Contents Scope of this Document... 2 Product Overview... 2 Virtual Data Centre and VDC Dedicated Infrastructure... 2 Service Levels... 3 Severity and Support Response Times... 4 On-boarding... 5 Incident Support... 7 Service Operation... 8 VDC Professional Services... 9 Colocation Services... 9 Further Information and Support... 9 Document version: 1.0 Published: 08 January 2015 1
Scope of this Document The purpose of this document is to detail the support services available for Unified Computing (UCOMP) technical products and to define the service functions, parameters and limits. Product Overview Unified Computing offers an integrated solution of private and public networking, multi-tenant and single tenant Virtual Data Centre services, and colocation. These are provided as standardised building blocks to facilitate the delivery of almost any infrastructure requirement. The Infrastructure product portfolio consists of three key areas. Virtual Data Centre Interoute s scalable, fully automated Infrastructure as a Service (IaaS) solution. The service enables the provision and management of compute, storage and network resources from multiple, interconnected VDC Zones. The VDC service can be managed through the VDC Control Centre (a GUI that is accessed through myservices.interoute.com) and also via a RESTlike API. VDC Dedicated Infrastructure The Dedicated Infrastructure option provides single tenant infrastructure within VDC that delivers guaranteed levels of performance and an isolated physical environment. Dedicated Hypervisors & Private Clusters The Dedicated Hypervisor option provides the ability to provision a single tenant CPU and RAM cluster, placed under customer control using the standard VDC GUI and API tools. Dedicated vfilers The Dedicated vfiler option provides a logically separated storage virtual machine within the VDC platform. The customer has full control of the features of the vfiler, enabling advanced SAN and NAS functionality. Colocation Colocation services provide a managed physical data centre facilities platform for customer implemented hardware. Virtual Data Centre and VDC Dedicated Infrastructure The VDC Infrastructure as a Service (IaaS) and VDC Dedicated IaaS products can be delivered with several support options that allow customers to select the level of operational responsibility required. The service offerings are: Self Care VDC Self Care is the baseline self-service support level for VDC. Interoute provides an on-demand infrastructure product, which is implemented and supported by the customer using the user interface, API and tools provided by Interoute. Interoute provides user documentation, how to guides, and white papers at http://cloudstore.interoute.com. Live Chat is an instant messaging service for advice and assistance with VDC, staffed by Interoute engineers Interoute provides 24/365 support for the VDC platform that provides the virtual hardware for the customer s deployment as well as support for the VDC user interface. Interoute does not provide support for services deployed on VDC, those remain the responsibility of the customer. 2 2
Assist VDC Assist provides implementation and operational assistance functions and is designed to augment the customer s technical expertise for creating and maintaining resources in the customer's VDC. VDC Assist service is not currently available. It will be launched during 2015. VDC Assist: Implementation assistance VDC Assist offers pre-packaged professional services such as building virtual architectures of virtual machines, networks and storage volumes to support particular use cases (for example, web server clusters or database clusters). VDC Assist: Operational assistance VDC Assist offers assistance with day-to-day operation of the VDC platform, through access to VDC specialists available during business hours. The following options are available: Token-based assistance, subject to a capped number of requests that can be made per month. Unlimited, prioritised assistance, with an unlimited number of requests. Managed VDC Managed provides a managed implementation of virtual machines, networks and storage. In addition Interoute support the day-to-day operation of virtual machines by providing monitoring of server connectivity, operating system administration, and infrastructure capacity,, according to an agreed pre-defined schedule. Interoute maintains the environment by implementing system update patches, anti-virus updates, and managed system and data backup. Incident management is provided to restore data and recover VMs to the state of a standard Interoute build plus any changes which have been made to the system state. Service Levels Service Feature VDC Self Care VDC Assist VDC Managed Live Chat Monday - Friday 09:00-19:00 CET Not required managed by Interoute Platform Support OS Support Support Hours 24/7/365 Backup Recovery Point Objective (Note 1) Backup Recovery Time Objective (Note 2) EBS Snapshot recovery 24 hours 4 hours RTO (Note 2) 2 hours +1 hour per 50GB of data recovered Note 1: Recovery Point Objective or RPO is the point in time of the last backup (or snapshot) and reflects the maximum amount of data loss due to the time intervals between backups. Note 2: Recovery Time Objective or RTO is the time required to recover to the most recent recovery point backup or snapshot. 3 3
Severity and Support Response Times For detailed information on service levels and obligations, please see the appropriate legal schedule. Severity P1 critical P2 moderate P3 minor P4 request Situation Critical loss or degradation of service Moderate loss or degradation of service (Services impaired but working) Minor impact to services (Services generally functioning) Question or request Initial Response (Note 1) VDC Assist Managed Not available < 2 hours <1 hour <4 hours <3 hours <2 hours <8 hours <6 hours <4 hours Interoute Action 3 Continuous effort 24/7 Customer Requirement Named contact; Allocation of technical resources 24/7 during action Named contact; Continuous effort Allocation of technical 24/7 or 0800-1800 resources 24/7 or 0800-1800 CET, according to CET during action (according customer request to customer request) 0800-1800 CET effort Named contact <48 hours (Note 2) N/A Named contact Note 1: Interoute may downgrade the severity level if the customer does not provide adequate resources or responses to enable Interoute to continue with the resolution process Note 2: P4 requests are only handled between Monday to Friday, 09:00-19:00 CET. 4 4
