1. DescriptionoftheService.
TheContractorwillprovideBackupasaService(BaaS)forservershostedontheIaaS platform,emaildatafromOffice365and,asrequired,devicesonTheCustomer’spremises.
TheBaaSsolutionwilloffer:
• InstantSingle/MultiServerRecoveryforallservershostedonTheContractorsIaaS platform
• RansomwareProtection
• FlexibleDataRetention
• DataEncryption
1.1ServiceProvision
TheContractorwill:
a. ProvideTheCustomerwithastablebackupplatformtoprotectTheCustomer’s data.
b. EnsurethatTheCustomer’sbackupdataisprotectedfromunauthorisedphysical accessinlinewithTier3datacentrestandardsasdefinedbytheUptimeInstitute.
c. EnsurethatTheCustomer’sbackupdataisencryptedandisolatedtoprotectfrom unauthoriseddigitalaccess.Softwareutilisedinthisserviceisprovidedbyand subjecttothirdpartyterms&conditions.
d. SupportandmaintaintheunderlyingITinfrastructureoftheplatformwhichincludes allstorage,server,andnetworking.
e. Tosupporttenantsoftheplatformwitha‘servicedesk’,accessibleviatelephone andemailwithqueries,problemsorincidentsrelatingtotheplatform.IfThe
CustomeralsosubscribestoTheContractor’smanagedservicedesk,pleasereferto theITILalignedpoliciesandproceduresdetailedintherelatedsection.
f. Toprovide(whererequired)specificreportingandevidenceinrelationtoThe Customersystems,performance,andconsumption.
g. ToprovideadvisoryservicesenablingTheCustomertotakeadvantageofincreased efficiency,reducedcosts,andimprovementsinservice.
1.2 ScheduledMaintenance
a. ScheduledmaintenanceofTheContractor’shostedplatformdoesnotinnormal circumstancesrequiresystemdowntime.
b. Wheredowntimeisrequired,serviceshallnotbeguaranteed,andallSLAsare suspendedduringthisperiod.Wheredowntimeisrequired,TheContractorwill endeavourtocarryoutthisactivitybetween23.00localtimeand07.00localtime (GMTorBSTasapplicable),MondaythroughtoSunday,butreservetherightto carryoutmaintenanceoutsideofthesehoursshoulditbenecessary.
c. AllscheduledmaintenanceworkwillbenotifiedtoTheCustomerviae-maildetailing worktobecarriedoutandthepossibleimpacttoTheCustomersServices.Such notificationswillbegivenatleast48hourspriortothemaintenancebeingcarried outandTheContractorwillendeavour,whereverpractical,nottoschedule maintenanceworkmorethanonceperweek.
d. Where,inTheContractor’sreasonableopinion,anemergencyexists,TheContractor alsoreservestherighttocarryoutemergencymaintenanceoutsidethisperiodand withoutthenormalnotificationprocess.
2. InfrastructureServiceLevelsrelatedtoBaaS
2.1
DescriptionoftheService
TheContractorwillprovidehostedServicestoensure99.9%uptimemeasuredovera90dayperiod. OnlyasystemsfailureknowntoTheContractorwhichemanatesfromthe hardwareandhypervisorlayersdeliveringtheCloudPlatformservicewillconstitutea failure andbecoveredbythisSLA,subjecttothefollowingexclusions:
• PowerInterruptionsbeyondthecontrolofTheContractor
• CatastrophiceventoutsideofthecontrolofTheContractorrenderingtheData Centreinoperable.
• DenialofServiceattacktargetingtheDataCentreinfrastructure.
• ZeroDayvulnerabilities.
• Aflawintroducedinthird-partycodethataffectsthestabilityofTheContractor’s hostedplatform.
2.2
SupportResponseDefinitions
EachsupportcategoryandtheirexpectedresponsetimesarebasedonPriorityLevels definedasfollows:
Priority1:
Priority1isanerrorisolatedtotheMETCLOUDIaaS(as-a-Service)infrastructurethat renderstheserviceinoperativeorcausestheservicetofailcatastrophicallyi.e.,major systemimpactorsystemoutage.ThisissuemustberesolvedbeforeTheCustomercanuse theservice.AllPriority1issueshavenoworkaround,andTheContractorandCustomershall workcloselytogethertoresolvetheerrorassoonaspossible.
Priority2:
Priority2isanerrorisolatedtotheMETCLOUDIaaSInfrastructureandMulti-Tenant serviceswhichcausesaseriousimpairmenttoacriticalfeatureoftheService,butwhere overallfunctionalityisnotinterrupted.Usually,aworkaroundisavailableforthistypeof issue,butsuchisnotalwaysthecase.
Priority3:
Priority3isanissuethatcausesthefailureofanon-criticalaspectoftheinfrastructureand multi-Tenantserviceandasatisfactorywork-aroundalreadyexists,butthepresenceofthis issuewillresultincustomerdissatisfaction.
Priority4:
Priority4isanissueofminorsignificancewhichresultsinaslightvariancebetweenthe servicesprovidedandtheservicespecified.
2.3 METCLOUDPlatformServiceInterruptionPriorityLevels
Aservicefailurewillbecategorisedasfollows: METCLOUD PlatformService Interruption PriorityLevels
Priority1
Priority2
Priority3
Priority4
Initialcontact followedbySystem Status communications Within15minutes
Initialcontact followedbySystem Status communications Within30minutes
Initialcontact followedbySystem Status communications Within60minutes
Initialcontact followedbySystem Status communications Within120minutes
Updateeach30 minutesviapreagreed communication method
Updateeach60 minutesviapreagreed communication method
Updateeach120 minutesviapreagreed communication method
Updateeach180 minutesviapreagreed communication method
2.4ResponseScheduleforServiceInterruptions
a. ForPriority1and2issuesarootcauseanalysisresponsewillbeprovidedwithin14 daysfromthesuccessfulresolutionoftheincident.
b. TheContractorwillcontinuallymonitorallhostedservices.
c. TheContractorwillinformTheCustomerassoonaspracticable(viapre-agreed communicationmethod).
d. ShouldTheCustomersuspectperformanceoravailabilityissuesthen,TheCustomer mustreportitpromptlytoTheContractorviapre-agreedcommunicationmethod. Thefaultwillbeloggedwithintheticketingsystemfromthatpointandrelevant actiontakeninaccordancewiththetermssetoutintheagreementandthis SLA. Thefaultwillbeloggedwithintheticketingsystemfromthatpointand relevantactiontakeninaccordancewiththetermssetoutintheagreementand thisSLA.
ResponseProcedures Time
A
EstablishPriorityandimpactoftheoutage Within15minutes
B Troubleshootandtakenecessarystepsto resolvetheproblem.Wherefaultisatthe applicationlayer,notifyCustomerimmediately. Whereavailable,instigateapplicablefailover systemsfollowingagreedprotocols(seebelow)
Within30minutes
C Ifoutageisduetoamajorhardwarefailure, thenitmayberequiredtoreplacethefaulty component Within30minutes
D Recordfaultandverifyresolutionoftheoutage Within24Hours
