Hosting Management Outsourcing

Transcription

1 Hosting Management Outsourcing Interoute Service Level Agreement

2 1 Design, Implementation, Procurement, Housing and Location Technical Design Procurement and ownership Equipment housing Services Managed Hardware Service Managed Operating System Service Application Foundation Service Managed Application Service IP Addresses Managed Ethernet Switching Services Managed Firewall services Traffic Management, Load Balancing & SSL Handling Storage as a Service Backup Schedule, Data Retention & Recovery Disaster Recovery Service Levels Operational Hours Incident Reporting and Management Service Availability Objectives Backup and Restore Objectives Disaster Recovery Objectives Customer Reporting Service Exclusions Customer Responsibilities Technical Responsibilities Other Responsibilities Charges & Service Credits Charges payable by the Customer Charges for Additional Services Other Additional Charges Calculation of Service Credits Repeated Availability SLO failures Exclusions to Payment of Service Credits SERVICE START AND SERVICE END Service start Service End Annex 1 The Technical Design, Inventory and Defined Service Level Objectives... 26

3 1 DESIGN, IMPLEMENTATION, PROCUREMENT, HOUSING AND LOCATION Interoute provides the Customer with a customised hosting solution for business applications, located within a data centre. The Hosting Service will consist of and be subject to the limitations set out in this Schedule. 1.1 TECHNICAL DESIGN For each Hosting System, Interoute will provide a technical design (the Technical Design ) attached as Annex 1. Interoute does not warrant that the Technical Design is fit for the particular purpose of the Customer. The Technical Design will consist of an inventory of Software, services and any Dedicated Equipment together with a high-level design of the Hosting System. The Technical Design identifies the components of the Hosting System but Interoute reserves the right to amend the Technical Design in order to accommodate particular attributes of a data centre or its environment or to comply with local law, however Customer s consent will be obtained prior to implementing any changes to the Technical Design that will cause a material diminution of the capabilities of the Hosting System. 1.2 PROCUREMENT AND OWNERSHIP Unless stated otherwise in the Agreement, Interoute will provide all hardware for the Hosting System including hardware warranty during the Initial Term. A complete list of all hardware provided by Interoute for each Hosting System shall be attached to this Agreement as Annex 1. Title to Dedicated Equipment will pass to Customer upon exercising the option to acquire the equipment for a nominal value of 1. Such option shall be exercised in writing no sooner than one (1) month prior the expiry (but not due to early termination) of the Initial or renewal Term. Interoute shall maintain a lien over all customer-owned equipment within the data centre in respect of all sums due under this Agreement (including cancellation charges, if any). 1.3 EQUIPMENT HOUSING Unless stated otherwise Interoute is responsible for the installation of all equipment incorporated into the Hosting System (whether Customer provided or Interoute provided). Interoute shall provide space and install the equipment in the Premises. Interoute is solely responsible for the choice of the exact location of the equipment in the Premises. Only authorised Interoute personnel will have access to the equipment and systems. The Customer may have escorted access to audit the equipment in accordance with the following conditions: (i) there will be no more than two audit in any 12 month period; (ii) the audits will be carried out at the Customer s own risk and cost; (ii) the audits will be carried out during Working Hours and will be undertaken after at least two working day s prior written notice to Interoute; (iv) Customer s access to the Premises will strictly comply with Interoute s access policies. page 3 of 28

4 2 SERVICES This section 2 describes the variety of services available to the Customer as part of the Hosting Service. The services actually acquired by the Customer are all set out in Annex MANAGED HARDWARE SERVICE Where Interoute provides a managed hardware service: Equipment Installation Interoute is responsible for physically installing all equipment incorporated into the Hosting System (whether Customer provided or Interoute provided), including racking, network cabling and providing appropriate power connections to devices Support for Interoute provide equipment Interoute is responsible for replacement of defective, failed, or degraded hardware components on the supported services provided that such defect, failure or degradation of hardware is not caused wholly or partially by: An act or omission of the Customer, its employees, agents or contractors components not covered by warranty or a vendor support contract incomplete or incorrect information given by the Customer at the time of purchase of the equipment Hardware Upgrades and Warranty Interoute has no obligation to upgrade any equipment or extend hardware warranty upon expiry of the Initial Term Dedicated Virtualisation Solution (Private Cloud) Where Interoute has provided a dedicated infrastructure for the deployment of virtual devices, Interoute will be responsible for the management of the infrastructure, including maintenance of the hypervisor software. Interoute will upgrade the hypervisor software should it be required by Interoute. Hypervisor upgrades can be requested by the Customer, and maybe subject to the charges defined in section 5.2. Where Interoute does not provide management of virtual devices operating on the private cloud, Interoute will provide the Customer with administrative access to a management system to manage virtual devices Technical Assistance Interoute shall provide reasonable technical assistance in the event that the Customer requires assistance with their equipment. The technical assistance includes placing software media, such as CD- ROMs, in Customer s equipment. Interoute reserves the right to charge for technical assistance at the rates set out in section Service Monitoring Interoute will provide ICMP availability monitoring for managed hardware devices, and inform the Customer of contiguous failures. The Customer will be responsible for any other required monitoring, and will be responsible for informing Interoute should any action be taken in relation to hardware incidents. page 4 of 28

