1. Acquire any needed hardware and software products and manage licenses and license compliance
2. Work with new customers to determine if initial implementation will include installing customer equipment on the SDC raised floor, or just transferring data to the SDC.
3. Provide the following provisioning for any equipment located at the SDC:
4. Racks or other suitable location for mounting/locating equipment
5. Dual power sources (including UPS) to equipment location
6. All facility wiring.  This includes but is not limited to power and network wiring.
7. Physical security of equipment
8. Appropriate climate control systems that maintain the proper temperature range, humidity level, and exposure to particulates (e.g., dust and mold)
9. Perform preventive, predictive, scheduled and warranty-required hardware maintenance on devices at the SDC.  This includes:
10. Monitor equipment conditions to ensure early recognition of likely faults
11. Plan and execute maintenance in conjunction with the application maintenance, SDC and customer approved time frames and support service time lines
12. Coordinate urgent maintenance activities after communicating with the SDC customers
13. Test maintenance prior to release of hardware back into customer use
14. Perform maintenance  of Operating System and other SDC-supported software on the devices at the SDC (i.e., patching, upgrades, anti-virus checking, availability monitoring)
15. Consult with vendor technical support staff to escalate issues that cannot be resolved internally
16. Notify customers of requested customer and SDC upgrades and changes
17. Plan infrastructure capacity changes based on historical usage patterns and customer needs projections

1. Provide access and availability requirements associated with software, and data managed by the SDC
2. Identify customer contacts for issues and questions about any customer-supplied hardware, software and data
3. De-install from customer location, transport to SDC, assist in installation at SDC, and test any customer-managed equipment that is migrated to the SDC
4. Provide support for desktops, printers, out-of scope equipment, and other end-user equipment that interact with these hardware, software, and data residing at the SDC
5. Monitor application performance
6. Provide estimates of resource utilization and expected growth (i.e., CPU, RAM, disk space, and network bandwidth), in terms of expected user hits per day, and average amount of data transferred
7. Define and implement data security, backup, restore and reorganization requirements associated with the use of customer applications and data located at the SDC
8. Perform impact analysis of proposed changes in storage media or storage management products on the customer’s applications and end-user commitments
9. Test requested capabilities prior to general release to customer users
10. Coordinate schedules of upgrades and product releases so that important customer activities (e.g., application rollouts, application upgrades, training sessions, live service, or disaster recovery plans and dependencies) are not affected by the changes

• Remote device support
  
• Help for equipment in the field
  

Service levels to be provided in later revisions of this document.
 

Standard SDC Change Management process used to migrate equipment to SDC

None

Draft - June 18, 2007