IBM Workload Automation

Transcription

1 IBM Workload Automation Service Definition 1

2 1. Summary 1.1 Service Description IBM Workload Automation (SaaS) is a service management solution that allows customers to model the business processes one time to a level of detail that allows defining workflows with automation to allow running them in an unattended manner, then to run these workflows every time they are needed. The reduced need for human intervention allows efficient execution and high-level governance over large quantities of executed processes. Individual process execution elements are called jobs. They describe an activity performed on a system or an application. IBM Workload Automation (SaaS) is able to: combine jobs into flows and attach conditions in any point of the flow automate the execution of jobs at the specified moment: present jobs and flows in summarized views where they can be monitored and manipulated 1.2 Service Characteristics Lot IBM Workload Automation Applicability Contract Duration Contract Price Any public sector body that wishes to easily manage composite IT and business workloads, supporting workloads with complex dependencies, and spanning multiple applications and systems. Workload automation will allow you to Drive the execution of business processes with the lowest TCO across all environments, servers and applications. Experience best of breed workload automation that is highly scalable and flexible. Minimum of 12months Maximum of 5 years. Executed Jobs is the unit of measure by which the IBM Workload Automation (SaaS) can be entitled through a subscription. A Job is an object within the IBM Workload Automation (SaaS) that cannot be further divided and represents a computing process including all its sub-processes. Each run of a job counts as a separate Executed Job. Does the SaaS price decrease with the volume of job executed? Yes, the SaaS price varies by tier, but the cumulative price per unit incorporates the previous tiers ordered. The price of the next tier does not start until the total quantity in the prior tier 2

3 has been ordered. Tiers changes are defined for IBM Workload Automation (SaaS) at 25, 250 and 1000 packs of jobs, as described below: Per 1,000 Job Pricing 1,000 25,000 jobs = 1,000 job pack $70 per Job/month 26, ,000 = 1,000 job pack $56 per Job/month 251,000 1,000,000 = 1,000 job pack $35 per Job/month 1,000,000 + = 1,000 job pack $21 per Job/month Lead time to start Related Lot(s) /Offering(s) 1-2 Days IBM Performance Management IBM Monitoring 1.3 Why IBM Information Assurance Data Backup and Restore Disaster Recovery On-boarding and offboarding of electronic identities and system identities Service Management Where work is of a sensitive and secure nature, security standards will be agreed between IBM and the Contracting Body, and if necessary IBM will ask the Contracting Body to issue a Security Aspects letter. Backups performed daily. Restores are performed by request with no limit to the number of restores performed to ensure a client s operation. IBM backs up data daily and has disaster recovery plans in place. Data recovery is not part of the SLA. On-boarding - configuration of the instance for the client - is included in the subscription. Implementation configuration of the user interface and workspaces, building integrations, etc. - is not included in the subscription and can be configured by the client or sourced from IBM C&SI Lab Services, IBM Global Technology Services, and/or Business Partners. SaaS solutions can be integrated with clients' Identity and Access Mgmt systems. Monitors are in place for the virtual machines and application layer to inform administrators of issues with service 3

4 Service Constraints maintenance windows, customisation, deprecation of functionality/features Service levels availability. Release updates are, in the case of minor releases and fix packs, applied to a client s production and non-production instances (with full backups performed prior to the upgrade to enable any changes to be rolled back if they fail. When IBM moves a client to a new major release, the client s non-production instance will be upgraded. There will be a time period by when the customer can test the new release, at which point once the conditions are satisfied, the production instance will be upgraded and the original instance will be retired and archived. During this time it is expected that the client will thoroughly test any interfaces and integrations prior to the instance upgrade. Upgrades will be announced by IBM and a timetable for them to be performed will be agreed with the client depending on their requirements. Definitions: Authorized Contact means the individual you have specified to IBM who is authorized to submit Claims under this SLA. Availability Credit means the remedy IBM will provide for a validated Claim. The Availability Credit will be applied in the form of a credit or discount against a future invoice of subscription charges for the Service. Claim means a claim submitted by your Authorized Contact to IBM pursuant to this SLA that a Service Level has not been met during a Contracted Month. Contracted Month means each full month during the term of the Service measured from 12:00 a.m. Eastern US time on the first day of the month through 11:59 p.m. Eastern US time on the last day of the month. Customer means an entity subscribing for the Service directly from IBM, which has entitlement for use of the Service at the time of submitting a Claim, and which is not in default of any material obligations, including payment obligations, under its contract with IBM for the Service. Downtime means a period of time during which production system processing for the Service has stopped and all of your users are unable to use all aspects of the Service for which they have appropriate permissions. By way of 4

5 Financial compensation for service level breaches clarification, there is no Downtime if any user can use any aspect of the Service for which they have appropriate permissions. Downtime does not include the period of time when the Service is not available as a result of: Planned System Downtime Force Majeure Problems with Customer or third party applications, integrations, equipment or data Customer or third party acts or omissions (including anyone gaining access to the Service by means of your passwords or equipment) Failure to adhere to required system configurations and supported platforms for accessing the Service IBM s compliance with any designs, specifications, or instructions provided by Client or a third party on Customer s behalf Event means a circumstance or set of circumstances taken together, resulting in a failure to meet a Service Level. Force Majeure means acts of God, terrorism, labour action, fire, flood, earthquake, riot, war, governmental acts, orders or restrictions, viruses, denial of service attacks and other malicious conduct, utility and network connectivity failures, or any other cause of Service unavailability that was outside IBM s reasonable control. Planned System Downtime means a scheduled outage of the Service for the purpose of service maintenance or system updates, such as but not limited to, when a release, patch or hot fix is applied. Service Level means the standard set forth below by which IBM measures the level of service it provides in this SLA. Service means the IBM Workload Automation (SaaS) production instance to which this SLA applies, as shown on the first page of this Service Description. This SLA applies to each Service individually and not in combination. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. 5

