Solution Pack. Managed Services Virtual Private Cloud Managed Database Service Selections and Prerequisites

Transcription

1 Solution Pack Managed Services Virtual Private Cloud Managed Database Service Selections and Prerequisites Subject Governing Agreement Term DXC Services Requirements Agreement between DXC and Customer including DXC Cloud Service Terms governing the Customer s purchase of services identified in this Solution Pack. NOTE: This service option is subject to a minimum Order term commitment of three (3) months Managed Services Virtual Private Cloud Managed Database Services, Release 9.4 ( Managed VPC Managed Database ) Prerequisite Services Customer must purchase these Services prior to selecting the Services set out in this Solution Pack: Managed Services Virtual Private Cloud ( Managed VPC ) Managed Services Virtual Private Cloud - Backup and Recovery Service ( Managed VPC Backup ) Managed Services Virtual Private Cloud - Storage Service ( Managed VPC Storage Service ) Managed Services Virtual Private Cloud Security Features ( Managed VPC Security Features ) Mandatory Addenda Managed Services Acceptable Use Policy DXC Cloud Terms Glossary DXC Technology Page 1

2 Table of Contents 1. Statement of Work Introduction Scope of Service Commencement of Services Management of Operations Service Onboarding Operational Services 7 2. Service Levels Overview Managed Database Availability Managed Database Service Credits Managed Database Operational Recovery Time Objective (RTO) Managed Database Operational Recovery Point Objective (RPO) Performance Metrics Exclusions Managed Database Management Reports Charges Managed Database Related Charges Costs and Expenses 15 DXC Technology Page 2

3 1. Statement of Work 1.1 Introduction This Managed VPC Managed Database Solution Pack shall apply to each Order placed under this Managed VPC Managed Database Solution Pack and will remain in effect unless it is terminated or expires in accordance with the Governing Agreement. In the event of any conflict or inconsistency between this Managed VPC Managed Database Solution Pack and the Managed VPC Solution Pack, this Managed VPC Managed Database Solution Pack will prevail with respect to the subject matter of this Managed VPC Managed Database Solution Pack. General descriptions or references to particular Managed VPC Managed Database Services in this Managed VPC Managed Database Solution Pack or elsewhere in the Agreement are subject to the more detailed descriptions below. Managed VPC Managed Database Services are only available for purchase by Customers who have also purchased, and DXC will be obligated to provide Managed VPC Managed Database Services only if Customer has purchased, the following services: a. Managed VPC Services as described in the Managed VPC Solution Pack; b. Managed VPC Storage Services as described in the Managed VPC Storage Solution Pack; and c. Managed VPC Backup Services as described in the Managed VPC Backup Solution Pack. Managed VPC Managed Database Service usage is limited to within the Customer s Managed VPC environment. Termination or suspension of all or any part of the Managed VPC Service, Managed VPC Storage Service and/or Managed VPC Backup Service for any reason shall automatically result in termination or suspension, respectively, of all (or in the event of a partial termination or suspension, the corresponding part) of the Managed VPC Managed Database Service under this Managed VPC Managed Database Solution Pack. 1.2 Scope of Service DXC will provide to Customer the Services described by this Statement of Work following submission of Orders. DXC will provide Managed VPC Managed Database Services that deliver a Database Management System (DBMS) on the Managed VPC infrastructure in accordance with the Managed VPC Solution Pack except where otherwise specified below. Managed VPC Managed Database Services include: installation, configuration, administration, monitoring, and management of the Database (DB) Instance, maintenance of the DB Instance and support of the DBMS environment via the Managed Services Portal. Managed VPC Managed Database Service does not include Customer Data migration, which DXC can provide on a Project basis at an additional Charge. Customer will use the Managed Services Portal to order Managed VPC Managed Database Services. A complete list of orderable items available in the requested data center can be viewed in the Managed Services Portal. Any Services ordered by the Customer in the Managed Services Portal that DXC Technology Page 3

