Cisco Solution Support for Critical Infrastructure

Transcription

1 Service Definition Solution Support for Critical Infrastructure Service Definition December and/or its affiliates. All rights reserved. This document is Public Information. Page 1 of 15

2 Contents About This Document... 3 Solution Support for Critical Infrastructure... 4 Solution Support for Critical Infrastructure Areas of Expertise... 4 Program Participation Requirements and Expectations... 5 Exclusions from Solution Support for Critical Infrastructure... 6 Product Coverage... 6 Core Products... 6 Accountable... 6 Partner Accountable... 7 General Support Flows for Customer Issues... 7 Interaction with the Solution Support Team... 8 Solution Support Call Flow... 8 Alternate Support Flow... 9 Appendix A: and SolutionTechnology Partner Product Coverage Levels Appendix B: Coverage Limitations Appendix C: OpenStack Commercial Software Coverage Limitations and/or its affiliates. All rights reserved. This document is Public Information. Page 2 of 15

3 About This Document Read this document to learn about the Solution Support for Critical Infrastructure. Aspects of the service described in this document include: Expertise of the Solution Support engineer Program participation requirements Tiers of coverage Covered products Covered solution technology partner products 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 3 of 15

4 Solution Support for Critical Infrastructure Solution Support for Critical Infrastructure helps you resolve data center and private cloud infrastructure issues faster by adding a solution-level perspective to your device-level service contracts. The service covers groupings of Unified Computing System ( UCS ) blade and rack server deployments, as well as complementary and solution technology partner products. Appendix A lists the and solution technology partner products that are covered by Solution Support for Critical Infrastructure. Coverage for solution technology partner products is based on a logical connection to the covered data center infrastructure. For example: If a covered UCS blade is running software that stores information on a technology partner s storage device, then that storage device may be covered. If management or orchestration software is used to manage UCS servers, data center networking, or covered storage devices, then that management software may be covered. Virtualization or OS software used in the covered infrastructure is also eligible for coverage. To determine if a particular solution technology partner product is covered by Solution Support for Critical Infrastructure, see Appendix A, and Solution Partner Product Coverage Levels. Some of the benefits of Solution Support for Critical Infrastructure are: Open a case as soon as you discover an issue: With Solution Support you can open a case with as soon as you know you have an issue. You don t have to isolate the issue to a product. Resolve complex issues faster: Increase uptime and performance of your solution as we fast-track issue resolution through deep field experience and established processes when managing solution partners. Focus on your business, not fighting fires: Stay focused on day-to-day business operations and serving customers while we take care of unexpected issues needing immediate attention and resolution. Innovate with confidence: Take the leap to new technologies to accelerate your business. Our expert engineers are here to augment your IT team. Solution Support for Critical Infrastructure Areas of Expertise Validated Designs define the primary architectures that we have tested for data center and cloud infrastructures. These designs are valuable references, and Solution Support engineers are Validated Design experts. They combine that expertise with service experience to provide fast and accurate problem resolution. areas of expertise include: Virtualized Multiservice Data Center FlexPod technology Solutions for VSPEX 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 4 of 15

5 Unified Workspace, including Virtual Desktop Infrastructure (VDI) and Virtual Experience Infrastructure (VXI) VersaStack UCS OpenStack SAP HANA Tailored Data Center Integration (TDI) Option In addition, Solution Support engineers often have Validated Design expertise in related areas. They use that expertise to add even more value to your data center and cloud infrastructures. Validated Designs for data centers are available at Program Participation Requirements and Expectations The main benefit of Solution Support for Critical Infrastructure is fast, accurate problem isolation and resolution. Historically, this has been a difficult challenge in complex data center environments. This service provides a 1-hour, or better, response time for Severity 1 and 2 issues, and 1 business-day response time for Severity 3 and 4 issues. After we have your case, we work to resolve it as fast as possible. If your issue is isolated to a particular product, the time to resolve the issue depends on the level of service contracted for that device. Solution Support for Critical Infrastructure includes some prerequisites and other conditions: Day-2 support service: Solution Support for Critical Infrastructure is a day-2 support service. There are no features or deliverables associated with planning and building a data center. Instead, we assume that your data center is up and running with major functions operable. If you need help planning or building your data center, contact an authorized services representative. Single data center management: The infrastructure covered by one instance of Solution Support for Critical Infrastructure must be configured and managed as one data center. The covered system can be geographically diverse, but the data center or cloud infrastructure must be deployed and managed as one data center. Product support contracts: Product support is required for all components in your data center critical infrastructure solution. For components in the covered solution, Solution Support is inclusive of product support. For example, when attaching Solution Support to UCS servers, the servers are then covered at the chosen service level by Smart Net Total Care Service (as well as at the solution-level by Solution Support). Solution technology partner components in the covered solution must be covered by their product support with a service equivalent to Smart Net Total Care Service, or Software Support Services ( Software Application Support, Software Application Support with Upgrades, or Software Support Service). Solution technology partner product support contracts are necessary to facilitate issue resolution as the Solution Support engineer coordinates with product experts within solution technology partner support teams. Traditional warranty services such as Warranty, Warranty Plus, Smart Net Total Care for UCS Hardware Only, any similar services from solution technology partners, or community support programs are not acceptable levels of product support from or solution technology partners under Solution Support and/or its affiliates. All rights reserved. This document is Public Information. Page 5 of 15

