Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
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IaaS Regional – 8 March 2019 Agenda Presented By Safety and Evacuation Introduction John Ratone Commercial Process John Ratone SD&L Martin Sabelo/Rojane Qacha Safety Requirements Pumeza Mabunda Quality Requirements Sipho Sambo Infrastructure as a service (Regional) Chris Pillay Technical Scope and Evaluation Infrastructure as a Service (Regional) Rendani Nevondo/Themba Pricing Model Thwala Closing John Ratone
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional) Technical Scope and Evaluation • Infrastructure as a Service (Regional) Pricing Model
Rules of Engagement/Commercial Process IaaS Regional (CORP 4220) Content • Point of contact • Tender closing Date and Address • Submission format. • Mandatory Documents • Evaluation Method and Criteria • Objective Criteria • Approach to this tender (Timeline).
Point of contact and the closing Date for IaaS Regional • Single point of contact is Joosty Skhosana (E-mail: SkhosaMJ@eskom.co.za ) 011 800 6512 • In terms of Eskom's Corporate Policy, all questions and queries received will be answered in writing to all the bidders. • Closing date is 26 March 2019, at 10H00 South African Time. • Late tenders will not be accepted. • Address: Eskom Megawatt Park 01 Maxwell Drive, Sunninghill Northside
Commercial – Submission Format Original (Hardcopy) Duplicate Documents Hardcopy File A–Commercial response 1 1 File B–Technical response 1 1 File C–Pricing response 1 1 Flash Disk (with file A,B & C) 1 Electronic documents should be in a read only format in MS Word and MS Excel to enable cut and paste of content. The Excel spreadsheets must be in electronic format The spreadsheets are to be completed and sent back as returnable. Three copies: Two hard copies, being an original and one copy and a CD/flash disk. The copies must be the exact replica of the originals. Please note: Annexure O (The pricing workbook) MUST be submitted in excel format. 1 Electronic documents should be in a read only format in MS Word and MS Excel to enable cut and paste of content.
Mandatory Documents Description Annexure Acknowledgement Form Annexure A Tenderers Particulars Annexure B Integrity Pack Declaration Form Annexure C Pre-qualification(SD&L Matrix) Refer to Annexure D Confirmation of receipt of addenda to enquiry doc Annexure H SBD 1 (Part A and Part B) Annexure I SBD 6.1 (Preference Point Claim form) Annexure J Technical Returnable Template Annexure K & 2K Technical Evaluation Criteria Annexure M Master Service Agreement (MSA) Annexure N Pricing Schedule Annexure O Additional Documents required in the event of a joint venture Signed sub-contracting intent agreement to submitted on closing date
Mandatory Documents cont… Description B-BBEE certificate of the main Tenderer Acknowledgement of Section 197 NOTE: Tenders will be disqualified if the above mandatory tender returnables are not submitted on the tender submission deadline (26 March 2019, at 10h00 SA time)
Evaluation Process and Criteria • Evaluation process will be conducted in accordance with the Preferential Procurement Policy Frame Act, No 5 of 2000 (PPPFA) o The 90/10 preference point system will be applicable to this tender. • The following six (6) steps will be applied during the evaluation of this tender. o Step 1: Basic compliance; o Step 2: Mandatory documents; o Step 3: Special conditions of tender including Pre-qualification; o Step 4: Functionality; o Step 5: Financial Evaluation; o Step 6: Price and Preference scoring. • Objective criteria o Safety o Quality o SD&L
Step 1 & 2 in the evaluation process Basic Compliance Mandatory requirements • Refer to the returnable section. • All mandatory requirements must be submitted at tender closure. Should these requirements not be met, the tender will be deemed non-responsive, and therefore disqualified.
