This documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as

Transcription

1

2 This dcumentatin, which includes embedded help systems and electrnically distributed materials, (hereinafter referred t as the Dcumentatin ) is fr yur infrmatinal purpses nly and is subject t change r withdrawal by CA at any time. This Dcumentatin may nt be cpied, transferred, reprduced, disclsed, mdified r duplicated, in whle r in part, withut the prir written cnsent f CA. This Dcumentatin is cnfidential and prprietary infrmatin f CA and may nt be disclsed by yu r used fr any purpse ther than as may be permitted in (i) a separate agreement between yu and CA gverning yur use f the CA sftware t which the Dcumentatin relates; r (ii) a separate cnfidentiality agreement between yu and CA. Ntwithstanding the freging, if yu are a licensed user f the sftware prduct(s) addressed in the Dcumentatin, yu may print r therwise make available a reasnable number f cpies f the Dcumentatin fr internal use by yu and yur emplyees in cnnectin with that sftware, prvided that all CA cpyright ntices and legends are affixed t each reprduced cpy. The right t print r therwise make available cpies f the Dcumentatin is limited t the perid during which the applicable license fr such sftware remains in full frce and effect. Shuld the license terminate fr any reasn, it is yur respnsibility t certify in writing t CA that all cpies and partial cpies f the Dcumentatin have been returned t CA r destryed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use f any sftware prduct referenced in the Dcumentatin is gverned by the applicable license agreement and such license agreement is nt mdified in any way by the terms f this ntice. The manufacturer f this Dcumentatin is CA. Prvided with Restricted Rights. Use, duplicatin r disclsure by the United States Gvernment is subject t the restrictins set frth in FAR Sectins , , and (c)(1) - (2) and DFARS Sectin (b)(3), as applicable, r their successrs. Cpyright 2013, 2014, 2015 CA. All rights reserved. All trademarks, trade names, service marks, and lgs referenced herein belng t their respective cmpanies.

3 Welcme... 5 Glssary... 5 CA Enterprise Mbility Management On-barding Guide... 8 Tenant Setup... 8 Ready fr Use... 8 Welcme Ready fr Slutin Implementatin... 9 CA Enterprise Mbility Management On-barding... 9 CA Enterprise Mbility Management Engagement Rles and Respnsibilities Custmer Satisfactin CA Enterprise Mbility Management Supprt Guide When t Cntact CA Technlgies Supprt Supprt Cntact Infrmatin Services Offered When Will CA Technlgies Cntact Yu Scheduled Maintenances Ntificatin Prtcls CA Enterprise Mbility Management Service Catalg Guide Service Catalg Items Statement f Wrk (SW) fr Paid Engagements Cntacting CA Technlgies... 20

4

5 Welcme t Sftware as a Service (SaaS) slutins frm CA Technlgies and cngratulatins n licensing CA Enterprise Mbility Management SaaS slutin. This custmer handbk is yur guide t the services prvided by CA Enterprise Mbility Management and hw yu can engage with CA fr SaaS service and supprt. Yu shuld becme familiar with this handbk that prvides a cncise verview f the CA Enterprise Mbility Management SaaS slutin. Yur custmer handbk prvides yu with the fllwing infrmatin: Hw t get started n yur SaaS slutin including rles and respnsibilities Hw t request service and btain supprt fr yur deplyment Learning abut imprtant service features and the slutin service catalg In additin t this Custmer Handbk, there are several related dcuments yu can refer t fr specific infrmatin: Datasheet: The CA Enterprise Mbility Management datasheet prvides an verview f the slutin yu purchased frm CA Technlgies. SaaS Mdule: This is a SaaS cntract dcument frm CA that prvides all general SaaS terms and cnditins. Nte that yur cntract with these terms may have a different name. SaaS Listing: The SaaS Listing fr CA Enterprise Mbility Management is a cntract dcument that prvides slutin specific infrmatin and key service entitlements and features. User Guides: These are CA Enterprise Mbility Management manuals that prvide infrmatin n hw t use the features f the slutin. Supprt Plicy: This is a CA Supprt dcument that explains hw yu can engage with CA supprt fr slutin and service supprt. Yu will cme acrss frequently used abbreviatins and expressins in this dcument. The fllwing is a list f thse abbreviatins and expressins that may be used in this dcument: DEV A develpment envirnment f CA Enterprise Mbility Management n which custmers mdify existing r develp new cde that will be migrated t a test envirnment.