6 Direct support: Support for your data center critical infrastructure solution must be purchased directly from or through our channel partners using brand services. Support for each solution technology partner product must be purchased as well. Support through third parties or resellers does not qualify as Solution Support. For example, if you have a NetApp product, the support contract for that product must be directly with NetApp. This is crucial to our ability to properly escalate issues for you. Exclusions from Solution Support for Critical Infrastructure Some systems are not supported at this time: VCE Vblock Systems are not supported*. VCE requires that its services be used. OpenStack coverage has significant limitations as listed in Appendix C. *VSPEX systems built on UCS and data center networking technologies are eligible for support in this program. Product Coverage Product coverage is provided in three tiers for the devices in your data center critical infrastructure. products are in a tier called Core products. Products from solution technology partners are covered in two categories described in this section. Coverage is based on our relationship with the solution technology partner, as well as our level of knowledge, lab presence, and other factors specific to the supplier and product. Solution technology partner products are covered at either the Accountable or the Partner Accountable level. Note: Coverage is product specific rather than supplier specific. may have a strong working relationship with a solution technology partner and be able to cover some products at the highest level, while coverage for other products may be at a lower level. Product-specific coverage is listed in Appendix A, and Solution Technology Partner Product Coverage Levels. Core Products data center products are considered core products and receive the highest level of coverage. Core products can be manufactured by or a original equipment manufacturer (OEM). The products are considered to be core if they are covered by a product support contract (including Solution Support inclusive of product support). We are both accountable and responsible for providing support for these products according to the support contract for that product. Accountable has a working relationship in both engineering and support with solution technology partners referenced in Solution Support for Critical Infrastructure, and we have a representative presence of their products in support labs. These solution technology partners and often have a direct support relationship. The Technical Assistance Center (TAC) has access to product-specific training and has normally had significant 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 6 of 15

7 Customer coverage experience with Accountable products. is accountable for issue resolution (based on the product support you are entitled to) for these products. The solution technology partner s product support team is responsible for product issue resolution based on your support contract for that product. Partner Accountable Partner Accountable products may be listed for solution applicability in the Marketplace, as well as in specific Validated Designs or reference architectures. They may also be products that we have found customers using in their data centers that are not listed in a Validated Design or reference architecture. Partner Accountable products are often tested and certified by the solution technology partner, rather than by. We might not have the products in our development or support labs. may not have a direct relationship with the supplier through either engineering or support. We understand some customers have these products in their data centers, and there may be situations where we recommended the use of these products to fit a specific need. Even though we are not accountable for issue resolution for these products, we take first calls on issues involving these products and work with you and the solution technology partner through your entitlement to support from them. The solution technology partner s product support team (based on the product support you are entitled to) is accountable and responsible for issue resolution involving these products. For more details about solution and product coverage, see Appendixes A, and Solution Technology Partner Product Coverage Levels, and Appendix B, Coverage Limitations. General Support Flows for Customer Issues This section describes how issues flow when Solution Support for Critical Infrastructure covers your data center. Here is a typical flow (Figure 1), with some exceptions. Figure 1 Solution Support for Critical Infrastructure Typical Support Work Flow Channel Partner Entitlement based on Solution Support contract; contact via cisco.com or toll free number Transfers cases to for delivery via toll free number Solution Support delivered by Customer may contact solution technology partners directly for product support based on their support relationship with them. This is an independent action from requesting Solution Support. Coordinates Work Flow Product Support from Technical Assistance Center Product Support from Solution Technology Partners 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 7 of 15

