NEPHAK GOOGLE APPS FOR BUSINESS & SUPPORT PROPOSAL. Executive Proposal

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1 NEPHAK GOOGLE APPS FOR BUSINESS & SUPPORT PROPOSAL Executive Proposal Submitted by: emomentum Interactive Systems Ltd Created On: December, 2012

2 Table of Content 1. Executive Summary Project Summary Assignment Delivery Approach Deployment Planning Kick-off meeting Implementation Change Management Communication Plan Service Level Agreement Financial Proposal... 22

3 1. Executive Summary emomentum is pleased to submit this proposal to Nephak for the deployment and support of Google apps for Business. Nephak is looking to deploy a solution that will revolutionize its business culture and increase productivity overall. Google Apps will enable them to communicate with each other and clients more efficiently and effectively and also provide personal and organizational back up their s and data on the cloud. This document proposes a solution based on the requirements of Nephak together with the approach, procedures, workforce and management required to run the solution. We hope that you find the information contained in this document useful and that it will aid you in your decision making. Any further details can be acquired from the contact persons mentioned in the Project Summary section within emomentum Information. We look forward to leverage our services to continue our mutually beneficial business relationship. Page 3 of 22

4 2. Project Summary Client Information Project Name Google Apps for Business deployment and Support Proposal Client Name Nephak Address Nairobi, Kenya Phone Number Sponsor s Name Contact Person Arnold Otieno Contact Person Contact Person Phone Number Contact Person Fax Number emomentum Interactive Systems Limited Information Contact Person Dennis Ngetich Contact Person Phone Number Contact Person Address P.O. Box Nairobi, Physical Address 7 th Floor, Purshottam Place, Westland Road, Westland s Page 4 of 22

5 Project Information Proposed Technology/Methodology Google Apps Anticipate Start Date NA Proposal Valid For 3 months Page 5 of 22

6 3. Assignment Delivery Approach 3.1. Deployment Planning Kick-off meeting 1. Scope definition. In order to build a stable and trustworthy foundation for organizational collaboration, it is imperative that the scope of this project be kept specific, small, and measurable. The initial implementation must be robust and successful. Any potential scope creep will be a distraction. 2. Resource allocation. In order to ensure that sufficient knowledge transfer is achieved during the life of the project, we require that Nephak, constitute a core team of users that will be responsible for knowledge transfer and change management within the wider organization. 3. Schedule. A great commitment must be placed by Nephak, on managing the schedule. We have suggested the adoption of a complete project governance structure to ensure spot on management of the project schedule. Page 6 of 22

7 3.2. Implementation We will deploy standard functionality of Google Apps for Businesses. The available functionality includes the following: The Google apps suite of products: Gmail Google Drive Calendar Google Sites Page 7 of 22

8 Messaging apps: Gmail and Google Calendar and Google Groups and sites for Business Gmail storage Interoperability with Microsoft Outlook and calendar Sync with Blackberry Enterprise Server Easy contacts management Mobile , calendar, IM access and Calendar reminders via SMS alerts security Gmail ads can be disabled Resource scheduling in Google Calendar Mailing list functionality and easy content sharing with groups 25 GB / account Collaboration apps: Google Drive, Sites, and Video for Business Google Drive storage Google Sites storage Google Video for Business offers private, secure video sharing and video conferencing facilities Google Apps Script 5 GB per user 10 GB plus 500 MB per user for shared storage Support and reliability 24/7 phone and support for critical issues 99.9% uptime guarantee SLA* Synchronous replication Self-service online support Increased security Page 8 of 22

9 SSL enforcement for secure HTTPS access Customizable spam filtering Customize password strength requirements routing and gateway support Customizable policies to filter containing sensitive information encryption using standard TLS protocols Migration and integration tools Manage multiple domains from one Google Apps account migration tools and API Directory sync with LDAP systems routing and gateway support User and group provisioning API Please note: There will be no customizations as part of this project deployment. Integration to third party products and solutions will not be addressed as part of the scope of this project. This project does not address the development of sites. There will be no implementation of externally facing sites in this project. This project will not address external data source connectivity with Google Apps. This project will not establish or augment corporate records management policies, workflows, or systems. It will not integrate Google Apps with external document management or archiving systems. Assumptions and Dependencies Page 9 of 22

10 1. All the resources technical and logical will be provided for the duration of the project. 2. Nephak will commit enough time and resources to ensure that the project kicks off and delivers on time, budget, and high quality deliverables. Set up & Configuration Activities Google Apps Deployment Acquire licenses Verify domain Synch active directory Configure dual delivery and Configure Mobile devices Migrate PST's from the server Conduct Administrator training Conduct User training Migrate MX records Commission Project Closure Review usage Sign off project Page 10 of 22

11 3.3. Change Management emomentum will provide a training schedule and plan will be provided, delivered to the champions who in turn will deliver to the wider organization. This training will enable Nephak users to do the following: i. Develop sites for different functional units to enhance communication and collaboration. ii. iii. iv. Sharing of calendars/events Enhance information sharing amongst all users. Promote uniformity of organization policies and procedures. v. Upload documents to their Google drive vi. vii. viii. ix. Access documents on their drive from anywhere and on any supporting device Edit documents uploaded onto Google drive Send and receive Prioritizing s x. Arrange their in folders xi. Communicate via: a. Gtalk Video chat Page 11 of 22

