Private Cloud for Microsoft Dynamics CRM

Your Application Uptime.Managed. Maximised. Guaranteed.

Comprehensive platform and managedservices solution built on Insite’sindustry-leading Private Cloud

Total managed solution comprising dedicated Private Cloud and afull suite of operational support and risk management services

Enables clients to focus on revenue generation and competitiveadvantage by managing the risk of application failure

Guarantees application uptime as high as >99.95%*

No capital costs and no worries about finding and retaining highlyspecialised IT skills

Also delivers significant operational cost savings†.

*>99.95% for ‘High Availability’ infrastructures, >99.9% or >99.5% for other infrastructures. **Service credits are part ofeach customer’s Insite SLA. †Compared with the cost of an in-house, on-premise infrastructure and support operationand compared to running business-critical Dynamics CRM on an unmanaged Public Cloud platform.

Insite Private Cloud forMicrosoft Dynamics CRMwith unique application uptime guarantee

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When it really matters, trust InsiteWhile other Cloud and Managed Service providers only guarantee operating system availability, Insite delivers clear,no-nonsense contractual guarantees of application uptime to meet your business-critical needs.

We offer three levels of application uptime guarantee:

We can work with you to determine which level is most appropriate and cost-effective for your business operations.Please call 01892 686 000 for advice.

What is a managed Private Cloud forMicrosoft Dynamics CRM?

Insite Private Clouds for Dynamics CRM include both theprovision and expert support of items highlighted in bluetext in the diagram below.

The comprehensive scope of Insite’sPrivate Cloud

The client’s CRM implementation partner takes care of thecore CRM application, while Insite provides and managesthe IT infrastructure and underlying Microsofttechnologies on which CRM depends.

In addition, Insite works proactively with the CRMimplementation specialist to maintain optimal application performance.

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The Insite managed Private Cloud is a complete off-premise solution that delivers significant value-add inthe form of a full set of operational support servicessitting on top of a superior, state-of-the-art Platform thatcombines dedicated (not shared) IT infrastructure andexpert technical support for optimal applicationperformance and availability.

The solution is hosted at Insite’s Tier 3 UK data centre andincludes infrastructure rental, 24/7 proactive monitoring,24/7 operational support and secure hosting servicesrequired to successfully deploy Microsoft Dynamics CRM.

Unique, guaranteed solutionThe Insite Private Cloud is a high-performance, fullymanaged and guaranteed solution, as opposed to thepartial platform-only solutions typically offered by otherCloud providers. Our services can be flexed up or downon a quarterly basis and typically have a minimumduration of five years.

Insite is unique in guaranteeing application uptime of>99.5%, >99.9% or >99.95% depending on the platformspecification agreed with the client.

What is a managed Private Cloud forMicrosoft Dynamics CRM?Insite’s managed Private Cloud enables its clients to leverage the power ofMicrosoft Dynamics CRM and focus on core business activities whilst benefitingfrom cost savings and Insite’s unique application uptime guarantee.

Private Cloud benefits

Guarantees applicationuptime as high as >99.95%

Clients have peace of mindand can concentrate on theircore business as Insite takestotal responsibility for theavailability and performanceof Microsoft Dynamics

CRMClients do not have toprocure hardware or softwareas Private Cloud fees includeeverything required tosuccessfully deploy MicrosoftDynamics CRM

Clients do not have to worryabout hardware obsolescenceor costly refresh cycles

Clients have access to a teamof experienced specialistsensuring that IT resourcesnever become a bottleneck

Insite delivers all on-goingsupport as described in detailin our Key Features section,pages 6-11.

Why consider PrivateCloud for MicrosoftDynamics CRM?Many organisations start their experience of CRMusing a Public Cloud such as CRM Online. However,as additional features are developed, performanceoften deteriorates and the constraints of a PublicCloud solution become all too readily apparent.

Insite’s Private Cloud for Dynamics CRM is theobvious choice for organisations that haveoutgrown CRM Online who require the freedom todevelop functionality to exactly suit their needsand a system that consistently delivers optimumperformance and reliability.

To get the best from Microsoft Dynamics CRM it isimperative that:

• It is deployed using a fit-for-purpose platformcomprising correctly specified hardware, software andnetwork connectivity

• Those responsible for its support have detailedknowledge of Microsoft technologies on which CRMdepends and interacts, such as Windows Server 2012,SQL Server 2014 and SharePoint 2013

• A robust SLA is in place, which includes guaranteedapplication uptime (not just OS availability), responsetimes, fix times and problem escalation when necessary.

