ITO-P851 Insight Cloud Hosted Desktop Service Description

ITO-P851 Insight Cloud Hosted Desktop Service Description

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BUSINESS CONFIDENTIAL

Insight Direct UK

Insight Cloud Hosted Desktop

Service Description

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1 INSIGHTCLOUD HOSTED DESKTOP SERVICES

Contents 1 Insightcloud Hosted Desktop Services ................................................................................................ 2

SUMMARY OF SERVICE .................................................................................................................................................. 3 SERVICE DESIGN ............................................................................................................................................................ 3 INFORMATION ASSURANCE ............................................................................................................................................ 5 KEY BENEFITS ................................................................................................................................................................ 5 NON-SUPPORTED SOFTWARE AND HARDWARE DEVICES ............................................................................................. 5 SERVICE TRIAL ............................................................................................................................................................... 5

2 Main Features .......................................................................................................................................... 6

SELF-SERVICE ADMINISTRATION ................................................................................................................................... 6 ANTI-VIRUS SUPPORT .................................................................................................................................................... 6 MULTIPLE LANGUAGE SUPPORT .................................................................................................................................... 6 BYOD ENABLER - WIDE ARRAY OF END POINTS ......................................................................................................... 6 LOWER INFRASTRUCTURE HEADACHES ........................................................................................................................ 6 LOCKED DOWN AND LOW SPEC .................................................................................................................................... 6 APPLICATIONS & RESOURCES ....................................................................................................................................... 6 DATA PROTECTION ........................................................................................................................................................ 7 BACKUP .......................................................................................................................................................................... 7 RESTORE ........................................................................................................................................................................ 7 DISASTER RECOVERY .................................................................................................................................................... 7 SECURITY & RISK MANAGEMENT .................................................................................................................................. 7

3 Insight Cloud Hosted Desktop On Boarding ....................................................................................... 8

OVERVIEW ...................................................................................................................................................................... 8 CUSTOMER RESPONSIBILITIES ...................................................................................................................................... 8 ON-BOARDING DOCUMENTS .......................................................................................................................................... 8 INSTALLATION PERIOD ................................................................................................................................................. 10 PROCESS ...................................................................................................................................................................... 10 DATA MIGRATION ......................................................................................................................................................... 10 OPERATIONAL SERVICE CONFIRMATION ..................................................................................................................... 10

4 Accessing Insight Cloud Hosted Desktop ......................................................................................... 11

ACCESS METHODS ....................................................................................................................................................... 11 5 Service Management and Support..................................................................................................... 12

MONITORING AND ALERTING (AVAILABILITY MANAGEMENT) ...................................................................................... 12 DAILY SERVICE REVIEW (DSR) ................................................................................................................................... 12 SERVICE UPTIME DEFINITION / PERFORMANCE. ......................................................................................................... 12 SCHEDULED MAINTENANCE ......................................................................................................................................... 13 CAPACITY PLANNING .................................................................................................................................................... 13 SERVICE CONTINUITY MANAGEMENT .......................................................................................................................... 13 SERVICE CHANGES AND CHANGE CONTROL .............................................................................................................. 13 TERMINATION OF SERVICE ........................................................................................................................................... 14

6 Incident MANAGEMENT ..................................................................................................................... 15

INCIDENT LOGGING PROCEDURE ................................................................................................................................. 15 TYPICAL SEVERITY RATINGS ........................................................................................................................................ 15 SERVICE DESK ............................................................................................................................................................. 16 ESCALATION PROCEDURE ........................................................................................................................................... 16 SERVICE REQUESTS .................................................................................................................................................... 16

7 Insight Cloud Hosted Desktop OFF Boarding .................................................................................. 17

OVERVIEW .................................................................................................................................................................... 17 PROCESS ...................................................................................................................................................................... 17 DATA MIGRATION ......................................................................................................................................................... 17 DATA DISPOSAL ........................................................................................................................................................... 17

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INSIGHTCLOUD PRICEBOOK ......................................................................................................................................... 17 SERVICE LEVEL AGREEMENT ........................................................................................................................................ 20 TRAINING ...................................................................................................................................................................... 22 TERM AND TERMINATION ............................................................................................................................................. 22 TRIAL SERVICES ............................................................................................................................................................ 22

