General What is cloud computing? What is Infrastructure as a Service (IaaS)? What is a Platform as a Service (PaaS)? What is a Software as a Service (SaaS)? What is a private cloud? What is a public cloud? What is a hybrid cloud? What is a virtual server? What is a Storage Area Network (SAN)? What is a hypervisor? What is Pathway CloudPath™ and how is it unique? What is Pathway CloudPath™? How is Pathway different from other cloud providers? How is CloudPath different from Amazon Elastic Cloud (EC2)? What are some of the benefits of Pathway CloudPath Service? How do Pathway’s prices compare with the market? Who can benefit from using CloudPath? Packages and Features What cloud plans and features does Pathway offer? How do I choose a CloudPath plan? What cloud management software is provided and what can I do with it? Does CloudPath include the operating system license? Can I use my own operating system licenses with CloudPath? What applications can I run on CloudPath? How do I install applications on my CloudPath server? Can I purchase software licenses from Pathway? May I install my own copy of an operating system on a server and then install software purchased from Pathway using Service Provider Licensing What is a template? Optional Products and Services What optional services and products can I purchase? What managed services does Pathway provide to support cloud services? What is Pathway Cloud Backup Service? What is Pathway Cloud Server Monitoring and Response service? What is Operating System Management service? What are some custom services offered with CloudPath? Security Is the cloud safe? How is my security assured with Pathway’s cloud service? What is the U.S. PATRIOT Act? Will my data be subject to the U.S. PATRIOT Act? What should I look for in/how should I choose a cloud provider? Provisioning and billing How do I enrol or sign up? When can I start using my servers? What are the plain language terms and conditions? What can I do and not do? Why does Pathway ask for a term commitment? Does my contract automatically renew? Resource Management How do I add resources? Can I scale down? Support What is covered under technical support and what are your support hours?
GENERAL
What is cloud computing?
Cloud computing is a model for on-demand access to computing resources such as hardware, software, network infrastructure, applications, and services. These resources are accessed over a network, such as the Internet, and can be rapidly and easily provisioned (i.e. activated for use) and customized. The cloud model makes computing and application resources available quickly and flexibly. Cloud computing is characterized by the following:
- Virtualization: Allows multiple “virtual machines” to be created for use on a single physical server. Virtual servers can be connected across different physical machines or locations to give the appearance of a single large system.
- On-demand self-service: Users can provision resources such as CPU, memory, storage, and network access quickly and easily through a simple web interface.
- Broad network access: Computing resources can be accessed over the Internet (or a private network) using desktop computers, laptops, and mobile devices.
- Resource pooling: Users share a common pool of computing assets such as RAM and CPU with little or no loss of speed or efficiency. This is because computer resources in typical stand-alone systems are, for the most part, mostly under-utilized.
- Rapid elasticity: The facilities and resources offered by the cloud service provider may be scaled up (i.e. increased) or down (i.e. decreased) at will .
- Location-independence: Cloud systems can transparently operate a large number of servers and systems across different data centres.
There are three cloud computing service models: Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS)
What is Infrastructure as a Service (IaaS)?
IaaS involves the “rent for use” of virtual servers in a data centre as a fully-outsourced service. It allows for the customization of each virtual server with the user’s choice of components such as memory (RAM), CPU, storage, network access, IP addresses, switches, and network traffic. IaaS eliminates the need for customers to purchase servers, software, data-centre space, or network equipment and offers the convenience of easy remote management.
What is a Platform as a Service (PaaS)?
PaaS is the delivery of a more complete computing platform. In addition to infrastructure, PaaS may include the “rent for use” of operating systems, tools, and applications as a service. PaaS enables users to develop, test, deploy, host, and update services using a single, streamlined cloud environment.
What is a Software as a Service (SaaS)?
SaaS is the hosting of applications by a service provider and their delivery to customers over the Internet on a fee-for-use basis. SaaS vendors provide all the hardware, software, systems and support required for the operation and maintenance of the software. Customers access and use the software on a subscription basis by paying a user or seat-based monthly fee. SaaS providers may host their applications anywhere within the cloud, and users only need an Internet connection to access and use the application.
