Device Management Module (North America)

Transcription

1 Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage agreement. Together, these services provide complete management of an organization s mobile computing devices and/or micro kiosks. This module, when selected by the customer, becomes part of Motorola s Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage Service Description Documents (whichever purchased by the customer), and therefore the parties respective rights, obligations and responsibilities, as well as the limitations and restrictions for this service, are all defined and governed by the terms of such documents, which are incorporated into this document as an integral part thereof, by way of this reference. For purposes hereof, Software shall mean computer programs in machine-readable form included in the product, which are essential to the functionality thereof as specifically stated in the product published specifications (also referred to as Core Product Software ). NOTE: It is a prerequisite for customer to have one of the following service agreements in place when purchasing the device management module: Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage. If the Motorola service agreement has been in place for more than 30 days, customer must also purchase Managed Device Service Initiation/Setup (part number MDS-INIT-) at an additional charge. Service initiation tasks are described in Section 4 of Motorola Responsibilities below. Motorola Responsibilities 1. Overall Scope. Under this service, Motorola will: a. With the customer s team, review and understand current and projected device needs and desired objectives, and perform a review of customer s current device management processes b. Develop a device management module service initiation plan c. Deliver the device management module, consisting of: Responsive device management Proactive device management, which includes: i. Asset management ii. Monitoring and prevention activities iii. Software rollout management, planning and deployment iv. Device security Reporting 2. Project Management. Motorola will designate a project manager for the Service Initiation phase of the engagement (as described in Section 4) to coordinate logistics and scheduling, including any on-site activity, with the customer s designated point of contact for the service. 3. Customer Services Manager (CSM). Motorola will designate a CSM who will act as the single point of contact for customer satisfaction over the course of the contract. The CSM will engage with the customer and the Motorola Service Initiation team during the Service Initiation phase, and will assume the full responsibilities of the role once device management begins. Rev. 15 March 2011 Page 1 of 7

2 Motorola Responsibilities (continued) 4. Device Management Module Service Initiation. To facilitate the device management module, Motorola will complete the following service initiation tasks (referred to throughout this document as the Service Initiation ): a. Service Initiation Project Schedule. Prior to beginning the device management module engagement, Motorola will prepare a service initiation project schedule, which will define the scope and timeline of the Service Initiation phase of the service. b. Device Management Module Kick-Off. Motorola will schedule a device management module kick-off and contract design review meeting (the Kick-Off Meeting ). Motorola will review the customer s planned rollout schedule and current device management processes with the customer s management, technical and/or operations team. Motorola will also capture and document refinements and corrections to the service initiation project schedule based on this review. c. Service Initiation Document. Motorola will prepare a service initiation document, which may include: The project definition, including project background, high-level implementation objectives and roles. A connectivity diagram between the Motorola Managed Services Delivery Center ( Motorola MSDC ), the customer s network and the customer s mobile computing devices and/or micro kiosks. Documentation related to the customer s currently deployed device environment, including device configurations, gold images (as described in section 6 of Customer Responsibilities), device groupings and device population growth plans. The service initiation project schedule. d. Managed Service Profile Image. Motorola will create a managed service profile image as follows: - Motorola will receive gold image(s) from customer. - Motorola will create and test the managed service profile image and provide tested image to customer. (Herein referred to as the Managed Service Profile Image ) e. Pilot Deployment. Motorola will receive approval from customer to begin a pilot deployment based on customer testing the Managed Service Profile Image. f. Device Management Solution Configuration. Motorola will configure a device management solution as follows: Motorola will establish a customer account in the device management platform. - Motorola will establish VPN connection(s) between the Motorola MSDC and customer network and inscope mobile computing device and/or micro kiosk elements: i. Motorola s MSDC team will install any hardware and software necessary in the Motorola MSDC to establish the VPN connection to the customer network. ii. Motorola will establish connections over the VPN tunnel between Motorola s device monitoring and management tools located in the Motorola MSDC, the device management tools within the customer s network environment (if/where applicable), and the customer s monitored devices. iii. Motorola will test the communication and data collection from and between the Motorola MSDC, the customer s environment and the mobile computing devices and/or micro kiosks. - Motorola