Cloud Service Overview

Contents
1. Service Overview

3

2. Cloud Transformation

4

2.1 Service Levels

2

3. Service Level Agreement

7

4. Monitoring

8

5. Incident Management and Support

9

6. Cosnumption monitoring and invoicing (cloud.config Portal)

11

7. Security and Governance13

8. Business Continuity / Disaster Recovery

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9. Azure Service Matrix

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1. Ser vice Over viewcloud.config allows companies to take advantage of the power of Microsoft Azure as well as the expertise ofFIXER to tailor the cloud environment to business needs. This makes it possible for businesses to focus on value
creation from core competencies while assuring that their cloud is optimized for performance, cost management,governance and security. 

cloud.config delivers the essential services and support that provide flexibility to grow and adapt cloud services
according to business needs. This process begins with an assessment of the current state and builds up aroadmap given business strategy and goals.

The cloud.config process: 

O

Implementation Plan

Environment
Architecture

24/7/365 Monitoring

Primary Incident

Technical AccountManagerResponse`

cloud.config portal

Confirmation of normal

Technical Account ManagerA dedicated tool to check Azure

environment, incident reporting

operation as first response to(TAM) to assist resolving tickets

consumption and cost, provided

via email.

incident.

submitted by clients, including

to aid clients in cost optimization

for troubleshooting, technicaland billing management.

Confirm client requests and plan

Speedy architecting of Azure

Automatic monitoring of clients

Azure architecture accordingly.

environment relying on theProposal for optimal system

expertise of professionals in theconfiguration andcloud.config team.

quality assurance, etc.

implementation notes.

CustomiOptimization

Operation
peration

Assessment & Architecture

zed quotation based on client needs

Basic Ser vice Level

Optional Ser vice

Optional Ser vice

Optional Tool

In addition, FIXER offers a range of services to assist with the smooth operation of a client’s business in financial,security, and administrative respects. 

Payments-on-behalf-of client

Domain Registration

SSL Certificate Management

Payment on behalf of client for

Implementation and management

Total support for website domain,

Total support from generation ofcloud consumption to Microsoft &of security solution DeepSecurity

from purchase to setup.

CSR to purchase of SSL certificate

Issuing invoice to client at later

to detect & prevent intrusions.

date.

3DeepSecurity

2. Cloud Transformation
FIXER specializes in cloud transformation. This is the process by which the cloud is fitted to a specific businessobjective and architected for growth potential. Depending on an organization’s needs this can include migration
to the cloud, architecture validation, architecting for growing demand or new business functions, agile cloud
deployment, as well as disaster recovery. FIXER provides services that range from the assessment of current
environments, Azure migration, and managed services using a combination of industry-standard tools andproprietary FIXER tools.

Migration Service4

2.1 Service Levels
Clients can choose service levels corresponding to their needs. 

FreeStandard

Hyper Monitoring Service Enterprise

Hyper Monitoring Service✓ 24/7 Automated Monitoring (Zabbix)

Hyper Monitoring Service✓ 24/7 Automated Monitoring (Zabbix) 

✓ 24/7 Automated Monitoring (DeepSecurity)✓ 24/7 Automated Monitoring (Zabbix) 

✓ 24/7 Automated Monitoring (DeepSecurity)

Managed Services✓ 24/7 Automated Monitoring (Akamai) ✓ 24/7 Automated Monitoring (AzureMonitor, Datadog

Expert Engineer AccessExpert Engineer AccessDynatrace, etc.)✓ Private Access Screen✓ Private Access Screen✓ Primary Troubleshooting

Expert Engineer Access✓ Technical Account Manager

Multiple Insights✓ Private Access Screen✓ Primary Troubleshooting✓ Operating Status Report (English ver.)✓ Technical Account Manager 

Multiple Insights✓ BCDR (RPO 15 min, RTO 1 hr) *3✓ Operating Status Report (English ver.)Multiple Insights✓ Operating Status Report (Japanese ver.)✓ Optimization proposal (including latest Azure use cases)✓ Regular report meeting✓ Support various audits

Monitoring & response levels are defined as follows: • 24/7/365 Automated Monitoring (included with all service agreements) 

o Using custom FIXER templates, incidents are classified into 5 categories of severity and  automatically reported via email to clients. 

• Incident First Responseo FIXER implements primary restoration measures for incidents according to the standard operating procedure (SOP) and reports to clients via email. 

