Service description Installation and Implementation of a Compellent Super Storage Center Environment

Introduction to your service agreement

This service provides for the implementation of a Super Storage Center storage array multi-host switched (“FC”) or internet SCSI (“iSCSI”) storage area network (“SAN”) environment (the “Supported Product” or “Supported Products”), as set forth more specifically in this Service Description (the “Service” or “Services”). This Service includes the following:

• Project management for this Service. • Implementation planning. • Physical installation of the storage hardware, including devices such as: o Dell Compellent storage controller(s). o Dell Compellent disk enclosures. o FC or iSCSI host bus adapters (“HBAs”) and network interface cards (“NIC”) (into existing Dell Servers only), as necessary, for host SAN connectivity. o FC or Dell switches (non-director class) as part of this Service. • Configuration of up to the quantity as defined by the SKU description of supported iSCSI (physical or virtual) or FC hosts. • Configuration and implementation of the storage array to the hosts. • Conducting a brief product orientation session of the implemented storage environment. • Provide a configuration guide documenting the implementation.

Note: Physical installation (rack & stack) of (s) and/or installation of the network operating system (“NOS”) are not included in this Service. If required, such services can be purchased separately.

This Service is available for Dell Compellent storage solutions only (“Supported Products”) and is not available on Dell | EMC, Dell EqualLogic™, Dell PowerVault™ or any non-Dell solutions.

This Service will be provided during normal Dell business hours Monday through Friday (8:00am to 6:00pm Customer local time) unless specified otherwise in Appendix B. Any services beyond normal Dell business hours will be reflected on the Customer's invoice. No service activities shall take place during local, state and/or country holidays unless other arrangements have been made through the sales team and the Dell project manager.

This Service Description ("Service Description") is entered among you the customer ("you" or "Customer") and the Dell entity identified on your invoice for the purchase of this Service. This Service

1 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6 | May 14, 2012 is provided in connection with Customer's separate signed master services agreement with Dell that explicitly authorizes the sale of this Service (as defined herein) or, in the absence of such agreement, Dell's terms of sale applicable to commercial customers, which is available at www.Dell.com/terms (you can access this at www.Dell.com/terms in the United States) or your local Dell.com website and incorporated by reference in its entirety herein.

Locating your Terms of Sale. Customers based in the United States may access their Commercial Terms of Sale at www.Dell.com/terms. Customers located outside of the United States may access their terms of sale and service from their local www.Dell.com website or by navigating to their country-specific service terms at www.Dell.com/servicecontracts. From that website, you must select your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). For assistance locating your terms of sale please contact Dell technical support or your sales representative.

Locating your Service Descriptions. Service Descriptions are available online at www.Dell.com/servicecontracts. From that website, you must select your country and preferred language from the appropriate drop-down menu of the Dell sales segment from which you purchased the Service (either Small & Medium Business or Large Business & Public Sector). That selection will automatically re-direct you to a webpage presenting a list service contracts available in each country. Please refer to the stock-keeping unit or “SKU” description on your invoice or order acknowledgement to confirm which service contracts you have purchased. For additional assistance locating a service contract, please contact Dell technical support or your sales representative.

Acceptance of this Service Description. You agree to be bound by this Service Description and the agreements incorporated by reference herein by placing your order for the Services, receiving delivery of or utilizing the Services or associated software, or by clicking/checking the “I Agree” button or box on the Dell.com website in connection with your purchase or within a Dell software interface. If you are entering this Service Description on behalf of a company or other legal entity you represent that you have authority to bind such entity to this Service Description, which case “you” or “Customer” shall refer to such entity. In addition to receiving this Service Description, Customers in certain countries may also be required to execute a signed purchase agreement.

Service expires 1 year after purchase. EXCEPT TO THE EXTENT APPLICABLE LAW REQUIRES OTHERWISE, YOU MAY USE THIS SERVICE ONE TIME DURING THE 1 YEAR PERIOD FOLLOWING THE DATE OF ORIGINAL PURCHASE ("EXPIRATION DATE"). THE ORIGINAL PURCHASE DATE IS DEFINED AS THE EARLIER OF THE DATE OF THE INVOICE FOR THE SERVICE OR ORDER CONFIRMATION FROM DELL. DELL'S DELIVERY OF THE SERVICE WILL BE DEEMED SATISFIED AFTER THE EXPIRATION DATE EVEN IF YOU DO NOT USE THE SERVICE.

