Solution Pack. Managed Services for Virtual Private Cloud Continuity Service Selections and Prerequisites

Transcription

1 Solution Pack Managed Services for Virtual Private Cloud Continuity Service Selections and Prerequisites Subject Governing Agreement DXC Services Requirements Agreement between DXC and Customer including DXC Cloud Service Terms governing the Customer s purchase of services identified in this Solution Pack. Managed Services for Virtual Private Cloud Continuity Services, Release 9.4 ( Managed VPC Continuity ) Prerequisite Services Customer must purchase these Services prior to selecting the Services set out in this Solution Pack: Managed Services for Virtual Private Cloud Managed Services for Virtual Private Cloud - Security Features ( Managed VPC Security Features ) Managed Services for Virtual Private Cloud - Backup and Recovery ( Managed VPC Backup ) Mandatory Addenda Managed Services Acceptable Use Policy DXC Cloud Service Terms Glossary DXC Technology Page 1

2 Table of Contents 1. Statement of Work Introduction Scope of Service Replication Based Disaster Recovery Optional Services Support Services Disengagement Service Levels Overview Service Level Objectives Charges Charges Generally 13 DXC Technology Page 2

3 1. Statement of Work 1.1 Introduction This Managed VPC Continuity Solution Pack shall apply to each Order placed under it and will remain in effect unless it is terminated or expires in accordance with the Governing Agreement. In the event of any conflict or inconsistency between this Managed VPC Continuity Solution Pack and the Managed VPC Solution Pack, this Managed VPC Continuity Solution Pack will prevail with respect to the subject matter of this Managed VPC Continuity Solution Pack. General descriptions or references to particular services in this Managed VPC Continuity Solution Pack or elsewhere in the Agreement are subject to the more detailed descriptions below. Managed VPC Continuity Services are only available for purchase by Customers who have also purchased, and DXC will be obligated to provide Managed VPC Continuity Services only if Customer has purchased, all of the following Services for the servers, storage and other infrastructure for which Customer desires the Managed VPC Continuity Services: a. Managed VPC Services as described in the Managed VPC Solution Pack; b. File System Level Backups as described in the Managed VPC Backup and Recovery Solution Pack; and c. Database Backups for Managed Servers as described in the Managed VPC Backup and Recovery Solution Pack. Termination or suspension of all or any part of the Managed VPC Service for any reason shall automatically result in termination or suspension, respectively, of all (or in the event of a partial termination or suspension, the corresponding part) of the Managed VPC Continuity Services under this Managed VPC Continuity Solution Pack. 1.2 Scope of Service DXC will provide to Customer the Services described by this Statement of Work following submission of Orders. DXC will deliver Managed VPC Continuity Services on a Managed VPC infrastructure in accordance with the Managed VPC Solution Pack except where otherwise specified below. Customer will use the Managed Services Portal for Managed VPC Continuity Service to order Managed VPC Continuity Services. A complete list of orderable items available in the requested data center can be viewed in the Managed Services Portal for Managed VPC Continuity Service. 1.3 Replication Based Disaster Recovery DXC Responsibilities Discovery Phase DXC will do the following (in accordance with the Solution Design Document): a. Designate two (2) or more representative(s) as its principal point(s) of contact for the Discovery Phase. b. Collect requirements relating to Replicated Data Sets during the Discovery Phase. DXC Technology Page 3

4 c. Advise the Customer on: i. The amount of Replication bandwidth required to maintain the Replication Service Level objectives. ii. Connectivity solutions that are suitable for access to the Managed VPC Continuity Service Recovery Center. iii. The number of Process Servers required to maintain the Replication Service Level objectives Deployment Phase DXC will do the following (in accordance with the Solution Design Document): a. Designate two (2) or more representative(s) as its principal point(s) of contact for the Deployment and Operational Phases of the engagement. DXC may replace its representative(s) for any of the three Phases at any time and will so inform Customer. b. Deliver, install, configure and thereafter maintain the Replication Equipment within the Managed VPC Customer compartment(s). c. Perform technical tests as needed. d. Install Replication Agents. e. Configure Replication Recovery Environment for the Replicated Data Sets. f. Upon completion of the foregoing, commence operations (as described in Section below) Operational Phase After completion of deployment, DXC will do the following: a. Monitor and manage the Replication Recovery Environment, consisting of the Replication Equipment and Compute Resources, taking appropriate corrective action as reasonably necessary to maintain sufficient operational capacity and capability. b. Reconfigure the Replication Recovery Environment as needed to accommodate changes in Replicated Data Sets and other approved or permitted changes. c. Make the Managed Services Portal for Managed VPC Continuity Services available to Customer. DXC will provide portal usage instructions to the Customer Authorised Representatives as required. d. Increase or withdraw Replication Equipment and configure as needed to support increases or reductions in committed capacities and the size and number of Replicated Data Sets, as requested by Customer, and generally in accordance with the processes described above for deployment and below for disengagement. e. Review information and documentation furnished by Customer and consult with Customer as needed regarding the accuracy and completeness of the information and documentation. f. Conduct review sessions to consult with Customer s Technical Representative regarding issues and Incidents at such times and intervals as DXC deems advisable (or upon Customer s reasonable request). DXC Technology Page 4

