AZURE SERVICE DESCRIPTION

Transcription

1 VERSION 1.0 SEPTEMBER 5, 2017 AZURE SERVICE DESCRIPTION DELIVERED SERVICES BY INGRAM MICRO FOR ITS PARTNERS IN 2017H2 DOCUMENT OWNER: FHIJ, JOOST INGRAM MICRO CLOUD EUROPE

2 CONTENTS 1 Introduction Delivery models Traditional model (Azure in Open) Cloud Marketplace model (Azure in CSP) Support Support traditional Support Cloud Marketplace Scope of Services - Cloud Support Service Desk Prioritization and response times Scope of features Technical enablement services Cloud Marketplace Predefined Solutions Pre-made Solutions Blue print repository Script loading Cloud Orchestrator Technical advisory services Service offering Design Services Migration Services Business Development Services Architectural services Architectural services Standard Architectural services Advanced Other services Technical Account Management Services overview /5/2017 Azure Service Description 1

3 1 INTRODUCTION Every day Ingram Micro is delivering valued services to its partners. Ingram Micro associates are engaging with partners to deliver support, product and added value services around the globe. With the delivery of Infrastructure as a Service (IaaS) and with the role Ingram Micro is taking in the delivery of Azure comes new services and responsibilities. This is the Ingram Micro Service Description that defines the services and how these can be accessed. 9/5/2017 Azure Service Description 2

4 2 DELIVERY MODELS Ingram Micro offers two different models in delivering Azure to its partners. In the below paragraphs both models are explained. 2.1 TRADITIONAL MODEL (AZURE IN OPEN) Within the traditional model, Ingram Micro delivers the following services: 1) The ability to order vendor portal access. 2) Invoicing of used resources. 3) Support on billing. 4) Best effort support on availability on portals and resources of vendors. Resources to access these services are through the local GTM teams in country. Support and primary contact is through the local GTM teams. Administration and billing is through the local ERP systems. 2.2 CLOUD MARKETPLACE MODEL (AZURE IN CSP) Within the Cloud Marketplace model, Ingram Micro delivers the following services: 1) The ability to order and manage portal access 2) Invoicing of used resources 3) Support on billing. 4) Level 2 support on availability on tenants and resources of vendors. 5) Availability of the Cloud Marketplace as management tool Resources to access these services are through the local Cloud Marketplace. Support is subject of the global support organization available to every partner with a valid Cloud Marketplace account. Administration and billing is through the Cloud Marketplace. 9/5/2017 Azure Service Description 3

5 3 SUPPORT Support on Azure is different between the two existing models. In the below paragraphs the two support motions are described. 3.1 SUPPORT TRADITIONAL Within the delivery of Azure through traditional comes no support on availability or portal specific issues. Support is delivered through the helpdesks of the vendors and can be contacted through their specific contact details. 3.2 SUPPORT CLOUD MARKETPLACE Within the delivery of Azure through the Cloud Marketplace comes access to the Ingram Micro Cloud Support desk. Ingram Micro delivers 24X7X365 free of charge support on all the products and services delivered through the Cloud Marketplace. For a detailed description of the service and support levels and please refer to the Cloud Service Desk Redline document SCOPE OF SERVICES - CLOUD SUPPORT SERVICE DESK 1) Ingram Micro will provide L2 support services to Ingram Micro s reseller customers ( Resellers ) for Vendor s cloud products it resells under the Agreement. 2) Level 2 support services include initial problem and priority determination, resolution or routing to next level (including warm hand-off, if required), recording and tracking of all reported any unplanned interruption to an IT service or a reduction in the quality of an IT service from inception to completion in a centralized, account set-up; sign up, accounts and billing; communicate availability to Reseller of any self-support tools such as how to articles, on-line knowledge bases, problem solving tools and FAQs; 3) Service and software updates; software configuration; performance issues within Ingram Micro s span of control; client connectivity and client desktop; and service availability issues within Ingram Micro s span of control. 4) Ingram Micro s help desk service hours are 24X7X365, and Ingram Micro will provide the Services via phone, or chat. 5) Ingram Micro will coordinate escalation of tickets to Vendor. 6) Ingram Micro will assign a Service Desk operations manager to manage the Service operations. 7) The Services will be provided in the following languages: English, French, German, Spanish and Portuguese, and Ingram Micro reserves the right to modify this list in its sole discretion. 9/5/2017 Azure Service Description 4

