ITS 18-202 - Attachment G - City of Phoenix Home · Web view+91-80-4002-5313 Mobile Number +91 98869.17677 E-mail Address

Dell EMC

Prepared for:

Prepared by:

Dell EMC 176 South StreetHopkinton, MA 01748USA

Effective Date: 6 July 2017 Quote Number: 6001323432

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Statement of Work for

SAP Transformational Services

Dell EMC Statement of Work for <Partner>

TABLE OF CONTENTS

1. INTRODUCTION.............................................................................................................32. ENGAGEMENT SCOPE AND APPROACH...................................................................3

2.1. SERVICES...............................................................................................................32.2. COMPLETION AND ACCEPTANCE......................................................................162.3. CHANGE MANAGEMENT.....................................................................................16

3. CUSTOMER RESPONSIBILITIES...............................................................................174. ADDITIONAL ENGAGEMENT SCOPE SPECIFICATIONS.........................................195. LOCATION................................................................................................................... 206. ENGAGEMENT CONTACTS........................................................................................207. FEES AND INVOICING................................................................................................21

7.1. FEES......................................................................................................................217.2. ESTIMATE REVISIONS.........................................................................................247.3. EXPENSES AND OTHER CHARGES...................................................................24

8. ACCEPTANCE OF STATEMENT OF WORK..............................................................25APPENDIX A..........................................................................................................................26APPENDIX B..........................................................................................................................27APPENDIX C..........................................................................................................................29

© Copyright 2016 EMC Corporation 2 of 30SOW #: AEC08924718


1. IntroductionThis Statement of Work (this “SOW”) is between Partner (“Customer”) and EMC Corporation (“EMC” or “Dell EMC”) and sets forth the business parameters and other matters regarding services that Customer has engaged Dell EMC to provide hereunder (the “Services”). This SOW and performance of the parties hereunder is governed by and subject to the terms and conditions set forth in the Professional Service Agreement between Customer and EMC dated as of October 03, 2007 (the “Agreement”), which by this reference is incorporated herein and made a part hereof. Capitalized terms used herein but not otherwise defined shall have the meanings ascribed to such terms in the Agreement.

2. Engagement Scope and Approach2.1. SERVICESDell EMC will perform the following Services under this SOW:

Dell EMC Professional Services has been retained to provide services for Partner (“Customer”).

Overview

This SAP Virtualization Plan, Design, Deploy and Migrate engagement provides for the end-to-end SAP migration form AIX to a VMware vSphere virtualized platform. Customer has requested assistance from Dell EMC with the effort to virtualize and migrate Customer’s current SAP Landscape to Dell EMC. Dell EMC will leverage its best practices methodologies for virtualizing SAP, which will include the following:

SAP on VMware Design and Plan

SAP on VMware/SAP OS/DB Migration Planning

SAP OS/DB Migration

The scope of this effort includes the effort includes either migrating the solution from IBM DB2 to either IBM DB2 or SAP HANA.

The SAP on VMware vSphere® Design and Plan is to assess the Customer’s current and planned infrastructure and application build against SAP and VMware best practices for SAP in a virtualized environment.

The SAP on VMware Design and plan provides an understanding of all the current solution and the requirements, goals and constraints and creates an entire SAP and VMware infrastructure and application Design

o Defines infrastructure settings/configuration as well as migration plan and SAP application installation/footprint

The SAP on VMware and SAP OS/DB Migration Planning phase provides for the deployment of the Design as well as provides the detailed planning required as part of the heterogeneous SAP OS/DB Migration

The SAP OS/DB Migration provides for the migration of the Customer’s existing nine (9) module SAP solution to the newly created infrastructure. This includes the Development, QAS, Production, Sandbox, N+1 Dev and N+1 QAS SAP Landscapes.

This SOW covers the migration of up to fifty-five (55) SAP workloads consisting of eight (8) to nine (9) solutions across six (6) landscapes, for a total of fifty (50) migrations. It is assumed there are some associated workloads to be migrated such as SAP router, web dispatcher etc. which are included in this scope.

To assist with accomplishing the objective of this engagement, Dell EMC will provide the services and work products defined below.



Project Phases:

This SOW is organized in the following phases as below:

Phase 1: Engagement Planning

Phase 2: Engagement Kick-off

Phase 3 - VMware vSphere SAP Virtualization Design and Migration Planning

o Phase 3A – SAP on VMware Assessment Phase

o Phase 3B – VMware vSphere SAP Virtualization Design and Migration Planning

Phase 4 - SAP Platform Infrastructure Deployment and SAP OS/DB Migration Planning

o Phase 4A – VMware vSphere Infrastructure Deployment

o Phase 4B – SAP Detailed Heterogeneous OS/DB Migration Planning

Phase 5 – SAP Solution Platform Migration

Phase 6: Engagement Closure Meeting

Phase 1: Engagement Planning

After the SOW is signed and the purchase order is received, Dell EMC will conduct a pre-engagement planning call with Customer to initiate the project. Topics to be discussed include the following:

Review of project scope and objectives

Project timelines, scheduling, and logistics

Identification of Customer project team members that Dell EMC will work with

Review the work streams, phases, and use cases selected for this engagement

Identify and agree to key dates

Review the applicable Project Checklist and progress toward completing it

Issue tracking and escalation

Availability of appropriate facilities including, but not limited to, meeting rooms, work locations, whiteboards, projectors, special access needs, any other pertinent information needed prior to Dell EMC consultant arriving on-site

Prerequisites and other preparation required in advance of the project kick-off, including site access (badging) and system access (credentials)

Identification of three (3) Customer contacts as Satisfaction Survey recipients



Customer will complete the engagement prerequisites specified in the applicable Project Checklist prior to the arrival of Dell EMC resources arriving on-site

Activities

Kick-off call (Customer and Dell EMC)

Pre-engagement call(s) to discuss project scope, requirements, prerequisites, and schedules (Customer and Dell EMC)

Phase 2: Engagement Kick-off

The Dell EMC project team will lead Customer project sponsors and stakeholders in a project kick-off meeting to review expectations about the purpose of the engagement, the delivery approach and timelines, the amount of time and effort required from the participants, and the expected phases and work products. The objectives of the meeting are:

Introducing the Dell EMC team, roles, and responsibilities

Describing the project goals, phases and key dates

Explaining the expected project results and work products

Agreement on communication and reporting processes

Validating the project expectations and clarifying roles and responsibilities

Activities

Engagement kick-off meeting.

The is phase is broken down into two (2) main components:

The SAP on VMware Assessment Phase

The SAP on VMware Design Phase and Migration Planning

Phase 3a – SAP on VMware Assessment Phase

The objective of this phase is to review the design of the existing SAP on AIX solution to gain an understanding of the goals, requirements and constraints, and additionally, the Assessment collects and analyzes Customer-supplied data around sizing, hardware, the SAP application and decisions by Customer which may impact the future solution.

To assist with accomplishing this objective Dell EMC will:

Work with the following teams to understand the design

o System

o Network

o Storage



o Database

o Application

o Technical and administrative process

Review the following aspects relative to virtualizing SAP

o SAP Landscape

o SAP Installation Footprint

o vSphere configuration

o Virtual environment sizing

o Virtual machine layout

o ESXi cluster layout

o ESXi cluster (host specifications)

o Advanced ESXi configuration options

o Resource pool configuration

o Resource allocation (CPU and RAM)

o vCenter Server system design

o Networking configuration

o Distributed switches and port groups

o Storage layout

o Storage allocation and storage tier configuration

o vSphere and vCenter logs and metrics

o Backup and recovery

o High Availability (HA/FT)

Activities

Facilitated workshops, working sessions, interviews, and review / analyze outputs from Customer provided documentation and reports

Future state requirements and constraints gathering

Document work products

SAP Virtualization Assessment Report

SAP Virtualization Executive Summary Presentation



Phase 3B – VMware vSphere SAP Virtualization Design and Migration Planning

The objectives of this phase are as follows:

Review and validate the requirements and recommendations documented in the VMware SAP Virtualization Assessment Report, or Customer-provided detailed documentation

Develop a detailed VMware-based SAP virtualization design

Develop VMware vSphere Environment Operational Guidelines based on VMware best practices

Develop a high-level migration strategy

Develop a high-level Implementation project plan

To assist with accomplishing these objectives, Dell EMC will perform the following activities:

Review and validate the defined requirements and recommendations documented in the VMware SAP Virtualization Assessment Document

Document gaps and/or additional requirements resulting from the review and validation process

Facilitate SAP virtualization design workshops to drive the development of the VMware vSphere architecture and specifications

Develop and document the design of the VMware vSphere environment associated with the virtualization of SAP. This includes the following:

o Architecture blueprint including the physical and logical architecture of the target VMware vSphere environment

o Virtual SAP sizing/Build sheets

o Virtual machine layout

o VMware vSphere ESXi™ cluster layout

o ESXi cluster (host specifications)

o VMware vCenter Server™ system design

o Networking

o Storage layout

o Backup and recovery

o High Availability (HA)

o Best practice considerations and analysis for SAP

Define and document VMware vSphere environment operational guidelines (e.g. cloning and performance management) based on SAP and VMware best practices

Define and document a high-level migration strategy for the SAP Virtualization Design



Define and document a high-level implementation project plan that is used as a template for more detailed definition and refinement and for the baseline required SAP OS/DB Migration Project Plan


SAP Virtualization Design

SAP System Build Sheets

Operational Guideline

Verification Guideline

Phase 4 - SAP Platform Infrastructure Deployment and SAP OS/DB Migration Planning

The objectives of this phase are to assist Customer in the following phases.

