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Umbrellar Cloud

Service Description

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Contents 1 Description ................................................................................................................. 3

1.1 What is a Service Description? ......................................................................... 3

1.2 Service Descriptions ......................................................................................... 3

2 Document Information ............................................................................................... 4

2.1 Document History ............................................................................................. 4

3 Umbrellar Cloud ......................................................................................................... 5

3.1 What is Umbrellar Cloud? ................................................................................. 5

3.2 Service Order .................................................................................................... 6

3.3 Umbrellar Cloud Services ................................................................................. 6

3.3.1 Compute ........................................................................................................ 6

3.3.2 Storage Services ........................................................................................... 6

3.3.3 Network Services .......................................................................................... 7

3.4 Marketplace ...................................................................................................... 7

3.5 Quotas............................................................................................................... 7

3.6 Non-Microsoft Technologies ............................................................................. 7

3.7 Third Party Licenses ......................................................................................... 7

3.8 Resiliency, Infrastructure and Monitoring ......................................................... 8

3.9 Maintenance ..................................................................................................... 9

3.10 Azure Stack Version ......................................................................................... 9

4 Service Level Agreement ........................................................................................ 10

4.1 Specific SLA Table .......................................................................................... 10

4.2 Virtual Machines - Connectivity SLA of 99.9% ............................................... 10

4.3 Storage - Read/Write Process SLA of 99.9% ................................................. 11

4.4 Network – Connectivity ................................................................................... 11

4.4.1 Load Balancer - Connectivity SLA of 99.9% ............................................... 11

4.4.2 VPN Gateway - Availability SLA of 99.9% .................................................. 11

4.5 Key Vault – Availability SLA of 99.9% ............................................................ 11

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1 Description

1.1 What is a Service Description? The Umbrellar Service Description defines the services offered and specific conditions

for each of these Services. This document forms part of our General Terms and

Conditions. The overall terms comprise:

a) Sales Proposal including a Schedule of Services purchased or a signed Master

Services Agreement

b) Umbrellar Service Descriptions detailing the conditions of Services purchased

c) General Terms and Conditions

1.2 Service Descriptions The below service descriptions define the elements delivered as part of the contracted

products. This will include the inclusions, exclusions, service levels, product options and

associated support model.

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2 Document Information

2.1 Document History This document has been through these revisions:

Date Status Version Edited by Description for Changes

04/12/18 Approved 1.0 ILK/DG Initial Version

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3 Umbrellar Cloud

3.1 What is Umbrellar Cloud? The Umbrellar Cloud offering provides a range of capabilities and services of Microsoft

Azure Stack to enable the Customer to build and extend their enterprise environments

into the cloud. It is a shared physical environment that is administered by a common cloud

management platform leveraged across multiple customers.

The Umbrellar Cloud powered by Azure Stack core capability is Infrastructure as a

Service (IaaS) which provides a rich Microsoft Azure consistent set of compute, network

and storage. The Umbrellar Cloud provides a virtual pool of capacity to host the

Customers operating systems and application software workloads, allowing them to scale

up and down in-terms of capacity, as required.

Umbrellar will provide the Customer access to the Azure Stack Portal using a password

secured login that is underpinned by the Customers Azure AD tenancy that will enable

the Customer to access the Services, provision and deprovision VMs and associated

resources. This Service includes Enabling Software which should be used only in

conjunction with the Customers use of the Service.

Estimated charges for services may be set out in a proposal, however these are also

available at umbrellar.com, and are consistent with the publicly available pricing on similar

services of Australia’s East Microsoft Azure. The Customer has access to the following

capabilities of the Umbrellar Cloud:

a) Azure Stack hosted in New Zealand

b) Compute, Networking and Storage with PAYG

c) Commerce and provisioning portals and APIs for infrastructure provisioning and

self-service infrastructure health reporting

d) Windows, Linux and other Independent Software Provider (ISV) image templates

provided via the Azure Stack marketplace

e) A detailed monthly invoice for subscriptions.

The Service does not include the installation, migration or management of any workload

or Customer/Custom Applications.

