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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.