Service Description: Application Centric Infrastructure (ACI) Optimization Service

Transcription

1 Page 1 f 9 Service Descriptin: Applicatin Centric Infrastructure (ACI) Optimizatin Service This dcument describes the ACI Optimizatin Services. Related Dcuments: This dcument shuld be read in cnjunctin with the fllwing dcuments als psted at : (1) Glssary f Terms; (2) List f Services Nt Cvered; and (3) Severity and Escalatin Guidelines. All capitalized terms in this descriptin have the meaning described t them in the Glssary f Terms. Direct Sale frm Cisc. If yu have purchased these Services directly frm Cisc, this dcument is incrprated int yur Master Services Agreement (MSA), Advanced Services Agreement (ASA), r equivalent services agreement executed between yu and Cisc. All capitalized terms nt defined in the Supplemental Glssary f Terms fr ACI Optimizatin Services at the end f this dcument have the meaning ascribed in the MSA r equivalent services agreement executed between yu and Cisc. If nt already cvered in yur MSA r equivalent services agreement, this dcument shuld be read in cnjunctin with the Related Dcuments identified abve. In the event f a cnflict between this Service Descriptin and yur MSA r equivalent services agreement, this Service Descriptin shall gvern. Sale via Cisc Authrized Reseller. If yu have purchased these Services thrugh a Cisc Authrized Reseller, this dcument is fr descriptin purpses nly; is nt a cntract between yu and Cisc. The cntract, if any, gverning the prvisin f this Service will be the ne between yu and yur Cisc Authrized Reseller. Yur Cisc Authrized Reseller shuld prvide this dcument t yu, r yu can btain a cpy f this and ther Cisc service descriptins at Cisc shall prvide the ACI Optimizatin Service described belw as selected and detailed n the Purchase Order fr which Cisc has been paid the apprpriate fee. Cisc shall prvide a Qute fr Services ( Qute ), setting ut the extent f the Services and duratin that Cisc shall prvide such Services. Cisc shall receive a Purchase Order that references the Qute agreed between the parties and that, additinally, acknwledges and agrees t the terms cntained therein. ACI Optimizatin Services Services Summary ACI Optimizatin Service includes Applicatin Centric Infrastructure services in the areas f Architecture and Design, Architecture & Plicy Optimizatin, Readiness Planning, Operatinal Supprt, Script develpment, Script Supprt and Training. These services prvide annual, nging supprt fr Custmer s Applicatin Centric Infrastructure addressing the fllwing: Datacenter Fabrics cmprised f: Datacenter Netwrking: DC Nexus Family f ACI Switches (9000 Series) APIC Cluster Published and supprted Ec-System Partner integratins with APIC The level f effrt fr each f the Services described herein will vary depending n Custmer requirements, number f fabrics and what Custmer and Cisc mutually agree upn (quantity f each Service) when Services are purchased as identified in the Qute prvided by Cisc. Services: ACI Architecture Optimizatin On-ging ACI design Strategy ACI leading Practices Audit ACI Hardware and Sftware Strategy ACI Change Management Strategy ACI Operatinal Supprt ACI Operatinal Supprt ACI peratins readiness assessment Operatins Risk Remediatin recmmendatins Cnfiguratin cmpliance review Cnfiguratin implementatin supprt Majr and minr change supprt Mapping f peratinal metrics t business utcmes Onging / incremental prcess develpment Onging Operatins Design Review Custmized Operatins / Mnitring Run Bk ACI Technlgy update ACI Strategy and Analysis Service ACI Readiness Planning Onging ACI Perfrmance Optimizatin API Integratin Optimizatin Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

2 Page 2 f 9 ACI Scripting Supprt ACI Fundamentals Training Cisc Respnsibilities Cisc shall prvide services fr the Custmer s ACI Slutin during Standard Business Hurs (unless stated therwise). Cre Services: ACI Architecture Optimizatin On-ging ACI design strategy The ACI design Strategy service prvides supprt fr design changes and enhancements t an existing ACI fabric t meet new requirements related t scale, additinal integratin requirements, and/r ptimize the current architectures. Cisc will review designs, cnfiguratins, and netwrk parameters t supprt the new requirements Align the designs with applicable ACI leading practice designs and cnfiguratins Cnduct deep dive discussins