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Service Description: Data Center Optimization Services
This document describes the Data Center Optimization
Services.
Data Center Optimization Services
Related Documents: This document should be read in
conjunction with the following documents also posted at
www.cisco.com/go/servicedescriptions/ : (1) Glossary of Services Summary
Terms; (2) List of Services Not Covered; and (3) Severity and
Escalation Guidelines. All capitalized terms in this description Data Center Optimization Service includes service areas of
have the meaning ascribed to them in the Glossary of Terms. Data Center Architecture and Virtualization, Cloud, Data
Virtualization (DV), Desktop Virtualization, Data Center Unified
Direct Sale from Cisco. If you have purchased these Services Computing Data Center Unified Networking Services, Data
directly from Cisco, this document is incorporated into your Center Unified Fabric, and Data Center Storage, OpenStack,
Master Services Agreement (MSA), Advanced Services Application Centric Infrastructure (ACI) and Cloud Onboarding.
Agreement (ASA), or equivalent services agreement executed Data Center Optimization Services provide annual, ongoing
between you and Cisco. All capitalized terms not defined in the support for Customer data center architecture and
Supplemental Glossary of Terms for Data Center Optimization virtualization, Unified Computing, application network solutions,
Services at the end of this document have the meaning Storage Area Networking (SAN), and Data Center (“DC”)
ascribed in the MSA or equivalent services agreement switching, addressing the following:
executed between you and Cisco. If not already covered in
your MSA or equivalent services agreement, this document • DC Layer 4 – Layer 7 (L4/7): all Cisco Content devices:
should be read in conjunction with the Related Documents (CSS, GSS, CSM, SSLM, FWSM, ACE, AXG etc.)
identified above. In the event of a conflict between this Service • DC Caching devices: all Content Distribution modules (eg.
Description and your MSA or equivalent services agreement, ACNS, eCDS), all Wide Area File Services and Devices
this Service Description shall govern. (eg. WAE, MDE, vWAAS, ISR, WAVE, etc.)
• DC Server Networking: Unified Computing Systems, UCS
Sale via Cisco Authorized Reseller. If you have purchased Director and Server Virtualization
these Services through a Cisco Authorized Reseller, this • DC Nexus Family of Switches (7000, 5000, 3000, 2000,
document is for description purposes only; is not a contract 1000v)
between you and Cisco. The contract, if any, governing the • DC Storage Area Network: all Cisco SAN Switches (eg.
provision of this Service will be the one between you and your MDS 9120/40, 9020, 9506, 9509, 9513 etc.)
Cisco Authorized Reseller. Your Cisco Authorized Reseller • Cisco Information Server (CIS)
should provide this document to you, or you can obtain a copy
of this and other Cisco service descriptions at Data Center Optimization - General Support
www.cisco.com/go/servicedescriptions/.
Data Center Improvement Plan
This Data Center Optimization Service is intended to Ongoing Design support
supplement a current support agreement for Cisco products Ongoing Software support
and is only available where all Product(s) in Customer’s Ongoing Support and Project Management Support
Network is supported through a minimum of core services such Prepare and Present Quarterly Business Review
as Cisco’s SMARTnet and Software Application Services, as Proactive Software Recommendation Report
applicable. Cisco shall provide the Data Center Optimization Remote Knowledge Transfer Sessions
Service described below as selected and detailed on the Scheduled Change Support
Purchase Order for which Cisco has been paid the appropriate Test Plan Review
fee. Cisco shall provide a Quote for Services (“Quote”), Validation and Test Cycle standard
identifying the various service elements with the corresponding
SKU as shown in Appendix A, setting out the extent of the Data Center Strategy and Architecture Service
Services and duration that Cisco shall provide such Services.
Cisco shall receive a Purchase Order that references the Data Center Virtualization Architecture Assessment
Quote agreed between the parties and that, additionally, Data Center Virtualization Design Review
acknowledges and agrees to the terms contained therein. Application Migration Planning Review
Architecture Value Analysis
Architecture Acceleration Assessment
IPv6 Architecture and Design Review

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IPv6 Device Assessment Nexus Architecture Review
Security Assessment for Secure Cloud and DC Network Nexus Advanced Feature Assessment
Devices Nexus Fiber Channel over Ethernet (“FCoE”) Support
Security Strategy Planning Support for Secure Cloud and DC Nexus security assessment
Security Assessment for Secure Cloud and DC Nexus Business Continuance Review
Data Center Security Posture Assessment Nexus Advanced Feature Assessment
On Site Residency Nexus Virtualization Design Review
Nexus Health Check
Cloud Optimization Onsite Nexus Consulting Support (EMEAR and APAC)

Cloud Technology Architecture Assessment SAN Optimization Services
Cloud Management Automation Assessment
SAN Assessment
Data Virtualization Optimization SAN Architecture Review
Test Plan Review
Data Virtualization Architecture Review SAN Health Check
CIS Site and Systems Administration Support Storage Capacity & Impact Analysis
Data Virtualization Health Check Data Migration
Data Virtualization Upgrade Assessment/Support FCoE Support
Data Virtualization On Site Residency FICON Support
SAN Management & Monitoring
SAN Extension (FCIP, DWDM, IOA)
Desktop Virtualization Optimization SAN Assessment Service for Brocade displacement

Desktop Virtualization Systems Assessment Cisco Data Center Modular Knowledge Service
Desktop Virtualization Architecture Review
Desktop Virtualization Operations Audit Cisco Data Services for Operations Enablement
Ongoing Desktop Virtualization Design Support
Operations Audit
Data Center Unified Computing Optimization Management Solution Architecture Review
Operations Support Planning
UCS Architecture Assessment Instrumentation Audit
UCS Configuration and Performance Audit Data Center Resiliency Analysis
UCS Disaster Recovery Review Management Software upgrade Support (Minor and Major)
UCS Leading Practices Audit Operational process or runbook update
Application Dependency Mapping ITSM Residency
Onsite Unified Computing Consulting Support
UCS Health Check Cisco Data Center Intelligent Automation Services
Nexus1000v Health Check
UCS Operational Enhancement Assessment Upgrade Assessment and Support
UCS System Integration Support Site and Systems Administration Support
UCS SAP HANA Heath Check Ongoing Support
UCS Application Workshop
Cisco Intelligent Automation for Cloud
Data Center Unified Networking (ACE, WAAS) Services
Optimization Upgrade Assessment and Support
Site and Systems Administration Support
UNS Network Assessment Day 2 Custom Workflow Support
UNS Architecture Review Ongoing Support
Application Security Assessment
CSS/CSM/SSLM to ACE migration report Cisco Network Operations Automation Services
Ongoing WAAS Mobil support
ACNS to eCDS migration support Workshop
WAAS Configuration Audit Upgrade Assessment and Support
WAAS Health Check Site and Systems Administration Support
Ongoing Support
Data Center Unified Fabric (Nexus) Optimization Custom Design Day 2 Reactive Support
Prepare & Present QBR
Nexus Network Assessment

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Cisco Workload Automation Services
o Participate in regular visits to the Customer either via
Assessment phone, email or in-person to review proactive deliverables
Upgrade Assessment and Support and activities and to plan for next quarter. In-person visits
Site and Systems Administration Support not to exceed eight (8) days in aggregate. Additional visits
Ongoing Support will be mutually agreed at Cisco’s then-current travel and
Custom Design Day 2 Reactive Support labor rates.
o Participate in periodic conference calls (usually weekly) to
Connected Grid Energy Optimization Service (“EOS”) review Customer’s data center status, planning and the
Services being provided.
Discovery and Information Gathering o Monitor a Customer-specific Cisco email alias to facilitate
Energy Management Assessment communication with primary Advanced Services Engineer
Energy Management Support and Knowledge Transfer as well as the engineers on the Cisco’s Data Center team.
o Make collaboration tools available for the purposes of
Cloud Onboarding Automation Factory (including but not limited to): hosting meetings, managing
documentation, instant messaging, desktop sharing, and
Ongoing Service and Project Management Support collaborative spaces.
Knowledge Transfer
Usage of Automated Workload Migration Toolset The quantity of any reporting and efforts for ongoing activities
Ongoing Tool Support described herein will vary depending on Customer
Migration Support requirements and what Customer and Cisco mutually agree
Systems Integration Support upon when Services are purchased as identified in the Quote
provided by Cisco.
OpenStack Optimization Services
Ongoing Design Support
Day 2 Custom Workflow Support
o Provide informal support for incremental changes to the
Application Centric Infrastructure (ACI) Optimization Data Center or architecture.
Services

Application Centric Infrastructure (ACI) Day 2 Reactive Custom Ongoing Software Support
Workflow Support
o Provide informal support for incremental changes to
SAP HANA Optimization device configuration or architecture.

SAP HANA Optimization
Scheduled Change Support
Data Center HyperFlex Services
o Provide a remote resource for critical scheduled changes.
Cisco will make available, upon receipt of not less than
HyperFlex Architecture Assessment
twenty-one (21) days prior written request to Cisco by
HyperFlex Configuration and Performance Audit
Customer, a designated support contact person who will
HyperFlex Leading Practices Audit
HyperFlex Consultant Support be available to consult with Customer in major Network
HyperFlex Health Check service changes (i.e. major Hardware upgrade(s), major
site installation(s) or major configuration changes).
Customer agrees to submit a detailed request and
schedule to Cisco prior to any such activity, which may
Cisco Responsibilities include:
• Collaboration with Customer to evaluate the potential
impact of the proposed changes
Cisco shall provide services for the Customer’s data center
• review the implementation procedures remote assistance
during Standard Business Hours (unless stated otherwise).
for Customer to resolve problems with Network changes
Cisco shall provide the following General Support provisions
during a major activity to the production Network
across all the activities described below as selected by
Customer:
Proactive Software Recommendation Report
Data Center Optimization - General Support
o Cisco will consult with Customer via a series of meetings
Designate an engineer (“Advanced Services Engineer”) to act to develop a thorough understanding of Customer’s
as the primary interface with Customer for its data center Software management requirements and practices such
optimization service delivery. as standards, migration triggers, and implementation

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methodologies. The Proactive Software Recommendation impacting issues such as availability, performance, faults
Report will contain overall strategy recommendations and and capacity based on specific business and network
may include, among other information informal support for characteristics.
incremental changes to device configuration or
architecture Prepare and Present Quarterly Business Review
o Each report covers a single Software track and may
o Schedule with Customer up to four (4) quarterly visits per
include, among other information, the following:
year (not to exceed eight (8) days in aggregate) to
• Analysis of Customer’s current practices related to
Customer's site to review Deliverables and activities and
establishing and managing Software release standards
plan for the next quarter. Additional visits will be mutually
and Software migration triggers
agreed upon at Cisco’s then-current travel and labor rates
• Analysis of Customer’s current practices related Software
(this does not apply to Unified Switching Fabric (Nexus)).
selection, testing, staging, implementation, and
troubleshooting
• Assistance establishing Software track methodologies Remote Knowledge Transfer Sessions
• Overall Software recommendation Customer should test
and consider o Cisco will consult with Customer to identify requirements
• Descriptions of new Software features and topics for informal training sessions. Remote
• Unresolved Software bugs to which Customer may be Knowledge Transfer Sessions are:
exposed and if possible, appropriate workarounds
• Periodic proactive critical bug analysis for identified
§ Delivered in English (other languages subject to
Software track(s) or key Network infrastructure Software
availability)
feature categories
§ Informal technical updates such as a “chalk talk” on a topic
• Periodically updated follow-up reports, at a rate of no more
that is mutually agreed upon and relevant to the
than once per month, for up to 120 days from the original
technologies in the data center.
Software recommendation date
§ Service to be provided by an Advanced Services Engineer
• Assistance in defining feature requirements and
or another senior Cisco engineer.
performance/availability objectives as relates to Software
§ Delivered remotely for up to four (4) hours in length, with
strategy.
no labs and no printed course materials
§ Relevant to the Cisco products and technologies deployed
Test Plan Review
in Customer’s production Network
o Review Customer test plans for thoroughness and
effectiveness of planned testing. Plans will be reviewed
Validation-Test Cycle and Review – Standard
based on issues and recommendations identified in either
the Test Lab Strategy Review, Hosted testing or Network
Ready for Use Testing, and Activities. Cisco will consult with Customer via a series of meetings to
develop a thorough understanding of Customer’s solution
testing goals and requirements, and generate a proposed Test
Plan. Once agreed, Cisco will execute the tests documented in
Ongoing Support and Project Management the Test Plan and report findings to Customer. Validation and
Testing Support may include, among other information, the
o Provide ongoing support and project management to
following:
assist with the overall delivery of the Data Center
Optimization Service for incremental changes to the
§ Review of Customer’s testing goals and business
Network or architecture.
objectives for the solution;
§ Analysis of requirements such as software strategy,
platforms, topology, protocols, and configurations
Data Center Improvement Plan
§ Test Plan development or review/refine existing test plan;
o Provide a plan that integrates recommendations from the § Schedule facilities, equipment and resources;
areas of Data Center Assessments (such as Architecture § Test Set Up – Perform the Physical Lab Setup;
Assessment and configuration audit), Software § Test Execution – Execute the Test Plan; and,
recommendations and Bug scrub, into a single document. § Test Results Analysis – Document the results in a Test
The Data Center Improvement Plan represents the Report.
Customer-approved and agreed-upon Cisco § Validation-Test Cycle and Review - Standard Support is
recommendations as prioritized by a joint steering estimated to last between 8 to 12 weeks.
committee comprised of Cisco and Customer, and may be § Validation and Testing Support is only available to certain
used by Customer to track future projects. geographic locations and will be specified in the Quote for
Services.
o Diagnose overall data center network health to identify,
prioritize and track Data Center Nexus/WAAS health

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virtualization. Architecture Acceleration Assessment A Data Center Architecture Virtualization Assessment may include. recommendations and networking environment by analyzing costs and • Report describing opportunities and steps needed for operational commitments optimization.doc . performance data. Recommendations may o Analyze application migration plan considering the include: following: • Low-level design for the Layer 2/Layer 3 infrastructure and • seamless migration of all the IT system environments : integrated design production . Network. #EDM-105522811 Ver: 12.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. compatibility. and application platforms technical architecture. as it relates to projected • Analysis of technology feasibility environment. patch level. or state. Data Center Virtualization Architecture Assessment These activities are performed a minimum of two times but may be performed up to four times per year for one data o Provide Data Center Architecture Virtualization center after the Data Center Architecture Assessment has Assessment. application business services domains • Documenting challenges. Page 5 of 48 • High. SAN. and energy costs and identify virtualization opportunities in the following • Executive and technology presentations areas: • Network (Layer 2/Layer 3 infrastructure) Application Migration Planning Review • Network transport and application call flows • Security networking (firewall design) o Gather current application components scheduled for • Server load balancing deployment across the server pool considered for • Web caching within the data center virtualization • Secure Sockets Layer (SSL) offload o Collaborate with Customer to confirm application component information related to performance. and recommendations for server consolidation and/or virtualization Data Center Architecture Value Analysis • Report describing analysis of performance. critical success factors and risks • Analysis of server inventory. Activities may include: both • Review of the technology architecture layers such as • Analyzing the Customers' server and computing platform facilities. user acceptance test (“UAT”) part of the virtualized environment Controlled Doc. Cisco will consult with Customer via a series been completed. storage environment.Level design architecture review addressing an end- to-end virtualized architecture covering Network. component inventory and/or inter-dependencies of o Cisco will provide a comprehensive financial analysis domains and views. application availability and o A report of findings and recommendations based on Cisco interdependencies leading practices and onsite discussions will be presented o Identify existing and future application service domains at Customer quarterly review. and data transport. and spanning the server environment. availability. development . service. consolidation. server. facilities. among other information: o Provides assistance to the Customer in evaluating the compute platform while simultaneously transitioning • Review of the current data center infrastructure and future the environment towards the defined production future Network requirements for consolidation. security. and /or virtualization with recommendations o The Cisco Data Center Architecture Value Analysis Service includes the following deliverables: Data Center Virtualization Design Review • Financial analysis report • Capital investments required during the project lifecycle o Review Customer’s infrastructure technologies to analyze • Savings in infrastructure. resource capacity and user community • Analysis of consolidation and/or virtualization impact to demands. and • Providing recommendations on infrastructure design operating system data • Review a services framework to develop an architecture • Analysis of potential server consolidation and/or roadmap virtualization costs and savings related to server hardware • Review areas for reduction in complexity and total cost of and infrastructure licenses ownership (“TCO”) • Report describing the analysis comparing Customer’s • Discussion of areas for increasing architectural flexibility current practices to Cisco’s recommended best practices /agility. of meetings to identify the future architecture requirements for a data center consolidation or data center virtualization. network Data Center Strategy and Architecture Service services.

Cisco will work with Customer to gather and install necessary devices in the Network/Data Center to collect The Security Assessment includes one business critical asset device configuration for assessment. among other information: o Report describing the analysis comparing Customer’s current configuration to Cisco’s recommended best • Review of the current data center infrastructure and future practices and Cisco’s recommendations (sampled based Network requirements for IPv6 on size and configuration of network). The recommendations include improvements to topology. The Security Assessment for Secure Cloud and Data Center o Create following Reports with recommendations: Network Devices assesses a Customer's data center device security. internal network. and perimeter network. incorporated herein by • Assess and analyze configuration and system information reference. • Application Component Inter-dependency Views • Application Component Performance Report • Cisco will consult with Customer via a series of meetings • Application Migration Strategy Document to understand and analyze aspects of Customer’s Data • IT Project Impact Analysis to the Migration Strategy Center and Cloud Network device security. A Device • Application Migration Roadmap Security Assessment will be performed on up to 350 security devices in the Data Center and may include.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. protocols. Internet The Security Assessment for Secure Cloud and DC evaluates Edge) the capabilities of the network infrastructure to protect an identified business critical asset and provide a set of recommendations to remediate the identified security gaps for Data Center IPv6 Device Assessment that business critical asset.doc . analysis.cisco. • Review and compile necessary recommendation for IPv6 readiness Security Strategy Planning Support for Secure Cloud and • This may include Memory/CPU/Code upgrades DC Controlled Doc. among other information: network areas: data center. feature and design o Report describing prioritized list of discovered • Review and plan IPv6 Address Planning for Data Center. IPv6 Architecture and Design Assessment may include. o Analysis of firewall rules for common configuration issues. • Provide report with device assessment and with dependencies appropriate recommendations • impact of current IT project related to existing or new IT systems that require services from the virtualized context Security Assessment for Secure Cloud and DC Network • Data Center architectural changes required to support Devices remote application service access. #EDM-105522811 Ver: 12. vulnerabilities and most critical findings. Internet Edge o Interactive presentation of findings. and • Review and assess IPv6 dependencies like DNS. Data Center IPv6 Architecture and Design Review among other information. device configurations and o Provide Data Center IPv6 Device Readiness Assessment. Cisco o Review of Customer’s Data Center and cloud device will consult with Customer via a series of meetings to security goals and requirements. A Data Center security hardening of the individual devices. Page 6 of 48 • minimal to no changes to current Application component • Recommend configuration changes to enable IPv6 in the configuration and/or implementation Data Center • minimal to no risk due to Application component inter. and. security controls. requirements • Recommend code and feature set for IPv6 Design for the Data Center Security Assessment for Secure Cloud and DC • Provide high level Architecture and Design guidelines and support IPv6 planning in the Data Center (DMZ. the following: o Provide Data Center IPv6 Architecture Assessment. DMZ.com/go/servicedescriptions/. This service is focused on understanding the current • Application Component Availability Deployment Report state of the hardening of the individual data center devices by • Application Component Patch Version/Level Compatibility analyzing their configuration files. DHCP recommendations. A Data Center IPv6 and sampling of devices from one each of the following device Assessment may include. • Review of existing configurations. • Identify pilot and product devices/points in Data center for IPv6 piloting Further details on the Security Assessment are described in • Identify devices for configuration collection either via tools the SDA specific Service Description at or manual www. identify the current and future IPv6 architecture and o Analysis of data center device configurations focused on Design requirements for a data center.

