Service Description: Dell EMC Maintenance On-site Health Check Service

Transcription

1 Dell Services Service Description: Dell EMC Maintenance On-site Health Check Service Contents Service Overview 1 Support Procedures 2 Important Additional Information 4 APPENDIX 6 Additional Services Overview 6 Add a Dell EMC DAE into an existing solution 7 Add a host into an existing Dell EMC SAN or DAS 9 SnapView Implementation 11 MirrorView Implementation 13 Dell/EMC VisualSAN Installation 15 Dell EMC Cluster Kit Installation 17 Dell EMC Switch Installation 19 Service Overview Dell is pleased to provide the services in accordance with this Service Description and the terms and conditions of the Dell Customer Master Services Agreement at or Customer s applicable separate signed agreement with Dell. Dell EMC On-site Health Check service provides for periodic health checks, updates and upgrades for your Dell EMC SAN solution by a Dell engineer 1. This service is coordinated through the Enterprise Expert Center (EEC) with extensive involvement from the Technical Account Management (TAM) team to help ensure superior service. Health Checks require a minimum three-week lead time. Customers should contact the Gold Storage queue to schedule service. Customers purchasing Health Check Standard Maintenance are entitled to one health check per year. Customers purchasing Health Check Critical Maintenance are entitled to two health checks per year. Additionally, customers with Critical Maintenance are entitled to specific optional hardware and software implementation services. See the Appendix for details. Entitlement to Health Check service is based on a one-to-one, contract-to-disk Processing Enclosure (DPE) ratio. Hence, two DPEs within the same SAN fabric require separate entitlement. Not included with this service: 1 Your local Dell engineer is a Dell employee fully certified to support EMC and Dell enterprise equipment. Partners may be utilized for portions of this service, but will be completely under the supervision of your local Dell engineer. 1

2 Any activities beyond the scope of the on-site services described in this SOW, including but not limited to: Health check of Tape Backup Unit (TBU) hardware or software Installation of the following software: ERM Tape Backup software Microsoft Exchange, SQL or other back office applications Installation of the following hardware: Any Tape Backup Units (TBU) Any non-dell or Software & Peripherals procured hardware or software DPE-related installations or DAS to SAN conversions (requires new SAN implementation) The Dell engineer performing the health check will attempt to remedy issues identified in the health check that could impact SAN production. However, any issues outside the scope of the SAN health check must be addressed through normal support processes. These include issues with: Applications (TBU software, Exchange, SQL, etc.) Clusters (cluster is not covered as part of the Health Check, however, installation and configuration of Microsoft cluster software is included in Critical Maintenance) Non-SAN related components (e.g., PERC, SCSI drivers, BIOS, ESM) Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. Customer must have Platinum or Gold Enterprise Support service as a prerequisite for Dell EMC Maintenance Service. Customer is responsible for registering their software through the Dell/EMC Powerlink website. The registration process can take up to four business days. Customer must have purchased software from Dell and have a valid software support agreement in place in order to receive software upgrades. Customer must plan for appropriate service windows. Generally, the update and upgrade components of this service do not require system outages. However, your Dell engineer may recommend services be delivered during normal maintenance windows. Customer must be able to gain administrative access to any SAN attached device and have knowledge of the IP addresses of the hosts, switches and SAN arrays. Customer should not make any changes to the SAN between the discovery and service delivery phase of the maintenance service (approximately five business days). Key Service Steps On-site services are performed in three phases. 1. Discovery 2

