Contents Scope of this document... 2 Product Overview... 2 VDC: IaaS - Compute... 6 VDC Dedicated Infrastructure... 8 VDC: IaaS - Storage... 10 VDC: IaaS - Network... 14 VDC Appliance & Template Management... 18 VDC Control... 19 VDC Commercial & Billing... 19 VDC Platform... 20 VDC Service Assistance and Support... 21 VDC Professional Services... 21 Further Information... 21 Version: 1.81 published 2017-05-08
Scope of this document The purpose of this document is to detail the technical functions, parameters and limits of version 2.0 of the Interoute VDC service. This document starts with the core elements and goes on to include service-level details including the commercial aspects of the service; from billing through to support. For instructions on how to access or use the features described in this document please check the online documentation at http:///knowledge-centre/library/vdc-v2 Product Overview Virtual Data Centre (VDC) is Interoute s scalable, automated Infrastructure as a Service (IaaS) solution. The service enables you to design, provision and manage cloud resources in VDC Zones (physical data centres) in Amsterdam, Berlin, Frankfurt, Geneva, London (two data centres), Paris, Stockholm, Slough, Milan, Madrid, Zurich, Istanbul, Hong Kong, Singapore, New York and Los Angeles. Compute, storage, network and appliances can all be deployed in line with your specific requirements. The VDC service is managed through the VDC Control Centre, a GUI that is accessed through myservices.interoute.com, Interoute s customer web portal. My Services has a monitor tile that gives a snapshot overview of the resources currently in use by your VDC (see screenshot below). The VDC service is organised as three Regions: Europe, North America and Asia. There is a separate Control Centre GUI for each Region. VDC Control Centre: Dashboard When you access the Control Centre for each region, you are initially presented with a dashboard (see below), this reports the amount of resources in use and the latest events from the server logs. Management of each type of cloud resource is then performed through the menu items on the left. 2 2
VDC Control Centre: Virtual Machines The Virtual Machines menu displays the current virtual machines deployed, their name, location, and state. You can select a VM from the list to bring up detailed information about the VM (e.g. the amount of CPU allocated, the template used, etc.), and to reveal a control panel to perform operations on the VM (start/stop, delete, change CPU/RAM, network and storage configurations, etc.). From here an Add Virtual Machine wizard can be accessed. This guides you through the process of choosing the VDC zone (physical location) where geographically you want the VM to be deployed, what template or ISO you want it to be deployed from, the amount of CPU and RAM resources you want allocated, the network(s) you want it connected to, and the VM's identification name. The Control Centre GUI is just one way to launch a VM. Alternatively you can use the VDC API or you can deploy from product pages in the CloudStore website. VDC Control Centre: Affinity Groups Affinity groups enable you to automatically deploy virtual machines on independent compute hardware, within one zone. For example, for a webserver VM cluster you could use an affinity group to ensure that each web server in a zone is deployed on a different physical blade, and therefore easily create resilience in your web platform. VDC Control Centre: Storage The storage menu displays the storage volumes that currently exist, their type and the virtual machine that they are attached to. ROOT volumes are the volume upon which a virtual machine s operating system resides; therefore all virtual machines have a ROOT volume. DATADISK volumes are for additional attached storage volumes. When you want to add a new volume you specify the VDC zone to create it in, the size, the physical medium (magnetic disk or SSD) and the data protection level: : 'EBS' or 'EBS SSD': External Block Storage without protection 'EBS Protected' or 'EBS SSD Protected': External Block Storage that has automated snapshots stored in the same VDC zone. 3 3
