Service Description VMware Horizon Air

Transcription

1 VMware Hrizn Air Last Updated: September 3, 2015

2 This prduct is prtected by U.S. and internatinal cpyright and intellectual prperty laws. This prduct is cvered by ne r mre patents listed at dwnlad/patents.html. VMware is a registered trademark r trademark f VMware, Inc. in the United States and/r ther jurisdictins. All ther marks and names mentined herein may be trademarks f their respective cmpanies. The terms set frth in this Service Descriptin ( Service Descriptin ) apply t VMware Hrizn Air ( Service Offering ). VMware, we, r us means VMware, Inc., a Delaware crpratin, t the extent that yu are purchasing the Service Offering in the United States, and VMware Internatinal Limited, a cmpany rganized and existing under the laws f Ireland, t the extent that yu are purchasing the Service Offering utside the United States. VMware, Inc Hillview Ave. Pal Alt, CA Page 2 f 19

3 Cntents 1. INTRODUCTION SERVICE PORTALS ADDITIONAL INFORMATION SERVICE OPERATIONS SERVICE SUPPORT SERVICE PROVISIONING DISASTER AVOIDANCE AND DISASTER RECOVERY MONITORING INCIDENT AND PROBLEM MANAGEMENT CHANGE MANAGEMENT SECURITY GOLD PATTERN TEMPLATES TEMPLATE UPLOAD BUSINESS OPERATIONS ORDERING AND INVOICING METERED USAGE ADD ON CAPACITY RENEWAL SUSPENSION AND RE-ENABLEMENT TERMINATION EARLY TERMINATION APPENDIX A ORDERING AND METERED USAGE COMPONENTS APPENDIX B - HORIZON AIR SUMMARY OF ITEMS INCLUDED AND AVAILABLE FOR PURCHASE SEPARATELY 18 APPENDIX C - HORIZON AIR GUEST OS SUPPORT MATRIX APPENDIX D MICROSOFT LICENSING REQUIREMENTS Page 3 f 19

4 1. Intrductin VMware Hrizn Air ( Hrizn Air r the Service Offering ) is a family f clud-services frm VMware, that enables the delivery f virtual desktps, applicatins, and desktp disaster recvery capabilities t end-users n any device, anywhere. VMware Hrizn Air prvides three distinct services: Hrizn Air Desktps, Hrizn Air Apps, and Hrizn Air Desktp DR. Standard Service Mdel Optins Hrizn Air Standard Service allws custmers t purchase Hrizn Air Desktp and Hrizn Air Apps capacity n a 1,12, 24, r 36 mnth subscriptin term. During the subscriptin term, custmers can prvisin desktps and hsted apps VMs at any time up t the full capacity purchased thrugh the subscriptin. Fr example, a custmer wh purchased 100 standard service desktp subscriptin n a 12 mnth term can prvisin between 1 and 100 standard desktp VMs anytime during that 12 mnth term. Standard service Hrizn Air Desktps and Hrizn Air Apps are available in fur main chice-f-service mdels: Standard Desktp prvides 1 vcpu, 2GB vram, 30GB HD. Advanced Desktp prvides 2vCPU, 4GB vram, 60GB HD and the benefits f Sft3D fr the end user. Enterprise Desktp prvides 4vCPU, 8GB vram, 120GB HD and the benefits f Sft3D fr the end user. Hsted Apps Server prvides 20vCPU, 30GB vram, 120GB HD and the benefits f Terminal Services and Published Applicatins fr the end user. Fr all virtual machine OS licensing and use (such as windws client r server OS), custmers must use their wn licenses purchased thrugh their Micrsft licensing distributr. See Appendix C and D fr details n supprted Guest OS and Micrsft licensing guidance. The use f the desktp and mbile clients t access the Service Offering is gverned by separate license terms. All Standard Service ptins include tw Gld Pattern Templates fr use as the basis f the virtual desktps and hsted applicatins. In additin, custmers may chse t buy additinal hard disk strage in 1TB increments which can be distributed acrss the virtual desktp servers and Gld Pattern Template space as necessary. All Standard Service ptins are deplyed by default n dedicated cmputing servers with VMware HA and layer-2 netwrk islatin fr wrklad traffic islatin, dedicated strage vlumes, and a dedicated desktp management instance. Each service instance is deplyed with a public IP address fr VPN-less remte access. Desktps and published applicatins can be accessed via VMware Hrizn View clients directly r via the Hrizn Air Desktp Prtal via View Client, RDP r clientless HTML5 (Hrizn View Blast Prtcl). Hrizn Air Desktp DR Reservatin Capacity SLA Optins Hrizn Air Desktp custmers n a 12 mnth term r lnger can take advantage f Hrizn Air Desktp DR service and reserve access t VM capacity. This add-n ptin prvides the ultimate flexibility with a guaranteed fulfillment windw fr capacity and a wide range f cst / SLA chices. Custmers wh need Desktp DR r general burst capability with limited r n lead shuld cnsider this ptin. The reserved Capacity is purchased as an add-n and billed based n the plan chsen by the custmer. Page 4 f 19

