RFP RESPONSE
CLIENT NAME
12.11.14
RFP Response for XYZ Company
TABLE OF CONTENTS
1. Executive Summary
2. General Information
a. Traditional Hosting Solutions
b. The Pantheon Platform Difference
c. Requirements
d. Evaluating DIY Hosting
3. How it Works
4. Security
5. Enterprise Services & Support
6. Case Studies & Thought-Leadership
7. SLA/Terms & Conditions
8. Contacts
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Executive Summary
EXECUTIVE SUMMARY
Pantheon is a website management platform. Our platform is tuned and
optimized to run Drupal and WordPress websites. Our services far
exceed simply hosting your website. Because of our technology,
concerns and expenses of managing custom infrastructure virtually
disappear. Scalable infrastructure with built-in workflow is not just cool
tech that helps development teams get their job done, it changes the
scope of what is possible down the road.
Our Story—Who are we?
So, how did we come about as an organization? Well, what started as as
a professional website development epiphany, evolved into an all-in-one
platform after our CEO & Co-Founder, Zack Rosen, gathered trusted
peers to start “taming the chaos” of web development.
Pre-Pantheon, Zack and members of our founding team pioneered the
first large-scale Drupal website for the Howard Dean campaign in 2003,
co-founded the world’s first Drupal development shop, CivicSpace, and
co-founded a successful Drupal development shop, Chapter Three.
Zack Rosen, Josh Koenig, David Strauss and Matt Cheney founded
Pantheon in 2012 with the mission is to power the world’s professional
websites.
We are headquartered in San Francisco, CA and are a privately held
company backed by Foundry Group, Baseline Ventures, First Round
Capital, Floodgate Fund, Scale Venture Partners and Openview Partners
and in May 2014, we received Series B funding.
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Executive Summary
Why Pantheon?
Pantheon understands that the total cost of ownership for your Drupal
and WordPress sites goes well beyond the costs of hosting websites.
That is why we provide the most sophisticated SaaS environment for
building, launching and running Drupal and WordPress sites in existence.
Pantheon makes it much more efficient and cost effective for
organizations to build and maintain their websites.
Additionally, Pantheon makes it easier to work with external vendors
while enforcing development best practices and security. We drastically
cut the time and expense involved in site development.
Pantheon is proud to work with XYZ Company, and we hope to be your
partner in website success.
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TRADITIONAL HOSTING SOLUTIONS
General Information
There’s no shortage of hosting options for Drupal & WordPress
websites. But when site owners evaluate their options, uncertainty
prevails. An fit with their own website. How do you make an informed
decision when you don’t know what you don’t know? Here’s what many
site owners wish they had known about traditional hosting solutions–
before launching their site.
In-House, Self-Hosting
Someone on your IT team must carry the pager and respond to incidents
24/7. This person needs to learn not only Drupal and/or WordPress, but
also the technologies necessary to support an open source CMS,
including git, Varnish, Redis, and deployment best practices. Not to
mention managing hardware, operating system and even power to the
servers.
Every time a security breach is found, an update must be installed
immediately. In addition, high availability is expensive. Redundant
servers often sit unused. Clusters cost thousands of dollars monthly. This
is beyond the budget for most sites.
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General Information
Rackspace, Softlayer, Dedicated Hosting
Large hosting providers can provide dedicated physical servers with a
few levels of management support. Site owners who opt for the high
service level can receive operating system maintenance. But what if your
problem isn’t related to the server itself? You’re on your own.
Development tools, deployment workflows, performance optimization,
help with scaling—these aren’t available.
Virtual Private Servers /Amazon EC2
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Virtual private servers and cloud instances are affordable and
increasingly reliable, but not really scalable. Moving to a bigger instance
requires manual migration or “upsizing” and can be risky and/or require
hours of downtime.
While they afford some flexibility and cost savings for less resourceheavy uses like dev environments, they carry all the maintenance
responsibilities of dedicated servers, and in many cases are less reliable
due to cloud outages and “noisy neighbors”.
