APPLICATION DELIVERY AS A SERVICE

Transcription

1 SERVICE DEFINITION APPLICATION DELIVERY AS A SERVICE G-CLOUD 8 Classification: Open

2 Classification: Open ii MDS Technologies Ltd 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. MDS Technologies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX Telephone: , Fax: CONTENTS WHY MDS?... 3 SUMMARY OF SERVICE FEATURES... 3 SERVICE OVERVIEW... 4 SERVICE FEATURES... 4 SERVICE BENEFITS... 4 INFORMATION ASSURANCE... 4 ON BOARDING AND OFF BOARDING PROCESSES... 5 PRICE MODEL... 5 SERVICE MANAGEMENT... 6 SERVICE CONSTRAINTS... 6 SERVICE LEVELS... 6 ORDERING AND INVOICE PROCESS... 7 SERVICE LEAD TIME... 7

3 WHY MDS? Bespoke cloud solutions that fit your business needs Trusted provider of agile, scalable and assured digital services Full range of cloud hosting and enablement solutions Security Cleared (SC) operational support staff Honest providers of services, support and practical advice 24/7 support through our ITIL-aligned Service Desk A privately owned, UK sovereign company We are an SME - agile with minimal bureaucracy Providing infrastructure services to the Public Sector for over 12 years Certified against ISO 27001, ISO 9001, ISO14001 and Cyber Essentials Plus We listen to our customers, we understand, we deliver PROFESSIONAL, PERSONALISED SOLUTIONS SUMMARY OF SERVICE FEATURES Securely connect to applications and information from anywhere on any device Windows and Linux environments supported OPEX model - transparent, per concurrent-user per month pricing Centralised application management and delivery The solution is available on a proof of concept basis 24/7 Support UK Based Data centres

4 SERVICE OVERVIEW The MDS Application Delivery as a Service (ADaaS) offers a secure, efficient and flexible solution for application delivery from anywhere to any device. ADaaS enables the seamless delivery of Windows and Linux apps using the Remote Display Protocol while providing IT with a unified platform for management and delivery. Our ADaaS solution is flexible and can be used in environments with complex requirements, however the costs associated with its deployment (implementation, licensing, infrastructure, maintenance and training) are far less than the incumbent alternatives. Measured over a three year period, the overall cost can typically be 50% or less. ADaaS also delivers operational savings by prolonging the use of existing equipment, centralising management operations, reducing power requirements, reducing Windows license requirements, and enabling the use of more cost effective applications based on Linux. ADaaS has been designed specifically for the UK public sector. It harnesses the power of Inuvika s Open Virtual Desktop and is provided through the use of Skyscape s cloud platform. SERVICE FEATURES The main features of the MDS Application Delivery as a Service are: Support for Windows and Linux applications 24/7 Support UK Based Data Centres Public Sector Only Infrastructure UK only data storage 14 day backups included SERVICE BENEFITS This service offers the following benefits to consumers: Reduced costs for desktop, application and storage provisioning/deployment Licensed on blocks of concurrent users Rapid desktop, application and capacity provisioning Access applications from anywhere from any device Increased security Reduced systems administration INFORMATION ASSURANCE MDS is certified against ISO 27001:2013 and Cyber Essentials Plus, which cover all our business operations. We are a UK Sovereign company delivered from secure UK data centres by Security Cleared (SC) staff.

5 We are able to provide services at OFFICIAL and OFFICIAL-SENSITIVE and have been subject to accreditation at these levels by a number of existing customers who take this service from us. We can also provide services at higher security levels if required. This service can be hosted within Skyscape s assured Cloud platform, which is aligned to the CESG Cloud Security Principles and previously Pan Government Accredited at IL2 and IL3. The platform is also accredited at PSN-Assured and PSN-Protected. We can also provide this service within your chosen secure IaaS provider. 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 PRICE MODEL Implementation Implementation service Implementation of Application Delivery infrastructure Price 4600 NB: Pricing excludes costs associated with the provision of compute and storage infrastructure required to host the customer s application servers. This may be purchased using other MDS services or supplied separately by the customer.

6 On-going Service Provision On-going provision of the service is priced as follows: Recurring Service Price Per User 50 concurrent users concurrent users Other user quantities are available on request. SERVICE MANAGEMENT The Application Service includes full management and maintenance, through our Service Desk, which is available between 8am and 6pm, Monday to Friday (excluding Public Holidays), with 24/7 cover provided for critical Security Incidents. SERVICE CONSTRAINTS None 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 MDS to Acknowledge Problem Notification MDS to Update Customer Resolution Time 1 Critical systems failure or severely impaired 2 15 Minutes 30 Minutes 4 Working Hours (6 Hours outside Core Service Hours)* 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

7 Priority Level MDS to Acknowledge Problem Notification 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 this service is monthly in arrears. Payment terms are strictly 30 days from the date of invoice. Payment can be via the following methods: BACS or Cheque. SERVICE LEAD TIME This service is available within 14 days of order. TERMINATION COSTS There are no termination costs for this service. CUSTOMER RESPONSIBILITIES You will need to take responsibility for: Providing access to your application services that will be delivered through this G-Cloud service. Access to an existing LDAP based authentication system, or a single csv file of user credentials to import in to ADaaS. The control and management of access and responsibilities for end users. Ensuring only appropriate data (e.g. OFFICIAL or OFFICIAL SENSITIVE) is stored within the service. TECHNICAL REQUIREMENTS Individual users will require Internet access or connectivity via a government secure network 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.