This specific set of services is designed to support the operating of the SAP HANA on the Power Systems infrastructures.

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1 IBM Proactive Services Proactive Services Price Index 1. Subject The following document is a list of the available Proactive Services which can be purchased by Clients under the Proactive Services Framework utilizing IBM ServiceCoins as payment. 2. Introduction For each service included in this document a short description is provided. Further detailed services descriptions can be found in the corresponding Service Option Attachments (SOA s). Some Proactive Services may require certain prerequisites and planning assumptions. Each of the Proactive Services provided have an associated charge in terms of a number of IBM ServiceCoins based upon the scope and any standard configurable options as listed in this Price Index. How to obtain access to the Proactive Service is described in section Services -Total Support for SAP HANA on Power Systems This specific set of services is designed to support the operating of the SAP HANA on the Power Systems infrastructures. 3.1 Proactive Services for SAP HANA on Power Remote Service list Proactive System Check for SAP HANA on Power Systems Infrastructure Microcode & Release Management for SAP HANA on Power Systems Infrastructure General Requirement The prerequisite for the Proactive Services for SAP HANA on Power Systems is: Solution Support Base Module for SAP HANA on Power Systems The execution of the Proactive Services must be planned at least three weeks in advance and will be agreed between the Client and IBM (rst). Once ordered, Client must provide necessary input to enable completion of the Proactive Services within 90 days. Proactive Services not completed within 90 days due to client s noncompliance with its obligations will be forfeited, including any ServiceCoins used to purchase the Proactive Service Proactive System Check for SAP HANA on Power Systems Infrastructure Description IBM will perform a single remote system check of the infrastructure stack Based on Clients needs and the areas of the infrastructure of SAP HANA implementation which require a Proactive System Check for SAP HANA on Power Systems Infrastructure applied (Linux Partitions, virtualization with PowerVM and the Power System Hardware and /or Hardware Management Console (HMC).) the service can be tailored to the individual needs of a Client based on the following input: Quantity of Linux partitions to be checked (minimum 1) Virtualization with PowerVM yes/no Power System Hardware and /or HMC 0/1/2 Service Charge Charges in terms ServiceCoins required, can be calculated in inputs to the below table:

2 3.1.4 Microcode and Release Management for SAP HANA on Power Systems Infrastructure Description The Microcode and Release Management for SAP HANA on Power Systems Infrastructure provides optimized release recommendations based on the individual Client environment. Based on the Client s needs, and the areas of SAP HANA infrastructure which require a Microcode and Release Management for SAP HANA on Power Systems Infrastructure service applied (Linux partitions, virtualization with PowerVM, Power System Hardware and /or Hardware Management Console (HMC)) the service can be tailored to the individual needs of a Client based on the following inputs: Quantity of Linux partitions to be checked (minimum 1) Virtualization with PowerVM yes/no Power System Hardware and /or HMC 0/1/2 Service Charge Charges in terms of ServiceCoins required, can be calculated based on the inputs in the below table:

3 3.2 Proactive Services for SAP HANA on Power Onsite Service list Onsite Health Check for SAP HANA on Power Systems Infrastructure General Requirement Prerequisite Services for the Onsite Proactive Services for SAP HANA on Power: Solution Support Base Module for SAP HANA on Power Systems The execution of the onsite proactive services must be planned at least four weeks in advance and will be agreed between the Client and IBM (rst). Once ordered, Client must provide necessary input to enable completion of the Proactive Services within 90 days. Proactive Services not completed within 90 days will be forfeited, including any ServiceCoins used to purchase the Proactive Service Onsite Health Check for SAP HANA on Power Systems Infrastructure Description This service will provide an onsite Power Systems infrastructure health check for the SAP HANA environment. This service will be performed by a consultant onsite assessment of the SAP HANA on Power Systems hardware and software stack, networking solution configuration, and the review and presentation of a post health check document with the Client Service Charge The service charge for this Service is: 4. Request for Service In order to request a Proactive Service, Client s PTCs needs to call the IBM rst and request the appropriate service from the Proactive Services Price Index document. The rst will validate the ServiceCoin charge required and determine if sufficient ServiceCoins are available, identify with the Client s PTC the required data to be collected prior to the service, the access required (if any) to Client s systems and facilities, discuss the roles and responsibilities required to complete the service and mutually agree upon a time in which the selected Proactive Service should be completed. 5. Miscellaneous The contract conditions defined in the Order Form and in the SOW Proactive Services Framework apply.