Most internal IT departments have the capability todeliver a wide range of general support, but lack the in-depth expertise required to effectively support complexapplications like Microsoft Dynamics CRM.

Insite’s Private Cloud comprehensively addresses theserequirements and manages the risk of application failure.

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The perfect fit “Technically Insite is extremely capable and highlyqualified, and their broader Microsoft skills made a big difference. They also have a similar culture and values to us, so we felt very comfortable with them.” IT Infrastructure Manager, Tarmac Building Products

Tarmac Building Products is the UK’s leading supplier of heavy buildingproducts and is part of Tarmac, the UK's leading sustainable buildingmaterials and construction solutions business

How Insite’s Private Cloud manages the riskof critical system failure

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Insite’s Private Cloud is a fully managed solution which managesbusiness risk. As such, it provides major business benefits overCRM Online Public Clouds. Our comparison diagram below clearlyshows the benefits.

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* Depending on the platform specification agreed with the client.

Key features of Insite’s Private Cloud for Microsoft Dynamics CRMExpert SupportInsite has a deep understanding and considerableexperience of the technologies on which MicrosoftDynamics CRM depends, such as Active Directory,ADFS, IIS, SQL Server, SQL Reporting Services, SQLAnalysis Services, SharePoint Server, and Windows Server.

As importantly, we have an unrivalled knowledge ofhow Microsoft Dynamics CRM interacts withtechnology platforms, which reduces incidentresolution times to a minimum.

Service Level AgreementInsite operates a robust, dependable SLA that guaranteesapplication uptime for Microsoft Dynamics CRM.

Application AvailabilityInsite guarantees and achieves monthly application uptimeof >99.5%, >99.9% or >99.95% for Microsoft DynamicsCRM.*

Response and Fix TargetsThe table above details the response and fix targets forInsite Private Cloud services.

Disaster Recovery (Extra cost option)Insite guarantees the following for Disaster Recoverysystems:

• Recovery Time Objective (RTO) as low as four hours forour premium service.

• Recovery Point Objective (RPO) of less than five minutes.

Issues can be logged by phone, emailor through the Insite support portal.Incidents are prioritised and assigned tothe appropriate resolver group 24/7

24 x 365 Service DeskInsite provides a 24/7 Service Desk where IT-related issuescan be logged. Issues can be logged by phone, email orthrough the support portal. Incidents are prioritised andassigned to the appropriate resolver group 24 hours a day.

the appropriate resolver group 24/7

* >99.95% offered for ‘High Availability’, resilientinfrastructure deployments with no single points of failure

Priority Definition Response Fix Cover Time Time Hours

CRITICAL Complete application failure or major 30 minutes 4 hours 24 x 365(P1) disruption to normal business operations

HIGH Partial application failure or a fault which affects all users at a single 2 hours 6 hours 08:00 to 18:00(P2) location causing significant disruption to business operations Monday to Friday

MEDIUM A fault that affects a workgroup with little 4 hours 10 hours 08:00 to 18:00(P3) effect on normal business operations Monday to Friday

LOW A fault that affects individual users that does 8 hours 16 hours 08:00 to 18:00(P4) not have any impact on normal business operations Monday to Friday

QUICK Password resets, thin client 15 minutes 30 mins 08:00 to 18:00ASSIST session resets, etc. Monday to Friday

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24 x 365 Monitoring and AlertingAn acute awareness of application and system health isrequired to deliver market-leading standards of support.Insite uses a best-of-breed toolkit to continuouslymonitor application performance and the platforms onwhich applications are dependent.

User Experience MonitoringInsite utilises Dynatrace Synthetic Transaction Monitoringto continuously monitor application performance andmeasure the end-user experience at 10 minute intervals.

A benchmark is established by measuring the duration ofMicrosoft Dynamics CRM logins. Thereafter, 24/7 alerts areraised if a login process fails to complete or if login timesexceed the benchmark by 30%.

Server MonitoringInsite employs SolarWinds Server & Application Monitor(SAM) to continuously monitor server thresholds andWindows services on which applications are dependent.24/7 alerts are raised if thresholds are breached or ifservices become unavailable.

SAM is integrated with HP Systems Insight Manager (SIM)and raises 24/7 alerts if hardware components fail orwhen error conditions occur.

Network MonitoringCisco Prime is deployed to monitor Insite’s Cisco Nexuscore switches and edge switches. 24/7 alerts are raised ifoperational thresholds are exceeded or if error conditionsmanifest on any network port.

