Service Description: Cisco Optimization Service for Virtual Managed Services

Transcription

1 Page 1 f 1 Service Descriptin: Cisc Optimizatin Service fr Virtual Managed Services This dcument describes Cisc Optimizatin Service fr Virtual Managed Services (vms). Related Dcuments: This dcument shuld be read in cnjunctin with the fllwing dcuments als psted at : (1) Glssary f Terms; (2) List f Services Nt Cvered; and (3) Severity and Escalatin Guidelines. All capitalized terms in this descriptin have the meaning ascribed t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased these Services directly frm Cisc, this dcument is incrprated int yur Master Services Agreement (MSA) r equivalent services agreement executed between yu and Cisc. In the event f a cnflict between this Service Descriptin and yur MSA r equivalent services agreement, this Service Descriptin shall gvern. This Cisc Optimizatin Service fr vms is intended t supplement a current supprt agreement fr Cisc prducts and is nly available where all Prduct(s) in Custmer s Netwrk is supprted by the necessary maintenance cntracts fr Cisc prducts r third party prducts. Cisc shall prvide the Optimizatin Services described belw as selected and detailed n the Purchase Order fr which Cisc has been paid the apprpriate fee. Cisc shall prvide a Qute fr Services ( Qute ) setting ut the extent f the Services and duratin that Cisc shall prvide such Services. Cisc shall receive a Purchase Order that references the Qute agreed between the parties and that, additinally, acknwledges and agrees t the terms cntained therein. Availability f Services described herein and service delivery may vary by gegraphical regin. Cisc Optimizatin Service fr vms Service Summary Cisc Optimizatin Service fr vms has been structured t address the fllwing pst implementatin service prgrams: vms Adptin Acceleratin Prgram Design Cllabratin Sftware Recmmendatin Fully Managed Sftware Upgrades Migratin Planning Supprt Capacity and Perfrmance Audit Validatin and Testing Supprt Slutin Security Alerts Fcused Knwledge Transfer Fcused Knwledge Transfer Sftware Recmmendatin Fully Managed Sftware Upgrades Migratin Planning Supprt Validatin and Testing Supprt Slutin Security Alerts Onging Operatinal Supprt Design Cllabratin Custm Scripting Supprt Validatin and Testing Pr-Active Recmmendatin Implementatin Capacity and Perfrmance Audit Slutin Develpment and Integratin Sprints Integratin Supprt Custmized Sftware Reactive Supprt Incident and Prblem Management Cre Services Prgram Management Cisc Respnsibilities Cisc Optimizatin Service fr vms cnsists f the Services described belw, which Cisc shall prvide fr the Custmer s vms Infrastructure during Standard Business Hurs (unless stated therwise). Cisc shall prvide the fllwing General Supprt prvisins fr all Services selected by Custmer under the Cisc Optimizatin Service fr vms: General Supprt Designate an engineer ( vms Netwrk Cnsulting Engineer ) t act as the primary interface with the Cisc prject manager appinted fr the Custmer. Participate in regular meetings with the Custmer as required by the prject manager either via phne r in-persn t review practive deliverables, activities and t plan fr next quarter. In-persn visits nt t exceed eight (8) days in aggregate. Additinal visits will be mutually agreed at Cisc s then-current travel and labr rates. vms Optimizatin Prgram Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc

2 Page 2 f 1 Designate additinal engineer(s) t wrk with the Cisc prject management and the primary vms Slutin Integratin Architect. Mnitr a Custmer-specific Cisc alias t facilitate cmmunicatin with primary vms Slutin Integratin Architect as well as the engineers n the Cisc s vms team. vms Engineer may utilize Custmer prvided data, scripts r internal tls t assist in cllecting data frm the Custmer peratins envirnment. Cllabrate with Custmer t verify vms systems readiness during change windws n the request f the Custmer. Prvide a review f the change plan r methd f prcedures (MOPs) prvided by the Custmer. Execute the upgrades including dwnlading the new Sftware images. Mnitr and evaluate the health f the vms envirnment befre and after the upgrade t determine if the vms envirnment is nt negatively affected by the upgrade Design Cllabratin The activities and deliverables fr the Design Cllabratin tasks are the fllwing: Review f Custmer s design requirements, pririties and gals and/r review f Custmer s design dcument Analysis f impact f new requirements n existing vms infrastructure Engaging during design whitebards and wrkshps, and prviding vms expertise Prviding design assistance in aligning vms design with deplyment architecture evlutin Design interlck sessins with Cisc engineering experts Sftware Recmmendatin Prvide a sftware recmmendatins reprt fr vms applicatins, cntaining an verall set f recmmendatin, which typically include the fllwing: Identificatin f apprpriate Sftware versins Review f Sftware Feature Set Upgrade triggers and lifecycle cnsideratins Identify verall sftware and feature set recmmendatins and dependencies n any upgrade testing High-level analysis f sftware advisries Prvide critical bug analysis (fr P1 and P2 bugs) fr identified sftware versins r key sftware feature categries Frecast licensing requirement Fully Managed Sftware Upgrades Prvide Custmer with remte resurce t act as advisr t the change and as supprt cntact n changes t the vms system within the change perids, which may include: Cllabratin with the Custmer during netwrk and vms system change windws and help address the issues as they arise during change windws int live prductin envirnments in additin t the supprt prvided under the standard TAC prcess. Cisc will make available, upn receipt f nt less than twenty-ne (21) days prir written request by Custmer t Cisc, a designated supprt cntact that can accept calls during Standard Business hurs and cnsult with Custmer n a 24-hur 7-day standby basis t remtely assist Custmer and address n mre than three supprt issues identified by Custmer during the change windw (typically ver a weekend) f majr Sftware installatins, majr site installatin and/r majr cnfiguratin changes. Validatin and Testing Supprt Cnsult with Custmer via a series f meetings t develp a thrugh understanding f Custmer s slutin-riented testing gals and requirements. Validatin and Testing Supprt may include, amng ther infrmatin, the fllwing: Review f Custmer s testing gals and business bjectives; Test Plan develpment assistance r review/refine existing test plan; Test Results Analysis Dcument the analysis f the results in a Test Reprt. Validatin and Testing Supprt is nly available t certain gegraphic lcatins and will be specified in the Qute fr Services. Migratin Planning Supprt Prvide migratin-cnsulting services that supprt migratin frm ne envirnment t anther (e.g. pilt t prductin) and may include, amng ther infrmatin, the fllwing: Review the requisite list f high level events, phased changes and activities in rder t intrduce new slutin Identify slutin dependencies and impact and recmmend risk mitigatin steps fr the migratin Review Methd Of Prcedure dcumentatin fr pre and pst cut-ver cnnectivity and testing Review Master cnfiguratin templates fr representative device r site types Review slutin test prcedures fr the ready-fruse (RFU) slutin testing Assist with migratin change windws utcme: remte/n call supprt during the change windw (up t 4 hurs) Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc

3 Page 3 f 1 Slutin Security Alerts These reprts prvide infrmatin abut Cisc s Security Advisries and typically include: Analysis f hw a Cisc Security Advisry may r may nt affect Custmer s deplyment. Recmmendatins t mitigate risk. List f the affected cmpnents in vms deplyment. Fcused Knwledge Transfer Prvide a custmized knwledge transfer ( Hw t ) fr the vms slutin with emphasis n prviding guidance n basic trubleshting, maintenance, and functinality. Prgram Management Cnduct a kickff call t initiate a new service engagement t identify key stakehlders, review and agree n service scpe and activities and discuss gvernance & cmmunicatin prcess. Lead peridic cnference calls t review Custmer s status, planning and the Services being prvided. Incident and Prblem Management Cisc will perfrm ne r mre f fllwing service activities: Implement the incident and prblem management prcesses Identify and dcument sftware bugs Recreate bugs in lab t validate Prvide bug advisries/reprt Help create and implement wrkarund Assist Cisc business units t understand the impact and drive bug reslutin in subsequent releases f sftware r pint patches Drives prduct develpment/enhancement interlck with the Cisc prduct business units. Cisc will prvide reactive supprt n nly Custm Sftware cde develped by Cisc related t the vms slutin. Any Custm Sftware cde mdificatins beynd minr bug-fixes f existing custmizatins wuld be entitled thrugh a Statement f Wrk as purchased separately by the Custmer. Onging peratinal supprt Prvide supprt t assist Custmer with general advice and guidance n Cisc recmmendatins arund vms slutin. Designate an engineer ( Advanced Services Engineer ) t act as the primary interface with Custmer fr its vms slutin. This engineer wuld be available fr five (5) days per week (pending lcal wrk restrictins) during Nrmal Business Hurs excluding Cisc hlidays, lcally recgnized cuntry hlidays, vacatin, and training days. Participate in regular visits t the Custmer either via phne, r in-persn t review practive deliverables and activities and t plan fr next quarter. In-persn visits nt t exceed five (5) days in aggregate. Additinal visits will be mutually agreed at Cisc s then-current travel and labr rates. Onging supprt service s scpe fcuses n cntent and Cisc recmmendatins arund vms slutin, including: Cmpute envirnment change supprt Cnfiguratin review Cnfiguratin implementatin supprt Supprt during scheduled maintenance windw t implement a new VM and deply VNF Participate in peridic cnference calls (usually Bi-weekly r Mnthly) at mutually agreeable time fr an hur t review Custmer s vms slutin status, address questins, planning and the services being prvided. Mnitr a Custmer-specific Cisc alias t facilitate cmmunicatin with primary Advanced Services Engineer as well as the engineers n the Cisc s vms team. Respnd t Custmer s within hurs with acknwledgement and start wrking with Custmer n the plan t address the tpic f the . Advanced Services Engineer will prvide general advice and guidance t lead the delivery f the vms slutin rdered by Custmer. Make cllabratin tls available fr the purpses f (including but nt limited t): hsting meetings, managing dcumentatin, instant messaging, desktp sharing, and cllabrative spaces The quantity f any reprting and effrts fr nging activities described herein will vary depending n Custmer requirements and what Custmer and Cisc mutually agree upn when Services are purchased as identified in the Qute prvided by Cisc. Pr-Active Recmmendatin Implementatin Cisc wuld deply recmmended changes based n ther practive deliverables such as best practices, cnfigs audit, perfrmance tuning. The fllwing can be part f the pr-active recmmendatin implementatin using manual scripts: Baseline the current cmpute ndes, virtual envirnment Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc

4 Page 4 f 1 Determine the hanges t implement based n recmmendatins frm ther deliverables (Design review, best practices, etc) Implement the changes using tls, scripts, r manually Re-run the reprts n as needed basis and cmpare the results with the previusly established baseline. Capacity and Perfrmance Audit Cnsult with Custmer t understand Custmer s Virtual Managed Slutin, fcusing n capacity, perfrmance and scalability. Dcumentatin f any existing custmer issues with applicatin perfrmance and prjected capacity planning needs. Baseline cmpute and virtual envirnment parameters Baseline perfrmance metrics Gathering data ver a tw r seven day perid and uplad the data t Cisc fr analysis Review f verall system resurce utilizatin. Review f system resurce utilizatin by applicatin Reprt with recmmendatins n ptimizatins f existing prduct cnfiguratins and n changes t platfrm resurces Custm Scripting Supprt Access t Cisc Advanced Services-develped Script Library The vms script library is a repsitry f Cisc develped scripts fr cmmn Custmer use cases. These scripts can be dwnladed and reused, significantly reducing the time t deply these functinalities. These scripts can help with the deplyment, data gathering, plling the netwrk, perfrmance management, etc. f the deplyed vms slutin Validatin and Testing Cisc will prvide remte nging infrmal supprt fr ad_hc Custmer testing f new features, cmmand line syntax, upgrade prcedures & new custm SW updates. This wuld als include basic POC testing fr trying new ptins in the vms slutin deplyed by Cisc. Full end-t-end slutin validatin r certificatin is nt cvered as part f this deliverable. Slutin Develpment and Integratin Sprints Cisc will prvide incremental develpment, integratin and ptimizatin f deplyed vms slutin fllwing the Scrum methdlgy. In the Scrum framewrk, develpment is cnducted in fixed iteratins referred t as Sprints. These activities exclude any new feature develpment, which must be defined in a separate Statement f Wrk (SOW) The requirements and targeted backlg items are defined, adjusted and repriritized thrughut the develpment by Cisc in clse cllabratin with Custmer. The Sprint activity and duratin will be specified in the Qute. The Sprint activity will be mutually agreed upn at the beginning f the Sprint and cannt be changed during the duratin f the deliverable and is nt subject t Custmer acceptance. This activity will include Sprint planning meeting where the wrk t be perfrmed in the Sprint is planned. Sprint Deliverables will be mutually defined by analyzing requirements and items in the Sprint backlg. A Sprint review will be cnducted between Cisc and Custmer befre the cmpletin f the Sprint. In the review, Cisc will explain the activities dne as part f that particular Sprint fr the develped Sftware ( Custm Sftware ), typically referred t as Increments amngst the wrking teams and will identify subsequent Sprint activities. The Sprint cycle wuld be tested and integrated int the Custmer slutin upn cmpletin. Integratin Supprt Supprt nging integratin f deplyed slutin within Custmer envirnment that may include Billing, CRM and Order Management, Prtal & Catalg r Assurance Systems. Assist in deplyment and prvide supprt. Prvide knwledge transfer n hw Custmer s slutin APIs shuld be used within the cntext f an verall wrkflw. Custmer Respnsibilities General Respnsibilities Designate at least tw (2) but nt mre than six (6) technical representatives in each area cvered under vms, wh must be Custmer's emplyees in a centralized peratins supprt center (Custmer's technical assistance center), t act as the primary technical interface t the vms Netwrk Cnsulting Engineer (s). Custmer will designate as cntacts senir engineers with the authrity t make any necessary changes t the vms cnfiguratin. One individual, wh is a senir member f management r technical staff, will be designated as Custmer s primary pint f cntact t manage the implementatin f services selected under this Service Descriptin Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc

5 Page 5 f 1 (e.g., chair the weekly cnference calls, assist with priritizatin f prjects and activities). Prvide reasnable electrnic access t Custmer's vms slutin t allw the vms Netwrk Cnsulting Engineer t prvide supprt. If Cisc prvides Data Cllectin Tls r scripts lcated at Custmer's site, Custmer shall ensure that such Data Cllectin Tls r scripts are lcated in a secure area, within a Netwrk envirnment prtected within a firewall and n a secure LAN, under lck and key and with access restricted t thse Custmer emplyee(s) r cntractr(s) wh have a need t access the Data Cllectin Tls and/r a need t knw the cntents f the utput f Data Cllectin Tls. In the event Data Cllectin Tl prvided by Cisc is Sftware, Custmer agrees t make apprpriate cmputers available and dwnlad Sftware as needed. Custmer shall remain respnsible fr any damage t r lss r theft f the Data Cllectin Tls while in Custmer s custdy. requirements and design gals. The level f details must be sufficient t be used as input t review any f the services being delivered t the Custmer. Ensure key detailed design stakehlders and decisin-makers are available t participate during the curse f the service(s). Prvide r extract additinal infrmatin required in the design effrt (e.g., current and planned peratinal framewrk). Fully Managed Sftware Upgrades In additin t the General Respnsibilities, Custmer shall prvide: Infrmatin n current perating system and applicatin levels f the vms cmpnents in scpe f these services. Infrmatin n Custmer business and technical requirements fr new Sftware releases. In the event that Cisc prvides Custmer with Cisc scripts t assist with the implementatin, prblem diagnsis and/r reslutin, Custmer shall return the Cisc scripts upn request by Cisc r within 5 days frm terminatin f the Service. Prvide the apprpriate infrmatin abut the vms systems, cnfiguratin, and infrmatin f any new features being implemented as requested by Cisc. In the event the numbers f vms systems within scpe are altered after the Services selected under this Service Descriptin have becme effective, Custmer is respnsible t ntify Cisc in writing within ten days (10) f the change. Cisc may require mdificatins t the fee if the vms cmpsitin has increased beynd the riginal pricing qute fr Services. Create and manage an internal alias fr cmmunicatin with vms Netwrk Cnsulting Engineer. Review details f planned changes with vms Netwrk Cnsulting Engineer. Infrmatin n Custmer certificatin prcess and lab testing prcess. Infrmatin n Custmer change cntrl prcess. Fcused Knwledge Transfer In additin t the General Respnsibilities, Custmer Prvide Details f Custmer requirements n the vms related tpics that the custmer wants t see cvered thrugh transfer and mentring tgether with backgrund infrmatin n the skill sets f the audience. Ensure that facilities and equipment are available t hst the infrmal technical update sessins, if needed. Validatin and Testing Supprt Retain verall respnsibility fr any business prcess impact and any prcess change implementatins. Design Cllabratin In additin t the General Respnsibilities, Custmer shall prvide the fllwing: In additin t the General Respnsibilities, Custmer Perfrm the physical test setup. Dcument the Test plan. Execute the test plan with Cisc s assistance. Migratin Planning Supprt Prvide the design and prcess dcuments describing hw Custmer vms is built and engineered t meet a specific set f technical In additin t the General Respnsibilities, Custmer Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc

6 Page 6 f 1 Prvide all the Custmer required migratin dcuments. Plan the migratin schedule. Onging Operatinal Supprt In additin t the General Respnsibilities, Custmer Prvide infrmatin abut peratinal and change management prcesses Prvide infrmatin abut maintenance windws and any ther cnstraints Prvide infrmatin abut Custmer s standard perating prcedures related t business practices, its internal peratinal nmenclature, t allw Cisc t effectively cmmunicate and discuss changes with Custmer in the cntext f Custmer s business envirnment. Slutin Develpment and Integratin Sprints Attend a kick-ff meeting with the Cisc t discuss and agree n requirements befre the Sprint starts. Prvide regular feedback at the end f each iteratin. Custm Sftware Ownership Any sftware delivered as part f Services, is cnsidered t be Custm Sftware incidental t the Services. In purchasing this Service, Custmer acknwledges that Cisc r its subcntractrs(s) wn all intellectual prperty rights and all ther prprietary rights, including all derivatives and mdificatins in and t the Custm Sftware. Custm Sftware shall be delivered in bject cde r script frmat. If Custm Sftware is prvided under this Service, it is licensed in accrdance with the terms and cnditins set frth in Custmer s agreement with Cisc fr prduct purchase ( Prduct Purchase Agreement ). If n such Prduct Purchase Agreement exists, the terms and cnditins f the Terms f Sale and Sftware License Agreement psted at: shall apply. Cntrlled Dc. #EDM Ver: 4.0Last Mdified:5/2/2016 5:53:54 PM This dcument is Cisc Public Infrmatin. Cisc Optimizatin Service fr Virtual Managed Services.dc