Step 3 in commercial process Special Condition of Tender The following special conditions of tender are applicable: • The vendor must submit proof that they are currently an Infrastructure as a Service provider with local presence; • The tenderer must have the capability to purchase assets currently used for the service.( The selling price and the terms of the sale will be determined after the conclusion of the assets valuation by an independent party); • The tenderer to submit proof in the form of a customer reference by either the CIO or CFO duly signed. The information contained in the technical returnable template ( Annexure K) must be transcribed onto the customer company’s letterhead and be signed by the customer’s CIO or CFO; and • The tenderer must specify in their tender response that they accept that Section 197 of the Labour Relations Act, 66 of 1995 will apply. The response shall be on the company’s official letterhead and signed off by the delegated authority (details are in Annexure Z) • dateinformation excluding the application licenses. 1 Indicative
Step 3 in commercial process for the hybrid IT transformation program are bundled as follows: The required Services for the hybrid IT transformation program are bundled as follows: Category A Category B Category C CORP 4178R CORP 4221R CORP 4219R Cross Functional End user Infrastructure as a and Cloud Computing- Service (IaaS) - Services central Central • information CORP excluding 4179Rthe application CORPlicenses. 4222R - CORP 4220R Service Desk and End User Infrastructure as a Monitoring Computing- Service (IaaS) - Services Regional Regional Note: Suppliers can tender for all the various categories stated above, however, the tenderer that is successful in CORP 4178R will only be considered for CORP 4179R and shall be excluded from consideration for all other hybrid IT tenders. 1 Indicative date
Step 3 in commercial process • Should the tenderer be the highest ranking in category A, B and C, Eskom will afford the supplier the opportunity to choose the category(s) they prefer during the negotiations • Note: Eskom reserves the right to contact the customer / referee either telephonically or by mail and also a site visit to confirm above. • Tenderers who do not meet the above mentioned special conditions of tender, will be deemed to have submitted an unacceptable tender and will be disqualified for the hybrid IT transformation program are bundled as follows: 1 Indicative date
Steps 4 in the evaluation process Detailed on next page Functionality Functionality will be evaluated on a total weight of 100% with a minimum threshold of 80%. The following is a breakdown of the Functionality criteria Evaluation Category Evaluation Category Weighting Abi l i ty to me e t the s cope of 45% work re qui re d Abi l i ty to me e t the s ta te d 45% s e rvi ce l e ve l s Tra ns i ti on a nd Exe cuti on 10% Tenders who do not meet the overall minimum threshold (80%) will not be evaluated further
Steps 5 – 6 in the evaluation process Detailed on next page Pricing and preference • The 90/10 Preference point system will apply to this tender. Proposals will be evaluated on (a) price which will be allocated 90 points and (b) B-BBEE status which will be allocated 10 points Note: Eskom reserves its right to: • To cancel the tender if agreement cannot be reached on the market-related price. • “Eskom reserves the right to award to a supplier who may not be the highest scoring or highest ranked supplier, in line with Section (2) (1) (f) of the PPPFA Financial Evaluation • Assessment of financial statements of tenderer to ascertain financial viability and ability to meet contractual obligations. • Price evaluation (if prices quoted are market related)
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional)Technical Scope and Evaluation • Infrastructure as a service (Regional) Pricing Model
Eskom Supplier Development and Localisation Mandate The objective of government through various departments and across different spheres is to foster the creation of a sustainable economy by increasing the local supply base through manufacturing and other industry-building activities, develop skills and create employment opportunities. Our mandate is to achieve maximum and sustainable local development impact through leveraging Eskom’s procurement spend in a manner that allows flexibility within the business in order to accommodate government local development initiatives and policies SOURCE: SD&L 16
Pre-qualification Pre-qualification The following pre-qualification criteria are applicable herein: • The tenderer’s B-BBEE must be a minimum Level 1-4 (tenderers B-BBEE certificate must be submitted on or before the closing date tender) • Minimum 30% of the contract value to be subcontracted to black owned EMEs / QSEs (Level 1-2) in accordance with paragraphs 4(1)(c)(i to vii) and 4(2) of the PPPFA regulations 2017.Details of the Sub-contractor to be submitted with the tender, including the name, registration documents, ID copies of shareholders /directors and BBBEE status of the subcontractor (for more details, refer to Annexure D). • A sub-contractor that is selected must be registered on the Central Supplier Database (CSD). It is the responsibility of Tenderer to select a competent Sub-contractor that meets all requirements of the tender.
Pre-qualification cont… In addition to the above companies should also submit the following documents • B-BBEE certificate/Sworn Affidavit of the subcontractor belonging to designated groups, registration documents, ID copies of shareholders/directors of subcontractor • CSD number • JV agreement and JV B-BBEE certificate( if applicable) • Signed sub-contracting intent agreement If not submitted by tender submission deadline, the tenderer will be disqualified NB. Subcontractor must have no relationship with the main contractor either in a form of being part of it or related in any form that my constitute conflict or whether by shareholders or directors. Any relationship that constitutes conflict shall result in the tenderer being disqualified Tenderers who do not meet the minimum pre-qualification criteria, will be deemed an unacceptable tender and be disqualified.
