Service Description Document Management in the Cloud

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2013



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Service Description


Document Management in the Cloud

Product Overview

Document Management in the Cloud enables an organisation to acquire a subscription based Document
management application in a rapid timescale compared to traditional ICT outsourcing or

Tower models.

Product Features

Document Management in the Cloud provides EMC’s industry document management technologies for
development and delivery of configured document management applications.



Elasticity


the solution scales indefinitely and on
-
dema
nd
.



Pre configured document management applications available for integration with an organisation’s
processes.



Bespoke configured document management services can be developed in house or by the provider in
advance of subscribing to the services.



Assured
Security


the platform is hosted in highly resilient Tier3, UK sovereign data centres and
can
benefit from QinetiQ’s Protective Monitoring solution.

Example Use Cases



Divisions / Business Units of organisations which require a low cost / low commitment a
cquisition of
Document management application on a service basis.



Organisations which have multiple legacy document management systems and wish to migrate to a
modern configurable Document management platform can take advantage of the cloud pricing model t
o
migrate system by system without any one system incurring the major capital outlay of acquiring
enterprise wide document management technology and the infrastructure to support that.



Organisations which require a shared document management system for doc
ument / collaboration
purposes.

Technical Features

Document Management in the Cloud offers EMC’s Documentum Enterprise Content Management
technology
;



The most robust security model
.



Content retention policy management
.




Compliant record management.

An over
view of the G
-
Cloud Service (functional, non
-
functional)

Document management technology for organisations to deliver Document management systems rapidly and
efficiently.

Live service delivery of configured Document management systems on a subscription mode
l.

Information assurance


Impact Level (IL) at which the G
-
Cloud Service is accredited to hold and
process information

Suitable for information from IL0 to IL6.

All datacentres are highly resilient Tier3

and

UK sovereign.

Connectivity Available

Connectivi
ty via the internet or a government secure network (PSN, GSI, PNN, N3, etc.) is standard.


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Details of the level of backup/restore and disaster recovery that will be provided

Organisations

can choose from a range of protection levels.

Local Protection:
data

is held in a single named UK
Data Centre

with data

protect
ion

using

server
virtualisation and

EMC GeoParity coding which

provides a degree of fault tolerance and

improves data
durability.

Remote Protection: data

is stored in two UK sovereign
Data Centres
, with a copy maintained in a primary
named UK
Data Centre
and copied to a geographically remote UK
Data Centre
.

This provides the highest
degree of fault tolerance (including site failure) and corresponding data durability.

Both can allow for the implemen
tation of versioning which can be useful in allowing data to be reverted to a
previous version if the latest version becomes corrupt.

On
-
boarding and Off
-
boarding processes/scope etc.

An organisation will need to engage in definition of their document mana
gement system requirements and
the configuration / composition of the system, as well as the more detailed activities for the system to
integrate to the organisation’s existing business processes.

QinetiQ can also provide on
-
boarding and off
-
boarding consu
ltancy services in accordance with the
associated rate table.

Pricing (including unit prices, volume discounts (if any), data extraction etc.)

Charge consists of charge per user per month and a storage cost.

Local Protection Application:

Number of Users

IL
0

IL2

IL3

100
-
999

£32.60

£33.92

£39.14

Over 1,000

£20.53

£21.35

£24.64

Local Protection:

S
torage (over and above 1TB) £0.61

per Gb per month
.

Remote Protection Application:
£POA

Remote Protection

Storage
:

£POA

Product / Service Options

1.

Pre configured /
off the shelf Document management platforms.

2.

Tooling to configure / compose bespoke Document management systems.

3.

Management option. In many cases, the organisation may choose to manage the application
themselves. As an option,
QinetiQ

may be able to manage

the application on behalf of the organisation.

4.

Remote Replication (additional cost). Virtual servers and data are stored in two UK sovereign locales,
with a copy maintained in a primary named UK locale and copied to a geographically remote UK locale.

5.

Back
up (optional).
QinetiQ

are able to backup either entire virtual servers, or selected data to an
independent backup solution based on EMC Avamar. This can allow clients to recover their servers
and/or data from a backup.

6.

Training. Additional instructor led
training is available to complement this service

Service Management Details


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A comprehensive secure online Portal will provide the most common Service Management functionality.

An experienced, qualified ITIL Service Delivery Manager will be assigned to each

client, and will be
responsible for the on
-
going client relationship. They will also provide assistance with reporting, incident
escalation and continual service improvement, at all times following
QinetiQ
’s ITIL
-
based process
framework.

Service Managemen
t functions such as application administration for the application are not in scope of this
service. This function can be procured separately from
QinetiQ
, EMC or a third party.

QinetiQ use Skyscape Cloud Services as a subcontractor and may use other subc
ontractors as appropriate.

Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for
deprecation of functionality/features etc.)

