Service Description Workplace Recovery v1

Service Definition Workplace Recovery v1 Service Description Workplace Recovery v1

Workplace Recovery Contents

Service Description 4 Customer Scenarios 7 Planning for the Unexpected 7 De-risking Growth 7 Maintaining Compliance for your Customers and the Market 7

Key Features: Pulsant Workplace Recovery 8 Fully equipped workplace facilities 8 Design and management services 8 Annual testing 8 24 x 7 invocation 9 Standard and bespoke service options 9

Service Dependencies and/or Related Services 9

Management Scope 10 Pulsant Will: 11 The Customer Will: 11 Specific Inclusions and Exclusions 12 Workplace Recovery Chargeable Services 14 Additional Services 14 Service Delivery 14 Service Invocation 15 Testing 16 Security 16 Support Requests 16

Datasheets 18 Workplace Recovery Centres 18 SLA Data - Service 19 SLA Data - Support 19 Standard Availability 19 UK Locations 19

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pulsant.com Service Description Workplace Recovery v1

Service Description

Despite the increasing adoption of public cloud services, and the improvements in technology allowing staff to work remotely or while on the move, effective business operations often still rely on co-workers being located within a single site.

The Pulsant Workplace Recovery (WPR) Service allows an organisation to mitigate the impact of a whole range of business-affecting issues, such as denial of physical access to office locations as a result of fire, flood, or a loss of power or communications links.

Pulsant maintains business continuity suites at eight workplace recovery sites in the north of England and central Scotland, providing fully equipped desktop, network and telephony services.

Through both syndicated and dedicated subscription models, Pulsant’s WPR service provides an essential component of an organisation’s Business Continuity plan delivered under a commercially compelling offer.

Find out how we can help your organisation: call 0845 119 9911 5 pulsant.com Service Description Workplace Recovery v1

Customer Scenarios

Pulsant’s Workplace Recovery can assist in your migration project by providing an assured work space for your staff on a planned basis for the duration of the project.

Find out how we can help your organisation: call 0845 119 9911 Planning for the Unexpected

Disasters never occur when they are expected. Whether fire, flood or other natural disaster, or loss of communications, utilities or other service, all of these can prevent your staff from reaching their place of work for short or, potentially, much longer periods.

Clearly there are benefits in the increasing use of cloud and remote access services for planned business use, however businesses still rely on a core team of staff based in a local, regional, or national office. Should that site be unavailable for short or long periods, the effectiveness of your core team will be reduced unless an alternative can be found quickly. Seeking out new premises at the point of disaster is not an option, and your business effectiveness will be reduced even further while key staff are taken away from their core tasks to source and plan the transition to a new location.

Pulsant’s Workplace Recovery Service provides a solution to just these problems through a pre-agreed location, with full facilities, and a full testing regime in place to ensure that even if the worst happens, your business can concentrate on serving its customers effectively from your alternate location.

De-risking Growth

Unlike the disaster scenarios which are unexpected, growth or change in a business can be planned. Nevertheless, the disruption in migrating staff over any period of time cannot be underestimated. Having an already prepared site for the whole team to operate from while the commissioning of a new site is being completed can mitigate many of the risks in office migration.

Pulsant’s Workplace Recovery can assist in your migration project by providing an assured work space for your staff on a planned basis for the duration of the project.

Maintaining Compliance for your Customers and the Market

When your organisation operates in a highly regulated market with high levels of business continuity compliance required, the ability to continue operation is key. Whether the requirement comes from your own needs, or those of your customers who insist that suppliers meet their standards, the ability to fulfil your obligations becomes mandatory.

While taking on additional offices and splitting your staffing geographically may be an option, it often reduces overall effectiveness. Furthermore the cost of maintaining multiple offices may not be worthwhile in the longer term.

Pulsant’s Workplace Recovery Service meets those requirements through a syndicated commercial model, with low contention ratios and assured geographic separation of subscribers, providing the same outcome in terms of compliance, but at a significantly reduced cost.

