HPE GreenLake for VMware Cloud Foundation

managed for you

  • 1. OVERVIEW

    HPE GreenLake offers VMware Cloud Foundation™ - HPE VCF co-engineered, managed for you is an on-premises cloud service providing our Customers operational efficiency of the cloud with data sovereignty and more predictable and reliable operations. This solution is delivered as a service enabling rapid innovation that accelerates time to market and on-demand consumption.


    Our technical management and support capabilities give you the confidence to run VCF at scale with less risk.


    Hewlett Packard Enterprise provides you with an integrated VMware Software Defined Datacenter (SDDC) platform built on HPE GreenLake cloud module infrastructure that incorporates compute, storage, and networking, to run applications and workloads on VMware® on-premises.


    HPE GreenLake for VCF delivers an experience where:

    • Customers consume workload domains as a service and HPE manages the VCF software stack and infrastructure operations.
    • Capacity is delivered at Customer site and managed by HPE.
    • Virtual infrastructure (VI) workload domain administration is enabled through the platform for HPE GreenLake and performed using VMware-native tools.
    • Customer/developer self-manages the VI workload domain, virtual machines (VMs), containers, applications, and data.

    HPE GreenLake cloud services include an integrated system that is preconfigured with your choice of standardized compute instances and services for startup, configuration, and ongoing support. In addition, an account team is assigned and acts as the Customer’s advocate and operational and/or technical focal point for support. The Customer is primarily responsible for consuming their workload domains, clusters, VMs or/and containers, applications, and data.


    This Service Description, and the service features defined within, describes the high-level components of HPE GreenLake for VCF -HPE VCF co-engineered-Managed for you. The scope of available service options also listed in this data sheet is tailored to selected requirements, detailed in mutually agreed-upon and implemented Statement of Work (SOW), and not available for purchase separately. Any defined terms used in this data sheet will have the meaning ascribed to them in this document or the HPE aaS Terms.

  • 2. SERVICE BENEFITS

    The service is designed to provide the following benefits:

    • With the platform for HPE GreenLake, Customers can leverage a private cloud with HPE GreenLake for VCF and use a true cloud service to unify and simplify their operations.
    • Frees resources of day-to-day operations with the managed cloud experience for operating VCF on HPE GreenLake.
    • Faster time to value with preconfigured HPE cloud modules with industry-leading HPE systems and deployment services reduce the time to value of the VCF solution.
    • Our everything-as-a-service approach enables Customers — including existing VMware Customers — to dynamically configure and deploy resources to effectively manage VCF workloads.
    • Access to VMware Tools™ through the platform for HPE GreenLake that are access managed allows Customers to optimize security and compliance across operations of different VMware components.

  • 3. SERVICE HIGHLIGHTS

    As your cloud service provider (CSP), HPE provides the following service features:

    • Delivered as a service: Customers get a fully integrated stack that is pre-deployed with VCF and is operated in a shared responsibility model, as described in Table 1, between HPE and the Customer.
    • Native VMware experience: Ability to operate and deploy their workloads on workload domains with VMware cloud foundation tools (for example, SDDC Manager) that can be accessed through the platform for HPE GreenLake
    • Standardized: HPE provides various instance options that the Customers can choose from that are optimized and validated for VCF.

  • 4. SERVICE COMPONENTS

    • Relationship management
    • HPE GreenLake integrated system for VCF, firewall and optional vSAN add on
    • Service implementation
    • System operations and administration

    The service components will be delivered as follows:


    Table 1. Shared responsibility matrix

Solution stack

Deployment and provisioning

Manage and operate

VMs, applications, and data

Customer responsibility:

  • Configuring SDDC network and security
  • Deploying and provisioning VMs
  • Migrating VMs
  • Deploying applications

Customer responsibility:

  • Managing VMs
  • Managing VM and application vulnerabilities and security patches
  • Backup and restore of Customer application, data, and VM configurations

VCF platform, Firewall and optional vSAN add on LCM updates and upgrades

HPE responsibility:

  • Provisioning VCF management domain
  • Day N LCM of VCF platform
  • Deployment of hosts for workload domain

Customer Responsibility:

  • Provisioning of workload domain
  • Provisioning of ESXi clusters in workload domain

HPE responsibility:

  • Availability of domains (management and workload)
  • Availability for all VCF platform tools needed to operate workload domains:
  • VCF Platform LCM updates and upgrades –vSphereEnt+, NSX Ent+, HCX. Aria suite, AON/HCX, FW, vSAN addon, DSM day N LCM.
  • The platform for HPE GreenLake for accessing management tools
  • Backup/restore of HPE managed management domain and VCF platform: SDDC configuration (VMware vCenter Server®, NSX Manager)
  • Cleanup of the host for redeployment
  • Availability of underlying software defined hosts of workload domain

Customer responsibility:

  • De/recommissioning of clusters and hosts in workload domain

HPE standardized compute instances infrastructure:

  • Compute instances
  • Infrastructure modules: Rack and PDUs
  • Network modules: HPE Aruba Networking top of rack (ToR) and out-of-band management (OOBM)

HPE responsibility:

