Pure commitment.
service description
Compute as a Service
(Production)
IaaS
G-Cloud service ID numbers
Assured: 7592 3029 7321 3787
Elevated: 7102 8018 5004 3746
version 7.3
service definition
Contents
Highlights .............................................................................................................................. 3
What is the service? .............................................................................................................. 4
What can I do with this service? ............................................................................................ 4
What are the key features and benefits? ............................................................................... 4
Why UKCloud? ..................................................................................................................... 5
What are the key technical features? .................................................................................... 6
Who is the service aimed at? ................................................................................................ 7
What are the service options? ............................................................................................... 7
Pricing ................................................................................................................................. 11
Is there a trial service? ........................................................................................................ 16
What are the terms and conditions? .................................................................................... 16
Appendix ............................................................................................................................. 17
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Highlights

UK sovereign — an assured cloud platform delivered from two secure UK data
centres by a UK-based company with UK government security-cleared staff

Disaster tolerant — two Tier 3 UK data centres separated by more than 100km
and securely connected by high-bandwidth, low-latency dedicated connectivity
enabling synchronous replication

Optimised for OFFICIAL — extensive independent validation (including CESG
PGA), it fully aligns with the CESG 14 Cloud Security Principles, making it the
ideal service for all data classified at OFFICIAL (including OFFICIAL SENSITIVE)
and legacy IL0–IL4 solutions

Flexible connectivity options — connect via the internet (with DDoS protection
provided as standard), a government community network (PSN Assured service,
PSN Protected service, N3; or legacy networks including PNN) or by
HybridConnect — using your own dedicated circuits such as CPA-encrypted
tunnels, leased lines or MPLS

Advanced Cross Domain Security Zone — a secure managed or self-managed
area that enables citizen access over the internet to data which is securely hosted
on the elevated domain

Exceptional value — from 1p per hour for workloads that aren't performance
sensitive, or from 2p per hour for workloads requiring predictable performance

Immediately available on both our Assured and Elevated Domains — zero delay to
your project

Flexible and adaptable — add, remove or change your solution via the UKCloud
Portal or using our fully documented API

Includes a telephone service desk function, with 24/7 support for high priority
incidents
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What is the service?
UKCloud Compute as a Service provides customers with on-demand, scalable compute
resource to deliver transformational projects.
It provides customers with a virtual data centre in which they build, configure and control
their virtual machines (VMs), with their own self-managed firewall and full API for
programmatically controlling their compute estate — all for a simple, low, hourly price per
VM.
The service enables the government’s digital transformation initiative and supports the Cloud
First policy by delivering a true cloud computing service that has achieved PSN accreditation
and adheres to the NIST definition of cloud, which includes resource pooling; on-demand,
rapid scalability; and transparent, utility-style billing.
What can I do with this service?
The service can help organisations:

Deliver digital transformation projects that require high levels of security and
assurance, combined with flexibility and scalability

Deliver new applications and services designed for cloud

Support and facilitate agile project delivery in line with the GDS Service Design
Manual

Enable legacy transformation projects that test, evaluate and consolidate existing
services

Provide a base layer for development of new and emerging technologies such as big
data analytics and containerisation

Leverage the flexibility of cloud to reduce traditional IT costs

Increase innovation by enabling proof of concept exercises without the complexities
of CAPEX for compute resources
What are the key features and benefits?
Compute as a Service provides an accredited, secure and highly scalable compute platform
which offers the following benefits:
Feature
Benefit
On demand resources
You'll be billed by the hour for resources used, enabling significant cost
savings if VMs are turned off when not needed and restarted when they
are.
Rapid scalability
You can build and configure VMs within minutes via a secure self-service
portal; and add or reduce resources as needed.
Choice
You can configure the solution that is right for you and your application
with a range of service levels, VM sizes and licensing options.
Service desk
Access to a 24/7 service desk is included as standard with SLA-backed
response times.
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service definition
Feature
Benefit
Geographic diversity
The platform spans two UK data centres separated by over 100km. So
you can confidently architect solutions, knowing that applications and
services will remain available.
This enables you to support hybrid solutions requiring code migration and
browse down management as well as reducing the risk of data leakage.
Cross Domain
Security Zone
Disaster recovery
capability
One of the benefits of cloud technologies is the ability to handle system
failures. UKCloud’s Compute as a Service includes a number of out-ofthe-box solutions for DR, such as the ENHANCED service and inclusive
backups, as well as enabling customers to design their own DR solutions.
Industry standard
The platform is built using industry-standard cloud technologies powered
by VMware, giving you confidence in the stability and supportability of
your cloud solutions.
Why UKCloud?
UKCloud is a UK company founded in 2011. We are unique among cloud providers as we
maintain an exclusive focus on the UK public sector. We were one of the first G-Cloud
providers to successfully achieve CESG Pan Government Accreditation.
Our range of on-demand, pay-for-what-you-use cloud services with no minimum
commitment are suitable for OFFICIAL and OFFICIAL SENSITIVE (formerly IL0 through IL4)
data. They're delivered from two secure Tier 3 UK data centres separated by more than
100km, which are securely connected by dedicated high-bandwidth, low-latency CESGassured circuits, enabling synchronous replication.
We help public sector organisations lower their CO2 emissions through reduced energy
consumption, sustainable procurement and better hardware utilisation. UKCloud is a
CarbonNeutral® Company whose data centres have a low carbon footprint and low PUE
rating, and comply with the EU Data Centre Code of Conduct.
Security assurance
We offer our cloud services from UK data centres, operated by UK government securitycleared staff. Customers’ data is therefore not subject to foreign legislation or the risk of
international surveillance or disclosure.
Our services are designed and built with clear alignment to the 14 CESG Cloud Security
Principles that all UK public sector organisations use when assessing cloud-hosted
solutions. Our cloud benefits from extensive independent validation via certifications ranging
from international standards (for example, ISO 9001, ISO 27001, ISO 20000) to UK public
sector–specific standards (for example, PSN, N3/HSCIC).
Our cloud platforms are subject to regular, extensive IT Security Health Check (ITSHC)
CHECK Tests by independent, CESG-approved assessors to provide our customers with
confidence in the physical and technical security controls which have been implemented to
protect their valuable data assets.
Connectivity
Both of our UK data centres have resilient connections to secure UK government networks
such as PSN Assured, PSN Protected and N3, as well as large-scale, DDoS-protected
internet connectivity. We also make it possible for you to present your own connections
(such as direct connectivity into your MPLS, or inexpensive point-to-point connections via
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leased lines); and offer a Secure Remote Access solution that allows secure VPN access to
the Elevated OFFICIAL domain.
Flexibility
We offer simple products for delivering complex solutions, all designed to reduce security
risks without decreasing the flexibility of a cloud platform. Our differentiated, commoditised
products provide a choice of IaaS, PaaS and SaaS; service levels; virtual machine sizes;
and security levels.
We provide innovative solutions to further increase cloud flexibility, such as the Cross
Domain Security Zone which enables internet-facing Assured OFFICIAL applications to
connect to data stored within our Elevated OFFICIAL domain. This allows you to keep your
data safe, while letting citizens interface with the information they need.
Public sector partnerships
We have a committed team focused on identifying partners who understand the UK public
sector and have expertise in enabling and accelerating digital transformational projects.