3 The first phase of the Dell EMC Health Check process focuses on data gathering. The following information will be collected for review: Storage Processor Event Logs Storage Processor Configuration Logs Switch Configuration and Event Logs SAN Related Host Information Operating System and Service Pack HBA Driver Revision HBA Firmware (utilities or downtime may be required) Failover Software Versions and Path Status Information Navisphere Agent/CLI Versions Event logs (varies based on operating system) If the customer is requesting a hardware add, the discovery phase will not commence until the hardware is confirmed to be on-site at the customer location. 2. Analysis The second phase of the Dell EMC Health Check process focuses on identifying current or potential issues in the environment as well as opportunities for performance and reliability improvement. The design workbook will be analyzed in addition to the following logs: Storage Processor Event Logs Array related events that affect the productivity of the DPE and DAE devices Storage Processor Configuration Logs Potential device configuration issues, array based software revisions and host connectivity status as seen by the array Switch Configuration and Event Logs Port-by-port review looking for error counters that would indicate a failure or potential failure on devices outside of the host or DPE (examples include, but are not limited to, cables, SFPs/GBICs or internal switch related hardware) SAN Related Host Information Analysis of SAN-related software revisions, path status, event logs (these events include, but are not limited to, HBA driver, failover software, device timeouts on SAN based LUNs or Read/Write events on SAN-based LUNs) If there are any planned hardware additions (i.e., hosts, disk array enclosures) they will be planned for and architected in this phase. These include: Add a Dell Host or Dell NAS System Add a non-dell Host system Add a Dell EMC DAE The following upgrades: CX200 to CX300 CX200 to CX500 CX300 to CX500 CX300 to CX700 CX400 to CX500 CX400 to CX700 CX500 to CX700 CX600 to CX700 The customer will be notified before the next phase of the work to be performed regarding steps required for that phase, including but not limited to, preparation, down time required and potential issues. 3. Service Delivery 3

4 The final phase of the Dell EMC Health Check process will include a software update of the SAN, working to resolve any potential hardware issues, testing of the remote monitoring system and a health assessment summary presented to the customer. 2 Any hardware additions or installation services will also be completed. The software and firmware updates will include: Navisphere Manager Navisphere Agent Array Base Code/Flare Code Host Operating System HBA Driver HBA Firmware Switch Firmware If the customer has purchased and implemented the following software, it will also be updated: PowerPath/ATF SnapView MirrorView SAN Copy VisualSAN Navisphere Analyzer Your Dell engineer will verify the following (as applicable): The storage array has successfully rebooted and is functional All LUNs/Virtual Disks are fully visible to the appropriate hosts At the conclusion of the service the customer will receive a health assessment summary from their Dell engineer as to what changes were made as well as other administrative recommendations. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a 2 Note: Once discovery is performed, the service delivery phase may only be rescheduled once. Please plan for these maintenance windows appropriately. 4

5 particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 5

6 APPENDIX Service Description: Optional Hardware and Software Implementation Services for Dell EMC Health Check Customers Services Overview Optional on-site services are available to customers who have purchased Dell EMC Health Check Services. They are: Add a Dell EMC DAE into an existing solution Add one to four hosts (Dell server, non-dell server or Dell PowerVault NAS) into an existing Dell EMC SAN or DAS SnapView Implementation MirrorView Implementation Dell EMC VisualSAN Installation Dell EMC Cluster Kit Installation Dell EMC Switch Installation (fabric expansion only) Adding a Dell EMC DAE, adding one to four hosts, SnapView Implementation and MirrorView implementation may be performed for Health Check customers with Critical Maintenance at the time of the Health Check as part of their maintenance service. Health Check customers with Standard Maintenance can purchase these additional hardware/software services separately. Critical Maintenance customers requesting these services outside of their normal Health Check service window will also be required to purchase the services separately. Not included with these services: Physical installation or removal of any products, other than the unit of hardware being added (note: if other hardware or the rack must be reconfigured or moved, a separate SKU must be purchased) Reconfiguration, re-implementation or reallocation of LUNs on existing hosts Installing cables external to the rack Network cabling or any other environmental or power related activities Performance tuning, system optimization or other similar services Any activities other than those specifically noted in this document 6

7 Service Overview Add a Dell EMC DAE into an existing solution This service covers the basic design and implementation of a single Dell EMC Disk Array Enclosure (DAE) as additional storage into an existing Dell EMC solution. This service is applicable to the Dell EMC SAN solutions only and is not available for Dell PowerVault or non- Dell EMC solutions. Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. The customer must ensure that the required power outlets have been installed. The customer must place the equipment in the immediate area into which it will be installed. It is the customer s responsibility to purchase or provide rack attachment kits, Power Distribution Units (PDUs), or other rack accessories needed to complete this service. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Review the Site Checklist (environmental and technical readiness requirements) Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm readiness review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify that the existing configuration meets the minimum hardware and software requirements Work with customer to define and document the number and size of the required LUNs for each storage processor (SP) Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Provide FC cable connection between existing DPE or DAE and the new DAE Verify physical drives in new DAE using the appropriate storage management software/tools Create Logical Units (LUNs), RAID groups and Storage groups Verify host to LUN connectivity Partition and form the LUNs as per the design If host is an approved Dell NAS host, create shares/exports as per the design. 3. Product Awareness 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Service Closeout 4.1. Obtain customer sign off acceptance Update the existing as-deployed documentation to reflect changes/additions to the solution s configuration. 7