Managed Cloud Hosting
Dedicated managed cloud hosting is available from some specialized
vendors. This provides redundancy and often includes some workflow
tools for deployment, but you still scale by adding machines to a cluster,
and frequently the configuration for development is not precisely the
same as live. Because these services require on building bespoke
clusters for every client, they are cost-intensive, and the full architecture
can’t affordably be mirrored in dev and test. Many projects spend 6 to
12 months in development. The costs add up. In addition, developers
lose time because these managed-cloud hosting solutions don’t have the
latest best-practice developer tools. Scaling remains manual and
expensive. Enterprise support is available, but at an additional, premium
cost.
Shared Hosting
Shared hosting is cheap and limits your responsibility, but it’s too
unreliable and underpowered for professional use cases. These servers
also lack developer tools, and aren’t configured for performance.
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General Information
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THE PANTHEON PLATFORM DIFFERENCE
Pantheon is the Professional Website Platform
Your website itself is unique, but the infrastructure behind it probably
isn’t. Pantheon eases the burden for managing a high-performance
website, without incurring additional costs in system administration.
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General Information
Get more from your developers with less— using developer power
tools and built-in workflows.
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Start new projects on the fly, without waiting for IT or procurement.
Eliminate sysadmin bottlenecks so you can take your site from the
kickoff meeting to up and running, faster than ever before.
Eliminate costly mistakes or “it works on my machine” bugs by
following the best-practice workflow for site development.
Keep your team on the same page, avoiding lost work and wasted
effort, thanks to modern version control.
Use best-in-class tools to develop your site and maximize its
performance: Drush, wp-cli, Varnish. and Redis.
Use the built-in workflow to invite colleagues, themers, managers,
stakeholders. It takes just seconds to give a developer site access
through the Dashboard.
Get real-time updates on active work through the Dashboard, and
keep track of the entire project history.
Remove team members and control access to the project.
Cut new developer ramp-up by standardizing your toolset on
Pantheon.
Go live with one-click deployment
 Push new code with one click in the dashboard. No architectural
changes or surprises.
 Save 10x time and effort by deploying your site with the same
platform you used to build it.
Scale in seconds through the Pantheon grid, without making risky
architectural changes
 Leave your VPSs, traditional managed servers, cloud instances, and
Rube-Goldberg clusters behind.
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General Information
Stay safe with hands-free security and control.
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Let Pantheon handle your system administration.
No need to secure or harden your Linux systems, control SSH access,
maintain firewalls, or deal with kernel versions. Pantheon makes
millions of daily monitoring checks at sub-minute resolution.
Get automated backups done for you. You determine your backup
schedule and the retention periods.
Call on Pantheon’s ops team 24/7/365. With decades of collective
experience building some of the largest and highest-traffic sites in
the world, the Pantheon team “carries the pager” for the
infrastructure, so site owners can focus on what’s important.
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General Information
REQUIREMENTS
The team will add to this section on a customer by customer basis.
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General Information
EVALUATING DIY HOSTING
The right questions can help you and your team cut through the noise.
Here are seven questions to ask as you evaluate DIY hosting options:
1. How will we manage version control?
Why it matters: Version control gives you a safe and reliable way to
make and reverse changes to your website while it’s in development.
Alternatively, you could edit your site directly via SFTP, but you risk
overwriting and losing valuable work. If several developers are
collaborating on one site, version control is a necessity.
2. How will we manage development and test environments, as well as
live site deployments?
Why it matters: Separate development and testing environments
provide a safe place to develop and try new site features without
interfering with your live site. The alternative is to make changes directly
to your live site, which usually leads to bugs and downtime. A safe
deployment workflow is also key, ensuring painless site launches and
feature releases.
3. Who will do the initial server configuration setting up the OS, web
server, in memory catching, edge caching, and Apache Solr?
Why it matters: People get upset when pages load slowly or your site
goes down under load. Hosting environments need to be set up
properly, and caching systems configured to withstand traffic spikes.
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EVALUATING DIY HOSTING (Cont.)
General Information
4. Who will manage the server software, including security updates?
Why it matters: The systems running your site need to be maintained to
keep up with security releases and the latest software versions. Failure
to do this leads to hacked websites and exposed customer data. Some
time should also be budgeted for ongoing server tuning, as your site’s
features and traffic levels will vary over time.
