Statement of Service
Enterprise Services - WATCH
Storage: Block-based, SAN-Attached
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Disclaimer
This documentation might include technical inaccuracies or typographical
errors and is subject to correction and other revision without notice. Arrow
Managed Services GIVES YOU THE CUSTOMER THIS DOCUMENTATION "AS
IS." EXPRESS OR IMPLIED WARRANTIES OF ANY KIND ARE NOT PROVIDED,
INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states
or jurisdictions do not allow disclaimer of express or implied warranties in
certain transactions; therefore, this statement may not apply to you
.
T
ABLE OF
C
ONTENTS
1.0
Introduction ... 5
2.0
Engagement overview & scope ... 5
3.0
Detailed Scope – SAN-attached storage and/or Network-Attached Storage ... 6
3.1
24/7 Monitoring and Alerting ...6
3.2
Remote SOP-based Remediation for the Storage...Error! Bookmark not defined.
3.3
Storage Array Firmware update/upgrade Deployment ...Error! Bookmark not defined.
3.4
Capacity ...Error! Bookmark not defined.
4.0
Vendor Coordination for trouble tickets ...Error! Bookmark not defined.
5.0
Service delivery Management ... 7
5.1
Engagement Process Overview ...7
5.2
Service Level Agreement ...7
5.3
Service Reviews ...Error! Bookmark not defined.
5.4
Customer Visibility & Auditability ...Error! Bookmark not defined.
5.4.1 Auditability ... Error! Bookmark not defined. 5.4.2 Infrastructure Visibility portal ... Error! Bookmark not defined. 5.4.3 Executive dashboard... Error! Bookmark not defined.5.5
Metrics based reporting and analysis ...Error! Bookmark not defined.
5.5.1 Monthly Reporting ... Error! Bookmark not defined.5.6
Extending operation support for new Services/infrastructure ...8
5.7
Support Window ...8
5.8
Escalation Matrix ...9
Appendix C – AG Deployment Architecture ... 19
Appendix D – Equipment List ... 20
1.0
I
NTRODUCTION
This document specifies the scope and schedule of the services delivered to the end customer by Arrow Managed Services detailing WATCH Services package for the management of SAN-attached storage and/or Network-Attached Storage
As a requirement to start services, this document must be signed off by Customer and Arrow Managed Services, as an agreement for the scope and deliverables of the services under the WATCH package.
2.0
E
NGAGEMENT OVERVIEW
&
SCOPE
This statement of Service (SOS) describes the “engagement model and scope of service” for Arrow Managed Services to support monitoring and management of SAN-attached storage and/or Network-Attached Storage
The overall objective of this engagement is to provide support to customer, using Service Level Agreement (SLA) delivery model under Arrow Managed Services’ WATCH package.
To help support the key objectives mentioned above, Arrow Managed Services will provide the following:
All alerts will go to Arrow Managed Services Service Desk which will be monitoring, alerting, ticketing and escalating the tickets.
Incoming alerts will be initially diagnosed to identify false alerts or alerts where no
action is required
3.0
D
ETAILED
S
COPE
–
SAN-
ATTACHED STORAGE AND
/
OR
N
ETWORK
-A
TTACHED
S
TORAGE
3.1 24/7
M
ONITORING AND
A
LERTING
Tasks include: Arrow Managed Services will monitor the Storage arrays 24/7 and alert the customer
contact based on the priority of the alert and Server. At the same time, the Arrow Managed Services storage team will troubleshoot and fix the reported issue remotely.
Arrow Managed Services’ Arrow Gateway (AG) appliance monitors the storage arrays utilizing standard SNMP data collection, SNMP Trap receiver, and Syslog monitoring. The AG appliance also enables Arrow Managed Services staff secures remote access to the monitored Storage Arrays to perform standard operating procedures (SOPs) or advanced trouble-shooting services.
Note#1: All Monitoring templates applied to the storage arrays are customized by Arrow Managed
Services and any monitors found outside the existing templates will be researched by Arrow Managed Services and applied to all the clients’ Storage arrays as appropriate.
Note#2: All WATCH services are predicated on customer having the appropriate storage
management application from the vendor of the storage array (e.g. Navisphere from EMC; OnTAP from NetApp) in order to facilitate monitoring and management services for the support storage array. Storage management application must be a supported release by the storage array vendor and must have a active support agreement as well.
