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Cisco OpenStack Private Cloud
Indirect Service Description
Service Description Version: 8 May 2015
This Cisco OpenStack Private Cloud Service Description (“Service Description”) describes the
services comprising Cisco’s OpenStack Private Cloud Services (the “Services” or “Private
Cloud Services”) that Cisco Systems and its affiliates (“Cisco”) will provide to the applicable
End Users. The specific quantity and type of Services will be documented in a written Cisco
OpenStack Private Cloud Service Order between the parties or as ordered by Reseller via Cisco’s
website or Support Portal (collectively, “Service Order”).
Sale via Cisco Authorized Reseller. If the customer is an end user who has purchased these
Services through a Cisco Authorized Reseller, this document is for informational purposes only; it
is not a contract between the End User and Cisco. The contract, if any, governing the provision of
this Service is the one between End User and Authorized Reseller. The Authorized Reseller will
provide the contract to the end user.
This Service Description contains three (3) schedules which are incorporated into this Service
Description by reference.
Schedule 1: Support Model Options
Schedule 2: Support Summary and Service Level Agreement
1. Definitions. The terms described in this Service Description will have the following
definitions. Any terms not defined in the Service Description, is defined in the Agreement.
1.1. “Availability Zone” means a single deployment of Cisco OpenStack Private Cloud on a
distinct set of infrastructure.
1.2. “Availability Zone Subscription” means the provisioning of the Services for each
Availability Zone for the time period specified in a Service Order.
1.3. “Cloud Platform” means the functionality of the software systems involved in the
delivery of cloud computing that is made available within an Availability Zone.
1.4. “Cloud Portal” means the website for managing cloud resources in an Availability Zone.
1.5. “Control Plane” means the software systems responsible for routing, system
configuration and network management of the infrastructure resources. This includes
backend system components such as the message bus, databases, APIs services, and
the Cloud Portal.
1.6. “Data Plane” means the software systems responsible for transporting cloud network
traffic. It includes the network connectivity through switches and routers to Hypervisor
Nodes and virtual machine instances. The data plane does not include the operating
systems or applications running within the virtual machines themselves.
1.7. “Documentation” means written materials and diagrams in hard copy and/or soft copy
formats (including URLs) on how to access and use the Services.
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1.8. “Hypervisor Node” means a single physical server responsible for running Virtual
Machines.
1.9. “Open Source Software” means software that is subject to an open source or similar
licensing regime.
1.10.
“Proprietary Software” means Cisco owned or proprietary licensed Software.
1.11.
“Service Credit” means the credits Cisco issues to End User (via Reseller) for a
Service Level Failure in the form of adding additional days to the applicable Availability
Zone Subscription term at no additional charge to End User or Reseller.
1.12.
“Service Levels” means the performance targets for the Services.
1.13.
“Service Level Agreement” or “SLA” means the set of Service Levels and
associated Service Credits for a Service Level Failure (defined below), all as set forth in
Schedule 2.
1.14.
“Service Level Failure” means an unexcused failure to meet the applicable
Service Levels.
1.15.
“Setup Services” means remote activities to configure, establish and provision
the functionality of the Services according to the Services specifications.
1.16.
“Support Portal” means the website a End User may access to request
support, submit requests for Service Credits, and order incremental additional services
(e.g. support for CPU sockets or storage).
1.17.
“Virtual Machine” means a single virtual instance, running on a Hypervisor.
2. Overview
2.1. Cisco OpenStack Private Cloud provides a Cloud Platform that controls pools of compute,
storage, and networking resources. These resources are managed through a Cloud
Portal, command line, or application programming interfaces that gives administrators
control, while allowing end users to provision the resources. The Cloud Platform is
deployed and configured by Cisco on End Users servers, or other designated
equipment, on the End User’s premises and managed remotely by Cisco.
2.2. Each deployment of the Cloud Platform includes a Control Plane and a Data Plane that
resides on dedicated infrastructure within an Availability Zone.
2.3. The Control Plane provides the software components necessary to operate infrastructure
resources via the APIs and Cloud Portal. The control plane runs on servers designated
as Controller Nodes. This includes backend infrastructure such as the message bus,
databases and service daemons but does not include Hypervisor Nodes.
