Gold Statement of Work June 2003

Transcription

1 Premier Enterprise Support Gold Statement of Work June 2003

2 Table of Contents Introduction Page 3 Standard Gold Support Services Page 4 24x7 Gold Queue Telephone Support Page 7 Software and Storage Support... Page 8 4-hour Onsite Response Hardware Maintenance Page 9 Technical Account Manager Services.. Page 11 Customer Defined Call Priority.. Page 14 Seamless Support. Page 15 Change Notification.. Page 17 Online Support Page 18 Optional Gold Support Services. Page 19 Remote Monitoring. Page 19 Onsite Troubleshooting Page 24 Onsite Engineer.. Page 27 Customer-Owned Onsite Spares Page 29 Customer Technical Training.. Page 30 2-hour Response/6-hour Repair Hardware Maintenance.. Page 32 2

3 Introduction Through the Premier Enterprise Support Service Program, Dell delivers a series of high-end services for server and storage customers. The program enhances Dell s existing enterprise services offering by providing direct access into Dell s Enterprise Expert Centre, additional proactive and preventative services, as well as Technical Account Management (TAM) services. Premier Enterprise Support comprises three tiers of service: Gold, Silver, and Bronze. Each of these service tiers is designed to meet the varied needs of enterprise customers. Gold Support: For enterprise systems, Gold support offers a rich suite of high-end services designed to help you manage key environments. Silver Support: For systems that require basic levels of support, the Silver tier provides you with 7x24, expedited resolutions. Bronze Support: For non time-sensitive systems and for customers who prefer to do their own troubleshooting and repair, Dell offers the Bronze package. Gold Support as described in this Statement of Work provides three years of service coverage and is available for PowerEdge, PowerVault and PowerConnect systems only. Please note options such as remote monitoring, Change notification & 2hr response / 6hr repair maintenance are not applicable for PowerConnect systems. This document provides a comprehensive description of the Gold tier of Premier Enterprise Support, herein referred to as Gold Support. 3

4 Gold Support Standard Services Standard Gold Support offers high-level access to Dell s technical support, including engineer-to-engineer service through the Gold Queue, 4-hour 7x24 onsite hardware service, and case based-support for enterprise systems. Through our Technical Account Management services, Gold Support increases the benefits of a relationship with Dell and assures that support services are optimised for customer environments. Gold Support as described in this Statement of Work provides three years of service coverage and is available for PowerEdge, PowerVault and PowerConnect systems only. Gold Support begins from the date of invoice Gold Support services components will be provided whilst the system is covered under a valid Gold Support contract Gold Support is available on a 7x24 basis unless otherwise noted in this document Gold Support is provided without usage limit (with the exception of Software and Storage Support Resolutions and the Optional Onsite Troubleshooting Resolution Pack) over the three-year term Restrictions Gold Support is not available on systems no longer supported by Dell Gold Support as described in this document is available for Dell PowerEdge, PowerVault and PowerConnect products purchased in EMEA Direct Countries only (Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, South Africa, Spain, Sweden, Switzerland, UK). Gold Service is only offered in areas where Dell s 7x 24 4-hour onsite response (or 2-hour response/6-hour repair) service is available. Dell reserves the right to make an additional charge, in accordance with its standard scale of charges for any service work or visits undertaken by Dell and made at the request of the customer, that are outside of the scope of Gold Support. System Relocation Gold Support cannot be transferred into or out of the EMEA Direct Countries and can only be purchased in the destination region. Gold Support may only be continued on Gold Supported systems that are moved to another location within an EMEA Direct Country as long as the new location is within a 7x24 4-hour onsite response area. Customer is required to verify 4-hour response availability in the new location by contacting their Dell sales representative. Customer is required to notify the Gold Queue (via phone or ) that the system is being moved and must provide the new location address. Service reverts to a one-year parts-only cover if the system is relocated to a Dell indirect country and may not be available, may change, or may be chargeable if the system is relocated from a Dell indirect country. 4

5 Deliverables and Delivery Agents The table below summarises the deliverables and indicates the delivery agent for each of the services in Gold Support: Service Deliverables Delivered By: 24x7 Engineerto-Engineer Telephone Support Dedicated Gold Queue for Dell hardware troubleshooting, diagnosis and resolution. Gold customers to speak directly to Dell Gold Queue infrastructure and senior level engineers from Enterprise Expert Centre. 24x7 Onsite Hardware Maintenance 24x7 Software and Storage Support Resolution Pack Technical Account Manager (TAM) Team Services Customer Defined Call Priority Change Notification Seamless Support Online Support highly trained engineers. Dispatch of onsite engineer to resolve hardware faults. Service is available 24x7 with a targeted 4-hour response from time of dispatch. Support for operating systems, Back Office products, OpenManage PowerSuites and storage configuration issues from Dell senior level engineers. Customer is entitled to 3 resolutions per Gold supported system A 24x7 team of TAMs to oversee customer escalation processes and provide reports on incident status. At initiation of a service call, the customer assigns a priority level to their incident depending on severity of problem. Quarterly subscription services for updates of patches and BIOS changes. Dell acts as single point of contact for collaborative resolution of key third party software/hardware issues Web-based technical support via customer specific Dell Premier Pages or Euro.Dell.com Troubleshooting completed by Gold Queue or SME (Subject Matter Experts) in Enterprise Expert Centre who can dispatch onsite parts and labour if necessary. Dell Gold Queue infrastructure and Microsoft, Novell, Red Hat, OpenManage PowerSuites and Fibre Channel certified Engineers from Enterprise Expert Centre. TAM team located at the Enterprise Expert Centre. Gold Queue Engineers provide troubleshooting and diagnosis. The TAM and Enterprise Expert Centre apply time bound escalation processes depending upon incident severity. TAM team member ensures customer is registered for the subscription service. Dell Gold Queue or SMEs and contracts with key third party vendors. Dell On-line team 5

6 Gold Customer Call Flow Gold Customer Entry Point for Gold Gold Queue On-Site Troubleshooting (if purchased) 4 Hour Parts and Labour Dispatch Warm Transfer Server and Storage Senior Analysts Software Support Senior Analysts Seamless Support Vendors International Product Support On-Site Engineer (If purchased) 6

7 Gold Queue Telephone Support The Gold Queue is the initial point of contact for Dell PowerEdge, PowerVault and PowerConnect systems covered by Gold Support. When the call is received into the Gold Queue, the engineer receiving the call will either provide the required troubleshooting directly, or pass the call into an appropriate Subject Matter Expert (SME) resource in the Enterprise Expert Centre. The Gold Queue employs a case-based support service providing customers with continuity of support for issues. To invoke the service, the customer contacts Dell using the dedicated Gold Queue telephone number, describing both the severity of the issue and symptoms of the problem. The Gold Queue can be contacted via telephone or (for less pressing issues) customers are advised the telephone numbers and address through a Welcome Letter that is sent via . Dell also provides a URL where phone numbers and address can be located ( The service is available in English, French and German during local prime shift hours Monday through Friday excluding holidays. Support outside of these hours is in English only. Customer Responsibilities Customer must provide the tag number of the system for which the enquiry is being made or case number if following up on an previous issue. Customer must provide such information as is requested by the Dell engineer to assist in the diagnosis Dell Gold Queue Engineer Requirements (Hardware): Dell shall make commercially reasonable efforts to respond to the customer s enquiry/problem in a timely manner. The Gold Queue engineer enters the call into the case management tool with the priority specified by the customer. After phone-based troubleshooting, the Gold Queue engineer dispatches parts and labour if necessary. If the issue requires the dispatch of an onsite engineer, the Gold Queue will arrange for the dispatch in line with the underlying Gold service level (2-hour or 4-hour response). The labour dispatch includes the dispatch of parts to be used by the onsite engineer as required. If the customer knows a given part is defective, a replacement will be dispatched. If the customer does not know whether any parts are defective, the Gold Queue engineer dispatches a kit of likely replacement parts. If the customer has purchased the Onsite Troubleshooting Resolution Pack option, the Gold Queue engineer, will, at the customer s request, dispatch an Onsite Troubleshooting engineer to provide onsite diagnosis and repair of the reported problem. 7

8 Software and Storage Support Dell shall make commercially reasonable efforts to respond to the customer s enquiry/problem in a timely manner. The Gold Queue engineer will log the incident in Dell s case management tool at the priority specified by the customer. The Gold Queue engineer or Software and Storage Senior Analyst (supported software is listed below) will troubleshoot the issue. When the issue is resolved, the Gold Queue engineer deducts one resolution from the customer s Software and Storage Support Resolution Pack. Gold customers receive 3 resolutions for each server/storage system covered by Gold support these resolutions are good for 3 years. Further resolutions can be purchased on a non-point of sale basis if required. Products not listed on the supported products list below or that are end of life (EOL), will be supported on a best effort basis by Dell support technicians. Supported Products: Dell Openmanage suite and connections Dell Powersuites Veritas Backup Exec - certified configurations only Veritas Netbackup certified configurations only CA Arcserve/BRightstor - certified configurations only Oracle 9i RAC installation Windows certified configurations only Windows Server certified configurations only SBS Dell certified configurations only SQL 6.5/7.0/2000 Exchange 5.5/2000 Redhat Linux - Dell certified configurations only Novell Netware - Dell certified configurations only Microsoft IIS Proxy Server/ISA server Exchange 2003 SBS 2003 Commvault Galaxy EOL Product that will be supported on a best endeavors basis Windows NT 4, SBS 4.5 (EOL) Exchange 5.5 (EOL) Powerapp web appliances (EOL in Europe) Services Covered Installation Configuration Backup and restore Identifying performance issues troubleshooting errors generated by supported apps Certified Dell configurations Client operating system connectivity 8

9 Services not covered Development. non-dell certified operating systems. EOL products no longer supported by vendor. Client operating system specific problems. Office applications. non-dell 3rdparty devices. Beta software This service applies to both factory-installed and customer-installed software (customer-installed software must be included on Dell s supported products list in order to receive assistance). Dell also offers support for Windows 2000 Datacenter on a custom basis. In the event of the diagnosis concluding that the cause of the problem is with a third party vendor, the Gold Queue engineer contacts the third party on behalf of the customer if the third party vendor is included in Dell s Seamless Support Program. In the event of a Severity 1 call, the engineer will stay on the call with the customer and the third party while troubleshooting proceeds. Customer Responsibilities Provide the tag number of the system on which the problem is being reported. Provide such information as is requested by the Dell engineer to assist in the diagnostic process, using a knowledgeable person at their system site Dell Responsibilities On receipt of a Software and Storage Support call, Dell is responsible for checking customer s availability of resolutions and decrementing a resolution from the number of outstanding if Dell resolves the issue. Escalation of unresolved problems within Dell, and by use of the Seamless Support service. 9

10 4-hour Onsite Response Hardware Maintenance Dell will endeavour to provide onsite parts and labour within 4 hours provided a Dell support technician agrees and accepts a system fault call (after phonebased troubleshooting). The engineer dispatched will be a Level 3 technician with Master DCSE Certification. Service will be provided whilst the system is covered under a valid 4-hour response Dell service plan. Dell has a policy of conducting phone-based or Internet troubleshooting to determine whether onsite service is required. The response times are estimates and may vary according to part and engineer availability or the remoteness or accessibility of customer location System Cover The response times are estimates and may vary according to part and engineer availability or the remoteness or accessibility of customer location Peripherals (e.g. monitor, keyboard) and customer replaceable units may be delivered by courier for customer installation Parts not critical to product function (e.g. hinges, doors, cosmetic features, frames) may not be serviced within the 4-hour time period Parts may be new or refurbished parts in accordance with industry practice Service includes restoration of the available operating system as factory shipped Items not covered by Dell 4-hour onsite service Non-Dell peripherals and accessories -these are covered by the manufacturer or licensor warranty unless otherwise specified Customer software applications and data Post-installation support on operating systems BIOS/Firmware upgrades (see Change Notification service for BIOS and firmware upgrades) Preventative maintenance Backup, restoration and transfer of applications and data In addition to those items specified in Dell s Gold Support Terms and Conditions, Dell service does not cover damage caused by: Use of components or software not supplied by Dell Unsupported changes to configuration Relocation or transportation Servicing not authorised by Dell Usage not in accordance with product instructions Failure to perform required preventative maintenance Unreasonable or excessive use Accidental or malicious damage Environmental conditions Act of God, fire, flood, act of violence or any similar occurrence Transfer of data or software Viruses 10

11 Dell reserves the right to make an additional charge, in accordance with its standard scale of charges for any service work or visits undertaken by Dell and made at the request of the customer that are outside of the scope of the applicable service plan. Customer Responsibilities In order to enable Dell to carry out its support obligations the customer should: Be available at the customer site to receive engineer and parts Be responsible for parts received until given to the engineer Provide Dell with full, safe and prompt access to the system(s) Provide a technically competent person with knowledge of the system and fault to be present throughout the repair Ensure the system is in an easily accessible location with adequate space, health and safety conditions Make available to Dell, free of charge, all facilities and services reasonably required by Dell to enable Dell properly to provide the services Provide such telecommunication facilities as are reasonably required by Dell for the performance of its obligations and for any other testing, diagnostic and remedial purposes at the customer s expense Keep full security copies of any software and data in accordance with best computing practice and in any case before requesting services from Dell Be responsible for recovering their own application software after any such services have been provided 11

12 Technical Account Management Service The TAM team service is a key component of the Gold Support providing customers with an expert-to-expert technical point of contact with Dell s Enterprise Expert Centre. The TAM Team service was designed to provide Dell s Gold customers with a more personal and expert level of support to help ensure greater uptime and increased success in resolving customer incidents. Customers will be assigned to a team, which provides regional support. The TAM team is responsible for overseeing the technical escalation process while Dell Enterprise Expert Centre engineers are working to resolve a Severity 1 or Severity 2 issue (see Severity definitions below). Service deliverables include both proactive and reactive support. Pro-Active: Ensure Gold customer is enrolled in Change Notification CD program Re-Active: Immediate response for Severity 1 issues (24x7) Targeted response within 30 minutes for Severity 2 issues (24x7) Escalate issues within Dell to help ensure all service level agreements are met Produce Post Incident Report at the conclusion of all Severity 1 issues and take ownership of resulting Dell action items Reactive Incident Management Guidelines This section describes the SLA for each of the three Severity levels and the expected escalation process. Severity 1 Issues Stage Stage I Stage II Stage III Stage IV Stage V Targeted Time Frame 15 minutes 4 Hours 6 Hours 8 Hours 12 Hours TAM Team Action 1.Verify that issue is assigned and being worked. 2.Contact customer and explain plan 3.Be prepared to provide 30 minute updates 1.Send 1 st status , update every 30 mins or as agreed with the customer. 2.Contact customer and agree to support plan 1.Add Area Manager to status 2.Send status , with 30 minute updates or as agreed with the customer. 1.Add Service Director to status 2.Send status , with 30 minute updates or as agreed with the customer. 3.Contact customer and agree to support plan 1.Add Service VP to status 2.Send status , with 30 minute updates or as agreed with the customer. 12

13 Stage Stage I Stage II Stage III Stage IV Stage V Targeted Time Frame 30 Minutes 6 Hours 12 Hours 20 Hours 30 Hours Severity 2 Issues TAM Team Action 1.Verify that issue is assigned and being worked. 2.Contact customer and explain plan 3.Be prepared to provide hourly updates or as agreed with the customer. 1.Send 1 st status , update hourly or as agreed with the customer. 2.Contact customer and agree to support plan 3.Dispatch Onsite Troubleshooting labour if no fix in sight (optional service, if purchased) 1.Add Area Manager to status 2.Send status , update hourly or as agreed with the customer. 1.Add Service Director to status 2.Send status , continue to update hourly or as agreed with the customer. 3.Contact customer and agree to support plan 1.Add Service VP to status 2.Send status , continue to update hourly or as agreed with the customer. Severity 3 Issues TAM Team member engaged only if issue cannot be resolved with standard escalation path Automated Escalation Management During the course of an incident, it may be necessary to send status reports to various concerned parties within Dell. By default these status s are sent to: TAM Team Members, Gold Queue Manager, Any Assigned Engineers (Analyst or Senior Analyst) working the issue The escalation process (above) indicates the proper time to add the Area Managers, Directors, and Services VP. Outside of normal business hours, it is necessary to proactively notify the following managers: o The TAM Team Manager is notified via phone call or page. If the call or page is not acknowledged within 30 minutes, the Area Manager is notified. o The Area Manager is notified by sending a text page. No acknowledgement is required. 13

14 Reporting The TAM Team is responsible for providing Post Incident Reports (PIR) to the customer (after each Severity 1 issue). The PIR is sent by and contains the following sections Executive Summary Incident Details Root Cause Analysis (when appropriate) Areas for Process Improvement Areas for Dell Improvement Areas for Customer Improvement The TAM Team owns all Dell action items resulting from a PIR. TAM Onsite Requirements TAM team members are not normally expected to go to the customer site. All reporting is performed remotely. Requests for onsite visits by TAM team members are considered on a case-by-case basis by the Enterprise Expert Centre management and may result in additional costs to the customer. Customer Responsibilities The customer is responsible for providing a primary contact point for the TAM team. 14

15 Customer Defined Call Priority With this service, the customer assigns the priority of all calls: Down Server, Impaired Server or Inconvenience (Severity 1, Severity 2, or Severity 3). Each of these Severity levels has a defined response time, escalation path, and process predetermined by Dell (see definitions and escalation timelines below). The customer can assign a priority to either hardware or software calls. If the customer does not specify the Severity level, the incident defaults to Severity 3. Severity definitions are as follows: Severity Level Definitions Gold Customers Severity Customer s situation Examples Dell Response Required Customer Response 1 Customer has complete loss of a core or critical business process, work cannot reasonably continue Needs continuous response (7X24) Time to customer solution not readily known SAN down and customer has no access to production data Effective workaround is not available or in sight Server/storage system down impacting production or online services Production down or at imminent risk Critical business application failure Gold Queue troubleshoots the issue, engages experts, dispatches parts and labor as outlined below Immediate notification and engagement of TAM TAM begins and manages escalation process For Gold systems: immediate dispatch of Certified DSP engineer or EMC trained engineer when required to resolve the issue. The DSP engineer or EMC trained technician is dispatched to customer site for onsite troubleshooting and repair For 4 or 2 hour Gold Systems: Replacement parts dispatched as soon as hardware failure identified Notification of Senior Executives at Dell Customer communications every 4 hours as a minimum (or as agreed) for updates/status Escalated to senior Expert Center engineer within 1 hour, if necessary 3 rd party vendor engaged if necessary as soon as issue is isolated to 3 rd party product Internal product engineering engaged if necessary within 2 hours TAM will produce a Post Incident Report after the issue is closed reports produced as requested by customer 24x7 allocation of appropriate resources to sustain continuous communication and work effort 24x7 access to and response from change control authority 24X7 access to facility locations Notification of senior executives at customer site Note: Any customer deferral of service results in a drop from Severity 1 to Severity 2 15

16 Severity Customer s situation Examples Dell Response Required Customer Response 2 Moderate to significant business impact Work can reasonably continue in an impaired manner Customer cannot work the issue 24x7 Customer has limited access to production data Effective and imminent workaround or resolution appears to be within standard support SLA s Production systems or workgroup area down, but customer s business can continue to operate Server/storage system impaired or unstable Chronic or intermittent failure placing future production at risk Critical business application significantly degraded or experiencing significant performance issues Back-up environment at risk Significant performance issues driven by system configuration Gold Queue troubleshoots the issue, engages experts, dispatches parts and labor as outlined below Certified DSP engineer or EMC trained engineer (for 4hour systems) and replacement parts dispatched to customer site after phone-based troubleshooting and identification of hardware issue in accordance with the underlying service contract (4 hour or 2 hour response for Gold) TAM engaged within 1 hour TAM 1 st call to customer in 90 minutes or less to discuss work plan for closure Continuous communication from TAM to customer every 4 hours (during business hours), after hours communication as agreed Notification of Senior Managers at Dell. Continuous effort during customer business hours, after hours work can be scheduled Escalated to product expert within 2 hours 3 rd party vendor engaged if necessary (when issue is isolated to 3 rd party product) Internal product engineering engaged if necessary within 4 hours Allocation of appropriate resources to sustain continuous communication and work effort during business hours Access to and response from change control authority within 4 business hours Management notification 16

17 Severity Level Definitions Gold Customers Severity Customer s situation Examples Dell Response Required Customer Response 3 Minimal business impact Customer s business is substantially functioning with minor or no impediments of services. Needs initial attention within one business day Routine Q&A or project-oriented requests Immediate work around is available Server/stora ge system minimally impaired Critical business application experiencing moderate performance issues Moderate performance issues driven by system configuration Back up environment at moderate risk Gold Queue troubleshoots the issue, engages experts, dispatches parts and labor as outlined below Certified DSP engineer or EMC trained engineer (for 4hour systems) and replacement parts dispatched to customer site after phone-based troubleshooting and identification of hardware issue in accordance with the underlying service contract (4 hour or 2 hour response for Gold) TAM typically not engaged (can be engaged if necessary) TAM communication to customer daily or less frequently as mutually agreed between customer and Dell Work effort during business hours only Escalated to product expert if necessary within one business day 3 rd party vendor engaged if necessary within one business day (if issue is isolated to the 3 rd party product) Internal product engineering engaged if necessary within one business day Accurate and updated contact information for case owner Responses within 24 hours Scheduled access to change control authority Note: For customers who either did not purchase the optional on-site troubleshooting service (OSTS) or for customers who don t want to use their on-site troubleshooting resolutions and the issue requires replacement parts and onsite labour, the parts and labour will be dispatched as soon as the hardware failure is identified. 17

18 Seamless Support For those times when identifying the source of a technical problem is difficult, Dell provides Gold customers with a point of contact and a place to start the troubleshooting process. If the customer is unclear whether the issue lies with the operating system, the hardware, the database, or the application, the customer can contact Dell for help in isolating the problem. Through our agreements with several key 3 rd party vendors, we can help Gold customers streamline problem resolution. Once the issue has been isolated to the 3 rd party product through phonebased troubleshooting, Dell contacts the 3 rd party vendor (see list below). Once Dell reaches the 3 rd party tech support organization, the Gold Queue technician will describe the troubleshooting results to date and will ask the 3 rd party vendor to open an incident in their own problem tracking tool. For some vendors, or during busy call periods, the customer may receive a call back from the 3 rd party vendor. Also, please note that some vendors offer support during business hours only. For products other than those on the Dell Supported Products List (see ), the customer must hold a valid support contract with the listed vendor to ensure proper entitlement. For example, customers need a valid contract with Microsoft for developer level support. For Severity 1 issues, the TAM monitors the problem resolution process obtaining status and resolution plans from the vendor until the problem is closed. For Severity 2 and Severity 3 issues, Dell passes the incident to the 3 rd party vendor (once the incident is isolated to the 3 rd party product) and closes the case in our problems tracking tool. Once the incident is passed to the 3rd party, the vendor is fully responsible for problem resolution and should be contacted directly for updates and resolution. Dell has agreements with and will attempt to contact only those vendors listed below: Microsoft Commerce Server Microsoft BizTalk Server Microsoft Applications Server Vignette V/5 CMS Oracle 8.x Database Oracle 8i Database Server Oracle9i Application Server Oracle istore Hardware supplied by: EMC Veritas SAP Oracle 18

19 Summary of Seamless Support Service Is Available to Gold customers A service that allows customers to call Dell when the customer is not sure whether the problem is with the Dell product or a 3rd party product. The Gold Support technician will isolate the problem, and engage the 3rd party vendor if the problem is with the 3rd party vendor product. Limited to the vendors and products listed above An enhancement to Dell s existing Gold support model Managed by the Dell TAM for Severity 1 issues A process that enhances the customer s existing support agreement with 3 rd party vendors Issue owned by the 3 rd party vendor once the 3 rd party vendor is engaged Is Not Available to Bronze and Silver customers A service that provides the customer a single point of contact for all 3 rd party product issues. The customer should directly engage the 3rd party vendor if the issue is already identified as 3rd party vendor problem to speed the issue resolution. Offered for all 3 rd party vendors and products used with Dell Servers and Storage systems A replacement for a 3rd party support contracts or advanced software support resolution packs Managed by Dell for Severity 2, Severity 3 or Severity 4 issues A process that upgrades or replaces a customer s existing support agreement with a 3 rd party vendor Issue owned by Dell and open in Dell s case management system once the 3 rd party is engaged Customer Responsibilities Directly contact the 3rd party vendor (rather than Dell) if the issue is clearly isolated to the vendor s product Ensure software application or third party hardware is set up in a validated state Ensure appropriate support agreement with the 3rd party vendor is valid and current, if required Provide all relevant material on server / storage configuration Provide a knowledgeable engineer to help troubleshoot issue Dell Responsibilities Provide a certified engineer with expertise in isolating the software and hardware concerns of the customer. Escalate to listed 3 rd party vendor once the issue is isolated to the 3 rd party product

20 Change Notification Change Notification is a service for customers who have purchased Gold support contracts. This service proactively notifies customers of changes and updates to Dell provided BIOS, firmware, system patches, & systems management software. These updates are delivered through enrollment in Dell s OpenManage CD Subscription Service. Dell OpenManage CD Subscription Service When a customer purchases a Gold support contract on a PowerEdge, PowerVault or PowerConnect product they automatically become eligible to enroll in Dell s OpenManage CD Subscription Service. The cost of this service is included in the cost of the Gold support contract. Customer s are eligible for one subscription for each Gold support contract that they purchase. Their subscription eligibility is for the same term as their Gold contract. Normally they will only need one subscription for any number of servers. Customer s are not automatically enrolled in the program. They have to register for their Subscription Service as described in the section below titled How the program works. Change Notification for Dell/EMC customers is not handled through the Dell OpenManage CD Subscription Service. Dell/EMC customers will be entitled to software update notifications through a separate process that is explained in the Dell EMC Statements of Work. The OpenManage CD subscription Service includes a set of three CD s as follows: The Dell OpenManage Server Assistant CD contains utilities, diagnostics, drivers, and system BIOS updates that you need to operate your Dell PowerEdge server. Using this bootable CD simplifies the setup of your server by automating the system configuration. The Product Documentation CD contains PowerEdge and OpenManage documentation including user s guides, installation and troubleshooting guides, quick install guides and other pertinent documentation. The Dell OpenManage Systems Management CD contains system management instrumentation, agents, and console application programs. How the program works Gold contract order information is captured and transmitted weekly to an outsource subscription service provider. A Dell OpenManage CD Subscription Service welcome letter is sent to the customer notifying them of their entitlement and providing a phone number to register for a Dell OpenManage CD Subscription. A copy of the letter appears below. Customers must register by contacting the service provider on the telephone number detailed in the welcome letter before they will begin receiving the updates. CD Subscription updates are normally delivered quarterly. In most cases, the customer will not receive their first delivery of a CD Subscription until the quarter following the quarter in which they register. 20

21 Dell OpenManage CD Subscription Service for Gold Customers Welcome Letter sample. "Gold CD subscription welcome letter

22 Online Support Dell Gold customers have access to an Internet portal for support information. Dell provides a range of capabilities (described below). The service is provided by Dell as part of the Premier Dell.com program, which also provides the portal for customers sales enquiries and orders. To invoke the service, customers use a login/password and can choose the required service/information from the menu provided. This support capability is available for all entitled Gold customers to access at any time without any usage limitations. The available services are as follows: Premier Page login and registration Support Euro Dell.com Technical Support & service Information Service Call Status Warranty information, system configuration & system documentation Customer will need to register for a Premier Account, if not already registered. Dell Sales Account Manager handles request for new registration. Customer receives login On registration, customer can retrieve and set up profile. Dell provides full access to support site environment (registered country) by accessing the support website Dell provides Downloads, Knowledge Base and System configuration Selected by system type or dependent upon the service tag entered Dell provides access to single or multiple tag service status. (Service call type, ETA contact information), information on current call status, not historical service calls. Data provided is read only Dell provides service status and time left for system with tag number provided by customer Dell provides details of system configuration as shipped from Dell for system with tag number provided by customer Dell provides access to technical specifications, supported components and peripherals and software for Dell systems. Customer Responsibilities Customer must acquire from Dell, and store securely, the login/password for the support functions of their Premier Dell.com page. Dell Responsibilities: Dell shall make reasonable efforts to provide access to the portal and associated services at all times Dell will be responsible for providing up-to-date information on the site 22

23 Gold Support Optional Services To better meet unique requirements, Gold customers can purchase optional on-site troubleshooting resolution packs, remote monitoring services, customer training, on-site engineer, on-site spares and 2-hour response/6- hour repair service. Remote Monitoring Remote monitoring service enables the customer to automatically forward hardware and software faults to the Dell Enterprise Expert Centre for immediate issue creation and response. This level of monitoring can cover over 250 monitored events on Dell PowerEdge Servers, PowerVault Storage, Microsoft Windows NT, Windows 2000 operating systems or combinations of these systems. For systems monitored by the customer, the monitoring station will provide a local alert for proactive service. The customer can contact the Gold Queue or the TAM Team for further assistance in troubleshooting the alert. For Dell monitored systems, the monitoring station will send an alert to Dell technicians who will diagnose the problem, resolve or dispatch either parts and/or technicians to the customer site for proactive repair. In either case, if the customer has the Dell On-site Engineer service, the engineer will be notified for management of the proactive service call. The Remote Monitoring service is designed to increase the uptime of enterprise systems by reducing the time necessary to resolve a technical problem that has either occurred or could occur. The Remote Monitoring Service is available in two levels in order to accommodate various customer configurations and needs. Level 1: Self-Monitoring (Installation only) Level 2: Server\Storage Hardware Alerts Only Level 1: Installation Only Remote Monitoring Installation service involves the installation and proper configuration and orientation training of a standard remote monitoring solution. Standard solutions are available to monitor Dell PowerEdge servers, PowerVault storage, Microsoft Windows NT, Windows 2000 operating systems or combinations of these systems. The standard monitoring solutions are configured to deliver alerts via . These alerts can be delivered to the customer (Level 1), the Enterprise Expert Centre team (Level 2). Customer Responsibilities: 23

24 Purchase or provide and install one dedicated management station and specified software for every 100 nodes to be monitored, based upon the published specification in effect at the time of the order Verify that the management station is/or will be installed into the customer environment prior to the Remote Monitoring Team arriving on site Verify that all nodes that will be monitored are/or will be installed into the customer environment prior to the Remote Monitoring Team arriving at on site Work with CDT to schedule and agree upon dates/time that nodes will be available for remote monitoring set-up Assume responsibility to manage and maintain the management station Provision of the Management station, as per minimum configuration. Dell s Responsibilities: Contact customer and mutually agree upon the Remote Monitoring set-up dates and times Installation process of specified management station Installation process of specified monitored nodes Sign-off upon completion Node Onsite Configuration / Setup Activities (each node): Install / Configure SNMP (reboot) Install / Configure Server Agent (reboot) Perform testing of alert paths Management Station Configuration / Setup Activities: Install / Configure SNMP Install / Configure IT Assistant 6.x Configure Alerts for customer Configure Alerts for Dell Remote Monitoring requirements if higher level of Remote Monitoring is included. Level 2: Hardware (Server\Storage) Alerts Only PowerEdge servers and PowerVault storage will be monitored for faults by a dedicated management station. In the event of a fault, the management station will notify the Dell Enterprise Expert Centre, which will respond with the appropriate action to resolve the fault. Customer Responsibilities: Provide properly formatted alerts to Dell s Enterprise Expert Centre team (all alerts are defaulted to Severity 3). Provision of the Management station, as per minimum configuration. Dell s Responsibilities: Dell will provide an box to receive alerts from monitored systems ( alerts are defaulted to Severity 3) When an alert is received, Dell will call the customer to verify the alert and create an incident record with an assigned Severity level based upon the content of the alert 24

25 Once an incident record is created it is managed based upon Severity level escalations Management Station Minimum Configuration A PowerEdge 25xx or 26xx server with at least the minimum configuration listed below One 550MHz Processors 512GB RAM (minimum) PERC 2 (PERC 3 for 25xx) Single Channel RAID Card Three 9GB Internal Drives DRAC II with Modem CD-ROM 100mbps NIC Keyboard / Mouse 15 VIS Dell 800F Monitor Floppy Drive NT 4 Server; or W2K Server; with appropriate service packs NT Options Pack Dell IT Assistant 6.x MS SQL v6.5 for NT Server NetIQ AppManager Operator Console for Intel NetIQ WEB Access Console 1 Download speeds limited to 53 Kbps. Upload speeds are less (about 30Kbps.) and vary by modem manufacturer and line conditions. Analog phone line and compatible server required. Systems Monitored: All PowerEdge servers that fully support the Dell Server Agent (or HIP) v3.52 or 4.x agents can be monitored. PowerVault 7x0F system using the built in AutoSupport feature PowerVault 650F system using the OpenManage Data Event Monitor utility PowerVault 660F system using Array Manager Notes:Hardware Monitoring can be performed on PowerEdge and PowerVault systems specifically noted with HIP and Server Agent 4.x HIPREAD.TXT or README.TXT files. 25

26 Remote Monitoring Product Reference Table PowerEdge Servers: Product Model Remote Monitoring Remote Monitoring Remote Monitoring Details on Remote Monitoring Capabilities PowerEdge 3xx PowerEdge 1xxx PowerEdge 2xxx PowerEdge 4xxx PowerEdge 6xxx PowerEdge 8450 Hardware Only Hardware & OS Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Hardware, OS & Health Check PowerVault Storage Product Model Remote Monitoring Remote Monitoring Remote Monitoring Details on Remote Monitoring Capabilities Hardware Only Hardware & OS Hardware, OS & Health Check PowerVault 224F Yes N/A N/A SMART alerting, Array Manager via 660F PowerVault 650F Yes N/A N/A Data Event Monitor PowerVault 660F Limited N/A N/A SNMP via Array Manager, separate monitoring station needed PowerVault 630F N/A N/A N/A Data Event Monitor via 650F PowerVault 530F Yes N/A N/A NT4.0 OS, HIP alerting via SNMP PowerVault 735N Yes Yes N/A 2450 Based, HIP alerting via SNMP PowerVault 7x0N Yes N/A N/A Self alerting ( ), no monitoring station required PowerVault 701N Yes N/A N/A Self alerting ( ), no monitoring station required PowerVault 705N Yes N/A N/A Self alerting ( ), no monitoring station required PowerVault 200S Yes N/A N/A SMART alerting, Array Manager via SNMP PowerVault 201S Yes N/A N/A SMART alerting, Array Manager via SNMP PowerVault 210S Yes N/A N/A SMART alerting, Array Manager via SNMP PowerVault 211S Yes N/A N/A SMART alerting, Array Manager via SNMP PowerVault 56F Yes N/A N/A SNMP, MIB from OEM PowerVault 51F Yes N/A N/A SNMP, MIB from OEM PowerVault 35F No N/A N/A PowerVault 136T Yes N/A N/A SNMP, MIB from OEM DLT PowerVault 130T N/A N/A Possible SNMP DLT PowerVault 120T No N/A N/A DLT PowerVault 120T No N/A N/A DDS4 PowerVault 110T No N/A N/A DLT PowerVault 110T No N/A N/A LTO PowerVault 100T No N/A N/A DDS4 26

