Resident Consultant

On-site residency for supporting the Veritas NetBackup Solution

**1. Services Description**

The on-site Services are specifically requested to support and guide the in-house customer teams and capability and operation of the Veritas NBU solution.

**1.1 NBU Operational Support**

The Resident Consultant will be part of the customer’s operation team that monitors and manages the NetBackup environment. The scope of this service offering is explained in detail in subsequent sections of this quote.

**1.1.1 Daily Tasks**

**1.1.1.1 Incident Response**

Consultant will start troubleshooting immediately upon notification of a failed backup job. Consultant will work on resolution for issues and ensure backups are re-run, scheduled jobs to complete within the day’s schedule. And work with customer’s team for user backups/scheduled backups. Consultants will work as SME and if required will work with Veritas support/BCS.

**1.1.1.2 Interaction with customer’s Operations Team**

The consultant will be involved in attending customer team meetings once every month as per plan to provide additional details from the NBU incident information.

**1.1.1.3 New Backup Policy Configuration**

Consultant will share guidelines as per Veritas best practices to customer operation team for creation of new backup policies. Once the policies are created by Customer team, consultant will validate the same.

**1.1.1.4 Standard Operating Procedure Documentation**

The consultant will be involved in preparation of Standard Operating Procedures (“SOP”) for the operations team in handling their day-to-day tasks, only if there is any change in the existing process. As a part of this SOP document the consultant will also assist in standardizing on the transport medium for client backups i.e., define criteria for LAN Backups, SAN Media server backups and SAN Client backups. The SOP document will also provide. Veritas’s recommendations on Naming Conventions for the NetBackup configuration, particularly with respect to Backup policies, schedules, Storage Units etc.

**1.1.1.5 Infrastructure Usage Management**

The consultant will be involved in periodic tasks related to review of resource usage backups speed, drive utilization, client throughput, Tape Library utilization, Disk System Storage Unit (“DSSU”) utilization, Backup window utilization and escalations as required to the appropriate customer contact. The consultant will provide specific compatibility data as requested/required by the customer for various systems related patches, firmware updates, OS/security updates.

Following are some of task details in specific to NetBackup Operations:
- 1. Application of EEB / Bugfixes of NetBackup Master Server software only in cases wherein it has been suggested by technical support whenever there is an impact on NetBackup.

2. Consultant will troubleshoot the backup failures after coordinating with the customer’s concerned IT teams.

3. Provide improvement Suggestions/ Inputs on parameters that can affect backup operations & NetBackup performance.

4. Consultant will guide Customer team on distribution of workload across master & media servers.

5. Monthly meetings with customer Management and quarterly presentation to the customer’s senior Management.

**1.1.2 Knowledge Transfer to Customer’s Operations Team**

The consultant will provide not more than four hours of knowledge transfer once a month to the customer’s operations team based on the mutually agreed day

**1.1.3 Product Lifecycle Management**

The Consultant will provide guidance to customer team for performing a version upgrade of the NetBackup infrastructure. For the avoidance of doubt, such version upgrades will be performed, provided that veritas makes such version upgrade generally available to the customer under the terms and conditions of a valid maintenance/ support agreement maintained by the customer at that point of time. Providing guidance on implementation possibility of any new Client Policies, Standards, regulations to Veritas NetBackup based on best practices. Setup of any other best practices for customer environment outside onsite operational services are incremental and out of scope.

Location : East Central