5 Custmers can purchase DR capacity in any Hrizn Air datacenter where they have Standard Service. Once purchased, at any time during the term, custmers can request their reserve capacity r a prtin theref and pay a metered daily usage rate fr the capacity used. Fr each usage request, custmers will have a minimum f 7 days f usage and can deactivate the capacity any time thereafter. Custmers must infrm VMware when t activate the capacity by submitting a Severity 1 technical supprt request. Custmer must infrm VMware when t deactivate capacity by submitting a standard nn urgent supprt request. Hrizn Air Desktp DR ffers three SLA tiers with varying fulfillment times: Gld (8 hr) Silver (24 hr) Brnze (72 hr) Custmers can mix and match desktps mdels and SLA tiers as t best address their end user pririties. VMware will always activate Reservatin Capacity fr a particular VM mdel starting frm the highest tier (Gld) t the lwest tier (Brnze). Fulfillment times fr each plan are cunted frm when a capacity activatin request is made t VMware. Service Objects All Service Offerings include the capability t access these bjects: Dmain Binding may be managed thrugh the Hrizn Air Enterprise Center Cnsle t set up active directry, administratr rles and permissins, and end user grups. Gld Pattern Template may als be managed thrugh the Hrizn Air Enterprise Center Cnsle and are used as the base image frm which VMs are clned. Desktp Pls are the gruping bject fr VMs, Remte Desktp Sessin Hst (RDSH) published desktps, and RDS published applicatins. Pls specify which Desktp Mdel, gld pattern, desktp type, and ther plicies t apply when creating VMs. Desktp VMs can nly be created as part f a pl. Virtual Machines (VMs) are the desktp that is accessed by the end user. RDSH Published Desktps (Sessins) are the published desktps running n hsted RDSH Servers that are accessed by the end user. RDSH Published Apps (Apps) are the published applicatins running n hsted RDSH Servers that are accessed by the end user. Reservatin Capacity (SLA) is an ptin t rder additinal VMs under an agreed upn fulfillment time frame based n the plan selected. 1.1 Service Prtals Self-Service Prtals The Service includes access t three self-service cnsles: My VMware Accunt Management Cnsle ( My VMware ) prvides access t subscriptin status, integrating navigatin, viewing and management f all VMware prduct licenses and supprt under a single accunt. VMware Hrizn Air Enterprise Center Cnsle ( Cnsle ) is the primary interface fr cnsumptin and management f Hrizn Air purchased frm VMware, including dmain binding, gld pattern management, desktp prvisining, end user entitlement, and multi-factr authenticatin under the same sign n. Page 5 f 19

6 VMware Hrizn Air Desktp Prtal is the primary web interface fr accessing the desktp and published apps by end users. This interface can prvide access via RDP, can launch pre-installed VMware Hrizn View clients, r prvide brwser based access via HTML5. Users are nt required t use the prtal t access their desktp r app they can d s with the VMware Hrizn View Clients supprted n Windws, MAC, Linux, ios, Andrid, and thrugh varius zer clients. VMware will als prvide rganizatin administratr access t the Hrizn Air Applicatin Prgramming Interface (API) fr prgrammatic resurce management. 1.2 Additinal Infrmatin Technical Dcumentatin and Training Online help utlining Key Cncepts with usage examples, a Getting Started guide, and Hw T guides fr key bjects are available thrugh the Cnsle. Legal Terms Use f Hrizn Air is subject t the Terms f Service lcated at 2. Service Operatins The fllwing utlines VMware s rles and respnsibilities in the delivery f Hrizn Air. While specific rles and respnsibilities have als been identified as being wned by yu, any rles r respnsibilities nt cntained in this dcument are either nt prvided with the service r assumed t be yur respnsibility. 2.1 Service Supprt VMware Hrizn Air includes supprt fr prblems that yu reprt as related t accunt and desktp/applicatin availability, and selected additinal services t assist with adptin and related t Hrizn Air. Supprt may be prvided by bth U.S. and nn-u.s. persns, as apprpriate t meet VMware s supprt bligatins. 2.2 Service Prvisining VMware will prvide the fllwing prvisining services: Implementatin f service cmpnents (physical servers, physical strage, and physical netwrk devices) needed t supprt cntracted resurce pls. Prviding initial netwrk resurces including default Public IP addresses. Prviding initial r Reservatin Capacity resurces fr Desktp Mdels (memry, prcessing, primary strage, and netwrking) and Hsted Apps Servers. Enabling a secure pint t pint netwrk intercnnect (a.k.a. backhaul) via VPN r MPLS frm the Hrizn Air netwrk (t yur crprate netwrk). Nte MPLS is purchased separately frm yur ISP. MPLS Direct Cnnect will have an additinal mnthly charge. Prviding tw standard VMware apprved gld patterns frm the current gld pattern catalg. Prviding access t self-service training vides. Prviding tw hurs f Enterprise Center prtal walkthrugh. Page 6 f 19

