iomart Service Description – Cloud Backup
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This Document is Copyright © 2013 iomartcloud limited
Prepared for:
Organisation:
GCloud
GCloud
Prepared by:
Contact Telephone:
Contact Email:
Contact Address:
Mikey Ruddick
0141 931 6448
michael.ruddick@iomartcloud.com
Lister Pavilion, Kelvin Campus, West of
Scotland Science Park, Glasgow, G20 0SP
March 2013
IOM/VIGMR/CB – Cloud Backup
Date:
Document Reference:
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
2
Contents
Overview – iomart Cloud Backup .................................................................................................. 4
iomart Cloud Backup Features ...................................................................................................... 4
Technical Features ....................................................................................................................... 5
Cloud Backup - Key Points ................................................................................................................... 7
Managed Network Security ................................................................................................................. 7
Cloud Control............................................................................................................................... 8
Connectivity ................................................................................................................................ 9
Service Management Details ........................................................................................................ 9
Training ....................................................................................................................................... 9
Service Constraints ...................................................................................................................... 9
Pricing ....................................................................................................................................... 10
Monitoring & Support ................................................................................................................ 10
Information Assurance ............................................................................................................... 11
Ordering and invoicing process................................................................................................... 11
Service lead time ....................................................................................................................... 11
On-boarding and Off-boarding ................................................................................................... 11
Termination terms ..................................................................................................................... 11
Service Credits ........................................................................................................................... 12
Service migration ....................................................................................................................... 12
Consumer responsibilities .......................................................................................................... 12
Trial Services.............................................................................................................................. 12
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
3
Overview – iomart Cloud Backup
The Enterprise Class CloudBackup solution from iomart is built on the Tier 1 Avamar technology from
EMC² Corporation (EMC) and is tightly integrated with iomart’s award winning N+N private cloud
infrastructure spanning our wholly owned UK Based infrastructure of 8 data centres.
Cloud Backup delivers next generation intelligent data backup and recovery to protect an
organisation’s mission critical data in one simple unified solution.
CloudBackup differs from traditional back up models in that it does not require the deployment of
multiple storage targets or tape libraries within customer premises. Traditionally organisations will
flat backup both physical and virtual servers this involves storing multiple copies of the target data
on the backup platform. The backup window is often restricted by the volume of data that has to be
processed often this means difficult choices have to be made. Further complexity is added when
remote offices and remote users require their critical systems to be backed up or data retention
requirements mean historic data has to be copied to tape.
Cloud Backup is an intelligent solution for both physical and virtual environments with application
aware agents deployed to each server/desktop/laptop regardless of location backing up centrally to
secure N+N Data Centres.
The key difference is that each unique item of data is only backed up once this means that during
the backup window only changes are stored. Each item of data that is backed up is written to an
array of N+N backup nodes that ensure fault tolerance, reliability and performance.
This approach allows for both granular and full backups and restores of critical data whether virtual
or physical with the ability to restore either individual files or entire systems. Cloud Backup never
backs up the same data twice allowing a highly efficient and scalable solution to meet the
requirements of protecting yesterdays, today's and tomorrow's data.
CloudBackup is designed to greatly reduce the complexity involved with managing Big Data within
today’s enterprises whilst ensuring that organisations can achieve their backup and recovery goals in
a simple to deploy, secure end to end Managed Service.
Data can be restored to its original location, alternative hardware or iomart’s private N+N Enterprise
Cloud. The combination of iomart’s integrated CloudBackup and private cloud infrastructure delivers
a truly next generation intelligent data protection and recovery managed service.
iomart Cloud Backup Features
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Full or granular backup support
Full support for physical and virtual environments – Vmware, Hyper-V and Xen
Full application support – exchange, SQL etc.