12 b. Google hangout c. Gtalk voice d. Gtalk text chat Page 12 of 22

13 4. Communication Plan A good communication plan is a key success factor in that it enhances project ownership and buy-in within the organization, co-operation, and timely achievement of project goals. It is also a change management tools that goes a long way in mitigating resistance to change. The table below illustrates the communication plan that we will adopt for the duration of project. No Content/Activity Audience Purpose Author(s) Frequency Mode of Communication 1 Project Deployment Weekly Reports Project Managers Update on progress of the project Highlight Issues that need resolving User Champions Project Managers Weekly Document distributed via hardcopy or electronically. 2 Project Management Meetings Project Managers Nephak & emomentum Project Manager Update on progress of the project Highlight Issues that need resolving Seek approval on changes to the project plan Project Manager emomentum Weekly Meeting 3 Project Deployment Charter Project Managers User Champions Project Directors Provide guidelines for ways of working within the project Provide the project plan and deliverables Project Manager emomentum N/A Document distributed via hardcopy or electronically. Page 13 of 22

14 5. Service Level Agreement Scope of maintenance agreement General emomentum will provide LICENSEE with certain updates to software, which are developed by Google at no additional charge to LICENSEE in conjunction with LICENSEE s agreement on buying maintenance services. emomentum will perform Maintenance Services and other support services as set out herein. Maintenance Services: The following services are included under Maintenance Services at no additional charge: i. Corrections or bug fixes for incidents of licensed module software nonconformance or other reports or documentation provided by emomentum described in writing to emomentum by LICENSEE. emomentum will use best efforts to resolve all items as described in the Support Services section of this Agreement. ii. Software corrections for incidents of critical nonconformance detected by emomentum will be provided and applied by emomentum staff. iii. Maintenance Releases to software licensed, including modifications, improvements and refinements thereto will be provided to LICENSEE. LICENSE is responsible for installation. iv. Software updates that are necessary to maintain general conformance to and consistency with new releases of the Google Apps product offering, including , talk, sites, groups and documents. LICENSE is responsible for installation. The Support Services The Support Services are described as advice in relation to the performance and functionality of the Modules ordered in as part of the license agreement, which advice shall include: Clarification of functionality; Providing explanations as to the cause and effect of problems; Page 14 of 22

15 Providing advice on the best use of the modules; Provide advice on the compatibility of other hardware, operating systems, and software upon which the module run; emomentum Service offering emomentum will offer over and above the standard support and maintenance services additional onsite configuration and setup services to enable licensee integrate collaboration application with 3 rd party devices and tools, whilst expanding the standard Google Apps functionality. Call Support Level Support call logging shall be provided by emomentum support available on an24/7 basis by Service desk App, phone or . All calls will be logged by this process and allocated a support ID. All calls will be escalated to the emomentum Support Services Manager who is on 24 hour standby and who is responsible for call analysis and allocation. Level 1 Support Level 1 support assists in the use, installation, and configuration of software. Support is instrumental in maintaining customer confidence and satisfaction by receiving the initial call and diagnosing based on symptoms reported. Call staff at this level can categorize problems and allocate issues to technical support specialists who can distinguish between those that are directly related to the Application and those that are not. To support usage issues, Level 1 call staff is conversant in the operation of the software at the user interface level. Technical support specialists are further conversant in the operation of the Applications and its different components and can assist in configuration and installation. A thorough knowledge of the installation procedure and any necessary Operating System modifications is expected. It is further expected that staff at this level are able to perform basic configuration changes to accommodate the customer s work environment. Tests may be requested to further diagnose and document the problem and if necessary the problem is escalated to Level 2 support. Page 15 of 22

16 Level 1 support staff will co-ordinate and manage Level 2 and 3 support and resolution. Level 2 Support Level 2 support refers to support of the Application and problem testing provided by emomentum to determine problem scope, a work around and resolution. Level 2 support staff can readily identify issues in terms of system configuration. They are able to identify those problems that are a result of software error, as opposed to those resulting from incorrect usage, or those requiring an enhancement to the standard software. In addition, support at this level has the ability, where possible, to develop a work-around, make database changes, and run diagnostic utilities. Level 2 support also provides support for application APIs used to customize. This support includes assistance with the use of the API functions, the ability to report bugs, and updates to the APIs as they become available. Application design assistance is not provided within the scope of Level 2 support and can be contracted separately through professional services. Level 3 Support Level 3 support is provided by emomentum Senior Technical Specialists and members of emomentum s software development department. Level 3 support staffs are able to identify problems that result from product defects or data corruption, interpret log files generated by the Application to assist with diagnosing problems. Level 3 support may produce emergency patches and diagnostic scripts where required for provision to the Client. Call Logging All support requests will be forward by the Client support personnel to emomentum Support via Phone or or to Please provide a landline and an alternative number. Page 16 of 22