What is a private cloud?
The NIST (National Institute of Standards and Technology) defines a private cloud as cloud infrastructure which is operated solely for private usage by an organization. The private cloud may be managed by the organization itself or by a third party and may exist on or off premises.
What is a public cloud?
A public cloud is cloud infrastructure which is available to the general public or a large industry group. The cloud infrastructure is owned by the cloud services vendor and users access it over a public network such as the Internet.
What is a hybrid cloud?
In a hybrid cloud, an organization hosts some of its applications on its own private cloud while hosting other applications on the public cloud. The two clouds remain separate, but can be securely connected so that data can be shared between them. The hybrid approach allows businesses to take advantage of the scalability and cost-effectiveness of the public cloud while ensuring that private applications and data are separated, and protected, from third-party access.
What is a virtual server?
A virtual server is software emulation of a computer. In other words, a virtual server is like a software equivalent of a real physical computer. Unlike a physical computer, a virtual server can run on an isolated partition of a computer’s resources . This means that several virtual machines can exist on a single physical computer. Virtual machines can execute programs just like a dedicated, physical computer can.
What is a Storage Area Network (SAN)?
A SAN is a dedicated, high-speed storage device which stores data for a pool of servers on a network. Due to the nature of a SAN, the storage appears to be locally attached and available to each server, just like a local hard drive would be. Each server uses the SAN to store its own data. This includes the operating system, databases and applications. Flexible SAN networking eliminates the need for physical proximity between the server and storage devices. Advantages of a SAN include:
- Faster data transfer with minimum server utilization
- Better availability and scalability
- More effective data recovery
What is a hypervisor?
A hypervisor is specialty software installed directly onto a physical server (host). This software allows multiple operating systems to run simultaneously, sharing the server’s common resources (CPU, RAM, storage and networking). Each operating system appears like it has the server’s resources all to itself. In reality, the hypervisor allocates the server’s resources to each operating system based on how much it requires and ensures that the virtual machines do not disrupt each other.
WHAT IS PATHWAY CLOUDPATH™ AND HOW IS IT UNIQUE?
What is Pathway CloudPath™?
CloudPath is Pathway’s solution to private cloud computing. Unlike other public cloud providers who offer cloud services to the general public, CloudPath has been designed to address the specific needs and concerns of businesses: security, privacy, availability and flexibility.
How is Pathway different from other cloud providers?
Pathway is the only Canadian Internet service provider to offering secure, private cloud services. CloudPath is designed to meet the end-to-end IT infrastructure support needs of businesses – from cloud services to connectivity. Here are some of the differences between CloudPath and other cloud providers:
- Pathway’s CloudPath is tailored for businesses – as a complete, business-oriented cloud service. Most public cloud providers do not customize their services for clients and some large providers don’t even offer live technical support – all contacts are via email, or forums.
- At Pathway, a Cloud Specialist will help you select the right cloud package – so that you do not under or over-subscribe. They then set up your secure, high-performance private cloud, create secure connections to your office and help you migrate your systems and applications to the cloud without any downtime or impact on your business. Once your cloud infrastructure is setup, Pathway’s dedicated client care teams are available to address your specific needs 24 hours a day, every day of the year. No other provider offers this level of service.
- Unlike the industry trend of metering usage by the hour, we are entirely focused on monthly cloud billing plans. This eliminates unpredictable bills and simplifies the task of budgeting for cloud costs. Remember, you can add resources, instantly, whenever you need them.
- Pathway’s CloudPath prices are absolutely the best in the market on a like-for-like basis. Check us out!
- CloudPath is supplemented by a range of very useful, managed services. These extend the benefits of the cloud and include data back-up, system monitoring, operating system management, network security, application support, Internet and branch connectivity and telephony. You enjoy the convenience of using a single qualified and experienced supplier for all your IT and Internet needs.
