Leap GIO Cloud Services Specifications

Transcription

1 1 Page

2 Revision History Revision DAR Record # Detail Initial issue Additional Leap GIO Private details and disclaimers Name of document change and document format update 2 Page

3 Contents I A. Scope... 5 B. Document Structure... 5 II. Services Outline... 6 A. Service Outline Service overview Service Structure... 6 B. Glossary... 6 C. Information to Be Provided by the Customer Leap GIO Private Leap GIO Public... 7 D. Information Provided to the Customer Server/Platform Contract Details System Code User guide... 8 III. Share Responsibility Model for... 9 A. Leap GIO Private... 9 B. Leap GIO Public IV. Terms and Conditions V. Feature Specifications A. Internet Protocol B. DNS Cache Server Terms of Use DNS Cache Server IP Addresses Notes on DNS Cache Server NTP server VI. Service Level Agreements A. Service Level Agreements (SLA) during normal operation and Disclaimers B. Service Level Agreements (SLA) during disaster recovery operation C. Uptime D. Service Response Time E. Common Disclaimers F. Bill Reduction due to Service Downtime Page

4 VII. Support Specifications A. Leap GIO Support Center General Issue Enquiry Commercial Enquiry Incident Service Request Prioritization Required Information for Enquiry B. Emergency Contact C. Maintenance Planned Maintenance Emergency Maintenance D. Precautions VIII. Applying, Changing, and Cancelling A. Lead Time Leap GIO Public Leap GIO Private B. Billing Start Time C. Minimum Contract Period D. Service Change E. Service Cancellation F. Required Reference Documents G. Disclaimers Page

5 I. A. Scope This document describes the service specification of services. B. Document Structure The consist of the following content: Leap GIO Public Service Specifications Leap GIO Private Service Specifications - Virtualization Platform List of common specifications shared by services. Described as online material. No paper material is prepared. Service Specifications provided to customers via VMware ESXi servers from LSA-owned Server Resources This document describes the common specifications for. For detailed information, refer to individual service specifications. 5 Page

6 II. Services Outline A. Service Outline 1. Service overview - Service is a cloud IaaS service whose Server, Network, and Storage resources are owned by Leap Solutions Asia co., Ltd. (here in after LSA ). In addition to provide Internet access, LSA also provides access services for closed networks. The Leap GIO Public service offers customers with Virtual Machines and on the other hand Leap GIO Private service offers customers with VMware Virtualization platform. 2. Service Structure - The Service consists of the following components: o Public Cloud - providing Virtual machines/servers o Private Cloud - providing VMware Virtualization Platform - This document describes the common specifications for virtualization platform. For detailed information, refer to individual service specifications. B. Glossary Terms System ID Description ID for verification purpose. the resource assigned to each customer at Leap GIO Support Center Reception 6 Page

7 Terms Cloud Cloud computing Hypervisor Virtualization Virtualization Platform IaaS Description Cloud computing is a new way of using computers centered on the Internet, in which various resources on a network can be used regardless of their physical location. A Hypervisor is a piece of computer software, firmware or hardware that creates and runs Virtual Machines. Virtualization is the technique of flexibly dividing and integrating the resources that computer systems are composed of, regardless of their physical structure. Through virtualization, it is possible to do things such as including one physical cable in multiple networks or dividing one physical server into multiple logical virtual servers. Virtualization system package including server, network, and storage. Especially provided by Leap GIO Private service. IaaS is an abbreviation for infrastructure as a service, in which infrastructure for operating systems is used over the Internet as a service. With IaaS, infrastructure including data center facilities, networks, and OS and virtualization infrastructure can be used as a service. An integrated HaaS/IaaS service is also available. C. Information to Be Provided by the Customer 1. Leap GIO Private - We may need to contact your operations manager(s) from time to time as part of our service operations. Fill in the contact information on the order form. To ensure efficient security, we only allow the operations manager that you have designated to contact LSA for support. - The type and number of contracted service components you ordered are to be provided on the configuration sheets for LSA centralized customer information purpose. 2. Leap GIO Public - Information are to be input online through our Leap GIO Public portal. 7 Page

