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Service Description: Data Center Optimization Services

This document describes Cisco's Data Center Optimization Services. The services provide annual support for optimizing a customer's data center architecture, virtualization, unified computing, storage, and networking. The services include assessments, reviews, migration support, and guidance on optimization, resiliency, security and other areas. Cisco will designate an engineer to interface with the customer and provide general support across all activities, including regular reviews and planning meetings.

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0% found this document useful (0 votes)

68 views

Service Description: Data Center Optimization Services

Uploaded by

Ghallab Alsadeh

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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Page 1 of 30

Service Description: Data Center Optimization Services

This document describes the Data Center Optimization Data Center Optimization Services
Services.

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On Site Residency Data Center Resiliency Analysis

Management Software Upgrade Support (Minor and Major)
Cloud Optimization Operational process or runbook update
Cloud Technology Architecture Assessment ITSM Residency
Cloud Management Automation Assessment

Data Center HyperFlex Services

Data Center Unified Computing Optimization
HyperFlex Architecture Assessment
UCS Architecture Assessment HyperFlex Configuration and Performance Audit
UCS Configuration and Performance Audit HyperFlex Leading Practices Audit
UCS Leading Practices Audit HyperFlex Consultant Support
Onsite Unified Computing Consulting Support HyperFlex Health Check
UCS Health Check
Nexus1000v Health Check
UCS Operational Enhancement Assessment
UCS System Integration Support Cisco Responsibilities
UCS Application Workshop
UCS Onsite Consultant Cisco shall provide services for the Customer’s data center
during Standard Business Hours (unless stated otherwise).
Data Center Unified Networking (WAAS) Services Cisco shall provide the following General Support provisions
Optimization across all the activities described below as selected by
Customer:

Application Security Assessment Data Center Optimization - General Support

CSS/CSM/SSLM to ACE migration report
Ongoing WAAS Mobil support Designate an engineer (“Advanced Services Engineer”) to act
ACNS to eCDS migration support as the primary interface with Customer for its data center
WAAS Configuration Audit optimization service delivery.
WAAS Health Check
WAAS Assessment o Participate in regular visits to the Customer either via
WAAS Architecture Review phone, email or in-person to review proactive deliverables
and activities and to plan for next quarter. In-person visits
Data Center Unified Fabric (Nexus) Optimization not to exceed eight (8) days in aggregate. Additional visits
will be mutually agreed at Cisco’s then-current travel and
Nexus Network Assessment labor rates.
Nexus Architecture Review o Participate in periodic conference calls (usually weekly) to
Nexus Advanced Feature Assessment review Customer’s data center status, planning and the
Nexus Fiber Channel over Ethernet (“FCoE”) Support Services being provided.
Nexus security assessment o Monitor a Customer-specific Cisco email alias to facilitate
Nexus Advanced Feature Assessment communication with primary Advanced Services Engineer
Nexus Virtualization Design Review as well as the engineers on the Cisco’s Data Center team.
Nexus Health Check o Make collaboration tools available for the purposes of
(including but not limited to): hosting meetings, managing
SAN Optimization Services documentation, instant messaging, desktop sharing, and
collaborative spaces.
SAN Assessment
SAN Architecture Review The quantity of any reporting and efforts for ongoing activities
SAN Health Check described herein will vary depending on Customer
Storage Capacity & Impact Analysis requirements and what Customer and Cisco mutually agree
Data Migration upon when Services are purchased as identified in the Quote
FCoE Support provided by Cisco.
FICON Support
Ongoing Design Support
o Provide informal support for incremental changes to the
Cisco Data Center Modular Knowledge Service Data Center or architecture.

Cisco Data Services for Operations Enablement

Ongoing Software Support
Operations Audit
Operations Support Planning

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o Provide informal support for incremental changes to the Test Lab Strategy Review, Hosted testing or Network
device configuration or architecture. Ready for Use Testing, and Activities.

Scheduled Change Support Ongoing Support and Project Management

o Provide a remote resource for critical scheduled changes. o Provide ongoing support and project management to
Cisco will make available, upon receipt of not less than assist with the overall delivery of the Data Center
twenty-one (21) days prior written request to Cisco by Optimization Service for incremental changes to the
Customer, a designated support contact person who will Network or architecture.
be available to consult with Customer in major Network
service changes (i.e. major Hardware upgrade(s), major
site installation(s) or major configuration changes). Data Center Improvement Plan
Customer agrees to submit a detailed request and
schedule to Cisco prior to any such activity, which may o Provide a plan that integrates recommendations from the
include: areas of Data Center Assessments (such as Architecture
• Collaboration with Customer to evaluate the potential Assessment and configuration audit), Software
impact of the proposed changes recommendations and Bug scrub, into a single document.
• review the implementation procedures remote assistance The Data Center Improvement Plan represents the
for Customer to resolve problems with Network changes Customer-approved and agreed-upon Cisco
during a major activity to the production Network recommendations as prioritized by a joint steering
committee comprised of Cisco and Customer, and may be
used by Customer to track future projects.
Proactive Software Recommendation Report
o Diagnose overall data center network health to identify,
o Cisco will consult with Customer via a series of meetings prioritize and track Data Center Nexus/WAAS health
to develop a thorough understanding of Customer’s impacting issues such as availability, performance, faults
Software management requirements and practices such and capacity based on specific business and network
as standards, migration triggers, and implementation characteristics.
methodologies. The Proactive Software Recommendation
Report will contain overall strategy recommendations and Quarterly Business Review
may include, among other information informal support for
incremental changes to device configuration or o Schedule with Customer up to four (4) quarterly visits per
architecture year (not to exceed eight (8) days in aggregate) to
Customer's site to review Deliverables and activities and
o Each report covers a single Software track and may plan for the next quarter. Additional visits will be mutually
include, among other information, the following: agreed upon at Cisco’s then-current travel and labor rates
• Analysis of Customer’s current practices related to (this does not apply to Unified Switching Fabric (Nexus)).
establishing and managing Software release standards
and Software migration triggers
• Analysis of Customer’s current practices related Software Remote Knowledge Transfer Sessions
selection, testing, staging, implementation, and
troubleshooting o Cisco will consult with Customer to identify requirements
• Assistance establishing Software track methodologies and topics for informal training sessions. Remote
• Overall Software recommendation Customer should test Knowledge Transfer Sessions are:
and consider
• Descriptions of new Software features
• Unresolved Software bugs to which Customer may be  Delivered in English (other languages subject to
exposed and if possible, appropriate workarounds availability)
• Periodic proactive critical bug analysis for identified  Informal technical updates such as a “chalk talk” on a topic
Software track(s) or key Network infrastructure Software that is mutually agreed upon and relevant to the
feature categories technologies in the data center.
• Periodically updated follow-up reports, at a rate of no more  Service to be provided by an Advanced Services Engineer
than once per month, for up to 120 days from the original or another senior Cisco engineer.
Software recommendation date  Delivered remotely for up to four (4) hours in length, with
• Assistance in defining feature requirements and no labs and no printed course materials
performance/availability objectives as relates to Software  Relevant to the Cisco products and technologies deployed
strategy. in Customer’s production Network

Test Plan Review Validation-Test Cycle and Review – Standard

o Review Customer test plans for thoroughness and
effectiveness of planned testing. Plans will be reviewed Cisco will consult with Customer via a series of meetings to
based on issues and recommendations identified in either develop a thorough understanding of Customer’s solution

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testing goals and requirements, and generate a proposed Test

Plan. Once agreed, Cisco will execute the tests documented in o Review Customer’s infrastructure technologies to analyze
the Test Plan and report findings to Customer. Validation and and identify virtualization opportunities in the following
Testing Support may include, among other information, the areas:
following:  Network (Layer 2/Layer 3 infrastructure)
 Network transport and application call flows
 Review of Customer’s testing goals and business  Security networking (firewall design)
objectives for the solution;  Server load balancing
 Analysis of requirements such as software strategy,  Web caching within the data center
platforms, topology, protocols, and configurations  Secure Sockets Layer (SSL) offload
 Test Plan development or review/refine existing test plan;
 Schedule facilities, equipment and resources;
 Test Set Up – Perform the Physical Lab Setup; o A report of findings and recommendations based on Cisco
 Test Execution – Execute the Test Plan; and, leading practices and onsite discussions will be presented
 Test Results Analysis – Document the results in a Test at Customer quarterly review. Recommendations may
Report. include:
 Validation-Test Cycle and Review - Standard Support is  Low-level design for the Layer 2/Layer 3 infrastructure and
estimated to last between 8 to 12 weeks. integrated design
 Validation and Testing Support is only available to certain  High- Level design architecture review addressing an end-
geographic locations and will be specified in the Quote for to-end virtualized architecture covering Network, network
Services. services, security, SAN.

These activities are performed a minimum of two times but

may be performed up to four times per year for one data
Data Center Strategy and Architecture Service center after the Data Center Architecture Assessment has
been completed.
Data Center Virtualization Architecture Assessment
Architecture Acceleration Assessment
o Provide Data Center Architecture Virtualization
Assessment. Cisco will consult with Customer via a series o Provides assistance to the Customer in evaluating the
of meetings to identify the future architecture requirements compute platform while simultaneously transitioning
for a data center consolidation or data center virtualization. the environment towards the defined production future
A Data Center Architecture Virtualization Assessment may state. Activities may include:
include, among other information:
 Analyzing the Customers' server and computing platform
 Review of the current data center infrastructure and future technical architecture, as it relates to projected
Network requirements for consolidation, virtualization, or environment, resource capacity and user community
both demands.
 Review of the technology architecture layers such as  Documenting challenges, critical success factors and risks
facilities, Network, server, and application platforms  Providing recommendations on infrastructure design
 Analysis of technology feasibility  Review a services framework to develop an architecture
 Analysis of consolidation and/or virtualization impact to roadmap
application business services domains  Review areas for reduction in complexity and total cost of
 Analysis of server inventory, performance data, and ownership (“TCO”)
operating system data  Discussion of areas for increasing architectural flexibility
 Analysis of potential server consolidation and/or /agility.
virtualization costs and savings related to server hardware
and infrastructure licenses Data Center Architecture Value Analysis
 Report describing the analysis comparing Customer’s
current practices to Cisco’s recommended best practices o Cisco will provide a comprehensive financial analysis
and recommendations for server consolidation and/or spanning the server environment, storage environment,
virtualization and networking environment by analyzing costs and
 Report describing analysis of performance, availability, operational commitments
component inventory and/or inter-dependencies of
domains and views, service, and data transport, and o The Cisco Data Center Architecture Value Analysis
recommendations Service includes the following deliverables:
 Report describing opportunities and steps needed for
optimization, consolidation, and /or virtualization with  Financial analysis report
recommendations  Capital investments required during the project lifecycle
 Savings in infrastructure, facilities, and energy costs
 Executive and technology presentations
Data Center Virtualization Design Review

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Data Center IPv6 Device Assessment

Application Migration Planning Review
o Provide Data Center IPv6 Device Readiness Assessment.
o Gather current application components scheduled for Cisco will work with Customer to gather and install
deployment across the server pool considered for necessary devices in the Network/Data Center to collect
virtualization device configuration for assessment. A Data Center IPv6
o Collaborate with Customer to confirm application device Assessment may include, among other information:
component information related to performance,
compatibility, patch level, application availability and  Identify pilot and product devices/points in Data center for
interdependencies IPv6 piloting
o Identify existing and future application service domains  Identify devices for configuration collection either via tools
o Analyze application migration plan considering the or manual
following:  Assess and analyze configuration and system information
 seamless migration of all the IT system environments:  Review and compile necessary recommendation for IPv6
production , development , user acceptance test (“UAT”) readiness
part of the virtualized environment  This may include Memory/CPU/Code upgrades
 minimal to no changes to current Application component  Recommend configuration changes to enable IPv6 in the
configuration and/or implementation Data Center
 minimal to no risk due to Application component inter-  Provide report with device assessment and with
dependencies appropriate recommendations
 impact of current IT project related to existing or new IT
systems that require services from the virtualized context
 Data Center architectural changes required to support Security Assessment for Secure Cloud and DC Network
remote application service access. Devices

o Create following Reports with recommendations: The Security Assessment for Secure Cloud and Data Center
Network Devices assesses a Customer's data center device
 Application Component Availability Deployment Report security. This service is focused on understanding the current
 Application Component Patch Version/Level Compatibility state of the hardening of the individual data center devices by
analyzing their configuration files.
 Application Component Inter-dependency Views
 Application Component Performance Report
 Cisco will consult with Customer via a series of meetings
 Application Migration Strategy Document
to understand and analyze aspects of Customer’s Data
 IT Project Impact Analysis to the Migration Strategy Center and Cloud Network device security. A Device
 Application Migration Roadmap Security Assessment will be performed on up to 350
security devices in the Data Center and may include,
among other information, the following:
o Review of Customer’s Data Center and cloud device
security goals and requirements;
Data Center IPv6 Architecture and Design Review o Analysis of data center device configurations focused on
security hardening of the individual devices;
o Provide Data Center IPv6 Architecture Assessment. Cisco o Analysis of firewall rules for common configuration issues;
will consult with Customer via a series of meetings to o Report describing the analysis comparing Customer’s
identify the current and future IPv6 architecture and current configuration to Cisco’s recommended best
Design requirements for a data center. A Data Center practices and Cisco’s recommendations (sampled based
IPv6 Architecture and Design Assessment may include, on size and configuration of network);
among other information: o Report describing prioritized list of discovered
vulnerabilities and most critical findings; and,
 Review of the current data center infrastructure and future o Interactive presentation of findings, analysis, and
Network requirements for IPv6 recommendations.
 Review of existing configurations, feature and design
 Review and plan IPv6 Address Planning for Data Center,
DMZ, Internet Edge Security Assessment for Secure Cloud and DC
 Review and assess IPv6 dependencies like DNS, DHCP
requirements The Security Assessment for Secure Cloud and DC evaluates
 Recommend code and feature set for IPv6 Design for the the capabilities of the network infrastructure to protect an
Data Center identified business critical asset and provide a set of
 Provide high level Architecture and Design guidelines and recommendations to remediate the identified security gaps for
support IPv6 planning in the Data Center (DMZ, Internet that business critical asset. The recommendations include
Edge) improvements to topology, protocols, device configurations and
security controls.

