DaaS
Service Description
This document contains a description of Dizzion’s “DaaS”service offering, including details of the service, features, limitations, administrative access, sizing, ordering, and invoicing. Please contact your Dizzion CSM for additional information.
Table of Contents
1 Introduction
Dizzion’s end user computing services provide cloud delivered virtual desktops and
applications to end users on any supported device. The service level provided by Dizzion and discussed in this document is referred to as “DaaS” and consists of a virtual desktop and application
platform provided as a managed service in the cloud. DaaS does not require customers to purchase, maintain, or plan for the underlying infrastructure.
Components of the service that are managed by Dizzion include the physical compute, storage, and networking, virtual server infrastructure, virtual networking, directory services, and platform licensing.
1.1 Definitions and Terms
For purposes of this Service Description, the following terms have the following meanings:
“High Availability” means the ability to restart a provisioned workload on a different server in the
cluster, if the workload’s current server fails to function properly, to allow users to continue to access
their workloads in the event of a single server failure.
“ImageTemplate” refers to read-onlyWindows OS images that can be imported into a customer’s
Dizzion DaaS Service and are used as a basis to create Golden Images.
“IOPS” (pronounced “eye-ops”) stands for Input/Output operations Per Second and is a performance measurement used to quantify the speed of computer storage devices like hard disk drives (HDD), solid state drives (SSD), and storage area networks (SAN).
“Non-PersistentDesktop” is a desktop that does not retain any application, software, or configuration changes from one session to another.
“PCVDC”, or Private Cloud Virtual Datacenter, is the infrastructure, networking, and virtual server components required to host virtual desktops and applications in a customer tenant within the Dizzion Service. Every Dizzion customer will have at least one PCVDC, which consists of a private IP address space, dedicated virtual firewalls, dedicated VLAN(s), dedicated identity services (Active Directory),and a dedicated VDI stack. PCVDCs are single tenant.
“PersistentDesktop” is a desktop that retains, from one session to another, user entitlements to that desktop as well as any changes made to the files, configurations, applications and desktop operating environment by the user.
“Remote DesktopSession Host” or “RDSH” is an application server that can host applications and desktops for remote access by end users.
“Third-Party” refers to an organization, vendor, person, or entity other than Dizzion and Dizzion’s customer that has a role in delivering software or other Information Technology services pursuant to a contract or agreement with Dizzion or Dizzion’s customer.
“vApplication Server” is a hosted Virtual Machine with a MicrosoftWindows server operating systems,
configured to provide Windows services to a customer’s Managed DaaS environment.
“VDI” (or Virtual Desktop Infrastructure) is the technology for providing and managing virtual desktops.
“Virtual Desktop”is a hostedVirtual Machine with one of the followingMicrosoft Windows operating systems: Windows 10 or Windows Server2016 configured for remote access by an end user.
“VirtualMachine” or “VM” is a software container that can run its own operating system and execute
applications like a physical machine.
Terms of Service
Unless otherwise specified, hosted elements of the Service Offering are subject to theTerms of Service of the Dizzion EULA, available on the Dizzion website, https://www.dizzion.com. As defined in the Terms of Service, if there is a conflict between the EULA and the Agreement, the terms of the Agreement will govern.
Usage Data
TheService Offering collects data directly from connected devices, such as configuration, performance, and usage data. For purposes of improving Dizzion products, services, and users’ experience, all data is considered personal data. All data is treated under data protection laws as described in the Dizzion Privacy Notice, available on the Dizzion website, https://www.dizzion.com.
2 Solution Detail
The following sections provide a description of the DaaS Service Offering and provides a delineation of operation and management responsibilities between Dizzion and a Dizzion DaaS customer.
2.1 Service Offering
Dizzion DaaS simplifies the delivery of Microsoft Windows virtual desktops and applications by providing them as a cloud service while maintaining enterprise requirements for security and control. End users benefit from a Windows workspace that they can remotely access from a variety of device types from almost any location. Dizzion DaaS offers an on-demand, flexible desktop and application delivery platform that can grow or shrink based on the needs and demands of your business.
DaaS users can connect to desktops and applications from a mobile device, tablet, thin client, or traditional Mac or PC computing device, as well as from a web browser.Users launch the VMware Horizon Client and authenticate to the service through a standard internet connection. After authenticating, the user is presented with a list of authorized applications and desktops. When a resource is selected, the user is securely connected using either the Blast Extreme or PCoIP display protocols.
