Rd&t aa ms data sheet [v1]
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The document summarizes IBM's Rational Development and Test Environment as a Managed Service (RD&T aaMS) offering. Some key points: - IBM will oversee configuration and implementation of IBM software products in their data centers, monitor them for 24/7 availability, and provide infrastructure support. - Customers can access the software through the internet or their internal networks. IBM assigns a Client Success Manager to ensure successful deployment. - The service reduces upfront IT costs, alleviates day-to-day maintenance responsibilities, and provides ongoing expertise from IBM to help customers maximize value.
Rd&t aa ms data sheet [v1]
- 1. , IBM Rational Development and Test Environment for System z as a Managed Service (RD&T aaMS) Offering Introduction IBM Rational Development and Test Environment as a Managed Service (RD&T aaMS) offering provides a managed environment for IBM software products. RD&T aaMS provides for the pay-for-use hardware infrastructure model needed to effectively run IBM products. IBM’s managed services are designed specifically to enable cloud delivery of IBM software products. The IBM Rational Managed Service team will oversee the configuration and implementation of the IBM software products, deliver ongoing infrastructure, application, and support service remotely. The IBM Rational Managed Service team will deploy the products using infrastructure located in a data center facilities, monitor the system for 24x7 availability, and provide related infrastructure support. Customers access the IBM software products through the internet directly or through site-to-site virtual private network connection to existing internal customer networks. A Client Success Manager is associated with the account to ensure the successful deployment of the solution. This role will ensure that there is a successful relationship between IBM and any business partner providers. Service Benefits • Reduces upfront capital costs typically associated with Information Technology (IT) infrastructure investments. The IBM Rational Development and Test Environment as a Managed Service (RD&T aaMS) offering entails: deployment of IBM products into a Managed Service data center, whereby it’s monitored for 24x7 availability. The IBM Rational Managed Service team will provide related
- 2. infrastructure support, including product service packs, patch installation, and optional upgrades on a schedule that is agreed upon with the Customer. • Alleviates Customer responsibility of the day-to-day operation and maintenance of IBM software products. • IBM will provide on-going expertise to assist in deriving the most value from their IBM software deployment. • IBM assigns a Customer Success Manager for the duration of the service. The Customer Success Manager is responsible for ensuring overall customer satisfaction, driving adoption of the service and providing best practice guidance. • IBM data center facilities are certified against SAS-70 Type II and SSAE 16 Type II and have built-in high availability, redundancy and failover supporting infrastructure. • Upon contract expiration Customers may maintain their RD&T instances on an existing SoftLayer infrastructure. The RD&T Managed Services would not be maintained and the Customer will work directly with IBM SoftLayer for Cloud hosting. Service Feature Highlights Installation and product configuration IBM will provision the infrastructure for the service, including network, hardware, and software that is necessary to support the IBM software products. IBM will monitor the application and infrastructure 24 x 7 using industry-leading system monitors for availability. Cloud Hosting Services Alerts and Notifications The IBM Rational Development and Test Environment as a Managed Service (RD&T aaMS) offering provides proactive customer communications about application changes, planned maintenance and outages. Advanced Reporting IBM will provide standard reports outlining the availability of the production system. Server Entitlement Server entitlements are unlimited provided customers have sufficient licences, meaning there is no limitation on the number of RD&T instances that can be supported simultaneously in the Cloud environment.
