117895 Service description SQL Server v 1

Service description – SQL Server

V1.2

Confidential

2021

page 1/12

SQL Server

Standard service description

117895

Appendix 1 service description SQL Server

V1.2

Confidential

2021

-01-10

page 2/12

PaaS service

Table of contents

1 INTRODUCTION ......................................................................................................................... 3 1.1 Service concept .................................................................................................................... 3 1.2 Service deliverables .............................................................................................................. 3

2 SERVICE CONTENT .................................................................................................................. 3 2.1 Service overview ................................................................................................................... 3 2.2 Service features / components ............................................................................................. 3 2.3 Service packages .................................................................................................................. 4

2.3.1 SQL Server Iron .......................................................................................................... 4 2.3.2 SQL Server Bronze ..................................................................................................... 4 2.3.3 SQL Server Silver ....................................................................................................... 4 2.3.4 SQL Server Gold WFCS (Windows Failover Clustering Service) ............................... 4 2.3.5 SQL Server Gold AG (always on availability groups) ................................................. 5

2.4 Optional services .................................................................................................................. 5

3 SERVICE ENVIRONMENT AND ROLES ................................................................................... 5 3.1 Service environment ............................................................................................................. 5 3.2 Service roles ......................................................................................................................... 5 3.3 Service channels ................................................................................................................... 5

4 SERVICE DELIVERY .................................................................................................................. 6 4.1 Delivery model ...................................................................................................................... 6 4.2 Order-to-delivery process ..................................................................................................... 7 4.3 Service maintenance ............................................................................................................ 8

5 RESPONSIBILITIES ................................................................................................................... 8

6 SERVICE PERFORMANCE ....................................................................................................... 8 6.1 System dimensioning ............................................................................................................ 8 6.2 Scalability .............................................................................................................................. 9 6.3 Technical requirements......................................................................................................... 9

6.3.1 License requirements .................................................................................................. 9


V1.2

Confidential

2021

-01-10

page 3/12

PaaS service

1 INTRODUCTION

1.1 Service concept

The TietoEvry SQL Server provides management and support for the Customer’s Microsoft SQL

Server environments. The purpose of the service is to deliver continuous service packages and

separately orderable change / service requests for the Customer’s SQL Server platform

environments. The main objective is to provide all SQL Server platform specific operations in a

single service.

1.2 Service deliverables

• SQL Server platform management

2 SERVICE CONTENT

2.1 Service overview

The SQL Server service consists of maintenance work which helps to keep the SQL Server

platform and the databases functioning. With this service, the Customer can order separately

charged change and service request work related to the SQL Server platforms hosted by the

TietoEvry SQL Server service.

This service includes reactive incident and problem management for SQL platform and database

maintenance.

2.2 Service features / components

The SQL Server platform management consists of the following components:

- 24/7 or 8-16/5 incident and problem management

- Maintaining SQL Server backup procedures

- Database maintenance monitoring

- Database restore

- Recovering the SQL Server environment

- Monitoring of service and hardware performance

- SQL Server specialist competence

Windows service (operating system level service) for SSRS (SQL Server Reporting Service),

SSAS (SQL Server Analysis Service) and SSIS (SQL Server Integration Service) can be

additionally monitored. Any additional work related to these services (service requests) is not

part of this service.

Change and service requests related to the SQL Server platform hosted by the TietoEvry SQL

Server can be separately ordered. These services are delivered to the Customer according to

the agreed timetable.


V1.2

Confidential

2021

-01-10

page 4/12

PaaS service

2.3 Service packages

Service packages are the minimum specification levels required to meet the SLA associated with

the package. Service pricing is based on the number of instances and the complexity of the

environment. Regardless of which service package is selected, the service content is the same

but applicable for different service environment.

