Dell Service Description

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1 Dell Service Descriptin Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept Intrductin Dell is pleased t prvide the custmer ( Custmer r yu ) with Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept (the Service(s) ) in accrdance with this Service Descriptin ( Service Descriptin ) and Dell qute. Yur Dell qute, rder frm r ther mutually-agreed upn frm, invice r rder acknwledgment/cnfirmatin (as applicable, the Order Frm ) will include the name f the Service(s) and available service ptins that yu have purchased. Fr additinal assistance r t request a cpy f yur service cntract(s), cntact Dell Technical Supprt r yur sales representative. The Scpe f This Service Intrductin The Service prvides the Custmer with a functining Micrsft Azure hybrid clud envirnment suitable fr demnstrating the Disaster Recvery (DR) use case fr nn-prductin virtual wrklads in a limited scale. Dell will perfrm the necessary setup and cnfiguratin t integrate the Custmer s npremise systems and infrastructure with the Micrsft Azure clud. Dell will wrk with the Custmer in an interactive manner t demnstrate the Disaster Recvery use case tasks and cnduct knwledge transfer n the delivered platfrm. Detailed Descriptin The Service will be tw (2) weeks lng and will include the fllwing features depending n the ptin (i.e. n-premises t n-premises prtectins r n-premises t Azure prtectin ) chsen by the Custmer during the pre-engagement cnference call. Optin 1: On-premises t n-premises prtectin Remte - Pre-Engagement Cnference Call Pre-assessment call/discussin t intrduce key participants Identify key stakehlders (prject spnsr, IT design and peratin, server, netwrk, strage, backup, disaster recvery, and applicatin wners) Review current envirnment and n-site lgistics, and discuss bjectives and preparatin Cnfirm the required Micrsft Azure subscriptins, features and services have been prvisined by Custmer 1 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

2 Onsite - Azure Disaster Recvery Prf f Cncept (PC) Cnduct whitebard sessin t prvide an verview f the hybrid clud slutin fr the Prf f Cncept Azure Site Recvery features and scenaris Integratin f the virtualizatin envirnment n Virtual Machine Manager (VMM) server and Azure Hyper-V replica cnfiguratin and best practices Azure virtual netwrk features and scenaris Review requirements fr Prf f Cncept Azure subscriptin and features enabled Certificate(s) required Supprted n-premise virtual machine candidates fr Prf f Cncept Supprted perating systems Virtual netwrk IP cnfiguratin (n-premise Hyper-V r Azure) Prper rights and access t the systems Prper Dmain Name Service (DNS) reslutin and cnfiguratin in the Azure clud On-premise primary site (surce) candidate fr the Prf f Cncept On-premise DR site (target) candidate fr the Prf f Cncept Hyper-V server and Hyper-V replica cnfiguratin requirements System Center VMM server cnfiguratin requirements Netwrk cnnectivity and mapping requirements Strage mapping requirements Active Directry dmain and services Set up and cnfigure the Prf f Cncept envirnment Access t Micrsft Azure Creatin and cnfiguratin f required certificate(s) using the certificate creatin tl (makecert.exe) Creatin and cnfiguratin f Azure Site Recvery vault Installatin f Azure Site Recvery prvider n VMM server(s) Cnfiguratin f prtectin settings fr VMM clud(s) Cnfiguratin f strage and netwrk mappings Enabling the prtectin f up t five (5) Hyper-V virtual machines Creatin f recvery plans t specify the rder in which VMs will failver Perfrming a test site failver and verifying that the recvery plan wrks Update f as-built dcument fr use case 2 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

3 Demnstrate the Disaster Recvery use case tasks Mnitring and administratin f Azure Site Recvery Perfrming a planned site failver Perfrming a failback Perfrming an unplanned site failver (if time permits) Disabling prtectin f up t five (5) Hyper-V virtual machines Facilitate next steps discussin Discuss additinal Azure features and services Discuss additinal use case pprtunities and prduct maturity Deliver executive summary and as-built dcument fr the use case Optin 2: On-premises t Azure prtectin Remte - Pre-Engagement Cnference Call Pre-assessment call/discussin t intrduce key participants Identify key stakehlders (prject spnsr, IT design and peratin, server, netwrk, strage, backup, disaster recvery, and applicatin wners) Review current envirnment and n-site lgistics, and discuss bjectives and preparatin Cnfirm the required Micrsft Azure subscriptins, features and services have been prvisined by Custmer Onsite - Azure Disaster Recvery Prf f Cncept (PC) Cnduct whitebard sessin t prvide verview f the hybrid clud slutin fr the Prf f Cncept Azure Site Recvery features and scenaris Integratin f the virtualizatin envirnment n VMM server and Azure Hyper-V Replica cnfiguratin and best practices Azure virtual netwrk features and scenaris Review requirements fr Prf f Cncept Azure subscriptin and features enabled Certificate(s) required Supprted n-premise virtual machine candidates fr Prf f Cncept Supprted perating systems Virtual netwrk IP cnfiguratin (n-premise Hyper-V r Azure) VPN r RDP access t Azure clud envirnment Prper rights and access t the systems 3 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

