Clarizen - Project Management SaaS

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1 Clarizen - Project Management SaaS G-Cloud Service 1

2 1.An overview of the G-Cloud Service Clarizen is an entirely cloud based project & resource management solution. It offers a comprehensive set of features including resource, risk and issue management, making it an ideal system for organisations of any size. Its core functionality, summarised in the table below, includes Project planning, Resource, risk, issue and budget management systems. Once a project has been planned, allocated resources can track time and allocate expenses against it, updating the progress of tasks and the budget status automatically. It is offered here as a service supplied to the customer by Arcus Global Limited, an authorised reseller of the Clarizen application. It is available to all types of customers including public sector bodies and other 3rd party organisations. Feature Advanced Inter-Dependencies Description A project or task within it can be set to be dependent on the completion of another project's deliverables. Automatic Notifications Project Managers and Resources can receive notifications via whenever a project or task within it is in danger of going off track or over budget. Budgeting As projects are planned and executed their budget status is automatically updated and can be monitored and reported against. Project Baseline A project baseline, created prior to a project going live allows estimated task and budget scheduling to be readily compared with actuals. Gantt Charts Gantt Charts are available for all projects and live charts can be shared by embedding in a web page or via . Document Management Documents can be attached to projects and tasks within them either by uploading the document or by uploading a link to its location on a shared drive or some other repository such as Google Docs. 2

3 Multi-Project Management Complex projects such as organisation-wide transformation programs which encapsulate many projects are supported, as multiple projects can be contained within each other with cross linked dependencies. Project Indicators All tasks, milestones and sub-projects for a project have visual indicators representing task scheduling, budget and progress status. Project Roadmap A project roadmap is provided which gives a high level overview of the live project status and can be shared to external users if desired. Project Templates Project templates can be defined by the user and used to create new projects with predefined tasks & milestones as well as resource allocations and other properties. Scheduling As resources are assigned to tasks and dependencies are created the application will schedule the expected completion dates of work packages and warn of scheduling conflicts. Task Management A separate task management view is available to users showing all tasks that they are involved with across projects. Time Tracking As resources are allocated to tasks, the tasks will become available for them to report time against. After the reported time is approved by a project or line manager it can be set to automatically update the progress of that task and its budget use. Personal Calendars All resources have personal calendars which can be used to book periods of absence. Personal calendars also support resources who work reduced hours or flexitime. Resource Management The resource load can be monitored on each resource and reports can be run to identify potential or actual resource overload. Reporting A large number of best practice reports is provided with the system and a report builder tool is available to allow new reports to be generated. Reports can be displayed on screen or downloaded/ ed as excel documents. Clarizen publish their internal development roadmap here: 3

4 Integration Features Clarizen Supports a number of integrations out of the box and has a full published API to enable additional integrations to be developed if required. Current supported integrations include: Integration Description Outlook Integration Clarizen s Outlook add-on allows you to create new tasks to existing projects and assign tasks to your resources directly from within your . The body of the will be attached directly into the newly created task as a note, allowing your team to get a full overview of what is expected of them. This is especially useful for meeting summaries and distributing Action Items. ical All Clarizen calendars can be exported in ical format and embedded into applications such as MS Outlook or Google Calendar to give live visibility of resource task loads within 3rd party calendar tools. Salesforce Salesforce.com users can create and view the progress of both projects and issues directly from Salesforce.com while staying connected with the Clarizen Today window Google Docs The Google Docs integration improves Clarizen's collaboration capabilities by giving you the ability to link existing Google docs or create new documents and easily manage your sharing with the rest of your team through Clarizen. Customisations Clarizen supports a large number of customisations. Some of the key areas which can be customised within the application include: Integration Custom Fields Description You are able to define any type of custom field that you need to any class: textual, pick list, dates, currencies, numeric, time effort, reference to other object and more. Each of these field types can be set to be manually entered by the user or based on a simple or an advanced formula. 4

