Service Description Virtualized Disaster Recovery (VDR) Terremark's Virtualized Disaster Recovery (VDR) service is a fully managed replication and Disaster Recovery (DR) service, where Terremark provides the networking, compute and storage resources at the DR site on a capacity on demand basis. Overview... 2 Brief Description of Offering... 2 Storage Replication Option (SRO)... 3 Business Challenges... 3 Availability... 3 Detailed Description... 3 Product/Service Offering... 3 List of Supported Elements... 4 Gateways... 4 Installation, Configuration, and Support... 4 Pricing... 6 Additional/Optional Services... 6 SLAs... 7 Service Matrix... 8
Overview Brief Description of the VDR Offering VDR enables customers to replicate data, applications and operating systems from their production environment into a securely managed Cloud Computing environment located within a Terremark facility, where they can failover to a production-ready environment in the event of a catastrophic outage at their primary facility. Customers pay for CPU, memory, storage, and networking capacity in an on-demand enabled infrastructure that is owned by Terremark. This on-demand capability controls disaster recovery costs for the customer by eliminating the need to purchase and maintain expensive, dedicated technical infrastructure. The VDR Environment is initially populated with replicated data from the Customer Environment. After Failover, which occurs after the customer has declared a disaster ( Disaster Declaration ), the customer will use the VDR Environment in a temporary production capacity while the original customer IT infrastructure is restored. After the customer s IT infrastructure is restored, Terremark will transfer data from the VDR Environment to the customer s recovered IT infrastructure ( Failback ). The reference architecture is shown below: 2
Storage Replication Option (SRO) Many companies just need their data replicated offsite (e.g. for compliance reasons) and do not have the or perhaps the budget for a full Disaster Recovery/Site Failover solution. As a result, the data is not replicated and there is vulnerability. The Terremark VDR Storage Replication Option (SRO) represents a cost-effective solution for efficiently and securely replicating a customer s data offsite and then making it available for restore in case of data loss at the customer site. The SRO does not provide a failover option. Rather, if the customer s production SAN is lost, the customer may experience an outage until their production storage area network (SAN) is recovered. When the production SAN is recovered, Terremark will make available the replicated data for transfer back to the recovered production SAN. Professional services are available for service setup or data recovery. Business Challenges Most companies recognize that they need to not only protect their corporate data offsite, but also to replicate their mission critical IT infrastructure. Still, they have many concerns on how to accomplish this: How reliable is the solution? How secure is the solution? How do we design it? Manage it? Implement it? How do we create a DR plan? How do we fund this? As a result, many organizations do not have a Disaster Recovery (DR) solution in place for their IT infrastructure, leaving themselves vulnerable. Availability The VDR service is available for all Terremark colocation customers in all Terremark Data Centers and for customers with their IT assets outside of Terremark data centers. Please note that this service is not currently available to our Managed Hosting customers. The VDR service provides infrastructure in the following locations: Terremark NAP of the Americas Miami, FL Terremark NAP of the Capital region - Culpeper, VA Terremark NAP of Amsterdam Amsterdam, Netherlands Terremark provides the VDR customer with all the required services to implement replication, provide periodic testing and perform Failover in the event of a disaster declaration. Detailed Description Product/Service offering Replicating into a managed cloud-based computing environment involves much lower capital expense, minimizes complexity and reduces ongoing in-house management compared to building and managing your own DR infrastructure. Our experts deliver proven solutions that deliver reliable, repeatable, and predictable recovery with guaranteed compute resources available when you need them and Recovery Point Objectives (RPO)/Recovery Time Objectives (RTO) from seconds to hours, depending on customer requirements. 3
List of supported elements Terremark s Virtualized Disaster Recovery solution is well suited for highly virtualized environments using VMware ES, or Microsoft Hyper- V. Terremark customizes these solutions by seamlessly integrating its cloud-based virtual servers with networking solutions and colocationbased physical servers as required. Guaranteed Resources In the VDR Environment customers resources are guaranteed: CPU, RAM, disk space, and network access (based on customer s contract). The resources are guaranteed for the customer throughout the life of the contract, whether or not the resources are being used for any purpose (e.g. replication). In addition to the guaranteed resources that the customer has contracted for, in the event of a disaster, Terremark enables customers to burst into the available spare/unused capacity at no additional charge. Replication Replication of the customer data is accomplished in one of the following three methods: Method One: Hypervisor-Based Replication (Virtual Server-to-Virtual Server): For customers with VMware virtualized servers, this type of replication allows the entire Virtual Machine (VM) to be replicated from the customer s environment to the Terremark VDR Environment. o The replication occurs at the Hypervisor-level and the customer can choose which VMs to replicate and restore. o This type of replication is available regardless of what storage solution is used for the VMs (Example: NetApp, EMC, Hitachi). Method Two: Array-Based Replication: With array-based