G-Cloud 6 Service Definition DCG Enterprise Backup Reporting Service G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 1 of 16
CONTACT INFORMATION Guy Silver T: +44(0) 7990 690087 E: guy.silver@dcggroup.com W: www.dcggroup.com Data Continuity Group Limited, Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG LEGAL Data Continuity Group Limited is registered in England and Wales. Company Registration No: 4295324. Registered office: Bridge House, Brant s Bridge, Bracknell, Berkshire, RG12 9BG. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 2 of 16
TABLE OF CONTENTS 1.0 Service summary... 4 1.1 Features and benefits... 5 2.0 Details of the service... 6 3.0 Service management... 9 4.0 Service implementation and off-boarding... 10 5.0 Service constraints... 11 6.0 Service levels... 12 7.0 Training... 12 8.0 Ordering and invoice process... 13 9.0 Termination... 14 10.0 Customer responsibilities... 15 11.0 Costs... 16 G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 3 of 16
1.0 SERVICE SUMMARY DCG s Enterprise Backup Reporting Service is a pay-per-use reporting service that allows in depth information to be collected from across different vendor s software and hardware infrastructure, and presented to different areas of the business that need to make decisions to improve service levels, profitability and stay competitive. Information can be viewed by Executives, Compliance Officers or System Administrators alike and they can be sure that they will have the same consistent view of what is going on. Business information is overlaid and presented as informative reports and analytic data to different audiences within the business. A customer can purchase the service based on a specified number of default and customised reports, to be delivered by a web-based portal. The service is based on APTARE Storage Console which uses a single, centralised portal to gather information from the backup infrastructure, and also the virtual and physical server estate, network fabric, storage arrays, and existing Configuration Management Database (CMDB s). The reporting infrastructure is located at DCG s UK based Tier 3 DCG data centres which operate to 3 separate ISO accreditations. The following ISO accreditations are held, which are independently assessed and recognised throughout the IT industry: ISO27001 - The international best practice standard for information security management. ISO20000 - The international standard for IT Service Management benchmarking the delivery of managed services, measuring service levels and performance assessment. ISO9001 - The international standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction. The Network is carrier grade and regulated by Ofcom. The above accreditations class this service as Official. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 4 of 16
1.1 FEATURES AND BENEFITS Feature Benefit Unified Visibility A real-time view across the backup estate, reporting on different vendor software from the same pane of glass. Utilisation and Optimisation Proactively adjust capacity and configuration settings on the fly based on real time information on the backup infrastructure Compliance Backup and storage information is collected in in real time, making it available to internal and external auditors whenever it is needed. Risk Mitigation Ultimate job success or failure is reported, not just initial job failure status. This allows administrators to concentrate on the most important tasks. Chargeback and Metering Accurately track allocated and utilised storage to get a view of differentiating capacity needs across departments and organisations, to allow accurate billing. Capacity Planning Proprietary algorithm is used to forecast storage needs for three months, six months and a year into the future, allowing organisations to plan for storage purchases well in advance. Subscription Service Purchase a monthly subscription for the specific reports that are required, instead of a substantial, up-front software and hardware purchase. Web Portal Access Access the reports 24 hours a day from an online web portal. Vendor Agnostic Monitor backup applications that include: Symantec Netbackup, BackupExec Commvault Simpana IBM Tivoli Storage Manager (TSM) HP Data Protector EMC Avamar, Networker, Data Domain G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 5 of 16
2.0 DETAILS OF THE SERVICE Customers want to consume more and more IT functions as a service. Reporting and alerting is not an exception to this. The APTARE Backup Reporting Service from DCG comprises of a predefined set of reports that are produced on a monthly basis. These reports will be agreed with the customers so that they are specific to their requirements, but can include information such as: Show servers that have not been protected for 3 days in a row Identify clients that are no longer able to be recovered within the defined SLA Identify when any part of the infrastructure is going to run out of capacity in the next 7 days Send capacity planning information for my next budget cycle Highlight data that will not be adequately protected using the existing policies in the next 30 days The main monthly backup summary report includes a client by client view of the number backups over the previous month with detail on the last backup and last full backup. Figures outlining the total amount of data backed up give a view a top level view of the largest consumers of backup infrastructure. The compliance RTO/RPO reports give an accurate picture of those clients that cannot be restored with the stated Recovery Time and Point Objectives which will lead to non-compliance. DCG will manage all aspects of the service from working with you during the implementation