Service Level Brief for Imprivata Privileged Access Miscellaneous Services

This Service Level Brief (“SLB”) defines the professional services offerings (“Services”) that are available to Customer to perform Imprivata Vendor or Customer Privileged Access Miscellaneous Services. 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 project.

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 project management and professional services as part of this SLB. The Customer may elect to use one (1) of the services offerings defined below to assist with Imprivata Privileged Access Miscellaneous Services.

Available Privileged Access Miscellaneous Services Offerings

The Customer and Imprivata Project Teams will confirm which one (1) of the following services in the Available Privileged Access Miscellaneous Services Offerings in this section will be delivered as part of this project.

Up to 7 hours of Training & Consulting (e.g. use case consulting, vendor application setup guidance, internal user workflows)
Database Manipulation (backend database changes e.g. mass user updates)
Privileged Access server move within Customer environment (when maintaining the same networking, does not include new server deployment and migration)
Active Directory/SSO Integration or new setup assistance
Non-Imprivata Privileged Access Management integrations (Delinea, CyberArk, etc.)
- PAM Plugin installation and integration with Privileged Access to configure at least 2 PAM credentials
Up to 2 Custom reports (using available database and reporting fields within Privileged Access)
Failover/Disaster Recovery tests for two server production and disaster recovery deployments
- Downtime maintenance event: Failover to inactive node and promote to active production
- Validate
- Downtime maintenance event: Fail back to production and re-promote to active node
Salesforce integration with Privileged Access
Deployment of Privileged Access sandbox/test server/extra instance server only in Imprivata SaaS Environment (without training, external production connectivity)
Deployment of disaster recovery node to existing single Privileged Access Imprivata SaaS Environment deployment (without training, external production connectivity)
Up to 3 Bulk Imports of supported data to the UI, using templates provided by Imprivata
Standalone reporting server deployment (new server deployed for purposes of reporting module only following Imprivata project and technical documentation)

Project Completion and Documentation

Documentation of the Customer’s project, including:

Customer and Imprivata Project team will agree upon project completion based on the activity performed
- Project will be considered complete once 8 hours are consumed
Technical documentation as needed based on activity performed
Templates as needed based on activity performed
Project close out documentation

Services Out of Scope

Networking within customer environment
Custom development

Project Conditions

Services are performed as a “fixed fee” project. Should any Services require additional scope, the Customer may utilize Imprivata’s standard SOW process 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.
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 hours 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 hours will be provided.
All services outlined in this SLB are inclusive of travel and expense.
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.