Introduction... 2 Service Options (Scope)... 2 Service Operations... 2 Implementation Plan and Timeline... 2 Service Support... 3 Customer Operations... 3 Network Operations... 3 Availability... 4 Business Hours... 4 On-Call Hours... 4 Incident Categorization & Management... 4 Problem Management... 5 Event Management... 6 Major Incidents / Outage Response Process... 6 Business Continuity... 7 Change Requests... 7 Simple... 7 Normal... 7 Complex... 8 Critical Success Factors... 8 Billing and Costs... 8 Authorization... 8
Introduction Private Cloud is intended to provide Green Cloud Customers and Partners with a single-tenant architecture with dedicated or shared storage, dedicated computer (CPU and memory) and private network bandwidth and connectivity options. In this environment, the end-user maintains full control so that resources can be reallocated on demand while maintaining speed, performance, and availability in the Green Cloud infrastructure. Green Cloud is solely channel focused and will only sell products and services through an authorized partner. Service Options (Scope) Unless otherwise stated, only the work and products outlined in the Scope section below are covered under this. Ancillary products and services can and will be charged separately through additional Proposals, Work Orders, or addendums. The initial Proposal products and/or pricing may need to be adjusted following the discovery or implementation phases, in order to meet Service Level Objectives for the product. All of Green Cloud s provisioning and support is to be performed remotely and as such, access to the customer premise will not be necessary. The primary objective of Private Cloud is to provide the end-user with dedicated virtual server resources and the ability to manage a customized cloud infrastructure. The Service Options for the product are: Choice of ESXi host resources, in the following sizes: o 2 Sockets, 16 Cores, 192GB Memory o 2 Sockets, 16 Cores, 384GB Memory o 4 Sockets, 32 Cores, 1TB Memory o 4 Sockets, 48 Cores, 192GB Memory Choice of dedicated or shared SATA, SAS, or SSD (Archival, Standard, or Premium) storage Options for Microsoft OS and VMware licensing Professional Services available for equipment monitoring and VMware environment management Standard customer service and frontline technical support included (Professional Services available) Service Operations Implementation Plan and Timeline Green Cloud will install dedicated equipment and provision ESXi hosts as ordered. Additionally, Green Cloud will install and activate Windows or VMware software/applications as requested by the Customer and/or Partner. Green Cloud may also install dedicated networking and security equipment (per the Networking and Security product options selected in the Work Order). NOTE: Delivery timelines for Private Cloud are heavily dependent on vendor delivery timeframes for hardware. The Partner/Customer responsibilities for Private Cloud include management of the software applications and networking infrastructure once provisioned, and following written procedural documentation provided by Green Cloud. 2
Duration Milestone/Requirement Responsibility Sales Order Private Cloud Design Review Draft Partner, Customer, GC Channel Manager and GC Cloud Services 2-5 days Statement of Work Draft GC Cloud Services 2-5 days Engineering review/approval of Design and Statement of Work GC Engineering * SOW Approval Partner / Customer 1-3 days Equipment Ordered GC Engineering * Equipment Delivery Equipment Vendor 5-10 days Equipment Installation Network, Application, and Hardware Configuration 1-2 days* Finalization, Verification of Remote Access Green Cloud Operations Partner / Customer and Green Cloud Operations *some timeline estimates dependent on Partner/Customer scheduling, underlying contracts with equipment vendors, and availability of dedicated hardware resources NOTE: The timeline outlined above assumes there is no delay in communication between high-level milestones. There are several end-user requirements outlined in the Onboarding Procedure which require sign-off, validation, or on premise action and may delay Green Cloud from satisfying the requirement within the expected duration. Service Support Green Cloud Operations will address and manage all customer service needs: new customer provisioning, existing customer change requests, customer incidents and customer problems. The Service Operations function is also responsible for management and resolution of system and network related alerts and events. Customer Operations The Customer Operations role satisfies all customer technical support incidents, customer change requests, and normal and standard new order provisioning. Network Operations The Network Operations role addresses and resolves customer problems escalated from Customer Operations and also manages the customer network infrastructure. They partner with the Engineering team to insure that all network service level objectives are met. 3
