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Dell Education Services.doc Dell Education Services.doc Document Transcript

  • Dell Education Services Training Services Service Description For packaged Dell Customer training on site and classroom delivery instructor-led training This Service Description (SD) describes the instructor-led, packaged, classroom and on-site delivery training course(s), services and course materials (“Dell Training Services”) to be delivered by the Dell Education Services group of Dell Products (“Dell”) and you the “Customer”. Terms & Conditions Overview This SD is made between the Customer and the Dell entity identified on Customer’s invoice (“Dell”). By purchasing these Services (as defined herein) from Dell, the Customer agrees to be bound by all terms and conditions set forth in this document. The Customer agrees that renewing, modifying, extending or continuing to utilize the Services beyond the initial term is subject to the then-current Service Description available for review at Master Services Agreements. Dell is pleased to provide this SD in connection with the Customer’s separate signed master services agreement with Dell or, in the absence of such agreement, the following agreement is incorporated in its entirety by reference: • Direct Customers & End Users: Dell’s Customer Master Services Agreement (“CMSA”) available for review at ; or • PartnerDirect Registered and Certified Partners, Service Providers and Resellers: Dell’s Terms and Conditions of Sale for Persons or Entities Purchasing to Resell available for review at . Dell Services Acceptable Use Policy. All Customer use of software, online services, or software-enabled services in connection with the Services is pursuant to the terms of the Dell Services Acceptable Use Policy (“AUP”), which is available for review at and incorporated in its entirety herein by reference. PartnerDirect Certified Partners or Registrants, resellers and service providers are responsible for ensuring that their end-user customers assent to be bound by the terms and conditions of the AUP or substantially similar terms that are at least as protective as those set forth in the AUP prior to use of the Services by end-users. © 2008 Dell Inc. 1
  • 1. Course Objectives and description of service –Detailed in Appendix 1 2. Course Materials Dell will provide the following training materials, which may consist of course documentation, guidelines, instructional materials such as workbooks, manuals or audio materials, or computer-based training. All training materials provided by Dell in any form, whether printed or electronic, are the copyrighted works of the original content provider. Training materials are for the sole use of the participant enrolled in the training course, and may not be used by any other person, reproduced, distributed or modified without Dell’s express written permission. 3. Project Duration and Scheduling Dell Training Services delivery will be scheduled within three weeks of Dell’s receipt of a purchase order and the accompanying payment method, unless otherwise agreed upon in writing by the Customer and Dell. The specific dates for conducting the Dell Training Services will be agreed upon by the Customer and Dell. The Customer-site training will be conducted during normal business hours (Monday through Friday, between 9 a.m. and 5:30 p.m. (local Customer time), unless otherwise agreed upon in advance and documented in a separate statement of work signed by the parties. All training engagements must be scheduled at least fifteen business days in advance of the requested training date; otherwise, additional expense charges may be incurred and billed to the Customer. Any requested changes must be documented in a change request form signed by the Customer and by Dell. Cancellation and Reschedule Policy Unless otherwise agreed in writing by Dell, all Dell Training Services will begin on the agreed scheduled date. Should the Customer request to reschedule Dell Training Services, Dell reserves the right to charge the Customer according to the following scale, a percentage of the agreed fee for the rescheduled Dell Training Services: © 2008 Dell Inc. 2
  • Confirmed Course Booking with Agreed Dates: 15-11 Working Days Before Course Commencement 10-6 Working Days before Course Commencement 5-0 Working Days Before Course Commencement Rescheduling of Course 25% 50% 100% Working days are defined as normal business days, Monday – Friday excluding public holidays in the jurisdiction in which the training is to be provided. Should Dell cancel any scheduled Dell Training Services, Dell will use reasonable efforts to give to the Customer advance notice of cancellation and will endeavor to reschedule as agreed between Dell and the Customer. If the Dell Training Services are cancelled for reasons within Dell’s control, and cannot reasonably be rescheduled, Dell will refund the Customer’s associated pre-paid training fees. The refund will be the Customer’s only recourse in the event of Dell’s cancellation. 4. Change Management The Change Control Process governs changes to the contracted Dell Training Services. The purpose of such process is to standardize and optimize the Dell Training Services content and schedule. The process will apply to new Dell Training Services components as well as to alterations or enhancements of existing packaged Dell training services components. 5. Personnel Skills & Qualifications Dell will, at its sole discretion, determine the number of instructors and the appropriate skill sets necessary to conduct the Packaged Dell training services. The Customer should understand Dell resources for the provision of the Services may be an employee or consultant of DELL and/or a DELL Services Provider. Example Instructor qualifications are provided in Appendix 2. © 2008 Dell Inc. 3
