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Compute as a Service Production
GCloud 4
Version: 1, Issue Date: 19 September 2013
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© Capita Secure Information Solutions Ltd 2016.
Other than for the sole purpose of evaluating this Service Description, 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 Capita Secure Information Solutions Ltd.
Capita Secure Information Solutions Ltd, Methuen Park, Bath Road, Chippenham, Wilts SN14 0TW
Telephone: 08456 041999, Fax: 08456 042999
Registered Office: 17 Rochester Row, London, SW1P 1QT. Registered in England No. 1593831 Vat Reg No. GB 618 1841 40
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Contents
1
Overview .................................................................................................................... 2
2
Description ................................................................................................................ 2
3
Example use cases ................................................................................................... 2
4
Product features ....................................................................................................... 3
5
Pricing ........................................................................................................................ 4
6
Technical features .................................................................................................... 1
7
Backup / Recovery & Disaster Recovery ............................................................... 4
8
Information assurance: Impact Level (IL) at which the G-Cloud Service is
accredited to hold and process information ......................................................... 4
9
On-boarding and off-boarding ................................................................................ 4
10
Service options ......................................................................................................... 5
11
Service management ................................................................................................ 6
12
Service levels ............................................................................................................ 6
13
Service constraints................................................................................................... 7
14
Training ...................................................................................................................... 8
15
Ordering and invoicing ............................................................................................ 8
16
Service lead time ...................................................................................................... 8
17
Termination ............................................................................................................... 8
18
Data restoration / service migration ....................................................................... 9
19
Consumer responsibilities....................................................................................... 9
20
Technical requirements ........................................................................................... 9
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2
Overview
Compute as a Service from Capita is an Infrastructure as a service (IaaS) offing which enables
organisations to provision and scale secure Virtual Machines in minutes, in a flexible and
autonomous manner. Fully configurable, scalable and resilient, the platform allows both technical
and non-technical people to quickly build simple environments or enable complex tiered solutions.
Capita have achieved Pan Government Accreditation for both IL2 and IL3 data for this service,
meaning that a significant proportion of assurance has already been completed thus allowing
Public Sector Organisations to gain the benefits of secure, purpose built, on-demand compute
resources that meet their stringent requirements, all on a true utility (pay for what you use)
consumption model.
Capita provide Compute as a Service at a range of Impact Levels and Service Levels – up to
99.99% availability – allowing Consumers the ability to match their application / user needs to an
appropriate impact level, service level and cost instead of designing everything to the highest level
when not needed.
1.1
Highlights
 Pan Government Accredited - Suitable for IL0, IL1, IL2 and IL3 data.
 PGA accredited IL2 to IL3 Bridge (gateway) is available to facilitate Citizen access to secure
systems.
 Exceptional value – lowest cost compute resources (from £0.02 per hour for workloads
which are not performance sensitive or from £0.03 per hour for workloads requiring
predictable performance)
 Immediately available at all impact levels – zero delay to your project.
 Flexible and Adaptable – add, remove or change your solution via the Capita Portal or our
fully documented API.
 All datacentres are highly resilient, Tier3 and UK sovereign with >50 miles separation.
 Connectivity via the Internet or a government secure networks (e.g. PSN, GSI, etc.) or your
own dedicated circuits such as Xcryptors, CPA, Leased Lines, MPLS, etc.
2
Description
This services provides an organisation with a secure, scalable and flexible Virtual Data Centre
(VDC). Consumers can easily create, clone and configure VMs (with associated network, storage
and application tiering) with high Service Level Agreements (SLA) that support performance
sensitive or critical workloads.
Capita’s service has been designed specifically of for the UK public sector, and is available only to
the UK public sector. The service supports and complies with all relevant areas of the Government
ICT Strategy and Information Principles for the UK Public Sector. Capita’s datacentres are some of
the most energy efficient in the world and as such support the Greening Government ICT Strategy
in full.
3
Example use cases
 Organisations requiring enterprise / production class hosted environments, needing
responsive deployments with scalable builds, release templates, catalogues and cloning of
environments.
 Organisations looking to reduce costs on server running expenses for intranet sites,
knowledge base portals etc. that are only required to be available during normal business
hours.
