Service Level Brief for Imprivata EAM and/or Confirm ID Foundational Implementation

This Service Level Brief (“SLB”) defines the professional services offerings (“Services”) that are available to Customer for the implementation and deployment of Imprivata OneSign and/or Confirm ID. The specific Services provided from the list of offerings will be determined and agreed to by Imprivata and the Customer at the start of the implementation project and will not exceed the number of hours defined in the project conditions section. Should any Services require additional time to complete, the Customer may utilize the Project Change Request process (“PCR”) to purchase additional time.

The Services shall be subject to the terms and conditions set forth in that certain Purchase and License Agreement between the parties and constitute Imprivata’s entire obligation hereunder. Any capitalized terms used herein but not defined shall have the meaning given to them in the License Agreement.

Description of Available Service Offerings

Imprivata offers the following remote project management, implementation and deployment services as part of this SLB. The Customer may elect to use any of these services within the budget of hours defined in the project conditions section to assist with a project-based implementation of Imprivata OneSign and/or Confirm ID.

Remote Project Management and Project Readiness Support Services

Conducting a project kick-off meeting between the Customer, the Imprivata Project Manager and the Imprivata Lead Implementation Engineer(s) to ensure project readiness, review project roles, set expectations, and confirm logistics
Providing a project plan to the Customer and updating the plan during the period of the engagement
Coordination of a technical call with the Customer and the Imprivata Lead Implementation Engineer(s) to review project tasks, schedules and resources and make changes and additions, as necessary
Measurement and evaluation of progress with the Customer’s Project Manager
Preparation of status reports during the active periods of the engagement
Serving as Customer’s primary escalation point for all technical and business-related issues pertaining to Imprivata
Providing ongoing project status documentation and “as built” configuration information upon completion of the project
Providing recommendations for next steps in the deployment of the Imprivata solution

Remote Configuration and Validation Services

Imprivata Appliance setup and configuration
Configuration of Imprivata sites, domains and policies
Configuration of Imprivata workstation workflows
Configuration of strong authentication devices such as proximity card readers and fingerprint biometric readers
Configuration of Imprivata Self-service password reset (SSPR)
Configuration of Imprivata Virtual Desktop Access (VDA)
Application enablement for Imprivata OneSign single sign-on (SSO)
Configuration of Imprivata Confirm ID for Remote Access
Configuration of Imprivata Confirm ID for EPCS
Configuration of Imprivata Confirm ID for Clinical Workflows and Medical Devices

Remote Education Services

Training for resources responsible for taking help desk calls related to Imprivata OneSign or Confirm ID
Training for power user resources responsible for providing spot assistance to end-users and ongoing training of new users of Imprivata OneSign or Confirm ID

Remote Go-Live Services

Front-line remote technical support during go-live events for Imprivata OneSign or Confirm ID
Remote enrollment for Imprivata OneSign or Confirm ID users and end user event reporting for departments in scope

Project Conditions

Services are performed on a “time and materials” basis. This SLB is limited to 75 hours of remote implementation time and is a “not to exceed” amount without a Customer approved change request. Should any items require additional time to complete, the Customer may utilize the Project Change Request process (“PCR”) to purchase additional time.
The Customer will designate a project manager (“Project Manager”) as the principal point of contact throughout the engagement. The Project Manager’s responsibilities include: scheduling and planning of the Customer’s IT resources, per the agreed to project schedule, who will engage with Imprivata’s technical team. Coordination of project meetings and requirements gathering sessions, problem and conflict resolution management, and point of contact for escalations.
The scope of this SLB assumes that the Customer’s environment complies with current Imprivata supported components at project commencement.
Prior to any test and validation efforts, the Customer is responsible for identifying and providing to the Imprivata Implementation Engineer testing scenarios which reflect end-user workflows in the Customer’s production environment.
Services are performed between the hours of 8:00 AM and 5:00 PM local Customer time, excluding weekends and normally observed holidays. Services provided outside these times will be agreed-upon in writing by both parties in advance and may be subject to additional fees.
Imprivata may elect to deliver some or all of the services through one of its certified partners. The certified partner will perform the services as a subcontractor to Imprivata.
Unless otherwise agreed in writing, any unused services will expire one year from the date of the Purchase Order, at which point Imprivata will be under no obligation to perform any additional services under this SLB. No credit/refund of unused service days will be provided.
Customer understands that Custom Development, such as but not limited to Extension Objects (EXO), may be implemented at the request of the Customer during a project. However, Custom Development work is not covered by the Imprivata Maintenance agreement to include updates, additions, or issues remediation.
Imprivata requires 14 days advance notice of the need to reschedule a remote session. Failure to provide the appropriate notice may result in cancellation fees which are: daily rate for consultant time or the usage of a purchased services day. The Customer agrees to reimburse Imprivata for these fees if the cancellation is less than the required minimum advance notice. If the Customer needs to reschedule, they must contact their Imprivata project manager as soon as possible to reduce the scope and possibility of the above fees.

Payment Terms

Services will be invoiced as per the terms of your Imprivata Quote.

Acknowledgement

Imprivata shall retain all copyrights, patent rights, and other intellectual property rights to use anything developed by Imprivata for the Customer under this SLB. Imprivata grants the Customer a non-exclusive, non-transferable, royalty-free license to use anything delivered to the Customer hereunder. Any agreement made verbally or via any other means outside of the contents of this SLB is not binding and Imprivata is under no obligation to provide those services.

Last updated: April 28, 2026