Service Level Brief for Imprivata Access Compliance Data Source Implementation

Service Level Brief for Imprivata Access Compliance Data Source Implementation

This Service Level Brief (“SLB”) defines the professional services offerings (“Services”) that are available to Customer for the implementation and deployment of Imprivata Access Intelligence Platform. 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 Imprivata’s standard SOW process to purchase additional time.

The Services shall be subject to the terms and conditions set forth in that certain license agreement between the parties (the “License Agreement”) 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, and onsite, 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 the data source.

Customer may select from the following services in order to configure a single data source for the Imprivata Access Intelligence Platform. Customer will be responsible for creating and delivering file extracts that contain the required fields and formatting for the implementation of the new data source.

Remote Project Management and Project Readiness Support Services

  • Reviewing the Statement of Work and contractual responsibilities of both parties with the Customer’s Project Manager
  • 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 and budget tracking during the active periods of the project
  • Serving as Customer’s primary escalation point for all technical and business-related issues pertaining to Imprivata
  • Work with the customer to complete the customer environment document (CED)
  • Creation of a Data Definition Guide (DDG) and an Identity Management Configuration Document for proper field mapping
  • Authentication Testing
  • Customer shall establish Transport Layer Security (“TLS”) for all of the Customer domains with the domains of Imprivata within fifteen (15) days of the commencement of the subscription term.

Prior to the start of the project, the Customer will designate a Project Manager who will be the primary point of contact for communications relative to the project and will have the authority to act on behalf of the Customer in all matters regarding the project, including:

  • Managing the Customer’s personnel and responsibilities for the project
  • Serving as the interface between departments participating in the project
  • Participating in project meetings
  • Helping resolve project issues and escalating issues within the Customer’s organization as necessary

Additional Access Compliance Data Source

The Imprivata Implementation Engineer(s) will configure and test the data source(s) by performing the following:

  • Provide application extraction
  • Review and determine fields to extract and generate sample files
  • Deliver sample file to Access Intelligence Platform
  • Review file and perform Data Definition Guide (DDG) field mapping
  • Load data into Access Intelligence Platform
  • Data integrity review
  • Creation of user account and folders for file delivery of each application

The Imprivata Professional Services team will perform three (3) rounds of testing on the Customer data and application, including but not limited to:

  • Data Load and Appends
    • Ensure required fields and indexing are installed to enable customer use cases in reporting
    • Ensure the appended data is accurate and consistent
  • Automation
    • Confirm streamlined performance of application
    • Ensure consistent file delivery and successful file parsing schedule
    • Confirm successful notifications to Customer upon job failures
  • Final
    • Review the previous rounds of testing to safeguard against and account for last-minute adjustments

The Imprivata Technical Project Manager will work with the Customer’s identified application owners and Access Intelligence Platform end users to review data via an online session and will verify the extracted data from the source system has been loaded and mapped correctly within the Access Intelligence Platform system.

  • The Imprivata Technical Project Manager will also confirm with end users that all necessary fields are available to support the required use cases/reports.
  • The Imprivata Technical Project Manager will receive a sign off from end users to start automating the file loading and initiate go-live preparation.

It is the Customer’s responsibility to perform any additional data verification.

Project Conditions

  • Services are performed on a “time and materials” basis. This SLB is limited to the following remote hours, and onsite days, of 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 SOW process to purchase additional time.
    • 40 remote hours - inclusive of Project Manager hours and Implementation Engineer hours
  • 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.
  • 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.