Install and configure a vSphere environment for virtualization of SAP

Create Baseline Operating System and Database installations as necessary up to six (6) templates (templates)

Assist with the detailed planning and migration cookbook

Due to change in Operating System change SAP must approve project plan, Dell EMC will assist Customer to submit project plan to SAP

Phase 4A – VMware vSphere Infrastructure Deployment

To assist with accomplishing these objectives Dell EMC will perform the following activities according VMware’s best practices

Install; configure ESXi Hosts based on VMware’s SAP virtualization best practices

Install and configure vSphere vCenter Server and vCenter Server Database Server

Configure vSphere networking environment including network I/O Control

Configure virtual storage, storage I/O Control

Create up to six Virtual Machine (VM) templates ready for OS installation

Configure vSphere cluster VMware High Availability

Configure vSphere cluster Distributed Resource Scheduling (DRS) including affinity and anti-affinity rules

Provide assistance, while Customer execute OS, Database, and Application installation and testing

Assist with optimization and tuning of the VMware vSphere environment while Customer execute testing

Build virtual machines as per design/SAP Landscape

Provide baseline Virtual Machine Requirements

Resources (Memory, processor, disk space)



Disk layout/sizing

Operating System software to be installed

Patch and configure Operating System

Phase 4B – SAP Detailed Heterogeneous OS/DB Migration Planning

A Heterogeneous migration such as this is regulated by SAP. SAP has a series of minimum requirements around this process:

It is mandatory to perform at least one (1) test or Mock migration of the Production Landscape

The project plan must be signed off on by a certified SAP OS/DB Migration Specialist

A minimum of two ( 2) weeks of technical testing must be performed on the Mock migration

Project Plan must be submitted and approved by SAP

The objectives of this phase are to assist Customer in the following phases:

Confirm Migration Methodology

Create high level migration Plan and submit to SAP

Assist with testing planning

Create Detailed project plan of all steps

o Identify all steps and anticipated timing

o Identify all necessary interface changes

o Identify certificates needed

o Review of Profiles and identify any required changes

o Create updated profiles

o Work with Customer to identify all necessary software

o Work with Customer to identify all necessary resources

o Work with Customer team to understand all tasks required of them

Create Cookbook of Process form detailed notes of Mock Migration

Refine and Update Process/Cookbook through each subsequent Migration Iteration


OS/DB Migration Plan

SAP virtual vSphere Infrastructure in place and validated



Phase 5 – SAP Solution Platform Migration

Note: The SAP platform migration in no way affects SAP licensing. The Customer will have to obtain new license keys, but as SAP is per seat licensed, changing of the platform or the SAP installation footprint has no effect on SAP licensing. If the Customer choses to simultaneously migrate to SAP HANA they will have to work with SAP to obtain HANA licenses.

The objectives of this phase are:

Validate landscape builds

Validate OS and Software installations

Perform one (1) test migration of Production Landscape (as required by SAP)

Migrate SAP Development, Quality assurance and Production solutions to virtualized platform

Clone and rename (SAP refresh) for Sandbox, N+1 Dev and QAS

Perform technical testing for SAP Solution

Identify any remediation and provide remediation requirements for Customer to perform

Systems Identified for virtualization migration:

Solution PRD QAS DEV SBX DEV+1 QAS+1

ECC X X X X X X

BW X X X X X X

PI X X X X X X

UCS X X X X X X

SRM X X X X X X

MDM X X X X X X

??? X X X X X X

??? X X X X X X

SolMan X X



To assist with accomplishing these objectives Dell EMC will perform the following activities (note that this description assumes Methodology will be an SAP Homogeneous System Copy. It is subject to change and will be understood once the design process is complete):

Mock Production: Perform Mock migration of Production Landscape using SAP Heterogeneous System Copies

SAP Production is source

Tuning and validating source database prior to export to optimize export and minimize errors and obtaining SAP license key, with the assistance of Customer, on target prior to starting migration, and also the license keys will be obtained before export

Perform SAP export

Perform Import using SAPinst. This may include using package splitter and or other advanced migration techniques if necessary.

Perform Post system copy steps as per the standard SAP Heterogeneous System Copy Guide

Perform technical testing and identify any remediation for Customer to perform

Create Dialog Instances as required by landscape design (maximum one (1) each)

Assist with Customer testing and remediate technical/performance issues with regard to the SAP solution or the vSphere environment

Create “cookbook” of process

o Identify DB size change for cookbook

o Time each step

o Identify any issues during process/provide solution

o Identify any process improvements

Review Cookbook and tune import/export process

Migrate Development: Perform SAP Heterogeneous System copy migration of Development SAP landscape

Source is Development

Perform SAP export



Perform technical testing and identify any remediation for Customer to perform

Create Dialog Instances as required by landscape design

Assist with Customer testing and remediate technical/performance issues with regards to the SAP solution or the vSphere environment



Update “cookbook” of process

Identify DB size change for cookbook

Time each step

Identify any issues during process/provide solution

Identify any process improvements

Review Cookbook and tune import/export process

Perform technical testing and remediate any issues

Shutdown current Development physical solutions

Update cookbook and tune process

Create report of results to date

Facilitate Go/No Go meeting

Migrate Production: Migrate Production Landscape using SAP Heterogeneous System Copies

Isolate current production landscape (no end user access) and with the help of Customer will include a step to disable all batch jobs prior to starting SAP Production Migration as this could cause erroneous transaction to process in any integrated system

