Your business risk. Expertly managed.

Managed Services for SQL-based Applications Your business risk. Expertly managed. Best-in-class managed services solutions for clientowned infrastructures

Insite Managed Services for SQL-based Applications Your business risk. Expertly managed. Expertly managed solution comprising secure hosting of client-owned infrastructure and a full suite of operational support and risk management services Enables clients to focus on core business activities and revenue generation by managing the risk of application failure Cuts the cost and worry of finding and retaining highly specialised IT skills Delivers industry leading application availability Cost savings and improved application availability Insite has tailored its service to suit our needs we have saved money through not having an under-utilised expert in-house and improved the availability of our finance systems to VSO staff worldwide. Kate Brown, Systems Accountant, VSO VSO is the world s leading independent international development agency 2

What are Managed Services for SQL-based applications? Insite Managed Services enable clients to leverage the power of their business systems and focus on core business activities whilst benefiting from cost savings and industry leading application availability. The solution is based on quarterly fees, which include 24/7 proactive monitoring, 24/7 operational support and secure hosting of client-owned infrastructure required to deploy SQL-based applications. Managed Services contracts usually have a minimum duration of three years. Insite takes total responsibility for technology platforms on which SQL-based applications are dependent, highlighted in blue in the diagram below: The comprehensive scope of Insite s Managed Services The client s software implementation partner takes care of the core application, while Insite manages the IT infrastructure and underlying Microsoft technologies on which it depends. In addition, Insite works proactively with the software implementation specialist to maintain optimal application performance. 3

Why consider Managed Services for SQL-based applications? Managed Services benefits If you ve invested in a business-critical application then you will know it is a flexible, feature-rich system that delivers significant business benefits including an impressive return on investment. However, those benefits are quickly eroded if the system becomes unreliable or fragile. To get the best from your critical application it is imperative that: It is deployed using a fit-for-purpose platform comprising correctly specified hardware, software and network connectivity Those responsible for its support have detailed knowledge of Microsoft technologies on which it depends and interacts, for example Windows Server 2012, SQL Server 2014 and SharePoint 2013 A robust service level agreement is in place, which includes guaranteed availability, response times, fix times and problem escalation when necessary. Most internal IT departments have the capability to deliver a wide range of general support, but lack in-depth expertise required to effectively support complex business applications. Insite solves this problem and manages business risk by providing Managed Services. Clients have peace of mind and can concentrate on their core business as Insite takes total responsibility for the availability and performance of their critical systems Clients have access to a team of experienced specialists ensuring that IT resources never become a bottleneck Insite delivers all ongoing support as as described in detail in our Key Features section, pages 6-11. Confidence in systems Working with Insite gives me confidence. They manage our systems as I would expect, which in turn gives all our 550-plus users confidence in our systems, our business, and its capability to deliver. Mark Skidmore, IT Infrastructure Manager, Tarmac Building Products Tarmac is the UK s largest supplier of heavy building products 4

Manage the risk of critical system failure with an on-premise or off-premise managed service Do you want to locate your clientowned infrastructure on-premise, or host off-premise at the Insite data centre for enhanced security and peace of mind? Either way, Insite Managed Services will help you mitigate the risk of critical system failure through a comprehensive set of platform-level benefits and risk management services. Our diagram below shows the benefits very clearly. 5

Key features of Insite Managed Services for SQL-based applications Expert Support Insite has a deep understanding and considerable experience of the technologies on which these applications are dependent, such as Active Directory, SQL Server, SQL Reporting Services, SharePoint Server, and Windows Server. As importantly, we have an unrivalled knowledge of how business applications interact with technology platforms, which reduces incident resolution times to a minimum. 24 x 365 Service Desk Insite provides a 24/7 Service Desk where IT-related issues can be logged. Issues can be logged by phone, email or through the support portal. Incidents are prioritised and assigned to the appropriate resolver group 24 hours a day. the appropriate resolver group 24/7 Priority Definition Response Fix Cover Time Time Hours CRITICAL Complete application failure or major 30 minutes 4 hours 24 x 365 (P1) disruption to normal business operations HIGH Partial application failure or a fault which affects all users at a single 2 hours 6 hours 08:00 to 18:00 (P2) location causing significant disruption to business operations Monday to Friday MEDIUM A fault that affects a workgroup with little 4 hours 10 hours 08:00 to 18:00 (P3) effect on normal business operations Monday to Friday LOW A fault that affects individual users that does 8 hours 16 hours 08:00 to 18:00 (P4) not have any impact on normal business operations Monday to Friday QUICK Password resets, thin client 15 minutes 30 mins 08:00 to 18:00 ASSIST session resets, etc. Monday to Friday Service Level Agreement Insite operates a robust, dependable service level agreement to ensure that your critical systems are always available. Application Availability Insite guarantees and achieves monthly application availability of >99.95% for SQL-based applications.* Response and Fix Targets The table above details the response and fix targets for Insite Managed Services. Disaster Recovery (Extra cost option) Insite guarantees the following for Disaster Recovery systems: Recovery Time Objective (RTO) of four hours Recovery Point Objective (RPO) of less than five minutes. Issues can be logged by phone, email or through the Insite support portal. Incidents are prioritised and assigned to the appropriate resolver group 24/7 *For resilient infrastructure deployments with no single points of failure. 6