AES-256 Bit Encryption as standard
FIPS-2 accredited platform
RAIN Architecture
Optimised for the internet
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
4
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Single Step Restore
Centralised Management
All data held and stored in the UK to ISO:27001
Technical Features
The iomart Cloud Backup solution described solves the challenges associated with traditional
backup, providing fast daily full backups and reliable recovery for VMware environments, LAN/NAS
servers, and desktop/laptop systems. Cloud Backup utilizes patented, global data deduplication
technology to reduce the size of backup data at the source - before transfer across the network, so
only new, unique sub-file data segments are moved and stored to disk. This reduces the required
daily network bandwidth by up to 500x, enabling companies to quickly protect data despite slow,
congested networks or infrastructure. Data can be encrypted for added security, and centralized
management makes protecting hundreds of remote sites easy and efficient.
Fast, efficient backup and recovery. iomart Cloud Backup provides fast, daily full backups and
reliable data protection by reducing the size of backup data at the source – before it is transferred
across the network. This effectively reduces the daily amount of data moved and stored to disk by
up to 500x, enabling daily full backups via existing networks. Unlike traditional solutions, Avamar
identifies redundant sub-file variable length data segments within and across systems and offices
worldwide. Patented de-duplication technology stores just a single instance of each sub-file segment
globally, reducing total data transferred by up to 50x.
Single-step recovery and centralized management. Unlike traditional solutions, cloud backup
provides daily full backups that can be quickly recovered in just one step - eliminating the time
required to restore full and subsequent incremental backups to reach the desired recovery point.
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
5
Scalability and high availability - Cloud Backup utilizes a grid architecture that enables linear
performance increases by simply adding storage nodes. Each incremental node increases CPU,
memory, I/O and disk capacity for the entire grid. When additional storage is added, data is
automatically load balanced for optimal performance. High availability is delivered by patented
redundant array of independent nodes (RAIN) technology, which provides fault tolerance across
storage nodes and eliminates single points of failure. In addition, Avamar server integrity and backup
data recoverability is verified daily, so there are no surprises. And backup data can be efficiently
replicated offsite for disaster recovery purposes.
Verified checkpoint
Parity across
storage nodes
Reduced Infrastructure Costs - Cloud Backup reduces or eliminates the media and management
costs associated with storing weekly and/or monthly full tape backups over the course of time. The
natural result of tape backup processes is to extract, send, and store multiple copies of the same
data over and over again. Every one of these data duplicates is created using valuable server cycles,
network bandwidth, storage capacity, and administrative personnel, resulting in the continuous
escalation of the total cost of ownership.
Cloud Backup removes the operational overhead associated with media management (tape
handling, barcode/labelling, tape fragmentation and physical storage), tape hardware subsystems
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
6
(mechanical failure), index management (scalability of the index and media databases) and offsite
problems (transportation management, lost or stolen tapes, media degradation, media access
times).
Reduced Backup Time (Wall Clock Time) - By reducing the size of backup data at the source (client),
Cloud Backup provides daily full backups that are up to 10x faster than traditional methods. Cloud
Backup leverages existing physical and virtual infrastructure, freeing up systems and staff for other
purposes.
Disaster Recovery - Cloud Backup allows iomart to economically move and store all critical data offsite to build in disaster recovery capability. In conjunction with iomart’s Cloudsure platform physical
or virtual machines can be backed up and restored directly on to iomart’s virtual infrastructure.
Cloud Backup - Key Points
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Secure and Encrypted
Fault tolerant and scalable platform
Guaranteed 100% availability on all infrastructure (power, cooling and network).
Leased line and VPN connectivity for remote access is available.
24/7 UK based support included as standard
Stored in ISO:27001 UK Data centres
Support for majority of critical operating systems and applications
Managed Network Security
As part of the extended managed service, iomart offers a choice of managed network security
services. CloudSure customers can choose between either the iomart Shared firewall service, or the
deployment of a managed firewall using a Cisco ASA 5505 device. A firewall provides the platform an
essential security layer by preventing unauthorised access.
Option
Iomart
service
Description
Shared
Firewall Iomart’s shared firewall services are provided by a fully redundant
pair of Firewall Services Module blades within our Cisco core
network routers.