with Custmer n the changes t supprt the new requirements Recmmendatins may include but nt limited t: Lw-level design changes in the Layer 2 r Layer 3 ACI fabric t supprt the new requirements Summary f all design aspects ruting, security, high availability, L4-7 Services integratin fr standard, published, and supprted device packages. This des nt include hardware r sftware / cnfiguratins supprt f 3 rd party L4-7 service devices Suggested frequency: Once each year ACI Leading Practices Audit Prvide a review f leading practices fr an ACI envirnment. An evlving ACI architecture can help supprt grwth, imprve prductivity, imprve business prcesses, and accelerate change in every aspect f yur business Review current ACI implementatin against a list f lab and prject based leading practice cnfiguratins. Align applicable leading practice architecture, cnfiguratin ptins and settings fr specific Custmer usage Discuss areas fr increasing architectural resiliency, availability, flexibility and agility Reprt n findings Suggested frequency: Once each year ACI Hardware and Sftware Strategy Prvide n-ging Hardware and Sftware recmmendatins based n Sftware risk analysis fr deplyed functinality Risk analysis f future features t be deplyed n the ACI Fabric Additinal features and functinalities that may be required fr deplyment Suggested frequency: up t tw each year ACI Change Management Strategy Prvide supprt fr critical, r majr scheduled changes Cllabrate with Custmer fr risk assessment, and impact analysis f the prpsed changes based n deplyed ACI architecture, designs and applicatin plicies Review the implementatin prcedures Prvide recmmendatins related t the Methd f Prcedure (MP) Suggested frequency: up t tw each year ACI Operatinal Supprt ACI peratins readiness assessment Operatins Wrkshp (n site) Educate custmer n practical applicatin f prcess management arund ACI. Prvide fundatinal guidance that Operatins teams can adpt int their existing mdel. Base Operatins Run Bk Delivery Prvide a Run Bk f cmmnly accepted and repeatable maintenance activities fr NOC peratrs. Operatins Risk Remediatin recmmendatins Assess current ACI design, architecture and cnfiguratin frm an peratinal risk perspective. Prvide recmmendatins n reducing peratinal risk, maintaining availability and integrity f design. Cnfiguratin cmpliance review Clsely aligns t Risk Remediatin Service. Assess the current ACI design, architecture, and cnfiguratin frm a plicy perspective. Prvide recmmendatins n ensuring cmpliance with bth External and Internal plicy. Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

3 Page 3 f 9 Cnfiguratin implementatin supprt Prvide Cnfiguratin Implementatin supprt frm the peratins/prcess perspective. Review and prvide recmmendatins fr cnfiguratin changes that may influence the design f the slutin and the prcesses that supprt it. Majr and minr change supprt Prvide Majr and Minr change supprt frm the peratins/prcess perspective. Review and prvide recmmendatins fr changes that may influence the design f the slutin and the prcesses that supprt it. Mapping f peratinal metrics t business utcmes Align published business utcmes t metrics and recmmend measurement and tling ptins. Onging / incremental prcess develpment Prcesses will be reviewed and recmmendatins prvided fr adjusting t new business bjectives aligned t ACI. Onging Operatins Design Review Prvide nging supprt and guidance thrughut the engagement in peratinal matters related t design. A SME will be available as a trusted advisr t discuss the design fr matters such as peratins, prcess, gvernance Custmized Operatins / Mnitring Run Bk The run bk delivered as part f the initial readiness assessment can be tailred t the needs f the custmer. ACI Technlgy Update Cisc will deliver infrmal ACI training that can include but nt limited t ACI technlgy/ slutin updates, and relevant deplyment use cases. Suggested frequency: Once each year business-impacting scenaris. Using tls and framewrks this service incrprates findings int a custmized master plan Review f the current data center infrastructure and future Netwrk requirements fr deplying ACI architecture that enables a plicy based netwrk services mdel Review f the technlgy architecture layers such as,netwrk, server, L4-7 service devices and applicatin platfrms Analysis f, Cmpute, Strage, Applicatin and shared services inventry, perfrmance data, and