Vodafone Private Cloud

(1)

G-Cloud I Private Cloud Definition

April 2014, Vodafone Limited

Vodafone

Private Cloud

Overview

Vodafone Private Cloud is our dedicated public sector cloud service that connects you to your own private IL2/IL3 network and / or core government networks, including the Public Services Network (PSN). It delivers high performance computing and storage services for running your critical applications.

The service is based on a cloud platform that is dedicated to you, and you can combine it with our public cloud (Vodafone Flexible Computing) or our IL3 cloud service (Vodafone Flexible Computing for

Government) to create a hybrid cloud. You can use Vodafone Private Cloud as a single organisation or as part of a public sector community group.

Service overview

We’ll connect you to the platform through a design and on-boarding process. This covers:

 your network connection

 security measures

 the number and type of virtual servers you need (and any physical ones)

 storage and backup

We’ve created three standard architectures for Vodafone Private Cloud, outlined in the Pricing document – you can use these off-the-shelf or as a base for a customised service. We’ll create a private cloud for you that can be accredited at IL2 or IL3 and is based on a standard and proven architecture using industry-leading technologies from vendors such as VMware, Cisco and EMC.

You can be sure that Vodafone Private Cloud:

 has appropriate virtual server capacity as and when you need it

 can be accredited at IL2 or IL3

 provides a seamless network, computing and storage platform

(2)

We bill you for services either as one-off charges (for example for professional services) or monthly (for most other services). You’ll need to commit to a minimum monthly spend and length of contract. Your monthly pricing is based on the capacity of the platform you need.

Vodafone Private Cloud includes:

 dedicated Vodafone Private Cloud infrastructure

 Cisco ASA Firewalls providing perimeter security, ensuring only the right data enters and leaves your platform

 virtual servers running on powerful host machines to provide computing power Each virtual server comes with:

 1 core 2.4GHz CPU delivered from an underlying Intel Xeon platform (the capacity can be used across a smaller number of larger machines if needed – see our pricing document)

 4GB memory (overall memory can be divided up as needed among your machines)

 Windows or RedHat Linux managed operating system

 anti-virus software (for Windows machines)

 fibre-connected EMC Storage Area Network (SAN) giving each virtual server a guaranteed 160GB storage as standard

 standard backup service – weekly full and daily incremental – on a 2-week retention policy

 97% monthly service level agreement and fully resilient dual-site options

 hosting in our secure ISO27001 certified UK data centres

 management, monitoring and maintenance by our UK-based security-cleared operations staff These options all feature in the standard design and we can adapt most of them for you. We’ll work with you to design the platform you need.

For example, other options available (priced separately) include:

 disaster recovery – we have a range of options to support your disaster recovery strategy. We can provide resilient and fault-tolerant technology, designed to meet strict Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) for your organisation

 extra backup – we can provide a range of data retention policies delivered from either shared or dedicated platforms with a direct connection to your Vodafone Private Cloud to back up files and databases

 protective monitoring (GPG13) – we can give you protective monitoring to help you meet the Good Practice Guide 13 (GPG13) standards for monitoring of any potential IT security breaches. As well as giving you regular reports, the service includes real time alerts and 24x7 incident response in line with GPG13

(3)

 professional services – if you need any design, migration and customisation services, project management resources or other help, just ask your account manager or sales representative

Connectivity

In line with current government policy, we’d expect most new connections to a Vodafone Private Cloud service to be over the Public Service Network (PSN), or your own network. In most cases we can connect you over your existing network providing a hosting solution within your Wide Area Network. We’re one of the four core suppliers of the Government’s Public Service Network and we’ve set up many of the government networks so we’re experienced at connecting you to services over any of these networks:

 PSN, the Public Services Network

 GSi, the Government Secure Intranet

 GCSX, the Government Connect Secure extranet

 PNN, the Police National Network

 CJX, the Criminal Justice extranet

 GCF, the GSi Convergence Framework

Information assurance

Vodafone Private Cloud is available with IL2 and IL3 accreditation.

Backup/restore and disaster recovery

Vodafone Private Cloud provides a 97% availability SLA. The standard service is based on non-resilient single-site architecture located within a single tier 3 List X UK data centre.

You can choose dual-site options with an increased service availability SLA for disaster recovery. We run two-week full and daily incremental backups as standard and hold them for 14 days. There are other backup options – speak to your sales representative or account manager for details. If you need to restore any data from a backup (assuming you have the standard on-site option) it’ll start within four hours of you requesting it.

On-boarding and off-boarding

On-boarding

(4)

Once we’ve agreed the design we’ll need you to sign an order form with our pricing and terms. When we've processed your order we’ll give you an Agreed Ready for Service Date (ARFS date). We’ll make every effort to make sure you’re up and running by that date.

If you need extra network connectivity we’ll work with you on the design, ordering and delivery of this too.

Off-boarding

If you want to off-board any services during your contract or at the end of your contract, speak to your account manager or sales representative. We’ll then assess, plan, schedule and implement the change once it’s approved and keep you updated through the process.

If you cancel any services before the end of your contract you may have to pay cancellation charges due to the minimum spend commitment needed for this dedicated service.

Service management

Change management

We support Vodafone Private Cloud with a comprehensive ITIL-based service. Our service desk coordinates:  incident management  security breaches  problem management  change management  configuration management

 service level management

 billing and order queries

 escalations

 complaints

Service desk

Our service desk is open 24/7 and 365 days a year to support you for incident management. And we’re open during normal working hours for change management and order queries.