Summary of Service The Insight Cloud Hosted Desktop service is a hosted; session based Desktop solution based on Microsoft Windows 2008 R2 Server, managed by the Insight. It provides a reliable, scalable, cost effective and security-enhanced Desktop environment with the flexibility to meet changing business needs. Insight Cloud Hosted Desktop also provides the core business capabilities of Microsoft Windows 2008 R2 Server from a hosted environment giving users access to Desktop applications from virtually anywhere, at any time, which gives customers the ability to utilise a full suite of market leading business applications on a per user per month cost basis via the Internet

Service Design Insight Cloud operates robust data centres, with each data centre housing a network of highly reliable equipment that hosts customer mail solutions and delivers 99% uptime. With Insight Cloud Hosted Desktop, customers retain control over applications and resources offered to their users via the Insight Cloud Control Panel. Insight Cloud Hosted Desktop is backed by service level agreements (SLAs) that guarantee optimal performance.

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Information Assurance The service currently caters for Business Impact Level (BIL) 2 Assured.

Key Benefits Insight Cloud Hosted Desktop offers the following benefits: Self-Managed Control Panel. Customer and user administration features are designed to help reduce service-desk escalations, enhance customer service management, and empower users. Data Protection. Safeguards are applied on multiple fronts, from Desktop virus protection, to the logical and physical security that protects customer information in the data centres. Flexible. Hosted Desktop provides the flexibility to meet diverse and evolving organizational needs. Mobile Device Support. A wide variety of mobility features provide the connectivity that organizations require to stay competitive in the marketplace, so that users can access their hosted services from anywhere in the world.

Non-supported Software and Hardware Devices Windows XP. Windows XP is currently supported by Insight Cloud Services; however, in alignment with Microsoft Product Life Cycles, support will discontinue effective April 8, 2014. For more information, please review: http://www.microsoft.com/en-us/windows/endofsupport.aspx. SMTP submission and relay devices / software

Service Trial A fully functional 5 User trial is available on request – Please refer to your Insight Account Manager

http://www.microsoft.com/en-us/windows/endofsupport.aspx

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2 MAIN FEATURES

Self-Service Administration Insight Cloud Control Panel Customers provides customer administrators with the capabilities and tools to manage a variety of tasks via a web-based interface. Once the Administrator account has been configured the following tasks can be performed:

• Create/Edit/Delete User Accounts • Assign / Adjust Service Access Levels • Manage User Permissions and Software Resources • Adjust the Language configurations for the Desktop • Assign permissions and access to centralised shared storage

For details how to carry out these tasks please see the Insight Cloud Hosted Desktop Administrator Guide

Anti-Virus Support The Hosted Desktop is protected via the Microsoft Forefront suite, providing real time protection against malicious software

Multiple Language Support Hosted Desktop can support all of the current Microsoft Language Packs

BYOD Enabler - Wide Array of End Points Supports a wide array of end-point devices, i.e. any HTML5 compatible browser on any platform, including Windows, Mac, Linux, iPad / iPhone / iPod, Android, Google, RIM Blackberry and Playbook, etc.

Supports Terminal Services, Citrix and VMware View

Lower Infrastructure Headaches Eliminate management of end-point devices – no installation, configuration, management, update, patching, etc.

Locked Down and Low Spec Works with locked-down devices and Works with devices that only support web apps, such as Google Chrome books

Applications & Resources Using the Insight Cloud Control Panel Customers can assign an applications and resources to users in their organization. However these are flexible and can all be customized according to the customer needs (Please see the Insight Cloud Hosted Desktop Administrator Guide)

To simplify the provisioning process, several main stream applications have been configured by default, including: Microsoft Office (Standard & Professional Versions) Microsoft Visio & Project Your own applications can be added to the platform – Please refer to your Account Manager for details

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Data Protection The Data Centres are equipped with access security, climate control, fire suppression, and managed power supplies with UPS and generator back up.

All production systems are subject to regular scheduled and project managed Patching and Maintenance routines

Backup Insight Cloud Hosted Desktop user profiles and document stores are backed up daily using traditional backup technologies in Geo Resilient locations.

Restore Where a restoration of data is required for Insight Cloud Hosted Desktop, the following Recovery Time Objective shall apply:

RTO – Next Working Day Requirements – User name, item or filename and the restore date. Results – Provides recovery of data for most recent backup.* *Please Note: All files will be restored to their original location.

