Dell Service Description

Transcription

1 Dell Service Description Dell Cloud Dedicated Remotely Managed Introduction Dell is pleased to provide Dell Cloud Dedicated Remotely Managed service (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. Dell Cloud Dedicated Remotely Managed is designed to maximize the value of your private cloud 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 ). The scope of this service Many organizations want to take advantage of private cloud services, but find there is a steep learning curve associated with each platform or technology. This Service provides affordable access to Dell cloud experts, processes, and tools resulting in greater visibility and control over cloud lifecycle management. IT departments facing cloud infrastructure and service management staffing challenges will benefit from the pro-active and collaborative nature of the Service. Definition of terms These terms are used within this document. OC The oint Of Contact for reporting and logging Incidents. Incident An unplanned interruption to an IT Service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident for example, failure of one disk from a mirror set. riority of Incident The method that Dell uses to rank and prioritize Incidents. The priority determines the order in which Incidents should be attended to. Incident This is a unique Incident identification number that is used to track all Incidents Identification and service requests reported by the Customer or through automatically Number (IID) generated events or alerts. Incident Owner ortal, Self-Service ortal, Dell Cloud ortal Service Management Workflow System The person to whom an IID has been assigned. 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. ortal is available at The request management workflow system that enables certain Customerapproved requestors to submit Incident, systems change and request management workflows to Dell. Inputs to Service Management Workflow System are enabled through service desk as described in Services section. 1 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

2 Table of Contents Dell Cloud Dedicated Remotely Managed... 1 Introduction... 1 The scope of this service... 1 Definition of terms... 1 Service... 3 Service Delivery... 8 Exclusions Offer Specific Customer Responsibilities General Customer Responsibilities Dell Services Terms & Conditions Appendix A Appendix B Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

3 Service Customer chooses private cloud components to be covered by Dell Cloud Dedicated Remotely Managed. Appendix B provides details about supported components: Hypervisor Servers Storage Networking vrealize Services Dell Cloud Dedicated Remotely Managed offers two service coverage levels: Cloud Monitoring and Alerting Advanced Cloud Operations Management This section presents a combined view on the solution features that are included under each different service coverage level. Cloud Monitoring and Alerting Advanced Cloud Operations Management 1. Service desk (Up to 5 Named Contacts) 2. ortal access 3. Customer Delivery Executive (CDE) 4. Alert dashboard 5. Visibility and auditability 6. Cloud monitoring 7. Alert management 8. reventive maintenance 9. Troubleshooting with full remediation 10. Root cause analysis of critical Incidents 11. reventive health checks 12. Move, Add and Changes (MAC) and Service Requests (SRs) 3 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

4 1. Service desk Customer may assign up to 5 named contacts to contact the Service Desk on behalf of the Customer. The Service Desk is a central point of contact for handling Customer issues. Toll-Free number ( ) with intelligent voice response (IVR) available 24x7 at Managed_Cloud_Services@Dell.com 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 remote cloud instances and migrate data across cloud service providers Respond to access issues and requests 2. ortal access It is a multi-tenant Software as a Service (SaaS) solution that delivers IT operations lifecycle management capabilities. Dell Cloud ortal is available at 3. Customer Delivery Executive (CDE) The CDE will serve as the single point of accountability in delivering the Service Establish and manage relationship with identified Customer contacts Understand Customer's needs, as well as make use of Dell resources to bring solutions and innovation to help Customer meet their business objectives Work with the operations team to proactively identify opportunities and continually improve Customer experience Define key measures and periodically review them with Customer ro-actively explain any high severity Incidents, root causes, and resolution efforts Coordinate with service providers, as needed to ensure a unified Dell solution Develop and review cloud plans with Customer including forecast and growth projections 4. Alert dashboard Allows Customer to view and manage alerts, create Incident and problem tickets, and setup automated alert escalations. 5. Visibility and auditability Dell offers complete visibility of tickets and related metrics, including SLAs for response time, resolution time, and ticket post history. Dell also offers monitoring and related statistics, including availability statistics and performance statistics. reconfigured views related to tickets and availability is part of the dashboard view of the ortal. In addition, the ortal presents additional customized views to this data based on various search/selection criteria. The table below shows sample set of pre-generated, on-demand and scheduled set of reports: 4 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

