Storage Consulting Services - Storage Accelerator

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1 Service Description Storage Consulting Services - Storage Accelerator Introduction to your Service Agreement DelI IT consultants work with you to rapidly perform an automated data collection process, business needs assessment, and gap analysis to provide you with a custom tailored data storage solution design and cost benefit analysis. This cost effective solution can clearly show how today s data storage technologies, processes and procedures can reduce costs while ensuring business workload needs are adequately met or exceeded. Depending on the Storage Accelerator services purchased, Dell will provide the services as specifically described herein (the Services ), which include the following: Long SKU Description Storage Consulting Services Storage Accelerator Std. Pack Storage Consulting Services Storage Accelerator Medium Storage Consulting Services Storage Accelerator Large Clone Technologies Operating Systems Server Storage Instances Arrays Data Centre(s) Native Storage based Replication Technology Dell will undertake a Storage Accelerator engagement to execute the following: 1. Objective tool-based collection of current technical infrastructure data 2. Consultant-led interviews and workshops to understand business goals, requirements, and objectives as well as issues and obstacles 3. Correlate objective and subjective data sets to develop and document a view of the current state 4. Perform a gap analysis of current state vs. goals, requirements, and objectives to highlight areas which need to be remediated or optimized 5. Build a service catalogue with associated metrics that define the different service levels that should be adopted to meet customer needs 6. Develop a solution design based on the service catalogue to show how technology and process can be used to address defined needs 1 GSS Storage Consulting Services Storage Accelerator

2 7. Execute a cost benefit analysis which models possible existing, future, and transition costs to provide justification for considering the recommended solution design A Dell representative will contact the customer to schedule this Service, allowing for at least a ten business day lead time prior to the start of the Service, based upon a mutually agreed to resource availability. This Service will be provided during normal Dell business hours, Customer local time, Monday through Friday, excluding holidays, unless other arrangements have been made through the Dell sales team and the project manager. This Service Description ("Service Description") is entered among you the customer ("you" or "Customer") and the Dell entity identified on your invoice for the purchase of this Service. This Service is provided in connection with Customer's separate signed master services agreement with Dell that explicitly authorizes the sale of this Service (as defined below) or, in the absence of such agreement, Dell's terms of sale applicable to commercial customers, which is available at (you can access this at in the United States) or your local Dell.com website and incorporated by reference in its entirety herein. By placing your order for the Services, utilizing the Services or associated software, or by clicking/checking the "I Agree" button or box on the Dell.com website in connection with your purchase or within a Dell software interface you agree to be bound by this Service Description and the agreements incorporated by reference herein. If you are entering this Service Description on behalf of a company or other legal entity you represent that you have authority to bind such entity to this Service Description, which case "you" or "Customer" shall refer to such entity. Service expires 1 year after purchase. EXCEPT TO THE EXTENT APPLICABLE LAW REQUIRES OTHERWISE, YOU MAY USE THIS SERVICE ONE TIME DURING THE 1 YEAR PERIOD FOLLOWING THE DATE OF ORIGINAL PURCHASE ("EXPIRATION DATE"). THE ORIGINAL PURCHASE DATE IS DEFINED AS THE EARLIER OF THE DATE OF THE INVOICE FOR THE SERVICE OR ORDER CONFIRMATION FROM DELL. DELL'S DELIVERY OF THE SERVICE WILL BE DEEMED SATISFIED AFTER THE EXPIRATION DATE EVEN IF YOU DO NOT USE THE SERVICE. 2 GSS Storage Consulting Services Storage Accelerator

3 The scope of your Service Agreement Introduction As more fully described in this Section, during the course of this Storage Accelerator engagement Dell will: Evaluate the following aspects of the Customer s current and proposed storage infrastructure (as they pertain to backup, restoration, replication, and pertinent storage activities): Storage arrays; Storage area networks; Direct attached storage; Network Attached Storage (NAS) arrays and gateway servers; Fibre channel networks, arrays, switches, and attached servers; iscsi networks, arrays, and servers; Data protection infrastructure as it pertains to the storage infrastructure; and Clone and replication technologies. Install and run the automated data collection tool(s) which will be used to gather infrastructure profile information and which will be de-installed upon completion of the Services. In instances where the Dell preferred tool does not support components within the Customer s environment, Dell will work with the Customer to determine the most appropriate cost-neutral alternative approach. Analyze physical and logical layout of the Customer s environment, including location of servers and storage devices and connectivity between servers and storage. Meet a reasonable number of key business stakeholders and IT staff to promote accurate information flow between the Customer and Dell. Collect information regarding stored data and its use, distribution and value within the Customer s organization. Determine potential storage infrastructure improvements and additional hardware requirements to improve protection, performance, reliability, and scaling for backup, recovery, replication, and pertinent storage environments. Articulate the service level capabilities of the recommended storage solution. Highlight the cost of the current storage environment against cost of proposed storage solution design while outlining additional benefits. Executive level presentation of recommended storage solution design vs. current storage state and provide appropriate cost benefit analysis. 3 GSS Storage Consulting Services Storage Accelerator

