Commercial in Confidence 1 G-CLOUD FRAMEWORK RM1557-vi SERVICE DEFINITION 5DRIVE PERSONAL CLOUD BACKUP 5NINES 5NINES Data Centres Services Service Offered 5DRIVE - CLOUD BACKUP SERVICE with remote access via PC, MAC, ipad, Smart Phones* & Tablets* *see supported devices in section 13 Document Revision: 1.1 5NINES Data Centres Limited 2013
Commercial in Confidence 2 1. OVERVIEW OF THE SERVICE 1.1 OVERVIEW Data protection for PC, Laptop as well as other desktop platforms has been a problem for many years. Making sure mobile data is protected and controlled, given the massive increase in data volumes over time. 5DRIVE Cloud Storage Service is a range of personal storage solutions which includes Backup, Briefcase and Collaboration (Pro) offerings. Details of the briefcase and Pro Cloud Solutions are available by going to 99999.co.uk G-Cloud Page (please click this link for access). The 5DRIVE Cloud Backup service delivers easy to deploy, simply to use and dramatically simplified managed backup of PC and MAC devices. All data is encrypted before transmission to our UK data centres. Backup data can be accessed from an iphone, ipad or Android device as well as from PC or MAC. All backups are established via a downloadable app for Windows, MAC, ios or Android and once setup backups are run in background either over the corporate LAN or an Internet connection. 5DRIVE Backup eliminates the requirement to backup remote devices to the departmental servers which can be unreliable and difficult to manage. 5DRIVE Backup is one element of a range of 5DRIVE services including personal and business Cloud storage. 5DRIVE Cloud Backup Service is charged on a fixed price for All You Can Eat unlimited backup capacity at a simply fixed annual price is not only highly cost effective but also ensures accurate budgetary control, as there is no consumption based charging. An overview of the Backup to the Cloud service is shown in Figure 1: 1.1 FUNCTIONAL DESCRIPTION Figure 1 5DRIVE Cloud Backup Platform 5DRIVE provides a secure and scalable backup service, capable of handling the constant data growth experienced on PCs and MACs. Remote user devices are frequently not backed up and run the risk of significant data low and operational impact in the event of remote device failure or even complete loss. The 5DRIVE Cloud Backup Service provides UNLIMITED backup capacity per user, as well as multiple devices per user, all for a single annual subscription. 5DRIVE provides the following: All You Can Eat Backup 5DRIVE offers unlimited backup capacity for an all-in-one price, which ensures effective budgetary control as unknown consumption costs will not start to spiral out of control as remote data grows. Lowest Administration Cost each user account is only invoiced annually, therefore reducing the administration costs for the department in managing various metered char ges in a
Commercial in Confidence 3 monthly basis. This will eliminate the department from effectively having another mobile phone type invoicing regime to manage. Secured the 5DRIVE backup service is hosting in UK data centres and all data is encrypted when written to the 5DRIVE platform. Accessible 5DRIVE backup 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. 1.2 EXAMPLE USE CASES 5DRIVE Backup Service is suitable for: Customers that require a secure repository to store PC, MAC and Laptop data for backup and remote access purposes. Customers which have small remote offices with modest data requirements and wish to back up to the Cloud, rather than having to install and maintain complex backup solution Customers wishing to copy data to the Cloud and do away with the need for storing data on risk prone USB storage devices (keys) Customers that wish to access their backed up files from their tablet or smart phone using the web or platform specific app. Customers that may wish to start with a simple to use backup service and then migrate to Cloud personal storage, file sharing and team folder sharing for greater collaboration all within a single service. 1.3 TECHNICAL FEATURES Backup to the Cloud provides the following features: Users determine which directories, folders and files are protected, see below. 5DRIVE can immediately backup new or changed files, or scan for changes based on user defined periods and then backup those files at that time. Additionally the user can defined a time of day for all backups to be complete i.e. between 22:00 and 23:30 each day User can review the status of the back and place on demand scan for changed/new files to be automatically backed up, see below (some data has been deliberately redacted for security reasons, as this image was taken from a live backup)