Customers are deployed to the FWSM with a standard firewall rule
set which allows two way connections to the following standard
ports and services:
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
Service
Port
HTTP
80
HTTPS
443
FTP
20,21
SSH
22
RDP
3389
POP
110
IMAP
143
7
SMTP
25
This service is designed for small single or dual server
deployments and customers who do not need large numbers of
custom firewall rule sets.
By definition the FWSM provides service for more than one
customer so is less secure than a dedicated option however rules
are created PER CUSTOMER so that for example an “allow rule”
for one client does not affect or apply to another customer.
Managed Firewall Service - The Cisco ASA 5505 delivers high-performance firewall, SSL and
Cisco ASA 5505
IPsec VPN, and rich networking services in a modular, "plug-andplay" appliance. The device offers firewall throughput of up to
150Mbps and supports 10,000 concurrent users.
Cloud Control
iomart Cloud Control provides customers with an integrated account management and cloud
provisioning portal.
Account Details: Administer your account, check billing and payment records and set user
permissions.
Asset Management: Control and manage cloud servers, devices and services hosted with iomart.
Check on usage, bandwidth and power stats in real time or create reports using historical data.
Environmental monitoring: Energy Efficiency and power consumption reduction are generally
considered to be the main drivers behind the 'greening of IT'. In addition to the real time energy
consumption data, the control panel converts the usage into CO² emissions enabling you to offset
your server hosting carbon footprint if you desire.
Cloud Control: Create and manage the service as required:
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Deploy – launch/deploy new services;
Upgrade – flex up to meet demand;
Start/stop – Manage your services;
Restore – Browse and restore files/items/folders/entre systems
Policy – Manage the retention policy, backup schedule and data set’s
Setup monitoring – detail your escalation and internal support groups for specific custom
alarms
Support: An integrated support ticketing system allows you to issue change requests, request
support, raise and view tickets from one central point of contact. You can view the status and
progress of any current ticket, together with an archive of historic requests, giving you a complete
view of your hosting experience with us.
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
8
Cloud Control was a finalist in the 2009 PC PRO Environmental Innovation of the Year and the winner
of BCS 2010 Environmental Project of the Year.
Connectivity
Connecting the iomart data centres is a 40 Gigabit-per-second (Gbps) fibre ring which provides
resilience and diversity to minimise the impact of a single transit failure. Three peering sites across
this ring provide 10Gbit uplinks to our transit providers; Tiscali, Interoute, Cogent, and Teleglobe and
iomart also maintains private peering connections with LONAP and LINX.
All of our networking exchange hardware is housed in on-site dedicated cabinets. Each data centre
network hub houses a telco class Cisco Catalyst 7600-series modular switch, dual power supplies and
a range of 7600-series fabric-enabled line cards to support both multiple fibre and copper gigabit
connections.
Automatic systems constantly monitor our entire network, transit links and servers. In the event of
any problem, our data centre NOC teams are on site 24 hours a day. iomart holds on-site spares for
critical equipment which powers our network to assist us in ensuring that we maintain our 100%
uptime guarantee.
Service Management Details
iomart assigns an Account and Technical Manager to each client. Our approach to Account
Management has been developed to provide a value added service to our customers. Account
Managers are focused on developing relationships, understanding each customer’s strategic goals
and supporting them in the achievement of their objectives. By understanding the demands placed
on the organisation and the business drivers we are able to identify and recommend solutions that
support customers in the achievement of those objectives.
The Account Manager is also a single point of contact for any requirements or escalations, ensuring
any issues are dealt with seamlessly and effectively.
Training
Iomart provide training in the provisioning and management of the service via a number of mediums
include web and text based training as standard. In addition to this iomart can put together training
webinars where required.
Service Constraints
There is currently no service constraints associated with this service.
Should there be any scheduled maintenance required on the platform iomart will provide 24 hours’
notice of this via the Cloud Control panel should it be service effecting.
Should any clients wish to access our detailed roadmap on which features and functionality will be
retired and added to enhance the service then iomart will require a Non-Disclosure Agreement to be
signed.
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
9
Pricing
As per online Service Template Catalogue.
