Vodafone Primary Storage NAS

(1)

G-Cloud 6 Primary Storage – NAS Service Definition

April 2014, Vodafone Limited

Vodafone Primary

Storage – NAS

Overview

Vodafone Primary Storage – Network Attached Storage (NAS) gives you a flexible way to provide file storage for your businesses applications and users.

It gives you:

Flexibility – you tell us about how much data and protection you need, as well as your availability requirements, and we’ll deliver a fully managed service

Fast deployment – works with your existing applications and infrastructure within our secure data UK centres, as well as integrating with your Active Directory services. If you need remote storage replication options, we’ve invested in a dedicated optical network – so you don’t have to

Affordability – cost of ownership is low

Adaptability – we can increase your file storage capacity as and when you need it, helping you to become a ready business

You can access your data securely from your hosting environment in selected Vodafone UK data centres, which are connected to our secure NAS service via IP connectivity.

How we charge

We charge on allocated capacity based, on a per gigabyte, per month performance class:

 Storage protection class – Single-site and dual-site (near-time)

 Storage access – Network File System (NFS) for UNIX based systems and Common Internet File System (CIFS) protocols for Microsoft Windows

 Additional services – Snapshots

 Connectivity* – NAS ports (pair)

*Set-up and monthly rental charges apply – not per gigabyte

Note: The price you pay includes RAID style protection as standard. The storage available to your host

computers will be slightly lower than the ordered amount in gigabytes due to formatting.

(2)

G-Cloud I Primary Storage Service Definition

Information assurance

Our Primary Storage – NAS service is suitable for IL2 data and below and is ISO 27001 certified.

Backup/restore and disaster recovery

This service doesn’t provide any other back-up/restoration and disaster recovery options other than:

 Failover/failback via the replication option

 Snapshot (linked point in time copy) – ability to roll back to a previous snapshot

 Platform-based RAID protection is used as standard to protect data against physical disk failures. Data protection (back-up and restore) services available directly from us are also available in the same data centres as Primary storage. This complimentary service provides assured protection of your operational data, including host operating system and application data back-ups, with options for encryption and off-site tape vaulting.

On-boarding and off-boarding

On-boarding

Before you start using our services your sales representative or account manager will work with you to identify the right services for your organisation.

Then our solutions consultants will design your NAS service, ensuring you can connect from your hosting environment in our data centre to the service. We also offer a range of professional services directly, including data migration.

Off-boarding

It’s typically your responsibility to migrate data off the Primary Storage – NAS platform, although we can support you as part of a professional services engagement.

Service management

Your Vodafone account representative will talk you through your requirements, then our solution consultants will design your service. Once you agree, we’ll create the detailed design as part of our hosting implementation engagement process.

Once you’ve joined the service, you’ll get:

 On-boarding – after you’ve agreed to the design and contract, our implementation team will connect your hosting environment to Primary storage – NAS. You’ll also be given access to the MyVCO portal, where you can raise service and change requests, track future orders and see incident tickets.

 Additional services ordering – talk to your sales representative or account manager if you’d like to add further services, which may be treated as a new order.

(3)

 Service and change requests – most ‘soft’ changes should fall under service requests, including increasing the size of your NAS storage. However, if a relevant entry doesn’t exist within the service catalogue, a routine change is used. Routine change requests are also used when a specific

implementation time or customer-specific plan is required. Routine changes cover all other types of request that are not service requests, emergency or complex. All change and service requests can be raised via the MyVCO portal online or by email.

 Incident management – you can report faults to our helpdesk by email or phone. We actively

monitor all core platform components and investigate and respond to any alerts according to our tried and tested incident management and escalation process.

 Billing updates – we’ll bill you monthly in arrears for storage per gigabyte, and monthly in advance for other services such as SAN port rental. Take a look at our pricing document for more details.

 An operations team – our dedicated operations team monitor our Primary Storage – NAS 24/7, 365 days a year. They carry out hardware and software maintenance and upgrades to make sure the platform is at its best for you.

