COMMVAULT

SUPPORT MODEL
February 3rd, 2020
v0.1
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VERSION HISTORY
VERSION REVISION DATE REVIEW BY DESCRIPTION
0.1 February 3rd, 2020 Paulo Scopacasa Initial version of this document

APPROVAL HISTORY
APPROVAL DATE APPROVED BY AREA ROLE EMAIL
February 3rd, 2020 Paulo Scopacasa DC & Cloud Services Cloud Specialist paulo.scopa@ab-inbev.com

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TABLE OF CONTENTS

1. SUMMARY
1.1 PURPOSE OF THIS DOCUMENT
This document presents the CommVault Complete TM Backup & Recovery solution implementation for
Aurora Project. It describes the support procedures to maintain the software functional and performing backup
activities for the environment as intended after the implementation, as well as relevant implementation
information regarding the solution architecture, contractual information and security and compliance
requirements.

1.2 SCOPE
This document covers CommVault CompleteTM Backup & Recovery implementation as designed and
performed specifically to Aurora Project and S4/HANA implementation, as conducted by Aurora Infra & Arch
team. Any other implementation of CommVault Complete TM Backup & Recovery is out of the scope of this
document.

1.3 AFFECTED ENVIRONMENTS/ZONES

The environments covered and/or affected by the architecture, design and operational procedures in this
document are:
 All S4/HANA servers already delivered in ABI SAP subscriptions (Global and Africa)
 S4/HANA servers in the following resource groups of ABI GLOBAL NON-PROD subscription:
o SAP-RG-AFR-NP
o SAP-RG-GB-DEV
o SAP-SANDBOX-RG-GB-DEV
 Any other further implementation of S4/HANA servers by Project Aurora.

1.4 APPLICATION SUPPORT

CommVault CompleteTM Backup & Recovery is being supported by Cloud Management Services team in
DC & Cloud Services organization, under ABI’s Global TechOps tower. The support will follow the same support
model as other applications and environments supported by the team, except when clearly specified in this
document.

1.5 INTERFACES
CommVault CompleteTM Backup & Recovery solution describes the following interfaces:
 CommVault CommServe: The CommServe Server is the central management system within a
CommVault environment. All activity is coordinated and managed by the CommServe server.

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The CommServe server runs on a Windows platform and maintains a Microsoft SQL metadata
database.
 CommVault MediaAgent: A MediaAgent moves data from production systems to protected
storage during data protection jobs and moves data back to production systems during recovery
operations. It is a software module that can be installed on most operating systems. All tasks are
coordinated by the CommServe server. MediaAgents are also used during auxiliary copy jobs
when data is copied from a source library to a destination storage target such as off-site Disaster
Recovery (DR) copies.
 Clients: A client is any production system that is protected by Commvault software. Clients use
agents to protect the production data by installing the agent directly on the client or using a
proxy client to protect the data. When an agent is deployed to a client, the client appears in the
CommCell Browser under the Clients entity.

2. SUPPORT MODEL
2.1 WORKFLOW

2.2 TICKETING TOOL

There are two types of tickets raised for CommVault support: requests (e.g. access, restore, client
decommission) and incidents (e.g. alerts received from monitoring tools, user reported incidents). SSP

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(https://anheuserbuschinbev.sharepoint.com/sites/azure_provisioining_devc/SitePages/servicecatalog.aspx) is
the tool available for users to report the requests and incidents, which then flow to ServiceNow. Alerts received
from monitoring are already opened in ServiceNow.

2.3 SUPPORT WINDOW & SLA

Cloud Management Support is available 24x7. The Support Model document, including SLAs, can be
found in
https://anheuserbuschinbev.sharepoint.com/:p:/t/AccentureCMSTransition/EUKWqD7kSSBLvJ4oqFgyP9AB
2BTRdzaLOehrTbkI0gAmhg?e=XATqCV

2.4 RELEASE CALENDAR AND CRITICAL PERIOD

New service packs for CommVault are released every 3 month and require a maintenance window to be
implemented. The maintenance window must follow ABI Change Management Process.

