Disaster Recovery Program For companies running the Ross Enterprise

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Disaster Recovery Program For companies running the Ross Enterprise Powered By Docstoc
					Disaster Recovery Program
For companies running the Ross Enterprise ERP

Made available from Technology and Solution Partners:
Software Works, Rackspace Hosting and CDC Software




                  MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

           Availability and Disaster Recovery Services from the
           Managed IT Administration (MITA) Services of SWI
                                                                                             MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!




                                                                         Table of Contents

INTRODUCTION ..................................................................................................................................................... 3
PARTNERS .............................................................................................................................................................. 3
BUSINESS CONTINUITY OPTIONS ........................................................................................................................... 4
   HOSTED WARM STANDBY READINESS.................................................................................................................................4
MANAGED HOSTING PLATFORM ........................................................................................................................... 5
   HOSTED INFRASTRUCTURE CONFIGURATION ........................................................................................................................5
   MANAGED ROSS ERP RECOVERY SERVICES..........................................................................................................................5
SUBSCRIPTION PRICING ......................................................................................................................................... 6
   PRICING COMPONENTS: ...................................................................................................................................................6
   TERMS..........................................................................................................................................................................6
   MAJOR VERSION UPDATE SERVICE FEES ..............................................................................................................................6
SERVICE LEVEL AGREEMENT .................................................................................................................................. 7
   SLA GUARANTEES: .........................................................................................................................................................7
PROGRAM DISASTER RECOVER SERVICE PROFESSIONALS...................................................................................... 8
   AVAILABILITY AND DISASTER RECOVERY SERVICE PROFESSIONALS.............................................................................................8
   HOSTING AND MANAGED SERVICES PROFESSIONALS FROM RACKSPACE HOSTING .......................................................................8
SYNCHRONIZATION ............................................................................................................................................... 9
ROSS ERP APPLICATION LICENSE KEY ..................................................................................................................... 9
PROGRAM LIMITATIONS ........................................................................................................................................ 9
SUMMARY ............................................................................................................................................................. 9




      DISASTER RECOVERY SERVICES                                                                                                                    Page 2 of 9
                                                        MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Introduction
We know that really only a handful of companies today actually have a tested disaster recovery plan.
Some have partial plans where they recover some of their environments; some have a plan that allows
them to recover within some number of days, or even worse weeks. Companies ready for disaster are
those that survive because they understand the real cost of not having a first rate Disaster Recovery plan
is company extinction.
With so many companies having no plan or a very risky plan with little to no ability to test the plan three
companies have come together to offer Disaster Recovery Services. Software Works, Inc. along with
Rackspace Hosting and CDC Software have teamed together to offer a highly effective and cost conducive
offer for minimal downtime and high availability in the event of disaster. With a strong hosted
infrastructure and highly experience ERP application engineers you can be assured when disaster strikes
your Ross Enterprise ERP application will be available and ready to carry on business.
The best disaster recovery plan of today fully leverages technology for your entire ERP production
environment fully replicated and kept up to date for a fast recovery timetable. When your Data Center is
catastrophically destroyed our Disaster Recovery Services are critical to get your business recovered and
up and running quickly to avoid the cost of downtime that grows every minute.
To offer Disaster Recovery Services at an attractive price takes the combination of partners that offer
extensive technical services experience with virtualization technologies along with database management
services and extensive Ross ERP Application configuration experience. With the experience and
technology we are now able to offer full disaster recovery standby environments that are fast to get
online and at a fraction of the cost from just a few years ago.
Customers not current with Ross ERP maintenance this recovery can include your database and server.
For those on maintenance this requires a FREE temporary license from Ross Systems. However it might
be worth mentioning that if you haven’t seen the new Ross ERP application then give us a chance to show
you what you’re missing now! This new Ross ERP version 6.3 SP5 isn’t your old iRenaissance application
anymore.


