ULTEO OPEN VIRTUAL DESKTOP

Transcription

1 ULTEO OPEN VIRTUL DESKTOP PREMIUM EDITION SOFTWRE SUBSCRIPTION PROGRM GUIDE Published March 2014 Version 1.0

2 CONTENTS Program Introduction... 3 Program Details... 4 Software Distribution... 4 Software Rights of Use... 4 Level Three Support... 4 Support 120 Validity... 5 Service Delivery... 5 Subscription Periods... 5 Renewals... 5 How to Purchase... 7 vailability... 7 Pricing... 7 Enterprise Discount Levels... 7 Subscription Usage... 7 Subscription Order uantities... 8 Renewal True-Ups... 8 Renewal Terms... 8 Ulteo Subscription Program F... 9 Ulteo Subscription greement Guide ULTEO SS

3 PROGRM INTRODUCTION Ulteo Open Virtual Desktop is an IT delivery platform that sits at the heart of your infrastructure. It provides a scalable, secure and flexible platform that you can rely on to deliver desktops and applications on-demand, making IT more agile and helping with your transition to cloud computing. OVD is licensed under GNU GPL V2 which means it is without perpetual licensing fees that are traditionally associated with proprietary software. However, whether it's a small or large scale implementation, you need the peace of mind a commercial vendor offers through software maintenance, expert technical support and professional services. The Ulteo Subscription Program offers affordable annual and multi-year based plans that, in conjunction with services from your Ulteo Solutions Partner, deliver the software maintenance and support services your organization requires. It gives you continuous access to all supported versions of Ulteo Open Virtual Desktop Premium Edition in both binary and source form, including all new releases, security and maintenance updates along with level 3 technical support. Ulteo Subscription greement Guide ULTEO SS

4 PROGRM DETILS The Ulteo Subscription Program offers one to three year plans in the form of a Subscription greement (S), a services agreement for the provision of software maintenance and technical support services for commercial distributions of Ulteo software. n Ulteo S for Open Virtual Desktop Premium Edition provides an organization the rights to install and use the latest binary distribution of the OVD platform, and provides online support resources and level 3 technical support direct from Ulteo or through your preferred Ulteo partner. SOFTWRE DISTRIBUTION Whenever there's a new version or update a subscription plan provides your organization with continuous access to the source code and binary distributions of the Ulteo Open Virtual Desktop Premium Edition. It provides new platform releases, minor version and feature updates along with maintenance releases for the duration of the subscription period. SOFTWRE RIGHTS OF USE subscription plan provides entitlement to deploy and use the version of Ulteo OVD Premium Edition binary distribution available within the subscription period along with any maintenance updates. The rights to use the version and any updates available within the term of the S for the Ulteo OVD Premium Edition remain with the subscriber thereafter. LEVEL THREE SUPPORT Solution integration and delivery sometimes requires the specialist engineering knowledge and intervention of the vendor and with Ulteo Level 3 support the services of Ulteo experts are there just when you need them. greements, including renewals, for 100 users and above include a set number of Level 3 Support Tickets and with level 3 from Ulteo you can be assured the team will work alongside you and your chosen partner to find a solution. The ticket response level included in each S is Ulteo Support 120, which provides incident analysis and response with recommendations for remediation within 5 working days (120 hours). ny issue identified that is a result of a software bug does not consume a Support 120 ticket. The provision of level 3 support can be either direct or through your preferred approved Ulteo Partner. Ulteo Subscription greement Guide ULTEO SS

5 Level 3 Support Response Number of Tickets Included User Count Level 3 S 12 Month S 24 Month S 36 Month SR 1 99 Support and above Support If higher response support levels are required Ulteo Level 3 Tickets with 48 hours (high) and 4 hours (critical) response times are available to purchase separately. dditional Support Level 3 Tickets at all levels can be purchased along with the purchase of an S or SR or at any time within a subscription period and are valid until the S or SR expiry date or 12 months from date of purchase whichever is longer. SUPPORT 120 VLIDITY With each S there are Support 120 entitlements for each year of the agreement. The Support 120 Tickets are valid for the whole term of the agreement, for example, with a 24 month agreement any unused tickets in year one will roll over into year two. For all agreements (S and SR), any tickets unused expire at the end of the agreement term. SERVICE DELIVERY Software distribution, including new releases, maintenance updates and bug fixes, and support services that are available direct from Ulteo are delivered through the Ulteo customer portal. Incidents requiring level 3 support must first be escalated through levels 1 and 2 either internally or by an Ulteo Solutions Partner on behalf of the subscriber. Support level 3 calls can be made from Monday through Friday 09:00-17:00 CET. SUBSCRIPTION PERIODS greements are available for terms of 12, 24 and 36 months. Once an agreement is in place it can be renewed upon expiry for a further 12 months at a preferential price. greements for 24 and 36 month terms bring the additional benefits of a discount on the price of a 12 month agreement plus the renewals, for years two and three respectively and price predictability for the term of the agreement. RENEWLS Ulteo Subscription greement Renewals (SR) renew existing Subscription greements for a term of 12 months from the expiry date of the original S. SR is priced at a favorable Ulteo Subscription greement Guide ULTEO SS

6 discount from the initial S price, for the benefits of the S to remain in force a renewal must be purchased on or before the date of expiry. Ulteo Subscription greement Guide ULTEO SS

