Service Description. RSA SecurID Services. Introduction. The Scope of This Service

Transcription

1 Service Descriptin Services Intrductin Dell EMC Services is pleased t prvide Services (the Service(s) ) in accrdance with this Service Descriptin ( Service Descriptin ). Yur qute, rder frm r ther mutually-agreed upn frm f invice r rder acknwledgment (as applicable, the Order Frm ) will include the name f the service(s) and available service ptins that yu purchased. Fr additinal assistance r t request a cpy f yur service cntract(s), cntact technical supprt r yur sales representative. The Scpe f This Service Custmer shuld refer t the Order Frm t determine the specific type f service purchased. The table belw utlines the scpe f service depending n the type f service purchased. Service Name Strategy & Radmap Assessment Descriptin General: This service prvides Custmer with assessment services, designed fr current custmers seeking t imprve the peratinal effectiveness and efficiency f their existing / RSA Authenticatin Manager (AM) slutin and t understand hw they may better leverage Access capabilities. The main deliverable is the Access Strategy and Radmap Assessment Reprt. The reprt includes technical review findings, recmmended changes, and ther near-term and strategic imprvements, which are designed t help rganizatins maintain ptimal Access peratins and evlve their enterprise identity assurance strategy. Cnduct a business needs analysis and evaluates Custmer future gals fr strng authenticatin, encmpassing any grwth prjectins and strategic shifts in authenticatin strategy including hardware/sftware tkens, n-demand authenticatrs, single sign-n (SSO), sftware as a service (SaaS) and clud services, and mbile multi-factr authenticatin (MFA). Reviews existing RSA AM server and agent cnfiguratins and settings, with apprpriate Custmer staff. Reviews existing Custmer dcumentatin fr the current Access envirnment. 1 Services v1.0 July 3, 2017

2 Determines the existing user data and repsitries, as it pertains t the need fr strng authenticatin, including user prfiles, user grups, current state f user identificatin (ID)/user infrmatin, and repsitries f user authenticatin data. Reviews RSA AM lg maintenance cnfiguratins and prcesses. Discusses supprt issues, including administratin and helpdesk supprt fr the Access envirnment. Discusses RSA recmmended security best practices with Custmer staff, as well as any issues and recmmendatins, specific t the implementatin fr the Custmer RSA AM. Cnducts a high-level, custmer-specific review f tken deplyment prcess. Cnducts a functinal capabilities review t determine if there are existing RSA AM features and functins that Custmer is nt putting t use r nt using t their fullest ptential. Assesses Custmer user cntingencies and applicatins fr applicability f recent Access prduct advances. A cmprehensive reprt that summarizes the analysis and recmmendatins Off-site specific: This service is perfrmed n-site nly. On-site specific: The typical wrklad distributin is as fllws: Up t three (3) days n-site effrt and up t sixteen (16) hurs f remte assistance Migratin Strategy and Planning General: The service ffering is designed t help Custmer appraise and plan the migratin f their existing Access envirnment t the latest versin allwing Custmer t take advantage f the new features, functins and supprt. Crdinate the prject planning meeting via telecnference t crdinate schedule and resurces. Facilitate additinal discussin f current prject plans, timelines and restrictins; review f the existing dcumentatin f the current envirnment. Identify key stakehlders wh have an interest in a successfully upgraded envirnment. Review the current Access infrastructure t identify an apprpriate Access cnfiguratin and server using the latest versin. Review the present tken prvisining mechanism(s) and determine the migratin strategies, desired wrk flw, and self-services prcesses including any ptential shifts in authenticatin strategy including deplyment f sftware tkens, n-demand authenticatrs, SSO agent r mbile multifactr authenticatrs. Assess any envirnment specific custmizatins by utilizing RSA applicatin prgramming interface (API) r ther tls. Determine the number f current utilized applicatins/agent hsts f RSA SecurID Access including their type and versin. 2 Services v1.0 July 3, 2017

3 Determine existing user data and repsitries as it pertains t the need fr strng authenticatin: current state f user infrmatin, user prfiles, and user grups, repsitries f user authenticatin data, and s n. Determine integratin with user repsitries, such as Micrsft (MS) Active Directry (AD), Java Enterprise Lightweight Directry Access Prtcl (LDAP), r thers. Assess the flexibility f the Custmer rganizatin t mdify existing infrastructure t address changes in prduct features, security requirements and business requirements. Discuss supprt issues including administratin and helpdesk supprt fr RSA SecurID, in particular changes t the administrative interface. Plan and estimate schedule fr the strategy and planning tasks fr the Services. Off-site specific: This service is perfrmed n-site nly. On-site specific: Up t fur (4) days n-site effrt fr implementatin and certain activities will be perfrmed remtely (dcumentatin, investigatin, prject management, etc.) that are part f the billable services under the terms f this service brief (52 hurs ttal, including the n-site visit). Architecture Design and Planning General: The service ffering is designed t help Custmer appraise and plan the architecture and implementatin f Access (r Appliance) slutin, allwing t take full advantage f the features, functins, and supprt. Crdinate a prject planning meeting via telecnference t crdinate schedule and resurces. Identify key stakehlders wh have an interest in a successful strng authenticatin deplyment. Perfrm discvery f the business and use cases surrunding strng authenticatin in the custmers envirnment. Facilitate additinal discussin f current prject plans, timelines, and restrictins; review f the existing dcumentatin f the current envirnment. Review current Custmer infrastructure and prcesses t identify: Integratin with any existing authenticatin and/r authrizatin system. Current prvisining wrkflw and end user self-service features Any envirnment specific custmizatins. Integratin with user repsitries, such as MS Active Directry, LDAP directry. Presently used applicatins and planned agent hsts, including their type, versin, and numbers f instances. Netwrk and infrmatin technlgy (IT) infrastructure and cnfiguratin as they pertain t the need fr strng authenticatin. Suitability f risk based authenticatin, hardware tkens, sftware tkens, and n-demand authenticatrs fr Custmer use cases. 3 Services v1.0 July 3, 2017

