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    Hosted Solutions Hi-Touch Services Guide Hosted Solutions Hi-Touch Services Guide Document Transcript

    • Charlotte Uptown | Charlotte Metro | Raleigh | Cary | Boston
    • Table of Contents Hi-TouchSM Network Services ............................................................................. 3 Hi-TouchSM Load-Balancing Services ................................................................... 4 Hi-TouchSM Managed Firewall Services ................................................................ 5 Hi-TouchSM Intrusion Detection Service ............................................................... 7 Hi-TouchSM Dedicated Servers ............................................................................ 8 Hi-TouchSM OS Management .............................................................................. 9 Hi-TouchSM Patch Management ......................................................................... 10 Hi-TouchSM Server Monitoring .......................................................................... 11 Hi-TouchSM DBA Services ................................................................................. 12 Hi-TouchSM Storage Solutions ........................................................................... 14 Hi-TouchSM Backup Services ............................................................................ 15 Hi-TouchSM Virtualization Services .................................................................... 16 Hi-TouchSM Data De-Duplication ....................................................................... 17 Hi-TouchSM Replication Service ......................................................................... 18 Hi-TouchSM Stratus Cloud Infrastructure ............................................................ 19 2 HostedSolutions
    • Hi-TouchSM Network Services Network Connectivity  Multi-Gigabit network backbone with over 6 Gbps bandwidth across 5 geographically diverse data centers, utilizing multiple providers to deliver Internet access – Level3, Time Warner Telecom, Savvis, RCN, GNAP, and MCI/Uunet.  Burstable bandwidth from 10 – 1000 Mbps.  Fast Ethernet or GigE connectivity  Expedited installation and implementation available  Fixed or usage-based bandwidth pricing options available  Real time internet bandwidth utilization reporting via online portal.  Private Point to Point connectivity available through preferred telcos 1.5 Mbps – 1Gbps.  Redundant network connectivity available via HSRP and BGP Domain Name Services  Function as primary, secondary and stealth DNS Server  Add, update or remove DNS zones and records Managed Switches  Cisco 2960 | Cisco 3970 platforms  Implement initial network configuration per customer requirements  Monitor alerts and remedy hardwdare issues  Clustered solutions available 3 HostedSolutions
    • Hi-TouchSM Load-Balancing Services Premier Managed Load Balancer Options  F5 BigIP Local Traffic Manager on F5 LTM Hardware  F5 BigIP Global Traffic Manager on F5 GTM Hardware Professional Managed Load Balancer  OpenBSD Platform running on Dell PowerEdge Dedicated Hardware Hosted Solutions Hi-Touch℠ Load Balancing Solutions seamlessly monitor availability and performance of multiple WAN connections to intelligently manage bi-directional traffic flows to a site – providing fault tolerant, optimized Internet access. High Availability Detects errors across an entire link to provide end-to-end, reliable WAN connectivity. It monitors the health and availability of each connection, detecting outages to a link or ISP. In the event of a failure, traffic is transparently and dynamically directed across other available links so users and external customers always stay connected. Comprehensive Link Monitoring Provides a comprehensive view into the health and throughput of links through the gateway router, ensuring availability and providing insight into the bandwidth and capacity of any given link. It also detects failures caused by ISP misconfiguration or other manual errors that might otherwise be missed. Composite Monitors Combines multiple monitors to quickly and accurately determine the health and availability of a link. If a problem is detected, it can route traffic to other available links – reducing downtime costs while improving the client experience. Global Traffic Management BIG-IP Global Traffic Manager (GTM) can automatically direct users to the closest or best-performing data center in a multi-data center scenario. You can realize the full potential of multiple data centers by using BIG-IP GTM to provide seamless disaster recovery and routing based on quality of service or business criteria. 4 HostedSolutions