  • Deployment: Factory integration
  • On-site installation

Customer responsibility:

  • Physical hosting

HPE responsibility:

  • Lifecycle management (firmware updates)
  • Capacity management
  • Consumption analytics

Customer responsibility:

  • Hosting and physical security

  • 5. SERVICE FEATURE SPECIFICATIONS

    Relationship management

    The purpose of relationship management is to govern the relationship between Customers and HPE with the aim of helping ensure a smooth and swift collaboration between both parties. The Service Relationship Manager (SRM) is the Customer’s primary point of contact within HPE for the Service and is responsible for coordinating Service delivery, leading a team of other HPE resources to deliver the services as described herein. The SRM will remotely meet with the Customer for the operational reviews of HPE’s delivery of the Service and will provide advice and guidance regarding the routine delivery of the Customer’s critical IT services. The SRM will also lead the change management process, where capacity or other Service scope changes are required.

  • 6. GOVERNANCE

    Integral to making the service experience successful is a well-structured governance process, bringing together planned and unplanned activities and making sure the service is performing as planned.

    Table 3. Governance structure

Team members

Cloud Service Support Plan

This document captures the expected service delivery activities during the term of the contract based on the standard included services and any selected options.

Working with the Customer, HPE will document and maintain standard operating procedures specific to maintaining the System and documenting the service management processes and escalation protocols. The document will be reviewed remotely on a quarterly basis with Customer with any required changes being managed through the change management process.

Cloud Service Operational Review

The Customer and the HPE team review, on a quarterly basis, the services provided over the previous period and discuss trends, upcoming changes, and potential impacts. It provides an open communication forum to help ensure a common understanding of business and IT requirements. During these sessions, the HPE team may share HPE best practices and provide tailored advice.

Reporting

HPE will provide Customers access to tools such as Consumption Analytics, Capacity planning, etc. that allow Customers to generate reports and/or provide HPE generated reports on the following areas. Specific reporting details will be communicated during the Service implementation period:

  • Availability
  • Change Management
  • Customer-reported incidents
  • Capacity

HPE will manage the operations of the Service up to the platform native attributes using standardized management tool and industry best practices. This includes the following:

Event/incident management

HPE will proactively monitor the System to help ensure the System is operating correctly and to resolve any incidents that may arise. Events requiring additional action will be logged as incidents or request for change (RFC) according to their nature. Where there is a potential impact on the Service or where Customer interaction is required, HPE will notify the Customer to agree on steps to resolve the issue. Where Customer interaction is required to resolve an incident, this will encompass communications and dialog with the Customer in a timely manner. The incidents will be managed throughout their lifecycle through to closure. Customers may also raise incidents as required. Regardless of coverage window, incidents can be reported to HPE through telephone, web portal, chat, or forums as locally available, or as an automated equipment reporting event using HPE electronic remote support solution 24x7.

Table 3A. Service levels for remote support and on-site coverage

Service Feature

Coverage window

Enhanced phone response
  • Remote response 24x7; service 24x7 per week including HPE holidays
  • 24x7 on-site coverage
  • On-site response 24x7; service 24x7 per week including HPE holidays

Change management

HPE will implement a change management process relating to changes to be made to the System. The process will coordinate HPE’s activities in relation to the implementation of those changes.

HPE may implement changes periodically as part of standard operations without notice to the Customer for changes that are not expected to have an impact on the Service.

If changes to the System impact the scope of the Service described in this service description, the changes will be subject to the change management process as detailed in the cloud service support plan.

HPE will publish any required changes that need to be made to the System and coordinate with the Customer for an agreed window to implement these changes based on their assigned priority.

Changes fall into two categories:

  1. Service improvement and restoration: Covers required changes to the System to resolve any underlying service issues or to enhance the overall performance of the Service. These changes will be managed based on their prioritization.
  • Normal change: Recommended changes to the System that are not urgent and can be scheduled at an agreed time or within sixty days.
  • Emergency change: Urgent mandatory changes to the System to resolve a critical issue for which the normal change procedure does not meet the requirements. These changes are scheduled as soon as possible in agreement with the Customer or within seven days.
  1. Service expansion/reconfiguration: Covers expansion to the System to add additional capacity or changes to the use of the System such as reconfiguration of the Customer’s workloads. These changes will be managed on a scheduled basis in cooperation with the Customer and are subject to the change management process as agreed upon and detailed in the cloud service support plan.

Service request management

Customers can raise service requests through the self-service portals made available to them as part of the Service. HPE will review and categorize the requests based on the nature and priority of the request and respond accordingly.

HPE may request additional information from the Customer to effectively fulfill a service request.

Customers should not log any Service-impacting incidents or events as service requests. Any Service-impacting incidents or events must be logged using the event/incident management process as described previously.

Release management

HPE will maintain the System on an ongoing basis by updating, upgrading, or patching its various components. It is essential to maintain the System at the recommended levels to maintain the System availability/interoperability and to maintain the SLAs.

HPE will implement updates to the System on a periodic basis.

Customer is responsible to provide a schedule as necessary for implementing updates.

