SERVICES DESCRIPTION

The following is a high-level list of activities that Cloudera professional services personnel including consultants, architects and service delivery managers may perform during an engagement. All these activities apply only to services performed on Cloudera platform components including but not limited to the following: CDH, HDP, Cloudera Data Flow / HDF and Cloudera, formally known as CDP. During planning phases of the engagement, Cloudera and Customer will jointly identify and agree on the specific activities to be performed.

Activities Performed by Technical Resources

(Consultants and Architects)

• Provide advice and hands-on expertise to address complex data and analytics business problems
• Plan and execute use case and architecture workshops for existing and future use cases
• Collaboratively design an end-to-end enterprise data cloud analytics solution based on industry best practices
• Plan, design, install and configure Cloudera platform components in environments including non-production, production and backup/disaster recovery 
• Plan, design and implement data lake, data processing pipelines/workloads for data ingestion, data engineering data transformations and data delivery to business applications
• Plan, design and implement data governance and security controls including authentication, authorization and auditing using Cloudera platform components
• Perform overall cluster health checks, capacity planning, assessment of application performance, recommendations for optimizations and assist in implementation of same 
• Analyze workloads and identify those workloads suitable for migration to cloud
• Plan, design, implement and optimize workload migrations to Cloudera  (on cloud, on premises or hybrid)
• Perform application code design reviews on use cases based on implementation best practices 
• Provide coaching and knowledge sharing to the Customer team
• Plan and execute cluster upgrades/migrations and data migrations for Cloudera, CDH, HDP and Cloudera Data Flow / HDF
• Assist with integrating third-party applications with Cloudera platform components
• Assist with troubleshooting and analyzing root cause(s) of platform issues
• Serve as liaison to other Cloudera internal organizations as needed
• Create or update standard cluster operating procedures/runbooks
• Review Customer’s training needs and provide recommendations

In accordance with Cloudera’s standard terms and conditions, Cloudera will supply a Service Delivery Manager (SDM) who will act as an advisor with the Customer. All Services to be performed by the SDM will be scoped prior to each engagement. The project scope and activities will be jointly identified and agreed in advance by Cloudera and Customer. The following is a high-level list of activities that the SDM may perform during an engagement:

• Leverage their Cloudera and industry expertise to support  the Customer in achieving their project goals more efficiently
• Act as a main point of escalation for the Cloudera Services Delivery whilst working with the Customer
• The SDM will be responsible for applying the appropriate project oversight and project governance for Cloudera activities, to help support successful project outcomes 
• Conduct regular checkpoints/project status calls with the Customer 
• Produce a project status report on an agreed weekly/bi-weekly/monthly basis showcasing key project metrics (e.g. burn rate, progress status and commercial summary)
• Act as a conduit between Customer and other Cloudera teams within the Service Delivery Manager’s zone of influence (Product/Engineering/Support)
• Conduct ‘Kick off’ Meetings with the Customer teams/stakeholders as needed
• Plan and execute workshops (where applicable in relation to services delivered) with Customer team
• Subject to availability, engage in any Customer hosted governance meetings as required, to represent Cloudera Services and the active engagements being worked on
• Advise on change management and make suggestions regarding change requests  in relation to any deviation from the project, or constraints - such as time, budget, scope and seek internal Cloudera and Customer approvals 
• Proactively manage and track key issues on Customer engagements and work with the Customer to develop mitigation strategies to help minimise issues such as the likelihood of delays
• Work closely with the Cloudera technical team to help ensure that the technical requirements of the project are understood by the Customer