Service Description. Application Packaging & Virtualization. Introduction. The Scope of This Service

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1 Service Description Application Packaging & Virtualization Introduction Dell is pleased to provide the Application Packaging & Virtualization service (the Service(s) ) in accordance with this Service Description ( Service Description ). Your quote, order form or other mutually-agreed upon form of invoice or order acknowledgment (as applicable, the Order Form ) will include the name of the service(s) and available service options that you purchased. For additional assistance or to request a copy of your service contract(s), contact Dell Technical Support or your sales representative. The Scope of This Service The Service is delivered in two phases. The first phase, mobilization, covers the setup for application packaging (MSI or EXE) and/or virtualization (for example, Citrix XenApp, Microsoft App-V, VMware ThinApp ). Any new application packaging or virtualization will begin with a mobilization. The mobilization phase is required for existing application factory customers for whom we have completed packaging three plus years ago or that are changing base OS platforms. The second phase, application packaging and/or application sequencing, covers the conversion of all submitted applications to the MSI/virtualized format. The phases are described more fully below. Phase 1 - Mobilization During the mobilization phase, Dell and Customer will establish overall standards and parameters for the project as well as agreement of the processes to be followed. The mobilization phase concludes with the initiation of an application packaging and/or sequencing engagement. Phase 2 will not commence until the mobilization phase is complete. Phase 2 Application Packaging and/or Application Sequencing This phase may include application packaging, application sequencing or combination of both depending on the solution purchased. The conversion of submitted applications to the MSI/Virtualized format Testing the package To ensure it meets the desired criteria and performs as expected Once the applications have been packaged and tested, Dell will deliver the application packages to our workflow/interface tool where a customer can access the package 1 Application Packaging & Virtualization V1 July 2013

2 In addition to the features described above, the Service includes the following: 1) Dell s provision of a secure Internet-based storage facility for submission of applications and supporting documentation. 2) Based on what Service has been purchased, applications will be packaged and/or virtualized to agreed upon Customer standards that include: a) For MSI packaged applications i).msi File ii).mst File (For vendor.msi s) iii) Install script in CMD or VBScript format iv) Uninstall script in CMD or VBScript format v) Readme.DOC vi) Custom Actions Sub-folder (if required) b) For sequenced (virtualized) packages i) Virtualized package for VMware Thinapp, Citrix Xenapp or Microsoft App-V (as selected by Customer) ii) Readme.DOC iii) Any scripts created will be provided 3) Verification of virtualized and packaged applications, including: a) Package installs / uninstalls without error b) Application starts and terminates without error c) Application can open a data file (if applicable) d) Registry keys are correctly written during installation and removed during uninstall e) Self-repair initiates correctly and application should start as usual even if application executable has been deleted (if applicable) f) Test launching application as different user, to confirm correct current user configuration / repair functionality 4) The fixing of ICE errors in repackaged applications, where necessary. If the repackaged application contains ICE errors this will be documented in the application report. 5) Conflict management of applications packaged by Dell against an OS build provided by Customer. Only applications packaged by Dell will be managed for conflicts. 6) Online reporting of project status using a workflow report process. 7) 30 Day Application Issue Rectification Period Dell will notify Customer of the package availability through an automated . The package is then ready for download from the distribution site for Customeraccess. If within 30 days of the completed application packaged date the Customer identifies application-related issues and provides Dell notice of same, Dell will take commercially reasonable efforts to rectify them. 8) Dell will appoint a Single Point of Contact (SPOC) and a Service Delivery Manager for the duration of the contract. All communication with Dell s offsite packaging practice will be with the packaging center at Dell (either US or UK factories).a Dell representative will contact the Customer to schedule this Service, allowing for at least a ten business day lead time prior to the start of the Service, based upon a mutually agreed to resource availability. 2 Application Packaging & Virtualization V1 July 2013