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 Organisation seeking a massively scalable infrastructure to host high volume websites and
Citizen facing applications.
 Organisations requiring full control over their hosted environment whilst gaining on demand
responsiveness, flexibility and scalability.
 Individual departments who use hosted applications that have monthly peaks in computing
demands or only need to be available for a small period of time during a month.
 Organisations wanting to consume and pay for their infrastructure in an OPEX model.
 Organisations wanting greater efficiency and the ability to reduce their carbon impact.
 Organisations requiring an accredited infrastructure (IL2 and IL3) without wanting to incur the
time, cost and risk of deploying and accrediting a dedicated infrastructure.
4
Product features
Compute as a Service provides an accredited, secure and highly scalable compute platform which
offers the following benefits:
 Build and configure VMs within minutes. Users can add more (or less) resources when
needed.
 Already Pan Government Accredited to IL2 and IL3 – Organisations gain significant
advantages in terms of costs, time and effort compared with how systems and platforms
were built in the past.
 Range of services levels and VM sizes – chose the right service, and the right price for what
you and your application / data require.
 Billed by the hour / resources used - enabling significant cost savings if VMs are turned off
when not needed and on when they are.
 Expedites your project – no need to wait for infrastructure and deployment teams – new VMs
are provisioned quickly via an easy-to-use self-service portal.
 Assured Security – the platform is Pan Government Accredited at both IL2 & IL3, hosted in
highly resilient Tier3, UK sovereign data centres and benefits from QinetiQ’s Protective
Monitoring solution at IL3.
 Green – the Capita service is based in UK data centres which offer market leading efficiency
around power and cooling. A Capita solution will generate less Carbon than many other
solutions.
Compute as a Service from Capita offers an assured service including monitoring and
management of the platform using best practice IT Service Management ITIL methodologies, with
a clear SLA.
The service is billed on the basis of the resources used or reserved during a period of time (1 hour
minimum) based on metrics including VM size (memory, processors, storage), licenses and
bandwidth.
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4
Pricing
TEST & DEV
BASIC
STANDARD
ENHANCED
2GHz
vCPU
1
(500MHz)
RAM
(GB)
IL0
IL2
IL3
IL0
IL2
IL3
IL0
IL2
IL3
IL0
IL2
IL3
0.5
£0.022
£0.033
£0.044
£0.033
£0.044
£0.055
£0.055
£0.066
£0.077
£0.275
£0.308
£0.385
Tiny
1
2
£0.066
£0.077
£0.110
£0.110
£0.143
£0.154
£0.154
£0.176
£0.231
£0.308
£0.363
£0.495
Small
2
4
£0.088
£0.099
£0.132
£0.154
£0.165
£0.187
£0.209
£0.231
£0.319
£0.363
£0.429
£0.594
Medium
4
8
£0.132
£0.165
£0.198
£0.286
£0.308
£0.341
£0.363
£0.407
£0.528
£0.473
£0.561
£0.781
Medium
High
Memory
4
16
£0.264
£0.308
£0.363
£0.429
£0.429
£0.495
£0.517
£0.583
£0.748
£0.748
£0.880
£1.221
Large
8
16
£0.297
£0.319
£0.418
£0.583
£0.616
£0.704
£0.748
£0.836
£1.089
£0.979
£1.155
£1.606
Large
High
Memory
8
32
£0.550
£0.583
£0.715
£0.946
£0.990
£1.133
£1.210
£1.353
£1.760
£1.793
£2.101
£2.629
Tier 1
Apps
Small
8
48
£0.737
£0.781
£0.979
£1.320
£1.364
£1.562
£1.672
£1.870
£2.431
£2.442
£2.871
£3.564
Tier 1
Apps
Medium
8
64
£0.924
£0.979
£1.221
£1.672
£1.749
£1.980
£2.134
£2.376
£3.113
£3.069
£3.608
£4.565
Tier 1
Apps
Large
8
96
£1.298
£1.375
£1.716
£2.409
£2.497
£2.827
£3.058
£3.410
£4.455
£4.323
£5.082
£6.567
Micro1
Basic Storage (Primary
storage only)
£0.385 / GB / Month
£0.385 / GB / Month
N/A
N/A
N/A
N/A
£0.495 / GB / Month
N/A
N/A
N/A
N/A
£1.65 / GB / Month
14 day
Backup
Retention2
£0.50 / GB / Month
£0.50 / GB / Month
N/A
N/A
28 day
Backup
Retention2
£0.825 / GB / Month
£0.825 / GB / Month
£0.165 / GB / Month
£0.165 / GB / Month
Standard Storage
(including 14 day backup)
Enhanced Storage
(including replication & 14 day
replicated backup)
Micro has a fixed 10GB storage allocation (no additional storage can be added to Micro VM’s) and
a single 500Mhz vCPU. Micro VM’s must reside in a dedicated Virtual Data Centre (VDC) separate
from other VM sizes. Consumers can configure a VPN between the Micro VDC and other VDC’s to
enable network connectivity if required.
