UCL INFORMATION SERVICES DIVISION
IT for SLMS
Service Definition Small Apps Hosting
1. Document Information
Document Name
Small-Apps-Hosting-Service-Definition-v2-1.docx
Service
Small Apps Hosting Service Definition
Author
Bhavesh Varsani (BV)
Contributors
Anthony Peacock (AJP)
Issue Date
27/10/2014
2. Document History
Version
Date
Summary of change
1.0
01/08/2014 Draft
2.0
16/10/2014 Added text to Service Description and components (BV)
2.1
20/10/2014 Minor text revisions (BV)
2.1
24/10/2014 Approved and Issued
This document includes data that is CONFIDENTIAL and shall not be disclosed outside UCL
and shall not be duplicated, used, or disclosed in whole or in part for any purpose other than
to evaluate and implement procedures defined within this document.
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UCL INFORMATION SERVICES DIVISION
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Contents
1.
Document Information ......................................................................................... 1
2.
Document History ................................................................................................ 1
3
Service Description ........................................................................................... 4
4
5
6
3.1
Service Name................................................................................................ 4
3.2
Virtual Server Owner ..................................................................................... 4
3.3
Service Owner............................................................................................... 5
3.4
Service Operation Manager .......................................................................... 5
3.5
Customers ..................................................................................................... 5
Service Components ......................................................................................... 6
4.1
Host provision ............................................................................................... 6
4.2
Member Server Operating System (OS) ....................................................... 6
4.3
Application Install, Management, development and Support ........................ 6
Service Functionality......................................................................................... 7
5.1
General Purpose of this service .................................................................... 7
5.2
Resiliency across two data centres (hosted at UCL) ..................................... 7
5.3
Backup and Restore ...................................................................................... 7
General Policy .................................................................................................... 8
Details ........................................................................................................................ 8
7
6.1
Life cycle of Virtual Servers ........................................................................... 8
6.2
Security ......................................................................................................... 8
6.3
Databases Services ...................................................................................... 8
6.4
Exit Strategy .................................................................................................. 9
6.5
Operating System Standard Builds, updates and patching ........................... 9
Service Support ............................................................................................... 10
Details ..................................................................................................................... 10
7.1
Service Hours.............................................................................................. 10
7.2
Levels of Service ......................................................................................... 10
8
Virtual Infrastructure Service Operational Responsibilities ................................ 11
9
Costs: Virtual Servers ........................................................................................ 12
9.1
Costs: Virtual servers .................................................................................. 12
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9.1.1
Linux (RHEL) – Baseline server costs fl ............................................... 12
9.1.2
Microsoft Windows – Baseline Virtual Server costs .............................. 12
9.1.3
VM Resource add-ons .......................................................................... 13
9.2
Virtual Server Cost calculation example ...................................................... 14
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UCL INFORMATION SERVICES DIVISION
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Details
3 Service
Description
3.1 Service Name
Small Apps Hosting
This service provides a hosting ONLY service for
customers.
Customers using this service should have their application
development and support contracts/agreements in place
either via local IT or external company contract.
Typical use case: Research group would like a server to
host an application (whether in house developed or
purchased from a supplier) that they will maintain
themselves.
This service provides a structured set of hosting options to
optimise the use of processing and storage resources to
meet end user requirements.
This service is provided across the Windows and Red Hat
Enterprise (RHEL) platforms.
3.2 Virtual Server
Owner
All virtual servers must have a named owner, who is a
member of UCL staff and will be available for the period of
the server's service.
If a server owner leaves UCL they should nominate a
replacement.
The server owner's responsibilities are:
 A point of contact for all aspects of the server.
 Acceptance testing of initial installation.
 Correct configuration and management of all
applications that are not being managed by the IT
for SLMS.
 Ensuring that the virtual server is used in
accordance with the initial agreement, UCL policies
and other legislation (national or international).
 Ensure that the applications running have
development and support agreements in place with
either local UCL arrangements or external suppliers.
 Ensure the applications are maintained and
developed to be compatible with future OS updates
and upgrades (MS windows or RHEL)
 Ensuring that all configuration information & local
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3.3 Service Owner
3.4 Service
Operation
Manager
3.5 Customers
IT FOR SLMS
data are appropriately saved prior to virtual server
retirement.
