HPE GreenLake Block storage for AWS
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1.1. HPE Green Lake Block storage for AWS (the "Service") is a software-as-service solution managed via the HPE Green Lake edge- to cloud platform (the "platform") and offered in AWS Marketplace-that provides a software defined storage solution based on HPE Green Lake for Block Storage software making it hardware agnostic.
1.2. The solution intends to provide a unified data management plane and make it easy for customers to use Block Storage as a service on the platform of choice.
1.3. The Service includes the software-as-a-service subscription (HPE Alletra SW & Support Saas) for lyr and 3yr terms.
1.4. The Service doesn't include any hardware and is deployed on public cloud leveraging customer's cloud account entitlements.
1.5. As part of the Service, HPE authorizes Customer to access the Service during the term in accordance with the Agreement. At the end of the term, the Customer will no longer have access to Service features and updates. HPE will continue to provide security patches and security updates where legally required.
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2.1. Simplified set-up with cloud orchestration
- Set-up service is a cloud-based app that uses wizards to help you set up and initialize newly spun up HPE Green Lake Block storage for AWS instances. Initialization includes configurations checks of cloud service readiness required to meet the prerequisites, health of the networks and other components involved.
- The solution shall automatically spin up required infrastructure resources on the cloud with little manual intervention.
2.2. Storage lifecycle management
- The solution shall be fully manageable from Data Services Cloud Console.
- Unified cloud management enables global management and monitoring of entire fleet (multiple array management - On-prem and cloud based) of storage from a single Saas-based web console. Block Storage lifecycle management including volume provisioning, cloning, volume update, delete, and grow are available. Additionally, replication and protection configuration management for replication and restore point operations including restore, sync, promote/demote, export/un-export, delete can also be performed.
2.3. Scaling
- The solution shall be able to non-disruptively scale up compute and storage to the capacity points in offer. (The initial offer is intended to be offered at a fixed capacity point, with plans to introduce more capacity points in further versions.)
2.4. HPE Virtual Lock
- HPE Virtual Lock is available when taking snapshots. A user can set a Virtual Lock when taking a manual snapshot of a volume or volume set. A user can also set a virtual lock when creating a snapshot schedule for a protection policy during volume or volume set creation. When virtual lock is set, the volume or snapshot cannot be deleted intentionally or inadvertently by anyone, including a root user.
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3.1. The Service will be provided for the term but only as long as Customer has an active Saas subscription and Support contract for HPE GreenLake Block storage for AWS
3.2. Public cloud subscription - The solution will be deployed on public cloud infrastructure, and hence it is mandatory for the end user to have an account that can be used for deployment.
3.3. HPE Green Lake account - Customer gets access to HPE Green Lake platform to perform any operation related to HPE GreenLake Block storage for AWS instances. Note: The end user cannot perform any operations from the CSP's console.
3.4. Minimum capacity commit - The customer is presented with minimum commits options for storage, to be chosen as part of the subscription.
| Priority level | Business impact | Response time |
|---|---|---|
| Priority 1: Critically down | Not serving data or severe performance degradation | Expert response in 30 minutes or less |
| Priority 2: Critically degraded | Performance degradation, intermittent software faults, network degradation or single controller not operational | Expert response in 2 hours or less |
| Priority 3: Normal | Issue or defect causing minimal business impact | Expert response in 8 hours or less |
| Priority 4: Low | Request for information, administrative requests | Next business day (Monday through Friday) |
b. Note: All priorities include 24x7 engineering escalation support if required.
4.2. Service Level Agreement - The availability of the solution is dependent on the underlying AWS infrastructure components deployed. For the current version of the software, the availability is limited by AWS EC2 single availability zone SLA as mentioned here.
4.3. Service Level Agreement Customer responsibilities:
- The availability commitment from HPE only applies to any issues arising from the software. The customer must reach out to AWS for all their infrastructure related requirements/issues.
- Customer responsibilities:
- The connectivity to the platform, including Data Services Cloud Console; outages that happen while the HPE Green Lake Block Storage for AWS instance/sis not connected and sending data back to HPE will not qualify for this service-level agreement.
- Applying all HPE critical and recommended software updates (patches) within 10 days and HPE Alletra OS releases within 30 days of notification.
- Remediating any technical issues related to Systems or other customer equipment that HPE has proactively raised within 30 days.
- In the event of an unplanned qualifying outage: If not proactively identified by HPE, the customer or end user must open a support case with HPE within seven days.
- Customers should provide timely access necessary for HPE to resolve any issues, including remote access.
- If HPE is not able to determine the root cause of an outage due to missing information (log entries) or failure to recover the HPE Green Lake Block Storage for AWS instance/s required to establish the root cause, the associated unplanned outage may not qualify for remediation under this service-level agreement.
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5.1. Pre-Release Materials
HPE may make available to Customer certain software, features, functionality, improvements, and/or enhancements in advance of their general availability (Pre-Release Materials). Customer agrees the Pre-Release Materials: (i) are not to be used in a production environment; (ii) may or may not ever be made generally available by HPE as part of an update or otherwise; (iii) are not under warranty or support; (iv) are not at the level of compatibility, performance and/or scalability of the Service as the case may be; (v) may not operate correctly; and, (vi) may be subject to additional terms and conditions that are specific to such Pre-Release Materials. Customer agrees to notify HPE of any bugs, errors or problems with respect to Pre-Release Materials.
5.2. There is no hardware involved that will be shipped from HPE.
5.3. The AWS (Cloud) infra cost is not purchased as part of the HPE SKU and need to be borne by customer separately.
| Customer | HPE | Cloud service provider CAWS) |
|---|---|---|
| Responsible for the connectivity to the platform, the administration, and the management of the data/objects | Responsible for the functionality of the infrastructure providing the management interface. | Responsible for the functionality of the infrastructure providing the laas. |
| Site readiness - Cloud service provider aas. | Installation and activation of the storage instances. | Billing and monitoring for AWS instances used. |
| Volume creation and administration. | Customer orientation | Customer support for AWS instances used |
| Data resilience and remote replication | Access to software, and documentation updates | Access to software, and documentation updates. (Marketplace) |
| Applying recommended software updates and security patches | Operational insights and dashboard through the GLCP, regarding HPE Storage deployments | Operational insights and dashboard regarding AWS services used. |
| Data monitoring | | |
| Initiate order of additional capacity beyond total capacity subscribed to | | |
| Initiate renewal of subscription at end of term | Subscription renewal reminders before end of term for HPE Greenlake Block storage for AWS | Renewal reminders to AWS services used for deployment |
| Customer | HPE |
|---|---|
| Data Privacy and Security Agreement | |
| Data processing & security measures | N/A |
| HPE Support and Professional Services sub-processor list | |
| HPE aaS Terms for Customers (unless otherwise stated in the Change Order Form) |
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