2.4. The Data Plane provides the software components necessary involved in network
reachability to cloud resources, such as virtual machine instances, that run on servers
designated as Hypervisor Nodes. 2.5. As a part of the Private Cloud Services, Cisco will provide remote setup, management,
maintenance and support for the Availability Zone(s) as further described below.
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3. Compute and Storage Service
3.1. Compute Service. This component of the Service allows the provisioning of virtual
machines on Hypervisor Nodes within an Availability Zone. The service manages virtual
machines images, authorization and authentication of requests, scheduling of resources
and networking of the virtual machines on Hypervisor Nodes. Where configured, the
virtual machines can also mount storage volumes provided by Cisco Storage Services,
Reseller Managed Storage, or a combination of both. The compute Service can be
accessed via a command line interface, or the Cloud Portal or APIs that run on the
Controller Nodes. Pricing for this component of the Services is based on the total
number of CPU sockets on all servers allocated to an Availability Zone.
3.2. Storage Service & Options. The Services allow End User to choose between Cisco
Storage Services, Reseller Managed Storage, or use a combination of both types of
Storage, as described below.
3.2.1. Cisco Storage Service. This storage option can provide additional enterprise
grade block storage capabilities. These capabilities are enabled by coupling End
User provided local storage on Hypervisor Nodes with the Control Plane to create a
distributed storage platform, (a virtual Storage Area Network or “SAN”) for the
Availability Zone where it’s deployed. The Services automates the provisioning and
management of storage of the virtual SAN including storing multiple copies of data.
If configured, storage from additional Hypervisors can be added to the pool of
storage resources. For disaster recovery purposes Cisco recommends End Users
protect and backup data outside of the environment. This service is optional and
pricing is based on the amount of raw storage provisioned.
3.2.2. Customer Managed Storage. The Private Cloud Service also supports most
commercially available enterprise storage technologies, which is supplied and
managed by the End User. Cisco will configure the enterprise storage to operate
with the Services as a part of the Setup Services if the Service supports the End
User provided storage solution. If End User wishes to add supported storage after
Setup Services have been completed, it can be added at no additional charge to
End User by written request through the Support Portal.
4. Support Services
4.1. As a part of the Private Cloud Services, Cisco will provide maintenance, management
and support for the Availability Zone(s) for the term of the Availability Zone Subscription.
4.2. For each Availability Zone Subscription, End User has the option to choose a support
model of either “Standard Operations” or “Advanced Operations”. The services included
for each support model are documented in Schedule 1. The fees for each support model
are documented in the Service Order.
4.3. Private Cloud Services also include an SLA. The SLA terms vary based on the type of
support model ordered in the Service Order. The SLA for each support model, including
Service Credits that are available, is documented in Schedule 2.
4.4. Private Cloud Services do not include support for or management of End User virtual
machine operating systems or applications, replacing or fixing any End User owned or
leased hardware components (e.g. hard drives, CPU, fans, RAM, switches, routers, etc.)
or any other infrastructure outside the direct control of Cisco except as expressly
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provided in this Service Description or a separate written supplemental services
arrangement. Please refer to the SLA (see Schedule 2) and the Reseller and End User
Commitments section below for a description of End User and Reseller responsibilities.
4.5. All Private Cloud Services are provided remotely. Therefore, Cisco requires on-going
logical access to the Availability Zone as described in the SLA and Reseller and End
User Commitment section below in order to provide Private Cloud Services.
4.6. Software and Software Update Services. As part of the Private Cloud Services, Cisco will
maintain the Services (e.g. installing updates, bug fixes, etc. that is used as a part of the
Services). Maintenance of the Services will be coordinated as part of the Services
delivery based on the contracted support model.
5. Setup Services
5.1. As a part of the Services, Cisco will provide the Setup Services and provide the
Documentation. Setup Services shall be provided during business hours only. Cisco
personnel are not required by this Service Description to perform any services at End
User’s location unless specified and detailed in a separate written agreement. Cisco will
require persistent remote access to End User’s infrastructure and systems to perform
Setup Services, as described in the Reseller and End User Commitments Section below.