6 3.2.2 PRIORITIZATION AND RESPONSE TIMES Support has the following priorities defined with corresponding response times and resolution times as outlined in the table below: Priority Code Description Target Response Time Target Resolution Time 1 Critical 1 Hour 2 Hours 2 High 2 Hours 4 Hours 3 Medium 4 Hours 8 Hours 4 Low 8 Hours 24 Hours 5 Very Low 24 Hours 48 Hours SCOPE OF FEATURES The Support desk will deliver services in case of the following issues: Billing o Incorrect billing amount o Current (near real-time) status of Azure service billing o Any other questions related to billing Ordering o Help with the ordering process o Order status o Any other questions related to ordering Availability o Ingram Micro Cloud Market Place unreachable o Slow responsiveness o Features/sites not working as expected o Any other unexpected behavior within the Market Place o Azure portal unavailability Azure Portal down Deployed Azure services unreachable Tenant creation / order provisioning o General questions about tenant creation o Tenant creation not working as expected Compute core increase o Core limit of 20 within CSP reached o unable to create additional resources Azure portal walkthrough Feature definitions and explanation Installation of features Feature not functioning as designed Error messages displayed in the vendor portal 9/5/2017 Azure Service Description 5

7 4 TECHNICAL ENABLEMENT SERVICES Technical enablement services are available to all Ingram Micro partners. Enablement Services offered by Ingram are: 4.1 CLOUD MARKETPLACE The Cloud Marketplace is Ingram Micro s main management portal for Cloud services including Azure. The Cloud Marketplace offers: Centralized billing. Cross-platform delivery. Multi-vendor SaaS offering. End-Customer Control Panel for self-management. Entry point for 3 rd party specific portals. Secure access 3 rd party portals with SSO. Single point to buy software and solutions. 4.2 PREDEFINED SOLUTIONS Predefined solutions are offered in four different ways. Predefined solutions are delivered asis and are designed to fit many customers. Predefined solutions are starting points for building your own solution or testing new functionalities on Azure. Deployed solutions can also easily be altered and expanded to the customers own needs. Predefined solutions are delivered in the following ways: PRE-MADE SOLUTIONS Within the Cloud Marketplace, partners can deploy a set of solutions that are pre-made and represent a certain functionality. Within the Cloud Marketplace a partner manages his end-user accounts. Linked to the end-user accounts are tenants on vendor platforms. On these tenants the pre-made solutions are being deployed. Currently we offer the following pre-made solutions: Linux Webserver VM. Azure Backup Vault. Linux WordPress server. Web application with SQL database. Windows Virtual Machine. Linux Virtual Machine. Site to Site VPN gateway. 9/5/2017 Azure Service Description 6

8 4.2.2 BLUE PRINT REPOSITORY Ingram Micro offers a Blue print repository in which a set of 28 predefined solutions are available. One blue print is a set of documents that enable partners build a solution by following a step by step building instruction. Blue prints are offered in three main categories: 1) Security 2) Management 3) Expansion SCRIPT LOADING The Cloud Marketplace offers the possibility to upload scripts by means of.json files..json files can be created by partners themselves, or can be obtained through public domain through GITHUB. Ingram Micro does not take responsibility on the quality of the.json files that are being obtained out of public domain CLOUD ORCHESTRATOR In Q Ingram Micro will introduce the Cloud Orchestrator in the Cloud Marketplace. This automated tool will be integrated in the Cloud Marketplace and will enable to configure and manage different self-constructed, purchased or publicly obtained scripted builds. 9/5/2017 Azure Service Description 7

9 5 TECHNICAL ADVISORY SERVICES Ingram Micro offers technical advisory services. These services are offered on-site and off-site. This free of charge services are available if the partner qualifies. Qualification is based on: 1) Availability of a business development plan created with Ingram Micro. 2) Trajectory of revenue of at least 5K MRR over a period of 6 months. 5.1 SERVICE OFFERING The following services are offered: 1) Design services. 2) Migration services. 3) Business Development services DESIGN SERVICES Design Services offer consultancy on the high-level design from current architecture to an architecture based on Azure. Current platforms can be on-premises hardware and alternative IaaS platforms. Design Services are delivered by Sales Engineers out of the country teams. Activities are: Description of available options for building on Azure. Specific advice based on customer provided documentation. Available build possibilities. Existing designs and proven concepts MIGRATION SERVICES Migration Services offer consultancy on the migration from current platforms to Azure. Current platforms can be on-premises hardware and alternative IaaS platforms. Migration Services are delivered by Sales Engineers out of the country teams. Activities are: Description of available options for migrating to Azure. Specific advice based on customer provided documentation. Available migration possibilities. Migration tooling availability BUSINESS DEVELOPMENT SERVICES Business Development Services offer consultancy on the development of a business plan based on Azure. Business Development Services are delivered by Technical Sales Executives out of the country teams. Activities are: Financial models based on Azure. Design of the service offering based on Azure. Sales and Marketing support based on the Azure solution. 9/5/2017 Azure Service Description 8