will prepare Event Reporting (as described in section 5c). g. Customer Support Plan (CSP). Motorola will provide the customer and the Motorola MSDC operations personnel with a CSP containing customer and Motorola contact information, escalation information and other operational data to enable close collaboration and alignment between the customer and Motorola. h. Device Management Pilot. Motorola will perform the following (referred to throughout this document as the Device Management Pilot ) : - Motorola will verify and test connectivity to devices under management. - Motorola will validate operational process and escalation procedures between the customer and Motorola. - Motorola will perform an acceptance test plan. - Motorola will notify the customer of the conclusion of the test period, and schedule the transition to the operational phase of device management. i. Device Management Module Operational Phase Transition. Motorola will transition to the device management module Operational Phase (as described in Section 5) by: Notifying the customer of the start of this phase. Commencing delivery of the operational device management service tasks and features described in Section 5. Rev. 15 March 2011 Page 2 of 7

3 Motorola Responsibilities (continued) 5. Device Management Module Operational Phase. Motorola will deliver the following individual components and associated service deliverables during the operational phase: a. Proactive Management: Operational Asset Management. Motorola will track and maintain detailed information about each mobile computing device and/or micro kiosk under management: i. Motorola will populate the asset register/database. ii. Motorola will maintain the database with devices and associated device profiles. Monitoring and Prevention. Through data capture and reporting, Motorola will identify potential performance impacting issues: i. Asset tracking: Motorola will identify devices in-service and by location, along with devices that are out of contact which may indicate that they are out of location, lost or stolen. ii. Battery monitoring: Motorola will monitor battery charge levels and discharge rates. iii. Memory usage monitoring: Motorola will monitor flash, storage card or storage memory. iv. Device behavior data: Motorola will monitor device behavior data for device reboots. Software Rollout Planning and Deployment. i. Software Updates. Motorola will provide up to two (2) software update rollouts per year; typically one rollout per six-(6) month period. ii. Gold Build. Motorola will receive a customer defined, provided, tested and approved Gold Build (as described in Section 3 of Customer Responsibilities), which may include a defined device operating system, customer applications, device settings, network control configurations, event capture configurations and WLAN settings. iii. Managed Service Profile Image. Motorola will develop an updated Managed Service Profile Image based on the customer defined, provided, tested and approved Gold Build. iv. Device Update Rollout Plan Development. Motorola will develop a device update rollout plan for the updated Managed Service Profile Image including schedule, targeted mobile computing devices and/or micro kiosks, and other information relevant to the plan. v. Device Update Rollout Plan Execution. Motorola will execute the update rollout plan and provide customer with a post-implementation plan summary report. Device Security. i. Device Alerting. Motorola will provide alerting for mobile computing devices and/or micro kiosks that have been out of contact for a specified period of time to enable security action(s). ii. Remote Device Actions. Motorola will execute remote device actions for devices identified as lost or stolen. Criteria will be set with the customer during Service Initiation phase. b. Responsive Management: Help Desk Support. Motorola will provide a first point of contact for users through the Motorola MSDC: Telephone and Support Coverage Hours. Motorola will provide telephone and support during standard business hours Monday Friday 8 a.m. to 6 p.m. (customer s local time) in North America, excluding Motorola-observed holidays. Telephone and Support Coverage. Motorola will provide telephone and support as defined in the customer s existing Service from the Start agreement. Remote Device Access. Motorola will provide remote device access to the Motorola MSDC delivery personnel to enable and assist in triage, troubleshooting and issue resolution. Escalation. When necessary, Motorola will use established escalation procedures to enlist higher levels of expertise including Motorola and third-party engineering development teams. Escalation Response Time. Motorola will provide callback response during standard business hours for escalated issues within two (2) business hours for customers with Service from the Start Gold agreements and within four (4) business hours for customers with Service from the Start Bronze agreements. Rev. 15 March 2011 Page 3 of 7

