DATA SHEET

VCE SOFTWARE UPGRADE FOR

VXBLOCK SYSTEMS – SINGLE
PSAS-UPS(N)-00-A03

Service Overview • Follow upgrade procedures as documented in the

VCE Software Upgrade for VxBlock Systems - Single “VCE Systems Software and Firmware Upgrade
PSAS-UPS(N)-00-A03 (“Service”) provides software Guide.”
update services for one (1) VCE-supported Vblock • Reference core VCE System Certification Matrix
System or VxBlock System (“VCE System”) to maintain document for the target RCM level to define the scope
the current VCE support level. This Service includes the of VCE System Components to be upgraded.
assessment, planning, and execution of upgrade • Upgrade a maximum of thirty-two (32) server blades
activities with a goal of minimizing the customer’s per VCE System.
implementation effort and risk to the customer’s VCE
System. • Upgrade a maximum of one (1) VMware vCenter
Server instance per VCE System.
VCE supported software versions are documented in the
VCE Release Certification Matrix (“RCM”), which is • Upgrade a maximum of one (1) Cisco UCS domain per
published periodically. The RCM is the source of record VCE System.
of the software versions that have been fully tested and • Upgrade a maximum of one (1) pair of VCE System
verified for VCE Systems. production switches and one (1) pair of VCE System
The Service is ordered as a one-time upgrade to enable management switches.
VCE to update a customer’s VCE System. The software The Service will include the latest software and firmware
upgrades may be conducted by a combination of remote versions for listed Components, configuration backup for
and/or on-site resources at VCE’s sole discretion. each VCE System Component, and verification that
Components have been upgraded successfully. A
Service Scope “Component” means a grouping of hardware and
Subject to the “Customer Responsibilities,” VCE software elements (either compute, network, storage, or
personnel or authorized agents shall work closely with virtualization) that make up a VCE System and are
the customer to perform the following activities as part of supported by an RCM version.
the Service:
Roles and Responsibilities
• Initiate a kickoff meeting in a timely manner to review
project scope, expectations, communication plans, • VCE Consultant(s): Conduct(s) VCE System software
and availability of required resources. and firmware upgrades.
• Determine the engagement process and schedule. • VCE Project Manager: Plans and coordinates all VCE
engagement-related activities.
• Develop a high-level project plan with critical-path
events and milestones. • Customer Project Manager: Plans and coordinates all
customer engagement-related activities.
• Provide oversight and coordination during the
preparation, execution, and closure of the Service. • Customer Technical Lead(s): Responsible for any
components not sold as part of the VCE System,
• Coordinate with an assigned customer project including server hardware, storage, and networking.
manager to perform the Service during the customer’s
scheduled change control windows.
• Assign and schedule VCE resources required for
execution of the Service.

