Disk Arrays Fiber Channel connectivity NAS Data Movers Backup/Recover media and software

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1 NAS Storage SLA Purpose: The purpose of this document is to outline the service level agreement for the Emory NAS storage offering. This document will define roles and responsibilities of the Emory NAS storage provider (storage team) and Emory server administration (customer). This document also lays out the NAS certification process for the delivery of NAS services and creation of NAS storage performance agreements. Description of the Emory NAS Storage Offering: The Emory NAS storage offering will provide campus wide CIFS and NFS file services to Emory schools and departments. Storage will be provided based on a yearly charge back model. In this model, Emory schools and department will be charged a flat rate per GB. This rate will cover the cost of the management of the storage infrastructure. The storage infrastructure is defined as the following: Disk Arrays Fiber Channel connectivity NAS Data Movers Backup/Recover media and software The cost of this service does not cover Netcom related expenses incurred by the end user. Netcom related SLA issues such as network uptime are not covered by this SLA. Storage availability will be measured from the NAS Data Mover network interface in the North Decatur Building. The following online backup/recovery services will be provided at no extra cost: 2 weeks of daily file system online snaps (14 days of online file recovery) This will give the customer the option recovering the file from a daily snapshot. Fourteen days of snapshots will be available. This feature allows online recovery or reference to the aged files. There is no provision to recovery any data older than fourteen days in the base offering. The NAS service will also provide an optional backup/recovery from tape media. This service will be provided at an addition cost. Weekly full NDMP Backup controlled by the customer via TSM 3 weeks backup tape retention

2 All tape backup/recovery will be managed and controlled by the customer. The storage group will provide the infrastructure configuration and management for the backup/recovery environment only. Any backup client license fees will have to be charged to the customer. NAS Service Qualification Process: In order to assure achievable service level and identify potential configuration issues prior to service role out, each NAS customer must go through a NAS service qualification process; This process will document network paths, possible firewall issues, and determine expected customer performance to selected desktops. The results of the performance testing will be used to construct the customer performance component of the NAS SLA. The following process will be used for service qualification: Step 1: Define required storage A: Determine initial storage sizing B: Assign initial SLA C: Add storage to capacity planning projections Step 2: Certify network connection A: Document network path, latency, and transfer rates B: Identify any firewall configuration requirements C: Perform performance testing D: Update client performance SLA based on test results Step 3: Design file system layout A: Design nested or non-nested layout B: Determine number of shares and sizes C: Define quota s Step 4: Configure Data Mover and Network A: Request IP Addresses for virtual mover B: Request network connection if needed

3 C: Request firewall changes if needed Step 5: Provision Storage A: Setup virtual data mover B: Create storage pool and assign storage C: Build file shares D: Set quotas (if required) Step 6: Configure-test Backup/Recovery A: Setup of backup and snapshots (if required) B: Execute initial backup and do a restore test Step 7: Setup Capacity planning schedule and turnover storage to users A: Setup schedule for capacity planning review with customer B: Activate storage, and the local IT group begins management of storage Once the storage qualification has been completed, the final performance specification can be constructed. A customer expected performance average will be used as the local performance SLA. This SLA will be measured from specific desktops and will be based on a 24 hour average. Changes in documented local performance will require analysis from both Netcom and the storage team. The general performance number is used as base lines and is guaranteed under the SLA (performance at Data Mover). Base NAS Storage SLA The following is the base NAS storage SLA for the Emory NAS service offering. The NAS service offering cost is based on this SLA. Description: NAS is a transport technique for storage using file shares. CIFS and NFS share types are support. NAS can technically be used to transport any class of storage. Due to network constraints, bronze level storage will be used. The following diagram describes the Emory NAS service offering infrastructure.

4 Performance: Performance at the Data Mover NIC: 8MB/s Note on Performance: Overall performance to the user desktop can vary based on both storage and network speed. The storage qualification process will be used to determine the average storage performance for each customer. Storage speed for the general SLA will be measured at the data mover port in the North Decatur building (8MB/s). The performance SLA maybe reduced based on measured network transfer rates to selected customer desktops. Availability: 24X7 (with the exception of schedule maintenance) Availability is measured at the data mover in the North Decatur Building.

5 Maintenance Windows: Two 8 hours maintenance windows per year Problem Resolution Response Times: Defined Sev 1 Problems: (30 minutes after ticket is entered with help desk) 1. No access to existing file shares Defined Sev 2 Problems: ( 8 hours after ticket is entered with help desk) 1. File share is at 100% capacity and storage quota expansion is required (high priority storage add) Storage provisioning SLA: Storage on Demand: A storage on demand model will be used. Storage will be allocated as requested on the initial storage request. An applications quota expansion can be requested by the application as needed to grow file shares. Initial storage on demand setup (if capacity exists): 2 weeks Planned quota expansion of 10% or less (1 per 90 day period): 2 weeks Planned quota expansion of greater than 10%: 90 days Application responsibility for Storage on Demand: Capacity planning forecasts must be provided by the application. The storage team will maintain a 10% storage buffer over current storage allocation. Any growth greater than 10% may require the possible purchase of new storage and must be forecast 90 days in advance. A quarterly capacity planning and SLA review meeting will be held between the storage team and the storage customers. Backup/Recovery: The storage team will manage all snapshot pools and maintain require snapshot space. The storage team will also manage the tape infrastructure and TSM. The customer is responsible the scheduling and monitoring of there file share backups/restores. It is also the responsibility of the customer to perform recovery testing. Customer File share Storage Quotas:

6 The NAS service will support customer file share quotas. If requested, quotas can be set for customer file shares. These quotas allow the customer to limit end user storage utilization. Currently customer file shares quotas can only be configure by the storage team. The following SLA will apply for the configuration of customer file shares storage quotas: At the time of initial storage setup: 2 weeks (this is included in the initial storage setup SLA) Additions or changes after storage setup: 2 weeks Compliance and Security: Data Mover and file shares are configured for general access. Access control for file shares will be managed by the customer using Active Directory. The storage team will not manage user level access control. Special data movers can be configured to isolate sensitive data such as (HIPPA) data if requested. Monitoring and Management of File shares The storage team will not monitor customer file share capacity. It is the customers responsibility to manage the capacity of there file shares. This can be done though purging files, archiving files, or increasing file share space allocations (see provisioning SLA). Monitors will be available to the IT management team when file shares threshold are reached. The storage on demand provisioning SLA will apply if file share expansion is required. Performance Compliance Measurements: NAS storage performance will be actively monitored and reported at the North Decatur data movers. Local customer performance will be verified by the storage team at the request of the customer. The storage team will engage Netcom as necessary to troubleshoot any network NAS performance issues. The storage team will be the owner of all NAS related performance issues. The customer must be available to assist with local configuration and testing in the event of performance issues. Uptime will be monitored and measured at the data movers in the North Decatur building. Network outages are not measured as part of the NAS uptime SLA. Service and support measurements will be determine through the service request process. Measure will be made based on initial service request to resolution. Account Review: The storage team will conduct an account review with each customer quarterly. In this review, service issues and SLA compliance will be discussed. This meeting can be combined with the quarterly capacity planning meetings.

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