5 g. Make Replication Equipment continuously available (apart from Maintenance Windows or essential repairs) for Replication of the Data Sets designated by Customer. h. Upon Invocation, designate a point of contact, set up and enable Customer s Replication Recovery Environment and make it available, together with any optional services selected by Customer in accordance with the procedures described by the Continuity User Guide. i. After Invocation, support Fail-Over of protected systems, using Replicated Data Sets as Customer s Primary Data and the Compute Resources. j. When the Managed VPC production environment is again operational, set up reverse Replication, install Replication Agents and, when ready to resume normal operations, set up forward Replication in accordance with the procedures described by the Continuity User Guide. k. Provide the security management services described by the Managed VPC Security Features Solution Pack Customer Responsibilities Discovery Phase Customer will do the following (in accordance with the Solution Design Document): a. Designate at least two (2) persons as its principal point(s) of contact for the Discovery Phase. The Customer will also need to designate a technical network representative able to discuss the design aspects of how the Customer will access systems once failed across to the Managed VPC Continuity Service Recovery Center. b. Identify the servers that will be protected by the Replication Based Disaster Recovery service and ensure the required data regarding those servers is provided during the data collection element of discovery. c. Provide support and assistance to DXC assigned Discovery Phase representatives so the volume of changed data over a day can be assessed and agreed for the servers that are to be included in the Replication Based Disaster Recovery service. d. Advise DXC of any specific external connectivity requirements the Customer application will require when failed over to the Managed VPC Continuity Services Recovery Center. e. If Customer access to the Managed VPC Continuity Service Recovery Center is not being provided by VPN over the internet, the Customer will provide a suitable network solution to provide this access. f. Ensure the Customer s applications are capable of meeting the technical requirements of the Replication Based Disaster Recovery service Deployment Phase Customer will do the following (in accordance with the Solution Design Document): DXC Technology Page 5

6 a. Designate at least two (2) persons as its principal point(s) of contact for the Deployment and Operational Phases of the engagement. In addition, Customer will designate at least two (2) Technical Representatives authorised to act for Customer concerning operational matters related to delivery of Services within the Deployment and Operational Phases which may include participation in periodic review sessions conducted by DXC as described in Section (f) above. Customer may replace its representative(s) for any of the three Phases at any time and will so inform DXC. b. Identify Replicated Data Sets and associated servers. c. Make skilled, knowledgeable technical staff available and provide other cooperation and support as reasonably necessary to perform Customer s responsibilities and cooperate with DXC Operational Phase After completion of deployment, Customer will do the following: a. Review and update Replicated Data Sets and associated servers as needed and at least semi-annually. b. Be responsible for resolution of any problems that involve activities within the Managed VPC Customer compartments specific to the data being replicated. c. Maintain configurations for its systems to permit access by the Replication Equipment. d. Coordinate software upgrades on relevant servers with DXC to ensure compatibility with Replication Agent software. e. Consult the Managed Services Portal for Managed VPC Continuity Services regularly (and at least weekly) to monitor the Replication environment, Replication targets, space usage and other pertinent information. f. Comply with Customer s security obligations as described in the Managed VPC Security Features Solution Pack. g. Provide an Invocation declaration following notice from DXC that a Force Majeure Event affecting DXC s performance of Managed VPC Continuity Services has occurred. h. Promptly inform DXC of any perceived difficulty with Replication or other aspects of operations, and of any material changes in Customer s environments that may affect Replication or other aspects of operations Recovery Rehearsals Upon Customer s request, given at least fourteen (14) days advance notice (and subject in all cases to the potential need to make staff, equipment and other resources available to perform recovery services and previously scheduled Rehearsals for other customers) DXC will schedule and conduct Rehearsals in accordance with its standard procedures then in effect, as disclosed in writing and made available to the Customer. Rehearsals are conducted during normal business hours at the relevant DXC facilities, at times reasonably determined by DXC, using Snapshot copies of Replicated Data Sets and an isolated network within the DXC facility in order to avoid disruption of normal data replication. DXC reserves the right to suspend or DXC Technology Page 6

