Online Backup Service Definition

Online Backup Service Definition

2 Table of Contents Purpose of Document... 3 Online Backup Service... 3 Accreditations... 5 Target Service Levels for Online Backup... 5 Service Credits Rules and Claims... 6 Service Reviews... 7 Pricing... 7 Online Backup Fees... 7 Professional Services Rates... 7 2

3 Purpose of Document This Service Description forms part of Schedule 1 of the Call Off Agreement and contains the description of the Service which would be provided to the Customer upon acceptance of a signed Order. This document should be read in conjunction with the Supplier Terms and Conditions document which also forms part of Schedule 1 of the Call Off Agreement. Online Backup Service Online Backup offers customers the ability to back up selected data to Exponential-e s backup servers located in Exponential-e s Tier 3 UK data centres (the Backup Server ). The Customer can connect to the Backup Server either via the Customer s existing internet connection or by utilising an Exponential-e Connectivity Service. The Online Backup Service requires the Customer to use an Exponential-eprovided software agent. As part of the installation process the Customer will select a User Identification which is held solely by the Customer (Exponential-e will have no access to it) which will be required to restore data. Prior to data leaving a Customer Server, the Exponential-e software agent will encrypt all data using 128bit SSL. Customer Content will automatically undergo compression and deduplication prior to being transferred to the Backup Server. All Stored Data will be encrypted using 256bit AES. Retention Policy The default retention policy is 30 daily backups and complete monthly backups performed once every 2 months. The Customer may request an alternative retention policy. Reporting Reporting functionality is available to the Customer via the Exponential-e software agent or via the Portal. The Customer is also able to setup email reporting of successful or unsuccessful backups. The responsibility for setting up email reporting resides solely with the Customer. Restoration The Customer may restore Stored Data to the original location or alternate locations including the Exponential-e virtual data centre. Any usage of Exponential-e IaaS Service shall be subject to the Service Definition for IaaS Services and the Customer shall be charged on a Pay As You Go basis for any usage.. 3

4 On-boarding Once an order is accepted, Exponential-e aims to provision a login and provide it to the customer for the Online backup Portal within 2 business days as well as supply the backup agents. The customer is then able to deploy the backup agent and start backing up data. Exponential-e shall use reasonable endeavours to ensure that the Customer may connect to the Online backup Portal over the Public Internet within the timescale stated above. However, where Online Backup is also part of a solution that contains an order for a Connectivity Service, or where access is provided by an alternative supplier, access to the Online Backup platform shall also be dependent upon the lead times for the Connectivity Services. First Time Backup For existing data and virtual machines, Exponential-e is able to first time backup as follows. This can be sent physically (to Cloud Installations, Exponential-e Limited, 100 Leman Street, London, E1 8EU) or via network to Exponential-e. The responsibility for the media, including risk, resides solely with the Customer until Exponential-e confirms receipt. The process of loading this data can take up to 5 Working Days to complete. The on-boarding process will be managed by Exponential-e s dedicated Cloud Project Management team using PRINCE2 project management methodology. In-service reconfiguration Additional servers and desktop clients can be added and removed at any time. Existing backup sets can be deleted through the console. Off-boarding The customer may extract their data at any point during the contract term by self-service. At the end of the term and/or if the contract is terminated, the Service Migration provisions will apply. If customised data transportation, data extraction or data sets are required these will be charged at the prevailing time and materials day rate listed in the pricing section below. In order to action these customised services, an off-boarding service request must be raised via the Exponential-e Network Operations Centre and due to the fact those services have not been not included within Exponential-e s G-Cloud catalogue entry and thus do not fall within the Framework Agreement and Call Off Agreement, Exponential-e s standard terms and conditions for professional services would apply. 4

5 Accreditations ISO 9001:2008 Quality Management Systems: This is a global quality management standard which establishes an organisation s quality management system (QMS). The standard demonstrates our commitment to quality, customer satisfaction and continuously improving operations. ISO 27001:2005 Information Security Management Systems: This certification specifies requirements for the implementation of security controls customised to the needs of an organisation s Information Security Management System. It highlights our ability to select and implement appropriate security controls to protect company information assets. ISO 20000 Security Management: ISO 20000 is an international IT service management standard which enables IT organisations to ensure that their IT service management processes are aligned both with the needs of the business and with international best practice. This standard recognises our capability to meet customer requirements and create frameworks for independent assessment. ISO CSA STAR: This is a rigorous third party independent assessment of the security of a cloud service provider. Holding this certification enhances our commitment to ISO 27001: 2005. It provides our customers with the extra confidence that their data is fully protected by improving transparency and assurance within the Exponential-e cloud. PCI DSS: The PCI DSS is a set of comprehensive requirements for enhancing network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its network. Target Service Levels for Online Backup The Online Backup Service is considered available if the Customer can access the Stored Data (as evidenced by the availability of the Portal). Target Availability Online Backup 99.99% Target Availability 5

6 Service Credits Measure Service Credit* Availability >0.1% Below Target 5% >0.5% Below Target 10% * The Service Credit is applied as a percentage of the Monthly Charge for the Online Backup Service for the month concerned (whether based on the fixed Annual Charge, Pay As You Go Charges or, in the case of a Hybrid Billing Model, both). Availability is calculated on a calendar monthly basis using a 730 hour month and the following formula: Where P = Percentage availability. A = Sum of all events of unavailable service in that month measured in hours. Service Credits Rules and Claims Exponential-e shall have no liability for any failure to meet the Target Availability Service Levels percentage due to, or as a result of, any of the following reasons: Any Force Majeure Event. Suspension of service in accordance with the Supplier Terms and Conditions. Customer default or delay, or any negligent, wilful or reckless act, fault or omission by the Customer (or its customers), or any of their representatives, employees, agents or subcontractors. Customer Equipment. All Service Credit claims must be submitted for consideration to clientrelations@exponential-e.com within thirty (30) calendar days of the end of the calendar month in which the failure to meet the Target Availability Service Level has occurred. Any Service Credit claims not raised by the Customer within thirty (30) calendar days of the end of a month shall be considered irrevocably waived by the Customer. If the Parties, acting reasonably, agree that Service Credits claimed are rightly due, Service Credits shall 6

7 be calculated in accordance with the table above (such Service Credits being a reasonable pre-estimate of loss and not a penalty). In the event of a valid claim, a Service Credit calculated in accordance with this Service Definition shall be applied to the customer s account to be offset against future invoices. Customers are not entitled to make a double claim under the Agreement. Service Credits shall be the customer s sole and exclusive remedy with respect to any failure to meet the Target Availability Service Level. Service Reviews Exponential-e and the Customer shall have regular quarterly meetings (whether by telephone, email or face-to-face) to monitor and review the performance of the Agreement and to discuss any issues and feedback regarding the Services. This does not prevent either party requesting a review at any other time where there is a specific issue to be discussed. Pricing All pricing is transparent and based on Exponential-e s rate cards below per month. Online Backup Fees Per GB of physical storage used 0.35 No cost for plugins o SQL Server o SharePoint o Exchange Professional Services Rates If required, bespoke on-boarding, off-boarding and data extraction services are charged at 850 per day. Project management, professional services and training services are also available for purchase at the rates prevailing at the time of purchase, which will be provided and discussed with the customer upon enquiry and contracted for on Exponential-e s standard terms of business. 7