G-Cloud Service Definition Cloud Backup Service
Cloud Backup Service ATOS Cloud Backup is an end-to-end Managed Service driven which encompass all aspects of backup and recovery within a client environment. The service operates with a clear framework of responsibilities undertaken by ATOS to ensure the service consistently exceeds the contractual enterprise level SLA s and is delivered together with our partners alwayson, using Data Continuity Group technology. All Datacentres are within the UK and are at Tier 3 or above. The Network is carrier grade and regulated by Ofcom. We hold the following ISO accreditations which are independently assessed and recognised throughout the IT industry: ISO27001 - The international best practice standard for information security management. ISO20000 - The international standard for IT Service Management benchmarking the delivery of managed services, measuring service levels and performance assessment. ISO9001 - The international standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction. The above accreditations class this service as Official. Benefits ATOS Cloud Backup Service High service level By using leading ITIL and ISO tested procedures, our clients experience the highest service standards, ensuring their ability to recover data. Automated disk-to-disk process There are no tapes to manage, so clients save time and virtually eliminate errors. End-to-end encryption Encryption is applied in transit and in storage, ensuring the security of sensitive client data. Delta processing Delta technology backs up only the data blocks in new or changed files, resulting in significantly faster backup times and minimal back-end storage. Data de-duplication Reduces storage footprint, thereby increasing client ROI and helping manage data growth. Single-pass restores Builds complete backups dynamically. You restore in just one step. Tiered storage ii
Reduces complexity and cost of ownership by automatically moving long-term backup data to more cost-effective storage tiers. Quickly access data to respond to e-discovery requests. Broad platform support With one service solution clients can cost-effectively protect multiple platforms and applications, including Microsoft Windows, Novell NetWare, Linux, Sun Solaris, HP-UX, IBM AIX, IBMi, VMware, Microsoft SharePoint, Microsoft Exchange, Microsoft SQL Server, Microsoft Cluster Services and Oracle. Hot backups Supports 24/7 operations by backing-up mission-critical applications while they are online. Disaster recovery provision Ability to recover applications remotely using Virtual DR capability. Regulatory compliance Data retention to fit any regulatory or locally imposed backup policy, on demand Scalable and flexible service deployment Service can be delivered in any configuration of data centre or remote office. Service summary What retentions are supported? Flexible retention policies are supported based on customer needs: seven days, thirty days, thirty days plus eleven monthly backups as well as custom retention plans that are set by the customer. Customers choose a package with retentions that meet their business needs. Is de-duplication supported? Yes. On the front-end, after an initial seed backup, the Delta Pro technology only sends changed or new blocks of data within files to storage. The product then further compresses the data before it is sent to the secure server. We further reduce data in storage by eliminating duplicate blocks of data within backed up jobs. Together, these technologies significantly reduce backup windows by minimising the amount of data sent into storage and also reduces storage footprints and hence costs. Where is your data stored? It is stored in our UK based level 3 data centre facilities. Will I have visibility of my data? You will have complete visibility and control of your data through our secure customer portal. How accessible is my data? Data is accessible to customers 24x7x365. iii
What is ATOS Cloud Backup Managed Service? Designed for all sizes of organisations, the benefits of the ATOS Cloud Backup Services are the same. You gain the assurance of knowing that your data is securely backed up, encrypted and held in a secure data centre, where it is monitored 24x7 and can be rapidly restored if necessary. What platforms are supported? Windows, Linux, Solaris, HP-UX, IBM AIX, IBMi, VMWare and Novell Netware. What applications are supported? Microsoft Exchange, Microsoft SQL Server, Microsoft Clusters, Microsoft SharePoint and Oracle. Is the data encrypted? Yes both in transit and at rest. The service ATOS will manage all aspects of the service from working with you during the implementation stage and configuring your solution through to monitoring the service, restoring data, ongoing maintenance and reporting. We provide pro-active support and monitoring 24x7x365 and will provide notification of any issues that we are unable to resolve. Central control The Central Control will provide you with full access to the service via a web browser, allowing you to take an active part in managing the service. It will allow you to create and schedule backups, manage retention schedules and initiate restores. Alternatively you can leave the day to day management of the solution to ATOS and just use the Central Control to view activity and monitor the service. Optional on-site satellite vault As part of the solution, ATOS can provide you with an optional onsite vault. This will supply an additional layer of security as it will provide onsite data