Asigra Professional Services Accelerate Your Data Protection Business

Asigra Professional Services Accelerate Your Data Protection Business

With Asigra you get a business partner who is committed to helping you realize the value of your software investment faster, from implementation to long-term enablement.

Contents Why Asigra Professional Services?... 4 Consultation Services... 5 RFP Response Services...5 RFP Response Creation Service...5 RFP Response Review Service...5 Consultation Time...5 Design Service...6 Implementation Services... 7 Installation and Configuration Service...7 Installation and Configuration Service (ICS) Bundles...7 Upgrade Service...8 Data Migration Service...8 Infrastructure Migration Service...9 Architecture Reconfiguration Service...9 Operations Support Services...10 Health-Check Services...10 Health-Check Lite Off-Site...11 Health-Check Off-Site...11 Health-Check On-Site...11 Custom Report Creation...11 Data Recovery Service...11 Third-party Software Integration...12 Managed Services...12 Managed POC Service...12 Managed L1/L2 Support Service...13 Staff Augmentation Service...14

Asigra, Inc. Why Asigra Professional Services? New and existing Partners today have an increasing variety of technologies available that can be used to deployed or improve their Data Protection Services. This can be quite challenging and time consuming considering there is the need to integrate these technologies to create the most optimal Cloud Backup service infrastructure that puts them ahead of the competition. But how do they ensure that their Cloud Backup service has been well built, implemented, operated and how do they use the least amount of time and effort to get there? In addition, having fulfilled the goal of deploying a premier Cloud Backup service, how do they ensure that they are putting their best bid forward to demonstrate to a new prospect that their Cloud Backup service is right for them? Our experienced and dedicated team of Professional Services Engineers and Architects will help you to plan, deploy, integrate and optimize your Asigra Cloud Backup service. If you are new to Asigra or you lack the resources to confidently deliver RFP/RFI response, technical overviews, proof of concepts, customer onboarding and support services, we will give you the peace of mind that you can deliver the most appropriate proposal and the best customer experience. Asigra Professional Services provides you with the protection you need to achieve faster returns on your investment while keeping you ahead of the competition. CONSULTATION SERVICES MANAGED SERVICES HOW ASIGRA PROFESSIONAL SERVICES CAN HELP? IMPLEMENTATION SERVICES 4 OPERATIONAL SUPPORT SERVICES

Professional Services Consultation Services Consultation Services provides support with our Subject Matter Experts (SMEs) and covers all areas (including but not limited to: networking, computing, storage, OS) everything related to the Asigra Cloud Backup solution environment. Request for Proposal (RFP) Response Services This service provides you with the opportunity to choose the level of involvement that you want from Asigra. The level of involvement is as follows: RFP Response Creation Service Asigra s technical experts perform a detail review of the related RFP. A Technical RFP Response is then prepared and provided to the Partner, which they will disseminate to the client. Our Professional Services team will provide you with an estimate for each request. Resources conducting review: Technical Architect, Solution Engineer and a Systems Engineer Estimated minimum time: Five Business Days (Non-contiguous); Asigra Professional Services personnel will receive access to the RFP and current Proposal (if applicable) from the Partner Time estimated to complete this service may vary. Please contact Asigra Professional Services for a final estimate) RFP Response Review Service The Client may choose to complete the response on their own RFP and will require Asigra to review its appropriateness. For the review service there are two options available. These are: A. Option 1: Review Lite For this review service Asigra does a high level review of the RFP s key requirements. This is then followed by a review of the Clients RFP Response. The review focuses on the technical accuracy of the Clients RFP Response. Asigra will provide the Client with comments regarding the technical accuracy of the response. The Client will then make final modifications. Resource conducting review: Technical Architect Duration: 1 Business Day B. Option 2: Detailed Review For this option, Asigra does thorough review of the RFP and also reviews the Client s RFP Response provided while performing a mapping to the detailed requirements identified in the RFP. The technical accuracy of the Clients RFP response along with its solution fit is assessed with suggestions from Asigra. This service does not include performing a redesign the Client proposed solution. Resources conducting review: Technical Architect, Solution Engineer, Systems Engineer Level of effort: 3 Business Days (non-contiguous) 5