    • Hi-TouchSM Managed Firewall Services Premier Managed Firewall - CheckPoint Platform  Stateful Filtering.  NAT and Port Redirection.  Hardware Disk Mirror & Dual Power Supplies.  Full Managment and Monitoring Included.  25,000 Simultaneous Connections.  25 SecuRemote VPN Client Connections.  25 IPSec VPN Routes to Interoperable Gateways.  50 Policy and Configuration Changes per Month. Available options  Additional Intel EEPro100 or EEPro1000 PCI NICs.  Multiprocessor support (additional CPU).  Managed switch for VLAN breakout.  High-availability cluster (add server, switch, uplink).  Increased log retention (larger hard disks). Premier Managed Firewall – Juniper Platform (SSG 550M)  Stateful Filtering.  NAT and Port Redirection.  Hardware Disk Mirror & Dual Power Supplies.  Full Managment and Monitoring Included.  256,000 Simultaneous Connections.  Up to 1 Gbps throughput.  Up to 500 Mbps IPSEC VPN throughput.  10 VPN Client Connections. (standard)  5 IPSec VPN Routes to Interoperable Gateways. (standard)  50 Policy and Configuration Changes per Month. Available options  Additional physical interfaces.  High availability clustering.  Managed switch for VLAN breakout.  AS, AV, and NIDS/NIPS feature descriptions.  Additional VPN Client Users 5 HostedSolutions
    • Professional Managed Firewall - Juniper Platform (SSG 350M)  Stateful filtering.  Network address translation and port redirection.  Traffic normalization and fragment reassembly.  Packet shaping, queuing and prioritization.  Overflow limits and TCP/SYN flood protection.  Separate private, public and management interfaces.  802.1q VLAN support.  Hardware disk mirror.  Full management and monitoring included.  96,000 simultaneous connections.  Up to 550 Mbps throughput.  Up to 225 Mbps IPSEC VPN throughput.  10 VPN Client Connections. (standard)  5 IPSec VPN Routes to Interoperable Gateways. (standard)  50 policy and configuration changes per month.  200 policy line maximum. Available options  Additional physical interfaces.  High availability clustering.  Managed switch for VLAN breakout.  AS, AV, and NIDS/NIPS feature descriptions.  Additional VPN Client Users Standard Managed Firewall – Juniper Platform (SSG 140)  Stateful filtering.  Full management and monitoring included.  One subnet only.  48,000 simultaneous connections.  Up to 350 Mbps throughput.  Up to 100 Mbps IPSEC VPN throughput.  10 VPN Client Connections. (standard)  5 IPSec VPN Routes to Interoperable Gateways. (standard)  5,000 simultaneous connections.  10 policy and configuration changes per month.  30 policy line maximum. Available options  Additional physical interfaces.  High availability clustering.  Managed switch for VLAN breakout.  AS, AV, and NIDS/NIPS feature descriptions.  Additional VPN Client Users 6 HostedSolutions
    • Hi-TouchSM Intrusion Detection Service Overview Hosted Solutions on-demand network security solution delivers intrusion protection, vulnerability management, and IT and PCI compliance automation to help protect networks from threats that bypass perimeter, desktop, and server defenses. Our platform consists of an on-premise appliance, a hosted expert system, and a hosted virtual appliance. On-Premise Appliance Detects more than 8,000 network threats and over 12,000 vulnerabilities. This appliance can also initiate containment and blocking actions as per defined policy. Hosted Virtual Appliance Enables you to maintain PCI compliance with our PCI-certified external scanning. You can also leverage the entire 12,000-plus vulnerability test library to perform comprehensive external scanning. Hosted Expert System Aggregates and analyzes real-time threat information from across your internal network and combines this data with hundreds of other global customer networks. With the proven and patent-pending 7-factor Threat Scenario Modeling, the system automates the identification of sophisticated threats to provide you with an unprecedented level of protection and an early-warning system with zero-day protection against the next attack. Global Threat Center SOC (Security Operations Center) The ActiveWatch Monitoring service is staffed around-the-clock by certified expert security professionals, and the SOC monitors your network and helps you take prompt, effective action when network threats are detected or when security incidents occur. 7 HostedSolutions
    • Hi-TouchSM Dedicated Servers Dedicated Server Platform  Industry leading Dell™ or Sun™ servers  A continuously tested and maintained operating system build (version- controlled) designed with Internet security, performance, and reliability in mind  Flexible software licensing of OS and applications on a monthly basis  Dell server hardware monitoring via Dell OpenManage (for Dell servers on supported OS only)  Complete support for all hardware with spares on site Facilities at a Glance  SAS70 Type II Certified  Tier III / IV Ratings  100% Uptime SLA on Infrastructure  24x7x365 Hi-TouchSM Support Redundant Power  Power configured in 2N model  Redundant Backup Battery Systems  Redundant Diesel-Powered Generators  Rigorous, Regular System Testing Secure Class A Facilities  Ballistic-rated exterior, including doors & windows  Double Man Traps force double verification and provides extra secure data center entry  Redundant off-site monitoring of all security systems  Locked Cabinets and Cages Network Services  Multi-Gig Network Backbone with over 8 Gbps bandwidth  Fixed or Usage-based Bandwidth Pricing  Use of Hosted Solutions Redundant DNS Servers 8 HostedSolutions