Disaster Recovery Insight has a robust Business Continuity Plan that utilises Geo Resilient systems

Security & Risk Management

All Data Centre access is strictly limited to Insight and authorised third-party sub-contractors

Data Centres are monitored 24 hours a day, seven days a week through closed circuit video surveillance and requires both card based & biometric identification for access

Access to Customer Data can be provided via Encrypted RDP or SSL Tunnels through managed Cisco firewalls

User Credentials and Authentication onto the service is managed via Windows 2008 R2 / Forms based security, with a complex password policy set to require a minimum of eight characters, although this can be increased if requested by the Customer

2 Factor Authentication is available at an additional cost – Please refer to your Account Manager

The hosting equipment is installed in secure racks, and the operating systems hardened in accordance with Insight Cloud IT Security Policy

Insight Cloud uses a CHECK Certified vulnerability scanning solution to monitor all systems both internal and external for potential threats in real-time.

Risk Management is carried out in accordance with the Insight Cloud Information Security Management System Policies and Procedures

Comment [s1]: New section, to be replicated across all Service Descriptions

http://www.cesg.gov.uk/servicecatalogue/CHECK/Pages/WhatisCHECK.aspx

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3 INSIGHT CLOUD HOSTED DESKTOP ON BOARDING

Overview The Insight Cloud Hosted Desktop Requirements Form captures all the information required to allow for the smooth setup of the customer services, and will ensure a new customer can create and configure Hosted Desktop user accounts as required. For detailed information of pre-requisites, configurations and considerations please refer to the Insight Cloud Hosted Desktop Service Administrator Guide.

Customer Responsibilities While a majority of the tasks and responsibilities associated with the delivery of the Services are handled by Insight, the Customer should complete the following tasks. • Customer has assigned a Single Point of Contact (SPOC) to support execution of the service.

Customer’s SPOC will: o Work with Insight on enforcement of the change control process. o Provide Insight with access, equipment and any other resources needed to support the

Service. o Act as a focal point for resolution of issues in support of the delivery of the Services.

• Customer completes the Insight Cloud Desktop Requirements Form and ensures that all information is complete and accurate.

• Customer completes the Additional Services Checklist depending on requirement and ensures all information is complete and accurate.

• Customer follows the appropriate operating procedures in this Service Description during submission of service requests.

• Customers need to ensure that they make their own arrangements for Internet access in order to access the Service.

• Customers need to ensure that they have sufficient bandwidth to accommodate all their users accessing the service simultaneously or in the volumes required

• Customers to prepare Communication Plans, Migration Schedules and Backup/Recovery Routines as needed

• Customer Administrator to create user accounts within Insight Cloud Hosted Desktop in preparation for the migration

On-Boarding Documents The following documents must be completed prior to the on-boarding process: • Standard Terms and Conditions. Any new Customer to InsightCloud must accept the Standard

Terms and Conditions. • Insight Cloud Desktop Requirements Form. The InsightCloud Desktop Requirements Form is

utilised for gathering information necessary to initiate the Service. The Customer will provide resources to work with Insight in completing the Desktop Requirements Form.

• Additional Services Checklist (ASC). The Additional Services Checklist is utilised for gathering the information required to enable Insight to provide the Customer services over and above the organisation and Admin Account creation.

• Bespoke Scope of Works. For orders qualified as Bespoke, Insight utilise a Project managed approach to delivering services. In this instance a Bespoke Scope of Works will be produced

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and agreed with the customer prior to Installation, this document will effectively be the Project Plan.

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Installation Period The installation period begins on the date a completed Desktop Requirements Form and if required ASC are received and continues until all requirements listed has been fulfilled. During the Installation Period, Insight will begin the process of initiating the order for the Service: • Insight will be provided with a completed Insight Cloud Hosted Desktop Requirements Form

and ASC. The Insight Cloud Hosted Desktop Requirements Form and ASC are used for gathering information necessary to initiate the Service. Once completed Insight Cloud Hosted Desktop Requirements Form /ASC have been received, Insight will schedule all the necessary resources for initiating the Service.

• Where a Bespoke Scope of Works has been produced, Insight will provide project management for the duration of the installation period.