Partners
All of the partners delivering services to this effort are Certified Microsoft Partners and the SWI Managed
IT Administration Team carries certifications in both MS SQLserver and Oracle. This Disaster Recover
Service is offered and managed by Software Works, Inc. and Rackspace Hosting with the endorsement and
support of CDC Software.
Our partners have taken numerous steps to mitigate many of the risks associated with maintaining
maximum application and application availability. The data-centers and network infrastructure are
constructed specifically to reduce risks associated with power failures, equipment failures, network
outages, and many other common problems. IN addition, the standby Ross ERP application software and
database is monitored for change and are automatically synchronized to assure application and
transaction consistency. These risks mitigation efforts are there to ensure your IT Operations will be there
in times of disaster.




DISASTER RECOVERY SERVICES                                                                  Page 3 of 9
                                                              MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Business Continuity Options
Developing a strategy to ensure that your operations continue despite a disaster is a critical part in the IT
Planning Process. Typical business continuity options that are available are as follows:

 Type & Description                      Ideal for           Pros                      Cons                    Recovery
                                                                                                               Objective

 Hot Standby:                            Mission-Critical    Almost instant            Long setup process,     10 seconds
                                         applications.       failover, full data       high cost, high         to 2
 Data is synchronized automatically
                                         High business       integrity, little to no   administration burden   minutes
 on a secondary cluster and is
                                         impact activities   impact to business
 transactionally consistent. Second
                                                             operations
 site brought up if the primary fails.

 Warm Standby:                           Mission-Critical    Fast failover, little     Long setup process,     From 30
                                         applications,       data loss, small-to-      medium-to-high cost,    minutes to
 Transaction and application changes
                                         medium-to-high      medium impact to          medium                  60
 are copied to the hosted standby
                                         business impact     business                  administration          minutes:
 server on a high frequency and are
                                         activities.         operations,               burden.
 applied manually periodically.                                                                                Target
                                                             guaranteed target
 Minimal database updates are                                                                                  Recovery
                                                             recovery time.
 applied and recovery is complete.                                                                             Time: 1 hr

 Cold Standby:                           Non-Mission         Low initial cost;         Unpredictable recover   4 hours to
                                         Critical            guaranteed                time, tedious           2 days.
 Typically seen in customer
                                         applications;       equipment                 restoration,
 sponsored plans. Equipment is
                                         low business        availability              potentially large
 available reserved for customer’s
                                         impact activities                             impact to business
 use in case of disaster
                                                                                       operations.

 Offsite Data Backup Storage:            Non-Mission         Flexible,                 Recovery time can be    18 hours to
                                         Critical            inexpensive, secure       very long, must first   8 days
 Data is backed up onto media and
                                         applications,                                 configure application
 media is stored in secure, offsite
                                         very low                                      environment, then
 location.
                                         business impact                               restore data; very
                                         activities.                                   large impact on
                                                                                       business operations


Hosted Warm Standby Readiness
The disaster recovery strategy that we are offering in this proposal for your mission critical ERP
application is WARM STANDBY. This strategy minimizes costs significantly from the optimal Hot Standby
option but still provides for fast failover with very little to no data loss. This strategy provides a fully
secure state of readiness that can be easily executed for verification. We believe anything less would a
mishandling of your confidence and expectations when and if disaster would strike.
The key to the Warm Standby Strategy is having a standby copy of your application and database in
standby readiness at all times. Standby-readiness implies that with 10 to 60 minutes of services are
required to apply database transaction logs and application changes necessary for transaction consistency
to the last data recovery point, generally from 0 to 60 minutes latency time.




