Service Description: Cisco Preemptive Service

Transcription

1 Page 1 f 6 Service Descriptin: Cisc Preemptive Service This dcument describes the Cisc Preemptive Service fr fllwing technlgies: - Brderless/NGN - Cllabratin - DC clud and VXI - SP Vide - Mbility Related Dcuments: This dcument shuld be read in cnjunctin with the fllwing dcuments als psted at : (1) Glssary f Terms; (2) List f Services Nt Cvered; and (3) Severity and Escalatin Guidelines. All capitalized terms in this descriptin have the meaning ascribed t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased these Services directly frm Cisc, this dcument is incrprated int yur Master Services Agreement (MSA) r equivalent services agreement executed between yu and Cisc. In the event f a cnflict between this Service Descriptin and yur MSA r equivalent services agreement, this Service Descriptin shall gvern. The Cisc Preemptive Service are intended t supplement a current supprt agreement fr Cisc prducts and are nly available where all Prduct(s) in Custmer s Netwrk is supprted by Cisc s Fundatin Technlgy Service Prvider Optimizatin Service r Netwrk Optimizatin Service. Cisc shall prvide the Cisc Preemptive Service described belw as selected and detailed n the Purchase Order fr which Cisc has been paid the apprpriate fee. Cisc shall prvide a Qute fr Services ( Qute ) setting ut the extent f the Services and duratin that Cisc shall prvide such Services. Cisc shall receive a Purchase Order that references the Qute agreed between the parties and that, additinally, acknwledges and agrees t the terms cntained therein. Availability f Services described herein and service delivery may vary by gegraphical regin. Cisc Preemptive Service Service Summary Cisc Preemptive Service is a package f services that targets a high level f service fr Custmers netwrks thrugh real-time mnitring, analysis and recmmendatins. This flexible package allws the Custmer t select amngst three tiers f service ffers: 1) Base Package; 2) Standard Package; r 3) Advanced Package. Within the Brderless/NGN technlgy, Netwrk Mdeling capability is als available (ptinally), as a service t address capacity planning needs, and predict netwrk behavir during failure cnditins r ther changes t the netwrk r the traffic it is carrying. Cisc Respnsibilities The Cisc Preemptive Service will build upn Cisc s Fundatin Technlgy Service Prvider Optimizatin Service r Netwrk Optimizatin Service ( NOS ), as applicable. The Cisc Preemptive Service cnsists f varius packages and General Supprt as described belw, which Cisc shall prvide fr the Custmer s Netwrk during Standard Business Hurs (unless stated therwise). General Supprt Cisc shall prvide the fllwing general supprt fr all Service mdules selected by the Custmer under the Cisc Preemptive Service ffering: Designate an engineer ( Netwrk Cnsulting Engineer ) t act as the primary interface with the custmer, alng with a Cisc prject manager appinted fr the Custmer. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public

2 Page 2 f 6 Designate engineer(s), as needed, t wrk with the Cisc prject manager and the primary Netwrk Cnsulting Engineer Participate in regular meetings with the Custmer as required by the prject manager bth via phne r inpersn quarterly and via phne weekly/bi-weekly/mnthly based n custmer request t review preemptive recmmendatins, cntracted deliverables and activities, and t plan fr next quarter. In persn visits nt t exceed fur (4) n-site visits annually with an aggregate f eight (8) days. Additinal visits will be mutually agreed at Cisc s then-current travel and labr rates. Cnsult with Custmer netwrking staff in a series f meetings t develp a thrugh understanding f Custmer s Netwrk design and implementatin, with a fcus n cncerns such as resiliency, self-recvery, scalability, disaster recvery, business cntinuance, virtualizatin, applicatin traffic requirements, and ability t handle increased traffic demands and priritizatin via quality-f-service ( QS ). Participate in peridic cnference calls t review Custmer s Netwrk status, planning and the Services being prvided. Mnitr a Custmer-specific Cisc alias t facilitate cmmunicatin with Cisc designated Services team. Netwrk Cnsulting Engineer may utilize Custmer prvided data, scripts r internal tls t assist in cllecting data frm the Netwrk. Prvide real-time mnitring f netwrk fault, perfrmance, capacity and availability events and data t practively analyze and identify ptentially service-impacting issues. Prvide real-time ntificatin t Custmer f mutually agreed events that may r may nt have an immediate impact n netwrk perfrmance. Establish prductin cnnectivity between the Custmer netwrk and the Cisc data center lcatin using a secure VPN, based n agreed t requirements between Custmer and Cisc prir t g-live. Cmplete ther startup activities as determined by teams during startup prcess t successfully mnitr custmer netwrk. Activities include, but are nt limited t, a readiness checklist t determine if Custmer netwrk is ready fr mnitring. Third Party Prducts. Cisc may supprt third party devices under Cisc Preemptive Services thugh actual level f supprt culd vary depending n prducts and technlgies in scpe. Typically, third party supprt is available under Base Package (as described belw) subject t availability f SNMP MIB instrumentatin, and by exceptin t higher package levels. Cisc shall prvide real-time ntificatin, perfrm trend analysis, and prvide high-level ptimizatin recmmendatins fr third party devices. Shuld further analysis f ptential service impacting issues n these devices be required, Custmer shall wrk with the applicable third party vendr fr reslutin. Preemptive Service Activities and Deliverables Cisc prvides cntinuus rund-the-clck netwrk mnitring, practive ntificatins, key perfrmance indicatrs ( KPI ) trending and netwrk health reprts, and peridic ptimizatin recmmendatins. 24x7 mnitring f KPIs (fault, perfrmance, capacity & availability), depending upn the service tier selected by Custmer Real-time ntificatin t Custmer f agreed upn ptential netwrk impacting events including threshld crssing alerts ( TCAs ) and infrastructure resurce usage Overall netwrk health trend analysis and reprts Analysis f key infrastructure usage trends (depending n the selected service tier) Peridic (ex. mnthly) ptimizatin reprts fcusing n prblem management and ptimizatin f netwrk behavir fr fault, perfrmance, capacity and availability areas Technical advise fr tuning, ptimizatin & upgrade recmmendatins Peridic (fr ex: Quarterly) meetings between Cisc and Custmer t establish gals, assess accmplishments and review metrics Real-time web-based prtal access (depending n selected service tier) fr infrastructure resurces, and fault, perfrmance, capacity, availability and netwrk health infrmatin Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public