4 Prper Dmain Name Service (DNS) reslutin and cnfiguratin in the Azure clud On-premise primary site (surce) candidate fr the Prf f Cncept Azure Site Recvery requirements Hyper-V server and Hyper-V replica cnfiguratin requirements System center VMM server cnfiguratin requirements Netwrk cnnectivity and mapping requirements Strage mapping requirements Active Directry dmain and services Set up and cnfigure the Prf f Cncept envirnment Access t Micrsft Azure Creatin and cnfiguratin f required certificate(s) using the certificate creatin tl (makecert.exe) Creatin and cnfiguratin f Azure Site Recvery vault Installatin f Azure Site Recvery prvider n VMM server(s) Installatin f Azure Recvery Services agent n Hyper-V hst server(s) lcated in the VMM clud Cnfiguratin f prtectin settings fr VMM clud(s) Cnfiguratin f strage and netwrk mappings Creatin and cnfiguratin f virtual netwrk in Azure Creatin f site-t-site VPN cnnectin between n-premise and Azure virtual netwrk using either: Supprted VPN netwrk appliance Windws 2012 R2 RRAS Enabling the prtectin f up t five (5) Hyper-V virtual machines Creatin f recvery plans t specify the rder in which VMs will failver Perfrming a test site failver and verifying that the recvery plan wrks Update f as-built dcument fr use case Demnstrate the Disaster Recvery use case tasks Mnitring and administratin f Azure Site Recvery Perfrming a planned site failver Perfrming a failback Perfrming an unplanned site failver (if time permits) Disabling prtectin f up t five (5) Hyper-V virtual machines Facilitate next steps discussin Discuss additinal Azure features and services 4 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

5 Discuss additinal use case pprtunities and prduct maturity Deliver executive summary and as-built dcument fr the use case Assumptins 1) All hardware and targeted guest OS versins are fund n the Micrsft Azure supprt matrix. 2) Internet access is available fr all VMs r systems that will be part f Prf f Cncept. 3) All tls and licensing csts frm Micrsft Azure are Custmer Respnsibilities. 4) Micrsft System Center Virtual Machine Manager Server 2012 R2 (VMM) is in place and running. 5) Micrsft Hyper-V 2012 R2 hsts are in place and running with Hyper-V Replicas already cnfigured. 6) Micrsft Hyper-V virtual machines are in place and running. 7) All VMM servers, Hyper-V hsts and guest virtual machines are running in the same Active Directry dmain. 8) All guest perating systems are running Micrsft Windws Server 2008 R2 SP1 r higher. 9) At least ne r mre Hyper-V hst is in place in each VMM hst grup. 10) At least ne r mre virtual machine is in place in each Hyper-V hst. 11) Hyper-V virtual netwrks are prperly defined and wrking fr Hyper-V replicas. 12) This engagement is limited t Hst-Based Replicatin feature (Hyper-V Replica). 13) Implementatin f Hyper-V recvery plans is limited t five (5) VMs. 14) The Services perfrmed d NOT include highly available infrastructure services that manage the primary site r secndary site. (i.e VMM, inventry services, single sign-n, SQL, AD, DNS, DHCP, Syslg server, NTP servers, etc.) 15) Custmer is respnsible fr prviding prper server name t IP address reslutin services and addressing autmatin requirements necessary fr this prject. 16) Custmer is respnsible fr understanding the change rate f the VMs and having sufficient bandwidth t supprt the replicatin. 17) Custmer is respnsible fr defining recvery time bjective (RTO)/recvery pint bjective (RPO) and startup rder f each Virtual Machine (VM). 18) Custmer is respnsible fr user redirectin t target DR site if different netwrk IP schemes are being used at the target DR site (i.e. an extended VLAN is nt in-place). 19) Custmer is respnsible fr prviding the applicatin wners t ensure prper testing f failed ver VMs. 20) Custmer is respnsible fr trubleshting any applicatins that fail t cme up after a failver r failback. 21) Change in IP addresses n servers being prtected d nt affect negatively the applicatins running n the servers (i.e. applicatins rely n Custmer s naming service infrastructure). 5 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