5.2. Upon completion of Setup Services for the particular Availability Zone, Cisco will send an
email to the End User that the Setup Services are complete and the Service is ready for
End User’s use. The Setup Service is deemed accepted by the End User unless
Reseller notifies Cisco or End User notifies Cisco (through the Support Portal) within
three business days of the email with details on why the either the Reseller or End User
believes the Setup Services have not been completed or are not operating in material
conformance with its specifications. If there is a dispute about whether the Setup
Services have been successfully completed, End User may not use the functionality of
the Services until the dispute is resolved. The Availability Zone Subscription term
Compute Services and Storage Services will begin when is the Setup Services are
completed or forty-five (45) days from the Effective Date of the Service Order, whichever
occurs first.
6. Supplemental Services
6.1. General. Supplemental services related to the Private Cloud Services may be available.
Those may include, but are not limited to, training, capacity planning consultation
hardware refresh consultation, and additional installation services. Supplemental
services can be requested at the time of the initial Service Order or initiated via the
Support Portal. Cisco will review the request, and if necessary, request additional
information from Reseller and/or End User to provide an estimate of the fees, the scope
of the services, and any additional terms that apply. Upon receipt of the estimate, if End
User wishes to purchase the supplemental services, Reseller may place a Service Order
for those supplemental services.
6.2. Training. Cisco offers “getting started” training for customers as a Supplemental Service.
Cisco’s training provides practical understanding of how the Cisco OpenStack Private
Cloud Platform works, how to use it, and how to interact with Cisco’s technical support
function. Courses are comprised of a combination of presentation and materials and
hands-on labs. A typical getting started training session is 1 day (8 hours) but can be
tailored to the needs of the End User and will be agreed to at the time of purchase.
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7. End User Commitment.
7.1. Reseller and End User agree to reasonably support Cisco’s efforts to provide the Private
Cloud Services. The responsibilities of the End User are outlined below. Cisco’s liability
is limited and it will not be a breach of the Agreement to the extent End User or Reseller
fails to perform its responsibilities and such failure prevents or limits Cisco’s
performance.
7.1.1. Environment. Provide and maintain the required infrastructure and physical
environment at End User’s location(s) where the Private Cloud Service operates.
This includes, but is not limited to, server, storage, networking, racking, HVAC,
cabling, power, network connectivity, as well as, software and hardware updates or
upgrades to any infrastructure not directly controlled by Cisco. End User will
provide Cisco with reasonable advanced written notice of any changes to the
physical environment. Details of these requirements are provided or referenced in
the Service Description or associated Documentation.
7.1.2. Operating System. Provide and build the requisite virtual machine operating
system images, including any specific infrastructure components such as
webservers, databases, etc. consistent with the Documentation.
7.1.3. Applications and Application Support. Provide compatible applications and
manage all dependencies between the application(s) and the Private Cloud Service
system environment captured in the Virtual Machine.
7.1.4. Private Cloud Service Use. Operate the Cloud Platform(s), including the creation
of user accounts, creation of virtual machine instances, tenant oversight, and any
other resources within the Cloud Platform(s) needed or requested by End User’s
users.
7.1.5. Access. Allow Cisco to maintain sole and exclusive administrative remote access
to the infrastructure and systems that the Service operates on, and provide
persistent, reliable out-of-band access capabilities to reach the consoles of the
infrastructure. This includes allowing Cisco to establish a secure virtual private
network connection from the Availability Zone to Cisco.
7.1.6. Security and Backup. Maintain appropriate security against unauthorized access,
use or deletion of End User data as well as protection and backup of End User data
and content at all times. Establish and maintain appropriate security policies within
the infrastructure, as well as any operating systems or applications.
7.1.7. General Information and Reasonable Assistance. Provide updated and
accurate information on End User’s hardware and software environment,
networking information, and similar information reasonably required or requested to
provide the Services. Reseller and End User will reasonably work with Cisco in a
timely manner to aid in Cisco’s provision of Service to End User.
7.1.8. Issue Triage & Resolution. Provide technical resources for the following: capture
and provide details of reported issues, aid in replication and triaging issues as
reasonably requested by Cisco, aid in testing fixes of issues, confirming issues are
not related to End User provided hardware, software, applications, or other sources.