'EBS Mirrored': External Block Storage with automated snapshots, and the snapshots are also replicated to another VDC zone. Additional SAN and NAS storage configurations are available as an add-on service, Interoute Scalable Storage (which is based on NetApp Storage Virtual Machine technology). Interoute Object Storage is an object-based storage platform which offers resilient, scalable distributed storage at an economical price. (See: https:///object-storage.) VDC and Object Storage are both built into Interoute's backbone fibre network, offering free data transfers between the two platforms (also with free Internet breakout) via Interoute's high throughout, low latency private network. VDC Control Centre: Network The network menu displays the networks that currently exist. New networks can be created for public Internet connections or private networks within zones and between zones. Networks can be configured for public IP addresses, firewall rules, egress and port forwarding rules, and load balancing. You can build any cloud-based topology using the VDC self-service networks, with even more private networking options available as add-on services. For more details, see the section VDC: IaaS Network below. 4 4
VDC Control Centre: Templates When you deploy a virtual machine through the VDC Control Centre you can chose to create it from a template. The VDC service includes the standard Windows and Linux operating system variants. You can import templates into VDC, or create new templates based on deployed VDC virtual machines. CloudStore templates As well as using VDC s native templates and your own imported templates, there is extensive range of appliance templates available through the Interoute CloudStore. When you chose to buy an appliance, a wizard not only allows you to purchase the appliance template but also deploys it to the zone that you want and integrates it with the networks that you specify: Note the controls for selecting the desired amounts of CPU and RAM. In Virtual Data Centre, CPU and RAM are independently configurable according to your requirements. You are not restricted to pre-set machine sizes. 5 5
VDC: IaaS - Compute The Virtual Data Centre service offers Infrastructure as a Service resources (Compute, Storage & Network) to the customer. Compute resources are delivered on top of hypervisors (VMware ESXi), which virtualize the underlying physical infrastructure. The following are the capabilities of the compute infrastructure: Compute General What is the maximum size for a VM s root (OS) disk? 1024 GB Root disks are fixed-size for deployment (standard sizes: Linux 10GB, Windows 100 GB) but can be resized later. If a larger size for a VM template is needed, please contact a technical specialist through VDC LiveChat. Can I specify the number of vcpu that each VM has? Can root disks be resized? Can a VM be created from an ISO file? Can an ISO be mounted to a VM? Can compute resources be dynamically scaled vertically without needing to reboot a VM (a.k.a. 'hot' vertical scaling)? Can compute resources be scaled vertically for a VM? Can VMs scale horizontally? What is the minimum vcpu processing speed? Can I request dedicated physical host infrastructure? Is RAM a contended resource? Is CPU a contended resource? 2 GHz No We don t dictate VM sizes. You can select the number of CPU independently from the amount of RAM. The maximum values are listed below. The ISO file must first be uploaded using the VDC Control Centre s template/iso management feature. Instructions can be found in the Resource Centre here. The ISO file must first be uploaded. Instructions can be found in the Resource Centre here. CPU and RAM values can be increased on a VM without needing a reboot. There are certain operating system limitations and requirements. These are detailed in the Resource Centre here. For OS variants or scenarios that don t support hot scaling, CPU and RAM values can be increased or decreased on a stopped VM and then rebooted. Using the API this process can be scripted. VMs can be scaled horizontally (i.e. by replication) up or down using the GUI or API. See below for details about VDC Dedicated Infrastructure. CPU is a contended resource. The ratio of vcpu to physical CPU threads can theoretically be up to 4:1 but through active capacity management we aim to contend at no more than 2:1 Are the compute hardware elements Only virtual machines with maximum 64 GB 6 6
HA (Highly Available)? RAM and maximum 8 vcpu will be supported during HA events. What is the maximum number of vnics per VM? 7 What is the maximum number of volumes per VM? 5 More are possible but not recommended for performance reasons. ESXi hypervisor What is the maximum number of vcpu per VM? 12 The standard maximum configuration is 12 vcpu and 128 GB of RAM. Additional offerings of up to 32 vcpu and 256 GB of RAM are available subject to discussion with a technical specialist. What is the maximum amount of RAM per VM? 128 GB The standard maximum configuration is 12 vcpu and 128 GB of RAM. Additional offerings of up to 32 vcpu and 256 GB of RAM are available subject to discussion with a technical specialist. 7 7
