Managed Server Version: 3.0, Issue Date: 05/02/2014 Classification: Open
Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd. MDS Technologies Ltd, Spring Park, Westwells Road, Corsham, Wiltshire SN13 9GB Telephone: 01225 816220, Fax: 01225 816281 Contents Why MDS?... 1 Summary of service benefits... 1 Product Overview... 1 Product Features... 1 Example Use Cases... 2 Technical Features... 2 Overview of the G-Cloud Service... 2 Information Assurance... 3 On-Boarding and Off-Boarding processes... 3 Pricing Model... 3 Service Management... 5 Service Constraints... 5 Service Levels... 6 Ordering and Invoice Process... 6 Service Lead Time... 6 Termination costs... 6 Customer Responsibilities... 7 Technical Requirements... 7 Training... 7 Related Services... 7
Classification: Open 1 Why MDS? A tailored cloud solution that fits your business needs Full range of cloud hosting options from pure public cloud to hybrid cloud and physical enablement solutions A support team which is based on the same highly secure campus as our cloud platform An assured cloud platform that is independently validated for OFFICIAL and OFFICIAL SENSITIVE data A fully managed platform, supported up to Operating System Over 12 years experience of providing infrastructure services SC cleared operational support staff 24/7 support through our ITIL-aligned Service Desk Additional professional services such as project delivery and technical consultancy ISO 27001, ISO 9001, ISO14001 accredited Over 12 years experience in supporting Public Sector customers A privately owned, UK sovereign company We are an SME - agile with minimal bureaucracy PROFESSIONAL, PERSONALISED SOLUTIONS Summary of service benefits Simple and clear menu-driven prcing Windows and Linux supported Full platform management and support ISO27001 accredited service ITIL-compliant 24/7 Service Desk Named Account Manager Extendable to encompass application and/or database support Product Overview MDS provides a managed service on top of our Infrastructure as a Service (IaaS) platform, to provide a fully managed Operating System Platform as a Service. This service has a number of core components focused on the maintenance and support of an Operating System platform, tailored to your specification to support the applications and services that you require. We can support a wide range of operating systems, but our core service is based around Windows and Red Hat Enterprise Linux (RHEL). We ensure your platform is patched, provided with anti-virus protection and monitored for Capacity and Availability issues and trends. We also provide a 24/7 Service Desk to ensure that any Incidents impacting your platform are responded to and resolved quickly and effectively. Product Features The main features of our Managed Server Service are: Straightforward and transparent pricing Menu-driven options you only pay for what you need Windows and RHEL supported as standard 24/7 Service Desk coverage Suitable for OFFICIAL and OFFICIAL SENSITIVE environments A named Account Manager
Classification: Open 2 Example Use Cases This service would be beneficial if you wish to: Sgnificantly reduce your core infrastructure support costs Take advantage of the benefits of cloud computing but don t have the skills in house Undertake a pilot to assess the benefits of the cloud platform for development and/or production environments. Focus on enhancing your business processes and the applications and systems that support them Ensure a stable and consistent platform to enable innovative application development and low-risk release into a production environment Take advantage of a low-cost, fully managed platform subject to ITIL Service Management control, that will scale rapidly to meet evolving business needs Technical Features This service has the following technical features: Capacity and Availability monitoring and alerting using OMD Check-MK Anti-virus deployment and update using Symantec (Windows) and ClamAV (RHEL) An integrated Service Desk toolset, based on OTRS, which supports interfaces with a wide range of other Service Desk applications Portal access to OTRS for on-line logging, updating and tracking of Service Desk calls Comprehensive Service Management processes and procedures, based on ITIL best practice Overview of the G-Cloud Service Our core service covers the following scope: Provision of a 24/7/365 Single Point of Contact Service Desk Incident and Problem Management Capacity and Availability Monitoring, covering: Server Availability CPU Capacity Disk Capacity Patch download and deployment Anti-virus download and deployment (including Symantec Anti-virus licence) Monthly Standard Service Reporting, covering: Availability and Capacity reporting (as above) Service Desk performance Change Management Financial management
Classification: Open 3 The following additional option may also purchased on a utility basis: Support within secure, segrated networks (such as the Skyscape Elevated OFFICIAL Cloud Platform). The following additional options may be purchased but will be priced based on the Client s specific requirements: Change and Release Management Bespoke Service Reporting and Review requirements Implementation and on-boarding services Disaster Recovery services Asset and Configuration Management Security Management Access Management SQL, Exchange and database support Application Management External internet and secure public sector network connectivity Microsoft GSPLA and SPLA licences RedHat licences Information Assurance We are ISO27001 certified, which covers all our business operations. We are able to provide services at OFFICIAL and OFFICIAL-SENSITIVE and have been subject to accreditiation at these levels by a number of existing customers who take this service from us. On-Boarding and Off-Boarding processes On-boarding: we operate an Operational Acceptance into Service process to ensure we take on the support and management of the cloud-based platform in a controlled manner. This