For updates classified by HPE as critical and requiring a scheduled maintenance window, Customer shall provide a schedule within seven days from the day HPE notifies the Customer of the requirement of a maintenance window.

For updates classified by HPE as standard and require a scheduled maintenance window, Customer shall provide a schedule within sixty days from the day HPE notifies the Customer of the requirement of a maintenance window.

Capacity management

HPE will maintain a capacity plan relating to the System, based on Customer analysis of their capacity requirements in relation to the business demand. This will be documented and reviewed during the quarterly Service operational review meetings.

Capacity management consists of two major elements:

  1. Capacity utilization report within HPE GreenLake Central examining usage trends and used as input in the capacity planning process to forecast Service capacity requirements.
  2. Capacity planning—A capacity planning meeting will occur at least quarterly with the Customer and the HPE team, or on an ad-hoc basis, when significant variations are detected by the HPE team. It can occur as well at the Customer’s request. During the capacity planning process, the Customer will provide HPE with an outlook of future consumption needs. In accordance with the agreed change management process, HPE will plan for and install additional capacity in the System.

  • 7. HPE GREENLAKE INTEGRATED SYSTEM

    HPE GreenLake integrated system for VCF is purpose-built for deploying VCF solutions. The solution is modular, flexible, and factory built.


    HPE GreenLake leverages pre-defined, tested, optimized, and validated HPE cloud modules for VMware, delivering fast time to value to our Customers. The solution is designed to deliver reliable, solid performance, and high availability. The solution offers various configurable options in the form of cloud module instances.


    Table 4. Cloud module features

Cloud modules

Specifications



Processing hardware

Compute instances



HPE GreenLake instance options

Table 4A. Instance options




Compute instance code

Storage type

Raw capacity

Memory

CPU

GPU

S3au.N6

NVMe

6.4 TB

192 GB

1 x 32 core

-

S3au.N12

NVMe

12.8TB

192 GB

1 x 32 core


S3au.N12d

NVMe

12.8TB

384GB

1 x 32 core


S3i.N25d

NVMe

25.6 TB

768 GB

2 x 24 Core Gold

-

S3i.N51d

NVMe

51.2 TB

768 GB

2 x 24 Core Gold

-

S3i.N102d

NVMe

102.4 TB

768 GB

2 x 24 Core Gold

-

S3i.N102q

NVMe

102.4 TB

1536GB

2 x 24 Core Gold


S3i.N51vd

NVMe

51.2TB

768 GB

2 x 24 Core Gold Ice Lake

2x NVIDIA® A16

Platform software


HPE metering
  • HPE will provide VCF licenses.
  • VCF allocated memory: The amount of memory allocated by the virtual instances. At the end of every month, the average allocated memory is billed to the Customer based on powered-on VMs.
  • VCF vSAN RAW consumed storage: The amount of total consumed storage capacity used by the virtual instances. At the end of every month, the average consumed storage capacity is billed to the Customer. Changing the VMware recommended FTT factor = 1 and RAID 5 is not supported.



Summary
  • Offered as a multi-rack solution
  • Maximum 14 compute instances and subject to change based on Customers’ power standards



Note: = Includes specific solution element

Table 4B. Default Fail to Tolerate Factor for Compute Instances


Customers are prohibited to alter default HPE validated FTT=1 (Failure to tolerate factor) as shown in the VMware Cloud Foundation Service Description, to avoid performance degradation issues and SLA commitments.

Instance Type

RAM ( GB ) overhead

CPU % overhead

Overhead* for Minimum vSAN cluster = 4 compute instances ( TiB )

Effective workload capacity available per Minimum 4 compute instances ( TiB )

S3au.N6

23

10%

13.43

9.85

S3au.N12

27

10%

25.22

21.35

S3au.N12d

37

10%

25.22

21.35

S3i.N25d

64

10%

47.08

46.05

S3i.N51d

64

10%

92.52

93.74

S3i.N102d

64

10%

179.97

192.56

S3i.N102q

102

10%

179.97

192.56

S3i.N51vd

64

10%

92.52

93.74

Storage overhead is not constant and changes based on the number of compute instances per vSAN cluster. Minimum compute instances per Vsan cluster= 4. Regardless of overhead, total vSAN raw storage gets metered and billed.

  • 8. SERVICE IMPLEMENTATION

    The startup services are described in Table 5.

    Table 5. Implementation features

Feature

Specifications

Deployment Management

HPE will assign a deployment specialist to coordinate the overall implementation of the Service and the handover to the operations phase. System setup begins with pre-integration of the System in the HPE factory. HPE contacts the Customer to gather the information required in the following areas:

onboard the Customer to the platform for HPE GreenLake., preconfigure the System in the HPE factory schedule the delivery of the System at the DC location and agree on the logistics of the on-site installation process.

Working with the Customer, HPE will confirm and detail the specific site requirements, including connectivity and security, to enable a seamless System installation and operation of the Service.

The deployment specialist contacts the Customer to validate site readiness prior to System shipping and coordinates the on-site installation at a mutually agreed upon time.

