Cloud Object Storage as IaaS Service Definition

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“Cloud Object Storage as IaaS” Service Definition

SCOPE & PURPOSE

This document defines the “Cloud Object Storage as IaaS” Service covering the following subjects:

• A Service Description Summary

• An overview of the service including: - Main cloud service characteristics

- Information assurance & Impact Level (IL) - Interoperability and standardization features - Available API

- Service constraints - Technical requirements

• Pricing and Billing, including unit prices, volume discounts, earlier termination fees, ordering and invoicing process, payment conditions, and so on

• Service operation, support and management: - On-boarding and Off-boarding processes

- Details of the level of backup/restore and disaster recovery that will be provided - Service levels (performance, availability, support hours, severity definitions, etc.) - Non-compliance penalties

- Service Support & ServiceDesk

• Consumer responsibilities

• Details of two available trial services

Additional service conditions and terms to the ones further stated in this document are included in the “Cloud Object Storage as IaaS Terms & Conditions” document. So, some of above subjects could be partially or fully described in such document. Therefore, this document is bound to it, and both documents shall be considered as a whole. It also be noticed that “earlier termination” and other concepts used in this document are clearly defined in the “Cloud Object Storage as IaaS Terms & Conditions” document.

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(Page 2) © Tissat, S.A. SERVICE DESCRIPTION SUMMARY

Any type objects are stored in a secure, reliable, high-redundant and privacy compliant Cloud, according to the following main features:

• Reliability and high redundancy: 3 copies of the object are stored (costumer option) either the three copies in a Tier IV Data Center, or two copies in a Tier IV certified Data Centre and the third one in a second Data Centre (Tier III). Both Data Centres (hereafter abbreviated as DC) are part of our "DC Federation" interconnected via optical fibre based high-speed links, and all of them owned by us and located in EU countries. (Note: more copies can be negotiated, as well as other storage places or policies)

• EU Privacy laws compliancy. Besides, service and its operations are IS0 27001 and ISO 20000 certified.

• Open and Interoperable (based on Open Stack) and ready for Hybrid Cloud deployment.

• User's Application can link and automatically request or free resources through an open RESTful API

• No "vendor lock-in", since you’ll be able to easily move your applications from us to another OpenStack based IaaS provider, without having to alter your own Cloud designed programs. You can even download a copy of OpenStack to run inside your own Data Center as well. Besides it makes feasible to move storage jobs from a private Data Center to commercial clouds and back again, at will, and with this approach, hybrid cloud construction becomes easier.

- ISO 27001 (Information Security Management System) - ISO 20000 (IT Service Management System)

- ISO 50001 (Energy Management Systems) - ISO 14001 (Environmental Management System) - ISO 9001 (Quality Management System)

- And all of them adhere to the EU Code of Conduct for Data Centres.

- Besides, Tissat’s DC Federation has been awarded with AENOR’s Data Centres Energetic Sustainability Certification.

• Finally this Service is able to process at Business Impact Level profiles 11x/22x, since it’s included under the ISO 27001 certification (that we got first time in 2010 and we renovate each year since then) and we comply with Directive 95/46/EC, which relates to the processing of personal data and on the free movement of data.

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(Page 3) © Tissat, S.A.

MAIN CLOUD SERVICE CHARACTERISTICS & TECHNICAL ASPECTS Technical Requirements & Service Constraints:

All you need for use this service is “sftp” client (under your request, a no-secure ftp client is also possible, but in such case we cannot grant the same security levels). An application can also use this service by calling an API.

The service is connected (directly) to Internet trunks1 (via BGP4 since we are an Internet Autonomous System) and accessible from any device via Internet. So in the client side an Interconnection is needed, with traffic open (routing, ACL, firewall permission, open ports and so on) for SSH File Transfer Protocol (from now on abbreviated as sftp protocol) or HTTP REST calls to our APIs.

At the level User, currently usual bandwidth is enough, taking into account that high size objects will need more bandwidth in order to don’t spend too much time. Depending on the number of concurrent Users that use at once the same Customer’s Internet connection it could be recommendable to increase it.

