Contents Introduction... 2 IT Services... 3 IT Service Dependencies... 5 Deployment Services... 6 Support and Consultancy Services... 7 Connection Suite Core... 9 Business Services... 17 Business Email... 19 File Transfer... 25 MapView... 27 Email Archive... 30 Crew Services... 31 Crew Email... 33 Crew Surf... 36 Security and Control Services... 37 Antivirus Distribution... 39 Network Control... 42 Quota Management... 44 Web4Sea... 46 Deployment Services... 49 Connection Suite Company Configuration... 51 Installation Services... 53 Dualog Industrial Computer with Connection Suite Pre-Installed... 56 Connection Suite Disaster Recovery... 60 Support and Consultancy Services... 61 General Communication and IT Consultancy... 63 Customer Specific Reports... 65 Training... 67 Dualog Contacts... 68 1
Introduction Dualog s Service Catalogue describes all the Connection Suite IT services currently delivered to customers. This Catalogue describes the services and their associated features and is related to two other documents that, together, fully define and describe delivered services. These are: Dualog s Service Level Agreement (SLA) Dualog s Current Price List Each service is identified by a service ID and a service name. Published on February 2018 2
IT Services Dualog s IT services are based on a client/server architecture where the client software Dualog Connection Suite Ship is installed on a computer at a remote site (e.g. onboard a ship) and the associated Dualog Connection Suite Cloud is managed and maintained by Dualog in a professional set of datacentres. Customers have access to the Connection Suite Cloud via the Internet (https://dualog.net) where configuration of the remote / ship software can be performed as per the illustration below: There are three categories of Dualog IT services: 1. Business Services 2. Crew Services 3. Security and Control Services 3
The core infrastructure, Connection Suite Core, is the standard foundation for all categories of services as illustrated below Service ID Connection Suite Service Name Category IT000 Connection Suite Core Core Infrastructure ITB01 Business Mail Business ITB02 File Transfer Business ITB03 MapView Business ITC01 Crew Mail Crew ITC03 Crew Surf Crew ITS01 AntiVirus Distribution Security and Control ITS02 Network Control Security and Control ITS03 Quota Management Security and Control ITS04 Web4Sea Security and Control 4
IT Service Dependencies All IT services require Connection Suite Core. Some services are dependent on others such as Quota Management which is dependent on Network Control in addition to Connection Suite Core as illustrated below. Dualog Crew Surf is a service that contains several other services as illustrated below. 5
Deployment Services Service ID DEP01 DEP02 DEP03 DEP04 Service Name Connection Suite Company / Fleet Configuration Installation Services Dualog Industrial Computer with Connection Suite Pre-Installed Connection Suite Disaster Recovery 6
Support and Consultancy Services Service ID SUP01 SUP02 SUP03 Service Name General Communication and IT Consultancy Customer Specific Reports Customer Training 7
IT Service ID: ITS000 Connection Suite Core 8
Connection Suite Core Brand Name Service ID: ITS000 Scope Connection Suite Core Connection Suite Core is Dualog s base system infrastructure for ship-shore data communication services offered to ships in local, regional and worldwide trade. 9
Description Connection Suite Core comprises the fundamental elements of software, servers, operation and support as illustrated below Dualog Connection Suite Cloud is a managed service handling customers shipshore data traffic. This potentially relieves the customer of major administrative / operational overheads. Additionally, it includes access to the Support team for both customers shore and ship-based staff. Connection Suite Core comprises two main components: The onboard client software (Connection Suite Ship) and the cloud-based servers (Connection Suite Cloud). dualog.net is Dualog s customer portal providing complete shore-based management via the Internet. All configuration of the ships Dualog software can be managed via this portal. Additional Connection Suite services are built on this foundation - see the illustration on the next page. Customers can implement one or more of these services if / when required. 10
Connection Suite Core basics Connection Suite IT Services on top of Connection Suite Core: Important Note: Business and /or crew oriented services may require one or more security and control oriented service. For example: If, on a ship, there are three separate networks (one for business use, one for crew use and one for the IP-based communication systems), Network Control is required. Normally, members of crew (when accessing the Internet) are not allowed to access the business network and might also be restricted to using specific communications systems - e.g. VSAT but never Inmarsat FleetBroadband. 11