8 D. Information Provided to the Customer 1. Server/Platform Contract Details - For all your contracted Virtualization platforms, your account information such as logins and passwords will be provided. 2. System Code - You will be provided with a unique code to distinguish service component or component that you have contracted. It will be used for identification purpose when authenticating your contract via the Leap GIO Support Center. 3. User guide - You will be provided with necessary basic guidebooks to use our servers/platforms. 8 Page

9 III. Share Responsibility Model for A. Leap GIO Private 9 Page

10 B. Leap GIO Public 10 Page

11 IV. Terms and Conditions - In order to use the Leap GIO Private Service, the customer needs to sign its quotation and return it back to LSA along with the General Terms and Conditions, the AUP (Acceptant use policy), and the Service Specifications (this document) which are also attached to the quotation. - On the other hand, Leap GIO Public is contracted online through the Public Cloud Portal. 11 Page

12 V. Feature Specifications A. Internet Protocol - For Service, only IPv4 is available. However, IPv6 may be provided in future versions of the service. For more information, please contact your LSA Sales Representative. B. DNS Cache Server - LSA provides a DNS cache server that can be used with your build up virtual machines for DNS lookups. - Reference: DNS content server functionality is not provided. Any necessary DNS forward lookup registrations with domain registrars must be performed by the customer himself. 1. Terms of Use - When the customer uses a DNS Cache server, the customer must subscribe to LSA Internet vlan and connect it to their Virtual Machines that are configured on vcenter. 2. DNS Cache Server IP Addresses - The host/ip address of the recommended DNS Servers are as follows: ns3.tcc-technology.com ns4.tcc-technology.com Notes on DNS Cache Server - The host/ip address of the available DNS cache server may change. We will notify our customers when this happens so that our customers can update the IP address setting of our DNS cache server. - In order to avoid the above case, we also recommend that you use a public DNS Cache Server. (For instance: Google Public DNS IP addresses and ) 4. NTP server - LSA recommends a NTP server that can be used with customers Virtual Machines for time reference. - Customers must subscribe to LSA Internet VLAN in order to utilize NTP Server. - The host/ip address of the recommended NTP Servers are as follows: 12 Page

13 time1.nimt.or.th time.navy.mi.th It is possible to other NTP servers instead of the ones provided by LSA. - LSA s NTP Server IP addresses are subject to change. Please note that any change of IP address for the NTP servers will be the sole responsibility of the customer. 13 Page

14 VI. Service Level Agreements A. Service Level Agreements (SLA) during normal operation and Disclaimers The service Level agreements and disclaimers for each service are defined as follows Function SLAs Disclaimers Leap GIO Public Uptime of Hypervisors running contracted virtual base servers, which includes the service facilities that runs the Hypervisors, is at least 99.99%. The following is required to run Hypervisors. Hypervisors must be able to provide power to virtual machines at all time. The following circumstances are exempt from classification as Hypervisor downtime with regards to the SLA. Software such as operating systems, middleware, and applications installed on Virtual machines are down due to causes other than Hypervisors being down. Virtual Machines that are down due to customer shutdowns of virtual machines operating systems regardless of intention or negligence. Customer Portal is down. Leap GIO Private At least 99.99% uptime together with the stipulation that two or more VMware vsphere ESXi servers shall not be down at the same time provided that at least two ESXi servers are included in the Leap GIO Private Service and that these ESXi servers are configured for redundancy. The following is required to run VMware vsphere ESXi servers. Power to the VMware vsphere ESXi servers must be available for use at all time. The following circumstances are exempt from classification as VMware vsphere ESXi server downtime with regards to the SLA. VMware vsphere ESXi servers that have not been configured for redundancy are down. Virtual machines created by customers go down after or during moves between VMware vsphere ESXi servers that are configured for redundancy. Virtual machines created by customers on VMware vsphere ESXi servers as well as their operating systems, middleware, and applications are down due to causes other than VMware vsphere ESXi servers being down. VMware vsphere ESXi servers being shut down by customers regardless of intention or negligence. Some or all integrated management servers (vcenter) are down. Remote Access and "vcenter Network" are offline. 14 Page

