OVERVIEW

IndonesianCloud Compute.Cloud, a VMware Hybrid Cloud powered Data Center Solution is a web-

based Infrastructure as a Service “IaaS” solution. Compute.Cloud combines multi-tenancy of the

same physical infrastructure with logical separation between clients to provide a dedicated compute

and storage operating environment that leverages IndonesianCloud’s data center security services.

The Compute.Cloud Infrastructure is fully redundant and configured for automatic failover. The

Compute.Cloud Infrastructure consists of

Data Center Services

Server hardware, SAN Storage, network devices, and hypervisor software used to provide

the clients virtual datacenter environment.

INDONESIANCLOUD COMPUTE.CLOUD INFRASTRUCTURE

The Compute.Cloud infrastructure consists of the following components: virtual infrastructure,

network, compute, and storage.

Virtual Environment

Each client has a logically-isolated virtual datacenter segregated by a virtual firewall. The following

functionality is included within each VDC.

Firewall – Supported rules include IP 3-tuple configuration with IP and port ranges for

stateful inspection for TCP, UDP, and ICMP

Network Address Translation – Separate controls for Source and Destination IP addresses, as

well as TCP and UDP port translation

Dynamic Host Configuration Protocol (DHCP) – Configuration of IP pools, gateways, DNS

servers

VPN Tunnels – Compute.Cloud supports IPSEC-compliant VPN tunnels to a client VPN

termination point. The client is responsible for providing the IP address of the VPN

termination point of the VPN tunnel.

Compute Capacity

vCPU – a thread or processor cycle of the physical processors of the environment. For

example a 2vCPU virtual machine would provide use of 2 concurrent threads or cycles of the

processors at a speed of no less than 2Ghz per vCPU.

vRAM – Virtual system memory on the physical infrastructure.

Storage is accessible from the client’s IndonesianCloud Compute.Cloud VDC or Virtual Data

Center. See Storage Options for details on storage configurations.

Networks

NIC – each Virtual Machine is configured with at least one virtual NIC and can be connected

to the client’s Compute.Cloud networks.

Networks – Clients are provided both internal and external networks. Internal networks are

non-routable and only accessible by the client. Internal networks can be connected to

external networks.

External networks are routed or directly connected to the Internet, providing connectivity

outside the Compute.Cloud environment.

Public IPs are available to be allocated to any virtual machines that needs to be accessed via

the Internet.

Storage

IndonesianCloud Compute.Cloud provides SAN-based storage as a component of the Compute.Cloud

Service, and is available in either Premium or standard performance.

Premium

Used for high performance and high I/O applications and databases and other

mission critical and performance sensitive applications.

Standard

Suitable for development and test workloads or other applications which do not

require intense or heavy disk IOPS.

IndonesianCloud provides the hardware, software, connectivity, facilities, systems administration,

problem management, and maintenance associated with the storage system. The client owns and is

solely responsible for any client data maintained within the storage system.

IndonesianCloud monitors 24x7x365 for the following events:

Storage availability

Available capacity

Excessive write errors

ACCESS SECURITY

Compute.Cloud clients have the ability to automate the setup, configuration and administration of

virtual servers and network topology within their own Virtual Data Center. With the ability to

implement role-based access controls, a client administrator can create user accounts with specific

privileges ranging from full administrative privileges to read-only access.

VIRTUAL MACHINE CONFIGURATIONS

With Compute.Cloud, clients have the ability to configure their virtual machines as follows:

Each virtual machine, including disk storage, networking, CPU and RAM, can be configured

to run a full operating system and multiple applications.

Clients can change their virtual machine hardware settings at any time:

vCPU: between 1 – 32 cores, each of 2Ghz performance

RAM: between 1 GB and 255 GB RAM

Disk: allocations of up to 2TB per virtual drive

Drives: Up to 60 drives per virtual machine

Clients can build their virtual machines with up to 1 external network interfaces and 5

internal network interfaces to enable advanced multi-tiered networks, including firewalls,

load balancers and server tiers with different security rules.

Clients have the ability to import their own existing virtual machines and configurations or

build new operating system installations from scratch.

Clients can expose or “publish” individual virtual machine ports, individual URLs or the entire

virtual machine to the Internet.

Through the use of virtualization software and/or server partitioning, IndonesianCloud will provide

the client with the use of CPU cycles, system memory and storage within a physical infrastructure,

based on the configuration selected.

Optionally (for an additional fee) IndonesianCloud provides full Managed Support for the virtual

machines.

INDONESIANCLOUD COMPUTE.CLOUD DATA CENTERS

IndonesianCloud’s delivers Compute.Cloud infrastructure from two data centers located in

Indonesia. One datacentre (Equinix) is a Tier 4 certified facility, and the other datacentre (IDC) is a

Tier 3 designed facility.

Each data center is located in a locked room, accessible only via keycard access to a restricted subset

of IndonesianCloud personnel. IndonesianCloud clients may receive a tour of a IndonesianCloud data

center, but are not allowed physical access to the servers/equipment.

Each data center is configured with:

Raised floors

Proactive fire detection and suppression systems

Redundant air handlers supported by redundant chillers

Uninterrupted Power Supply (redundant) and diesel generation capacity sufficient to

operate the facility at full load, even with the loss of a single unit (N+1 or greater)

Physical security measures typically including exterior proximity sensors and closed circuit

surveillance

DATA CENTER NETWORK SERVICES

Standard Network Infrastructure

IndonesianCloud provides the data center network infrastructure required to host the

compute.Cloud service. Clients are provisioned on a leveraged, multi-client, network infrastructure

environment.

