Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc.
Notice of Confidentiality: The enclosed material is proprietary to Polleo Systems, Inc. and is therefore copyrighted material. This material is presented for the purpose of product.
Overall Performance Expectations Polleo Systems, Inc. takes pride in delivering a high level user experience and aggressively addresses reports of performance issues. Our over 50 years of collective experience have shown us that not all applications can seamlessly transition to a hosted environment and that the end-user experience expectations are not the same from end-user to end-user. Performance issues are classified as any reported issue that hinders the end-user s ability to perform their day to day tasks in a reasonable amount of time. Polleo Systems, Inc. has an established baseline level of end user performance which is used as a benchmark for determining end user satisfaction. This benchmark was established using a hosted desktop incorporating the following applications: MS Office including Outlook (without plugins), reasonable mail box sizes, Internet Explorer without plugins, and Adobe Acrobat Reader without plugins. Due to the nature of hosting 3 rd party applications from multiple vendors, we have seen a wide range of performance issues that can lead to a diminished end-user experience thus requiring additional engineering time to troubleshoot and/or modify the environment. Polleo Systems, Inc. will perform the following steps to troubleshoot these issues at no charge: Server monitoring: Polleo Systems, Inc. uses a variety of industry standard real-time and long-term monitoring tools as well as specific tools to monitor performance of core applications such as Microsoft Exchange and Microsoft SQL. Connectivity: Monitor network and application level connectivity between the end-user and the hosting environment as well as the end-user s session and the reported performance issue of the application or specific feature User-Level Performance: Shadow users to monitor user level performance. Remote access to the end-user to gather information and reproduce the issue if possible to validate and troubleshoot in real-time. Escalation: The issue is escalated to a Tier 3 engineer who is responsible for determining if the performance expectation meets known industry standards. Provide relevant industry-standard information to support expectations. Based upon the results of our review, we will make modifications or contact the 3 rd party vendor for additional information to determine if any updates, patches or suggested configurations will address the problem. Confirm there are no known issues of the application Validate recommended configuration
Confirm patch level of application and operating system After the above steps have been performed and modifications made, if deemed appropriate, Polleo Systems, Inc. will continue to address the problem as a billable project to be approved by Client. Connectivity Performance: There are many considerations to take into account when determining what type of connectivity should be used or if your existing connectivity can be used to support access to the hosted environment. Here are some guidelines for determining if your connectivity is sufficient: Each user accessing the virtual desktop environment should be allotted a minimum of 60kbps per simultaneous connection. Example: if you have 100 users at a location, you would want to ensure that you have 60kbps x 100 = 6Mbps of bandwidth minimum to support these users. Latency of 100ms and above between the end-user and the hosted virtual desktop environment will begin to degrade the end-user experience. Latency is the time taken for a sent packet of data to be received at the other end. It includes the time to encode the packet for transmission and transmit it, the time for that data to traverse the network equipment between the nodes, and the time to receive and decode the data. Latency can be tested using a variety of tools available for free on the Internet but these tools must be used from end-to-end and not to a random point on the Internet to determine the effective latency between the end-user and the hosted virtual desktop. Any packet loss is also unacceptable. Wide Area Network (WAN) private connectivity can be used to overcome issues with unacceptable latency that is leading to a reduced end-user experience. This type of private connectivity also provides redundancy and security but at a more significant cost than Internet only connectivity. Troubleshooting of network connectivity will be performed as part of the standard process of resolving performance issues. A variety of industry standard tools will be used to determine the root cause of an ongoing, reproducible network performance issue. The Client is responsible for any costs of remediation of the network performance issue to include: contacting the local connectivity provider to coordinate in depth testing of connectivity, reconfiguration of devices in-line with the end-user and hosted virtual desktop, isolation of intermittent issues caused by local network environment including software and configuration of the end-user PC, and Internet outages.
