Virtual IT Infrastructure Hosting (dedicated or shared) Solution Overview
Contents Introduction ............................................................................................................................................................................ 3 Key Solution Benefits .............................................................................................................................................................. 4 Oxygen's Virtual Infrastructure highlights: ............................................................................................................................. 4 Technical ‐ Solution Summary ................................................................................................................................................. 5 Virtual Hosting Environment – the Physical Layer .............................................................................................................. 6 Backups ............................................................................................................................................................................... 6 Virtualization Services ......................................................................................................................................................... 6 Virtual Resources ................................................................................................................................................................ 7 Virtual Machines / Servers .................................................................................................................................................. 7 Network Topology ............................................................................................................................................................... 8 Firewalls .............................................................................................................................................................................. 8 Network / ISPs ..................................................................................................................................................................... 8 Our Bermuda Data Centre location and facilities ................................................................................................................... 9 TBI : Data Centre facilities – specification ......................................................................................................................... 10 Our U.S. Data Centre location and facilities .......................................................................................................................... 11 The Planet : Data Centre facilities – specification ............................................................................................................ 13 Service Management ............................................................................................................................................................ 15 Service Architecture .......................................................................................................................................................... 15 Incident Management ....................................................................................................................................................... 16 Helpdesk + ......................................................................................................................................................................... 16 Availability & Security Management (including Patching and Updates) .......................................................................... 16 Ops Manager ..................................................................................................................................................................... 17 Service Level Management ............................................................................................................................................... 17 Change Management ........................................................................................................................................................ 17 Shared Virtual Hosting – eOffice ........................................................................................................................................... 18 Other Oxygen Services & Solutions....................................................................................................................................... 19 Oxygen’s Management Team ............................................................................................................................................... 20
Introduction Cloud Computing represents a revolution in how IT is delivered. Using Citrix coupled with VMware Virtualisation technologies there is no need to install local software or upgrade your desktops and laptops. Organsations can benefit from full enterprise grade collaboration features, share documents, calendars, address books and much more. In today’s cost conscious market many businesses are looking for ways to streamline how IT is delivered to end users and to find ways to reduce the often significant overhead of supporting and maintaining individual desktops and laptops and the business applications they run. For those organisations operating servers on their premises many will recognise that keeping them up to date, upgrading hardware, desktops and laptops to run the latest applications is both time consuming and costly. Throw in floor space, depreciation and power consumption and you have bottom line costs that many can’t quantify. Typically, organisations can expect up to 40% reduction in their IT spend when adopting a virtual model for the delivery of their IT Services.
Key Solution Benefits
Enterprise grade IT infrastructure
Consolidate multiple physical servers – recover space, power costs and still have the ability to expand – on demand
Significantly reduce your costs in managing, maintaining and upgrading your IT equipment
Positions IT to support your business continuity plans
Reduced Cost ‐ Cloud technology is paid incrementally based on usage, saving organizations’ money.
Increased Storage ‐ Organizations can store more data than on private computer systems.
Highly Automated ‐ No longer do IT personnel need to worry about keeping software up to date.
Flexibility ‐ Cloud computing offers much more flexibility than past computing methods.
Greater Mobility ‐ Employees can access information wherever they are, rather than having to remain at their desks.
Allows IT to Shift Focus ‐ No longer having to worry about constant server updates and other computing issues, organizations will be free to concentrate on innovation.
Oxygen's Virtual Infrastructure highlights:
Clustered Vmware Enterprise Architecture
Storage Area Network
Latest Quad Core Xeon 5500 64bit chipsets
Clustered Checkpoint Firewalls
NAS and tape based backups
Enterprise Cisco ASA Network
Technical ‐ Solution Summary The following sections describe the ‘Technology Stack’, each integrated layer of the technical solution as highlighted in diagram below is described in more detail in the following sections:
Virtual Hosting Environment – the Physical Layer
The Oxygen virtual hosting environment is housed within the datacenter in a private rack. Clustered HP DL380 E5520 servers featuring Quad‐Core 2.26Ghz processors, 64bit OS support, up to 192 Gb per server. Data is stored on Raid 5 configured HP MSA storage providing high availability 4TB of usable space per device.
Backups Oxygen provisions backups via dedicated backup servers hosted in parallel to the virtual hosting environment. All backups are shipped to a separate server and backup schedules can be customized. In addition to data level backups, system snapshots can be taken in order to provide whole system backups. Quantum LTO 16 tape Robot provides backup to tape.
