Service Level Brief for Imprivata Customer Privileged Access Management Cloud Implementation

Service Level Brief for Imprivata Customer Privileged Access Management Cloud Implementation

This Service Level Brief (“SLB”) defines the professional services offerings (“Services”) that are available to Customer for the implementation of Imprivata Customer Privileged Access Management (CPAM) in Imprivata SaaS Environment (Cloud). 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.

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 implementation services as part of this SLB. The Customer may elect to use any of these services defined in this SLB to assist with a project-based implementation of Imprivata Customer Privileged Access Management (CPAM) in Imprivata SaaS Environment (Cloud).

The following services may be provided in order to deploy CPAM Cloud Appliance(s), Administrative Training, and Onboarding of 1 customer (production connection).

Customer Privileged Access Management (CPAM) Project Management and Project Readiness Support

  • 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 Project team to ensure project readiness, review project roles, set expectations, and confirm logistics.
  • Providing a project milestone plan to the Customer and updating the plan during the period of the engagement
  • Preparation of Agendas, Meeting recaps and an overview status report via cadenced conference call meetings with Customer project team during the active periods of the engagement
  • Work with the customer to complete Server Setup, Training, and Connection Testing for up to 1 production connection
  • Serving as Customer’s main escalation point for all technical and business-related issues pertaining to Imprivata during the engagement period.

Customer Privileged Access Management (CPAM) Remote Configuration

  • Setup and Configuration of CPAM server(s)
  • Creation of administrative user accounts
  • Assistance with SSO or Active Directory integration
  • SSL Certification Creation & Installation

Go Live Definition

Deployment and Configuration of CPAM Server and production connection to at least 1 customer company

The Imprivata Project Manager and Customer Project Manager will determine the schedule to meet this deliverable as part of the ongoing project planning process.

Project Documentation

Documentation of the Customer’s project, including:

  • Weekly status reports
  • Project close out documentation

Adoption Services & Go Live Preparation

Admin Training (Product Certification)

  • Administrative Training / Product Certification session for administrators

Onboarding Training & Consulting for up to 1 Customer

  • Identification of key workflow points to construct within the user interface
  • Identification of resources and process for completing a customer list
  • Reviewing requirements for Customer information and application creation within CPAM
  • Provide customer communication templates and/or product documentation
  • Providing guidance to configure Customers, Application Groups and hosts to provide remote access
  • Providing reasonable assistance to include training, configuration assistance in UI, connectivity testing, and outreach
  • Configuration of Nexus fortarget Vendor Privileged Access Management (VPAM) companies
  • Performing up to 1 Bulk Import of supported data to the UI, using templates provided by Imprivata

Services Out of Scope

  • Dataset & Database Manipulation
  • Custom Reporting or Scripting
  • Networking within customer environment

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.

Last updated: February 12, 2026