REDCENTRIC HOSTED PHYSICAL SERVER SERVICE DEFINITION SD027 V1.6 Issue Date 01 July 2014
1) OVERVIEW The Hosted Physical Server service (HPS) offers dedicated off-site server resource located within an Redcentric data centre. HPS is designed for maximum availability with the benefits of the hardware being hosted in one of Redcentric's secure and resilient data centres; i.e. in the core of the network. Additional managed services from the Redcentric portfolio can be used to meet specific Customer requirements. Customers can deploy HPS for any given role safe in the knowledge the server is in a secure environment with 24x365 hands and eyes support. 1.1.1) Features HP hardware with configurations to meet specific Customer requirements Servers hosted at established Redcentric secure data centres Server hardware maintenance and 24x7 hardware support Hands and eyes support 1.1.2) Benefits Outsourcing removes the day-to-day burden of maintaining server infrastructure Allows businesses to focus on core business areas Reduces the need to have in-house environmental & hardware engineers Scalable, flexible solutions 1.1.3) Options Flexible server hardware component configurations Additional products from Redcentric s managed service portfolio to complement this service providing network and firewall services, data backup and storage solutions. Page 1 Confidential
2) SERVICE DESCRIPTION HPS provides the Customer with a dedicated physical server hosted within an Redcentric data centre. Redcentric builds the server and houses it in a secured rack. The server is then handed over to the Customer who assumes full administrative control and responsibility for the operating system, applications and data. Redcentric will provide technical support for the hardware only, subject to the HPS Service Level below. Redcentric will provide hands and eyes support service, performing some basic tasks that require physical interaction with the server at the request of the Customer. 2.1) FUNCTIONALITY 2.1.1) Hardware A goal of HPS is to operate a consistent fleet of servers based on a single brand and model-range as much as possible. The server hardware default is to utilise HP Proliant DL380 rack mounted servers. Other models within the HP range can be selected to meet specific Customer requirements, such as models supporting more processors, memory or internal disks. Redcentric may change vendor and server type from time to time in order to offer an improved service. 2.1.2) Standard Build Hardware Options The following options are available for each server build: Number of processors Quantity of memory Number and type of hard drives Storage controller and RAID level used Number and type of network interfaces Add-in cards specific to the workload, such as flash, graphics, and so on Redcentric will assist the Customer in selecting the server specification to the workload requirements. 2.1.3) Operating System The Customer must install and support the server operating system. The default is for the Customer to license the operating system. However, Redcentric can provide Microsoft and Red Hat licences via its service provider licence agreements where requested. 2.1.4) Hard Disk Configuration The Customer is required to configure the hard disk redundancy, partitioning and file system configuration during the installation phase. Page 2 Confidential
2.1.5) Server Access Customers can have remote access to the server if appropriate wide area communication is deployed. Redcentric will undertake reasonable tasks requiring physical interaction with the server hardware as a hands and eyes service. 2.1.6) Integrated Lights Out (ILO) port The ILO port on the physical server will be made available to the Customer for remote server management. The ILO port can be connected to a customer out of band management network to perform specific functions if required. 2.1.7) Connectivity Default connectivity for HPS provides dual 1Gbps Ethernet ports for Customer network and single 10/100/1000Mbps port for ILO. Internet bandwidth and connectivity to Customer sites are not included with this service as standard but are available from Redcentric as additional optional managed services. 2.1.8) Managed Services Redcentric can provide several other managed services that complement this service; this includes hardware firewalls, virtual servers, corporate network connectivity, data backup and storage. 2.1.9) Hardware (BIOS) Patch Management Critical firmware updates will be implemented under the planned maintenance procedure. Updates will only be applied if the manufacturer advises that a problem can only be addressed by upgrading BIOS firmware. 2.1.10) Software Patch Management Patch Management of the operating system and all applications is the responsibility of the Customer. Redcentric cannot accept any responsibility for the impact on an application or Customer's data as a result of applying (or failing to apply) an update. 2.1.11) 24x7 Monitoring Redcentric does not manage the operating system, or any of the applications running on the hardware, therefore it is not possible to provide pro-active monitoring of the server hardware, operating system or applications. Where configuration is possible, Redcentric will periodically poll a valid, static IP address to offer a basic connectivity test if required by the Customer. 2.1.12) Backup Customers should ensure that the operating system, application configuration and user data is regularly backed up. Redcentric can provide a managed backup service to complement HPS. 2.1.13) Equipment Location Redcentric will provide HPS from equipment hosted within Redcentric s UK data centres. Page 3 Confidential
2.2) CUSTOMER DEPENDENCIES The following are Customer Dependencies for HPS. Install, configure, license and manage the operating system and applications used on the hosted physical server 2.3) EXCLUSIONS The following are excluded from the scope of HPS. Reporting on performance metrics Backup or disaster recovery to a second data centre Patching of the operating system or applications Licensing of the operating system or Customer applications Support of the Customer s applications Backup of the Customer s data to a second data centre, unless taken as part of a separate Redcentric service Recovery of the hosted physical server to a second Redcentric data centre, unless taken as part of a separate Redcentric service Page 4 Confidential
3) IMPLEMENTATION AND ACCEPTANCE 3.1) HPS IMPLEMENTATION Redcentric will order the hosted physical server equipment on receipt of the customer order. Server hardware is typically built to order and delivered within 4 weeks. Redcentric will then: Rack, connect and power on the hosted physical server Connect the hosted physical server to the agreed networks Configure the hosted physical server ILO port with customer provided IP addresses Upon service activation, the Customer will be able take over the hosted physical server build via the ILO port. The target lead time to complete service delivery is detailed in the table below, for each service element. This is subject to the timescales of delivery of the specific connection mechanism used to connect the Customer to HPS, such as delivery of Ethernet access circuits, NHS network (N3) connection, Internet address allocation via RIPE, firewall configuration, options selected, etc. Service Element HPS Implementation Service Activation Timescales Target completion within 25 working days 3.2) HPS ACCEPTANCE The following are the Acceptance Criteria applicable to HPS: Verify that the primary Customer contact can access the ILO port on the hosted physical server The Customer will need to nominate (pre-installation) and make available an appropriately qualified representative to work with the Redcentric representative during the service delivery. The nominated Customer representative will accept delivery of HPS as a fully commissioned service and sign the service sign-off document and return this to Redcentric. The installation will be carried out between 09:00-17:30, Monday Friday, except where agreed with the Customer. Page 5 Confidential
4) SERVICE LEVELS AND SERVICE CREDITS 4.1) SERVICE LEVELS The Service Level applicable to HPS is as follows: Service Level: Availability Measurement Period: Month Service Level Not less than 99.95% 4.2) FLOOR SERVICE LEVEL The Floor Service Level applicable to HPS in respect of Availability shall be 85% in any given Month. 4.3) SERVICE CREDITS The Service Credits applicable to HPS shall be calculated as follows: Where: = S = the number of seconds by which Redcentric fails to meet the Service Level for Availability in the relevant Month C = total Charges payable in respect of HPS for the same Month MS = the total number of seconds in the same month Page 6 Confidential