Service Description Remote Yearly Maintenance of Dell PowerEdge Servers and PowerVault Storage Service SKUs See Appendix A Service Overview This service provides for a yearly health check (the Service or Services ) on a Dell PowerEdge Server, PowerVault single tape external Tape Backup Unit ( TBU ), PowerVault NXxxx series Network Attached Storage ( NAS ), or PowerVault Direct Attached Storage ( DAS ) as set forth more specifically in this Service Description. The Service will be conducted in a series of phases: discovery, analysis, and delivery. This Service includes an analysis of the current revision levels of BIOS, firmware and drivers for a server, external single TBU, NAS or DAS and its associated components, such as RAID controllers, hard disk drives, internal single tape backup units, and Dell Remote Access Cards ( DRAC ). This Service provides for the upgrade and/or update of the BIOS, firmware, and drivers, the identification of any issues affecting the proper operation of the server, external single TBU, NX series NAS, or DAS, and, if necessary, initiating a call to Dell Server Support for the Customer, to address any identified issues. Issues outside the scope of this Service must be addressed by the Customer through the normal Dell support processes. This Service requires a valid Enterprise Support agreement for each applicable server, external single TBU, NX series NAS, and DAS, and is initiated by the Customer by contacting the Dell Enterprise Expert Center at 1-800-945-3355 as applicable. This Service supports Red Hat Enterprise Linux ES/AS 3 and 4, SUSE Linux Enterprise Server 10 and Microsoft Windows Server 2000 and 2003 operating systems. Not Included With This Service Any activities related to hardware or software other than those specifically noted in this Service Description; these include, but are not limited to: 1. PowerEdge Blade Servers 2. PowerVault 7xxN NAS 3. PowerVault Tape Libraries 4. Any Non-Dell hardware. 5. Applications, such as Visual SRM, Exchange, SQL, Oracle and back office applications. 6. Host Network Operating Systems ( NOS s) and updates, patches, or Service Packs. Clustering of hosts or applications. Performance tuning. De-installation or re-installation of product(s) or application(s). Any design changes or consultation Services (such as how to best utilize any enhancements contained in the new software versions). Reconfiguration of any of the Customer s hardware or software. VMware ESX Novell NetWare Any activities other than those specifically noted in this Service Description. 01-19-08 Page 1 of 5
Customer s Responsibilities Complete a backup of all existing data and programs on all affected systems prior to the delivery 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. Ensure that all Dell hardware is covered by an active Enterprise Support agreement at the time this Service is performed. Make appropriate system maintenance window(s) available for Dell (or authorized agents) as needed and consider the following: 1. Simple Network Management Protocol ( SNMP ) has been configured on all affected systems as applicable with read/write access. 2. Once the discovery phase is performed, the Service delivery phase may only be rescheduled once. 3. During the Service delivery phase, the system updates will likely cause a temporary loss of connectivity to the hosts and may need to be rebooted to complete the update process. Ensure that any third party hardware or software components are compatible with any upgrade performed to the Dell environment, as defined in this Service Description, and if necessary, purchase additional Services and/or hardware/software from those third parties or Dell in order to assure interoperability. Make available to Dell at least one technical contact with system administration responsibilities and appropriate system/information access privileges to the hosts. Make certain that the Dell environment, as defined in this Service Description, is functioning with no open support incidents prior to Dell delivering this Service. Refrain from making any changes to the Dell environment, as defined in this Service Description, between the discovery and Service delivery phase of the maintenance Service. Key Service Steps Discovery 1. The following information will be collected for review: a. Server firmware revision levels. b. Driver revision levels. c. Storage Enclosure Management Modules revision levels d. Hard drive revision levels. e. TBU revision levels. Analysis 1. Review the collected information to determine the following: a. Current BIOS, firmware and driver revisions running on the server(s) and storage devices. b. Review server hardware logs to determine health. i. If server hardware is not fully operational, take necessary corrective actions to resolve. 