For devices that are unable to use a VMware Horizon client, where the installation of the Horizon client is not possible, or for quick access to applications and desktops, a user can also connect to the Dizzion service using a standard HTML5 web browser.
Each Dizzion customer environment exists independently of other Dizzion customers within a unique dedicated Private Cloud VirtualData Center (PCVDC). This is the case whether the organization is consuming virtual desktops, virtual applications, disaster recovery or another service from Dizzion. The PCVDC provides each customer with a dedicated private IP address space, dedicated virtual firewalls, dedicated VLAN(s), dedicated identity services (Active Directory),authentication trusts, and a dedicated VDI stack (GatewayServers, Connection Servers,Load Balancers and Network Integrations). In addition, the PCVDC provides the networking components required to transfer traffic within the environment itself.
Providing a unique PCVDC to each customer ensures that no customer can “see” any other customer’s data, activity, or intellectual property. Custom security policies can also be applied to an individual PCVDC to protect each customer uniquely.
Each customer’s PCVDC is deployed in a Highly Available (HA) configuration. This means for each
PCVDC, here are two of each critical component, deployed in a failover configuration. Because of this, Dizzion provides a 99.99% SLA for availability of all redundant components.
2.2 Responsibilities
The following sections detail management, operation, security, and other responsibilities for each party
(Dizzion and Dizzion’s Customer)within the Dizzion DaaS Service Offering.
2.2.1 Dizzion Responsibilities
Dizzion is responsible for the operation and management of the following services within
the DaaS Service Offering:
Infrastructure Services
• Implementation of service components needed to support contracted resource pools, such as
o Physical servers
o Physical storage
o Physical network devices.
• Provisioning of initial capacity for virtual desktops and servers(i.e. vCPU (400Mhz) allocation, memory (RAM), storage and networking)
• Provisioning of a customers’Private Cloud Virtual Data Center (PCVDC). The PCVDC includes
default authentication and authorization policies for customers to log-in to the service.
Dizzion-side Networking
• Provisioning and management network resources includingIP addresses, VLANs and private IP spaces.
• Implementation of secure point-to-point network interconnects, through VPN or other dedicated connection, between the customer’s Dizzion service to the customer’s corporate network. (Customers can purchase dedicated connectivity to the Dizzion cloud. Examples include MPLS circuits, Equinix Fabric Exchange, datacenter cross-connects, etc... Customers must coordinate with Dizzion to implement any dedicated network connection).
Virtual Machine Provisioning
• Installation of vApplication Server VMs in a Customer’s Dizzion DaaS tenant(see “Usage Restrictions” in section 2.10).
• Provisioning of vApplication Servers for network share use with VMware Dynamic Environment Manager (purchase of add-on storage required).
Service Initiation, Validation, and Testing
• Validation of tenant setup by provisioning a desktop with a Dizzion-provided image template.
• Creation of the initial administrative user account in the administrator console using default administrator privileges and system preferences.
• Creation of initial golden image operating system template for administrators to install 3rd party applications.
• Creation of initial desktop pools from the golden image operating systems using default configuration settings.
• Creation of initial application streaming setup.
Service Portal Training
• Providing up to two hours of Dizzion C3 portal, Insights Monitoring and Admin Console walkthrough/training
2.2.2 Customer Responsibilities
Dizzion DaaS customers are responsible for the operation and management of the following services within their customer tenant:
Golden Image Management
• Management of Golden Image Operating System and third-party applications.
• Installing and configuring custom or third-party applications andOperating Systems on image templates or deployed VMs.
• Customizing GoldenImages.
Operating System Management
• Setup and management of Operating System licenses (unless provided by Dizzion)
• Setup and management of Antivirus Software.
• Setup and ongoing management of Operating System Patching for virtual desktops and vApplication Servers.
• Management of desktop pools and virtual desktops.
vApplication ServerManagement
• Configuring and supporting vApplication server VMs.
• Management of Streamed Applications.
Desktop Pool and Profile Management
• Setup and management of desktop, session, native and RDSH application pools and assigning to users.
• Setup and management of profile management/persistent data configuration.
Customer-side Networking
• Setup and Management of networking integrations on customer managed firewalls (if applicable).