stage, configuring your solution, agreeing the backup schedules and retention policies, monitoring the service, restoring data, scheduling new backups, ongoing maintenance and reporting. DCG will also provide proactive support and monitoring 24/7/365 and will provide notification of any issues that we are unable to resolve. The data is held in DCG s Tier 3 Data Centre. The vault will store, monitor and manage the backed-up data. It authenticates the agent and accepts data from it and automatically ages data according to your retention strategy. De-duplication is also undertaken in order to minimise the storage footprint. Coupled with DCG s twelve years experience and focus on data management, its ISO accreditations, its UKbased cloud, depth of skill and 24/7/365 service desk gives our customers the peace of mind that their data is safe and secure and can be retrieved quickly when required. Who can benefit? DCG s Cloud Backup service is suitable for organisations that have large backup estates, either from a single vendor or from many different vendors. It enables the users, from technical administrators to service delivery managers to get information that is relevant to their job role, and that can impact the business proactively. Furthermore, there is no capital expense required with this service. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 6 of 16
Are there any limitations? The only limitations are the software products that the platform supports, that include: Symantec Netbackup, BackupExec Commvault Simpana IBM Tivoli Storage Manager (TSM) HP Data Protector EMC Avamar, Networker, Data Domain Whats included? The service includes standard and advanced tiers. It is licensed per client, and comes in bands of 50, 100, 200 and 300 clients. More clients can be specified if they are required. Standard service Includes 3 reports from the standard out of the box report database. Advanced service Includes 3 reports from the standard out of the box report database and 2 bespoke reports to be created for metrics specified and agreed with the client. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 7 of 16
Data Protection Dashboard The dashboard portal will provide you with a view of the reports that you subscribe to. You will be able to drill down to more detailed information in these reports, and get full explanations of the information you are being given. How accessible is my data? Data is accessible to customers 24 x 7 x 365. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 8 of 16
3.0 SERVICE MANAGEMENT DCG Managed Service DCG s Managed Service means the user s environment is managed, monitored, protected and recoverable 24 hours a day 365 days a year. The service includes configuration and setup of the reports, and support calls for access of the portal. Additions and changes to the service will be executed within 72 hours of the request, depending on the complexity of individual reports. Service Reviews On a minimum of a six monthly basis DCG will conduct service reviews which will assess the operational elements of the service with a drive towards continuous improvement. Support In the event of a failure of the service, DCG provides 24x7x365 support in a three tier model. Its shift system and distribution of experience ensures users have access to relevant skills and knowledge at all times, day or night. 1 st Line Support is provided by the Service Operations Centre (SOC) Team Members, who are available at all times by both telephone and email. These personnel have a broad understanding of all DCG hardware, software and major product lines and are able to resolve most queries in a timely manner without a requirement for escalation. 2 nd Line Support is provided by our SOC Shift Leaders. These personnel have a deeper level of understanding of all services provided by DCG and have developed a greater level of customer specific knowledge through their enhanced training and experience. SOC Shift Leaders are available from 07:-00 to 17:-00 Monday to Friday and 09:-00 to 17:-00 on weekends, via both telephone and email. In addition, a Shift Leader is always on call during silent hours in order to ensure that escalation from 1st Line Support is never delayed where appropriate. 3 rd Line Support is provided by a named Escalation Manager, assigned to the user when the contract is agreed. This person will assume responsibility of any call which cannot be resolved by either 1 st or 2 nd Line Support and is also the first point of contact should the user have a complaint with any aspect of the service provided by DCG. This named contact has all relevant DCG resources at their disposal and is able to ensure a timely and satisfactory resolution to issues through the engagement of all company departments from 1 st Line to the Board members. The Escalation Manager is available from 09:-00 to 17:-00 Monday to Friday via telephone and email, and is also available for escalation from 2 nd Line and direct customer contact for urgent issues during silent hours. DCG provides a 24x7x365 Technical Support Service through its Service Operations Centre (SOC). DCG s engineers continually monitor the services provided by DCG through a number of specialised alerting systems and by conducting regular health checks on all key components. Incidents will be raised in the event of any failure and immediately enter the Technical and Management escalation chains where they will be progressed according to the priority assigned. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 9 of 16
