VERIZON CLOUD SERVICES

Service Description: Insert Title

VERIZON CLOUD

SERVICES

Verizon Cloud

2.1 Verizon Cloud Deployment Modes ... 2  

2.2 Cloud Service Tiers ... 3  

2.3 Use Cases and Challenges ... 4

3.1 Cloud Management ... 4  

3.2 Compute ... 5  

3.3 Virtual Machine Lifecycle Management ... 5  

3.4 Storage ... 6  

3.5 Networking ... 6  

3.6 Pre-Built Operating System Templates ... 7  

3.7 Security ... 8  

3.8 Private On-Premise ... 10  

3.9 Private Off-Premise ... 10  

3.10 Cloud Service Tiers ... 11  

3.11 Service Level Agreements ... 12

1. EXECUTIVE SUMMARY

Verizon Cloud provides cloud-based Infrastructure-as-a-Service (IaaS) in both self-service and Verizon-managed models to support a wide range of customer solutions. Customers can create, manage and delete Virtual Machines (VMs) as required in different deployment models: public cloud, Virtual Private Cloud (VPC) and private cloud. However Verizon Cloud is deployed, Verizon provides standard and/or customized management, security and support services to fit customer specific requirements.

2. VERIZON CLOUD OVERVIEW

Verizon Cloud provides a broad range of infrastructure cloud capabilities to address the diverse needs of global enterprise customers. The power and flexibility of Verizon’s globally distributed cloud computing platform, combined with the Verizon network and top-tier data centers provide the foundation for reliability and availability. Beyond a world-class platform, Verizon provides value-added infrastructure management and security expertise so that large organizations with mission-critical computing needs receive the right technology for their needs delivered by experts.

Verizon Cloud supports diverse security, performance, and cost requirements.

• It enables rapid startup for customers with immediate needs. A user can create an account using a credit card

and immediately take advantage of our public cloud. IaaS delivers the cost benefits of a secure multi-tenant cloud with the added value of selectable performance and highly configurable networking.

• Customers can grow their environment on demand to cope with increasing project and application sizes. A

streamlined online user experience provides rapid access to additional public and Virtual Private Clouds (VPCs). Users can provision cloud workloads in alternate cloud data centers, create a Cloud Space, add management services and request access to additional Verizon expertise to support their business.

• Dedicated environments or private clouds are available for customers who require customization, high

performance, or complete segregation. Private clouds based on Verizon’s leading technology can be deployed in the customer’s datacenter or Verizon’s.

Verizon understands that maintaining the confidentiality, integrity and availability of mission critical information is a top priority for enterprises and government agencies. Verizon Cloud employs a multi-layer approach to security that enables our customers to purchase appropriate services in order to achieve a desired state of protection at all levels within their Verizon Cloud environment. Multi-layer security services can be delivered in the cloud to defend web sites, applications and data from malicious attacks by combining advanced state-of-the-art tools, services and instrumentation; all managed by a team of trained, experienced and certified security professionals.

2.1 Verizon Cloud Deployment Modes

All Verizon Cloud customers have access and control over the Verizon Cloud infrastructure via the Cloud Console. The first deployment action is to define a Cloud Space, which is a logical grouping of resources. VMs in a Cloud Space inherit certain qualities or characteristics, depending on how the Cloud Space is defined. The first characteristic of a Cloud Space is the deployment mode. Deployment modes include:

• Public: Low cost, on-demand cloud infrastructure that is delivered in a shared multi-tenant environment providing secure logical isolation between customers. Customers can select from thirteen pre-defined VM configurations, each with configurable disk size, IP addresses, disk IOPs and NIC performance.

• Virtual Private Cloud (VPC): Three separate VPC configurations exist. Each VPC configuration is an

on-demand cloud infrastructure that is delivered in a shared multi-tenant environment providing secure logical isolation between customers. Each VPC is available only in an offline (invoice) payment method:

– Configuration 1. Reserved Performance VPC providing dedicated VPU (no noisy neighbor), allowing granular configuration of virtual machine VM and network settings, letting customers reserve CPU, memory, storage, and network bandwidth. Network Automation through API helps mimic existing data center network

topologies in Verizon Cloud, manage routing, and extend existing IP space into Verizon Cloud. Broadcast and multicast can be configured as needed to support DHCP and DNS.

