the procuring organisation, or via a direct user purchase via our e- commerce website. The user will be issued with a unique password which the user will be required to change at first login and prior to commencing the backup process. Passwords can be changed by the individual user at any time. For G-Cloud buyers requiring in excess of 100 users to be added at any one time to the service, then 5NINES is able to accept a CSV file containing user ID s and will import then to 5DRIVE and automatically create new user accounts. Users will then be notified by email that their 5DRIVE account is active. A default password will be issues to each authorised user, which they will be expected to change when accessing the service thereafter. 3.2 OFF-BOARDING EXISTING USERS Should the customer decide to terminate the 5DRIVE supply agreement with 5NINES, then it must be terminated at least 28 days prior to the annual automatic service renewal. Each user will then have 28 days to recover their backup files to their PC or MAC via the 5DRIVE portal. Should a user require assistance this will be provided by the 5DRIVE help desk which is provided free of charge. The creation of additional specific removable media for the offboarding process may attract additional charges, however as our clients have access to the service via an FTP or SFTP site the data migration should be a relatively simple task and can be undertaken directly by the client. 5DRIVE ensures all of the customer s data is deleted after service termination.
Commercial in Confidence 8 4 PRICING Capacity & Cost Per Annum Service Description 500GB 1000GB 1500GB 2000GB 5DRIVE Professional Cloud Storage 89.90 109.90 139.90 179.90 5DRIVE Combined Backup 30.00 25.00 19.95 FREE G-Cloud Total 119.90 134.90 159.85 179.90 All charges are exclusive of VAT, which is charged at the prevailing UK rate at the time of invoice. Setup of Security Structure is 150 per Folder. Full Client Branding which replaces the 5DRIVE branding with our customers logo, name, etc. (If required) 12,250 minimum user licence required. 5 COMPETITVE ANNUAL PRICE COMPARISON In preparing the G-Cloud pricing model, 5NINES undertook extensive market analysis in order to establish 5DRIVE as competitively as possible. However our research found that our UK hosted Cloud Storage solutions did not provide the Team Folder sharing and security functionality offered by the 5DRIVE Professional Range. However, even with 5DRIVE Pro s additional functionality which is not offered by others, 5DRIVE remains extremely cost effective. The table below shows how personal Cloud Storage may be being charged by other G-Cloud suppliers. This is for illustrative purposes only but has been designed to be used as a template by buyers to help examine the real cost of Personal Cloud Storage offerings. Capacity Backup Based on 0.35p per GB per month Based on data transfer charge of 0.12p per GB Total Annual Charge Therefore Cost per 100 Users 100GB Annual Charge 420.00 14.88 434.88 43,488 200GB Annual Charge 100.00 148.00 849.76 84,976 400GB Annual Charge 200.00 296.00 1,739.52 173,952 The above table has been prepared in order to help buyers understand the cost variance between the 5NINES 5DRIVE Fix Cost proposition verses a cost per GB on a real world, annualised basis, in Year 1. In creating this table the following methodology was adopted for calculating the price examples a Personal Cloud Storage Service charging at say 0.35p per GB per Month plus data transfer charge of 0.12p per GB, which in the first year will be at least equal to the size of the Storage Capacity, plus a 2% per month changed data rate multiplied by the data transfer charge. Based on these examples alternative suppliers would only be able to store 2GB for the same cost as 5DRIVE.
Commercial in Confidence 9 On an annualised basis serving 200 public sector Personal Cloud Storage clients each with a 100GB capacity 5DRIVE provides a compelling commercial proposition as the total cost would be compared as follows: Annual Capacity 200 x 5DRIVE Personal Cloud Storage Supplier A for 200 users charging 0.35p per GB per month plus data transfer charges 5DRIVE Percentage Savings for G- Cloud 100GB 17,980.00 86,976.00 79% 200GB 17,980.00 169,952.00 89% 400GB 17,980.00 347,904.00 95% 5NINES has enhanced its offer to G-Cloud buyers by including the 5DRIVE Cloud Backup Service with an additional discount, when bundled with the 5DRIVE Personal Cloud Storage solution. With 5DRIVE Professional each user can Backup up to 5 PC s, therefore providing a potential savings of over 150. Therefore, using the combined savings (as published on the 5DRIVE Cloud Backup Service Definition) the additional savings to G-Cloud buyers are even more advantageous. 6 SERVICE MANAGEMENT DETAILS An experienced Service Delivery Manager (SDM) will be assigned to each customer and will be responsible for the on-going customer relationship. The SDM will also provide assistance with reporting and incident escalation. 7 SERVICE CONSTRAINTS 5NINES will adhere to the following in terms of maintenance windows: 7.1 PLANNED MAINTENANCE Planned maintenance means any pre-planned maintenance of infrastructure relating to the service. 5NINES shall provide the customer with at least 24 hours advance notice of any such planned maintenance. Planned maintenance of the infrastructure relating to the service shall be undertaken between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. Planned maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting. 7.2 EMERGENCY MAINTENANCE Emergency maintenance means any emergency maintenance of any of the infrastructure relating to the service. Whenever possible, 5NINES shall provide the customer with at l east six hours advance notice. Whenever possible emergency maintenance of 5DRIVE infrastructure will happen between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK local time) on Saturday and/or Sunday, unless there is an identified and demonstrable immediate risk to a customer s environment. Emergency maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the monthly service reporting.
Commercial in Confidence 10 8 SERVICE LEVELS Activity Incident Response Initial response and update frequency Update methods Incident review Response Auto email response with access to online portal Within two hours, and every 8 hours thereafter Auto email FAQs via online portal 9 TRAINING A range of user and administrator manuals, tutorials and FAQs are available online. 10 ORDERING AND INVOICING PROCESS Billing for the 5DRIVE Professional Cloud Storage Service is annually in advance. Payment can be made via the following methods: Organisation Purchase Order (either direct or via ProcServ), Direct Debit, Debit / Credit Card or BACs. 11 TERMINATION TERMS A customer may terminate the contract by providing 5NINES with not less than 30 days advance notice in writing. At the point of termination, all customer data will remain available for the 30 day notice period to enable the customer to recover data. A valid paid up subscription must be in place at all times, including the notice period. Failure to maintain a fully paid up subscription will mean 5NINES has the right to suspend the service. If the service is terminated prior to the anniversary of the contract the customer shall not be entitled to any refund of the remaining balance. At the expiration of the 30 day notice period all relevant accounts and access will be permanently deleted and data will be permanently destroyed. Full Terms and Conditions for both parties are set out on the 5NINES website: 99999.co.uk G-Cloud Page (Please click the link for access) 12 CUSTOMER RESPONSIBILITIES The customer is responsible for: i. Download and installation of the PC, MAC or Mobile Application ii. Selecting the folders and files to be maintained in the Cloud iii. Ensure that the 5DRIVE client is initialised and active at least once every 28 days on every 5DRIVE managed device in order to maintain the service iv. Maintain awareness of the service with the Customer organisation v. Ensure users are able to access 5DRIVE Service, Support, FAQ and Tutorial web pages and the Portal vi. Provide Security Folder Structure to 5NINES in order for 5NINES technicians to setup and maintain.
Commercial in Confidence 11 13 TECHNICAL REQUIREMENTS Supported Clients Windows Vista, Windows 7, Windows XP Apple OS X 10.6+ Google Chrome OS Apple ipad, iphone and itouch ios4.3+ Android Tablet and Phone - Version 2.2+ Mobile Site Designed for WebOS, Windows Phone & Blackberry @ m.5drive.co.uk