and ability to o Provide collateral / technical reference material (white handle increased traffic demands. o Participate in network Security Strategy and Planning scalability. Page 7 of 48 o Cisco will provide strategic and tactical guidance via a hours support available upon mutual agreement within series of meetings or workshop around a Customer scope of engagement. self-recovery. business continuance. any issues found with the Customer’s current technology • Assessment Report. technical specifications) as requested for specific • Participate in on site meetings and periodic conference technologies or for network security architectural calls to review Customer’s Network status. capacity and availability events to proactively analyze and identify service-impacting issues Cisco will consult with Customer via a series of meetings to • Provide real-time notification to Customer of network. communication with Cisco designated Services team o Develop a Security Technology Planning Meeting Report. architecture (Network. storage and compute). and. data center security. Cloud Technology Architecture Assessment • Assessment Report. DRaaS and software services www. as specified in Quote and Purchase required to refocus the Customer’s data center plans to Order. incorporated (XaaS). • Perimeter Security Posture Assessment The Cloud Technology Architecture Assessment will conduct • Discovery and Vulnerability Identification. papers. • Resident Network Consulting Engineer may utilize providing a synopsis of the meeting and documenting Customer provided data. and. of current states of the architecture and security and identifying • Results Analysis and Presentation. of Customer’s Data Center design and implementation. meetings or workshop. selected network security topic. virtualization.Activities may include: herein by reference.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. The SPA will include the • Device Monitoring • Weekly Status following: • Resource Management Reporting • Internal Security Posture Assessment • Critical Network and Asset Identification Workshop. • Discovery and Vulnerability Identification. professionals to supplement Customer personnel and spends • Conduct an assessment of Customer’s current between one and twenty five days a month onsite over a period architecture with aim to make recommendations on what is of three to twelve months. and will perform the following types of tasks:. an architecture and security assessment of the Customer’s • Vulnerability Confirmation and Target Analysis. or evolve further to (in the case of an Further details on the Security Posture Assessment are existing cloud architecture). • Gather business and technical requirements related to On Site Residency Customer’s cloud data center architecture and security by conducting a combination of on-site discovery workshops Cisco On Site Resident provides skilled Data Center and interviews with Customer stakeholders.After Controlled Doc.doc . • Results Analysis and Presentation. in collecting data from the Network. The service measures the And Changes Analysis extent to which identified vulnerabilities can be utilized to • Change Window Support • Technology/Device achieve unexpected or unauthorized access to the OS or • Basic Design Consulting Knowledge applications on IP-connected endpoints (UNIX / Windows / • Device Configuration Transfer network and security devices). scripts or internal tools to assist recommendations. planning and approaches. • Cloud Technology Architecture Assessment Report • Provides targeted consulting support as directed by Customer during Customer’s normal business hours. Topics may include but • Consult with Customer staff to develop an understanding are not limited to network security technologies.cisco. evolve to a cloud technology architecture. cloud. Adds. with a focus on concerns such as resiliency. performance. • Provide real-time monitoring and measurement of network Data Center Security Posture Assessment fault. #EDM-105522811 Ver: 12. as it pertains to a desire to transition to. A Data Center • Provides guidance in the following areas Security Posture Assessment (SPA) provides a point-in-time • Device/Server Admin • Basic Device assessment of the risk posed to an organization by Functions Troubleshooting vulnerabilities present in the organization’s IP-networked • Planning Of Moves. providing analysis • Targeted Phishing Vulnerability Analysis. understand and analyze aspects of internal and perimeter storage and compute impacting issues security posture of the Customer’s Network. • Root-cause systems and security controls. the Services being provided o Provide guidance and recommendations for data center • Monitor a Customer-specific Cisco email alias to facilitate network security strategies. disaster recovery. current data center architecture and plans.com/go/servicedescriptions/. an architecture capable of offering described in the SPA specific Service Description at cloud Infrastructure. Cloud Optimization • Vulnerability Confirmation and Target Analysis. application traffic requirements.

Cisco will provide onsite and remote support for the following Cisco Service Activities: activities that are generally performed: • Conduct a discovery workshop including interviews with • Monitor CIS environment(s): Customer to capture and document the Customer’s current o Perform daily CIS system health check (log files. provisioning tools. o Provide proactive notification of errors.doc . • Assess the Customer’s requirements for cloud degradation. #EDM-105522811 Ver: 12. • Review of the DV architecture layers.. management automation strategy and toolset. management and reporting § Local storage tools. the Information Server (CIS) implementation. documenting the to appropriate contacts Customer requirements and recommendations in the o Monitor CIS server utilization Cloud Management Automation Assessment Report. recommendations for meeting current and future security • Assessment or integration of SLA services into the existing requirements or future state of the technology services. with stable and scalable case of a non-cloud deployment. including SLA o Create weekly service level reports management and capacity management in the Cloud Management Automation Assessment Report. recommendations will focus operations. as appropriate. check comprehensive review of the existing CIS Data Virtualization for consistency across CIS environments architecture. administration and maintenance of the Cisco DRaaS. etc. the access of the DV layer from these tools • Assess current and planned back-end data sources and Cloud Management Automation Assessment make recommendations for optimizing the access of the DV layer to these sources Provides an analysis of the Customer’s current management automation tools – specifically orchestration. maintenance plans and processes • Cloud Management Automation Assessment Report o Perform Server restarts as required o Work with hardware operations for physical Data Virtualization Optimization server maintenance as scheduled o Maintain security scheme and permissions Data Virtualization Architecture Review o Maintain CIS environments according to the direction of the CIS Technical Architect The Data Virtualization Architecture Review Service provides a o Inspect settings. § Memory • Assess the Customer’s current performance and SLA § CPU monitoring. response time. on changes and new tools necessary to meet the requirements of an existing cloud technology architecture plan. Page 8 of 48 The following are not in scope of the Cloud Technology • Review of the overall current Data Virtualization Architecture Assessment Service: implementation and its ability to support current and future DV needs. software versions. and in the using CIS run smoothly and efficiently. • Assess current and planned front-end tools and • Non-operational perspective analysis of the Server and applications and make recommendations for optimizing Storage layers. provide guidance on retooling the layered DV architecture • Application and/or Business services architectural to conform to best practices recommendations. • Maintain CIS environments: • Review with Customer the Cloud Management Automation o Apply hot fixes. along with archive. • Wireless technologies. In the case of an existing cloud deployment. other suspicious or unusual activity orchestration management tools.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. o Build & maintain CIS clusters o Manage processes to update CIS caches Controlled Doc.making recommendations for the management tools infrastructure The Site and Systems Administration Support service is necessary to support a cloud computing architecture capable designed for site administrators responsible for the of offering cloud Infrastructure. measurement. documenting the Customer’s capabilities and § Throughput metrics requirements for cloud computing.as-a-Services (IaaS) and/or configuration. It provides expert recommendations will focus on improvements to meet best advice and best practices to ensure day‐to‐day operations practices for management of a cloud architecture. Assessment Report for comment and approval before it is o Develop and maintain daily/ weekly/monthly formally completed and released. upgrades. etc) associated workflows. CIS Site and Systems Administration Support management portal and assurance tools . These services will be addressed only • Assess likelihood Customer can meet performance goals from mapping and dependencies to the technology service with their current DV structure and provide performance area perspectives and will help the definition of the tuning advice on how to improve overall DV performance network blocks in-line with Customer complete set of • Review existing security implementation and provide requirements. and • Unified Communications. etc.

The Data Virtualization Upgrade Assessment/Support Services will provide assessment and support services to determine the Data Virtualization On Site Residency impact and effort associated with upgrading Customer’s existing CIS implementation to later versions. • Review Customer’s existing production functionalities. Environment Review includes an analysis of i) Customer’s o Recommend a plan and effort to remedy any issues current CIS Data Virtualization server and environment uncovered during review process. security. deployment issues. as specified in Quote and Purchase Order. and v) system tuning. o Review of Customer’s project staffing capabilities and available resources/skill sets. Virtualization server: i) capacity. deployment strategies. analysis. and iv) data abstraction best practices. control. After maintain the existing functionality. sizing. during review process. • Assist in upgrading to later versions. effort and changes associated CIS objects from dev to test to production with utilizing new features and functions that are part of the new software release. and o Contingency and rollback plans to restore the development and testing processes software to its original version o Plan and effort to utilize new desired product features. integrations and assess needed management processes (deployment models. • Participate in on site meetings and periodic conference calls to review Customer’s Data Virtualization status. scalability. access controls) performance. • Support Customer in migrating Test and Production environment. iv) caching engine and query • Analyze issues encountered and help categorize them into optimization. integrations and • Provides targeted consulting support as directed by customizations to determine the actions needed to Customer during Customer’s normal business hours. recommended strategy and estimate comprehensive health assessment of the existing CIS Data the level of effort required to complete the upgrade. personnel onsite and offsite over a period of three to twelve months. project methodology. hours support available upon mutual agreement within • Review current platform and hardware components to scope of engagement. enhancements. performance. Cisco will Cisco Data Virtualization On Site Resident provides skilled consult with Customer via a series of meetings to understand Data Virtualization professionals to supplement Customer and analyze aspects of Customer’s current environment. including standard product configurations. and DV project selection. • Devise plan documenting findings and recommendation Data Virtualization Health Check that includes one or more of: The Data Virtualization Health Check Service provides a o Detailed impact. product changes. Document the findings in the Health Assessment Report. application on existing configurations including potential fitness for and data abstraction. sizing. use with Customer’s existing implementation.migrating • Document the applicability. • Develop and document operational and system • Review customizations. configuration. iii) promotion and product upgrade. and will Upgrade Assessment activities may include: perform all of the previously mentioned Data Virtualization services. Conduct an Operational Environment Review of the existing o Interactive presentation of findings. consumption of data. Conduct a Performance Usage Review. ensure accurate sizing. Review the integration of the CIS Data Virtualization o Plan and effort to remedy any issues uncovered environment with existing data management processes. Data Virtualization Upgrade Assessment/Support • Executing on any post-production support activities. iii) production target Upgrade Support activities may include: model. Page 9 of 48 o Manage deployment related issues .0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. ii) operational aspects such as security. data connector configuration. and CIS Data Virtualization environment. ii) • Establish best practices for planning and running the operational logs and usage patterns. • Consult with Customer staff to develop an understanding • Review new product features. and product defects • Support Customer during the test execution. with a focus on the following types of tasks:. including DV use case selection. with a focus on concerns such as and new application software versions and assess impact resiliency. as defined during scoping of Upgrade Project. #EDM-105522811 Ver: 12. The Operational recommendations. benefits of Customer’s Data Virtualization design and with Customer describing differences between existing implementation. Virtualization implementation and associated processes.doc . planning and the Services being provided Controlled Doc. user changes to ensure continued compatibility and management. The Performance • Provide planning and resourcing for third party integration Usage Review includes an analysis of the current CIS Data and product customization.

Page 10 of 48 • Represent and communicate Customer’s Data • Review operational key performance indicators and Virtualization requirements to Cisco product planning provide report describing specific operations • Augment Customer development teams and provide recommendations for optimization based on industry mentorship of Data Virtualization development and leading practices deployment best practices • Develop customized operational process regarding adherence and/or adoption to recommended leading practices to provide continuous desktop service Desktop Virtualization Optimization improvement strategy Desktop Virtualization Systems Assessment Data Center Unified Computing Optimization Measures key performance and utilization metrics of a Data Center Unified Computing Optimization is targeted to Customer’s desktop and application environments allow Customers to analyze. and accelerate change. availability and scalability. #EDM-105522811 Ver: 12. • Report with performance optimization recommendations methodologies and configuration based on these findings. improve.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. identify optimal configuration and architecture to identify areas for improvement. the Data Center Unified Computing Optimization utilization Service will support planning efforts which will mitigate the risks • Helps identify areas for platform improvement through inherent in any change process. Cisco will also Review of current desktop virtualization environment work with Customer to optimize architecture and configuration and surrounding infrastructure with performance for virtual and physical environments. improve business processes. capabilities and agility • Analysis of impact of new requirements on existing environment. peak utilization trends. implementation performance and capacity patterns.doc . • Review areas for reduction in complexity • Assess current disaster recovery process and provide • Assess and recommend architecture for the Unified recommendations to optimize disaster recovery capability Computing deployments. and optimize their Cisco data center Unified Computing environment while supporting • Review current technical environment current production environments. and recommendations and findings. recommendations based on leading practices o Provide a detailed report that summarizes • Review of Customer’s design requirements. Desktop Applications and End-point resource addition. Review current design and Desktop Virtualization Systems Architecture Review provide recommendations with a focus on concerns such as resiliency. In for Users. flexibility. This service will provide to meet these thresholds recommended leading practice deployment strategies. o Review current configuration of Unified Computing System. and underutilized assets Unified Computing Architecture Assessment § Mitigates risk by identifying the best and worst candidates for virtualization o Consult with data center staff in a series of workshops and meetings to develop a thorough understanding of Customer’s Unified Computing System (“UCS”) and UCS Director design requirements. The Report may include goals but is not limited to: • Assess and analyze effects of new requirement on existing environment and develop a future deployment roadmap • Review of Customer’s design requirements. Cisco will examine this information to practices and processes for the Desktop Virtualization provide recommendations based on leading practice environment including management and operational tools Controlled Doc. priorities. improve UCS Configuration and Performance Audit productivity. Desktop Virtualization Operations Audit • Develop a recommended architecture and future deployment roadmap. The Service is designed to • Investigate peak utilization trends of users and desktop assess the Customer’s current Unified Computing environment applications. priorities. and including recommending an architecture for the Desktop goals Virtualization deployments. availability. and/or UCS Director and surrounding • Provide a review of current state of operational best infrastructure. Provides a review of best practices for the evolving desktop virtualization environment to support growth. and procedures for Cisco UCS • Review current initiatives and align with leading practice • Provide a review of best practices for the Desktop deployment methodologies and use cases Virtualization environment and discuss areas for • Assist in identifying additional opportunities to utilize UCS increasing architectural resiliency.

providing general advice and guidance related to Customer’s Unified Computing System • Analyze Customer business processes that are in scope in (UCS). • Assist and support Customers in disaster recovery testing Onsite Consultant Support Application Dependency Mapping Provide ongoing. Customer directed tasks to be • Data Collection Tools will be used to perform discovery of performed by the Advanced Services Engineer are subject to the identified servers in the data center environment and Cisco approval. virtualized I/O. and storage performance and utilization • Provide an in-depth analysis of the state of Customer’s • Investigate peak utilization trends and identify optimal business applications and application infrastructure configuration and architecture to meet these threshold dependencies. periodic examination of post deployment. and/or UCS Director infrastructure as part of a Network devices to which the servers are connected. Periodic activities may include environment and their configurations. • A Network traffic capturing Data Collection Tool will be used to capture the Network traffic using span sessions. chassis and cabling configurations for optimum performance. • Review technical environment that may include: unified I/O. #EDM-105522811 Ver: 12. or audited. improve productivity. onsite Unified Computing consulting support o Review Customer assets in the data center and the in the form of a designated engineer (“Advanced Services interdependencies. appropriate. that require additional examination guided Collection Tool will be used to discover the Customer’s by Customer needs and concerns. The analysis is done by comparing • Identify underutilized assets and recommend optimal Customer’s business requirements and expectations for its layout for highest compression ratios for virtual machines applications using ‘use cases’ for business processes and • Develop report on performance optimization the findings from discovery and dependency mapping recommendations such as system tuning. capability for the Unified Computing Systems (UCS) improve business processes. locally recognized country holidays. Activities may include but are not limited to: every aspect of your business • Assess current disaster recovery process and provide • Review current Customer UCS and/or UCS Director recommendations to optimize procedures for Unified implementation against a list of lab and project.doc . secondary sites • Discuss areas for increasing architectural resiliency. Activities and deliverables may Engineer”) onsite at Customer’s designated location to act as include: the primary interface with Customer. • An automated Storage Area Networking (SAN) Data environments. UCS Leading Practices Audit UCS Disaster Recovery Review o Provide a review of leading practices for the Unified Computing environment. applications. The goal of this discovery is to identify are structured to service instances within a single data all Customer SAN devices within the Customer data center center environment. An evolving Unified Computing o Provide a review of Customer's disaster recovery architecture can help support growth. management switch. which shall not be unreasonably withheld. provided data will be used to discover the networking devices within the Customer data center environment and UCS Health Check the respective Network configurations.based Computing Systems. between the business processes and data center protocol optimization. support those business processes. and server response times. and accelerate change in configuration. Activities may include but are not limited to: These flows are correlated with software and applications discovered as part of Server and Software Discovery • Review and analysis of virtual machine.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. and training days. the associated software components that are running on Onsite Unified Computing Consulting Support is only available those servers. • Review design for application recovery • Align applicable leading practice deployment configuration • Review Network and storage design between primary and options and settings for specific Customer usage. and/or UCS Director. This service component will also map the servers that were discovered o Review current configuration of Unified Computing System in the Server and Software Discovery Service to the (UCS). • Review UCS failover design and configuration availability. to certain geographic locations and will be specified in the • Either data from Data Collection Tools or Customer Quote for Services. Network services. UCS Health Checks SAN environment. server. vacation. up to five days per week (pending order to provide a high-level overview of the business local work restrictions) during Standard Business Hours processes. Controlled Doc. sub-processes and a list of applications that excluding Cisco holidays. Page 11 of 48 configuration methodology and technical settings as The raw data is converted into IP communication flows. flexibility and agility. leading practice configurations.

The following activities will occur: o Develop report on the environment as evaluated against o Leverage Cisco DCAF to discover the compute server best practices foot print in the data center o Develop a migration TCO/ROI analysis summary report UCS Operational Enhancement Assessment o Conduct 1 day workshop to understand Customer long term goals and identify potential o Review and standardize efficient operational process while application/software optimization opportunities working with Unified Computing System (UCS) and/or o Review preliminary TCO/ROI analysis report UCS Director architectures o If Customer is interested in moving forward. chassis and cabling configurations Modules (VEM). Nexus1000v Health Check security) Review current configuration of Nexus1000v component of • Extend to peripherals and applications server infrastructure as part of a periodic examination of post deployment. Periodic activities may include: o UCS firmware. etc UCS Health Check. SUSE OS. that require additional examination Report guided by Customer needs and concerns. Virtual Ethernet management switch. storage. or audited. Page 12 of 48 • Review and analysis of virtual machine. Network § Verify operational state of system and storage performance and utilization including • Review and analysis of vCenter setup. or • Provide Documentation Support and Operations Synopsis audited.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. • Chargeback / Billing o Periodic activities may include Controlled Doc. chassis and § Integrate storage • Review and Build workflows between 2 APIs (ie Compute and Hypervisor) • Scale by adding additional APIs (ie network. Cisco will • Work with Customer to modify existing operations guides put together an application optimization roadmap to leverage more efficient UCS Manager and Unified Architecture related processes • Provide recommended best practices to operate a UCS UCS SAP HANA Heath Check environment to increase agility. UCS manager. etc • Develop report on the environment as evaluated against • Physical state of port connectivity for VEMs best practices and expected server response times. Vethernet Profiles UCS Application Workshop and Overall Usage • Provides a workshop looking at migration of existing § Access and Monitoring compute environment to UCS leveraging DCAF used for • Users. UCS System Integration Support • Provides a healthcheck in relation to SAP HANA. HANA appliance components.doc . SVS connection. storage* § Automate o Ad hoc security upgrade support for OS and version • Review and analysis of compute provisioning. #EDM-105522811 Ver: 12. with the following activities: o Review best practices and use cases around the Unified Computing Architecture and surrounding ecosystem that o Scheduled quarterly maintenance and upgrade of can accelerate completion of an enterprise’s automation initiatives within a single data center environment. • Review current configuration of SAP HANA components as part of a periodic examination of post deployment. Syslog. environments. network. SAP HANA application. environments. updates to HANA storage and applications o Operational support and knowledge transfer for HANA • Performance capacity management appliance • User management o Expansion of HANA to additional nodes. server. Internal Networking. availability and operational efficiency. SNMP. • Life Cycle Management Nexus1000v Health Checks are structured to service instances • Performance Capacity Management within a single data center environment. virtualized I/O. and protocol optimization § Verify Port Profiles • Review and analysis of Uplink Profile. that require additional § Monitor examination guided by Customer needs and concerns.