SQL Server is available in the following service packages:

2.3.1 SQL Server Iron

• 8-16/5 service (EEA/SWE/FIN)

• 1 SQL Server platform management per instance

• Typically used for system test, demo and development environments with low availability

requirements

• Reduced number of service components (backup monitoring and SQL Server specialist

competence)

• For environments with no SLA requirements

• At least SQL Server Standard edition

2.3.2 SQL Server Bronze • 8-16/5 or 24/7 service (EEA)

• 8-16/5 (SWE/FIN)


• Standalone SQL Servers


2.3.3 SQL Server Silver • 8-16/5 or 24/7 service (EEA)

• 8-16/5 (SWE/FIN)

• 1 SQL Server platform management per instance + SQL Server service for hot standby

SQL Server

• Standalone SQL Server and hot standby SQL Server in a second data centre (DC)

(mirroring, log shipping, VM Replica)

• SQL Server Enterprise edition

2.3.4 SQL Server Gold WFCS (Windows Failover Clustering Service) • 8-16/5 or 24/7 service (EEA)

• 8-16/5 (SWE/FIN)

• Failover clustering management


• Windows failover clustered environments, at least 2 SQL Servers either in the same or

separate data centre



V1.2

Confidential

2021

-01-10

page 5/12

PaaS service

2.3.5 SQL Server Gold AG (always on availability groups) • 8-16/5 or 24/7 service (EEA)

• 8-16/5 (SWE/FIN)

• Failover clustering management


• Always on availability groups, at least 2 SQL Servers either in the same or separate

data centre

• SQL Server Enterprise edition

The customer specific environment details are always planned to meet the Customer’s

demands. The SQL Server environment design must be agreed by the TietoEvry SQL Server

specialist.

SQL server Express edition is not supported – it is not meant to be used in corporate

(managed) environments.

2.4 Optional services

N/A

3 SERVICE ENVIRONMENT AND ROLES

3.1 Service environment

This service is only for the SQL Server relational engine, and does not include any supporting

services such as Active Directory, Windows management or other SQL services unless

separately agreed between the parties.

Detailed technical planning to meet the Customer’s SLA requirements must be done before

proceeding to implementation.

A detailed description of the service environment and infrastructure is created during the

installation project.

Hardware and capacity related services for running this service are not part of this service and

must be ordered separately.

TietoEvry may upgrade, revise or discontinue the product or service during the term of the agreement. In the case of upgrade or revision the new product or service will meet or exceed all material specifications detailed in this document.

3.2 Service roles

N/A

3.3 Service channels


V1.2

Confidential

2021

-01-10

page 6/12

PaaS service

A specific service channel is not included to the TPC SQL server. However TietoEvry and the

customer shall separately agree on the suitable service channel to be used. Existing customer

service channels can also be used.

4 SERVICE DELIVERY

4.1 Delivery model

TietoEvry applies its standard processes, tools and methodologies throughout the entire

customer delivery chain. TietoEvry collaborates with the Customer through self-service

channels, service desk (separately agreed and charged) and different delivery governance

forums.

An overview of TietoEvry’s customer service delivery model is presented in the picture below.

Order

This process fulfils service requests and orders coming from the Customer through the service

channels. It is based on the following ITIL processes:

• request fulfilment

• change management

Resolve

This process resolves incidents reported through the service channels or by automatic

monitoring. It is based on the following ITIL event management processes:

• incident management

• problem management

• major incident management


V1.2

Confidential

2021

-01-10

page 7/12

PaaS service

Prevent and control

These service management processes ensure service quality (capacity, availability) and provide

reporting (both financial and quality). The target is to ensure that the service is delivered in a

controlled way according to the agreed SLA. Service management is based on the following ITIL

processes:

• change management

• configuration management

• availability management

• demand management

• capacity management

• service level management

TietoEvry’s practices applied in service management include areas like reporting, monitoring and

decommissioning.

Improve

TietoEvry shall continuously improve the services and develop and provide the offerings to meet

the general customer and market development needs. Deviations in quality are prevented by

continuous service improvement activities such as analyzing data, customer feedback and

reports, and initiating improvements to service features or processes. Automation and

standardization are the key elements of improvement work, leading to more efficient and value-

added services.