5. Who is the on-call escalation point for the server software?
Why it matters: What happens when your site goes down at 3am? If
rebooting the server doesn’t fix it, who does? Someone on your IT team
needs to carry the pager and respond to incidents 24/7. This person
needs to learn not only your CMS, but also the technologies necessary to
support the related services, including git, Varnish, Redis, and
deployment best practices. Every time a security breach is found, an
update must be installed immediately.
6. What’s our plan to scale resources if we need to, and do we have
high availability in place to ensure uptime?
Why it matters: You never know when a viral traffic spike will occur,
flooding your site with millions of visitors. When that happens, one
server won’t be enough. Having a plan to scale up when you need to
keeps your time in the spotlight from being wasted on an error message.
7. How can backups be automated and stored offsite?
Why it matters: Hard drives on servers can fail, causing catastrophic data
loss. Your data must be automatically backed up offsite every day. Play
the odds and run the risk of permanent data loss.
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HOW IT WORKS
Pantheon frees websites from traditional hosting architecture.
How It Works
If Pantheon used traditional architectures (e.g. shared hosting, VMs, or
clusters) we would never have achieved our goals. Traditional Hosting is
too slow, clunky and manual, even in the era of virtual machines. We
needed something that could be fully automated via software, and could
deliver breakthrough performance, scalability, and efficiency. Instead of
"hosting", we built a massive multi-tenant platform using containers on
top of dedicated infrastructure.
Runtime Matrix: The Engine of Pantheon
Our Runtime Matrix is where the action happens: it executes the code
for your website. Hundreds of thousands of Linux containers run across
a big grid of powerful dedicated machines, which we call "endpoints".
Containers are an order of magnitude faster, lighter, and more reliable
than virtual machines. They're provisioned and managed by our
software, in just seconds, without any need for manual configuration.
The Edge—Caching and Load Balancing
The Edge is the exterior of Pantheon—the part that directly touches the
public internet.
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How It Works
The Edge has a built-in, ultra-fast cache that is automatically enabled for
every site. It improves page load times for our customers and helps sites
to cruise through viral traffic spikes without breaking a sweat.
The Edge also knows how to intelligently route and load-balance
requests across the entire Runtime Matrix. When an end-user's browser
requests a page that isn’t cached, or that can't be cached, the Edge
routes the request to a container running the proper customer
application.
The Grid
Each endpoint in the Runtime Matrix runs multiple containers, and the
grid is made up of many endpoints. Routing to the right one is
important—our platform management tools let us shift containers very
quickly, so we can route around failures and scale sites smoothly.
Any endpoint could be powering any site at any time, based on the
containers it's running, all of which is controlled automatically by
Pantheon's software.
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How It Works
Inside a Container
The essence of a runtime container is a highly tuned PHP-FPM worker
and its connections to the outside world. Incoming requests come via an
nginx web server which handles requests for static assets, and passes
dynamic requests to PHP.
Backing services (database, filesystem, etc.) are available via the Content
Base. A control interface for developers to access a particular container
directly exists via a special encrypted SSH interface, giving access to CLI
tools like rsync and SFTP. It’s everything you need to power a site.
Content Base
Backing Services
The application runtime is only half the equation. Websites depend on
stateful data, namely their content. How do you effectively manage and
scale database and file services? This is the Achilles heel of traditional
hosting architecture, and something often glossed over in many 12factor architectures.
We've broken through multiple technical barriers to achieve uniformity
and scale for backing services across the entire platform.
Our Content Base is structured similarly to the Runtime Matrix. It’s N+1
redundant, scalable, completely automated, and leverages our
containers technology to provide breakthrough value. In addition to the
required services of Database, File System, and Version Control, it also
provides pathways for optional enhancements, like Redis key/value
cache, Apache Solr search, and more.
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How It Works
Database
The Database Service uses MariaDB and a container architecture similar
to the Runtime Matrix to provision databases and perform workflow
operations. Instead of scaling via load-balancing, the database layer can
provide redundancy and horizontal scalability by supporting a selfhealing replication topology, which is managed automatically.
The Pantheon File System
Our PFS (Pantheon File System) is a breakthrough in network-attached
storage. It is backed by a self-healing elastic cluster architecture, and its
advanced FUSE client rivals local on-disk file systems for performance,
thanks to a thoroughly modern leveldb caching layer.
The PFS is resilient to network disruptions, and because it's designed to
handle content, it performs workflow operations at unbelievable speed
by synchronizing metadata instead of hauling around actual binary
content data.