Virtualization Services
Virtualization Services The underlying physical servers are pooled into virtual resources using ‘Best in class’ VMWare, allowing Customers to spread their virtual machines over multiple physical host servers, ensuring performance requirement and fault tolerance benefits are achieved. Enterprise Vmware licensing provides high availability (HA), DRS and vMotion functionality to all customers.
Virtual Resources
Customers will be dedicated their own resource pool, which guarantees the number of servers, RAM and storage which are contracted and placed under a Service Level Agreement, giving the performance of dedicated servers and the flexibility of virtual servers. As Customers needs expand, the resource pools can be expanded with the need for tiny maintenance windows. By virtualizing, Customers can have dedicated virtual servers without the cost and maintenance of physical servers.
Virtual Machines / Servers Virtual machines may have up to 8 logical CPUs, 64 Gb RAM (dependent on OS) and up to 4 Tb of storage as required. Oxygen through regular monitoring and maintenance will scale the underlying physical infrastructure as demands require.
Network Topology
Firewalls Oxygen will utilize clustered Checkpoint firewalls to protect Customers’ systems which are internet facing. These firewalls are fully managed by Oxygen, who can setup custom rule sets when your virtual servers are provisioned. On‐ going firewall rule changes are managed by the Oxygen team under strict Change Management control.
Network / ISPs Utilizing the fault tolerant network provided by TBI, each server is given a 1GB network connection to the core network, which features redundant Cisco routers and network switches to intelligently manage the network traffic. The core network has fault tolerant access to two upstream internet providers, resulting in almost zero network downtime and access to shared 1MB DIA circuit (extra bandwidth available POA)
Our Bermuda Data Centre location and facilities Oxygen has partnered with TeleBermuda International (TBI) for the supply of Data Centre facilities. The security and protection afforded with TBI’s co‐location facility is second to none in Bermuda. Exterior Building Features • Designed to withstand Category 5 hurricane level winds • Robust physical security Interior Building Features • Data Centre floor is 21 feet above sea level • Anti‐static flooring entrance ramp; grounded flooring • 5,000 psi. concrete floor • 3,000 psi. 12 inch concrete rebar reinforced walls • 14 foot ceiling with 12 inch raised floor with 9 foot clearance to hanging tiled ceiling • Class 5 Military Vault Room for back‐up storage • Redundant power and cooling infrastructure • 4 thermo doubled paned 1/8 inch glass viewing windows from Monitoring Room Location Advantages • Home to the US Navy Communications Group for Air Force Base for 40 years • 5‐minute drive from Bermuda’s international airport • Close proximity to island’s central fuel supply • On priority one (1) power grid for island’s electrical services • 10 miles from island’s central business, institutional and government core • Physically remote from concentrated population • Physically remote from industrial, commercial and main vehicular traffic patterns Located inside of the International Network Operations Centre, TBI’s state‐of‐the‐art Data Centre offers a reliable and highly secure world class facility to host Virtual Servers, applications and data. With its near proximity to the island’s airport and central fuel supply, and inside the top priority power grid for Bermuda’s electrical services, TBI’s co‐location facility provides the best operational advantages for businesses on and off the island of Bermuda. For businesses located in Hamilton, the physical distance and location on a separate top priority grid make it an ideal business continuity location. TBI’s facilities also allow for accommodation of organizations’ staff with full operating facilities should any disaster affect their current operating location making it inaccessible. This service would be subject to a separate arrangement.
TBI : Data Centre facilities – specification
Perimeter Fencing, 24x7 CCTV and Card Swipe Access Control provide constant protection against intrusion. The former US military complex was designed to withstand all forced entry and environmental conditions Equipment Enclosures engineered to handle the airflow and power needs of power‐hungry, high density servers and networking equipment. Each enclosure will have remotely monitored power distribution units along with temperature and humidity sensors. TBI will continuously monitor the power and environmental conditions within the rack and provide automatic alerting. TBI’s UPS plant is a fully redundant N+1 system that allows zero down‐time replacement of failed components and upgrades to increase capacity as required.