On-boarding On-boarding is the set of steps required to implement an IT solution into the VDC platform and make it ready for its intended use, whether for production, testing or system development. The following sections define the standard services for on boarding. Compute & Storage Infrastructure Service Feature VDC Self Care VDC Assist VDC Managed Guidance - VM Deployment Option IP Address Configuration Option Storage Volume Deployment Option Operating System Patching Configuration Option Anti Virus Configuration Option Monitoring Configuration Option Server Backup Configuration Option Note: All Options within VDC Assist are chargeable. On-boarding: Compute & Storage Service Feature Definitions Guidance The guidance feature provides Self Care and Assist customers with guidance on how to use the VDC user interface to build and configure servers, networks and storage as well as answer questions on software licensing and billing, and techniques for importing existing images or virtual servers. VM Deployment The VM deployment feature will deploy and configure virtual machines, such as Windows Server or Redhat Enterprise Linux, using the standard templates available within VDC according to the customer s requirements and within the technical standards of the product. This service includes configuring the CPU, RAM and 'root disk' storage volume for the operating system, and joining the server to a network within VDC. No configuration of the operating system is performed. IP Address Configuration The basic IP address settings of the network will be configured to establish logical connectivity. Storage Volume Deployment This feature involves deploying storage volumes from the data storage products available, and attaching virtual disks to VMs according to the customer s requirements and within the technical standards of each product. Monitoring Configuration Monitoring will be implemented and configured for: Virtual hardware capacity: monitoring the use of the virtual hardware resources in deployment. This includes CPU, RAM, storage and network connectivity. Operating System services: monitoring core system services associated with the operating system. All monitor alerts generated by the system are sent to: 5 5
Interoute s operations centre for VDC Managed. a customer-specified contact for VDC Self Care and VDC Assist Server Backup Configuration The backup service performs a backup of the OS system and the customer's data using backup client software. Backups are performed at a file system level, and the customer may configure which storage drives and folders are included in backups. Transactional files used by applications such as databases or hibernation memory can be backed up, but restoration can only be guaranteed for files that are in a dumped and closed state before the backup operation starts. The backup schedule performs a full backup weekly and a cumulative (incremental) backup every other day. The full backup images are stored for four weeks in a secure data centre facility. Daily incremental backups are stored for two weeks. Operating System Patching Configuration Interoute implements a patch management infrastructure for Redhat and Microsoft Windows VMs. A fully automatic Patch Management schedule is configured on Windows and Redhat Linux servers to provide Security and Critical patches to servers during maintenance windows. Feature Packs, Service packs and other updates are not included in the standard service. Custom patch management is available as an add-on professional service. Anti Virus Configuration Anti-Virus management is included for all Windows-based VMs. This feature works using a best in class anti-virus application installed on VMs and is managed using a centralised system. This system is used to report on the signature status of VMs providing updates when necessary. Network Infrastructure Service Feature VDC Self Care VDC Assist VDC Managed Network Deployment Option Load Balancer Configuration Option Firewall Configuration Option Port Forwarding & NAT Configuration Note: All Options within VDC Assist are chargeable. Option On-boarding: Network Feature Definitions Network Deployment The network deployment feature involves deployment and configuration of network subnets within VDC for VMs to connect to, with allocation of IP addresses according to RFC 1918 for Classless Inter-Domain Routing (CIDR). This service also includes the allocation of public IP addresses for Internet access. For networks connected to an MPLS VPN or Internet access connection, these will also be configured. Load Balancer Configuration This feature involves configuration of load balancing within a VDC network using the native load balancing tools within VDC (not third party software products such as those from F5 or Riverbed, which are available for additional cost) according to the customers requirements and within the technical standards of the product. 6 6