Features On Board Computer Requirements Supported Communication Systems Additional Documentation Service Levels Full remote (shore-based) configuration of the ship software via Dualog s customer portal at dualog.net and: o On board User Access o Mobile Communication Protocol o Email filters o Least cost routing / Automatic Failover o Ships connections and message transfer statistics o Break point restart (after circuit drop during data transfer) o Automatic compression / decompression of all transferred data o Anti-virus and spam filtering of messages from shore to ship / ship to ship o Re-start pack (automatic backup of current configuration and IMAP mail store) o Company s choice of e-mail domain(s) o Airtime vendor independence o Support for most maritime communication systems o Complete overview and control of all traffic to and from the ships o 24/7 Operations Hardware requirements: o See Table 1-ITS000: Minimum Hardware Requirements Supported operation systems: o See Table 2-ITS000: Supported Operating Systems Supported Communication Systems: o See Table 3-ITS000: Supported Communication Systems Dualog White Papers and Technical Notes (available at www.dualog.com). Server up-time and support availability according to Dualog s SLA Customer portal access (https://dualog.net) The customer portal is the access-point to remote ship configuration, traffic-reporting etc. 12
Dashboard example on dualog.net: 13
Table 1-ITS000: Minimum Hardware Requirements Component Minimum Requirement Comment CPU Any Intel or AMD x86-64 2Ghz+ 2 cores+ Better processors are needed for Network Control proper performance RAM 4 GB 8Gb or more recommended. Free Disk Space 200 GB Installation: 50 GB minimum available. Data storage: enough for an estimated amount of e- mail, files, web cache, etc. Network ports At least one When Network Control is used, sufficient network ports for each network configured. Serial ports Optional Depends on the need for specific connectivity equipment Notes Regarding Hardware Requirements (minimum): IMPORTANT: Depending on other software running on the same computer (as Dualog Connection Suite) higher CPU, memory and disk capacity may be required. Please contact Dualog for guidance. Clients The Connection Suite user interface is available via a Web browser. Normally (unless specifically restricted) all computers and/or mobile devices in the ships Local Area Network can access the user interface. Mobile devices can access the authentication and webmail services. For authentication, we recommend the Dualog Crew Connection app (available in the app stores for Android and ios). Internet Browsers The user interface in Connection Suite is mainly a Flash-based webpage and can be accessed via any computer connected to the ships LAN. The following browsers are approved: Internet Explorer 10 (Windows 7) Internet Explorer 11 (Windows 8) Microsoft Edge (Windows 10) Safari 9+ (Mac OS X) Firefox 4+ (Windows XP, Linux) Firefox 30+ (Windows, Mac OS X, Linux) Google Chrome 52+ (Mac OS X, Windows, Linux) Adobe Flash player must be installed to be able to access the administration interface. If not installed on the client computer, installation can be found on the computer/server running the Connection Suite services. Trying to access the user interface will direct to a link containing this installation. Important note: For user log-in and usage of Internet, Quota Management, Business Email and Crew Email, Flash is not required (HTML5 is supported). Thus, tablets and mobiles may be used by crew members to access Connection Suite Services. 14
Table 2-ITS000: Supported Operating Systems Operating System Windows XP 32bit (SP2 or SP3) Microsoft has ended support for Windows XP Windows 7 (32-bit + 64 bit) Windows 8.0 (32 + 64 bit) Windows 8.1 (64 bit) Windows 10 (64 bit) Windows 2003 Server (32-bit + 64 bit) Windows 2008 Server (32-bit + 64 bit) Windows 2012 Server (64 bit) Windows 2012 Server R2 (64 bit) Windows 2016 Server (64 bit) Connection Suite supported (NOT NEW INSTALLATIONS) upgradable from version 2.26, not supported from 2.34 YES YES YES YES (NOT NEW INSTALLATIONS) upgradable from version 2.26, not supported from 2.34 YES YES YES YES 15
Table 3-ITS000: Supported Communication Systems Satellite Systems: o Any IP-based system (VSAT, FBB, etc.), either directly connected or via vendor box o Inmarsat C (Thrane & Thrane/Sailor and Furuno) o EMA BlueTraker o Inmarsat Fleet 33, 55, 77 o Inmarsat FleetBroadband 150, 250, 500 (all brands) o Iridium Circuit Switched (Iridium Classic ) o Iridium OpenPort / Iridium Pilot Terrestrial Mobile Systems: o GSM dialup o GSM GPRS / EDGE / 3G / 4G / UMTS / HSDPA o ICE (CMDA 2000) o WiMAX o WLAN o Any other IP-based system 16
Business Services IT Service Security and Control Services 17
IT Service ID: ITB01 Business Email 18
Business Email Brand Name Service ID: ITB01 Scope Description Features Business Email Provides a professional maritime business e-mail service regardless of the ship s communication equipment. Dualog Business Mail is a versatile, robust, and cost-control oriented email solution. The solution transfers emails regardless of communication system available on the ship. Dualog Business Mail allows companies to set individual size limit for each user and carrier, which gives a prioritised and controlled email flow. The ship software may be configured from the company office, and a web portal gives complete historical access to all communication sessions and data transferred. Management reports give an in-depth overview of the fleet status and helps companies make qualified decisions based on near real-time data. Standardised email addresses for all employees, automatic updated distribution lists and unlimited number of e-mail accounts per fleet provides great scalability. If communication is down, the captain can still read his e-mail history. o Mail server components to which third party e-mail clients (such as Outlook) connect via SMTP, POP3, IMAP4 and LDAP o Dedicated webmail (HTTP) o Supports any number of users / e-mail accounts per ship o Dualog Connection Suite maintains service to / from all on board e-mail user accounts via all communication carriers o Each ship s mail store is on board and therefore available irrespective of the external (communication equipment) connection status o Includes 10 GB message storage in Connection Suite Cloud, per ship (combined with File Transfer and Crew Email). *See notes. o Company s choice of e-mail domain(s) o Automatic compression / decompression of all transferred data o Anti-virus and spam filtering of messages from shore to ship / ship to ship o Least cost routing o Break point restart (in case of circuit drop / switch during data transfer) o Filtering mechanism in both directions for effective cost control o Ships connections and message transfer statistics available via Dualog s customer portal dualog.net 19
Optional (Chargeable) Features: o LDAP replication with Connection Suite Office Agent (see appendix 1) o Fax, Telex and SMS services (see appendix 3) o Ship Reports (see appendix 2) o Email Archive for storage above 10Gbytes per account Documentation Supported Communication Systems Computer Requirements Warranty Customer s Responsibility Charges Notes Manuals, Dualog White Papers, Technical Notes etc. See ITS000 See ITS000 Server up-time and support availability according to Dualog s SLA Provide all necessary information regarding available communication systems and company policy prior to installation. In case Email Archive is not selected, create and execute own mail archive policies and procedures per vessel. Current Price List If the Email Archive service is not selected, older emails are automatically deleted after reaching the 10Gbytes maximum limit, as needed to be within the limit. No prior notice is given. 20
Appendix 1 LDAP Address Book Replication using Connection Suite Office Agent (Optional) Name Scope Description Charges LDAP Address Book Replication using Connection Suite Office Agent Replicates address book entries from a company s shore-based address book to ships equipped with Dualog Connection Suite. The key benefit is a common, automatically updated corporate address book across the entire fleet. The Dualog Address Book Replicator exports addresses from the source using the Lightweight Directory Access Protocol (LDAP). Current Price List 21
Appendix 2 Ship Reports (Optional) Name Scope Description Features Charges Ship Reports Provides a ship-shore reporting service that is easy to use and manage. The Connection Suite Reporting Service provides customers a complete reporting service with creation of custom reports (shore), distribution, production (ships) and presentation (shore). Features: Creating a Custom Report Using Dualog.net, customers can create their own reports by defining the type of data that each report shall contain. Each report element (field) comprises a description and data type (e.g. date / time, text, numerical value etc.) and whether the field is mandatory. When the new report definition is saved, it will be automatically distributed to all ships. Reporting On the ship, authorised users select the named report, complete the details then save the completed report which is then automatically sent to the shore system. Accessing / Monitoring Completed Reports Reports received from ships can be viewed at dualog.net. Received reports can be filtered by ship(s), type(s) and period. For MapView users, reports are also available via MapView. Current Price List 22
Appendix 3 Fax, SMS, Telex (Optional) Name Scope Description Features Service Level Fax, SMS, Telex Gateway Services Provides e-mail message delivery via gateways to fax, telex and SMS. Additionally/optionally provides Web service access to shore server data (SOAP). A service using multiple messaging gateways enabling e-mail messages (from ships) to be routed via other (non-e-mail) messaging systems (e.g. fax). Note: Some gateways additionally provide shore-to-ship conversion. Features: Bidirectional fax Bidirectional telex Bidirectional SMS Server up-time and support services according to Dualog s SLA. Customer s Responsibility Charges Current Price List Illustration 3-ITB01: Fax, SMS, Telex Principle 23
IT Service ID: ITB02 File Transfer 24
File Transfer Brand Name Service ID: ITB02 Scope Description Features Additional Documentation Supported Communication Systems Service Level Customer s Responsibility Charges File Transfer Provides bidirectional automatic file transfer between ship and shore regardless of the ships communication equipment. Dualog File Transfer allows automatic file transfer between ship and shore regardless of the ship s communication equipment. Configuration can be done from shore. Each ship s configuration is centrally managed with changes distributed and implemented automatically. Full reporting of file delivery is available on shore using the Traffic Manager, and optionally using automatic e-mail notifications in case of delivery problems. End-to-end file transfer between folders on the ship and folders in the office can be achieved using the File Transfer office client. Shore to Ship: Uniquely identifying criteria of messages received on board from which attachments should be automatically placed in the configured target folder. Ship to Shore: Folder locations, file name specifications and destination email criteria of files that should be automatically attached to new messages for automatic addition to the outbound queue. Optional Feature (Chargeable): A shore version is available for the shore-side s automatic handling of files from and to vessels. Dualog White Papers and Technical Notes See ITS000 Server up-time and support availability according to Dualog s SLA Provide all necessary / required information about available communication systems, file transfer requirements and company policy prior to installation Current Price List 25
IT Service ID: ITB03 MapView 26
MapView Brand Name Service ID: ITB03 Scope Description Features Service Level Customer s Responsibility Charges MapView Provides a geographical overview (via Google Maps) of a fleet through automatic position reporting and plotting included position speed and heading per vessel. Dualog MapView provides a geographical overview of ships locations. With this tool companies will know where their ships are at all times. MapView is available via Dualog's customer portal (dualog.net) and displays the vessels in Google Maps. Positions are updated every time the ships connect, and include position, heading and speed. When a user selects a ship on the map the systems shows: Last reported position, speed and heading Recent data connection information Messages pending delivery to the ship Crew users registered on board Full screen map for use in company s reception etc. The MapView system provides direct (ship-specific) links to: Remote Config (shore copy / control of the ship s configuration settings) Connections (historical data regarding communication sessions) Messages (historical data regarding messages to and from the ship) Each ship (on the map) is represented by a coloured (course-related) symbol: Green: Position data reported within the last 12 hours Amber: No position data (or no data connection) within the last 12 hours Red: No position data (or no data connection) within the last 24 hours Position data is available for external applications through a Web-API. Support availability according to Dualog s SLA An NMEA (GPS) feed must be provided so that Connection Suite Ship can collect and transmit the position data to shore. Alternatively, position data can be automatically downloaded from supported satellite communication systems - e.g. Inmarsat FleetBroadband, Inmarsat C and BlueTraker. Current Price List 27
Illustration 1-ITB03: Dualog MapView Example 28
IT Service ID: ITB04 Email Archive 29
Email Archive Brand Name Service ID: ITB04 Scope Description Service Level Email Archive Provides a complete e-mail archive for emails sent from shore to ship and from ship to shore. E-Mail Archive stores business ship-shore and shore-ship messages on a central secured storage system at Dualog s Central Storage. Charges are applied automatically after the storage limits on the Email services are reached. If the service is not selected, older messages are deleted automatically to keep each vessel within the 10Gbytes limit. See Dualog s SLA Customer s Responsibility Charges Current Price List 30
Crew Services IT Service Crew Services 31
IT Service ID: ITC01 Crew Email 32
Crew Email Brand Name Service ID: ITC01 Scope Description Crew Email Provides roaming private e-mail accounts for individual crew members regardless of the ship s communication equipment and regardless of whether the crew are currently on a ship. Dualog Crew Mail is an email system tailored for maritime use. This service provides private email accounts for individual crew members regardless of the communication equipment onboard. Crew details are updated and distributed automatically from the Crew Management System to all vessels this is a zero-administration solution. To save data, email is only sent to the ship if the crew member is registered on board. Whenever a crew member is on leave (at home or elsewhere) or finds Internet access in a port, his / her private e-mail is globally accessible at Dualog's Customer Portal. This is a key feature that enables the crew accounts to roam between ships without requiring the messages to be downloaded