SD&L cont…… (Regional) TABLE 1: SUPPLIER DEVELOPMENT AND LOCALISATION COMPLIANCE MATRIX FOR SUPPLIERS AND CONTRACTORS Proposed Total Overall Criteria Weight (%) Total Target (%) Target (%) Weighted Score Local Content to South Africa 20.00% 100.00% 0.00% Local Content Local to Site 10.00% 20.00% 0.00% Procurement from BPwD 10.00% 5.00% 0.00% Procurement from BYO 10.00% 5.00% 0.00% Procurement from BWO 10.00% 10.00% 0.00% Procurement from BO 10.00% 10.00% 0.00% Skills Development 30.00% 0.00% Total Score 100.00% Total Supplier Development and Localisation 0.00% Score TABLE 2: SKILLS DEVELOPMENT COMPLIANCE MATRIX Proposed Number of Proposed Target Number Persons to be Target Number Number of of Persons to be Trained of Persons to be Persons to be Trained (Local (Local to Trained Trained Total Weighted Skill Type (Occupation) OFO Occupational Group Weight (%) to South Africa) South Africa) (Local to Site) (Local to Site) Score Virtualisation administrator 10.00% 20 0 0 0.00% Virtualisation analyst 10.00% 15 0 0 0.00% Network Analyst 15.00% 15 0 0 0.00% Service Technician, Maintenance & Support 15.00% 20 0 0 0.00% Windows server analyst 10.00% 15 0 0 0.00% Windows server administrator 15.00% 20 0 0 0.00% Unix / Linus administrator 10.00% 20 0 0 0.00% Unix / Linus analyst 15.00% 15 0 0 0.00% Total 100.00% 140 0 0 0 0.00% To be c omplet ed by Tenderer Number of jobs to be created as a result of this contract Number of jobs to be retained as a result of this contract
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional) Technical Scope and Evaluation • Infrastructure as a service (Regional) Pricing Model
SHE requirements Refer to Annexure E 21
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional)Technical Scope and Evaluation • Infrastructure as a service (Regional) Pricing Model
Quality requirements Refer to Annexure F 23
General presentation / submission 1. Subdivide the file per section and per requirement. 2. Where a requirement specify a procedure, submit a documented procedure as per ISO 9001 standard and not a unclear statement 3. Where one document / procedure is applicable to more than one requirements - resubmit it in all applicable sections E.g. 1.SHEQ Policy for Quality policy 2.Manual for Mandatory procedure 3.etc 24
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional)Technical Scope and Evaluation • Infrastructure as a service (Regional) Pricing Model
High level overview of scope Eskom requires the services of a Cloud service provider, with a local presence that will be responsible for providing a Hybrid Cloud Infrastructure as a Service (IaaS) offering, to support Eskom’s production, quality assurance, development and disaster recovery computing environments. The Iaas offering is seen as a contracted service through a provider owned, managed, and supported platform i.e. The Supplier must take over Eskom’s existing IT infrastructure and supply it back as a service. Eskom requires an IaaS offering that delivers the following services: • Infrastructure management, support and maintenance of the Environments in Scope • Cloud computing provisioning services • Backup and storage services • Network services • Operating system provisioning and support (Including utilities and schedulers) • Disaster Recovery services • Information Security services • Basic Hosting services (where required)
Environments in scope The environments in the scope of this RFP are defined as follows: Baseline Environment - Eskom’s currently allocated and utilized computing resources on- premise, including any associated disaster recovery environments, as per Eskom’s specification. This encompasses both physical and virtualized environments. This environment is described Appendix A On-premise private IaaS - This environment must be provisioned on demand for future private on-premise computing requirements including any associated disaster recovery environments, as per Eskom’s specification. Off-premise private IaaS - This environment must be provisioned on demand for future private off-premise computing requirements including any associated disaster recovery environments, as per Eskom’s specification. Public IaaS - This environment must be provisioned on demand for future computing requirements that may be deployed on public cloud platforms including any associated disaster recovery environments, as per Eskom’s specification.
Environments in scope – Baseline environment Baseline Environment - Eskom’s currently allocated and utilized computing resources on- premise, including any associated disaster recovery environments, as per Eskom’s specification. This encompasses both physical and virtualized environments
Environments in scope – Baseline environment (Regional) Data Centres: • Eskom’s IT Infrastructure is hosted mainly in its regional Data Centres however some infrastructure is hosted in server rooms at power stations and corporate offices. The Data Centres that form part of the Regional sites are listed below: # Name Physical Address 1 Bellville 60 Voortrekker Road, Basement Floor, Eskom Building, Bellville, 7530 st 2 Bloemfontein 1 floor Eskom Centre, 120 Henry Street, Westdene, Bloemfontein, 9301 3 Brackenfell Evkom Road, Brackenfell 4 Duvha Duvha P/Station, Bethal Road, Witbank, 1034 5 Duvha Stabnac SOC Duvha, Duvha Power station, Bethal Road, Witbank 6 East London Eskom SOC, Cnr Bonza Bay Road & Quenera Drive, Beacon Bay, East London, 5241 7 Enterprise Park Sunilaws Office Park, C/R Quenera Drive & Bonza Bay Road, Beacon Bay, 5241 9 Mkondeni 1 Portland Road, Mkondeni 11 Polokwane 30 Hans van Rensburg street, Polokwane, 0700 12 Rosherville Lower Germiston Rd, Rosherville, 2002 13 Sanhill Eglin Road, Sunninghill 14 Simmerpan - Distribution Cnr.Power Refinery RD Germiston 15 Simmerpan - Transmission 3d Floor core, ESKOM National Control Building, Simmerpan, cnr of Lake (called Refinery on some maps) and Power street, Germiston 16 Witbank Cnr Watermeyer & Jellicoe Street, Eskom Park, Witbank, 1035
Environments in scope – Baseline environment (Regional) Networks: • With respect to connectivity between the Cloud Provider and the Eskom Network, all network connections into the Eskom Network will be established via a vendor neutral site. • Eskom will extend its network to the vendor neutral site and connectivity from the Cloud Service Provider to the vendor neutral site must be provided and managed by the Cloud Service Provider. • Connectivity from the vendor neutral site to Eskom will be provided and managed by Eskom. • The network design must include security devices (e.g. Firewalls, etc.) and software to enable connection to Eskom internal systems for integration purposes. • Eskom will see the environments hosted in the IaaS Cloud platform as an extension of it’s network (except for the Public IaaS environment).
