At the conclusion of this Service, Dell will conduct a project closeout meeting to review all completed tasks and advise on any next steps.

Transcription

1 Service Descriptin Services Intrductin Services (the Service r Services ) prvide a flexible, time-based mdel fr delivering prject assistance cnsulting using an Agile Methdlgy t maximize results. Yur qute, rder frm r ther mutually-agreed upn frm f invice r rder acknwledgment (as applicable, the Order Frm ) will include the name f the service(s) and available service ptins that yu purchased. Fr additinal assistance r t request a cpy f yur service cntract(s), cntact Dell Technical Supprt r yur sales representative. Service Descriptin The Service includes the fllwing: Time-based, prject assistance frm a Dell Technical Cnsultant ( Technical Cnsultant ) with the applicable prject-based skillset using the Agile Prject Management Methdlgy. All Service prjects include an Agile Methdlgy which uses daily checkpints and gal-setting t allw the prject t be dynamically adjusted. Technical Cnsultant(s) with the applicable skillsets t assist yu. The typical skillsets f Technical Cnsultants are listed in Table 1 A fixed price fr a fixed perid f time and includes all csts. The fixed perid is 5 days and includes Technical Cnsultant travel time t Custmer site, as required. Any extensin f the minimum 5 day fixed perid will be subject t additinal fees. All engagements will be perfrmed nsite At the cnclusin f this Service, Dell will cnduct a prject clseut meeting t review all cmpleted tasks and advise n any next steps. A Dell representative will cntact the Custmer t schedule this Service, allwing fr at least a ten business day lead time prir t the start f the Service, based upn a mutually agreed t resurce availability. This Service will be prvided during nrmal Dell business hurs, Custmer lcal time, Mnday thrugh Friday, excluding lcal, state, prvincial and/r cuntry hlidays, unless ther arrangements have been made thrugh the Dell sales team and the prject manager. Key Service Steps Planning and Gal Setting 1. Obtain frm and review with Custmer the site technical requirements / architecture 2. Cnduct a gal meeting f apprximately 2 hurs and agree n a priritized set f gals and daily plan f tasks and recrd in Sprint Backlg Gal Plan 3. Execute against Sprint Backlg Gal Plan and recrd in Dell Sprint Tracker Reprt; prvided any such executin and recrdatin is limited t the fixed time perid f this Service and des nt include any fixed scpe deliverables. 1 Services v1.6 July 2016

2 Daily Review Meetings & Task Executin 1. Daily review meetings with Custmer r Custmer-nminated representative t review prgress and refine gals and pririties 2. Execute against Sprint Backlg Gal Plan and recrd in Dell Sprint Tracker Tl Prject Cnclusin 1. Technical Cnsultant will prvide a reprt t Custmer reflecting the Services perfrmed and demnstrate any cmpleted wrk. Technical Cnsultant s Skillset Dell Technical Cnsultants have an average f 3-5 years f experience r equivalent skills within a technical area. Yu may change the desired skillset at any time up t tw weeks prir t the engagement thrugh the Dell prject crdinatr wh will be yur primary Dell pint f cntact fr any prject extensins, if required, r any additinal issues which need clarificatin. Belw are brief descriptins f the technlgy skills yu can typically expect n a Services engagement. Table-1 Typical Cnsultant Skill Capabilities Service Offering Server Virtualizatin Typical Capabilities f Cnsultant VMWare/Hyper-V Technlgy Skills: Extensive knwledge in virtualizatin technlgies. Experience f leading large scale server/strage/virtualizatin prjects Extensive knwledge f VMware ESX, ESXi, Hyper-V R2 and System Center Virtual Machine Manager 2008 R2 cnfiguratin, architecture and deplyment including virtual machine cnfiguratin and templates Failver cluster service fr virtual machine high availability Ability t prvide prting/migratin assistance and general system administratin and t Windws Server perating systems (i.e R2). Extensive knwledge f cnfiguring server technlgies: Active Directry, DNS, DHCP, Exchange, IIS, SQL Server Related Netwrking Skills: Netwrk systems (i.e. Cisc ruters and switches), lad balancing, firewalls, LAN, WAN and high availability, extensive knwledge f TCP/IP, SNMP, DNS, LDAP and WINS Extensive knwledge f SAN based netwrk strage, SAN Cnfiguratin and LUN design Desktp Virtualizatin Well runded knwledge in desktp and applicatin virtualizatin technlgies including Dell Wyse vwrkspace, Citrix XenApp & XenDesktp, RDS, and VMware View/Hrizn. Experienced with Citrix XenServer, Hyper-V, System Center Virtual Machine Manager, and VMware ESX/ESXi Knwledgeable with applicatin, RDP desktp sessin, and virtual desktp delivery Experienced with applicatin and virtual desktp presentatin and steaming technlgies Experience with applicatin virtualizatin, virtual desktp image creatin, and ptimizatin Experience leading large scale virtualizatin prjects Persna Management Related Cmpnent Integratin Skills including SSL fundamentals, access gateways, Related Technlgy Skills including Windws Server & Desktp perating systems, RemteFX, SQL integratin, Active Directry, Grup Plicy, DNS, DHCP, and IIS Knwledgeable with lcal and attached strage, netwrk systems, lad balancing, firewalls, WAN cmmunicatins, and high availability 2 Services v1.6 July 2016