3 Subject to local law relating to weekly work hours and except as noted below, this Service will be performed Monday through Friday during normal Dell business hours, which is from 8:00 AM to 6:00 PM Customer local time. Portions of this Service may be completed offsite or afterhours, working on-site or remotely. Normal and reasonable travel time will be taken into consideration on Monday morning and Friday afternoon. Any Services beyond normal Dell business hours must be reflected on the Customer's invoice. No Service activities shall take place during local, state and/or country holidays unless Customer makes other arrangements through the sales team and the Dell project coordinator. Exclusions For the avoidance of doubt, the following activities are not included in the scope of this Service Description: Any services, tasks or activities other than those specifically noted in this Service Description. The Service does not include the development of any intellectual property created solely and specifically for the Customer. Modifications under warranty to a package that failed UAT due to one the following: o o o Incorrect information supplied to Dell by Customer when requesting an application be packaged. Reworking of packages due to changes to an application s functional specification or requirements. UAT failures because no access to backend systems/hardware was granted during the packaging process. Requirements Gathering and Application Discovery. These activities assemble the information required to proceed with packaging and sequencing the selected applications.dell provides these as optional Services for additional charges. User Acceptance Testing (UAT) by Customer. Dell provides UAT as an optional Service for additional charge. Packaging of applications that require LAN connectivity for installation. Supplying any licenses for packaging software for use on Customer s site. Supplying any other commercial software licensing relating to application packaging. Packaging of applications that require license fobs, dongles, printers, scanners, plotters, etc., which cannot be replicated in Dell s application packaging labs for installation or functionality. Rework or repair of application to remedy errors not notified within 30 days of warranty beginning. Fixing of ICE errors or warnings in a vendor-supplied MSI package. More than 4 updates per calendar year to the image or policies used by the packaging factory. More frequent updates are possible on a chargeable basis. On-site packaging application packaging and/or application sequencing. Dell provides on-site packaging as an optional service for an additional charge. Deployment failures. Each deliverable (e.g.,.msi packaged or virtualized application) is certified to install or run in a standalone environment. Failures due to electronic distribution mechanisms or processes. Applications submitted that cannot be packaged or virtualized. Packaging failures. These failures are typically due to compatibility issues with the targeted operating system or inaccurate or incomplete packaging standards as provided by the Customer. Notwithstanding this exclusion, in the event Dell decides (in its sole determination) to address any 3 Application Packaging & Virtualization V1 July 2013

4 packaging failures, Customer will be charged on a per application basis equal to 50% of the price of a packaged application as listed on the Order Form. Virtualization failures. These failures are typically due to the presence of existing drivers, COM+ objects, or unsuccessful remediations that cannot be virtualized. In lieu of virtualization, in most instances Dell will recommend that these applications be packaged for silent, unintended installation. If the Customer agrees to package the application, the Customer will be billed for packaging a single application as listed on the Order Form. If the Customer decides not to package failed applications, Dell will charge the Customer the price of virtualizing a single application as listed on the Order Form. Dell will follow Customer-provided documentation (installation instructions, requirements gathering documentation, etc.). Customer initiated reworks that vary from the original documentation are billable rework and will be billed at 50% of the corresponding price listed on the Order Form. This Service Description does not confer on Customer any warranties which are in addition to the warranties provided under the terms of your master services agreement or Agreement, as applicable. Offer Specific Customer Responsibilities Customer agrees generally to cooperate with Dell in its delivery of the Services. Customer agrees to the following responsibilities: Application Discovery and Requirements Gathering - These activities assemble the information required to proceed with packaging and sequencing the selected applications. Customer will complete this step before factory can start packaging and sequencing applications. Obtain all consents, approvals, and licenses required by Customer s suppliers, licensors, and lessors that are necessary to support or permit the provision of Services, and provide evidence of same to Dell upon request. Provide notification when Customer anticipates packaging volumes will exceed 130% of the agreed upon throughput that was established during mobilization. Notification is required in writing 4 weeks prior to the revised delivery schedule. Customer understands that Dell may not be able to package all applications. Certain applications are best packaged inside the Customer s network or local packaging environment. These requests typically require intimate knowledge of the internal Customer systems and network to effectively create the package. Dell can provide optional pricing for on-site consulting assistance with applications that require local packaging in the Customer s LAN environment. Customer understands that Dell s blended pricing assumes a ratio of low, medium, and high complexity applications. If on a monthly basis the mix of applications exceeds 10% complex applications (as determined by Dell), Customer agrees to pay 2x the established blended packaging rates for those complex applications above 10% of the total number of application processed. Dell will obtain approval before packaging those applications. A complex application is defined as an application that requires substantial amounts of post-install configuration combining the contents of multiple vendor supplied install routines or includes unique or custom elements to package such as hardware drivers / machine-specific licensing etc. (e.g. SAP, AutoCAD, etc.) Provide, not later than day 1 of mobilization, up-to-date client build image(s) and domain group policy information to Dell. It is the responsibility of Customer to ensure that Dell is aware of any revision or changes to these images or policies. 4 Application Packaging & Virtualization V1 July 2013

