The following table provides additional detail by identifying the items included in the service.

Transcription

1 roduct ervice Description Iaa Intel This service component is delivered as a set of assets, hardware and software to provide Intel based computing services for Microsoft Windows and Linux. The service is provided to enable Clients to have a flexible Intel based, horizontal cloud computing environment replacing dedicated equipment. Overview The following table provides additional detail by identifying the items included in the service. Attributes of the ervice 1) elf-service provisioning and VM management portal, including Atos s Application Management latform (AM) Change Management integration and base Atos/customer approval. 2) Role based access control to provisioning approvals and cloud workloads 3) erver compute: selected combination of virtual CU and virtual memory 4) Cloud Local Area Network (LAN), including access to Atos shared Internet core 5) torage: 75 GB configured as C:\ for Windows and as a single root volume for Linux 6) Cloud service infrastructure capacity planning and performance management, capacity provisioning and CapEx management 7) Hypervisor license use for ITO Atos Cloud: VMware vphere 8) Operating ystem license use for ITO Atos Cloud: Use of Atos Windows or Linux O license based on selected workload template 9) Middleware license use for ITO Atos Cloud: Use of Atos database license for workload templates that incorporate a database 10) Backup: Daily snapshot of the VM and its associated base storage with 14 day retention 11) Internet L VN access for system administrators (not used to transport large amounts of data) 12) Facilities: Data center floor space, cooling, rack space, power distribution and power 13) Troubleshooting and diagnosis of operational or systemic problems related to the use of the ervices. 14) erver, network and storage base infrastructure support with ervice Level Agreement (LA) inclusive of the hypervisor and VM, excluding O level and above (Database and Application) support 1 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

2 Add-On ervices 1) Microsoft QL erver Enterprise 2) Additional torage capacity 3) Internet Bandwidth 4) Load Balancing 5) ublic I Addresses Optional ervices 1) Application Management (II, Oracle DB, QL erver) 2) Back-Up and Recovery 3) Chargeback 4) Client Customized Templates and Inventory Management 5) Disaster Recovery/Business Continuity 6) Cloud Transition Consulting & Virtualization ervices 7) Network ID, Host ID 8) O Management/atch Management 9) O Monitoring 10) erformance/capacity Management (Image/O) 11) ecurity as a ervice 12) torage as a ervice 13) Task/Incident/roblem/Change/Release (ITIL) Requirements & Assumptions Configuration & et-up: The on-boarding process involves setting up users with various roles (workload owner, approver and workload access) for access to the portal (Compass) for provisioning/managing resources in the Cloud. The customer will have the ability to configure available workload templates and setup contracted services. It also involves setting up customer specific Network VLANs, firewall rules and policy groups 1. O versions that are no longer supported by vendor will not be allowed, Atos reserves the right to shut-down any instances of out of support O versions/patches hosted on the environment 2. Atos will maintain support agreements with 3rd party hardware and software providers as required to support LA s 3. Incidents documented by Atos will meet Atos standards for documentation 4. Atos has the final decision on which hardware and equipment to run a Client s Virtual erver instance. Atos reserves the right to move a Client s Virtual erver instance at any time assuming no impact to the normal operation of the resource and hosted workloads. 2 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