) implementation of new SLB devices (ACE or ACE 30). Controlled Doc. and identify gaps in the adoption of a Cisco DC technology o Once per year. Unified Computing families of products are and identify gaps in the adoption of a Cisco DC technology available. practices to Cisco design principles. Designs for ANS.e. design or authentication. application traffic requirements. • Review the current SLB configs to be migrated • Architecture and topology for the Network including L4/7 • Review the new SLB design topology. L4-7). subnet isolations. CSS/CSM/SSLM to ACE Migration Report Report takes into consideration. security. etc. which may include: ACE / L4-7 Assessment • Assess current environment to support planned changes. DC technical Infrastructure • A detailed technical assessment of Customer-specific DC WAAS Architecture Review technology infrastructure design. business increasing architectural resiliency. continuance. availability. priorities. Storage Area Networking. the following: Consult with data center staff in a series of interviews and meetings to develop a thorough understanding of the migration • Review of Customer’s design requirements. resiliency. UCS products Director. requirements to do a CSS/CSM/SSLM to ACE migration. SAN. eCDS) Optimization WAAS Assessment Covers Application Distribution (ACE.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. scalability. caching. SAN. and availability of Customer’s Cisco • Review of Customer’s design requirements. WAAS. which may include: • A detailed technical assessment of Customer-specific DC technology infrastructure design. among other things. recommendations to optimize disaster recovery capability Technology areas include Application Networking and procedures for Cisco Unified Networking Services Systems. only the assessment of the migration readiness and strategy. • Analysis of impact of new requirements on existing Service activities may include: Network. Page 13 of 48 • Report describing the new or current design with recommendations.eCDS) Components changes in the existing environment. through current assessment of the design and future goals • Proactive recommendation to improve the performance. • Proactive recommendation to improve the performance. and DC technical Infrastructure. disaster recovery. Unified Switching Once per year. Data Center Unified Networking Services (ACE. and storage infrastructures. AS will provide an assessment of the goals. based data center architecture assessment to facilitate proper ACNS. goals • Assess and analyze effects of new requirement on existing ACE / L4-7 Architecture Review environment and develop a future deployment roadmap including recommending an architecture for the Desktop o Consult with Customer networking staff in a series of Virtualization deployments. Unified Computing families of products are Review of current L4-7 content and application distribution available. and availability of Customer’s Cisco practices to Cisco design principles. virtualization. and agility o Provide a detailed design report with recommendations.doc . and Nexus. • Review of device security considerations (i. priorities. Designs for ANS. #EDM-105522811 Ver: 12. Virtualization environment and discuss areas for recovery. security. Unified Computing Systems (UCS). • Assess current environment to support planned changes. Cisco will provide Customer with a product- Fabric (Nexus). flexibility. This service does not cover the planning. • Determine the recommended method of migration • Review of protocol selection and configuration. Cisco will provide Customer with an through current assessment of the design and future goals product-based data center architecture assessment to via subject matter experts and application of leading facilitate proper changes in the existing environment. • Provide SLB knowledge Transfer • Review of feature selection and configuration. via subject matter experts and application of leading resiliency. environment configuration and surrounding infrastructure with recommendations based on leading practices. and requirements. and Nexus. Application Network Performance (WAAS. VLANs. with a focus on concerns such as resiliency. meetings to develop a thorough understanding of • Assess current disaster recovery process and provide Customer’s Data Center design requirements. self. and Unified Switching • Provide a review of best practices for the Desktop Fabric.

security. #EDM-105522811 Ver: 12.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Application Network Performance (WAAS. as part of a periodic examination of post • Provide assessment report documenting findings deployment.based leading practice the SLB solution. or audited. which may include: Provide informal support for incremental changes to WAAS Mobile configuration or architecture. through current assessment of the design and future goals Activities may include: via subject matter experts and application of leading practices to Cisco design principles. SLB solutions. Activities may include: (SLB) solution in place. ongoing WAAS Mobile requirements changes. analyze device configurations and resource utilization parameters ACNS to eCDS Migration Report • Develop Stability Analysis and Recommendations report which typically includes summaries of the following Consult with data center staff in a series of interviews and network-level information: Software. and proposed demand resiliency. and goals • Assess current Application SLB design and configurations WAAS Health Check deployed • Identify gaps in the current deployment based on the o Review Customer WAAS environment. SAN. • Align applicable leading practice deployment configuration • Provide an assessment report which summarizes SLB options and settings for specific Customer usage. application security recommendations and findings • Discuss areas for increasing architectural resiliency. new features. and availability of Customer’s Cisco • Validate the software code versions. related to WAAS DC technical Infrastructure. L4-7). environments guided by Customer needs and concerns. migrated ACNS) Components • Review the new purposed eCDS design • Determine the recommended method of migration Nexus Network Assessment • Provide eCDS knowledge transfer Once per year. Verifies that the WAAS devices are configured security requirements related to the server load balancing optimally.doc . and identify gaps in the adoption of a Cisco DC technology and the associated effects on the existing Network design. Memory. Unified Switching • Review the current ACNS design and configuration to be Fabric (Nexus). Hardware. identify exception areas. meetings to develop a thorough understanding of the ACNS to Environment. Page 14 of 48 Application Security Assessment WAAS Configuration Audit Provide a review of leading practices for the WAAS Consult with data center staff in understanding the application environment. Consult with Customer on • Assess current environment to support planned changes. • Review proposed Customer WAN optimization • A detailed technical assessment of Customer-specific DC requirements for mobile workforce technology infrastructure design. collecting stated Application Security requirements performance-related data. Unified Computing families of products are determine adherence to best practices available. Activities may include: Data Center Unified Fabric (Nexus) Optimization Covers Application Distribution (ACE. flexibility and agility requirements. Cisco will provide Customer with a product- WAAS Mobile Design Support based data center architecture assessment to facilitate proper changes in the existing environment. Mobile. and applying Cisco leading • Provide possible high level SLB solutions to close gaps practices. Protocol Analysis and Network Management eCDS migration requirements. • Review of Customer’s SLB Applications Security design availability. Designs for ANS. AS will provide an assessment of the requirements to do a ACNS to eCDS migration. This assessment is focused on application security designs tied to the functionality provided thorough the deployed Cisco • Collect performance data. AS will conduct a SLB security assessment based on the stated requirements and identify • Review current Customer WAAS implementation against a gaps in the security features and configuration deployed with list of lab and project. are appropriate for the current and short term environment Nexus Architecture Review • Provide a knowledge transfer around WAAS Mobile Review of current Nexus environment configuration and surrounding infrastructure with recommendations based on leading practices. priorities. Controlled Doc. • Assess the current WAAS Mobile environment to and Nexus. • Verify the sizing of the design is keeping up with current • Proactive recommendation to improve the performance. Activities may include: configurations.

• Provide new feature support for FCOE solution • Provide FCOE knowledge Transfer • Report describing the possible new or current design • Provide FCOE deployment assessment based on BC/DB recommendations. #EDM-105522811 Ver: 12. application specific recommendations or detailed design recommendations. availability and scalability. among other things. This service includes the design. and goals meetings to develop a thorough Customer understanding of one Nexus Advanced Feature. and agility summarizes any recommendations and findings. (VPC.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Activities may include: • Provide a review of best practices for the unified fabric environment and discuss areas for increasing architectural • Provide a Nexus Security analysis and report which resiliency. Consult with data center staff in a series of trainings and priorities. adds or design to fill gaps changes • Analysis of impact of new DC requirements on existing • Provide ongoing configuration support of FCOE solution Network. • Review of Customer’s DR design requirements. Client can elect the quantity of this service based takes into consideration. Service activities may include: • Propose some best practice recommendations to current • Provide FCOE design consultation for Moves. The Report will include: Nexus Advanced Feature Assessment • Review of Clients Nexus Security design requirements. Controlled Doc. the following: on the number of features that need to be deployed during contract. resiliency.doc . only the goals optimization and “day 2” support of a deployed FCOE solution • Assess and analyze effects of new requirement on existing environment and develop a future deployment roadmap including recommending an architecture for the Unified Nexus Security Assessment Fabric deployments Consult with data center staff in a series of meeting to • Assess current disaster recovery process and provide understand the Nexus network security requirements and recommendations to optimize disaster recovery capability assess the current or purposed design for compliance with the and procedures for Cisco Nexus hardware products stated security requirements. Fabric Path. Cisco Network security methodologies and use cases will also work with Customer to develop a migration strategy to • Assess and recommend design or configuration changes roll out the target Nexus feature into the existing Nexus to Nexus security architecture environment. implementation planning. design or • Review of Customer’s design requirements. • Provide design support for any problem escalations on the FCOE solution Review is high-Level focused in DR supporting Network architecture and does not include such topics as operations. priorities. and implementation of a new deployment of FCOE. priorities. or • Review current or purposed Nexus Security design and OTV) Review current Nexus design and provide configurations recommendations with a focus on potential ways of leveraging the targeted available Nexus Advanced Feature in areas such • Review current initiatives and align with leading practice as virtualization. VDC. Report will deploy. Nexus FCoE Support and goals. Page 15 of 48 This service does not cover the planning. Activities may include: This Nexus Security assessment will be focused on Nexus o Provide the following services around the targeted Nexus switch/port security and will not include an assessment or Advanced Feature: recommendations related to application security or FW rules or • Provide remote training on target Nexus advanced feature policies. availability. self- • Provide recommended implementation plan to deploy recovery. flexibility. and • Provide a Disaster Recovery (“DR”) review report with training around a single Nexus Advanced feature that the client high-level best practice design recommendations. Consult with data center staff in a series of trainings and • Review current DR design and indicate any gaps based on meetings to develop a thorough Customer understanding of stated requirements the clients FCOE deployment. • Review existing Nexus design to determine readiness and Nexus Business Continuance Review design requirements to deploy targeted Nexus advanced feature Consult with Customer through a series of meetings to develop a thorough understanding of Customer’s Data Center Disaster • Provide recommended migration strategy to deploy Recovery design requirements as it applies to Unified Fabric targeted Nexus Advanced feature Architecture with a focus on concerns such as resiliency. disaster recovery. scalability. and availability targeted Nexus Advanced feature requirements.

identify exception areas. and configurations • Report describing test plan findings and recommendation changes SAN Optimization Services SAN Health Check SAN Assessment o Cisco will provide an analysis of the features and abilities Once per year. topology. This consulting role compliments expertise goals and activities already provided and available as part of other • Assess and analyze effects of new requirement on existing Cisco Advanced Services. Protocol Analysis and Network Management Data Center or architecture. vacation. withheld. and architectural bottlenecks Controlled Doc. Checks are structured to service instances within a single and Nexus. of the MDS platform for optimal deployment and based data center architecture assessment to facilitate proper configuration: changes in the existing environment. analyze device configurations and resource utilization resiliency. Nexus Health Check and identify gaps in the adoption of a Cisco DC technology through current assessment of the design and future goals o Review your Data Center Nexus family switches. Designs for ANS. Periodic activities may include available. Unified Computing families of products are data center environment. protocols. SAN. and agility (pending local work restrictions) during Standard Business Hours excluding Cisco holidays. Cisco will provide Customer with a product. Provide a review of best practices for the SAN environment and discuss areas for increasing architectural resiliency. #EDM-105522811 Ver: 12. applying Cisco leading practices. and availability of Customer’s d DC parameters technical Infrastructure o Provide informal support for incremental changes to • Develop Stability Analysis and Recommendations report device configuration or architecture which typically includes summaries of the following network-level information: Software. • Review report on the environment as evaluated against best practices SAN Architecture Review Nexus Onsite Consultant Support Review of current MDS SAN environment configuration and surrounding infrastructure with recommendations based on Provide on-going. for Services. Onsite Consultant Support is available up to five days per week availability.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Hardware. configuration issues. or audited. environments • A detailed technical assessment of Customer-specific DC guided by Customer needs and concerns. collecting via subject matter experts and application of leading performance-related data. Any Customer directed tasks to be performed by the Advanced Services Engineer are o Review Customer provided test plans for thoroughness subject to Cisco approval. flexibility. Onsite Nexus Consulting Support is only available to • Provide test plan templates certain geographic locations and will be specified in the Quote • Analysis of requirements such as platforms. locally recognized country Test Plan Review holidays. This service provides a Cisco environment and develop a future deployment roadmap consultant presence. which shall not be unreasonably and effectiveness of planned testing. Nexus Health technology infrastructure design.doc . and Matter Expertise. current state configurations and practices to Cisco design principles. o Provide informal support for incremental changes to the Environment. • Assess current disaster recovery process and provide A Quarterly Business Review is conducted to plan how best to recommendations to optimize disaster recovery capability use Nexus Onsite Consultant Support in the following quarter and procedures for Cisco MDS hardware products and review how effective the support has been in the previous quarter. • Proactive recommendation to improve the performance. onsite consulting support in the form of a leading practices designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to provide Nexus Subject • Review of Customer’s design requirements. with specialist Nexus knowledge. priorities. as part of a periodic examination of post deployment. deployments. Memory. Page 16 of 48 • Assess current environment to support planned changes. and training days. • Collect performance data. which may include: • Review of existing SAN infrastructure for adherence to best practices. security. on-site including recommending an architecture for Unified Fabric as part of the Customer’s team to participate in and advise.

etc. determine the data migration method(s) best suited for • Ongoing support for incremental changes to the FCoE migrating the environment which could include but not environment limited to: • Data Mobility Manager (DMM). device configuration or architecture o Perform a SAN and Storage discovery of the Customer’s o Proactive Software Recommendation Report environment using the following methods: • Review provides strategic and tactical approach to • Data Center Analytics Framework (DCAF) to discover managing current and future software levels SAN. • Final data sync between old and new storage array • Host cutover to new storage Storage Capacity & Impact Analysis • Application testing on new storage o Clean-up legacy storage environment after successful o Cisco will provide an analysis of the Customer’s storage data migration array infrastructure to for optimal deployment and configuration: FCoE Support • Storage capacity utilization • Allocated but unused storage o Using leading practices. This will include a o FCoE Ongoing design support High Level Plan and ROI Analysis • Provides detailed design reports on data center o The findings will be presented via an Impact Analysis architecture components Executive Summary Presentation. Data Migration virtualization. vmWare Storage vMotion. and fabric binding. TrueCopy. SRDF. current status of (async replication) environment. determine application dependency • Reports examine production configurations and compare mapping (ADM). disaster recovery. Page 17 of 48 • Recommend new features and configuration updates to • Target storage environment configuration and setup ease day-to-day SAN operational requirements • SAN configuration changes to support replication o Cisco will provide a SAN Health Check Report that • Kick off data replication in advance of migration window includes an executive summary. and host specific information • Assists in defining feature requirements and performance • Storage array specific collection and management tools and availability objectives as they relate to software • SAN specific collection tools strategy o Working with application owners and system • Comprehensive reports for each software track administrators. o Scheduled change support. scalability. determine • Recommendations for software modifications as SAN extension requirements to support migration necessary o Based on the discovery and review with Customer. Channel and CUP • Host-based tools. IPL files. business continuance. VSANs. • Provides recommendations for resiliency. based upon industry best practices.) requirements such as Control Unit. o Provide a High Level Design documenting the architecture o Create migration Move Groups and features to support the Customer’s FICON • Identify the number of migration windows requirements • Amount of storage per migration window o Provide a Low Level FICON Design document that • Application and host to move in move group documents the individual feature and switch configurations o Setup the migration environment: such as interfaces. storage array.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. GlobalMirror. Cisco fabric-based data FICON Support migration tool • Storage array-based migration: Array-vendor specific o Consult with the Customer to document their FICON migration tool (i. network. the Cisco FCoE Support Service • Current storage process maturity identifies gaps in the Customer’s FCoE infrastructure and o Cisco will provide a Prioritized Action Plan highlighting provides: those areas within the storage array infrastructure o FCoE Assessment requiring immediate remediation. self-recovery. them to Cisco’s leading practice recommendations o For long-distance data center migration of data.doc . o Document the requirements in a Customer Requirements • Tape backup and restores Document • Other host based methods such as rsync..e. Customer requirements analysis. Controlled Doc. and application traffic requirements • Provides detailed design reports on FCoE environments o Cisco will consult with Customer via a series of meetings o Software strategy support to develop a thorough understanding of Customer’s data • Ongoing software support for incremental changes to migration requirements. operating system LVM mirroring techniques. host requirements. findings o Support migration window activities and conclusions. #EDM-105522811 Ver: 12. • Provides a list of recommendations based on analysis of o A Reference Architecture will be provided highlighting Customer’s environment and comparison against best capacity and growth options for the array infrastructure practices.

The Cisco Data Center Modular Knowledge Service (“MKS”) • Assist Customer in the implementation of Cisco SAN provides Customer with access to design tips.doc . Page 18 of 48 o Provide Knowledge Transfer as to the operation of a • Review of existing SAN infrastructure for adherence to FICON enabled MDS infrastructure.White Papers topology. • . • Consult with the Customer to determine appropriate event Access to the foundational Network Infrastructure Modular criticality and triage.Design Guides advanced SAN extension technologies such as Cisco IO • . DWDM. Customer’s enterprise integration needs. leading practices. to identify current practices and recommend changes within the SAN environment. o Document the Customer’s SAN alerting and monitoring • Provide alternate SAN Architectural Proposal (Architecture requirements. and architectural bottlenecks • Take in account both the architectural and the operational SAN Management & Monitoring requirements while designing the new MDS based infrastructure. The Content in the library is made Customer with integration of alerting to third party network available by Cisco to a number of Authorized Viewers through management system platforms. specific content o Assess underlying network for SAN extension readiness. • . methodologies.Video and audio clips (different from the Multimedia needs change and detailed software upgrade impact Clips) analysis for Cisco SAN Extension technologies. • . and foundational concepts related to Cisco • Provide guidance and reference material to assist products and technologies. interface and switch configurations. configuration issues. including providing access to the • Software upgrade impact analysis following: SAN Extension (FCIP.Configuration Guides Accelerator. and blue print) using Cisco MDS and/or Nexus platforms. Customer is responsible for environment. such as physical and logical • . • Assist in tuning the performance parameters specific to • Assist in account creation for the Portal. Cisco platform alerting features. remotely. Knowledge Service is provided with each subscription to the o Provide ongoing support Data Center Modular Knowledge Service at no additional • Design optimization to meet the Customer’s changing charge. best practices. Controlled Doc. security. • .0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. network connection. IOA) • Multimedia Clips: o Consult with the Customer and document SAN extension • . SAN Assessment Service for Brocade SANs • Provide a training session to Customer point(s) of contact o Conduct a SAN Assessment of the current Brocade SAN for the Authorized Viewers. addressing.Technical Tips management solutions for Cisco SAN Extension • . • Sidebar Content: o Provide a detailed design report documenting the SAN extension configurations. disaster recovery and • -Service deliverables archive – Customer-specific/account data mobility.Deployment Guides topologies. alerting needs • Assist the Customer in testing and tuning the alerting • Make the Content available. o Provide a detailed design report with recommended Cisco Data Center Modular Knowledge Service (MKS) monitoring architecture and best-practice alerting configurations. to the number of thresholds. Authorized Viewers.Online textbooks and/or manuals o Provide ongoing design optimization as the Customer’s • .eLearning courses Identify any gaps and recommendation remediation to support the Customer’s SAN extension needs. IP address assignment and any required firewall or access control list changes required on Customer’s network in order for the end-users to access the Portal. #EDM-105522811 Ver: 12. alerting features and functionality.Case Studies • Assist the Customer in planning and implementation of • . a secure web-based portal (“Portal”).VoD/AoD technical talks drivers such as business continuity. which may include: • Hold a “Demo Day” to train and demonstrate the tool for Customer’s Authorized Viewers. prior to use during the Customer's SAN extension requirements and unique the duration of the Service.Training Documents • Consult with the Customer on best-practice SAN • .