– Configuration 2. Elastic Resource VPC, great for variable demand workloads yet no resource reservation needed to deploy VMs on demand. Supplies a shared pool of resources for instance-based VMs, letting customers pay for cloud services per use instead of through reserved resource capacity while providing control of per-VM efficiency. Elastic Resource VPC also gives customers value-added features such as snapshots, basic monitoring, built in software or dedicated physical firewalls and load balancers, cloning, template management, and VM import/export. Characteristics include private network integration, dedicated address space, and dedicated hardware or software networking appliances (firewalls, load balancers).

– Configuration 3. Resource Pool VPC, providing VPU and RAM as a pool of resources that can be assigned to VMs. Great for static workloads and expected resource usage yet allows for busting and oversubscription when additional resources are needed. Supplies a dedicated pool of resources for VMs, while providing full control of resource efficiency and performance. Resource Pool VPC also provides value-added features such as snapshots, basic monitoring, dedicated physical firewalls and load balancers, cloning, template management, and VM import/export.

• Private Cloud: Provides a discrete pool of computing resources (process, memory, and storage) on dedicated hardware where customers can create and manage virtual servers. The easy-to-use Web console enables access and control without the need for specialized knowledge or assistance. Cloud Management APIs are also available. Private Cloud can be delivered at a customer site, or in a Verizon Data Center:

– Private Off-Premise: Physical segmentation of compute and storage resources within the Verizon Cloud to isolate compute and storage to a single customer with the benefit of shared data center components, cloud management tools, and Verizon management staff.

– Private On-Premise: Verizon cloud deployed on customer premises that are managed remotely by Verizon. The payment methods available for each deployment mode are shown below:

Payment

Method Public Cloud

Virtual Private Cloud Config 1: Reserved Performance Virtual Private Cloud Config 2: Elastic Resource Virtual Private Cloud Config 3: Resource Pool

Credit Card Yes No No No

Offline Invoice Yes Yes Yes Yes

2.2 Cloud Service Tiers

In addition to the deployment mode, Cloud Spaces within Verizon Cloud are also defined by their Cloud Service Tier (CST). All VMs in a given CST are managed at the same CST level. Customers can choose between the following Cloud Service Tiers (CSTs):

• Base Service Tier: Low cost, on-demand, rapid access, DIY cloud

• Guided Service Tier: Value-added support, tools, and cloud gurus available 7x24

• Standard Service Tier: Depend on Verizon to manage customer environments and maintain high availability

and support (phased availability in 2015)

• Premium Service Tier: Highest touch service and support priority (available early 2015)

The CSTs available to each deployment mode are shown below:

Service Tier Public Cloud

Virtual Private Cloud Config 1: Reserved Performance Virtual Private Cloud Config 2: Elastic Resource Virtual Private Cloud Config 3: Resource Pool

Base Yes Yes Yes Yes

Standard (phased availability in

2015)

No Yes Yes Yes

Premium

(early 2015) No Yes Yes Yes

2.3 Use Cases and Challenges

Verizon Cloud addresses several common business challenges that customers face, including:

• Underutilized resources that drive up costs. Business applications often reside in organizational silos with

dedicated servers and networks; each designed to support peak demand but which are largely underutilized most of the time. This unnecessarily drives up the costs of hardware, software, maintenance, operations, electricity and data center space.

• Rapid provisioning of capacity on demand. Companies are often faced with fluctuating capacity requirements

as a result of both planned and unplanned events. Varying capacity requirements drive the need to provision additional resources quickly and on short notice. Below are few examples of situations that require rapid provisioning and additional capacity.

• Holiday Retail • Seasonal Demand • Enrollments • Development Projects • Auctions • Marketing Promotions • Sales Campaigns

• End of Year/Quarter Events

• Migrations

• Mergers & Acquisitions

• Maintaining service levels and controlling costs. Companies are under constant pressure to maintain and

improve the availability, security and performance of their applications and IT infrastructure, yet to control costs in the face of global competition and market pressure. High availability is a common business requirement for many enterprises but typically requires redundant, expensive, and difficult to manage enterprise-class hardware.

