Pure as-a-Service RACI

R-Responsible, A-Accountable, C-Consulted, I-Informed

No

Description

Pure

End User

STRATEGY AND ENGINEERING

1

Engineering and Certification Integration standards as they relate to Pure deployments

C,I

R,A

2

Prepare high-level design and low-level designs (Physical & Logical)

C,I

R,A

3

Review and document security procedures and requirements as they relate to Pure deployments whilst adhering to Security standards and guidelines set out by the end customer

C,I

R,A

INSTALLATION

4

Site planning –Provide prerequisites for the physical installation of the storage arrays like Rack space, Power, Cooling, Connectors, Cabling, etc.

R,A,I

C,I

5

Configuration –the Basic configuration of the storage array

R,A

I

6

Preparation of the Networking environment to allow connectivity to Pure1® servers and replication between the arrays (where required) including, IP address assignment, routing and firewalls configuration, DNS and proxy assignment.

C,I

R,A

7

Design and configure the monitoring environment required for monitoring of the storage arrays via PURE1® Cloud

R,A

I

8

Provision of service infrastructure and cabling between arrays and switches

C,I

R,A

9

Installation of Pure storage equipment: racking, stacking, internal cabling, power-on, health check, etc.

R,A

C,I

10

Testing of overall storage solution end to end

C,I

R,A

MANAGING STORAGE SERVICES (Pure as-a-Service Customer Success)

11

Volumes provisioning, Host connections, network, rack provisioning, and BAU operations

I

R,A

12

Service Infrastructure support- Detect identified events and notify, Perform fault isolation and troubleshooting, hardware replacement, software upgrade.

R,A

C,I

13

Software License –Provide software licenses within the service infrastructure and software stack shipped by Pure for all the basic and advanced features of the operating system.

R,A

I

14

Evergreen non-disruptive service infrastructure upgrades throughout the Service Term

R,A

I

15

Support services - uptime guarantee with no exclusions for capacity upgrades, refresh or other planned outages. 15 minute Sev 1 response time SLA, 4 hours on-site break-fix response time SLA, case reporting and handling by the portal, email or phone

R,A

I

16

Remote monitoring, reporting, predictive analytics, and automated support services

R,A

I

17

Asset management, capacity management, shipping logistics and lifecycle management including non-disruptive capacity upgrades and any required service infrastructure refresh

R,A

I

18

Install services to support capacity expansions/reductions and required upgrades

R,A

I

19

Ownership of overall change control process for all customer infrastructure including coordinating approvals as required

C,I

R,A

20

Equipment decommissioning and secure erase (working with Pure’s support) at the time of termination

C,I

R,A

21

Equipment pick up and returns at the time of termination or swap

R,A

C,I

REPORTING, TRAINING, AND SUPPORT

22

Monthly consumption reporting and regular service performance reviews across locations, along with recurring billing and supporting details to facilitate internal chargeback

R,A

C,I

23

Documentation – Develop and deliver admin guides, operational manuals, best practice white papers, etc.

R,A

I

 

Last Updated August 9, 2021