G-Cloud Service Description Dimension Data Private Cloud
Dimension Data – Private Cloud
CONTACT INFO
Andy Lancaster | E: andy.lancaster@dimensiondata.com| P: +44 12 5277 9649
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G-Cloud Service Description Dimension Data Private Cloud
Contents
1
1.1
1.2
2
2.1
2.2
2.3
2.4
2.5
2.6
Service Description ..................................................................................................... 3
Service Overview................................................................................................................................................... 3
Service Features .................................................................................................................................................... 3
Service Management .................................................................................................. 5
Support for the service ....................................................................................................................................... 5
Customer Responsibilities................................................................................................................................. 7
Client-Side Technical Requirements ............................................................................................................. 7
Service Constraints............................................................................................................................................... 8
Planned Maintenance Windows ..................................................................................................................... 8
Back Up / Restore and Disaster Recovery .................................................................................................. 8
3
Training ...................................................................................................................... 8
4
Information Security ................................................................................................... 8
4.1
4.2
4.3
4.4
5
5.1
5.2
6
6.1
7
7.1
7.2
8
8.1
8.2
8.3
9
Security level targeted ........................................................................................................................................ 8
Current security standards and certifications .......................................................................................... 9
Data Storage and Processing Locations ....................................................................................................... 9
Data Extraction and Removal ....................................................................................................................... 10
On-boarding ............................................................................................................. 10
Deployment .......................................................................................................................................................... 10
Configuration and Customisation ............................................................................................................... 10
Off-boarding ............................................................................................................. 11
Termination Policy ............................................................................................................................................ 11
Performance ............................................................................................................. 12
Service levels ....................................................................................................................................................... 12
Financial recompense model ........................................................................................................................ 12
Ordering and Invoicing .............................................................................................. 12
Billing Frequency ............................................................................................................................................... 12
Payment Terms ................................................................................................................................................... 13
Trial Service ......................................................................................................................................................... 13
Pricing Summary ....................................................................................................... 13
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G-Cloud Service Description Dimension Data Private Cloud
1 Service Description
1.1 Service Overview
Dimension Data’s approach for Cloud computing provides on-demand, self- service access to
servers, applications and software development platforms; enabling clients to embrace a
commoditised approach to technology and secure the best, low cost option for their
hosting needs.
PRIVATE COMPUTE-AS-A-SERVICE
Dimension Data Private Compute-as- a-Service (CaaS) is a dedicated cloud Infrastructureas-a-Service (IaaS) that provides on-demand, self-service, pay-for- use access and control of
virtual servers, tiered storage and networking. Our Private CaaS is hosted within a client’s
data centre and includes enterprise-class security, controls and performance guarantees as
well as a REST-based application interface (API) for easy integration into back end systems,
enterprise system management tools or third-party cloud applications.
Dimension Data Private CaaS provides clients with a secure and scalable private cloud
environment for compute – hosted within a client data centre. A Private CaaS is available in
multiple standard builds, each for a fixed monthly cost.
TOP 5 FACTS ABOUT DIMENSION DATA’S PRIVATE CaaS
Dimension Data’s Private CaaS is:
 High quality and high performance cloud computing for government and large
organisations
 Build using industry leading hardware and software
 Fully automated and orchestrated via purpose-built software
 Comprises Servers, tiered storage and network elements coupled with WAN
optimisation virtualisation technology and operating system software
 Deployed in a client’s data centre and is available in multiple standard build, each for
a monthly fixed cost.
DIMENSION DATA AND G-CLOUD
Dimension Data offers a range of services through G-Cloud, we have provided commoditised
services, specifically designed with the public sector in mind. Our services cover a breadth of
specialist cloud services (lot 4) as well as strong infrastructure (Lot 1) services, designed to
be easy to use, low cost, pay per use and secure. We are well placed to assist public sector
organisations with developing and executing commoditised, multi-sourced approaches to
technology and digital services, delivered through public and private cloud infrastructure.
