Application Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open

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Classification: Open

Application Management

Lot 4 - Specialist Cloud Services

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Lot 4 - Specialist Cloud Services

Service Definition: Application Management, Issue: 3.0

Copyright: MDS Technologies Ltd 2014

Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd.

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Why MDS?

 A tailored cloud solution that fits your business needs

 Full range of cloud hosting options from pure public cloud to hybrid cloud and physical enablement solutions

 A support team that is based on the same highly secure campus as our cloud platform

 An assured cloud platform that is independently validated for OFFICIAL and OFFICIAL SENSITIVE data

 A fully managed platform, supported up to Operating System

 Over12 years experience of providing infrastructure services

 SC cleared operational support staff

 24/7 support through our ITIL-aligned Service Desk

 Additional professional services such as project delivery and technical consultancy

 ISO 27001, ISO 9001, ISO14001 accredited

 Over 12 years experience in supporting Public Sector customers

 A privately owned, UK sovereign company

 We are an SME - agile with minimal bureaucracy

PROFESSIONAL, PERSONALISED SOLUTIONS

Summary of service benefits

 Support provided for COTS and bespoke developed applications

 Suitable for OFFICIAL and OFFICIAL SENSITIVE environments

 ISO27001 accredited service

 ITIL-compliant 24/7 Service Desk

 Fully flexible service, tailored to your business needs

Product Overview

MDS can provide first line application management and database adimistration services for a wide range of COTS (commercial off the shelf) software and database products. We can also provide application

management services for bespoke applications developed by, or on behalf of, customers.

This service will be delivered via our Service Desk, which provides coverage between 8am and 6pm, Monday to Friday or, optionally, 24/7. Our Service Desk will log and manage all calls received as part of the Application Management service and ensure resolution, in accordance with our ITIL-based Service

Management processes, liasing with third party application resolver groups as necessary.

Product Features

The main features of our Application Management Service are:  24/7 Service Desk coverage

 Support provided for OFFICIAL and OFFICIAL-SENSITIVE data (up to Legacy IL4 at aggregation)  A service tailored to the level of support you require

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Example Use Cases

Organisations using this service would expect to gain benefits in the following scenarios:  Where no application Service Desk is already in place

 Where database administration skills are required

 Where customers wish to establish a ‘one stop shop’ for all application service issues

Technical Features

The service has the following features:

 An integrated Service Desk toolset, based on OTRS, which supports interfaces with a wide range of other Service Desk applications

 Portal access to OTRS for on-line logging, updating and tracking of Service Desk calls  Comprehensive Service Management processes and procedures, based on ITIL best practice

Overview of the G-Cloud Service

The scope of service provision will be tailored to your specific requirements, selected from the following service components:

 Provision of a Single Point of Contact Service Desk, between 08:00 and 18:00 Monday to Friday (excluding Public Holidays), with 24/7 coverage available as an option.

 Incident and Problem Management  Application Service Availability Monitoring  Patch download and deployment

 Monthly Standard Service Reporting, covering:  Availability reporting (as above)  Service Desk performance  Change Management  Change and Release Management  Implementation and on-boarding services  Disaster Recovery services

 Asset and Configuration Management  Security Management

 Access Management

 Database administration, covering:  Server installation and initial configuration  Clustering and Log Shipping

 Database mirroring or replication  Database backup and restore

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Copyright: MDS Technologies Ltd 2014  Performance tuning such as re-indexing and table defragmentation

 Monitoring

Information Assurance

 We are ISO27001 certified, which covers all our business operations.

 We are able to provide services for data classified as OFFICIAL and OFFICIAL SENSITIVE (up to legacy IL3) and have been subject to accreditiation at these levels by a number of existing customers who take services from us.

On-Boarding and Off-Boarding processes

On-boarding: we operate an Operational Acceptance into Service process to ensure we take on the support and management of application services in a controlled manner. This encompasses:

 Implementation of your application service within the cloud platform  Setup of monitoring

 Establishing the key customer service interfaces and information reporting framework  Providing access and interfaces to our Service Desk

 Establishing maintenance and patching regimes and schedules  Ensuring the application platform is fully documented and baselined

Off-boarding: our off-boarding process is focused on ensuring the controlled shutdown of our service and, where appropriate, facilitating the transition to an alternative provider. This encompasses:

 Facilitating the removal of your data and content from the cloud platform

 Securely, and permanently, deleting all data, accounts and access such that they cannot be recovered

Pricing Model

Due to the bespoke nature of this service, pricing will vary depending scope of service required. The key pricing drivers are:

 The complexity of the application(s) to be supported

 Whether the application is COTS or a bespoke development  The extent of support required (1st, 2nd and/or 3rd line)

As such, we will price our service, based on an agreed service description using appropriate defined roles from our SFIA Day Rate table.

Service Management

This service must be taken as an addition to our Managed Server service, which provides a full ITIL service management capability, delivered through our Service Desk function.

Service Constraints

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Service Levels

We will meet the follow service levels, associated with the management of Incidents occurring within the scope of services provided by MDS. Incident resolution SLAs apply within our Core Service Hours, which are 8am to 6pm, Monday to Friday (excluding Public Holidays).

Where a customer has additionally procured 24/7 Support for P1 Incidents, the P1 service level applies 24/7/365.

Priority Level

Response Target for MDS to Acknowledge

Problem Notification

Response Target for MDS to Update Customer Resolution Time 1 Critical systems failure or severely impaired 15 Minutes 30 Minutes 4 Working Hours (6 Hours outside Core

Service Hours)*

2

User group or key user unable to operate, experiencing significant reduction in system

performance

15 Minutes 30 Minutes 6 Working Hours

3

Single user unable to operate with no available workaround

30 Minutes 60 Minutes 3 Working Days

4

User or user group experiencing problems but with a work around that does not affect service delivery

60 Minutes 4 Working Hours 7 Working Days

Ordering and Invoice Process

A purchase Order is required and billing for the service is monthly in arrears. Payment can be via the following methods: BACS or Cheque.

Service Lead Time

Lead times associated with this service will vary depending on the nature of the service required. A new service supporting a commonly-used COTS product can be implemented within five working days. Where the support of a bespoke developed product is required, lead times are likely to be longer as training and a formal operational acceptance into service process is likely to be required.

Termination costs

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Customer Responsibilities

You will need to take responsibility for:

 The control and management of access and responsibilities for end users.

 Ensuring only appropriate data (e.g. OFFICIAL or OFFICIAL SENSITIVE) is stored within your application.

 Provision of detailed technical and operational support documentation for any bespoke developed application.

Technical Requirements

Individual users will require internet access ( Assured Official cloud) or connectivity via a government secure network (Elevated Official cloud) to access the MDS Cloud Platform.

Training

Where appropriate, we will provide guidance in the use of our Service Desk portal. Otherwise, no training is required to use this service.

Related Services

This service may be bought in conjunction with the following other MDS G-Cloud services:  Managed Server

Application Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open