3 Active Directry Exchange Lync SharePint Active Directry Skills: Experience with Active Directry and Windws implementatins imaging, GPO, OU and WAS Administratin and file access management Ability t prvide prting/migratin assistance and general system administratin and t Windws NT Dmains, file access management File and print services Related Netwrking Skills: SAN cnfiguratin and administratin including disaster recvery TCP/IP netwrks including DHCP, DNS and WINS Internet technlgies including IIS, HTML, XML, HTTP, HTTPS and FTP Exchange Skills: Exchange 2003, 2007 r 2010 and Exchange clustering Experience with server virtualizatin physical t virtual migratin Exchange 2003, 2007 r 2010 Active Directry, GPO, OU and WAS Administratin and file access management Ability t prvide prting/migratin assistance and general system administratin and t Windws NT Dmains Related Netwrking Skills: Mapping, masking and discvering strage vlumes fr Exchange servers, SAN Cnfiguratin and LUN design, iscsi strage cnfiguratin TCP/IP netwrks including DHCP, DNS and WINS Lync Skills: Prir prject experience with Lync Server and Office Cmmunicatins Server installing, cnfiguring and trubleshting all wrklads in multiple deplyment scenaris Extensive understanding f the design and architecture f Lync Server and Office Cmmunicatins Server Extensive understanding f traditinal telephny cncepts Vice Over Internet Prtcl (VOIP) and ther cre netwrk services related t Lync Server and Office Cmmunicatins Server Active Directry, OU, GPO and UAC Ability t prvide prting/migratin assistance and general system administratin and t Windws NT Dmains, file access management Related Netwrking Skills: TCP/IP netwrks including DHCP, DNS and WINS firewalls, ruting and security SharePint Server Skills: Extensive knwledge f SharePint Server, SharePint Services, SharePint , SQL Server including SharePint Farm creatin Experience with BI Services including Perfrmance Pint, Excel Services and Visi Services Extensive knwledge f cllabratin prtals, enterprise search, enterprise cntent management, business prcesses and frms, business intelligence Ability t prvide prting/migratin assistance and general system administratin and t Active Directry, GPO, UAC Windws NT Dmains, file access management Related Web & Netwrking Skills TCP/IP netwrks including TCP/IP, DHCP, DNS and WINS Web technlgies - IIS 6.0, Security, SOA, Distributed Cmputing, HTML, CSS, XSL, XST, JavaScript, XML,.ASP and.net 3 Services v1.6 July 2016

