QTS CLOUDRAMP (FOR AWS) SERVICE CATALOG November 10, 2017 Version 1.1

Transcription

1 QTS CLOUDRAMP (FOR AWS) SERVICE CATALOG November 10, 2017 Version 1.1

2 Update Log Date Description Version 11/06/2017 Creation of initial release /10/2017 Update of: Standard Features. Optional Features. FAQs. 1.1 Page i

3 Table of Contents Service Overview... 1 Service Description... 1 Key Features... 1 Service Tiers... 2 Standard Features... 2 Optional Features... 3 QTS SmartRack Technology... 3 Asset Manager Application... 4 Tailored QTS CloudRamp Solutions... 4 Responsibility Matrix... 4 Service Level Agreements... 5 Service Level Objectives... 6 Pricing... 6 Delivery Locations... 6 FAQs... 6 Appendix A: Service Level Agreement Text... 7 Appendix B: Terms and Definitions... 9 Page ii

4 Service Overview Service Description QTS CloudRamp (for AWS) provides a move-in-ready colocation environment where the customer can locate their physical infrastructure (compute, storage, and network) that is directly connected to the AWS public cloud via the AWS Direct Connect service. This hybrid cloud/colocation offering helps ease the process of transformation and migration to hybrid cloud solutions by enabling the customer to ship infrastructure to QTS, and quickly onboard data to AWS cloud storage and compute resources, without the complexity of implementing AWS Direct Connect services or the need to manage multiple connectivity vendors. QTS offers multiple cloud connectivity options to ensure enhanced network performance and low latency: Cross connect to the AWS public cloud s on-premises, on-net node in a QTS data center. Cross connect to the AWS public cloud via a cloud interconnect provider s on-premises, on-net node in a QTS data center. Metropolitan-area fiber connection to a local carrier hotel with the AWS public cloud on-premises, onnet node. Key Features The key features are: Prebuilt, ready-to-move-in colocation space with redundant power (5 kw). Prewired for rapid connection to the AWS public cloud. Blended Internet Plus service. Cross connect to AWS Direct Connect service. On-site support and hardware maintenance. QTS Customer Portal access to: Online ordering of services through the AWS Marketplace. Online, self-service Asset Manager application. Power analytics reporting. Trouble ticketing. Optional upgrades: Additional QTS cross connects for AWS Direct Connect. Additional QTS Remote Hands and Eyes hours. Optional QTS SmartRack devices for: Local or remote server configuration via KVM over IP switch. Local or remote control of power distribution and outlet switching via intelligent PDUs. Month-to-month or 12-month pricing and contract terms. Page 1 of 9

5 Service Tiers Standard Features QTS CloudRamp colocation services with connection to the AWS public cloud are available in three distinct tiers with the standard features indicated. Note: Cabinet components are the same for all tiers. Feature CloudRamp Essentials CloudRamp Enhanced CloudRamp Advanced Space and Power One locking 47u (5 kw) cabinet with patch panel. Standard Standard Standard N+1 power, including: Single-phase power whips. 208V/30A switched PDUs (primary and redundant). Standard Standard Standard Network One single-mode fiber cross connect to AWS public cloud. Standard Standard Standard 25Mb of blended Internet Plus service, including two copper cross connects. Standard Standard Standard Installation, Management, and Support Rack and stack installation. Standard Standard Standard 24x7x365 QTS OSC (help desk) and online incident management. Standard Standard Standard Data center environmental monitoring. Standard Standard Standard Power plant and cooling systems maintenance. Standard Standard Standard 100% power guarantee/sla in data center. Standard Standard Standard Physical security 24x7x365. Standard Standard Standard QTS Remote Hands and Eyes hours per month (post installation). 2 4 N/A QTS Hardware Assure 1 for comprehensive hardware repair services. N/A N/A Standard Extra cross connects. Optional Optional Optional Additional QTS Remote Hands and Eyes subscription hours. Optional Optional Optional 1 See QTS Hardware Assure Service Catalog for details. Page 2 of 9