4 Determine existing user data and repsitries as they pertain t the need fr strng authenticatin in particular the current state f user identities, prfiles, grups and the repsitries that hld that infrmatin. Assess the flexibility f the Custmer rganizatin t mdify existing infrastructure t address prduct features, security and business requirements. Cnduct a basic prduct knwledge transfer t familiarize the Custmer with the Access slutin and typical deplyment scenaris similar t Custmer envirnment. Prepare and present an Access slutin architecture and design that addresses Custmer identified business requirements and infrastructure. Such a slutin architecture and design shall include: High-level architectural diagram that illustrates the prpsed slutin Wrkflw descriptins fr authenticatr deplyment and management High-level slutin deplyment plan including an estimated timeline Off-site specific: This service is perfrmed n-site nly. On-site specific: Up t fur (4) days n-site effrt. Quick Start Base Editin General: The services detailed are intended fr custmers with n mre than 5,000 Access users and t assist Custmer persnnel implementing the latest versin f Access with n mre than tw (2) RSA AM appliances. Access implementatin planning, including: Prject planning meeting via telecnference t crdinate schedule and resurces. Review f existing dcumentatin fr the planned implementatin. Additinal discussin f current prject plans, timelines, and restrictins; ensure that the envirnment and peratinal implementatin requirements (hardware, sftware, and infrastructure) are met. Access sftware cnfiguratin and cutver: Installatin and cnfiguratin f tw (2) RSA AM appliances in a primary-replica pair, tken imprt, and cnfiguratin f up t three (3) agent systems. Off-site specific: Verificatin and testing f the new Access installatin and cnfiguratin in the selected Custmer envirnment. Discussin f RSA administratin best practices and a basic knwledge transfer t familiarize Custmer with the newly implemented RSA SecurID Access versin, demnstrating the nrmal peratins as installed in Custmer envirnment. Up t thirty-tw (32) hurs f remte assistance. 4 Services v1.0 July 3, 2017

5 On-site specific: Eight (8) hurs f remte assistance and up t three (3) days f n-site assistance. Quick Start Enterprise Editin General: This service prvides Custmer with prfessinal services t assist with specific implementatin tasks t deply up t three (3) identity ruters, a primaryreplica pair f RSA AM appliances, and integrating the slutin with a single active directry dmain and up t five (5) RSA apprved applicatins r agents. Access implementatin planning: Prject planning meeting via telecnference t crdinate schedule and resurces. Prvide an verview f the Access prduct architecture and cmpnents. Assist Custmer with cmpletin f the Access slutin wrkbk t define Custmer Access deplyment. Cnduct additinal review f prject tasks, timelines, and cnstraints; cnfirm that Custmer envirnment and peratinal implementatin pre-requisites (hardware, sftware, and infrastructure) are met. Access implementatin: Install and cnfigure in a single envirnment, either: Three (3) Access identity ruter (IDR) appliances, r Three (3) RSA AM appliances. Cnfigure the appliances t use Custmer existing MS AD r LDAPv3 server as the identity surce. Imprt tken seed recrds t RSA AM (if Custmer requires this service element) Assist with the cnfiguratin, integratin and testing f ne (1) applicatin. Demnstrate in Custmer envirnment the use f access plicies and multifactr authenticatin capabilities. Access pst-implementatin wrking sessins: Discuss RSA administratin best practices and prvide basic knwledge transfer t familiarize Custmer with the implemented RSA SecurID Access slutin, demnstrating the nrmal peratins as installed in Custmer envirnment. Assist with the integratin f up t three (3) additinal apprved applicatins as time allws. Assist with Custmer s cut-ver r migratin t a prductin envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t twelve (12) hurs fr implementatin planning, Up t twenty-fur (24) hurs fr implementatin and Up t twelve (12) hurs fr pst-implementatin 5 Services v1.0 July 3, 2017

