Service Definition Nine23 MDM

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1 Service Definition Nine23 MDM G-Cloud iv

2 Contents 1 Service Nine23 Mobile Device Management System Overview Nine23 MDM Open Standards User requirements Client Browser Devices Hardware Software..5 2 Service Management On-boarding process Off-boarding process Service provisioning Commercial Service subscription pricing model Options Minimum contract period Trial option Termination Financial recompense Service constraints User interface customisation Service Integration Maintenance and lifecycle management Data restoration / Service migration.. 8

3 3.9 Consumer responsibilities Ordering and invoicing Support services Training Support service level agreement Scope of service support Service support procedure Support escalation procedure Further information. 9 5 Information assurance Impact levels ISO accreditation Other accreditation Cloud hosting infrastructure Back-up and disaster recovery.. 10

4 1 Service Nine23 Mobile Device Management 1.1 Overview Nine23 MDM Nine23 provide Mobile Device Management to our clients as a standalone service or part of a tailored ecosystem Managed Mobility as a Service (MMaaS) or standalone solution. MDM will secure workforces devices by applying policies and administrator controls from a centralised portal. Enterprise workforces' are then able to access secure enterprise data from outside the enterprises network using an APN through a VPN to ensure point to point security. Nine23 is an integrator of MDM solutions from the world s leading software vendors including Airwatch, Symantec and Cisco. MDM is a core module when building an enterprise mobile ecosystem. This ecosystem enables advanced device visibility and control, collaborative working and application life cycle management for the enterprise workforce increasing both effectiveness, productivity and cost efficiency. To get the most out of MDM please see our MMaaS listing in the G-Cloud catalogue or contact us to discuss your requirements. Nine23 s Mobile Device Management solutions are currently widely used in the public and private sector and have been instituted as part of the RAF s mobility strategy trial ProjectLINK. Areas it can be seen in include: Defence Government Education & Training Banking and Financial Pharmaceutical and Healthcare Aeronautical Sales and Marketing Key features of Nine23 s MDM include: Real-time push updates to mobile devices Centralised device management User self-provisioning Advanced device security Remote configuration and control Policy setting Tracking and analysis Information assurance Mobile management revoke/wipe and block devices Automatically wipe jail broken or rooted devices White and black lists Secure communication Data encryption Block file sharing/printing Reporting

5 1.2 Open standards Nine23 s MDM includes comprehensive and well documented integration APIs to call services including user enrolment and authentication, device details and profiles, applications and user groups. 1.3 Requirements Client browser Nine23 s MDM uses a centralised web-based management console which is compatible with the following browsers with Java installed: Internet Explorer Chrome Firefox Safari Devices Nine23 s MDM delivers policies to user devices via a device agent. Nine23 s MDM is compatible with Apple ios, Android, Windows mobile, Blackberry, Symbian, and a number of other platforms including Windows 8+. Customers can use existing devices or purchase or lease devices from Nine23 via our channel partners Stormfront or Samsung if required, please see our pricing document for further information or contacts us to discuss your requirements Hardware (Server Deployment) Nine23 s MDM servers can be deployed as both SaaS cloud hosted or On-Premise versions. The standard SaaS setup is hosted on AQL s secure datacentre in the UK, although this can be migrated easily for clients with geographical preferences. On-Premise installations may involve extra costs due to the additional infrastructure, deployment time and support needed. Nine23 can provide equipment for an On-Premise installation or customers can can supply their own infrastructure as required. When using ios devices in a COPE environment we suggest using supervised devices via apple configurator. This will require an Apple Mac which will become the master device and not allow devices to be provisioned without first being unsupervised by the master device, introducing an extra security layer. Customers can Software (Agent Deployment) An MDM agent will be installed on each user device in order for the device to be managed. Devices will be provisioned via or by accessing the public app store to download the device agent. MDM is available as part of our MMaaS (Managed Mobility as a Service) mobile ecosystem which combines MDM modules with Mobile Application Management (MAM), Document management Systems (DMS) and bespoke application development to get the most out of our customers mobility needs. Please contact us or see our MMaaS (Managed Mobility as a Service) product in the G-Cloud Catalogue for more information.

6 2 Service Management 2.1 On-boarding process Nine23 Ltd offer on-boarding services to streamline current service migration or help with defining user requirements and best practice for new systems to ensure the MDM release is as simple and effective as possible. On-boarding can include: Content Migration Process Defining / Streamlining Policy processing Mass device provisioning Training Infrastructure installation 2.2 Off-boarding process When customers cancel their Nine23 MDM solution all data held on the servers will be removed and devices attached to the system will be de-provisioned. All personal data on the devices will be left untouched. Backups of customers MDM policies and settings can be held by Nine23 on request for a maximum of 30 days following termination to allow customers time to transfer files to other systems, after which all content will be deleted. 2.3 Service provisioning Once agreed services can be available to the customer after a 48hrs notice for SaaS version. Additional time is needed for on premise versions. Each customer s requirements will be different so please contact one of our service specialists to discuss options. 3 Commercial 3.1 Service subscription pricing model Nine23 MDM is provided on a pay monthly subscription with additional options for agent branding customisation and hosting types. Service provisioning charges will be required depending on the service requirements set out at the scoping stage and charged based on a day rate. Users can have multiple devices at no extra charge. 3.2 Options Multiple hosting options are available depending on user preference. SaaS (Software as a Service) is our default cloud option at no extra charge. SaaS Hosting on a server other than AQL s UK datacentre is possible but may incur charges dependant on cloud computing costs.