- 3. License Management The managed RD&T servers will connect to one or more license servers maintained by the customer to obtain authorization to operate. For an additional fee the managed service can be extended to host operate and monitor the license server(s) RD&T aaMS Customer Support Customers will receive two levels of support. There is RD&T product support and RD&T managed services support. Customers will receive product level technical support as specified in their software and services agreement. Customers must have a valid software product maintenance contract in order to receive any kind of support. IBM staffs and maintains a 24 x 7 x 365 service desk which is the single point of contact for all issues related to the infrastructure and support for IBM software products. IBM provides ongoing support for the Customer throughout the duration of the agreement. Customers may contact IBM via telephone or web 24 hours a day, 7 days a week, 365 days a year. The severity of the request will determine the response and resolution times for each request. z/OS and AD/CD software services RD&T managed services includes initial investigation of issues with z/OS and the AD/CD stack provided with RD&T and application of PTFs as necessary. If the issues are not resolved customers may progress the issues under their own software licensing agreement or may make use of the add-on service from the IBM Rational Managed Service team to continue handling the issues. Customers may do their own systems programming work in the RD&T environment if they prefer. Security and Compliance The IBM RD&T aaMS will provide a secure site-to-site connection via a VPN, will insure that the machines are at least managed to the IBM security level standards and/or will collaborate with customers to ensure their specific security and compliance requirements are met. Availability Service Level Objective RD&T aaMS for IBM software products are designed for an availability service level objective of 99.9%. The RD&T aaMS availability service level objective starts on the Go Live Date. “The Go Live Date” is the date at which point the Customer end-users access the production environment with production data. The Cloud Hosting and RD&T aaMS availability service level objective shall not apply to performance issues: • Caused by overall internet congestion, slowdown or unavailability. • Caused by unavailability of generic Internet services (e.g. DNS Servers) due to virus or hacker attacks, etc. • Caused by force majeure events as described in the Terms. • That resulted from actions or inactions of Customer (unless undertaken at the express direction of IBM) or third parties beyond the control of IBM. • That resulted from Customer equipment or third party computer hardware, software, or network infrastructure not within the sole control of IBM.
- 4. • That resulted from scheduled Cloud Infrastructure maintenance. • Downtime to implement major version upgrades. Disaster Recovery As part of IBM’s approach to risk management, IBM has developed processes and procedures to recover from potential disaster scenarios. To provide for the unlikely scenario of a total data center loss, IBM can replicate customer data for storage to our Disaster Recovery Center. IBM customers can additionally opt for warm or hot Disaster Recovery packages that provide for industry best RTO (Recovery Time Objective) and RPO (Recovery Point Objective). IBM data centers are designed and tested for the wide range of disaster scenarios including fire, loss of internet connectivity, physical security breaches, and power outages. It is our intent to rebuild a customer's environment as fast as possible following any disaster event. The fastest turnaround time we can achieve for an individual of a pair of application/DB servers is 24 hours. However, if in the case of a site-wide catastrophe on a larger scale (eg. for a longer-than-expected act of nature), or if our network environment is affected, we will do a best effort attempt to bring the customer back on line as fast as possible. If you require redundant or high availability resources these would be assessed as an add-on cost. Data Backup & Retention Policy Nightly backups are taken M-F (all incremental) with synthetic full backups taken on Saturdays & Sundays. The majority of backups are performed from the z/OS environment to enable selective recovery of information. Each environment includes a minimum of 5 recovery points with 1 recovery point daily. Additional restore points and additional backup targets (onsite or offsite) are available at an additional fee. As an IBM standard, all disk-based backups are stored off the production arrays and are not stored on the same SAN as the primary data storage. All file systems run on redundant virtualized Storage Area Networks. Outside of the rolling backup and retention period, IBM can tailor an archival schedule to meet customer needs from monthly, quarterly, or annually. These packages can include off site tape storage, or delivery of encrypted data to secure third party storage archival vaults. The backup and archive schedule will be defined as part of the on boarding process to ensure that any application outages are planned at suitable times. Capacity and Performance Management All tiers of the hosting infrastructure are proactively monitored for capacity and performance. Our architecture allows for additional capacity to applications, databases, and storage which is increased as required by the utilization of the products.