4 are not within scope of the Solution Pack(s) signed by the Customer will result in need for the Customer to sign an additional Solution Pack. This additional Solution Pack must be signed by the Customer before the Customer Order can be fulfilled. 1.3 Commencement of Services DXC and Customer will each have the responsibilities set forth below related to the initial implementation of the Managed VPC Managed Database Services DXC Responsibilities Within the time specified in an Order that includes a request for Managed VPC Managed Database Services, DXC will: a. Install and maintain Database Instance system software; b. Provision and maintain DXC storage for DB Instances as described in the Managed VPC Storage Solution Pack; c. Provision Database Backup and Restore functions as described in the Managed VPC Backup Solution Pack Customer Responsibilities Customer shall: a. Provide support for setup, licensing and access to the Customer s Managed VPC compartment in accordance with the Managed VPC Solution Pack; b. Provide all Oracle licenses; c. Provide all Microsoft SQL Server licenses; d. Define the access type required; e. Provide vendor authorization for support function utilization; f. Plan, prepare, and execute Customer Data migration. Customer may request that DXC assist with or perform Customer Data migrations as a billable Project(s); g. Perform user testing in accordance with an agreed test plan between DXC and the Customer at the time of implementation; h. Manage application job scheduling; and i. Provide all application support. 1.4 Management of Operations DXC Responsibilities For the Managed Database systems, DXC will: a. Provide Database Instance administration and security; b. Provide database patch management; c. Provide proactive database Event detection and notification, including capacity threshold monitoring; DXC Technology Page 4

5 d. Monitor DXC Managed Database availability; e. Provide database Backup and Restore functions as described in the Managed VPC Backup Solution Pack. f. Operate and manage DXC Managed Database systems; g. Check availability of new patch sets, patches, and firmware to correct known errors, as published by the applicable vendor; and h. Implement patch set updates, patches, firmware updates and other proactive measures that do not require full installation of the database software (as available and determined appropriate at DXC s discretion) during the predefined DXC Managed Database Maintenance Windows Specific Operations Management Responsibilities Each party s specific operations management responsibilities are shown in the following table: Responsibilities DXC Customer Workload Management 1 Plan, analyze, and define database installation and configuration based on logon groups, Database Server R groups and operation modes. Job Scheduling 2 Manage application job scheduling. R Operational Administration 3 Define and implement operational procedures for inscope Configuration Item (CI) administration. R 4 Perform user and group account administration of privileged users on operating system and database level. R 5 Manage application end users and/or DB authorization profiles (roles and concepts). R 6 Manage third-party services contracted through the Customer. R 7 Perform operating system and database startup/shutdown and kernel parameter changes to meet R contractual obligations. 8 Perform operating system and database profile, parameter and file system maintenance required for Managed Database Availability or DBMS SL Tier R fulfillment. 9 Apply database patches (kernel patches, hotfixes, and support packages) that are required for Managed R Database Availability or DBMS SL Tier fulfillment. 10 Any application specific tasks. R 11 Apply or run scripts that change Customer Data. C R Legend: R = Responsible, C = Consulted DXC Technology Page 5

6 1.5 Service Onboarding Provisioning The timeframes for Managed VPC Managed Database Service provisioning vary depending on the SL Tier selected by the Customer Managed Database Architecture DXC will deliver Managed VPC Managed Database Services using physical and virtual elements as determined by DXC in its discretion Managed Mongo Databases may be configured to include: a. Virtual Database Servers used for stand-alone Mongo Database Instances; or b. Physical Database Servers used for stand-alone Mongo Database Instances Managed MySQL Databases may be configured to include: a. Virtual Database Servers used for stand-alone MySQL Database Instances Managed Oracle Databases may be configured to include: a. A Customer Dedicated Virtual Host Cluster for stand-alone Oracle Database Instances; b. Physical Database Servers used for stand-alone and clustered Oracle Database Instances; c. Up to ten (10) Oracle Database Instances on each Database Server or cluster; d. Oracle Transparent Data Encryption; and e. High Availability using: i. Oracle Serviceguard cluster with two (2) nodes in single or dual data center; or ii. Oracle Real Application Clusters (RAC) using up to six (6) nodes in single data center Managed SQL server Database Instances may be configured to include: a. Virtual Database Servers (SL Tier 2 or SL Tier 3) or Physical Database Servers used for stand-alone SQL server Database Instances; b. Up to ten (10) SQL server Database Instances on each Database Server or SQL server cluster; c. SQL server Transparent Data Encryption; and d. High Availability using: i. Microsoft SQL server Always on Availability Groups Instance using up to (five) 5 nodes in single and dual data center (Physical Database Server only); or ii. Microsoft SQL clusters using up to four (4) nodes in single or dual data center (Physical Database Server only). DXC Technology Page 6