replication, the data is transferred from the customer IT infrastructure to the Terremark VDR Environment at the Storage Area Network (SAN) or Logical Unit Number (LUN) level. Data transfer leverages the replication technology inherent within manufacturers storage solutions. Supported environments: o NetApp with SnapMirror technology. o IBM N Series disk arrays. For supported environments: o Terremark provides a segment of its SAN which will serve as the customer s target for replication. For Non-supported environments: o Customers can upgrade their current infrastructure to one of the supported environments or utilize hypervisorbased replication. Method Three: Application-Based Replication: Some business applications provide native replication to confirm the data store from the customer s IT environment can be replicated to the Terremark VDR Environment. Examples include Microsoft SQL Server and Exchange. o For compatible applications, Terremark will provide a VDR Environment that can receive the customer s application data replicated from the source environment. For example, the target VDR Environment can implemented to support log shipping from customer s source SQL Server databases. o For application-based replication, the customer s IT infrastructure can be virtual, physical or both. Installation, Configuration, and Support Terremark will implement the necessary resources within the VDR Environment to support replication. Terremark will also recommend changes to the customer environment for compatibility with the VDR environment (if required). Optionally and for an additional fee, Terremark can implement the required compatibility changes to the customer environment through a professional services engagement. 4
VDR Disaster Declaration, Failover and Failover Conclusion When the customer declares a disaster, Terremark will initiate the Failover process to transfer the customer s IT environment to the VDR Environment. Terremark will make the VDR Environment operational and provide the Customer with IP connectivity to the servers in the VDR Environment. The customer can declare a disaster at any time ( Disaster Declaration ) to initiate the Failover process. However, only personnel on a customer-maintained Authorized Customer List (ACL) may declare a disaster. At the conclusion of the Failover, the customer s servers will be transitioned from the VDR Environment back to the customer s environment. Customer Access o o After a DR Failover has been completed, customer will have admin access to their servers in the VDR Environment via standard IP remote access tool (e.g. Remote Desktop Connection, VNC, etc.). Terremark only provides IP connectivity to the servers and is not responsible for remote connection solutions. Terremark will provide IP connectivity to the VDR Environment servers for the customer s end users. Client-side configuration is the responsibility of the customer. There is no Failover for the SRO service as that is only a data replication/vaulting service. VDR Disaster Recovery Testing Terremark will support DR tests for the customer simulating a DR declaration and Failover. Terremark and the customer will jointly develop the test plan for the DR tests, where the test plans include the test cases and pass/fail criteria. Terremark will provide a Failover test as part of the initial implementation. The customer can test the Failover one time per year without additional charge. To take advantage of this test, the customer must provide at least 30-day notice to schedule a DR Test. Terremark will support each DR Test for a period of 3 days. Additional DR Tests are available for an additional cost. There are no DR tests for the SRO as that is only a data replication/vaulting service. Monitoring Terremark will monitor all replication activities for Hypervisor- and Array-based replication, and will monitor the VDR environment to verify that it is available for Failover. Reports/alerts will be provided for replication errors and issues. If a replication error occurs, Terremark will attempt to diagnose the root cause. If the root cause is in the customer IT infrastructure, Terremark will provide information about the issue. After this information has been transmitted to the customer, the customer is responsible for diagnosis and remediation of issues within the customer IT infrastructure. Terremark can provide in-depth technical diagnoses as part of a Professional Services contract. Please note: Terremark does not monitor Application-Based replication activities as those have to be managed from the source; however, Terremark will monitor the underlying VDR environment. 5
Pricing Virtualized Disaster Recovery (VDR) For the Virtualized Disaster Recovery (VDR) solution, there are six price parameters: installation fee, base virtualization environment, any additional resources, bandwidth, professional services and a DR declaration. If new servers are added to the customer environment, the customer must contact Terremark support to add the server to the replication scheme. An additional fee may apply in order to account for additional resources. Installation Fee. There is a one-time setup fee for the service. Base virtualization environment: The virtualization environment is priced based on the number of replicated Virtual Machines (VMs) and the type of replication implemented. o Hypervisor-based replication includes: A Monthly Services Fee; and, Implementation Fee o Array-based replication includes: A Monthly Services Fee; and, Implementation Fee o Application-based replication is priced based on the application being replicated. Additional Resources: Each of virtual machines has a base amount of CPU/RAM/Storage. The virtual machines can be upgraded with the following resources to accommodate the customer s needs: o CPU o RAM o Storage Some hardware and software may need to be purchased depending on the proposed VDR architecture: o Firewall(s) o Router(s) o Other networking hardware to meet specific customer needs Bandwidth: Bandwidth charges apply