Service Description VMware vcloud Air

Transcription

1 Service Descriptin VMware vclud Air Last Updated: August 31, 2016

2 Service Descriptin VMware vclud Air 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 the VMware vclud Air Service Offerings (each a Service Offering and cllectively, the Service Offerings ). VMware, we, r us means VMware, Inc., a Delaware crpratin, t the extent that yu are purchasing the Service Offering in the United States, VMware vclud Service G.K., a cmpany rganized and existing under the laws f Japan, t the extent that yu purchase the Service Offering in Japan, and VMware Internatinal Limited, a cmpany rganized and existing under the laws f Ireland, t the extent that yu are purchasing the Service Offering elsewhere. VMware, Inc Hillview Ave. Pal Alt, CA Page 2 f 26

3 Service Descriptin VMware vclud Air Cntents 1. INTRODUCTION SERVICE PORTALS TECHNICAL DOCUMENTATION AND TRAINING LEGAL TERMS SERVICE SUPPORT VCLOUD AIR IAAS SERVICE OPERATIONS SERVICE PROVISIONING DATA RECOVERY MONITORING INCIDENT AND PROBLEM MANAGEMENT CHANGE MANAGEMENT SECURITY VIRTUAL SERVER DEPLOYMENT TEMPLATES STORAGE NETWORKING SERVICES MIGRATION HYBRID CLOUD MANAGER (OPTIONAL) OFFLINE DATA TRANSFER SERVICE (OPTIONAL) VCLOUD AIR VSPHERE CLIENT PLUG-IN (OPTIONAL) DATA PROTECTION (OPTIONAL) DIRECT CONNECT (OPTIONAL) DISASTER RECOVERY (OPTIONAL) OBJECT STORAGE (OPTIONAL) BUSINESS OPERATIONS ORDERING AND INVOICING METERED USAGE RENEWAL SUSPENSION AND RE-ENABLEMENT TERMINATION EARLY TERMINATION (DEDICATED CLOUD, VIRTUAL PRIVATE CLOUD, AND DISASTER RECOVERY ONLY) APPENDIX A ORDERING AND METERED USAGE COMPONENTS Page 3 f 26

4 Service Descriptin VMware vclud Air 1. Intrductin VMware vclud Air is a grup f secure clud service fferings perated by VMware, giving IT rganizatins a VMware-cmpatible platfrm t extend their clud infrastructure and sftware deplyments seamlessly beynd their data centers. 1.1 Service Prtals Self-Service Prtals The Service Offerings include access t tw 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 vclud Air Cnsle ( Cnsle ) is the primary interface fr access, cnsumptin, and management f clud resurces purchased frm VMware, including virtual data center management, cnfiguratin f netwrk services, and virtual machine instance lifecycle management. Fr mre advanced management tasks, the Cnsle prvides direct access t vclud Directr under the same sign-n. VMware will als prvide rganizatin administratr access t the vclud Applicatin Prgramming Interface (API) fr prgrammatic resurce management r wrklad migratin thrugh VMware vclud Cnnectr and vclud Air Hybrid Clud Manager. 1.2 Technical Dcumentatin and Training Dcuments and vides utlining Key Cncepts with usage examples, a Getting Started guide, and Hw T guides fr key bjects are available thrugh the Cnsle and n VMware Learning, Service, and ther websites. 1.3 Legal Terms Use f the vclud Air Service Offerings is subject t the Terms f Service lcated at Service Supprt VMware will prvide supprt fr prblems that yu reprt, and selected additinal services t assist with adptin and related t the vclud Air Service Offerings. Supprt may be prvided in any cuntry in which VMware r its agents maintain facilities. T the extent yu prvide Yur Cntent (as defined in the Terms f Service) in cnnectin with supprt, we will handle Yur Cntent in any such cuntry in accrdance with the applicable Terms f Service. Page 4 f 26

