BlackBerry Server Installation and Upgrade Service

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1 Server and Upgrade Service Prgram Descriptin ( Install and Upgrade Service Prgram Descriptin ) NOTE: This dcument includes all attached Annexes, is prvided fr infrmatinal purpses nly, and des nt cnstitute a binding legal dcument. assumes n respnsibility fr any typgraphical, technical r ther inaccuracies in this dcument. reserves the right t peridically change infrmatin that is cntained in this dcument; hwever, makes n cmmitment t prvide any such changes, updates, enhancements r ther additins t this dcument t yu in a timely manner r at all. THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE CONTENT OF THIS DOCUMENT, AND ALL INFORMATION PROVIDED HEREIN IS PROVIDED AS IS. EXCEPT AS EXPRESSLY AGREED TO BY BLACKBERRY IN AN AGREEMENT BETWEEN BLACKBERRY AND YOU FOR TECHNICAL SUPPORT, IN NO EVENT SHALL BLACKBERRY OR ANY OF ITS SHAREHOLDERS, AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS OR SUPPLIERS, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES FOR ANY USE OF THIS DOCUMENT, INCLUDING WITHOUT LIMITATION, RELIANCE ON THE INFORMATION PRESENTED, LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF BLACKBERRY WAS EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Limited. All rights reserved. The family f related marks, images and symbls are the exclusive prperties f Limited., RIM, Research In Mtin, 'Always On, Always Cnnected', the envelpe in mtin symbl and the lg are registered with the U.S. Patent and Trademark Office and may be pending r registered in ther cuntries. All ther brands, prduct names, cmpany names, trademarks and service marks are the prperties f their respective wners. The handheld and/r assciated sftware are prtected by cpyright, internatinal treaties and varius patents, including ne r mre f the fllwing U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D,445,428; D,433,460; D,416,256. Other patents are registered r pending in varius cuntries arund the wrld. Please visit fr a current listing f applicable patents. Crpratin 122 West Jhn Carpenter Parkway, Suite 430 Irving, TX, USA Tel: (972) Fax: (972) Web site: Limited 295 Phillip Street Waterl, Ontari Canada N2L 3W8 Tel: (519) Fax: (519) Web site: UK Limited Centrum Huse 36 Statin Rad Egham, Surrey United Kingdm TW20 9LF Tel: +44 (0) Fax: +44 (0) Web site:

2 1. Intrductin The Server and Upgrade Service is designed t help yur rganizatin get up and running n the latest versin f server sftware smthly and seamlessly. There are a number f factrs and variables t cnsider when perfrming a sftware installatin r upgrade and the Server and Upgrade Service will help ensure all the bases are cvered. We cnsult with yu befre, during, and after the installatin r upgrade t help understand yur IT envirnment and t help ensure that everything is running smthly pst-install/upgrade. Fllwing the installatin r upgrade, yur staff will receive basic training n hw t use the new interface. The training will teach them hw t perfrm day-t-day tasks such as adding users, setting IT Plicies and building grups. Custmers with a paid Technical Supprt Services (BTSS) subscriptin can use their nrmal channels f supprt fr pst-install/upgrade assistance. 2. Service s The Server and Upgrade Service includes the fllwing features: Service Pre- Cnference Call/ Cnsult Descriptin representative will discuss platfrms and architecture, as well as ffer recmmendatins regarding the use f the installed server; Determine best practices based n yur current cnfiguratin and plicy requirements, industry standards, and best practices respecting: (a) scalability planning fr future grwth; (b) extensibility; and (c) server stability; and Resurce Cmmitment 240 minutes. representative will prvide Implementatin Guide with prerequisite infrmatin and detailed technical checklist fr installatin. representative will develp a detailed netwrk architecture diagram and migratin plan fr yur use. representative will verify permissins and cnfiguratin f any service accunts used fr the installatin, including Windws server permissins, database permissins, and required SSL certificates, as applicable; representative will review and define Custmer s IT plicy requirements, including the general purpse f IT plicies and cmmnly-mdified IT plicies; Creatin f Accunt Center / ecmm prfile / BESC accunt Ensure Minimum memry requirements met; Minimum disk space requirements met; Mail stre access verified.