perating system data fr migratin t an ACI infrastructure. Present findings and next steps using PwerPint deck Suggested frequency: As needed ACI Readiness Planning This Service prvides insight int the current ACI deplyment t supprt additinal Netwrk Centric migratins t ACI and helps with the migratin planning Cisc will analyze the current ACI deplyment t supprt additinal migratins in Netwrk Centric mde and reprt n readiness f the slutin t implement these changes. This assessment will analyze and reprt n changes required in the fabric infrastructure, Tenant lgical structure,, L4-7 Services, and plicies t supprt the additinal migratins. Analysis is based n parameters and infrmatin prvided by Custmer related t the Applicatin being cnsidered fr migratin t ACI. This includes but nt limited t VLANs being migrated t ACI (fr Netwrk Centric Deplyments), End pint gruping int EPGs, L4-7 service requirements, and Plicy requirements. Applicatin Centric Migratin f Applicatins is excluded frm this ptimizatin service (Applicatin Dependancy mapping is required t cmplete effectivly.) Suggested frequency: as needed ACI Strategy and Analysis Service ACI Strategy and Analysis Service helps existing custmers lking t deply ACI t develp technlgy strategy fr adpting ACI based n their business and technlgy needs. Service perfrms pprtunity analysis fr migratin t an ACI-based infrastructure, and identify and priritize Onging ACI Perfrmance Optimizatin ACI Perfrmance Optimizatin leverages data cllected via APIC t help imprve alignment with plicies and best practices. This helps t priritize resurce utilizatin practively and supprt future grwth requirements. This service cmpnent cmbines Fabric Perfrmance Optimizatin and Health Scre Analysis Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

4 Page 4 f 9 Fabric Perfrmance Optimizatin Review exceptins by analyzing system data, lgs, hardware and sftware resurces cllected via APIC. Decipher fault cdes, relatinship t Managed Objects, triggers, and impact n perfrmance. With a hlistic view f the fabric, develp reprt n the envirnment as evaluated against best practices and expected perfrmance and utilizatin Health Scre Analysis Peridically analyze health scres generated by APIC Analyze issues impacting health scres, decipher fault cdes, relatinship t managed bjects, triggers, and impact n perfrmance. Recmmend changes t behavir f managed bjects t imprve verall system health and /r reslve issues impacting health scres API Integratin Optimizatin Supprt standard published Nrthbund API integratin. The Nrthbund APIs integrate with such devices as Management and Orchestratin tls. Assist in deplyment and prvide supprt Supprt standard published Suthbund API integratin (L4-7 device packages). Assist in deplyment and prvide supprt On-Ging ACI Design Strategy Service is a prerequisite fr this service t review and apprve the Nrthbund r Suthbund Integratin designs Scripting Supprt Scripting Supprt prvides n-ging supprt fr scripts develped by Cisc Supprt prvided fr deplyment and nging fixes Any issues resulting frm custmizatin dne by Custmer t the riginal script will nt be eligible t receive service delivery under this ffer. When ACI Scripts t be supprted are integrated with 3rd Party Vendr devices, sftware, and/ r services, the ability f Cisc t interact with Prduct Supprt teams frm these Third Party Vendr(s) will depend n Custmer s entitlement t supprt frm these Third Party Vendr(s). Script Supprt Services The Applicatin Centric Infrastructure (ACI) Script Supprt Service prvides Custmer with supprt fr scripts develped by Cisc Advanced Services. ACI Day 2 script Supprt Service includes supprt fr the duratin f the service cntract. Services include: Supprt fr deplyment f scripts and nging bugs / enhancements Any issues resulting frm custmizatin dne by Custmer t the riginal script will nt be eligible t receive service delivery under this ffer. When ACI Scripts t be supprted are integrated with 3rd Party Vendr devices, sftware, and/ r services, the ability f Cisc t interact with Prduct Supprt teams frm these Third Party Vendr(s) will depend n Custmer s entitlement t supprt frm these Third Party Vendr(s). Cisc will respnd within twenty fur (24) hurs after Cisc TAC identifies that prblem is related t script develped and put in prductin by Cisc. Prvide supprt via telephne, r electrnic mail, as apprpriate, during Standard