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, and network configurations from their production environment into a securely managed Cloud Computing environment located within a Verizon Terremark facility, where they can failover to a productionready environment in the event of a catastrophic outage at their primary facility. Customers pay to reserve CPU, memory, storage, and networking capacity in a shared virtual private infrastructure that is owned and operated by Verizon Terremark. This helps control disaster recovery costs for the customer by eliminating the need to purchase and maintain expensive, dedicated technical infrastructure. In addition to providing the underlying infrastructure, Verizon Terremark provides the services to design and configure the replication and failover solution, monitor replication, test failover capability on a regular basis, and execute the failover plan on behalf of the customer in the event of a disaster declaration. 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 Only Many companies need their data replicated offsite (e.g. for compliance reasons) and do not have budget for a full Disaster Recovery solution. Many of these organizations have no offsite copy of their data and run the risk of data loss.. Terremark Storage Replication Only (SRO) represents a cost-effective solution for efficiently and securely replicating a customer s data offsite. As the name would suggest, SRO only replicates the data compute and network are not provisioned and failover is not provided as part of the service. However, failover can be contracted separately at the time of need as a professional services engagement. When the customer s production environment is once again available, Terremark will make available the replicated data for transfer back to the recovered production environment. Professional services are available for service setup or data recovery. Business Challenges Most organizations recognize that they need to replicate their data offsite as well as provide compute and network infrastructure on which to run the applications that use that data. 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 multi-tenant Managed Hosting or Enterprise Cloud 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 (Q1 2013) Terremark provides VDR customers 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 requires much lower capital expense, complexity and ongoing in-house management compared to building and managing your own DR infrastructure. VDR delivers reliable, repeatable, and predictable recovery with guaranteed 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 VDR is targeted at customers with Highly virtualized production compute environments. Colocation is used to accommodate physical servers, which are networked together with virtual servers to create a seamless failover environment. Supported hypervisors include VMware ES, ESi, Microsoft Hyper V and Citrix enserver. Dedicated and Burst Resources In contrast with many competing services, VDR customers are guaranteed access to the CPU, RAM, and storage resources they contract for. The minimum amount of resources reserved for each customer is based on the number of servers and amount of data they are replicating. Currently, each replicated server contributes 1 GHz CPU and 1 GB RAM to the guaranteed resource pool. Customers may optionally contract for additional CPU and/or RAM that is guaranteed to be available to them during a failover event, and/or they may burst into additional resources at no charge, on a best effort/as available basis. Reserved resources are guaranteed for the customer throughout the life of the contract, whether or not the resources are being used for any purpose. Burst resources are available on a best effort basis, and while likely to be available when required, availability is not guaranteed. This Guaranteed plus burst model ensures that even in a regional outage, every customer will have access to the resources they have contracted for. Customers with lower risk tolerance can contract for more reserved resources, even up to the full amount that is allocated to their production environment. Customers with higher risk tolerance can lean more on the burst model and will see significant cost savings, while still having guaranteed access to the pool of resources they contracted for. Replication Replication of the customer data is accomplished in one of the following three methods: Method One: Hypervisor-Based Replication (Server-to-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. 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 by a compatible storage array. Data transfer leverages the replication technology inherent within manufacturers storage solutions. Supported environments: o NetApp with SnapMirror or SnapVault technology. o IBM N Series disk arrays. For supported environments: o Terremark provides a secure segment of its multitenant storage array, which serves as the customer s target for replication. For Non-supported environments: o Customers can upgrade their current infrastructure to one of the supported environments. o A compatible gateway device can be implemented to support array-based replication. The gateway translates the customer s data into a format that can be replicated and understood by the Terremark VDR Environment. o Hypervisor-based replication is a comparable alternative to array-based replication when the customer s infrastructure does not support compatible array replication technology. Method Three: Application-Based Replication: Many enterprise applications like Microsoft SQL Server, Exchange and Active Directory, Oracle databases, IBM Lotus Notes, LDAP and DNS can replicate themselves natively very well. Even in highly virtualized 4
environments, many of these enterprise applications are still run as physical server workloads. Customers can opt for applic ation-based replication to compatible physical servers housed in colocation (physical to physical replication), or to virtual servers (physical to virtual replication).. o For compatible applications, Terremark will provide either colocation space for physical servers, or virtual servers, on which the customer can install the target operating system and application to receive replication from the production application(s). For example, Oracle Data Guard replication from the customer s production Oracle servers to either a physical or virtual Oracle database server in VDR. 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. During the customer onboarding process, Terremark network experts will work with the customer s technical team to discover and document all network configurations (IP address ranges, subnets, VLANs, firewall rule sets, etc.), and will configure compatible network configurations in the VDR network environment. This ensures that communication between servers and applications works identically in VDR as it does in the production environment. Terremark will also work with the customer to develop the failover plan, which defines the order in which servers are booted, boot order dependencies, and network failover steps. This information is used to create the customer s failover scri pts and run book which are used to execute the failover plans that are used for failover testing or when a failover event is declared. VDR Disaster Declaration, Failover and Failover Conclusion When the customer declares a failover event, Terremark executes the Failover plan to activate restore the customer s IT workloads in 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 There is no Failover for SRO. 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. 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 60-day notice to schedule a DR Test. Terremark will support each DR Test for a period of 3 days. Additional annual DR Tests are encouraged and available for an additional fee per test. 5
There are no DR tests for SRO. 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 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; however, Terremark will monitor the underlying VDR environment. 6
Pricing Virtualized Disaster Recovery (VDR) For the Virtualized Disaster Recovery (VDR) solution, there are five price parameters: installation fee, base virtualization environment, any additional resources, bandwidth, and a DR declaration. 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 monthly services fee per replicated VM o Array-based replication monthly services fee per replicated VM o Application-based replication monthly services fee per replicated VM 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 (per GHz of CPU) o RAM (per GB RAM) o Storage (per 1 TB usable storage capacity) 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. 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 Storage Replication Only (SRO), there are two price parameters: installation fee and base storage 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 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. 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. Professional Services: Verizon Terremark can optionally provide professional services to assist with disaster recovery and business continuity planning. Security Services: Verizon Terremark can optionally provide managed security services to protect the customer s operating systems and applications when failed over to the VDR environment. 7
Data Copy Services: Terremark can provide professional services to copy a customer s data to a physical media/device, and ship the media/device for faster local seeding or restore of data 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. 8
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. 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 9
Change Management Included Customer Additional Cost Replication to the VDR environment Report to Terremark network configuration changes on customer network Update VDR network to reflect reported changes to the production network 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. 10