Service Description. vstart Solution Assistance & Consulting Service

Transcription

1 Service SKUs SKU # SKU Description Provider Infrastructure Consulting Services, Custom, vstart Solution assistance and Consulting, 1week GICS Resource for 1 unit of service Duration (hours) Virtualization Solution Architect 40 Project Management 10 Service Overview The Dell vstart Service (the Service ) seeks to provide Customer with an integrated consulting solution. One of the following options can be selected: 1. Design service driven by categorization of source workloads 2. Healthcheck of existing virtualization platform 3. Workload migration planning and execution 4. Virtualization Operational Readiness Assessment Dell will provide specialized technical assistance with the chosen vstart service option. The Dell sales representative will assist in defining which vstart option is required at time of purchase. Each service will be a unit of work corresponding to 5 contiguous 8-hour working days during which a specialist will be available to Customer. Should Customer have additional requirements outside of the scope of the Service defined at the time of purchase, assistance with such additional requirements would be proposed as an additional service. N.B. The services as they have been defined within this document are only available as part of Dell vstart solutions. Purchasing these services separately from vstart would require interaction from your sales representative. 1.) Design Service Identify specifics pertaining to customer environment via questionnaire Categorize and assess critical workloads for the following two Customer scenarios. 1. vstart will host existing target physical workloads, which includes: one day data tool based data collection a maximum of 10 workloads 2. vstart will host a new application: vendor-specific virtualization specifications will be provided by Customer. Dell will not be responsible for translating application-specific physical specifications to virtual sizing, or support. Design Session ICS, vstart Solution assistance and Consulting Page 1 of 9

2 o o o Dell consultant will provide a design blueprint which will be further tailored to the Customer environment during workshop (Whiteboard recommended session) Dell consultant will assist Customer to develop an implementation/configuration guide during the workshop Dell consultant will work off-site to produce final design and configuration guide. Included With This Service The following is included with this Service: 2.) Healthcheck Sizing o Dell consultant will assist Customer to define/confirm that the configuration meets the minimum hardware and software requirements for the environment. vcenter Server. o Dell consultant will assist Customer to determine server requirements o Dell consultant will assist Customer to determine storage allocations o Dell consultant will assist Customer to determine define database requirements, and gather required information, including: DB Type, Host OS, Connection type, DB name, credentials If SQL or Oracle database is not available, Dell consultant will assist Customer to install SQL 2005 Express Edition as a default database. o AD integration Dell consultant and Customer will discuss assignment of four inbuilt vcenter roles to the Data Center or Cluster level objects and integration of these roles to active directory groups. o vswitch and Port Group Design for virtual networking services including production, management, iscsi and VMotion connectivity o If applicable, Dell consultant will outline image templates that will be used during the VM deployment o Cluster/HA Design Storage o Dell consultant will assist Customer to define the storage allocation, including: storage pools and volumes. storage sizing. server assignments. VMFS volumes and layout Physical Networking o Dell consultant will design and document switch settings via a configuration guide for the new Dell Ethernet switches, based on best practice guidelines. Valid standalone iscsi fabric(s) Production network configuration within Dell rack Operations o Define/confirm location to install and configure Dell OpenManage Server Administer ( OMSA ) SAN Headquarters ( SANHQ ). The Virtual Infrastructure Healthcheck service provides for the on-site presence of a Dell consultant to conduct an assessment of Customer virtual infrastructure (up to two host servers). The Service assists Customer in validating Customer s current environment and identifying potential for optimization and performance improvement. Included With This Service Dell consultant will be available to Customer for up to two days on-site and two days off-site in order to prepare the HealthCheck report. ICS, vstart Solution assistance and Consulting Page 2 of 9

