Service Level Brief for Imprivata Privileged Access Migration to Imprivata Cloud

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

The following services may be provided in order to deploy and migrate production connectivity to new VPAM Appliance(s) hosted in Imprivata Saas Environment (Cloud).

Privileged Access Project Management and Project Readiness Support

Confer with Customer Project team to ensure project readiness, review project roles, set expectations, and confirm logistics.
Work with the customer to complete Server Setup, Configuration, Validation Testing, and Migration Downtime
Serving as Customer’s main escalation point for all technical and business-related issues pertaining to Imprivata during the engagement period.

Privileged Access Remote Configuration

Setup and Configuration of VPAM server(s) in SaaS Environment
Creation of new URL for SaaS server
Creation of administrative user accounts
Assistance with SSO integration on new system
SSL Certification Creation& Installation
Perform migration preparation, copy legacy database to new appliance(s)
Complete database and audit migration from legacy system to new appliance(s)

Migration Downtime and Project Completion

Work with Customer to schedule production downtime to complete migration
Work with Customer to ensure proper validation steps were performed prior to migration downtime event
Complete database and audit migration from legacy system to new appliance(s)
Escalate connectivity issues
Confirm customer access to VPAM Cloud UI

Project Documentation

Documentation of the Customer’s project, including:

Project close out documentation

Services Out of Scope

Dataset & Database Manipulation
Custom Reporting or Scripting
Networking within customer environment
Administrative Training
Additional integrations not listed in this SLB

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.