5 2.1.7 Data Backup Interoute will not provide backup service for the managed hardware service. 2.2 MANAGED OPERATING SYSTEM SERVICE Where Interoute provides a managed Operating System service, Interoute will provide a managed hardware service described in and subject to Clause 2.1 above plus the following services: Licensing and Service Provider License Agreements (SPLA) Managed operating system services will include relevant licensing for backup, monitoring and any other Interoute Serviced Software. Interoute has partnered with VMware, Microsoft and Zeus as a service provider under their relevant usage based SPLA programs. Unless specified, where Interoute provides licensing from these vendors, licensing will be included within the monthly service charge. Licenses are treated as monthly rentals of software. Upon termination of the Customer s service provided by Interoute, licenses granted to the Customer will be returned to Interoute. Where Interoute provides licensing under a SPLA agreement, the license granted to the Customer is subject to the terms and conditions of the SPLA Agreement, which will be provided to the Customer by Interoute upon request. Alternately, the Customer may assume Licensing responsibility for software, such as Operating Systems, middleware or databases, this will be expressed in Annex 1. Any additional Customer Serviced Software that is licensed and provided by Interoute will be defined in the Technical Design Operating System Installation Interoute will Install and configure the Operating System according to Interoute standards and normal industry practice. Interoute may configure disk partitioning as it deems appropriate for installation and will install onto a redundant array (where relevant) or as detailed in the Technical Design. The Customer agrees not to use the Operating System disk partition and associated partitions required by the operating system for Customer data Customer Access Unless specified otherwise, Interoute will provide the Customer with administrator or root level access to servers, in order for the Customer to manage elements of the system other than the operating system such as Customer Serviced Software, applications and data. Management access will not be provided for any devices other than servers Interoute Serviced Software Installation Interoute is responsible for the installation, support and servicing of all Interoute Serviced Software in the configuration set out in the Technical Design. This includes but is not limited to: backup client for the backup of the Operating System and any flat file data, according to Interoute standards and industry practice. anti-virus software onto all new Windows server deployments. Interoute will not install Anti- Virus software onto Unix and Linux servers unless included within the Technical Design. monitoring tools. The Customer agrees not to directly access Interoute serviced software or modify any configuration without prior consent from Interoute. page 5 of 28

6 2.2.5 Customer Serviced Software Installation Customer Serviced Software may be installed on a server at Customer s own risk. Interoute reserves the right to uninstall Customer Serviced Software (or refuse to permit installation) without Interoute having any liability to the Customer where, in Interoute s reasonable opinion, the software will affect the operations or security of any other Hosting System hosted by Interoute,. Customer Serviced Software is not supported or serviced by Interoute. The Customer is solely responsible for the performance of Customer Serviced Software and for its inter-operability with the Hosting System Software Upgrades Interoute has no obligation to upgrade any software versions or extend software warranty upon expiry of the relevant Initial Term Dedicated Virtualisation Solution (Private Cloud) Where Interoute provides a managed Operating System service for Virtual Devices deployed on dedicated hardware, Interoute will be responsible for the deployment and management of Virtual Devices on the system. The Customer can request changes to Virtual Device configurations by submitting a completed Customer change request form. page 6 of 28 Where new Virtual Devices are required, the Customer must request these by contacting the account manager. These devices will be subject to additional Charges. The resource allocations and requirements of the Virtual Devices must be satisfied by the capacity of underlying infrastructure as set out in the Technical Design. Service levels will only apply for high availability function (section 3.3) where the required capacity of the underlying infrastructure is available Service Monitoring Interoute will monitor the following performance elements of server hardware (excludes Hardware Only service), if supported by the Hosting Device and Interoute s standard monitoring: a. CPU usage per CPU b. Memory Usage c. File System Utilization d. Swap File Usage e. Paging f. Number of Processes g. Defective, failed, or degraded hardware components Patch Management Setup As part of the implementation, Interoute will agree and implement a patch management schedule according to those defined in the maintenance section (3.2.4) of this document for Windows & Linux servers Backup Capability & Granularity Interoute will provide a tape based, client-server flat file backup of system data. In the case of servers this will include Operating System data and configuration. This service does not provide support for open file applications. Interoute has the right to exclude from backup at its sole discretion files which will not affect the ability to recover from a failure, all other files which are not exclusive or locked within the Customer s Hosting System are backed up. Backups are performed online at file system level only, i.e. transactional files used by various applications such as database volumes or hibernation

