Cisco_Service_Description_-_Data_Center_Optimization_Services.pdf

Controlled Doc. #EDM-105522811 Ver: 12.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service.doc

Service Description: Data Center Optimization Services

This document describes the Data Center Optimization Services.

Related Documents: This document should be read in conjunction with the following documents also posted at www.cisco.com/go/servicedescriptions/ : (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms.

Direct Sale from Cisco. If you have purchased these Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. All capitalized terms not defined in the Supplemental Glossary of Terms for Data Center Optimization Services at the end of this document have the meaning ascribed in the MSA or equivalent services agreement executed between you and Cisco. If not already covered in your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified above. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern.

Sale via Cisco Authorized Reseller. If you have purchased these Services through a Cisco Authorized Reseller, this document is for description purposes only; is not a contract between you and Cisco. The contract, if any, governing the provision of this Service will be the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you, or you can obtain a copy of this and other Cisco service descriptions at www.cisco.com/go/servicedescriptions/.

This Data Center Optimization Service is intended to supplement a current support agreement for Cisco products and is only available where all Product(s) in Customer’s Network is supported through a minimum of core services such as Cisco’s SMARTnet and Software Application Services, as applicable. Cisco shall provide the Data Center Optimization Service described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee. Cisco shall provide a Quote for Services (“Quote”), identifying the various service elements with the corresponding SKU as shown in Appendix A, setting out the extent of the Services and duration that Cisco shall provide such Services.

Cisco shall receive a Purchase Order that references the Quote agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein.

Data Center Optimization Services

Services Summary

Data Center Optimization Service includes service areas of Data Center Architecture and Virtualization, Cloud, Data Virtualization (DV), Desktop Virtualization, Data Center Unified Computing Data Center Unified Networking Services, Data Center Unified Fabric, and Data Center Storage, OpenStack, Application Centric Infrastructure (ACI) and Cloud Onboarding.

Data Center Optimization Services provide annual, ongoing support for Customer data center architecture and virtualization, Unified Computing, application network solutions, Storage Area Networking (SAN), and Data Center (“DC”) switching, addressing the following:

• DC Layer 4 – Layer 7 (L4/7): all Cisco Content devices:

(CSS, GSS, CSM, SSLM, FWSM, ACE, AXG etc.)

• DC Caching devices: all Content Distribution modules (eg.

ACNS, eCDS), all Wide Area File Services and Devices

(eg. WAE, MDE, vWAAS, ISR, WAVE, etc.)

• DC Server Networking: Unified Computing Systems, UCS Director and Server Virtualization

• DC Nexus Family of Switches (7000, 5000, 3000, 2000, 1000v)

• DC Storage Area Network: all Cisco SAN Switches (eg.

MDS 9120/40, 9020, 9506, 9509, 9513 etc.)

• Cisco Information Server (CIS)

Data Center Optimization - General Support

Data Center Improvement Plan Ongoing Design support Ongoing Software support Ongoing Support and Project Management Support Prepare and Present Quarterly Business Review Proactive Software Recommendation Report Remote Knowledge Transfer Sessions Scheduled Change Support Test Plan Review Validation and Test Cycle standard

Data Center Strategy and Architecture Service

Data Center Virtualization Architecture Assessment Data Center Virtualization Design Review Application Migration Planning Review Architecture Value Analysis Architecture Acceleration Assessment IPv6 Architecture and Design Review

IPv6 Device Assessment Security Assessment for Secure Cloud and DC Network Devices Security Strategy Planning Support for Secure Cloud and DC Security Assessment for Secure Cloud and DC Data Center Security Posture Assessment On Site Residency

Cloud Optimization

Cloud Technology Architecture Assessment Cloud Management Automation Assessment

Data Virtualization Optimization

Data Virtualization Architecture Review CIS Site and Systems Administration Support Data Virtualization Health Check Data Virtualization Upgrade Assessment/Support Data Virtualization On Site Residency

Desktop Virtualization Optimization

Desktop Virtualization Systems Assessment Desktop Virtualization Architecture Review Desktop Virtualization Operations Audit Ongoing Desktop Virtualization Design Support

Data Center Unified Computing Optimization

UCS Architecture Assessment UCS Configuration and Performance Audit UCS Disaster Recovery Review UCS Leading Practices Audit Application Dependency Mapping Onsite Unified Computing Consulting Support UCS Health Check Nexus1000v Health Check UCS Operational Enhancement Assessment UCS System Integration Support UCS SAP HANA Heath Check UCS Application Workshop

Data Center Unified Networking (ACE, WAAS) Services Optimization

UNS Network Assessment UNS Architecture Review Application Security Assessment CSS/CSM/SSLM to ACE migration report Ongoing WAAS Mobil support ACNS to eCDS migration support WAAS Configuration Audit WAAS Health Check