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3.2 Service Order To order any Umbrellar Cloud services, the Customer must sign-up to the Umbrellar

Portal (https://portal.umbrellar.com). Once the Customer has an active account with

Umbrellar, the Customer is able to purchase a subscription(s) to Umbrellar Cloud. This

subscription will enable the Customer to consume available Umbrellar Cloud services.

The Customer is responsible for the proper selection of, and use of any services

consumed from Umbrellar Cloud.

Umbrellar Cloud can be accessed via the primary Umbrellar Portal,

https://portal.umbrellar.com or directly at https://portal.nznorth.cloud.umbrellar.io or

programmatically via https://management.nznorth.cloud.umbrellar.io

3.3 Umbrellar Cloud Services Description of Umbrellar Cloud Services.

3.3.1 Compute Umbrellar makes available computing resources and services to the Customer under a

PAYG billing model.

Under the PAYG model, there are no committed physical CPU or RAM resources for an

individual Customer. Umbrellar makes a communal pool of CPU and RAM resources

available and allows the Customer access to those resources. The Customer requests a

quantity of resources (CPU and RAM) which Umbrellar will supply via the underlying

Azure Stack platform. Resources are charged at an hourly rate, however measured down

to the minute based on the published Umbrellar Cloud service rate card and meter

description.

3.3.2 Storage Services Umbrellar makes available storage services to the Customer’s account. The Customer

may select any of the storage tiers available within Umbrellar Cloud. The specifications

and description of each tier are provided in the Azure Stack provisioning GUI.

How the storage services are metered and charged for depends on the specific services

selected. Refer to the Umbrellar Cloud service rate card and meter description for details.

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3.3.3 Network Services Umbrellar Cloud supports full software defined network capability which can be used to

create resources like software load balancers, public IPs, network security groups and

virtual networks. Umbrellar also provides multiple redundant upstream network

connectivity to the public Internet with DDoS mitigation services providing volumetric

protection outside of the Azure Stack SDN infrastructure. Rates for Umbrellar Cloud

ingress and egress bandwidth are published in the Umbrellar Cloud services rate card.

3.4 Marketplace Umbrellar will make available a subset of the items listed in the public Microsoft Azure

Stack marketplace list. This is available at https://docs.microsoft.com/en-us/azure/azure-

stack/azure-stack-marketplace-azure-items. The Customer may request that Umbrellar

syndicate additional items by submitting a support request.

3.5 Quotas Individual services are made available with default quotas which limit the amount of

resource an individual Customer may deploy. The Customer may request an increase to

these quotas by submitting a support request.

3.6 Non-Microsoft Technologies Multiple non-Microsoft technologies can be run on the Umbrellar Cloud platform. For all

scenarios that are eligible for support through a Cloud Care support plan, Umbrellar

Support will help in isolating the issue between the Umbrellar Cloud services and your

custom application.

Full technical support will be provided if the issue is determined to be caused by an

Umbrellar Cloud service. In the case an adequate solution to your issue is not achieved,

you might be referred to other support channels that are available for the non-Microsoft

software.

3.7 Third Party Licenses Third party licenses are available for purchase with your Umbrellar Cloud services.

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3.8 Resiliency, Infrastructure and Monitoring Umbrellar and its Data Centre Service Provider will proactively monitor the underlying

infrastructure of the service on a 24 hr x 7 day per week basis as set out below. The

following will be monitored:

a) The data centre facility, power, cooling and security;

b) Network services such as internet connectivity;

c) Physical hardware nodes which make up the Umbrellar Cloud platform and

d) The software components which make up the Umbrellar Cloud platform

All server and application level monitoring and reporting falls outside of the above

monitoring activities and will form part of a Managed Operating System service defined

under Umbrellar Cloud Proactive Care.

Features Details

Hypervisor Azure Stack

Available Data Centre Zones NZ North (Tier 3 Data Centre)

Monitoring 24/7

Compute Cluster (N+1)

Storage Hyper-converged

Security and Compliance

Data Sovereignty Guaranteed YES

Data Ownership Guaranteed YES

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3.9 Maintenance This is in addition to Schedule A (“General Service Level Agreement”) of Umbrellar’s

Terms and Conditions.