Business Hurs. Designate a single pint f cntact fr all Cisc cmmunicatin during the prblem reslutin perid. This persn wuld have access t engineers familiar with the ACI script, wh will prvide supprt and basic prblem reslutin services t Custmer and respnd t Custmer's requests. This persn has the authrity t act n all aspects f the wrk being perfrmed. Upn request frm Custmer, Cisc will access Custmer s system via remte netwrk cnnectin t analyze prblems. This is dne with Custmer s permissin nly, and Cisc persnnel will access nly thse systems authrized by Custmer. Cisc may prvide Custmer with Cisc sftware t assist with prblem diagnsis and/r reslutin. Such Cisc sftware is the prperty f Cisc and will be returned t Cisc prmptly upn request, n later than the terminatin f the abve service. Under this service, Cisc will investigate issues in either prductin r staging envirnment hwever, this service is aimed at supprting tested and deplyed slutins. If the envirnment where the issue ccurs is a develpment/test envirnment, and the issue is deemed by Cisc t be related t newly develped functinality this will be excluded frm the scpe f the service supprt. Cisc will wrk with the Custmer t capture data abut the current envirnment and prblem at hand. Upn identificatin f a prblem related t script and receipt f an errr reprt frm Custmer cntaining a detailed descriptin f the nature f the defect r errr in the script, the cnditins under which it ccurs and ther relevant infrmatin sufficient t enable Cisc t reprduce the errr in rder t verify its existence and diagnse its cause, Cisc will guide the Custmer t a fix in terms f an avidance prcedure, bypass, wrk-arund r patch t crrect r alleviate the cnditin reprted. Cisc will identify if prblem can be fixed by Cisc r prvide Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

5 Page 5 f 9 guidance t Custmer that it requires third party t reslve the issue related t their third party slutin r prvide guidance t Custmer that prblem reslutin requires feature enhancements (may nt be part f the scpe f this service cntract) t reslve the issue. Once the ACI script related prblem is fixed by Cisc, Cisc wuld, perfrm testing against the Custmer prvided Verificatin Test Plan t shw full functinality in accrdance with the Verificatin Test Plan. Extent f testing within the Verificatin Test Plan is decided by Cisc t fcus n prblem at hand and based n Custmer s envirnment. Prvide the results f the testing t the Custmer. If such fix requires any sftware upgrade/updates then Cisc will prvide instructins n hw t retrieve such sftware. Assist the Custmer in cmmunicating the prblem t the third party vendr and facilitating any required fllw-up with the third party when prblem invlves third party sftware as part f Cisc delivered slutin. Recreate the prblem in Cisc s wn lab envirnment t islate the prblem and prvide required fixes t the Custmer fr prblem reslutin when necessary. Prvide regular update t the Custmer nce a week as agreed with the Custmer fr ACI Script prblems encuntered by Custmer using the preferred cmmunicatin methd as agreed with the custmer based n severity f the cases t be discussed and finalized Designate a backup cntact when Cisc cntact is unavailable. This persn has the authrity t act n all aspects f the wrk being perfrmed in absence f the primary cntact. ACI Fundamentals Training ACI Fundamental Training will prvide Custmer with a frmal training sessin with intensive hands n lab exercises. The sessins impart knwledge n ACI cncepts, prgrammability, and cnfiguratin f mst cmmn use cases incrprating the ACI plicy mdel, external cnnectivity, VMM dmain integratin, Layer-4-7 Services, basic trubleshting tls, and migratin best practices via lectures and hands-n lab sessins. Frequency: One training f 5 days duratin fr up t 16 participants at a Cisc ffice premises General Supprt Service, prvided that all fees due and wing t Cisc under this Service Descriptin have been paid. Sftware Tls may r may nt include Hardware r Sftware. Custmer acknwledges and agrees that Cisc shall retain full right, title and interest t the Sftware Tls. In additin t Cisc prvided tls, the Advanced Services Cnsultant may utilize Custmer prvided data, scripts, internal r third party tls t assist in supprt. Setup a jint cllabratin file-sharing lcatin with Custmer t facilitate cllabratin and knwledge exchange related t Service herein. Cisc