Title of Service: Private Cloud (Virtual Infrastructure) - part of Shared Infrastructure Services
Status of Document: This document describes the private cloud service offered in August 2018.
- This document sets out the Service Level Description (“SLD”) for the Shared Infrastructure Services (“SIS”, “the Services”) delivered to a customer (“the Customer”) and managed by Oxford University IT Servcies (“ITS”). Shared Infrastructure Services are grouped into the following:
- Computing equipment co-location in the University Shared Data Centre (“USDC”) – “Co-location Services”.
- Network provision within the USDC – “Data Centre Networking”.
- Virtual machine (“VM”) and virtual data centre (“vDC”) provisioning within the SIS virtual infrastructure – “Virtual Infrastructure”.
- Unless otherwise expressed in writing, this SLD will apply to all Services offered to the Customer. The schedules attached will form part of this SLD.
- The ITS Management Committee, or its successor body will review this SLD regularly. Any addition or variation made will be communicated with 90 days notice.
2. Customer Responsibilities
- The Customer will nominate up to three members of its staff, who will be responsible for liaising with ITS concerning the usage of Private Cloud Services. In normal circumstances only these nominated individuals would be expected to contact ITS concerning the Service. The Customer will promptly notify ITS should there be any change to these nominees.
- The Customer must not interfere with aspects of the Services for which ITS is responsible. ITS reserves the right to charge for the time involved in resolving issues caused by members of the Customer's organisation attempting to take any action in regard to the Services that has been defined as the responsibility of ITS.
- All service usage is bound by the University of Oxford‘s “IT Rules and Regulations” and the University’s “Disclaimer of Liability”.
3. Working Hours
- Working Hours are defined as 09:00 to 17:00, Monday to Friday excluding statutory public holidays and the period between 24th December and the 1st January inclusive.
4. Fault Reporting
- If a fault is notified within Working Hours, ITS will commence investigation within one working hour (provided that no similar fault is also being handled by the same group).
- For faults notified outside Working Hours, informal arrangements exist for staff to be called, but no funding is provided to make this a contractual obligation.
- ITS will use reasonable efforts to resolve any notified fault.
- Faults should be reported to ITS via:
- E-mail to email@example.com
- Or telephone to (+44) 1865 612345
- ITS will report significant faults/outages to the itss-announce mailing list and will also attempt to contact Customer contacts via email. The ITSS SMS system may also be used in the event of a major fault.
5. Request Fulfilment
- ITS will use reasonable efforts to respond to any request for the supply of Services within one working day.
- Although no formal availability target is published, the service operates at all times.
- Outside Working Hours, ITS will use reasonable efforts to ensure the Services are available.
- ITS reserves the right to deny Customer access to the Services on reasonable grounds. ITS will endeavour to notify the customer promptly should such a situation arise.
7. Scheduled Maintenance
- ITS will give a minimum of 5 days notice of scheduled maintenance events.
- Emergency maintenance work can be carried out at any time and ITS will attempt to inform Customers of emergency maintenance work at the first available opportunity.
8. Charges and Payments
- Unless otherwise agreed, the customer will be invoiced quarterly (at the end of January, April, July, and October) in arrears for all other charges due. Intra-University payments must be made by journal transfer within the University’s financial system. Other invoices are due for payment within 30 days of the date of the invoice.
- ITS may vary the charges specified with effect from the end of the first 90 days or any date thereafter by giving to the Customer 90 days notice in writing of the new charges.
- The Virtual Infrastructure provides short, medium and long-term rental of computing resources on a shared infrastructure.
- The infrastructure is underpinned with x86 servers and VMware.
- The infrastructure is designed to be resilient to failure at multiple levels and is spread across two sites to mitigate against complete site failure.
- The second site is currently the ITS Data Centre on Banbury Road.
- Resources are available to rent as either an individual virtual machine, or a set of resources (CPU, memory, and storage) to create virtual machines.
- A Standard Virtual Machine has the following resources:
- 1 vCPU (1Ghz)
- 2GB RAM
- 50GB storage
- 1 virtual network interface
- Virtual Data Centres (vDC) are available by request and allow more flexibility by providing a pool of resources out of which virtual machines can be run. Charging for vDCs is calculated by combining multiples of the above until the appropriate level of resources is met.
- All storage is persistent (changes are preserved across restarts of the virtual machine).
- Storage is hosted on an automatically tiered storage system that assigns disk blocks to an appropriate tier of storage based on previous use. This allows frequently accessed blocks to be served from high performance storage and infrequently accessed blocks to be served from lower performance, negating the need to specify a tier of disk storage.
- Network connections to either the Campus Network or the Data Centre Network are supported. Virtual Machines/vDCs cannot be placed on both networks simultaneously.
- Additional CPU, memory and storage can be rented for an additional charge.
- ITS will use reasonable efforts to maintain the virtual infrastructure including all hardware and software licensing of the platform.
10. Customer Responsibilities
- Customers are responsible for the licensing of all software on the virtual machine, including the operating system and any applications.
- Customers are responsible for the management of all software on the virtual machine, including the operating system and any applications.
- Backups of the virtual machine are the responsibility of the customer. The service does not include the backup/recovery of a virtual machine in case of failure either of the virtual instance or the infrastructure itself.
- Customers are responsible for the security of the virtual machine.
- ITS reserves the right to disconnect virtual machines should their continued operation place the operation of other virtual machines at risk, or in other circumstances dictated by the University of Oxford‘s “IT Rules and Regulations”.
- The charges are defined in the price schedule available on the ITS website.
- All charges are monthly or part thereof and will be pro-rata for the first month.