5 Service Descriptin VMware vclud Air 2. vclud Air IaaS Service Operatins Service Optins vclud Air as an Infrastructure-as-a-Service ffering is perated and managed by VMware, with fur class-f-service alternatives: Dedicated Clud class f service prvides a single-tenant private clud with dedicated cmputing servers, layer-2 netwrk islatin fr wrklad traffic, dedicated strage vlumes, and a dedicated clud management instance. Infrastructure capacity may be allcated t a single virtual data center r multiple data centers at yur ptin. Virtual Private Clud class f service prvides a multi-tenant virtual private clud with lgicallyislated resurces n shared physical infrastructure, cnfigured as a single virtual data center with netwrking resurces. Disaster Recvery class f service prvides a reserved multi-tenant virtual private clud, cnfigured as a disaster recvery virtual data center (Disaster Recvery-VDC) fr replicatin, failver, and recvery f remte virtual machines. Similar t Virtual Private Clud, this class f service leverages lgically-islated resurces n shared physical infrastructure. Virtual Private Clud OnDemand class f service prvides a multi-tenant virtual private clud with lgically-islated resurces n shared physical infrastructure, allcated t a single virtual data center r multiple virtual data centers at yur ptin. Service Objects Each class f service includes the capability t access these bjects and manage them t align with different cnsumptin and administratin mdels: Virtual Data Centers (VDCs) in all classes f service will be set up with an internal VDC netwrk and edge gateway with ptinal NAT-ruted netwrk. Virtual Machines (VMs) are first-class bjects in vclud Air interactins; they may be created and managed individually. VMware vsphere vapps will be visible alng with their virtual machine assciatins n the vclud Air Cnsle, but can be created r managed nly thrugh VMware vclud Directr. Netwrks may be managed thrugh the vclud Air Cnsle fr edge gateway cnfiguratin and cmmn use cases such as NAT mappings, firewall rules and virtual machine t netwrk assignment. Advanced settings cnfiguratin and management such as VPN setup, lad balancing and netwrk creatin can be dne thrugh vclud Directr. The fllwing utlines VMware s rles and respnsibilities in the delivery f the vclud Air IaaS Service Offering. 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 Offering r assumed t be yur respnsibility. 2.1 Service Prvisining VMware will prvide the fllwing Prvisining Services: Implementatin f platfrm cmpnents (physical servers, physical strage, and physical netwrk devices) needed t supprt cntracted resurce pls when applicable. Prviding initial netwrk resurces including default Public IP addresses when applicable. Prviding initial resurce pls (memry, prcessing, primary strage, and netwrking) when Page 5 f 26

6 Service Descriptin VMware vclud Air applicable. Creating the initial administrative user accunt in the Cnsle using default administratr privileges and system preferences. Yu will be respnsible fr the fllwing Prvisining Services: Creating user accunts in the vclud Air Cnsle, and changing default system preferences as needed. Creating and cnfiguring applicable Virtual Data Centers, vapps, VMs, and Netwrks using deplyment templates and wizards. Installing and cnfiguring custm r third party applicatins and perating systems n deplyed Virtual Machines. Deplying and maintaining n-premises deplyments f vsphere Replicatin fr use with Disaster Recvery, including but nt limited t: installatin f vsphere Replicatin, registering yur lcal vsphere envirnment(s) with vclud Air, selecting virtual machines fr prtectin, and assigning a Recvery Pint Objective (RPO) fr replicatin frequency. 2.2 Data Recvery VMware will prvide the fllwing services with respect t Data Recvery: Data prtectin, such as rutine backups, fr the vclud Air infrastructure, including tp-layer management and user-management interfaces wned and perated by VMware. Data and infrastructure restratin fr the vclud Air infrastructure, including tp-layer management and user-management interfaces wned and perated by VMware. Yu will be respnsible fr the fllwing services with respect t Data Recvery: Data prtectin, such as rutine backups, fr the data and cntent accessed r stred n vclud Air virtual machine s r strage devices, cnfiguratin settings, etc. Data, cntent, virtual machine and cnfiguratin restratins fr assets accessed r stred n yur vclud Air accunt. 2.3 Mnitring VMware will prvide the fllwing services with respect t Mnitring: Mnitring the vclud Air infrastructure, infrastructure netwrks, tp-layer management and user-management interfaces, and cmputing, strage, and netwrk hardware fr availability, capacity, and perfrmance. VMware will als prvide custmers with a Virtual Data Center and virtual machine level view f cmpute and strage resurce utilizatin and availability. Yu are respnsible fr the fllwing services with respect t Mnitring: Mnitring the assets deplyed r managed within yur vclud Air accunts, including, but nt limited t virtual machines, perating systems, applicatins, specific netwrk cnfiguratins, perating system r applicatin vulnerabilities, etc. 2.4 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: Page 6 f 26

7 Service Descriptin VMware vclud Air Infrastructure ver which VMware has direct, administrative, and/r physical access and cntrl, such as vclud Air servers, strage, and netwrk devices. Service sftware ver which VMware has direct administrative access and cntrl, such as the vclud Air Cnsle, vclud Directr applicatin, and ther applicatins that VMware uses in delivery f the Service Offering. VMware-prvided perating system templates t the extent that: Published templates cannt be accessed frm the Service Catalg Published templates cannt be instantiated withut mdificatin Published templates cause errrs at first run time There are substantial hangs r excessive delays in the retrieval f a template frm the Service Catalg The cnfiguratin f a published template affects the virtual machine s interactin with the hypervisr Time synchrnizatin issues (NTP) exist VMware-prvided Tls, including VMware Tls Installatin and Cnfiguratin VMware Tls ptimizatin Perfrmance tuning as it relates t VMware tls and drivers Yu are respnsible fr incident and prblem management (e.g., detectin, severity classificatin, recrding, escalatin, and return t service) pertaining t: Yur rganizatin, virtual data center, vapp, r rganizatin netwrk administratin, cnfiguratin, and mdificatin User-deplyed and cnfigured assets such as virtual machines, 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. Perfrmance f user-deplyed virtual machines, 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 vclud Air Cnsle, vclud Directr, r vclud Air platfrm. 2.5 Change Management VMware will prvide the fllwing change management elements: Prcesses and prcedures t maintain the health and availability f the vclud Air Cnsle, vclud Directr, r vclud Air platfrm. Prcesses and prcedures t release new cde versins, ht fixes, and service packs related t the vclud Air Cnsle, vclud Directr, r vclud Air platfrm. Yu are respnsible fr: Management f change t yur virtual machines, perating systems, custm r third party applicatins, databases, and administratin f general netwrk changes within yur cntrl. Page 7 f 26

