Service Level Brief for Imprivata Mobile Access Management Analytics Foundations Implementation

This Service Level Brief (“SLB”) defines the professional services offerings (“Services”) that are available to Customer for the implementation and deployment of Imprivata Mobile Access Management (“formerly known as GroundControl”). The specific Services provided from the list of offerings will be determined and agreed to by Imprivata and the Customer at the start of the implementation project and will not exceed the number of hours, and onsite days, defined in the project conditions section. Should any Services require additional time to complete, the Customer may utilize Imprivata’s standard SOW process to purchase additional time.

The Services shall be subject to the terms and conditions set forth in that certain Purchase and License Agreement between the parties and constitute Imprivata’s entire obligation hereunder. Any capitalized terms used herein but not defined shall have the meaning given to them in the License Agreement.

Description of Available Service Offerings

Imprivata offers the following remote, and onsite, project management, implementation and deployment services as part of this SLB. The Customer may elect to use any of these services within the budget of hours defined in the project conditions section to assist with a project-based implementation of Imprivata Mobile Access Management Analytics (MAM-A).

The following services will be provided up to 40 hours as part of the Imprivata Mobile Access Management Analytics solution. These services include a net new implementation of Mobile Access Management Analytics (MAM-A) in an Imprivata SaaS environment. Imprivata will implement Mobile Access Management with HR being implemented as an identity source. Customer will deliver the identity source with the required fields and formatting required for implementation. Mobile Access Management data will be available in MAM Analytics from the date of implementation forward. All prerequisite tasks assigned to customer need to be delivered within 15 days of contract closure.

Remote Project Management and Project Readiness Support

Imprivata will provide a Technical Project Manager for this engagement that will be responsible for the following tasks:

Reviewing the Statement of Work and contractual responsibilities of both parties with the Customer’s Project Manager
Conducting a project kick-off meeting between the Customer Project team to ensure project readiness, review project roles, set expectations, and confirm logistics.
Providing a project plan to the Customer and updating the plan during the period of the engagement
Coordination of an Introductory call with the Customer and to review project tasks, schedules and resources and make changes and additions, as necessary.
Measurement and evaluation of progress with the Customer’s Project Manager
Preparation of Agendas, Meeting recaps and an overview status report via cadenced conference call meetings with Customer project team during the active periods of the engagement
Work with the customer to complete the customer environment document (CED)
Creation of a Data Definition Guide (DDG) and an Identity Management Configuration Document for proper field mapping
Authentication Testing

Remote Configuration and Validation Services

The Imprivata Professional Services team will perform the following tasks:

Validate IP Whitelist connectivity
Validate connectivity & network credentials between MAM-A and MAM replica server for data delivery
Configure AD or HR source defined in Project Summary
SSL Certification Creation
Configure MAM-A server and application monitoring
Deliver, configure, and test MAM data
Enable SAML SSO, if required
Configure application to set up an Archive and Purge job to follow the data retention policy, per customer requirement.

The Imprivata Professional Services team will perform three (3) rounds of testing on the Customer data and application, including but not limited to:

Data Load and Appends
- Ensure required fields and indexing are installed to enable customer use cases in reporting
- Ensure the appended data is accurate and consistent
Automation
- Confirm streamlined performance of application
- Ensure consistent file delivery and successful file parsing schedule
- Confirm successful notifications to Customer upon job failures
Final
- Review the previous rounds of testing to safeguard against and account for last-minute adjustments

The Imprivata Technical Project Manager will work with the Customer’s identified application owners and MAM-A end users to review data via an online session and will verify the extracted data from the source system has been loaded and mapped correctly within the MAM-A system.

The Imprivata Technical Project Manager will also confirm with end users that all necessary fields are available to support the required use cases/reports.
The Imprivata Technical Project Manager will receive a sign off from end users to start automating the file loading and initiate go-live preparation.

It is the Customer’s responsibility to perform any additional data verification.

Remote Authentication Testing

Provide Customer team with login information
Testing of end user authentication into the MAM-A application
Testing of end user authentication into the Customer Community Portal

Remote Project Completion and Optimization Services

Documentation of the Customer’s MAM-A project, including:
- Project notes and milestone updates
- Data validation documents
- Project sign-off documentation

Remote Dashboard training and Adoption Services

Week 1 (post deployment):
- Setup one (1) dashboard for MAM Analytics
- Post Deployment Meeting #1
  - Review MAM Analytics dashboard
  - Demonstrate ‘View’ hyperlink on reports
  - Explain Report Library functionality
  - Review reports in Report Library
  - Demonstrate functionality to execute a report, save a report result, and export the report result to Excel
  - Meeting summary provided
Week 2 (post deployment):
- Setup one (1) additional dashboard for MAM Analytics
- Post Deployment Meeting #2
  - Review dashboard
  - Demonstrate adding a report to a dashboard from My Reports view
  - Select additional reports for dashboards
  - Meeting summary provided
Week 3 (post deployment):
- Setup one (1) Proactive Alert
- Post Deployment Meeting #3
  - Review Dashboards for minor adjustments needed
  - Schedule a single proactive analytic
  - Review alert workflow
  - Make minor adjustments to alerting as needed
  - Discuss training opportunities
  - Meeting summary provided

Customer responsibilities for Mobile Access Management implementation

Customer responsibilities include:

(**All prerequisite tasks are required to be completed within 15 days of project initiation**)

Prerequisite tasks include:

Complete Customer Environment Document (CED)
Ensuring infrastructure information is received in a timely manner (CED)
Complete Data Retention Policy (DRP) document
Sample Datasource files as specified in Project Summary above
Customer shall establish Transport Layer Security (“TLS”) for all of the Customer domains with the domains of Imprivata

Other customer responsibilities include:

Identify the Customer’s resources, including IT/networking, data extraction, and MAM-A end users
Customer Project Manager manages the Customer’s personnel and responsibilities for the project
Customer Project Manager serving as the interface between departments participating in the project
Participating in project meetings
Help resolve project issues and escalating issues within the Customer’s organization, as necessary
Provide the Imprivata project team with required network information to facilitate connectivity
Ensure availability of technical resource(s) who are responsible for supplying authoritative user data using Imprivata documentation (where applicable)
Ensure assigned Customer resources have ability to connect to a network which can send identity data via a secure transfer method (SFTP or SCP) to the MAM-A virtual machine