easy to adopt, easy to use, easy to leave service description Document Management in the Cloud Software as a Service version 4.0
Contents Overview... 3 Example use cases... 3 Pricing... 4 Trial service... 5 Information assurance... 5 Product features... 5 Technical features... 5 Service options... 5 Backup / Recovery & Disaster Recovery... 6 Service levels... 6 Appendix... 7 On-boarding and off-boarding... 7 Service management... 7 Service constraints... 7 Training... 7 Ordering and invoicing... 8 Service lead time... 8 Termination... 8 Data restoration / service migration... 8 Consumer responsibilities... 8 Financial recompense model... 8 Technical requirements... 9 Skyscape Cloud Services Limited, 2013 Open Page 2 of 9
Overview provides utility licenses and cloud infrastructure which enables an organisation to assemble a Documentum based Document Management application in a rapid timescale compared to traditional ICT outsourcing or Tower models. Application layer Compute resources Solution Stack What s included Client Options End user licenses Included This can be performed by the Support of end application Not included customer or a Documentum Partner This can be performed by the Development of end application Not included customer or a Documentum Partner On-going management & support Includes general management, building, configuring, patching, updating, troubleshooting etc. Initial deployment of Documentum platform (OS, Database, core Documentum services) Underlying IaaS Not included Not included Included This can be performed by the customer or a Documentum Partner This can be performed by the customer or a Documentum Partner Must meet minimum volume requirements Skyscape s service has been designed specifically of for the UK public sector and is available only to the UK public sector. The service supports and complies with all relevant areas of the Government ICT Strategy and Information Principles for the UK Public Sector. Skyscape s datacentres are some of the most energy efficient in the world and as such support the Green Government ICT Strategy in full. Example use cases Divisions / Business Units of organisations which require a low cost / low commitment acquisition of Document management application on a service basis. Organisations which have multiple legacy document management systems and wish to migrate to a modern configurable Document management platform can take advantage of the cloud pricing model to migrate system by system without any one system incurring the major capital outlay of acquiring enterprise wide document management technology and the infrastructure to support that. Organisations which require a shared document management system for document / collaboration purposes. Skyscape Cloud Services Limited, 2013 Open Page 3 of 9
Pricing To price this solution, the Consumer should follow these simple steps: 1. Determine the Documentum components and licenses required 2. Size the required solution to determine the required Infrastructure components a. How many Virtual Machines of each type b. How much Storage capacity 3. Determine price for deployment & management services not provided by Skyscape Step 1: Documentum Licenses The following license can be selected for the solution; Software Unit Price /Per user per month 18.75 The above license provide a range of Documentum components that are required to provide the end use of the service. All pricing is exclusive of VAT. Step 2: Infrastructure Sizing Based on the Application architecture, determine the amount of Compute and Storage services that are required. It is likely that you will have requirements for Database servers, Content Servers, Application Servers and so on. For each server, determine: Required Impact Level Required Service Level Required Virtual Machine size (amount of CPU and RAM) Amount of storage capacity Based on the answers above, use the following Skyscape Service descriptions for pricing: Compute as a Service (Production) Compute as a Service (Test & Dev) API accessible Cloud Storage Step 3: OS & Documentum deployment and management Skyscape do not provide services for the deployment or management of the application and so customers will need to perform these activities themselves or select appropriate partners. The pricing for the following items can be found in the Skyscape Pricing Guide. Data ingestion and extraction Connectivity options Additional storage Commitment Discount Customers can gain a discount off the standard rates by making a commitment for minimum amounts during a 12 month period. The commitment relates to during the period (rather than VM s or GB s) as follows: PO Value Discount Level < 100K 0% 100K- 249K 5% 250K- 499K 9% 500K- 749K 13% 750K+ 16% Customers will be required to raise a non-conditional purchase order for the required net amount (after discount) which will entitle them to receive services up to the value of the gross (pre-discount) amount. Customers will be Skyscape Cloud Services Limited, 2013 Open Page 4 of 9
