1 © 2010 DataCore Software Corp. — All rights reserved © 2010 DataCore Software Corp DataCore Software DataCore Software Certified Implementation Engineer (DCIE) DataCore Software Certified Implementation Engineer (DCIE)

2 © 2010 DataCore Software Corp. — All rights reserved Before DCIE ?  Installations are easy – Why Plan ?  Technical People relish the challenge of resolving issues !  Technical People hate writing anything down – ‘I know it so why write it down ?’  Testing what seems reasonable will be ok ?

3 © 2010 DataCore Software Corp. — All rights reserved What was the result ? disaster  No planning before going on site  recipe for disaster Design, known issues, Customer expectations ?  2 days become 5 days and longer and often DataCore called.  What worked on day 1 failed on day 2 All in someone’s head somewhere Delays while information re-collected for support assistance  Issues that could have been resolved at install have become Production issues  Customer unhappy. Too much time wasted. Future support impeded. Confidence Low

4 © 2010 DataCore Software Corp. — All rights reserved So….  Installation Process Developed and Issued  Not Mandatory so Not Followed !  How to make it Followed ?  Certification that is only maintained by following Process  Support Policy that requires DCIE for Install

5 © 2010 DataCore Software Corp. — All rights reserved DataCore Support Policy?  To assure maximum benefit from the use of our products, we highly recommend that the Administrator participate in a DataCore Training Course, planning for and execution of an installation, upgrade or migration should be performed by a DataCore Partner using a DataCore Certified Implementation Engineer (DCIE). DataCore Training CoursePartner  Any issues due to installation errors when an installation was performed without a DCIE may result in support being withdrawn until re-installed by a DCIE with services to be paid by the customer.

6 © 2010 DataCore Software Corp. — All rights reserved What is a DCIE?  A DataCore Certified Implementation Engineer (DCIE) is a certified person that has given DataCore confidence that they understand how our product works, and have proven that they can understand and will follow our Installation Management process  A DCIE is a physical person, not a company  Certification is granted to a person and this certification will follow this person should this engineer leave the company he was working for at the time he/she was certified.

7 © 2010 DataCore Software Corp. — All rights reserved What is the DCIE Process ?  DataCore offer two DCIE programs: SANsymphony SANmelody  DCIE is a 10-Step Process

8 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 1: Training  Candidates: Attend a SYM205 SANsymphony class or a MEL205 SANmelody class Ideally also attend SYM301 Advanced Practices Take the SYM810 DCIE Installation Management class – This is a downloaded, off-site training module (No Certificate issued for SYM810 Training)

9 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 2: Test  Pass certification test paper: Register for test paper Send to with Subject ‘DCIE Test Request’ and the test link will be Take & Submit Test Open Book so make use of all resources including lab equipment to answer questions. Immediate grading and response sent out. Pass or Fail 80% is the pass mark A Pass or Fail will be sent If Fail then resubmit the ‘DCIE Test Request’ After 3 Test Fails contact Account Manager for clarifications. One final test before re-training needed

10 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 3: Pre-Site Preparation (1)  Download Documentation Templates: FAQ 1183 (login & type ‘DCIE’ to find) Site Planning Checklist (SPCL) Pre-Install Checklist (PiCL) Functional Test Plan FTP

11 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 3: Pre-Site Preparation (2)  SPCL – List all components and check: Application Server Check HBA’s BIOS, driver & firmware Check path failover product is correct version and how to configure it (See Technical Bulletins) Switches Check firmware. Mappings and zoning planned and understood Storage Decide on Third party failover or LUN Distribution Decide on how LUNs size/type, Pools

12 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 3: Pre-Site Preparation (3)  SPCL SDS Check HBA’s BIOS, anti-virus, security settings needed, other software Check O/S version and Service Packs Make sure licenses are available (and software !) Make sure you are aware of latest PSP & Updates

13 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 3: Pre-Site Preparation (4)  PiCL Check readiness plans and add anything additional that may be needed Familiarize with onsite plans for readiness before installing software Add/Remove sections from Installation Report  FTP Remove unnecessary sections Add additional tests if needed to suit the environment

14 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 3: Pre-Site Preparation (5)  Make DataCore aware of Production Installation Register for Support if not already done so Open an incident on DataCore support site for new installation two weeks or more before installation date Incident title should be: “Customer Name – Customer Information” Notify in the incident of Planned Installation Date Submit all documents and wait for response before installation  Statement of Work recommended State objectives, scope, pre-requisites and deliverables Clearly identify customers responsibilities Get customer sign-off that this meets their requirement. Make sure resources will be available that can configure all components

15 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 4: Pre-Installation on Site (1)  Application Server Configured to see storage before any zoning HBA’s have correct BIOS, driver & firmware  Switches Check correct firmware Check functioning correctly (Green LEDs) Zoned correctly Check App Server no longer sees storage Check Storage Server can see storage Check Storage Server can access its partner(s)

16 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 4: Pre-Installation on Site (2)  Storage Set Up LUNs as designed Check functioning correctly Check failover works before DataCore installed on storage server  Storage Servers Clean install of OS. Correct HBA’s with correct BIOS. Check all other software installed is known and documented Check Storage server can see storage and can see App Servers Check LAN connect between Storage Servers is ok

17 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 5: Installation  Storage Servers Install (follow Installation Guide) Apply latest PSP/Updates (follow Release Notes) Discover Storage Create Virtual Volumes Serve up to Application Servers  Clients Install Client Software Apply latest PSP/Updates (follow Release Notes) Configure Paths (as per Tech Bulletins)

18 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 6: Functional Tests  Storage Servers Run through FTP step by step, ticking or commenting as needed Make sure customer agrees at each step Get customer sign-off Any issues or questions raise a new support call Always raise an incident if in any doubt If on-site and need immediate help is needed, phone toll-free support

19 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 7: Post Install  After Installation is complete Update SPCL and attach to the incident Update incident with completed documentation for: Pre-Installation Checklist (completed) FTP (completed) Confirmation of sign-off (signature not needed) Confirm in the incident that installation is complete Attach Support Bundles for all Storage Servers Register End User for Support Make End User aware of ‘How to Use Support’ (FAQ 1322)

20 © 2010 DataCore Software Corp. — All rights reserved DCIE - Step 8: DataCore Review  DataCore will review incident(s) How much remote support was required? Did installer call when they needed to? Did installer raise new incidents when needed? Was the correct documentation submitted at the right time? Was the documentation complete and accurate?  Assessment will give: (a) Certification achieved, or (b) Certification withheld until next production installation review, or (c) DCIE assistance needed with next production install, or (d) DCIE only install next time

21 © 2010 DataCore Software Corp. — All rights reserved DCIE Step 9: Certification  DataCore certifies the New DCIE, and Issues a Certificate (sent monthly) Records their Certification Updates ‘Number of Installs’

22 © 2010 DataCore Software Corp. — All rights reserved DCIE Step 10: Renewal  Version Renewal Certification is held for the full release i.e. v1.x, 2.x, etc. Version renewal is needed on each full release only, NOT on ‘dot’ releases A DCIE should attend web-based ‘differences’ class on new features for all new full releases Review of all installations is made to confirm process is always followed Review of DCIE incidents raised

23 © 2010 DataCore Software Corp. — All rights reserved Summary Test Pre-Site Install Certify Pre-Install Install Training Post Install Pre-Install Check FTP Post Install DC Review Renewal