1
2
Backup storage must match the entire storage allocated to the VM being backed up (e.g. a VM
with 150GB storage will require 150GB of backup where this option is specified). There is no option
to partially backup a virtual machine. Price is per GB per month.
The hourly VM charges above are incurred when the VM is running. When the VM is stopped the
storage & backup charges are incurred at a pro-rated hourly rate based on the monthly charge
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above. This applies also to Consumer specific template images. When the VM (and associated
storage) is deleted no charges are incurred.
The pricing in the above table is based on GBP (£) per hour (part hour charged as a whole hour).
Operating Systems
If licensing operating systems through Capita, the following charges are applicable;

Microsoft Windows (note that as per Microsoft Terms & Conditions, Capita must license
this)
Micro, Tiny VM
Small VM
Medium VM
Medium High Memory
Large VM, Large High Memory, Tier One Apps
SPLA Type
Per Hour per VM
Academic
£0.002
G-SPLA
£0.008
Academic
£0.003
G-SPLA
£0.014
Academic
£0.006
G-SPLA
£0.029
Academic
£0.006
G-SPLA
£0.029
Academic
£0.017
G-SPLA
£0.084
 RHEL
Clients can chose to license through Capita and gain access to the RHEL Support.
All VM Sizes
Type
Per Hour per VM
RHEL
£0.10
If Linux distributions are not licensed through Capita, Consumers should consider how VMs can be
authenticated and patches received.
Software
 Microsoft SQL
If licensing SQL through Capita, the following charges are applicable and are based on the size of
the VM:
Tiny, Small, Medium, Medium High Memory
Large, Large High Memory, Tier One Apps
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SPLA Type
Per Hour per VM
Academic
£0.09
G-SPLA
£0.25
Academic
£0.17
G-SPLA
£0.50
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Connectivity Options
Option
Notes
Price
Internet
Inbound Data Transfer
£0.00p per GB
Outbound Data Transfer
£0.132p per GB
PSN (IL2)
Connectivity
Access to the PSN on a reserved bandwidth model
£48.40 per Mbps per DC per month
PSN (IL3)
Connectivity
Access to the PSN on a reserved bandwidth model
£275 per Mbps per DC per month
GSI (IL3)
Connectivity
Access to the GSI on a reserved bandwidth model
£412.50 per Mbps per DC per
month
IL0/IL2 Inter Data
Centre Connectivity
Both IL0 and IL2 inter data centre connectivity will utilise
Skyscape’s IL0 inter data centre circuits (IL2 traffic will
require a site-to-site VPN to suitably encrypt data). VM
replication bandwidth is included in the price of
ENHANCED VM’s.
£0.132/GB/month
IL3 Inter Data
Centre Connectivity
Consumers pay for access to Skyscape’s IL3 accredited
resilient multi-gigabit inter data centre connectivity.
Usage is not metered but is subject to a Fair Usage
Policy. VM replication bandwidth is included in the price
of ENHANCED VM’s.
£550 per month
Dedicated Leased
Lines
Leased line to be ordered and managed by the
Consumer directly with a Skyscape approved Telco.
Connection terminated on a Skyscape router.