3 Service Description Dell consultant will present an interactive workshop to facilitate knowledge transfer on VMware best practice to a maximum of five participants (target audience: Customer s architects and administrators new to VMware ESX Server and vcenter). Dell consultant will perform an assessment of up to two virtual Infrastructure host servers and one vcenter server. Executive briefing of findings 3.) Workload Migration and Execution The Workload Migration and Execution approach seeks to provide due diligence and technical procedure to accelerate virtualization adoption. Included With This Service Workload rationalization by identifying and classifying servers within scope; this service will provide for analysis of up to 100 workloads, including: o tiering candidates, by resource usage o providing total IOPS and disk capacity o scenario modeling (2 scenario models) to validate the requirements of the target virtualization platform. N.B. The workload rationalization service performs an assessment of the environment using a tool. This assessment will gather data for up to 3 days, however it is also possible for the Dell consultant to work from data provided by Customer. Dell will take the findings of the Customer assessment at face value and it is Customer s responsibility to validate the findings of the assessment., Sample Migration process and orientation of the process Technical Migration procedure (Physical to Virtual As Built guide) 4.) Virtualization Operational Readiness Assessment The Virtualization Operational Readiness Assessment ( VORA ) Lite service is designed to provide Customer with an assessment of the impact that virtualization will have on Customer s operational management architecture and processes in four selected areas. The Service seeks to accelerate Customer s progress to full operational readiness, and enable Customer to routinely provision, consume and manage virtualization effectively and efficiently in enterprise production environments. Within VORA Lite there are 4 topic areas covered. There are 2 topic areas prescribed Transformation Planning and VM Life-cycle and then 2 customer choices from: a. Org and Skill Development b. Service Catalogue c. Configuration Management d. System Management e. Security f. Chargeback (or Showback) g. Capacity Planning Included With This Service Dell consultant will collect data through pre-workshop questionnaires and interactive workshop sessions Dell consultant will analyze data after the workshop and the preparation and presentation of reports ICS, vstart Solution assistance and Consulting Page 3 of 9

4 Deliverables Subject to payment by Customer to Dell in full hereunder, the following Deliverables will be provided to Customer under the Agreement. Deliverable Description Method of Delivery 1. Design Service Design deliverable Configuration guide Design validation diagram and appendices if necessary Configuration Guide specification of IP addressing, host names, storage groups, volumes Design in A3 Visio /JPG Short Design appendix PDF if necessary (max 5 pages) Configuration guide in PDF 2. Healthcheck Healthcheck report Executive Briefing A written report describing Customer s existing Virtual Infrastructure including the following: Document the inventory of systems analyzed Assist Customer to gauge how well the virtual infrastructure is configured and being used relative to VMware best practices, and identify areas needing attention and/or remediation Provide detailed recommended changes to configuration and usage per VMware best practices that may improve utilization and operations Serve as a reference to review best practices and issues discussed during the onsite visit Executive briefing slides that focus on findings and recommendations designed to facilitate next steps and explore additional equipment and service needs Healthcheck PDF Briefing PPTX ICS, vstart Solution assistance and Consulting Page 4 of 9

5 3. Workload Migration and Execution Assessment report Migration Process Migration guide Assessment document demonstrating current candidate capacity and performance requirements. Candidate tiering and scenario models Basic process for undertaking physical to virtual migrations Guide detailing the technical steps for candidate migration Assessment report in PDF Process Visio/JPG Migration guide PDF 4. VORA Lite Process Maturity Assessment Virtualization Operational Readiness Best Practices Virtualization Operational Readiness Assessment Final Report Current state assessment of ITSM processes reviewed - Document describing current state assessment of ITSM processes reviewed Document providing: Executive Summary Summary of Findings Specific Finding Detail Future State Recommendations Implementation Roadmap PDF All Deliverables provided to the Customer for approval will be deemed accepted if within ten (10) days after delivery Customer has not provided to Dell written notice identifying specifically any basis for not approving the Deliverables. If Customer provides such notice, Dell shall be given the opportunity to revise the Deliverables within a reasonable time and resubmit it to Customer in accordance with this provision. In addition, use of Deliverables in a production environment by Customer will constitute acceptance of such Deliverables. Dell will be free to use its general knowledge, skills and experience, and any ideas, concepts, know-how, methodologies, and techniques within the scope of its consulting practice that are used in the course of providing the Services. In addition, in no event will Dell be precluded from developing for itself, or for others, materials that are competitive with the Deliverables, irrespective of their similarity to the Deliverables, provided this is done without use of Customer s Confidential Information. Assumptions Assumptions: Customer agrees that Dell may make certain assumptions while specifying the Services and deliverables detailed in this Service Description and that the assumptions stated in this Service Description, including those below, are correct. If the assumptions used to develop the Service Description are found to be incorrect and/or if significant omissions or inaccuracies regarding information supplied by the Customer are discovered during the course of providing the Services, the parties agree to meet and negotiate, in good faith, equitable changes to the Service Description (e.g., changes in costs or scheduling), Service Levels and/or Fee Schedule to address the impact of such omissions or inaccuracies. If the ICS, vstart Solution assistance and Consulting Page 5 of 9