No service constraints exist, beyond the rich functionality that exists within the Document

Management
application by EMC.

QinetiQ

will adhere to the following in terms of maintenance windows;

“Planned Maintenance” means any pre
-
planned maintenance of any infrastructure relating to the Services.
QinetiQ

shall provide the Client with at least tw
enty four (24) hours’ advance notice of any such planned
maintenance:



Planned maintenance of
QinetiQ
’s infrastructure relating to the Services shall happen between the hours
of 00:00and 06:00 (UK local time) Monday
to Sunday and/or between the hours of 08:
00 and 12:00 (UK
local time) on a Saturday and/or Sunday
. No planned maintenance will take place on a Saturday unless
agreed in advance by both parties;



Planned Maintenance shall be excluded from any availability calculation in regard to Service Credits bu
t
shall be included in the monthly service reporting;

“Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating to the
Services. Whenever possible,
QinetiQ

shall provide the Client with at least six (6) hours’ advance n
otice:



Whenever possible Emergency Maintenance of
QinetiQ
’s infrastructure will happen between the hours of
00:00and 06:00 (UK local time) Monday to Sunday and/or between the hours of 08:00 and 12:00 (UK
local time)on Saturday and/or Sunday unless there is

an identified and demonstrable immediate risk to a
Clients environment;

Emergency Maintenance shall be excluded from any availability calculation in regard to service credits but
shall be included in the monthly service reporting.

Service Levels (e.g. per
formance, availability, support hours, severity definitions etc.)

QinetiQ

offer a 99.95% availability SLA based on the availability of both the portal and the virtual server
environment itself
.

Financial recompense model for not meeting service levels

If t
he service level falls below the stated availability percentage (excluding Planned and Emergency
maintenance periods), the Client will be eligible for Service Credits. Service Credits will be calculated as a
percentage (5%) of the fees for the monthly bill
ing period during which the failure occurred (to be applied at
the end of the billing cycle).

Training


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A range of user and administrators training options available for customisation, extension and integration of
the solution.

Comprehensive training for co
mposition of document management systems is provided by EMC.


e
-
Learning
-

Self
-
paced training, generally one to three hours which can be accessed
directly over the Internet or downloaded to your PC for use at your convenience. Also
includes downloadable
and printable student guides that can be taken anywhere, anytime.


Instructor
-
Led Training (ILT)
-

Traditional classroom training, with hands
-
on labs or case
-
studies, delivered at one of our many training centres worldwide, by a highly qualified EMC
instr
uctor.


Video Instructor
-
Led Training (VILT)
-

Top
-
instructor
-
delivered, Instructor
-
Led Training (ILT),
packaged in a convenient CD
-
ROM/DVD
-
ROM format, with an intuitive navigation menu.
Lecture content, lab exercises, and student materials are identical
to the ILT.


Online Instr
uctor
-
Led Training (Online ILT)
-

A real time interactive training experience
where students participate online to access the instructor
-
led virtual classroom. Lecture,
discussion, questions and answers, and lab exercises make thi
s a rich and flexible training
experience.

Ordering and invoicing process

Clients can view their current usage and charges online in real time via the portal.

Billing for the service can either be monthly or quarterly
.

Payment can be via the following meth
ods: Purchase Order, Direct Debit or Debit/Credit card.

Service lead time

New Clients (organisations) will typically be deployed within 1 month from order. Shorter deployment times
may be available and prioritised upon request.

Existing Organisations hav
e instant access to additional usage with no notice period required.

Termination terms By consumers (i.e. consumption) By the Supplier (removal of the G
-
Cloud
Service)

One Calendar month notice must be given. There are no termination fees. All data, accou
nts and access will
be permanently deleted.

Termination costs

There are no termination costs for this Service, however an organisation must make provision for migration
of the document information to another repository.


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Data restoration / service migrati
on

Customer has ability to extract their information. A migration service is offered separately and is
recommended to maintain integrity of information under Retention.

Consumer responsibilities

Definition of and configuration / composition of Document ma
nagement system.

The control and management of access and responsibilities for end users.

Organisations must also be aware of the variable nature of the billing based on usage.

The consumer is also responsible for ensuring only appropriate data (e.g. IL0
-
IL2 or IL3) is stored and
processed by applications on this environment and that they
comply with

the
QinetiQ

Security Operating
Procedures (SyOps)

and other information assurance requirements.

Technical requirements (service dependencies and detailed tec
hnical interfaces, e.g. client side
requirements, bandwidth/latency requirements etc.)

Individual users will require
internet access (IL0
-
IL2) or
connectivity via a government secure network (IL3)
to the
QinetiQ

Cloud Platforms.

Integration to customer Act
iv
e Directory is required, as is a certified browser platform.

Details of any trial service available

Demonstration service is available by agreement with
QinetiQ

and EMC.