2.5 PERFORMANCE MONITORING

CommVault performance can be monitored using CommCell console. There, reports can be configured
from the Reports tab in the CommCell toolbar. The most common report types are listed in the toolbar, such as:
• Job Summary
• Job Schedule
• CommCell Readiness
When the report type is selected, it is the default report in the report window any other report type can
be accessed from the window. Reports are scheduled by default and customized to include additional
information, such as failed items, storage usage, job information, or resource configuration

2.6 SERVICE CATALOG

The following services are available for request, via SSP:
• user access request: grant, modify or revoke access to the CommVault console;
• client management: add, modify or decommission new CommVault clients;
• ad-hoc backup execution: run special backup executions (e.g. prior any scheduled activity, changes);
• restore: recover a backup iteration from a managed device as requested

3. APPLICATION ARCHITECTURE BASIC STRUCTURE

CommVault architecture structure and designed is described in the Architecture Design document
created by CommVault during the implementation of the tool and it is attached below.

AB-InBev -
ArchitectureDesign (11/14/19 v1.1)

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4. CONTRACT INFORMATION
Contract information for CommVault is under Aurora Project responsibility and not applicable for
Operations at this time.

5. UPDATE MANAGEMENT
5.1 UPDATE CALENDAR
CommVault has two different types of updates:
• service pack: collection of updates released on a periodic basis to resolve software issues and to
enhance software performance. Each service pack contains a cumulative set of hotfixes that were
released after the previous service pack version. A new service packs is available every 90 days.
• hotfix pack: collection of hotfixes that are targeted at resolving specific critical issues that might
cause major disruptions to operations or potential loss of data. A new hotfix pack is available every
week.
By monitoring the environment, Cloud Support will decided if hotfixes are necessary for a specific issue
to be corrected or if it will only apply the subsequent service pack.

5.2 CHANGE REQUEST WORKFLOW

Updates must be agreed with Aurora Project Infra & Arch team prior the execution, and follows ABI
standard change management process. The Change Management policy and process can be found in
https://anheuserbuschinbev.sharepoint.com/:w:/t/AccentureCMSTransition/Edh4wXLRqc9IgV6Bk5hNnxcB9
5HSNZMhXglWIBVBSpuWCQ?e=pjH0OA

5.3 IMPLEMENTATION PROCESS – SERVICE PACKS

After the installation, the service pack cannot be uninstalled (that is, rolled back to the previous service
pack version). For a successful installation, the following preparation tasks must be perform before installing
the service pack.

5.3.1 INSTALLATION SEQUENCE

When installing a new service pack version in your CommCell environment, the service pack must be
installed in the following sequence:
• CommServe computer
• MediaAgents
• Client computers
Use the CommCell Console to select the CommServe computer along with MediaAgents and clients
during the service pack installation. The CommCell Console installs the service pack on the CommServe first,
and then on the MediaAgents and clients.

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5.3.2 COMMSERVE UPDATES

During the service pack installation on the CommServe computer, services are stopped and the
CommCell Console is closed. Therefore, the service pack must be installed at a time when there are no running
jobs in the CommCell environment.
Since CommServe is installed in a cluster environment, the following requirements must be considered:
• The service pack must be installed on the active node of the cluster. During the installation on the
active node, the installation program will provide options to update the passive nodes.
• For the service pack to be installed on passive nodes automatically, make sure that the installation
media is located in a network share that is accessible by all cluster nodes. Access to the network share
from the passive nodes must be already authenticated so that it does not prompt the installer for
user credentials.