The scope of your Service agreement

Service SKUs

See Appendix A

2 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

The key Service steps include • Service planning: 1. Review the site environmental and technical readiness requirements. 2. Confirm readiness review and installation dates and highlight dependencies on complete Customer site readiness and product ship dates to meet the planned installation schedule. 3. Ensure that the Customer reviews, accepts, and abides by the terms and conditions of this Service Description. • Implementation planning: 1. Review and obtain the site technical requirements with the Customer. 2. Verify that the existing hosts meet the minimum hardware and software requirements. 3. Create a valid implementation plan based on the Customer’s hardware and software configuration: a. Define the storage allocation: i. Storage Policies and Volumes. ii. Server mappings. b. Define the switch configurations. c. Define/confirm that the configuration meets the minimum hardware and software requirements for the environment. 4. Discuss the recommended LAN configurations and security settings for all iSCSI hosts with the Customer, if applicable. 5. As necessary, plan and document valid standalone iSCSI fabric(s) for new Dell PowerConnect switches (non-director class), based on Dell Compellent best practice guidelines: a. Note: For Service configurations that include, non-Dell or shared iSCSI network switches, review recommended iSCSI best practice guidelines with Customer for Customer configuration of these network switches. • Implementation and testing: 1. Install Dell Compellent storage array environment components (storage controllers, disk enclosures, fibre channel or Ethernet switches): a. Unpack and inspect all hardware prior to installation. b. Mount any necessary rack related hardware into the Dell supported rack. c. If needed, remove any components (such as: power supplies and drives) to reduce the overall weight. d. Mount the storage array components into the rack/rails. e. Reinstall any components that were removed from the product. f. Install Customer-provided power distribution units (“PDUs”) onto the rack, as needed, for the proper power configuration of the product. g. Install and route all power and interconnect cables to the storage components. h. Attach any management ports to the Customer-provided network drops. i. Label all of the interconnect cables. j. Power on the product and verify basic functionality ensuring that there are no fault indicators. 2. Configure the storage array within the SAN environment, as per the implementation plan: a. Assign serial numbers to storage controller(s). b. Run and configure the setup wizard, including: i. Installing any purchased license(s). ii. Configure disks. iii. Configure controllers. iv. Configure Storage Center system settings.

3 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

3. Configure the new fibre channel switches, as per the implementation plan: a. Confirm that the switch firmware is at the approved version; update as necessary. b. Create/modify the storage zones. 4. Configure the storage, as per the implementation plan: a. Create Storage Profiles. b. Create Volumes. c. Assign storage profiles to the appropriate volumes. d. Create volume replay schedules, as necessary. 5. Install and configure Dell Compellent Enterprise Manager onto a single supported Windows®- based server. a. Configure Object Database Connectivity (“ODBC”) for Microsoft® SQL Server™ connectivity, as necessary. b. Configure and test Dell Compellent Enterprise Manager phone home. 6. Configure the hosts, as per the implementation plan: a. Validate that the host firmware is at the approved versions: i. On Dell hardware, update as necessary. ii. On non-Dell hardware, ensure that the Customer updates as necessary. b. On Dell hosts, install the HBA(s) or NIC(s) and related drivers: i. Power cycle the host(s) to ensure a proper boot cycle. ii. Install the HBA(s) or NIC(s) into the host. iii. Ensure that the HBA(s) or NIC(s) firmware is at the approved levels; update as necessary. iv. Install the HBA(s) or NIC(s) driver into the host operating system, as necessary. c. On non-Dell hosts, ensure that the Customer has installed the HBA(s) or NIC(s) and driver. d. Install and route all the hosts to switch connectivity cables. e. Label the interconnect cables. f. Connect the host connectivity cables. g. Configure/zone host ports to the switch fabrics, as necessary. h. Install any required host-based storage array server software. i. Configure supported native operating system Multi-Path I/O (“MPIO”) failover software. j. Map the servers to the appropriate volumes. 7. Configure the iSCSI parameters on the array, if applicable, as per the implementation plan: a. Configure iSCSI IP addresses on the storage array including the control IP as necessary. b. Register hosts and confirm connectivity. 8. Configure challenge handshake authentication protocol (“CHAP”), as needed, as per the implementation plan: a. Disconnect and clear iSCSI initiator settings on all hosts. b. Configure the CHAP user and enable it on the storage array. c. Configure iSCSI initiator with CHAP on all hosts. 9. Verify host to volumes connectivity: a. Partition and format the volumes, as per the implementation plan. 10. Configure the fault domains for failover. 11. Configure and test email notification, as per the implementation plan. 12. Configure and test phone home, as per the implementation plan. 13. Remove all installation packaging to a Customer-designated area within the immediate installation location, or arrange with the Customer for Customer’s own removal of it. • Product awareness:

4 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

1. Conduct a brief product orientation session (~30 minutes) and review the associated documentation with Customer. This overview does not replace any available Dell education courses for this product. 2. Demonstrate the failover capability, if applicable. • Project closeout: 1. Provide documentation to reflect the Services performed. 2. Obtain Customer acknowledgment of the Services performed. Excluded Services • Installation or configuration of any director class switch(es); additional services are required. • Performance tuning of any kind. • Clustering of Servers. • Scripting of any kind. • Installation or configuration Fibre Channel over Ethernet (“FCoE”) of any kind. • Installation of server(s) or network operating systems (“NOS”). • Installation of any product into an unsupported rack. • Installation of HBAs and/or drivers into non-Dell servers. • Configuration of advanced features (such as Replication). • Any activities to existing Ethernet network(s). • Any Ethernet configuration activities other than those specifically noted in this Services Description. • This Service is limited to validated legacy PowerConnect switches and switches only and is not available for PowerConnect B, J or W series switches. • Installation or configuration of Microsoft SQL Server. • Installation and configuration of Network Attached Storage (“NAS”) device(s). • Any activities other than those specifically noted in this Service Description. Service specific Customer responsibilities • Ensure that a supported NOS with the current Service Pack and BIOS is installed and operational on each server. • Ensure that appropriate services are purchased for installation and configuration of any director class switch(es) if sold with this solution. • Dispose of the packing material and other debris.

5 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

Terms and conditions about your Service

1 Supported products own internal use and not for resale or service bureau purposes. This Service is available on select Dell Supported Products such as, OptiPlex™, 3 Customer responsibilities Latitude™, Precision™, Vostro™, A Authority to grant access. Customer PowerEdge™, PowerEdge SC™, represents and warrants that it has PowerVault™, PowerConnect™, Dell obtained permission for both Customer EqualLogic™, Dell | EMC Storage Systems™, and Dell to access and use the Supported Dell Compellent, and select Dell printers, Product, the data on it, and all hardware which are purchased in a standard and software components included in it, configuration. Supported Products are for the purpose of providing these Services. added regularly so please contact your Dell If Customer does not already have that sales representative to for the most up-to- permission, it is Customer's responsibility date list of which Services are available on to obtain it, at Customer's expense, before your Dell products. Customer asks Dell to perform these Each Supported Product is tagged with a Services. serial number (the "Service Tag"). A separate B Cooperate with phone analyst and on-site service agreement must be purchased by the technician. Customer agrees to cooperate Customer for each Supported Product. For with and follow the instructions given by example, a printer purchased with a laptop Dell phone analyst and its on-site system is not covered by the laptop system's technicians. Experience shows that most service contract: the printer and the laptop system problems and errors can be will each need their own service contract. corrected over the phone as a result of Please refer to the Service Tag on your close cooperation between the user and Supported Product when contacting Dell for the analyst or technician. this Service. C On-site obligations. Where Services 2 Term of service require on-site performance, Customer A This Agreement commences on the date must provide free, safe and sufficient you place your order and continues access to Customer's facilities and the through the Term of Service. The "Term of Supported Product(s). Sufficient access Service" begins on the purchase date and includes ample working space, electricity, extends for the term indicated on the and a local telephone line. A monitor or Order Form. The number of systems, display, a mouse (or pointing device), and licenses, installations, deployments, keyboard must also be provided (at no cost managed end points or end-users for to Dell), if the system does not already which Customer has purchased any one or include these items. more Services (defined below), the rate or D Maintain software and serviced releases. price, and the applicable Term of Service Customer must maintain software and for each is indicated on Customer's order Supported Product(s) at Dell-specified form or other mutually-agreed upon form minimum release levels or configurations of invoice, order acknowledgment or as specified on PowerLink for Dell | EMC purchase order (collectively, "Order Form"). Storage or EqualLogic™, or as specified on Purchases of Services under this www.support.dell.com for additional Agreement shall be solely for Customer's Supported Products. Customer must also ensure installation of remedial replacement

