dell|emc san health check service overvie emc maintenance... · statement of work dell|emc san...

5
Statement of Work Dell|EMC SAN Maintenance –Health Check Service Dell|EMC SAN Health Check Service Overview Dell|EMC SAN Health Check service provides for periodic health checks, updates and upgrades for your Dell|EMC SAN solution. This service is coordinated through the Enterprise Command & Control Centre with extensive involvement from the Technical Account Management (TAM) team to help ensure superior service. Entitlement to Health Check service is based on a one-to-one, contract-to-Disk Processing Enclosure (DPE) ratio. Hence, two DPEs within the same SAN fabric require separate entitlement. All products are to be found within a single location.

Upload: phungkhanh

Post on 21-Mar-2018

226 views

Category:

Documents


3 download

TRANSCRIPT

Statement of Work

Dell|EMC SAN Maintenance –Health Check Service

Dell|EMC SAN Health Check Service Overview

Dell|EMC SAN Health Check service provides for periodic health checks, updates and upgrades for your Dell|EMC SAN solution. This service is coordinated through the Enterprise Command & Control Centre with extensive involvement from the Technical Account Management (TAM) team to help ensure superior service. Entitlement to Health Check service is based on a one-to-one, contract-to-Disk Processing Enclosure (DPE) ratio. Hence, two DPEs within the same SAN fabric require separate entitlement. All products are to be found within a single location.

Service Features Service Scheduling and Hours of Coverage Customers purchasing Health Check must choose the duration (1 to 5 years) and the frequency of the service (once or twice a year). Dell will then pro-actively call the customer to schedule the service1. Health Checks require a minimum three-week lead-time, subject to resource availability. The hours of coverage for the service are2:

Discovery and Analysis phases: carried out within local business hours Monday to Friday excluding public holidays.

Service Delivery phase: carried out any time 24x7. Key Service Steps On-site services are performed in three phases. 1. Discovery The first phase of the Dell|EMC Health Check process focuses on data gathering. This phase is performed remotely by the Enterprise Expert Centre. The following information will be collected for review:

Storage Processor Event Logs Storage Processor Configuration Logs Switch Configuration and Event Logs SAN Related Host Information

- Operating System and Service Pack - HBA Driver Revision - HBA Firmware - Failover Software Versions and Path Status Information - Navisphere Agent/CLI Versions - Event logs (varies based on operating system)

2. Analysis The second phase of the Dell|EMC Health Check process focuses on identifying current or potential issues in the environment as well as opportunities for reliability improvement. This phase is performed remotely by the Enterprise Expert Centre. The design workbook will be analysed in addition to the following logs:

Storage Processor Event Logs – Array related events that affect the productivity of the DPE and DAE devices

Storage Processor Configuration Logs – Potential device configuration issues, array based software revisions and host connectivity status as seen by the array

Switch Configuration and Event Logs – Port-by-port review looking for error counters that would indicate a failure or potential failure on devices outside of the

1 For new systems, the service will be scheduled from 6 months up to 1 year after shipment, depending on the frequency chosen. For service on existing systems, first health check will be scheduled within 30 days.

2 Subject to resource availability

Revision 1.3, May 2005 2

host or DPE (examples include, but are not limited to, cables, SFPs/GBICs or internal switch related hardware)

SAN Related Host Information – Analysis of SAN-related software revisions, path status, event logs (these events include, but are not limited to, HBA driver, failover software, device timeouts on SAN based LUNs or Read/Write events on SAN-based LUNs)

The customer will be notified before the next phase of the work to be performed regarding steps required for that phase, including but not limited to, preparation, down time required and potential issues. This information will be included in a customer-specific Statement of Work for Phase 3 - Service Delivery. 3. Service Delivery The final phase of the Dell|EMC Health Check process will include a software update of the SAN with the customer’s consent, testing of the remote monitoring system and a health assessment summary presented to the customer. 3 This phase is performed on-site or remotely depending on the requirements. The software and firmware updates may include:

Navisphere Manager Navisphere Agent Array Base Code/Flare Code Host Operating System (will only be upgraded if revision compliance is necessary) HBA Driver HBA Firmware Switch Firmware

If the customer has purchased and implemented the following software, it may also be updated:

PowerPath/ATF SnapView MirrorView SAN Copy VisualSAN Navisphere Analyzer PesAlert (Customer must have (and allow) email connectivity for it to work)

Your Dell engineer will verify the following (as applicable):

The storage array has successfully rebooted and is functional All LUNs/Virtual Disks are fully visible to the appropriate hosts All configured paths to storage are available

At the conclusion of the service the customer will receive a health assessment summary from their Dell engineer as to what changes were made as well as other administrative recommendations. Customer Responsibilities

3 Note: Once discovery is performed, the service delivery phase may only be rescheduled once. Please plan for these maintenance windows appropriately.