7 Yu will be respnsible fr the fllwing prvisining services: Prviding crprate resurce assistance fr establishing site t site cnnectivity. Cmpleting Active Directry dmain binding. Custmizing yur Gld Pattern Templates. Creating desktp, sessin, and applicatin pls and assigning t users. Windws Client OS licensing (if applicable, and if s, cmpliance with applicable license agreements). Installing and cnfiguring custm r third party applicatins and perating systems n Gld Pattern Templates r deplyed Virtual Machines. 2.3 Disaster Avidance and Disaster Recvery VMware will prvide the fllwing services with respect t Disaster Avidance and Disaster Recvery: Data prtectin, such as rutine backups, fr the Hrizn Air infrastructure, including management and user-management interfaces wned and perated by VMware. Data and infrastructure restratin fr the Hrizn Air infrastructure, including management and user-management interfaces wned and perated by VMware. Yu are respnsible fr the fllwing services with respect t Disaster Avidance and Disaster Recvery: Data prtectin, such as rutine backups, fr the data and cntent accessed r stred n Hrizn Air VMs r strage devices, cnfiguratin settings, etc. Data, cntent, VM and cnfiguratin restratins fr assets accessed r stred n yur Hrizn Air accunt. 2.4 Mnitring VMware will prvide the fllwing services with respect t Mnitring: Mnitring the Hrizn Air infrastructure, infrastructure netwrks, tp-layer management and user-management interfaces, and cmpute, strage, and netwrk hardware fr availability, capacity, and perfrmance. VMware will als prvide custmers with a service summary level view f Desktp Mdel quta utilizatin and desktp state. Yu are respnsible fr the fllwing services with respect t Mnitring: Mnitring the assets deplyed r managed within yur Hrizn Air accunts, including, but nt limited t virtual machines, perating systems, applicatins, perating system r applicatin vulnerabilities, etc. 2.5 Incident and Prblem Management VMware will prvide incident and prblem management services (e.g., detectin, severity classificatin, recrding, escalatin, and return t service) pertaining t: Infrastructure ver which VMware has direct, administrative, and/r physical access and cntrl, such as Hrizn Air servers, strage, VPN integratin, and netwrk devices. Service sftware ver which VMware has custmer prvided administrative access and cntrl, such as the Hrizn Air Cnsle. Page 7 f 19

8 VMware-prvided perating system templates t the extent that: Published templates cannt be accessed Published templates cannt be used fr prvisining withut mdificatin Published templates cause errrs at first run time There are substantial hangs r excessive delays in the retrieval f a template The cnfiguratin f a published template affects the virtual machine s interactin with the hypervisr Time synchrnizatin issues (NTP) exist Yu are respnsible fr incident and prblem management (e.g., detectin, severity classificatin, recrding, escalatin, and return t service) pertaining t: Yur accunt settings under ur administrative management (dmain, 2 factr authenticatin). User-deplyed and cnfigured assets such as VMs, custm develped r third party applicatins, custm r user-deplyed perating systems, netwrk cnfiguratin settings, and user accunts. Operating system administratin including the perating system itself r any features r cmpnents cntained within it. VPN integratin. Perfrmance f user-deplyed VMs, custm r third party applicatins, yur databases, perating systems imprted r custmized by yu, r ther assets deplyed and administered by yu that are unrelated t the Hrizn Air Cnsle, Hrizn Air Desktp Prtal, r Hrizn Air service. Anything else nt under the direct cntrl and administratin f VMware peratins. 2.6 Change Management VMware will prvide the fllwing change management elements: Prcesses and prcedures t maintain the health and availability f the Hrizn Air Enterprise Center Cnsle r Hrizn Air service cmpnents. Please see the VMware Hrizn Air Service Level Agreement fr maintenance details. Prcesses and prcedures t release new cde versins, ht fixes, and service packs related t the Hrizn Air Enterprise Center Cnsle, r Hrizn Air service cmpnents. Yu are respnsible fr: Management f changes t yur VMs, perating systems, custm r third party applicatins, and administratin f general netwrk changes within yur cntrl. Administratin f self-service features prvided thrugh the VMware and Hrizn Air user cnsles, up t the highest permissin levels granted t yu. Including but nt limited t VM and dmain functins, backup administratin, and general accunt management, etc. Cperating when planned and emergency maintenance is required. 2.7 Security The end-t-end security f Hrizn Air is shared between VMware and yu. VMware will prvide security fr the aspects f the Service ver which it has sle physical, lgical, and administrative level cntrl. Yu are respnsible fr the aspects f the Service ver which yu have administrative level access r Page 8 f 19

