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Pure commitment.

service descriptionCloud Storage

IaaS

G-Cloud service ID numbers

Assured: 7304 2365 3958 5949

Elevated: 7928 2121 7685 9409

version 7.1

https://www.digitalmarketplace.service.gov.uk/g-cloud/services/7928212176859409

https://www.digitalmarketplace.service.gov.uk/g-cloud/services/7304236539585949

service definition

Contents

Highlights.................................................................................................................................3

What is the service?.................................................................................................................4

What can I do with this service?...............................................................................................4

What are the key features and benefits?.................................................................................5

Why UKCloud?.........................................................................................................................5

What are the key technical features?.......................................................................................6

Who is the service aimed at?...................................................................................................7

What are the service levels?....................................................................................................7

What are the service options?..................................................................................................9

How much does it cost?.........................................................................................................10

Is there a trial service?...........................................................................................................11

What are the terms and conditions?......................................................................................11

Appendix................................................................................................................................12

Service description UKC-SVC-47, version 7.1 Cloud Storage © UKCloud Ltd, 2015 Open of 15

service definition

Highlights

Amazon S3–compatible storage API — use applications which currently work with S3 and benefit from UK-sovereign cloud storage

Resilient, scalable and secure storage for a wide range of common use cases

Exceptional value — PSN-compliant, accredited storage from 4.5p per GB per month

UK sovereign — an assured cloud platform delivered from two secure UK data centres by a UK-based company with UK government security-cleared staff

Disaster tolerant — two Tier 3 UK data centres separated by more than 100km and securely connected by high-bandwidth, low-latency dedicated connectivity enabling synchronous replication

Optimised for OFFICIAL — extensive independent validation (including CESG PGA), the service fully aligns with the CESG 14 Cloud Security Principles, making it ideal for all data classified at OFFICIAL (including OFFICIAL SENSITIVE) and legacy IL0–IL4 solutions

Flexible connectivity options — connect via the internet (with DDoS protection provided as standard), a government community network (PSN Assured service, PSN Protected service, N3; or legacy networks including PNN) or by HybridConnect — using your own dedicated circuits such as CPA-encrypted tunnels, leased lines or MPLS

Advanced Cross Domain Security Zone — a secure managed or self-managed area that enables citizen access over the internet to data which is securely hosted on the Elevated domain

Immediately available on both our Assured and Elevated platforms — zero delay to your project

Flexible and adaptable — add, remove or change your solution via the UKCloud Portal or using our fully documented API


service definition

What is the service?

Cloud Storage from UKCloud is a secure next-generation storage platform designed to address a wide variety of use cases. It's based on object storage technology which is natively optimised for cloud storage in terms of scale, resilience and accessibility.

Traditional storage solutions are typically characterised by large capital expenditure and an intensive management and support burden, and forever swing between under-capacity and over-capacity. Cloud Storage benefits customers as there are no upfront costs and no minimum term commitments, customers merely pay for what they actually use, when they use it.

In addition, we offer Primary Storage in the Cloud, based on traditional network-attached storage (NAS) technology. See the UKCloud Primary Storage in the Cloud service description.

What can I do with this service?

Like many cloud storage solutions, such as Amazon S3 and Microsoft Azure, UKCloud’s Cloud Storage is a compelling alternative to traditional storage systems. It's the ideal solution for common storage requirements such as:

Archiving to the cloud — for organisations looking to migrate valuable but seldom used data to a cost-effective, reliable and secure cloud storage repository via PSN, the internet and other networks. This releases capacity in your existing storage solutions so you can avoid the cost of upgrading.

Backup to the cloud — a location-agnostic (UK-based), secure and cost-effective alternative to storing backups on unreliable tape media or expensive local disk solutions. Recover your data even if your primary site suffers a catastrophic failure.

Personal storage in the cloud — replace your inflexible network drives (for example, F: drive) with secure, always available cloud storage that can be accessed by any device and from any location. Enhance the durability and availability of your personal data.

Master data in the cloud — use cloud storage as the primary repository for your existing applications and users. Benefit from a familiar interface and accelerated performance by using the new generation of cloud storage gateways.


service definition

What are the key features and benefits?

Feature BenefitPay for what you use, scale indefinitely and on demand

Removes the complexity of capacity management

Natively enables application deduplication and redundancy

Ensures the highest level of data availability while reducing the cost and management of on-premises storage solutions

Easy access to storage anywhere, any time to any device via HTTP(S)

Using HTTP(S) as the primary protocol to access object storage pools vastly simplifies the integration of object storage systems into cloud-based solutions, without no need to rely on the availability of web, file or FTP servers

Offloads objects (files, media, images) from compute resources

Reduces load on server resources

Automatically replicates and distributes objects to give high levels of data durability and availability

Eliminates the need for cloud backup and recovery

Why UKCloud?