Professional Services Asigra Professional Services personnel will receive access to the RFP and current Proposal (if applicable) from the Partner Consultation Time For this service you may purchase a block of time with an Asigra subject matter expert (SME). This time is typically used for question and answer sessions and may also include review of any documentation related to your project, example designs, backup/retention policies, etc. This service is offered in minimum blocks of four hours. Asigra Professional Services personnel will be engaged for a minimum of four hours initially and subsequently engaged in four hour increments, on the same project. Any unused time will be considered as Professional Services credit and can be used towards any future Professional Services engagement. Design Service Asigra Cloud Backup solution is hardware agnostic and modular. This makes it convenient for Partners to deploy it in several different cloud configurations while being overlaid on many different technologies. Our experience engineers will help you get on the right track by ensuring that your deployment is optimized to fit your existing technologies or guide you in the selection of the most appropriate technology you need to get started. Our Design service offering allows the Partner to leverage critical skills to assist when creating a suitable Asigra Cloud Backup solution. To achieve this, our Professional Services team will collaborate with the Partner s team to understand their requirements, constraints, as well as current and long term business objectives. This information will then be used along with Asigra and Industry best practices to put together a solution that is aligned with the Partner s business requirements and constraints. There are several different design options that are possible. These include the following: 1. Designs based on local or traditional infrastructure and may be related to: a. Client s Asigra Vault b. Customer End-User private or hybrid Asigra Vault c. Strategizing the most appropriate DS-Client deployment for a specific customer end-user 2. Collaborative Design for non-traditional infrastructures such as: a. Amazon Web Services (AWS) b. Azure c. Other non-traditional infrastructures 6

Asigra, Inc. Asigra Design service can be scoped to include computer hardware specification, network hardware specification, storage specification as well as third-party software specification. If hardware already exists our team can design an Asigra Cloud Backup Solution that best fits the resources that are available while ensuring the design is aligned best practices. Resources involved in Design: Technical Architect, Solution Engineer, Systems Engineer Implementation Services Implementation Services covers a category of services related to the installation and configuration activities. These services are often provided based on the specific environment and its related project requirements. Installation and Configuration Service Get the peace of mind that comes from having your Asigra product professionally installed allowing you to focus your time on the rest of your business. Our Asigra certified engineers provide world-class installation and configuration support and will work directly with your team to assist in each element of included in the installation and configuration service level you select. To ensure that you are up and running quickly, the Asigra Installation and Configuration service can be delivered remotely. This eliminates any lag-time due to travel, enabling you to achieve a faster return on investment. This service can also be delivered on-site upon request. Installation and Configuration Service (ICS) Bundles Our Installation and Configuration Services (ICS) are tiered to allow you to select only the level of support that best meets your needs. Choose any option starting from our basic Vault setup to a full deployment of all the Asigra Cloud Backup components. The service can also be customized so that it fits exactly what your business needs. Table 2.1 below provides a description of the bundles that are currently available. Table 2.1: Installation and Configuration Services (ICS) List 7

Professional Services Infrastructures and third-party software, including Operating Systems are already installed and configured Database server(s) are up, running and available Storage vault to be used is preconfigured and accessible for the Asigra software components to be installed Upgrade Service For this service the Asigra engineer performs upgrade of the Asigra Cloud Backup components on behalf of the Asigra Client. With this service the Partner does not need an Extended Support contract if Asigra Professional Services is performing the upgrade activity. Data Migration Service There are scenarios when data needs to be relocated between Asigra environments or from other environments to Asigra or vice versa. The Data Migration service is provided to assist Partners in figuring out the appropriate strategy to achieve this objective seamlessly and with minimal service interruption. For this service Asigra will designate an engineer to act as the technical lead in the data migration project. The engineer will then work closely with the Partners staff and/or customer end-user to understand and mitigate any data migration constraints. The Partner will at all times maintain the business lead and coordinate all activities involving customer end-users Asigra engineer(s) will maintain a Consultant role and does not touch equipment 8

Asigra, Inc. Infrastructure Migration Service Technology is continuously changing and brings with it newer and better technologies such as storage, compute, networking, IAAS, Operating systems, etc. These new technologies offer Asigra Partners the opportunity to improve the services they offer to their customer end-users as well as in some cases, to reduce the total cost of ownership. To realize these benefits they need to move part or the whole of their Asigra Cloud Backup deployment from its existing infrastructure to new infrastructure. The Infrastructure Migration service offered by Asigra professional services is available to help Clients deal with the challenges that may exist in achieving this objective. Infrastructures and third-party software, including Operating Systems are already installed and configured Database server(s)are up,running and available Storage vault to be used is preconfigured and accessible for the Asigra software components to be installed. Temporary replication license for the purpose of migration should be requested from Client Services prior to the engagement Infrastructure is stable, scalable and has sufficient resources (Bandwidth, CPU, RAM, IOPS, Storage) to meet or exceed the backup strategy Architecture Reconfiguration Service As the Asigra environment grows or technologies become outdated eventually there becomes the need to revisit the architecture configuration or to optimize it to meet the needs of the current time and beyond. This service is offered to help Partners achieve seamless transition through these epochs. As part of this service an Asigra Professional Services engineer acts as the technical lead to review existing and targeted infrastructure. The engineer will also work with the Partners technical and non-technical staff to also understand the Partner s business objectives. The engineer will then make recommendations on the most suitable architecture configuration that will meet the specific business requirements identified as well as align the environment with Asigra s and industry best practices. This service may also include implementation services for the installation and reconfiguration of all affect Asigra software. Some examples of architecture reconfiguration includes: Converting a Standalone DS-System to N+1 Converting Standalone Windows DS-Client to a Grid DS-Client Splitting of a Single DS-System into multiple DS-Systems Conversion of a Public Cloud deployment to Hybrid or Private Cloud deployments Integration of BLM Integration of Replication for both DS-System and BLM All Infrastructures and third-party software, including Operating Systems are already installed and configured Storage for DS-System N+1 must be a NAS configuration On-site support is also available upon requestdesignated Support Service Asigra will not disclose any data element, schema or information it deems as proprietary or intellectual property. 9

Professional Services Operations Support Services Operations Support services consists of a group of services geared towards the optimization of the entire Asigra environment along with its day to day operations and management. A description of the services provided in this category is provided below. Health-Check Services The Asigra Health-Check Service is designed to help Partners determine the following about their Asigra environment: What s working What s about to break What is already broken How the environments aligns with Asigra s solutions and industry best practices Recommendations on how to resolve any gaps identified. Primary point of contact will provide initial response for calls during supported hours, but will be augmented by the technical support team out of normal business hours The PPOC utilization is divided into 1/3 time slices, and may be consumed by a maximum of 3 Partners. To do this Asigra will assign an Asigra Professional Services engineer to work closely with the Partner s technical team to understand any existing concerns and establish their priorities for the heath check service. The PS engineer will then perform either a remote or an onsite assessment of the Asigra environment. The scope of the Asigra Health-Check service by default does not include fixing any existing issues identified during the assessment. The service may include the review of Asigra Cloud Backup components in the Partner s environment as well as those in their customer end-user environment. The components and environments that are reviewed are all determined by the Partner. The default objective of the Health-Check service is to examine each Asigra components identified. This involves the inspection of related Asigra generated logs and may include other infrastructure, OS and storage logs. It may also include the review of any available infrastructure (i.e. network, storage and virtualization) configuration and topology documentation as well as any existing and related third-party monitoring software performance charts. The information gathered is assessed and a report prepared consisting of all findings as well as recommendations aimed at improving the overall health of the related Asigra environment. This report is them delivered to the Partner. Further assistance to implement any recommendations can be provided via the purchase of other services offered by Asigra Professional Services. The Health-Check options available and their description are provided below: A. Health-Check Lite Off-Site One (1) day off-site (Total of 8 Hours) System Review: 1 to 3 Hours (Contiguous); Done via remote access to systems. Report preparation: 5 hours (non-contiguous) 10

Asigra, Inc. B. Health-Check Off-Site Two (2) days off-site (Total of 16 Hours) System Review: 6 to 8 Hours (Contiguous); Done via remote access to systems Report preparation 8 hours (non-contiguous) C. Health-Check On-Site Four (4) days (Total of 32 Hours); Three days on-site System Review : 24 Hours (Non-Contiguous) Report preparation: 8 hours (non-contiguous) The depth of the assessment depends on the service purchased The scope and priority of systems included is determined by the Partner Asigra Professional Services personnel will have guided access to the existing infrastructure and the Asigra environment The cost provided may vary depending on the complexity of the Asigra environment Onsite engagements may be expanded based on the complexity of the environment Customer may optionally choose to forego the Health-Check Report and use the allotted time towards effecting remedial work. Custom Report Creation The Asigra Cloud Backup solution provides many different reports, however Asigra recognizes that there are times when scenario based reports are required on an ad-hoc basis. This service is provided as an option to meet these specific report requirements. The cost of this service depends on the complexity involved in obtaining the required report and the amount of development work that is required along with its alignment with Asigra s corporate objectives. This service is provided on a case-by-case basis and is dependent on the complexity of the integration required and its alignment with Asigra s corporate objectives Data Recovery as a Service (DRaaS) Partners and their customer end-users generally apply industry best practices to protect data in their environments. This includes the use of high availability hardware, multiple data sites, etc. However, regardless of all these precautions, unforeseen events can occur, triggering disaster recovery scenarios. At Asigra we believe that recovery is everything and offer Data Recovery Services to assist in such scenarios if required. This includes DR scenarios that may require the use of non-standard data recovery strategies in order to recover backup data. An example of this is the recovery of backup data from DS-System trash. Data is available and accessible The cost of this service depends on the complexity of the recovery required and the amount of data to be recovered 11

Professional Services Third-party Software Integration Asigra recognizes that there may be times when a Partner or its customer end-user may wish to integrate the Asigra Cloud Backup solution with other third-party solutions to automate provisioning or to integrate with preexisting management solutions. In response we offer our Third-party Software integration service. As part of this offering Asigra will provide services such as: Development of new APIs to meet the specific requirements. Consultation with a related subject matter experts (SMEs) on the utilization of pre-existing Asigra APIs This service is provided on a case by case basis and is dependent on the complexity of the integration required and its alignment with Asigra s corporate objectives. For more information about this service contact Asigra Professional Services. Managed Services Managed Services provides a set of services for Asigra Partners who have gaps in the availability of skillset and/ or resources. These gaps may be due to scenarios such as business decision, staff rotation, high workloads, etc. and may occur for short, medium and long term periods. Asigra Managed Service is built to be flexible and can be customized to meet the Partner s specific need. Managed Proof of Concept (POC) Service This customizable service is designed to cover technical activities that are typically involved in pre-sales and that the Partner may elect for Asigra to perform on its behalf. For each instance of this service, Asigra will provide a technical resource who will act as the Partner s technical lead for an engagement with its prospective customer end-user. During such engagements the Partner will maintain the business lead and coordinate all activities. 12

Asigra, Inc. This service may in include one or more of the following pre-sales activities: Performing Technical Overviews Performing Technical Webinars Acting as the technical lead for the implementation of a Proof of Concept (POC) in the prospect s or your environment Participating in question and answer sessions with the prospect Contact Asigra Professional Services for pricing Asigra Professional Services personnel will be given a completed Test Plan by the Partner Onsite engagement may be expanded based on the complexity of the environment Managed POCs typically consume 15 hours of professional services time and includes 1TB of storage capacity. A similar service, i.e. Managed Demonstration, can be leveraged for a smaller number of hours (minimum 2 hours). Managed L1/L2 Support Service Asigra Partners are required to complete their own Asigra five step diagnostics prior to opening level 3 support cases with Asigra Technical Support. This is part of the Partner s Level 1 and Level 2 (L1/L2) support service commitments to their customer end-users. Asigra recognizes that there are situations where some Partners have considered outsourcing their L1/L2 support service as part of their business strategy, or have occasionally had challenges in delivering this service to their customer end-users. In response to this Asigra offers Managed L1/L2 Support service. With Managed L1/L2 Support service, Asigra provides L1/L2 Technical Support to the Partner s customer enduser on their behalf. The high level mechanics of the services is as follows: Asigra take calls dispatched from the Partner and works directly with the Partner s customer end-user Asigra will complete the five step diagnostic on behalf of the Partner. This service is customizable and both Level 1 support and Level 2 support services can be provided in part. For example the Partner s support team may choose to take the call first and attempt to isolate based on their customer relation management (CRM) policies. Their support team then escalates selected issues to the Asigra L1/L2 Technical Support team. The service may also be leveraged for the Partner s Asigra Vault environment, the customer end-user environments or both. The Partner will take the first call from the customer/end-user For CLM customers, if a Level 3 ticket is required, this will be taken from the pool of Level 3 tickets allotted under your active Asigra Technical Support contract. This service does not replace any existing Annual Support Services already provided by Asigra 13

Professional Services Staff Augmentation Service For the Staff Augmentation service Asigra will partially assign a Designated Support Engineer (DSE) to augment the Partner s staff. The assigned DSE will act as the Partners Asigra Certified Engineer (ACE). The DSE will also act as the primary point of contact that will provide initial response as well as subsequent response to any Asigra Technical support tickets that the Partner creates. The DSE will work closely with the Partner s own engineers to assist in managing their Asigra environment. As part of this service the DSE may conduct the following activities on behalf of the Partner: Provide technical leadership in the investigation of L1/L2 support issues Provide technical leadership in onboarding of customer end-users. This includes the sizing, installation and configuration of DS-Clients Act as the technical lead when the Partner engages with existing or prospective customer end-users to understand their requirements Perform Asigra software upgrades and reconfigurations Provide knowledge transfer to the Partner s technical staff This service is provided in three, six or annual (12 month) contracts and may be renewed to any other time type at the end of a contract period. The DSE will provide initial response for calls during supported hours, but will be augmented by the technical support team outside of normal business hours This service does not replace any existing Annual Support Services already provided by Asigra The DSE utilization is divided into 1/3 time slices, and may be consumed by a maximum of 3 Clients 14

For more information about Asigra Professional Services, Call: 1-877-736-9901 or 1-416-736-8111 Email: professional.services@asigra.com About Asigra Trusted since 1986, Asigra provides organizations around the world the ability to recover their data now from anywhere through a global network of partners who deliver cloud backup and recovery services as public, private and/or hybrid deployments. As the industry s first enterprise-class agentless cloud-based recovery software to provide data backup and recovery of servers, virtual machines, endpoint devices, databases and applications, SaaS and IaaS based applications, Asigra lowers the total cost of ownership, reduces recovery time objectives, eliminates silos of backup data by providing a single consolidated repository, and provides 100% recovery assurance. Asigra s revolutionary patent-pending Recovery License Model provides organizations with a cost-effective data recovery business model unlike any other offered in the storage market. In 2015, Asigra Cloud Backup was named the Top Enterprise Backup Solution and achieved silver in Storage Magazine s Products of the Year. More information on Asigra can be found at www.asigra.com WOMEN Channel 2017 Asigra Inc. Asigra, the Asigra logo, Asigra Cloud Backup, Recovery is Everything, and Recovery Tracker are all trademarks of Asigra Inc. Recovery License Model is a registered trademark of Asigra Inc. All other brand and product names are trademarks of their respective owners. [02/17]