4 Detailed Description - Schedule / Timeline / Milestones Phase Initiation Phase Activities & Responsible Parties Conference call between Customer management key design and architect contributors and the Dell Storage consultant(s). Install, configure, and initiate data collection tools on Customer provided equipment which are connected to, or have required access to, the environment being analyzed by the engagement. (Customer with Dell Storage consultant(s)) Obtain from Customer existing process and policies regarding storage infrastructure, and pertinent backup, restore, data replication that is currently in place Produce high level architecture maps of the current state scenario of the storage infrastructure, and pertinent backup, restore, data replication for use in the workshop (Dell Storage consultant(s)). Prepare flipcharts and presentation material for Customer workshops (Dell Storage consultant(s)). Requirements Workshop Phase Complete the requirements workshop with Customer storage infrastructure, and pertinent backup & restore, data replication, and design team members (Customer with Dell Storage consultant(s)). Agree on current state architecture, storage infrastructure and pertinent backup, restore, data replication long term vision, current storages issues, and the target architecture principles for Customer (Customer with Dell Storage consultant(s)). Write up the workshop output and complete current state summary document, capture identified requirements for the Storage Accelerator engagement (Dell Storage consultant). Review workshop output with key Customer stakeholders, agree on requirements, critical issues and current state architecture, review current state summary and highlight known solutions for Customer s critical issues (Customer with Dell Storage consultant(s)). Analysis Phase Follow up one-on-one interviews with Customer key stakeholders, business service line owners and data owners to address data gaps or validate approach (Customer, with Dell Storage consultant). Document and validate Customer s current state scenario storage infrastructure, and pertinent backup, restore, data replication architecture to be used as a basis for gap analysis. Execute a gap analysis of the current state vs. the storage long term vision to identify key areas which must be addressed to meet business goals and objectives (Dell Storage consultant(s)). Determine infrastructure stabilization opportunities that will assist in the development of the SSD and SSC and provide Customer with opportunities to improve the existing infrastructure quickly and cost effectively (Dell Storage consultant(s)). 4 GSS Storage Consulting Services Storage Accelerator

5 Phase Design Phase Presentation Phase Activities & Responsible Parties Develop the storage service catalog with metrics defining differentiators between service levels and include any new storage infrastructure, and pertinent backup, restore, data replication and their respective service levels for inclusion in the SSC (Dell Storage consultant(s)). Design and validate Customer s future state scenario storage infrastructure, and pertinent backup, restore, data replication architecture (Dell Storage consultant(s)). Document the SSD, SSC, and cost benefit analysis and provide to Customer for review prior to executive presentation, completing any fact-based requested amendments (Customer with Dell Storage consultant(s)). Executive presentation for Customer s key stakeholders of the SSD, SSC, and cost benefit analysis providing recommendations for immediate stabilization and optimization of Customer s Storage environment as well as short and long term transformation and next steps (Customer with Dell Storage consultant(s)). Deliverables Storage Solution Design ( SSD ) The SSD will be developed over the course of five phases: Initiation, Requirements Workshop, Analysis, Design, and Presentation. The SSD will provide a storage solution design (i) describing future state storage and clone & replication possibilities and (ii) aimed at improving and stabilizing the existing storage environment. Storage Service Catalogue ( SSC ) The SSC is developed in unison with the SSD and (i) defines the service levels that are required in connection with the storage and clone & replication solution designs set forth in the SSD, and (ii) describes how existing infrastructure can be redeployed in order to better achieve the solution design set forth in the SSD Storage Cost Benefit Analysis ( SCBA ) The SCBA models the current and proposed storage infrastructures and details the difference in their respective cost burdens. This cost benefit analysis will show the possible financial impact of implementing the service levels outlined in the SSC with specific focus on areas such as storage tiering, consolidation, newer higher density technologies, and tightly integrating with widely available advanced features of storage arrays. Additionally, it will provide an estimate of the cost associated with achieving the recommended solution design set forth in the SSP. Customer Responsibilities Customer agrees to cooperate with Dell in its delivery of the Services. Customer agrees to the following responsibilities: 5 GSS Storage Consulting Services Storage Accelerator

