Service Description VMware vcloud Air

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1 Service Descriptin VMware vclud Air Last Updated: June 26, 2015

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 utside the United States. VMware, Inc Hillview Ave. Pal Alt, CA Page 2 f 29

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 MIGRATION VCLOUD AIR VSPHERE CLIENT PLUG- IN (OPTIONAL) OFFLINE DATA TRANSFER SERVICE (OPTIONAL) DATA PROTECTION (OPTIONAL) DIRECT CONNECT (OPTIONAL) DISASTER RECOVERY (OPTIONAL) VCLOUD AIR SAAS SERVICE OPERATIONS VMWARE VCLOUD AIR SQL Service Offering Overview Micrsft Database Sftware Licensing Prerequisites Service Optins Service Objects Service Prtals and User Interfaces Service Prvisining Data Recvery Mnitring Incident and Prblem Management Change Management Security Strage Migratin Ordering Page 3 f 29

4 Service Descriptin VMware vclud Air Suspensin Terminatin 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 4 f 29

5 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. 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 1.4 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. 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: Page 5 f 29

6 Service Descriptin VMware vclud Air 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 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. Page 6 f 29

7 Service Descriptin VMware vclud Air 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: 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 Page 7 f 29

8 Service Descriptin VMware vclud Air 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. 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 Page 8 f 29

9 Service Descriptin VMware vclud Air 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 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 Page 9 f 29

10 Service Descriptin VMware vclud Air 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 Migratin vclud Cnnectr will supprt 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. 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. 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 29

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 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 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 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 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 Page 11 f 29

12 Service Descriptin VMware vclud Air 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 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 an authrized VMware Direct Cnnect partner. 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 IaaS entry pint (which is prvided by VMware s Direct Cnnect partner). 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 r by submitting a purchase rder t Page 12 f 29

13 Service Descriptin VMware vclud Air yur authrized Direct Cnnect partner. Yur Direct Cnnect subscriptin with VMware will nly include the prt cnnectin service; there will be separate netwrk cnnectin fees assessed by the Direct Cnnect partner. The Direct Cnnect partner will prvide netwrking services and will assess separate fees, service terms and cntract terms. These separate fees and terms must be managed utside yur relatinship with VMware and directly with the Direct Cnnect partner. 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 Direct Cnnect prvider t ensure successful circuit prvisining and cnnectin frm yur vclud Air IaaS instance t the Direct Cnnect partner s pint f presence in vclud Air IaaS Yu will be respnsible fr: Cntracting with an authrized vclud Air Direct Cnnect partner fr all private netwrk service cnnectivity Cmplying with all applicable terms and cnditins f the vclud Air Direct Cnnect partner 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 Direct Cnnect partner s side f the cnnectin 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 Page 13 f 29

14 Service Descriptin VMware vclud Air 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 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 3. vclud Air SaaS Service Operatins vclud Air Sftware-as-a-Service (SaaS) fferings are perated and/r managed by VMware and prvide the services described belw. The fllwing als utlines VMware s rles and respnsibilities in the delivery f each f the vclud Air SaaS Service Offerings. 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. If there is a cnflict between the Service Offering-specific descriptins belw and the rest f this Service Descriptin, the descriptins in this Sectin 3 prevail t the extent f the cnflict fr the particular Service Offering described. Page 14 f 29