9 cntrl. The primary areas f respnsibility between VMware and yu are utlined belw. VMware will use cmmercially-reasnable effrts t prvide: Physical Security: VMware will prtect the data centers husing Hrizn Air frm physical security breaches. Infrmatin Security: VMware will prtect the infrmatin systems used t deliver Hrizn Air fr which it has sle administrative level cntrl. Netwrk Security: VMware will prtect the netwrks cntaining its infrmatin systems up t the pint where yu have sme cntrl, permissin, r access t mdify yur netwrks. Security Mnitring: VMware will mnitr fr security events invlving the underlying infrastructure servers, strage, netwrks, and infrmatin systems used in the delivery f Hrizn Air fr which it has sle administrative level cntrl ver. This respnsibility stps at any pint where yu have sme cntrl, permissin, r access t mdify an aspect f the Service Offering. Patching & Vulnerability Management: VMware will maintain the systems it uses t deliver the Service ffering, including the applicatin f patches it deems critical fr the target systems. VMware will perfrm rutine vulnerability scans t surface critical risk areas fr the systems it uses t deliver the Service Offering. Critical vulnerabilities will be addressed in a timely manner. Yu shuld address: Infrmatin Security: Yu are respnsible fr ensuring adequate prtectin f the infrmatin systems, data, cntent r applicatins that yu deply and/r access n Hrizn Air. This includes, but is nt limited t, any level f patching, security fixes, data encryptin, access cntrls, rles and permissins granted t yur internal, external, r third party users, etc. Netwrk Security: Yu are respnsible fr the security f the netwrks ver which yu have administrative level cntrl. This includes, but is nt limited t, maintaining effective firewall rules, expsing cmmunicatin prts that are nly necessary t cnduct business, lcking dwn prmiscuus access, etc. Security Mnitring: Yu are respnsible fr the detectin, classificatin, and remediatin f all security events that are islated with yur Hrizn Air accunt, assciated with VMs, perating systems, applicatins, data, r cntent, surfaced thrugh vulnerability scanning tls, r required fr a cmpliance r certificatin prgram in which yu are required t participate and which are nt serviced under anther VMware security prgram. Cmprmised Desktps: Yu are respnsible fr any cmprmised desktps and reslving related issues. VMware reserves the right t suspend desktps r whle custmer accunts if cmprmised desktps are detected in rder t prtect VMware s infrastructure and business peratins. 2.8 Gld Pattern Templates VMware will prvide a catalg f supprted virtual desktp Gld Pattern Templates that yu may deply int yur Hrizn Air envirnments. The deplyment and use f such templates will be subject t the Third Party Terms lcated at and may be subject t additinal Subscriptin Sftware fees as further described in Appendix A f this Service Descriptin. VMware will prvide these templates, test them fr quality, check fr viruses, and install security patches befre making them available in the Enterprise Center Cnsle. VMware will als maintain and update these templates frm time t time. Yu are respnsible fr deplying and cnfiguring the virtual desktp Gld Pattern Templates that yu chse t use, activating related licenses, and maintaining cmpliance with such license terms. In rder t cmply with VMware s legal bligatins t ur third party licensrs, yu will nt be permitted t Page 9 f 19

10 exprt, dwnlad, r remve certain templates r any installed frms f certain templates fr installatin r use utside f the Service Offering. Fr mre details regarding the licensing f Desktp Gld Pattern Templates, please see the Third Party Terms lcated at Yu may implement r imprt yur wn Gld Pattern Templates s lng as yu have the legal right t deply and use the sftware cntained in such templates. Templates that are prvided by VMware and infrequently used, ut-f-date, r n lnger supprted may be remved at any time. 2.9 Template Uplad Hrizn Air will supprt template uplads. All templates must use Open Virtual Machine Frmat (OVF). Once transfer is cmpleted, VMware will munt the received template int the custmer accunt, and thereafter it will be usable as a Gld Pattern Template. Page 10 f 19