8 You can access the Solution Support team by opening a case through the TAC online case tool or by calling the 800 number to talk to a representative. You can open a case against a product that is both entitled to Solution Support and involved in the issue. To help us route the case to the correct Solution Support engineer, inform us that you require support for a data center critical infrastructure issue by using the pulldown menu in the TAC online case tool. To open a Solution Support case on a technology partner product, please open the case on a product that is directly interacting with the technology partner product. At any time and for any reason, you can directly contact a solution technology partner within your covered data center critical infrastructure solution to open a case on their product. If it is then determined that Solution Support is a better way to address your issue, open a Solution Support case with us on the product that interacts with the solution technology partner product, and we will step in to begin coordinating your issue. Interaction with the Solution Support Team Solution Support Call Flow Normally, you call us and open a case using your Solution Support for Critical Infrastructure contract (Figure 2). We work with you or with you and your brand service resale partner. We resolve any issues that can be resolved based on data center critical infrastructure configuration best practices: Validated Designs or reference architectures, or other expertise, experience, and/or internal information. If the Solution Support engineer cannot resolve the issue, we triage and isolate the issue to a product or products. After the issue is isolated, the Solution Support team works with you to open a secondary case, using your entitlement to product support from either or the appropriate solution technology partner. After the secondary case is open, we work with the relevant product support team to provide solution-level information and guidance to work toward issue resolution. For Core and Accountable products, the case remains open, and the Solution Support engineer remains engaged and accountable for the issue through resolution or mitigation. The case is closed only when you approve closure. For Partner Accountable products, the solution technology partner is accountable for product issue resolution for their products. The Solution Support engineer is available to consult with the solution technology partner about the data center critical infrastructure and to explain why its investigation led to a request to open a case with the solution technology partner. If the solution technology partner is a member of the DevNet program and cannot determine a root cause of the problem, the partner can open a service request with their Developer Support Service for help in isolating and resolving your problem. The Solution Support engineer works to assist the technology partner in issue resolution, but the solution technology partner is both accountable and responsible for issue resolution after they are engaged and/or its affiliates. All rights reserved. This document is Public Information. Page 8 of 15

9 Figure 2 Support Call Flow Alternate Support Flow The alternate support flow applies when you open a product support case with a solution technology partner first, determine that the issue is more complex than you had originally thought, and require Solution Support. You can open a Solution for Critical Infrastructure support case after the solution technology partner product case, or cases, have been opened. In this situation, when you open a Solution Support for Critical Infrastructure case, notify the TAC team assigned to the case that assistance is requested for a previously opened solution technology partner support case or cases. The Solution Support engineer will work with you to become familiar with the issue and lead in issue resolution from that point forward and/or its affiliates. All rights reserved. This document is Public Information. Page 9 of 15

10 Appendix A: and Solution Technology Partner Product Coverage Levels Table 1 shows coverage of products covered by Solution Support for Critical Infrastructure. Use the following definitions to interpret the table: Core: products covered by the offer with Accountable and responsible for product issue resolution. A: Solution partner products covered by the offer with Accountable and Partner Responsible for product issue resolution. P: Solution partner products covered by the offer with Partner Accountable and responsible for product issue resolution. Table 1 and Solution Technology Partner Products and Related Support Level Company Product or Product Family Coverage Product Area Comment AppSense AppSense Environment Manager or Management Center Atlantis Atlantis ILIO A Storage A Manage and Secure BMC BMC Cloud Lifecycle Management (CLM) A Manage and Secure Canonical Canonical Ubuntu OpenStack P Software See Appendix C Canonical Canonical Ubuntu Server LTS P Software UCS 5108 Blade Server Chassis Core Compute UCS B-Series Blade Servers Core Compute UCS C-Series Rack Servers Core Compute UCS Fabric Extender Core Compute Intelligent Automation for Cloud Core Manage and Secure UCS Fabric Interconnect Core Compute UCS Manager Core Manage and Secure Virtualization Experience Client (VXC) Core Endpoint VXC Manager Core Manage and Secure Data Center Network Manager (DCNM) Application Control Engine (ACE) 4710 Core Core Manage and Secure Manage and Secure ACE Appliance Device Manager Core Manage and Secure ASA 5580 Adaptive Security Appliance Core Manage and Secure UCS Director Core Manage and Secure NAM Appliance 2220 Core Manage and Secure Adaptive Security Device Manager (ASDM) Core Manage and Secure WAAS Central Manager Core Manage and Secure Catalyst Core Network Data center use only 7206 Network Processing Engine Core Network Data center use only 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 10 of 15

