DDS G-Cloud SaaS Services The Cloud User Portal the CUP Service Description & Pricing This document outlines the service attributes of the DDS G-Cloud Cloud User Portal Service. The service is delivered by DDS Ltd via Savvis Government Wide Service secure and assured infrastructure A DDS G-Cloud SaaS service
DDS SaaS Service Cloud User Portal Service Service Description Document version 3.0, Mar 2013 Services delivered by Daemon Directory Systems Ltd. Gaston House East Bergholt COLCHESTER CO7 6SD http://www.dds-labs.com Tel: +44 (0)1206 299288
CONTENTS 1 Executive Summary... 1 1.1 Features and Benefits... 1 1.2 Service Roadmap... 1 1.3 Customer Feedback... 1 2 Commercial... 2 2.1 Service Pricing model... 2 2.2 Trial Period... 2 2.3 Minimum Contract Period... 2 2.4 Termination of service... 2 3 Service Management & Support... 3 3.1 Server Farm Disaster Recovery Strategy... 3 3.2 Scheduled Maintenance... 3 3.3 The DDS Help Desk... 3 3.4 Service Levels... 3 3.5 Service Credits... 4 3.6 Data Removal & Migration... 4 3.7 Service Ordering... 4 3.8 Payment Options... 4 3.9 Invoicing... 4 3.10 Billing and Real Time Management... 4 4 Service Technical Specifications... 5 4.1 Service Architecture... 5 4.2 Web Browser Support... 5 4.3 Network Connectivity and Service Boundaries... 5 4.4 Data Centre(s) and Data Storage... 5 4.5 Security Accreditation... 5 4.6 User Identity & Authentication Management... 5 4.7 User On-Boarding and Off-Boarding... 6 4.8 API Access... 6 4.9 Data Removal & Migration... 6
DDS Cloud User Portal Service Description Daemon Directory Services (DDS) are pleased to lead the market with the creation of the secure Cloud User Portal, (known as the CUP ); a high functionality management system for using G-Cloud SaaS services, fully security accredited and available now to government bodies with a GSi or equivalent connection. The CUP is a management service built to provide the strong management and flexibility for SaaS services delivered through the G-Cloud initiative; allowing users to electronically procure individual Cloud services for specific individuals and/or organisations, whilst also viewing and managing service invoices, all through a secure self-serve portal. The CUP provides different capabilities and views based on an individual s business role; it enables suppliers to post their service details in the portal s product catalogue; together with any service options and price plan tariffs for the customer to choose from. Customers use the portal to order and then manage their G-Cloud services. Ordering is simple and automated - they select an instance of a catalogued product and build an order that s communicated through the integral CUP workflow system to the supplier for them to fulfil. The customer can then launch the service directly from the CUP, adding new users to the service through the CUP s integral workflow system. A key function of the CUP is its ability to keep track of services as they are consumed. Customers get itemised billing information showing monthly spend; together with new service forecasts so they can predict their future expenditure. Suppliers get information on subscription to their services and can see their actual and predicted revenues, and can even use the CUP to generate invoices sent to customers. The service is built, accredited to IL3, accessible via the GSi, and available now for customers and supplier to register with. Enables electronic Enterprise or user based Cloud Procurement Provides management Information Self-serve online portal Reduces time and Costs to Government Reduces time and costs for Suppliers Offered as a SaaS based subscription model Light touch, browser based service Visible from GSi connected workstations No Crown CapEx investment No termination charges Accredited to Business Impact Level 3 (IL3) Planned integration with GeM (the Government emarketplace Portal) The roadmap for the service includes a number of planned enhancements as follows Timeframe * Service Area Enhancement 6 Months The CUP Internet The deployment of the sister service providing an IL0 service to complement the IL3 secure service. 9 Months Billing Enhanced Payment options to include PayPal, etc. 9 Months Instant messaging Instant Messaging capabilities to other CUP users 12 Months Service management Enhancements to provide performance ratings on Cloud services As per other SaaS services, DDS has defined the current service capabilities in accordance with its desired service offering. However DDS would be interested in user feedback on features or functions they would like to see in the future. Version 3.0 Page 1 of 9
DDS Cloud User Portal Service Description The pricing model for The CUP is based on a monthly subscription model banded on the number of users who register to utilise The CUP. Once registered on The CUP, the capabilities described in section 2, become available to the public sector user. In order for a new service such as The CUP to be evaluated by the user base, DDS are prepared to offer an extensive 12 month free trial period for this service, please see section 3.2 Trial period Bandings Number of CUP users in an organisation Monthly charge per Organisation Initial Term * 1 <1000 500 12 Months* 2 <5,000 700 12 Months* 3 <10,000 1000 12 Months* 4 <100,000 1500 12 Months* 5 100,000 + 2000 12 Months* Table 1 - Subscription charges * A 12 month free of charge trial period is offered to all public sector organisations who register for the service in 2012. Upon completion of the initial trail period, each organisation will move on to a rolling monthly term subscription, charged in accordance with the banding identified in table 1 above. The minimum period of contract is one month. No termination charges are applied in the event of a subscription termination. The budget holder paying for the service can request termination of their subscription. The termination period is 1 calendar month which in order to keep invoicing as simple as possible and reduces costs. This period will be rounded up/down according to the following rules: A user requesting termination of a service before the 15th of the month will be recognised as a valid termination for that month, the service will be terminated at the end of that calendar month. A user requesting termination of a service on or after the 15th of the month will have their service terminated at the end of the following calendar month and the customer will therefore be charged for both months. Version 3.0 Page 2 of 9