7 Managed SQL Server Reporting Services may be configured to include: a. Virtual or Physical Database Servers used for SQL Server Reporting Services. b. The SQL Server Reporting Services will be installed, configured and made available to the Customer who is then solely responsible for the report design, access controls, definition, content, scheduling and generation. 1.6 Operational Services Incident Management Incident Management provided by DXC for Managed VPC Managed Database Services includes: a. Recovery of the agreed Managed VPC Managed Database Services within the SL Tier selected by Customer in an Order; and b. Written notification to Customer in the event of an Incident Problem Management Problem Management provided by DXC for Managed VPC Managed Database Services includes: a. Root cause analysis in case of a priority 1 Incident (as defined in the Managed VPC Solution Pack); and b. Coordination between DXC and the Customer related to the Problem resolution Event Detection and Notification DXC will: DXC will monitor the Managed VPC Managed Database Service environment to meet the Service Levels for Managed VPC Managed Database Service according to the SL Tier selected by the Customer. Monitoring will apply to the following areas: a. Specific agreed to DB Instance and database processes; b. Alert messages from the Database Server; and c. System stall, slow processing, and other negative situations or Events of the Database Server or the Database Instance. a. Monitor Database Instance Events on the basis of DXC best practice standard established thresholds; b. Raise and log Events where threshold is exceeded; c. Provide timely notification of detected Events to Incident Management; and d. Assess incoming Event alerts and take action to Restore the Database Instance as determined to be appropriate in DXC s discretion Change Management DXC Technology Page 7

8 DXC is responsible for coordination and management of moves, additions and changes to the DXC Managed Database environment for all in-scope CIs. The Customer can request additions, moves and/or changes under the terms of the Governing Agreement and these Change Management terms. Change Management activities include: a. Physical/logical database Configuration changes; and b. Database patch management. The following table sets out DXC s Change Management obligations for each SL Tier. Activity SL Tier 2, SL Tier 3 and SL Tier 4 Response to Request for Change (RFC) In accordance with the DXC Change Management processes Routine and Normal Changes Will be performed as agreed during Managed VPC Customer Maintenance Windows Up to 8 continuous hours per month of Excused Managed Database Downtime Project Changes Available on a Project basis Customer requested patches and other changes Available on a Project basis The following table shows DXC s lead time obligations for qualification of change activities listed below based on SL Tier. For purposes of this table, qualification means to review, understand and estimate effort and to agree on the time required to deliver the change. Activity SL Tier 2, SL Tier 3 and SL Tier 4 Lead time between RFC initiation and Routine Change qualification Lead time between RFC initiation and Normal Change qualification Lead time between RFC initiation and Project Change qualification Manage Backup and Restore - Time to start the database restore/recovery 2 Business Days 6 Business Days 10 Business Days Media mount time + 8 hours Configuration Management DXC will provide documentation of all CI s for the applicable systems and software that are necessary to perform the Managed VPC Managed Database Services as agreed to in an Order Security Management DXC obligations for security management are as described in the Managed VPC Security Features Solution Pack. DXC Technology Page 8

9 1.6.7 Capacity Management DXC provides monitoring of capacities of the Managed VPC infrastructure, such as CPU usage and storage, taking into account the Managed VPC Managed Database Services requirements Maintenance Impact DXC will make Routine Changes to the Managed VPC Managed Database Service environment as described in Section 1.6.4(Change Management) according to the following guidelines: a. Scheduling planned database maintenance within the appropriate Managed VPC Customer Maintenance Windows; b. Scheduling planned changes to Managed VPC Managed Database Services that have been agreed to under the Change Management Process within the Managed VPC Customer Maintenance Windows; c. Providing advance written notice to the Customer of Managed VPC Customer Maintenance Windows; and d. Providing the Customer suggested alternatives to minimize any disruption in use of DB Instances resulting from Managed VPC Customer Maintenance Windows Managed VPC Managed Database Services Call Handling In the case of an Incident or Problem with the Managed VPC Managed Database Service, the Customer s Authorised Representatives may contact the DXC Operations Center by telephone subject to the limitations in the table below. The Authorised Representatives will also log service requests with the DXC Service Desk. The service requests will be handled and addressed by the appropriate DXC support personnel. After the Incident or Problem has been addressed, DXC will notify the Customer. A dedicated DXC phone number will be provided to the Customer upon commencement of the Managed VPC Managed Database Services. Limitation Description Number of Authorised Representatives per Customer Service delivery language Incoming channel through which Incidents will be received. Participate in Customer led isolation of application performance issues. Limitation Values SL Tier 2, SL Tier 3 and SL Tier 4 5 English Monitoring and telephone Available on a Project basis DXC Technology Page 9