UKCloud is a UK company founded in 2011, we are unique among cloud providers as we maintain an exclusive focus on the UK public sector. We were one of the first G-Cloud providers to successfully achieve CESG Pan Government Accreditation.

Our range of on-demand, pay-for-what-you-use cloud services with no minimum commitment are suitable for OFFICIAL and OFFICIAL SENSITIVE (formerly IL0 through IL4) data. They’re delivered from two secure Tier 3 UK data centres separated by more than 100km and securely connected by dedicated high-bandwidth, low-latency CESG-assured circuits, enabling synchronous replication.

We help public sector organisations lower CO2 emissions through reduced energy consumption, sustainable procurement and better hardware utilisation. UKCloud is a CarbonNeutral® Company whose data centres have a low carbon footprint and low PUE rating, and comply with the EU Data Centre Code of Conduct.

UKCloud has unparalleled capability in:

Security assuranceWe offer our cloud services from UK data centres, operated by UK government security-cleared staff. Customers’ data is therefore not subject to foreign legislation or the risk of international surveillance or disclosure.

Our services are designed and built with clear alignment to the 14 CESG Cloud Security Principles that all UK public sector organisations use when assessing cloud hosted solutions. Our cloud platform benefits from extensive independent validation via certifications ranging from international standards (for example, ISO 9001, ISO 27001, ISO 20000) to UK public-sector specific standards (for example, PSN, N3/HSCIC).

Our cloud platforms are subject to regular, extensive IT Security Health Check (ITSHC) CHECK Tests by independent, CESG-approved assessors to provide our customers with confidence in the physical and technical security controls which have been implemented to protect their valuable data assets.


service definitionConnectivityBoth of our UK data centres have resilient connections to secure UK government networks such as PSN Assured, PSN Protected and N3, as well as large-scale, DDoS-protected internet connectivity. We also make it possible for you to present your own connections (such as direct connectivity into your MPLS, or inexpensive point-to-point connections via leased lines); and offer a Secure Remote Access solution that allows assured VPN access to the Elevated OFFICIAL domain.

FlexibilityWe offer simple products for delivering complex solutions, all designed to reduce security risks without decreasing the flexibility of a cloud platform. Our differentiated, commoditised products provide a choice of IaaS, PaaS and SaaS; service levels; virtual machine sizes; and security levels.

We provide innovative solutions to further increase cloud flexibility, such as the Cross Domain Security Zone which enables internet-facing Assured OFFICIAL applications to connect to data stored within our Elevated OFFICIAL platform. This allows you to keep your data safe, while letting citizens interface with the information they need.

Public sector partnershipsWe have a committed team focused on identifying partners who understand the UK public sector and have expertise in enabling and accelerating digital transformational projects.

Managed Service Providers (MSPs). Specialists in services relating to the design, management and support of environments built within UKCloud’s cloud platform, helping to reduce the complexities of platform management.

Systems Integrators (SIs). Organisations that fully understand UKCloud’s cloud portfolio are experts at bringing together individual cloud components to deliver entire cloud-based solutions.

Developers and Independent Software Vendors (ISVs). Able to provide fully packaged applications or SaaS solutions which leverage UKCloud’s secure cloud capabilities.

Strategic Advisors/Consultants. For customers who require additional advice around delivering solutions in the cloud, our consultancy partners and subject specialists can help define strategy, develop action plans and create solutions

What are the key technical features?

The Cloud Storage service provides the following technical features:

Native support for REST interfaces for reliable connectivity over the internet, PSN and other wide area networks

S3 compatibility — use hundreds of existing Amazon S3–compatible applications via the UKCloud S3-compatible API

Wide support for developer languages and frameworks — simple, secure access using almost any language or framework including .NET, Java, C, Flex, PHP, Python, Ruby and JavaScript with language bindings; new modules for Drupal and content-addressable storage (CAS) developers are also available

Manual or automated data transfer — organisations can manually upload data or use a range of automated solutions, such as EMC Networker, CommVault and Riverbed


service definition Relief from capacity management issues related to LUNS, RAID groups and file

systems

Integration with existing native and virtualised enterprise applications, with no change to the application or stack

Compatibility with a range of third-party cloud storage gateway appliances such as EMC TwinStrata, Panzura Alto Cloud Controller, Seven10 StorFirst EAS and StorSimple Appliance; cloud storage gateways can be installed on premises or in the cloud and provide NAS or SAN presentation of the storage layer

Who is the service aimed at?