    • Hi-TouchSM OS Management Supported Platforms  Windows (all versions currently supported by Microsoft)  Red Hat Enterprise Linux (all versions currently supported by Red Hat)  Solaris (all versions currently supported by Sun Microsystems) Design Services  Initial design review with Hosted Solutions’ OS experts.  System and installation support documentation provided by Project Manager. OS Installation  Base OS installation, including OS licensing. System Administration  Proactively resolve Windows Services issues logged in the Windows event viewer and create customer notification tickets for all critical events (Windows only)  User account management – add, disable, remove, reset passwords.  OS network configuration management - change IPA, route, interface.  Resize file systems (where possible).  Manage disk de-fragmentation on a quarterly basis (Windows only) Premier Server Monitoring Services  See Hi-Touch℠ Server Monitoring service description. Standard Patch Management  See Hi-Touch℠ Patch Management service description. Backup Management  Installation and administration of backup client software. 9 HostedSolutions
    • Hi-TouchSM Patch Management Supported Platforms  Windows 2003 / 2008  Red Hat Enterprise Linux (all versions currently supported by Red Hat)  Debian Gnu/Linux Stable and Old-Stable  SUSE Linux Enterprise Server (all versions currently supported by Novell)  CentOS Linux (all versions currently supported by the CentOS community)  Ubuntu Linux (all versions currently supported by the Ubuntu community)  Solaris (all versions currently supported by Sun Microsystems) Standard Windows Patch Management Services  Provide full life cycle patch management services to lower risk of security breaches and mitigate downtime for mission-critical applications  Notify customers of all available IIS, ASP and .NET patches available, and request customer permission to apply any or all IIS, ASP, and .NET patches Standard Unix & Linux Patch Management Services  Provide full life cycle patch management services to lower risk of security breaches and mitigate downtime for mission-critical applications (requires that customer has purchased support from OS vendor) 10 HostedSolutions
    • Hi-TouchSM Server Monitoring Supported Platforms  Microsoft Windows 2003 / 2008  Red Hat Enterprise Linux  Debian Gnu Linux  SUSE Linux Enterprise Server  CentOS Linux  Ubuntu Linux  Solaris  FreeBSD  OpenBSD  Apple Mac OS X Standard Server Monitoring Services (free of charge)  Monitor network connectivity via ICMP  Monitor one customer-specified network service (e.g., HTTP, DNS, TCP, or UDP port)  Access to Hosted Solutions’ Dashboard, Trouble Ticketing, and Network Bandwidth logs Premier Server Monitoring Services  Monitor network connectivity via ICMP  Monitor six customer-specified network services (e.g., HTTP, DNS, TCP, or UDP ports)  Monitor the following resources: disk/drive usage, memory usage, and CPU load  Monitor critical systems for hardware alerts and status changes via Dell OpenManage (for Dell servers only)  Access to Hosted Solutions’ Dashboard, Trouble Ticketing, and Network Bandwidth logs 11 HostedSolutions
    • Hi-TouchSM DBA Services Standard DBA Services On Call DBA Support (M-F 8:00-5:00)  Up to one (1) hour of DBA support is included every month for customer directed DBA activities. Database Backups for Point in Time Recovery  Daily or weekly backup of all databases to local disk using native commands.  Hourly backup of transaction logs to local disk using native commands.  Daily sweep of online backup files to tape backup system (requires backups.) SQL Administration Oracle Administration Monitoring & Administration Monitoring & Administration  Monitor network connectivity to  Space Management of the database server Tablespace’s  Monitor that SQL Server services  Free Space are running  Rollback Segments  Monitor disk space  Segment’s Extents  Review SQL Server scheduled jobs  Performance Management for failures  Buffer Hit Ratio  Review SQL Server and Windows  Latch Hit Ratio event logs  Wait Statistics  Resize database data and  Shared Pool Status transaction log files as required  System Events  Check for database corruption  Inefficient SQL statements  Create and update database  Locks statistics  Tablespace  Rebuild or defrag indexes  File I/O  Cycle SQL Server error logs  Fault Management  Oracle Archive Status Baseline / Performance Management  In-doubt transactions  Establish baselines by measuring  Listeners performance under various load  Oracle processes conditions.  Oracle Log files  Collect Windows and SQL Server  Schema Objects Management counters for analysis and  Invalid Objects troubleshooting.  Object sizing/Imminent  Collect SQL Server traces for Extent Failure analysis of frequent and long running queries. Routine Database Exercises  Identify areas for potential  Database Reorganization analysis (e.g. SQL query tuning,  Table Reorganization index tuning, hardware tuning).  Index Reorganization 12 HostedSolutions