6 parties fail to reach an agreement with respect to such incorrect assumptions, Dell may terminate this Service Description upon notice to the Customer. 1. The prices for the Services are based on Customer s environment as known by Dell at the time of execution of this Service Description. If the volumes, consumption factors or requirements change by +/- five (5%) percent, Dell will adjust the pricing to reflect these changes. 2. The Services and any necessary travel associated with the Services will be conducted during normal business hours (Monday through Friday, between 8 a.m. and 5 p.m. local Customer time). 3. Dell reserves the right to perform portions of the work remotely according to a schedule mutually agreed to by both Customer and Dell. 4. This Service Description includes travel to one domestic location(s) within the continental United States as detailed in this Service Description. Any additional travel to other locations is considered out of scope and will require the approval of Customer via the change control process detailed in this Service Description. 5. Dell is not responsible for resolving compatibility or other issues that cannot be resolved by the manufacturer or for configuring hardware or software in contradiction to the settings supported by the manufacturer. 6. Dell is not responsible for project or Service delivery delays caused by Customer facility or personnel challenges. 7. Completing transition within the agreed timeframe is contingent upon Dell receiving the necessary Customer information and gaining access to the necessary Customer resources, personnel, and facilities in a timely manner. 8. Dell reserves the right to sub-contract portions or all of the requested Services. 9. Any timescales or plans presented in this Service Description assume that the Customer provides any required information and fulfills its other obligations as described herein in a timely manner. 10. If the Customer fails to meet its obligations as set forth in this Service Description, Dell may adjust the timeline or costs with notice to the Customer to address such delays or failure to meet obligations. Not Included With This Service(s) The following are NOT included with this Service: physical installation of equipment. network or electrical or other cabling. configuration of a product not included in this service description or its annexes. scripting and integration with existing Customer system management and monitoring systems Configuration of network devices such as Ethernet switches or routers, other than the ones included in the vstart Troubleshooting or fixing any existing system problems. The Healthcheck option will assist in identifying issues and make recommendations on resolution, however the resolution of these issues is out of scope of this Service. Dell training and certification services All activities not specifically described in this Service Description. Please contact your Dell Sales Representative if you desire any activities other than those specifically noted in this Service Description. ICS, vstart Solution assistance and Consulting Page 6 of 9

7 Customer s Responsibilities Service Description The Customer is responsible for completing the following requirements: Resources and Requirements Identify a single point of contact to make decisions and represent the Customer in all matters related to this Service, and to ensure that all tasks can be completed within the specified time period. All Services communications will be addressed to such point of contact (the Customer Contact ). Failure to do so might result in an increase in costs of this Service to Customer. Customer will provide technical points-of-contact, who have a working knowledge of the enterprise components to be considered during the Services ( Technical Contacts ). Dell may request that meetings be scheduled with Technical Contacts. The Customer Contact will have the authority to act for Customer in all aspects of the Service including bringing issues to the attention of the appropriate persons within Customer s organization and resolving conflicting requirements. The Customer Contact will send any communication between Customer and Dell, including any scope-related questions or requests, through the appropriate Dell Project Manager. The Customer Contact will provide timely access to technical and business points of contact and required data/information for matters related to the scope of Service. The Customer Contact will obtain and provide project requirements, information, data, decisions and approvals within one working day of the request, unless both parties agree in writing to a different response time, and Customer agrees that it is responsible for timeline and cost implications. Customer may be responsible for developing or providing documentation, materials and assistance to Dell and agrees to do so in a timely manner. Dell shall not be responsible for any delays in completing its assigned tasks to the extent that they result from Customer s failure to provide such timely documentation, materials and assistance. The Customer Contact will ensure the Services personnel have reasonable and safe access to the Project site, a safe working environment, an adequate office space, and parking as required. Customer will inform Dell of all access issues and security measures, and provide access to all necessary hardware and facilities. Customer is responsible for providing all hardware, software, internet access, and facilities for the successful completion of the Services. Facilities and power must meet Dell s requirements for the products and Services purchased. Customer agrees to complete a customer satisfaction survey. Provide appropriate conference room facilities (with projector and whiteboard) for the interactive kick off meeting and executive presentation. Provide telephone and network access (for ) for consultants while onsite. Ensure attendance by key Customer contacts at Customer meetings and deliverable presentations. Provide licensed installation media for all operating systems (server & client), management and infrastructure titles, and applications to be installed on the image referred to in this Service Description. Ensure appropriate IT staff resources are available to assist with the integration of the hardware and software into the customer s lab environment. Complete a backup of all existing data and programs on all affected systems prior to Dell arriving at the location to deliver of this Service. DELL WILL HAVE NO LIABILITY FOR LOSS OR RECOVERY OF DATA OR PROGRAMS or loss of use of system(s) arising out of the services or support or any act or omission, including negligence, by Dell or a third-party service provider. ICS, vstart Solution assistance and Consulting Page 7 of 9

