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This document should be read in conjunction with the following documents also posted at
www.cisco.com/go/servicedescriptions/: (1) Cisco Remote Management Services RMS Common Service Description (“RMS Common
Service Description”); (2) Glossary of Terms; (3) List of Services Not Covered.
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If you have purchased these Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA),
Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. If not already covered in
your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified
above. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service
Description shall govern.
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If you have purchased these Services through a Cisco Authorized Reseller, this document is for informational purposes only; it is not
a contract between you and Cisco. The contract, if any, governing the provision of this Service is the one between you and your Cisco
Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you, or you can obtain a copy of this and other
Cisco service descriptions at www.cisco.com/go/servicedescriptions/.
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Cisco Datacenter Remote Management Services are intended to supplement a current support agreement for Cisco products, and
only available where all the Datacenter and Application Delivery Managed Components in a Customer’s network are supported
through a minimum of core services such as Cisco’s SMARTnet and Software Subscription Services, as applicable. Cisco shall provide
the Cisco Datacenter Remote Management Services described below as selected and detailed on the Purchase Order for which Cisco
has been paid the appropriate fee.
Cisco shall provide a Quote for Services (“Quote”) setting out the extent of the Services and duration that Cisco shall provide such
Services. Cisco shall receive a Purchase Order that references the Quote agreed between the parties and that, additionally,
acknowledges and agrees to the terms contained therein.
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The Service described below will act as additional or clarifying definition to detail contained within the RMS Common Service
Description.
Cisco Datacenter and application delivery Remote Monitoring and Management Services provides remote network monitoring and
management support for Datacenter and Application Delivery devices within the Customer’s infrastructure.
This Technology Addendum describes the services capabilities, supported devices, elective changes, and reports delivered with Cisco
Datacenter Remote Management Services. The primary distinction between the Managed service and the Monitoring service is the
addition of proactive analysis and remediation of event traffic by Cisco’s Operations Center personnel. This addition provides
Customer with the 24/7 event analysis, proactive and reactive configuration changes as well as device tuning. The services support
all of the primary Cisco Datacenter and Application Delivery technologies; A list of all supported devices is included in Section 2.4.
1
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The Cisco Datacenter and Application Delivery Remote Management Services are offered in two service levels:
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These service levels are described in detail in the RMS Common Service Description. In addition to these two service levels, the
services as needed to augment their Cisco Datacenter and Application Delivery Remote
Customer can also purchase
Management Services. The table below outlines the activities and deliverables that are covered under the two service levels and
Optional Services for the Cisco Datacenter and Application Delivery Remote Management Services.
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Management Readiness Assessment
Device Monitoring
Incident Record
Incident Notification
Backup of Cisco Devices
Incident Management
Advanced Event Correlation
Incident Priority and Classification
Incident Investigation and Diagnosis
Incident Resolution and Restoration
Incident Escalations
Incident Closure
Incident Resolution
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Root Cause Analysis Reports
Ticket Trending and Analysis
Review / Assess Cisco Field Notices
Web Accessible Portal
Standard Reports
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Customer Engineer
Level I
Customer Engineer
Level II Option
Customer Engineer
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Operations Manager
Level II
Operations Manager
Level I
Custom Reporting
Customer Engineer Level I and II
Operations Manager Level I and II
Defined Changes
Elective Changes
Custom Scoped Elective Changes
Elective Changes
Regulatory Compliance Management
Policy Management
Software Image Management (SWIM)
Compliance
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The Cisco Management Application Platform (“MAP”) collects and gathers log and event information from the Datacenter
Components covered within the service. This information is compiled and made available via reports available on the RMS portal.
Standard reports available are listed below.