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The Security Assessment includes one business critical asset On Site Residency
and sampling of devices from one each of the following
network areas: data center, internal network, and perimeter Cisco On Site Resident provides skilled Data Center
network. professionals to supplement Customer personnel and spends
between one and twenty five days a month onsite over a
Further details on the Security Assessment are described in period of three to twelve months, as specified in Quote and
the SDA specific Service Description at Purchase Order, and will perform the following types of tasks:
www.cisco.com/go/servicedescriptions/, incorporated herein by
reference. • Provides targeted consulting support as directed by
Customer during Customer’s normal business hours. After
Security Strategy Planning Support for Secure Cloud and hours support available upon mutual agreement within
DC scope of engagement.
 Consult with Customer staff to develop an understanding
o Cisco will provide strategic and tactical guidance via a of Customer’s Data Center design and implementation,
series of meetings or workshop around a Customer with a focus on concerns such as resiliency, self-recovery,
selected network security topic. Topics may include but scalability, disaster recovery, business continuance,
are not limited to network security technologies, cloud, virtualization, application traffic requirements, and ability to
data center security. handle increased traffic demands.
o Participate in network Security Strategy and Planning  Participate in on site meetings and periodic conference
meetings or workshop. calls to review Customer’s Network status, planning and
o Provide collateral / technical reference material (white the Services being provided
papers, technical specifications) as requested for specific  Monitor a Customer-specific Cisco email alias to facilitate
technologies or for network security architectural communication with Cisco designated Services team
approaches.  Resident Network Consulting Engineer may utilize
o Provide guidance and recommendations for data center Customer provided data, scripts or internal tools to assist
network security strategies. in collecting data from the Network.
o Develop a Security Technology Planning Meeting Report,  Provide real-time monitoring and measurement of network
providing a synopsis of the meeting and documenting fault, performance, capacity and availability events to
recommendations. proactively analyze and identify service-impacting issues
 Provide real-time notification to Customer of network,
Data Center Security Posture Assessment storage and compute impacting issues
 Provides guidance in the following areas
Cisco will consult with Customer via a series of meetings to
 Device/Server Admin  Basic Device
understand and analyze aspects of internal and perimeter
Functions Troubleshooting
security posture of the Customer’s Network. A Data Center
 Planning of Moves, Adds,  Root-cause
Security Posture Assessment (SPA) provides a point-in-time
And Changes Analysis
assessment of the risk posed to an organization by
vulnerabilities present in the organization’s IP-networked  Change Window Support  Technology/Device
systems and security controls. The service measures the  Basic Design Consulting Knowledge
extent to which identified vulnerabilities can be utilized to  Device Configuration Transfer
achieve unexpected or unauthorized access to the OS or  Device Monitoring  Weekly Status
applications on IP-connected endpoints (UNIX / Windows /  Resource Management Reporting
network and security devices). The SPA will include the
following:
 Internal Security Posture Assessment Cloud Optimization
• Critical Network and Asset Identification Workshop,
• Discovery and Vulnerability Identification, Cloud Technology Architecture Assessment
• Vulnerability Confirmation and Target Analysis,
• Results Analysis and Presentation, and, Cisco will conduct an architecture and security assessment of
• Assessment Report. the Customer’s current data center architecture and plans,
providing analysis of current states of the architecture and
 Perimeter Security Posture Assessment
security and identifying any issues found with the Customer’s
• Discovery and Vulnerability Identification,
current technology architecture (Network, storage and
• Vulnerability Confirmation and Target Analysis,
compute), as it pertains to a desire to transition to, or evolve
• Targeted Phishing Vulnerability Analysis,
further to (in the case of an existing cloud architecture), an
• Results Analysis and Presentation, and,
architecture capable of offering cloud Infrastructure, DRaaS
• Assessment Report.
and software services (XaaS). Activities may include:
Further details on the Security Posture Assessment are
• Gather business and technical requirements related to
described in the SPA specific Service Description at
Customer’s cloud data center architecture and security by
www.cisco.com/go/servicedescriptions/, incorporated
conducting a combination of on-site discovery workshops
herein by reference.
and interviews with Customer stakeholders.

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• Conduct an assessment of Customer’s current Data Center Unified Computing Optimization is targeted to
architecture with aim to make recommendations on what allow Customers to analyze, improve, and optimize their Cisco
is required to refocus the Customer’s data center plans to data center Unified Computing environment while supporting
evolve to a cloud technology architecture. current production environments. The Service is designed to
• Provide Customer with a Cloud Technology Architecture assess the Customer’s current Unified Computing environment
Assessment Report. to identify areas for improvement. This service will provide
recommended leading practice deployment strategies,
The following are not in scope of the Cloud Technology methodologies and configuration based on these findings. In
Architecture Assessment Service: addition, the Data Center Unified Computing Optimization
Service will support planning efforts which will mitigate the
• Wireless technologies; risks inherent in any change process.
• Unified Communications;
• Application and/or Business services architectural Unified Computing Architecture Assessment
recommendations. These services will be addressed only
from mapping and dependencies to the technology service
area perspectives and will help the definition of the o Consult with data center staff in a series of workshops and
network blocks in-line with Customer complete set of meetings to develop a thorough understanding of
requirements; Customer’s Unified Computing System (“UCS”) and UCS
• Assessment or integration of SLA services into the Director design requirements. Review current design and
existing or future state of the technology services; and, provide recommendations with a focus on concerns such
• Non-operational perspective analysis of the Server and as resiliency, availability and scalability. Cisco will also
Storage layers. work with Customer to optimize architecture and
performance for virtual and physical environments.
Cloud Management Automation Assessment
o Provide a detailed report that summarizes
Cisco will provide an analysis of the Customer’s current recommendations and findings. The Report may include
management automation tools – specifically orchestration, but is not limited to:
provisioning tools, management portal and assurance tools -
making recommendations for the management tools  Review of Customer’s design requirements, priorities, and
infrastructure necessary to support a cloud computing goals
architecture capable of offering cloud Infrastructure- as-a-  Review areas for reduction in complexity
Services (IaaS) and/or DRaaS. In the case of an existing  Assess and recommend architecture for the Unified
cloud deployment, the recommendations will focus best Computing deployments.
practices for management of a cloud architecture; and in the  Review current initiatives and align with leading practice
case of a non-cloud deployment, recommendations will focus deployment methodologies and use cases
on changes and new tools for existing cloud technology  Assist in identifying additional opportunities to utilize UCS
architecture plan. capabilities
 Analysis of impact of new requirements on existing
Cisco Service Activities: environment.
 Develop a recommended architecture and future
• Conduct a discovery workshop including interviews with deployment roadmap.
Customer to capture and document the Customer’s
current management automation strategy and toolset, UCS Configuration and Performance Audit
along with associated workflows.
• Assess the Customer’s requirements for cloud o Review current configuration of Unified Computing
orchestration management tools, documenting the System, and/or UCS Director and surrounding
Customer requirements and recommendations in the infrastructure. Cisco will examine this information to
Cloud Management Automation Assessment Report. provide recommendations based on leading practice
• Assess the Customer’s current performance and SLA configuration methodology and technical settings as
monitoring, measurement, management and reporting appropriate. Activities may include but are not limited to:
tools, documenting the Customer’s capabilities and
requirements for cloud computing, including SLA  Review and analysis of virtual machine, server, Network
management and capacity management in the Cloud and storage performance and utilization
Management Automation Assessment Report.  Investigate peak utilization trends and identify optimal
• Review with Customer the Cloud Management Automation configuration and architecture to meet these threshold
Assessment Report for comment and approval before it is  Identify underutilized assets and recommend optimal
formally completed and released. layout for highest compression ratios for virtual machines
• Provide Customer with a Cloud Management Automation  Develop report on performance optimization
Assessment Report recommendations such as system tuning, virtualized I/O,
protocol optimization, and server response times.
Data Center Unified Computing Optimization

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 Review technical environment that may include: unified

I/O, management switch, chassis and cabling o Leverage Cisco DCAF to discover the compute server
configurations for optimum performance. foot print in the data center
o Develop a migration TCO/ROI analysis summary
report
o Conduct 1 day workshop to understand Customer
long term goals and identify potential
UCS Leading Practices Audit application/software optimization opportunities
o Review preliminary TCO/ROI analysis report
o Provide a review of leading practices for the Unified o If Customer is interested in moving forward, Cisco will
Computing environment. An evolving Unified Computing put together an application optimization roadmap
architecture can help support growth, improve productivity,
improve business processes, and accelerate change in
every aspect of your business
Nexus1000v Health Check
 Review current Customer UCS and/or UCS Director
implementation against a list of lab and project- based Review current configuration of Nexus1000v component of
leading practice configurations. server infrastructure as part of a periodic examination of post
 Align applicable leading practice deployment configuration deployment, or audited, environments, that require additional
options and settings for specific Customer usage. examination guided by Customer needs and concerns.
 Discuss areas for increasing architectural resiliency, Nexus1000v Health Checks are structured to service instances
availability, flexibility and agility. within a single data center environment.

Onsite Consultant Support o Periodic activities may include

Provide ongoing, onsite Unified Computing consulting support  Verify operational state of system
in the form of a designated engineer (“Advanced Services • Review and analysis of vCenter setup, Virtual Ethernet
Engineer”) onsite at Customer’s designated location to act as Modules (VEM), SVS connection, etc
the primary interface with Customer, providing general advice • Physical state of port connectivity for VEMs
and guidance related to Customer’s Unified Computing System
(UCS), and/or UCS Director, up to five days per week (pending  Verify Port Profiles
local work restrictions) during Standard Business Hours • Review and analysis of Uplink Profile, Vethernet Profiles
excluding Cisco holidays, locally recognized country holidays, and Overall Usage
vacation, and training days. Customer directed tasks to be
performed by the Advanced Services Engineer are subject to  Access and Monitoring
Cisco approval, which shall not be unreasonably withheld. • Users, SNMP, Syslog, etc
Onsite Unified Computing Consulting Support is only available
to certain geographic locations and will be specified in the o Develop report on the environment as evaluated against
Quote for Services. best practices

UCS Health Check

UCS Operational Enhancement Assessment
o Review current configuration of Unified Computing System
(UCS), and/or UCS Director infrastructure as part of a o Review and standardize efficient operational process while
periodic examination of post deployment, or audited, working with Unified Computing System (UCS) and/or
environments, that require additional examination guided UCS Director architectures
by Customer needs and concerns. UCS Health Checks • Work with Customer to modify existing operations guides
are structured to service instances within a single data to leverage more efficient UCS Manager and Unified
center environment. Periodic activities may include Architecture related processes
• Provide recommended best practices to operate a UCS
 Review and analysis of virtual machine, server, Network environment to increase agility, availability and operational
and storage performance and utilization including efficiency.
management switch, chassis and cabling configurations
• Provide Documentation Support and Operations Synopsis
 Develop report on the environment as evaluated against
Report
best practices and expected server response times,
virtualized I/O, and protocol optimization
UCS System Integration Support
UCS Application Workshop
o Review best practices and use cases around the Unified
Computing Architecture and surrounding ecosystem that
 Provides a workshop looking at migration of existing
can accelerate completion of an enterprise’s automation
compute environment to UCS leveraging DCAF used for
UCS Health Check. The following activities will occur:

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initiatives within a single data center environment.  Assess and analyze effects of new requirement on
Periodic activities may include: existing environment and develop a future deployment
roadmap including recommending an architecture for the
 Automate Desktop Virtualization deployments.
• Review and analysis of compute provisioning, network,  Assess current disaster recovery process and provide
storage and applications recommendations to optimize disaster recovery capability
• Performance capacity management and procedures for Cisco Unified Networking Services
• User management products
 Provide a review of best practices for the Desktop
 Integrate Virtualization environment and discuss areas for
 Review and Build workflows between 2 APIs (ie Compute increasing architectural resiliency, availability, flexibility,
and Hypervisor) and agility
 Scale by adding additional APIs (ie network, storage,
security)
ACNS to eCDS Migration Report
 Extend to peripherals and applications
Consult with data center staff in a series of interviews and
 Monitor meetings to develop a thorough understanding of the ACNS to
 Life Cycle Management eCDS migration requirements. AS will provide an assessment
 Performance Capacity Management of the requirements to do a ACNS to eCDS migration.
 Chargeback / Billing Activities may include:

• Review the current ACNS design and configuration to be

migrated
• Review the new purposed eCDS design
Data Center Unified Networking Services (WAAS, eCDS) • Determine the recommended method of migration
Optimization • Provide eCDS knowledge transfer

WAAS Mobile Design Support

Covers Unified Switching Fabric (Nexus), Application Network
Performance (WAAS, ACNS,eCDS) Components
Provide informal support for incremental changes to WAAS
Mobile configuration or architecture. Consult with Customer on
ongoing WAAS Mobile requirements changes, new features,
and the associated effects on the existing Network design.
WAAS Assessment
Activities may include:
Once per year, Cisco will provide Customer with a product-
• Review proposed Customer WAN optimization
based data center architecture assessment to facilitate proper
requirements for mobile workforce
changes in the existing environment, which may include:
• Assess the current WAAS Mobile environment to
determine adherence to best practices
 Assess current environment to support planned changes, • Verify the sizing of the design is keeping up with current
and identify gaps in the adoption of a Cisco DC technology and proposed demand
through current assessment of the design and future goals • Validate the software code versions, related to WAAS
via subject matter experts and application of leading Mobile, are appropriate for the current and short term
practices to Cisco design principles. environment
 A detailed technical assessment of Customer-specific DC • Provide a knowledge transfer around WAAS Mobile
technology infrastructure design. Designs for ANS, SAN,
and Nexus, Unified Computing families of products are
available.
• Proactive recommendation to improve the performance, WAAS Configuration Audit
resiliency, security, and availability of Customer’s Cisco Provide a review of leading practices for the WAAS
DC technical Infrastructure environment. Verifies that the WAAS devices are configured
optimally. Activities may include:
WAAS Architecture Review
• Review current Customer WAAS implementation against a
Review of current L4-7 content and application distribution list of lab and project- based leading practice
environment configuration and surrounding infrastructure with configurations.
recommendations based on leading practices. • Align applicable leading practice deployment configuration
options and settings for specific Customer usage.
 Review of Customer’s design requirements, priorities, and • Discuss areas for increasing architectural resiliency,
goals availability, flexibility and agility

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WAAS Health Check Consult with data center staff in a series of trainings and
meetings to develop a thorough Customer understanding of
o Review Customer WAAS environment, collecting one Nexus Advanced Feature. (VPC, VDC, Fabric Path, or
performance-related data, and applying Cisco leading OTV) Review current Nexus design and provide
practices, as part of a periodic examination of post recommendations with a focus on potential ways of leveraging
deployment, or audited, environments guided by Customer the targeted available Nexus Advanced Feature in areas such
needs and concerns. as virtualization, resiliency, availability and scalability. Cisco
will also work with Customer to develop a migration strategy to
 Collect performance data, identify exception areas, roll out the target Nexus feature into the existing Nexus
analyze device configurations and resource utilization environment. Activities may include:
parameters
o Provide the following services around the targeted Nexus
 Develop Stability Analysis and Recommendations report
Advanced Feature:
which typically includes summaries of the following
network-level information: Software, Hardware, Memory, • Provide remote training on target Nexus advanced feature
Environment, Protocol Analysis and Network Management
• Review existing Nexus design to determine readiness and
design requirements to deploy targeted Nexus advanced
feature
Data Center Unified Fabric (Nexus) Optimization • Provide recommended migration strategy to deploy
Covers Application Distribution (ACE, L4-7), Unified Switching targeted Nexus Advanced feature
Fabric (Nexus), Application Network Performance (WAAS,
ACNS) Components • Provide recommended implementation plan to deploy
targeted Nexus Advanced feature
Nexus Network Assessment This service includes the design, implementation planning, and
training around a single Nexus Advanced feature that the client
Once per year, Cisco will provide Customer with a product- will deploy. Client can elect the quantity of this service based
based data center architecture assessment to facilitate proper on the number of features that need to be deployed during
changes in the existing environment, which may include: contract.

 Assess current environment to support planned changes, Nexus FCoE Support

and identify gaps in the adoption of a Cisco DC technology Consult with data center staff in a series of trainings and
through current assessment of the design and future goals meetings to develop a thorough Customer understanding of
via subject matter experts and application of leading the clients FCOE deployment. Service activities may include:
practices to Cisco design principles.
 A detailed technical assessment of Customer-specific DC • Provide FCOE design consultation for Moves, adds or
technology infrastructure design. Designs for ANS, SAN, changes
and Nexus, Unified Computing families of products are • Provide ongoing configuration support of FCOE solution
available. • Provide new feature support for FCOE solution
 Proactive recommendation to improve the performance, • Provide FCOE knowledge Transfer
resiliency, security, and availability of Customer’s Cisco • Provide FCOE deployment assessment
DC technical Infrastructure. • Provide design support for any problem escalations on the
FCOE solution
Nexus Architecture Review
Review of current Nexus environment configuration and This service does not cover the planning, design or
surrounding infrastructure with recommendations based on implementation of a new deployment of FCOE, only the
leading practices. optimization and “day 2” support of a deployed FCOE solution

 Review of Customer’s design requirements, priorities, and

goals Nexus Security Assessment
 Assess and analyze effects of new requirement on Consult with data center staff in a series of meeting to
existing environment and develop a future deployment understand the Nexus network security requirements and
roadmap including recommending an architecture for the assess the current or purposed design for compliance with the
Unified Fabric deployments stated security requirements. Activities may include:
 Assess current disaster recovery process and provide
recommendations to optimize disaster recovery capability • Provide a Nexus Security analysis and report which
and procedures for Cisco Nexus hardware products summarizes any recommendations and findings. The
 Provide a review of best practices for the unified fabric Report will include:
environment and discuss areas for increasing architectural • Review of Clients Nexus Security design requirements,
resiliency, availability, flexibility, and agility priorities, and goals
Nexus Advanced Feature Assessment

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• Review current or purposed Nexus Security design and o Provide informal support for incremental changes to
configurations device configuration or architecture
• Review current initiatives and align with leading practice o Provide informal support for incremental changes to the
Network security methodologies and use cases Data Center or architecture.
• Assess and recommend design or configuration changes
to Nexus security architecture SAN Architecture Review
This Nexus Security assessment will be focused on Nexus Review of current MDS SAN environment configuration and
switch/port security and will not include an assessment or surrounding infrastructure with recommendations based on
recommendations related to application security or FW rules or leading practices
policies.
 Review of Customer’s design requirements, priorities, and
goals
Nexus Health Check
 Assess and analyze effects of new requirement on
existing environment and develop a future deployment
o Review your Data Center Nexus family switches,
roadmap including recommending an architecture for
collecting performance-related data, current state
Unified Fabric deployments.
configurations and applying Cisco leading practices, as
part of a periodic examination of post deployment, or  Assess current disaster recovery process and provide
audited, environments guided by Customer needs and recommendations to optimize disaster recovery capability
concerns. Nexus Health Checks are structured to service and procedures for Cisco MDS hardware products
instances within a single data center environment.
Periodic activities may include Provide a review of best practices for the SAN environment
and discuss areas for increasing architectural resiliency,
availability, flexibility, and agility
 Collect performance data, identify exception areas,
analyze device configurations and resource utilization
parameters SAN Health Check

 Develop Stability Analysis and Recommendations report o Cisco will provide an analysis of the features and abilities
which typically includes summaries of the following of the MDS platform for optimal deployment and
network-level information: Software, Hardware, Memory, configuration:
Environment, Protocol Analysis and Network Management  Review of existing SAN infrastructure for adherence to
best practices, configuration issues, and architectural
 Review report on the environment as evaluated against bottlenecks
best practices  Recommend new features and configuration updates to
ease day-to-day SAN operational requirements
o Cisco will provide a SAN Health Check Report that
includes an executive summary, current status of
SAN Optimization Services environment, Customer requirements analysis, findings
and conclusions.
SAN Assessment
Storage Capacity & Impact Analysis
Once per year, Cisco will provide Customer with a product-
based data center architecture assessment to facilitate proper o Cisco will provide an analysis of the Customer’s storage
changes in the existing environment, which may include: array infrastructure to for optimal deployment and
configuration:
 Assess current environment to support planned changes,  Storage capacity utilization
and identify gaps in the adoption of a Cisco DC technology  Allocated but unused storage
through current assessment of the design and future goals  Current storage process maturity
via subject matter experts and application of leading o Cisco will provide a Prioritized Action Plan highlighting
practices to Cisco design principles. those areas within the storage array infrastructure
requiring immediate remediation.
 A detailed technical assessment of Customer-specific DC o A Reference Architecture will be provided highlighting
technology infrastructure design. Designs for ANS, SAN, capacity and growth options for the array infrastructure
and Nexus, Unified Computing families of products are based upon industry best practices. This will include a
available. High Level Plan and ROI Analysis
o The findings will be presented via an Impact Analysis
 Proactive recommendation to improve the performance, Executive Summary Presentation.
resiliency, security, and availability of Customer’s d DC
technical Infrastructure Data Migration

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o Cisco will consult with Customer via a series of meetings  Ongoing software support for incremental changes to
to develop a thorough understanding of Customer’s data device configuration or architecture
migration requirements. o Proactive Software Recommendation Report
o Perform a SAN and Storage discovery of the Customer’s  Review provides strategic and tactical approach to
environment using the following methods: managing current and future software levels
 Data Center Analytics Framework (DCAF) to discover  Assists in defining feature requirements and performance
SAN, storage array, network, and host specific information and availability objectives as they relate to software
 Storage array specific collection and management tools strategy
 SAN specific collection tools  Comprehensive reports for each software track
o Working with application owners and system  Reports examine production configurations and compare
administrators, determine application dependency them to Cisco’s leading practice recommendations
mapping (ADM).  Recommendations for software modifications as
o For long-distance data center migration of data, determine necessary
SAN extension requirements to support migration o Scheduled change support.
o Based on the discovery and review with Customer,  Ongoing support for incremental changes to the FCoE
determine the data migration method(s) best suited for environment
migrating the environment which could include but not
limited to:
 Data Mobility Manager (DMM). Cisco fabric-based data SAN Management & Monitoring
migration tool
 Storage array-based migration: Array-vendor specific o Document the Customer’s SAN alerting and monitoring
migration tool (i.e., SRDF, TrueCopy, GlobalMirror, etc.) requirements, Cisco platform alerting features, and
 Host-based tools. vmWare Storage vMotion, host Customer’s enterprise integration needs.
operating system LVM mirroring techniques. o Provide a detailed design report with recommended
 Tape backup and restores monitoring architecture and best-practice alerting
 Other host based methods such as rsync. configurations.
o Create migration Move Groups  Assist Customer in the implementation of Cisco SAN
 Identify the number of migration windows alerting features and functionality.
 Amount of storage per migration window  Provide guidance and reference material to assist
 Application and host to move in move group Customer with integration of alerting to third party network
o Setup the migration environment: management system platforms.
 Target storage environment configuration and setup  Consult with the Customer to determine appropriate event
 SAN configuration changes to support replication criticality and triage.
 Kick off data replication in advance of migration window o Provide ongoing support
(async replication)  Design optimization to meet the Customer’s changing
o Support migration window activities alerting needs
 Final data sync between old and new storage array  Assist the Customer in testing and tuning the alerting
 Host cutover to new storage thresholds.
 Application testing on new storage  Software upgrade impact analysis
o Clean-up legacy storage environment after successful
data migration
Cisco Data Center Modular Knowledge Service (MKS)
FCoE Support
The Cisco Data Center Modular Knowledge Service (“MKS”)
o Using leading practices, the Cisco FCoE Support Service provides Customer with access to design tips, methodologies,
identifies gaps in the Customer’s FCoE infrastructure and leading practices, and foundational concepts related to Cisco
provides: products and technologies. The Content in the library is made
o FCoE Assessment available by Cisco to a number of Authorized Viewers through
 Provides a list of recommendations based on analysis of a secure web-based portal (“Portal”).
Customer’s environment and comparison against best
practices. Access to the foundational Network Infrastructure Modular
o FCoE Ongoing design support Knowledge Service is provided with each subscription to the
 Provides detailed design reports on data center Data Center Modular Knowledge Service at no additional
architecture components charge.
 Provides recommendations for resiliency, self-recovery,
scalability, disaster recovery, business continuance,  Make the Content available, remotely, to the number of
virtualization, and application traffic requirements Authorized Viewers, including providing access to the
 Provides detailed design reports on FCoE environments following:
o Software strategy support
 Multimedia Clips:

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• Kick off meeting to review service deliverable and

 - VoD/AoD technical talks methodology with key Customer stakeholders
 -Service deliverables archive – Customer-specific/account • Schedule and conduct onsite interviews
specific content • Review and analyze Customer provided documentation
 - eLearning courses • Presentation and review describing findings, together with
recommendations for changes to operations processes
 Sidebar Content: that will optimize the operation of Cisco technology to
maximize IT service availability
 - White Papers
 - Case Studies Management Solution Architecture
 - Design Guides
o Review current toolset to provide recommendations to
 - Configuration Guides
optimize visibility and control of a virtualized data center
 - Training Documents
environment. Takes a holistic view across all management
 - Technical Tips tools used across the data center architecture. Areas of
 - Deployment Guides focus may include Event, Incident, Problem, Knowledge,
 - Online textbooks and/or manuals Service Asset & Configuration, Change, IT Service
 - Video and audio clips (different from the Multimedia Catalog, Performance and Capacity Management,
Clips) Automation / Orchestration and Billing & Chargeback
 Create a holistic view of the current IT services
 Assist in account creation for the Portal, prior to use during management toolset, and operational requirements
the duration of the Service. Customer is responsible for  Analyze existing toolset’s capability to meet operational
security, network connection, IP address assignment and requirements
any required firewall or access control list changes  Presentation and review describing findings, together with
required on Customer’s network in order for the end-users a roadmap for recommended changes to the toolset that
to access the Portal. will optimize the visibility and control of the data center
environment
 Provide a training session to Customer point(s) of contact
for the Authorized Viewers.

 Hold a “Demo Day” to train and demonstrate the tool for Operations Support Plan
Customer’s Authorized Viewers.
o Determine how best to prepare to operate/manage new
 Host Content and provide preventative maintenance in Cisco technologies being introduced into the data center
accordance with Cisco’s normal maintenance schedules environment. Activities and deliverables may include:
and procedures. • Collaborative onsite and remote Cisco-led, cross-
functional team workshops
 Analyze issues submitted to Cisco through provided e-mail • Identification of operational requirements
alias tkl-support@cisco.com. • Organization structure diagrams
• Roles & responsibilities matrix
 Provide technical assistance to Customer as Cisco may • Skills matrix
deem necessary to properly provide the Services. • Workflow diagrams
• Supporting process documentation
 Updated Content: Cisco may revise, update and/or • Review of recommendations
remove previously-released Multimedia Clips and/or
Sidebar Content (“Updated Content”). Cisco will make any Instrumentation Audit
Updated Content available to Customer as a part of the
Services. The Updated Content will exclude the o Maximize operations visibility of Cisco devices in the data
previously-released Multimedia Clips and Sidebar Content center infrastructure by reviewing instrumentation related
(where applicable) that the Updated Content was intended configuration and how instrumentation features are being
to supersede. Customer should discontinue any use of the used. Provide recommendations and leading practices to
superseded Multimedia Clips and/or Sidebar Content. maximize operations visibility into the environment.
• Analyze device management feature configurations
• Ascertain via meetings / interviews / documentation the
Cisco Data Center Services for Operations Enablement instrumentation collection options deployed in the
environment
Operations Audit • Presentation and review describing findings, together with
o A review of current operations processes to provide recommendations to further improve operational visibility
recommendations to optimize operation of Cisco into the environment.
technology (network, storage and compute) to maximize
IT Service availability.

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 An on-site resident Cisco IT Service Management (ITSM)

Resiliency Analysis Subject Matter Expert Consultant will be provided to
supplement Customer personnel and to perform tasks,
o Provide resiliency analysis across the whole data center which may include:
architecture (holistic view). Uses output from individual
network, storage and compute health checks and other o Provides targeted consulting support as directed by
services. Customer during Customer’s normal business hours.
• Collect and analyze relevant configuration information After hours support available upon mutual agreement
using a variety of collection and analysis tools within scope of engagement
• Document findings and identify possible risks to o Consult with Customer staff to develop an
infrastructure resiliency that may impact IT service understanding of Customer’s ITSM process and tools
availability design and implementation, with a focus on concerns
• Produce Resiliency Improvement Roadmap report in focus areas such as change management, release
& deployment management, transition planning &
Minor Software Upgrade Support support, service & validation testing, knowledge
management, incident management, problem
o Current state review and implementation plan to apply management and continual service improvement.
minor release update to existing operations product toolset o Participate in on-site meetings and periodic
as well as support for the operations toolset conference calls to review Customer’s ITSM status,
• Validate upgrade path for product(s) planning and the IT Services being provided.
• Document upgrade plan for Customer o Monitor a Customer-specific Cisco email alias to
• Collaboration with Customer to evaluate the potential facilitate communication with Cisco designated
impact of the proposed changes Services team
• Review implementation procedures and provide remote o Identify deliverables necessary for successful service
assistance for Customer to resolve problems during transition to Operations.
release updates o Participate in extended team status calls and planning
meetings.
o Participate in and/or facilitate Agile Scrum activities.
Major Software Upgrade Support o Consultant may utilize Customer provided data,
scripts or internal process and tools documentation to
o Current state review and implementation plan to execute assist in providing consulting support.
major release upgrade to existing operations product
toolset including upgrade support. Includes upgrade  The typical skill set and role of the Consultant(s) provided
testing as appropriate. by Cisco to provide ITSM expertise may include:
• Validate upgrade path for product(s)
• Document upgrade plan for Customer o Plan, design and/or lead in the development of ITSM
• Collaboration with Customer to evaluate the potential processes identified above.
impact of the proposed changes o Facilitate standardization and adoption of ITSM
• Test upgrade / backup-restore function(s) as required processes within Customer Operations organization.
• Review the implementation procedures o Serve as an advisor role to Customer in regards to
• Provide remote assistance for Customer to resolve operations excellence and/or operations
problems with changes during a release update transformation.
• Recommend a test plan for the upgraded tools before they o Provide Cisco and industry best practices to
are rolled into the production environment Customer regarding infrastructure and or IT service
operations, including comparison against other
Operational Process or Runbook Update industry operations maturity benchmarks.
o Articulate "as a Service” industry practices.
o Assistance in development / documenting operational run- o Understanding of the Networking, Data Center and
book(s) or standard operating procedure(s) that addresses Cloud technology stack
a specific operational or technical procedure for a given o Understanding of multiple ITSM and development
device / technology / IT service methodologies which may include eTOM, COBIT,
TOGAF and DevOps as well as ITIL.
• Define operational function(s) and technology(ies) for
which run-book(s) or standard operating procedure(s) will
be produced
• Document procedure(s) and/or process(es) for use in
Customer environment
• Deliver and review run-book(s) or standard operating
procedure(s) with Customer Connected Grid Energy Optimization Service (“EOS”)

ITSM Residency Service Summary

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Connected Grid Energy Optimization Service provides for  Collaborate with Customer to determine Future State
optimization of the use of energy by the information and Design / On-site
communication technology infrastructure. This software based  Assist the Customer in the creation of its high level Energy
system leverages Cisco EnergyWise and provides for costs Management System design and as part of the
and greenhouse gas savings related to the energy usage of IT collaboration:
systems.
o Review and assist Customer the high-level Network
architecture and topology design.
Customer Requirements Document (“CRD”) Development o Identify integration and aggregation points for energy
domains across Building Management Systems,
 Collaborate with the Customer to remotely collect and Network, Compute and Storage.
document Customer’s communicated business o Review Customer designs for IT System application
requirements to be used by the high-level network design. environment, access requirements, efficiency metrics,
The Customer requirements may include: reporting capabilities, hardware tiering, hardware
compliance and configuration provide
o Energy Management features and functionality are recommendations.
required to meet business objective. o Financial modeling and analysis across facilities and
o Review and analyze the existing Network, Compute and IT operations showing ROI and projected savings by
Storage architectures for performance, IT and building business unit / onsite.
load analysis, Hardware and Software, energy reporting
and management. Energy Management Assessment

 Provide and maintain a Customer Requirements The Energy Management tools and processes involve the
Document (“CRD”) that contains Customer requirements, installation and integration of a new energy management
collected data, information, observations, and the results application. This application provides the Customer with an
of the high level analysis during the duration of the active tool to manage the energy usage of IT assets.
service. Furthermore, the reporting and tracking of energy use is
supported. The final deliverable document includes the cost
justification for the system, initial findings and user guide for
Discovery and Information Gathering
the energy management system.
The remote energy discovery process is a low cost way for a
Cisco field team and Customer uncover a high level ROI for  Data Aggregation, Domain Building, Reporting Templates
implementing a new energy management system. This  Planning (Requirements, Assessment, Architecture)
financial analysis can be presented remotely or on day 1 of on-  Design & Build (Solution Design, Integration,
site workshop. This is a high-level energy discovery typically Implementation)
for a subset of the larger IT architecture.  Expense Assessment (Operational & Architectural
Assessment)
 Discovery and Information Gathering / Remote Access  Run & Optimize (Deployment Planning, Operational
Required Assessment, Optimization)
 Requirements Gathering and Discovery / Remote  IT assets utilization mapping
 Asset Inventory Transfer / Remote  Efficiency Metrics Calculations
 Qualification and Evaluation / Remote  Energy Management Strategy
 Mechanical, Electrical, Floor Plans Transfer / Remote  Energy Management Report Compilation
 Presales Coordination / Remote  Provide Customer Report - Executive Presentation
 Discovery and Information Gathering / Remote Access
Required Energy Management Support and Knowledge Transfer
 Provide a site survey report detailing the results of the Once the energy assessment is complete, the Cisco service
energy discovery tool. team will work with the Customer to develop a new energy
management program. This program focuses on providing
The on-site energy discovery process provides for a detailed Energy as a Service (Eaas) for energy managers and IT
ROI for implementing a new energy management system. operators. This program and training that is provided by Cisco
This financial analysis is presented remotely during the have the following attributes:
assessment period. This is a low-level energy discovery
typically for the larger IT architecture.  User training workshops
 Recommendations of organizational structure
 Discovery and Information Gathering / On-site  Recommendations on programmatic structure
 Site Inventory Discovery / On-site  Reporting templates for compute, network and storage
 Requirements gathering and analysis / On-site assets
 Detailed IT and Facilities Components Assessments / On-  Data feed for data center digital signage
site  Report showing projections on energy savings over 3 year
period for single data center

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 Report showing projected savings for additional sites as

provided by client

Cisco shall provide the following General Service provisions for Data Center HyperFlex Services
any Connected Grid Energy Optimization Service specified in
the Quote:
HyperFlex Architecture Assessment
 Under this Service, Cisco shall provide the Connected
Grid Energy Optimization Service during Standard Consult with data center staff in a series of workshops and
Business Hours, unless stated otherwise. meetings to develop a thorough understanding of Customer’s
Cisco HyperFlex System. Review current design and provide
 Provide a single point of contact ("Cisco Project Manager") recommendations with a focus on concerns such as resiliency,
for all issues relating to the Services. availability and scalability. Cisco will also work with Customer
 Participate in regularly scheduled meetings with the to optimize architecture and performance for virtual and
Customer to discuss the status of the Services. physical environments.