5 Properly complete requests for packaging submitted through Dell s application packaging workflow. Valid submissions normally include technical specifications, configuration details, test scripts, contact details for support and UAT staff, and a completed complexity matrix. Provide complete and current installation instructions or installation scripts for each application. This consists of one document per package for the pilot and any packages thereafter. The Dell Packaging Request Form (PRF) is provided as a template for Customer to gather this information. Ensure the compatibility of the application with the target operating system (OS). When installation and test instructions, along with source code, are provided to Dell, Customer must have first conducted sufficient testing to ensure the application will function as required. Packages failing in Dell packaging process,.msi or virtualization, due to incompatibility will result in Customer being billed for the packaged applications and additional billing for any follow-on work provided by Dell. General Customer Responsibilities Authority to Grant Access. Customer represents and warrants that it has obtained permission for both Customer and Dell to access and use, whether remotely or in-person, Customer-owned or licensed software, hardware, systems, the data located thereon and all hardware and software components included therein, for the purpose of providing these Services. If Customer does not already have that permission, it is Customer's responsibility to obtain it, at Customer's expense, before Customer asks Dell to perform these Services. Nonsolicitation. Customer will not, without Dell s prior written consent, for a period of two years from the date listed on your Order Form, directly or indirectly solicit for employment any Dell employee with whom you have come in contact in connection with Dell s performance of the Service; provided, however, that general advertisements and other similarly broad forms of solicitation will not constitute direct or indirect solicitation hereunder and you are permitted to solicit for employment any employee that has been terminated or has resigned his or her employment with Dell prior to the commencement of employment discussions with you. Customer Cooperation. Customer understands that without prompt and adequate cooperation, Dell will not be able to perform the Service or, if performed, the Service may be materially altered or delayed. Accordingly, Customer will promptly and reasonably provide Dell with all cooperation necessary for Dell to perform the Service. If Customer does not provide reasonably adequate cooperation in accordance with the foregoing, Dell will not be responsible for any failure to perform the Service and Customer will not be entitled to a refund. On-site Obligations. Where Services require on-site performance, Customer will provide (at no cost to Dell) free, safe and sufficient access to Customer's facilities and environment, including ample working space, electricity, safety equipment (if applicable) and a local telephone line. A monitor or display, a mouse (or pointing device), and a keyboard must also be provided (at no cost to Dell), if the system does not already include these items. Data Backup. Customer will complete a backup of all existing data, software and programs on all affected systems prior to and during the delivery of this Service. Customer should make regular backup copies of the data stored on all affected systems as a precaution against possible failures, alterations, or loss of data. DELL WILL HAVE NO LIABILITY FOR: ANY OF YOUR CONFIDENTIAL, PROPRIETARY OR PERSONAL INFORMATION; LOST OR CORRUPTED DATA, PROGRAMS OR SOFTWARE; DAMAGED OR LOST REMOVABLE MEDIA; THE LOSS OF USE OF A SYSTEM OR NETWORK; AND/OR 5 Application Packaging & Virtualization V1 July 2013