Data Center Unified Fabric (Nexus) Optimization

Nexus Network Assessment

Nexus Architecture Review Nexus Advanced Feature Assessment Nexus Fiber Channel over Ethernet (“FCoE”) Support Nexus security assessment Nexus Business Continuance Review Nexus Advanced Feature Assessment Nexus Virtualization Design Review Nexus Health Check Onsite Nexus Consulting Support (EMEAR and APAC)

SAN Optimization Services

SAN Assessment SAN Architecture Review Test Plan Review SAN Health Check Storage Capacity & Impact Analysis Data Migration FCoE Support FICON Support SAN Management & Monitoring SAN Extension (FCIP, DWDM, IOA) SAN Assessment Service for Brocade displacement

Cisco Data Center Modular Knowledge Service

Cisco Data Services for Operations Enablement

Operations Audit Management Solution Architecture Review Operations Support Planning Instrumentation Audit Data Center Resiliency Analysis Management Software upgrade Support (Minor and Major) Operational process or runbook update ITSM Residency

Cisco Data Center Intelligent Automation Services

Upgrade Assessment and Support Site and Systems Administration Support Ongoing Support

Cisco Intelligent Automation for Cloud

Upgrade Assessment and Support Site and Systems Administration Support Day 2 Custom Workflow Support Ongoing Support

Cisco Network Operations Automation Services

Workshop Upgrade Assessment and Support Site and Systems Administration Support Ongoing Support Custom Design Day 2 Reactive Support Prepare & Present QBR

Cisco Workload Automation Services

Assessment Upgrade Assessment and Support Site and Systems Administration Support Ongoing Support Custom Design Day 2 Reactive Support

Connected Grid Energy Optimization Service (“EOS”)

Discovery and Information Gathering Energy Management Assessment Energy Management Support and Knowledge Transfer

Cloud Onboarding Automation Factory

Ongoing Service and Project Management Support Knowledge Transfer Usage of Automated Workload Migration Toolset Ongoing Tool Support Migration Support Systems Integration Support

OpenStack Optimization Services

Day 2 Custom Workflow Support

Application Centric Infrastructure (ACI) Optimization Services

Application Centric Infrastructure (ACI) Day 2 Reactive Custom Workflow Support

SAP HANA Optimization

SAP HANA Optimization

Data Center HyperFlex Services

HyperFlex Architecture Assessment HyperFlex Configuration and Performance Audit HyperFlex Leading Practices Audit HyperFlex Consultant Support HyperFlex Health Check

Cisco Responsibilities

Cisco shall provide services for the Customer’s data center during Standard Business Hours (unless stated otherwise).

Cisco shall provide the following General Support provisions across all the activities described below as selected by Customer:

Data Center Optimization - General Support

Designate an engineer (“Advanced Services Engineer”) to act as the primary interface with Customer for its data center optimization service delivery.

o Participate in regular visits to the Customer either via phone, email or in-person to review proactive deliverables and activities and to plan for next quarter. In-person visits not to exceed eight (8) days in aggregate. Additional visits will be mutually agreed at Cisco’s then-current travel and labor rates.

o Participate in periodic conference calls (usually weekly) to review Customer’s data center status, planning and the Services being provided.

o Monitor a Customer-specific Cisco email alias to facilitate communication with primary Advanced Services Engineer as well as the engineers on the Cisco’s Data Center team.

o Make collaboration tools available for the purposes of (including but not limited to): hosting meetings, managing documentation, instant messaging, desktop sharing, and collaborative spaces.

The quantity of any reporting and efforts for ongoing activities described herein will vary depending on Customer requirements and what Customer and Cisco mutually agree upon when Services are purchased as identified in the Quote provided by Cisco.

Ongoing Design Support o Provide informal support for incremental changes to the Data Center or architecture.

Ongoing Software Support o Provide informal support for incremental changes to device configuration or architecture.

Scheduled Change Support o Provide a remote resource for critical scheduled changes.

Cisco will make available, upon receipt of not less than twenty-one (21) days prior written request to Cisco by Customer, a designated support contact person who will be available to consult with Customer in major Network service changes (i.e. major Hardware upgrade(s), major site installation(s) or major configuration changes).

Customer agrees to submit a detailed request and schedule to Cisco prior to any such activity, which may include:

• Collaboration with Customer to evaluate the potential impact of the proposed changes

• review the implementation procedures remote assistance for Customer to resolve problems with Network changes during a major activity to the production Network

Proactive Software Recommendation Report o Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s Software management requirements and practices such as standards, migration triggers, and implementation methodologies. The Proactive Software Recommendation Report will contain overall strategy recommendations and may include, among other information informal support for incremental changes to device configuration or architecture o Each report covers a single Software track and may include, among other information, the following:

• Analysis of Customer’s current practices related to establishing and managing Software release standards and Software migration triggers

• Analysis of Customer’s current practices related Software selection, testing, staging, implementation, and troubleshooting

• Assistance establishing Software track methodologies

• Overall Software recommendation Customer should test and consider

• Descriptions of new Software features

• Unresolved Software bugs to which Customer may be exposed and if possible, appropriate workarounds

• Periodic proactive critical bug analysis for identified

Software track(s) or key Network infrastructure Software feature categories

• Periodically updated follow-up reports, at a rate of no more than once per month, for up to 120 days from the original Software recommendation date

• Assistance in defining feature requirements and performance/availability objectives as relates to Software strategy.

