Asset Visibility Service (AVS) A Lightweight Operational Visibility Service from Zebra

Transcription

1 Asset Visibility Service (AVS) A Lightweight Operational Visibility Service from Zebra Version 1.0 March, Part Numbers: MS-AVS months contract for AVS service MS-AVS months contract for AVS service MS-AVS -10-R 1 Year RENEWAL for AVS Service MS-AVS -20-R 2 Year RENEWAL for AVS Service 2. Overview Asset Visibility Service or AVS is an entry-level visibility service product for Zebra customers to obtain at-aglance visibility and insight to device performance and utilization in a customer s operational environment. AVS can be applicable and sold to customers with low to very large device counts and whether have a Mobile Device Management (MDM) tool to manage their devices. The goal of AVS is to provide customers with a streamlined and cost-effective visibility solution. Asset visibility solutions available in market today either involve expensive Mobile Device Management (MDM) tool and/or manual reporting delivered as a managed service both of these are expensive for small businesses. AVS provides customers with high-level operational visibility on devices to help them transition from performing reactive device support service to proactive device management. There is no MDM tool included in AVS hence the customers do not need to go through the complex process of setup and maintenance of the MDM tools. Also AVS employs automation and self-service wherever applicable for easy and fast setup and delivery. AVS provides predictive, actionable analytics on devices powered by Zebra s big data platform, which enables customers to identify and prevent potential issues from happening in advance. AVS dashboard can be accessible from Apple ios, Android mobile platforms as well as mobile and web browsers. AVS is delivered using Zebra s cloud-based big data platform, which consists of the AVS portal and various data connections into Zebra. Please note AVS implements an on-boarding process through automation and self-service of customers. This will require customer to appoint an administrator user, i.e. the AVS Admin, and provide the address of the AVS Admin with the AVS purchase order (PO) so that the on-boarding process can be initiated. The Information provided in this submission is for information and budgetary purposes only and does not constitute an offer to sell or license any products or services. This submission is not binding on Zebra Technologies International, LLC and Zebra Technologies International LLC is making no representations, warranties, or commitments with respect to pricing, products, payment terms, credit or terms and conditions. 1

2 3. Key Features Managed Platform Dashboard Visibility Light-touch User Onboarding Mobile Access Pre-installed Device Agent instead of MDM tool Zebra Service Description Document Access to Zebra s cloud based, management and integration platform that delivers visibility Operational insight including Identification, Location, Condition and Utilization of device Predictive indicators on devices health with actionable suggestions based on predictive analytics with data from operational environment User generated friendly device names and tagging of device groups for filtered view High level reporting data on Devices in repair Contracts close to expiration Automation and self-service employed for on-boarding process On-boarding process will be initiated once an AVS contract is created in contracts system and a valid ID of the AVS Admin from the customer is provided in the contract. AVS system will send an to the AVS Admin of customer with credentials and detailed guidelines for registration and user on-boarding The AVS Admin will register and log in to access the AVS portal and manage other users from the company. Target timeframe depends on customer s response to the sent by the system to initialize the on-boarding process. Mobile access to AVS portal and user management are available from ios and Android tablets. Data collection by factory-installed device agent on new devices or by installation on deployed devices via staging. No MDM tool included to reduce the complexity in service delivery and maintenance 4. Service Components: 1) Managed hosting of AVS Portal: Zebra will do the following: Set up the AVS Portal with Zebra backend data systems so that device health indicators and actionable suggestions can be viewed. Test the AVS Portal. 2) The AVS Portal: Provide online user tips and Q&A page on the functionality and use of the AVS portal to view and track Zebra Enterprise Mobility devices after customer s first login. Create portal dashboard 2