Incident. Problem. Cisco will make any Updated Content available to Customer as a part of the Instrumentation Audit Services. o Current state review and implementation plan to apply Service Asset & Configuration. together with recommendations to optimize operation of Cisco recommendations to further improve operational visibility technology (network. The Updated Content will exclude the previously-released Multimedia Clips and Sidebar Content o Maximize operations visibility of Cisco devices in the data (where applicable) that the Updated Content was intended center infrastructure by reviewing instrumentation related to supersede. cross- • Analyze issues submitted to Cisco through provided e-mail functional team workshops alias tkl-support@cisco. storage and compute health checks and other recommendations for changes to operations processes services.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. update and/or • Supporting process documentation remove previously-released Multimedia Clips and/or • Review of recommendations Sidebar Content (“Updated Content”).doc . and operational requirements • Collaboration with Customer to evaluate the potential • Analyze existing toolset’s capability to meet operational impact of the proposed changes requirements • Review implementation procedures and provide remote • Presentation and review describing findings. Change. Performance and Capacity Management. Page 19 of 48 • Host Content and provide preventative maintenance in o Determine how best to prepare to operate/manage new accordance with Cisco’s normal maintenance schedules Cisco technologies being introduced into the data center and procedures. storage and compute) to maximize IT into the environment. Knowledge. Uses output from individual • Presentation and review describing findings. together with assistance for Customer to resolve problems during a roadmap for recommended changes to the toolset that release updates will optimize the visibility and control of the data center environment Major Software Upgrade Support Operations Support Plan Controlled Doc. used. Provide recommendations and leading practices to maximize operations visibility into the environment. that will optimize the operation of Cisco technology to • Collect and analyze relevant configuration information maximize IT service availability using a variety of collection and analysis tools • Document findings and identify possible risks to Management Solution Architecture infrastructure resiliency that may impact IT service availability o Review current toolset to provide recommendations to • Produce Resiliency Improvement Roadmap report optimize visibility and control of a virtualized data center environment. #EDM-105522811 Ver: 12. together with network. Customer should discontinue any use of the configuration and how instrumentation features are being superseded Multimedia Clips and/or Sidebar Content.com. environment. Areas of focus may include Event. Takes a holistic view across all management Minor Software Upgrade Support tools used across the data center architecture. Service availability. IT Service minor release update to existing operations product toolset Catalog. • Skills matrix • Workflow diagrams • Updated Content: Cisco may revise. • Analyze device management feature configurations Cisco Data Center Services for Operations Enablement • Ascertain via meetings / interviews / documentation the instrumentation collection options deployed in the Operations Audit environment o A review of current operations processes to provide • Presentation and review describing findings. • Identification of operational requirements • Organization structure diagrams • Provide technical assistance to Customer as Cisco may • Roles & responsibilities matrix deem necessary to properly provide the Services. • Kick off meeting to review service deliverable and Resiliency Analysis methodology with key Customer stakeholders • Schedule and conduct onsite interviews o Provide resiliency analysis across the whole data center • Review and analyze Customer provided documentation architecture (holistic view). Activities and deliverables may include: • Collaborative onsite and remote Cisco-led. as well as support for the operations toolset Automation / Orchestration and Billing & Chargeback • Validate upgrade path for product(s) • Create a holistic view of the current IT services • Document upgrade plan for Customer management toolset.

integrations and conference calls to review Customer’s ITSM status. toolset including upgrade support. #EDM-105522811 Ver: 12. maintain the existing functionality.services for individual products may vary for Subject Matter Expert Consultant will be provided to each theater and will be determined by each theater delivery supplement Customer personnel and to perform tasks. § Review Customer’s existing production functionalities. • Document procedure(s) and/or process(es) for use in Customer environment • Deliver and review run-book(s) or standard operating procedure(s with Customer Cisco Data Center Intelligent Automation Services ITSM Residency The Cisco Intelligent Automation (IA) Services will provide the following services for individual products that are part of IA • An on-site resident Cisco IT Service Management (ITSM) product portfolio . problem management and continual service improvement. device / technology / IT service o Understanding of the Networking. release environment.doc . with a focus on concerns understand and analyze aspects of Customer’s current in focus areas such as change management. • Provide remote assistance for Customer to resolve o Facilitate standardization and adoption of ITSM problems with changes during a release update processes within Customer Operations organization. o Assess program growth and expansion o Participate in extended team status calls and planning meetings. The Cisco Intelligent Automation (IA) Services will provide After hours support available upon mutual agreement assessment and support services to determine the impact and within scope of engagement effort associated with upgrading Customer’s existing o Consult with Customer staff to develop an production instance from version XXXX.x understanding of Customer’s ITSM process and tools Cisco will consult with Customer via a series of meetings to design and implementation. service & validation testing. Data Center and Cloud technology stack • Define operational function(s) and technology(ies) for o Understanding of multiple ITSM and development which run-book(s) or standard operating procedure(s) will methodologies which may include eTOM. assist in providing consulting support.x to version XXXX. • Validate upgrade path for product(s) • Document upgrade plan for Customer • The typical skill set and role of the Consultant(s) provided • Collaboration with Customer to evaluate the potential by Cisco to provide ITSM expertise may include: impact of the proposed changes • Test upgrade / backup-restore function(s) as required o Plan. transition planning & support. including comparison against other book(s) or standard operating procedure(s) that addresses industry operations maturity benchmarks. o Participate in on-site meetings and periodic including standard product configurations. be produced TOGAF and DevOps as well as ITIL. & deployment management. incident management. • Recommend a test plan for the upgraded tools before they o Serve as an advisor role to Customer in regards to are rolled into the production environment operations excellence and/or operations transformation. customizations to determine the actions needed to planning and the IT Services being provided.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. o Monitor a Customer-specific Cisco email alias to facilitate communication with Cisco designated § Review current platform and hardware components to Services team ensure accurate sizing o Identify deliverables necessary for successful service o Includes platform matrix validation transition to Operations. major release upgrade to existing operations product o Consultant may utilize Customer provided data. Page 20 of 48 o Current state review and implementation plan to execute o Participate in and/or facilitate Agile Scrum activities. Operational Process or Runbook Update o Provide Cisco and industry best practices to Customer regarding infrastructure and or IT service o Assistance in development / documenting operational run. lead. knowledge Upgrade Assessment activities may include: management. design and/or lead in the development of ITSM • Review the implementation procedures processes identified above. COBIT. which may include: Upgrade Assessment/Support o Provides targeted consulting support as directed by Customer during Customer’s normal business hours. Includes upgrade scripts or internal process and tools documentation to testing as appropriate. Controlled Doc. a specific operational or technical procedure for a given o Articulate "as a Service” industry practices. operations.

integrations and assess needed • Understanding and managing system growth changes to ensure continued compatibility and • Review existing monitoring and reporting capabilities and performance. providing general advice upgrade support service(s) to upgrade production and guidance related to Customer’s IA environment. Cisco may provide Customer with following Cisco IAC Health Check service(s) to production and/or non- The Cisco Intelligent Automation Site and Systems production Cisco IAC environment(s). provide expert analysis and insights that addresses technical health of Customer’s orchestration infrastructure § Devise plan documenting findings and recommendation • Participate in system build and document the configuration that includes one or more of: of the system • Document best practices for disaster recovery o Detailed impact. and product defects § Support Customer during the test execution The Cisco Intelligent Automation for Cloud (Cisco IAC) will provide assessment and support services to determine the § Support Customer in migrating Test and Production impact and effort associated with upgrading Customer’s environment existing Cisco IAC production instance from version XXXX. as version XXXX. Site and Systems Administration Support Once per year.X environment Advanced Services Engineer are subject to Cisco approval. Cisco may provide Customer with following primary interface with Customer. effort and changes associated Cisco will provide remote support for the following activities with utilizing new features and functions that are part of that are generally performed: the new IA software release. designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as the Once per year. § Document the applicability.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. which shall not be unreasonably withheld. five days per week (pending local work restrictions) during Standard Business Hours excluding Cisco holidays. Cisco will consult with Customer via a series defined during scoping of Upgrade Project. analysis. Provide advanced technical support through a combination of o Plan and effort to remedy any issues uncovered during onsite and/or remote technical architects review process. of meetings to understand and analyze aspects of Customer’s current Cisco IAC environment. and training days. and o Liaise with TAC on support issues related to recommendations. Customer directed tasks to be performed by the § Assist in upgrading to IA product XXXX. o Performance reviews o Interactive presentation of findings. • Monitoring of system activity § Review customizations.doc . with stable and scalable operations. Page 21 of 48 § Review new product features. benefits administrators responsible for the configuration.x. It provides and new application software versions and assess impact expert help to ensure day-to-day data center orchestration on existing configurations including potential fitness for infrastructure operations using various IA products run use with Customer’s existing implementation smoothly and efficiently. § Establish best practices for planning and running a IA product upgrade Cisco Intelligent Automation for Cloud § Analyze issues encountered and help categorize them into Upgrade Assessment/Support enhancements. o Contingency and rollback plans to restore the software to o Provide periodic review of environments its original version o Perform system health check reviews o Plan and effort to utilize new desired product features.x to § Executing on any post-production support activities. providing planning and resourcing Onsite IA Consulting Support is only available to certain for third party integration and product customization. deployment issues. product changes. Customer is paying for the third party engagement. § Work with a third party. recommended strategy and estimate the level of effort required to complete the upgrade. administration with Customer describing differences between existing and maintenance of IA product implementation. vacation. Administration Support service is designed for site Controlled Doc. onsite consulting support in the form of a uncovered during review process. #EDM-105522811 Ver: 12. up to environment(s). locally Upgrade Support activities may include: recognized country holidays. geographic locations and will be specified in the Quote for where the Customer has engaged the third party and the Services. customizations or integration points o Recommend a plan and effort to remedy any issues o Ongoing. Ongoing Support o Review of Customer’s project staffing capabilities and available resources/skill sets.

integrations and environment customizations to determine the actions needed to § Executing on any post-production support activities. that require additional examination guided its original version by Customer needs and concerns. recommended strategy and estimate the • Manage configuration files for web server. analysis. queue § Complete review sessions with Customer’s project team and groups on their steps taken to date and current status. § Support Customer during the test execution § Review Customer’s existing production functionalities. Checks are structured to service instances within a single o Interactive presentation of findings. It provides use with Customer’s existing implementation expert help to ensure day‐to‐day data center orchestration infrastructure operations using Cisco IAC run smoothly and § Review customizations. custom styles and authorization structures • Creating and managing organization units. o Contingency and rollback plans to restore the software to environments. upgraded Cisco IAC software. and data center environment. directory integration as appropriate o Detailed impact. Cisco may provide Customer with following § Analyze issues encountered and help classify them into upgrade assessment service(s) to upgrade production and/or enhancements.X environment against best practices and expected server response including third party integration and product customization times. Cisco will provide remote support for the following activities § Determine the feasibility. with stable and scalable operations. administration on existing configurations including potential fitness for and maintenance of Cisco IAC implementation. o Develop report on the environment as evaluated § Assist in upgrading to Cisco IAC XXXX. application level of effort required to complete the upgrade. Cisco may provide Customer with following o Review current platform and hardware components to upgrade support service(s) to upgrade production Cisco IAC understand any sizing and product compatibility environment(s). planned. people. effort and risk associated with that are generally performed: utilizing new features and functions that are part of the • Perform site administration that includes site settings. integrations and assess needed efficiently. integrations and customizations Once per year. Page 22 of 48 o Plan and effort to remedy any issues uncovered during o Review current configuration of Cisco IAC solution as part review process. catalog governance Controlled Doc. as maintain the existing functionality. Periodic activities may include: recommendations. benefits The Cisco Intelligent Automation for Cloud (CIAC) Site and with Customer describing differences between existing Systems Administration Support service is designed for site and new application software versions and assess impact administrators responsible for the configuration. data sources and logging o Review of Customer’s project staffing capabilities and • Provide periodic reporting and analytics available resources/skill sets. • Ongoing maintenance tasks such as tuning system and database for application performance. or audited. § Support Customer in migrating Test and Production including standard product configurations. resulting in • Configuration management best practices and overview of an assessment of recommended next steps and upgrade service catalog plans. #EDM-105522811 Ver: 12. Site and Systems Administration Support § Review new product features.doc . standard product configurations. o Recommend a plan and effort to remedy any issues o Review and analysis of Cisco IAC solution’s including uncovered during review process. • Troubleshooting services such as role and permission issues § Devise a plan documenting findings and recommendation • Provide architecture support that includes deployment that include: topology and platform support. product changes. of a periodic examination of post deployment. issues with third party applications. § Establish best practices for planning and running a Cisco IAC system upgrade Once per year. Cisco IAC Health o Plan and effort to utilize new desired product features.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. server. § Review current platform and hardware components to understand any sizing and product compatibility issues with third party applications. changes to ensure continued performance. deployment issues. and product defects non-production Cisco IAC environment(s).

up to five days per week (pending local work o Review of Customer’s project staffing capabilities and restrictions) during Standard Business Hours excluding available resources/skill sets. Onsite IA Consulting Support is only available to certain geographic locations and will be specified in the This service will provide support to assist Customer with Quote for Services. which shall not be unreasonably Ongoing Support withheld. Page 23 of 48 and managing cross-environment migration. onsite consulting support in plans. on their steps taken to date and current status. providing general o Detailed impact. A Quarterly Business Review is conducted to plan how best to Upgrade Assessment/Support use Ongoing Support in the following quarter and review how effective the support has been in the previous quarter. product changes. integrations and data center management automation requirements. Cisco will week (pending local work restrictions) during Normal Business consult with Customer via a series of meetings to understand Hours excluding Cisco holidays. This service provides a Cisco consultant Cisco products and is only available where all Product(s) in with specialist Cisco IAC knowledge as part of the Customer’s Customer’s Network is supported with a minimum of core team to participate in and advise on all aspects of fully services (such as SMARTnet and/or Software Application leveraging the Customer’s investment in Cisco IAC products. Cisco will provide assessment services to: Designate an engineer (“Advanced Services Solution o Review Customer’s existing production functionalities. Environment. understand any sizing and product compatibility issues with third party applications o Participate in periodic conference calls (usually weekly) to o Review new product features. the form of a designated engineer (“Advanced Services o Devise a plan documenting findings and recommendation Engineer”) onsite at Customer’s designated location to act that include: as the primary interface with Customer. environment. vacation. Customer directed tasks to be and troubleshooting tools/techniques performed by the Advanced Services Engineer are subject to Cisco approval. customizations to determine the actions needed to o Participate in regular visits to the Customer either via maintain the existing functionality. effort and risk associated with o Make collaboration tools available for the purposes of utilizing new features and functions that are part of the (including but not limited to): hosting meetings. Services) as applicable. general advice and guidance on Cisco recommendations around Cisco IAC solution to implement fully featured private. desktop sharing. service catalogs. changes to ensure continued performance. managing upgraded CNOAS software. and training days. Cisco holidays. planning and the with Customer describing differences between existing Services being provided. Architect”) to act as the primary interface with Customer for its including standard product configurations. monitoring vacation. and o Complete review sessions with Customer’s project team collaborative spaces. #EDM-105522811 Ver: 12. locally recognized country holidays. provide ongoing. The Cisco Network Operation Automation Service (CNOAS) will provide assessment and support services to determine the This service will include support and technical leadership from impact and effort associated with upgrading Customer’s an Advanced Services Engineer available for five (5) days per existing CNOAS solution to appropriate new version.doc . and new application software versions and assess impact on existing configurations including potential fitness for o Monitor a Customer-specific Cisco email alias to facilitate use with Customer’s existing implementation communication with primary Advanced Services Engineer o Review customizations.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. documentation. resulting in an assessment of recommended next steps and upgrade o Optionally. integrations and assess needed as well as the engineers on the Cisco’s Data Center team. addressing the The Cisco Network Operations Automation Service is intended management automation requirements. o Determine the feasibility. integrating Cisco best practices with the Customer’s This consulting role complements expertise and activities operational process and tool environment. recommended strategy and estimate the advice and guidance related to Customer’s IA level of effort required to complete the upgrade. public or hybrid cloud solutions that include Customer-specific Cisco Network Operations Automation Services cloud portals. This service is already provided and available as part of other Cisco intended to supplement a current maintenance agreement for Advanced Services. instant messaging. phone. and orchestration workflows to transform the automation capabilities in a wide spectrum of existing Customer IT infrastructures. locally recognized country and analyze aspects of Customer’s current CNOAS holidays. benefits review Customer’s data center status. to automate proactive and reactive network operations tasks. Controlled Doc. and training days. email or in-person to review proactive deliverables o Review current platform and hardware components to and activities and to plan for next quarter.