6 22) Custmer infrmatin being cmplete, accurate, up t date and prvided prmptly by the Custmer. Additinal assumptins fr Optin 1: On-premises t n-premises prtectin 1) Fr n-premise t n-premise, at least ne VMM server with tw (2) cluds cnfigured r tw VMM servers with ne (1) clud cnfigured n each f them (primary as the surce and secndary as the target r recvery site). Additinal assumptins fr Optin 2: On-premises t Azure prtectin Deliverables 1) VMM server needs t be cnfigured with ne (1) clud at the n-premise lcatin. 2) Custmer must have an externally facing IPv4 IP address and a supprted VPN device r Windws 2012 R2 RRAS t cnfigure a site-t-site VPN cnnectin. The fllwing is a list f tangible material prvided as part f the Service perfrmed by Dell fr Custmer under this Service Descriptin. If fr any reasn the Custmer infrmatin cannt be cmpletely gathered within the term f this Service Descriptin, then the findings and recmmendatin set frth in the executive summary and as-built dcumentatin will be prepared using the Custmer infrmatin that is available. Custmer infrmatin cllected shall be deemed Cnfidential Infrmatin as defined in the Agreement r ther agreed terms signed by bth parties. Dcuments Executive Summary & As-Built Dcumentatin Executive Debrief Presentatin Descriptin Details the cnfiguratin f the deplyed Prf f Cncept based n the use case Executive Summary utlining the cnfiguratin f the Prf f Cncept deplyed, additinal use case pprtunities and next steps Service SKUs SKU Descriptin ICS, Azure Planning & Integratin Services, Disaster Recvery Prf f Cncept Implementatin Exclusins Fr the avidance f dubt, the fllwing activities are nt included in the scpe f this Service Descriptin: Any services, tasks r activities ther than thse specifically nted in this Service Descriptin. 6 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

7 As used in this Service Descriptin, knwledge transfer, and all references theret, and the pricing quted herein specifically exclude any Dell training and certificatin services. Knwledge transfer utlines nly an infrmal transfer f basic knwledge f the Dell services frm the n-site Dell engineer t Custmer s lcal cntact r IT representative. Dell training and certificatin services fferings are available by Custmer subject t a separate price qute. The Service des nt include the develpment f any intellectual prperty created slely and specifically fr the Custmer. Unbxing, rack and stack f equipment is nt included in this Service De-installatin r re-installatin f prduct(s) r applicatin(s). Integratin with third party prducts which wuld require an extensive develpment skillset. Perfrmance tuning. Trubleshting r fixing any existing prblems. Netwrk trubleshting r tls-based remediatin. The existing netwrking infrastructure and its supprting services (such as DNS and WINS) are cnsidered healthy fr the duratin f the delivery f the Services. Applicatin prfiling, including identificatin f applicatins cmpatible with virtualizatin / clud and analysis f server/applicatin interdependencies. Backup slutins detailed assessment and design. Disaster Recvery detailed assessment and design. Clud design (utside the realm f Micrsft Azure). Any special security clearances, safety training r clthing are ut f scpe fr the Services. Any security and / r special certificatins (ATC, ATO, CON, DIACAP) arund the tls used in the assessment. Installatin r upgrades f any equipment. Trubleshting the envirnment fr data cllectin r cnfiguratin issues. Detailed evaluatin f Custmer s IT peratins and rganizatin. Physical t Virtual ( P2V ) migratins. Virtual t Virtual ( V2V ) migratins. Service t perfrm data migratin must be purchased separately. Integrate with ther Micrsft Azure and system center prducts r features that are nt part f this Prf f Cncept. Cnfiguratin f Hyper-V hsts. This Service Descriptin des nt cnfer n Custmer any warranties which are in additin t the warranties prvided under the terms f yur master services agreement r Agreement, as applicable. Service Specific Custmer Respnsibilities Custmer agrees t cperate with Dell in its delivery f the Services. Custmer agrees t the fllwing respnsibilities: 1) During the term f this Service, Custmer is respnsible fr prmptly ntifying Dell in writing f a) any changes Custmer makes t its infrmatin technlgy envirnment that may impact Dell s delivery f the Services; and b) if Custmer becmes aware that any f the Assumptins set frth herein are incrrect. 2) Prir t the start f this Service, Custmer will indicate t Dell in writing a persn t be the single pint f cntact, accrding t prject plan, t ensure that all tasks can be cmpleted within the specified time perid. All Services cmmunicatins will be addressed t such 7 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