 Define and execute change management process which Provide a detailed report that summarizes recommendations
includes informing Customer of risks and negotiating and findings. The Report may include but is not limited to:
changes to the schedule and the budget based upon the  Review of Customer’s design requirements, priorities, and
agreed upon changes. goals
 Review areas for reduction in complexity
 Maintain project plan and risk management and change
 Assess and recommend architecture for the Cisco
management processes.
HyperFlex deployments.
 Manage project cost and resource budget.  Review current initiatives and align with leading practice
deployment methodologies and use cases
 Provide periodic project progress report throughout the  Assist in identifying additional opportunities to utilize Cisco
performance of service. HyperFlex capabilities
 Provide Customer satisfaction surveys to Customer.  Analysis of impact of new requirements on existing
environment.
 Ensure Cisco employees (including Cisco subcontractors)  Develop a recommended architecture and future
conform to Customer’s reasonable workplace policies, deployment roadmap.
conditions and safety regulations that are consistent with
Cisco’s obligations herein and that are provided to Cisco HyperFlex Configuration and Performance Audit
in writing prior to commencement of the Services;
provided, however, that Cisco’s personnel or Review current configuration of Cisco HyperFlex System.
subcontractors shall not be required to sign individual Cisco will examine this information to provide
agreements with Customer or waive any personal rights. recommendations based on leading practice configuration
methodology and technical settings as appropriate. Activities
 Supply Cisco project team personnel with a displayable
may include but are not limited to:
form of identification to be worn at all times during services
activities at Customer’s facility.
 Investigate peak utilization trends and identify optimal
 Cisco reserves the right to determine which of its configuration and architecture to meet these threshold
personnel shall be assigned to a particular project, to  Identify underutilized assets and recommend optimal
replace or reassign such personnel and/or subcontract to layout
qualified third persons part or all of the performance of any  Develop report on performance optimization
Connected Grid Energy Optimization Service hereunder. recommendations such as system tuning, virtualized I/O,
Should Customer request the removal or reassignment of protocol optimization, and server response times.
any Cisco personnel at any time; however Customer shall  Review technical environment that may include: unified
be responsible for extra costs relating to such removal or I/O, management switch, chassis and cabling
reassignment of Cisco personnel. Cisco shall not have configurations for optimum performance.
any liability for any costs, which may occur due to project
delays due to such removal or reassignment of Cisco
personnel. HyperFlex Leading Practices Audit

Provide a review of leading practices for the Cisco HyperFlex

Project Completion environment. An evolving Cisco HyperFlex architecture can
help support growth, improve productivity, improve business
 Work with Customer to remove Data Collection Tool processes, and accelerate change in every aspect of your
from server. business
 Delete Customer account on cloud consumption web
portal.

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 Review current Customer Cisco HyperFlex system and manage the implementation of services selected
implementation against a list of lab and project- based under this Service Description (e.g., chair the weekly
leading practice configurations. conference calls, assist with prioritization of projects
 Align applicable leading practice deployment and activities).
configuration options and settings for specific
Customer usage. o Within one (1) year from the commencement of this
 Discuss areas for increasing architectural resiliency, Services, Customer will have at least one (1) Cisco
availability, flexibility and agility. Certified Internetworking Expert ("CCIE") trained
employee or one (1) employee that have achieved, in
Cisco's sole determination, an equal standard through
HyperFlex Consultant Support training and experience as designated contacts.

Provide ongoing, onsite Cisco HyperFlex consulting support in o Customer's technical assistance center shall maintain
the form of a designated engineer (“Advanced Services centralized network management for its Network
Engineer”) onsite at Customer’s designated location to act as supported under this Service Description, capable of
the primary interface with Customer, providing general advice providing Level 1 and Level 2 support.
and guidance related to Customer’s Cisco HyperFlex, up to
five days per week (pending local work restrictions) during o Provide reasonable electronic access (onsite and
Standard Business Hours excluding Cisco holidays, locally remote) to Customer's Network to allow the Advanced
recognized country holidays, vacation, and training days. Services Engineer to provide support.
Customer directed tasks to be performed by the Advanced
Services Engineer are subject to Cisco approval, which shall o Utilize communication and collaboration tool(s)
not be unreasonably withheld. Onsite Cisco HyperFlex provided by Cisco. If Customer uses non-Cisco
Consulting Support is only available to certain geographic provided collaboration tools for hosting meetings,
locations and will be specified in the Quote for Services. managing documentation, instant messaging, desktop
sharing, and collaborative spaces, provide Cisco with
HyperFlex Health Check access.

Review current configuration of Cisco HyperFlex System as  Customer will provide names of users who will have
part of a periodic examination of post deployment, or audited, authorization to access these tools.
environments, that require additional examination guided by  Customer will support the implementation of software
Customer needs and concerns. Cisco HyperFlex Health required to use tools in their environment.
Checks are structured to service instances within a single data
center environment. Periodic activities may include; o Data Collection Tools. Customer shall ensure that
such Data Collection Tools or scripts are under lock
 Review and analysis of virtual machine, server, Network and key and with access restricted to those Customer
and storage performance and utilization including employee(s) or contractor(s) who have a need to
management switch, chassis and cabling configurations. access the Data Collection Tools and/or a need to
 Develop report on the environment as evaluated against know the contents of the output of Data Collection
best practices and expected server response times, Tools. In the event Data Collection Tool provided by
virtualized I/O, and protocol optimization. Cisco is Software, Customer agrees to make
appropriate computers available and download
Software as needed. Customer shall remain
responsible for any damage to or loss or theft of the
Data Collection Tools while in Customer’s custody.
 Initial Set-up (One Time). If Cisco provides Data
Customer Responsibilities Collection Tools or scripts located at Customer's site,
an initial set-up is required and the following must be
o Designate at least two (2) but not more than six (6) performed:
technical representatives in each area covered under - Complete the Data Collection Tools installation and
DC including UCS, Nexus, SAN, L4/7, caching, system configuration questionnaire(s) (i.e. IP address,
server, Operations and automation(tools) who must netmask, hostname, etc.) and return to the Advanced
be Customer's employees in a centralized Network Services Engineer
support center (Customer's technical assistance - Install the Data Collection Tools hardware in a secure
center), to act as the primary technical interface to the area with controlled physical access
Advanced Services Engineer(s) covering Data Center - Connect the Data Collection Tools hardware to the
technologies. Customer will designate as contacts Network
senior engineers with the authority to make any - Secure the Data Collection Tools behind Customer’s
necessary changes to the data center device corporate firewall
configuration. One individual, who is a senior - Provide access to Data Collection Tools for use by
member of management or technical staff, will be Cisco to install, troubleshoot, and maintain; for remote
designated as Customer’s primary point of contact to access, SSH, Telnet, and/or dial are options, but

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virtual private network (VPN) access to the Graphical

User Interface (GUI) is preferred and recommended o Retain overall responsibility for any business process
- When applicable, provide Data Collection Tools with impact and any process change implementations.
HTTPS (SSL) access back to Cisco CCO/CCX
servers located at nettools-upload.cisco.com; o Designate a program manager to act as the single
HTTP/FTP/PFTP may be used but Cisco strongly point of contact to which all Cisco communications
recommends HTTPS (SSL) may be addressed, having an appropriate level of
- When applicable, provide Data Collection Tools with applications and Network experience. Such person
SSH to the nettools-upload.cisco.com server to shall act as Customer’s host for onsite assessment
support the transfer of Data Collection Tools patches, activity to coordinate facility access, conference
security patches, and Rules Based Markup Language rooms, phone access and staff scheduling.
(RBML) update packages; FTP may be used but
Cisco strongly recommends SSH o Ensure key engineering, networking and operational
- Provide Data Collection Tools with SNMP and personnel are available to participate in interview
Command Line Interface (CLI) access to all sessions as required by Cisco in support of an
Product(s) in the Network (necessary to facilitate assessment. Review assessment report and
collection of inventory and configuration information) suggestions provided by Cisco.
- Provide Data Collection Tools with the Network
Product list in seedfile format containing SNMP Read o Assessment data collection support.
Only (RO) community string and CLI (vty/enable or
TACACS user-id / password) for access to all o Customer agrees to make its production, and if
Product(s) in the Network (necessary to create the applicable, test Network environment available for
Data Collection Tools seedfile) installation of Data Collection Tools. Customer shall
- Provide Syslog server and upload information ensure that Cisco has all relevant Product information
needed for an assessment.
 Data Collection Tools Management (Ongoing). In the
event Data Collection Tools are installed on o Customer shall advise Cisco immediately of all adds,
Customer’s Network, the following items must be moves and changes of the Product within Customer’s
performed on a regular or as needed basis to support Network.
the operation of Data Collection Tools in the Network:
- Notify Cisco about changes made to the Network o Assemble all necessary Network availability data to
such as Product(s) added/deleted and changes made enable Cisco to calculate quarterly Network
to Product credentials availability. The type of data required to perform the
- Fix access problems (Access Control List’s, firewall, calculations includes the following:
etc.) which may periodically occur between Data
Collection Tools and the Product(s) in the Network  Outage Start Time (date/time)
- When applicable, fix data communication problems  Service Restore Time (date/time)
that prevent Data Collection Tools from uploading  Problem Description
data to Cisco or prevent the remote maintenance of  Root Cause
the Data Collection Tools  Resolution
- Notify the Advanced Services Engineer when  Number of end users impacted
changes are made to Syslog, DNS, proxy and  Equipment Model
gateway servers IP address(es)
 Component/Part
 Planned maintenance activity/unplanned activity
o Provide a Network topology map, configuration
information, and information of new features being  Total end user/ports on Network
implemented as needed.
o Provide the low-level design document describing
o Notify Advanced Services Engineer of any major how Customer’s Network is or is planned to be built
Network changes (e.g., topology, configuration, new and engineered to meet Customer’s specific set of
IOS releases.). technical requirements and design goals. The low
level design must provide a sufficient level of detail to
o In the event the Network composition is altered, after be used as input to an implementation plan.
the Services selected under this Service Description
have commenced, Customer is responsible to notify o Ensure key detailed design stakeholders and
Cisco in writing within ten days (10) of the change. decision-makers are available to participate during the
Cisco may require modifications to the fee if the course of the service.
Network composition has increased beyond the
original pricing quote for Services. o Provide or extract additional information required in
the design effort (e.g., current and planned traffic
o Create and manage an internal email alias for characteristics):
communication with Advanced Services Engineer.

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- Any documentation of business requirements and o Identify low risk and high-risk areas of the Network
technical requirements for the new design. based on their Network traffic.
- Any information on current and planned traffic
characteristics or constraints. Documented o Review details of planned changes with Advanced
information on all non-Cisco applications integrated Services Engineer.
through the Automation Software Tools including
interface specifications as required o Advise Cisco of its standard operating procedures
- Information on current releases running in the related to its business practices, its internal
Network and current configuration templates. operational nomenclature and Network to allow Cisco
- Information on Customer business and technical to effectively communicate and discuss changes with
requirements for new Software releases. Customer in the context of Customer’s business
- Information on planned changes, new technology environment.
applications or major design changes (short term and
long term), and contact information and Customer o Provide all necessary information to enable Cisco to
escalation process. summarize the root causes of issues identified.
- Information on Customer certification process and lab
testing process. o Provide reasonable electronic access (remote and
- Information on Customer change control process. local) to Customer's Network to assist Cisco in
- Information on any service level agreements or providing support.
Network performance requirements.
- Information on critical applications supported by the o Collaborate with Cisco to determine appropriate and
Network. relevant topics
- Information on which applications are mission-critical
and their priority schemes. o Provide a single point of contact to be used for all
- Information on Customer’s plans for business required communication and coordination of
continuance, consolidation, and virtualization. requested sessions
- Information on expected Network growth and
application mix changes. o Ensure participation by Customer resources
- Information on any future advanced technology
implementations. o Provide details in advance about the background and
- Information on architecture (which may include skill sets of each Remote Knowledge Transfer
remote sites and size of remote sites). session audience
- Information on Customer implementation plans and/or
deployment schedules. o Provide facilities (such as: a room with projector,
- Maintenance window information and any other whiteboard and guest internet access) for Knowledge
constraints. Transfer sessions.

o Support data collection activities as needed to o Customer is solely responsible for the determination
facilitate a specific Cisco analysis. and successful implementation of its Network, design,
business or other requirements.
o Make remote console access available for Cisco staff
members o This service shall be comprised of general technical
assistance and shall be performed under Customer’s
o Provide an environment for installation and operation direction and management and such assistance may
of collection, monitoring and conversion tools if not result in some or all of the tasks being completed.
required Services are provided to the Customer in support of
initiatives and activities described herein and Cisco
o Provide up to four (4) weeks’ notice of start of shall not assume any cost or schedule liabilities.
workshop for data gathering
o Provide Customer on-boarding information as follows:
o Have available one Operating System, either: contact name, title, address, telephone number, e-
VMware ESX, RedHat Linux, Microsoft Server, SUSE mail address of primary and secondary team lead,
Linux Email ids and name of the Authorized Viewers who
will need access to the "Portal".
o Designate person(s) from within its technical support
organization to serve as a liaison to the Advanced o Install the Digital Rights Management (“DRM”)
Services Engineer. software on as needed basis that allows to view the
DRM-protected content on the Portal.
o Provide its designated person(s) with instructions on
process and procedure to engage the Advanced o Participate in training and/or feedback sessions with
Services Engineer. Cisco team to enable Cisco to understand the needs
of the Authorized Viewers for the Portal.