to all the ships in the fleet. The e-mail account follows the crew member wherever he / she is and represents a convenient single point of contact for family, friends and his / her employer. Dualog CrewMail takes advantage of all communication features in Connection Suite to provide maximum access while minimising cost. Features Private, zero-administration crew e-mail Includes Web (HTTP) e-mail client enabling (if permitted) access from any networked computer on board Crew can create own message folders Crew keeps the same e-mail address regardless of ship assignment. Whenever a crew member moves to a different vessel in the fleet, or leaves for temporary stays at home or elsewhere, the e-mail account follows him / her automatically. The global Dualog Address Book allows each user to store and access his / her contacts details from anywhere Shore-based user administration (if required). Modifications are replicated automatically to ships. Communication and compression features within Dualog Connection Suite minimise communication cost Cost control and size control (filters etc) Users can be exported from the company s Crew Management System and automatically imported to Connection Suite (see FileSpec-ITC01) Service Level Server up-time and support availability according to Dualog s SLA 33
Customer s Responsibility Charges Register crew members using dualog.net or send crew member data using Dualog s crew user file format (see file format specification below). On request, Dualog may register crew users and charge according to the price list. Current Price List Illustration 1-ITC01: Dualog CrewMail Principle How to register users / crew? There are 3 methods: 1. Automatic sending transaction file (see format below) to Dualog this is a free service 2. Company personnel may manually register crew / users via Dualog.net which is free. 3. Company requests Dualog Support to manually register crew (chargeable). 34
IT Service ID: ITC03 Crew Surf 35
Crew Surf Brand Name Service ID: ITC03 Scope Description Crew Surf Offer seafarers access to the Internet easy and with full control. Dualog Crew Surf provides crew members with optimised internet access. Crew can monitor their own data usage and buy more Internet time on a self-serve basis. Management will have absolute control over individual users, data volume and types of Web sites accessible. Crew access the Internet within a controlled environment where the company determines / manages: User logon requirement Allowed communication systems Allowed / blocked Internet Services / Web Sites / Web Content Automatic compression of transferred data Automatic image quality reduction On board caching ( re-use ) of downloaded data Features Independent of airtime vendor Support for all IP-based communication systems Data volume (quota) per month (MB) allocated to each crew member by shore Administrator, Captain or as a self-service Crew member monitors data usage and can top up quota as a self-service Usage available on dualog.net per user Near-zero administration overhead for the company Dedicated Crew Connection free app to allow easy authentication and quota control for each individual user (available on both Android and ios) Requires Service Level Limitations Charges Core, Web4Sea, Quota Manager, Network Control, optional free Crew Connection app (Android and ios) See Dualog s SLA Note: Crew Surf is restricted to pure crew use on ships where none Dualog Business Services are used. It is also limited to maximum 2 user groups and 2 on-board networks. Example: Separate user groups may be created for officers and ratings. One network may be used for login for both user groups and the other network may be used to connect the ship s communication equipment, e.g. VSAT and FBB. Current Price List 36
Security and Control Services IT Service Security and Control Services 37
IT Service ID: ITS01 Antivirus Distribution 38
Antivirus Distribution Brand Name Service ID: ITS01 Scope Description Features Service Level Charges Antivirus Distribution Provides virus protection for on board computers via an automated service. Status reports regarding each computer s anti-virus updates are available at the customer portal dualog.net. Dualog AntiVirus Distribution provides virus protection for onboard computers. This service is powered by leading anti-virus solution provider ESET. Dualog AntiVirus Distribution protects ship systems from viruses, malicious code, spyware, Trojans, password stealers etc. No manual procedures are required after deployment. The system updates automatically and the status is automatically reported to the shore system. Full control of antivirus status per ship and computer on the web portal dualog.net. Keeps the ship safe from viruses, spyware, Trojans, password stealers and other threats Scans and cleans Internet traffic and email messages, even when SSL-encrypted 100% automated pattern distribution (transmission to ships and distribution to individual ship s computers) Updates distribution to ships does not require Internet access Anti-virus status for each ship and on board computer available at dualog.net No need for manual routines to perform updates Minimised cost (small update files, efficient transport protocol, updates only sent once per ship) Anti-virus solution with low resource usage Easy deployment Full control of antivirus status per ship and computer via dualog.net Less administration and support See Dualog s SLA Current Price List 39
Illustration 1-ITS01: Dualog AntiVirus Principle Dualog Antivirus Distribution 1. Receive AV updates 2. Distribute to ship via DataSync Pattern updates sent to ship Dualog DataSync 1. Receive AV update file 2. Update Mirror Dualog Antivirus Mirror Connection Suite Web Server Dualog Antivirus Ship Status 1. Available in dualog.net 2. Available in MapView Status sent to shore 1. Check Pattern version 2. Report to shore Shore Ship 40
IT Service ID: ITS02 Network Control 41
Network Control Brand Name Service ID: ITS02 Scope Description Network Control Provides control of on board IP-traffic including routing and firewall functionality. Provides automatic failover between multiple IP-based communication equipment, i.e. from VSAT to Inmarsat FleetBroadband. Dualog Network Control handles automatic failover and least cost routing between any IP-type carriers. This service provides shore-based, centralised administration via Dualog.net no configuration or maintenance is required on-board. Fleet-wide configuration from shore enables a single policy to control all ships. Create separate networks e.g. for business and personal traffic. On-board network separation prevents viruses spreading to business-critical computers. Optional configuration for multiple user groups enabling prioritisation. Block unwanted traffic to maximise bandwidth availability and control cost. Network Control is managed from the company office via dualog.net. The ship software is configured via a combination of fleet-wide and ship specific rules. The company Administrator manages rules to block, restrict or allow different IPbased services such as e-mail, Web browsing, instant messaging, VoIP, file downloads, FTP (etc.) per network, VLAN, computer, user group or individual user on the ship. Features Full control over all users, applications and computer IP activity Flexible policies for various communication systems Ensures that business critical communication gets priority Ensures maximised up-time of ship and operations Port Forwarding (remote control to a specific computer on the ship) DNS filter (stop/control DNS requests from vessel) Fleet-wide configuration from dualog.net Computer Requirements See Table 1-ITS000: Minimum Hardware Requirements Service Level Customer s Responsibility Charges Support availability according to Dualog s SLA Provide information regarding the onboard hardware and networks as requested by Dualog Current Price List 42
IT Service ID: ITS03 Quota Management 43
Quota Management Brand Name Service ID: ITS03 Scope Description Quota Management A management tool for allocating and tracking a periodical quota (IP volume) per user on a ship. Dualog Quota Management enables shipping companies to offer Internet to the crew within controlled frames. Allocate a certain amount of free surfing data each month, week or day to everyone or specified users on board, and then let the crew purchase more if they want. The system can also limit the time per day used online. The system tracks each seafarer s usage, and gives administration a complete overview from shore. This prevents the most eager seafarers from using up the entire bandwidth available on the ship. An onboard mechanism enables the Master to allocate quota in addition to the selfservice mechanism for users. If users are to pay for usage then necessary information is available for deductions from salary e.g. using the slop-chest method. See the illustration. Features Daily, weekly or monthly volume quota Independent of airtime vendors Self-service volume purchase for users Free quota options Usage reports available at dualog.net Optional daily time-quota Approval system avoids identity theft and use of other peoples quota Usage may be paid via the slop-chest system or via automated data transfer to salary systems. Dedicated Crew Connection free app to allow easy authentication and quota control for each individual user (available on both Android and ios) Web-API available for usage reporting Requires Service Level Charges Network Control (ITS02) Server up-time and support availability according to Dualog s SLA Current Price List 44
IT Service ID: ITS04 Web4Sea 45
