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This document is for information purposes only. iomart Group Plc
(iomart) has made every effort to ensure the accuracy of all
information and statements therein. iomart disclaims all warranties,
express or limited, including, but not limited, to the implied
warranties of merchantability and fitness for a particular purpose,
except as provided for in a separate contractual agreement.
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This Document is Copyright © 2013 iomart Group Plc
Prepared for: GCloud
Organisation: GCloud
Prepared by:
Contact Telephone:
Contact Email:
Contact Address:
Date:
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Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
Sales
0800 040 7228
sales@iomart.com
11-21 Paul Street, London, EC2A 4JU
March 2013
IOM/AHB/GCloud - CloudSure
2
Contents
Overview - CloudSure................................................................................................................... 4
CloudSure Features ...................................................................................................................... 4
Example Use Cases ............................................................................... Error! Bookmark not defined.
Technical Features ....................................................................................................................... 5
Storage ................................................................................................................................................ 5
CloudSure - Key Points ........................................................................................................................ 6
Managed Network Security ................................................................................................................. 6
Managed Backup ......................................................................................................................... 7
Licensing...................................................................................................................................... 8
Cloud Control............................................................................................................................... 8
Connectivity ................................................................................................................................ 9
Pricing ....................................................................................................................................... 10
Service Management Details ........................................................................................................ 9
Monitoring & Support ................................................................................................................ 11
Information Assurance ............................................................................................................... 11
Ordering and invoicing process................................................................................................... 11
Service lead time ....................................................................................................................... 12
On-boarding and Off-boarding processes .................................................................................... 12
Termination terms ..................................................................................................................... 12
Service Credits ........................................................................................................................... 12
Service migration ....................................................................................................................... 12
Consumer responsibilities .......................................................................................................... 12
Trial Services.............................................................................................................................. 12
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
3
Overview - CloudSure
CloudSure is Iomart’s high availability public cloud server offering. The CloudSure service has been
designed from the outset to deliver outstanding reliability and the platform has been engineered to
ensure there is no single point of failure. This not only covers the connectivity, power and servers
but the data as well. Each piece of data is written to two physically separate RAIDed disk arrays to
ensure no physical failure can bring down the platform.
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Because of the architecture of the platform it is based on, a Cloud server is inherently more
resilient than an equivalent physical server.
The technology we use enables automatic failover to another hardware node in the event of a
hardware failure on the service.
A cloud server will offer better overall performance than an equivalent physical server. The
reason for this is that the hardware we base the cloud service on is of a much higher
specification than any hardware you would use yourselves, resulting in you having access to
much more underlying processing power.
Cloud servers allow users to increase resources as and when the need dictates, rather than
having to provision server resources ‘just in case’
CloudSure Features
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Platform is architected from industry leading hardware and software components.
Fully customisable
On Demand VMs and storage
Managed contention/resource
Flexible resource up and down – additional resources can be provisioned via a control panel.
Fully serviced and managed with 24x7 on-site support and service
High Availability guaranteed Service Level Agreement (SLA)
Secure infrastructure, hosted in iomart owned ISO 27001 accredited UK data centres.
Simple billing model with flexible monthly tariffs.
Add additional services such as storage and backup - simply and effortlessly
Whether you require elastic computing to counter spikey and seasonal demands, to create test and
development environments, or simply to move your entire infrastructure to the cloud, iomart offers
a cost effective and scalable enterprise grade managed cloud service.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
4
Technical Features
The CloudSure platforms are hosted within iomart’s Tier 3 data centres in London & Maidenhead.
The facilities are two of eight UK data centres owned and run by iomart and are manned 24x7 by
iomart employed technical staff. We ensure that the risks due to power, connectivity or networking
are minimised by building our systems using equipment from leading vendors such as Cisco, EMC,
Dell. HP and VMware, ensuring full redundancy across the cloud layers. In the event that a server
fails all the virtual machines that were running on that physical server are automatically restarted on
another server and as all physical machines are attached to our Virtual SAN, data continuity is
ensured.
Server instances can be configured according to the levels of CPU and RAM required:
CPU
1vCPU
2vCPU
3vCPU
4vCPU
5vCPU
6vCPU
RAM
1GB
2GB
4GB
8GB
16GB
32GB
8vCPU
Storage
Scalability, efficiency, and simplicity are three challenges that are a constant in the storage industry.
Storage systems need to provide scalability, extreme efficiency, and a simple, intuitive user
interface.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
5
iomart has deployed EMC’s VNX 5300 series SANs - the newest technology available to optimise the
cloud storage environment. The use of Intel’s Xeon 5600 processor provides faster clock speeds and
more cores to handle the daily demands of storage I/O. Increased memory capacity, the use of Flash
drives in FAST VP (fully automated Storage Tiering for Virtual Pools), FAST CACHE (acceleration via
array cache expansion), a new 6 Gb/s x 2 lanes SAS back end, and denser disk enclosures all help
provide optimal scalability and efficiency.