Installation and startup
  • An HPE field delivery specialist installs, powers on, and connects the pre-integrated and configured solution to the external peripherals network. Validation is performed to verify that there was no damage during shipping and that the solution is properly connected and functioning in the Customer’s environment.
  • Connectivity validation is performed to ensure that the System is remotely reachable for ongoing monitoring and management. HPE remote monitoring, support, and management tools are configured, activated, and tested. Final solution configuration and validation is performed to help ensure the Service is functional and ready for ongoing operations.
  • Customer onboarding HPE onboards the Customer as per the details provided by the Customer. This would provide Customers access to the self-service portals and other programmatic interfaces to interact with and consume the Service. As part of this, Service metering is enabled to regularly meter the consumption of Services.
  • An orientation session, delivered remotely, will be provided on the services, resources that help Customers to consume the Service, and capacity measurement tools to electronically view their usage and understand the processes to contact support. Once the Customer onboarding is complete, the Service is ready for consumption.

Expansion service (optional)

This service is designed to perform the required service planning and physical installation of an additional compute node and required changes to the HPE management tool and switch configurations for a VCF cluster. The services are delivered by both remote and on-site HPE resources as a single event, at one physical site, on a single HPE GreenLake for VCF integrated system rack.

Service benefits:

  • Perform the installation and startup by an HPE technical specialist
  • Availability of an HPE service specialist to answer basic questions during the delivery of this service
  • Delivery of the service at a mutually scheduled time convenient to your organization
  • Verification prior to installation that all service prerequisites are met

Expansion service features and specifications:

Feature

Delivery specification

Service planning
  • An HPE service specialist plans all the necessary activities, including identifying any prerequisites and the delivery schedule of the service at a time mutually agreed upon by HPE and the Customer. It will be during local HPE standard business hours excluding HPE holidays unless otherwise agreed. Any services provided outside of the HPE standard business hours may be subject to additional charges.

Hardware installation
  • HPE professionals install an additional expansion node into the Customer’s existing HPE GreenLake for VCF environment. The server installation includes unpacking the server, inspecting it for damage, and installing it according to the HPE GreenLake for VCF specifications.

Installation verification tests (IVTs)
  • HPE runs the appropriate IVTs required for this service.

Table 5A. Implementation features (continued)

Feature

Specifications

Expansion service eligibility

Customers are eligible for the delivery of this service if they meet the following prerequisites:

  • The HPE GreenLake for VCF Expansion service is only for hardware components that have been officially ordered through HPE GreenLake for VCF cloud module instance for an existing integrated system. The HPE GreenLake for VCF Expansion service is only for hardware components that have been officially ordered through HPE GreenLake for VCF cloud module instance for an existing integrated system.
  • The delivery of this service cannot occur:
    • Without up-to-date and accurate information being provided by the Customer that includes but is not limited to IP addresses and user credentials
    • Without prerequisite tasks being completed by the Customer
    • Until the physical hardware (servers, storage, and networking) has been installed

Expansion service limitations

This service is limited to those tasks listed in Table 5. In addition, the following limitations apply:

  • This service is delivered per instance and can be delivered in a minimum increment of one node.
  • Hardware and software not affiliated with the core VCF cluster and not explicitly referenced within this document will not be included in any aspect of service delivery.
  • Service delivery cannot begin until all hardware has been physically installed into the Customer’s existing HPE GreenLake for VCF rack and all prerequisite tasks have been completed.

Activities such as, but not limited to, the following are excluded from this service:

  • Migration of existing physical or virtual workloads is excluded from this service.
  • Integration with any VMware services not explicitly defined within this document is not included as a component of this service.

HPE can offer the skills and services required to perform additional services such as those defined as out-of-scope services within this document. Contact your HPE account team or service representative for more information.

HPE GreenLake with colocation — Equinix or CyrusOne (optional service)

As an optional service, HPE GreenLake with colocation combines the benefits of a cloud experience while letting Customers keep full control of the IT with the advantages of colocation, which relieves Customers from the capital expenditures and the burden of running a data center on their premises. With HPE GreenLake with colocation, HPE can deliver HPE GreenLake for VMware Cloud™ Services at any of our colocation partner locations under a single agreement. For more information, see the HPE GreenLake with colocation — Equinix and CyrusOne Service Descriptions.

System operations and administration activities

Table 6 outlines in more detail the specific activities to be performed by HPE in managing the VCF solution.


Table 6. System operations and administration activities

Solution component

Administration activities

HPE activities

Customer activities

Compute / ToR networking

Monitor health status and availability

A/R

Check log files on critical events/incidents

A/R

Respond to security events/incidents

A/R

Provide user account management

A/R

Provide maintenance activities (shutdown/reboot)

A/R

Manage compute or network configuration changes

A/R

Add, change, or remove hardware configuration

A/R

Check/advise for new firmware releases

A/R

Implement proactive firmware updates (up to 2x per year)

A/R

Support log collection

A/R

Offer incident management and coordination

A/R

Address performance incidents within the scope of HPE responsibilities

A/R

Perform network device configuration backup (as per Customer design and setup)

A/R

Restore network device configuration from backup

A/R

Monitor running services and changed the state of services

A/R

Check log files on critical events/incidents

A/R

Respond to security events/incidents

A/R

Create volumes, create stretches volumes, protect volumes, expand volumes, delete volumes, replace drives