and configuration changes CNOAS environment(s): • Provide knowledge transfer of CNOAS Best Practices • Provide one (1) upgrade for each production CNOAS • Provide periodic status report to management on tasks element(s) delivered and recommendations • Provide testing of all Production CNOAS Fault tolerant environment elements (Primary Master. targets) o Recommend a plan and effort to remedy any issues The quantity of any reporting and efforts for upgrade and uncovered during review process. This engineer would be available for five (5) days maximum of five (5) business days: per week (pending local work restrictions) during Normal • For each environment that is candidate for upgrade. adapters. Page 24 of 48 o Plan and effort to remedy any issues uncovered during architecture. targets).doc . and • Provide testing of upgraded component connectivity (CPO. etc. operating system (OS). agent/adapter to be used in the CNOAS solution. Backup Master The quantity of any reporting and efforts for site and system and Fault Monitor) administration activities described herein will vary depending • Provide fix of any corruptions found during the validation on Customer requirements and what Customer and Cisco • Provide upgrade of up to five (5) desktop client(s) in mutually agree upon when Services are purchased as production environment identified in the Quote provided by Cisco. analysis. workflows in CPO o Contingency and rollback plans to restore the software to • Review and provide recommendation on Customer its original version developed contingency plan o Plan and effort to utilize new desired product features. A maximum of twenty (20) custom up to 5 workflows within up to a maximum of five (5) workflows support will be provided. or update user account information. This service will provide support to assist Customer with o Once per year. database (DB). Cisco may provide Customer with an of the system provide the following upgrade service(s) on site for up to a • Implementation of approved operating system updates. vacation.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. #EDM-105522811 Ver: 12. Support Cisco will provide support for the following responsibilities Customer during the test execution that are generally performed: o Provide fix of any corruptions found during the validation • Perform routine audits of CNOAS solution o Provide one (1) knowledge transfer session for up to a • Perform backups of CNOAS solution maximum of twelve (12) Customer participants at • User management and user security administration such Customer facility. business days to upgrade non-production CNOAS environment(s): Site and Systems Administration Support o Provide one (1) upgrade for each non-production CNOAS • Cisco will consult with Customer to support Site and element(s) System administration that is process of maintaining and o Provide testing of upgraded environment by executing one operating computer systems and networks as part of (1) of each software element and one (1) of each CNOAS solution (CPO. database. for up to one (1) day as add. recommendations. • Provide fix of any corruptions found during the validation o Interactive presentation of findings. and review process. remove. locally provide health and risk assessment of Customer recognized country holidays. email or in-person to review proactive deliverables Controlled Doc. reset o Test upgrade and the differences between the prior passwords. Business Hours excluding Cisco holidays. Cisco may provide Customer with following mutually agree upon when Services are purchased as upgrade service(s) on site for up to a maximum of five (5) identified in the Quote provided by Cisco. • Participate in regular visits to the Customer either via phone. database. CNOAS version and the upgraded CNOAS version • Tune system performance o Reach agreement on the actual location and the commencement date for the knowledge transfer session • Routine tasks to operate the CNOAS solution within five (5) business days prior to the start of the • Provide architecture blueprint for CNOAS solution upgrade engagement • Participate in system build and document the configuration o Once per year. assessment activities described herein will vary depending on Customer requirements and what Customer and Cisco • Once per year. business days per workflow o Once per year. maximum of five (5) business days to upgrade production patches. adapters. • Provide cut over support for each upgraded production environment(s) • Provide post go live support for up to 10 business days Ongoing Support and assist in resolving any upgrade related issues during go live. Cisco may provide the following upgrade • Designate an engineer (“Advanced Services Engineer”) to service(s) on site for both production and non-production act as the primary interface with Customer for its CNOAS CNOAS environment(s) mentioned above for up to a solution. Cisco may provide workflow customization general advice and guidance on Cisco recommendations for mutually agreeable Customer pain points identified for around CNOAS solution. and training days. environment for the current CNOAS configuration.

o Provide ongoing support and project management to Respond to Customer emails within 24-48 hours with assist with the overall delivery of the Data Center acknowledgement and start working with Customer on the Optimization Service for incremental changes to the plan to address the topic of the email. Page 25 of 48 and activities and to plan for next quarter. All TES components.Hardware setup and and receipt of an error report from Customer containing a detailed description of the nature of the defect or error in the server application. Notification Process. instant messaging. provided by Cisco.doc . job volume. Security. #EDM-105522811 Ver: 12. questions. relevant information sufficient to enable Cisco to reproduce the Master. Queues and agent outage management Upon identification of a problem related to Customer solution o Server/Hardware Assessment . work-around or following items: patch to correct or alleviate the condition reported o Tidal Enterprise Scheduler Architecture Prepare & Present QBR o Assessing the existing staff supporting the TES application and provide training recommendations o Schedule with Customer up to four (4) quarterly visits per o Existing Jobs setup and processes defined in TES year (not to exceed eight (8) days in aggregate) to o Provide recommendations to adhere to best practices Customer's site to review Deliverables and activities and o Provide Tidal server tuning recommendation based on plan for the next quarter.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Cisco will provide Customer with an collaborative spaces. The workshop plays a will be mutually agreed at Cisco’s then-current travel and vital tool for generating recommendations that optimize the labor rates. planning and the services being provided. managing documentation. Supporting software prerequisites.Day 2 Reactive view and its usage efficiency. product-based assessment to facilitate proper changes in the existing environment. Cisco may provide Customer with the following upgrade service(s) on site for up to a maximum Controlled Doc. and o Once per year. and user interaction agreed upon at Cisco’s then-current travel and labor rates. • Monitor a Customer-specific Cisco email alias to facilitate Ongoing Service and Project Management Support communication with primary Advanced Services Engineer as well as the engineers on the Cisco’s CNOAS team. Cisco recommendations around CNOAS solution • Participate in periodic conference calls (usually Bi-weekly o Document findings including any gaps and recommended or Monthly) at mutually agreeable time for an hour to actions for the CNOAS solution workflow development for review Customer’s CNOAS solution status. • Advanced Services Engineer will provide general advice and guidance to lead the delivery of the CNOAS solution Cisco Workload Automation Services ordered by Customer. Additional visits will be mutually application performance. bypass. value gained from the automation process and provide a • Ongoing support service’s scope focuses on content and technical blueprint. Agents and Database error in order to verify its existence and diagnose its cause. Job activity Custom Solution Support . business and IT stakeholders to identify pain points in Customer’s network environment. • Provide system health check services for the Tidal Cisco will use reasonable commercial efforts to furnish Enterprise Scheduler. Default Configuration. Events/Actions. desktop sharing. • Make collaboration tools available for the purposes of Assessment (including but not limited to): hosting meetings. Global Configuration. which may include: The quantity of any reporting and efforts for ongoing activities • Provide server side and application assessment of the described herein will vary depending on Customer Customer environment by performing detailed analysis of requirements and what Customer and Cisco mutually agree the following topics and provide recommendation: upon when Services are purchased as identified in the Quote o Application Assessment . Additional visits automation goals and objectives.Current job setup. o The quantity of any reporting and efforts for assessment activities described herein will vary depending on Workshop Customer requirements and what Customer and Cisco mutually agree upon when Services are purchased as o Conduct a workshop for up to two (2) working days with identified in the Quote provided by Cisco. Variable usage. Upgrade Assessment/Support o Review with Customer their network’s current capabilities and discuss possible capabilities with help of CNOAS • Once per year. In-person visits solution that allows the team to identify the desired not to exceed five (5) days in aggregate. CNOAS environment. address automation process. the conditions under which it occurs and other Database usage and growth. Client. solution. Health check will include the Customer an avoidance procedure.

and configuration changes type defined. execution Administrator. security administration. adapters. (1) of each job type and one (1) of each agent/adapter patches.doc . Jobs alerts and o Provide fix of any corruptions found during the validation notifications. planning and the o Provide testing of all Production TES elements (Primary services being provided. History and log retention settings. Backup Master and Fault Monitor if applicable) • Monitor a Customer-specific Cisco email alias to facilitate o Provide upgrade or installation of client manager in communication with primary Advanced Services Engineer production environment as well as the engineers on the Cisco’s Tidal Enterprise o Provide cut over/post go live support for each upgraded Scheduler team. Master. Cisco may provide Customer with the Scheduler solution. purchased as identified in the Quote provided by Cisco. Operator o Provide one (1) knowledge transfer session for up to a o Provide periodic status report to management on tasks maximum of twelve (12) Customer participants at delivered and recommendations Customer facility. o Provide upgrade or installation of client manager in non o Job setup and maintenance of jobs and schedules production environment o Perform routine tasks to operate the Workload Automation o Provide testing of upgraded component connectivity Solution (master. Controlled Doc. address questions. proprietary internal database corruption checker tool • Ongoing support service’s scope focuses on content and (DBCC) for each upgraded TES environment Cisco recommendations around Tidal Enterprise o Provide health check and risk assessment of Customer Scheduler solution environment for the current TES configuration. Support Customer during the their test o Provide training for the following: Intermediate. Respond to Customer emails within 24- production environment(s) 48 hours with acknowledgement and start working with • The quantity of any reporting and efforts for upgrade Customer on the plan to address the topic of the email. job setup. locally Enterprise scheduler Environment (TES) environment(s): recognized country holidays. and training days. agents. assessment/support activities described herein will vary • Advanced Services Engineer will provide general advice depending on Customer requirements and what Customer and guidance to lead the delivery of the Tidal Enterprise and Cisco mutually agree upon when Services are Scheduler solution ordered by Customer. client managers) o Provide architecture blueprint for Workload Automation Solution. Advanced. vacation. o Reach agreement on the actual location and the Ongoing Support commencement date for the knowledge transfer session within five (5) business days prior to the start of the Designate an engineer (“Advanced Services Engineer”) to act upgrade engagement as the primary interface with Customer for its Tidal Enterprise o Once per year. for up to one (1) day consisting of • The quantity of any reporting and efforts for site and information concerning the following topics: systems administration support activities described herein o Test upgrade and the differences between the prior TES will vary depending on Customer requirements and what version and the upgraded TES version Customer and Cisco mutually agree upon when Services o Tidal Transporter upgrade new features and best practices are purchased as identified in the Quote provided by if applicable. o Provide testing of upgraded environment by executing one o Implementation of approved operating system updates. This engineer would be available for five following upgrade service(s) on site for up to a maximum (5) days per week (pending local work restrictions) during of seven (7) business days to upgrade production Tidal Normal Business Hours excluding Cisco holidays. #EDM-105522811 Ver: 12. o Provide one (1) upgrade for each production TES • Participate in regular discussion with the Customer either environment(s) via phone or email to review proactive deliverables and o Provide database integrity validation using Cisco activities and to plan for next support session. • Participate in periodic conference calls (usually Bi-weekly o Provide fix of any corruptions found during the validation or Monthly) at mutually agreeable time for an hour to review status. Cisco. Page 26 of 48 of four ( 4) business days to upgrade non-production Tidal Enterprise scheduler Environment (TES) environment(s): o Provide one (1) upgrade for each non-production TES Site and Systems Administration Support environment (s) o Provide database integrity validation using Cisco • Cisco will consult with Customer to support the TES proprietary internal database corruption checker tool application.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Cisco will provide support for the following (DBCC) for each upgraded TES environment responsibilities that are generally performed: o Provide health check and risk assessment of Customer o Fine Tune TES master /components o Provide knowledge transfer of TES Best Practices for environment for the current TES configuration. database.

Cisco field team and Customer uncover a high level ROI for implementing a new energy management system. Furthermore. hardware o Energy Management features and functionality are compliance and configuration provide recommendations. instant messaging. information. / onsite load analysis. Customer Requirements Document (“CRD”) Development • Identify integration and aggregation points for energy • Collaborate with the Customer to remotely collect and domains across Building Management Systems. This application provides the Customer with an active tool to manage the energy usage of IT assets. Cisco will use reasonable commercial ROI for implementing a new energy management system. efficiency metrics. document Customer’s communicated business Compute and Storage. financial analysis is presented remotely during the assessment bypass. Page 27 of 48 • Make collaboration tools available for the purposes of Discovery and Information Gathering (including but not limited to): hosting meetings. reporting capabilities. • Review and assist Customer the high-level Network architecture and topology design. application. This is a high-level energy discovery typically requirements and what Customer and Cisco mutually agree for a subset of the larger IT architecture. and The remote energy discovery process is a low cost way for a collaborative spaces. desktop sharing. This software based • Assist the Customer in the creation of its high level Energy system leverages Cisco EnergyWise and provides for costs Management System design and as part of the and greenhouse gas savings related to the energy usage of IT collaboration: systems. work-around or patch to the Cisco-developed period. access requirements. observations. Floor Plans Transfer / Remote developed by Cisco in a previous service • Presales Coordination / Remote • Upon identification of a problem related to the Customer • Discovery and Information Gathering / Remote Access solution and receipt of an error report from Customer Required containing a detailed description of the nature of the defect • Provide a site survey report detailing the results of the or error in the solution. Electrical. hardware tiering. • Discovery and Information Gathering / On-site Connected Grid Energy Optimization Service (“EOS”) • Site Inventory Discovery / On-site • Requirements gathering & analysis / On-site Service Summary • Detailed IT and Facilities Components Assessments / On- site Connected Grid Energy Optimization Service provides for • Collaborate with Customer to determine Future State optimization of the use of energy by the information and Design / On-site communication technology infrastructure. This efforts to furnish Customer an avoidance procedure. IT and building business unit. • Discovery and Information Gathering / Remote Access Required • Requirements Gathering and Discovery / Remote Custom Design Day 2 Reactive Support • Asset Inventory Transfer / Remote • Qualification and Evaluation / Remote • This service applies to applications that have been • Mechanical. the conditions under which it energy discovery tool. The Energy Management tools and processes involve the collected data. occurs and other relevant information sufficient to enable Cisco to reproduce the error to verify its existence and The on-site energy discovery process provides for a detailed diagnose its cause. Compute and operations showing ROI and projected savings by Storage architectures for performance. Energy Management Assessment • Provide and maintain a Customer Requirements Document (“CRD”) that contains Customer requirements. This The quantity of any reporting and efforts for ongoing activities financial analysis can be presented remotely or on day 1 of on- described herein will vary depending on Customer site workshop. upon when Services are purchased as identified in the Quote provided by Cisco. larger IT architecture. managing documentation. requirements to be used by the high-level network design. This is a low-level energy discovery typically for the application to correct or alleviate the condition reported. energy reporting and management. • Financial modeling and analysis across facilities and IT o Review and analyze the existing Network. Network.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. required to meet business objective. • Review Customer designs for IT System application The Customer requirements may include: environment. the reporting and tracking of energy use is Controlled Doc. #EDM-105522811 Ver: 12. and the results installation and integration of a new energy management of the high level analysis during the duration of the service. Hardware and Software.doc .

Operational not be required to sign individual agreements with Assessment. • Report showing projected savings for additional sites as • Delete Customer account on cloud consumption web provided by client portal. Optimization) Customer or waive any personal rights. management program. Architecture) conform to Customer’s reasonable workplace policies. to Energy Management Support and Knowledge Transfer replace or reassign such personnel and/or subcontract to Once the energy assessment is complete. provided. The final deliverable document includes the cost • Provide periodic project progress report throughout the justification for the system. • Energy Management Report Compilation • Provide Customer Report . Reporting Templates • Ensure Cisco employees (including Cisco subcontractors) • Planning (Requirements. Integration. unless stated otherwise. Assessment. • Design & Build (Solution Design. however Customer shall operators. #EDM-105522811 Ver: 12. network and storage assets Project Completion • Data feed for data center digital signage • Report showing projections on energy savings over 3 year • Work with Customer to remove Data Collection Tool period for single data center from server. Domain Building. Knowledge Transfer • Participate in regularly scheduled meetings with the Customer to discuss the status of the Services. availability) • Manage project cost and resource budget.Executive Presentation • Cisco reserves the right to determine which of its personnel shall be assigned to a particular project. Page 28 of 48 supported. which may occur due to project • User training workshops delays due to such removal or reassignment of Cisco • Recommendations of organizational structure personnel. Remote changes to the schedule and the budget based upon the Knowledge Transfer Sessions are: agreed upon changes.doc . that Cisco’s personnel or subcontractors shall • Run & Optimize (Deployment Planning. • Recommendations on programmatic structure • Reporting templates for compute.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Cisco shall provide the following General Service provisions for Cloud Onboarding Automation Factory any Connected Grid Energy Optimization Service specified in the Quote: Ongoing Service and Project Management Support • Under this Service. Cisco shall provide the Connected Grid Energy Optimization Service during Standard o Provide ongoing support and project management to Business Hours. initial findings and user guide for performance of service. This program and training that is provided by Cisco be responsible for extra costs relating to such removal or have the following attributes: reassignment of Cisco personnel. Cisco shall not have any liability for any costs. the energy management system. • Data Aggregation. conditions and safety regulations that are consistent with Implementation) Cisco’s obligations herein and that are provided to Cisco in • Expense Assessment (Operational & Architectural writing prior to commencement of the Services. This program focuses on providing Should Customer request the removal or reassignment of Energy as a Service (Eaas) for energy managers and IT any Cisco personnel at any time. • IT assets utilization mapping • Supply Cisco project team personnel with a displayable • Efficiency Metrics Calculations form of identification to be worn at all times during services • Energy Management Strategy activities at Customer’s facility. assist with the overall delivery of the Cloud Onboarding Migration as a Service for use of the automated migration • Provide a single point of contact ("Cisco Project Manager") as a service tool. • Maintain project plan and risk management and change § Delivered in English (other languages subject to management processes. Controlled Doc. • Provide Customer satisfaction surveys to Customer. o Cisco will consult with Customer to identify requirements • Define and execute change management process which and topics for informal training sessions related to Cisco includes informing Customer of risks and negotiating Cloud Onboarding Migration as a Service solution. for all issues relating to the Services. the Cisco service qualified third persons part or all of the performance of any team will work with the Customer to develop a new energy Connected Grid Energy Optimization Service hereunder. Assessment) however.

including for example target Customer’s system via remote network connection to workload related configuration tasks. the onboarding automated migration as a service tool. telephone. and Cisco personnel will access only those systems authorized by Customer. Cisco cloud onboarding automated migration as a service Services include: tool. developed as part of the solution in existing network with no labs and no printed course materials environment. respond to Customer's requests. data transfer. Cisco may Systems Integration Support provide Customer with Cisco software to assist with problem diagnosis and/or resolution. Page 29 of 48 § Informal technical updates such as a “chalk talk” on a topic that is mutually agreed upon and relevant to the Day 2 Data Center Custom Workflow technologies in the data center. o Provide ongoing support to assist with migration tasks still remaining after usage of the cloud onboarding automated • Upon request from Customer. Cisco will guide the Customer to a fix in terms of an o Provide advice and guidance with respect to new releases avoidance procedure. Ongoing Tool Support . during Standard Business Hours. Customer with ongoing reactive support for custom workflow § Delivered remotely for up to four (4) hours in length. • Provide support via Cisco. Cisco will tool and the impact of such new releases on existing third identify if problem can be fixed by Cisco or provide party integrations. guidance to Customer that it requires third party to resolve Controlled Doc. where conditions under which it occurs and other relevant the Customer has engaged the third party and the information sufficient to enable Cisco to reproduce the Customer is paying for the third party engagement. This person has the authority to act on all aspects of the work being performed. Migration Support o Provide ongoing support to assist with workload migration • Designate a single point of contact for all Cisco issues encountered as output from the Cisco cloud communication during the problem resolution period. This person would have access to engineers familiar with the will be limited to providing support around migration issues Cisco IAC Custom Workflow. of the tool but not including migration challenges.com. § Service to be provided by an Advanced Services The Day 2 Data Center Custom Workflow Service provides Engineer or another senior Cisco engineer. tool with Customer operational support systems. Such Cisco software o Provide ongoing support and advice to aid integration of is the property of Cisco and will be returned to Cisco the cloud onboarding automated migration as a service promptly upon request. advice and report from Customer containing a detailed description of guidance for third party integration with the cloud the nature of the defect or error in the workflow. who will provide support and encountered during and after usage of the tool but not basic problem resolution services to Customer and including technical support issues. problem related to custom workflow and receipt of an error o Work with a third party. #EDM-105522811 Ver: 12. Cisco will access migration as a service tool.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. bypass. § Relevant to the Cloud Onboarding Migration as a Service solution – as deployed in Customer’s data Cisco IAC Day 2 Custom Workflow Support center Usage of Automated Workload Migration Toolset Cisco IAC Day 2 Reactive Workflow Support Service includes o Provide ability for Customer to perform migrations via the support of Cisco for the duration of the service contract. Cisco will respond within four (4) hours for Severity 1 o Provide ongoing support for technical issues encountered and Severity 2 calls and within twenty four (24) hours during usage of the Cisco cloud onboarding automated for Severity 3 and Severity 4 after Cisco TAC migration as a service tool. by Cisco TAC that problem is related to the custom workflow developed and put in production by Cisco. work-around or patch to of the cloud onboarding automated migration as a service correct or alleviate the condition reported. This is done with Customer’s workload installation and instantiation tasks permission only. and will not include implementation the current environment and Upon identification of a work. as appropriate. providing planning. This will be limited to providing identifies that problem is related to custom workflow support around technical issues encountered during usage for all calls outside Standard Business hours.doc . or electronic mail. and analyze problems. error in order to verify its existence and diagnose its cause. This onboarding automated migration as a service tool. • Cisco will respond to Customer with the following o The maximum number of migrations allowed is specified at response time for support calls and it was clearly identified time of order. This will be limited to providing advice and guidance on integration • Cisco will work with the Customer to capture data about options and design.