8 pint f cntact (the Custmer Cntact ). Failure t d s might result in an increase in prject hurs and/r length in schedule and will be charged t the Custmer at the current lcal time and materials rate. 3) Custmer will prvide technical pints-f-cntact, wh have a wrking knwledge f the enterprise cmpnents t be cnsidered during the Services ( Technical Cntacts ). Dell may request that meetings be scheduled with Technical Cntacts. 4) The Custmer Cntact will have the authrity t act fr Custmer in all aspects f the Service including bringing issues t the attentin f the apprpriate persns within Custmer s rganizatin and reslving cnflicting requirements. 5) The Custmer Cntact will ensure that any cmmunicatin between Custmer and Dell, including any scpe-related questins r requests, are made thrugh the apprpriate Dell Prject Manager. 6) The Custmer Cntact will prvide timely access t technical and business pints f cntact and required data/infrmatin fr matters related t the scpe f Service. 7) The Custmer Cntact will ensure attendance by key Custmer cntacts at Custmer meetings and deliverable presentatins. 8) The Custmer Cntact will btain and prvide prject requirements, infrmatin, data, decisins and apprvals within ne (1) wrking day f the request, unless bth parties agree t a different respnse time. 9) Custmer may be respnsible fr develping r prviding dcumentatin, materials and assistance t Dell and agrees t d s in a timely manner. Dell shall nt be respnsible fr any delays in cmpleting its assigned tasks t the extent that they result frm Custmer s failure t prvide such timely dcumentatin, materials and assistance. 10) The Custmer agrees t prvide Micrsft Azure Subscriptin access and have crrect features/services already enabled befre cmmencement f the Services. 11) The Custmer Cntact will review and fulfill the prper infrastructure requirements prir t beginning this Service. This includes requirements fr, but nt limited t, prxy devices, firewalls, filters, acceleratrs, security appliances and similar systems. 12) The Custmer will be respnsible fr scripts used in any Prf f Cncept that are specific t a Custmer use case envirnment. 13) The Custmer will be respnsible fr prviding required virtual machine images and templates fr guest OS deplyments t be utilized in the Prf f Cncept. 14) The Custmer will cnfigure the prper prts t be pen in the n-premise firewall fr RDP and/r VPN cnnectin t the Azure envirnment. 15) The Custmer will prvide the prper access t n-premise virtual machines r physical systems. General Custmer Respnsibilities Authrity t Grant Access. Custmer represents and warrants that it has btained permissin fr bth Custmer and Dell t access and use, whether remtely r in-persn, Custmer-wned r licensed sftware, hardware, systems, the data lcated theren and all hardware and sftware cmpnents included therein, fr the purpse f prviding these Services. If Custmer des nt already have that permissin, it is Custmer's respnsibility t btain it, at Custmer's expense, befre Custmer asks Dell t perfrm these Services. Nn-slicitatin. Custmer will nt, withut Dell s prir written cnsent, fr a perid f three (3) mnths frm the date listed n yur Order Frm, directly r indirectly slicit fr emplyment any Dell emplyee with whm yu have cme in cntact in cnnectin with Dell s perfrmance f the Service; prvided, hwever, that general advertisements and ther similarly brad frms f 8 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