encompasses: Implementation of your IaaS environment within the cloud platform and build of the Virtual Machines you have ordered Setup of monitoring and anti-virus Establishing the key customer service interfaces and information reporting framework Providing access and interfaces to our Service Desk Establishing maintenance and patching regimes and schedules Ensuring the IaaS platform is fully documented and baselined Off-boarding: our off-boarding process is focused on ensuring the controlled shutdown of our service and, where appropriate, facilitating the transition to an alternative provider. This encompasses: Facilitating the removal of your data and content from the cloud platform Securely, and permanently, deleting all data, accounts and access such that they cannot be recovered Pricing Model Core Managed Service Our Core Managed Service is priced on a monthly basis and is made up of two elements:
Classification: Open 4 Per Month Fixed which represents the charge payable each month regardless of the number server instances under support Per Server Instance per Month which represents that charge payable per server instance under support (physical or virtual) in addition to the Fixed charge Core Service Element 1 Incident and Problem Management Capacity and Availability Monitoring Charge per server per month Charge per month fixed Notes 41.52 0.00 Provided via our Service Desk function 23.63 0.00 OS Patching 39.45 630.00 Anti-virus deployment and update 20.40 355.95 Total Core Service 125.00 985.95 Symantec AV for Windows 1.79 0.00 ClamAV for RHEL 0.00 0.00 1 Individual Service Elements can be purchased separately, if required. Fixed monthly charge covers base cost of managing patching in an enhanced security environment, regardless of number of Server instances Applies only to segregated Environments under support Includes cost of Symantec AV licence. Fixed monthly charge covers base cost of managing AV in an enhanced security environment, regardless of number of Server instances Applies only to segregated Environments under support Symantec Anti-virus licensing cost per month for Windows OS ClamAV Anti-virus licensing cost per month for Red Hat Enterprise Linux OS We will apply discounts to the Core Managed Service charges to reflect the volume of servers you require to be supported, as detailed in the table below. Number of Servers under Support Discount applied per server instance per Month Charge 25+ 2.0% 122.50 50+ 4.0% 120.00 75+ 6.0% 117.50 100+ 8.0% 115.00 150+ 12.0% 110.00 200+ 15.0% 106.25 This discount will be applied on a monthly basis, based on the number of server instances under support during the month. SmartHands Service In addition to the Core Managed Service, we provide an intelligent hands service that can be directed by you to carry out Changes and small scale project work. This service is chargeable by the hour. Optional Services SmartHands 70.00 Charge per hour Again, we will apply discounts to the SmartHands Service charges to reflect any volume commitments you are able to make, as detailed in the table below. SmartHands Hours per month added to Core Service Discount applied Monthly Charge
Classification: Open 5 SmartHands Hours per month added to Core Service Discount applied Monthly Charge 20 2.5% 1,365.00 40 5.0% 2,660.00 60 7.5% 3,885.00 80 10.0% 5,040.00 100 12.5% 6,125.00 Larger projects will be priced based on your requirements using our SFIA Rate Table but we will apply the following discounts to those rates depending on the volume of resources you need: Project Resource Days* SFIA Rate Discount applied >= 10 10% >= 50 15% >= 100 20% * You can bundle projects together as a Programme of work to gain the most advantageous discount as long as all work in that Programme is covered by a single Purchase Order. Service Management Not applicable. Service Constraints This service must be bought in conjunction with an Infrastructure as a Service (IaaS) service offered by MDS.
Classification: Open 6 Service Levels We will meet the follow service levels, associated with the management of Incidents occurring within the scope of services provided by MDS. Priority Level Response Target for MDS to Acknowledge Problem Notification Response Target for MDS to Update Customer Resolution Time 1 Critical systems failure or severely impaired 15 Minutes 30 Minutes 4 Working Hours (6 Hours outside Core Service Hours)* 2 User group or key user unable to operate, experiencing significant reduction in system performance 3 Single user unable to operate with no available workaround 4 User or user group experiencing problems but with a work around that does not affect service delivery 15 Minutes 30 Minutes 6 Working Hours 30 Minutes 60 Minutes 3 Working Days 60 Minutes 4 Working Hours 7 Working Days Ordering and Invoice Process A purchase Order is required and billing for the service is monthly in arrears. Payment can be via the following methods: BACS or Cheque. Service Lead Time There are no specific lead times associated with this service. Once the platform has been built in accordance with your specification and made available to you, our service will commence. Termination costs There are no termination costs for this service.
Classification: Open 7 Customer Responsibilities You will need to take responsibility for: The control and management of access and responsibilities for end users. Ensuring only appropriate data (e.g. OFFICIAL or OFFICIAL SENSITIVE) is stored within your platform. Technical Requirements Individual users will require internet access or connectivity via a government secure network to access the MDS Cloud Platform. Training Where appropriate, we will provide guidance in the use of our Service Desk portal. Otherwise, no training is required to use this service. Related Services This service may be bought in conjunction with the following other G-Cloud services: Cloud Enablement Compute as a Service Transition Management Application Management Connecting to the Cloud