Agilisys G-Cloud Service V Service Definition Endpoint Management Lot 1 Infrastructure as a Service (IaaS) April 2014 At Agilisys we deliver success through innovation working with our clients to transform services that make a difference to millions of people across the UK 26-28 Hammersmith Grove, Hammersmith, London, W6 7AW P 0845 450 1131 F 0845 450 1132 info@agilisys.co.uk www.agilisys.co.uk.
Contents 1 Introduction... 3 2 Service Overview... 3 3 Information Assurance & Accreditation... 3 4 Back-up, Business Continuity & Disaster Recovery... 4 5 On- & Off-Boarding... 4 6 Pricing... 5 7 Service Management... 5 8 Service Constraints... 6 9 Service Levels... 6 10 Financial Recompense... 7 11 Training... 8 12 Ordering & Invoicing... 8 13 Termination Costs & Terms... 8 14 Service Migration... 9 15 Customer Responsibilities... 9 16 Technical Requirements... 9 17 Trial Option... 10 The enclosed material is copyright of Agilisys and must not be copied in whole or in part for any purpose without the express written consent of Agilisys. Page 2 of 10
1 Introduction Agilisys is one of the UK's most innovative IT and business services providers, helping Customers to transform their businesses. We have earned a strong reputation in both public and private sector and hold deep domain expertise within government, healthcare, third-sector organisations and technology. Please see www.agilisys.co.uk for further details of the products and services we offer. 2 Service Overview The Agilisys Endpoint Management Service provides a completely integrated approach for managing, securing, and reporting on desktops and laptops. The Agilisys Endpoint Management cloud service manages a Customer s desktop and laptop estate. This service includes: Patch Management including the patching of Customer endpoint operating system and applications, and provision of patch management status reports Application Usage Reporting providing reports on the utilisation of Customer applications installed on endpoints Hardware and Software Asset Reporting providing detailed reporting on all IP addressable assets, and software installed thereon Security Management assessing systems against known vulnerability definitions, and providing vulnerability management reporting Software Deployment 3 Information Assurance & Accreditation All core infrastructure and system data pertaining to the Endpoint Management Service is located within the United Kingdom. Where specific diagnostic data is required by the vendor for development or incident / problem management this will not leave the European Union boundary. Only non-specific anonymous Endpoint Management system data will be submitted for diagnostic purposes outside the EU. Where appropriate, technicians and engineers supporting the Endpoint Management Service are subject to suitability checks and are UK-based. All technicians and engineers have had a minimum of operator training and senior engineers have the appropriate vendor certification. Page 3 of 10
The Endpoint Management Service is domain independent. There is no requirement for Agilisys to have security credentials within the Customer authentication domain. Strong 4096-bit encryption methods are used in all Endpoint Management system network messages, with the encryption certificate managed internally by the system itself. Our implementation is IL2 compliant with certain infrastructure components meeting IL3 compliance for Restricted Information. 4 Back-up, Business Continuity & Disaster Recovery The Agilisys Endpoint Management Service is designed and implemented to offer a high availability service for management of our Customers device estate. Core systems are located in a high availability secure data centre environment All system data is backed up daily and held at secure offsite locations Multiple management servers configured for load-balance and failover reduce the risk of orphaned endpoints and result in an average core service up-time of 98% 5 On- & Off-Boarding On-Boarding The on-boarding process is affected by means of series of 3 one day workshops. The on-boarding process will cover: Provision of a documented technical architecture Agreed governance process handoff between Agilisys and the Customer Agreed Test Plan for endpoint security and application patching Deployment of Endpoint Management relay(s) Direction provided on how to deploy agents to desktops and laptops Direction on required firewall rules and permissions Off-Boarding The off-boarding process entails: Removal of the Customer from the Endpoint Management Service Direction on removal of all agent and relay software from Customer endpoints and servers Page 4 of 10
6 Pricing Volume Price per Endpoint per Month 1000 2500 5.41 per month 2501 5000 4.95 per month 5001 + 4.71 per month Minimum order period of 12 months. Within the pricing the standard on-boarding charge is included. This provides six days of on-board setup. In our experience this should be sufficient for the majority of on-board set-up, however, any further days required will be charged at standard day rates, as set out in the Agilisys Lot 4 Specialist Cloud Services rate card. 7 Service Management Support is provided through a Service Desk arrangement: Availability is Monday to Friday 09:00-17:30 The primary means of logging all calls, incidents and queries is via the Call Service Desk using the following e-mail address: iem.support@agilisys.co.uk The secondary means of contact to the Service Desk is via the following telephone number: 0845 120 7176 Service Details The service includes the following: Patching of Customer endpoint operating system and applications. In-scope operating systems are Windows, Linux, Solaris, HP-UX, AIX, and Macintosh. In-scope applications are Microsoft Office components including Microsoft Outlook, Word, PowerPoint, Project, Visio and Excel, and a number of standard desktop applications including Adobe Reader and Java. A full list of in-scope applications can be provided upon request. Deployment of software to Customer endpoints. Software deployed under in-scope applications are Microsoft Office components including Microsoft Outlook, Word, PowerPoint, Project, Visio and Excel, and a number of standard desktop applications including Adobe Reader and Java. A full list of in-scope applications can be provided upon request. The following reports are provided: Page 5 of 10