- Because we have been working with businesses for over 15 years, Pathway’s cloud infrastructure uses only best-of-breed technology and equipment from industry leaders such Dell, Citrix, Cisco, Brocade, and Cloud.com. Our equipment inventory is constantly refreshed and expanded. This offers you unmatched uptimes – in Canada’s only Tier III Certified Data Centre, designed and owned by Pathway.
- Each customer’s group of servers are protected by an advanced packet filtering firewall with Intrusion detection and prevention capabilities as you would in a private network
- Your data is stored on our highly redundant, secure, and fast storage area network (SAN). Each server is allocated a unique logical dedicated storage space on the SAN that is protected by security features like LUN masking and zoning
- Our cloud environment is located in our Tier III certified data centers that have multiple layers of physical access checks like on site security personnel, biometric finger scanners, multiple levels of access cards.
- You will see that Pathway has the most competitive prices amongst all established cloud service providers in Canada.
- We charge steady, low monthly fees based on annual contracts.
- Annual contracts allow us to anticipate resource usage, optimize installed capacity and, thus, reduce costs. We pass these cost savings on to you.
- Note that we do not charge hourly fees which many cloud service providers charge casual users. These fees may appear to be suitable if you are using the cloud temporarily or intermittently, but are exorbitant for long term, sustained commercial use of the cloud.
How is CloudPath different from Amazon Elastic Cloud (EC2)?
Unlike EC2, CloudPath comes with a set of security features and highly efficient SAN storage which are not available on Amazon’s public cloud. Besides, Pathway offers a higher service level guarantee.
| CloudPath | Amazon | |
| Type of cloud | Secure, private | Public |
| User profile | Companies only | Anyone |
| Typical usage | Full time: operations | Casual: Test/stage |
| Client screening | Yes | No. Credit Card |
| Storage | 100% SAN | NAS, other |
| Security | High | None |
| Firewalls | Yes | No |
| IDS/IPS | Yes | No |
| Secure VLANs | Yes | No |
| Network customisation | Full | No |
| Migration assistance | 100% | None |
| Application support | Yes | No |
| 24/7 voice technical support | Yes | Limited |
| Patriot Act’ applicable | No | Yes |
| Related services available | ||
| High Speed Internet | Yes | No |
| High speed private connectivity | Yes | No |
| Complete Managed Services | Yes | No |
| IP telephony | Yes | No |
PROVISIONING AND BILLING
How do I enrol or sign up?
Click here to browse through our cloud plans. To subscribe for Pathway’s Cloud Service, you need to complete, sign, and send in your Order Form along with your payment. Once we receive your payment, we will arrange to set up your Cloud Services Account. We will call and/or email you to advise you that this has been done. If you need your account set up immediately, we encourage you to pay for the first month by credit card.
When can I start using my servers?
You may start using your servers and services as soon as we confirm that your account has been set up.
What are the plain language terms of Pathway cloud service level guarantee?
We provide a 99.99% service availability guarantee on all our cloud services. In the event there is any service disruption, restoration or repair is completed within one hour of the problem being identified. If there is a service failure, you will receive service credits. Service credits are calculated as a percentage of your monthly fee and will be applied at the end of your monthly billing cycle.
You will not be entitled to a service credit if you violate Pathway`s Acceptable Use Policy. For instance, if the outage was as a result of your own actions or if you failed to contact us within thirty days of the failure, you will not receive a service credit. Please read our Service Level Agreement for specific details.
Why does Pathway ask for a term commitment?
CloudPath is a private cloud service. It has been engineered for the use of businesses who need a secure private cloud based infrastructure for their IT operations, without having to spend the capital on building out their own data center.
Does my contract automatically renew?
When you enroll for Pathway’s cloud service, you will be signing a one year contract term. You may cancel your contract by notifying us, in writing, 30 days before the end of the contract term. In absence of such notification, your contract will be automatically renewed for a further term of one year.
RESOURCE MANAGEMENT
How do I add resources?