6 1) During the term of this SERVICE DESCRIPTION, Customer is responsible for promptly notifying Dell in writing of a) any changes Customer makes to its information technology environment and b) if Customer becomes aware that any of the Assumptions listed below are incorrect. 2) Customer will maintain a backup of all data and programs on affected systems prior to Dell performing the Services and during the term of the SERVICE DESCRIPTION. Dell will have no liability for loss or recovery of data, programs or loss of use of system(s) arising out of or in connection with the Services provided under this SERVICE DESCRIPTION. 3) Customer shall provide fast turnaround time on critical decisions, essential information and approvals which are required to continue with work in progress, or which is critical to meeting a deliverable due date, by nominating an individual to act as a single point of contact, with the authority to make day-to-day decisions with regard to the project, including issue resolution, activity scheduling, milestone approval and either assign or negotiate the assignment of internal resources. 4) Customer shall respond within no more than three business days to any Dell request for direction, information, approvals or decisions that are reasonably necessary for Dell to perform Services in accordance with the SERVICE DESCRIPTION. 5) Customer shall complete all activities and sub activities for which Customer is responsible according to the project work plan and schedule (if any) in a timely manner. 6) Customer will provide named contributors who will act as data owners, application owners, storage and archiving architect(s), and storage manager(s) prior to the first archive engagement workshop. 7) Customer will provide a Dell consultant with administrator/root level access to the existing storage, backup, recovery, and replication environments as required to install, initiate, and monitor the automated data collection tool(s). If customer elects not to provide this access then Customer is required to have its own staff execute the required activities according to the instructions Dell provides them. Dell will accept no liability for Customer s execution of such required activities or for any inaccuracies within any third party data sources which leads to an invalid design. Additional time and cost may be required to interpret the findings of any third party data sources. 8) Providing Dell consultant with information regarding archiving, retention, data management, and pertinent storage costs as required to develop a cost benefit analysis of the recommended design. If Customer elects not to provide this data then Dell will use its commercially reasonable judgment and estimates to create one. Dell will accept no liability for inaccuracies within these estimates. 9) Customer will provide a functional and working (configuration will be advised by Dell) server/workstation for installation of the server component of the data collecting tool. 10) Customer will ensure functional network connectivity (including opening necessary firewall ports) and IP addresses, including those needed temporarily between the data collection tools server and the monitored components. 11) Customer will ensure any/all required software licenses are in place and current. 12) Customer will provide Dell the opportunity and access to relevant personnel for interview and orientation for the Service at a mutually agreed time. 13) Customer will ensure the readiness (including, but not limited to hardware readiness, supported OS & network configuration and necessary privilege) of all hosts and networks in the scope of this Service. 6 GSS Storage Consulting Services Storage Accelerator

7 Assumptions Dell has made the following specific assumptions while specifying the Services detailed in this SERVICE DESCRIPTION: Customer will comply with its obligations as set out in this SERVICE DESCRIPTION. The provision of the Services does not include the development of any intellectual property created solely and specifically for the Customer under this SERVICE DESCRIPTION. Out of Scope For the avoidance of doubt, the parties acknowledge that the following activities are not included in the scope of this SERVICE DESCRIPTION. 1) Any services, tasks or activities other than those specifically noted in this SERVICE DESCRIPTION. 2) Any Dell training or certification services not specifically described in this SERVICE DESCRIPTION. 3) Dell is not responsible for any Customer and/or third party personnel, hardware, software, equipment or other assets currently utilized in the Customer s operating environment. 4) Developing new legal or regulatory recommendations. 5) Any legal or regulatory advice. 6) Troubleshooting Customer s environment for any storage, backup, recovery, or data replication infrastructure configuration issues. 7) Comprehensive evaluation of Customer s IT operations and organization. 8) Operational procedure design. 9) Detailed Service Level Agreement (SLA) development. 10) Implementation services. 11) Disaster recovery and business continuity planning. 12) Installation or configuration of any hardware. 13) Data migration services. 14) Network troubleshooting or tools-based remediation. The existing networking infrastructure and its supporting services (such as DNS and WINS) are considered healthy for the duration of this project. 15) Depend on the services purchased, the Services are limited a predefined numbers of data object type, Operating Systems, servers instances,storage arrays, current archiving platform, data centers and native storage based replication technology. 16) The terms of this SERVICE DESCRIPTION do not confer on the Customer any warranties which are in addition to the warranties provided under the terms of any Agreement. Service Hours The Service will be performed during a time mutually agreed upon by Dell and Customer in writing by both parties as part of the operational documentation related to the Service. 7 GSS Storage Consulting Services Storage Accelerator