Managed Service Providers (MSPs). Specialists in services relating to the design,
management and support of environments built within UKCloud’s cloud platform,
helping to reduce the complexities of platform management.

Systems Integrators (SIs). Organisations that fully understand UKCloud’s cloud
portfolio and are experts at bringing together individual cloud components to deliver
entire cloud-based solutions.

Developers and Independent Software Vendors (ISVs). Able to provide fully
packaged applications or SaaS solutions which leverage UKCloud’s secure cloud
capabilities.

Strategic Advisors/Consultants. For customers who require additional advice around
delivering solutions in the cloud, our consultancy partners and subject specialists can
help define strategy, develop action plans and create solutions.
What are the key technical features?
Underpinning the service is a range of features that make it easy to use and control. Using
the secure portal or API, organisations can:

Stop, start, clone and delete VMs

Manage firewall security rules and load-balancer policies

Reconfigure virtual hardware on the fly — changing memory, processors, network
and storage as needed

Set and control access, user profiles and capabilities

Upload their own VM images, applications and data, or select from UKCloud’s
catalogue of template-based standard OS configurations

Control the environment via an easy-to-use self-service portal or programmatically
through a documented API

Connect via a variety of networks: PSN, internet, N3, legacy networks and
HybridConnect options
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The service uses VMware vSphere as the hypervisor, giving customers the widest choice of
supported operating systems within their VMs, including a large selection of open source
platforms. It includes a virtual firewall as part of the service, outlined in the Technical
Requirements section of the Appendix. For more advanced or specific features, you can
deploy (and license) your own appliance.
Who is the service aimed at?
UKCloud Compute as a Service is flexible enough to enable organisations to achieve many
different business goals. Examples include:

Organisations wanting to consolidate or grow their existing infrastructure by migrating
to a secure cloud platform, significantly reducing the complexity and constraints of
traditional hosting models.

Organisations looking to quickly prove concepts but have been traditionally
constrained by complicated CAPEX or procurement procedures.