DISASTER RECOVERY SERVICES                                                                              Page 4 of 9
                                                         MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Managed Hosting Platform
The Managed Hosted platform is designed for companies that don’t have the time tor capital to invest in
additional hardware and the daily administration of the hosting and recovery synchronization services.
The hosting platform is comprised of four layers, starting with the Superstructure – Rackspace’s high
performance network, data centers and systems automation technology. All customer specific
requirements are configured and deployed base on the needs of the customer’s business. Layered on top
of the device platform is a suite of services that include Service and Device Administration, Backup and
Recovery, Managed Storage, Monitoring, Reporting, Security, and Deployment and Scaling. All of these
services are backed with performance guarantees and industry leading Service Level Agreement.
Hosted Infrastructure Configuration
       Server Specifications
       • Processing Power:       2 Gigaflops of CPU
       • Storage:                Raid 1 (73/GB drive) FULLY mirrored
       • Operating System:       Windows Server OS Standard Edition 2003 or 2008
       • Memory:                 4 Gigabytes
       • Network bandwidth:      2 Terabytes of bandwidth
       • Firewall (VPN)
       Hosted Services
       • Fully Managed Support for Microsoft & Linux         •   Infrastructure Monitoring Software (remote
       • Unlimited Service & Support                             monitoring)
       • Managed Services provides Backup daily              •   Automated Trouble Tickets (average 10
           incremental / weekly full                             minutes response)
       • Level 1 – 3 Technicians for 24x7                    •   Full Patch Install

Managed Ross ERP Recovery Services
With confident assurance the Rackspace datacenter servers and network will be ready for disaster the
rest of the Services to create the standby environment is left to the Managed IT Administration (MITA)
Services Group of Software Works.
The services provided by MITA Services for your standby environment include the following:
  1.     Initial One-Time Setup services:
           a. Construction of the Ross ERP Production environment on the Hosted Platform
           b. Setup of recovery environment print services
           c. Setup of Data Collection Connection and test
  2.     Monthly Services
          a. Immediate automated synchronization of your Application Environment and database
              transaction logs to your Hosted Platform
          b. Transaction Log Files transfer verification
          c. Transaction (log) update to the Standby Database
          d. Verification Report (transaction count) of LIVE Production and Standby Database
  3.     Verification Services
           a. On our recommendation and the customer request, the Disaster Recovery (DR) process
                is executed TO VERIFY the DR Environment is transactionally consistent with Production.




DISASTER RECOVERY SERVICES                                                                  Page 5 of 9
                                                        MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Subscription Pricing
The components of the Disaster Recovery program include a one-time Production Standby Environment
Construction fee along with a monthly fee for the hosting platform and administration. In addition there
are 2 hosting platform options that are available to provide the necessary throughput to deliver the
targeted recovery time and to support large user counts.
Except for the initial setup fees and update fees required when customers upgrade their production
environments there is only a monthly subscription charge.

Pricing Components:
    1.   Production Standby Installation/Setup/Validation:             $ 500.00
           • Includes Print Services, Data Collection,
           • Database Analysis *
         Database Administration and Analysis Services are available on an on-going basis following
         the initial service offered as part of the setup services for Disaster Recovery
    2.   Configuration Hosting Platform:
           • Level 1 Configuration –single server                   $ 300.00
           • Level 2 Configuration – dual servers                   $ 600.00
         Two (2) servers are required to deliver target recovery time and support large user counts.
    3.   Hosting Managed IT Administration Services:
           • 1-50 users                                           $ 300.00
           • 51-70 users                                          $ 400.00
           • 71-100 users                                         $ 500.00
    Example 1: Configuration of 1 to 30 users
       Configuration: Level 1                                     $ 300/month
       Hosted Managed Services:                                   $ 300/month
                        Total Monthly Cost:                       $ 600/month        $7,200/Annual
    Example 2: Configuration of 1 to 70 users
       Configuration: Level 1                                     $ 300/month
       Hosted Managed Services:                                   $ 400/month
                        Total Monthly Cost:                       $ 700/month        $8,400/Annual
    Example 3: Level 2 Configuration of 100+ users
       Configuration: Level 2                                     $ 600/month
       Hosted Managed Services:                                   $ 500/month
                         Total Monthly Cost:                      $1,100/month      $14,400/Annual
Terms
Subscription fees are offered on a monthly service fee basis and charged in advance with a six (6) month
term - subscription fee prorated monthly. The subscription agreement can be terminated within the initial
one month trial usage with five month refund credit provided. Termination after the first month trial
period no refund credit is provided.
Major Version Update Service Fees
Major Updates such as upgrading your database, upgrading IAF major versions will have to be applied
when they are applied to your production environment. Updates such as these can be avoided by signing
up for SWI Update Support Services subscription fee which will cover both on-premise and Warm-Standby
environments.



