UKCloud for OpenStack and we have resold services since the launch of the G-Cloud framework in February 2012. Services. We have been a UKCloud Partner since their creation in 2011,

Classification: Open

SERVICE DEFINITION

UKCLOUD FOR OPENSTACK G-CLOUD 10

Classification: Open ii

Lot 1 – Cloud Hosting

Service Definition: UKCloud for OpenStack, Issue: 10.0

Copyright: MDS Technologies Ltd 2018

© MDS Technologies Ltd 2018.

Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd.

MDS Technologies Ltd, 2 Methuen Park, Chippenham, Wiltshire, SN14 0GX

Telephone: 01225 816280, Fax: 01225 816281

CONTENTS

WHY MDS? .............................................................................................................................. 3

SUMMARY OF SERVICE FEATURES ................................................................................... 3

MDS AND UKCLOUD – THE PERFECT PARTNERSHIP ...................................................... 4

Service assessment guide .................................................................................................... 4

Key characteristics of our service ....................................................................................... 6

Pricing and packaging ........................................................................................................... 7

An SLA you can trust ........................................................................................................... 12

Supporting documents and resources .............................................................................. 13

Jumpstart service ................................................................................................................ 13

Try before you buy ............................................................................................................... 13

The small print ...................................................................................................................... 14

Appendix ............................................................................................................................... 15

Classification: Open 3




WHY MDS?

A privately owned, UK sovereign company

Connected to Internet, JANET, HSCN, PSN, RLI

Public, community and private cloud available

Security Cleared technical and customer service staff

We are Agile, Flexible, Open, Honest and Transparent

We deliver cost effective solutions on time and within budget

We are your One-Stop-Shop for secure assured Cloud services

A fully managed platform using our ITIL-aligned 24/7 Service Desk

Experienced at delivering small, large and complex Cloud solutions

We are an SME - large enough to deliver, small enough to care

REDUCING IT RISK AND REDUCING IT OPERATING COSTS

SUMMARY OF SERVICE FEATURES

True NIST Cloud Services from UKCloud - a market leading organisation

Purpose built platform for developing Cloud native applications

Secure and highly scalable

Powered by openstack

Connected to PSN, HSCN/N3, JANET, RLI, Internet

Supports agile project delivery in line with the GDS Service Design Manual

Optimised for OFFICIAL and fully aligned with the 14 CESG Cloud Security Principles





MDS AND UKCLOUD – THE PERFECT PARTNERSHIP

MDS technologies Limited (MDS) offers a cloud platform provided by the award winning cloud

services provider, UKCloud. We have a strong, committed relationship with UKCloud, the market

leader in the Digital Marketplace for G-Cloud Infrastructure as a Service, through a long-standing

relationship underpinned by a formal partnering agreement. MDS is a reseller, at cost, of UKCloud’s

cloud and we have resold services since the launch of the G-Cloud framework in February 2012.

Services. We have been a UKCloud Partner since their creation in 2011, and became a Preferred

Partner in 2016. This status enables us to provide a high level of service to our customers and gain

enhanced support from UKCloud.

As a UKCloud Preferred partner, MDS offers true National Institute of Standards and Technology

(NIST) cloud services, which are offered as part of a community cloud service only available to the UK

Public Sector and secured and managed in line with UK government security classifications.

UKCloud and MDS both utilise pricing models based on transparent charges and “pay for what you

use” on an hourly and/or monthly basis.

Service assessment guide

What the service provides

The days when citizens found it acceptable to perform a web search, download a form, then post it

back and wait for a response are long gone. Now we're immersed in a digital world with applications

such as Facebook, Netflix and Twitter setting expectations of instant responses — or even of our next

question being predicted.

Organisations are meeting those expectations to some extent, by transitioning enterprise applications

or 'lifting and shifting' legacy applications to the cloud. This approach delivers the short-term value of

an online presence, but fails to deliver the scale and resilience that are required to realise the full

benefits of the cloud. More ambitious organisations are therefore building cloud-native applications to

deliver relevant and innovative applications that can genuinely meet the expectations of today’s web

2.0 citizens. Indeed, in alignment with the refreshed Government Transformation Strategy, the

Government Digital Service (GDS) now promotes ‘Cloud Native’ rather than merely ‘Cloud First’.