Test Plan Review o Review Customer test plans for thoroughness and effectiveness of planned testing. Plans will be reviewed based on issues and recommendations identified in either the Test Lab Strategy Review, Hosted testing or Network Ready for Use Testing, and Activities.

Ongoing Support and Project Management o Provide ongoing support and project management to assist with the overall delivery of the Data Center Optimization Service for incremental changes to the Network or architecture.

Data Center Improvement Plan o Provide a plan that integrates recommendations from the areas of Data Center Assessments (such as Architecture Assessment and configuration audit), Software recommendations and Bug scrub, into a single document.

The Data Center Improvement Plan represents the Customer-approved and agreed-upon Cisco recommendations as prioritized by a joint steering committee comprised of Cisco and Customer, and may be used by Customer to track future projects.

o Diagnose overall data center network health to identify, prioritize and track Data Center Nexus/WAAS health impacting issues such as availability, performance, faults and capacity based on specific business and network characteristics.

Prepare and Present Quarterly Business Review o Schedule with Customer up to four (4) quarterly visits per year (not to exceed eight (8) days in aggregate) to Customer's site to review Deliverables and activities and plan for the next quarter. Additional visits will be mutually agreed upon at Cisco’s then-current travel and labor rates (this does not apply to Unified Switching Fabric (Nexus)).

Remote Knowledge Transfer Sessions o Cisco will consult with Customer to identify requirements and topics for informal training sessions. Remote Knowledge Transfer Sessions are:

§ Delivered in English (other languages subject to availability) § Informal technical updates such as a “chalk talk” on a topic that is mutually agreed upon and relevant to the technologies in the data center.

§ Service to be provided by an Advanced Services Engineer or another senior Cisco engineer.

§ Delivered remotely for up to four (4) hours in length, with no labs and no printed course materials

§ Relevant to the Cisco products and technologies deployed in Customer’s production Network

Validation-Test Cycle and Review – Standard

Cisco will consult with Customer via a series of meetings to develop a thorough understanding of Customer’s solution testing goals and requirements, and generate a proposed Test Plan. Once agreed, Cisco will execute the tests documented in the Test Plan and report findings to Customer. Validation and Testing Support may include, among other information, the following:

§ Review of Customer’s testing goals and business objectives for the solution;

§ Analysis of requirements such as software strategy, platforms, topology, protocols, and configurations § Test Plan development or review/refine existing test plan;

§ Schedule facilities, equipment and resources;

§ Test Set Up – Perform the Physical Lab Setup;

§ Test Execution – Execute the Test Plan; and, § Test Results Analysis – Document the results in a Test

Report.

§ Validation-Test Cycle and Review - Standard Support is estimated to last between 8 to 12 weeks.

§ Validation and Testing Support is only available to certain geographic locations and will be specified in the Quote for Services.

Data Center Strategy and Architecture Service

Data Center Virtualization Architecture Assessment o Provide Data Center Architecture Virtualization

Assessment. Cisco will consult with Customer via a series of meetings to identify the future architecture requirements for a data center consolidation or data center virtualization.

A Data Center Architecture Virtualization Assessment may include, among other information:

• Review of the current data center infrastructure and future

Network requirements for consolidation, virtualization, or both

• Review of the technology architecture layers such as facilities, Network, server, and application platforms

• Analysis of technology feasibility

• Analysis of consolidation and/or virtualization impact to application business services domains

• Analysis of server inventory, performance data, and operating system data

• Analysis of potential server consolidation and/or virtualization costs and savings related to server hardware and infrastructure licenses

• Report describing the analysis comparing Customer’s current practices to Cisco’s recommended best practices and recommendations for server consolidation and/or virtualization

• Report describing analysis of performance, availability, component inventory and/or inter-dependencies of domains and views, service, and data transport, and recommendations

• Report describing opportunities and steps needed for optimization, consolidation, and /or virtualization with recommendations

Data Center Virtualization Design Review o Review Customer’s infrastructure technologies to analyze and identify virtualization opportunities in the following areas:

• Network (Layer 2/Layer 3 infrastructure)

• Network transport and application call flows

• Security networking (firewall design)

• Server load balancing

• Web caching within the data center

• Secure Sockets Layer (SSL) offload o A report of findings and recommendations based on Cisco leading practices and onsite discussions will be presented at Customer quarterly review. Recommendations may include:

• Low-level design for the Layer 2/Layer 3 infrastructure and integrated design

• High- Level design architecture review addressing an end-to-end virtualized architecture covering Network, network services, security, SAN.