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7.1.9. Accuracy, Timeliness and completeness of Information. Reseller and End
User will provide accurate, complete, and up to date information in response to any
reasonable requests by Cisco.
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Schedule 1
Support Model Options
The below table illustrates what is included for each support type offered for the Private Cloud
Services. The support models are available applied per Availability Zone Subscription and are
defined as Standard Operations and Advanced Operations.
Feature
Description
Standard Operations
Advanced Operations
Support Help Center
Cloud Admin Access to Support Portal,
Documentation and the Private Cloud Service
24x7x365.
Website & Phone
Website & Phone
Service Level
Agreement
Service Level commitments for support and
platform availability.
Yes, includes Support
Service Level
Agreement in
Schedule 2.
Yes, includes Support Service
Level Agreement and Cloud
Platform Service Level Agreement
in Schedule 2.
Maintenance &
Upgrades
Proactive issue troubleshooting, including Cisco
supplied operating system and cloud software
patches, upgrades & VM migrations.
Yes, during Cisco
defined maintenance
windows
Yes, Cisco to use End User
defined maintenance windows.
24x7 Proactive
Monitoring
Proactive monitoring of the hardware contained in
the Availability Zone to alert End User of potential
issues, including assistance to help resolve issues
detected.
Yes
Yes
Capacity Planning
Consultation
Cisco provides End User with advice and guidance
on performance and scaling of End User’s
Availability Zone: assistance in selection of server,
storage and networking equipment and
architecture.
Available via
supplemental services
arrangement
Yes, up to 4 hours a month at no
additional charge. Additional time
is available via supplemental
services arrangement
Capacity Additions
Support for when End User expands existing cloud
controllers, Hypervisors, storage, compute or
networking in an existing Availability Zone.
Yes
Yes
Hardware
Replacement &
Refresh Support
Support for when End User wants to
refresh/replace its cloud controllers, storage or
networking connected to Availability Zone. Support
for replacement of End User’s defective hardware
on a “like for like” basis is included in the fees.
Available via separate
supplemental services
arrangement.
Yes. Up to 2 projects per year at
no additional charge. Also includes
arranging for Cisco hardware
replacement if there is a failure of
any Cisco hardware managed by
the Service and where End User
has a valid Cisco support contract.
Additional projects are available
via separate supplemental
services arrangement.
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Schedule 2
Support Summary and Service Level Agreement
This Service Level Agreement is incorporated into the Service Description. If there is a conflict
between this Service Level Agreement, Service Description, the Service Order and Agreement,
this Service Level Agreement will prevail.
This Schedule summarizes Cisco’s support processes and describes the Services Levels. If there
is a Service Level Failure, Cisco will issue Service Credits for the Service Level Failure.
1. Support Summary
1.1. Support Operations. Cisco OpenStack Private Cloud Operations provides Technical
Support 24x7x365 for advanced operations Availability zones. Technical support for
“standard operations” Availability Zones will be provided Monday through Friday (8 AM
to 6PM PST).
1.2. Requesting Support. End Users may request support by opening requests via the
Support Portal or by calling Cisco OpenStack Private Cloud support at (855) 638-2568.
Submitting a support ticket via the Support Portal is preferred as it allows the parties to
more easily share technical data, error messages, and system information with Cisco
support personnel.
1.3. Creating Tickets. Cisco support personal or automated systems may create tickets
based on a issue related to the Services and assign a request classification type on
behalf of the End User in response to phone calls or issues identified by any of Cisco’s
monitoring systems. Cisco will notify End User’s authorized email distribution list, upon
creation of a ticket in the Support Portal by Cisco or End User.
2. Support Definitions & Classifications
2.1. Support Classifications and Efforts. The severity of an issue related to the Services is
classified by Cisco based on the condition of the Cloud Platform when End User submits
a request for assistance. Cisco support personnel use the following definitions to classify
issues and may revise severity levels according to actual impact of a reported issue after
an initial investigation.