at the Terremark data center edge. Professional Services: Terremark can provide additional Professional Services that may be required DR Declaration: There is a one-time fee for any DR declaration. Other fees and charges may apply, based on customer's unique solution. Storage Replication Option (SRO) For the Storage Replication Option (SRO), there are three price parameters: installation fee, base storage fee and monthly management fee. Installation Fee. There is a one-time setup fee for the service. Storage fees include: o A Monthly Services Fee; and, o Implementation Fee SRO monthly management fee. Other fees and charges may apply, based on customer's unique solution. Additional/Optional Services In addition to provided VDR and SRO services, Terremark can provide the following capabilities: Additional DR Tests: The customer may request more than one DR Test in a given year for additional charges. 6
Colocation Services: For devices that cannot be replicated to the virtual environment, such as certain physical devices, Terremark can provide colocation services to augment the VDR solution. Data Copy Services: For a SRO customer, Terremark can provide in a professional services engagement to copy a customer s data to physical media/device, ship the media/device to the customer site and copy the data to the customer s infrastructure at LAN speeds. In-Depth Technical Diagnoses. Terremark can provide in-depth technical diagnoses as part of a Professional Services contract. SLAs VDR performance is backed by the following Service Level Agreements (SLA) 1 : Terremark will initiate failover within 60 minutes after disaster declaration. Availability commitment of 99.9% for Terremark infrastructure. 1 Terms and conditions apply. See your Terremark account manager for details. 7
Service Matrix Terremark provides detailed Service Matrices for each Managed Infrastructure and Managed Application component supported. These detailed Service Matrices are available from a Terremark Sales Engineer assigned to assist in solution development. The following represents the Service Matrix for Virtualized Disaster Recovery. For items denoted as Additional Cost, Terremark can provide service billed at an hourly rate, in full hour increments. A discovery form should be completed and submitted to ecsupport@terremark.com one business day prior to the commencement of any service that incurs additional cost. Service Activities Deployment Management Included Customer Additional Cost Deploy any required VDR environment resources required Deploy any required VDR network connectivity within Terremark data center(s) required Customer IT infrastructure resource Network connectivity within customer infrastructure Availability Management ( Event, Incident and Problem Management) Included Customer Additional Cost Replication monitoring and reporting for Hypervisor-based replication and Applicationbased replication Replication monitoring and reporting for Application-based replication Identify and report issues within VDR Environment Identify and report issues within customer environment that affect replication to the VDR Environment Identify and fix issues within VDR Environment Fix issues within customer environment that affect replication to the VDR Environment Terremark fixes issues within customer environment Capacity Management Included Customer Additional Cost Monitor overall storage utilization Maintain acceptable storage utilization level Monitor circuit utilization Maintain acceptable circuit utilization level 8
Change Management Included Customer Additional Cost Replication to the VDR environment Report to Terremark configuration changes on customer servers that affect Update VDR Environment to support configuration changes on customer servers that Affect replication to the VDR environment Report to Terremark replication scheme configuration changes Update VDR Environment to support replication scheme configuration changes Report to Terremark addition/deletion of servers, applications and/or LUNs from All changes to the customer configuration need to be reported to Terremark as these changes may affect replication and the VDR Environment. All changes to the VDR Environment need to be reported to the customer as these changes may affect replication. Security Management Included Customer Additional Cost Maintain security standards, policies, and procedures for the network, servers, and storage supporting the VDR infrastructure Maintain and execute customer specific firewall security policies on Customer firewalls: including firewall rule set configuration, modification, or log management Maintain and execute customer specific firewall security policies on Terremark firewalls: including firewall rule set configuration, modification, or log management Maintain general security of customer data, customer operating systems, encryption levels, and custom or third party applications installed by customer All changes to the customer configuration need to be reported to Terremark as these changes may affect replication and the VDR Environment. All changes to the VDR Environment need to be reported to the customer as these changes may affect replication. Support Support for the Service Activities listed as Included are available from 9 am to 6 pm ET, Monday through Friday, exclusive of Terremarkobserved holidays, with the following exceptions: 1. Monitoring: Terremark will provide 24 x 7 x 365 support for VDR issues, including replication issues, DR declaration, Failover and ongoing system monitoring. 2. Telephone Support: Terremark telephone support is provided 24 x 7 x 365 2012 Terremark Worldwide, Inc. All Rights Reserved. The Terremark name and logo and all other names, logos, and slogans identifying Terremark s products and services are trademarks and service marks or registered trademarks and service marks of Terremark Trademark Holdings, Inc., or its affiliates in the United States and/or other countries. Microsoft, Hyper-V and SQL Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. 9