10 6 ARCHITECTURAL SERVICES Ingram Micro offers Architectural services to assist partners in designing Azure based solutions. Architectural services utilize best practices and proven technology. Architectural services are available through the Sales Engineers in country to partners that qualify for the services as described under Chapter 5. Architectural services are available in two levels: 6.1 ARCHITECTURAL SERVICES STANDARD Standard Architectural Services offer: High level conceptual design of the architecture. Listing of required building blocks based on partner delivered information. Translation of existing architecture into Azure architecture. Validation of the components list for integrity (list to be delivered by the partner). Advice on alternative design. 6.2 ARCHITECTURAL SERVICES ADVANCED Advanced Architectural Services offer: Low level design conceptual design of the architecture. Listing of required building blocks based on partner delivered information. Translation of existing architecture into Azure architecture. Validation of the components list for integrity (list to be delivered by the partner). Infrastructure design package based on client delivered requirements. Advice on alternative design. 9/5/2017 Azure Service Description 9

11 7 OTHER SERVICES Next to the technical services, business development services are available. 7.1 TECHNICAL ACCOUNT MANAGEMENT Ingram Micro offers business development assistance in line with the educational programs that are offered to partners. Dedicated Technical Sales Executives work with partners to assist in the journey toward Azure within their business plan. These services are offered as follows: Dedicated Technical Sales Executives. Creation of a Business Development Plan based on Azure. Creation of a MRR trajectory over 6 months. Validation of the solution and according business planning. Availability of the Technical Advisory Services. Availability of the Architectural Services. 9/5/2017 Azure Service Description 10

12 8 SERVICES OVERVIEW Service Customer availability Remark Blue print repository - Secured site access - Provided as-is Pre-made solutions - Wide selection of automated Azure solutions Blue print validation - Check for suitability in customer environment - Blue print selection (which is best suitable) Unmanaged Yes Yes Yes 1 Managed Yes Yes Yes Blue print adaption - Create addendums for customer specifics - Advisory add-on to basic Blue print Architectural services - standard - Document required Azure infrastructure components based on delivered requirements - Validate customer created list of components for integrity Design Azure infrastructure based on delivered requirements (high level design, HLD) - Validate integrity of customer created HLD Architectural services advanced - Design Azure infrastructure based on delivered requirements (HLD & LLD) - Validate integrity of customer created HLD & LLD - Discuss available alternatives Yes 1 Yes 1 Yes 1 Yes 2 - Yes 2 1 Paid service 2 Conditions apply, TSE to provide Service Ingram Customer Shared Creation of and provide access to blue prints R,A I Applying or following an Ingram Micro blue print C R,A Creation of and access to 1-click solutions R,A I Apply an Ingram Micro created 1-click solution C R,A Architectural services - standard - Document required Azure infrastructure components based on delivered requirements - Validate customer created list of components for integrity Design Azure infrastructure based on delivered requirements (high level design, HLD) - Validate integrity of customer created HLD Architectural services advanced - Design Azure infrastructure based on delivered requirements (HLD & LLD) - Validate integrity of customer created HLD & LLD - Discuss available alternatives R A C,I R A C,I R Responsibility A Accountability C Consulted I Inform 9/5/2017 Azure Service Description 11

13 The information contained in Azure Service Description is believed to be accurate. However Ingram Micro expressly disclaims any warranty, expressed or implied, concerning the accuracy, completeness or suitability of any information or services provided herein. The information, services, products and materials contained in the Azure Service Description including without limitations text, graphics and links are provided on an as is basis with no warranty, express or implied. Users are to implement the steps described in the Azure Service Description in a non-production environment before adopting the solution into the user s production environment. 9/5/2017 Azure Service Description 12