Organisations who want to complement their existing on-premises or private cloud
solutions by utilising ‘cloud bursting’ for limited periods when the demand on their
dedicated resources exceeds available capacity.
What are the service options?
Customers are advised to consider their requirements and how to design cloud-ready
solutions — we can provide help and architectural support as required, or introduce you to
one of our Partners if appropriate.
TEST & DEV /
ESSENTIAL
BASIC
STANDARD
ENHANCED
Typical use
cases
Short-term testing
and development
projects
Lower priority
workloads, such as
temporary
applications, data
processing or
system modelling
tasks
Digital or true
cloud
applications
designed for
failure
Short term pilots
and PoCs
When disposable
compute
resources are
required
Enterprise
and
production
environments
requiring the
additional
protection of
automated
backup
Solutions requiring a
highly resilient
environment with
continuous replication
of live VMs to a
second data centre in
real time
Enabling near-zero
RPO ability to help
customers with
disaster avoidance
plans
Service level
agreement
99.95%
99.99%
99.99%
99.99%
Compute
environment
location
Single UK data
centre
Single UK data
centre
Single UK
data centre
Dual UK data centres
Disaster
recovery
between data
centres
No
No
No
Yes
Performance
of VM
Contended
Uncontended
Uncontended
Uncontended
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TEST & DEV /
ESSENTIAL
BASIC
STANDARD
ENHANCED
Automated VM
backup
Optional
Not available –
please purchase
Standard
Included —
remote
Included — local and
remote
Storage
included (GB)
60
60
60
60
Storage
options
Standard
Optimised
Standard
Optimised
Standard
Optimised
Standard
Protective
monitoring
Included for the Assured and Elevated OFFICIAL domains at the hypervisor layer
and below
DDoS
protection
Specialist DDoS mitigation service included for services accessed over the
internet
[1&2]
[1] Standard storage [2] Micro VMs are limited to a 10GB storage allocation
UKCloud services can be deployed using a combination of the following:
Standard Storage
Optimised Storage
Cloud Storage
Overview
Scalable storage used by
the Compute services
Provides an enhanced
performance profile
Provides object-based
storage
Availability
Included as standard
Available on request and
subject to availability
Optional — purchased
through our Storage
offering
Use Cases
Systems with human
interactions
Solid state systems with
predictable work patterns
Data warehouses
Fast transactional
databases
Randomly executing
workloads
Consolidation of
multiple data sets
Multimedia storage
Archiving and backup
Options
The UKCloud Pricing Guide is a comprehensive catalogue of pricing. It includes all ancillary
service options available for use with UKCloud Compute as a Service. Ancillary options
include:
Operating systems
and software licences
Customers can choose to license certain software products through
UKCloud on the same retrospectively billed per hour/per month model.
This includes key operating systems such as Microsoft Windows and
Red Hat which are also billed per hour and added to your monthly bill.
Offline facilities to
support data
ingestion and
extraction
Data transfer facilities help with moving large data sets into or out of the
UKCloud platform that would take a long time over remote links.
This can be done by visiting our site, or through a remote data upload
facility delivered by UKCloud on behalf of the customer.
Cloud access service
Allows customers to host devices such as Hardware Security Modules
(HSM), CPA Foundation-Grade security gateways and WAN acceleration
devices to consume and manage VMs on the UKCloud Compute as a
Service platform to enhance the security and performance of cloud
solutions.
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Connectivity options
UKCloud’s cloud is resiliently connected to a variety of government,
public and private networks, including:
 DDoS-protected internet connections
 PSN-A (Assured) and PSN-P (Protected); customers can access
legacy GCF networks such as PNN and CJX utilising the PSN-P
connection.
 N3 — UKCloud is one of a small number of N3 aggregators
allowed to carry out compliance auditing on behalf of HSCIC,
removing reliance on third parties to get onto the N3
 HybridConnect — allows customers to install their own dedicated
leased lines into the platform
UKCloud’s data
centre interconnect
Used alongside a customer's own connectivity to add resilience to
connections between UKCloud's data centres.
Ideal for enabling customer-designed disaster recovery solutions, or
increasing connectivity resilience to meet internal connectivity targets.
Secure Remote
Access (SRA)
For customers not connected directly to the PSN-P looking to manage
(or those who have remote workers) solutions on the Elevated OFFICIAL
platform, UKCloud has introduced SRA to allow encrypted access over
the internet.
Cross Domain
Security Zone
For customers looking to develop solutions that span both UKCloud
platforms (Assured OFFICIAL and Elevated OFFICIAL). There are two
service options:
UKCloud managed. We provide a secure, scalable managed Cross
Domain Guard which supports structured and inspectable HTTP-based
data flows. This provides an immediately available multi-tenant Cross
Domain Guard to support simple use cases.
Self-managed. We provide self-service access to the Cross Domain
Security Zone so that customers can create their own cross-domain
solution using technology and application services of their choice. We
provide an assurance wrap by managing firewalls between the security
zones and ensuring customers use appropriate risk management to
understand and mitigate identified risks.
Dedicated Compute
Provides defined resources on dedicated physical hosts. As with our ondemand VMs, customers build, configure and manage their own
environments. This model enables customers to:
 License applications that require dedicated physical hardware
such as Oracle or Windows Desktop
 Deploy whatever VM size they want (up to the maximum
allowed) using the resources available in the resource pool
 Choose the resource contention between VMs to enable greater
flexibility between VM capacity and performance
Limited support for
shared disk
configurations
We recommend that customers implement application architectures that
are designed for cloud — these are typically loosely coupled, ‘shared
nothing’ architectures.
If customers have legacy applications or designs that need a shared disk
configuration, we can provide a limited service to meet this requirement,
through our Dedicated Compute option.
Support for
performance testing
and security testing
of customers'
solutions
UKCloud can provide support to allow customers to check the
performance, security and resilience of their platform.
This could include disaster recovery failover tests, IT security health
checks or vulnerability assessments.
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Premier Support
UKCloud offers a Premier Support service for customers who want
additional help to grow their UKCloud environment.
Premier Support provides a proactive service to improve customers'
solution design, and help with trend analysis and problem solving. It
includes access to a named Technical Account Manager (TAM) and
UKCloud’s in-house technical subject matter experts (SMEs).
The UKCloud Premier Support package includes the following:
 Customised training on the UKCloud platform and related cloud
concepts delivered on your premises
 Tailored workshops with UKCloud subject matter experts to
address specific concerns and issues
 A UKCloud representative will join your team and understand
your key deliverables, milestones and impediments
 Performance analysis and solution suggestions – including ticket
trend analysis and advise on rightsizing your solution
 Quarterly reporting & reviews
 Architecture reviews to help you optimise your solution for the
UKCloud platform
 Customer related Root Cause Analysis
 Direct involvement in UKCloud product development, including
access to private BETA’s (Customer Advisory Panel)
Data Transfer Facility
UKCloud recognises there are situations when managing systems or
transferring data over a Wide Area Network (WAN) is not viable, for
example when customers have insufficient network bandwidth or are
waiting for the installation of appropriately accredited connectivity.
In response to these challenges, UKCloud offers customers a room
where they can use the secure network connections between our
Farnborough office and our data centre.
Global Load
Balancing
To enable customers to direct internet traffic across multiple end-points
(which can be across different sites or different platforms).
UKCloud subcontracts this service to Neustar, global leaders in network
and security services.
This service requires a 12-month minimum term commitment.
Application-tuned
DDoS protection
Complements UKCloud’s platform-level DDoS protection with a domainbased service that can be more finely tuned to the profile of specific
applications and workloads.
UKCloud subcontracts this service to Neustar, global leaders in network
and security services.
This service requires a 12-month minimum term commitment.
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Pricing
Pricing for VMs provided by UKCloud is based on actual consumption, for example per VM
per hour, per GB per month. Total compute pricing depends on:





Service level
VM size
Security domain
Storage, backup and retention
OS and Application Licences and network connectivity
VM size
2GHz vCPU
RAM (GB)
Assured
£ / hour
Elevated
£ / hour
ENHANCED
STANDARD
BASIC
T&D and ESSENTIAL
Service level
The table below shows pricing for UKCloud VMs. To model a total cost of ownership,
customers may want to consider additional elements such as connectivity. Pricing for these
services are given in the UKCloud G7 pricing guide.
Micro
Tiny
Small
Medium
Medium High Memory
Large
Large High Memory
Tier 1 Apps Small
Tier 1 Apps Medium
Tier 1 Apps Large
Micro
Tiny
Small
Medium
Medium High Memory
Large
Large High Memory
Tier 1 Apps Small
Tier 1 Apps Medium
Tier 1 Apps Large
Micro
Tiny
Small
Medium
Medium High Memory
Large
Large High Memory
Tier 1 Apps Small
Tier 1 Apps Medium
Tier 1 Apps Large
Micro
Tiny
Small
Medium
Medium High Memory
Large
Large High Memory
Tier 1 Apps Small
Tier 1 Apps Medium
Tier 1 Apps Large
1*
1
2
4
4
8
8
8
8
8
1*
1
2
4
4
8
8
8
8
8
1*
1
2
4
4
8
8
8
8
8
1*
1
2
4
4
8
8
8
8
8
0.5
2
4
8
16
16
32
48
64
96
0.5
2
4
8
16
16
32
48
64
96
0.5
2
4
8
16
16
32
48
64
96
0.5
2
4
8
16
16
32
48
64
96
£0.01
£0.03
£0.04
£0.06
£0.14
£0.18
£0.35
£0.50
£0.70
£0.95
£0.02
£0.09
£0.12
£0.22
£0.35
£0.45
£0.75
£1.05
£1.39
£1.85
£0.04
£0.13
£0.18
£0.30
£0.43
£0.63
£1.00
£1.40
£1.80
£2.55
£0.24
£0.27
£0.32
£0.41
£0.65
£0.85
£1.55
£2.10
£2.65
£3.75
£0.02
£0.05
£0.06
£0.10
£0.18
£0.22
£0.35
£0.60
£0.80
£1.10
£0.04
£0.12
£0.15
£0.26
£0.40
£0.55
£0.90
£1.20
£1.55
£2.20
£0.06
£0.19
£0.27
£0.45
£0.65
£0.90
£1.50
£2.05
£2.60
£3.75
£0.32
£0.43
£0.51
£0.67
£1.05
£1.40
£2.30
£3.10
£3.95
£5.70
* 500MHz
** Micro VMs are limited to a 10GB storage allocation
Service description UKC-SVC-40, version 7.3
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Storage
(above
included
60GB**) £ /
1GB / month
Optimised
Storage (above
included
60GB):
£ / 1GB / month
Not available
Not available
£0.10
£0.35
Not available
Not available
£0.10
£0.35
Not available
Not available
£0.20
£0.45
14-day
backup
retention
£ / 1GB /
month ∆
28-day
backup
retention
£ / 1GB /
month ∆
£0.50
£0.75
Not
available
Not
available
Included
£0.10
Including
replication
and 14day
replicated
backup
£0.15
Not available
£1.10
Not available
∆ Storage agnostic
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When a VM is stopped, storage and backup charges are incurred at a pro-rated hourly rate
based on the monthly charge. This also applies to customer-specific template images,
clones and snapshots. When a VM (and associated storage) is deleted, no charges are
incurred. If you're reconfiguring or resizing a VM outside the pre-defined templates, pricing is
based on the next closest sized machine up.
Licensing
The standard terms and conditions from Microsoft state that if you want to run a Windows
Server operating systems in the cloud, you must license it via the Government Service
Provider Licence Agreement (G-SPLA). Microsoft Developer Network (MSDN) licences are
generally not permitted by Microsoft terms and conditions.
If you're licensing Microsoft Windows Server OS, Microsoft SQL Server or Red Hat
Enterprise Linux, the following licensing charges apply:
OS and Application Licences
Microsoft Windows
Server OS
VM size
Micro, Tiny VM
Small VM
Medium VM
Medium High
Memory
Large VM, Large
High Memory,
Tier One Apps
Microsoft SQL
Standard
Microsoft SQL
Enterprise *
Red Hat Enterprise Linux
Academic
£ / hour /
VM
G-SPLA
£ / hour /
VM
Academic
£ / hour /
VM
G-SPLA
£ / hour /
VM
Academic
per month
G-SPLA
Per month
Subscribe
through
UKCloud
£ / hour / VM
£0.002
£0.003
£0.005
£0.007
£0.013
£0.026
£0.008
£0.15
£195
£410
£0.04
£0.005
£0.026
£0.015
£0.076
Bring Your
Own
Subscriptions
No charge
£0.15
£0.29
£390
£825
£0.09
* Note that SQL Enterprise is bought on a monthly basis. You must report the quantity you need each month to UKCloud.
In addition, per VM Windows Standard Licences (for customers not eligible for G-SPLA
licensing) are available — bought per month, £20 per operating system environment.
Dedicated compute
To establish Dedicated Compute pricing, follow these steps:
Step 1: Choose backup and retention policies
Step 2: Choose number of Starter Packs and Upgrade Packs required
Step 3: Select OS and application licences
Please note:

You can buy a maximum of nine Upgrade Packs before you must buy another Starter
Pack

The lead time is a minimum of 10 days

The minimum term is 90 days

The cancellation notice required is 90 days

Storage is bought on a per-GB basis and is not dedicated
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ESSENTIAL/TEST&DEV/BASIC (excluding backup)
Type
Starter Pack
Upgrade
Pack
Specification
20 cores
300GB RAM
(usable)
20 cores
300GB RAM
(usable)
Assured
OFFICIAL
£ / Pack / Month
Elevated
OFFICIAL
£ / Pack / Month
BASIC Storage
(Primary storage only)
£ / GB / Month
Optimised
BASIC Storage
£ / GB / month
£9,000
£11,000
£0.10
£0.35
£4,500
£5,500
£0.10
£0.35
STANDARD (including backup)
Type
Starter
Pack
Upgrade
Pack
Specification
Assured
OFFICIAL
£ / Pack /
Month
Elevated
OFFICIAL
£ / Pack /
Month
STANDARD
Storage
(including 14day backup)
£ / GB / month
Optimised
STANDARD
Storage (including
14-day backup)
£ / GB / month
28 day
backup
retention
£ / GB /
month
£9,000
£11,000
£0.20
£0.45
£0.15
£4,500
£5,500
£0.20
£0.45
£0.15
20 cores
300GB RAM
(usable)
20 cores
300GB RAM
(usable)
Select OS and application licence if required
OS and application licences
Type
Starter
Pack
Upgrade
Pack
Red Hat Enterprise Linux (RHEL)
Subscribe through
Bring Your Own
UKCloud
Subscriptions
Per month
Microsoft Windows
G-SPLA Per month
Microsoft Windows
SPLA
Per month
£100
£150
£100
£50
£75
£50
No charge
Discount and purchase schemes
Customers can choose between four discount or purchase schemes:
Option 1: Commitment discount (available for all services except Cloud Storage and
Dedicated Storage)
Customers commit to spending a specific minimum amount each month for a minimum of 12
months. The discount level attained is based on the total spend committed.
To achieve the discount, the customer will fix a value that they will commit to spend for each
month of the term. This must be in a single PO with each month as a separate line item. As
customers can consume more than their committed amount each month, they must also add
an additional line item and value to cover any overspend. This must be part of the same PO.
If the customer has an existing contract, they need to accept a Contract Change Notice and
set the values as outlined above. If multiple contracts are affected, any changes will be
made via a Side Letter.
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PO value
Discount level
<£250K
0%
£250K–£499K
9%
£500K–£749K
13%
£750K–-£1,499k
16%
£1,500K +
19%

Individual projects or departments (billing entities associated with each monthly
spend) can be amended during the year through discussion with and agreement from
UKCloud; however the committed value cannot be reduced midterm.

Customers get a discounted rate for each month up to the set monthly figure only,
not for overuse.

At the end of each month UKCloud will do one of two things:
o
If the actual usage is above the committed value, UKCloud will take the value
from the monthly commitment line item and the remaining balance from the
overspend line item
o
If the actual usage is below the set value, UKCloud will bill the customer the
committed value

At the end of the 12 months, UKCloud will rebate the customer the value of the
applicable discount over the 12-month period minus any overuse for the last month;
for example, the invoice for month 12 is for the committed consumption plus any
overuse at standard prices with the potential for a 12-month rebate.

If the overspend PO line item value is spent before the end of the 12 months, the
customer must issue a top-up PO value for the remainder of the 12 months, or
increase their spend and commit to a further 12 months.

The customer will pay for any usage above the set amount at the standard rates.

