AnceroAir Mobile Device Management (MDM) Service Guide

Transcription

1 AnceroAir Mobile Device Management (MDM) Service Guide

2 Contents Service Overview... 3 Core Mobile Device Management... 3 Mobility Management Bundle... 3 Secure Productivity Suite... 4 TouchDown (with Exchange ActiveSync) by Nitrodesk... 5 Self Service Automated Enrollment... 5 Base Policy and Compliancy Rule Set... 5 Platform Maintenance and Version Requirements... 5 Warranty Exclusion... 5 Service Exclusions... 5 Support for Out of Compliance Devices... 5 Application Deployment & Support... 6 Custom Policies and Compliancy Rule Sets... 6 Help Desk & Support... 6 Support Hours... 6 Onsite Remediation... 6 Response vs. Resolution Time... 6 Service Level Objective... 7 Device Replacement & License Transfer... 7 Acceptable Use Policy... 8 Customer Obligations... 8 MDM Capabilities by Device Type Ancero, LLC Page 2 of 8 v

3 Service Overview Core Mobile Device Management AnceroAir provides the ability to provision, manage, and secure corporate and employee-owned devices over the air. It includes core MDM features such as device enrollment, configuration, security policy management, and device actions such as send message, locate, lock and wipe. Advanced MDM features include automated compliance rules, BYOD privacy settings, and Mobility Intelligence dashboards and reporting. Specific features can vary across device platforms: ios AnceroAir for ios uses an agent that interfaces with the Apple Mobile Device Management API and the Apple Push Notification Service (APNS) to provide management, security, and reporting capabilities for devices running ios 4 or higher. Android AnceroAir for Android uses an agent that interfaces with the Android Mobile Device Management API framework to provide management, security and reporting for Android devices running version 2.2 or higher. Windows Phone AnceroAir for Windows Phone uses an agent that interfaces with Microsoft Push Notification Services (MPNS) and Microsoft ActiveSync to provide management, security, and reporting for Windows Phone devices running version 7.5 or higher. BlackBerry (RIM) AnceroAir for Blackberry uses an agent that interfaces with BlackBerry Push Notification services and the BlackBerry Internet Service (BIS) to provide management, security and reporting for Javabased BlackBerry devices running version 5.0 or higher. This service requires subscription to BlackBerry Internet Service (BIS) data plan. AnceroAir Cloud Extender provides the ability to securely integrate with enterprise systems such as Microsoft Exchange, Microsoft Office 365, Active Directory, LDAP, Lotus Traveler, BlackBerry Enterprise Server, and Certificate Authorities. For a complete list of features and capabilities per device type, please see our attached Feature Guide. Mobility Management Bundle For customers enrolled in the AnceroAir Mobility Management Bundle offering, the following additional services are included in addition to the Core Mobile Device Management features: Mobile Application Management Mobile Application Management provides the ability to add applications and distribute them to supported devices managed by Ancero. This includes our App Catalog, an on-device application for users to view, install, and be alerted to update managed applications. Customers shall be allotted application distribution rights to a certain number of devices in accordance with the licensed quantity purchased. Customer has the ability to reference application packages that are hosted by the Customer. The service supports ios, Android, and Windows Phone devices Ancero, LLC Page 3 of 8 v