• Performance. Unpredictable performance hinders the effective use of cloud computing in the enterprise,

specifically as it relates to storage and network services. Most cloud providers either do not provide reserved performance or charge a significant premium for high performance.

• Flexibility. Marginal flexibility of configuration and choices reduces a business’ ability to balance computing

requirements against cost. Most cloud providers box customers into specific choices for VM types or provide very specific high-cost performance configurations.

• Networking. Enterprises want the cloud to be a native part of their IT environment. Limited networking

capabilities keep customers from extending their existing IP space out to the cloud provider, and also prevent the creation of a true multi-tiered network topology. There are some providers that are taking steps toward this but either the capability is limited on the platform or it does not have all the networking capabilities needed to extend customer data center networking to the cloud (e.g. support for broadcast and multicast in the cloud to support services like DHCP and DNS)

• Controls. No transparency around security controls and true auditability of the data centers where a customer’s

workloads reside hinders the ability of enterprises to address security compliance requirements.

• Accountability. Outages and unpredictable availability cause major losses to businesses. Organizations

demand true enterprise-class reliability and availability for workloads in the cloud.

3. DETAILED DESCRIPTION

Customers maintain command and control of cloud infrastructure resources visually through the Verizon Cloud Console and programmatically via the Verizon Cloud Application Programming Interface (API), enabling:

• On-demand deployment of cloud resources around the globe through a single pane of glass

• Management of identities and associated profiles

• Business and Cloud Space management

• Access control for Verizon Cloud identities to customer Business and Cloud accounts through an invitation

process

• Access to reporting and billing information

• Single point of contact for support services

The Verizon Cloud API provides a programmatic interface to the Verizon Cloud infrastructure that can be used by any Verizon Cloud customer. The infrastructure is a RESTful API module that consists of objects encoded in JSON and operates over HTTPS. This API provides the ability to configure programmatically, monitor and report on all aspects of the cloud subscription. The API is facilitated via a JAVA SDK that will be available for customers to download. Verizon Cloud uses a key-based authentication mechanism for the APIs.

3.2 Compute

Cloud resources are configured and provisioned into the customer’s Cloud Space by an identity that has administrative privileges to the Cloud Space (Organization Administrators or Cloud Space Administrators) based on the needs of the workload or project. The appropriate Deployment Option is selected for a workload based on foundational criteria including geography, performance, desired features, and deployment type to support the IaaS resources that will fulfill the technical requirements specified by the cloud admin. Multiple Cloud Spaces can be provisioned to support a variety of business and technical requirements.

Depending upon the Deployment Mode, VMs can be configured with:

• Virtual Processing Units: Select between 1 and 8 Virtual Processing Units (VPUs) per Virtual Machine (VM).

Each VPU can be configured up to 2GHz

• Memory: Select between 512 MB and 60 GB of memory

In the Public Cloud, only predefined configurations of VPU and RAM are allowed. In the VPC or Private Cloud, individual levels of VPU and RAM are selectable.

• Disks: up to 1 TB per disk, up to 15 disks per VM

• Network: up to four NICs per VM

Larger configurations may be available upon request.

3.3 Virtual Machine Lifecycle Management

VMs can be created and deleted through the Verizon Cloud Console User Interface (UI) or API. During VM creation, customers can select a predefined operating system template or specify a custom defined VM. Customers can select sizing information and features related to the VM (VPU, memory, disk storage, storage bandwidth, network bandwidth), and can also choose to add a custom defined VM into their personal template list that can be re-used in the future.

Once a VM is created customers can perform common VM lifecycle actions including:

• Create

• Power On/Off

• Configure (add/remove disks, change VPU, memory)

• Reboot

• Console Access

• Shutdown

• Delete

Customers will be able to access their VMs directly via a console built into the Verizon Cloud Console. Customers will have the ability access a VM directly from their browser without the need for a jump host or other software.

Customers can also add disks, virtual NICs to a VM and request and add/remove public IP addresses associated with a VM.