The discount is set based on the committed PO value, not the actual usage.
Option 2: Annual subscription discount
Customers can gain a discount off the standard rates by subscribing to pay for VMs for a
minimum 12-month period. UKCloud will take the discount off the annualised hourly cost of
the VM which is payable in 12 equal monthly payments, regardless of actual usage.
Subscription period
Discount level
12 months
9%
Customers must specify the quantity of VMs (by VM size and service level) they wish to
subscribe to. The UKCloud billing system will automatically offset the cost of VMs which
exactly match the size and service level of the specified VMs. All other VMs and ancillary
services (additional storage allocated to subscribed VMs) will be billed at standard UKCloud
rates.
Worked example
If you know you'll consume a minimum of 20 Large, Assured OFFICIAL T&D/Essential VMs
for at least a year, you can make an annual subscription to those 20 VMs and receive an
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effective 9% discount. A Large, Assured OFFICIAL T&D/Essential VM costs £0.18 per hour,
therefore £1576.80 per year (£0.18 x 24 hours per day x 365 days), so 20 of these VMs
would usually cost £31,536 per year.
If you subscribe to these 20 VMs for a year, you'll get a 9% discount (£2838.24), reducing
the annual cost to £28,697.76, billed at £2,391.48 per month. In months where you use less
than 20 VMs, you'll still be billed £2,391.48. In months where you use more than 20 VMs, the
additional VMs will be billed at standard UKCloud rates.
Option 3: Large-scale High Performance Compute cluster discount
UKCloud can deliver the Tier 1 Apps Large VM with a significantly higher discount for
customers who have a persisting requirement for especially large-scale deployments. This
model is especially suitable for workloads such as High Performance Compute (HPC)
clusters.
In these cases, customers will be entitled to a discounted price of £0.40 per VM per hour,
subject to the following:

This is available at the BASIC service level only and on the Assured OFFICIAL cloud
platform

All VMs within the HPC cluster must exist within a single virtual data centre (VDC)
and within a single site

All VMs within the HPC cluster must be identically configured and programmatically
deployed

Two-year fixed term commitment

Minimum volume commitment (240 VMs / 1,920 cores)

Scale unit: 120 VMs / 960 cores

Committed Compute Spend is calculated as the number of committed VMs (for
example 240) x the number of hours in a two-year period (for example 24 x 365 x 2 =
17,520) x the discounted hourly rate (£0.40)

50% of the Committed Compute Spend must be paid upfront; the remaining 50% will
be invoiced equally over 24 months

Early Termination Fee: if the contract is terminated before month 24, the discount will
be forfeited and the customer will be liable for all hourly consumption up to the point
of termination invoiced at the non-discounted hourly rate

In addition to the Committed Compute Spend, a final balancing payment equivalent
to 20% of the Committed Compute Spend will be due at month 24 of the contract
Worked example
If you commit to 240 VMs for two years, you'll get a discounted price of £0.40 per VM per
hour for each VM, reducing the two-year cost to £1,681,920 (the Committed Compute
Spend). 50% (£840,960) will be billed upfront and £35,040 will be billed each month for 24
months. A final balancing payment equivalent to 20% of the Committed Compute Spend
(£336,384) will be billed at month 24.
If you know you'll consume a minimum of around 240 identical Tier 1 Apps Large, Assured
OFFICIAL, BASIC service level VMs for at least two years, you can commit to a minimum
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spend and receive a significant discount. Each VM of this size and type costs £1.85 per
hour, so 240 of them would cost £7,778,880 for two years.
Additional VMs above the 240 will be billed as per our standard catalogue pricing based on
consumption.
Option 4: Cloud credits
The Cloud Credits option allows organisations to purchase Cloud Credits upfront and
redeem them against UKCloud over a maximum two-year period. This allows organisations
to effectively commit their CAPEX or budget spend in advance, with monthly usage
deducted from the balance until depleted.

Every £1 spent on Cloud Credits equals £1 to be spent on UKCloud

The purchase of Cloud Credits can be made against any G7 Service Description, and
Cloud Credits are transferable between services.

Cloud Credits can be used for a single service or a combination of services or orders.