Process The basic process for setting up all new Insight Cloud Hosted Desktop Customers is as follows:

• Customers complete the Insight Cloud Hosted Desktop Requirements Form • Insight will identify domain requirements as per the Insight Cloud Hosted Desktop

Requirements Form and if necessary contact the Customer to confirm settings required • Insight will setup the Customer on the Insight Cloud Control Panel and enable the Customer

Administrator to self-provision Hosted Desktop User accounts in accordance with the details provided in the Insight Cloud Requirements Form.

• Insight will provide Technical Documentation, User Guides and download details where required. NOTE: Whilst it is the Customer’s responsibility to manage the migration, Insight can provide help and support in this function at extra cost. Please speak to your account manager for details.

Data Migration For further information please refer to your Account Manager

Operational Service Confirmation Once all the requirements of the Hosted Desktop Requirements Form /ASC/Bespoke SoW have been met, the Admin User will be sent a ‘Confirmation Email’. This ‘Confirmation Email’ will give details of the URL, Username and Password to access the InsightCloud portal; together with details of the Resource Centre webpage where (amongst other resources) User Guides can be downloaded.

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4 ACCESSING INSIGH T CLOUD HOSTED DESKTOP

Access Methods HTML5 (AccessNow)

Supports a wide array of end-point devices, i.e. any HTML5 compatible browser on any platform, including Windows, Mac, Linux, iPad / iPhone / iPod Touch, Android, Google, RIM Blackberry and Playbook, etc.

Does not require Java, Flash, Silverlight, ActiveX or any other underlying technology on the end-user device

AccessToGo

Free mobile RDP client lets you deliver fast and secure access to Windows applications and desktops running on terminal servers, virtual desktops and physical workstations.

Supports iOS 4.2 or higher on iPad, iPhone and iPod touch devices

Supports Android Tablets (Android 2.1 and higher) and Smartphones (Android 2.1 and higher)

ActiveX

ActiveX Components can be used with any Microsoft Windows XP and above based system, as long as the Enterprise security policies allow its deployment

Software Agent (Java)

Provides native support for desktops or laptops running Windows (XP to 7) / Mac OS X / Linux. Includes the fastest RDP client for iOS (iPad / iPhone / iPod) and Android (tablets and smartphones)

Thin Client Support

These are the preferred systems

IGEL

HP T5720, T5540, T5725

WYSE v90, v90L, S30, V30

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5 SERVICE M AN AGEM ENT AND SUPPORT

Monitoring and Alerting (Availability Management) The Service Desk monitors all products and features supported within the Service in real time. This ensures that prompt response is given to potential or actual Service faults. Real time monitoring data is recorded and used to provide trend analysis and is used as the basis of Customer reporting. The Systems Environment is polled in various forms on a regular basis to determine current status. Any failure to respond to regular polling by the monitoring station, within pre-determined threshold values would result in an Incident being generated within the Service Desk. In addition to this proactive approach Insight also utilise a Daily Service Review to regularly ‘spot check’ key elements and functions within the Service that might not be flagged as problems or issues from Monitoring and Alerting We utilise Microsoft Windows Performance counters to monitor and report on the following. This list is indicative of over 400 separate counters that we track and monitor. More can be added on a bespoke basis dependant on the client’s requirements and the nature of the devices / services to be monitored:

• CPU • Disk Space • RAM Utilisation • Login attempts

Daily Service Review (DSR) The Daily Service Review is the process to check and maintain the key areas of functionality within the Insight Cloud Service. DSR focuses on the following tactical areas:

• Log in attempts for both end users and Admin Portal • Test provisioning system • Test user accounts functionality • Daily Backup checks • Health and performance checks via outputs from Monitoring and Alerting • Capacity planning and analysis

Service Uptime Definition / Performance. Connecting to the InsightCloud Hosted Desktop Service is dependent on a number of factors outside of the control of Insight. For the avoidance of doubt all measures of Uptime / Downtime are made against the availability of the Desktop Service. Insight Cloud provides at least an overall minimum service level of 99.7% guaranteed availability in any particular month. Availability does not include scheduled Maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events. Scheduled Maintenance will always take place outside of normal business hours (i.e. 8am – 6pm); Customers will be informed 3 days in advance of any Scheduled Maintenance Events. Performance is monitored 24x7 to ensure all systems are operating at peak efficiency, and is reported on during the Customer Service Review

