SERVICE DESCRIPTION
Hadron Prime includes the following: intranet audit, readiness and strategy assessment,
business case development / ROI (return on investment), platform healthcheck, infrastructure
architecture and sizing, and backup strategy.
These services have developed through the success of Hadron 8020, Cloud2's intranet,
document management and collaboration solution accelerator with over 100 projects delivered
since 2008 within the public sector. For further details see our separate listings for Hadron
Prime and Hadron 8020.
Cloud2 provide "Successful SharePoint Delivered Fast" with a complete SharePoint service
offering from strategy (Hadron Prime) through to implementation (Hadron 8020) and adoption
(Hadron Embed).
Cloud2 are a Microsoft Partner with Gold Competency in Collaboration and Content (this is the
specific competency designed for SharePoint specialists) providing support for SharePoint 2007,
SharePoint 2010 and SharePoint 2013.
Registration number: 6742545. Registered in England and Wales.
Roland House, Princes Dock Street, Hull, East Yorkshire, HU1 2LD
Copyright Cloud2 Limited © 2013
Cloud2 Limited
Date: 10 February 2016
Wool Exchange, Second Floor, 10 Hustlergate, Bradford BD1 1RE  01274 308378  www.cloud2.co.uk
G Cloud Service Definition for
Hadron Prime
G Cloud Service Definition for Hadron 8020
INFORMATION ASSURANCE
The underlying platform, Office 365 is certified to IL2
SERVICE CONSTRAINTS
For Office 365 deployments, customisation would be limited to the scope of the platform.
SERVICE LEVELS
Cloud2 supply services subject to a support agreement SLA. These are normally based on office
hours with extended office hour support available for high priority incidents.
We operate a 4-tier severity scale:
P1: CRITICAL (Priority 1) — the problem results in extremely serious interruptions to
a production system.
P2: HIGH (Priority 2) — the problem results in serious interruptions to normal
operations, will negatively impact an enterprise-wide installation, urgent deadlines or at
risk.
P3: MEDIUM (Priority 3) — the problem causes interruptions in normal operations
P4: LOW (Priority 4) — the problem results in minimal or no interruptions to normal
operations. Also includes enhancements and "how to" questions
FINANCIAL RECOMPENSE MODEL FOR NOT MEETING SERVICE LEVELS
Because the service is dependent on Office 365 we are unable to offer financial recompense for
issues arising from operation of the platform. As such the services and SLAs are provided on a
best endeavours basis unless explicitly agreed as an addition to the core contract, noting that
outages and other disruptions are unlikely due to the configured nature of the solution.
SERVICE MANAGEMENT
On-boarding process e.g. moving on to the service?
Hadron Prime includes consultancy offerings to support the on-boarding process
Off-boarding process e.g. moving off the service?
Hadron Prime includes consultancy offerings to support the off-boarding process
Data extraction / removal criteria
Hadron Prime includes consultancy offerings to support the data extraction/removal process.
CONSUMER RESPONSIBILITIES
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G Cloud Service Definition for Hadron 8020
To ensure the content added within Office 365 is consistent with the organisation’s Content
Governance policy, in particular relating to data governance requirements.
TECHNICAL REQUIREMENTS
Data location option can be defined by user?
Not applicable to Hadron Prime
Data centres adhere to EU Code of Conduct for Operations?
Not applicable to Hadron Prime
Data centre tier?
Not applicable to Hadron Prime
SUPPORT
Support boundaries / interfaces documented?
Support is provided on the basis of second line, unless otherwise agreed. We assume clients
will attempt to resolve issues locally initially and escalate to our support service when they are
unable to affect an acceptable resolution.
Our support service is focused on SharePoint and the Hadron 8020 application rather than
supporting the underlying Office 365 capabilities and service. However we will attempt to assist
with any and all support requests on a reasonable endeavours basis, with all such support
coming from the contracted support hours.
Service roadmap provided?
Not applicable to Hadron Prime
Performance attributes defined and documented?
Not applicable to Hadron Prime
Is a support service provided and documented?
We have a documented support process with availability, communication channels, response
times based on severity and time of day. This is provided to the first line support team at the
client.
For most clients, support is requested via email in the first instance and is reviewed and
allocated by our service desk. For high priority items and out of hours support we also provide a
telephone contact to our engineers.
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G Cloud Service Definition for Hadron 8020
'Real time' management information available?
This is not applicable to Hadron 8020. Performance, availability etc is determined by the Office
365 service.
Self service provisioning/de-provisioning
The service allows full creation of new sites, pages, users etc through the SharePoint Online UI
and the Office 365 UI.
Time for provisioning/de-provisioning documented?
Not applicable to Hadron Prime
Service Desk can be used by 3rd party suppliers?
Not applicable to Hadron Prime
BACKUP & DISASTER RECOVERY
Hadron Prime includes consultancy offerings to review and implement Backup & Disaster
Recovery.
DATA RESTORATION / SERVICE MIGRATION
In general this is not applicable to Hadron 8020, or is addressed previously in this Service
Definition. We do offer a data, content and solution migration solution for migration or
recovery to other platforms and to certain other technologies if required.
PRICING AND COMMERCIAL
Pricing
Hadron Prime is provided at a rate of £830/day. The rates can vary depending on the role
required.
Minimum Contract period
One day
Ordering and invoicing process
Ordering is via a standard Purchase Order submission, usually preceded by a discussion of
requirements and constraints.
Invoicing follows the standard finance/purchasing arrangements, on receipt of order
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G Cloud Service Definition for Hadron 8020
Termination terms
Termination of the service is by written request with 1 month’s notice.
Termination costs
In the event that a client wishes to terminate prior to the 1 month period then a fee will be due
depending on the value of the contract. Cloud2 reserves the right to reduce or waive this in
specific circumstances.
Trial service available
Not applicable to Hadron Prime.
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