Service Level Brief for Enterprise Access Management G4 to G5 Appliance Migration

This Service Level Brief (“SLB”) defines the scope of the services (“Services”) that are available to Customer for the migration of virtual G4 appliances to virtual G5 appliances for Enterprise Access Management. The migration is being performed in response to the end-of-life of the G4 series on September 30, 2027. This engagement also includes upgrading Enterprise Access Management from the current version (7.7) to the latest production release. If required, the Imprivata Implementation Engineer will re-provision the Customer’s Imprivata Cloud Connection following the upgrade.

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

Imprivata offers the following remote project management and implementation services as part of this SLB. Any services not described herein will require a Statement of Work with additional Services.

The following services will be provided to prepare, test, validate, and migrate the Customer’s Enterprise Access Management environment to the G5 appliance platform.

Enterprise Access Management Project Management and Project Readiness Support

Review the SLB and contractual responsibilities with the Customer’s Project Manager.
Conduct a project kick-off meeting with the Customer, Imprivata Project Manager, and Imprivata Lead Implementation Engineer(s) to confirm project readiness, roles, expectations, and logistics.
Provide and maintain a project plan during the engagement.
Coordinate technical calls to review project tasks, schedules, resources, and prerequisites.
Measure and evaluate project progress with the Customer’s Project Manager and serve as the Customer’s primary escalation point for issues pertaining to Imprivata.

Enterprise Access Management Appliance Migration and Software Upgrade

Complete a test migration and validation of the updated Imprivata Appliance platform, followed by cutover of the production environment to the new platform.
Review output from the Imprivata Deployment Report Tool and current Enterprise Access Management enterprise configuration, including audit servers, audit records, and software version.
Review required downloads, appliance configuration requirements, recommended pre-migration changes, and rollback planning.
Build the new Enterprise Access Management enterprise as a mirror of the current production environment.
Upgrade the current production enterprise to the software version/hotfix best suited for migration, as determined jointly by the project teams.
Export the current production system and import it into the new enterprise to create the mirror environment.

Migration Validation and Production Cutover

Validate agent connectivity, authentication modalities, appliance and agent failover, SSO functionality and profiling capabilities.
Complete a system backup, restore, and download, and create/export reports as part of validation.
After validation, power down the current production appliances and migrate the new appliances to the current production appliance IPs. Expected downtime is approximately 10–15 minutes.
Perform validation testing on the new appliances after cutover to production.

Project Documentation

Document the Customer’s project, including weekly agendas and work completed, workflows and/or applications, enterprise configuration, configured policies, recommendations for next steps, and project closeout documentation.

Services Out of Scope

Additional integrations or services not listed in this SLB.

Project Conditions

Services are performed as a “fixed fee” project. 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 project schedule, who will engage with Imprivata’s technical team; coordination of project meetings and requirements gathering sessions; problem and conflict resolution management; and serving as the 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 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 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: September 22, 2026