27 Onsite Troubleshooting This service is for issues with Gold supported systems where the customer cannot go through remote troubleshooting or has limited IT staff to perform remote troubleshooting. Continuity of contact is important, and Dell will endeavour to send an engineer who is familiar with the customer s installation to perform the onsite troubleshooting. This assigned engineer will stay onsite after troubleshooting to complete the repair service. Incidents resolved as part of the Onsite Troubleshooting service will be tracked and reported to the customer in summary as part of the Post Incident Reporting process. Dell will be prepared to provide Onsite Troubleshooting resolutions to the customer within 45 days of the contract being purchased. This Onsite Troubleshooting option is packaged as 3 service calls valid for the 3-year term of standard Gold Support. Dell will offer non-point of sale packs for a further three resolutions, and these will be available for purchase from a Dell sales representative. The Onsite Troubleshooting option can only be ordered in association with Gold support. Process Overview A customer calls Gold Queue Gold Queue dispatches the engineer using EDI interface. The engineer is notified that the call is both a Gold call and an Onsite Troubleshooting call via the EDI link call type. The engineer contacts both the Gold Queue and the customer Gold Queue provides any customer-specific information to engineer, customer provides required ETA. Gold Queue engineer dispatches a kit of likely replacement parts to arrive at the customer site at the same time as the engineer The engineer troubleshoots the issue, replaces failed part (if necessary), communicates the status of the call back to Gold Queue, disengages from the call, and returns any defective parts (if applicable). Customer Responsibilities Make the equipment to be serviced available to technician during the timeframe agreed upon by the customer and the technician Have someone available at the customer site to receive engineer and dispatched parts Take responsibility for giving parts to the engineer and for any received parts until they are given to the technician Have a staff member available to the technician who is knowledgeable of the system s configuration and authorised to make business decisions regarding the system such as rebooting or taking it out of service during the troubleshooting process Provide all software, patches, configuration parameters, and system backups required by technician to reload the operating system as required Supply latest version of subscription CD when needed by technician Provide a dial-up analog line or network access in the work area for Internet and access Backup all system data and to provide adequate security for systems 27

28 Dell Responsibilities When the Gold Queue receives an Onsite Troubleshooting request, the Dell technician qualifies entitlement to service, records details of the call, and dispatches qualified technician to customer s site The Dell Gold Queue will dispatch likely replacement parts concurrent with the dispatch for the Onsite Troubleshooting technician Dell will aim to provide an estimated time for parts to arrive within 30 minutes of receipt of the call On-site Requirements (Hardware): Engineer makes commercially reasonable efforts to respond to the customer location within the timeframes of the existing 2-hour and 4-hour service agreements Engineer will perform necessary troubleshooting and determine required remedy Engineer contacts the Enterprise Expert Centre for additional parts dispatch, if necessary Engineer proves the performance of the Dell systems by running diagnostics with no failures, initiating the operating system kernel, and attaching one client machine Additional proof of performance may include initiating the failing application and demonstrating availability to connect to one client machine related to the failing application. Failing applications may be: , Internet browsers, database programs, or enterprise backup solutions Dell will obtain all permissions/legal signoffs from the customer in order to work on Dell systems, which are attached to or installed in non-dell systems (e.g. installing a Host Bus Adapter (HBA) in a non-dell Server on a Dell SAN). On-site Requirements (Software / Operating Systems): Engineer works to resolve the Windows NT, Windows 2000 or Windows 2000 Advanced Server software problems. Operating System problems are defined as configuration, operations, troubleshooting and user set-up issues. If problems cannot be resolved they will be escalated to the Enterprise Expert Centre for additional troubleshooting according to the standard Gold Severity guidelines. Engineer responds to the customer location to perform troubleshooting services on a down or impacted Dell contracted system Engineer will make a determination of the best steps to use to quickly restore the contracted system to operational status Clarify the symptom with customer with on-site troubleshooting tools and processes Obtain or create an emergency repair disk (rdisk.exe) Ensure customer has obtained recent backup. If backup has not been obtained because problem is with backup subsystem, engineer will contact the Enterprise Expert Centre to discuss options before proceeding with the onsite troubleshooting. The Enterprise Expert Centre or TAM will work with the customer on an acceptable backup solution before the engineer proceeds with the onsite troubleshooting Obtain permission from customer to remove the affected system from production 28