SERVICE FEATURES

Service Scheduling and Hours of Coverage
 
Customers purchasing Altos SAN Health Check must choose the duration (1 to 5 years) and the frequency of the service (once or twice a year).
 
Altos will then pro-actively call the customer to schedule the service1. Altos SAN Health Checks require a minimum three-week lead-time, subject to resource availability.
 
The hours of coverage for the service are:

  » Discovery and Analysis phases: carried out within local business hours Monday to Friday excluding public holidays.

  » Service Delivery phase: carried out any time 24x7.

Key Service Steps

On-site services are performed in three phases.

1. Discovery
The first phase of the Altos|HP Altos SAN Health Check process focuses on data gathering. This phase is performed remotely by the Enterprise Expert Centre. The following information will be collected for review:

• Storage Processor Event Logs

• Storage Processor Configuration Logs

• Switch Configuration and Event Logs

• SAN Related Host Information
  - Operating System and Service Pack - HBA Driver Revision
  - HBA Firmware
  - Failover Software Versions and Path Status Information
  - Navisphere Agent/CLI Versions
  - Event logs (varies based on operating system)

2. Analysis
The second phase of the Altos|HP Altos SAN Health Check process focuses on identifying current or potential issues in the environment as well as opportunities for reliability improvement. This phase is performed remotely by the Enterprise Expert Centre. The design workbook will be analysed in addition to the following logs:
 
• Storage Processor Event Logs – Array related events that affect the productivity of the DPE and DAE devices
 
• Storage Processor Configuration Logs – Potential device configuration issues,
array based software revisions and host connectivity status as seen by the array
 
• Switch Configuration and Event Logs – Port-by-port review looking for error counters that would indicate a failure or potential failure on devices outside of the host or DPE (examples include, but are not limited to, cables, SFPs/GBICs or internal switch related hardware)
 
• SAN Related Host Information – Analysis of SAN-related software revisions, path status, event logs (these events include, but are not limited to, HBA driver, failover software, device timeouts on SAN based LUNs or Read/Write events on SAN-based LUNs)
 
 
The customer will be notified before the next phase of the work to be performed regarding steps required for that phase, including but not limited to, preparation, down time required and potential issues. This information will be included in a customer-specific Statement of Work for Phase 3 - Service Delivery.

3. Service Delivery
The final phase of the Altos|HP Altos SAN Health Check process will include a software update of the SAN with the customer’s consent, testing of the remote monitoring system and a health assessment summary presented to the customer. 3 This phase is performed on-site or remotely depending on the requirements.

The software and firmware updates may include:

• StorageWorks Manager

• StorageWorks Agent

• Array Base Code/Flare Code

• Host Operating System (will only be upgraded if revision compliance is necessary)

• HBA Driver

• HBA Firmware

• Switch Firmware

If the customer has purchased and implemented the following software, it may also be updated:

• PowerPath/ATF

• SnapView

• MirrorView

• SAN Copy

• VisualSAN

• StorageWorks Analyzer

• PesAlert (Customer must have (and allow) email connectivity for it to work)

Your Altos engineer will verify the following (as applicable):

• The storage array has successfully rebooted and is functional

• All LUNs/Virtual Disks are fully visible to the appropriate hosts

• All configured paths to storage are available

At the conclusion of the service the customer will receive a health assessment summary from their Altos engineer as to what changes were made as well as other administrative recommendations.

Customer Responsibilities
 
Once discovery is performed, the service delivery phase may only be rescheduled once. Please plan for these maintenance windows appropriately.

Without limitation it is the customers’ responsibility to:

• Have a complete and current backup of any existing data on affected storage systems. Altos will have no liability for loss or recovery of data or programs.

• Customer must have an existing support contract as a prerequisite for Altos|HP Maintenance Service.

• Registering their software through the Altos/HP website. The registration process can take up to four business days.

• To have purchased software from Altos and have a valid software support agreement in place in order to receive software upgrades.

• Plan for appropriate service windows. Generally, the update and upgrade components of this service do not require system outages. However, your Altos engineer may recommend services be delivered during normal maintenance windows.

• Customer must be able to gain administrative access to any SAN attached device
and have knowledge of the IP addresses of the hosts, switches and SAN arrays.

• Customer must allow for Altos SAN Health Check-related data to be sent to an Altos Data Center.

• Customer should not make any changes to the SAN between the discovery and service delivery phase of the maintenance service (approximately five business days).

• The inter-switch link between two locations is the Customers responsibility. The allocated storage consultant will only have a co-ordinating role

• The functioning of Backup/Restore is the individual customers responsibility

Service Exclusions

Without limitation, the following is excluded from this Service:

• Altos SAN Health Check of Tape Backup Unit (TBU) hardware or software

• Installation of the following software:
   » ERM
   » Tape Backup software
   » Microsoft Exchange, SQL or other back office applications

• Installation of the following hardware:
   » Any Tape Backup Units (TBU)
   » Any non-Altos or Software & Peripherals procured hardware or software
   » DPE-related installations or DAS to SAN conversions (requires new SAN implementation)
 

The Altos engineer performing the Altos SAN Health Check will attempt to remedy issues identified in the Altos SAN Health Check that could impact SAN production. However, any issues outside the scope of the SAN Altos SAN Health Check must be addressed through normal support processes. These include issues with:

• Applications (TBU software, Exchange, SQL, etc.)

• Clusters (cluster is not covered as part of the Altos SAN Health Check,)

• Non-SAN related components (e.g., PERC, SCSI drivers, BIOS, ESM)