Key features continued 24 x 365 Monitoring and Alerting An acute awareness of application and system health is required to deliver market-leading standards of support. Insite uses a best-of-breed toolkit to continuously monitor application performance and the platforms on which applications are dependent. User Experience Monitoring (Cost option for on premise Managed Service) Insite utilises Dynatrace Synthetic Transaction Monitoring to continuously measure the end-user experience at 10 minute intervals. A benchmark is established by measuring the duration of thin client and application logins. Thereafter, 24/7 alerts are raised if a login process fails to complete or if login times exceed the benchmark by 30%. Windows Server Monitoring Insite employs SolarWinds Server & Application Monitor (SAM) to continuously monitor server thresholds and Windows services on which applications are dependent. 24/7 alerts are raised if thresholds are breached or if services become unavailable. SAM is integrated with HP Systems Insight Manager (SIM) and raises 24/7 alerts if hardware components fail or when error conditions occur. Network Monitoring Cisco Prime is deployed to monitor Insite s Cisco Nexus core switches and edge switches. 24/7 alerts are raised if operational thresholds are exceeded or if error conditions manifest on any network port. Windows Event Log Monitoring Power Admin from PA Server Monitor is used to identify and alert on Windows event log errors, drawing attention to individual problems before they compound into something more disruptive. Synthetic Transaction Monitoring continuously measures the end-user experience at 10-minute intervals to ensure that application performance benchmarks are maintained All infrastructure is monitored 24/7 in granular detail using best-of-breed software. If thresholds are breached or error conditions are detected, alerts are raised automatically 7

Key features continued Security/Compliance SIEM/Protective Monitoring (Cost option for on premise Managed Service) Security Incident and Event Management, or Protective Monitoring, greatly enhances an organisation s awareness of cyber threat by alerting on attacks in real time. Insite utilises LogRhythm SIEM 2.0 to provide the following state-of-the-art protection: Feature Threat File Integrity Monitoring Registry Integrity Monitoring Security Log Alerting Behaviour Anomaly Detection Zero hour virus infections Unauthorised changes by malware or malicious persons Attempts to gain unauthorised access to systems Brute force attacks LogRhythm automates compliance with ISO 27001, PCI-DSS, SOC-2 and IL3 by using a powerful threat analytics / log correlation engine to audit tamper-proof copies of security logs, from servers and security appliances, in real time. Alerts are raised if a suspicious combination or sequence of events is detected. Vulnerability Assessments Insite uses Security Center Continuous View from Tenable Networks to provide quarterly vulnerability assessments of infrastructure under management. Malware, out-of-date software, missing updates and patches are identified and classified as Critical, High, Medium or Low vulnerabilities. Security Accreditations Insite is ISO 27001:2013 accredited by a certification body approved by the United Kingdom Accreditation Service (UKAS). Insite is also Impact Level 3 (IL3) certified by the Cabinet Office to host confidential Government systems and approved for connection to the Public Services Network (PSN). In addition, Insite is Cyber Essentials PLUS certified in accordance with the UK Government standard developed as part of the UK s National Cyber Security Programme. Secure Infrastructure Hosting Production infrastructure is hosted at Insite s Tier 3 data centre located in Kent. The production data centre has been Impact Level Three accredited by the Cabinet Office to host confidential Government systems. 8 Disaster Recovery infrastructure is hosted at a Tata Tier 3 data centre located in Buckinghamshire. Secure Internet Connectivity Business-critical applications can be securely accessed using the Internet. Non-stop Internet access is assured by: High capacity, multi-homed Internet connections from different Internet Service Providers Clustered EAL-4 firewalls, which comprehensively protect all infrastructure under management Cisco Intrusion Detection Sensors, which protect against complex attacks, automatically killing connections if suspicious activity is detected Clustered AEP Netilla appliances, which provide secure browser based access to Citrix or Terminal Server desktops for any authorised user with an Internet connection Tenable Passive Vulnerability Scanner, which continuously monitors network traffic to eliminate blind spots by identifying vulnerabilities and threats in real-time. Server Patching/Updates Insite is responsible for applying hot fixes, security updates and service packs within a maintenance window agreed in advance. Significant updates and service packs are tested in advance, using isolated test environments, before they are applied to production infrastructure.