7 pulsant.com Service Description Workplace Recovery v1

Key Features: Pulsant’s Workplace Recovery service includes a range of complementary components, providing the following:

Fully equipped workplace facilities Design and The key requirement in any staffed location is the ability to operate as management services closely as possible to “business as usual”. Pulsant’s WPR service provides a fully equipped, ergonomic workstation with a pre-imaged desktop PC, Pulsant’s recovery specialists work with each customer keyboard and mouse. In addition, each WPR suite is serviced with a full to design the service, assist in development of invocation reception facility, welfare facilities such as kitchens and shower facilities, procedures, and agree the protocols required in the and secured parking with dedicated entrance and reception facilities. In terms customer’s identified scenarios. As part of the service, of communicating with the organisation’s customers, the service provides full the approach is validated fully prior to commencement DDI redirect into Pulsant’s telephony platform, with a VoIP handset provided of service, with Pulsant’s teams also providing ongoing on every desk. Finally, in order to assure access to customers, suppliers and core support for periodic testing. IT systems, the service provides a segregated local area network with onward resilient telecommunications over the Internet to external parties and systems. Annual testing

While it is important to ensure that an alternative operating Standard and bespoke service options location is available to an organisation in case of disaster In order to minimise the commercial impact of services such as WPR, or denial of access, it is absolutely essential to verify the Pulsant operates its service as standard on a syndicated model, whereby ability to transition quickly, and as seamlessly as possible, customers “share” each reserved seat based upon geographic separation from normal operation into business continuity operation. and a maximum subscription ratio. Where customers’ operations are critical, Whether for a subset of users or for a full customer test, and no contention of the reserved seat is desirable or operationally acceptable, our specialists will support the annual testing regime we can tailor the solution through the reservation of seats on a dedicated and, through observation, advise of any remediation basis. Further bespoke tailoring of the service is also possible, from dedicated recommendations to ensure that invocation plans and telecommunications, through to IT equipment colocation, hosting of call centre the WPR configuration remains fit for purpose. and dedicated telephony platforms, and holding of multiple workstation images. As a provider of the full spectrum of IT services Pulsant is able to enhance the core WPR offering to match customer requirements precisely.

Find out how we can help your organisation: call 0845 119 9911 24x7 invocation

Disasters can strike at any time. Pulsant’s service may be invoked at any time on a 24 x 7 basis. We will respond quickly and our SLA for invocation is just four hours, ensuring that disruption to business operations is minimised as far as possible.

Service Dependencies and/or Related Services

Pulsant services are designed to be both flexible and modular in order to promote tailored solutions which directly meet customer requirements. As part of a Pulsant solution several services may be related or even dependent on one another to achieve the customer’s desired outcome. Where solutions are created to meet a specific purpose it is essential that all scenarios are considered relating to failure conditions of each service so that other services which may be dependent continue to function.

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Management Scope

An agreed number Inherently with any managed service, a degree of desks and seats in of diagnostic service is required in order to the selected Pulsant identify whether an observed issue is a hardware, software or configuration issue or a symptom workplace recovery of an issue elsewhere within the wider solution. centre will be reserved This requirement has a potentially unlimited scope where estates are mixed for the customer’s between Pulsant managed and customer managed components. As such, the scope of any efforts related to diagnosis of a suspected Pulsant managed use when the serviced service issue is strictly limited to functionality that is entirely contained within is invoked. the Pulsant managed service. That is, if an issue is identified in a managed solution Pulsant will only provide end-to-end diagnostics if, for example, the connectivity, hardware and software is entirely Pulsant managed. If elements of the solution identified to be a dependency of the service in question are not managed by Pulsant, diagnostic efforts will halt at Pulsant providing reasonable proof that an issue exists within a customer managed component.

Find out how we can help your organisation: call 0845 119 9911 Pulsant will: Customer will:

• Provide a 24x7x365 point of contact for our customers. • Supply Pulsant with an organisation-specific • Record and respond to requested WPR tests. desktop image. • Record and respond to requested WPR customer invocations. • Update their bespoke PC image at least once annually to ensure all applications are correctly • Provide initial technical support and advice. licensed and are compliant with business needs. • Communicate and coordinate changes which directly impact • Agree in advance with Pulsant any additional the WPR service. software that will be installed on the PC while • Provide incident, problem and change management. the customer is in the WRC. • Provide call-out coordination. • Provide a list of designated directors and • Provide break/fix services for incidents. personnel responsible for liaising with Pulsant. • Undertake customer implementation and change. • Provide a list of designated persons who may • Provide major incident management. invoke the service. • Provide service continuity management. • Inform the facility manager of all staff expected to use the facility prior to testing. • Store a customer supplied desktop image within the WRC from which it will be deployed to the workstations on WPR • Adhere to all reasonable instructions regarding invocation or testing. the use of the WRC, i.e. health and safety, fire regulations, etc. • Store a backup of the customer supplied desktop image off site. • Make arrangements for all software/data and • Limit the number of subscribers to the facility to 20:1. any other information to be copied or removed • Accept no two customers at the primary WRC whose main from the systems such that it may be returned places of business are located within 150 metres geographically to a standard state after the customer has left (as the crow flies) of each other. the facility. • Use all reasonable endeavours to accommodate the customer • Recognise that occupancy of the suite at the WRC; where the customer cannot be accommodated, is a temporary arrangement. Pulsant shall use all reasonable endeavours to make alternative • Control access to car parking. facilities available. • Keep Pulsant abreast of internal staff changes • Provide the nominated customer contact with appropriate which impact the master authorisation list for documentation detailing procedures for use of the service upon invocations and test arrangements or storage execution of the agreement. box access. • Ensure that the facilities meet the minimum specification detailed • Test a minimum of once annually to ensure in the service description. the invocation process is fit for their purposes • Provide the services using all due skill and care. and the designed solution is appropriate to • Allocate sufficient resource to the services to enable Pulsant their needs. to comply with its obligations under the agreement. • Cooperate with the customer in all matters relating to the services. • Ensure that any software provided by Pulsant is virus free and appropriately licensed.

11 pulsant.com Service Description Workplace Recovery v1

Management Scope Specific Inclusions & Exclusions Pulsant Workplace Recovery includes the following:

Workspace

The business continuity suite at the workplace recovery centre Each PC will have at least the following is provided by Pulsant for use by each customer in the event of minimum specification: a declared disaster or disruption at their own premises. The suites are available for use by the customer on a 24x7 basis upon invocation, • 2.0 GHz core 2 duo processor. if required. Standard support is provided during the hours • 4 GB RAM. of 9:00–17:00 Monday to Friday, excluding UK public holidays. • 160 GB hard drive. An agreed number of desks and seats in the selected Pulsant • DVD-RW drive. workplace recovery centre will be reserved for the customer’s use when the serviced is invoked. • Keyboard. • Mouse. The workplace recovery centre includes the following: • 19” widescreen monitor. • Standard office desk and chair for each user. It is the customer’s responsibility to keep their • Telephone and DDI service for each user. desktop image up to date and supply Pulsant • Desktop PC, screen, mouse and keyboard for each user. with a refreshed copy as required. It is also the • Access to a shared multifunction print, scan, photocopy customer’s responsibility to ensure that any and fax facility. software applications included in the image are appropriately licensed, and that appropriate • Internet connectivity. security (anti-virus software, etc.) is included. • Access to kitchen and toilet facilities. • Access to meeting room facilities. Any other requirements may be included through agreement between Pulsant and the • “Battlebox” for on-site storage of the customer’s documents. customer and will be defined in writing in the If any Pulsant equipment or any aspect of the service at the WRC service agreement. fails during occupation by the customer, then alternative equipment or services of the same type, quality and standard will be supplied by Pulsant within two (2) hours of the failure.

Find out how we can help your organisation: call 0845 119 9911 Networking and Telephony

• LAN network connection for each workstation. • 10 Mbps bandwidth for each contract as standard; additional bandwidth can be provisioned at additional cost. • VoIP telephones, with non-geographic number (NGN)redirection to direct dial in (DDI), with basic automatic call distributor (ACD) functionality.

Services

• One test day per annum for business continuity rehearsal tests. • Four-hour SLA on invocation. • Seats sold at no more than a 20:1 contention ratio; based on geographical spread, to ensure no customer shares a seat with another contracted customer within a set exclusion zone. • 150m exclusion zone as standard; extended exclusion zones can be provided at additional cost.

Options

The following options are available at additional cost: • Dedicated WPR facilities, with guaranteed access to facilities and enhanced invocation SLA. • Supply of a standard desktop OS image. This usually consists of the OS only, with no applications, anti-virus software, etc. The customer will then be responsible for installing all required software applications on top of this OS. For this reason, Pulsant strongly suggests that the customer provides their own image with all required applications. • VPN connectivity (via Pulsant Check Point firewalls, to any customer-managed device). • Advanced telephony options, e.g. enhanced ACD and call recording. • Additional reserved bandwidth, or bandwidth available at time of test (ATOT) and at time of disaster (ATOD), up to the site maximum of 100 Mbps or 1Gbps (depending on site). • Fixed, dedicated telecommunications. • Colocation of additional customer devices — routers, switches, firewalls, telephony systems and servers. • Extended exclusion zones to reduce the risk of simultaneous invocation with another nearby business. • Additional test days per annum.