15 Service Descriptin VMware vclud Air 3.1 VMware vclud Air SQL Service Offering Overview. vclud Air SQL is a clud database-as-a-service ffering perated by VMware as an OnDemand Service f vclud Air, giving IT rganizatins a VMwarecmpatible platfrm running a database-as-a-service that prvides easy access t scalable, clud-hsted relatinal databases. The Service Offering prvides fully managed and islated database instances, with autmated administrative capabilities that free rganizatins t fcus n their business pririties. Delivered in a cst-efficient pay-as-yu-g mdel, and built n the trusted fundatin f vsphere, vclud Air SQL supprts hybrid data slutins that seamlessly and securely extend n-premises databases t the clud. vclud Air SQL currently supprts Micrsft SQL Server, with a variety f memry, cmpute, and strage ptins Micrsft Database Sftware Licensing T use vclud Air SQL, yu must either purchase licenses fr Micrsft SQL Server frm VMWare ( License Included ) r use yur existing Micrsft SQL Server licenses in accrdance with Micrsft s License Mbility thrugh Sftware Assurance prgram ( BYOL ). Custmers can refer t the fllwing dcument that prvides guidance n hw they may use their existing Micrsft licenses n vclud Air with apprpriate links t the crrespnding Micrsft licensing dcuments and web sites: Whitepaper.pdf. Custmers are required t familiarize themselves with the prcess and cmply by the licensing requirements identified by Micrsft. Please nte that yu may be subject t the standard vclud Air SQL Service Offering fees including Micrsft SQL Server licenses r terminatin f the Service Offering if yu elect t use existing Micrsft SQL Server licenses but d nt cmply with the Micrsft License Mbility prgram requirements r d nt pssess the Micrsft SQL Server license rights needed fr yur use f the vclud Air SQL Service Offering Prerequisites vclud Air SQL is a Service Offering under the vclud Air umbrella. It therefre requires that custmers satisfy the fllwing prerequisites Custmers must have a billing relatinship with VMware by having a valid vclud Air accunt Custmers must have an existing VDC (Virtual Data Center) in vclud Air. A virtual Data Center fr the purpse f vclud Air SQL is an addressable Netwrk space within the bundary f vclud Air where a vclud Air SQL database endpint may be mapped t, s the custmers may cnnect t the database Custmers must have a methd by which they can cnnect t their vclud Air assets t enable netwrk access fr vclud Air SQL. By default, vclud Air SQL will nt map t public IP addresses and custmers must cnnect t their vclud Air SQL asset t d this Service Optins vclud Air SQL is perated and managed by VMware, with the fllwing tw class- f- service alternatives. Basic Database-as-a-Service Self Service Prvisining: Rapidly create islated and fully managed Micrsft SQL Server databases with the click f a buttn. Custmers can create a chice f SQL Server database Page 15 f 29

16 Service Descriptin VMware vclud Air versins and editins. Custmers als have the ptin f creating the databases in predefined sizes f Cmpute and Memry cmbinatins with a cnfigurable amunt f high perfrmance database strage. Service Management: Backups: The service prvides fully autmated and rchestrated capabilities f backing up databases fr a cnfigurable perid f time, with the ability t recver the state f the data t any pint within the retentin perid nt a new database. Snapshts: Custmers can als leverage capabilities f taking snapshts f data in time that are persisted n an bject stre that may be restred t new databases. Snapshts may be scheduled t recur at regular intervals r may be created n demand. Permissins / Privileges: The service enables rle-based access t different lifecycle management features f DB instances, snapshts and backups. The service rles are Plicy Manager, DBaaS admin, Snapsht admin, Instance wner & read nly user. Custmers can assign their DBAs, develpers, database users, and plicy administratrs t these rles t cntinue using their n-premises RBAC t vclud Air SQL. Scalability: Custmers have the ability t resize their instances by altering Cmpute, Memry and Strage sizes as their businesses grw. Availability: vclud Air SQL cntinuusly mnitrs databases and autmatically re-instantiates them after hardware failure t minimize dwn time. Security: By default, custmers databases are visible nly t custmers Virtual Data Centers (VDCs) in vclud Air. Custmers may chse t make databases available t the public Internet r t limit their visibility t certain VDCs within their vclud Air resurces. Custmers have cntrl ver database visibility n the netwrk thrugh the advanced netwrking capabilities f vclud Air Service Objects Fllwing are the varius cmpnents f vclud Air SQL Databases: Fr purpses f Access Cntrl and Security, custmers are required t have a Virtual Data Center (VDC) in vclud Air in rder t prvisin a database in vclud Air SQL. The VDC acts as a netwrk address space that limits visibility f the database t the custmer. vclud Air SQL creates each database in an islated Virtual Machine in a VDC that is accessible nly t the internal Service Management Netwrk. The Service Management Netwrk is internal t vclud Air SQL and is the backbne fr all management peratins perfrmed within the vclud Air SQL Virtual Data Center. vclud Air SQL then maps each database t a VDC f the custmer s chsing. Only users with access t the specified custmer VDC will be able t access the database. Custmers have the ability t subsequently cnfigure access rules t add r limit access t a database based n their needs. Custmers can cnfigure maintenance peratins such as backups, snapshts and patching, which the Internal Service Management Netwrk perfrms autmatically. Database Snapshts and Backups: All backups and snapshts are stred n vclud Air SQL s Object Stre service that is islated frm vclud Air SQL s cre infrastructure fr disaster recvery purpses. Objects in the Object Stre Service are encrypted befre strage. Page 16 f 29

