Statement of Work. Catapult Systems. The Microsoft Consulting Co. May 6, This document was developed specifically far Williamson County.

Transcription

1 The Microsoft Consulting Co Exchange to Exchange Online Statement of Work For Williamson County May 6, 2015 This document was developed specifically far Williamson County. The concepts and methodologies contained herein are proprietary to Catapult Systems U.C. Duplication, reproduction or ' 'outre of information in this document without the express, emission acatapult Systems UC. is prohibited.

2 "catapult Systems '* "'t fhe MicrosoftCunsuitfng Compifiy '" ' '.\ & Contents 1. Engagement Overview Obective Success Criteria Solution Concept Scope of Work Catapult Scope Client Participation Out of Scope Activity Plan Deliverables Estimating Assumptions 8 3. Delivery Approach Staffing Status Reporting Approving Deliverables Change Management Professional Service Fees Travel and Expense Reimbursement Terms and Conditions Acceptance 12 May 6, 2015 Client Confidential p. 2 of 12

3 'catapult Systems ^! i he Microsoft CoHsuitmg Company "- ;'..,, 1. Engagement Overview 1.1 Obective Williamson County (Client) has engaged Catapult Systems (Catapult) to provide infrastructure consulting services to assist with the planning, design, deployment, and migration of their users from On Premises Exchange to Office 365 Exchange Online. Catapult will be responsible for migrating , contacts, and calendar information for approximately 25 users to Exchange Online. 1.2 Success Criteria This engagement will be successful when: User Communication Plan and timeline have been agreed upon and executed accordingly Knowledge Transfer will be presented in a side-by-side format and will be focused on core support and operations required to successfully manage Office 365. Test cases have been approved by Client and successfully executed by Catapult Up to 25 mailboxes are migrated from Exchange on-premises to Office 365 including , calendars, and server-side contacts All users (Kl for OWA & Mobile, Gl & G3 for OWA, Mobile and Outlook) who are part of the pilot migration group are able to access their , calendars, and contacts in Outlook Web Access (OWA), Mobile Devices, Tablets, and full version of Outlook All deliverables have been reviewed and approved by Client 1.3 Soiution Concept Office 365 provides two distinct authentication methods that integrate with Active Directory. The first method involves synchronizing passwords with Active Directory using the Directory Synchronization tool provided by Microsoft. This method is called "same sign-on," which requires users to enter their credentials into Office 365 after logging onto their domain-oined PC. The benefit of same sign-on is that users may enter the same credentials as their regular Active Directory domain login and a separate username and password is not required. The second method is called single sign-on, which does not require users to re-enter their credentials after login to a domain-oined machine. Single sign-on requires the Active Directory Federation services in addition to the Directory Synchronization tool. Users whose computers are not oined to the domain or otherwise do not authenticate to Active Directory upon login will need to enter their credentials to access Office 365 regardless of whether same sign-on or single sign-on are configured. May 6, 2.01S Client Conficentia! p. 3 of 12

4 "catapult Systems! re,mkrikoft Consulting Company "W. Catapult will implement/configure a DirSync solution for same sign-on. 2. Scope of Work 2.1 Catapult Scope The Catapult team is responsible for the following work items to complete this engagement: 1. Proect Kickoff Meeting 2. Create proect plan and schedule 3. Facilitate solution alignment workshop and design session 4. Develop and deliver migration design documentation and test cases 5. Confirm creation of Office 365 tenant and validate domain(s) 6. Install / Configure one (1) DirSync server a. Catapult will synchronize Active Directory passwords to the Office 365 cloud 7. Install / Configure Exchange hybrid server, if applicable to agreed-upon design. Configure Exchange hybrid for co-existence with Office Perform client access cutover from Exchange on-premise to Exchange Hybrid server, if required. 9. Configure mail routing to support Office Configure Free/Busy and Global address list from Cloud to On-Premise 11. Assist with remediation and preparation for full scale deployment including: a. Modification or remediation of active directory obects including depreciated values, duplicate obects. b. Ensure that and User Principal Name (UPN) suffixes match c. Any other items identified by the Office 365 readiness utility as potential issues with Office 365 integration 12. Provide step-by-step documentation on the following (to be deployed to SharePoint Online using basic Catapult template, or may be provided as Word documents): a. How to perform the basic steps users must take prior to the migration: i. Clearing out deleted items ii. Searching for and removing large mail items iii. Updating mobile device operating systems b. What to expect on migration day i. How to know if you've been migrated ii. Reconfiguring your mobile phone (iphone/ipad, Windows Phone, and Android) iii. Configuring Microsoft Outlook clients to connect to Office 365 (Outlook 2010, Outlook 2013, Outlook 2011 for Mac) iv. Logging into Outlook Web App v. Managing spam in Office 365 for End Users (to be provided only if Exchange Online Protection will be used) c. Provide suggested end user communication schedule and timeline d. Provide up to five sample communication suggestions for end user communication at each point in the proect 13. Migrate pilot group of up to 180 users to Office 365 May 6, 201S Client Confidential p. 4 of 12