1.2 Service Features
Key features of Dimension Data’s Private CaaS are designed for government and large
organsations, whilst being priced competitively and with ease of take-up and moving-away
in mind.
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G-Cloud Service Description Dimension Data Private Cloud
SIMPLE-TO-USE, SELF-SERVICE
 Provisioning and termination of virtual servers, networks and tiered storage in
minutes via our Cloud Control management system.
 Web-based administrative user interface (UI) and REST-based APIs
 Common interface across public and private cloud deployments
 Customisable look and feel of the home page of the user interface
SECURITY, ASSURANCE AND ACCREDITATION
We are targeting ‘OFFICIAL’- Assured Cloud and ‘OFFICAL-SENSITIVE’ - Accredited Cloud, in
our current G-Cloud application, our ISO27001 certification is underway and will hopefully
commence PGA accreditation shortly after.
Our Private CaaS offers:
 Virtual private clouds with user-determined public Internet connectivity
 Unique customisable firewalls for security
 VPN administration of all servers
 Unique username/password for each administrator
 Role-based permissions controlling the activities of each user
 Audit logs of all environmental changes
FULLY MANAGED SERVICE
 Comprehensive, ongoing management of the entire private cloud infrastructure
 Management of the underlying operating systems, VMware virtualisation software,
hardware (servers, network and tiered storage), and cloud management system
 Dimension Data’s management processes address the key elements of
implementation, change control, monitoring, patching, and lifecycle management so
that cloud availability and performance are maintained
 Ongoing software lifecycle management, including evaluation
of all major software
releases from VMware, OS vendors, and the other components of the solution, to
ensure they function as expected
 Dimension Data will review new features and capabilities of any releases and will
update its software to allow you to take full advantage of new software
USER CONTROLS
 Centralised control and billing
 In-depth usage reporting by asset
 Audit log reporting by user and department
 24x7 phone support with ticketing/ status tracking
PERFORMANCE DESIGNED FOR GOVERNMENT AND LARGE ORGANISATIONS
 Availability service level agreement (SLA)
 Latency guarantee
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G-Cloud Service Description Dimension Data Private Cloud

Industry standard technology, including VMware virtualisation, Cisco servers and
networking, Dell servers, VMware virtualization, and EMC tiered storage
Learn more about our Private Cloud: http://eucloud.dimensiondata.com
SERVICE SPECIFICATIONS
Cloud server infrastructure
Operating systems supported
Virtualisation platform
Infrastructure providers
CPU
RAM
Tiered Storage
RedHat Enterprise Linux 6, Red Hat Enterprise
Linux 5 , CentOS
6, CentOS 5, Ubuntu 10 LTS,
Ubuntu 8 LTS, Microsoft Windows Server 2008
R2 Standard and Enterprise, Microsoft Windows
Server 2008 Standard and Enterprise Microsoft
Windows Server 2003 Standard and Enterprise
VMware vSphere
VMware, Cisco, EMC, Dell, Riverbed, NetApp
1-16, configurable
1 – 128GB, configurable
High-performance, Standard, Economy tiers
ranging from 600 GB – 10 TB, configurable
2 Service Management
2.1 Support for the service
As part of buying our Private Cloud Service, Clients also get access to the following two
support services included in the Cloud service pricing:
PRIVATE CaaS ONGOING MANAGEMENT
Dimension Data provides comprehensive, ongoing management of the entire private cloud
infrastructure as part of the Private CaaS. This includes responsibility for maintaining the
following:
 Physical infrastructure (servers, networking equipment, and tiered storage)
 Underlying operating systems
 VMware software
 Dimension Data CloudControl cloud management system
Dimension Data’s management
processes address the key elements
of implementation,
change control, monitoring, patching, and lifecycle management so that cloud availability
and performance are maintained. 5
G-Cloud Service Description Dimension Data Private Cloud
Ongoing software lifecycle management is a key component of the Private CaaS. Dimension
Data evaluates all major software releases from VMware, Cisco and the other components
of the solution, and tests these releases within its lab environment to ensure they function
as expected.