Windows Event Log MonitoringPower Admin from PA Server Monitor is used to identifyand alert on Windows event log errors, drawing attentionto individual problems before they compound intosomething more disruptive.

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Key features continued

Synthetic Transaction Monitoringcontinuously measures the end-userexperience at 10-minute intervals toensure that application performancebenchmarks are maintained All infrastructure is monitored 24/7 in

granular detail using best-of-breedsoftware. If thresholds are breached orerror conditions are detected, alerts areraised automatically

Security/Compliance

SIEM/Protective MonitoringSecurity Incident and Event Management, or ProtectiveMonitoring, greatly enhances an organisation’s awarenessof cyber threat by alerting on attacks in real time. Insiteutilises LogRhythm SIEM 2.0 to provide the followingstate-of-the-art protection:

LogRhythm automates compliance with ISO 27001, PCI-DSS, SOC-2 and IL3 by using a powerful threatanalytics / log correlation engine to audit tamper-proofcopies of security logs, from servers and securityappliances, in real time. Alerts are raised if a suspiciouscombination or sequence of events is detected.

Vulnerability AssessmentsInsite uses Security Center Continuous View from TenableNetworks to provide quarterly vulnerability assessmentsof Private Cloud infrastructure.

Malware, out-of-date software, missing updates andpatches are identified and classified as Critical, High,Medium or Low vulnerabilities.

Security AccreditationsInsite is ISO 27001:2013 accredited by the UnitedKingdom Accreditation Service.

Insite is also Impact Level 3 (IL3) certified by the CabinetOffice to host confidential Government systems andapproved for connection to the Public Services Network(PSN). In addition, Insite is Cyber Essentials PLUS certifiedin accordance with the UK Government standard developedas part of the UK’s National Cyber Security Programme.

Secure Infrastructure HostingProduction infrastructure is hosted at Insite’s Tier 3 datacentre located in Kent.

Disaster Recovery infrastructure is hosted at a Tata Tier 3data centre located in Buckinghamshire.

Secure Internet ConnectivityMicrosoft Dynamics CRM can be securely accessed usingthe Internet. Non-stop Internet access is assured by:

• High capacity, multi-homed Internet connectionsfrom different Internet Service Providers

• Clustered EAL-4 firewalls, which comprehensivelyprotect all infrastructure under management

• Cisco Intrusion Detection Sensors, which protectagainst complex attacks, automatically killingconnections if suspicious activity is detected

• Clustered Netilla SSL platforms, which provide securebrowser based access to Citrix or Terminal Serverdesktops for any authorised user with an Internetconnection

• Tenable Passive Vulnerability Scanner, whichcontinuously monitors network traffic to eliminateblind spots by identifying vulnerabilities and threatsin real-time.

Server Patching/UpdatesInsite is responsible for applying hot fixes, securityupdates and service packs within a maintenance windowagreed in advance.

Significant updates and service packs are tested inadvance, using isolated test environments, before theyare applied to production infrastructure.

Feature Threat

File Integrity Monitoring Zero hour virus infections

Registry Integrity Monitoring Unauthorised changes by malware or malicious persons

Security Log Alerting Attempts to gain unauthorised access to systems

Behaviour Anomaly Detection Brute force attacks

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Key features continued

Application Performance ReviewsInsite undertakes capacity planning to identifybottlenecks and to propose system upgrades required tomaintain optimum application performance.

Windows performance counters are used to assessworkload and capacity of server infrastructure. SQL ServerDynamic Management Views are used to identify missingindexes, blocks, deadlocks and slow SQL code.

Insite works with application partners to permanentlyresolve application performance issues.

SQL Database AdministrationInsite is responsible for all SQL database administrationincluding configuration and daily validation ofmaintenance plans and backups. Daily or weekly SQLmaintenance plans manage hourly transaction logbackups, full backups, integrity checks and database re-indexing.

Change ManagementInsite takes responsibility for all changes to productionplatforms. Insite uses ITIL best practice to ensure thatchanges are made in a controlled way to minimise therisk of business disruption.

Change Requests include a regression path and areauthorised by both parties before being scheduled for implementation.

Shared Storage and BackupInsite provides shared storage required by highavailability SQL database clusters. Shared storage isprovisioned using high performance 3PAR 7440 arrays,configured with solid-state disks drives (SSD). Storagearrays are connected to servers using fibre channel toguarantee consistent, optimum application performance.