- 5. Change Management IBM follows a set of standardized methods and procedures for efficient and prompt handling of all changes to the infrastructure and application, in order to enable beneficial changes to be made, with minimum disruption to the service. Software Upgrades RD&T product upgrades, patches, and fixes are part of the service when an upgrade version is made generally available. When the RD&T update includes updated versions of z/OS and the AD/CD software stack then this software is also covered by the service and will be updated after consultation with the customer. The RD&T aaMS will conduct at most two major upgrades per year and a test environment will be made available to the customer for evaluation before upgrading the production environment.. If the customer requests that IBM perform this validation, then an additional cost may be incurred IBM Responsibilities Client Success Manager • Oversees Customer’s on-boarding process • Serves as Customer’s liaison to IBM • Serves as an escalation point-of-contact between the Customer and IBM • Coordinates with the Customer during required and periodic system maintenance Applications Team • Primary point of contact for all service requests, which is a request by the Customer for all services such as support and maintenance services or issues regarding availability of the infrastructure technical support • Provides IBM software product support and Cloud infrastructure support Infrastructure Team • Monitors the hosted systems for availability • Performs all system related tasks such as backups, archiving, and restoration of the instances according to IBM’s standard practices and schedule Customer Responsibilities Business Owner • Owns the business relationship between the Customer and IBM • Owns the business relationship with the range of departments and organizations using IBM software products and services • Manages contract issues Project Manager • Coordinates Customer resources as necessary • Serves as the point-of-contact between the Customer and IBM
- 6. • Drives communication from the Customer side • Serves as the point of escalation for issue resolution and service related issues Software Product Owner (or Product Administrator) • Serves as the 1st point of contact for product end users for problem isolation • Performs IBM software product user and project administration • Works with IBM to escalate support issues for resolution • Coordinates end user testing as required • Leads ongoing solutions validation • Responsible for training end-user community • Coordinates all infrastructure related activities at the Customer site Subject Matter Expert (IBM Software Product End Users) • Leverages the product functionality designed by the IBM software product administrators • Provides periodic feedback to the IBM software product administrator for potential areas of improvement • Responsible for end user testing when needed
- 7. Base vs. Add-On Feature Comparison Feature Base Add-On Security Compliance IPSEC site-to-site VPN connection Choice of data center Dedicated IT infrastructure FISMA or HIPAA compliance RD&T hosted image set-up RD&T deployment architecture to address customer needs Creation & Provisioning of base RD&T image Image customization Specific integrations with customer dev/test tools RD&T On boarding services Network connectivity - Transparent server access Use of Dedicated Managed Service Provider LDAP for user authentication (if applicable)* User on-boarding assistance Project startup assistance Training & Mentoring Application and Data migration License Key Management Connect to customer license server Host License key server Infrastructure & RD&T hosted image support 24x5 support Availability SLO - 99.9% Monitoring services and gathering metrics for capacity planning Disaster Recovery Patch and upgrade installation Daily back-up Project and User administration
- 8. Feature Base Add-On 24x7 support z/OS Management Services 24x7 support Support customer admin requests, configuration changes and security implementations on-demand from the customer z/OS upgrades for AD/CD and new releases, as required or requested by customer Installation, upgrading, and patching non-IBM software Setup and implementation of DFSMSrmm and DFSMShsm Sysplex implementation Storage management and administration for DFSMSdfp and DFSMSdss Initial investigation of z/OS and AD/CD issues On-going problem management of z/OS and AD/CD issues Recreation/replication of issues on System z hardware z/OS PTF support Problem management/resolution for non-IBM software How-to support via email 24x5 service 24x7 service Client Success Management Client Success Management Dedicated Client Success Management
- 9. Assumptions and Dependencies • The import of Customer data requires that the information is made available to the IBM team at the appropriate implementation step, and in the IBM designated format, as defined in the agreed project plan. • All changes to the project scope require written approval. • Customer is responsible for maintaining the list of authorized users who may access the system, including creation of usernames and passwords and keeping the lists current, accurate and confidential according to Customer’s internal policies. • Customer will perform validation activities related to implementation and external application setup during the service initiation and on-going phases. This includes validation after service packs or emergency product patches have been applied to each of the Customer’s instances according to the change schedule. • Services will be performed remotely unless other arrangements are made. • Customer agrees to respond in a timely fashion on requests for Customer business and technical data, documentation, and other information or assistance needed to provide service for IBM software products. Customer is responsible for the accuracy, and the completeness of all information it provides. • Customer will be responsible for all data cleansing and data accuracy as part of any import. These activities are to be completed in a manner consistent with the project timeline. IBM is not responsible for the accuracy of the data provided in the import. • Customers who plan to do their own configuration must have qualified personnel who have been through the IBM software product training for project planning and customization.
- 10. Copyright IBM Corporation 2014 IBM Corporation Software Group Route 100 Somers, NY, 10589 U.S.A. All Rights Reserved IBM, the IBM logo, ibm.com and Rational are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml Other company, product, or service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. The information contained in this document is provided for informational purposes only and provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. Without limiting the foregoing, all statements regarding IBM future direction or intent are subject to change or withdrawal without notice and represent goals and objectives only. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.