Following Monitors will be enabled on all the SAN-attached storage and/or Network-Attached Storage arrays:
Storage controller processors
Storage controller cache memory
Storage controller & disk drive cabinet power supply & fans
Storage ports (storage controller / disk drive cabinets)
Disk drives
RAID Groups
LUNs
Capacity (SAN- must have MANAGE for Server; NAS- Query NAS device)
Following Monitoring Tasks will be performed
Verifying event logs and take appropriate action
4.0
S
ERVICE DELIVERY
M
ANAGEMENT
Arrow Managed Services will create two important documents which will define the service delivery details. These documents are being created by Arrow Managed Services and will be provided to Customer for review and approval.
1. Service Delivery Document: This support process document is intended to identify the guidelines for providing support and services and for determining priority, issue resolution and the communication of updates to Customer’s team. This document will be kept current (based on the changes in support requirements) and will be an extension to this SOW.
2. Discovery Document & Service Delivery Manual: This is document details the business services and contains important sections which are required for Arrow Managed Services to adequately manage the service. Customer will play a key role in providing the necessary information for Arrow Managed Services to complete the documents.
4.1 E
NGAGEMENT
P
ROCESS
O
VERVIEW
Arrow Managed Services will provide efficient support to Customer by leveraging our SLA driven delivery model. The monitoring facility will be installed on all the Servers under support, in consultation with the customer, and all alerts will be monitored. All alerts which qualify as per defined parameters will be ticketed and escalated to customer/VAR. Each ticket will be prioritized based on a mutually pre-established set of guidelines and the classification of each device and service (as defined in Service delivery document).
Service delivery document details the process flow for this engagement and will be updated to highlight the current support process. All enhancement / change requests are also given a ticket number.
4.2 S
ERVICE
L
EVEL
A
GREEMENT
Arrow Managed Services will perform these activities in SLA based service delivery model. However, because there is no lockdown on the environment, important operational requirements such as availability, capacity, and outages will be a joint responsibility of Arrow Managed Services and its customer. Further any device addition/deletion, changes must follow effective change management.
Following table describes the various priority levels associated with incidents. The sources of alerts are either from monitoring system or from user requests via ticketi ng system, phone or emails.
The RCA for P1 is part of normal ticket updates but in P0 we would provide a separate and detailed report. SLAs are not applicable on unsupported devices
SLAs are not applicable when change management is not followed
Support benchmark is 100% for given quarter
SLA is applicable if effective Change Management is followed both for changes made by Arrow Managed Services and the customer. Resolution time mandates one or more of the following activities are complete:
Temporary work around/fix to restore the business service
Permanent fix (may be a result of root cause analysis of an issue)
Issue escalated to vendor
Action plan is created to address the trouble ticket
4.3 E
XTENDING OPERATION SUPPORT FOR NEW
S
ERVICES
/
INFRASTRUCTURE
Arrow Managed Services will perform a “service/infrastructure intake process” to do knowledge transfer and transition/transfer of information to perform steady state operations. “service/infrastructure intake process” will be performed by L2 team as on-demand activity and would usually need 2-6 weeks of Transition/TOI before supporting it with SLAs. Arrow Managed Services will evaluate every business service and update on the plan for operation readiness and intake. Arrow Managed Services will present a program change request on this SOW to customer accommodating the additions in devices/services.
4.4 S
UPPORT
W
INDOW
Below are the terminologies used by the NOC for the service time frames:-
Definition Days Service Timings Mode of Delivery
Business Hours Monday to Friday 8:00 am to 6:00 pm Remote Off Business Hours Monday to Friday 6:00 pm to 8:00 am Remote
Weekend Hours Saturday & Sunday 6:00 pm Friday to 8:00
am Monday Remote
Note: All hours mentioned are client local hours.
4.5 E
SCALATION
M
ATRIX
Following is the escalation matrix available for customers to escalate any incidents relating to services.