3 Zebra will initiate the on-boarding process for the AVS Admin appointed by customer by sending a notification to the AVS Admin after an AVS contract is created in Zebra s contracts system. The AVS Admin will self-register to Zebra network (first time user) and obtain credentials to access AVS portal. The AVS Admin will invite other users from the company to access the AVS portal and set users access rights and restrictions. Customer will ensure that each user agrees with Zebra s End User License Agreement (EULA) before accessing the AVS Portal. Performance a. The target availability of the AVS Portal is 99% (excluding planned maintenance windows and those matters beyond Zebra s control). The availability is a target and is not guaranteed. b. The Customer is responsible for completing the AVS Admin registration and inviting/managing additional portal users. The AVS portal will be available once the Customer completes the AVS Admin registration and on-boarding per the notification sent by Zebra. 3) Mobile Applications Zebra will provide mobile applications for ios and Android tablets through App Store (ios) and Google Play (Android). Customers can download the mobile applications for AVS portal access and user management. 4) Service Desk The AVS will be supported as per the Customer s current Zebra Support Contract. Customer should refer to the relevant Zebra Support Contract(s) for information on Service Desk coverage hours, and and telephone contact information. The Customer can contact the Service Desk for support on the following: Issues with AVS Portal access user registration, password reset, cannot login, etc. Incorrect display of data on the AVS Portal Change or update AVS Admin account due to absence of the AVS Admin Issues with contract entitlement and user on-boarding Response Time - Zebra will provide callback response during standard business hours for AVS Portal reported issues within four (4) business hours. AVS Portal reported issues and escalated issues will be further handled during standard business hours. 5) Training Zebra will provide online training, including webinars and documentations, on AVS portal and user onboarding process. 3

4 5. Customer Responsibilities 1) Administrator Appointment: Customer will appoint the AVS Admin who will be responsible for AVS contract entitlement and managing other users who need access to AVS portal in the company (for end customer) or associated companies (for partners). Customer will be required to provide the address of the AVS Admin when they submit the AVS PO. 2) Self-registration and obtaining access to AVS portal: After an AVS contract is created in Zebra Contracts system, the AVS Admin in Customer s company will receive an from AVS system with detailed guidance on how to obtain access to AVS portal through self-registration as well as the information needed during the process. The AVS Admin will follow the guidance to obtain the access to AVS portal, and perform the entitlement of AVS contracts associated with his/her address after first login. The AVS Admin is also responsible for inviting and managing other users from the company to access the AVS portal. An AVS User s Guide document for AVS Admin, which contains detailed information on the role and responsibilities of AVS Admin and the on-boarding process, will be provided by Zebra as reference. 3) Installation of AVS Agent: For devices with no AVS agent installed, the Customer will load and activate AVS agent provided by Zebra either as a part of Gold Image or as a separate step. All deployed devices need to be updated and the Gold image must be updated by the Customer and shared with Zebra if Zebra is loading the Gold Image after repair. The Customer is required to update the AVS agent if there is a mandatory update. The agent is freely distributed but it is Customer s responsibility to ensure its activation on the device otherwise visibility may be impacted. 4) Mobile Applications: The customer will download the ios or Android AVS applications for portal access and user management per the guideline from Zebra. The AVS applications are available through Apple App Store and Google Play. 5) Provide Network Connectivity & Sufficient Network Environment for Service: Customer is responsible for (1) hosting of the enabling tools such as FTP server if required and (2) required network configuration such as firewall port configurations to enable operation of the AVS. 6) Reasonable Access to Information: Customer will provide Zebra with access to any information reasonably necessary to facilitate the AVS. Customer is responsible for any modification or additions of regular users to access AVS service. Customer will call Zebra service desk for the modification or additions of the AVS Admin. 7) Configuration and Device Deployment: Customer will be responsible for any staging, validation of the Device golden image with the AVS agent and deployment of this image on the Device. Customer will provide a stable Device configuration and also detail the Device deployment to Zebra. This level of detail must be provided to allow for the purpose of configuring, installing, testing and troubleshooting the AVS. Optional advanced services are available if the Customer does not have the technical resource. 8) Provide Device Gold Image, Device Profiles/Packages and Manage any Deployment or Customer Software Updates: Customer is responsible for Gold Image creation, deployment and remote updates of images or software on devices. Optional Advanced Services are available to order if required. Customer is responsible for loading the AVS Agent provided by Zebra as a part of Gold Image. If the 4