As further explained, this service is build on “OpenStack”, an Open Source Cloud Computing Software (supported by probably the most active and biggest cloud community and it’s backed by a Foundation too), so it depends on it. OpenStack-Swift (a component of OpenStack further explained) has a limit on the size of a single uploaded object; by default this is 5GBytes. However, the download size of a single object is virtually unlimited with the concept of segmentation. Segments of the larger object are uploaded and a special “manifest file” is created that, when downloaded, sends all the segments concatenated as a single object. This also offers much greater upload speed with the possibility of parallel uploads of the segments. Therefore, if Customer would want to store a object bigger than 5 Gbytes then it has several ways to do it depending on the client Customer is using in that upload (Swift Tool, sftp client, API client, all of them explained later).

Generic Cloud Features

This service can be classified, as its names states, as Storage IaaS or Storage as a Service, and it works in an “elastic” way, i.e. resources must be requested by the user, operator or application, the latter via its Application Programmatic Interface (API). This elasticity is

1

Our two Data Centres that host our IaaS platform for this service, Castellon (Tier IV) and Valencia (Tier III), are ready to connect to any network through Private Network technologies like MultiProtocol Label Switching mechanism (MPLS) or Point To Point circuits in addition to Internet trunks.

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applicable to both the level of the chargeable service units offered and the level of components thereof.

This Service Deployment is offered in 3 models:

• Public Cloud

• Private Cloud

• Hybrid Cloud: in this case we assume the Customer owns the Private Cloud and we owns the Public Cloud.

If this service is contracted under Public Cloud model, then it’ll work in a “non guaranteed” modality, since the spare storage capacity is not reserved for any predefined user, but it is available for use by all Customers on a “first come first served” basis. Anyway, our real-time control of the system as well as our capacity management processes prevent (or, at least, make difficult) we run out of storage, since we are warned with enough time to increase our capacity.

If this service is contracted under Private Cloud model, we assign a part of our infrastructure for the exclusive use of the Customer. In this case, the Customer can choose between a guaranteed or non-guaranteed over-capacity. The “guaranteed” storage capacity assures Customer a reserved over-capacity of 25% above the last 3 month usage average.

This service is stand-alone and its storage is “persistent” until this service is finished or data are erased by the Customer. Anyway it also can be combined with other services, so if anyone uses this service to store object, for example, from our “cloud compute service” or from a Customer’s application, such object will be available after a that “cloud compute service” finish (even if a “virtual compute” instance, that use the storage service, is terminated howsoever arising cause) unless data are erased by the Customer’s application or “cloud compute service” before finishing.

Supporting Data Centres Features & Options

Our "DC Federation" is currently integrated by 3 Data Centres (from now on abbreviated as DC in singular, and DCs in plural), all of them in Spain, one in Madrid, another in Valencia and the third one in Castellon. In this service implementation only the DC in Castellon ant the one in Valencia are involved: both are connected trough 2 dedicated optical fibres used exclusively by us, granting the security of communications at physical level. So the Customer data will be accessed, processed or stored only in Spain.

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Our Data Center located in Castellon (code-name Walhalla) is Tier IV certified by The Uptime Institute (we can submit its certification if required, or you can look for in The Uptime Institute web site).

Under the Private deployment model, this service has two placement options (at the same cost) that could be selected by the Customer:

• The three copies are stored in different “physical areas”2 of our Tier IV certified Data Centre (located in Castellon),

• Two copies in different “physical areas” of a Tier IV certified Data Centre (located in Castellon), and the third copy in a second Data Centre (Tier III) located in Valencia. All our Data Centres adhere to EU Code of Conduct for Operations. Besides, Tissat’s DCs have been awarded with AENOR’s Data Centres Energetic Sustainability Certification (audited according to UNE 216501 standard, which results are managed by the ISO-50001:2011 certified Energy Management System, and carbon footprint has been calculated accomplishing the ISO 14064-1). Finally their operation and management are certified in the following standards:

- ISO 27001, - ISO 20000, - ISO 50001, - ISO 14.001,

- Note: we can submit their respective certifications if required.