7 memory can be backed up, but are required to be in a dumped and closed state before the backup operation starts -otherwise the files may be in a corrupt state once they are restored. Interoute does not accept responsibility to any damage caused to the hosting system by such corrupt files Backup Schedule & Retention Details can be found in section Backup Allocation The Customer can utilise an allocated backup volume for the solution, as defined in the Technical Design Interoute sizes backups based on the backup volume per server. This is defined as the total amount of data stored on backup media. If the total contingent for all servers of the Customer is exceeded Interoute reserves the right to charge for the excess backup at the rates set out in section 5.3 and is not responsible for a correct backup function. In addition The Customer must either: (a) (b) Purchase a higher backup volume contingent by contacting their Account manager. Request a change of the backup schedule, durability and/or granularity so that the contingent will no longer be exceeded, for which charges will be made at the rates set out in section Data Restore Emergency restores will be completed in the timeframe according to section 3.4. An emergency restore can be requested a maximum of two times per year per device. Standard restore requests will be initiated during the next business day. There is no RTO for standard restore requests. The Customer may request a maximum of one standard restore per device per month. Subsequent emergency and standard restore requests are subject to the charges set out in section 5.2. Data restores can be made to either the original location, or to an alternate location on the same device. Interoute s responsibility is limited to recovering successfully backed-up data to the original or specified alternate location and accepts no responsibility for configuring systems or applications. 2.3 APPLICATION FOUNDATION SERVICE Where Interoute provides an application foundation service, Interoute will provide a managed Operating System service (section 2.2) plus installation, monitoring and backup of the application as detailed in the Technical Design. Application Foundation is defined as installed add-on components known as services, which are not required to perform the Operating System Infrastructure function. These services typically form the foundation of applications and associated additional functionality. They normally are required for the management, presentation and storage of associated data for an application. Examples include web and database services. Application Foundation does not include functionality built on these services. For the avoidance of doubt, unless specified in the Technical Design Interoute is not responsible for the support of these applications, nor is Interoute responsible for application packages or updates Application Installation Interoute will install the application according to Interoute standard practices. The Customer may request alterations to the installation prior to deployment, such as location and features. Requests to make changes to the configuration post implementation may be subject to charges for technical assistance at the rates set out in section 5.2. page 7 of 28

8 2.3.2 Application Monitoring Interoute provides additional monitoring upon request as follows: Web Servers For Interoute s web server products additional monitoring is included for HTTP/HTTPS to check the availability and response times of the pages. The configuration of up to five HTTP/HTTPS monitors is included per Interoute web server and requires the Customer to provide details of which pages to monitor. Database Servers For Interoute s database server products additional monitoring is included for MySQL and SQL queries to check that the database is functioning. The configuration of up to five SQL query monitors is included per Interoute database server, and requires the Customer to provide details of which queries to monitor. Thresholds of performance monitoring will have defaults set by Interoute. However, Customer can request to have these thresholds modified within ranges set by Interoute by notice to Interoute. Upon a failure, Interoute will support restart application services following Customer s request or prior instruction Application backup Interoute will provide an enhanced backup service for the defined application to ensure application data will be recoverable. This feature may include the installation of additional software capable of performing open file backup for applications such as Exchange, MS-SQL or Oracle relational database. Interoute must be informed of all database or open file application configurations, including additions or deletions of relevant data stores in order to complete a successful backup and is not responsible if the Customer fails to inform Interoute of any changes. Database Restrictions Databases can only be restored to the state of their last backup. Transaction logs cannot be restored, which may result in loss of changes in data after the moment of the backup. Interoute shall not be responsible for an inconsistent database or for any malfunction of the database application after a restore as a result of this behaviour. a. Data restores are limited to restoring the database to its original location. b. Interoute cannot support the Customer on the recovery of the application based on the database Backup Schedule & Retention Details can be found in section Customer Responsibilities a. The Customer must provide Interoute any details relating to the database, file store or equivalent open file storage unit software configuration. This includes configuration and application software and configuration affecting it. The Customer must also: b. Permit Interoute access to the application in order to install and set up the Backup client. c. Provide a user account with system administrator (manager) privileges to the application, if applicable. page 8 of 28