retention for up to 30 days. It also means that, should internet connectivity fail, backups will still be completed and you will be able to perform restores locally. The Appliance is a pre-configured storage appliance that is installed as a local Vault and includes all the hardware and software needed to get onsite protection, plus remote access software so that the ATOS support team can manage the appliance remotely. The appliance automatically replicates local backups to ATOS cloud. This provides you with LAN-speed backups and restores in addition to offsite protection. It is preconfigured and administered by ATOS administrators, so you receive the benefits of an onsite vault without the need to manage the software or hardware. The vault The data is held in our Tier 3 Data Centre. The vault will store, monitor and manage the backed-up data. It authenticates the client backup agent and accepts data from it and automatically ages data according to your retention strategy. De-duplication is also undertaken in order to minimise the storage footprint. iv
Delta backups and optimisation technologies: After you perform the first full backup, ATOS cloud service will find and transmit only data blocks that are new or changed since the last backup. The service also employs adaptive compression and bandwidth throttling. The result is minimal bandwidth usage, small backup windows, reduced storage footprint (up to 50:1 storage savings over traditional file-based backup), and simple single-pass restores. Implementation ATOS and its partners have undertaken numerous projects with clients to install and implement our Cloud Data Backup Soluton and have a wealth of experience in helping clients make a smooth and trouble free transition. ATOS have a five stage implementation plan: 1. Specification & Configuration: This is the initial stage of scoping and designing the solution 2. Project Meeting: Atos present and discuss the project plan & timescales 3. Build Phase: Atos develop the solution and undertake internal testing. 4. Pilot: The solution is implemented and tested using a few selected clients 5. Sign off and Migration: Following sign off of the pilot additional clients are added to the solution on an agreed schedule. Training ATOS will provide training at no additional cost and as part of our on boarding process v
What s included Atos Cloud Backup service is suitable for various organisations, from small companies with low volumes of data to global institutions with multiple terabytes of data distributed in remote offices. Due to the way the service works with local appliances replicating data over the internet, which is deduplicated, compressed and encrypted at rest and in transit, it is extremely efficient and therefore simple to configure and use. Furthermore, there is no capital expense required with this service. Who can benefit There are no limitations to Atos Cloud Backup service. It can be used to backup both virtual and physical servers and all common business applications, operating systems and databases. vi
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Contents 1. Introduction... 1 1.1 Service summary... 1 2. Service overview... 2 3. Commercial commitment... 4 4. On-boarding and off-boarding... 5 5. Pricing... 6 6. Service management... 7 6.1 Incident Priority... 7 6.2 Service Desk... 8 6.3 Change Control Procedure... 9 6.4 Problem Management Procedure... 12 6.5 Reporting... 13 7. Financial recompense... 15 8. Training... 16 9. Ordering and invoicing process... 17 10. Termination terms... 18 10.1 By consumers (i.e. consumption)... 18 10.2 By the Supplier (removal of the G-Cloud Service)... 18 11. Technical requirements... 19 12. Trial service... 20 viii
1. Introduction ATOS Cloud Backup is an end-to-end Managed Service driven which encompass all aspects of backup and recovery within a client environment. The service operates with a clear framework of responsibilities undertaken by ATOS to ensure the service consistently exceeds the contractual enterprise level SLA s and is delivered together with our partners alwayson, using Data Continuity Group technology. 1.1 Service summary Atos Cloud Backup service is suitable for various organisations, from small companies with low volumes of data to global institutions with multiple terabytes of data distributed in remote offices. Due to the way the service works with local appliances replicating data over the internet, which is deduplicated, compressed and encrypted at rest and in transit, it is extremely efficient and therefore simple to configure and use. Furthermore, there is no capital expense required with this service. Building on Atos and its partners many years of experience and focus on data management, its ISO accreditations, its UK-based cloud, depth of skill and 24/7/365 service desk, we are able to give our customers the peace of mind that their data is safe and secure and can be retrieved quickly when required. There are essentially no limitations to Atos Cloud Backup service. It can be used to backup both virtual and physical servers and all common business applications, operating systems and databases. 1