IT FOR SLMS Head of Research Learning & Teaching
Anthony Peacock
Small Apps Hosting Service – Chris Cooper (IT for SLMS
Infrastructure team)
MySQL Database Hosting Service – ISD Databases Team
-
-
SLMS staff who:
- Require small scale hosting for research
applications
Have a UCL Active Directory account
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Details
4 Service
Components
4.1 Host provision
What’s included in this service:
The provision of a virtual server complete with:
 OS install with resources (vCPU, Memory and
storage)
 All virtual severs will be configured with a base
installation of one of the supported operating
systems, with all high priority or security patches.
 Addition to VM backup strategy
 Addition to IT for SLMS Infrastructure monitoring
systems (proactive means of identifying issues
with the VM)
 Controlled firewall rules
 Means of accessing the VM
What’s not included in this service:
Application installation, management and support other
than for the environment, operating system and other
core components. The customer is accountable and
responsible for any application installed, support and
maintenance of applications.
4.2 Member Server
Operating
System (OS)
4.3 Application
Install,
Management,
development
and Support
This service will provided OS across the Windows and
RHEL platforms.
The customer is accountable for application install,
management, development and support for the
environment. The hosting service will only provide the
operating system and other core components install and
support as part of this service.
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Details
5 Service
Functionality
The virtual servers will be a chargeable service that
5.1 General Purpose provides a well-managed hosting environment for
of this service
research applications within SLMS.
5.2 Resiliency
across two data
centres (hosted
at UCL)
Typical use case: research group would like a server to
host an application (whether in house developed or
purchased from a supplier) that they will maintain
themselves
The Infrastructure is set up across two different
Datacentres with resiliency built.
In both data centers:
 The physical servers have many redundant parts
(memory, power, disk) that can be hot replaced in
the event of a failure without affecting the
availability of the service.
 Multiple paths for network and storage
connections are used meaning multiple disks or
network connections can fail without service loss.
Should one data center occur a loss of service
(availability, Virtual Servers can automatically move to the
available data centre in the event of a server failure or
component failure.
Physical failures are detected and repaired by an UCL
Information Services Division (DCS) team – DCS.
5.3 Backup and
Restore
Backup-up Schedule - All Virtual Servers are scheduled
for backup nightly.
Server Recovery (large scale event) – In the event of a
disaster affecting storage at both data sites all Servers
will be recovered to the last version backed-up.
The Tier 1 design for this service employs dual storage
and server locations to ensure the probability of large
scale events are minimised and most requirements for
server recovery will be limited to operating system or
application errors (individual event).
Server Recovery (Individual event) - A standard restore
request can go back 3 months although longer retention
periods can be requested if required. Recovery of servers
will be performed in line with service request procedures.
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UCL INFORMATION SERVICES DIVISION
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6 General Policy Details
6.1 Life cycle of
Virtual Servers
6.2 Security
All virtual servers must have an agreed retirement date.
On requesting a server this can be specified to be
between one and three years from the start date.
All VMs will be maintained in accordance with standard
best practice, including patching, monitoring of the
operating system and installed applications. VMs will be
protected by virtual firewalls with default deny inbound
policy.
The VM network is zoned to segregate network traffic.
VMs are hosted at two separate centres: Torrington Place
and Wolfson House, both of which are protected by CCTV
and security door access
IT for SLMS:
 Can withdraw this server from service without any
notice should a valid reason arise.
 Can carry out security vulnerbities scans on the VM
in collaboration with ISD Security team. The Service
Owner should ensure the applications are kept up
to date (as per Section 4.3 of this document).
Where a threat is found to fix, the customer will be
notified to fix the issue with their developers and
support personnel
6.3 Databases
Services
ISD Databases team currently offer MySQL database
hosting. This service is available to all UCL users. There is
a process to register for a MySQL Account
Note: You ONLY need to apply for a MySQL account
as your applications will be hosted on the Virtual
Server provided by this service
MySQL Database Service pages:
http://www.ucl.ac.uk/isd/staff/websites/dreamweaver/mysql
Review the MySQL Service Definition:
http://www.ucl.ac.uk/isd/community/sd/mysql_sd
To apply for MySQL Database: Email - mysqlsupport@ucl.ac.uk with information as below:
- Supply the UCL user names that will use the
database
- What will the MySQL database be used for? (store
data/images)
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Details
5 Service
Functionality
-
-
6.4 Exit Strategy
6.5 Operating
System
Standard Builds,
updates and
patching
With any security requirements for the data? Such
as data needs to be encrypted or any other security
elements expected.
Expected size of database initially e.g. size in MB,
number of records
Expected growth i.e. expected size of database in 1
year, 5 years.
