Attachment 97

Statement of Work –Server ProDeploy Pus

Attachment 97 – Server ProDeploy Plus

1. Summary of Service:

1.1. Introduction:
This service provides for the installation and implementation of Dell PowerEdge Servers and
Enclosures and supported Products, up to the quantity as defined by the SKU description,
as set forth more specifically in this Service Description

1.2. SKU Description:

SKU Description Tied SKU Non-Tied Dispatch Code

Number SKU
Number
ProDeploy Plus Dell Server M or FC
804-6688 804-6722
Series 4XX/5XX/6XX - Deployment
ProDeploy Plus Dell Server M or FC
804-6693 804-6727
Series 8XX/9XX - Deployment
ProDeploy Plus Dell Server R Series
804-6678 804-6712
1U/2U - Deployment
ProDeploy Plus Dell Server R Series 4U -
804-6683 804-6717
Deployment
ProDeploy Plus Dell Server T Series -
807-2348 807-2359
Deployment

1.3. Definitions:
Abbreviation Definition
CAF Customer Acceptance Form – Form showing customer what was
deployed
Dell PM Dell Project Manager
HBA Host Bus Adapter
iDRAC Integrated Dell Remote Access Controller
ISCSI Internet Small Computer System Interface
KPI Key Performance Indicators – A type of performance measurement
KVM Keyboard, video, and mouse switch - A hardware device for controlling
multiple computers
MD DAS MD (Dell PowerVault Chassis) DAS (Direct Attached Storage)
NIC Network Interface Card
OPPM Outside Principle Period of Maintenance. Is defined as hours Monday
through Thursday from 5:01 PM to 7:59 AM and Friday from 5:01 PM to
Monday at 7:59 AM and nationally observed holidays
PDU Power Distribution Units
PPM Principle Period of Maintenance. Is defined as Monday through Friday
8:00 AM to 5:00 PM local time
SER Service Event Request, the document dispatched from Dell Technical
Support to the Provider which constitutes a request by Dell to perform
services, and which defines the specifics of the service to be performed.
SLA Service Level Agreement, a formal agreement between the Provider and
Dell to provide a certain level of performance for a specified activity.
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Abbreviation Definition
SLO Service Level Objective - SLOs are specific measurable characteristics
of the SLA such as availability, throughput, frequency, response time, or
quality.
T&M Time and Materials

2. Service Hours:

Services will be provided, Monday through Friday, excluding normally observed holidays. The
PPM Service hours are 8:00 AM to 5:00 PM local time. Services provided outside these times
(nights, weekends and holidays) will be delivered based on availability and agreed upon in
writing by both parties, in advance and will be subject to the OPPM Pricing.

Once the date of service has been scheduled, any changes, including cancellations, within 48
hours of the scheduled time will result in a charge equal to the amount of the service to be
performed at that location on that day.

3. Detailed Description and Provider Responsibilities:

3.1. Installation of Supported Product:

R-Series (1U, 2U, M-Series
Work to be completed is marked with an “X” 4U) T-Series FC-Series
Hardware Included:
2 Blade Servers 2I/O Switch modules, 1 Storage Block
10 Blade Servers, 4 I/O Switch modules
2 Blade Servers, 1 I/O Switch Module, Shared Perc
Storage
Details
Unpack and inspect HW X X
Mount Rack components X
Install solution specific chassis components X X
Install and route power related to solution X
Install and route network cables related to solution X
Label network cabling X
Power on equipment X X
Checking for error lights; obvious issues X X
If it has a factory image; confirm it boots X X
Configure an IP address on CMC/Idrac X X
Configure first time boot info X X
Update drivers (firmware, bios, and drivers) X X

3.2. Networking and Connectivity:

R-Series (1U, M-Series
Work to be completed is marked with an “X” 2U, 4U) T-Series FC-Series
Validation that server components have network
connectivity to customer network (assigning IP x X
address) this is covered in basic
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Networking partitioning (NPAR) X X
DCB – date center bridging X X
Install switch configs
Integrate switch into customer network and verify
connectivity

