SoftLayer Fundamentals Flex and on Dema 1283770

© 2014 IBM Corporation

SoftLayer Fundamentals Flexible and on demand – Understanding SoftLayer Managed Services

© Copyright IBM Corp. 2014. All rights reserved.

Course materials may not be reproduced in whole or in part without the prior written permission of IBM.

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Meet your speakers Jody Cefola is the SoftLayer Channels Integration leader focused on

partner enablement from IBM. Jody had 10 years in channel development

and execution working with all types of partners and international

experience with channel execution in Europe and Asia Pacific.

Jeff Klink is a senior technical staff member (STSM) with IBM Canada. For the

past 10 years, Jeff has focused on large-scale solution design and practice

with a primary focus on software as a service for solution vendors and

managed service providers. Currently, Jeff serves as the worldwide lead for

the IBM Global Cloud Ecosystem architecture team, which evangelizes and

solutions on top of the SoftLayer and SCE+ infrastructure as a service

platforms.

Vinayak Harnoor is a Technical Architect with the IBM Global Technology

Services (GTS) Global Cloud Ecosystem team. Vinayak has over 18 years of

experience with Infrastructure and application performance monitoring

technologies and came to IBM in 2012 with the Tealeaf acquisition. He has a

bachelor’s degree in Computer Engineering from Nagpur University, India,

and a Masters Certificate in Project Leadership and Service Design from

Cornell University, Ithaca, NY.

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SoftLayer Fundamentals is a series of technical webinars to

provide knowledge on the capabilities to help build solutions

Webinar

Date Topic # Topic

February 25 1 Changing the landscape, not the definition - SoftLayer overview

February 27 2 One size does not fit all – Defining the SoftLayer cloud architecture

March 4 3 Connecting to the cloud – SoftLayer network options, part 1


March 11 5 Keep safe – Securing your virtual instances

March 13 6 Storing your data – Understanding SoftLayer storage options

March 18 7 Flexible and on demand – Understanding SoftLayer managed services

March 20 8 You can’t manage what you don’t monitor – SoftLayer management and

monitoring

March 25 9 Evaluating cloud providers - Leveraging SoftLayer differentiators

For general SoftLayer overview presentations

Lance Crosby, SoftLayer CEO, main tent at IBM PWLC: http://www.youtube.com/watch?v=t9h2cXwcUvA

Grow your cloud business - leveraging the IBM acquisition of SoftLayer:

https://engage.vevent.com/rt/ibm~1017?token=NTU2MTY1MjY0MDAxMjExMDgxN0NIRUNLX0RBVEVfQU5EX0VOVFJJ

RVNfQ09VTlQ

4

http://www.youtube.com/watch?v=t9h2cXwcUvA

https://engage.vevent.com/rt/ibm~1017?token=NTU2MTY1MjY0MDAxMjExMDgxN0NIRUNLX0RBVEVfQU5EX0VOVFJJRVNfQ09VTlQ

https://engage.vevent.com/rt/ibm~1017?token=NTU2MTY1MjY0MDAxMjExMDgxN0NIRUNLX0RBVEVfQU5EX0VOVFJJRVNfQ09VTlQ

© 2014 IBM Corporation © Copyright IBM Corp. 2014. All rights reserved.

Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 5

Your cloud strategy is your business strategy

Pacesetters use cloud to surface insights from data. They reimagine business

models, make better decisions and serve customers in new ways to create winning

business outcomes.

With so much at stake, you don't want just any cloud…

Source: IBM Center for Applied Insights Under cloud cover: How leaders are accelerating competitive differentiation that surveyed

802 cloud decision makers and users, spanning 13 countries and 24 industries.

2x the revenue growth

Almost

2.5x higher gross profit

growth than peers

Nearly



Tap into SoftLayer. Leverage significant investment to build

skills starting with SoftLayer Fundamentals

7.6 Revenue growth for Business Partners who have embraced

cloud2 7.6 2.5X

7.6 of CIO’s who are reengineering IT plan to look for outside

help – new skills, tools and capabilites3 7.6 66%

Sources: 1. Forrester Research, Cloud Channel Trends, 2013 to 2014, February 2013, 2. IDC: Worldwide channel and alliances 2013 top 10 predictions, January 2013,3. IBM CIO

study, 2011,

7.6 value for service channel partners has become technical

training1

7.6 #1



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Upon completion of this webinar, you should be able to:

• Review how SoftLayer backs up data

• Evaluate SoftLayer data recovery solutions

• Determine the difference between managed services

and self service

• Discuss the terms of SoftLayer SLAs and SLOs

Understanding SoftLayer Managed Services



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In this topic, you will learn about

• Backing up your data

• Recovering your data in the event of a disaster

Backing up data and disaster recovery solutions



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Backing up data and disaster recovery solutions

• Automated backup and recovery solutions.