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• Provide or extract additional information required in

o Notify Cisco of any technical support requests or the design effort (e.g., current and planned traffic
troubleshooting issues related to the Services by characteristics).
sending an e-mail to Cisco team at tkl- • Information on Customer business and technical
support@cisco.com requirements for new Software releases.
• Review details of planned changes with Validation
o Provide necessary hardware, software and third party and Test Engineer.
tools in the environment as specified in the CNOAS • Information on Customer certification process and lab
installation pre-requisite documentation. testing process.
• Information on Customer change control process.
o Provide documented information on Customer's • Information on any service level agreements or
existing CNOAS Infrastructure design including items Network performance requirements.
such as: inventory of servers, network and • Information on critical applications supported by the
configuration data. Network.
• Information on which applications are mission-critical
o Provide documented information on all non-Cisco and their priority schemes.
applications integrated through the Automation • Information on Customer’s plans for business
Software Tools including interface specifications as continuance, consolidation, and virtualization.
required • Information on expected Network growth and
application mix changes.
o Provide necessary hardware, software and third party • Information on any future advanced technology
tools in the environment as specified in the TES implementations.
installation pre-requisite documentation. • For Onsite Test Support, provide Cisco personnel
with access during Standard Business Hours to
o Provide documented information on Customer's appropriate Customer Lab facilities.
existing TES Infrastructure design including items
such as: inventory of servers and configuration data.
o Assessment for Cloud Consumption Foundation
o Ensure key Customer personnel (such as: Cisco IAC Service. In addition to the General Responsibilities,
Admin, CNOAS Admin, TES Admin, Database the follow specific responsibilities apply:
administrator, windows administrator, Unix/Linux
administrator, network architecture and engineering, o Review with Cisco the scheduling and
network operations staff, management tool lead) are agenda, including for the onsite project
available to participate during the course of the planning meeting.
Service (to provide information, participate in the o Assign a single point of contact for the
required activities and to participate in review assessment project.
sessions). o Provide a list of all Customer stakeholders
participating in the project planning meeting:
o Provide necessary hardware, software and third party project sponsor, director of applications or
tools in the environment as specified in the Cisco IAC equivalent, director of networks or
installation pre-requisite documentation. equivalent, Linux system administrator, and
network administrator.
o Provide documented information on Customer's o Conduct inventory of known cloud services
existing Cisco IAC Infrastructure design including and complete the cloud usage questionnaire.
items such as: inventory of servers, network and o Review with Cisco the inventory of known
configuration data. cloud services.
o Review with Cisco the network topology and
o Customer shall advise Cisco immediately of all adds, determine the appropriate router (router
moves and changes of the Cisco IAC solution within must support NetFlow) for data collection.
Customer’s environment. o Work with Cisco to identify unknown cloud
services.
o Additional Customer Responsibilities associated with o Review and validate unauthorized Cloud
Validation-Test Cycle and Review Service Providers
• Provide the low level design document describing o Provide the data for the financial analysis
how Customer Network needs to be built and (where Financial services are included in
engineered to meet a specific set of technical Assessment for Cloud Consumption
requirements and design goals. The level of details Foundation Service)
must be sufficient to be used as input to an o Review with Cisco the discovery
implementation plan. methodology and associated data collection
• Ensure key detailed design stakeholders and activities.
decision-makers are available to participate during the o Install the server and the Data Collection
course of the service. Tool instances.

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o Set up the required hardware or virtual o Provide Cisco with a permission to utilize
machine for the Data Collection Tool. any Cisco or third-party software on the
o Set up VPN or equivalent that will allow Network for the use of Data Collection Tool,
Cisco engineer to remotely access the data network inventory and performance data
collector server. gathering.
o Configure the router(s) to send NetFlow o Customer is responsible to implement
(v.5/or v.9) data to the Data Collection Tool. system change requests (firewall, ACL
o Work with Cisco to verify that the data configuration, user-id creation, etc.) to
collection is operational from end-to-end. facilitate data gathering within one (1)
o Respond to Cisco requests for system or business day of the initial request.
router changes within one (1) week of the o Customer agrees to make appropriate
project planning meeting. computers available and agrees to allow
o Work with Cisco to schedule and confirm list Cisco to install Data Collection Tool software
of all attendees and stakeholders during final as needed.
presentation at the onsite meeting. o All information (such as but not limited to:
o Review with Cisco the Cloud Consumption designs, topologies, requirements) provided
Optimization Report. by Customer is assumed to be up-to-date
o Reconfigure routers to pre-project status. and valid for the Customer’s current
o Reclaim server or VM used for Data environment. Cisco Services are based upon
Collection Tool information provided to Cisco by Customer
o Designate a single point of contact to act as at the time of the Services.
the primary technical interface with the o Customer acknowledges that the completion
designated Cisco engineer. of Services is dependent upon Customer
o Provide documented Customer requirements meeting its responsibilities as indicated
(business and technical) and high-level herein.
network topology specifications. o Identify Customer’s personnel and define
o Provide documented information on their roles in the participation of the Services.
Customer's existing infrastructure design Such personnel may include but is not
including known cloud service providers, limited to: architecture design and planning
security policies and operational processes. engineers, and network engineers.
o Unless otherwise agreed to by the parties, o Ensure Customer’s personnel are available
Customer shall respond within two (2) to participate during the course of the
Business Days of Cisco’s request for any Services to provide information and to
other documentation or information needed participate in scheduled information
to provide the Service. gathering sessions, interviews, meetings and
o Customer will create and manage an internal conference calls.
email alias for communication with the Cisco o Support services provided by Cisco
team. comprise technical advice, assistance and
o Customer will provide the required access to guidance only.
the network and required port connectivity
for appliances and tools; and, Customer will o Security Assessment for Secure Cloud & DC
provide the required IP addresses to connect Network Devices. In addition to the General
the devices and the necessary DNS/NIS, Responsibilities, the follow specific responsibilities
Windows domain/Active directory apply:
configuration details. o List of up to 350 devices to be included in
o Customer acknowledges that completion of o assessment,
Services is dependent upon Cisco’s use of o Supply device configurations and versions, and,
Data Collection Tool. o Supply relevant network topology diagrams.
o Customer will provide a Linux server or
virtual machine to run Data Collection Tool o Data Center Security Posture Assessment (SPA).
for discovery of cloud services with following In addition to the General Responsibilities, the follow
HW/SW requirements: specific responsibilities apply:
 Internal Security Posture Assessment
 CPU: 4-core Intel Xeon 3 GHz or o Supply Cisco with a work location with
better network connectivity to the internal network,
 RAM: 8GB and,
 Disk: 2TB (dependent on network o Supply list of internal IP ranges to include in
traffic) Assessment.
 OS: CentOS 6. 4 or higher version  Perimeter Security Posture Assessment
 Required access to cloud server: o Supply list of externally accessible IP
Port 8080 addresses to be included in Assessment,
and,

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o Support data collection activities as required designated person(s) with instructions on

to support specific Cisco analyses. process and procedure to engage the Cisco
Engineer.
o Security Assessment for Secure Cloud & DC. In o Ensure key Customer personnel (such as:
addition to the General Responsibilities, the follow architecture design and planning, network
specific responsibilities apply: engineering, network operations staff) are
 Provide access to the appropriate resources with available to participate during the course of
knowledge and authority to provide Cisco with the Service (to provide information and to
the following information: participate in review sessions).
 Key business critical assets. o Provide reasonable electronic access to
 Assess specific threats to identified business Customer's Environment to allow the Cisco
critical assets. Engineer to provide support.
 Physical and logical network topology o Provide Customer internal governance and
diagrams, including the location of the escalation process and contact information.
devices included in assessment. o Provide documented information on
Network architecture description: Customer's existing Cisco IAC workflow.
 Security policies, standards and procedures. o Provide information about Customer device
 Services that traverse the perimeter network, and Cisco IAC workflow lab testing and
 Applications and services running over the certification process(es).
network (VoIP, video streaming, terminal o Provide information about any service level
emulation, http, ftp, etc.). agreements or performance requirements.
o Provide information about critical
 High-level architecture of data center,
applications supported by the Cisco IAC
internal servers, user host connectivity and
workflow.
Internet connectivity.
o Provide periodic information about changes
 Network Management System architecture.
planned for the Cisco IAC Workflow
 Empirical data necessary to develop Cisco regarding new technology, applications, or
Security Control Framework metrics. major design changes (short term and long
term).
o Security Strategy Planning Support for Secure o Unless otherwise agreed to by the parties,
Cloud & DC. In addition to the General Customer shall respond within two (2)
Responsibilities, the follow specific responsibilities Business Days of Cisco’s request for any
apply: other documentation or information needed
o Establish and inform Cisco of dates at least sixty to provide the Service.
(60) days in advance of strategic planning o Create and manage an internal email alias
meetings. for communication with Advances Services
o Provide technology roadmaps necessary to Engineer & delivery team.
support the planning sessions. o Utilize communication and collaboration
o Provide information on any current and planned tool(s) provided by Cisco.
traffic characteristics or constraints. o The following is required for Customer’s use
of Collaboration Tools:
o Day 2 Custom Workflow Support Service for i. Customer will provide the names and
Cisco IAC, OpenStack and ACI. In addition to the other pertinent information (such as e-mail
General Responsibilities, the follow specific account information) of Customer
responsibilities apply: resources who require authorization to
access;
o Designate at least one (1) but not more than ii. Customer will support the implementation
six (6) technical representatives to act as the of software required to use the
primary technical interface to the Cisco Collaboration Tools in their environment;
Engineer per support request. iii. Customer will download Collaboration
Representatives must be Customer's Tools guest client(s), if applicable, if not
employees in a centralized location. already in possession of the applicable
Customer will designate as contacts senior license; and
engineers, stakeholders, and decision- iv. Customer agrees to immediately return
makers to participate with the authority to Collaboration Tool(s) to Cisco, as
make any necessary changes to the Cisco instructed by Cisco, upon the earlier of:
IAC workflow. One individual, who is a senior Completion of Services; or
member of management or technical staff, Cisco’s request to Customer that the
will be designated as Customer’s primary Collaboration Tool(s) be returned to
point of contact to manage the Cisco.
implementation of services under this o If Customer uses non-Cisco provided
Service Description (e.g. assist with collaboration tools for hosting meetings,
prioritization activities). Provide its