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Workplace Recovery Additional Services Service Delivery Chargeable Services Pulsant offers a range of additional IT Pulsant’s workplace recovery solutions services to complement the workplace are provided from our eight workplace The Pulsant WPR team is able to recovery solution. These include:- recovery centres (WRC) in the north provide additional assistance with of England and central Scotland. technical issues and problems relating • Pulsant hosted or co-located Seating layout design within the to WPR-dependent infrastructure and services. WRC is discussed and agreed with services not under a current Pulsant • High availability monitored the customer and documented as support contract. These additional network services. part of the initial commissioning and chargeable services can include, but subsequent testing lifecycle. This • Online backup services. are not limited to: seating plan is then used at time of test • High availability server DR services. (ATOT) and becomes the seating plan • Changes to infrastructure. • Microsoft server consultancy. used at time of disaster (ATOD). • Building, configuring or adding • VPN tunnel connections and new images or applications. firewall services. • Adding, removing or updating • Structured cabling — Fibre and VLANs or DHCP scopes. Copper Cat 5 (e) and Cat 6. • Changes to IVR recordings or welcome messages. • Changes to VPN tunnel peer IP addresses.

Find out how we can help your organisation: call 0845 119 9911 Management Scope

Service What constitutes an invocation? Invocation A telephone call from the customer to the 24x7 emergency telephone number constitutes an invocation by the customer. The telephone number will be provided on execution of the agreement, as A request from the customer to Pulsant part of the welcome plan. This process is protected by a pre-arranged security code to identify the to make use of the workplace recovery customer, ensuring that only authorised customer centre under the terms of the WPR service personnel can invoke the service. Customers must provide Pulsant with a list of authorised personnel agreement is known as an “invocation”. and must keep Pulsant abreast of internal staff changes which impact the authorised personnel list. This will trigger Pulsant to supply the WRC seats and associated services that the service agreement specifies will be reserved by the customer for use “at time of disaster” (ATOD). Are all invocations

Invocation must be by telephone call from an authorised member equally valid? of the customer’s staff to the 24x7 emergency telephone number supplied by Pulsant. This call must include a pre-agreed security code to identify Yes, all customer invocations are equally valid the customer. to Pulsant, and we will use best endeavours to accommodate all invocations on a first-come Invocation will be executed as per the Pulsant invocation plan for the first- served basis. If the WRC is already in use customer. This plan will be developed during the service set-up process Pulsant will, if possible, modify it to accommodate and refined during testing, with the details then securely stored on the the necessary number of new seats, or offer the Pulsant network. nearest alternative workplace recovery centre.

Each invocation is for a maximum 12-week service period. To extend the service period beyond this requires two weeks’ notice and an additional What is the highest charge will be levied. priority invocation?

Unless a dedicated WPR service, no one customer Pulsant’s workplace recovery has priority over another. In the unlikely event that solutions are provided from our simultaneous disasters affect multiple customers, the customers will be provided with a WRC on a eight workplace recovery centres first-come, first-served basis. (WRC) in the north of England and central Scotland.

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Management Scope Support

Support Requests

Pulsant will provide support to the customer’s staff in the WRC to the level agreed in the service contact. The WRC support staff may be able to provide support over and above that specified in the contract, potentially through engagement with other specialist teams within Pulsant, but such services may incur additional cost.

WPR service or support requests are processed in the following manner:

• By the Pulsant Service Desk, which will electronically record all relevant information and provide a unique case number, following Pulsant’s standard support engagement process. • By direct WPR team engagements with Pulsant customers,partners or vendors through our ticketing system. • By contract engagements driven by the Pulsant sales team.