Furthermore, Dimension Data will review new features and capabilities of any releases and
will update its operating system, virtualisation and Dimension Data CloudControl software
to allow you to take full advantage of new software. Dimension Data’s multipoint monitoring systems scrutinise key system parameters, system
availability, network and the overall user experience 24x7x365 to ensure the highest
possible uptime and performance.
UPTIME MANAGEMENT SERVICE
Dimension Data’s Uptime Maintenance Service includes traditional break-fix support such as
troubleshooting and incident restoration within agreed service levels. The service includes
the following:
 Multi-vendor Management procures and manages underpinning contracts with
multiple global and regional vendors.
 Incident Management enables a quick and accurate diagnosis of a reported incident
and the determination of the necessary steps to resolution, thereby minimising
downtime.
 Engineer to Site provides for dispatching of a technician to a client site when
resources are unable to resolve the incident remotely.
 Parts to Site provides speedy replacements should any cloud hardware fail.
GLOBAL SERVICE CENTRE
Dimension Data’s monitoring systems report to a central aggregation engine that drives
Dimension Data’s Private and Public CaaS client care and technical support for all
emergency or after hours client-to-Dimension Data communications. The 24x7x365 Client
Care Centre has the tools, technology, and administrative expertise to effectively support
customer environments, including:
 24x7x365 staffing with experienced technicians – first-level support is via our Global
Service Centre;
 Level 1 and Level 2 industry expertise to resolve Severity 1 and Severity 2 issues
immediately;
 In-depth domain knowledge, escalation management expertise and a focus on 100%
client satisfaction.
Private CaaS clients also have the choice of providing their end users with access to the
Dimension Data’s Cloud Community. The community provides users and developers with
the support, education and knowledge base to use the service to build applications on the
Dimension Data’s Cloud.
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G-Cloud Service Description Dimension Data Private Cloud
In the case of an Incident, a client will need to provide sufficient explanation of the
circumstances under which the Incident occurred or is occurring. Dimension Data will
reasonably classify each call as an Emergency Incident, Other Incident or Service Request. If
a call is misclassified initially, Dimension Data may reclassify it and respond accordingly. On
each call, the GSC representative will assign a unique ticket number to Client, which Client
can use to track its request. Following receipt of a client’s Incident report or Service
Request, Dimension Data will contact the client via email or telephone to:
 provide them with information regarding the Incident or Service Request; and
 collect any additional information from them necessary or useful to facilitate
Incident Correction or to respond to the Service Request.
In addition to its Compute-as-a-Service offerings, Dimension Data offers to clients who have
ordered Dimension Data’s Private CaaS certain additional services called Tech Ops Services.
The Tech Ops Services are intended to provide basic system administration services such as
operating system (OS) support, system monitoring and server backups for designated Cloud
Servers.
In order to enable Dimension Data to perform Tech Ops Services, a Client is required to
make Dimension Data a full access Sub-Administrator for Client’s CaaS account, so that
Dimension Data can help manage the Client’s CaaS environment and perform system
administration tasks on Client’s designated Cloud Servers. Tech Ops Services are billed
based on a monthly per-Cloud Server fee and the pricing is covered in the pricing document.
For more information on Technical Support Services please see:
http://www.dimensiondata.com/global/services/cloud-services/pages/caas-tech-ops.aspx
2.2 Customer Responsibilities
Here are some of the key responsibilities we wish to highlight, a full list is contained within
the supplier Terms and Conditions that apply to this service.
ACCESS AND AUTHORISATION
The client will take commercially reasonable steps to prevent unauthorized access to or use
of the service and that users’ authentication details are protected. Should any unauthorised
access or use occur, the client must notify Dimension Data promptly.