A/R

Offer incident management and coordination

A/R

Address performance incidents within the scope of HPE responsibilities

A/R

Provide user account management

A/R

Monitor health alerts of VI workload domain VMs

A/R

Monitor CPU, memory, network, disk usage, and performance of VI workload domain VMs

A/R

Monitor the uptime of VI workload domain VMs

A/R

Create and configure a VM

A/R

Reset / pause / shut down VMs

A/R

Move VMs between servers and clusters

A/R

VCF — VI workload

domain

Service reporting

Export, import, and clone a VM

A/R

Join a VM to an Active Directory Domain Services (AD DS) domain

A/R

Configure affinity and anti-affinity rules for VI workload domain VMs

A/R

Configure VM load balancing for VI workload domain VMs

A/R

Configure GPU acceleration for VI workload domain VMs

A/R

Change management report (summary of all changes implemented — monthly)

A/R

Incident report (initial response time and resolution time of incidents closed — monthly)

A/R

Capacity reporting (HPE GreenLake consumption analytics reporting — monthly, available via the platform for HPE GreenLake)

A/R

Availability report (hypervisor reporting — monthly)

A/R

Performance report (hypervisor reporting — monthly)

A/R

Guest operating system

Monitor, operate, and manage guest OS

A/R

Software license agreement

Table 7. Licensing options for VMware Cloud Foundation software

VMware software license agreement

HPE GreenLake for VMware Cloud Foundation includes VMware software components.

Customer’s use of any software included with the Systems is governed by the applicable license terms for such software. Accordingly, Customer’s use of the VMware software included with the Systems is governed by the Broadcom End-User License Agreement (Broadcom EULA”). As part of the installation services provided pursuant to the SOW, HPE will install the VMware software and Customer agrees

to allow HPE to accept the terms of the Broadcom EULA, on behalf of Customer, which may be in electronic format, embedded in the software, or contained within the software documentation. Customer acknowledges the Broadcom EULA governs Customer’s use of the VMware software and Customer is responsible for reviewing such Broadcom EULA, and hereby authorizes HPE to accept the Broadcom EULA on its behalf. The following link to the Broadcom EULA is for the Customer’s reference

https://www.broadcom.com/company/legal/licensing

For VMware software, the Customer will receive the VMware software activation instructions codes from Broadcom directly and Customer is expected to work with HPE to activate the license as part of the installation process and agree to Broadcom EULA.

8.1 Service-level objectives — hardware

The service levels mentioned in this section apply upon completion of final acceptance.


Incidents with covered hardware or software can be reported to HPE through telephone, web portal, chat, or forums as locally available or as an automated equipment reporting event using HPE electronic remote support solution 24x7.


Table 8. Service features

HPE Services

Service feature

Coverage window

Feature description

Enhanced phone response

Remote response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays

15-minute call back for priority 1 incidents, 1 hour for priority 2 and 3; where available direct phone access to product specialists

without the need for a call back (all priorities)

24x7 on-site coverage

On-site response 24x7; service is available 24 hours per day, 7 days per week including HPE holidays

4-hour on-site response* for covered hardware

*On-site response time is only a target and begins when the initial support incident has been received, acknowledged, and confirmed to be a hardware issue by HPE. The on-site response time ends when the HPE authorized representative arrives at your site or when the reported event is closed with the explanation that HPE has determined that no on-site intervention is required.

This includes 24x7 access to online self-serve and self-solve capabilities, 24x7 incident logging; and for supported devices, 24x7 HPE InfoSight analytics and automated incident submission.

Service-level objectives — system operations and administration

The following service-level objectives (SLO) apply upon completion of final acceptance.


Table 8A. SLOs

Event management

Service level

Hours of coverage

24x7

Incident management

Response matrix

Description

Incident response-time* objective

Incident resolution-time** objective

Priority 1

Critical

90% < 15 min

90% < 4 hours

Priority 2

High

90% < 1 hour

90% < 8 hours

Priority 3

Medium

90% < 4 hours

90% < 16 hours

Priority 4

Low

90% < 8 hours

90% < 24 hours

Problem management

SLO

Hours of coverage

Standard workday

Time to initiate problem investigation

5 Standard workdays from problem registration

Change management

SLO

Hours of coverage

Standard business hours

Hours of coverage (emergency change)

24x7

Commence normal change planning

5–7 business days

Commence standard change planning

2 business days

Commence emergency change follow-up and documentation update

Within 24 hours

Service request management

Priority

Service window

Response-time objective

Completion-time objective

Priority 1/2

N/A; priority 1 or 2 situations should be logged using the incident management process

Priority 3

Monday to Friday 08:00–17:00

4 hours

24 hours

Priority 4

Monday to Friday 08:00–17:00

8 hours

48 hours

Release management

SLO

Hours of coverage

Standard workday

Frequency of operating system and system software review

Quarterly or as documented in the account support plan

Event management

Service level

Configuration management

SLO

Hours of coverage

Standard working day

Update CMDB following Configuration Item (CI) change

90% < 1 standard working day

Update documentation

90% < 2 standard working days

Capacity management

SLO

Hours of coverage

Standard working day

Availability management

SLO

Hours of coverage

Standard working day

* Incident response time is a target and is measured as the time elapsed from when an incident is first raised/opened in the respective ticket flow tool to when there is a response/acknowledgement from HPE registered in the same tool. Response time begins when HPE creates a support case in the system of record and actively starts to troubleshoot and remediate an incident.