• Wide range of storage options.

• Data can be stored in data centers across

the globe making it disaster recovery

efficient.

• All backups and restores happens over a

high speed, secure private network.

• Private network bandwidth is unmetered

and at no cost to the customer.



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Backing up data and disaster recovery solutions (cont.)

• EVault

‒ GUI based interface for backups and

restores.

‒ Hourly, daily, weekly, and custom

schedules.

‒ Full systems, specific directories or

even individual files are backed up.

‒ Individual software agents available

that enable EVault to target more

specific data in Exchange,

SQLServer, SharePoint, MS

Clusters, and Oracle servers.



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• Idera

‒ Proprietary management system to

interact with Idera continuous data

protection (CDP)

‒ Provides high-performance disk-to-

disk server backup

‒ Multi-platform support for physical

and virtual servers; includes

databases such as MS SQL and My

SQL.



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• Object Storage is ideal for managing

large unstructured data sets including

virtual machine images, photos and

email etc…

• File Transfer Protocol (FTP) and

network attached storage (NAS)

provide fast, reliable, and cost-effective

storage for maximum data retention

and storage.



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• Storage area network (SAN)

– Replications of iSCSI volumes can

be sent to another SoftLayer data

center in the US, Asia, or Europe for

painless disaster recovery.

– Point-in-time snapshots of iSCSI

volumes can be scheduled, stored

locally or remotely, and later

accessed for data recovery or

current data comparison.



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• Disaster recovery capabilities

– Single and multiple data center back

up options.

– Geographic diverse DNS routing.

– Replication snapshots and mass

network storage



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In this topic, you will learn about

• SoftLayer Managed Services

• Core components of Managed Services

• Exclusions

• Support team




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• Managed environment provisioned

within one business day.

• Managed and self-managed

environments are integrated.

• Monthly contracts with no long term

commitments like other cloud

providers.

• Real-time insight into managed

environment with executive

dashboards.

• Pricing per server (virtual or physical)

includes all core services that come

with managed services offering.



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Understanding SoftLayer Managed Services (cont.)

• Backup

– Current backup plan assessment,

identify backup goals and provide

backup and recovery plans.

– Disk-to-disk backup and offsite

backups.

– Backup usage reports and alerts are

provided to facilitate planning for

additional capacity.

• Storage

– Current storage strategy assessment

to identify storage capabilities, needs,

and projected requirements.

– Customized storage plans are defined

with options including high-availability.

– Storage utilization, storage

performance, and data replication are

monitored.



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• Security

– Current threat levels identified and

customized security plan created

using best practices.

– Security system and plan is kept up

to date.

– Monthly OS patching, vulnerability

scanning, monthly checks and

updates are performed.

– Server hardening based on

referenced by CIS and Microsoft

Internet Security best practices.



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• Monitoring

– Customized monitoring and

escalation plans are created.

– 24x7 monitoring based on industry

practices.

– Availability, Fault and Performance

monitoring of entire infrastructure,

including self-managed environments.

– Ticket-based alerts.

– Dedicated experts are first line of

defense.



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• Database

– Senior Certified MSSQL and MySQL

DBAs are assigned to accounts.

• They understand your current

implementation and provide

database consultation, not just

DBA activities.

• Specific database monitoring,

reporting, backup and recovery

processes are provided.



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• Change management

– Customer specific run-books to

ensure SoftLayer team and customer

are in sync.

– Change managed procedures are

documented including escalation,

policies, and notification procedures.

– Impact assessment for system

changes.



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• Technical Account Manager (TAM)

– Enterprise account management

experience.

– In-depth understanding of customer’s

business objective.

• Senior systems engineer

– MCSE, MCITP, RHCE certifications

• Senior database administrator

– MCDBA, MCITP and MySQL certifications

– Expert-level understanding of

• HA configurations of databases

• Disaster recovery solutions

• Database optimization and

• Database security



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• In-scope

– Virtual instances, dedicated and bare metal

servers

– Mandatory hardware firewall protection

– Check for running jobs/services and provide

restart services

– VPN configuration services for Fortigate

Firewalls at additional charge

• Exclusions

– Vyatta virtual router

– No grant of windows control panel to

customers

– Patching of customer applications and

middleware

– Writing code, customer OS images,

regulated environments



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In this topic, you will learn about SoftLayer’s Service

Level Agreements (SLAs) and Service Level

Offerings (SLOs).