Environments in scope – Baseline environment (Regional) Backups: Eskom leverages on its Enterprise backup environment for all backup requirements. The Supplier will be responsible for providing/provisioning backups for all application environments and end-point (laptops, desktops etc) devices in the landscape that require backups. The Supplier will be responsible for the implementation of backup and recovery solution as well as the maintenance and support of the backup services. Eskom utilises NetBackup software for the backup of its servers/application environments and Commvault software for the backup of its End-Point devices.
Environments in scope – Baseline environment (Regional) Backups: Figure 2: Backup Infrastructure Landscape Refer to Appendix A of RFP for a detailed description of the backup hardware and schedule
Environments in scope – Baseline environment (Regional) Backup Infrastructure Overview: Device Description Quantity Applicable Sites MSDP 33 All Power Station Media Servers: x86 10 Regional(7 Traditional DX Sites) Master servers: x86 8 Regional(7 Traditional DX Sites) Backup Storage: Quantum + HP + 11 Regional(7 Traditional DX Sites) Huawei Tape Library: HP + Quantum 9 Regional(7 Traditional DX Sites) Table 2: Backup Infrastructure
Environments in scope – Baseline environment (Regional) Backup Infrastructure Overview: The Supplier will be responsible for the implementation of backup and recovery solution as well as the maintenance and support of the backup services. Backup schedule required: Please refer to Appendix A
Environments in scope – Baseline environment (Regional) End-Point Backup Infrastructure Overview: The End-point Solution is a centralised solution with Media Agents (servers) deployed in the regions to backup the regional end-point devices. Data is replicated from the regional Media Agents to the Replication Targets in Central. The Hybrid Cloud IaaS Supplier for Central will support and manage the back-end solution however the Regional Hybrid Cloud IaaS Supplier is expected to manage and support the regional Media agents (listed in the table below). Device Role Quantity Location CommCell Server (Console) 1 Central Replication Targets 4 Central 9 Regional Media Agent 2 Central Table: End-Point Backup Infrastructure
Environments in scope – Baseline environment (Regional) Backups: End-Point Backup Landscape Overview Figure: End-Point Backup Infrastructure Landscape Refer to Appendix A of RFP for a detailed description of the backup hardware and schedule
Environments in scope – Baseline environment (Regional) Storage: • Eskom leverages on its Enterprise Storage environment for all storage requirements. • Depending on the requirements of the application/solution, different tiers of storage gets allocated as depicted below. • The Supplier will be responsible for providing/provisioning storage for all application environments in the landscape. Figure 3: Tiered Storage Model
Environments in scope – Baseline environment (Regional) Storage Infrastructure Overview: Array T0 T1 T2 T3 Total Array Types Count (TB) (TB) (TB) (TB) (TB) 3Par 7200 16 676 676 3Par 7400 7 43 106 208 409 765 3Par 8200 2 4 70 74 StoreVirtual 3200 4 33 33 XIV Gen3 2 213 213 Grand Total 31 47 1 064 240 409 1 761 Table 5: Disk array Type Infrastructure
Environments in scope – Baseline environment (Regional) Storage Infrastructure Overview: SVC Detail: Model Number CG8 14 Grand Total 14 Table 6: IBM SVC Detail SAN Equipment Detail: Model Number Brocade 5100 14 Brocade 6510 4 Grand Total 18 Table 7: SAN Equipment Detail
Environments in scope – Baseline environment (Regional) Server Landscape: Eskom uses physical and virtual servers based on Windows, Linux or UNIX both in stand-alone and in cluster configurations. The Supplier should have skills in the following technology areas to support Eskom’s Servers (including but not limited to): Table 1: Infrastructure Technology Standards CPU Architecture Operating Systems Virtualization Storage X86 Windows Server VM Ware Tier 0 (SSD) Non X86(RISC) Linux Oracle Virtual Machine Manager Tier 1 SUSE Red Hat Oracle-Linux Unix Power VM Tier 2 AIX Solaris HP-UX Hyper V Tier 3
Environments in scope – Baseline environment (Regional) Server Infrastructure Overview: Count of Hardware Type OS X86 Physical 801 LINUX 2 ORACLE LINUX 25 SUSE LINUX 36 VMWARE ESX 162 WINDOWS SERVER 573 XEN SERVER 3 VIRTUAL RISC 27 AIX 27 X86 VIRTUAL 1535 LINUX 1 ORACLE LINUX 202 RED HAT LINUX 12 SUSE LINUX 64 UNKNOWN 66 VMWARE ESX 2 WINDOWS SERVER 1188 Grand Total 2363 Table 8: AS-IS view of the server infrastructure