5 Report Category Audit Reports Device Inventory Reports Network Reports reventive maintenance reports Service reports (per client) Report Description regenerated Report On-demand Report Scheduled Report Console Audit Recordings Login History Report Device details report Disk space report Hardware report Software report Storage report Virtualization report Interface errors and discards Interface utilization and traffic I SLA report Network backup summary report Network devices inventory report Network executive report Network Statistics report VOI QoS report WLAN Controller report Disk defragment report EXBA report Application audit report Customer executive report Device details summary report End point security report Ticket notification and resolution times report URL monitoring report 6. Cloud monitoring erformance and Availability Monitoring: instances, infrastructure, and cloud provider (ing and Heartbeat) Track Cloud Inventory: View cloud instances and private infrastructure 7. Alert management Dell team will perform alert correlation, validation, ticket creation, and escalation on Customer behalf. Dell will monitor availability and capacity of covered components. As part of capacity monitoring, Dell will set up alerts based on capacity elements of covered components, including storage, memory and CU used as applicable. 5 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

6 8. reventive maintenance Dell will perform reventive Maintenance activities, including all hardware updates. Dell will coordinate with Customer regarding what updates are being made and the window of time for scheduled updates. Dell will perform a maximum of two network upgrades (more ports, etc.) per calendar quarter. More than two changes per quarter will require a change order. Dell s services as it relates to the network end at the device. Dell will coordinate with the Customer to perform hypervisor software updates as needed or on Customer requests basis. Dell will treat hardware upgrades as a change order and additional costs for hardware and related service will apply. 9. Troubleshooting with full remediation Dell will remotely troubleshoot and fix issues for alerts: After alert validation the ticket will be created and immediately escalated to the appropriate domain expert within Dell in order to troubleshoot and remediate the issues comprehensively Dell will contact hardware vendor tech support for further troubleshooting and full remediation. Customers must have valid vendors maintenance/technical agreement where applicable. Expiration of maintenance/technical support agreement or software and hardware placed into End of Life places limits on services scope. SLAs are as per tech support contract with vendor. It is required that Customer authorize Dell to act on their behalf when coordinating with the vendor s support organization Incidents raised are responded to within the predefined SLA as defined in Appendix A All activities are logged into an ITIL based ticketing system and updated with complete chronology and steps it took to remediate the Incident 10. Root cause analysis of critical Incidents Root cause analysis of critical (Severity Level 1) Incidents (as defined in Appendix A) to identify underlying problem. Dell will work with Customer administrators and end users as applicable in creating and documenting workaround and solutions designed to reduce Incidents. 11. reventive health checks Dell will perform preventive health checks, including performing trend analysis on the volume and nature of Incidents (to include identification of recurring problems) in order to identify areas for improvement, and report on the trend analyses and improvements to Customer. 12. Move, Add and Changes (MAC) and Service Requests (SR) Simple MACs and SRs are supported. MACs and SRs are procedures that are not due to disruption of service (i.e. requests which are not due to any Incidents identified in the infrastructure, monitored event or change requests due to root cause analysis). SRs and MACs are limited to 30 minutes in length and 5 hours per month maximum, per covered instance. SRs and MACs are assigned Severity Level 4 and provided with SLAs as defined in Appendix A. 6 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

7 Below are examples of MACs and SRs by the product: Hypervisor o Change network ports for virtual machines o Add additional VLANs to virtual switches o Add new data stores or storage repositories o Add new virtual disks to existing virtual machines o Best practice analysis of Customer s deployment check consolidation ratio o Restore backup images and test for viability o Install new ESX, Hyper-v, or XenServer o Create and configure new cluster or pools o Decommission unnecessary VMs Servers o Disk clean-ups Storage o Create LUNs and volumes as required o Create aggregates and RAID groups o erform MAC for (a) VLAN & VSAN management, (b) Authentication configurations, (c) User management and (d) DNS management o Add new disks o Configure zones and masks on SAN o Change root volume o Setup new internal replication process o Migrate data between LUNs o Setup file archiving policies o Migrate array data o erform architectural design work for SAN and NAS o Implement or migrate storage deployments Networking o VN user related MAC requests o arameter tuning of existing VN tunnels o Device configuration restore in case of misconfigurations or failed device replacement o Upgrade of firmware for fixing security issues o Configuration change requests (NAT, rules, VLANs, routes, access) o Configuring VNs (e.g. SSL VN), site-to-site, remote access o On-demand bandwidth control requests or as part of remediation o Allow or deny I and ports vrealize Services o Service catalogue and Blueprint management activities o Add/Delete/Modify Tenants o Add blueprints to service catalogues o User creation and edits o assword changes o Workflow management via VCO 7 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