11 Company Product or Product Family Coverage Product Area Comment NPE-G1 Nexus 5000 and 7000 Series Switches Core Network Nexus 9000 Series Switches Core Network See Note 1 Application Centric Infrastructure Fabric Citrix NetScaler 1000V Core Software Wide Area Application Engine WAE- 674 Note 1 Software Separate Coverage Offer Core Network Nexus 1000v Core Software Virtual Security Gateway Core Software Wide Area Application Services (WAAS) and Virtual Wide Area Application Services (vwaas) Core Software Unified Presence Client (CUPC) Core Software UCS Invicta Core Storage Acquisition company name was Whiptail; MDS Core Storage Citrix Citrix XenDesktop A Software Citrix Citrix XenServer A Software Citrix Citrix Provisioning Services (PVS) A Software Citrix Citrix XenApp A Software Citrix Citrix NetScaler A Software Commvault Simpana P Software EMC EMC Unisphere A Manage and Secure EMC EMC Celerra NS-480 A Storage EMC EMC VNX 5499/5x00 A Storage EMC EMC Symmetrix family (VMAX and DMX) A Storage EMC EMC CLARiiON (AX and CX) A Storage EMC EMC VNX series unified storage A Storage EMC EMC Celerra (Native Block) A Storage EMC EMC Isilon (NFS/CIFS) A Storage F5 BIG-IP Local Traffic Manager, BIG-IP Global Traffic Manager P Software Fusion-IO Fusion-IO iodrive2 A Storage Hitachi Data Systems (HDS) Hitachi Data Systems (HDS) Hitachi Data Systems (HDS) Hitachi USP-V, USP-VM and VSP, AMS 1000 P Storage P because there are no internal lab resources for HDS storage Hitachi AMS 2000 Family P Storage P because there are no internal lab resources for HDS storage Hitachi Unified Storage Family P Storage P because there are no internal lab resources for HDS storage IBM IBM System Storage Products P Storage McAfee McAfee MOVE Antivirus P Manage and Secure McAfee McAfee VirusScan and AntiSpyware Enterprise (VSE) P Manage and Secure Microsoft Microsoft Hyper-V A Software Customer may be billed by Microsoft for consultation Microsoft Microsoft Windows Server A Software Customer may be billed by Microsoft for 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 11 of 15

12 Company Product or Product Family Coverage Product Area Comment consultation Microsoft Microsoft System Center P Manage and Secure Customer may be billed by Microsoft for consultation Mirantis Mirantis OpenStack Cloud P Software See Appendix C NetApp NetApp SnapManager Data Protection A Manage and Secure Software NetApp NetApp Data ONTAP Software A Software NetApp NetApp OnCommand Management Software A Software NetApp NetApp Fabric-Attached Storage (FAS) A Storage NetApp NetApp E-Series A Storage NetApp NetApp V-Series A Storage Nimble Storage Nimble CS Series Storage P Storage Pure Storage FlashArray P Storage Oracle Oracle Virtual Machine (VM) A Software Oracle Oracle Linux A Software Oracle Oracle Solaris A Software Red Hat Red Hat enovance Service Provider Cloud P Software See Appendix C - Recent Red Hat acquisition, product may be direct from enovance Red Hat Red Hat Enterprise Linux (RHEL) A Software Red Hat Red Hat Enterprise Linux for SAP A Software Red Hat Red Hat Enterprise Linux OpenStack Platform P Software See Appendix C Red Hat Red Hat Ceph InTank P Software Best effort, limited coverage Red Hat Red Hat Enterprise Virtualization (RHEV) A Software Simplivity OmniStack P Software SUSE SUSE Cloud P Software See Appendix C SUSE SUSE Linux Enterprise Server A Software SUSE SUSE Linux Enterprise Server for SAP Applications A Software Tintri Tintri VMstore P Software Trend Micro Trend Micro Deep Security Manager P Manage and Secure Trend Micro Trend Micro Deep Security Virtual Appliance P Manage and Secure Unidesk Unidesk VDI Management Software P Manage and Secure Best effort, limited coverage VMware VMware vsphere A Software May also be Core if Supported by VMware VMware vcenter A Software May also be Core if Supported by VMware VMware vsan P Software Coverage limited by experience with product VMware VMware View A Software VMware VMware vcloud A Software Dell Wyse Dell Wyse Xenith, Wyse P20 P Endpoint Dell Wyse Dell Wyse R90LEW, X90LW P Endpoint Dell Wyse Dell Wyse V10L P Endpoint Dell Wyse Dell Wyse R50 P Endpoint Zenoss Zenoss Service Dynamics A Software 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 12 of 15