Application Usage Report detailing the utilisation of Customer applications installed on endpoints Hardware and Software Asset Report detailing all IP addressable assets, and software installed thereon Vulnerability Management Reporting Security Management assessing systems against known vulnerability definitions, and providing vulnerability management reporting Maintenance and Additional Functionality Additional functionality available for pricing upon application includes: Patching of applications not included in the in-scope application list. Deployment of software not included in the in-scope application list. Customised reports Prices will be calculated using the Agilisys Lot 4 Specialist Cloud Services Rate Card 8 Service Constraints Maintenance Windows A maintenance window is defined to perform acceptable scheduled server downtime. This is defaulted to three hours per week scheduled between 00:00 and 08:00 on a Sunday, and permits in-band security updating and general opportunistic maintenance. Scheduled Product Updates An annual major upgrade and quarterly minor updates are performed to the Endpoint Management core system. 9 Service Levels General Service Response Times The service response times are: All endpoints will receive approved operating system and application security patches within 15 calendar days of release from the relevant software vendor (e.g. Microsoft) Software deployments to be actioned within 3 working days of request to service desk Requests to add new software items to the software deployment library to be completed within 5 working days of a fully completed request being received Any anticipated delays will be notified within 2 working days of the request being received Page 6 of 10
Out of band / urgent security patches will be tested within 1 working day of release from relevant software vendor, with deployment to active endpoints within 24 hours of the successful tests and emergency change being approved by the Customer. Availability Standard system availability of the Endpoint Management Service is 98%. Incident Problem and Change Management The Customer has the right to escalate calls of particular urgency; escalation procedures exist to ensure that all required resources are assigned to a critical priority 1 problem. Standard support and maintenance agreements provide guaranteed acknowledgement and targeted resolution of issues within the agreed service level. The below table defines the standard response time SLA Priority Response Time Incident Description 1 - Critical 1 hr Critical business impact for example: - entire system is unavailable e.g. All endpoints not reporting back - MDM self-service web portal down 2 - High 2 hours Major business impact for example: - an important component of the system is unavailable e.g. reporting 3 - Medium 4 hours Medium business impact for example: - a component of the system is subject to fault but a workaround exists 4 - Low 8 hours Minor business impact including: - functionality problems of a cosmetic nature; or - request for advice or guidance. Target Fix Time Within 1 working day (with a workaround within 4 hours) Within 2 Working Days Fixed for Release within 10 working Days As agreed 10 Financial Recompense Service Credits The service level is for 98% availability (excluding planned down-time), measured over the monthly billing period. A service credit of 1% of the monthly charge shall be given for each 1% below the service level that the actual service is delivered at, measured over the monthly billing period. Page 7 of 10
The maximum service credit payable by Agilisys for a monthly period is 10% of the service charges, with an annual (i.e. 12 billing periods) cap on service credits of 5% of the annual service charge payable. Service credits will be offset against the next month s bill. 11 Training No formal training is required or offered as part of this service. A user guide for Endpoint Management including Self-Service Portal awareness is available. 12 Ordering & Invoicing Orders can be placed by contacting gcloud@agilisys.co.uk. If there are any additional queries please contact gcloud@agilisys.co.uk indicating your area of interest and a member of the Agilisys Team will contact you to discuss how we can meet your requirements. All services are invoiced monthly in arrears. Payment terms are 30 days from invoice. Invoices will be dated from the date the Customer started using the service. 13 Termination Costs & Terms When the service requires a cessation or cancellation, the Customer should contact their business relationship manager at gcloud@agilisys.co.uk. Cessation of service is within 30 working days from request by the Customer. Should the Customer cancel their order during installation, Agilisys reserves the right to raise a charge. The Customer can cancel the service providing a 30 day notice period. All remaining term capacity will need to be paid in full upon termination. Exit is dealt with in the off boarding section. Page 8 of 10
14 Service Migration No service migration services are provided. 15 Customer Responsibilities The Customer is responsible for: Provision of a single Customer standard desktop and laptop to allow Agilisys to perform testing of all patches before they are deployed. Implementing firewall rules and permissions allowing agents installed on end-points and relays deployed within the Customer network to communicate back to the Agilisys Endpoint Management Service Provision of suitable computer(s) for the Endpoint Management relays to be installed upon within the Customer network Deploying agents on desktops and laptops Attending on-boarding meetings Licensing of all software installed on or deployed to Customer desktops and laptops 16 Technical Requirements The Agilisys Endpoint Management Service is both a cloud service and a physical application. It is comprised of: Agents installed on each endpoint to be managed. Endpoints in-scope of this service are desktops and / or laptops. Endpoint management relay(s) installed on a suitable computer(s) within the Customer network. Agents will point to a relay for downloads which in turn makes requests to the Endpoint Management Service. Agent software and hardware asset information is sent in encrypted messages back to the Endpoint Management Service. All connections are initiated by the agents and relays and not the Endpoint Management Service. Network routing is required between the Agilisys Endpoint Management Service and the Customer infrastructure secured with appropriate firewall rules to allow secure communication between relays. The Endpoint Management agent can run under Windows, Linux, Solaris, HP-UX, AIX, and Macintosh operating systems. Page 9 of 10
Relays can be installed on the following servers: Windows 2008r2, Windows 2012, RedHat Enterprise version 4 and above, and Solaris 10. The server will require sufficient disk space to hold system data. This would depend on Customer requirements and will be scoped as during the on-boarding process. 17 Trial Option A trial service is available on a discretionary basis, please enquire if required. Page 10 of 10