Service Description FUJITSU Cloud IaaS Trusted Public S5

Transcription

1 Service Description FUJITSU Cloud IaaS Trusted Public S5 LIST OF CONTENT 1 Introduction 3 2 Service Scope Technology System Template / Network Environment Server elements Operating Systems and Middleware Software Storage Elements Service Interconnection Points Technical Interconnection Point Process Interconnection Points 11 3 Service Management Service Fault Management Event Management Incident Management Service Modification Service Support Problem Management Availability & Capacity Management Physical Security Antivirus Management (Virus protection) Security Measures Patch Management Licensing Licensing of operating systems Licensing of application software Service Times Service Performance (SLA) Service Reporting 23 4 Period of use Charging Types Usage Period Considerations 25 5 Service Termination 26 copyright Fujitsu Technology Solutions GmbH 2015 Page 1 of 32

2 5.1 Data deletion 26 6 Further development of the service portfolio 27 7 Annex Release notes Fujitsu Cloud IaaS Trusted Public S5: Membership Rules Cloud API Conditions and Cooperation Obligations Hours of Coverage (working days) List of abbreviations 31 List of Figures Figure 1: Overview IT Architectural Stack... 3 Figure 2: Fujitsu Cloud IaaS Trusted Public S5 Overview... 4 Figure 3: Network Layer Types... 4 Figure 4: Virtual Server Types... 6 Figure 5: Server Disk Capacity... 6 Figure 6: Middleware Services... 7 Figure 7: Internet Connection... 8 Figure 8: VPN Service Connection... 9 Figure 9: IPsec connection between on-premises environment and Fujitsu Cloud IaaS Trusted Public S Figure 10: IPsec connection between two Fujitsu Cloud IaaS Trusted Public S5 regions Figure 11: Fujitsu Cloud IaaS Trusted Public S5 Registration Site Figure 12: Service Desk Contact Details Figure 13: Information for creating an incident Figure 14: Incident prioritization Figure 15: Incident priority level and Fujitsu s response Figure 16: Security Measures Figure 17: User ID Structure Figure 18: Login Methods and Available Functions Figure 19: Password uses and restrictions Figure 20: Total Management Operations Figure 21: System Management Operations Figure 22: Service Times Figure 23: Service Level Figure 24: Charging Types Figure 25: Example for typical charging Figure 26: Hours of Coverage Confidentiality notice The information in this document and its attachments is the property of Fujitsu Technology Solutions GmbH. With the handover of this document Fujitsu requires the consent of the recipient, that the document will be kept confidential, shall not be copied or used in whole or in part for any purpose other than in the qualification of Fujitsu Technology Solutions with respect to the provision of the services described or disclosed to third parties. This also applies for possibly subsequent phases of the offer presentation, negotiation and results. If an offer is not accepted, all drafts, studies, specimens and samples have to be returned at the request of Fujitsu Technology Solutions GmbH. In all the following brand names, trade names and other proprietary intellectual property in the course of all rights must be respected in particular copyright. Copyright 2013 Fujitsu Technology Solutions GmbH; Fujitsu and the Fujitsu-Logo are brands or registered trademarks of Fujitsu Limited in Japan and other countries. Other company, product and service names may be trademarks or registered trademarks of their respective owners. Changes to technical data reserved, Delivery subject to availability. No liability or warranty assumed for completeness, validity and accuracy of the specified data and illustrations. Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes can violate the rights of the owners. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 2 / 32

3 1 Introduction This document describes the scope, the pre-requisites, the boundaries as well as the mutual obligations of Fujitsu and the customer for delivering the FUJISU Cloud IaaS Trusted Public S5 services. The FUJISU Cloud IaaS Trusted Public S5 services are part of Fujitsu s overall Managed Infrastructure Services offering portfolio and are imbedded in the generic IT Architecture technical layer model as shown below. Figure 1: Overview IT Architectural Stack The FUJITSU Cloud IaaS Trusted Public S5 services can be purchased as a standalone service or in combination with other services. Fujitsu recommends purchasing a reasonable combination of service modules with the focus on reducing the number of (communication) interfaces between the layers and service providers. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 3 / 32

4 2 Service Scope Fujitsu Cloud IaaS Trusted Public S5 delivers flexible virtual data center environments which customers can configure, deploy and scale quickly on demand. The globally standardized IT resources and functionalities are accessed via secure Internet connections. Fujitsu Cloud IaaS Trusted Public S5 has combined the scalability of public platforms and the security and customization of private networks to give customers the best of both worlds. Customers benefit from locally available highly secure cloud infrastructure with globally unified handling. Customers and partners can book cloud services according to their individual needs without having to invest time and money in setting up and maintaining their own on premise infrastructures. All as a Service offers include operational services, standardized SLAs and prices, transparent usage-based billing model, automated processes for provisioning and configuration via a self-service web portal. Figure 2: Fujitsu Cloud IaaS Trusted Public S5 Overview 2.1 Technology System Template / Network Environment Virtual Data Center environments are set-up by the selection of system templates. System templates include segment (tier) definitions and are the basis of all further infrastructure configurations. The system templates are the basic prerequisite for any further configuration of Global Cloud pool resources. The following table shows the three preconfigured network templates: Figure 3: Network Layer Types Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 4 / 32