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How It Works
The Pantheon File System
Our core data-system is a highly redundant "big data" database, which
tracks everything that happens on the platform. Every site, every
environment, every user. This allows us to orchestrate all the activity
across the platform from a single, centralized developer Dashboard.
The Dashboard
The Dashboard is a real-time interface into Pantheon. It includes
everything you need to build, launch and run sites. You can create new
projects, manage team access, interface via SFTP or Git (version control),
and track miscellaneous tools like backups. It also allows you to deploy
and scale your sites.
You're not stuck with a web UI, either. Terminus, a command-line
interface to the platform, lets you script and automate everything from
imports to testing to go-live. The CLI allows you to leverage existing
DevOps resources to move even faster with the Pantheon platform.
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Security
SECURITY
The team will add to this section on a customer by customer basis.
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Services & Support
ENTERPRISE SERVICES AND SUPPORT
Service Overview
Pantheon Enterprise is designed to meet the needs of highperformance, mission critical, and growing websites. The service makes
it easy to provision resources for your site, and our engineers work with
your team to optimize the resources available. The Pantheon Platform
completely eliminates the need for DevOps and allows you and your
organization tofocus on value-add activities.
Every Pantheon Enterprise account includes:
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Pantheon’s High Availability Configuration
Fully redundant and highly-available Application Servers, DNS, Load
Balancing, Reverse Proxy Cache, and File System services
Replicate Master / Slave DB
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Services & Support
Pantheon’s Enterprise Support:
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24/7/365 emergency uptime support and site monitoring
SLA guaranteed uptime getpantheon.com/sla
Pantheon’s Launch Team onboarding support
getpantheon.com/enterprise/launch
Pantheon’s Managed Scaling Support
Unlimited developer tickets, with guaranteed two-hour response
times during business hours
Unlimited phone support and advisory hours
Unlimited Emergency tickets
Pantheon Enterprise for Development:
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Pantheon Multidev for better team development
getpantheon.com/multidev
Scheduled and nightly backups during development
Pantheon Enterprise Support and training
Bandwidth, database, and file storage as required at no additional
charge
No Set-up fee
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Case Studies
CASE STUDIES AND RESOURCES
Case Studies
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NEW REPUBLIC
How to have an Awesome Drupal Enterprise Website Launch
ARIZONA STATE UNIVERSITY
How ASU is Launching 2,000+ Branded, Turnkey Sites--without SelfHosting
SCRANTON GILLETTE COMUNICATIONS
How a 100+ year old B2B Publishing Company Manages 20+ Branded
Sites with a True-Cloud Drupal Infrastructure
MAINE TODAY
Media Outlet Maine Today Mobilized Millions by Switching to
WordPress
NATIONAL REVIEW
How a Leader in Daily Digital Content Cuts Dev Costs & Improves
Performance After Zero Downtime Migration to Pantheon
ZICASSO
10 Developers, 1 Luxury Travel Website - How Hook 42 Made
Zicasso’s “Great Migration” Possible
PARTNER CASE STUDY–THINKSHOUT
How Teams are Launching 17 Drupal Websites on a Single
Distribution
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Thought-Leadership & Additional Resources
Case Studies
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WEBINAR
Tame the Digital Chaos! Scale Your Teams and Sites with Open
Source Platforms - A Webinar with CMSWire
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BLOG POST
Get the Buy-In for the Website Technology You Need
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VIDEO
#imaketheinternet —We asked 18 Drupal enthusiasts,
“How do you make the internet?” Watch the pros share their
creative responses.
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PRESS RELEASE
TechCrunch - Pantheon Raises $21.5M Series B Round To Expand Its
Website Platform
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SLA/Terms & Services
SLA/TERMS AND SERVICES
Cost and Terms For Enterprise
This Service Level Agreement ("Agreement") is a contract between the
person or entity ("Customer") using the Company's Services and
Pantheon, Inc. (“Pantheon,” or "Company") and applies to Customer's
use of the Company's Services. Customer must read, agree with and
accept all of the terms and conditions contained in this Agreement. The
Company may amend this Agreement at any time by posting a revised
version on its website.
