7global is amongst the largest and longest established Managed IT Services providers in the UK. Organisations trust and rely upon 7global because of our market leading position and our reputation for providing first class services for over a decade and because our Data Centres are all based in the UK and are protected by the highest security available.
At our primary facility 7global utilise a dedicated suite within The Bunker, Newbury – ‘A Data Centre within a Data Centre’. We also utilise dedicated space within The Bunker, Kent. Additionally our Disaster Recovery facility is located in Reading providing true resilience should a disaster occur.
The Bunker own and manage carrier neutral Ultra secure Data Centres. Both facilities are ex-military establishments used by the MOD and the US air force, as command and control centres during the cold war. The Bunker have invested heavily in these facilities to modernise the infrastructure bringing them up to the very high specification needed to support the demanding requirements of today’s IT infrastructure. Both facilities are outside the high risk London zones. In addition to the multiple onsite ISPs, carriers and telcos, the sites are connected to each other and the Internet by an MPLS enabled, fully resilient, redundant, multi-homed gigabit network.
We have technical and security staff on site 24/7 to manage the varying needs of our growing client base, which includes some of the most security conscious organisations in the world.
7global have multi-site data centres in geographically separate locations. This enables us to offer solutions such as infrastructure mirroring or a warm standby environment, both available should your primary environment become unavailable for any reason.
We provide a full range of technical support to our clients ranging from 24/7/365 onsite Remote Hands to Professional Services and Network and Security Services.
Data Centre features include:
- Smoke and heat detection via fire alarm system
- Firetrace detection and extinguishing system
- Infrared CCTV with 24 hour video capture covering all entrances and operational areas
- Full EMP and Tempest Shield to data floors
- Borer security card access system
- 24 hour security guards onsite
- Reinforced concrete walls up to 3 m thick
- Layered security access
- Solid steel doors weighing up to 7 tonnes
- 3m high heavy duty security fence topped with barbed wire
Power & Air conditioning
- 2×11,000 Volt HV Feeds. Primary feed direct from national grid sub-station
- Backup Generators
- Various UPS systems capable of supplying dual UPS feeds
- N+1 chilled water system, with zoned hotspot directional air provision sensors
- Positive Pressure Environment
- Charcoal filtered clean air system
- Chemical/Biological safe zone
- Carrier Neutral Facility
- Multiple Internet Service Providers
- Diverse Independent Risers from highway to data floors
- Choice of ISPs/Telecommunications providers
- Satellite dish space available
- Microwave space available
Raised Flooring specifications:
- Concentrated Load Point 3Kn over 25mm2
- Uniformly Distributed Load 22kN/m2
- Under Floor Clearance 1000-2000mm
7global will provide 24 x 7 x 365 monitoring of the platform from a “health” and “performance” service perspective where: -
“Health” refers to the availability of the platform, and includes: -
- Monitoring specific front end TCP/IP addresses, ports, and services
- WAN and Internet infrastructure connectivity points
- Internal infrastructure devices including firewalls and LAN switches
- Server hardware for hardware component failure
- Operating system level health
- Application Health where monitoring is possible (application being defined as applications provided by Partner)
- Key application points such as SQL connectivity to web servers, applications
“Performance” refers to how the platform is performing with respect to the above platform elements and whether they are within expected operating conditions.
The failure of any appropriate service to respond to regular polling by the monitoring platform within pre-determined threshold values will generate an alarm on 7globals monitoring systems.
7global will where appropriate provide the necessary monitoring and management software, agents, licenses or bespoke scripts or developed applications to monitor the platforms. 7global will retain ownership of all monitoring and management software, agents, licenses and bespoke scripts and developed applications used in delivery of the Services and will be responsible for any maintenance of said monitoring and management software, agents, licenses and bespoke scripts and developed applications. 7global will also retain any intellectual property rights (IPRs) in relation to software, scripts and reporting engines used in relation to supporting the Service.