Environments in scope – Baseline environment (Regional) • Server Infrastructure Sizing Overview: Count of Hardware Type OS/SIZE X86 Physical 801 Large (9+ CPU's) 53 LINUX 39 WINDOWS SERVER 14 Medium (4-8 CPU's) 17 WINDOWS SERVER 17 Small (1-4 CPU's) 731 LINUX 24 VMWARE ESX 165 WINDOWS SERVER 542 Physical RISC VIRTUAL RISC 27 Large 2 UNIX 2 Medium 2 UNIX 2 Small 23 UNIX 23 X86 VIRTUAL 1535 Large 54 LINUX 2 WINDOWS SERVER 52 Medium 140 LINUX 45 WINDOWS SERVER 95 Small 1341 LINUX 234 VMWARE ESX 2 WINDOWS SERVER 1105 Grand Total 2363 Table 9: AS-IS Sizing view of the server infrastructure
Service Objectives The following are the key high-level service objectives Eskom expects to achieve through outsourced cloud IaaS services in this SOW: • Meet Eskom’s business needs for highly available, reliable, scalable and secure services. • Maintain compliance with industry standards and government regulations (e.g.. ITIL, ISO27000, POPI, and Six Sigma). • Acquire services with availability guarantees backed by service levels (SLs) and associated penalties in the form of fee reductions with full earn-back opportunities. • Acquire services that can leverage operational scale and best practices to achieve optimum commercial price performance. • Acquire ongoing feedback mechanisms to ensure performance meets expectations. • Scalable Hybrid IaaS environment • Cloud enabled infrastructure • Automated • On-demand and Self-service enabled • Cloud management platform enabled • Metered cloud computing resources consumption.
Objectives Personnel: The Provider will be responsible for providing appropriately skilled staffing to meet all cloud IaaS services, roles and responsibilities with the relevant service levels set forth in the SOW. Policies, Procedures and Standards: The Supplier needs to adhere to Eskom’s Information Security Policy and Eskom Architecture Standards.
License Agreements Licensing Agreements: The subscription software licenses that are coupled with the Infrastructure within scope are deemed included as part of the asset sale. These include the Operating System and Security software. Virtualisation, Backup and Storage Software will be offered for use by the Supplier. The Supplier is responsible for paying support and maintenance fees for these licences. These fees will be offset during monthly billing. Conversely the Supplier will supply their own Virtualisation, Backup and Storage Software at their own cost and also pay Support fees. Hardware maintenance and support will be the responsibility of the Supplier for the duration of the contract. Eskom will terminate the current hardware maintenance and support agreements with the OEMs/vendors from the effective date. Both the licenses and hardware maintenance and support agreements will be deemed included as part of the asset sale provided it is within the bounds of the legal contract with the current OEMs/vendors.
Hybrid Cloud IaaS Service Roles and Responsibilities • The IaaS infrastructure should not be shared with the vendor’s other tenants apart from the public IaaS environment. • In the SOW, we have separated the services into a support model for the Baseline infrastructure and the Private/Public Cloud Services. • Eskom has defined a roles and responsibilities matrix between the Service Provide and Eskom for the required services using the RASCI chart approach. • Eskom requires more than just the activities performed at the cloud IaaS by the Supplier. These activities, include but are not limited to planning and analysis, service-level monitoring and reporting, and performance management.
Hybrid Cloud IaaS Service – General Roles and Responsibilities General roles and responsibilities: The following services are required to be provided by the Supplier: • Continuous refresh of the baseline IT infrastructure • Provisioning of IT Infrastructure to cater for Eskom user demands • Infrastructure management, support and maintenance of the Environments in Scope • Cloud computing provisioning services • Backup and storage services (includes hardware and software) • Network services • Operating system provisioning and support. (Including utilities and schedulers) • Incident and Problem Management • Disaster Recovery services • Information Security services • Basic Hosting services (where required) NB. In the SOW the above roles and responsibilities are split into activities for the baseline environment and activities for the cloud environment.