Service change management

We offer a comprehensive change management process to support the service. You can make changes by contacting our service desk, including:

 raising and recording changes

 assessing the impact, cost/benefit and risk

 managing implementation

(5)

 reviewing requests

 assessing and approving change requests

Our tried and tested processes are audited for compliance with ISO 9001: 2008 to give you seamless end-to-end support.

Routine and emergency maintenance

We do most of our platform maintenance without interrupting your service. If maintenance will involve platform outages we’ll give you ten working days’ notice, though we may make emergency changes at shorter notice.

We maintain all your infrastructure at either the latest release or previous release of the core platform software. We upgrade this software approximately every 18 months. Typically we’ll let you know two months in advance and give you one month’s notice of the upgrade date.

Service levels

Our standard service has an availability SLA of 97% with 24/7 support 365 days a year. For backups we offer an SLA of 98% of backups completed successfully.

Service level descriptions

Severity level Description Typical examples

1 Loss of service Website down

2 Service affected Intermittent fault, performance below service levels 3 Risk to service Loss of resilience, loss of second site

4 Non-service affecting Failed power supply in server, disk usage at 90%, investigation and advice

Restoration

We base our target time to restore the service when there’s a fault on the severity level in the table above. We define the time to restore from when we raise a trouble ticket for the fault to when we believe the relevant service is restored.

Our target times are:

Severity level Target time to restore

1 4 hours 2 4 hours 3 48 hours

(6)

Financial recompense

There may be service credits available if we don’t meet the availability SLAs. Please see our terms for more details.

Training

We don’t provide formal training for Vodafone Private Cloud but we provide you with a customer

handbook which clearly explains how the service and our support works. We hand over the live service to you at a meeting where you can ask detailed questions.

If you have any other questions you can always ask our support helpdesk.

Ordering and invoicing

After you’ve agreed the design of the service and the connection you’ll use, you’ll need to fill out and sign an order form with our pricing and terms. If you’re new to Vodafone, we’ll also need to set up a billing account for you.

When you make an order or ask for a quote, our sales support desk will acknowledge it and give you a reference number you can use to track your request. For quotes, our sales support desk will keep you regularly updated on progress, including information from our technical, design, commercial, survey and feasibility teams.

From the time you place your order through to the delivery of your service, our sales support desk will keep you regularly updated.

We’ll invoice you:

 in advance for all set up fees

 monthly in arrears for all recurring charges and usage charges – all your charges are itemised on your bill

 the month after the month in which a change you’ve ordered has been done or you start using a service for any other requests

Ending the service

You can choose to terminate the service at any time by giving us 90 days’ notice, but you may have to pay termination fees in accordance with our terms.

Either of us can terminate the contract for:

 insolvency

(7)

 revocation, change to or non-replacement of telecommunications authorisations or licences

 fraud

 convenience on 3 months’ notice, that notice won’t expire until the end of the initial period or renewal period (if applicable)

 force majeure

We can terminate the contract:

 for non-payment

 for IPR infringement

 according to law, regulation, etc

 to prevent interference with, damage to, or degradation of the Vodafone network

 to eliminate a hazardous condition

 if you misuse the service

Our options to end the service are set out in our terms.

Data restoration/service migration

We expect you’ll transfer data mainly over your wide area network. This is likely to be limited by the bandwidth into your premises.

It’s not possible to migrate virtual machine templates in or out of Vodafone Private Cloud, but our professional services team can help you migrate applications from an existing platform to this service or from other Vodafone hosting services. You can create custom templates on the platform based on machines deployed from Vodafone images and this can speed up deploying applications.

Data migration service

The SLA to start restoring data is four hours from when you make a request.

Data extraction

There are two options for extracting data: 1. stream data across your wide area network

2. back up to tape – we’ll back up your data to a dedicated tape which we’ll then give to you

We’ll then remove the data from all of our systems as part of removing you from the platform. If you want to turn off a single virtual server, we’ll delete all data relating to that server on the storage platform.

Customer responsibilities

Your responsibilities include:

(8)

 providing the IP addresses needed from your WAN

 making a suitably authorised person available to agree our terms and sign the order form

 providing contact details for an administrator for the portal

 providing contact details for a person to work with to fix any incident or fault

 providing (and confirming them to us if we ask) all licenses for any applications you install on the Flexible Instances

 not changing the hostname or IP address of any servers unless we ask you to

 not changing or trying to change any management agents provided on the servers by us

 following our acceptable use policy

Technical requirements

Vodafone Private Cloud is a managed service, up to and including the servers’ operating system. We want to make sure you’re buying the right service for your organisation so we’ll discuss your organisation’s needs with you.

There are no specific requirements for your connection to the platform, as this will depend on what you need and the applications you want to run on the virtual servers.

You will need an appropriate connection between your network and our data centre. We can help you to define and supply any new networks you need. You’ll need to factor in the time and costs for any new network connections when planning to connect to Vodafone Private Cloud.

Any network connections into the data centre are likely to have an initial speed of at least 10Mbps (full duplex). The costs in the pricing document for Vodafone Private Cloud don’t include that connectivity. The Vodafone Private Cloud service includes:

 setting up appropriate firewall rules and securing the connection between you and your virtual servers

 creating the agreed number of standard, virtual machines

 creating network connectivity throughout the cloud environment to deliver the service in line with your requirements

 setting up storage and backup services

Other extra options you can add include additional:

 virtual servers

 computing power (CPU and memory)

 storage space

(9)

Details of trial services

As Vodafone Private Cloud is built specifically for you, trials are only available for a new member of an existing community. When possible we’ll give you customer references to help you evaluate whether Vodafone Private Cloud is right for you.