4.1 Governance

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

Table 4. Governance structure

• HPE will provide metering tools to measure the Systems’ usage for the purpose of billing.
• HPE’s metering tools collect the data needed to determine usage.
• All metering happens inside customer’s data center firewall, and an encrypted communication (email or API) with usage data sent daily to HPE.
• Metering of the Systems will begin on the date of completion of HPE’s installation of the metering tools.
• HPE will be responsible for ongoing administration, upgrades, and maintenance of the metering tools. This will include identification and installation of metering tool patches.
• Each calendar quarter, with 3 business days advance notice, HPE may inspect, audit, and test the metering scripts, all usage data, and Systems for the purpose of validating proper usage data.
• Inspections may be immediate in the event of an apparent metering script failure, any discrepancy in usage data, or any suspected manipulation.

• 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 during the SOW term.
• All operating systems to be maintained are under manufacturer general availability support.

In accordance with Section 5.7 of the GreenLake Terms, the following are responsibilities of the Customer in relation to this Service.

General responsibilities:

• Designate 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
  • Responsibility for all customer aspects of the Services covered by the overall HPE GreenLake SOW
  • Authorized to make decisions relative to the Service Description / SOW, including identification and assignment of customer resources
  • Authorized to approve changes to the overall HPE GreenLake SOW
  • Sign and return the mutually agreed HPE GreenLake SOW for which this Service Description is appended, along with a purchase order for the Services to HPE
• Provide HPE with a contact list that contains at least one primary and one backup contact who will be customer’s point of contact during all operational support coverage hours as described in the Service Levels section of this Service Description.
• Provide network details needed to provide factory integration.
• Provide the current network architecture, standards, and detailed design documentation.
• Provide network connectivity/ports to connect the System switches and servers to their core network
• Give HPE access to network services such as NTP, DNS, default gateways, routes, and remediation, if needed , unless a different technical solution is agreed between the parties.
• Provide Active Directory credentials for commissioning and integration of the solution, unless a different technical solution is agreed between the parties.
• Maintain a separate backup system.
• Execute the backup and restore of persistent virtual desktop images as well as the virtual machines running on the management node, following the customer’s backup procedures.
• Execute the backup and restore of configurations of the HW and SW components.
• Be responsible for the security of their proprietary and confidential information, as well as properly sanitizing or removing data from products that may be replaced and returned to HPE as part of the repair process to ensure the safeguarding of customer data. For more information on customer responsibilities, including those outlined in HPE Media Sanitization Policy and Media Handling Policy for Healthcare customers, go to hpe.com/mediahandling.
• Allow HPE the VPN connectivity to customer’s network so that HPE can manage the customer’s on-premises HPE GreenLake environment.
• Acknowledge that data collected by the diagnostic and metering tools will be sent daily via SMTP encrypted file attachments of usage data. Customer must notify HPE if a change is made to the email relay, network, or proxy to eliminate any interruption of usage data collection.
• Make 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.
• All HPE Integrated Systems deployed by HPE in a HPE GreenLake Flex Solution built for VDI cluster are included in the HPE GreenLake agreement. Customers are prohibited from moving or modifying HPE Integrated System hardware once deployed to a cluster.
• Provide rack space, power, and cooling to host the HPE GreenLake Flex Solution built for VDI System.
• Ensure that site preparation (for example, power and cooling) has been completed at the location where the hardware will be installed.
• Ensure that the access path can accommodate rack height and clearance requirements for delivery of the racked solution.
• Be responsible for client OS image and application management.
• Procure, administer and manage End User devices.
• Procure the 3^rd Party SW licenses and support directly from the ISV or through channel partners, if such SW licenses are not provided by HPE as part of the SOW (BYOL).
• Provide Microsoft SQL or PostgreSQL (as per HPE recommendation) licenses and support.
• For all licenses procured by the customer, ensure that licenses and support contracts will be valid and in operation for the entire Term of the HPE GreenLake SOW.
• Provide to HPE engineers the credentials needed to access to the 3^rd Parties’ SW support portals and act on customer’s behalf to log tickets or download SW.
• Provide a pre-installed rack if the customer opts for using its own rack and communicate all the related specifications upon request of HPE engineers.