Perform Export from Production Solutions

Perform Import using SAPinst

Perform Post system copy steps

Restore the transport system


Create Dialog Instances as required by SAP Landscape Design

Release to functional team for Validation testing


Shut down Physical servers

Release to end users

Migrate Dev+1 and QAS+1: Perform migration of development and test +1 SAP landscapes

Source is Dev and QAS+1



Perform SAP export




Create Dialog Instances as required by landscape design (maximum one (1) each)


Shutdown current Test physical solutions

Create report of results to date

Rebuild Sandbox as a refresh of Production

Phase 6: Engagement Closure Meeting

Upon completion of the project, Dell EMC will conduct a Closure Meeting with Customer. This is the last step in the project and provides a checkpoint to verify that Customer team is prepared for a transition to owning, operating or maintaining the services provided. Items reviewed in this meeting include:

Work products

Financial summary

Customer satisfaction survey contacts

Knowledge transfer

Project summary

Project lessons learned

Deployment guidelines

Operational guidelines

High-level migration strategy.

High-level Implementation project plan

Weekly status meetings and status report including:

Project progress

Milestone tracking

Accomplishments



Budget tracking (as applicable)

Risks, issues, and action Items

SAP Migration documents including:

SAP Migration Plan

Full SAP Platform Migration Project Plan

Host requests

Cookbooks

Final SAP Landscape and Footprint

Fully Migrated SAP Solution

Schedule

Dell EMC estimates that the execution of this project will have a duration of up to twenty-six (26) Weeks to execute if all assumptions are met and there are no intervening delays outside of Dell EMC control. Work will be performed according to a schedule agreed upon by all parties. Typically, work will be performed during normal business hours and workdays (weekdays and non-holidays).

Project Governance

Purpose

Governance refers to the set of policies, processes, procedures and responsibilities that define and establish management and control of a project or program. Project governance outlines the relationships between all groups involved in the project, describes the project information flow to all stakeholders and validate reviews at stages of the project.

Governance mechanisms are necessary to confirm that the outcomes of this project are according to a mutually agreed upon project plan. Dell EMC and Customer will form a partnership to establish and adhere to the following governance structure. This effort will be led by the Dell EMC Senior Project Manager, Customer Project Manager.

Structure

Decision Making Authority

Dell EMC and Customer will identify the stakeholder(s) with the authority make project decisions and review work products. A RACI matrix will be created and maintained to communicate key roles and responsibilities and serve as a record for accountability.

Review

An activity tracker will be created and maintained by the Dell EMC Senior Project Manager and Customer Project Manager. The tracker will include the name, description, the responsible party, due date and the decision making authority. Status will receive routine review in accordance with the cadence of the project communication plan.

Bi-Weekly Leadership Meetings – Steering Committee



For the duration of the engagement, a bi-weekly executive status meeting will be held with decision making authorities from Dell EMC and Customer (Engineering, Operations, Migrations, Service Delivery, Project Management, Executive Sponsors). The goal of this meeting is to maintain communication regarding the status of project work products, promote accountability, and address decisions that could affect the progress of the engagement.

Escalation Process

For utilization of project leadership resources, Dell EMC and Customer will define and document the criteria and process for escalation of issues within the respective organizations.

Dell EMC’s approach for escalation breaks the items down into the three (3) key areas of project management: scope, timeline, and resources. Day-to-day items will be resolved at the project level. Items across work streams will be brought to the attention of the Senior Project Manager for resolution. If agreement cannot be reached, or a decision is required, an escalation can be triggered.

Table 1: Areas of Escalation

Area Item Role Escalation Action

Scope Changes to overall program scope Project Managers Escalate to Program Steering Committee

Timeline Changes to overall program timeline

Project Managers Escalate to Program Steering Committee

Resources Changes to project allocations Resource Managers

Project Managers

Escalate to Program Steering Committee

Role Descriptions

Dell EMC Project Team

The Dell EMC team will be comprised of multiple roles and may vary in the level of effort, as dictated by the project needs. Dell EMC anticipates that all team members will contribute throughout the work efforts, utilizing their respective skills and integrating the findings. The roles anticipated for this engagement are described below.

One (1) or more Consulting Architects:

The VMware technical resources are VMware certified professionals and have significant technical expertise with VMware products herein.

One (1) or more Senior Consultants:

The VMware technical resources are VMware certified professionals and have significant technical expertise with VMware products herein.

Dell EMC Senior Project Manager

Refer to Appendix C



Dell EMC is responsible for performing only the Services described in this SOW. All other services are considered outside the scope of this SOW.