Per Data Centre Charge:
£2,200 one off setup charge
No recurring charge
IL3 VPN Solutions
CAPS approved or appropriate CPA assured solutions
to be ordered and managed by the Consumer directly,
requiring VPN devices to be hosted within the Skyscape
data centre(s)
Per Data Centre Charge:
£2,200 one off setup charge
£550 per month
IL2-IL3 Data Bridge
(aka Guard)
Skyscape uniquely provide a Pan Government
Accredited bridge to facilitate access to IL3 systems by
the Public/citizens. Requires your application design to
be reviewed and approved by the PGA accreditor.
Per Data Centre Charge:
No one off setup charge
£1,100 per month
IP addresses
IP Addresses over those provided as standard can be
provided by requires approval from Skyscape
Administration Charge
£220 per IP Address
Colocation of
equipment
See specific Service Description
See specific Service Description
Data ingestion and extraction
In many circumstances, Capita can help facilitate the bulk import or export of Virtual Machines and
associated data to/from the platform. This service option is priced on a time and materials basis
form the Capita SFIA rate card.
All pricing is exclusive of VAT.
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1
Technical features
Compute as a Service offers organisations full management of their environment through a secure
web portal which will enable users to complete the following;
 Build VMs either from pre-defined templates or by specifying the exact requirements from
memory (256MB to 96GB), processors (1 to 8 vCPU), storage and installing a wide range of
operating systems, including Windows Server 2008 R2, Redhat Enterprise Linux 6 and
CentOS 6 – in minutes.
 Special “Micro” sized VM’s designed specifically for lightweight Linux distributions
 Stop, start, clone and delete VMs.
 Reconfigure virtual hardware “on the fly” – changing memory, processors, network and
storage as and when needed.
 Manage and define all firewall security rules and/or policies.
 Set and control access, user profiles and capabilities.
 Upload own operating systems, applications and data, or alternatively select from Capita’s
catalogue of template based standard OS configurations.
 Control the environment via an easy-to-use self-service portal or programmatically through a
documented API.
Users can select from the predefined VMs below:
Virtual CPU
RAM (GB)
Micro
1 (500Mhz)
0.5
Tiny
1
2
Small
2
4
Medium
4
8
Medium High Memory
4
16
Large
8
16
Large High Memory
8
32
Small Tier One Apps
8
48
Medium Tier One Apps
8
64
Large Tier One Apps
8
96
All VMs (except Micro) come with 50GB of storage by default included in the price, additional
storage can simply be added as required and is bought on a per GB basis. Micro comes with a
fixed 10GB allocation which cannot be expanded.
Other important information:
 Leased line and site to site VPN connectivity for remote access is available.
 Each organisation is provided with 3 useable external IP address by default, these are not
transferable. Additional IP addresses maybe available on request.
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 Memory and processors are uncontented and so performance is certain to be predictable at
the BASIC, STANDARD or ENHANCED Service Levels. The TEST & DEVELOPMENT
Service Level is subject to resource contention and so performance might be more variable.
 Micro VM’s must reside in a dedicated Virtual Data Centre (VDC) separate from other VM
sizes. Consumers can configure a VPN between the Micro VDC and other VDC’s to enable
network connectivity if required.
 Each organisation can create their own catalogues of software and operating systems,
providing gold images for other users to build and replicate from.
 VMs and storage (including backups) are persistent – they are not deleted when the VM is
stopped.
 Data transfer between VMs within an organisations environment is free whilst within the
same data centre. When transferring data between data centres (for example for back up),
charges will be incurred
 Capita use VMware vSphere as the hypervisor for this IaaS service.
Software
 The VM templates offer the organisation a default configuration operating system, allowing
them to configure it how they require.
 VM templates do not have third party applications such as Java or Adobe for example. It
remains the organisations responsibility to manage, license and install these.
 Anti-virus is not included. Capita recommend customers deploy an appropriate Antivirus
solution as part of their Assurance Plan.
Backup
TEST &
DEVELOPMENT
BASIC
STANDARD
ENHANCED
Availability
Optional Cost
Optional Cost
Inclusive
Inclusive
Default Retention Period
14 days
14 days
14 days
14 days
Maximum Retention
Period
28 days
28 days
28 days
28 days
Replicated Backup
No
No
No
Yes
Backup Location
Local or Remote
DC
Local or
Remote DC
Local or
Remote DC
Local and
Remote DC
Backup Frequency
Once every 24
hours
Once every 24
hours
Once every 24
hours
Once every 24
hours
Recovery
Via Service
Request
Via Service
Request
Via Service
Request
Via Service
Request
 Backups include the whole Virtual Machine (crash consistent snapshot) and so partial
backups are not supported
 Backups do not include the Virtual Data Centre configuration (e.g. firewall rules, load
balancing configuration, etc).
 Additionally, Organisations can purchase capacity on the Capita “Storage as a Service”
platform on which can be used to keep secondary copies of data. This can be achieved via
manual data copy, scripted data copy or the use of supported backup applications such as
Commvault, Networker and others. Such data can be replicated between data centres for
even higher data protection.
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Licensing
 Licensing of the Hypervisor is included within the service
 In line with Microsoft Terms & Conditions, licenses for Microsoft Windows operating systems
must be provided by Capita. Other Microsoft licenses (e.g. applications such as Exchange,
SQL, etc) on existing agreements have the potential to be used under Microsoft’s ‘License
Mobility’.
o Capita can provide G-SPLA or Charity & Academic Licensing.
o Capita reserve the right to change SPLA pricing in line with Microsoft.
 Licenses/Subscriptions for Red Hat Enterprise Linux Operating Systems can be provided by
either party.
 Licensing for all other software is the responsibility of each Consumer.
Billing
 Billing is per hour, each partial hour consumed will be billed as a full hour.
 Whilst a VM is stopped, charges will be applied to the persistent storage/backup element.
 If reconfiguring or resizing a VM outside the pre-defined templates, pricing is based the next
closest sized machine in an upwardly fashion.
Monitoring
 The availability of the Compute as a Service platform and each VM will be monitored by
Capita to ensure the Service Level Agreements are met.
 Capita will not monitor the operating system and applications inside of the VMs, this can be
implemented by the Consumer.
 Organisations have access to online reports including useful statistics such as number of
VMs, performance, size, users and real time costs and usage. For VM performance, this
requires VM tools to be installed on the operating system.
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4
Backup / Recovery & Disaster Recovery
As standard, localised component failures are tolerated within the infrastructure by eliminating all
single points of failure (including physical server failure or disk failure). Consumers are also
advised to consider building in high availability and fault tolerance at the Virtual Machine level (e.g.
load balancing across multiple virtual machines). In this way, service will be automatically restored
in most situations.
Backup
Further, organisations have the option to back data up or take “snapshots” and “clones” of VMs
which can provide additional protection. Consumers can back-up their data themselves using the
Capita Storage as a Service solution or can choose to procure the optional automated backup on a
per GB per month basis.
Disaster Recovery
For Consumers choosing the ENHANCED Service Level, Capita will replicate the VMs and
associated data to a second UK locale which provides a robust solution for more substantial failure
of the primary environment (e.g. site failure)
At the TEST& DEVELOPMENT, BASIC and STANDARD service levels:
 Organisations can choose to deploy independent VM’s in each site and implement
application level replication utilising Capita’s secure and scalable inter-datacentre circuits (at
additional cost). In the event of a site failure, the Consumer is able to failover their
environment to the second data centre.
 Organisations can choose to have backups stored at the remote site. In the event of a major
failure affecting the primary data centre, Capita will endeavour to allow Consumers to reprovision their environment within the second data centre. Consumers should note that this
is subject to available capacity within the second data centre. If consumers require certainty
that capacity will be available in the event of DR, it is recommended that VM’s are procured
at the second data centre. NOTE: Capita backups include the whole VM but not the Virtual
Data Centre configuration (e.g. firewall configuration, load balancing, virtual networking, etc)
which would need to be reconfigured by the Consumer manually.
8
Information assurance: Impact Level (IL) at which the G-Cloud
Service is accredited to hold and process information
Compute as a Service has achieved Pan Government Accreditation (PGA) for data at Impact Level
2 and Impact Level 3.
 Suitable for IL0, IL1, IL2 and IL3 data. In addition of PGA for IL2 and IL3, Capita also hold
independent ISO9000, ISO20000 and ISO27001 accreditations which underpin our business
operations and Cloud Platform.
 All datacentres are highly resilient Tier3, UK sovereign and separated by >50 miles for
geographical diversity.
 Capita staff are Security Cleared and based in the UK
9
On-boarding and off-boarding
9.1
On-boarding
 Within 48 hours of acceptance of an order, Capita will create the Consumers Primary
Administrator account and send the consumer a Welcome Pack which includes the URL for
the Capita Customer Portal and associated authentication details.
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 The Consumers Administrator is then able to create additional user accounts and allocate
roles and privileges for users within their project. Each user can then simply log on and begin
using the service.
 As part of the initial order, Consumers can select the Capita FASTstart option on the order
form. This is a free service in which Capita will automatically provision the VMs stated at the
specification required. As Capita has two UK DC’s, a Consumer can request to be deployed
into a specific one at the time of the order if they require. Whilst unlikely to ever be rejected,
this remains at Capita discretion.
9.2
Off-boarding
Prior to terminating the contract, the Consumer is able to transfer all their data out of the solution
(e.g. using the Capita portal to export Virtual Machines).
When the organisation terminates their agreement with Capita, Capita ensures all of the
organisation’s data is deleted.
10
Service options
Capita provide four Service Levels to choose from:
 TEST & DEVELOPMENT compute is hosted in one UK DC with no backup included by
default. Typical use cases can include short term testing and development projects or less
critical workloads such as temporary applications. If backup is required then Consumers can
pay per GB at the rates above or deploy their own solution using Capita Storage as a
Service.
 BASIC compute is hosted in one UK DC with no backup included by default. Typical use
cases can include true cloud applications which are designed for failure, short term Pilots &
PoC’s or when disposable compute resources are required. If backup is required then
Consumers can pay per GB at the rates above or deploy their own solution using Capita
Storage as a Service.
 STANDARD compute is hosted in one UK DC and includes a local backup for 14 days within
the price of both the VM and additional storage. In addition, backups can be stored within the
second DC at an additional charge. Typical uses cases include Enterprise / Production
environments requiring the additional protection of automated backup included. This solution
can be engineered to help a Consumer design a solution that is highly resilient.
 ENHANCED compute offers Consumer a turnkey solution that contains a highly resilient
environment by continually replicating the live VMs over to the second DC in real time,
offering near zero RPO and RTO’s to help Consumers with their Disaster Avoidance plans.
The service includes a local and remote backup for 14 days within the price of both the VM
and additional storage.
Backups: Where included, Capita take a snapshot of the VM each day and store that according to
the profile chosen (location & retention). If Consumers requires a 28 day retention period, then this
additional backup storage is charged on the above rates minus that amount included in the Service
Level.
A summary of the Service Options is below:
Service Level
Agreement
TEST/DEV
BASIC
STANDARD
ENHANCED
99.90%
99.95%
99.99%
99.99%
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Compute
Environment
Location
Single UK DC
Single UK DC
Single UK DC
Dual UK DC
Disaster Recovery
between DCs
No
No
No
Yes
Performance of VM
Contended
Uncontended
Uncontended
Uncontended
Inclusive 14 day
backup
Not included but
optional at above
rates
Not included but
optional at above
rates
Yes – Local
Yes – Local and
Remote
28 day backup
retention
Not included but
optional at above
rates
Not included but
optional at above
rates
Not included but
optional at above
rates
Not included but
optional at above
rates
Potential Backup
location
Local or Second DC
Local or Second DC
Local or Second DC
Dual UK DC
Storage included
(GB)1
50
50
50
50
QinetiQ Protective
Monitoring
Included for IL3 IaaS
Optional for IL2 IaaS and OS/App components
1Micro
11
VM has 10GB of storage included
Service management
As a true Cloud service aligned to the NIST definition of IaaS, the service is designed to be self
managed via the secure online Capita portal (or API) which provides common Service
Management functionality and addresses standard requirements.
On rare occasions, Capita may decide to assign an experienced, qualified ITIL Service Delivery
Manager to some Consumers. In these cases, the SDM will provide additional assistance with
reporting, incident escalation and continual service improvement, at all times following Capita’s
ISO20000 certified ITIL-based process framework.