• Advisory Consulting o Specialist engineer available to assist with root cause detection of incidents, reconfiguration of processes & servers as needed. Submission of monthly reports. (Engineer availability: weekdays 10:00 

– 19:00 JST) 

• Technical Account Manager (TAM) o Detailed monitoring of cloud environment & performance with consideration of business impacts. 

Analysis of root cause for all incidents. Reconfiguration of processes & servers as needed. Monthly hands-on meeting to report on activity, latest Azure news, use cases, and answer any requests. (24/7 availability) 

5

Operation
SupportTeamAvailability
24/7/365

Dedicated ServiceEngineerSystemOperations
AdvisorManagerConsultant

24/7/365 Monitoring✓–––Primary Incident Response✓✓––✓––✓✓✓Workday daytime*

Advisory
Technical Account Manager✓✓

Each service level is supported by a team making sure that clients’ requests and incidents are managed as per
their Service Level Agreement.

6

3. Service Level Agreement
The cloud.config services are delivered according to the Service Level Agreements (SLA) and Service Level
Objectives (SLO).

Services provided using Microsoft Azure Platform default to Microsoft’s SLA, as do network uptime and server
availability. 

(For details, see: https://azure.microsoft.com/support/legal/sla/) 

The SLA also governs the level of access and the response time of our experts.

At the highest level, SLAs define and establish response times for incidents, events, and root cause resolution.
More information on the handling of incidents, escalation and response times of experts is provided in theIncident Management section below. 

Priority Level

7Time to Start ProcessingValidation(Decide the responsible person)

P1 - Highest< 30 Minutes< 4 Hours

P2 - High< 60 Minutes< 1 Day

P3 - Middle< 4 Hours< 7 Days

P4 - Low< 1 Day< 2 Weeks

P5 - Lowest< 7 Days< 1 Month4. Monitoring
cloud.config employs a combination of Azure-native monitoring tools as well as FIXER’s purpose-built monitoring
suite (part of the cloud.config Management System) to give visibility into the status of cloud deployments. Virtualmachine availability and infrastructure configurations are monitored and logged 24/7 with proven tools &processes. 

As soon as FIXER’s 24/7 monitoring tool detects any anomaly in a client’s service(s) and/or infrastructure, it
automatically triggers the following: a. Automated phone calls to the responsible service desk personnel as per a pre-defined service call matrix. 

b. An incident entry to FIXER’s ITSM service desk tool. 

FIXER’s automated monitoring process ensures proactive incident management support for its clients. 

Application-level monitoring with Dynatrace.

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5. Incident Management and Support
Incidents are events where service has been interrupted and the restoration thereof is the primary objective.
When an incident occurs, cloud.config supported by FIXER’s expert staff will discern and address root causes in atimely and prioritized manner. Incidents are classified according to business impact and urgency. This process isgoverned by the SLA and relies on the cloud.config Management System to make sure incidents are handledconsistently for optimal service.  

Incident Types & Definition
Event9Description

Irregularity / Trouble

・Irregular functioning of hardware/software or message output deviating from normal operation ・Notices of threshold exceeding or irregular flags that do not revert to normal ・Other events judged interruptions by the operations teamOperational mistake / incorrect response

・Operational mistakes or incorrect replies made by the operational team to clients

Security Incident

・Detection of cyber attack ・Detection of data breachComplaint

・Receipt of complaint from client as defined by operational manualIncident Priority

Urgency

Impact123

4

No real harm (multiple alerts)

Reduction in trust (irregularities in redundantconfigurations)

Impact on performance (Slow response)

System / service
unresponsive

1. No external impact.

P5 - Lowest

P5 - Lowest

P4 - Low

P3 - Middle

2. Some impact on business
operations. Light external
impact.

P5 - Lowest

P4 - Low

P4 - Low

P3 - Middle

3. Impact on multiple business
operations. External impact.

P4 - Low

P3 - Middle

P3 - Middle

P2 - High

4. Wide disruption of regularbusiness activities. Large
external impact.

P4 - Low

P3 - Middle

P2 - HighP1 - Highest

Severe Incidents: Severe incidents are those with a “P2 - High” or “P1 - Highest” priority rating. Reporting ofsevere incidents follows the below rules. According to agreements in the SLA/SLO, the primary response to severe
incidents is as follows: Reporting at the occurence of severe incidents
Reporter

Reporting toiscoverer of the incident

Responsible person for service management provisionImmediately upon discovery

dministrator for service management

Within 3 minutes of discovery

D

Responsible person for service management provisionimingTA0

he responsibility for handling severe incidents lies with the responsible person for service management
provision.
TManagement of incidents is escalated according to priority levels in eeping with protocols set out in the SLA.
k

In addition to the handling of incidents, service re uests are handled using tic eting in the cloud.config
anagement System outlined above.
qM

10k

6. Consumption monitoring andinvoicing (cloud.config Portal)
The cloud.config Portal is a FIXER original tool that provides granular insight into service consumption via intuitive
dashboards and visualizationsg.  