Any unused Cloud Credits at the end of the two-year period will be non-refundable.
Worked example
If you know you will consume at least £550,000 of UKCloud over a two year period based on
previous or projected usage, you may choose to pre-pay this amount. You'll receive a value
of £550,000 worth of Cloud Credits to be used against any UKCloud service over a
maximum two-year period.
You'll receive a monthly invoice, with payment automatically taken from your UKCloud Cloud
Credits, if available. You'll need to inform our finance department if you wish to make any
amendments to how your invoices are paid.
Is there a trial service?
UKCloud offers a 30-day free trial.
Free Trial conditions, as outlined in Appendix A of UKCloud's Standard Terms & Conditions,
apply.
What are the terms and conditions?
Please refer to the Terms and conditions document for full details.
The appendix at the end of this service description provides a service summary.
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Appendix
On-boarding and off-boarding
On-boarding
Upon receipt of a completed order form and
purchase order, within 4 normal business hours
UKCloud will create the customer’s Primary
Administrator account and send a Welcome Pack
which includes the URL for the UKCloud
Customer Portal and associated authentication
details.
The customer’s Administrator can then raise a
support request to add services. Via the Portal the
Administrator can create additional user accounts
and allocate roles and privileges for users within
their project.
As UKCloud has two UK data centres, a customer
can request to be deployed into a specific data
centre at the time of the order. Although it's
unlikely a request would ever be rejected, this
remains at UKCloud’s discretion.
Off-boarding
Prior to terminating the contract, the customer is
able to transfer all their data out of the solution
(for example, using the UKCloud portal to export
VMs).
When the organisation terminates its agreement
with UKCloud, UKCloud ensures all of the
organisation’s data is deleted.
Service management
As a true cloud service aligned to the NIST
definition of IaaS, the service is designed to be
self-managed via the secure online UKCloud
Portal or API, which provide common service
management functionality and address standard
requirements.
Customers procuring the UKCloud Premier
Support service will be assigned a Technical
Account Manager, who will conduct quarterly
reviews with the customer and provide services
such as ticket trend analysis and route cause
analysis for customer-specific issues.
For organisations that require a more managed
service, UKCloud works with a number of Partners
who can provide a Managed Service wrapper
around the UKCloud IaaS. UKCloud will be
pleased to make an introduction where
appropriate.
Service constraints
The UKCloud platform is engineered to be highly
resilient and can tolerate both unplanned
component failure and planned maintenance
activities. UKCloud is committed to frequent and
regular maintenance of the platform to ensure that
the service delivers the highest levels of security
and availability. The following conditions apply:
Compute as a Service
“Planned Maintenance” means any pre-planned
maintenance of any of the infrastructure relating to
the service. In accordance with our design
principles, Planned Maintenance will have no
impact on the availability of the VMs running on
the service. However, the Planned Maintenance
activity may result in short periods of degraded
service (for example, temporary performance
degradation). In such cases, UKCloud shall
provide affected customers with at least fourteen
(14) days advance notice of the Planned
Maintenance.
If during Planned Maintenance there is a loss of
availability to VMs on Compute as a Service, an
SLA event will be triggered, and for affected
customers this time shall be included in the
availability calculation and monthly service
reporting related to Compute as a Service.
“Emergency Maintenance” means any emergency
maintenance of any of the infrastructure relating to
the service. Whenever possible, UKCloud shall: a)
provide affected customers with at least six (6)
hours’ advance notice and b) carry out the
emergency maintenance between the hours of
00:00 and 06:00 (UK local time) Monday to
Sunday or between the hours of 08:00 and 12:00
(UK local time) on Saturday or Sunday unless
there is an identified and demonstrable immediate
risk to customer environment(s). Emergency
Maintenance may result in periods of degradation
or loss of availability depending on the nature of
the activity required.
If during Emergency Maintenance there is a loss
of availability to VMs on Compute as a Service, an
SLA event will be triggered. However, this time
shall be excluded in the availability calculation but
will be included in monthly service reporting
related to Compute as a Service.
UKCloud may use Neustar, Inc as subcontractor
for the Global Load Balancing or Applicationtuned DDoS Protection additional services.
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Customer Portal and API
Ordering and invoicing
“Planned Maintenance” means any pre-planned
maintenance of any of the infrastructure relating to
the administrative components of the services (the
Customer Portal and API). Planned Maintenance
activity may require short periods of downtime or
degraded service (for example, loss of ability to
manage or change the services via the Customer
Portal and API). In such cases, UKCloud shall
provide affected customers with at least fourteen
(14) days' advance notice of the Planned
Maintenance.
This service is offered subject to availability.
If during Planned Maintenance there is a loss of
availability to the Customer Portal and API, an
SLA event will be triggered. However, this time
shall be excluded in the availability calculation but
will be included in monthly service reporting
related to the Customer Portal and API service.
“Emergency Maintenance” means any emergency
maintenance of any of the infrastructure relating to
the services. Whenever possible, UKCloud shall:
a) provide affected customers with at least six (6)
hours’ advance notice and b) carry out the
emergency maintenance between the hours of
00:00 and 06:00 (UK local time) Monday to
Sunday or between the hours of 08:00 and 12:00
(UK local time) on Saturday or Sunday, unless
there is an identified and demonstrable immediate
risk to customer environment(s). Emergency
Maintenance may result in periods of degradation
or loss of availability depending on the nature of
the activity required.
If during Emergency Maintenance there is a loss
of availability to the Customer Portal and API, an
SLA event will be triggered. However, this time
shall be excluded in the availability calculation but
will be included in monthly service reporting
related to the Customer Portal and API service.
Training
UKCloud has created a number of videos, help
guides, manuals and FAQs to help train and
instruct users so that they get up and running
quickly and easily.
UKCloud also has a number of Partners who can
deliver additional services such as training,
support and managed services. UKCloud would
be pleased to introduce you to such Partners as
appropriate.
Customers of the premier support service will also
receive bespoke training to meet their needs —
either onsite or at UKCloud offices.
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Billing for the service is:

Via Purchase Order

At point of order for upfront fees

Annually in advance for pre-payment fees

Monthly in arrears for monthly fees
Payment can be made by direct bank transfer
(BACS/CHAPS).
Service lead time
Setting up a new account will typically be
completed within 4 hours from order acceptance.
(Dedicated Compute has a 10-day lead time.)
Once a compute environment has been set up,
customers have instant access to additional
compute and storage resources with no notice
period required. This is all managed by the
customer themselves.
Termination
Terms
At the point of termination, all customer data,
accounts and access will be permanently deleted,
and will not be able to be subsequently recovered
or restored.
Customers buying the Dedicated Compute option
have a minimum term of 90 days and a 90-day
notice period for cancellation.
Customers using the Large-scale High
Performance Compute cluster discount have a
fixed term of two years.
Customers using the Global Load Balancing or
Application-tuned DDoS Protection additional
services have a minimum term of 12 months for
these specific services.
Costs
With the exception of the Large-scale High
Performance Compute cluster discount, there are
no termination costs for this service. Customers
are responsible for extracting their own data from
the platform if required.
UKCloud may make an additional charge for
transferring data out of the service.
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Data restoration / service migration
Service Credit
T&D /
ESSENTIAL
service level
3% of the affected VMs
monthly spend
BASIC service
level
5% of the affected VMs
monthly spend
STANDARD
service level
10% of the affected VMs
monthly spend
Customer responsibilities
ENHANCED
service level
15% of the affected VMs
monthly spend