Data Sheet
© 2017 Dell Inc. or its subsidiaries.
Key Activities access), as necessary, to perform the Service during
The following table represents the key tasks delivered as normal VCE business hours or at mutually agreed
part of the Service and responsible parties. times.
• Manage interface with customer’s technical support
Task Responsibility and application teams including all vendors and third
parties, as necessary.
Project kickoff All
• Ensure that authorized representatives of the
VCE System assessment VCE customer will perform activities, attend meetings,
Software upgrade information gathering All make decisions, and complete documentation
requested by VCE in a timely fashion and in
Customer VCE System upgrade review VCE
accordance with the times specified in the agreed
Schedule Component upgrades according All project plan. Such activities include project kickoff,
to agreed-upon change control windows
project planning, attending interviews, responding to
Upgrade compute software Component VCE questionnaires and surveys, and agreeing upon an
Upgrade network software Component VCE implementation test plan.
Upgrade virtualization software VCE • Assign a Project Manager with the authority to make
Component project decisions and represent the customer in all
Upgrade storage software Component VCE matters related to this Service. Customer’s Project
Manager will provide a single consolidated response
Upgrade Advanced Management Platform VCE
software Component, if needed to any review, approval, change, or decision request.
Verification of successful upgrades VCE • Provide Customer Technical Leads with relevant
domain, business, and/or technical expertise as
Wrap-up call All
required. Customer Technical Leads are the
VCE Staffing acknowledged spokespersons for the areas they
represent, and the VCE project team requires regular
VCE provides appropriate on-site and/or off-site and timely access to them. If the customer’s Technical
representatives to perform the Service specified in the Leads are unable to attend a scheduled meeting, then
Service Scope section, at the sole discretion of VCE. the customer’s Project Manager shall represent the
Customer Responsibilities customer’s staff as the final authority, with respect to
customer on all items of discussion.
Customer must
• Be responsible for, and assume any risk associated
• Obtain and provide all appropriate software licenses with any problems resulting from the accuracy,
necessary to deliver the Service, including, but not content, completeness, and consistency of any data,
limited to, licenses for third-party software. materials, or information supplied by the customer.
• Make reasonable facilities accommodations for the • Acknowledge receipt and acceptance/rejection of all
VCE project team for engagement activities that occur deliverables associated with the Service as quickly as
at the install location. These accommodations will commercially reasonable, but in all events within ten
include a desk/cubicle, voice telephone, Internet (10) business days of delivery (not including local
access, and shared access to laser printer, copier, fax, public holidays). The customer will use the VCE
and conference room facilities. project milestone completion form to indicate
• Complete VCE supplied questionnaires within required acceptance of deliverables. If such acknowledgment is
timelines. not received within this period, all deliverables will be
deemed acknowledged and accepted.
• Ensure that all environment and operational
requirements are met prior to the commencement of • Make change control window(s) of sufficient duration
the Service. available for VCE (including authorized agents of
VCE) to upgrade Components and verify successful
• Ensure that maintenance is current for any
upgrades during a period of at least seven (7)
Components that will have firmware or software
consecutive calendar days.
updates applied, including but not limited to data
protection and technology extension products. • Complete implementation of (and maintain through the
Service): (i) industry best practice administrative,
• Participate in VCE-hosted remote web conferencing
technical, and physical measures that protect the
sessions, as required.
security, integrity, confidentiality of customer’s data,
• Provide VCE representatives with access to the and (ii) encryption of all electronic information stored
customer’s systems and networks (including, without on any medium which could be accessed by the
limitation, remote systems and remote network Service herein.