5 Workflow Rules Custom workflow rules can be defined to harmonise Clarizen with specific business processes within your organisation. For example automatically numbering projects in a particular fashion. Validation Rules Validation rules can be used to support business process and preserve data quality. For example a validation rule could be created that requires users to provide a reason for any overtime they book to a project. API Support As well as the integrations described above, a full API toolset has been published that allows authenticated 3rd party services to access, extract and manipulate data within Clarizen. The API is documented in the developer section of Clarizen s website ( A full user guide is also available from this location. Arcus is experienced at utilising the Clarizen API toolkit to provide additional tools or further levels of customisation. We have worked with local government customers, designing tools to upload legacy timesheet data into Clarizen and to export live data from Clarizen to provide a management overview visualisation tailored for our local government customers. Arcus is happy to customise solutions in accordance with customer requirements, but this is generally subject to a separate quotation. Excepted from this is customer specific branding, which is generally included in the initial deployment. Arcus can also provide training and support to the customer enabling them to carry out their own customisations, as described in the training section. Open Standards Supported and Documented Clarizen supports the use of open standards with regards to importing and exporting data. In particular, Clarizen utilises open data standards for Project, Calendar and User data as described below: Project data can be imported and exported as xml files, this includes all tasks, calendar information and resource allocation information associated with the project. Calendars including project, resources and the organisation calendar can be 5

6 exported as an ical feed the standard method for sharing internet calendars compatible with many applications including Microsoft Outlook, Google Calendar, Apple ical and many other calendar systems. User details can be imported via the open csv format (as well as the commonly used MS excel data formats), allowing bulk import of users. The published and documented API allows customised exports of data to be created and defined by the customer allowing virtually all data stored within Clarizen to be exported into many different data formats, to integrate with other databases and applications. Arcus has experience in using this API to integrate with specific legacy systems and is happy to discuss creation of specific customer focused integrations, subject to a separate quotation. This service is compliant with Information Principles set out by the Cabinet Office, with all data fully extractable in a variety of linked formats at no cost. Being a multi-tenanted, cost effective SaaS application, with fully elastic pricing and no commitment, Zoho is fully supporting of the UK Government ICT Strategy. 2.Information assurance As Clarizen is based in the US it does not hold IL certification. However, as noted below, it is stored in Tier 1 location in California which is SAS 70 Type II certified. Clarizen complies with the US-EU Safe Harbour Framework, as detailed below. Safe Harbour Data Storage (The below is available from Clarizen s website Clarizen complies with the U.S.-EU Safe Harbour Framework and the U.S.-Swiss Safe Harbour Framework, satisfying its obligations under the EU Directive on Data Protection, Swiss data protection law, and PIPEDA. Clarizen has certified that it adheres to the Safe Harbour Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the U.S. Department of Commerce Safe Harbour program please visit In so doing, Clarizen adopts the following principles from the Safe Harbour program: 1. Clarizen may collect certain Sensitive Personal Information from and about individuals which can be identified with such specific individual, including without limitation, the contact and financial information mentioned above. You understand and agree that Clarizen may forward such information on as appropriate and permitted by 6

7 law. If you provide such Sensitive Personal Information, you cannot opt out of any lawful request for said information from law enforcement agencies or prevent Communispace from providing such information as otherwise required by law. Further, in certain rare instances, we may disclose your Sensitive Personal Information as deemed necessary to identify, contact or bring legal action against those who may be causing you harm, or to Clarizen or others. 2. Anyone who submits Sensitive Personal Information to Clarizen may choose to not have any of their Sensitive Personal Information submitted or transferred to third parties in accordance with the terms of this Policy. If you do not wish for your Sensitive Personal Information to be disclosed, please let us know by contacting: Erez Freibach who will cease any distribution of your Sensitive Personal Information within a reasonable time after receiving your request. 3. Clarizen will only collect Sensitive Personal Information if you submit such Sensitive Personal Information. Such Sensitive Personal Information will only be used by Clarizen as appropriate. If you do not want us to collect and use Sensitive Personal Information, please do not submit such type of Sensitive Personal Information to us. 4. By submitting Sensitive Personal Information and checking the appropriate box consenting to the use and transfer of Sensitive Personal Information in accordance with this Policy, you authorize certain Sensitive Personal Information data transfer to others ("Transfer Recipients") for use by Transfer Recipients. Transfer Recipients may not necessarily be in the European Union, Canada or countries which have been deemed by the European Union and/or Canada to have "adequate" data protection laws, and may be in territories like the United States where an equivalent level of data protection is not granted. Clarizen will contract with Transfer Recipients to abide by privacy terms for otherwise non compliant entities. 5. Clarizen has implemented security measures to ensure the privacy of your Sensitive Personal Information, and believes that such security measures provide reasonable precautions against the unauthorized access, disclosure, alteration or destruction of Sensitive Personal Information Clarizen collects. 6. Clarizen believes that it collects only such Sensitive Personal Information which is required for Clarizen to provide services for or fulfil its contractual obligations, and therefore only collects or processes Sensitive Personal Information which is required for Clarizen to provide services for or to fulfil its contractual obligations. 7. Clarizen will make a good faith attempt to allow you to view your Sensitive Personal Information to the extent required by applicable regulations. Clarizen may make certain Sensitive Personal Information available on-line for inspection by the individual associated with such Sensitive Personal Information, including containing information about how to request any corrections or deletions of any erroneous Sensitive Personal 7