DDS Cloud User Portal Service Description The infrastructure on which the service is delivered is backed up to prevent the loss of service data and allow system recovery in the event of a major system failure. Scheduled maintenance may be carried out between 1am and 5am daily There may also be planned downtime to facilitate preventative maintenance; DDS will use all reasonable endeavours to ensure that any downtime is kept to a minimum. The CUP is an online portal service, enabling self-serve for Users. DDS does not envisage providing user based support services, however in the event of difficulties with the CUP service the DDS Service Help Desk is available from 8am to 6pm Monday to Friday, normal working days. Tel No: Manager: 01206 299288, email support@dds-labs.com Naomi Barford, naomi.barford@dds-labs.com The DDS Help Desk registers all reported Incidents, Service Requests, Complaints, Queries, and Escalations in its help desk recording system in accordance with ITIL 3 recommended best practice. An appropriate Priority Code will be assigned by the DDS Help Desk to all incidents. The customer agency that raises the call will receive regular updates on incidents to inform on progress. Occasionally a situation arises whereby a call is not handled as effectively as expected and DDS has recognised that an Escalation procedure is a necessary requirement to assist avoiding the exceeding of Service Levels. A Customer may at any time initiate an Escalation in respect of any Incident, Problem or Complaint. A customer may raise a Complaint at any time. Service Complaints are to be logged with the DDS Help Desk. Complaints regarding individuals are to be logged directly with the DDS Service Director Susan Bullivant sbullivant@dds-labs.com. The GWS Service Help Desk is available 24 hours per day, 7 days per week. The DDS help desk is available 8-6 Monday to Friday. The availability if the service is 99.5%. The maximum unplanned service downtime shall be 3.6 hours per calendar month. Availability of the service is measured by the ability to deliver a SharePoint service to the GSi, not end user accessibility, nor individual site access availability which may be affected by an agency s local network supplier. Periods of scheduled maintenance are excluded from the calculation of Availability. DDS will provide reports to support effective service management. Incident Management will be measured via the number of service affecting Incidents raised with the DDS Help Desk. Customer satisfaction is important to DDS. DDS will perform annual customer satisfaction surveys and will conduct sample assessments of Incident Resolution. Version 3.0 Page 3 of 9
DDS Cloud User Portal Service Description Service credits are considered a last resort to a service issue, the intent of the DDS service is to provide an excellent service. DDS will be striving for excellence through its service delivery however in the event of unscheduled outages the following will apply The CUP has limited information stored on the system however if a data extract by a Government organisation is required beyond the standard download facilities provided, then the authority is to contact DDS help desk. The requested data will be made available by the DDS Help Desk to the Site Administrator via a secure download web site on the DDS Service, accessible for data download using a compatible browser over the GSi. The data will be automatically removed after it has been downloaded, or after a fixed period of 24 hours. The download site address will be identified to the authority via an email but the password will require contact with the DDS Help Desk. Downloading large volumes of data across a customer s GSi link may be an issue and is only recommended for small volumes. If the extract is done over the GSi, there is no charge for the GWS DDS component of the data extract, though local networks charges may apply. Download of larger volumes ( >4GB) requires specific approval of the DDS Help Desk and they may recommend the alternative approach which required export to removal media and delivery via a secure courier in accordance with HMG data security standards with guidance from the site administrator s DSU. Public Sector Users may register for the CUP service in one of two ways. 1) If the organisation is subscribing to the DDS IFS service*, then the users within the organisations network domain will already be recognised users and will be able to access the service through their standard desktop password and accesses by launching a browser and going to the CUP URL. 2) If the organisation is not a member of the DDS IFS service, then users can register there details on the CUP. This will provide the user with a login and password for future access to the CUP *NB, the DDS IFS service is currently free of charge for public sector organisations to join. Please see the DDS IFS service description for further details. Suppliers may subscribe to the service by contacting DDS Top of the Document Payment can be accepted through GeM, BACS or Purchase order. Future service enhancements will enable payment options through merchant payment systems see the Service Roadmap for details. The Service is invoiced in arrears at the end of each calendar month. If there have been service credits in that month, these will be automatically applied in arrears. The customer will be invoiced for DDS services consumed at the end of the month in which they are consumed, with payment due within 30 days of receipt of invoice. The CUP provides real time management an billing to allow customers complete control over the Cloud services they are consuming and the amount of spend they are committing to via G-Cloud applications. Version 3.0 Page 4 of 9