2.1.1. P1 (also known as “Critical Event” or “Severity 1”). The System is down or a
primary component of the Service is inoperative. End User is unable to reasonably
perform their normal functions and End User’s inability to use the Cloud Platform as
intended has a critical effect on End User’s operations. This condition is typically
characterized by complete Availability Zone failure and requires prompt correction.
•
•
•
•
Control Plane is completely inoperable or unreachable.
Data Plane is experiencing high packet loss and/or high-latency greater than
in 200 milliseconds to at least 10% of virtual machines.
Greater than 10% of total available “bare metal” Hypervisors in Availability
Zone are unavailable, unreachable or inoperable within a single Availability
Zone.
Greater than 10% of Virtual Machines become unreachable within a single
Availability Zone.
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2.1.2. P2 (also known as “Major Event” or “Severity 2”). The System is still usable by
the End User, but is partially inoperative or a primary component of the Services is
exhibiting intermittent errors. The situation is causing a high impact to portions of
the End User’s business operations and no procedural workaround exists that can
be implemented by Cisco or End User. The inoperative portion of the product
severely restricts End User’s operations, but has a less critical effect than a P1
condition.
•
•
•
•
Control Plane is partially functional- some Virtual Machine operations
executed via the Control Plane (reboot, launch, resize, etc.) complete
successfully, while others fail.
Virtual Machine operations executed via the Control Plane are consistently
delayed and/or substantially slowed.
One or more bare metal Hypervisors are unavailable, unreachable or
inoperable.
Greater than 5% of Virtual Machines become unreachable within a single
availability zone.
2.1.3. P3 (also known as “Minor Event” or Severity 3”). The System is usable by the
End User, with little or limited impact to the function of the System. This condition is
not critical and does not severely restrict the overall operations. The problem
usually involves partial, non-critical loss of use of the Services. This is a medium-tolow impact on the End User’s business, including by using a procedural
workaround.
•
Control Plane is functional-most Virtual Machine operations executed via the
Control Plane (reboot, launch, resize, etc.) complete successfully but some
intermittent Virtual Machines operation failures occur.
2.1.4. P4 (also know as “Information Request” or “Severity 4”). General usage
questions, documentation errors, cosmetic or formatting errors, product
enhancement suggestions. There is no significant impact on End User’s business
or the performance or functionality of the Availability Zone.
3. Support Resource Commitment
3.1. Cisco and End User agree to dedicate resources to solve issues or tickets related to the
Services outlined in the table below.
Severity Level
Resolution Objective
P1
Cisco and End User will commit any necessary resources 24/7 to resolve or reduce
the priority of the issue.
P2
Cisco and End User will commit full-time resources during standard business hours to
resolve or reduce the priority of the issue.
P3
Cisco and End User are willing to schedule resources during standard business hours
to resolve the issue.
P4
Cisco and End User are willing to commit resources during standard business hours
to resolve the issue.
Table 1- Resolution Objective
4. Support Service Level
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4.1. Response Time & Status Updates. The following table identifies the service level matrix
that defines the support provided by Cisco for each Severity Level.
Severity Level
Response Time by Support Model Type
Frequency of Status Updates
Standard Operations
Advanced Operations
P1
120 minutes
30 minutes
Every 30 minutes
P2
4 hours
2 hours
Every 12 hours
P3
48 hours
24 hours
N/A
P4
1 week
72 hours
N/A
Table 2 - Response and Update Service Level
4.1.1. ”Response Time” means the period between the receipt of a technical support
request and the time of an initial response by Cisco support personnel via phone or
email.
4.1.2. “Status Updates” means the updates provided by Cisco on the status of a
support ticket. Status Updates will be provided via email and include current state,
most recent findings / updates (if any available) and next update time.
4.2. Service Level Agreement & Service Credits- Response Time and Status Update
4.2.1. If Cisco has a Service Level Failure regarding the “Response Time” Service Level
stated in “Table 2 - Response and Update Service Level,” Cisco will issue Service
Credit(s) to End User (via Reseller) as follows:
•
Service Level Failure relating to unique P1, P2 or P3 issue: One (1) calendar
day of Service for that Availability Zone per occurrence.
4.2.2. If Cisco has a Service Level Failure regarding the “Status Update” Service Level
stated in “Table 2 - Response and Update Service Level” above, Cisco will issue
Service Credits to End User (via Reseller) as follows:
•
Service Level Failure relating to unique P1 or P2 issue: One (1) calendar day
of Service for that Availability Zone per occurrence.
4.2.3. For the sake of clarity multiple requests or support tickets associated to the same
issue will count as one singular Service Level Failure for the purpose of calculating
Service Credits.
4.2.4. The maximum aggregate Service Credit(s) for “Response Time” and “Status
Update” Service Level Failures that may accrue per month will be seven (7)
calendar days of Service Credit for the Availability Zones where the Service Level
Failure occurred during the calendar month of the Service Level Failure(s).
5. Platform Availability Service Level (Advanced Operations Support only)
5.1. Availability Service Level Additional Definitions. The following additional definitions
will apply to this Service Level.
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5.1.1. “Control Plane Services” provide cloud API (“Application Programming
Interface”) and website interfaces used to manage cloud compute, storage and
networking resources in an Availability Zone.
5.1.2. “Platform Availability” means the uptime (i.e. period of availability) of the Control
Plane Services, excluding “Maintenance” and events outside of Cisco’s reasonable
control, measured on a calendar monthly basis.
5.1.3. “Maintenance” means work performed (e.g. repairs, upgrades, or modifications)
on the Cloud Platform by Cisco which causes the Cloud Platform to be partially or
fully unavailable. Cisco will take commercially reasonably efforts to reduce the
period of Maintenance. End Users with the “Advanced Operations” support package
may elect to work with Cisco to schedule Maintenance activities. The categories of
maintenance are as follows:
5.1.3.1.
Regular Maintenance. “Regular Maintenance” means any planned
maintenance for the Platform that is announced to the End User in writing or
via email at least 72 hours in advance (or as scheduled between the parties if
End User purchased the Advanced Operation service type.
5.1.3.2.
Emergency Maintenance. “Emergency Maintenance” means critical
unforeseen maintenance for the Platform to ensure security or reliability of the
Platform. Written notice of any Emergency Maintenance will be given as soon
as practicable.
5.2. Service Level Agreement - Platform Availability
5.2.1. Cisco’s Platform Availability Service Level for Control Plane Services Service is
99.99%, calculated on a per customer, per Availability Zone, and per calendar
month basis. If there is a Platform Availability Service Level Failure then End User
(via Reseller) will be eligible to receive Service Credits for the Availability Zone
where there is a Service Level Failure as follows:
Monthly Platform Availability
99.99% - 100%
99.9% - 99.99%
Less than 99.9%
Service Credit Days
0
3
7
5.3. Service Level Baseline Period. Cisco will begin measuring its performance against the
Control Plane Service Levels once the Setup Services are complete, but End User will
not accrue (and Cisco will not issue) Service Credits until after the “Baseline Period.”
The Baseline Period is 30 days after Setup Services are complete. The Baseline Period
allows the End User and Cisco to evaluate the Services are being performed as
specified and the platform is operating according to the Documentation.
6. General Service Level Terms
6.1. Savings and Assumptions.
6.1.1. Savings. It will not be considered downtime, a Service Level Failure or a breach of
the Agreement to the extent the failure or issue is caused by:
•
Connectivity problems not within the reasonable control of Cisco;
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•
•
•
•
•
•
•
•
•
•
•
•
Incompatible Cisco, third party, or customer hardware or software;
Third party hardware software or networking errors or failures that causes
issues;
Denial of Service or similar attacks whose goal is to “overload” the Cloud
Portal or Service with requests for information, content, or responses;
Failure of third party applications or code, hardware, or its associated
interfaces not controlled by Cisco;
Viruses, malware or other disabling code present, and not introduced by
Cisco;
Usage that exceeds the capacity purchased by End User;
Reseller or End User failing to perform its responsibilities and such failure
directly causes the failure or issue;
Reseller or End User failing to provide requested information, data, or
cooperation in a timely manner relative to the timelines in the Service Level;
Throttling by or at the request of End User;
End User changing the Services, Software or its settings without
authorization;
The portions of the Service that are expressly designated as in beta or not in
production (e.g. a redundant component not in use);
A Force Majeure event or other events outside of the reasonable control of
Cisco
6.2. Assumptions. The following are the assumptions made with respect to the Support
Service Level Agreement. If any assumption proves to be inaccurate or false, Cisco will
be relieved from the applicable Service Level.