7 cancel Rehearsals at any time, even while in progress, if equipment, staff and other resources are required in order to support recovery services to customers. After completion of a Rehearsal, DXC will provide a standard post-rehearsal report and, upon request, conduct a post-rehearsal conference call to review the results. If all or a portion of a Rehearsal is unsuccessful, it may be repeated (without additional charge if it was unsuccessful because of DXC s failure to perform its responsibilities) Maintenance Windows DXC may take the Customer s Replication Recovery Environment in the Managed VPC Continuity Services Recovery Center out of service during Maintenance Windows in order to perform regular maintenance, update or upgrade hardware or software, or for other similar purposes. Maintenance Windows are scheduled at DXC s discretion at times announced in advance. During Maintenance Windows, Replicated data will be retained temporarily on Customer s Replication Equipment. Buffered data is released after completion of the Maintenance Window. DXC reserves the right to withdraw equipment from service during Maintenance Windows, but will regularly advise Customer of scheduled Maintenance Windows and any material changes in their timing or duration. If Customer suffers a disaster during a Maintenance Window and Replicated Data Sets or equipment are then unavailable, DXC will make diligent efforts to complete maintenance then in progress as quickly as reasonably possible and make them available for performance of Replication Based Disaster Recovery service Limitations and Exclusions a. Recovery services are limited to Contracted Continuity Storage Capacity and Replicated Data Sets. b. Replication Based Disaster Recovery services are provided using shared infrastructure, staff and other resources maintained for use in Rehearsals and, when necessary, actual recovery for DXC customers generally. Resources are generally allocated on a first-come, first-served basis. Availability of sufficient capacity cannot be guaranteed, but if capacity is insufficient to meet recovery requirements of multiple customers (for example, following a major natural disaster or other catastrophe affecting multiple customers) DXC will use and allocate available capacity reasonably and impartially among similarly situated customers. Customer will cooperate with DXC to allocate available capacity among affected customers and will take reasonable measures, which may include (among others) shared use of facilities and equipment, substitution of configurations, and use of alternate DXC sites. c. Replication Based Disaster Recovery services include two (2) eight (8) hour business days for Rehearsals every twelve (12) months. Rehearsals aborted by DXC (for example, on account of disasters affecting other customers) do not count toward the foregoing limitations. Rehearsals are conducted during the normal business hours at relevant DXC facilities. Additional Rehearsals or Rehearsal time may be available at additional cost, subject to availability, as provided above. DXC Technology Page 7

8 d. Replication Based Disaster Recovery services include up to ninety (90) days of recovery service (that is, operation using the Replicated Data Sets as Customer s Primary Data and operation from the Compute Resources furnished under the Replication Based Disaster Recovery services) following an Invocation ( Period of Use ). e. Replication Based Disaster Recovery services exclude: (i) support for Customer s applications, operating systems, and end users; (ii) creation of test cases or providing test resources; and (iii) additional copying of data to any backup service or device, other than the Replication Equipment. Customer further acknowledges that during recovery operations, DXC provides no additional data backup or redundancy beyond what the Customer is required to purchase as a prerequisite for Replication Based Disaster Recovery services, as specified in Section 1.1. f. Customer acknowledges that data Replication is not instantaneous, but involves delays on account of the replication and communication technologies. DXC therefore has no responsibility or liability for data lost or corrupted on account of communications time lags or delays, such as data generated between the time of the last successful data Replication and the relevant Invocation. g. If a Force Majeure Event makes the Replication Equipment or the Managed VPC Continuity Services Recovery Center unavailable, DXC will promptly inform Customer and use reasonable efforts to restore operations in accordance with its corporate continuity plan then in effect. h. After Invocation, Service Levels do not apply until normal operations are restored. 1.4 Optional Services Upon request, through an Order or approved change, DXC will provide the optional services described below for the applicable additional Charges Additional Rehearsals Additional Rehearsals or Rehearsal blocks may be available at an additional Charge, upon Customer s request, subject to availability of resources Temporary Storage Customer may request additional Temporary Storage to be made available during Rehearsal or Invocation. This storage capacity will be made available only for the period of the Rehearsal or Invocation and is intended for the storage of transitory data. All data held in the Temporary Storage will be deleted at the end of the Rehearsal or Invocation. Temporary Storage will not be available during normal operations and does not form part of the replicated storage capacity Allocated Hypervisor An Allocated Hypervisor on an associate allocated server is available as an optional service for customers that have specific physical hardware requirements for particular recovered virtual machines to run on. These hardware requirements will specify either socket count, core count, or memory of the physical server enabling the Customer to meet specific application software licensing terms and conditions. DXC Technology Page 8

