LHC1882BE Service Overview for VMware Cloud on AWS … · Service Overview for VMware Cloud on AWS VMworld 2017 ... Business Hours North America ... – There must be sufficient capacity

Marc Umeno

LHC1882BE

#VMworld #LHC1882BE

Service Overview for VMware Cloud on AWS

VMworld 2017 Content: Not fo

r publication or distri

bution

• This presentation may contain product features that are currently under development.

• This overview of new technology represents no commitment from VMware to deliver these features in any generally available product.

• Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.

• Technical feasibility and market demand will affect final delivery.

• Pricing and packaging for any new technologies or features discussed or presented have not been determined.

Disclaimer

2#LHC1882BE CONFIDENTIAL



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Outline of Session

• Service Overview

• Management and operational responsibilities

• Service approach for software change management

• Host Remediation

• Customer support

• Support options in VMC console

• Service health status page

• Service level agreement

• Additional service operations and support




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VMware Cloud on AWS – service overview

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AWS Global Infrastructure

VMware Cloud™ on AWSPowered by VMware Cloud Foundation

AWS Global InfrastructureCustomer Data

Center

vSphereincl. VIC

vSAN NSX

Operational

ManagementNative AWS

Services

vRealize Suite, ISV ecosystem

vCentervCenter

• VMware SDDC running on AWS bare metal

• Sold, operated and supported by VMware

• Support for containers & VMs

• On-demand capacity & flexible consumption

• Full operational consistency with on-

premises SDDC

• Seamless workload portability and hybrid

operations

• Global AWS footprint, reach, availability

• Direct access to native AWS services

Service Highlights

STRATEGY AND VISION

#LHC1882BE CONFIDENTIAL



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VMware Cloud on AWS – Best of both worlds

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vCenter Server

• Single pane of management and API across on-prem and cloud

ESXi on dedicated hardware

Support for containers and VMs

vSAN on flash storage

Replication and DR orchestration

NSX spanning on-prem and cloud

Advanced network/security services

vSAN NSXvSphere

With seamless access to broad range of AWS services

Unified Hybrid Cloud Management with support for vRealize Cloud Management Platform technologies

STRATEGY AND VISION



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VMware Cloud on AWS is a VMware Service

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• Jointly engineered, one-stop shop for customers

Service is delivered, operated, sold and supported by VMware

AWS global infrastructure

VMware Cloud™ on AWSPowered by VMware Cloud Foundation

vSphere vSAN NSX




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Management and Operational Responsibilities for VMC

• VMware will take on management & operational responsibilities for cloud IaaS infrastructure, cloud SDDC software components and the VMC portal.

– vCenter, NSX, VSAN

– ESX Hosts

– AWS Infrastructure – Servers, Provider Networking

• Tenant customers will be responsible for managing and operating their workloads along with all of their on-premises resources (including their SDDC products).

– VM, VM Tools, Guest OS, Applications

• Some items involve both VMware and Customer

– Management & Compute Network Gateways

• Management Activities

– Deployment, Updates, Configuration, Monitoring, Logging, Backup/DR, Migration, Hybrid Management




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VMC Management and Operational Responsibilities

Resource Deployment Lifecycle Configuration

VMC Console VMware VMware VMware

AWS Infrastructure (Compute, Network, Storage) VMware VMware VMware

Provider VPC VMware VMware VMware

Customer VPC Customer Customer Customer

ESXi Hosts VMware VMware VMware

vCenter VMware VMware VMware

NSX VMware VMware VMware

VSAN VMware VMware VMware

Management Gateway VMware VMware Customer

Compute Gateway VMware VMware Customer

Virtual Machines Customer Customer Customer

Guest OS and VM Tools Customer Customer Customer




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Service Maintenance



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Service Approach for Software Change Management

• Continuous updates for VMC SaaS service components

• Managed delivery of SDDC software updates and emergency patches

– Consistent software versions across the SDDC fleet with continuous delivery of features and bug fixes

– Support customer IT processes and minimize impact of changes

• Workloads continue to run during SDDC software updates

• Planned downtime during SDDC management software updates

– Control plane (vCenter, NSX Manager)

– NSX edge gateways

• Rolling host updates

– Data Plane (ESXi) updates leverage DRS and vMotion

– VMs and Applications maintain uptime during host updates




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Timeline for Updating an SDDC

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Update

NSXBackup

Update

vCenterBuffer Host Updates

Control PlaneWindow

Control Plane Downtime Rolling update across ESXi hosts

Start Notification

Control CompleteHost Update Starting

Notification

CompletionNotification

Data PlaneWindow

Update

POD




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SDDC Maintenance Process

• Whenever SDDC update is upcoming, advance maintenance notification email sent to customer

– Usually 1-2 weeks ahead for regular update, 1-2 days ahead for emergency updates

• When maintenance begins, notification is sent and control plane update process is initiated.

– During control plane update customers should not access vCenter

– If there are a major failures with Control Plane update, we will restore from backup

• Once control plane update is complete, notification is sent to customer and data plane update begins.

– Customers can access vCenter at this time

– We will add a temporary host to your cluster to provide enough capacity for all of your VMs

– Hosts will be placed into maintenance mode and updated one at a time

– Workloads continue to run

• Once data plane update is complete, notification is sent to customer




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DemoAutomated SDDC Update

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Automated Cluster Remediation

HOST FAILS, OR PROBLEM IDENTIFIED

NEW HOST ADDED TO CLUSTER.DATA FROM PROBLEM HOST REBUILT, AND/OR MIGRATED

PREVIOUS HOST EVACUATED FROM CLUSTER, FULLY REPLACED BY NEW HOST

1.