5 ,Vv.;>i:Wr;;.'-v."%v>.Vv;-,'-!?.*'' 'i'fi' -.V--f;v '>'V;^::».-«-:s;?;»:'«-."«y'-v;»./>-;i'.*v Catapult Systems tt.w-iv-fe' a. Execute approved test plan and test cases b. Pilot post-mortem meeting c. Make updates to test plan and test cases, as required 14. Document the implemented solution in an As-Built Document 15. Perform general knowledge transfer to Client IT staff 16. Support escalation of issues from Client IT support team for a period of one week following the pilot migration; Catapult will provide a list of information to gather prior to escalation 17. Proect Closure and Acceptance 2.2 Ciient Participation The Client team will participate in this engagement as follows: 1. Provision the equipment necessary for deployment (e.g. hardware, virtual machines and operating systems in Amazon EC2, Azure, or in Datacenter, load-balancers, and operating systems) 2. Provide list of applications that interface with current Exchange on-premises environment (e.g. SMTP relays, voic integration, IMAP/POP usage, etc.) 3. Migration of SMTP relays from Exchange on-premises 4. Client will provide a list of SMTP domains that must be accepted by Office Provide list of "VIP" users and their assistants or calendar managers, as applicable to pilot migration 6. Request and approve all change management tickets in Client environment 7. Apply necessary patches to client workstations. Client will make sure all users have Microsoft Office 2010 SP2 or later and all subsequent patches, hotfixes, and updates prior to the pilot migration. 8. Provide an Active Directory Enterprise administrator account for the one-time installation of DirSync tool 9. Perform changes to internal and external DNS, as required 10. Desktop troubleshooting process as it relates to installation or configuration of desktop productivity software (e.g. Office 2010 or Office 2013) 11. Resolution of basic tickets which may be resolved by following end user adoption instructions provided by Catapult are Client's responsibility. 12. Assist with identification of high risk users: a. Users with items larger than 35MB in their Exchange mailbox. Includes calendars, contacts, tasks, notes and . Client is responsible for the management and strategy for dealing with large items. Catapult can provide guidance where needed. b. Identify users with large numbers of items in top level folders c. Identify users with large numbers of folders (>1000) d. Identify users with large numbers of recoverable items 2.3 Out of Scope The following items should be considered with respect to the overall client obective, but are not planned for this engagement: May 6, Client: Confidential p. 5 of 12

6 1. Migration of local or cloud-located documents and data to other mediums (migration to OneDrive or SharePoint may be added as a phase 2 of this proect, if desired) 2. Voic service integration 3. Migration of Exchange public folders 4. Installation of firmware or operating systems on mobile devices 5. Patching of desktop clients such as Outlook 6. Blackberry device migration 7. Any items not specifically mentioned as in scope May 6, client Confidential p. 6 of 12