Key features continued Application Performance Reviews Insite undertakes capacity planning to identify bottlenecks and to propose system upgrades required to maintain optimum application performance. Windows performance counters are used to assess workload and capacity of server infrastructure. SQL Server Dynamic Management Views are used to identify missing indexes, blocks, deadlocks and slow SQL code. Insite works with application partners to permanently resolve application performance issues. SQL Database Administration Shared Storage and Backup Insite provides shared storage required by high availability SQL database clusters. Shared storage is provisioned using high performance 3PAR 7440 arrays, configured with solid-state disks drives (SSD). Storage arrays are connected to servers using fibre channel to guarantee consistent, optimum application performance. Insite s Enterprise backup services utilise HP Data Protector and high capacity Ultrium tape libraries. Tape libraries are connected to storage arrays using fibre channel to facilitate high-speed fabric level backups and restores. Insite is responsible for all SQL database administration including configuration and daily validation of maintenance plans and backups. Daily or weekly SQL maintenance plans manage hourly transaction log backups, full backups, integrity checks and database re-indexing. Change Management Insite takes responsibility for all changes to production platforms. Insite uses ITIL best practice to ensure that changes are made in a controlled way to minimise the risk of business disruption. Change Requests include a regression path and are authorised by both parties before being scheduled for implementation. Secure Hosting Insite hosts client-owned infrastructure at its Tier Three data centre in Kent. The data centre includes the following features: Partitioned server suites to maintain power, fire and environmental isolation N+1 power supplies N+1 close controlled air-conditioning FM-200 waterless fire detection and extinguisher systems Grade three Intrusion Detection System, CCTV and proximity detection, monitored 24/7 Cisco Nexus IP backbone Gigabit connections to multiple Internet Service Providers The data centre is Impact Level Three accredited by the Cabinet Office to host secure government systems. Insite undertakes application performance reviews and capacity planning, and also works with application partners to permanently resolve application performance issues. 9

10 reasons to engage Insite Ownership - Insite takes total responsibility for availability and performance enabling its clients to focus on their core business and develop competitive advantage by leveraging the power of their business systems Business-critical ethos - we understand the need for critical systems to be constantly available; highly pro-active support is focused on application availability as well as infrastructure maintenance Secure - ISO 27001:2013 accredited by the United Kingdom Accreditation Service. IL3 and Cyber Essentials Plus accredited by the Cabinet Office and UK Government Industry leader for business-critical Private Cloud solutions - Managed Services and Private Cloud Specialist Not a one size fits all volume player - we only engage when there is a good technical and cultural fit Deep skills and mature processes - highly demonstrable, market-leading pedigree with Microsoft Dynamics, SunSystems and other businesscritical applications dependent on Microsoft SQL Server 10

State-of-the-art infrastructure - consisting of 3PAR high performance storage arrays supporting a hybrid of physical and virtual servers dedicated to the exclusive use of each client Cost effective - compared to procuring infrastructure and retaining skills in-house, Insite Managed Services can provide costs savings of up to 30% Stress-free support - Insite Managed Services ensure that personnel never become bottlenecks and clients do not have the bother of recruiting, training and retaining expensive IT resources Passionate and effective - Insite is an agile business with an exceptional pool of technical talent. We are passionate about what we do and take the utmost care of our clients. Most importantly, we do not suffer from the apathy often associated with our peer group. Trust, continuity, success Our services operate seven days a week and have 40 million visits per annum, so we need IT services that are responsive and robust. Our chosen partner is Insite and they have been an important and trusted part of our business continuity and success. Peter Bundey, Deputy Managing Director, GLL (Greenwich Leisure Ltd) GLL is the largest operator of public sports and leisure facilities within London, managing over 130 centres across the region 11

Member of SN Registrars (Holdings) Ltd Why Insite? It all comes down to a single word: trust Major organisations trust Insite to run the mission-critical ERP, CRM and Finance systems on which their operations, revenue and reputations depend. Talk to us about how we can manage your business-critical application and risk. Call 01892 686 000 now. Insite Ltd. Insite Data Centre, Unit 21, Chapman Way, Tunbridge Wells, Kent TN2 3EF www.insite-europe.co.uk Telephone +44 (0)1892 686 000 Email enquiries@insite-europe.co.uk ISO27001:2013 8327 Copyright 2015 Insite Corporation. All rights reserved. Issue 2015-10