UKCloud for OpenStack from UKCloud is engineered specifically for organisations embracing digital

transformation and delivering true cloud-native applications; facilitating the creation of elastic

infrastructure as code, which can be built once and run anywhere at any time to take full advantage of

the benefits of cloud. Powered by OpenStack®, our UKCloud for OpenStack provides a full suite of

modern, highly scalable and flexible IaaS services that address the needs of DevOps and WebOps

communities. OpenStack's ease of use and openness enable delivery of Digital by Default services

and solutions on an assured, hyperscale cloud platform.

Our UKCloud for OpenStack service perfectly complements our UKCloud for VMware service, by

extending our proven, highly resilient cloud solutions to offer a platform that meets the requirements

of digital, cloud-native applications, yet provides all the security, assurance and connectivity benefits

synonymous with UKCloud.

What the service can help you achieve

Deliver digital transformation projects with high levels of trust and assurance, combined with flexibility and scalability

Develop cloud-native applications in line with the Twelve-Factor Application architecture on a cloud platform built specifically for this purpose

http://12factor.net/





Enable seamless, automated deployment and control of services using your existing continuous deployment tools such as Jenkins and Ansible

Leverage existing investments in AWS CloudFormation (infrastructure as code) using OpenStack’s AWS-compatible HEAT templates

Integrate with Infrastructure as Code tools such as Terraform and SaltStack

Rapidly deploy and scale disposable environments that facilitate the horizontally elastic nature of web and mobile front-ends and internet of things (IoT) termination platforms

Support your hybrid and multi-cloud cloud strategies; span across on-premises, private cloud and Crown Hosting environments

Reduce the risk of vendor lock-in — build your environment once and run it anywhere that supports OpenStack

Test and deploy emerging technologies such as big data analytics and containerisation natively on a cloud platform

Support and facilitate agile project delivery in line with the GDS Service Design Manual

Key service capabilities

A cloud platform that's designed around the needs of digital communities, and engineered to facilitate true cloud-native applications, controlled by a familiar API

100% compatibility with OpenStack, allowing access to a global ecosystem of tools and support, accelerating development of and supporting cloud-native applications

Choice of multiple availability zones coupled with cloud load balancer options to facilitate horizontally scaling environments, with resilience built into the application layer

Connectivity options for public networks such as the internet and Janet, as well as aggregated connections to private networks such as N3/HSCN and PSN Assured and Protected

Why UKCloud

Our multi-cloud platform offers choice, scalability and flexibility for our public sector customers, without locking them into a single proprietary technology stack

We are UK sovereign, with secure and resilient government-grade UK data centres separated by over 100 kilometres, located in Crown Campus. We give 2% of our pre-tax profits to charity, and our values, beliefs and behaviours are aligned to the needs of the UK Public Sector

Secure cloud platforms optimised for public sector workloads, fully aligned to the NCSC 14 Cloud Security Principles and subject to regular technical CHECK tests - information security and data governance comes as standard. We’re compliant with GDPR/UK DPA 2018 (CISPE certified), the Network and Information Security Directive (NIS) and the new NHS Data Security and Protection Toolkit. These are supported by our wide portfolio of industry and public sector accreditations and certifications

UK-based telephone service desk providing 24/7 support for P1 critical incidents, and a dedicated UK 24/7 Network Operations Centre (NOC) using industry-leading monitoring solutions on our platform. Access to UKCloud’s technical experts including Technical Account Managers, Cloud Delivery Managers, and Customer Success Managers to help customers through the onboarding and ongoing delivery of their solutions – all at no extra cost

We work with a community of over 240 partners, including Independent Software Vendors, System Integrators and Managed Service Providers, to deliver end-to-end solutions specifically for the UK Public Sector





Cloud characteristics delivered

Elasticity — rapidly provision elastic resources (in some cases automatically), which quickly scale out to handle peak demand, and scale in when demand reduces

Self-service — deploy and manage your solution via the UKCloud Portal or programmatically using the familiar, fully featured OpenStack API

Measured usage — truly elastic and disposable environments from 1p per hour

Broad networking — connect via DDoS-protected internet; a government community network such as PSN, N3/HSCN, Janet or RLI; or HybridConnect, using your own dedicated circuits

Resource pooling — our secure multi-tenant platform pools compute resources and makes them immediately available for consumption, meaning zero delay to your project

Key characteristics of our service

The UKCloud service is powered by OpenStack, an open source cloud computing platform that

provides a flexible virtual data centre management platform built for the digital age, to leverage the

benefits of the software-defined data centre and infrastructure-as-code. OpenStack:

Offers a global ecosystem of tools, applications and open source code, providing the building blocks to enable rapid development of digital, cloud based applications

Has been developed, supported and implemented by many global enterprises, vendors and academic institutes, becoming a mature and trusted platform which offers flexibility and choice via an active open source community of over 70,000 individuals, 2,000 contributors and nearly 1,000 supporting organisations

Is a constantly expanding extensible cloud platform — the OpenStack Foundation regularly approves new projects that run natively and expand the platform's capabilities (services such as big data, containerisation and governance), which helps to ensure our platform will stay relevant for your future needs

Is truly open and vendor neutral — open source, openly designed, openly developed by an open community, making it the ideal cloud platform to support the UK Public Sector's desire to avoid lock-in to propriety solutions such as Amazon Web Services, Microsoft Azure or Oracle

Enables you to build once, run anywhere — OpenStack acts as a common platform across multiple environments to provide consolidated, federated access, allowing true portability and burstability between public and private clouds

Is a great platform to drive a multi-cloud strategy, as it is compatible with many cloud management tools (such as Terraform by HashiCorp)

Our UKCloud for OpenStack service is underpinned by a range of features that make it easy to use

and control. Using the secure UKCloud Portal or feature-rich API, you can:

Programmatically control and gain platform visibility through the familiar OpenStack API, from controlling your Instances through to networks and routing

Deploy and manage virtual load balancers to support resilience at the application level

Reconfigure virtual hardware on the fly — changing memory, processors, network and storage programmatically to react in near real time to demands on your applications

Interact programmatically with the Instance operating system (OS) at deployment or when scaling or contracting your solution, helping to reduce the time to value on any changes to your environment

Use the global ecosystem of OpenStack tools and applications





Upload custom Instance images, applications and data, or select from UKCloud’s catalogue of template-based standard OS configurations and infrastructure-as-code. OpenStack:

Pricing and packaging

We work hard to make our pricing and packaging clear and understandable, to help you accurately

predict the running cost of your workloads. The following diagram summarises the seven simple

choices you need to make in creating your Instances.

Add licensing

Apply your chosen optional licence — RHEL, Microsoft, MSSQL

Add connectivity

Apply your choice of connectivity — DDoS protected internet, PSN, N3/HSCN, Janet, RLI

Add a cloud load balancer

Do you need a cloud load balancer for your solution?

Choose additional storageWill the default amount of ephemeral storage be enough?

Apply your choice of optional persistent block storage

Select an Instance flavour

Select from a choice of Instances based upon your vCPU and RAM requirements

Select an Instance type

Ephemeral Boot from block

Select a security domain

Assured OFFICIAL Elevated OFFICIAL





Virtual machines

VM type Ephemeral Persistent boot from block

Use case Disposable Instances used in environments that can tolerate the failure of an Instance and its associated data

Instances serving mission-critical data and needing a higher level of data resilience and persistence

VM placement Choice of multiple availability zones

Choice of multiple availability zones

Internet IP addresses

included per project[1]

3 3

Automated disaster recovery between data centres

No No

Storage included (GiB) Yes None [2]

Storage type Ephemeral[3] (non-persistent) Persistent block storage[4] Tier 1 or Tier 2

Effective number of file copies 1 3

VM protection option Snapshot to persistent block storage[5]

Snapshot to persistent block storage[5]

[1] You can request additional IP addresses. Please see the Pricing Guide for any related charges.

[2] Persistent block storage Instances will still be allocated with ephemeral storage; however, this will not be the primary block

device when using persistent boot from block

[3] Ephemeral drives and associated data exist only until an Instance is terminated. For persistent block storage capabilities,

see the next section.

[4] Boot from block volumes will be charged based upon the amount of storage consumed on block storage.

[5] Snapshots will be charged at the standard block storage rate defined below, based on the storage consumed.