11 3. Business Operatins This sectin summarizes prcesses fr rdering, scaling, renewing, suspending, and terminating VMware Hrizn Air. 3.1 Ordering and Invicing Subscriptin Ordering Invicing Initial rders include cre Desktp and Hsted Apps Capacity, Reservatin Capacity, Supprt, IP Address, and Internet Bandwidth cmpnents fr a single Service instance ( Service Identifier, r SID) and are described in further detail in Appendix A. The initial purchase establishes the default billing relatinship that applies t all transactins fr that SID fr the duratin f the cntract; fr example, if the initial rder is placed thrugh a VMware Authrized Reseller, then, by default, any subsequent payments related t that Service Identifier will be made thrugh that Reseller. This billing relatinship may be mdified at time f renewal. When rdering the Service Offering, yu will be required t fill ut a detailed prvisining questinnaire prvided t yu by Hrizn Air peratins. This infrmatin is required t fulfill the rder and must be returned t Hrizn Air peratins within 10 days f submitting the rder. Failure t respnd within the specified time may result in fulfillment delays f 6-8 weeks. Failure t respnd within 45 days may result in cancellatin f the rder by VMware. Additinal capacity may be purchased at the time f initial rder r any time after the initial rder. Activating sme r all f yur Reservatin Capacity can be dne by cntacting VMware supprt with a Severity 1 pririty and requesting activatin f Reservatin Capacity. Billing fr in use Reservatin Capacity will start n the first full day after fulfillment is cmplete. Minimum billing perid fr in-use Reservatin Capacity is 7 days frm billing start. Deactivating sme r all f yur in use Reservatin Capacity can be dne by cntacting VMware supprt. Billing fr deactivated Reservatin Capacity will stp n the first full day after the request is received. Reservatin Capacity may nly be activated nce a fulfillment cmplete ntificatin has been cmmunicated fr the rder. Additinal services, such as additinal Hard Disk Strage, may be purchased with the initial rder r thrugh the My VMware prtal at any time during the subscriptin term. Additinal terms and fees may apply t such additinal services. Accunt changes t capacity can be made by rdering additinal capacity r services any time befre the end f the cntracted term. Changes t the VMware Authrized Reseller assciated with a SID may be made at the time f renewal by cntacting VMware as nted belw. Service reductins may be crdinated with VMware at the time f renewal and will require a new rder fr the reduced Service Offering capacity. Hwever, in the event the capacity assciated with yur reduced Service Offering rder is less than the capacity required t sustain yur then current wrklads, VMware will bill yu fr the excess capacity at the then current rates until such time as yu ve released the excess capacity and VMware has reclaimed it. Reductin rders must be submitted t VMware a minimum f 30 days frm the date f renewal. Reductin rders n cntract terms less than 12 mnths r n the On Demand service must be submitted t VMware a minimum f 5 days frm the date f renewal. When yu purchase the Service Offering directly frm VMware, VMware will invice yu fr all Page 11 f 19

12 rdered services within thirty (30) business days after the beginning f each Billing Perid. When yu purchase the Service Offering thrugh a VMware Authrized Reseller, the Reseller will invice yu as mutually agreed between yu and such Reseller. Plan Charges, as defined in Appendix A, will be inviced by VMware fr the then-current Billing Perid unless yu chse a prepaid Service Offering SKU, in which case yu will be billed fr the rdered subscriptin term. Shuld the Service Offering nt be prvided fr the entire Billing Perid, then the fees fr such perid will be prrated (a) frm the day the Service Offering was first prvided thrugh the end f the Billing Perid, r (b) frm the beginning f the Billing Perid thrugh the last day in the Billing Perid the Service Offering was prvided, as apprpriate. Usage Charges, as defined in Appendix A, will be inviced by VMware n the next billing date fllwing the Billing Perid in which they were used. If yur SID is prvisined within 5 business days f the billing date, yu may nt receive the first invice fr Usage Charges until the secnd billing date fllwing the SID prvisining. 3.2 Metered Usage Metered Usage cmpnents such as Reservatin Capacity in use are available fr cnsumptin at any time under the Terms f Service. Yu are bligated t pay fr such Metered Usage cmpnents at the lessr f the cntracted rate r then-current rates published by VMware if yu purchased the Service Offering directly frm VMware, r frm the rates agreed with the VMware Authrized Reseller if yu purchased the Service Offering via a Reseller. Such charges will be billed by VMware as Usage Charges. A list f Metered Usage cmpnents is prvided in Appendix A. 3.3 Add On Capacity Add-n capacity (such as additinal desktps, hsted app servers, and strage) and services as described abve may be purchased at any time t meet new r expanded requirements. Additinal desktps, strage and Reservatin Capacity may be added via the My VMware prtal r thrugh purchase rder. The Term fr add-n capacity r services will be set t terminate at the same time as the cre subscriptin term fr the SID. If add-n desktp capacity causes yu t achieve a higher vlume tier, any per-unit price reductins will apply t the remaining term f the SID if billed mnthly. Prepaid subscriptins will nt receive a refund fr the per-unit price reductin due t achieving a higher vlume tier. Per-unit price reductins will apply t the add-n desktp capacity fr bth mnthly and prepaid subscriptins added after the higher vlume tier is achieved. 3.4 Renewal VMware reserves the right t nt renew an SID at the end f its subscriptin term. In the event f a nnrenewal by VMware, we will ntify yu 30 days prir t the end f the subscriptin term. Renewal ptins fr each SID may be selected using the My VMware administrative prtal. Renewal ptins include: Aut-Renewal (the default setting) Except as set frth in this Sectin 3.3, each SID will autmatically renew using the current cnfiguratin and the existing rder term length. The then-current SKU s and pricing, based n the applicable price list, will be applied t such renewal term. Yu may pt-ut f aut-renewal by changing yur renewal Page 12 f 19