VDC Dedicated Infrastructure Interoute offers dedicated compute resources, consisting of single tenant compute blades (a minimum of two is required) within a VDC zone. Dedicated clusters provide a process execution environment for a customer s virtual machines that is physically separated from other tenants of the VDC zone. VM provisioning When dedicated resources are used, the customer can deploy VMs in the normal manner using the UI or API, but will select an specially-assigned affinity group to access the dedicated hardware. For larger dedicated clusters, Interoute can provision a dedicated zone for the customer. Cluster provisioning Dedicated resources are provisioned by Interoute for a customer on request and are subject to additional terms. Interoute s technology supports High Availability for VMs deployed in clusters where the required capacity is available (the number of blades must be at least one greater than the number of blades required for capacity). Dedicated blade specifications & features The standard specification for a dedicated blade is as follows: Dedicated Blade Processor execution cores Processor Threads Processor GHz Processor Burst GHz RAM GB 24 48 2.3 3.1 512 Connectivity Redundant 10 Gb Processor threads allow an execution core to function as two logical processors. While some execution resources such as caches, execution units, and buses are shared, each logical processor has its own architectural state with its own set of general purpose registers and control registers. Processor bursting occurs in the background and allows the processor to automatically run faster than its rated operating frequency if it is operating below its standard limits of power, temperature, and current. The result is increased performance for both single threaded and multi-threaded workloads. 8 8
Compute Performance Interoute use the cloud analyst group Cloud Spectator to measure the performance of the Interoute VDC service. A number of benchmark tests are used to assess compute performance: System: performance factors including but not limited to the CPU, Memory and compilers of the service. CPU: processor focussed tasks to measure CPU performance factors. RAM: memory bandwidth tests. The following table details the performance you can expect on a per benchmark basis for our compute service: Test Benchmark Suite Test Variant Units Average Standard Deviation Coefficient Max Min System Geekbench SingleCPU Score 2196 43 2% 2242 2085 Geekbench MultiCPU Score 7361 123 2% 7534 7117 UnixBench SingleCPU Score 1738 146 8% 1725 1410 UnixBench MultiCPU Score 4723 70 1% 4790 4568 CPU Audio Encoding Single Core Seconds 21 1 3% 22 20 Video Encoding Multi Core Seconds 81 2 3% 84 76 Geekbench 3 Integer Geekbench 3 Integer Geekbench 3 Floating Point Geekbench 3 Floating Point RAM RAMSpeed/SMP Multi Core MiByte/ Sec Geekbench 3 MemScore Geekbench 3 MemScore SingleCPU Score 2627 79 3% 2689 2400 MultiCPU Score 9595 163 2% 9819 9227 SingleCPU Score 2039 40 2% 2080 1957 MultiCPU Score 7847 176 2% 8064 7587 7991 247 3% 8387 7606 SingleCPU Score 1652 39 2% 1707 1599 MultiCPU Score 1922 42 2% 1998 1869 9 9
VDC: IaaS - Storage The storage types available for the VDC service are: Root Disk EBS Data Disk EBS and SSD EBS Interoute Scalable Storage (vfiler) A virtual machine s system or root disk, to be used for the VM operating system. Persistent data storage for user applications and user data, based on physical magnetic disks or SSD. It can be deployed 'unprotected' or 'Protected' (SAN level snapshots in the same zone), or 'Mirrored' (local snapshots which are also replicated to a geographicallyseparate zone). Shared file or block-based storage using NAS (NFS, SMB/CIFS) and SAN (iscsi) protocols. This is an add-on service based on NetApp Storage Virtual Machine technology. Interoute Object Storage is an independent storage platform which offers resilient, scalable distributed storage to complement the storage types available in VDC. See: https:///object-storage. VDC data protection capabilities Snapshot Option: Interoute managed SAN level snapshots Customer managed VM Hypervisor snapshots Customer managed Storage volume snapshots Customer managed NetApp snapshots Managed by: Applies to storage type: Interoute Customer Customer Customer Data Disk - Protected Data Disk - Mirrored Root volume Root volume Data Disk EBS (magnetic and SSD) Data Disk - Protected Data Disk - Mirrored vfiler Managed through: By Interoute VDC Control Centre or API VDC Control Centre or API vfiler command line interface On demand Snapshots: Snapshot frequency: Snapshot retention: Not available Available Available Available Every four hours Can t be scheduled Customer defined Customer defined Four-hourly snapshots are kept for two days. Daily snapshot kept for a week. Weekly snapshot kept for 28 days. Customer defined Customer defined Customer defined Snapshot restoration: Roll back: By request ticket to Interoute Support Not available Customer controlled Customer controlled Customer controlled Available (with memory capture option) Not available Not available 10 10
Snapshot replication: Available Not available Not available Not available Application aware snapshots: Charge for snapshot storage: Not available Available Not available Not licensed Included in price of storage. Additional cost for storage used for snapshot. Additional cost for storage used for snapshot. Included in price of storage. The device offers storage for both data and snapshots. VDC storage key features Storage General Data disk EBS and SSD EBS EBS Mirrored How can I import data? What is the maximum size of a data disk volume? What is the availability of EBS data disk volumes? What is the maximum number of EBS volumes that can be attached to a VM? Can EBS data disks be used to directly create shared disk/storage i.e. storage that multiple Virtual Machines can access? Is the storage persistent or ephemeral? Is there an higher charge for SSD-based storage? Can I choose the mirror location for the snapshot? What is the availability of the EBS Mirrored service? Network data transfer or Physical shipment 2003 GB Deployable in all VDC zones 5 No, requires add-on Persistent No No Deployable in all zones except Istanbul, Singapore Data can be imported as standard via an Internet connection. Private (VPN) connections are available as add-on services. Also disks can be physically shipped to Interoute. Three zones have only SSD physical media: Istanbul, Singapore and Stockholm. Available with the Interoute Scalable Storage (vfiler) add-on. Magnetic and SSD storage are charged at the same rates per GB. Mirror zones are paired between predefined locations, for example: London to Amsterdam Amsterdam to Geneva Hong Kong to Geneva Paris to/from Berlin New York to London Please ask for further details. Not currently available in these three zones because EBS SSD does not support the Mirrored service. 11 11
and Stockholm. Can I enable a SAN block based iscsi storage protocol? Can I enable NAS file based NFS, SMB and CIFS storage protocols? SAN block based iscsi or NAS file based NFS or CIFS/SMB. Can these be used to create shared disk/storage? Interoute Scalable Storage (NetApp vfiler) Can I manage the vfiler aggregate (edit, delete, add)? Can I manage vfiler volumes (edit, delete, add)? No No To modify the aggregate available from the vfiler you need to raise a support Request Ticket. To modify the volumes created from the vfiler you need to raise a support Request Ticket. What is the maximum size of a vfiler volume? 50TB Multiple 50TB vfilers can be provided. Can I manage iscsi LUNs (edit, delete, add)? You can manage iscsi LUNs, iscsi initiator groups and mappings through the vfiler CLI. Can I manage Snapshots? List, edit, delete, schedule or restore snapshots. Can I manage SnapMirror? List, edit or delete SnapMirror relationships. Interoute Object Storage Are objects replicated?, three copies For the default region (EU) and default storage policy, object data are written to three geographicallyseparated data centres. What protocols are supported for accessing Object Storage? HTTP(S) and S3 Full Amazon S3 compatibility, supporting third-party S3 client tools. Are any encryption methods used? SSL for in-flight data; AES-256 is optional for data at rest. Is there a maximum size for a single stored object? 5 TB is recommended Please ask for technical advice about very large object sizes. Is there a maximum PUT size for a single upload?, 10 GB using the API Up to 10,000 part uploads can be used in a multipart upload. Is there a maximum number of buckets per account?, 100 This can be increased on request. 12 12
Storage Performance Using the iozone utility, Interoute has measured the operations per second for 4KB block size against file sizes ranging from 64KB to 16 MB. The test is repeated for 6 operations: write, read, re-write, re-read, random read and random write. The following graph shows the operations per second that you can expect to achieve for a root disk: The following graph shows the operations per second that you can expect to achieve for vfiler storage: 13 13
VDC: IaaS - Network Interoute VDC offers Infrastructure as a Service resources to the customer. Key to this is network control. For example, using the networking features native to VDC it is easy to deploy a basic load-balanced and firewalled web server farm, as in the following diagram: Advanced cloud-based topologies are possible by making use of the range of network types that are built-in to VDC: Local with Internet Gateway: Utilise the VDC native Firewall, NAT, Load Balancer and Internet connectivity capabilities. IPSEC VPN is also provided. Private Direct Connect: Use an MPLS WAN IPVPN network to integrate any number of VDC zones together. You can also include external MPLS IPVPN sites. Private Direct Connect with Gateway Services Egress: MPLS WAN network with the addition of outboundonly Internet connection; can be used when virtual machines require inter-zone connection plus continuous Internet access (for example, to access software repositories). Public Direct Connect (also known as an IPAC network): Dedicated Internet access network to be used for example when running a Firewall Virtual Appliance on the edge of your cloud environment. Local Private: local network without external connections to be used for instance to create 'demilitarized zones' as part of a multi-tier topology. The example scenario below illustrates a three tier topology. Resilient firewall appliances are allocated IP addresses directly on the Internet (using a Public Direct Connect network). A separate, isolated Local Private network is used to deliver a heartbeat network between the two firewall servers. Behind the firewall pair is a load balancer pair, balancing traffic to web servers that are dual-hosted. Each web server has one NIC on a storage network accessing storage based on shared iscsi LUNs. Private Direct Connect networks connect the VDC solution in the London zone with a backup system in the Slough zone. This enables asynchronous replication of data to the backup site, which acts as a standby site in case of failure in London. 14 14
The following table details the capabilities of the VDC network services: General Can I create multiple networks with VLAN segregation? LAN, WAN and Internet Access networks are all segregated from each other using VLAN tags. How is IP address assignment managed? Static or DHCP Virtual Machine vnic Can I control which networks each vnic resides on? What is the maximum number of vnics per VM? 7 What network throughput can be achieved per vnic? 3 Gbps Local Area Network Can I create my own isolated LAN networks? Can I specify the IP addressing scheme? Internet Access Can I use networks that have pure Internet access? '/29' size Public Direct Connect networks are available automatically. Larger networks are available on request. 15 15
How many public IPV4 addresses are included? Is the Internet breakout local to each region? 3 per region Each region gets 3 public IP addresses for Local with Internet Gateway networks. More public addresses can be supplied on request. Is IPV6 supported? On request Interoute supports IPV6 natively in the network and at MPLS level. A separate V4 to V6 gateway can be requested. Virtual Private Network Can I integrate VDC with my Interoute MPLS VPN service? Your existing MPLS network can be extended to include the VDC zones that you use. Can I use an MPLS VPN (RFC 2547) to network my VDC zones? Can I integrate VDC with other networks using IPSEC? On request Not currently available as a native VDC function. Can be requested. Can I integrate my managed hosting service with VDC? A new MPLS can be created or an existing one extended to connect VDC with other managed hosting networks. Can I integrate physical infrastructure with VDC? A new MPLS can be created or an existing one extended to connect your VDC resources with one of our data centres where your physical infrastructure can be colocated. Bandwidth What Internet bandwidth is included with the service? Fair usage policy applies Please see Schedule 2N for further information regarding the fair usage policy. What inter-zone bandwidth is included with the VDC service? Fair usage policy applies Please see Schedule 2N for further information regarding the fair usage policy. Traffic & Security Does the service include a native firewall? The VDC service includes a native firewall, which allows the configuration of IP address-based firewall rules, egress rules and port forwarding. Does the service include a load balancer? The VDC service includes a native load balancer, which allows the configuration of ports and algorithms. What throughput can be expected for the native firewall and load balancer? Up to 3Gbps 3Gbps throughput can be achieved. The more firewall or load balancing rules added the less will be the 16 16
