Service Overview. Dell Services. Service Description: PowerEdge & PowerVault Maintenance

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1 Dell Services Service Description: PowerEdge & PowerVault Maintenance Service Overview Dell will provide the services in accordance with this Service Description and the Terms and Conditions of the Dell Customer Master Services Agreement at or customer s applicable separate signed agreement with Dell. Dell PowerEdge & PowerVault Maintenance Service provides for proactive, periodic assessment, updates and upgrades of customers installed PowerEdge and PowerVault systems by a Dell-certified engineer. It is aimed primarily at those customers that have not made arrangements to keep their systems updated themselves. Service Key Points 1. The service will be sold by tag, with a minimum of 5 tags per site 2. The Service comprises 2 key stages. (i) Discovery / Analysis / Identify and (ii) Plan / Deploy / Validate. Both elements will be delivered by Dell-certified on-site engineers. Sites with a large number of systems may require separate visits 3. After the first phase of the service, i.e. Discovery / Analysis / Identify the customer will receive a report listing all the systems than need to be updated. After the second phase of the service, i.e. Plan / Deploy / Validate, a final report showing all systems that are fully compliant will be generated and passed to the customer 4. The service will be delivered by Dell-certified personnel 5. The service mandates 1 or 2 service events per year depending on customers needs. These will be scheduled with the customer at approximately half-year intervals. Customers will be contacted by the Enterprise Maintenance Centre to schedule the service which must be delivered within 30 days of the due date 6. The service contract is available with 1 to 5 year duration 7. The service will be managed by the Enterprise Maintenance Centre which will co-ordinate and schedule the events with the customer 8. Customer entitlement is directly tied to the specific service tag only 9. Customer must have a valid Platinum Plus or Gold Enterprise Support service contract as a prerequisite for Dell PowerEdge / PowerVault Maintenance service. 10. The Dell PowerEdge / PowerVault Maintenance service shall expire at the end of the agreement term or use of the entitled service, whichever comes first. Service Description Dell will use a customised VMware solution using Dell IT Assistant & reporting features specifically packaged for this service offering. Dell OpenManage IT Assistant enables organizations to significantly enhance management of the software life-cycle process, allowing administrators to inventory software asset information (BIOS, firmware, and drivers) in a centralised database, compare that asset information with a certified Dell Update Package or System Update Set; and schedule software updates for remote systems. 1

2 The PowerEdge & PowerVault Maintenance Service can be delivered as follows: 1. Full on-site delivery: phase 1, 2 on-site, with potential for further on-site visits. 2. It is anticipated that future iterations of the service will incorporate a remote service delivery element. The service is coordinated and managed by the Enterprise Maintenance Centre. Each system that is covered will receive an inventory, analysis and recommendation for that system s level software (e.g. BIOS, firmware and drivers), and also apply needed patches to those systems subject to customer review, approval and sign off. There are two phases which cover six steps of the delivery process which are summarised in the following table: Service Phase Key Service Attributes Detail on Process Stage 1 Discovery Analysis Identify Discovery of customer s system-level software on those servers entitled to service & deployment of agents. The Dell agents will remain on the systems after the service has been completed & will have no effect on system performance or network traffic. It will also speed up service delivery for the next scheduled event. A report will be generated to show a comparative analysis of customer s existing system level software vs. the Known Good State.These updates are qualified and approved by Dell Product Group. IT Assistant will identify all systems that are required for service & the updates which are required into 3 categories Urgent, Recommended, or Optional This report will be given to the customer for verification & show which systems are required for updating. Plan Customer can plan a schedule based on the report to deploy the patches to those systems that have been identified as non compliant. The Dell engineer will then prepare for deployment using the packaged solution based on the plan. Stage 2 Deploy Dell engineer will deploy updates. Validate Dell engineer ensures all systems are updated and will provide a report to customer showing updated status of all systems 1. Discovery The first step of the Dell PowerEdge / PowerVault Maintenance process focuses on data gathering. During the Discovery phase, the Dell-certified engineer will push out an agent to the servers on the network and bring back the current system level software information of those servers (listed by service tag or IP address) that have service coverage. The agents that are deployed onto the systems will remain on the systems after the service is completed, these are passive agents. The customer will need to allow the Dell service providers laptop to be connected to the network. 2. Analysis The second step of the Dell PowerEdge / PowerVault Maintenance process focuses on performing an analysis comparing the current system level software on the server with the Dell-qualified and tested stack of software updates for that particular system. 3. Identify 2