Interior CCTV System. The interior motion sensitive CCTV system ensures that all visitors and personnel are continually recorded. Access to rooms and facilities are card swipe protected escorted access required 24x7
Diesel Generators. TBI’s standby plant has a capacity of two 750kVA generators, which provide long term power assurance for 100% of the requirement for TBI’s data and network operations centre. In the event of a power outage the plant will start up and be automatically switched online within seconds. TBI’s Standard Operating Procedures require fuel storage onsite for 30 days. Continuous power protection during the switch to generator is provided by TBI’s UPS and Power Distribution plant.
Complete Environmental Control is maintained in Data Centre 1 through three 7.5 ton ambient air DX air‐conditioning systems. Data Centre 2 cooling is achieved through in row air‐conditioning platform and hot aisle containment.
Fire Suppression System in both DataCentre 1 and 2 is provided for through a DuPont™ FM‐200® waterless fire protection system. FM‐200® systems reach extinguishing levels in 10 seconds or less, stopping ordinary combustible, electrical, and flammable liquid fires before they cause significant damage. That's the fastest fire protection available, period.
Our U.S. Data Centre location and facilities Oxygen has partnered with The Planet for the supply of Data Centre facilities for our eOffice Service. In 2009, The Planet introduced a new data center facility in North Dallas with 106,000‐square‐feet available for colocation services. The new facility offers a world‐class, SAS 70 Type II‐audited colocation environment with unmatched network speed and bandwidth capacity, local and remote Network Operations Centers, expert support services and high power density. Utilizing the latest modular cooling technology from Turbine Air Systems (TAS), the mixed‐use data center features N+1 cooling and power architectures, with state‐of‐the‐art, high‐efficiency, water‐cooled chillers. The data center’s “green” architectural design features an equipment galley located outside of the data center floor, housing six large air‐handling
units and all chilled‐water piping. Because all water is located outside of the actual data center floor, the design eliminates the possibility of an interior water leak. Outside and adjacent to the new data center, The Planet’s state‐of‐the‐art, high‐efficiency N+1 cooling and power architecture is backed by five on‐site, diesel‐powered generators with a minimum three‐day fuel supply, along with two 30,000‐gallon water‐storage tanks for the facility’s chillers. All this assures you continuous uptime operation of power and water systems, independent of potential brownouts, outages or water‐supply interruptions. Based on its unique design, The Planet data center expects to achieve a 1.3 “coefficient of efficiency” ranking, which is significantly below the 1.6 “ideal” rating. Recognized by the Environmental Protection Agency (EPA) and the Uptime Institute, this score demonstrates The Planet’s total commitment to value and reliability in an ultra‐efficient colocation solution. Designed for maximum uptime and peak efficiency, these data centers are regularly and independently audited to comply with industry best practice standards, such as SAS 70 Type II.
Each facility is equipped to handle any challenge based on these unique advantages:
Our secure data centers are monitored 24x7 to ensure your servers are always safe Customers can be confident with N+1 power generator architecture We feature N+2 redundant data center HVAC (heating, ventilation, air conditioning) systems Advanced fire suppression systems ensure any fires are localized Preventive maintenance, performed regularly by our own highly trained personnel, meets or exceeds manufacturers recommended practices. The Planet is a member of the Uptime Institute, a prestigious knowledge consortium where global standards and best practices are created and delivered to maintain system uptime and availability
The Planet : Data Centre facilities – specification Locking Cabinets The Planet offers colocation cabinets in a highly secure storage environment, while ensuring your colocated equipment receives proper cooling and power. With a number of available options, The Planet colocation cabinet is the ideal solution for small and growing server installations Private Cages The Planet offers private cages built to your exact specifications. We offer maximum flexibility and a proper, secure environment for customers who require multiple cabinets and guaranteed floor space for future expansion.
System Security The Planet assures 24x7 online and in‐person access, along with a wide range of self‐service tools for reboots, monitoring, bandwidth graphs and more, all backed by state‐of‐the‐art on‐site and online security. Supported by industry‐leading Service Level Agreements (SLAs) that encompass both colocation and IP connectivity, you get a high‐quality, competitively priced colocation solution to fit your exact needs.
Physical Security Access to The Planet data centers is protected 24 hours a day. To gain entry, all guests must pass through a two‐factor authentication barriers. A Northern Proximity security badge is required for entry/exit on all data center doors in the facility. Shifts patrol the data center and facility area regularly, and motion‐sensitive cameras throughout the facilities track all data center activity.