13 ptin setting fr the SID within the My VMware Prtal available at The deadline t change the renewal ptin is 30 days prir t the last day f the current SID subscriptin term. Mdify Subscriptin Service at End f Term When this ptin is selected, yu may be cntacted prir t the end f the SID term t discuss yur renewal ptins. Yu may mdify yur Service Offering cnfiguratin and make changes t yur reseller relatinship, if applicable, by bth changing yur setting fr the SID within the My VMware Prtal available at and issuing a new purchase rder. If yu d nt make any changes t yur current SID by the deadline belw and/r yu d nt issue a new purchase rder fr the new Service Offering t VMware r yur VMware Authrized Reseller, if applicable, yur existing SID, as currently cnfigured, will autmatically renew with VMware r yur existing reseller. When yu purchase the Service Offering thrugh a VMware Authrized Reseller, a manual renewal is the nly time a custmer may elect a change in reseller relatinship fr that specific SID. The deadline t change the renewal ptin is 30 days prir t the last day f the current SID subscriptin term. Terminate at End f Term Yu may terminate yur existing SID renewal by changing yur setting fr the SID within the My VMware Prtal available at When this ptin is set, then yur access t the Service Offering will expire at the end f the SID term. The deadline t select the terminatin ptin is 30 days prir t the last day f the current SID subscriptin term. 3.5 Suspensin and Re-Enablement While a SID is suspended by VMware fr delinquent payment r any ther reasn as detailed in the Terms f Service, VMware will restrict access t all SIDs and blck all traffic acrss their Public IP addresses. VMware will retain SIDs with cnfiguratins and data intact until the issue is reslved r the service expires r is terminated. SID re-enablement will be initiated immediately upn reslutin f the accunt issues that led t suspensin; access t the Service Offering and traffic acrss IP Addresses will be restred. 3.6 Terminatin Full terminatin f an SID due t cntract expiratin, terminatin, cancellatin, r any ther cause will result in permanent lss f access t the envirnments, discntinuatin f accunt services, and a deletin f such envirnments, cnfiguratins and data accrding t VMware s internal data retentin plicy. Data frm a terminated SID will nt be retained by VMware beynd terminatin f such SID. 3.7 Early Terminatin Hrizn Air mnthly-paid subscriptins with an initial term f 12 mnths r mre are eligible fr early terminatin. Hrizn Air annually-paid subscriptins with an initial term f 24 mnths r mre are eligible fr early terminatin. Pre-paid subscriptins are nt eligible. Add-ns are eligible nly t the extent that the underlying mnthly-paid cre subscriptin is als terminated. The terminatin can be effective nly after the first 3 mnths f that term, and upn advance ntice t VMware. Yu als must pay a fee equal t ne mnth f cntracted subscriptin fees (including add-n fees) fr every 12 mnth perid (r prtin theref) remaining n yur Subscriptin Term as f the effective terminatin date. Fr example: Mnths Remaining n Subscriptin Term at Effective Terminatin Date Eligible Plans Early Terminatin Fee Amunt Less than 12 mnths Equal t 1 mnth f cntracted subscriptin fees Mnthly Page 13 f 19

14 At least 12 mnths, but less than 24 mnths At least 24 mnths, but less than 36 mnths (including add-n fees) Equal t 2 mnths f cntracted subscriptin fees (including add-n fees) Equal t 3 mnths f cntracted subscriptin fees (including add-n fees) Mnthly Annually Mnthly Annually T give the required ntice fr the SID yu want t terminate, please cntact the VMware Glbal Supprt and Services team by filing a Supprt Request in the My VMware Prtal, at Yu must prvide 30 t 60 days advance ntice. The terminatin (the last active day fr yur SID) will be effective n the last day f yur next subscriptin Billing Perid. Fr example, if yur subscriptin Billing Perid ends n the 15 th f each mnth (please nte that this may be different frm yur billing date), yu must ntify us by April 15 th t terminate yur SID effective May 15 th ; if ntice is prvided n April 16 th, the SID will be terminated effective June 15 th. Page 14 f 19