    • Premier DBA Services On Call DBA Support (24 hours a day / 7 days a week)  Up to two (2) hours of DBA support is included every month for customer directed DBA activities. Database Backups for Point in Time Recovery  Daily or weekly backup of all databases to local disk using native commands.  Hourly backup of transaction logs to local disk using native commands.  Daily sweep of online backup files to tape backup system (requires backups.) SQL Administration Oracle Administration Monitoring & Administration Monitoring & Administration  Monitor network connectivity to  Space Management of the database server Tablespace’s  Monitor that SQL Server services  Free Space are running  Rollback Segments  Monitor disk space  Segment’s Extents  Review SQL Server scheduled jobs  Performance Management for failures  Buffer Hit Ratio  Review SQL Server and Windows  Latch Hit Ratio event logs  Wait Statistics  Resize database data and  Shared Pool Status transaction log files as required  System Events  Check for database corruption  Inefficient SQL statements  Create and update database  Locks statistics  Tablespace  Rebuild or defrag indexes  File I/O  Cycle SQL Server error logs  Fault Management  Oracle Archive Status Baseline / Performance Management  In-doubt transactions  Establish baselines by measuring  Listeners performance under various load  Oracle processes conditions.  Oracle Log files  Collect Windows and SQL Server  Schema Objects Management counters for analysis and  Invalid Objects troubleshooting.  Object sizing/Imminent  Collect SQL Server traces for Extent Failure analysis of frequent and long running queries. Routine Database Exercises  Identify areas for potential  Database Reorganization analysis (e.g. SQL query tuning,  Table Reorganization index tuning, hardware tuning).  Index Reorganization 13 HostedSolutions
    • Hi-TouchSM Storage Solutions SAN and NAS Offerings  Dedicated and Shared Infrastructure Options  Connectivity Options:  ISCSI for lower cost network access, where high performance is not required  NAS for concurrent file server access from multiple servers  Fibre Channel SAN for highest availability, performance, and scalability  Platform support is summarized in the matrix below  Storage Options: SATA or Fibre Channel arrays with flexible RAID configurations and a broad range of price and performance as portrayed in the matrix below  Install and configure all storage hardware and software, including multi-pathing software.  Configure drives and partitions on host platforms.  Monitor and maintain storage availability and capacity.  Fully managed solution Platform iSCSI NAS FC SAN Windows 2003 / 2008 √ √ √ Windows Clusters √ Red Hat Linux ES4 / ES5 √ √ √ Red Hat Clusters √ Solaris (All Sun supported) √ √ √ Solaris Clusters √ 14 HostedSolutions
    • Hi-TouchSM Backup Services Overview Hosted Solutions Hi-Touch Backup Services include Service implementation and 24x7 monitoring and management. Hosted Solutions backup system provides daily incremental file system backups with weekly full backups. Each full backup is written to disk and to tape, while incremental backups are written to disk only Backup Services  All backups disk-to-disk-to-tape to ensure completion within backup windows  One Full backup per week, retained on tape for 30 days  Six incremental backups per week, each retained on tape for 14 days. Optional Features:  Exchange backup  SQL Server backup  Active Directory backup  SharePoint backup  Oracle backup  Linux server backup  Solaris server backup  Summary level reporting, including number of files, total size of job, average throughput.  Dedicated Tape Pool for off-site rotation through third parties  Cross-site backup to another Hosted Solutions Data Center 15 HostedSolutions