5 AVS Agent is not installed and configured correctly then devices will not be visible in portal. All deployed devices need to be updated and the Gold image must be updated and shared with Zebra if Zebra is loading Gold Image after repair. 9) Services Not Provided and Not Included in AVS: Customer is responsible for device managementrelated services such as Deployment and Staging. Services not specified in this service description document will not be provided by Zebra as part of the AVS. Zebra will not be responsible for the device management, golden image management and device updates. Optional Advanced Services are available to order if required. 6. Limitations and Restrictions 1) The provision of AVS shall be subject to the terms and conditions of the Customer s Agreement with Zebra or in the absence of such Agreement, subject to the Zebra Service Terms and Conditions. 2) The AVS is only available for Zebra Devices with a current Zebra Support Contract. The AVS for each device will automatically expire with the Zebra Support Contract tied to that device. Renewals will be available with renewal of the Zebra Support Contract. 3) The AVS service will require a support service contract to purchase, i.e. AVS will be ordered as an optional item to the support service purchased. 4) AVS will be operational for the following Operating System Versions: Android - Android 4.1.X Jelly Bean, 4.4.X Kit Kat, and 5.1 Lollipop. Window Mobile/Embedded - Windows Mobile 5.0, Windows Mobile 6.X, Windows Embedded 6.5.X, and Windows 8.1 Windows CE/Windows Embedded Compact - Windows CE5.0, CE6.0, and CE7.0 5) AVS will be available for the following Zebra Products only: TC55, TC70, TC75, ET1, ET50, ET55, MC67, MC40, MC18, MC3200, MC70, MC75, MC55, MC65, MC67, MC95, ES400, MC21XX, MC45, MC9100, MC9200, Omni XT15, EP10, VC6090, WT4090, WT41N0, MC17, MC18, VC70, VC5090, MT2000, MC2100, MC32XX, MC31XX, and Omni XT The list of Zebra products fully supported in AVS is set out at: 6) AVS can only be ordered for all Zebra enterprise mobility devices, as listed above, in the support service contract and it cannot be ordered for part of the devices in the same contract 7) AVS can only be ordered for Zebra enterprise mobility devices and not for the accessories/batteries. 8) Future operating systems and mobile devices will be tested and made available when released via Zebra 5

6 9) Zebra will not be responsible for purchasing or testing non-zebra devices as part of the service. 7. Eligibility This Service is available to Zebra customers and authorized distributors/partners/resellers, and is only available for Zebra devices. 8. Availability AVS is available globally including NA, EMEA, LA and APAC. To check availability in a particular country or for further details, please contact a Zebra sales representative by visiting: 9. Definitions The following terms and definitions govern the scope of the Asset Visibility Service described in this Service Description Document: Agreement : shall mean the agreement in force between Zebra Technologies (or one of its affiliates) and the Customer governing the purchase of the AVS (the "Underlying Agreement"), or in the absence of an Underlying Agreement, by the regional Zebra Standard Terms and Conditions of Sale for Services applicable to such purchase AVS : shall mean the Asset Visibility Service described in this Service Description Document. AVS will require a Zebra Support Service Contract to purchase AVS Admin shall mean an AVS Service role which provides the admin access to the Administrative Panel on AVS portal. The Administrative Panel provides the users with features that help manage regular AVS Portal users access to the dashboard. The AVS admin is associated with one or more of customer contracts. It is an administrative role which may be given to a person at Customer Company. This person is automatically entitled to AVS Admin role when his/her id is entered on an AVS Contract. AVS admin is required to entitle and manage one or more contracts belonging to his/her company. He/she is required to group the contracts together into View Groups and invite regular users so that regular users can get access to the AVS dashboard. The AVS user s guide provides more information about AVS admin and users role. AVS Portal : shall mean the service portal forming part of AVS. Contract : shall mean the purchase order placed by the Customer for the AVS (if and when accepted in writing by Zebra) and which constitutes a separate binding contract entered into by Zebra and the Customer 6

7 in accordance with and incorporating the terms and conditions of the Agreement and this Service Description Document; Customer : shall mean the entity purchasing the AVS from Zebra. Devices : shall mean the devices covered by a Contract (e.g. mobile computing devices.). EULA shall mean the End-User Customer License Agreement applicable to the AVS. End-User Customer : shall mean the Customer or, in case the Customer is a member of Zebra s PartnersFirst or PartnerEmpower channel program, whose Devices are the object of the AVS. MDM : shall mean Mobile Device Management for the administration of mobile devices. Service Desk : shall mean Zebra s help desk for telephone and support, as described in the Zebra Support Contract(s). Zebra Support Service Contract : shall mean the contract under which Zebra provides support services in relation to Zebra Devices (e.g. Zebra OneCare Essential or Select). 7