8 Service Descriptin VMware vclud Air Administratin f self-service features prvided thrugh the VMware and vclud Air user cnsles, up t the highest permissin levels granted t yu. Including but nt limited t virtual machine and netwrk functins, backup administratin, user cnfiguratin and rle management, general accunt management, etc. 2.6 Security The end-t-end security f the vclud Air is shared between VMware and yu. VMware will prvide security fr the aspects f the Service Offering ver which it has sle physical, lgical, and administrative level cntrl. Yu are respnsible fr the aspects f the Service Offering ver which yu have administrative level access r 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 the vclud Air IaaS frm physical security breaches. Infrmatin Security: VMware will prtect the infrmatin systems used t deliver the vclud Air IaaS 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 the vclud Air IaaS 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 Offering, 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 the vclud Air IaaS. 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 vclud Air accunt, assciated with virtual machines, 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. 2.7 Virtual Server Deplyment Templates VMware will prvide a catalg f supprted virtual server deplyment templates that yu may deply int yur vclud Air IaaS envirnments fr Dedicated Clud, Virtual Private Clud, and Virtual Private Clud OnDemand classes f service. The deplyment and use f such templates will be subject t the Third Page 8 f 26

9 Service Descriptin VMware vclud Air 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 VMware template catalg. VMware will als maintain and update these templates frm time t time. Yu are respnsible fr deplying and cnfiguring the virtual server deplyment 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 exprt, dwnlad, r remve certain templates r any installed frms f certain templates fr installatin r use utside f the Service Offering, as set frth in the Third Party Terms lcated at Yu may implement r imprt yur wn virtual server deplyment 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. Please nte that virtual server templates will nt be available in the Disaster Recvery class f service since virtual data centers prvisined under this service are limited exclusively t replicatin f virtual machines frm utside f vclud Air. Yu are respnsible fr ensuring any virtual machines imprted by way f replicatin, including third party sftware assciated with thse virtual machines, are in cmpliance with the applicable prduct use rights and license agreements. 2.8 Strage vclud Air IaaS includes persistent blck strage as a part f the cre subscriptin. There are tw strage ptins available with a Dedicated Clud, Virtual Private Clud, r Virtual Private Clud OnDemand instance: Standard Strage and SSD-Accelerated Strage. Disaster Recvery subscriptins d nt have these tw strage ptins. The tw strage ptins allw fr (1) grwth f virtual machine disks (VMDKs) withut dwntime and (2) the flexibility t migrate frm ne tier t the ther as needed. Yu can als mix and match strage types per wrklad as needed. By using a tiered strage apprach with yur vclud Air IaaS clud instance, yu can divide wrklads in yur envirnment accrding t perfrmance requirements. Fr example, yu can select SSD-Accelerated Strage fr wrklads requiring higher perfrmance, r yu can select Standard Strage fr virtual machines that require lwer perfrmance (e.g., swap files). Yu can als dynamically blend strage types t best fit wrklad requirements. The cre subscriptin fr Dedicated Clud includes 6TB f either Standard Strage r SSD-Accelerated Strage and the cre subscriptin fr Virtual Private Clud includes 2TB f either Standard Strage r SSD-Accelerated Strage. At the time f purchase, yu can specify which type f strage shuld be included with yur IaaS instance n vclud Air. After the time f purchase, yu can purchase mre f the same strage ptin r the ther ptin via the My VMware prtal r by submitting a purchase rder. All cre cmpnent subscriptins are subject t service fees as further described in Appendix A f this Service Descriptin. With Virtual Private Clud OnDemand, yu may dynamically chse yur strage tier n a per-disk basis at the time f VM creatin, and may change that strage tier at any pint after VM creatin. 2.9 Netwrking Services vclud Air IaaS includes the fllwing netwrk services as a part f the cre Dedicated Clud and Virtual Private Clud subscriptin: Netwrk Address Translatin (NAT): Separate cntrls fr Surce and Destinatin IP addresses, as well as prt translatin. Dynamic Hst Cnfiguratin Prtcl (DHCP): Cnfiguratin f IP pls, gateways, DNS servers, and search dmains. Page 9 f 26