For Organisations that require more of a managed service, Capita work with a number of Partners
which have extensive capability to provide a Managed Service wrapper around the Capita IaaS.
Capita will be pleased to make an introduction where appropriate.
Capita may use MDS Technologies as a subcontractor. Other subcontracts can / may be used.
12
Service levels
Capita provide both an Availability SLA and Response Time SLA for the Compute as a Service for
Test & Development service as per the following table.
Availability (monthly*)
TEST/DEV
BASIC
STANDARD
ENHANCED
99.90%
99.95%
99.99%
99.99%
P1 – within 15 minutes
P2 – within 4 hours
P3 – within 24 hours
P4 – within 72 hours
Incident response
P1 – hourly
P2 – every 2 hours
P3 – every 24 hours
P4 – every 24 hours
Incident update
Communication
Auto email response
with access to
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with access to
Bespoke email
P1/P2 Phone
P3/P4 Bespoke
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TEST/DEV
BASIC
online portal
online portal
STANDARD
ENHANCED
Incident review
FAQs via online
portal
FAQs via online
portal
Incident Report
Incident Report
Service credits
3% of monthly
spend
5% of monthly
spend
10% of monthly
spend
15% of monthly
spend
email
Capita customer
support advisor
* Availability indication based on an average 730hrs per month. Excludes planned & emergency
maintenance. Unavailability applies to existing VMs where the VM becomes unresponsive due to a
fault recognised at the hypervisor layer or lower:
 i.e. fault is not within the Consumers control (OS, Applications, user networks)
 fault is within Capita controlled components such as the virtual infrastructure, storage, power
and physical firewalls & routers etc.
 External connectivity providers (e.g. internet, PSN, GSi) and components collocated at
Capita are also not included in the availability calculation.
In addition, Capita also provide an Availability Service Level Target on the Capita Portal i.e. the
ability to log into the portal to create support tickets and use other functions.
Target Availability (monthly*)
Client Portal Availability (monthly)
12.1
99.90%
Financial recompense model if service levels aren't met
If the service level falls below the stated availability percentage (excluding Planned and Emergency
maintenance periods), consumers will be eligible for service credits on affected VM’s only. Service
credits will be calculated as a percentage of the fees for the affected services for the monthly billing
period during which the failure occurred (to be applied at the end of the billing cycle).
Service Credit
Cap
Compute Environment: TEST &
DEVELOPMENT Service Level
3% of monthly spend
3% of monthly spend
Compute Environment: BASIC
Service Level
5% of monthly spend
5% of monthly spend
Compute Environment:
STANDARD Service Level
10% of monthly spend
10% of monthly spend
Compute Environment:
ENHANCED Service Level
15% of monthly spend
15% of monthly spend
Client Portal
1% of monthly spend per 5% below service
level target or part thereof
Up to 5% of monthly spend
13
Service constraints
Capita will adhere to the following in terms of maintenance windows;
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“Planned Maintenance” means any pre-planned maintenance of any infrastructure relating to the
Services. Capita shall provide the Client with at least twenty four (24) hours’ advance notice of any
such planned maintenance:
 Planned maintenance of Capita’s infrastructure relating to the Services shall happen
between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between
the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday. No planned
maintenance will take place on a Saturday unless agreed in advance by both parties;
 Planned Maintenance shall be excluded from any availability calculation in regard to service
credits but shall be included in the monthly service reporting;
“Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating
to the Services. Whenever possible, Capita shall provide the Client with at least six (6) hours’
advance notice:
 Whenever possible Emergency Maintenance of Capita’s infrastructure will happen between
the hours of 00:00 and 06:00 (UK local time) Monday to Sunday and/or between the hours of
08:00 and 12:00 (UK local time)on Saturday and/or Sunday unless there is an identified and
demonstrable immediate risk to a Clients environment;
Emergency Maintenance shall be excluded from any availability calculation in regard to service
credits but shall be included in the monthly service reporting.
14
Training
Capita have created a number of videos, help guides, manuals and FAQs to help train and instruct
users so that are up and running quickly and easily.