6 On-site specific: The typical wrklad distributin is as fllws: Up t twelve (12) hurs ff-site assistance fr implementatin planning, Up t three (3) days n-site effrt fr implementatin and Up t twelve (12) hurs ff-site fr pst-implementatin Quick Start Premium Editin General: This service prvides Custmer with prfessinal services t assist with specific implementatin tasks t deply up t three (3) identity ruters, a primaryreplica pair f RSA AM appliances, and integrating the slutin with a single MS Active Directry dmain and up t five (5) apprved applicatins r agents. Access implementatin planning: Prject planning meeting via telecnference t crdinate schedule and resurces. Prvide an verview f the Access prduct architecture and cmpnents. Assist Custmer with cmpletin f the Access slutin wrkbk t define Custmer Access deplyment. Cnduct additinal review f prject tasks, timelines, and cnstraints; cnfirm that Custmer envirnment and peratinal implementatin pre-requisites (hardware, sftware, and infrastructure) are met. Access implementatin: Install and cnfigure f up t three (3) access identity ruters (IDR), and tw (2) RSA AM appliances in a test, develpment r staging envirnment. Cnfigure the appliances t use Custmer s existing MS AD r LDAPv3 server as the identity surce. Imprt tken seed recrds t RSA AM Assist with the cnfiguratin, integratin and testing f at least ne (1) applicatin fr access thrugh the Access prtal. Demnstrate in Custmer s envirnment the use f access plicies and step-up authenticatin capabilities using RSA AM resident tkens r the RSA Authenticate Mbile Applicatin MFA. Access pst-implementatin wrking sessins: Discuss RSA administratin best practices and prvide basic knwledge transfer t familiarize Custmer with the implemented RSA SecurID Access slutin, demnstrating the nrmal peratins as installed in Custmer envirnment. Assist with the integratin f up t fur (4) additinal RSA apprved applicatins as time allws. Assist with Custmer s cut-ver r migratin t a prductin envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t sixteen (16) hurs fr implementatin planning, Up t thirty-tw (32) hurs fr implementatin and Up t twenty-fur (24) hurs fr pst-implementatin 6 Services v1.0 July 3, 2017

7 On-site specific: The typical wrklad distributin is as fllws: Up t sixteen (16) hurs ff-site assistance fr implementatin planning, Up t fur (4) days n-site effrt fr implementatin and Up t twenty-fur (24) hurs ff-site fr pst-implementatin Clud MFA Expansin General: This service prvides Custmer with prfessinal services t assist with Access Clud Multifactr Authenticatin Expansin fr expanding the latest versin f Access t integrate up t three (3) apprved applicatins r agents using Remte Authenticatin Dial In User Service (RADIUS) r the clud based SSO service. Access multifactr authenticatin expansin planning, including: Prject planning meeting via telecnference t crdinate schedule and resurces. Assistance creating r review f existing dcumentatin fr the planned implementatin. Additinal discussin f current prject plans, timelines, and restrictins; ensure that the envirnment and peratinal implementatin requirements (hardware, sftware, and infrastructure) are met. Access sftware cnfiguratin and cutver: Installatin and cnfiguratin f up t three (3) identity ruters. Cnfiguratin f up t three (3) RSA apprved applicatin r agent systems t utilize Access multifactr authenticatin using RADIUS r the clud SSO service. Verificatin and testing f the new cnfiguratin in the selected Custmer envirnment. Discussin f RSA administratin best practices and a basic knwledge transfer t familiarize Custmer with the newly implemented RSA SecurID Access versin, demnstrating the nrmal peratins as installed in Custmer envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t thirty-tw (32) hurs f ff-site assistance On-site specific: Fr n-site assistance, cntact yur Dell EMC Services representative. SAML Expansin General: This service prvides Custmer with prfessinal services t assist with expanding the latest versin f Access base editin t enterprise r premium editin with up t three (3) identity ruter virtual appliances, and cnfiguring security assertin mark-up language (SAML) up t fur (4) RSA apprved applicatins. Access implementatin planning: Prject planning meeting via telecnference t crdinate schedule and resurces. 7 Services v1.0 July 3, 2017