9 slicitatin will nt cnstitute direct r indirect slicitatin hereunder and yu are permitted t slicit fr emplyment any emplyee that has been terminated r has resigned his r her emplyment with Dell prir t the cmmencement f emplyment discussins with yu. Custmer Cperatin. Custmer understands that withut prmpt and adequate cperatin, Dell will nt be able t perfrm the Service r, if perfrmed, the Service may be materially altered r delayed. Accrdingly, Custmer will prmptly and reasnably prvide Dell with all cperatin necessary fr Dell t perfrm the Service. If Custmer des nt prvide reasnably adequate cperatin in accrdance with the freging, Dell will nt be respnsible fr any failure t perfrm the Service and Custmer will nt be entitled t a refund. On-site Obligatins. Where Services require n-site perfrmance, Custmer will prvide (at n cst t Dell) free, safe and sufficient access t Custmer's facilities and envirnment, including ample wrking space, electricity, safety equipment (if applicable) and a lcal telephne line. A mnitr r display, a muse (r pinting device), and a keybard must als be prvided (at n cst t Dell), if the system des nt already include these items. Custmer agrees t cmply with lcal statutry bligatins related t health and safety during n-site visits by Dell, which bligatins will include but is nt limited t thse f The Occupatinal Health and Safety Act 85 f Data Backup. Custmer will cmplete a backup f all existing data, sftware and prgrams n all affected systems prir t and during the delivery f this Service. Custmer shuld make regular backup cpies f the data stred n all affected systems as a precautin against pssible failures, alteratins, r lss f data. DELL WILL HAVE NO LIABILITY FOR: ANY OF YOUR CONFIDENTIAL, PROPRIETARY OR PERSONAL INFORMATION; LOST OR CORRUPTED DATA, PROGRAMS OR SOFTWARE; DAMAGED OR LOST REMOVABLE MEDIA; THE LOSS OF USE OF A SYSTEM OR NETWORK; AND/OR FOR ANY ACTS OR OMISSIONS, INCLUDING NEGLIGENCE, BY DELL OR A THIRD-PARTY SERVICE PROVIDER. Dell will nt be respnsible fr the restratin r reinstallatin f any prgrams r data. Third Party Warranties. These Services may require Dell t access hardware r sftware that is nt manufactured by Dell. Sme manufacturers' warranties may becme vid if Dell r anyne else ther than the manufacturer wrks n the hardware r sftware. Custmer will ensure that Dell's perfrmance f Services will nt affect such warranties r, if it des, that the effect will be acceptable t Custmer. Dell des nt take respnsibility fr third party warranties r fr any effect that the Services may have n thse warranties. Service Hurs. Subject t lcal law relating t weekly wrk hurs, this Service will be perfrmed Mnday thrugh Friday during nrmal Dell business hurs, which unless therwise listed belw is frm 8:00 AM t 5:00 PM Custmer lcal time and will include travel time t and frm the custmer lcatin: Cuntry United Kingdm Germany Ireland Nrmal Dell Business Hurs 8:30 AM t 5:00 PM N Service activities will take place during lcal hlidays unless ther arrangements have been made in advance in writing. 9 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

10 Dell Services Terms & Cnditins This Service Descriptin is entered between yu and the Dell entity identified n yur invice fr the purchase f this Service. This Service is prvided subject t and gverned by Custmer s separate signed master services agreement with Dell that explicitly authrizes the sale f this Service. In the absence f such agreement, depending n Custmer s lcatin, this Service is prvided subject t and gverned by Dell s Cmmercial Terms f Sale (the Agreement ). Please see the table belw which lists the URL applicable t yur Custmer lcatin where yur Agreement can be lcated. The parties acknwledge having read and agree t be bund by such nline terms. Custmer Lcatin Terms & Cnditins Applicable t Yur Purchase f Dell Services Custmers Purchasing Dell Services Directly Frm Dell Custmers Purchasing Dell Services Thrugh an Authrized Dell Reseller Eurpe, Middle East, & Africa Lcal cuntry-specific website r In additin, custmers lcated in France, Germany, Suth Africa and the UK can select the applicable URL belw: France: Germany: UK: Suth Africa: Service Descriptins and ther Dell service dcuments which yu may receive frm yur seller shall nt cnstitute an agreement between yu and Dell but shall serve nly t describe the cntent f Service yu are purchasing frm yur seller, yur bligatins as a recipient f the Service and the bundaries and limitatins f such Service. As a cnsequence heref any reference t Custmer in this Service Descriptin and in any ther Dell service dcument shall in this cntext be understd as a reference t yu whereas any reference t Dell shall nly be understd as a reference t Dell as a service prvider prviding the Service n behalf f yur seller. Yu will nt have a direct cntractual relatinship with Dell with regards t the Service described herein. Fr the avidance f dubt any payment terms r ther cntractual terms which are by their nature slely relevant between a buyer and a seller directly shall nt be applicable t yu and will be as agreed between yu and yur seller. * Custmers may access their lcal website by simply accessing frm a cmputer cnnected t the Internet within their lcality r by chsing amng the ptins at Dell s Chse a Regin/Cuntry website available at T the extent that any terms f this Service Descriptin cnflict with any terms f the Agreement, the terms f this Service Descriptin will prevail, but nly t the extent f the specific cnflict, and will nt be read r deemed t replace any ther terms in the Agreement which are nt specifically cntradicted by this Service Descriptin. If yu are entering this Service Descriptin n behalf f a cmpany r ther legal entity, yu represent that yu have authrity t bind such entity t this Service Descriptin, in which case yu r Custmer shall refer t such entity. In additin t receiving this Service Descriptin, Custmers in certain cuntries may als be required t execute a signed Order Frm. Dell can prvide an extensin f the Services at a standard hurly fee via a separate statement f wrk agreed in writing between the parties. Service Expires One Year After Purchase: Except t the extent applicable law requires therwise, yu may use this Service ne (1) time during the ne (1) year perid fllwing the date f riginal purchase ( Expiratin Date ). The riginal purchase date is the earlier f the date f the invice fr the Service r rder cnfirmatin frm Dell. Dell s delivery f the Service will be deemed satisfied after the Expiratin Date even if yu d nt use the Service. 10 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