Hybrid Cloud IaaS Service Roles and Responsibilities – Compute (Server) environment Operations, Administration and Management roles and responsibilities: Operations and administration services are the activities associated with the day-to-day management of the cloud IaaS computing environment. • They provide and support a stable infrastructure and effectively and efficiently perform operational and processing procedures to ensure services meet SLA targets. • It also includes job scheduling and execution activities e.g. for scheduling of batch jobs. Maintenance and Refresh Services roles and responsibilities: Maintenance and Refresh services are the preventative maintenance activities performed to ensure that IaaS service is stable and will not fail. Its also includes the operational activities needed to support Eskom’s ongoing development and project activities • This service includes hardware and software maintenance, OS, hypervisor etc. • It also includes activities needed to ensure that Eskom’s Servers are configured in accordance with Eskom’s Policies and directions. • The Provider will also ensure installation of required monitoring applications, anti-malware, security agents and other non-OS related software. Cloud Computing Services roles and responsibilities: • Cloud computing services are the activities associated with the provisioning of compute resources on the cloud platform. • The activities associated with the operations, administration and management of the cloud computing environment. • The maintenance activities performed to ensure that cloud computing environment is stable and will not fail.
Hybrid Cloud IaaS Service Roles and Responsibilities – Storage and Data Management Services Storage and Data Management Services roles and responsibilities: • Storage and data management services are the activities associated with the provisioning and day-to-day management of the installed storage and data environment. • These include direct access storage devices (DASD), redundant array of independent disks (RAID), storage area network (SAN), network-attached storage (NAS), and tape and optical. • They provide a stable support infrastructure and effectively and efficiently perform procedures to ensure services meet SLR targets and requirements. • It also includes the activities associated with the day-to-day management of the backup environment, including the associated backup media. Cloud Storage and Data Management Services roles and responsibilities • Storage and data management services are the activities associated with the provisioning and day-to-day management of the installed storage and data environment. • Providers must offer a wide variety of IaaS storage, and these services are often complementary to a compute offering. Block and object storage services are the most common offerings found in the industry. Block storage services typically are not exposed via the internet, whereas object services typically are. For further descriptions on the above storage services refer to the SOW. • They provide a stable support infrastructure and effectively and efficiently perform procedures to ensure services meet SLR targets and requirements.
Hybrid Cloud IaaS Service Roles and Responsibilities – Network Management Services Network Management: • With respect to connectivity between the Cloud Provider and the Eskom Network, all network connections into the Eskom Network will be established via a vendor neutral site. Eskom will extend its network to the vendor neutral site and connectivity from the Cloud Service Provider to the vendor neutral site must be highly available and provided and managed by the Cloud Service Provider. Connectivity from the vendor neutral site to Eskom will be highly available and provided and managed by Eskom. • All Network management services for the Baseline and on-premise Private cloud environments will be provided by Eskom. All Network management services for the off-premise Private cloud and public environments will be provided by the Cloud Service Provider. Network Management Services roles and responsibilities: • WAN Services constitutes two components – CORE (MPLS) networks and ACCESS networks. The service includes interconnectivity of networks across a geographically dispersed telecommunications network. • WAN Optimisation and Acceleration services - Consist of a group of technologies used to maximise the efficiency of data flow across a Wide Area Network (WAN). The objective of WAN Optimisation is to reduce bandwidth cost and optimise the response time of critical applications and information by using technologies like caching and compression. • Data Centre LAN - Covers the support and management activities to ensure a stable, reliable and secure Data Centre LAN and application centric infrastructure. Cloud Network Services roles and responsibilities: • IaaS cloud offerings must operate at extreme scales to satisfy the complex requirements of multiple customers simultaneously. Therefore, the networking of all IaaS components is crucial to the overall viability of each service. The cloud network services cater for the Off-Premise and Public IaaS Cloud offerings.
Hybrid Cloud IaaS Service Roles and Responsibilities – Information Security Management Services Information Security Management Services roles and responsibilities: • Information Security Management Services provide security related services that cut across an organisation’s business and IT environment to help safeguard and maintain the confidentiality, integrity and availability of information. This covers the following Information Security Management Services: • The Patch Management Service provides for the distribution, management, monitoring and feedback function of patch updates throughout Eskom’s IT infrastructure environment, as per the contracted service. This Service applies to the server operating system level. • The Anti-Malware Management Service provides for the distribution, centralised management, monitoring and feedback function of anti-malware signature files and updates throughout Eskom’s IT infrastructure environment, as per the contracted services. Anti- malware includes, but is not limited to Anti-virus, Host Intrusion Detection and Prevention System, Host-based firewall and advanced persistent threat protection. • The Vulnerability Management Service provides for identification, classification, remediation and mitigation of vulnerabilities. • This Service provides for expert consultation by the Provider in respect of the various Information Security Services offered by the Provider in its security catalogue. Cloud Information Security Management Services roles and responsibilities • Covers the Information Security Management Services related to the Private and Public Cloud platform.