5 The Fujitsu Cloud IaaS Trusted Public S5 provides the option of dividing the customer s virtual infrastructure into various sub-networks. The respective networks can then be linked via virtual firewall. The Resource Administrator defines the ports and services which are to be activated in the separated sub-networks. A configuration of maximum three sub-networks is allowed where one is always the DMZ (de-militarized zone) connected to the Internet. Connections from the Internet to the DMZ and vice versa are implemented via NAT (Network Address Translation) for security reasons. A customer can configure several system templates which can be connected via the intranet by the use of firewall configuration rules Tier Internet <-> DMZ The servers which are to provide services in the Internet (e.g. company web site, or load balancer), or which are to call up services from the Internet (e.g. Windows Server Update Services - WSUS) are usually positioned in the DMZ. The virtual firewall regulates the respective accesses from Internet -> DMZ and from DMZ -> Internet. A virtual environment can be configured with up to 10 official IP addresses. NATing is used to map the official IP addresses to the respective virtual servers or internal IP addresses Tier Internet <->DMZ <-> secure 1 The second virtual network (secure1) is the first sub-network that can only be reached internally. This is where servers are usually placed that are exclusively used for the internal company services or applications (e.g. application server, databases and file services) Tier Internet <->DMZ <-> secure1, DMZ<-> secure2, secure1 <-> secure2 The Fujitsu Cloud IaaS Trusted Public S5 offers another internal sub-network if customers or partners need the internal services or data to be separated from each other. Classic scenarios are test and development environments, strictly confidential data, and for the separation of different companies & departments Server elements Virtual Servers can be assigned to the different network layers selected. Different types of performance classes are available as Virtual Machines (VM s): Economy Standard Advanced High-performance Double-High-Performance Double High 15 VM Service Quad-High-Performance Quad High 30 VM Service Since CPU resource is statically assigned to each VM, VM usage does not affect other VM s performance. The VM s have a pre-installed operation system (OS). The available Operation Systems are outlined in chapter The OS is installed on the system disk, and the used disk space differs based on the type of OS. The content of the system disk is erased when the VM is deleted. Type CPU Performance index *1 Number of virtual CPU *2 Memory (GB) Economy Standard Advanced High-performance Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 5 / 32

6 Double-High Double-High* Quad-High Quad-High* * 1 Appropriately Xeon 1.0GHz (in 2007) per CPU Performance index 1. * 2 Number of virtual CPUs could be varied in future requirements. Since CPU resource is statically assigned to each VM, VM usage does not affect other VM s performance. * 3 This VM type cannot be applied with Red Hat Enterprise Linux 5.x(32bit), CentOS 5.x(32bit) and CentOS 6.x(32bit) due to non-assurance of sufficient memory. Figure 4: Virtual Server Types Disk Capacity of CentOS Capacity of RHEL Capacity of Windows Server 2008 / 2012 System Disk 10 GB 40 GB 180GB OS is installed to the system disk. The space requirement varies by OS. (The OS requires the above amount of disk space.) System disk will be deleted when VM is deleted. An additional disk is available for customer s data. Figure 5: Server Disk Capacity Resource Administrators can change the machine types of VMs in deployed systems. When changing the machine type of a VM, it is necessary to stop it first. Scale-up/down is only applied to the change of machine type. CPU performance and memory size cannot be change individually. Since the physical infrastructure used for this service provides redundancy, an automatic failover to another virtual system occurs when a physical device fails thus minimizing the downtime of the system. When this occurs the data that was being processed in the memory of the Virtual Machine may be impacted. Redundancy using mirroring of storage chassis Redundancy via chassis-internal mirroring Redundancy of network devices and LAN cabling Operating Systems and Middleware Software Operating Systems and Middleware software such as databases are part of the system templates. New sets of templates are continuously added by Fujitsu. Currently the following templates are available: Microsoft Windows Server: o 2012 Standard Edition 64-Bit o 2008R2 Standard Edition, 64-Bit, SP2 o 2008R2 Enterprise Edition, 64-Bit, SP2 Windows Server (32-Bit, English): Internet Information Server 6.0 und 7.5 (Englisch) CentOS CentOS Bit (English) CentOS Bit (English) CentOS Bit (English) CentOS Bit (English) Red Hat Linux Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 6 / 32