6 Feature CloudRamp Essentials CloudRamp Enhanced CloudRamp Advanced QTS Customer Portal Access to: Online ordering of services. Asset Manager self-service application for: Tracking customer equipment. Making changes and updates. Exporting data to spreadsheets or other databases for planning and analysis. Trouble ticketing. Standard Standard N/A QTS SmartRack One KVM over IP switch for remote configuration of servers. N/A Standard Standard Redundant smart PDU for remote power resets, and power utilization reporting and metrics. N/A N/A Standard Optional Features The following optional features are available for the QTS CloudRamp tiers, as indicated in Standard Features: Extra QTS carrier or service provider cross connects. Additional QTS Remote Hands and Eyes subscription hours. QTS SmartRack Technology QTS CloudRamp includes the QTS SmartRack family of rack management appliances that can be used to remotely access and control/configure the servers in a customer s rack, as well as the power feeding each device. QTS SmartRack hardware devices are manufactured by Raritan, Inc., a leading provider in intelligent rack PDUs, KVM switches, and other data center infrastructure monitoring and management solutions. QTS SmartRack options are available with the CloudRamp Enhanced and CloudRamp Advanced tiers, and include the following Raritan appliances: Appliance Dominion KX III PX Intelligent Rack PDU Technology Used to remotely access and configure rack mounted servers. Used to remotely access and reset specified power outlets feeding individual rack-mounted devices, or to collect real-time power utilization metrics. Note: Secure out-of-band network access is not included. Page 3 of 9

7 Asset Manager Application Asset Manager, available via the QTS Customer Portal, is a self-service application that enables the customer to manage the physical components of their environment: Track their equipment by asset tag number, device type, make, model, serial number, host name, etc. Make changes and updates. Export data to spreadsheets or other databases for planning and analysis. The customer must enter and administer their inventory data. Tailored QTS CloudRamp Solutions A customer with requirements outside the prebuilt QTS CloudRamp tiers can provided with QTS Sales Engineering support to determine a custom solution under a standard term plan agreement, which can accommodate nonstandard QTS CloudRamp requirements such as: Nonstandard cabinet options. Nonstandard power options. High-density containment. Managed services. Managed systems. Managed network. Managed security. Backup and storage. A custom solution is contracted directly with QTS; it is not available via the AWS Marketplace. Responsibility Matrix Task AWS Raritan QTS Customer Installation, Configuration, and Setup QTS Customer Portal account registration completed. QTS Customer Portal user roster set up. QTS Customer Portal applications (e.g., Asset Manager) enabled. QTS security badges provisioned for customer IT team if installing the customer s equipment. Cabinet and lock installed. Power whip installed to cabinet. AWS cross connect patch cable installed. Internet cross connect patch cable installed. QTS SmartRack appliances installed and cabled to customer equipment. AWS Direct Connect end user registration completed. LOA-CFA submitted via QTS Customer Portal. Page 4 of 9

8 Task AWS Raritan QTS Customer Detailed cable map and rack elevation requirements submitted to QTS via QTS Customer Portal. Inventory data such as asset tag number, device type, make, model, serial number, host name, etc., uploaded to Asset Manager. Physical hardware shipped to QTS. Physical cabling materials for rack and stack installation provided. Customer-provided hardware received, tagged, installed, and cabled in customer environment. Logical setup and configuration of customer servers and network equipment via remote access completed. Ongoing Management and Support (Adv Only) QTS CloudRamp (for AWS) billing support provided. AWS Marketplace online ordering questions and issues resolved. AWS Cloud Services product support provided. QTS CloudRamp (for AWS) colocation services support provided. QTS SmartRack hardware repair support provided. QTS SmartRack operation support provided. Asset Manager application end-user support provided. Physical security provided 24x7x365. Environmental monitoring and security (power, cooling, fire systems) provided. Cooling system maintenance provided. Power to customer s environment provided. QTS Remote Hands and Eyes support provided. QTS Hardware Assure provided (CloudRamp Advanced only). Copy of vendor agreements and contact information provided to QTS (CloudRamp Advanced only). Addition of QTS to approved support call list for vendors (CloudRamp Advanced only). Service Level Agreements QTS maintains SLAs for internet, power, and colocation services that are applicable to the QTS CloudRamp offering. SLAs are not compounding. If a single event causes an incident that violates more than one SLA, QTS will apply the remedy for the highest SLA. See Appendix A: Service Level Agreement Text for the SLA text included in the associated product addendum. Page 5 of 9