15 Appendix A Ordering and Metered Usage Cmpnents This Appendix A t the Service Descriptin utlines the cmpnents that may be purchased by the Custmer during the initial r subsequent rders and the cmpnents that will be billed based n actual usage. Definitins: Bandwidth is the netwrk cnnectivity frm yur Hrizn Air t the public Internet using VMware s Internet service prviders. Bandwidth is cnsumed when data is either transferred r received by yur purchased class f service. Billing Date is the date when VMware will peridically bill fr the Service Offering. Billing Dates will ccur mnthly unless therwise indicated. Billing Perid is the perid fr which the Service Offering is being billed. Billing Perids are mnthly and are related t the prvisining f yur SID, unless therwise indicated. Desktp Mdel is a bundle f cmpute, memry, strage and bandwidth capacity that can be instantiated as a desktp. A cre rder cnsists f a quantity f a specific Desktp Mdel as defined belw. Cre Cmpnents are Desktp Mdels that include a public IP Address and Supprt, and strage fr tw Gld Pattern Templates. Gld Pattern Templates are master images that can be mdified in the Enterprise Center Cnsle and are used t create virtual desktps. IP Addresses are used t prvide cnnectivity frm the public Internet. Metered Usage Cmpnents are thse Service Offering elements that are billed based upn actual usage. Metered Usage Cmpnents are: Reserved In Use Desktps. Plan Charges are thse Service Offering cmpnents that are nt billed based upn usage (i.e., thse cmpnents that yu have cmmitted t purchase and are recurring during the subscriptin term withut regard t use). These charges will be inviced fr the then-current Billing Perid as described in Sectin 3.1 f this Service Descriptin. Reservatin Capacity is an SLA guarantee fr specific desktp mdel capacity t be delivered within a specific time frame as set by the specific purchased plan. Reserved Desktp In Use is a fulfilled desktp mdel capacity that has been activated by the custmer during the term. In use desktps must be active fr a minimum f 7 days. Strage cntains blck level VM capacity surfaced t yu thrugh yur purchased class f service. Strage is rdered in the increments defined belw. Strage usage is intended fr cre perating system and applicatins nly. Subscriptin Sftware is any sftware prvided t yu and fr which yu are billed fr its use. Supprt is the service t be delivered by VMware as described in Sectins 2.2 t 2.7 f this Service Descriptin. Third-Party Licenses are thse licenses fr third-party sftware that are made available t yu as ptinal services (either thrugh the Service Catalg r therwise). Usage Charges are thse Service Offering cmpnents that are billed based upn usage. These Page 15 f 19

16 charges will be inviced in arrears as described in Sectin 3.1 f this Service Descriptin. Ordering Cre Cmpnents Cre cmpnents are rdered fr specific subscriptin terms. Each cmpnent will be inviced and payable n a mnthly basis r inviced and payable as a lump sum if a pre-paid Service Offering is rdered. At least 1 starter pack must be rdered per data center lcatin. See Appendix C fr Guest VM cmpatibility details. Each cre ffering cmes with the fllwing standard ptins: IP Addresses: 1 Public IP Address fr access t the Enterprise Center Cnsle and Desktp Prtal/Brker Bandwidth: Each accunt is prvided an aggregate bandwidth amunt equal t the sum f desktp peak bandwidths as ttaled frm the desktp mdels rdered 1. Average expected bandwidth is als listed fr each mdel fr client side planning purpse. Supprt: 24x7 Prductin Supprt Standard Desktp Cre 50 Desktps that can run a Windws Client r Windws Server OS with the fllwing specificatins: vcpu: 1 vcpu vram: 2 GB vhd: 30 GB IOPS: 20 Average Bandwidth: 100 Kbps Peak Bandwidth: 500 Kbps Sft3D Enabled: N Wrklad Type: VDI Advanced Desktp Cre 50 Desktps that can run a Windws Client r Windws Server OS with the fllwing specificatins: vcpu: 2 vcpu vram: 4 GB vhd: 60 GB IOPS: 40 Average Bandwidth: 500 Kbps Peak Bandwidth: 2000 Kbps Sft3D Enabled: Yes Wrklad Type: VDI Enterprise Desktp Cre 50 Desktps that can run a Windws Client r Windws Server OS with the fllwing specificatins: vcpu: 4 vcpu vram: 8 GB 1 Example: An accunt with 50 Standard desktps and 50 Advanced desktps will have 125Mbps f ttal aggregate bandwidth available fr all the accunts desktps Page 16 f 19