3 Unit Definition Virtual erver mall Medium Large Extra Large Virtual CU GB Memory GB torage (base performance) Internet Access Mgmt Only Mgmt Only Mgmt Only Mgmt Only ervice Objectives and Commitments Objective: Availability of Equipment olution ervice Measure erformance Target ingle instance Availability 99.8% Measure interval Measured monthly, reported monthly. Excludes planned outages. rovisioning ervice Measure erformance Target <20% increase Capacity Available <= 2 Business Days >20% increase or new frame Capacity Available <= 30 Business Days Measure interval Measure quarterly, report quarterly Change Management Atos occasionally requires a maintenance window for the introduction of major new features, major parameter changes, and the application of critical infrastructure updates to the Cloud ervices environment. Critical infrastructure components include, but are not limited to, network, storage, software and all interconnects, including fabric switches, and environmental systems. Critical infrastructure updates may include, but are not limited to, firmware, flash, and driver updates to network and fabric switches, storage systems, and server equipment. The arties agree that critical maintenance that requires a full outage (i.e cheduled Outage ) will be scheduled as follows: o Communication will be provided by Atos to the Customer delivery/operations contact on file and will occur a minimum of 2 weeks in advance of the first proposed cheduled Outage date; o Atos will provide three possible dates for the proposed cheduled Outage, including the applicable dates and times; o Any objections will be communicated via to cloudaccountmanagement@atos.net within 6 business days of the date of the notice. If no objections are communicated, the first proposed date will be the date of the cheduled Outage; o If Atos is unable to reach agreement among all Cloud ervices clients to be effected by the cheduled Outage, then the arties agree that the last of the three dates proposed will be deemed to be the maintenance date for the cheduled Outage. 3 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

4 Incident Management everity (Impact) Level ITM Measured Response Time Target Resolution everity 1 Incident Management 30 minutes 2 hours everity 2 Incident Management 60 minutes 4 hours everity 3 Incident Management 2 hours 3 business days everity 4 Incident Management 4 hours 5 business days everity 5 Incident or Request Management / Task n/a 15 business days or as determined within OW everity Definition The following definitions are for Incident Management issues. Outage qualification is not limited to these definitions but they may be used for reference. The default severity level is 3 for new requests unless the requestor provides the business reason for a higher severity. everity 1 (Impact = Extensive or Widespread) A everity 1 trouble ticket has one or more of the following characteristics: Impacts multiple sites, business units, locations or applications No immediate restoration of business operations is known at the time of impact The critical system functions are unavailable to all end-users requesting this service Immediate engagement of situation management and executive level notification required everity 2 (Impact = ignificant or Large) A everity 2 trouble ticket has one or more of the following characteristics: The incident has substantial business impact Normal business operations are severely impeded The virtual instance functions, but usability is severely limited for multiple end-users The virtual instance has experienced continual or repeated incidents everity 3 (Impact = Moderate or Limited) A everity 3 trouble ticket has one or more of the following characteristics. The incident has limited business impact Normal business operations are minimally impeded The incident only impacts a few user The incident is not continual or repeated everity 4 (Impact = Minor or Localized) A everity 4 trouble ticket has one or more of the following characteristics The incident has no business impact Normal business operations are not impeded Low/ervice Request incident ticket has one or more of the following characteristics: The incident has no business impact Normal business operations are not impeded everity 5 (Impact = Request Management) A everity 5 trouble ticket has one or more of the following characteristics A customer requested modification from current operating or support criteria 4 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

5 Disaster Recovery Disaster recovery is a AN based asynchronous data replication solution to an alternate data center. Data is replicated daily for protection. In the event of a disaster recovery test or an actual disaster is declared, the data can be presented to virtual machines in the alternate data center for customer access. Customer network connectivity will be established to the alternate data center at the time of testing or declared disaster. Network failover is not available as a part of the Iaa Intel disaster recovery service. Note: During a disaster recovery test, replication from the primary data center will not occur. Recovery lan Advanced Replication - Non- Guaranteed Compute torage replication without reserve compute Advanced Replication Guaranteed torage replication with reserve compute Description Data replication to alternate datacenter without reserved compute resources. Data is replicated to DR location AN array but will not be accessible until virtual machines are provisioned and made active. Virtual machines will be provisioned based on compute resource availability. Data replication to alternate datacenter with reserved compute resources. Data is replicated to DR location AN array and is accessible after virtual machines are provisioned and active. RO / RTO Hourly 24/TBD Up to 24/4 Non-Guaranteed Compute Data is replicated and stored on a AN array in an alternate data center. Virtual machines will be provisioned based on compute resource availability in the alternate data center environment. Atos will assess every option to make resources available in a timely manner, but there are no guarantees for the availability of compute resources for virtual machine provisioning. Compute resources are generally available on-demand but in the event resources are exhausted, additional resources will be provided at Atos s discretion Guaranteed Compute Data is replicated and stored on a AN array in an alternate data center. Compute capacity is reserved and virtual machines will be provisioned once a disaster recovery test begins or immediately upon confirmation of a disaster declaration. Billing for Guaranteed Compute virtual machines during a DR test or an actual declared disaster will be charged at the full subscription daily rate until services are restored in the primary data center. Data replication must be purchased with any recovery plan. Data replication cost is determined by the amount of data stored at the alternate data center. 5 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