Where the use of the Virtual Server comes to a natural
end or moves away, the customer to archive any data that
is potentially required. The Virtual Server will then be
backed up to tape, shutdown and decommissioned. The
Server’s owner will be informed. There may be a fee for
restoring the data though this may be waived in businesscritical cases.
Virtual Servers will be based on standard builds as
Microsoft Server or Red Hat Enterprise (RHEL)
Operating System (OS) Upgrades:
IT for SLMS will upgrade the OS (when required). The
Customer is accountable for maintaining their application
so it operates with Operating systems versions in roadmap
of RHEL and Microsoft Windows.*
Operating System (OS) Updates and Patching:
IT for SLMS: will carry our regular (and when required
emergency) patches and updates to the OS. The
customer is accountable to maintain/ develop their
applications to run with the OS patches / updates in the
roadmap of Microsoft Windows*
*Customer is accountable via either having a third party
contract to upgrade / develop applications or have
arrangements with a team that does this at UCL.
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7 Service
Support
7.1 Service Hours
IT FOR SLMS
Details
All virtual servers will generally be available for customers
24 hours a day, seven days a week.
Timelines for any support, consultation, advice and
guidance:
09:00-17:00, Monday to Friday, excluding University
closure periods.
Planned maintenance times will be publicised in advance
if there will be a disruption to the service.
7.2 Levels of
Service
Target for service availability is 99.80%. Resilience is built
into the enterprise file service between 2 sites so any
failures should not result in the loss of service beyond the
time taken for failover to the secondary site.
All requests relating to this service will be handled
according to the IT for SLMS Service Request process
and related Service Level Agreements.
All incidents relating to this service will be handled
according to the IT for SLMS Infrastructure Incident
Management process.
Data Centre Services will notify IT for SLMS Infrastructure
team of any incidents
All virtual server hosting standards will be reviewed at
least annually, by the IT for SLMS Infrastructure.
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8 Virtual Infrastructure Service Operational Responsibilities
The matrix below highlights operational responsibilities from Virtual Infrastructure, networks to Virtual Server
Small Apps Hosting service ‐ Virtual Infrastructure
Infrastructure layer or service Service Operational responsibilities Service support workflow Virtual Server: Applications Install, Maintenance, development & Raise service desk Virtual Server Owner Support and Licenses maintenance tickets via usual IT for SLMS support Virtual Server: Middleware Install, Maintenance, development & Virtual Server Owner route Support and Licenses maintenance Virtual Server: Database Install & Maintenance – A service is Virtual Server Owner in Escalation to provided via ISD Databases team currently as MySQL only. View oration with Database Services section 6.3 Database service of this document IT for SLMS Virtual Server: Security patching and OS maintenance IT for SLMS INF Infrastructure Virtual Server: Provision and OS install IT for SLMS INF team Virtual Server: Firewall rules provisions IT for SLMS INF Virtual Server: Provision of Server certificates IT for SLMS INF If required, co‐
Virtual Server: Backup and restore requests co‐ordination with DCS IT for SLMS INF ordinate/ escalate Virtual Server: Provision of suitable rights to Virtual Service owner with IT for SLMS INF to install and config their applications Virtual Infrastructure: vSphere maintenance, configuration and DCS support Virtual Infrastructure: Physical Servers maintenance and install DCS across both data centers Appropriate Virtual Infrastructure: Storage provision to virtual environment, DCS internal teams storage hardware maintenance and install across both data centers
Virtual Infrastructure: Tape backup and restore service DCS Networks Maintenance and support Small-Apps-Hosting-Service-Definition-v2-1.docx
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NS Key:
Virtual Server Owner – UCL member o
accountable for the server
IT for SLMS INF – IT for SLMS Infrastru
DCS – ISD Data Center Services
NS – Network Services
NOTE:
The Virtual Server Owner is accountable fo
maintenance and updates of any resulting a
the server as well as the maintenance of an
agreements with suppliers for the upkeep of
Should the Service Owner fail to upkeep su
agreements, they are accountable for resolv
issues with the software no matter how they
occurred. Be it an operating system issue b
windows update or operation system upgrad
the software is not operating well due it bein
version and not up to date.
