Right Start RIS Plus of a Dell DL4300 Backup & Recovery Appliance

Transcription

1 Right Start RIS Plus of a Dell DL4300 Backup & Recovery Appliance Description The Right Start RIS Plus of a Dell DL4300 Backup & Recovery Appliance Services Offering consists of five hours and thirty minutes of consulting hours and thirty minutes of project management coordination during which Dell will provide the remote installation of a Dell DL4300 Series Backup & Recovery appliance including the configuration, testing and knowledge transfer of the AppAssure backup software (the Activities ). Activities The remote planned activities include: Services Effort Product Components: Solution Components Installed w. Quantities: AA Server/Core : Max 2 (of which one is the DL4300 and other is Replication Target) Clients/Agents: 6 Max Protected Systems : 6 Customer to identify systems to be protected in Readiness Checklist (PRC) Planning & Preparation: 1) Contact Customer to Schedule Service 2) Send Customer link to Services Offering Description this document 3) Send Customer Project Readiness Checklist: PRC 4) Review Customer Filled Out PRC address any open items as needed 5) Service Model: Remote/Virtual (WebEx, GoToMeeting or Similar) Appliance Setup: 1) Validate Customer HW installation specifically idrac access and network access 2) Walk customer through or verify initial appliance setup: a. Power on Appliance b. Configure hostname, Network configuration, Join a domain, network teaming c. Configure Windows credentials 3) Connect via WebEx/GTM after customer has configured networking for core configuration a. Configure Alerting (SNMP, SMTP) b. Provision repository (Appliance Tab) c. Configure Retention Policy if necessary 4) Upgrade AppAssure Software to latest GA Release 1 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

2 License Configuration: 1) Validate and Configure AA Software License via License Portal Verify If License key is installed Verify if License key is trial or production Assist with License Conversion from Trial to Production (If Applicable) - [email protected] 2) License Portal Walkthrough - only if Customer has not yet registered the software Installation: 1) Install AppAssure Server Software on separate hardware Replication Target 2) Alternatively configure 2 nd DL4300 as Replication Target 3) Validate if up to six (6) Agents have been installed correctly by Customer as part of the Project Readiness Process - or 4) Assist Customer with the installation and configuration of up to six (6) AppAssure Agents 5) Notes: Server Reboot is required after Agent Installation Customer to install a full license copy of SQL Server on to be protected SQL Server host should customer want to use the SQL Server Attachability Checks feature in AA Customer to install Outlook client on host that is to be used for message level recovery of Exchange Mailboxes (Only needed if one of the to be protected system is MS Exchange) Configuration: 1) Max number of Host to be protected 6 (Customer to Identify the hostnames prior to RIS Start) 2) Configure Agents to allow for Base Image to be created 3) Configure Backup Frequency / Interval 4) Walk thru the AppAssure Core Console 5) Walk thru How to Recover a Single File or Folder 6) Configure Notifications if Desired by Customer 7) Configure Application Specific Protection - If applicable (SQL Server and MS Outlook ) See Notes Section under Item #5 in Installation section above 8) Configure Replication between two (2) DL4300 Appliances only applicable for Customers who Purchase two (2) or more DL4300 appliances on the same order - or 9) Configure Replication between DL4300 Appliance and separate Replication Target 10) Discuss & Configure retention policies 11) Educate Customer on steps needed to archive backups 12) Educate Customer on steps needed to perform a Bare Metal Recovery BMR 13) Educate Customer on steps needed to export to a VM 14) Create a Virtual Standby from a Recovery Point 2 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

3 15) Educate Customer on AppAssure Central Management Console CMC (for Customers with multiple AppAssure environments) 16) Educate Customer on use of the Agent bulk deployment tool 17) Configuration of an MD Expansion Storage Unit Testing: 1) Verify Completion Base Image depending on the amount of data to be protected this may take several hours or days and will be checked on a separate session with the engineer 2) Verify Completion of Snapshots based on incremental backup settings / schedule 3) Adjust snapshot frequency if desired by Customer 4) Test Recovery of a Single File 5) Check SQL Server Attachability checks are running after configuration; adjust as needed 6) Test Replication 7) Test Mail Message Recovery for MS Exchange 8) Show Live Recovery of MS SQL Server DB 9) Educate Customer on use of local mount utility 10) Create Virtual Standby from a Recovery Point 11) Test / verify proper configuration of added MD Expansion Storage Unit so AppAssure can leverage Knowledge Transfer: 1) Core / UI Console Walkthrough 2) Day-to-day Backup and Recovery Management Tasks 3) Discuss Application Specific Backup / Recovery Features and Functionality (MS Exchange and SQL Server Only) 4) Educate Customer on use of local mount utility Post Implementation: 1) Provide Customer PDS - Project Delivery Summary - in PDF Format 2) Introduce Customer to the DSG Tech Support Site 3) Instruct Customer how to Obtain AppAssure Tech Support & Open a Case 4) Point Customer to System Documentation / Guides 5) Point Customer to free Webinars 6) Point Customer to How to Documents Additional Notes Customer Satisfaction Survey will be send out post services to gather feedback Max Number of Remote Sessions with Engineer: 3 Standard Services Hours (SSH): 8 AM - 5 PM, Local Customer Time Services Expiration: 1 year from purchase date of appliance Services Lead Time (Scheduling of 1 st Session with Engineer): Up to 10 business days from Date Customer Returns Project Readiness Checklist. o A Project Manager will contact the Customer to schedule the 1 st Session with the engineer. This Service will be provided during normal Dell business hours Monday 3 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