2. Service overview The information contained within this document outlines the policies and processes put in place by ATOS for the handling of Incidents, Problems and Changes. It also contains useful information on our service level agreements, highlighting the timescales in which we aim to resolve any issues, as well as details on our restore request process, tape management process, reporting and service reviews. The procedures detailed in this document aim to ensure that whenever an issue arises that could potentially interrupt the service between ATOS and our customers, it is dealt with in a timely, consistent and effective manner. ISO Accreditations ATOS believe that in order to provide significant value to our customers, it needs to constantly improve as an organisation. This success is contingent on its ability to service customers effectively and efficiently and requires robust processes and rigorous quality standards. ATOS currently has the following ISO accreditations: ISO20000 - This is an international standard for Service Management and promotes an end to end process (including sales, finance, purchasing, and support) for delivery of a service to a customer. It includes the ITIL processes such as Incident, Change and Problem management. ISO9001 - This is an international standard for quality management services. It applies to the processes that create and control the products and services an organisation supplies. ISO27001 This international standard formally specifies a management system that is intended to bring information security under explicit management control. It requires the design and implementation of a coherent and comprehensive suite of information security controls. To underpin our Quality of Service objectives, ATOS operates an Integrated Management System (IMS) embracing best practice IT industry standards. The IMS ensures that our services fully meet or exceed the expectations of our customers through service excellence. The IMS is designed to meet the requirements of ISO 9001, ISO 27001 and ISO 20000. These are independently assessed best practice international standards recognised throughout the IT Industry. ATOS is appraised by BSI UKAS accredited auditors and our IMS management team carry out regular audits both in-house and onsite. The ATOS management team is fully committed to maintaining a smooth, efficient and effective integrated management system. Incident Management and Escalation Procedure The purpose of the Incident Management & Escalation Procedure is to ensure that all IT Incidents are effectively managed to ensure that services are restored within service level agreement targets, to minimise the adverse impact of any IT incident on services provided to customers and to provide Management Information for the assessment of service delivery and identify any trends or measures that would allow for service improvement. 2
Incidents may be escalated due to time/severity constraints or through the need to utilise technical knowledge and skills of more qualified staff within ATOS or manufacturers/vendors/partners. Incident Definition An unplanned interruption to a Service which ATOS provides to a customer, or a reduction in the Quality of a Service. An incident is likely to have a distinct, technical solution. An incident may be rectified by replacing a faulty part or by applying a work around which restores service pending a permanent solution. Support Service ATOS provides a 24x7x365-support service. The ATOS Support Service is operational 24 hours a day, 365 days a year. The Support Service is sufficiently staffed to provide all customers with initial telephone advice and preliminary diagnostics within 30 minutes of the reporting of an incident. The escalation process ensures that incident resolution is managed through the appropriate technical and managerial channels. Customers requiring support will initially contact ATOS via the published Support telephone lines or via email. ATOS staff will raise an incident on the ATOS Incident Management System and obtain all relevant information from the Customer relating to the location, equipment and nature of the issue and agree a severity and priority with the Customer. The Incident Management System will automatically generate a unique reference number, which is provided to the Customer. Information assurance This service is suitable for use cases requiring Official protective marking of data. We also guarantee that all data will remain on-shore UK. 3
3. Commercial commitment This section details the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information. If you plan to seek accreditation, please also include these details. The information should be consistent with the Questionnaire for the product where you will have completed / have to complete the impact level / potential impact level for the product. Atos is fully committed to protecting the Confidentiality, Integrity and Availability of consumer data that is entrusted to us. We provide accredited services to a wide range of UK government departments including the Home Office, Department of Work and Pensions, the Ministry of Defence, executive agencies, local authorities and other public sector and government regulated organisations. A number of our G-Cloud services have been formally accredited by the Pan Government Accreditor (PGA). We also serve many different private sector organisations, including financial services institutions and health services. Atos has a number of sites and facilities that are HMG accredited to process information at OFFICIAL, these sites meet or exceed the standards laid down in the Security Policy Framework (SPF). The Atos Data Centres are ISO27001 certified and PCI DSS certified. The Atos PaaS service has approval for connection to the PSN network. In all cases these facilities are hosted on-shore in the UK, managed by SC cleared staff and include secure office