INTEROPERABILITY, STANDARDIZATION AND API Open Source software:

This service is built on the last version (named FOLSOM) of “OpenStack” Open Source Cloud Computing Software. OpenStack is lead by a Foundation (integrated by 850 companies and 4.500 individual members) and all the code for OpenStack is freely available under the Apache 2.0 license and it’s supported by an active community, currently integrated by around 7.000 persons over 87 countries. More information can be found on www.openstack.org

Main OpenStack components are Compute (code-name Nova), Networking (code-name Quantum), Object Storage (code-name Swift),

2

“Physical area” means a DC area that has a physically separate infrastructure (server, storage, switches, power, cabling and so forth) of other physical areas achieving that a fail in one of the infrastructures components of a physical area cannot propagate to the other ones.

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Block Storage (code-name Cinder), Identity (code-name Keystone), OpenStack-Image Service (code-name Glance) and OpenStack-Dashboard (code-name Horizon).

This service is built mainly around Swift; besides Horizon, and Identity have important roles in this service.

Standardization and API:

There’s a programmatic interface (or API). In such way, developers can automate access or build tools to manage their resources using the native OpenStack RESTful APIs (each component has its API). They are RESTful and OCCI (the Open Cloud Computing Interface) compliant. (Note: OCCI is a Protocol and API for all kinds of Management tasks, currently supported by OpenStack, OpenNebula and Eucaliptus, JCloud and others that comprises a set of open community-lead specifications delivered through the Open Grid Forum)

OpenStack also has Amazon Web Services’ EC2 and S3 compatible APIs. Amazon’s API are becoming a de facto standard.

Interoperability & Portability

As a consequence of aforesaid, you’ll be able to easily move your applications from Tissat to another OpenStack based IaaS provider, without having to alter your own Cloud designed applications. You can even download a copy of OpenStack to run inside your own data center as well. Besides it makes feasible to move storage jobs from a private data center to our commercial clouds and back again at will, and finally with this approach hybrid cloud construction becomes easier.

Besides we commit to make this service available for purchase by third parties who intend to supply services to UK Government so they can offer SaaS or more traditional infrastructure/application delivery, etc. This will be applicable in the three cloud delivery models covered by our service Public, Private and Hybrid Cloud.

PRICE LIST & DISCOUNT BY SERVICE DEPLOYMENT MODEL Prices:

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(Page 7) © Tissat, S.A. 1. For Public Cloud Service:

a. The starting price is £0.0750 per GB/Month and a minimum of 1 TB must be requested, but the medium price is £0,060 (since it depends on used volume, as further showed).

b. Any lower capacity usage will be surcharged with a fixed monthly fee of £15.00 (related to the Contract duties) that will be added to the real month usage cost but applied only in a month where the minimum capacity is not reached. (Note: where minimum month capacity usage isn’t reached, the price to pay never will bigger that if the threshold is just reached, so the under-usage surcharge fee will be appropriately reduced).

c. Unlike other services (e.g. Amazon S2) and provided that our service conditions (mainly the related with the “Acceptable Use Policy”) are accepted and met, no charge are made neither as downloading/uploading traffic nor as API requests (PUT, POST, COPY, …). Note: changes in those conditions could be negotiated but prices should be conveniently revised.

2. For Private Cloud Service:

a. If the service is contracted under a “non-guaranteed” modality the price is the one stated Public Cloud Service but increased a 15% over. Besides it’s required to contract and use a minimum of 100 TB, otherwise either a longer duration of contracted is agreed or other prices shall be negotiated depending on the minimum to be contracted.

b. If the service is contracted under a “guaranteed” modality the price will be increased a 10% over the “non-guaranteed” modality.