Organisations wanting to:

Fully embrace digital applications. Digital applications are normally decoupled from their data, which helps enable the elasticity and application availability delivered through horizontally scalable resources. Cloud Storage is a key element in underpinning application and data decoupling.

Reduce the complexity of managing storage. Cloud Storage provides new levels of simplicity. No more managing capacity, file systems or RAID groups — just consume what you want, when you want, how you want. Ideal for customers who no longer want to manage storage platforms.

Find a better way to solve the problem of storing increasing amounts of unstructured data. Cloud Storage provides secure, scalable storage with flexible data protection levels on a true utility basis.

Implement low-cost, Pan Government Accredited storage to avoid traditional, expensive CAPEX solutions. Suitable for both long-term archives (for example, digital evidence, medical images) and solutions with highly variable storage requirements.

What are the service levels?

UKCloud will use reasonable endeavours to ensure that the availability of the UKCloud service purchased by the customer in a given calendar month equals the applicable Availability Commitment. To define availability, UKCloud monitors a number of service elements — some generic, some service specific — which collectively enable the customer to use or access the service. If the availability of the service is less than the associated Availability Commitment, the customer may request Service Credits for the service within 30 calendar days of the service being deemed unavailable. For more information on our SLAs, see the UKCloud SLA definition document.


service definitionUKCloud provides both an availability SLA and response time SLA for Cloud Storage — see table.

STANDARD ENHANCED ENHANCED PLUS≠

Availability (monthly*)

99.95% 99.99% 99.99%

Incident response P1 — within 15 minutesP2 — within 4 hoursP3 — within 24 hoursP4 — within 72 hours

Service Credits 10% of monthly spend 15% of monthly spend 15% of monthly spend

* Availability indication based on an average 730 hours per month. Excludes emergency maintenance.

≠ ENHANCED PLUS is subject to availability

Unavailability definition‘Unavailability’ applies to existing data where the data becomes inaccessible due to a fault recognised at the IaaS layer or lower, for example:

The fault is not within the customer's control (applications and user networks)

The fault is within UKCloud-controlled components, such as the storage infrastructure, power or physical firewalls and routers

External connectivity providers (internet, N3, PSN, including legacy networks such as PNN) and components colocated at UKCloud are also not included in the availability calculation

See the SLA definition document for more information.

UKCloud API and Portal UKCloud provides an availability service level target for:

The UKCloud API — access to the API allows direct commands to be sent to the environment for programmatic control of our Cloud Storage platform

The UKCloud Portal — covering the ability to log on to the Portal to manage your environment, create support tickets and use other functions

Target availability (monthly*)UKCloud Portal 99.90%


service definition

What are the service options?

There are three service options to choose from:

STANDARD ENHANCED ENHANCED PLUS≠

Service level agreement

99.95% 99.99% 99.99%

Protection level Local protection (single site)

Local and remote protection (dual site)

Local and remote protection (dual site)

Effective number of data copies

3 6 10+

Scalability Unlimited Unlimited UnlimitedRetention Configurable Configurable ConfigurableProtective monitoring Included Included Included

≠ ENHANCED PLUS is subject to availability

Backup/recovery and disaster recoveryOrganisations can choose from a range of protection levels.

STANDARD — data is stored in a single named UK-sovereign data centre with data protection using GeoParity coding. This provides a degree of fault tolerance and so improves data durability.

ENHANCED — data is stored in two UK-sovereign data centres, with a copy maintained in a primary named UK data centre and copied to a geographically remote UK data centre. This provides the optimum degree of fault tolerance (including site failure) and corresponding data durability.

ENHANCED PLUS — data is stored in two UK-sovereign data centres, with a copy maintained in a primary named UK data centre and copied to a geographically remote UK data centre. EHHANCED PLUS provides the optimum degree of fault tolerance (including site failure). It also provides the largest number of data copies for greater data durability, but this incurs a significant storage overhead and therefore higher costs.

Versioning can be implemented via the native Atmos API at all protection levels, allowing data to be reverted to a previous version if the latest version becomes corrupt.

If customers want more control over and visibility of their disaster recovery solution, they can design their solution to write data independently to each data centre at our STANDARD protection level, instead of using our ENHANCED protection levels.


service definition

How much does it cost?

The storage tier is based on the average consumption at the end of the month, which is based on daily average measurements. For example, if the volume of customer data peaks on one day during the month at 750TB, but the average across all days in the month is measured at 500TB, billing for that month will be at the 251TB–500TB tier rate.