8 Prvide an verview f the Access prduct architecture and cmpnents. Assist Custmer with cmpletin f the Access slutin wrkbk t define Custmer s Access deplyment. Cnduct additinal review f prject tasks, timelines, and cnstraints; cnfirm that Custmer envirnment and peratinal implementatin pre-requisites (hardware, sftware, and infrastructure) are met. Access implementatin: Install and cnfigure a single cluster f up t three (3) Access identity ruter (IDR) virtual appliances in a test, develpment r staging envirnment. Cnfigure the appliances t use Custmer existing MS AD r LDAPv3 server as the identity surce. Assist with the cnfiguratin, integratin and testing f at least ne (1) applicatin utilizing SAML authenticatin. Demnstrate in Custmer envirnment the use f access plicies and step-up authenticatin capabilities using RSA AM resident tkens. Access pst-implementatin wrking sessins: Discuss RSA administratin best practices and prvide basic knwledge transfer t familiarize Custmer with the implemented RSA SecurID Access slutin, demnstrating the nrmal peratins as installed in Custmer envirnment. Assist with the integratin f up t fur (4) additinal RSA apprved applicatins as time allws. Assist with Custmer cut-ver r migratin t a prductin envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t twelve (12) hurs fr implementatin planning, Up t twenty-fur (24) hurs fr implementatin and Up t twelve (12) hurs fr pst-implementatin On-site specific: The typical wrklad distributin is as fllws: Up t twelve (12) hurs ff-site assistance fr implementatin planning, Up t three (3) days n-site effrt fr implementatin and Up t twelve (12) hurs ff-site fr pst-implementatin Authenticatin Manager Getcurrent Service General: This service prvides Custmer with prfessinal services t assist with quickly and effectively upgrade an existing RSA AM (r appliance) versin 8.0 (r later) t the latest prduct release. The service allws Custmer, with a primary RSA AM server and up t tw replica server instances fr up t 2,500 users, t upgrade their slutin in an efficient timeframe, while helping t ensure the slutin is implemented accrding t industry, Dell EMC Services and RSA best practices. Plan RSA AM upgrade/migratin Schedule and attend prject planning meeting via telecnference t crdinate schedule and resurces. 8 Services v1.0 July 3, 2017

9 Cnduct discussins abut current prject plans, timelines, and restrictins t ensure that the envirnment and implementatin requirements (hardware, sftware, and infrastructure) are met as it pertains t slutin. Review f existing dcumentatin fr the planned envirnment. Review netwrk and IT infrastructure cnfiguratin as it pertains t RSA SecurID slutin. Review existing user data and repsitries as it pertains t RSA AM (r appliance). Review new RSA AM prduct features and recmmend capabilities that may prvide particular benefit t Custmer. Review current and planned RSA AM server (r appliance) cnfiguratin with apprpriate Custmer staff. Implement RSA AM upgrade/migratin Upgrade f an existing RSA AM primary server r appliance primary (single realm and up t tw security dmains). Upgrade f up t tw (2) RSA AM replica server r appliance replica. Review existing installed authenticatin agent hsts; upgrade representative set f hsts as apprpriate prviding verificatin and testing f the installatin / cnfiguratin in the selected Custmer envirnment. Cnduct a basic prduct verview f the latest versin f RSA AM (with best practices) t familiarize Custmer with the upgraded envirnment. Cnduct a basic prduct knwledge transfer t familiarize Custmer with the RSA AM slutin and typical deplyment scenaris similar t Custmer envirnment. Off-site specific: This service is perfrmed n-site nly On-site specific: The typical wrklad distributin is as fllws: Up t fur (4) days n-site effrt and up t eight (8) hurs f remte assistance. Implementatin Assistance General: This service prvides Custmer assistance in supprt f a slutin implementatin. This service ffering fcuses n installatin, cnfiguratin and/r migratin f Access appliances, and authenticatin agent sftware in Custmer envirnment. The service is intended t assist Custmer with implementatin f a single envirnment (e.g., test, staging, prductin) during the service engagement. If multiple envirnments are t be implemented, Custmer may purchase multiple units f this service. This service ffering is designed fr custmers wh have previusly engaged Dell EMC Services prfessinal services t deliver a quick start, get current, planning r assessment service ffering and require additinal implementatin assistance t deply additinal appliances r integrate additinal applicatins beynd what is included in the riginal ffer scpe. Access implementatin planning, including: Prject planning meeting via telecnference t crdinate schedule and resurces. 9 Services v1.0 July 3, 2017

10 Assistance creating r review f existing dcumentatin fr the planned implementatin. Additinal discussin f current prject plans, timelines, and restrictins; ensure that the envirnment and peratinal implementatin requirements (hardware, sftware, and infrastructure) are met. Access sftware cnfiguratin and cutver: Cnfiguratin f latest Access versin, including up t three (3) virtual appliances, tken imprt, and up t three (3) agent systems. Verificatin and testing f the new Access installatin and cnfiguratin in the selected custmer envirnment. Discussin f RSA administratin best practices and a basic knwledge transfer t familiarize Custmer with the newly implemented RSA SecurID Access versin, demnstrating the nrmal peratins as installed in Custmer envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t twenty-fur (24) hurs f remte assistance services scheduled in fur (4) hur increments. On-site specific: The typical wrklad distributin is as fllws: Up t fur (4) days n-site effrt Migratin Assistance General: This service prvides Custmer assistance in upgrading t the latest versin f Access frm versin 6.1 r later. Access migratin planning, including: Prject planning meeting via telecnference t crdinate schedule and resurces. Assistance creating r review f existing dcumentatin fr the planned migratin. Additinal discussin f current prject plans, timelines, and restrictins; ensure that the envirnment and peratinal implementatin requirements (hardware, sftware, and infrastructure) are met. Access sftware deplyment, data migratin and cutver: Database clean-up and exprt frm an existing RSA AM instance. Sftware installatin and cnfiguratin f up t three (3) Access virtual appliances. Assist with the cnfiguratin f necessary elements f the new RSA SecurID Access instance t replicate functinality f the previusly deplyed versin. Database imprt, verificatin and testing f the new Access installatin and cnfiguratin in the selected Custmer envirnment. 10 Services v1.0 July 3, 2017