7 Catapult Systems The Mkrusoft Cnnsuitmi) Comp.H.y 2.4 Activity Plan The table below summarizes the work activities planned for the completion of this engagement. Based on our current work estimates and staffing approach, we expect a total duration of approximately three through four weeks. The durations are not meant to be 100% accurate and should serve as a guide to the order of Tasks and estimates of time. \ Task [ Duration Exchange On-Premises to 0365 Exchange Online I Envisioning ; Kk \ Proect schedule review ; C; "ap.i -system ; ccess and rights confsgun <J First communication to end users sent \ 3 days! X> e Exit Ps ; : 1 [ )f1 me ting i 1 ] i,! 5 days sch, '«!e y -oved Planning ; ]. iei mdi om nun i, >n to end users v- t I Validate networking and firewall configuration \ Dete-ro;necurrent workfli wand «-. '!< ".; \l 1 Gather information on conference rooms, distribution groups, shared I mailboxes, and calendar delegates i Evaluate existing environment for 0365 readiness and perform health check Develop, review and approve Office365 design document, test plan, and test cases v ;i> ;e ix'.v Design, est plan, and test caies approve \ IV Developing 5 days ; Third i ommunk ':' n t \ Installation and configuration of DirSync and ADFS rest inti >; atfbn with.(:-t;,< \ Installation of Exchange hybrid server (optional) ; end Migration manfloa' and client access cutover {after-hours., will require DNS! sen : en!. h-bn I :-: M'S' <;fei)gesl.,;. ' ; '.'. '<' -y-^.,'- : :":'':.:'' ' ' y ::['X-''. V;'' ;'"; ;;,'-. '': : ][ :".'.: ry;zy^:-y'yy'yy.,\y:vy ^y,':::'/' : I Pre-staging of mail data from Google Mail to Office 365 -; Fourths irnmunicath nto< nd users sent [ Phase exit: Pre-staging of mail data complete ; ;.,,.:i1' ; '' '' -,'.-"... -J I 1! Deploying Final communication to end users sent Execute te?t plan and test cases, remediate any issues (same night as cut-over. { Migrate pilot users to Office 365 i Pilot. lit \ l '.;' /,:;".;.,;;":.-}.-. ation.- K nior - ; >. Phase Exit: pilot users migrated and connected via OWA v;< iiii? : May6, i i< s. ys Post-implementation support (issue escalation support) Client: Confidential p. 7 of 1.2

8 The Mkrosoff Cmssuitini) Comply Task ' " ' " " Ofrite3< 5 as-buiit walkthrough Side-by-side administrator training I Duration 1 ' 1 Stabilization Phase Exit: Office365 As-Built Document approved Closure and Acceptance Proect status review and approval of Proect Closure Report lday 2.5 Deliverables This engagement will produce the following deliverables: # Deliverable Description 1. Proect Schedule Includes Proect Schedule, Milestone timeline, and a weekly.; status report and status meeting Migration Design Describes roles and responsibilities, migration process, technical and Test Cases! implementation design, testing plan, and test cases. Includes 25 i user pilot migration. End User, Set of material to guide end users in tasks to perform before Adoption '. the migration and sets expectations for migration day. Includes Material. suggested end user conn unicatlon schedule and tfmeitne upg; ide instructions as described in ; pe section, as,v IS a i acomn «ndations -» comr n u'catton content As-Built f Outlines a high level design of the solution deployed and Document ongoing administration needs. Also includes one week (5 eight [ hour business days) of post deployment support 2.6 Estimating Assumptions The overall scope and related work estimates for this engagement were developed based on the following assumptions. Material changes to these assumptions may impact the estimated effort, schedule and fees associated with completing the work. 1. The scope, approach, and deliverables for this initiative are based on our current understanding of the work required to complete the obective. 2. Catapult will provide materials to assist in end user adoption and training. However, Client will be responsible for all distribution and communication of these materials to end users. This includes but is not limited to distribution of the communications with end users about the deployment timing, pre-requisites, and training steps to take before and after the migration occurs. 3. Information provided in Client documents and statements prior to this Statement of Work is assumed to be an accurate representation of the respective subect matter. 4. Client key stakeholders will be readily accessible for key decision making throughout the course of the initiative. May 6, Client Confidential p. 8 of 12

9 11k MkriKoff Comuitmi) C<>mp.>!<v ppsil 5. Data migration speeds are limited by Client's or Microsoft's bandwidth as well as Microsoft throttling of the Office 365 connection. Catapult will make a best effort to mitigate the risk to the proect schedule by predicting transfer speeds during the pilot migration, but cannot control transfer rates. Occasionally, throttling can cause changes to the proect schedule and result in a change request. Microsoft estimates speeds of single mailbox move throughput is in the GB/hour range, with concurrent moves achieving higher cumulative rates. More information may be found at 6. The Catapult team may perform portions of the work either on site or off site, depending on the nature of each task. 7. Hardware and software costs that may be required to complete this engagement are not included in this Statement of Work. 8. Knowledge transfer will take place during the deployment. 9. Office 365/Lync does not support the Outlook 2003 client. 10. Office 365 clients and operating systems are fully patched to the latest version. 11. Client will be the first responders for client issues and will escalate to Catapult as necessary. 3. Delivery Approach 3.1 Staffing Key Catapult roles for this engagement are described below: r Role Sr. Solution Architect Proect Manager Responsibilities Responsible for proect design snd implementation ; Ian Creates test plan and test cases Perfon s data migratis n Generates documentation per contract Assists ith issue - c iation Serve as escalation point for customer needs Deliver weekly status reports Manages Proect Schedule 3.2 Status Reporting The Catapult team will prepare a weekly status report that captures relevant details related to work progress and any issues that require management attention. The status report will also include budget and schedule tracking information. This status report will be provided by the Catapult Proect Manager or Delivery Manager and presented formally in a virtual or onsite status meeting. May 6, Client: Confidential p. 9 of 12