9 d. Request a data restore to test functionality when major changes are made by the Customer and after installation. 2.4 MANAGED APPLICATION SERVICE Where Interoute provides a Managed Application as part of the managed service, Interoute will provide an Application Foundation service plus application management which is defined as the end functionality of the vendor s application software which is serviced by the Application Foundation and Operating System. Examples include the delivery of a web page when requested of a web server, content queried from a database or access control from a domain controller. Application Management does not include the administration, configuration or inter-operation with systems and or services located on other systems, services or devices unless specifically part of a distributed system architected and managed by Interoute and defined in Annex 1. Where Application Management is included as part of the service, the specific application s data sheet or SLA can be attached to this schedule. 2.5 IP ADDRESSES Interoute shall provide, as standard, IP addressing for the Customer s requirements as defined in the Internet Access Schedule 2F and in accordance with RIPE regulations. 2.6 MANAGED ETHERNET SWITCHING SERVICES Interoute will provide a managed hardware service plus: Interoute shall configure and maintain any Interoute managed switch service for hosted Local Area Connection (LAN) communications between devices. This will include configuration of any Virtual LANs (VLAN) and switch port configurations. 2.7 MANAGED FIREWALL SERVICES Interoute will provide a managed hardware service plus: Interoute is responsible for maintaining any Interoute managed firewall service and policy as agreed with the Customer. The Customer may select a solution based on Interoute s shared infrastructure or on a suitable dedicated appliance(s). The Customer recognises that it is not possible to protect against all forms of attacks and that Interoute s sole obligation is to manage the firewall in accordance with a normal industry practice. Shared or Virtual firewall services are limited to a maximum sustained throughput of 20mbps per instance, should this threshold be exceeded the customer will be required to upgrade their service. VPN termination is not available as part of the shared or virtual service. The Customer shall be allowed unlimited changes to their policy for the first month from the Ready for Service Date. Thereafter, the Customer shall be allowed 2 policy changes per month for each firewall service. Additional policy changes will be charged applying the hourly charges specified in section TRAFFIC MANAGEMENT, LOAD BALANCING & SSL HANDLING Interoute will provide a managed hardware service plus: Interoute is responsible for maintaining any traffic manager or load balancer and policy as agreed with the Customer. page 9 of 28

10 Shared or Virtual load balancing or traffic management services are limited to a maximum sustained throughput of 20mbps per instance, should this threshold be exceeded the customer will be required to upgrade their service. SSL offloading is not available as part of the service. The Customer shall be allowed unlimited changes to their policy for the first month from the Ready for Service Date. Thereafter, the Customer shall be allowed 2 policy changes per month for each load balancing service. Additional policy changes will be charged applying the hourly charges specified in section 5.2. Policy changes are restricted to those available within the graphical user interface and do not include the use of command line options or scripting. These options maybe supplied as a professional service at the rates defined in section 5.2 of this schedule STORAGE AS A SERVICE Where the customer has purchased a shared storage service Interoute will provision the relevant storage from a disk system, with features as defined in the Technical Design Type & Redundancy Interoute will provision tier 1 storage from an enterprise class disk array using a high performance storage technology. Interoute will provision tier 2 storage from an enterprise class disk array using a tier low performance storage technology. All disk systems will provide redundancy at a controller, disk loop and disk data (RAID) level Volume, Connectivity and Access Storage volumes quoted by Interoute are defined as useable space. Storage will be presented using either a SAN or NAS protocol. Connectivity from the host to the managed storage will only be redundant if specified in The Technical Design. Storage will be presented as follows. SAN storage will be connected directly to the host server. Interoute will be responsible for configuring the network interface and operating system with required software as appropriate for the connection. Interoute will use a dedicated IP connection from the host. The relevant storage will be presented to the Operating System as an additional hard disk in the form of a LUN. The Customer must not alter this configuration. NAS storage (CIFS and NFS) will be connected into the appropriate LAN segment. Interoute will configure the appropriate security setting to allow access, and provide the Customer with connection details Disk based snapshots Where the customer has purchased data snapshots for a managed system, Interoute will perform scheduled snapshots of data on managed storage devices. All data within a Volume, Share or LUN specified for snapshot will store point in time references to data within a snapshot. Snapshots are performed online at file system level only, i.e. transactional files used by various applications such as database volumes or hibernation memory cannot be captured in a snapshot Application Aware Disk based snapshots Where application aware snapshots have been purchased, Interoute may install an application specific open file snapshot application. Interoute will perform scheduled, crash consistent, snapshots of data on managed storage devices. The Customer must notify Interoute of any transactional or open file locations requiring snapshots, failure to provide this information will exclude the data from any SLAs. page 10 of 28