11 Discussin f RSA administratin best practices and a basic knwledge transfer t familiarize Custmer with the newly implemented RSA SecurID Access versin, demnstrating the nrmal peratins as installed in Custmer envirnment. Off-site specific: The typical wrklad distributin is as fllws: Up t twenty-fur (24) hurs f remte assistance services scheduled in fur (4) hur increments On-site specific: The typical wrklad distributin is as fllws: This service is available ff-site nly A Dell EMC Services representative will cntact Custmer t schedule the Service, allwing fr at least a thirty (30) business day lead time prir t the start f the Service, based upn a mutually agreed resurce availability and wrk clsely with Custmer staff t assist Custmer persnnel perfrming the service activities, within the time available, which may include sme r all f the activities utlined abve fr the Service purchased. Deliverables The fllwing is a list f tangible material prvided as part f the Service. Custmer infrmatin cllected shall be deemed cnfidential infrmatin as defined in the agreement. Service Name Dcuments Descriptin Migratin Strategy and Planning Architecture Design and Planning Migratin assessment reprt Architecture reprt Dell EMC Services will prvide a migratin assessment reprt after cmpletin f the service, dcumenting the wrk perfrmed during the engagement including the fllwing: Recmmended architecture fr an upgraded RSA SecurID Access envirnment. Identificatin f functinal areas affected by the upgrade and recmmendatins t re-establish required business functinality. Recmmendatins n prcesses and prcedures fr the administratin f the Access, including helpdesk prcedures. tken prvisining strategy. Areas that require further investigatin. Recmmended fllw-n prfessinal services t implement the recmmended architecture Dell EMC Services will prvide an architecture reprt after cmpletin f the service, dcumenting the wrk perfrmed during the engagement including the fllwing: Recmmended architecture fr the Access envirnment. 11 Services v1.0 July 3, 2017

12 All ther described services Results reprt Identificatin f functinal areas affected by the architecture and recmmendatins t establish required business functinality. Authenticatr prvisining and self-service strategy. Recmmended fllw-n services t implement the prpsed architecture. Dell EMC Services will prvide a results reprt within five (5) days after cmpletin f the service, dcumenting the wrk perfrmed during the engagement. Assumptins Dell EMC Services has made the fllwing specific assumptins while specifying the Services detailed in this Service Descriptin: Subject t Custmer satisfying the Custmer Respnsibilities specified here within, Dell EMC Services estimates that it will cmplete the Service within fur (4) weeks after the actual service start date. Any unused remte assistance time must be scheduled within ninety (90) days f the delivery f the results reprt r shall be frfeited and the Custmer will nt be entitled t a refund. Knwledge transfer relates largely t Custmer envirnment with a general prduct verview. Knwledge transfer des nt substitute fr frmal RSA Educatin Services prduct curses. Exclusins Fr the avidance f dubt, the fllwing activities are nt included in the scpe f this Service Descriptin: Any services, tasks r activities ther than thse specifically nted in this service descriptin. Such services, tasks r activities, may include fr an additinal fee: Mdificatin f Custmer applicatin sftware. Develpment f custm slutins including, withut limitatin, scripting. Multiple, basic installatin services requiring prject management services. Prlnged service duratin. Any actins assciated with remediatin f any identified cmprmise. Hst frensics and analysis. Cmplete event surce integratin utside f the cnfiguratin f sample devices fr knwledge transfer purpses. The Service des nt include the develpment f any intellectual prperty created slely and specifically fr the Custmer. Any additins r changes t the Service scpe such as, but are nt limited t: Any additinal activities nt listed in this Service Descriptin. Mdificatin f Custmer applicatin sftware. Develpment f custm slutins including, withut limitatin, scripting. Multiple, basic installatin services requiring prject management services. The Service is strictly limited t applicatins that supprt RADIUS r are listed n the RSA Link cmmunity Access Integratins page ( Custmers wh cnsume all the included time within a service ffering may purchase ne (1) additinal unit f the service r ther recmmended service fferings. 12 Services v1.0 July 3, 2017