2.3 Client-Side Technical Requirements
INFRASTRUCTURE WITHIN A CLIENT DATA CENTRE
Dimension Data will install and manage
the Private CaaS Service equipment at
a client’s
data centre, which will provide
the public IP connectivity, space, power, heating, ventilation
and air-conditioning for the equipment.
Dimension Data will work with you to ensure that any unique data centre infrastructure
specification or design guidelines are taken into account. Dimension Data also works with
you to implement facility access and escalation procedures.
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G-Cloud Service Description Dimension Data Private Cloud
Dimension Data takes full responsibility for implementation and ongoing maintenance of
the hardware and software layers.
2.4 Service Constraints
There are no constraints with this cloud service.
2.5 Planned Maintenance Windows
Dimension Data performs scheduled maintenance on the services (including maintenance
related to the Software, MCP and other equipment and materials used for providing the
Services) from time to time. In addition, Dimension Data may occasionally need to perform
emergency or unscheduled maintenance; these maintenance activities may cause
interruptions to the services.
CaaS maintenance events normally occur Tuesdays or Thursdays, though we occasionally
perform maintenance at the same time on other weekdays. The timing of the window for
these events varies depending on the Geographic Region, but remains at the same local
time (i.e. it is adjusted based on the Region's use of daylight savings time):
 North America: 05:45 AM US Eastern Local Time 
 Australia: 09:00 PM Australia Eastern Local Time 
 Indonesia: 09:00 PM Western Indonesian Local Time 
 Africa: 08:00 PM South Africa Standard Local Time 
 Europe: 09:00 PM Central European Local Time 
 Asia-Pacific: 09:00 PM Japan Standard Local Time 
2.6 Back Up / Restore and Disaster Recovery
Unless backup services are included in the order as part of Tech Ops Services, Dimension
Data will not be required to create, maintain or implement backups of any client content
and that the client is solely responsible for such backup services.
3 Training
Dimension Data Professional Services can engage to provide training to administrators and
users of the platform. This is a chargeable activity, but, due to the intuitive nature of the
platform is rarely necessary
4 Information Security
4.1 Security level targeted
We are targeting ‘OFFICIAL’- Assured Cloud and ‘OFFICAL-SENSITIVE’ - Accredited Cloud. We
are planning to embark on the process of Pan Government Accreditation following our GCloud 5 submission.
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G-Cloud Service Description Dimension Data Private Cloud
4.2 Current security standards and certifications
Dimension Data is accredited to ISO27001, the international security management standard.
We operate very robust processes for safeguarding data and for maintaining the
confidentiality of information. We are currently undertaking a gap analysis of the scope of
the ISO27001 accreditations for the company, the data centre and this service. The outcome
of this process will be a suitably scoped ISO27001 certification that will cover this service,
which we aspire to take forwards through PGA accreditation at ‘OFFICIAL’ and ‘OFFICIALSENSITIVE’.
Current Security Controls
Network configuration
Cloud files encryption
Access
Administrative control
Server control
Reporting
Compliance
Incident response
API
Configurable Layer-2 VLANs based on Ciscobased switching fabric; Customisable ACLbased firewall rules; NAT and VIP functions;
Load-balancing and port translation;
Multicast support for clustering
implementations
Data stored with 256-bit encryption at rest
and 128-bit SSL encryption while in transit
Public Internet and virtual private network
(VPN)
VPN administration of all servers; Unique
username and password for multiple
administrators; Role-based permissions
allow administrator to limit subadministrators to manage only certain
resources, such as servers, tiered storage or
networks.
Take servers in and out of service manually,
programmatically, or based on monitoring
probes
Audit logs of all environmental changes
SSAE 16 (formerly SAS70 Type II) compliant;
US-European Union Safe Harbor Certified
24x7 incident response
REST-based API
4.3 Data Storage and Processing Locations
Private Cloud platforms are deployed within client data centres and can be accessed via
their private network or the public Internet.