We recommend that you first choose the CloudPath package which is closest to the needs of your applications and current usage. You may add individual components (RAM/CPU/SAN storage/bandwidth) at any time through the CloudPath Management Console. The console allows you to review, add or modify resources at any time.
Can I scale down?
During the first month of your service contract, you will be able to monitor resource usage and decide if you wish to scale down resources. After this your resources will be fixed for the period of your contract. You may scale down on the anniversary date of your contract.
SUPPORT
What is covered under technical support and what are your support hours?
We offer 24/7 support via phone, email and chat. You may call for free technical support any time. Technical support includes assistance on use of the cloud console and questions or issues you may have with using CloudPath.
What are some of the benefits of Pathway CloudPath Service?
Costs savings: No equipment, hardware or software to buy or install.
Security: Protect your data and servers using commercial firewalls, IDS/IPS systems and encryption.
Productivity: Deploy only the resources you actually need, when you need them.
Flexibility: Instantly add capacity to meet growth or expansion needs.
Reliability: Enjoy unmatched uptime in Canada’s ONLY Tier III Data Centre.
Efficiency: Ensure availability of all your core systems using high-availability and data backups.
Convenience: Easily access your systems anytime, from anywhere.
Transparency: Receive detailed views of resource usage and events, on demand.
Value: The confidence of a rock-solid SLA and warranty of service.
Peace of mind: All your IT management and Internet needs from a single, competent, qualified supplier.
How do Pathway’s prices compare with the market?
Our cloud pricing plans are extremely attractive because they are predicated on annual contracts with our clients. This allows us to better utilize our infrastructure and resources. In fact, you will find Pathway’s prices the most competitive and valuable amongst the various Canadian providers.
Who can benefit from using CloudPath?
Almost everyone can benefit from using the private cloud. Here are some of the industries where the cloud technology has been adopted:
- Information Technology (Software Development, IT Management and IT Consulting); Telecommunications and Internet Service Providers
- Hosting and SaaS Providers
- Manufacturing and Construction
- Finance and Insurance
- Transportation and Logistics
- Data Processing
- Wholesale and Retail
- International Trading companies with multiple locations worldwide
PACKAGES AND FEATURES
What cloud plans and features does Pathway offer?
Click here to view our monthly CloudPath plans and features.
How do I choose a CloudPath plan?
To avoid over-subscribing when you order services, you might want to re-confirm the resource specifications demanded by your software applications, the amount of storage you are currently using and any immediate growth needs you may have. Based on this, we suggest that you:
- First select the base CloudPath package that most closely reflects your system requirements.
- If you are not sure, start with the one of our basic packages (CloudPath 1 or CloudPath 2)
- Add optional components or managed services as required. Remember, you can always add individual resource components later at anytime. You may only change CloudPath plans, however, at the end of your contract period.
Our sales staff can also help you select the plan best suited to your needs. Please call 416-214-6363, opt 1 or toll-free at 1-877-883-8516 to speak with one of our Account Managers.
We will give you a month to monitor your resource usage and decide if you want to scale down. After the month, your resources will be locked-in for the period of your contract and you will not be able to scale down until your contract has ended.
What cloud management software is provided and what can I do with it?
- Provision new machines based on provided templates or ISO images
- Monitor, reboot, pause, shut down and destroy your virtual machines
- Add storage and other resources
- Perform one time or scheduled backups
- Assign IP addresses and configure network security settings
- View resource utilization, traffic reports, event logs and more.
For more information on how to use this interface please refer to the CloudPath Management Console User Guide. If you need assistance you may also contact Technical Support at 416-214-6363, opt 2 or toll-free at 1-877-883-8516. Live chat and ticketing system are also available from within the Support section in the console.
Does CloudPath include the operating system license?
Can I use my own operating system licenses with CloudPath?
Yes. You can do so by mounting an ISO image of your operating system to the CloudPath Management Console and using it as a template. Please note that you will also not be able to install SPLA based commercial Pathway-provided applications on operating systems installed by you, due to licensing issues.
What applications can I run on CloudPath?
