REDCENTRIC
HOSTED PHYSICAL SERVER
SERVICE DEFINITION
SD027 V1.6
Issue Date 01 July 2014
1)
OVERVIEW
The Hosted Physical Server service (HPS) offers dedicated off-site server resource located within an Redcentric data
centre. HPS is designed for maximum availability with the benefits of the hardware being hosted in one of
Redcentric's secure and resilient data centres; i.e. in the core of the network.
Additional managed services from the Redcentric portfolio can be used to meet specific Customer requirements.
Customers can deploy HPS for any given role safe in the knowledge the server is in a secure environment with
24x365 hands and eyes support.
1.1.1)
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1.1.2)
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1.1.3)
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Features
HP hardware with configurations to meet specific Customer requirements
Servers hosted at established Redcentric secure data centres
Server hardware maintenance and 24x7 hardware support
Hands and eyes support
Benefits
Outsourcing removes the day-to-day burden of maintaining server infrastructure
Allows businesses to focus on core business areas
Reduces the need to have in-house environmental & hardware engineers
Scalable, flexible solutions
Options
Flexible server hardware component configurations
Additional products from Redcentric’s managed service portfolio to complement this service providing
network and firewall services, data backup and storage solutions.
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2)
SERVICE DESCRIPTION
HPS provides the Customer with a dedicated physical server hosted within an Redcentric data centre. Redcentric
builds the server and houses it in a secured rack. The server is then handed over to the Customer who assumes full
administrative control and responsibility for the operating system, applications and data.
Redcentric will provide technical support for the hardware only, subject to the HPS Service Level below.
Redcentric will provide hands and eyes support service, performing some basic tasks that require physical
interaction with the server at the request of the Customer.
2.1)
FUNCTIONALITY
2.1.1)
Hardware
A goal of HPS is to operate a consistent fleet of servers based on a single brand and model-range as much as
possible. The server hardware default is to utilise HP Proliant DL380 rack mounted servers. Other models within the
HP range can be selected to meet specific Customer requirements, such as models supporting more processors,
memory or internal disks. Redcentric may change vendor and server type from time to time in order to offer an
improved service.
2.1.2)
Standard Build Hardware Options
The following options are available for each server build:
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Number of processors
Quantity of memory
Number and type of hard drives
Storage controller and RAID level used
Number and type of network interfaces
Add-in cards specific to the workload, such as flash, graphics, and so on
Redcentric will assist the Customer in selecting the server specification to the workload requirements.
2.1.3)
Operating System
The Customer must install and support the server operating system.
The default is for the Customer to license the operating system. However, Redcentric can provide Microsoft and
Red Hat licences via its service provider licence agreements where requested.
2.1.4)
Hard Disk Configuration
The Customer is required to configure the hard disk redundancy, partitioning and file system configuration during
the installation phase.
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2.1.5)
Server Access
Customers can have remote access to the server if appropriate wide area communication is deployed. Redcentric
will undertake reasonable tasks requiring physical interaction with the server hardware as a hands and eyes service.
2.1.6)
Integrated Lights Out (ILO) port
The ILO port on the physical server will be made available to the Customer for remote server management. The ILO
port can be connected to a customer out of band management network to perform specific functions if required.
2.1.7)
Connectivity
Default connectivity for HPS provides dual 1Gbps Ethernet ports for Customer network and single
10/100/1000Mbps port for ILO. Internet bandwidth and connectivity to Customer sites are not included with this
service as standard but are available from Redcentric as additional optional managed services.
2.1.8)
Managed Services
Redcentric can provide several other managed services that complement this service; this includes hardware
firewalls, virtual servers, corporate network connectivity, data backup and storage.
2.1.9)
Hardware (BIOS) Patch Management
Critical firmware updates will be implemented under the planned maintenance procedure. Updates will only be
applied if the manufacturer advises that a problem can only be addressed by upgrading BIOS firmware.
2.1.10)
Software Patch Management
Patch Management of the operating system and all applications is the responsibility of the Customer. Redcentric
cannot accept any responsibility for the impact on an application or Customer's data as a result of applying (or
failing to apply) an update.
2.1.11)
24x7 Monitoring
Redcentric does not manage the operating system, or any of the applications running on the hardware, therefore it
is not possible to provide pro-active monitoring of the server hardware, operating system or applications. Where
configuration is possible, Redcentric will periodically poll a valid, static IP address to offer a basic connectivity test if
required by the Customer.
2.1.12)
Backup
Customers should ensure that the operating system, application configuration and user data is regularly backed up.
Redcentric can provide a managed backup service to complement HPS.
2.1.13)
Equipment Location
Redcentric will provide HPS from equipment hosted within Redcentric’s UK data centres.
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2.2)
CUSTOMER DEPENDENCIES
The following are Customer Dependencies for HPS.
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2.3)
Install, configure, license and manage the operating system and applications used on the hosted physical
server
EXCLUSIONS
The following are excluded from the scope of HPS.
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Reporting on performance metrics
Backup or disaster recovery to a second data centre
Patching of the operating system or applications
Licensing of the operating system or Customer applications
Support of the Customer’s applications
Backup of the Customer’s data to a second data centre, unless taken as part of a separate Redcentric
service
Recovery of the hosted physical server to a second Redcentric data centre, unless taken as part of a
separate Redcentric service
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3)
IMPLEMENTATION AND ACCEPTANCE
3.1)
HPS IMPLEMENTATION
Redcentric will order the hosted physical server equipment on receipt of the customer order. Server hardware is
typically built to order and delivered within 4 weeks. Redcentric will then:
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Rack, connect and power on the hosted physical server
Connect the hosted physical server to the agreed networks
Configure the hosted physical server ILO port with customer provided IP addresses
Upon service activation, the Customer will be able take over the hosted physical server build via the ILO port.
The target lead time to complete service delivery is detailed in the table below, for each service element. This is
subject to the timescales of delivery of the specific connection mechanism used to connect the Customer to HPS,
such as delivery of Ethernet access circuits, NHS network (N3) connection, Internet address allocation via RIPE,
firewall configuration, options selected, etc.
Service Element
Service Activation Timescales
HPS Implementation
Target completion within 25 working days
3.2)
HPS ACCEPTANCE
The following are the Acceptance Criteria applicable to HPS:
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Verify that the primary Customer contact can access the ILO port on the hosted physical server
The Customer will need to nominate (pre-installation) and make available an appropriately qualified representative
to work with the Redcentric representative during the service delivery. The nominated Customer representative will
accept delivery of HPS as a fully commissioned service and sign the service sign-off document and return this to
Redcentric. The installation will be carried out between 09:00 - 17:30, Monday – Friday, except where agreed with
the Customer.
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4)
SERVICE LEVELS AND SERVICE CREDITS
4.1)
SERVICE LEVELS
The Service Level applicable to HPS is as follows:
Service Level: Availability
Measurement Period: Month
Service Level
4.2)
Not less than 99.95%
FLOOR SERVICE LEVEL
The Floor Service Level applicable to HPS in respect of Availability shall be 85% in any given Month.
4.3)
SERVICE CREDITS
The Service Credits applicable to HPS shall be calculated as follows:
ܵ݁‫= ݐ݅݀݁ݎܥ ݁ܿ݅ݒݎ‬
‫ܵݔܥ‬
‫ܵܯ‬
Where:
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S = the number of seconds by which Redcentric fails to meet the Service Level for Availability in the relevant
Month
C = total Charges payable in respect of HPS for the same Month
MS = the total number of seconds in the same month
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