HP Enterprise Services UK Ltd

G Cloud
Lot 3 SaaS

Lot 3
SaaS

Visa Management as a Service

(VMaaS)

HP Visa Management as a Service (VMaaS) Visa Management is a

full suite of modular and service oriented applications designed to
securely manage biometric visa applications & biometric identities,
centrally review and approve applications, personalize & issue
visas, eVisas and resident permits and store the Visa Applications in
a centrally available National Visa Information System (N-VIS).
These applications are designed for use at embassies, consulates, outsourced Visa
Application Centers (VAC), and other visa-issuing locations (e.g. Visa on Arrival) and
HQ and involved agencies. The system provides an interface to be integrated into new
or existing Border Management Systems and features a convenient visa web portal for
starting the visa application directly from home over the internet. The service is
delivered by HPs Agile Delivery Services, HPs Enterprise Virtual Private Cloud
Services and Gemaltos Visa Management System (Coesys).

Service Overview
The Visa Management Service provides the infrastructure,
network connectivity, software and delivery services to
effectively manage, end-to-end, all VAC and DOC centers
throughout the world as Software as a Service (SaaS) with all
the required resiliency expected of a critical national service.
The service components provide the following functional
benefits: Distributed Services for an end-to-end solution;
Database LookUp and History Concept; Passport Capture
and Verification; Face Capture and QA; Iris Capture and QA;
Fingerprint Capture and QA; Signature Capture and
Processing; Demographics Capture; A4 Document Capture /
Archive; Summary and Receipt Print; Approval Service;
Service Denial / Control (Watch) List Checks; Printing
Service; Issuing Service; External Interfaces and Visa
Management Web portal.
HP Enterprise Cloud Service Virtual Private Cloud Services
(ECS-VPC) offers the benefits of cloud computing whilst
meeting enterprise-class requirements for security,
performance, and availability accredited at IL3.
These Services consist of the provision of physical or virtual
servers, related storage, software and other resources,
configuration and support services, to host the application
development services and eventual production service.
HP provides two differing service packages utilising the
following Lot 3 (SaaS) deployment models:

Visa Management as a Service Development (Dev

and Test) Private Cloud - provides Agile Delivery
Services to rapidly configure the solution utilising 8
staff for 8 months across 4 sprints. ECS VPC Service

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About HP
HP is the right technology
and service provider to
empower you to effectively
manage the IT and business
challenges organisations face
today. HP will bring this
delivery capability to support
G-Cloud customers through
an unsurpassed portfolio of
services that provides:

Agility with EnterpriseGrade Cloud Computing

Security, reliability, and
control of private cloud
options with flexibility
and scalability of public
cloud options
Highly automated and
fast service provisioning
and decommissioning
HPs commitment to
customer satisfaction
and service excellence.

Contact Us
ukpsframework.response
@hp.com
+44 (0)141 814 4001

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G Cloud
Lot 3 SaaS
is a virtual (multi-tenant) deployed from HPs Private
Cloud (IL3) provided from HPs data centres to host
the development software

Visa Management as a Service Runtime (Live

Service) provides the ability to host the developed
software in a Live Production environment within HPs
Private Cloud ECS VPC Service which is a virtual
(multi-tenant) Private Cloud (IL3). Production
scalability and performance will depend upon the
Customers precise requirements to transform the
service. The Live service is priced on application and
it is envisaged that this will be accredited to IL3, six
months after the introduction of the Development
(DEV) service.

HPs ECS-G VPC Service hosted on physical or virtual

services in HPs industry-leading next-generation data
centres offers:

SLAs

Scale-up and scale-down capacity

Capability to meet a customers security and

compliance requirements.

Information Assurance
HP VMaaS is ISO/IEC 27001:2005 certified and protected by a solution that features
security provisions across all technology layers.
HP VMaaS has implemented numerous physical security measures, firewalls and
routers, access control lists, operating system hardening, and other processes.

Strong password policies

Two-factor authentication for network devices

Controlled access to database or system passwords

Each data centre is equipped with physical protection such as such as video
cameras on all access points and along the perimeter, key card access and ID
cards, visual identification by 24/7 security personal. All visits must be
prearranged, otherwise access is denied

The data centres used to provide these services have ISO 27001 accreditation. HP has
designed them to be suitable to IL4 processing, and will work with CESG through the
G-Cloud Pan Government Accreditation Process.
Information Level

Date Accredited

Forecast Accredition Date

N/A

N/A

N/A

6 months from call off

4/5

N/A

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G Cloud
Lot 3 SaaS

Service Deployment
Service Deployment to DEV/TEST
HP will provide one instance with Test (TEST), provisioning the infrastructure for the
service, including network, hardware, and software that is necessary to support the
application.
HP will provide monitoring of the application and infrastructure 24 x 7 using industryleading system monitors for availability and 2nd and 3rd line support.
HP will provide an Agile Delivery Team (8 staff) to configure and develop the services
using an 8 month duration with a series of 4 sprints.