DDS G-Cloud Team Collaboration Service Description The Cloud User Portal is built upon Microsoft s ASP.NET MVC framework backed by a SQL Server database. It uses proprietary connector protocols to provide auto-provisioning of cloud applications and web service interfaces for notification of billing metrics from supported systems. To ensure the best possible experience across multiple browsers the DDS SharePoint service operates on the following browsers: Microsoft Internet Explorer 7 (and later) Firefox 3 and later and Safari 3.1.2 (with Macintosh OS X 10.5) with some limitations NB, Internet Explorer 6 is still commonly used on some government desktops but does not support all of the features necessary for correctly rendering SharePoint 2010 screens 1. The service utilises the GSi network for delivery to users on their agency local networks. The GWS can only guarantee performance of the service to the GWS GSi interface, performance across the GSi and across local networks to local end user s desktop is out of scope for the DDS collaboration service. Local issues of gaining access the service are the responsibility of the agency to address with their local desktop & network providers. In order to access the service the user will need to be able to securely access the GSi using an appropriate web browser from their GSi network attached agency workstations and use standard HTTP. The DDS Team Collaboration service is hosted by Savvis UK Limited, in Savvis IL3 accredited, Tier 3 data centre(s). All user data stored in the Service will be stored on Savvis GWS hosting SAN data storage facilities held in Savvis EMEA Data Centres in the UK. Savvis GWS storage meets the necessary standards to comply with Safe Harbour requirements established under EU Directive 95/46/EC EU Safe Harbour definition. The DDS CUP Service has been designed to operate in a secure environment and has been security accredited to IL3 (RESTRICTED) level to be accessible via the government GSi network. Accreditation details are held by the Home Office Security Working Group (SWG) contact DDS Help Desk for details of a SWG contact should further information be required. Site Administrators have the responsibility to ensure their users comply with the applicable security restrictions related to their information within the collaboration Service. The DDS Collaboration Service is currently available via the GSi at IL3, future enhancements to the service will offer a IL2 service that operates with IL2 connectivity over the Internet see the Service Roadmap for details. The DDS CUP service uses the DDS Identity Federation Service, (DDS IFS) to identify users. This supports the latest Claims Based Authentication (CBA) technology based on open standards. Using the DDS IFS service makes users access of a SaaS resource a seamless experience and obviates them having to remember secondary logon information (user id and password). Joining the IFS is a decision for the agency not the users of the Collaboration service - the IFS is open to any government agency to join see the DDS IFS Service Description for details. Once an agency joins the DDS IFS service, it can be re-used by all personnel within that agency 1 See the following for discussion of limits of IE6 usage with SP2010: http://social.msdn.microsoft.com/forums/en- US/sharepoint2010general/thread/3b14dbd5-147a-4a38-b1b6-7e1b33d94319/ Version 3.0 Page 5 of 9
DDS G-Cloud Team Collaboration Service Description The DDS IFS is also open to any GSi visible SaaS service to join as a partner service and thus offers a genuine government-wide service able to support Government G-App Store applications needing identity federation. User On-Boarding Any public sector user may access the CUP. In order to gain access the user will need to have one of these two options in place. 1) If the organisation is subscribing to the DDS IFS service*, then the users within the organisations network domain will already be recognised users and will be able to access the service through their standard desktop password and accesses by launching a browser and going to the CUP URL. 2) If the organisation is not a member of the DDS IFS service, then users can register there details on the CUP. This will provide the user with a login and password for future access to the CUP *NB, the DDS IFS service is currently free of charge for public sector organisations to join. Please see the DDS IFS service description for further details. User Off-Boarding To cease using the CUP, the user can simply choose not to access the CUP URL. The DDS Cloud User Portal has a documented API that supplier applications can use to connect to. The API is expressed as a set of Web services, callable via SOAP and REST calls. The API provides access to functions such as: Triggers for billing points User lookups (for application people pickers etc.) Searching for content, users etc. User updates Details of the APIs can be obtained from the DDS Help Desk The Service also supports a set of user level functions for data transfer and migration. A Site Administrator can at any stage request an export of their data (usage and billing information, use profiles etc.) in a suitable format (e.g.: Excel s/sheet, text file) etc. A user can at any stage retire their membership of the portal and remove their entry free of charge. Version 3.0 Page 6 of 9