4 Microcode Management Power System The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module The Microcode Management Power System provides a set of microcode recommendations based on the individual Client s supported Power Systems environment. IBM will perform, based on data provided by the Client, a remote analysis and verification of the microcode levels currently installed on the Eligible Machines to determine if the levels are current, taking into account any dependencies between the operating system and driver levels as appropriate. The remote analysis and verification does not include coverage for the connected network components. Such network component analysis and verification will need to be handled via a separate services agreement. 2. IBM Responsibilities The rst will perform an initial call with the Client s PTC to obtain an overview of the Power System hardware for which the service will be performed and identify the data to be collected, understand the roles and responsibilities, and mutually agree upon a time in which the analysis should be completed. IBM, upon completion of the of the remote microcode review, will document and deliver a report with a proactive list of recommendations and suggested updates to the microcode. The IBM Specialist will contact the Client s PTC to remotely review the results as documented in the report. 3. IBM Services Description The analysis will be performed by IBM. This consists of the following: analysis of hardware log files relative to microcode; operating system linkages; microcode and driver versions; and host bus adapters (HBA), if connected to the system identification of known defect situations with microcode; error identification and corrections; and circumventions or recommended configuration changes.. 4. General Client Responsibilities Client will: provide IBM with the data necessary to complete the remote microcode review; review the recommendations made by IBM upon completion of the review; and implement the recommended changes to the microcode. Any additional remote microcode reviews will be performed for an additional charge and such charges will be issued through a new Order Form.

5 Release Management Infrastructure Software The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module The Release Management for Infrastructure Software service addition provides optimized release recommendations based on the individual Client s supported environment. IBM will perform, based on data provided by the Client, a remote analysis and verification of the code levels of Eligible Programs currently installed on the Eligible Machines to determine if the levels are current, taking into account the appropriate dependencies of other software components. The remote analysis and verification does not include coverage for the connected network components. Such network component analysis and verification will need to be handled via a separate services agreement. 2. IBM Responsibilities The rst will perform an initial call with the Client s PTC to obtain an overview of the infrastructure software used within the Client s Power Systems environment for which the service will be performed. and understand the data to be collected, understand the roles and responsibilities and mutually agree upon a time in which the analysis should be completed. IBM will, upon completion of the remote code level reviews, also document and deliver electronically a report to the PTC which includes a list of recommended releases and program updates to the infrastructure software. The IBM Specialist will contact Client s PTC to review the results of the remove review as documented in the report. 3. IBM Services Description The analysis will be performed by IBM and include the following: generation of a system overview; analysis of software log files; validation of software maintenance levels; and identification of known defect situations with Eligible Programs; error corrections; and circumventions or recommended configuration changes. 4. General Client Responsibilities Client will: provide IBM with the data necessary to complete the remote review; review the recommendations made by IBM upon completion of the review; and implement the recommended changes to the infrastructure software. Any additional remote reviews of the infrastructure software will be performed for an additional charge and such charges will be issued through a new Order Form.

6 Health Check Power Linux The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module IBM will perform a single remote health check of the Linux operating system running on IBM Power hardware. Such a health check will set a baseline for how the Linux environment has been implemented, allows IBM to understand what changes have arisen with regard to the respective technical requirements and the Linux configuration over time, and understand how the supported Linux is operated by Client. 2. IBM Responsibilities The Remote Solution Team (rst) will perform an initial call with Client s PTC to obtain an overview of the Linux infrastructure for which the Service will be performed and identify the data to be collected, understand the roles and responsibilities, and agree upon a time in which the health check should be completed. IBM, upon completion of the health check, will create and deliver a report with a list of proactive recommendations and suggested maintenance or configuration updates which will be sent to the PTC electronically. The IBM Specialist will contact Client s PTC to remotely review the results of the health check as documented in the report. 3. IBM Services Description The health check will be performed by IBM and consist of the following: generation of a system overview of the supported Linux configuration; analysis of Linux log files; identification of errors and potential problems with the Linux operating system; validation if known defect situations are occurring, provide to Client error corrections; and/o circumventions or recommended configuration changes; review of Client s Linux configuration; analysis of the configuration parameters used; and provide recommendations for optimization of the Linux environment by providing fix recommendations and/or suggested configuration changes. review system usage and error tolerances being logged; simplified check of system utilization from a Linux view; and general check of network and storage connectivity for Linux. 4. General Client Responsibilities Client agrees to: provide IBM with the data required to complete the health check pursuant to the supplied instructions review the recommendations made by IBM upon the completion of the health check; and implement the recommended changes to the Linux configuration Any additional health checks will be performed for an additional charge and such charges will be issued through a new Order Form.