These activities are performed a minimum of two times but may be performed up to four times per year for one data center after the Data Center Architecture Assessment has been completed.

Architecture Acceleration Assessment o Provides assistance to the Customer in evaluating the compute platform while simultaneously transitioning the environment towards the defined production future state. Activities may include:

• Analyzing the Customers' server and computing platform technical architecture, as it relates to projected environment, resource capacity and user community demands.

• Documenting challenges, critical success factors and risks

• Providing recommendations on infrastructure design

• Review a services framework to develop an architecture roadmap

• Review areas for reduction in complexity and total cost of ownership (“TCO”)

• Discussion of areas for increasing architectural flexibility

/agility.

Data Center Architecture Value Analysis o Cisco will provide a comprehensive financial analysis spanning the server environment, storage environment, and networking environment by analyzing costs and operational commitments o The Cisco Data Center Architecture Value Analysis

Service includes the following deliverables:

• Financial analysis report

• Capital investments required during the project lifecycle

• Savings in infrastructure, facilities, and energy costs

• Executive and technology presentations

Application Migration Planning Review o Gather current application components scheduled for deployment across the server pool considered for virtualization o Collaborate with Customer to confirm application component information related to performance, compatibility, patch level, application availability and interdependencies o Identify existing and future application service domains o Analyze application migration plan considering the following:

• seamless migration of all the IT system environments :

production , development , user acceptance test (“UAT”) part of the virtualized environment

• minimal to no changes to current Application component configuration and/or implementation

• minimal to no risk due to Application component inter-dependencies

• impact of current IT project related to existing or new IT systems that require services from the virtualized context

• Data Center architectural changes required to support remote application service access.

o Create following Reports with recommendations:

• Application Component Availability Deployment Report

• Application Component Patch Version/Level Compatibility

• Application Component Inter-dependency Views

• Application Component Performance Report

• Application Migration Strategy Document

• IT Project Impact Analysis to the Migration Strategy

• Application Migration Roadmap

Data Center IPv6 Architecture and Design Review o Provide Data Center IPv6 Architecture Assessment. Cisco will consult with Customer via a series of meetings to identify the current and future IPv6 architecture and Design requirements for a data center. A Data Center IPv6 Architecture and Design Assessment may include, among other information:

• Review of the current data center infrastructure and future

Network requirements for IPv6

• Review of existing configurations, feature and design

• Review and plan IPv6 Address Planning for Data Center, DMZ, Internet Edge

• Review and assess IPv6 dependencies like DNS, DHCP requirements

• Recommend code and feature set for IPv6 Design for the

Data Center

• Provide high level Architecture and Design guidelines and support IPv6 planning in the Data Center (DMZ, Internet Edge)

Data Center IPv6 Device Assessment o Provide Data Center IPv6 Device Readiness Assessment.

Cisco will work with Customer to gather and install necessary devices in the Network/Data Center to collect device configuration for assessment. A Data Center IPv6 device Assessment may include, among other information:

• Identify pilot and product devices/points in Data center for IPv6 piloting

• Identify devices for configuration collection either via tools or manual

• Assess and analyze configuration and system information

• Review and compile necessary recommendation for IPv6 readiness

• This may include Memory/CPU/Code upgrades

• Recommend configuration changes to enable IPv6 in the Data Center

• Provide report with device assessment and with appropriate recommendations

Security Assessment for Secure Cloud and DC Network Devices

The Security Assessment for Secure Cloud and Data Center Network Devices assesses a Customer's data center device security. This service is focused on understanding the current state of the hardening of the individual data center devices by analyzing their configuration files.

• Cisco will consult with Customer via a series of meetings to understand and analyze aspects of Customer’s Data Center and Cloud Network device security. A Device Security Assessment will be performed on up to 350 security devices in the Data Center and may include, among other information, the following:

o Review of Customer’s Data Center and cloud device security goals and requirements;

o Analysis of data center device configurations focused on security hardening of the individual devices;

o Analysis of firewall rules for common configuration issues;

o Report describing the analysis comparing Customer’s current configuration to Cisco’s recommended best practices and Cisco’s recommendations (sampled based on size and configuration of network);

o Report describing prioritized list of discovered vulnerabilities and most critical findings; and, o Interactive presentation of findings, analysis, and recommendations.

Security Assessment for Secure Cloud and DC

The Security Assessment for Secure Cloud and DC evaluates the capabilities of the network infrastructure to protect an identified business critical asset and provide a set of recommendations to remediate the identified security gaps for that business critical asset. The recommendations include improvements to topology, protocols, device configurations and security controls.

The Security Assessment includes one business critical asset and sampling of devices from one each of the following network areas: data center, internal network, and perimeter network.

