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1 LHC1882BE Service Overview for VMware Cloud on AWS Marc Umeno #VMworld #LHC1882BE

2 Disclaimer This presentation may contain product features that are currently under development. This overview of new technology represents no commitment from VMware to deliver these features in any generally available product. Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind. Technical feasibility and market demand will affect final delivery. Pricing and packaging for any new technologies or features discussed or presented have not been determined. 2

3 Outline of Session Service Overview Management and operational responsibilities Service approach for software change management Host Remediation Customer support Support options in VMC console Service health status page Service level agreement Additional service operations and support 3

4 STRATEGY AND VISION VMware Cloud on AWS service overview Operational Management vcenter vrealize Suite, ISV ecosystem vsphere incl. VIC VMware Cloud on AWS Powered by VMware Cloud Foundation vsan vcenter NSX Native AWS Services Service Highlights VMware SDDC running on AWS bare metal Sold, operated and supported by VMware Support for containers & VMs On-demand capacity & flexible consumption Full operational consistency with onpremises SDDC Seamless workload portability and hybrid operations Customer Data Center AWS Global Infrastructure AWS Global Infrastructure Global AWS footprint, reach, availability Direct access to native AWS services 4

5 STRATEGY AND VISION VMware Cloud on AWS Best of both worlds Unified Hybrid Cloud Management with support for vrealize Cloud Management Platform technologies vsphere ESXi on dedicated hardware Support for containers and VMs vcenter Server Single pane of management and API across on-prem and cloud vsan vsan on flash storage Replication and DR orchestration NSX NSX spanning on-prem and cloud Advanced network/security services With seamless access to broad range of AWS services 5

6 VMware Cloud on AWS is a VMware Service Jointly engineered, one-stop shop for customers VMware Cloud on AWS Powered by VMware Cloud Foundation vsphere vsan NSX AWS global infrastructure Service is delivered, operated, sold and supported by VMware 6

7 Management and Operational Responsibilities for VMC VMware will take on management & operational responsibilities for cloud IaaS infrastructure, cloud SDDC software components and the VMC portal. vcenter, NSX, VSAN ESX Hosts AWS Infrastructure Servers, Provider Networking Tenant customers will be responsible for managing and operating their workloads along with all of their on-premises resources (including their SDDC products). VM, VM Tools, Guest OS, Applications Some items involve both VMware and Customer Management & Compute Network Gateways Management Activities or distribution Deployment, Updates, Configuration, Monitoring, Logging, Backup/DR, Migration, Hybrid Management 7

8 VMC Management and Operational Responsibilities Resource Deployment Lifecycle Configuration VMC Console VMware VMware VMware AWS Infrastructure (Compute, Network, Storage) VMware VMware VMware Provider VPC VMware VMware VMware Customer VPC Customer Customer Customer ESXi Hosts VMware VMware VMware vcenter VMware VMware VMware NSX VMware VMware VMware VSAN VMware VMware VMware Management Gateway VMware VMware Customer Compute Gateway VMware VMware Customer Virtual Machines Customer Customer Customer Guest OS and VM Tools Customer Customer Customer 8

9 Service Maintenance

10 Service Approach for Software Change Management Continuous updates for VMC SaaS service components Managed delivery of SDDC software updates and emergency patches Consistent software versions across the SDDC fleet with continuous delivery of features and bug fixes Support customer IT processes and minimize impact of changes Workloads continue to run during SDDC software updates Planned downtime during SDDC management software updates Control plane (vcenter, NSX Manager) NSX edge gateways Rolling host updates Data Plane (ESXi) updates leverage DRS and vmotion VMs and Applications maintain uptime during host updates 10

11 Timeline for Updating an SDDC Start Notification Backup Update POD Control Plane Window Update NSX Control Plane Downtime Update vcenter Buffer Control Complete Host Update Starting Notification Data Plane Window Host Updates Rolling update across ESXi hosts Completion Notification 11

12 SDDC Maintenance Process Whenever SDDC update is upcoming, advance maintenance notification sent to customer Usually 1-2 weeks ahead for regular update, 1-2 days ahead for emergency updates When maintenance begins, notification is sent and control plane update process is initiated. During control plane update customers should not access vcenter If there are a major failures with Control Plane update, we will restore from backup Once control plane update is complete, notification is sent to customer and data plane update begins. Customers can access vcenter at this time We will add a temporary host to your cluster to provide enough capacity for all of your VMs Hosts will be placed into maintenance mode and updated one at a time Workloads continue to run Once data plane update is complete, notification is sent to customer 12

13 Demo Automated SDDC Update 13

14 Automated Cluster Remediation 1. HOST FAILS, OR PROBLEM IDENTIFIED vsan Cluster 2. NEW HOST ADDED TO CLUSTER. DATA FROM PROBLEM HOST REBUILT, AND/OR MIGRATED vsan Cluster VMworld 2017 Content: Not for publication 3. PREVIOUS HOST EVACUATED FROM CLUSTER, FULLY REPLACED BY NEW HOST vsan Cluster 14