Capita can also deliver additional services such as training, support and managed services.
15
Ordering and invoicing
Billing for the service is monthly in arrears.
Payment can be via Purchase Order and Direct Debit. Capita are preparing to be able to accept
Debit/Credit Card payments (e.g. Government Procurement Card) – please enquire at time of order
to check whether this is available.
16
Service lead time
Setting up a new organisation will typically be completed within 48 hours from acceptance of order.
Shorter deployment times are typically achieved and can be prioritised upon request. Once set up
Organisations have instant access to additional compute and storage resources with no notice
period required as they manage this themselves.
17
Termination
17.1
Terms
At the point of termination, all consumer data, accounts and access will be permanently deleted,
and will not be able to be subsequently recovered or restored.
17.2
Costs
There are no termination costs for this Service. Consumers are responsible for extracting their own
data from the platform if required.
Capita may make an additional charge for transferring data out of the service.
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9
Data restoration / service migration
For service migration, Capita allows existing VM images built using VMware or compatible Open
Virtualisation Format (OVF) to be migrated to and from the platform via the Capita Portal.
In many circumstances, Capita can help facilitate a bulk migration to the platform using local data
import. This is priced on a time and materials basis form the Capita SFIA rate card.
19
Consumer responsibilities
The control and management of access and responsibilities for end users including appropriate
connectivity, security and accreditation if required. Where access is required over GSI or PSN, the
consumer is responsible for adhering to the Code of Connection and assigning appropriate IP
addresses from their own allocation to their services hosted on the Capita platform.
Management and administration of layers above the Hypervisor (e.g. OS patching, application
performance monitoring, user administration, etc).
As a core benefit of the Cloud Platform, consumers are expected to self-manage the environment
including provisioning (which can be facilitated by Capita as part of the FASTstart service),
stopping/starting virtual machines, AV, patching, etc.
Consumers must be aware of the variable nature of the billing based on usage.
The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored
and processed by applications on this environment and that they comply with the Capita Security
Operating Procedures (SyOps) and other information assurance requirements as specified in
Capita System Interconnect and Security Policy (SISP) and associated accreditation
documentation sets.
20
Technical requirements
Consumers will require appropriate network connectivity such as internet access (IL0-IL2) or
accredited connectivity such as a government secure network (IL3) to the Capita Cloud Platforms.
Connectivity via the internet, a government secure network (PSN, GSI) 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 required, Consumers are responsible for procuring and managing
appropriate devices or software to meet the requirement for data security over the various forms of
connectivity.
Consumers have a number of options to choose from with Capita to access their environment
dependant on their requirement. The below are guides to demonstrate what is possible but may
require further engagement to explain further:
IL0 – 2
 Standard Internet connectivity over common protocols (HTTP, HTTPS, SSH, etc)
o Non-standard ports considered via Service Request
 Secure commercial grade VPN
o Self-managed Site-to-Site IPSEC VPN to the Capita compute environment
o Self-managed SSL VPN to the Capita compute environment
 PSN - You will need to assign part of your PSN IP allocation to your services hosted by
Capita
 Leased Line (CAS(T) compliant) or non-CAS(T) using CPA/PEPAS overlay encryption
IL3
 Preferred connectivity is over a Government Secure Network such as GSI or PSN
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 PSN/GSI - You will need to assign part of your PSN/GSI IP allocation to your services
hosted by Capita

PSN or CAS(T) Leased Line (IL3 over IL2)
o CPA/PEPAS approved solution providing overlay encryption (e.g. Cisco ISR/ASR)
 IL0 (e.g. Internet or non CAS(T) circuit) to IL3 VPN
o Site-to-Site VPN using CAPS approved solutions (e.g. Ultra AEP Xcryptor)
o CPA assured solution where Foundation Grade assurance is appropriate (e.g.
Cisco ISR/ASR)
 IL3 Leased Line (assured network connection)
Consumers will require appropriate OS/App Patching, Antivirus, Protective Monitoring (for OS,
Apps and user networks only), etc as appropriate as part of the assurance plan for the application.
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File: DOCUMENT1
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1
Document Type: Service Description
Copyright: Capita Secure Information Solutions Ltd 2016