10 2. Service Levels 2.1 Overview This section describes Service Levels for Managed VPC Managed Database Services, the manner in which they are measured and reported, and the consequences of Faults. 2.2 Managed Database Availability DXC will monitor the DXC Managed Database environment using DXC proprietary database monitoring tools. Managed Database Availability will meet or exceed the Service Levels for Managed VPC Managed Database Availability as shown in the following table: SL Tier 2 SL Tier 3 SL Tier 4 Managed Mongo Server Reporting Services 99.0% N/A N/A Managed MySQL Server Reporting Services 99.0% N/A N/A Managed Oracle Database 99.0% N/A N/A Managed Oracle RAC N/A 99.9% N/A Managed Oracle Serviceguard cluster N/A 99.9% 99.9% Managed SQL Server Always on Availability N/A 99.9% 99.9% Groups Instance Managed SQL Server Database 99.0% 99.9% 99.9% Managed SQL Server Reporting Services 99.0% N/A N/A Tier 1 No SLA Tier 2 Service provided within a single data center Tier 3 High availability, Service provided within a single data center Tier 4 High availability, Service within a dual data center A DXC Managed Database is considered available if: a. A defined user can logon to the DXC Managed Database; or b. Excused Managed Database Downtimes apply. Excused Managed Database Downtime means one or more of the following: a. Downtime resulting from the system (e.g., CPU, memory, etc.) being loaded beyond capacity or experiencing performance degradations due to over utilization in either normal production or upon fail over. b. Downtime caused by application errors. c. Downtime induced or caused by Customer's DB application user. d. Downtime caused by single points of failure due to Customer accepted standard architecture for these SL Tiers. e. Downtime caused while rollback from uncommitted application transactions takes place to maintain the integrity of the database. DXC Technology Page 10

11 f. Downtime during agreed periods for migrations and application installation or maintenance. g. Downtime due to any of the performance metrics exclusions listed in Section 2.6 (Performance Metric Exclusions). Customer will be granted limited system administrator access rights during periods of migrations and application installation or maintenance. During such periods the Service Levels for Managed VPC Managed Database Service shall be suspended. 2.3 Managed Database Service Credits In the event of a Managed Database Fault, the Customer will receive a Service Credit to its Managed Services Portal account in an amount equal to two (2) percent of the applicable monthly Charge (in the month the Managed Database Fault occurred) for the affected Managed VPC Managed Database Services. Service Credits are usable for future Orders but expire twelve (12) months after issuance. 2.4 Managed Database Operational Recovery Time Objective (RTO) RTO is measured manually based on timestamps generated by the call tracking system for the DXC Managed Database environment Incidents. The start time of the Incident will be the time at which the Incident ticket is opened. The RTO for each SL Tier is shown in the table below. Quality SL Tier 2 SL Tier 3 SL Tier 4 Database Recovery Time Objective 7.5 hrs 44 mins 44 mins DXC shall be relieved of its RTO obligations in the following circumstances: a. Systems become inoperable or subject to serious performance degradation due to (i) over utilization of system resources caused by Customer applications, (ii) over utilization in normal production; or (iii) fail over outside the capacity and performance requirements provided by the Customer. b. Downtime caused by known application errors defined in the DB vendors known error database. Exclusion considers known errors without solution and known errors with a solution where the implementation process has been started but not completed or is being delivered by the Customer. c. Downtime induced by the use of inappropriate commands by Customer's DB application user. d. Outages caused by single points of failure that are agreed as part of the standard architecture for these SL Tiers. e. Accounted downtime while rollback from uncommitted application transactions takes place (rollback activity at the DB startup phase). 2.5 Managed Database Operational Recovery Point Objective (RPO) Provisioning Requirements for Backup and Recovery Services DXC Technology Page 11

12 DXC s RPO are conditioned upon the Customer minimally purchasing the following Local Protection Services for the applicable SL Tier and Off-Site Tape Copy Services under the Managed VPC Backup and Recovery Solution Pack. Customer can order additional Backup and Recovery Services for Managed VPC above and beyond these minimum purchase requirements as available in the Managed Services Portal. If the Customer chooses not to purchase the minimum required level of Off-site Tape Copy Service, Customer accepts responsibility for loss of data in the event of a data center outage Local Protection Service SL Tier 1 SL Tier 2 SL Tier 3 SL Tier 4 Filesystem Backup Online Database Archive Log Backup Online Database Backup Protection Period (minimum required) Protection Period (optional) Weekly Full and Daily Incremental Weekly Full and Daily Incremental Weekly Full and Daily Incremental Weekly Full and Daily Incremental Daily 2x Daily - 2x Daily - 12x Daily - 12x Weekly Full and Daily Incremental * Weekly Full and Daily Incremental * Daily - Full Daily Full 30 Days 30 Days 30 Days 30 Days 60 Days 60 Days 60 Days 60 Days * If Weekly Full and Daily Incremental backup is selected it will result in configuration of daily incremental backup for Oracle and differential backup for MS SQL Off Site Tape Copy and Compliance Archive Service Copy Frequency Daily Off Site Tape Copy (minimum required) Daily Off Site Tape Copy (optional) Monthly Off Site Tape Copy (optional) Yearly Compliance Archive (optional) Protection Period thirty (30) sixty (60) days twelve (12), or twenty-four (24) months five (5), seven (7) or ten (10) years RPO Obligations DXC s RPO obligations vary depending on the Event causing the data Restore and the SL Tier selected by the Customer. For replication of logs, the retention period for each SL Tier is shown in the table below. If the Customer chooses not to purchase this retention service for log shipping, Customer accepts responsibility for loss of data in the event of a data center outage. DXC Technology Page 12