17 Support requests will be made from the Client s help desk service by designated users identified by the Client s Computer Systems Manager whose details will be maintained by the Support staff. Information provided on users will include: 1. Name 2. Location/Department 3. Phone number 4. Mobile 5. Fax Priority Flag (Yes / No) The Client s help desk will provide the following information to establish a request for Support Services. 1. Call Help Desk# (Client s) 2. Call Priority 3. Call Description 4. Call Comments 5. Call Date & time logged 6. Call Contact (if required) The call description should include definition of the Application and function being used and the context in which it is being used. The Client Help Desk should provide source contact details for the request of a normal priority as further information may be required to establishing details in regard to the problem. Call of a critical priority MUST include contact information. Call Priorities The agreed priority must meet the following criteria: Page 17 of 22

18 Severity Priority Meaning Definition 1 Critical: Product/Service If a product or service has been Unusable In unusable by live, production Production end users for longer than 15 minutes. 2 Important: Product/Service If a product or service shows Severely significant degradation of a Impaired user-facing feature, or if the issue has high business impact (for example, if your business has a critical or high-investment project blocking on this problem). 3 Normal: Product/Service If a feature or function does not work Partially Impaired as expected; end users are still able to perform most tasks with the product or service, but you need assistance with a particular feature or function. 4 Low Product/Service when there is no significant impact to Usable end users -- to request minor feature enhancements, corrections to user interface, etc. 5 Request Product/Service A request is defined that would Usable improve software functionality. The priority is initially assigned by the caller to a problem or support request. This may be adjusted up or down if appropriate during the diagnosis and resolution process so long as it is agreed to by all parties. Any adjustment must reflect the business impact as defined in the table above. For example, priority may increase if the business impact grows due to delays in resolving a problem. Similarly, priority may decrease if a workaround is found or business circumstances change. Page 18 of 22

19 Problem Response, Call Follow-Up, Escalation & Reporting Targets for initial problem response are: Severity Priority Response target 1 Critical: Within 15 Minutes 2 Important: Within 1 business hours 3 Normal: Within 3 business hours 4 Low Within 8 business hours 5 Request Within 1 business days The Company s Help line Services will provide regular advice to The Client on the status of the problem resolution process. The severity of the problem will determine the frequency of follow-up and targets for resolution. Severity Priority Initial Follow-up Bypass or Recovery Target for Resolution Update intervals 1 Critical: 15 min 1 hour 8 hours 1 hour 2 Important: 1 hour 2 hours 8 hours Twice a Day 3 Normal: 3 hours 8 hours 12 hours Daily 4 Low 8 hours 12 hours 1 days Daily 5 Request 1 days N/A N/A PM PM = Scheduled Project or Account Meeting with the Client. E-momentum s Support Services will escalate problems in accordance with the following table. Severity Escalation Level Immediately 60 min 1 day 2 Immediately 2 hour 2 days 3 Immediately 4 hours 5 days 4 8 hours 1 day N/A 5 1 day N/A N/A Page 19 of 22

20 Other Client concerns will be escalated by the Client s Desktop and Automation Systems Manager to the Company s Account Manager or at scheduled project or account meetings with the Account Manager or their nominee. Chargeable Services Request 1. Professional Services arising subject to a Support Services request will be noted and reported to the Project Manager or their nominee with a work order either in writing or via describing the services required, chargeable rate and a time estimate for approval. 2. All Professional Services will be authorized by Project Manager or Nominee by a work order either in writing or via prior to the provision of any Professional Services. 3. Project Manager will provide the details of a nominee to a provide authorization for work orders. Contact Information FOR emomentum Dennis Ngetich Tel: 254 (0) or FOR NEPHAK Arnold Otieno Tel: Time and Materials Basis Services: Additional on-site assistance, change order or implementation and consulting services will be available to LICENSEE on a time and materials basis. Page 20 of 22

21 On-Site Assistance. Services. In the event that LICENSEE encounters a problem related to its use of the licensed software which cannot be resolved through E-momentum s product support and LICENSEE s staff, at mutual agreement of both parties, emomentum will schedule onsite assistance. If emomentum provides on-site assistance and the problem is related to LICENSEE s hardware, third party software or specific misuse of the licensed software(s) or other such circumstances not caused by E-momentum, LICENSEE shall be charged for such services at E-momentum s then prevailing time and materials rates, including any travel and living expenses incurred by emomentum as are mutually agreed upon. If the problem is directly related to the licensed software(s), LICENSEE will not be charged for services, travel or living expenses Page 21 of 22

22 6. Financial Proposal Quantity Description Unit Price Total Google Apps for business Licenses(Yearly) 1.00 Set up and migration of all user accounts & Configuration of all device (One Off) 1.00 Training of users & change management support (One off) USD USD USD USD USD USD Sub total USD 1, VAT (16%) USD Grand Total USD Note: 1. Incidental expenses such as the following will be at the expense of the customer: a. Taxes and Travel b. Per Diem and Accommodation Page 22 of 22

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