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Scheduled Maintenance Maintenance of the hosting equipment, facility, Software or other aspects of the Services that may require interruption of the Services (“Maintenance Events”) shall not be performed during Normal Business Hours. Insight may interrupt the Services to perform emergency maintenance during the daily window of 01:00hrs to 05:00hrs UK time. In addition, Insight may interrupt the Services outside Normal Business Hours for unscheduled maintenance. Any Maintenance Events which occur during Normal Business Hours, and which were not requested by the Customer, shall be considered downtime for the purpose of service availability measurement. Insight shall at all times endeavour to keep any service interruptions to a minimum

Capacity Planning Insight Cloud Hosted Desktop is designed and deployed based on current technologies and anticipated customer growth. As technologies improve the platform will also evolve, to make best use of better and faster systems, software and hardware

Service Continuity Management Insight Cloud provides connectivity through multiple Internet service providers at the hosting facility. The connectivity includes multiple, diversely routed high-speed connections, multiple Cisco ASA firewalls for security and Citrix load balancers for traffic management and speed optimisation. All servers within the Hosted Desktop Service are either clustered or configured for high availability and connected via resilient Cisco networking systems In the event of a hardware failure, an immediate spares store is available for all systems within the Data Centre, resulting in replacements being installed within 1 hour Backups are carried out daily to disk based systems in Geo Resilient locations

Service Changes and Change Control Any/All Changes to the platform configuration are subject to strict change control, and will only be approved by the CAB following rigorous testing and user acceptance trials

Insight manages changes and audits all changes so that potential problems and pitfalls resulting from such changes can always be reversed.

Insight’s change control policy covers, amongst other things:

• Routine changes and or requests. These are defined as minor configuration changes required as part of the day-to-day operation of the Service.

• Changes required due to a fault or patch/service pack being required. • Service amendments. • If any changes to the platform are required that could be service affecting, customers will

be given at least 3 days’ notice Note: This excludes Emergency Changes to resume service Note: Any changes to the service that may result in an adjustment to billing, will be discussed with you directly by your Account Manager before any changes are proposed

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Termination of Service In order to terminate services contracted in the SOW, the following steps are required:

• Termination requests to be provided in writing to the Account Manager.

All requests to terminate must be made as described above and submitted to Insight 30 days in advance. Once the termination letter is received in writing, Insight will confirm receipt of the termination request via e-mail and invoice the Customer for any applicable termination fees as per the SOW. All Customer data will be made available for extraction from the InsightCloud platform for a period of 30 days post receipt of termination request. InsightCloud by design provides customers with various methods to both upload data and extract data in a controlled manner.

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6 INCIDENT MANAGEMENT

Incident Logging Procedure Incidents can be raised either by the customer or as a result of Availability Management. Prior to raising an Incident customers should consult the relevant user / administrator guides. Customers should also carry out environmental checks to ascertain if the Incident can be resolved at their site. For example: electrical maintenance, building work or loose cables. However after checking the technical documentation and local environmental issues should customers still experience issues with the Insight Cloud Control Panel or Hosted Desktop Service, the following information is needed:

• Company Name – The Customer company name • Contact Name – The person who is raising the request • Contact Details – Telephone and email address • Incident description – A clear description of the incident, providing as much information as

possible to allow Insight to progress. This should include Error Codes & descriptions but can also include Screen captures.

• Service Request* - A description of the request to be carried out.

On receipt of your email, your Incident will be automatically logged into the Service Desk System, which will provide a unique reference number and assign a Priority as defined in the SLA. This reference number is important and should be quoted in all communication regarding the Incident/request. A member of the Insight Cloud Support Team will contact you and troubleshoot the issue, escalating to the appropriate specialist support groups as required

Typical Severity ratings

*Note: In scope Service Requests will be set to Priority 4 and managed in line with the SLA. Example Service Requests are:

• Questions or queries on functionality • Addition of applications/services

Priority Definition Response Times Target Resolution Times 1 The entire Service is "down" and

inaccessible. Priority 1 incidents shall be reported by telephone only.

Within two Normal Business Hours.

Four Normal Business Hours. Continuous effort after initial response and with Customer co-operation.

2

Operation of the Services is severely degraded. Priority 2 incidents shall be reported by telephone only.

Within four Normal Business Hours.

Within two Business Days after initial response.