Further details on the Security Assessment are described in the SDA specific Service Description at www.cisco.com/go/servicedescriptions/, incorporated herein by reference.

Security Strategy Planning Support for Secure Cloud and

DC

o Cisco will provide strategic and tactical guidance via a series of meetings or workshop around a Customer selected network security topic. Topics may include but are not limited to network security technologies, cloud, data center security.

o Participate in network Security Strategy and Planning meetings or workshop.

o Provide collateral / technical reference material (white papers, technical specifications) as requested for specific technologies or for network security architectural approaches.

o Provide guidance and recommendations for data center network security strategies.

o Develop a Security Technology Planning Meeting Report, providing a synopsis of the meeting and documenting

Data Center Security Posture Assessment

Cisco will consult with Customer via a series of meetings to understand and analyze aspects of internal and perimeter security posture of the Customer’s Network. A Data Center Security Posture Assessment (SPA) provides a point-in-time assessment of the risk posed to an organization by vulnerabilities present in the organization’s IP-networked systems and security controls. The service measures the extent to which identified vulnerabilities can be utilized to achieve unexpected or unauthorized access to the OS or applications on IP-connected endpoints (UNIX / Windows / network and security devices). The SPA will include the following:

• Internal Security Posture Assessment

• Critical Network and Asset Identification Workshop,

• Discovery and Vulnerability Identification,

• Vulnerability Confirmation and Target Analysis,

• Results Analysis and Presentation, and,

• Assessment Report.

• Perimeter Security Posture Assessment

• Discovery and Vulnerability Identification,

• Vulnerability Confirmation and Target Analysis,

• Targeted Phishing Vulnerability Analysis,

• Results Analysis and Presentation, and,

• Assessment Report.

Further details on the Security Posture Assessment are described in the SPA specific Service Description at www.cisco.com/go/servicedescriptions/, incorporated herein by reference.

On Site Residency

Cisco On Site Resident provides skilled Data Center professionals to supplement Customer personnel and spends between one and twenty five days a month onsite over a period of three to twelve months, as specified in Quote and Purchase Order, and will perform the following types of tasks:.

• Provides targeted consulting support as directed by

Customer during Customer’s normal business hours.After hours support available upon mutual agreement within scope of engagement.

• Consult with Customer staff to develop an understanding of Customer’s Data Center design and implementation, with a focus on concerns such as resiliency, self-recovery, scalability, disaster recovery, business continuance, virtualization, application traffic requirements, and ability to handle increased traffic demands.

• Participate in on site meetings and periodic conference calls to review Customer’s Network status, planning and the Services being provided

• Monitor a Customer-specific Cisco email alias to facilitate communication with Cisco designated Services team

• Resident Network Consulting Engineer may utilize Customer provided data, scripts or internal tools to assist in collecting data from the Network.

• Provide real-time monitoring and measurement of network fault, performance, capacity and availability events to proactively analyze and identify service-impacting issues

• Provide real-time notification to Customer of network, storage and compute impacting issues

• Provides guidance in the following areas

• Device/Server Admin

Functions

• Planning Of Moves, Adds, And Changes

• Change Window Support

• Basic Design Consulting

• Device Configuration

• Device Monitoring

• Resource Management

• Basic Device Troubleshooting

• Root-cause Analysis

• Technology/Device Knowledge Transfer

• Weekly Status Reporting

Cloud Optimization

Cloud Technology Architecture Assessment

The Cloud Technology Architecture Assessment will conduct an architecture and security assessment of the Customer’s current data center architecture and plans, providing analysis of current states of the architecture and security and identifying any issues found with the Customer’s current technology architecture (Network, storage and compute), as it pertains to a desire to transition to, or evolve further to (in the case of an existing cloud architecture), an architecture capable of offering cloud Infrastructure, DRaaS and software services (XaaS).Activities may include:

• Gather business and technical requirements related to

Customer’s cloud data center architecture and security by conducting a combination of on-site discovery workshops and interviews with Customer stakeholders.

• Conduct an assessment of Customer’s current architecture with aim to make recommendations on what is required to refocus the Customer’s data center plans to evolve to a cloud technology architecture.

• Cloud Technology Architecture Assessment Report

The following are not in scope of the Cloud Technology Architecture Assessment Service:

• Wireless technologies;

• Unified Communications;

• Application and/or Business services architectural recommendations. These services will be addressed only from mapping and dependencies to the technology service area perspectives and will help the definition of the network blocks in-line with Customer complete set of requirements;

• Assessment or integration of SLA services into the existing or future state of the technology services;

• Non-operational perspective analysis of the Server and Storage layers;

Cloud Management Automation Assessment

Provides an analysis of the Customer’s current management automation tools – specifically orchestration, provisioning tools, management portal and assurance tools - making recommendations for the management tools infrastructure necessary to support a cloud computing architecture capable of offering cloud Infrastructure- as-a-Services (IaaS) and/or DRaaS. In the case of an existing cloud deployment, the recommendations will focus on improvements to meet best practices for management of a cloud architecture; and in the case of a non-cloud deployment, recommendations will focus on changes and new tools necessary to meet the requirements of an existing cloud technology architecture plan.

