RFP Annex A Terms of Reference UNHCR HQ Data Centre Colocation Service

Transcription

1 RFP Annex A Terms of Reference UNHCR HQ Data Centre Colocation Service Version 1

2 Contents Project objectives... 1 Background... 1 Scope... 1 Timeframe and Cost... 4 Stakeholders, roles and responsibilities... 4 Project objectives The objective of this project is to provide a suitable data center service for the UNHCR computing requirement. Background Currently UNHCR has collocated seven 42U racks with servers, disk storage, and network on a dedicated room provided by external data center supplier. The servers are 40 HP blade servers installed on HP C7000 enclosures loaded with Optical Cisco FEX, and 12 standalone servers. The storage part is NetApp FAS and Violin Memory, connected with optical fiber to Cisco Nexus switches. The network consists of 6 Cisco routers (ASR1000, 2921 and 3945), 4 Cisco Nexus switches, 2 Cisco Catalyst switches, 3 CheckPoint firewalls, and 4 KEMP load balancers. The current external network connectivity is: - one Internet fiber line with Swisscom, - one Internet fiber line with SIG, - two dedicated lines with SIG (to MBT) - one dedicated lines with SIG (to CERN) - two dedicated lines with COLT (VSAT + ICC) Scope The scope of this project is the provision a dedicated private and secure room, electrical power (main and UPS), environmental control/protection (fire, flood, temperature, humidity etc.), security and access control. In addition, the service provider shall also provide remote hand to physically access the servers if needed. 1. Server Racks Requirements a. The Contractor shall provide space for seven 42U racks, 19-inch racks for data equipment and servers, and 23-inch racks for telecommunications equipment minimum 1

3 or 600mm wide and 900mm deep. As optional item, the supplier shall quote also 2 additional racks. b. The racks assigned to UNHCR should be located in a physically secure and private room, with individual lock. Access should be controlled, logged and visually monitored, and allowed only to personnel previously authorized by UNHCR. c. All racks shall be located in the same row, and physically connected to each other. If for any reason they need to be located in different rows, no less than three racks should be located on the same row next to each other. d. In case where racks are located in different rows, the Contractor shall provide capacity for inter-rack cabling both UTP and Optical. e. All racks shall have lockable perforated doors at the back and the front. f. All racks shall be easily accessible from both the front and the back. g. Partition shelves should be available if required. h. Power & data cabling should be in separate tray or trunk. 2. Power Supply Requirements a. Dual power feed is required for each rack. b. Each power feed should not come from the same phase c. Each power feed should be fed from an independent breaker d. All power feed must be protected from brownout, spike & surge by Uninterrupted Power Supply, with capacity to supply stable power up to 30 minutes after power failure. e. The Data Centre power should be backed up by a Power Generator, which should be in service within 30 minutes of any power failure. f. Power Generator should have fuel supply for at least 7-day continuous operation. g. A low-impedance electrical ground is required to be available within all racks 3. Environmental Control/Protection a. The Data Centre facility shall be protected by gas based fire suppression system with pre-active dry pipe water fire suppression system. b. Fire detection system shall be in place. E.g. smoke and/or heat detector. c. Water leakage detection system shall be in place to detect possible water damage due to leakage or flooding. d. Temperature, humidity and static control shall be in place. Temperature should be kept between 18 and 20 degree Celsius. Humidity shall be between 40% and 60% to avoid static electricity. Anti-static flooring should be used to prevent excess static build up. e. Remote environmental alarms should be available to UNHCR using SNMP or SMTP. f. Air Conditioning system should provide 24x7 cooling and humidity control with redundancy in case of break down. g. There should be no windows with direct access to the data center. 4. Security and Access Control a. 24-hour Security monitoring shall be in place. CCTV monitoring and recording on common access area and entrances should be provided. All access doors in and out of the area shall have a security lock with access control system to record and control access. b. All entries and access points to the Data Centre shall be logged and can be reviewed by UNHCR. c. All equipment delivery and removal from the Data Centre shall be recorded. Removal of equipment shall be permitted only by named individuals that have been previously authorized by UNHCR in writing. d. Data Centre shall provide Access Control only allowing authorized person to access secured areas. 5. Network and Communication Facilities a. Shareable, optional, 1Gb/s Internet access shall be provided by the facility. Optional temporary expandable bandwidth for International access is desirable. b. The Contractor shall be able to provide a meet-me room (MMR) within the colocation center where telecommunications companies can physically connect to one another and 2