13 This Service Descriptin des nt cnfer n Custmer any warranties which are in additin t the warranties prvided under the terms f yur master services agreement r Agreement, as defined belw, as applicable. Offer-Specific Custmer Respnsibilities Prvide at least ne (1) technical cntact with system administratin respnsibilities and apprpriate system/infrmatin access privileges. Make apprpriate system maintenance windw(s) available fr Dell EMC Services as needed t prepare equipment. Ensure that all envirnment and peratinal requirements are met prir t cmmencement f the Service. Prvide access t Custmer systems and netwrks as necessary t perfrm the Service during Dell EMC Services nrmal business hurs r at mutually-agreed times. Prvide supprt fr all vendr and third party prducts and slutins as necessary. Assume all respnsibility fr netwrk cnnectivity, perfrmance, and cnfiguratin issues. Verify that the equipment lcatin (wrk site) is prepared t perfrm the service. Respnd in a timely fashin t questins psed by Dell EMC Services regarding the prject. Cmplete all planning and scheduling activities required by Custmer. Custmer is advised t cntact any third-party applicatin vendrs in advance t understand requirements and limitatins fr SAML cnfiguratin f thse vendrs applicatins. Custmer s using hardware appliances are expected t perfrm all physical installatin activities withut direct invlvement f the assigned technician. General Custmer Respnsibilities Authrity t Grant Access. Custmer represents and warrants that it has btained permissin fr bth Custmer and Dell EMC Services t access and use, whether remtely r in-persn, Custmer-wned r licensed sftware, hardware, systems, the data lcated theren and all hardware and sftware cmpnents included therein, fr the purpse f prviding these Services. If Custmer des nt already have that permissin, it is Custmer's respnsibility t btain it, at Custmer's expense, befre Custmer asks Dell EMC Services t perfrm these Services. Nn-slicitatin. Where allwed by law, Custmer will nt, withut Dell EMC Services prir written cnsent, fr a perid f tw years frm the date listed n yur Order Frm, directly r indirectly slicit fr emplyment any Dell EMC Services emplyee with whm yu have cme in cntact in cnnectin with Dell EMC Services perfrmance f the Service; prvided, hwever, that general advertisements and ther similarly brad frms f slicitatin will nt cnstitute direct r indirect slicitatin hereunder and yu are permitted t slicit fr emplyment any emplyee that has been terminated r has resigned his r her emplyment with Dell EMC Services prir t the cmmencement f emplyment discussins with yu. Custmer Cperatin. Custmer understands that withut prmpt and adequate cperatin, Dell EMC Services will nt be able t perfrm the Service r, if perfrmed, the Service may be materially altered r delayed. Accrdingly, Custmer will prmptly and reasnably prvide Dell EMC Services with all cperatin necessary fr Dell EMC Services t perfrm the Service. If Custmer des nt prvide reasnably adequate cperatin in accrdance with the freging, Dell EMC Services will nt be respnsible fr any failure t perfrm the Service and Custmer will nt be entitled t a refund. On-site Obligatins. Where Services require n-site perfrmance, Custmer will prvide (at n cst t Dell EMC Services) free, safe and sufficient access t Custmer's facilities and envirnment, including ample wrking space, electricity, safety equipment (if applicable) and a lcal telephne line. A mnitr 13 Services v1.0 July 3, 2017

14 r display, a muse (r pinting device), and a keybard must als be prvided (at n cst t Dell EMC Services), if the system des nt already include these items. Data Backup. Custmer will cmplete a backup f all existing data, sftware and prgrams n all affected systems prir t and during the delivery f this Service. Custmer shuld make regular backup cpies f the data stred n all affected systems as a precautin against pssible failures, alteratins, r lss f data. Dell EMC Services will nt be respnsible fr the restratin r reinstallatin f any prgrams r data. Unless therwise required by applicable lcal laws, DELL EMC SERVICES 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 FOR ANY ACTS OR OMISSIONS, INCLUDING NEGLIGENCE, BY DELL EMC SERVICES OR A THIRD-PARTY SERVICE PROVIDER. Third Party Warranties. These Services may require Dell EMC Services t access hardware r sftware that is nt manufactured r sld by Dell EMC Services. Sme manufacturers' warranties may becme vid if Dell EMC Services r anyne else ther than the manufacturer wrks n the hardware r sftware. Custmer will ensure that Dell EMC Services' perfrmance f Services will nt affect such warranties r, if it des, that the effect will be acceptable t Custmer. Dell EMC Services des nt take respnsibility fr third party warranties r fr any effect that the Services may have n thse warranties. Service Hurs. Subject t lcal law relating t weekly wrk hurs, unless therwise listed belw, this Service will be perfrmed Mnday thrugh Friday during nrmal Dell EMC Services business hurs, which is frm 8:00 AM t 6:00 PM Custmer lcal time: Cuntry Nrmal Dell EMC Services Business Hurs St. Kitts, St. Lucia, St. Vincent, Trinidad, Virgin Islands, Rest f English speaking Caribbean Mnday thru Friday frm 7:00 AM t 4:00 PM Barbads, Bahamas, Belize, Csta Rica, Denmark, El Salvadr, Finland, Grand Cayman, Guatemala, Hnduras, Jamaica, Nrway, Panama, Puert Ric, Rep. Dminicana, Suriname, Sweden, Turks and Caics Australia, Bermuda, China, Haiti, Hng Kng, Japan, Netherland Antilles, New Zealand, Singapre, Thailand Mnday thru Friday frm 8:00 AM t 5:00 PM Mnday thru Friday frm 9:00 AM t 5:00 PM Argentina, France, India, Indnesia, Italy, Krea, Malaysia, Paraguay, Taiwan, Uruguay Mnday thru Friday frm 9:00 AM t 6:00 PM Blivia, Chile Mnday thru Friday frm 9:00 AM t 7:00 PM Middle East Sunday thru Thursday frm 8:00 AM t 6:00 PM N Service activities will take place utside nrmal business hurs r during lcal hlidays unless ther arrangements have been made in advance in writing. 14 Services v1.0 July 3, 2017