6 TEST A test envirnment f CA Enterprise Mbility Management n which custmers test new r mdified cde migrated frm DEV, which will be migrated t prductin after successful testing. PROD A prductin envirnment f CA Enterprise Mbility Management is used by the Custmers end users as their primary business envirnment. DEMO A demnstratin envirnment f CA Enterprise Mbility Management is used by custmers t demnstrate slutin implementatins t their audience. STAGING A staging envirnment f CA Enterprise Mbility Management that is primarily used t upgrade a cpy f the prductin envirnment t verify versin upgrades. SOW Is a statement f wrk r cntractual dcument that captures and defines the wrk items, deliverables, and time line. SFTP Secure file transfer prtcl fr mving electrnic files back and frth. VPN Virtual Private Netwrk extends a private netwrk acrss a public netwrk such as the internet. AUTOMATION Is a tl r custm cde used t manage repeatable tasks within the SaaS slutin. CONFIGURATION A slutin functinal ptin that can be changed within the applicatin withut altering the installed cde base t meet custmer requirements. CUSTOMIZATION A technical slutin that augments r changes standard SaaS slutin functinality t meet custmer requirements. IMPLEMENTATION Is a technical develpment f business requirements using the SaaS slutin. BEST PRACTICE Is a recmmended methd f implementatin f business requirements.

7 INTEGRATION Is the prcess f bringing tgether tw r mre deplyed sftware cmpnents s that they can wrk tgether as ne system. 3 rd PARTY All slutins and tls frm a nn-ca Technlgies vendr are referred t as 3 rd Party slutins r tls. CLOUD CONNECT Cludcnnect prvides a way fr yu t cnnect ur service t yur user stres like LDAP and active directry

8 Cngratulatins n yur decisin t use CA Enterprise Mbility Management frm CA Technlgies. T get started with yur service, CA has put tgether this handbk that will prvide yu with the infrmatin yu need t use yur slutin. This sectin f the handbk describes hw t get started with yur SaaS slutin frm CA and get the mst ut f the service we have setup fr yu. The fllwing phased service delivery flw illustrates yur CA Enterprise Mbility Management n-barding prcess at CA: On-Barding Questinaire Tenant Setup Ready fr Use, Welcme Yur Enterprise Mbility Management Engagement Upn executin f the cntract fr the service, yu will be requested t cmplete a shrt questinnaire; this questinnaire prvides the SaaS team with key cntacts n yur side t cmmunicate abut the service. Once yu prvide the questinnaire a ntificatin is sent t the SaaS team at CA t setup new tenant envirnments fr yu. The SaaS team will use the infrmatin in the ntificatin t cmplete all tenant initializatin requirements including tenant access credentials. The ntificatin will als include a Service Acceptance frm that ensures that yu walk thrugh functinal use cases f the service and cnfirm they are wrking. It is imprtant t cmplete the acceptance tests as it prvides an verview f the majr functins available t yu as a custmer and at the same time prvides us a methd fr ensuring quality cntrl n ur side Once yur tenants are setup, yu will be ntified f its availability via a welcme frm CA t yur primary cntact furnished in the tenant ntificatin. Yur tenant envirnments are nw ready fr yur use.