4 Motorola Responsibilities (continued) c. Reporting: The reporting module includes reporting capabilities and analytics to provide statistics and information regarding mobile computing device and/or micro kiosk performance in the operating environment. Operational metrics and reports to assist the customer in making management decisions regarding mobile computing devices and/or micro kiosks are generated at a baseline rate of once per month. Specific reports to be generated include: Asset Summary Report: lists all mobile computing devices and/or micro kiosks under management and their current status: available/commissioned; in repair; out-of-contact; or lost or stolen (as specified below) Devices Out-of-Contact Report: lists mobile computing devices and/or micro kiosks that have not been in contact with the device management server for a specified period of time. The standard time filter for a device to be added to the report will be defined during the Service Initiation phase Devices Lost or Stolen Report: lists any mobile computing devices and/or micro kiosks that have been confirmed by the customer as being lost or stolen Device Battery Charging Report: provides data on battery charging and discharge rates for the covered population of mobile computing devices and/or micro kiosks Device Utilization Report: provides device usage information over a defined period (weekly or monthly) to illustrate how many devices are actually being used by mobile workers during the defined time period Reboot Analysis Report: provides data related to device reboots that occur during a specified period Memory Usage Report: provides data related to volatile RAM, device storage and removable memory utilization Software Rollout Deployment Report: provides a post-implementation plan summary for the defined deployment Customer Responsibilities 1. Confirmation of Scope. Customer will receive and must acknowledge in writing this Device Management Module SDD and terms of service provided by Motorola in advance of Motorola beginning this engagement. 2. Existing Device Management Review. Prior to final definition of scope and not less than thirty (30) days prior to the Kick-Off Meeting, customer will provide to Motorola information on then-current device management processes and practices. The format and methodology for providing the information will be determined by the customer and Motorola. 3. Device Configuration Gold Build. Mobile computing devices and/or micro kiosks currently (as of the Kick-Off Meeting date) deployed in the operational environment typically have a defined and standard configuration referred to as the Gold Build. Where a population of mobile computing devices and/or micro kiosks has multiple defined groupings, each of these groups will have a defined and current standard Gold Build configuration. A current Gold Build configuration is a configuration whereby the device operating system and application(s) are at a current and standard release or release -1 version deployed to all devices. The standard configuration may include defined device operating system, customer applications, device settings, network control configurations, event capture configurations, and WLAN settings. Customer must provide documentation to Motorola, which defines the then-current standard Gold Build configuration(s), along with the test criteria utilized by the customer to approve the standard Gold Build configuration for deployment. 4. Network Readiness. Prior to starting Service Initiation of the device management module, customer must provide a WLAN networking environment that is stable and provides appropriate bandwidth for the specified mobile computing device/micro kiosk and mobile application use. Customer must provide operating metrics that demonstrate acceptable coverage, bandwidth and stability of the operating environment. 5. Device Inventory. Customer must provide Motorola with a then-current (as of the Kick-Off Meeting date) inventory of all mobile computing devices and/or micro kiosks to be managed under the Device Management Module service agreement, no less than fifteen (15) days prior to the Kick-Off Meeting. This inventory must include: the mobile computing device/micro kiosk serial number; asset tag, if applicable; the location of the device; the current profile of the device, including Gold Build information; and current applications. 6. Gold Images. Customer must provide Motorola with gold images so that Motorola can create the Managed Service Profile Image. Gold images include operating system, device settings, network settings and applications. Customer must define, test and approve gold images prior to providing them to Motorola as outlined in Section 3 Device Configuration: Gold Build above. Rev. 15 March 2011 Page 4 of 7

5 Customer Responsibilities (continued) 7. Customer Help Desk. Customer must provide help desk functionality to validate that an issue is mobile computing device/micro kiosk related prior to escalating the problem to Motorola. Issues related to customer operational procedures and processes, applications, or non-device-related issues are to be resolved by the customer prior to transfer to Motorola. When the customer s help desk determines that the issue is mobile computing device/micro kiosk related, the customer s help desk can initiate contact with Motorola s MSDC help desk for problem resolution. 8. Device Software. Customer must provide a Gold Build of software updates to be deployed pursuant to the project plan developed for the up to two (2) software rollout upgrades per year provided with this service. Motorola will develop a software rollout plan together with the customer and execute that plan. 9. Contacts. Customer must appoint at least one (1) person to fulfill the following roles (NOTE: customer may or may not need to assign more than one (1) individual to fulfill these roles; the number of required individuals to complete these tasks is at the customer s discretion): a. Project manager for the service initiation phase and on-boarding process who will coordinate logistics, schedules and technical information with the Motorola project manager b. Technical point of contact who is trained and knowledgeable of the project objectives to assist the Motorola MSDC engineer(s) and answer any technical or business process questions c. Customer help desk point of contact who is responsible for customer s help desk and will interact with the Motorola MSDC d. Motorola s CSM point of contact who will be the primary customer interface once the Service Initiation phase is completed and transition to the device management module Operational Phase occurs 10. Access to Resources. Customer must provide appropriate access to the physical sites and personnel to enable Motorola to perform the service if needed. Customer is responsible for all fees incurred, including labor costs and any customer-contracted third-party services, to provide such access. Customer s partners, consultants or any third parties involved in the project shall likewise provide access to their resources, and shall not restrict access by Motorola to customer resources. 