Instance pricing is based on a minimum billing period of one hour or part thereof, and depends on the

choice of:

Instance flavour

Security domain

Security domain

VM flavour vCPU RAM

(GiB)

Ephemeral HDD (GiB)

Assured £/hr

Elevated £/hr

t1.nano 1 0.5 10 £0.01 £0.02

t1.tiny 1 1 10 £0.015 £0.03

t1.small 1 2 20 £0.03 £0.05

t1.medium 2 2 40 £0.035 £0.055

t1.large 2 4 40 £0.04 £0.06

m1.small 4 8 60 £0.06 £0.10

m1.medium 4 16 60 £0.14 £0.18

m1.large 4 32 60 £0.30 £0.36

r1.small 8 16 60 £0.16 £0.22

r1.medium 8 32 60 £0.35 £0.40

r1.large 8 64 60 £0.70 £0.80





In addition to the cloud native optimised Instances shown above, customers with larger, bare metal

style workloads can chose from the following Instances:

VM flavour vCPU RAM

(GiB)

Ephemeral HDD (GiB)

Assured £/hr

Elevated £/hr

GPU

b1.medium 28 220 7200 £3.50 £4.00 Extra

b1.large 56 440 14400 £5.00 £5.50 Extra

Note: Due to the specialised nature of these instance, provisioning lead-times may be longer than our standards instances.

As the ephemeral storage is presented to the instance as directly attached storage, these instances

are ideal for more data intensive workloads such as Hadoop/Big Data/SAP HANA analytics, large

NoSQL clusters, transition target for Enterprise workloads or for when licensing restrictions require a

single tenant host (b1.large only). Customers requiring resilient, persistent storage can also use the

Persistent block storage options as outlined below.

In addition, customers can also choose to add GPU capabilities to these Instances to accelerate

computational workloads. For full details and charging of GPU capabilities please see the ‘UKCloud –

Cloud GPU’ service definition.

Persistent block storage

Persistent block storage is highly scalable and resilient. It can:

Scale beyond the default ephemeral, non-persistent storage provided with each Instance

Provide resilient persistent block storage for Instances

Create Instance snapshots to deliver a level of Instance protection

Boot from block [4], enabling you to boot your Instance from a remotely attached volume; the underpinning Ceph technology provides some of the fastest Instance deployments, which accelerates the time to deploy and scale environments

Cost is calculated based on the average storage provisioned by the customer at the end of the month,

which is based on daily average measurements.

Tier 1 Persistent block storage Tier 2 Persistent block storage

Overview Provides our most performant block storage for workloads requiring consistently higher disk throughput

Block storage with typical performance characteristics for use by production applications or storage

Number of file copies 3 3

Use cases Data warehouses

High-performance NoSQL databases such as MongoDB or Cassandra

Randomly executing workloads

Production-level system and application workloads with mid-range traffic loads (eg Apache Web Server)

£ per GiB per month £0.25 £0.10

In addition, our Cloud Storage product is also available to provide an API-accessible and S3-

compatible object storage solution which complements your cloud-native compute environment. For

full details, see the service definition published on the Digital Marketplace.





Cloud load balancers

OpenStack provides basic virtual load balancing features, delivering a localised load balancer to

distribute traffic among two or more servers. This service supports end-to-end SSL/TLS encryption

between the end-user device and your web servers.

£ per hour

First cloud load balancer instance with each project FREE

Additional cloud load balancer instances £0.02

OpenStack’s Neutron project does not provide highly available (HA) load balancing natively, which

could result in the loss of traffic flow to a Project in the event of a host failure. To mitigate against this

scenario, UKCloud has created a ‘How to’ guide and HEAT automation template to help you easily

deploy a HA load-balancing solution within your OpenStack Projects. There will be no charge for the

first load balancer solution deployed into each Project by following this ‘How to’ guide or HEAT

template, but each subsequent load balancer Instance will be charged at the prevailing rate of the

Instances types deployed for the solution.

Details of our load-balancer ‘How to’ guide and accompanying HEAT automation template can be

found in the Knowledge Centre within the UKCloud Portal.

Connectivity options

UKCloud provides one of the best connected cloud platforms for the UK public sector. We offer a

range of flexible connectivity options that enable access to our secure platform by virtually any

government user community or system. The variety of government, public and private networks is

shown in the following diagram:

Please refer to the pricing guide for all options and details.

PSN Assured: The general-purpose unencrypted Public Services Network. Connected to most central, local and devolved government organisations. PSN Protected: Encrypted higher-security Public Services Network. Connected to legacy IL3 networks including GSI, PNN, CJX, GSE, GSX and others.

Janet: The UK’s research and education network. Connected to all education organisations and research councils.

CloudConnect: Enables customers to establish connectivity to UKCloud-approved public cloud providers through peering exchanges or via private connections.

N3/HSCN: The NHS National Network and its replacement, the Health and Social Care Network. This enables you to connect to all health and social care organisations nationwide.