7 Red Hat Linux RHEL Bit, full support (English) Red Hat Linux RHEL Bit, minimum support (English) Red Hat Linux RHEL Bit, full support (English) Red Hat Linux RHEL Bit, minimum support (English) Middleware Services The following table gives the outline of the Middleware Service. Middleware Option SQL Server Standard Edition OSS Web Platform (PHP/PostgreSQL) OSS Web Platform (PHP/MySQL) OSS Web Platform (Tomcat/PostgreSQL) OSS Web Platform (Tomcat/MySQL) OSS Web Platform (Ruby/PostgreSQL) OSS Development Support Tools OSS Web Platform (Ruby/MySQL) Figure 6: Middleware Services Unit 1 License 1 License 1 License 1 License 1 License 1 License 1 License 1 License VMs with middleware are provided in dedicated System Templates for the specific OS. System Templates provide complete installation kits that simplify the installation process. Regarding licenses, users are charged a monthly fee if a middleware option is used even once. Please be aware that if a VM to which the middleware environment service was applied is deleted, then a new VM is created and the middleware environment service is applied to it, charges for two sets of middleware licenses will be incurred Storage Elements Attachment of Disks to Servers When users create a new system or modify the configuration of an existing system, they can add/delete additional disks. When users add additional disks, they can specify a disk capacity in the range of 10GB and 10TB (=10000GB). The default value is 100GB and up to 14 disks can be attached to each server. The disk capacity cannot be changed after an additional disk has been created. When creating additional disks, labels can be specified, but they must be unique within a single system. It is possible to change the names of disks after they have been created. Moreover, additional disks do not have partitions or file systems configured when they are created. Therefore, during or after creation of additional disks, it is necessary to attach them to VMs, and perform creation of partitions or file systems (format) on the OS of the VM. When deleting additional disks, it is necessary that the VM they are attached to is stopped or that they are not attached to (mounted on) any VM. It is also necessary to delete all backups of additional disks that have been created using the additional disk backup/restore function. When additional disks are deleted, the contents of the additional disk are erased and it is impossible to recover them. Users can attach (mount) and detach (unmount) created additional disks on VMs. However, VMs must be stopped before additional disks are attached or detached. Users can detach additional disks from VMs and attach them to other VMs in the same system Disk Stand-by Area The Disk Stand-by-area is the reserved area for unconnected disks. In this area all detached disks are located and due to the attach/detach mechanism the user can easily move data from one server to another (Re-attach to another VM) Backup and Restore The Fujitsu Global Platform allows performing backup and restoration of system disks and additional disks of VMs. Since this function copies entire disks (full backup), it is not possible to perform backup/restoration of individual files or directories, or perform differential or incremental backup/restoration. Backup/restore of system disk System disks of VMs can be backed up and restored. However, when performing backup and restoration, it is necessary to stop the VMs on which they are mounted. Multiple generations of backups can be collected and managed as a list. When performing restoration, do so by selecting the backup to restore from the list. When backups of system disks are restored, restoration is done to the system disk of the VM the backup was taken from. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 7 / 32

8 Backup/restoration of additional disks Additional disks of VMs can be backed up and restored. However, it is necessary to stop the VMs that additional disks which are the target of backup/restore are attached to, or detach additional disks from their VM. Multiple generations of backups (there is no limit on the number) can be collected and managed as a list. When performing restoration, do so by selecting the backup to restore from the list. When backups of additional disks are restored, restoration is done to the additional disk of the VM the backup was taken from Customer Specific Templates Once an appropriate configuration has been designed, you can store this as a template in order to use this as a blueprint for future configurations. The template includes: Network Tiers Servers Storage Disks Firewall Load Balancer 2.2 Service Interconnection Points All service operation activities are delivered remotely out the data center of Fujitsu. Per se the FUJITSU Cloud IaaS Trusted Public S5 services interact and communicate with the adjacent technical layer only. The following service interconnection (delivery) points are defined Technical Interconnection Point Network Services Based on the operational requirements of the customer the Fujitsu Cloud IaaS Trusted Public S5 can be used via an Internet connection or with a VPN-connection Internet Connection Services Figure 7: Internet Connection The Internet Connection Service provides the access to Fujitsu Cloud IaaS Trusted Public S5. It provides the SSL-VPN connection via the Internet to the Global Cloud s virtual system. The Internet Connection Service provides an environment for connecting to the Internet using global IP addresses for which the Customer has created correspondences with private IP addresses. At least one global IP address is required to use the Internet Connection Service. The Translation of global IP address into private IP address is done by the configuration of the firewall Optional VPN Connection Services Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 8 / 32

9 Figure 8: VPN Service Connection The VPN Connection Service provides a connection between Fujitsu Cloud IaaS Trusted Public S5 and the customer side. Via this connection the customer can have access from his local network to the virtual platform in the Global Cloud to his Virtual System as if it is located in his local network. This service has to be ordered separately and cannot be configured via the Web Portal due to the fact that configuration tasks are necessary on both sides, at the customer and at Fujitsu as well IPsec VPN Gateway Connection Service The IPsec VPN gateway facility with the Static Route function provides a facility for IPsec VPN connectivity of other Trusted Public S5 Regions vsys, or other Customer on premise networks (with suitable compatible network devices) over an Internet VPN tunnel connection to all tiers of a vsys. This service can be ordered and configured via the self-service portal and requires at least one global IP address. Up to 10 IPsec network connections to other customer networks can be supported per vsys. The Charges for this aspect of the Service are based on the hours of operation of the IPsec VPN gateway service and on the amount of data transmitted via the Internet Connection Service. There are two connection alternatives available: Connection between on-premises environment and Fujitsu Cloud IaaS Trusted Public S5 Figure 9: IPsec connection between on-premises environment and Fujitsu Cloud IaaS Trusted Public S5 Connection between two Fujitsu Cloud IaaS Trusted Public S5 regions Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 9 / 32