may use an alias, surveys r interviews t btain Feedback n the Service. Custmer Respnsibilities Ensure that the Cisc Slutin Supprt fr ACI is purchased with the applicable Cisc ACI prducts Designate at least tw (2) but nt mre than six (6) technical representatives in each area cvered under ACI including UCS, Nexus, SAN, L4/7, caching, server, Operatins and autmatin (tls) wh must be Custmer's emplyees in a centralized Netwrk supprt center (Custmer's technical assistance center), t act as the primary technical interface t the Advanced Services Engineer(s) cvering Data Center technlgies. Custmer will designate as cntacts senir engineers with the authrity t make any necessary changes t the data center device cnfiguratin. One individual, wh is a senir member f management r technical staff, will be designated as Custmer s primary pint f cntact t manage the implementatin f services selected under this Service Descriptin (e.g., chair the weekly cnference calls, assist with priritizatin f prjects and activities). Within ne (1) year frm the cmmencement f this Services, Custmer will have at least ne (1) Cisc Certified Internetwrking Expert ("CCIE") trained emplyee r ne (1) emplyee that have achieved, in Cisc's sle determinatin, an equal standard thrugh training and experience as designated cntacts. Custmer's technical assistance center shall maintain centralized netwrk management fr its Netwrk supprted under this Service Descriptin, capable f prviding Level 1 and Level 2 supprt. Prvide reasnable electrnic access (nsite and remte) t Custmer's Netwrk t allw the Advanced Services Engineer t prvide supprt. Establish a Custmer-specific Cisc alias t facilitate cmmunicatin with Cisc engineers such as Advanced Services Engineers, Slutin Engineers and Architects. Prvide certain updates t Sftware Tls that Cisc identifies as apprpriate during the perfrmance f the Utilize cmmunicatin and cllabratin tl(s) prvided by Cisc. If Custmer uses nn-cisc prvided cllabratin tls fr hsting meetings, managing dcumentatin, instant messaging, desktp sharing, and cllabrative spaces, prvide Cisc with access. Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

6 Page 6 f 9 Custmer will prvide names f users wh will have authrizatin t access these tls. Custmer will supprt the implementatin f sftware required t use tls in their envirnment. Data Cllectin Tls. Custmer shall ensure that such Data Cllectin Tls r scripts are under lck and key and with access restricted t thse Custmer emplyee(s) r cntractr(s) wh have a need t access the Data Cllectin Tls and/r a need t knw the cntents f the utput f Data Cllectin Tls. In the event Data Cllectin Tl prvided by Cisc is Sftware, Custmer agrees t make apprpriate cmputers available and dwnlad Sftware as needed. Custmer shall remain respnsible fr any damage t r lss r theft f the Data Cllectin Tls while in Custmer s custdy. Initial Set-up (One Time). If Cisc prvides Data Cllectin Tls r scripts lcated at Custmer's site, an initial set-up is required and the fllwing must be perfrmed: Cmplete the Data Cllectin Tls installatin and system cnfiguratin questinnaire(s) (i.e. IP address, netmask, hstname, etc.) and return t the Advanced Services Engineer Install the Data Cllectin Tls hardware in a secure area with cntrlled physical access Cnnect the Data Cllectin Tls hardware t the Netwrk Secure the Data Cllectin Tls behind Custmer s crprate firewall Prvide access t Data Cllectin Tls fr use by Cisc t install, trublesht, and maintain; fr remte access, SSH, Telnet, and/r dial are ptins, but virtual private netwrk (VPN) access t the Graphical User Interface (GUI) is preferred and recmmended When applicable, prvide Data Cllectin Tls with HTTPS (SSL) access back t Cisc CCO/CCX servers lcated at nettlsuplad.cisc.cm; HTTP/FTP/PFTP may be used but Cisc strngly recmmends HTTPS (SSL) When applicable, prvide Data Cllectin Tls with SSH t the nettls-uplad.cisc.cm server t supprt the transfer f Data Cllectin Tls patches, security patches, and Rules Based Markup Language (RBML) update packages; FTP may be used but Cisc strngly recmmends SSH Prvide Data Cllectin Tls with SNMP and Cmmand Line Interface (CLI) access t all Prduct(s) in the Netwrk (necessary t facilitate cllectin f inventry and cnfiguratin infrmatin) Prvide Data Cllectin Tls with the Netwrk Prduct list in seedfile frmat cntaining SNMP Read Only (RO) cmmunity string and CLI (vty/enable r TACACS user-id / passwrd) fr access t all Prduct(s) in the Netwrk (necessary t create the Data Cllectin Tls seedfile) Prvide Syslg server and uplad infrmatin Data Cllectin Tls Management (Onging). In the event Data Cllectin Tls are installed n Custmer s Netwrk, the fllwing items must be perfrmed n a regular r as needed basis t supprt the peratin f Data Cllectin Tls in the Netwrk: Ntify Cisc abut changes made t the Netwrk such as Prduct(s) added/deleted and changes made t Prduct credentials Fix access prblems (Access Cntrl List s, firewall, etc.) which may peridically ccur between Data Cllectin Tls and the Prduct(s) in the Netwrk When applicable, fix data cmmunicatin prblems that prevent Data Cllectin Tls frm uplading data t Cisc r prevent the remte maintenance f the Data Cllectin Tls Ntify the Advanced Services Engineer when changes are made t Syslg, DNS, prxy and gateway servers IP address(es) Prvide a Netwrk tplgy map, cnfiguratin infrmatin, and infrmatin f new features being implemented as needed. Ntify Advanced Services Engineer f any majr Netwrk changes (e.g., tplgy, cnfiguratin, new Sftware releases.). In the event the Netwrk cmpsitin is altered, after the Services selected under this Service Descriptin have cmmenced, Custmer is respnsible t ntify Cisc in writing within ten days (10) f the change. Cisc may require mdificatins t the fee if the Netwrk cmpsitin has increased beynd the riginal pricing qute fr Services. Create and manage an internal alias fr cmmunicatin with Advanced Services Engineer. Retain verall respnsibility fr any business prcess impact and any prcess change implementatins. Designate a prgram manager t act as the single pint f cntact t which all Cisc cmmunicatins may be addressed, having an apprpriate level f applicatins and Netwrk experience. Such persn shall act as Custmer s hst fr assessment activity t crdinate facility access, cnference rms, phne access and staff scheduling. Ensure key engineering, netwrking and peratinal persnnel are available t participate in interview sessins as required by Cisc in supprt f an assessment. Review assessment reprt and suggestins prvided by Cisc. Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

7 Page 7 f 9 Assessment data cllectin supprt. Custmer agrees t make its prductin, and if applicable, test Netwrk envirnment available fr installatin f Data Cllectin Tls. Custmer shall ensure that Cisc has all relevant Prduct infrmatin needed fr an assessment. Custmer shall advise Cisc immediately f all adds, mves and changes f the Prduct within Custmer s Netwrk. Assemble all necessary Netwrk availability data t enable Cisc t calculate quarterly Netwrk availability. The type f data required t perfrm the calculatins includes the fllwing: Outage Start Time (date/time) Service Restre Time (date/time) Prblem Descriptin Rt Cause Reslutin Number f end users impacted Equipment Mdel Cmpnent/Part Planned maintenance activity/unplanned activity Ttal end user/prts n Netwrk Prvide the lw-level design dcument describing hw Custmer s Netwrk is r is planned t be built and engineered t meet Custmer s specific set f technical requirements and design gals. The lw level design must prvide a sufficient level f detail t be used as input t an implementatin plan. Ensure key detailed design stakehlders and decisinmakers are available t participate during the curse f the service. Prvide r extract additinal infrmatin required in the design effrt (e.g., current and planned traffic characteristics): Any dcumentatin f business requirements and technical requirements fr the new design. Any infrmatin n current and planned traffic characteristics r cnstraints. Dcumented infrmatin n all nn-cisc applicatins integrated with ACI including interface specificatins as required Infrmatin n current releases running in the Netwrk and current cnfiguratin templates. Infrmatin n Custmer business and technical requirements fr new Sftware releases. Infrmatin n planned changes, new technlgy applicatins r majr design changes (shrt term and lng term), and cntact infrmatin and Custmer escalatin prcess. Infrmatin n Custmer certificatin prcess and lab testing prcess. Infrmatin n Custmer change cntrl prcess. Infrmatin n any service level agreements r Netwrk perfrmance requirements. Infrmatin n critical applicatins supprted by the Netwrk. Infrmatin n which applicatins are missin-critical and their pririty