Service Level Brief for Imprivata Mobile Access Management Foundational Implementation (40 devices)

Service Level Brief for Imprivata Mobile Access Management Foundational Implementation (40 devices)

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 (MAM).

The following services will be provided in order to deploy up to 40 mobile devices as part of the Imprivata Mobile Access Management solution. The number of docking stations and departments in scope of these services will be the minimum needed to achieve the 40 device maximum device roll out.

Remote Project Management and Project Readiness Support Services

  • 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, the Imprivata Project Manager and the Imprivata Lead Implementation Engineer(s) 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 a technical call with the Customer and the Imprivata Lead Implementation Engineer(s) 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 status reports and budget tracking during the active periods of the project
  • Serving as Customer’s primary escalation point for all technical and business-related issues pertaining to Imprivata
  • Work with the customer to complete the customer environment document (CED) - this effort is related to MAM-A install
  • Creation of a Data Definition Guide (DDG) and an Identity Management Configuration Document for proper field mapping - this effort is related to MAM-A install
  • Authentication Testing - this effort task is related to MAM-A install

Prior to the start of the project, the Customer will designate a Project Manager who will be the primary point of contact for communications relative to the project and will have the authority to act on behalf of the Customer in all matters regarding the project, including:

  • Managing the Customer’s personnel and responsibilities for the project
  • Serving as the interface between departments participating in the project
  • Participating in project meetings
  • Helping resolve project issues and escalating issues within the Customer’s organization as necessary

Remote Configuration of Core Mobile Access Management solution

  • Provide access and configure the Launchpad software
  • Download the Mobile Access Management supervision identity and import into the Customer’s MDM platform
  • Establish MDM API connection to the Customer’s MDM via the Mobile Access Management console and test connection
  • Configure “gold” master device and implement required device settings
  • Configure prerequisite workflow(s) including iPhone Provisioning and Emergency PIN (backdoor entry)
  • Test deployment to devices
  • Verify Hub LED lights functionality
  • Assign and configure the Mobile Access Management Locker application
  • Add the Customer to application distribution through Apple Business Manager
  • The Customer MDM Administrator will add the Mobile Access Management Locker application to the Customer MDM, using Apple Business Manager and add the application bundle ID and icon
  • Enable notifications via MDM profile
  • Assign the Mobile Access Management Locker application to appropriate phones

Remote Configuration of Check Out and Check In workflow

  • Create, manually deploy and validate prep, Checkout and Check-in workflows
  • Create automation rules for checkout and Check in workflows
  • Create Users in the hosted, Mobile Access Management user directory for testing (not for production use)
  • Integrate Imprivata Enterprise Access Management Identity Service
  • Integrate and test proximity badge reader with hosted, Mobile Access Management user directory
  • Configure key environment settings including: Overdue, Check Out Limits, Manual Username & Password, Clear Passcode, Monitoring, Automated Recovery
  • Create and set launchpad and device attributes to support key environment settings identified above
  • End to end Test and validate end user workflow

Remote Configuration of Mobile Access Management Autofill functionality

  • Create and validate up to four (4) Imprivata Enterprise Access Management Mobile iOS XML profiles
  • Assist the customer’s Imprivata Enterprise Access Management Administrator with uploading the Mobile iOS profiles to their Enterprise Access Management environment
  • Test and validate the Enterprise Password AutoFill components integrated

Remote assistance with End User Testing

  • Imprivata resources will work with the Customer’s end user group to test the Imprivata solution and validate workflows.
  • Issues discovered during testing can be quickly resolved by the Implementation Engineer(s) and/or workflows and policies adjusted as needed to improve the end-user experience.
  • End user testing is a critical step in go-live preparation. Imprivata strongly advises against accelerating or forgoing End User Testing in order to reduce the duration of the Imprivata implementation.

Onsite Configuration of Imprivata Mobile Access Management Docking Stations

  • Pre-deployment configuration, testing and remediation of Mobile Access Management docking stations to verify functionality
  • Review of the Customer’s installation of Mobile Access Management docking stations in designated end user work areas and verification of specific workflow package provisioning. Imprivata will make any necessary changes or recommendations based on review.
  • Replacement of any non-functioning docking stations that were purchased from Imprivata

Onsite Education Services

The Imprivata Implementation Engineer(s) / Deployment Specialist(s) will provide basic product training and education for the number of departments or Mobile Access Management docking station locations in scope. The Imprivata Project Manager and Customer Project Manager will determine the schedule and location(s) for application of resources to meet this deliverable, as part of the ongoing project planning process. The total number of departments or Mobile Access Management docking station locations in scope for this deliverable are identified in the Work Breakdown section of this document.

The specific Customer responsibilities for this deliverable are:

  • Assist Imprivata Project Manager in creating a list of end users who are within scope for this deliverable
  • Assist Imprivata Project Manager in creating training schedule
  • Designate training locations
  • Ensure training locations have Mobile Access Management docking stations configured and are sufficient for user training. This includes any furniture, any other non-Imprivata required equipment (ex. power strips, extension cords, etc.) and maintain full responsibility for all related transportation, setup and break-down of equipment at said locations if required.
  • Direct staff through the training process during scheduled training activities
    • Imprivata will not be responsible for any Customer staff who fail to attend training for any reason not within the control of the Imprivata project team, including but not limited to: absenteeism, vacation, operational necessity, logistical challenges, network failures, communication failures, or lack of compliance. Any targeted enduser not trained will be considered out of scope for this deliverable.
    • For Customer end users that fall out of scope for this deliverable, the Imprivata Project Manager and Customer Project Manager may review opportunities to acquire resources to continue this service.
  • Training will be delivered to resources responsible for taking help desk calls related to Enterprise Access Management from Imprivata Implementation Engineer(s). Sessions may be conducted in several shifts to ensure that all participants are properly trained.
  • Power Users will receive training from Imprivata Implementation Engineer(s) on the troubleshooting and triage of issues related to Enterprise Access Management. The focus of this training is on resources responsible for providing spot assistance to end-users and ongoing training of new users. Sessions may be conducted in several shifts to ensure that all participants are properly trained.