15 Services Terms & Cnditins This Service Descriptin is entered between yu, the custmer ( yu r Custmer ), and the legal entity identified n yur Order Frm fr the purchase f this Service (the Dell Legal Entity ). This Service is prvided subject t and gverned by Custmer s separate signed master services agreement with the Dell Legal Entity that explicitly authrizes the sale f this Service. In the absence f such agreement, depending n Custmer s lcatin, this Service is prvided subject t and gverned by either Dell s Cmmercial Terms f Sale r the agreement referenced in the table belw (as applicable, the Agreement ). Please see the table belw which lists the URL applicable t yur Custmer lcatin where yur Agreement can be lcated. The parties acknwledge having read and agree t be bund by such nline terms. Custmer Lcatin Terms & Cnditins Applicable t Yur Purchase f the Services Custmers Purchasing Services Directly Custmers Purchasing Services Thrugh an Authrized Reseller United States Dell.cm/CTS Dell.cm/CTS Canada Latin America & Caribbean Cuntries Asia-Pacific- Japan Eurpe, Middle East, & Africa Dell.ca/terms (English) Dell.ca/cnditins (French-Canadian) Lcal Dell.cm cuntry-specific website r Dell.cm/servicedescriptins/glbal.* Lcal Dell.cm cuntry-specific website r Dell.cm/servicedescriptins/glbal.* Lcal Dell.cm cuntry-specific website r Dell.cm/servicedescriptins/glbal.* In additin, custmers lcated in France, Germany and the UK can select the applicable URL belw: Dell.ca/terms (English) Dell.ca/cnditins (French-Canadian) Service Descriptins and ther Dell Legal Entity service dcuments which yu may receive frm yur seller shall nt cnstitute an agreement between yu and Dell Legal Entity but shall serve nly t describe the cntent f Service yu are purchasing frm yur seller, yur bligatins as a recipient f the Service and the bundaries and limitatins f such Service. As a cnsequence heref any reference t Custmer in this Service Descriptin and in any ther Dell Legal Entity service dcument shall in this cntext be understd as a reference t yu whereas any reference t the Dell Legal Entity shall nly be understd as a reference t a Dell Legal Entity as a service prvider prviding the Service n behalf f yur seller. Yu will nt have a direct cntractual relatinship with the Dell Legal Entity with regards t the Service described herein. Fr the avidance f dubt any payment terms r ther cntractual terms which are by their nature slely relevant between a buyer and a seller directly shall nt be applicable t yu and will be as agreed between yu and yur seller. Service Descriptins and ther Dell Legal Entity service dcuments which yu may receive frm yur seller shall nt cnstitute an agreement between yu and the Dell Legal Entity but shall serve nly t describe the cntent f Service yu are purchasing frm yur seller, yur bligatins as a recipient f the Service and the bundaries and limitatins f such Service. As a cnsequence heref any reference t Custmer in this Service Descriptin and in any ther Dell Legal Entity service dcument shall in this cntext be understd as a reference t yu whereas any reference t the Dell Legal Entity shall nly be understd as a reference t a Dell Legal Entity as a service prvider prviding the Service n behalf f yur seller. Yu will nt have a direct cntractual relatinship with the Dell Legal Entity with regards t the Service described herein. Fr the avidance f dubt any payment terms r ther cntractual terms which are by their nature slely relevant between a buyer and a seller directly shall nt be applicable t yu and will be as agreed between yu and yur seller. Service Descriptins and ther Dell Legal Entity service dcuments which yu may receive frm yur seller shall nt cnstitute an agreement between yu and the Dell Legal Entity but shall serve nly t describe the cntent f Service yu are purchasing frm yur seller, yur bligatins as a recipient f the Service and the bundaries and limitatins f such Service. As a cnsequence heref any reference t Custmer in this Service Descriptin and in any ther Dell Legal Entity service dcument shall in this cntext be understd as a 15 Services v1.0 July 3, 2017

