HPE GreenLake 3.0

Service Overview

Insight’s HPE GreenLake 3.0 provides a standard set of services to procure the HPE GreenLake 3.0 solution and provide visibility to the consumption and cost of the service. The service enables the client to consume the solution on-premises while relieving the burden of procurement.

The HPE GreenLake 3.0 solution from Insight delivers strategic hardware and software solutions from HPE’s
industry-leading technology portfolio. The GreenLake 3.0 solution leverages key architectural elements defined and implemented in the client’s data center or colocation facility. The GreenLake 3.0 solution provides the ability to consume resources through both a reserved and on-demand resource allocation. Insight provides client visibility and consultation on a regular cadence to review consumption and overall spend.

HPE GreenLake 3.0 delivered by Insight provides complete on-premises solutions delivered as a service. HPE GreenLake 3.0 enables the reduction of risk and capital expenditures through a consumption model aligned to cloud service tiers for hardware, software, and services, providing the flexibility to scale as needed and run workloads where they make the most sense.

HPE GreenLake 3.0 includes:

• Reserve capacity
• On-demand capacity
• Usage-based billing
• Client success management

Services pricing for HPE GreenLake 3.0 is based on the following:

1. Consumption-based pricing
2. Billed by:
   1. Reserve capacity
   2. On-demand capacity
3. No asset on the books
4. Not a lease

This service does not provide direct end-user or application support, but includes basic break/fix technical support from HPE. The service is executed in accordance with the HPE GreenLake 3.0 agreement that is attached to this service.

Supported Technologies

HPE GreenLake 3.0 is designed to deliver on-premises solutions to run client workloads on a subscription basis. The solution includes the compute, storage and networking hardware and software to enable the client’s workloads. This service provides the HPE GreenLake hardware and software that comprise the GreenLake 3.0 solution from Insight’s strategic partner, HPE.

• HPE GreenLake 3.0 program

Unsupported Technologies

• Anything outside of the HPE GreenLake 3.0 program

The HPE GreenLake solution is constrained to the architecture provided by the program.

Additional Available Services

The following technologies are examples of services that are integral to the operation of HPE GreenLake solutions; however, they are not in scope for this service offering. Insight offers services that cover many of these technologies that may be subscribed to for an additional charge.

1. HPE GreenLake as a Service - Essentials
2. Managed Network
3. Managed Compute - Operating System
4. Managed Compute - Virtualization
5. Managed Compute - Hardware
6. Managed Storage
7. Managed Backup
8. Managed Security

Service Management Processes

The following are key processes and terminology used by Insight Managed Services. Insight adheres to the Information Technology Infrastructure Library (ITIL) framework, but like most organizations has adapted it to better suit our business needs. Most of the terminology is standard in our industry, but for further clarification has been provided in the list below.

Service Configuration Management

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Monitoring and Event Management

Hardware alert notification is not included in GreenLake 3.0, but may be provided with the Essentials tier. More advanced monitoring is available with Additional Available Services noted above.

HPE GreenLake Central is used to provide visibility of usage and consumption. For visibility of usage and consumption, Insight must be granted read-only access to HPE GreenLake Central. Information on HPE GreenLake Central is available at this link: https://support.hpe.com/hpesc/public/docDisplay?docId=a00092451en_us

Patch Management

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Ad-Hoc Patch Management

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Incident management

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Request fulfillment

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Change requests

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Problem management

Not included in GreenLake 3.0, but is available with Additional Available Services noted above.

Service Delivery Roles and Responsibilities

The following matrix provides a view of the various delivery tasks and defines who is responsible for in scope tasks. This list is meant to provide a high-level overview and is not meant to be an exhaustive list of services that may be performed. It is meant to serve as a guide for delivery roles and should be understood by all parties involved.

Assumptions and prerequisites

The following project-specific assumptions apply for this services engagement:

1. Support services are provided in English.
2. Services are provided during the standard business hours of Monday to Friday, 8:00am to 5:00pm Central Time.
3. Client will support, monitor, operate, and manage the system environment, and will be responsible for providing:
   1. Racks
   2. PDUs
   3. Data switches
   4. Management switches
   5. Firewalls (if needed)
   6. Monitoring solution (if needed)
   7. Compute servers and VMs per HPE requirements
4. Client cooperation, best practices:
   1. Client will cooperate with the installation, documentation, and deployment of products, including providing such access and authorization as are reasonably necessary to complete the installation.
   2. After consultation with client, HPE will determine the appropriate technology to be deployed with respect to any addition of capacity services. Additions are subject to availability.
   3. HPE may deinstall products unnecessary to fulfill the capacity services or performance level requirements.

Support Services Architecture

The following describes the support services requirements to deliver billing and invoicing support services:

• Insight will not have credentials to the HPE GreenLake 3.0 infrastructure.
• HPE’s GreenLake Central and Metering Portal must be enabled for the purposes of collecting capacity and usage data.
• Client must grant read-only access for HPE’s GreenLake Central and Metering Portal to Insight.
• The client will request billing and invoicing support via Insight's case management portal or toll-free support line.

Service Onboarding

Insight follows a standard set of processes for onboarding new clients that ensures a clear path through service transition. During the onboarding process, Insight will collect data needed to register client in ServiceNow and establish billing and invoicing services. The key Service Transition process stages include Service Kickoff, Data Gathering, Registration and Introduction to the Service.

Service Levels

Insight Services are delivered to a standard set of service levels that address response and resolution times as well as fulfillment expectations for billing and invoicing service requests. To maintain the highest levels of service delivery these definitions are consistent across all clients. Insight may update service level and service request definitions periodically with the intent being to deliver improved services, drive clarity in our offerings, and remain market competitive.

Service levels for this service are governed by Insight’s terms found here:

https://www.insight.com/en_US/help/managed-services-service-levels-and-requests.html