3. Hybrid Cloud Services shall be negotiated according to ratio between your part and ours.

4. To find out the quantity of information stored in a month only one of the 3 copies are computed. Note: as explained in service description, we can agree to make more than 3 copies of your information, but in such case prices will be different depending to the number of additional copies needed, where a proportionality rule will be applied. 5. For billing purposes, the quantity of information stored in a month will be the highest

storage capacity used in that month. 6. Volume discount list:

TByte £ per GB/Month < 500 £0.075 > 500 £0.067 > 2.000 £0.060 > 5.000 £0.055 > 10.000 £0.050

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7. Volume discount prices will be applied according to the following rules:

a. Discounts are applied in an incremental way, e.g. if you store 1400 TBytes in a month, the first 500 TBytes will be billed at £0.075 rate, and the next 900 TBytes will be billed at £0.067 rate.

b. Discount prices are stated for a Public Cloud Service; for Private Cloud Service under “non-guaranteed” modality, the prices shown in the discount list shall be increased a 15% over. If a “guaranteed” Private Cloud modality is chosen, then prices will be increased a 10% over the “non-guaranteed” private modality.

8. Both placement options (that could be selected by the Customer) have the same prices, discounts and surcharges (the ones stated so far).

Other Billing and Commercial Issues and Conditions

1. The unit for measuring Customer consumes will be GB/Month (i.e., the storage used in a month, but accounting only one of the three stored copies, the other two are for free), and the service price list is based on it. Fractions will be rounded to the just upper whole number. Besides, the quantity of information stored in a month will be the highest storage capacity used in that month.

2. An organization with multiple cost-centres will be entitled to take advantage of the above volume discounts aggregating their service usage, provided that billing and reporting of this service is also aggregated. Besides, in case of choosing a Private Service, in order to take advantage of that volume aggregation, all the aggregating cost-centres must agree to share the Private infrastructures, i.e. the Private Cloud becomes a Community Cloud. 3. The Minimum Contract period shall be 12 months for a Public Cloud service, and 24

months for a Private or Hybrid Cloud service model.

4. After the first service contract, a first novation could be agreed for a minimum six month period, and further novations could be agreed by quarters.

5. There isn’t option to use this service for free; however Customer can try the service for free for a month. Options and conditions for service trial are described later.

6. We’ll accept both Purchase Order and Credit Card as payment.

7. Payment will be made monthly in arrears. Tissat will issue invoices monthly in arrears. The Customer shall pay Tissat within thirty (30) calendar days of receipt of invoice

Earlier Termination Conditions & Fees

First of all, it should be noticed that “earlier termination” concept is defined in the “Cloud Object Storage as IaaS Terms & Conditions” document. In case of an earlier termination decided unilaterally by the Customer the next rules will be applied:

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1. In case of “earlier termination”, disregarding the day it happens the billing period will be considered as a whole month, and the general billing rules will be applied.

2. Besides, there’s a recompense fee for “earlier termination”. The recompense will depend on:

• If it’s the first contract or a novation of an existing one: the more novations, the lesser recompense.

• The elapsed time (in month) from the start of contract or current novation instance: the more elapsed time, the lower recompense.

• The pending time (in month) of contract: the more pending time, the higher recompense.

• The deployment model chosen by the Customer (Public, Private or Hybrid): - In the Public Cloud Service the formula is:

If E ≤ 6 then ETF = R * IB3A

If E > 6 but E ≤ 12 then ETF = R * IB6A If E > 12 but E ≤ 18 then ETF = R * IL6A If E > 18 then ETF = R * IMLA

- In the Private Cloud Service the formula is: If E ≤ 12 then ETF = R * IB3A

If E > 12 but E ≤ 24 then ETF = R * IB6A If E > 24 but E ≤ 30 then ETF = R * IL6A If E > 30 then ETF = R * IMLA

- In the Hybrid Cloud Service, the formula will be the same of Private model, but applied only over the Tissat’s part.

- Where:

“ETF” is the “Earlier Termination Fee”.

“E” is the elapsed from the service start, measured in completed months and where possible novations months are added.

“R” is the remaining time until agreed contract end (or possible novation end), measured in months and where a fraction is rounded up to the next whole. “IB3A” Is the average of the 3 biggest invoices billed so far (If there weren’t 3 invoices, it would be calculated with the available invoices).

“IB6A” Is the average of the 6 biggest invoices billed so far. “IL6A” Is the average of the last 6 months invoices.

“IL12A” Is the average of the last 12 months invoices. “IMLA” Is the mathematical minimum of “IL6A” and “IL12A”. Average is the arithmetic mean.