10 fhemivrosoff Consulting Comp.s<iy 3.3 Approving Deliverables The Catapult and Client teams will ointly execute a deliverable review process as defined in the diagram below. CatapuitTeam deliverable to the Client te \m Client revlevw the '., ble a id provides feedback.: i atapulf r< vise: ;>>t ;. live able in i re-..:'<! >lts C!w»>t approves deliverable. : -Within 3 business days- -Within 2 business days- The effort estimates in this Statement of Work account for one iteration of the approval process shown here. If during the engagement Client requires more iterations of this process, the Catapult proect lead will evaluate the related impact on budget and schedule and execute the change management process as appropriate. 3.4 Change Management Either Catapult or Client may initiate a change request when some change or event has occurred that may impact the scope of the engagement. Catapult will prepare formal documentation that includes description of the change with estimated implementation effort and impact to schedule and budget. Client can choose to approve or deny the change request. Catapult will not proceed with work related to the change request until Client has issued formal approval. Some examples of events that can cause a change request include the following: Change in Technical Scope - Client decides to include new functionality or capabilities not identified in the initial scope and related work estimates. Change in Scope of Work - Client requests Catapult perform work activities or produce deliverables not originally assigned to the Catapult team. Change in Approach - Material changes in the work approach due to circumstances outside the control of the engagement team (some examples include: Client team members not available as planned, delays in Client tasks or responsibilities, equipment not available as planned). May6, 2015 Client Confidential p. 10 of 12

11 " 4. Professional Service Fees Catapult Systems will provide the services defined in this Arrangement on a time and materials basis at an hourly rate of $167. Based on the hourly rate and expected duration of three to four weeks and with 10% Proect Management included, we recommend a minimum budget of $22,044 - $29,392 (see details in table below) Hours Low Hours High Rate Estimate Low Estimate High Sr. Solution Architect Proect Manager.. Total. -'', ' $167 $167 $20,040 $2,004 $26,720 $2,672 ".$temi / : " Although Catapult Systems strives to provide accurate estimates, sometimes requirements change, scope matures, or issues arise beyond the client or Catapult Systems control. Due to this we advise our clients to include an additional 15% - 20% in internal budgetary estimates in case of future change requests. The Change Management process is detailed in Section Travel and Expense Reimbursement By mutual agreement between Client and Catapult Systems, if this engagement requires travel, expenses and receipts will be submitted on an invoice payable by Client. All anticipated travel expenses must be pre-approved in writing by the Client. Travel expense reimbursement will be provided in accordance with Williamson County Vendor Reimbursement Policy - Version Terms and Conditions This SOW is subect to the terms and conditions of the Department of Information Resources Contract DIR-SDD Any additional Services Contract for Williamson County will be in addition to our DIR Agreement Capitalized terms not defined in this SOW shall have the meaning ascribed to them in the Agreement. To the extent that there is any conflict between this SOW and the PO, this SOW shall prevail. If signature is not obtained within 90 days of the date the SOW was sent to the Client the pricing and terms of this SOW may be subect to change. The term of this SOW is effective beginning upon full execution. We will schedule the physical and personnel resources as soon as we have received acceptance of this arrangement. May6, 2.01S Client Confidential p. 11 of 12

12 iiiiiiliii BiiifSSI WiSfemsen Coi-nty 7. Acceptance i TITLE i TITLE ^ i Manager; Austin I f DATE Please acknowledge acceptance of this Agreement forprofes^tona! Serves with signature above. Once signed; or deliver the gftt/re agreement to my attention. Michael Keninedy Senior Account Executive, Catapult Systems Direct Celt 1221SMoPacExpy Thcee Barton Skyway Suite 35tt Austin, TX f>! 7,2015 Client Confidentla! B U '