schemes. Infrmatin n Custmer s plans fr business cntinuance, cnslidatin, and virtualizatin. Infrmatin n expected Netwrk grwth and applicatin mix changes. Infrmatin n any future advanced technlgy implementatins. Infrmatin n architecture (which may include remte sites and size f remte sites). Infrmatin n Custmer implementatin plans and/r deplyment schedules. Maintenance windw infrmatin and any ther cnstraints. Supprt data cllectin activities as needed t facilitate a specific Cisc analysis. Make remte cnsle access available fr Cisc staff members Prvide an envirnment fr installatin and peratin f cllectin, mnitring and cnversin tls if required Prvide up t fur (4) weeks ntice f start f wrkshp fr data gathering Have available ne Operating System, either: VMware ESX, RedHat Linux, Micrsft Server, SUSE Linux Designate persn(s) frm within its technical supprt rganizatin t serve as a liaisn t the Advanced Services Engineer. Prvide its designated persn(s) with instructins n prcess and prcedure t engage the Advanced Services Engineer. Identify lw risk and high-risk areas f the Netwrk based n their Netwrk traffic. Review details f planned changes with Advanced Services Engineer. Advise Cisc f its standard perating prcedures related t its business practices, its internal peratinal nmenclature and Netwrk t allw Cisc t effectively cmmunicate and discuss changes with Custmer in the cntext f Custmer s business envirnment. Prvide all necessary infrmatin t enable Cisc t summarize the rt causes f issues identified. Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

8 Page 8 f 9 Prvide reasnable electrnic access (remte and lcal) t Custmer's Netwrk t assist Cisc in prviding supprt. Cllabrate with Cisc t determine apprpriate and relevant tpics Prvide a single pint f cntact t be used fr all required cmmunicatin and crdinatin f requested sessins Ensure participatin by Custmer resurces Prvide details in advance abut the backgrund and skill sets f each Remte Knwledge Transfer sessin audience Prvide facilities (such as: a rm with prjectr, whitebard and guest internet access) fr Knwledge Transfer sessins. Custmer is slely respnsible fr the determinatin and successful implementatin f its Netwrk, design, business r ther requirements. This service shall be cmprised f general technical assistance and shall be perfrmed under Custmer s directin and management and such assistance may nt result in sme r all f the tasks being cmpleted. Services are prvided t the Custmer in supprt f initiatives and activities described herein and Cisc shall nt assume any cst r schedule liabilities. Prvide Custmer n-barding infrmatin as fllws: cntact name, title, address, telephne number, address f primary and secndary team leads. Fr Script Supprt: Custmer acknwledges that Cisc Advanced service engineer wuld engage as part f this service nly in the situatin where it is clearly identified by Cisc TAC engineer that prblem is related t script develped by Cisc Advanced Services. It is understd that nce Cisc TAC identifies issue related t custm wrk, Cisc Advanced Service engineer wuld be engaged within apprpriate respnse time t start assessing and understanding the prblem t reslve it. As ACI Script Supprt service is t reslve script issues, it requires investigatin befre assessing any reslutin time. Prvide infrmatin abut current ACI envirnment t Cisc Advanced Service Engineer engaged t reslve the prblem. Ensure key Custmer staff is available fr scheduled infrmatin gathering sessins such as interviews r data capture f the prductin envirnment. Designate a backup cntact when Custmer cntact is unavailable. This persn has the authrity t act n all aspects f the wrk being perfrmed in absence f the primary cntact. Crdinate with custmers internal departments as apprpriate t reslve the prblem. If deplyed slutin includes any third party slutin then Cisc may need access t such third party slutin fr trubleshting and/r testing. If custmer cannt prvide access t such third party slutin then trubleshting and/r testing f such slutin wuld be respnsibilities f custmer. This is a critical step t reslve the prblem. Acquire and maintain technical supprt fr all Cisc and ACI Third Party Vendrs prducts, including applicatin f upgrades. Custmer will be respnsible fr arranging required supprt fr Cisc team frm third party vendr; which may be in frm f knwledge transfer fr system functinality, API/Cmmands/Scripts