Service Description. Swisscom Application Cloud Public

Transcription

1 Service Description

2 Table of contents 1 Service overview Definitions Service ccess Interface Point SIP Other service-specific definitions Time definitions Specification and options Definition of licenses Swisscom Marketplace loud Services Service provision and accountability Service level und service level reporting Service Level hanges Regular hanges Emergency System hanges Service Level Reporting illing and volume report illing Volume reports dditional arrangements Maintenance and Life ycle Management Doc ID: L_pplication_loud_Public_Sep2017-en 2/10

3 Delivery Model Modules 1 Service overview The provides a high-performance virtual IT Platform as a Service (PaaS) for operating various application technologies and providing standardised services like databases, message systems and others. The service model of a typical PaaS product: The service includes the following properties: Resources such as application runtime containers The service is flexible and scalable so that the reduction or expansion of Swisscom loud Foundry and Swisscom Marketplace loud Services is possible at any time. The infrastructure and platform are operated by Swisscom employees at Swisscom data centers in Switzerland. The following graphic shows the structure of the and its services. Swisscom loud Foundry (pplication Runtime Environment) Public Swisscom Marketplace loud Services This Service Description describes the standard service of. Doc ID: L_pplication_loud_Public_Sep2017-en 3/10

4 2 Definitions 2.1 Service ccess Interface Point SIP The Service ccess Interface Point (SIP) is the contractually agreed, geographical and/or logical point at which a service is handed over to the user of the service and monitored. The provided service level is documented at the moment of handover. The following schematic diagram demonstrates the services and service components of the Swisscom pplication loud Public Service: ustomer User Internet (Public) Swisscom SIP pplication loud Public Firewall Developer Portal Proxy Loadbalancer SIP Integrated Services Marketplace loud Services loud Foundry = ustomer = Swisscom service Swisscom provides the Service up to the boundary of the Swisscom data centre. t the SIP the operational status of the service is monitored and displayed at Doc ID: L_pplication_loud_Public_Sep2017-en 4/10

5 2.2 Other service-specific definitions The following service-specific terminology is used in this document Term aas uildpacks LI loud Management IaaS Organisation, org PaaS Public (Shared) Roles Space Swisscom loud Foundry Swisscom Marketplace loud Services User Explanation s a Service; managed service by Swisscom. uildpacks provide framework and runtime support for applications running on Swisscom loud Foundry. uildpacks typically examine user-provided artifacts to determine what dependencies to download and how to configure applications to communicate with bound services. ommand line interface and tool from loud Foundry to gain direct access to the control/management layer of the environment. Interfaces, which give access to functionality for management of Swisscom loud Foundry and Swisscom Marketplace loud Services (provisioning, decommissioning, scaling etc.) Infrastructure as a Service refers to consumable infrastructure elements like compute, storage and network on shared or non-shared hardware infrastructure. loud Foundry term. n org is a group of users from the management perspective. ll users in an org share the same resources in loud Foundry which are: spaces, Swisscom loud Foundry and Swisscom Marketplace loud Services. Platform as a Service refers to a cloud environment/platform for installation and operation of applications made available to users via a graphic user interface and/or programming interface (PI). Delivery model in which customers are separated on the application level/container level and specific of the database, shared on the container or database tenant level. Payment is settled by a credit card. Roles are particular permissions assigned to a user that are related to the organisation or space. Details can be found in the loud Foundry documentation1. loud Foundry term. Each application instance and each marketplace cloud service is assigned to a specific space. Each org consists of at least one space. space provides a group of users with access to a set of applications. Swisscom loud Foundry (pplication Runtime Environment) is a PaaS software that acts as a service layer on top of the IaaS. Fail safety, load balancing, staging of applications, health management and service binding/consummation are all integrated. The Swisscom Marketplace loud Services provides users of Swisscom pplication loud with self-service, on-demand provisioning of add-on services. Services can provide data persistence for applications as well as search, caching, messaging and more. In loud Foundry a user basically represents a consumer of the management/control interfaces of loud Foundry. Particular roles can be assigned on an org or space level. 2.3 Time definitions If not otherwise defined or agreed, the time used in this document is based on the Swiss time zone. 1 Org, Spaces and Role definition: Doc ID: L_pplication_loud_Public_Sep2017-en 5/10

6 3 Specification and options Parameter Runtime Shared loud Foundry Environment (PaaS) Swisscom loud Foundry Swisscom loud Foundry pplications Minimum 1 Instance Minimum Memory 64 M per pp Instances 1 Virtual PU per pp Instance ompute Units est Effort Security SSL (Secure Sockets Layer) Integration LN interconnect into private customer networks Identity Federation for authentication with customer identity providers Fault Reporting Developer Support: ommunity Support (forum) Official Documentation FQ log Incident Reporting: ontact Form Status Page current service status planned maintenance outage information subscribe to notification and Phone Support = Standard = not available 3.1 Definition of licenses The following license options are included in the scope of the service: License loud Foundry License Marketplace loud Services Description loud Foundry is an open source, multi cloud application platform as a service (PaaS) 2 Licenses, if relevant, are specified in the "ppendix - Swisscom Marketplace loud Services" 3.2 Swisscom Marketplace loud Services The Swisscom Marketplace loud Services are described in "ppendix - Swisscom Marketplace loud Services". 2 Source: Doc ID: L_pplication_loud_Public_Sep2017-en 6/10

7 4 Service provision and accountability Non-recurring services Responsibility (S= Swisscom/ = ustomer) S Provisioning 1. Provision of the infrastructure layer (IaaS) 2. Provision of the PaaS layer 3. Network connection in the network zone Operation termination 1. Reconfiguration, such as blocking portal access 2. Deletion of customer documentation and other operations-relevant data, such as log files etc. at Swisscom 3. Relief of Swisscom of all contractual obligations related to data management Recurring services Responsibility (S= Swisscom/ = ustomer) S Standard services 1. Operation and maintenance of the infrastructure at the data centres: Server room, uninterruptible power supply, air conditioning, etc. 2. vailability management: Guarantee of availability according to the agreed service levels of infrastructure components (see section 5.1). 3. apacity management: Monitoring of resources for infrastructure components. Exceeding the threshold value triggers an internal notification to Swisscom and initiation of the appropriate measures. 4. Incident and problem management: Troubleshooting to restore the service to the agreed Service Levels. 5. hange management: Developing and implementing all changes that are necessary for providing the agreed service for the infrastructure components by Swisscom. 6. Release management: Installation of software releases for infrastructural and platform components in compliance with the applicable rules in order to provide the stipulated service levels. 7. onnectivity: Operation of the necessary components for the link between the PaaS platform, services and the internet. 8. Documentation updates due to major release changes. 9. pplications: oding, debugging, testing and deployment and operation. Providing Software Licenses Responsibility (S= Swisscom/ = ustomer) S Provisioning of licenses 1. Management of third-party suppliers (licence agreements, maintenance agreements) for all of the required elements of the base services. Doc ID: L_pplication_loud_Public_Sep2017-en 7/10

8 5 Service level und service level reporting 5.1 Service Level The following service levels correlate in principle to the agreed support time. Definitions of terms (operation time, support time, availability, process, security and continuity) and the description of the measurement method and reporting are based on the other contract elements (e.g. SL Definitions ). The following service levels are provided for the variants (see section 3). If several service levels are available for each variant, the service level is selected in the service contract or in the customer portal. Service level & Target values Operation Time pplication loud Public Operation Time Mo-Su 00:00-24:00 Provider Maintenance Window Mo Fr 17:00-08:00 Sa-Su 00:00-24:00 Support Time Support Time Mo-Fr 08:00-17:00 Fault reporting Mo-Su 00:00-24:00 vailability Service vailability Process Swisscom Market Place loud Services est Effort Swisscom loud Foundry (pplication Runtime Environment) est Effort loud Management est Effort Incident Management Incident Intervention Time est Effort Incident Time to Resolve est Effort Service Requests Security IMD onfirmation Time est Effort IMD Fulfillment Time est Effort asic (ITSL) ontinuity IT Service ontinuity RTO est Effort; RPO est Effort = Standard Doc ID: L_pplication_loud_Public_Sep2017-en 8/10

9 5.1.1 hanges For pplication loud Public the following types of hanges are defined: Regular hanges hange Impact Description Schedule Major Impact Minor Impact Zero Impact Upgrade which might cause unavailability on all services, including workload, services, network and management traffic. Scheduled upgrade without any impact to availability of workload, but with potential disruption of management traffic (such as the admin console, the LI or PIs). Scheduled upgrade without any impact to availability of workload or management traffic. During PMW fter the change, the status page is updated. pplied at any time as suitable to Swisscom. fter the change, the status page is updated. pplied at any time as suitable to Swisscom Emergency System hanges In practice in addition to the PMW requirements for Emergency System hanges in operations arise at short notice for all IT components. Swisscom reserves the right to implement unscheduled Emergency System hanges, e.g. Security Patches, immediately. Such measures might be taken for example when: n urgent fix for a ritical Incident known to Swisscom is required preventive action is required that if not taken would leave a customer vulnerable to a wide array of important security and security-related risks 5.2 Service Level Reporting There is no service level reporting in. 6 illing and volume report 6.1 illing ustomers are billed retrospectively for the previous billing period - (previous calendar month) - by the appropriate sales organization for all allocated resources during that period. This includes all Swisscom loud Foundry and/or Swisscom Marketplace loud Services instances and other services that are subject to charge. The monthly charges for Swisscom Marketplace loud Services provided are based on metered consumption for the allocated resources. Volumes for applications and Swisscom Marketplace loud Services are calculated accordingly to billing units and their pricing. onsumption metering units and their pricing is described in the Pricing Document and is provided as an ppendix to this document. The amount is automatically charged from customer s credit card. The customer of pplication loud Public receives a monthly invoice (an with link to invoice and access to it from Portal). The billing system uses the UT time zone. Doc ID: L_pplication_loud_Public_Sep2017-en 9/10

10 6.2 Volume reports volume report provides information that details how calculated consumption volume was established. In particular, it contains data about all allocated resources during specific time periods when given resources were allocated during a given billing period. The following data and information is reported together with the invoice for services provided: Volume report Service/Options pplication loud Public Reporting information for invoicing Number of units 3 per org In addition, the customer is able to generate a digital report in a raw format (e.g. XML) using the selfservice portal or by consuming specific PI endpoints. 7 dditional arrangements 7.1 Maintenance and Life ycle Management Swisscom reserves the right to upgrade the infrastructure including hardware, software and any parts of PaaS to the current release/versions on a regular basis without permission of the customer. Swisscom bears the system costs for this. The customer bears the costs for any changes to, for example, the customer application and upgrades to customer software. Swisscom will take all reasonable actions to guarantee backward compatibility. Swisscom strives to keep all Swisscom Marketplace loud Services up to date with the latest stable version in order to provide the greatest possible level of security and to minimise the discrepancy between the delivered and current set of functions in the current release. 3 illing units for applications and cloud managed services are defined in pplication loud Pricing» document Doc ID: L_pplication_loud_Public_Sep2017-en 10/10