3 Service Call Descriptin will perfrm the installatin in accrdance with the findings and recmmendatins f the Pre- Cnference Call/ Cnsult, including: representative will cnfirm all prerequisite installatin cnditins, as cmmunicated t yu during the Pre- Cnference Call/Cnsult, are present, including server requirements, perating system requirements, applicatin sftware requirements, and netwrk requirements (such as firewall and IP address cnfiguratin); Claiming initial license with custmer as part f walkthrugh n hw it s dne Resurce Cmmitment 120 minutes. Nte: ios activatins may nt be immediate based n certificatin etc. wrk. representative will prvide a step-by-step walk thrugh f the installatin t yur server administratr. representative will take remte cntrl f yur envirnment t perfrm installatin steps n yur behalf. representative will perfrm the fllwing cnfiguratin services: Create a new default IT Plicy/Prfiles; Create a new default user grup and assign the Default IT Plicy/Prfiles t it; and Create ne (1) additinal Administratin Service admin accunt; representative will cnfigure the Device Service and Universal Device Service, as applicable, based n industry standards and best practices; and Walk thrugh the successful activatin f three (3) devices with the server administratr HA (High Availability) installs may require additinal install / cnfiguratin time (install / cnfig = apprx. duble time). Pst- Verificatin representative will verify installed server is functining accrding t specificatins. Review will include validatin f: 60 minutes. Zer crash ccurrences in Installed Server Lgs pst ; All 3 activated users are pinting t new SRP ID; Verify administratin functins e.g. cmms with devices Verify wrld functinality / push Ensure lgging is wrking and target flders are crrectly cnfigured

4 Service Descriptin representative will verify the server, as applicable, is functining prperly, including cnfirmatin that yu are able t view the status f a three (3) devices n the cnsle; and Resurce Cmmitment Verify Enterprise Service 10 is able t access cnfigured mbile device management dmains. Pst- Training representative will prvide a walk-thrugh f basic installed server cmpnents and functins, including but nt limited t: Lgin t installed server fr the first time; Explain administratin rles; Hw t create administratr accunts; Hw t create a grup; Hw t create an IT plicy and assciate it t a user r grup; Hw t add a new user and generate an activatin passwrd; Hw t send a lck and wipe cmmand t a device; Hw t remve an active user; Where t g t check CAL infrmatin and hw t add mre when needed; Where t check an installed server s status; and Hw t exprt user data t a csv file. 60 minutes. Pst- Supprt Custmers with a Technical Supprt Services (BTSS) subscriptin can use their nrmal channels f supprt fr pst-install/upgrade assistance. will attempt t deliver the pst installatin supprt within the Service Level Objectives defined by the custmer s supprt agreement. Custmers withut a Technical Supprt Services subscriptin can purchase Incident Based Supprt frm fr pst-install/upgrade assistance. 3. Limitatins a. If the abve resurce cmmitments g abve and beynd the allcated time, reserves the right t terminate the engagement r charge the custmer fr additinal resurces. b. If custmer requirements are nt cmpleted within a timely manner and delay the remte installatin by greater than tw (2) weeks r ten (10) business days, reserves the right t terminate the engagement r charge the custmer fr additinal resurces. c. If any additinal requirements arise utside f the Pre- Cnference Call/ Cnsult, custmer has tw (2) weeks r ten (10) business days t cmplete the requirements. If the requirements are nt cmpleted within a timely manner and delay the remte installatin by greater than tw (2) weeks r ten (10) business days, reserves the right t terminate the engagement r charge the custmer fr additinal resurces.

5 4. Custmer Respnsibilities a. The custmer must prvide Representatives with infrmatin and resurces t successfully execute the upgrade and installatin. This can include, withut limitatin, prviding access and credentials t systems, cmpleting installatin prerequisites, prject resurces, and attendance in planning, executin, r training meetings. b. Custmer must have a right t use the sftware and licenses. This requires that the custmer must have purchased r traded up, and have apprpriate license rights t the target envirnment. c. Hardware requirements are a respnsibility f the Custmer, and it is the custmer s respnsibility t ensure the hardware requirements are met prir t the upgrade in accrdance with s Sftware and Hardware Requirements t accmmdate current versin f Sftware being installed. d. The custmer is respnsible fr Third Party sftware, hardware, r services utside f the sftware installer. The custmer is respnsible fr installatins/upgrades/cnfiguratins/etc. identified by in the Pre- Cnference Call/ Cnsult. is nt respnsible fr issues that result f the custmer nt cmpleting the prerequisites fr installatin, r Third Party service utages and issues that prevent the representative frm perfrming the installatin in accrdance with standards.

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