11 2.9.5 Snapshot Allocation Snapshots backups will only store data which has changed since the previous snapshot, these snapshots occupy space within the live data volume, LUN or Share. It is therefore necessary for the Customer to order additional space for snapshot data within the volume, Share or LUN. It is the Customer s responsibility to ensure that a suitably sized volume, share or LUN is provisioned to meet the requirements of their data and its snapshots. Interoute does not accept responsibility for the inability to write data of any kind to a volume, LUN or Share due to capacity issues arising from snapshot data. In the event that a volume, LUN or Share is unavailable due to reaching capacity from data snapshots, Interoute is not responsible for its availability, nor for associated SLAs until availability is established BACKUP SCHEDULE, DATA RETENTION & RECOVERY Interoute will provide recovery capabilities for relevant Customer data according to The Technical Design Tape based client server backups Schedule and Data Retention Unless an alternative schedule is defined, Interoute will perform scheduled, daily incremental backups for six sequential days followed by weekly full backups every seventh day as determined by Interoute. The backup media for the full backups are retained for a 28-day period and for the incremental backups for a 14-day period after which time they shall be overwritten or disposed Disk based snapshots Schedule and Data Retention Unless an alternative schedule is defined, Interoute will perform scheduled snapshots according to the following Schedule and Retention policy. Snapshot Service Snapshot Frequency Snapshot Retention Bronze Daily 4 Weeks (28 snapshots) Silver Every 8 hours 72 hours (9 snapshots) + Bronze Service Gold Every 4 hours 72 hours (18 snapshots) + Bronze Service Platinum Hourly 72 hours (72 snapshots) + Bronze Service Upon expiry of data retention, snapshot data may be overwritten or erased. Snapshot data will occupy space within the live data volume, LUN or Share. It is therefore necessary for the Customer to order additional space for snapshot data within the volume, Share or LUN Data Backup Location The backup media and data is stored on Interoute owned and operated equipment on-site at the respective Interoute data centre. If defined as part of the Technical Design, the Customer may choose to have; copies of tape backup media stored off-site and/or copies of storage replicated to an additional site Backup Window In the event that a backup job of a single service exceeds 40% of the time between backups, Interoute will inform the Customer. Once the Customer has been informed Interoute is not obliged to perform backups of the service, nor will any SLAs apply to the service in relation to data, until an alternative solution is provisioned or backups complete within the 40% threshold due to Customer changes to data. page 11 of 28

12 Data Restore Any restore necessary due to an incident, not attributed to Customer, will be conducted at Customer s request, free of charge on a 24x7 basis. The Customer is allocated an unlimited number of restore requests within the first month after the Ready for Service Date of an Interoute Hosting Service free of charge. Thereafter, the Customer is allowed one restore request per Hosting Device per month with any additional restore requests being made on a chargeable basis at the rates set out in section 5.2. These restores will be conducted at a time mutually agreed between the Customer and Interoute. It is the Customer s responsibility to recover all applications to their desired state after a successful restore. Interoute is not responsible for loss of data caused by incompatibility of Customer Software and Interoute s backup software DISASTER RECOVERY Where Interoute has provided a multi-site Disaster Recovery solution, the customer agrees to perform scheduled failover testing with Interoute s support team which may incur charges at the rates set out in section 5.2. Service Levels and any associated penalties will only apply for 12 months after a successful test, with further tests required for SLA validity for subsequent 12 month periods. A successful test is defined as The availability of suitable infrastructure at a Secondary Site, configured to service similar requests to the Primary Site within the SLOs set out in Annex 1. The Customer agrees to the following conditions for a Disaster Recovery solution; a. Changes to configuration of any system within the Disaster Recovery solution require preapproval by Interoute, and may require further failover testing and associated charges. b. Apart from those applications managed by Interoute as specified in Annex 1, Interoute does not accept responsibility for the configuration of any other applications for Disaster Recovery. c. The failover of IP addresses, network routing and DNS between Primary Site and Secondary Site are not part of the solution, unless expressly stated in the Technical Design. page 12 of 28

13 3 SERVICE LEVELS 3.1 OPERATIONAL HOURS Implementations Hours Implementations are as standard performed during office hours only. For out of hours installations and excess charge will be applied, at the out-of-hours rates in section Customer Service Interoute s Customer Service (CS) is the primary point of contact for any problem or request related to the Hosting Service. CS personnel are on duty on a 24x7 basis. The CS will handle all support requests and will use reasonable endeavours to ensure that any problems are resolved as quickly as possible. The CS can be contacted via phone or and supports the languages English, German, and French. The following information should be provided: a. Organization name b. Interoute Account Number as set out in the Service Handover Document c. Service Identifier (SID) as set out in the Service Handover Document d. Issue description e. Contact person f. Contact telephone number In the interest of security, CS will only accept service requests from nominated individuals within the Customer organisation as defined in the Service Handover Document Support Operational Hours Interoute will provide operational support, incident management and request fulfilment, potentially variable by service according the ordered service in Annex 1. These are defined as the following. Standard 24/7 Interoute will provide support 24 hours a day, 7 days a week. Business hours Interoute will provide support between 09:00 and 18:00 CET Monday to Friday only. Interoute will not provide support outside these hours. All incidents and requests will only be dealt with during these hours. 3.2 INCIDENT REPORTING AND MANAGEMENT Incident Handling Any suspected incidents should be reported to the Interoute Customer Contact Centre using the procedures detailed in the Service Handover Document to be provided on the Ready for Service Date. When reporting an incident, the Customer should identify the affected Service and provide details of the incident. page 13 of 28