4 Secure Document Sharing Secure Document Sharing allows the Customer to add documents and distribute them to supported devices managed by Ancero. This service includes Doc Catalog, an on-device application that provides users secure access to view shared documents. Each document can have its own security policies such as require authentication, restrict copy/paste functionality, and block from being opened or shared in other applications. Customer will be responsible for all document content and formatting. Customer shall be allotted document distribution rights to a certain number of devices in accordance with the purchased licensed quantity. This service supports ios and Android devices. Content Cloud Content Cloud provides Customer the ability to upload application packages and documents to Ancero's Content Distribution system. Customer has the ability to store up to 1GB of data for distribution and a pool of bandwidth equivalent to 6GB per contracted device of annual usage. Customer shall be invoiced monthly for usage and storage in excess of these amounts. Overage fees are $0.60 per GB of additional monthly bandwidth usage and $25 per month for each GB of additional storage. Mobile Expense Management Mobile Expense Management allows the Customer to create data usage policies and assign them to supported devices managed by Ancero. Policies are configured based on allowed data usage (in MB) and calendar start date. Policies can be assigned at a device, group or global level. Alert thresholds and messaging for both in network and roaming data usage can also be configured. This data is collected via the agent on ios and Android devices. Secure Productivity Suite For customers enrolled in the AnceroAir Secure Productivity Suite offering, the following additional services are included in addition to the Mobility Management Bundle and Core Mobile Device Management features: Mobile Application Security Mobile Application Security provides additional data protection for enterprise applications. Customers can upload applications (.ipa), provisioning profiles, and signing certificates to AnceroAir and add security features such as user authentication, restrict copy/cut/paste, restrict back-ups, and enforce device compliance. Distribution to supported devices is provided using the AnceroAir Mobile Application Management feature. Mobile Application Security supports ios 5 or above. Secure Browser Secure Browser is a full featured web browser for ios and Android devices. Customers can define URL filtering and security policies, ensuring that users only access approved web content. Secure Browser includes ability to disable native and 3rd party web browsers either through application policy or blacklisting when combined with the AnceroAir Core MDM service. Secure Browser supports Android 4.0 and ios 5.0 or above Ancero, LLC Page 4 of 8 v

5 Secure Mail Secure Mail provides a separate and secure office productivity application for users to access and manage , calendar, and contacts. Secure Mail provides Customers the ability to control s and attachments to prevent data leakage by restricting the ability to forward or move content to other applications, enforcing authentication, restricting copy/cut/paste, and locking down attachments for view only. Secure Mail supports Android 4.0 and ios 5.0 or above. TouchDown (with Exchange ActiveSync) by Nitrodesk TouchDown is a 3rd Party supplemental software application required for management on Android devices that are not Samsung or Motorola Business-Ready devices. Business-Ready constitutes devices that are enabled with SAFE 2.0 or higher for Samsung devices or Motorola EDM 3.0 or higher for Motorola devices. Use of the Touchdown service shall be governed by, and require Customer s acceptance of, Nitrodesk s licensing terms. Touchdown licenses are sold on a per-device basis with a onetime payment frequency. Ancero shall provide support for the Touchdown licenses during Customer s AnceroAir Service Term only. Self Service Automated Enrollment Customer is required to complete and return to Ancero an enrollment form for the Devices to be added to the MDM Service. Ancero will initiate the enrollment process for the listed Devices and will provide Customer with Self-Service Guides for device enrollment. Customer is responsible for disseminating these instructions to their end-users and coordinating device enrollment. Ancero will provide Customer with a list of successfully enrolled devices. Additional Ancero setup and enrollment services are available at an additional cost to Customer. Base Policy and Compliancy Rule Set Ancero will setup and deploy our standard base policy and compliancy rule set as part of the initial setup process. Policies and rule set features and capabilities vary across device platforms. Platform Maintenance and Version Requirements Ancero and its suppliers will perform platform maintenance from time to time to improve and enhance our MDM system. Ancero will endeavor to provide advanced notice via prior to conducting any maintenance on our platform hardware and software components. Warranty Exclusion Ancero does not warrant that Customers use of the AnceroAir MDM Service will be accurate, error free or uninterrupted. Ancero shall have no obligation or otherwise with respect to any infringement claim or a claim of a breach of the performance warranty arising from Customers (a) use of the MDM Service not specifically authorized by Ancero or for purposes other than those intended by Ancero, or (b) any use of a form of the MDM other than Ancero s latest version release. Service Exclusions Support for Out of Compliance Devices Upon enrollment of a device into the AnceroAir MDM Service or any time thereafter, a device may be deemed out of compliance with the established base security policy. Ancero will notify Customer of such 2014 Ancero, LLC Page 5 of 8 v