16 France: Dell.fr/CnditinsGeneralesdeVente Germany: Dell.de/Geschaeftsbedingungen UK: Dell.c.uk/terms reference t yu whereas any reference t the Dell Legal Entity shall nly be understd as a reference t a Dell Legal Entity as a service prvider prviding the Service n behalf f yur seller. Yu will nt have a direct cntractual relatinship with the Dell Legal Entity with regards t the Service described herein. Fr the avidance f dubt any payment terms r ther cntractual terms which are by their nature slely relevant between a buyer and a seller directly shall nt be applicable t yu and will be as agreed between yu and yur seller. * Custmers may access their lcal Dell.cm website by simply accessing Dell.cm frm a cmputer cnnected t the Internet within their lcality r by chsing amng the ptins at Dell s Chse a Regin/Cuntry website available at Dell.cm/cntent/public/chsecuntry.aspx?c=us&l=en&s=gen. Custmer further agrees that by renewing, mdifying, extending r cntinuing t utilize the Service beynd the initial term, the Service will be subject t the then-current Service Descriptin available fr review at Dell.cm/servicedescriptins/glbal. If there is a cnflict between the terms f any f the dcuments that cmprise this Agreement, the dcuments will prevail in the fllwing rder: (i) this Service Descriptin; (ii) the Agreement; (iii) the Order Frm. Prevailing terms will be cnstrued as narrwly as pssible t reslve the cnflict while preserving as much f the nn-cnflicting terms as pssible, including preserving nn-cnflicting prvisins within the same paragraph, sectin r sub-sectin. By placing yur rder fr the Services, receiving delivery f the Services, utilizing the Services r assciated sftware r by clicking/checking the I Agree buttn r bx r similar n the Dell.cm r DellEMC.cm website in cnnectin with yur purchase r within a Dell EMC sftware r Internet interface, yu agree t be bund by this Service Descriptin and the agreements incrprated by reference herein. If yu are entering this Service Descriptin n behalf f a cmpany r ther legal entity, yu represent that yu have authrity t bind such entity t this Service Descriptin, in which case yu r Custmer shall refer t such entity. In additin t receiving this Service Descriptin, Custmers in certain cuntries may als be required t execute a signed Order Frm. 16 Services v1.0 July 3, 2017

17 Supplemental Terms & Cnditins 1. Term f Service. This Service Descriptin cmmences n the date listed n yur Order Frm and cntinues thrugh the term ( Term ) indicated n the Order Frm. As applicable, the number f systems, licenses, installatins, deplyments, managed end pints r end-users fr which Custmer has purchased any ne r mre Services, the rate r price, and the applicable Term fr each Service is indicated n Custmer s Order Frm. Unless therwise agreed in writing between Dell EMC Services and Custmer, purchases f Services under this Service Descriptin must be slely fr Custmer s wn internal use and nt fr resale r service bureau purpses. 2. Imprtant Additinal Infrmatin A. Rescheduling. Once this Service has been scheduled, any changes t the schedule must ccur at least 8 calendar days prir t the scheduled date. If Custmer reschedules this service within 7 days r less prir t the scheduled date, there will be a rescheduling fee nt t exceed 25% f the price fr the Services. Any rescheduling f the Service will be cnfirmed by Custmer at least 8 days prir t cmmencement f the Service. B. Payment fr Hardware Purchased With Services. Unless therwise agreed t in writing, payment fr hardware shall in n case be cntingent upn perfrmance r delivery f services purchased with such hardware. C. Cmmercially Reasnable Limits t Scpe f Service. Dell EMC Services may refuse t prvide Service if, in its cmmercially reasnable pinin, prviding the Service creates an unreasnable risk t Dell EMC Services r Dell EMC Services Service prviders r if any requested service is beynd the scpe f Service. Dell EMC Services is nt liable fr any failure r delay in perfrmance due t any cause beynd its cntrl, including Custmer s failure t cmply with its bligatins under this Service Descriptin. D. Optinal Services. Optinal services (including pint-f need supprt, installatin, cnsulting, managed, prfessinal, supprt r training services) may be available fr purchase frm Dell EMC Services and will vary by Custmer lcatin. Optinal services may require a separate agreement with Dell EMC Services. In the absence f such agreement, ptinal services are prvided pursuant t this Service Descriptin. E. Assignment and Subcntracting. Dell EMC Services may subcntract this Service and/r assign this Service Descriptin t qualified third party service prviders wh will perfrm the Service n Dell EMC Servcies' behalf. F. Cancellatin. Dell EMC Services may cancel this Service at any time during the Term fr any f the fllwing reasns: Custmer fails t pay the ttal price fr this Service in accrdance with the invice terms; Custmer is abusive, threatening, r refuses t cperate with the assisting analyst r n-site technician; r Custmer fails t abide by all f the terms and cnditins set frth in this Service Descriptin. If Dell EMC Services cancels this Service, Dell EMC Services will send Custmer written ntice f cancellatin at the address indicated n Custmer s invice. The ntice will include the reasn fr cancellatin and the effective date f cancellatin, which will be nt less than ten (10) days frm the date Dell EMC Services sends ntice f cancellatin t Custmer, unless lcal law requires ther cancellatin prvisins that may nt by varied by agreement. If Dell EMC Services cancels this Service pursuant t this paragraph, Custmer shall nt be entitled t any refund f fees paid r due t Dell EMC Services. 17 Services v1.0 July 3, 2017

18 G. Gegraphic Limitatins and Relcatin. This Service is nt available at all lcatins. Service ptins, including service levels, technical supprt hurs, and n-site respnse times will vary by gegraphy and certain ptins may nt be available fr purchase in Custmer s lcatin, s please cntact yur sales representative fr these details Dell Inc. All rights reserved. Trademarks and trade names may be used in this dcument t refer t either the entities claiming the marks and names r their prducts. A printed hardcpy f Dell s terms and cnditins f sale is als available upn request. 18 Services v1.0 July 3, 2017