14 3.2.2 Time to Repair (Priority 1) Interoute aims to resolve incidents causing loss of Service within four (4) hours. Interoute will provide the Customer with progress updates every two (2) hours, unless otherwise agreed. In the case of data restores, SLOs will apply according to section Incident Duration All incidents recorded by the Hosting Management System will be reconciled against the corresponding incident ticket raised by the Customer Contact Centre. The exact incident duration will be calculated as the elapsed time between the incident being reported to the Customer Contact Centre and the time when Service is restored Maintenance of the Hosting System Please note that maintenance of Interoute s network will be conducted in accordance with applicable clause for maintenance in schedule 1 of this Agreement. Maintenance of the Hosting System and the Premises will be conducted as follows: a. Configuration Maintenance: Interoute maintains a record of changes made to the equipment, network and operating system configurations. b. Planned Maintenance: In order to maintain the service, Interoute may perform operations that might temporarily disrupt the Hosting Service. These operations will normally be performed between midnight and 6:00 am local time for the location the Hosting Service is located, and will be announced at least seven days in advance, with the exception of emergency maintenance. Interoute will endeavour to limit Planned Maintenance to a maximum of 48 hours per year in any one location. c. Emergency Maintenance: Interoute reserves the right to carry out any necessary urgent maintenance on the Hosting System or network connections (for example, installation of crucial security patches / updates) or Premises without waiting for Customer approval. Such Unscheduled Maintenance may result in temporary service outage and such outage will be kept to a minimum. Interoute shall inform the Customer of any such Unscheduled Maintenance as soon as is reasonably practicable to do so. d. Save in case of emergency Interoute will not perform maintenance at more than one Data Centre location at any one time. e. Anti Virus Updates: The default Interoute managed Anti Virus schedule will be configured on newly deployed Manage Operating System Windows servers unless otherwise specified. Anti Virus software will be installed and signatures updates performed every 4 hours (if new updates are available). Optionally the Customer can request either that their own Anti Virus software is installed on their server (at the rates defined in section 5.2), or that no Anti Virus software is installed. In requesting one of these options, Interoute will not perform Anti Virus management tasks on the server, nor provide any SLAs where a virus may have been the cause. Where a server is under Anti-Virus management by Interoute, signatures will be compliant with the software vendor s published and relevant signatures within 72 hours. f. Patch management: Per device or service Patch Management will be provided in accordance with Annex 1, where the terms used have the following meanings: page 14 of 28

15 i. Fully Automatic Schedule The Patch Management process will take place once per week, during the scheduled maintenance period. Should the Customer require an alternative day and time for the process this can be stipulated at order and will be deemed as scheduled maintenance. Where a server is part of a Fully Automatic Patch Management Schedule, and managed by Interoute, security and critical patches will be compliant with the software vendor s published and relevant patches within 2 weeks. ii. iii. iv. Customer Manual Schedule using Interoute Infrastructure Interoute will provide patches to Customer servers, but will not install them. The Customer may then install patches at their discretion. The Customer takes full responsibility for patching the server and controlling any required reboots. Customer Schedule The Customer takes full responsibility of manages patching servers. Interoute will not provide any patching service. Interoute Manual Schedule Interoute will provide a bespoke patching schedule as specified by the Customer for which additional engineer charges will apply at the rates defined in section 5.2. Clustered devices will be patched on two separate schedules or manually. Security and critical patches are included in all schedules. Feature packs, Service packs, general updates will always be classed as part of the Interoute Manual Schedule. page 15 of 28

16 3.2.5 Incident Management and Request Fulfilment Response times are measured from the creation of a ticket by the Customer on the Hub portal, an automated system or by the service desk. The following escalation guidelines for standard 24x7 support are used within Interoute, and are escalated and targeted as follows: Priority Priority 1 Critical Priority 2 Major Description System hard down, inaccessible from internet Performance degradation, critical data restoration Hours of Operation Target resolution time Reason For Outage (RFO) time 24/7 4 Hours 5 Working Days 24/7 8 Hours 5 Working Days Priority 3 Standard Standard change requests Business Hours Next Working Day N/A Priority 4 Low Standard maintenance & planned works, service questions, password requests Business Hours Two Working Days N/A Change Management g. Change Control: Customer is entitled to submit change requests to Interoute at any time using the Customer change request form. Where a request is made to Interoute to implement a change to the Hosting Service, Interoute will consider such changes. Where changes are likely to result in significant additional work beyond the standard management of the Hosting System, Interoute will advise the Customer of any additional charges that Interoute may make in order to complete the work, applying the hourly charges specified in section 5.2 or such other charges as are agreed at the time. h. Interoute responsibilities for change control include tracking proposed and completed changes to systems and services managed by Interoute, and informing Customer of any proposed changes that may impact on service performance/availability. Customer initiated change requests will be dealt with applying the prioritisation used for trouble tickets. page 16 of 28