    • Hi-TouchSM Virtualization Services Supported Host Platforms  VMware Infrastructure  Solaris Container Supported Guest Platforms  Windows Server 2003 / 2008  Red Hat Enterprise Linux (all versions currently supported by Red Hat)  Solaris 9 Operating System x86 Platform Edition & Solaris 10 Operating System for x86 Platforms Design Services  Initial design review with Hosted Solutions’ OS experts.  System and installation support documentation provided by Project Manager. Services  Installation, Configuration, and Administration of ESX Hosts  Installation, Configuration, and Administration of VirtualCenter Server  Configuration and Administration of VMotion + Storage VMotion  Configuration and Administration of Distributed Resource Scheduler  Configuration and Administration of High Availability  Installation, Configuration, and Administration of VMware Consolidated Backup Server  Monitor network connectivity via ICMP  Monitor six customer-specified network services (e.g., HTTP, DNS, TCP, or UDP ports)  Monitor the following resources: disk/drive usage, memory usage, and CPU load  Monitor critical systems for hardware alerts and status changes via Dell OpenManage (for Dell servers only)  Access to Hosted Solutions’ Dashboard, Trouble Ticketing, and Network Bandwidth logs  Provide full life cycle patch management services to lower risk of security breaches and mitigate downtime for mission-critical applications  Notify customers of all available IIS, ASP and .NET patches available, and request customer permission to apply any or all IIS, ASP, and .NET patches 16 HostedSolutions
    • Hi-TouchSM Data De-Duplication Overview Hosted Solutions Data De-duplication Service provides De-duplication services for both local and remote storage of data. De-duplication looks for redundancy of very large sequences of bytes across very large comparison windows. As Customer data is written to the inline De-duplication appliances the incoming data stream is segmented, uniquely identifying the data segments, and then compared against the segments of previously stored data. Replication Customers can optionally subscribe to a second De-duplication appliance, where replication services are included as part of the service. Using Data Domain Replicator software, the primary appliance will move the data offsite to a second appliance at a second Hosted Solutions IDC using cross-site bandwidth links (separate bandwidth charges apply). Cross-site de-duplication will provide network efficiency over normal replication, by eliminating the need to transfer common data already received. Configuration  Hosted Solutions will create and maintain file share(s) on the appliance(s).  Hosted Solutions will work with the Customer to connect the de-duplication  appliance(s) to the appropriate network as agreed upon with the customer.  Hosted Solutions system administrators will perform up to two (2) hours per  month of de-duplication configuration changes as requested by the Customer.  Hosted Solutions will provide ongoing management and administrative support for the de-duplication appliances and replication services. Monitoring  Hosted Solutions provides monitoring of the de-duplication appliances to determine system availability (24/7). In the event that the appliances fail to respond, Hosted Solutions will notify Customer and initiate corrective action. Maintenance and Support  24/7 support for de-duplication problem resolution and Customer inquiries.  Hosted Solutions provides the Customer with hardware maintenance, which is available with a 4-hour response time.  To manage configuration consistency and accountability for changes, all system administration and device passwords will be managed by Hosted Solutions. Customer must request any changes by contacting the Hosted Solutions NOC. Customer must provide complete authentication credentials to the Hosted Solutions NOC when requesting changes.  Customer must provide IP connectivity to Hosted Solutions for monitoring and management capabilities of the devices. 17 HostedSolutions
    • Hi-TouchSM Replication Service Overview Hosted Solutions Hi-Touch Replication Service provides replication services between EMC CLARiiON Storage Area Network Systems located at least two (2) different Hosted Solutions IDCs. Hosted Solutions Hi-Touch Replication Services provides block-level asynchronous remote replication between LUNs in two different SANs using near-Continuous Data Protection (CDP) technology that journals groups of writes for later recovery to different points in time. Hosted Solutions replication features are provided by an out-of-band appliance attached into the SAN for local storage access and into the IP WAN for remote replication and management. Hosted Solutions utilizes EMC RecoverPoint appliances as part of the replication service. The RecoverPoint appliance performs all bi-directional replication between the two SANs. As part of the service, Hosted Solutions will provide the installation, configuration, monitoring and management of the appliances. In the event that restoration is required, Hosted Solutions engineers will perform image restoration to the most current copy of the data. Customer will then verify against data corruption, or other miscellaneous errors, and direct Hosted Solutions engineers whether or not to rollback further into previous images. Configuration  Hosted Solutions will work with the Customer to configure the appliances with each associated Customer LUN.  