• Provide resource assistance for establishing network connectivity between Dizzion and Customer datacenter or resources.
Identity and Access Management
• Setup and Management of Active Directory Domain Trust on customer managed domain controllers (if applicable).
• Setup and management of domain bind and domain join accounts(if applicable).
• Setup and management of Active Directory security groups.
• Setup and management of Active Directory administrator and user accounts.
• Setup and management of security group/user entitlements and desktop assignments.
• Setup and management of user and computer group policy objects(GPOs).
End User Device Management
• Setup and management of end point devices and relevant peripherals including updating of VMware Horizon agent and client software as required.
2.3 Networking
Many DaaS customers choose to implement a private network connection (either physical or virtual) between their Dizzion DaaS tenant and their datacenter, or another cloud location owned by the customer. This enables secure/encrypted access from a customer’s DaaS environment to authentication services, applications, or data that may reside on the customer’s network.
Dizzion offers a few methods to establish private network connections, discussed briefly here.
2.3.1 IPsec VPN
Dizzion offers private network connectivity via IPsec VPN for customers that wish to have a private network connection to their DaaS service without establishing a dedicated physical connection. An IPsec VPN is typically the most cost-effective and least complex private connection to implement. Customers can leverage a standard internet connection for this option, and Dizzion can support a standard (non- HA) or Highly Available (HA) configuration for the VPN. All HA configurations require that the customer owns hardware that can support and has knowledge of how to implement BGP on the customer side of the network.
2.3.2 SD-WAN
Dizzion offers private network connectivity via SD-WAN for customers that wish to have more control over the connection to their DaaS service than a VPN, but still do not wish to establish a dedicated physical connection. SD-WAN service requires coordination with Dizzion prior to ordering any services as virtual and/or physical appliances are required on both sides of the connection. Contact your Dizzion account representative to coordinate placing an order for SD-WAN connectivity services.
2.3.3 Additional Network Connectivity
Dizzion can also support MPLS connectivity, certain datacenter fabric interconnects, some public cloud direct connection services, and intra-datacenter cross-connects. All of these services require coordination with Dizzion prior to placing an order for any circuits or services. Contact your Dizzion account representative to coordinate placing an order for all direct connectivity services.
2.4 Business Continuity and Disaster Recovery
Dizzion provides the following services with respect to business continuity and disaster recovery. Dizzion is responsible for the business continuity of the following items, which are solely owned,
operated, and managed by Dizzion:
• Physical servers, storage, and networking components, virtual firewalls, VLAN(s), Dizzion-managed identity services (Active Directory), authentication trusts, gateway servers, connection servers, load balancers and Dizzion-side network configurations.
• Data backup and restoration of Dizzion-hosted service components and configurations within
the customer’s PCVDC, including service portals and management interfaces.
Dizzion DaaS customers are responsible for any item related to business continuity and disaster recovery that is not listed as a responsibility of Dizzion. This includes, but is not limited to the following:
• Data protection, such as routine backups of any data stored on customer-managed and customer-provisioned virtual machines or storage devices, user profile data, desktop and application entitlements, configuration settings, and any other item not listed as a responsibility of Dizzion.
2.5 Monitoring
Dizzion monitors the availability of the service as well as the following components and services within a
customer’s PCVDC:
• Dizzion-side network connectivity including physical and virtual firewalls
• Horizon GatewayServers and Connection Servers
• Load Balancers
• Active DirectoryServers (only those that are Dizzion-provided and solely Managed by Dizzion)
• Dizzion-managed RDS Servers
Dizzion DaaS customers are responsible for monitoring the following components and services:
• Guest operating systems (Windows OS)
• Third-party applications, including application vulnerabilities.
• End-user behavior
• Customer-side network connectivity
• Other assets deployed within the customer’s own infrastructure, whether hosted or on- premises.
2.6 Change Management
Dizzion is responsible for change management processes related to the following items:
• Processes and procedures to maintain the health and availability of the Dizzion C3portal.
• Processes and procedures to release new code versions, hot-fixes, and service packs related to the Dizzion C3 portal.
• Processes and procedures to maintain the health and availability of the Dizzion managed infrastructure and services.
• Processes and procedures to release new versions, hot fixes, and service packs related to the Dizzion managed infrastructure and services.
