PretaGov Australia SaaS Hosting with Fully Managed Services, Support and Maintenance

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1 PretaGov Australia SaaS Hosting with Fully Managed Services, Support and Maintenance Introduction to PretaGov PretaGov operates a Government Community Plone CMS (content management system) SaaS Cloud exclusively for Australian Government clients. This service was launched to reduce duplication in government by allowing the reuse and sharing of infrastructure and software and the sharing of support/maintenance costs between government agencies. We assist government with the following: Relieving agencies of web backend responsibilities by providing: Content Management Systems built in the Plone Open Source CMS Tier 3 Data Centres providing Government Security Standards Compliant hosting Comprehensive Support & Maintenance Infrastructure & Software Scalability and High Availability Fully managed cloud services web hosting that guarantee high availability & performance even with traffic spikes, provided by: Network redundancy Database and application redundancy Load-balancing that protects from performance inhibiting crawlers & robots Continuous web stack optimisation Security patches installed within 24 hours Ensuring agencies meet government standards when entering the Cloud by ensuring: Data Sovereignty Data Protection Internet Security - Protective Security Policy Framework (PSFP) and Australia Government Information Security Manual (ISM), NSW Government Cloud Services Policy and Guidelines, NSW Department of Premier and Cabinet s Digital Information Security Policy Disability Discrimination Act - Web Accessibility Compliance to WC3 WCAG L2 AA Tier 3 Data Centre Hosting The PretaGov Australia CMS Cloud Platform is hosted by Orion VM an Australian hosting company with their servers located at the Equinox Data Centre. Orion VM guarantee an uptime of 99.95%. PretaGov fully manages the Hoster for the client. All data centres are located in Australia to comply 1

2 with data sovereignty and data protection laws. The Equniox data centre is rated as tier 3 and is accredited to ISO Server security Orion VM our hosting provider ensures comprehensive physical security measures at their data centres, in addition to internal security policies & procedures, and security patching. This includes, Managed Firewall, Perimeter Patrol Security Vulnerability Scanning and Penetration Server Intrusion Detection. Denial of Service Attack mitigation Orion VM are specialists in hosting services. They will ensure the best practice processes and plans are actioned if this occurs. Hosting Service Redundancy Every PretaGov site runs on the PretaGov infrastructure. This results in higher up-time and fault tolerance then stand alone hosting environments. Should a failure occur requests are instantly re-routed to alternate nodes in our infrastructure. Data replication ensures all nodes are capable of serving your site. No intervention is required to ensure this occurs. Multiple upstream network providers ensure a single network pipe failure will not affect the operation of your site. Backups Backup of your site is included as part of your plan. Logging database ensuring transactions can be reversed. All backups are to off-site storage. Backups are retained for 3 months with weekly snapshots and daily incremental backups. Backups are secured to the same security standards as PretaGov hosting. Enterprise Managed Services for Web Cloud Hosting Cloud hosting is not just about your web solution sitting on a group of servers in a data centre. To ensure high availability and scalability, PretaGov configures and maintains an architecture and web stack which is robust, reliable and cost effective. This covers: 2 Highly available, scalable solution design and configuration. Responding quickly to load spikes or significant fluctuations in traffic by scaling servers up (or down). Ensuring the network, server, OS and application stack are secure, stable and running at peak performance. Performance optimisation including load balancing. Continuous monitoring of servers alerting PretaGov technical staff to issues which are