Hybrid Cloud IaaS – Incident and Problem Management Incident and Problem Management: • Incident and Problem Management service includes all the activities needed to actively resolve Incidents and to proactively close identified Problems. • For the Incident and Problem Management Roles and Responsibilities, Eskom follows ITIL Incident types and defines four priority levels of Incidents, depending on the level of severity: Priority 1, Priority 2, Priority 3 and Priority 4. Refer to the SOW for further detail. NB. The IaaS Supplier will be required to supply information to the Cross Functional Service Provider for incident and problem management.
Hybrid Cloud IaaS Configuration tracking: • Configuration tracking service includes all the activities needed to ensure that Infrastructure assets and their configuration are properly tracked. Capacity and Performance Management: • Component and Capacity Management service aims to ensure that the capacity and performance of services running on the IaaS Platform can deliver in accordance with the agreed Target Service Levels in a cost effective and timely manner, within the agreed Performance Standards. Eskom requires component level capacity and performance management to cover CPU, Memory, Network, etc.). Customer Satisfaction: The Supplier shall implement a process to manage customer satisfaction. NB. Detailed description of the above services are found in the SOW.
Hybrid Cloud IaaS – Disaster Recovery Services Disaster Recovery Services: • Disaster Recovery Services and IT Service Continuity are the activities associated with providing prioritised IT Service Continuity and Disaster Recovery Services for Eskom applications in respect of the infrastructure associated to the applications i.e. servers, storage/data and backup infrastructure. The Supplier will provide Disaster Recovery Services according to Eskom’s Disaster Recovery Plan, in respect of the infrastructure under the Supplier's control.
Hybrid Cloud IaaS – Hosting Services Hosting Services: Hosting services encompasses the supply and management of a hosting facility. A hosting facility is a Datacentre that houses an organisation's IT infrastructure, including servers, storage and networking equipment. The facility is vital to the continuity of daily operations. All Hybrid Cloud IaaS infrastructure is hosted in Datacentres/server rooms to support Eskom’s daily operations. The following Datacentres/servers rooms are in scope: 1. Baseline Environment: Eskom will supply and manage the hosting facilities for all baseline environments excluding the disaster recovery environment. 2. Eskom’s disaster recovery environment is hosted by our current Supplier at their hosting facility. Hosting services with the current Supplier for the disaster recovery facility will be available from the effective date until the end of the Transition Period. Post the transition period, the Supplier must continue providing the Disaster Recovery services without any break in service. The Supplier is required to independently contract with the current DR facility owner. The Supplier is not restricted from utilising another DR facility of their choice for DR hosting. DR Facilities should meet minimum requirements prescribed below. Costs of migration to a new DR Facility should also be indicated upfront and mutually agreed upon. 3. On-premise private IaaS: Eskom will supply and manage the hosting facilities for all On- premise private IaaS environment. 4. Off-premise private IaaS: The Supplier must supply and manage the hosting facilities for all Off-premise private IaaS environment. 5. Public IaaS: The Supplier must supply and manage the hosting facilities for all Public IaaS environment. The above-mentioned environments must be hosted within the borders of South Africa.
Hybrid Cloud IaaS – Inclusions Inclusions: Eskom has infrastructure located in central that will be supported by the central Hybrid Cloud IaaS Supplier and infrastructure located in the regions that will be supported by the regional Hybrid Cloud IaaS Supplier. Eskom has IT solutions deployed on this infrastructure that span across the central and regional locations i.e. the solutions are deployed on infrastructure located in central that are linked to infrastructure located in the regions. For these types of IT solutions, the central and regional Hybrid Cloud IaaS Supplier are expected to collaborate with each other for server, storage and backup related matters and vice-versa. The Cross Functional Services Supplier is dependent on input from the IaaS Supplier to deliver on their mandate. The Supplier will provide assistance to the Cross functional Supplier to deliver on their manadate.
Hybrid Cloud IaaS – Exclusions Exclusions: The following items are specifically excluded from this SOW: • Application installation, support and management (however, assistance with server/OS related tasks for application is included) • Database creation, support and management (however, assistance with server/OS related tasks for databases is included) • Development and maintenance of a Disaster Recovery Plan (however, the execution of the plan during a Disaster or DR test is included, as well as the provision of technical information for the development of the plan) • Disaster Recovery testing coordination (however, assistance with testing is included) • Eskom’s Operation Technology (OT) infrastructure will require technical support but is excluded from the asset sale.
Service Level Requirements Overview Hybrid IaaS SLRs: • Eskom needs support and service levels from the Supplier that will accommodate enterprise-grade hosting requirements on the Baseline, Private and Public Cloud platforms. Eskom’s expectations for service performance are described in detail in the SOW and in Appendix B. • Eskom requires three possible levels of services (i.e. Standard, Advanced, Premium) as described in Appendix B. • The level of service is determined based on the Business criticality for a specific environment. NB. The current SLA ratings are based on a star rating methodology i.e. 1-5 star. The new SLA rating methodology is Standard, Advanced, Premium. The supplied CMDB file has the conversation already shown under the SLA column.