Interconnect Can I use vendor supplied appliances? Does the service include an IPSEC VPN concentrator? Is DDoS mitigation included with the service? Is IPS included with the service? Is DNS included with the service? Can I directly connect with the VDC Network? Can I extend, using Layer 2, my existing infrastructure to VDC? No, add-on service No, add-on service No, add-on service No achievable throughput. Includes Check Point & Brocade. Please see CloudStore for a complete list The VDC service has a network function for native IPSEC termination. Available via the Interoute Connect service. Please contact us to discuss appropriate hybrid solutions. Network Performance The VDC internal network uses Interoute's own MPLS fibre network. The following table details the Round Trip Time latency in milliseconds between the VDC zones: Los Angeles New York Amsterdam Berlin Frankfurt Geneva London Los Angeles 63 135 148 142 149 130 152 159 136 130 165 148 180 149 178 New York 63 73 86 80 82 68 90 92 74 68 102 86 117 210 241 Amsterdam 135 73 14 8 18 6 26 17 9 6 30 13 44 180 194 Berlin 148 86 14 16 24 19 39 28 23 20 20 21 37 187 207 Frankfurt 142 80 8 16 10 13 25 10 9 14 33 6 37 173 203 Geneva 149 82 18 24 10 15 25 18 9 16 46 4 46 181 203 London 130 68 6 19 13 15 23 25 6 1 35 18 50 185 192 Madrid 152 90 26 39 25 25 23 24 17 23 54 29 61 197 212 Milan 159 92 17 28 10 18 25 24 19 25 42 15 38 181 211 Paris 136 74 9 23 9 9 6 17 19 7 38 13 45 181 196 Slough 130 68 6 20 14 16 1 23 25 7 35 19 50 185 192 Stockholm 165 102 30 20 33 46 35 54 42 38 35 38 56 209 222 Zurich 148 86 13 21 6 4 18 29 15 13 19 38 42 177 207 Instanbul 180 117 44 37 37 46 50 61 38 45 50 56 42 214 238 Hong Kong 149 210 180 187 173 181 185 197 181 181 185 209 177 214 30 Singapore 178 241 194 207 203 203 192 212 211 196 192 222 207 238 30 Median RTT latency measured by SmokePing on 2016-01-15; updated from Grafana 14-day average measures on 2016-11-28. Madrid Milan Paris Slough Stockholm Zurich Istanbul Hong Kong Singapore 17 17
VDC Appliance & Template Management Virtual appliance templates can be downloaded direct from the Interoute CloudStore, created from VM snapshots, or imported from vendor websites or existing cloud infrastructure. Templates Can virtual machine templates be created from snapshots? Can customers import their own virtual machine templates? Can templates with multiple disks be imported? Can templates be exported? What is the maximum template or ISO file size for uploading? What template formats can be imported? What hypervisor types are supported? What virtual appliance templates are supplied by Interoute? Can templates be deployed from CloudStore direct into VDC and immediately accessed? How often are the Interoutesupplied templates refreshed? 200 GB OVA ESXi Please visit for an extensive list Every 6 months, or as specified by vendor. Storage-level snapshots can be used to create new templates. A specific manual process needs to be followed. Please contact LiveChat for help. A support Request Ticket needs to be raised to export a machine image or template. If the ISO exceeds 200GB then it is recommended that the template is manually uploaded by Interoute. Other formats can be converted via a professional services request. 18 18
VDC Control Control of your VDC environment can be achieved through the VDC Control Centre GUI or API: Control Can the service be managed through an online portal? All provisioning and in-life management can be done through the Control Centre. Can the service be managed through use of an open API? Can I open a console window to the VM? Can I SSH/RDP to the VM? Will I get root/administrator access to the VM? All standard templates have a random password set at deployment, and this can be reset at any time. What API commands are available? For a full list of commands see the API command reference VDC Commercial & Billing The Virtual Data Centre offers two commercial models, Utility Service and Committed