10 Service Descriptin VMware vclud Air Firewall: Supprted rules include IP 5-tuple cnfiguratin with IP and prt ranges fr stateful inspectin fr all prtcls. Lad Balancing: Simple and dynamically cnfigurable virtual IP addresses and server grups. Site-t-Site Virtual Private Netwrk (VPN): Uses standardized IPsec prtcl settings t interperate with all majr VPN vendrs. Static Ruting: Static rutes fr destinatin subnets r hsts. Dynamic Ruting: Supprted prtcls include OSPF and BGP. This feature is available when custmer subscribes t Direct Cnnect ffering. High Availability: High availability ensures an active Edge n the netwrk in case the primary Edge virtual machine is unavailable. Syslg Exprt: Supprt fr syslg exprt fr all services t the remte servers. Custmers may als subscribe t ptinal add-ns, Advanced Netwrking Standard r Advanced Netwrking Premium via the My VMware prtal. Fr bth add-ns, custmer will have the fllwing capabilities: Distributed Firewall: Distributed Firewall is a hypervisr kernel-embedded firewall that prvides visibility and cntrl fr vclud Air wrklads and netwrks. It delivers clse t line rate thrughput t enable higher wrklad cnslidatin n physical servers. It is available t nly a Dedicated Clud Subscriptin with Advanced Netwrking Standard r Advanced Netwrking Premium add-n. SSL VPN-Plus: SSL VPN-Plus enables remte users t cnnect securely t private netwrks behind a NSX Edge gateway. Enhanced Lad Balancing: Applicatin level lad balancer. Advanced Netwrking Standard prvides t custmers: High Capacity Site-t-Site Virtual Private Netwrk (VPN): 512 cnnectins per edge gateway. High Capacity SSL VPN-Plus: 50 users per edge gateway. Advanced Netwrking Premium prvides t custmers: High Capacity Site-t-Site Virtual Private Netwrk (VPN): 1600 cnnectins per edge gateway. High Capacity SSL VPN-Plus: 100 users per edge gateway Migratin Migratin f VMs, vapps and templates between the vclud Air IaaS and ther vsphere r vclud Directr envirnments such as data centers r vclud Air evaluatin envirnments can be perfrmed using vclud Cnnectr r vclud Air Hybrid Clud Manager. Exprt, transprt, and imprt may use vclud Cnnectr r Open Virtual Machine Frmat (OVF); an ptinal Offline Data Transfer service is als available fr migratin t the vclud Air IaaS. These migratin capabilities supprt nbarding t the vclud Air IaaS, exprt frm the Service Offering, and synchrnizatin f templates between the vclud Air IaaS and yur n-premises data centers. vclud Cnnectr supprts migratin f VMs, vapps, and templates between the vclud Air IaaS and ther vsphere r vclud Directr envirnments such as data centers r vclud Air evaluatin envirnments. In additin t the basic netwrk-based cpy peratin f VMs, vapps, and templates between vsphere, vclud Directr, vclud SP, and vclud Air IaaS, vclud Cnnectr als supprts the fllwing use cases: Extend a single layer 2 netwrk frm yur private vsphere and vclud Directr envirnments t vclud Air s yu can migrate VMs r vapps t vclud Air while retaining the same IP and MAC address. This allws thse VMs r vapps t cmmunicate with ther VMs r vapps in the private vsphere r vclud Directr envirnments. Page 10 f 26

11 Service Descriptin VMware vclud Air Synchrnize yur vclud Air catalg with yur private vsphere flder r vclud Directr catalg s that all authrized users f yur private vsphere r vclud Directr and vclud Air use the same templates Hybrid Clud Manager (ptinal) vclud Air Hybrid Clud Manager ffers custmers wh have a Dedicated Clud subscriptin a seamless ptin fr extending their n-premises netwrks t the clud by creating an ptimized, sftware-defined WAN t increase stretched netwrk perfrmance, enabling netwrks t stretch in the clud yet perfrm almst as if they were lcal. Hybrid Clud Manager als enables bi-directinal migratin f wrklads as well as the migratin f NSX security plicies t vclud Air Advanced Netwrking services. With Hybrid Clud Manager, a custmer will have the fllwing capabilities: Zer r lw dwntime migratin between n-premises data center(s) and vclud Air Accelerated migratin fr imprved perfrmance Netwrk extensin using the ffering s L2VPN based extensin feature, whereby a custmer can stretch multiple L2 segments in ne tunnel frm n-premises vsphere envirnment(s) t vclud Air, s VMs can migrate t vclud Air while retaining the same IP and MAC address High perfrmance netwrk extensin fr increased netwrk thrughput ver Direct Cnnect NSX distributed firewall plicy migratin. Custmers may subscribe t Hybrid Clud Manager Standard, Hybrid Clud Manager Advanced, r Hybrid Clud Manager Enterprise via the My VMware prtal. Hybrid Clud Manager Standard prvides a 100 Mbps cnnectin per vcenter Server Hybrid Clud Manager Advanced prvides a 1 Gbps cnnectin per vcenter Server Hybrid Clud Manager Enterprise prvides a multi Gbps cnnectin per vcenter Server Offline Data Transfer Service (ptinal) Offline Data Transfer ( ODT ) is an ptinal data migratin service fr the purpse f transferring large numbers f VMs, vapps, r templates frm yur lcal private vsphere r vclud Directr envirnments t yur vclud Air IaaS envirnments. ODT may be prcured thrugh the My VMware Prtal, and yu will use vclud Cnnectr t invke the service. As part f this service, VMware will: Ship a physical strage device t yu, permitting yu t lad VMs, vapps, r templates nt that device and ship it back t VMware using yur preferred carrier. The cntent that yu lad t the device will be encrypted by vclud Cnnectr. The decryptin key is stred in the vclud Air envirnment s vclud Cnnectr infrastructure, thereby ensuring security f yur cntent during transfer. Transfer the data frm the device int yur Service Offering instance. Yu will be respnsible fr: Fllwing the instructinal dcumentatin accmpanying the strage device(s) that is prvided by VMware Returning the strage device t VMware within 45 calendar days frm VMware s date f shipment. If the strage device is nt returned within the 45 day perid, yu will pay t VMware Page 11 f 26