required to break-down the commitment with amounts any amount not consumed within an individual month will not be rolled forward to a subsequent month. Discounts are per purchase order only. Worked Example: If you know that you will at least 300,000 per year with Skyscape, you can make that commitment and receive an effective 9% discount. We would require a PO of 273,000 ( 300,000 less 9%) which will be payable even if you don t consume that level of Skyscape services within 12 months. Any consumption in excess of 300,000 will be billable at the standard Skyscape rates unless a new commitment is made. Trial service Not available Information assurance Compute as a Service has achieved Pan Government Accreditation (PGA) for data at Impact Level 2 and Impact Level 3. Suitable for IL0, IL1, IL2 and IL3 data. In addition of PGA for IL2 and IL3, Skyscape also hold independent ISO9000, ISO20000 and ISO27001 accreditations which underpin our business operations and Cloud Platform. All datacentres are highly resilient Tier3, UK sovereign and separated by >50 miles for geographical diversity. Skyscape staff are Security Cleared and based in the UK Product features provides utility licenses and cloud infrastructure for customers to assemble EMC s industry document management technologies for development and delivery of configured document management applications. Elasticity the solution scales indefinitely and on-demand. Pre-configured document management applications available for integration with an organisation s processes. Bespoke configured document management services can be developed in house or by the provider in advance of subscribing to the services. Assured Security the platform is hosted in highly resilient Tier3, UK sovereign data centres and can benefit from QinetiQ s Protective Monitoring solution. Technical features provides utility licenses and cloud infrastructure for customers to assemble EMC s Documentum Enterprise Content Management technology which has the following benefits; The most robust security model. Content retention policy management. Compliant record management. Service options This service simply inherits the Service Options provided by the underlying IaaS services. Please see the underpinning Skyscape service descriptions; Compute as a Service (Production) Compute as a Service (Test & Dev) Skyscape Cloud Services Limited, 2013 Open Page 5 of 9
Skyscape API accessible Cloud Storage offering Backup / Recovery & Disaster Recovery As standard, localised failures are tolerated within the infrastructure by eliminating all single points of failure (including server failure or disk failure). See the Product / Service Options section for details about backup. Service levels Skyscape provide both an Availability SLA and Response Time SLA for the service as per the following table. BASIC STANDARD ENHANCED Availability (*) 99.90% 99.95% 99.99% Incident response Incident update Communication Auto email response with access to online portal P1 within 15 minutes P2 within 4 hours P3 within 24 hours P4 within 72 hours P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours Bespoke email P1/P2 Phone P3/P4 Bespoke email Skyscape customer support advisor Incident review FAQs via online portal Incident Report Incident Report Service credits 5% of 10% of 15% of * Availability indication based on an average 730hrs per month. Excludes planned & emergency maintenance. Unavailability applies to existing data where the data becomes inaccessible due to a fault recognised at the IaaS layer or lower: i.e. fault is not within the Consumers control (OS, Applications, user networks) fault is within Skyscape controlled components such as the storage infrastructure, power and physical firewalls & routers etc. External connectivity providers (e.g. internet, PSN, GSi) and components collocated at Skyscape are also not included in the availability calculation. In addition, Skyscape also provide an Availability Service Level Target on the Skyscape Portal i.e. the ability to log into the portal to create support tickets and use other functions. Target Availability (*) Client Portal Availability () 99.90% Skyscape Cloud Services Limited, 2013 Open Page 6 of 9
Appendix On-boarding and off-boarding On-boarding An organisation will need to engage a Documentum partner to build a definition of their case management system requirements and the configuration / composition of the system, as well as the more detailed activities for the system to integrate to the organisation s existing business processes. Once the required Infrastructure and Licenses have been determined the appropriate components can be selected from Skyscape. IaaS will be on-boarded as per the IaaS Service Descriptions. EMC propose comprehensive on-boarding and offboarding consultancy services through their Lot 4 submission to G-Cloud Framework. Off-boarding Prior to terminating the contract, the Consumer is able to transfer all their data out of the solution (e.g. using the Skyscape API to retrieve data). When the organisation terminates their agreement with Skyscape, Skyscape ensures all of the organisation s data is deleted. Service management As a true Cloud service aligned to the NIST definition of IaaS, the service is designed to be self managed via the secure online Skyscape API and the Skyscape Portal which provides common Service Management functionality and addresses standard requirements. On rare occasions, Skyscape may decide to assign an experienced, qualified ITIL Service Delivery Manager to some Consumers. In these cases, the SDM will provide additional assistance with reporting, incident escalation and continual service improvement, at all times following Skyscape s ISO20000 certified ITIL-based process framework. For Organisations that require more of a managed service, Skyscape work with a number of Partners which have extensive capability to provide a Managed Service wrapper around the Skyscape IaaS. Skyscape will be pleased to make an introduction where appropriate. Skyscape may use MDS Technologies as a subcontractor. Other subcontracts can / may be used. Service constraints Skyscape will adhere to the following in terms of maintenance windows; Planned Maintenance means any pre-planned maintenance of any infrastructure relating to the Services. Skyscape shall provide the Client with at least twenty four (24) hours advance notice of any such planned maintenance: Planned maintenance of Skyscape s infrastructure relating to the Services shall 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 a Saturday and/or Sunday. No planned maintenance will take place on a Saturday unless agreed in advance by both parties; Planned Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the service reporting; Emergency Maintenance means any emergency maintenance of any of the infrastructure relating to the Services. Whenever possible, Skyscape shall provide the Client with at least six (6) hours advance notice: Whenever possible Emergency Maintenance of Skyscape s 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 Clients environment; Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but shall be included in the service reporting. Training A range of user and administrators training options available for customisation, extension and integration of the solution. Comprehensive training for composition of case management systems is provided by EMC. e-learning - Self-paced training, generally one to three hours which can be accessed directly over the Internet or downloaded to your PC for use at your Skyscape Cloud Services Limited, 2013 Open Page 7 of 9