3.4 Storage

Block Storage Functions:

• A RAID scheme provides built-in redundancy for protection from disk failures at no additional cost

• Disks can be configured as part of a VM or independent of a VM

• Disks may be attached/detached/re-attached to VM’s

• Disk size can increased or decreased while the disk is unmounted

• Multiple VMs can simultaneously mount a single storage volume

Data Integrity:

• Multi-layered disk redundancy is used to help protect customer data from the physical drive failures and I/O

path failures

• Integrated redundancy to reduce block overhead in mirroring

• Small blocks are mirrored, or parity protected to provide the ability to sustain multiple drive failures without

losing data

3.5 Networking

Verizon Cloud allows customers to build their network topology in our cloud. On-demand networking reduces the need for complex network designs across the global footprint allowing customers to create:

• A range of network topologies between VMs

• Multiple Layer 3 network types (bridged, routed, NAT’d)

• Layer 3 networks to connect data centers or connect back to their data centers

Optional Network Resources

• IPv6 Addresses

• Cloud LAN-to-LAN VPN Tunnels (1, 3, 6, or 10 Mbps Tunnels) (limited to VPC configurations 2 and 3)

• Additional Public IP Addresses

• Private networks with customer-provided IP addresses

• Customer-provided Dedicated Private IP addresses

Network Automation through API

On select deployment configurations, Network Automation through API helps mimic existing data center network topologies in Verizon Cloud, manage routing and extend existing IP space into Verizon Cloud. Broadcast and multicast can be configured as needed to support DHCP and DNS.

Integrated Firewall Service

Verizon Cloud resources are protected by firewalls that are configured with firewall rules. Customers can manage the firewall via the user interface and add firewall rules. The following elements define a firewall rule:

• Protocol - the IP protocol of the packet (e.g., TCP, UDP, or all)

• Source IP host/network

• Destination IP host/network

• Destination TCP/UDP port(s)

The Public Cloud and VPC Configuration 1 support perimeter firewall functionality, providing protection for malicious Internet traffic. By leveraging NFV, Verizon can dynamically scale the firewall service as required. Throughput of the firewall service is determined by the level of Internet bandwidth subscribed to with a limitation up to 500 Mbit/s in throughput. Currently, no dedicated options are available.

VPC Configurations 2 and 3 support perimeter and intra-network tier firewall functionality, providing protection for malicious Internet traffic as well as the ability to control network level access between various network segments in a fine grain controlled fashion. Customers can opt to leverage the advanced firewall utility platform for network bandwidth requirements up to 50Mbit and alternatively acquire dedicated solutions for environments requiring more bandwidth. In the public cloud, only software firewalls are available. In VPC, both software and dedicated hardware firewalls are available depending upon the selected deployment mode (Software firewalls in

Configuration 1, Shared or Dedicated Hardware firewalls in Configurations 2 and 3).

Load Balancers

Load balancer functionality is available via the Verizon Cloud Console with support for many common load-balancing functions including round robin, least connections, least packets per second, and least response time. Customers have the option to collocate dedicated hardware that can be integrated with the cloud.

In VPC Configurations 2 and 3 (Elastic Resource and Resource Pool), a dedicated load balancer is required for sustained traffic over 50Mbps.

Public IPs

Customers can associate a public IP address to a VM that will allow a VM to send and receive traffic from the public Internet. Customers can reserve public IPs so a given virtual machine can use that public IP address until it is explicitly released.

Internet and Network Connectivity

All Verizon Cloud deployment models provide an Organization or Cloud Space administrator with the ability to enable or disable network access for public Internet connectivity through the firewall functionality. Public Cloud network usage pricing is based on bytes transferred out of the environment through a VM’s public IP address... In the VPC:

• VPC Configurations 3 and 3 (Elastic Resource and Resource Pool) bill network usage based on metered

usage billed at the 95th percentile for all inbound and outbound traffic

• VPC Configuration 2 bills network usage based on bytes transferred out of the environment through a VM’s

public IP address

Connectivity to other critical infrastructure services including private IP termination points, colocation environments, and managed hosting deployments can be supported upon request.

Logging

Customers can access environment system logs including firewall logs and activity task logs through a request to Verizon.

Metrics and Monitoring

Metrics for all virtual machines in the platform will be available for tracking performance of VMs over time.

3.6 Pre-Built Operating System Templates

A variety of popular pre-configured operating system and application templates are available within the Verizon Cloud. Customers have the option of selecting from Verizon-provided templates or Vendor templates available in

the Verizon Cloud Marketplace. Available templates include Microsoft®, Red Hat, Ubuntu, and CentOS operating systems, as well as popular applications such as Oracle, Microsoft SQL Server®, WebLogic, and Docker. Customer provided templates can be supported upon request.

