Pure as-a-Service RACI | Pure Storage

Evergreen//One Roles & Responsibilities

No	Description	Pure	End User
	DESIGN AND ENGINEERING
1	Engineering and certification integration standards for Pure deployments
2	Physical and logical solution design
3	Security procedures and requirements for Pure deployments
	INSTALLATION*
4	Overall Site planning, including prerequisites for the physical install of the storage array(s)
5	Configuration of storage array(s)
6	Preparation of networking environment for connectivity and replication between array(s)
7	Design and configuration of environment required for monitoring of the storage array(s)
8	Provision of service infrastructure and cabling between array(s) and switches
9	Installation of Pure Storage equipment, including: racking, stacking, internal cabling, power-on, and health checks
10	End-to-end solution testing and acceptance
	MANAGING STORAGE SERVICES
11	Volume, host connections, network, and rack provisioning, BAU operations
12	Software licences within the service infrastructure and software stack for basic and advanced features of OS
13	Evergreen non-disruptive service infrastructure upgrades throughout Service Term
14	Uptime guarantee for capacity upgrades, refresh and other planned outages
15	Service infrastructure support, including: notification of identified events, hardware replacement, software upgrades, and capacity utilization
16	15 minute Sev 1 response time SLA, 4 hours on-site break-fix response time SLA, case reporting and handling
17	Asset and capacity management, shipping logistics and lifecycle management, including: non-disruptive capacity upgrades, required service infrastructure refresh
18	Remote monitoring, reporting, predictive analytics, and automated support services
19	Install services to support capacity expansions/reductions and required upgrades
20	Ownership of overall change control process for all customer infrastructure including coordinating approvals
21	Equipment decommissioning and secure erase at the time of termination
22	Equipment pick up and returns, or swap, at the time of termination
	REPORTING, TRAINING, AND SUPPORT
23	Monthly consumption reporting and regular service performance reviews across locations, recurring billing and supporting details to facilitate internal chargeback
24	Admin guides, operational manuals, best practice white papers, etc.

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^* Initial Installation Services are performed upon service activation only; some support services may be provided by an Authorized Support Provider, if opted-in at time of purchase.

Last Updated August 16, 2024

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