UKCloud Limited (“UKC”) and Virtual Infrastructure Group Limited (“VIG”) (together “the Companies”) – in Compulsory Liquidation
On 25 October 2022, the Companies were placed into Liquidation with the Official Receiver appointed as Liquidator and J Robinson and A M Hudson simultaneously appointed as Special Managers to manage the liquidation process on behalf of the Official Receiver.
Further information regarding the Liquidations can be found here: https://www.gov.uk/government/news/virtual-infrastructure-group-limited-and-ukcloud-limited-information-for-creditors-and-interested-parties
Contact details:
For any general queries relating to the Liquidations please email ukcloud@uk.ey.com
For customer related queries please email ukcloudcustomers@uk.ey.com
For supplier related queries please email ukcloudsuppliers@uk.ey.com
Private Cloud Service Scope
About the service
This document describes the boundaries of the Private Cloud service, along with the responsibilities of both you and UKCloud to facilitate the installation and ongoing use of the service.
Our Private Cloud service is a single‑tenant (private cloud) compute and storage infrastructure hosted in either one of our data centres, to gain the benefits of our Assured and Elevated cloud platforms, or in your Crown Hosting Data Centre (CHDC).
This service is aimed at customers who require the perceived benefit of owning their own infrastructure.
We can provide Private Cloud on an all-inclusive basis, or alternatively we can supply the environment specification for you to procure your own hardware, which we'll install and maintain on your behalf.
Capturing your requirements
Before you finalise your order, your assigned Cloud Architect will finalise capture of:
Your end-to-end solution, including:
Backup and connectivity needs for Private Cloud
Standard multi-cloud platform needs
A forecast of your growth to right-size your infrastructure
Your requirements for either an All-Inclusive, UKCloud hosted, or Crown Hosting Data Centre (CHDC) hosted solution
Designing your solution
Your assigned Cloud Architect will design your solution based on your needs and you will be expected to confirm that the design meets your requirements.
This will include:
Protective monitoring
Check / ITSHC testing
99.99% service level agreement (SLA)
When you have accepted the design and provided a purchase order, we'll start to plan the installation, including allocating space in our data centres if applicable.
Design options
Your compute solution can be:
Based on VMware, OpenStack, Azure Stack Hub or Oracle
Located in either or both of our two sites - Farnborough and Corsham, or in a CHDC
In either our Assured OFFICIAL or Elevated OFFICIAL security domain
Connected via the internet, HybridConnect, Janet, HSCN, PSN, MCN or Secure Remote Access
Upfront deployment charges
You will be charged an upfront design and deployment fee before hardware is procured and installation is scheduled. See the UKCloud Pricing Guide for more information.
Installation
Your assigned project manager will coordinate the build activities and ensure end-to-end testing of your service.
During the installation, we'll integrate your cloud into our platform so that we can maintain your service once it has gone live.
Your service will be handed over to you when your project manager can confirm that the testing has proved successful and that you can provision VMs in your environment.
At this time, your service will be considered live and monthly billing will commence.
Maintaining your environment
We'll monitor the end-to-end solution for alarms, including your hardware issues and failures.
We'll perform routine maintenance and diagnostics and will liaise with your hardware maintenance provider where necessary.
If necessary, we'll coordinate the swapping out of any failed hardware and notify you of any service-affecting maintenance through our change control and notification procedures.
As your service needs grow, we'll work with you to coordinate the installation of any additional hardware and network requirements.
Your responsibilities
Your All-Inclusive responsibilities
Providing an initial forecast of your needs and regularly updating us to cover the minimum term, enabling us to provision your requirements when needed
Managing the performance of your workload by right-sizing your VMs and their usage
Raising Service Requests through the My Calls section of the UKCloud Portal when you need configurations implemented
Raising incident tickets if you experience any issues with your service
Giving us time to plan the installation of any additional hardware
Your UKCloud Hosted responsibilities
As per All-Inclusive plus:
Reviewing and agreeing to our recommended / suggested hardware design
Purchasing the hardware and network infrastructure based on an agreed specification
Arranging a service and maintenance contract for your hardware and authorising UKCloud as an authorised contact
Managing the performance of your workload and assigning UKCloud as an authorised contact
Agreeing with us on how to deal with hardware failures and associated removal and/or disposal
Perform capacity planning and working with us to plan and implement upgrades
Your CHDC Hosted responsibilities
As per All-Inclusive plus:
Arranging for CHDC capacity (such as power, space and floor strength) for your hardware
Reviewing and agreeing to our recommended / suggested hardware design
Purchasing the hardware and network infrastructure based on an agreed specification
Authorising UKCloud engineers to access your CHDC environment to install and support your infrastructure, for example your whitelist
Arranging a service and maintenance contract for your hardware and authorising UKCloud engineers to contact your suppliers
Arranging for connectivity between the CHDC and the UKCloud platform in line with UKCloud specifications
Agreeing with us on how to deal with hardware failures and associated removal and/or disposal
Performing capacity planning and working with us to plan upgrades
Supplying us with all network switches and cabling to connect to your environment based on our specification - or we can source these for you
Important CHDC considerations
You need to ensure that UKCloud control the physical access to the hardware in your CHDC environment. You must raise a Service Request via the My Calls section of the UKCloud Portal for anyone else requiring access to the hardware, with full details of the activities they wish to carry out. These requests are subject to our approval. This is to ensure that there is no disruption to your service.
We cannot be responsible for any service affecting issues resulting from non-escorted access.
Our responsibilities
Our All-Inclusive responsibilities
Working with you to design a solution that meets your needs
Ensuring the solution is installed, tested and ready for service before handing over to you
Monitoring your infrastructure and running diagnostics
Fixing any issues that arise in your infrastructure
Applying software patches and upgrades for you
Providing you with UKCloud Portal access so that you can spin up VMs
Providing you with visibility of capacity utilisation to ensure capacity planning can be effectively performed
Your assigned Service Delivery Manager (SDM) will attend any required service reviews and project progress calls that you need
Notifying you of any maintenance windows and agreeing a suitable time to implement
Our UKCloud Hosted and CHDC Hosted responsibilities
Working with you to design a solution that meets your needs
Supplying you with a bill of materials required for your infrastructure
Installing your infrastructure and carrying out successful testing before handing over to you
Monitoring your environment and running diagnostics
Fixing any issues that arise in your environment
Applying software patches and upgrades for you
Providing you with visibility of capacity utilisation to ensure capacity planning can be effectively performed
Managing any additional hardware installation
Attending any required service reviews and project progress calls that you need
Notifying you of any maintenance windows and agreeing a suitable time to implement
Environmental monitoring - for example power, temperature, humidity
Monitoring power distribution in CHDC - for example PDU
What we are not responsible for
We will not provide you with access to any management applications that we use to run and maintain your environment.
SLA excludes:
Deletion or modification of VM made by you
Any access provided by you to your user base that takes the compute system beyond its recommended performance and connectivity thresholds
Faults within external connectivity providers (for example internet, PSN, Janet or HSCN) and components co-located at UKCloud
Any connectivity between data centres that is out of our control
Any loss of connectivity or data including data corruption as a result of you or your suppliers installing new or additional capacity to the compute system
Any platform outages causing disruption to power and cooling
Any outages or disruption caused by non UKCloud escorted visits to your CHDC environment
To progress further
Contact your SDM to request more information or to place an order.
Feedback
If you find a problem with this article, click Improve this Doc to make the change yourself or raise an issue in GitHub. If you have an idea for how we could improve any of our services, send an email to feedback@ukcloud.com.