DISASTER RECOVERY SERVICES                                                                 Page 6 of 9
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Service Level Agreement
Because recovery time is vital for your mission-critical recovery environment, our SLA is designed to target
recovery time to one (1) hour. Only with specialists in hardware, database management/recovery, and
your ERP application can such an aggressive offer like this be made.

SLA Guarantees:
•   Certified Expertise
    All services rendered from both Software Works Managed IT Administration and Raskspace Hosting are
    multi-certified professionals. Software Works, Inc. DBA Administrator is also both Oracle and Windows
    Certified.
•   24x7x365 Recovery Services Coverage
    Both SWI Disaster Recovery Services and Rackspace Hosting offer live support and expertise available
    24x7x365 by phone or ticket.
•   Zero-Downtime Network™
    Rackspace guarantees that the network will be available 100% of the time in a given month, excluding
    scheduled maintenance. Network uptime includes functioning of all network infrastructures including
    routers, switches, and cabling.
•   Infrastructure
    Rackspace guarantees that the critical infrastructure systems, including power and HVAC, will be
    available 100% of the time in any given month, excluding scheduled maintenance.
•   1-Hours Hardware Replacement
    Rackspace guarantees the functioning of all leased hardware components and will replace any failed
    component at no cost the customer. Hardware replacement will begin once Rackspace identifies the
    cause of the problem. Hardware replacement is guaranteed to be complete within one hour of
    problem identification.
•   One-Hour Target Recovery Time
    The hosted disaster recovery environment is continuously synchronized except for the actual
    database which requires all outstanding transaction logs to be applied. The Disaster Recovery
    Services of SWI will apply these logs as needed such that the number of logs files to apply requires
    less than one-half (½) hour to fully recover the database with all outstanding transaction logs.
•   Verification
    Customers are highly recommended to exercise their Disaster Recovery plan which would include the
    verification of their recovery environment. A verification run of the customers plan does require at
    least 24 hours notice and preferably 48 hours. In a true Disaster Recovery there would be no need
    for a notification however we would like to keep such interruptions for the real thing. Verification
    exercises are limited to 6 times per year unless otherwise arranged.