** Incident resolution time is a target and is measured as the time taken for HPE to resolve an incident. This excludes the SLO exclusions set forth beneath Table 8. Also, this excludes any time attributable to Customer or any third parties with whom HPE engages to work to resolve the incident or time attributed to address any hardware or software-related incidents, regardless of vendor, dependent upon the underlying service agreement and related service level with the vendor. Resolution may depend on and include the implementation of resilience measures or configurations as verified by HPE in the joint verification stage of the implementation project.

  • 9. SLO EXCLUSIONS

    The following are excluded from SLOs:

    • Delays in the Customer approval process
    • Incidents due to Customer’s applications, hardware, software, services, or facilities
    • Incidents due to Customer WAN- / LAN-related issues
    • Force majeure at Customer or HPE site
    • Any act or omission on the part of Customer, its contractors or vendors, or any other entity over which Customer exercises control or has the right to exercise control, including the failure of Customer to perform its obligations or responsibilities
    • Factors outside HPE’s reasonable control
    • Planned outages, scheduled maintenance
    • Interruptions or incidents not reported by Customer or where no ticket was opened
    • Incidents during the pre-handover phase Incidents during any termination assistance services
    • Incidents during the first 30 days from the effective date of the change order for any Systems added to the services pursuant to the change management process

    IT service management

    IT service management (ITSM) refers to the implementation and management of quality IT service, enabled by service management tools and based on ITSM norms and best practices. ITSM is not provided with the managed infrastructure service. For managed platform and managed workload services, HPE provides the following ITSM processes; specific roles and responsibilities are identified in the corresponding tables.


    Event management: HPE provides event management services that receive, respond to, categorize, and log events generated by the Systems. Events requiring additional action are logged as incidents or request for change (RFC) according to their nature. Table 9 shows the specific HPE and Customer activities that will be performed.


    Legend for tables in the document: R = Responsible, A = Accountable, C = Consulted, I = Informed


    Table 9. Event management

Activity

Customer

HPE

Design service monitoring

C

A/R

Monitoring setup

C

A/R

Monitoring and events identification

I

A/R

Alarm identification and management

I

A/R

Incident management: HPE implements an incident management process that responds to and resolves incidents related to the Systems. The process manages an incident throughout its lifecycle through closure by HPE, including incident registration, categorization, prioritization, investigation and diagnosis, incident resolution, and closure. The process encompasses communications and dialogue with the Customer throughout the life of the incident to resolve the incident in an agreed manner. Table 10 shows the specific HPE and Customer activities that will be performed.


Table 10. Incident management

Activity

Customer

HPE

Verify log, categorize, and prioritize incident

R

A/R

Conduct initial diagnosis

I

A/R

Investigate and diagnose incident

I

A/R

Resolve incident and recover service

I

A/R

Close incident

C

A/R

Manage major incidents

C

A/R

Manage security incidents

C

A/R

Problem management: HPE implements a problem management process to address repeated or priority 1 incidents, as identified by HPE encountered within the Systems. The process consists of problem identification, registration, root cause analysis, potential workaround, corrective action, and reporting of problems identified. Table 11 shows the specific HPE and Customer activities that will be performed.


Table 11. Problem management

Activity

Customer

HPE

Identify problem record

R

A/R

Classify and verify the problem

I

A/R

Investigate and diagnose the problem

C

A/R

Resolve problem

I

A/R

Close problem record

C

A/R

Recommendations resulting from problem management activities are logged as requests for change and handled according to the change management process.


Change management: HPE implements a change management process relating to changes to be made to the Systems. The process coordinates HPE activities in relation to the implementation of those changes. The Customer is expected to maintain ownership of change evaluation and authorization including change advisory board (CAB) facilitation. If changes to the Systems impact the scope of the Services described in this data sheet, the changes will be subject to the change management process as detailed in the account support plan.


Table 12 shows the specific HPE and Customer activities that will be performed.


Table 12. Change management

Activity

Customer

HPE

Initiate RFC

R

A/R

RFC assessment / initial authorization

I

A/R

Change planning

I

A/R

Change approval

R

A/R

Change schedule

C/I

A/R

Build/test

I/R

A/R

Implement

I

A/R

Close

I

A/R

Service request management: HPE implements a service request management process to provide for the implementation of standard predefined changes that do not need to follow the full change management process or process common requests that may occur. Table 13 shows the specific HPE and Customer activities that will be performed.


Table 13. Service request management

Activity

Customer

HPE

Initiate service request

R

A

Generic service request definition

C

A/R

Approve request

R

A

Fulfill request

I

A/R

Close service request

I

A/R

Release management: HPE monitors software releases and their applicability to the Systems, contingent upon the agreements in place between Customer and the relevant software vendors and according to the operating system patch analysis and management services as documented in the account support plan.


