Service requirement for Hands & Feet Support
As part of “Network Smart Hands Services”, Service Provider will provide touch support for the data center equipment (e.g., servers, backup, storage, network devices). Providing hands and eyes support, inventory capture and logistics (ICL) support, portable storage media (PSM) support, shipping/receiving, data center hardware/parts cage management, asset tagging/barcoding, and disposal coordination.
During Business, on-site technicians will utilize either hot swaps spares[SL1] [NM2] , or engage client approved hardware vendor for any hardware replacements, as needed by client, to facilitate restoration time.
As part of Smart Hands Services, Service Provider shall perform the following activities, (e.g., power cycle devices, cable route/path tracing, manage spares inventory, receive, and dispatch goods, etc.)
Perform visual inspection of third-party equipment such as carrier or provider network equipment.
Provide fault isolation and break/fix activities for the in-scope data center equipment (servers, backup, storage) and network devices (including network sniffer, vulnerability scanners and security sensors);
Direct third-party vendors who may be involved in diagnosing and correcting system related issues and assisting with solutions.
Coordinate maintenance and outages with local and remote vendors.
Rack, stack, install and decommission equipment and assets as requested.
Perform all network cable and jack testing.
Perform all cable patching as required.
Provide after-hours support (during critical change activities) for critical network upgrades and maintenance.
Perform end-to-end network patching.
Participate in DR testing as requested by client.
Provide timely communication on issue status and resolution, at intervals and timings as prescribed by Client, which may vary by issue severity and platforms impacted as determined in Client’s sole discretion.
Maintain ticket updates for all reported Incidents.
Use diagnostic tools under the guidance of the CLIENT SME [SL3] [AC4] [SL5] [NM6] to troubleshoot problems associated with network connectivity; and Provide project-based support, availability permitting, with maximum flexibility and teamwork, as requested by Client, at no additional cost. At least annually for each of Client’s offsite tape storage vendors, Service Provider will audit the tapes stored at the corresponding facility to physically verify the tape inventory, and to ensure Service Provider’s compliance with Client’s security and tape storage requirements and its obligations under this SOW.[SL7] [AC8] [SL9] [NM10] [NM11] Training and guidance to be provided by CLIENT.
Perform activities required within Service Provider Colo Facilities data centers related to the vaulting partner, including:Prepare media for off-site storage, for transfer to other third parties as requested by Client or as otherwise required.[SL12] [AC13] [SL14] [NM15] [NM16] Training and SOP to be supplied.
Log and track all physical storage media in and out of applicable Client Locations in tape tracking systems.Handover and receive storage media to and from the off-site tape vaulting partner on an agreed regular basis, and as required on Client’s request.
Manage the inventory of off-site storage media.
Insert the media as directed by Client or Client’s designated storage and backup actor.
Collect the ejected tape from storage library.
Maintain the inventory of tapes, tape reconciliation, and maintain chain of custody of tapes; and Perform and report media utilization.
Engineers would be expected to follow structured cabling best practice for example clean routing of the cable and labeling the cable at each end.
Out of business hour an engineer will need to be onsite with 4 hours.
[SL1]To be provided by HCL Ex. Harddisks, fan etc.
[NM2]Language added to clarify and now resolved
[SL3]Please specify which tools to be used. It will help us to train our engineers
[AC4]That is something we are working on and HCL will be responsible for the training
putty, data transfer from one device to other, asset management, and some additional tools provided by HCL. [SL5]
IKK buy tools and charge back to HCL
[NM6]Language added and closing this as resolved
[SL7]Out of Scope or additional Scope?
[AC8]If the audit is going to take more than 4 hrs then we will engage IKK thru project and u can have extra billing
Agree, part of training [SL9]
[NM10]Added “Training and guidance to be provided by HCL.”
[NM11]Resolved and closing
[SL12]In Scope?
[AC13]Yes this is in Scope and should not take more than 15 mins daily
same as above [SL14]
[NM15]This would involve a communication sent tot the engineer informing them on what tapes need to be removed from the vault and inserted. The engineer would contact the Off site storage company to ask for tapes that are required and place the ones removed into a box. The off site storage vendor would attend to the site with the new tapes in a box and engineer would hand over the tapes to be returned and each party would sign for it and then email the Backup team of the actions. A full process would be documented in and sent as a SOP to you.
[NM16]Language added and resolving the point