Email Performance: Microsoft Office Outlook 2003 and 2007 users experience poor performance when they work with a folder that contains many items on a server (as defined below) that is running Microsoft Exchange Server 2000, Microsoft Exchange Server 2003, Microsoft Exchange Server 2007, or Microsoft Exchange Server 2010. Typically, Outlook users may receive one of the following messages: Requesting data from Microsoft Exchange Server Outlook is retrieving data from the Microsoft Exchange Server <ExchangeServerName> This issue occurs when Outlook must perform several operations against the Exchange server to retrieve the contents of a folder. Therefore, when there are many items in a folder, additional processing is required to respond to the Outlook requests. We recommend that you maintain a range of 3,500 to 5,000 items in a folder depending on the capacity of the Exchange Server environment. Additionally, you can create more top-level folders or create sub-folders underneath the Inbox and Sent Items folders to reduce the number of items in a folder. The following list includes ways that you can help manage the number of items in folders: Use folder hierarchies to help keep the number of items in a folder to the recommended values. Use mailbox manager policies. Use client-based archiving solutions. Use server-based archiving solutions. Use mailbox size limits. For more information on industry standards for managing Outlook mailboxes, you can visit: http://support.microsoft.com/kb/905803 http://msexchangeteam.com/archive/2005/03/14/395229.aspx End User Hosted Desktop Expectations: Polleo Systems, Inc. provides a Business focused virtual desktop experience. Although customizations to the end-user desktop are available just as they would be on a local PC that was not locked down by an administrator, the default virtual desktop environment has been limited to features and customizations based on years of best practices that support security and
performance. Personalization of the background and background color of the hosted virtual desktop is restricted. Administrative tools such as access to the DOS prompt, shutdown of the virtual desktop, and many of the control panel items have been removed or restricted. Although video and sound are capable through the hosted virtual desktop, these features are only enabled upon request due to the increased bandwidth and shared server workload requirements. It is suggested that end-users who have requirements to watch video, stream music or sound from an Internet source, or play local media such as a DVD should perform these tasks on the local PC. For more information on performance expectations and industry standards, please contact Polleo Systems, Inc. at (317) 829-2105. Preventative Maintenance: In order to maintain proper functionality and respond to upgrades, software installs and other requests from clients, a preventive maintenance period is scheduled for 1:00-5:00 AM EST. All requests for client application upgrades will be performed during this maintenance window, unless resolution of an application failure is dependent upon emergency maintenance. Typically, general system wide maintenance activities are transparent to clients and there no loss of connectivity or functionality. Items that fall under the scope of preventative maintenance include: Global Backend Maintenance: Any modification which effects a wide range of clients Localized Server Modifications- Work that effects a single set of Clients Data Storage: Utilizing highly redundant storage technologies such as SAN and Raid-5 Disk Arrays combined with proactive monitoring to insure data availability. Failure of redundant components can be detected and repaired before any interruption in service occurs. Data Backup: All servers are backed up nightly using snapshot technology which creates a full backup every 7 days and an incremental backup in between full backups. For example, the 1 st backup on day one is a full backup and then an incremental backup will be performed for the next 6 days. On day 8 another full backup is taken which will overwrite the original day 1 backup. Email Storage within Exchange:
Storage for email is considered separate from your file and data storage. Each user is allocated 3 GB of storage within their Exchange mailbox in their base monthly fee. If user exceeds the 3 GB limit a notification will be sent to the user to delete local email. Email includes Postini Spam and Active Sync. Email Archiving: Unlimited email storage is available because of our use of off-site emailarchiving. Unlimited storage is the combination of the users Exchange Mail Box and the users archived email storage. Users will have access to their Exchange Mail Box and Archived Mail Box at all times. Search function is included. Firewalls (client s location): We recommend utilizing Sonicwall firewalls when possible. Firewalls by other manufacturers may raise installation and support costs due to additional troubleshooting, or may need to be replaced. We require READ access minimum to all firewalls whether or not they are third party or Sonicwall. User upgrades and add-ons such as Antivirus or content filtering should be coordinated with us directly. Supplied Dedicated Hardware: Additions and modifications to servers and environment may occur throughout term of contract to support client s growth and need for increase in performance. Upgrades to infrastructure may incur additional costs and will be added to contract with signed addendums. Client Supplied Software and Third Party Access: The client supplied software listed will be installed by Polleo Systems, Inc. on the Cloud server with the assistance of the client s third party provider if needed. Client is required to have a current support or maintenance contract on all client supplied software. All licensing, CDs, upgrades, maintenance, troubleshooting, and technical support of the client application is not included in this agreement. Requested work on these applications such as upgrades and patches will be billed at time and materials. This includes modifications to application, database and Citrix Servers. Requests for upgrades or maintenance on client provided applications must be received the Friday prior to the Wednesday maintenance. As new users are added to the environment, client is responsible of the purchase of the additional client supplied software.