Once the power transfer switches sense a decline in power from the local utility, they automatically signal diesel‐powered generators to start up and switch power flow to the generators. In the few seconds between the decline in power from the utility and switch over to our backup generators, our UPS units are supplied with power through a battery system that ensures the power supply to servers is uninterrupted. Should any generator fail, we have additional backup generators that kick in automatically to keep power supplies flowing. And if by any chance there is an extended power outage, on‐site diesel generators can run indefinitely. Servers are fed by multiple uninterruptible power supply (UPS) units with redundant and instant failover coverage should any single UPS unit fail.
Uninterruptable Power Supply (UPS) Servers within our data centers are fed power through an Uninterrupted Power Supply (UPS) that takes raw power from a utility to control, modulate, and supply it to thousands of individual servers. (See diagram) The UPS prevents power surges or local brown outs from affecting server performance. Power typically flows from the local utility to our UPS system to power our servers and the building's lighting, heating, ventilation and air conditioning systems. In the unlikely event that the local utility power supply is disrupted, our N+1 generator architecture assures that backup generators kick in automatically
Service Management Oxygen recognizes that no solution is complete without effective Service Management. Oxygen adopts a Best Practice approach to the overall management and monitoring of your hosted solutions based on the IT Infrastructure Library (ITIL) leveraging ‘best in class’ toolsets to ensure a secure, highly available and reliable service. The hosting and management service will be bound by a strict Service Level Agreement that clearly defines what Customers should expect from the service. Regular Management reporting is provided as standard. The following sections describe the key Service Management provisions applied to the Solution.
Service Architecture The solution is supported by an array of technical teams and tools utilizing highly integrated Best Practice processes resulting in seamless, timely and effective delivery of the solution and associated support services.
Incident Management Effective management of incidents as they arise is key to maintaining high availability from an end‐user perspective. All incidents are logged, diagnosed and a user friendly response to the problem in hand is provided. Regular status updates are provided throughout. Liaison with vendors, leveraging established partnerships, ensures swift and accurate solutions are provided. Unlike other service providers, Oxygen does not believe in the concept of a ‘response target’ to incidents. We have confidence in the technical abilities of our highly trained and experienced support teams to offer a ‘fix target’. Our TBI partners provides 24 x 7 x 365 support for all physical hardware, firewalls, backup servers and networking components hosted in the datacenter.
Helpdesk + Comprehensive online support tools further enhance end‐users experience when engaging Oxygen for support. Our online Helpdesk solution allows searching of knowledge bases for solutions to common problems, raising new incidents, obtaining updates on the progress of existing incidents and ability to self‐reset passwords, a common cause of interruption to end‐users. The ability to remotely provide full support as if the technicians were physically located in your offices introduces efficiencies in both time and cost. Remote control technologies are carefully selected to ensure that capability to affect a solution remotely is seamless and unobtrusive. Helpdesk+ is seen as complementary to our support services. Electronic means of providing end‐user support will never replace the human touch. Customer care is paramount and our support services routinely undergo measurement including customer satisfaction surveys as we strive to continually improve our service offering.
Availability & Security Management (including Patching and Updates) Management of security is critical in maintaining the integrity, confidentiality and availability of the solution and business data. All resources engaged to provide technical services either during initial commission or ongoing support of the solution will be subject to strict non‐disclosure agreements and vetting. Regular monitoring of internet based threats and the timely application of patches and updates is also key. Threats are quickly assessed and classified with countermeasures released in a controlled manner, using pre‐defined maintenance windows, or immediately if necessary. Our close working partnership with all major vendors ensures timely awareness and response to the ever changing threats that are presented to our ‘connected world’. Oxygen services and solutions are always designed with security in mind. Preventative measures are adopted as required, including but not limited to: Two‐Tier user authentication Validation of user identity in all interactions Enterprise strength network security components Data Backup to a defined schedules Data Encryption Physical security measures for all host equipment
Ops Manager Oxygen proactively collects and diagnoses capacity and performance metrics for databases, operating systems, applications and websites. Our remote monitoring services allow Oxygen to seamlessly resolve service‐impacting events before they disrupt your day‐to‐day operations. Ops Manager enables Oxygen to provide round the clock real‐time system monitoring. Ops Manager is a complete, end‐ to‐end Network & IT infrastructure monitoring platform that offers advanced fault and performance management across WAN, VoIP services, network devices, servers, applications, databases and other IT infrastructure components. Ops Manager not only measures server health 24/7, but also provides immediate insights into application‐level and network‐level availability and performance Complete, in‐depth monitoring of server health Proactive notifications before failures occur Alerts and alarms on failures Remote visibility to server problems Comprehensive reports
Service Level Management Service Level Management sets out to define the objectives, targets and responsibilities on all parties to achieve the levels of Service Customers should expect in delivery of the service. Regular monitoring, review and reporting against agreed metrics is the foundation to identify improvements and ensure continued alignment of the service with business requirements and user expectations. Our Service Management Team provides constant monitoring and ownership of all aspects of the service. A Service Level Agreement will be produced before the service goes live defining Management reporting and other aspects of how the service is controlled.