3 After the Analysis has been performed, the Dell-certified engineer will provide the customer with a report showing which systems require patches to their system level software and rank these updates as Urgent, Recommended or Optional. 4. Plan The Dell-certified engineer will work with the customer, as per the report generated from the previous 3 steps, to decide on which systems the customer would like to have updated. The customer will sign off on the deployment of these system level software updates. 5. Deploy Once the plan for deploying the patches has been agreed, the engineer will push out the qualified stack of software patch updates to those designated servers. The Dell-certified engineer will then reboot each server so that the patch may take effect. This deployment must take place within 10 working days of customer receipt of report. 6. Validate The Dell-certified engineer will ensure that no problems arose from the patch updates on those servers. If no problems occurred, a report is provided showing updated status of all systems and the customer will sign off stating that the service was completed in a satisfactory manner. If issues occur while on-site, they will be covered by standard warranty, and standard Service Level Agreement (SLA) as per service contract will be adhered to. Prerequisites & Customer Responsibilities 1. The PowerEdge or PowerVault systems for service systems must have a complete and current backup of any existing data. To the extent permitted by applicable law, Dell will have no liability for loss or recovery of data or programs and will not perform the service until the customer confirms that a full back up of data and programs has been completed. 2. Allow Dell-certified engineer to connect to the customer s network and specified systems with the necessary administrative rights. 3. Customer must have a representative available to meet with the Dell-certified engineer when arriving onsite and be on hand to review the discovery phase output and provide authorisation to Dell-certified engineer to apply system level updates those systems requiring updates. 4. All systems to be up and running with no outstanding service requests with Dell support. 5. Simple Network Management Protocol (SNMP) must be installed and configured. 6. User A/C with local admin access to deploy patches to be made available to the Dell engineer. 7. All systems shall be in the same premises and geographical location. 8. Customer must have a Domain Naming Services (DNS) and be able to provide fully-qualified domain names of the systems that require service to the Enterprise Maintenance Centre. 9. Customer will have to reboot all servers to ensure they are working correctly and that there are no stale patches before applying the Dell updates. 10. The customer is obliged to have the maintenance activity carried out within the maintenance window specified by the Enterprise Maintenance Centre - approximately 30 days from date of scheduled service. Failure to comply might result in the maintenance service/activity being forfeited. 3

4 Supported Systems, Components & Operating systems At the time of launch the following systems will be supported: Supported systems The following PowerEdge systems are supported on the Dell PowerEdge Installation and Server Management CD version : 600SC, 650, 700, 750, 800, 830, 840, 850, 860, 1600SC, 1650, 1655MC, 1750, 1800, 1850, 1855, 1900, 1950, 1955, 2600, 2650, 2800, 2850, 2900, 2950, 2970, 4600, 6600, 6650, 6800, 6850, 6950 and nx1950. Dell PowerVault 220S/221S PowerVault MD1000 PowerVault 100T firmware PowerVault 110T firmware Components System BIOS System firmware, also known as the Embedded Systems Management (ESM) firmware Dell Remote Access Controller (DRAC) firmware, which also includes Embedded Remote Access (ERA) firmware Broadcom & Intel Nic drivers PowerEdge Expandable RAID Controller (PERC) firmware and driver Cost-Effective RAID Controller (CERC) firmware and driver Dell PowerVault 220S/221S firmware PowerVault MD1000 firmware IDE Controller drivers Baseboard Management Controller (BMC) firmware SCSI Backplane (BP) firmware SAS BP firmware PowerVault 100T firmware PowerVault 110T firmware Supported Operating systems Microsoft Windows 2000 Server family (32-bit extension) (includes Windows 2000 Server SP4 and Windows 2000 Advanced Server SP4) Microsoft Windows Server 2003 R2 (32-bit and 64-bitextensions) (Standard, Enterprise and x64 editions), Microsoft Windows Server 2003 SP1 & SP2 (Web Edition), Microsoft Windows Storage Server 2003 R2 (includes Express, Standard, Workgroup, and Enterprise editions), Microsoft Windows Server 2003 SBS R2 Not included with this service Any activities beyond the scope of the on-site services described in this SOW, including but not limited to: Hardware additions OS Updates (e.g. Service Pack updates, Security Updates) Only those servers (listed by Dell with an eligible server tag) that have service coverage Only hardware qualified by Dell Engineering Only those supported systems as set out Hard Drive Firmware will not be updated. Please contact Dell Support for more instructions. Any activity not related to updating system level software patches Scheduling - Service purchased on new systems at Point of Sale: After customer has chosen the duration and frequency of the service, Dell will then contact the customer to schedule the service. 4

5 For new systems, the service will be scheduled from 6 months up to 1 year after shipment, depending on the frequency chosen. The actual service has to take place within approximately 30 days from scheduling. - Service purchased on existing systems at After Point of Sale (when available): If existing systems are to be covered along with any new systems purchased, all systems will be scheduled for service 6 months from time of purchase. Important Additional Information DELL MAKES NO EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE SERVICES, INCLUDING BUT NOT LIMITED TO ANY WARRANTY WITH RESPECT TO THE PERFORMANCE OF ANY HARDWARE OR SOFTWARE USED IN CONDUCTING SERVICES OR ANY EXPRESS OR IMPLIED WARRANTIES CONCERNING THE RESULTS TO BE OBTAINED FROM THE SERVICES OR THE RESULTS OF ANY RECOMMENDATION DELL MAY MAKE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES CONCERNING THE PERFORMANCE, MERCHANTABILITY, SUITABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OF ANY OF THE DELIVERABLES OR OF ANY SYSTEM THAT MAY RESULT FROM THE IMPLEMENTATION OF ANY RECOMMENDATION DELL MAY PROVIDE. NOTHING IN THIS AGREEMENT OR ANY OTHER WRITTEN DOCUMENTATION OR ANY ORAL COMMUNICATIONS WITH CUSTOMER MAY ALTER THE TERMS AND CONDITIONS OF THIS PARAGRAPH. Dell s standard terms and conditions can be found at Service specifications are valid in the EMEA region (Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Norway, Poland, Portugal, Slovakia, South Africa, Spain, Sweden, Switzerland, The Netherlands, UK and such other countries as Dell may advise you from time to time) only as specified herein and subject to change without notice. This document has been prepared as a description guide of Dell s PowerEdge & PowerVault Maintenance Service only Dell Corporation Ltd. All rights reserved. Reproduction in any manner whatsoever without the written permission of Dell Corporation Ltd is strictly forbidden. Dell, the Dell logo, PowerEdge and PowerVault are either registered or unregistered trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell disclaims any proprietary interest in trademarks and trade names other than its own. 5