17 Service Descriptin VMware vclud Air Service Management Tling: The vclud Air SQL endpint is cmpatible with standard 3 rd party tling that uses the Tabular Data Stream (TDS) prtcl t cnnect t Micrsft SQL Server. Custmers may utilize these tls t perfrm standard develper level functins and limited administrative level functins related t the use f their databases Service Prtals and User Interfaces Self-Service Prtals. The vclud Air SQL Service Offering may be accessed via the vclud Air Cnsle. By clicking n the vclud Air SQL tile in this cnsle, users can navigate t the vclud Air SQL Service Prtal where they can create and manage their database instances. Netwrking functins are perfrmed using the default vclud Air Cnsle Service Prvisining. Custmers may request the prvisining f pre-sized (ex: small, medium, large, etc.) virtual machines preinstalled with Micrsft SQL Server sftware Enterprise Editin r Standard Editin - that cmply with a licensing mdel f - Bring-yur-wn-license (BYOL), r - License Included These licensing mdels are further described in Sectin abve. Virtual machines are islated t a custmer and custmer may chse t create additinal databases n the instance. Custmers cannt access the Virtual Machine where the database instance is running, but instead will be given an endpint t access the database. Custmers may cnfigure the necessary strage fr the databases, and the strage ptins may change frm time t time as we prvide mre chice fr the custmer. These services will be prvisined n vclud Air infrastructure that is islated fr the purpses f vclud Air SQL. Additinal resurces such as netwrking will be prvisined and fr additinal infrmatin regarding the vclud Air IaaS prvisining requirements, please see Sectin 2.1 abve Data Recvery. Fr infrmatin abut data recvery in the vclud Air IaaS envirnment, please see Sectin 2.2 abve Mnitring. The vclud Air SQL Service Offering is fully managed by internal mnitring tling. Custmer visible mnitring is limited t third party tls and limited administrative functinality t maintain cmpatibility with the managed service requirements Incident and Prblem Management. Please see Sectin 2.4 abve Change Management. Please see Sectin 2.5 abve Security. Please see Sectin 2.6 abve Strage. The vclud Air SQL Service Offering includes high perfrmance persistent blck strage as a part f the cre vclud Air SQL subscriptin. Custmers may cnfigure their databases by specifying data tier sizing. All the required files fr the database such as data files, lgs, and temprary files are managed within this size limit. Custmers will be alerted as the database nears the limits f its cnfigured strage. Custmers have the ability t increase the database strage at any time, subject t Page 17 f 29

18 Service Descriptin VMware vclud Air applicable fees. Database strage cannt be reduced in size Migratin. Databases can be migrated int the vclud Air SQL using third party database tls. Hwever, privileged peratins are disabled fr the custmer as the service is a managed service Ordering All vclud Air OnDemand custmers have access t the vclud Air SQL Service Offering t create an instance. Custmers can launch a database instance via the vclud Air Cnsle Suspensin In the event f a suspensin as described in Sectin 4.4 belw, Custmers will immediately lse management access t their vclud Air SQL instances, as well as applicatin access t their database instances. VMware will retain cnfiguratins and data (including primary and backup data) intact until the issue is reslved r the service expires r is terminated Terminatin Upn terminatin, VMware will take a final snapsht f the primary database strage and retain it fr 90 days, after which VMware may purge the final snapsht. VMWare may immediately purge all ther data assciated with the database instances upn terminatin (including snapsht, PITR backup) except fr the final snapsht. 4. Business Operatins This sectin summarizes prcesses fr rdering, scaling, renewing, suspending, and terminating the VMware vclud Air Service Offerings. 4.1 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 Page 18 f 29

19 Service Descriptin VMware vclud Air until such time as yu ve released the excess capacity and VMware has reclaimed it. 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. OnDemand Ordering fr SaaS 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 Page 19 f 29

20 Service Descriptin VMware vclud Air beginning f each Billing Perid. Yur credit card will be charged at the time f invicing fr any charges incurred fr metered usage. 4.2 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 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. 4.3 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 Page 20 f 29

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