Customer
Portal and API
1% of monthly spend for
each 1% below service level
target or part thereof
For service migration, UKCloud allows existing
VM images built using VMware or a compatible
Open Virtualisation Format (OVF) to be migrated
to and from the platform via the UKCloud Portal.
In many circumstances, UKCloud can help
facilitate a bulk migration to the platform using
offline data ingest and extraction — please ask
UKCloud for details.
The control and management of access and
responsibilities for end users including
appropriate connectivity, security and
accreditation if required. If access is required
over Government Secure Networks such as
N3 or PSN, the customer is responsible for
adhering to the Code of Connection and for
assigning appropriate IP addresses from their
own allocation to their services hosted on the
UKCloud platform.

Management and administration of layers
above the hypervisor (OS patching,
application performance monitoring, user
administration).

As a core benefit of the cloud platform,
customers are expected to self-manage the
environment including provisioning,
stopping/starting virtual machines, AV,
patching, etc. If customers license operating
systems through UKCloud, they will have
access to update repositories.

Customers must be aware of the variable
nature of the billing based on usage.

The customer is also responsible for ensuring
that only appropriate data is stored and
processed by applications on this
environment, and that they comply with the
UKCloud Security Operating Procedures
(SyOPs) and other information assurance
requirements, such as Protective Monitoring
or as specified in UKCloud System
Interconnect and Security Policy (SISP) and
associated accreditation documentation sets.
Financial recompense model
If the service level falls below the stated
availability percentage (excluding Planned and
Emergency Maintenance periods), customers will
be eligible for Service Credits on affected VMs
only. Service Credits will be calculated as a
percentage of the fees for the affected services for
the monthly billing period during which the failure
occurred (to be applied at the end of the billing
cycle).
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Technical requirements
Customers will require appropriate network
connectivity such as internet access (Assured
Security Domain) or accredited connectivity such
as a government secure network (Elevated
Security Domain) to the UKCloud cloud platforms.
Connectivity via the internet, a government secure
network (PSN or N3) or private leased line is
available but may incur additional charges if
hosting of CPE routers is required — see the
pricing section for more details. Where they are
required, customers are responsible for procuring
and managing appropriate devices or software to
meet the requirement for data security over the
various forms of connectivity.
Customers can choose from a number of options
with UKCloud to access their environment
depending on their requirements. The list below
provides a guide to what is possible but
engagement with UKCloud may be required to
explain and validate further:
Assured OFFICAL — lower-security domain

Standard internet connectivity over common
protocols (HTTP, HTTPS, SSH)

N3 — for access to the Health and Social
Care community. You will need to
successfully complete the N3 Information
Governance Statement of Compliance
process

PSN Assured service — you need to be a
PSN Service Provider or an HMG customer
that has existing PSN certification

HybridConnect — private circuit solutions
including:
Open
o
CAS(T)-compliant connections
(leased line, MPLS)
o
Non-CAS(T)-compliant connections
(leased line, MPLS) using additional
CPA/PEPAS overlay encryption
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o
Site-to-site VPN using standardsbased IPSEC solutions
o
Dedicated fibre connectivity within
the UKCloud data centre
Elevated OFFICIAL — higher-security domain

Preferred connectivity is over a Government
Secure Network such as N3 or PSN
Virtual firewall
A virtual firewall is included in the service.
Customers can request additional instances of
this firewall but should note that each instance
has the following performance limitations.
Customers should consider deploying alternative
firewalls if needed.

Maximum SSL VPN sessions: 5
N3 — for access to the Health and Social
Care community. You will need to
successfully complete the N3 Information
Governance Statement of Compliance
process (additional controls may need to be
implemented to enable N3 access to the
higher-security Elevated OFFICIAL domain)

Maximum IPSEC VPNs: up to 64 tunnels

Maximum firewall concurrent connections:
750,000

Firewall performance: 7.2Gbps (this includes
traffic between tiers within the cloud
environment)

PSN Protected service — you need to be a
PSN Service Provider or an HMG customer
that has PSN certification

Maximum load balancer concurrent
connections: 6,000

Legacy GCF networks such as PNN, via the
PSN Protected service

UKCloud Secure Remote Access service

HybridConnect — private circuit solutions
including:

o
CAS(T)-compliant connections
(leased line, MPLS) using additional
CPA/PEPAS overlay encryption
o
Non-CAS(T)-compliant connections
(leased line, MPLS) using additional
CPA/PEPAS overlay encryption
o
Site-to-site VPN using standardsbased CPA-approved solutions
o
Dedicated bonded fibre connectivity
within the UKCloud data centre
o
Site-to-site VPN using CAPSapproved solutions (Ultra AEP
X-Kryptor)
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UKCloud Ltd
A8 Cody Technology Park
Ively Road
Farnborough
Hampshire
GU14 0LX
+44 (0)1252 303300
[email protected]
www.ukcloud.com
© UKCloud Ltd. 2015
All Rights Reserved.
UKC-SVC-40