Connecting to the Cloud. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 01/12/2014. Classification: Open

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Classification: Open

Connecting to the Cloud

Lot 4 - Specialist Cloud Services

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Lot 4 - Specialist Cloud Services

Service Definition: Connecting to the Cloud, Issue: 3.0

Copyright: MDS Technologies Ltd 201415/12/2014

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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Copyright: MDS Technologies Ltd 201415/12/2014

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 which 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

 Over 12 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

 ISO27001, ISO9001, 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

 Enabling service to allow customers to migrate into, and access MDS cloud services

 Connectivity from customer’s own offices and data centres, or MDS co-location suites

 Service provided for OFFICIAL and OFFICIAL SENSITIVE data

 ISO27001 accredited service

 ITIL-compliant 24/7 Service Desk

 Fully flexible service, tailored to your business needs

Product Overview

As part of any cloud service there is an element of network connectivity to allow customers to access their cloud services. This is typically provided by an existing public network such as the Internet or a Government secure network such as PSN, PNN or N3. Where these networks are not available, or are not suitable, MDS can provide an alternative network service.

We can work with a variety of telecoms suppliers to provide Wide Area Network circuits and the associated network infrastructure to provide cloud connectivity.

Product Features

The main features of our Connecting to the Cloud Service are:  Personalised connection options

 Support provided using SC cleared staff

 A service tailored to the level of support you require  A single point of contact for all service issues and queries

Example Use Cases

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Copyright: MDS Technologies Ltd 201415/12/2014  Connecting from a customer or supplier network into the cloud, where the cloud provider’s offering is

not suitable, e.g where the link does not offer a low enough latency or high enough bandwidth.  Connecting from a customer or supplier network into the cloud, where the customer’s network is not

connected into the same network as the cloud service.

 Connecting from physical hosting suites into the cloud to enable migration from physical to cloud services to take place.

 Connecting between physical and cloud hosting environments as part of a hybrid cloud solution  Where an existing connection requires additional security for the Impact Level that is required.

Technical Features

The service has the following features;

 Network connections suitable for connecting into the cloud  CAS-T circuits for assured connectivity

 VPN encryption using CPA approved devices, either standalone or coupled with a CAS-T circuit for greater security

We offer CAS-T circuits from a variety of partners, including Level3 and InterRoute. MDS has experience in providing and supporting the following technologies:

 Routers, Switches and Firewalls (e.g. Cisco, Juniper, Barracuda)  Load balancing (e.g F5)

 IPSEC VPNs  SSL VPNs

Overview of the G-Cloud Service

MDS will provide this service tailored to your needs, from a straightforward provision of a data circuit to a full analysis, design, implementation and management service. Examples include;

 Network analysis, design and assurance

 Intra data centre campus connectivity (enabling connections between physical and cloud environments for migration into the cloud)

 Implemenation of CAS-T (and other) WAN circuits into your cloud environment  Implementation of VPN solutions, using CPA approved devices

 On-going management and monitoring of your network connectivity (including management of third party telecommunications provider)

Information Assurance

The Skyscape assured cloud platform is designed and optimised to meet the unique information assurance needs of UK public sector organisations.

 UK Sovereign platform delivered from secure UK data centres by a UK company with SC cleared UK staff

 Suitable for all data classified at OFFICIAL, including OFFICIAL-SENSITIVE data under the Government Security Classification Policy (GSCP)

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Copyright: MDS Technologies Ltd 201415/12/2014  Independently certified against ISO27001 and ISO9001

 Secure and resilient (Tier 3) UK data centres facilities capable of hosting data classified at OFFICIAL and OFFICIAL-SENSITIVE

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

 We are able to provide services across the OFFICIAL classification spectrum, based on individual customer’s requirements. We 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 services in a controlled manner. This encompasses:

 Scoping and definition of your requirements  Implementation of your Connection in to the Cloud  Setup of monitoring

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

 Establishing maintenance regimes and schedules  Ensuring the service 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 equipment 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 on the scope of service required. The key pricing drivers are:

 The type of connection, distance, bandwidth and length of contract  The security level required

 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, any hardware and/or third party connectivity services required.

Service Management

The service will be provided through our service desk, offering:

 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

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Copyright: MDS Technologies Ltd 201415/12/2014  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

Service Constraints

Provision of this service may rely on third party telecoms providers. We will be required to work within any service contraints that they may specify.

Service Levels

We will agree service levels during onboarding, encompassing any service levels that are provided by third party network providers.

Our standard service levels are set out below, providing incident resolution 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

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Response Target for MDS to Acknowledge

Problem Notification

Response Target for MDS to Update

Customer

Resolution Time

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.

Termination costs

Termination costs will vary depending on the nature of the service required. Some telecoms providers may charge an early termination fee is curcuits are ceased before the end of the lease term.

Consumer Responsibilities

You will need to take responsibility for:

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

 Ensuring only appropriate data is stored within your application, based on your security principles.  Provision of detailed technical and operational support documentation for your requirements.

Technical Requirements

We will work with you during onboarding to define any technical requirements.

Related Services

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

 Managed Server

 Graphical Applications in the Cloud

 Cloud Enablement

 Secure Remote Access

Connecting to the Cloud. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 01/12/2014. Classification: Open