Monitoring & Support
Support is provided on a 24/7 basis and the iomart on-site NOC team responds immediately to
monitoring alarms and support requests. The SLA specifies that all service affecting problems are
dealt with in fifteen minutes. The following table provides an overview of the Support Tiers that are
in place.
Service Description
Intelligent
Support–
(Included FOC)
Intelligent
Support –
Tier 1
Tier 2
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24x7x365 Hardware monitoring only
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24x7x365 1 Hour Fix (from fault diagnosis)
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SLA: 100% Uptime on Infrastructure
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Auto Critical Patching Service: Operating Systems and Assisted Patching
Services as required
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Business Hours Sysadmin Response to Monitoring and Support Requests: 30
minutes per month Extended OS Support – troubleshooting advice only
(Windows, Linux, Solaris)
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Managed Critical Patching Service: Operating Systems
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24x7x365 Sysadmin Response to Monitoring and Support Requests:
Unlimited
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Full Operating System Support and Configuration Services (Windows, Linux,
Solaris)
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24x7x365 Telephone Support
24x7x365 Helpdesk Ticketing
vipsupport@iomart.com
System
and
email
Support
:
Service Level Agreement
Severity Classification
Time to Respond
P1
P2
P3
P4
15 Minutes
30 Minutes
1 Hour
1 Hour
Diagnosis
1 Hour
2 Hours
6 Hours
24 Hours
Time to Fix
2 Hours
4 Hours
24 Hours
Scheduled
Severity Classification
Definition
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
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P1
Whole of or a critical part of the service(s) provided by the relevant Product (the "Service") is unusable, causing
immediate and significant business impact to RESELLER and its End Users.
A large number of End Users are not able to access the system. The access required is fundamental to the usage of the
Service and demands immediate attention.
Typically this would include but not be limited to:
• The inability to register new End Users
• The inability for existing End Users to use the Service
P2
A significant, but not immediately critical, part of the Service is unusable, creating some business impact.
Some End Users are unable to access offerings of the Service where no alternative methods of access are available.
P3
Disruption of a single minor element of the Service.
One or more End Users are unable to access the Product's system. Alternative access or workarounds are available.
P4
Non-urgent or cosmetic problem, causing inconvenience only.
Acceptable workarounds are available and the Service remains unaffected.
Information Assurance
Impact Level (IL) at which iomart CloudSure is accredited to hold and process information - Suitable
for IL0, IL1, IL2 data.
All iomart data centres are located in the UK and are ISO9001 and ISO27001 accredited.
Ordering and invoicing process
Upon receipt of a completed Sales Order form, iomart will deploy the required service.
Billing for the service is monthly, with a minimum contract term of one month.
Payment can be via Direct Debit or BACS transfer.
Service lead time
New customers are typically deployed within two working days from order. Shorter deployment
times may be available and prioritised upon request.
Existing customers are able to deploy additional resources and server instances via the Cloud Control
Panel.
On-boarding and Off-boarding
Once the deployment is completed, account and access details are sent to the Account contact
nominated by the customer. The server will be ready for application and data upload, and use.
When use of the service ends, it is the customers responsibility to export the data before the service
is terminated.
Termination terms
At the point of termination, all data, accounts and access will be permanently deleted, and will not
be able to be recovered or restored.
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
11
It is the responsibility of the customer to remove all data prior to termination.
There are no termination costs for this Service.
The termination notice period is 30 days.
Service Credits
iomart offers guaranteed service levels on network availability, power, data centre environmental
conditions and support. In the unlikely event that we do not meet our stated levels we will credit
your account.
Service migration
iomart allows existing virtual machine images built using VMware to be migrated and uploaded to
the platform.
Consumer responsibilities
The control and management of access and responsibilities for administrators.
Some elements of billing (based on usage) may be variable.
The customer is responsible for ensuring only appropriate data is stored and processed by
applications on this environment and that they abide by iomart’s Acceptable Usage Policy.
.
Trial Services
Iomart and Viglen are happy to offer customers a one month free trial of the service prior to
contract.
__________________________________________________________________________________
Author: Mikey Ruddick
Email: Michael.ruddick@iomart.com
Contact Telephone: 0141 931 6448
12