Hosted Solutions Hi-Touch Services Guide

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2 HostedSolutions

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

3 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

4 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.

5 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.


AS, AV, and NIDS/NIPS feature descriptions.

Additional VPN Client Users

6 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.




50 policy and configuration changes per month.

200 policy line maximum.

Available options






Standard Managed Firewall – Juniper Platform (SSG 140)

Stateful filtering.

Full management and monitoring included.

One subnet only.


Up to 350 Mbps throughput.





10 policy and configuration changes per month.

30 policy line maximum.

Available options






7 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.

8 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

9 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.

10 HostedSolutions

Hi-TouchSM Patch Management

Supported Platforms

Windows 2003 / 2008


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



applications (requires that customer has purchased support from OS

vendor)

11 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 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)



12 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

Monitoring & Administration

Monitor network connectivity to

the database server

Monitor that SQL Server services

are running

Monitor disk space

Review SQL Server scheduled jobs

for failures

Review SQL Server and Windows

event logs

Resize database data and

transaction log files as required

Check for database corruption

Create and update database

statistics

Rebuild or defrag indexes

Cycle SQL Server error logs

Baseline / Performance Management

Establish baselines by measuring

performance under various load

conditions.

Collect Windows and SQL Server

counters for analysis and

troubleshooting.

Collect SQL Server traces for

analysis of frequent and long

running queries.

Identify areas for potential

analysis (e.g. SQL query tuning,

index tuning, hardware tuning).

Oracle Administration


Space Management of

Tablespace’s

Free Space

Rollback Segments

Segment’s Extents

Performance Management

Buffer Hit Ratio

Latch Hit Ratio

Wait Statistics

Shared Pool Status

System Events

Inefficient SQL statements

Locks

Tablespace

File I/O

Fault Management

Oracle Archive Status

In-doubt transactions

Listeners

Oracle processes

Oracle Log files

Schema Objects Management

Invalid Objects

Object sizing/Imminent

Extent Failure

Routine Database Exercises

Database Reorganization

Table Reorganization

Index Reorganization

13 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


Monitor network connectivity to

the database server

Monitor that SQL Server services

are running

Monitor disk space

Review SQL Server scheduled jobs

for failures

Review SQL Server and Windows

event logs

Resize database data and

transaction log files as required

Check for database corruption

Create and update database

statistics

Rebuild or defrag indexes

Cycle SQL Server error logs

Baseline / Performance Management

Establish baselines by measuring

performance under various load

conditions.

Collect Windows and SQL Server

counters for analysis and

troubleshooting.

Collect SQL Server traces for

analysis of frequent and long

running queries.

Identify areas for potential

analysis (e.g. SQL query tuning,

index tuning, hardware tuning).

Oracle Administration


Space Management of

Tablespace’s

Free Space

Rollback Segments

Segment’s Extents

Performance Management

Buffer Hit Ratio

Latch Hit Ratio

Wait Statistics

Shared Pool Status

System Events

Inefficient SQL statements

Locks

Tablespace

File I/O

Fault Management

Oracle Archive Status

In-doubt transactions

Listeners

Oracle processes

Oracle Log files

Schema Objects Management

Invalid Objects

Object sizing/Imminent

Extent Failure

Routine Database Exercises

Database Reorganization

Table Reorganization

Index Reorganization

14 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 √

15 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

16 HostedSolutions

Hi-TouchSM Virtualization Services

Supported Host Platforms

VMware Infrastructure

Solaris Container

Supported Guest Platforms

Windows Server 2003 / 2008


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 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)





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

17 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.

18 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.

19 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

Ports/Cards

additional virtual network ports are available

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

20 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.

Business

Hosted Solutions Hi-Touch Services Guide