Operating System and Application Deployment Templates

The following operating system deployment templates are available. For specific details, please refer to Supported Operating System Base Templates.

CentOS Template Versions

• CentOS 5.9 - 5.11

• CentOS 6.3 - 6.5

• CentOS 7.0

Red Hat Enterprise Linux Template Versions

• RHEL 5.9 -5.11

• RHEL 6.4 - 6.6

• RHEL 7.0

Ubuntu Template Versions

• Ubuntu 14.04 LTS

• Ubuntu Server 10.04

• Ubuntu Server 12.04 LTS

Microsoft® Windows Server Template Versions

• Windows Server 2008 Enterprise Edition

• Windows Server 2008 R2 Enterprise Edition SP1

• Windows Server 2008 R2 Standard Edition SP1

• Windows Server 2008 R2 Web Edition SP1

• Windows Server 2008 Standard Edition

• Windows Server 2008 Web Edition

• Windows Server 2012 R2 Standard

• Windows Server 2012 Standard

Oracle Enterprise Linux Template Versions

• Oracle Linux 6.5 with Oracle Database 11.2.0.4

• Oracle Linux 6.5 with Oracle Database 12.1.0.1

Other Operating System Template Versions

• FreeBSD 10.0x64

• pfSense 2.1.2

• Debian 7.5.0 x64

• Cisco CSR 1000V

3.7 Security

Verizon Cloud and its supporting infrastructure have been designed with security controls and frameworks that enable customers to layer security controls and services on top of the platform.

Customers can now achieve a comparable or greater level of control and assurance as an in-house traditional IT environment. Additionally Verizon offers Managed Security Services further offloading the need for advanced security expertise to a 24/7 SOC containing seasoned and certified industry security experts.

The base and logical security features described below come included with the service at no additional cost.

Base Security Features

Resilient Cloud security starts at the base level. All deployments are located in purpose-built, cloud-enabled data centers using redundant power and cooling systems that help preserve operations. Advanced Cloud computing security control systems include interior and exterior video monitoring, access control systems and 24x7x365 monitoring by an on-site guard and our Network Operations Center. Verizon has chosen facilities that use some of the highest physical security features available in the industry to deploy the Verizon Cloud.

Access Control, Background Checks and recurring Training are further used to complement the physical controls.

Verizon operates a second logical layer of defenses through virtualization tools and a complete suite of security controls that are delivered, managed and maintained by our 24/7 NOC and SOC. In our ongoing efforts to ensure the confidentiality, integrity and availability of networks, resources and data for the infrastructure, Verizon Cloud uses a significant number of internal tools for the protections of the IaaS management backplane for Compute, Network, Storage and Management.

Verizon addresses logical security controls through various mechanisms at all layers:

• Compute layer (Hardening, strong authentication and authorization policies as well as using least privilege

principles)

• Network layer (Hardening, advanced segmentation techniques, perimeter firewalls as well as Intrusion

Detection Systems)

• Storage layer (Hardening, SAN segmentation, and proprietary SDN segmentation techniques)

• Management layer (All above principles are applied to the management infrastructure as well)

In addition to the actions taken and delivered to the customer concerning the actual infrastructure, the Verizon Cloud platform further enables the customer to use the following Logical Security features at no additional cost:

• An integrated firewall service as described in the Integrated Firewall Service section above

• An Identity and Access Management framework that delivers powerful RBAC capabilities. The framework

allows customers to control access to specific resources, specific cloud spaces and specific actions that can be executed on the platform. For example:

– Grant an identity the ability to reboot, power off and power on a VM but disable the ability to edit the

configuration details of the VM.

– Grant an identity the ability to control the network configuration but the inability to change VM or storage

configurations.

Throughout 2015, Verizon will expand the scope and capabilities of the identity and access management framework to support more than just access control for endpoints that handle Cloud primitives such as network, disk, storage and VM’s. The framework will also be normalized to ensure that all deployment models and compute configurations are controlled by the same framework.