8 Information. You can also review your Sensitive Personal Information by contacting: Erez Freibach who will make all corrections and/or deletions of erroneous Sensitive Personal Information brought to its attention within a reasonable time period and as required by applicable data privacy regulations. 8. Clarizen will regularly review its policies and practices to determine its continued compliance with the requirements of the Safe Harbour program, PIPEDA and the terms of this privacy policy. Clarizen designates the European Data Protection Authorities and JAMS to refer unresolved Safe Harbour-related privacy complaints. 3.Backup/restore and disaster recovery Clarizen primary servers are hosted at a Tier 1 location in California. The facility is SAS 70 Type II certified. To protect customers data, ensure service reliability and availability Clarizen utilizes two mirrored data centres. The entire data is replicated in real time to a disaster recovery and backup site, hosted on a secured facility on the East Coast of the United States. As detailed in section 2 of this document Clarizen complies with the U.S.-EU Safe Harbour Framework. 4.On-boarding and Off-boarding processes/scope etc. On-boarding Arcus uses a three-phase approach to the on-boarding process. This process has been developed internally but also utilises best practice techniques from a number of industries. The result is a robust, agile and rapid approach to implementations, irrespective of the underlying technologies. Data migration into the new environment is achieved using matured and supported techniques appropriate to the technology in question. Taking this approach ensures that we concentrate on issues that affect the business rather than being distracted by technical complexities of the process. The three phases are categorised as follows: 1. The Discovery phase allows both parties to explore and document the current landscape and prepare for a controlled pilot deployment as the second phase. Artefacts from each discipline within this phase provide supporting documentation for approval / sign-off to move to the next stage. 2. The Pilot phase is a controlled test of a subset of the new implementation using 8

9 a carefully-selected pilot user base. Controlled tests are carried out against the test plan created and approved in the Discovery phase. Output from this second phase provides supporting documentation for approval / sign-off to progress to the final Deployment phase. Should approval not be achieved, a reverse process will be undertaken to revert to the configuration as documented at the end of the Discovery phase. This, essentially, is an abstraction of the generic off-boarding process outlined later in this document. 3. The Deployment phase is ostensibly a duplication of the Pilot phase to the entire organisation, with additional training, hands-on support and guidance for Service Desk staff. After an agreed period, artefacts from each discipline are used as documentation for the project as a whole. Off-boarding Ostensibly the off-boarding process uses techniques from the above on-boarding steps in reverse order so the approach to the entire activity is familiar to the customer. Additional steps will be introduced as required. 5.Service management details Technical Boundaries The Clarizen service, comprising all data stored and the application itself, is entirely hosted on a remote data centre and delivered via a secure internet session to end users internet browsers. The technical boundary of the service includes all aspects of it that are running on the remote data centre, the disaster recovery data centre, which contains a full copy of the environment and the secure copying procedure between the two data centres. It does not include the delivery of the service via the internet or its delivery via the customers corporate network to end users PCs. The figure below depicts the technical boundary of the service. 9

10 Support Boundary Clarizen Support includes all issues resulting from any faults with the system within the technical boundary as well as additional help and support to end users relating to how application features and troubleshooting. While Clarizen and Arcus will endeavour to assist customers with issues resulting from access to the Clarizen service being limited as a result of security controls on corporate firewalls, we cannot guarantee that we will be able to solve these issues if they result from configuration issues with the firewalls themselves. Infrastructure Clarizen ensures all communications going to and coming from its servers are secure. Clarizen utilizes a multi-tiered network security infrastructure to prevent security violations. Data encryption is employed to ensure your data is kept private and secure. Multiple firewalls and network scanners further secure all access to servers and prevent hacking. Clarizen regularly performs penetration testing and deploys the latest security updates to guarantee the system is always protected against new threats. Application Firewalls further protect the system by preventing any malicious activity within the application. Clarizen uses complex algorithms to make sure that the application is not manipulated in any way that may cause harm to your data. Additional mechanisms such as anti-virus and application monitoring are put in place to protect against malicious hacking attempts. Clarizen s project management service is constantly monitored to make sure that any out of the ordinary activities or failures are immediately reported. Several alert mechanisms are in place to escalate any such occurrences. 10

11 Clarizen also undergoes on-going penetration testing audits by multiple credible third party security testing firms. Backup is performed in a multi layered fashion having both local and off-site backups running at all times. The offsite backup is kept at Clarizen s disaster recovery site. User Authorization and Roles Each user has a unique username and password that must be entered at the start of each Clarizen session. All passwords are stored in encrypted MD-5 hash format. Clarizen secures user IDs, passwords and other user information such that they are never jeopardized. Clarizen s role and authorization mechanisms ensure that data access and user actions can be limited by each user s role in each project. Project managers have the capability to assign roles in their projects to specific users and grant them permissions as required. 6.Service constraints Clarizen s live service status can be seen here: Downtime as a result of Service Upgrade Clarizen have very limited downtimes for services and mainly in cases of major releases launches (typically following a 4-6 month release cycle). All such planned downtime occurs entirely outside of working hours, typically during the weekend. Advanced notice is always given of any planned downtime. Level Of Customisation Permitted Within the Application Clarizen permits an extensive level of customisation. The account admin can customize almost every entity in the system including the following customizations: custom fields (including complex rollup summary fields to surmise data) workflow rules scheduled workflow rules validation rules custom action (kind of attached macro to entity). In addition, Clarizen includes a unique patent pending feature which calls interact. This 11

12 feature enables triggered event to be executed on every entity in the system. Finally a full API is exposed and documented, which allows further levels of customisation to be developed. The customer is free to use this API to implement further significant customisations. The level of customization is based on the licensing type. Clarizen has 3 levels of licensing, as discussed in the service definition, professional, enterprise and unlimited. The number of allowed customizations is based on the type of licensing. Additional Customisation Provision Arcus is experienced at utilising the Clarizen API toolkit to provide additional tools or further levels of customisation. We have worked with local government customers, designing tools to upload legacy timesheet data into Clarizen and to export live data from Clarizen to provide a management overview visualisation tailored for our local government customers. Arcus is happy to customise solutions in accordance with customer requirements, but this is generally subject to a separate quotation. Excepted from this is customer specific branding, which is generally included in the initial deployment. Arcus can also provide training and support to the customer enabling them to carry out their own customisations, as described in the training section. 7.Service Levels As a SaaS company Clarizen has support team available 24x7x365. Clarizen have 2 hosting sites, US based with full redundancy and fault tolerant strategy. Clarizen are SaaS 70 compliant. Clarizen have support teams located both in the US and in EMEA giving the ability to be available 24 hours to all time zones. They have an SLA of 24 hours both in most cases all support tickets are answered within several hours. Every Clarizen customer is assigned a technical account manager in charge of the full success of his assigned account. Service Agreement offered by Clarizen As customers of the G-cloud service will be typically purchasing licenses from Clarizen directly the service that they receive will be guaranteed by the Master-Service Agreement offered by Clarizen. The below points detail Clarizen s obligation to the customer to provide a service with a greater than 99% availability. The full Master-Service agreement is available online. 12

13 ( 4.1 Our Responsibilities We shall: (i) provide to You Our Basic Support for the Purchased Services at no additional charge, and/or upgraded support if purchased separately, (ii) use commercially reasonable efforts to make the Purchased Services available 24 hours a day, 7 days a week, on a 99% availability basis, except for: (a) planned downtime (of which We shall give You a prior notice via the Purchased Services). We shall use commercially reasonable effort to ensure that such downtime interference to the Purchased Services would be as minimal as possible, or (b) any unavailability caused by circumstances beyond Our reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Our employees), or Internet service provider failures or delays, and (iii) provide the Purchased Services only in accordance with applicable laws and government regulations Our Warranties We warrant that (i) to the best of Our knowledge, the Service and the Site do not, and during the term of Service, will not, infringe, violate or misappropriate any third party's intellectual property (including copyrights, patents, trademarks, and trade secrets), privacy, moral, or other personal or proprietary rights and (ii) the Services shall perform materially in accordance with the features and functionalities, as set forth in the Site, For any breach of either such warranty, Your exclusive remedy shall be as provided in Section 13.3 (Termination for Cause) and Section 13.4 (Refund or Payment upon Termination) below. 8.Financial recompense model for not meeting service levels It is always Arcus and our technology partners aim to do everything possible to minimise disruption to services. As we deliver a number of cloud services across multiple lots, our SLAs and applicable compensation varies depending on the service consumed. Arcus operates a robust model for compensating clients where our products fail to meet agreed SLAs. Our policy is to credit the customer with 1 month of free service for all affected accounts. Affected accounts are only those instances of a service that have 13