8 Key Service Steps To be determined with the Dell program manager at least a week before the service effectively starts to be delivered. Important Additional Information Terms & Conditions Overview This agreement ( Agreement or Service Description ) is made between the customer ( you or Customer ) and Dell. For purposes of this Agreement the term Dell shall mean Dell Marketing L.P. or, if applicable, the Dell entity identified on Customer s invoice. By purchasing these Services (as defined herein) from Dell, Customer agrees to be bound by all terms and conditions set forth in this document. Customer agrees that renewing, modifying, extending or continuing to utilize the Services beyond the initial term is subject to the then-current Service Description available for review at Direct Purchasers & End Users Who Purchase ProSupport from a Reseller. Dell is pleased to provide this Service Description in connection with Customer s separate signed master services agreement with Dell or, in the absence of such agreement, Dell s standard Commercial Terms of Sale ( CTS ), which can be obtained at PartnerDirect Registered or Certified Partners and Resellers: Dell is pleased to provide this Service Description for resale by its authorized resellers in connection with Dell s Terms and Conditions of Sale for Persons or Entities Purchasing to Resell, which can be obtained at 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 PERIOD ). 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 PERIOD EVEN IF YOU DO NOT USE THE SERVICE. Assignment. Dell may assign this Service and/or Service Description to qualified third party service providers. Cancellation. Subject to the applicable product and services return policy for Customer s geographic location, Customer may terminate this Service within a defined number of days of Customer s receipt of the Supported Product by providing Dell with written notice of cancellation. If Customer cancels this Service within that period, Dell will send Customer a full refund less the costs of support claims, if any, made under this Service Description. However, if that period has transpired since Customer s receipt of the Supported Product, Customer may not cancel this Service except as provided by an applicable state/country/province law which may not be varied by agreement. Dell may cancel this Service at any time during the Service term for any of the following reasons: Customer fails to pay the total price for this Service in accordance with the invoice terms; Customer refuses to cooperate with the assisting analyst or on-site technician; or Customer fails to abide by all of the terms and conditions set forth in this Service Description. If Dell cancels this Service, Dell will send Customer written notice of cancellation at the address indicated on Customer s invoice. The notice will include the reason for cancellation and the effective date of ICS, vstart Solution assistance and Consulting Page 8 of 9

9 cancellation, which will be not less than ten (10) days from the date Dell sends notice of cancellation to Customer, unless state law requires other cancellation provisions that may not by varied by agreement. IF DELL CANCELS THIS SERVICE PURSUANT TO THIS PARAGRAPH, CUSTOMER SHALL NOT BE ENTITLED TO ANY REFUND OF FEES PAID OR DUE TO DELL. Relocation. This Service will be delivered to the site(s) indicated on the Customer s invoice. This Service is not available at all locations. Dell s obligation to supply the Services to relocated Supported Products is subject to local service availability and may be subject to additional fees, and to inspection and recertification of the relocated Supported Products at Dell s then current time and materials consulting rates. Customer will provide Dell with sufficient and safe access to Customer s facilities at no cost to Dell for Dell to fulfill Dell s obligations. Service Parts Ownership. All Dell service parts removed from the Supported Product and returned to Dell become the property of Dell. Customer must pay Dell at the current retail price(s) for any service parts removed from the System and retained by Customer (except for hard drives from systems covered by Keep Your Hard Drive service) if Customer has received replacement parts from Dell. Dell uses new and reconditioned parts made by various manufacturers in performing warranty repairs. Term and Renewal. Customer will receive Services for the term indicated on Customer s Dell invoice. Prior to the expiration of the service term, Customer may be entitled to extend the term depending on available options then in effect and in accordance with Dell s then-current procedures. In addition, Dell may, at its option, propose to renew this Service by sending Customer an invoice to renew the Services. Customer may, at its option (where permitted by law), agree to such renewal of the Services by paying such invoice by the due date. Payment of renewal invoices shall indicate Customer s agreement to extend the term of this Service. By renewing this Service, Customer agrees that the thencurrent terms will apply to the renewal period. If Customer elects not to pay a renewal invoice, Services will be discontinued as of the expiration date set forth on the original or last paid Customer invoice. Transfer of Service. Subject to the limitations set forth in this Service Description, Customer may transfer this Service to a third party who purchases Customer s entire Supported Product before the expiration of the then-current service term, provided Customer is the original purchaser of the Supported Product and this Service, or Customer purchased the Supported Product and this Service from its original owner (or a previous transferee) and complied with all the transfer procedures. A transfer fee may apply. Please note that if Customer or Customer s transferee moves the Supported Product to a geographic location in which this Service is not available or not available at the same price as Customer paid for this Service, Customer may not have coverage or may incur an additional charge to maintain the same categories of support coverage at the new location. If Customer chooses not to pay such additional charges, Customer s Service may be automatically changed to categories of support which are available at such price or a lesser price in such new location with no refund available. ICS, vstart Solution assistance and Consulting Page 9 of 9