4 Windws 7 and Applicatins Packaging System Center Cnfiguratin Manager fr Dynamics CRM fr SQL Server: Windws 7 & Applicatin Packaging Technlgy Skills: Experience with administratin, cnfiguratin and implementatin f Windws 7, Vista, XP Operating Systems Experience with applicatin dependency identificatin and management, applicatin packaging in MSI frmat and applicatin cmpatibility testing Experience with image template develpment, imaging develpment & best practices (fr example, Ghst),image patch management/testing and implementatin, image cre applicatin implementatin Experience with scripting tls including WMI, ADSI, VBScript and batch files Active Directry, GPO, UAC, Windws NT Dmains, file access management Related Web & Netwrking Skills: TCP/IP netwrks including TCP/IP, DHCP, DNS and WINS Web technlgies - IIS 6.0, Security, SOA, Distributed Cmputing, HTML, CSS, XSL, XST, JavaScript, XML,.ASP and.net System Center Cnfiguratin Manager Skills: Extensive knwledge f System Center Cnfiguratin Manager (SCCM) Ability t design, implement and administer multi-site and remte architectures including applicatin patching Expert knwledge f Windws 7, XP r Vista image design and registry Applicatin patching scripting, testing, management and deplyment Knwledge f enterprise applicatin architectures including.net,.com+,.asp and Java Ability t perfrm general system administratin and t implement prduct features and functinality requests, as requested Windws NT dmains, Grup Plicy, UAC, Server Active Directry, Nvell directry, Pwershell and SQL Server Related Web & Netwrking Skills: TCP/IP netwrks including DHCP, DNS and WINS Internet technlgies including IIS, HTML, XML, HTTP, HTTPS and FTP Dynamics CRM Skills: Prir prject experience with Dynamics CRM setup and installatin Experienced in requirements gathering and understanding custmer needs Knwledge f cre CRM (Sales, Marketing and Custmer Care) business prcesses Experience custmizing Dynamics CRM based n end user requirement frms Experience with Dynamics CRM data migratins Experience with Dynamics CRM End-User and Administratr Training Ability t implement prduct features and functinality requests, as requested Windws NT dmains and file access management Related Web & Netwrking Skills: TCP/IP netwrks including DHCP, DNS and WINS, firewalls, ruting and security SQL Server Skills: Prir prject experience with SQL Server database administratin (DBA) experience with SQL Server 2008 r higher, including database mnitring, maintenance, and backup and recvery Knwledge f the functins, features and benefits f SQL Server (Database platfrm nly- des nt include SQL Server Analysis Services, Reprting Services, r Integratin Services) Knwledge f database design and database security - methds and techniques Knwledge f SQL Server platfrm installatin, cnfiguratin and upgrade paths and prcedures Knwledge and skill in database perfrmance tuning Ability t implement prduct features and functinality requests, as requested Windws NT dmains and file access management Related Web & Netwrking Skills: TCP/IP netwrks including DHCP, DNS and WINS, firewalls, ruting and security 4 Services v1.6 July 2016

5 Strage Technlgies Netwrking Technlgies All Services Engagements Strage Technlgy Skills: Brad knwledge in strage technlgies. Experienced in leading large scale strage prjects. Experience f assessment, design and integratin Extensive knwledge f Cmpellent SAN/NAS, EqualLgic SAN/NAS, EMC Clariin/Celerra Ability t design and cnfigure snapsht and replicatin technlgies fr perating system and applicatin integratinability t analyze, cmmunicate and reslve prblems including escalatins in a timely and high-quality manner Related Operating System Technlgy Skills: Windws Server perating systems VMware ESX, ESXi, Hyper-V Redhat/Suse Linux Related Netwrking Skills: SAN Fabric design and cnfiguratin fr iscsi, FibreChannel and FCE Netwrk systems (i.e. Brcade, Frce10, PwerCnnect switches), TCP/IP Netwrking Skills: Knwledge f Dell netwrking technlgies and integratin with Cisc, Juniper, HP and Brcade. Experience leading netwrking prjects f different cmplexities. Experience in assessment, design, integratin and cutver. Knwledge f Dell Netwrking switches. Wireless Netwrking Skills: Knwledge f wireless netwrks. Knwledge f Dell Netwrking W-Series and Aerhive prducts Experience in assessment, design and cnfiguratin. Netwrking Security Skills: Knwledge f netwrking security. Knwledge f Dell SnicWALL prducts. Experience in assessment, design, integratin and cutver. Related Skills: Knwledge f Radius, TACACS+, DHCP and DNS prtcls. Prblem Slving Skills: Exceptinal custmer service, prblem slving skills and ability t wrk as part f a team r independently. Our cnsultants will have a sense f urgency when deplying IT slutins Ability t analyze, cmmunicate and reslve prblems including escalatins in a timely and high-quality manner Assumptins All infrmatin prvided by Custmer regarding site technical requirements / architecture is materially crrect. 5 day fixed perid runs ver cntinuus business days. Service Specific Exclusins This Service des nt include a fixed scpe f deliverables. The prvisin f the Services des nt include the develpment f any intellectual prperty created slely and specifically fr the Custmer. Cnsultants are prvided with a given skillset fr a fixed blck f time and will use the Agile Methdlgy t maximize usage f their time t wrk twards the agreed gal plans. Any activities r services the perfrmance f which wuld require Dell t wrk beynd this fixed blck f time are utside the scpe f this Service Descriptin. The terms f this Service Descriptin d nt cnfer n the Custmer any warranties which are in additin t the warranties prvided under the terms f the Agreement. 5 Services v1.6 July 2016