A CLOUD MANAGEMENT PLATFORM ENABLING GLOBAL AVAILABILITY
Dimension Data’s CloudControl cloud management system enables federation between
Public and Private Managed Cloud Platforms (MCPs). Our strategically-located Public MCPs
have the ability to interconnect or ‘peer’ with one another and other Private MCPs, as
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G-Cloud Service Description Dimension Data Private Cloud
capacity requirements ebb and flow to create a ‘Cloud Exchange’. This means performance
and latency may be optimised and time-to- service reduced. This model also ensures that
any data sovereignty requirements on a client’s part may be satisfied.
4.4 Data Extraction and Removal
There are no extra charges for removing data from the service, the customer will only have
to pay for the bandwidth used when transporting data away from their cloud services.
5 On-boarding
5.1 Deployment
A client may request Services by submitting an Order to Dimension Data. This can be placed
via the G-Cloud order form and contacting Andy.Lancaster@dimensiondata.com.
Dimension Data will, on the completion of an order being placed issue a Welcome Pack. The
Welcome Pack will include credentials to enable the designated administrator to access the
services. A client will be deemed to have access to the Services on the date Dimension Data
issues the Welcome Pack. Dimension Data will keep a record of the effective date for each
order and each order will set forth the particular plan ordered and the applicable fees.
5.2 Configuration and Customisation
CLOUD SERVERS
Built on VMware’s vSphere Hypervisor, Dimension Data cloud servers are highly
configurable, secure, virtual machines that provide granular control and allow easy
customisation. Each cloud server can be configured with anti-affinity and up to 16 CPUs, 128
GB of RAM and 10 TB of tiered storage.
Dimension Data offers three levels of tiered storage, including:
 High Performance – for mission critical online active files and database tables that
require always-on availability
 Standard – ideal for Cloud applications using VM/VDI files, archiving of videos and
images
 Economy – for offline master backup, disaster recovery and long-term retention To
easily and seamlessly ensure business continuity and data protection while also
offering choice; cloud backup is delivered through a self-service portal.
These options are covered in the pricing section of this document.
Our secure virtual machines are hosted on physical servers in the Dimension Data
enterprise-class private cloud and are built on the infrastructures from Cisco, EMC and Dell.
Dimension Data cloud servers support Microsoft Windows, Red Hat Enterprise Linux,
Ubuntu and CentOS operating systems and can be deployed and managed either through
the administrative UI or through corresponding functions of the open API.
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G-Cloud Service Description Dimension Data Private Cloud
CLOUD NETWORKS
Cloud networks are VLANs built on Cisco hardware-based networking providing network
isolation, security and performance for your environment. Cloud networks can be
customised with additional networking features such as firewalls, load balancing, multicast
and network address translation (NAT).
Additional features include the following:
o Private IP addressing for all cloud servers, with the ability for cloud servers located
on separate cloud networks to communicate across this private IP space
o Client-to-site VPN access for administrators to securely manage servers on their
cloud networks
o Customisable ACL-based firewall rules to control access into each network VLAN
o NAT and VIP functions to expose private IP addresses to the public Internet
o VIP functions support load balancing and port translation across multiple virtual
servers, with the ability to take servers in and out of service based on client-defined
monitoring probes
o Multicast support for clustering implementations
6 Off-boarding
6.1 Termination Policy
Subject to any Minimum Commitment Term, either party may terminate the agreement or
orders by notice to the other party, for any reason or no reason, with termination to be
effective at the end of the last day of the calendar month immediately following such
notice.
Either party may terminate the agreement or any orders upon notice to the other party if
the other party materially breaches any term or condition of this agreement or any order
and fails to correct such breach within fifteen days following notice specifying such breach.