8 Service Delivery Dell Cloud Dedicated Remotely Managed offer the following two operations management types based on ITIL best practices: a. Self-managed: In the Monitoring and Alerting service coverage level, the Customer selfmanages all tasks related to Incident and problem management. The Customer uses the selfservice ortal to log and self-manage all Incidents. In this service coverage level, ITIL best practices are delivered through Cloud Service Desk support. b. Dell managed: In the Cloud Operations Management service coverage level, Dell team members execute the following ITIL-based service operations processes: event management, Incident management and problem management. Event management includes: Alert integration and aggregation Alert validation Alert/event correlation Alert review and analysis Event acknowledgement and initiation of Incident management Incident management includes: Incident handling o Incident classification o Incident prioritization o Incident notification o Incident escalation Service request management including preventative maintenance (scheduled / unscheduled) Change management High criticality Incident management Incident analysis & system root cause analysis roblem management is comprised of advanced level analysis and problem remediation and includes the following tasks: erform alert and Incident analysis to reduce unnecessary noise in the environment erform root-cause analysis to prevent repetitive Incident occurrences Document analysis results for quick remediation in the future Incident rovide insights to service delivery management team on best practice recommendations System Change management for the configuration changes include: Version upgrade, new installations, configuration changes Ticketing system used for tracking all the changes Domain lead approves break fix changes As part of this SOW, Dell will provide management services that are segregated and defined into various Functional Service Areas ( FSAs ). See table below for task level activities for the following FSA: Incident management roblem management 8 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

9 System change management Service request management MAC s (Move, Add, Change) management Report management The following metrics and legends are used to define Dell and Customer responsibilities for each FSA: shall mean perform H shall mean help ( help means assisting the other party in the performance of the applicable Task, as reasonably necessary and required) Services Dell Customer Incident management 1. Develop and maintain the Incident management process. 2. Review Incident management process with Customer and advise appropriate H Customer personnel on relevant aspects of the process. 3. Implement the Incident management process as follows: 3.1. Verify Incidents contain accurate information and are routed correctly. H 3.2. Verify the process is flexible and facilitates coordination across functions, H Customer facilities, Customer end users, and other third-party vendors providing services to Customer Establish end-to-end responsibility with respect to Dell-provided and H managed equipment and software as it relates to the ownership of each Incident directly related to the Services Minimize business impact of Incidents by timely resolution, allowing performance against Service Levels ( SLAs ) to be accurately measured and to provide management information on aspects of Services quality Clearly define and develop different levels of support with specific identification of roles, responsibilities, and skills required for each Severity Level Maintain a process improvement methodology that is an ongoing activity; such as, a continuous process implemented to achieve quality improvements. 4. Track and manage Incidents as follows: 4.1. Categorize and document the Severity Level of each Incident erform troubleshooting, accurately documenting steps taken, identifying, and resolving Incidents Indicate clear accountability for Incidents Refer Incidents that do not arise of directly relate to the Services to the appropriate entity for resolution in a timely manner Coordinate Incident tracking efforts and notification to Customer through ortal until Incident resolution 4.6. Manage Incidents from a business perspective in order to give businesscritical Incidents and events the correct priority consistent with the Severity Level definitions; determine the business impact of Incidents as such relate to the Services Adhere to the Incident management process roblem management 9 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

10 Services Dell Customer 1. Develop and maintain a problem management process 2. Review problem management process with Customer and advise appropriate H Customer personnel on relevant aspects of the process. 3. Implement the problem management process as follows 3.1. erform trend analyses on the volume and nature of Incidents (to include identification of recurring problems) in order to identify areas for improvement, and report on the trend analyses and improvements to Customer Determine and resolve problems that stem from Severity Level 1 Incidents and Incidents that cause a recurring SLA default through root cause analysis rovide access to and cause Customer end users to participate with Dell in H determining and resolving problems through root cause analysis Create and document workarounds and solutions designed to reduce H Incidents rovide access to and cause Customer end users to participate with Dell in H creating and documenting workarounds and solutions designed to reduce Incidents rovide reporting as requested for reports available Review root cause analysis and recommendations provided by Dell Adhere to the problem management process. System change management procedure 1. Develop and maintain a system change management procedure, to be consistent with requirements identified, if any. 2. Review system change management process with Customer and advise appropriate Customer personnel on relevant aspects of the process. 3. Implement the system change management procedure as follows: 3.1. Except in the case of an emergency, host a regular business and technical review prior to implementation of a systems change Authorize, coordinate, control, and manage systems changes to Dell H equipment and Dell software, including systems changes to individual components thereof Establish a process designed to minimize risk, cost, and business disruption to the Services by minimizing Incidents as a result of a systems change Make systems changes in accordance with the system change management procedure and provide information regarding any systems changes performed without proper authorization or contrary to the system change management procedure Collect data on systems change attempted, recording cause of incidents or reason for request, measures taken to prevent recurrence of an incident, and a summary of systems changes, and report the information to Customer, including backed out systems changes Make temporary systems changes in an emergency, but only (i) to the extent necessary to address or cure the emergency, and (ii) if Dell has been unable to obtain Customer approval, provided that all reasonable efforts have been made to obtain such approval and the emergency systems changes are documented and promptly reported to Customer. 10 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