8 Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 8

9 Add a host (Dell server, non-dell server or Dell PowerVault NAS) into an existing Dell EMC SAN or DAS Service Overview This service covers the implementation and configuration of up to four Dell PowerEdge servers, non-dell servers or PowerVault NAS as additional hosts into an existing Dell EMC SAN solution. Service will be ordered against a single Dell Service Tag number (serial #). This service is applicable to Dell EMC solutions only and is not available for Dell PowerVault or non-dell EMC solutions. Installation and configuration of non-dell equipment is not included with this service. Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. It is the customer's responsibility to have a valid licensed copy of the operating system available. The customer must ensure that the required power outlets have been installed. The customer must have IP address(es) available for the server being installed. The customer must place the equipment in the immediate area into which it will be installed. It is the customer s responsibility to purchase or provide rack attachment kits, Power Distribution Units (PDUs), or other rack accessories needed to complete this service. Approved non-dell server must be located in its final position and functional including appropriate network connectivity, approved operating system and HBA(s). Customer is responsible to ensure that the server operating system is at the required Service Pack or Patch level per the EMC Support Matrix. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Review the Site Checklist (environmental and technical readiness requirements) Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm Readiness Review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify that the existing configuration meets the minimum hardware and software requirements Define the number and size of the required LUNs for each host Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Provide FC cable connection between the host and switch/dpe Load HBA driver software Load Navisphere Agent software Load failover software, if applicable Re-zone the switch(s), if necessary Assign storage to the new host Verify host to LUN connectivity Partition and format the LUNs as per the design If host is an approved Dell NAS Host, create shares/exports as per the design. 9

10 2.8. Validate that all host firmware and software are at the approved revision levels. 3. Product Awareness 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Service Closeout 4.1. Obtain customer sign off acceptance Update the existing as deployed documentation to reflect changes/additions to the solution s configuration. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 10

11 Service Overview SnapView Implementation This service includes up to a combination of four Snaps and/or Clones and their appropriate cache and log storage configurations. At the conclusion of this installation, Dell will conduct a test, demonstrating SnapView s capabilities. This service is for the configuration of only four Snap/Clones in any combination; additional Snap/Clones are offered separately and may be included with this engagement. Not included with this service: Installing or configuring host environments Testing business applications Integrating SnapView with other applications or tools Any scripting or automation of SnapView The synchronization of production data to a snap clone target Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Consult with the customer on the specific requirements for a SnapView implementation Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm readiness review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify the configuration meets the minimum hardware and software requirements Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Install the SnapView software Create LUNs on the array, as per the Design Document, as needed Install Host based ADMSnap software on all affected hosts Snap creation/test: Create/configure Snap Cache LUNs Create Snap sessions Activate Snap sessions Present Snapshot to target server Deactivate Snap sessions Clone creation/test: Create/configure Check Point Log files Create/configure Clone target LUN Configure Snap Clone Synchronize Break the clone and present to target server. 3. Product Awareness 11

12 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Service Closeout 4.1. Obtain customer sign off acceptance Update the existing as deployed documentation to reflect changes/additions to the solution s configuration. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 12

13 Service Overview MirrorView Implementation Dell will install and configure the MirrorView application during this engagement. This engagement includes installing and configuring MirrorView to mirror up to four LUNs on a maximum of two Dell EMC arrays at the same physical location, testing the installation and providing a product orientation session at the conclusion of the project. Both arrays must be located at the same location (same building or close proximity). The existing supported arrays must be fully functioning, at the proper revision levels and be error-free. Not included with this service Installing or configuring a SAN environment Integrating MirrorView with other applications or tools Testing customer business applications Installing or configuring MirrorView on arrays in remote environments; Dell has additional offerings for remote location mirroring and must be sold in conjunction with this offering Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. The customer must provide operational communications links (with proper cables and connectors) between the two arrays. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Consult with the customer on the specific requirements for a MirrorView implementation Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm readiness review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify the configuration meets the minimum hardware and software requirements Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Verify Dell EMC Configuration Verify and document the Dell EMC configuration Verify that the SAN is at the proper build level Install the MirrorView software Connect the Arrays to each other via the provided communication links Create LUNs on both arrays, as per the Design Document, as needed Mirror Creation Create/configure Write Intent Log LUNs on both arrays Create/configure primary and secondary mirrored LUN pair Verify the status of the mirror Test Mirror configuration Copy test data (~50 Meg) to the source LUN Sync Mirrored volumes Force secondary LUN to primary status Check for consistency/mapping. 13