work-around • Designate a backup contact when Cisco contact is or patch to correct or alleviate the condition reported. Page 30 of 48 the issue related to their third party solution or provide guidance to Customer that problem resolution requires • Provide support via Cisco. the conditions under which it occurs and • Provide regular update to the Customer once a month or other relevant information sufficient to enable Cisco to quarter as agreed with the Customer for Cisco IAC reproduce the error in order to verify its existence and Custom Workflow problems encountered by Customer. Cisco will respond within four (4) hours for Severity 1 with the third party when problem involves third party and Severity 2 calls and within twenty four (24) hours software as part of Cisco delivered solution. This person has the authority to act on all Cisco will identify if problem can be fixed by Cisco or aspects of the work being performed in absence of the primary contact. Cisco would.com. and basic problem resolution services to Customer and Extent of testing within the Verification Test Plan is respond to Customer's requests. Such Cisco software • Assist the Customer in communicating the problem to the is the property of Cisco and will be returned to Cisco third party vendor and facilitating any required follow-up promptly upon request. or electronic feature enhancements (may not be part of the scope of mail. by Cisco TAC that problem is related to the custom workflow developed and put in production by Cisco. this service contract) to resolve the issue. Cisco will access • Provide the results of the testing to the Customer. provide guidance to Customer that it requires third party to resolve the issue related to their third party solution or • Break-fix support for Cisco IAC custom workflow provide guidance to Customer that problem resolution implemented by Cisco. diagnose its cause. • Upon request from Customer. support of Cisco for the duration of the service contract. Upon • Recreate the problem in Cisco’s own lab environment to identification of a problem related to custom workflow and isolate the problem and provide required fixes to the receipt of an error report from Customer containing a Customer for problem resolution when necessary. with the third party when problem involves third party software as part of Cisco delivered solution. for Severity 3 and Severity 4 after Cisco TAC identifies that problem is related to custom workflow for all calls outside Standard Business hours.doc . Services include: • If such fix requires any software upgrade/updates then • Cisco will respond to Customer with the following Cisco will provide instructions on how to retrieve such response time for support calls and it was clearly identified software. • Designate a single point of contact for all Cisco • Once the Cisco IAC custom workflow related problem is communication during the problem resolution period. Cisco would. This person has the decided by Cisco to focus on problem at hand and based authority to act on all aspects of the work being performed. Customer’s system via remote network connection to analyze problems. Cisco may software. OpenStack Day 2 Custom Workflow Support • Once the OpenStack custom workflow related problem is OpenStack Day 2 Custom Workflow Support Service provides fixed by Cisco. detailed description of the nature of the defect or error in the workflow.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. This is done with Customer’s • If such fix requires any software upgrade/updates then permission only. This fixed by Cisco. OpenStack environment. requires feature enhancements (may not be part of the scope of this service contract) to resolve the issue. provide Customer with Cisco software to assist with problem diagnosis and/or resolution. #EDM-105522811 Ver: 12. during Standard Business Hours. • Assist the Customer in communicating the problem to the third party vendor and facilitating any required follow-up . • Provide the results of the testing to the Customer. who will provide support functionality in accordance with the Verification Test Plan. Extent of testing within the Verification Test Plan is decided by Cisco to focus on problem at hand and based OpenStack Day 2 Reactive Workflow Support Service includes on Customer’s environment. perform testing against the Customer with ongoing reactive support for custom workflow Customer provided Verification Test Plan to show full developed as part of the solution in the Cisco-deployed existing functionality in accordance with the Verification Test Plan. Cisco will guide the Customer to a fix in terms of an avoidance procedure. • Cisco will work with the Customer to capture data about the current environment and problem at hand. telephone. Controlled Doc. on Customer’s environment. as appropriate. bypass. perform testing against the person would have access to engineers familiar with the Customer provided Verification Test Plan to show full OpenStack Custom Workflow. and Cisco personnel will access only Cisco will provide instructions on how to retrieve such those systems authorized by Customer. unavailable.

This person has the authority to act on all Customer's requests. perform testing against the Customer Workflow Support Service provides Customer with ongoing provided Verification Test Plan to show full functionality in reactive support for custom workflow developed as part of the accordance with the Verification Test Plan. Upon Custom Workflow problems encountered by Customer. • Provide regular update to the Customer once a month or • Designate a single point of contact for all Cisco quarter as agreed with the Customer for ACI Custom communication during the problem resolution period. • Cisco will respond to Customer with the following • If such fix requires any software upgrade/updates then response time for support calls and it was clearly identified Cisco will provide instructions on how to retrieve such by Cisco TAC that problem is related to the custom software. primary contact. of Cisco for the duration of the service contract. Cisco will identify if problem can be fixed by Cisco or provide guidance to Customer that it requires third party to Application Centric Infrastructure (ACI) Optimization resolve the issue related to their third party solution or Services provide guidance to Customer that problem resolution requires feature enhancements (may not be part of the Application Centric Infrastructure (ACI) Day 2 Reactive scope of this service contract) to resolve the issue. This Workflow problems encountered by Customer. or electronic Customer for problem resolution when necessary.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Cisco will access • Break-fix support for ACI custom workflow implemented by Customer’s system via remote network connection to Cisco. as appropriate. This is done with Customer’s permission only. promptly upon request. This person has the authority to act aspects of the work being performed in absence of the on all aspects of the work being performed. Cisco will guide the Customer to a fix • Break-fix support for OpenStack custom workflow in terms of an avoidance procedure. during Standard Business Hours. analyze problems. Cisco would. or patch to correct or alleviate the condition reported. work-around implemented by Cisco.doc . person would have access to engineers familiar with the ACI Custom Workflow. and Cisco personnel will access only General Support those systems authorized by Customer. • Assist the Customer in communicating the problem to the . bypass. • Recreate the problem in Cisco’s own lab environment to isolate the problem and provide required fixes to the • Provide support via Cisco. #EDM-105522811 Ver: 12. Extent of solution in existing ACI/Nexus 9000 network environment. Page 31 of 48 • Recreate the problem in Cisco’s own lab environment to problem diagnosis and/or resolution. Cisco will respond within four (4) hours for Severity 1 third party vendor and facilitating any required follow-up and Severity 2 calls and within twenty four (24) hours with the third party when problem involves third party for Severity 3 and Severity 4 after Cisco TAC software as part of Cisco delivered solution. workflow developed and put in production by Cisco. Such Cisco software isolate the problem and provide required fixes to the is the property of Cisco and will be returned to Cisco Customer for problem resolution when necessary. testing within the Verification Test Plan is decided by Cisco to focus on problem at hand and based on ACI Day 2 Reactive Workflow Support Service includes support Customer’s environment. This person has the authority to act on all the workflow. the conditions under which it occurs and aspects of the work being performed in absence of the other relevant information sufficient to enable Cisco to primary contact. identification of a problem related to custom workflow and receipt of an error report from Customer containing a • Designate a backup contact when Cisco contact is detailed description of the nature of the defect or error in unavailable. Services include: • Provide the results of the testing to the Customer. reproduce the error in order to verify its existence and diagnose its cause. identifies that problem is related to custom workflow for all calls outside Standard Business hours. Custom Workflow Support • Once the ACI custom workflow related problem is fixed by The Application Centric Infrastructure (ACI) Day 2 Custom Cisco. telephone. • Upon request from Customer.com. • Provide regular update to the Customer once a month or • Cisco will work with the Customer to capture data about quarter as agreed with the Customer for OpenStack the current environment and problem at hand. mail. who will provide support and basic • Designate a backup contact when Cisco contact is problem resolution services to Customer and respond to unavailable. Cisco may provide Customer with Cisco software to assist with Controlled Doc.

deployment methodologies and use cases Software Tools may or may not include Hardware or • Assist in identifying additional opportunities to utilize Cisco Software. that require additional examination • Develop report on performance optimization guided by Customer needs and concerns. In addition to Cisco provided tools. provided that all fees due and owing to Cisco • Review current initiatives and align with leading practice under this Service Description have been paid. o UCS firmware. methodology and technical settings as appropriate. scripts. SUSE OS. and and Architects. Page 32 of 48 o Establish a Customer-specific Cisco email alias to Provide a detailed report that summarizes recommendations facilitate communication with Cisco engineers such as and findings. environment. Cisco will examine this information to provide o Cisco may use an email alias. • Align applicable leading practice deployment HyperFlex Architecture Assessment configuration options and settings for specific Customer usage. with the • Review technical environment that may include: unified following activities: I/O. storage* o Ad hoc security upgrade support for OS and version Provide a review of leading practices for the Cisco HyperFlex updates to HANA environment. recommendations such as system tuning. and accelerate change in every aspect of your o Expansion of HANA to additional nodes. Cisco HyperFlex System. chassis and business storage • Review current Customer Cisco HyperFlex system and Data Center HyperFlex Services implementation against a list of lab and project. internal or third party deployment roadmap. Provide ongoing. The Report may include but is not limited to: Advanced Services Engineers. o Scheduled quarterly maintenance and upgrade of HANA appliance components. Internal HyperFlex Leading Practices Audit Networking. and server response times. goals o Provide certain updates to Software Tools that Cisco • Review areas for reduction in complexity identifies as appropriate for the Workload Automation • Assess and recommend architecture for the Cisco solution related tasks during the performance of the HyperFlex deployments. Consult with data center staff in a series of workshops and • Discuss areas for increasing architectural resiliency. meetings to develop a thorough understanding of Customer’s availability. or layout audited.doc . priorities. flexibility and agility. Activities may include but are not limited to: SAP HANA Optimization • Investigate peak utilization trends and identify optimal configuration and architecture to meet these threshold • Review current configuration of SAP HANA components • Identify underutilized assets and recommend optimal as part of a periodic examination of post deployment. chassis and cabling configurations for optimum performance. Service. An evolving Cisco HyperFlex architecture can o Operational support and knowledge transfer for HANA help support growth. surveys or interviews to recommendations based on leading practice configuration obtain Feedback on the Service. SAP HANA application. Customer acknowledges and agrees that HyperFlex capabilities Cisco shall retain full right. management switch. exchange related to Service herein. improve business appliance processes. • Provides a healthcheck in relation to SAP HANA. tools to assist in integration of support automation workflows HyperFlex Configuration and Performance Audit o Setup a joint collaboration file-sharing location with Customer to facilitate collaboration and knowledge Review current configuration of Cisco HyperFlex System. Solution Engineers • Review of Customer’s design requirements.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. environments. the Advanced Services Consultant may utilize • Develop a recommended architecture and future Customer provided data. availability and scalability. UCS manager. onsite Cisco HyperFlex consulting support in the form of a designated engineer (“Advanced Services Engineer”) onsite at Customer’s designated location to act as Controlled Doc.based leading practice configurations. title and interest to the • Analysis of impact of new requirements on existing Software Tools. virtualized I/O. #EDM-105522811 Ver: 12. Review current design and provide recommendations with a focus on concerns such as resiliency. protocol optimization. improve productivity. Cisco will also work with Customer HyperFlex Consultant Support to optimize architecture and performance for virtual and physical environments.

remote) to Customer's Network to allow the Advanced Customer directed tasks to be performed by the Advanced Services Engineer to provide support. SSH. caching. provide Cisco with access. etc. provided collaboration tools for hosting meetings. instant messaging. and maintain. Connect the Data Collection Tools hardware to the member of management or technical staff. provide Data Collection Tools with o Customer's technical assistance center shall maintain SSH to the nettools-upload. Customer shall ensure that • Review and analysis of virtual machine. Cisco HyperFlex Health • Customer will support the implementation of software Checks are structured to service instances within a single data required to use tools in their environment.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. employee(s) or contractor(s) who have a need to • Develop report on the environment as evaluated against access the Data Collection Tools and/or a need to best practices and expected server response times. SAN. Operations and automation(tools) who must an initial set-up is required and the following must be be Customer's employees in a centralized Network performed: support center (Customer's technical assistance . Review current configuration of Cisco HyperFlex System as part of a periodic examination of post deployment. up to five providing Level 1 and Level 2 support. Nexus. recommends HTTPS (SSL) . capable of and guidance related to Customer’s Cisco HyperFlex. Install the Data Collection Tools hardware in a secure necessary changes to the data center device area with controlled physical access configuration. but virtual private network (VPN) access to the Graphical o Within one (1) year from the commencement of this User Interface (GUI) is preferred and recommended Services. will be Network designated as Customer’s primary point of contact to . and training days. troubleshoot. When applicable. o Data Collection Tools. In the event Data Collection Tool provided by Cisco is Software. or audited. Periodic activities may include. Provide access to Data Collection Tools for use by conference calls. and/or dial are options. in servers located at nettools-upload. hostname. • Customer will provide names of users who will have environments.cisco. for remote and activities). days per week (pending local work restrictions) during Standard Business Hours excluding Cisco holidays. an equal standard through HTTP/FTP/PFTP may be used but Cisco strongly training and experience as designated contacts. Network such Data Collection Tools or scripts are under lock and storage performance and utilization including and key and with access restricted to those Customer management switch. Secure the Data Collection Tools behind Customer’s manage the implementation of services selected corporate firewall under this Service Description (e. and protocol optimization. center environment. chair the weekly . chassis and cabling configurations. When applicable. who is a senior . Services Engineer are subject to Cisco approval. One individual.. Customer needs and concerns. know the contents of the output of Data Collection virtualized I/O.g. security patches. If Customer uses non-Cisco locations and will be specified in the Quote for Services. vacation. Collection Tools or scripts located at Customer's site. desktop HyperFlex Health Check sharing. Telnet. Cisco's sole determination. assist with prioritization of projects Cisco to install. Complete the Data Collection Tools installation and center).doc .com. that require additional examination guided by authorization to access these tools.cisco. which shall not be unreasonably withheld. server. and collaborative spaces. managing documentation. Customer will have at least one (1) Cisco . providing general advice supported under this Service Description.e.) and return to the Advanced technologies. and Rules Based Markup Language Controlled Doc. L4/7.com server to centralized network management for its Network support the transfer of Data Collection Tools patches. Customer shall remain responsible for any damage to or loss or theft of the o Designate at least two (2) but not more than six (6) Data Collection Tools while in Customer’s custody. Customer agrees to make appropriate computers available and download Customer Responsibilities Software as needed. IP address. locally o Provide reasonable electronic access (onsite and recognized country holidays. #EDM-105522811 Ver: 12. Page 33 of 48 the primary interface with Customer. provide Data Collection Tools with Certified Internetworking Expert ("CCIE") trained HTTPS (SSL) access back to Cisco CCO/CCX employee or one (1) employee that have achieved. technical representatives in each area covered under § Initial Set-up (One Time). Customer will designate as contacts Services Engineer senior engineers with the authority to make any . Advanced Services Engineer(s) covering Data Center netmask. access. Onsite Cisco HyperFlex o Utilize communication and collaboration tool(s) Consulting Support is only available to certain geographic provided by Cisco. If Cisco provides Data DC including UCS. to act as the primary technical interface to the system configuration questionnaire(s) (i. server. Tools.

phone access and staff scheduling. topology. Customer shall event Data Collection Tools are installed on ensure that Cisco has all relevant Product information Customer’s Network. configuration. after technical requirements and design goals. Any information on current and planned traffic point of contact to which all Cisco communications characteristics or constraints. . Data Collection Tools seedfile) . performed on a regular or as needed basis to support the operation of Data Collection Tools in the Network: o Customer shall advise Cisco immediately of all adds. firewall. the design effort (e. Customer is responsible to notify be used as input to an implementation plan. Cisco in writing within ten days (10) of the change. Review assessment report and Only (RO) community string and CLI (vty/enable or suggestions provided by Cisco. The low the Services selected under this Service Description level design must provide a sufficient level of detail to have commenced. DNS. In the installation of Data Collection Tools. When applicable. course of the service. and if applicable. new o Provide the low-level design document describing IOS releases. Cisco may require modifications to the fee if the o Ensure key detailed design stakeholders and Network composition has increased beyond the decision-makers are available to participate during the original pricing quote for Services. how Customer’s Network is or is planned to be built and engineered to meet Customer’s specific set of o In the event the Network composition is altered. • Planned maintenance activity/unplanned activity • Total end user/ports on Network o Notify Advanced Services Engineer of any major Network changes (e. Such person Controlled Doc. Documented may be addressed.). Page 34 of 48 (RBML) update packages. test Network environment available for § Data Collection Tools Management (Ongoing). FTP may be used but shall act as Customer’s host for onsite assessment Cisco strongly recommends SSH activity to coordinate facility access. Provide Data Collection Tools with SNMP and rooms. Notify the Advanced Services Engineer when • Problem Description changes are made to Syslog. Fix access problems (Access Control List’s. fix data communication problems calculations includes the following: that prevent Data Collection Tools from uploading data to Cisco or prevent the remote maintenance of • Outage Start Time (date/time) the Data Collection Tools • Service Restore Time (date/time) . current and planned traffic characteristics): o Retain overall responsibility for any business process impact and any process change implementations. the following items must be needed for an assessment. #EDM-105522811 Ver: 12. and information of new features being • Component/Part implemented as needed. The type of data required to perform the .0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. o Assemble all necessary Network availability data to etc. proxy and • Root Cause gateway servers IP address(es) • Resolution • Number of end users impacted o Provide a Network topology map. Command Line Interface (CLI) access to all Product(s) in the Network (necessary to facilitate o Ensure key engineering. networking and operational collection of inventory and configuration information) personnel are available to participate in interview .g. having an appropriate level of information on all non-Cisco applications integrated applications and Network experience.. o Create and manage an internal email alias for o Provide or extract additional information required in communication with Advanced Services Engineer.. .) which may periodically occur between Data enable Cisco to calculate quarterly Network Collection Tools and the Product(s) in the Network availability. configuration • Equipment Model information. o Designate a program manager to act as the single . TACACS user-id / password) for access to all Product(s) in the Network (necessary to create the o Assessment data collection support. Provide Syslog server and upload information o Customer agrees to make its production.g.doc . Notify Cisco about changes made to the Network moves and changes of the Product within Customer’s such as Product(s) added/deleted and changes made Network. to Product credentials . Provide Data Collection Tools with the Network sessions as required by Cisco in support of an Product list in seedfile format containing SNMP Read assessment. Any documentation of business requirements and technical requirements for the new design. conference .