Security requirements are always increasing and are a concern in every area of business. To facilitate the ongoing and continuous management of our cloud products, Verizon dedicates an entire team of governance, risk, and compliance (GRC) experts to support unique requirements. Verizon can help address business standards and security compliance requirements by implementing strong security controls to protect the cloud platform, adhering to life-cycle and change-management practices, and offering assessments through Professional Services engagements to help address GRC concerns. Verizon Cloud Elastic Resource and Resource Pool VPC options meet the following standards (at select data centers):

• SSAE 16 SOC 1

• SSAE 16 SOC 2

• PCI DSS

• ISO 270001:2005

• HIPAA enabled

Reserved Performance VPC assessments for PCI DSS and SSAE 16 are in the process.

Please work with an account executive to understand the exact scope of the frameworks and receive further details. In select locations, the Verizon Cloud platform can support healthcare and federal workloads and HIPAA and FedRAMP requirements.

Value Added Security

The Verizon Cloud platform has been built to support layered security on top of the infrastructure to ensure customers can choose to enhance their solution with specific controls and leverage secure connectivity solutions to address security requirements.

The following is a non-exhaustive list of additional services or solutions that Verizon offers:

• Preconfigured security solutions through Verizon Cloud Marketplace ISVs

• Managed Security Services

• Secure Cloud Interconnect (SCI)

3.8 Private On-Premise

Private cloud deployed within a customer datacenter provides the flexibility of the cloud with the peace of mind that comes with a fully managed service and a single bill. Private On-Premise includes:

• Hardened and fully automated virtualization environment provided as a service

• Low initial cost based on a site survey and Deployment and Installation (D&I) cost

• Centralized Management from Verizon for Tier 2-3 issues

• Consistent and Standardized Verizon customer support

• Unified experience through the Verizon Cloud Console

• Option to contract separately and deploy into Verizon colocation sites around the world as an extension of

customer data center capacity

Verizon teams require physical access to the Private On-Premise deployment to support management functions including capacity expansion, infrastructure audits, and inventory management.

Verizon provides day-to-day management, and the customer performs any real-time hands-on operations with direction from Verizon.

Only the offline invoice payment method is available for Private Cloud On-Premise. All Cloud Service Tiers are available for Private Cloud On-Premise.

Private On-Premise Site Requirements

To support a Private Cloud deployment in a location other than a Verizon Cloud-enabled data center, the facility must meet certain requirements. Please refer to Private Cloud On-Premise Site Requirements.

3.9 Private Off-Premise

Private cloud deployed within a Verizon data center provides the flexibility of the cloud with the peace of mind that comes with a fully managed service and a single bill. Private Off -Premise includes:

• Hardened and fully automated virtualization environment provided as a service

• Low initial cost based on a Deployment and Installation (D&I) cost

• Centralized Management from Verizon for Tier 2-3 issues

• Consistent and Standardized Verizon Customer Support

• Unified experience through the Verizon Cloud Console

• Option to contract separately, deploy into Verizon Colocation and Managed Hosting and cross-connect locally

Verizon supports all private cloud management and hands-on operations.

Only the offline invoice payment method is available for Private Cloud Off-Premise. All Cloud Service Tiers are available for Private Cloud Off-Premise.

3.10 Cloud Service Tiers

All Cloud Service Tiers will be available across deployment modes. At the time of Verizon Cloud launch, only the Base Tier and the Guided Tier will be available.

A summary of the features across Cloud Service Tiers is shown below:

Base Guided Standard (phased availability in 2015) Premium (early 2015) Support Services

Online Service Dashboards and Reporting Included Included Included Included

Community Forums Included Included Included Included

Online Chat Included Included Included Included

Online Service Request Entry (Web Ticket) Included Included Included Included

24x7 Phone Support None Included Included Included

Targeted Support Response Time - Severity 1 <24 hours <1 Hours < 30 min < 15 min Targeted Support Response Time - Severity 2 <24 hours <12 hours <2 Hours <1 Hours Targeted Support Response Time - Severity 3 <48 hours <24 hours <12 Hours <12 Hours

Engineering Advisory Resource N/A 2hr 10hr N/A

Assigned Client Engineer N/A Optional Optional Optional

Assigned Service Delivery Manager N/A N/A Included Included

Base Service Tier

All Verizon Cloud customers have access and control over the Verizon Cloud infrastructure via the Cloud Console. Customers who elect the Base Service Tier have access to a community of information in forums and online chat resources to self-enable building and managing their cloud infrastructure. Additional features and tools for customers to self-manage their environment can be unlocked at the base level for an additional fee and include features and tools such as snapshots, backups, and self-service monitoring.