Revision 1.3, May 2005 3

Without limitation it is the customers’ responsibility to: Have a complete and current backup of any existing data on affected storage

systems. Dell will have no liability for loss or recovery of data or programs. Customer must have Platinum or Gold Enterprise Support service as a

prerequisite for Dell|EMC Maintenance Service. Registering their software through the Dell/EMC Powerlink website. The

registration process can take up to four business days. To have purchased software from Dell and have a valid software support

agreement in place in order to receive software upgrades. Plan for appropriate service windows. Generally, the update and upgrade

components of this service do not require system outages. However, your Dell engineer may recommend services be delivered during normal maintenance windows.

Customer must be able to gain administrative access to any SAN attached device and have knowledge of the IP addresses of the hosts, switches and SAN arrays.

Customer must allow for SAN Health check-related data to be sent to the Enterprise Expert Centre.

Customer should not make any changes to the SAN between the discovery and service delivery phase of the maintenance service (approximately five business days).

The inter-switch link between two locations is the Customers responsibility. The allocated storage consultant will only have a co-ordinating role

The functioning of Backup/Restore is the individual customers responsibility Service Exclusions Without limitation, the following is excluded from this Service:

Health check of Tape Backup Unit (TBU) hardware or software Installation of the following software:

ERM Tape Backup software Microsoft Exchange, SQL or other back office applications

Installation of the following hardware: Any Tape Backup Units (TBU) Any non-Dell or Software & Peripherals procured hardware or software DPE-related installations or DAS to SAN conversions (requires new SAN

implementation)

The Dell engineer performing the health check will attempt to remedy issues identified in the health check that could impact SAN production. However, any issues outside the scope of the SAN health check must be addressed through normal support processes. These include issues with:

Applications (TBU software, Exchange, SQL, etc.) Clusters (cluster is not covered as part of the Health Check,) Non-SAN related components (e.g., PERC, SCSI drivers, BIOS, ESM)

Revision 1.3, May 2005 4

Important Additional Information

THIS STATEMENT OF WORK IS SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE PREMIER ENTERPRISE SERVICE AGREEMENT, ANY APPLICABLE SIGNED AGREEMENT BETWEEN CUSTOMER AND DELL AND IN THE ABSENCE OF SUCH AN AGREEMENT, DELL'S TERMS AND CONDITIONS OF SALE AND SERVICE (INCLUDING WITHOUT LIMITATION DELL’S LIMITATION AND EXCLUSION OF LIABILITY AS NOTED THEREIN). Dell’s standard terms and conditions can be found at www.euro.dell.com/service-descriptions

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, THE RESULTS TO BE OBTAINED FROM THE SERVICES OR ANY RECOMMENDATION DELL MAY MAKE, THE PERFORMANCE, MERCHANTABILITY, SUITABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OF ANY OF THE DELIVERABLES OR OF ANY SYSTEM. NOTHING IN THIS STATEMENT OF WORK OR ANY OTHER WRITTEN DOCUMENTATION OR ANY ORAL COMMUNICATIONS WITH CUSTOMER MAY ALTER THE TERMS AND CONDITIONS OF THIS PARAGRAPH.

Service specifications are valid in the EMEA region (Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Norway, Poland, Portugal, 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 Dell|EMC Maintenance – On-site Health Check Service offering only. Neither Dell nor its affiliates assume any responsibility for inaccuracies, errors or omissions that may be contained herein. Dell reserves the right to make improvements or changes to this document and the products and services described at any time, without notice or obligation.

© 2005 Dell Inc. All rights reserved. Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden. Dell, the Dell logo and PowerEdge 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.

Revision 1.3, May 2005 5