6 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

parts, patches, software updates or B Payment for hardware purchased with subsequent releases as directed by Dell in installation & deployment services. order to keep the Supported Product(s) Unless otherwise agreed to in writing, eligible for this Service. payment for hardware shall in no case be contingent upon performance or delivery E Data backup. Complete a backup of all of installation or deployment services existing data and programs on all affected purchased with such hardware. systems prior to the delivery of this Service by Dell. DELL WILL HAVE NO LIABILITY C Commercially reasonable limits to scope FOR LOSS OR RECOVERY OF DATA OR of service. Dell may refuse to provide PROGRAMS or loss of use of system(s) Services if, in its opinion, providing the arising out of this Service or related Services creates an unreasonable risk to support activities or any act or omission, Dell or Dell's Service providers or is beyond including negligence, by Dell or a third- the scope of Services. Dell is not liable for party service provider. any failure or delay in performance due to any cause beyond its control. Service F Third party warranties. These Services extends only to uses for which the may require Dell to access hardware or Supported Product was designed. software that is not manufactured by Dell. Some manufacturers' warranties may D Optional services. Optional services become void if Dell or anyone else other (including point-of-need support, than the manufacturer works on the installation, consulting, managed, and hardware or software. It is Customer's professional, support or training services) responsibility to ensure that Dell's may be available for purchase from Dell performance of Services will not affect and will vary by Customer location. such warranties or, if it does, that the effect Optional services may require a separate will be acceptable to Customer. DELL agreement with Dell. In the absence of DOES NOT TAKE RESPONSIBILITY FOR such agreement, optional services are THIRD PARTY WARRANTIES OR FOR ANY provided pursuant to this Agreement. EFFECT THAT THE DELL SERVICES MAY E Assignment. Dell may assign this Service HAVE ON THOSE WARRANTIES. and/or Service Description to qualified 4 Important additional information third party service providers. A RESCHEDULING. ONCE THIS SERVICE F Cancellation. Dell may cancel this Service HAS BEEN SCHEDULED, ANY CHANGES at any time during the Service term for any TO THE SCHEDULE MUST OCCUR AT of the following reasons: LEAST 8 CALENDAR DAYS PRIOR TO THE • Customer fails to pay the total price SCHEDULE DATE. IF CUSTOMER for this Service in accordance with RESCHEDULES THIS SERVICE WITHIN 7 the invoice terms; DAYS OR LESS PRIOR TO THE SCHEDULE DATE, THERE WILL BE A RESCHEDULING • Customer is abusive, threatening, or FEE NOT TO EXCEED 25% OF THE refuses to cooperate with the CUSTOMER PRICE FOR THE SERVICES. assisting analyst or on-site CUSTOMER AGREES THAT ANY technician; or RESCHEDULING OF THE SERVICE WILL BE • Customer fails to abide by all of the CONFIRMED AT LEAST 8 DAYS PRIOR TO terms and conditions set forth in this COMMENCEMENT OF THE SERVICE. Service Description.