STANDARD service level

Storage tier Assured OFFICIAL £ / GB / month

Elevated OFFICIAL £ / GB / month

Up to 250TB £0.090 £0.110251TB to 500TB £0.075 £0.080501TB to 1000TB £0.055 £0.0601001TB+ £0.045 £0.050

ENHANCED service levelStorage tier Assured OFFICIAL

£ / GB / monthElevated OFFICIAL

£ / GB / monthUp to 250TB £0.110 £0.170251TB to 500TB £0.090 £0.140501TB to 1000TB £0.070 £0.1001001TB+ £0.060 £0.090

ENHANCED PLUS≠ service level

Storage tier Assured OFFICIAL£ / GB / month

Elevated OFFICIAL£ / GB / month

Up to 250TB £0.420 £0.780251TB to 500TB £0.420 £0.780501TB to 1000TB £0.420 £0.7801001TB+ £0.420 £0.780

≠ENHANCED PLUS is subject to availability

Cloud CreditsThe Cloud Credits option allows organisations to purchase Cloud Credits upfront and redeem them against UKCloud over a maximum two-year period. This allows organisations to effectively commit their CAPEX or budget spend in advance, with monthly usage deducted from the balance until depleted.

Every £1 spent on Cloud Credits equals £1 to be spent on UKCloud

The purchase of Cloud Credits can be made against any G7 Service Description, and Cloud Credits are transferable between services

Cloud Credits can be used for a single service or a combination of services or orders

Any unused Cloud Credits at the end of the two-year period are non-refundable


service definitionWorked example

If you know you will consume at least £550,000 of UKCloud over a two year period based on previous or projected usage, you may choose to pre-pay this amount. You'll receive a value of £550,000 worth of Cloud Credits to be used against any UKCloud service over a maximum two-year period.

You'll receive a monthly invoice, with payment automatically taken from your UKCloud Cloud Credits, if available. You'll need to inform our finance department if you wish to make any amendments to how your invoices are paid.

Is there a trial service?

UKCloud offers a 30-day free trial with up to 5TB of storage. Free trials are subject to additional terms and conditions which are available via the Digital Marketplace.

Free Trial conditions, as outlined in Appendix A of UKCloud's Standard Terms & Conditions, apply.

What are the terms and conditions?

Please refer to the Terms and conditions document for full details.

The appendix at the end of this service description provides a service summary.


service definition

AppendixOn-boarding and off-boardingOn-boarding

UKCloud will create the customer’s Primary Administrator account and send the customer a Welcome Pack which includes the URL for the Cloud Storage service and associated authentication details.

The customer can then use these details to configure their application (for example GeoDrive, Cloud Tiering Appliance and Documentum) and begin using the service.

As UKCloud has two UK data centres, a customer can request to be deployed into a specific data centre at the time of the order. Although it's unlikely a request would ever be rejected, this remains at UKCloud discretion.

Off-boarding

Prior to terminating the contract, the customer is able to transfer all their data out of the solution (for example, using the UKCloud API to retrieve data).

When the organisation terminates their agreement with UKCloud, UKCloud ensures all of the organisation’s data is deleted.

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 UKCloud API and the UKCloud Portal which provides common service management functionality and addresses standard requirements.

For organisations that require a more managed service, UKCloud works with a number of Partners who can provide a managed service wrapper around the UKCloud IaaS. UKCloud will be pleased to make an introduction where appropriate.

UKCloud may use EMC as a subcontractor.

Service constraintsUKCloud will adhere to the following in terms of maintenance windows:

“Planned Maintenance” means any pre-planned maintenance of any of the infrastructure relating to the service. Planned Maintenance activity may result in periods of degradation or loss of availability depending on the nature of the activity required. In such cases, UKCloud shall provide affected customers with at least fourteen (14) days' advance notice of the Planned Maintenance.

If during Planned Maintenance there is a loss of availability to the service, an SLA event will be triggered. However, this time shall be excluded in the availability calculation but will be included in monthly service reporting related to the service.

“Emergency Maintenance” means any emergency maintenance of any of the infrastructure relating to the service. Whenever possible, UKCloud shall: a) provide affected Customers with at least six (6) hours’ advance notice and b) carry out the emergency maintenance between the hours of 00:00 and 06:00 (UK local time) Monday to Sunday or between the hours of 08:00 and 12:00 (UK local time) on Saturday or Sunday, unless there is an identified and demonstrable immediate risk to customer environment(s). Emergency Maintenance may result in periods of degradation or loss of availability depending on the nature of the activity required.