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The cloud.config Portal is highly customizable and allows administrators to provision access privileges for a variety
of users, including both internal stakeholders as well as customers.

Alerts can be set to easily track budgets, keeping users informed of important consumption events and ensure
usage limits are not crossed. 

Consumption patterns can be analyzed to identify ways in which to optimize costs for particular businessobjectives or deployments. 

Consumption can be split into multiple accounts and invoices can be generated directly from within thecloud.config Portal for simple, speedy and accurate billing of customers.

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7. Security & Governance
It is important for organizations to strike a balance between leveraging the flexibility of Azure and ensuringcontrol through security and governance. 

cloud.config makes it easy for organizations to set security and governance policies and maintain enforcement as
cloud deployments become increasingly sophisticated. By centralizing the administration of policies, operational
consistency is maintained across an organization. This supports automation and helps to avoid reduce
uncontrolled consumption leading to cost savings. 

Security is managed through the proven Deep Security solution produced by Trend Micro, delivering robust
protection for Azure environments with the simplicity of a single agent. Fully integrated with Microsoft Azure,
Deep Security is easy to scale and provides continuous compliance while preventing data breaches and businessdisruptions. 

For governance, resource tagging is enforced under cloud.config. FIXER provides assistance in managing resourcegroups and resource tagging, as well as governance reviews to assess Azure resource usage and provide
best-practice guidance.

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8. Busine
s s Continuity / Disaster
Recovery
FIXER has a protocol
ce in pla for the management of unforeseen external shocks to promote business continuity
and to facilitate disasterco re very, including the creation of Azure Recovery Service vault (RSV) and backup
policies to FIXER’sdsstandar .
In addition to redundancy
Azure availability zones, FIXER has multiple physical locations to mitigate theinoperational impactraof natu l disasters.

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9. Azure service matrix
Azure Service

Supported

Compute - Infrastructure
Azure Virtual Machines -Linux✓

Azure Virtual Machines -Scale Sets✓

Azure Virtual Machines -Windows✓

Azure Managed Disks✓

Compute - Application Services
Azure App Service✓

Azure Container Service (AKS)✓

Azure Functions✓

Azure Logic Apps✓

Azure Notification Service✓

Azure Service Fabric✓Azure Service Fabric Mesh✓

Azure Web Apps✓

Networking
Application Gateway✓

Azure CDN✓

Azure DDoS Protection✓

Azure DNS✓

Azure Express Route✓

Azure Firewall✓

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Azure Service

SupportedNetworkingAzure Front Door
Azure Load Balancer
Azure Network Watcher
Azure Traffic Manager
ComputeAzure
VPN- Application Services
Network Security Groups
Virtual Network Endpoints
Virtual Network TAP
Virtual Network(VNET)Web Application Firewall✓✓✓✓✓✓✓✓✓✓

Storage
Azure Archive Storage
Azure Blob Storage
Azure File Storage
Azure Queue Storage
Data Platform
Azure Cosmos DB
Azure Redis Cache
Azure SQL Database
Azure SQL Database for MySQL
Azure SQL Database for Postgre SQL16✓✓✓✓✓✓✓✓✓✓

Azure Service

SupportedManagement Tools
Azure Advisor
Azure Alerts
Azure Automation
Azure Backup
Compute- Application Services
Azure
Blueprint
Azure Database Migration
Azure Migrate
Azure Monitor
Azure Policy
Azure Resource Manager
Azure Service Health
Azure Site Recovery
Azure Update Management
Azure VM In-Guest Configuration
Azure
Queue Storage
Security
Azure Active Directory & Identity
Azure Key Vault
Azure Security Center
Azure
SQL Database
Analytics
Azure Event Grid
Azure Event Hub
Azure Machine Learning
Azure Stream Analytics

17✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓✓