Statement of Work. LabTech Implementation Bronze. LabTech Software 4110 George Road Suite 200 Tampa, FL 33634
|
|
- Roland Parrish
- 6 years ago
- Views:
Transcription
1 Statement of Work LabTech Implementation Bronze LabTech Software 4110 George Road Suite 200 Tampa, FL US Direct: UK: AUS:
2 Contents Section 1 - Executive Summary... 3 Section 2 - Introduction/Background... 4 Section 3 - Commitments... 5 Section 4 - Scope of Project... 7 Section 5 - Project Duration... 8 Section 6 - Method of Delivery... 9 Section 7 - Summary of Work Section 8 Definitions / Terminology Section 9 - Acceptance LABTECH S PERFORMANCE OF THE SERVICES STATED IN THIS STATEMENT OF WORK IS GOVERNED BY: (1) Part 1: The contents of this Statement of Work ( Statement of Work or Transaction Document ); (2) Part 2: The then current LabTech Consulting Services Terms & Conditions which are set forth at (in descending order of precedence, collectively these are called the Agreement ) Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 2
3 SECTION 1 - EXECUTIVE SUMMARY Welcome to LabTech Software consulting and implementation services. LabTech Software develops the only remote monitoring and management (RMM) platform designed by a managed service provider (MSP) for MSPs. This project is designed to get a LabTech server installed and configured to LabTech best practices and to provide instruction on the basic operations and configurations to use the software. By using LabTech Software s consulting services, you agree to the terms outlined in this document, regardless of any other prior representations. Any addition to the deliverables defined in this document will require a change control request to be approved by both parties. Any deliverable defined in this document may be waived in writing and is not exchangeable for other services. Such written communication is required to be noted in the project Communications Ticket. Project Duration: The Bronze Implementation project is designed to take from business days to complete, not including weekends and holidays. Project Hours: 7 hours of consulting sessions; includes 2 (two) 1-hour post-implementation follow-up consulting sessions where applicable.* Requirements: Newly formatted Microsoft server (please see prerequisites for more information) Network access to the server Discovery Document completed and returned by the partner prior to project kick-off meeting with your assigned LabTech Software consultant. Deliverables: Partner access to online training LabTech server software and components installed and optimized Partner s LabTech software configured to meet LabTech Software best practices Verification / validation of the LabTech server PSA integration (where applicable, ConnectWise or Autotask only) LabTech agent deployment methods demonstrated and reviewed Onboarding session (two hours consulting and demonstration of LabTech Ignite ) 1-hour project wrap-up session with your LabTech Software consultant Project signoff and review with a senior LabTech Software consultant Post implementation project for two 1-hour consulting sessions* Milestones: Below is a typical timeline of the LabTech Bronze Implementation project: In Business Days / Showing Day 1 as Kick-off meeting Phases <prior> D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 TBD Phase 1: Discovery Phase 2: Kick-off Phase 3:Install/Configure/Validate Phase 4:Deployment/Consulting Phase 5:Project Closure Phase 6: Follow Up.5 hr 4 hr 1 hr 2 hr *Restrictions apply the post implementation project may be granted if within 90 days of the contract signing. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 3
4 SECTION 2 - INTRODUCTION/BACKGROUND The business objective of the partner is to implement the LabTech server in a trusted environment and acquire the basic skills to manage their Clients computers through this system. The Implementation project is designed to get a LabTech server installed and configured to LabTech best practices and to provide instruction on the basic operations and configurations to use the software. This project allows a new LabTech partner to be up and running with their new software as quickly as possible. The goal is to get your new LabTech server installed, configured and running with all necessary components to provide a solid, proven foundation with LabTech agents deployed to your clients before the end of the consulting project. In addition, it is LabTech Software s intention to have instructed and demonstrated the software s most commonly used features to the point that the partner is comfortable performing the basic functions on their own. At LabTech Software, we believe that providing outstanding professional services should be an integral part of our company s offering. Your success is also our success, so we make every effort to provide efficient and affordable professional services through expert trainers and consultants to help you fast-track your investment in the LabTech RMM platform. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 4
5 SECTION 3 - COMMITMENTS Our Commitment to You LabTech Software will provide you with a team to ensure the successful completion of the project. This includes coordinators from the Welcome Team for scheduling as well as experienced, qualified LabTech Software consultants to perform the services purchased. After Phase 3, LabTech Support will also be available. LabTech Software will ensure that resources are available to complete the work tasks and hold the meetings per the project timeline. LabTech Software will provide the LabTech application and the components required for it to be installed and run. LabTech Software will also perform any necessary configurations of the operating system for the application to run successfully. LabTech Software will provide all deliverables described in this Statement of Work (SOW). LabTech Software will provide written communication and documents through the project Communications Ticket. LabTech Software will make all efforts to keep to the project schedule and milestone projections. Occasionally an emergency circumstance, communications or technical issue may interfere with a scheduled meeting; in those cases, we will notify you as soon as possible if a need to reschedule should arise. LabTech Software will provide a method of feedback for each consultation session. Your Commitment to Us Provide a LabTech Administrator as the primary contact who will be responsible for the project in your company. Complete the LabTech Essentials Training online in the LabTech University or have completed qualified training (e.g. LabTech Live Boot Camp). Complete the Discovery Document fully to the best of your abilities and return it to the LabTech Welcome Team coordinator. The Discovery Document includes the necessary server requirements, router and firewall configurations that need to be set prior to the project kick-off meeting with your LabTech Software consultant. Have a clean server that meets the requirements as laid out in the Discovery Document. Ensure MySQL v or greater through v5.6.x or MariaDB v or later is installed on the server. Provide Remote Desktop Protocol (RDP) access (must be configured before project can begin). Read through the documents we send you and ask questions if there is anything you do not understand. Providing feedback through returning surveys is appreciated. Provide ample time for the project primary contact at your facility to keep their meetings with the LabTech Software consultant and to complete the project requirements. When able, please provide one (1) business day notice to reschedule any meeting. We understand that emergency circumstances come up as is the nature of the IT services business and one day advance notice is not always possible. Missed meetings are defined as being absent from a scheduled GoToMeeting by 15 minutes or more after the start time without notifying LabTech in advance. If three (3) meetings are missed, then the project will be placed On Hold and be rescheduled depending upon availability. Rescheduled meetings: The LabTech Software consultants time is scheduled out weeks in advance and their time blocks are full. If you have to reschedule three (3) or more meetings, the project will be placed On Hold for completion at a later date. A project returned from an On Hold status will be rescheduled at next availability and there is no guarantee that it will be assigned to the same LabTech Software consultant. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 5
6 Please note: persistent missing or rescheduling (more than three meetings) may result in the final two (2) hours being deducted from the backend of the project. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 6
7 SECTION 4 - SCOPE OF PROJECT Included in this project: Introductory information about LabTech, including access to online training (sent by Welcome Team coordinators). A 30 minute kick-off meeting to review prerequisites. Installation of the latest published build of LabTech Software Server. Installation and optimization of the LabTech database Configuration of the LabTech Server according to LabTech Software best practices. PSA integration of LabTech with ConnectWise or Autotask (if applicable) Verification / validation of the LabTech server LabTech agent deployment method instruction and demonstration Review of deployment during a post deployment session Onboarding (2 hours consulting and demonstration including LabTech Ignite ) 1-hour project wrap-up session with LabTech Software consultant Project signoff and review with a senior LabTech Software consultant Post implementation project for 2 (two) 1-hour consulting sessions* The consultant has specific topics that need to be addressed within the consultation sessions during Phase 4 and Phase 5 of the project. Topics that are not covered during the project, such as network device monitoring or scripting, may be addressed during the Post-Implementation project phase if available.* Not included in this project: Services not listed in this statement of work (SOW) are considered outside the scope of this project. Topics outside of the basic functionality of the LabTech system are considered out of scope and will not be included. Integration of the LabTech application with other software (e.g. AV, Backup, Voice Messaging, Anti-Malware, Remote Control Software) is not included in this project. The purchase, installation, and integration of an SSL Certificate is not included in this project. This project does not include the creation of custom scripts or monitors. The consultant may do some troubleshooting of issues at his discretion; however, he may defer the issue to LabTech support. Extensive troubleshooting of technical issues is outside the scope of the project. If you require additional training or services not listed as part of this SOW, please contact your account manager to inquire about other services offered by LabTech Software. *Restrictions apply the post implementation project may be granted if within 90 days of the contract signing. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 7
8 SECTION 5 - PROJECT DURATION Period of Performance The start date of the Implementation project is the date of the kick-off meeting. In Business Days / Showing Day 1 as Kick-off meeting Phases <prior> D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 TBD Phase 1: Discovery Phase 2: Kick-off Phase 3:Install/Configure/Validate Phase 4:Deployment/Consulting Phase 5:Project Closure Phase 6: Follow Up.5 hr The LabTech Bronze Implementation project is intended to be completed within 10 to 15 business days after the project kick-off meeting. The timeline refers to business days and does not include weekends and holidays. The post-implementation follow up consulting sessions are scheduled outside of the project duration and thus not restricted to the business days. Online training is not included in the duration and should be completed before the kick-off meeting. The Welcome Team will not schedule the kick-off meeting until the Discovery Doc is completed and returned. If meetings need to be rescheduled, the preferred dates of the rescheduled meetings will keep the project completion within the intended duration timeline. 4 hr 1 hr 2 hr Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 8
9 SECTION 6 - METHOD OF DELIVERY Place of Performance All work completed by the LabTech Software consultant will be performed remotely via Remote Desktop Protocol (RDP) direct to your LabTech Server. To facilitate the software installation and configuration required for this project, a custom LabTech agent will be temporarily installed on your LabTech server and a local administrative account created. At the conclusion of this project the agent will be uninstalled and the account deleted. All scheduled meetings are held by way of LabTech Software hosting Citrix GoToMeeting sessions that will be setup by the LabTech Software consultant. Written correspondence will be done through via the thread of the LabTech Software project ticket (communications ticket). Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 9
10 SECTION 7 - SUMMARY OF WORK Project Work Phases As part of the LabTech Bronze Implementation project, LabTech Software will be responsible for performing tasks throughout various stages of the project. LabTech Software will have full access and have all necessary rights to install the software. The following is a list of the tasks that will be performed, which will result in the successful completion of this project: Phase 1: Discovery Performed by the LabTech Software Welcome Team coordinators and the LabTech partner LabTech Software Welcome Team coordinators to send a welcome to the LabTech partner, including the Discovery Document LabTech Software Welcome Team coordinator to get partner setup for training with user login support LabTech partner to complete the online training as outlined in the welcome LabTech partner to return the completed Discovery Document LabTech Software Welcome Team coordinator will test the RDP, schedule the project kick-off meeting with a LabTech Software consultant and initiate the preliminary installation process. Phase 2: Kick-off Scheduled by the LabTech Software Welcome Team coordinator, the Kick-off meeting is held with the LabTech partner and the LabTech Software consultant. Hold the kick-off meeting which is approximately 30 minutes in length Set expectations of the project in accordance with the Statement of Work (SOW) Verify the partner prerequisites have been met in accordance with the Discovery Document Review the Discovery Document with the partner Cover the timelines for the project Schedule meetings or determine when meetings will be scheduled. Phase 3: Install/Configure/Validate Work to be performed by LabTech Software. LabTech Software may at any time during this process stop and start services, restart the server and perform any other actions deemed appropriate. It is recommended that the partner not log on to the server until directed by the LabTech consultant Install/Configure Verify that the server meets requirements Configure server to LabTech Software best practice guidelines Finalize installation of the LabTech application & required components and configure basic settings Include the specifications detailed in the Discovery Document Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 10
11 3.2 - PSA Integration This optional phase requires that the partner has a qualified PSA system ready for integration Complete the PSA integration by the LabTech consultant with information obtained from the Discovery Document and will be configured as per the Phase Work Plan Validate Server Validate server meets best practice standards Access to 24 hour Support Services for support related issues is granted after this point. Phase 4: Deployment Meetings to be held with the LabTech Software consultant and the partner. Total time in the Deployment Phase is four (4) hours, which includes two (2) hours covering agent deployment and two (2) hours of onboarding best practices using LabTech Ignite Agent Deployment Hold pre-deployment meeting and demonstrate and discuss agent deployment methods (1 hour) Consultant to demonstrate to the partner how to create and configure a LabTech network probe Partner Participation: In order to achieve successful deployment, the partner must be ready to perform the following actions at this stage of the project. During this phase, the LabTech Software consultant may grant access to the system to the partner and will instruct the partner on the following: Inputting client domain and/or local admin username and password for a location. Having at least 2 machines at a location in a domain environment or having a common admin userid. Downloading an agent manually onto a partner machine to be a network probe Post Deployment Review Follow-up on your LabTech agent deployment (1 hour) Assistance with agent deployment or troubleshooting methods Onboarding Consultant will provide training and consulting on best practices functionality, including monitors, groups, alerts, searches, pre-configured scripts and templates using LabTech Ignite (2 hours) Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 11
12 Phase 5: Project Closure Wrap-up meeting to be held with the LabTech Software consultant and the partner. Project signoff work to be performed by a senior LabTech Software consultant. Follow up scheduled by Welcome Team coordinator Wrap-up Meeting This is a remote session of additional consulting to address questions related to previously discussed topics. (1 hour) Project Signoff Review of the configuration of the LabTech server To be performed after the completion of the project wrap-up session, the partner will be contacted by a senior consultant to review any final questions or issues in regards to their implementation project. If there are any issues, the senior consultant will review the issues to determine if a LabTech Support handoff is needed via support tickets. If there are no outstanding issues to be addressed the implementation phase of the project will be closed Schedule Follow-up Welcome Team to setup a new secondary project with the remaining two 1-hour sessions of consulting time. The LabTech partner will have up to 90 days from the date of their contract signing to use these remaining two hours. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 12
13 SECTION 8 DEFINITIONS / TERMINOLOGY Account Manager Agent Contract Consultant Discovery Document LabTech Admin LabTech Consulting Services Department LabTech Ignite LabTech Welcome Team coordinator LabTech Server LabTech Support A software agent is a piece of software that functions as an agent for a user or another program, working autonomously and continuously in a particular environment. In regards to LabTech, we are referring to the LabTech agent, which is deployed onto client computers and devices in order to manage and monitor those computers and devices remotely. Agreement or quote signed by the LabTech partner as approval for the purchase of software or services. Refers to a LabTech Software consultant, who is an employee of LabTech Software LLC with technical knowledge and training of use and best practices of the LabTech remote monitoring and management platform. The LabTech Software consultant may be referred to simply as consultant. This is an Excel workbook that will be ed to you once you have signed the agreement for this engagement. The person designated as the LabTech system administrator at the partner s location. The LabTech Admin is the designated person at your company to be in charge of managing the configuration of your LabTech server. The LabTech Admin should also be the primary contact for this project. LabTech Software Consulting Department Phone: , option 4 consulting@labtechsoftware.com Configuration of best practices involving monitoring, ticketing and patching developed by LabTech Software. LabTech Ignite provides out-of-the-box best practices in the form of pre-configured scripts, monitors, groups, alerts, searches, templates and a host of preestablished, automated processes that will empower any managed service provider (MSP) big or small to get up and running very quickly and very efficiently. The LabTech Welcome Team provides new LabTech partners with a single point of contact to help getting started with LabTech Software Training and Consulting Services, as well as with customer portal and LabTech University login. Every new LabTech partner is contacted by a dedicated Welcome Team coordinator who will guide them through getting started with LabTech after their initial purchase. Phone: , option 5 onboarding@labtechsoftware.com This term refers to the partner s server/infrastructure on which the LabTech server software application is installed. This term refers to the Support Department within LabTech Software LLC. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 13
14 Location / Subnet MSP Partner Project Start Date PSA RDP RMM Statement Of Work Training Locations in regards to the LabTech RMM software are per Subnet. Each subnet is considered one (1) location. A location may have multiple network nodes and a LabTech agent installed on each qualified node. A subnetwork, or subnet, is a logically visible subdivision of an IP network. The practice of dividing a network into two or more networks is called subnetting. All computers that belong to a subnet are addressed with a common, identical, most-significant bit-group in their IP address. A managed service provider is a person or organization that accepts and provides managed services. Managed services is the practice of outsourcing day-to-day IT management responsibilities as a strategic method for improving operations. This can include outsourcing production support and lifecycle build/maintenance activities. The person or organization that owns or has direct oversight of the organization or system being managed is referred to as the client or customer. This term refers to you the customer, your entity in its entirety. In some instances, this may be the technical lead assigned by the corporation to this project, the corporation itself, or any corporate resource(s). For the purposes of this Scope of Work, the project start date is the date of your scheduled kick-off meeting with your LabTech Software consultant. Professional services automation software (PSA) is designed to assist professionals such as lawyers, auditors, IT consultants and other professionals with project management and resource management for client projects. These features are often integrated with accounting, Customer Relationship Management (CRM) systems and payroll systems in order to improve efficiency of overall operations. Remote Desktop Protocol (RDP) is a proprietary protocol developed by Microsoft which provides a user with a graphical interface to another computer over a network connection. The user employs RDP client software for this purpose, while the other computer must run RDP server software. RDP is a secure method of access when properly configured and uses RSA s RC4 encryption cypher. Microsoft has a number of articles on how to properly configure RDP for secure access. Remote monitoring and management (RMM) is a collection of information technology tools that are loaded to client workstations and servers. These tools gather information regarding the applications and hardware operating in the client s location, as well as supply activity reports to the IT service provider, allowing them to resolve any issues. RMM usually provides a set of IT management tools such as trouble ticket tracking, remote desktop monitoring and support and user information through a complete interface. A statement of work (SOW) is a formal document that captures and defines the work activities, deliverables and timeline a vendor must execute in performance of specified work for a client. This term is used to describe the LabTech Training regimen developed by the LabTech Training Department. It includes (but is not limited to) LabTech University, LabTech TV, virtual training via webinars and LabTech Boot Camps. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 14
15 Disclaimers - Autotask is a registered trademark of Autotask Corporation. - ConnectWise is a registered trademark of ConnectWise. - GoToMeeting is a registered trademark of Citrix Online. - If you have purchased the ConnectWise PSA system but it has not yet been setup, you can still get PSA integration as part of the follow-up project explained in Phase 5. - The LabTech partner will have up to 90 days from the date of their contract signing to use any postimplementation consulting hours. Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 15
16 SECTION 9 - ACCEPTANCE ACCEPTANCE Statement of Work Acceptance with Signature: Prior to work being started, the partner must sign here to signify that they have read the Statement of Work and agree to the terms of this project. Please return the signed statement to your Welcome Team coordinator. Project Company LabTech Software Implementation Bronze Partner Signature Printed Name Title Date Rev. Date: 11/19/15 LabTech Software, LLC Bronze Implementation SOW Page 16
VMware vcloud Air Accelerator Service
DATASHEET AT A GLANCE The VMware vcloud Air Accelerator Service assists customers with extending their private VMware vsphere environment to a VMware vcloud Air public cloud. This Accelerator Service engagement
More informationA s c e r t i a S u p p o r t S e r v i c e s G u i d e
A s c e r t i a S u p p o r t S e r v i c e s G u i d e A S C E R T I A LTD J A N U A R Y 2 0 1 7 D O C U M E N T V E R S I O N - 5.1 Copyright Ascertia Ltd, 2017 Commercial-in-Confidence 1 Ascertia Support
More informationMagento Enterprise Edition Customer Support Guide
Magento Enterprise Edition Customer Support Guide April 2017 magento.com/support 2017 Magento, Inc. All rights reserved. Thank You for using Magento Enterprise Edition Customer support is a vital part
More informationHPE 3PAR Remote Copy Extension Software Suite Implementation Service
Data sheet HPE 3PAR Remote Copy Extension Software Suite Implementation Service HPE Lifecycle Event Services HPE 3PAR Remote Copy Extension Software Suite Implementation Service provides customized deployment
More informationHPE Data Center Operations Consulting Service
Data sheet HPE Data Center Operations Consulting Service HPE Packaged Consulting Services Data centers are large-scale capital investments that may not meet their capacity, availability, and operational
More informationHPE Data Replication Solution Service for HPE Business Copy for P9000 XP Disk Array Family
Data sheet HPE Data Replication Solution Service for HPE Business Copy for P9000 XP Disk Array Family HPE Lifecycle Event Services HPE Data Replication Solution Service provides implementation of the HPE
More informationSERVICE DESCRIPTION MANAGED BACKUP & RECOVERY
Contents Service Overview.... 3 Key Features... 3 Implementation... 4 Validation... 4 Implementation Process.... 4 Internal Kick-Off... 4 Customer Kick-Off... 5 Provisioning & Testing.... 5 Billing....
More informationHPE File Data Migration Service
Data sheet HPE File Data Migration Service HPE Consulting and Integration Services File migration simplified Available in convenient packaged offerings, HPE File Data Migration Service is designed to help
More informationTECHNOLOGY SUPPORT SERVICE LEVEL AGREEMENT
TECHNOLOGY SUPPORT SERVICE LEVEL AGREEMENT Statement of Intent The Information Technology Center (MVECA) and school district mutually agree that this Service Level Agreement (SLA) documents school technology
More informationSI PORTAL ONBOARDING GUIDE
SI PORTAL ONBOARDING GUIDE SI Portal 3.0 support@siportal.com Introduction This document was modelled after a discovery done by an MSP to onboard a new customer. All aspects of the infrastructure was documented
More informationService Description: Identity Services Engine Implementation-Subscription Service
Page 1 of 6 Service Description: Identity Services Engine Implementation-Subscription Service Services Summary This document describes the Identity Services Engine Implementation. Subscription Service.
More informationAutomate Consulting Services
Automate Consulting Services Remote Consulting hours Remote consulting sessions provide another option to receive personalized consulting based on your specific needs. Our experienced and knowledgeable
More informationPRIVATE MOBILE CONNECTION (formerly COMMERCIAL CONNECTIVITY SERVICE (CCS)) CUSTOM APN ATTACHMENT
PRIVATE MOBILE CONNECTION (formerly COMMERCIAL CONNECTIVITY SERVICE (CCS)) CUSTOM APN ATTACHMENT Last Revised: 2/1/2017 1. Private Mobile Connection - Custom APN. Pursuant to the terms and conditions of
More informationIntegration Guide PRTG
Integration Guide PRTG Revised: 24 June 2016 About This Guide Guide Type Documented Integration WatchGuard or a Technology Partner has provided documentation demonstrating integration. Guide Details WatchGuard
More informationIdentity Provider for SAP Single Sign-On and SAP Identity Management
Implementation Guide Document Version: 1.0 2017-05-15 PUBLIC Identity Provider for SAP Single Sign-On and SAP Identity Management Content 1....4 1.1 What is SAML 2.0.... 5 SSO with SAML 2.0.... 6 SLO with
More informationService Description: Advanced Services Fixed Price Cisco WebEx Advise and Implement Service (0-5,000 Users) (ASF- WBXS-UC-PDIBSE)
Page 1 of 9 Service Description: Advanced Services Fixed Price Cisco WebEx Advise and Implement Service (0-5,000 Users) (ASF- WBXS-UC-PDIBSE) This document describes Advanced Services Fixed Price Cisco
More informationSecurity Architecture
Security Architecture RDX s top priority is to safeguard our customers sensitive information. Introduction RDX understands that our customers have turned over the keys to their sensitive data stores to
More informationA company built on security
Security How we handle security at Flywheel Flywheel was founded in 2012 on a mission to create an exceptional platform to help creatives do their best work. As the leading WordPress hosting provider for
More informationVMware BCDR Accelerator Service
AT A GLANCE The rapidly deploys a business continuity and disaster recovery (BCDR) solution with a limited, pre-defined scope in a non-production environment. The goal of this service is to prove the solution
More information2. PRTG LabTech Plugin Configuration and Usage
2. PRTG LabTech Plugin Configuration and Usage The purpose of this document is to provide instruction on how to configure and use the PRTG/LabTech integration plugin. This plugin integration provides the
More informationHPE Recovery Manager Central Integration Service
Data sheet HPE Recovery Manager Central Integration Service HPE Technology Consulting HPE Recovery Manager Central Integration Service is an integrated data protection configuration consultative service
More informationHPE 3PAR StoreServ Data Migration Service
Data sheet HPE 3PAR StoreServ Data Migration Service HPE Consulting and Integration Services Data migration simplified Available in convenient packaged offerings, HP Enterprise 3PAR StoreServ Data Migration
More informationDigital Advisory Services Professional Service Description SIP Centralized IP Trunk with Field Trial Model
Digital Advisory Services Professional Service Description SIP Centralized IP Trunk with Field Trial Model 1. Description of Services. 1.1 SIP Centralized IP Trunk with Field Trial Verizon will assist
More informationLabTech Ignite Installation
LabTech LabTech Ignite Installation LABTECH IGNITE INSTALLATION... 1 Overview... 1 Readiness Checklist... 1 Server Installation... 2 Creating a Client Import File... 17 Using SSL Connections... 18 SSL
More informationCisco Collaborative Professional Services Unified Computing System Technical Consulting Accelerator Service (ASF-CPSC-UCST)
Page 1 of 1 Service : Advanced Services Fixed Price Cisco Collaborative Professional Services Unified Computing System Technical Consulting Accelerator Service (ASF-CPSC-UCST) This document describes Advanced
More informationIT Governance ISO/IEC 27001:2013 ISMS Implementation. Service description. Protect Comply Thrive
IT Governance ISO/IEC 27001:2013 ISMS Implementation Service description Protect Comply Thrive 100% guaranteed ISO 27001 certification with the global experts With the IT Governance ISO 27001 Implementation
More informationSERVICE DESCRIPTION MANAGED FIREWALL/VPN
Contents Service Overview.... 3 Key Features... 3 Service Features... 3 Responsibilities... 5 Additional Services.... 5 Implementation... 6 Validation... 6 Implementation Process.... 6 Customer Kick-Off...
More informationPRIVATE MOBILE CONNECTION (formerly COMMERCIAL CONNECTIVITY SERVICE (CCS)) CUSTOM APN ATTACHMENT
PRIVATE MOBILE CONNECTION (formerly COMMERCIAL CONNECTIVITY SERVICE (CCS)) CUSTOM APN ATTACHMENT Last Revised: 12/20/17 1. Private Mobile Connection - Custom APN. Pursuant to the terms and conditions of
More informationCisco Data Center Accelerated Deployment Service for Nexus 9000 (ASF-DCV1-NEX-ADS)
Page 1 of 6 Service Description: Advanced Services Fixed Price Cisco Data Center Accelerated Deployment Service for Nexus 9000 (ASF-DCV1-NEX-ADS) This document describes Advanced Services Fixed Price:
More informationJUNIPER OPTIMUM CARE SERVICE
SERVICE DESCRIPTION JUNIPER OPTIMUM CARE SERVICE Contents 1. Introduction...1 2. Eligibility and Purchasing....1 3. Service Features and Deliverable Description...1 4. End User Responsibilities...3 5.
More informationVMWARE HORIZON CLOUD SERVICE HOSTED INFRASTRUCTURE ONBOARDING SERVICE SILVER
DATASHEET VMWARE HORIZON CLOUD SERVICE HOSTED INFRASTRUCTURE ONBOARDING SERVICE SILVER AT A GLANCE The VMware Horizon Cloud Service Hosted Infrastructure Onboarding Service Silver provides basic assistance
More informationDocker Business Partner Program Guide
PROGRAM GUIDE / JULY 2017 Docker Business Partner Program Guide July 2017 PROGRAM GUIDE / JULY 2017 Table of Contents Welcome... 3 Overview...3 About this Guide...3 Docker Program Policies...3 Docker Program
More informationAppPulse Point of Presence (POP)
AppPulse Point of Presence Micro Focus AppPulse POP service is a remotely delivered solution that provides a managed environment of Application Performance Management. AppPulse POP service supplies real-time
More informationESET Remote Administrator v6 Getting Started Guide for MSPs January 2017
ESET Remote Administrator v6 Getting Started Guide for MSPs January 2017 Table of Contents Table of Contents... 2 Environmental Pre-requisites... 3 Installing ESET Remote Administrator (ERA)... 4 Configuring
More informationDigital Advisory Services Professional Service Description SIP SBC with Field Trial Endpoint Deployment Model
Digital Advisory Services Professional Service Description SIP SBC with Field Trial Endpoint Deployment Model 1. Description of Services. 1.1 SIP SBC with Field Trial Endpoint Deployment Verizon will assist
More informationService Description: Advanced Services Fixed Price
Page 1 of 1 Service Description: Advanced Services Fixed Price Cisco ACI Advise and Implement Service - Large (ASF-DCV1-ACI-PDV- L) This document describes Advanced Services Fixed Price: Cisco ACI Advise
More informationDigital Advisory Services Professional Service Description SIP IP Trunk with Field Trial for Legacy PBX Model
Digital Advisory Services Professional Service Description SIP IP Trunk with Field Trial for Legacy PBX Model 1. Description of Services. 1.1 SIP IP Trunk with Field Trial for Legacy PBX Verizon will assist
More informationKaseya IT Services KASEYA IT SERVICES PROGRAM CATALOG 2014 Q3
Kaseya IT Services KASEYA IT SERVICES PROGRAM CATALOG 2014 Q3 Kaseya is dedicated to perfecting the IT Service experience through continuous technology innovation and the highest standards of Service.
More informationXO SITE SECURITY SERVICES
XO SITE SECURITY SERVICES 1.0 Product and Services 1.1 Product Description. XO Site Security (the "Service") is a managed security service which uses Premises-based, multi-threat sensing Customer Premises
More informationEnsuring Desktop Central Compliance to Payment Card Industry (PCI) Data Security Standard
Ensuring Desktop Central Compliance to Payment Card Industry (PCI) Data Security Standard Introduction Manage Engine Desktop Central is part of ManageEngine family that represents entire IT infrastructure
More informationHPE Network Transformation Experience Workshop Service
Data sheet HPE Network Transformation Experience Workshop Service HPE Network and Mobility Consulting Led by experienced HPE technology consultants, HPE Network Transformation Experience Workshop Service
More informationService Description: CNS Federal High Touch Technical Support
Page 1 of 1 Service Description: CNS Federal High Touch Technical Support This service description ( Service Description ) describes Cisco s Federal High Touch Technical support (CNS-HTTS), a tier 2 in
More informationWhite Paper. RingCentral. Professional Services Implementation & Onboarding Methodology
White Paper RingCentral Professional Services Implementation & Onboarding Methodology RingCentral Professional Services Implementation & Onboarding Methodology Any technology transition can be challenging;
More informationService Description: Advanced Services- Fixed Price: Cisco UCCE Branch Advise and Implement Services (ASF-CX-G-REBPB-CE)
Page 1 of 1 Service Description: Advanced Services- Fixed Price: Cisco UCCE Branch Advise and Implement Services (ASF-CX-G-REBPB-CE) This document describes Advanced Services Fixed Price: Cisco UCCE Branch
More informationCriteria for SQF Training Courses
Criteria for SQF Training Courses Licensed Course Criteria and Guidelines 9th Edition M A R C H 2 0 1 8 2018 Food Marketing Institute SQF Institute 2345 Crystal Drive, Suite 800 Arlington, VA 22202 USA
More informationHow to choose a website design firm
How to choose a website design firm 22 questions to ask before engaging in an important partnership Website development projects can be fraught with risk. Organizations often wonder: How can we be sure
More informationServices Summary. Deliverables. Location of Services. Services Assumptions & Exclusions. General Project Management
Page 1 of 1 SERVICE DESCRIPTION: CISCO DNA CENTER ADVISE AND IMPLEMENT QUICK START ASF-EN1-G-DNAC-QS Services Summary Digital Network Architecture (DNA) Center Advise and Implement Quick Start assists
More informationThe Privileged Appliance and Modules (TPAM) 1.0. Diagnostics and Troubleshooting Guide
The Privileged Appliance and Modules (TPAM) 1.0 Guide Copyright 2017 One Identity LLC. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in
More informationVMWARE MICRO-SEGMENTATION AND SECURITY DEPLOY SERVICE
DATASHEET VMWARE MICRO-SEGMENTATION AND SECURITY DEPLOY SERVICE AT A GLANCE VMware NSX for vsphere expands the power of virtualization and automation to the data center network, which is fully provisioned
More informationSTATEMENT OF WORK FOR. County of Los Angeles Chief Executive Office
STATEMENT OF WORK FOR County of Los Angeles Chief Executive Office 1. Introduction This Statement of Work ( SOW ) is made between a McAfee Certified Partner ( McAfee Partner ) and County of Los Angeles,
More informationSALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT
Certification Exam Guide SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT Summer 18 2018 Salesforce.com, inc. All rights reserved. S ALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT CONTENTS About the Salesforce
More informationConRes IaaS Management Services for Microsoft Azure
ConRes IaaS Management Services for Microsoft Azure Table of Contents 1. 2. 3. 4. 5. 6. 7. Introduction... 3 Pre-requisites... 3 Onboarding Infrastructure to ConRes IaaS Management Services for Azure...
More informationManaged WAN SLA. Contents
Managed WAN SLA Contents Terminology... 2 Service Description... 2 General... 2 Levels and Offerings... 2 Private Network Services... 2 Features... 2 Internet Access... 3 Features... 3 Service Level Metrics...
More informationManaged WAN SLA. Contents
Managed WAN SLA Contents Terminology... 2 Service Description... 2 Service Offerings... 2 Private Network Services... 2 Ethernet Connectivity... 2 T-1 Connectivity... 3 Other Connectivity... 3 Internet
More informationPTS Customer Protection Agreement
PTS Customer Protection Agreement Revised: July 26, 2017 Thank you for choosing as your IT provider. Customer s Network environments with the most success have an in-house Network Administrator or someone
More informationRightNow Technologies Best Practices Implementation Guide. RightNow Technologies, Inc.
RightNow Technologies Best Practices Implementation Guide RightNow Technologies, Inc. www.rightnow.com http://rightnow.custhelp.com Welcome Welcome to the RightNow Technologies Best Practice Implementation
More informationChapter 4 EDGE Approval Protocol for Auditors Version 3.0 June 2017
Chapter 4 EDGE Approval Protocol for Auditors Version 3.0 June 2017 Copyright 2017 International Finance Corporation. All rights reserved. The material in this publication is copyrighted by International
More informationService Manager. Ops Console On-Premise User Guide
Service Manager powered by HEAT Ops Console On-Premise User Guide 2017.2.1 Copyright Notice This document contains the confidential information and/or proprietary property of Ivanti, Inc. and its affiliates
More informationCERANET SERVICE LEVEL AGREEMENT
Page 1 of 5 CERANET SERVICE LEVEL AGREEMENT This CeraNet Service Level Agreement ("SLA") applies to all dedicated servers and Co-location services. The Client agrees that CeraNet internal measurements
More informationCustomer Support Procedures Sage X3 North America
Customer Support Procedures Sage X3 North America Updated: February 14, 2016 Group plc or its licensors. All other trademarks are the property of their respective owners. Page 1 Table of Contents CONTACTING
More informationSalesforce Certified Marketing Cloud Consultant Study Guide
Salesforce Certified Marketing Cloud Consultant Study Guide Spring 16 BETA STUDY GUIDE 0 Contents SECTION 1. PURPOSE OF THIS STUDY GUIDE... 2 SECTION 2. ABOUT THE SALESFORCE CERTIFIED MARKETING CLOUD CONSULTANT
More informationQumu Support and Maintenance Service Agreement
Qumu and Maintenance Service I. Scope: A. Services: Qumu, Inc. ( QUMU ) will provide technical assistance, software maintenance and support services (collectively Services as described in section II below)
More informationHP 3PAR Storage System Installation and Startup Service
HP 3PAR Storage System Installation and Startup Service HP Care Pack Services Technical data For smooth startup, the HP 3PAR Storage System Installation and Startup Service provides deployment of your
More informationCOMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT SOFTWARE-DEFINED WIDE AREA NETWORKING (SD-WAN)
ATTACHMENT IDENTIFIER: SD-WAN, Ver. 1.0 COMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT SOFTWARE-DEFINED WIDE AREA NETWORKING (SD-WAN) The following additional terms and conditions are applicable
More informationCitrix NetScaler 10.5 Essentials and Networking (CNS-205)
Citrix NetScaler 10.5 Essentials and Networking (CNS-205) COURSE OVERVIEW: The objective of the Citrix NetScaler 10.5 Essentials and Networking course is to provide the foundational concepts and advanced
More informationService Description of Advanced Services: Focused Technical Support and Network Optimization Support
Back to Table of Contents Service Description of Advanced Services: Focused Technical Support and Network Optimization Support This document describes Focused Technical Support (FTS) and Network Optimization
More informationHPE ConvergedSystem 700 for Hyper-V Deployment Accelerator Service
Data sheet HPE ConvergedSystem 700 for Hyper-V Deployment Accelerator Service HPE Technology Consulting HPE ConvergedSystem 700 for Hyper-V is a solution that allows you to acquire and deploy a virtualization
More informationService Description: Advanced Services Fixed Price. CloudCenter Advise and Implement Medium (ASF-DCV1-G-CC-ME)
Page 1 of 6 Service Description: Advanced Services Fixed Price CloudCenter Advise and Implement Medium (ASF-DCV1-G-CC-ME) This document describes Advanced Services Fixed Price: CloudCenter Advise and Implement
More informationManaged Security Services - Endpoint Managed Security on Cloud
Services Description Managed Security Services - Endpoint Managed Security on Cloud The services described herein are governed by the terms and conditions of the agreement specified in the Order Document
More informationSALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT
Certification Exam Guide SALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT Winter 18 2017 Salesforce.com, inc. All rights reserved. S ALESFORCE CERTIFIED SERVICE CLOUD CONSULTANT CONTENTS About the Salesforce
More informationCisco QuickStart Implementation Service for Tetration Analytics Medium
Page 1 of 9 Service Description: Advanced Services Fixed Price Cisco QuickStart Implementation Service for Tetration Analytics Medium (ASF-DCV1-TA-QS-M) This document describes Advanced Services Fixed
More informationTechDirect User's Guide for ProDeploy Client Suite
TechDirect User's Guide for ProDeploy Client Suite Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates
More informationMANAGED WAN SERVICE GENERAL Service Definition Standard Service Features. Monitor and Notify Service Level Monitoring Notification
MANAGED WAN SERVICE 1. GENERAL 1.1 Service Definition 1.2 Standard Service Features 1.3 Optional Service Features 1.4 Customer Responsibilities 2. SUPPLEMENTAL TERMS 3. SERVICE LEVEL AGREEMENT 4. FINANCIAL
More informationFAQ. Please see the following SKU table.
FAQ What is the practicum? The Citrix practicum provides partners the opportunity to demonstrate knowledge in one of the solution competency areas by simulating a Citrix engagement. Participants will be
More informationIntel Small Business Extended Access. Deployment Guide
Intel Small Business Extended Access Deployment Legal Notices and Disclaimers Disclaimers INTEL CORPORATION MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE
More informationPrivileged Identity App Launcher and Session Recording
Privileged Identity App Launcher and Session Recording 2018 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are
More informationAuthentication Services ActiveRoles Integration Pack 2.1.x. Administration Guide
Authentication Services ActiveRoles Integration Pack 2.1.x Administration Guide Copyright 2017 One Identity LLC. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright.
More informationDell EMC Ready Architectures for VDI
Dell EMC Ready Architectures for VDI Designs for Citrix XenDesktop and XenApp for Dell EMC XC Family September 2018 H17388 Deployment Guide Abstract This deployment guide provides instructions for deploying
More informationComodo ONE Software Version 3.2
rat Comodo ONE Software Version 3.2 Remote Monitoring and Management Quick Start Guide Guide Version 6.1.082316 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013 Comodo ONE - Remote Monitoring
More informationNational Pooling Administration Contract #FCC13C nd Revised Change Order Proposal #3B
National Pooling Administration Contract #FCC13C0007 2 nd Revised Change Order Proposal #3B (Development and Support of the PAS NPAC API) March 8, 2017 Neustar, Inc. 21575 Ridgetop Circle Sterling VA,
More informationSolution Pack. Managed Services Virtual Private Cloud Security Features Selections and Prerequisites
Solution Pack Managed Services Virtual Private Cloud Security Features Selections and Prerequisites Subject Governing Agreement DXC Services Requirements Agreement between DXC and Customer including DXC
More informationgistec Service Delivery Program (SDP)
gistec Service Delivery Program (SDP) Specifications & Terms and Conditions V4.0 Dated 18 March 2018 gistec Service Delivery Program (SDP) provides a flexible and cost-effective vehicle to engage gistec
More informationCitrix NetScaler 10.5 Essentials for ACE Migration (CNS-208)
Citrix NetScaler 10.5 Essentials for ACE Migration (CNS-208) COURSE OVERVIEW: The objective of the Citrix NetScaler 10.5 Essentials for ACE Migration course is to provide the foundational concepts and
More informationSymantec ServiceDesk 7.1 SP1 Implementation Guide
Symantec ServiceDesk 7.1 SP1 Implementation Guide Symantec ServiceDesk 7.1 SP1 Implementation Guide The software described in this book is furnished under a license agreement and may be used only in accordance
More informationHPE Basic Implementation Service for Hadoop
Data sheet HPE Basic Implementation Service for Hadoop HPE Technology Consulting The HPE Basic Implementation Service for Hadoop configures the hardware, and implements and configures the software platform,
More informationTrend Micro Global Technical Support Guide for Business Customers
Trend Micro Global Technical Support Guide for Business Customers * Includes global regions except Japan, Greater China, Taiwan, Hong Kong and Korea Page 1 Contents Scope... 3 Common Trend Micro Support
More informationOne Identity Starling Two-Factor Desktop Login 1.0. Administration Guide
One Identity Starling Two-Factor Desktop Login 1.0 Administration Guide Copyright 2018 One Identity LLC. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software
More informationOracle Mission Critical Support Platform. General. Installation. Troubleshooting. Inventory and Discovery. Frequently Asked Questions Release 2.
Oracle Mission Critical Support Platform Frequently Asked Questions Release 2.3 E23199-01 May 2011 General What is Oracle Mission Critical Support Platform? Is Oracle Mission Critical Support Platform
More informationGradLeaders Service Request Process (for schools using GradLeaders Career Center)
GradLeaders Service Request Process (for schools using GradLeaders Career Center) Updated December 2017 1 Table of Contents Welcome! This document will help guide you through the GradLeaders Service Request
More informationKenna Platform Security. A technical overview of the comprehensive security measures Kenna uses to protect your data
Kenna Platform Security A technical overview of the comprehensive security measures Kenna uses to protect your data V3.0, MAY 2017 Multiple Layers of Protection Overview Password Salted-Hash Thank you
More informationTheme Plus Site Statement of Work (SOW)
Theme Plus Site Statement of Work (SOW) A Theme Plus Site package is a custom design solution with the goal of re-using the design in Finalsite s Theme Library allowing other Theme Clients to select from.
More informationInsight s Remote Technical Assistance Center: A User s Guide to RTAC
Insight s Remote Technical Assistance Center: A User s Guide to RTAC Table of Contents 1. Remote Technical Assistance Center (RTAC) quick reference guide... 1 1.1 Opening a case with the RTAC 1.2 Online
More informationDell EMC Ready System for VDI on VxRail
Dell EMC Ready System for VDI on VxRail Citrix XenDesktop for Dell EMC VxRail Hyperconverged Appliance April 2018 H16968.1 Deployment Guide Abstract This deployment guide provides instructions for deploying
More informationVeritas System Recovery 18 Management Solution Administrator's Guide
Veritas System Recovery 18 Management Solution Administrator's Guide Documentation version: 18 Legal Notice Copyright 2018 Veritas Technologies LLC. All rights reserved. Veritas and the Veritas Logo are
More informationCisco ServiceGrid Deployment Service Ecosystem Manager Managed B2B Connection (ASF-SGA-EM-MNC)
Page 1 of 1 Service Description: Advanced Services Fixed Price Cisco ServiceGrid Deployment Service Ecosystem Manager Managed B2B Connection (ASF-SGA-EM-MNC) This document describes Advanced Services Fixed
More informationBID NOTICE PATTONVILLE FIRE PROTECTION DISTRICT. Matt LaVanchy Assistant Chief
BID NOTICE The Pattonville Fire Protection District is accepting sealed bids per specifications for their Server Migration for the Pattonville Fire Protection District. Specifications may be obtained at
More informationDell EMC Ready System for VDI on XC Series
Dell EMC Ready System for VDI on XC Series Citrix XenDesktop for Dell EMC XC Series Hyperconverged Appliance March 2018 H16969 Deployment Guide Abstract This deployment guide provides instructions for
More informationHP StorageWorks MSA/P2000 Family Disk Array Installation and Startup Service
HP StorageWorks MSA/P2000 Family Disk Array Installation and Startup Service HP Services Technical data The HP StorageWorks MSA/P2000 Family Disk Array Installation and Startup Service provides the necessary
More informationINFORMATION ASSET MANAGEMENT POLICY
INFORMATION ASSET MANAGEMENT POLICY Approved by Board of Directors Date: To be reviewed by Board of Directors March 2021 CONTENT PAGE 1. Introduction 3 2. Policy Statement 3 3. Purpose 4 4. Scope 4 5 Objectives
More informationWebsite Design and Development Terms of Reference
Website Design and Development Terms of Reference BACKGROUND Investment Fiji is developing a new website to be able to better communicate information and provide a one-stop shop for investors. The layout
More information