HPE GreenLake as a Service - Essentials

Service Overview

Insight’s HPE GreenLake as a Service — Essentials provides a standard set of services to procure the HPE GreenLake aaS solution, provide visibility to the consumption and cost of the service, and offer 24/7/365 technical support. The service enables the client to consume the solution on-premises while relieving the burden of procurement and technical support.

The HPE GreenLake aaS solution from Insight delivers strategic hardware and software solutions from HPE’s
industry-leading technology portfolio. The GreenLake aaS solution leverages key architectural elements defined and implemented in the client’s data center or colocation facility. The GreenLake aaS solution provides the ability to consume resources through both a reserved and on-demand resource allocation. Insight provides the 24/7/365 reactive technical support of the platform along with client visibility and consultation on a regular cadence to review consumption and overall spend.

HPE GreenLake aaS delivered by Insight provides complete on-premises solutions delivered as a service. HPE GreenLake aaS 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 aaS includes:

• Reserve capacity
• On-demand capacity
• 24/7/365 technical support
• Usage-based billing
• Client success management

Services pricing for HPE GreenLake aaS - Essentials 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. The service is executed in accordance with the HPE GreenLake aaS agreement that is attached to this service.

Supported Technologies

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

• HPE GreenLake

Unsupported Technologies

• Anything outside of the HPE GreenLake 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. Managed Network
2. Managed Compute - Operating System
3. Managed Compute - Virtualization
4. Managed Compute - Hardware
5. Managed Storage
6. Managed Backup
7. 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 the Essentials tier, but is available with the Advanced tier.

Monitoring and Event Management

Hardware alert notification may be provided with the Essentials tier.  More advanced monitoring is available with the Advanced tier.

HPE GreenLake Central is used to provide basic hardware-level 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 the Essentials tier, but is available with the Advanced tier.

Ad-Hoc Patch Management

Not included in the Essentials tier, but is available with the Advanced tier.

Incident management

Not included in the Essentials tier, but is available with the Advanced tier.

Request fulfillment

Not included in the Essentials tier, but is available with the Advanced tier.

Change requests

Not included in the Essentials tier, but is available with the Advanced tier.

Problem management

Not included in the Essentials tier, but is available with the Advanced tier.

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. Client will 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
3. 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 technical support services (Essentials tier):

• Insight will not have credentials to the HPE GreenLake aaS infrastructure.
• HPE’s GreenLake Central and Metering Portal must be enabled for the purposes of collecting capacity and health data.
• Client must grant read-only access for HPE’s GreenLake Central and Metering Portal to Insight.
• If troubleshooting or assistance is required, a remote web session will be used in conjunction with the client in order to provide support.
• The client will request technical 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 and gather a range of documentation.  Some examples include escalation processes, change control, support contracts, run books, and network diagrams.  The key Service Transition process stages include Service Kickoff, Service Deployment, Service Validation and Testing, Early Life Support, then a final review and project close.  The entire process typically takes five to eight weeks from start to finish.

Service Levels

Insight Managed Services are delivered to a standard set of service levels that address response and resolution times as well as fulfillment expectations for 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 Managed Services terms found here:

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