Web4Sea Brand Name Service ID: ITS04 Scope Description Web4Sea Provides improved on-board user experience when accessing the Internet via http (unencrypted) and ensures business traffic priority. Dualog Web4Sea provides improved on-board user experience when accessing the Internet, utilises the ship s bandwidth and ensures business traffic priority. Dualog Web4Sea is probably the most powerful and effective tool on the market for solving Internet congestion problems at sea. Dualog Web4Sea is designed to optimise the use of available bandwidth and control costs related to Internet browsing. Through Category Filter, address blocking, traffic shaping, access control, and extensive use of caching, Dualog Web4Sea enables faster browsing and direct control over cost, content and usage. Automatic Web content compression with image size reduction options up to 90%. With Dualog Web4Sea you can access data regarding: Hits per domain, internet usage per user, internet usage per communication system etc. Fleet-wide configuration enables a single policy for all ships. Features Web page caching (preventing data being downloaded multiple times typically saving around 30 %) Text compression and Image compression / reduction (up to 90%) URL white listing / black listing MIME type blocking / filtering Removal (ads, video, bit-torrent, Flash etc.) Address blocking (e.g. advertisement removal etc.) Content type bandwidth allocation User priority and access rights Category filtering (see Web4Sea Appendix 1) Service Level Charges Server up-time and support availability according to Dualog s SLA Current Price List 46
Illustration ITS04-1: Web4Sea Example 47
Web4Sea Appendix 1 Category Content Filter Scope Description Provides Web content control / filtering based on categories (e.g. Business / Economy, Entertainment and Music, Pornography etc.) as crew members access the Internet. The filter categories are automatically updated on the Dualog Server via third party providers. Category filtering is performed on the shore side - blocking restricted content before it is transferred to the ship. Features Centrally administrated via dualog.net Fleet-wide configuration Requires Service Level Web4Sea Server up-time and support availability according to Dualog s SLA Customer s Responsibility Charges Current Price List 48
Deployment Services IT Service Deployment Services 49
Deployment Service ID: DEP01 Connection Suite Company Configuration 50
Connection Suite Company Configuration Service ID: DEP01 Scope Description Features Connection Suite Company / Fleet Configuration Facilitate a customer-specific and cost-effective use of Connection Suite IT services. Advice and assistance in implementing customer s required / preferred configuration prior to the installation of Connection Suite Services. Configure Connection Suite elements: Business e-mail usage (official e-mail accounts) Maximum permitted message sizes for communication equipment Communication equipment usage and Least Cost Routing Automatic file transfer On-board firewall User rights (access to e-mail, Web, social media etc) Crew IT welfare policy and configuration On-board network configuration Dualog provides a structured document describing the configuration. Dualog Support stores the document as a guide during deployment and support. Dualog produces a Fleet Configuration Guide. Terms Customer s Responsibility Charges Delivery terms to be agreed prior to the consultancy work Customer must provide necessary information on request from Dualog and provide a single (technical) point of contact. Current Price List 51
Deployment Service ID: DEP02 Installation Services 52
Installation Services Service ID: DEP02 Scope Description Installation Services Perform installation / services calls for Connection Suite. Installation must be performed by: Dualog Technician or A competent technician appointed or trained by Dualog or by the customer Installation can be performed via: Physical attendance on board ships Office installations Remote guidance via telephone Remote installation via the Internet and remote access software Installation Services may include: Site Survey Installation of Connection Suite On board support Note: Any new vessel installation requires server side configuration and activation; this is charged according to current price list - Activation Fee. After installation / service work Dualog provides: A service report describing the work performed and the results An updated network diagram (if applicable) Terms Customer s Responsibility Delivery terms to be agreed prior to the consultancy work For new vessel installations the customer will submit a Dualog Vessel Information Form to support@dualog.com at least one week prior to the planned installation date. Prior to a new vessel installation order the customers will submit the following information to support@dualog.com as soon as it is available but not later than 5 working days prior to the planned installation date: Location of installation Vessel s estimated arrival and departure date Agent details 53
Customer point-of-contact and contact details Scope of work Charges Current Price List Minimum 4-hour chargeable per job Chargeable time includes waiting time and travelling time 54
Deployment Service ID: DEP03 Dualog Industrial Computer with Connection Suite Pre-Installed 55