15 . If a customer changes the root password of vcenter or ESXi, LSA engineers will not be able to support and will not be responsible for the SLA.. In the case where a customer uses the backup storage instead of the production storage, if the backup storage failed, LSA will not be responsible for the SLA. The service Level agreements (SLA) report will be shown at the following link: B. Service Level Agreements (SLA) during disaster recovery operation The service Level agreements and disclaimers for each service are defined as follows Function SLAs Disclaimers Leap GIO Public Uptime of Hypervisors running contracted virtual base servers, which includes the service facilities to run the Hypervisors, is at least 99.00%. The following is required to run Hypervisors. Hypervisors must be able to provide power to virtual machines at all times. LSA will define the recovery priorities Minimum service description of recovering public cloud is recovering Hyper-V and customer's VM without monitoring, management portal, and backup service Time within which minimum service level must be established is 24 hours Time within which normal service level must be established is 3 days Leap GIO Private At least 99.00% uptime together with the stipulation that two or more VMware vsphere ESXi servers shall not be down at the same time provided that at least two ESXi servers are included in the Leap GIO Private Service and that these ESXi servers are configured for redundancy. The following is required to run VMware vsphere ESXi servers. Power to the VMware vsphere ESXi servers must be available for use at all times. LSA will define the recovery priorities by starting from customer using Disaster Recovery (DR) service. Minimum service description of recovering private cloud is recovering customer's vcenter and ESXi server with HIGH Priority without monitoring Time within which minimum service level must be established is 24 hours. In case customer is using DR service the minimum service level must be established within 4 hours Time within which normal service level must be established is 3 days. In the case where the customer is using 15 Page

16 DR service the normal service level must be established within 24 hours Customer should be responsible for the preparation of the connectivity to the DR site C. Uptime Uptime is calculated using the following expression: Uptime (%) = (1 Total Monthly Downtime (min) *1 / Total Monthly time (min) *2 ) x 100 *Values are truncated to two decimal points. *Monitoring issues with the Monitoring Center are included in the downtime. Such issue will be included in the downtime only if the issue was reported. *1) Individual instances of downtime that had a duration of less than one minute are not included. If 10 instances of downtime occurred that were each 0 minute 30 seconds in duration, the total monthly downtime is 0 minutes. If 10 instances of downtime occurred that were each 1 minute 30 seconds in duration, the total monthly downtime is 10 minutes *2) Total number of days in that particular month multiplied by 1440 (60min x 24h) D. Service Response Time - system response time is less than or equal to 5 (five) milliseconds with a minimum of 90% success ping transactions from Leap GIO Infrastructure to the ISP Internet Gateway. The response time is based on normal operation usage. E. Common Disclaimers - The following disclaimers are common to all components defined within the service level agreements. - Unless explicitly defined in specific service level agreements, the specifications of devices configuring servers and storage used by customers through the Service including but not limited to CPU, memory, capacity, bandwidth limits, and performance, and of network paths including but not limited to Internet, closed networks, private branch lines, and related network control equipment are not defined in service level agreements. Issues, faults, and performance degradation with any of these specifications/devices have no effect on service levels. - The following circumstance is not included in downtime: Downtime due to limitations on service, termination of service and suspension of service as defined in Leap Quotation, general Ts&Cs, Cloud service Specifications, and Acceptable Use Policy (AUP) Acts/events prohibited from being performed by contracting parties including but not limited to the following examples: Generation of significant traffic due to virus infections or unauthorized access of virtual machines created by customers. Network loops caused by transmission of multicast or broadcast packets due to network / system design or configurations lacking measures to prevent switching and routing loops. Attempts to take advantage of security vulnerabilities to gain unauthorized access to IIJ service facilities, to shut down service functionality, or to degrade service performance. 16 Page