Following is the Arrow Managed Services Contact List dedicated for the Customer Service Delivery
Title Name Email Phone Number
Service Delivery Manager Account Manager
Role Skills Major Activities
Account Manager Management Skills Strategic interfacing with customer
Service Delivery Manager
Delivery Management Skills
Statement of Work Compliance Overall delivery quality
SLA adherence
Transposing best practices across sites Availability management
Capacity Management
Service Delivery review & reporting Bridging the customer and delivery team SOP co-ordination, reviews and approvals SPOC for the customer on Delivery issues
5.0
O
N
-
BOARDING REQUIREMENTS
Tasks include
Arrow Managed Services can assist the customer in the above tasks by conducting a discovery and assessment engagement prior to on-boarding.
Arrow Managed Services will integrate into customer current outsourced helpdesk provider for SR fulfillment and tracking
6.0
O
UT OF SCOPE
Any items not explicitly covered within this document are considered out-of-scope. Upon
request, out-of-scope activities will be scoped by Arrow Managed Services and presented to the
customer for approval.
D
ISCLAIMERS
DISCLAIMER OF WARRANTIES, LIMITATION OF LIABILITY AND LIMITATION OF ACTIONS
ARROW MANAGED SERVICES MAKES NO WARRANTIES, EXPRESS OR IMPLIED, FOR ITS SERVICES
OR ANY RELATED DELIVERABLES, ALL OF WHICH WILL BE PROVIDED AS-IS, WITH ALL FAULTS.
ARROW MANAGED SERVICES SPECIFICALLY DISCLAIMS (A) THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, (B) ANY WARRANTY THAT IT’S
SERVICES OR ANY RELATED DELIVERABLES WILL BE ERROR-FREE OR WILL OPERATE WITHOUT
INTERRUPTION AND (C) ANY WARRANTY THAT ITS SERVICES OR ANY RELATED DELIVERABLES
WILL RESULT IN ANY ECONOMIC ADVANTAGE, INCREASE IN PROFITS OR REDUCTION IN COSTS.
ARROW MANAGED SERVICES WILL NOT BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY
OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF
ANY DATA, PROGRAMS, WARRANTIES, ANTICIPATED PROFITS OR OTHER BENEFITS) THAT
RESULT FROM USE OF, RELIANCE UPON OR INABILITY TO USE ITS SERVICES OR ANY RELATED
DELIVERABLES, REGARDLESS OF (1) WHETHER OR NOT ARROW MANAGED SERVICES HAS BEEN
INFORMED OF THE POSSIBILITY OF SUCH DAMAGES AND (2) WHETHER SUCH DAMAGES ARE
BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR ANY OTHER
THEORY OR FORM OF ACTION.
If for any reason, by operation of law or otherwise, any of the foregoing disclaimer of
warranties and limitation of liability is ineffective, the parties hereby expressly agree that IN NO
EVENT SHALL ARROW MANAGED SERVICES ’S CUMULATIVE LIABILITY TO CUSTOMER IN
RELATION TO THIS AGREEMENT AND THE TRANSACTIONS CONTEMPLATED HEREBY EXCEED A
SUM EQUAL TO THE TOTAL COMPENSATION ACTUALLY PAID TO ARROW MANAGED SERVICES
UNDER THIS AGREEMENT.
Neither party shall have the right to institute any action nor does proceeding arising out of any
of the transactions contemplated by this Agreement, regardless of the form of such action or
proceeding, later than one year after such transaction occur.
Customer ARROW MANAGED S ERVICES INC.
_____________________________
_________________________________
Signature
Signature
______________________________
___________________________________
_____________________________
__________________________________
Title
Title
_____________________________
____________________________________
Date
Date
A
PPENDIX
A
-
SLA
Following section describes the various priority levels associated with incidents. The source of alerts is either from Monitoring system or from User requests via our ticketing systems phone or emails.
Priority 0 (Critical)
Description: This is an EMERGENCY situation that significantly restricts the use of an Application or
System to perform any critical business function. This could mean that several areas of customer IT infrastructure are impacted. The ticket could originate from multiple sources: customer, end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. Some examples of critical issues are listed in the bullets below.
Target for Response: There will be first response within 15 minutes of receiving notification. A status
update will be given within 60 minutes of the initial call.