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managing documentation, instant o When applicable, provide Data

messaging, desktop sharing, and Collection Tools with SSH to support the
collaborative spaces, provide Cisco with transfer of Data Collection Tools
access. patches, security patches, and Rules
o Customer will provide names of users who Based Markup Language (RBML)
will have authorization to access these update packages; FTP may be used but
tools. Cisco strongly recommends SSH
o Customer will support the implementation o Provide Data Collection Tools with
of software required to use tools in their SNMP and Command Line Interface
environment. (CLI) access to all Product(s) in the
o Retain overall responsibility for any business Network (necessary to facilitate
process impact and any process change collection of inventory and configuration
implementations. information)
o Provide list of Cisco.com Customer o Provide Data Collection Tools with the
USERIDs to be entitled as required to enable Network Product list in seed file format
access by Customer to any Customer- containing SNMP Read Only (RO)
accessible portal or online component community string and CLI (vty/enable or
throughout service contract duration. TACACS user-id / password) for access
o Data Collection Tools. Customer shall to all Product(s) in the Network
ensure that such Cisco provided Data (necessary to create the Data Collection
Collection Tools or scripts are under lock Tools seed file)
and key and with access restricted to those o Provide Syslog server and upload
Customer employee(s) or contractor(s) who information
have a need to access the Data Collection o Data Collection Tools Management. In the
Tools and/or a need to know the contents of event Data Collection Tools are installed on
the output of Data Collection Tools. In the Customer’s Network to resolve an issue, the
event Data Collection Tool provided by Cisco following items must be performed on a
is Software, Customer agrees to make regular or as needed basis to support the
appropriate computers available and operation of Data Collection Tools in the
download Software as needed. Customer Network:
shall remain responsible for any damage to o Notify Cisco about changes made to the
or loss or theft of the Data Collection Tools Network such as Product(s)
while in Customer’s custody. added/deleted and changes made to
o Initial Set-up (One Time). If Cisco provides Product credentials
Data Collection Tools or scripts located at o Fix access problems (Access Control
Customer's site, an initial set-up is required Lists, firewall, etc.) which may
and the following must be performed: periodically occur between Data
o Customer should complete the Data Collection Tools and the Product(s) in
Collection Tools installation and system the Network
configuration questionnaire(s) (i.e. IP o When applicable, fix data
address, netmask, hostname, etc.) and communication problems which prevent
provide access to the tool to the Cisco Data Collection Tools from uploading
Engineer. Install the Data Collection data to Cisco or prevent the remote
Tools hardware in a secure area with maintenance of the Data Collection
controlled physical access Tools
o Connect the Data Collection Tools o Notify the Cisco Engineer when
hardware to the Network changes are made to Syslog, DNS,
o Secure the Data Collection Tools behind proxy and gateway servers IP
Customer’s corporate firewall Page address(es).
o Provide access to Data Collection Tools o Customer acknowledges that Cisco’s
for use by Cisco to install, troubleshoot, obligation is to only provide assistance to
and maintain; for remote access, SSH, Customer with respect to the Cisco IAC
Telnet, and/or dial are options, but custom workflow and that such assistance
virtual private network (VPN) access to may not result in some or all of the other
the Graphical User Interface (GUI) is tasks such as change management, design
preferred and recommended reviews, etc being worked on by the
o When applicable, provide Data Customer.
Collection Tools with HTTPS (SSL) o Customer should contact the Cisco TAC for
access back to Cisco servers; any kind of Cisco IAC solution support. Here
HTTP/FTP/PFTP may be used but Cisco IAC product specific problem support
Cisco strongly recommends HTTPS is provided by the Cisco TAC organization as
(SSL) part of Software Application Service plus

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Upgrade SASU service contract. SASU designed and developed by Cisco and
service contract is separate from this service successfully put in production environment
contract. Cisco engineer would engage as when they call for Day 2 reactive support.
part of this service contract only in the Otherwise, Customer shall be responsible for
situation where it is clearly identified by extra costs relating to time for Cisco
Cisco TAC engineer that problem is related personnel to assess and understand the
to custom workflow developed by Cisco. changes in the Cisco IAC workflow in
o It is understood by the Customer that once customer environment. Cisco shall not have
Cisco TAC identifies issue related to custom any liability for any costs, which may occur
work, Cisco engineer would be engaged due to project delays due to such
within appropriate response time to start assessment.
assessing and understanding the problem to o Provide resource who can understand
resolve it. As Cisco IAC Day 2 reactive English language as all services will be
support service is to resolve custom provided in the English language unless
workflow issues, it requires investigation otherwise agreed to by Customer and Cisco.
before assessing any resolution time. o Customer would provide the solution
o Provide information about current Cisco IAC Verification Test Plan to Cisco so Cisco can
Solution environment to Cisco Engineer use it to test the portion of it to verify
engaged to resolve the problem as soon as resolution of the problem.
possible. Information could include all o Work with Cisco to test the resolution against
existing documentation for the implemented Verification Test Plan. It is understood that
solution such as customer requirement such Validation Test Plan may not cover full
document (CRD), high level design (HLD), scale testing for all feature, functionality and
low level design (LLD), test plan, change performance of the entire solution and it
request documents, knowledge transfer would be Customer’s responsibility to test it
documents, etc. Ensure key Customer staff for appropriate production usage.
is available for scheduled information o Assign and schedule resources to attend the
gathering sessions such as interviews or transfer of knowledge session.
data capture of the production environment. o It is understood that if Cisco Engineer
Any delay in providing information requested identifies that problem involves third party
to Cisco, may lead to delay in resolving the software as part of AS delivered solution
problem and Cisco is not responsible for then Cisco can assist the Customer in
such delays. communicating the problem to the third party
o Make available access to Customer Site, vendor and facilitating any required follow-up
remote or onsite as necessary for Cisco to with the third party but it would be
perform the Services. Customer’s responsibility to coordinate such
o Designate a backup contact when Customer activities between Cisco and 3rd party and
contact is unavailable. This person has the Customer shall have appropriate relationship
authority to act on all aspects of the work with the 3rd party to get the required support.
being performed in absence of the primary Cisco shall not have any liability for any
contact. costs, which may occur due to 3rd party
o Customer will be responsible for arranging delays to work on resolving such issue.
required support for Cisco team from third o Customer shall provide, at no charge to
party vendor; which may be in form of Cisco, reasonable access to the Cisco IAC
Knowledge Transfer KT for system custom solution through a secure method
functionality, API/Commands/Scripts for such as VPN or other tunneling encryption,
requested support. as determined by Cisco to be required in
o Work with Cisco to provide all required accordance with Cisco’s remote access
information and coordinate with departments procedures in order to establish a data
as appropriate to resolve the problem. If communication link between Customer and
deployed workflow includes any third party Cisco, such that problems may be diagnosed
solution then Cisco may need access to and corrected remotely. Customer also
such third party solution for troubleshooting agrees to make available to Cisco current
and/or testing. If Customer cannot provide system passwords as necessary to provide
access to such third party solution then such remote diagnosis and support.
troubleshooting and/or testing of such o Customer is responsible for any Hardware
workflow would be responsibilities of and Software required performing fault
Customer. This is a critical step to resolve isolation or to recreate the problem in the
the problem. Cisco’s lab environment.
o It is expected that Customer or their o Customer acknowledges that it is only
representative partners have not made any entitled to receive Services on Cisco IAC
changes to the Cisco IAC workflow that was Custom Workflow Day 2 Support for which it

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has paid the applicable software license and o Customer will provide Cisco access to
SASU support fee when purchasing Services Customer developed software as needed to
for such Cisco IAC Day 2 Support. Cisco resolve Cisco IAC Custom Workflow Cases
reserves the right, upon reasonable advance reported by Customer.
notice, to perform an audit of Customer’s o Upon mutual agreement of the parties,
Cisco IAC Solution Software and records to Customer will facilitate access to Customer
validate such entitlement and to charge for software or affected Customer Products
support if Cisco determines that such that problems may be diagnosed
unauthorized support is being provided, as remotely via the Internet or via modem
well as interest at the highest rate permitted access.
by law, and applicable fees including, without o Customer may log, monitor, and update
limitation, attorneys’ fees and audit fees. Cases electronically via Cisco.com.
o Upon opening a case with Cisco TAC Team
related to Cisco IAC Product Support, o Unless otherwise agreed and stated herein
Customer is required to provide Cisco the provision of test equipment is the
Service contract number for the SASU for responsibility of the Customer
which Cisco is providing service and support. o Customer is responsible for determination
In the event that Customer is unable to and implementation of Customer’s network
provide valid and applicable Contract design requirements and implementation of
number for the SASU and Cisco agrees to any recommendations provided by Cisco.
provide Services then fees payable by Cisco recommendations are based upon
Customer shall be at Cisco’s then-current information provided to Cisco at the time of
time and materials or non-contract service the services. In no event shall Cisco be liable
rates. for the accuracy or completeness of the
o Upon opening a case with Cisco TAC Team information contained in the Cisco
related to Cisco IAC Day 2 Support, recommendations.
Customer is required to provide Cisco the
Service contract number for the SASU for o All Documentation Deliverables will be
which Cisco is providing service and support. provided in the English language. Any costs
Cisco will validate SASU contract and incurred by Cisco as a result of translations
validity of Cisco IAC Day 2 Support requested by Customer shall be Customer’s
engagement. In the event that Customer is responsibility and managed through the
unable to provide valid and applicable Change Management Procedures. In the
Contract number for the SASU or current event of any conflict between this English
Cisco IAC Day 2 Support engagement and version and the translation(s), the English
Cisco agrees to provide Services then fees version will prevail.
payable by Customer shall be at Cisco’s o It is understood that Cisco reserves the right
then-current time and materials or non- to subcontract Services to a third party
contract service rates. organization to provide Services to
Customer will provide appropriately Customer.
qualified staff to work with the Cisco’s
engineers for Cisco IAC Support. o For the options where travel is included in
o Customer agrees to provide Cisco with the price of the contract, it is understood that
sufficient information to attempt to resolve maximum twelve (12) trips related labor and
the issue. Customer shall provide such travel expenses are included. Customer will
information as a brief description of the issue reimburse Cisco for all labor and travel
being reported, issue classification, date expenses beyond twelve (12) trips at Cisco’s
upon which the issue was first encountered, then-current time and material rates when it
date the issue is being reported, manner in is mutually agreed that Cisco on-site
which the issue was isolated and technical resources are required for
reproduced, and, if available, provide the test resolution and Cisco dispatches the
program that exhibits the issue. necessary level of technical support to assist
o Customer will provide an internal escalation Customer. Cisco reserves the right to charge
process to facilitate communication between for travel time.
management levels in Cisco and Customer
as appropriate, including personnel contact o Customer is responsible for determination of
list. its requirements, and that Customer shall
o Customer will provide Cisco feedback on any retain overall responsibility for any business
Cisco IAC Custom Workflow workaround process impact and any process change
and potential fixes, which may be implementations.
incorporated into the Cisco IAC Custom
Workflow at Cisco’s sole discretion.

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o Customer acknowledges that completion of third party products or causes beyond

Services is dependent upon Customer Cisco’s control or Customer’s failure to
meeting its responsibilities as identified in perform its responsibilities under this
this service contract. service contract.

o All Services will be provided remotely from o Any support, upgrade or maintenance
Cisco to Customer locations, unless for Product other than Cisco IAC
otherwise agreed in writing by Cisco. Workflow as defined in this service
contract.
o Supported Cisco Products and technologies
for this service contract are Cisco IAC o Services for non-Cisco development
solutions only. Supported Products exclude tools or any non-Cisco software installed
any other break-fix support for custom in the Product.
solutions such as third party applications,
Cisco Network Operations Automation or o Any Hardware upgrade required to run
Application Workload Automation solutions new or updated Cisco IAC Workflow.
and any Products declared to be “End of
Support. o Customer acknowledges that it is only
entitled to receive support services against
o Cisco IAC product specific problem support the Support Option for which it has paid a
is provided by the Cisco TAC organization as separate support fee. In the event additional
part of SASU service contract. Cisco Cases or Custom Applications are supported
engineer would engage only in the situation by Cisco beyond that which Customer has
where it is clearly identified by Cisco TAC ordered, Cisco reserves the right to charge
that problem is related to the custom for support if Cisco determines that
workflow. unauthorized support is being provided.

o Any customization, upgrade, porting of the o Customer acknowledges that it is not entitled
Cisco IAC Workflow, or labor to install the to support on Cisco products not covered
Cisco IAC Workflow. Such services may be Support for Cisco products is covered under
provided under a separate contract or separate service maintenance agreements.
deliverables such as:
o Additional Support Options that are not
o Support of any changes made by scoped as part of this service contract as
Customer or designated partner to the follows:
Cisco IAC Workflow put in production by
Cisco o On-Site Emergency Support. As a result
of a critical situation, Customer may
o Support of Cisco IAC Workflow request on-site emergency support as a
problems that are diagnosed by Cisco to separate and distinct billable service,
be Enhancement requests or changes the fee for which shall represent Cisco’s
by Customer to the workflow for which then current pricing. On-site emergency
the Cisco IAC Workflow was developed. support is at the discretion of Cisco and
Resolution of the problems is viewed by is subject to Cisco resource availability,
Cisco as an Enhancement for which a and the tasks performed will vary based
separate statement of work between the on the situation, environment, and
parties is required. business impact of the problem.

o Any Hardware or third party product that o Additional Feature Functionality. As a

Customer may need to acquire that is result of a changed Customer
related to this service contract requirements, Customer may request
additional feature implementation as
o Support or replacement of Cisco IAC part of providing such problem
workflow that are altered, modified, resolution as a separate and distinct
mishandled, destroyed or damaged by billable service, the fee for which shall
natural causes or damaged due to a represent Cisco’s then current pricing.
negligent or willful act or omission by Implementation of such support is at the
Customer other than as specified in the discretion of Cisco and is subject to
applicable Cisco-supplied Cisco resource availability, and the
documentation. tasks performed will vary based on the
situation, environment, and business
o Services to resolve Product or Cisco impact of the problem.
IAC Workflow problems resulting from