6.2.1. End User will address problems when the root cause of a problem is related to the
End User’s infrastructure (e.g. hardware, network, storage) or End User supplied
images, virtual machine operating systems and/or applications that Cisco
operations does not manage or control. If the End User does not address the rootcause of a problem outside of Cisco’s control, Cisco will continue attempt to resolve
Support Events and meet the Service Levels but on a commercially reasonable
efforts basis for all related incidents reported by the End User regardless of the
severity of the issue, but Service Level Credits will not apply.
6.2.2. All times described in this Exhibit will be rounded up or down to the nearest minute.
7. Service Credits
7.1. Service Level Credit Requests.
7.1.1. Service Credit requests must be initiated by the End User through the Support
Portal, or may be initiated by Reseller.
7.1.2. Reseller or End User must make the request within ten (10) days following the
purported Service Level Failure and provide the following information in the request:
•
•
•
•
Name of the Availability Zone where the claimed Service Level Failure
occurred
Nature of claimed Service Level Failure (e.g. Cloud Portal Availability)
Date, time, and duration of claimed Service Level Failure
Services impacted by claimed Service Level Failure
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•
•
Any activities performed prior to the claimed Service Level Failure Business
impact of service outage/disruption
Any other reasonably requested information pertaining to the claimed Service
Level Failure (i.e. support ticket #)
7.1.3. Upon receipt of a Service Credit request, Cisco will promptly begin a root cause
analysis and will provide an initial analysis within 5 business days.
7.1.4. Cisco will make commercially reasonable efforts to complete its analysis within 10
business days, but may be dependent on information and cooperation from third
parties or from Reseller or End User.
7.1.5. Reseller and End User will reasonably cooperate with Cisco in its investigation of a
claim, which may include providing Reseller or End User logs, access to persons
and related data and cooperation.
7.1.6. If Cisco reasonably determines that a claim is valid and there has been a Service
Level Failure, Cisco will issue Service Credits.
7.1.7. If Cisco reasonably determines that it is not at fault for the Service Level and
Reseller disagrees with this determination, the parties will utilize the dispute
resolution mechanism contained in the applicable Agreement with Reseller or, if
there is no dispute resolution mechanism in the Agreement, by escalating it to more
senior levels of management within its respective organizations.
7.2. Service Credit Scope. If there is a Service Level Failure that implicates multiple Service
Levels, Reseller may select a single Service Level and associated Service Credits to
apply to the Service Level Failure. For example, if Cisco fails to meet its Platform
Availability Service Level and fails to notify End User of that failure, it will be considered
two separate Service Level Failures. However, if Cisco fails to meet it’s response time
and status update service level related to a single issue, it will count as a single Service
Level Failure.
7.3. Service Credit Issuance. Cisco will notify End User and Reseller in writing upon when
the additional days of Service are added to the Availability Zone Subscription, which will
occur within 30 days of the determination is made that there has been a Service Level
Failure.
7.4. Maximum Service Credit. The aggregate maximum amount of Service Credit to be
issued by Cisco to any End User for all Service Level Failures that occur in a single
calendar month will not exceed fifteen calendar days (15) for the Availability Zone where
the Service Level Failure(s) occurred. Service Credits may not be applied or credited to
other Availability Zones to avoid the maximum Service Credits. Service Credits may not
be exchanged for, or converted into, monetary or equivalent amounts.
7.5. Sole and Exclusive Remedy. Except as expressly provided in the Agreement and/or
this Exhibit, Service Credits are Cisco’s sole and exclusive remedy for any Service Level
Failures.
Controlled Doc. #EDM-120298704 Ver: 1.0Last Modified:6/30/2015 5:12:19 PM
CISCO CONFIDENTIAL
Cisco OpenStack Private Cloud Indirect Service Description 8 May 2015.doc