The customer is responsible for change management related to the following:
• Customer-managed and customer-provisioned VMs
• All client Operating systems not managed by Dizzion
• Custom or third-party applications
• Management of user assignments, entitlements, and system configuration.
• Management and patching of images, virtual desktop VMs, farm VMs, and applications with the latest updates as required by your organization.
• Administration of self-service features provided through the C3 Cloud Manager console, up to the highest permission levels granted to you. This includes but is not limited to VM and domain functions, backup administration, and general account management, etc.
• Coordination with Dizzion when scheduled maintenance and non-standard or emergency maintenance is required.
• Administration of self-service features provided through the C3 Cloud Manager console, up to the highest permission levels granted to you. This includes but is not limited to VM and domain functions, backup administration, and general account management, etc.
• Coordination with Dizzion when scheduled maintenance and non-standard or emergency maintenance is required.
2.7 Security
Dizzion and our customers share responsibility when it comes to security of the ServiceOffering. Dizzion provides security services for the aspects of the Service Offering within Dizzion’s sole administrative control. Our customer is responsible for security of the aspects of the Service Offering within their administrative control.
Dizzion uses commercially reasonable efforts to ensure:
InformationSecurity: Dizzion protects the information systems used to deliver theService Offering; Dizzion has sole administrative level control over the infrastructure of the ServiceOffering.
NetworkSecurity: Dizzion protects the network’s information systems unless the customer has some control, permission, or access to modify networks.
Security Monitoring:
Dizzion monitors security events involving the
• Underlying infrastructure servers
• Storage
• Networks
• Information systems used in the delivery of the Service Offering.
Patching and Vulnerability Management: Dizzion maintains the systems used to deliver the Service Offering, including critical patches for those systems. Dizzion does not provide patching or vulnerability management services for virtual desktop or vApplication server workloads.
Vulnerability Scans:Dizzion performs vulnerability scans for each customer environment (PCVDC) pri or to being promoted to a production environment. Any vulnerabilities are addressed prior to the service being made available to a customer.
Dizzion DaaS customers are responsible for addressing the following:
Information Security: Ensuring adequate protection of customer provided or controlled:
• Virtual Desktops (Windows patches/updates and antivirus/anti-malware)
• Data/Content
• Customer-deployed applications
• Applications accessed within the Service Offering- this includes, but is not limited to
o Any level of patching
o Security fixes
o Data encryption
o Access controls
• Roles and permissions granted to customer’s internal, external, or third-party users.
NetworkSecurity: Security of the networks in which the customer has administrative level control. This includes, but is not limited to:
• Maintaining effective firewall rules (customer side only)
• Exposing communication ports that are only necessary to conduct business.
• Locking down promiscuous access.
SecurityMonitoring: Detection, classification, and remediation of security events within the DaaS service that have the potential to affect:
• Virtual desktops and vApplication servers
• Operating systems
• Customer provided/ third-party applications
• Customer data
• Content surfaced through vulnerability scanning tools
• Content required for a compliance or certification program.
2.8 Incident and Problem Management
Dizzion provides incident and problem management services for components of the service where Dizzion has direct administrative and physical access and control.For example, severity classification, recording, escalation, and service availability pertaining to:
• PCVDC Infrastructure
• Dizzion C3 portal
• Infrastructure Servers
• Physical storage devices
• Network devices
• Software components that are solely managed by Dizzion
The customer is responsible for incident and problem management for any components that are not solely managed by Dizzion. For example, detection, severity classification, recording, escalation, and service availability pertaining to:
• Account settings for end users
o Domain (if customer provided domain)
o User Accounts
o Two-factor authentication
• Customer-deployed and configured assets
o VMs
o Custom-developed or third-party applications
o Custom or customer-deployed operating systems
o Network configuration settings
• Operating System administration
o Operating System
o Features and components within the operating system
Note: The customer must contact the operating system vendor’s support organization for any operating system issues, including:
• Performance of
o Customer-managed and customer-provisioned VMs
o Custom or third-party applications
o Customer databases
o Operating systems imported or customized by the customer
o Assets deployed and administered by the customer
o Other assets unrelated to Dizzion C3 Portal or the service.
• Infrastructure
o Active Directory
o DNS
o Network infrastructure includingVPN integration
• Microsoft KMS licensing infrastructure
• On-premise file servers that are connected to any Dizzion service
• Items not under the direct control and administration of Dizzion.