Description of Main Service KPIs – Baseline SLR IaaS Support Description of the Main Service KPI’s Management Availability - System uptime (excluding scheduled downtime) Mean time to apply approved patches (from time of approval to install) Serviceability - Mean Time to Restore (MTTR) 99% of devices Maintenance and Refresh Reliability - Number of repeat allowed faults on a CI per quarter Mean time to provision a virtual server and associated storage and backups (if required) Mean time to decommission a physical server from final approval Mean time to resolve Mean time to resolve critical (P1) incident tickets Mean time to resolve major (P2) incident Incident and Problem Mean time to resolve minor (P3&P4) incident Management Mean time to submit Mean time to submit the information for the first draft Root Cause reports Analysis Report (from resolution of the incident) Anti-malware agents deployed and active on entire estate Mean time to apply approved security patches (from time of approval to install) Information Security Mean time to conduct vulnerabilities scans and remediate findings Configuration Mean time to provide information regarding any update on system configuration to enable the update of the Configuration Management System management Customer Satisfaction Minimum percentage of satisfied users
Description of Main Service KPIs – Baseline SLR IaaS Support Description of the Main Service KPI’s Input to Service Improvement Plans Delivery on Adhoc reports when requested Report on recalls for resolved Incidents Inclusions Report on the number of incidents caused by change requests Update information about Problems, workarounds and resolutions in the Knowledge Management System and the Known Error Database Report on the number of incidents caused by threshold breaches relating to capacity and performance management Detailed list in Appendix B
Description of Main Service KPIs – Hybrid Cloud SLR IaaS Support Description of the Main Service KPI’s Management Availability - System uptime (excluding scheduled downtime) Mean time to apply approved patches (from time of approval to install) Serviceability - Mean Time to Restore (MTTR) 99% of devices Maintenance and Refresh Reliability - Number of repeat allowed faults on a CI per quarter Mean time to provision a virtual server and associated storage and backups (if required) Mean time to resolve Mean time to resolve critical (P1) incident tickets Mean time to resolve major (P2) incident Incident and Problem Mean time to resolve minor (P3&P4) incident Management Mean time to submit Mean time to submit the information for the first draft Root Cause reports Analysis Report (from resolution of the incident) Anti-malware agents deployed and active on entire estate Mean time to apply approved security patches (from time of approval to install) Information Security Mean time to conduct vulnerabilities scans and remediate findings Configuration Mean time to provide information regarding any update on system configuration to enable the update of the Configuration Management System management Customer Satisfaction Minimum percentage of satisfied users
Description of Main Service KPIs – Hybrid Cloud SLR IaaS Support Description of the Main Service KPI’s Cloud Network Availability Availability of the Network connectivity and network components that the Provider is responsible for Network traffic performance across regions must achieve the following sustained metrics between two regions: Ping round-trip time (RTT) less than or equal to 75 milliseconds (ms) Cloud Network Services Performance Network traffic performance across regions must achieve the following sustained metrics between two regions: Transfer of a 1GB file over Secure Copy (SCP) at a speed greater than or equal to 2 MB/sec. Input to Service Improvement Plans Delivery on Adhoc reports when requested Report on recalls for resolved Incidents Inclusions Report on the number of incidents caused by change requests Update information about Problems, workarounds and resolutions in the Knowledge Management System and the Known Error Database Report on the number of incidents caused by threshold breaches relating to capacity and performance management Detailed list in Appendix B
Description of Main Service KPIs – Disaster Recovery SLR
Transition and Transformation Management Planning, Coordination and Management of Integrated Transition and Transformation projects: • A high-Level Roadmap with key milestones • Create an integrated Transition plan with Eskom and Eskom Service Providers reflecting the transition of the service • Project Manage Transition project activities • Create a comprehensive list of all Transformation projects • Create an integrated Transformation plan with Eskom and Eskom Service Providers • Detail all assumptions, all risks and mitigation plans • Inclusions and Exclusions • RACI matrix • Ensure open communication to all the stakeholders during the Transition and Transformation projects • Detail the methodology to be used to conduct a Due Diligence exercise – A Due Diligence exercise is not compulsory however the methodology must be provided even if the Supplier chooses not to conduct the Due Diligence exercise. – A Due Diligence exercise can be done for the purposes of improving the Suppliers service to Eskom and not for any pricing adjustments relating to the services or assets.
Hybrid Cloud IaaS Service – Technical Returnables Technical Returnables:
Contents • Introduction • Commercial Process • SD&L • Safety Requirements • Quality Requirements • Infrastructure as a service (Regional) Technical Scope and Evaluation • Infrastructure as a service (Regional) Pricing Model
Pricing Model Refer to Annexure O
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