With Pathway CloudPath, you are in control over what applications to deploy on your virtual servers. Here are some examples of software that can run on our secure cloud:
- Web server: Tomcat, Apache, IIS, etc.
- Collaboration systems: MS Exchange, Lotus Notes, etc.
- CRM systems: Sugar CRM, Microsoft Dynamics, etc.
- ERP: Oracle E-Business Suite, etc.
Click here to see what CloudPath plans are recommended for specific applications.
How do I install applications on my CloudPath server?
You can install applications on your cloud servers using ISO images. ISOs disk images can be created from optical discs such as CDs or DVDs. Using the CloudPath Management Console you will be able to mount an ISO to your virtual machine. This is the virtual equivalent of putting the disc into a computer’s disk drive. After mounting your ISO, you can access the information in that disk image on your virtual server and install your application as you would on a physical computer.
Can I purchase software licenses from Pathway?
Yes, Pathway offers Windows Server 2002-2008, Red Hat Linux EL5, MS Exchange, MS SQL Server and some other products. Please contact our Sales department at 416-214-6363, opt 1 or toll-free at 1-877-883-8516 for details.
May I install my own copy of an operating system on a server and then install software purchased from Pathway using Service Provider Licensing?
No. If you install your own operating system on a CloudPath virtual server, you must provide your own software for the server. If you deploy a virtual server with an operating system drawn from a template provided by Pathway, you have the choice of either using your own software or using Pathway-provided software. Refer to the table below to see what is permitted and not permitted by licensing policies.
|
Operating system
|
Pathway-provided software
|
Your copies of software
|
|
CloudPath template
|
√
|
√
|
|
Provided by client
|
X
|
√
|
What is a template?
Templates are pre-configured operating system packages which are ready for deployment on your virtual servers. These give you the power to clone your servers in minutes. Templates can also contain pre-installed applications.
When creating a new virtual server, you select from a list of templates that come with CloudPath (CentOS, Windows Server or Linux Red Hat). You can also create your own templates.
To create a template, first deploy a virtual server from an ISO image of the required operating system. Install any application you need. Once the server is running, detach the ISO and create a template using the “Backup” menu. For more details on how to create templates please refer to the Cloud Management Console User Guide.
Optional Products and Services
What optional services and products can I purchase?
- Additional memory (RAM)
- Computing (CPU cores)
- SAN Storage
- Internet traffic
- Windows Server 2003/2008 (R2 or SP2)
- Red Hat Linux
- Public IP addresses
- Additional VLANs
- Additional domain names
- Advanced firewall solutions (powered by Vyatta)
- Secure VPN access (IPSEC or SSL)
- High Availability service (automatic fail-over for virtual machines)
What managed services does Pathway provide to support cloud services?
- Secondary, non-SAN storage
- Data Back-up and Restoration
- Server Monitoring and Management
- Operating System Management
- Managed connectivity (fiber, DSL, MPLS)
- Telephony and long distance services
- Managed IT services
What is Pathway Cloud Backup Service ?
Pathway’s Cloud Data Backup service enables you to return to an operational state after data loss. We offer two backup service plans: Backup I and Backup II.
- Backup I – Using this service, you may back up individual files or folders (up to 100 GB of data). Backups will be performed once a day with seven days of data retention.
- Backup II – You can backup the entire server drive (up to 300 GB of data ) and your backups will be performed once a day with 14 days of data retention. Additional storage is available at $0.10 per GB. You will have complete access to your backed up data and can restore it to your servers once a month. Additional restores are available upon request for an extra fee.
What is Pathway Cloud Server Monitoring and Response service?
Managed Server Monitoring and Response ensures that your server is up and performing optimally. CloudPath specialists will use network management software to set custom thresholds for your servers and systems and will monitor alarms 24/7 to remedy problem before they have an adverse impact on server performance.