17 Using hardware or software that generates significant amounts of traffic to attempt measuring service performance. Downtime due to events of force majeure. Events of force majeure including but not limited to the following examples: Social unrest, such as War, civil war, terrorism, and riots Natural disasters such as earthquake, tsunamis, volcanic eruptions, lightning, floods, snowfall, and falling rocks Obstruction of system operations due to Denial of Service (DoS) attacks Unauthorized Access F. Bill Reduction due to Service Downtime Bill reduction due to downtime of Service is defined as follows Conditions for Reduction Description Claim Requirement Required *Bill reductions due to service downtime are not performed automatically Fill in the Bill Reduction form given by LSA Note: Please contact your LSA sales rep. Claim Method System ID that experienced the SLA violation Reduction Information regarding the period, details and objective evidence of the SLA violation *1*2 condition Evidence of your redundant configuration in case of Leap GIO private Claim deadline On 15 th of the following month after the SLA violation Note: If that day is a non-working day, it will be on next working day. LSA will investigate the validity of the SLA violation regarding the received claim. If the Review of claim SLA violation is validated, the bill reduction described as follows will be processed. Bill reduction details Amount of bill reduction Invoice that receives the reduction 10% of monthly contracted fee for the month in which the SLA violation occurred regarding the Leap GIO Public or Private component that experience the SLA violation *3 Note: This reduction is applied to the monthly service fee for any optional services included with the applicable component The reduction will be applied on the invoice that is billed two months after the month where the SLA violation occurred *1: Inclusive of but not limited to Base Server System Log, Kernel dump, network interface Communication capture and your own Monitoring System Log. It also does not guarantee that these will be usable as information that unconditionally satisfies the requirement. *2: When LSA sends notification that shows indication of errors on Service Equipment and its impact on operation of the subscribed component, these may be usable as information that unconditionally satisfies the requirement. *3: After the violation has occurred, if the component is upgraded or terminated, and the amount of bill reduction is higher than invoice that receives the reduction, this bill is changed to the minimum charge of the previous service state. The bill reduction cannot be applied to fees other than the monthly service fee of the applicable components. Current month Next month Next 2 months Next 3 months SLA violation Within 15 days Deadline for request period for claiming bill reductions due to Service downtime About 10 days Bill reduction applies 2 months after the request, if the SLA violation is validated. 17 Page

18 VII. Support Specifications A. Leap GIO Support Center - The Support Center handles all enquiries regarding the use of the contracted service(s) by , except when the system is down, emergency calls will be used. Support Center is available in both English and Thai. 1. General Issue Enquiry Reception Hours Contact Information Type of Inquiry Supported Languages 24 hours a day, 365 days a year Phone: (+66) support@leapsolutions.co.th Service specifications Additional information on service content Other technical inquiry regarding the service English, Thai 2. Commercial Enquiry Reception Hours Contact Information Type of Inquiry Supported Languages 24 hours a day, 365 days a year Phone: (+66) sales@leapsolutions.co.th Changes, termination, and customized orders. General enquiries English, Thai 3. Incident Service Request Prioritization - The Incident Manager is responsible for ensuring that every incident and service request are prioritized. Priority consists of impact and urgency, has 5 levels, and is coded based on the following table: Impact High Medium Low Urgency High Medium Low Page

19 - The resolution time of an incident or service request depends on its priority code and is calculated as follows: Priority Description Target Resolution Target Service Desk Response Time code Time 1 Critical 1 hour 15 mins 2 High 2 hours 30 mins 3 Medium 4 hours 1 hour 4 Low 8 hours 2 hours 5 Planned 24 hours 8 hours Impact business impact of an incident or a service request: >50% of customers of each service are affected High Medium Low 20% - 49% of customers of each service are affected Urgency how quickly the business needs a resolution: < 20% of customers of each service are affected High Medium Low Immediately Security Incident In medium term system down or error with available workarounds In long term system error or request which is not impacting production System down or error without workarounds Note: Change of priority priority defined by a user can be overridden by the Service Desk upon LSA approval by the Service Level Manager. 4. Required Information for Enquiry Required information Your company name Your system administrator information Your system ID/Name that you contracted B. Emergency Contact - Please direct your queries to the Operation Management Personnel with whom you have been assigned as Administrator. Reception Hours Contact Information Type of Inquiry Supported Languages 24 hours a day, 365 days a year Phone: (+66) support@leapsolutions.co.th Failures in service infrastructure English, Thai 19 Page