fr requested supprt. Prvide, at Custmer s expense, reasnable access t Slutin elements thrugh the Internet r via mdem t establish a data cmmunicatin link between Custmer and the Cisc engineer and/r ACI Third Party Vendr supprt persnnel as applicable and systems passwrds s that prblems may be diagnsed and, where pssible, crrected remtely. Prvide any hardware and/r sftware required t perfrm fault islatin. All services will be prvided in the English language unless therwise agreed t by Custmer and Cisc. Custmer will prvide an internal escalatin prcess t facilitate cmmunicatin between management levels in Cisc and Custmer as apprpriate, including persnnel cntact list. Prblem determinatin and reslutin is a jint effrt, cmbining Cisc expertise and expertise f the custmer. Custmer is respnsible fr any Hardware and Sftware required perfrming fault islatin r t recreate the prblem in the Cisc s lab envirnment. It is expected that Custmer has nt made any changes t the ACI script that was designed and develped by Cisc Advanced Services and successfully put in prductin envirnment when they call fr Day 2 script supprt. Otherwise, Custmer shall be respnsible fr extra csts relating t time fr Cisc persnnel t assess and understand the changes in the ACI script in custmer envirnment. Cisc shall nt have any liability fr any csts, which may ccur due t prject delays due t such assessment. Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc

9 Page 9 f 9 Ntify Cisc AS day-2 team abut changes t envirnment than the envirnment the issue was riginally detected in based n instructins prvided by Cisc, as apprved by change cntrl and enabled by the develpment schedule managed by Custmer. Custmer will prvide internal gvernance and escalatin prcesses and relevant cntact infrmatin t facilitate cmmunicatin between management levels in Cisc and Custmer as apprpriate, including persnnel cntact list. It is understd that if Cisc identifies that prblem invlves third party sftware as part f AS delivered slutin then Cisc AS can assist yu in cmmunicating the prblem t the third party vendr and facilitating any required fllw-up with the third party but it wuld be custmer s respnsibility t crdinate such activities between Cisc and 3rd party and Custmer shall have apprpriate relatinship with the 3rd party t get the required supprt. Cisc shall nt have any liability fr any csts, which may ccur due t 3rd party delays t wrk n reslving such issue. Custmer acknwledges that it will be necessary fr Cisc t disclse Custmer infrmatin t ACI Third Party Vendr(s) fr the purpses f case respnse, prduct specific supprt, script trubleshting and prduct issue reslutin and Custmer authrizes such disclsure. is understd that such Validatin Test Plan may nt cver full scale testing fr all feature, functinality and perfrmance f the entire slutin and it wuld be custmer s respnsibility t test it fr apprpriate prductin usage. Assign and schedule resurces t attend the transfer f knwledge sessin. Supplemental Glssary f Terms fr Cisc Slutin Supprt fr ACI Applicatin Centric Infrastructure (ACI) cnsists f, but nt limited t, the Nexus 9000 Leaf and Spine Switches, ACI Applicatin Plicy Infrastructure Cntrller (APIC), ACI Sftware Licenses and interfaces with third-party prducts which address Layer 4-7 services using Cisc ACI APIC related suthbund APIs ACI Third Party Vendr means an independent technlgy supplier whse prducts are used in the Custmer s ACI fr Layer L4-L7 services and/r VMM integratin leveraging Cisc ACI APIC related suthbund and / r Nrthbund APIs. Slutin means Cisc ACI Fabric prducts and ACI Third Party Vendr prducts. Third Party Sftware means sftware develped by ACI Third Party Vendr. This sftware may include bth initial sftware releases and upgrades/updates develped after initial release by the ACI Third Party Vendr. Update t the latest Cisc, and/r latest the applicable ACI Third Party Vendr sftware release, if advised by Cisc r the applicable ACI Third Party Vendr as applicable, t crrect a reprted prblem. Pay t Cisc and/r the applicable ACI Third Party Vendr all engineering time, travel, and ut-f-pcket expenses if Custmer request perfrmance f Services utside the scpe f this dcument. Apprve the Verificatin Test Plan. Wrk with Cisc t test the reslutin against Verificatin Test Plan. It Cntrlled Dc. #EDM Ver: 3.0Last Mdified:10/19/ :57:40 PM ACI_Optimizatin_Services.dc