Service Description
Introduction
This Service Description describes, in general, the features of NTT’s Cloud Core Services for Microsoft Azure (‘Cloud Core Services’). Capitalised terms used but not defined herein have the meaning given in the Agreement (as identified in the corresponding Order for Cloud Core Services). NTT may amend this Service Description from time to time by posting an updated version at this URL or otherwise providing notice to Client.
Where indicated in this Service Description, certain features or functionality available through the Cloud Core Services will incur supplemental charges or fees (in addition to any corresponding Microsoft Azure consumption charges).
1 Cloud Core Services Summary
1.1
The Cloud Core Services are designed to provide migration and support services for Clients moving workloads to the Microsoft Azure platform and, more particularly, consist of the service elements set out below:
| Core Services Elements | |
|---|---|
| Reference | Description |
| 2.1 | Ongoing 24×7 Support |
| 2.2 | Migration Services, including: (a) Discovery (b) Planning (c) Migration (d) Testing & Cutover (e) Validation & Closure |
| 2.3 | Configuration of Microsoft Azure Features / Functionality, including: (a) Network (b) Backups (c) Monitoring |
| 2.4 | Post-Migration Support |
| 2.5 | NTT Services Portal |
| 2.6 | Cloud Threat Detection |
| 2.7 | Secure Connect |
2 Cloud Core Services Elements
The elements of the Cloud Core Services include:
2.1
Ongoing 24×7 Support: NTT will provide ongoing 24×7 support during both the migration of Client’s workloads to Microsoft Azure and, where Client procures the ongoing Microsoft Azure services through an order with NTT, the remaining duration of such order (or, if sooner, until the Order for Cloud Core Services is terminated). NTT will target a 30-minute response time for any incident that renders the Microsoft Azure services inoperative or causes a complete failure of the Microsoft Azure services (for which an effective workaround is not available) (each an ‘Emergency Incident’) that is reported to the relevant client support desk, and any failure by NTT to meet this target will be subject to the following terms:
| Service Level | Description of Service Level | Service Level Target |
| Response Delay for Emergency Incidents | The elapsed time between when you report an Emergency Incident to the relevant client support desks and when we contact you about that Emergency Incident. A Service Level Failure occurs when the elapsed time exceeds the Service Level Target. | 30 minutes or less |
The Service Level Credit for a Service Level Failure will be calculated as follows:
Service Level Credit = Service Level Credit Percentage x Charges Paid
Where:
Charges Paid is the monthly charges paid for the Microsoft Azure resources impacted by the Emergency Incident (in the calendar month during which such Emergency Incident occurred).
Service Level Percentage is determined by reference to the duration of the Service Level Failure using the following table:
| Response Time | Service Level Credit Percentage |
| 30 minutes or less | 0% |
| 31 minutes or more | 2% |
Service Level Credits are calculated each calendar month and may only be requested for the month in which they occur. Service Level Failures may not be caused by and Service Level Credits are not payable for Excusing Events (defined below) or suspension or termination of the Cloud Core Services under the Agreement. Service Level Credits are Client’s sole and exclusive remedy and NTT’s sole and exclusive liability for failure to meet the Service Level Target. For purposes of this clause, ‘Excusing Event’ means (a) Client’s acts or omissions or those of a third party for which Client is responsible (including failure to supply accurate, complete, and timely information when requested); or (b) any other act or omission of a third party that is not caused by NTT.
2.2
Migration Services: NTT will assist Client with the migration of the relevant workloads to Microsoft Azure through the performance of the following phases:
(a) Discovery: NTT will collect data concerning Client’s source cloud environment and validate the scope of the migration to Microsoft Azure.
(b) Planning: NTT will provide Client with a requirements document and execution plan (‘Migration Plan‘), which will be reviewed with Client.
(c) Migration: Following the Client’s acceptance of the Migration Plan, NTT will execute against that Migration Plan, including (as applicable):
(i) configuration of Client’s Microsoft Azure networks, backups, and monitoring (as each is set out in more detail in clause 2.3 below);
(ii) initial setup of Microsoft Azure cloud resources; and
(iii) the commencement of Client disk replication.
(d) Testing & Cutover: NTT will review the resulting Microsoft Azure environment with Client, turning it over to Client for acceptance testing.
(e) Validation & Closure: The Client will validate the accuracy of the migration to NTT and, after validation, will be responsible for decommissioning the resources on Client’s source cloud environment (unless Client authorises NTT to decommission such resources).
2.3
Configuration of Microsoft Azure Features / Functionality: Consistent with performance of the migration phase described in clause 2.2 above, NTT will assist Client with the configuration of the following Microsoft Azure features or functionality:
(a) Network: NTT will provide recommendations and, subject to Client’s acceptance, set up and configure those Microsoft Azure network components which can be configured using the Microsoft Azure self-service portal or API.
(b) Backups: NTT will configure and set up Azure Backup services on a Client VM in the Microsoft Azure environment if the corresponding VM in the legacy cloud environment is currently configured with backup or cloud server snapshot services. Client can request the configuration of email alerts of backup failures on an ongoing basis (subject to additional Microsoft Azure charges).