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© 2017 Dell Inc. or its subsidiaries.
• Assume full responsibility for data backup and network (SAN) or a backup environment connected to
recovery. VCE is not responsible for any loss of, EMC Multi-Director Switch (MDS).
damage to, or corruption of data, including • Upgrades to more than thirty-two (32) blades.
unrecoverable data in connection with the Service.
• Upgrades to more than one (1) VMware vCenter
• Restrict and prevent VCE access to data not pertinent Server instance per VCE System.
to the delivery of the Service, including but not limited
to personally identifiable information. • Upgrades to VMware NSX components for VxBlock
Systems.
• Complete all migration of workloads prior to the
scheduled maintenance window for the Component(s) • Upgrades to Converged Technology Extensions.
being targeted. • Upgrades to VxRack Systems.
• Identify the best course of action to allow the target • Upgrades to Vblock Specialized Systems for Extreme
Component(s) to be upgraded in circumstances where Applications and Vblock Specialized Systems for High
the customer’s VCE System is being oversubscribed. Performance Databases.
Service Schedule • Upgrades to products that may be installed with the
VCE System but are outside the scope of components
The anticipated Service start date is four (4) weeks after
defined by the VCE RCM (e.g. VMware Site Recovery
receipt and approval by VCE of the customer’s purchase
Manager).
order for this Service or as mutually agreed upon.
Upgrades to Components shall begin no later than • Installation of VCE Vision Intelligent Operations
fourteen (14) consecutive calendar days after completion software.
of the VCE System assessment, after which this Service • Software upgrades for VCE Foundations products that
shall automatically expire and will be null and void VCE deems upgradable by the customer.
unless otherwise agreed to by VCE in its sole discretion.
• Database upgrades.
Customer may use purchased Services on a VCE
• EMC XtremIO upgrade from version 2.x.
System that is compliant with the current RCM version or
the two (2) previous major RCM versions. Upgrades of • Disruptive upgrades requiring data on-load and/or off-
systems not compliant with at least the two (2) previous load.
major RCM versions or do not qualify for VCE™ Support • VCE Vision software connector upgrades.
will be subject to a custom Statement of Work (“SOW”).
No refund will be due or paid to customer for unclaimed • Migrations from Cisco Nexus1000V to VMware Virtual
or incomplete work. Distributed Switch.
• Application and customer data backups.
Service Scope Changes
• Services to expand capacity through the
Any changes to the Service, the schedule, charges, or implementation of additional hardware.
this Service Scope must be agreed upon in writing by
VCE. Until changes are agreed to in writing, VCE will • Troubleshooting for previously and newly identified
continue to perform work as provided in this document VCE System failures or errors.
and such work is deemed to be in accordance with the • Production of customer internal documentation.
obligations of VCE.
• Archiving, backup, restoration, disaster recovery, and
Service Scope Exclusions business continuity design for any data and/or
applications related to the VCE System or individual
Only the Service stated in this document is included, and
servers housed on the VCE System.
any additional work is out of scope of the Service and
must be purchased separately. Specifically excluded • Any customization of management tools or
services include but are not limited to the following: configurations.
• Provision of any software licenses. • Interim patches and upgrades that are released but
not defined as mandatory and do not require
• Procurement of any VCE Systems, as well as any
immediate implementation, as determined by VCE.
additional hardware and software.
• Performance tuning, configuration changes, and other
• Upgrades to components separate from a VCE
modifications to comply with VCE best practices.
System. VCE will coordinate with the appropriate
vendor of such separate components to implement • Provision of security-cleared project resources to meet
upgrades defined by the VCE RCM. Separate government or customer-specified security
components may include, but are not limited to, requirements.
customer equipment connected to the VCE System, • Physical or virtual migration services.
such as an upstream network-connected storage area

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© 2017 Dell Inc. or its subsidiaries.
• Provision of the power, cooling, environmental documentation supplied to VCE by customer to support
standards needed to support a VCE System. the delivery of the Services will be provided in English.
• Any other services offered under separate part number Unless otherwise provided in the Governing Agreement,
or SKU. customer is deemed to accept the Service rendered if no
objection is raised within ten (10) days after customer is
Terms and Conditions presented with a milestone completion form or other
Customer’s issuance of an order to purchase the Service statement of completion by VCE. VCE MAKES NO
signifies its agreement to the terms and conditions in this WARRANTIES, EXPRESS OR IMPLIED, IN THIS
document and its acknowledgment that the Service is DOCUMENT.
provided under and is governed by either (a) a separate The Service price is based on the VCE System on which
written agreement between the parties for the delivery of it will be performed (and designated in the brackets in
professional services, or in lieu of a signed agreement, the Service part number above).
(b) the standard VCE™ Professional Services Terms
and Conditions available at www.vce.com/serviceterms Effective for orders placed on or after August 19, 2017.
(the “Governing Agreement”). For More Information
This document constitutes a Service Order, or statement More information about Dell EMC solutions and services
of work (“SOW”), as defined in the Governing is available from www.dellemc.com and from your local
Agreement. This is a fixed-price order. VCE will bill and representative.
invoice customer at its standard time-and-material rates
plus travel expenses for any additional services beyond
the Service or any costs incurred for customer’s failure
to meet its responsibilities specified in this document. All
project activities will be conducted in English and all

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© 2017 Dell Inc. or its subsidiaries. All Rights Reserved. Dell, EMC and other trademarks are trademarks of Dell Inc. or
© subsidiaries.
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may be trademarks of their respective owners. Reference Number: H15913