12 Service Descriptin VMware vclud Air a replacement fee fr the strage device plus any shipping and handling charges, as each will be assessed by VMware. Backing-up any data, applicatins r virtual machines transmitted via the service; VMware will nt be respnsible fr any data lss that may ccur as a result yur use f this service. This ptinal service may be subject t additinal fees as further described in Appendix A f this Service Descriptin vclud Air vsphere Client Plug-in (ptinal) The vclud Air vsphere Client plug-in extends the familiar vsphere Web Client User Interface t vclud Air IaaS. With the vclud Air plug-in, frm within the vsphere Client, yu may: View and administer Dedicated Clud and Virtual Private Clud instances n vclud Air. Brwse, create and mdify each clud instance and manage its inventry f virtual data centers, gateways, and netwrks. Deply virtual machines using catalg templates and mdify existing VMs. Receive autmatic updates n any changes made t yur accunt via the vclud Air cnsle Data Prtectin (ptinal) Data Prtectin is an ptinal service that prvides secure, image-based backup and recvery capabilities that enable yu t prtect imprtant virtual machine data and cntent hsted in yur vclud Air IaaS envirnment. Thrugh the Data Prtectin administratin interface available in the vclud Air Cnsle, vapps and their virtual machine members can be selected fr plicy-based backup and recvery peratins. Data Prtectin feature subscriptin and activatin may be requested via My VMware and is subject t additinal service fees based n the amunt f backup data capacity. Backup data capacity fr the service is measured in frnt end terabytes (FETB) and described further in Appendix A f this Service Descriptin. Once activated, vapps and their virtual machine members may be registered and unregistered with Data Prtectin features n a self-service basis thrugh the vclud Air Cnsle. As part f this service, VMware will: Implement and maintain central service cmpnents (backup sftware appliances, backup and archival strage media and assciated netwrk tplgies) needed t supprt Data Prtectin features. Perfrm rutine cnfiguratin, maintenance and ptimizatin services n behalf f the Data Prtectin envirnment and in cnfrmance with industry best practices. Allcate requisite backup strage based n capacity selectins made at the time f subscriptin enrllment. Guarantee strage lcality per gegraphical regin fr all backup data. Prvide necessary Data Prtectin service reprting as it is requested. Yu will be respnsible fr: Subscribing t Data Prtectin as an add-n feature via My VMware and selecting an amunt Page 12 f 26

13 Service Descriptin VMware vclud Air f backup strage capacity cmmensurate with yur requirements. Creating custm backup prtectin plicies that may include, but are nt limited t: affinity settings per VDC, scheduling, and retentin perids. Registering and unregistering individual vapps and their virtual machine members fr scheduled backups using Data Prtectin. Perfrming any n-demand backups per vapp and its virtual machine members. Perfrming in-place r ut-f-place restres per vapp and/r individual virtual machine. Managing any in-guest recvery tasks, including restre peratins at the perating system, file systems and/r any applicatin level. Managing backup strage capacity and cnsumptin that may include, but is nt limited t: activity reprting, rdering additinal strage capacity via My VMware and deleting any backup data in inventry t free up space Direct Cnnect (ptinal) Direct Cnnect is an ptinal dedicated netwrking link that helps cnnect remte custmer data centers, and thse in the same facility as vclud Air IaaS, t custmer instances in vclud Air IaaS envirnments. Direct Cnnect enables custmers t leverage high-thrughput and lw-latency cnnectins prvided by a netwrk service prvider. The dedicated cnnectin circuit will cnsist f the vclud Air Direct Cnnect service (which is prvided by VMware) and the netwrk cnnectin and service frm the custmer site int the vclud Air data center (which is prvided by yur chsen netwrk service prvider, wh must have a pint f presence in the relevant vclud Air data center). T enrll in Direct Cnnect, yu may subscribe t either a 10 Gbps r 1 Gbps prt speed cnnectin fr yur existing vclud Air IaaS instance via yur My VMware prtal. Yur Direct Cnnect subscriptin with VMware will nly include the prt cnnectin service frm yur chsen netwrk service prvider s pint f presence in the vclud Air data center t yur vclud Air instance. There will be separate netwrk cnnectin fees, fr which yu are respnsible, assessed by yur netwrk service prvider. The netwrk service prvider will prvide yu netwrking services and will assess separate fees under separate service cntract terms. These separate fees and terms must be managed separately frm yur relatinship with VMware, with yur chsen netwrk service prvider. As part f this service, VMware will: Prvide either a 10 Gbps r 1 Gbps cnnectin int vclud Air IaaS, t which a custmercntracted circuit r cnnectin can be linked Prvisin, manage and supprt the vclud Air side f the cnnectin Crdinate with yur selected netwrk service prvider t ensure successful circuit prvisining and cnnectin frm yur vclud Air IaaS instance t the netwrk service prvider s pint f presence in the relevant vclud Air data center(s). Yu will be respnsible fr: Cntracting with a netwrk service prvider fr all private netwrk service cnnectivity Cmplying with all applicable terms and cnditins f the netwrk service prvider Prviding all applicable netwrk service prvider circuit infrmatin t vclud Air Supprt that is required fr prvisining cmpletin. VMware will nt be respnsible fr any netwrk cnnectivity utage that ccurs n the netwrk service prvider s side f the cnnectin. VMware s Glbal Privacy Addendum applies in respect f data Page 13 f 26