Service. For details see https:///pricing. Commercial Billing Is there a try before you buy option? Is there a benefit to making a longerterm commitment to using VDC? Is a real time billing report available? Are templates, ISO and snapshots charged for? Are there charges for a powered off VM? What is the minimum billing period for the service? Hourly See the Free Trial. Customers who commit to an agreed monthly spend get a percentage discount on their total spend; the discount percentage increases with length of commitment (minimum 6 months) and amount of committed spend. See Pricing. There is a charge for storage of resources. CPU, RAM and storage resources are charged for at all times. 19 19
VDC Platform The platform that enables the VDC service is highly resilient with redundancy at every level, built from enterprise grade hardware in our data centres. What physical data centres (VDC zones) is the service offered from? Amsterdam, Berlin, Frankfurt, Geneva, London (x2), Paris, Stockholm, Slough, Milan, Madrid, Zurich, Istanbul, Hong Kong, Singapore, New York, Los Angeles Please check for updates about new zones. Platform What resiliency do the data centres offer? What PCI-DSS accreditation do your data centres have? What hardware has been deployed? What Service Level Availability is offered for the VDC platform? The resilient architecture utilises industry proven best practices from TIA-942 and The Uptime Institute. Sections 9 & 12 of the PCI-DSS standard Service Provider grade hardware based on Intel Ivy Bridge processors 99.99% Each zone is a redundant high availability build. In the event of a hypervisor failure, virtual machines will under normal operation be replicated to an operational part of the zone. It is recommended that customers improve availability by building out in as many zones as practical, given that no charges are applied for movement of data between zones (subject to fair use limits). Interoute can provide advice on how to build systems across multiple zones. The certification exists for data centres but not currently for the VDC service. Please contact your Account Manager if you have specific requirements. As detailed in the VDC SLA Annex to Schedule 2N. 20 20
VDC Service Assistance and Support Assistance from Interoute's engineers is available Monday to Friday, 09:00 to 18:00 CET, via Live Chat (http://hub.interoute.com/access/vdc/help/chat.html). If there is an incident with the service whereby service degradation is observed or the SLA is breached then Interoute s Customer Support Centre (CSC) should be contacted to raise an Incident Ticket to track resolution of the incident. The CSC is available continuously, 24x7x365. Assistance - Trial Can I obtain assistance during a trial of the VDC service?, via LiveChat During trials the ONLY support available is through the LiveChat service. Contact the Customer Support Centre to raise an Incident Ticket: Support Full Service What support is available if the SLA is breached or service degradation is observed? Customer Support Centre via phone, web and e-mail. +800 4683 7681 (International Toll Free) +420 225 352 904 (Prague DDI) support@interoute.com hosting@interoute.com https://myservices.interoute.com The CSC is available 24x7x365. Assistance Full Service What assistance is available in trying to understand how to use or implement a specific aspect of the VDC service? LiveChat LiveChat gives you access to engineers to seek assistance in using the service. It is available 09:00 to 18:00 CET, Monday to Friday. VDC Professional Services Interoute VDC is configurable and customisable to a great extent using the VDC GUI (VDC Control Centre), VDC API, My Services portal, and CloudStore website. For example, virtual machine templates can be created from snapshots or imported from external sources. In addition to this, Interoute's technical experts are available to provide advice, and to build custom solutions in response to customers' requirements. Please make your initial enquiry through LiveChat, or speak to your Account Manager. Professional Services Can I purchase professional services to aid with design of cloud service? Can I purchase professional services to aid with import of data? Can I purchase professional services to aid with migration into VDC? Can I purchase professional services to aid with import of VM images? Further Information For product queries please consult your Account Manager. For further features and description of products, refer to the CloudStore website: http:// 21 21