Find out how we can help your organisation: call 0845 119 9911 Security Testing

Pulsant is responsible for the physical security of Pulsant The customer is entitled to use the workplace office and WPR suite locations, and for existing fixtures recovery centre for the purposes of testing the and fittings, excluding any belonging to the customer. processes, procedures and technology to be used in the event of an invocation. All services to be It is the customer’s responsibility to install any anti-virus made available ATOD will also be made available at or other security software that they choose on their time of test (ATOT). imaged PCs. Pulsant do not supply or install additional software by default. The customer will be allocated one test day per annum under the standard terms of the service To ensure privacy and security, all desktop PCs are agreement. No invocation fee will be charged for sanitised to remove any remaining data that a customer this test. The test must be carried out in normal may have left on departure. Each PC goes through a hard business hours, i.e. 09:00–17:00 Monday to Friday, drive scrub where random data is written to the drive so excluding UK public holidays. Tests during the that future users of the PC cannot recover any of the data. evening, weekends, or bank holidays are possible The scrub sequence we employ is compliant with the but will incur additional cost. industry standard for the sanitisation of drives: National Nuclear Security Administration Policy Letter: NAP-14.x, Further tests, beyond the one day per annum “Clearing, Sanitizing, and Destroying Information System allowed by the standard service agreement, are Storage Media, Memory Devices, and other Related possible but will be charged for. Hardware”. Tests must be booked at least six weeks in Customers connecting to the Internet through the Pulsant advance (two months in advance for weekends Internet connection are protected by a firewall. This and bank holidays) and are subject to availability firewall is an IP Tables based system running on Linux. of the WPR facilities. As with any standard Internet connection, data is not encrypted unless encryption occurs at the application Cancellation of a test should be no later than one level. Customers are permitted to run VPN software week before the agreed test date. The customer on the desktop PCs to establish secure connections to may arrange an alternative test at no additional external sites, or make use of HTTPS web sites to encrypt charge, provided the required cancellation notice data traversing the Pulsant network. has been given.

Personnel security arrangements are to be agreed with the facility manager prior to testing and invocation. A Each PC goes through full list of staff who will be permitted to enter the facility a hard drive scrub where during testing or invocation is required in advance. Access to the centre may be denied to anyone who is random data is written not pre-screened. A form of photographic identification (e.g. passport) may be requested. Staff who are included to the drive so that future on the authorised personnel list may sign in other staff members with the facility manager. users of the PC cannot recover any of the data.

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Datasheets Workplace Recovery Centres Pulsant have eight dedicated workplace recovery centres (WRC), listed in the following table.

Site Capacity Address

Trident House 65 Seats Trident House, 175 Renfrew Road, Paisley, PA3 4EF Glasgow South

Springburn DC 136 Seats Cowlairs Industrial Estate, 24 Finlas Street, Glasgow, G22 5DT Glasgow North

Sirius House 200 Seats The Clocktower, Flassches Yard, South Gyle Crescent, Edinburgh, EH12 9LB Edinburgh

Onyx House 260 Seats Queensway South, Team Valley, , NE11 0SD Team Valley Gateshead

Onyx House 9 Cheltenham Road, Portrack Interchange Business Park, 100 Seats Stockton-on-Tees, TS18 2AD Stockton

Sheffield 250 Seats Unit 1, Pioneer Close, Wath-upon-Dearne, Rotherham, S63 7JZ Rotherham

North Tyneside Unit 2, New Way, New York Industrial Park, 50 Seats , NE27 0QF Silverlink Newcastle East DC

BIC Business Innovation Centre, 1 Victory Way, Doxford 50 Seats International Business Park, Sunderland, SR3 3XL Sunderland

Find out how we can help your organisation: call 0845 119 9911 SLA Data - Service

Event Type Service Hours Response Time

Invocation SLA The time between the customer invoking the service and the WRC becoming available. 4 hours

Invocation Availability The hours during which the service may be invoked. 24x7

WRC Availability The hours during which the WRC suite availability is guaranteed. 24x7

The time taken to replace any Pulsant equipment at the WRC that fails during Equipment SLA 2 hours occupation by the customer. The period for which the customer shall be guaranteed occupation of the WRC Service Period 12 weeks after invocation.

SLA Data - Support

Event Type Service Hours Response Time

24/7/365 Critical Within 15 minutes (Issue must be notified by telephone)

24/7/365 Service Affecting Within 30 minutes (Issue must be notified by telephone)

Routine Business hours Within 30 minutes measured during business hours

Standard Availability

Current Future Not available End of Life UK Locations  Availability  Availability  as standard

Glasgow Glasgow Newcastle Edinburgh Gateshead Stockton Rotherham Sunderland South North East

Syndicated WRC

Dedicated WRC *** *** *** *** *** *** *** ***

***Subject to Availability

19 pulsant.com Notice

This document and the information it contains is proprietary and remains the property of Pulsant Ltd. The document may not be reproduced or the contents transmitted externally without the express consent of Pulsant Ltd.

In the absence of any specific provision, this document has consultative status only. It does not constitute a contract between Pulsant and any other party. While making every effort to ensure the accuracy and potential interpretation of the content, Pulsant does not accept liability for the contents of the document.

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