14 Service Descriptin VMware vclud Air prcessed n vclud Air infrastructure cntrlled by VMware but nt the netwrk cnnectin and service prvided by yur chsen netwrk service prvider Disaster Recvery (ptinal) Disaster Recvery is an ptinal Recvery-as-a-Service (RaaS) slutin that prvides prtectin fr npremises VMs hsted in private vsphere envirnments. Disaster Recvery replicates thse wrklads t vclud Air and allws fr self-directed failver and recvery in the clud in the event f a disaster r similar disruptive event. The Disaster Recvery service is cmprised f bth an n-premises sftware cmpnent and a clud standby capacity cmpnent; the n-premises sftware cmpnent is vsphere Replicatin and the clud standby capacity cmpnent is a Disaster Recvery-VDC instance. vsphere Replicatin is VMware s prprietary replicatin engine that perates at the hypervisr level and enables prtectin f individual virtual machines and their assciated virtual machine disk(s) (VMDK). Yur use f vsphere Replicatin is subject t the terms f the End User License Agreement fr vsphere Replicatin. A Disaster Recvery-VDC instance is a virtualized recvery target in vclud Air that includes a precnfigured mix f bandwidth, cmpute, netwrk and strage resurces, which are reserved fr test, failver and recvery peratins available exclusively in the Disaster Recvery Service Offering. These resurce reservatins are subject t the fllwing limitatins n service usage: Lease runtime fr test failvers that exceed 7 cnsecutive calendar days will incur Daily Usage Fees (DUFs) Lease runtime fr live failver and recvery that exceed 30 cnsecutive calendar days will incur Daily Usage Fees (DUFs) As a part f this Service Offering, yu may implement an unlimited quantity f test failver exercises. The Disaster Recvery Service Offering may be rdered as a cre cmpnent using similar subscriptin enrllment methds available fr Dedicated Clud and Virtual Private Clud. Additinal services specific t Disaster Recvery may als be added at the time f initial purchase r at any time during the subscriptin term via My VMware. The Service Offering subscriptin cmpnents fr Disaster Recvery are subject t additinal service fees and are described in Appendix A f this Service Descriptin. As part f this Service Offering, VMware will: Prvide secure, remte access t reserved capacity fr test, failver, and recvery peratins based n the capacity quantities selected at the time f subscriptin enrllment and any additinal quantity purchased up until the time a disaster is declared Perfrm rutine cnfiguratin, maintenance and ptimizatin services n behalf f the Disaster Recvery service envirnment and in cnfrmance with industry best practices Maintain versins f vsphere Replicatin appliance sftware as required by the Disaster Recvery service Ensuring timely recvery f replicated virtual machines upn custmers invking a test r failver service request Yu will be respnsible fr: Subscribing t Disaster Recvery as a cre subscriptin and selecting an amunt f reserved capacity fr Disaster Recvery that is cmmensurate with yur requirements Deplying vsphere Replicatin appliance sftware within yur n-premises vsphere envirnment as necessary t supprt Disaster Recvery service functinality Page 14 f 26