2.2. COMPLETION AND ACCEPTANCE Upon completion of a Milestone, Dell EMC will submit the associated tangible Deliverables, if any, to Customer accompanied by an Acceptance Form in the form set forth in Appendix A to this SOW. Upon such submission, Customer will review, evaluate and/or test, as the case may be, the applicable Deliverable(s) within five (5) business days (the “Acceptance Period”) to determine whether or not each Deliverable(s) satisfies the acceptance criteria for the particular Deliverable in all material respects. If the Deliverable satisfies its acceptance criteria in all material respects, Customer will furnish a written acceptance confirmation to Dell EMC via the Acceptance Form prior to the end of the Acceptance Period. For a Deliverable that is not accepted due to a non-conformity or defect, Customer will indicate the detailed reasons for such rejection on the Acceptance Form and return the Acceptance Form together with the associated tangible rejected Deliverables, if any, to Dell EMC (a “Rejection Notice”) within the Acceptance Period. Upon receipt of a Rejection Notice, Dell EMC will promptly correct any defects or non-conformities to the extent required so that each Deliverable satisfies the requirements of this SOW and its acceptance criteria in all material respects. Thereafter, Dell EMC will resubmit a modified Deliverable to Customer, accompanied by the Acceptance Form and the process set forth above will be repeated. However, Customer will limit its review, evaluation and/or test of each resubmitted Deliverable to determining whether or not Dell EMC has corrected the defects or non-conformities identified in the Rejection Notice and to the effects or impact which Dell EMC’s corrections or modifications have on other Deliverables or other portions of the same Deliverable. If Customer fails to provide Dell EMC with the above described Rejection Notice prior to the end of the applicable Acceptance Period, then the corresponding Deliverable(s) are deemed accepted.

2.3. CHANGE MANAGEMENTTo ensure the success of this engagement, it is critical that Customer and Dell EMC have a clear understanding of engagement expectations. The parties will utilize the approach outlined below for managing the scope of the engagement.

Customer or Dell EMC may propose changes to the Services under this SOW, including Deliverables, scope or any other aspect of the engagement. Changes may be appropriate based upon actual experience or as Customer better understands or redefines its requirements. In addition, changes may be necessary if Customer does not comply with any of its responsibilities or other obligations under this SOW or in the event of any deviation from any assumption, constraint, dependency or engagement scope specification contained in this SOW. The change management process for this engagement consists of the following:

Change Initiation – All proposed changes will be forwarded to, or originated by, the Dell EMC project manager and documented. A copy of the proposed change request will be forwarded to the Customer project manager. Change requests will be documented using the Change Request form attached to this SOW as Appendix B.

Change Validation – Only when the change request is clearly understood can the engagement team evaluate the impact of the change and determine whether the change can be accommodated. Therefore, the proposed change will be examined and discussed with the Customer contact identified in this SOW.

Change Analysis and Impact Analysis – Dell EMC will prepare a change analysis and impact analysis using the Change Request form. The impact analysis includes a cost and schedule impact to the engagement, if applicable. This will be reviewed with Customer for approval. If Customer wishes to approve the change, it must provide its approval within five (5) business days of submission of the Change Request form.

Change Implementation – If approved, the change will be noted as “Approved” and will be incorporated into the schedule and managed for progress. If the change is not approved, the change will be noted as “Rejected” and Dell EMC will continue to perform without regard to the proposed change (to the extent practically possible).

Possible outcomes of a change request, as may be documented in the change analysis and/or impact analysis, include the following:



1. Can be accommodated within engagement resources and timelines;

2. Can be accommodated but will require an extension of the schedule;

3. Can be accommodated within the current schedule, but additional resources or budget will be required;

4. Can be accommodated but additional resources or budget and an extension of the schedule will be required;

5. Cannot be accommodated without a significant change to the engagement or it is not technically, economically or otherwise feasible.

Dell EMC has no obligation with respect to any change requested by Customer until an appropriate written change order or other amendment to this SOW is approved and signed by Customer and Dell EMC.

3. Customer ResponsibilitiesCustomer’s timely provision to Dell EMC of office accommodations, facilities, equipment, assistance, cooperation, complete and accurate information and data from Customer officers, agents, and employees, and suitably configured computer products (collectively, “cooperation”) is essential to the performance of any Services set forth in this SOW. Customer acknowledges that Dell EMC’s ability to perform the Services and any financial estimate or schedule or milestone commitments related thereto depends upon Customer’s cooperation on a timely basis, the additional engagement scope specifications stated in the Additional Engagement Scope Specifications section below and Customer fulfillment of any additional responsibilities described in this SOW.

The following are the additional responsibilities of Customer:

1. Customer shall provide a Project Manager knowledgeable in pertinent internal Customer processes and able to collaborate with the Dell EMC Project Manager as specified in this SOW.

2. Customer will support and provide representation at project review meetings at a mutually agreed upon time and location to discuss the project status, issues, new requirements and overall project satisfaction. These meetings may also cover performance status updates, schedule updates, pending changes, open issues, and action items.

3. Customer’s Project Manager must have the authority to make project decisions and represent Customer in all matters related to this SOW. Customer’s Project Manager will provide a single consolidated response to any review, approval, change, or decision request and will coordinate internal Customer technical resources in a manner consistent with the overall project schedule.

4. Customer Project Manager will arrange for and coordinate internal Customer technical resources that will be required to interface with Dell EMC Senior Consultants for the execution of the project. Customer staff will actively participate in this engagement, and individuals with relevant domain, business, and/or technical expertise will be available as required. These participants are the acknowledged spokespersons for the areas they represent, and the Dell EMC project team requires regular and timely access to them. If participants are unable to attend a scheduled meeting, then the Customer Project Manager becomes the final authority on all items of discussion.

