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Storage
Management
Services
Solution Pack
[Drafting Note: If not contracting under FastTrack Base and Modular Terms, you may
remove the cover page and any of the Selections and Prerequisites below that do not apply.]
Service Commencement
Date: [Drafting Note:
Delete this field if not ________/________/________
applicable.]
Services:
Storage Management Services (the Services)
(a)
Table of Contents
1. Statement of Work.................................................................................................5
1.1 Overview 5
1.2 Transition and Transformation 5
1.3 Facility Management 6
1.4 SMS Enterprise Storage Enhanced 3PAR Block 8
1.5 SMS Enterprise Storage XP Block 8
1.6 SMS Midrange Storage Base 3PAR Block 9
1.7 SMS Midrange Storage Enhanced File 9
1.8 Installation 11
1.9 Managed Service Delivery 12
1.10 ES -Generated Technology Refresh 14
1.11 SMS Storage Connectivity 14
1.12 Multi-Vendor Storage Services 15
1.13 General Responsibilities 19
1.14 Disengagement 23
2. Service Levels......................................................................................................25
2.1 Overview 25
2.2 Overview 25
2.3 Service Tiers 25
2.4 Service Level Objectives 26
2.5 Calculation 33
2.6 Service Conditions 33
2.7 Service Level Measurement 34
3. Pricing.................................................................................................................. 36
3.1 General 36
3.2 Expenses 36
3.3 Currency 36
3.4 One Time, Non-Recurring Charges 36
3.5 Recurring Charges 37
3.6 Charging Adjustments 38
3.7 Termination Charges 39
4. Definitions............................................................................................................40
1 Statement of Work
1.1 Overview
1.1.1 ES will provide the Storage Management Services (SMS or the Services)
identified in this Solution Pack as ES Responsibilities.
1.1.3 References to ESs policies, procedures, technical and other standards or the
Operations Manual refer to the latest versions in effect which may change
from time to time.
1.2.1 ES Responsibilities:
a. Create a project plan to manage the installation, configuration, integration
and testing of the Services from implementation up to the point of
ongoing service delivery.
1.3.1.1 ES Responsibilities:
a. Maintain the following physical security and access-control features at the
ES facility:
v. Security guards on duty 24x7;
vi. Physical barriers and card access at all entrances;
vii. Card key authorization required for buildings and sensitive areas;
viii. Access restricted to individuals with a need for access and the
appropriate authorization; and
ix. Monitoring of the facility with security cameras.
b. Supervise on-site third-party maintenance activities;
c. Prepare and provide the following facility environmental systems for the
Services:
x. Furnishing raised floor space;
xi. Electrical power and heating, ventilation, and air conditioning
(HVAC).
d. Maintain ES-provided hardware and software based on the
manufacturers schedule;
e. Provide connection of [Note: Insert bandwidth of connection here] to ES
local area network, firewalls, and associated network facilities;
f. Provide firewall perimeter protection at the ES site according to the ES
standards;
g. Identify and perform network management activities for the ES-owned
network infrastructure utilized to support the Services;
h. Install fiber cabling and validate storage connectivity as necessary.
[See the attachments to this Solution Pack for additional ES obligations, if
any, for this function.]
1.3.2.1 ES Responsibilities:
a. Provide point-of-contact for Customer facility access planning and
requests;
b. Provide for the standard equipment and software requirements, drivers,
patch codes, and the release versions necessary for ES to perform the
Services;
c. Connect to Customer facility using a router-based technology;
d. Provide remote monitoring of the Services from an ES facility with the
exception of hardware configuration management, physical security
services, tape mounts, off-site tape storage, other required tape handling,
and any other physical onsite activities;
[See the attachments to this Solution Pack for additional ES obligations, if
any, for this function.]
Network (SAN) storage solution for Customer. This Capability can reside
either within an ES Data Center or a Customer data center.
1.7.1 SMS Midrange Storage Enhanced File provides Customer with a utility or
dedicated model that optimizes storage resources and equipment. ES will
deploy and manage a defined Network Attached Storage (NAS) solution for
Customer. This Capability can reside either within an ES Data Center or a
Customer data center.
This base storage offering is a single storage tier consisting of both SAS and
SATA drives, and requires that the server/host and the storage device have
redundant network connectivity.
This is the base storage offering with local copies made daily and retained for
7 days. Weekly copies will also be made and retained for 2 weeks. These
copies will be available for self-service restoration of files.
The local copy storage will be billed based on actual GB utilized to facilitate
the local copies.
1.7.3.3 Midrange Storage Enhanced File With local and remote copy
This is the base storage offering with local copies and remote copies. As with
the Local Copy option, local copies will be taken daily and retained for 7 days
and weekly copies will be taken and retained for 2 weeks. Remote copies will
be transferred daily from the local site to the remote site. At the remote site,
daily copies will be retained for 7 days and weekly copies will be retained for 4
weeks. The timeframe for the initial remote copy of the primary data will
depend on the network bandwidth sized and provided.
The remote copy storage will be billed based on actual GB utilized to facilitate
the remote copies at the secondary site.
The cost for the network bandwidth to facilitate the remote replication is not
included in this service.
1.7.3.3.1 ES Responsibilities:
a. Respond to requests for remote copy restore.
1.7.3.4 Midrange Storage Enhanced File With local and Disaster Recovery (DR)
copies
This is the base storage offering with local and DR copies. As with the Local
Copy option, local copies will be taken daily and retained for 7 days and
weekly copies will be taken and retained for 2 weeks. A DR copy will be
replicated from the local site to the remote site hourly. The timeframe for the
initial DR copy of the primary data will depend on the network bandwidth sized
and provided.
The DR copy storage will be billed based on actual GB utilized to facilitate the
DR copies at the secondary site.
The cost for the network bandwidth to facilitate the replication is not included
in this service.
1.7.3.4.1 ES Responsibilities:
a. Respond to requests for fail-over to a DR copy
d. Submit written request for failover to a DR copy, identifying the data for
fail-over.
e. Provide the necessary network bandwidth to facilitate the replication in
line with the service
1.7.3.5 Midrange Storage Enhanced File With local copy and Database copies
This is an uplift to Midrange Storage Enhanced File with local copies that
adds capability for Oracle or SAP Database Administrators (DBAs) to back up
and clone databases.
1.7.3.5.1 ES Responsibilities:
a. Perform the necessary setup activities.
b. Perform the creation of clones and any restoration activities.
[Note: The below items are general obligations that apply to any of the
above Services]
1.8 Installation
[This Capability can reside either within an ES Data Center or a
Customer data center.]
1.8.1 This function consists of the installation, configuration, integration, and where
necessary, the testing of the related hardware and software for the Services.
1.8.2 ES Responsibilities:
a. Provide the hardware and software required for ES to provide the
Services; [Note to Template Users: If the contract is for services only and
asset is Customer-owned, move this bullet to customer responsibilities.]
b. Install the software or hardware necessary to accommodate monitoring,
initial configuration or configuration changes, hardware or software
control mechanisms, and storage tuning software to enable Customer
data installation; [Note to Template Users: If the contract is for
services only and asset is Customer-owned, move this bullet to
customer responsibilities.]
c. Commission or decommission storage arrays and fibre switches, as
necessary; [Note to Template Users: If the contract is for services only
and asset is Customer-owned, move this bullet to customer
responsibilities.]
d. Implement security practices, as ES deems appropriate and in its sole
discretion, on the Services infrastructure to safeguard against
unauthorized access, which practices may be in addition to standard
physical and access-control security practices; [Note to Template Users:
If additional security features are required by Customer, a custom
solution may be required.]
e. Manage ESs third-party supplier relationships for hardware and software
components used to provide the Services;
1.9.1 ES Responsibilities:
a. Provide responses to Customers technical issues and administration
requests Monday Friday / 8:00AM 5:00PM local time / except US ES
holidays (services required after operating hours are routed through the
ES Help Desk and addressed according to their assigned severity level
and established escalation procedures.); [Note: ES Help Desk is an
additional offering that must be described and priced separately.]
b. Provide asset management and procurement management processes to
enable scalability to respond to increasing capacity requirements; [Note
to Template Users: This bullet is for utility offer only, delete if
dedicated offer or services only. If the equipment is client-owned,
move this bullet to Customer Responsibilities]
c. Provide a leveraged technical and operational monitoring staff to meet
agreed-on service levels providing continuous support for the storage
infrastructure;
d. Perform Storage Provisioning (add, change, delete);
e. Investigate and inform Customer of actual or potential performance-
related issues, and advise Customer as to changes or make changes as
necessary.
1.10.1 ES Responsibilities:
a. Identify the content of the technology refresh in terms of products,
versions, and the solution set (This includes performing an analysis of the
current hardware and software environment involved in potential refresh
activities and determining the compatibility with suggested upgrades.);
b. Design and integrate the technology into the Services;
c. Perform the recommended updates on all ES-owned equipment (This
includes replacing applicable hardware or software based on the content
designated to be refreshed.);
d. Order, ship, and install equipment required for refresh as deemed
necessary by ES;
e. Plan for required server change activities and the configuration of the new
hardware;
f. Migrate data to and from existing and new environments;
g. Remove and uninstall equipment being replaced; and
h. Provide a technology refresh of storage equipment not sooner than 48
months from the commencement of the Services, and no sooner than 48
months from the most recent technology refresh.
[See the attachments to this Solution Pack for additional Customer
obligations, if any, for this function.]
1.11.1 All network connectivity requirements for the application or host servers and
storage device (consisting of, but not limited to: IP, MAN, LAN, or WAN
connectivity) and network management services are not included in the scope
of Storage Management Services, unless specifically contracted.
1.11.2 ES Responsibilities:
a. Perform the necessary setup activities and operational processes on the
local and remote filer for the remote replication.
b. Set up access to the remote copy for recovery or restore purposes on
request.
1.12.2.1 ES manages an existing EMC VNX File Storage solution for Customer. This
capability can reside either within an ES Data Center or a customer data
center. Customer continues to own the hardware and software while ES is
responsible for environment-management activities described below:
d. This service only supports file access via the Common Internet File
System (CIFS) protocol, Network File System (NFS) protocol, or a
combination of NFS and CIFS. This service does not include http or ftp
file access or storage access from host-to-storage via iSCSI or Fibre
Channel.
1.12.3.1 ES will manage an existing EMC Isilon Archive Storage solution for Customer.
This capability can reside either within an ES Data Center or a customer data
center. Customer continues to own the hardware and software while ES is
responsible for environment-management activities described below:
1.12.4 Installation
1.12.4.1 ES Responsibilities:
a. Manage ESs third-party vendor relationships for hardware and software
components used to provide the Services;
b. Manage ES monitoring and management agents and systems at the
provisioned facility;
c. Implement security practices, such as logical unit masking, preventing
unauthorized storage access from an unauthorized server;
d. Conduct a final review of the installation of the Services and infrastructure
to verify pre-production plans have been met; and
e. Establish with Customer the date for transition to the production mode of
the Services.
[See the attachments to this Solution Pack for additional ES obligations, if
any, for this function.]
1.12.5.1 ES Responsibilities:
Provide responses for Customers technical issues and administration
requests Monday Friday / 8:00AM 5:00PM local time / except US ES
holidays; (Services required after operating hours are routed through the
ES Help Desk and addressed according to their assigned severity level
and established escalation procedures.);
a. Provide a leveraged technical and operational monitoring staff to meet
agreed-on service levels providing continuous support for the storage
infrastructure;
b. Perform Storage Provisioning (add, change, delete);
c. Investigate and inform Customer of actual or potential performance-
related issues, and advise Customer as to changes or make changes as
necessary;
d. Monitor storage capacity and recommend capacity increases, as
necessary;
e. Maintain the storage environment in line with ES standards;
f. Analyze critical system-generated alerts and develop resolution plan
based on ES standards and tools;
g. Change Management based on ES standards and tools;
1.12.6.1 ES Responsibilities:
a. Identify the content of the technology refresh in terms of products,
versions, and the solution set (This includes performing an analysis of the
current hardware and software environment involved in potential refresh
activities and determining the compatibility with suggested upgrades.);
b. Propose design and integration plan for the new technology into the
services and environment being refreshed;
c. Perform the recommended updates on Customer-owned equipment in
scope of this Service (This includes replacing applicable hardware or
software based on the content designated to be refreshed.);
d. Migrate data to and from existing and new environments;
[See the attachments to this Solution Pack for additional Customer
obligations, if any, for this function.]
a. ES Responsibilities:
a. Provide all communications, documentation, and support in English only
unless otherwise agreed upon in writing by Customer and ES pursuant to
the change control process;
b. Designate a senior-level individual during the Term to act as Customers
primary contact for ES and who has the authority to make decisions about
actions to be taken by ES in the provision of the Services;
c. Perform the Services pursuant to ESs policies and procedures;
d. Provide leveraged personnel for the Services, in ESs sole discretion; and
e. Integrate software, storage hardware, and managed services to provide
the appropriate level of capacity, scalability, and performance for the
selected Services.
f. Deliver the service items listed in the Base Services table as part of the
Storage Management Services offering.
g. Provide the service items listed in the Project Services table as an
optional uplift to the Storage Management Services offering. Cost of
service item will be determined based on scope and cost and schedule
agreed to with the Customer.
Modify the below Base Services and Project Services tables based
on the services included in your deal. If for instance only block storage
and connectivity are delivered only you can remove all the tasks related
to NAS Storage. Any adjustments to the activities limitation and type
(i.e. moving Project Service to Base Service) must be validated and
signed off by delivery.
Table 1 Storage Management Services Offering - Base Services
Category Base Services - Change Description Frequency of Item
Storage Array Failed FRU
Replacement (Disk Drive, SFP, Power
Block Storage Unlimited
Suply, Fan, Host Port Blade,
Redundant Controller, etc)
Block Storage Storage Array Firmware Upgrade Unlimited
Block Storage DR testing once per year
b. Customer Responsibilities:
a. Designate a senior-level individual who will be authorized during the Term
to act as Customers primary contact for ES in dealing with Customer and
who will have the power and authority to make decisions about actions to
be taken by ES for Customer for the Services;
b. Maintain responsibility for all use of the Services by Customer;
c. Maintain a list of authorized submitters who are designated or permitted to
submit change requests and communicate to ES any changes in
authorized submitters;
d. Make available subject matter experts, as requested by ES, to assist with
requirements gathering and data sourcing activities;
e. Provide adequate work space for the ES team when on-site at Customers
premise;
f. Provide and maintain facilities as required for ES to support the Services;
g. Provide required network connectivity, system and facilities access to
allow ES to perform the Services;
h. Maintain procurement and financial responsibility for Customer-owned
assets;
i. Comply with ES operating procedures and related documentation as
provided by ES in writing to Customer;
j. Inform ES in advance and in writing of events that may affect storage
capacity or performance of storage systems.
1.3 Disengagement
a. For the Services, ES will update the draft disengagement plan (defined in
the Disengagement Addendum) for review by the Customer within 120
Business Days after the Service Commencement Date of the Services.
1.3.a.2 Customer will populate and amend the draft disengagement plan and provide
to ES for review. ES and Customer will review the amended draft
disengagement plan within the Governance forums. Where amendments to
the draft disengagement plan are agreed, then ES will amend the draft
disengagement plan which will then become the agreed disengagement plan
(i.e. agreed Disengagement Addendum). Such agreed disengagement plan
will be reviewed by the Parties every 12 months thereafter and where
amendments are agreed, ES will amend the agreed disengagement plan and
provide a copy to the Customer for retention.
2 Service Levels
[Drafting Note: Even if there are no Service Levels for the offering, leave this
Section in the document and just state that there are no Service Levels for the
Services.]
1.13 Overview
1.4 Overview
This Section 2 describes Service Levels for the Services, and are subject to
the Service Level Methodology Addendum. The following tables list the
service level objectives for the Services. Availability is defined as the amount
of time the Services are available per month, excluding time for routine
maintenance and other such activities as specifically described below.
circuits.
Enterpris Storage Availability of Percentage 99.999
e XP Availability storage *SAN requires
Block infrastructure, Customer to have
measured monthly, path failover
exclusive of any software and two
Scheduled physical redundant
Downtime or issues path connections
such as LAN, WAN,
IP related hardware
or SAN extension
circuits.
Midrange Storage Availability of Percentage 99.999
Storage Availability storage *SAN requires
Base infrastructure, Customer to have
3PAR measured monthly, path failover
Block exclusive of any software and two
Scheduled physical redundant
Downtime or issues path connections
such as LAN, WAN,
IP related hardware
or SAN extension
circuits.
Midrange Storage Availability of Percentage 99.99
Storage Availability storage *NAS requires host
Enhanced infrastructure, servers and the
File measured monthly, storage device to
exclusive of any have redundant
Scheduled network connectivity.
Downtime or (NAS)
non-local issues
such as LAN, WAN,
IP Related
Hardware
SMS All Resolution of Critical fault: Percentage Estimated time to
Tiers critical faults Serious failures that repair will be
cause data to be provided to
inaccessible. Customer within 3
hours of fault
identification.
Frequency Monthly
Frequency Monthly
Scheduled The Parties will mutually agree upon any required scheduled
maintenance downtime.
windows as required
by ES to manage
storage
infrastructure for
storage platform
growth.
Availability Availability of 99.999% * 99.999% *
storage *SAN requires *SAN requires Customer to have
infrastructure, Customer to have path path failover software and 2
measured monthly, failover software and 2 physical redundant path
exclusive of any physical redundant path connections.
Scheduled connections
Downtime or issues
such as LAN, WAN,
IP related hardware
or SAN extension
circuits.
Resolution Critical fault: Serious Estimated time to repair will be provided to Customer within 3
of critical failures that cause hours of fault identification.
faults data to be
inaccessible.
Scheduled Scheduled The Parties will mutually agree upon any required scheduled
Maintenanc maintenance downtime.
e windows as required
by ES to manage
storage
infrastructure.
Frequency Monthly
Scheduled The Parties will mutually agree upon any required Scheduled
maintenance Downtime.
windows as
required by
ES to
manage
storage
infrastructure
for storage
platform
growth.
Availability Availability of 99.999% availability*
storage *Requires client host servers and the storage device to have
infrastructure redundant network connectivity.
, measured
monthly,
exclusive of
any
Scheduled
downtime or
(NAS) non-
local issues
such as LAN,
WAN, IP
Related
Hardware
Recovery Local Copy Self-service restore based on last successful backup.
Point
Objective Database N/A
Copy
Retention Local Copy The local copies will be taken nightly and the nightly copies will be
retained for 7 days. Weekly copies will also be taken and retained for
2 weeks. These copies will be available for self-service restoration of
files by the User of the data.
Note: If the volume is running low on space as a result of increased
rate of change, the Snapshot auto delete option will automatically
delete the oldest Snapshot copies on that volume.
Retention will be determined by the DBA based on the use of the
Database
clone in the development and test environment. The ES DBA will
Copy
perform the creation of the clones and any restoration activities.
Resolution Critical fault: Estimated time to repair will be provided to Customer within 3 hours of
of critical Serious fault identification.
faults failures that
cause data to
be
inaccessible.
Scheduled Scheduled The Parties will mutually agree upon any required Scheduled
Maintenanc maintenance Downtime.
e windows as
required by
ES to
manage
storage
infrastructure
.
Customer will Two (2) week notification with Customer able to defer schedule up to
be notified thirty (30) days.
when this
maintenance
window will
be utilized
and result in
down time or
performance
degradation.
Duration Up to 3 hours; If additional time is required, time frame will be
negotiated with Customer.
Frequency Monthly
1.7 Calculation
(Provide a description and appropriate formula for calculating the performance related to the
Service Levels this section may also be used to define the bonus/mallus regime IF
APPLICABLE, provide a calculation for each of the service levels defined and number
5.1.5.1, 5.1.5.2 etc.)
b. Measurement Definitions:
(Provide explanations for the measurements used)
The following definitions and steps are used in determining Storage
Availability Percentages.
a. For SAN, ES storage service level objectives and availability are
measured from the switch to the storage infrastructure. If there are single
points of failure in the related server services, such as Host Bus Adapters
(HBAs) or a servers inability to perform a path failover, such outages
are not subject to the storage availability target. In order for Storage
Services to achieve the defined availability objectives, a minimum of 2
physical HBA cards are required with path failover capability to comply
with the dual-path connectivity requirements.
b. For NAS, ES storage service levels and availability are determined from
the network switch to the storage device itself. If there are single points of
failure in the related server services, such as network interface cards
(NICs) or a servers inability to perform a path failover/load balance,
such outages are not subject to the storage availability target.
c. Inclusion/Exclusion Criteria
a. ES Midrange Storage base SAN services are designed to service
smaller, less space-intensive applications. Customers wanting to use ES
Midrange Storage base SAN Utility Services are required to submit their
proposed data plans for review prior to installation to ensure that the
services and platforms that comprise the ES Midrange Storage - base
SAN Utility offerings are appropriate for their use. Solutions that change
without prior written notice may incur further Prices charges relative to the
3 Pricing
[IMPORTANT NOTE TO TEMPLATE WRITERS please refer to the
Resource Unit Manager (RUM) tool for more information about the
standard customer invoicing and billing - http://rum.itcs.ES .com/rum/?
RememberMe=false ]
1.14 General
For the Services provided in this Solution Pack, Customer agrees to pay the
charges specified below, and to pay or reimburse the other costs specified as
Customer Responsibilities.
1.15 Expenses
Customer will pay or reimburse ES for reasonable travel and travel-related
expenses and other out-of-pocket expenses incurred by ES in connection
with ESs performance of the Services, including any purchases by ES on
behalf of Customer, ES will invoice Customer separately for all such
expenses which invoice will be sent by ES to Customer and will include a
reasonable description of the expenses.
1.16 Currency
Charges will be invoiced and payable in United States Dollars (USD) unless
otherwise agreed.
b. Charges for Time and Materials: Customer will pay ES the charges for
time and materials not established in the charges above, using the
following rates during the periods noted above.
Consultant 1
Consultant 2
*Rates are based on hours/day, which excludes meal breaks, travel time or
similar.
c. Charges for Milestones or Deliverables: Customer will pay ES the
charges for the milestones/deliverables described below completed by
ES after Customer accepts the milestones/deliverables under the
acceptance process for milestones/deliverables described in the
Statement of Work.
1.
2.
3.
4.
Total
e. Time and Materials (T&M): Customer will pay ES the charges for time
and materials not described above in this Recurring Charges Section,
under the following rates.
*Rates are based on hours/day, which excludes meal breaks, travel time or
similar.
3.1.2 In the event the Customer terminates this Solution Pack, other than for cause,
in accordance with Termination clause of the applicable Module Terms, then
the following will apply:
4 Definitions
Whenever used in this Solution Pack, the words and phrases listed below will
have the following meanings:
Allocated GB means the amount of storage that is provisioned (allocated) to
a given server (SAN) or file system (NAS).
Archive Storage means the function of the Services as described in this
Solution Pack.
Availability Data means the unprocessed data related to Storage Availability
for a specified customer.
Availability Objective means the value identified as an availability target by
storage offering tier.
Availability means the amount of time the Services are available per month,
excluding time for routine maintenance and other such activities as
specifically described in Section 2 (Service Levels).
Change Management means the process responsible for controlling the
lifecycle of all changes, enabling beneficial changes to be made with
minimum disruption to the Services.
CIFS means the Common Internet File System (CIFS) protocol.
Consumed GB means the additional storage required for holding changed
data in relation to the clones.
Efficient GB means the amount of storage that could be provisioned when
the Useable GB has had efficiencies applied. The efficiencies applied for
Midrange Storage - enhanced NAS include deduplication and thin
provisioning.
GB means a Gigabyte of storage, which is 1024 Megabytes or 1,073,741,824
bytes.
ES Data Center means the ES facility where the Services are performed.
ES Help Desk means the services provided by ES under a separate
Statement of Work which provides level one assistance to Customers end
users.
Instance means a primary image to a secondary image that operates
independently of any others.
iCSI or Fibre Channel means protocol systems that are not available under
these Services.
LAN means the local area network.
NAS means the network attached storage.
NFS means the Network File System protocol.
Occurrence means a detected event that causes the storage to be
inaccessible or non-operational.
On-Order means the Service model provided in this Solution Pack that
utilizes dedicated, non-leveraged equipment.