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Data Center Optimization Service .doc
Page 27 of 30

o Training classes for Cisco to provide

Customer with foundational knowledge
of Cisco IAC Solution. Pricing for such
training shall be at the then current
published Cisco pricing separate from
this service contract.

o Cloud Onboarding Automation Factory. In addition

to the General Responsibilities, the follow specific
responsibilities apply:

o Execute the workload migrations via use of the

Cisco cloud onboarding automated migration as
a service tool.
o Install (if required) converted workloads into the
target environment and troubleshooting any
installation and instantiation (getting started)
issues
o Ensure provision of valid software licenses for
workload operation in the target environment

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Data Center Optimization Service .doc
Page 28 of 30

 DMZ – DeMilitarized Zone

 DNS Domain Name Server
Supplemental Glossary of Terms for Data Center  DR – Disaster Recovery
Optimization Services
 DRM – Digital Rights Management
• "Authorized Viewer/s" means either (i) an employee of  DWDM – Dense Wave Division Multiplexing
Customer or (ii) an independent contractor of Customer  EaaS – Energy as a service
performing services for Customer's benefit who is authorized  eCDS – Enterprise Content Delivery System
by Customer to use the Services for "Internal Use Purposes".  EOS – Energy Optimization Service
• "Content" means the content hosted on the Portal as part of  EOS – Energy Optimization Service
the services, including the Sidebar content. All Content shall be  FCIP – Fiber Channel over IP
considered Cisco Confidential Information.  FCoE – Fiber Channel over Ethernet
 FICON – Fiber Connection
• "Internal Use Purposes" means use of the Services for the
 FWSM – Firewall Services Module
sole purpose of permitting Authorized Viewers to view the
Content, provided that all such viewing is solely intended for  GSS – Global Site Selector
furthering the Customer's internal communications, training,  CSM – Content Switching Module
education or administrative objectives. Notwithstanding  GUI – Graphical User Interface
anything to the contrary in this Service Description, "Internal  IA – Intelligent Automation
use Purposes" expressly excludes (i) the licensing, copying,
 IaaS – Infrastructure as a Service
transferring, or distributing of any element of the Services; (ii)
displaying of any element of the Content to any person other  IOA – I/O Accelerator
than Authorized Viewers, and Customers will not permit or  IPL Files Initial Program Load Files
enable any other persons to view any element of the Content;  ISR – Integrated Service Routers
(iii) modifying, altering, abbreviating, or editing of any element  LVM – Landscape Visualization Management
of the Services unless expressly permitted by Cisco or its
 MDE – Media Delivery Engine
suppliers or licensors; (iv) the incorporation of any element of
the Services into any product or service of Customer or  MDS – Multilayer Data Switch
creating a derivative work based upon the Services, and (v)  MKS – Modular Knowledge Service
using any element of the Services in a any manner other than  MSA – Master Services Agreement
as expressly authorized under this Service Description.  OTV – Overlay Transport Virtualization
 QBR – Quarterly Business Review
Acronyms
 SAN – Storage Area Network
 ACE – Application Control Engine  SCF – Security Control Framework
 ACNS- Application and Content Networking System  SLB – Server Load Balancing
 ADM – Anomaly Detector Module  SSLM - SSL Module
 ASA – Advanced Service Agreement  TCO – Total Cost of Ownership
 AXG – Application Exchange Gateway  TES – Tidal Enterprise scheduler Environment
 CIAC – Cisco Intelligent Automation for Cloud  UAT – User Acceptance Test
 CNOAS – Cisco Network Operation Automation Service  UCS – Unified Computing System
 CPO – Cisco Process Orchestrator  UNS – Unified Network Services
 CRD – Customer Requirements Document  VEM – Virtual Ethernet Modules
 CSS – Content Service Switch  VPC – Virtual Port Channel
 DB – DataBase  VPN – Virtual Private Network
 DC – Data Center  VSAN – Virtual Storage Area Network
 DCAF – Data Center Analytics Framework  vWAAS – Virtualized Wide Area Application Services
 DCDSA – Data Center Device Security Assessment  WAAS – Wide Area Application Services
 DMM – Data Mobility Manager  WAE – Wide Area Application Engine
 WAVE – Wide Area Virtualization Engine

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Page 29 of 30

Appendix A

Service SKUs

The following list of service SKUs/Tags is provided for reference:

Data Center Optimization - General Support

Data Center Improvement Plan (DCN-OPT GS NIP)

Ongoing Design support (DCN-OPT GS ODS)
Ongoing Software support (DCN-OPT GS OSS)
Ongoing Service and Project Management Support (DCN-OPT GS OSPMS)
Quarterly Business Review (DCN-OPT GS QBR)
Proactive Software Recommendation Report (DCN-OPT GS PSRR)
Remote Knowledge Transfer Sessions (DCN-OPT GS KTM)
Scheduled Change Support (DCN-OPT GS SCS)
Test Plan Review (DCN-OPT GS TPR)
Validation and test cycle standard (DCN-OPT GS VT)

Data Center Strategy and Architecture Service

Data Center Virtualization Architecture Assessment (DCN-OPT E2E DCAVA)

Data Center Virtualization Design Review (DCN-OPT E2E VNDR)
Application Migration Planning Review (DCN-OPT E2E AMPR)
Architecture Value Analysis (DCN-OPT E2E AVA)
Architecture Acceleration Assessment (DCN-OPT E2E AAA)
IPv6 Architecture and Design Review (DCN-OPT E2E IADR)
IPv6 Device Assessment (DCN-OPT E2E IDR)
Security Assessment for Secure Cloud and & DC Network Devices (DCN-OPT E2E NDSA)
Security Strategy Planning Support for Secure Cloud and DC (DCN-OPT E2E SSP)
Security Assessment for Secure Cloud and DC (DCN-OPT E2E SDA)
Data Center Security Posture Assessment (DCN-OPT E2E SPA)
On Site Residency (DCN-OPT E2E RESIDENT)

Cloud Optimization

Cloud Technology Architecture Assessment (DCN-OPT CLOUD TAA)

Cloud Management Automation Assessment (DCN-OPT CLOUD MAA)

Data Center Unified Computing Optimization

UCS Architecture Assessment (DCN-OPT UCS NA)

UCS Configuration and Performance Audit (DCN-OPT UCS CPA)
UCS Leading Practices Audit (DCN-OPT UCS LPA)
Onsite Unified Computing Consulting Support (DCN-OPT UCS OES)
UCS Health Check (DCN-OPT UCS HC)
Nexus1000v Health Check (DCN-OPT UCS N-1000HC)
UCS Operational Enhancement Assessment (DCN-OPT UCS OEA)
UCS System Integration Support (DCN-OPT UCS SIS)
UCS Application Workshop (DCN-OPT UCS NS)

Data Center Unified Networking (WAAS) Services Optimization

Ongoing WAAS Mobil support (DCN-OPT WAAS MDS)

ACNS to eCDS migration support ((DCN-OPT WAAS MR))
WAAS Configuration Audit (DCN-OPT WAAS CA)
WAAS Health Check (DCN-OPT WAAS HC)
WAAS Assessment (DCN-OPT WAAS NA)

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WAAS Architecture Review (DCN-OPT WAAS DDR)

Data Center Unified Fabric (Nexus) Optimization

Nexus Network Assessment (DCN-OPT DC3 NA)

Nexus Architecture Review (DCN-OPT DC3 DDR)
Nexus Advanced Feature Assessment (DCN-OPT DC3 AFA)
Nexus Fiber Channel over Ethernet (“FCoE”) Support (DCN-OPT DC3 FCOE)
Nexus security assessment (DCN-OPT DC3 SA)
Nexus Virtualization Design Review (DCN-OPT DC3 VDR)
Nexus Health Check (DCN-OPT DC3 HC)

SAN Optimization Services

SAN Assessment (DCN-OPT SAN NA)

SAN Architecture Review (DCN-OPT SAN DDR)
SAN Health Check (DCN-OPT SAN HC)
Storage Capacity & Impact Analysis (DCN-OPT SAN SCA)
Data Migration (DCN-OPT SAN DM)
FCoE Support (DCN-OPT SAN FCOE)
SAN Management & Monitoring (DCN-OPT SAN SMM)

Cisco Data Center Modular Knowledge Service (DCN-OPT E2E DCMKS, DCN-OPT CLOUD DCMKS, DCN-OPT DV DCMKS, DCN-
OPT ACE DCMKS, DCN-OPT WAAS DCMKS, DCN-OPT UCS DCMKS, DCN-OPT SAN DCMKS, DCN-OPT DC3 DCMKS)

Cisco Data Services for Operations Enablement

Operations Audit (DCN-OPT DCSOE ORMA)

Management Solution Architecture Review (DCN-OPT DCSOE DCMA)
Operations Support Planning (DCN-OPT DCSOE OSPS)
Instrumentation Audit (DCN-OPT DCSOE INSTR)
Data Center Resiliency Analysis (DCN-OPT DCSOE DCRA)
Management Software upgrade Support (Minor and Major) (DCN-OPT DCSOE MINSWUP, DCN-OPT DCSOE MAJSWUP)
Operational process or runbook update (DCN-OPT DCSOE SOPRB)
ITSM Residency (DCN-OPT DCSOE RESIDENT)

Connected Grid Energy Optimization Service (“EOS”)

Discovery and Information Gathering (DCN-OPT CGEOS NA DIG)

Energy Management Assessment (DCN-OPT CGEOS NA EMA)
Energy Management Support and Knowledge Transfer (DCN-OPT CGEOS NA EMSKT)

Data Center HyperFlex Services

Cisco Hyperflex Architecture Assessment (DCN-OPT HPF AA)

Cisco Hyperflex Configuration and Performance Audit (DCN-OPT HPF CPA)
Cisco Hyperflex Leading Practices Audit (DCN-OPT HPF LPA)
Onsite Cisco Hyperflex Consultant Support (DCN-OPT HPF OES)
Cisco Hyperflex Health Check (DCN-OPT HPF HC)

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Data Center Optimization Service .doc

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Service Description: Data Center Optimization Services

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Service Description: Data Center Optimization Services

Related Documents: This document should be read in Services Summary

Controlled Doc. #EDM-105522811 Ver: 13.0Last Modified:6/13/2017 6:52:03 AM CISCO PUBLIC

On Site Residency Data Center Resiliency Analysis

Data Center HyperFlex Services

Application Security Assessment Data Center Optimization - General Support

Cisco Data Services for Operations Enablement

Controlled Doc. #EDM-105522811 Ver: 13.0Last Modified:6/13/2017 6:52:03 AM CISCO PUBLIC

Scheduled Change Support Ongoing Support and Project Management

Test Plan Review Validation-Test Cycle and Review – Standard

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testing goals and requirements, and generate a proposed Test

These activities are performed a minimum of two times but

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Data Center IPv6 Device Assessment

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 Review technical environment that may include: unified

Onsite Consultant Support o Periodic activities may include

UCS Health Check

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• Review the current ACNS design and configuration to be

WAAS Mobile Design Support

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 Assess current environment to support planned changes, Nexus FCoE Support

 Review of Customer’s design requirements, priorities, and

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• Kick off meeting to review service deliverable and

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 An on-site resident Cisco IT Service Management (ITSM)

ITSM Residency Service Summary

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 Report showing projected savings for additional sites as

Provide a review of leading practices for the Cisco HyperFlex

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virtual private network (VPN) access to the Graphical

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• Provide or extract additional information required in

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o Support data collection activities as required designated person(s) with instructions on

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managing documentation, instant o When applicable, provide Data

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o Customer acknowledges that completion of third party products or causes beyond

o Any Hardware or third party product that o Additional Feature Functionality. As a

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o Training classes for Cisco to provide

o Cloud Onboarding Automation Factory. In addition

o Execute the workload migrations via use of the

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 DMZ – DeMilitarized Zone

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The following list of service SKUs/Tags is provided for reference:

Data Center Optimization - General Support

Data Center Improvement Plan (DCN-OPT GS NIP)

Data Center Strategy and Architecture Service

Data Center Virtualization Architecture Assessment (DCN-OPT E2E DCAVA)

Cloud Technology Architecture Assessment (DCN-OPT CLOUD TAA)

Data Center Unified Computing Optimization

UCS Architecture Assessment (DCN-OPT UCS NA)

Data Center Unified Networking (WAAS) Services Optimization

Ongoing WAAS Mobil support (DCN-OPT WAAS MDS)

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WAAS Architecture Review (DCN-OPT WAAS DDR)

Data Center Unified Fabric (Nexus) Optimization

Nexus Network Assessment (DCN-OPT DC3 NA)