9 Service Level Objectives The standard SLO for CloudRamp Essentials cabinet installation is two weeks. Once cabinets have been reserved and installed for AWS, the turn-up SLO for incremental AWS customers is five business days. Pricing The MRC includes: All standard features of the selected QTS CloudRamp tier (see Standard Features) or tailored QTS CloudRamp solution. Optional QTS-managed services selected (see Optional Features). Delivery Locations For connection to the AWS public cloud, QTS CloudRamp is supported in the following data center locations: FAQs Chicago (CHI1). Piscataway (PNJ1). Richmond (RIC1). Santa Clara 1 (SJC1). Can QTS perform RH&E work if it exceeds the hours that the customer has available? Yes. The QTS DCO technician will fulfill the customer request and the technician s time will appear in the customer s Remote Hands usage history in the QTS Customer Portal. QTS reserves the right to periodically bill the customer for any overages. How does the renewal process work in AWS Marketplace? The service automatically renews until the Cancellation check box is checked. What are the customer s responsibilities during implementation? The customer is responsible for: QTS Customer Portal account registration. QTS Customer Portal user roster setup. Provisioning of AWS Direct Connect and submission of the LOA-CFA to QTS. Submission of cable map and rack elevation requirements to QTS. Entry of inventory data into the Asset Manager application (CloudRamp Essentials and CloudRamp Enhanced). How long does it take to provision a prebuilt cabinet? Prebuilt cabinets take three to five business days to provision. Page 6 of 9

10 Will QTS tag and enter the customer s assets in QTS Asset Manager? QTS will complete this task for CloudRamp Advanced only. For the CloudRamp Essentials and CloudRamp Enhanced tiers, QTS recommends that the customer tag assets prior to delivery to QTS, and to use the Asset Manager application. How are the AWS billing start and end dates determined? Billing for the service starts the day that the order is placed and the confirmation/welcome letter (with the contract start date) is received by the customer. Does QTS CloudRamp (for AWS) internet service come with bandwidth monitoring? Yes. Is the QTS CloudRamp (for AWS) internet service redundant? Yes, it is N+1 (one active primary and one failover). Is the AWS Direct Connect redundant? No, but additional cross connects can be ordered. How does the customer order additional RH&E hours or additional cross connects? These services must be ordered on the AWS Marketplace: If the customer requires additional services not listed on the AWS Marketplace, they can be ordered directly from QTS. In this case, the customer is contracting with QTS and is billed directly by QTS. Appendix A: Service Level Agreement Text The following text appears in the associated product addendum. Refer to that addendum for more details. Page 7 of 9

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12 Appendix B: Terms and Definitions The following terms are included in this document: Term A AWS DCO IP KVM kw LOA-CFA Mb MRC OSC PDU RH&E SLA SLO V Definition Amp. Amazon Web Services. Data Center Operations. Internet Provider. Keyboard/Video/Mouse. Kilowatt. Letter Of Authorization-Customer Facility Assignment. Megabit. Monthly Recurring Charge. Operations Service Center. Power Distribution Unit. Remote Hands and Eyes. Service Level Agreement. Service Level Objective. Volt. Page 9 of 9