Third party provider or client may be given a login to install and support their application for the client. Any accidental damage to your data or server infrastructure would be the responsibility of the third party provider or client. Assistance in repairing any loss or damage would be handled at time and materials. Response and Resolution Times: The following table shows the targets of response and resolution times for each priority level: Issue Severity Service not available (all users and functions unavailable) Priority Response time (in hours) 1 Within 1 hour Resolution time (in hours) ASAP Best Effort Escalation threshold (in hours) 2 hours Significant degradation of service (large number of users or business critical functions) 2 Within 4 hours ASAP Best Effort 8 hours Limited degradation of service (limited number of users or functions affected, business process can continue) Network admin requests such as add/delete users, add printers and permission requests. 3 Within 24 hours 3 24-48 hours ASAP Best Effort n/a 48 hours n/a Support Tiers: The following details and describes our Support Tier levels: Support Tier Tier 1 Support Description All supported incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated.
Support Tier Tier 2 Support Tier 3 Support Description All supported incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2 where more complex support on hardware/software issues can be provided by higher level engineers. Supported incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3 where support is provided by the most qualified and experienced engineers who have the ability to collaborate with 3 rd party (Vendor) Support Engineers to resolve the complex issues. Service Request Escalation Procedure: 1. Support Request is received 2. Trouble Ticket is created 3. Issue is identified and documented in Help Desk system 4. Issue is qualified to determine if it can be resolved through Tier 1 Support If issue can be resolved through Tier 1 Support: 5. Level 1 Resolution - issue is worked to successful resolution 6. Quality Control - issue is verified to be resolved to client s satisfaction 7. Trouble Ticket is closed and problem resolution details updated in Help Desk system If issue cannot be resolved through Tier 1 Support: 8. Issue is escalated to Tier 2 Support 9. Issue is qualified to determine if it can be resolved by Tier 2 Support If issue can be resolved through Tier 2 Support: 10. Level 2 Resolution - issue is worked to successful resolution 11. Quality Control - issue is verified to be resolved to client s satisfaction 12. Trouble Ticket is closed and problem resolution details updated in Help Desk system If issue cannot be resolved through Tier 2 Support: 13. Issue is escalated to Tier 3 Support 14. Issue is qualified to determine if it can be resolved through Tier 3 Support If issue can be resolved through Tier 3 Support: 15. Level 3 Resolution - issue is worked to successful resolution 16. Quality Control - issue is verified to be resolved to client s satisfaction 17. Trouble Ticket is closed and problem resolution details updated in Help Desk system
If issue cannot be resolved through Tier 3 Support: 18. Issue is escalated to On-site Support 19. Issue is qualified to determine if it can be resolved through On-site Support If issue can be resolved through On-site Support: 20. On-site Resolution - issue is worked to successful resolution 21. Quality Control - issue is verified to be resolved to client s satisfaction 22. Trouble Ticket is closed, problem resolution details updated in Help Desk system If issue cannot be resolved through On-site Support: 23. I.T. Manager Decision Point - request is updated with complete details of all activities performed Out of Scope Items: Onsite Support Local PC and desktop support, both hardware and software (Time and Materials) Local Network Support (Client responsibility) Local printer setup and troubleshooting (Time and Materials) Firewalls, switches, routers and printers at local offices (Client responsibility) Toners, ink cartridges, drums, or rebuilds of printers (Client responsibility) Phone system, fax, copier (Client responsibility) Domain, SSL, or web hosting fees (Cost of purchase + Time and Materials for installation) Connectivity All connectivity charges for Internet, Point to Point, WAN (Client responsibility) Connectivity consulting and troubleshooting (Time and Materials) Applications All licensing, CDs, upgrades, maintenance, troubleshooting, and technical support of the client s applications is not included in this agreement. (Client responsibility. Requested work on client applications such as upgrades and patches (Time and Materials)