11 Services Dell Customer 3.7. Confirm that the system change management procedure achieves a set of clearly defined objectives, including: Implementation of systems changes Clear accountability Minimization of risk 3.8. Except as provided above for an emergency, submit proposed systems changes in advance to Customer. At a minimum, each submitted proposed systems change will contain the following: Description of the proposed systems change urpose and justification for the proposed systems change List of Services and functional service areas (FSAs) and groups potentially affected by the proposed systems change roposed schedule, including implementation date(s) and approximate time(s) H for determination of any existing conflict with business events roposed implementation procedures Rating of the potential risk, business impact, and/or complexity of the proposed systems change Comprehensive end-to-end test plan (including clear systems change acceptance criteria); notification and escalation lists; and work-around plans when possible Comprehensive back-out plan and procedures (with specific criteria to initiate the execution of the back-out plan) 4. Adhere to the system change management procedure. Service Request management 1. Develop and maintain a Service Request management process. 2. Review Service Request management process with Customer and advise appropriate Customer personnel on relevant aspects of the process. 3. Implement the Service Request management process as follows: 3.1. Service Requests are assigned Severity Level 4, exceptions will be considered based on workload and business priority provided by Customer 3.2. ropose Service Requests to Dell. At a minimum, each submitted Service Request will contain the following: Description of the Service Request urpose and justification for the Service Request Name of Customer authorized requestor 4. rovide web-based tool for Customer authorized requestors to enter and monitor Service Requests. 5. Adhere to the request management process. MACs (Move, Add, Change) Management 1. Coordinate, schedule, perform and/or manage the installation of new equipment or software in accordance with the system change management procedure. H 2. Assist Customer as requested with installation of new equipment or software in accordance with the system change management procedure. 3. Coordinate, schedule, perform and/or manage preventative maintenance on covered equipment in accordance with vendor recommendations, IT practices 11 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

12 Services Dell Customer and the system change management procedure. 4. Assist Dell as requested to coordinate, schedule, perform and/or manage preventative maintenance in accordance with vendor recommendations, IT practices and the system change management procedure. 5. Coordinate, schedule, perform and/or manage MACs upon request and subject to the system change management procedure and/or change control procedures. 6. Assist Dell as requested to coordinate, schedule, perform and/or manage MACs in accordance with the system change management procedure. 7. Adjust configuration options, as required, for installation. H 8. Request Customer signoff that material MACs were completed successfully according to the system change management procedure. 9. Signoff that material MACs were completed successfully according to the system change management procedure. 10. Update all appropriate databases/documentation (for example, Incident tickets, system change management procedure documentation/reports, or CMDB). Report Management 1. roduce and deliver reports in accordance requirements in this SoW. 2. Review reports and follow-up with Dell, as necessary. 3. Correct erroneous information contained in reports. 4. Reproduce reports and redistribute, if necessary. Exclusions For the avoidance of doubt, the following activities are not included in the scope of this Service Description: Any services, tasks or activities other than those specifically noted in this Service Description. The development of any intellectual property created solely and specifically for the Customer. If Customer chooses to use its own element managers or management platforms, and integrate with the Self Service ortal, all limitations of those platforms will carry over. If Customer has non-standard architectures, does not follow industry best practices, or has insufficient capacity on their devices, Dell service commitments will be restricted to response SLA only. If Customer has non-standard environments, unsupported by the technology principals, Dell will not provide resolution SLA. If Customer does not implement Dell recommendations for reducing alert and Incident noise, service level commitments on those devices will not apply. Service level commitments will not apply to environments that are not current on recommended patch and firmware versions. Service level commitments do not apply to those devices that are out of currency on patch levels because of application requirements. Dell will not be responsible for defects or malfunctions in third party software encountered during the process of troubleshooting, resolving, patching, upgrading or performing any other related service. Customizations to monitoring templates are subject to review and acceptance by Dell. 12 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