Commercial in Confidence 4 Cloud Optimised backup platform the Backup to the 5DRIVE Cloud Solution is based on a range of integrated storage devices housed within secure UK data centres. The storage solution uses proprietary software which has been designed specifically to manage, backup and store user files over the internet. Available anywhere via the internet 5DRIVE runs in background on PC and MAC and copies data to the service via an internet connection. 256bit encryption technology is used to ensure customer data is protected at all times. 5DRIVE can be configured by the user to determine the backup priority by file type, i.e. documents are backed up before music files. The amount of bandwidth 5DRIVE can use for backup is set by the user. Remote access to backup files is gained via a secure portal. Where music has been backed up then these can be access via a player for Apple and Android devices, directly from the 5DRIVE service Automated Data Transfer once the folder or files have been selected by the user, then there is nothing more to do, 5DRIVE will backup these files in background with no other user involvement. With the 5DRIVE Personal Cloud Storage Service see 5NINES Lot1 webpage, each user can install the backup agent on up to 5 separate devices, such as the users own devices at home. Which is designed to improve personal productivity and stop the issue of employees that bring their own device to work only to find important files may have been left on their device at home and are not accessible. Reduce email traffic users working on different devices tend to email themselves their own files, hence driving up email traffic and resources. Assured Protection: 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 Data Retention 5DRIVE is an All You Can Eat and therefore no time limited is place on the retention of data. The only requirement is that any users PC or MAC client agent must connect to the service at least once within a 30 day period, If not the service for that user will be suspended and data recover will need to be requested via the help desk. This is to protect the user s service from the lost device issue.
Commercial in Confidence 5 2 INFORMATION ASSURANCE 2.1 SECURITY IMPACT LEVELS We believe the 5DRIVE Backup to the Cloud service 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 additional charge. Each user will be allocated a 5DRIVE Backup 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 additional creation of 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 6 4 PRICING Annual Subscription per Service Description registered backup client device (GBR + VAT) 5DRIVE Backup Service Unlimited Backup Space (GB) 39.90 Data Transfer Charge 5DRIVE Backup App (PC & MAC) 5DRIVE Access App (ipad & Android) All charges are exclusive of VAT, which is charged at the prevailing UK rate at the time of invoice. 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. The table below shows how Cloud Backup Services 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 Product A @ 0.20p/GB/month Product B @ 0.30p/GB/month 5DRIVE Cloud Backup NIL NIL NIL 5DRIVE Average Saving 20GB 50.00 74.00 39.90 35% 40GB 100.00 148.00 39.90 68% 80GB 200.00 296.00 39.90 84% The above table has been prepared in order to help buyers understand the cost variance between the 5NINES 5DRIVE All You Can Eat 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 each Cloud Backup service charging at the given rate per GB per Month plus data transfer charge of 0.10p per GB, which in the first year will be at least equal to the size of the backup multiplied by the data transfer charge. On an annualised basis serving 1,000 public sector personal backup clients each with an average of 40GB of backup data being managed by the Cloud supplier, the total cost would be compared as follows: Cost per user per Number of Cloud Backup Cost Supplier annum Contracted Users Comparison 5NINES/DS 39.90 1,000 39,900 Supplier A (20p) 100.00 1,000 100,000 Supplier B (30p) 148.00 1,000 148,000 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.
Commercial in Confidence 7 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 least 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. 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 Backup 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.
Commercial in Confidence 8 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 backed up iii. Ensure that the 5DRIVE client is initialised and active at least once every 28 days in order to maintain the service iv. Maintain awareness of the service with the Customer organisation v. Ensure users are able to access 5DRIVE support, FAQ and Tutorial web pages
Commercial in Confidence 9 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