Service Deployment LIVE

HP will provide Production (LIVE), provisioning the infrastructure for the service,
including network, hardware, and software that is necessary to support the application.
HP will provide monitoring of the application and infrastructure 24 x 7 using industryleading system monitors for availability and 2nd and 3rd line support.
HP will provide a price on application to migrate configuration and data into a the live
service environment and to stand up the suitable environment for resilience and
scalability needs.

Connectivity
HP can support PSN and GSI network connectivity, and will manage all networking
infrastructure within HPs data centre. Depending upon the connectivity required, the GCloud customer may incur additional hardware, software, and services costs to
establish network connectivity. This will be identified on the Order Form and agreed
prior to service commencement.
While many customers connect to HP VMaaS through the internet with no special
requirements, some customers Information Security policies require that all traffic to go
through a VPN.
Customers may choose between the following options:

Establish the VPN over the internet and HP SaaS data centre, HP SaaS to
manage, maintain and owned the VPN device on the SaaS side and customer
to manage, maintain and own the VPN device on his side

Establish the VPN over the internet and HP SaaS data centre, while both VPN
devices are owned, supplied and maintained by the customer.

Licence Management
HP provides software licences for the application and infrastructure as a bundled cost
together with the VMaaS excluding middleware and database. There is no requirement
to purchase perpetual licences. The licences are only valid for the duration of the
contract with the option to renew. The VMaaS service fees differs for DEV
environments versus LIVE.

Dependencies
HP ECS-VPC Service provides Burst resources. It allows a customer to quickly flex
server and storage resources up and down to meet their business needs in both DEV
and LIVE services. The customer commits to base and peak capacity and only pays for
the resources used within that range as described in that service with the same
onboarding, change in services, offboarding, service management, backup/restore and
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G Cloud
Lot 3 SaaS

archive Data Files (Excluding Databases which is an option, Data Loss: Limited HP
Responsibility, Disaster Recovery, Service Levels and Credits, Service Levels, OneTime Service Charges (Agile Delivery Services and ECS-VPC Services),
disengagement, minimum service terms as described in the ECS-VPC Service.

Training
Can be provided via the GDS framework at SFIA rates with price on request.

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HP Enterprise Services UK Ltd

G Cloud
Lot 3 SaaS

Joining the HP Cloud Family

Onboarding
Customer enquiries and Call-Off Contracts should be directed to the HP UKPS
Framework Management Centre by emailing ukpsframework.response@hp.com.
Upon acceptance of the Call-Off Contract, HP will provide the nominated G-Cloud
customer with a simple Service Request Form to capture the required order details.
Delivery of the service will commence on a date that is mutually agreed.
Transition prices (including data migration), unless stated, are not included within the
core pricing as the G-Cloud customer, dependent on their business requirements, can
choose a number methods of implementing the G-Cloud Service either by choosing to
synchronise the move with upgrades to applications or rollout of new capability.
HPs consultants can assist with the definition of G-Cloud Service architecture to make
sure your transition runs smoothly and without disruption. These services are available
via HPs Lot 4 Offerings on CloudStore.

Changes in Service
HP recognises the G-Cloud customer needs to be able to easily and flexibly change
capacity within the HP Cloud Service.
Changes can be administered via a formal Change Control process as agreed between
HP and the customer. Depending on the scope and size of the change, HP will produce
a scope and pricing framework within an agreed period of time.

Offboarding and Disengagement

Beginning ninety (90) days before the Call-Off Agreement is scheduled to expire, or
promptly following issuance of a termination notice, the parties shall have the following
responsibilities.
HP will:

Give periodic notice to Customer of pending expiration or termination of the

Call-Off Agreement and cessation of Service.

Upon request, HP will hand over the set of defined deliverables for the service
engagement, including any work in progress.