13 Service packs, updates, drivers, classification of patches are not included in default installation of patches. Customer can request installation of these updates by creating a new request to Dell A genuine license is responsibility of Customer This Service Description does not confer on Customer any warranties which are in addition to the warranties provided under the terms of your master services agreement or Agreement, as applicable. The following activities are out of scope for the Services by component: Servers o New server deployment, provisioning, configurations, and migrations o Architect, design, re-design, and/or migrate servers and/or data to a new site, remote office, or branch office o Server infrastructure changes Virtualization o Version upgrades o New installation and configuration o Manage storage repositories - e.g. (a) resize storage repositories (b) destroy storage repositories (c) convert local fibre channel storage repository to shared storage repository (d) move virtual disk images between storage repositories (e) reclaim space on snapshots, deletion, etc., o Backup and restore hosts and VMs, including metadata Storage o Setup of new internal replication process o Migration of data between LUNs o Setup of file archiving policies o Activities typically performed by Customer directly: Swap out hard drives Re-shelve drive enclosures Re-wire storage array to SAN or back-end storage o Migrate arrays (data) o erform architectural design work on SAN and NAS o erform implementation or migration of storage Networking Infrastructure o New device deployment, provisioning, configurations, and migrations o New site architect/design/re-design/migration of network infrastructure, remote office or branch office o New firewall rules and routing table modifications o DNS changes and I allocations o Network topology changes vrealize Services o Support for advance service designer Creation of new workflows Third party integrations for workflow management 13 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

14 Integrations with other software & AI s Offer Specific Customer Responsibilities Customer will support onboarding activities set forth herein for the Service. Onboarding activities include: Customer Requirements gathering Validation of configuration data and system integrations as applicable Review initial alert threshold values rovide escalation and notification contacts Customer will provide timely access to Customer resources, including but not limited to, virtualization administrators and engineering and project management. Dell and the Customer will agree on standard access protocols. Customer is responsible for all design and implementation of network security settings and requirements definitions. Customer is responsible for all application development and management and performance monitoring and all database development and management. Customer is responsible for managing its virtual environment. Customer is responsible for any changes/modifications/deletions to Customer s virtual environment. General Customer Responsibilities Authority to grant access. Customer represents and warrants that it has obtained permission for both Customer and Dell to access and use, whether remotely or in-person, Customer-owned or licensed software, hardware, systems, the data located thereon and all hardware and software components included therein, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks Dell to perform these Services. Customer cooperation. Customer understands that without prompt and adequate cooperation, Dell will not be able to perform the Service or, if performed, the Service may be materially altered or delayed. Accordingly, Customer will promptly and reasonably provide Dell with all cooperation necessary for Dell to perform the Service. If Customer does not provide reasonably adequate cooperation in accordance with the foregoing, Dell will not be responsible for any failure to perform the Service and Customer will not be entitled to a refund. Data Backup. Customer will complete a backup of all existing data, software and programs on all affected systems prior to and during the delivery of this Service. Customer should make regular backup copies of the data stored on all affected systems as a precaution against possible failures, alterations, or loss of data. DELL WILL HAVE NO LIABILITY FOR: ANY OF YOUR CONFIDENTIAL, RORIETARY OR ERSONAL INFORMATION; LOST OR CORRUTED DATA, ROGRAMS OR SOFTWARE; DAMAGED OR LOST REMOVABLE MEDIA; THE LOSS OF USE OF A SYSTEM OR NETWORK; AND/OR FOR ANY ACTS OR OMISSIONS, INCLUDING NEGLIGENCE, BY DELL OR A THIRD-ARTY SERVICE ROVIDER. Dell will not be responsible for the restoration or reinstallation of any programs or data. 14 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

15 Third party warranties. These Services may require Dell to access hardware or software that is not manufactured by Dell. Some manufacturers' warranties may become void if Dell or anyone else other than the manufacturer works on the hardware or software. Customer will ensure that Dell's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer. Dell does not take responsibility for third party warranties or for any effect that the Services may have on those warranties. 15 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