3

Operational Incident but a work around already exists so that service can continue with little or no impact

Within 12 Normal Business Hours.

Within seven Business Days after initial response.

4 Incidents not service affecting and in scope Service Requests

Within 24 Normal Business Hours.

Next release of Software. Reasonable endeavours (target 24hrs) for in scope Service requests.

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Service Desk Customers will be granted access to Insight Support for any technical issues relating to the Service. Insight Support can be contacted via any of the following methods: Telephone - 08444 723 820 E-Mail - [email protected]

Escalation Procedure If no progress has been made on a Priority 1 or Priority 2 incident within the Target Resolution Time, the incident shall be escalated. If the incident is not resolved, then after each successive increment of the Target Resolution Time (for example four Business Hours for a Priority 1 incident, two Business Days for a Priority 2 incident), the incident shall be further escalated.

Service Requests Following the provision of the Services, Customers are able to make requests for change via the Service Desk:

• Any requests for change will be logged and subject to the Change Control Process • On acceptance of any routine change requests, the necessary changes will wherever

possible be made within 48 working hours of receipt. Any changes required outside of normal working hours (i.e. 8am to 6pm), must be mutually agreed beforehand.

• Non routine changes or requests will be responded to within 5 working days to confirm applicability and acceptance.*

*Note: May incur additional cost.

mailto:[email protected]

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7 INSIGHT CLOUD HOSTED DESKTOP OFF BOARDING

Overview If the customer decides to leave the Insight Cloud Hosted Desktop Service the Termination process captures all the information required to allow for the smooth termination of the customer services. For detailed information of pre-requisites, configurations and considerations please refer to the Insight Cloud Hosted Desktop Service Administrator Guide.

Process The basic process for migrating Insight Cloud Hosted Desktop Customers of the platform is as follows:

• Customers complete the Termination process • Insight will identify the requirements and contact the Customer to confirm settings and service

termination date • Insight will provide Technical Documentation, User Guides etc. as required. • Customer to prepare Communication Plans, Migration Schedules and Backup/Recovery

Routines as needed • If required the Customer Administrator can create user accounts on the alternate platform in

preparation for the migration

Data Migration For further information please refer your Account Manager.

Data Disposal For the deletion of obsolete information Insight use KillDisk to sanitise all Hard Disks before disposal to DoD5220.22-M standard

InsightCloud PriceBook

Commercial

Part Number (sku) G-Cloud SKU G-Cloud Sell Price

IC Services

Desktop

InsightCloud Desktop Only & 1GB Storage INSDES-1GB INSDES-GC-1GB £ 15.99

Desktop Upgrades and Additional Applications

InsightCloud Office Standard INSDES-01 INSDES-GC-01 £ 5.77

InsightCloud Office Pro Plus INSDES-02 INSDES-GC-02 £ 7.86

InsightCloud Microsoft Project Standard INSDES-03 INSDES-GC-03 £ 8.31

InsightCloud Microsoft Project Pro INSDES-04 INSDES-GC-04 £ 13.84

InsightCloud Microsoft Visio Standard INSDES-05 INSDES-GC-05 £ 3.22

InsightCloud Microsoft Visio Pro INSDES-06 INSDES-GC-06 £ 7.11

Insightcloud Application Virtualisation INSDES-07 INSDES-GC-07 £ 2.52

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Exchange

IC Exchange Basic mailbox only INSEXC-03 INSEXC-GC-03 £ 0.57

IC Exchange Standard mailbox only INSEXC-06 INSEXC-GC-06 £ 2.04

IC Exchange Std Plus mailbox only INSEXC-09 INSEXC-GC-09 £ 3.03

InsightCloud Blackberry Service INSEXC-10 INSEXC-GC-10 £ 2.67

SharePoint

InsightCloud SharePoint WSS, no storage INSHSS-01 INSHSS-GC-01 £ 1.11

AD Sync

InsightCloud AD Sync Tool INSADS-01 INSADS-GC-01 £ 0.33

Virtual Servers

IC Virtual Server Package 1 - 1Ghz, 2GB RAM, 20GB HDD INSSOD-01 INSSOD-GC-01 £ 51.27