11 Supplemental Terms & Cnditins Applicable t Cnsulting & Managed Services 1. Term f Service. This Service Descriptin cmmences n the date listed n yur Order Frm and cntinues thrugh the term ( Term ) indicated n the Order Frm. As applicable, the number f systems, licenses, installatins, deplyments, managed end pints r end-users fr which Custmer has purchased any ne r mre Services, the rate r price, and the applicable Term fr each Service is indicated n Custmer s Order Frm. Unless therwise agreed in writing between Dell and Custmer, purchases f Services under this Service Descriptin must be slely fr Custmer s wn internal use and nt fr resale r service bureau purpses. 2. Imprtant Additinal Infrmatin A. Rescheduling. Once this Service has been scheduled, any changes t the schedule must ccur at least eight (8) calendar days prir t the scheduled date. If Custmer reschedules this service within seven (7) days r less prir t the scheduled date, there will be a rescheduling fee nt t exceed 25% f the price fr the Services. B. Payment fr Hardware Purchased With Services. Unless therwise agreed t in writing, payment fr hardware shall in n case be cntingent upn perfrmance r delivery f cnsulting r managed services purchased with such hardware. C. Cmmercially Reasnable Limits t Scpe f Service. Dell may refuse t prvide the Service if, in its pinin, prviding the Service creates an unreasnable risk t Dell r Dell s Service prviders r if any requested service is beynd the scpe f this Service Descriptin. Dell is nt liable fr any failure r delay in perfrmance due t any cause beynd its cntrl, including Custmer s failure t cmply with its bligatins under this Service Descriptin. D. Optinal Services. Optinal services (including pint-f need supprt, installatin, cnsulting, managed, prfessinal, supprt r training services) may be available fr purchase frm Dell and will vary by Custmer lcatin. Optinal services may require a separate agreement with Dell. In the absence f such agreement, ptinal services are prvided pursuant t this Service Descriptin. E. Assignment. Dell may assign this Service and/r Service Descriptin t qualified third party service prviders. F. Cancellatin. Dell may cancel this Service at any time during the Term fr any f the fllwing reasns: Custmer fails t pay the ttal price fr this Service in accrdance with the invice terms; Custmer is abusive, threatening, r refuses t cperate with the assisting analyst r n-site technician; r Custmer fails t abide by all f the terms and cnditins set frth in this Service Descriptin. If Dell cancels this Service, Dell will send Custmer written ntice f cancellatin at the address indicated n Custmer s invice. The ntice will include the reasn fr cancellatin and the effective date f cancellatin. If Dell cancels this Service pursuant t this paragraph, Custmer shall nt be entitled t any refund f fees paid r due t Dell. G. Gegraphic Limitatins and Relcatin. This Service is nt available at all lcatins. Service ptins, including service levels, technical supprt hurs, and n-site respnse times will vary by gegraphy and certain ptins may nt be available fr purchase in Custmer s lcatin, s please cntact yur sales representative fr these details. 11 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

12 2014 Dell Inc. All rights reserved. Trademarks and trade names may be used in this dcument t refer t either the entities claiming the marks and names r their prducts. A printed hardcpy f Dell s terms and cnditins f sale is als available upn request. 12 Azure Planning & Integratin Services: Disaster Recvery Prf f Cncept v1.0 July 25, 2014

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