1. Services.
For purposes of this Agreement, the services to be provided by the
Company ("Services") are those services which Customer requested be
supplied by the Company and for which Customer agreed to pay based
on Customer's clicking through the options on the Company's website.
2. Technical Support.
The Company provides Customer with technical support on setup of
Customer's account on one or more of the Company's servers, access,
and other server related issues to the primary technical contact free of
charge. The Company does not provide support for web applications,
third party software, scripts, or components from third parties or
developed by Customer.
3. Billing and other account related inquiries
All inquiries regarding the Company's billing for its services should be
sent to billing@getpantheon.com. All inquiries regarding reselling the
Company's services, purchasing of new accounts and available discounts
should be addressed to support@getpantheon.com.
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SLA/Terms & Services
4. Escalation.
If customer is dissatisfied with the Company's Service or if Customer is
unable to resolve a technical support issue within the parameters
outlined in this Agreement please contact Company's Director of Client
Services at dcs@getpantheon.com regarding Customer's concerns. The
Director of Client Services will review Customer's concerns, investigate,
and respond to Customer within one (1) business day. As issues may be
complex or require extensive investigation, the foregoing response time
does not imply that a resolution is guaranteed within said one (1)
business day.
5. Online tools, control panel, and server management
Customer is provided with certain online tools including administrative
and development tools, (“Control Panel”), and the Company expects
Customer to use these tools to perform all available account and server
management tasks.
These tools, together with server management documentation and help,
are available online at the support section of the Company's website. If
Customer experiences difficulty using these tools, the Company's
technical support personnel will help Customer learn how to use these
tools. However, the Company's technical support personnel shall not be
expected to perform for Customer the tasks that can be done through
the available tools.
6. Servers Availability.
The Company is fully committed to providing quality service to all
customers. To support this commitment, the Company provides the
following commitments and tools related to this Agreement.
6.1 Application (Web) Server.
(a) Availability. The Company guarantees a 99.9% monthly average of
scheduled availability of its Application (Web) Servers. Application (Web)
Server availability is defined as Customer's ability, via web browser, to
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SLA/Terms & Services
retrieve the HTTP headers from a hosting server. The Company does not
monitor availability of individual web sites but only monitors the server
availability as a whole.
(b) Monitoring. To verify that the server is available, the Company will
ping the HTTP service on the server by retrieving HTTP headers every 5
minutes with a 30-second threshold. If an HTTP service does not
respond, the server is considered non operational and is immediately
escalated to the support center. In cases where two or more consecutive
HTTP tests fail, the server downtime will be registered as the number of
minutes between the first and the last failed tests. Downtime of less
than 5 minutes in duration is not recorded. The Company calculates
server uptime based on this type of server monitoring.
6.2 Network Availability.
The Company contracts to a third party provider who guarantees best in
industry performance. Further information is available on request.
6.3 Scheduled Maintenance.
To guarantee optimal performance of the servers, the Company will
perform Scheduled Maintenance on the servers on a monthly basis.
Such Scheduled Maintenance often requires taking Company servers
offline. Company reserves a maximum of two (2) hours of Scheduled
Maintenance for the Customer’s Control Panel, and a maximum of one
(1) hour of Scheduled Maintenance for its Application (Web) Servers.
“Scheduled Maintenance” means maintenance, typically performed
during off- peak hours, that is announced at least seven (7) calendar
days in advance and that is not included in server uptime calculations.
The Company will use commercially reasonable efforts to complete
Scheduled Maintenance during a time that is convenient to the
Customer. During Scheduled Maintenance, Company will direct traffic to
an appropriate offline message.
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SLA/Terms & Services
6.4. Penalty For Non-Compliance.
(a) Service Availability. Upon Customer's notice to the Company, if
availability of any Application (Web) Servers for the month is below the
guaranteed level, the Company will refund to Customer, according to
the schedule below, a portion of the monthly fees charged for the
month during which such loss of server availability occurred:
Service availability 99.0%–99.9%: 10% of monthly fee credited Service
availability 98.0%–98.9%: 25% of monthly fee credited Service
availability 95.0%–97.9%: 50% of monthly fee credited Service
availability 90.0%–94.9%: 75% of monthly fee credited Service
availability 89.9% or below: 100% of monthly fee credited
To receive the refund, Customer must specifically request it during the
month following the month for which the refund is requested. Customer
must provide all dates and times of service unavailability along with
Customer's account username.
