G-Cloud 6 Cloud Storage Service Definition 1
Table of Contents 1 Service Definition (Technical Service Overview) 1.1 Overview 1.2 Trial 2 Service and Process 2.1 Service Provisioning 2.1.1 On-boarding 2.1.2 Training 2.1.3 Off-boarding 2.2 Data Residency 3 Platform and Service Level 3.1 Platform Options 3.2 Backup and Disaster Recovery 3.3 Support Process 3.4 SLA 4 Standards and Compliance 4.1 Information Principles 4.2 ICT Strategy and Greening ICT Strategy 4.3 Open Standards 2
1 Service Definition (Technical Service Overview) 1.1 Overview Grove offers a range of cloud storage solutions, for use either in conjunction with existing solutions (such as Google Apps, Salesforce), or as a standalone solution. 1.2 Trial Trials are available, subject to technical requirements. Please contact Grove for more information. 2 Service and Process 2.1 Service Provisioning 2.1.1 On-boarding The process for implementing a cloud email security solution is as follows: 1. Assess high-level requirements, validate the proposed solution Checkpoint: is there a set of signed agreements in place for the project? 2. Project delivery: a. Planning b. Development c. Testing d. Deployment and handover Grove will work with you and your existing email security / archive provider (where appropriate) to transfer the required configuration and data to the new system. 2.1.2 Training Administrator training is a critical part of any cloud technology solution, and as part of this, the detailed plan will be defined in the projecting scoping phase. The main recommended approaches are: End-user training - Grove will train end-users in a classroom environment (maximum 1:8) Train-the-Trainer - Grove will train trainers, and help to build a lesson plan so that those trainers can deliver the training to their colleagues (max 1:4) End-user training is typically not required. When it is required, Grove can deliver this as above, or assist with creating materials such as videos and flyers for use in the organisation. 2.1.3 Off-boarding To cease the service, contact Grove Support, who will advise on the commercial and technical process to move away from the service. You will retain all your data. 2.2 Data Residency Depending on the solution selected, you have the ability to retain the data in the EU or only the UK, if required. 3 Platform and Service Level 3
3.1 Platform Options Grove is proud to be in a position to offer a number of best-in-breed security products, based on your organisation s requirements. Grove will advise on the best fit for your needs, using our experience from our work with other clients of all sizes. 3.2 Backup and Disaster Recovery Each of the platforms recommended by Grove has its own robust backup and disaster recovery policies, some of these are only available under NDA. Please contact Grove for further information. 3.3 Support Process Grove s Global Network Operations Centre (GNOC) provides premium second and third line support, 24x7x365. Normal internal escalation processes should be followed by end-users with Administrators contacting Grove s GNOC as required. The following process is followed by the support team to resolve / escalate issues. 4
3.4 SLA Grove s typical support response time SLA is as follows: Severity Level Issue Logging Initial Response Resolution Objective P1 Critical business impact or critical loss of service. Issue must be telephone. 75% of calls within Business Hours will be responded to within 1 minute. 25% of calls within Business Hours will be responded to within 3 minutes. Calls outside Business Hours The issue logged will be worked until email flow service is restored or steps required to restore the service have been identified and communicated to you. All support cases received from Customer during each annual support period, a resolution or next steps action plan will be 5
will be responded to within 30 minutes. relayed within next 2 hours. P2 Major or partial loss of service where a work-around does not exist Issue may be telephone or the Support Portal Issues logged will be responded to within 15 min That all support cases during each annual support period, a resolution or an initial next steps action plan will be relayed within 4 Hours. Provided that the customer provides all requested information in timely 1 manner P3 Question or how to queries or minor service impact Issue may be telephone or the Support Portal Issues logged will be responded to within 30 min That all support cases during each annual support period, a resolution plan will be relayed within 6 Hours. Provided that the customer provides all requested information in timely 1 manner P4 - Documentation and enhancement requests Issue may be telephone or the Support Portal Issues logged will be responded to within 1 Business Hour That all support cases during each annual support period, a resolution plan will be relayed within 6 Hours. Provided that the customer provides all requested information in timely 1 manner 4 Standards and Compliance 4.1 Information Principles When Grove helps clients to design technology solutions, information management is always at the centre of our methodology. We help clients to implement solutions with similar aims to the stated Information Principles, such as: 1) Information is a Valued Asset, and 2) Information is Managed Grove helps clients to unlock the value in their data, by giving users access to search for email data through a powerful web-based interface. By helping organisation to avoid email attacks (virus / spam / social engineering), Grove can help you to keep you entire network secure, and therefore keep all your information and data secure on your infrastructure. 3) Information is Fit for Purpose, 4) Information is Standardised and Linkable, and 5) Information is Re-used Grove helps clients to keep their email data up-to-date, by ensuring the the product is configured and tuned correctly to capture all relevant email and attachment data as required. Grove s solutions help clients to re-use data by combining it with other relevant data (internal and external), and presenting this to mobile users in the simplest possible format. 6) Public Information is Published, and 7) Citizens and Businesses can Access Information About Themselves Grove can also design solutions to allow broadcast of data on public-facing sites (or data feeds). Grove will assist and comply with public requests to personal data in accordance with the contractual 1 Should Grove request an action or information from customer in respect to a case, Customer understands and acknowledges that Grove cannot be held accountable for any delay between the request and Customer's response 6
agreements with the client, and relevant legislation. 4.2 ICT Strategy and Greening ICT Strategy Grove is an environmentally-aware company, and strive to ensure green practices at all times, in alignment with the stated Greening Government objectives. Grove will at all times align with the Government ICT Strategy guidelines. 4.3 Open Standards As an organisation which helps clients to pick best-of-breed cloud solutions from multiple leading vendors, Grove will always aim to use open technologies where possible, avoiding proprietary formats and connectors where possible. Grove can provide more details on the applicability of the Open Standards principles to a proposed solution, this will be discussed in the initial project phases. 7