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- percentage utilization for CPU/memory usage/sensors/traffic/reachability
– Manufacturer, Model #, O/S, memory stats,
– performance
– Details on each logical volume
– Details on CPU, disk, memory and traffic
–
– Health and availability by VM, CPU and memory
– Resource utilization
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:
http://www.cisco.com/en/US/products/ps6192/serv_datasheets_list.html
Server Asset Details Report
Reports listing identification information on all managed servers
● Server Name
● Model
● Manufacturer
● OperaEng system
● OperaEng system revision
● Total Random Access Memory
● Percent of memory used
● Amount of RAM available
● Total virtual memory
● Percent of virtual memory used
● Amount of virtual memory available
Server CPU Report
Reports listing the following information for each server under
management:
● CPU type
● CPU speed
● CPU number
● CPU uElizaEon
● CPU load
File Service Performance
Details Report
Reports listing the following information for each logical storage
volume under management:
● Server OperaEng System
● Volume name (logical parEEon)
● Volume size
● Percent of volume used
● Amount of volume available
Server Performance Report
Reports showing:
● Real Eme, daily, weekly, and monthly graphs
● CPU uElizaEon, memory uElizaEon, traffic in and out, and file
system (disk) utilization and file system (disk) availability
Modular Server Performance
Tabular report giving real-time daily, weekly, and monthly view
● Includes CPU uElizaEon, memory uElizaEon, traffic in/out, and
number of active processes with sums for each of the columns
Cisco Sensor
Device ICMP
Device IP Statistics
Interface Volume Health
Interface Error Discards
Interface Throughput
Utilization
Frame Relay Throughput or
Errors
Interface LAN Errors
Interface Multicast
Interface DS1 and DS3
Examples include voltage level, voltage status, fan state, power
supply state, temperature level, temperature status
Examples include ICMP messages received (per second), ICMP
messages sent (per second), ping replies received (per second), ping
replies sent (per second), pings sent (per second), ping replies
received (per second)
Examples include IP packets received (per second), IP packets
forwarded (per second), IP out requests (per second), no route (per
second), fragmentation failures (per second), reassembly failures
(per second)
Examples include inbound volume (octets), outbound volume
(octets), inbound errors, outbound errors, unknown protocols
Examples include delivered (inbound) packets, inbound errors,
inbound discards, outbound errors, outbound discards
Examples include inbound utilization (percent), outbound utilization
(percent), inbound throughput (bps), outbound throughput (bps)
Examples include inbound throughput (bps), outbound throughput
(bps), inbound or outbound volumes, inbound outbound
FECN/BECN, discard priority and availability (percent)
Examples include inbound abort, inbound CRC, inbound frame,
inbound giants, inbound ignored, inbound overrun
Examples include inbound unicast packets per second, outbound
unicast packets per second, inbound multicast packets per second,
outbound multicast packets per second, inbound broadcast packets
per second, outbound broadcast packets per second
Examples include errors per second, unavailable seconds, severe
errors per second, severe error frame seconds
Device ICMP
3. Supported Device List
The following product types are supported as part of the Cisco Datacenter RMS Service. For a detailed list of products,
http://www.cisco.com/en/US/products/ps6192/serv_datasheets_list.html
Wireless
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•
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WAAS/NME/ACNS
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WAAS Central Manager/Mobile server
•
ACE/NME/Appliance/AXG
•
GSS/CSS
•
6500/7600 Router
•
ISR 1800/2800/3800
•
Cisco UCS B series blade server
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Cisco UCS C series rack server
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Cisco Fabric Interconnect 6120/6140
•
UCSM (Unified Compute System Manager)
•
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Cisco MDS Storage switches
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Brocade 100,200,300 series
3.1. Defined Changes
Defined Changes are categorized into Small, Medium, and Large activities. A Defined Change is a requested change by the Customer.
Defined Changes are not the result of Cisco Incident Management and Problem Management processes. The Customer identifies the
needed type of change and submits a Defined Change Request on the Portal.
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Custom Scoped Elective Changes are Customer requested changes that fall outside Incident and Problem (Standard) changes for
restoring service. Custom Scoped Elective changes will require a mutually agreed upon statement of work (SOW). See RMS Common
Service Description for more details of Custom Scoped Elective Change support. Some examples of Custom Scoped Elective Change
activities are listed below.
•
•
•
•
•
•
•
Apply license updates and changes
Track & report on software license usage
Packet capture and traffic analysis
Device mapping and packet flow monitoring
SNMP and non-SNMP-based administration
Network Carrier Coordination - Coordination of Service Engagement
Patches to Cisco equipment and Cisco applications