7 On Premise install. Nine23 s MDM server can be hosted within a customer s own infrastructure. Pricing for the install will depend on integration costs and will depend on user requirements. Bespoke app branding (white label) is available including all updates and support. Please see our pricing sheet for details. Nine23 can provide customers who are in the process of converting their workflow to a digital format advice and help in getting the most out of their new digital systems. Please contact us and one of our digital experts will be happy to help. 3.3 Minimum contract period Nine23 s MDM is available on a minimum 12 month contract. Longer contracts periods can benefit from reduced operating costs, please contact us to discuss your requirements. 3.4 Trial option Nine23 s MDM can be trialled free of charge for a 30-day no obligation period for up to 10 users. Please contact us to discuss your requirements. 3.5 Termination There are no administration costs for terminating the Nine23 MDM. Each party may terminate the service by giving the other a minimum 30 days written notice. 3.6 Financial recompense Financial recompense for not meeting service levels is not offered as standard by Nine23. Please contact us for further details. 3.7 Service constraints User interface customisation Nine23 s MDM administrator portal can be custom branded using artwork either supplied by the customer or designed by Nine23. Additional charges may apply for bespoke branding Service integration Nine23 s MDM is designed to work standalone or as part of an integrated solution alongside Mobile Application Management (MAM) and a document management system (DMS). Please see Nine23 s Managed Mobility as a Service (MMaaS) listing in the G-Cloud catalogue or contact us for more information on using MDM as part of an integrated service alongside these other systems. Nine23 works with the customer to ensure that MDM is fully integrated into their existing system and will notify them of any potential shortcomings and advise on suitable solutions.

8 3.7.3 Maintenance and lifecycle management Nine23 s MDM will be provided with regular updates to ensure support for the latest operating systems. Users will be given 7 days notice where possible, and updates will be outside of core operating hours of 0700 to 1900 UK time. To ensure your MDM runs as efficiently as possibly it is strongly recommended that customers have a solid lifecycle management process in place to handle all software and hardware updates. Outdated devices are prone to higher failure rates increasing tech support time and costs for the customer, therefore we will be unable to guarantee legacy support for outdated systems although if it is required then please contact us to discuss the potential and options. Nine23 s MMaaS (Managed Mobility as a Service) helps customers with their lifecycle management ensuring software and hardware is up to date. Please contact us for more information. 3.8 Data restoration / Service migration Nine23 have a proven transition process for the recovery of data from existing environments and migration to new services along with mechanisms for the migration of services from existing environments to our MDM service. We will work with customers to ensure minimal service loss during the transition. 3.9 Customer responsibilities Nine23 provide our MDM as a fully managed service, or user managed depending on customer preference. For a managed service it is the customer s responsibility to provide Nine23 with the relevant settings, policies and update schedule as agreed Ordering and invoicing process Please contact us for a quote via or by phone Orders are processed on receipt of a purchase order. Prior to commencement of any work ordered via the G-Cloud framework, Nine23 requires customer acceptance of the order and also completion of a Call-Off Contract. Customers are invoiced on a monthly basis or according to agreed milestones. 4 Support Services 4.1 Training Nine23 provide options for both online and on premise training in the following areas: Device provisioning Full systems administration MDM user level training Each training module delivered is tailored for the customers bespoke requirements.

9 4.2 Support service level agreement Nine23 will assign each customer a Service Manager who will be available to discuss requirements, give advice and deal with support queries when they arise. Each Customer will nominate a representative or set of representatives who will have been trained by Nine23 and have full administrator privileges in order to trouble shoot the system effectively Scope of service support During the contract term Nine23 will provide Service Support to the customer s trained system administrators during normal UK business working hours. Service Support covers incident reporting and resolution, advice and other service requests. It does not cover the following services: Design changes to device agent branding or UI. API or other development work If required these services can be provided subject to additional charges. Please contact us for details Service support procedure If the customer experiences issues or needs advice they should first check the general support information that is available to them in order to try to troubleshoot the issue themselves. If further assistance is required a nominated customer representative may issue a Support Request via their assigned Service Manager, or by ing if their service manager is unavailable Support escalation procedure Once an issue has been reported to a Service Manager he or she will attempt to resolve it with the customer as quickly as possible. Some issues may need to be escalated to the development team for an investigation, in which case the Service Manager will handle the escalation based on its severity and impact on service Further information All support queries or requests should be made via a customers assigned Service Manager. If they are unavailable then please and another member of our support team will be in touch. For urgent service delivery issues then calls can be made to the service desk on (+44) between 09:00 and 17:030 Monday to Friday.

10 5 Information Assurance 5.1 Impact Levels Accreditation to IL 3 can be provided on request but will involve additional costs and time depending on customers requirements. 5.2 ISO accreditation Nine23 Ltd do not currently hold an ISO27001 certificate for this service. 5.3 Other accreditations Nine23 Ltd hold various tactical partnerships and accreditations to enable us to delivery services as efficiently as possible including a Symantec Mobility Specialisation. Nine23 Ltd are accredited with ISO9001 Standards for our quality management systems. 6 Cloud Hosting Infrastructure 6.1 Back-up and disaster recovery Nine23 will provide disk to disk backup of all current data for all managed services. This data is held for 30 days. Nine23 will work with customers on an individual basis to define the best disaster recover strategy.

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