3 responded to promptly, we manage the hoster for data centre issues. Security patching of the web stack software within 24 hours of release. Stack tuning Caching technologies (Varnish) Capacity planning Delivering digital government in days not years On-going CMS support, maintenance and development services The CMS system will be fully supported and maintained under the PretaGov Australia CMS support and maintenance contract. Sample contracts can be provided on request, which outlines actual guaranteed response times and service level agreements. PretaGov provides a support ticket tracking and web solution performance monitoring service. As part of our support contract, a help desk system is provided. This allows general feedback as well as specific questions to be asked regarding service and technical issues. Issues can be submitted by , the web or via our phone help desk which operates during business hours. We also offer 24 x 7 priority one after hours support as an upgrade option. Support processes allow user feedback and issues will be acted on in a prompt and efficient manner in adherence to service level agreements as stated in the contract. The support contract also covers consulting and advice on new development work. Once requirements are determined, PretaGov would provide a quote and schedule the work if approved. Our comprehensive 24 x 7 monitoring system offered as part of our standard maintenance service ensures immediate alerts notifying our support team to address critical events. It also gathers data for trending and reporting to provide analysis on performance improvement and fault detection in the web server environment. PretaGov Australia Plone CMS Support Service This service guarantees you expert assistance when you need it for content managers and rapid technical support for system issues. Description The support service allows Australia agencies to share the cost of the following common services: Fully managed server services including restarting the web stack that make up the private cloud platform such as Linux, Zope, Ngnix, Varnish and Plone if they fail for whatever reason. General support services include: Content manager user support queries. Best effort at fixing problems and repairing broken components in Plone. Consulting on development of new functionality on PretaGov underlying architecture, software 3

4 products and webs solutions built on the Plone Open Source CMS and anything related. Assisting with troubleshooting, problem-solving, disaster recovery and software bugs. Faults can be logged by phone, via our PretaGov issue tracking system or X 7 response for priority one upgrade support option. Service levels - summary Hours of Coverage Standard Business Hours: 9am to 5 pm Support Channel : Web, and Phone Initial Response Times Priority 1 Priority 2 Priority 3 Priority 4 1 business hour 4 business hours 7 business hours 4 business days PretaGov Australia Plone CMS Maintenance Service Under this service the CMS application will receive regular maintenance, check-ups, security software updates, regular analysis and an application site architecture that stays up to date. The maintenance contract for the PretaGov Australia servers allow Government Departments to share the cost of the following common services, which ensure optimal performance from the application level of the servers: Performance testing and tuning Database maintenance Verification of backups Cache tuning 4

5 Hosting, Support and Maintenance Pricing Table Delivering digital government in days not years Setup up fees may be charged, this is dependent on the requirements of the website or web application, for example data conversion, features, etc Fully Managed Cloud Hosting, Support and Maintenance for PretaGov Australia Support Plone Open Source CMS Support Level (no or system integration code) up to 5 authorised users of the PretaGov Helpdesk* PretaGov Maintenance (per year) Fully Managed Services Cloud Web Hosting price per year Highway Autobahn Autobahn plus Freeway Total SaaS cost per year $14,500 $19,900 $26,970 $34,520 Plone CMS training (half day remote or at PretaGov s Sydney CBD office) $900 $900 $900 $900 Plan features Data transfer per month 20 GB 50 GB 100 GB 200 GB Storage Total content size (i.e. size of pages, documents, images and files, catalog, themes and transaction history) 1 GB (equiv 5GB total 10 GB (equiv 50GB total 30 GB (equiv 150GB total 200GB (equiv 1TB total Total authorised content managers registered for helpdesk support Simultaneously logged in content managers Sub-site maintenance add-on per year $1,800 $1,800 $1,800 $1,800 PretaGov 24 x 7 priority one issues support add-on per year $6,500 $6,500 $6,500 $6,500 after hours call out fee (per hour) $280 $280 $280 $280 PretaGov Diazo theming tool support add-on per year $5,900 $5,900 $5,900 $5,900 Support & maintenance with code add-on development and/or integration coding development and/or integration coding development and/or integration coding development and/or integration coding 5

6 Service levels - summary Hours of Coverage Support Channel Initial Response Times Priority 1 Priority 2 Priority 3 Priority 4 Standard Business Hours: 9am to 5 pm Web and Phone 2 business hours 8 business hours 2 business days 4 business days Updates Priority 1 Priority 2 Priority 3 Priority 4 Daily until resolved. Every 2 days until resolved. Every 4 days until resolved. Weekly until resolved. 6