15 Service Descriptin VMware vclud Air Registering yur lcal vsphere envirnment with yur designated Disaster Recvery-VDC instance in vclud Air Ensuring the apprpriate netwrk cnnectivity type and bandwidth is available between yur npremises envirnment and vclud Air t supprt yur replicatin requirements Cnfiguring virtual machines fr prtectin in the Disaster Recvery service and defining a crrespnding recvery pint bjective per virtual machine Develping any custm runbk prcedures fr test, failver, recvery and failback peratins available as part f the Disaster Recvery service Implementing and executing any recvery tasks that extend beynd the scpe f Disaster Recvery and the recvery f virtual machines as the prime service bundary Ensuring sufficient reserved capacity is available in yur Disaster Recvery-VDC instance t accmmdate variable failver lads 2.17 Object Strage (ptinal) VMware vclud Air Object Strage is an ptinal service that prvides scalable, cst-effective, and resilient clud-based strage slutin fr unstructured data. The service allws custmers gain instant, self-service access t strage capacity n-demand and scale up t petabytes. There is presently ne service in the vclud Air Object Strage prtfli: VMware vclud Air Object Strage pwered by Ggle Clud Platfrm: Within this service, users have 3 ptins fr strage: Standard strage fr wrklads that require high levels f perfrmance, availability and durability, Durable Reduced Availability strage fr wrklads that can run n lwer levels f perfrmance and availability but which require high durability and Nearline strage fr lng term strage f infrequently accessed data that require lwer levels f perfrmance and availability, relative t the ther tw fferings. Object Strage pwered by Ggle Clud Platfrm is a vclud Air OnDemand service running n Ggle Clud Strage. Its services leverage Billing and Metering, and Identity and Access management cmpnents f vclud Air OnDemand platfrm. Its services are available under the VMware vclud Air Terms f Service, are fully supprted by VMware s Glbal Shared Services team and custmers can gain access t these services under their existing ELAs/cntracts. VMware vclud Air Object strage feature subscriptin and activatin may be requested via My VMware and is subject t additinal service fees based n the amunt f strage, netwrk egress and transactins. Strage, netwrk egress, and transactins are described further in Appendix A f this Service Descriptin. Once activated, vapps and their virtual machine members may be registered and unregistered with Object strage features n a self-service basis thrugh the vclud Air Cnsle. As part f this service, VMware will: Implement and maintain all central service cmpnents (such as billing and metering and identity and access management) needed t supprt Object Strage features. Allw access t bject strage platfrms hsted by Ggle. Perfrm rutine cnfiguratin, maintenance and ptimizatin services n behalf f the Object Strage service cmpnents hsted n vclud Air. VMware als will wrk with Ggle t perfrm these same rutine services n the services hsted by that platfrm. All f these activities will be Page 15 f 26

16 Service Descriptin VMware vclud Air perfrmed in cnfrmance with industry best practices. Allcate requisite bject strage capacity based n custmer requests fr the apprpriate type f strage. Guarantee strage lcality per gegraphical regin selected fr all bject strage data. Yu will be respnsible fr: Subscribing t Object Strage pwered by Ggle as an add-n feature via My VMware. Creating and maintaining service accunts and p12 certificates fr Object Strage pwered by Ggle. Sharing access keys and certificates with individual vapps and their virtual machine members fr using Object Strage. Creating and managing buckets and bjects n Object Strage. Managing Object Strage capacity and cnsumptin that may include, but is nt limited t: activity reprting and managing creatin and deletin f buckets and bjects. Upn terminatin f the vclud Air accunt, deleting the assciated buckets and bjects in rder t prevent being billed fr the buckets and bjects created by the user. Submitting any billing claims within 60 days f the issuance f the bill. 3. Business Operatins This sectin summarizes prcesses fr rdering, scaling, renewing, suspending, and terminating the VMware vclud Air Service Offerings. 3.1 Ordering and Invicing Dedicated Clud, Virtual Private Clud and Disaster Recvery Ordering Initial rders include cre Cmpute, Supprt, Strage, 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. Additinal capacity may be purchased at the time f initial rder r any time after the initial rder. Additinal services, such as Data Prtectin, 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 may 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. Page 16 f 26

17 Service Descriptin VMware vclud Air Virtual Private Clud OnDemand Ordering Initial sign-up includes the prvisining f a single Service instance ( Service Identifier r SID) nce payment methd is prvided by yu and authrized. Sign-up prvides entitlement t cnsume any OnDemand service cmpnents currently available, but des nt prvisin any f thse service cmpnents by default. Initial and additinal capacity may be allcated frm within the service any time after the initial sign-up. Additinal services, such as Offline Data Transfer, may be purchased thrugh the My VMware prtal at any time during the Billing Perid. Additinal terms and fees may apply t such additinal services. Accunt changes t capacity may be made by allcating r rdering additinal capacity r services any time befre the end f the Billing Perid. Service reductins may be made frm within the service at any time during the Billing Perid. Dedicated Clud, Virtual Private Clud, and Disaster Recvery Invicing When yu purchase the Service Offering directly frm VMware, VMware will invice yu fr all 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. Virtual Private Clud OnDemand Invicing and SaaS Service Offerings VMware will invice yu fr all cnsumed services within thirty (30) business days after the beginning f each Billing Perid. Yur bill will be deducted frm yur Subscriptin Purchasing Prgram balance at the time f invicing fr any charges incurred fr metered usage. 3.2 Metered Usage Metered Usage cmpnents fr Dedicated Clud, Virtual Private Clud and Disaster Recvery, such as Bandwidth and third-party licenses are available fr cnsumptin in excess f subscriptin levels at any time under the Terms f Service. Yu are bligated t pay fr such Metered Usage cmpnents at the 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. Add-n capacity and services fr Dedicated Clud and Virtual Private Clud, as described abve may be purchased at any time t meet new r expanded requirements. 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 Page 17 f 26

