The charges for the Environment Service are detailed in the relevant Schedule and are based on the Complexity Class.

Transcription

1 Service Option Attachment - Acquired from an IBM Business Partner Enhanced Technical Support for SAN and Storage (Device and This Service Option Attachment (SOA) specifies an optional service selected by you on the Schedule of a related IBM Statement of Work (SOW). This SOA is subject to the terms of the related SOW. 1. Scope of Service IBM will provide you the activities as specified in this SOA (hereinafter referred to as the Service ) for the Eligible Storage Products listed within the ETS Support Group ETS4 - SAN and Storage that are installed at Specified Location(s) as identified in the related Schedule. The Environment Support covers all the Eligible Storage Products of the customer, The Device Support will be provided for the selected Eligible Storage Products specified in the service list of the schedule. 2. Definitions The following definitions are in addition to those listed in the Definitions section of the SOW: Complexity Class price category based on the full configuration of all installed Eligible Storage Products. Seven (7) categories have been defined taking into account the number of Storage Machines installed and a weight factor related to the complexity of the total SAN and storage configuration Eligible Storage Products the machines and programs within the ETS Support Group "ETS SAN and Storage". IBM Data Collector Agent IBM software tool that resides on a customer's system to monitor, capture, and periodically transmit to IBM inventory, microcode level and configuration information of the eligible storage products. Microcode the supported microcode, firmware and Basic Input/Output System ( BIOS ) excluding any beta version. SAN Server Customer's system connected to the SAN and dedicated to run the IBM Data Collector Agent programs. Service Provider non IBM company and/or service organisation that provides technical support for non IBM products. Storage Area Network (SAN) ensemble of communication paths, machines and programs that enable the interconnectivity between data storage devices and associated data servers. Switch computer networking device that connects storage devices and associated data servers. 3. Technical Requirements It is a Technical Requirement that this Service requires the Eligible Storage Products to be under current IBM warranty service agreement or to have in place appropriate Base Support Contracts either in the related SOW or via a separate agreement. The IBM Data Collector Agent should be installed and enabled on the SAN Server in order to deliver the Remote Maintenance Level Check Up. If the Technical Requirements are not fulfilled, IBM is exempt from its responsibility to deliver the Service or any affected Service component. 4. Charges The charges for the Environment Service are detailed in the relevant Schedule and are based on the Complexity Class. Page 1 / 5

2 This Service charge will be adjusted by IBM whenever the installation or dismantling of new Eligible Storage Products will result in a change of your Complexity Class. If you have acquired the Service from an IBM Business Partner, check with your IBM Business Partner if any changes apply to your charge. The charges of the Device Support are based on the selected Eligible Storage Products specified in the service list of the Schedule. 5. IBM Responsibilities The following responsibilities are in addition to those listed in the related SOW: 5.1 Installation, Usage and Configuration Remote Assistance For the Eligible Storage Products IBM will provide you remote assistance (via IBM's Software Support Centre) in response to your requests, as follows: a. basic, short duration installation, usage, and configuration questions; b. code-related problem questions; c. questions regarding IBM Supported Product publications; d. diagnostic information review to assist in isolation of a problem cause; and e. for known defects, available corrective service information and program fixes which you are entitled to receive under the terms of your IBM license. When you report a problem with a non-ibm Eligible Storage Products, IBM will assist you to isolate the cause of the problem and will provide you with recovery information, if available, from the supplier. For known defect, IBM will provide corrective service information and program fixes, if available and only if IBM is authorised to provide them to you. If a new (unknown) defect is identified by IBM, IBM will report this defect to the appropriate supplier and will specify to you the IBM s actions. At this point of time, IBM support shall be fulfilled. Resolution of this type of defect remains the sole responsibility of the supplier. 5.2 Customised Proactive Maintenance Services Via quarterly conference calls with your Primary Technical Contact the Remote Account Advocate Team will provide: a. the status of your reported problems and related action plans; b. warnings of known problems which may affect your Eligible Storage Products and information regarding fixes, updates or actions you may choose to take in order to potentially avoid them; c. relevant information in relation to the Eligible Storage Products maintenance level; d. technical alerts and recommendations that may apply to the Eligible Storage Products; and e. information on planned end of service dates related to your Eligible Storage Products. 5.3 Problem Isolation at SAN level (Environment Support Only) IBM will provide remote assistance in isolating problems reported by you when the problem relates to your SAN at your Specified Location(s). If IBM identifies a possible failure on a non Eligible Storage Products, IBM will, on your request, provide you available relevant technical information and assistance to submit the problem to the related Service Provider. Co-ordination activity with the Service Provider and problem resolution remains the responsibility of the Service Provider and you. 5.4 On-site support for Customer Critical Problems IBM will provide On-site Support for Customer Critical Problem as follows: if IBM has detected a Customer Critical Problem relating to an Eligible Storage Product that cannot be remotely analyzed nor resolved in an efficient way by IBM, then IBM will investigate the problem by providing on-site support at the Specified Location(s). This On-site support activity will be provided at IBM sole discretion. Page 2 / 5