4.0 SERVICE IMPLEMENTATION AND OFF-BOARDING DCG adhere to Prince II and ITIL methodologies and have tried and tested processes and procedures that are reviewed and refined after each project. Using the methodology DCG will undertake the implementation of its Managed Cloud Backup Service and have migrated existing customers from various other solutions. The major priority in the implementation of the solution and service is to ensure that DCG works very closely with you throughout the project and agree and review each task and activity both before and after. Therefore DCG will design, develop and implement the Project Implementation Plan in conjunction with you. The service can be implemented within 4 weeks of a contract being agreed and a purchase order being received by DCG. Based on our experience of delivering this type of project the overall plan is broken down, at a high level, into 7 logical stages as follows:- Stage 1:- Requirements Definition Stage Review requirements Allocation of DCG resource Production and update the implementation plan Internal review plan & design Stage 2:- Planning, Test and Implementation Stage Plan deployment Hardware & network link allocation Installation and configuration of server and agents Configuration of APTARE portal and agreed reports Network Configuration Stage 3:- Test and User Handover Test of data collection and network connectivity User handover TOI Stage 7:- Project Sign Off Review agreed sign of criteria Sign off as complete G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 10 of 16
5.0 SERVICE CONSTRAINTS Service constraints include the following: Reports are restricted to the lifetime of the reporting service. Retrospective reports cannot be provided for the period PRIOR to implementation. On occasions there will be a requirement to schedule some maintenance/downtime. Each occurrence will be pre-agreed except in the case of emergencies BACKUP G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 11 of 16
6.0 SERVICE LEVELS Service Levels Initial Contact The DCG support desk is be available 24x7x365. All calls (incidents and problems) are responded to by 1 st line support within 15 minutes of the call being raised. Thereafter the escalations and service levels in the table below apply. Reporting server availability after failure 24 hours Change Requests Change requests submitted through DCG s Change Management process will be acknowledged within 4 hours of receipt. Changes will be implemented within 48 hours of request Monday to Friday. However each change request will be assessed on an individual basis and scheduled in line with user requirements as well as the nature Changes and additions, i.e. new reports or changes to existing reports Response within 24 hours, completion within 72 hours (depending on complexity of report) of the change required. 7.0 TRAINING As part of the implementation plan DCG will provide training at no additional cost. As DCG are providing a fully managed service based there will not be a requirement for a great level of training for you. However in order to give your staff a good understanding of the environment DCG propose to provide knowledge transfer during the implementation process. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 12 of 16
8.0 ORDERING AND INVOICE PROCESS A purchase order should be made out to DCG with an agreed service start date and end date. Minimum term is 1 year. DCG will bill monthly with most forms of payment accepted. Free trial The service can be trialled with no obligation and no charge. A 21 day free trial is available upon request. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 13 of 16
9.0 TERMINATION There are no technical or commercial handcuffs that would constrain you from moving to an alternative solution at the end of the contract. DCG would simply restore the data to a location specified by you, using a quick ship server if required. As you own the encryption keys the data could then be stored locally. Providing all data has been removed from our datacentres at the end of the contract term, there will be no additional charges following the contract end date. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 14 of 16
10.0 CUSTOMER RESPONSIBILITIES What is required to run the service? In order to deploy the APTARE Reporting Service, a collector server is needed at the customer site, and a network link to the DCG APTARE infrastructure. The collector server can be a virtual machine or a physical machine and requires the following configuration: Two CPUs 8GB memory G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 15 of 16
11.0 COSTS Per month price based upon the number of backup clients to be included. Minimum term is 1 year. Aptare software will discover how many clients should be included. A client is a server or computer that is being backed up. This is your Monthly fee. REPORTING AS A SERVICE Details Standard backup service for 50 clients - Provides 3 report types from standard report list. Advanced backup service for 50 clients - Provides 3 report types from standard report list + 2 bespoke reports. Standard backup service for 100 clients - Provides 3 report types from standard report list. Advanced backup service for 100 clients - Provides 3 report types from standard report list + 2 bespoke reports. Standard backup service for 200 clients - Provides 3 report types from standard report list. Advanced backup service for 200 clients - Provides 3 report types from standard report list + 2 bespoke reports. Standard backup service for 300 clients - Provides 3 report types from standard report list. Advanced backup service for 300 clients - Provides 3 report types from standard report list + 2 bespoke reports. RRP 162.25 202.81 324.50 405.63 584.10 730.13 778.80 973.50 All prices are exclusive of VAT. G-Cloud 6, Service Description, DCG Enterprise Backup Reporting Service Page 16 of 16