4 through Friday (8:00am to 5:00pm Customer local time) unless specified otherwise in Appendix A. No service activities shall take place during local, state and/or country holidays. Exclusions Activities not covered in this services offering: 1) Installation & Configuration of DocRetriever for SharePoint 2) Installation & Configuration of AppAssure Tape Integrator 3) Installation & Configuration of Kaseya Plugin 4) Configuration of Replication to Amazon or Microsoft Azure cloud services 5) System Sizing 6) Formal Curriculum Based Training (WBT or ILT) 7) Performance Tuning & Optimization 8) Scripting 9) White Labeling 10) Installation & Configuration of Operating Systems Items 1-5 are selectable options in the DL4300 RIS Premium Services 4 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

5 Prerequisites & Customer Responsibilities Customer Responsibilities: Physical HW Installation - Customer to Unpack and Rack Appliance, Attach Power and Network Cabling Provide Access to the six (6) to be Protected Systems in scope of this Offering o Customer is responsible for protecting other systems o Optionally Customer may purchase add on services to have additional systems be added to overall scope of work Enter Domain Admin ID / PWD as needed Reboot the six (6) to be Protected Systems After AppAssure Agent Install Ensure min System Requirements are met for AppAssure Agents Installation of MS SQL Server (if applicable for SQL Attachability Checks Installation of MS Outlook (if applicable - for Granularity of Individual Restores) Service Specific Customer Responsibilities: Configuration/Software/Data Backup: It is the Customer s responsibility to complete a backup of all existing data, software, and programs on Supported Products prior to Dell performing any Services. Hardware & Software Requirements: It is the Customer s responsibility to ensure that all HW & SW minimum requirements have been met, such as but not limited to memory, CPU, network cards, OS, service packs, BIOS, Anti-Virus, LDAP, DNS configuration and firewall settings. Network Security Settings and Requirements: It is the Customer s responsibility to provide all requirements, parameters, and information necessary for Dell to provide the appropriate assistance regarding configuration and implementation of all security settings on these products. Dell will only implement settings per the Customer s direction and agreement. Availability: The Customer agrees to be available during the scheduled Services Sessions. If the Customer cannot be available for a particular scheduled remote installation session, the call will be rescheduled at an available time of Dell s choosing (In coordination with the Customer). Rescheduling date / time is dependent on Dell s current scheduling availability and commitments Rescheduling: If Customer misses, cancels or reschedules an Engagement on two separate occasions within twenty-four (24) Hours before it is scheduled to begin, it shall forfeit this RIS offering. Dispose of the packing material and other debris Customer must maintain the confidentiality of the order number provided by Dell in connection with these Services. Dell is not responsible for unauthorized use of a Customer s contract or order number Customer must provide and have valid licenses for all hardware and software components. Customer must allow sufficient time to complete the service activity in its entirety. Customer is responsible for all physical hardware installations or changes that are necessary for the remote delivery of this Service Customer must have a valid hardware support contract (such as ProSupport for Your Enterprise ) on all affected systems 5 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

6 General Customer Responsibilities: Authority to Grant Access: Customer obtained permission for both Customer and Dell to access and use the Supported Products, the data located thereon and all hardware and software components included therein, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks Dell to perform these Services. Cooperate with a Dell Engineer: Customer will cooperate with and follow the instructions given by any Dell Support or RIS Engineer. Experience shows that most system problems and errors can be corrected over the phone as a result of close cooperation between the user and the analyst or technician. Maintain Software Releases: Customer will maintain software and Supported Products at Dellspecified minimum release levels or configurations as specified on and Customer must also ensure installation of remedial replacement parts, patches, software updates or subsequent releases as directed by Dell in order to keep the Supported Products eligible for this Service. Data Backup; Removing Confidential Data: Customer will complete a backup of all existing data, software and programs on all affected systems prior to and during the delivery of this Service. Customer should make regular backup copies of the data stored on all affected systems as a precaution against possible failures, alterations, or loss of data. In addition, Customer is responsible for removing any confidential, proprietary, or personal information and any removable media such as SIM cards, CDs, or PC Cards regardless of whether an onsite technician is also providing assistance. 6 ARI-APP-PP DL43RISPlus Dell Inc., November 2015

7 Appendix A Exceptions to Dell business hours Country St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest of English speaking Caribbean Barbados, Bahamas, Belize, Costa Rica, El Salvador, Gran Cayman, Guatemala, Honduras, Jamaica, Panama, Puerto Rico, Rep. Dominicana, Suriname, Turks and Caicos Australia, Bermuda, China, Haiti, Hong Kong, Japan, Korea, Malaysia, Netherland Antilles, New Zealand, Singapore, Taiwan, Thailand Argentina, India, Paraguay, Uruguay Bolivia, Chile Dell business hours 7:00 AM to 4:00 PM 8:00 AM to 5:00 PM 9:00 AM to 5:00 PM 9:00 AM to 6:00 PM 9:00 AM to 7:00 PM Appendix B Services SKUs DSG SKU Region DSG SKU Description ARI-APP-PP US/CAN APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) PREPAID CONSULTING Dell SKU Region Dell SKU Description US/CAN APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) LAM APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) BRAZIL APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) EMEA APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) APJ APPASSURE DL4300 APPLIANCE REMOTE INSTALLATION SERVICE (RIS) 7 ARI-APP-PP DL43RISPlus Dell Inc., November 2015