15 Demo Host Remediation 15

16 Support

17 Customer Support Customers of VMC use the VMware SaaS Production Support offering (already included in cost of the service, no additional fees needed) Feature Hours of Operation Length of Service SaaS Updates Method of Access Number of Support Requests Business Hours North America Latin America Europe, Middle East, Africa (EMEA) Asia, Pacific Rim Japan (APJ Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) SaaS Production Support 24x7 1, 2 or 3 years Yes Telephone/Web Unlimited Monday - Friday 6 a.m. to 6 p.m. (local time zone) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:00 a.m. to 8:00 p.m. (JST) 30 minutes or less: 24x7 4 business hours 8 business hours 12 business hours 17

18 Chat Support VMworld 2017 Content: Not for Chat support in VMC console Staffed by VMmware support team Provides quick assistance with your questions or service issues publication 18

19 Support info for VMC SDDC VMworld 2017 Content: Not for VMC console has support tab for each SDDC Provides helpful information when working with VMC service support teams publication Always provide Org ID and SDDC ID in chat and support requests 19

20 Access help through VMC Console 20

21 Service Health Status Page VMworld 2017 Content: Not for Service health status page is available at Shows current VMC service state publication Incident or maintenance information History of past events Subscribe to updates via , text message, or RSS/Atom feed 21

22 Demo Support in VMC Console Service Health Status Page 22

23 VMC Service Level Agreement

24 Service Level Agreement VMware will provide a Service Level Agreement for customers at Initial Availability The SLA Definition is focused on SDDC infrastructure and management availability Goal is to provide a basic SLA at launch and improve the SLA over time as the service matures Customers can request Service Credits for SLA events 24

25 General Approach 1. SLA Coverage focused on SDDC availability Leverage vsphere, NSX, VSAN concepts VMC console not included in initial SLA 2. Customers request Service Credits for SLA events Customers file an SR through myvmware for SLA service credit request VMware will monitor for SLA events 3. Other service aspects will be covered in Service Description document 25

26 SLA Definition Overview 1. VMC SLA for VMC will be defined across SDDC infrastructure and SDDC management. 2. SDDC infrastructure Availability of compute, storage, and network. Aggregate across these results in a single SDDC infrastructure availability SLA. If any of the components has downtime, then the overall SDDC infrastructure is considered to have downtime. 3. SDDC Management Availability of vcenter 4. Service maintenance excluded from SLA downtime calculations Service Component Availability Commitment SDDC Infrastructure 99.9% SDDC Management 99.9% 26

27 SLA Definition Each of the following will be considered an SLA Event SDDC Infrastructure: All of your VMs running on a cluster do not have any connectivity for 5 consecutive minutes. None of your VMs can access storage for 5 consecutive minutes. None of your VMs can be started for 5 consecutive minutes. SDDC Management: Your vcenter server is unavailable for 5 consecutive minutes. Requirements: You must have a minimum configuration for all VM storage policy Numbers of Failures To Tolerate (FTT) = 1 when the cluster has 4 or 5 hosts, and a minimum configuration of FTT = 2 when the cluster has 6 to 16 hosts. The storage capacity for the cluster retains slack space of 30% available (as described in the VSAN storage guide). There must be sufficient capacity on the cluster to support starting of a VM. 27

28 SLA Service Credits 1. SDDC Infrastructure: Service credits will be provided for each host in a cluster that is impacted by an SLA violation Customers receive a 10% service credit if cluster availability was between 99.9% and 99.0% Customers receive a 30% service credit if cluster availability was less than 99.0% 2. SDDC Management Service credits are provided for the entire SDDC across all clusters Customers receive a 5% service credit if SDDC management availability was between 99.9% and 99.0% Customers receive a 15% service credit if SDDC management availability was less than 99.0% 28

29 Additional Service Operations and Support VMC service description available at Documention: Incident and problem management for availability of the VMC service Detection, severity classification, recording, escalation, and return to service Change management Processes and procedures to maintain the health and availability of the Service Offering. Processes and procedures to release new code versions, hot fixes, and service packs related to the Service Offering Data recovery for SDDC control plane components vcenter Server, NSX Manager, NSX Controller, VMware NSX Edge Security Systems and infrastructure where VMware has sole administrative level control Information security, security monitoring, patching and vulnerability management 29

31 Questions? 31

Disclaimer This presentation may contain product features that are currently under development. This overview of new technology represents no commitme

LHC2673BU Clearing Cloud Confusion Nick King and Neal Elinski #VMworld #LHC2673BU Disclaimer This presentation may contain product features that are currently under development. This overview of new technology