Upon request, if Customer has obtained optional backup service, HP will restore
Customer Data to the Customer designated server or storage within the HP
environment (at additional cost, including HPs then-current standard Charges
for restores, as well as normal Charges, pro-rated on a per diem basis for
additional days of operation required to restore and retrieve backups). Such
requests must be submitted within thirty (30) days after expiration or termination
of Call-Off Agreement.

Over-write all storage media (including backups, if any) after (i) receiving
Customers notice that Customer Data have been removed or, if no such notice
is received (ii) expiration of thirty (30) days from expiration or the effective date
of termination. Thereafter, Customer Data will be permanently erased without
further notice to Customer.

Give Customer notice that all operating systems and storage media have been
erased and that all access to the HP network and HP Cloud Services has
ceased.

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G Cloud
Lot 3 SaaS

Customer will do all of the following in a timely manner:

Pay the charges due as set out by HP for the work delivered.

Provide a receipt for the delivery of the defined service deliverables.

Remove all Customer data and Customer software and notify HP.

Request that HP remove Customers domain names from the Enterprise Cloud
Service (ECS) domain.

Disconnect from the HP data centre.

Details of any Trial Service available

A demonstration of the offered Service(s) and a Proof of Concept environment are
available upon request.

Service Management
HP Enterprise Service Management consists of standard, scalable processes, teams
and secure multi-tenant tools enabling IT service management provision based on the
ITIL framework.
As part of the Onboarding Process, and on receipt of the Customer Call-Off Contract,
HP will determine the service assurance elements required to address specific support
requirements to either enhance or compliment existing support functions within the
customers organisation.
Our end-to-end IT service management framework underpins every aspect of HP IT
services, consisting of the following components:

Incident Management

Capacity Management

Problem Management

Service Level Management

Change Management

Asset Management

Release Management

Event Management

Configuration Management

Financial Management

Service Request Management

Client Access and Reporting

Service Catalogue Management

Cross-Supplier Integration

Availability Management

HP's Standard Reference Architecture (SRA), the integrated implementation of the HP

service management tool set and HP global processes. It includes all the people,
processes, tools and technology required to deliver quality services within a consistent,
secure and global IT services delivery model which complements our G-Cloud
Services.

Backup/restore and Archive Data Files

(Excluding Databases)
HPs G-Cloud offering for VMaas includes the following backup strategy as standard:

Differential daily backups of G-Cloud Customer data

Weekly full backups of G-Cloud Customer data

Retention of backups for thirty (30) days

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G Cloud
Lot 3 SaaS

Upon request, restoration of the G-Cloud Customers files from backups (at
HPs then-current standard rates)

Upon request, provide backups to the G-Cloud Customer for archival purposes
(at HPs then-current standard rates).

Archive service includes, in addition, and at additional cost:

Encryption and off-site storage of the foregoing backups

Retention of file backups for thirty (30), sixty (60), or ninety (90) days, as
Customer may specify

Upon request, provide copies of data to Customer for its archival and other
purposes (at HPs then-current standard rates).

Customers using these services for Customer-managed servers must install and
configure backup software.

Data Loss: Limited HP Responsibility

HP assumes no responsibility for restoration of lost or corrupted data or applications,
other than restoration from then-current backups maintained by HP to the extent that
Customer chooses optional backup, archival and recovery services (as described
above).

Disaster Recovery
HP offers extensive Disaster Recovery capability for tailoring to specific Customer
requirements, and can work with the Customer to develop a detailed DR strategy. Any
DR strategy that is put in place will be in addition to the base pricing of this offering.

Service Constraints
Not applicable to this service.

Service Levels and Credit

Service Levels
Service Levels are measured and reported from the time servers are made available for
Customer use. Service Credits may be assessed for Faults beginning within the first full
calendar month thereafter. Service Credits are not assessed for partial months,
although Service Levels may be reported for partial months.
HP will provide monthly reports of Service Level performance and applicable Service
Credits, if any, including relevant calculations.
Service Levels will be based on those for the Microsoft Dynamics ERP application
covering availability and 2nd/3rd levels support arrangement.
Description

Availability

Infrastructure Uptime

99.5%

Level 2 Application Support

(e.g. platform/database support and maintenance)

8x5 GMT (English

language)

Level 3 Application Support

(e.g. application changes)

8x5 GMT (English

language)

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G Cloud
Lot 3 SaaS

Service Credits
HP does offer Credits for under performance against SLAs. These are dependent on
volume, risk and value and so are negotiable.

Supporting Information

HP Standard Commercial Terms and Conditions to be used

Acceptable Usage Policy

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