Umbrellar will maintain and install updates and fixes as Umbrellar deems appropriate to

the Cloud Data Centre based infrastructure and any of the standard Images.

Umbrellar will undertake Planned Maintenance that may require an interruption to the

Service during specified periods.

Umbrellar shall undertake maintenance to the Umbrellar Cloud Infrastructure during the

hours of 22:00 and 06:00 on all days as well as the first or last weekend of the month

from Friday 18:00 – Monday 06:00 (the ‘Infrastructure Maintenance Period’).

3.10 Azure Stack Version Umbrellar will always keep the Umbrellar Cloud platform software version level within the

boundaries specified by Microsoft to keep the system under support at

https://docs.microsoft.com/en-us/azure/azure-stack/azure-stack-servicing-

policy#update-package-release-cadence .

The target release version for Umbrellar Cloud will be N-1 (where N is the latest release)

unless there are critical fixes in the N release which necessitate upgrading earlier.

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4 Service Level Agreement The SLA’s set out below are additional to Schedule A (“General Service Level

Agreement”) of the Terms and Conditions and are relevant to Umbrellar Cloud services

only.

The Service shall be available 99.9% of the time over a given calendar month

(“Availability”). Availability is defined as the ability to retrieve a successful response from

probes on core hardware node services responsible for managing the service

environment. Availability is calculated on a calendar month basis. Umbrellar will not

monitor availability of individual service instances but only monitors the service availability

as a whole.

Activity above the hypervisor level, including but not limited to operating system

management, monitoring and database/application level shall not be included in the

Availability calculations.

4.1 Specific SLA Table

Service SLA Comment

Umbrellar Cloud – Management Portal/API 99.5% N/A

Umbrellar Cloud – Virtual Machine 99.9% N/A

Umbrellar Cloud – Storage 99.9% N/A

Umbrellar Cloud – Network 99.9% N/A

Umbrellar Cloud – Key Vault 99.9% N/A

4.2 Virtual Machines - Connectivity SLA of 99.9% For any Single Instance Virtual Machine, Umbrellar warrants that there shall be a Virtual

Machine Connectivity of at least 99.9%

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For all Virtual Machines that have two or more instances deployed in the same Availability

Set, Umbrellar warrants that there shall be a Virtual Machine Connectivity to at least one

instance at least 99.9% of the time.

“Virtual machine connectivity” is bi-directional network traffic between the virtual machine

and other IP addresses using TCP or UDP network protocols in which the virtual machine

is configured for allowed traffic. The IP addresses can be IP addresses in the same cloud

service as the virtual machine, IP addresses within the same virtual network as the virtual

machine or public, routed IP addresses.

4.3 Storage - Read/Write Process SLA of 99.9% Multiple Blob types - Block, Page, and Append Blobs as well as Managed VM disks give

you maximum flexibility to optimize your storage to your needs. Umbrellar warrants that

it will be able to successfully process requests to write/read data to Locally Redundant

Storage accounts at least 99.9% of the time in a given calendar month.

4.4 Network – Connectivity

4.4.1 Load Balancer - Connectivity SLA of 99.9% Load Balancer delivers high availability and network performance to your applications. It

is a Layer 4 (TCP, UDP) load balancer that distributes incoming traffic among healthy

instances of services defined in a load-balanced set.

4.4.2 VPN Gateway - Availability SLA of 99.9% VPN Gateway connects your on-premises networks to Umbrellar through site-to-site

VPNs, much the way you’d set up and connect to a remote branch office. The connectivity

is secure, using industry standard protocols: Internet Protocol Security (IPsec) and

Internet Key Exchange (IKE).

4.5 Key Vault – Availability SLA of 99.9% Key Vault provides management and auditing of secrets, such as passwords and

certificates. Umbrellar warrants that it will be able to successfully process requests to

write/read data to a Key Vault at least 99.9% of the time in any given calendar month.