6 Dell may refuse t prvide Services if, in its pinin, prviding the Services creates an unreasnable risk t Dell r Dell's Service prviders r is beynd the scpe f Services. Dell is nt liable fr any failure r delay in perfrmance due t any cause beynd its cntrl. Custmer Respnsibilities Custmer must prvide access t all required envirnments fr the perid f delivery t the Dell cnsultant with due cnsideratin fr desired lcatin Custmer must be present r prvide a Custmer-nminated representative and available fr all planning and review sessins Custmer understands that withut prper participatin (including gal setting) the Technical Cnsultant cannt wrk twards meeting Custmer s needs r 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. Custmer represents and warrants that it has btained permissin fr bth Custmer and Dell t access and use Custmer-wned r licensed sftware, hardware, systems, the data lcated theren and all hardware and sftware cmpnents included therein (cllectively, the Supprted Prducts ), 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. Custmer will cperate with and fllw the instructins given by any Dell phne analyst r n-site technicians. Experience shws that mst system prblems and errrs can be crrected ver the phne as a result f clse cperatin between the user and the analyst r technician. Where Services require n-site perfrmance, Custmer will prvide (at n cst t Dell) free, safe and sufficient access t Custmer's facilities and the Supprted Prducts, including ample wrking space, electricity, 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 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 peridic 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. 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. 6 Services v1.6 July 2016

7 Miscellaneus A. Rescheduling and Expiratin. Once this Service has been scheduled, any changes t the schedule must ccur at least 8 calendar days prir t the scheduled date. If Custmer reschedules this service within 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. Any rescheduling f the Service will be cnfirmed by Custmer at least 8 days prir t cmmencement f the Service. Except t the extent applicable law requires therwise, yu may use this Service ne time during the twelve (12) mnth perid fllwing the date f yur rder, after which Dell's delivery f the Service will be deemed satisfied even if Custmer des nt use the Service. B. Cmmercially Reasnable Limits t Scpe f Service. Dell may refuse t prvide 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 Service. 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. Service extends nly t uses fr which the Supprted Prduct was designed. C. 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. D. Assignment. Dell may assign this Service and/r Service Descriptin t qualified third party service prviders. E. 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, which will be nt less than ten (10) days frm the date Dell sends ntice f cancellatin t Custmer, unless lcal law requires ther cancellatin prvisins that may nt by varied by agreement. If Dell cancels this Service pursuant t this paragraph, Custmer shall nt be entitled t any refund f fees paid r due t Dell. F. Gegraphic Limitatins and Relcatin. This Service will be delivered t the site(s) indicated n the Custmer s invice as the shipping address. This Service is nt available at all lcatins. Service ptins 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. Terms & Cnditins This Service Descriptin is entered between yu, the custmer ( yu r Custmer ), 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 either Dell s Cmmercial Terms f Sale r Dell s standard Custmer Master Services Agreement (as applicable, 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 7 Services v1.6 July 2016

8 further agrees that by renewing, mdifying, extending r cntinuing t utilize the Service beynd the initial term, the Service will be subject t the then-current Service Descriptin available fr review at By placing yur rder fr the Services, receiving delivery f the Services, utilizing the Services r assciated sftware r by clicking/checking the I Agree buttn r bx r similar n the Dell.cm website in cnnectin with yur purchase r within a Dell sftware r Internet interface, yu agree t be bund by this Service Descriptin and the agreements incrprated by reference herein. 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. Terms & Cnditins Applicable t Yur Purchase f Dell Services Custmer Lcatin Custmers Purchasing Dell Services Directly Frm Dell Custmers Purchasing Dell Services Thrugh an Authrized Dell Reseller United States Canada Latin America & Caribbean Cuntries Asia-Pacific-Japan Cmmercial Regin(s) Eurpe, Middle East, & Africa Cmmercial Regin(s) (English) (French Canadian) (English) (French Canadian) Service Descriptin 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 8 Services v1.6 July 2016