3 6. Optional services (Environment Support Only) 6.1 Onsite Maintenance Level Check Up As an option to be selected on the related Schedule, IBM will perform up to four (4) assessments of Microcode level of the Eligible Storage Products. An IBM specialist will collect, at the specified location and as mutually agreed between you and IBM, the configuration data required to perform the assessment subject of this service. The Remote Account Advocate Team will analyse the data collected and will provide you the finding and any additional recommendations that may apply for the optimisation of your Eligible Storage Products with the first scheduled ETS Review Report. The selected number of Onsite Maintenance Level Check Up for each Annual Service Period is defined in the related Schedule. The Onsite Maintenance Level Check Up does not include assistance for: a. the design and development of applications; b. your use of Programs in other than their specified operating environment; c. performance measurements, analysis, optimisation and capacity planning; or d. consultancy activities 6.2 Remote Maintenance Level Check Up As an option to be selected on the related Schedule, IBM will perform up to four (4) assessments of Microcode level of the Eligible Storage Products. If the remote Maintenance Level Check Up option is selected IBM will install the SAN Agent software on your designated SAN Server. An IBM specialist will collect, using the IBM Data Collector Agent, and as mutually agreed between you and IBM, the configuration data required to perform the assessment subject of this service. For the Eligible Storage Products that cannot be supported using the Data Collector Agent the collection will be performed as per 6.1 The Remote Account Advocate Team will analyze the data collected and will provide you the finding and any additional recommendations that may apply for the optimisation of your Eligible Storage Products with the first scheduled ETS Review Report. The selected number of Remote Maintenance Level Check Up for each Annual Service Period is defined in the related Schedule. The Remote Maintenance Level Check Up does not include assistance for: a. the design and development of applications; b. your use of Programs in other than their specified operating environment; c. performance measurements, analysis, optimisation and capacity planning; or d. consultancy activities 6.3 Condition for Optional Services As a prerequisite for the provision of the Services, covered by this SOA each of the Eligible Storage Products for which Onsite Maintenance level Check Up will be provided must be (i) fully operable upon the commencement of the Services, (ii) on a supported Microcode and software level. As a prerequisite for the provision of the Services, covered by this SOA each of the Eligible Storage Products for which Remote Maintenance level Check Up will be provided must be (i) fully operable upon the commencement of the Services, (ii) on a supported Microcode and software level and (iii) will require that the Storage Area Network (SAN) Agent has been installed and enabled on the SAN Server for the entire SOA term. It is agreed between you and IBM that the Services cannot be provided for Eligible IBM Storage Products for which IBM no longer offers hardware maintenance. IBM may at any time modify the current list of supported Machines for which Enhanced Technical Support for SAN and Storage is available in order to Page 3 / 5

4 include additional machines or to remove machines that have been withdrawn from support, reached end of useful life, or are considered to be steady state. Upon request, IBM will provide you with the current list of supported SAN and Storage products for which Enhanced Technical Support for SAN and Storage is available with Onsite Maintenance Level Check Up or with Remote Maintenance Level Check Up. 7. Your Responsibilities The following responsibilities are in addition to those listed in the related SOW. You agree to: a. notify IBM of any changes at your Specified Locations to your machine inventory and processing capacity (e.g. number of Switch's ports), which is within the scope of this SOA, within one (1) month after the change occurs. Such changes may entail a revision to your charges for the Service; b. review the ETS Review Reports, any processes and technical procedures related to the Service for the Eligible Storage Products for which you subscribed under this SOA. IBM provides knowledge and experience in providing you with a ETS Review Report, however IBM may not know about Microcode on machines that are not covered under this SOA, therefore it is your responsibility to contact the manufacturer for those machines to determine any potential impact as a result of your changes; c. provide the IBM Remote Account Advocate Team with all necessary information requested about the system configuration and provide an outline of its SAN topology upon request; d. ensure that IBM will have access to the Eligible IBM Machines for querying the required system data, or, if deemed possible by the IBM Remote Account Advocate Team, ensure that you provide the IBM Remote Account Advocate Team with the required system data identified by IBM. You hereby approve the use of programs enabling IBM to query the Microcode levels or the required data and acknowledge that you remain solely responsible for security of the network. You are responsible for any data and the content of any database you make available to IBM in connection with the Services covered by this SOA, the selection and implementation of procedures and controls regarding access, security, encryption, use, and transmission of data, and backup and recovery of the database and any stored data; e. notify the IBM Remote Account Advocate Team of changes to the Eligible IBM Machines in a reasonable timeframe, and of updates to the Microcode, drivers or operating system, that are not documented in the support plan. IBM will update the support plan accordingly; f. observe and abide by the accepted license terms for the Microcode; g. obtain recommendations and updates for Microcode of non-ibm products directly from the respective manufacturers; h. identify and make the required SAN Server available with the required minimum configuration (available at and accesses as defined by IBM for the duration of this SOA; i. be responsible to maintain the ID and password table of the applicable eligible storage products on the IBM Data Collector Agent tables; j. remove, per IBM s instructions, the IBM Data Collector Agent software code from the SAN Server when this SOA is terminated for any reason; k. maintain a current complete backup of your system in your environment at all times. IBM shall bear no responsibility whatsoever for any loss of data as a result of IBM s performance of Services described within the scope of this SOA; l. acknowledge that IBM will be using a software tool defined as IBM Data Collector Agent, to perform the Services contained in this SOA. IBM retains the right to replace/upgrade or introduce additional tooling and processes to help provide the Services during the term of the SOW. Upon completion of these Services, all copies of the IBM IBM Data Collector Agent software will be removed from your facilities at the end of this SOA as per IBM s instructions. You shall have no right to make use of the IBM Data Collector Agent. No right is granted to you to make any copies of the IBM Data Collector Page 4 / 5

5 Agent in any form. You shall not reverse assemble or reverse compile the IBM Data Collector Agent in whole or in part. No license to you under any trademark, patent, copyright and mask work protection right or any other intellectual property right is either granted or implied by the use of the IBM Data Collector Agent at your facilities. Page 5 / 5