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Dell Service Description Dell Service Description Dell Managed Cloud Services Introduction Dell is pleased to provide Dell Managed Cloud Services (the “Service(s)”) in accordance with this Service Description (“Service Description”). Your quote, order form or other mutually-agreed upon form of invoice or order acknowledgment (as applicable, the “Order Form”) will include the name of the service(s) and available service options that you purchased. For additional assistance or to request a copy of your service contract(s), contact Dell technical support or your sales representative. The scope of this service Dell Managed Cloud Services are designed to maximize the value of public and private cloud hosted services through pro-active operational and service management aligned to Information Technology Infrastructure Library (ITIL®) frameworks. This Service Description describes the Service being provided to you (“Customer” or “you”). Definition of terms These terms are used within this document. POC The Dell point of contact for reporting and logging incidents. Priority of The method that Dell uses to rank and prioritize incidents. The priority Incident determines the order in which incidents should be attended to. Incident This is a unique incident identification number that is used to track all Identification incidents and service requests reported by the Customer or through Number (IID) automatically generated events or alerts. Incident Owner The person to whom an IID has been assigned. Portal, Multi-tenant software as a service (SaaS) solution that delivers IT operations Self-Service lifecycle management capabilities that spans public and private cloud Portal, infrastructure and application elements. Dell Cloud Portal is available at https://dell.vistarait.com/ Portal 1 Dell Managed Cloud Services | v4.1 | February 15, 2016 Table of Contents Dell Managed Cloud Services .................................................................................................................... 1 Introduction ................................................................................................................................................... 1 The scope of this service ............................................................................................................................ 1 Definition of terms ....................................................................................................................................... 1 Service ............................................................................................................................................................. 4 Service delivery ........................................................................................................................................... 10 Exclusions ..................................................................................................................................................... 11 Offer specific customer responsibilities ................................................................................................. 11 General customer responsibilities .......................................................................................................... 12 Dell Services Terms & Conditions .......................................................................................................... 13 Appendix A .................................................................................................................................................. 16 Appendix B .................................................................................................................................................. 21 Section 1: Non-Cloud Backup ................................................................................................................ 23 Section 2: Windows Operating System ................................................................................................. 26 Section 3: Linux Operating System ........................................................................................................ 29 Section 4: Solaris Operating System ...................................................................................................... 31 Section 5: Microsoft SQL Databases ...................................................................................................... 34 Section 6: MySQL database ..................................................................................................................... 38 Section 7: Oracle databases..................................................................................................................... 42 Section 8: Webservers .............................................................................................................................. 46 Section 9: Microsoft Exchange Server ...................................................................................................50 Section 10: Microsoft SharePoint ........................................................................................................... 54 Section 11: Microsoft Active Directory Services .................................................................................. 57 Section 12: Blackberry .............................................................................................................................. 60 Section 13: Virtualization .......................................................................................................................... 63 Section 14: Storage ................................................................................................................................... 69 Section 15: Network Infrastructure ........................................................................................................ 74 Section 16: Datacenter & Converged Infrastructure Practice - VCE vBlock, NetApp FlexPod, and EMC VSPEX ......................................................................................................................................... 80 2 Dell Managed Cloud Services | v4.1 | February 15, 2016 Section 17: vCAC Services ........................................................................................................................ 87 Section 18: Openstack Services .............................................................................................................. 91 Section 19: Server Hardware Management ......................................................................................... 96 Section 20: Dell Hybrid Cloud System for Microsoft ........................................................................ 98 Appendix C ................................................................................................................................................ 102 3 Dell Managed Cloud Services | v4.1 | February 15, 2016 Service Managed Cloud Services offer four service coverage levels: Base Technical Support Cloud Monitoring and Alerting (CMA) Cloud Monitoring and Remediation (CMR) Cloud Operations Management (COM) This section presents a combined view on the solution features that are included under each different service coverage level. Appendix B includes additional details categorized by solution. This Appendix provides additional descriptions for the Cloud Monitoring and Remediation service coverage level and the Cloud Operations Management service coverage level. Cloud Base Cloud Cloud Monitoring Technical Monitoring Operations and Support and Alerting Management Remediation 1. Cross cloud compatibility ✔ ✔ ✔ ✔ 2. Service desk (up to 5 named ✔ ✔ ✔ ✔ contacts) 3. Portal access ✔ ✔ ✔ 4. Customer Delivery Executive ✔ ✔ ✔ (CDE) 5. Alert dashboard ✔ ✔ ✔ 6. Visibility and auditability ✔ ✔ ✔ 7. Standard monitoring ✔ ✔ ✔ 8. Advanced monitoring ✔ ✔ 9. Alert management ✔ ✔ 10. Preventive maintenance ✔ ✔ 11. Standard Operating Procedure ✔ ✔ (SOP) based remediation 12. Troubleshooting with full ✔ remediation 13. Root cause analysis of critical ✔ incidents 14. Preventive health checks ✔ 15. Move, Add and Changes ✔ (MAC) and Service Requests (SRs) 4 Dell Managed Cloud Services | v4.1 | February 15, 2016 1. Cross Cloud compatibility Services are available across multiple cloud platforms: Public Clouds: Amazon Web Services, Google Cloud Platform Services, and Microsoft Azure Private Clouds: Dell Cloud Dedicated On-premise cloud environments for supported technologies as agreed with the Customer 2. Service Desk Customer may assign up to five (5) named contacts to contact the service desk on behalf of the Customer. The Service Desk is a central point of contact for handling the following Customer issues: Incident ownership, initial troubleshooting and escalation of incidents within the defined Service Level Agreement (SLA); Respond to “how to” questions such as how to provision remove cloud instances and migrate data across cloud service providers; Respond to access issues and requests; The service desk can be contacted at:- Toll-Free number (855-350-4372) with intelligent voice response (IVR) – available 24x7; Email at [email protected]; 3. Portal access It is a multi-tenant Software as a Service (SaaS) solution that delivers IT operations lifecycle management capabilities that spans public and private cloud infrastructure and application elements. Dell Cloud Portal is available at https://dell.vistarait.com/. 4. Customer Delivery Executive (CDE) The CDE will serve as the single point of accountability
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