9 CA will send yu a Welcme , sent t yur designated primary CA cntact. The welcme prvides intrductry infrmatin fr yu t access and use CA Enterprise Mbility Management envirnments. The fllwing infrmatin is included in the welcme CA Enterprise Mbility Management URLs: A list f URLs t access yur tenant envirnments setup at CA as described in the SaaS Listing fr yur slutin. Lgin credentials: Yur primary cntact is setup with lgin credentials t access the deplyed tenant envirnments. Yur primary cntact is required t verify access t the tenant envirnments using the URL infrmatin furnished. Any issues with access shuld be immediately reprted using yur CA custmer supprt access which is described in the next sectin, Getting Supprt. Link t CA Supprt: The URL t the CA Supprt site is furnished which will allw yur primary cntact t access the supprt site fr all yur SaaS supprt issues; mre infrmatin n this is described in the next sectin, Getting Supprt. Custmer cntact infrmatin: Instructins are prvided fr yu n hw t update the custmer technical cntact infrmatin n the CA Supprt site. Yur access and use f the tenant envirnments that have been setup fr yu are nw ready t allw yu t persnalize yur setup as supprted by the SaaS slutin. If a statement f wrk (SW) t implement a slutin was prepared during the sales prcesses, then yu are nw ready t enable the perfrmance f the SW. The SW may be perfrmed by CA Services r by a certified CA Enterprise Mbility Management vendr f yur chice. If yur custmizatin is perfrmed by CA Services, then a CA Enterprise Mbility Management resurce will be assigned wh is respnsible fr the perfrmance f the SW n the tenant envirnments and will crdinate with yu n the slutin implementatin. CA Technlgies Services will assist yu with slutin n-barding activities. The fllwing are typical n-barding activities CA Services can assist yu with: Slutin n-barding: CA will supprt yu n all initial slutin n-barding activities.

10 Slutin implementatin: CA will supprt yu during the initial implementatin f the slutin with prject planning, crdinatin f activities, infrmatin exchange, and addressing any issues that may cme up. Access validatin: CA will request yu t verify yur access t the CA deplyed tenants using the URL infrmatin that was furnished t yu in the welcme . Resurce crdinatin: CA will engage the apprpriate CA resurces t prvide yu with the needed supprt. This includes gaining access t applicatin best practices experts t assist yu with implementatin, prduct dcumentatin, etc. Cntract requirements: CA will wrk with yu n all cntracts related requirements per yur negtiatin with CA Technlgies. SaaS slutin supprt verview: CA will prvide yu with a cmprehensive verview f the supprt prcess including: Explain the rle f CA Supprt and hw yu are assisted and hw yu can engage with them. Shwcase CA Supprt s self-help capabilities n hw t find infrmatin t questins r answers fr issues that yu seek. Explain the trubleshting prcess and wh is respnsible fr what when yu call in fr issues with yur deplyed slutin. Review the applicatin upgrade prcess with yu including yur rle in the prcess t ensure a smth and successful upgrade. Explain the supprt ticket escalatin steps that will help yu raise the attentin f the apprpriate supprt manager t reslve yur issues. Slutin implementatin: If yur slutin requires cnfiguratin as dcumented by a signed SW and a nn-ca Technlgies slutin cnsultant is required t execute the SW, then CA will assist yu as fllws: CA will review the SW implementatin prject plan with yu and the cnsulting implementatin team. CA will review the bjectives f the SW implementatin and the expected deliverables with yu t ensure it meets yur planned business needs. Yur service engagement with CA is essential t ensure yur slutin implementatin and n-ging slutin supprt meets yur requirements. The effectiveness f any interactin depends n many factrs including the skills f yur engaging resurces. T effectively engage yu, yu must assign a slutin stakehlder wh will cllabrate with CA as needed thrughut the duratin f yur service term with us.