Rebuild or maintenance on Client databases (Time and Materials) Installation of all future applications (Time and Materials) Upgrades to Client s hosting infrastructure Servers added to hosting environment to support additional applications, features, and functions (Quote based on requirement and added to monthly fee). The fee for additional Citrix Servers are included in the per user cost; based upon an average use of 25 users per Citrix Server. If additional Citrix Servers are required for specific users, specific applications or enhanced performance, additional charges will added to client s monthly fee. (Quote based on requirement and added to monthly fee). Email and Blackberrys All custom Outlook and Exchange requests (Time and Materials) One mail box per Outlook profile is included at no charge. Labor for adding mailboxes, users to distribution groups, and adding one alias per user is included at no charge. BlackBerry and other mobile devices that are not utilizing our BlackBerry Enterprise Service (Time and Materials) Email Archiving Email archiving requests to search for client emails and compliancy requests. (Time and Materials) Miscellaneous Exports File Restores and Mailbox Restores (Time and Materials after complementary ½ hour), may take up to 24-48 hours to restore a file or mailbox. SharePoint site customization is not included (Client responsibility) User training on features and functionalities of Microsoft Office is not covered. Microsoft Office customization support is not included. Examples would include creation of macros, tables, templates, graphs, integration, etc (Client Responsibility) Exports of user data or email to a device for clients use is billable.
Billing We run reports on the 25 th of each month that shows user counts. Client needs to submit deletions of users by the 25 th of the month or user will be billed for the following month. If you have to report licensing back to Polleo Systems, Inc. via the Client Monthly Use Report it too is due on the 25 th of the month. Site Location Guidelines and Requirements: 1. Connecting a remote site to the Polleo Systems, Inc. hosted services can be done via the Internet or via private connection. There are various factors that should be considered when determining the respective type of connectivity. Internet type connectivity a. Takes anywhere from 5-30 business days for installation depending upon various factors b. Sites with less than 10 workstations can consider xdsl connectivity or cable services for Internet access c. Sites with 10 or more workstations should consider dedicated managed T-1 Internet access that provides better SLA d. Business class services should be used in any case (usually includes hardware, MUST INCLUDE STATIC IP ADDRESSES) e. Internet connectivity must be provide by a major local Internet service provider (ISP) f. ISP must provide on-site installation and extended DMARC services g. Steps should be taken to test latency prior to ordering Internet connectivity with a particular ISP. (Less than 50ms latency is acceptable) Private line connectivity h. Must be coordinated with Polleo Systems, Inc. prior to ordering and will be a billable engagement i. Fees will be applied for data center cross-connections Addendum to existing contract will be required (includes space, power and project coordination) j. Polleo Systems, Inc. must have minimum of READ access to any routers placed within the data center 2. Firewall at remote locations a. SonicWall firewalls are highly recommended for remote locations b. It is suggested that these Sonicwall firewalls be purchased, delivered to, configured at, and shipped directly to the site by Polleo Systems, Inc. c. 3 rd party firewalls and firewalls configured by resources other than Polleo Systems, Inc. are not recommended d. Polleo Systems, Inc. requires READ access minimum to all firewalls whether they are third party or Sonicwall. e. User upgrades, add-ons such as AV or content filtering should be coordinated with Polleo Systems, Inc. 3. Printing and peripherals at the remote locations a. Polleo Systems, Inc. suggests and primarily supports direct IP printing only b. Shared local network printing via Citrix is not supported c. Polleo Systems, Inc. will create and default to the default printer on the local workstation as the user logs onto the Citrix session d. Printer should be validated by Polleo Systems, Inc. prior to ordering and checked against our compatibility list
e. Multi-function printers with the ability to print or scan to email will require SMTP relay from the local ISP to allow successful email functionality. The local ISP must provide SMTP relay services otherwise Polleo Systems, Inc. cannot support this functionality. 4. End-user workstations, laptops, and thin clients a. Windows XP SP2 and above are supported workstation and laptop operating systems b. All devices must have a local Anti-Virus program that automatically updates c. Please contact Polleo Systems, Inc. for a list of compatible thin clients