2.

3.

vSAN Cluster

vSAN Cluster

vSAN Cluster

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DemoHost Remediation

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Support



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Customer Support

• Customers of VMC use the VMware SaaS Production Support offering (already included in cost of the service, no additional fees needed)

– https://www.vmware.com/support/services/saas-production.html

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Feature SaaS Production Support

Hours of Operation 24x7

Length of Service 1, 2 or 3 years

SaaS Updates Yes

Method of Access Telephone/Web

Number of Support Requests Unlimited

Business Hours

North America

Latin America

Europe, Middle East, Africa (EMEA)

Asia, Pacific Rim

Japan (APJ

Monday - Friday

6 a.m. to 6 p.m. (local time zone)

9 a.m. to 6 p.m. (local time zone)

7 a.m. to 7 p.m. (GMT/GMT+1)

8:30 a.m. to 8:30 p.m. (Singapore Time)

8:00 a.m. to 8:00 p.m. (JST)

Target Response Times

Critical (Severity 1)

Major (Severity 2)

Minor (Severity 3)

Cosmetic (Severity 4)

30 minutes or less: 24x7

4 business hours

8 business hours

12 business hours



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https://www.vmware.com/support/services/saas-production.html

Chat Support

• Chat support in VMC console

• Staffed by VMmwaresupport team

• Provides quick assistance with your questions or service issues




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Support info for VMC SDDC

• VMC console has support tab for each SDDC

• Provides helpful information when working with VMC service support teams

• Always provide Org ID and SDDC ID in chat and support requests

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Access help through VMC Console




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Service Health Status Page

• Service health status page is available at http://status.vmware-services.io/

• Shows current VMC service state

• Incident or maintenance information

• History of past events

• Subscribe to updates via email, text message, or RSS/Atom feed




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http://status.vmware-services.io/

DemoSupport in VMC ConsoleService Health Status Page

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VMC Service Level Agreement



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Service Level Agreement

• VMware will provide a Service Level Agreement for customers at Initial Availability

• The SLA Definition is focused on SDDC infrastructure and management availability

• Goal is to provide a basic SLA at launch and improve the SLA over time as the service matures

• Customers can request Service Credits for SLA events




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General Approach

1. SLA Coverage focused on SDDC availability

– Leverage vSphere, NSX, VSAN concepts

– VMC console not included in initial SLA

2. Customers request Service Credits for SLA events

– Customers file an SR through myVMware for SLA service credit request

– VMware will monitor for SLA events

3. Other service aspects will be covered in Service Description document




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SLA Definition Overview

1. VMC SLA for VMC will be defined across SDDC infrastructure and SDDC management.

2. SDDC infrastructure

– Availability of compute, storage, and network. Aggregate across these results in a single SDDC infrastructure availability SLA.

– If any of the components has downtime, then the overall SDDC infrastructure is considered to have downtime.

3. SDDC Management

– Availability of vCenter

4. Service maintenance excluded from SLA downtime calculations

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Service Component Availability Commitment

SDDC Infrastructure 99.9%

SDDC Management 99.9%




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SLA Definition

• Each of the following will be considered an SLA Event

– SDDC Infrastructure:

• All of your VMs running on a cluster do not have any connectivity for 5 consecutive minutes.

• None of your VMs can access storage for 5 consecutive minutes.

• None of your VMs can be started for 5 consecutive minutes.

– SDDC Management:

• Your vCenter server is unavailable for 5 consecutive minutes.

• Requirements:

– You must have a minimum configuration for all VM storage policy Numbers of Failures To Tolerate (FTT) = 1 when the cluster has 4 or 5 hosts, and a minimum configuration of FTT = 2 when the cluster has 6 to 16 hosts.

– The storage capacity for the cluster retains slack space of 30% available (as described in the VSAN storage guide).

– There must be sufficient capacity on the cluster to support starting of a VM.




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SLA Service Credits

1. SDDC Infrastructure:

– Service credits will be provided for each host in a cluster that is impacted by an SLA violation

– Customers receive a 10% service credit if cluster availability was between 99.9% and 99.0%

– Customers receive a 30% service credit if cluster availability was less than 99.0%

2. SDDC Management

– Service credits are provided for the entire SDDC across all clusters

– Customers receive a 5% service credit if SDDC management availability was between 99.9% and 99.0%

– Customers receive a 15% service credit if SDDC management availability was less than 99.0%




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Additional Service Operations and Support

• VMC service description available at http://www-review.vmware.com/download/eula/vmware-cloud-on-aws.html

• Documention: https://docs.vmware.com/en/VMware-Cloud-on-AWS/index.html

• Incident and problem management for availability of the VMC service

– Detection, severity classification, recording, escalation, and return to service

• Change management

– Processes and procedures to maintain the health and availability of the Service Offering.

– Processes and procedures to release new code versions, hot fixes, and service packs related to the Service Offering

• Data recovery for SDDC control plane components

– vCenter Server, NSX Manager, NSX Controller, VMware NSX Edge

• Security

– Systems and infrastructure where VMware has sole administrative level control

– Information security, security monitoring, patching and vulnerability management




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http://www-review.vmware.com/download/eula/vmware-cloud-on-aws.html

https://docs.vmware.com/en/VMware-Cloud-on-AWS/index.html



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Questions?

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Documents

LHC1882BE Service Overview for VMware Cloud on AWS … · Service Overview for VMware Cloud on AWS VMworld 2017 ... Business Hours North America ... – There must be sufficient capacity