Information on expected Network growth and o Provide a single point of contact to be used for all application mix changes. . required communication and coordination of . VMware ESX. o Make remote console access available for Cisco staff o Customer is solely responsible for the determination members and successful implementation of its Network. Transfer sessions. Information on which applications are mission-critical and their priority schemes. title. SUSE Linux o Provide Customer on-boarding information as follows: contact name. o Provide facilities (such as: a room with projector. Cisco team to enable Cisco to understand the needs Controlled Doc. providing support. Network and current configuration templates.doc . business or other requirements. Information on current releases running in the Services Engineer. Microsoft Server. either: shall not assume any cost or schedule liabilities. o Provide its designated person(s) with instructions on o Install the Digital Rights Management (“DRM”) process and procedure to engage the Advanced software on as needed basis that allows to view the Services Engineer. Information on Customer implementation plans and/or o Provide details in advance about the background and deployment schedules. . and virtualization. o Provide all necessary information to enable Cisco to . organization to serve as a liaison to the Advanced Email ids and name of the Authorized Viewers who Services Engineer. . . Information on Customer’s plans for business relevant topics continuance. Information on any service level agreements or Network performance requirements. Information on Customer business and technical o Advise Cisco of its standard operating procedures requirements for new Software releases. workshop for data gathering Services are provided to the Customer in support of initiatives and activities described herein and Cisco o Have available one Operating System. environment. summarize the root causes of issues identified. o Provide an environment for installation and operation of collection. telephone number. o Provide reasonable electronic access (remote and .0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Information on planned changes. new technology operational nomenclature and Network to allow Cisco applications or major design changes (short term and to effectively communicate and discuss changes with long term). Page 35 of 48 through the Automation Software Tools including interface specifications as required o Review details of planned changes with Advanced . Information on Customer change control process. Information on any future advanced technology requested sessions implementations. DRM-protected content on the Portal. o Support data collection activities as needed to whiteboard and guest internet access) for Knowledge facilitate a specific Cisco analysis. #EDM-105522811 Ver: 12. skill sets of each Remote Knowledge Transfer . Information on architecture (which may include o Ensure participation by Customer resources remote sites and size of remote sites). Information on Customer certification process and lab testing process. Information on critical applications supported by the local) to Customer's Network to assist Cisco in Network. monitoring and conversion tools if o This service shall be comprised of general technical required assistance and shall be performed under Customer’s direction and management and such assistance may o Provide up to four (4) weeks’ notice of start of not result in some or all of the tasks being completed. and contact information and Customer Customer in the context of Customer’s business escalation process. RedHat Linux. address. design. e- o Designate person(s) from within its technical support mail address of primary and secondary team lead . its internal . o Identify low risk and high-risk areas of the Network o Participate in training and/or feedback sessions with based on their Network traffic. consolidation. . . o Collaborate with Cisco to determine appropriate and . . related to its business practices. Maintenance window information and any other session audience constraints. will need access to the "Portal".

determine the appropriate router (router must support NetFlow) for data collection. software and third party • Information on Customer business and technical tools in the environment as specified in the CNOAS requirements for new Software releases. o Provide documented information on Customer's • Information on Customer certification process and lab existing CNOAS Infrastructure design including items testing process. Page 36 of 48 of the Authorized Viewers for the Portal. network and • Information on Customer change control process.com • Provide or extract additional information required in the design effort (e. management tool lead) are available to participate during the course of the o Review with Cisco the scheduling and Service (to provide information. o Provide necessary hardware. design goals. • Information on Customer’s plans for business continuance. o Assign a single point of contact for the assessment project. support@cisco. Linux system administrator. installation pre-requisite documentation. director of applications or equivalent.. project sponsor. Software Tools including interface specifications as • Information on which applications are mission-critical required and their priority schemes. appropriate Customer Lab facilities. participate in the agenda. and complete the cloud usage questionnaire. o Ensure key Customer personnel (such as: Cisco IAC Admin. o Provide documented information on Customer's • For Onsite Test Support. • Information on any service level agreements or Network performance requirements. and existing Cisco IAC Infrastructure design including network administrator. installation pre-requisite documentation. o Notify Cisco of any technical support requests or • Ensure key detailed design stakeholders and troubleshooting issues related to the Services by decision-makers are available to participate during the sending an e-mail to Cisco team at tkl. course of the service. current and planned traffic characteristics). network architecture and engineering. o Provide necessary hardware. including for the onsite project required activities and to participate in review planning meeting.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. the follow specific responsibilities apply: network operations staff. The level of details must be sufficient to be used as input to an implementation plan. such as: inventory of servers. o Review with Cisco the inventory of known o Customer shall advise Cisco immediately of all adds. #EDM-105522811 Ver: 12. sessions). o Additional Customer Responsibilities associated with o Work with Cisco to identify unknown cloud Validation-Test Cycle and Review services. In addition to the General Responsibilities. • Information on any future advanced technology implementations. TES Admin. o Provide documented information on all non-Cisco • Information on critical applications supported by the applications integrated through the Automation Network. o Provide necessary hardware.g. • Provide the low level design document describing how o Review and validate unauthorized Cloud Customer Network needs to be built and engineered Service Providers to meet a specific set of technical requirements and Controlled Doc. provide Cisco personnel with existing TES Infrastructure design including items access during Standard Business Hours to such as: inventory of servers and configuration data. network and o Conduct inventory of known cloud services configuration data. consolidation. Database o Assessment for Cloud Consumption Foundation administrator. CNOAS Admin. configuration data. windows administrator. Unix/Linux Service. and virtualization. moves and changes of the Cisco IAC solution within o Review with Cisco the network topology and Customer’s environment. cloud services. director of networks or o Provide documented information on Customer's equivalent. items such as: inventory of servers. software and third party • Information on expected Network growth and tools in the environment as specified in the TES application mix changes.doc . administrator. software and third party o Provide a list of all Customer stakeholders tools in the environment as specified in the Cisco IAC participating in the project planning meeting: installation pre-requisite documentation. • Review details of planned changes with Validation and Test Engineer.

and. o Provide documented Customer requirements o Customer acknowledges that the completion (business and technical) and high-level of Services is dependent upon Customer network topology specifications. apply: o Customer acknowledges that completion of o List of up to 350 devices to be included in Services is dependent upon Cisco’s use of o assessment. Cisco to install Data Collection Tool software o Review with Cisco the Cloud Consumption as needed. the follow specific responsibilities configuration details. the time of the Services. Services to provide information and to o Customer will create and manage an internal participate in scheduled information email alias for communication with the Cisco gathering sessions.) to router changes within one (1) week of the facilitate data gathering within one (1) project planning meeting. o Customer will provide a Linux server or o Supply relevant network topology diagrams. requirements) provided o Reclaim server or VM used for Data by Customer is assumed to be up-to-date Collection Tool and valid for the Customer’s current o Designate a single point of contact to act as environment. Data Collection Tool. conference calls. topologies. § Disk: 2TB (dependent on network o Install the server and the Data Collection traffic) Tool instances.5/or v. system change requests (firewall. Cisco Services are based upon the primary technical interface with the information provided to Cisco by Customer at designated Cisco engineer.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Network Devices. user-id creation. virtual machine to run Data Collection Tool Controlled Doc.9) data to the Data Collection Tool. Such personnel may include but is not o Unless otherwise agreed to by the parties. Optimization Report. Business Days of Cisco’s request for any o Ensure Customer’s personnel are available other documentation or information needed to participate during the course of the to provide the Service. Customer's existing infrastructure design o Identify Customer’s personnel and define including known cloud service providers. o All information (such as but not limited to: o Reconfigure routers to pre-project status. Page 37 of 48 o Provide the data for the financial analysis for discovery of cloud services with following (where Financial services are included in HW/SW requirements: Assessment for Cloud Consumption Foundation Service) § CPU: 4-core Intel Xeon 3 GHz or o Review with Cisco the discovery better methodology and associated data collection § RAM: 8GB activities. their roles in the participation of the Services. security policies and operational processes. Customer will only. In addition to the General Windows domain/Active directory Responsibilities. inventory and performance data gathering. 4 or higher version o Set up the required hardware or virtual § Required access to cloud server: machine for the Data Collection Tool. #EDM-105522811 Ver: 12. o Customer will provide the required access to o Support services provided by Cisco comprise the network and required port connectivity for technical advice. network (v. meetings and team. § OS: CentOS 6. limited to: architecture design and planning Customer shall respond within two (2) engineers. and. o Work with Cisco to verify that the data o Customer is responsible to implement collection is operational from end-to-end. and network engineers. o Work with Cisco to schedule and confirm list o Customer agrees to make appropriate of all attendees and stakeholders during final computers available and agrees to allow presentation at the onsite meeting. provide the required IP addresses to connect o Security Assessment for Secure Cloud & DC the devices and the necessary DNS/NIS. Cisco or third-party software on the Network o Configure the router(s) to send NetFlow for the use of Data Collection Tool. etc. interviews. business day of the initial request. assistance and guidance appliances and tools. Port 8080 o Set up VPN or equivalent that will allow Cisco engineer to remotely access the data o Provide Cisco with a permission to utilize any collector server.doc . o Supply device configurations and versions. designs. ACL o Respond to Cisco requests for system or configuration. meeting its responsibilities as indicated o Provide documented information on herein.

specific responsibilities apply: Representatives must be Customer's • Internal Security Posture Assessment employees in a centralized location. General Responsibilities. participate in review sessions). ftp. internal servers. and decision- and. and Cisco IAC workflow lab testing and • High-level architecture of data center. the follow specific o The following is required for Customer’s use responsibilities apply: of Collaboration Tools: i. the follow process and procedure to engage the Cisco specific responsibilities apply: Engineer. Network architecture description. One individual. standards and procedures. (60) days in advance of strategic planning Customer shall respond within two (2) meetings. network (VoIP. o Provide information on any current and planned o Create and manage an internal email alias traffic characteristics or constraints. the follow Engineer per support request. terminal o Provide information about Customer device emulation. • Provide access to the appropriate resources with o Ensure key Customer personnel (such as: knowledge and authority to provide Cisco with the architecture design and planning. including the location of the Customer's Environment to allow the Cisco devices included in assessment. Engineer to provide support. prioritization activities). IAC workflow. user host connectivity and o Provide information about any service level Internet connectivity. certification process(es). escalation process and contact information. for communication with Advances Services Engineer & delivery team. In designated person(s) with instructions on addition to the General Responsibilities. or Responsibilities. o Supply Cisco with a work location with Customer will designate as contacts senior network connectivity to the internal network. engineers. implementation of services under this o Support data collection activities as required Service Description (e. Provide its o Security Assessment for Secure Cloud & DC. applications supported by the Cisco IAC • Empirical data necessary to develop Cisco workflow. stakeholders.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. OpenStack and ACI. etc. applications. o Provide documented information on • Applications and services running over the Customer's existing Cisco IAC workflow. makers to participate with the authority to o Supply list of internal IP ranges to include in make any necessary changes to the Cisco Assessment. Customer will provide the names and other o Designate at least one (1) but not more than pertinent information (such as e-mail six (6) technical representatives to act as the account information) of Customer Controlled Doc. who is a senior • Perimeter Security Posture Assessment member of management or technical staff. network operations staff) are • Key business critical assets. primary technical interface to the Cisco In addition to the General Responsibilities. point of contact to manage the and. agreements or performance requirements. available to participate during the course of • Assess specific threats to identified business the Service (to provide information and to critical assets. In addition to the tool(s) provided by Cisco. o Day 2 Custom Workflow Support Service for o Utilize communication and collaboration Cisco IAC. assist with to support specific Cisco analyses. o Provide Customer internal governance and • Security policies. • Physical and logical network topology o Provide reasonable electronic access to diagrams. In addition to the General regarding new technology. Business Days of Cisco’s request for any o Provide technology roadmaps necessary to other documentation or information needed support the planning sessions. o Supply list of externally accessible IP will be designated as Customer’s primary addresses to be included in Assessment. Page 38 of 48 o Data Center Security Posture Assessment (SPA). http.g. #EDM-105522811 Ver: 12. o Provide periodic information about changes o Security Strategy Planning Support for Secure planned for the Cisco IAC Workflow Cloud & DC. o Provide information about critical and.). video streaming. o Establish and inform Cisco of dates at least sixty o Unless otherwise agreed to by the parties. the follow specific responsibilities major design changes (short term and long apply: term). • Network Management System architecture. • Services that traverse the perimeter network. Security Control Framework metrics. to provide the Service.doc . network following information: engineering.

instant HTTP/FTP/PFTP may be used but messaging. and/or dial are options. access back to Cisco servers. if applicable. firewall. IP periodically occur between Data address. as and maintain. Network Product list in seed file format o Data Collection Tools. provide Cisco with (SSL) access. Cisco strongly recommends SSH o Retain overall responsibility for any business o Provide Data Collection Tools with process impact and any process change SNMP and Command Line Interface implementations. and Cisco strongly recommends HTTPS collaborative spaces. instructed by Cisco. the download Software as needed.com Customer Network (necessary to facilitate USERIDs to be entitled as required to enable collection of inventory and configuration access by Customer to any Customer. information) accessible portal or online component o Provide Data Collection Tools with the throughout service contract duration. upon the earlier of: Telnet. Customer will download Collaboration hardware to the Network Tools guest client(s).) which may configuration questionnaire(s) (i.doc . troubleshoot. security patches. Network: o Initial Set-up (One Time). o Connect the Data Collection Tools iii. (CLI) access to all Product(s) in the o Provide list of Cisco. Page 39 of 48 resources who require authorization to provide access to the tool to the Cisco access. Install the Data Collection ii. or virtual private network (VPN) access to Cisco’s request to Customer that the the Graphical User Interface (GUI) is Collaboration Tool(s) be returned to preferred and recommended Cisco. In the information event Data Collection Tool provided by Cisco o Data Collection Tools Management. managing documentation. o When applicable. provide Data o Customer will provide names of users who Collection Tools with SSH to support the will have authorization to access these transfer of Data Collection Tools tools.e. SSH. Customer will support the implementation Tools hardware in a secure area with of software required to use the controlled physical access Collaboration Tools in their environment. Customer shall containing SNMP Read Only (RO) ensure that such Cisco provided Data community string and CLI (vty/enable or Collection Tools or scripts are under lock and TACACS user-id / password) for access key and with access restricted to those to all Product(s) in the Network Customer employee(s) or contractor(s) who (necessary to create the Data Collection have a need to access the Data Collection Tools seed file) Tools and/or a need to know the contents of o Provide Syslog server and upload the output of Data Collection Tools. Customer agrees to make event Data Collection Tools are installed on appropriate computers available and Customer’s Network to resolve an issue. FTP may be used but environment. If Cisco provides o Notify Cisco about changes made to the Data Collection Tools or scripts located at Network such as Product(s) Customer's site. o When applicable. for remote access. etc. Customer agrees to immediately return for use by Cisco to install. etc. #EDM-105522811 Ver: 12. hostname. and Rules o Customer will support the implementation Based Markup Language (RBML) of software required to use tools in their update packages.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. Engineer. Customer following items must be performed on a shall remain responsible for any damage to regular or as needed basis to support the or loss or theft of the Data Collection Tools operation of Data Collection Tools in the while in Customer’s custody. if not o Secure the Data Collection Tools behind already in possession of the applicable Customer’s corporate firewall Page license. and o Provide access to Data Collection Tools iv. Collaboration Tool(s) to Cisco. netmask. In the is Software. provide Data o If Customer uses non-Cisco provided Collection Tools with HTTPS (SSL) collaboration tools for hosting meetings.) and Collection Tools and the Product(s) in Controlled Doc. an initial set-up is required added/deleted and changes made to and the following must be performed: Product credentials o Customer should complete the Data o Fix access problems (Access Control Collection Tools installation and system Lists. patches. but Completion of Services. desktop sharing.

change such Validation Test Plan may not cover full request documents. proxy and Knowledge Transfer KT for system gateway servers IP address(es). support service is to resolve custom o Provide resource who can understand workflow issues. Cisco shall not have within appropriate response time to start any liability for any costs. test plan. knowledge transfer scale testing for all feature. functionality and documents. This is a critical is provided by the Cisco TAC organization as step to resolve the problem. Here and/or testing of such workflow would be Cisco IAC product specific problem support responsibilities of Customer. If Customer cannot provide access to o Customer should contact the Cisco TAC for such third party solution then troubleshooting any kind of Cisco IAC solution support. provided in the English language unless o Provide information about current Cisco IAC otherwise agreed to by Customer and Cisco. it requires investigation English language as all services will be before assessing any resolution time. Cisco engineer would be engaged customer environment. Solution environment to Cisco Engineer o Customer would provide the solution engaged to resolve the problem as soon as Verification Test Plan to Cisco so Cisco can possible. obligation is to only provide assistance to o Work with Cisco to provide all required Customer with respect to the Cisco IAC information and coordinate with departments custom workflow and that such assistance as appropriate to resolve the problem. Cisco TAC engineer that problem is related Otherwise. part of Software Application Service plus o It is expected that Customer or their Upgrade SASU service contract. functionality. which may be in form of are made to Syslog. testing. SASU representative partners have not made any service contract is separate from this service changes to the Cisco IAC workflow that was contract. As Cisco IAC Day 2 reactive assessment. Customer shall be responsible for to custom workflow developed by Cisco. etc. etc being worked on by the third party solution for troubleshooting and/or Customer. If may not result in some or all of the other deployed workflow includes any third party tasks such as change management. design solution then Cisco may need access to such reviews. solution such as customer requirement o Work with Cisco to test the resolution against document (CRD). Verification Test Plan. may lead to delay in resolving the o It is understood that if Cisco Engineer problem and Cisco is not responsible for identifies that problem involves third party such delays.doc . Cisco engineer would engage as designed and developed by Cisco and part of this service contract only in the successfully put in production environment situation where it is clearly identified by when they call for Day 2 reactive support. Ensure key Customer staff performance of the entire solution and it is available for scheduled information would be Customer’s responsibility to test it gathering sessions such as interviews or for appropriate production usage.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. This person has the communication problems which prevent authority to act on all aspects of the work Data Collection Tools from uploading being performed in absence of the primary data to Cisco or prevent the remote contact. vendor and facilitating any required follow-up Controlled Doc. then Cisco can assist the Customer in remote or onsite as necessary for Cisco to communicating the problem to the third party perform the Services. software as part of AS delivered solution o Make available access to Customer Site. DNS. high level design (HLD). maintenance of the Data Collection o Customer will be responsible for arranging Tools required support for Cisco team from third o Notify the Cisco Engineer when changes party vendor. #EDM-105522811 Ver: 12. fix data contact is unavailable. to Cisco. extra costs relating to time for Cisco o It is understood by the Customer that once personnel to assess and understand the Cisco TAC identifies issue related to custom changes in the Cisco IAC workflow in work. Information could include all use it to test the portion of it to verify existing documentation for the implemented resolution of the problem. data capture of the production environment. o Assign and schedule resources to attend the Any delay in providing information requested transfer of knowledge session. It is understood that low level design (LLD). Page 40 of 48 the Network o Designate a backup contact when Customer o When applicable. which may occur assessing and understanding the problem to due to project delays due to such resolve it. API/Commands/Scripts for o Customer acknowledges that Cisco’s requested support.