10 Restriction for IPsec VPN Service: Figure 10: IPsec connection between two Fujitsu Cloud IaaS Trusted Public S5 regions All packets whose destination network is configured in IPsec VPN gateway are transferred through the IPsec VPN gateway and each virtual IPsec VPN gateway can connect to a maximum up to 10 opposite gateway. The following VPN gateway devices have been confirmed to be operable: Cisco 892J(IOS:12.4 or later) Cisco 1812J(IOS:12.4 or later) Cisco ISR 2811(IOS:12.4 or later) Cisco ISR 3811(IOS:12.4 or later) IPCOM EX2300 IN(E20L21 or later) Si-R220C(V35 or later) Si-R G200(V1 or later) Si-R220C(up to V34) * 1 Si-R220B * 1 Si-R80Brin * 1 * 1 : Note that when a NAT device is configured between VPN gateways, IPsec VPN connection will NOT work Server Load-balancing Service By adding a Load Balancer to the systems, users can balance the requests being processed by VMs. The Load Balancing Service balances accesses to a single representative private IP address within a virtual system among multiple Virtual Machines that have been registered as a load balancing group. A Normal and Turbo SLB options are available providing from 30 or 2000 transactions per second. The Load Balancing Service balances accesses to a single IP address within a virtual system across multiple Virtual Machines that have been registered as a load balancing group. By using SLB for multiple VMs it is possible to keep services operating when failover occurs on a specific VM. When multiple VMs are operated together using load balancing there is no need to stop the entire service during maintenance. Each VM in a group for which load balancing is being performed can be switched to maintenance mode (excluded from the group) and released from maintenance (included in the group).users can set following basic items to each load balance group: Group ID Protocol Port Distribution setting Consistency preservation Service monitoring method Users can also set the following detailed items: Max. connection Time for preservation Customize service monitoring Interval Time out Retry Attitude after recovery Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 10 / 32

11 Firewall Service Each system has at least one firewall, and users can control communication with the outside as well as between segments. The Firewall Services include the following functionalities: Firewall rule setting - Users can set access control rules. Direction Filtering User can determine inbound and outbound traffic DNS settings - Users can set IP address/port translation settings for communication with the Internet. Session log display - Users can refer to the log files that correspond with firewall rules. NAT (Network Address Translation) Users can set IP address/port translation settings for communication with the Internet Process Interconnection Points Are describing how the customer/partner can communicate with the FUJTSU Cloud IaaS Trusted Public S5 operational team Access to the Fujitsu Cloud IaaS Trusted Public S5 To get access to the Fujitsu Cloud IaaS Trusted Public S5 please use the following link: Figure 11: Fujitsu Cloud IaaS Trusted Public S5 Registration Site The Requirements for access to the Web Portal are Resolution : 1280 x 1024 or better (recommended), 1024 x 768 (min.) OS: Windows XP SP3 (32bit), Windows Vista SP2 (32bit), Windows 7 (32bit/64bit) Browser: Microsoft Internet Explorer 7, 8, 9 or 10 (IE Protected Mode disabled), Mozilla Firefox v20 or greater (manual certificate). Flash Player : Adobe Flash Player 10 Java Runtime Engine (JRE) version 6 Update 24 or later, v7 CPU, Memory, Hard Drive Disk No restrictions Internet and/or Fujitsu Intranet Connection Access to the platform Web Portal The platform web portal is accessed from: Customers click on the button Sign up and they will be guided through the onboarding process to subscribe to contract. The Subscriber is the Administrator user of the customer and primary contact to Fujitsu. The Administrator can create several Resource Administrators and can assign individual rights and responsibilities. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 11 / 32

12 Through the Web Portal the Customer (hereinafter referred to as "Resource Administrator") may nominate persons entitled to use the respective Cloud Services. The User name and password of the Administrator, each Authorized Orderer (Resource Administrator) and each User shall be determined according to the Fujitsu rules and web portal rules set forth in the Web Portal conditions of use. The Administrator shall only disclose all User names and passwords to the relevant authorized party/parties. Otherwise they must be kept secret without any limit as to time. The Customer shall also impose a duty of secrecy on the Authorized Orderers and Users. The Web Portal Terms and Conditions are outlined in the Annex Service Desk The service desk is operated on the principle of a single point of contact (SPOC) and is the initial point of contact for the customer/partner to Fujitsu. This is where the customer/partner can report incidents or service requests referred to below as calls. The service desk is responsible for the calls and monitors them throughout the entire process chain until the final solution has been found and they are closed. The customer is informed about the solution/closure. Service times: Service level: Available languages: 24x7x365 80% of calls are accepted within 30 seconds English Call acceptance Accessible via Telephone Austria: Germany: Belgium: Netherlands: Luxemburg: Portugal: Spain Finland Schweiz Italien Russia cloud_gsd@ts.fujitsu.com Figure 12: Service Desk Contact Details Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 12 / 32