Release management applies to the following types of software if included in the Systems:

  • Operating system software: Refers to operating system software such as Windows and Linux®
  • System software: Refers to technical software implemented to run and/or support the infrastructure platform. Examples are VMware, monitoring tooling, (storage) system firmware, and so on

Release management services are dependent on all products installed in the Systems being covered within an active maintenance contract that provides access to the system and operating system documentation and updates.


Table 14 shows the specific HPE and Customer activities that will be performed.


Table 14. Release management

Activity

Customer

HPE

Identify release

I

A/R

Validate release

C

A/R

Approve release

R

A

Deployment

I

A/R

Configuration management: HPE creates and maintains a CMDB that will be used to deliver Services and facilitate ITSM activities. The CMDB contains relevant configuration information relating to the Systems. CMDB information will be available to the Customer, and standard reports can be generated for Customer use upon request or as defined during the implementation project; however, the CMDB should not be considered as a replacement for a broader and more comprehensive CMDB encompassing the whole of the Customer’s IT environment. Table 15 shows the specific HPE and Customer activities that will be performed.


Table 15. Configuration management

Activity

Customer

HPE

Scope, criteria, requirements, and updates for CMDB structure design

I

A/R

Upload configuration items in CMDB from HPE

I

A/R

Provide relationship information

C

A/R

Baseline CMDB from HPE

I

A/R

CMDB updates (new records or record updates)

R

A/R

Define audit scope

A/R

C

Perform audit and provide status

C

A/R

Plan improvements

C

A/R

Capacity management: Based on the Customer’s capacity requirements and key performance indicators (KPIs), HPE maintains a capacity plan relating to the Systems established on Customer analysis of their capacity requirements in relation to business demand. Table 16 shows the specific HPE and Customer activities that will be performed.


Table 16. Capacity management

Activity

Customer

HPE

Manage business capacity input

A/R

I

Manage Customer services capacity input

A/R

C

Define the scope

A/R

C

Document, maintain, and communicate the overall capacityplan

A/R

I/C

Document and communicate initial infrastructure (in scope) capacity plan: Utilization and performance measures, thresholds, tools

I/C

A/R

Maintain infrastructure (in scope) capacity plan during operations

I/C

A/R

Recommend configuration updates or related changes intended to help improve utilization and performance

C

A/R

Approve recommendations and trigger respective actions

I/C

A/R

Availability management: Working with Customers, HPE documents and maintains an availability report relating to the Systems, based on Customer analysis of their availability requirements in relation to business demand and expectations. Table 17 shows the specific HPE and Customer activities that will be performed.


Table 17. Availability management

Activity

Customer

HPE

Define infrastructure availability requirements

C

A/R

Hand over infrastructure setup and respective availability plan

I

A/R

Collect component event data

I

A/R

Analyze infrastructure availability

I

A/R

Identify infrastructure availability options and costs

C

A/R

Agree with availability options/costs and next steps

C

A/R

Update infrastructure availability plan

C

A/R

  • 10. SYSTEM OPERATIONS AND ADMINISTRATION

    HPE remotely monitors and manages the Systems, performing certain operational and administrative activities. At a summary level, these activities include the following:

    • Health status and availability monitoring
    • Checking of critical system log files
    • Creation and maintenance of SOPs
    • Performing regularly scheduled maintenance procedures according to agreed SOPs
    • Disk maintenance (cleaning, defragmentation)
    • Availability, capacity, and performance reporting
    • Capacity additions
    • Hypervisor administration
    • Patch and firmware management
    • System/device configuration changes
    • Adding/deleting user accounts

    Operational and administrative activities are designed to be delivered remotely. However, to meet certain Customer operational requirements, some activities may be provided by HPE resources located on-site within the Customer’s premises. Any on-site activities will be identified in the HPE GreenLake SOW.

  • 11. SERVICE PREREQUISITES

    • Customer must maintain active support contracts in place either through HPE or an authorized third party for all hardware, operating system, and software products within the Systems being supported during the agreement/SOW term.
    • All operating systems to be maintained are under manufacturer general availability support.