convenience. Also includes downloadable and printable student guides that can be taken anywhere, anytime. Instructor-Led Training (ILT) - Traditional classroom training, with hands-on labs or case-studies, delivered at one of our many training centres worldwide, by a highly qualified EMC instructor. Video Instructor-Led Training (VILT) - Topinstructor-delivered, Instructor-Led Training (ILT), packaged in a convenient CD-ROM/DVD-ROM format, with an intuitive navigation menu. Lecture content, lab exercises, and student materials are identical to the ILT. Online Instructor-Led Training (Online ILT) - A real time interactive training experience where students participate online to access the instructor-led virtual classroom. Lecture, discussion, questions and answers, and lab exercises make this a rich and flexible training experience. Ordering and invoicing Billing for the service is in arrears. Payment can be via Purchase Order and Direct Debit. Skyscape are preparing to be able to accept Debit/Credit Card payments (e.g. Government Procurement Card) please enquire at time of order to check whether this is available. Service lead time New Clients (organisations) will typically be deployed within 1 month from order. Shorter deployment times may be available and prioritised upon request. Existing Organisations have instant access to additional usage with no notice period required. Termination Terms One Calendar month notice must be given. There are no termination fees. All data, accounts and access will be permanently deleted. Costs There are no termination costs for this Service, however an organisation must make provision for migration of the case information to another repository. Skyscape may make an additional charge for transferring data out of the service. Data restoration / service migration Customer has ability to extract their information. A migration service is offered separately and is recommended to maintain integrity of information under Retention. In many circumstances, Skyscape can help facilitate a bulk migration to the platform using local data import. This is priced on a time and materials basis form the Skyscape SFIA rate card. Consumer responsibilities Definition of and configuration / composition of case management system. The control and management of access and responsibilities for end users. Organisations must also be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with the Skyscape Security Operating Procedures (SyOps) and other information assurance requirements. Financial recompense model If the service level falls below the stated availability percentage (excluding Planned and Emergency maintenance periods), the Client will be eligible for Service Credits. BASIC Service Level STANDARD Service Level ENHANCED Service Level Client Portal Service Credit 5% of 10% of 15% of 1% of per 5% below service level target or part thereof Cap 5% of 10% of 15% of Up to 5% of Skyscape Cloud Services Limited, 2013 Open Page 8 of 9
Technical requirements Consumers will require appropriate network connectivity such as internet access (IL0-IL2) or accredited connectivity such as a government secure network (IL3) to the Skyscape Cloud Platforms. Connectivity via the internet, a government secure network (PSN, GSI) or private leased line is available but may incur additional charges if the hosting of CPE routers is required - see the pricing section for more details. Where required, Consumers are responsible for procuring and managing appropriate devices or software to meet the requirement for data security over the various forms of connectivity. IL0 (e.g. Internet or non CAS(T) circuit) to IL3 VPN o Site-to-Site VPN using CAPS approved solutions (e.g. Ultra AEP Xcryptor) o CPA assured solution where Foundation Grade assurance is appropriate (e.g. Cisco ISR/ASR) IL3 Leased Line (assured network connection) Consumers are responsible for the related assurance plan for accreditation if required. Consumers have a number of options to choose from with Skyscape to access their environment dependant on their requirement. The below are guides to demonstrate what is possible but may require further engagement to explain further: IL0 2 Standard Internet connectivity over common protocols (HTTP, HTTPS, SSH, etc) o Non-standard ports considered via Service Request Secure commercial grade VPN o Self-managed Site-to-Site IPSEC VPN to the Skyscape compute environment o Self-managed SSL VPN to the Skyscape compute environment PSN - You may need to assign part of your PSN IP allocation to your services hosted by Skyscape Leased Line (CAS(T) compliant) or non- CAS(T) using CPA/PEPAS overlay encryption IL3 Preferred connectivity is over a Government Secure Network such as GSI or PSN PSN/GSI - You may need to assign part of your PSN/GSI IP allocation to your services hosted by Skyscape PSN or CAS(T) Leased Line (IL3 over IL2) o CPA/PEPAS approved solution providing overlay encryption (e.g. Cisco ISR/ASR) Skyscape Cloud Services Limited, 2013 Open Page 9 of 9