Service Description Enterprise Basic Installation Services

Transcription

1 Service Description Enterprise Basic Installation Services Introduction Dell is pleased to provide Enterprise Basic Installation Services for Enterprise Solutions (Server, Storage, Networking, Converged) types] (the Service(s) ) in accordance with this Service Description ( Service Description ). This document outlines general offers, scope and deliverables for Service(s). 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 find out whether a specific service in this document is available in your region or country contact Dell Technical Support or your sales representative. Table of Contents Introduction... 1 Table of Contents... 1 Terms & Conditions... 2 General Service Delivery Considerations... 4 Service Hours... 4 Delivery Methodology... 4 Physical Installation... 5 General Customer Responsibilities... 5 General Service Exclusions... 6 Service Descriptions... 6 Installation and Configuration of a Dell PowerEdge C Series PCIe Chassis... 6 Installation of a Dell PowerEdge Server and Microsoft Windows Operating System... 6 Installation of a Dell Rack Mountable Device... 7 Installation of a Dell Supported Rack... 7 Removal of a Dell Rack Mountable Device... 7 Upgrade of an Existing Dell Enterprise Device... 7

2 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 either Dell s Commercial Terms of Sale or Dell s standard Customer Master Services Agreement (as applicable, the Agreement ). 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. Please 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. 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 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.

3 Customer Location Terms & Conditions Applicable to Your Purchase of Dell Services Customers Purchasing Dell Services Directly From Dell Customers Purchasing Dell Services Through an Authorized Dell Reseller United States Canada Latin America & Caribbean Countries Asia-Pacific- Japan Europe, Middle East, & Africa (English) (French Canadian) In addition, customers located in France, Germany and the UK can select the applicable URL below: France: Germany: UK: (English) (French Canadian) 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. * Customers may access their local website by simply accessing from a computer connected to the Internet within their locality or by choosing among the options at Dell s Choose a Region/Country website available at

4 General Service Delivery Considerations Service Hours A Dell representative will contact the Customer to schedule Service, allowing for a reasonable lead time prior to the start of the Service based upon mutually agreed upon resource availability. Service will be provided during normal Dell business hours Monday through Friday (8:00am to 6:00pm Customer local time) unless specified otherwise below. Any activities outside of normal Dell business hours will be subject to an additional charge. No activities shall take place during local, state and/or country holidays unless other arrangements have been made through the sales team and the Dell project manager. Exceptions to Normal Dell Business Hours Country St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest of English speaking Caribbean Barbados, Bahamas, Belize, Costa Rica, El Salvador, Grand Cayman, Guatemala, Honduras, Jamaica, Panama, Puerto Rico, Rep. Dominicana, Suriname, Turks and Caicos Australia, Bermuda, China, Haiti, Hong Kong, Japan, Korea, Malaysia, Netherland Antilles, New Zealand, Singapore, Taiwan, Thailand Argentina, India, Paraguay, Uruguay Bolivia, Chile United Arab Emirates, Kingdom of Saudi Arabia, Qatar, Bahrain, Kuwait, Lebanon, Egypt, Jordan, Oman, Yemen, Iraq Dell business hours 7:00 AM to 4:00 PM 8:00 AM to 5:00 PM 9:00 AM to 5:00 PM 9:00 AM to 6:00 PM 9:00 AM to 7:00 PM Sunday to Thursday 9 AM to 5.30pm PM Customer may request delivery of services outside of Normal Dell Business Hours i.e. on weeknights, weekends or holidays. If Dell is able to accommodate the request an additional fee will be charged. Contact your account representative for further information. Delivery Methodology Services are delivered by field technicians onsite at customer locations. Basic installation services are for physical installation only with scope noted in the section below. If sold in conjunction with configuration services requiring web connect or remote assistance, additional work covering connection to the customer network may apply.