16 Dell Services Terms & Conditions This Service Description is entered between you, the Customer ( you or Customer ), and the Dell entity identified on your invoice for the purchase of this Service. This Service is provided subject to and governed by Customer s separate signed master services agreement with Dell that explicitly authorizes the sale of this Service. In the absence of such agreement, depending on Customer s location, this Service is provided subject to and governed by Dell s Cloud Solutions Agreement (as applicable, the Agreement ). lease see the table below which lists the URL applicable to your Customer location where your Agreement can be located. The parties acknowledge having read and agree to be bound by such online terms. Terms & Conditions Applicable to Your urchase of Dell Services Customer Customers urchasing Customers urchasing Dell Services Location Dell Services Directly From Dell Through an Authorized Dell Reseller United States Dell.com/cloudterms Dell.com/cloudterms Canada dell.ca/terms (English) dell.ca/conditions (French-Canadian) dell.ca/terms (English) dell.ca/conditions (French-Canadian) Latin America & Caribbean Countries Mexico: Your terms and conditions of sale will be sent to you along with your quote Not applicable Asia-acific- Japan Europe, Middle East, & Africa Available on request France: dell.fr/conditionsgeneralesdevente Germany: dell.de/geschaeftsbedingungen UK: dell.co.uk/terms Service Descriptions and other Dell service documents which you may receive from your seller shall not constitute an agreement between you and Dell but shall serve only to describe the content of Service you are purchasing from your seller, your obligations as a recipient of the Service and the boundaries and limitations of such Service. As a consequence hereof any reference to Customer in this Service Description and in any other Dell service document shall in this context be understood as a reference to you whereas any reference to Dell shall only be understood as a reference to Dell as a service provider providing the Service on behalf of your seller. You will not have a direct contractual relationship with Dell with regards to the Service described herein. For the avoidance of doubt any payment terms or other contractual terms which are by their nature solely relevant between a buyer and a seller directly shall not be applicable to you and will be as agreed between you and your seller. Service Descriptions and other Dell service documents which you may receive from your seller shall not constitute an agreement between you and Dell but shall serve only to describe the content of Service you are purchasing from your seller, your obligations as a recipient of the Service and the boundaries and limitations of such Service. As a consequence hereof any reference to Customer in this Service Description and in any other Dell service document shall in this context be understood as a reference to you whereas any reference to Dell shall only be understood as a reference to Dell as a service provider providing the Service on behalf of your seller. You will not have a direct contractual relationship with Dell with regards to the Service described herein. For the avoidance of doubt any payment terms or other contractual terms which are by their nature solely relevant between a buyer and a seller directly shall not be applicable to you and will be as agreed between you and your seller. Customer further agrees that by renewing, modifying, extending or continuing to utilize the Service beyond the initial term, the Service will be subject to the then-current Service Description available for review at Dell.com/servicedescriptions/global. To the extent that any terms of this Service Description conflict with any terms of the Agreement, the terms of this Service Description will prevail, but only to the extent of the specific conflict, and will not be read or deemed to replace any other terms in the Agreement which are not specifically contradicted by this Service Description. 16 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

17 By placing your order for the Services, receiving delivery of the Services, utilizing the Services or associated software or by clicking/checking the I Agree button or box or similar on the Dell.com website in connection with your purchase or within a Dell software or Internet interface, you agree to be bound by this Service Description and the agreements incorporated by reference herein. 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, in 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 Order Form. 17 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

18 Supplemental Terms & Conditions Applicable to Cloud & SaaS Services 1. Term of Service. This Service Description commences on the date listed on your Order Form and continues through the term ( Term ) indicated on the Order Form. As applicable, the number of systems, licenses, installations, deployments, managed end points or end-users for which Customer has purchased any one or more Services, the rate or price, and the applicable Term for each Service is indicated on Customer s Order Form. Unless otherwise agreed in writing between Dell and Customer, purchases of Services under this Service Description must be solely for Customer s own internal use and not for resale or service bureau purposes. 2. Important Additional Information A. ayment for Hardware urchased With Services. Unless otherwise agreed to in writing, payment for hardware shall in no case be contingent upon performance or delivery of cloud or SaaS services purchased with such hardware. B. Optional Services. Optional services (including point-of need support, installation, consulting, managed, professional, support, security or training services) may be available for purchase from Dell and will vary by Customer location. Optional services may require a separate agreement with Dell. In the absence of such agreement, optional services are provided pursuant to this Service Description. C. Assignment. Dell may assign this Service and/or Service Description to qualified third party service providers. D. Geographic Limitations and Relocation. This Service is not available at all locations. Service options, including service levels, technical support hours, and on-site response times will vary by geography and certain options may not be available for purchase in Customer s location, so please contact your sales representative for these details 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. A printed hardcopy of Dell s terms and conditions of sale is also available upon request. 18 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