2. Notify the Customer regarding the steps required for Service delivery including but not limited to, preparation, time required to perform the Services, potential issues and the possibility that additional Services and fees may apply to correct such issues. Service Delivery 1. Upgrade or update of the server or storage BIOS, firmware, and/or drivers 2. If issues are discovered that are affecting the functionality and reliability of the storage or server hardware, Dell will work collaboratively with the Customer to resolve the issue. Closeout: 1. Verify the following: a. All server and storage hardware updated to latest Dell known good state. b. Systems updated perform as before Service provided. 2. Provide documentation to reflect the Services performed. 3. Obtain Customer acknowledgment of the Services performed. 01-19-08 Page 2 of 5
Important Additional Information Service is available in the United States only. Customer may contact its Dell Sales Representative for information on the availability of Service outside the United States. This Dell PowerEdge/PowerVault Maintenance Service shall expire at the end of the agreement term reflected on Customer s invoice or use of the entitled Service, whichever comes first. Dell is pleased to provide these Services in accordance with this Service Description and the terms and conditions of Customer's applicable signed service agreement with Dell or Dell's third-party service provider, or, in the absence of such an agreement, the terms and conditions of Dell's Customer Master Services Agreement available for US and Latin America Customers at http://www.dell.com/service_contracts/, or for Canada Customers at http://www.dell.ca/servicecontracts/. PowerVault and PowerEdge are trademarks of Dell, Inc. VMware is a registered trademark of VMware, Inc. Microsoft and Windows Server are registered trademarks of Microsoft Corporation. Red Hat is a registered trademark of Red Hat, Inc. Linux is a registered trademark of Linus Torvalds. Novell, NetWare and SUSE are registered trademarks of Novell, Inc. Oracle is a registered trademark of Oracle Corporation. 01-19-08 Page 3 of 5
Appendix A Service SKUs PowerEdge Legend SKU # PowerEdge Maintenance Provider 1 CHECK PER YR, POS ENTM1R1 986-3949 ENTERPRISE MAINT,REM,PE,1PER YR,1YR Dell ENTM1R2 986-3959 ENTERPRISE MAINT,REM,PE,1PER YR,2YR Dell ENTM1R3 986-3969 ENTERPRISE MAINT,REM,PE,1PER YR,3YR Dell ENTM1R4 986-3979 ENTERPRISE MAINT,REM,PE,1PER YR,4YR Dell ENTM1R5 986-3989 ENTERPRISE MAINT,REM,PE,1PER YR,5YR Dell 1 CHECK PER YR, APOS 986-3999 ENTERPRISE MAINT,REM,PE,1PER YR,1YR,APOS Dell 986-4009 ENTERPRISE MAINT,REM,PE,1PER YR,2YR,APOS Dell 986-4019 ENTERPRISE MAINT,REM,PE,1PER YR,3YR,APOS Dell 986-4029 ENTERPRISE MAINT,REM,PE,1PER YR,4YR,APOS Dell 986-4039 ENTERPRISE MAINT,REM,PE,1PER YR,5YR,APOS Dell 2 CHECKS PER YR, POS ENTM2R1 986-4049 ENTERPRISE MAINT,REM,PE,2PER YR,1YR Dell ENTM2R2 986-4059 ENTERPRISE MAINT,REM,PE,2PER YR,2YR Dell ENTM2R3 986-4069 ENTERPRISE MAINT,REM,PE,2PER YR,3YR Dell ENTM2R4 986-4079 ENTERPRISE MAINT,REM,PE,2PER YR,4YR Dell ENTM2R5 986-4089 ENTERPRISE MAINT,REM,PE,2PER YR,5YR Dell 2 CHECKS PER YR, APOS 986-4099 ENTERPRISE MAINT,REM,PE,2PER YR,1YR,APOS Dell 986-4109 ENTERPRISE MAINT,REM,PE,2PER YR,2YR,APOS Dell 986-4119 ENTERPRISE MAINT,REM,PE,2PER YR,3YR,APOS Dell 986-4129 ENTERPRISE MAINT,REM,PE,2PER YR,4YR,APOS Dell 986-4139 ENTERPRISE MAINT,REM,PE,2PER YR,5YR,APOS Dell PowerVault Legend SKU # PowerVault Maintenance Provider 1 CHECK PER YR, POS ENTM1R1 986-3549 ENTERPRISE MAINT,REM,PV,1PER YR,1YR Dell ENTM1R2 986-3559 ENTERPRISE MAINT,REM,PV,1PER YR,2YR Dell ENTM1R3 986-3569 ENTERPRISE MAINT,REM,PV,1PER YR,3YR Dell ENTM1R4 986-3579 ENTERPRISE MAINT,REM,PV,1PER YR,4YR Dell ENTM1R5 986-3589 ENTERPRISE MAINT,REM,PV,1PER YR,5YR Dell 1 CHECK PER YR, APOS 01-19-08 Page 4 of 5
986-3599 ENTERPRISE MAINT,REM,PV,1PER YR,1YR,APOS Dell 986-3609 ENTERPRISE MAINT,REM,PV,1PER YR,2YR,APOS Dell 986-3619 ENTERPRISE MAINT,REM,PV,1PER YR,3YR,APOS Dell 986-3629 ENTERPRISE MAINT,REM,PV,1PER YR,4YR,APOS Dell 986-3639 ENTERPRISE MAINT,REM,PV,1PER YR,5YR,APOS Dell 2 CHECKS PER YR, POS ENTM2R1 986-3649 ENTERPRISE MAINT,REM,PV,2PER YR,1YR Dell ENTM2R2 986-3659 ENTERPRISE MAINT,REM,PV,2PER YR,2YR Dell ENTM2R3 986-3669 ENTERPRISE MAINT,REM,PV,2PER YR,3YR Dell ENTM2R4 986-3679 ENTERPRISE MAINT,REM,PV,2PER YR,4YR Dell ENTM2R5 986-3689 ENTERPRISE MAINT,REM,PV,2PER YR,5YR Dell 2 CHECKS PER YR, APOS 986-3699 ENTERPRISE MAINT,REM,PV,2PER YR,1YR,APOS Dell 986-3709 ENTERPRISE MAINT,REM,PV,2PER YR,2YR,APOS Dell 986-3719 ENTERPRISE MAINT,REM,PV,2PER YR,3YR,APOS Dell 986-3729 ENTERPRISE MAINT,REM,PV,2PER YR,4YR,APOS Dell 986-3739 ENTERPRISE MAINT,REM,PV,2PER YR,5YR,APOS Dell 01-19-08 Page 5 of 5