Cisco Service Activities:

• Conduct a discovery workshop including interviews with

Customer to capture and document the Customer’s current management automation strategy and toolset, along with associated workflows.

• Assess the Customer’s requirements for cloud orchestration management tools, documenting the Customer requirements and recommendations in the Cloud Management Automation Assessment Report.

• Assess the Customer’s current performance and SLA monitoring, measurement, management and reporting tools, documenting the Customer’s capabilities and requirements for cloud computing, including SLA management and capacity management in the Cloud Management Automation Assessment Report.

• Review with Customer the Cloud Management Automation Assessment Report for comment and approval before it is formally completed and released.

• Cloud Management Automation Assessment Report

Data Virtualization Optimization

Data Virtualization Architecture Review

The Data Virtualization Architecture Review Service provides a comprehensive review of the existing CIS Data Virtualization architecture.

• Review of the overall current Data Virtualization implementation and its ability to support current and future DV needs.

• Review of the DV architecture layers, as appropriate, and provide guidance on retooling the layered DV architecture to conform to best practices

• Assess likelihood Customer can meet performance goals with their current DV structure and provide performance tuning advice on how to improve overall DV performance

• Review existing security implementation and provide recommendations for meeting current and future security requirements

• Assess current and planned front-end tools and applications and make recommendations for optimizing the access of the DV layer from these tools

• Assess current and planned back-end data sources and make recommendations for optimizing the access of the DV layer to these sources

CIS Site and Systems Administration Support

The Site and Systems Administration Support service is designed for site administrators responsible for the configuration, administration and maintenance of the Cisco Information Server (CIS) implementation. It provides expert advice and best practices to ensure day‐to‐day operations using CIS run smoothly and efficiently, with stable and scalable operations.

Cisco will provide onsite and remote support for the following activities that are generally performed:

• Monitor CIS environment(s):

o Perform daily CIS system health check (log files, archive, response time, etc) o Provide proactive notification of errors, degradation, other suspicious or unusual activity to appropriate contacts o Monitor CIS server utilization § Memory

§ CPU

§ Local storage § Throughput metrics o Create weekly service level reports

• Maintain CIS environments:

o Apply hot fixes, upgrades, etc.

o Develop and maintain daily/ weekly/monthly maintenance plans and processes o Perform Server restarts as required o Work with hardware operations for physical server maintenance as scheduled o Maintain security scheme and permissions o Maintain CIS environments according to the direction of the CIS Technical Architect o Inspect settings, software versions, etc.; check for consistency across CIS environments o Build & maintain CIS clusters o Manage processes to update CIS caches o Manage deployment related issues - migrating CIS objects from dev to test to production

• Develop and document operational and system management processes (deployment models, user management, access controls)

Data Virtualization Health Check

The Data Virtualization Health Check Service provides a comprehensive health assessment of the existing CIS Data Virtualization implementation and associated processes.

Review the integration of the CIS Data Virtualization environment with existing data management processes, including DV use case selection, project methodology, and development and testing processes

Conduct an Operational Environment Review of the existing CIS Data Virtualization environment. The Operational Environment Review includes an analysis of i) Customer’s current CIS Data Virtualization server and environment configuration; ii) operational aspects such as security, control, sizing, data connector configuration; iii) production target model; and iv) data abstraction best practices.

Conduct a Performance Usage Review. The Performance Usage Review includes an analysis of the current CIS Data Virtualization server: i) capacity, sizing, consumption of data; ii) operational logs and usage patterns; iii) promotion and deployment strategies; iv) caching engine and query optimization; and v) system tuning.

Document the findings in the Health Assessment Report.

Data Virtualization Upgrade Assessment/Support

The Data Virtualization Upgrade Assessment/Support Services will provide assessment and support services to determine the impact and effort associated with upgrading Customer’s existing CIS implementation to later versions. Cisco will consult with Customer via a series of meetings to understand and analyze aspects of Customer’s current environment.

Upgrade Assessment activities may include:

• Review Customer’s existing production functionalities, including standard product configurations, integrations and customizations to determine the actions needed to maintain the existing functionality.

• Review current platform and hardware components to ensure accurate sizing.

• Review new product features, product changes, benefits with Customer describing differences between existing and new application software versions and assess impact on existing configurations including potential fitness for use with Customer’s existing implementation.

• Document the applicability, effort and changes associated with utilizing new features and functions that are part of the new software release.

• Review customizations, integrations and assess needed changes to ensure continued compatibility and performance.