Dualog Industrial Computer with Connection Suite Pre-Installed Service ID: DEP03 Scope Standard Alternative PCs Delivered by Dualog Warranty Customer s Responsibility Charges Dualog Computer with Connection Suite Pre-Installed Provide a high-quality computer with Connection Suite pre-installed for faster deployment. Dell Optiplex 7040 SFF (see picture in illustration 1-DEP03): Intel Core i5-6500 processor 8 Gb RAM 2 x 256 DELL SSD disk Intel HD 530 graphic adapter DVD-RW drive USB US-Int. keyboard and mouse 1 x serial port 1 x Ethernet port (built-in) 2 x StarTech Dual Port GB NIC PCI-e (ST1000SPEXD4) (additional NIC) 6 x USB3.0 port 5 x USB2.0 port 1 x HDMI port 2 x DisplayPort Microsoft Windows 7 /10 Pro UK installed with all updates Roline DisplayPort to VGA Standard: 3 year next business day hardware service by Dell terms Respond to information request from Dualog prior to build / installation. Customer is responsible for the daily operation of the computer, including software updates of Windows and Connection Suite. Current Price List (Purchase or lease model) Illustration 1-DEP03: Dell Optiplex 7040 SFF Detailed info at http://www.dell.com/support/article/us/en/04/sln299552/optiplex-5040---7040--visualguide-to-your-computer?lang=en 56
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Connection Suite Service Catalogue Notes: 1) Items 8 and 9 (using expansion slots) are replaced by StarTech Dual Port GB NIC PCI-e (ST1000SPEXD4) 2) A DisplayPort to VGA adapter is provided. 58
Deployment Service ID: DEP04 Connection Suite Disaster Recovery 59
Connection Suite Disaster Recovery Service ID: DEP04 Scope Connection Suite Disaster Recovery Guidelines and preparations on how to get Connection Suite up and running in case of a computer crash. Description Guideline for recover the Connection Suite from a disaster Perform detailed preparations on board Terms Customer s Responsibility Charges Delivery terms to be agreed prior to the consultancy work. The customers will submit the following information to support@dualog.com as soon as it is available: On board network diagram Specification of available spare / alternative computer on board Other information specified by Dualog for the specific customer case. Current Price List. Chargeable per hour plus any travel cost. 60
Support and Consultancy Services IT Service Support and Consultancy Services 61
Support and Consultancy Service ID: SUP01 General Communication and IT Consultancy 62
General Communication and IT Consultancy Service ID: SUP01 Scope Description Features Terms Charges General Communication and IT Consultancy Provide analysis and advice regarding the customer s choice of ship-shore data communication equipment and services. Advise the customer regarding optimum configuration for Connection Suite Services. As an independent maritime communication expert Dualog can advise regarding choice of communication equipment, methods and best practices, third party software integration etc. We can also perform analyses and offer advice based on a customer s requirements, configuration and traffic volumes. Support the customer in choosing: Satellite / mobile communication equipment Airtime plans / options Network configuration Crew welfare options Other related options Delivery terms to be agreed prior to the consultancy work Current Price List 63
Support and Consultancy Service ID: SUP02 Customer Specific Reports 64
Customer Specific Reports Service ID: SUP02 Scope Introduction Features Terms Customer s Responsibility Charges Customer Specific Reports Provide specific reports based on the customer s data residing in the hosted Connection Suite Servers. Copies of all messages, records of all communication sessions and ships configuration are stored in the Connection Suite Server database. Substantial information can be retrieved from the database for business or analysis purposes. Customers may also retrieve some information and create reports themselves. An alternative is to request Dualog for assistance to create customer specific reports. Create, or assist the customer in creating, report(s) based on customer s data that resides in the Connection Suite database. Delivery terms to be agreed prior to the consultancy work Provide the necessary detailed specification for the report(s) in a message sent to Dualog. Current Price List 65
Support and Consultancy Service ID: SUP03 Training 66
Training Service ID: SUP03 Scope Description Training for Shore Personnel / On Board Users Educate relevant personnel (end users) to optimise configuration and use of Connection Suite i.e. reduce communication costs, increase efficiency and improve crew / user satisfaction. Training may take place in Dualog s offices, the Customer s office or in a thirdparty location. A training course will normally be customised to meet the customer s specific requirements in terms of: End User Training Typical for Captains or shore personnel Installation and Configuration Training Typical for personnel performing installations and basic configuration of Connection Suite Expert Configuration Typical for personnel performing advanced network configuration of Connection Suite Network Control and Web4Sea Terms Charges Delivery terms to be agreed prior to the training session Current Price List 67
Dualog Contacts Dualog Global Support: Tel: +47 77 62 19 11 E-Mail: support@dualog.com Ordering / Requests: Tel: +47 77 62 19 00 (Norway) Tel: + 65 62 22 92 33 (Singapore) E-Mail: sales@dualog.com 68