18 Service Descriptin VMware vclud Air the cre subscriptin term fr the SID. If add-n 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 capacity fr bth mnthly and prepaid subscriptins added after the higher vlume tier is achieved. Exclusins t metered usage and add-n capacity and services fr Disaster Recvery include the fllwing: One-time cmpute capacity (30 days) may be purchased t satisfy shrt-term failver capacity requirements that exceed the riginal amunt f failver capacity designated at the time f initial subscriptin enrllment. If the ne-time cmpute capacity add-n (30 days) is purchased but the underlying cre subscriptin expires prir t the end f the 30 day perid fr the cmpute add-n, the cmpute add-n will terminate at the same time as the cre subscriptin expiratin, unless the cre subscriptin is renewed. One-time cmpute capacity maybe purchased as ften as is required t supprt live failver and recvery peratins thrughut the subscriptin term. Usage entitlement fr ne-time cmpute capacity will remain in effect until the 30 day expiratin is reached and is independent f any runtime leases assciated with the cre capacity the latter f which is applied at the time f an actual test failver r live failver and recvery event. All Virtual Private Clud OnDemand and SaaS cmpnents are cnsidered metered usage. 3.3 Renewal Dedicated Clud, Virtual Private Clud, and Disaster Recvery 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 subscriptin 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 methd setting t Mdify r Cancel fr the SID within the My VMware Prtal available at Please see the sectins belw fr details n the Mdify and Cancel ptins. Mdify Subscriptin Service at End f Term When yu select the renewal methd setting Mdify, yu may be cntacted prir t the end f the SID subscriptin term t discuss yur renewal ptins. Selecting Mdify as the renewal methd setting allws yu t mdify yur Service Offering cnfiguratin and t make changes t yur reseller relatinship, if applicable, fr the renewal subscriptin term by issuing a new purchase rder. If yu d nt make any changes t yur current SID and/r yu d nt issue a new purchase rder fr the new Service Offering t VMware, r yur VMware Authrized Reseller (if applicable), by the applicable deadline specified belw, yur existing SID, as currently cnfigured, will autmatically renew with VMware r yur existing reseller. When yu purchase Page 18 f 26

19 Service Descriptin VMware vclud Air 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. Please see the table belw fr the deadlines t manage yur manual renewal. Subscriptin Term Less than r equal t 3 mnths Mre than 3 mnths Deadline t Submit Mdified Renewal Order The renewal methd in the My VMware Prtal must be set t "Mdify" and yur purchase rder fr the mdified cnfiguratin must be received by VMware at least 5 days befre the end f term. Please allw prcessing time fr yu and/r yur Authrized Reseller t meet this deadline. The renewal methd in the My VMware Prtal must be set t "Mdify" and yur purchase rder fr the mdified cnfiguratin must be received by VMware at least 30 days befre the end f term. Please allw prcessing time fr yu and/r yur Authrized Reseller t meet this deadline. Cancel Subscriptin Service at End f Term Yu may cancel yur existing SID renewal by changing yur renewal methd setting fr the SID within the My VMware Prtal available at t Cancel. When this ptin is set, yur access t the Service Offering will expire at the end f the SID subscriptin term. Please see the table belw fr the deadlines t select the cancel ptin via the My VMware Prtal. Subscriptin Term Less than r equal t 3 mnths Mre than 3 mnths Deadline t Select Cancel Optin via My VMware 5 days prir t the last day f the current SID subscriptin term 30 days prir t the last day f the current SID subscriptin term Virtual Private Clud OnDemand and SaaS Service Offerings VMware reserves the right t nt renew an SID at the end f its billing perid. In the event f a nnrenewal by VMware, we will ntify yu prir t the end f the billing perid. 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 fr 30 days. The then-current pricing, based n the applicable price list, will be applied t such renewal term. Yu may pt-ut f aut-renewal by cancelling the service prir t the next billing perid within the My VMware Prtal available at Cancellatin Yu may terminate yur existing SID at any time prir t the next billing perid by cancelling the service within the My VMware Prtal available at When this ptin is selected, yur access t the Service Offering will expire immediately. 3.4 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 Page 19 f 26

20 Service Descriptin VMware vclud Air suspensin; access t the Service Offering and traffic acrss IP Addresses will be restred. 3.5 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 be retained by VMware fr 90 days fllwing terminatin f such SID. VMware will delete the data after this 90-day perid. Fr Disaster Recvery SIDs that have terminated due t cntract expiratin, terminatin, cancellatin, r any ther cause prir t test and/r failver runtime leases having fully expired, the end f the subscriptin will result in immediate frfeiture f any runtime lease balances fr test r failver peratins. 3.6 Early Terminatin (Dedicated Clud, Virtual Private Clud, and Disaster Recvery Only) vclud Air mnthly-paid subscriptins with an initial term f 12 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 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 Less than 12 mnths At least 12 mnths, but less than 24 mnths At least 24 mnths, but less than 36 mnths Early Terminatin Fee Amunt Equal t 1 mnth f cntracted subscriptin fees (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) 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. PLEASE NOTE: Mnthly-paid subscriptins fr Disaster Recvery are eligible fr the early terminatin ptin described abve. The fee assciated with an early terminatin will be waived IF: (1) Yu upgrade yur class f service frm Disaster Recvery t either Dedicated Clud r Virtual Private Clud in the same billing perid when yu cancel yur Disaster Recvery service subscriptin, and (2) yu als purchase a new service subscriptin fr either Dedicated Clud r Virtual Private Clud fr a subscriptin term equal t r greater than yur Page 20 f 26