Start-up service-related responsibilities:

During the start-up service, 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 for the provision of the System.
• Be deemed to have accepted the systems upon completion of the start-up service , or if HPE has not received written notice of problems within 5 business days after the completion of the start-up service.
• Schedule and receive delivery of these services within 180 days from order acceptance. HPE reserves the right to reprice for services not scheduled & delivered in 180 days.
• Successfully complete requirements and remediation work outlined by HPE before start-up service begins.
• Ensure that client devices and network infrastructure meet the requirements for VDI deployment as communicated by HPE during service planning process.
• Own the appropriate licenses, including Windows Client Licenses, for virtual desktops.
• Provide remote access capabilities to HPE.
• Provide a suitable work area for delivery of the service, including access to an outside telephone line, power, and any network connections required.
• Allow Hewlett Packard Enterprise full and unrestricted access to all locations where the service is to be performed.
• Ensure the project team of the Customer is mobilized and participates in the kick-off meeting .
• Provide all required information for preparing detailed design document for the HPE GreenLake Flex Solution built for VDI System.
• Provide the existing Windows desktop build.
• Provide all licenses required to run a virtual desktop client including Windows 10 Operating System licenses.
• Provide a hardened server OS image template to be used for deployment of the VDI management infrastructure.
• Provide access to relevant systems and associated accounts/personnel to HPE as required to complete the services outlined previously.
• Ensure all Windows Servers that are part of the solution have standard antivirus, patching, and update, and administration toolsets.
• Provide a network that allow VDI traffic and define specific vlans.
• Enable the needed integrations with Active Directory. VDI infrastructure requires integration into Active Directory (AD). A special OU for the VDI desktops is required. An AD Group for VDI users must be created. Management servers must join Active directory.
• Provide network connectivity from the endpoint to the GreenLake for VDI platform.
• Provide end user helpdesk / support.
• Deploy Citrix Workspace application on client devices.
• Onboard VDI users in Active Directory (assign users to VDI OU)

Other responsibilities

• 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.

• The HPE GreenLake Flex Solution built for VDI Services are limited to the Systems as provided under the HPE GreenLake SOW to which this Service Description is incorporated.
• This Service applies to new implementations of the HPE GreenLake Flex Solution built for VDI only and does not address modification of any configurations of any equipment that is not part of the HPE GreenLake Flex Solution built for VDI.
• The Services (or portions thereof) will be provided from locations determined by HPE, which may be outside the country of purchase.
• Services are either performed remotely or at the customer’s site, based on Service defined in this Service Description and or the SOW.
• The HPE GreenLake Flex Solution built for VDI is governed by HPE standard terms for professional services as part of these Services.
• This Service does not include re-racking or reconfiguration of any work performed prior to shipment, and does not include planning, design, reconfiguration, implementation, or assessment of the Customer’s existing LAN, WAN, or SAN environment (however, these are available from HPE as separate services.).
• HPE will notify customer of any location change, if applicable, during the term of the SOW. In addition to the metering tools, HPE will install certain hardware and software tools to deliver remote monitoring services. Such tools are owned by HPE, and delivery of these Services is contingent upon installation of them for use by HPE. Customer may not use, transfer, assign, pledge, or in any way encumber or convey the tools. HPE will remove the tools upon termination or expiration of the SOW.
• All deliverables are accepted upon delivery unless otherwise specified within the SOW.
• Service is provided in English language.
• HPE ability to deliver this Service is dependent upon the customer’s full and timely cooperation with HPE and authorized partners, as well as the accuracy and completeness of any information and data customer provides to HPE.
• HPE and authorized partners assume that all information provided by the customer is accurate and will collaborate with the customer to determine acceptable estimates for any information that is not available.
• Equipment will be specifically identified in the Technical configuration / Bill of Materials (BOM) of the SOW this Service Description is applied to.
• HPE owned equipment will reside at a customer-controlled facility or a facility controlled by HPE. If not, waiver and consent to be obtained from third party.
• Should the customer notify HPE of intention to terminate more than 90 days in advance of the end of the term, customer will owe HPE all monthly payments plus any other applicable fee charges through the end of the system term or until system equipment is returned, whichever is greater.
• Service does not include integration of the tools with any customer systems, for example, ticket transfer. This functionality is available to be scoped as a separate project.
• HPE is not responsible for any service activities relating to customer applications and workloads.
• Incidents requiring the use of product support contracts (from HPE or other vendors) are subject to the service levels associated with those support contracts.
• At HPE discretion, based on the hardware type or the complexity of the configuration a Site Environmental Requirements document that focuses on power, cooling, space requirements, and network connections may be sent to the Customer for use in verifying that all requirements are met prior to delivery of the solution. If required, an HPE field delivery specialist will then work with the Customer to verify that all environmental requirements have been met.

Any changes to the HPE GreenLake Flex Solution built for VDI System during the System Term must go through the contract change management process documented in the Account Support Planning (ASP) document. Customer agrees to consult with their HPE service relationship manager to request such changes through the contract change management process.

Customer acknowledges and agrees that the Installed Capacity of the System can only be expanded by adding servers to the System, with such change subject to the contract change management process. Migrations among user types may also require changes to the HW and SW architecture.