6 FOR ANY ACTS OR OMISSIONS, INCLUDING NEGLIGENCE, BY DELL OR A THIRD-PARTY SERVICE PROVIDER. Dell will not be responsible for the restoration or reinstallation of any programs or data. Third Party Warranties. These Services may require Dell to access hardware or software that is not manufactured by Dell. Some manufacturers' warranties may become void if Dell or anyone else other than the manufacturer works on the hardware or software. Customer will ensure that Dell's performance of Services will not affect such warranties or, if it does, that the effect will be acceptable to Customer. Dell does not take responsibility for third party warranties or for any effect that the Services may have on those warranties. Terms & Conditions This Service Description is entered between you, the customer ( you or Customer ), and the Dell entity identified on your invoice for the purchase of this Service. This Service is provided subject to and governed by Customer s separate signed master services agreement with Dell that explicitly authorizes the sale of this Service. In the absence of such agreement, depending on Customer s location, this Service is provided subject to and governed by either Dell s Commercial Terms of Sale or Dell s standard Customer Master Services Agreement (as applicable, the Agreement ). To the extent that any terms of this Service Description conflict with any terms of the Agreement, the terms of this Service Description will prevail, but only to the extent of the specific conflict, and will not be read or deemed to replace any other terms in the Agreement which are not specifically contradicted by this Service Description. Please see the table below which lists the URL applicable to your Customer location where your Agreement can be located. The parties acknowledge having read and agree to be bound by such online terms. Customer further agrees that by renewing, modifying, extending or continuing to utilize the Service beyond the initial term, the Service will be subject to the then-current Service Description available for review at By placing your order for the Services, receiving delivery of the Services, utilizing the Services or associated software or by clicking/checking the I Agree button or box or similar on the Dell.com website in connection with your purchase or within a Dell software or Internet interface, you agree to be bound by this Service Description and the agreements incorporated by reference herein. If you are entering this Service Description on behalf of a company or other legal entity, you represent that you have authority to bind such entity to this Service Description, in which case you or Customer shall refer to such entity. In addition to receiving this Service Description, Customers in certain countries may also be required to execute a signed Order Form. Customer Location Terms & Conditions Applicable to Your Purchase of Dell Services Customers Purchasing Dell Services Directly From Dell Customers Purchasing Dell Services Through an Authorized Dell Reseller United States Canada (English) (French-Canadian) (English) (French-Canadian) 6 Application Packaging & Virtualization V1 July 2013

7 Latin America & Caribbean Countries Asia-Pacific- Japan Europe, Middle East, & Africa Local country-specific website or Local country-specific website or Local country-specific website or In addition, customers located in France, Germany and the UK can select the applicable URL below: France: Germany: UK: Local country-specific website or Service Descriptions and other Dell service documents which you may receive from your seller shall not constitute an agreement between you and Dell but shall serve only to describe the content of Service you are purchasing from your seller, your obligations as a recipient of the Service and the boundaries and limitations of such Service. As a consequence hereof any reference to Customer in this Service Description and in any other Dell service document shall in this context be understood as a reference to you whereas any reference to Dell shall only be understood as a reference to Dell as a service provider providing the Service on behalf of your seller. You will not have a direct contractual relationship with Dell with regards to the Service described herein. For the avoidance of doubt any payment terms or other contractual terms which are by their nature solely relevant between a buyer and a seller directly shall not be applicable to you and will be as agreed between you and your seller. Service Descriptions and other Dell service documents which you may receive from your seller shall not constitute an agreement between you and Dell but shall serve only to describe the content of Service you are purchasing from your seller, your obligations as a recipient of the Service and the boundaries and limitations of such Service. As a consequence hereof any reference to Customer in this Service Description and in any other Dell service document shall in this context be understood as a reference to you whereas any reference to Dell shall only be understood as a reference to Dell as a service provider providing the Service on behalf of your seller. You will not have a direct contractual relationship with Dell with regards to the Service described herein. For the avoidance of doubt any payment terms or other contractual terms which are by their nature solely relevant between a buyer and a seller directly shall not be applicable to you and will be as agreed between you and your seller. * Customers may access their local website by simply accessing from a computer connected to the Internet within their locality or by choosing among the options at Dell s Choose a Region/Country website available at 7 Application Packaging & Virtualization V1 July 2013