as software or affected Customer Products such well as interest at the highest rate permitted that problems may be diagnosed remotely by law. manner in and corrected remotely. if available. In no event shall Cisco be liable o Upon opening a case with Cisco TAC Team for the accuracy or completeness of the related to Cisco IAC Day 2 Support. Cisco o Customer will provide Cisco access to reserves the right. upon reasonable advance Customer developed software as needed to notice. list. date communication link between Customer and upon which the issue was first encountered. In the event that Customer is unable to o Customer is responsible for determination provide valid and applicable Contract and implementation of Customer’s network number for the SASU and Cisco agrees to design requirements and implementation of provide Services then fees payable by any recommendations provided by Cisco. reasonable access to the Cisco IAC engineers for Cisco IAC Support. custom solution through a secure method o Customer agrees to provide Cisco with such as VPN or other tunneling encryption. which may be incorporated has paid the applicable software license and into the Cisco IAC Custom Workflow at SASU support fee when purchasing Services Cisco’s sole discretion. limitation. sufficient information to attempt to resolve as determined by Cisco to be required in the issue. Services then fees payable by Customer Cisco shall not have any liability for any shall be at Cisco’s then-current time and costs. Customer also which the issue was isolated and agrees to make available to Cisco current reproduced. #EDM-105522811 Ver: 12. without via the Internet or via modem access. o Customer will provide an internal escalation o Customer is responsible for any Hardware process to facilitate communication between and Software required performing fault management levels in Cisco and Customer isolation or to recreate the problem in the as appropriate. Cisco. o All Documentation Deliverables will be Cisco will validate SASU contract and validity provided in the English language. o Customer may log. such that problems may be diagnosed date the issue is being reported. and update o Upon opening a case with Cisco TAC Team Cases electronically via Cisco. for such Cisco IAC Day 2 Support. monitor. at no charge to qualified staff to work with the Cisco’s Cisco. the services. In incurred by Cisco as a result of translations requested by Customer shall be Customer’s Controlled Doc. validate such entitlement and to charge for o Upon mutual agreement of the parties. Any costs of Cisco IAC Day 2 Support engagement. including personnel contact Cisco’s lab environment. support if Cisco determines that Customer will facilitate access to Customer unauthorized support is being provided. to perform an audit of Customer’s resolve Cisco IAC Custom Workflow Cases Cisco IAC Solution Software and records to reported by Customer. attorneys’ fees and audit fees. o Unless otherwise agreed and stated herein Customer is required to provide Cisco the provision of test equipment is the Service contract number for the SASU for responsibility of the Customer which Cisco is providing service and support.com. o Customer acknowledges that it is only o Customer will provide Cisco feedback on any entitled to receive Services on Cisco IAC Cisco IAC Custom Workflow workaround and Custom Workflow Day 2 Support for which it potential fixes.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. which may occur due to 3rd party materials or non-contract service rates. and applicable fees including. and. Page 41 of 48 with the third party but it would be the event that Customer is unable to provide Customer’s responsibility to coordinate such valid and applicable Contract number for the activities between Cisco and 3rd party and SASU or current Cisco IAC Day 2 Support Customer shall have appropriate relationship engagement and Cisco agrees to provide with the 3rd party to get the required support. issue classification. Customer shall provide such accordance with Cisco’s remote access information as a brief description of the issue procedures in order to establish a data being reported. related to Cisco IAC Product Support. provide the test system passwords as necessary to provide program that exhibits the issue. Customer will provide appropriately o Customer shall provide. delays to work on resolving such issue.doc . information contained in the Cisco Customer is required to provide Cisco the recommendations. such remote diagnosis and support. Service contract number for the SASU for which Cisco is providing service and support. Customer shall be at Cisco’s then-current Cisco recommendations are based upon time and materials or non-contract service information provided to Cisco at the time of rates.

the English o Support of any changes made by version will prevail. Cisco reserves the right to charge o Support or replacement of Cisco IAC for travel time. Application Workload Automation solutions and any Products declared to be “End of o Any Hardware upgrade required to run Support. In the event additional where it is clearly identified by Cisco TAC Cases or Custom Applications are supported that problem is related to the custom by Cisco beyond that which Customer has workflow. upgrade or maintenance for Product other than Cisco IAC o Supported Cisco Products and technologies Workflow as defined in this service for this service contract are Cisco IAC contract. mishandled. o Any support. unless otherwise agreed in writing by Cisco. maximum twelve (12) trips related labor and Resolution of the problems is viewed by travel expenses are included. Such services may be Controlled Doc. Customer will Cisco as an Enhancement for which a reimburse Cisco for all labor and travel separate statement of work between the expenses beyond twelve (12) trips at Cisco’s parties is required. documentation. Cisco IAC Workflow. Cisco the Support Option for which it has paid a engineer would engage only in the situation separate support fee. o Cisco IAC product specific problem support o Customer acknowledges that it is only is provided by the Cisco TAC organization as entitled to receive support services against part of SASU service contract. Cisco to Customer locations. Cisco reserves the right to charge for support if Cisco determines that o Any customization. then-current time and material rates when it is mutually agreed that Cisco on-site o Any Hardware or third party product that technical resources are required for Customer may need to acquire that is resolution and Cisco dispatches the related to this service contract necessary level of technical support to assist Customer. it is understood that the Cisco IAC Workflow was developed. #EDM-105522811 Ver: 12. ordered. In the deliverables such as: event of any conflict between this English version and the translation(s).doc . Page 42 of 48 responsibility and managed through the provided under a separate contract or Change Management Procedures. Customer or designated partner to the Cisco IAC Workflow put in production by o It is understood that Cisco reserves the right Cisco to subcontract Services to a third party organization to provide Services to o Support of Cisco IAC Workflow Customer. solutions only. new or updated Cisco IAC Workflow.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. destroyed or damaged by o Customer is responsible for determination of natural causes or damaged due to a its requirements. or labor to install the Cisco IAC Workflow. o Customer acknowledges that completion of o Services to resolve Product or Cisco Services is dependent upon Customer IAC Workflow problems resulting from meeting its responsibilities as identified in third party products or causes beyond this service contract. tools or any non-Cisco software installed Cisco Network Operations Automation or in the Product. problems that are diagnosed by Cisco to be Enhancement requests or changes o For the options where travel is included in by Customer to the workflow for which the price of the contract. Cisco’s control or Customer’s failure to perform its responsibilities under this o All Services will be provided remotely from service contract. Supported Products exclude any other break-fix support for custom o Services for non-Cisco development solutions such as third party applications. and that Customer shall negligent or willful act or omission by retain overall responsibility for any business Customer other than as specified in the process impact and any process change applicable Cisco-supplied implementations. upgrade. modified. workflow that are altered. porting of the unauthorized support is being provided.

As a result of a changed Customer requirements. the fee for which shall represent Cisco’s then current pricing. the fee for which shall represent Cisco’s then current pricing.doc . o Install (if required) converted workloads into the target environment and troubleshooting any installation and instantiation (getting started) issues o Ensure provision of valid software licenses for workload operation in the target environment Controlled Doc. Customer may request additional feature implementation as part of providing such problem resolution as a separate and distinct billable service. and business impact of the problem. In addition to the General Responsibilities. and the tasks performed will vary based on the situation. Customer may request on-site emergency support as a separate and distinct billable service. o Additional Support Options that are not scoped as part of this service contract as follows: o On-Site Emergency Support. and business impact of the problem. On-site emergency support is at the discretion of Cisco and is subject to Cisco resource availability. and the tasks performed will vary based on the situation. As a result of a critical situation. o Cloud Onboarding Automation Factory. Implementation of such support is at the discretion of Cisco and is subject to Cisco resource availability. environment. Pricing for such training shall be at the then current published Cisco pricing separate from this service contract. environment. the follow specific responsibilities apply: o Execute the workload migrations via use of the Cisco cloud onboarding automated migration as a service tool. o Training classes for Cisco to provide Customer with foundational knowledge of Cisco IAC Solution. o Additional Feature Functionality. #EDM-105522811 Ver: 12. Page 43 of 48 o Customer acknowledges that it is not entitled to support on Cisco products not covered Support for Cisco products is covered under separate service maintenance agreements.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service.

doc . • QBR – Quarterly Business Review Acronyms • SAN – Storage Area Network • SCF – Security Control Framework • ACE – Application Control Engine • SLB – Server Load Balancing • ACNS. provided that all such viewing is solely intended for • CSM – Content Switching Module furthering the Customer's internal communications. abbreviating. Notwithstanding • GUI – Graphical User Interface anything to the contrary in this Service Description. education or administrative objectives. All Content shall be considered Cisco Confidential Information. or distributing of any element of the Services. training. (iii) modifying. and Customers will not permit or • ISR – Integrated Service Routers enable any other persons to view any element of the Content. Page 44 of 48 • DMZ – DeMilitarized Zone • DNS Domain Name Server Supplemental Glossary of Terms for Data Center • DR – Disaster Recovery Optimization Services • DRM – Digital Rights Management • "Authorized Viewer/s" means either (i) an employee of • DWDM – Dense Wave Division Multiplexing Customer or (ii) an independent contractor of Customer • EaaS – Energy as a service performing services for Customer's benefit who is authorized • eCDS – Enterprise Content Delivery System by Customer to use the Services for "Internal Use Purposes". "Internal • IA – Intelligent Automation use Purposes" expressly excludes (i) the licensing.Application and Content Networking System • SSLM . • EOS – Energy Optimization Service • EOS – Energy Optimization Service • "Content" means the content hosted on the Portal as part of • FCIP – Fiber Channel over IP the services. • FCoE – Fiber Channel over Ethernet • FICON – Fiber Connection • "Internal Use Purposes" means use of the Services for the • FWSM – Firewall Services Module sole purpose of permitting Authorized Viewers to view the • GSS – Global Site Selector Content. altering. including the Sidebar content. and (v) • MSA – Master Services Agreement using any element of the Services in a any manner other than • OTV – Overlay Transport Virtualization as expressly authorized under this Service Description.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. • IaaS – Infrastructure as a Service transferring. (ii) • IOA – I/O Accelerator displaying of any element of the Content to any person other • IPL Files Initial Program Load Files than Authorized Viewers. copying. (iv) the incorporation of any element of • MDS – Multilayer Data Switch the Services into any product or service of Customer or • MKS – Modular Knowledge Service creating a derivative work based upon the Services. or editing of any element • LVM – Landscape Visualization Management of the Services unless expressly permitted by Cisco or its • MDE – Media Delivery Engine suppliers or licensors.SSL Module • ADM – Anomaly Detector Module • TCO – Total Cost of Ownership • ASA – Advanced Service Agreement • TES – Tidal Enterprise scheduler Environment • AXG – Application Exchange Gateway • UAT – User Acceptance Test • CIAC – Cisco Intelligent Automation for Cloud • UCS – Unified Computing System • CNOAS – Cisco Network Operation Automation Service • UNS – Unified Network Services • CPO – Cisco Process Orchestrator • VEM – Virtual Ethernet Modules • CRD – Customer Requirements Document • VPC – Virtual Port Channel • CSS – Content Service Switch • VPN – Virtual Private Network • DB – DataBase • VSAN – Virtual Storage Area Network • DC – Data Center • vWAAS – Virtualized Wide Area Application Services • DCAF – Data Center Analytics Framework • WAAS – Wide Area Application Services • DCDSA – Data Center Device Security Assessment • WAE – Wide Area Application Engine • DMM – Data Mobility Manager • WAVE – Wide Area Virtualization Engine Controlled Doc. #EDM-105522811 Ver: 12.

doc .0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service.General Support Data Center Improvement Plan (DCN-OPT GS NIP) Ongoing Design support (DCN-OPT GS ODS) Ongoing Software support (DCN-OPT GS OSS) Ongoing Service and Project Management Support (DCN-OPT GS OSPMS) Quarterly Business Review (DCN-OPT GS QBR) Proactive Software Recommendation Report (DCN-OPT GS PSRR) Remote Knowledge Transfer Sessions (DCN-OPT GS KTM) Scheduled Change Support (DCN-OPT GS SCS) Test Plan Review (DCN-OPT GS TPR) Validation and test cycle standard (DCN-OPT GS VT) Data Center Strategy and Architecture Service Data Center Virtualization Architecture Assessment (DCN-OPT E2E DCAVA) Data Center Virtualization Design Review (DCN-OPT E2E VNDR) Application Migration Planning Review (DCN-OPT E2E AMPR) Architecture Value Analysis (DCN-OPT E2E AVA) Architecture Acceleration Assessment (DCN-OPT E2E AAA) IPv6 Architecture and Design Review (DCN-OPT E2E IADR) IPv6 Device Assessment (DCN-OPT E2E IDR) Security Assessment for Secure Cloud and & DC Network Devices (DCN-OPT E2E NDSA) Security Strategy Planning Support for Secure Cloud and DC (DCN-OPT E2E SSP) Security Assessment for Secure Cloud and DC (DCN-OPT E2E SDA) Data Center Security Posture Assessment (DCN-OPT E2E SPA) On Site Residency (DCN-OPT E2E RESIDENT) Cloud Optimization Cloud Technology Architecture Assessment (DCN-OPT CLOUD TAA) Cloud Management Automation Assessment (DCN-OPT CLOUD MAA) Desktop Virtualization Optimization Desktop Virtualization Systems Assessment (DCN-OPT DV SA) Desktop Virtualization Architecture Review (DCN-OPT DV AR) Desktop Virtualization Operations Audit (DCN-OPT DV OA) Ongoing Desktop Virtualization Design Support (DCN-OPT DV ODS) Data Center Unified Computing Optimization UCS Architecture Assessment (DCN-OPT UCS NA) UCS Configuration and Performance Audit (DCN-OPT UCS CPA) UCS Disaster Recovery Review (DCN-OPT UCS DRR) UCS Leading Practices Audit (DCN-OPT UCS LPA) Application Dependency Mapping (DCN-OPT UCS ADM) Onsite Unified Computing Consulting Support (DCN-OPT UCS OES) UCS Health Check (DCN-OPT UCS HC) Nexus1000v Health Check (DCN-OPT UCS N-1000HC) Controlled Doc. #EDM-105522811 Ver: 12. Page 45 of 48 Appendix A Service SKUs The following list of service SKUs/Tags is provided for reference: Data Center Optimization .

IOA) (DCN-OPT SANEXT) SAN Assessment Service for Brocade displacement (DCN-OPT SAN NABRCD) Cisco Data Center Modular Knowledge Service (DCN-OPT E2E DCMKS. DCN-OPT DC3 DCMKS) Cisco Data Services for Operations Enablement Operations Audit (DCN-OPT DCSOE ORMA) Management Solution Architecture Review (DCN-OPT DCSOE DCMA) Operations Support Planning (DCN-OPT DCSOE OSPS) Instrumentation Audit (DCN-OPT DCSOE INSTR) Data Center Resiliency Analysis (DCN-OPT DCSOE DCRA) Management Software upgrade Support (Minor and Major) (DCN-OPT DCSOE MINSWUP. DCN-OPT UCS DCMKS. DCN-OPT SAN DCMKS. DCN-OPT DV DCMKS. DCN-OPT WAAS DCMKS. Page 46 of 48 UCS Operational Enhancement Assessment (DCN-OPT UCS OEA) UCS System Integration Support (DCN-OPT UCS SIS) UCS SAP HANNA Heath Check (DCN-OPT UCS NS) UCS Application Workshop (DCN-OPT UCS NS) Data Center Unified Networking (ACE. DCN- OPT ACE DCMKS. DWDM. WAAS) Services Optimization UNS Network Assessment (DCN-OPT ACE NA. #EDM-105522811 Ver: 12.doc . DCN-OPT WAAS NA) UNS Architecture Review (DCN-OPT ACE DDR. DCN-OPT CLOUD DCMKS.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. DCN-OPT WAAS DDR) Application Security Assessment (DCN-OPT ACE ASA) CSS/CSM/SSLM to ACE migration report (DCN-OPT ACE MR) Ongoing WAAS Mobil support (DCN-OPT WAAS MDS) ACNS to eCDS migration support ((DCN-OPT WAAS MR)) WAAS Configuration Audit (DCN-OPT WAAS CA) WAAS Health Check (DCN-OPT WAAS HC) Data Center Unified Fabric (Nexus) Optimization Nexus Network Assessment (DCN-OPT DC3 NA) Nexus Architecture Review (DCN-OPT DC3 DDR) Nexus Advanced Feature Assessment (DCN-OPT DC3 AFA) Nexus Fiber Channel over Ethernet (“FCoE”) Support (DCN-OPT DC3 FCOE) Nexus security assessment (DCN-OPT DC3 SA) Nexus Business Continuance Review (DCN-OPT DC3 BCR) Nexus Advanced Feature Assessment (DCN-OPT-DC3 AFA) Nexus Virtualization Design Review (DCN-OPT DC3 VDR) Nexus Health Check (DCN-OPT DC3 HC) Onsite Nexus Consulting Support (EMEAR and APAC) (DCN-OPT DC3 OES) SAN Optimization Services SAN Assessment (DCN-OPT SAN NA) SAN Architecture Review (DCN-OPT SAN DDR) Test Plan Review (DCN-OPT SAN TPR) SAN Health Check (DCN-OPT SAN HC) Storage Capacity & Impact Analysis (DCN-OPT SAN SCA) Data Migration (DCN-OPT SAN DM) FCoE Support (DCN-OPT SAN FCOE) FICON Support (DCN-OPT SAN FICON) SAN Management & Monitoring (DCN-OPT SAN SMM) SAN Extension (FCIP. DCN-OPT DCSOE MAJSWUP) Operational process or runbook update (DCN-OPT DCSOE SOPRB) ITSM Residency (DCN-OPT DCSOE RESIDENT) Cisco Data Center Intelligent Automation Services Controlled Doc.

Page 47 of 48 Upgrade Assessment and Support (DCN-OPT CIAS UA) Site and Systems Administration Support (DCN-OPT CIAS SAA)Ongoing Support (DCN-OPT CIAS OES) Cisco Intelligent Automation for Cloud Upgrade Assessment and Support (DCN-OPT CIAC UA) Site and Systems Administration Support (DCN-OPT CIAC SAA) Day 2 Custom Workflow Support (DCN-OPT D2RCSS CIAC) Ongoing Support (DCN-OPT CIAC OES) Cisco Network Operations Automation Services Workshop (DCN-OPT CNOAS WS) Upgrade Assessment and Support (DCN-OPT CNOAS UA) Site and Systems Administration Support (DCN-OPT CNOAS SAA) Ongoing Support (DCN-OPT CNOAS OES) Custom Design Day 2 Reactive Support (DCN-OPT CNOAS CDRS) Prepare & Present QBR (DCN-OPT CNOAS QBR) Cisco Workload Automation Services Assessment (DCN-OPT AWAS AA) Upgrade Assessment and Support (DCN-OPT AWAS UA) Site and Systems Administration Support (DCN-OPT AWAS SAA) Ongoing Support (DCN-OPT AWAS OES) Custom Design Day 2 Reactive Support (DCN-OPT AWAS CDRS) Connected Grid Energy Optimization Service (“EOS”) Discovery and Information Gathering (DCN-OPT CGEOS NA DIG) Energy Management Assessment (DCN-OPT CGEOS NA EMA) Energy Management Support and Knowledge Transfer (DCN-OPT CGEOS NA EMSKT) Data Virtualization Optimization Data Virtualization Architecture Review (DCN-OPT DVS DDR) Data Virtualization Site and Systems Administration Support (DCN-OPT DVS SAA) Data Center Virtualization Health Check (DCN-OPT DVS HC) Upgrade Assessment/Support (DCN-OPT DVS UA) Onsite Residency (DCN-OPT DVS RESIDENT) Cloud Onboarding Automation Factory Ongoing Service and Project Management (DC-OPT COB PM) Knowledge Transfer (DC-OPT COB KTM) Usage of Automated Workload Migration Toolset (DC-OPT COB AWM) Ongoing Tool Support (DC-OPT COB OES) Migration Support (DC-OPT COB MGS) Systems Integration Support (DC-OPT COB SIS OpenStack Optimization Services Day 2 Custom Workflow Support (DCN-OPT D2RCSS OS) Application Centric Infrastructure (ACI) Optimization Services Custom Workflow Support (DCN-OPT D2RCSS AII) Controlled Doc.doc . #EDM-105522811 Ver: 12.0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service.

0Last Modified:5/10/2016 9:20:42 PM CISCO CONFIDENTIAL Data Center Optimization Service. #EDM-105522811 Ver: 12. Page 48 of 48 SAP HANA Optimization SAP HANA Optimization (DCN-OPT SAP HANA) Data Center HyperFlex Services Cisco Hyperflex Architecture Assessment (DCN-OPT HPF AA ) Cisco Hyperflex Configuration and Performance Audit (DCN-OPT HPF CPA ) Cisco Hyperflex Leading Practices Audit (DCN-OPT HPF LPA ) Onsite Cisco Hyperflex Consultant Support (DCN-OPT HPF OES ) Cisco Hyperflex Health Check (DCN-OPT HPF HC ) Controlled Doc.doc .