17 3.2.7 Defined Service Requests & Events For further definition, Interoute recognise the following requests, events and categories. Timings are concurrent Category and availability Priority 1 24x7 Issue Monitor failure (ICMP, HTTP, etc) Emergency security change - suspected or actual security breach (fair use policy applies) Monitored service failure Physical hardware failure Emergency restore request (max 2 per year per device) Level 1 (Generalist) Level 2 (Specialist) Level 3 (Vendor) Resolution Target 15 mins 2 hours 4 hours 4 hours See RPO & RTO Service Level Objectives Priority 2 24x7 Managed device reboot request Managed device service restart request 30 mins 2 hours N/A 2 hours Monitor response time violation 4 hours 8 hours 8 hours Load balancer change request Standard restore request (max 2 per service per month) Priority 3 Business Hours Security policy change (max 2 per service per month) Capacity warning Virtual device change request (max 1 per service per month) N/A Next Working Day Standard restore request Priority 4 Business Hours Information request User admin request VPN configuration request (if Interoute manages both endpoints) N/A Two Working Days Services with business hours support are only supported between 09:00 and 18:00 CET Requests for work outside the business day (09:00-18:00) require the Customer to notify Interoute one week prior to the requested works. Charges will apply at the rates specified in section 5.2. Subject to the exclusions detailed in this Agreement. From the time Interoute has responded it will use reasonable efforts to resolve the incident or otherwise address the problem as soon as reasonably practicable. page 17 of 28

18 3.3 SERVICE AVAILABILITY OBJECTIVES Service Level Objectives (SLO) will apply to either specific services, such as SQL database, or Website or for the entire solution. SLOs are dependant on the technical architecture of the solution and its ability to sustain failures without outage. A Hosting Service (against which an SLO is measured) is considered to be available if any device from any site capable of supporting the service as part of the Technical Design is considered available by Successful Test. A Hosting Device is considered to be available at a certain point in time if a Scheduled ICMP Ping has been executed and received an affirmative answer within ten seconds ( Successful Tests ). In order to calculate availability, scheduled ICMP Pings are made to each Hosting Device at 5 minute intervals ( Tests ). For the avoidance of doubt, the objective is a measurement of infrastructure availability and not applications. For services with standard 24x7 support all Tests are included in the availability metric. For the purpose of availability measurement, support time excludes maintenance periods. Primary Site Configuration Secondary Site Configuration Infrastructure Availability Objective Single Device None 99.5% Two devices configured for high availability (HA) Two devices configured for high availability (HA) Two devices configured for high availability (HA) None 99.9% Single Device 99.95% Two devices configured for high availability (HA) 99.99% 3.4 BACKUP AND RESTORE OBJECTIVES In the event that a service needs to be recovered from backup or snapshot mechanism within the Primary Site, the service will have the following Recovery Time and Recovery Point Objectives to recover to an available service depending on the recovery method and service for the data. Backup Service Recovery Point Objective Recovery Time Objective Tape Backup 24 hours + the duration of the backup 2 hours + 1 hour per 50 GB recovered Bronze Snapshot 24 hours 2 hours Silver Snapshot 8 hours 2 hours Gold Snapshot 4 hours 2 hours Platinum Snapshot 1 hour 2 hours page 18 of 28

19 If the backup of a hosting device fails to successfully backup any open or transactional files for which an additional backup function has not been purchased or is not available, the backup will be deemed as successful. Interoute will provide the Customer with visibility of partially successful backups. Interoute will successfully complete 95% of scheduled backups taken in any one calendar month. Should a scheduled backup be restarted for any reason, this restarted backup will count towards the percentage if successful, but will not count if unsuccessful. Should a restore of data be requested, Interoute will successfully recover the requested data from any successful backup within the retention period. Interoute provides a 95% success rate SLA for the recovery of data from backup. 3.5 DISASTER RECOVERY OBJECTIVES In the event where a service needs to be recovered at a Disaster Recovery Site the service will have the following Recovery Time and Recovery Point Objectives. Recovery Service Recovery Point Objective Recovery Time Objective No Disaster Recovery Service 24 hours None Active Passive Disaster Recovery Design dependant 24 hours Active Active Disaster Recovery Design dependant <1 hour Interoute accepts no liability to recover services where a Disaster Recovery mechanism has not been purchased, nor accepts liability for data loss where data is not stored off-site Initiation of Site Failover Interoute will not perform a site failover and recovery to a secondary data centre, unless instructed by an authorised representative of the Customer. Interoute may in exceptional circumstances perform a failover to a disaster recovery site without customer instruction. 3.6 CUSTOMER REPORTING The Customer will be provided with access to the Interoute Hub in accordance with Schedule 1 of this Agreement detailing performance of the Hosting Service (where the Hub supports the devices). 3.7 SERVICE EXCLUSIONS For the avoidance of doubt the Hosting Service does not include any service other than those expressly stated in Annex 1 in particular (but without limitation) the following services are excluded a. Development or integration of web site content or application software. b. Design of any kind of network, system or service other than the defined hosted service. c. Protection of data, systems or application against attacks, hack attempts, viruses, worms or Trojan horses coming from the Internet, unless appropriate systems and infrastructure is in place; where Interoute will provide protection inline with the software or hardware vendor s terms and conditions and Interoute s management and update policies. d. Support of the installation of Customer Serviced Software. page 19 of 28