Availability Service Operations management is located at 411 University Ridge, Suite 201 in Greenville, South Carolina. The Service Operations function is accessible to Partners and Customers via two methods: e-mail, and telephone. The Service Operations e-mail address is support@gogreencloud.com The telephone number for Partners/Customers is 877-465-1217. Business Hours The Customer Operations group will staff a centralized support desk to handle all requests and order provisioning during defined business hours. These hours are currently defined as Monday through Friday, 8:00am until 6:00pm Eastern time. New customer provisioning and change requests are handled during this time. On-Call Hours Outside of Business Hours, the Green Cloud Operations group will staff at least one (1) technician to answer incoming telephone calls and respond to email requests for urgent service impacting incidents. NOTE: new customer provisioning and change requests are deferred until start of next business day. The use of automated on-call paging is leveraged after business hours and weekends to insure 24/7 availability for service impacting Incidents. Unscheduled normal or standard service changes or unscheduled service provisioning requests are not typically completed outside of business hours, at Operations management s discretion, unless otherwise arranged through Professional Services or Statement(s) of Work. Incident Categorization & Management The Operations Manager is responsible for real-time assessment of new, unassigned customer requests and incidents in the incident management system. This team member will prioritize, categorize, assign, and update new incoming requests to be best handled by Customer Operations. Ticket Creation Customers are to email or phone the Operations group to have a new incident or change request created. System Events generating alerts from monitoring applications are automatically tracked in the ticket management system. Ticket Categorization (Type, Status, & Priority) Request Type Event system generated alert indicating possible impact to customer service Incident record of impact to customer service as reported by customer or monitoring systems Problem an impact to customer service with no currently known resolution Question a general inquiry resulting in no service or account information change Customer MACD request to modify or deliver new products Billing request related to invoicing or payments 4
Status Open issue or request is currently being addressed or awaiting work from an agent. Pending issue requires work from an agent, but later time (or the issue is not service impacting) Waiting on Customer the agent can perform no further work until the Customer responds Waiting on Third Party the agent can perform no further work until the Third Party responds Resolved the incident has been remedied and tested by Green Cloud, but not yet confirmed Closed - the incident has been confirmed as resolved and no further action is needed Priority Low o Incidents -- No service impact o Requests No required completion date/time Medium o Incidents/Problems - Less than 50% service impact o Requests - Completion date/time more than 24 hours High o Incidents/Problems - More than 50% service impact, but some services working o Requests - Completion within next 24 hours Urgent o Incidents/Problems - All services down o Requests - Immediate requested completion Service Level Objectives A designated member of the Operations team will be responsible for real-time assessment of new, unassigned customer requests in the incident management system. This team member will prioritize, categorize, assign, and update new incoming requests to be best handled by Customer Operations. Priority Response SLO Resolution SLO Urgent 15 minutes 1 hour High 30 minutes 4 hours Medium 1 hour 1 day Low 2 hours 2 days When an SLO target is violated, a notification is immediately delivered to management to prompt action. All service change requests have priority Medium by default. Problem Management Incidents received by the Customer Operations group which have no known resolution are created as Problem tickets and handed off to the Network Operations group for acknowledgement, categorization, and root cause analysis. Network Operations will engage external vendors not only for problem reporting, but also to identify and rectify provisioning or networking errors. 5
Problems which are customer impacting and require analysis from external vendors will be submitted to the vendor within one (1) hour of receipt Problems which require root cause analysis and are not customer impacting will be submitted to the vendor within four (4) hours of receipt Problems which require provisioning or networking changes will be submitted to the vendor within twenty-four (24) hours of receipt The Green Cloud Network Operations engineer must request and obtain a vendor tracking number for the issue and record that tracking number in the related problem management system. Regular requests for update and receipt of information must also be recorded, if received separately from the problem management system. Event Management Alerts reported by Green Cloud systems and equipment are documented, detected, filtered, logged, and tracked in a centralized database. Each new incoming event is automatically assigned a severity code based on the threshold reached. Those severities are: Debug, Informational, Warning, Error, and Critical. Each member of the Network Operations team has access to the database and all events with severity of Warning or higher will send email notifications to engineers and management. Events are categorized by class and by various components of the device that is monitored. When a new event comes in to the