3 Page 3 f 6 Custm dashbards, as mutually agreed, representing different business and peratinal bjectives Peridic calibratin f the management platfrm t align with changing Custmer envirnment. Nte that majr netwrk changes may require re-scping f the service. Preemptive Service Packages Base Package The Base Package ffers the basic level f supprt, which includes device level Key Perfrmance Indicatrs (KPI) mnitring and analysis. Mre specifically, the fllwing activities are perfrmed: Device level fault management that includes syslg & trap mnitring, and tp-event and tp-talker analytics Device level perfrmance management that includes mnitring f device KPIs (CPU, memry, interface, temperature etc.), set up f KPI threshlds as per Cisc best practices and Custmer specified bjectives, and trend analysis Device-level availability management such as device uptime and redundancy checks. Device-level capacity management including day frecasting f device capacity KPIs Standard Package The Standard Package ffers netwrk level mnitring and analysis. Activities under this package include the fllwing: Base Package tasks described abve Fault trending reprts by time, by netwrk hierarchy, by frequency & by lcatin Netwrk-level perfrmance analysis including cntrl plane KPIs such as BGP, OSPF, ISIS, STP, MPLS-TE etc. Netwrk-level availability analysis such as cntrl plane (MPLS L2VPN, L3VPN availability and neighbr uptime day frecasting f netwrk capacity KPIs Access t web-based prtal, which prvides a custmized view with real-time data related t Custmer s infrastructure in scpe. Advanced Package The Advanced Package includes netwrk service level mnitring and analysis. Basic activities under Advanced Package include the fllwing: Standard Package tasks described abve Service-level perfrmance analysis and reprting such as latency, jitter, packet lss fr a specific class f service and site-t-site matrix view day frecasting f service layer capacity KPIs such as queue length. Netwrk Mdeling (Optin) As an ptin under the Advanced Package fr Brderless/NGN technlgy based netwrks, Netwrk Mdeling service is available. Netwrk Mdeling service prvides netwrk level visibility int traffic paths taken by different service traffic types such as vice, vide, Wi-Fi etc t allw Custmer t understand and predict netwrk behavir. Sme f the key activities under Netwrk Mdeling service are listed belw. Identificatin f areas f subptimal design such as single r multiple pints f failure, subptimal ruting, insufficient capacity availability etc Assistance with Capacity Planning t supprt future business needs such as plans fr adding mre subscribers r rlling ut a new service Peridic recmmendatins t supprt future traffic prfiles and imprve netwrk ability t handle failure cnditins Further details related t Netwrk Mdeling are described in the Cisc Netwrk Mdeling Service - Service Descriptin, lcated at Cisc_Netwrk_Mdeling_Service.pdf, hereby incrprated int, and made part f, this Service Descriptin by this reference. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public