20 e. Upgrading the operating system on a Hosting device in its entirety where Interoute still supports the current operating system installed on the Hosting Device. All of the operating system upgrades requested by the Customer will be charged for applying the hourly charges specified in section5.2. f. Interoute is not responsible and cannot be held liable for degraded performance in case of physical limitations of the hardware (memory, CPU, disk space, throughput) or software. Interoute will notify the Customer of such limitations and will suggest changes to the hardware. If the Customer requires any of these features, they should consult their local Sales contact in order to check for related Interoute services. page 20 of 28

21 4 CUSTOMER RESPONSIBILITIES 4.1 TECHNICAL RESPONSIBILITIES Technical Representatives The Customer must designate one or more qualified persons as their technical representatives and support points of contact with Interoute. These technical contacts can be updated either by phone, fax or and must be provided for both pre and post installation Shutdown and Boot Protection To service the Hosting System, Interoute may need to reboot a server. The Customer needs to ensure that any Customer Serviced Software shuts down and boots correctly. Failures caused by Customer software during shutdown or start of Hosting Devices shall not be Interoute s responsibility and shall not be counted as unavailability of the Hosting Device Backup The Customer must ensure that all files requiring restoration conform to the specifications as set forth section 2 above Customer Maintenance and Outages The Customer shall promptly inform Interoute of any changes to Interoute Serviced Software it intends to undertake or of any outages that the Customer causes or intends to cause Content In addition to the rights and obligations set out in Schedule 1, where the service consists of the storage of information, Interoute reserves the right to remove or disable access to the information immediately where Interoute will otherwise subject to any liability envisaged by Article 14 of Directive 2000/31/EC (the Directive on Electronic Commerce) without having any liability towards the Customer. The right to access the Hosting Service using a privileged account, for example to maintain data or applications installed on a Hosting Device, is strictly limited to the Customer, its employees and/or its contractors in the process of their work to perform for the Customer and the Customer s affiliates. The Customer must safeguard that only the before mentioned authorised personnel or affiliates shall access the Hosting Service with a privileged account. Passwords shall be complex, changed regularly and kept secure. 4.2 OTHER RESPONSIBILITIES Customer undertakes that it shall: a. advise Interoute of changes made to the applications installed on the Hosting System prior to changes being made; b. ensure any reboots or stopping of Interoute monitored services are preceded by contacting Interoute Customer Contact Centre (details provided in Service Handover Document); c. report any incidents or problems with the Hosting Services to the agreed Customer Support number set out in the Service Handover Document as soon as such problems have been identified; page 21 of 28

22 d. provide feedback on any Interoute maintenance approval requests passed to the Customer within the reasonable times specified within such requests. e. provide Interoute with the correct list of domains that needs to be pointed at the Customer s servers, where relevant. f. install and set-up a remote access client on their remote computer, where applicable to the Hosting Service for the purposes of remote maintenance of the Hosting Services. g. provide any specific changes to the configuration details for any equipment within the Hosting System. h. not install patches for the operating system or Interoute supported applications unless agreed by Interoute. i. ensure that Customer applications are not corrupted, degraded, damaged or compromised due to patches of the operating system. It is not in the responsibility of Interoute if a patch of the operating system leads to a corruption, degradation, damage to or compromise of the Customer s applications. Interoute can provide a testing and or pre-production environment as part of The Technical Design if required. j. recover all Customer applications to their state prior to service failure, unless Interoute manages the application. k. provide to Interoute any details relating to the database software configuration. This includes configuration and application software and configuration affecting the database. l. permit Interoute access to the Database in order to install and set up a backup client to conduct backups, where relevant. m. permit Interoute access to the Database in order to install and set up a monitoring client to conduct process monitoring of the database, where relevant. n. enable SQL user account with system administrator (manager) privileges, where relevant. o. configure applications to be redundant where a multi-site solution or failover based solution and SLA is deployed, unless expressively defined as part of Interoute s responsibility for the solution. p. do such other things and provide such information as Interoute may reasonably request in order for Interoute to provide the Hosting Service or manage its facilities. page 22 of 28