3. Moreover, in case of “earlier termination”, any possible discount applied to the custom in the last 6 months of the service will be cancelled and shall be accrued in the earlier termination fee.

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4. In case of an earlier termination of this service decided by the Customer, besides of the aforesaid fees, the Customer shall indemnify Tissat against any commitments, liabilities or expenditures which would otherwise represent an unavoidable loss for Tissat by reason of the earlier termination of this service.

5. If help is needed for extracting data (or other similar task) in case of an earlier termination, a fee will be applied. It will depend on the working hours incurred by our staff. We’ll apply an average price of £50.00 per hour (VAT not included). In that price is not included any component (hardware or software or anything else) that we need use; expenses associated or derived of possible trips are not included either. If any of them happen they’ll be billed in addition.

SERVICE SUPPORT, OPERATION AND MANAGEMENT Business Impact Level

This Service is able to process at Business Impact Level profiles 11x/22x, since it’s included under our Information Security Management System (ISMS) that is ISO 27001 certified (we got the certification first time in 2010 and we renovate each year since then).

We also accomplish the purpose of the Data Protection Act 1998 because we comply with Directive 95/46/EC, which relates to the processing of personal data and on the free movement of data, and the equivalent Spanish Law: “Ley Orgánica de Protección de Datos de Carácter Personal (LOPD) 15/1999”, and the regulations and rules that develops this law. Moreover, if the 2 DC storage option is selected, both DC are connected via 2 dedicated optical fibres used exclusively by us, granting the security of communications at physical level. Besides of redundant dark fibre path, all the modules needed to grant access to the service are replicated and distributed and the access is balanced over both DCs.

Our ISO 27001 certification is issued, audited and accredited by AENOR, the Spanish Association for Standardization and Certification, an international certification body recognised by UKAS, that was founded in 1986, and is working in more than 60 countries, been among the 10 most important certification organizations in the world. Furthermore, if needed or requested by any Government Procurement Service or any Contractor, we will authorize Site Inspections by Pan Government Accreditor (PGA) or their agent.

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(Page 11) © Tissat, S.A. Service Roadmap

Given this basic service is mainly a deployment of OpenStack, this service roadmap is closely bound to the OpenStack one. In this year, next two coming OpenStack versions are:

• “Grizzly”, scheduled for 4 April 2013, that is going to include 2 new modules: Ceilometer and Heat.

• “Havana” foreseen for September 2013.

Our ISO 27001 & ISO 20000 processes usually imply a 3 months delay (including change management and our internal service test) from a new OpenStack version to our own service release deployed on the new OpenStack version.

When an update decision is made, our ISO 27001 & ISO 20000 processes usually imply a 3 months delay (including change management and our internal service test) from a new OpenStack version to our own service release deployed on the new OpenStack version. Please, note that this update (if made) it doesn’t imply any change in the service interface.

Moreover, insofar this service is quite basic, next release (probably delivered by the end of second quarter) won’t include any new feature; neither any functionality feature will be depreciated. Besides, at the moment any service change is neither foreseen for the second release (to be delivered by the end of 2013).

Anyway in the Public Cloud model, Tissat will make the change decision (and date) by itself, but foreseen a service interruption lower than 1 day scheduled in week-end and the exact time for the change will be choose taken into account the lowest general activity in the service according to our historic week-end usage data.

In Private Cloud model, the version update decision (if made) and details will be fully negotiated with the Customer.

On-boarding process

Once the Contract we must activate you Contract. About activation process 3 cases should be taken into account:

• For Public Cloud Model (only “non guaranteed” model apply): The service will be activated and available next day after we get the Contract signed by you

• For Private Cloud Model (both “guaranteed” and “non guaranteed” over-capacity models apply): Once the Contract signed the service will be activated in 2 months maximum, depending in the capacity you want to start from.

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• For Hybrid Cloud Model, the engineering processes to build the hybrid cloud between your infrastructures and ours will be defined in the Call-Off Contract to be signed, and it will be fix also the testing processes as well the Service activation date.