5. Customer will provide access to facilities and computer systems as required for Dell EMC project team to perform tasks as outlined in this SOW.

6. For engagement activities that need to occur at Customer work locations, Dell EMC expects Customer to make reasonable facilities accommodations for our project team at these location(s). These accommodations will include a desk/cubicle, voice telephone, Internet access, and shared access to laser printer, copier, fax, and conference room facilities.

7. Customer will provide a suitable environment for knowledge transfer (overhead projector and conference facilities). Computer hardware and systems support is required for the knowledge transfer workshops, including: working hardware, network, and storage that is compatible with VMware ESX.



8. Customer is responsible for, and assumes any risk associated with any problems resulting from the content, completeness, accuracy and consistency of any data, materials and information supplied by Customer.

9. Any change to the scope of work explicitly described in this SOW, and any associated additional fees, must be mutually agreed in writing.

10. Customer is responsible for procuring product support for all software to be used in connection with this SOW.

11. Customer is responsible for obtaining licenses and support for all VMware products used in this engagement. Product support must be available when Dell EMC consultants first arrive on-site.

12. Customer will have a fully installed and configured infrastructure as required and communicated in the Service Checklist.

13. Customer is responsible for executing all items discussed in the Service Checklist prior to the arrival of Dell EMC personnel on-site. Any additional time required of Dell EMC consultants to perform the duties of this SOW as a result of Customer’s lack of completion of these checklist items will be considered billable time payable by EMC.

14. All services described in this SOW apply specifically to VMware vSphere

15. Assessment, design, implementation, and optimization of VMware technologies other than vSphere are not included

16. Dell EMC and Customer will review and validate the scope, schedule, resources and effort of this SOW throughout delivery of each phase in this SOW to determine if any modifications are required

17. Customer is responsible for all operating system and database installations, Dell EMC will contribute to required patching/configuration and provide guidance

18. Customer will provide all required remote access and any delays due to lack of full remote access is the Customer’s sole responsibility

19. All services described in this SOW apply specifically to the SAP virtualization effort

20. No Hardware set-up activities are covered within this SOW

21. Customer is responsible for migration for local server shares

22. Customer is responsible for all interfaces

23. Implementation/migration of non-SAP systems are not included

24. No Oracle RAC implementation

25. Customer must provide at least one (1) senior level SAP BASIS resource full time on the Project

26. SOW includes no SAP transactional testing or remediation

27. Customer will install and configure all third party applications

28. Customer will supply necessary documentation to include (but not limited to) a full mapping of the solution, both from a hardware and software perspective, network design, security design, full early watch reports, disk layout, OS build and other documentation as required

29. This SOW only allows for one (1) mock migration. If additional mock migrations are required timelines and Fee will be adjusted via a Project Change Request (PCR)



30. Customer is responsible for receiving approvals from SAP for the Heterogeneous Migration, Dell EMC will provide assistance

31. All activity outside of scope requires an approved project change request

32. Testing will be performed on isolated systems during Mock migration

33. Key Customer staff will be available for the duration of the project

4. Additional Engagement Scope SpecificationsThe Services (including Deliverables) are subject to the following:

1. Costs for hardware and software are not included in Dell EMC’s fees. Our estimate is for labor only.

2. Access to Customer personnel will be identified.

3. Responsibility for staffing the engagement is owned by Dell EMC.

4. Dell EMC will not be responsible for Customer delays and the consequent costs incurred. Any delay caused by any third party vendor providing services or products to Customer that impact the Services, will be considered Customer’s responsibility and an excusable delay to the extent the Services are impeded or delayed.

5. Customer is responsible for the performance of its employees and agents, including any contribution they make to the Services (including Deliverables), and for the accuracy and completeness of all data, information and materials provided to Dell EMC. Dell EMC is not providing any warranty regarding, and is not liable for, Customer software, documentation, equipment, tools or other products or materials. Dell EMC’s performance is dependent upon timely decisions and approvals of Customer in connection with the Services and Dell EMC is entitled to rely on all decisions and approvals of Customer.

6. The Services and resulting Deliverables may include advice and recommendations, but Customer agrees that all decisions in connection with the implementation of such advice and recommendations will be the responsibility of, and made by, Customer. Dell EMC is not providing legal or regulatory advice.

7. Dell EMC is not providing any third party software, tools, equipment or other third party products or materials; including, without limitation, Dell EMC Select Products and Brokerage Products (“Third Party Products”) to Customer. Customer is solely responsible for the negotiation of an applicable agreement with the applicable third party from whom Customer wishes to license or acquire Third Party Products, the terms of which, including without limitation, the license, warranty, indemnity, maintenance and support terms, shall govern such license or acquisition. Dell EMC is not providing any warranty regarding, and is not liable for, any Third Party Products. Third Party Products are not supported or maintained by Dell EMC and Customer must contact the applicable third party manufacturer or supplier directly for support and maintenance services.

8. Dell EMC is not responsible for any alteration or other modification made to a Deliverable by Customer or any third party (excluding any permitted subcontractors working for Dell EMC) or for any work performed by Customer or its contractors in connection with this engagement.