Storage Services

Storage

IC Hosted Desktop Shared Storage 5GB INSSTR-01 INSSTR-GC-01 £ 3.44







IC Hosted Desktop User / SharePoint Storage 1GB INSDES-08 INSDES-GC-08 £ 0.69

IC Exchange Storage 5GB INSEXC-11 INSEXC-GC-11 £ 3.95







IC Storage for Virtual Servers 1GB INSSOD-07 INSSOD-GC-07 £ 0.40

Backup Services

Laptops/Desktops

1 computer 5GB backup INSIGHTBAC-01 INSIGHTBAC-GC-01 £ 3.99



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Servers

License per Server INSIGHTBAC-04 INSIGHTBAC-GC-04 £ 4.00

25GB backup INSIGHTBAC-05 INSIGHTBAC-GC-05 £ 8.00

D2D r16 for Windows Server Standard Edition with Replication INSIGHTDTD-01 INSIGHTDTD-GC-01 £ 27.78

D2D r16 for Windows Server Advanced Edition with Replication INSIGHTDTD-02 INSIGHTDTD-GC-02 £ 38.89

Storage 25GB INSIGHTDTD-03 INSIGHTDTD-GC-03 £ 10.56

IC Backup Trial INSBCK-00 IC Backup up to 100GB INSBCK-01 IC Backup up to 250GB INSBCK-02 IC Backup Storage up to 500GB INSBCK-03 IC Backup Storage up to 1TB INSBCK-04 IC Backup Storage above 1TB - licence INSBCK-05 IC Backup Storage above 1TB - storage INSBCK-06

InsightCloud Backup IC Backup Trial INSBCK-00 IC Backup Storage up to 100GB INSBCK-01 IC Backup Storage up to 250GB INSBCK-02 IC Backup Storage up to 500GB INSBCK-03 IC Backup Storage above 500GB INSBCK-04

High Availability and DR Services

Servers

1 Server license with 125GB Storage INSIGHTRHA-01 INSIGHTRHA-GC-01 £ 295.00

Additional 25GB Storage INSIGHTRHA-02 INSIGHTRHA-GC-02 £ 13.19

Additional Services

Consultancy full day INSCON-01 INSCON-GC-01

Consultancy half day INSCON-02 INSCON-GC-02

Expense site visit INSCON-03 INSCON-GC-03

Expense accommodation INSCON-04 INSCON-GC-04

IC Services

Virtual Servers Apps/Licenses

Office Professional Plus INSAPP-01 INSAPP-GC-01 £ 7.87

Office Standard INSAPP-02 INSAPP-GC-02 £ 5.76

Project INSAPP-03 INSAPP-GC-03 £ 8.31

Project Professional INSAPP-04 INSAPP-GC-04 £ 13.84

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Visio Premium INSAPP-05 INSAPP-GC-05 £ 7.46