11 T wrk mre efficiently n the varius tasks thrughut the term f the service, it is recmmended that yur resurce has sufficient technical backgrund such as an applicatin administratr r applicatin engineer. Yu may als assign mre than ne primary cntact if yu desire. T wrk with CA Technlgies effectively, we describe the engagement thrugh rles and respnsibilities f resurces frm yur rganizatin as well as CA Technlgies and any ptinal slutin experts wh are hired fr a fee. Service engagement may require several resurces t be invlved frm the initial setup f the service t n-ging service delivery. Yur key resurces are yur applicatin stakehlders wh are the primary cntacts fr CA Technlgies. Key CA Technlgies resurces that engage with yu are resurces frm the service supprt rganizatin and ptinally, service delivery. Optinally, yur infrastructure technical resurces may be invlved when setting up n-premise features in yur netwrk if applicable, althugh this is very uncmmn. The fllwing table prvides activity based delineatin f rles and respnsibilities during yur service engagement. Rles and Respnsibilities CA Technlgies Initial Setup Tenant Setup Custmer n-premise installatin (if applicable) Slutin cnfiguratin and persnalizatin requirements, implementatin, testing Slutin migratin activities Prductin envirnment user acceptance testing Custmer n-premise cmpnent testing (if applicable) Slutin dcumentatin and training Implementatin review and sign-ff Infrastructure supprt during initial setup On-ging Service Supprt Custmer internal help-desk fr end user supprt Custmer (Optinal: Slutin Expert)

12 Request fr service CA Service supprt On-ging scheduled maintenance Custmer n-premise integratin supprt (if applicable) Custmer cnfiguratin and implementatin User acceptance testing (fr enhancements, etc.) Prductin envirnment change request reviews On-ging slutin training Slutin mnitring reprting Custmer adptin metrics and satisfactin surveys Cntract management and renewal CA Technlgies may cnduct custmer satisfactin surveys peridically t btain yur feedback n supprt activities as well as yur verall experiences with the service. The key areas f fcus f these surveys are n the quality f service furnished t yu such as ur supprt f yur service requests. Additinally, we lk frward t receiving input frm yu at any time s that we may serve yu better. The custmer satisfactin surveys are reviewed internally and actin plans are defined t address issues and help us cntinually imprving ur service t yu.

13 CA Technlgies custmer supprt prvides yu with system and slutin technical supprt thrughut the term f yur cntract. The specific terms f the supprt are described in CA Supprt dcuments described belw. Yur custmer supprt verview is as fllws: When d yu need t cntact CA Technlgies Supprt When des CA Technlgies (Supprt and SaaS) cntact yu During yur service yu will find the need t request fr supprt frm CA Technlgies. Belw are sme f the typical requests fr supprt yu may make n an n-ging basis: Reprt a service issue Request fr infrmatin Request fr service frm the service catalg Reviewing service issue status Request fr slutin enhancements and new features T request fr supprt and review yur supprt entitlements, please click n the fllwing supprt URL: Please request yur primary cntacts t register at the supprt site when yu begin yur service with CA Technlgies. Registratin is required fr each f yur primary cntacts t enable them t create their wn supprt accunts. Yur registered cntacts are the nly resurces wh may request fr service supprt frm CA Technlgies. Yu must manage yur end-users wh use the SaaS slutin. After the registratin prcess, the next step is fr yur primary cntact(s) t familiarize themselves with the supprt dcuments that are available at the CA Technlgies

14 supprt site. The fllwing are examples f dcuments that are available n the CA Supprt website: CA Supprt Overview: This dcument prvides an verview and value f the services ffered by CA Supprt. CA Supprt Plicy and Terms fr Sftware as a Service: This dcument prvides the definitins f supprt, service availability, prgrams and supprt limitatins that are applicable t the use f SaaS slutins frm CA. Wrking with CA Supprt: This dcument intrduces custmers t the services prvided by CA Supprt and CA Custmer Care wh answer technical and custmer care questins and prvides guidance n hw custmers can btain additinal infrmatin regarding resurces, and service fferings t maximize the value f their CA Technlgies sftware investments. CA Technlgies makes all reasnable effrts t meet the service issue supprt level bjectives as described in the supprt dcuments listed abve. If n ccasin, a service r applicatin prblem is either nt getting reslved within the stated targets r the issue itself is s severe that it demands immediate attentin, yur primary cntact(s) must directly call the custmer supprt telephne numbers listed in the supprt dcuments and request t escalate the issue and raise its pririty. CA Enterprise Mbility Management prvides yu with many service benefits. A few f thse key benefits are listed belw and described in mre detail thereafter: Service Requests: Service requests need t be created t address all f yur service needs during the curse f yur subscriptin service with CA Technlgies. Change Requests: All requests fr change t yur deplyed cnfiguratin r service related changes will be managed thrugh service requests. Slutin Upgrades / Maintenance: CA will peridically upgrade yur slutin as part f the n-ging service. Whether it is a service issue such as an infrastructure incident r an applicatin prblem, r yu are requesting fr service catalg item, yu will need t create service requests by using yur access t the CA Supprt prtal. Belw are sme f typical requests fr supprt: Reprt a prblem with yur service: Fr all issues with yur deplyed service, please create service requests prviding relevant and detailed infrmatin t receive supprt.