9. Customer will scan all Deliverables and the media on which they are delivered with a current version of an anti-virus application in an effort to detect and eliminate any virus or other software routine, code, device, mechanism or similar item that could disrupt, disable, harm or otherwise impede any program, hardware or data or otherwise interfere with operations. Customer will also maintain a current version of an anti-virus application continuously running on any system to which Dell EMC is given access.

10. Dell EMC may rely upon any standard operating procedures or practices of Customer and any direction or regulatory or other guidance provided by Customer.

11. Customer is responsible for the identification and interpretation of, and ensuring compliance with, any laws, statutes, rules, regulations and standards applicable to its or its affiliates’ business or operations.



12. Any configuration or modification made by Dell EMC to any third party software or materials provided by Customer or work product incorporating such items will be subject to the ownership and other rights agreed to by Customer with the applicable third party.

13. The purchase and/or license of any Dell EMC product will be governed by the terms of a separate license or purchase agreement between the parties. Dell EMC products cannot be licensed or purchased under this SOW.

5. Location The Services shall be performed primarily at the Customer facility (work site) located at:

<Site Name>, <Site Location>

However, Dell EMC shall have the option of performing appropriate portions such as planning and documentation at a Dell EMC-selected location. Customer acknowledges and agrees that identified portions of the Services may be performed by Dell EMC at a Dell EMC-selected off-shore location.

The billing address for the Customer is as follows:

<Billing Contact>, <Billing Address>

In the event that there is a discrepancy between the billing address set forth herein for the Customer and the address set forth on the applicable purchase order from the Customer, the address set forth on the Customer’s purchase order will govern for billing and payment purposes.

6. Engagement ContactsThe primary contacts for each party are identified below and may be changed only by written notice to the other party.

DELL EMC CONTACT CUSTOMER CONTACT

NAME Vikram Ganapathiappan <Customer Contact Name>

TITLE Program Manager <Customer Contact Title>

OFFICE NUMBER +91-80-4002-5313 <Customer Office Number>

MOBILE NUMBER +91 98869.17677 <Customer Mobile Number>

E-MAIL ADDRESS [email protected] <Customer Email Address>



7. Fees and Invoicing7.1. FEES

Dell EMC will provide the work as outlined in this SOW including travel expenses but exclusive of applicable taxes for thirteen thousand seven hundred seventy-two (13,772) VMware Consulting and Training Credits with a cash value of $. The Customer will utilize the thirteen thousand seven hundred seventy-two (13,772) VMware Consulting and Training Credits with a cash value of $ currently on account with VMware as payment to Dell EMC for the Services identified in this SOW.

In lieu of payment from Customer, VMware shall deduct the VMware Consulting and Training Credits from the Customer balance based on Customer’s acceptance of each completed milestone according to the table below.

The scope above includes suggested work products or deliverables. Notwithstanding anything to the contrary contained herein, however, the actual delivery of work products or deliverables will be limited by the time available under this SOW.

Milestone Description Quantity PSO Consulting and Training Credits

Milestone 1 Completion of forty (40) hours of Consultant Architect efforts 168
























Milestone 23 Completion of twenty-four (24) hours of Consultant Architect efforts 90

Milestone 24 Completion of forty (40) hours of Senior Consultant efforts 125


































































Milestone 88 Completion of sixteen (16) hours of Senior Consultant efforts 50

Milestone 89 Completion of forty (40) hours of Senior Project Manager efforts 151













Total (partial remote delivery) 13,772



Please note: If VMware credits are being utilized for these services, the credits are non-refundable. However, they may be re-allocated using the agreed upon change management process.

7.2. ESTIMATE REVISIONSShould Dell EMC’s fee estimate change because of a deviation in any assumption, engagement dependency or scope specification or other provision of this SOW for which a change order as described in the Change Management section of this SOW does not already apply, Dell EMC will notify Customer and discuss any next steps. Agreed-upon changes may result in a change request pursuant to the Change Management section of this SOW, Expenses and Other Charges.

7.3. EXPENSES AND OTHER CHARGESTravel and related expenses incurred by Dell EMC in performing the Services are included in the stated fees. Dell EMC shall not invoice and Customer shall not be obligated to pay for any fees of any type incurred by Dell EMC except as stated herein.



8. Acceptance of Statement of Work Dell EMC looks forward to the opportunity to work with Customer. Please review this SOW for accuracy. If the terms are acceptable, please sign and return to Dell EMC. This SOW may be executed in any number of counterpart copies, each of which will be deemed an original, but which taken together will constitute a single instrument. The parties expressly authorize the use of facsimile counterparts or delivery by other electronic device as a valid method of execution; however, the parties agree to cooperate in good faith to provide each other with a fully executed original of this SOW within five (5) calendar days of any counterpart execution. This SOW together with the Agreement (i) is the complete and exclusive agreement between Dell EMC and Customer with regard to its subject matter, and supersedes all prior oral or written proposals, agreements, representations and other communications between the parties with respect to the Services described in this SOW; and (ii) will apply in lieu of any different, conflicting or additional terms and conditions which may appear on any order or other document submitted by either party.