The last step of activation process will be to enable the service: Configure the access to the service, configure the firewall rules, assign credentials (user and password), set the data access url, set the dashboard url and provide all them to the customer by email. All that items are stored in our CMDB (Configuration Management Data Base) and managed by our ISO 20000 processes. Credentials are also stored in our Identity Management System.

Customer’s user and password are sent in two separate emails for security reasons.

From this point the customer has full access to his dashboard to his ‘project’ (so is called the storage environment assigned to one user in terms of OpenStack Swift, product on which our service is based).

Two are the data transfer methods:

1. Via sftp standard protocol (ftp also available if requested but sftp will be considered as default for security reasons).

2. Via OpenStack public RESTful APIs. This provide a means of integrate customer developed applications or third party applications for using the available storage space.

We also provide consultancy services for assist Customer in data migration process from his actual provider. We’ll apply an average price of £50.00 per hour (VAT not included). In that price is not included any component (hardware or software or anything else) that we need use; expenses associated or derived of possible trips are not included either. If any of them happen they’ll be billed in addition. The Customer is responsible for providing our staff the access to his actual service (user, password, url, IP and in general any necessary information to get access to its data).

Service provisioning

Once the service is activated, provisioning and de-provisioning will be made by the Customer as quick as they do it by itself, since a full self-service capabilities is intrinsic to the service, since the Costumer (or a Customer’s application) can add or delete an object anytime.

Note: However, earlier service termination or contract cancellation by both legal issues and ISO 20000 & ISO 27001 standards compliance must be done via an ad-hoc document signed by Customer representative entitled to do it.

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One month before the end of the Contract we send you a notification with the expiration date a request for its renewal or advising you about to revoke the service and erase your data. If expiration date is reached, unless we have received your termination notification, a new notification is sent asking you for its urgent renewal on the next 2 business days or warning the service unavailability then.

After those 2 business days the access to data will be lost. During that period (or previously) the Customer can explicitly request for a free extra-persistence of data for a 5 calendar day period (unless an explicit agreement with other conditions), after which data will be completely erased: this complimentary extra service is only to let Customer verify the consistency of its downloaded data, but without normal access to our service. Then, if previously requested, the Customer will be able to audit the probes of its destruction for 10 days after the effective day of destruction: expenses of this audit will be afforded by Customer. If you detect any problem in your downloaded data during the extra-persistence period, you could decide to renew the service for a month more at your cost in order to have enough time to duly terminate the service or contract our consultancy services to help you in that task. Concerning to the Data extraction, once Customer has shown (either explicitly or implicitly or in omission or by default) he is not interested on the renewal of his Contract or in case of “earlier termination” we commit to remind him (supplying a list of) the containers where its objects are stored, so the customer can extract them in the same way it put them on, i.e. by one of the following data transfer methods:

1. Via sftp standard protocol (ftp also available if requested but sftp will be considered as default for security reasons).

2. Via OpenStack public RESTful APIs. This provide a means of integrate customer developed applications or third party applications for using the available storage space.

We also provide consultancy services to assist you, the Customer, in your data extraction process. This consultancy services should be requested with enough time in advance, because if they were asked for during the 5 day period of extra-persistence it could happen that we are not able to help you just in that period: so if you problem keep unsolved you should pact with us an additional persistence period that could be billed to you (at the established services prices) depending on your historic usage of our service. For these consultancy services we’ll apply an average price of £50.00 per hour (VAT not included) and the same remaining condition stated for on-boarding processes. You, the Customer, will be responsible for

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providing our staff the access to your data destination (user, password, url, IP and in general any necessary information to get access to your data destination).

Service Support

There are 2 ways and four channels for a Customer to get support:

• Self-service: Via ‘frequently asked questions’ FAQ dashboard where most common issues are solved.

• Assisted service: The Customer can contact our ServiceDesk via e-mail, chat and phone number.

Our ISO 20000 certified Service Desk is available in the following schedule:

• 7x24 for web and e-mail access

• 8h to 17h, Monday to Friday for phone calls (Central European Time) Besides, through the service dashboard, Customer have access to:

• Its “containers” (OpenStack terminology, from a simplistic point of view, user can think of a container as a folder in Windows® or a directory in UNIX®, but without nesting). Options are Create, Delete or List.