15 Request fr infrmatin and help: Whether it is a service entitlement questin r a slutin feature questin, yu may address all f yur questins by creating service requests t btain guidance r answers. Service catalg item: T request fr a catalg item, please create a service request and list the specific service catalg item. SW Cnfiguratin: If yu have signed a SW fr cnfiguratin and have a services supprt agreement in place, unless stated therwise in yur agreement, yu may use the supprt URL t create service requests t request fr supprt f yur cnfiguratins. Reviewing an issue status: Yu can review the status f yur service request using the CA supprt prtal. New feature request: If yu wish t request a new slutin feature r service feature, please d the fllwing: Fr a slutin feature and functinality enhancement, please g t CA Cmmunities and pst the request as an idea in the Ideatin prtal. Ideatin prvides an pen and transparent platfrm t submit yur ideas and cllabrate with CA and the larger cmmunity. Fr service related feature and functinality enhancements, please create service requests using the supprt URL. c CA manages all changes t yur applicatin envirnments. Yu may request fr supprted changes t yur envirnments thrugh the service request prcess. Supprted changes are listed in service catalg sectin f this handbk. When apprpriate, CA will crdinate with yu t perfrm the change request which includes infrmatin exchange, change request review, scheduling the change, requesting yu t verify the change, rllback f the changed if needed and finally dcument the change request. All change requests must be apprved prir t scheduling the change. Fr change requests that are nt apprved, the request status will be updated with the relevant reasns and yu will be ntified f the same. Change requests fall under ne f tw categries: Custmer initiated change: These are changes, such as thse listed in the service catalg that yu may request t have perfrmed.

16 CA Technlgies initiated change: These are changes that are required t be perfrmed by CA n yur deplyed envirnments; please review the Scheduled Maintenance sectin in this handbk fr mre details. Slutin versin upgrades are an integral part f the service. CA Technlgies will ntify yu when yur service is required t be upgraded t ensure applicatin supprtability and stability. In sme instances, custmers may request a specific upgrade windw by cntacting supprt services. In scheduling applicatin upgrades, CA will wrk with yur resurces t accmmdate yur business needs s that yur service interruptin is kept t a minimum. Slutin upgrades may require extensive crdinatin between yur resurces and CA resurces. Fr mre infrmatin n CA Technlgies SaaS upgrade plicy, please review the plicy dcument psted n Please click n Resurces buttn t access the dcument sectin n the SaaS website. CA Technlgies will ntify yu frm time t time t infrm yu f service maintenances that need t be perfrmed n the deplyed envirnments. The fllwing are typical peratinal tasks that need t be perfrmed fr which CA will cntact yu t ntify yu f the scheduled task: Ntificatin f a peridic service maintenance Ntificatin f slutin upgrade Ntificatin f a service utage/incident Service maintenances are scheduled peridically t allw the applicatin f service patches, t perfrm system upgrades and t perfrm ther service upkeep that allws CA t prvide a high quality service. Yu will be furnished with a schedule f peridic maintenances fr yur reference t allw yu may plan yur activities. If yu have nt received a maintenance schedule, please g t the CA Supprt URL and create a service request t request fr ne t be ed t yu. Scheduled maintenances are characterized by maintenance windws as described here: Maintenance windws: A schedule f maintenance windws, typically setup fr the calendar year, will be furnished t yu fr yur reference when yu first