Working with SoftLayer SLAs and SLOs



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• The Master Service Agreement (MSA) is the primary legal document that outlines the responsibilities of both the customer and SoftLayer. It contains Terms of Service, Service Level Agreement, Acceptable Use Policy, and so on. The MSA is used for unmanaged hosting environments.

• SoftLayer commitments:

Public Network: SoftLayer will use commercially

reasonable efforts to provide a service level of 100% for

the Public Network.

Private Network: SoftLayer will use commercially

reasonable efforts to meet the service level of 100% for

the Private Network.

Customer Portal: SoftLayer will use commercially

reasonable efforts to meet the service level of 100% for

access to the Customer Portal.

Redundant Infrastructure: SoftLayer will use

commercially reasonable efforts to meet the service

level of 100% for access to the power and HVAC

services provided to Customers.

Working with SoftLayer SLAs and SLOs



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• When SLA credits are issued

30 continuous minute period of Qualifying Outage Minutes for a Service in a Measurement Period, SoftLayer shall provide a SLA Credit of 5% of the fees for the relevant Service, which was subject to the Loss of Service during the Measurement Period.

The Customer cannot combine alleged Claimed Outages for different Services (such as Public Network and Private Network) to meet this calculation.

• How SLA credits are issued

SoftLayer has an approved process in place for customers to receive SLA credits.

In order to claim a credit the customer shall follow the Approved Procedure within seven (7) days of the end of the Claimed Outage.

Credits are based on a per-resource basis and are applied against future service charges.

• Who is not eligible for SLA credits

SLA credit does not apply to customers that are not current on payment when the outage occurred.

Customers who have not paid their fees when due for the Services three or more times in the previous twelve calendar months.

Working with SoftLayer SLAs and SLOs (cont.)



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• Maintenance windows

Known or scheduled time period during which maintenance is performed on SoftLayer managed components.

Maintenance window postings are done through email, RSS feed, Twitter feed, API, or within portal.

SoftLayer maintenance is scheduled 72 hours in advance and during off peak hours.

Customer maintenance is scheduled in advance with the customer.

SoftLayer reserves the right to emergency windows.

Time and window are excluded from MSA and Managed Hosting MSA.




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• Unmanaged Hosting SLA

Replaces failed hardware in 2 hours or less after notification, using “commercially reasonable effort.”

Upgrades hardware in 2 hours or less after scheduled start time.

Credit given if 2 hours exceeded (20% every 4 hours).

Excludes reload of OS and applications.

• Managed Hosting SLA (available for customers who consume at least $2,500 per month of SoftLayer Services; selected OSs/Software)

SoftLayer’s certified engineering and support team is assigned, helping design the deployment and regularly reviewing the Customer’s infrastructure performance and health.

Failed hardware repair or replacement will begin within one hour of ticket initiation.

SoftLayer live support will be available 24 x 7.

Monitoring alert response within 15 minutes of ticket initiation.

Ticket responsiveness: Customer questions posted in tickets will be acknowledged within one hour.




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• Service Level Objective

1 to 4 hours for dedicated and bare metal servers.

5 to 15 minutes for virtual cloud instances.

2 hours or less for dedicated hardware replacements (excludes reload of OS and applications).




? ?

Questions



Leading Edge

Trusted

Completely Free

Recommended actions

Sign up for a free 1 month trial account:

http://www.softlayer.com/info/free-

cloud/skills100

Within 60 days, register as a SoftLayer

partner with a viable SL opportunity (time

frame, workload, configuration) at:

http://www.softlayer.com/partners/ibm-

partners

http://www.softlayer.com/info/free-cloud

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http://www.softlayer.com/partners/ibm-partners





Attend other SoftLayer Fundamentals webinars or download

the replay and materials at your convenience

Please remember to download the glossary of terms

Webinar

Date Topic # Topic

February 25 1 Changing the landscape, not the definition - SoftLayer overview

February 27 2 One size does not fit all – Defining the SoftLayer cloud architecture



March 11 5 Keep safe – Securing your virtual instances

March 13 6 Storing your data – Understanding SoftLayer storage options

March 18 7 Flexible and on demand – Understanding SoftLayer managed services

March 20 8 You can’t manage what you don’t monitor – SoftLayer management and

monitoring

March 25 9 Evaluating cloud providers - Leveraging SoftLayer differentiators

34

Documents

SoftLayer Fundamentals Flex and on Dema 1283770