2.9 Technical Support
Dizzion provides 24x7 tier 2 and tier 3 support for customer-reported service requests with components or services under Dizzion management as mentioned in this ServiceDescription or the ServiceAgreement. Support may be provided in any country in which Dizzion or its providers maintain facilities.Infrastructure and software components not under the management of Dizzion is not eligible for technical support. Dizzion’s technical support is available to customer employees or designated persons who have been identified as administrators of the Dizzion service and not intended for end users.Tier 1 support (providing technical support to end users) is a customer responsibility.
2.10 Usage Restrictions
Customers of the Dizzion DaaS Service are restricted from the following.
2.10.1 Load Testing
Dizzion prohibits customers from unauthorized load testing such as automated or manual stress tests. Customers who intend to perform such tests must seek approval from Dizzion by
• Submitting a support ticket
• Coordinating the planning of those tests with Dizzion
This ensures minimal interference with performance and user experience.
2.10.2 SMTP Port 25
Dizzion will not allow port 25 egress out of the Dizzion provided internet connection. TCP Port 25 (usually used for SMTP) is subject to egress filtering and not allowed for usage, with no exceptions. A customer can use port 25 over a privateVPN or Direct Connection.
2.10.3 Network Management
Customers will not have access to an edge (router) appliance. Customers will not have any ability to configure or customize firewalls or network address translation rule sets managed by Dizzion.
Active/passive redundancy for a dedicated network connection into the Dizzion DaaS Service
(via BGP only) is supported, but the customer will have to specify which link is active and
which link is the backup, and also will be responsible for configuration to accomplish auto-failover of link in case of active link down.
The use of software-based VPNs (i.e. a VPN client installed on a virtual desktop or vApplication server) is not allowed due to the fact that this can block access to the service from end users.
2.11 Data Access
In order to continuously improve Dizzion products and services, ensure optimal performance, and provide recommendations for best practices, Dizzion collects anonymous data regarding usage patterns, user behavior and certain other metrics on a regular basis. A customer can request to disable this data gathering within their environment if desired.
Throughout the course of regular system operation and maintenance, as well as in the event of customer issues that require investigation, select personnel from the Dizzion DaaS Service Operations team will have the ability to remotely login to a customer’s tenant to review and gather logs or to perform remote management or emergency remediation.
With this access, Dizzion may be able to:
• Obtain log files and crash reports from the Dizzion Service, which may contain usernames, end user contact information (name, email), dates and times of user access, and other user data including IP addresses and host names of end user devices.
• Obtain other files, including configuration files, from the deployed infrastructure within the DaaS service.
• Have real-time access to the current operational health status of the DaaS Service.
3 Administrative Access
For operations and management tasks that are the responsibility of a DaaS customer, Dizzion provides Service Portals in which access to administrative tasks are provided. This section describes the ServicePortals available, and other administrative responsibilities of a DaaS customer.
3.1 Service Portals
Dizzion customers can administer, monitor, maintain, and operate the service via Dizzion provided Service Portals. The Dizzion DaaS Service includes access to the following service portals.
3.1.1 Cosmos Control Center (C3)
Dizzion’s C3 portal provides access to the Dizzion C3 management console to orchestrate and manage Dizzion Service workloads. Dizzion C3 is the primary interface for management of the Dizzion service. This includes the ability to:
• Deploy new customer environments (PCVDC)
• Deploy add-on services and upgrades
• Deploy/configure new network integrations
• Image provisioning and management
• Desktop pool provisioning and management
• Application provisioning
• Managing end user entitlements
• Requesting customer support
• Maintenance window management
• Desktop insights and analytics
• Other support operations
3.1.2 VMware HorizonClient
The VMware Horizon Client is the preferred interface for end users accessing Dizzion desktops and published apps. The Horizon Client is supported on Windows, Mac, Linux, iOS, Android, and through various third-party thin clients and zero clients. Users are not required to use the Horizon Client to access their desktops or apps, but instead can access desktops and apps through the VMware Horizon® HTMLAccess™ Portal.
3.1.3 VMware Horizon HTML access
VMware Horizon HTML Access is an alternative option to the VMware Horizon Client, where end users can access Dizzion desktops and published apps without having to install any software on a client system. This web interface provides browser-based access via HTML5. Some features and tuning capabilities are limited while using HTML5 protocol.