5 Physical Installation Field technicians will perform the following as part of the basic installation services: Unpack and inspect all hardware If applicable, stand up and install Dell supplied rack (s) Mount any necessary rack related hardware if sold by Dell in conjunction with the Service into a supported rack Note that physical installation Services do not include repositioning or re-cabling of existing equipment unless otherwise indicated in the specific service deliverables Remove any chassis components (such as: blades, power supplies and drives) to reduce the overall weight for the purposes of rack mounting equipment Reinstall any other chassis components that were removed from the product during the rack mounting procedure Install solution-specific chassis components (e.g. HBAs, NICs, CNAs, etc.) as applicable Install customer-provided equipment as outlined by the specific service purchased Install and route power and interconnect cables related to the solution in the immediate vicinity of the equipment Attach solution management ports to the Customer-provided network drops Power on the solution equipment and verify basic functionality ensuring that there are no fault indicators a. On some products additional verification steps may be taken, e.g. checking tape drives and robotics in tape autoloaders, LUNs after hard drive replacement/upgrade, etc. Remove installation packaging to a Customer-designated area within the immediate installation location, or arrange with the Customer for Customer removal General Customer Responsibilities Provide technical points-of-contact who have a working knowledge of the data center and enterprise components related to the solution integration ( Technical Contacts ) as applicable. Ensure that field technicians have reasonable and safe access to the Project site, a safe working environment, an adequate office space, and parking as required. Inform Dell of all access issues and security measures, and provide access to all necessary hardware and facilities. Place any equipment to be racked in the immediate area of the rack into which it will be installed. Ensure that the required power outlets and power distribution units ( PDUs ) are installed and functional. For uninstallation services: Provide packing materials if the device is to be packaged Power down of device Removal and disposal from the customer location Ensure that all relevant data, applications, network configurations, policies, security configurations or potentially impacted infrastructure settings or data are backed up. Provide all cabling and cable ties if other than Dell standard plastic cable ties Provide pre-printed labels if labeling is requested

6 General Service Exclusions Unless otherwise noted in the scope of services for the specific service purchased, the following are excluded activities for services in this document: Modification of a non-dell rack to accept equipment to be installed Removal or installation of any product into an unsupported rack Repositioning other components in an existing rack Installing cables external to the rack Removal of de-installed system from the Customer s premises Network infrastructure configuration or troubleshooting A pre-installation site survey Activities related to the existing customer datacenter environment such as physical de/installation, re/configuration, connection, troubleshooting, etc. Performance tuning, optimization, scripting, data collection and reporting Firmware, software, application and OS updating (patching) Configuring clustering, redundancy, failover, teaming and load-balancing Installation of applications such as Microsoft Exchange, Microsoft IIS, Microsoft SQL Server, POSTGres, MySQL, Apache Web Server, etc. Data validation, configuration, migration, snapshots, replication, failback, cloning and other data-related activities Routing of cabling through walls, ceilings, or between rooms Integration of DNS, LDAP or other directory services Installation of indoor Access Points (APs) at a height of greater than ten (10) feet (3 meters) or installation of outdoor APs at a height of greater than fifteen (15) feet (4.572 meters) (Must be accessible via ladder). Service Descriptions Installation and Configuration of a Dell PowerEdge C-Series PCIe Chassis This service provides for the installation and configuration of a Dell PowerEdge C-Series PCIe Chassis ( Chassis ) and related devices, including Host Interface Card ( HIC ) and General Purpose Graphics Processing Units ( GPGPU ). Installation follows the Physical Installation steps outlined in above. Configuration includes validating physical topology, firmware levels, configuring IP addresses, BMC, IPASS and running diagnostics. Installation of a Dell PowerEdge Server and Microsoft Windows Operating System This service provides for the physical installation of a Dell PowerEdge server or blade and installation of a Dell supported Microsoft Windows network operating system ( NOS ). Installation follows the Physical Installation steps outlined above. This Service includes the physical installation of the server (either deskside, in a blade enclosure, or into a Dell-supported rack), installation of Customer provided Dell power distribution units ( PDU s) as needed, basic diagnostics testing, configuration of the server hardware, installation of the Customer supplied NOS, connection of the server to the Customer s network and the creation of up to five user logins.

7 Installation of a Dell Rack Mountable Device This service provides for the physical installation of a Dell rack mountable device. Service follows the Physical Installation steps outlined in above. Covered products include (but may not be limited to): Dell PowerEdge server (R-Series, C-Series, mountable T-Series with appropriate brackets, or M-Series chassis) Dell Storage devices (arrays, controllers, networked attached storage, enclosures) Dell Networking devices Rack mountable Dell Workstations with appropriate brackets Dell and approved 3 rd party peripherals such as keyboard video mouse ("KVM") devices and uninterruptible power supply ("UPS") Installation of a Dell Supported Rack This service provides for the installation of a single Dell supported rack, including attachment of leveling screws and stabilizer bracing. Service includes the installation of the following rack mountable items if purchased from Dell in conjunction with this Service: a single rack fan kit, a single rack coupling/ganging kit, up to four power distribution units ( PDU s), up to two uninterruptible power supply ( UPS ) a single keyboard/video/mouse ( KVM ) switch a single tray/shelf (for KVM or other device) Removal of a Dell Rack Mountable Device This service provides for the removal of a Dell rack mountable device and includes the packing of the old system if boxes are provided by the Customer. Upgrade of an Existing Dell Enterprise Device This service provides for the physical installation of additional components into an existing Dell Enterprise Device. Components may include but are not limited to memory, processors, compute blades, storage blades, disc drives, tape drives, backplanes, RAID card, NICs and other I/O cards. This service follows the chassis component steps outline in the Physical Installation section above.