Within our Private Cloud service a client is able to do the following, which assist with on and
off boarding:
 Cloning ability to duplicate virtual servers to create ‘customer images’ which can be
used to deploy copies of a server configuration
 Capability to import/export server images which can be used to transfer virtual
machines to and from a client’s own infrastructure
There are no extra charges for moving away from the service, the customer will only have to
pay for the bandwidth used when transporting data away from their cloud services.
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G-Cloud Service Description Dimension Data Private Cloud
7 Performance
7.1 Service levels
The following Service Levels apply to Private CaaS (each Service Level and the terms and
conditions that apply are described in more detail here:
http://eucloud.dimensiondata.com/Legal/Service-Level-Agreement)
o Network Uptime Target – 99.95% Network Uptime Target
o Server Uptime Target – 99.5% Server Uptime Target
o Support Response Time Target – 30 minute Support Response Time Target for
Emergency Incidents; and
o Latency Target – <1 ms Latency Target for Latency between Cloud Servers in the
same Vlan
Actual performance against the above Service Levels will be measured using Dimension
Data’s then-current monitoring tool as implemented by Dimension Data (the “Monitoring
Tool”).
7.2 Financial recompense model
Service Level Credits are available for this service and as such are the Client’s sole remedy
and Dimension Data’s sole liability with respect to Dimension Data’s failure to meet the
Service Levels. For a full description of the service credit regime please see the Service Level
Credit section in the Supplier Terms and Conditions.
8 Ordering and Invoicing
8.1 Billing Frequency
Usage-Based Plans
For Usage-Based Plans, on or after the Effective Date of an Order, Dimension Data will
deliver an invoice for the first calendar month’s Minimum Usage Fees (adjusted pro-rata for
the remainder of the then-current calendar month) and, if applicable, the Set-Up Fee. Each
subsequent month, Dimension Data will deliver an invoice for the Minimum Usage Fees for
such month and, if applicable, Overage Fees for the immediately preceding calendar month
(and prior calendar months, if such Fees have accrued but have not yet been invoiced).
Minimum Commitment Plans
For Minimum Commitment Plans, on or after the Effective Date of an Order, Dimension
Data will deliver an invoice for the first calendar month’s Minimum Usage Fees and if
applicable, Tech Ops Service Fees, both of which will be adjusted pro-rata for the remainder
of the then-current calendar month, and if applicable, the Set-Up Fee. Each subsequent
month, Dimension Data will deliver an invoice for:
o the Minimum Usage Fees for such month;
o if applicable, Tech Ops Service Fees for such month; and
o if applicable, Overage Fees for the immediately preceding calendar month (and prior
calendar months, if such Fees have accrued but have not yet been invoiced).
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G-Cloud Service Description Dimension Data Private Cloud
8.2 Payment Terms
Any Client-specific payment terms, including currency, dates and manner of payment,
interest rates on late payment, and taxes, will be described in the applicable Order.
Normal payment terms are 30 days in arrears and based on actual usage consumed.
8.3 Trial Service
Dimension Data will invest in a 30 or 60 day proof of concept; a proof of concept can be set
up by contacting Andy.Lancaster@dimensiondata.com.
9 Pricing Summary
This is a high level summary of service pricing. Full details can be found in our separate
pricing document.
Customers buy the Private CaaS as a service from Dimension Data. They can choose from
one of two initial configurations (Small and Medium), or request a customer configuration,
each of which has a different set of resources available (CPU/RAM, VLANs, Storage, etc.).
Additional resources can be added to the initial deployment as needed, but there are
different maximum sizes that each initial configuration can potentially grow to.
There is an initial fee to set up the service and a monthly fee based on the amount of
resource deployed. The service is provided on a two-year contract. The term for resources
added during the term of the original contract is made co-terminus with the original
contract.
DESCRIPTION
One-time setup cost
Minimum Config

128 vm’s, each of:
o 2vCPU,
o 4GB memory
o 90GB storage
UNIT
1
Dedicated compute
and storage, per
month
UNIT PRICE (£)
65,000
19,500
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