6 out of compliancy in a timely fashion in accordance with our service level objective. Services related to the remediation of an out-of-compliance device fall outside the scope of this service and may be performed by Ancero at an additional cost to Customer upon request. Application Deployment & Support Application deployment and support fall outside the scope of this service and may be performed by Ancero at an additional cost to Customer upon request. Application support is provided best effort and issue resolution is not guaranteed. Custom Policies and Compliancy Rule Sets As mentioned previously, Ancero will setup and deploy our standard base policy and compliancy rule set as part of the initial setup process. Custom Security Policies and Compliancy Rule Sets may be developed and deployed at an additional cost to Customer upon request. Re-Provisioning Policy Ancero assesses an initial set up fee to cover the cost of provisioning devices enrolled at the time service is initiated. Ancero reserves the right to assess additional provisioning fees for new enrollments and reenrollments resulting from hardware changes and additions, as well as changes in wireless service provider. Support Support Hours Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete system outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. Onsite Remediation Onsite remediation of device-related issues fall outside the scope of this service and may be performed by Ancero at an additional cost to Customer upon request. Device support is provided best effort and issue resolution is not guaranteed. Response vs. Resolution Time It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support Ancero, LLC Page 6 of 8 v

7 A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem. The AnceroAir MDM program is not intended to be a guarantee of mobile device functionality. All services provided by Ancero will be tracked and managed via Ancero s ticketing system. Ancero will not be responsible for interacting with or updating any third party ticketing system. Service Level Objective Ancero provides all AnceroAir MDM customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero under the AnceroAir MDM program: Severity Code Severity Initial Response Time Escalation P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the covered device at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance, patching and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered noncritical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants. Device Replacement & License Transfer Ancero acknowledges that mobile devices enrolled in our AnceroAir MDM program may be replaced from time to time. If a covered device is replaced by a new one, Customer must contact Ancero to transfer the license from the old covered device to the new one. Enrollment of a new device without revoking the 2014 Ancero, LLC Page 7 of 8 v

8 license from the original device will result in additional device charges. Therefore, it is important that the Customer advise Ancero which device should be removed from the system in lieu of the new device. Acceptable Use Policy This Acceptable Use Policy governs the use of any software or mobile device management services obtained from Ancero and its suppliers by any person ( End User ). End User acknowledges that the software and its structure, organization, source code, and protocols constitute valuable and proprietary trade secrets and other proprietary intellectual property of Ancero and its suppliers. Accordingly, End User agrees not to: (a) modify, adapt, alter, translate, or create derivative works from the software; (b) merge the software with any other software, products or services; (c) sublicense, resell, re-distribute, lease, rent, loan, disclose or otherwise transfer the software or any other associated products and services to any third party; (d) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source or object code of the software; (e) use the software to provide any facility management, service bureau or similar services to third parties, permit third parties to remotely access and use the software or use or permit any software to be used, or to develop a product line that is similar to the software; (f) publish or share with any third party any results of any benchmark or performance tests run on the software or component thereof; or (g) otherwise use or copy the software except as expressly allowed in a written services agreement or other agreement by Ancero. In addition, End User agree that it will not use the software or services to take any action that: (i) violates any applicable law or regulation or is legally libelous, defamatory, indecent, obscene or pornographic; (ii) would violate copyright, trademark, trade secret or other property right of any third party; or (iii) interfere with other users use of the software or of the Internet; (iv) involves the addition, removal or modification of identifying network header information in an effort to deceive; (v) uses the software to access, or attempt to access, the accounts of others, or to penetrate, or attempt to penetrate, security measures of Ancero s or another entity's computer software or hardware, electronic communications system, or telecommunications system, whether or not the intrusion results in the corruption or loss of data; (vi) uses the software to collect, or attempt to collect, personal information about third parties without their consent. Ancero reserves the right, in its sole discretion, to modify, limit or otherwise adjust any End User s use of the services or software if such use is deemed to be excessive, abusive or otherwise contradictory to the intended purpose and use of such services or software. Customer Obligations Customer must notify Ancero in advance of material changes that may impact a covered device or devices, or inhibit or delay Ancero s ability to render service. Customer must assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems during the provisioning of help desk and remote support services, especially during the initial enrollment process. Customer must agree to embrace our base security policy and compliancy rule set, or request a custom policy and/or rule set configuration at an additional cost to Customer. Customer must agree to implement version upgrades to the AnceroAir MDM system as may be required in order to maintain minimum supported standards. MDM Capabilities by Device Type See our associated Feature Guide for a complete list of capabilities per device type Ancero, LLC Page 8 of 8 v