If, during Emergency Maintenance, there is a loss of availability to the service, an SLA event will be triggered. However, this time shall be excluded in the availability calculation but will be included in monthly service reporting related to the service.

TrainingUKCloud has 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.

UKCloud also has a number of Partners who can deliver additional services such as training, support and managed services. UKCloud would be pleased to introduce you to such Partners where appropriate.

Ordering and invoicing Formerly known as ‘API Accessible Cloud Storage’, ‘Backup to the Cloud’, ‘Archive to the Cloud’ and ‘Personal Storage in the Cloud’. Customers of those services should use this service instead of the previous ones.

Billing for the service is monthly in arrears.

Payment can be made by direct bank transfer (BACS/CHAPS) and shortly by direct debit.

Service lead timeSetting up a new organisation will typically be completed within 1 day 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 storage resources with no notice period required as they manage this themselves.


service definition

TerminationTerms

At the point of termination, all customer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored.

Costs

There are no termination costs for this service. Customers are responsible for extracting their own data from the platform if required.

UKCloud may make an additional charge for transferring data out of the service.

Data restoration / service migrationFor service migration, UKCloud allows existing data to be migrated to and from the platform via the UKCloud API.

In many circumstances, UKCloud can help facilitate a bulk migration to the platform using offline data ingest and extraction — please ask UKCloud for details.

Customer responsibilities The control and management of access and

responsibilities for end users including appropriate connectivity, security and accreditation if required. If access is required over legacy networks such as N3 or PSN, the customer is responsible for adhering to the Code of Connection.

Management and administration of layers above the IaaS (for example the systems that use the Cloud Storage platform).

As a core benefit of the Assured cloud platform, customers are expected to self-manage the environment including creating and deleting data.

Customers must be aware of the variable nature of the billing based on usage.

The customer is also responsible for ensuring only appropriate data (such as OFFICIAL and OFFICIAL-SENSITIVE) is stored and processed by applications on this environment, and that they comply with the UKCloud Security Operating Procedures (SyOps) and other information assurance requirements as specified in UKCloud System Interconnect and Security Policy (SISP) and associated accreditation documentation sets.

Financial recompense modelIf the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected storage 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 CreditSTANDARD service level

10% of monthly spend

ENHANCED service level


ENHANCED PLUS service level


Customer Portal 1% of monthly spend per 1% below service level target or part thereof

Technical requirementsThe customer is responsible for procurement or development of the application and the correct implementation of support for the EMC Atmos API or the compatible Amazon S3 API.

Customers can choose from a number of options with UKCloud to access their environment depending on their requirements. The list below provides a guide to what is possible, but engagement with UKCloud may be required to explain and validate further:

Assured OFFICIAL (lower-security domain)

Standard internet connectivity over common protocols (HTTP, HTTPS, SSH)

N3 — for access to the Health and Social Care community. You will need to complete the N3 Information Governance Statement of Compliance process

PSN Assured service — you need to be a PSN Service Provider or an HMG customer that has PSN certification

HybridConnect — private circuit solutions including:

o CAS(T)-compliant connections (such as leased line and MPLS)

o Non-CAS(T)-compliant connections (such as leased line and MPLS), using additional CPA/PEPAS overlay encryption


service definition

o Site-to-site VPN using standards-based IPSEC solutions

o Dedicated fibre connectivity within the UKCloud data centre

Elevated OFFICIAL (higher-security domain)

Preferred connectivity is over a Government Community Network such as N3 or PSN

N3 — for access to the Health and Social Care community. You will need to complete the N3 Information Governance Statement of Compliance process (additional controls may need to be implemented to enable N3 access to the higher-security domain)

PSN Protected service — you need to be a PSN Service Provider or an HMG customer that has PSN certification

Legacy networks such as PNN, via the PSN Protected service

UKCloud Secure Remote Access service

HybridConnect — private circuit solutions including:

o CAS(T)-compliant connections (for example, leased line and MPLS) using additional CPA/PEPAS overlay encryption

o Non-CAS(T)-compliant connections (such as Leased Line and MPLS) using additional CPA/PEPAS overlay encryption

o Site-to-site VPN using standards based CPA-approved solutions

o Dedicated bonded fibre connectivity within the UKCloud data centre


UKCloud LtdA8 Cody Technology ParkIvely RoadFarnboroughHampshireGU14 0LX+44 (0)1252 [email protected]. ukcloud .com

© UKCloud Ltd. 2015All Rights Reserved.

UKC-SVC-47

http://www.ukcloud.com/

mailto:[email protected]

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