11. Access to Essential Documentation. Customer must provide access to applicable documents and other written information required by Motorola to perform this service. 12. Access to Network and Security Information. Customer must provide Motorola with access to network topology diagrams, and documented mobile computing device/micro kiosk operational and security policies and procedures that align with and support the performance of the device management module. 13. Network Access. Customer must provide network access to enable Motorola to complete the tasks listed in the Motorola Responsibilities section above. If access is unavailable, customer must provide appropriate technical resources and workaround to enable completion of Motorola Responsibilities. 14. Event Response and Resolution. Unless otherwise agreed to in writing, the customer must resolve fault events detected and reported by Motorola related to the network infrastructure (hardware/software) maintained by the customer for the support of the device management module. 15. Case Management. Unless otherwise agreed to in writing, customer is responsible for case management related to remediation of fault alarms reported by Motorola, and issues raised to Motorola s Level II help desk. 16. VPN Gateway. Customer must provide public Internet access with adequate bandwidth for purposes of interfacing the Motorola MSDC to the device management software. If customer is unable to provide the required connection speed, or desires a different method as an alternate, customer will coordinate with Motorola to provide the T1 service which will be managed via the Motorola MSDC. Customer is responsible for any additional charges that may apply to these alternatives. a. Customer s corporate IT will provide a secure VPN tunnel for Motorola personnel to access the device management architecture. Customer will provide, manage and pay for all equipment in its location required to maintain an Internet connection through the VPN into the device management server. This may include VPN router and a monthly Internet Service Provider (ISP) charge. b. The following delivery tool types may be necessary in execution of the device management module: Device management software platform and architecture to support the device management software VPN applications: communication between the MSDC and customer sites is via VPN Rev. 15 March 2011 Page 5 of 7

6 Customer Responsibilities (continued) 17. Monitored Device Configuration Change. Customer must notify the Motorola MSDC in advance when performing any activity that impacts monitored portions of the customer s environment, such as installing software or modifying default device image or modifying the hardware on which the device management software resides. Customer is responsible for charges that may be incurred by Motorola to assess monitoring changes necessitated by such modifications and for the continued monitoring thereof. 18. Project Support. Customer must complete any and all tasks assigned by Motorola as part of the service engagement in a timely manner in keeping with the overall engagement schedule. 19. Safety Rules. Customer must provide any site safety rules to Motorola in advance of the engagement. 20. Administrative Resources. To facilitate the on-site portions of this service, customer must provide reasonable office space, including customer s standard office furnishings, telephone with voic , Internet access, access to mail and systems, access to meeting/conference room, parking at or near the facility where the office space is provided, and such other reasonable requirement identified by Motorola. Customer is responsible for all costs incurred with the use of these amenities. 21. Serial Numbers. Prior to the first request for service, customer must provide a complete list, preferably in electronic format, of all hardware serial numbers to be covered under the service agreement. Serial numbers for any covered cradles or other accessories must also be included. 22. Remote Access. If required for complete diagnosis or remedy, customer must allow for remote system access. 23. Error Reporting. Customer must document and promptly report all detected errors to Motorola with enough detail to permit Motorola to reproduce the error. Customer must also assist Motorola with recreating and diagnosing each error. 24. Registration. Customer must register with Support Central ( and obtain login access prior to requesting Software downloads from Motorola. Requests to download Software Releases are completed by submitting the Request Download form on Support Central. 25. Software Releases. Customer must promptly review all Software Releases downloaded from Motorola s customer support website, or otherwise provided by Motorola. These releases shall be considered by customer to be included in the next scheduled software rollout plan as defined for the device management module in Section 5a of Motorola Responsibilities above. 26. Supervision of Software. Customer must supervise, control and manage the use of the Software. Customer must also implement procedures for protecting its personal information and backup facilities from unauthorized access in the event of errors. 