8 Expenses: Expenses are included in the Charges under this SERVICE DESCRIPTION. Unless the scope changes, pursuant to the Change Management Process, Dell will not charge any additional expenses in connection with delivering the Services without the express written consent of Customer. Additional expenses could include Service-related expenses such as actual, reasonable and necessary travel and living expenses. Change Management: The Change Management Process ( Change Management Process ) is the process that governs changes to the scope of the Service during the Term of this SERVICE DESCRIPTION, as described below. The Change Management Process may be used to modify the Service described in this SERVICE DESCRIPTION. Changes permitted to be made pursuant to this Change Management Process will be limited to changes in the Introduction to your Service Agreement section and The scope of your Service Agreement section; and adjustments in pricing associated with changes to these sections this SERVICE DESCRIPTION. Either party may request a permitted change in the Scope of the Service by completing a Change Order Form at The receiving party will review the proposed Change Order and will (i) approve it, (ii) agree to further investigation, or (iii) reject it. Changes agreed pursuant to the Change Management Process will not be effective until mutually executed by both parties. Any desired modifications to this SERVICE DESCRIPTION which are not permitted above in this section, will require that a written amendment to this SERVICE DESCRIPTION or a new SERVICE DESCRIPTION be mutually executed by the parties. Other Provision: 1) Dell may use affiliates and subcontractors to perform Services. 2) Dell may perform all or part of the Services off-site at a Dell or other location. 3) Services may be performed outside the country in which Customer and/or Dell is located. From time to time, Dell may change the location where Services are performed and/or the party performing the Services; provided however, Dell shall remain responsible to Customer for the delivery of Services. 4) Customer acknowledges that Dell will approach Customer during the Term of the SERVICE DESCRIPTION to obtain input regarding Dell s performance of the Service and nomination as a sales reference. At the time Customer and Dell will agree in writing to the terms of such reference, including Customer serving as a case study and providing information pertaining to Customer s experience with the Service. 5) If a conflict arises between the terms of the Purchase Order, SERVICE DESCRIPTION and Agreement, the following order of precedence shall be followed: first, the SERVICE DESCRIPTION, second the Agreement, and third the Purchase Order (if any); provided, however, that any terms and conditions on the Purchase Order shall not apply. 8 GSS Storage Consulting Services Storage Accelerator

9 GENERAL Dell shall not be responsible for any delay or failure to provide Service to the extent caused by: (1) failures by Customer to perform its responsibilities under this SERVICE DESCRIPTION; (2) a defect, deficiency or failure with respect to Customer s network, systems, software, data or other equipment; or (3) modifications to Customer s network, systems, or other equipment made by a party other than Dell or its representatives. In the event that either party becomes aware of the occurrence of one or more of the foregoing events, they shall notify the other party accordingly. Notwithstanding such occurrence, Dell may, following discussion with Customer regarding the impact of such incident, continue to provide the Service and shall use commercially reasonable efforts to perform the Service under this SERVICE DESCRIPTION. Customer shall reimburse Dell for its reasonable additional costs of providing the Service and out of pocket expenses for such efforts and only to the extent attributable to the items defined above. For more information about any of our service offerings, please contact your Dell representative or visit Availability varies by country. To learn more, customers and Dell Channel Partners should contact your sales representative for more information Dell Inc. All rights reserved. Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. Dell's terms and conditions of sale apply and are available at and on request. 9 GSS Storage Consulting Services Storage Accelerator

10 Appendix A Service SKUs Region SKU# Long SKU Description APJ Storage Consulting Services - Storage Accelerator Std. Pack APJ Storage Consulting Services - Storage Accelerator Medium APJ Storage Consulting Services - Storage Accelerator Large EMEA Storage Consulting Services - Storage Accelerator Std. Pack EMEA Storage Consulting Services - Storage Accelerator Medium EMEA Storage Consulting Services - Storage Accelerator Large LATAM Storage Consulting Services - Storage Accelerator Std. Pack, BZ LATAM Storage Consulting Services - Storage Accelerator Std. Pack, LA US/CAN Storage Consulting Services - Storage Accelerator Std. Pack US/CAN Storage Consulting Services - Storage Accelerator Medium US/CAN Storage Consulting Services - Storage Accelerator Large Appendix B Exceptions to Dell business hours Country St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest of English speaking Caribbean Barbados, Bahamas, Belize, Costa Rica, El Salvador, Grand Cayman, Guatemala, Honduras, Jamaica, Panama, Puerto Rico, Rep. Dominicana, Suriname, Turks and Caicos Australia, Bermuda, China, Haiti, Hong Kong, Japan, Korea, Malaysia, Netherland Antilles, New Zealand, Singapore, Taiwan, Thailand Dell business hours 7:00 AM to 4:00 PM 8:00 AM to 5:00 PM 9:00 AM to 5:00 PM Argentina, India, Paraguay, Uruguay 9:00 AM to 6:00 PM Bolivia, Chile 9:00 AM to 7:00 PM 10 GSS Storage Consulting Services Storage Accelerator