6 Billing After commitment period of 1 year or 3 year is completed the service will default to monthly commitment term and pricing. When increasing the size of a virtual machine during a commitment term the service will be invoiced at the price for the new size for the remainder of the commitment term. When decreasing the size of a virtual machine during a commitment term the service will be invoiced at the price for the new size for a new commitment of the original term starting on the date of the change and a termination fee will be required. Termination Fees Upon termination for cause due to Company breach or termination for convenience by Company, the termination fee described in Exhibit A to the Agreement shall become due and payable as of the termination date. No Termination Fee will be due from Company for a ervice Commitment by an End User that is transferred to another ITO Atos Cloud Channel artner or directly to Atos for the remainder of the End User s outstanding ervice Commitment. If neither Atos nor another ITO Atos Cloud Channel artner wishes to accept transfer of such End User for any reason, then Termination Fees will be due. Upon termination for cause due to End User breach or termination for convenience by End User, all outstanding ervice Commitments resulting from such End User Work Orders become due and payable as of the termination date. Termination Fee Chart Remaining Term # of Months of Monthly Fees as Early Example: If there are 10 months remaining on the committed term and the monthly fee is $95, the termination fee is 4 x $95 = $380 6 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

7 Roles & Responsibilities Matrix () = rimary () = econdary Atos olution cope 1. elf-service provisioning and VM management portal, including Atos s Application Management latform (AM) Change Management integration and base Atos/customer approval. 2. Maintenance and patching of Atos management platform/cloud portal 3. Role based access control to provisioning approvals and cloud workloads 4. erver compute: selected combination of virtual CU and virtual memory 5. Maintenance agreement on hardware and software in support of documented ervice level agreements 6. Cloud Local Area Network (LAN), including access to Atos shared Internet core 7. torage: 75 GB configured as C:\ for Windows and as a single root volume for Linux 8. Cloud service infrastructure capacity planning and performance management, capacity provisioning and CapEx management 9. Hypervisor license use: VMware vphere 10. Operating ystem license use for ITO Atos Cloud: Use of Atos Windows or Linux O license based on selected workload template 11. Middleware license use for ITO Atos Cloud: Use of Atos database license for workload templates that incorporate a database 12. ystem and Network hardware capacity management 13. Backup: Daily snapshot of the VM and its associated base storage with 14 day retention 14. Endpoint security/anti-virus 15. Internet L VN access for system administrators 16. Facilities: Data center floor space, cooling, rack space, power distribution and power 17. Troubleshooting and diagnosis of operational or systemic problems related to the use of the ervices. 18. erver, network and storage base infrastructure support with ervice Level Agreement (LA) inclusive of the hypervisor and VM, excluding O level and above (Database and Application) support. 19. O level support, patching and trouble shooting Atos Customer 7 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

8 () = rimary () = econdary Atos olution cope 20. upport for end use of applications or services built by developers 21. ystem design, architecture or code development Atos Customer 22. upport for 3rd party software or networks used in conjunction with ervices but not within Atos s responsibility. 23. Network provisioning between the Customer location and Atos s data center 24. All other services not specifically defined as steady state services above 8 age Atos Cloud ervices roduct ervice Description v1.5 08/13/2013

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