IN WITNESS WHEREOF, the parties hereto have caused this SOW to be executed by their duly authorized representatives as of the Effective Date set forth on the first page of this SOW.

ACCEPTANCE OF STATEMENT OF WORK - NUMBER AEC08924718 – VMWARE SERVICES

FOR EMC CORPORATION FOR <PARTNER>

Signature

Printed Name

Title

Date

Signature

Printed Name

Title

Date



APPENDIX A

MILESTONE ACCEPTANCE FORM

This Acceptance Form is official notice that Dell EMC believes that the Milestone described below has been successfully completed because Dell EMC’s has met all of the applicable acceptance criteria for such Milestone. By countersigning and returning this Form, Customer is confirming Dell EMC’s successful completion of the Milestone and fulfillment of the applicable acceptance criteria.

If Customer believes that the acceptance criteria for this Milestone have not been met, Customer shall indicate on this Form which acceptance criteria Customer believes have not been successfully met and return this Form as a Rejection Notice to Dell EMC prior to expiration of the Acceptance Period stated in the SOW. Thereafter, the parties shall follow the resolution process set forth in the SOW.

If Customer does not respond in writing within the Acceptance Period, the Services for this Milestone will be deemed accepted.

If the entire price for the Services was pre-paid in full, no invoice will be generated on the basis of this Form.

MILESTONECUSTOMER <Partner>

ENGAGEMENT NAME: <Engagement Name>

SOW NUMBER: <SOW Number>

DESCRIPTION:

DATE OF COMPLETED:

DELIVERABLES/COMMENTS:

FOR EMC CORPORATION <CUSTOMER NAME>

Signature

Printed Name

Title

Date

Signature

Printed Name

Title

Date



APPENDIX B

CHANGE REQUEST FORM

ENGAGEMENT: <name of SOW> ORIGINAL SOW DATE: <date>

TITLE: <descriptive title of change request>

REQUESTOR: <your name> DATE: <date>

REFERENCE SO # CR #

DELL EMC PROJECT #

QUOTE #

DESCRIPTION OF PROPOSED CHANGE:<brief summary of change>

IMPACT ANALYSIS COST

<T&M OPTION>

RESOURCE# HOURS (ESTIMATED)

$ COST/HOUR EST. TOTAL

ESTIMATED TOTAL T&M COST (PAYABLE UPON INVOICE) $0.00

ESTIMATED EXPENSES $0.00

<FIXED FEE OPTION>MILESTONE MILESTONE AMOUNT (USD

OR CREDITS)

ESTIMATED TOTAL FIXED FEE COST $0.00

ESTIMATED EXPENSES $0.00



APPROVALS

For Partner Date

For EMC Corporation Date

PROJECT MANAGER USEYES NO

ENGAGEMENT SCHEDULE UPDATED:

ENGAGEMENT PLAN UPDATED:

ENGAGEMENT STATUS REPORT (INTERNAL & EXTERNAL) UPDATED

Appendix C

PROJECT MANAGEMENT SERVICES Dell EMC will designate a Senior Project Manager as the principal point-of-contact for the Project to provide the project management services below. Customer agrees to designate a Customer project manager to assist the Dell EMC Senior Project Manager to fulfill the responsibilities as set out below.

Project Management Scope



Del

l EM

C

Res

pons

ibili

ty

Cus

tom

er

Res

pons

ibili

ty

Project Setup and Initiation

Conduct kick-off conference call with key stakeholders Develop high-level project schedule Develop Project Management Plan Conduct kick-off meeting with select members of project team Validate project setup is consistent between multiple Dell EMC projects

Scope Management

Validate that all work is within scope of SOW Document changes to scope and execute change control process Maintain list and status of project work products Maintain Work Breakdown Structure (WBS)

Schedule Management

Create and maintain schedule and status of work products Maintain schedule as need arises Assign resources to project schedule Manage Customer resources in schedule Communicate impact of scheduling conflict between multiple Dell EMC

projects Financial Management

Track actual hours and expenses Report project expenditures vs. budget (hours for T&M projects only) Review invoices for accuracy Multi-project consolidated reporting

Quality Management

Define and execute formal review process Establish Customer's project readiness Document requirements for operational readiness and incorporate into

schedule Facilitate review meetings

Risk and Issue Management

Track and manage product risks and issues Track and manage technical project risks and issues Track and manage project risks and issues

Resource Management

Identify and assign qualified Dell EMC resources Determine and document Customer resources required for project Integrate Customer resources into the project schedule



Communications Management

Weekly status report Weekly status meeting Facilitate requirements gathering meetings Facilitate design meetings Facilitate meetings for major project decisions Periodic stakeholder meeting Executive briefing Multi-project consolidated reporting

Project Closure

Obtain EMC signature on Milestone Completion Forms for Fixed Fee engagements

Project closure conference call Formal project closure meeting Facilitate "Lessons Learned" session


Documents

ITS 18-202 - Attachment G - City of Phoenix Home · Web view+91-80-4002-5313 Mobile Number +91 98869.17677 E-mail Address