14 been accessed (or attempted to be accessed) during the outage period. Where the service is charged at a set price for the entire organisation, 1 month s charge will be credited. The above credit is the sole remedy for any outage of the G-Cloud service beyond that set within the SLA. Where a service is supported by a third party that may offer additional benefits, Arcus will make this clear to the Client within this document. Please see section 8 above and the full service agreement offered by Clarizen: ( 9.Training Clarizen Training Resources Clarizen is committed to providing high quality training and support and have an extensive range of online learning resources as well as proving 24*7 customer support via web forms, a designated customer representative and live webinars. Resource Description Link Training Centre A central portal containing Clarizen training resources including video tutorials for all key features of the application en.com/trainingcenter. aspx Wiki The application wiki, providing detailed, up-to-date descriptions of the Clarizen application. m/index.php/welcome Forum A user forum to ask questions and make feature requests. en.com/forums.aspx Webinar Registration Clarizen runs live daily webinars for prospective and current users to learn about the application and have questions answered. m/resources/onlinedem o.aspx Arcus Training & Support In all customer engagements Arcus places a high value on enabling effective knowledge transfer between ourselves and our clients. To facilitate this knowledge transfer we 14

15 encourage customer employees to shadow us during implementation projects. We also prepare learning materials such as user guides and e-learning resources for the products and services that we deploy. Finally we implement a system of training the trainers within customer organisations, often as a precursor to or in conjunction with running pilots. This approach ensures that well in advance of any new system going live the customer has a body of staff who are experienced and confident with the system and have the learning resources available to train and support new users. We have the flexibility to tailor this combination of shadowing during deployment, providing learning resources and running training session to support individual requirements. Our approach with Clarizen is to work hand in hand with an initially small team from the customer organisation to evaluate their needs and to transfer knowledge and experience to that team. Once they have gained sufficient experience and confidence with the system Arcus will support them in expanding the use of the system to the wider organisation. 10. Ordering and invoicing process Please note that this information applies to purchasing the initial licenses for Clarizen, purchasing additional licenses and renewing licenses is covered in Section 7 relating to service pricing and billing. Arcus provides two simple methods for customers to order Clarizen licenses, where licenses can either be purchased via Arcus or directly from Clarizen. The price of the licenses and terms of the service as detailed in this document are unaffected by which method is chosen. Option 1: Customer raises a purchase order for required licenses, submits it to Arcus Global Limited and Arcus will arrange for the licenses to be purchased and supplied to the Customer before submitting an invoice. Typically invoice will be payable 30 days after licences have been purchased, in full for the duration of the licence term. Option 2: The Customer can arrange to purchase license directly from Clarizen using their purchasing portal: From the portal the customer can arrange to purchase the required number of licenses and payment method, Clarizen will immediately make the licenses available and payment will either be made by credit card or by an invoice submitted to the customer 15

16 by Clarizen. Please see section 7 for further details of the costs of licences and the process of purchasing, renewing and cancelling licenses. 11. Termination terms All Arcus Services are subject to simple and unambiguous termination terms: By consumers (i.e. consumption) Services are procured on a recurring monthly or annual basis, and therefore termination requests have to be issued at least 20 working days prior to the start of the following billing period, whether monthly or annually. Arcus will typically process all termination requests within 2 working days and acknowledge the termination of the contract. In all cases, the client will be liable for full payment of services upto the date of termination. Data and other exports will be arranged separately, in accordance with the terms for each service contained in this document. By the Supplier (removal of the G-Cloud Service) The G-Cloud termination terms are agreed within the framework agreement. In general, all services purchased under this framework can continue to be supplied to consumers should the framework be withdrawn by the Supplier. 12. Data restoration / service migration Extracting Data from Clarizen Clarizen offers a comprehensive set of documented tools that can be used to extract data from the service. Customers can use these import/export and reporting tools to return information stored on the system. There are no additional charges associated with using these tools. 16