6 Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM s records, which will prevail in 6

7 the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM. Availability of Service during a Contracted Month Availability during a Contracted Month Availability Credit (% of Monthly Subscription Fee for Contracted Month which is the subject of a Claim) Less than 99.8% 2% Less than 98.8% 5% Training Ordering and invoicing Termination terms Data restoration/service migration Consumer responsibilities Technical requirements service dependencies, technical interfaces, Less than 95.0% 10% Availability percentage is calculated as: (a) the total number of minutes in a Contracted Month, minus (b) the total number of minutes of Downtime in a Contracted Month, divided by (c) the total number of minutes in a Contracted Month, with the resulting fraction expressed as a percentage. Solution training is available from the usual IBM Cloud and Smarter Infrastructure sources. Can be order via Passport Advantage, invoicing total contract value up-front, monthly (in-arrears), quarterly (up-front) or annually (up-front) Renewal is normally automatic. You may terminate the expiring Cloud Service term by written request, at least ninety (90) days prior to the expiration date of the term that is set forth in the Order Document. Data restoration and service migration services (e.g. from onpremises services to SaaS or vice-versa) are available through IBM Software Group Services. Requirements to access the SaaS offering are as follows: Supported browsers A browser is used to login to Workload Automation and to edit and run processes. The browsers supported by Workload Automation are: For the Application Lab: Mozilla Firefox 24 ESR Microsoft Internet Explorer 9.0 and 10.0 Chrome 26 7

8 Safari 6 For the Dynamic Workload Console: Mozilla Firefox 24 ESR Microsoft Internet Explorer 9.0 and 10.0 For documentation relating to IBM Workload Automation - SaaS: IBM Workload Automation SaaS Supported Operating Systems and Agents: /wa_agent_supp_os.jsp On premises system requirements : 01.ibm.com/support/docview.wss?rs=672&uid=swg On premises console requirements: 01.ibm.com/support/docview.wss?rs=672&uid=swg Contact Contact Name Steve Cliff Title IBM UK Cloud Alliances Executive Address PO Box 41 North Harbour Portsmouth Hants, PO6 3AU Contact [email protected] Contact Phone

9 2. Delivery 2.1 Context Drive the execution of business processes with the lowest TCO across all environments, servers and applications. You can experience a best of breed workload automation that is highly scalable and flexible. IBM Workload Automation enables you to easily manage composite IT and business workloads, supporting workloads with complex dependencies, and spanning multiple applications and systems. Now the choice is yours: run workload automation in the cloud to minimize upfront investments or on-premises for full control. IBM Workload Automation (SaaS) offers speed of automation, power to business and precise governance. Deliver results fast by using off-the-shelf components from our Application Catalog With IBM Workload Automation our customers are getting: 30% reduction in execution time of business workloads, resulting in millions of pounds in savings 90% reduction in labour costs and total control of business SLAs 35% savings in operation costs and improved staff productivity to support additional workloads Manage millions of critical activities impacting your business SLA 2.2 What we will deliver IBM Workload Automation (SaaS) offers speed of automation, power to business and precise governance. Deliver results more quickly by using off-the-shelf components from our Application Catalogue to derive value from investments you have already made in other automation solutions. Further decrease time to value by engaging with IBM Software Group Services contracted separately to help you deliver value from workload automation even more quickly. 9

10 2.3 Commercials Per 1,000 Job Pricing 1,000 25,000 jobs = 1,000 job pack $70 per Job/month 26, ,000 = 1,000 job pack $56 per Job/month 251,000 1,000,000 = 1,000 job pack $35 per Job/month 1,000,000 + = 1,000 job pack $21 per Job/month 2.4 Key Points Can I try it before I buy it? Absolutely, explore it in a live guided sandbox environment where you can see the product in action, or request a free trial to try it out with your own applications for 30 days. Get started with your free trial. How does the subscription plan work? The subscription period is based on 12 months or longer. Flexible billing provides a number of choices: 1) Paying up front 2) monthly billing (arrears) 3) quarterly billing 4) annual billing. What maintenance and support does the subscription cover? The subscription covers support coverage 24x7x365, data backups and restores, monitoring and patching. What is an Executed Job? Executed Jobs is the unit of measure by which the IBM Workload Automation (SaaS) can be entitled through a subscription. A Job is an object within the IBM Workload Automation (SaaS) that cannot be further divided and represents a computing process including all its sub-processes. Each run of a job counts as a separate Executed Job. Does the SaaS price decrease with the volume of job executed? Yes, the SaaS price varies by tier, but the cumulative price per unit incorporates the previous tiers ordered. The price of the next tier does not start until the total quantity in the prior tier has been ordered. Tiers changes are defined for IBM Workload Automation (SaaS) at 25, 250 and 1000 packs of jobs, as described below: From 1K to 25K jobs, each 1K job pack is priced at $70/mth From 25K to 250K jobs, each 1K job pack is priced at $56/mth From 250K to 1,000K jobs, each 1K job pack is priced at $35/mth 10

11 +1,000K jobs, each 1K job pack is priced at $21/mth. 11