• Historical use of last three months (Gigabytes).

Service Levels & Performance

In this Service we offer our standard Service Availability Levels (SLA) and one specific:

1. Service Availability Level (SLA): 99,995% (time measured from incident customer notification to verification of service restoration with customer representative).

Where the Service Availability is calculated according to the following formula:

(Service committed hours) – (Service down hours)

________________________________________________________ X 100 = % Availability (Service committed hours)

o Service committed hours: Amount of hours where service infrastructures will be available apart from maintenance windows.

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o Service down hours: Amount of hours where service infrastructures won´t be available apart from maintenance Windows.

o Availability: Percentage of committed service hours where service infrastructures are available.

2. Incident Resolution Level: 95% (percentage of incidents solved under correspondent resolution times, see table below).

Severity definitions and resolution time table:

Severity Impact Resolution

time 1 Service unavailable or highly degraded (response time to user

actions more than 1 hour above medium of last month)

4 hours

2 Service slightly degraded (response time to user actions more than 10 minutes above medium of last month)

8 hours

3 Service minimum degraded (a non critical function, for example access to statistics, is unavailable)

2 days

3. Specific Service Performances:

Concerning to Services Performances it should be noted that they are directly related to bandwidth on both sides, Customer and Data Centre. We can only guarantee bandwidth on Data Centre side:

Guaranteed Service Bandwidth: 2Mbps per TB of stored data.

Non-compliance Penalties

In case of non-compliance with our offered SLA and subject to conditions stated in the “Cloud Object Storage as IaaS Terms & Conditions” document we offer the following Financial Recompense Model for not met service levels:

We apply a discount on next month quota in case of one o more the service levels are not met as follows:

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• 2% discount for meeting service level under 98% (measured over last month medium). These are valid for any of the three indexes Availability, Performance and Resolution Time, but they are not accumulative, i.e. only one penalty will be applied: the worst of any possible non-compliance.

Other Operational Issues

As aforementioned, under the Private deployment model, this service has two placement options (at the same cost) that could be selected by the Customer:

• Three copies stored in different physical areas of our Tier IV certified Data Centre,

• Or two copies stored in different physical areas of our Tier IV certified Data Centre, and the third copy in a second Data Centre (Tier III).

Therefore, the backup functionality is intrinsic to the service and offered by default (3 copies of data are generated automatically each time the user uploads an object). Moreover, DRP functionality is an option, selected when you choose that two of the three replicas to be stored in our Tier IV Data Centre in Castellon and the third one to be stored in our Data Centre in Valencia. Please, note that both Data Centres are interconnected via a redundant dark fibre path, and all the modules needed to grant access to the service are replicated and distributed and the access is balanced over both DCs. So, in case of access loss and/or data loss in one of the DCs the access trough the other is granted.

OTHER SERVICE TERMS AND CONDITIONS. CUSTOMER RESPONSIBILITIES

Additional service conditions and terms to the ones stated in this document are included in the “Cloud Object Storage as IaaS Terms & Conditions” document. That document also establishes the Customer obligations for having right to price list and discount as well as its responsibilities and liabilities. Therefore, this document is bound to it, and both documents shall be considered as a whole.

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Two different trial services are available for testing two quite different usage ways that the Customer could be interesting on:

• For custom interested in testing direct objects storage, we provide a 5 Gbyte storage capacity, free available during a month, that is accessible via a secure-ftp client (sftp).

• For custom interested in testing objects storage made from an application, we provide a client of our StackSync application (developed using OpenStack-Swift API, the same one that is available for your application) that lets you check how it makes a copy of your files stored in your device into our Cloud Object Storage IaaS, or delete a copy when you do it in your device. It also let you synchronize de different devices (PC, notepad, mobiles, etc.) of a same user. For testing purpose client for MS-windows and Mobile are available. (Note that other clients are available too: please see our StackSync based service also tendered for G-III Cloud: code-name “Personal Cloud Storage Service” for User's Devices BackUp and Synchronization).