(c) Monitoring: NTT will configure the standard metrics of Azure Monitor in the Microsoft Azure environment. Additional metrics may require a Log Analytics workspace and will be subject to additional Microsoft Azure charges.
2.4
Post-Migration Support: NTT will provide additional post-migration support, including:
(a) access, upon Client’s request, to an NTT migration support specialist within 30 days of completion of Client’s migration; and
(b) the performance, upon Client’s request, of two live reviews of the overall performance and health of Client’s Microsoft Azure cloud environment within 6 months of completion of Client’s migration.
After the initial post-migration support, NTT will provide the general ongoing support set out in 2.1 above.
2.5
NTT Services Portal: After the initial technical discovery is performed, NTT will provide Client (and, as applicable, Client’s authorized administrators or users) with access to NTT’s proprietary online services portal (‘NTT Services Portal’). Through use of the NTT Services Portal, Client will have access to a summary of resources, as well as reporting and monitoring across Client’s Microsoft Azure environment.
2.6
Cloud Threat Detection: Unless Client informs NTT of its intent to opt out of the feature as part of the Migration Plan, NTT will, after completion of Client’s migration to Microsoft Azure, leverage its Global Threat Intelligence Centre to provide Client with a fully automated cloud threat detection capability based on the analysis of Microsoft Azure Network Security Group (NSG) flow logs. Threats identified with a sufficient level of confidence will be sent to Client as security incident reports, containing detailed descriptions of threats and generic recommendations for remediation. Enablement of this capability requires configuration of the necessary Microsoft Azure services for generation of NSG flow logs, the corresponding charges for which Client will be responsible (consistent with clause 3.1 below). For the avoidance of doubt, the cloud threat detection capability does not include access to NTT engineers or analysts.
2.7
Secure Connect: Unless Client informs NTT of its intent to opt out of the feature as part of the Migration Plan, NTT will enable Secure Connect as part of the Cloud Core Services. Secure Connect allows remote users to securely connect to Microsoft Azure resources within a network location or VLAN through an endpoint (‘EP’) within the Microsoft Azure environment. EPs directly connect to one of NTT’s remote access infrastructure locations worldwide and Client can provision and manage its EPs and users through the Secure Connect portal. Once access is configured by Client, users may then connect to the remote access infrastructure through use of a supported VPN client.
With respect to the Secure Connect feature:
(a) NTT will provision and maintain the Secure Connect remote access infrastructure, portal, and application for use within Client’s Microsoft Azure environment; establish the initial operator user account within the Secure Connect portal; and enable the VPN client for use within the Secure Connect remote access infrastructure; and
(b) Client is responsible for registering and deploying the Secure Connect application within its Microsoft Azure environment; deploying and managing all EPs; and configuring and managing operator rights and User access policies associated with its EPs.
Secure Connect is available in two plans, with the ‘Essentials’ plan being provisioned by default (unless Client opts out of the Secure Connect feature as set out above). Client can elect to upgrade to the Secure Connect ‘Plus’ plan through the Secure Connect portal.
Secure Connect is subject to additional charges, as set out at Secure Connect Pricing. In addition to the direct charges corresponding to Client’s use of Secure Connect (as set out at the pricing page referenced above), Client is also responsible for any additional Microsoft Azure charges associated with its use of Secure Connect (including any additional infrastructure or bandwidth costs resulting from the provisioned EPs).
3 Additional Terms
3.1
For the avoidance of doubt, Client’s access to and usage of the Microsoft Azure services in connection with the Cloud Core Services will, at all times, remain subject to the applicable agreement through which Client procures its Microsoft Azure services (including, without limitation, all terms of use and pricing terms including therein).
3.2
Client acknowledges that:
(a) the configuration and functionality of the Microsoft Azure environment implemented as part of the Cloud Core Services will have an impact on the consumption charges applicable to Client’s use of the Microsoft Azure services and it is Client’s responsibility to review and understand the pricing terms applicable to the Microsoft Azure services;
(b) NTT will, in connection with the delivery of the Cloud Core Services, be making recommendations and providing advice based on Client’s source cloud environment and other information communicated to NTT by Client, but all final decisions regarding the configuration of Client’s Microsoft Azure environment and the details of the Migration Plan (including cutover and/or decommissioning dates or criteria) will be the sole responsibility of Client; and
(c) any dates or deadlines set out in the Migration Plan (or otherwise stated by either party) are estimates only and, unless otherwise expressly agreed time will not be considered of the essence.
3.3
Without limitation to any reservation of rights by NTT in the Agreement, all intellectual property rights in and to the Cloud Core Services, including materials developed, used or created by or on behalf of NTT in relation thereto (including, without limitation, the NTT Services Portal, Migration Plan and associated templates, reports, diagrams, instructions and similar materials) are owned by (and will remain the property of) NTT or, where applicable, its licensors.