The components of the Standard Network Infrastructure (SNI) include:

Routers – IndonesianCloud provides redundant managed routers throughout the SNI.

Switches – IndonesianCloud provides redundant managed switches throughout the SNI. It is

a high-end service designed to supporting complex switches. This service supports numerous

network segments (VLANs) per switch.

Management Infrastructure – IndonesianCloud provides internal management functionality

via a management network within the SNI through the data center firewalls and/or private

VLANs (PVLANs). IndonesianCloud monitors and manages the entire SNI environment.

IndonesianCloud monitors 24x7x365 for the following events:

Network element interface status

Network element hardware environmental status

Abnormal routing configuration changes

Network element CPU utilization

Network element interface utilization

Network element memory utilization

Hardware and interface errors

Data Center Internet Connectivity

IndonesianCloud’s Data Center Internet Connectivity service consists of the installation and

management of ISP network connections to the data center via redundant network routers and

switches.

As part of provisioning the Data Center Internet Connectivity service, IndonesianCloud provides the

following services:

Circuit capacity management from IndonesianCloud’s ISP suppliers

High availability and Redundant connectivity

Anti-spoofing configuration

BGP configuration including AS number administration

Monitoring and alerting

Border Security Services

The following sections describe the data center-level security services that IndonesianCloud provides

as part of IndonesianCloud Compute.Cloud.

Denial of Service Prevention Services

IndonesianCloud’s anti-DDoS technology inspects traffic entering the Compute.Cloud

environement looking for common denial of service attack patterns, including both “low and

slow” and bandwidth saturation attacks. When attacks are identified, the anti-DDoS

technology takes immediate corrective action to temporarily block the sending machine

network IP address.

Network Intrusion Detection Services

IndonesianCloud’s Network Intrusion Detection Services (NIDS) technology examines

unencrypted traffic entering and leaving the Compute.Cloud environment from the data

center Ingress/Egress point looking for attack patterns that match against a database of

known attack “signatures” in a similar fashion to anti-virus.

MONITORING SERVICES

IndonesianCloud Compute.Cloud includes 24x7x365 predictive alert and fault monitoring for the

Compute.Cloud Infrastructure. Clients will be notified of all service-impacting conditions in

accordance with Event Management procedures.

CHANGE MANAGEMENT

A change is any action to the Compute.Cloud infrastructure which, when taken, alters the system

configuration or the current state of the client’s existing Compute.Cloud environment — whether it

is an upgrade, modification, or addition.

IndonesianCloud’s Change Management process involves a formal review of each proposed change

by a cross-functional team of managers and/or technicians who are responsible for approving the

steps for all qualified change-control activities. This approval process is part of a checks-and-

balances approach to make sure that appropriate planning has taken place and proper advance

notice has been given to all parties before the change activity begins.

EVENT MANAGEMENT

As part of the services provided to every IndonesianCloud Compute.Cloud client, IndonesianCloud

uses a comprehensive Event Management process for detecting, reporting, addressing, resolving,

closing and preventing problems impacting service. When a service event or problem occurs,

IndonesianCloud’s primary goals are:

To resolve the problem and/or return to an operational state in the minimum time possible

To provide timely notification and ongoing communications with the client’s

technical/management personnel

To work with the client to identify any remaining issues and institute corrective/preventive

measures

TICKET CENTER

Clients can report problems by opening tickets through the IndonesianCloud Cloud helpdesk Portal.

IndonesianCloud provides clients with a Web-based customer service system that is integrated into

the workflow and ticketing tool that IndonesianCloud’s support teams utilize for problem

management and service requests. Ticket Center gives clients the ability to create, update, and

search ticket history. This feature provides a real-time Web-based channel for understanding and

servicing the client’s environment.

SERVICE LEVEL AGREEMENTS

The IndonesianCloud Compute.Cloud Service Level Agreements (SLAs) provides clients with defined

service credits in the event that IndonesianCloud fails to meet stated performance metrics.

IndonesianCloud offers Availability and Response Time SLAs.

Availability SLA

Availability means that the client can access its IndonesianCloud Compute.Cloud virtual Data Center

environment. Availability will be based on a client’s cumulative outages over a calendar month.

The Availability TARGET SLA for Compute.Cloud is 99.90% uptime; the Availability GUARANTEE SLA

for Compute.Cloud is 99.50% uptime.

Response time SLA’s

Response time SLA’s (otherwise known as “Time to Respond” which does not include Resolution)

assures all clients are entitled to a credit if IndonesianCloud fails to meet response times defined by

severity level. Only severity 1 (system down), and severity 2 (major impact) events are subject to

response time SLAs. Severity 3 and 4 are responded to on a best effort basis.

Severity 1

Complete loss of infrastructure connectivity or server functionality.

IndonesianCloud will Respond within 15 minutes from the initial alert or receipt of the ticket

Once IndonesianCloud has confirmed that a Severity 1 event has occurred, IndonesianCloud

will notify the client of the issue within 15 minutes from the initial monitoring alert.

Severity 2

Degradation of performance for any infrastructure component that has a material adverse

effect on the site’s performance

IndonesianCloud will Respond within one (1) hour from the initial alert or receipt of the

ticket

Once IndonesianCloud has confirmed that a Severity 2 event has occurred, IndonesianCloud

will notify the client within one (1) hour from the initial monitoring alert.

Severity 3

Single member of redundant unit or circuit has failed, but there is no impact on end users or

any degradation of service

Severity 4

A service request that is not a problem

CREDITS AND REMEDIES

If in any month Service availability or performance is less than the stated availability guarantee,

IndonesianCloud will issue a service credit for the next month of 1 day’s hosting for every hour the

Service is unavailable in the relevant month.