Where monitoring of server environments is involved this typically involves (but may not include or be limited to) the following: -
|Ping Server||Checks if server is alive and responding, also down to IP and/or port level|
|Reboots||Check who rebooted, when, why etc|
|Hardware (dependant on hardware manufacturer agents)|
|Temperature||Server temperature (avg, peak)|
|Power||Power status (mains, voltage, fail, avg etc)|
|Disks||Disk health, errors, mirroring, physical and logical|
|Memory||Memory usage, health of Simms etc|
|Network||Health, errors, retries, utilisation|
|Operating System (maybe O/S dependant)|
|Disks||Volume usage, errors, mirroring etc|
|Network||IP Packet type, ports, collisions, drivers etc|
|Memory||Virtual memory usage, caching, paging etc|
|Services & Processes||Utilisation, run away/rogue/hung processes|
|Logs||Monitor key events in O/S, security, app logs etc|
|Software and Applications (vary based upon application)|
|Services||Check application service elements|
|Logs||Log monitoring for key events|
|Health and performance||Check status of app from app’s point of view for CPU, disk, memory and service prospective|
|Interaction with O/S and other Apps||Monitor key points where possible where app interfaces with other apps either as a service, process, log entry etc|
Planned Maintenance & Availability
In the event of platform maintenance being required 7global will endeavour to follow the guidelines enclosed: -
- All Services are scheduled to be available 24 hours per day, 7 days a week. From time to time it will be necessary for 7global to schedule maintenance tasks, which may cause a disruption to the platform. 7global will endeavour to provide a minimum of 72 hours’ notice before conducting such planned Service-affecting maintenance but does not guarantee it will always be able to do so.
- In order to perform scheduled routine maintenance, software and hardware upgrades, etc., a system downtime period of three hours is reserved per server. This Maintenance Window is allocated with full consideration to the need to minimise any impact on the Service, and is typically from 9pm to Midnight Monday to Sunday. When it is reasonably practical to do so, 7global will schedule any Service affecting maintenance activity to fall within a Maintenance Window, and will endeavour to provide as much prior notice as is reasonably practicable under the circumstances.
- Any requested maintenance by a 3rd Party can be performed during the same Maintenance Window; however it is considered beyond the reasonable control of 7global if a 3rd Party schedules maintenance outside of the Maintenance Window.
- Emergency maintenance, updates, etc will be scheduled on a case-by-case basis, and in the case of emergency maintenance it may not be practicable to provide any prior notice.
- Planned maintenance activity (either 7global or 3rd Party) is not considered to be part of the scheduled service time and is excluded from any Service Availability measurement whether notified or not.
All the services above will be delivered according to a Service Level Agreement. The standard target availability for the system, measured over a Calendar Month and excluding planned maintenance is 99.9%. SLAs will be restricted to the data centre environment only.
Upgrades and Patching Policy
7global will where applicable patch or upgrade key elements of platform in line with supporting the Service only. New Services or features that require upgrades or patches to allow them to be implemented will be treated as change requests and may be charged separately. It is assumed that any upgrades or patch versions/revisions are in accordance with standard manufacturer releases and where applicable software/firmware maintenance contracts are in place and valid to allow 7global to perform any required upgrades. All upgrades or patches to any Service are done on the basis where by: -
- Partner has been informed and agrees that the patches/upgrades are necessary.
- A change control request has been completed and agreed.
- The patch/upgrade provides a benefit to Partner platform or will resolve a known error.
- The patch/upgrade is ‘tried and tested’ and issued by the manufacturer/software supplier.
- All patches/upgrades are done on a reasonable endeavours basis.
- 7global is not held responsible for any issues caused by applying the patch/upgrade (where 7global has correctly applied it and in accordance with the manufacturer instructions).
In the event that a patch is required on an emergency basis then the patch application should be treated in line with standard Supplier Incident management policy. Partner is solely responsible for any upgrades or patches required to any Partner developed applications. This includes any testing and rollback regression plans prior to any upgrades or patches being applied. Partner must also notify 7global via change control of any upgrades or patches prior to it being applied to a production environment.