5.3.3 MEDIAAGENT AND CLIENT UPDATES

For optimal and reliable performance in the CommCell environment, it is recommend that the
CommServe computer, the MediaAgents, and clients operate at the same service pack level. Decision can be made
to not update all MediaAgents and clients, however, the components not updated will not benefit from software
enhancements and new features.
SAP HANA clients must be refreshed after the update. It is necessary to refresh the instance properties
and then discover the tenant databases.

5.3.4 SERVICE PACK INSTALLATION

To install the service pack, the following steps must be followed:
1. From the CommCell Console ribbon, on the Tools tab, click Add/Remove Software > Install
Service Pack and Hotfixes. If you want to install the service pack on a CommServe computer
configured in a cluster environment, right-click the CommServe node and then click All Tasks >
Add/Remove Software > Install Service Pack and Hotfixes.
2. In the Install Service Pack and Hotfixes Options dialog box, select the client computers that you
want to update:
a. To update specific clients, expand Client Computers and then select the clients to be
updated (e.g. to update the CommServe computer, select the check box for the
CommServe computer);
b. To update all clients, select the Client Computers check box. Note that the CommServe
computer and all MediaAgents are also selected;
c. To update clients that are part of a client group, expand Client Computer Groups and
then select the client group to be updated (e.g. to update all MediaAgents, select the
Media Agents check box)
3. Determine whether it is necessary to select some of the installation options provided in the
dialog box. For information about the options, see Install Update Options (General).
4. On the Job Initiation tab, click Schedule and then click Configure.
5. In the Schedule Details dialog box, complete the following steps:

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a. In the Schedule Name box, enter a name for the schedule (e.g. Automatic Updates);
b. On the left pane of the dialog box, click Monthly, and then configure your schedule
details (e.g. to run the installation every 4 months on the 20th day, type 20 in the On
Day box, and In the Every n Months box, type 4.)
6. Click OK to close the Schedule Details dialog box.
7. In the Install Service Pack and Hotfixes Options dialog box, click OK. The service pack
installation will run at the time that it was scheduled.

5.4 IMPLEMENTATION PROCESS – HOT FIXES

During a hotfix pack installation, services are stopped and the CommCell Console is closed on affected
machines. After installation, services may be cycled. To install the hot fixes, proceed as following:
1. From the CommCell Console ribbon, on the Tools tab, click Add/Remove Software > Install Service
Pack and Hotfixes. To install the hotfix pack on a CommServe computer configured in a cluster
environment, right-click the CommServe node and then click All Tasks > Add/Remove Software >
Install Service Pack and Hotfixes.
2. In the Install Service Pack and Hotfixes Options dialog box, expand Client Computers, and then
select the clients on which you want to install the hotfixes.
3. Click OK. Progress of the job can be tracked from the Job Controller window.

5.5 RELEASE CALENDAR/CAB MEETINGS

Follows ABI standard Change Management Process

5.6 APPROVAL MATRIX

Follows ABI standard Change Management Process

6. SECURITY & COMPLIANCE

6.1 BUSINESS IMPACT ANALYSIS
Not required as CommVault is an infrastructure component.

6.2 SOX REQUIREMENTS

No specific SOX requirements apply.

6.3 MICS REQUIREMENTS

Standard infrastructure MICS requirements applies.

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6.4 SEPARATION OF DUTIES

Not applicable.

6.5 DATA PRIVACY VALIDATION

Not applicable.

6.6 VULNERABILITY ASSESSMENT

Vulnerabilities for CommVault are assessed as part of the infrastructure assessments. No specific
assessment is required.

6.7 PENETRATION TEST

No specific penetration test is required.

6.8 ANTIVIRUS
Not applicable.

6.9 PROXY/WHITELISTING
Not applicable.

7. 0PEX
7.1 BUDGET AND CROSS-CHARGES
Licenses and cross-charges are still being managed at this point by Aurora Project team and will not be
transitioned until the whole project is delivered.

7.2 INVOICE PERIOD AND LOCATION

Licenses for CommVault are valid for a 1 year, and are being managed by Aurora project.

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