8 Additional Terms & Conditions Applicable to Consulting & Managed Services 1. Term of Service. This Service Description commences on the date listed on your Order Form and continues through the term ( Term ) indicated on the Order Form. As applicable, the number of systems, licenses, installations, deployments, managed end points or end-users for which Customer has purchased any one or more Services, the rate or price, and the applicable Term for each Service is indicated on Customer s Order Form. Unless otherwise agreed in writing between Dell and Customer, purchases of Services under this Service Description must be solely for Customer s own internal use and not for resale or service bureau purposes. 2. Important Additional Information A. Rescheduling. Once this Service has been scheduled, any changes to the schedule must occur at least 8 calendar days prior to the scheduled date. If Customer reschedules this service within 7 days or less prior to the scheduled date, there will be a rescheduling fee not to exceed 25% of the price for the Services. Any rescheduling of the Service will be confirmed by Customer at least 8 days prior to commencement of the Service. B. Payment for Hardware Purchased With Services. Unless otherwise agreed to in writing, payment for hardware shall in no case be contingent upon performance or delivery of consulting or managed services purchased with such hardware. C. Commercially Reasonable Limits to Scope of Service. Dell may refuse to provide Service if, in its opinion, providing the Service creates an unreasonable risk to Dell or Dell s Service providers or if any requested service is beyond the scope of Service. Dell is not liable for any failure or delay in performance due to any cause beyond its control, including Customer s failure to comply with its obligations under this Service Description. A. Optional Services. Optional services (including point-of need support, installation, consulting, managed, professional, support or training services) may be available for purchase from Dell and will vary by Customer location. Optional services may require a separate agreement with Dell. In the absence of such agreement, optional services are provided pursuant to this Service Description. B. Assignment. Dell may assign this Service and/or Service Description to qualified third party service providers. C. Cancellation. Dell may cancel this Service at any time during the Term for any of the following reasons: Customer fails to pay the total price for this Service in accordance with the invoice terms; Customer is abusive, threatening, or refuses to cooperate with the assisting analyst or on-site technician; or Customer fails to abide by all of the terms and conditions set forth in this Service Description. If Dell cancels this Service, Dell will send Customer written notice of cancellation at the address indicated on Customer s invoice. The notice will include the reason for cancellation and the effective date of cancellation, which will be not less than ten (10) days from the date Dell sends notice of cancellation to Customer, unless local law requires other cancellation provisions that may not by varied by agreement. If Dell cancels this Service pursuant to this paragraph, Customer shall not be entitled to any refund of fees paid or due to Dell. D. Geographic Limitations and Relocation. This Service is not available at all locations. Service options, including service levels, technical support hours, and on-site response times will vary by 8 Application Packaging & Virtualization V1 July 2013

9 geography and certain options may not be available for purchase in Customer s location, so please contact your sales representative for these details Dell Inc. All rights reserved. Trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Specifications are correct at date of publication but are subject to availability or change without notice at any time. Dell and its affiliates cannot be responsible for errors or omissions in typography or photography. Dell s terms and conditions of sale apply and can be located using the chart on the following page. A printed hardcopy of Dell s terms and conditions of sale is also available upon request. 9 Application Packaging & Virtualization V1 July 2013

10 Appendix A Cloud Client Computing (CCC) Application Services SKUs USA/Canada SKUs SKU SKU Description Partner ICS, Small Application Mobilization for Cloud Client Computing GICS ICS, Single Application Package for Cloud Client Computing, Factory GICS ICS, Single Application Sequencing for Cloud Client Computing, Factory GICS LATAM SKUs (see next table for Brazil specific SKUs) SKU SKU Description Partner ICS, Small Application Mobilization for Cloud Client Computing LA GICS ICS, Single Application Package for Cloud Client Computing, Factory LA GICS ICS, Single Application Sequencing for Cloud Client Computing, Factory LA GICS LATAM Brazil SKUs SKU SKU Description Partner ICS, Small Application Mobilization for Cloud Client Computing, BZ GICS ICS, Single Application Package for Cloud Client Computing, Factory, BZ GICS ICS, Single Application Sequencing for Cloud Client Computing, Factory, BZ GICS 10 Application Packaging & Virtualization V1 July 2013