9 1.4.4 Hosted Active Directory Server If Customer requests this option, DXC will provide a virtual machine within the recovery environment to host an Active Directory Server in order to support complex Active Directory configurations (e.g. multiple domains and/or multiple sites) Additional Virtual Routing Instance Managed VPC Continuity Services provide as part of the core solution a single Virtual Routing Instance in the recovery environment. If Customer has more complex network requirements and needs multiple independent routers, Customer may purchase additional independent Virtual Routing Instances. These instances are made available during Invocation or Rehearsals and are not permanently active Additional Virtual Firewall Instance Managed VPC Continuity Services provide as part of the core solution a single Virtual Firewall Instance in the Invocation compartment. If multiple independent firewalls are required, Customer may purchase additional Virtual Firewall Instances. These instances are made available during Invocation or Rehearsals and are not permanently active Process Servers Additional Process Servers may be required to support the total amount of Customer Data to be protected. The number of total Process Servers will be determined by DXC and presented to Customer for their approval Customer Rehearsal Management Process Optimization DXC provides remote access to a DXC consultant certified by Disaster Recovery Institute International (DRII) and/or the Business Continuity Institute (BCI) to advise the Customer in areas related to planning and execution of business IT process testing on the recovered systems and evaluation of the results of these tests. DXC s standard list pricing applies based on the size of the engagement, which will also determine the maximum number of business days during which the DXC consultant would be available to the Customer. Additionally, DXC provides document templates for Customer internal use to assist the Customer in defining: (a) business processes to be tested subsequent to recovery; (b) Customer responsibilities related to testing business IT processes; (c) desired outcomes of business IT process testing; and (d) metrics used to validate successful testing of business IT processes. In support of this effort, the Customer will engage business process leaders who understand the Customer s business processes to be recovered and can contribute to defining these business processes and verification of testing processes and metrics to be applied. The Customer is responsible for execution against the defined processes during the Rehearsal and for gathering and recording test results IT Services Continuity Management (ITSCM) Workshop If this option is selected by Customer, DXC will facilitate an annual workshop, the purpose of which is to assess and document the Customer s current IT Services Continuity Management capability and compare this to industry best practice as described by the Business Continuity Institute (BCI) and Disaster Recovery Institute International (DRII) and within ISO DXC s standard DXC Technology Page 9

10 list pricing applies based on the size of the engagement, which will also determine the duration of the workshop. The workshop can be conducted virtually through use of teleconferencing or at the Customer requested location (subject to Customer s reimbursement of DXC s travel related expenses). The workshop will require active Customer participation as DXC deems necessary to determine the full scope of their ITSCM capability, which will encompass any third party providers of ITSCM/DR services/solutions. Following the workshop, DXC will provide a report that will document findings resulting from the workshop and is intended to highlight deficiencies in the Customer s existing ITSCM processes and to recommend remedial actions. This report is not, and may not be used as, an audit against ISO22301, ISO22313 or any Service management standard. 1.5 Support Services Liaison between DXC and Customer The Operations Center established for Managed VPC Services will be used to respond to inquiries, service requests, and reports of Incidents submitted by Customers through their Authorised Representatives and Technical Representatives related to DXC delivery of Managed VPC Continuity Services. Following are examples of how the Operations Center priority levels would apply for Managed VPC Continuity Services: Priority Description Examples Priority 1 Emergency event Production system outage or severely affected by Replication; requests for assistance during Fail-Over Priority 2 Business critical Replication stalled problem Priority 3 Degraded service Loss of a single Replication instance Priority 4 Priority requests Response to high-priority support questions (at Customer s reasonable request) High priority change request Priority 5 Routine Lower priority questions or change requests If an Incident reported to the Operations Center requires designation of the Data Copy as Primary Data, replication will be suspended until the production site has been restored and data has been re-synchronized Customer Data Erasure All Customer Data residing on DXC storage infrastructure contained within the Replication Recovery Environment, and used to deliver the Services during Rehearsals or normal operations, will be erased from the storage as part of the standard multi-tenanted storage array capability when returned to the storage pool prior to it being made available for use by other customers. If Customer requires a 3-pass security erasure of their data, this is available on request as a chargeable custom option priced on request and is not included as part of the standard service. DXC Technology Page 10