Storage is offered in the following increments:
Standard 5GB 10GB 20GB 40GB 80GB 160GB 320GB
(SATA)
Fast
(SAS)
5GB 10GB 20GB 40GB 80GB 160GB 320GB
CloudSure - Key Points
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100GB data transfer per month included with each server.
Simply select the size of server required - CPU, RAM. Storage
Clone servers to create new environments.
Each CloudSure server instance is provisioned with 1 useable external IP address. Additional IP
addresses are available on request. IP addresses are not transferrable.
Guaranteed 100% availability on all infrastructure (power, cooling and network).
Storage is persistent – no data will be lost when a virtual server is stopped.
Virtual Servers are persistent – they are not lost when the virtual server is stopped.
Data transfer between virtual servers within an organisation’s environment is free.
Leased line and VPN connectivity for remote access is available.
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
Description
Iomart Shared Firewall
service
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: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
6
Service
Port
HTTP
80
HTTPS
443
FTP
20,21
SSH
22
RDP
3389
POP
110
IMAP
143
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 Cisco ASA 55xx range
The Cisco ASA 55xx range of firewalls deliver high-performance
firewall, SSL and IPsec VPN, and rich networking services in
modular, "plug-and-play" appliances. The devices offer firewall
throughput from 150Mbps and support from 10,000 concurrent
users.
Managed Backup
Iomart Cloud Backup is an intelligent solution for both physical and virtual environments with
application aware agents deployed to each server backing up centrally to a secure system. The key
difference is that each 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 storage
servers that ensure fault tolerance, reliability and performance.
This approach allows for both granular and full backups and restores of critical data 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 customer’s needs.
This cost effective solution is charged on a ‘per GB protected’ basis and can be ordered as an option
with CloudSure.
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Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
7
Licensing
iomart can provide Operating System licences and a wide range of other licensing under our Service
Provider Licensing Agreement (SPLA). This allows us to provide licences on a ‘rental’ basis with fixed
monthly charges.
Operating Systems deployed include
 Red Hat
 Linux CentOS (other distributions can be used, but are not supported)
 Microsoft Windows Server, all Editions
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 cloud servers as required:
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Deploy – launch new cloud servers;
Upgrade – add extra CPU, RAM, Disk;
Start/stop – Manage your server instances;
Save image file templates for web/app/DB cloud servers – enables rapid future roll outs
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.
Cloud Control was a finalist in the 2009 PC PRO Environmental Innovation of the Year and the BCS
2010 Environmental Project of the Year.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
8
Connectivity
Connecting the iomart data centres is a 20 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 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.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
9
Pricing
Item
Description
Cost per
month (£)
Core Server Costs
Server
Base Server instance
45.00
Includes 100GB data transfer per
month
Processor
Per vCPU
10.00
RAM
Per GB
22.50
Storage – Fast (SAS)
Per GB
0.70
Storage – Standard (SATA)
Per GB
0.35
Operating System
Linux CentOS
0.00
Operating System
10.00
Operating System
Microsoft Windows Server – Std
Edition.
Red Hat – Small Virtual (Up to 4vCPU)
Operating System
Red Hat – Large Virtual (Over 4vCPU)
80.00
Firewall
Iomart Shared Firewall Service
25.00
Firewall
Managed Firewall - Cisco ASA 5505
100.00
Firewall
Managed Firewall – Cisco ASA 5510
220.00
35.00
Firewall Options
Additional Services
Backup
0.70
Management & Monitoring
Iomart Cloud Backup Service
– per GB
Tier 1
Management & Monitoring
Tier 2
65.00
SSL Certificates
Various available
POA
Software
Microsoft SQL Server 2012 Std
Edition (min 4 Core)
Additional data transfer – per GB
Data Transfer
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Incl
130.00
0.10
The pricing in the above table is based on £ per month.
Additional Data transfer out of the platform (i.e. network traffic) is charged at £0.10 per GB.
Pricing is exclusive of VAT.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
10
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)
Tier 1
Intelligent
Support –
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
:
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.
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
11
Service lead time
New CloudSure 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 server ends, the customer will be able to export the data before the server 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.
It is the responsibility of the customer to remove all data prior to termination..
There are no termination costs for this Service.
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 to the platform.
Consumer responsibilities
The control and management of access is the responsibility of the Account Administrator.
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.
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Trial Services
Iomart offers customers a one month free trial of the service prior to contract.
__________________________________________________________________________________
Author: Sales Team
Email: iomart@iomart.com
Contact Telephone: 0800 040 7228
12