areas and secure data processing centres. In the financial services sector we provide services that meet FSA requirements. The PCI Security Standards Council and VISA Europe have classified Atos UK as a Level 1 Payment Services Provider, based on its aggregated level of Payment Card transactions. We have a company-wide strategic PCI DSS Compliance programme which defines methods and timescales for the achievement of compliance for all of Atos hosted customer accounts and support services, whose requirements include the processing of Payment Card information. Within the defence sector, Atos is approved to hold UK government OFFICIAL protectively marked information and has the capability and accreditation to host data and associated systems marked as SECRET or TOP SECRET. Atos uses customer networks for transmission where appropriate and is fully compliant with procedures relating to the manual handling of protectively marked information. 4
4. On-boarding and off-boarding On-boarding is typically achieved through a 5 stage implementation plan: 1. Specification and Configuration: This is the initial scoping and designing of the solution. 2. Project meeting: ATOS will present and discuss the project plan and timescales. 3. Build phase: ATOS develop the solution and undertake the initial testing. 4. Pilot: The solution is implemented and tested using a few selected clients. 5. Sign off and migration: Following sign off of the pilot, additional clients are added to the solution on an agreed schedule. Off-boarding will similarly be carried out to an agreed process that will involve decommissioning of any on-premises appliances installed and guaranteed deletion of any data backed up in Atos data centres. 5
5. Pricing Our pricing model is very simple. To calculate your cost, simply decide how much data you would like to back up in total, select the option below that your data size falls into. Then multiply the price by the number of Gigabytes you would like protected. This is your monthly fee. CBU 12 month contract SKU Cloud Backup service / Month CBU-001-001 up to 6TB (excl Appliance) 0.57 CBU-001-002 up to 3TB (incl Appliance) 0.90 CBU-001-003 from 3TB up to 6TB (incl Appliance) 0.69 CBU-001-004 from 6TB up to 12TB (incl Appliance) 0.63 CBU-001-005 from 12TB up to 18TB (incl Appliance) 0.57 CBU-001-006 from 18TB up to 24TB (incl Appliance) 0.53 6
6. Service management A single central point of contact is provided for incidents where ATOS support staff will vet the initial incident and ascertain information that will ensure a timely resolution. Customers will be given a unique incident reference number to facilitate enquiries regarding progress or reporting back diagnostic information. Regular updates as appropriate will be provided to customers as follows: At a significant change in the progress of an incident (E.g. when Engineer ETA is determined) At a point agreed with the customer Incident logged with Third Party Supplier Incident resolved 6.1 Incident Priority An initial Incident Priority Level will be agreed with the customer at the time the incident is logged. All incidents logged will be assigned an Incident Priority Level from 1-4 in accordance with the customer s request and the impact the incident is having on their business/network operations. Priority levels are defined as follows: Priority Business Impact Description 1 Critical A major outage affecting multiple systems that will have maximum impact e.g. Customer needs to invoke Disaster Recovery 2 Major 3 Degraded/ Urgent 4 Standard A major system component failure that has the potential to cause a high impact e.g. Customer has a failure of one server which requires a full system restore, but other servers remain operational System is degraded, but operational although impaired (medium impact) e.g. A backup has failed for more than one consecutive day A single user call (low impact) e.g. Overnight failure first notification, Individual file restore requests Incident Management Escalation Procedure The Incident Management Escalation Procedures define the processes associated with the management of the incident resolution. There are two main elements to the Escalation Procedure within ATOS, technical escalation where the support teams will work towards resolving the incident and management escalation to ensure the appropriate level of corrective action is taking place. 7
Management Escalation Technical Escalation Vendor Services Director Level 3 Consultant Service Management Level 2 Team Leader Level 1 Engineer SERVICE DESK 6.2 Service Desk Technical Escalation Process All incidents reported to ATOS Support will be escalated via the Incident Management System to ensure that appropriate resources and skill sets are allocated. The timings are based on elapsed working hours on the incident. Escalation timings are subject to advancement where a resolution route cannot be identified or where a resolution is delayed. Technical Escalation Matrix: Technical Escalation Priority 1 Priority 2 Priority 3 Priority 4 Level 1-2 Support (SOC 24/7) 15 mins 15 mins 15 mins 15 mins Level 3 Consultant 30 mins 12 hours 48 hours 72 hours Refer to Vendor (if applicable) 4 hours As required As required As required 8