4.2 Order-to-delivery process

TietoEvry’s Standardized Customer Service Implementation (SCSI) model, presented in the

picture below, introduces the best practices for implementing customer service deliveries. Its

common guidelines, tools and ways of working provide the structure and visibility to

implementations, and also help in internal project steering activities.


V1.2

Confidential

2021

-01-10

page 8/12

PaaS service

4.3 Service maintenance

TietoEvry uses common maintenance windows for infrastructure services. The use of

maintenance window means that service breaks in the data centres are done in a centralized

way according to a preannounced schedule which the Customer must follow. Otherwise the

SLA’s cannot be guaranteed.

5 RESPONSIBILITIES

Responsibilities are defined in a separate document.

6 SERVICE PERFORMANCE

6.1 System dimensioning

This service includes the SQL Server specialist competence related to the SQL Server

dimensioning but it does not take responsibility for the application database related

dimensioning. The SQL Server platform dimensioning related support can be separately ordered

for environments to be hosted in the TietoEvry SQL Server service. The SQL Server can host

SQL Server environments in any of TietoEvry’s hosted standard server capacity service. Other

capacities must be separately agreed. Capacity services are not part of this service and must be

specified by the respective technology area.


V1.2

Confidential

2021

-01-10

page 9/12

PaaS service

6.2 Scalability

This service includes the SQL Server specialist competence related to the SQL Server

scalability. SQL Server scalability related service requests can be separately ordered for

environments hosted in the TietoEvry SQL Server service. For all other components of the

server or its hardware, there must be a participant from the respective technology area to

support the needed changes. Scaling of the environment must be approved by the TietoEvry

SQL Server specialist.

6.3 Technical requirements

This service supports only the Microsoft SQL Server versions that are supported by Microsoft.

Older versions can be hosted as separately agreed with the customer. TietoEvry reserves the

right to select the versions and technical requirements it supports in this service.

6.3.1 License requirements

Although TietoEvry advises on license requirements relating to this service and, where

necessary, acquires SPLA (service provider license agreement) licenses on the Customer’s

behalf and supports to arrange equivalent licenses (SAL for SA), TietoEvry accepts no legal

responsibility for the acquisition, cost, or reporting of licenses and their associated agreements

(other than SPLA). The Customer may be required to provide proof of licensing upon request in

order to ensure legal compliance.


V1.2

Confidential

2021

-01-10

page 10/12

PaaS service

Abbreviations

Abbreviation Definition

ITIL Information Technology Infrastructure Library

SCSI Standardized Customer Service Implementation

SLA Service level agreement

SPLA Service Provider License Agreement

SSAS SQL Server Analysis Service

SSIS SQL Server Integration Service

SSRS SQL Server Reporting Service


V1.2

Confidential

2021

-01-10

page 11/12

PaaS service

Copyright notice

You may not reproduce the content of this document or any portion thereof outside your

organization without prior written consent from TietoEvry. All rights related to this service

description and service shall belong to TietoEvry or a third party. This document and the content

thereof as well as the characteristics of the service are under continuous development.

TietoEvry may, in its sole discretion, make changes and/or amendments to them. Any material

changes shall be subject to discussions with the Customer in accordance with an applicable

agreement


V1.2

Confidential

2021

-01-10

page 12/12

PaaS service

Version history

Version Date Author Reviewed by Approved

by

Change history

1.0 31.8.2014 Jaakko

Samulin

Suominen

Nina,

Stranius

Daniel

Jaakko

Samulin

V1.0 11.11.2014 Kati

Haapaniemi

Updated/Added 6.3.1 license

requirements

V 1.1 12.03.2018 Vedavati

Datar

Updated as per branding

guidelines

V1.1 10.1.2020 Jan

Stankovic

Small updates, review

V1.2. 01/2021 Jan

Stankovic

Small updates, review, logo

change

117895 Service description SQL Server v 1

Documents

Transcript of 117895 Service description SQL Server v 1