The Base Service Tier is recommended for customer deployments where customers prefer to manage all aspects of the deployment and management of their cloud spaces.

Guided Service Tier

For Verizon Cloud customers requiring additional assistance, Verizon provides support expertise at the Guided Service Tier. By adding 7x24 phone access to our Global Support Operations Service Center, Verizon provides Guided Service Tier customers live access to skilled technical support personnel for advice on running workloads on the Verizon Cloud infrastructure. Guided Service Tier customers also receive specific response time

commitments. At the Guided Service Tier, customers can elect to purchase a Verizon Managed Operating System (OS) image from a selection of standard supported operating system templates. Verizon will then extend to Guided Service Tier customers the support and management commitments described further in the Cloud Managed Services Overview section.

The Guided Service Tier is recommended for customer deployments where DIY is the preferred customer approach but where customers may require additional performance capabilities or 7x24 advanced service desk phone support.

Standard Service Tier (phased availability in 2015)

The Standard Service Tier allows Verizon Cloud customers seeking to shift the work of provisioning and management of their cloud environment to Verizon Service Management experts. Under the Standard Service Tier, Verizon will install and configure Cloud Spaces as well as conduct the ongoing Monitoring, Event, Incident response, Configuration Management, Critical Patch Management, and Tier 1 - 3 Service Desk, as well as Problem Management, and Product Lifecycle Management for all supported services. Standard Service Tier customers will also be assigned a Service Delivery Manager for customer relationship management, proactive service planning, and service management oversight.

The Standard Service Tier is recommended for customers that prefer to have Verizon provide the core critical support and Service Management functions for their production workloads, enabling customer technical resources to focus on the development, innovation, and business success factors.

Premium Service Tier (available early 2015)

For customers seeking high touch service management support from Verizon, the Premium Service Tier provides the highest level of response time targets, access to a Premium support team and options for customization of services. The Service Delivery Manager helps customers’ complex and mission critical workload requirements maintain high efficiency and availability of their Cloud Space. For additional costs, a dedicated support team can be provided. This high-touch service provides the level of support customers with Mission Critical workloads, Private Cloud solutions and custom application support require for a most complete and integrated service experience.

The Premium Service Tier is recommended for customers with Business Critical and Mission-Critical workloads that wish to partner with Verizon not only on critical support and Service Management functions but also collaboratively work as a team to enhance Cloud deployments and application functionality in the Verizon Cloud.

3.11 Service Level Agreements

Verizon Cloud offers the following SLAs:

• Service Availability: Cloud Compute Services will be available for at least 99.95% of the time in any given calendar month in each Verizon Cloud Data Center

4. AVAILABILITY

Verizon Cloud is available in the following countries:

Public Cloud

Virtual Private

Cloud

Private Cloud

United States

Culpeper, VA Yes Yes Yes

Denver, CO Yes Yes Yes

Santa Clara, CA Yes Yes Yes

Miami, FL Q1 2015 Yes Yes

EMEA

Amsterdam, NL Yes Yes Yes

London, UK Q1 2015 Q1 2015 Q1 2015

Latin America

Sao Paulo, BR Q1 2015 Yes Q1 2015

APAC

Singapore, SG Q2 2015 Q2 2015 Q2 2015

Hong Kong, CN Not Available Q2 2015 Q2 2015

Melbourne, AU Not Available Q2 2015 Q2 2015

5. PRICING

Pricing is based on the deployment mode. Please contact a Cloud Solutions Executive for the most up-to-date pricing and options. Pricing for Private Cloud deployments is based on a usage-based model with a minimum monthly commitment. Private Cloud usage rates are the same as those for Public Cloud, which allows customers to take advantage of the control, isolation and security of Private Cloud, at the same low rate as our multi-tenant Public Cloud. Regardless of where the workload resides (Private, Virtual Private, or Public Cloud), customers pay the same, low hourly rates.

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