 Reporting options – simple reports can be run via the online portal

Routine and emergency maintenance

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

Service tiers

Performance classes

Note: Performance is measured on the storage array, not from the perspective of the connected host. Maximum orderable capacity varies by tier and location. IOps/GB = Input/Output Operations per second per Gigabyte.

Availability targets

Service tier Target availability How we measure it

Primary Storage –

NAS (single-site) 99.9%

Data availability in the relevant calendar month, measured at the storage array.

Primary Storage – NAS (with remote replication)

100%

Data availability in the relevant calendar month, after successful replication to the remote site

NAS port (pairs) 99.9% NAS access in the relevant calendar month. If one port

Tier Indicative Performance

(4)

is available the service availability is classed as 100%. Note: Services levels are measured from our equipment at the edge of the shared storage platform and subject to you having a pair of connections into the service.

Support

We offer 24/7 support 365 days a year by phone and email for our Primary Storage – NAS and managed solutions.

Financial recompense

We’ll give you service credits if we don’t meet our service level agreements. For more details, see our terms and conditions.

Ordering and invoicing

If you make an order or ask for a quote, your account manager or sales representative will give you a reference number you can use to track your request.

For quotes, you’ll get progress updates from your account manager or sales representative. These may include details from our technical, design, commercial, survey and feasibility teams.

For orders, our order desk team will keep you informed of progress. After you’ve agreed the details of your order, you’ll need to fill out and sign an order form with our plan details and terms and conditions. If you’re new to us, we’ll also need to set up your billing account.

We’ll invoice you:

 In advance for all set-up fees and recurring charges, such as SAN port rental

 Monthly in arrears for all storage usage charges and any billable changes and service requests within the previous calendar month. All charges will be itemised on your bill.

Ending the service

Unless agreed otherwise, there’s a minimum term of 12 months for a storage order, except when storage is ordered less than 12 months from the termination of the hosting services – in which case, the storage term shall be reduced to be co-terminus with the hosting services.

If you want to terminate the Primary storage service before the end of the initial contract term, then without prejudice to any other charges that might be payable to us, you’ll need to pay early termination charges of 100% of the charges that would have been payable in respect of remainder of the Initial Period. It’s your responsibility for migrating your data from the Primary storage service. For more details, see our terms and conditions.

(5)

 Insolvency

 Material breach

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

 Fraud

 Force majeure

We can cancel the contract:

 For non-payment

 For IPR infringement

 According to law, regulation, etc.

 To prevent interference with, damage to or degradation of our network

 To eliminate a hazardous condition

 If you misuse the service

 If any host system managed by you is causing or may cause issues with the storage platform for our other customers

We may also terminate the contract if we remove our Primary Storage – NAS service from G-Cloud.

Data restoration/service migration

We don’t offer any back-up or restoration services other than those mentioned earlier in this definition.

Data migration service

We offer professional services that include data migration. We’ll quote for it on an order-by-order basis if required.

Customer responsibilities

Your responsibilities includes:

 Carrying out tasks allocated to you under the project plan agreed with your customer representative

 Nominating a customer representative who must be able to make financial and contractual decisions relating to the user requirements

 Any equipment, applications or maintenance we don’t provide

 Any networking equipment we don’t provide as a managed service, including switches, routers and network terminating equipment and also WAN and data centre connectivity

(6)

 Complying with any other obligations that either we or a designated third party tell you about

 Giving us details for a technical contact during on-boarding, a portal administrator, and someone to contact in the case of an incident or fault

 Making a suitably authorised contact available to agree to our terms and conditions and sign the initial order form

 Providing adequate information and contact details for a person to work with on any incident or fault resolution

 Complying with our acceptable use policy

You’ll find full details in the service schedule terms and conditions.

Technical requirements

You need to be a tenant in our selected core UK data centres, for services such as Co-location, Private Cloud or Managed Hosting. For more details, see our terms and conditions.

Details of trial services

No trials are currently available for this service.

Vodafone Primary Storage NAS