3.1.4 Horizon Admin Console
VMware Horizon Console is the Web interface through which organization administrators can manage virtual desktops and published desktops and applications.
This includes:
• Perform management tasks on user sessions such as disconnect, log-off, restart, and reset virtual desktops
• Perform management tasks on desktops such as assigning and un-assigning users
• Real time desktop performance monitoring
• Remote assistance
• Other support operations
3.2 Windows OS Licensing and Support
The Dizzion DaaS Service Offering can provide all Windows OS licensing required for the use of the service. Alternatively, customers may choose to use their own licenses purchased through a Microsoft authorized reseller. For customers bringing their own Microsoft OS licenses, they are responsible for:
• Ensuring compliance with applicable Microsoft license agreements.
• Contacting Microsoft or a preferred third-party for support on customer provided Microsoft products. Dizzion does not provide support for the Microsoft products provided by Customers.
Additional items to note:
• Virtual machines used for either virtual desktops, RemoteDesktop Service Host (RDSH) servers, utility servers or other purposes must use a Windows operating system unless specifically approved by Dizzion.
• All other Dizzion provided infrastructure components are licensed by Dizzion.
Contact Dizzion sales for complete details on the number of virtual machines that need to be covered with Microsoft licenses specific to your use case.
4 Virtual Machine Sizing and Options
This section details options available for virtual desktops and vApplication servers.
4.1 Image Templates and Golden Images
The customer must use image templates in providing workloads. The customer can provide image templates and can also use image templates provided by Dizzion. The customer is responsible for configuration and optimization of the images according to VirtualDesktop Infrastructure (VDI) best practices. This ensures that the images function properly in the Dizzion DaaS environment.
Image templates typically consume host storage when powered off but will consume CPU capacity and memory on the host when powered on for editing and publication. During onboarding, customers will need to inform Dizzion as to the number of images that will be maintained so that sufficient capacity on the host is reserved for these workloads.
Before Dizzion provided image templates are made available in the Dizzion C3administration console, Dizzion ensures that the image templates are:
• Tested for quality
• Checked for viruses
• Installed with security patchesCustomers are responsible for:
• Deploying and configuring the chosen image templates
• Activating related licenses
• Maintaining compliance with the applicable license terms.
• Ongoing patching and updating of Images in use
To comply with legal obligations to third-party licensors, Dizzion does not permit customers to:
• Export or download image templates
• Use Dizzion provided image templates outside the Dizzion DaaS Service
If a customer chooses to use their own image template, they must acquire legal rights before
• Importing
• Implementing
• Deploying
4.1.1 Template Upload
The Dizzion Service Offering allows for custom templates. All templates must use Open Virtualization Format (OVF) or Open Virtual Appliance (OVA) formats.Customers are required to coordinate with Dizzion to upload any custom templates. Once the transfer is completed, Dizzion will mount the received templates into the customer account, and they will be available to deploy.
4.2 Virtual Desktop Sizing
The following table shows the available base configurations for virtual desktops in the DaaS service. Resources such as vCPU, RAM, and HDD space can be added to these base configurations, but customers must choose a base configuration as a starting point for each virtual desktop workload.
|
Component |
Professional |
Premium |
|
vCPU (400Mhz per vCPU) |
2 |
2 |
|
RAM (GB) |
4 |
6 |
|
HDD (GB) |
80 |
80 |
|
Workload Type |
VDI |
VDI |
|
Windows 10 Client OS |
Yes |
Yes |
|
Windows Server OS |
Yes |
Yes |
vCPU, RAM, and HDD space can be added to these base configurations individually in increments of 2vCPU, 2GB RAM, and 500GB HDD space. HDD space is also available with multiple speed (IOPS) options. Refer to section 4.5, “Add-onStorage”, for more detail. (1vCPU=400Mhz)
4.3 Virtual Desktop types
Dizzion’s DaaS service supports the creation of VMs usingInstant Clones and Full Clones.
Each have their own benefits and potential drawbacks. Details on both types are provided here.
Instant Clones
An instant-clone desktop pool is a pool created from a GoldenImage. An instant clone is a copy of theGolden Image that shares the same virtual disks as the Golden Image. Instant clones can be used to deploy a non-persistent desktop environment, where all changes made to the virtual desktop are discarded following user logoff. Instant clones are re-provisioned from the Golden Image following each user logoff. Instant Clone VMs can be used for virtual desktops running Windows 10 or Windows ServerOperating Systems.