The Virtual Server owner should notify IT fo
Infrastructure team via usual IT support rout
of owner
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UCL INFORMATION SERVICES DIVISION
IT FOR SLMS
9 Costs: Virtual Servers
Virtual Server costing model is dependent on the Operating system as below
Note: This costing model does not include any, application procurement,
maintenance and support costs. The Virtual Server owner should allow variances in
their budgeting
Costs included are: The Operating system costs (Microsoft Windows and RHEL) and
Backup costs
9.1 Costs: Virtual servers
Both operating systems have options as:
1. Baseline VM: A standard predefined Small, Medium and Large VM (Section
2. 9.1.1 and 9.1.2 as below)
3. VM resource add-ons: Additional resources required with each of the baseline
images (section 9.1.3)
9.1.1 Linux (RHEL) – Baseline server costs fl
Type
LINUX (RHEL)
Baseline VM costs
Backup costs
Operating system
costs- License and
patching
(Windows/RHEL)
Data Transfer costs
Small
1 Virtual CPU
2 GB RAM
20 GB Tier 1 Disk (10
GB OS + 10 GB data)
£0.00
£0.00
Medium
2 Virtual CPU’s
4 GB RAM
20 GB Tier 1 Disk (10
GB OS + 10 GB data)
£0.00
£0.00
Large
4 Virtual CPU’s
6 GB RAM
20 GB Tier 1 Disk (10
GB OS + 10 GB data)
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£1,006.05
£1938.00
£3,573.90
£353.00
£680.00
£1,254.00
(in and out of virtual server)
Hourly charge for use
of VM
Three Year Cost
(Discounted price of 5% if
paid as single capital cost at
the start)
Annual costs
(Applicable if not opted for 3
year cost or year 4 onwards)
9.1.2 Microsoft Windows – Baseline Virtual Server costs
Type
Windows Baseline VM
Small
1 Virtual CPU
4 GB RAM
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Medium
2 Virtual CPU’s
6 GB RAM
Large
4 Virtual CPU’s
8 GB RAM
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costs
40 GB Tier 1 Disk (40
GB OS disk ONLY)
40 GB Tier 1 Disk (40
GB OS disk ONLY)
40 GB Tier 1 Disk (40
GB OS disk ONLY)
Backup costs
Operating system costsLicense and patching
(Windows/RHEL)
Data Transfer costs
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£1,308.15
£2,240.10
£3,876.00
£459.00
£786.00
£1,360.00
(in and out of virtual server)
Hourly Charge for use of
VM
Three Year Cost
(Discounted price of 5% if paid
as single capital cost at the
start)
Annual costs
(Applicable if not opted for 3
year cost or year 4 onwards)
9.1.3 VM Resource add-ons
Where a customer requires additional VM resources as vCPU, RAM or storage with
the baseline VM, costs are defined as below (for both Windows and RHEL VMs)
VM Resources
Annual cost
£80.00
Three year cost (discounted price
of 5% if paid as single capital cost
at start
£228.00
2 GB RAM
1 vCPU
£703.95
£247.00
10 GB Tier 1 storage disk for Data £13.00
£37.05
Raid 5 protected FC (Fast Fibre Channel)
disk storage. Connected to servers using
Fibre Channel. Real time cross-site
mirrored using SVC. (storage on both data
centres)
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9.2 Virtual Server Cost calculation example
Joe Bloggs requires a Windows Small Server with add ons as 40GB Storage, 2 GB
RAM.
Type
Windows VM
Backup costs
Operating
system costsLicense and
patching
(Windows/RHEL)
Data Transfer
costs
Small
+ Add-ons
RAM
2GB RAM
=TOTAL VM costs
1 Virtual CPU
4 GB RAM
40 GB Tier 1
Disk (40 GB
OS disk
ONLY)
£0.00
£0.00
+ Add-ons
Storage
40 GB Tier 1
Disk
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£0.00
£1,308.15
£148.20
£228.00
Costs = 4 x
10GB storage 3
year add-on
costs (4 X
£37.05)
Costs = 1 x 2 GB
RAM 3 year add-on
costs (1 X £228.00)
£1,684.35
Small VM + Addons (Storage +
RAM)
1 Virtual CPU
6 GB RAM
80 GB Tier 1 Disk (40
GB OS disk + 40 GB
Data)
(in and out of virtual
server)
Hourly Charge
for use of VM
Three Year Cost
(Discounted price of
5% if paid as single
capital cost at the
start)
Annual costs
(Applicable if not
opted for 3 year cost
or year 4 onwards)
£459.00
£52.00
£80.00
Costs = 4 x
10GB storage
annual add-on
costs (4 X £13)
Costs = 1 x 2 GB
RAM annual addon costs (1 X £80)
£591.00
Small VM + Addons (Storage +
RAM)
End of Document
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