  • 6. Responsibilities Both Customer and Dell are responsible for the successful execution of this engagement. As such, both parties have been assigned responsibilities as described below: Dell Responsibilities Dell will perform the Dell Training Services as described in this SD and its attachments, according to generally recognized commercial practices and standards. Readiness Review - prior to delivery of packaged training service(s) If needed, Dell or its service partner representative will schedule a conference call with Customer’s point- of-contact to review:  personnel attending training session  Confirm training objectives, resources, timeline, etc.  Confirm logistics and training facilities o On-Site & Classroom based training Dell or its designated service delivery partner will deliver the Dell Training Services described herein, subject to the following conditions:  Dell, or its designated service delivery partner in its sole judgment, may refuse admission to, or expel from, a course, any individual whom it considers to be a safety or security risk to the instructor, other participants or the facility. Dell will not refund training fees paid on behalf of such participant.  Dell or its designated service delivery partner shall not be liable to the Customer for any interruptions or delays in receiving or transmitting data in connection with any on-line elements of the Dell Training Services. © 2008 Dell Inc. 4
  • Customer Responsibilities Prior to the start of this SD, the Customer will if necessary indicate to Dell in writing, a person to be the point of contact. All project communications will be addressed to such point of contact. The point-of-contact will:  Have the authority to act for the Customer in all aspects of the project.  Coordinate with appropriate resources and book facilities for the training session.  Provide accurate participant count and names five days prior to on-site visit.  Be the Customer’s primary representative and have the authority to resolve conflicting Customer requirements.  Obtain and provide project requirements, information, data, decisions and approvals within three working days of the request, unless both parties agree to a different response time.  If required ensure Dell or its service partner instructors have reasonable and safe access to the training facility, parking, telephone and Internet connectivity, and adequate workspace, as required. Sample Classroom Configuration and simulation notification –Detailed in Appendix 3 Pricing The price for the Dell Training Services described in this SD is a fixed price fee as communicated in your Dell Quotation with time not to exceed the days of Dell instructor time as stated in Appendix 1 “Course Objective days”. The instructor(s)’ reasonable domestic travel and expenses are included in the fixed price. The Customer is responsible for all reasonable international travel and expenses, if applicable. Any taxes related to the Dell Training Services procured under this SD will be paid by the Customer or the Customer will present Dell an exemption certificate acceptable to the taxing authorities. Applicable taxes will be listed as a separate item on the order or credit card confirmation. Work may not be scheduled or commenced until the Customer’s payment method (purchase order or credit card) is received by Dell. NOTE: Customer’s payment method should be for the entire amount of the services fee. For questions please contact your Dell account manager or email: © 2008 Dell Inc. 5
  • Appendix 1: Description of Services and course objectives Dell course descriptions are located at and describe the Dell Training Services to be provided against each specific course in addition to the course objectives. © 2008 Dell Inc. 6
  • Appendix 2: Instructor qualification Dell Product Courses Instructors hold many years of experience working with the product types that they are training, in addition to having successfully completed the appropriate “product trainer” training course and where applicable, the relevant certification(s) associated with the product. VMware Courses Dell is a VMware global certified training provider. As such, our VMware instructors hold the appropriate qualifications and certifications as required by VMware. Microsoft Official Curriculum All Microsoft courses are provided at or through a Microsoft certified training location. As such, our Microsoft instructors hold the appropriate qualifications and certifications as required by Microsoft. Professional Development Professional development courses such as ITIL and Prince2 are delivered by instructors holding a wealth of experience in the relevant topic areas as well as the qualifications and certifications required by the training content provider. © 2008 Dell Inc. 7
  • Appendix 3: Classroom Setup (On-site courses) Simulation Notification Dell Client Hardware Courses Customer is required to provide sufficient numbers of client PC’s (desktops and notebooks) as to provide one training system per two students. Customer is responsible for ensuring that the range of systems made available for the training course reflect the model types for which Dell Training Services are required. Dell PowerEdge Hardware Courses Customer is required to provide sufficient numbers of PowerEdge servers to enable at least one PowerEdge server per two training delegates. Dell OpenManage Customer is required to provide at least one Dell PowerEdge server configured with an appropriate “Dell Remote Assistance Card” (DRAC card) and Dell OpenManage software installed. Additionally, at least one Dell desktop PC per two training delegates, each installed and configured with the Dell OpenManage client software. Dell SAN Courses Customer is required to provide client PC’s (desktops or notebooks) to enable at least one PC per student. For on- site courses, Dell will run a SAN simulator on the student’s client PC. VMware Courses Customer will be notified at the time of booking, of specific on-site class requirements. All On-Site Courses Customer is required to provide a suitable training room, capable of holding the instructor, all scheduled students and all required equipment . The training room to be equipped with a projector and white board as well as heating and/or cooling as necessary. © 2008 Dell Inc. 8
  • Appendix 4: OEM Vendor Courseware service description Dell course descriptions are located at and describe the Dell Training Services to be provided against each specific course in addition to the course objectives. © 2008 Dell Inc. 9