Instant clone VMs provision very quickly (in minutes) and have the following properties:
• All changes made to an instant clone desktop image are discarded after each user session.This means that any changes a user makes to the desktop, any downloaded files, data left on the virtual hard drive, configuration changes, and any other change does not remain on that desktop image following the user logging off the desktop.This can greatly reduce the risk of data leakage as no data persists between user sessions.
• Instant clone images can be shared among multiple users. When instant clone desktops are provisioned, they sit idle, waiting for a user connection. Because they are not assigned to one specific user, but rather a group of users, any authorized user within the group can connect to any available instant clone desktop. When a user logs off, their desktop is recreated from theGolden Image, and again awaits a user connection. Customers only need as many instant clone desktops as there are users connected at the same time. In many cases, a customer can support more users than they have virtual desktops, if not all users need to be connected at the same time.
• A Golden Image used as an instant clone can only provision desktops within a single domain. If the customer has more than one domain, a unique GoldenImage is required for each, even if the contents of the Golden Images are identical.
• Windows 10 and Windows Server client operating systems are supported.
• Instant Clone desktops do not retain any changes to the image made by a user.
• To provide a personalized desktop experience, the customer may use an Instant Clone desktop with a profile management technology such as DEM or FSLogix.
Full Clones
A full clone is an independent copy of a Golden Image that shares nothing with the Golden Image after the cloning operation. Full Clone VMs provision at a much slower rate than instant clones but provide a persistent desktop experience. That is, all data and changes that a user makes to a Full Clone virtual desktop are saved on that virtual desktop and assigned to that user. Full Clone VMs can be used for virtual desktops runningWindows 10 or Windows Server Operating Systems.
Full Clone desktops provision slower than instant clones and have the following properties:
• Full clone desktops cannot be shared among multiple users. Each user must be assigned their own, unique full clone desktop, but this does allow each user to have an experience that feels more like their own desktop or laptop, with limited restrictions on their ability to save data and modify their desktop experience.
• Full clone desktops must be patched individually, rather than at the Golden Image (for instant clones).
• Full clone desktops must have their applications and configuration settings updated individually, rather than at the Golden Image (for instant clones).
• Major revisions to software installed on a Full Clone image may require longer maintenance windows and be more difficult to troubleshoot if issues arise.
• Zero Day and other security/vulnerability updates can take significantly longer to deploy which may increase the risk of exposure.
4.4 Virtual Application Servers
Dizzion offers the ability to deploy Windows Server Virtual Machines (called vApplication Servers) in the customers PCVDC to support services provided by WindowsServer that the customer may wish to add to their Dizzion Service Offering. The customer must use these vApplicationServers for services that are in direct support of the VDI and/or remote application service delivery service. Dizzion may allow an exception for customers who want to use a vApplication Server in a role such as:
• Domain Controller/Active Directory server
• DHCP relay server
• File server
The following table shows the available base configurations for vApplication Servers in the DaaS service. Resources such as vCPU, RAM, and HDD space can be added to these base configurations, but customers must choose a base configuration as a starting point for each vApplication Server workload.
|
Component |
vApp Server (Small) |
vApp Server (Large) |
|
vCPU (400Mhz per vCPU) |
4 |
8 |
|
RAM (GB) |
16 |
32 |
|
HDD (GB) |
80 |
80 |
|
Windows 7, 8 Client OS |
No |
No |
|
Windows 10 Client OS |
No |
No |
|
Windows Server OS |
Yes |
Yes |
To continuously ensure the optimal performance of the DaaS Service offering, Dizzion reserves the right to:
• Limit resources available to vApplication servers.
• Require customers to upgrade vApplication server resources (vCPU,RAM, HDD).
• Power-off or disable vApplication Servers within a customer’s PCVDC.
Additional things to note when it comes to vApplication servers in the Dizzion DaaS environment:
• Dizzion can deploy vApplication servers within a customer tenant using an existing catalog image or a customer-provided image (OVA or OVF format).
• All vApplication servers must be compatible with the underlying VMware vSphere host version where they are deployed.
• The customer is responsible for maintaining guest OS compatibility through vSphere host upgrades.