7 Health Check PowerVM Remote The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module IBM will perform a single remote health check of the virtualized system with PowerVM. Such a health check will set a baseline for how the environment has been implemented to allow IBM to understand what changes have arisen with regard to the respective technical requirements and the configuration over time, and understand how the supported PowerVM virtualization is operated. 2. IBM Responsibilities The rst will perform an initial call with the Client s PTC to obtain an overview of the PowerVM virtualization infrastructure for which the Service will be performed and identify the data to be collected, understand the roles and responsibilities, and mutually agree upon a time in which the health check should be completed. IBM, upon completion of the health check, will document and deliver a report with a proactive list of recommendations and suggested maintenance or configuration updates which will be sent to the PTC electronically. The IBM Specialist will contact the Client s PTC to remotely review the results of the health check as documented in the report. 3. IBM Services Description The health check will be performed based on IBM knowledge. This consists of the following: generation of a system overview of the PowerVM analysis of PowerVM log files identification of errors and potential problems; and review of potential pervasive errors being logged and impact to the virtualized environment; Identification of known defect situations with PowerVM as it links to the Linux operating system error identification and corrections; and configuration reviews; circumventions or recommended configuration changes; and review the Virtual I/O Server layer (VIOS) and its linkages to/power VM; VIOS environmental setup validation; and provide proactive recommendations to correct issues found and prevent further problems in the future. 4. General Client Responsibilities Client agrees to: provide IBM with the data required to complete the health check pursuant to the supplied instructions review the recommendations made by IBM upon the completion of the health check; and implement the recommended changes to the PowerVM virtualization. Questions regarding the recommendations may be submitted to IBM as required. Any additional health checks will be performed for an additional charge and such charges will be issued through a new Order Form.

8 Health Check Power System The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module IBM will perform a single remote health check for IBM Power Systems hardware. Such a health check will set a baseline for how the IBM Power hardware environment has been implemented, allows IBM to understand what changes have arisen with regard to the respective technical requirements and the hardware configuration over time, and understand how the supported IBM Power hardware environment is operated by Client. 2. IBM Responsibilities The Remote Solution Team ( rst) will perform an initial call with Client s PTC to obtain an overview of the IBM Power hardware infrastructure for which the Service will be performed and identify the data to be collected, understand the roles and responsibilities, and agree upon a time in which the health check should be completed. IBM, upon completion of the health check, will document and deliver a report with a proactive list of recommendations and suggested maintenance or configuration updates which will be sent to the PTC electronically. The IBM Specialist will contact Client s PTC to remotely review the results of the health check as documented in the report. 3. IBM Services Description The health check will be performed by IBM and will consist of the following: generation of a systems overview of the supported IBM Power configuration analysis of log files identification of errors and potential problems with key hardware components such as CPU, memory, power supply, adapters and disks validation of current maintenance levels and potential fix recommendations for known defect solutions. provide other best practices information related to the IBM Power System. 4. General Client Responsibilities Client agrees to: provide IBM with the data required to complete the health check pursuant to the supplied instructions; review the recommendations made by IBM upon the completion of the health check; implement the recommended changes to the supported IBM Power hardware environment. Any additional health checks will be performed for an additional charge and such charges will be issued through a new Order Form.

9 IBM Onsite Health Check for SAP HANA on Power Systems Infrastructure The following terms are in addition to, or modify, those of the IBM for Services for Solution Support Base Module This service will provide Power Systems infrastructure health check for the HANA environment. This service will be an on-site assessment of HANA software stack, networking solution configuration, and the review and presentation of a post health check document with the Client. 2. IBM Services Description Prior to the onsite visit the rst team will initiate a conference call with the Client for the health check to validate the scope, agenda, Order Form and required materials and finalize the key contacts from clients and IBM to perform the service. An IBM services specialist will gather and assess information about the IBM Power Systems environment as follows. 2.1 Welcome Meeting IBM will conduct an on-site kickoff meeting with your IT management and/or technical staff to: review the current environment; review the health check objectives, roles, and responsibilities; provide an overview of the health check methodology; and identify the tasks to be completed as part of the health check 2.2 Power Systems and Linux Health Check Power System health check service provides for the review of the following components and assessment of up to two LPARs on a Power single server: potential of any single system points of failure Power hardware configuration; Hardware Management Console ( HMC ), Flexible Service Processor ( FSP ) Linux configuration; installed patch and fix maintenance; and Virtualization 2.3 Infrastructure Health Check for SAP HANA on Power IBM services specialist will perform the following tasks for up to 2 LPARS on a single Power server SAP HANA system: perform a system assessment on the complete SAP HANA infrastructure; verify interoperability of the firmware levels, device drivers and Linux patches installed on the IBM Power hardware; verify Linux PowerVM and SAP HANA software settings configuration based on SAP and IBM recommendations check error logs and status of hardware and software infrastructure components; investigate and address any SAP HANA alerts; and verify network connectivity IBM will provide and document recommendations to address identified problems or issues as determined at the time of the health check. IBM will provide an assessment presentation 5-10 business days following the on-site visit.

10 3. General Client Responsibilities IBM will perform the services documented in this SOA based on the following: Client will perform testing/validation of SAP HANA software as needed. Client will provide access to the Client's IT staff for the duration of this health check. Client will provide access and authorizations to their facilities and systems as required by the IBM specialist. 3rd Party application(s) design and installation is a Client responsibility. IBM specialists(s) will conduct the health check during normal IBM business hours, 8:30 AM to 5:00 PM, Monday through Friday, excluding IBM holidays or as mutually agreed to by both parties. IBM will be responsible for determining the resources required to fulfill the services ; and No warranty or support is included as a part of this SOW 4. Completion Criteria Services will end upon the review of the health check document. Any additional health checks will be performed for an additional charge and such charges will be issued through a new Order Form.