The Company will compare information provided by Customer to the
server availability monitoring data that the Company maintains. A
refund is issued if the unavailability warranting the refund is confirmed.
(b) Maximum Total Penalty. The total refund to Customer for any
Service shall not exceed 100% of the monthly fees charged to that
Service during the month for which the refund is to be issued.
(c) Credits may not be issued if Customer account is past due,
suspended, or pending suspension.
7. Server Storage Capacity.
Each account is allotted storage capacity on the Company's servers
according to the plan or options selected by Customer. This storage size
can be increased through the online control panel for an additional
charge up to the maximum amount allowed for each plan or service, as
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SLA/Terms & Services
described on the Company's website. The servers may stop accepting,
processing, or delivering data when the purchased limit is reached, thus
causing server unavailability or data loss. The Company shall not be held
responsible for such unavailability or data losses.
8. Ownership of Data.
All data (a) created by Customer and/or (b) stored by Customer within
Company's applications and on the Company's servers are Customer's
property and is for Customer's exclusive use unless access to such data is
permitted by Customer. The Company shall allow access to such data by
authorized Company personnel and shall provide access in compliance
with the Company's Privacy Policy. The Company makes no claim of
ownership of any web server content, email content, or any other type
of data contained within the Customer's server space and applications
on the Company's servers.
9. Data Integrity.
The Company employs sophisticated RAID techniques to ensure the
integrity of the data on its servers, and the data is written to two disks
simultaneously to prevent data loss in the event of hardware failure. The
Company reserves the right to place accounts on non-RAID servers as
necessary. Routine backups are performed for emergency recovery
purposes only. THE COMPANY SHALL NOT RESTORE THE DATA UPON
CUSTOMER'S REQUEST. Web server raw log files are not included in the
backups and cannot be recovered during server restoration.
In the event of data corruption, hardware failure or other data loss, the
Company will make reasonable efforts to restore lost or corrupted data
from server backups. The Company shall not be responsible for lost data
or site content. The Company recommends that Customer maintain a
local copy of all data uploaded or stored on the Company servers.
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SLA/Terms & Services
10. Data Retention and Destruction.
THE COMPANY SHALL NOT RETAIN ANY OF CUSTOMER'S DATA AFTER
ACCOUNT TERMINATION. ALL DATA IS DELETED (A) FROM THE SERVERS
AT THE TIME THE ACCOUNT IS TERMINATED AND (B) FROM BACK-UPS
DURING SCHEDULED BACKUP ROTATION. THE COMPANY SHALL NOT
RESTORE, "BURN" TO CD, OR SEND OUT ANY DATA PERTAINING TO
TERMINATED ACCOUNTS.
11. Customer Responsibilities.
To access the Company Services, Customer must provide to the
Company the following minimum requirements:
(a) an Internet connection with sufficient bandwidth and quality to allow
trouble-free browsing and data uploading and downloading;
(b) a fully functional Internet browser;
(c) a fully functional POP/SMTP e-mail program (client);
(d) tools to develop and publish content as Customer deems necessary;
(e) tools to access database servers if such services are purchased by
Customer as part of the Services.
12. Cloud Server Hosts
The Company guarantees the functioning of all cloud server hosts
including compute, storage, and hypervisor. If a cloud server host fails,
Pantheon guarantees that it will immediately begin to restore or repair
the issue within one hour of problem identification.
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13. Migration
If a cloud server migration is required because of cloud server host
degradation, Pantheon will notify the Customer at least 24 hours in
advance of beginning the migration, unless it determines in its
reasonable judgment, that it must begin the migration sooner to protect
the Customer’s cloud server data. Either way, Pantheon guarantees that
the migration will be complete within three hours of the time that we
begin the migration.
14. Privacy Statement.
The Company values the privacy of its customers. Please refer to the
Company's Privacy Policy for further information.
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Contacts
CONTACTS
Wes Manning
Manager, Sales Engineering
Phone: 415-429-5034
wes@getpantheon.com
Kit Wong
Principal, Sales Engineering
Phone: 415-429-5034
kit@getpantheon.com
Halid Ibrahimovic
Director of Sales
Phone: 415-800-1970
halid@getpantheon.com
CONFIDENTIAL
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