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 |
|
INSTALLATION1 |
|
|
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 (Evergreen//One 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 |
1 Initial Installation Services are performed upon service activation only; some support services may be provided by an Authorized Support Provider, if opted-in at time of purchase.
Last Updated December 6, 2022