17 vhd: 120 GB IOPS: 80 Average Bandwidth: 500 Kbps Peak Bandwidth: 2000 Kbps Sft3D Enabled: Yes Wrklad Type: VDI Hsted Apps Server Cre 5 servers that can run a Windws Server OS with RDSH with the fllwing specificatins: vcpu: 20 vcpu vram: 30 GB vhd: 120 GB IOPS: 400 Average Bandwidth: 2500 Kbps Peak Bandwidth: Kbps Sft3D Enabled: Yes Wrklad Type: Terminal Services Published Desktps & Apps Due t service imprvements and perfrmance tuning, VMware reserves the right t mdify the Hsted Apps Server specificatins and quantities s lng as the ttal capacity f Hsted Apps Servers purchased is f equal t r greater than the specificatin in this dcument. Fees and Charges When yu rder directly frm VMware, VMware will invice yu based upn the fees listed in VMware s then current applicable price list, r as therwise agreed with VMware in the rder. When yu rder frm a VMware Authrized Reseller, that reseller will invice yu based upn their price list r as therwise agreed with yu. Orders that add services r capacity t an existing SID will be rdered frm VMware r a Reseller based upn the manner in which the SID was bked and will be c-termed t the end f the SID subscriptin perid. Specifically, if a reseller is already billing yu fr the SID, then the rder fr such additinal services r capacity will als be placed thrugh that reseller, and the price that yu agree t pay and ther applicable terms will be based upn yur agreement with that reseller. Usage Restrictins Hrizn Air VMs are intended fr use with desktp and terminal services applicatins. Special exemptin is prvided fr custmers wh wish t use a VM instance as a utility server (s.a. dmain cntrller, active directry server, DHCP relay r file server). 1 VM in the tenant may be used as a utility server withut drawing frm the desktp quta purchased. Any additinal utility servers will cunt twards the desktp quta purchased by subtracting the ttal CPU and Memry resurces cnsumed fr utility service as expressed in terms f whle number f desktps frm the ttal VMs purchased. Any use f server based applicatins r transactinal applicatins is nt supprted and may interfere with perfrmance and user experience. Encrypted hard disks are nt allwed within the Hrizn Air VM envirnment. Custmers wh need secure disk services shuld cnsider redirecting user data t their data center r can purchase vclud Air virtual private clud instance and deply an encrypted file server fr user data. Page 17 f 19

18 Appendix B - Hrizn Air Summary f items included and available fr purchase separately Included in Hrizn Air: Infrastructure fr desktps, hsted apps servers and images (based n SKUs rdered) Tw standard VMware image templates per accunt Chice frm Micrsft Windws 7, Windws 8.1, Windws Server 2008 R2, Windws Server 2012 R2 One time walkthrugh f administratin cnsle (2 hrs) at accunt setup Optinal: SKUs: Additinal strage in 1TB increment fr use with desktps r images Direct Cnnect fr MPLS bridging Services Included: One VM t serve as a utility server (s.a. dmain cntrller, dhcp relay, r file server) Additinal utility servers can be created but will cnsume desktp quta equal t the ttal amunt f vcpu/memry used by the utilityservers. One time VPN and netwrk cnfiguratin per Hrizn Air datacenter lcatin setup Available fr purchase separately via VMware Prfessinal Services and nt included in the Hrizn Air Cre and Addn SKUs: Advanced Onbarding Assistance (SKU: CON-HZAIR-ADVON) Recmmended fr successful prf f cncept and prductin deplyments Prject Management Use Case Assessment & Definitin Desktp Engineering and Image Management Misc. prfessinal services requests Available fr purchase frm 3 rd parties that may be required t cmplete the service setup: MPLS service frm custmer t VMware datacenter Direct Cnnect setup inside the datacenter t Hrizn Air Page 18 f 19

19 Appendix C - Hrizn Air Guest OS Cmpatibility Table Hrizn Air supprts the use f the fllwing Windws perating systems n virtual machines hsted within Hrizn Air. Operating System Patch / SP 32 / 64 bit Additinal Variants / Specs Win7 Base / SP1 Bth Prfessinal / Enterprise VDI / RDSH VDI Win 8.0 Bth Enterprise VDI Win 8.1 Bth Prfessinal / Enterprise VDI Win Server 2008 R2 SP1 64 Only Datacenter Editin Bth Win Server Only Standard, Data center Bth Win Servers 2012 R2 64 Only Standard, Data Center Bth Appendix D Micrsft Licensing Recmmendatins The fllwing are recmmendatins nly. Please verify licensing requirements and restrictins with yur Micrsft Licensing distributr. Hrizn Air des nt prvide any guest OS licensing required fr the full use f the Hrizn Air slutin. All necessary Micrsft licenses fr perating Hrizn Air Desktps and Hsted Apps Servers are available frm yur preferred Micrsft Licensing distributr. Micrsft windws 7 and 8.x OS licensed guest VMs require Micrsft Virtual Desktp Access (VDA) subscriptin license r Micrsft Sftware Assurance fr Windws. Windws Server VMs must use Windws Server OS licenses. Custmers are advised t bring 1 Windws Server Datacenter Editin fr 2 Prcessrs fr every 120 standard desktps, r 60 advanced desktps, r 30 enterprise desktps, r 5 Hsted Apps Servers. In additin, custmers are required t bring 1 Remte Desktp Service (RDS) Custmer Access License (CAL) fr each user wh will access a Windws Server VDI VM r Hsted Apps Server. Please nte as Hrizn Air supprting hardware and Micrsft Licensing plicy may change ver time, please check with Hrizn Air custmer services fr the latest recmmendatins. Page 19 f 19