17 Data which can be exported from this system in this way includes: Project plans including all tasks, dependencies and other metadata as xml (an open data standard). Reports can be used to extract all data relating to users time reported against projects and other details such as holidays etc. These reports can be structured to perform bulk exports of data for multiple users across extended durations. Data returned is typically in the very commonly used MS excel format, readily convertible to csv if required. The fully open and documented API can be used to export all stored data in highly customised formats if required to be integrated into specific third party systems. Arcus is generally happy to provide advice to the customer about how they can perform these data export activities at no charge. Arcus can also utilise the reporting tools and/or API to perform bulk data export operations on behalf of the customer, however this will generally be subject to a separate quotation, typically charged on a time and materials basis as per our_sfia_rate_card. As the amount of stored data and the desired output format will vary between customers we regret that we cannot provide a single fixed price quotation for this work. 13. Consumer responsibilities Arcus places a high priority on making the on-boarding process as easy and painless as possible for our customers. We have a well-defined implementation process that takes our customers from the point of purchase to a fully implemented system. Arcus always aims to minimise the amount of resource required on the customer side, but depending on specific requirements or complexities in the local ICT environment, some customer involvement is to be expected. To ensure a smooth implementation, Arcus assumes the following to be responsibilities of the customer during the software implementation process: Making available the necessary resources to assist in the implementation process, where necessary. Scheduling any necessary meetings and workshops in a timely fashion. Ensuring that adequate network connectivity and bandwidth for the service are available for the end users. Configuring firewalls and other internal ICT equipment in accordance with the solution requirements. Arcus will provide detailed guidance to assist with the 17

18 configuration. Ensuring that adequate browser versions are available to the end user as per the system s technical requirements. Ensuring that all other hardware and software prerequisites are met prior to implementation. Assisting with integration to any third party systems that are required as part of the full solution. If licenses for Clarizen are purchased directly, the consumer is also responsible to Clarizen to comply with their Master-Service Agreement (MSA). The current consumer responsibilities as set out by this agreement are reproduced below. Please note that the online version is the definitive MSA. Your Responsibilities. You shall (i) be responsible for Users' compliance with this Agreement, (ii) be and remain solely responsible for the accuracy, quality, integrity and legality of Your Data and of the means by which You acquired Your Data, (iii) use commercially reasonable efforts to prevent unauthorized access to or use of the Services, and notify Us promptly of any such unauthorized access or use, (iv) be responsible for maintaining the security of the user names and passwords of Your Users using the Service, (v) use the Services only in accordance with applicable laws and government regulations, and (vi) be responsible for all activity under Your Account, including the activity of other Users who have been added to Your Account by You or by another User of the Account (You agree to immediately notify Us of any unauthorized use of the Service or any other breach of security known or suspected by You). You shall not (a) make the Services available to anyone other than Users, (b) sell, resell, rent or lease the Services, (c) use the Services to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third-party privacy rights (including any materials which are illegal, obscene, indecent, defamatory, incites racial or ethnic hatred, violates the rights of others, harms or threatens the safety of Users or others or may otherwise constitute a breach of any applicable law), (d) use the Services to store or transmit Malicious Code, (e) interfere with or disrupt the integrity or performance of the Services or third-party data contained therein, or (f) attempt to gain unauthorized access to the Services or their related systems or networks. 14. Technical requirements As Clarizen is a purely cloud based system it has minimal technical requirements. The 18

19 key requirements relate to users having a suitable browser and the organisation having an internet connection. Browser Requirements: For best performance, Clarizen recommend using Internet Explorer 7 and above, FireFox 3.0+, Google Chrome or Safari. Internet Connection Requirements: While there are no specific requirements for internet bandwidth for the service to function, adequate network connectivity and bandwidth should be available. The specific bandwidth requirements will depend on what other services are using the network. Arcus is happy to liaise with the customer and help determine how to most effectively support the provision of the service. 15. Details of any trial service available Clarizen offers a free 30 day unrestricted trial of their service including the full Clarizen platform with unlimited projects, users, tasks etc. If you decide that don't want to continue using Clarizen after the trial period, you don't have to do anything: your trial will end automatically and no monthly fees will be applied. When you decide you would like to purchase a Clarizen Subscription, all data that you used in your trial account will be available in your full access purchased account. 19

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