11 1.6 Disengagement Beginning ninety (90) days before Managed VPC Continuity Services are scheduled to expire, or promptly following issuance of a termination notice for Managed VPC Services and/or Managed VPC Continuity Services, DXC will have the following responsibilities. In case of partial termination, the following shall apply only to the portion of Managed VPC Continuity Services terminated, including related infrastructure. a. Discontinue activities associated with delivery of Replication Based Disaster Recovery, including discontinuation of all replication and erasure of all storage media. b. Give Customer notice that all operating systems and storage media have been erased at the Managed VPC Continuity Services Recovery Center as further described in Section DXC Technology Page 11

12 2. Service Levels 2.1 Overview This Section 2 describes Service Levels for Managed VPC Continuity Services, the manner in which they are measured and reported, and the consequences of Faults. 2.2 Service Level Objectives DXC will use commercially reasonable efforts to meet the following Service Level objectives: Recovery Time Objective Recovery Point Objective Replication Based Disaster Recovery Four (4) hours (measured from Invocation to operating system start) for up to 200 Servers (greater number of Servers may take longer). Fifteen (15) minutes for applications capable of recovering to latest point in time. For customers choosing Tag Recovery Point, the Recovery Point Objective will probably be longer with the exact time dependent on the customer s requirements and configuration choices. For Replication Based Disaster Recovery, Customer acknowledges that achievement of the Recovery Point Objective Service Level may depend upon network capacity and availability, the rate of change in Customer s data and other circumstances beyond DXC s reasonable control. The Recovery Time Objective relates to a single Invocation event; should multiple events occur simultaneously the recovery time could be longer. DXC will be excused from these Service Level objectives if the Customer does not have the number of Process Servers advised by DXC as required for meeting the Service Level objectives. DXC will not be responsible for providing Service Credits to the Customer in the event these Service Level objectives are not met. DXC Technology Page 12

13 3. Charges 3.1 Charges Generally Customer agrees to pay one-time Charges and recurring Charges applicable to Managed VPC Continuity Services expressly described by Section 1, (Statement of Work) of this Managed VPC Continuity Solution Pack when these Managed VPC Continuity Services are purchased in conjunction with Managed VPC Services. Customer remains responsible for all of its other costs and expenses related to receipt and use of the Continuity Services, including those related to Managed VPC Services. For the Replication Based Disaster Recovery service, Charges are based on the number, type and size of servers being protected and the amount of data being replicated. Charges are specified in the Customer s Order Service Charges Charges for Managed VPC Continuity Services will be based upon Customer s Contracted Continuity Storage Capacity, as reasonably estimated by DXC, based upon information supplied by Customer and DXC s current standard rates then in effect for relevant configurations, volumes, optional services and any one-time Charges. Charges will remain in effect until the end date specified on the Order. All Charges are payable monthly in arrears unless otherwise agreed or specified in writing Charges for Changes If, as and when, Customer s requirements change (e.g., due to changes in Contracted Continuity Storage Capacity, addition or withdrawal of optional services) Charges for Managed VPC Continuity Services shall be adjusted accordingly, at DXC s then-current standard rates (where applicable). DXC Technology Page 13

14 Solution Pack Revision History Offering: Managed Services for Virtual Private Cloud Continuity Service Solution Pack Version# Offering Release# Revision Date Section Reference(s) Description of Change V1.0 R Dec V1.1 R Dec-2016 All Conversion from Hewlett Packard Enterprise to Enterprise Services, LLC as contracting party. V2.0 R Apr-2017 All Conversion from Enterprise Services LLC to DXC Technology V2.1 R Jun V2.2 R Sep All Applied updates from Cloud Terms Glossary DXC Technology Page 14