4 exchange data without incurring local loop fees to connect data circuits, Internet protocol traffic, voice circuits, or Internet Exchange point IXP for peering (desirable). c. Network performance reports/tools shall be available for monitoring the shared network. An example of available reports should be included with the vendor response. d. Multiple entry point of fiber optic cables to provide redundancy so that communications can continue if one bundle of cables is physically damaged. e. Provide (or sub-contract) optical fiber connectivity between UNHCR 94 Rue de Montbrillant, 1202 Geneva and the Supplier co-location center. 6. Miscellaneous a. The facility shall provide on-site remote hands and eyes for physical access to the UNHCR equipment, such as Power cycle equipment, remove/insert CD or other media, report on status of equipment (warning lights & status light), report on physical state of equipment etc. b. The Contractor shall have proven process and procedure for tracking issues and requests from UNHCR. c. Location of the Data Centre facility should be easily accessible by public transports. d. The Contractor shall be subject to UNHCR Security Audit as and when required by UNHCR or a UNHCR appointed external auditor. 7. Service Levels Agreement a. The Contractor shall guarantee the following service levels in addition to the above Technical Requirements: Data Centre uptime of 99.98% per year. A service is deemed to have failed if any of the following conditions is not met: b. Power: Nominal Out Voltage 230V with less than 5% distortion at full load. Frequency for 50 Hz nominal +/- 3Hz c. Cooling and humidity control: Temperature should be kept within 18 to 20 degrees Celsius. Humidity shall be between 40% and 60%. d. A penalty of at least one month service charge will be imposed if 99.98% uptime is not met. e. 24x7 round the clock on-site support and monitoring is required. f. For any security breaches like break-in to data center, racks, or un-authorized access to UNHCR equipment etc, the customer should be notified within 15 minutes according to the escalation list provided by UNHCR. The Contractor should clarify what insurance policies are in place. g. Incident reports for all incidents shall be available within 48 hour from the report of incident. h. All scheduled maintenance periods that have the potential to disrupt UNHCR services shall be notified at least 10 days in advance, and for major service interruption at least 4 weeks prior notice is needed. 8. Relocation Services: The Contractor shall provide a robust solution including: a. Physical transportation of the existing UNHCR s infrastructure to the new data center. b. Re-racking of all UNHCR s infrastructure to new racks, and if necessary the transportation of UNHCR s existing racks. c. Relocation of all the current external links to the new colocation data center. d. Relocation of UNHCR s multi-home BGP-4 Internet network Re-cabling of UNHCR s infrastructure, including both the UTP copper and the optical fibers. e. Re-rack and re-cabling of UNHCR optical network SAN. f. Detail information on relocation requirement will be given during the site survey with the shortlisted vendors. g. The Contractor is encouraged to include in the offer any other optional measures in order to mitigate the risk of data loss during the relocation. 9. Project management and technical support a. The supplier shall produce a detailed project design, and assign a project manager. 3

5 b. The supplier shall provide an on-site technical personnel delivered by authorized NetApp, Cisco, and HP assistance support. They will shut-down the respective equipment on the current datacenter, and start the equipment on the new datacenter. Timeframe and Cost a. The turnkey solution shall be completed within two month from the contract signature. Shorter time frame will contribute to higher technical evaluation points. b. The disruption time during the cutover shall be no longer than 24 hours. c. The supplier shall cover the cost and provide the migration of all network links, including external links (telecom operators) and internal links (Optical cabling and UTP cabling). Stakeholders, roles and responsibilities 1. The minimal contract duration in the commercial proposal will be for a total of 5 years, with an initial contract of 3 years, and subsequent 1+1 year extension, starting from the date of installation. The Contractor should also specify the costs for additional 5 years contract extension, and should clarify if there are any penalties for early termination. 2. The project shall be completed in 60 calendar days. 3. The installation and all services must be returned to an operational state within 24 hours during a pre-agreed Saturday. 4. All of the administrative and logistics support involved with the installation and maintenance will be the responsibility of the service provider. 5. In the project management section, the vendor should include time-lines and schedules for the preparation and the installation the service. 6. All technical documentation, illustrations, drawings, and schematics must be included in the Technical section and will be in English either.doc or.pdf format. 7. The vendor will provide the complete technical support to UNHCR staff during the migration. 8. The vendor shall specify the proposed SLA and the thresholds to be reached before such breach constitutes the basis for service credits or termination of contract. 9. UNHCR will provide technical expertise and quality management services to ensure the overall standard of the installation meets expectations and where possible the timely completion of the project. 10. A technical site survey shall be planned with the vendors that are going to bid. 11. All resources and all materials shall be provided by the Contractor. 12. The UNHCR will be responsible for final acceptance. 4