• Devise plan documenting findings and recommendation that includes one or more of:

o Detailed impact, recommended strategy and estimate the level of effort required to complete the upgrade.

o Review of Customer’s project staffing capabilities and available resources/skill sets.

o Plan and effort to remedy any issues uncovered during review process.

o Contingency and rollback plans to restore the software to its original version o Plan and effort to utilize new desired product features.

o Interactive presentation of findings, analysis, and recommendations.

o Recommend a plan and effort to remedy any issues uncovered during review process.

Upgrade Support activities may include:

• Assist in upgrading to later versions.

• Provide planning and resourcing for third party integration and product customization.

• Establish best practices for planning and running the product upgrade.

• Analyze issues encountered and help categorize them into enhancements, deployment issues, and product defects

• Support Customer during the test execution.

• Support Customer in migrating Test and Production environment.

• Executing on any post-production support activities, as defined during scoping of Upgrade Project.

Data Virtualization On Site Residency

Cisco Data Virtualization On Site Resident provides skilled Data Virtualization professionals to supplement Customer personnel onsite and offsite over a period of three to twelve months, as specified in Quote and Purchase Order, and will perform all of the previously mentioned Data Virtualization services, with a focus on the following types of tasks:.

• Provides targeted consulting support as directed by

Customer during Customer’s normal business hours. After hours support available upon mutual agreement within scope of engagement.

• Consult with Customer staff to develop an understanding of Customer’s Data Virtualization design and implementation, with a focus on concerns such as resiliency, security, scalability, performance, application and data abstraction, and DV project selection.

• Participate in on site meetings and periodic conference calls to review Customer’s Data Virtualization status, planning and the Services being provided

• Represent and communicate Customer’s Data Virtualization requirements to Cisco product planning

• Augment Customer development teams and provide mentorship of Data Virtualization development and deployment best practices

Desktop Virtualization Optimization

Desktop Virtualization Systems Assessment

Measures key performance and utilization metrics of a Customer’s desktop and application environments

• Review current technical environment

• Investigate peak utilization trends of users and desktop applications; identify optimal configuration and architecture to meet these thresholds

• Report with performance optimization recommendations for Users, Desktop Applications and End-point resource utilization

• Helps identify areas for platform improvement through implementation performance and capacity patterns, peak utilization trends, and underutilized assets

§ Mitigates risk by identifying the best and worst candidates for virtualization

Desktop Virtualization Systems Architecture Review

Review of current desktop virtualization environment configuration and surrounding infrastructure with recommendations based on leading practices

• Review of Customer’s design requirements, priorities, and goals

• Assess and analyze effects of new requirement on existing environment and develop a future deployment roadmap including recommending an architecture for the Desktop Virtualization deployments.

• Assess current disaster recovery process and provide recommendations to optimize disaster recovery capability and procedures for Cisco UCS

• Provide a review of best practices for the Desktop Virtualization environment and discuss areas for increasing architectural resiliency, availability, flexibility, and agility

Desktop Virtualization Operations Audit

Provides a review of best practices for the evolving desktop virtualization environment to support growth, improve productivity, improve business processes, and accelerate change.

• Provide a review of current state of operational best practices and processes for the Desktop Virtualization environment including management and operational tools

• Review operational key performance indicators and provide report describing specific operations recommendations for optimization based on industry leading practices

• Develop customized operational process regarding adherence and/or adoption to recommended leading practices to provide continuous desktop service improvement strategy

Data Center Unified Computing Optimization

Data Center Unified Computing Optimization is targeted to allow Customers to analyze, improve, and optimize their Cisco data center Unified Computing environment while supporting current production environments. The Service is designed to assess the Customer’s current Unified Computing environment to identify areas for improvement. This service will provide recommended leading practice deployment strategies, methodologies and configuration based on these findings. In addition, the Data Center Unified Computing Optimization Service will support planning efforts which will mitigate the risks inherent in any change process.

Unified Computing Architecture Assessment o Consult with data center staff in a series of workshops and meetings to develop a thorough understanding of Customer’s Unified Computing System (“UCS”) and UCS Director design requirements. Review current design and provide recommendations with a focus on concerns such as resiliency, availability and scalability. Cisco will also work with Customer to optimize architecture and performance for virtual and physical environments.

o Provide a detailed report that summarizes recommendations and findings. The Report may include but is not limited to:

• Review of Customer’s design requirements, priorities, and goals

• Review areas for reduction in complexity

• Assess and recommend architecture for the Unified

Computing deployments.

• Review current initiatives and align with leading practice deployment methodologies and use cases

• Assist in identifying additional opportunities to utilize UCS capabilities

• Analysis of impact of new requirements on existing environment.

• Develop a recommended architecture and future deployment roadmap.