Onsite Go-Live Services

  • Localized spot training for end users
  • Front-line technical support of Mobile Access Management stations and software
  • Escalation support
  • Deployment updates from locations in scope to Project Management
  • Collection of end user feedback to drive process improvement in subsequent rollouts

Onsite Clinical Go-Live Services

  • Front-line clinician-to-clinician support
  • Identification of clinical issues with escalation as appropriate
  • Collection of end user feedback to drive process improvement in subsequent rollouts

Remote Configuration of Mobile Access Management Analytics

  • Imprivata will set up and configure the MAM Analytics interface for the customer, including setting up two initial dashboards with standard reports
  • Imprivata will set up users for an initial set of MAM Analytics users that is provided by the customer, with instructions on how the customer can set up additional users in the future
  • Imprivata will provide up to 3 (1hour) training sessions on the configured dashboards and reports

Customer responsibilities for Mobile Access Management implementation

  • Storage of computer, docking stations and iPhones in secure, dedicated supply location(s)
  • Transportation of the computer, docking stations and iPhones between sites
  • Ensuring that Imprivata resources have access to location(s) in scope for this deliverable during the time(s) scheduled
  • Configuration of identified computer and Mobile Access Management station to be utilized for iPhone Provisioning.
  • Ensure the Customer MDM Administrator and, if assigned, Mobile Access Management Administrator are available during the scheduled deployment dates
  • Ensure validation and completion of the iPhone Provisioning workflow prior to this work
  • Ensure iPhones are ready and available for this work
  • Purchase, procure and supply, to Imprivata resources, any additional equipment required to complete Mobile Access Management docking station installation due to the placement, location or configuration of the Mobile Access Management docking stations (ex. Ethernet cables for the laptop)
  • Ensure adequate space, power for the Mobile Access Management docking stations in each designated location, per the environmental specifications provided by Imprivata’s Project Manager

Any Mobile Access Management docking stations that cannot be installed, configured and tested during the defined scheduled install period due to limitations in Customer scheduling, endpoint access or availability, and/or onsite availability of Mobile Access Management docking stations will be considered out of scope for this deliverable. For said Mobile Access Management docking stations, the Imprivata Project Manager and Customer Project Manager may review opportunities to reschedule this work.

This activity is independent and separate from using Mobile Access Management to provision iOS devices. It does not include kitting of iOS devices such as unboxing or installing cases.

Project Conditions

  • Services are performed on a “time and materials” basis. This SLB is limited to the following remote hours, and onsite days, of implementation time and is a “not to exceed” amount without a Customer approved change request. Should any items require additional time to complete, the Customer may utilize the Project Change Request process (“PCR”) to purchase additional time.
    • 110 remote hours - inclusive of Project Manager hours and Implementation Engineer hours
    • 4 onsite Technical days
    • 2 onsite Clinical days
  • The Customer will designate a project manager (“Project Manager”) as the principal point of contact throughout the engagement. The Project Manager’s responsibilities include: scheduling and planning of the Customer’s IT resources, per the agreed to project schedule, who will engage with Imprivata’s technical team. Coordination of project meetings and requirements gathering sessions, problem and conflict resolution management, and point of contact for escalations.
  • The scope of this SLB assumes that the Customer’s environment complies with current Imprivata supported components at project commencement.
  • Prior to any test and validation efforts, the Customer is responsible for identifying and providing to the Imprivata Implementation Engineer testing scenarios which reflect end-user workflows in the Customer’s production environment.
  • Services are performed between the hours of 8:00 AM and 5:00 PM local Customer time, excluding weekends and normally observed holidays. Services provided outside these times will be agreed-upon in writing by both parties in advance and may be subject to additional fees.
  • Imprivata may elect to deliver some or all of the services through one of its certified partners. The certified partner will perform the services as a subcontractor to Imprivata.
  • Unless otherwise agreed in writing, any unused services will expire one year from the date of the Purchase Order, at which point Imprivata will be under no obligation to perform any additional services under this SLB. No credit/refund of unused service days will be provided.
  • Imprivata requires 14 days advance notice of the need to reschedule a remote session. Failure to provide the appropriate notice may result in cancellation fees which are: daily rate for consultant time or the usage of a purchased services day. The Customer agrees to reimburse Imprivata for these fees if the cancellation is less than the required minimum advance notice. If the Customer needs to reschedule, they must contact their Imprivata project manager as soon as possible to reduce the scope and possibility of the above fees.

Payment Terms

Services will be invoiced as per the terms of your Imprivata Quote.

Acknowledgement

Imprivata shall retain all copyrights, patent rights, and other intellectual property rights to use anything developed by Imprivata for the Customer under this SLB. Imprivata grants the Customer a non-exclusive, non-transferable, royalty-free license to use anything delivered to the Customer hereunder. Any agreement made verbally or via any other means outside of the contents of this SLB is not binding and Imprivata is under no obligation to provide those services.