3.3. Implementation:
R-Series (1U, M-Series
Work to be completed is marked with an “X” 2U, 4U) T-Series FC-Series
Dell OpenManage Essentials (OME) X X
Dell Repository Manager X X
Dell support Assist X X
Dell OpenManage Server Assistant (OMSA) X X
Configuration of equipment (Physical topology,
X X
firmware levels, IP address, running diagnostics)
Microsoft Windows X X
VMware vSphere X X
Redhat Linux X X
SuSE Linux X X
Citrix XenServer X X
Hyper- V X X
Attach Host to San X X
For VMware vSphere and Microsoft Hyper-V the
X X
following apply:
Cluster creation X X
Basic OS Install to local storage using standard
X X
defaults
Configuration of host connection to SAN X X
Configuration of up to 5 volumes to the host or
X X
cluster
Configuration of standard virtual networking X X
Up to one virtual machine with customer supplied
X X
media and license
Installation and basic configuration of hypervisor
X X
manager (either vCenter Server or SCVMM)
Configuration of VMotion or Live Migration X X

3.4. Knowledge Transfer:

At completion the technician will provide the relevant ‘as-delivered’ solution
documentation (not step by step work instructions) to the customer, organize and clean
up the immediate area of solution related materials (e.g. packaging) and the Project
Manager will obtain customer acknowledgement that services were performed as
expected. The customer will also be prompted to complete a satisfaction survey.

3.5. Out of Scope:

For the avoidance of doubt, the parties acknowledge that the following activities are not included
in the scope of this Statement of Work.
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a. Removal or reposition of other products
b. Installing external cables (between racks)
c. Troubleshooting
d. Site Survey
e. Routing, cabling through walls, ,ceilings, between rooms
f. Performance tuning optimization applications
g. Configuration as relates to clustering, redundancy, failover
h. Application/software installation or configuration
i. Data validations, migration, snapshots, cloning
j. Connecting switches to existing network
k. Changes to existing network
l. Advance application configuration or tuning
m. Advance virtual networking
n. Resource Pool creation
o. Advance HA Configuration
p. Creation of Virtual Templates
q. P2V or V2V Migration
r. Storage array or physical switch cabling or configuration
s. Domain Controllers
t. Modification of a non-Dell rack to accept the server to be installed.
u. Installing cables external to the rack
v. Installation or configuration of any software.
w. Any migration of data or applications.
x. Removal or installation of any product into an unsupported rack.
y. Installing or routing of any Dell Customer-provided cables not related to the server(s).
z. Configuration of any blade input/output (i/O) modules
aa. De-Installation of any peripherals not associated with scope of work outlined in this
document
bb. Data backup or migration
cc. Re-positioning of any equipment/components within the existing rack
dd. Any activities other than those specifically noted in this Service Description.

4. Dell and Customer Responsibilities:

4.1. Dell Responsibilities
a. Dell PM will confirm that all equipment is onsite and ready to be installed.
b. Dell PM will send a dispatch request to Provider engineering team containing the Dell
Customer contact information, address, and phone number.
c. Dell will provide an installation placemat/setup guide inside of each box shipped to the
Dell Customer site.
d. Single point of contact and accountability for successful delivery of the Services
e. Maintain focus on time, cost and scope
f. Coordinate and facilitate kick-off, status, deliverable review and closeout meetings
g. Establish and manage the Services schedule, communications and status reporting
h. Provide up to one status call and brief status report per week
i. Identify, monitor and manage Services risk, issues and escalations
j. Facilitate change management as needed

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k. Confirm the Services delivered are in accordance with the SOW
l. Written notification (including email) to Dell Customer of completion of applicable
milestones and/or delivery of these Services
m. Up to one (1) deliverable review or phase completion call per week
n. Monitor the Services budget and invoices
o. Manage the Dell Customer relationship
p. Track and status progress against milestones (if milestones are noted within SOW)
q. All Project Management activities may be conducted remotely.