HybridConnect/CrownConnect: Supports a variety of flexible private connectivity options. Enables connection to Crown Hosting (CHDC) and other third-party facilities.

RLI: A high-security network for defence and industry partners. Connection to RLI is subject to extensive vetting and approval from the MoD.





There are three discount and purchase schemes — see below.

For more information and examples of our discount and purchase schemes, refer to our pricing guide.

Licensing options

The standard terms and conditions from Microsoft state that if you want to run a Windows Server

operating system in the cloud, you must license it via the Service Provider Licence Agreement

(SPLA), which must be provided by UKCloud. Microsoft Developer Network (MSDN) and Windows

desktop operating system licences are generally not permitted by Microsoft’s terms and conditions.

UKCloud offers the option for you to bring your own Red Hat licensing, or certain Microsoft application

licensing under Microsoft Mobility using software assurance.

If you're licensing Microsoft Windows Server OS, Microsoft SQL Server, Microsoft RDS or Red Hat

Enterprise Linux, licensing charges apply. See the pricing guide for details.

Licensing

Instance size

Microsoft

Windows Server

Microsoft SQL

Standard *

Microsoft SQL

Enterprise * Microsoft RDS

Red Hat

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£0.266 £0.008 £825.00 £195

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charge

t1.tiny £0.012 £0.002

t1.small £0.012 £0.002

t1.medium £0.023 £0.003

t1.large £0.023 £0.003

m1.small £0.046 £0.007

m1.medium £0.046 £0.007

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r1.small,

r1.medium,

r1.large,

b1.medium,

b1.large

£0.135 £0.020 £0.580 £0.15 £1650.00 £390 £0.09





* Note that SQL Enterprise is bought on a monthly basis. You must report the quantity of SQL Standard and Enterprise licences

you need each month to UKCloud.

* Oracle instances are not currently supported. However, we do offer either Dedicated Compute or the UKCloud for Oracle

Software service for Oracle specific workloads

Note that each service has a per-unit price. Billing is per unit or part thereof.

An SLA you can trust

We understand that UK public sector organisations need a dependable service that demonstrates

value to stakeholders, which is why we offer one of the best SLAs on G-Cloud. What's more, we back

our SLA with Service Credits.

Our UKCloud for OpenStack service has been designed around the requirements of cloud-native

applications, in which an Instance should be both disposable and stateless. The SLA is not, therefore,

based on the availability of individual Instances. Instead, our SLA is based on the ability to scale your

environment or re-instantiate an Instance, either manually or programmatically via the OpenStack

API.

The table below outlines the SLA and Service Credit details. For more information, see the terms and

conditions.

Service level agreement Infrastructure platform per region

99.95%

Control plane

(OpenStack API and Horizon GUI)

99.95%

UKCloud Portal

99.90%

Customers should increase the availability of their solutions by engineering them across multiple regions.

Availability calculation Availability is calculated based on the number of hours in the billing month (for example, 744 hours for months with 31 days). Planned and emergency maintenance periods are excluded from any downtime calculation.

SLA event Infrastructure platform — inability to deploy/re-instantiate an Instance via the API at the same time as an existing Instance failing.

Control plane — inability to receive a response to any valid requests submitted to the appropriate OpenStack API endpoint after seven retries in any consecutive 10-minute period.

Key exclusions The following are examples of what is not covered by the SLA:

Faults within your control, such as client applications and custom configurations (for example customer-defined networks)

Faults within external connectivity providers (for example DDoS- protected internet, PSN, Janet or N3/HSCN) and components colocated at UKCloud

Service Credit Infrastructure platform Control plane

Per region

2% of monthly spend

Global

10% of monthly spend

Global

1% of monthly spend per 1% below service level target or part thereof

* You will not be eligible to receive a Service Credit if your account has any undisputed payments outstanding beyond their due date or you are in violation of UKCloud’s Terms and Conditions including the UKCloud System Interconnect Security Policy (SISP).





‘Global’ is defined from a Service Credit perspective as the availability of two or more regions at the

same time. UKCloud will cap Service Credits at the Global rate of 10% in any given month.