Firewall Configuration This feature involves configuration of firewalling for a VDC network using the native firewall within VDC (not third party software products such as those from CheckPoint or McAfee, which are available for additional cost) according to the customers requirements and within the technical standards of the product. Port Forwarding & NAT Configuration The port forwarding and NAT configuration feature involves configuration of network address translation (NAT) from private IP addresses (RFC 1918) and port forwarding settings, allowing private IP addresses or services to use specific TCP ports (such as port 80 for HTTP traffic) in order to be accessible from the internet. Settings will be configured according to the customers requirements and within the technical standards of the product. Incident Support The following table defines the standard features for incident support. Service Feature VDC VDC Assist VDC Managed VDC Platform Support VDC Specialist Access N/A EBS Snapshot Restore Data Restore Option System Recovery Option OS Incident Management Option Support Feature Definitions VDC Platform Support Platform support provides incident and problem management of the VDC platform. Specifically, this means investigating, troubleshooting and resolving incidents and problems limited to the availability and performance of the platform according to the technical specification, as well as those in relation to the VDC user interface and API. Platform support does not provide support for individual services, such as virtual machines, networks and storage volumes running within a VDC environment. VDC Specialist Access This feature provides customers with guaranteed access to a VDC technical specialist during business operational hours. The technical specialist will be able to provide support of services such as virtual machines, networks, and storage volumes operating within a customer's VDC environment. The service will also provide assistance with backup, patching, anti-virus and monitoring services. The specialist has access to customer s environments to troubleshoot these elements at a platform (hypervisor) level, and the customer may provide him or her with login credentials to investigate VM operating systems. EBS Snapshot Restore This feature involves the restoration of existing storage snapshots to the VDC infrastructure. (Snapshot restorations replace all of the current content of a storage device.) Restorations are requested by submitting a Request Ticket. 7 7
Data restore This feature provides granular restoration (for individual files and folders) of existing data backups to a VM, according to the customer's requirements and within the technical standards of the product. Restorations are requested by submitting a Request Ticket. System recovery System recovery provides a full system recovery to a specific recovery point (backup or snapshot) that is available held on the VDC backup systems. System recovery is requested by submitting a Request Ticket. OS Incident Management This feature provides support for technical incidents associated with the operating system of a virtual machine. A Windows or Linux engineer will troubleshoot the issue and either repair the system or perform a system restore. Incident management can be triggered by an automated alarm from a monitoring function, or by the customer submitting an Incident Ticket. Service Operation Service operation is a service assurance function for VDC. The following table defines the standard features associated with in-life service features of the product. Service Feature VDC VDC Assist VDC Managed Platform Capacity Management Upgrade Assistance Scheduled Backup Scheduled Patching Anti Virus Updates In-life Service Feature Definitions Platform Capacity Management Platform capacity management is a background process operated by Interoute s engineers with the aim of keeping ahead of infrastructure capacity demands and maintaining a consistent service quality for services deployed within VDC. This feature does not provide capacity management or auto-scaling of customer virtual machines. Upgrade Assistance Upgrade assistance provides customers with direct access to a VDC technical specialist during business hours. The technical specialist will provides assistance with upgrades and alterations of services such as virtual machines, networks, and storage volumes operating within a customer s VDC environment. The specialist has access to customer s environments to these elements at a platform (hypervisor) level and the customer may also the specialist with login credentials to make changes to VMs. Upgrade assistance is not provided for software version upgrades of operating systems or applications. Scheduled Backups Scheduled backups are configured to create frequent recovery points that can be used for restoration of customer data and systems. Backups are configured according to a standard backup schedule, according to the customer's requirements and within the technical standards of the product. 8 8
Scheduled Patching Scheduled patching servers are configured for critical and security updates of VM operating systems (Windows and Redhat) according to a standard patching schedule. Note that VM reboots may be required as part of the update process. Anti-Virus Updates Anti-virus signature definitions will be automatically updated on a regular basis, according to the technical specification of the product. VDC Professional Services Training Service Training sessions can be run by an experienced VDC specialist, covering in depth demonstrations on how to use VDC and the associated toolset. These sessions are an add-on optional service Server Migration Service This service is in development. For further details please speak with your Account Manager. Colocation Services Colocation services are delivered with Hands & Eyes assistance that puts the customer in contact with an engineer within the data centre facility. The engineer can perform basic tasks to assist with the customer s hardware, such as: Soft Reboot/power cycling of customer equipment. Toggle or cycle a switch or button on customer equipment. Verify, add or remove a demarcation label. Ensure cables are secured. Relay status of customer equipment LEDs under direction of the customer. Report a serial number attached to customer equipment. Provide visual verifications to assist during the customer's troubleshooting. Provide escort services to and from the cage/cabinet. Take delivery of hardware and provide temporary storage (subject to availability). Further Information and Support For product queries please consult your Account Manager. For further features and description of products, refer to the website: http://cloudstore.interoute.com 9 9