19 Appendix A Service Level Agreements (SLA) Dell will follow SLA based service delivery model. The Customer should inform Dell of any device addition/deletion, or changes to environment that might impact the SLA. The sources of alerts are either from the monitoring system or from user requests entered via the ticketing system, phone calls or s. Resolution SLAs are void for those cases that are escalated to vendor tech support/ hardware vendor / IS / third party vendors Resolution SLA timer is paused during the following ticket statuses: (a) Waiting for Client (b) On-Hold (c) Under Observation (d) Resolved Individual Customer environments and processes influence service level compliances. In cases where the above SLAs cannot be met, Dell will publish those details during the pretransition/planning phases SLAs will be effective after 90 days of steady state operations or as published during pretransition phases erformance SLAs During the term of the applicable service between Dell and Customer and following the billing start date, Dell will use commercially reasonably efforts to acknowledge and resolve Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents in accordance with the below-listed service levels. If we do not meet a erformance SLA, and so long as your account with Dell is current and not suspended, you may be eligible to receive the below-listed performance credit. Dell will use reasonably suitable monitoring tools to collect and report on erformance SLA data. Definitions: The following definitions apply to these erformance SLAs. Measurement eriod means the time during, or frequency by which, a erformance SLA is measured. Reporting eriod means the periodic evaluation and reporting frequency for each individual erformance SLA. Resolution Time means the elapsed time between (i) the moment a service ticket is opened in the Dell Service Management Workflow System, until (ii) the moment the service ticket is closed in accordance with the Dell procedures manual because (A) the Incident is resolved and Customer has not provided an accurate notification to Dell that the Incident has not been resolved; or (B) a temporary solution that addresses all of the material aspects of the Incident (a Workaround ) is provided. Severity Level 1 shall mean any reported Incident that has high visibility, materially impacts the ability to perform business operations, and for which there is no Workaround solution (for example, a network outage). Severity Level 1 Incident Acknowledgment Time shall mean the elapsed time between submission of a Severity Level 1 Incident in the Service Management Workflow System and the acceptance by a 19 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

20 technician through the Service Management Workflow System of an assignment to address the Incident. Severity Level 2 shall mean any reported Incident that has high visibility, materially impacts the ability to perform business operations. A workaround is available, however, performance may be degraded or functions limited (for example, a router is down, however, traffic is re-routed with degraded performance). Severity Level 2 Incident Acknowledgment Time shall mean the elapsed time between submission of a Severity Level 2 Incident in the Service Management Workflow System and the acceptance by a technician through the Service Management Workflow System of an assignment to address the Incident. Severity Level 3 shall mean any single infrastructure component is moderately affected or completely inoperable. The Incident typically has limited business impact (for example, a management blade is down, part of the database cluster is inoperable). Severity Level 3 Incident Acknowledgment Time shall mean the elapsed time between submission of a Severity Level 3 Incident in the Service Management Workflow System and the acceptance by a technician through the Service Management Workflow System of an assignment to address the Incident. Severity Level 4 shall mean any single infrastructure component is moderately affected or is partially inoperable or can continue to operate as long as a Workaround procedure is followed. The Incident has limited business impact (for example, a customer report is formatted incorrectly). Severity Level 4 Incident Acknowledgment Time shall mean the elapsed time between submission of a Severity Level 4 Incident in the Service Management Workflow System and the acceptance by a technician through the Service Management Workflow System of an assignment to address the Incident. Incident acknowledgement time SLA Objective Measures the aggregate acknowledgment time for Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents. Method Data Capture Incident records in the Service Management Workflow System are used to determine the total number of Severity Level 1, Severity Level 2, Severity 3 and Severity 4 Incidents during a reporting period, the time each Incident is received, and the elapsed time between submission of each Severity Level 1, Severity Level 2, Severity 3 and Severity 4 Incident in the Service Management Workflow System and the acceptance by a technician through the Service Management Workflow System of an assignment to address the Incident. Responsibility 20 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