Supporting documents and resources

This service definition aims to give you enough information about the service, options and pricing to

support your G-Cloud procurement process. The following documents, available on request or from

the UKCloud Portal, should provide any additional information you need:

Service scopes provide more details about our services; they also cover service options, such as the Mass Transfer Facility and Cloud Enablement

FAQs for each service aim to answer the most commonly asked questions

Factsheets provide a high-level description of each service

Blueprints provide examples and instructions for completing a specific task

How to guides provide step-by-step instructions for specific actions and tasks on the platform, including the use of the Portal and interacting with UKCloud support teams

Getting started guides help you get up and running quickly using the UKCloud platform, our Portal and our API

In addition, we have:

Cloud Architects who can help you understand how this service can address your requirements

Over 240 partners who can provide specialised professional services in areas such as DevOps, Agile and continuous integration/continuous deployment

Jumpstart service

Not all customers need a full transition service consultancy package. Sometimes getting value from

cloud just requires a few days with a subject matter expert to get the building blocks in place that

helps your organisation understand and start consuming cloud services. The UKCloud jumpstart

service provides a 4 day package of work to help you get going with whichever UKCloud technology

you are planning to use. This is provided at a fixed price of £3,500.

Try before you buy

We appreciate you might have various concerns about the suitability of our service to run your

specific workloads. As we're confident that our service will exceed your expectations, we offer a 30-

day free trial so that you can test and evaluate our service without commitment. Your trial provides

you with a live environment on the UKCloud platform to test our services and check whether they're

suited to your needs.

Before your trial, a Cloud Architect will engage with you to identify the goals you're working towards,

to help ensure your trial will meet them.

Throughout the trial period, a Customer Success Manager (CSM) will provide support for any issues

you may encounter or questions you may have.

At the end of your free trial, you can seamlessly move to a billed service, leveraging any of the work

you’ve already completed in the live environment.

Free trials are:





Available to both new and existing customers

Available for 30 days from first use; any longer will be at our discretion

Available only for products that you haven't previously purchased or trialled

Not available for any products and services you're already consuming, unless:

You're testing a significantly different use case

You're a partner and you're testing a solution for a different customer

Excluded from any SLA credits

Requesting a trial

Request a trial via the UKCloud website (https://www.UKCloud.com/free-trial-sign-up) and accept the trial terms and conditions

Your environment will be set up and you will receive instructions on how to access it

You'll receive trial credits to the equivalent of £500

During your trial

Use your credits for any eligible service within your environment within 30 days

Contact your CSM with any issues or questions

Ending your trial

Your Cloud Architect or CSM will contact you when your trial is due to end, either because you've used up your credits or because you've reached 30 days (whichever is sooner)

At the end of your trial, you can transition to production or cease the trial

The small print

The appendix to this service definition provides a summary of the service terms. For full terms and

conditions, refer to the Terms and Conditions document, available from the Digital Marketplace.

https://www.ukcloud.com/free-trial-sign-up





Appendix

Ordering and invoicing

The service can be ordered via the G-Cloud Framework and must be supported by a valid purchase order.

UKCloud will issue invoices as follows:

At point of order for upfront fees and service options

Annually in advance for pre-payment fees

Monthly in arrears for monthly fees

Payment can be made by direct bank transfer (BACS/CHAPS).

Onboarding

Within 4 business hours of accepting an order, UKCloud will create the customer’s Primary OpenStack Project Administrator account and send a Welcome Pack which includes the URL for the UKCloud Customer Portal, and the getting started guide.

Via the UKCloud Portal the customer’s Project Administrator can set policies, create additional user accounts, each user can then simply log on and begin using the service.

UKCloud has created a number of videos, help guides, manuals and FAQs to help train and instruct users so that they are up and running quickly and easily. These are available within the Knowledge Centre that is accessed via the UKCloud Portal.

In addition, you will be assigned a Customer Success Manager (CSM) to provide any assistance required during the first 90 days of the service.

UKCloud also has a large ecosystem of partners who can deliver additional services, such as support and professional services. UKCloud would be pleased to introduce you to the right partner to suit your needs.

Data migration

In many circumstances, UKCloud can help facilitate a bulk migration to the platform using local data import. This is priced on a time-and-materials basis from the UKCloud SFIA rate card.

UKCloud can also help facilitate a bulk migration to the platform using offline data ingest and extraction — please ask UKCloud for details.

Service management

As a true cloud service aligned to the NIST definition of IaaS, the service is designed to be self-managed via the OpenStack API and the secure online UKCloud Portal, which provide common service management functionality and address standard requirements.

UKCloud will allocate a Technical Account Manager (TAM) to provide you with an assigned point of contact. The TAM will provide additional assistance with reporting and incident escalation, at all times following UKCloud’s ISO20000-certified ITIL-based process framework.

For organisations that require specialised digital/DevOps services, UKCloud has a mature and active partner ecosystem that can provide value-added services such as consultancy, training and ongoing custom managed services. UKCloud will be pleased to make an introduction on request.

Service constraints

UKCloud will routinely scan all allocated floating IP addresses on our platform, and retains the right to reclaim any floating IP addresses identified as unused in excess of 60 days.

UKCloud will adhere to the following in terms of maintenance windows:

“Planned Maintenance” means any pre-planned disruptive maintenance to any of the infrastructure relating to the service. Planned Maintenance activity may result in periods of degradation or loss of availability depending on the nature of the activity required. In such cases, UKCloud shall provide affected customers with at least fourteen (14) days' advance notice of Planned Maintenance.

If during Planned Maintenance there is a loss of availability outside the scope described in the planned maintenance notification to the service, an SLA event will be triggered, but excluded from Service Credits.

“Emergency Maintenance” means any urgent maintenance required to prevent or mitigate against any event compromising the infrastructure relating to the service. Whenever possible, UKCloud shall: a) provide affected customers with at least six (6) hours’ advance notice and b) carry out the emergency maintenance between the hours of 00:00 and 06:00 (UK local time) Monday to Friday or between the hours of Saturday 00:00 to 06:00 (UK local time) on Monday, (including bank holidays) unless there is an identified and demonstrable immediate risk to customer environment(s). Emergency Maintenance may result in periods of degradation or loss of availability depending on the nature of the activity required.

If during Emergency Maintenance there is a loss of availability to the service, an SLA event will be triggered. This time will be excluded from the availability calculation but will be included in monthly service reporting related to the service

Technical requirements

Customers will require appropriate network connectivity such as DDoS-protected internet





access or accredited connectivity such as a government secure network to our cloud platforms. Connectivity via the DDoS-protected internet, a government secure network (PSN, Janet or N3/HSCN) or private leased line is available but may incur additional charges if the hosting of CPE routers is required — see the pricing section for more details. Where they are required, customers are responsible for procuring and managing appropriate devices or software to meet the requirement for data security over the various forms of connectivity.

Customer responsibilities

The control and management of access and responsibilities for end users including appropriate connectivity, security and accreditation if required. If access is required over government secure networks such as N3/HSCN, Janet, RLI or PSN (including legacy networks), the customer is responsible for adhering to the relevant Code of Connection (CoCo) and for providing evidence of their CoCo to UKCloud upon request. UKCloud is unable to provide access to secure networks where such evidence has not been provided by the customer.

As a core benefit of the cloud platform, customers are able to self-manage their environment including provisioning, stopping/starting Instances, antivirus and patching which UKCloud support with the availability of update repositories for key operating systems.

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

The customer is expected to maintain adequately tested backups of any data used in the UKCloud or OpenStack service.

The customer is responsible for ensuring the safe storage of any code relating to any code-driven infrastructure (Infrastructure as Code) in an appropriate source code repository.

The customer is also responsible for ensuring only lawful data that supports the UK Public Sector is stored and processed by applications on this environment, and that they fully comply with the UKCloud Security Operating Procedures (SyOPs) and other information assurance requirements as specified in the UKCloud System Interconnect and Security Policy (SISP) and associated accreditation documentation sets.

Termination

Terms

Customers can terminate this service by providing UKCloud with not less than 30 days' advance notice in writing.

At the point of termination, you are responsible for removing all Content by 23:59:59 on the Effective Date of termination. If Content is not removed by this time We reserve the right to charge for any Content not removed, or for retrieving and returning your content, and may destroy or otherwise securely dispose of any of Your Content in Our possession

Costs

There are no termination costs for this service. Customers are responsible for extracting their own data from the UKCloud for OpenStack service if required.

UKCloud may make an additional charge for transferring data out of the service, and reserves the right to pass through third party price rises that are not within its direct control.

Offboarding

The customer is expected to maintain adequately tested backups of any data used in the UKCloud for OpenStack service, so there is no requirement for the customer to transfer their data out of the solution at the end of the contract. Rather, the customer simply has to securely delete the data prior to the termination of the contract.

Documents

UKCloud for OpenStack and we have resold services since the launch of the G-Cloud framework in February 2012. Services. We have been a UKCloud Partner since their creation in 2011,