27. Systems Upgrade. To provide Software Releases and workarounds, Motorola may require customer to upgrade hardware and/or software systems, at its own expense, to Motorola s currently supported versions of system components. 28. Compliance with Terms of Agreement. Customer agrees to use, copy or download only those Software Releases for which it has received explicit approval from Motorola to obtain from Motorola s customer support website. This entitlement is granted only for the specific serial numbers of the products covered by this agreement, and does not include rights to provide copies, transfer or otherwise distribute any release of the Software to any other product or any third party. If customer is found in noncompliance with this condition, Motorola reserves the right to invoice for any support charges necessary to obtain compliance, discontinue support or take other action as it deems appropriate. Motorola reserves the right to audit customer records using an independent third-party auditor to verify compliance. 29. Compliance with License Terms. Customer is responsible for complying with the terms of all relevant End User License Agreements pertaining to the Software. Motorola reserves the right to suspend its provisioning of support or take further action if the customer is found in violation of such license agreements. Rev. 15 March 2011 Page 6 of 7

7 Limitations and Restrictions 1. This service can only be utilized alongside an existing Service Center Support Bronze, Service Center Support Gold, Service from the Start Bronze, Service from the Start Gold, Service from the Start Bronze with Comprehensive Coverage or Service from the Start Gold with Comprehensive Coverage agreement. 2. If the device management module is not purchased upfront with the Motorola service agreement or within 30 days thereafter, customer must also purchase Managed Device Service Initiation/Setup, part number MDS-INIT-, at an additional charge. 3. Unless otherwise agreed upon, device management tasks (as described in this document) are delivered Monday Friday 8 a.m. to 6 p.m. (customer s local time) in North America, excluding Motorola-observed holidays: a. All support in North America will be in the English language unless otherwise contracted. b. A customer help desk number will be available outside of normal business hours; that help desk will log the call and open a ticket, and the customer will receive a call back during standard business hours as described in Section 5b of Motorola Responsibilities above. 4. Motorola s device management module does not guarantee the security of customer data. Customer bears full responsibility at all times for the protection of this data. Motorola disclaims all responsibility, financial or otherwise, for breaches of security that compromise or potentially compromise customer data. See Motorola s terms and conditions of service for additional details. 5. Motorola s device management module does not include new hardware devices or the deployment thereof. 6. Motorola s device management module does not include Motorola s Managed Infrastructure Service to manage the customer s wireless infrastructure. 7. Motorola s device management module does not monitor the customer s entire network. Only the specific hardware serial numbers covered under the service agreement are monitored. 8. Motorola is not responsible for addressing and/or correcting problems with customer- or partner-provided software or applications as part of this service. 9. If customer designates an alternative versus Motorola s standard VPN interface to the Motorola MSDC, additional charges for the effort to complete and validate the Motorola MSDC interface to the customer s network may apply. 10. Any event notification reporting or process for this service does not include interfacing to customer s internal ticketing or help desk systems. It may be possible for such an interface to be developed and deployed at an additional cost, if desired. Standard response is to notify customer-named staff via telephone/ Customer can request changes to the device management module. However, any such changes to the service must be confirmed in writing and signed by authorized representatives of both the customer and Motorola. A reasonable price adjustment may be made if any change affects the time of performance or the cost to perform the services. 12. If delays occur in Motorola s performance of the device management module (as described in this document) that are caused by the customer s actions or omissions during the project, Motorola reserves the right to modify the performance schedule or identify a reasonable increase in the service price. 13. This service may require at least four (4) weeks advance notice from the acceptance by Motorola of a purchase order to begin the Service Initiation planning and any tasks as outlined in the document. Final initiation date will be agreed to by Motorola and customer and documented in the Service Initiation Project Schedule. 14. Unless otherwise specified, travel and subsistence expenses for on-site work at customer facilities are not included. Following the on-site portions of this service, Motorola will invoice customer for actual travel- and subsistence-related expenses. 15. This service requires a minimum of 500 units of a single product configuration on the service agreement. 16. Motorola is not obligated to provide support for any product if customer fails to comply with the obligations contained in the product purchase agreement and/or the applicable software license agreement and/or Motorola s terms and conditions of service. Availability Motorola s device management module is available in the United States and Canada. For further details, please contact an Enterprise Mobility Services representative by visiting: Rev. 15 March 2011 Page 7 of 7