Insite’s Enterprise backup services utilise HP DataProtector and high capacity Ultrium tape libraries. Tapelibraries are connected to storage arrays using fibrechannel to facilitate high-speed ‘fabric’ level backups and restores.

Server Rental

High Availability Virtual ServersInsite provides high availability VMware virtual machineson a monthly rental basis, in a range of processor andmemory combinations.

To ensure consistent application performance, Insite doesnot contend virtual server resources. The ratio of virtualprocessors deployed to processor cores available ismaintained at 1:1. Many cloud providers assume an‘acceptable’ contention ratio of 3:1 when specifyinginfrastructure which results in variable applicationperformance, especially at peak times.

Physical ServersVirtual servers only have sufficient resources and diskthroughput to cope with SQL database workloads up to60 concurrent users. This figure reduces significantly ifBusiness Intelligence or other Reporting applications arein use.

For this reason, Insite includes physical SQL databaseservers in the majority of Microsoft Dynamics CRM PrivateCloud deployments.

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Key features continued

To provide consistent, optimumapplication performance, Insiteincludes physical SQL databaseservers in the majority of CRMPrivate Cloud deployments

10 reasons to engage Insite

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Ownership - Insite takes total

responsibility for application uptime and

performance enabling its clients to focus

on revenue generation and competitive

advantage by leveraging the power of

Microsoft Dynamics CRM

Business-critical ethos -

we understand the need for Microsoft

Dynamics CRM to be constantly available;

highly pro-active support is focused on

application uptime as well as

infrastructure maintenance

European leader forhosted MicrosoftDynamics CRM solutions -

Insite is a Private Cloud and Managed

Services Specialist, and a European leader

in the hosting of business-critical

applications

Guaranteed applicationuptime of >99.5%,>99.9%% or >99.95% - Insite

is unique amongst Cloud providers in

offering this SLA-bound guarantee

Secure - ISO 27001:2013 accredited by

the United Kingdom Accreditation Service.

IL3 and Cyber Essentials Plus accredited by

the Cabinet Office and UK Government

Deep skills and matureprocesses - highly demonstrable,

market-leading pedigree with Microsoft

Dynamics AX, SunSystems and other

business-critical applications dependent on

Microsoft SQL Server

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Trusted partner “Insite represents a safe pair of hands. Theirexpertise and resources assure the availability ofevery system we use, and I know I can rely on themfor anything IT-related.” Head of IT, GLL (Greenwich Leisure Ltd)

GLL is the largest operator of public sports and leisure facilities withinLondon, managing over 130 centres across the region

State-of-the-art PrivateCloud - consisting of 3PAR high

performance storage arrays supporting a

hybrid of physical and virtual servers

dedicated to the exclusive use of each client

Stress-free support -

Insite’s Private Cloud ensures that IT

personnel never become bottlenecks and

clients do not have the bother of recruiting,

training and retaining expensive IT resources

Cost effective - compared to

procuring infrastructure and retaining skills

in-house, Insite’s Private Cloud can provide

costs savings of up to 30%

Passionate and effective -

Insite is an agile business with an

exceptional pool of technical talent. We are

passionate about what we do and take the

utmost care of our clients. Most importantly,

we do not suffer from the apathy often

associated with our peer group.

Insite Ltd.

Insite Data Centre,

Unit 21, Chapman Way,

Tunbridge Wells,

Kent TN2 3EF

www.insite-europe.co.uk

Telephone+44 (0)1892 686 000

Emailenquiries@insite-europe.co.uk

Copyright © 2016 Insite Corporation. All rights reserved. Issue 2016-06

Get to know Insite, theapplication uptime people

Why Insite? It all comes down to a single word: trust.

Major organisations trust Insite to guarantee the availability of themission-critical ERP, CRM and Finance applications on which theirreputations, revenues and profits depend.

That’s because we guarantee application uptime — and we alsomonitor and measure application performance and the userexperience 24/7. And all as part of our standard solution. (OtherCloud providers typically guarantee operating system availabilityonly as part of their standard offer and charge a considerablepremium when an application uptime guarantee is required.)

With our 20-plus years’ experience, expert teams and our ownstate-of-the-art UK data centre, you can trust Insite to maximiseapplication uptime for your business-critical systems. Guaranteed.

Call us now on 01892 686 000.

*>99.95% for ‘High Availability’ infrastructures, >99.9% or >99.5% for otherinfrastructures. **Service credits are part of each customer’s Insite SLA.

8327

ISO27001:2013

Member of SN Registrars (Holdings) Ltd