Change Management
Changes are inevitable in result response to threats, general service enhancements and ever changing business and user requirements. All changes are carefully assessed not only technically but in light of the business benefits to be derived, the urgency to realize those benefits and of course impact to existing business operations and system availability. Planning and scheduling of changes is carried out in accordance with pre‐defined maintenance windows and in full collaboration with business representatives and service teams.
Shared Virtual Hosting – eOffice Targeted at the small to medium size business, Oxygen is proud to offer e‐Office, a cost effective solution that provides an enterprise level IT infrastructure or secure shared Virtual Servers delivering fast, reliable access to business data and a range of business applications hosted in a highly secure Data‐Center. Accessible anywhere/anytime via the Internet. Oxygen takes business productivity seriously. e‐Office is designed with availability, flexibility and security in mind. We adopt a best practice approach to ensuring your applications and business data are both secure and available. We understand that hosting your business data offsite may be a concern which is why we offer as standard, service levels that are measurable, full disclosure of the security arrangements adopted in our SAS70 – Type II Datacenter together with non‐disclosure agreements. Conversely, ask the question how secure is your data today? Do you have confidence that all your business data is backed up and recoverable? How long would it take to restore productivity? Often users store information on local hard drives, but what if a disaster occurred? How quickly would you be up and running with all your data to hand? By virtue that eOffice is an anywhere/anytime service it is the ideal model to support an organization’s business continuity plans. Users can work from home or at an alternative site or at an alternative PC and get up and running quickly, without the need to relocate equipment, its data or spend hours reinstalling applications. As the name implies, eOffice is your electronic office capable of hosting a wide variety of applications from standard off‐the‐shelf applications like Microsoft Office, to bespoke applications specific to your business. Benefit from no‐loss of collaboration, complete flexibility and lower costs. Oxygen’s eOffice Service is hosted and delivered from a U.S Based Data Center, the Planet For further information on eOffice, please visit : http://www.eoffice.bm/
Other Oxygen Services & Solutions Oxygen has a broad range of complementary services designed to allow our customers to fully exploit their IT with return on investments being quickly realized. All our services are modeled on Industry Best Practices and come complete with warranties and service level agreements that focus on effective measurable delivery.
IT Services IT Support Services
http://www.oxygen.bm/it_support_services.php
Managed Services
http://www.oxygen.bm/managed_services.php
Professional Services
http://www.oxygen.bm/professional_services.php
IT Infrastructure – Remote Monitoring and Management http://www.oxygen.bm/it_infrastructure.php Services IT Review Services
http://www.oxygen.bm/it_review_services.php
Web Services
http://www.oxygen.bm/web_solutions.php
IT Solutions Helpdesk +
http://www.oxygen.bm/service_desk.php
Op Manager
http://www.oxygen.bm/OpManager.php
MailMarshal
http://www.oxygen.bm/email_management.php
WebMarshal
http://www.oxygen.bm/web_management.php
Desktop and Application Deployment (Deploy‐IT)
http://www.oxygen.bm/deployit.php
eOffice
http://www.oxygen.bm/eoffice.php
Oxygen’s Management Team
Professional Services Jason Dixon IT Manager
Lawrence Spriggs MISM MBCS Service Operations Manager
Service Support & Delivery Ben Marshall Service Support Manager
Jeffrey Williams Head of Networks and Security
Systems Development & Integration Stephen Casey Head of Systems Integration
Simon Sewell Head of Systems Development
Creative Design James Bastiman Head of Creative Design
Richard Colvill Senior Design Consultant