Hosted Solutions system administrators will perform ongoing, reasonable configuration changes as requested by the Customer.  Hosted Solutions will provide ongoing administrative support for standard additions, deletions and changes to the existing configuration (e.g., adding or removing a LUN). Monitoring  Hosted Solutions will monitor the RecoverPoint appliances and associated infrastructure using ICMP-based monitoring. If the Customer subscribes to Hi-Touch SAN Services, all associated LUNs will be monitored as well.  Node Checking (ICMP-based): Ping monitoring that verifies connectivity between the two IDCs and the RecoverPoint appliances by pinging the IP and receiving a response from that device. 18 HostedSolutions
    • Hi-TouchSM Stratus Cloud Infrastructure Overview Hi-Touch Stratus Cloud Infrastructure is a managed cloud server infrastructure with licensing, monitoring and management of the virtualized operating systems collocated in one or more Hosted Solutions IDC. The Cloud Virtualization Service is based on VMware Infrastructure Enterprise. The platform allows one or more physical servers to be partitioned into multiple self-contained virtual machines, each with its own operating system and set of applications to meet your needs. The service utilizes Hi-Touch Storage Services for Customer storage requirements in order to take full advantage of failover capabilities. Hi-Touch Cloud Servers – Standard Hardware Options Hosted Solutions offers custom configurations of virtual server hardware, where the following variables are supported to meet Customer requirements and configurations: VM refers to the Virtual Machine CPU refers to the quantity and speed of CPUs installed in the VM RAM refers to the amount of Random Access Memory installed in the VM Disk refers to the quantity and size of storage devices (virtual disks) configured on the server – these are configured on highly available enterprise-class storage arrays RAID refers to the RAID configuration of the storage devices NIC additional virtual network ports are available Ports/Cards IP Addresses quantity of Public IP Addresses required for Server (justification required) Bandwidth Bandwidth usage is measured using a total transfer model. Total bytes transferred is equal to the sum of inbound and outbound data transfer usage measured at the ingress and egress points in the Hosted Solutions network for each billing period. Managed Cloud Firewall Hosted Solutions Cloud Managed Firewall Service provides controlled perimeter access to Customer Equipment hosted in our Cloud Services Infrastructure. Hosted Solutions will supply hardware and software appropriate to the level of service purchased; systems supported for levels of service are described below: Managed Firewall Cloud Services Platform includes:  Stateful filtering  Up to two (2) internal subnets  Fifty (50) policy and configuration changes per month  One hundred (100) Policy Line Maximum  Management and Monitoring of Device 19 HostedSolutions
    • High Availability Cloud Virtualization Service includes built-in failover functionality via VMware High Availability (HA). The failover functionality allows the virtual machines to fail over to other physical servers in the Cloud infrastructure. The system will be configured to automatically restart virtual machines on other physical machines, should a hardware failure occur. Distributed Resource Scheduler Hosted Solutions’ Cloud Virtualization service leverages VMware Distributed Resource Scheduler (DRS) and VMware vMotion to provide dynamic server balancing across multiple physical servers. These capabilities allow VMware to balance the placement of instances on servers dynamically as the server load changes. As computing load characteristics change, individual virtual server instances will dynamically balance themselves across the available physical servers within a failover group across time. Virtual Server Management Hosted Solutions offers Virtual Server management through the Hi-Touch OS Management service. Each virtual server instance requiring management will subsequently require an instance of the Hi-Touch OS Management service. If the Customer chooses not to subscribe to OS Management services, Customer will be responsible for the management of all virtual servers. vCenter Console Management Hosted Solutions installs, configures and manages VMware vCenter to provide full functionality to the Cloud Virtualization infrastructure. Hi-Touch OS Management (Optional) See Hi-TouchSM OS Management for additional details. Hi-Touch Managed Cloud Load Balancer (Optional) See Hi-TouchSM Managed Load Balancing Services for additional details. Hi-Touch Global Load Balancing (Optional) See Hi-TouchSM Managed Load Balancing Services for additional details. Backups (Optional) See Hi-TouchSM Managed Backups for additional details. 20 HostedSolutions