Event Console, a NOC engineer acknowledges, triages and assesses the event and its current and potential future impact. Alerts with immediate and known customer impact may subsequently generate Incidents in the Incident Management System or invoke the Outage Response Process. Alerts with limited or no immediate customer service impact and low severity are classified and appropriate correction action taken and tracked in Network Operations Change Log. Monitoring system is highly available due to the underlying infrastructure (HA features). Environmental data is monitored and recorded for each device where available. Monitoring system is currently configured to poll infrastructure devices at 5 minute intervals. All event and monitoring data is stored perpetually. Major Incidents / Outage Response Process Major Incidents, or outages, are defined as system events that have an impact to Green Cloud service for more than one customer. Outages are categorized based on the breadth of the impact as well as the type of services impacted. Customer Operations personnel are to follow the Outage Declaration and Management process and adhere to communication policies set forth therein. Identification When an outage scenario is discovered, Operations personnel are to immediately notify the impacted customer base via updates to Operational Status web site: http://status.grncld.net Partners and Customers can subscribe to receive alerts and notifications for Network Events and Network Maintenance. 6
Categorization A member of Operations Management will be responsible for determining the severity of the issue and initiate the Outage Response Communication Process. White - Impacts only a small percentage of total customers and issue is isolated to a single network or equipment failure Yellow - Impacts less than 50% of total customer base *OR* issue is isolated to only one service. Unknown amount of downtime, but Network Operations and/or Engineering agree that cause is known. Orange - Impacts 50% or more of total customer base *OR* issue is not isolated to one service. Unknown amount of downtime and cause/resolution is not known. Red - Impacts 75% or more of total customer base *OR* issue causes customer inability to contact Green Cloud (e.g. email, web and telephone services are down) Communication Process Both internal and external updates will be provided at pre-designated time intervals (refer to matrix below), depending on the severity, via approved communication methods only. Customer/Partner Communications White Yellow Orange Red Update status.grncld.net Y Y Y Y Frequency of Updates n/a 120min 60min 30min Proactively send RFO N N Y Y Management follow-up N N Y Y Business Continuity In the event that the end-user determines it is necessary to initiate a business continuity action, there is an immediate need to contact Green Cloud. The partner/customer will reach Operations Support at 877-465-1217. Green Cloud will maintain hardware sparing such that failed components can be replaced by next business day. Issues following the above actions are to be referred to Green Cloud Operations via the Incident Management process (e.g. support@gogreencloud.com and/or 877-465-1217) Change Requests Simple A simple change request is defined as an Add, Change or Disconnect which has no complexity or significant modification to monthly recurring charges. A normal change request can usually be completed within 1 hour of receipt and does not require customer re-design or end-user scheduling. Simple change requests have an associated one-time $25 non-recurring charge. Normal A normal change request is defined as an Add, Change or Disconnect which requires some level of complexity and has either significant modification to monthly recurring charges (+/- 25% MRC) or requires customer re-design or end-user scheduling. 7
Simple change requests have an associated one-time $150 non-recurring charge. Complex A complex change request is defined as an Add, Change or Disconnect which requires pre-approval due to service re-design and will invoke professional services for project management and scheduling. Custom Statements of Work are required for Complex change requests. Complex change requests have applicable charges outlined and approved via Statement(s) of Work. Critical Success Factors 1) Availability of dedicated ESXi host(s) with prescribed resources 2) Remote access to Private Cloud resources verified by Green Cloud and confirmed by Partner and/or Customer 3) Requested software/operating systems running without error at time of environment delivery Billing and Costs Standard product and service costs are outlined in Schedule A of the Partner s agreement with Green Cloud. Adjustments to pricing must be coordinated through Partner Support and/or the assigned Dealer Manager. Work deemed out-of-scope may require an associated Professional Service engagement or one-time non-recurring charge for additional labor. Those standard rates are listed below for reference: Professional Services Rate Schedule Consultation Time (per hour) $125.00 Data Import up to 1TB $175.00 5TB increments $100.00 Managed Router/Firewall (per router) $100.00 Service Change Fee - Normal $150.00 Service Change Fee - Simple $25.00 Smart Hands (per incident) $50.00 Authorization <<PARTNER/CUSTOMER>> Green Cloud Technologies Signed: Signed: Title: Date Signed: Date Signed: 8