14 Revert the LUN statuses back to original state Check for consistency/mapping Validate and test the auto-sync feature by disconnecting/re-connecting the link between arrays. 3. Product Awareness 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Service Closeout 4.1. Obtain customer sign off acceptance Update the existing as deployed documentation to reflect changes/additions to the solution s configuration. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 14

15 Service Overview Dell/EMC VisualSAN Installation This service provides an on-site installation of Dell EMC VisualSAN software. The scope of this service includes installing this software in an existing, functional SAN and includes the setup of a management station. This service is applicable to Dell EMC solutions only and is not available for Dell PowerVault or EMC sold (non-dell) solutions. Not included with this service: Physical installation or removal of any hardware or peripherals Any design changes or consultation services (including consultation regarding how to best utilize the program) Reconfiguration of any of the hardware, software or storage Performance tuning, system optimization, teaming/load balancing of NICs or other similar services Any activities other than those specifically noted in this document Any troubleshooting, upgrading or fixing the current SAN configuration Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. Customer must have SNMP installed on all SAN Hosts. Customer must have a Management station to install this software on. Customer must have an operational SAN with all the proper flare and software versions. Customer must have an operational LAN (TCP/IP, DNS). Customer must have Navisphere at 6.2 or greater. Only Windows hosts are supported. Customer must provide information necessary to perform this install (IP addresses, etc.). Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm readiness review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify that the existing configuration meets the minimum hardware and software requirements Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Verify that the customer has the required hardware and software revisions Install, if necessary, the FA_MIB on the appropriate arrays Install the appropriate CLI on the management station Install Visual SAN on the management station Perform a discovery with VisualSAN Ensure that the Map view properly reflects the current SAN configuration. 3. Product Awareness 15

16 3.1. Conduct a brief product orientation session and review the associated documentation This overview does not replace any available customer education courses for this product. 4. Project Closeout 4.1. Obtain customer sign off acceptance. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 16

17 Service Overview Dell EMC Cluster Kit Installation This service provides the installation of a Cluster Kit and configuration of Microsoft Cluster Server (MSCS) software on two to eight Dell PowerEdge or PowerVault servers that are attached to a Dell/EMC storage solution. The service may also include the installation of the heartbeat Network Interface Cards (NICs), the installation of the heartbeat cable, and the installation of the customer supplied NOS (and service packs) on each cluster server node. The customer has an installed, sharable storage solution, with all its appropriate approved software and firmware licenses or the appropriate services ordered in conjunction with this engagement. The customer must have the appropriate software licenses for all clustered hosts. Not Included with this Service Reconfiguration, re-implementation or reallocation of LUNs on existing hosts. Performance tuning, system optimization, teaming/load balancing of NICs or other similar services. Upgrading of any existing firmware or applications. Installing cables external to the rack. Installing or configuring any applications, such as Exchange, SQL, or File/Print Services. Any installation, configuration or other activities other than those specifically noted in this document. Server, software and storage installation services need to be ordered prior to, or in conjunction with this service delivery. Installation on non-dell hosts. Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. The customer must have purchased the appropriate PowerEdge Cluster Customer Kit. The customer must provide basic installation parameters for the cluster nodes, including: NOS license keys, server names, Domain or Workgroup name, Public IP addresses and Domain type. The heartbeat NICs must be NICs that are supported by Dell for the Cluster solution. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statements of Work to ensure understanding of scope of work Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Create a valid Design Document Confirm readiness review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify that the existing configuration meets the minimum hardware and software requirements Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Verify that the cluster components (servers and storage) are installed and functional Install heartbeat NICs into Cluster Node Servers, if required Cable the heartbeat NICs, as needed On clustered hosts shipped without an Operating System, install the customer provided NOS. 17

