Service Level Brief for Imprivata Mobile Access Management Analytics Implementation

Service Level Brief for Imprivata Mobile Access Management Analytics Implementation

This Service Level Brief (“SLB”) defines the scope of the services (“Services”) that are available to Customer for the implementation and deployment of Imprivata Mobile Access Management Analytics (MAM-A). Should the customer require services outside the scope of this SLB, the Customer may utilize the 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

The following services will be provided as part of this Service Level Brief. Any services not described herein will require a Statement of Work with additional Services.

Remote Project Management and Project Readiness Services

  • Conduct 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 scheduling
  • Provide a project plan and timeline to the Customer
  • Coordinate a technical call with the Customer and the Imprivata Lead Implementation Engineer(s) to review project tasks, schedules and resources
  • Measurement and evaluation of progress with the Customer’s Project Manager during bi-weekly 30-minute status calls when needed.

Enterprise Access Management Analytics Configuration

The Imprivata Professional Services team will perform the following tasks:

  • If Customer does not have Imprivata Access Intelligence Platform (AIP), deploy AIP in Imprivata Cloud Environment
  • Review and Validate IP Whitelist connectivity
  • Review and configure AD extended attributes
  • Review and Enable SSL Certification Creation
  • Review MAMA Solution Doc
  • Configure and test EAM data
  • Load data into MAMA
  • Creation of user account and folders for file deliver
  • Perform validation of analytics reporting
  • Imprivata will set up and configure the MAM Analytics interface for the customer, including setting up an initial dashboard with 2 standard reports
  • Imprivata will set up users for an initial set of MAMA users that is provided by the customer, with instructions on how the customer can set up additional users in the future

Customer responsibilities include:

  • Ensure availability of technical resource(s) who are responsible for supplying audit log information, authoritative user data to be monitored using Imprivata documentation where applicable
  • 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.

Go-Live and Remote Education Services

  • Imprivata will provide up to 3 (1 hour) training sessions on the configured dashboards and reports
  • Imprivata will confirm that all necessary fields are available to support the standard use cases/reports.

Project Conditions

  • Services are performed on a fixed fee basis. Should the customer require services outside the scope of this SLB, the Customer may utilize the 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 and has been upgraded to the latest available EAM release 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, the Services will expire six (6) months 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 the Services 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.

Last updated Nov 6, 2025