• vApplication servers can only be deployed with a single Network Interface Card (NIC).
• Maximum HDD size per vApplication server is subject to the limits stated in section 4.5, Add-on Storage.
• The vApplication servers can only be administered by an authorized customer administrator accessing the VM directly via remote protocol or via built-in web application running on the server
• There is limited ability to customize the vApplication server’s deployment configuration relating to:
o Networking
o Load Balancing
o Auto-Scaling
o High Availability/Business Continuity
4.4.1 vApplication Server Limitations
vApplication servers must only run services that are in direct support of a customer’s DaaS service. They are not designed to support applications that require public internet access or advanced infrastructure configurations.
Customers must only use approved server functions. The use of un-approved applications is not supported, because this may interfere with service performance and user experience. vApplication servers must not intercept network communications between virtual desktops and platform components. Encrypted hard disks are not allowed within the customer’s VM environment. Customers
that need secure disk services should consider redirecting user data to their data center or may purchase third-party cloud services on which to deploy an encrypted file server as needed.
4.5 Add-on Storage
Additional (add-on)storage can be purchased in 500 GB increments. Add-on storage can be used to increase the size of a virtual hard drive on virtual desktops or vApplication servers, or to add an additional virtual hard drive to existing virtual desktops or vApplication servers. Add-on storage can be purchased as a single large quantity, and then allocated across multiple virtual desktops or vApplication servers. Storage is available in a variety of speeds(IOPS); contact your Dizzion account representative to coordinate placing an order for additional storage.
4.6 Profile Management
Dizzion does not provide a managed ProfileManagement service as part of the DaaS Service Offering, but Profile Management technology can be brought by the customer to the platform. Dizzion must approve the ProfileManagement solution being used, and the customer must installProfile Management services on a separate vApplication server inside their Dizzion tenant.
ProfileManagement requires additional storage and a file server (a vApplication server) to save profile data. Add-on storage must be purchased for this purpose.
5 Ordering and Invoicing
The following sections detail the processes, terms, and conditions for ordering Dizzion DaaS Services including invoicing, service termination and renewal.
5.1 Ordering Capacity and Services
Customers can order components of the Dizzion DaaS Service direct from Dizzion or a Dizzion authorized reseller.All orders must be coordinated with Dizzion prior to being submitted. Contact your Dizzion account representative to coordinate placing an order for capacity and services.
5.1.1 Technical Deliverables Document
As part of the order process, Dizzion requires the customer to complete a “Technical Deliverables” document. This document details the technical requirements of the service being ordered. As the Dizzion DaaS service often requires integration with an organization’s existing network(s), Active Directory services, and/or other components, it is imperative that Dizzion is aware of all necessary integration points and required configurations. Dizzion will provide this document via email to the customer contact.Any order for service initiation, initial capacity, add-on capacity, or service modification cannot be completed until this document is completed by the customer and validated by Dizzion.
5.1.2 Subscription Model
Virtual desktops within Dizzion’s DaaS service are offered as a per-desktop subscription.Dizzion does not offer a per-user subscription model. A customer must subscribe to a fixed number of virtual desktops and are invoiced for the total number of desktops under contract, regardless of the actual number of users who have connected to the Service over any period of time, or whether the Service Offering has been used or not. whether the desktops are instant clones or full clones, and whether users are assigned their own desktops, or groups of users are sharing desktops.
Other components of the Dizzion DaaS service may be offered based on the quantity of service components purchased, or the quantity of users that have access to a given component.
The Dizzion DaaS Service is available in subscription periods of 1 month, 1 year, and 3 years.
Customers can prepay for the entire committed subscription term or can choose to be invoiced monthly or annually.
5.1.3 Minimums
All initial orders must include a minimum capacity of 200 GB of RAM per data center deployment
across all customer-facing service components (i.e. virtual desktops and vApplicationServers). Capacity can be allocated across any number of virtual desktops or vApplication servers.
5.1.4 Additional Capacity and Services
Customers can purchase additional virtual desktops, vApplication servers, storage, or other services at any time during the Subscription Term. As with initial orders, customers must consult a Dizzion sales representative or a Dizzion authorized reseller to coordinate any additional orders for capacity or services.
Additional terms and fees may apply to additional services. Additional orders will be subject to the existing SubscriptionTerm and terminate concurrently with the initial order.
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