21 Reporting eriod Management eriod Values Minimum Service Level Other Calculation erformance Credit Monthly Monthly Service Metric Metrics: Severity Level 1 Incident Acknowledgement Time fifteen (15) minutes Severity Level 2 Incident Acknowledgement Time thirty (30) minutes Severity Level 3 Incident Acknowledgement Time eight (8) business hours Severity Level 4 Incident Acknowledgement Time thirty-six (36) business hours In the aggregate, 95% or more of Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents are acknowledged within, respectively, the Severity Level 1 Incident Acknowledgement Time, the Severity Level 2 Incident Acknowledgement Time, the Severity Level 3 Incident Acknowledgement Time and the Severity Level 4 Incident Acknowledgement Time. If Dell fails to acknowledge an Incident within the applicable minimum service level timeframe set forth above, but subsequently resolves such Incident within the applicable minimum service level timeframe for Incident resolution, Dell may exclude the Incident from its calculation of the minimum service level. (Number of total Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents acknowledged, respectively, within the Severity Level 1 Incident Acknowledgement Time, the Severity Level 2 Incident Acknowledgement Time, the Severity Level 3 Incident Acknowledgement Time and the Severity Level 4 Incident Acknowledgement Time divided by the total number of Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents) * 100 If Dell does not achieve the minimum service level, Customer will be entitled to a erformance Credit in the amount of 2% of the charges billed in the month of the occurrence. Incident resolution time SLA Objective Measures the Dell resolution time for the resolution of Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents. Method Data Capture Incident tracking will be recorded and reported using Service Management Workflow System. Severity Level 1 and Severity Level 2 Incidents are to be worked 24 hours a day, 7 days a week until Workaround or Services restoration is achieved. Reporting eriod Management eriod Monthly Monthly Responsibility Service Metric 21 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

22 Values Exclusions Minimum Service Level Calculation erformance Credit Metrics: Resolution Time Severity Level 1 four (4) hours Resolution Time Severity Level 2 eight (8) hours Resolution Time Severity Level 3 three (3) business day(s) Resolution Time Severity Level 4 ten (10) business day(s) Resolution Time does not include the time that Incident management tickets are in suspend mode because of hand-off to Customer or Customer s vendors. Incidents determined to be within Customer s responsibility to resolve are excluded from the calculation. In the aggregate, 95% or more of Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 Incidents are resolved within the applicable Resolution Times. (Number of total Incidents at Severity Level 1, Severity Level 2, Severity Level 3 and Severity Level 4 closed within the applicable Resolution Time or properly downgraded by Dell to a lower Severity Level within the applicable Resolution Time, divided by number of the total Incidents at Severity Levels 1, 2, 3 and 4) * 100 If Dell does not achieve the minimum service level, Customer will be entitled to a erformance Credit in the amount of 2% of the charges billed in the month of the occurrence. Claim rocedures and Credit Limitations Claim rocedure: To receive a erformance Credit, Customer is responsible for making a claim alleging Dell s failure to achieve the applicable SLA within 30 days of the last date of the reported downtime. The claim must be sent to the account Customer Executive or Delivery Manager. The claim must include the following information: Customer s name; the name of the Service to which the claim relates (Dell Cloud Dedicated Remotely Managed) Name, address and telephone number of the appropriate Customer contact SLA that was not achieved Any erformance Credit that Dell may owe will be applied to rates due for the Service, and will not be paid as a refund. If a single Incident results in multiple acknowledgement time or resolution time defaults (as determined through the Dell root cause analysis), Customer shall receive only the highest erformance Credit applicable to such Incident. All claims for erformance Credit are subject to review and verification by Dell, and all remedies will be based on Dell s measurement of its performance of the applicable Service and decisions will be final. Customer s sole remedy, and Dell s sole liability, with respect to Dell s inability to meet an SLA are the erformance Credits described above and Customer explicitly disclaims any and all other remedies, whether in law or equity. 22 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015

23 Appendix B Scope Appendix B provides the list of supported components. SKU Description Category Vendor Model Server Dell oweredge, M1000e Chassis Hypervisor VMware VMware vsphere ESXi, VI Foundation/ Standard/ Enterprise/ Enterprise lus Dell EualLogic S Series, Compellent SC8000 and Series 40 Force 10 MXL with FC IO Modules Storage EMC VNX NetApp 3xxx Series Cisco Nexus 5596U Brocade M8428k blade chassis switch, 6520, 6510, M5424 F10 S4810 LAN Switches Dell MXL owerconnect M8024, M8428-k Network Devices Cisco Catalyst Switches 65xx Nexus 7000, 5000 Network Security ASA 5500 series Load Balancers F5 load balancers only* IAM Infoblox and BlueCat vcac (Identity Server, vcac appliance, vrealize Services VMware IaaS server) versions 6.0 & above VCO versions 5.5 & above 23 Dell Cloud Dedicated Remotely Managed v1.0 October 15, 2015