4.2. Customer Responsibilities

As between Provider and Dell, Dell will be responsible for all items defined as Customer
responsibilities below. In the event Customer does not meet its responsibilities, Provider will not
be penalized or held liable for the consequences of Customer’s failure.
a. During the term of this SOW, Dell Customer is responsible for promptly notifying Dell in
writing of a) any changes Dell Customer makes to its information technology environment
that may impact Provider’s delivery of the Services; and b) if Dell Customer becomes
aware that any of the Assumptions set forth herein are incorrect.
b. Dell Customer will maintain a backup of all data and programs on affected systems prior
to Provider performing the Services and during the term of the SOW. Provider will have
no liability for loss or recovery of data, programs or loss of use of system(s) arising out of
or in connection with the Services provided under this SOW.
c. Prior to the start of this SOW, Dell Customer will indicate to Dell in writing a person to be
the single point of contact, according to project plan, to ensure that all tasks can be
completed within the specified time period. All Services communications will be addressed
to such point of contact (the “Customer Contact”). Failure to do so might result in an
increase in project hours and/or length in schedule.
d. Dell Customer will provide technical points-of-contact, who have a working knowledge of
the enterprise components to be considered during the Services (“Technical Contacts”).
Provider may request that meetings be scheduled with Technical Contacts.
e. The Dell Customer Contact will have the authority to act for Dell Customer in all aspects
of the Service including bringing issues to the attention of the appropriate persons within
Dell Customer’s organization and resolving conflicting requirements.
f. The Dell Customer Contact will ensure that any communication between Dell Customer
and Dell, including any scope-related questions or requests, are made through the
appropriate Dell PM.
g. The Dell Customer Contact will provide timely access to technical and business points of
contact and required data/information for matters related to the scope of Service.
h. The Dell Customer Contact will ensure attendance by key Customer contacts at Dell
Customer meetings and deliverable presentations.
i. The Dell Customer Contact will obtain and provide project requirements, information, data,
decisions and approvals within one working day of the request, unless both parties agree
to a different response time.
j. Dell Customer may be responsible for developing or providing documentation, materials
and assistance to Dell and agrees to do so in a timely manner. Provider shall not be
responsible for any delays in completing its assigned tasks to the extent that they result
from Dell Customer’s failure to provide such timely documentation, materials and
assistance.
k. The Dell Customer Contact will ensure Provider personnel have reasonable and safe
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access to the Project site, a safe working environment, an adequate office space, and
parking as required.
l. Dell Customer will inform Dell of all access issues and security measures, and provide
access to all necessary hardware and facilities.
m. Dell Customer is responsible for providing all hardware, software, internet access, and
facilities for the successful completion of the Services. Facilities and power must meet
Dell’s requirements for the products and Services purchased

5. Assumptions:
Dell and Provider have made the following specific assumptions related to the Services detailed
in this SOW:
a. Provider agrees not to commence delivery of these Services with the Dell Customer until
such time that the Dell Purchase Order (PO) are fully executed and delivered to the
Provider.
b. Upon completion of fully executed SOW and PO, a Dell PM will contact Provider to begin
Services scheduling. Any additional and/or conflicting terms and conditions stated on the
PO shall be void and have no effect on this SOW.
c. The provision of the Services does not include the development of any intellectual property
created solely and specifically for Dell or the Dell Customer under this SOW.
d. Assumes all products will be on site at the start of service
e. Assumes the equipment will be in the immediate (within 10 meters) area of the install
and the techs will not be moving from a dock location

6. SLO/SLA/KPI or Performance Targets:

For the purposes of performance of the Services, Provider will be required to adhere to the
SLOs/SLAs/KPIs or Performance Targets which is stipulated in this Section. However, if the
scope does not require a SLOs/SLAs/KPIs or Performance Targets, this Section is intentionally
left blank.

7. Acceptance Criteria:
Dell shall either accept or reject Provider’s Deliverables and completion of work within ten (10)
business days from delivery to Dell’s Customer. Services or Work Product will be deemed
acceptable to Dell if it conforms in all material respects with Services described in this
Statement of Work.
a. If Dell gives notice of rejection, then Provider will have an additional ten (10) business
days to re-perform any deficient Service identified in writing by Dell.
b. If Provider fails to cure the deficiency, in addition to all other remedies available to Dell,
Dell will have the option of requiring Provider to refund all amounts, if any, previously
paid by or on behalf of Dell within ten (10) business days of Dell’s request for payment
for the Services that have been identified as deficient.
c. Furthermore, Dell will have no obligation to pay for Provider’s Services or expenses for
the Services if Provider fails to cure the deficiency.

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