20 C. Maintenance 1. Planned Maintenance - Planned maintenance will be conducted for the purpose of maintaining service quality and expanding, maintaining, and preserving equipment. For planned maintenance that will not result in service being suspended, no announcement will be made. If planned maintenance will impact use of the service, notification by regarding the scope of the impact will be sent one (1) week prior to the contact address registered as the administrator. In addition, after the completion of the planned maintenance, an will be sent reporting the results to all customers who were sent notifications in advance. 2. Emergency Maintenance - If it is determined by LSA that emergency maintenance is required for service equipment, LSA may conduct emergency maintenance without prior announcement (see below cases that apply). In this case, customers will be notified by after the maintenance is conducted. However, note that LSA will try to send notices for emergency maintenance when possible. - Emergency maintenance will be conducted in the following circumstances: When an emergency response is required for hardware failures even while service continues uninterrupted. When redundancy is lost due to service failure, and a suspension of service from multiple service failures that cannot be anticipated. When major security risks are discovered, and it is determined that an emergency response is necessary. When a security incident occurs, and an emergency response is necessary. D. Precautions - For security reasons, only pre-registered system administrators may contact Leap GIO support center. - Some or all functionality may be interrupted due to scheduled/emergency maintenance procedures. - After accepting delivery of the service(s), the customer is responsible for all matters concerning security vulnerability. 20 Page

21 VIII. Applying, Changing, and Cancelling A. Lead Time 1. Leap GIO Public - Leap GIO Public is handled automatically through the online portal. The average time for applying to Leap GIO Public is 1 hour. 2. Leap GIO Private - The time required for completion of the service provisioning does not include the day on which the corresponding request is received. The time period below represents the number of days from the business day following the day of receipt by LSA of an application form that contains all the required information. - The time required, from the application for the Service to the completion of the service provisioning, is as follows: Service Contract type Time until completion of the service provisioning Leap GIO Private New order 7 business days * The time required to start is an estimate based on our track record. It is not to be construed as a guarantee to deliver within the stated time period. - One time only free LSA's engineer to support data transfer by copying from HDD to Leap GIO Private. If additional data transfer is needed, LSA reserve the right to charge the customer. - LSA's engineer will support data transfer during working hours and business days only. If LSA engineer is needed during off hours, LSA reserve the right to charge the customer. - The process, from service application to the start of service, is described below: 21 Page

22 1 Service application 2 Registration of customer information 3 Contract procedures 4 Disclosure of information and documentation 5 Notification of service registration completion 6 Start of service - The following information will be sent to the customer via (or other means if needed): LeapGIOCloud_ServicesSpecifications LeapGIOPrivate_ServicesSpecifications LeapGIOPrivate_ConfigurationSheet LeapGIOPrivate_OrderSheet LeapGIOPrivate_RemoteAccessGuide LeapGIOPrivate_UserGuide LeapGIOPrivate_ProjectCompletionReport (To be returned signed to LSA after review) - The time required to change/cancel a service varies by service and does not include the day of the request acceptance. The time period below represents the number of days following the receipt by LSA of a complete application form. - The time required to change/cancel a service is as follows: Service Contract type Time required for change or cancellation of service LEAP GIO Private Service *1) Change *1) based on each service *2) Cancellation One business day *1) Time required to change administrator details is 3 business days *2) Time required is referred in details in service specification B. Billing Start Time - The billing start time begins on the day the service becomes available. Please refer to the specifications for each service for more details. 22 Page

23 C. Minimum Contract Period - The minimum contract period for Leap GIO Private is 1 month. D. Service Change - If a change to order additional services/items is needed, a new quotation is sent to the customer and needs to be signed and returned back to LSA. E. Service Cancellation - If a change to terminate any contract services/items is needed, a request using our stipulated cancellation/termination form is required by LSA. - After the day of termination, it will no longer be possible to log in to the service or to recover any data. F. Required Reference Documents - LSA general T s & C s - LSA quotation precaution G. Disclaimers - This document is not intended to guarantee that the service will always be available for use. 23 Page