17 begin yur service and annually thereafter. This infrmatin assists yu when planning yur slutin implementatin prjects r when requesting CA Technlgies t schedule service related activities such as data extracts, envirnment refreshes, and ther applicable activities by slutin. Certain maintenance activities may require services t be unavailable. Scheduled maintenance falls int three brad categries: Mnthly Maintenance: Mnthly maintenance windws are scheduled well ahead f executin time (typically 3 mnths). Maintenance windws are scheduled during lcal nn-business hurs. There is limited custmer input required during these scheduled maintenance windws. Examples f such maintenances include, but are nt limited t, installatin f applicatin patches, perating system updates, and perfrming infrastructure changes. A reminder ntificatin will be sent t the custmer cntact ne r tw weeks befre the executin f the actual maintenance. Preventive / Emergency Maintenance: A critical scheduled maintenance invlving security r system stability may becme required. In such instances, given the nature f the emergency fix needed, a shrt ntice (typically 72 hur in advance) will be prvided t custmers t infrm f these activities. CA will make every effrt t schedule these critical maintenance activities such that they cause yu the least business disruptin t yur activities. Unplanned Maintenances: Unplanned maintenances due t issues in the slutin envirnment may result in dwntime are defined as a lss f the prductin envirnment availability. These dwntimes may be due t a variety f deplyment issues but may als invlve emergency maintenances that need t be perfrmed t prevent a future prbable utage. Ntices f service interruptin resulting frm such unplanned maintenances will fllw the same critical maintenance prtcl. Once again, all reasnable effrts will be made t prvide adequate advance ntificatin (typically 24 hurs) prir t the maintenance executin. CA maintains a ntificatin prtcl which is described as fllws: Fr all majr changes requested by yu, the change schedule is finalized and a ntificatin is sent ut t yu t cnfirm the scheduled change: Yur primary cntact(s) will be respnsible fr crdinating the change schedule internally with yur end users. Yur primary cntact(s) will als be respnsible fr crdinating verificatin effrts if applicable. If a re-schedule is required, yur primary cntact(s) is required t infrm CA well in advance f the scheduled change s that the change can be re-scheduled at a later date and time.

18 A change cmpletin ntificatin will be furnished t yur primary cntact(s) immediately after the change is cmpleted successfully. In exceptinal situatins, a scheduled change windw may need t be extended due t unfreseen circumstances. Yur resurces will be ntified as sn as it is deemed necessary that an extensin t the maintenance windw is required. If a change is deemed a failure, which can ccur fr any number f reasns, then the fllwing prtcl will ensue: Yur primary cntact(s) will be ntified as sn as it is determined that the change has failed and a rllback f the change is initiated as per the rllback plan furnished in the change request. All failed changes will generate a change request pst-mrtem reprt that states why the change failed.

19 CA Enterprise Mbility Management prvides yu with a list f included and ptinal service items that yu may request frm us frm time t time. The service catalg items are services that yu may request thrugh the CA supprt website by creating service requests. The fllwing table is a list f service catalg items yu can request frm CA Technlgies. The table describes the catalg items, if they are included as part f the standard service r nt. Optinal service catalg items may require a SW t be put tgether. The plicies fr each f the service catalg items define the scpe f each. CA SaaS Enterprise Mbility Management Service Catalg Catalg Item Included Optinal Plicy Slutin Services Applicatin Installatin and Cnfiguratin Custmer User Admin Setup Maintenance Ntificatins Versin Upgrades Infrastructure Services Service Mnitring Service Availability Backup and Restre Service catalg items that yu request fr and that require a fee must be captured in a SW unless nted therwise. The SW will describe each f the requested service catalg items, the scpe f each item, and the price t perfrm each f the service catalg items. Upn yur review and signing f the SW, CA will assign a resurce t

20 wrk n the SW and engage yur resurces as needed. This includes prject managing the executin f the SW. Yur primary interface fr cntacting CA Technlgies is thrugh CA custmer supprt. Please create a service request whenever yu want t cntact CA and a supprt representative will respnd t yur request.