  • 12. PRIMARY CUSTOMER RESPONSIBILITIES

    General Responsibilities

    • Customer designates a senior-level single point of contact (SPOC) who will be authorized to act as the primary contact in dealing with HPE and other internal stakeholders, including:
      • Assigning the necessary stakeholders during project transition and duration
      • Identifying a focal point to work collaboratively with the HPE account team
      • Provides HPE with a contact list that contains at least one primary and one backup contact who will be the point of contact during all operational support coverage hours (as described in Table 8)
      • Being responsible for all Customer aspects of the services covered by the overall HPE GreenLake SOW
      • Being authorized to make decisions relative to the data sheet / SOW, including identification and assignment of Customer resources
      • Being authorized to approve changes to the overall HPE GreenLake SOW
      • Signing and returning the mutually agreed HPE GreenLake SOW for which this data sheet is appended, along with a purchase order for the Services to HPE
    • Customer provides network details needed to provide factory integration.
    • Customer will provide the current network architecture, standards, and detailed design documentation.
    • Customer gives HPE access to network services such as NTP, DNS, default gateways, routes, and remediation, if needed.
    • Customer will provide Active Directory credentials for commissioning and integration of the solution.
    • Customer must allow HPE, VPN connectivity to their network so that HPE can manage the Customer’s on-premises HPE GreenLake environment.
    • Customer makes any modifications to the existing network that are required and identified during the planning stages of this service, prior to arriving on-site to perform configuration and integration tasks.
    • Customer affiliates (i) are covered by an absolute and unconditional guarantee or (ii) have been separately credit approved by HPE.
    • Customer’s rights and obligations under the services agreement are not assignable without HPE’s consent.
    • Customer services agreement must be implemented by all parties.
    • All HPE integrated systems deployed by HPE are included in the HPE GreenLake agreement. Customers are prohibited from moving or modifying HPE integrated system hardware.
    • Customer ensures that site preparation (for example, power and cooling) has been completed at the location where the hardware will be installed.
    • Customer ensures that the access path between delivery and installation location can accommodate rack height, weight, and clearance requirements for delivery of the racked solution.
    • Customer will be responsible for registering to use an HPE or third-party hosted electronic facility to obtain software product information or to download software patches as may be required for this service.
    • Customer must have rightfully purchased and adhere to the licensing terms and conditions as stated by the original software manufacturer or sales agent.

    Implementation Responsibilities

    During the implementation project, Customer will:

    • Provide HPE with physical access to site locations for initial installation and testing of remote connectivity software and/or hardware
    • Provide all equipment on Customer site relevant to the provision of the Services
    • Be deemed to have accepted the systems upon loading of Customer data or if HPE has not received written notice of problems within five business days after the completion of the implementation project
    • Schedule and receive delivery of all services within 180 days from order acceptance. HPE reserves the right to reprice for services not scheduled and delivered in 180 days

  • 13. DEFINED TERMS

Feature

Managed Infrastructure

Call

A notification from Customer to the HPE service desk regarding an incident relating to the Systems.

Emergency change

Urgent RFCs to the Systems for which the normal change procedure does not meet the requirements. Late submission of a change does not constitute an emergency change.

Event

An occurrence within the Systems and the scope of the Services as observed by HPE, or as a result of a call that has relevance to either the Customer as the user of the Systems or HPE in providing these Services.

General availability

The release of a product that is available to the general public including the availability of associated vendor support products.

Incident

An event within the Systems that results in an unplanned interruption or degradation of the functionality provided by the Systems or that has not yet affected the level of functionality provided by the Systems (for example, failure of one disk from a mirror set).

Incident resolution

Action taken to resolve an incident and restore the affected functionality or to implement a workaround.

Incident resolution time

The time taken for HPE to resolve an incident, excluding the SLO exclusions identified in the “General provisions / other exclusions” section of this document, and any time attributable to Customer or any third parties with whom HPE is required to work with to resolve the incident. Incident resolution time is a target only and may depend on and include the implementation of resilience measures or configurations as verified by HPE in the joint verification phase.

Minor change

Changes that have a low-risk factor (as defined in the change management process) and are unlikely to impact service levels.

Normal change

RFCs that must follow the complete change management process.

Problem

A problem is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents.

Request for change (RFC)

A request specifically and only for a change to the Systems that may lead to a change in the composition or configuration. Five categories of RFCs are distinguished:

Standard change

Normal change

Minor change

Major change

Emergency change

An RFC is requested using the RFC form.

Response

A response is when HPE contacts the incident initiator or actively starts to work on the incident.

Response time

Response time is a target and is measured as the time elapsed from when an incident is first raised to when there is a response.

Service

The HPE GreenLake services, detailed in this agreement, that HPE performs for Customer.

Standard change

Predefined and preapproved RFCs with manageable risk and routine tasks, clearly specified and with standardized implementation.

Standard workday

Standard local business working days and hours, excluding HPE holidays. Specifics are defined during the implementation project.

System

The system refers to the infrastructure components, devices, and software products, which consist of the system provided by the related HPE GreenLake SOW.

Workaround

Reducing or helping eliminate the impact of an incident for which a full resolution is not yet available.

  • 14. APPLICABLE TERMS AND CONDITIONS

Terms

Link

Data Privacy and Security Agreement

https://www.hpe.com/psnow/doc/a50009396enw

Data processing & security measures

https://www.hpe.com/psnow/doc/a50009358enw?jumpid=in_pdfviewer-psnow

Sub-processor list

https://www.hpe.com/psnow/doc/a50000947enw?jumpid=in_pdfviewer-psnow

HPE aaS Terms for Customers (unless otherwise stated in the Change Order Form.)

https://www.hpe.com/psnow/doc/a50009054ENW

© Copyright 2024 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice. Changes will not affect effective agreements referencing this document and will be posted as a new version together with the effective date. Previous versions of this document will remain accessible. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.

Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.

Trademark acknowledgments, if needed. All third-party marks are property of their respective owners.

a50009420enw, V4

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