4 Page 4 f 6 Custmer Respnsibilities Prir t perfrmance f Cisc Preemptive Service by Cisc, Custmer must prvide all required dcumentatin as specified in the Appendix A fr Cisc apprval. Ensure that the devices under scpe f the service are functining prperly as per the criteria listed in the Appendix A, as applicable. Designate at least ne (1) technical representative in each area cvered under the Cisc Preemptive Service, wh must be a Custmer emplyee in a centralized Netwrk supprt center, t act as the primary technical interface t the Cisc Netwrk Cnsulting Engineer(s). Custmer will designate as cntacts senir engineers with the authrity t make any necessary changes t the Netwrk cnfiguratin. One individual, wh is a senir member f management r technical staff, will be designated as Custmer s primary pint f cntact t manage the implementatin f services selected under this Service Descriptin (e.g., chair the weekly cnference calls, assist with priritizatin f prjects and activities) Be respnsible fr fllwing mutually agreed upn engagement prcesses. Be respnsible fr crdinating n-site activities. Prvide direct and cntinuus access t Custmer s Netwrk t allw the mnitring platfrm t gather apprpriate infrmatin frm the Custmer s netwrk. In the event Cisc prvides Data Cllectin Tls r scripts lcated at Custmer s site, ensure that such Data Cllectin Tls r scripts are lcated in a secure area, within a Netwrk envirnment prtected within a firewall and n a secure LAN, under lck and key and with access restricted t thse Custmer emplyees(s) r cntractr(s) wh have a need t access the Data Cllectin Tls and/r a need t knw the cntents f the utput f Data Cllectin Tls. In the event Data Cllectin Tl prvided by Cisc is Sftware (if mutually agreed fr future deplyments), Custmer agrees t make apprpriate cmputers available and dwnlad Sftware as needed. Custmer shall remain respnsible fr any damage t r lss r theft f the Data Cllectin Tls while in Custmer s custdy. Prvide cnfiguratin infrmatin and infrmatin n features implemented as needed. Ntify Cisc Netwrk Cnsulting Engineer f any significant Netwrk changes (e.g. tplgy, cnfiguratin, new IOS releases). Identify and cmmunicate business requirements necessary fr Cisc t mnitr required KPIs fr each service. In the event the Netwrk cmpsitin is altered, after the Services selected under this Service Descriptin have becme effective, Custmer is respnsible t ntify Cisc in writing within ten (10) days f the change. Cisc may require mdificatins t the fee if the Netwrk cmpsitin has increased beynd the scpe cvered by the riginal pricing qute fr Services. Create and manage an internal mail alias fr cmmunicatin with Cisc Netwrk Cnsulting Engineer. Retain verall respnsibility fr any business prcess impact and any prcess change implementatin. Be respnsible fr all issue reslutins requiring nsite field presence. Prvide details f Custmer requirements n the prgram(s) it wants Cisc t manage. Prvide access t all relevant Custmer material, equipment, facilities and persnnel required t manage the prgram(s). Prvide infrmatin n current releases running in the Netwrk and current cnfiguratin templates. Prvide infrmatin n Custmer business and technical requirements fr new Sftware releases. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public

5 Page 5 f 6 Ensure that facilities and equipment are available t hst the infrmal technical update sessins. Prvide infrmatin f Custmer certificatin prcess and lab testing prcess. Be respnsible fr implementing actinable recmmendatins prvided by Cisc. Infrmatin n any service level agreements r Netwrk perfrmance requirements Lw-level design dcument describing hw Custmer Netwrk is built and engineered t meet a specific set f technical requirements and design gals. The level f details must be sufficient t be used as input t an implementatin plan. Ensure key detailed design stakehlders and decisin-makers are available t participate during the curse f the service. Prvide r extract additinal infrmatin required fr Cisc t cver Availability Management functin (e.g., current and planned traffic characteristics). Infrmatin n critical applicatins supprted by the Netwrk Infrmatin n which applicatins are missin-critical and their pririty schemes Infrmatin n Custmer s plans fr business cntinuance, cnslidatin, and virtualizatin Infrmatin n expected Netwrk grwth and applicatin mix changes Data cllectin activities as needed t facilitate a specific Cisc analysis Infrmatin n any future advanced technlgy implementatins Review details f any planned changes with Netwrk Cnsulting Engineer Maintain separate cntracts with third party vendrs fr nn-cisc devices that are addressed under this Cisc Preemptive Service ffer Appendix A Readiness fr Hand-ff - Cisc Preemptive Service Netwrk Operatinal Status The Custmer will dcument an Operatinal Readiness Test (ORT) r similar prcess that certifies that the netwrk is ready fr peratin. All netwrk equipment will be installed as per the design dcuments prvided by custmer, and verified as peratinal. Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public

6 Page 6 f 6 Dcumentatin Prvide High Level Design and Lw Level Design fr the netwrk including device names, IP addresses, SNMP passwrds, cnfiguratin, and any ther dcumentatin. Prvide as-built dcumentatin including device names, IP addresses, SNMP passwrds, device cnfiguratins, and any ther netwrk dcumentatin. Device Access Apprpriate access fr Preemptive team int all prducts in scpe. Hst Names must match as built dcumentatin Syslgs enabled n all devices and pinting t Cisc data center SNMP traps enabled n all devices and pinting t Cisc data center All devices reachable frm the Cisc data center fr ICMP and SNMP plling Cntrlled Dc. #EDM Ver: 1.0Last Mdified:10/7/ :22:06 PM Infrmatin. Cisc_Preemptive_Service.dc This dcument is Cisc Public