Target for Resolution: Within 4 hours, but the solution may require a temporary workaround until the
final solution can be investigated and implemented. In these cases, the ticket will be closed after a workaround is implemented and the service is restored. A new ticket will be opened with a lower priority to evaluate alternative solutions.
Procedure: After a critical issue is reported to the incident manager in Arrow Managed Services (ICM)
the process is:
The ICM will report the issue immediately to all key customer personnel (key customer personnel shown in section on Business Contacts).
The ICM will communicate regular status updates to the appropriate customer personnel.
If it is appropriate, the ICM will call an emergency coordination meeting with all the issue owners to discuss an action plan for resolution including possible recovery efforts.
Incident report will be sent to the customer within 8 Hrs of resolution/workaround which details the steps taken to resolve the Incident.
A Root Cause Analysis (RCA) report will be provided within 1 week of resolution to the customer.
Examples of Critical Issues
Several users or groups have Hardware, Server, Business application, or Network related issue which has a direct impact on CUSTOMER revenue.
A comprehensive list will be prepared based on feedback from CUSTOMER & mutual agreement will be made on the expectations.
Examples of some critical issues: o Critical Device Failures o Switching Issues o Routing Issues
Description: Any important functionality of a critical application or network i nfrastructure device is
severely impacted. It is deemed high priority (P1) because of its business or financial impact. The ticket could originate from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. Substantially degraded performance of any critical system (order/invoice channel) is also categorized as Priority 1. The only difference between a P0 and P1 issue is how widespread the issue is i.e. business impact. A P0 may impact the entire department or company where as P1 impacts one/few users. A P1 may impact the entire order/invoice channel where there is a possibility of reverting to a manual or back-up order process.
Target for Response: There will be first response within 30 min of receiving notification or leaving a
voicemail if a representative is not available immediately. Status update for every 8 Hrs will be given until the problem gets resolved OR a workaround been provided.
Target for Resolution: Within 24 hours, but the solution may require a temporary workaround instead
of the final resolution. In these cases, the ticket will be closed after workaround is implemented. A new ticket will be opened with a lower priority to evaluate all possible solutions. If a resolution requires vendor management, the ticket will be escalated to Customer and Arrow Managed Services will provide the back end support required to close the ticket. ---This is just the SLA measurement part where third party vendors are involved and Arrow Managed Services will have less hold on it. However the team will continue to co-ordinate with vendor for first one hour and from second hour an approval would be obtained from customer as it involves additional charges.
Examples of High Priority Issues
Intranet website is down. Mail is down.
External user is not able to login or see network
Non-mission critical server / Non-core network element is down
Application cannot connect per the Application team’s request
A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation
Priority Level 2 (Medium)
Description: The reported issue may restrict the use of one or more features of the system, but the
business or financial impact is not severe. The ticket could have originated from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. The reported issue may be of critical nature but sometimes the issue can be downgraded to a priority 3 because a viable workaround is discovered as a temporary solution.
Target for response: within one hour, every 12 hours status update will be provided Target for resolution: within 48 Hrs
Examples of medium priority issues Termination requests
Non business critical application access
An outside salesperson has a network issue and/or VPN related issue.
A comprehensive list will be prepared based on the feedback from CUSTOMER and mutual agreement will be made on the expectation
Priority Level 3 (Low)
Description: The reported anomaly in the system does not substantially restrict the use of one or more
features of the product to perform necessary business functions. The ticket could have originated from multiple sources: customer end-user, customer IT staff, Arrow Managed Services staff, or an automatic notification from a server, network device or an application. This is a minor problem and will not significantly impact operations. This also arises out of any install/move/add/change (IMAC) activities discussed with customer.
Target for Response: Within 2 Hrs
Target for Resolution: 5 days (or mutually Agreed) Examples of Minor Issues
Low impact changes in IT processes that are of a non-critical nature
A
PPENDIX
B
–
R
OLES AND
R
ESPONSIBILITIES
Activity
Customer
Arrow
Managed
Services
Enable SNMP and setup community string
Account Access Details for all Servers/network devices
Remote privileges to connect to servers
Open required ports on the firewall
Install Onsite Manager and AG
Available servers & network architecture and how different services are deployed
Vendor and their contact details with escalation matrix
Authorization for interacting with vendors on behalf of customer
eBinder Signoff