13 Log Shipping SL Tier 1 RPO SL Tier 2 RPO Depending on frequency (between 2 and 24 hrs) SL Tier 3 RPO Depending on frequency (between 2 and 24 hrs) SL Tier 4 RPO Depending on frequency * (between 2 and 24 hrs) Log shipping on disk (optional) N/A (*) Up to last written transaction log file included due to data mirroring in dual data center. In all other circumstances, the RPO for each SL Tier is shown in the table below. SL Tier 1 RPO SL Tier 2 RPO SL Tier 3 RPO SL Tier 4 RPO 7 days 12 hrs 2 hrs 2 hrs RPO Exclusions DXC shall be relieved of its RPO obligations in the following circumstances: a. Outages induced by third party support provider that is not a subcontractor of DXC; b. Downtime occurring during the recovery of a database after failures not under the control of DXC; c. If Managed VPC Database Services under SL Tiers 1, 2, 3 are agreed by design not to cover point in time recovery when log shipping is diverted to an alternate data center; or d. Failure or unavailability of Customer provided network services, such as Domain Name Service, NTP, and Active Directory. 2.6 Performance Metrics Exclusions DXC will not be responsible for a failure to meet any SL Tier to the extent that such failure is directly attributable to any of the following: a. Customer failure to fulfill obligations or responsibilities as defined in this Agreement; b. Infringements of third party proprietary rights by Customer or a Customer third party; c. Willful misconduct or violations of law by Customer or a Customer third party; d. Service or resource reductions requested or approved by the Customer; e. Customer failure to grant permission for requested maintenance; f. Failure due to defects in third party hardware or software; g. Planned downtime that is the result of scheduled time required to perform system maintenance (for example, preventive maintenance, system upgrades); h. Service outages caused by a Customer operator, End User, product usage error, or Customer managed Configuration Items; DXC Technology Page 13

14 i. Failure of Customer to approve/implement recommendations made by DXC that affect service availability, including, but not limited to capacity recommendations; j. Downtime caused as a result of any issue as to which DXC has notified Customer that downtime should be scheduled; k. Failure of Customer to maintain Customer hardware and software at vendor required revision levels and under maintenance agreements at recommended levels; l. Databases hosted with applications on the same Database Server; or m. Downtime caused by the application DBA at the DBA administration level during migration, installation or upgrade of a Database Instance. 2.7 Managed Database Management Reports The following standard reports are provided monthly by DXC: a. Incident Report and Problem Report, which will contain information from the Management System regarding Incidents and Problems which occurred during the previous month. b. Metrics Report, which will contain information associated with the Managed Database Availability, Incident resolution, Problem resolution, and database RTO performance. DXC Technology Page 14

15 3. Charges The following terms apply in addition to those set forth in the Managed VPC Solution Pack. 3.1 Managed Database Related Charges Customer agrees to pay one-time Charges and recurring service Charges applicable to the Managed VPC Managed Database Services Orders. 3.2 Costs and Expenses DXC Charges include the services expressly described by Section 1, Statement of Work of this Managed VPC Managed Database Solution Pack. Customer remains responsible for all of its other costs and expenses related to receipt and use of the Managed VPC Managed Database Services, including those related to Managed VPC Services. DXC Technology Page 15

16 Solution Pack Revision History Offering: Managed Services Virtual Private Cloud Managed Database Service Solution Pack Version# Offering Release# Revision Date Section Reference(s) Description of Change V1.0 R Dec V1.1 R Dec-2016 All Conversion from Hewlett Packard Enterprise to Enterprise Services, LLC as contracting party. V2.0 R Apr-2017 All Conversion from Enterprise Services LLC to DXC Technology V2.1 R Jun V2.2 R Sep All Applied updates from Cloud Terms Glossary DXC Technology Page 16