Management Escalation Matrix: Management Escalation Priority 1 Priority 2 Priority 3 Priority 4 SOC Team Leader 15 mins 2 hours 12 hours 24 hours Service Manager 30 mins 4 hours 24 hours 72 hours Services Director 1 hour 8 hours As required As required The purpose of this Support Service Level Agreement (SLA) is to formalise an arrangement between ATOS and the customer to deliver and support services, at specific levels of support, and at an agreed-upon cost. The SLA is intended to provide details of the provision of support services by ATOS. The SLA document runs in conjunction with the formal Contract, which is documented separately. SLA targets for incidents are % closure of incidents before the technical escalation time: Technical Escalation Priority 1 Priority 2 Priority 3 Priority 4 Level 2 Consultant 80% 80% 80% Refer to Vendor 50% Reports will be provided by ATOS to the customer showing the ratio of incidents completed within the targeted SLA time. Details of how to contact ATOS Support will be provided at the time of service on-boarding. Out of Hours Service Access Customers may contact ATOS 24 hours a day to raise a support call. Out of Hours Support To ensure adequate service coverage out of hours, a duty rota of on call personnel is in place for: Senior Support consultants Duty Manager 6.3 Change Control Procedure It is of paramount importance to the ATOS Managed Service operation to provide and follow the Change Control Process so it can deliver an efficient and effective service to its customers and reduce the potentially disruptive effects to the network, systems and users. It is compulsory that all changes are managed using the Change Control Process. This will ensure that all changes are planned and documented thoroughly, vetted and implemented properly, as well as provide a detailed Audit trail. NOTE: Change Requests must be submitted by email Changes Requests are reviewed by the Support Team. 9
Change requests will be approved (or declined) prior to any work being carried out Definition of Change Managed Change is the addition to, modification or removal of any authorised, planned or supported service or service component and its associated documentation. Changes may be triggered by the need to upgrade or develop a system or service, or through the resolution of a Problem. Specific examples of Changes are detailed below: New or upgraded hardware (midrange, distributed platforms, middleware, voice and data networks, messaging, and E-commerce infrastructure) Migration of users to a new system, application, or server Amendments to component configuration and rules (other than normal day-to-day operational support) New or upgraded application software Removal or decommission of any hardware, operating system or application software component New or amended back up schedules Security access changes Scheduling (of certain jobs or processes which are not part of normal operational support) Change requests may be submitted by ATOS staff, or by authorised members of the customer organisation. Change Control Roles Change Proposer Change Reviewer Change Approver Change Implementer Change Assurer This is the person who has requested the Change the person who validates the Change Request form, is familiar with the scope of the Change, and who will answer questions around the Change is the final authority who will approve the change responsible for completing work as part of a Change This will be someone who can assure that the change has been completed or failed. This could be the customer, ATOS or the end user Process Description The proposer should complete the ATOS change request form (see Appendix II) When the change request form has been completed the Proposer should email as an attachment with supporting documentation to: The Support Team will acknowledge receipt of the change request (to the Proposer) and forward to the appropriate ATOS team member for 10
review and validation. The Change request is logged to track the changes and provide relevant notes during the change. The Reviewer will ensure that the change request is adequately documented or update the change request to clarify relevant aspects. The reviewer will pass to the appropriate person for Approval. The Change Approver will approve the change request and advise the Change Proposer. Authorisation is recorded. If declined the Approver will advise the Proposer and give details explaining the decision. A change implementer is assigned to implement and carry out the changes requested once it has been approved. The implementer will inform the customer when the change has been completed or if it failed. Once the change has been completed, the Assurer will confirm that the change was completed successfully and produced the desired outcome. The Incident Management System call is updated and closed once the change has been assured. Completed changes are reviewed in the ATOS service meetings to discuss the success or failure of the change and provide feedback to prepare for future changes. 11
6.4 Problem Management Procedure The purpose of the Problem Management Procedure is to manage the Lifecycle of all Problems. A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation. A Problem may be an indication of a breakdown in the system or a repeated fault (more than one Incident raised for the same equipment and symptom). A problem may not have a distinct or technical solution, and may involve an element of uncertainty. The rectification of a problem will generally require consideration by second or third line support and may require a change to 12