DISASTER RECOVERY SERVICES                                                                  Page 7 of 9
                                                       MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Program Disaster Recover Service Professionals
Availability and Disaster Recovery Service Professionals
Availability and Disaster Recovery Services are offered by the Managed IT Administration Group of Software
Works, Inc. This group is highly experienced with IT Infrastructure Management, Database Management, and
Security. All have many years of expertise with the Ross ERP application as well as infrastructure
management.
The point man for the services delivered by this program has served Software Works for several years as a
Senior Technology and Managed Services Consultant and has a long list of certifications with Microsoft
technologies and as well as certifications in Database Administration for both Oracle and MS SQLSERVER. He
has served at IT Administrator for a large company managing the Ross ERP Application, Servers, Databases,
and infrastructure for 165 users across all of North America. He also has designed and implemented disaster
recovery plans for this company and many others. He has served Software Works as a Senior Technology and
Managed Services Consultant for several years assisting a growing number of Ross ERP customers with 24x7
Ross ERP Configuration and Database Support Services as well as serving on the Ross ERP Upgrade Team.
The remaining team members have a combined expertise in the Ross ERP application and technology that is
over 10 years. These folks currently provide Ross ERP Administration, Ross ERP Application Support, Database
Administration, Infrastructure Monitoring and Management, Technology Services that includes new
technology such as Sharepoint, Virtualization, Synchronization, and more.
Hosting and Managed Services Professionals from Rackspace Hosting
Customer Support Services
  • Dedicated Account Manager                              • 1 Hour Hardware Replacement
  • 24x7x365 Data Center Operations                        • Immediate Emergency Ticket Response
  • 24x7x365 Technical Support via Phone or Ticket         • Immediate Escalation of Emergency Issues
Industry and Service Leadership
  • Inc. 500 Fastest Growing Private Companies (#395) 2005, 2004
  • Microsoft Hosting Partner of the Year 2007, 2005, 2003
  • American Business Awards – Best Hosting Provider 2005, 2004, 2003
  • SAS 70 Type II Certified
  • Safe Harbor Certified
  • 100% Network Uptime Guarantee
Employee Microsoft Certifications
  • Certified Professional (MCP) 100+ employees            • Certified Technician (MCT)
  • Certified Systems Administrator (MCSA)                 • Certified Systems Engineer (MCSE)
  • Certified Database Administrator (MCDBA)
Security Services
  • Proactive Critical Patching                            • Dedicated Network Based IDS
  • Managed Firewall                                       • DDos Mitigation
  • Managed VPN Access
Backup and Data Management Services
  • Centralized Data Management                            • Hardware RAID
  • Backup Integrity Verification                          • Instantly Scalable SAN Storage




DISASTER RECOVERY SERVICES                                                                 Page 8 of 9
                                                       MAKING SOFTWARE WORK FOR YOUR BUSINESS SUCCESS!

Synchronization
One of the keys to this program is the synchronization process between the customer’s application
environments and database transactions are kept synchronized with the disaster recovery servers. Since
keeping both systems synchronized is critical to the DR program the synchronization process is automated
through two-way communication. This communication occurs reflecting all up-to-the-minute changes on
the Disaster Recover servers.
IAF minor version


Ross ERP Application License Key
To validate your disaster recovery environment and in the actual event of a disaster a temporary license
key is required for your Ross Enterprise ERP application. CDC Software provides access to the license
person who can generate a license key 365x24x7 so a license can be obtained quickly. In the event of an
actual disaster it’s imperative to contact this person immediately. Be sure you have the contact
information of this person to request a key to validate your environment and hopefully prior to but as
soon after a disastrous event as possible.


Program Limitations
•   Ross Enterprise ERP Application Core
    Only the Ross ERP core application and bar code data collection is covered in this Disaster Recovery
    offer. Specifically this offer does not include Enterprise Performance Management (EPM), Business
    Process Management (BPM), Business Objects, Advanced Planning, and/or any software component
    that would require an additional software license.
•   Production Environment
    Only the Ross Enterprise ERP application PRODUCTION database is covered in this Disaster Recovery
    offer. Additional third party databases such as those required for EPM and Pivotal are required.
•   Major Version Update Support
    Major Version Updates done to your Ross ERP environment such as an IAF Upgrade or a Database
    Upgrade are not covered in the Disaster Recovery Program and will be billable at our current billable
    rate. Update Support is available from SWI Managed IT Administration Services and this monthly
    service will include both your on-premise and Warm-Standby environment.
•   Recovery Usage Expiration
    Upon executing the Disaster Recovery plan customers can use the hosted recovery environment for a
    period of 60 days or until the Ross ERP Application Temporary license key expires. Continued usage
    beyond the hosted recovery usage expiration date will incur an addition ‘hosted environment fee’ as
    defined in pricing details.


Summary
We welcome companies to test our Disaster Recovery Strategy by offering the ability to exit the 6 month
subscription program within the first 30 days of the agreement. This offers customers the ability to test
not only their new Disaster Recovery strategy but also experience the world of running their entire
operations on a Managed Hosted Environment.




DISASTER RECOVERY SERVICES                                                                Page 9 of 9