UCS Configuration and Performance Audit o Review current configuration of Unified Computing

System, and/or UCS Director and surrounding infrastructure. Cisco will examine this information to provide recommendations based on leading practice configuration methodology and technical settings as appropriate. Activities may include but are not limited to:

• Review and analysis of virtual machine, server, Network and storage performance and utilization

• Investigate peak utilization trends and identify optimal configuration and architecture to meet these threshold

• Identify underutilized assets and recommend optimal layout for highest compression ratios for virtual machines

• Develop report on performance optimization recommendations such as system tuning, virtualized I/O, protocol optimization, and server response times.

• Review technical environment that may include: unified I/O, management switch, chassis and cabling configurations for optimum performance.

UCS Disaster Recovery Review o Provide a review of Customer's disaster recovery capability for the Unified Computing Systems (UCS) configuration. Activities may include but are not limited to:

• Assess current disaster recovery process and provide recommendations to optimize procedures for Unified Computing Systems.

• Review design for application recovery

• Review Network and storage design between primary and secondary sites

• Review UCS failover design and configuration

• Assist and support Customers in disaster recovery testing

Application Dependency Mapping o Review Customer assets in the data center and the interdependencies. Activities and deliverables may include:

• Analyze Customer business processes that are in scope in order to provide a high-level overview of the business processes, sub-processes and a list of applications that support those business processes.

• Data Collection Tools will be used to perform discovery of the identified servers in the data center environment and the associated software components that are running on those servers.

• Either data from Data Collection Tools or Customer provided data will be used to discover the networking devices within the Customer data center environment and the respective Network configurations. This service component will also map the servers that were discovered in the Server and Software Discovery Service to the Network devices to which the servers are connected.

• An automated Storage Area Networking (SAN) Data Collection Tool will be used to discover the Customer’s SAN environment. The goal of this discovery is to identify all Customer SAN devices within the Customer data center environment and their configurations.

• A Network traffic capturing Data Collection Tool will be used to capture the Network traffic using span sessions.

The raw data is converted into IP communication flows.

These flows are correlated with software and applications discovered as part of Server and Software Discovery services.

• Provide an in-depth analysis of the state of Customer’s business applications and application infrastructure dependencies. The analysis is done by comparing Customer’s business requirements and expectations for its applications using ‘use cases’ for business processes and the findings from discovery and dependency mapping between the business processes and data center applications.

UCS Leading Practices Audit o Provide a review of leading practices for the Unified

Computing environment. An evolving Unified Computing architecture can help support growth, improve productivity, improve business processes, and accelerate change in every aspect of your business

• Review current Customer UCS and/or UCS Director implementation against a list of lab and project- based leading practice configurations.

• Align applicable leading practice deployment configuration options and settings for specific Customer usage.

• Discuss areas for increasing architectural resiliency, availability, flexibility and agility.

Onsite Consultant Support

Provide ongoing, onsite Unified Computing consulting support in the form of a designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the primary interface with Customer, providing general advice and guidance related to Customer’s Unified Computing System (UCS), and/or UCS Director, up to five days per week (pending local work restrictions) during Standard Business Hours excluding Cisco holidays, locally recognized country holidays, vacation, and training days. Customer directed tasks to be performed by the Advanced Services Engineer are subject to Cisco approval, which shall not be unreasonably withheld.

Onsite Unified Computing Consulting Support is only available to certain geographic locations and will be specified in the Quote for Services.

UCS Health Check o Review current configuration of Unified Computing System

(UCS), and/or UCS Director infrastructure as part of a periodic examination of post deployment, or audited, environments, that require additional examination guided by Customer needs and concerns. UCS Health Checks are structured to service instances within a single data center environment. Periodic activities may include

• Review and analysis of virtual machine, server, Network and storage performance and utilization including management switch, chassis and cabling configurations

• Develop report on the environment as evaluated against best practices and expected server response times, virtualized I/O, and protocol optimization

UCS Application Workshop

• Provides a workshop looking at migration of existing compute environment to UCS leveraging DCAF used for UCS Health Check. The following activities will occur:

o Leverage Cisco DCAF to discover the compute server foot print in the data center o Develop a migration TCO/ROI analysis summary report o Conduct 1 day workshop to understand Customer long term goals and identify potential application/software optimization opportunities o Review preliminary TCO/ROI analysis report o If Customer is interested in moving forward, Cisco will put together an application optimization roadmap

UCS SAP HANA Heath Check

• Review current configuration of SAP HANA components as part of a periodic examination of post deployment, or audited, environments, that require additional examination guided by Customer needs and concerns.

• Provides a healthcheck in relation to SAP HANA, with the following activities:

o Scheduled quarterly maintenance and upgrade of

HANA appliance components.

o UCS firmware, UCS manager, SUSE OS, Internal

Networking, SAP HANA application, storage* o Ad hoc security upgrade support for OS and version updates to HANA o Operational support and knowledge transfer for HANA appliance o Expansion of HANA to additional nodes, chassis and storage

Nexus1000v Health Check

Review current configuration of…