13 Note 1: Solution Support for Critical Infrastructure coverage of the Nexus 9000 Series Switches is limited to the Nexus 9300 and Nexus 9500 platform switches in standalone mode without the Application Centric Infrastructure (ACI) fabric software licenses. Solution Support for Critical Infrastructure does not cover the Application Policy Infrastructure Controller (APIC) or ACI fabric software licenses. A separate service, Solution Support for ACI, covers the ACI fabric, which consists of the Nexus 9000 Series Switches. Solution Support for ACI includes product support with deliverables equivalent to Smart Net Total Care Service and covers the APIC for ACI software licenses and interfaces with third-party products and applications, as well as interoperability troubleshooting, which addresses Layers 4 through 7 services, orchestration, network management, applications, and virtualization that uses (1) APICrelated APIs, (2) third-party APIC-related APIs; or (3) APIC-registered device packages. Solution Support for ACI does not include product support for solution technology partner hardware or software products. Support agreements for these components are between the customer and solution technology partner. Appendix B: Coverage Limitations This document defines the Solution Support for Critical Infrastructure. In general, the products covered by this service are outlined in the document. However, there are some cases where a product may be involved in a separate solution or specific product capabilities implemented by the customer that are not covered by Solution Support for Critical Infrastructure. An example of that is shown in Appendix A with ACI. While this service covers the Nexus 9000 Series Switches, it does not cover the ACI ecosystem. Base functionality of listed products in Appendix A, within the covered infrastructure, is covered by Solution Support for Critical Infrastructure. However, unless specifically listed, it should not be assumed that all licensed technologies related to listed products are covered by this service. Appendix C: OpenStack Commercial Software Coverage Limitations is committed to interoperability with open source software released commercially, and certified and under long-term support (LTS) by independent software vendors (ISVs), partners, or distribution suppliers using the OpenStack Foundation word mark. OpenStack is an open source software community that involves people with similar philosophies about cloud architecture and open source software projects that are communally developed and supported on a best-effort basis by that community for public and private cloud infrastructure and applications. These are also referred to as uncertified, non-commercialized OpenStack Community Editions. These uncertified releases are not supported by Technical Support Services for products and/or its affiliates. All rights reserved. This document is Public Information. Page 13 of 15

14 OpenStack Community Editions are ineligible for Solution Support coverage, or cooperative or collaborative support involving Technical Support Services for products either directly, in cooperation or collaboration with any other third-party ISV, independent hardware vendor (IHV), or other community project based support. Solution Support for Critical Infrastructure coverage for an OpenStack product is limited to products that are certified, commercially hardened, enterprise-grade and under LTS by an ISV, partner, or distribution supplier. For any support interaction involving an OpenStack product that runs on UCS, certification is required for the OpenStack ISV, partner, or distribution supplier product release. This certification is documented when the product release is listed on the UCS Interoperability Matrix at The customer is entitled to Solution Support for Critical Infrastructure product coverage for products listed in Appendix A and only when the customer has full product support, is under contract, and the product is from the ISV, partner, or distribution supplier of the product listed. Solution Support for Critical Infrastructure covers commercially available OpenStack products listed in Appendix A for first-call and limited-issue management. The Solution Support team does not have OpenStack product knowledge or expertise. The customer must have access to expertise from qualified OpenStack suppliers. will rely on the OpenStack supplier, based on the customer s entitlement to support, to provide any OpenStack expertise required to resolve the issue and/or its affiliates. All rights reserved. This document is Public Information. Page 14 of 15

15 2015 and/or its affiliates. All rights reserved. This document is Public Information. Page 15 of 15 Printed in USA 12/15