18 2.5. Install NIC driver support, as needed Install and/or configure the Microsoft Cluster Service (including Quorum resource) on the server nodes Test cluster for proper functionality, test cluster failover capabilities. 3. Product Awareness 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Project Closeout 4.1. Obtain customer sign off acceptance Update the existing as deployed documentation to reflect changes/additions to the solution s configuration. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 18

19 Service Overview Dell EMC Switch Installation This service covers the implementation and configuration of a single Dell EMC switch into an existing Dell EMC SAN solution for the purpose of fabric expansion only. Each service will be ordered against a single Dell Service Tag number (serial #). Services will be performed on Dell EMC arrays only and is not available for Dell PowerVault or EMC sold (non-dell) solutions. Services are available for Dell approved/supported Operating System versions only (NT, W2k, Linux, Netware). This service will be provided during the hours of 8:00 a.m. to 6:00 p.m., Monday through Friday, excluding holidays. Not Included with this Service Reconfiguration, re-implementation or reallocation of LUNs on existing hosts. Adding a second path to a TBU. Clustering of the new host. Performance tuning, system optimization or other similar services. Upgrading of any existing firmware or software. Network cabling or any other environmental or power related activities. Installing cables external to the rack. Any activities other than those specifically noted in this document. Support Procedures Customer s Responsibilities The customer must have a complete and current backup of any existing data on affected storage systems. Dell will have no liability for loss or recovery of data or programs. It is the customer s responsibility to have a valid licensed copy of the operating system available. The customer must ensure that the required power outlets have been installed. The customer must have IP address available for the switch being installed. The customer must place the equipment in the immediate area into which it will be installed. It is the customer s responsibility to purchase or provide rack attachment kits, Power Distribution Units (PDUs) or other rack accessories needed to complete this service. Key Service Steps 1. Planning and Design 1.1. Review the Installation Statement of Work to ensure understanding of scope of work Review the Site Checklist (environmental and technical readiness requirements) Review the pre-site survey documentation, from the customer, to obtain the required technical configuration data Define the number of devices to attach to the switch 1.5. Create a valid Design Document Confirm Readiness Review and installation dates and highlight stringent dependencies on complete customer site readiness and product ship dates to meet the planned installation schedule Verify that the existing configuration meets the minimum hardware and software requirements Obtain a customer-accepted Statement of Work (this document). 2. Implementation and Testing 2.1. Adding a Single switch 19

20 Provide FC cable connections between the hosts and DPE to the switch Label cables from host and DPE to switch Perform initial setup of switch (IP address, Switch name, Domain) Validate that the switch firmware are at the approved revision levels Verify host and DPE to switch connectivity Zone the switch with WWN zoning Verify hosts can use the path to new switch Adding a Cascaded switch Perform initial setup of switch (IP address, switch name, Domain, etc.) Validate that the switch firmware are at the approved revision levels Verify firmware is the same on new and existing switch Save configuration on existing switch Connect the ISL cables between switches Reboot existing switch Verify ISL connection is established Provide FC cable connections between the hosts and DPE to the switch Label cables from host and DPE to switch Verify host and DPE to switch connectivity Zone the switch with WWN zoning Verify hosts can use the path to new switch. 3. Product Awareness 3.1. Conduct a brief product orientation session and review the associated documentation. This overview does not replace any available customer education courses for this product. 4. Project Closeout 4.1. Obtain customer sign off acceptance Update the existing as deployed documentation to reflect changes/additions to the solution s configuration. Important Additional Information Dell is pleased to provide the services in accordance with this Statement of Work, the Premier Enterprise Service Agreement, and the terms and conditions of the Dell Customer Master Services Agreement or your separate signed agreement with Dell, which is incorporated by reference. All updates, upgrades, and other services will be delivered in accordance with Dell s then-current standard terms for such service. Please consult your agreement for the complete terms of service. Service is available in the United States only. Customer may contact their Dell Sales Representative for information on the availability of service outside the United States. The information in this document or other documents created in the performance of the services have been reviewed and are believed to be accurate; however, Dell makes no express or implied warranties, including but not limited to any warranty with respect to the performance of any hardware or software used in conducting services or any express or implied warranties concerning the results to be obtained from the services or the results of any recommendation Dell may make, including without limitation any implied warranties concerning the performance, merchantability, suitability, non-infringement or fitness for a particular purpose of any of the deliverables or of any system that may result from the implementation of any recommendation Dell may provide. Dell is a registered trademark of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in the marks and names of others. 20