If Dell cancels this Service, Dell will send Customer written notice of cancellation at

7 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

the address indicated on Customer's invoice. H Transfer of service. Subject to the The notice will include the reason for limitations set forth in this Service cancellation and the effective date of Description, Customer may transfer this cancellation, which will be not less than ten Service to a third party who purchases (10) days from the date Dell sends notice of Customer's entire Supported Product cancellation to Customer, unless state law before the expiration of the then-current requires other cancellation provisions that service term, provided Customer is the may not by varied by agreement. IF DELL original purchaser of the Supported CANCELS THIS SERVICE PURSUANT TO Product and this Service, or Customer THIS PARAGRAPH, CUSTOMER SHALL NOT purchased the Supported Product and this BE ENTITLED TO ANY REFUND OF FEES Service from its original owner (or a PAID OR DUE TO DELL. previous transferee) and complied with all the transfer procedures available at G Geographic limitations & relocation. This www.support.dell.com. A transfer fee may Service will be delivered to the site(s) apply. Please note that if Customer or indicated on the Customer's invoice. This Customer's transferee moves the Service is not available at all locations. Supported Product to a geographic Service options, including service levels, location in which this Service is not technical support hours and onsite available (or is not available at the same response times will vary by geography and price) as Customer paid for this Service, certain options may not be available for Customer may not have coverage or may purchase in Customer's location. Dell's incur an additional charge to maintain the obligation to supply the Services to same categories of support coverage at relocated Supported Products is subject to the new location. If Customer chooses not local service availability and may be subject to pay such additional charges, Customer's to additional fees, and to inspection and Service may be automatically changed to recertification of the relocated Supported categories of support which are available at Products at Dell's then current time and such price or a lesser price in such new materials consulting rates. Customer will location with no refund available. provide Dell with sufficient and safe access to Customer's facilities at no cost to Dell for Dell to fulfill Dell's obligations.

For more information about any of our service offerings, please contact your Dell representative or visit www.dell.com/services Availability varies by country. To learn more, customers and Dell Channel Partners should contact your sales representative for more information. © 2010 Dell Inc. All rights reserved. Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. Dell's terms and conditions of sale apply and are available at www.Dell.com and on request.

8 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

Appendix A Service SKUs

US SKU SKU Description Partner 935-5748 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 16 hosts EDT 935-5758 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 20 hosts EDT 935-5768 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 24 hosts EDT 935-5778 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 28 hosts EDT 935-5788 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 32 hosts EDT

LA SKU SKU Description Partner 935-6098 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 16 hosts EDT 935-6108 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 20 hosts EDT 935-6118 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 24 hosts EDT 935-6128 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 28 hosts EDT 936-2609 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 32 hosts EDT

BZ SKU SKU Description Partner 935-5948 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 16 hosts EDT 935-5958 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 20 hosts EDT 935-5968 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 24 hosts EDT 935-5978 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 28 hosts EDT 936-2449 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 32 hosts EDT

EMEA SKU SKU Description Partner 683-17538 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 16 hosts EDT 683-17539 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 20 hosts EDT 683-17540 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 24 hosts EDT 683-17541 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 28 hosts EDT 683-17542 Installation and Implementation of a Dell Compellent Super Storage Center Environment, up to 32 hosts EDT

APJ POS SKU SKU Description Partner 885-10652 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 16 hosts EDT 885-10653 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 20 hosts EDT 885-10654 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 24 hosts EDT 885-10655 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 28 hosts EDT 885-10656 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 32 hosts EDT

APJ APOS SKU

9 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

SKU Description Partner 683-16176 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 16 hosts EDT 683-16177 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 20 hosts EDT 683-16178 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 24 hosts EDT 683-16179 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 28 hosts EDT 683-16180 Installation and Implementation of a Dell Compellent Super Storage Center Environment, upto 32 hosts EDT

10 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012

Appendix B Exceptions to Dell business hours

Country Dell business hours St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest of English speaking Caribbean 7:00 AM to 4:00 PM Barbados, Bahamas, Belize, Costa Rica, El Salvador, Grand Cayman, Guatemala, Honduras, 8:00 AM to 5:00 PM Jamaica, Panama, Puerto Rico, Rep. Dominicana, Suriname, Turks and Caicos Australia, Bermuda, China, Haiti, Hong Kong, Japan, Korea, Malaysia, Netherland Antilles, New 9:00 AM to 5:00 PM Zealand, Singapore, Taiwan, Thailand Argentina, India, Paraguay, Uruguay 9:00 AM to 6:00 PM Bolivia, Chile 9:00 AM to 7:00 PM

11 Installation and Implementation of a Dell Compellent Super Storage Center Environment | v1.6| May 14, 2012