Monitoring I – This plan provides automated email/SMS notifications and support ticket generation for host ping or service failures. This basic service includes monitoring of:
- one application process, one URL, and two ports on primary IP address
- CPU, Storage, and Memory
Monitoring II – This plan offers automated and live response, including server restart in the event a system fails. Pathway`s Cloud Specialists will actively monitor your servers to provide immediate response. This advanced service includes monitoring of:
- Two applications, 10 URLs and nine ports on primary IP address
- CPU, Storage and Memory
- Active processes
- CPU, Storage and Memory
- Active processes DHCP Response
- File and Directory Check
- LDAP Response Monitoring
- Network Traffic and system performance
- IIS / Apache
- DNS Response
- Email Response
- MSSQL / MySQL
- Tomcat Server
What is Pathway Operating System Management service?
- Patch management, application of service packs and hot fixes
- Performance management and reporting
- Change management
- Configuration management
- Security audits and more
Click here to learn more about Pathway Managed Cloud Services
What are some custom services offered with CloudPath?
Pathway offers custom CloudPath services upon request, including:
- Data migration
- Tape backups
- Secure, managed connectivity to data centre, inter-office, home (MPLS available)
- Application support and programming
- Creation, deployment and management of in-house private cloud
- VoIP services and IP based telephony systems
- Other managed data and colocation services
- Virtual desktop services
SECURITY
Is the cloud safe?
Yes. Security, privacy, and safety have become standardized to the point where CIOs are now routinely adopting enterprise-level cloud computing. Gartner’s 2011 CIO Agenda Survey states that over the next four years, a 14-fold increase is expected in enterprise cloud computing. The February 2011 “Cloud First” policy of the U.S. government aims to identify at least three in-house IT functions suitable for migration to the cloud, and to then move at least one of these services to a cloud provider (either private or government) within twelve months. Many government agencies such as NASA, the United States Army and the Securities and Exchange Commission have already adopted cloud services.<br><br>
How is my security assured with Pathway’s cloud service?
Our cloud service has been engineered to meet the NIST guide to security for virtualization technologies. We only use ICSA certified firewalls and IDS/IPS systems, threat management systems, secure, private VLANs and encryption to ensure rigid data and access segregation. We also ensure that your data never leaves the Canadian border. This means that your data are not subject to the U.S. PATRIOT Act. We have restricted access and 24-hour security systems including video surveillance and biometric scanners at the data centre, to protect all your information.
CloudPath is highly committed to the safety and security of your information and has provided the following measures to ensure that your information is protected:
- Each customer’s group of servers are protected by an advanced packet filtering firewall with Intrusion detection and prevention capabilities as you would in a private network
- Your data is stored on our highly redundant, secure, and fast storage area network (SAN). Each server is allocated a unique logical dedicated storage space on the SAN that is protected by security features like LUN masking and zoning
- Our cloud environment is located in our Tier III certified data centers that have multiple layers of physical access checks like on site security personnel, biometric finger scanners, multiple levels of access cards.
What is the U.S. PATRIOT Act?
The U.S. PATRIOT Act was anti-terrorism legislation enacted as a result of the September 11, 2001 attacks on the World Trade Centre. It gives American authorities powers to access and seize data stored by service providers anywhere within the geographical boundaries of the United States Moreover the statute prohibits the service provider from informing the owner of the data of such search or seizure event.
Will my data be subject to the U.S. PATRIOT Act?
No. With CloudPath, your data will not be subject to the U.S. Patriot Act and it is housed in our Canadian data centers and will not leave Canadian soil.
What should I look for in/how should I choose a cloud provider?
Choosing the right cloud provider should not be a decision taken lightly. It is important to consider the provider’s technical and business experience, its financial viability and its reputation for sustained delivery of quality service. A good way to go about this, is to talk to other customers who have used the vendor`s service in the past. Consider also, whether the cloud provider utilizes modern, commercial gear and equipment to ensure the required uptime and security. Investigate their cloud orchestration and management software, their Service Level Agreement (SLA), available support and their pricing. Examine the security of their cloud and verify the location of your data. Lastly, be clear where you want your data hosted in Canada versus the US; local versus “unknown”.