13 3 Service Management Fujitsu monitors and operates the data center systems 365 days a year, 24 hours a day (7x24h). Functioning business processes essentially depend on the implementation and continual improvement of the accompanying processes. Fujitsu is certified in accordance with the following guidelines: ISO 9001 (Quality Management) ISO (IT Service Management) ISO (IT Security) ISO (Environmental Protection) In addition, Fujitsu has implemented the Technical & Organizational measures pursuant to 9 of the German Data Protection Act (Bundesdatenschutzgesetz) which is the most acrid in Europe. Fujitsu operates and administers the server and storage systems and associated infrastructure components, e.g. network, within the agreed scope. The following activities, among others, are carried out as part of administration: Establishment and maintenance of operational readiness Release and patch management for server operating systems and storage systems Monitoring and documentation of versions Implementation of updates and patches for infrastructure components 3.1 Service Fault Management In the event of an incident Fujitsu will eliminate the impairment for the customer/partner as quickly as possible in order to ensure the agreed service. If necessary, the cooperation of the customer/partners may be required here. The implemented solutions steps are documented and once the incident has been eliminated, the customer/partner is informed and the ticket closed Event Management Continual monitoring of system status by the Fujitsu enables early detection of critical states in Global Cloud systems. Within this framework, Fujitsu performs the following monitoring services, among others: Continual, central monitoring of hardware functionality Continual surveillance of hard disk load, processor and memory load Live monitoring of physical systems, storage systems and network components Collection of system auto calls and stepped response (incident management) Monitoring is carried out round the clock, seven days a week, and includes all infrastructure-relevant components. The virtualization layer is included in the monitoring. In the event of it being impossible to rectify deviations from normal status proactively, thereby producing an error condition, responses will be initiated within the context of the service level agreement and actions will be taken to sustainably eliminate the problem Incident Management Incident Management for FUJITSU Cloud IaaS Trusted Public S5 is focused on ensuring the promised to minimize the service disruption to customer/partner and potential impact to his business. If necessary, the cooperation of customer is may be required. All steps of the implemented resolution are documented and once the incident has been closed the customer is informed where appropriate. Incidents are managed as follows: Incident identification An incident can be created by the authorized user only or is detected by event management tools. The following information is necessary to create an incident: Communication Channel Web interface Telephone Parameter Fill in the fields of the web interface form Customer-ID / Contract-ID (details will be defined in the communication matrix) Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 13 / 32

14 Communication Channel Parameter A short description of the incident Incident impact and urgency (see below) A contact person and phone number Figure 13: Information for creating an incident When an incident is created the customer receives an incident-id. In order to get the current status or to escalate an incident, the incident-id has to be provided to the Service Desk regardless of which communication channel is used. Event Management (Monitoring) tool raises an incident. As described in chapter above, some events lead to incident creation. In this case the necessary data is provided by system and/or process. Incident prioritization The priority of an incident is determined by its urgency and its impact to the customer business. It is defined as shown below: Impact Sever Business disruption. Major Business disruption. Minor Business disruption. Minor Business disruption. Enquiry: Urgency Impact with affect for the whole customer environment or a dedicated user group, which results in complete disruption of the business processes and for which there are no contingency measures Impact with affect for a dedicated user group, which causes serious disruptions to the business processes but for which contingency measures are available Loss or partial loss of non-critical functionality. The problem impairs some operations but allows the customer to continue normal business operations. Request for advice without any disruption A single user or user group requires assistance but with no direct impact on business. For example, a request for information. Also used for change requests Immediate reaction required Event/Problem underway and it cannot be prevented AND immediate action could resolve the issue Critical (Priority 1) High (Priority 2) Medium (Priority 3) Medium (Priority 3) Very low (Priority 5) Prompt reaction required Event/work order scheduled to occur but enough time remains to respond without impact High (Priority 2) High (Priority 2) Medium (Priority 3) Low (Priority 4) Very low (Priority 5) Quick reaction required Event/work order can be postponed or is far enough away in time to allow response without loss of productivity Medium (Priority 3) Medium (Priority 3) Low (Priority 4) Low (Priority 4) Very low (Priority 5) Timely reaction required No scheduled completion time is required and normal work can continue until responding Low (Priority 4) Low (Priority 4) Low (Priority 4) Low (Priority 4) Very low (Priority 5) Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 14 / 32

15 Impact Sever Business disruption. Major Business disruption. Minor Business disruption. Minor Business disruption. Enquiry: Urgency Impact with affect for the whole customer environment or a dedicated user group, which results in complete disruption of the business processes and for which there are no contingency measures Impact with affect for a dedicated user group, which causes serious disruptions to the business processes but for which contingency measures are available Loss or partial loss of non-critical functionality. The problem impairs some operations but allows the customer to continue normal business operations. Request for advice without any disruption A single user or user group requires assistance but with no direct impact on business. For example, a request for information. Also used for change requests Timely reaction required Scheduled arrangement for support Very low (Priority 5) Very low Very low (Priority 5) (Priority 5) Figure 14: Incident prioritization Very low (Priority 5) Very low (Priority 5) The priority level defines how Fujitsu will response: Incident Priority CRITICAL (Priority 1): HIGH (Priority 2) MEDIUM (Priority 3): LOW (Priority 4): VERY LOW (Priority 5) Response Critical priority means an immediate and sustained effort is undertaken using all commercially reasonable resources until the incident is resolved. High priority means technicians respond immediately, analyze the situation and may interrupt other staff working on low or medium priority jobs for assistance. Medium priority means technicians respond using standard procedures and operate within normal guidelines. Low Priority means technicians respond using standard operating procedures and as time allows. Very low Priority means technicians respond using standard or non-standard operating procedures and as time allows. Figure 15: Incident priority level and Fujitsu s response Incident investigation and diagnosis Incident investigation and diagnosis focuses on fast possible fault determination. The investigation and diagnosis of an incident is performed according to its priority by Fujitsu s operational staff within the Incident Management process supported by the CMS and internal and external knowledge base systems. Incident resolution and recovery The defined resolution focuses on actions to recover the affected FUJITSU Cloud IaaS Trusted Public S5 infrastructure as quickly as possible. This may lead to the implementation of temporary workarounds. 3.2 Service Modification Services can be extended or changed using the predefined infrastructure elements in the Fujitsu Web Portal. Possible extensions are the upgrading of server parameters (e.g. number of CPUs and main memory) by changing the server category. Fujitsu is entitled to change, adapt or expand the services at any time at its own discretion, providing the modified services are comparable and of at least equivalent quality. In particular, such changes may be made in connection with reconfiguring of the service portfolio. Fujitsu will provide adequate notice of such changes in writing, by electronic means (e.g. by ) or in some other suitable form. If the customer does not object to the modified services within four weeks of receipt of the notice of variation, the changes will be deemed legitimately agreed as advised. If the customer does object within the specified period, then both Fujitsu and the customer are entitled to terminate the service in question immediately at the nearest possible date. Fujitsu will refer to this in the notice of variation. In the event of the modifications being essential for Fujitsu on binding legal grounds, the customer will be informed of this fact but the notice period and the customer's right of objection shall lapse in this case as shall any claims for damages by the customer on this basis. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 15 / 32

16 Changes and extensions can result in a brief period of no system availability or in a system restart. This planned downtime is excluded from the availability calculation and is carried out in agreement with the customer or partner, primarily during the defined maintenance slots. 3.3 Service Support Problem Management The primary objective of Problem Management is to prevent incidents from re-occurring and to minimize the impact of incidents that cannot be prevented. Problems are managed reactively and proactively as follows: Problem identification (detection and recording) Problems can be created by: o Service Desk directly o Incident Management (see section 3.1.2) o Supplier and/or manufacturer (e.g. Microsoft known errors) o Proactive Problem Management (Incident and event trend analysis, Health Check results) Problem prioritization (categorization and classification) Problem prioritization follows the same rules as incident prioritization (see table Incident prioritization in chapter 3.1.2). Problem investigation and diagnosis Root cause analysis is performed by operational staff using internal and external available knowledge base systems and suppliers/manufacturers as necessary. Problem resolution When the problem resolution is defined, implementation of the solution will be managed within the Fujitsu internal Change Management process. The implementation the proposed resolution may result in the deployment of a patch in the cloud management infrastructure. In the case of downtime a preannounced maintenance window will be used Availability & Capacity Management Availability Management Availability Management is focused on safeguarding the availability of the FUJITSU Cloud IaaS Trusted Public S5 infrastructure and availability improvement if necessary. Proactive measures related to redundancy of server, storage and network components as well as connection via two network carriers have already been performed and implemented by Fujitsu during the design phase of the FUJITSU Cloud IaaS Trusted Public S5 infrastructure. The reactive activities are performed by Event Management (see section 3.1.1) Capacity Management Within the Capacity Management process Fujitsu ensures the FUJITSU Cloud IaaS Trusted Public S5 infrastructure has the appropriate resources to perform the agreed service thresholds and provision SLAs. Capacity Management involves monitoring and reporting against the requirements and service threshold and contains amongst others: Capacity and monitoring and management, to enable proactive management of current and predicted capacity requirements Provision of a standard process for managing capacity and ensuring a consistent approach Meet performance and capacity related SLA targets Avoid capacity related service problems Proactively predict future capacity demands and recommend changes to avoid bottlenecks Capacity management is related to the total FUJITSU Cloud IaaS Trusted Public S5 infrastructure and not to the single service offerings. This responsibility for e.g. virtual servers resides in the Operating System Layer above. Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 16 / 32

17 3.3.3 Physical Security The right location of the systems is the basis for the provision of the services described and for all reliable operations. For this purpose, Fujitsu uses a data center in Germany which meets the Tier 3+ criteria of the Uptime Institute and the TÜViT level 4 criteria. This data center has maximum security and ensures the availability of the technical infrastructure, such as air conditioning, power supply and network connection. This data center has numerous security certificates, qualifications and awards (selection): ISO IT Basic Protection cgmp (Good Manufacturing Practice) BS a KWG DIN ISO 9001:2000 These certifications include amongst others: Computer rooms in separate fire sections Data backup in separate data backup cells including fire extinguishing systems Manned and monitored operation, 7 days a week, 24 hours a day Redundant design of infrastructure components guarantee highest fail-safety Redundant power supply, which is safeguarded for an unlimited period of time by a UPS system and emergency generators Redundant WAN network connections linked via 2 carriers Redundant air conditioning with specific airflow and high energy efficiency Access-controlled data center rooms with individual admission systems Antivirus Management (Virus protection) Fujitsu performs a server-level antivirus measurement on the hypervisor level Security Measures This section explains the security technologies provided with the Fujitsu Cloud IaaS Trusted Public S5. The security technologies provided with this service are shown in the following table. Function Security Technology Overview Web Portal Authentication method Client certificate and PIN Certificate encryption technology Access control Tracking SHA-256bit/RSA 2048bit Role Based Access Control (RBAC) Authentication logs, access logs, operation logs Storage Encryption Equivalent to AES 128bit1 Data erasure Data on the disks is deleted by the zero write method Obtained Certification Information security ranking TÜV IT Level 4 ISO An "original encryption method" equivalent to AES 128bit is used Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 17 / 32

18 Function Security Technology Overview ISO ISO ISO/IEC Authentication and ID Management Figure 16: Security Measures The ID information used with this service is stored on the authentication server. Since the authentication server can only be referred to from the Web Portal or the API provided by this service, it is not possible to create virtual systems with coordinated authentication on this service. When coordinating authentication on virtual systems, it is necessary to either configure another authentication server on the virtual system, or to coordinate with the authentication system located within the customer environment ID Types There is only This service provides two types of user IDs; Administrator and resource controller. There is one administrator ID per contract, and it can be obtained when applying for this service. Multiple resource controller IDs can be registered. The structure of user IDs is shown in the following Table: ID Types Administrator ID Resource Controller ID Number of people Only one user per contract Multiple registration possible Acquisition Method Acquire when applying for this service Issued by the user with administrator ID rights Usable Functions All Depends on allocated role Figure 17: User ID Structure Functional Differences Based on Login Methods For login to the Web Portal, it is possible to login using an ID and password or by using a client certificate. Please note that in order to use the various functions of the service portal, it is necessary to use a client certificate when logging in. The functions that can be used for each login method are shown in the following table. Login Method Available Functions ID/Password Client Certificate Service Estimation Yes Yes User Management No Yes Display Charging No Yes Issue Client Certificates Yes Yes System Operations (Create new systems/modify configuration/return, Operation handling) No Figure 18: Login Methods and Available Functions Client certificates can be copied and imported to multiple client terminals. Since improper use of client certificates can enable access by unauthorized people and create security risks, please ensure that client certificates are stored in a secure location. The ID information used for login by client certificate is stored on the authentication server. The authentication server is located in the secret information management zone and can only be accessed from the API. A very limited number of people inside Fujitsu can refer to the information Password The usage and restrictions of the passwords etc. used for login are shown in the following Table. Yes Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 18 / 32

19 Type Restrictions Password Secret Key PIN Purpose Login before certificates are issued Import of certificates to PCs Login using certificates Number of Characters None Password Complexity None None None Number of Mistakes Before Locking 6 times No limits No limits Validity Period 90 days 3 years 3 years Access Control Figure 19: Password uses and restrictions In this service, it is possible to control various operations of the service portal and connection to each system based on roles. In audits related to internal control, there are checks regarding divisions of duties and allocation of special rights. In order to meet requirements regarding divisions of duties and allocation of special rights, it may be necessary to design systems with different administrators controlling allocation of minimal privileges and server administration. The operations that can be defined using roles are shown in following tables Operation User Management Access control Design a new virtual system Deploy a new virtual system Charging information (Overall) Overview Figure 20: Total Management Operations Privileges for operations related to user management: Registration/deletion of resource controllers, changing/resetting of passwords, and modification of registered information Privileges for operations related to role management: Addition/modification/deletion of roles and assignment of roles to users Privileges for operations related to system design (Predeployment) Privileges for deployment when creating a new system design Privileges to display all charging information of a contract Operation Add/delete resources Delete system Overview Privileges to add/delete VMs, built-in servers, and additional disks Privileges to delete systems Configure firewall/ Server Load Balancing Service (SLB) parameters Start virtual system Stop virtual system Backup disks Restore disks Privileges to configure built-in servers (Firewall, SLB) Privileges to start VMs and built-in servers Privileges to stop VMs and built-in servers Privileges to backup VM system disks and additional disks Privileges to restore VM system disks and additional disks Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 19 / 32

20 Delete backup disk SSL-VPN console connection Private Template Operations Time-series analysis Display event logs Display log files of firewall/slb Charging information (per system) Privileges to delete backups of VM system disks and additional disks Privileges to use SSL-VPN console connection function Privileges to create templates using the template creation function Privileges to display state of VMs or built-in servers Privileges to display event logs Figure 21: System Management Operations Privileges to display logs and statistical information of built-in servers (Firewall, SLB) Privileges to display charging information of each system Tracking Customer Operations All operations performed by the customer regardless of the defined role, are recorded and kept for five years to enable retrospective audits. The event logs output by customer systems are kept for one month Tracking Fujitsu Operations All operations performed by the Fujitsu staff are recorded and kept for five years to enable retrospective audits Encryption Storage All physical storage devices are encrypted using an original encryption method that is equivalent to AES 128 bit. VMs and individual files are not encrypted. So for systems or information regarding protection using encryption, customers must perform encryption themselves. Client Certificate Encryption Method The client certificates used when connecting to the service portal and customer systems use SHA-256 bit hash function and RSA 2048 bit encryption algorithm Patch Management Patch management is an important element in maintaining system security and system availability. A distinction is made between the following patch categories: Security Patches Correcting security gaps discovered by the manufacturer will be distributed across all servers as quickly as possible. Error elimination patches Error elimination patches are checked to see if they are relevant for server operation availability and, if necessary, are issued by Fujitsu taking any special requirements into account. Service packs for functional extensions Patches to improve and expand functionality. Fujitsu deploys system patches on a regular basis including network components and the hypervisor level. The patches are deployed up to the hypervisor level. In addition there are services from several software vendors available where customers can upgrade the guest machines on the OS level (e.g. Microsoft WSUS). Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 20 / 32

21 3.4 Licensing As part of the Fujitsu Global Cloud service offering Fujitsu provides the customer with a selection of operating systems, operating system versions and server software products Licensing of operating systems Microsoft If Microsoft products are used in an environment that is shared by several customers, Fujitsu provides Microsoft SPLA (Service Provider License Agreement) licenses, for Windows Server and SQL Server licenses. Each customer/partner is responsible for any unauthorized installation, use, copying, access or distribution of all Microsoft software products used. SPLA license terms and conditions are available through Fujitsu. In case of exporting a SPLA licensed Windows Server operating system to a customer datacenter, the customer is responsible for replacing the respective license keys with valid license keys owned by the customer. This process is required by both the Microsoft Service Provider Use Rights (SPUR) and the Microsoft Product Use Rights (PUR). For this procedure Microsoft provides a script called Slmgr.vbs which is integrated in each Windows operating system. CentOS CentOS is a community-supported, mainly free software operating system based on Red Hat Enterprise Linux (RHEL). It exists to provide a free enterprise class computing platform and strives to maintain 100% binary compatibility with its upstream distribution. CentOS stands for Community ENTerprise Operating System and there are no costs accrued for licensing CentOS. Red Hat Red Hat Enterprise Linux operating systems: The terms and conditions of the Red Hat Enterprise Linux for Cloud Provider apply Licensing of application software The licenses can be ordered from Fujitsu for Microsoft applications that are based on the operating system. If requested, Fujitsu can provide the appropriate licenses. Microsoft also allows its volume license customers to continue to use existing server application licenses through the "Microsoft License Mobility through Software Assurance" program. This applies for products that are listed in the customer's valid PUR (Product Use Rights). The following regulations apply for the use of the "Microsoft License Mobility through Software Assurance" program: IaaS Trusted Public S5 - MS License Mobili All customers are subject to a license verification process. Microsoft checks whether the customer has authorized licenses with active Software Assurance. Microsoft sends confirmation when this verification has been successfully completed. See the document "IaaS Trusted Public S5 - MS License Mobility Guide.pdf" for a detailed description of License Mobility through Software Assurance. Management and renewal of the appropriate licenses are the responsibility of the customer. 3.5 Service Times Service operation is the time, in which the availability of the Fujitsu Cloud IaaS Trusted Public S5 infrastructure is monitored and incidents are accepted, analyzed and eliminated in order to ensure the agreed service. Service requests, for example the backup of a snapshot, extensions of data disks, etc., are performed during the Attended Service Operation Time. Service Operating Time Category Service is up and running apart from agreed downtimes. Overview 365 x 24 x 7 Service Description: FUJITSU Cloud IaaS Trusted Public S5 Version 2.2 Page 21 / 32