Visio Professional INSAPP-06 INSAPP-GC-06 £ 7.10

Visio Standard INSAPP-07 INSAPP-GC-07 £ 3.22

Exchange Basic SAL INSAPP-08 INSAPP-GC-08 £ 0.47

Exchange Standard SAL INSAPP-09 INSAPP-GC-09 £ 0.98

Exchange Std Plus SAL INSAPP-10 INSAPP-GC-10 £ 1.68

Forefront TMG Standard 1 Proc INSAPP-11 INSAPP-GC-11 £ 24.53

Forefront TMG Web Prtcn Service SAL INSAPP-12 INSAPP-GC-12 £ 0.47

Forefront UAG SAL INSAPP-13 INSAPP-GC-13 £ 0.34

Frfrnt Prtcn Exchange Svr Basic SAL INSAPP-14 INSAPP-GC-14 £ 0.05

Frfrnt Prtcn Exchange Svr Std SAL INSAPP-15 INSAPP-GC-15 £ 0.20

Frfrnt Prtcn Exchg Svr Std Plus SAL INSAPP-16 INSAPP-GC-16 £ 0.33

Frfrnt Prtcn SharePoint SAL INSAPP-17 INSAPP-GC-17 £ 0.15

SharePoint Server Std SAL INSAPP-18 INSAPP-GC-18 £ 1.48

SharePoint Server Ent SAL INSAPP-19 INSAPP-GC-19 £ 1.55

SQL Server Enterprise Edition 1 Proc INSAPP-20 INSAPP-GC-20 £ 514.63

SQL Server Enterprise Edition SAL INSAPP-21 INSAPP-GC-21 £ 7.78

SQL Server for Small Business SAL INSAPP-22 INSAPP-GC-22 £ 3.53

SQL Server Standard Edition 1 Proc INSAPP-23 INSAPP-GC-23 £ 134.21

SQL Server Standard Edition SAL INSAPP-24 INSAPP-GC-24 £ 4.08

SQL Server Web Edition 1 Proc INSAPP-25 INSAPP-GC-25 £ 13.99

SQL Server Workgroup Edition 1 Proc INSAPP-26 INSAPP-GC-26 £ 28.27

SQL Server Workgroup Edition SAL INSAPP-27 INSAPP-GC-27 £ 2.23

Win Rmt Dsktp Svcs SAL INSAPP-28 INSAPP-GC-28 £ 1.93

Win Small Bus Svr Essntls SAL INSAPP-29 INSAPP-GC-29 £ 1.86

Win Small Bus Svr PremAddOn SAL INSAPP-30 INSAPP-GC-30 £ 4.74

Win Small Bus Svr Std SAL INSAPP-31 INSAPP-GC-31 £ 3.56

Windows Web Server 1 Proc INSAPP-32 INSAPP-GC-32 £ 7.39

App Virt SAL INSAPP-33 INSAPP-GC-33 £ 4.19

Service Level Agreement

The Supplier shall provide at least an overall minimum service availability level of 99.7% guaranteed availability in any particular month, with network connectivity available for 99.9% guaranteed aggregated over each quarter (“Uptime Service Level”). This availability refers to an access point on the hosting provider's backbone network. It does not apply to the Customer’s local access to the internet as the Customer is responsible for its own internet access. Availability does not include scheduled Maintenance Events, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events.

1. AVAILABILITY MEASUREMENT All measurements are performed at five-minute intervals and measure the availability of an availability test page within the Software within 30 seconds. Availability measurement begins on the first day of the first calendar month, beginning not less than 30 days after activation of the Service. Availability measurement shall be carried out by the Supplier and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month. The Supplier shall keep and shall send to the Customer, on request, full records of its availability measurement activities under this Agreement.

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1. SERVICE CREDITS 1.1 If availability falls below the Uptime Service Level in a given calendar month (“Service Delivery Failure”). The Supplier shall provide service credits as follows:

• 95% - 99.7% - 10% of the monthly Fees for the relevant Services • 90% - 94.9% - 25% of the monthly Fees for the relevant Services • 89.9% or below - 50% of the monthly Fees for the relevant Services

The maximum service credit allowable in a given month is limited to fifty percent (50%) of the total monthly Fee for the relevant Services.

1.2 Service credits shall not be payable unless the Customer requests such service credits within 7 Business Days of the service-affecting event(s). To claim the credit the Customer must send an electronic message to the support desk specified on the InsightCloud Website.

1.3 The Customer acknowledges and agrees that the terms of this clause 12 do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.

of 22 UNRESTRICTED

Training

Insight can offer the option of training for any part of the service at any point. This would be in the form of InsightCloud Consultancy Day or Half Day.

Term and Termination

You may terminate this Service Option at any time by contacting by email on [email protected], following which you will receive the relevant instructions. Upon termination you will be billed for the fees during the month of termination. The email subject must contain “Request to Terminate”.

This Agreement remains in effect until your account is terminated.

The Supplier reserves the right to terminate this Agreement at any time at its sole discretion if you fail to comply with its terms and conditions and/or to refuse or discontinue participation of any Authorised User.

You agree that, upon such termination, in addition to the provisions of clause 17.3 of the Software Services Agreement, you will destroy and permanently erase all copies of the Software.

In addition to clause 17.3.3 of the InsightCloud Software Services Agreement, if this Agreement terminates, other than for your failure to comply, the Supplier will use commercially reasonable efforts to make Customer Data available for you to download for a period of three (3) days. The Supplier has no obligation to provide you with a copy of Customer Data and may remove and discard any Customer Data.

Trial Services

Insight can provide, at the customers request, a trial service for up to 30 days from date of provisioning of the service. The request can be in the form of an email or verbal instruction. Should an extended proof of concept for longer than 30 days be required then there may be additional charges for this service.

mailto:[email protected]

ITO-P851 Insight Cloud Hosted Desktop Service Description

Documents

Transcript of ITO-P851 Insight Cloud Hosted Desktop Service Description