the system or its configuration. Implementation of a permanent solution to replace a workaround fix is dealt with as a Problem. Problem SLA Problems, by their nature are complex and often require escalating to vendors for investigations. Where a vendor support contract exists, this will be invoked for the investigation of a problem. Other problems will be resolved in timescales to be agreed with the customer. Resolution ATOS will feed back to the customer when the problem is believed to be resolved. The Problem record will not be closed without customer agreement. Process Outline The objective of Problem Management is to ensure any Problem is captured, properly identified, effectively resolved and its root causes established so as to prevent recurrence and/ or interruption to or degradation of service. The main steps of THIS process are represented in figure below: 6.5 Reporting The following reports are available to all Managed Service customers: Backup Success and failures on demand Weekly volume report showing the volume of data backed up for each client Service Review report (see Service Review section): % of backup success and failure (95% or above of submitted and active jobs) Capacity report showing data volume for last 6 months The current authorised contact list A summary of all Incident Management tickets for the reporting period, 13
If additional reports are required these can be requested by the customer via the 24x7 Service Desk. Authorised Contacts Authorised Contacts are the individuals within a customer organisation who are authorised to log calls and submit change requests or restore requests. The names of Authorised Contacts are recorded in the customer profile in the Incident Management System and are sent out in the monthly report. Any changes to the list of Authorised Contacts should be communicated to ATOS as soon as possible so that we can update our records. Service Reviews We hold regular phone based Service Reviews with our customers to ensure that the service we are providing still fulfils their requirements. These can be held monthly, quarterly or 6 monthly depending on the customer s requirements. Service Reviews during the Service Review you will be asked to provide feedback in relation to the service. Customer Feedback We encourage our customers to provide us with regular feedback regarding the service we provide. As an organisation we aim to exceed your expectations in relation to service delivery Customer surveys an online customer survey is emailed to the named contact whenever an Incident or Change is closed. This survey asks you to grade our performance in different areas on a scale of 1-5. There is also a freeform text field for you to give any additional comments. Direct contact If you have any comments or concerns regarding the service our customers are encouraged to contact either their account manager or our Services Director All customer feedback is reviewed internally by senior ATOS management. Relevant feedback is communicated to the support teams, with appropriate changes or plans being implemented as necessary. 14
7. Financial recompense To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to G Cloud terms and conditions. In accordance with the guidance within the GPS G-Cloud Framework Terms and Conditions, the Customer may terminate the contract at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call Off Contract terms and conditions and the Atos terms will define the circumstances where a refund of any pre-paid service charges may be available. 15
8. Training ATOS will provide training at no additional cost and as part of our onboarding process. 16
9. Ordering and invoicing process Ordering this product is a straightforward process. Please forward your requirements to the email address GCloud@atos.net Atos will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable. Once the quotation is agreed, Atos will issue the customer with the necessary documentation (as required by the G-Cloud Framework) and ask for the customer to provide Atos with a purchase order. Once received, the customer services will be configured to the requirements as per the original quotation. For new customers, additional new supplier forms may need to be completed. Invoices will be issued to the customer and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, Atos will also complete the mandated management information reports to Government Procurement Services detailing the spend that the customer has placed with us. Cabinet Office publish a summary of this monthly management information at: http://gcloud.civilservice.gov.uk/about/sales-information/. 17
10. Termination terms 10.1 By consumers (i.e. consumption) Termination shall be in accordance with: The G-Cloud Framework terms and conditions Any terms agreed within the Call Off Contract under section 10.2 of the Order Form (termination without cause) where the Government Procurement Service (GPS) guidance states At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Contract Atos Supplier Terms for this Service as listed on the G-Cloud CloudStore. For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the GPS G-Cloud Framework Terms and Conditions. 10.2 By the Supplier (removal of the G-Cloud Service) Atos commits to continue to provide the service for the duration of the Call Off Contract subject to the terms and conditions of the G-Cloud Framework and Atos Supplier Terms. 18
11. Technical requirements Internet connectivity or Customer WAN connection to Atos nominted datacentre. The following Web browsers are supported: Internet Explore 7,8,9,10+ Firefox Chrome Safari Opera Supported Devices: Windows PC Mac 19
12. Trial service Not available for this service. 20
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