7 HOW TO PURCHSE VILBILITY greements and renewals are available from accredited Ulteo partners through the Ulteo Reseller Partner network. In addition to delivering integration, consulting and pre-sales services Ulteo Premium Partners deliver post sales support services for Ulteo software at levels 1 and 2. greements are available direct from Ulteo for customers who wish to provide self-service support at levels 1 and 2. PRICING For detailed pricing please contact your Ulteo Solutions Partner or contact [email protected] ENTERPRISE DISCOUNT LEVELS Ulteo S and SR prices are based on a simple Enterprise Level (EL) discount structure, each EL above EL1 provides a volume discount based on the order quantity. EL price breaks start at 100 assigned sessions, the following table details the five EL levels: Level User Price Break EL EL EL EL EL Eligibility for volume discounts is determined either by the order quantity on a single purchase order or by prior agreement with Ulteo based on a year one commitment made in writing to Ulteo with a letter of intent. SUBSCRIPTION USGE n Ulteo S is calculated on an assigned session basis. Sessions can be assigned to users or to devices or a combination of both. session assigned to a user permits that user to connect to an Ulteo OVD Premium Edition farm using multiple devices, sessions assigned to devices permits multiple users to share a single device. Subscription example: n organization wants to use OVD Premium Edition to deliver desktops and applications to two different user groups, group one are 20 outbound sales executives with desktop PCs and mobile devices such as laptops and tablets. The second group are 120 call center operatives Ulteo Subscription greement Guide ULTEO SS

8 working across three shifts using 40 workstations. In this scenario the required number of assigned sessions would be 20 user assigned sessions and 40 device assigned sessions requiring a Subscription greement for 60 users. For ease of calculation and deployment, pricing is the same for both users and devices. Ulteo does not require that an organization provide a list of user names or devices only that a Subscription greement is in place for each that make use of Ulteo OVD Premium Edition software. SUBSCRIPTION ORDER UNTITIES Ulteo S are available in increments of 1 (one) with a minimum order quantity of 25. SUBSCRIPTION REORDERS dditions to existing Subscription greements can be made at any time within a subscription period. Orders for additional users are calculated on a pro-rata monthly basis for the unexpired portion of the agreement inclusive of the month in which the order is places. Volume discount levels are applied based upon the reorder quantity unless a prior EL discount level has been agreed by Ulteo in writing. RENEWL TRUE-UPS To minimize administrative overheads and to take advantage of EL discount levels existing S and SR renewal dates can be brought into line. fter the initial subscription term has expired (12 months, 24 months or 36 months) renewal can be made up to the date of an S that has already be renewed, i.e. a term less than 12 months, and is charged on a pro-rata monthly basis for each remaining month or part thereof of the agreement. greements that have coinciding expiry dates can be consolidated and renewed as a single Ulteo SR order taking advantage of a higher EL discount if eligible. RENEWL TERMS There is a 30 day grace period past the renewal date in which a SR purchase will be accepted, however all S benefits lapse until a renewal agreement is purchased. The SR start date will be from the expiry date of the original agreement. n existing agreement is no longer eligible for renewal past the 30th day of expiry and a new Subscription greement must be purchased. Ulteo Subscription greement Guide ULTEO SS

9 ULTEO SUBSCRIPTION PROGRM F If Ulteo OVD is open source isn't it free? ll Ulteo software is open source and the majority is released under the terms of GNU GPL V2, so anyone can download Ulteo source code and use it (e.g. compile, redistribute or incorporate) under the terms of the license. We believe that open source is the most cost-effective way to create high-quality software. t the same time we recognize that organizations need the security of a tested and supported enterprise class solution along with the development of new functionality and features to support their growing demands. The Ulteo model is commercial open source, our revenue is derived from services related to the maintenance, compilation, testing, distribution and support of our software. Can I still use Open Virtual Desktop Premium Edition after my Subscription greement expires? Yes you can continue to use the version of Ulteo OVD Premium Edition that was available within your S period after an S has expired. However none of the benefits of an S remain in force, including but not limited to new versions, feature updates, bug fixes and provision of technical support services. Do I have to purchase through an Ulteo Solution Partner? No you do not, however we strongly recommend that a subscription plan is purchased through a local Ulteo partner who is able to provide the sales and depth of technical services you require. For organizations wishing to self-support an Ulteo S can be sourced direct from Ulteo. Can I use OVD Community Edition alongside Ulteo OVD Premium Edition? Yes, only users of Ulteo OVD Premium Edition are required to have a valid S in place however a separate OVD Premium Edition server farm will be required. re multi-year Subscription greements paid up-front? Yes, the payment for a 24 month or 36 month agreement must be paid for in full on placement of the order. My Ulteo Subscription greement has already expired, can I still renew it? Yes, if a Subscription Renewal is received by Ulteo within 30 days of expiry of a Subscription greement Ulteo will renew the agreement. However, all S benefits lapse at Ulteo Subscription greement Guide ULTEO SS

10 expiry of an agreement and remain so until the renewal order has been received by Ulteo. The subsequent renewal date remains 12 months from the date of expiry of the original agreement. Do subsequent S orders count towards EL discounts? Unless your organization has entered into a prior volume purchasing agreement with Ulteo volume discount eligibility is based on quantities in a single purchase order. Do Ulteo Subscription greement Renewals benefit from enterprise volume discounts? Yes, user price breaks and volume discounts apply to Ulteo SR agreements. Can I consolidate my subscription renewals to be eligible for a higher enterprise level discount? Yes. greements that are due for renewal can have their dates aligned with prior purchased Subscription greements by renewing up to the date of the prior agreement. The fees due are calculated on a pro-rata monthly basis based on the renewal price of the original S. With both agreements having aligned renewal dates they can be consolidated in a single SR order when due for renewal and based on the order quantity may qualify for a higher EL band and applicable discount. I need a quicker response time than Standard Level 3, how do I get it? variety of Level 3 Support ticket bundles are available for from Standard response, to High and Critical response providing 120, 48 and 4 hour response times respectively. These are available for purchase separately and run in conjunction with an existing S or SR. Ulteo Subscription greement Guide ULTEO SS